Aurora disabilities commission urges 311/211-IRIS integration and CityWalk accessibility audit

Jean Hess, chair of the Aurora Commission on Disabilities, told the Aurora City Council on May 12 that the commission wants to move beyond baseline compliance by integrating the city’s 311 and 211 referral systems with an IRIS case‑management layer and by conducting on‑the‑ground accessibility audits.

"We really feel like we are illuminating pathways," Hess said, outlining plans to create "clear pathways and proactive planning at the city level" so people with disabilities and their families can access services more effectively.

The commission’s proposal seeks three linked initiatives: integrate 311 and 211 so callers are routed to human‑service navigators; add an IRIS system to track referrals and match people to community‑based organizations; and perform a CityWalk assessment that places staff "feet on the street" to document successful practices and areas needing improvement downtown. Hess said the work is intended to produce actionable data for departments and partner organizations.

"So somebody calls, I have a problem, they dial 311... 211 people can say, 'let’s put your information out there in the IRIS system, and then a community based organization can say, 'we can meet this person's needs,'" Hess said.

Vice Chair Emily Hinton described efforts to modernize resource fairs into an on‑demand digital model so residents who cannot attend in person can access information and short videos about services 24/7. "We're looking to... have some of our places in the resource guide do little commercials... available 24/7," Hinton said.

Andy Hubbell, executive director at Westin Bridges, emphasized the need for human contact and periodic in‑person guidance for families navigating benefit and discharge issues, noting the commission’s goal that "no one faces high‑stakes challenges alone." Hubbell said his organization has hosted quarterly forums where specialists explain processes and answer parents’ questions.

Council members asked follow‑up questions about handling Social Security notices and continuity of care for adults who rely on family advocates. Hess and commission members said the integration and standard operating procedures would be tested and shared with partner organizations so city staff and community providers have consistent guidance when complex cases arise.

No formal action was taken; commissioners requested staff follow up on implementation logistics and outreach materials. The commission said it has returned to full membership and aims to coordinate with city departments on timelines and pilot steps.