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1 2-1-1 Alabama: Information and Referral Before, During, and After Disasters December 2, 2014 Presented by: Jo Ann Johnson HandsOn River Region Executive Director
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2-1-1 Alabama:Information and Referral
Before, During, and After Disasters
December 2, 2014
Presented by: Jo Ann JohnsonHandsOn River Region
Executive Director
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• What technology do you use to accept and track ”human” needs and available services.
• What are your procedures for matching offers to the needs identified.
• What type of information management system(s) do you use to help match offered services to identified needs.
• How do you disseminate critical information to the public?
In your EOP?:
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I can’t paymy rent
My child ison drugs
I need foodI need to find
childcareI want tovolunteer
Why did you call
us? I’m not sure who you can
call.
We can’t help with
that
I don’t know, please hold.
I’ll try to transfer you to an agency who can help
We only do senior daycare
We don’tserve your
county.
Please callback whenwe’re open
Currently, thousands of times a day…
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22--11--11
I can’t paymy rent
My child ison drugs
I need foodI need to find
childcareI want tovolunteer
Food ClosetChild CareResource
And Referral
RentalAssistance
Program
VolunteerCenter
DrugRehabilitation
Center
After Implementation of 2-1-1
2-1-1, how mayI help you?
Yes, I can connect you with
someone who can help…
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• Free, easy to remember dial code • One-Stop shop to resources statewide
• Known as the number toGet Help, Give Help…
What is 2-1-1:
An Initiative of:
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Our Information and Referral Specialists:
• Assess, understand, and prioritize callers’ needs
• Identify and offer appropriate resources
• Help callers make informed decisions
• Provide advocacy for those needing extra support
• Follow up with callers to identify gaps in service and to measure effectiveness.
Our goal is to empower individuals to be
their own advocates.
What Happens on a Call?
The Need for a Call Center During Disasters
Determined by:
• Media attention
• An overwhelming number of phone calls to the EOC!!
Who can relate?
What did you do?
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• Central location for information flow
• Rumor Control
• Seamless system for matching offers to needs of agencies/individuals
• Technology cost savings
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The Need for a Call CenterDuring Disasters
FEMA G288 Local Volunteer and Donations ManagementUnit 7: Information Management
2-1-1 Connects Alabama Map
1) 2-1-1 Information and Referral of NW AlUnited Way of Northwest AlabamaMyra [email protected]
2) 2-1-1 HELPlineCrisis Services of North AlabamaJessica Rasche256-716-4052, ext. [email protected]
3) 2-1-1 Information and ReferralUnited Way of West AlabamaTamika [email protected]
4) 2-1-1 Central AlabamaUnited Way of Central AlabamaShayne [email protected]
5) 2-1-1 First Call for HelpUnited Way of Etowah CountySusan [email protected]
6) 2-1-1 Connects South Central AlHandsOn River RegionJo Ann Johnson334-264-4636, ext. [email protected]
7) United Way 2-1-1 Community ConnectionsUnited Way of Lee CountyKristi [email protected]
8) United Way of Southwest AlInformation And Referral 2-1-1United Way of Southwest AlabamaLifelines Counseling ServicesJan [email protected]
9) Wiregrass United Way 2-1-1David E. [email protected]
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6 7
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211 Connects Alabama
Disaster/Emergency Preparedness Plan
Activation based on State EOC
Activation Level and as indicated in State Support Annex 1
Support Annex I (Volunteer and Donations Management)
The United Way of Alabama 211 Call Center will serve as a means of information and referral dissemination prior to and during a disaster.
The 2-1-1 Function in the EOC:
Emergency Support Function 6 (Mass Care, Emergency Assistance, Housing, and Human Services)
Serve Alabama
Red Cross
DHR
Senior Services
Mental Health
Public Health
VOAD
2-1-1
There We Are!7.13
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The 2-1-1 Function in the EOC:
The 2-1-1 Function in the EOC
• Provide information– A perfect “fit!”
• Seamless Information Flow • Networking Capacity – Our partners!• Known by the general public as a number to call for
help
Who said “ghost busters” is who you gonna call?
- Bill Atchison
7.15
The 2-1-1 Function in the EOC
• Control the flow of resources into and out of the affected area
• Identify specific needs
• Provides a check between what we think is happening and reality
• Call volume and nature of calls help identify systemic
problems and pockets of need
• Helps responders at all levels to know where to deploy resources
7.16
2-1-1 Responds: Timeline
• September 2004 – Hurricane Ivan• Hurricanes of 2005
• Hurricane Dennis• Hurricane Katrina• Hurricane Rita
• 2007 Enterprise Tornado• 2008 Responses
• Hurricane Ike• Prattville, Moulton, Arab Tornadoes
7.17
• 2008 – Hurricane Gustav – State publicizes for non-emergency disaster information.
2-1-1 Responds: Timeline
• 2009 – 2-1-1 Connects Alabama is written into the State’s Emergency Operations Plan (EOP).
• 2-1-1 has seat at State’s Emergency Operations Center(EOC).
7.18
• April 2010: 2-1-1 Connects Alabama partners with the State to answer calls pertaining to the BP oil spill.
2-1-1 Responds: Timeline
Volunteer
Find a job
Get counseling
Report damage
Get accurate info
7.19
2-1-1 Disaster Response:Always Learning, Always Planning
CapacityPartnerships
Making It Work
Plan/PracticePractice/Plan
7.20
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2-1-1 Disaster Response:After-Action Reports
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Dial 2-1-1 or 1-888-421-1266www.211alabama.org
Jo Ann JohnsonHandsOn River Region
2101 Eastern Boulevard, Suite 322Montgomery, Al 36117
THANK YOU!
