Demand for 2-1-1 Demand for 2-1-1 Services During Services During DisasterDisaster

ByBySherry I. BameSherry I. Bame

Professor, Texas A&M UniversityProfessor, Texas A&M University&&

Kay ParkerKay ParkerVice President, United Way Brazos ValleyVice President, United Way Brazos Valley

College Station, TXCollege Station, TX

Statewide Role of 2-1-1 Texas

• Provide Basic Information and Referral

• Disaster and Emergency Management Support

• Homeland Security Support

• Disaster I&R

• Authorized, Consistent Information Dissemination to Public

• Emergency Management Support • Homeland Security Support• EOC & SOC Role as Community

Information Hub and Updates• Alert Scripts on 2-1-1 Phones - Accuracy

• Rumor Control

• Coordinate Volunteers and Donations

• AIRS’ First Responder Support

• Crisis Intervention and Human Services Coordination

Role of 2-1-1 in Disasters Role of 2-1-1 in Disasters

4HRRC 1/31/09

HoodHoward

Presidio BrewsterVal Verde

CulbersonHudspeth

Jeff Davis

El Paso

Crane

Pecos

Reeves

Crockett

Terrell

Upton Reagan

Andrews

Ward

Loving Winkler MidlandEctor Glasscock

Martin

Bandera

Jim Hogg

La Salle

Webb

Starr

Zapata

Dimmit

ZavalaMaverick

Kinney Uvalde

Frio

Medina

Nueces

Brooks

Hidalgo

Duval

Kenedy

Willacy

Cameron

Jim Wells

Kleberg

Wilson

McMullen

Bexar

Atascosa

BeeLiveOak

San Patricio

Karnes

GuadalupeGonzales

Mason

McCulloch

Edwards

Sutton

Schleicher

Kerr

Real

Kimble

Menard

Nolan

Tom GreenIrion

Mitchell

Sterling CokeRunnels

Concho

Coleman

Taylor Callahan

Bell

Blanco

KendallComal

Gillespie

Llano

Travis

Hays

Caldwell

BurnetWilliamson

Comanche

Mills

San Saba

Brown

Eastland

Hamilton

Lampasas

Coryell

Erath

Bosque

Somervell

Swisher

Randall

Hockley

Gaines

Yoakum

Cochran

Dawson

Terry Lynn

Lubbock

Deaf Smith

Bailey

Parmer

Lamb Hale

Castro

Hartley

Oldham Potter

Moore

Dallam Sherman

Knox

Kent

ScurryBorden

Garza

Crosby Dickens

Fisher Jones

King

Stonewall Haskell

Hall

MotleyFloyd

Briscoe

Hardeman

CottleFoard

Childress

JackYoung

Stephens Shackelford

Throckmorton

ParkerPalo Pinto

Wise

Baylor Archer

WilbargerWichita

ClayMontague

GrayCarson

Armstrong Donley

Hutchinson Roberts

Wheeler

Collingsworth

Hemphill

Ochiltree Hansford Lipscomb

Jefferson

Trinity

Brazos

Lavaca

VictoriaGoliad

Refugio

De Witt

Calhoun

Aransas

Jackson

Wharton

Milam

Bastrop

Fayette

Lee

Austin

Colorado

Burleson

Washington

Robertson

Waller

Brazoria

Matagorda

Fort Bend

Harris

Galveston

Chambers

Montgomery

Walker

Grimes

Madison

Jasper

Liberty

Hardin

Polk San Jacinto

Tyler

Anderson

Ellis

Falls

McLennan

Hill

Freestone

Limestone

Leon

Navarro

Henderson

DallasTarrant

Johnson

Denton

Kaufman Van Zandt

Collin

Rockwall

Hunt

Smith

Cherokee

Houston

Nacogdoches

Angelina

Rusk

Shelby

Panola

Franklin

RainsWood

Hopkins

Marion

Gregg

Upshur

Harrison

Titus

Camp

Morris Cass

New

ton

Orange

San Augustine

Sabine

FanninCooke Grayson

Delta

Lamar Red River

Bowie

Gulf Coast Region*

South Central TX Region*

North Central Texas Dallas Region*

North Central Texas Fort Worth Region*

Rio Grande Region*

Panhandle Region*

South Plains Region*

Alamo Region*

Tip of Texas Region*

Heart of Texas Region

North Texas Region

Brazos Valley Region*

Coastal Bend Region

Permian Basin Region*

Central Texas Region*

Texoma Region*

Concho Valley Region

West Central Texas Region

Southeast TX Region*

South Texas Region

Golden Crescent Region

East Texas Region

North East Texas Region

Middle Rio Grande Region

Deep East TX Region

Texas I&R Network (TIRN) Disaster Response:25 Regional AIC Partners for Statewide Coverage

• Official State network July, 2004

• Hardware networked for compatibility & roll-over calls

• Procedures & policy

development Statewide

2-1-1 Citizens Link to Critical Information

Cindy, 1963$13 million

Charley, 1998

Amelia, 1978

TS Claudette, 1979$750 million

Frances, 1998$10 million

Katrina, 2005$75 billion

Rita, 2005$10 billion

TS Allison, 2001$4.8 billion

Ike, 2008$18 billion

T.S. Gustav, 2008

Dolly, 2008$750 million

Edouard 2008

Katrina Katrina August 29, 2005August 29, 2005

Rita Rita September 24, 2005September 24, 2005

6

Meet Katrina… Meet Katrina… What a Disaster!What a Disaster!Meet Katrina… Meet Katrina…

What a Disaster!What a Disaster!

KatrinaKatrina

First Phone Call Aug 30 (and 10,036 more for B/CS) Statewide ~ 625,339 After Katrina, Rita Arrived Immediately!!! Condition of Staff and Volunteers Meeting Local and Statewide Needs Different needs for each hurricane

Staffing and VolunteersStaffing and Volunteers

Full Time – 2 Part Time – 3 students New I&R Full Time – 1 (1st day on the job) New I&R Director – Graduating Volunteers

RSVP MicroAge Space

26th AIC

HRRC 1/31/09HRRC 1/31/09 99

But, wait! There’s More… But, wait! There’s More… Meet Rita!Meet Rita!

But, wait! There’s More… But, wait! There’s More… Meet Rita!Meet Rita!

Rita…Rita…B/CS - Evacuation B/CS - Evacuation DestinationDestination Primary Shelter Hub Local Needs Local Needs for 2-1-1

Donations Volunteers Financial Donations Long Term Housing Transportation

Strain on staff Day-to-day survival for us, too! Not used to delivering news that doesn’t help

Brazos County EOCBrazos County EOC Excellent, Long-term Relationship Seat at the EOC Utilizing 2-1-1 for Community Resources Problems when 2-1-1 Activated Statewide Redefined Role Over Time

Texas SOC ResponseTexas SOC Response

2-1-1 Seat at SOC First Time No Consistent Method of Information

Distribution Totally Different Responses for Katrina and

Rita

V0ADV0AD

Financial Donations Non-financial Donations Food and Water Unmet Needs Committee Case Management

Lessons LearnedLessons Learned

Forms and procedures revised FT Disaster Manager Hired at State Level Transportation Registry Capturing Data and Need ‘Warm’ Centers Knowledge Base Use of Volunteers Reconsidered use of 2-1-1 for local needs AIRS Disaster Response Team

Lessons Learned 2008Lessons Learned 2008

Improved Knowledge Base to Log Calls and Retrieve Data

Statewide Training and Procedures Volunteer Component Staff Scheduling Debriefing

Lessons Learned - DRTLessons Learned - DRT

Streamlined ProceduresImproved CommunicationsDRT ManualData and Need

DatesWhenNeedReferral

Questions?Questions?

Thank You!

Kay ParkerKay Parker

kparker@uwbv.orgkparker@uwbv.org