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211’s Role in Emergency Response and Recovery Presented by Pamela Hillier October 23rd , 2012

SUPPORTED BY


Presentation Outline • What 211 is • Community Connection (a regional 211 service provider) • The Goderich Tornado Experience • Role of 211 in Emergency Response & Recovery Project • 211 Ontario & Exercise Huron Challenge • Questions


211 Helps People Find the Right Community & Social Services

Call Centre

Database/Internet

Caller Needs

Three Primary Components 3


N11 System in Canada 211 – public information & referral services 311 - non-emergency municipal government services 411 - directory assistance 511 - weather, traffic & travel information 611 - telephone company repair service 711 - message relay for telephone devices for the deaf 811 - non-urgent health care telephone triage services 911 - emergency services 4


Current Population Served by 211

Canada 58% Ontario 100% United States 90%

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Province served by regional 211 Service Providers

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Community Connection • Registered charity, founded in 1969, governed by a volunteer board of directors • Agency mandate is to provide information and referral services • Multiple relationships with community agencies and levels of government across our region • Currently have 18 staff


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211 Central East Ontario Population Served

176,052

246,000+

Calls Answered

Referrals Made

Since launching in 2005

Since launching in 2005

211 Central East Ontario Historical Annual Call Volume 60,000 52,096

50,000 40,000

37,545 30,505

30,000 20,000 10,000

12,000

13,507

14,902

15,497

0 2005

2006

2007

2008

2009

2010

2011

185% Increase in Annual Calls Since Launching in 2005 15


211Ontario.ca

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Contact Tracking for Needs & Trends Reporting

Method of contact (phone, in person, email, tty) Who the contact is for (self, family, agency) About the inquirer (gender, age, postal code, source of income, language) About who the request is for (gender, age, postal code, source of income, language) Reason for contact (may be multiple) Contact outcome (information, referrals, advocacy, follow up, interpretation, transfer to crisis line) Referrals (each agency/program) Identified unmet need(s) Reason for unmet need(s) First time callers – how they heard about 211 Adhoc caller comments (about 211, feedback on referrals) 17


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2011 - Call Outcomes

211 Central East Ontario 25,852 22,110 3,825 139 24 21

Callers Received Information • No referral(s) provided • Callers requested specific information

Callers Received Information & Referral(s) • Callers presented questions or problems • Information & referral(s) to services were provided

Callers Received Assistance – No Referral • No referral(s) required • Listening, problem solving offered

Callers Received Advocacy Support • Callers requested assistance to connect with referrals • Assisted transfers to referral(s) was provided

Callers Received Crisis Intervention • Callers experiencing crisis or psychiatric emergency • Assisted transfer to specialized crisis lines or response services provided

Callers Received Follow Up • Callers required immediate services & assurance that contact was made • Follow up calls were made to ensure needs were met 19


211 Central East Ontario Unmet Needs & Service Gaps Unmet Needs Are a Result of:

    

Affordability Eligibility Transportation Wait Lists Accessibility

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211 Experience – Goderich Tornado

August 21st, 2011

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Between August 21st to September 30th - Answered 6,686 calls of which 1,346 were disaster related (including one TTY call) - Responded to 68 emails regarding the disaster - Registered 737 people to volunteer - Registered 481 people/businesses with donations - Called 243 people to volunteer

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Daily Disaster Related Calls to 211 Weeks One and Two (August 22nd to September 3rd) 250 200 150 100 50 0 Aug Aug Aug Aug Aug Aug Aug Aug Aug Aug Sep Sep Sep 22 23 24 25 26 27 28 29 30 31 1 2 3

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Post Disaster Database 42 New Listings First Six Months • Continually updated listings necessary to provide real-time information to callers – Received changes from Huron County and Goderich Town staff – Monitored social and news media – Also informed by callers – All information validated with key officials before going live • Database supported call centre • Database made available online

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Post Disaster Database Listings Examples • • • • • • • • •

Animals – found/lost Scam Artists – tips Banking services Building inspection Business updates Court services Donations Emotional/trauma support Laundry services

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Post Disaster Database Laundromat Example Service Description • As of Sunday August 28th, none of the laundromats in Goderich are back open. • Bluewater Cleaners – setting up a temporary location at 119 Bayfield Rd hopes to be open by the end of the week. Will call 211 when up and running. • Elite Commercial Cleaning – Phone number is not working. • Goderich Laundromat – not open at this time waiting for gas to be connected. Will call 211 when up and running. • Goderich Campgrounds with laundry facilities open to the public. Kincardine laundromats: • Penny’s Laundromat: 330 Durham Market South – 519-396-6556 • Cheers Laundromat: 337 Kincardine Ave. – 519-396-4592 • More…….

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Volunteers & Donations Management

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Volunteers & Donations Management

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Goderich Disaster Facebook Page August 20th to September 30th, 2011 Daily Logged-in Daily News Feed Date Daily Active Users Page Views Impressions

Daily Comments

The number of The number of times people who have Daily Comments Daily Page views people have viewed a interacted with or from users logged created on your News Feed story page's content viewed your Page or into Facebook posted by your Page. its posts. (Unique Users) (Total count) (Total count) (Unique Users)

Week 1

47,110

26,723

2,931,449

4,048

Week 2

32,971

4,642

1,678,036

1,218

Week 3

21,562

1,700

476,028

440

Week 4

22,680

1,425

314,642

307

Week 5

17,085

940

129,044

170

Week 6

10,234

643

77,879

135

Total

151,642

36,073

5,607,078

6,318 35


Project: April 2012 - March 2014 211 Role in Emergency Response Recovery

• Ontario 211 service providers for Central, Central East, Central South and Eastern are working together to:  Develop relationships with those involved in incident response and recovery  Explore, develop and document the role of 211 in incident response and recovery  Develop tools and templates which build on best practices  Share information and communicate learning  With funding from Ontario Trillium Foundation in addition to MCSS

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211 public inquiry role within the communications structure Emergency Responders & Other Agencies

Inquiring public

211 receives authoritative information from Emergency Information Officer

Municipal or Provincial Emergency Management Coordination

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During Response and Recovery

Public Inquiry

Database/Internet

Caller Needs

Three Primary Components 38


211 Ontario Regional Service Providers Disaster Exercise

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211 Regional Service Providers Exercise Huron Challenge 1) Conduct practice drills that would test:  notification and communication protocols  telecommunications call routing systems  administration of disaster resources  caller data element tracking and reporting capabilities  volunteer and donations registration processes. 2) Participate in functional exercises and responding to simulated situations along with other participants to acquire new information that would:  Determine how to provide 211 services on-site at reception and evacuation centres.  Define future protocols with Emergency Information Officers or other Emergency Personnel

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Pamela Hillier, Executive Director Community Connection/211 Central East Ontario 275 First Street, Box 683, Collingwood, ON L9Y 4E8 Desk 705.444.0040 x 234; Mobile 705.446.6831 phillier@communityconnection.ca

SUPPORTED BY


Emo bruce sector october 23 2012