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 1 In your EOP?: • 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? 2 I can’t pay my rent My child is on drugs I need food I need to find childcare We can’t help with that Please call back when we’re open I’ll try to transfer you to an agency who can help We only do senior daycare Why did you call us? I don’t know, please hold. I want to volunteer We don’t serve your county. I’m not sure who you can call. 3 After Implementation of 2-1-1 I can’t pay my rent My child is on drugs 2-1-1, how may I help you? Drug Rehabilitation Center I need food 2-1-1 Volunteer Center Rental Assistance Program I need to find childcare I want to volunteer Yes, I can connect you with someone who can help… Child Care Resource And Referral Food Closet 4 What is 2-1-1: • Free, easy to remember dial code • One-Stop shop to resources statewide • Known as the number to Get Help, Give Help… An Initiative of: 5 What Happens on a Call? 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. 6 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? 7 The Need for a Call Center During Disasters • Central location for information flow • Rumor Control • Seamless system for matching offers to needs of agencies/individuals • Technology cost savings 8 FEMA G288 Local Volunteer and Donations Management Unit 7: Information Management 2-1-1 Connects Alabama Map 1) 2-1-1 Information and Referral of NW Al United Way of Northwest Alabama Myra Childs 6) 2-1-1 Connects South Central Al 256-349-2946 HandsOn River Region [email protected] Jo Ann Johnson 334-264-4636, ext. 2 2) 2-1-1 HELPline [email protected] Crisis Services of North Alabama Jessica Rasche 7) United Way 2-1-1 Community 256-716-4052, ext. 155 Connections [email protected] United Way of Lee County Kristi Holt 3) 2-1-1 Information and Referral 334-745-5540 United Way of West Alabama [email protected] Tamika Alexander 205-345-7775 8) United Way of Southwest Al [email protected] Information And Referral 2-1-1 United Way of Southwest Alabama 4) 2-1-1 Central Alabama Lifelines Counseling Services United Way of Central Alabama Jan Preslar Shayne Rittman 251-431-5100 205-458-2050 [email protected] [email protected] 5) 2-1-1 First Call for Help United Way of Etowah County Susan Carter 256-546-4357 [email protected] 9) Wiregrass United Way 2-1-1 David E. Duke 334-863-1963 [email protected] 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 The 2-1-1 Function in the EOC: 14 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 2-1-1 Responds: Timeline • 2008 – Hurricane Gustav – State publicizes for non-emergency disaster information. • 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 2-1-1 Responds: Timeline • April 2010: 2-1-1 Connects Alabama partners with the State to answer calls pertaining to the BP oil spill. Volunteer Find a job Get counseling Report damage Get accurate info 7.19 2-1-1 Disaster Response: Always Learning, Always Planning Plan/Practice Practice/Plan Capacity Partnerships Making It Work 7.20 2-1-1 Disaster Response: After-Action Reports 21 Dial 2-1-1 or 1-888-421-1266 www.211alabama.org Jo Ann Johnson HandsOn River Region 2101 Eastern Boulevard, Suite 322 Montgomery, Al 36117 334-264-3335 [email protected] THANK YOU! 22