Embed Size (px)
DESCRIPTION
Hurricane Sandy: Managing Call Surge with 2-1-1 Partners. Session Objectives. Make informed decisions around how to establish a disaster back-up systems Understand how to plan now for real time resource exchange and caller information before a disaster occurs - PowerPoint PPT Presentation
Citation preview
Hurricane Sandy: Managing Call Surge with 2-1-1 Partners
Session Objectives
Make informed decisions around how to establish a disaster back-up systems
Understand how to plan now for real time resource exchange and caller information before a disaster occurs
Consider the use of web based technologies as a part of the Continuity of Operations planning
Scenario
October 2013
Hurricane Sandy hits the NJ coastline causing 2.4 million power outages, 45,000 damaged
homes, transportation interruptions, thousands of displaced residents
NJ 2-1-1 Partnership with NJ Office of Homeland Security
Make emergency preparedness / disaster response information easily available to the public
Increase public awareness about the importance of preparing for emergencies and taking action.
Make scalable to provide information during times of increased DHS threat levels or statewide emergencies, i.e, floods, hurricanes, evacuations, health emergencies, etc.
Serve as the Missing Persons Portal for the public utilizing UVIS (Uniform Victim Identification System) as directed by the NJ OEM.
NJ 2-1-1 Role in a Disaster Public Information Portal
By dialing 2-1-1 or visiting www.nj211.org
Addictions Hotline: point of contact for medical Maintenance: methodone etc
UVIS – Uniform Victim Identification System
NJVOAD member
Assistance Guides: Floods, Hurricanes, Haitian Earthquake
For Hurricane Sandy, Rebuild & Volunteer Coordination
Long Term Recovery Coordination for NJ VOAD
Continuity of Operations
COOP Plan To Do Checklist
Testing Implementation
Sustainability Over Time
Hurricane Sandy Preparation
Shelter in Place: staff volunteer, food, cots, blankets
Send some staff home in case of power outages
Planning call with Palm Beach 2-1-1 Reviewed our Continuity of Operations Plan
with management team Tested Technologies
Technologies Web Based: Telecom (Five9), Caller Management System and Data Resources (Referral & Resource House) Premise Based (redundancy): Telecom (IP Office),
Referral and Resource House Installed on our servers Phone App: Resource House Communication Delivery: T-1s and FIOS that have back
up capability Utilities: Our Achilles Heal (no back-up generator)
#1 Challenge: Handling the Surge
Hurricane Sandy Calls October 28 – December 31, 2013
Received over 79,000 calls (85% in first three weeks)
Volunteers (Medical Reserve Corp, AmeriCorps, Spontaneous Volunteers) logged 5,783 calls and 590 hours a value of $12,390.
Back Up From 2-1-1 Palm Beach, Houston 2-1-1 and Vermont 2-1-1 (voice mails), 12,000 calls fielded by our partners
Web site saw 143,337 unique visitors viewed 281.902 web pages dedicated to Hurricane Sandy resources. Of those visitors 78% were new to the nj211.org website.
Top Needs included food replacement, sheltering, power outages, disaster food stamps & FEMA rumor control, disaster services (evacuations, emergency requests related to electrical outage), FEMA registration information, clean-up requests, local services, donations, and volunteering.
Developed an 83 page Hurricane Sandy Relief and Recovery Guide that is available at all DRCs, downloadable and web based for disaster case managers and others working with survivors in the field http://www.nj211.org/images/HurricaneSandy/NJ211HurricaneSandyResourceGuide.pdf
Getting Ready to Offset Calls to Partners Telecom: routing of calls, with ability to send a
percentage of overall calls
Resource Information: online real time resources, email exchanges, open communication line with partner to allow for emerging issues
Contact Records: provided hard copy forms, could used web based form or allow access to your internal systems. Needs List will drive reporting, make sure your needs match the disaster.
Timeframe: idea of how long calls will be answered by partners and long term plans to sustain overtime.
Providing Back-up in Houston
First asked on Sunday Nov 4th Began answering calls on Monday Nov 5th at
11:30am Committed to work together to provide 2-1-1
coverage and to track and report service results
How it worked
Routed calls to a dedicated “point to” number Inbound calls sent to a separate skill group of
Helpline specialists trained to handle calls Warm center room in a separate area from
local 2-1-1 call center Disaster resource information and orientation
supplied by 2-1-1 NJ. Suggested websites added to group favorites.
What Worked, Opportunities for Improvement Flexibility of our 2-1-1 Partners
Call Flow
Resources
Contact Records
Reporting
On Being Prepared Overview of Sample Tools
MOU with 211 Partner Highlights of COOP Plan Implementation Checklists:
As the sending 2-1-1 As the receiving 2-1-1
Individual Work: In your role, what can you do to start planning for sharing calls with 2-1-1 partners.
In Pairs, share your plans and brainstorm obstacles
Large Group Report Out
