SUPPORTED BY

Presented by Pamela Hillier

December 13th, 2012

211’s Role in Emergency Response and Recovery

Presentation Outline

1) What 211 is

2) About Community Connection/211 Central East Ontario

3) Our Goderich Tornado Experience

4) Provincial Project – 211’s Role in Emergency Response

& Recovery

5) Questions

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

5

Canada 58%

Ontario 100%

United States 90%

6

Province served by

seven Regional

Service Partners

211 Helps People Find the Right

Community & Social Services

7

Public Inquiry Online Directories Caller Needs

8

9

10

11

12

13

Community

Connection

- 2,041

- 5,594

- 158

- 2,372

- 929

- 1,979

- 1,496

- 386

- 1,175

- 1,820

- 32,545

- 1,597

Number of Calls by County/District52,000+ calls

In 2011

211Ontario.ca

infoMuskoka.ca

16

211 Muskoka

0

500

1000

1500

2000

2500

2008 2009 2010 2011

2008Service LaunchedAnnual Call Volume Growth

13.3% Government (all levels)

14.2% Home Supports

8.8% Housing & Utilities

8.4% Transportation

16.9% Health Services

2011 Top Five Caller Needs

12 - Family Doctor

10 - Various Goods/Services

5 - Transportation

4 - Dental Service Fees

1 - Prescription Drug Fees

1 - Utility Arrears

2011 Unmet Needs/Service Gaps2011 Unmet Needs/Service Gaps

211 Experience – Goderich Tornado

August 21st, 2011

17

18

19

0

50

100

150

200

250

Aug

22

Aug

23

Aug

24

Aug

25

Aug

26

Aug

27

Aug

28

Aug

29

Aug

30

Aug

31

Sep

1

Sep

2

Sep

3

Daily Disaster Related Calls to 211

Weeks One and Two (August 22nd to September 3rd)

Number of Calls Diverted to 211

First Two Weeks

Why People Called 211During the First Six Weeks

#1 – Volunteering

#2 – Donations

#3 – Businesses

#4 - Government

#5 – Financial

#6 – Environment

#7 – Legal Services

#8 – Community Agencies

#9 – Food/Meals

#10 – Housing

20

211 Response & Support First Six Weeks

• 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

21

Post Disaster Database42 New Listings First Six Weeks

• 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

22

Post Disaster DatabaseListings Examples

• Animals – found/lost

• Scam Artists – tips

• Banking services

• Building inspection

• Business updates

• Court services

• Donations

• Emotional/trauma support

• Laundry services

23

Post Disaster DatabaseLaundromat 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…….

24

Volunteer, Goods & ServicesRegistration

• Used Google Drive’s free APP to create shareable excel file

• Colour coded important entries, such as other municipalities offering crews and equipment; department stores with large donations of supplies; money

• Simple to use, no training needed

• All 211 staff could enter at one time

• File was sharable with specific County and Town staff to download, sort and print lists

25

Utilized FacebookFor Information and Rumour Control

• Focused on one Facebook page that had the most followers

• Actively posted news to:

� Promote the 211 phone number for volunteering

� Direct volunteers to specific activities

� Redirect unwanted donations

� Redirect unwanted volunteers

� Drive specific donations

26

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211 public inquiry role within the communications structure

Inquiring

public

Emergency Responders

& Other Agencies

Municipal or

Provincial

Emergency

Management

Coordination

211 receives

authoritative

information from

Emergency

Information

Officer

28

During Response and Recovery

29

Public Inquiry Online Directories Caller Needs

Related Activities

• Muskoka Emergency Resources Directory

• MoU with the District of Muskoka

• Presentations to Community Emergency Response Committees across the Central East region

• Perth County Pandemic Plan – Volunteer brokerage

• Exercise Huron Challenge

30

SUPPORTED BY

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

Questions?