SUPPORTED BY

211’s Role and Function in

Emergencies and Non Emergencies

What is 211?

2

• 211 is an easy to remember telephone number that helps people find the right community and social services in their community

• Calls to 211 are answered live by trained information and referral specialists 24/7/365

• The service is available in 150 languages

• Also available by relay service for the hearing impaired and by email

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

3

Components of 211 Service Delivery

4

Public Inquiry Online Directories Caller Needs

211Ontario.ca

Online Directories

Informationniagara.com

SUPPORTED BY

How 211 can help during and following an incident or Emergency

6

During and Following an Incident

7

Public Inquiry Online Directories Caller Needs

211 Services Role During Emergency

Public Information

• Field calls from the public regarding non-emergencyinformation such as: Evacuation information Location of shelters Road closures & traffic detours

• Central access point to register volunteers & donations of goods

• Rumour control by monitoring social media and posting facts or notices to call 211 or visit specific websites

• Help reduce non-emergency calls to 911 and other municipal and government lines

8

211 public inquiry role withinthe communications structure

Inquiring public

Emergency Responders& Other Agencies

211 Links with

Municipal or Provincial

Emergency Management Coordination

211 Links with

Municipal or Provincial

Emergency Management Coordination

211receives

authoritative information

from Emergency Information

Officer

9

211 Services During Emergency

Online Directories

• Continually update disaster database with information & services emerging

• Make database available to other organizations in the community

• Maintain a continual information exchange with EIO to ensure only authoritative information is disseminated

• Collect customized details about people who want to volunteer & donations of goods & make available in real-time to emergency management personnel

10

211 Services During Emergency

Caller Needs

• Provide real-time reports to EIO to support emergency response

• Aggregates useful information for government, funders, planners, agencies, researchers and policy makers

• Tracks changing service needs, unmet needs, service gaps and trends

• After Action Reports with aggregated data to support information needs of municipalities and other levels of government

11

SUPPORTED BY

Free confidential live answer Information Niagara/Central South OntarioCall 211 or visitwww.211ontario.ca

Questions?