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…….
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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
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During Response and Recovery
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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
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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
Questions?