2-1-1 Participation in a Flu Pandemic Simulation for

CDCrsquos Nurse Triage Line Project

Lisa M Koonin Centers for Disease Control and Prevention (CDC)

Atlanta Georgia

Stephen Wertheim United Way of Greater Cleveland 211

Cleveland Ohio

Angela Mora El Paso Texas 211

El Paso Texas

Charisse Pizarro-Osilla Oregon Poison Center

Portland Oregon

Exploring a Coordinated Network of Nurse Triage Lines for Use

During an Influenza Pandemic CDCrsquos Collaborative Efforts

Lisa M Koonin DrPH MN MPH Lead Pandemic Medical Care and Countermeasures

Task Force Centers for Disease Control and Prevention

Atlanta GA

Exploring a Coordinated Network of Nurse Triage Lines for Use

During an Influenza Pandemic CDCrsquos Collaborative Efforts

Lisa M Koonin DrPH MN MPH Lead Pandemic Medical Care and Countermeasures

Task Force Centers for Disease Control and Prevention

Atlanta GA

Background

Potential Problems During a Severe Pandemic

Public needs timely accurate information about when and where to seek care

EDs clinics and medical offices crowded Surge on medical facilities

Delays seeing a provider

Potential for delay in antiviral treatment

Minnesota ndash Nurse Triage Line (NTL) During the 2009 H1N1 Pandemic

bull MDH partnered with the 8 Minnesota health plans and 2 hospital systems ndash one toll-free number common protocol

bull MDH created an additional nurse triage line for the uninsured (and for those in health plans without a NTL)

bull From Oct 2009 - March 2010 gt 27300 calls were received

bull Nurses offered antiviral prescription to callers per protocol and standing orders

bull State Medical Epidemiologist signed protocol

bull Telephone survey evaluation was conducted

bull Estimated 11000 unneeded health care facility visits were avoided

Callers to MN FluLine

Screener

Not ill not exposed -

Information only

bull 211

bull MDH public hotline

bull Websites (MDH CDC Mayo)

bull Other community resources

Ill or exposed to

someone with flu-like

symptoms

Health plan

participating in the

MN FluLine

Partner administers

MDH protocol

MN FluLine System Design

No insurance or

health plan not

participating in MN

FluLine

Contractor

administers MDH

protocol

Spaulding et al 2012

Public Health Reports

1275

NTL Project Goals ndash Launched 2011

bull Improve access to antiviral prescriptions for ill persons during a severe pandemic

bull Enhance provision of timely and accurate information to the public

bull Explore alternatives to face-to-face provider encounters to reduce medical surge and increase appropriate use of medical care resources

bull Investigate an ldquoopt-inrdquo mobile texting service (Voxivarsquos FluCare) to provide antiviral Rx follow-up

How Can We Build On Existing Systems

COORDINATED RESPONSE

211 and other

info lines

Health Plan NTLs

Hospital NTLs

Providers amp Clinic

NTLs

Other NTLs

Public Health

Emergency NTLs

NEW NTLs Poison Control

Centers

Why Poison Control Centers

bull Operate in every state 247

bull Experience in providing its services during 2009 H1N1 pandemic

bull Excel at providing telephonic triage and treatment recommendations

bull Staffed by trained registered nurses physicians toxicologists and pharmacists

bull Manage patients at home and outside of a healthcare facility

Why 2-1-1

bull 241 call centers across the US

bull Provided services during prior emergencies including H1N1 pandemic

bull Experienced in determining what callers need and directing them appropriately

bull Can provide locally relevant information from public health

bull National network can balance surge in call volume

Initial Concepts for NTLs

EXISTING 2-1-1 Lines and NTLS

1 Pandemic emerges that causes widespread illnessdeath in US

CDC issues guidance for diagnosis and treatment

2 Pandemic is causing high potential for morbiditymortality existing call lines are heavily engaged and HC facilities are experiencing surgeimminent surge

New NTLs based on 2-1-1 amp PCCs

CDCrsquos Nurse Triage Line Project Simulation Exercise February 21 2013

bull Participants West Texas Regional Poison Center 2-1-1 (El Paso TX amp Cleveland OH) CDC and public health partners on February 21 2013

bull Understand how 2-1-1 and PCCs manage a surge of callers bull Individual call centers and staff were NOT evaluated

bull Assess the caller experience to inform acceptability of model

bull Scenario based on a severe influenza pandemic with many ill bull Emergency rooms and healthcare provider offices are very

crowded resulting in delays for patients seeking treatment bull Antiviral medicines are effective for treating ill persons

Overall Concept

Assess feasibility of using 2-1-1 Call Centers and Poison Control Centers (PCCs) as adjuncts to existing Nurse Triage Lines by

bull Exploring the ability of a 2-1-1 call center to triage influenza-related calls and refer to a PCC as appropriate

bull Exploring a PCCrsquos ability to handle a surge in calls

bull Use a just-in-time protocol to triage

bull Determine ifhow the PCC can provide access to prescriptions for antiviral medications

NTL PCC Simulation Objectives

NTL PCC Simulation Call Flow

bull Pre-established toll-free numbers wIVR

bull 2-1-1 made warm transfers to the poison center

Callers

2-1-1 El Paso TX amp

Cleveland OH Healthcare Plan NTL

(SIM Cell)

West Texas Regional Poison

Center (PCC)

2-1-1 Agent provides information only

Antiviral Rx

If indicated

NTL Simulation Exercise Stakeholders

bull CDC bull Oak Ridge Institute for Science and

Education (ORISE) bull Association of State and Territorial

Health Officials (ASTHO) bull National Association of County amp City

Health Officials (NACCHO) bull American Assoc of Poison Control

Centers (AAPCC) bull West Texas Regional Poison Center

(WTRPC) bull Texas Department of State Health

Services bull City of El Paso Department of Public

Health

bull El Paso CityCounty Office of Emergency Management

bull El Paso 2-1-1 bull 2-1-1 United Way bull 2-1-1 Texas bull American Academy of Ambulatory Care

Nursing (AAACN) bull Rocky Mountain Poison and Drug Center bull National Association of Community

Pharmacies bull National Association of Chain Drug Stores bull RxResponse bull Health Resources Service Administration bull Veterans Health Administration bull Emory RSPH Student Outbreak Response

Team (SORT)

Potential Benefits of Coordinated Network of Pandemic NTLs

bull Improve access to prescriptions for antiviral medications

bull Direct ill persons to care if needed bull Reduce unnecessary ED clinic and provider

visits (minimize surge) bull Provide accurate information to the public

(home care antivirals infection control at home whenwhere to seek care outbreak information)

bull Reduce transmission of infection in waiting room areas

bull Reduce misinformation and rumors about pandemic

Next Steps

Complete project activities

bull Learn about ldquofitrdquo with state and local plans Community Planning Stakeholder Meetings (Seattle WA March 21 and Portland ME May 2)

bull Identify nurse triage capacity in US Create a registry of all US nurse triage centers

bull Create telephone hand-off pathways between 211 centers and health plan nurse triage lines

bull Define training needs bull Establish and maintain a ldquowarm baserdquo bull Explore feasibility of conducting drillsexercises bull Cost analysis bull Present project findings and recommendations to

CDCHHS leadership for incorporation with future (pandemic) plansoperations

Thank You

Lisa Koonin LKooninCDCgov

CDC ndash Nurse Triage Line

2-1-1 Supporting a Flu Pandemic Helpline United Way Worldwide2-1-1 Engagement

Stephen Wertheim

Director United Way of Greater Cleveland 211

Cleveland Ohio

Introduction

United Way Worldwide has a unique relationship with the 2-1-1

network and is able to leverage the capabilities and capacity of many

2-1-1 organizations to provide a single platform and nationwide access

to those in need

21

2-1-1 US Big Count 2012

2-1-1 Calls ndash ProgramNeeds Category Breakdown

National 2-1-1 ProblemNeeds

2009

of

total

2010

of total

2011

of total

2012

of

total

2012

Total problemneeds

Housing amp Utilities

2663

2509

2474

2672

4513090

Food amp Meals

10

1202

1323

1467

2476940

Information Services

1333

1025

1127

1052

1776384

Income Support amp Assistance

1017

1001

834

1026

1732691

Individual Family amp Community

Support

66

902

907

761

1285230

Legal Consumer amp Public Safety

575

796

1046

753

1272025

Health Care

916

63

531

702

1185799

Mental Health amp Addictions

566

634

662

54

911628

Clothing Personal and Household

316

297

278

292

493495

Transportation

158

191

163

203

343056

Other GovernmentEconomic

Services

195

266

178

178

301089

Employment

168

162

122

129

217273

Education

153

141

116

11

186061

Disaster Services

124

087

103

103

173460

Volunteers amp Donations

102

135

101

092

154861

Arts Culture amp Recreation

033

044

035

033

55632

Total reported problemneeds

16888111

June 14 2013 22

UWW2-1-1 Helping communities in times of need

Serving Communities during crises major events

bull Hurricane Sandy

bull H1N1 amp SARS

bull Returning Veterans

bull Aurora and Sandy Hook shooting

UWW and 2-1-1 partnership for nation-wide initiatives

bull Dignified Homeowners Transition Project (Bank of America)

bull Advocating for and connecting callers to local healthcare and PODS

bull Strengthening relationships with the local and national medical

communities to assist with building prevention models

June 14 2013 23

24

2-1-1 Response During Disasters

1) Pre-event

bull Information about evacuation

bull Inquiries from people with special needs

bull Preparations for the event

2) During the event

bull Reassurance

bull Interagency inquiries

bull Clearinghouse for volunteersdonations

3) Immediate Aftermath

bull Location of essential services

(water ice food shelter)

bull Power outages

bull Case management

4) Recovery

bull Disaster relief financial assistance

bull Disaster-related transportation

bull Overcoming access barriers to disaster benefits

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Introduction

United Way Worldwide has a unique relationship with the 2-1-1

network and is able to leverage the capabilities and capacity of many

2-1-1 organizations to provide a single platform and nationwide access

to those in need

21

2-1-1 US Big Count 2012

2-1-1 Calls ndash ProgramNeeds Category Breakdown

National 2-1-1 ProblemNeeds

2009

of

total

2010

of total

2011

of total

2012

of

total

2012

Total problemneeds

Housing amp Utilities

2663

2509

2474

2672

4513090

Food amp Meals

10

1202

1323

1467

2476940

Information Services

1333

1025

1127

1052

1776384

Income Support amp Assistance

1017

1001

834

1026

1732691

Individual Family amp Community

Support

66

902

907

761

1285230

Legal Consumer amp Public Safety

575

796

1046

753

1272025

Health Care

916

63

531

702

1185799

Mental Health amp Addictions

566

634

662

54

911628

Clothing Personal and Household

316

297

278

292

493495

Transportation

158

191

163

203

343056

Other GovernmentEconomic

Services

195

266

178

178

301089

Employment

168

162

122

129

217273

Education

153

141

116

11

186061

Disaster Services

124

087

103

103

173460

Volunteers amp Donations

102

135

101

092

154861

Arts Culture amp Recreation

033

044

035

033

55632

Total reported problemneeds

16888111

June 14 2013 22

UWW2-1-1 Helping communities in times of need

Serving Communities during crises major events

bull Hurricane Sandy

bull H1N1 amp SARS

bull Returning Veterans

bull Aurora and Sandy Hook shooting

UWW and 2-1-1 partnership for nation-wide initiatives

bull Dignified Homeowners Transition Project (Bank of America)

bull Advocating for and connecting callers to local healthcare and PODS

bull Strengthening relationships with the local and national medical

communities to assist with building prevention models

June 14 2013 23

24

2-1-1 Response During Disasters

1) Pre-event

bull Information about evacuation

bull Inquiries from people with special needs

bull Preparations for the event

2) During the event

bull Reassurance

bull Interagency inquiries

bull Clearinghouse for volunteersdonations

3) Immediate Aftermath

bull Location of essential services

(water ice food shelter)

bull Power outages

bull Case management

4) Recovery

bull Disaster relief financial assistance

bull Disaster-related transportation

bull Overcoming access barriers to disaster benefits

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 US Big Count 2012

2-1-1 Calls ndash ProgramNeeds Category Breakdown

National 2-1-1 ProblemNeeds

2009

of

total

2010

of total

2011

of total

2012

of

total

2012

Total problemneeds

Housing amp Utilities

2663

2509

2474

2672

4513090

Food amp Meals

10

1202

1323

1467

2476940

Information Services

1333

1025

1127

1052

1776384

Income Support amp Assistance

1017

1001

834

1026

1732691

Individual Family amp Community

Support

66

902

907

761

1285230

Legal Consumer amp Public Safety

575

796

1046

753

1272025

Health Care

916

63

531

702

1185799

Mental Health amp Addictions

566

634

662

54

911628

Clothing Personal and Household

316

297

278

292

493495

Transportation

158

191

163

203

343056

Other GovernmentEconomic

Services

195

266

178

178

301089

Employment

168

162

122

129

217273

Education

153

141

116

11

186061

Disaster Services

124

087

103

103

173460

Volunteers amp Donations

102

135

101

092

154861

Arts Culture amp Recreation

033

044

035

033

55632

Total reported problemneeds

16888111

June 14 2013 22

UWW2-1-1 Helping communities in times of need

Serving Communities during crises major events

bull Hurricane Sandy

bull H1N1 amp SARS

bull Returning Veterans

bull Aurora and Sandy Hook shooting

UWW and 2-1-1 partnership for nation-wide initiatives

bull Dignified Homeowners Transition Project (Bank of America)

bull Advocating for and connecting callers to local healthcare and PODS

bull Strengthening relationships with the local and national medical

communities to assist with building prevention models

June 14 2013 23

24

2-1-1 Response During Disasters

1) Pre-event

bull Information about evacuation

bull Inquiries from people with special needs

bull Preparations for the event

2) During the event

bull Reassurance

bull Interagency inquiries

bull Clearinghouse for volunteersdonations

3) Immediate Aftermath

bull Location of essential services

(water ice food shelter)

bull Power outages

bull Case management

4) Recovery

bull Disaster relief financial assistance

bull Disaster-related transportation

bull Overcoming access barriers to disaster benefits

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

UWW2-1-1 Helping communities in times of need

Serving Communities during crises major events

bull Hurricane Sandy

bull H1N1 amp SARS

bull Returning Veterans

bull Aurora and Sandy Hook shooting

UWW and 2-1-1 partnership for nation-wide initiatives

bull Dignified Homeowners Transition Project (Bank of America)

bull Advocating for and connecting callers to local healthcare and PODS

bull Strengthening relationships with the local and national medical

communities to assist with building prevention models

June 14 2013 23

24

2-1-1 Response During Disasters

1) Pre-event

bull Information about evacuation

bull Inquiries from people with special needs

bull Preparations for the event

2) During the event

bull Reassurance

bull Interagency inquiries

bull Clearinghouse for volunteersdonations

3) Immediate Aftermath

bull Location of essential services

(water ice food shelter)

bull Power outages

bull Case management

4) Recovery

bull Disaster relief financial assistance

bull Disaster-related transportation

bull Overcoming access barriers to disaster benefits

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

24

2-1-1 Response During Disasters

1) Pre-event

bull Information about evacuation

bull Inquiries from people with special needs

bull Preparations for the event

2) During the event

bull Reassurance

bull Interagency inquiries

bull Clearinghouse for volunteersdonations

3) Immediate Aftermath

bull Location of essential services

(water ice food shelter)

bull Power outages

bull Case management

4) Recovery

bull Disaster relief financial assistance

bull Disaster-related transportation

bull Overcoming access barriers to disaster benefits

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

How do we fit within the Nurse Triage Project

UWW2-1-1 NTL helpline can serve as the front door to the nurse

triage project

1 Coordinate 2-1-1 centers providing callers a unified and

consistent means of getting updated information pertaining to the

pandemic immunization centers health related information and

referral and basic call triaging

2 Deflect visits to doctors amp emergency rooms based on accurate

and timely information provided by Dept of Health while providing

callers with secondary information such as insurance options

3 Conserve nursesmedical professionalrsquos time for those needing

health assessment and treatment options

4 Provide timely population-based trend and surveillance data to

inform outreach efforts Real-time reporting and analysis

5 Provide a caller ldquofollow uprdquo or ldquocall backrdquo option thru voicetext

25

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Clevelandrsquos Experience Preparation and

Participation

1 Clevelandrsquos participation was at the last minute

2 Participated on weekly calls

3 1 Team Lead 3 agents

4 Informal Scripting provided

5 Agents added to UWW cloud platform and connectivity tested in

advance Any adjustments needed were shared with UWW

6 Simulation exercise materials were distributed to staff to review

7 2 trainingpreparation sessions in advance of simulation

26

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Clevelandrsquos Experience Lessons Learned

1 Great experience to see how the CDC tests and manages a

simulation They used a collaborative approach and requested a

lot of feedback from our center and our agents

2 Simulation has broad applicability 2-1-1s have potential to

respond on a national level to events that confront our

communities with the right technology

3 As a consequence of this experience our center began to think

more broadly about what resources need to be included in our

database prior to a pandemic For example adding the health

insurance carrier NTLs serving our area

4 Our IampR staff are skilled ndash with a little bit of training and a good

resource database they can answer calls that are outside of their

normal scope of responsibility quite easily

27

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

28

Contact

Lisa Austin Director UWW 2-1-1 Enhancements

United Way Worldwide

701 N Fairfax St

Alexandria VA 22314

7038367112 x 489

540-498-7043

LisaAustinuwwunitedwayorg

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Thank you

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Texas

and the

Nurse Triage Line Simulation

Project

2-1-1 Rio Grande Region

El Paso Texas

Angela Mora

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Texas System

Texas information amp Referral Network

(TIRN) ndash Austin TX

25 AICs 100 coverage

3 Warm Centers Abilene

Austin Houston

Over 4 million IampR calls

handled annually

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Texas System (2)

25 AICs 100 state coverage

3 Warm Centers Abilene Austin Houston

Over 4 million IampR calls handled annually

2-1-1 Texas Rio Grande RegionEl Paso TX

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

State Funding

Over $14Myear to support the system

$11M direct support to AICs

$3M for telephony database taxonomy licenses etc

2012 Migrated database - from multiple software programs to one state-wide software program

Cost approximately half a million on-going costs $400000 annually

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Beth Wick- Program manager

Holly Gordon-

Resource Manager

Debi Smith-

Program Liaison for

Area Information

Centers

Veronica

Villanueva-

Contract Manager

Unit Lead

Allen Irby- Service

Manager

Neva Price- Fiscal

Coordinator

Henry Thomas-

Contract Manager

VACANT

TIRN Administration

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1rsquos 4 Functions

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Emergency Preparedness

2007 ndash Texas creates Transportation Assistance Registry (TAR) and 2-1-1 assigned data entry role for the TAR data (2014 STEAR Special Transportation Evacuation Assistance Registry)

211 participates in the State Operations Center during events requiring emergency response

2007 TIRN registers callers who fear may be unable to evacuate during emergencies

TAR available to local emergency management officials on a real-time basis

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Emergency Preparedness (2)

3 Warm Centers Action Steps

2-1-1 Texas in 2007-2008 responded to 4 major

hurricanes

Responded to

other emergencies

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

AIC contacts Warm Center (WC) copies 2-1-1 TIRN of the event or 2-1-1

TIRN receives SOC email and notifies AIC of event

If first contact does not respond WC continues call down list until successful

in locating a representative to confirm items 1-3 above If unable to locate an

actual 2-1-1 TIRN staff member contact 2-1-1 State Operations Rep

Information needed to initial contact

1 Location of type of event

2 Whether AIC is able to function

3 Whether AIC is able to capture

and communicate disaster

information

2 If AIC functional it is assumed that AIC is

able to capture communicate disaster

information AIC are responsible for

capturingentering all disaster resource

updates into CommunityOS

3 If AIC is functional and communicating all

information then Incident Command for that

event is the AIC with TIRNrsquos support AND

WCs

A message may be posted on scoreboard marquee announcing the disaster the region

the TIRN or WC that is the initial contact regarding resource communications

REGIONAL EVENT

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

The H1N1 Experience

In 2009 - Texas HHSC joins 2-1-1 and

sets up a temporary flu call center staffed

with medical professionals to guiderefer

callers with flu needs

2-1-1 ndash now updated with additional

technology and stands ready for activation

during a state-wide emergency

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Texas El Paso Texas Rio Grande Region ndash 6 counties

El Paso County

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Housed within the City of El Paso

Department of Public Health

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Staff

1 Part-time Director

7 Call Specialist

1 Database Manager

1 Part-time Emergency Preparadeness Coordinator

Over 90000 calls handled annually

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

NTL211PCC

2-1-1 Call Center associated with WTRPC

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

NTL211PCC (2)

Notified of selection

Several conference calls to familiarize with

Location

Usual call volume (day-to-day and emergency)

Surge Plan

Number of staff (routinesurge)

Space availability

Access requirements

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Role

2-1-1 Texas Call Center

Staffing call center to receive appropriate

number of calls

Triage calls to PCC or simulation cell as

appropriate

Provide information content to callers

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

2-1-1 Role (2)

bullMet West Texas PCC

bullParticipated in planning conference calls

bullSelected staff 2 call specialists database manager

director 2 IT staff

bullSecured TIRN and City IT assistance during exercise

bullDeveloped local case scenarios

bullSecured space for observers

bullTraining participation for administrators and call

specialists

bullMock exercise participation with real system

bullPost exercise briefing participation

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

This simulation clearly demonstrates the possibilities of

the future As the evolution of technology continues to

change the way people disseminate and receive

information emergency preparedness and response plans

must incorporate tools and resources that can immediately

facilitate communication and information sharing with the

general public Communicating timely information and

responding to the needs of the public during a disaster or

other public health emergency continues to be a priority

among state and local planners Organized and executed

properly existing statewide call centers can be a valuable

asset in a statersquos emergency preparedness strategies

Beth Wick TIRN Director

Angela Mora City of El Paso Deputy Health Director

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

THANK YOU

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

SUPPORTING COMMUNITIES

NURSE TRIAGE LINE PROJECT

Charisse Pizarro-Osilla RN BSN CSPI Oregon Poison Center

wwwaapccorg

American Association of Poison Control Centers

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Mission of Poison Control Centers

ldquoTo promote the reduction of morbidity and mortality from

poisoningsrdquo

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

57 centers covering 100 of US population

247365 access through 800 line

150 language translation services

Healthcare professional staffing

RNs PharmD MDs

Real-Time Data Base NPDS

Respond to 4 million calls annually

Product specific and generic codes

US Poison Centers

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

All 50 States Puerto Rico US Virgin Islands 3 Pacific Jurisdictions

57 Centers Upload Data to NPDS Every 19 minutes

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Poison Center Staff

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Oregon Poison Center

Oregon Health amp Science University

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Medical Advice Adverse Event Reporting

bull National Surveillance System

bull Public Health Information and Reporting

Food Poisoning Rabies Bio-Hazard Research Water Drug Chemical

What Poison Centers Do

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Public Physicians Nurses Pharmacists Veterinarians Urgent Care Centers Occupational Medicine

Centers Health Departments PSAP (Public Safety

Answering Point)

Who Calls Poison Centers

bull Paramedics

bull Police

bull Fire Services

bull Prison Officials

bull Coroners

bull Industry

bull Schools

bull Government

Health Care 18

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Top 5 Most Frequent Peds Exposure National Data Poison System 2011

1 CosmeticsPersonal Care

2 Household Cleaners

4 Foreign BodiesToys 5 Topical Preparations

3 Analgesics

Top 5 Substances Requiring Treatment in a HCF Oregon Poison Center 2012

1 Analgesics 2 Antidepressants 3 SedativesHypnotics

4 Cardiovascular 5 Toxic Alcohols

Seasonal Hazards

Glow Sticks Snakebites BerriesPlants

Firecrackers Chlorine

bull Summer

Poison Center Specialist in Poison Information (SPI) at Work

Reporting amp QAQC

Disposition

Care Advice

Initial Triage

Incoming Call

Prior Public Health Responses

bull Contaminated water

bull Melamine in dog food

bull Diethylene glycol in toothpaste

bull E coli in spinach

bull Salmonella in peanut butter

bull Supplement with high concentrations of selenium

bull Bath salts and THC homolog abuse

bull Japanese earthquake tsunami and radiation release

bull Highly concentrated liquid laundry detergent

bull Hand sanitizer abuse

bull Gulf of Mexico oil spill

UW 211 Partner Roles

bull 211 screens calls for information triage

bull Relays calls for illness or medication to PCC

bull UW 211 and NPDS track callscases

ndash reports cases and information calls to CDC and State Health Depts

H1N1

Oregon Health Department UW 211

Oregon Poison Center

Prior Public Health Responses

bull Contaminated water

bull Melamine in dog food

bull Diethylene glycol in toothpaste

bull E coli in spinach

bull Salmonella in peanut butter

bull Supplement with high concentrations of selenium

bull Bath salts and THC homolog abuse

bull Japanese earthquake tsunami and radiation release

bull Highly concentrated liquid laundry detergent

bull Hand sanitizer abuse

bull Gulf of Mexico oil spill

UW 211 Partner Roles

bull 211 screens calls for information triage

bull Relays calls for illness or medication to PCC

bull UW 211 and NPDS track callscases

ndash reports cases and information calls to CDC and State Health Depts

H1N1

Oregon Health Department UW 211

Oregon Poison Center

UW 211 Partner Roles

bull 211 screens calls for information triage

bull Relays calls for illness or medication to PCC

bull UW 211 and NPDS track callscases

ndash reports cases and information calls to CDC and State Health Depts

H1N1

Oregon Health Department UW 211

Oregon Poison Center

H1N1

Oregon Health Department UW 211

Oregon Poison Center

bull Social Media Outreach

ndash Facebook

ndash Twitter

ndash Blog

bull National Media Outreach

ndash News releases

ndash Spokesperson interviews

ndash Media contacts

ndash NPPW

Communications amp Media Outreach

AAPCC Partners

AAPCC Partners

Contact Information

Charisse Pizarro-Osilla RN BSN CSPI

Oregon Poison Center

pizarrooohsuedu

Debbie Carr MEd

Executive Director

AAPCC

carraapccorg

wwwaapccorg

QUESTIONS DISCUSSION