Surviving the Chaos of Disaster-Related I&R:

2-1-1 Data Collection and Dissemination Best Practices

Goals

GoalsDiscuss why existing I&R software products are practically unusable

during the acute phase of a disaster

Explore specific community 2-1-1 related experiences throughout recent disasters

Attain the knowledge and means to effectively plan to capture and disseminate information during future disasters.

Jonathan PadgettVIA LINKInformation Systems & Technology Director

United Way of America / AIRS 2-1-1 Disaster Response Team Member

Hurricanes Katrina & Rita, 2005

San Diego Wildfires, 2007

Cedar Rapids Flooding, Summer 2008

Hurricanes Gustav & Ike, Fall 2008

Past Lessons

Monroe, Louisiana

August/September 2005

Earliest Disaster Information System

Writing on the Big Board

Monroe 2-1-1 Disaster Information System Situation

Not using their standard I&R software productUsing paper call sheetsHad created and were updating a Word- generated directory which was disseminated to call agents and volunteers multiple times a day

Monroe 2-1-1 Disaster Information System Solution?

Word-generated directory made available in electronic format via websiteUsing paper call sheets until their standard I&R vendor product was brought back on line

Premature.All resources in the region dumped into a single interface.Not designed to deal with a disaster.

No satisfactory Disaster Information System solution discovered.

Past Lessons

San Diego, CA

October, 2007

San Diego 2-1-1 Disaster Information System Situation

Not using their standard I&R software productUsing paper call sheetsHad created and were updating a Word- generated directory which was disseminated to call agents and volunteers multiple times a day

Shelters Evacuation

Updates DRCs Resources

Needed Tabs forSan Diego 2-1-1 Disaster

Information System

Intake Reports

Needed Tabs forSan Diego 2-1-1 Disaster

Information System

San Diego 2-1-1 Disaster Information System Summary

Shelter InformationEvacuation AreasRepopulation ZonesDisaster-Related UpdatesDisaster Recovery Centers (aka Local Assistance Centers)Disaster-Related ResourcesSimple Intake SheetsReports

Disaster Information System In Use

Past Lessons

Cedar Rapids, IA

July, 2008

Cedar Rapids 2-1-1 Disaster Information System Situation

Not using their standard I&R software product—500 agency locations flooded and out of serviceHad created and were updating a Word directory which was disseminated to call agents and volunteers multiple times a dayUsing paper call sheetsNear the end of the acute phase of the disaster, but still receiving mostly disaster-related calls.

Cedar Rapids 2-1-1 Disaster Information System Solution

Modified original Disaster Information System interface to fit Cedar Rapids’ needsEntered in all data from Word directory to interfaceTroubleshot and trained volunteers10,000 plus call sheets back entered by the time DRT deployment was done.

Past Lessons

Louisiana

September, 2008

How Louisiana 2-1-1 Had Changed Since Katrina/Rita

More Coordination between 2-1-1 RegionsLA 2-1-1 Coordinating CouncilLA Association of United Ways Acting as our Fiduciary Agent between LA 2-1-1 and DSSImplementation of a Statewide Voice Over IP Hosted Phone System

Planning for Gustav

2-1-1 Named by DSS and Governor’s Office as “go to number” for Evacuation and Shelter InfoPlans made for 2-1-1 Regions to Switch to Disaster Information System InterfaceSingle Point of Contact for Coordination Between 2-1-1 Regions and State GovernmentTwice Daily LA 2-1-1 Conference Calls Between All Partners

Consequences of Success

Governor Bobby Jindal Repeatedly Mentions 2-1-1 as THE Number to CallDirectly Receiving Updates and Resources and Shelter Info from DSS and GOHSEPReceiving Specific Scripts from StateTested Constantly by State Officials

Problems

Started Pre-Disaster with Only 3 of 6 2-1-1 Regions on New VOIP Phone System

Logistics ComplexRequired Long Days of Work

Largest Evacuation in LA HistoryBack to Back Storms Prolonged Acute Phase of Disaster

SUCCESS

Less than 30 Second Average HoldLess than 30 Second Average Hold

140,000 Calls Answered140,000 Calls Answered

Information System PartnershipInformation System Partnership

Call Data as of September 28, 2008

To ensure that calls were answered most effectively, as of 8/30 calls from Monroe and New Orleans went through the Shreveport phone system.

Call Data as of September 28, 2008

To ensure that calls were answered most effectively, as of 8/30 calls from Monroe and New Orleans went through the Shreveport phone system.

Call Volume to 211 – By Week and Location

Hurricanes Gustav and Ike140,455 Total Calls Answered (8/28-9/28/08)

“Her electricity had not yet been restored to her home and she was running low on food. To make matters worse, her roof had been damaged and there was extensive water damage to her home,” said a volunteer. “We were able to find a shelter close to her home, arrange transportation for her and her children, and got her registered with FEMA for financial reimbursement. She couldn’t thank us enough.”

She Couldn’t Thank Us Enough

Why Standard 2-1-1 I&R Products Don't Work for Disaster

1) They Lack Disaster Functionality

2) Not Designed With Disaster in Mind

3) Standard Resources Often Inaccurate

Why Standard 2-1-1 I&R Products Don't Work for Disaster

4) Training Time Too Intensive

5) Lack of Software Flexibility

6) Interface Too Complex

2-1-1DisasterRelatedI&R BestPractices

THANK YOU!