2-1-1 Alabama:
Information and Referral
Before, During, and After Disasters
December 2, 2014
Presented by: Jo Ann Johnson
HandsOn River Region
Executive Director
1
In your EOP?:
• What technology do you use to accept and
track ”human” needs and available services.
• What are your procedures for matching offers to the
needs identified.
• What type of information management system(s) do
you use to help match offered services to identified
needs.
• How do you disseminate critical information to the
public?
2
I can’t pay
my rent
My child is
on drugs
I need food
I need to find
childcare
We can’t
help with
that
Please call
back when
we’re open
I’ll try to
transfer you
to an agency
who can help
We only
do senior
daycare
Why did
you call
us?
I don’t know,
please hold.
I want to
volunteer
We don’t
serve your
county.
I’m not sure
who you can
call.
3
After Implementation of 2-1-1
I can’t pay
my rent
My child is
on drugs
2-1-1, how may
I help you?
Drug
Rehabilitation
Center
I need food
2-1-1
Volunteer
Center
Rental
Assistance
Program
I need to find
childcare
I want to
volunteer
Yes, I can
connect you with
someone who
can help…
Child Care
Resource
And Referral
Food Closet
4
What is 2-1-1:
• Free, easy to remember dial code
• One-Stop shop to resources statewide
• Known as the number to
Get Help, Give Help…
An Initiative of:
5
What Happens on a Call?
Our Information and Referral Specialists:
•
Assess, understand, and prioritize callers’ needs
•
Identify and offer appropriate resources
•
Help callers make informed decisions
•
Provide advocacy for those needing extra support
•
Follow up with callers to identify gaps in service and to measure
effectiveness.
Our goal is to empower individuals to be
their own advocates.
6
The Need for a Call Center
During Disasters
Determined by:
• Media attention
• An overwhelming
number of phone calls to
the EOC!!
Who can relate?
What did you do?
7
The Need for a Call Center
During Disasters
• Central location for information flow
• Rumor Control
• Seamless system for matching offers to
needs of agencies/individuals
• Technology cost savings
8
FEMA G288 Local Volunteer and Donations Management
Unit 7: Information Management
2-1-1 Connects Alabama Map
1) 2-1-1 Information and Referral of NW Al
United Way of Northwest Alabama
Myra Childs
6) 2-1-1 Connects South Central Al
256-349-2946
HandsOn River Region
211info@uwshoals.org
Jo Ann Johnson
334-264-4636, ext. 2
2) 2-1-1 HELPline
jjohnson@handsonriverregion.org
Crisis Services of North Alabama
Jessica Rasche
7) United Way 2-1-1 Community
256-716-4052, ext. 155
Connections
Jessica@csna.org
United Way of Lee County
Kristi Holt
3) 2-1-1 Information and Referral
334-745-5540
United Way of West Alabama
Kristi@unitedwayofleecounty.com
Tamika Alexander
205-345-7775
8) United Way of Southwest Al
Tamika@uwwa.org
Information And Referral 2-1-1
United Way of Southwest Alabama
4) 2-1-1 Central Alabama
Lifelines Counseling Services
United Way of Central Alabama
Jan Preslar
Shayne Rittman
251-431-5100
205-458-2050
jpreslar@lifelinesmobile.org
srittman@uwca.org
5) 2-1-1 First Call for Help
United Way of Etowah County
Susan Carter
256-546-4357
Callhelp@uwoec.org
9) Wiregrass United Way 2-1-1
David E. Duke
334-863-1963
duke211sealabama@yahoo.com
211 Connects Alabama
Disaster/Emergency
Preparedness Plan
Activation based on State EOC
Activation Level and as indicated
in State Support Annex 1
Support Annex I
(Volunteer and Donations Management)
The United Way of Alabama 211 Call
Center will serve as a means of
information and referral dissemination
prior to and during a disaster.
The 2-1-1 Function in the EOC:
Emergency Support Function 6 (Mass Care,
Emergency Assistance, Housing, and Human Services)
Serve Alabama
Red Cross
DHR
Senior Services
Mental Health
Public Health
VOAD
2-1-1
There We Are!
7.13
The 2-1-1 Function in the EOC:
14
The 2-1-1 Function in the EOC
• Provide information
– A perfect “fit!”
• Seamless Information Flow
• Networking Capacity – Our partners!
• Known by the general public as a number to call for
help
Who said “ghost busters” is who you gonna call?
- Bill Atchison
7.15
The 2-1-1 Function in the EOC
• Control the flow of resources into and out of
the affected area
• Identify specific needs
• Provides a check between what we think is happening and
reality
• Call volume and nature of calls help identify systemic
problems and pockets of need
• Helps responders at all levels to know where to deploy
resources
7.16
2-1-1 Responds: Timeline
• September 2004 – Hurricane Ivan
• Hurricanes of 2005
• Hurricane Dennis
• Hurricane Katrina
• Hurricane Rita
• 2007 Enterprise Tornado
• 2008 Responses
• Hurricane Ike
• Prattville, Moulton, Arab
Tornadoes
7.17
2-1-1 Responds: Timeline
• 2008 – Hurricane Gustav – State
publicizes for non-emergency
disaster information.
• 2009 – 2-1-1 Connects Alabama is
written into the State’s Emergency
Operations Plan (EOP).
• 2-1-1 has seat at State’s
Emergency Operations
Center(EOC).
7.18
2-1-1 Responds: Timeline
• April 2010: 2-1-1 Connects Alabama partners with the
State to answer calls pertaining to the BP oil spill.
Volunteer
Find a job
Get counseling
Report damage
Get accurate info
7.19
2-1-1 Disaster Response:
Always Learning, Always Planning
Plan/Practice
Practice/Plan
Capacity
Partnerships
Making It Work
7.20
2-1-1 Disaster Response:
After-Action Reports
21
Dial 2-1-1 or 1-888-421-1266
www.211alabama.org
Jo Ann Johnson
HandsOn River Region
2101 Eastern Boulevard, Suite 322
Montgomery, Al 36117
334-264-3335
jjohnson@handsriverregion.org
THANK YOU!
22