1 / 8

Laura Zink Marx Executive Director, NJ 2-1-1 Partnership

CRM Disaster Recovery: Lessons Learned from Superstorm Sandy. Laura Zink Marx Executive Director, NJ 2-1-1 Partnership. NJ 2-1-1 Role in a Disaster. NJ 2-1-1 is a statewide system utilizing the three digit dialing code 2-1-1, available 24/7, 365 days a year, free and confidential.

barclay-mckay
Download Presentation

Laura Zink Marx Executive Director, NJ 2-1-1 Partnership

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CRM Disaster Recovery:Lessons Learned from Superstorm Sandy Laura Zink Marx Executive Director, NJ 2-1-1 Partnership

  2. NJ 2-1-1 Role in a Disaster • NJ 2-1-1 is a statewide system utilizing the three digit dialing code 2-1-1, available 24/7, 365 days a year, free and confidential. • NJ 2-1-1 consists of one call center and 58 staff • Headquartered in Whippany, New Jersey • NJ 2-1-1 disaster services include: • Public Information Portal for Response and Recovery Information and Services • Addictions Hotline • UVIS: Uniform Victim Identification System

  3. Challenges: Handling Call Surge • Needed secure, cloud software capable of handling tens of thousands of calls during major disasters without interruption • Needed ability to quickly add staff and outsource calls to partners during periods of high volume • Needed automated messages to relay critical information to callers

  4. Handling Call Surge Must Haves • Ability to transfer calls to back-up locations, crisis centers and to contact 9-1-1 • Ability to stay “live” as the state’s suspicious reporting tips line comes through the 2-1-1 portal • Expandability: add licenses for new agents within hours • To be positioned as “the” portal of disaster information & services for the public, even if we did not physically answer the calls

  5. How We Met Our Goals Percentage or Timer Routing Work at Home, Off Site Flexibility of AA & IVR

  6. Supporting Technologies • Five9 Cloud Contact Center Software • Premise Based (redundancy): Telecom (IP Office), Referral and Resource House Installed on our servers, hard copies • Phone App: Resource House • Communication Delivery: T-1s and FIOS that have back up capability • Utilities: Our Achilles Heal (no back-up generator)

  7. Results • Answered over 100,000 calls since Sandy hit the Jersey shore, while resuming normal operations within 10 days • Stayed operational throughout the hurricane and in the following weeks • Offered operational options for the state & FEMA to drive information to callers and to set realistic expectations • We handled the big question – call surge • Proved the NJ 2-1-1 is a vital tool in disaster response and recovery, plans in place to include NJ 2-1-1 in the state emergency operations plan moving forward.

  8. Questions? Laura Zink Marx lmarx@nj211.org 973-929-3704

More Related