Surviving the Chaos of Disaster-Related I&R:

1. Surviving the Chaos of Disaster-Related I&R: 2-1-1 Data Collection and Dissemination Best Practices

2. Goals

3. Goals Explore specific community 2-1-1 related experiences throughout recent disasters Discuss why existing I&R software products are practically unusable during the acute phase of a disaster Attain the knowledge and means to effectively plan to capture and disseminate information during future disasters.

4. Jonathan Padgett VIA LINK Information Systems & Technology Director United Way of America / AIRS 2-1-1 Disaster Response Team Member

5. Hurricanes Katrina & Rita, 2005 San Diego Wildfires, 2007 Cedar Rapids Flooding, Summer 2008 Hurricanes Gustav & Ike, Fall 2008

6. Past Lessons Monroe, Louisiana August/September 2005

7. Earliest Disaster Information System

8. Writing on the Big Board

9. Monroe 2-1-1 Disaster Information System Situation • Not using their standard I&R software product • Using paper call sheets • Had created and were updating a Word- generated directory which was disseminated to call agents and volunteers multiple times a day

10. Monroe 2-1-1 Disaster Information System Solution? • Word-generated directory made available in electronic format via website • Using 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.

11. Past Lessons San Diego, CA October, 2007

12. San Diego 2-1-1 Disaster Information System Situation • Not using their standard I&R software product • Using paper call sheets • Had created and were updating a Word- generated directory which was disseminated to call agents and volunteers multiple times a day

13. Needed Tabs for San Diego 2-1-1 Disaster Information System Evacuation Resources Shelters Updates DRCs

14. Needed Tabs for San Diego 2-1-1 Disaster Information System Intake Reports

15. San Diego 2-1-1 Disaster Information System Summary • Shelter Information • Evacuation Areas • Repopulation Zones • Disaster-Related Updates • Disaster Recovery Centers (aka Local Assistance Centers) • Disaster-Related Resources • Simple Intake Sheets • Reports

16. Disaster Information System In Use

17. Past Lessons Cedar Rapids, IA July, 2008

18. Cedar Rapids 2-1-1 Disaster Information System Situation • Not using their standard I&R software product—500 agency locations flooded and out of service • Had created and were updating a Word directory which was disseminated to call agents and volunteers multiple times a day • Using paper call sheets • Near the end of the acute phase of the disaster, but still receiving mostly disaster-related calls.

19. Cedar Rapids 2-1-1 Disaster Information System Solution • Modified original Disaster Information System interface to fit Cedar Rapids’ needs • Entered in all data from Word directory to interface • Troubleshot and trained volunteers • 10,000 plus call sheets back entered by the time DRT deployment was done.

20. Past Lessons Louisiana September, 2008

21. How Louisiana 2-1-1 Had Changed Since Katrina/Rita • More Coordination between 2-1-1 Regions • LA 2-1-1 Coordinating Council • LA Association of United Ways Acting as our Fiduciary Agent between LA 2-1-1 and DSS • Implementation of a Statewide Voice Over IP Hosted Phone System

22. Planning for Gustav • 2-1-1 Named by DSS and Governor’s Office as “go to number” for Evacuation and Shelter Info • Plans made for 2-1-1 Regions to Switch to Disaster Information System Interface • Single Point of Contact for Coordination Between 2-1-1 Regions and State Government • Twice Daily LA 2-1-1 Conference Calls Between All Partners

23. Consequences of Success • Governor Bobby Jindal Repeatedly Mentions 2-1-1 as THE Number to Call • Directly Receiving Updates and Resources and Shelter Info from DSS and GOHSEP • Receiving Specific Scripts from State • Tested Constantly by State Officials

24. Problems • Started Pre-Disaster with Only 3 of 6 2-1-1 Regions on New VOIP Phone System • Logistics Complex • Required Long Days of Work • Largest Evacuation in LA History • Back to Back Storms Prolonged Acute Phase of Disaster

25. SUCCESS 140,000 Calls Answered 140,000 Calls Answered Less than 30 Second Average Hold Less than 30 Second Average Hold Information System Partnership Information System Partnership

26. 140,455 Total Calls Answered (8/28-9/28/08) Hurricanes Gustav and Ike Call Volume to 211 – By Week and Location  To ensure that calls were answered most effectively, as of 8/30 calls from Monroe and New Orleans went through the Shreveport phone system.  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 Call Data as of September 28, 2008

27. She Couldn’t Thank Us Enough “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.”

28. 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

29. 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

30. 2-1-1 Disaster Related I&R Best Practices

31. THANK YOU!