demand for 2-1-1 services during disaster by sherry i. bame professor, texas a&m university...
TRANSCRIPT
Demand for 2-1-1 Demand for 2-1-1 Services During Services During DisasterDisaster
ByBySherry I. BameSherry I. Bame
Professor, Texas A&M UniversityProfessor, Texas A&M University&&
Kay ParkerKay ParkerVice President, United Way Brazos ValleyVice President, United Way Brazos Valley
College Station, TXCollege Station, TX
Statewide Role of 2-1-1 Texas
• Provide Basic Information and Referral
• Disaster and Emergency Management Support
• Homeland Security Support
• Disaster I&R
• Authorized, Consistent Information Dissemination to Public
• Emergency Management Support • Homeland Security Support• EOC & SOC Role as Community
Information Hub and Updates• Alert Scripts on 2-1-1 Phones - Accuracy
• Rumor Control
• Coordinate Volunteers and Donations
• AIRS’ First Responder Support
• Crisis Intervention and Human Services Coordination
Role of 2-1-1 in Disasters Role of 2-1-1 in Disasters
4HRRC 1/31/09
HoodHoward
Presidio BrewsterVal Verde
CulbersonHudspeth
Jeff Davis
El Paso
Crane
Pecos
Reeves
Crockett
Terrell
Upton Reagan
Andrews
Ward
Loving Winkler MidlandEctor Glasscock
Martin
Bandera
Jim Hogg
La Salle
Webb
Starr
Zapata
Dimmit
ZavalaMaverick
Kinney Uvalde
Frio
Medina
Nueces
Brooks
Hidalgo
Duval
Kenedy
Willacy
Cameron
Jim Wells
Kleberg
Wilson
McMullen
Bexar
Atascosa
BeeLiveOak
San Patricio
Karnes
GuadalupeGonzales
Mason
McCulloch
Edwards
Sutton
Schleicher
Kerr
Real
Kimble
Menard
Nolan
Tom GreenIrion
Mitchell
Sterling CokeRunnels
Concho
Coleman
Taylor Callahan
Bell
Blanco
KendallComal
Gillespie
Llano
Travis
Hays
Caldwell
BurnetWilliamson
Comanche
Mills
San Saba
Brown
Eastland
Hamilton
Lampasas
Coryell
Erath
Bosque
Somervell
Swisher
Randall
Hockley
Gaines
Yoakum
Cochran
Dawson
Terry Lynn
Lubbock
Deaf Smith
Bailey
Parmer
Lamb Hale
Castro
Hartley
Oldham Potter
Moore
Dallam Sherman
Knox
Kent
ScurryBorden
Garza
Crosby Dickens
Fisher Jones
King
Stonewall Haskell
Hall
MotleyFloyd
Briscoe
Hardeman
CottleFoard
Childress
JackYoung
Stephens Shackelford
Throckmorton
ParkerPalo Pinto
Wise
Baylor Archer
WilbargerWichita
ClayMontague
GrayCarson
Armstrong Donley
Hutchinson Roberts
Wheeler
Collingsworth
Hemphill
Ochiltree Hansford Lipscomb
Jefferson
Trinity
Brazos
Lavaca
VictoriaGoliad
Refugio
De Witt
Calhoun
Aransas
Jackson
Wharton
Milam
Bastrop
Fayette
Lee
Austin
Colorado
Burleson
Washington
Robertson
Waller
Brazoria
Matagorda
Fort Bend
Harris
Galveston
Chambers
Montgomery
Walker
Grimes
Madison
Jasper
Liberty
Hardin
Polk San Jacinto
Tyler
Anderson
Ellis
Falls
McLennan
Hill
Freestone
Limestone
Leon
Navarro
Henderson
DallasTarrant
Johnson
Denton
Kaufman Van Zandt
Collin
Rockwall
Hunt
Smith
Cherokee
Houston
Nacogdoches
Angelina
Rusk
Shelby
Panola
Franklin
RainsWood
Hopkins
Marion
Gregg
Upshur
Harrison
Titus
Camp
Morris Cass
New
ton
Orange
San Augustine
Sabine
FanninCooke Grayson
Delta
Lamar Red River
Bowie
Gulf Coast Region*
South Central TX Region*
North Central Texas Dallas Region*
North Central Texas Fort Worth Region*
Rio Grande Region*
Panhandle Region*
South Plains Region*
Alamo Region*
Tip of Texas Region*
Heart of Texas Region
North Texas Region
Brazos Valley Region*
Coastal Bend Region
Permian Basin Region*
Central Texas Region*
Texoma Region*
Concho Valley Region
West Central Texas Region
Southeast TX Region*
South Texas Region
Golden Crescent Region
East Texas Region
North East Texas Region
Middle Rio Grande Region
Deep East TX Region
Texas I&R Network (TIRN) Disaster Response:25 Regional AIC Partners for Statewide Coverage
• Official State network July, 2004
• Hardware networked for compatibility & roll-over calls
• Procedures & policy
development Statewide
2-1-1 Citizens Link to Critical Information
Cindy, 1963$13 million
Charley, 1998
Amelia, 1978
TS Claudette, 1979$750 million
Frances, 1998$10 million
Katrina, 2005$75 billion
Rita, 2005$10 billion
TS Allison, 2001$4.8 billion
Ike, 2008$18 billion
T.S. Gustav, 2008
Dolly, 2008$750 million
Edouard 2008
Katrina Katrina August 29, 2005August 29, 2005
Rita Rita September 24, 2005September 24, 2005
6
Meet Katrina… Meet Katrina… What a Disaster!What a Disaster!Meet Katrina… Meet Katrina…
What a Disaster!What a Disaster!
KatrinaKatrina
First Phone Call Aug 30 (and 10,036 more for B/CS) Statewide ~ 625,339 After Katrina, Rita Arrived Immediately!!! Condition of Staff and Volunteers Meeting Local and Statewide Needs Different needs for each hurricane
Staffing and VolunteersStaffing and Volunteers
Full Time – 2 Part Time – 3 students New I&R Full Time – 1 (1st day on the job) New I&R Director – Graduating Volunteers
RSVP MicroAge Space
26th AIC
HRRC 1/31/09HRRC 1/31/09 99
But, wait! There’s More… But, wait! There’s More… Meet Rita!Meet Rita!
But, wait! There’s More… But, wait! There’s More… Meet Rita!Meet Rita!
Rita…Rita…B/CS - Evacuation B/CS - Evacuation DestinationDestination Primary Shelter Hub Local Needs Local Needs for 2-1-1
Donations Volunteers Financial Donations Long Term Housing Transportation
Strain on staff Day-to-day survival for us, too! Not used to delivering news that doesn’t help
Brazos County EOCBrazos County EOC Excellent, Long-term Relationship Seat at the EOC Utilizing 2-1-1 for Community Resources Problems when 2-1-1 Activated Statewide Redefined Role Over Time
Texas SOC ResponseTexas SOC Response
2-1-1 Seat at SOC First Time No Consistent Method of Information
Distribution Totally Different Responses for Katrina and
Rita
V0ADV0AD
Financial Donations Non-financial Donations Food and Water Unmet Needs Committee Case Management
Lessons LearnedLessons Learned
Forms and procedures revised FT Disaster Manager Hired at State Level Transportation Registry Capturing Data and Need ‘Warm’ Centers Knowledge Base Use of Volunteers Reconsidered use of 2-1-1 for local needs AIRS Disaster Response Team
Lessons Learned 2008Lessons Learned 2008
Improved Knowledge Base to Log Calls and Retrieve Data
Statewide Training and Procedures Volunteer Component Staff Scheduling Debriefing
Lessons Learned - DRTLessons Learned - DRT
Streamlined ProceduresImproved CommunicationsDRT ManualData and Need
DatesWhenNeedReferral