provincial emergency managers coordinating committee sept 17 2012
DESCRIPTION
ÂTRANSCRIPT
SUPPORTED BY
Role of in Emergency Response &
Recovery
Provincial Emergency Management Coordinating Committee (PEMCC)
September 17, 2012
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Agenda
• Overview of 211 system in Ontario
• 211 Role in Emergency Response & Recovery
• 211 in Action: Goderich Tornado (Aug 2011)
• Q & A
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What is 211?
• Single point of access to coordinated human service resources
• Free information and referral (I&R) to a full range of community, social, health and related government services
• A two channel information system
o Three-digit phone number: 2-1-1
o Internet service: all 211 telephone centres also have web service - e.g., www.211ontario.ca (new national 211.ca under construction)
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Key Features of 211• Targeted, live, confidential help: all 211 phone calls
answered by certified I&R specialists (not automated systems)
• Multilingual: capable of serving more than 150 languages
• Around-the-clock access: available 24/7/365
• Standards-driven: all 211 centres must meet the quality assurance standards of the Alliance of Information and Referral Systems (AIRS)
- demands specialized training, quality assurance procedures, effective management practices, and program evaluation
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Evolution of 211
� 1997 - 211 launched by United Way of Atlanta, Georgia
� 2001 - CRTC designated 211 to improve access for Canadians to community services
� 2002 - the first 211 call centre was launched in Toronto.
� 2006 – Government of Ontario through the Ministry of Community & Social Services began funding 211
� 2007 - Ontario 211 Services Corporation (O211SC) created as a provincial, non-profit agency charged with developing and sustaining an integrated provincial 211 system
� 2009 – Service expanded to 56% of Ontarians
� 2011 – 100% coverage
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Access to 211 Services
• 58% of Canadians with access to full 211 services (phone & web)
o Ontario 100%; British Columbia 50%; Alberta 66%; Quebec 15%; and end of 2011/12 Nova Scotia 100%
• Goal: 211.ca (web) by end of 2012 to serve all Canadians
o Significant work underway to populate majority of Canada’s humanservices into 211 database (using new generation IM/IT platform)
o Primary step before telephone service
Canada 58%
Ontario 100%
United States 90%
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Regional 211 ServiceProviders
• Central : Findhelp Information Services, Toronto
• Central East : Community Connection, Collingwood
• Central South : Information Niagara, St Catharines
• Dufferin-Peel : Region of Peel
• Eastern : Community Information Centre of Ottawa
• Northern : Lakehead Social Planning Council, Thunder Bay
• South West : City of Windsor
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Who Accesses 211
574,987 calls in 2011 (including TTY and emails)
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Why People Access 211
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Contact Tracking forNeeds & Trends Reporting
• Method of contact: (phone, in person, email, TTY)
• Who the contact is for: (self, family, agency)
• About the inquirer: (gender, age, postal code, source of income, language)
• About who the request is for: (gender, age, postal code, source of income,
language)
• Reason for contact: (could be multiple reasons)
• Contact outcome: (information, referrals, advocacy, follow up, interpretation,
transfer to crisis line)
• Referrals: (each agency and program)
• Identified unmet need(s)
• Reason for unmet need(s)
• First time callers – how they heard about 211
• Ad hoc caller comments: (about 211, feedback on referrals)
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Service Quality
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211 Online
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211 Online – Key Features
• Consolidates print directories online: www.211Ontario.ca
• Increasingly bilingual – English and French
• Comprehensive
• Fully searchable
• Continually updated
• Proximity mapping
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211 – Service and User Data
• Information to deliver 211 and support I&R service (i.e., human service provider types; locations; hours; programs/service offerings, etc.)
• 211 data as “authoritative” offers opportunities for governments and others to reduce duplication of collecting and managing data
• Aggregate data collected from users of 211 (i.e. caller profiles; service requests/usage patterns; timing/frequency; satisfaction, etc.)
• Key to value proposition - information for improved planning and investments
Service Data
211
*Human Services
User Data
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SUPPORTED BY
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Example:
Service
mapping
What Lies Ahead
• Pan-Canadian expansion
• Shared infrastructure
• Multi-channel access
• Integrated information channels
• Open Data
• Partnerships
• Online service integration
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How 211 can help during and followingan incident
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Possible 211 services during incident response and recovery: Public Information Line
• Provides and receives information
• Reduces non-emergency calls to 911 and other
municipal and government lines
• Monitors social media and posts
information
• Relationships with Red Cross, Victim Services, Salvation Army, Crisis Lines, St John Ambulance and the Humane Society to complement their services
• Able to provide public access point in reception and/or evacuation centres
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Possible 211 services during incident response and recovery: Specialized Online Database
• Maintains inventory of disaster services and information during incident recovery and response
• Can deploy regional information websites
• Able to collect information from volunteers and
make it available to designated organizations
utilizing volunteers
• Able to collect information about goods and services donated by individuals, governments, businesses or organizations
• Can support vulnerable population fan out procedures working with e.g. CCAC and/or Meals on Wheels
• Maintains up-to-date lists of where cash donations can be made
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Possible 211 services during incident response and recovery: Caller Needs and Trends Reporting
• Aggregates useful information for government, funders, planners, agencies, researchers and policy makers
• Tracks changing service needs, unmet needs, service gaps and trends
• Reports aggregated data to support information needs of municipalities and other levels of government
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211 public inquiry role within the communications structure
Inquiring
public
Emergency Responders
& Other Agencies
Municipal or
Provincial
Emergency
Management
Coordination
211 receives
authoritative
information from
Emergency
Information
Officer
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Project: April 2012 - March 2014211 Role in Emergency Response Recovery
• Ontario 211 service providers for Central, Central East,
Central South and Eastern are working together to:
� Develop relationships with those involved in
incident response and recovery
� Explore, develop and document the role of 211 in
incident response and recovery
� Develop tools and templates which build on best
practices
� Share information and communicate learning
� With funding from Ontario Trillium Foundation in
addition to MCSS
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Recent Canadian Incidents• Health Related - Pandemics
– H1N1 – National 2009
– SARS – Toronto 2003
• Weather Related Crises
– Ice Storms –Quebec and Ontario 1998
– Blackout – Ontario & N.E. USA 2003
– Hurricanes – Hurricane Igor 2010 (state of
emergency on East Coast, worst in a century)
– Earthquakes – Ottawa 2010 (government info systems
collapsed)
– Forest Fires – 2010 fires - 25% more and area burned
more than double 10-year average; Slave Lake AB 2011
– Floods – Manitoba 2009, 2010 and 2011; Quebec 2011
– Severe blizzards – SW Ontario 2011
– Tsunami threat – BC 2011
– Goderich tornado - 2011
– Floods and fires Northern Ontario - 2012
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211 Experience – Goderich Tornado
August 21, 2011
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SUPPORTED BY
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Why People Called 211 First Six Weeks
• #1 – Volunteering
• #2 – Donations
• #3 – Businesses
• #4 - Government
• #5 – Financial
• #6 – Environment
• #7 – Legal Services
• #8 – Community
Agencies
• #9 – Food/Meals
• #10 – Housing
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211 Response & Support First Six Weeks
• Answered 6,686 calls of which 1,346 were disaster related (including one TTY call)
• Responded to 68 emails regarding the disaster
• Registered 737 people to volunteer
• Registered 481 people/businesses with donations
• Called 243 people to volunteer
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Post Disaster Database42 New Listings First Six Months
• Continually updated listings necessary to provide real-time information to callers
– Received changes from Huron County and Goderich Town staff
– Monitoring social and news media
– Also informed by callers
– All information validated with key officials before going live
• Database supported call centre
• Database made available online
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Post Disaster DatabaseListings Examples
• Animals – found/lost
• Scam Artists – tips
• Banking services
• Building inspection
• Business updates
• Court services
• Donations
• Emotional/trauma support
• Laundry services
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Post Disaster DatabaseLaundromat ExampleService Description
• As of Sunday August 28th, none of the laundromats in Goderich are back open.
• Bluewater Cleaners – setting up a temporary location at 119 Bayfield Rd hopes to be open by the end of the week. Will call 211 when up and running.
• Elite Commercial Cleaning – Phone number is not working.
• Goderich Laundromat – not open at this time waiting for gas to be connected. Will call 211 when up and running.
• Goderich Campgrounds with laundry facilities open to the public.
Kincardine laundromats:
• Penny’s Laundromat: 330 Durham Market South – 519-396-6556
• Cheers Laundromat: 337 Kincardine Ave. – 519-396-4592
• More…….
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Volunteer, Goods & ServicesRegistration
• Used Excel in a GoogleDoc format
• Colour coded important entries, such as other municipalities offering crews and equipment; department stores with large donations of supplies; money
• Simple to use, no training needed
• All 211 staff could enter at one time
• File was sharable with specific County and Town staff to download, sort and print lists
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Utilized FacebookFor Information and Rumour Control
• Focused on one Facebook page that had the most followers
• Actively posted news to:
� Promote the 211 phone number for volunteering
� Direct volunteers to specific activities
� Redirect unwanted donations
� Redirect unwanted volunteers
� Drive specific donations
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Contact Information
• Ontario 211 Services Corporation:
Andrew Benson, Ph: 416-777-0211 Ext: 221E: [email protected]
• Central 211 Region (Toronto): Sue Wilkinson, Ph: 416-392-4566E: [email protected]
• Central East 211 Region(Collingwood):
Pam Hillier, Ph: 705-444-0040 Ext: 234 E: [email protected]
• Central South 211 Region(St Catharines):
Rosanna Thoms, Ph: 905-682 4056 E: [email protected]
• Dufferin-Peel 211 Region(Brampton):
Carroll Francis, Ph: 905-791-7800 Ext: 6505 E: [email protected]
• Eastern 211 Region: (Ottawa) Karen Milligan, Ph: 613-683-5400 E: [email protected]
• Northern 211 Region: (Thunder Bay)
Marie Klassen, Ph: 807 624 1721 E: [email protected]
• South West 211 Region: (Windsor)
Jennifer Tanner, Ph: 519-255-7474 Ext: 834 E: [email protected]
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Q & A
Questions ?
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