Muskoka emergency response committee december 13 2012

211’s Role in Emergency Response and Recovery Presented by Pamela Hillier December 13th, 2012

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Presentation Outline 1) 2) 3) 4)

What 211 is About Community Connection/211 Central East Ontario Our Goderich Tornado Experience Provincial Project – 211’s Role in Emergency Response & Recovery 5) Questions

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N11 System in Canada 211 – public information & referral services 311 - non-emergency municipal government services 411 - directory assistance 511 - weather, traffic & travel information 611 - telephone company repair service 711 - message relay for telephone devices for the deaf 811 - non-urgent health care telephone triage services 911 - emergency services 4

Current Population Served by 211

Canada 58% Ontario 100% United States 90%

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Province served by seven Regional Service Partners

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211 Helps People Find the Right Community & Social Services

Public Inquiry

Online Directories

Caller Needs

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Community Connection

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Number of Calls by County/District - 2,041 - 5,594 - 158 - 2,372 - 929 - 1,979 - 1,496 - 386 - 1,175 - 1,820 - 32,545 - 1,597

52,000+ calls In 2011

211Ontario.ca

infoMuskoka.ca

2011 Top Five Caller Needs

2008

16.9% Health Services

Service Launched

14.2% Home Supports

211 Muskoka Annual Call Volume Growth 2500

13.3% Government (all levels)

2000

8.8% Housing & Utilities

1500

8.4% Transportation

1000

2011 Unmet Needs/Service Gaps

500

0 2008

2009

2010

2011

12 - Family Doctor 10 - Various Goods/Services 5 - Transportation 4 - Dental Service Fees 1 - Prescription Drug Fees 1 - Utility Arrears 16

211 Experience – Goderich Tornado

August 21st, 2011

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Number of Calls Diverted to 211 First Two Weeks Daily Disaster Related Calls to 211 Weeks One and Two (August 22nd to September 3rd) 250 200 150 100 50 0 Aug Aug Aug Aug Aug Aug Aug Aug Aug Aug Sep Sep Sep 22 23 24 25 26 27 28 29 30 31 1 2 3 19

Why People Called 211 During the First Six Weeks #1 #2 #3 #4 #5

– Volunteering – Donations – Businesses - Government – 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 Database 42 New Listings First Six Weeks • Continually updated listings necessary to provide real-time information to callers – Received changes from Huron County and Goderich Town staff – Monitored 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 Database Listings 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 Database Laundromat Example Service 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 & Services Registration •

Used Google Drive’s free APP to create shareable excel file

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Colour coded important entries, such as other municipalities offering crews and equipment; department stores with large donations of supplies; money

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Simple to use, no training needed

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All 211 staff could enter at one time

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File was sharable with specific County and Town staff to download, sort and print lists

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Utilized Facebook For 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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211 public inquiry role within the communications structure Emergency Responders & Other Agencies

Inquiring public

211 receives authoritative information from Emergency Information Officer

Municipal or Provincial Emergency Management Coordination

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During Response and Recovery

Public Inquiry

Online Directories

Caller Needs

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Related Activities

• Muskoka Emergency Resources Directory • MoU with the District of Muskoka • Presentations to Community Emergency Response Committees across the Central East region • Perth County Pandemic Plan – Volunteer brokerage • Exercise Huron Challenge

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Questions?

Pamela Hillier, Executive Director Community Connection/211 Central East Ontario 275 First Street, Box 683, Collingwood, ON L9Y 4E8 Desk 705.444.0040 x 234; Mobile 705.446.6831 phillier@communityconnection.ca

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