Why 211 in emergency management

211 in Emergency Response & Recovery Overview provided by Community Connection/211 Central East Ontario Updated January 2014 1

CRTC Assigns N11s

211 – public information & referral services 311 - non-emergency municipal government services 411 - directory assistance 511 – weather and traveler 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

In Canada, the CRTC assigns three digit phone numbers (also called N11s) N11s access services of universal social value 211 is assigned for public information and referral services 211 is the front door to government-funded and community-based human services 211 is currently available to 20 million people in Canada (& expanding) 2

The 211 Ontario Network Ontario 211 Services (based in Toronto) provides oversight and coordination for the Ontario system; reports to Ontario Ministry of Community and Social Services

Seven Regional Service Partners serve Ontario

35+ Data Partners across Ontario share local data to support 211 service delivery

Central East Region is served by Community Connection in Collingwood 3

211 Everyday‌ Public inquiry – 24/7, multilingual, answered live by Certified Information and Referral Specialists Comprehensive database of programs and services – collected locally and centralized to support 211 providers & managed by Certified Resource Specialists Information about calls (not callers) is collected to report on community needs and trends, unmet needs, service gaps, which supports community planning 4

211 in Emergency Response & Recovery…

Public inquiry • central access point to register volunteers & donations of goods • rumour control by monitoring social media and posting facts or notices to call 211 or visit specific websites • capacity to handle large call volumes through mutual assistance agreements with 211 Ontario Network • in-person access points in reception or evacuation centres

Comprehensive database • continually update disaster database with information & services that emerge through response, relief & recovery periods • make database available to other organizations in the community • maintain a continual information exchange with EIO to ensure only authoritative information is disseminated • collect customized details about people who want to volunteer & donations of goods & make available in real-time to emergency personnel • support case management for vulnerable populations fan out procedures

Community needs and trends data • provide real-time reports to EIO to support emergency response • produce after action reports with aggregated data to support community planning activities 5

Example: Goderich Tornado Volunteer/Donation Registration During the first six weeks after the event, 211: • Answered 6,686 calls of which 1,346 were disaster related (including one TTY call) • Registered 737 people to volunteer, including other municipal crews/equipment • Registered 481 people/businesses with donations (e.g. Home Depot head office, financial contributions) • Called back 243 people to schedule volunteer work • Responded to 68 emails regarding the disaster

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Example: Meaford Water Emergency Public Inquiry Support for 7 days • 277 total calls • 62 calls in first 24 hours • 60 calls after hours (evenings & weekend) • Highest call volume in one day was 106

Why Establish Communications & Support Protocols with 211?

• 211 is well known in the Central East Region (60,000 calls in 2013), and will receive calls about events that occur in municipalities (e.g. power outages, water issues, traffic accidents, weather warnings) • A protocol with 211 in your emergency plan will ensure: • 211 is providing the information you want communicated to callers during an event • Your access to 211 staff 24/7/365 • You know exactly how 211 can support your municipality and residents • The protocol includes: 1) Notification details on how and when to contact 211 2) Communication procedures to establish ongoing two-way communication 3) Activation procedures to engage 211’s emergency support services

Contact 211 for a copy of the protocol and presentation to your ECG

Pamela Hillier, Executive Director Community Connection/211 Central East Ontario Collingwood, Ontario 705-444-0040 x 234 phillier@communityconnection.ca 9