Demand for 2-1-1 Services During Disaster 2-1-1 in Texas during Katrina-Rita, 2005 & Feedback of...

Demand for 2-1-1 Services Demand for 2-1-1 Services During DisasterDuring Disaster

Demand for 2-1-1 Services Demand for 2-1-1 Services During DisasterDuring Disaster

2-1-1 in Texas during Katrina-Rita, 2005 2-1-1 in Texas during Katrina-Rita, 2005 &&

Feedback of 2-1-1 Response, Hurricane Ike Feedback of 2-1-1 Response, Hurricane Ike and other recent disasters, 2008and other recent disasters, 2008

ByBy

Sherry I. Bame, PhDSherry I. Bame, PhDProfessor, 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

AcknowledgementsAcknowledgementsAcknowledgementsAcknowledgementsFunded by Department of Homeland SecurityFunded by Department of Homeland Security

Michael Dunaway, Science & Technology DirectorateMichael Dunaway, Science & Technology DirectorateFunded by Department of Homeland SecurityFunded by Department of Homeland Security

Michael Dunaway, Science & Technology DirectorateMichael Dunaway, Science & Technology Directorate

Research Team Co-AuthorsResearch Team Co-Authors

Robyn BellRobyn BellTasha DavisTasha DavisAatmaja DesaiAatmaja DesaiRhonda DunnRhonda DunnDayna FinleyDayna FinleyAndrew GarzaAndrew GarzaAbha GroverAbha Grover

Erin HarrisonErin HarrisonTiffany KlebTiffany KlebJee Young LeeJee Young LeeAlexandria NormanAlexandria NormanCourtney PayneCourtney PayneAshley ShawAshley Shaw

Hazards Reduction & Recovery Center &Urban Planning ProgramHazards Reduction & Recovery Center &Urban Planning ProgramTexas A&M University, College Station, TXTexas A&M University, College Station, TX

Texas I&R Network; Beth Wick, DirectorTexas I&R Network; Beth Wick, DirectorHealth & Human Services Commission, Austin, TXHealth & Human Services Commission, Austin, TX

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ObjectivesObjectivesObjectivesObjectives1)1) To present study to examine 2-1-1 role in To present study to examine 2-1-1 role in

disaster management during Katrina-Rita in disaster management during Katrina-Rita in Texas.Texas.

2) To identify challenges of compiling and analyzing 2) To identify challenges of compiling and analyzing 2-1-1 caller data state-wide or inter-state.2-1-1 caller data state-wide or inter-state.

3) To examine 2-1-1 caller demand over time and 3) To examine 2-1-1 caller demand over time and location according to phases of hurricane location according to phases of hurricane disaster during Katrina-Rita, 2005.disaster during Katrina-Rita, 2005.

4) To present “lessons learned” for management of 4) To present “lessons learned” for management of IKE and other disasters – and more to learn.IKE and other disasters – and more to learn.

5) To discuss pro’s and con’s of protocols and I&R 5) To discuss pro’s and con’s of protocols and I&R data management during disasters.data management during disasters.

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2-1-1 IN DISASTER MANAGEMENT2-1-1 IN DISASTER MANAGEMENT

2-1-1 is communications link for 2-1-1 is communications link for unmet unmet needs in disaster response needs in disaster response and homeland security preparednessand homeland security preparedness

2-1-1 is communications link for 2-1-1 is communications link for unmet unmet needs in disaster response needs in disaster response and homeland security preparednessand homeland security preparedness

2-1-12-1-12-1-12-1-1

NeedsVictims / Evacuees / Family-Friends

CommunityResources

Volunteers/Donations

Health &Social Services

Basic Needs/Social & Financial Support

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DHS-Funded Project: DETERMINE UNMET COMMUNITY NEEDS IN

TEXAS DURING KATRINA-RITA, 2005

DHS-Funded Project: DETERMINE UNMET COMMUNITY NEEDS IN

TEXAS DURING KATRINA-RITA, 2005

UNIQUE OPPORTUNITY:

2-1-1 data is “real time” record of unmet disaster needs before, during, & after Katrina & Rita.

Texas Network of 2-1-1 data represents State-wide coverage for unprecedented scope of data over location and time.

Texas I&R Network coordinated data collection & recording for all AICs beginning of 2005.

UNIQUE OPPORTUNITY:

2-1-1 data is “real time” record of unmet disaster needs before, during, & after Katrina & Rita.

Texas Network of 2-1-1 data represents State-wide coverage for unprecedented scope of data over location and time.

Texas I&R Network coordinated data collection & recording for all AICs beginning of 2005.

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DHS-Funded Project:

Collaboration of Research, Service & Policy

DHS-Funded Project:

Collaboration of Research, Service & Policy

YEAR 1 of the Study:

2-1-1 call data from 2005 collected by Texas I&R Network from 25 AIC’s copied then deleted any caller identification

PAPER data coded & validated N= 39,795 calls from 9 AICs

ELECTRONIC data coded & validated N= 379,988 calls from 13 AICs

REPORT DATA disaggregated, recoded & validated N= 205,556 calls from 5 AICs

Analyzed 2-1-1 caller demand by location & time Total = 625,339 calls

YEAR 1 of the Study:

2-1-1 call data from 2005 collected by Texas I&R Network from 25 AIC’s copied then deleted any caller identification

PAPER data coded & validated N= 39,795 calls from 9 AICs

ELECTRONIC data coded & validated N= 379,988 calls from 13 AICs

REPORT DATA disaggregated, recoded & validated N= 205,556 calls from 5 AICs

Analyzed 2-1-1 caller demand by location & time Total = 625,339 calls

Bame-Parker: AIRS 6/2/09 8

Volume of 2-1-1 Callers in Texas, 8/1/05 – 12/31/05Volume of 2-1-1 Callers in Texas, 8/1/05 – 12/31/05

Katrina Landfall8/29/05

Rita Landfall9/24/05

Bame-Parker: AIRS 6/2/099

Aug 1 Sep1 Oct 1 Nov 1 Dec 1

Strata of Disaster Management Phases per Date, 2005

Strata of Disaster Management Phases per Date, 2005

Mean Volume of Calls Per Day by Date Strata, Katrina-Rita Disaster Management Phases, 2005Mean Volume of Calls Per Day by Date Strata,

Katrina-Rita Disaster Management Phases, 2005

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Katrina vs. Rita Mean Volume of 2-1-1 Calls Per Day by Disaster Management Phase, 2005

Katrina vs. Rita Mean Volume of 2-1-1 Calls Per Day by Disaster Management Phase, 2005


Total 2-1-1 Callers in Texas by COUNTY, 8/1/05 – 12/31/05

N= [%=]

Total Calls 625,339 [100%]

Texas 586,748 [93.8%]

Other States 6,626 [1.1%]

Missing Data 31,965 [5.1%]

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(476,137945](118,476](16,118][0,16]

Quartiles of 2-1-1 Call Volume by County, 8/1/05 - 12/31/05

Quartiles of 2-1-1 Call Volume by County, 8/1/05 - 12/31/05

25% Counties: 476 - 137,945 calls25% Counties: 118 – 476 calls25% Counties: 16 – 118 calls25% Counties: 0 – 16 calls

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Strata of Counties by Location of Hurricane Risk & Population Size of Evacuation Destinations

Strata of Counties by Location of Hurricane Risk & Population Size of Evacuation Destinations

Gulf Coast Counties 2nd Layer of Counties Inland 3rd Layer of Counties Inland Metropolitan Counties (> 1 M) Urban Counties (> 125,000)Rural Counties (< 125,000)

Bame-Parker: AIRS 6/2/09 16Bame-Parker: AIRS 6/2/09 16

Strata by Location of 2-1-1 Callers, Strata by Location of 2-1-1 Callers, 8/1/05 – 12/31/058/1/05 – 12/31/05

Strata by Location of 2-1-1 Callers, Strata by Location of 2-1-1 Callers, 8/1/05 – 12/31/058/1/05 – 12/31/05


Mean Volume per County of 2-1-1 Mean Volume per County of 2-1-1 Calls by Location Strata, 8/1/05 – Calls by Location Strata, 8/1/05 –

12/31/0512/31/05

Mean Volume per County of 2-1-1 Mean Volume per County of 2-1-1 Calls by Location Strata, 8/1/05 – Calls by Location Strata, 8/1/05 –

12/31/0512/31/05

MetroCounties

UrbanCounties

RuralCounties

GulfCounties

1st LayerInland Co

2nd LayerInland Co


Total 2-1-1 Calls per County by Location Total 2-1-1 Calls per County by Location Strata, 8/1/05 – 12/31/05Strata, 8/1/05 – 12/31/05

Total 2-1-1 Calls per County by Location Total 2-1-1 Calls per County by Location Strata, 8/1/05 – 12/31/05Strata, 8/1/05 – 12/31/05


• • Increased threshold level of 2-1-1 call volume post Katrina-Rita.Increased threshold level of 2-1-1 call volume post Katrina-Rita.

Thus, adjust staffing to new workload levels. Thus, adjust staffing to new workload levels.

• • Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early recovery unmet needs.

Thus, adjust staffing & volunteer support for extended Thus, adjust staffing & volunteer support for extended period post-landfall.period post-landfall.

• • More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from for preparedness and evacuation for Rita, given the scare of experiences from Katrina. Katrina.

Thus, develop “hot line” and media “streaming” messages Thus, develop “hot line” and media “streaming” messages for evacuation updates. for evacuation updates.

• • Increased threshold level of 2-1-1 call volume post Katrina-Rita.Increased threshold level of 2-1-1 call volume post Katrina-Rita.

Thus, adjust staffing to new workload levels. Thus, adjust staffing to new workload levels.

• • Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early recovery unmet needs.

Thus, adjust staffing & volunteer support for extended Thus, adjust staffing & volunteer support for extended period post-landfall.period post-landfall.

• • More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from for preparedness and evacuation for Rita, given the scare of experiences from Katrina. Katrina.

Thus, develop “hot line” and media “streaming” messages Thus, develop “hot line” and media “streaming” messages for evacuation updates. for evacuation updates.

SUMMARY & CONCLUSIONS: SUMMARY & CONCLUSIONS: Analysis by TimeAnalysis by Time

SUMMARY & CONCLUSIONS: SUMMARY & CONCLUSIONS: Analysis by TimeAnalysis by Time


• • Almost 50% of Texas counties had < 100 calls in 5-month study period Almost 50% of Texas counties had < 100 calls in 5-month study period vs. 5 metropolitan counties with approximately 50,000 calls or more in vs. 5 metropolitan counties with approximately 50,000 calls or more in study period. Other urban counties (> 125,000 population) each had ~ study period. Other urban counties (> 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. 500 or more calls during 5-month study period, 2005.

• • 27.5% of Texas counties were high risk for hurricane disaster or as 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period.study period.

Thus, roll-over call support for metropolitan & urbanThus, roll-over call support for metropolitan & urban2-1-1 centers plus post-disaster volunteer and mobile staffing to the 2-1-1 centers plus post-disaster volunteer and mobile staffing to the centers serving disaster & evacuation sites.centers serving disaster & evacuation sites.

• • Almost 50% of Texas counties had < 100 calls in 5-month study period Almost 50% of Texas counties had < 100 calls in 5-month study period vs. 5 metropolitan counties with approximately 50,000 calls or more in vs. 5 metropolitan counties with approximately 50,000 calls or more in study period. Other urban counties (> 125,000 population) each had ~ study period. Other urban counties (> 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. 500 or more calls during 5-month study period, 2005.

• • 27.5% of Texas counties were high risk for hurricane disaster or as 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period.study period.

Thus, roll-over call support for metropolitan & urbanThus, roll-over call support for metropolitan & urban2-1-1 centers plus post-disaster volunteer and mobile staffing to the 2-1-1 centers plus post-disaster volunteer and mobile staffing to the centers serving disaster & evacuation sites.centers serving disaster & evacuation sites.

SUMMARY & CONCLUSIONS:SUMMARY & CONCLUSIONS:Analysis by LocationAnalysis by Location

SUMMARY & CONCLUSIONS:SUMMARY & CONCLUSIONS:Analysis by LocationAnalysis by Location


YEAR 2 (7/1/09 – 6/30/10): Unmet Katrina-Rita Caller Needs

• Code 2-1-1 callers’ needs & validate (e.g., housing/shelter, food/clothing, medical/mental health, financial, transportation, etc.)• Analyze unmet needs by time & location• Analyze special needs by time & location• Analyze referral to FEMA, Red Cross, Salvation Army & other organizations by needs, time and location.

YEAR 2 & 3 (7/1/09 – 6/30/11): 2-1-1 Disaster Management Role

• Assess I&R role in disaster planning, management & recovery.• Investigate data collection protocols & framework for I&R disaster data management nation-wide.

YEAR 2 (7/1/09 – 6/30/10): Unmet Katrina-Rita Caller Needs

• Code 2-1-1 callers’ needs & validate (e.g., housing/shelter, food/clothing, medical/mental health, financial, transportation, etc.)• Analyze unmet needs by time & location• Analyze special needs by time & location• Analyze referral to FEMA, Red Cross, Salvation Army & other organizations by needs, time and location.

YEAR 2 & 3 (7/1/09 – 6/30/11): 2-1-1 Disaster Management Role

• Assess I&R role in disaster planning, management & recovery.• Investigate data collection protocols & framework for I&R disaster data management nation-wide.

NEXT STEPSNEXT STEPSNEXT STEPSNEXT STEPS

Bame-Parker: AIRS 6/2/09

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QuestionsQuestions??

Thank You!Thank You!

Sherry BameSherry Bame

[email protected]@tamu.edu

Kay ParkerKay Parker

[email protected]@uwbv.org

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