Muskoka emergency response committee december 13 2012
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Transcript of Muskoka emergency response committee december 13 2012
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SUPPORTED BY
Presented by Pamela Hillier
December 13th, 2012
211’s Role in Emergency Response and Recovery
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Presentation Outline
1) What 211 is
2) About Community Connection/211 Central East Ontario
3) Our Goderich Tornado Experience
4) 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
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Current Population Served by 211
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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
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Public Inquiry Online Directories Caller Needs
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Community
Connection
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- 2,041
- 5,594
- 158
- 2,372
- 929
- 1,979
- 1,496
- 386
- 1,175
- 1,820
- 32,545
- 1,597
Number of Calls by County/District52,000+ calls
In 2011
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211Ontario.ca
infoMuskoka.ca
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211 Muskoka
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500
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2008 2009 2010 2011
2008Service LaunchedAnnual Call Volume Growth
13.3% Government (all levels)
14.2% Home Supports
8.8% Housing & Utilities
8.4% Transportation
16.9% Health Services
2011 Top Five Caller Needs
12 - Family Doctor
10 - Various Goods/Services
5 - Transportation
4 - Dental Service Fees
1 - Prescription Drug Fees
1 - Utility Arrears
2011 Unmet Needs/Service Gaps2011 Unmet Needs/Service Gaps
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211 Experience – Goderich Tornado
August 21st, 2011
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Daily Disaster Related Calls to 211
Weeks One and Two (August 22nd to September 3rd)
Number of Calls Diverted to 211
First Two Weeks
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Why People Called 211During the 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 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 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 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 & ServicesRegistration
• Used Google Drive’s free APP to create shareable excel file
• 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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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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During Response and Recovery
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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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SUPPORTED BY
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
Questions?