oaem 211 ontario presentation june 13 2013
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ÂTRANSCRIPT
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Presentation Overview
1. What 211 is
2. Our role in the Goderich Tornado
3. Our Exercise Highlights from Huron Challenge
4. Questions
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• 211 is an easy to remember telephone number that helps people find the right
community and social services in their community
• Calls to 211 are answered live by trained information and referral specialists 24/7
• Interpretation services are available in 150 languages
• It is also accessible by TTY and email
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•This is a list of current 3 digit numbers approved by the CRTC
• Not all of these numbers are in use across the country
•There are three unique characteristics of N11s:
• they are assigned for a purpose, NOT to an organization
• they are for services of a universal social value
• they offer enhanced access
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• It is simplest to think of 211 services as having three primary components
• The most obvious is the inquiry service, or call centre
• Supporting the inquiry service is a comprehensive, professionally maintained database of
services and programs (60,000 programs and services)
• The searchable 211 database is also available online
• Details about calls (not callers) are collected, analyzed and reported to stakeholders and
community partners, enhancing community planning
with information about service demand and use.
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• The first 211 service was first launched in Atlanta, Georgia in 1997
• In the US 211 now reaches into all 50 states
• The first Canadian service was launched in Toronto in 2002.
• Two provinces are now provide-wide: Ontario and Nova Scotia
• In addition to Ontario and Nova Scotia there are 211 services operating in Quebec City,
Calgary, Edmonton, and Vancouver
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• In Canada and the US 211 services must be Accredited through AIRS an association which
sets the standards for information and referral organizations
• Disaster preparedness is one of the areas of the Accreditation standards
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• 211 simplifies access to information about services in your community
• Callers can remain anonymous, have a conversation with an information specialist who
will help them find services they need
• Most people find out about these services by:
• Phone – ask friends, colleagues, county, town hall
• Phone book, however you need to know the name of agency (ie food banks not
listed under “F’ for food)
• Online – Google
• When you think of those 60,000 organizations, and the number of staff and volunteers
that work for them….
• How do they keep up with the current services are available for their clients?
• 211 is for staff to use too.
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• Here in Ontario we have divided 211 into seven regions, served by seven organizations
• Community Connection serves the Central East region, shown in green
•The next three slides will give you an example of our three core service areas
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1 - Public Inquiry
• In 2012 we answered 51,000 calls, which represents 5% of the population or 11% of
households in Central East
• Our highest % of calls are received from:
• Simcoe (9% population or 19% of households)
• Grey (8% or 18% of households)
• Bruce (4.0% or 8.5% households)
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2 - Online directories
• We work with a number of partner agencies across Central East to continually update
about 13,000 programs and services
• These listings are regularly uploaded to 211Ontario.ca
• We also make a number of online directories available through our website
• One of the most critical areas is the database, if it is wrong or out of date, than our
referrals could be wrong
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3 - Caller Needs
• Our staff track detailed information about each call (location, age, income sources, etc)
• We do not collect any identifying information about callers
• One item we track is why people call (shown on slide)
• This information can provide key information to stakeholders, such as unmet needs in our
communities
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• We had been serving Huron County for just one year when the Tornado struck in August
2011
• Huron County Social Services staff had visited our offices in July and so they had a good
understanding of what we do
• At 9 a.m. on August 22nd, I received a call from Huron County’s OW Manager Michele
Gaynor asking if we could help.
• Early that afternoon, media releases began going out saying to call 211 for volunteer
registration
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• This graphic shows the number of disaster-related calls we answered each day over the
first two weeks
• Calls peaked on the Wed with about 220 calls
• Calls fell off on the weekend, spiking on the seconded Monday with close to 150 calls
• A total of 1,157 calls diverted over a two week period
• This demonstrates 211’s existing capacity as a public information line
• Phone lines are already in place
• Professional staff skilled in answering calls
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• Here are the reasons people called
• 211 has existing capacity to track and report caller needs, and produce reports
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• This slide shows the results over the first six weeks
• Note these numbers won’t add up as some callers were registering donations and to
volunteer
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• We made the disaster database available online – infoHuronCounty.ca
• 42 new listings were added in the first six weeks
• Continually updated listings are necessary to provide real-time information to callers
• Received changes from Social Services
• Monitored social and news media
• Informed by callers
• Attempted to validate with key officials before going live
• And the database supported call centre
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• Here is a screenshot of some disaster database listings
• Animals – found/lost
• Scam Artists – tips
• Banking services
• Building inspection
• Business updates
• Court services
• Donations
• Emotional/trauma support
• Laundry services
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• This is an example of a database listing for laundry services
• 211 has the skills and capacity to manage databases
• Our data system already in place
• Professional staff skilled in data research, collection and maintenance
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• We had never registered volunteers or donations before
• Used Google Drive’s free APP to create shareable excel file
• We colour coded important entries, such as other municipalities offering crews and
equipment; department stores with large donations of supplies; money
• It was simple to use, no training needed
• All 211 staff could enter at one time
• File was shared with specific County and Town staff who could download, sort and print
lists
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• We used the same tool for donations, colour coding financial donations
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• The day after the tornado, there were many FB pages up
• This is a screen shot of one in particular that had over 7,000 followers
• We used this page to actively post news…things like: “211 is registering volunteers and providing
lists back to Town Officials. Call 211 to register.”
• Actively posted news to:
�Promote the 211 phone number for volunteering
�Direct volunteers to specific activities (when groups were needed for things like handing
out flyers)
�Redirect unwanted donations (don’t bring used clothing, have a sale and donate the funds)
�Redirect unwanted volunteers (deterring people from showing up, asking they register)
�Drive specific donations (able to drive specific donations such as milk and dish soap)
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• Here are usage stats for that FB page for the first six weeks
• The reach is staggering
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Just to recap – during response and recovery we can do three things
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 providers
across Ontario
• in-person access points in reception or evacuation centres
Database/Internet
• 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
Caller Needs
• provide real-time reports to EIO to support emergency response
• produce after action reports with aggregated data to support community planning activities
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• Since Goderich we have had a lot of interest in 211 and there has been confusion and
concern about our role
• A significant amount of relationships have been to developed to help us and we continue
to learn
•We created this slide to illustrate where we think 211 fits
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• Trillium Resolve was a multi-jurisdictional disaster response exercise developed by Emergency
Management Ontario (EMO) and Bruce Power
• The exercise was conducted during mid October 2012 with the emergency simulations taking
place in Huron, Bruce, Grey and Wellington counties
• Thanks to Lynda Rotteau (former CEMC Goderich), we were able to make the right connections
with EMO
• This was the first functional disaster exercise with multiple Regional Service Partners in Ontario
• Some of our goals were to:
• Test timelines for the exercise
• Activate notification and communication protocols
• Invoke mutual assistance agreements
• Test telecommunications routing systems
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• We had the opportunity to play in three locations
• Thanks to Doug Smith, CEMC Bruce County and Roberta Trelford, CEMC Kincardine – who both
helped to guide where we should be.
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• One key outcome from our exercise was the development of a cloud-based portal
• It provided a centralized access point for all 211 providers across the province to the disaster
database, call handling tools and important information
• We will further develop the portal for future exercises
• And it remains in place ready to support public inquiry services during future emergencies
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• We deployed a mock disaster database which also runs on a cloud-based system
• It was modified with dozens of new and changing mock resources relayed by 211 staff at the
EOC and EIC
• This slide shows the disaster database, example database listings, and a sample organization
listing
• We are using this framework to develop new standards for pre-disaster database
development in Ontario
• And it remains in place ready to support public inquiry services during future emergencies
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• Online registration tools were also centralized so 211 providers across the province could
register volunteers and donations
• Multiple call takers simultaneously tested viewing and entering mock volunteer registrations
and donations in real time
• A survey-like entry form controlled standardized data entry and automatically fed into an
excel spreadsheet, including a time and date stamp
• The excel file was sharable online, which allowed designated people to search, sort and print
lists of donated goods or registered volunteers
• And it remains in place ready to support registration services during future emergencies
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• For the exercise a tracking tool was also centralized to collect information about each of the
contacts received through mock calls, social media, email and TTY
• The contact tracking tool contained 15 questions and a total of 69 possible data elements
• This shows screen shots of some sections of the tracking tool
• The tool was tested, accumulating disaster call information which demonstrated a range of data
that could be collected from calls about community needs and service gaps
• And it remains in place ready to support public inquiry services during future emergencies
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• The data collected from the tracking tool used during the exercise was downloaded into an excel
file which enabled the contact data to analyzed and reports produced.
• This is the report example produced from the mock calls.
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