Emergency Preparedness

2-1-1 as Community Crisis Tool

See how Emergency Preparedness Works in Your Community

Communication is a significant challenge in times of crisis. The National Governors' Association cites 2-1-1 as "A key Strategy for State's Community Preparedness and Response Plans". The Public Health Security and Bioterrorism Preparedness Response Act of 2002, which is aimed at improving the nation's ability to be prepared and respond to bioterrorist threats and other public emergencies, designates 2-1-1 as an eligible use of funding.

It is all too common for local jurisdictions to set up community hotlines during the crisis itself, adding to confusion and lag time for the accuracy and availability of information. 2-1-1 helps avoid that confusion. 2-1-1 is a key asset for communities preparing for and recovering from community crisis.

Prior to a community crisis, 2-1-1 stores information that can be shared at a moment's notice. The existence of the service can be marketed and the number is easy to recall. Professionally trained 2-1-1 specialists can answer questions about current alert status.

2-1-1 is available immediately during times of crisis, allowing authorities to channel correct information to the public. 2-1-1 specialists can field questions and direct people to services most appropriate for their needs, or advise people on where to donate goods or volunteer.

Once 2-1-1 is implemented, it maintains a permanent presence in the community. As a result, people can find the help they need whether the needs arise a week or several years after the crisis event.

2-1-1 in Michigan can play several key roles in disaster recovery and response, including:

  • Manage and track available resources against requests
  • Provide rumor and information control
  • Provide evacuation/traffic/shelter information to the public
  • Provide connections to services for long-term recovery

Emergency Preparedness Needs and 2-1-1 Application

Emergency Provider Need2-1-1 ResourceImpactExample
Mitigation   
Address individual and family needs before their problems escalate into a community crisisEarly intervention and prevention of personal crisis 24X7X365 through easy access to health and human servicesHealthier Communities, fewer crisis’

 

Early intervention for child or spousal abuse “2-1-1 will get families the help needed earlier” Probate Judge Economy, Lansing State Journal 3/4/03
Continuously improve preparedness

 

 

 

Track each call and identify gaps in service

 

 

 

Improve preparedness for emergency response over time.

 

 

 

"One of the few quantifiable indicators of behavioral health need in Connecticut that can be reasonably connected to the events of September 11 comes from 2-1-1” excerpt from a Connecticut Department of Mental Health and Addiction Services " Connecticut's Need for Behavioral Health Services  Following the Terrorist Attacks on September 11, 2001:"
Preparedness   
Be ready to handle special needs populations

 

 

 

Trained helpline specialists, practiced and equipped in assisting elderly, and mentally or physically disabled as well as non-English speaking callers

 

Help reduce unnecessary loss of life and injury

 

 

“2-1-1 systems can reach the majority of at-risk people through a broad network of small agencies serving the homeless and others who are disconnected by language, recent immigration, transience, distrust of government or mental illness.” Burt Wallrich, of  Information and Referral in Los Angeles, “
Know what health and human services  are available where

 

Constantly updated database of health and human services in any given community

 

Existing services are fully leveraged because they are easily located.

 

For example, Kent County’s 2-1-1 database includes over 1,000 agencies with over 4,000 health and human services available in that community.  Records are continuously updated, with an annual minimum update.
Response   
Rumor Control

 

Provide authorized information dissemination to the public

 

Reduce misinformation and increase orderly public response

 

Texas 2-1-1 statewide system is closely coordinated with State Emergency Management Protocols to provide authorized emergency event information assistance to all 254 Texas counties.
Reception Center HotlineFunnel public interest in volunteering to the reception center .Increased capacity to respond to an emergency through well-placed volunteersIn Florida, 2-1-1 backed Hurricane Charley Reception Center receiving volunteer phone inquiries.
Disseminate alert scripts

 

Communicate public health, school, and public safety alert scripts.  Triage calls needing special information.Reduce injury and loss of life

 

Hawaii 2-1-1 receives  health alert scripts from the health authority and services public inquiries with consistent accurate information
Provide shelter, food, clothing, childcare, and other basic needsProvide public communication and coordination on human services available – where to go for whatMinimize suffering and increase health and well-being of citizens impacted by a crisis.After September 11, over 400 help lines were established in New York  providing information;  CT provided the public with a single easy number: 2-1-1
Receive volunteers and donationsProvide a highly visible entry point for people who want to volunteer or donateFirst Responders freed up to focus on emergencyAfter September 11, 2-1-1 in Atlanta received and coordinated volunteers willing to house people stranded in the airport.
Recovery   
Coordination of volunteers and donations

 

 

Receive calls and centrally manage the effective use of volunteers and donations.

 

Rapid recovery through increased capacity and resources.

 

 

Besides providing central information on the donation acceptance policies and hours of food banks and Goodwill stores and other traditional recyclers of used goods, 2-1-1 can match donors of more unusual in-kind gifts with charities that can use them.
Deal with aftermath of disaster

 

 

Connect the public with needed resources, long after first responders have left the scene, provide timely information of services as they become available.Individuals and families are able to get back normalcy.

 

 

Brookings Institution Study,“Calling 2-1-1: Enhancing the Washington Region’s Safety Net After 9/11” The need to connect with a full range of health and human services, from housing to job training, is heightened for months and years following an emergency.

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