Nationwide, the 2-1-1 network is known as the number to call for information and resources, linking people and resources for a stronger community. When people need answers, 2-1-1 is the number to call. Typical calls are for social and human services and are answered by trained staff equipped to provide or find the information, resource and referral one needs, using customized software programs that offer detailed client tracking and resource management. But that can change during a disaster!

Several states have designated the 2-1-1 network as the official number to call for disaster response information and as it's not uncommon for the 2-1-1 centers to use volunteers to respond to the call volume. During a disaster, the comprehensive customized systems warrant an experienced understanding regarding their use, and are often inappropriate or challenging for the dedicated volunteer without such experience.

What is needed is a way to distribute up to the minute information, resources, and referral to those resources in an easy to use platform that can be implemented quickly. We provide that solution in our 2-1-1 Emergency Resources Software-as-a-Service.
 

HOW IT BEGAN:

In August 2008, Hurricane Gustav approached the Louisiana coast line and the Governor ordered a mandatory evacuation to safety of an unprecedented 2 million citizens, establishing Louisiana 2-1-1 as the point of contact for evacuation information and resources response. The lessons learned from Katrina in 2005 paid off in terms of Louisiana being much better prepared and the 2-1-1 network went to work, putting the call out for volunteers to assist on the phones.

It wasn't long before the staff realized that the ServicePoint™ software in use presented barriers for the inexperienced yet committed volunteers willing to serve. The staff met this new challenge by compiling resource guides for use by the call center operators as they responded to the callers. As you can imagine, the lifecycle of the printed resource guide was very short due to the ever changing circumstances of disaster response. Literally, pages were printed, used and thrown away as new ones were compiled and distributed.

A volunteer with database experience saw the need for a program that could be updated in a central location and accessed by all the operators on the phone, with changes instantly shown so that the information being provided to the caller would be as accurate as possible. Over a period of several days, a web-based database was developed and placed into service on a trial basis in the Shreveport call center to answer this need. Within days, the use of the database was extended throughout the entire state and into three overflow 2-1-1 centers in California, and with Texas 2-1-1. Louisiana's response to GUSTAV and thereafter, IKE was coordinated using the 211ER database as it has become known.

You might have a similar need and we'd like to help you!

USING THE 211ER SYSTEM IN YOUR CENTER:

Because disaster response warrants coordination, our program is well suited for use in other Disaster Response Centers. We would like to work with you in providing a portal to the system that we've developed and invite your inquiry.

Here are some points to consider:

• The Software is hosted off site, in a datacenter.  There is nothing required on your end other than your existing computers and a high speed internet connection.
   

• Your Portal is set up independent of other systems and you have your own logins with the ability to enter and manage your own data.
   

• All data is exportable for archive purposes and for use in reporting.
   

• Caller Intake form is provided as part of the package.

HOW IT WORKS:

Developed as a web-based solution, 211ER is a Software-as-a-Service product that resides on a server in a datacenter. Disaster Response Centers do not need anything more than a computer with an internet connection to use our service.

Static data such as Sheriffs’ office numbers, State Police, and other Resources are loaded in advance of an emergency. Then as the disaster unfolds and resources become known, key personnel in your center with a supervisor password access the web-based platform and key in specific services and resource data that is relevant to the disaster. This data is immediately available to every operator on the system as they respond to the calls. Data is entered in one time--updated as needed and available at all points instantly. Gone are the printed resource guides.

EASY TO USE:

Literally, within minutes of a volunteer sitting down at the console, they are able to take phone calls and respond appropriately to the caller. The database is a web page, separated by tabs that hold specific data by category. If the caller is searching for an available shelter location, the Operator clicks the "Open Shelters" tab and is immediately presented with a list of shelters that are available to receive clients. Resource Managers working in the back office can even input directions to the shelters into the database and someone located miles away can provide the caller with step by step directions. It's that simple

ALL SEARCHABLE:

Even more impressive is the search ability and intuitive nature of the database.  A single search box is provided that searches every field in the database and responds with answers that hold the word you are searching for.

STATEWIDE NETWORK

We designed the system to be used as a statewide or regional network, with the ability for different offices to be able to manage data that can been seen by other offices.  Individual Centers manage their own logins but collaborate together and share information in responding to the same emergency.

WHAT DOES IT COST TO IMPLEMENT?

Inexpensive and well below the cost of other similar solutions. Contact our office to discuss your needs and let's work together to offer your network a solution.