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1.
How can our Response Center use 211er?
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211er is available
as a Software-as-a-Service product. When your center contracts
with Centerpoint to use the Service, our database developer will
configure a web directory specifically for your network and load a
program template dedicated for your use. The costs involved
include the initial implementation of the system and then an annual
fee for the maintenance of the datacenter.
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We will set up a
top level Admin password for your 211 Administrator and work with
your team to get the static data entered into the system.
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Our involvement in
the initial implementation of the system is variable depending upon
your needs. The first step is to gather all your static data
such as Law Enforcement and Public Service agencies and enter this
in advance of the disaster.
2.
Can our sister call centers access our 211er network?
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As designed, the
system should be used by your entire regional or state network in
coordination of the emergency. The system is set up so that
there is one top level Admin and then there are Regional Admins that
allow the "sister" networks to set up their own passwords for their
volunteers. Because you are sharing a portal, you can see and
use the same data in coordination.
3.
What system requirements are needed on our end?
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A computer
connected to a high speed internet connection is all that is
needed to access the system. We prefer that you use Microsoft
Internet Explorer, however we know the system works with other
systems. A wide screen monitor works best so that the full width of
the tabs can be seen, but this isn't required. If you can transverse
the internet with a web browser, you have the tools that you need.
4.
How is 211er Hosted?
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The system is
hosted in a commercial datacenter located in Seattle, Washington.
Far away from typical disaster areas, and in the heart of a cyber
development area, our data is hosted in a state of the art data
center with full back up of data on a secure platform.
5.
What happens if my computer crashes during the disaster?
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The data is secure.
It is not on your computer, but instead is at the datacenter in
Seattle. If your computer goes down, you will should be able
to access it from another computer provided that you have an
internet connection.
6.
Does 211er have an intake form?
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Yes! If you
like, you can ask callers for information and input this into an
intake form for use in tracking of your response the disaster.
In addition, we've provided a form that you can take Volunteer
information in the event that you get a call from someone that wants
to volunteer.
7.
What tabs are available on the System?
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Intake Form
This form allows your operator to collect data from the callers
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Open Shelters
Only Active shelters that have opening are shown on this tab
It provides information that has been entered, such as location,
directions to the shelter and capacity information.
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Active Shelters
This is a listing of operating shelters, including those that are
currently closed due to being full. Its important that you
continue to have access to their information because of the need to
coordinate services.
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Services
A searchable database of available resources and services to meet
the needs of the disaster. The search feature of this tab is
extraordinary.
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Counties/Parishes
A resource index of the County Information, including the contact
for Office of Emergency Management. Evacuation instructions
and curfew fields are included on this table.
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Updates
Linked to the County/Parish tabs, this tab provides a way for you to
access updates from various agencies in a particular County or
Parish such as road closures, Evacuation orders and more.
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State Agency
Information
Basically a contact directory that contains the contact data for
relevant state agencies that you might need to refer callers to.
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Sheriffs
A contact directory of Sheriff's offices.
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State Police
A contact directory of the State Police Offices
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Evacuation List
A summary of all the Counties/Parishes that have had evacuation
orders issued, along with specific instructions.
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Rumors
It happens every time there is a disaster. People claim to
have heard specific facts and soon, the public is calling to ask if
this is true or not. The people on the phones need to know
what to tell them, especially if it has been confirmed that this
rumor is false. This is a place to enter the rumor and provide
your operators with a scripted response to the call.
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Enter Volunteer
Information
At least some of the calls that you receive will be from people
wanting to volunteer and we've provided your operator with a way to
enter that data into the system while on the phone with the caller.
A supervisor in the back office can then retrieve the data and
contact the volunteer.
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Report Issues
What's worst that having people call your operators asking questions
that you don't know the answers to? This form is a way for the
operator to tell the supervisor that they are getting calls on a
particular issue and ask for an update. It's a two way form,
where a message can be posted by the operator and a response can be
made by a supervisor.
8.
Can 211er be modified for my particular Call Center?
9.
Can 211er be used on my day to day call volume?
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In theory, we
designed the system to be used as a quick, very specific response to
an emergency situation where the need for response is different from
your normal, day to day call volume. However, we could configure a
system for your use day to day based upon your needs.
10.
How do I get started?
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