Ontario

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• Ontarios 211 System
• Leveraging 211 to Improve
  Emergency Response and Recovery

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WHAT IS 211?

• 211 is a two channel information system for
  community and social services
• 2-1-1 is an easy to remember 3 digit phone number
  
• 211 provides free, 24/7/365, multi-lingual,
  confidential information from Certified
  Information and Referral Specialists
• 211Ontario.ca offers bilingual web access to
  56,000 services and programs

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The primary path for users is dialing 211
directly
211Caller
Type of Request
Emergency
Non-Emergency
Directory
Municipal
Community Social, Health and Government
Case Managed
Confidential/Anonymous
Access Points
411
CommunityAgencies (e.g.,Kids Help Phone)
ServiceOntario/ServiceCanada, etc.
311
911
Referral
Referral
Emergency Response
211
Services
EMS, Police and Fire Protection
MunicipalServices
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Alternatively, users can be referred by community
agencies, 311 or (in the case of emergencies)
from 911
211Caller
Emergency
Type of Request
Non-Emergency
Directory
Municipal
Community Social, Health and Government
Case Managed
Confidential/Anonymous
Access Points
411
CommunityAgencies (e.g.,Kids Help Phone)
ServiceOntario/ServiceCanada, etc.
311
911
Referral
Referral
Emergency Response
211
EMS, Police and Fire Protection
Services
MunicipalServices
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HOW 211 CAN HELP IN AN EMERGENCY
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211 CAN HELP WITH EMERGENCY EVENTSHousing fires
Natural disasters - Health Crises
CRISIS EVENTS

• Social service crisis (housing fires)
• Natural disasters (forest fires, tornados,
  floods) where information needs are high
• Flu/H1N1 communication to public
• High information, communication needs
• Surge in offers to volunteer donate

IMPACT
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WHAT 211 CAN DO TO HELPInformation
communication Referral Volunteer/donation
database

• Two-way information about response and developing
  needs
• Provides referrals to services to meet needs
  created by the disaster
• Create a volunteer and donation database for
  emergency response teams to draw from

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OTHER SUPPORT 211 CAN PROVIDEEvent updates
Referrals Accessibility

• Information for evacuated residents
• Be a resource for agencies to complement their
  roles in the disaster
• Phone for a person who is visually impaired, TTY
  services for a person who is hearing impaired
• Interpretation in 150 languages/ 24/7

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THE BENEFITS OF WORKING WITH 211Protect 911
One to promote Responsive and human

• Reduces non-emergency calls to 911
• Prevents confusing number of help lines and
  processes
• Provides accurate information to residents
  needing help
• Able to collect information to find qualified
  volunteers and needed donations
• Prevents non-useful items from being dropped off
  in the community

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OWEN SOUND HOUSING FIRE 211 CASE STUDY Monday,
April 5, 2010

• Destroyed homes/belongings of 14 residents
• 211 was access point for evacuated residents,
  agencies and community
• 211 connected residents with short-term help and
  long-term support
• Created database of donation offers

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GODERICH TORNADO 211 CASE STUDYSunday, August
21, 2011

• 338 marine warning. 348 tornado warning,
  355 tornado struck
• 1 fatality, 5 severe injuries, 125 injured
• 47 buildings demolished, 10 businesses with
  limited services, 22 businesses relocated and 29
  closed
• 6400 volunteer hours logged

Time on ground 14 seconds
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GODERICH TORNADO 211Social Services were
overwhelmed by volunteers

• Red Cross processed 966 people 2,600 door to
  door visits 318 needs assessments 18 people
  needed shelter
• Victim Services helped 375 people with emotional
  support
• Salvation Army served 1400 meals a day in first 5
  days
• Samaritans Purse, Mennonite Disaster Services and
  local churches were also important

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GODERICH TORNADO 211The numbers from 211

• 67 of calls came from outside county
• Answered 1278 calls about the tornado
• 737 offers to volunteer
• 481 offers to donate food, goods and money
• Called 243 volunteers
• 908 visits to disaster database
• Answered volunteer emails for county

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GODERICH TORNADO 211211 complements crisis
communication efforts

• Information is quickly outdated in a crisis 211s
  staff helps research and verify information
• One number to call helps prevent confusion Share
  211 in media updates, meetings, town halls and
  briefings
• Talk to a live person. 211 is answered live by
  trained specialists, 24/7
• Social media communication helps direct
  people to right resources. Social media is
  often self correcting

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GODERICH TORNADO 211Emergency database for
community

• Animal services
• Scams
• School backpacks
• Banking
• Building inspections
• Business updates
• Community information
• Court services
• Donations
• Emotional/trauma support
• Food and basic needs
• Free food and goods
• Disaster information response
• Health information
• Housing
• Huron County information
• Laundry facilities

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GODERICH TORNADO 211Information changed
quickly, social media directed people to 211
phone and database

• Within 12 hours, the FACEBOOK page had 7,000
  fans
• 151,000 people viewed the Facebook posts in first
  6 weeks
• 5 million views of the Facebook news feeds
• Over 6,000 comments on the Facebook
• Facebook, Twitter, 211 Newsletter and 211 blog
  were key vehicles

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GODERICH TORNADO 211The power of social media
and SEO
Margaret Atwood (www.twitter.com/margaretatwood)
retweeted from the United Way of Perth Huron
twitter account to her 250,000 followers
GoderichTornado 211 is calling volunteers. If
you want to be added to the list dial 2-1-1. To
donate call United Way at 519-271-7730.
blog.211ontario.ca
Marilyn Denis TV show found out how to donate
garden makeover through 211 blog page. Our 3rd
most popular blog post.