1. Demand for 2-1-1 Services During Disaster By Sherry I. Bame Professor, Texas A&M University & Kay Parker Vice President, United Way Brazos Valley College Station, TX

2. Statewide Role of 2-1-1 Texas Provide Basic Information and Referral Disaster and Emergency Management Support Homeland Security Support

3. Disaster I&R Authorized, Consistent Information Dissemination to Public Emergency Management Support Homeland Security Support EOC & SOC Role as Community Information Hub and Updates Alert Scripts on 2-1-1 Phones - Accuracy Rumor Control Coordinate Volunteers and Donations AIRS First Responder Support Crisis Intervention and Human Services Coordination Role of 2-1-1 in Disasters

4. 4 HRRC 1/31/09 Hood Howard Presidio Brewster Val Verde Culberson Hudspeth Jeff Davis El Paso Crane Pecos Reeves Crockett Terrell UptonReagan Andrews Ward Loving WinklerMidland Ector Glasscock Martin Bandera Jim Hogg La Salle Webb Starr Zapata Dimmit Zavala Maverick Kinney Uvalde Frio Medina Nueces Brooks Hidalgo Duval Kenedy Willacy Cameron Jim Wells Kleberg Wilson McMullen Bexar Atascosa Bee Live Oak San Patricio Karnes Guadalupe Gonzales Mason McCulloch Edwards Sutton Schleicher Kerr Real Kimble Menard Nolan Tom Green Irion Mitchell Sterling Coke Runnels Concho Coleman TaylorCallahan Bell Blanco Kendall Comal Gillespie Llano Travis Hays Caldwell Burnet Williamson Comanche Mills San Saba Brown Eastland Hamilton Lampasas Coryell Erath Bosque Somervell Swisher Randall Hockley Gaines Yoakum Cochran Dawson Terry Lynn Lubbock Deaf Smith Bailey Parmer Lamb Hale Castro Hartley OldhamPotter Moore Dallam Sherman Knox Kent ScurryBorden Garza CrosbyDickens FisherJones King Stonewall Haskell Hall Motley Floyd Briscoe Hardeman Cottle Foard Childress Jack Young Stephens Shackelford Throckmorton Parker Palo Pinto Wise Baylor Archer Wilbarger Wichita Clay Montague GrayCarson ArmstrongDonley Hutchinson Roberts Wheeler Collingsworth Hemphill Ochiltree HansfordLipscomb Jefferson Trinity Brazos Lavaca Victoria Goliad Refugio De Witt Calhoun Aransas Jackson Wharton Milam Bastrop Fayette Lee Austin Colorado Burleson Washington Robertson Waller Brazoria Matagorda Fort Bend Harris Galveston Chambers Montgomery Walker Grimes Madison Jasper Liberty Hardin Polk San Jacinto Tyler Anderson Ellis Falls McLennan Hill Freestone Limestone Leon Navarro Henderson Dallas Tarrant Johnson Denton Kaufman Van Zandt Collin Rockwall Hunt Smith Cherokee Houston Nacogdoches Angelina Rusk Shelby Panola Franklin Rains Wood Hopkins Marion Gregg Upshur Harrison Titus Camp Morris Cass Newton Orange San Augustine Sabine Fannin Cooke Grayson Delta Lamar Red River Bowie Gulf Coast Region* South Central TX Region* North Central Texas Dallas Region* North Central Texas Fort Worth Region* Rio Grande Region* Panhandle Region* South Plains Region* Alamo Region* Tip of Texas Region* Heart of Texas Region North Texas Region Brazos Valley Region * Coastal Bend Region Permian Basin Region* Central Texas Region* Texoma Region* Concho Valley Region West Central Texas Region Southeast TX Region* South Texas Region Golden Crescent Region East Texas Region North East Texas Region Middle Rio Grande Region Deep East TX Region Texas I&R Network (TIRN) Disaster Response: 25 Regional AIC Partners for Statewide Coverage Official State network July, 2004 Hardware networked for compatibility & roll-over calls Procedures & policy development Statewide

5. 2-1-1 Citizens Link to Critical Information Cindy, 1963 $13 million Charley, 1998 Amelia, 1978 TS Claudette, 1979 $750 million Frances, 1998 $10 million Katrina, 2005 $75 billion Rita, 2005 $10 billion TS Allison, 2001 $4.8 billion Ike, 2008 $18 billion T.S. Gustav, 2008 Dolly, 2008 $750 million Edouard 2008 Katrina August 29, 2005 Rita September 24, 2005

6. 6 Meet Katrina… What a Disaster!

7. Katrina First Phone Call Aug 30 (and 10,036 more for B/CS) Statewide ~ 625,339 After Katrina, Rita Arrived Immediately!!! Condition of Staff and Volunteers Meeting Local and Statewide Needs Different needs for each hurricane

8. Staffing and Volunteers Full Time – 2 Part Time – 3 students New I&R Full Time – 1 (1 st day on the job) New I&R Director – Graduating Volunteers RSVP MicroAge Space 26 th AIC

9. HRRC 1/31/09 9 9 But, wait! Theres More… Meet Rita!

10. Rita… B/CS - Evacuation Destination Primary Shelter Hub Local Needs Local Needs for 2-1-1 Donations Volunteers Financial Donations Long Term Housing Transportation Strain on staff Day-to-day survival for us, too! Not used to delivering news that doesnt help

11. Brazos County EOC Excellent, Long-term Relationship Seat at the EOC Utilizing 2-1-1 for Community Resources Problems when 2-1-1 Activated Statewide Redefined Role Over Time

12. Texas SOC Response 2-1-1 Seat at SOC First Time No Consistent Method of Information Distribution Totally Different Responses for Katrina and Rita

13. V0AD Financial Donations Non-financial Donations Food and Water Unmet Needs Committee Case Management

14. Lessons Learned Forms and procedures revised FT Disaster Manager Hired at State Level Transportation Registry Capturing Data and Need Warm Centers Knowledge Base Use of Volunteers Reconsidered use of 2-1-1 for local needs AIRS Disaster Response Team

15. Lessons Learned 2008 Improved Knowledge Base to Log Calls and Retrieve Data Statewide Training and Procedures Volunteer Component Staff Scheduling Debriefing

16. Lessons Learned - DRT Streamlined Procedures Improved Communications DRT Manual Data and Need Dates When Need Referral

17. Questions? Thank You! Kay Parker kparker@uwbv.org