1. Demand for 2-1-1 Services During Disaster 2-1-1 in Texas during Katrina-Rita, 2005 & Feedback of 2-1-1 Response, Hurricane Ike and other recent disasters, 2008 By Sherry I. Bame, PhD Professor, Texas A&M University & Kay Parker Vice President, United Way Brazos Valley College Station, TX

2. AcknowledgementsAcknowledgements Funded by Department of Homeland Security Michael Dunaway, Science & Technology Directorate Funded by Department of Homeland Security Michael Dunaway, Science & Technology Directorate Research Team Co-Authors Robyn Bell Tasha Davis Aatmaja Desai Rhonda Dunn Dayna Finley Andrew Garza Abha Grover Erin Harrison Tiffany Kleb Jee Young Lee Alexandria Norman Courtney Payne Ashley Shaw Hazards Reduction & Recovery Center &Urban Planning Program Texas A&M University, College Station, TX Texas I&R Network; Beth Wick, Director Health & Human Services Commission, Austin, TX 2

3. 3 ObjectivesObjectives 1)To present study to examine 2-1-1 role in disaster management during Katrina-Rita in Texas. 2) To identify challenges of compiling and analyzing 2-1-1 caller data state-wide or inter-state. 3) To examine 2-1-1 caller demand over time and location according to phases of hurricane disaster during Katrina-Rita, 2005. 4) To present lessons learned for management of IKE and other disasters – and more to learn. 5) To discuss pros and cons of protocols and I&R data management during disasters.

4. 4 2-1-1 IN DISASTER MANAGEMENT 2-1-1 is communications link for unmet needs in disaster response and homeland security preparedness 2-1-1 is communications link for unmet needs in disaster response and homeland security preparedness 2-1-12-1-1 Needs Victims / Evacuees / Family-Friends Community Resources Volunteers/ Donations Health & Social Services Basic Needs/ Social & Financial Support

5. 5 DHS-Funded Project: DETERMINE UNMET COMMUNITY NEEDS IN TEXAS DURING KATRINA-RITA, 2005 DHS-Funded Project: DETERMINE UNMET COMMUNITY NEEDS IN TEXAS DURING KATRINA-RITA, 2005 UNIQUE OPPORTUNITY: 2-1-1 data is real time record of unmet disaster needs before, during, & after Katrina & Rita. Texas Network of 2-1-1 data represents State-wide coverage for unprecedented scope of data over location and time. Texas I&R Network coordinated data collection & recording for all AICs beginning of 2005. UNIQUE OPPORTUNITY: 2-1-1 data is real time record of unmet disaster needs before, during, & after Katrina & Rita. Texas Network of 2-1-1 data represents State-wide coverage for unprecedented scope of data over location and time. Texas I&R Network coordinated data collection & recording for all AICs beginning of 2005.

6. 6 DHS-Funded Project: Collaboration of Research, Service & Policy DHS-Funded Project: Collaboration of Research, Service & Policy

7. YEAR 1 of the Study: 2-1-1 call data from 2005 collected by Texas I&R Network from 25 AICs copied then deleted any caller identification PAPER data coded & validated N= 39,795 calls from 9 AICs ELECTRONIC data coded & validated N= 379,988 calls from 13 AICs REPORT DATA disaggregated, recoded & validated N= 205,556 calls from 5 AICs Analyzed 2-1-1 caller demand by location & time Total = 625,339 calls YEAR 1 of the Study: 2-1-1 call data from 2005 collected by Texas I&R Network from 25 AICs copied then deleted any caller identification PAPER data coded & validated N= 39,795 calls from 9 AICs ELECTRONIC data coded & validated N= 379,988 calls from 13 AICs REPORT DATA disaggregated, recoded & validated N= 205,556 calls from 5 AICs Analyzed 2-1-1 caller demand by location & time Total = 625,339 calls

8. Bame-Parker: AIRS 6/2/098

9. Volume of 2-1-1 Callers in Texas, 8/1/05 – 12/31/05 Katrina Landfall 8/29/05 Rita Landfall 9/24/05 Bame-Parker: AIRS 6/2/09 9 Aug 1Sep1Oct 1Nov 1Dec 1

10. Strata of Disaster Management Phases per Date, 2005

11. Mean Volume of Calls Per Day by Date Strata, Katrina-Rita Disaster Management Phases, 2005 11

12. Bame-Parker: AIRS 6/2/0912 Katrina vs. Rita Mean Volume of 2-1-1 Calls Per Day by Disaster Management Phase, 2005

13. Bame-Parker: AIRS 6/2/0913 Total 2-1-1 Callers in Texas by COUNTY, 8/1/05 – 12/31/05 N= [%=] Total Calls625,339 [100%] Texas586,748 [93.8%] Other States6,626 [1.1%] Missing Data31,965 [5.1%]

14. 14 Q uartiles of 2-1-1 Call Volume by County, 8/1/05 - 12/31/05 Q uartiles of 2-1-1 Call Volume by County, 8/1/05 - 12/31/05 25% Counties: 476 - 137,945 calls 25% Counties: 118 – 476 calls 25% Counties: 16 – 118 calls 25% Counties: 0 – 16 calls

15. 15 Strata of Counties by Location of Hurricane Risk & Population Size of Evacuation Destinations Gulf Coast Counties 2 nd Layer of Counties Inland 3 rd Layer of Counties Inland Metropolitan Counties (> 1 M) Urban Counties (> 125,000) Rural Counties (< 125,000)

16. Bame-Parker: AIRS 6/2/0916Bame-Parker: AIRS 6/2/0916 Strata by Location of 2-1-1 Callers, 8/1/05 – 12/31/05

17. Bame-Parker: AIRS 6/2/0917 Mean Volume per County of 2-1-1 Calls by Location Strata, 8/1/05 – 12/31/05 Metro Counties Urban Counties Rural Counties Gulf Counties 1 st Layer Inland Co 2nd Layer Inland Co

18. Bame-Parker: AIRS 6/2/0918 Total 2-1-1 Calls per County by Location Strata, 8/1/05 – 12/31/05

19. Bame-Parker: AIRS 6/2/0919 Increased threshold level of 2-1-1 call volume post Katrina-Rita. Increased threshold level of 2-1-1 call volume post Katrina-Rita. Thus, adjust staffing to new workload levels. Thus, adjust staffing to new workload levels. Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early recovery unmet needs. Thus, adjust staffing & volunteer support for extended period post-landfall. Thus, adjust staffing & volunteer support for extended period post-landfall. More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from Katrina. More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from Katrina. Thus, develop hot line and media streaming messages for evacuation updates. Thus, develop hot line and media streaming messages for evacuation updates. Increased threshold level of 2-1-1 call volume post Katrina-Rita. Increased threshold level of 2-1-1 call volume post Katrina-Rita. Thus, adjust staffing to new workload levels. Thus, adjust staffing to new workload levels. Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early Biggest 2-1-1 demand post landfall 1-2 weeks for short-term and early recovery unmet needs. Thus, adjust staffing & volunteer support for extended period post-landfall. Thus, adjust staffing & volunteer support for extended period post-landfall. More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from Katrina. More 2-1-1 calls for Rita than Katrina, with approximately 5 times more calls for preparedness and evacuation for Rita, given the scare of experiences from Katrina. Thus, develop hot line and media streaming messages for evacuation updates. Thus, develop hot line and media streaming messages for evacuation updates. SUMMARY & CONCLUSIONS: Analysis by Time SUMMARY & CONCLUSIONS: Analysis by Time

20. Bame-Parker: AIRS 6/2/0920 Almost 50% of Texas counties had 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. Almost 50% of Texas counties had 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period. 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period. Thus, roll-over call support for metropolitan & urban Thus, roll-over call support for metropolitan & urban 2-1-1 centers plus post-disaster volunteer and mobile staffing to the centers serving disaster & evacuation sites. Almost 50% of Texas counties had 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. Almost 50% of Texas counties had 125,000 population) each had ~ 500 or more calls during 5-month study period, 2005. 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period. 27.5% of Texas counties were high risk for hurricane disaster or as evacuation destination and accounted for for 91% of 2-1-1 calls during Fall, 2005. The 5 metropolitan counties accounted for 70% of calls during study period. Thus, roll-over call support for metropolitan & urban Thus, roll-over call support for metropolitan & urban 2-1-1 centers plus post-disaster volunteer and mobile staffing to the centers serving disaster & evacuation sites. SUMMARY & CONCLUSIONS: Analysis by Location SUMMARY & CONCLUSIONS: Analysis by Location

21. Bame-Parker: AIRS 6/2/0921 YEAR 2 (7/1/09 – 6/30/10): Unmet Katrina-Rita Caller Needs Code 2-1-1 callers needs & validate (e.g., housing/shelter, food/clothing, medical/mental health, financial, transportation, etc.) Analyze unmet needs by time & location Analyze special needs by time & location Analyze referral to FEMA, Red Cross, Salvation Army & other organizations by needs, time and location. YEAR 2 & 3 (7/1/09 – 6/30/11): 2-1-1 Disaster Management Role Assess I&R role in disaster planning, management & recovery. Investigate data collection protocols & framework for I&R disaster data management nation-wide. YEAR 2 (7/1/09 – 6/30/10): Unmet Katrina-Rita Caller Needs Code 2-1-1 callers needs & validate (e.g., housing/shelter, food/clothing, medical/mental health, financial, transportation, etc.) Analyze unmet needs by time & location Analyze special needs by time & location Analyze referral to FEMA, Red Cross, Salvation Army & other organizations by needs, time and location. YEAR 2 & 3 (7/1/09 – 6/30/11): 2-1-1 Disaster Management Role Assess I&R role in disaster planning, management & recovery. Investigate data collection protocols & framework for I&R disaster data management nation-wide. NEXT STEPS

22. Bame-Parker: AIRS 6/2/09 22 Questions? Thank You! Sherry Bame sbame@tamu.edu Kay Parker kparker@uwbv.org