Transcript lauw/la 2-1-1 accomplishments

2-1-1 Solutions in Disaster
and Increasing Impact
Charmaine Caccioppi, President
Louisiana Association of United Ways
Public-Private Partnership
What is 2-1-1?
• 3-digit, easy to remember telephone number
• Provides access to a statewide infrastructure that
disseminates critical information
• Instantaneously directs callers to services most
appropriate for their needs
• Coordinated by the Louisiana Association of United Ways
Louisiana 2-1-1 can offer access to:
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Coordinated disaster information
Food
Clothing
Shelter locations
Special needs housing
Volunteer management
Evacuation routes
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Transportation assistance
Crisis counseling
Prescription assistance
Missing persons
Post disaster assistance
(i.e. childcare, food stamp apps)
• Rebuilding assistance
Louisiana 2-1-1 Information and Referral
Statewide Louisiana System
www.louisiana211.org
Past Model (Pre-Katrina) 2-1-1 Information & Referral
System
• 6 separate regional call centers
• No statewide coordinated
disaster plan
• 6 separate resource databases
• Limited statewide coordination
• Limited 24/7 coverage
• No direct access to 2-1-1 for
wireless callers
LUW
LUW
LUW
State
LUW
LUW
Multiple
2-1-1
Organizations
LUW
Expanded United Way/AIRS 2-1-1 Information &
Referral System
136,098 Calls Answered in August and September 2005
2-1-1 continues to be effective
“It was one of the few bright
spots of that period.”
George Penick, President
Foundation for the Mid South
2-1-1 Recognized as Critical Statewide System
United Way partners with Louisiana Artist George Rodrigue.
Current Information & Referral System Model
(Post–Katrina)
State
LUW
2-1-1
Provider
LUW
2-1-1
Provider
LUW
LAUW
LUW
Coordinating
Council
2-1-1
Provider
2-1-1
Provider
LUW
2-1-1
Provider
LUW
2-1-1
Provider
How does LA 2-1-1 work?
• Six (6) integrated regional 2-1-1 providers serve all 64 parishes
• Calls answered by trained specialists and volunteers
• Statewide coordinated disaster plans
• Maintains centralized disaster resource database
• Representative seated at the GOHSEP JIC
• 24/7 coverage with ability to overflow to other 2-1-1 providers
nationally and internationally (i.e. Canada 2-1-1)
• Multilingual services
• Services to hearing impaired
What 2-1-1 Needs?
• Trigger from State for full activation
• Timely updates, resources and shelter information from State
• Accurate and specific scripting information from DSS
• Trigger from GOHSEP to report to JIC
• SOP from ARC for shelter and missing persons operations
• Increased Capacity of Stand-by Volunteers
Before Hurricanes Gustav and Ike…
• 6 integrated call centers
• Statewide coordinated disaster plans
• Centralized disaster info/resource database interface
• Consistent standards and protocols
• 24/7 coverage
• Direct access to 2-1-1 for wireless callers
Complete Voice Over Internet Protocol (VOIP) Phone
System
• 24/7/365 support from Cisco certified engineers
• System-wide redundancy in case of disaster
• all major phone system hardware/software exists in two
mirrored sites across the country
• Highly scalable; can take virtually unlimited calls during call spikes
• May add a large number of agents very quickly with minimal
technology requirements
• a phone and fast access to the Internet
• May instantaneously alter how calls come in and who answers them
Disaster-related 2-1-1 Software
• Designed by the United Way Worldwide/Alliance of Information and
Referral Systems (AIRS) 2-1-1 Disaster Response Team
• Implemented in 2007 by Pangea Foundation in response to 2007
San Diego wildfires
• Web-based, simple interface
• Instantly communicates (and coordinates) urgent updates and
scripted information from governmental entities
• Provides up-to-the-minute disaster-related information
Hurricanes Gustav and Ike
140,455 Calls Answered (8/28 - 9/28/08)
Why They Called
Power/Phone
3%
Return Home
3%
Shelters
9%
“Her electricity had not yet been restored to
her home and she was running low on
food. To make matters worse, her roof had
been damaged and there was extensive
water damage to her home,” said a 2-1-1
volunteer. “We were able to find a shelter
close to her home, arrange transportation
for her and her children, and got her
registered with FEMA for financial
reimbursement. She couldn’t thank us
enough.”
Financial
Assistance
22%
Food
20%
Other [Debris
removal, Blue
Tarps, Clothing,
Personal Items,
Supplies]
43%
Overflowing Calls During Hurricanes Gustav and Ike
Los Angeles
San Diego
Smoothstone VOIP
San Francisco
Shreveport
Monroe
Lake Charles
Lafayette
Baton Rouge
California 2-1-1
Louisiana 2-1-1
New Orleans
140,455 Total Calls Answered (8/28 - 9/28/08)
Hurricanes Gustav and Ike *Call Data as of September 28, 2008
35,000
30,000
25,000
20,000
15,000
10,000
5,000
0
8/28-9/3
9/4-9/10
9/11-9/17
9/19-9/24
9/25-9/28
Shreveport
Monroe
15,510
29,272
15,075
9,629
2,792
12,729
1,955
0
0
0
New
Orleans
1,438
0
0
0
0
Lake
Charles
759
4,301
2,301
2,488
374
Baton
Rouge
8,593
16,069
5,527
2,740
749
Lafayette
California
18,237
10,927
4,786
2,056
881
2,553
7,306
1,199
129
0
To ensure that calls were answered most effectively, as of 8/30 calls from Monroe and New Orleans went through the Shreveport phone system.
Benefits for DHH
• Scalable Response
• No need to set up or take down a call center
• Clinical staff will not handle community resource identification or
referrals
• Public health emergency can be addressed locally, regionally,
statewide or nationally as needed
• Real time reports to identify trends and strategically address
gaps in services
Benefits for General Public
• Easy to remember number available 24/7
• Can have both clinical and resource information needs met with
one call
• Caller can access service in any language
• Service is available to deaf and hearing impaired population
• Access to clinical information via telephone keeping “worried well”
out of the emergency room
Overflowing Calls During Pandemic Influenza
Outbreak
Region 1
Los Angeles
Region 2
Smoothstone VOIP
San Diego
San Francisco
Region 3
Region 4
Region 5
Shreveport
Monroe
Region 6
Lake Charles
Lafayette
California 2-1-1
Louisiana 2-1-1
OPH Regional Offices
Baton Rouge
New Orleans
Region 7
Region 8
Region 9
SHELTERING DECISION TREE
Categories/Levels of Care
URGENT – If person in need is electrically dependent child, this should be sent IMMEDIATELY to the TRIAGE LINE.
LEVEL 0
Persons who have no medical needs, but require
transportation assistance for evacuation.
LEVEL 1
Persons that may require “personal care service” for
routine behaviors (eating, walking, toileting, children
under 18 without adult supervision, etc.) [but with no
emergent medical conditions]
LEVEL 2
Persons with disabilities such as blind, hearing
impaired, amputation, deaf or blind [but with no other
emergent medical conditions].
LEVEL 3
Persons requiring assistance with
medical care administration, monitoring
by a nurse, dependent on equipment,
assistance with medications, and
mental health disorders.
LEVEL 4
May require urgent medical support;
stabilized.
LEVEL 5
Acutely ill; requires hospital admission.
REFER TO A
GENERAL
SHELTER
REFER TO THE
DHH 1-800#
FOR TRIAGE &
APPROPRIATE
PLACEMENT
LIFE THREATENING CONDITIONS AND MEDICAL EMERGENCIES – CALL 9-1-1
Future Plans
54 Smoothstone phones purchased
• Minimum Use: 10 phones turned on (1 per region and 1 at the
DHH EOC)
• Dissemination of remaining inventory of phones to the regions
(5-6 per region)
• All-Hazards Approach
Statewide Triage Drill
Train & exercise in partnership with DHH & 2-1-1
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2000-2001
232-HELP was the 4th in the nation and first in the state to
become a 2-1-1 information and referral service; VIALINK
was 2nd in the state for 2-1-1 authorization with service
activated in 2001.
2002-2004
2-1-1 authorization from PSC received and public launching
for Baton Rouge Crisis Intervention Center, Centerpoint in
Shreveport, 310 INFO - Lake Charles and First Call for Help
– Monroe.
2002-2004
LAUW, LANO and Brannon & Associates with 2-1-1 partners
work together for state funding for a statewide 2-1-1 system.
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2004–2005
DSS initially funded the individual 2-1-1 centers for a total of
$750,000.
2004 Related to the funding, parish assignments per region changed
for comprehensive statewide coverage.
2005 United Way of America and MidSouth Delta Initiative
agreement/funding to “lay groundwork for comprehensive 2-1-1
services in the MidSouth Delta region.
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2005 Hurricanes Katrina/Rita response:
• 2-1-1 first made available on cell phones
• National I&R specialists called and deployed to help in LA
2006 Louisiana 2-1-1 Coordinating Council began in coordination with
LAUW.
2006 Louisiana Association of United Ways sign MOUs for funding
designations to LA 2-1-1.
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2008 LAUW joined Governor Bobby Jindal and GOHSEP to kick off
“Get a Game Plan” campaign and LA 2-1-1 assigned as the
“go-to” phone number and is featured prominently on the
evacuation guides each Hurricane Season.
2008 Hurricanes Gustav/Ike response –
• first use of common phone system by some of the LA 2-1-1
system
• first use of common disaster database
• assistance from San Diego, California
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2009 H1N1 Response/DHH funding.
2009 American Red Cross Hurricane Recovery Program awards
LAUW in partnership with LSU Health Sciences Center, Dept.
of Psychiatry a Mental Health grant to provide critical services
for LA’s most vulnerable citizens, strengthen a statewide
network of 2-1-1 Crisis Management & Informational Referral
Services and replicate best practices in health and human
services delivery.
2009 LAUW presented formal testimony before U.S. Senate Subcommittee on behalf of 2-1-1 service and the Calling for 2-1-1
Act.
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2009 February 2011: Federal Earmark Grant received and used for
disaster readiness.
2010 BP oil spill response.
2010 United Way of NE LA 2-1-1 accredited nationally.
2011 LA GOHSEP activated LA 2-1-1 system to respond to
Mississippi River flooding.
LAUW/LA 2-1-1 ACCOMPLISHMENTS
2011 United Way of Southeast Louisiana kick-off St. Tammany
Parish Suicide Hotline .
2011 All six 2-1-1 providers in the state began uniformly identifying
on phones as “Louisiana 2-1-1”.
2011 Uniform funding application for United Way adopted.
2012 VIA LINK, Baton Rouge Crisis Center, United Way Northeast
LA, 310-INFO, and 232-HELP 2-1-1 providers nationally
accredited; Centerpoint’s accreditation process underway.
Public Policy & Advocacy Success!
2012 Legislative Session
On April 26, 2012, Governor Bobby Jindal
signed into law Senate Bill 221, authored
by Senator John Alario, which provides
for donations of tax refunds to the
Louisiana Association of United Ways/
LA 2-1-1 through a check-off box on
state income tax returns.
“Get A Game Plan”
LAUW joined Governor Bobby Jindal and GOHSEP to kick off “Get a
Game Plan” campaign. LA 2-1-1 is assigned as the “go-to” phone
number and is featured prominently on the evacuation guides each
Hurricane Season.
Suicide Prevention Support Program
In 2010, St. Tammany Parish Government, in partnership with United
Way, began working to end the suicide epidemic that is plaguing the
parish, by creating the St. Tammany Suicide Prevention Support
Program, an unprecedented community-wide partnership..
In 2011 alone, 34 parish residents were lost to suicide – one of the
highest rates in Louisiana.
There were another 543 reported attempts.
“It’s OK to talk about it”...
We want people to know that “It’s OK to talk about it”...a phrase that
has become the centerpiece of our awareness campaign.
• Provide residents counseling services and mental health care
structured access to assistance and follow-up support.
• Assist law enforcement at the scene of mental health crisis
situations to provide counseling and psychiatric care.
• Maintain a community awareness and intervention
campaign to educate residents on the tragic issue of
suicide, how to identify the warning signs, and
how to seek help.
“It’s OK to talk about it”...
Individuals needing non-emergency assistance can call 2-1-1 to
connect to counseling, support or just information…and it’s available
24/7, free of charge.
Local 2-1-1 has multi-lingual trained crisis intervention and suicide
prevention specialists. (In an emergency, always call 9-1-1)
“It’s OK to talk about it”...
• From August 1, 2011 to December 31, 2011, law enforcement
activated the Crisis Response Team 143 times.
• From January 1, 2012 through March 31, 2012, the team was
activated 144 times.
• Of these 287 total activations, there have been NO repeat suicide
attempts or completions.
• From May 26, 2011 to December 31, 2011, the Community Health
Center provided 807 behavioral health patient visits at reduced or
no cost.
• From January 1, 2012 to March 26, 2012, the center provided 648
behavior health visits.
The Suicide Prevention Support Program has over 20
community agencies and businesses acting as
partners:
22nd Judicial District Court
Florida Parishes Human Services Authority
Greenbrier,
Healthcare Alliance
Lakeview Regional Medical Center
Louisiana Heart Hospital & Medical Center
Mental Health Association of
St. Tammany/Sunshine House (MHAST)
National Alliance on Mental Illness (NAMI)
Northshore Community Foundation
Ochsner Health Center
St. Tammany Community Health Center
St. Tammany East Chamber
St. Tammany Parish Communications
District #1
St. Tammany Parish Coroner’s Office
St. Tammany Parish Fire District #1
St. Tammany Parish Hospital
St. Tammany Parish Sheriff’s Office
Slidell Memorial Hospital
St. Tammany Outreach for the
Prevention of Suicide (STOPS)
United Way
VIALINK 2-1-1
Volunteers of America
LAUW/LA 2-1-1 Partners
LAUW/LA- 2-1-1 continue to enhance 2-1-1’s ability to partner with
state and local government:
• Louisiana Department of Children & Family Services (DCFS)
• Louisiana Department of Health and Hospitals (DHH)
• Governor’s Office of Homeland Security & Emergency
Preparedness (GOHSEP)
• Louisiana Department of Transportation and Development
(DOTD)
LAUW/LA 2-1-1 Partners
Partnered with DOTD to apply for a grant with the Federal Transportation
Authority for LA 2-1-1 to become the
"One-Call, One-Click Center"
to provide access to transportation resources especially for veterans,
active military and their families and at risk seniors.
For further information please visit
www.launitedway.org
or
www.louisiana211.org
THANK YOU