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2-1-1 Texas Connecting People and Services 2-1-1Texas Information & Referral Network 2-1-1 Texas Information & Referral Network * * * 2-1-1 Authority The HHSC Texas Information and Referral Network is authorized pursuant to the 77th Legislature's HCR 109 and Texas State Government Code §531.0312 (HB 2596 75th Legislature) to establish and maintain a statewide 2-1-1 network. Texas Public Utilities Commission amended rule 26.127 in April 2001, assigning HHSC responsibility for implementing 21-1 in Texas 2-1-1 Texas Information & Referral Network Regions Dallam Sherman Hansford Ochiltree Lipscomb Hartley Moore Hutchinson Roberts Hemphill Oldham Potter Carson Gray Wheeler Deaf Smith Randall Armstrong Donley North Central Texas Fort Worth Region* North Texas Region Panhandle Region* Parmer Castro Swisher Briscoe North Central Texas Dallas Region* Collingsworth Hall Texoma Region* Childress Hardeman Bailey Lamb Hale Cottle Motley Floyd Wilbarger North East Texas Region Wichita Foard South Plains Region* Clay Cochran Hockley Lubbock Crosby Dickens Yoakum Terry Lynn Garza Kent King Baylor Knox Montague Archer Cooke Lamar Grayson West Central Texas Region Bowie Haskell Jack Young Wise Denton Collin Hopkins Hunt Throckmorton Franklin Delta Stonewall Concho Valley Region Titus Cass Camp Rockwall Gaines Permian Basin Region* Dawson Borden Scurry Fisher Martin Howard Mitchell Nolan Jones Shackelford Taylor Callahan Parker Palo Pinto Tarrant Andrews Loving El Paso Winkler Ector Midland Sterling Coke Glasscock Coleman Wood Van Zandt Erath Gregg Somervell Crane Reeves Tom Green Reagan Irion Cherokee Bosque Anderson Shelby Limestone San Augustine Coryell Concho McCulloch Houston Leon Falls Lampasas San Saba Schleicher Pecos Mason Sutton Burnet Milam Llano Williamson Terrell Val Verde Bastrop Hays Real Fayette Caldwell Comal Bandera Uvalde Chambers Jefferson Fort Bend Gonzales Bexar Kinney Harris Deep East Texas Region South Central Texas Region* Gulf Coast Region* Colorado Guadalupe Alamo Region* Orange Liberty Austin Kendall Central Texas Region* Bryan/ College Station* Hardin Montgomery Washington Kerr Edwards Brewster Lee Tyler San Jacinto Grimes Burleson Travis Blanco Polk Walker Brazos Kimble Gillespie Presidio Sabine Madison Menard Crockett Jeff Davis Robertson Jasper Rio Grande Region* Angelina Trinity Bell Heart of Texas Region Nacogdoches Freestone McLennan East Texas Region Panola Rusk Navarro Hill Mills Upton Harrison Henderson Brown Ward Marion Smith Ellis Hamilton Culberson Upshur Kaufman Johnson Eastland Comanche Runnels Rains Dallas Stephens Hood Hudspeth Red River Fannin Lavaca Medina Galveston Wharton Southeast Texas Region* Brazoria Wilson De Witt Middle Rio Grande Region Maverick Zavala Frio Atascosa Jackson Karnes Matagorda Victoria Goliad Dimmit La Salle McMullen Live Oak Refugio San Patricio Jim Wells Webb Duval South Texas Region - - Nueces Kleberg Zapata Jim Hogg Brooks Kenedy Starr Tip of Texas Region* Golden Crescent Region Calhoun Bee Willacy Hidalgo Cameron Aransas Coastal Bend Region Governor Perry’s Homeland Security Strategy Disaster and Emergency Management Support Types of Calls Handled During Hurricanes Katrina & Rita * Evacuation Information * Shelter Information * Special Health Care Needs * Missing Persons * Federal, State, Local Assistance * Reassurance and Rumor Control Number of Calls Handled * * * * June 2005 70,136 July 2005 74,378 August 2005 88,848 September 2005 267,855 – 73% Increase – Daily Average before Storms – Daily Average in September 2,500 10,000 Transportation Assistance Registry * Executive Order (RP57) issued by Governor Rick Perry on March 21, 2006 * “The Governor’s Division of Emergency Management shall develop and implement a statewide database to assist in the evacuation of the special needs population, with coastal jurisdictions as a priority.” Creating the Transportation Registry * * * * * * * Governor’s Task Force Identified Need for Registry Multi-Agency Committee Necessary to have Neutral Entity for Data Maintenance Simple, Direct Database Quality Control of Data Establishment of protocol for receipt of data Building Relationships with Local Emergency Management Transportation Assistance Registry (TAR) Flow of Data 2-1-1 Texas UT Center for Space Research Local Jurisdictions 2-1-1 & the Governor’s Division of Emergency Management * * * * * * * * Phase I – Assigned the Registry Phase II – Defined plan with cutoff at H-72 Phase III – Local Emergency Management response Phase IV – First try ( Hurricane Dean) Phase IV – Regroup, Revise, Build Relationships Phase V – Local EMCs call themselves 2-1-1 Phase VI – Hurricane Season 2008 (Dolly, Eduard, & Ike) Current – Still tweaking 2-1-1 Texas Information & Referral Network Warm Centers * Data Quality Control – Correct spelling of names, addresses – Faxed entries from home health, dialysis, hospice, etc. * * Transportation Registry Data Entry Training DR skill group Transportation Registry Data Entry Training * Questions that individuals may ask – – – – – – How will my information be used? Who is going to call me? How will I know if I will be picked up? How long is the registry active? Do I need to call to update my information? Can I register for someone else (mother or other elderly/disabled friend/relative)? Transportation Registry Data Entry Training * Probing for further information – – – – Specialists don’t read definitions of the levels Do they take medications – what type & why prescribed Ask if they need help walking, bathing, driving, etc. If they indicate they need help, ask if they need a nurse to administer medication – We may also ask if they are well enough to ride a bus for 8-14 hours (amount of time it may take to evacuate) * Make liberal use of the “Notes” section to give EM an idea of a person’s overall level of functioning FAXED Registration Forms * Hurricane Dolly – and this isn’t all of them! Publicity Examples * Coastal Bend/Corpus Christi Area Billboard * Houston Area Billboard Training for Emergency Managers * * * * Emergency management isn’t “geared” toward this type of registry Don’t understand how/why people register Need to learn effective means of outreach to get more people registered Think 2-1-1 Texas “owns” the data & manages it Challenges when Starting * * How will you use the registry? How will you publicize the registry? – Remember to account for increased call volume * Will individuals need to re-register – How will database address the re-registrations? * * Will individuals call 2-1-1 with changes? Who will be “data custodians” for the area where the registry will be active? – Will receive data from the registry as well as updates More Challenges to Consider * Are individuals expected to fill out additional survey items after they register? – Local communities need to have mechanisms for thorough follow-up with each registrant to determine additional needs. * Will individuals be notified that their information is in the registry or that it needs to be updated annually? – Will they receive a letter? Postcard? Phone call? Additional Survey? – How soon will notification go out? People will ask when they register, so be prepared with this answer. More Challenges to Consider * Is there special outreach for senior centers, adult day centers, home health care providers, etc.? – These centers often have high populations of people who need transportation assistance during an emergency. – Houston’s 2-1-1 sends a form that the center fills out & then faxes back. May want to consider a proactive mail-out to help with this process. * Are there special handling procedures for those entities who are required by licensing standards to have an evacuation transportation plan? – In Texas these entities should be excluded from the database. – EM may be willing to go out to conduct transportation assessments with these entities to help them with planning. – Have phone numbers prepared of licensing entities and EM offices for referrals when these agencies call to register their clients/patients. Behind the Current System * 24/7 365 days a year * Multilingual staff * National AIRS * * accredited agencies Professionally certified staff Comprehensive regional databases * Community presence * Statewide coordination * * with local control Continuous quality improvement process with data validation Robust system that is scalable Contact Information Deborah Ballard M.S., CIRS Program Liaison HHSC/2-1-1 Texas I&R Network 512-483-5111 [email protected] & Sandra Ray, M.S., CIRS Manager, Information & Referral Services United Way of Greater Houston 713-685-2469 [email protected]