Amy Sebring: On behalf of Avagene and myself, welcome to the EIIP Virtual Forum! Today we will be discussing the implications of the national 2-1-1 system as another tool for disaster public information. Amy Sebring: This session is particularly timely, in that we have learned that on September 17, there will be a press conference to introduce new legislation, "The Calling for 2-1-1 Act of 2003." Amy Sebring: This is non-partisan legislation to provide $200 million in federal funds to support implementation of the national system, and is co-sponsored by... Amy Sebring: Senators Elizabeth Dole and Hillary Clinton, and Representatives Anna Eshoo and Richard Burr. United Way Board Member George Clooney (yes, THE George Clooney) is scheduled to speak at the press conference. Amy Sebring: For further information and to access a form letter of local endorsement, visit the AIRS Website at: http://www.airs.org/news/news_news.asp Amy Sebring: Now, for the benefit of any first-timers, we will go over the order of business. We will begin today's session with a presentation, and then we will proceed to your questions. Amy Sebring: We will provide further instructions just before we begin the Q&A section, but you may wish to jot down your questions or comments as we go along. Amy Sebring: Please do not send private messages to our speakers or the moderator, as we will be busy with the presentation. Amy Sebring: The transcript of today's session will be available by this evening -- just check back on our home page. Amy Sebring: Now, I have the pleasure of introducing today's speaker, Burt Wallrich. Burt has many years of experience with coordinating the use of local Information and Referral (I&R) Services for disaster information ... Amy Sebring: and has written extensively on the concept of inclusive community preparedness networks and conducted trainings and workshops around the country, helping to build them in other areas. Amy Sebring: From January, 2001 to June, 2003, he was Coordinator of the effort to implement 2-1-1 dialing throughout California. He is now President of Emergency Network Builders LLC providing consulting services to emergency management agencies. Amy Sebring: Welcome Burt, and thank you for joining us today. I now turn the floor over to you to start us off please. Burt Wallrich: Good morning ... Burt Wallrich: The last EIIP forum focused on the Emergency Alert System. This week I will discuss another way to provide people with pre- and post-disaster information: 2-1-1. I will use the examples of New York and Connecticut following the 9/11 attacks ... Burt Wallrich: to show that 2-1-1 should be part of every community's emergency information plan. Beyond 2-1-1, there is a larger issue of building comprehensive community emergency preparedness networks that have access to especially vulnerable, hard-to-reach populations. Burt Wallrich: In 2000, the FCC set aside 2-1-1 as the uniform number for comprehensive community information and referral services (I&Rs) throughout the United States, parallel to 9-1-1 for life-threatening emergencies. Burt Wallrich: Dialing 2-1-1 links the caller to an organization that maintains a comprehensive database of government, nonprofit, and faith-based agencies in its defined area. To date, 2-1-1 has been implemented by 81 systems in 22 states. Burt Wallrich: 62 million Americans have access to 2-1-1 dialing now. By July, 2005, it is expected that most Americans will have 2-1-1 service. For more information on 2-1-1 implementation see http://www.211.org. Burt Wallrich: One immediate effect that has been noted is that wherever 2-1-1 has been implemented, there is a sharp drop in inappropriate calls to 9-1-1. 9- 1-1 system operators, who had been leery of 2-1-1 in the beginning, now widely support it. Burt Wallrich: In New York, after 9/11, there were an estimated 400 toll-free numbers that provided some type of post-disaster information to the public. Some were existing numbers of organizations like the American Red Cross. Burt Wallrich: Many were new numbers set up specifically for this incident, such as numbers for the many funds that were established to help victims' families. For the people who were seeking to get or to give help ... Burt Wallrich: the result of all these numbers was confusion and frustration. For some of the organizations the result was unseemly competition for public attention and dollars. It was also a situation ripe for exploitation by unscrupulous individuals. Burt Wallrich: Connecticut was also heavily impacted by the attacks because many of the people who work in lower Manhattan live in Connecticut. Because the United Way of Connecticut had implemented 2-1-1 dialing in 1998, the number was already well-known as a source of reliable information. Burt Wallrich: Although the Governor established a special number after 9/11, 866-CT-HELPS, and the media told people they could call either that special number or 2-1-1 to give or get help, it is estimated that 95% of these calls went to 2-1-1. Soon, calls to either number were handled by 2-1-1 staff. Burt Wallrich: 2-1-1 worked cooperatively with other information lines rather than competing with them. Since it was impossible to get through to the Connecticut Red Cross office phone lines in the days immediately following 9/11 ... Burt Wallrich: it was agreed that 2-1-1 would not make direct referrals to the Red Cross. Instead, the Red Cross provided 2-1-1 with information to share with callers. In effect, 2-1-1 served as an arm of the ARC. Burt Wallrich: Immediately following 9/11, 2-1-1 agreed with the State Department of Mental Health and Addiction Services to take referrals of the more serious cases involving victim's families. So it became a resource to that Department Burt Wallrich: Most important, the State EMA made sure that 2-1-1 had all the information about the event that people might otherwise have sought to obtain from 9-1-1. The implications of this for emergency managers and the directors of the I&R agencies are clear. Burt Wallrich: When 2-1-1 is implemented people will call it for disaster information. This means the 2-1-1 service provider must have accurate and up-to- date information to give the public. Burt Wallrich: This is too important to be left to chance. It has to be based on a developed relationship with EMA officials, established prior to the disaster, clearly defined, and exercised like all other parts of the emergency plan. Burt Wallrich: For their part, the I&Rs are prepared for this. Their national professional association has developed guidelines and training materials to help 2-1-1 services be effective partners with EMAs. See http://www.airs.org/pub/pub_dis_211.asp. Burt Wallrich: However, a problem with 2-1-1, as with all other disaster information systems, is that they do not reach some especially vulnerable populations including: Burt Wallrich: * people who don't access mainstream media perhaps because it isn't in their language Burt Wallrich: * people who avoid government agencies and personnel, such as undocumented residents, homeless people who are mentally ill, new immigrants from countries where the government is not trusted Burt Wallrich: * people who speak a language for which local government agency does not readily have interpreters (e.g., Quechua) Burt Wallrich: * people who may be overlooked in a first needs assessment, such as multiple families in one-family dwelling or people living in illegal conversions off the street. Burt Wallrich: The risks of not reaching these people include: * Unnecessary loss of life and injury if services don't reach them; * Diseases spreading from improvised camps to the rest of the community Burt Wallrich: * Civil disorder if people feel neglected or cut off from help; * Political pressure or even litigation brought to bear by advocates for these groups. Burt Wallrich: These people may avoid government but almost all of them are in contact with one or more human service or faith-based organizations. In Los Angeles, for example, Homeless Health Care Los Angeles has trusted access to hundreds of people on the street that government cannot reach. Burt Wallrich: It is critically important that these agencies be brought into a comprehensive community preparedness network where they can be trained and prepared to receive and pass on timely, accurate disaster warnings and post- disaster information. Burt Wallrich: The local I&R that is or will be the 2-1-1 service, has these organizations in its database. The I&R knows what they do, who they serve, and how to reach them. Thus, the I&R becomes a logical core element of the network. Burt Wallrich: Ideally, such a network includes the local affiliates of the national relief agencies (NVOAD members), CERT and/or the Volunteer Center that is implementing the local Citizen's Corps initiative, and these local nonprofit and faith-based organizations. Burt Wallrich: Most EMA directors have not traditionally thought of these local organizations as assets in their comprehensive plan, but they are. The EMA itself is usually an ex officio, non-voting member of the network, providing support, planning, and direction. Burt Wallrich: One model for a community preparedness network is Emergency Network Los Angeles, http://www.enla.org. Other information about community preparedness networks can be found on my web site http://www.emnetwork.us. Burt Wallrich: Like all advances in emergency management, working with 2-1-1 so that it becomes an integrated part of your emergency plan and the development of local preparedness networks of nonprofit and faith-based organizations means more work for EMA directors. Burt Wallrich: However, it also means the acquisition of valuable new resources that they cannot afford to overlook. That concludes this introductory overview, and I will turn the floor back over to Amy to start us off with your questions and comments. Amy Sebring: Thank you very much Burt. Our protocol for audience questions is to enter a question mark ? to indicate you wish to ask a question or make a comment. Amy Sebring: Then go ahead and compose your question or comment to have it ready, but do NOT hit your Enter key or click on the Send button until you are recognized by name. Please WAIT your turn. Amy Sebring: We will take questions in the order the question marks are sent to the screen. One question at at time please. If you have a follow up, please get back on line with a ? Amy Sebring: There is a system limitation on length of one entry, so if necessary, you may need to break your question into parts. We are ready to begin now. betty kukin: ? Amy Sebring: Betty, when you are ready please. Amy Sebring: Also, if you have experience with 2-1-1 and would like to share it with the group, put in a ? also. betty kukin: the appropriate calls to 9-11, what about 3-1-1 Burt Wallrich: 3-1-1 has only been implemented.... Patrick Kujawa: ? Burt Wallrich: in a limited number of cities. I don't know that there is a body of experience to generalize from about the impact of 2-1-1 on 3-1-1 and vice- versa.... Burt Wallrich: in a limited number of cities. I don't know that there is a body of experience to generalize from about the impact of 2-1-1 on 3-1-1 and vice- versa.... Burt Wallrich: In general, I think you can say that any call that might go to 3- 1-1 could be handled, with perhaps one extra step, by 2-1-1 but the reverse is not true. Jack Fox: Seems like the variety of X11 services will confuse people. What is being done to address this? Burt Wallrich: It doesn't seem to be that big a problem... Burt Wallrich: NENA was very afraid of this but as they have seen the impact of 2-1-1 on 9-1-1 they have become supporters... Burt Wallrich: In California, at least, all 2-1-1 literature carries the message that in an emergenccy call 9-1-1. Amy Sebring: Patrick is next please. Patrick Kujawa: 211 could save resources, but wouldn't a comprehensive call-out system be more effective for disaster notification? It might answer some of the problems of those who are afraid to utilize the 211 system. Burt Wallrich: I am not familiar with call-out systems. Is that where you have automatic calling of everyone in an area? Amy Sebring: Yes, I believe that is what Patrick is referring to ... Burt Wallrich: OK... Amy Sebring: you may want to distinguish between warning and public information systems? Patrick Kujawa: Yes. It would call an affected area only. Burt Wallrich: Confidentiality is one of the big features of 2-1-1. People will call it that might not call 9-1-1 with its identification of the caller. I don't see it as one or the other. Both would be good. Amy Sebring: More questions? Erin Dunbar: ? Amy Sebring: You can enter your question mark at any time. Amy Sebring: Erin next please. Micki Thompson: ? Erin Dunbar: Is there any literature on phone system emergency back up alternatives? I have heard battery backups do not last long. Craig Schmidle: ? Burt Wallrich: Marianne G., can you say something about that? Marianne Galleon: Yes Amy Sebring: go ahead please Marianne. karen hyatt: ? Isabel McCurdy: ? Marianne Galleon: Battery back-up lasts for about 15 to 30 minutes. Amy Sebring: Burt you wanted to add something to a previous response? Marianne Galleon: Ideally you would get additional back-up with a generator or other type of power that can last longer Burt Wallrich: I would like to follow up Patrick's ? further. The call out system isn't really relevant to the range of questions and needs people might have following a disaster. You can't answer a wide range of queries with one canned message. Amy Sebring: Micki is next please. Rick Tobin: ? Amy Sebring: (Thanks Marianne) Micki Thompson: Burt, what strategies would you recommend for 211 programs in connecting Micki Thompson: with local emergency management agencies Micki Thompson: and as a FLAIRS Board member what would you recommend Micki Thompson: us to put in our state wide 211 plan regarding emergency management Micki Thompson: ? Burt Wallrich: The 211 needs to find someone in the EMA that understands human service needs beyond first response.... Burt Wallrich: That is not as difficult now as it used to be.... Burt Wallrich: As for your statewide plan, I think incorporating the disaster standards from the national 211 plan should suffice.... Burt Wallrich: One more thing on working with your local EMA... Burt Wallrich: That is just what my new consulting practice is set up to help with. Contact me and we can talk [end of advertisement] Amy Sebring: Craig Schmidle next please. Craig Schmidle: You mentioned voad, 211,& ema partnerships. Please give ideas, details & examples. Burt Wallrich: Wow, that's pretty open ended.... Amy Sebring: One example may be illustrative perhaps Burt. Burt Wallrich: VOAD, of course, is the coalition of national relief agencies that has been around for several decades... Burt Wallrich: until recently, it was thought that the VOAD agencies had human service needs covered.... Bob Robinson: ? Burt Wallrich: but with changes in population patterns and big urban disasters that was shown to be not the case... Burt Wallrich: the local agencies are needed to reach the hardest-to-reaach populations, like undocumented immigrants, homeless mentally ill, etc. Amy Sebring: Karen next please. karen hyatt: How can we tie this back into national initiatives and 211? Is there something in the new legislation that will be affecting 211 and homeland security? Burt Wallrich: The bioterrorism act of 2002 permitted spending funds on 211, although it did not mandate that... Burt Wallrich: as 211 is implemented it clearly has a role to play in a comprehensive information plan for any major disaster... karen hyatt: Has anyone had success tapping the funds, in Iowa the funds are tied up and have been since day one through the department of public health Burt Wallrich: Terrorisim is the focus now, and the funding seems to have to be tied to it, but in fact, there is not that much difference between a major terrorist incident and a major natural disaster as far as information needs go. Amy Sebring: Rick next please. Burt Wallrich: To finish response to Karen: I don't know if anyone has had success. The potential is there. Rick Tobin: Hello, Burt. Has anyone investigated having the major carriers who use 411 for information to read a short message when they are used directing people to 911 for emergencies, or 211, or 311? I've heard from phone companies that lots of calls go to 411 in a big event when folks can't get 911. Burt Wallrich: Hi, Rick.... Burt Wallrich: I don't know if there has been any work on that. Amy Sebring: Bob Robison is next please. Bob Robinson: Hi Burt. where do you see the private sector Emergency Management folks fitting into this; specifically are any private sector groups such as DRII or DRJ involved? Burt Wallrich: Please spell out DRII and DRJ. Bob Robinson: Disaster Recovery Institue International and the Disaster Recovery Journal Burt Wallrich: Thanks... Burt Wallrich: I'm not sure and I don't want to wing it on something I haven't thought about and talked to other people about. Amy Sebring: We are at the end of queue, so if there are futher questions or comments, please input your ? Georgia Sales: ? SusanRichards: ? Amy Sebring: Burt, what typically is the impact on the I&R of implementing 2-1- 1... Amy Sebring: in terms of staff, resources needed, etc. Burt Wallrich: To Bob Robinson, can you contact me off-line with your thoughts, please. Isabel McCurdy: ? Burt Wallrich: Amy, in one sense 211 is just an existing information and referral service with a new number... Burt Wallrich: however, the much greater visibility of 211 creates a need for new resources as you suggest.... John Boyle: ? Burt Wallrich: it also creates the opportunity for new funding from public and private sources... Avagene Moore: ? Burt Wallrich: different 211 systems report very different impacts of implementing the new dialing code, from almost no increase in calls to a doubling.... Burt Wallrich: it depends a lot on how much it is publicized. But any increase calls for an increase in staff and other resources. Amy Sebring: Georgia next please. Georgia Sales: In reponse to Karen's question, Indiana has had very good success with obtaining bioterrorism funds through their state department of health. Talk to Lucinda Nord. Amy Sebring: Thanks Georgia, Susan next please. Amy Sebring: Not sure if susan is still with us, let's go onto Isabel please. Isabel McCurdy: Burt, will 2-11 Call Centres be staffed with volunteers? SusanRichards: In reponse to Karen's question also Wisconsin has had very good success with obtaining bioterrorism funds through the State SusanRichards: Department of Public Health. Contact Larry Olness, United Way Dane county Amy Sebring: (Thanks Susan.) Burt Wallrich: That is a decision for each center. Many information & referral agencies use vols; many do not. 211 doesn't change that. There is nothing in the 211 standards that requires or bans vols. Amy Sebring: John Boyle next please. John Boyle: Have any 2-1-1 centers figured out the cell phone dilemma? They will be used by many in a disaster. Burt Wallrich: No, that's still an open question. I think that 211 national would like to see that settled in regard to 911 first. Then see how that pattern applies to 211. Amy Sebring: Avagene next please. Avagene Moore: Burt, I attended the NEMA Conference this week and heard a short presentation on the 2-1-1 Act of 2003. In the handout, under use of funds, states "to ensure consistency and quality of service, recipients of grants must abide by National Standards for 2-1-1 Centers ..." Is there a Web site referencing these standards and anything people may wish to read to be more knowledgeable about this effort? Burt Wallrich: Yes, the AIRS website has those standards. www.211.org. [Is that the right reference Georgia, or should it be www.211.org?] Georgia Sales: ? Amy Sebring: Go ahead please Georgia. Burt Wallrich: Oops, I meant www.airs.org Georgia Sales: Avagene and Burt, the 211 Standards have been integrated into the Standards for Professional Information and Referral published by AIRS... Georgia Sales: They are on the AIRS Website at the address just posted by Burt. Amy Sebring: Thanks. More questions/comments? Avagene Moore: Thank you, Georgia and Burt. Amy Sebring: We have time for just a couple more. Amy Sebring: Burt, where is a good place to start to find your local I&R? United Way? Burt Wallrich: The local United Way should be able to direct you to a local I&R. In many places, it operates the I&R. .. Erin Dunbar: ? Burt Wallrich: They can be hard to find in the phone directory since they are independent orgs. and use different names. First Call for Help, Info Line, are two common names. Amy Sebring: Erin next please. Erin Dunbar: Earlier in the conversation, there was reference made to obtaining public and private funding - could anyone give examples of new funding sources (outside of Dept. of Health) they are receiving for 211? Amy Sebring: If anyone would like to respond to that, please go ahead and jump in now ... Burt Wallrich: In California, both the state effort and specific I&Rs have had success getting foundation grants... Burt Wallrich: based on the needs for 211 implementation. Some of the United Ways are putting up money. But it must be recognized that this is.... Micki Thompson: In response to Erin, we have received funds from our local law enforcement agencies being we are not in UW Avagene Moore: ? Burt Wallrich: an extraordinarily difficult funding climate right now. Amy Sebring: UW= Micki? Micki Thompson: United Way Amy Sebring: ah United Way Amy Sebring: right. Ava please. Avagene Moore: Just a comment. I picked up a nice UWA Public Policy Fact Sheet. For more info, the contact is Bridget Gavaghan, Director .... Avagene Moore: Public Policy and Partners, UWA, bridget.gavaghan@uwa.unitedway.org - may be a good contact for folks. Amy Sebring: yes, and if I may mention again the new legislation, which will no doubt require some active support. Amy Sebring: Ok, I think it is about time to wrap up ... Amy Sebring: Thank you very much Burt. Please stand by a moment while we make some quick announcements .... Amy Sebring: If you are not currently on our mailing list, and would like to get program announcements and notices of transcript availability, please see the Subscribe link on our home page. Amy Sebring: Again, the transcript will be posted later this afternoon and you will be able to access it from our home page. We have two new Partners to announce: Amy Sebring: Bay Star Communications, Inc., http://www.baystar.com , with Timothy Minter, Director, Research & Development, serving as the Point of Contact, and ... Amy Sebring: James Lee Witt Associates, LLC , http://www.wittassociates.com, Jenny Holt, Client Executive as Point of Contact. Amy Sebring: If your organization is interested in becoming an EIIP Partner, please see the Partnership link on our home page. Amy Sebring: Finally, I would like to take this opportunity to mark the anniversary of September 11, by suggesting it is an appropriate time for all of us to reflect and rededicate ourselves to the important work we do in serving the public... Amy Sebring: We at the EIIP understand the challenges that you face, and value the important contribution made by all of you in the emergency management community. Amy Sebring: Thanks to everyone for participating today. Our session is adjourned but before you go, please help me show our appreciation to Burt for a fine job. Burt Wallrich: Thank you all for your interest and participation. And thanks to the experts who helped when I didn't have the answers.