What is 211? - Central Sierra Connect

What is 211?
•  A repository of community resources
and public programs accessed via
phone or internet
•  An easy to remember phone number
that connects people to essential
community information and services
What is 211?
•  Plays a critical role in providing
information to a community or region
in times of disaster, from response
through recovery
•  Can be utilized for ‘disaster services
only’ to help the public and relieve
the 911 call volume
211 California Vision
All Californians have access to
current community, health and
disaster information 24-hours a
day through a free, easy to
remember telephone number
211 California Mission
Support and represent a statewide
network of independent, individual
211 providers in delivering a high
quality coordinated system of
information and referral services,
available to people throughout
California
CA 211 Partners & Funders
Partners
•  United Ways of California
•  CA Alliance of I&R Services (CAIRS)
Funders
•  United Way, through dues
•  Kaiser Permanente
•  CA Endowment
History
•  FCC’s decision in 2000 to
designate the 2-1-1 phone number
•  In 2003, the CPUC adopted rules
of implementation for California
History
•  Adoption of 211 services in
California is now at 30 counties and
over 93% of the state’s population
•  In September 2011, the CPUC
approved “211 CA” to provide 211
services to counties that do not have
comprehensive 211 services
211 in Times of Disaster
Prior to any disaster:
•  Commitment is gained from all
counties in the CSC region to support
‘211 Disaster Response Service’ via
a regional application to CA 211
•  CA 211 then approves and forwards
the application to the CPUC for
their approval
211 in Times of Disaster
Prior to any disaster:
•  Standard Information is uploaded by
template from each jurisdiction in the
region to the 211 database
•  Real-time data is also collected during
an emergency incident
•  Telecom switches are pre-programmed
so that the 2-1-1 number works and is
ready to be answered by a live person
211 in Times of Disaster
During a disaster:
•  211 provides up-to-date information
to the public, 24/7 during the event
•  211 can also be utilized in the
recovery process to help the public
with their questions about where to
go for specific services
211 in Times of Disaster
The difference between 211 & 911…
•  911 is for life-threatening situations
•  211 alleviates misuse of 911 calls
for non-emergencies
•  211 provides critical info about
evacuation routes, food and shelter
and recovery services
Associated Costs
•  Associated with
programming of telecom switches
•  CSC region committed to working
with telecom companies to get these
fees waived or significantly reduced
Associated Costs
•  Costs associated with using 211
services during a disaster are
typically reimbursable through the
state and/or FEMA in a ‘declared
emergency’
Associated Costs
•  The 211 CA Board has approved a
Disaster Reserve of $25,000 to cover
the cost of providing 211 service in
circumstances were the costs cannot
be reimbursed by municipalities
•  Funding by foundations, like PG&E,
may also be available to support the
211 CA disaster response system
Next Steps
•  The CSC Region to decide as a
collaborative whether it wishes to
apply for 211 Disaster Response
Services
•  If so, obtain letters of support from
the 5 County Boards of Supervisors
and the 5 OES Coordinators
Next Steps
•  Complete a CSC Regional CPUC
application and submit it
•  Engage telecom agencies for their
support
Next Steps
•  Upon CPUC approval, activate
telecom switch programming
•  Each county completes emergency
contact templates for the 211
database and keeps it current
Next Steps
•  Conduct exercises prior to activating
the 211 system for a real world event
Questions
Comments
Concerns
Contact Information
Lilian Coral
877.355.2604
Director, 211 CA
lcoral@211california.org
Kathleen Haff
209.595.9297
CSC Public Services Coordinator
haff.enterprises@gmail.com