SUPPORTED BY 211’s Role and Function in Emergencies and Non Emergencies
Jan 11, 2016
SUPPORTED BY
211’s Role and Function in
Emergencies and Non Emergencies
What is 211?
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• 211 is an easy to remember telephone number that helps people find the right community and social services in their community
• Calls to 211 are answered live by trained information and referral specialists 24/7/365
• The service is available in 150 languages
• Also available by relay service for the hearing impaired and by email
N11 System in Canada
211 – public information & referral services
311 - non-emergency municipal government services
411 - directory assistance
511 - weather, traffic & travel information
611 - telephone company repair service
711 - message relay for telephone devices for the deaf
811 - non-urgent health care telephone triage services
911 - emergency services
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Components of 211 Service Delivery
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Public Inquiry Online Directories Caller Needs
211Ontario.ca
Online Directories
Informationniagara.com
SUPPORTED BY
How 211 can help during and following an incident or Emergency
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During and Following an Incident
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Public Inquiry Online Directories Caller Needs
211 Services Role During Emergency
Public Information
• Field calls from the public regarding non-emergencyinformation such as: Evacuation information Location of shelters Road closures & traffic detours
• Central access point to register volunteers & donations of goods
• Rumour control by monitoring social media and posting facts or notices to call 211 or visit specific websites
• Help reduce non-emergency calls to 911 and other municipal and government lines
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211 public inquiry role withinthe communications structure
Inquiring public
Emergency Responders& Other Agencies
211 Links with
Municipal or Provincial
Emergency Management Coordination
211 Links with
Municipal or Provincial
Emergency Management Coordination
211receives
authoritative information
from Emergency Information
Officer
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211 Services During Emergency
Online Directories
• Continually update disaster database with information & services emerging
• Make database available to other organizations in the community
• Maintain a continual information exchange with EIO to ensure only authoritative information is disseminated
• Collect customized details about people who want to volunteer & donations of goods & make available in real-time to emergency management personnel
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211 Services During Emergency
Caller Needs
• Provide real-time reports to EIO to support emergency response
• Aggregates useful information for government, funders, planners, agencies, researchers and policy makers
• Tracks changing service needs, unmet needs, service gaps and trends
• After Action Reports with aggregated data to support information needs of municipalities and other levels of government
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SUPPORTED BY
Free confidential live answer Information Niagara/Central South OntarioCall 211 or visitwww.211ontario.ca
Questions?