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Charmaine Caccioppi, PresidentLouisiana Association of United Ways

2-1-1 Solutions in Disasterand Increasing Impact1Public-Private Partnership

2What is 2-1-1? 3-digit, easy to remember telephone number Provides access to a statewide infrastructure that disseminates critical informationInstantaneously directs callers to services most appropriate for their needsCoordinated by the Louisiana Association of United Ways

Coordinated disaster information FoodClothingShelter locationsSpecial needs housingVolunteer management Evacuation routes

Transportation assistanceCrisis counseling Prescription assistance Missing personsPost disaster assistance(i.e. childcare, food stamp apps)Rebuilding assistance

Louisiana 2-1-1 can offer access to:

Louisiana 2-1-1 Information and ReferralStatewide Louisiana Systemwww.louisiana211.org

Past Model (Pre-Katrina) 2-1-1 Information & Referral System

6 separate regional call centersNo statewide coordinated disaster plan6 separate resource databasesLimited statewide coordinationLimited 24/7 coverageNo direct access to 2-1-1 for wireless callers6Expanded 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 South8

United Way partners with Louisiana Artist George Rodrigue.2-1-1 Recognized as Critical Statewide System9Current Information & Referral System Model (PostKatrina)LAUWStateLUWLUWLUWLUWLUWLUWCoordinating Council2-1-1 Provider2-1-1 Provider2-1-1 Provider2-1-1 Provider2-1-1 Provider2-1-1 Provider How does LA 2-1-1 work?Six (6) integrated regional 2-1-1 providers serve all 64 parishesCalls answered by trained specialists and volunteersStatewide coordinated disaster plansMaintains centralized disaster resource databaseRepresentative seated at the GOHSEP JIC24/7 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 activationTimely updates, resources and shelter information from StateAccurate and specific scripting information from DSS Trigger from GOHSEP to report to JIC SOP from ARC for shelter and missing persons operationsIncreased Capacity of Stand-by VolunteersBefore Hurricanes Gustav and Ike6 integrated call centersStatewide coordinated disaster plansCentralized disaster info/resource database interfaceConsistent standards and protocols24/7 coverageDirect access to 2-1-1 for wireless callers

24/7/365 support from Cisco certified engineersSystem-wide redundancy in case of disasterall major phone system hardware/software exists in two mirrored sites across the countryHighly scalable; can take virtually unlimited calls during call spikesMay add a large number of agents very quickly with minimal technology requirementsa phone and fast access to the InternetMay instantaneously alter how calls come in and who answers themComplete Voice Over Internet Protocol (VOIP) Phone System

Disaster-related 2-1-1 SoftwareDesigned 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 wildfiresWeb-based, simple interfaceInstantly communicates (and coordinates) urgent updates and scripted information from governmental entities Provides up-to-the-minute disaster-related information

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 couldnt thank us enough.

Hurricanes Gustav and Ike140,455 Calls Answered (8/28 - 9/28/08) 16Overflowing Calls During Hurricanes Gustav and IkeSmoothstone VOIPLos AngelesSan DiegoSan FranciscoShreveportMonroeLake CharlesLafayetteNew OrleansBaton RougeCalifornia 2-1-1Louisiana 2-1-1140,455 Total Calls Answered (8/28 - 9/28/08)Hurricanes Gustav and Ike *Call Data as of September 28, 2008

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 DHHScalable ResponseNo need to set up or take down a call centerClinical staff will not handle community resource identification or referralsPublic health emergency can be addressed locally, regionally, statewide or nationally as neededReal time reports to identify trends and strategically address gaps in servicesBenefits for General PublicEasy to remember number available 24/7 Can have both clinical and resource information needs met with one callCaller can access service in any languageService is available to deaf and hearing impaired population Access to clinical information via telephone keeping worried well out of the emergency roomOverflowing Calls During Pandemic Influenza OutbreakSmoothstone VOIPLos AngelesSan DiegoSan FranciscoShreveportMonroeLake CharlesLafayetteNew OrleansBaton RougeCalifornia 2-1-1Louisiana 2-1-1Region 1Region 2Region 3Region 4Region 5Region 6Region 7Region 8Region 9OPH Regional Offices21SHELTERING DECISION TREECategories/Levels of Care

LEVEL 0Persons who have no medical needs, but require transportation assistance for evacuation.

LEVEL 1Persons 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 2Persons with disabilities such as blind, hearing impaired, amputation, deaf or blind [but with no other emergent medical conditions].LEVEL 3Persons requiring assistance with medical care administration, monitoring by a nurse, dependent on equipment, assistance with medications, and mental health disorders.

LEVEL 4May require urgent medical support; stabilized.

LEVEL 5Acutely ill; requires hospital admission.REFER TO AGENERALSHELTERREFER TO THEDHH 1-800#FOR TRIAGE &APPROPRIATEPLACEMENTURGENT If person in need is electrically dependent child, this should be sent IMMEDIATELY to the TRIAGE LINE.LIFE THREATENING CONDITIONS AND MEDICAL EMERGENCIES CALL 9-1-1

Future Plans54 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 DrillTrain & exercise in partnership with DHH & 2-1-1

LAUW/LA 2-1-1 ACCOMPLISHMENTS2000-2001232-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.

2002-20042-1-1 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.

2002-2004LAUW, 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 ACCOMPLISHMENTS20042005DSS initially funded the individual 2-1-1 centers for a total of $750,000.

2004Related to the funding, parish assignments per region changed for comprehensive statewide coverage.

2005United 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 ACCOMPLISHMENTS2005Hurricanes Katrina/Rita response: 2-1-1 first made available on cell phonesNational I&R specialists called and deployed to help in LA

Louisiana 2-1-1 Coordinating Council began in coordination with LAUW.

2006Louisiana Association of United Ways sign MOUs for funding designations to LA 2-1-1.

LAUW/LA 2-1-1 ACCOMPLISHMENTSLAUW 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.

2008Hurricanes Gustav/Ike response first use of common phone system by some of the LA 2-1-1 systemfirst use of common disaster databaseassistance from San Diego, California

LAUW/LA 2-1-1 ACCOMPLISHMENTSH1N1 Response/DHH funding.

2009American Red Cross Hurricane Recovery Program awardsLAUW in partnership with LSU Health Sciences Center, Dept. of Psychiatry a Mental Health grant to provide critical services for LAs 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.

2009LAUW presented formal testimony before U.S. Senate Sub-committee on behalf of 2-1-1 service and the Calling for 2-1-1 Act.

LAUW/LA 2-1-1 ACCOMPLISHMENTS2009February 2011: Federal Earmark Grant received and used for disaster readiness.

2010BP oil spill response.

2010United Way of NE LA 2-1-1 accredited nationally.

2011LA GOHSEP activated LA 2-1-1 system to respond to Mississippi River flooding.

LAUW/LA 2-1-1 ACCOMPLISHMENTS2011United Way of Southeast Louisiana kick-off St. Tammany Parish Suicide Hotline .

2011All six 2-1-1 providers in the state began uniformly identifying on phones as Louisiana 2-1-1.

2011Uniform funding application for United Way adopted.

2012VIA LINK, Baton Rouge Crisis Center, United Way Northeast LA, 310-INFO, and 232-HELP 2-1-1 providers nationally accredited; Centerpoints 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 onstate income tax returns.

Get A Game PlanLAUW 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 ProgramIn 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.

Its OK to talk about it...We want people to know that Its 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 interventioncampaign to educate residents on the tragic issue of suicide, how to identify the warning signs, and how to seek help.

Its OK to talk about it...Individuals needing non-emergency assistance can call 2-1-1 to connect to counseling, support or just informationand its 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)

Its 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 CourtFlorida Parishes Human Services AuthorityGreenbrier,Healthcare AllianceLakeview Regional Medical CenterLouisiana Heart Hospital & Medical CenterMental Health Association of St. Tammany/Sunshine House (MHAST)National Alliance on Mental Illness (NAMI)Northshore Community FoundationOchsner Health CenterSt. Tammany Community Health CenterSt. Tammany East Chamber

St. Tammany Parish Communications District #1St. Tammany Parish Coroners OfficeSt. Tammany Parish Fire District #1St. Tammany Parish HospitalSt. Tammany Parish Sheriffs OfficeSlidell Memorial HospitalSt. Tammany Outreach for the Prevention of Suicide (STOPS)United WayVIALINK 2-1-1Volunteers of America

LAUW/LA 2-1-1 PartnersLAUW/LA- 2-1-1 continue to enhance 2-1-1s ability to partner with state and local government:Louisiana Department of Children & Family Services (DCFS)Louisiana Department of Health and Hospitals (DHH)Governors Office of Homeland Security & Emergency Preparedness (GOHSEP)Louisiana Department of Transportation and Development (DOTD)LAUW/LA 2-1-1 PartnersPartnered with DOTD to apply for a grant with the Federal Transportation Authority for LA 2-1-1 to becomethe

"One-Call, One-Click Center"

to provide access to transportation resources especially for veterans, active military and their families and at risk seniors.

www.launitedway.orgorwww.louisiana211.org

For further information please visitTHANK YOU