1. Charmaine Caccioppi, President Louisiana Association of United Ways 2-1-1 Solutions in Disaster and Increasing Impact

2. Public-Private Partnership

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

4. Coordinated disaster information Food Clothing Shelter locations Special needs housing Volunteer management Evacuation routes Transportation assistance Crisis counseling Prescription assistance Missing persons Post disaster assistance (i.e. childcare, food stamp apps) Rebuilding assistance Louisiana 2-1-1 can offer access to:

5. Louisiana 2-1-1 Information and Referral Statewide Louisiana System www.louisiana211.org

6. Past Model (Pre-Katrina) 2-1-1 Information & Referral System Multiple 2-1-1 Organizations StateLUW 6 separate regional call centers No statewide coordinated disaster plan 6 separate resource databases Limited statewide coordination Limited 24/7 coverage No direct access to 2-1-1 for wireless callers

7. Expanded United Way/AIRS 2-1-1 Information & Referral System 136,098 Calls Answered in August and September 2005

8. 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 South

9. United Way partners with Louisiana Artist George Rodrigue. 2-1-1 Recognized as Critical Statewide System

10. Current Information & Referral System Model (Post–Katrina) LAUW State LUW Coordinating Council 2-1-1 Provider

11. How does LA 2-1-1 work? Six (6) integrated regional 2-1-1 providers serve all 64 parishes Calls answered by trained specialists and volunteers Statewide coordinated disaster plans Maintains centralized disaster resource database Representative seated at the GOHSEP JIC 24/7 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

12. What 2-1-1 Needs? Trigger from State for full activation Timely updates, resources and shelter information from State Accurate and specific scripting information from DSS Trigger from GOHSEP to report to JIC SOP from ARC for shelter and missing persons operations Increased Capacity of Stand-by Volunteers

13. Before Hurricanes Gustav and Ike… 6 integrated call centers Statewide coordinated disaster plans Centralized disaster info/resource database interface Consistent standards and protocols 24/7 coverage Direct access to 2-1-1 for wireless callers

14. 24/7/365 support from Cisco certified engineers System-wide redundancy in case of disaster all major phone system hardware/software exists in two mirrored sites across the country Highly scalable; can take virtually unlimited calls during call spikes May add a large number of agents very quickly with minimal technology requirements a phone and fast access to the Internet May instantaneously alter how calls come in and who answers them Complete Voice Over Internet Protocol (VOIP) Phone System

15. Disaster-related 2-1-1 Software Designed 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 wildfires Web-based, simple interface Instantly communicates (and coordinates) urgent updates and scripted information from governmental entities Provides up-to-the-minute disaster-related information

16. “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 couldn’t thank us enough.” Hurricanes Gustav and Ike 140,455 Calls Answered (8/28 - 9/28/08)

17. Overflowing Calls During Hurricanes Gustav and Ike Smoothstone VOIP Los Angeles San Diego San Francisco Shreveport Monroe Lake Charles Lafayette New OrleansBaton Rouge California 2-1-1 Louisiana 2-1-1

18. 140,455 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.

19. Benefits for DHH Scalable Response No need to set up or take down a call center Clinical staff will not handle community resource identification or referrals Public health emergency can be addressed locally, regionally, statewide or nationally as needed Real time reports to identify trends and strategically address gaps in services

20. Benefits for General Public Easy to remember number available 24/7 Can have both clinical and resource information needs met with one call Caller can access service in any language Service is available to deaf and hearing impaired population Access to clinical information via telephone keeping “worried well” out of the emergency room

21. Overflowing Calls During Pandemic Influenza Outbreak Smoothstone VOIP Los Angeles San Diego San Francisco ShreveportMonroe Lake Charles Lafayette New Orleans Baton Rouge California 2-1-1 Louisiana 2-1-1 Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Region 7 Region 8 Region 9 OPH Regional Offices

22. SHELTERING DECISION TREE Categories/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 A GENERAL SHELTER REFER TO THE DHH 1-800# FOR TRIAGE & APPROPRIATE PLACEMENT URGENT – 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

23. Future Plans 54 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 Drill Train & exercise in partnership with DHH & 2-1-1

24. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2000-2001232-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.

25. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2004–2005 DSS 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.

26. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2005Hurricanes Katrina/Rita response: 2-1-1 first made available on cell phones National I&R specialists called and deployed to help in LA 2006Louisiana 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.

27. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2008LAUW 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 system first use of common disaster database assistance from San Diego, California

28. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2009H1N1 Response/DHH funding. 2009American Red Cross Hurricane Recovery Program awards LAUW in partnership with LSU Health Sciences Center, Dept. of Psychiatry a Mental Health grant to provide critical services for LA’s 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.

29. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2009February 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.

30. LAUW/LA 2-1-1 ACCOMPLISHMENTS 2011United 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; Centerpoint’s accreditation process underway.

31. 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 on state income tax returns.

32. “Get A Game Plan” LAUW 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.

33. Suicide Prevention Support Program In 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.

34. “It’s OK to talk about it”... We want people to know that “It’s 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 intervention campaign to educate residents on the tragic issue of suicide, how to identify the warning signs, and how to seek help.

35. “It’s OK to talk about it”... Individuals needing non-emergency assistance can call 2-1-1 to connect to counseling, support or just information…and it’s 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)

36. “It’s 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.

37. The Suicide Prevention Support Program has over 20 community agencies and businesses acting as partners: 22nd Judicial District Court Florida Parishes Human Services Authority Greenbrier, Healthcare Alliance Lakeview Regional Medical Center Louisiana Heart Hospital & Medical Center Mental Health Association of St. Tammany/Sunshine House (MHAST) National Alliance on Mental Illness (NAMI) Northshore Community Foundation Ochsner Health Center St. Tammany Community Health Center St. Tammany East Chamber St. Tammany Parish Communications District #1 St. Tammany Parish Coroner’s Office St. Tammany Parish Fire District #1 St. Tammany Parish Hospital St. Tammany Parish Sheriff’s Office Slidell Memorial Hospital St. Tammany Outreach for the Prevention of Suicide (STOPS) United Way VIALINK 2-1-1 Volunteers of America

38. LAUW/LA 2-1-1 Partners LAUW/LA- 2-1-1 continue to enhance 2-1-1’s ability to partner with state and local government: Louisiana Department of Children & Family Services (DCFS) Louisiana Department of Health and Hospitals (DHH) Governor’s Office of Homeland Security & Emergency Preparedness (GOHSEP) Louisiana Department of Transportation and Development (DOTD)

39. LAUW/LA 2-1-1 Partners Partnered with DOTD to apply for a grant with the Federal Transportation Authority for LA 2-1-1 to become the "One-Call, One-Click Center" to provide access to transportation resources especially for veterans, active military and their families and at risk seniors.

40. www.launitedway.org or www.louisiana211.org For further information please visit

41. THANK YOU