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2-1-1 Texas Connecting People and Services

2-1-1 Texas Connecting People and Services. 2-1-1Texas Information & Referral Network . 2-1-1 Authority

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2-1-1 Texas Connecting People and Services

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  1. 2-1-1 Texas Connecting People and Services 2-1-1Texas Information & Referral Network

  2. 2-1-1 Authority The HHSC Texas Information and Referral Network is authorized pursuant to the 77th Legislature's HCR 109 and Texas State Government Code §531.0312 (HB 2596 75th Legislature) to establish and maintain a statewide 2-1-1 network. Texas Public Utilities Commission amended rule 26.127 in April 2001, assigning HHSC responsibility for implementing 2-1-1 in Texas 2-1-1 Texas Information & Referral Network

  3. 2-1-1 Texas Information & Referral Network Regions Dallam Sherman Hansford Ochiltree Lipscomb North Central Texas Fort Worth Region* Hartley Moore Hutchinson Roberts Hemphill North Texas Region North Central Texas Dallas Region* Oldham Potter Carson Gray Wheeler Panhandle Region* Deaf Smith Randall Armstrong Donley Collingsworth Parmer Castro Swisher Briscoe Hall Childress Texoma Region* Hardeman Cottle Motley Wilbarger Bailey Lamb Hale Floyd Wichita North East Texas Region Foard South Plains Region* Clay Montague Lamar Cooke Grayson King Baylor Red River Lubbock Crosby Dickens Archer Cochran Hockley Knox Fannin Bowie West Central Texas Region Delta Jack Titus Wise Denton Franklin Morris Collin Garza Kent Haskell Young Terry Lynn Stonewall Yoakum Hopkins Hunt Cass Throckmorton Concho Valley Region Camp Rockwall Rains Marion Wood Parker Tarrant Dallas Palo Pinto Borden Scurry Dawson Fisher Jones Shackelford Upshur Gaines Kaufman Stephens Permian Basin Region* Van Zandt Harrison Gregg East Texas Region Hood Johnson Smith Nolan Ellis Eastland Howard Martin Mitchell Taylor Callahan Andrews Erath Somervell Henderson Panola Rusk Navarro Hill Cherokee Comanche Bosque Sterling Anderson Shelby Coke Winkler Midland Loving Runnels El Paso Ector Glasscock Heart of Texas Region Coleman Brown Nacogdoches Hamilton Freestone McLennan Limestone Ward Mills San Hudspeth Culberson Crane Tom Augustine Coryell Upton Reagan Central Texas Region* Concho Reeves Houston Irion Green Leon Angelina Sabine Falls McCulloch Lampasas San Saba Trinity Deep East Texas Bell Robertson Jasper Madison Rio Grande Region* Newton Schleicher Menard Region Tyler Pecos Burnet Milam Polk Walker Crockett Mason Jeff Davis Llano Brazos San Williamson Bryan/ College Station* Grimes Jacinto Sutton Burleson Kimble Gillespie Travis Hardin Lee Montgomery South Central Texas Region* Blanco Terrell Washington Orange Bastrop Liberty Kerr Hays Waller Presidio Edwards Austin Brewster Kendall Jefferson Val Verde Fayette Gulf Coast Region* Harris Caldwell Chambers Real Comal Bandera Colorado Guadalupe Fort Bend Gonzales Alamo Region* Bexar Southeast Texas Region* Lavaca Uvalde Medina Kinney Galveston Wharton Brazoria Wilson De Witt Jackson Karnes Middle Rio Grande Region Atascosa Zavala Frio Maverick Matagorda Victoria Golden Crescent Region Goliad Calhoun Dimmit Bee McMullen Live La Salle Refugio Oak Aransas San Patricio Jim Coastal Bend Region Wells Webb Nueces Duval South Texas Region Kleberg Jim Brooks - - Zapata Hogg Kenedy Starr Willacy Tip of Texas Region* Hidalgo Cameron

  4. Governor Perry’s Homeland Security Strategy • Disaster and Emergency Management Support

  5. Evacuation Information Shelter Information Special Health Care Needs Missing Persons Federal, State, Local Assistance Reassurance and Rumor Control Types of Calls Handled During Hurricanes Katrina & Rita

  6. June 2005 70,136 July 2005 74,378 August 2005 88,848 September 2005 267,855 73% Increase Daily Average before Storms 2,500 Daily Average in September 10,000 Number of Calls Handled

  7. Executive Order (RP57) issued by Governor Rick Perry on March 21, 2006 “The Governor’s Division of Emergency Management shall develop and implement a statewide database to assist in the evacuation of the special needs population, with coastal jurisdictions as a priority.” TransportationAssistance Registry

  8. Governor’s Task Force Identified Need for Registry Multi-Agency Committee Necessary to have Neutral Entity for Data Maintenance Simple, Direct Database Quality Control of Data Establishment of protocol for receipt of data Building Relationships with Local Emergency Management Creating the Transportation Registry

  9. Flow of Data Transportation Assistance Registry (TAR) UT Center for Space Research Local Jurisdictions 2-1-1 Texas

  10. Phase I – Assigned the Registry Phase II – Defined plan with cutoff at H-72 Phase III – Local Emergency Management response Phase IV – First try ( Hurricane Dean) Phase IV – Regroup, Revise, Build Relationships Phase V – Local EMCs call themselves 2-1-1 Phase VI – Hurricane Season 2008 (Dolly, Eduard, & Ike) Current – Still tweaking 2-1-1 & the Governor’s Division of Emergency Management

  11. Data Quality Control Correct spelling of names, addresses Faxed entries from home health, dialysis, hospice, etc. Transportation Registry Data Entry Training DR skill group 2-1-1 Texas Information & Referral Network Warm Centers

  12. Questions that individuals may ask How will my information be used? Who is going to call me? How will I know if I will be picked up? How long is the registry active? Do I need to call to update my information? Can I register for someone else (mother or other elderly/disabled friend/relative)? Transportation Registry Data Entry Training

  13. Probing for further information Specialists don’t read definitions of the levels Do they take medications – what type & why prescribed Ask if they need help walking, bathing, driving, etc. If they indicate they need help, ask if they need a nurse to administer medication We may also ask if they are well enough to ride a bus for 8-14 hours (amount of time it may take to evacuate) Make liberal use of the “Notes” section to give EM an idea of a person’s overall level of functioning Transportation Registry Data Entry Training

  14. Hurricane Dolly – and this isn’t all of them! FAXED Registration Forms

  15. Coastal Bend/Corpus Christi Area Billboard Houston Area Billboard Publicity Examples

  16. Emergency management isn’t “geared” toward this type of registry Don’t understand how/why people register Need to learn effective means of outreach to get more people registered Think 2-1-1 Texas “owns” the data & manages it Training for Emergency Managers

  17. How will you use the registry? How will you publicize the registry? Remember to account for increased call volume Will individuals need to re-register How will database address the re-registrations? Will individuals call 2-1-1 with changes? Who will be “data custodians” for the area where the registry will be active? Will receive data from the registry as well as updates Challenges when Starting

  18. Are individuals expected to fill out additional survey items after they register? Local communities need to have mechanisms for thorough follow-up with each registrant to determine additional needs. Will individuals be notified that their information is in the registry or that it needs to be updated annually? Will they receive a letter? Postcard? Phone call? Additional Survey? How soon will notification go out? People will ask when they register, so be prepared with this answer. More Challenges to Consider

  19. Is there special outreach for senior centers, adult day centers, home health care providers, etc.? These centers often have high populations of people who need transportation assistance during an emergency. Houston’s 2-1-1 sends a form that the center fills out & then faxes back. May want to consider a proactive mail-out to help with this process. Are there special handling procedures for those entities who are required by licensing standards to have an evacuation transportation plan? In Texas these entities should be excluded from the database. EM may be willing to go out to conduct transportation assessments with these entities to help them with planning. Have phone numbers prepared of licensing entities and EM offices for referrals when these agencies call to register their clients/patients. More Challenges to Consider

  20. 24/7 365 days a year Multilingual staff National AIRS accredited agencies Professionally certified staff Comprehensive regional databases Community presence Statewide coordination with local control Continuous quality improvement process with data validation Robust system that is scalable Behind the Current System

  21. Deborah Ballard M.S., CIRS Program Liaison HHSC/2-1-1 Texas I&R Network 512-483-5111 Deborah.ballard@hhsc.state.tx.us & Sandra Ray, M.S., CIRS Manager, Information & Referral Services United Way of Greater Houston 713-685-2469 sray@unitedwayhouston.org Contact Information

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