Washington 211 is a crucial partner in local and state disaster response and recovery efforts. As an emergency information hub, it provides an easy-to-remember number for disaster-related resources, rumor control, and public health advisories.
211: A Vital Resource During Crises and Disasters
Washington 211 offers a reliable resource during times of crisis or disaster. Here’s how it helps:
- Non-Emergency Information: Provides updates on disaster status, evacuation routes, road closures, and shelter locations.
- Community Coordination: Manages community donations and offers information on area reoccupations.
- Alleviating 911 Overload: Reduces the load on 911 systems by handling non-emergency calls, which can surge above the typical15-20% of all calls during disasters.
- Disaster Recovery: Offers information and referrals to long-term assistance organizations and FEMA assistance.
- Washington Emergency Management Plan: Acts as a central contact point for emergency responders, volunteers, and donors during wildfires, landslides, severe weather, public health advisories, and man-made catastrophes.
WA 211's Response to COVID-19
In response to the COVID-19 pandemic, Washington 211 has played a pivotal role in supporting public health efforts:
COVID-19 Hotline: Handled calls related to vaccine appointments, contact tracing, vaccine record verification, and general inquiries. {VIDEO}
High Call Volumes: Managed an average of 2,000 calls per day, peaking at over 10,000, highlighting the need for accurate phone assistance and addressing technological inequities.
Comprehensive Support: Provided information on virus exposure, symptoms, testing, business closures, and protection measures, receiving over 450,000 calls by September 2021. {Need to update numbers/year}
- Support for Aging and Long-Term Care Facilities: Partnered with the Washington State Department of Social and Health Services to route callers to over 700 licensed facilities.
- Flexible and Expanded Services: Upgraded call routing for remote work, expanded service hours to 6 a.m. to 6 p.m., and improved call handling capabilities.
- Technological Enhancements: Integrated texting service, plus added a temporary chatbot, and increased incoming call ports to manage higher volumes.
- Addressing Inequities: Helped individuals without mobile devices, internet access, or tech skills schedule vaccine appointments.
Other Emergency Responses
Aurora Bridge Collision (September 2015):
King County 211 responded to a tragic collision, expanding hours to 24/7 to assist friends and family members of victims. An international contact number was established, and procedures were developed with local health and emergency management.
