ICMA and the 311 Synergy Group just released a new FREE multimedia DVD toolkit, “Integrating 311 into Disaster Response & Recovery,” packed with articles, podcast interviews, webinars, and other resources, to show how local governments can make the best use of 311 systems in disaster response and recovery. This article is excerpted from one of the resources in the toolkit. Two experienced 311 managers shared their stories of the disasters that hit their communities and how their 311 call centers played a pivotal role in the aftermath. These eight tips are included in that article. 

1. Help staff prepare. During emergencies, it is likely that 311 staff will be asked to work longer hours and possibly even to remain at the center overnight. Keeping up the strength and morale of the representatives is crucial. Routine training and review of plans helps prepare them, as does offering support with preparing their families when they are away from home for extended periods. Finally, have a quiet room where staff can go and take a break when needed. Representatives should also be encouraged to have an emergency kit under their desk with some essentials, including a comfortable change of clothes, walking shoes, a blanket, towel, toothbrush, and some nonperishable snacks (hard candies are especially good during stressful situations).  If possible, have food catered and provide relief through breaks and time to communicate with their families.

2. Additional resources for call taking. Particularly for extended events, is there a plan to supplement staff? Coordinate with other departments not directly involved in recovery to assist in the call-taking and information dissemination functions. Can library or recreational staff be trained to assist in relieving call center staff? Is there a volunteer organization(s) that can provide resources?

3. Conduct a SWOT analysis. After any disaster or major incident, meet with the key departments and groups involved to find out what worked well and what didn’t. Use this information to improve operations, communications, and quality of information dispensed. This will help 311 centers to be better prepared for the next event—putting new processes in place if needed and updating information in the knowledgebase related to handling disasters, identifying shelter locations, documenting reported property damage, and tracking offers from volunteers, among other things. Likewise, conduct a debriefing session with call center staff after the worst of the event is over and elicit their feedback on how the operation went. Feedback from staff can provide insight on what they see as strengths and weaknesses in their own performance.

4. Work closely with the emergency operations center (EOC). Accurate and timely information is critical before, during, and post-incident. The call center needs to be included in yearly EOC exercises and have a specific role in the overall emergency operation plan for the community. Residents will rely on 311, so have multiple response plans in place. The call center becomes essential for public information and will need to be able to operate during events. Generators, back-up systems, and plans to evacuate should be in place and practiced on a routine basis.

5. Continue to build and maintain good working relationships. Develop relationships with other departments, local government agencies, and business partners before disaster strikes. Having such relationships can allow you to share resources, borrow equipment, cut costs, and coordinate efforts during and after a disaster. From a 311 perspective, this might be with other cities or local counties that have contact or 311 centers, 911 police and fire call centers, or 211-type call centers that offer social services and referrals. Put service agreements or memorandums of understanding in place if necessary. These relationships should be nurtured on an ongoing basis so they are available when needed.

6. Review and update information in the knowledgebase. Be sure to have current information in the knowledgebase regarding the types of questions that came up during or after disasters. Post-disaster, the needs of the public change from what is going on—where can I evacuate, find my loved ones, or report damage—to other less urgent but equally important requests such as how to handle insurance claims, reconstruction questions, and requests for financial assistance. Be sure to recap what comes up in this area and have answers to those types of questions on hand during the recovery period. Also be sure to update any phone number or contact lists periodically—numbers for agencies or services most requested, such as the Red Cross, shelters, animal services, and social services for food, clothing, or medical assistance. Also, keep hard copies of your contact lists and other important information in case computers go down or 311 staff need to relocate.

7. Coordinate post-event information. Information sharing between internal departments, EOC, and outside agencies is critical. Periodic or even daily briefings to update respective agencies are essential so call center staff have accurate information as circumstances change.

8. Conduct background research to help with future preparations. Research is always helpful. As with this toolkit, the idea is to learn from information shared by others who have been there, and to use that information to make all the preparations you can to help your 311 group successfully navigate a crisis.

More than 30 agency and local government representatives from around the country contributed to this project. Technical advice and support for the “Integrating 311 into Disaster Response & Recovery” project toolkit were provided by the U.S. Department of Justice’s Office of Community Oriented Policing (http://www.cops.usdoj.gov). Financial support was provided by the Alfred P. Sloan Foundation.