In this tip sheet, two 311 managers share stories of how their 311 call centers played a pivotal role in the aftermath of the disasters that hit their communities. In Riverside, California, wildfires destroyed more than 1,600 homes and caused a six-hour blackout. In Hampton Roads, Hurricane Isabel left thousands of fallen trees, three destroyed neighborhoods, and an entire city without electricity. Having learned from these disasters, the authors of this report share eight suggestions to help local government 311 contact centers prepare for emergencies, including preparing staff, coordinating with other departments and agencies, and maintaining current information.

This document is part of the Integrating 311 into Disaster Response & Recovery toolkit, featuring resources for communities wanting to make the best use of their 311 system before, during and after an emergency or disaster.