laura zink marx executive director, nj 2-1-1 partnership
DESCRIPTION
CRM Disaster Recovery: Lessons Learned from Superstorm Sandy. Laura Zink Marx Executive Director, NJ 2-1-1 Partnership. NJ 2-1-1 Role in a Disaster. NJ 2-1-1 is a statewide system utilizing the three digit dialing code 2-1-1, available 24/7, 365 days a year, free and confidential. - PowerPoint PPT PresentationTRANSCRIPT
Laura Zink MarxExecutive Director, NJ 2-1-1 Partnership
CRM Disaster Recovery:Lessons Learned from Superstorm Sandy
NJ 2-1-1 Role in a Disaster
• NJ 2-1-1 is a statewide system utilizing the three digit dialing code 2-1-1, available 24/7, 365 days a year, free and confidential.
• NJ 2-1-1 consists of one call center and 58 staff
• Headquartered in Whippany, New Jersey
• NJ 2-1-1 disaster services include:• Public Information Portal for Response and
Recovery Information and Services • Addictions Hotline• UVIS: Uniform Victim Identification System
Challenges: Handling Call Surge
• Needed secure, cloud software capable of handling tens of thousands of calls during major disasters without interruption
• Needed ability to quickly add staff and outsource calls to partners during periods of high volume
• Needed automated messages to relay critical information to callers
Handling Call Surge
Must Haves
– Ability to transfer calls to back-up locations, crisis centers and to contact 9-1-1
– Ability to stay “live” as the state’s suspicious reporting tips line comes through the 2-1-1 portal
– Expandability: add licenses for new agents within hours
– To be positioned as “the” portal of disaster information & services for the public, even if we did not physically answer the calls
How We Met Our Goals
Percentage or Timer Routing
Work at Home, Off Site
Flexibility of AA & IVR
Supporting Technologies
• Five9 Cloud Contact Center Software
• Premise Based (redundancy): Telecom (IP Office), Referral and Resource House Installed on our servers, hard copies
• Phone App: Resource House
• Communication Delivery: T-1s and FIOS that have back up capability
• Utilities: Our Achilles Heal (no back-up generator)
Results
• Answered over 100,000 calls since Sandy hit the Jersey shore, while resuming normal operations within 10 days
• Stayed operational throughout the hurricane and in the following weeks
• Offered operational options for the state & FEMA to drive information to callers and to set realistic expectations
• We handled the big question – call surge
• Proved the NJ 2-1-1 is a vital tool in disaster response and recovery, plans in place to include NJ 2-1-1 in the state emergency operations plan
moving forward.
