I spoke with Tanya Barrett, Senior Vice President of 211CT, on November 15.

She explained that the 211 system is an NGO/government alliance to efficiently and effectively manage information and referrals, in 96% of the states. Many are operated by the United Way, as is the case in CT. To clarify, they don’t provide services, they are a central information gatherer, referer and information manager.

211CT is a 40 year old organization. In addition to managing information, the organization seeks out information, and analyzes the requests for information to better understand needs.

211CT was first used as a “disaster recovery” call center after 9/11.

Since many of the victims’ families lived in CT, they geared up quickly to manage information, control rumors, and inform callers where they could go for information, social services, etc. They also handled overflow from the New York call center.

The requests for information came in from around the world. Consider that this was the first time the internet facilitated global requests for information in real time, creating more demand for information about the disaster in addition to services for the victims.

Since then, 211CT is routinely used by Homeland Security, FEMA, and even the FBI (e.g., Sandy Hook shooting) to manage communications during “disaster recovery.”

To prepare, they perform drills for scenarios like nuclear power plant accidents, weather disasters, school shootings, which are reviewed by FEMA.

Since the 211 database includes all participating states’ information, it may be accessed by any state’s call center to handle overflow calls or online requests, especially when the home state availability limited due to power and internet outages. 211CT is routinely used for overflow during disasters, e.g., Houston, Florida, and Puerto Rico/Virgin Islands.

The 211 system has invested in generators, back up systems, tech for remote access to assure that anyone seeking information will receive it quickly.

The database includes government agencies, NGOs and for profit services. These services are not necessarily free, but should be offered at a sliding scale or cost reduced. The most frequent request during these emergencies is for housing.

I asked if they get many calls regarding recovering identity during emergencies. She said no. However, in general, the most common identity related information requests are about how to get a birth certificate.