For six days volunteers at United Way of the Bay Area’s 2-1-1 call center in San Francisco responded to hundreds of Hurricane Gustav overflow helpline calls that were made to 2-1-1 Louisiana. Calls for help surged as evacuees returned home, many with no power, food or water.
“I took a call from a middle-aged man who had nothing left, nowhere to go,” said Jay Wilkes, Director of Crisis Preparedness. “He returned to New Orleans and he was teetering on the brink. His voice had no ‘oomph’ to it.”
According to Jay, one of the dozens of United Way staff members answering phones, the caller had stayed in a shelter for a couple of days before news began to circulate that residents were being allowed to return to their homes.
“The house he was in was uninhabitable,” Jay said. “It had been severely damaged and there was no power. He was out of money, didn’t know who to call, didn’t have a place to stay, and had no food or water. He was alone.”
Not only did Jay help him find shelter, food, and water, but just as importantly, he was a voice on the other end of the line, able to let the caller know that he was not alone.
Although this disaster was a hurricane in the Gulf Coast, the Bay Area knows the many dangers we face here. During the next local disaster, calls will surge at our 2-1-1 Bay Area call centers as well. Thankfully, Bay Area volunteers stepped up to help not only during Gustav but also with future disasters.
As part of FedEx Cares, FedEx’s annual volunteer week, employees were trained to answer 2-1-1 calls during times of crisis. When the next disaster—an earthquake or a fire—strikes the Bay Area these volunteers will be able to help residents in need.
“When a local 2-1-1 experiences a significant surge in calls during and after a disaster, other 2-1-1s beyond the disaster zone are ready to handle the overflow,” United Way CEO Anne Wilson said. “It is nice to know that our 2-1-1 partners around the country will be ready to help us, just as we helped those in the Gulf Region.”
