211 Call Center

During state declared emergencies, the Governor may direct the activation of the 2-1-1 Emergency Call Center to enable citizens throughout Arizona to use 3 digit dialing (2-1-1) to reach a live operator or hear updates about an unfolding disaster. The information is posted at www.az211.gov.

The 2-1-1 Emergency Call Center is located at Papago Park Military Reservation at 5636 E. McDowell Road.  There are other two alternate
2-1-1 Emergency Call Center facilities at other agencies that can be activated if needed.

In order to ensure that the 2-1-1 Emergency Call Center can be quickly activated and staffed in a relatively short time, state employees have been identified to be redirected from their normal duties and temporarily reassigned to the Call Center (A.R.S 26-303.E.2.)

Volunteer agencies can and will support the call center, however it takes considerable time and effort to coordinate their services.

The call center is an extension of ADEM’s public inquiry function. Public inquiry is a function of the Policy Section and is tasked with assisting with the formulation and issuance of timely and accurate releasable information about SEOC operations to the public.

The 211 call center was activated from June 19 to June 25 for the Brins Fire in Oak Creek Canyon near Sedona, Arizona. The following statistics reflect the level of intensity during the 7 days of operation.

Brins Fire activation by the numbers:

Contact totals
37,789 – AZ211.gov visits
13,626 - Incoming phone calls
11,999 - Listen to recorded messages
897 - Live Agent responses English
22 - Live Agent responses Spanish

Call volume
246 – Highest call volume (June 21st 7am-7pm) # operators on shift this period 7am-1pm/4, 
Noon-6pm/6, 5pm-11pm/4
40 – Lowest call volume (June 25th, 7am-2pm) # operators on shift this period 7am-1pm/4, 
Noon-2pm/4, call center closed at 2pm
24 -  Operator stations in the call center
10 -  Highest number of stations staffed at one time (6/24 7am-1pm)
2 -  Lowest number of stations staffed at one time (6/24 5pm-11pm)

Operator statistics
85 – Total number of operators used
61 – Pre-trained operators (pre-fire classes in May and June)
11 – Pre-trained operators who worked the Brins fire call center
74 – Operators receiving “just in time” training

Government employee operators
22 – Operators who are government employees
15 – DES employees who worked as operators
2 - GITA employees who worked as operators
1 – each Federal, AZDHS, DOH, Maricopa County, and City of Pphoenix employees who worked as an operator

CONTACT
For additional information regarding AZ211, contact the Public Information Officer for assistance.