https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
    • IWCE’s Video Showcase
    • IWCE 2022 Winter Showcase
    • IWCE 2023 Pre-event Guide
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookie Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
    • IWCE 2023 Pre-event Guide
    • IWCE 2022 Winter Showcase
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Terms of Service
    • Privacy Statement
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

Cloud-based call-center platform helps N.J. agency deal with Superstorm Sandy

Cloud-based call-center platform helps N.J. agency deal with Superstorm Sandy

  • Written by Urgent Communications Administrator
  • 19th September 2018

It seems safe to state that nearly everyone in the U.S. is familiar with 911, the nation's emergency-calling system. It is likely that many, if not most, Americans also are familiar with 311, which is the number they dial to connect with government entities, usually to report problems such as potholes and abandoned cars.

But it is equally likely that a great many Americans are unaware of 211. This is the number designated by the FCC for health-and-human-services-related calls, according to Laura Zink Marx, the director of operations for New Jersey 211. She added that the system is available across 90% of the country — including Puerto Rico and the Virgin Islands — and last year handled roughly 17 million calls nationwide. Marx's agency, which is headquartered in Whippany, N.J., provides 211 service around the clock with its two call centers and 58 staffers.

It was an important leap forward when the FCC created 211, because it relieved 911 telecommunicators from the burden of non-emergency calls, according to Marx.

"In some urban areas, up to 60% of the calls can be non-emergency, such as people looking for transportation to a doctor's appointment," she said. "Now, 911 can comfortably say, 'Hang up — I can't help you, but if you call 211, they can.'"

As one might expect, New Jersey 211 was inundated with calls before, during and after Superstorm Sandy, which clobbered the Eastern Seaboard last October. The agency — which serves the state as well as a five-county area that surrounds Philadelphia — fielded tens of thousands of calls, Marx said.

Prior to the storm, residents wanted to know how to prepare for the massive and devastating storm, including evacuation procedures. They also were concerned about transportation issues, flooding and the welfare of those who didn't evacuate. In the aftermath, they were looking for help, with many residents calling to inquire about emergency food stamps.

It was a lot to juggle, and the task might have been infinitely more difficult had the agency not learned some valuable lessons when Hurricane Irene swept through the area in August 2011.

"Irene was a dry run," Marx said of the Category 1 storm, which pales in comparison with the monster that was Sandy. "New Jersey is prone to flooding as it is, and the question with a huge event always is, 'Can we handle the [storm] surge?'

"At the time, we had a premise-based system and some Q-1 lines that gave us some flexibility in terms of redirecting calls, but we didn't have control over it," Marx continued. "So we really thought at that point that we had to come up with a better solution for us, because we have a huge responsibility to be operational 24/7. So we started to look at all of these cloud-based services."

Tags:

Related Content

  • Satellites may be the secret ingredient to Charlie Ergen's 5G recipe
  • 74% of Q1 malware was undetectable via signature-based tools
  • IoT and drones automate field operations
  • What local governments can do to build better cybersecurity

Commentary


Updated: How ‘sidelink’ peer-to-peer communications can enhance public-safety operations

  • 1
27th February 2023

NG911 needed to secure our communities and nation

24th February 2023

How 5G is making cities safer, smarter, and more efficient

26th January 2023
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

How AT&T won DFW Airport’s $10 million private 5G business dlvr.it/Spj4Pt

27th May 2023
UrgentComm

Russia’s war in Ukraine shows cyberattacks can be war crimes dlvr.it/Spj3c2

27th May 2023
UrgentComm

FCC grants 700 MHz Band 14 license renewal to FirstNet Authority dlvr.it/Spj2Ny

27th May 2023
UrgentComm

Broadband for Critical Communications Everywhere Providing Connectivity When Seconds Count dlvr.it/Sph602

26th May 2023
UrgentComm

How vehicle insurance and autonomy intertwined dlvr.it/SpglBb

26th May 2023
UrgentComm

World’s least-expensive self-driving vehicle revealed dlvr.it/Spgc88

26th May 2023
UrgentComm

Voice calling is finally making its way onto 5G dlvr.it/SpdtYW

26th May 2023
UrgentComm

With many cities facing a fiscal cliff as ARPA funding ends, debt ceiling debate continues on Capitol Hill dlvr.it/Spdsnq

26th May 2023

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.