Severe Weather Dispatch

What is Severe Weather Transportation Dispatch?

When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland.

How Does Transportation Dispatch Work?

NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.

Can I be a NET Dispatcher?

This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available.

This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.

If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!

Transportation Dispatch Training and Refresher Materials

THIS SECTION IS UNDER CONSTRUCTION.

PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.

Training before your first shift includes:

• Reading the Dispatch Guide
• Watching the Dispatch Training Videos
• Checking in with your Dispatch Lead with any questions or concerns

The Dispatch Guide

The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!

Summary

In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time!

Workflow Overview

The person needing transport calls 2-1-1.

1. The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets).
2. The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation.
3. The NET Dispatcher completes the request, which automatically notifies the 211info operator.
4. The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA).

Keep reading for a more detailed explanation of the full Dispatch Workflow.