Dear Friends,
When faced with extraordinarily difficult circumstances, one quickly realizes the value of planning, preparation and partnerships. This week, many places closed due to heavy snowfall and frigid temperatures. As a 24-hour crisis line serving individuals and families - those often in desperate situations - IMPACT 2-1-1 does not close. I'm extremely proud of the twenty-nine 2-1-1 community resource specialists and other IMPACT staff who worked tirelessly around the clock to ensure that every call, text and chat session was handled with expertise and care.
At times, IMPACT 2-1-1 was not only managing a higher volume of our own calls, but also providing coverage for other 2-1-1s throughout the state, as well as the Waukesha Department of Health & Human Services, Milwaukee County Behavioral Health Division and Department on Aging. Thousands of calls were logged over four days. This was possible thanks to years of extensive emergency planning that is heavily dependent on equipment, technology and training. Many of the calls were answered remotely, avoiding any disruption in service while protecting the safety of our people. At peak call times, additional staff logged into the system to bolster our response to, among other critical requests, a record number of emergency furnace repair calls.
Not surprisingly, 40 percent of our calls this week have been weather-related. IMPACT 2-1-1 coordinates entry for vulnerable populations seeking access to emergency shelter and extreme weather centers. Working in collaboration with Milwaukee County's Continuum of Care, its network of providers, and street outreach workers, we ensured that people were safe and warm. The system's investment in and preparation for a cold weather response has proven invaluable.
Without our partners and funders, IMPACT would be incapable of helping people during times of personal crisis and community disaster. Every day we make hundreds of referrals to organizations that deliver essential resources. We all play a role in helping people regain stability. We also have a responsibility to foster system improvement so that, when faced with the next extraordinarily difficult circumstance, we are all in the best possible position to respond.
Sincerely,
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