Officials: Elgin 311 did “very well” during storm

Elgin's citywide cleanup of last week's powerful storm — also the first major stress test for the city's 311 Contact Center — is set to wrap up today.

The Sept. 5 storm caused nonlife threatening injuries to two people, Assistant Fire Chief Dave Schmidt said.

A man suffered an electric shock near a downed wire, and a female school bus driver was injured by a tree limb that came through a windshield, Schmidt said.

Also, a car and detached garage on the 200 block of 2nd Street were destroyed by a fire likely caused by lightning or downed wires, he said.

The storm caused a peak of 55,000 residents to lose power and damaged an estimated 15,000 city-owned trees, city officials said.

City Manager Sean Stegall said the 311 Center, launched earlier this year, held up “very well.”

“I think it was plain for everyone to see the benefit that 311 provided, not only for some relief for our 911 call center, but also in communicating with our citizens.”

When residents dial 311, they are connected to a “citizen advocate” equipped to handle a multitude of issues, from paying bills to reporting potholes.

Residents placed 529 storm-related calls to 311 after the storm hit at about 2:30 p.m. last Saturday, said city management analyst Laura Valdez-Wilson.

The storm, identified as a squall line, or a narrow line of thunderstorms, lasted about 15 minutes, with winds reaching up to 80 mph, she said.

Residents also placed 332 emergency 911 calls and 1,052 nonemergency calls in the 5½ hours following the storm, Police Cmdr. Dan O'Shea said.

At least one resident reported on Facebook getting a busy signal after calling 911.

O'Shea said that's extremely rare.

“Once our 911 lines are full, they roll over to another 911 center,” he said. “If that's also full, you could get a busy signal.”

The city used Facebook as a major means of communication with residents.

There were a total of 142,472 views of storm-related posts on the city's Facebook page, including a peak of 17,700 views of a media release issued the night of the storm, Valdez-Wilson said.

“Social media became an incredible engagement and communication tool for the city,” she said.

The total cost of the storm, including employee overtime and contractor services, will be tallied in about 10 days, Stegall said.

While 311 staffing was deemed adequate, the city is planning to train more employees who can assist in prolonged emergencies, Stegall said.

Also, the city plans to continue its public information campaign about 311's existence, he said.

“I'm really proud of the staff and the citizens for working together, and their patience.”

To assist with additional storm clean up, Waste Management will not require stickers on yard waste bags through Friday, Valdez-Wilson said.

Sticks and branches too large for yard waste bags should be bundled into piles not exceeding 5 feet in length, 2 feet in diameter and 45 pounds.