OnStar Connections | Explore. Share. Engage.

By OnStar

• be the first to comment
• Share

Crisis Assist is a valuable service we offer our subscribers in addition to many other OnStar services. Advisors are trained to help subscribers get through a variety of disasters, direct them to food and shelter, and help keep them in touch with loved ones. We assist them through all sorts of disasters — hurricanes, wildfires, earthquakes, tornados, flooding, winter storms and even man-made crises like toxic chemical spills.

One of the most valuable aspects of our program is that we anticipate disasters. Our team of experts constantly monitor events around the country. So we not only know when to expect a disaster to hit, we determine how many of our subscribers will be affected. Then we do some early communication by sending emails about what to expect and OnStar services that can get them through a crisis.

Predicting what our subscribers will ask for is critical. Based on previous history, we know their needs — shelter and how to get there, concerns for their pets, and how to get in touch with friends and family members. That’s why we offer subscribers extra Hands-Free minutes, free of charge, so they can let loved ones know they’re safe.

Here’s an example of how we react to a crisis situation. If a disaster is going to hit four counties in Texas, we determine how many subscribers will be affected. Let’s say it’s 100,000 people. We know if 100,000 people will need assistance, X number of Advisors will be needed to handle the crisis situation. If the disaster is bigger than anticipated, we have ways to make sure Advisors are available to handle all the calls.

We also have an exceptionally good relationship with all the states and their various agencies. If there’s a crisis, local authorities let us know, for example, the best route to get to a shelter. But if we learn from our subscribers that the road has been washed away, we can let the authorities know this and they can advise an alternate route.

One subscriber decided to ride out Hurricane Ike when it hit Galveston last year. When he went out to his truck, he saw sheer devastation everywhere. He contacted us and we got him to safety. Since we gave him extra Hands-Free minutes, he kept connected with his family and let them know he was OK. He said, “Thank you OnStar, you guys help save lives.” There are so many stories like that.

This is probably one of the most rewarding jobs in the world. It’s not just cool technology, it’s technology that actually benefits people. When I go home at night, I feel good that we made a difference in someone’s life. You can’t put a dollar amount a feeling like that.

Share your OnStar story.
Talk to other OnStar enthusiasts.

Tags: Crisis Advistor, Flood, Forest Fire, Hurricane