The Maui Wildfire had an unprecedented and devastating impact on the island, destroying more than 2,200 structures, most of which were homes, and disrupting the lives of nearly 12,000 residents. Approximately 7,000 individuals were forced into temporary shelters. In response, Tidal Basin, a Michael Baker International Company, implemented multiple housing and recovery programs, each with distinct timelines, eligibility criteria and operational requirements, to address the urgent and evolving needs of survivors.
Central to this effort was Tidal Basin’s Phoenix OneCase® software platform, which served as a secure, cloud-based, centralized case management system for all wildfire-affected individuals. Designed to support survivor recovery, the system streamlined individual assistance, Right-of-Entry (ROE) applications, and multiple housing recovery programs. Phoenix OneCase enabled the Hawaii Emergency Management Agency (HIEMA) and the Maui Emergency Management Agency to efficiently manage non-congregate sheltering, rental assistance, interim housing and debris removal initiatives. This unified platform allowed for rapid program scaling, coordinated outreach and consistent service delivery across agencies.
Phoenix OneCase supported end-to-end workflow management, including digital and hard-copy intake and secure storage of ROE forms and housing applications. Customizable workflows facilitated property data collection, owner consent, identity verification, insurance documentation, property sketches and municipal ROE approvals. Built-in analytics and reporting tools provided real-time visibility into program performance and compliance, while comprehensive training enabled effective staff augmentation across agencies.
Key workflow components included:
- Survivor Intake (online, in person or via contact center)
- Eligibility and Case Review
- Property Data Validation
- Coordinated Outreach and Communication
- Real-time Reporting
As recovery needs evolved, the system adapted to support four major programs, including expanded ROE collection and validation for debris removal.
Within 72 hours of the disaster, Tidal Basin also launched a fully operational contact center to manage inbound and outbound calls, text messaging campaigns, application intake, eligibility inquiries and program guidance. Agents scheduled site walkthroughs, conducted surveys and coordinated background checks for housing placements. As a result of our work, 11,000+ survivors from 4,200+ households secured temporary housing; 1,800+ interim housing applications were processed, placing 600+ households; 2,100+ ROEs were executed and approved; and approximately 37,000 calls were managed and recorded for quality assurance and consent verification.