General Motors is sharing how OnStar played a role in rescues during the recent July 4th flooding in Texas. GM says as torrential rains hit the Texas hill country, OnStar activated its Crisis Mode across flood-affected regions, offering free emergency services to anyone in an OnStar-equipped GM vehicle. The automaker says within hours of the emergency, OnStar worked with first responders to aid search and rescue efforts and respond to customers in need.
In all, OnStar answered 4,000 crisis calls over the course of the emergency flooding with its emergency advisors working around the clock to respond to requests for help. In a dozen cases, GM says OnStar directly supported successful rescues. OnStar also expanded its emergency coverage to include other states affected by flooding, including North Carolina, New York, and New Jersey.
With a majority of the crisis calls, OnStar advisors helped drivers avoid emergencies by helping them navigate through safe evacuation routes and reach loved ones with free Wi-Fi support. The advisors also supported rescue efforts and helped authorities prioritize resources, locate missing persons, and save lives.
In Texas, GM says Tiarra Duncan, an OnStar emergency advisor, moved quickly when she answered an emergency call from a disabled, elderly couple stuck in their vehicle with water swiftly rising inside.
Duncan and her team went to action and quickly contacted local public safety officials to provide precise vehicle location using telemetry data. They were also able to actively monitor the scene in real time, as the flood waters started shifting the vehicle with the current. Using emergency dispatch protocols, Duncan calmly guided the couple to stay safe until rescuers could get to them - keeping in mind their mobility challenges.
“These people were experiencing the worst day of their lives, and I was focused on keeping them safe and calm, even though I was panicking inside,” said Duncan. “I was giving them guidance and thinking of next steps in case the situation got worse. Once fire rescue got to them, I was able to breathe, I felt so relieved.”
Duncan stayed on the line as the heavy rain intensified the risk, until fire rescuers arrived to help the couple to safety.
In another area of the country, Barb Lucas, another OnStar emergency advisor, answered a call from a ride-hailing driver who found himself stuck in rising floodwater under an overpass in New York. Lucas worked with urgency to get the driver to safety along with his passengers – a young couple and their 3-month-old baby.
While Lucas kept the callers calm, her team contacted local public safety to send help to their precise location. Engaging emergency dispatch protocols, Lucas instructed the group to safely evacuate the vehicle and walk to a nearby location on higher ground, in case floodwater continued to rise. While the family moved quickly, the ride-hail driver was reluctant to leave his vehicle, an important asset that helps him earn a living.
“When I finally convinced everyone to exit the vehicle, I didn’t want to lose contact. So, I called their cell phone and stayed with them until I knew they were safe,” said Lucas. “I wouldn’t be able to rest until I knew they were alright.”
The group made their way safely out of the floodwaters. As the rain settled and the floodwaters receded, she coordinated roadside assistance to help the ride-hail driver get reunited with his vehicle.
Photos: General Motors