At noon on August 7, the Zhengzhou Meteorological Observatory issued a yellow warning of heavy rain.
Unlike the last time, this time the yellow warning message spread rapidly in the city, and people warned each other with the help of circle of friends, WeChat groups and word of mouth.
Exactly 20 days have passed since the "720" rainstorm, but the changes brought about by the heavy rain have only just begun.
Change comes from examining and reviewing before and after heavy rains. Starting from a call for help on the night of the 720 rainstorm, the US group quickly mobilized and built a rescue system spanning three places to participate in the disaster relief.
The system includes emergency open material warehouses, emergency opening of 4000 special lines, cloud documents collecting disaster relief information, convoys of rainstorms, and regimental leaders climbing high-rise buildings...
That help line has been decided to be retained permanently, and the emergency time can be used at any time as one of the public welfare services of the US group to help the elderly.
Sudden disasters test the temperature of human nature and the speed of technological adaptation. We documented the story of this emergency mechanism and turned the experience of repairing scars into a stronger.
Here's their true story:
Text | willow
Edit | One one
<h1 class="pgc-h-arrow-right" data-track="14" > rescue mechanism during a rainstorm</h1>
On the afternoon of July 20, the rainstorm in Zhengzhou did not stop. Li Gen, an employee of the Ustuan Group, was trapped in a lottery store on the side of Songshan Road in the South Third Ring Road. The company sent a notice: safety first, work can be reported.
He looked outside the lottery shop, the rain poured down from the gray sky, and the muddy water in the community rolled out, from east to west, washing away the rows of shared bicycles and electric vehicles, and the cars also floated in the water.
"It's muddy, it's turbulent, it feels like the Yellow River." Li Gen said.
When the rain subsided, he rode a black electric motorcycle up the South Third Ring Road, and the people and cars who took refuge kept pouring in, and Li Gen could only intersperse forward.
The cold rain consumed the heat of his body, Li Gen's palms were already numb, and the noise around him mixed with crying made him depressed. Looking around, the city was pitch black, and the headlights and cell phones had become the street lights for tonight.
At about 9 p.m., Li Gen finally arrived home, but his mood did not calm down. Many communities have lost water and electricity, communications have been interrupted, loved ones have lost contact, and rescue is urgently needed.
Even more frightening than the city shutdown is the disruption of communications. 700 kilometers away, an emergency conference call is taking place inside the U.S. group, and the heads of various departments are discussing the assistance plan.
Figure | The warehouse with the power outage is running in an orderly manner
The meeting lasted until 3 a.m. on the 21st. Finalized the plan: Meituan opened a helpline, the headquarters screened the help information, through the local staff to link up with the leader, to assist in the search, and to send the donated materials to the homes of community residents in need.
At 8:00 a.m. the next day, meituan's preferred technical and customer service leaders participated in the conference call and agreed to set up a special line for help. The technical team started work urgently, and within 20 minutes, a phone number starting with 4000 was sent into the communication group.
But the customer service manager has some worries: behind the distress message, the situation must be serious, can we really help them?
Near noon, the official public account and Weibo of the Meituan Group issued a notice: open the Zhengzhou warehouse, donate 630,000 pieces of materials, and the volunteer leader will provide help nearby. At the end of the notice, it said, "If you seek emergency rescue in case of circumstances, you can call the Meituan 24-hour customer service hotline."
When the notification was first issued, the docking process was not fully prepared, and the help message poured into the customer service system. At 1:55 p.m., In Wuhan Donggang Science and Technology Industrial Park, Meituan customer service Gong Ruhuan received a request for help from the Meituan APP.
A user wrote in text that there is an elderly man in his 70s who lives alone in his home, has not been able to contact, is very anxious, and wants the head of the group to deliver to the door and confirm the safety of the elderly.
Figure | At that time, the city was full of water
At this time, Gong Ruxiang has not yet learned of the rescue measures of the US group, and can only reply politely: many of the regimental commander's warehouses have also been affected, and the road is impassable, and it is uncertain that the goods can be delivered, so they can only place an order first and then match the regimental leader to communicate, and if they cannot be sent, they can also be refunded.
After finishing the service, Gong Ruhuan was worried. She sensed the other person's anxiety, but she also knew that the response she had just responded could not provide any comfort.
Subsequently, Gong Ruxiang saw the rescue notice from the working group and learned that the US group would carry out a rescue plan, and the customer service needed to record the help information.
In the afternoon, the group leader found Gong Ruhuan and asked him to complete the detailed address of the helper. Gong Ruxiang called back to inquire, a girl answered the phone, after listening to Gong Ruxiang said the rescue measures, she was very moved and insisted on giving her work number.
"I'm not a very good talker, and when I call, I'm afraid I won't be able to comfort the other person." After hanging up the phone, Gong Ruhuan was in a somewhat depressed mood.
Subsequently, she sent a text message: you are not alone, there is a strong motherland behind you.
The customer service of the MEITUAN who received the help message is far more than Gong Ruhuan. In order to improve the matching efficiency of help information, on the afternoon of July 21, Meituan established an information circulation process:
After the customer service receives the help message, fill in the cloud document of the office system. The employees of meituan headquarters judged the urgency of the help information, and then sent the information to the local BD in Zhengzhou, who distributed it to the corresponding regional leader.
A rescue mechanism spanning Wuhan, Beijing and Zhengzhou is gradually taking shape.
<h1 class="pgc-h-arrow-right" data-track="135" > supplies leaving the warehouse</h1>
When the rainstorm came, Xu Senmu was very nervous. He is the head of the Zhengzhou warehouse of Meituan Preferred.
At 9:00 p.m. on July 21, The warehouse was in darkness due to a power outage caused by heavy rain, and the staff tried to illuminate it with mobile phones, but the work efficiency was extremely low.
A quarter of an hour later, an employee drove his car into the warehouse, turned on the headlights, illuminated a corner of the warehouse, and the crowd cheered.
Figure | Packed on site
The crew is back on the job, and they are manually selecting relief supplies from 630,000 shipments for daytime trucking to the rescue site. "Rescue efforts must race against the clock." The head of the warehouse said.
Subsequently, 5 cars drove into the warehouse one after another, and together they turned on their high beams to dispel the darkness. Under the light, the reflective strips on the staff safety clothes were reflected in the snow white and bright.
The rain was getting heavier, and the long night had just begun, but there was already light in people's eyes.
Xu Senmu still remembers that on the night of the heavy rain, because the warehouse was low, the water flow was too fast, the drainage ditch could not be discharged, and the water outside the warehouse reached 30 centimeters deep, and people had to pile sandbags to block the water. 50 meters away from the warehouse, there is also a high-voltage substation box, Xu Senmu is worried that the water rushing in will lead to leakage, and colleagues surround the substation with sandbags.
Fortunately, the goods were not soaked. The company has regulations that the goods are not allowed to be grounded, so the goods are placed on the pallet, which is 10 cm high from the inside. Over the next few days, these cargoes became important relief supplies.
According to him, the warehouse alone has nearly 60 trains sent to the aid point every day.
Figure | Employees use headlights to illuminate the warehouse
At 11:00 a.m. on July 21, Zhengzhou Okura received the first rescue application from the headquarters of the Meituan Regiment to deliver supplies to the welfare home of the Zhengzhou Party School.
At 4 p.m., a truck bound for the Zhengzhou Party School departed from the warehouse and brought bread, milk and eggs to the affected children. On the road, when the water level was nearly a meter high, it almost flooded to the bottom of the car, and the driver assessed it, and then took the risk and flowed through the water.
Within the company, a special donation rescue group has been set up. External rescue information continues to enter the group, the sales supervisor receives the rescue information, verifies the authenticity of the information, and the truck will assemble the corresponding materials and send them to the trapped people who apply for material assistance.
In the warehouse, 630,000 pieces of materials were originally classified according to the needs of customers, and more than 40 employees had to redistribute them according to categories, all of which were manual work.
A huge workload weighed on them, and the staff took the initiative to ask for overtime. Some people work for 20 hours continuously, loading goods during the day, distributing goods at night, and falling asleep on the table during breaks.
At noon, people compress the meal time to 20 minutes, do not have to greet, and return to their posts, "only in this way can we help more people." ”
"This reminds me of the first outbreak of the new crown epidemic, when I was in charge of buying vegetable warehouses in Wuhan and distributing supplies for free to local residents at the first time." Xu Senmu, the head of the warehouse, said.
In addition to pulling goods, truck drivers will also take the initiative to help load and unload goods. Before departure, drivers prepare water and bread in their cars because they don't know how much time it will take for this transport.
After the rainstorm, there is water on many roads in Henan, and trucks often have to take multiple detours during transportation. They hung red banners on the front of the truck with the words "Meituan Relief Supplies" written on them.
Figure | Rescue scene
"After the words of relief materials are hung on the front of the car, the traffic police will show the driver the way." Xu Senmu's tone was full of pride.
Everyone knows that every transport is an adventure, but they have a reason to have to go.
In that city, there are people waiting for them.
<h1 class="pgc-h-arrow-right" data-track="136" > rescue in the dark</h1>
The head of the local U.S. regiment in Henan is the last link in the delivery of supplies. They are both trapped people and rescue teams.
At two o'clock in the afternoon of July 21, after the meituan preferential staff received the help message, they called 20 regiment leaders in a row before contacting the nearby regiment leader Zhang Shufang.
The helpers hoped that Meituan would contact his father and send drinking water. After Receiving the call, Zhang Shufang looked around the store, where mineral water and emergency foods such as bread and instant noodles had been snapped up, and she had to carry a carton of milk out of the house.
The water outside the store has receded, and a 10-centimeter-thick yellow mud pond has accumulated on the road, and several residents are spontaneously cleaning it up.
Building 16, 800 meters away from the store, is the destination of Zhang Shufang's trip, which was originally 10 minutes away, and she walked for more than 40 minutes.
After delivering the milk, Zhang Shufang comforted the old man, "It will pass soon, if you have any difficulties, contact me directly." ”
Figure | Zhang Shufang helped the elderly
At 9 p.m., Wang Huiping, a 43-year-old regimental commander, with his 18-year-old daughter and 15-year-old son, sent a box of mineral water, 160 eggs and two bags of dragon's whisker noodles to the old man's accommodation provided by the rescuer.
The community lost power and the elevator was deactivated. In the dark of the night, the three people use mobile phones to illuminate. The old man lived on the 21st floor, Wang Huiping climbed the stairs with supplies, and after reaching the fourth floor, she was already out of strength, and after each floor, she had to rest once.
After climbing to the 21st floor, Wang Huiping's clothes were soaked with sweat. The 74-year-old man opened the door of the house, saw the three people were very touched, and thanked them.
Something similar was repeated in Zhengzhou on this night.
Group Leader Sun Yating, with her nearly 60-year-old mother and 17-year-old sister, carried 12 bottles of mineral water, 12 barrels of instant noodles and some chicken leg biscuits, totaling 20 kilograms of goods, and climbed to the 25th floor.
On her mobile phone, the group message is still popping up, "The 6-year-old child in the family has been hungry, who will help me."
There is also the dynamics of the meituan staff in the group, a staff member was smashed on the foot when delivering relief supplies, and the blood was direct.
In the face of disaster, everyone is trying to rescue. Zhu Yanxia, the head of the No. 36 Courtyard of Xinyi Road Festival City, had already been sold out of the business materials.
In the case that the road area has not receded and the vehicle is floating in the water, she resolutely drove an off-road vehicle throughout the surrounding 4 kilometers of wholesale points to purchase materials, and sent rice noodles and drinking water to 30 affected households in the community.
Rescuers and rescuees are mostly strangers. After delivering the supplies to the destination, the staff of the US group only told a word to "keep the mobile phone unblocked", then wiped the rain on their faces and turned around to go to the next destination.
On July 21, Li Gen, who arrived home safely, did not rest. He took off his leather shoes and trousers, changed into shorts and slippers, climbed up the 30th floor with difficulty, and delivered a box of mineral water to the two elderly people. On the last 10 floors, he described it as "the top difficulty of Everest Rush", with his legs and stomach shaking.
Figure | Pictures of the scene
After delivering the water, the old man was very excited: "Thanks to you young man, come in and rest." Li Gen just left his contact information and turned and went downstairs. In the city, there are many more people waiting for help.
That night, Li Fei and Wu Xiaofan, the preferred staff of the US group, with two barrels of 4.5 liters of mineral water and some food, braved the heavy rain and rode 4 kilometers in 10 centimeters of deep water to find Uncle Song's home.
They knocked at the door for 20 minutes and no one answered. But they didn't give up. Before leaving, Li Fei received seven instructions from Uncle Song's daughter, determined to bring the words to him.
After they and their neighbors confirmed that Uncle Song was home, they turned back and knocked on the door. Uncle Song opened the door, thinking that his daughter had returned, and said, "Don't you have the key?" ”
Wu Xiaofan and Li Fei explained their identities, sent supplies into the house, and found that two days ago, the old man's home had been cut off from water and electricity, and there was only one cup of water left to drink, and the house could only be barely illuminated by lighters and candles.
Uncle Song, 80 years old, who had just finished cataract surgery and couldn't see things clearly, read his daughter's seven instructions to him one by one:
"Dad, please pay attention to the following points:
1. Take medicine on time. As long as you don't go out and don't have high blood pressure and cerebral infarction, it's safe.
2, emotional stability, do not panic, do not rush, you will be in a hurry will make a brain infarction, and now the hospital is also out of power, so be calm, don't worry.
3, play less mobile phone, leave some electricity.
4, nothing to go out, you can turn around indoors, take a walk, exercise properly.
5, everyone cares about you. Today my brother, my uncle, and my aunt were all looking for you and couldn't find them, so they contacted me. Now after Master Li, a staff member of the US group, sees you, I have already reported peace to them. In order to leave some power for your mobile phone, I told them that they would come to me for anything in the past few days, and don't call you first.
6, you are the only one I am now, you are a soldier, you have to be strong!
7. Thank you also for Master Li of the Us Group, and you have to thank others for coming to help me visit you. ”
Figure | Read the old man's daughter's instructions
Li Fei read it, and the old man's emotions calmed down. The letter is full of daughters' concerns about her father.
The two wanted to cook for the old man, but the old man refused. After they went out, worried that the old man would be difficult to take care of himself in the dark, they ran a dozen streets in the rain to find a charging treasure, bought a bowl of ramen, and sent it back to Uncle Song's house.
This was the first bite of hot rice that Uncle Song had eaten in two days. The noodle soup steamed up and added a touch of warmth to the long rainy night.
<h1 class="pgc-h-arrow-right" data-track="137" > a city with rainy skies</h1>
During the water delivery, Li Gen saw many people moving and evacuating Zhengzhou. But on the other side of the city, countless people are still on the front line.
At the same time as the online rescue system was operating, the US group set up a special operation team, and employees and regiment leaders in Zhengzhou, Gongyi, Xinzheng and other places ran around to respond to more help information.
In a few days, they sent tens of thousands of pieces of relief materials to 7 seriously trapped communities in Zhengzhou.
Henan Meituan Branch, Meituan Preferred Staff Wang Dongjian received photos from colleagues, 6 people stood tired in the corner of the wall to rest, some people even lost their shoes, but their faces were smiling. Looking at the photo, Wang Dongjian's tears poured out uncontrollably.
On the night of July 20, many people were trapped in the company, resting in chairs when they were tired, and some colleagues slept only for three hours.
But no one stopped to rest. Soon, Wang Dongjian and 6 colleagues applied for materials from the Meituan Preferred Zhengzhou warehouse and went to the front line for support. Four hours later, a 13-meter-long truck drove from Xinzheng to Gongyi.
After arriving in Gongyi, the first meal they ate was braised noodles, and the meat in the bowl smelled sour, but no one cared. "It's good to have stuttering, and many people have been out of food for a few days." Wang Dongjian said.
Figure | Wang Dong and his colleagues are rescuing
The town of Gongyi street was also seriously affected, and one of the town's regiment leaders, the family's shop was swept away by the flood, except for the thick yellow mud, the store was empty.
During the three days of the disaster, the regimental commander only ate half a bowl of noodles until the us group's rescue supplies arrived, and he joined the rescue team with the supplies.
Xin Lianghua, 30 years old, is the head of Meituan's preferred Xinxiang. On July 23, two 14-meter trucks from Dacang, Zhengzhou, were blocked on the road, and their destination was Xinxiang College, where nearly a thousand teachers and students had been short of food and water for two consecutive days.
Xin Lianghua and her colleagues found a forklift truck, cleared the road, and transported goods to the school that the teachers and students urgently needed.
As the flood receded, more and more regimental leaders got out of trouble and threw themselves into rescue missions, Wang Dongjian said, the US group will provide reimbursement subsidies for every regiment leader who joins the special operations team, but many regiment leaders are still silently spontaneously rescued and have not applied.
Outside of the power of the group, those ordinary people who are silent and lonely are the heroes of the city.
Today, Zhengzhou is gradually restoring order. The leaders of the regiment, Zhang Shufang and Wang Huiping, have begun to receive orders normally, orders are increasing day by day, and the largest order volume of products is mineral water. Wang Huiping's flatbed trucks are often filled with four or five tanks of water.
Zhu Yanxia, the leader of the group, organized a fundraising activity at the doorstep of her home, she made her own banners, appealed in the community group buying group, and raised more than 8,000 yuan in cash and enough supplies to fill a 13-meter truck in just one day.
Wu Xiaofan, a staff member of meituan, and his colleagues found a hotel office, continued to respond to help messages, and sent supplies to the elderly. Until the evening of the 23rd, he set off for Gongyi and rushed to the new front line.
Gong Ruhuan, who is far away in Wuhan, received a screenshot of the circle of friends sent by the leader, which is a thank-you letter from the girl who asked for help.
It turned out that on the night gong Ruhuan uploaded the information, Li Fei, a local colleague in Zhengzhou, found the other party's home and went to the door twice to send food, water and charging treasure.
Seeing the screenshot, Gong Ruyuan re-understood the value of the position: customer service is not an insignificant part of a corporate organization, but a key presence that can affect people in need of help with every word and deed.
She still remembers that the girl who asked for help wrote in the circle of friends: Zhengzhou is a warm city, and it will definitely rain soon!