As floodwaters surged across Texas in early July, General Motors' OnStar became an unexpected lifeline, transforming from an everyday convenience into a critical emergency response tool that helped save lives.

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. Within hours of the emergency, we worked with first responders to aid search and rescue efforts and respond to customers in need.

Emergency response

Over the course of the emergency, OnStar answered 4,000 crisis calls. In a dozen cases, we directly supported successful rescues. OnStar emergency advisors worked around the clock to respond to requests for help. And we expanded our 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.

GM's corporate citizenship team has also been in close contact with the American Red Cross to aid in recovery efforts. We loaned trucks and SUVs to the Red Cross to support their response, and we've renewed our annual contribution to their Annual Disaster Giving Program, which enables the Red Cross to act quickly during urgent situations.

It's a great example of how technology, connected communities, and human compassion work together when disaster strikes.

Stories from the frontlines

Tiarra Duncan, OnStar emergency advisor, moved quickly when she answered an emergency call from a disabled, elderly couple stuck in their vehicle in Texas with water swiftly rising inside.

Duncan and her team quickly contacted local public safety to provide precise vehicle location using telemetry data and actively monitored 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 while awaiting rescue, 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.

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.”

Thanks to Lucas' quick thinking, 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.