Best Practices for Emergency Notification Featuring The Private Bank

Jeneen Townsend, MBCIAssociate Managing Director, The Private Bank & Trust Company

Keith TyndallDirector Product Marketing, Everbridge

About EverbridgeAbout Everbridge

• Everbridge empowers better decisions with interactive communications throughout the incident lifecycle to protect your most importantincident lifecycle to protect your most important assets

• Recognized in the 2012 Gartner Magic Quadrant on Emergency / Mass Notification as g ya Leader in the industry

• Everbridge helps more than 30 million people communicate in a crisis and connect on a daily basis.

• The company’s notification platform is backed by an elastic infrastructure model that delivers

i fi it l d d bilnear infinite scale, advanced mobile connectivity, and real-time reporting and analytics.

• More than 1 000 organizations in over 100• More than 1,000 organizations in over 100 countries rely on Everbridge for their emergency needs

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AgendaAgendaAgenda

Part 1: Presentation• Notification process best practices of The Private Bank

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Notification process best practices of The Private Bank

• How to train your staff on what to expect during an emergencyg y

• The importance of updating personnel data

• How to improve adoption by mapping communications to p p y pp gyour organizational structure

Part 2: Q&A

Are you on Twitter? Follow us at @everbridge and

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Are you on Twitter? Follow us at @everbridge and tweet insights with your friends during the webinar using the hashtag #everbridge

Q&ANote: Presentation slides are available on our blogat Blog everbridge comat Blog.everbridge.com

Use the Q&A function to

b itsubmit your questions.

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Jeneen Townsend, MBCIAssociate Managing DirectorThe Private Bank & Trust Company

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About Our OrganizationAbout Our Organizationgg

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About Our OrganizationAbout Our Organizationgg

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Presentation OverviewPresentation Overview

• Concerns • Creation of Business

• Relationship

• Decision Making

Continuity Communications Committee

• Conception

• Implementation

• Creating Scenario Based Scripts

• Expectations• Incident Occurs

• Unexpected Blessing

• Expectations

• Lessons Learned

• Best PracticesBest Practices

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ConcernsConcerns

History:

• At approximately 5:00 p.m. on October 17, 2003, a fire began in a storage closet on the 12th floor of a Cook Countya storage closet on the 12th floor of a Cook County Administration Building in Chicago

• No Fire Safety Director personnel at the building, the building y p g, gengineer decided to evacuate

• Emergency Voice/Alarm Communications (EVAC) system was activated, informing personnel they should evacuate

• The Chicago Fire Department (CFD) was called and began fighting the fire from the southeast stairway on the 12th floor

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fighting the fire from the southeast stairway on the 12th floor

RelationshipRelationshippp

And so the story begins…

• Relationship began in

late 2008

• Tool turned over to BC C di t i l 2009Coordinator in early 2009

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Decision Making Decision Making gg

• The Organization grows from 250 employees to 800 employees almost overnight

• Review of Communication Plans demonstrates a large gap i DR l i ff tin our DR planning efforts

• Current method will take hours to implement based upon #’s

It b t l l th t A t t d Al t t i• It becomes crystal clear that an Automated Alert system is needed to reach staff quickly and efficiently

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Decision Making Decision Making gg

• Everbridge (formerly 3N) was• Everbridge (formerly 3N) was chosen

• This decision was based upon aThis decision was based upon a need to not only send information via Automated Alerts but also to provide us with the ability to receive information back

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Conception Conception

• The Organization prepares for the new Automated Alert

pp

system Everbridge offers classes

C C BC Coordinator is made the Application Administrator

Application Administrator takes all of the appropriate classes and designs the upload fileand designs the upload file

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Conception Conception

• Decision making is based upon Methods of Contact

pp

Work Phone

Home Phone

Mobile Device

SMS for Mobile Device (for text messages)

Work e mail address Work e-mail address

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Conception Conception

• Groups were created for specific Teams based upon Roles

pp

BC Planners

Safe Meeting Place Wardens

Emergency Response Team

Business Resumption Team Tier 1

Business Resumption Team Tier 2 Business Resumption Team Tier 2

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Conception Conception

• Attributes are created based upon plans for ad hoc filtering

pp

Organization

Location Building

Floor

Officer Level

Profit Center information was originally included; however later Profit Center information was originally included; however, later deleted This information is stored within the Business Continuity planning

application and is easier to maintain in one location

Is not necessary for filtering within this tool

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ImplementationImplementation

• Process is created for HR to provide data dump from the

pp

ADP system This is done every 1 to 2 weeks

Process is manual with CSV file uploads Process is manual with CSV file uploads

ADP content is not considered 100% accurate

Therefore, a feed is decided to be inappropriatee e o e, a eed s dec ded o be app op a e

• Update Delivery Methods with appropriate options and order

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ImplementationImplementation

• Initial file is uploaded into Everbridge

pp

• How-To’s are created for employees and added to the Intranet

• An announcement is made to employees introducing them to Everbridge

E l k d t d t d i t i th i C t t• Employees are asked to update and maintain their Contact Information

• Business Continuity Communications Committee is created• Business Continuity Communications Committee is created Scripts are created for basic scenarios

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Power Outage at Primary Data CenterPower Outage at Primary Data Center

• Power Outage occurs before employees are able to update

g yg y

their own Information in the Automated Alert System

• Emergency Response Team React

• BC Coordinator is called while on vacation in Tennessee

• Alert System Messages are being prepared using BC C i ti C itt d l t i tCommunications Committee approved alert scripts

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Power Outage at Primary Data CenterPower Outage at Primary Data Center

• A call to the Everbridge Client Care Operator provides

g yg y

peace of mind

• Alerts are sent in a matter of minutes (not hours)

• Alerts are able to go out to staff in the evening to prepare staff for the next day

• ADP dump made all of this possible

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Unexpected BlessingUnexpected Blessing

Everbridge Administrator realizes that Staff’s personal

p gp g

information is not stored within Everbridge

During the initial decision making process for methods of contact, we did not realize that we needed to add additional delivery methods to the tooldelivery methods to the tool Personal Mobile Device

SMS for Personal Mobile Device (for text messages)( g )

Personal e-mail address

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Unexpected BlessingUnexpected Blessing

Staff are . . . • Now able update their own Personal Contact Information

p gp g

• Now able update their own Personal Contact Information • Made aware that text messages may incur charges by

their carriers

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ExpectationsExpectations

Cognitive abilities are diminished during times of crisis…

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Cognitive abilities are diminished during times of crisis…

• Train staff on what to expect through Quarterly Automated Alert System Exercises, Open Houses, Table Top Exercises, etc.

• Help your staff to go into ‘auto pilot’ on tasks you exercise routinely…

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Lesson LearnedLesson Learned

• Alerts via Recorded Voice to Phone #’s: Create a pre-recorded opening Line for all phone calls

o Referencing your Company Name

o ‘Call is for employee of ______’

o ‘Press 1 to Proceed’

o Roommates may listen to the message and think that it is from theiro Roommates may listen to the message and think that it is from their employer

Everbridge staff will assist with this very important step

• Auditors like for you to include Automated Alerts via phone #’s during testing (not just email addresses)

Lesson LearnedLesson Learned

• Test your Automated Alert system quarterly

• Staff need to be reminded to click CONFIRM

• Be ready for staff to immediately return your call without li t i t thlistening to the message

• Some staff may say that there was ‘no message’ on their mobile phonemobile phone Set the system up to repeat the message

Educate staff that mobile phone connectivity may be playing a role here

Lesson LearnedLesson Learned

ScriptsScripts

• Preplan your scripts as much as possible

• Include an expected time ‘by or before’ for the next p ymessage (during an incident)

Lesson LearnedLesson Learned

• Items to Carry at ALL TIMES:Items to Carry at ALL TIMES: Extra batteries for mobile phone

Tablet and/or laptop powered and ready to go

Packet of Emergency Management Information in your briefcase

• BC Coordinator’s own Lessons Learned Align your contract terms with your use scenarios

Get the best Bang for your buck!o Get the best Bang for your buck!

o Know what you are and are not being charged for…

Lesson LearnedLesson Learned

• Everbridge Important Info:g p• Keep the

https://www.everbridge.net/nns/Login1.do URL handy!!K th E b id 800 Cli t C # H d• Keep the Everbridge 800 Client Care # Handy (#866-436-4911)

• Keep your Member # and Password HandyKeep your Member # and Password Handy

– Save to your IE Favorites» On laptopp p» On BlackBerry (Mobile Aware – new product)» On tablet

– In Packet– In Contact Lists!

Best PracticesBest Practices

MethodsMethods• Send a test messages to yourself PRIOR to EVERY message

deployment

• Send separate Alerts (or build into a ‘Scenario’) First send to e-mail address(es)

Secondly, send to phone #’s

Insert a couple of minutes between the two methods, if possible p , p(dependent upon the situation)

Text messages may be a better solution

W tl l i thi th d» We are currently analyzing this method

Best PracticesBest Practices

• Alerts via Recorded Voice to Phone #’s:Alerts via Recorded Voice to Phone # s: Appropriately space -- words ---- for --- computer --- voice

Repeat messages

• Keep messages short and to the point Initially our messages were quite long

Staff will not read the entire message

Keep lines of text to a minimum 3-5 lines

Demo

Chad SandersSenior Sales Engineer, Team LeadEverbridge

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Incident Notification Solutions Address Incident Notification Solutions Address Common Communication ChallengesCommon Communication ChallengesCommon Communication ChallengesCommon Communication Challenges

• Reduce miscommunications and control rumors with

• Communicate quickly, easily, and efficiently with largeand control rumors with

accurate, consistent messages

• Satisfy regulatory

and efficiently with large numbers of people in minutes, not hours, making sure that the lines of communication are openSatisfy regulatory

requirements with extensive and complete reporting of communication attempts and t k l d t f

• Receive feedback from your messages by using polling

bilititwo-way acknowledgements from recipients

• Deliver refined prepared

capabilities

• Ensure two-way communications to get• Deliver refined, prepared ,

timed messages to each pre-designated audience group, by scenario

communications to get feedback from message receivers

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Everbridge AdvantagesEverbridge Advantagesg gg g

Existing Notification Vendor’s Infrastructure:Infrastructure:

• Static algorithms based on capacity limitations, not actual call volumes during a disaster

- Failure-prone from unexpected volumes of message output

- No ability to burst to meet wide-scale system usagesystem usage

The Everbridge Advantage: • Near-infinite scale achieved

- Multiple redundant VoiP & PSTN providers

- Elastic capacity accommodates hi h t l f tb d ll ihighest volume of outbound calls in the industry

Advanced Connectivity for a Mobile WorldAdvanced Connectivity for a Mobile Worldyy

• Communicate from anywhere, • Support for popular mobile y ,under any circumstances or conditions

L b d idth ti i d t

pp p pplatforms (Apple iOS, Android, & BlackBerry)

• Low-bandwidth optimized to ensure delivery in adverse conditions

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Q&AQ&ANote: Presentation slides are available on our blog at blog.everbridge.comg g

Use the Q&A function to

b itsubmit your questions.

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Contact InformationContact Information

Thank you for joining us today!

Jeneen Townsend, MBCIjtownsend@theprivatebank comjtownsend@theprivatebank.com

Keith TyndallKeith.tyndall@everbridge.com Everbridge Resources

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