Emergency Communications

MidAmerica Contingency Planning Forum

October 21, 2010

Tim Bonno

Communications –It Doesn’t Always Work

Introduction

One key way to ensure superior business continuity is to have a

clear, well-designed plan in place for keeping communications going, not just when an event occurs, but throughout the duration of the event. In today’s global (think virtual) business environment, this should go beyond simple notification procedures and include the communications technologies and processes—so that even when in-person meetings are not possible or practical, employees and partners can continue to communicate and collaborate to keep the business on track.

Disclaimer

• The following presentation will be at a VERY high level and will not cover every aspect (or detail) of communications one might reasonably encounter in the fields of Emergency Management, Business Continuity, and Disaster Recovery.

• Rather, it will touch on several technologies and products that, while not uncommon at all, may not be well-known by many.

• It is my intent to include both an interactive (facilitated) discussion with you, as well as exercises that in the end can be used to help participants and others in their quest to improve their communications operability.

“After Action Review” Exercise

1. Break into groups (TBD) and identify as many communications challenges you have experienced in the past during an exercise or a live event.

2. Think “technology” as well as “operationally”.

3. Document your responses and assign a spokesperson to report to the rest of the group.

4. Take 10 minutes to complete this exercise.

Topics of Discussion

• NIMS

• Voice

• Video

• Extras

• Close

• Tour

National Incident Management System (NIMS)

• Establishing and maintaining a common operating picture and ensuring accessibility and interoperability are the principal goals of the Communications and Information Management component of NIMS.

• Incident communications are facilitated through the development and use of common communications plans and interoperable communications equipment, processes, standards, and architectures.

• Communications and information management planning should address the incident-related policies, equipment, systems, standards, and training necessary to achieve integrated communications.

• More info: www.fema.gov/emergency/nims/

Voice Communications

Telephone

What is it?

• C’mon – do you really need to ask?

• It’s POTS!

How is it used?

• Pick it up and dial

• May have “features”

• May require access codes

Pros – Cons

• User friendly – traditional

• For large installations requires engineering and support

Cost

Do you have “Emergency Instructions” at every phone?

• Minimal for single lines

• More expensive as the “system” grows

Governmental Emergency Telecommunications Services (GETS)

• GETS provides emergency access and priority processing in the local and long distance segments of the Public Switched Telephone Network (PSTN). It is intended to be used in an emergency or crisis situation when the PSTN is congested and the probability of completing a call over normal or other alternate telecommunication means has significantly decreased.

• GETS supports Federal, State, local, and tribal government, industry, and non-governmental organization (NGO) personnel in performing their National Security and Emergency Preparedness (NS/EP) missions.

• More info: http://gets.ncs.gov/

Telecommunications Service Priority (TSP)

• TSP is a program that authorizes national security and emergency preparedness (NS/EP) organizations to receive priority treatment for vital voice and data circuits or other telecommunications services.

• NS/EP telecommunications service users within the Federal, State, and local and tribal governments, as well as certain private sector organizations, are eligible for TSP.

• More info: http://tsp.ncs.gov/

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Wireless

What is it

• Again, C’mon – do you really need to ask?

How is it used

• Voice

• Data – texting

• Pictures - videoPros – Cons

Cost

FEMA: Stay up to date on your local weather forecast on the go. Bookmark

www.mobile.weather.gov or www.hurricanes.gov/mobile on your mobile phone today.

• Variable depending on services you subscribe to and usage

• Accessibility

• Ease of use

• Cost

• Congestion

Wireless Service Priority (WPS)• Wireless Priority Service is implemented as software

enhancements to cellular networks, and is being deployed by cellular service providers in their coverage areas throughout the United States.

• Key Federal, State, local, and tribal government, and critical infrastructure personnel are eligible for Wireless Priority Service. Typical users are responsible for the command and control functions critical to management of and response to national security and emergency situations. Wireless Priority Service is an easy-to-use, add-on feature subscribed on a per-cell phone basis; no special phones are required.

• More info: http://wps.ncs.gov/

Wallace Wireless

• WIC - Applicable to BlackBerry smartphones

• WIC Pager – a solution that brings pager like services. Now available for the iPhone.

• WIC Messenger – a contact management and communication solution.

• WIC Responder - a content management tool that synchronizes an organization’s emergency-related content (think procedures, checklists, maps, and floor plans) with the BlackBerry smartphone.

Wallace Wireless - WIC

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Integrated Cellular-Satellite Solutions

What is itAT&T Satellite Augmented Mobile service (“SAM”) provides customers with an integrated cellular and satellite mobile communications solution. With this integrated solution, customers can access satellite and cellular services using a single device.

How is it used• Provides a wireless connectivity option when

the cellular network is unavailable.

• Provides access to the TerreStar-1 satellite network providing a satellite voice and data network with coverage in the United States, Puerto Rico, the U.S. Virgin Islands and territorial waters.

Pros – Cons

• Provides powerful and cost-effective communications capabilities for users seeking wireless connectivity when cellular service is unavailable (e.g., in remote areas).

• Creates flexibility in mobile communications, enabling users to switch between networks as needed.

• Enables customers to use a single device for access to both cellular and satellite networks, with a single phone number, single bill and single support contact.

• Cost

Cost (example only – check with service

provider)

• Customers will be required to subscribe to appropriate AT&T cellular wireless voice and data plans and a monthly satellite network-access feature.

• Monthly Recurring Charge - $24.99

• Satellite Network Pay-Per-Use Charges:

$0.65/min. for satellite voice calls

$0.40/message for satellite SMS

$5.00/MB for satellite data usage

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Interoperable Solutions

• Cisco IPICS - is a cost-effective, scalable and highly secure system that uses the network as the platform to give public sector agencies and other types of businesses immediate and intelligent Web-based flexible control and resource management to orchestrate resources, media and information. Resources such as radio channels, talk groups and users, can be quickly added and then removed when no longer necessary, allowing graceful escalation and de-escalation based on the incident scope.

• Federal Signal Codespear - uses an embedded Voice Over IP (VoIP) architecture, the SmartMsg application along with the Radio Interoperability Module allows for the simultaneous text and voice broadcast of alert notifications to Two-Way Radios, “Push-to-Talk” enabled devices (like Nextel and other supported Cell Phones), PCs, Phones (PBX, IP Based, Cell & Satellite), Pagers, and Wireless PDA’s.

• ACU 1000 - provides interconnections between different communications systems. The ACU-1000 can simultaneously cross-band two or more different radio networks, connect a radio network to a telephone line (or SATCOM system), or even create a conference call between several different radio networks and a caller on the telephone line. An operator at the ACU-1000 can use the HSP-2 module to monitor or establish an interconnection with any (or all) of the communications systems that are wired to the ACU-1000 rear panel.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Video

Telepresence

Cisco® Telepresence Solution is an end-to-end managed service that simulates in-person meetings. It combines “life-size” ultra-high-definition video images (1080p), CD-quality audio, with interactivity to enable individuals working at different geographic locations to communicate as if they were in the same room.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

HF/Amateur RadioWhat is it

• Not well understood (appreciated)

• Requires licensing to operate

• Very dedicated (prepared) individuals

How is it used

• The attacks on the World Trade Center (2001)

• The North America blackout (2003)

• Hurricane Katrina (2005)

• Hurricane Frances (2004)

• Hurricane Ike

• 2008 Sichuan (China) earthquake

• Hurricane Katrina.

Pros – ConsCost

• Both a hobby and a service in which participants use various types of radio communications equipment to communicate with other radio amateurs for public services, recreation and self-training.

• Amateur radio operation is licensed by an appropriate government entity (for example, by the Federal Communications Commission in the United States as coordinated through the International Telecommunication Union.

• A basic new handheld radio can cost about the same as an inexpensive 19-inch color TV. Flea market bargains can cost a lot less.

• A new tabletop multi-band unit can cost about the same as a PC.

• Additional materials are relatively inexpensive.

• The the exam fee is nominal.

Programs• Amateur Radio Emergency Service (ARES), an organization of amateur

operators sponsored by the American Radio Relay League (ARRL).

• Radio Amateur Civil Emergency Service (RACES), a radio service regulated by the Federal Communications Commission.

• Military Auxiliary Radio System (MARS) sponsored by the Department of Defense utilizes Amateur Radio operators for emergency communication using military radio frequencies.

• Skywarn, the National Weather Service weather-spotter program, has a strong amateur radio contingent

• SHAred RESources (SHARES) High Frequency (HF) Radio Program to provide a single, interagency emergency message handling system by bringing together existing HF radio resources of Federal, state and industry organizations when normal communications are destroyed or unavailable for the transmission of national security and emergency preparedness information.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Weather Radio

What is it• NOAA Weather Radio All Hazards transmitters broadcast

on one of seven VHF frequencies from 162.400 MHz to 162.550 MHz. The broadcasts cannot be heard on a simple AM/FM radio receiver. There are many receiver options, however, ranging from handheld portable units which just pick up Weather Radio broadcasts, to desktop and console models which receive Weather Radio as well as other broadcasts.

How is it used• suggest that people look at receivers which carry the

Public Alert logo. The Public Alert Standard (CEA-2009-A) was developed by the Consumer Electronics Association in conjunction with the National Weather Service. Devices which carrying the Public Alert logo meet certain technical standards and come with many (if not all) of the features mentioned below.

• SAME, or Specific Alert Message Encoding

• Selectable alerting of events

• Battery Back upPros – ConsCost• Low cost

• May require programming

• Power concerns without battery backup

• Prices can vary from $20 to $200, depending on the model.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Mass Notification• Objective: most mass-notification systems are universally

consistent - notify a large number of individuals in the shortest amount of time possible

• Many solutions are designed as comprehensive-event and/or emergency-management solutions that include notification capabilities and the ability to track and report data customized for the viewer.

• Ensuring that the notification vendor has the right infrastructure to deliver when you need them to is critical.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Digital Signage

• Digital signage is a form of electronic display that shows information, advertising and other messages. Digital signs (such as LCD, LED, plasma displays, or projected images) can be found in public and private environments, such as retail stores and corporate buildings.

• The benefits of digital signage over static signs, in situations where changing signs are preferred over static signs, are that the content can be exchanged more easily, animations can be shown, and the signs can adapt to the context and audience, even interactively. Digital signage can offer superior return on investment compared to temporary and/or promotional signs made from other substrates.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

The Virtual EOC

Web EOC

• WebEOC – “is a web-enabled, user-friendly, and locally-configurable collaboration tool that creates a common operating picture.

• With access to the Internet, authorized emergency managers and first responders, regardless of location, can enter and view incident information in WebEOC status boards.

• WebEOC Professional enables users to manage multiple incidents and daily events, assign and track missions and tasks, provide situation reports, manage resources, and prepare FEMA, ICS, and IAP reports.

E•SPONDER

• A software solution built on Microsoft SharePoint Server that enables multiple first response entities to share critical information when collaborating in the preparation, response, resolution, and review processes associated with daily activities, events, and incidents. It is highly customizable, and can be easily expanded to fulfill specific event/incident management needs that may exceed the capacity of an organization’s daily tools.

Parking Lot

• Is this technology worth pursuing in a Communications Plan?

• What else would we need to know about this?(Technology, operationally, cost, suppliers, training, other?)

• Where might we look for more info?

Don’t Forget About“Special Needs”

• Talk to co-workers with disabilities. If you have employees with disabilities ask about what assistance is needed. People with disabilities typically know what assistance they will need in an emergency.– Identify co-workers in your organization with special needs.

– Engage people with disabilities in emergency planning.

– Ask about communications difficulties, physical limitations, equipment instructions and medication procedures.

– Identify people willing to help co-workers with disabilities and be sure they are able to handle the job. This is particularly important if someone needs to be lifted or carried.

– Plan how you will alert people who cannot hear an alarm or instructions.

Wrap Up

• Most companies today take business continuity seriously, but many neglect to consider how to keep employees, partners and customers connected. But with a workforce that’s increasingly virtual, more organizations face more business interruptions, even if they occur only on a local level.

• Companies that have a clear, well designed plan in place for keeping communications open during and after an event will be better able to truly maintain continuous operations than those that don’t. Tools that can help companies stay in touch with employees, and help employees stay in touch with one another, as well as partners, customers and suppliers, include audio conferencing, video conferencing, online collaboration and presence information.

• Although many companies use many of those technologies on a regular basis, they may not be leveraging them for business continuity. But they should—to maximize the benefits of the tools themselves, and ensure that no disruption gets the better of their business.

How To Communicate With Me

Tim Bonno–(mobile) 314.960.9472

–(Email) tjb0000@swbell.net

–(LinkedIn) www.linkedin.com/in/timbonno