cleveland county communications emergency psap backup plan

Cleveland County Communications Emergency PSAP

Backup Plan

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PSAP Back-up Plan for Cleveland County Communications

Table of Contents

Foreword 3

PSAP Backup Plan

I. About Cleveland County 4 II. History 4 III. Agencies Served and Call Volume 5 IV. Staffing/Positions/Workstations 6 V. Equipment 6 VI. Utilizing an Existing PSAP 6 VII. Distance and Map 7 VIII. Connection Between Center/Rerouting/Redundancy 8 IX. Transition 911 Call Answering 10 X. Backup Power System 10 XI. Radio Configuration 10 XII. Maintenance and Testing of Backup Center 10 XIII. Employee Needs 10 XIV. Cost 11 XV. Planned Upgrades 12

Appendix 1 Backup Center Activation Methodology 13 Appendix 2 Backup Center Activation Checklist 14 Appendix 3 Reversal to Normal Operations Checklist 16 Appendix 4 Names and Number Cited in Backup Plan 17 Appendix 5 Quotes 19 Appendix 6 Connectivity Diagram 25

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Foreword

The purpose of this plan is to provide a back-up site for Cleveland County Communications should the primary PSAP require evacuation, or experience an event that disables the call center.

This plan is a work in progress and will require frequent updating. It will be reviewed each time the plan is tested or implemented by all call center personnel.

A memorandum of Understanding (MOU) will be in place between involved agencies.

This plan is awaiting approval by the North Carolina 911 Board as a Back-up Center Plan and satisfies the requirements of N.C.G.S. 62A-46(e) (4a).

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I. About Cleveland County is nestled in the rolling piedmont of the southwestern portion of North Carolina situated in the foothills of the beautiful Blue Ridge Mountains. Our county is the gateway between Asheville and Charlotte. Cleveland County is centered between two of the largest metropolitan areas of the Carolinas-- Charlotte and Greenville/Spartanburg. Major highways serving Cleveland County are I-85, US 74, NC 150, NC 18, and NC 226. Cleveland County Communications is located at 100 Justice Place, Shelby, NC 28150. Estimated population is 100,000.

II. History This part of the plan provides general history about the Cleveland County PSAP. Cleveland County was established as a primary PSAP around 1989. It was determined that Cleveland County, Shelby Police Department and Kings Mountain Police Department would answer their own 911 calls, and if Fire or EMS was needed the call would be transferred to Cleveland County Communications. The communicators were assigned to shifts much like patrol officers, with oversight by a Communications Manager. The center was a three position communications center, until approximately March of 1998 when new furniture was purchased, adding a fourth position. In April of 2015, the center was again upgraded to a total of 6 positions, of which 5 are fully operational. Plans are in the works to make the 6th position operational during the 2016-2017 budget year. Cleveland County currently employs 18 full time Telecommunicators, 8 part time Telecommunicators, an Assistant Director and a Director.

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III. Agencies Served and Call Volume The Cleveland County PSAP serves the Cleveland County Sheriff’s Department, Boiling Springs Police Department, Gardner-Webb Police Department, and Grover Police Department with law enforcement related calls. The PSAP serves all of Cleveland County with EMS and Rescue service. Those agencies include: Cleveland County EMS Shelby Rescue Upper Cleveland Rescue Kings Mountain Rescue Kingstown Public Safety Additionally, the PSAP serves twelve volunteer and/or paid Fire Departments. Those agencies include: Bethlehem Fire Department Boiling Springs Fire & Rescue Department Casar Fire Department Fallston Fire Department Grover Fire Department Lawndale Fire Department Number Three Fire Department Number Seven Fire Department Oak Grove Fire Department Polkville Fire Department Shelby Fire & Rescue Department Waco Fire Department Cleveland County’s call volume for the 2015 year: Total CAD calls entered: 100,702 Total 911 Calls: 46,687 Total Admin (inbound): 65,397 Total ALL calls (inbound/outbound): 131,376

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IV. Staffing/Positions/Workstations

Currently, the Cleveland County PSAP has at least 3 consoles manned 24 hours per day. During peak hours of 11am-11pm the center is staffed with a minimum of 4 telecommunicators. On the rare occasion that no one is off or out sick, there are 5 telecommunicators on duty from 11am-11pm.

V. Equipment Software: Sungard OSSI CAD/Mobile Solutions Vendor: Sungard OSSI 911 Phone System: Solacom guardian Vendor: Wireless Communications Radio: 800 MHZ trunking radio system on a Motorola platform with approximately 1730 radios that include portable and mobile. (The equipment is 10 channels and the brains of the system is located at 209 Buffalo Street in Shelby, in a secure facility.) Vendor(s): Motorola, Cleveland County Electronic Maintenance Recording: Carolina Recording Audiolog System Vendor: Carolina Recording System

VI. Utilizing an Existing PSAP Cleveland County Communications plans to utilize Shelby Police Department as a back-up site. The police department is currently moving from 311 S. Lafayette Street to 130 W. Warren Street in Shelby. The police department expects to be fully moved in and operating from the W. Warren Street location by July 1, 2016, however, the facility is already functional and once the trunk lines are installed and equipment is purchased, we will be ready to utilize the training room in the event this back-up plan is activated. We plan to utilize all mobile equipment.

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VII. Distance Between Cleveland County PSAP and Shelby Police Department The approximate linear distance between the Cleveland County PSAP and Shelby Police Department is approximately 2,455 feet or 0.5 miles.

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VIII. Connection between Centers/Rerouting/Redundancy

Connectivity between the Cleveland County Law Enforcement Center, the City of Shelby Police Department, and the Washington Street RF transmitter site is provided by 12 strand single mode fiber connected to a RAD FCD-155E at each location. The fiber is installed in a Self-healing ring configuration.

Redundancy is provided by the ring configuration. During normal use, traffic is routed in the direction of the shortest path toward its destination. In the event of the loss of a link, or of an entire site, the two nearest surviving stations ‘loop back’ their ends of the ring. In this way, traffic can still travel to all surviving parts of the ring, even if it has to travel ‘the long way around’.

A second break in the ring may divide it into two sub-rings, but in such a case each sub-ring will remain functional.

Cleveland County

LEC

12 Strand Single Mode 12 Strand Single Mode

Washington Street Master Site 12 Strand Single Mode City of Shelby RF Transmitter Police Department

Cleveland County Backup 911 PSAP radio communications will consist of the following:

5 each: APX6500 control stations using desk mics (1 per console position). Each control station will be programmed to use on Cleveland County’s Motorola 800MHz trunking system and will also have the NCSHP statewide VIPER template programmed in them for interoperability.

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Replication between the CAD servers will be done by a software product called NeverFail. The primary CAD server’s data will continually be replicated to the backup server. Upon execution of the backup plan, the backup server will be promoted to primary, and the primary will become the backup. The servers will be connect via a fiber optic loop between the Cleveland County LEC, City of Shelby PD and Washington Street Master Site. Please refer to Appendix 6 for Connectivity Diagram.

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IX. Transition 911 Call Answering 911 calls for Cleveland County automatically roll to Shelby Police Department. Shelby Police Department will be notified in the event this plan is implemented. Shelby Police Department will then communicate any calls they receive to Cleveland County via radio. AT&T will also be contacted to request that the lines be rerouted directly to Shelby PD Communications to avoid any delay. Once staff arrives at Shelby PD, AT&T will be contacted again to route lines to Cleveland’s secondary trunks.

X. Backup Power System Shelby has a Cummins Diesel Generator Model DGDA 60 Hz. 80 kW, 100 kVA Standby, and 72 kW, 90 kVA Prime. The Cummins Power Generator DG-series commercial generator is a fully integrated power generation system providing optimum performance, reliability, and versatility for stationary standby or prime power applications. All the equipment in the backup center will also be on smaller local UPS’s.

XI. Radio Configuration Cleveland County will utilize five Motorola APX6500 control stations. There will also be access to two portable Motorola XTS 2500’s if additional radios are needed.

XII. Maintenance and Testing of Backup Center The back-up systems will be tested monthly. Testing will include turning on equipment, performing any needed updates, testing connectivity, testing radios and checking UPS status. Mock walk through drills will be completed as needed during initial implementation and as new employees are added.

XIII. Employee Needs The back-up site will house necessary facilities for staff which include a full kitchen, showers, restrooms, and has space to accommodate temporary

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sleeping quarters if necessary. Shelby Police Department will keep a labeled box on site with door access cards to be given to Cleveland supervisors for building entry.

XIV. Cost

Description Price Each Ext Price Monthly Each

Ext Monthly Yearly Ext

Cleveland County Cost

6 - 911 Trunk Lines (at Shelby)

$389 $2,334 $13 $78 $936

3- Solacom Guardian Mobile Workstation Phones (includes software support & maintenance for year 1)

$12,378.72 $37,136.18 $0 $0 $6872.24

5 - Motorola APX6500 Control Station Radio's (non-eligible cost)

$4189 $20,945 $0 $0 $0

5 - Mag Mount 800MHz Antennas (non-eligible cost)

$39 $195 $0 $0 $0

5 - Dell Laptops for CAD

$1,143.63 $5,718.15 $0 $0 $0

Miscellaneous Cabling, Switches, Ports (estimated)

$0 $5,000 $0 $0 $0

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XV. Planned Upgrades Shelby Police Department already has enough desk chairs and tables to accommodate our staff. We will utilize existing rack space at Shelby PD for equipment. We can also provide an additional rack should additional space be needed. The remainder of page intentionally left blank.

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Appendix 1: Back-up Center Activation Methodology

In the event that the Cleveland County PSAP experiences an event that triggers the implementation of this back-up plan, the on duty staff at the facility must immediately notify the PSAP Director or Assistant Director. One of these two positions will make the call to implement the plan or not. Once the decision is made that a failover is necessary, the Back-up Center Activation Checklist (Appendix 2) will be executed to make the transition between the primary and the back-up site.

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Appendix 2: Back-up Center Activation Checklist for Cleveland County PSAP

Incident has occurred warranting the implementation of this PSAP Back-up Plan. The steps below may be altered depending on the situation that has occurred. (i.e. AT&T 911 lines are cut but building is occupied)

Notify the ranking on-duty patrol supervisor of evacuation plan activation.

Notify the on-duty ranking EMS supervisor of evacuation plan activation.

Contact the following:

o 911 Director (Lorie Poston) (c)980-295-8680,(h) 704-300-0256 o 911 Asst. Director (Stori McIntyre) (c)704-472-3370,(h)704-480-6432 o Director or Asst. Director will notify the following people that the plan has

been executed: • Cleveland County Manager (Jeff Richardson) 704-284-3692 • I.T. Director (Marty Gold) 704-492-5452 • E.M. Director (Perry Davis) 704-472-3648 • Elect. Maint. (Mark Dellinger) OR 704-472-8544

Daryl Sando 704-418-4180 • Chief of Police (Jeff Ledford) 980-522-6010

704-739-4289 • PSAP Manager (Terry Grayson) 980-522-6887

704-466-0082 • PSAP Liaison David Dodd 1-704-477-6171

[email protected] • Board Director Richard Taylor 1-919-754-6624

[email protected]

Notify Shelby PD Communications (704)484-6845 of activation and that our staff are enroute to their location.

o Upon arrival, retrieve the door lock card(s) from Shelby PD staff (For Supervisor control)

o Have Shelby PD send a DCI message to terminal PIB to alt-route Cleveland (CVC) to Shelby (SHA) terminal.

Contact AT&T to re-route our 911 calls to Shelby PD PSAP o Call the 911 service center at 1-800-553-2811 o Identify our call center to the operator (Our ID is 20CLEV911)

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Once all equipment has been set up and communicators are in place and ready to receive calls, AT&T shall be contacted again at 1-800-553-2811 to reroute calls to Cleveland’s secondary trunks.

On arrival at Shelby PD, the Asst. Director or Director will promote the backup CAD server at Shelby as the new primary CAD server (Neverfail).

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PSAP Back-up Plan for Cleveland County Communications Appendix 3: Reversal Back to Normal Operations Checklist Prior to deploying the reversal, key Communications, I.T., Electronic

Maintenance and AT&T 911 staff will meet in a coordinated effort to deem the original site functional.

The 911 Director has deemed the original site operational and called for

the reversal cut over The Asst. Director or Director will sync the backup CAD server at Shelby

with the original primary CAD server at the LEC. Deploy partial staff back to the primary PSAP.

Contact AT&T at 1-800-553-2811 and provide our user id (20CLEV911).

Request that they transfer calls back to the Cleveland primary trunks. Once transfer is complete, support staff and remaining personnel will

report back to the primary PSAP. Return door lock cards to Shelby PD staff. Have Shelby PD Communications to send a DCI message to terminal PIB

requesting alt route be removed from Shelby (SHA) and returned to Cleveland (CVC).

Asst. Director and/or Director will notify the following that operations have

returned to normal:

o County Manager (Jeff Richardson) 704-284-3692 o I.T. Director (Marty Gold) 704-492-5452 o E.M. Director (Perry Davis) 704-472-3648 o Elect. Maint. (Mark Dellinger) 704-472-8544 o Chief of Police (Jeff Ledford) 980-522-6010

704-739-4289 o PSAP Manager (Terry Grayson) 980-522-6887

704-466-0082 o PSAP Liaison (David Dodd) 704-477-6171 o Board Director (Richard Taylor) 919-754-6624

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Appendix 4: Names and Telephone Numbers cited in Backup Plan

Agencies

Cleveland County Communications 704-484-4822

Shelby Police Department 704-484-6845

911 Board

Board Director (Richard Taylor) 919-754-6624

PSAP Liaison (David Dodd) 919-754-6625

Cleveland County Key Personnel

911 Director (Lorie Poston) 980-295-8680

911 Asst. Director (Stori McIntyre) 704-472-3370

County Manager (Jeff Richardson) 704-284-3692

I.T. Director (Marty Gold) 704-492-5452

E.M. Director (Perry Davis) 704-472-3648

Elect. Maint. /Radio (Mark Dellinger) 704-472-8544

Elect. Maint. /Radio (Daryl Sando) 704-418-4180

Shelby Police Department Key Personnel

Chief of Police (Jeff Ledford) 980-522-6010 704-739-4289

PSAP Manager (Terry Grayson) 980-522-6887 704-466-0082

PSAP Supervisor (Amy Fredell) 980-522-3326 704-739-2855

IT Director (Mark Seagroves) 704-472-1419

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Vendors

Sungard CAD Support 888-222-6774

336-885-0911

Electronic Maintenance (Radios/Admin Lines) 704-484-4948

704-484-4994

Carolina Recording 888-661-0202

AT&T Support 800-553-2811

Cleveland: 20CLEV911

Shelby PD: 20CLES911

Wireless Communications 800-346-5525

704-597-5220

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Implementation Timeline

Task Duration Start Finish

Install new trunks 6 weeks 7/5/2016 8/16/2016

Order & Configure Phones 8 weeks 7/5/2016 8/30/2016

Order & Configure Radio’s 8 weeks 7/5/2016 8/30/2016

Order & Configure CAD 8 weeks 7/5/2016 8/30/2016

Move Secondary CAD Server 2 weeks 9/6/2016 9/20/2016 (3rd party – Neverfail)

City to run new fiber leg 120 days July 2016 Oct 2016

Test Radio System 1 week 11/7/2016 11/11/2016

Test CAD 1 week 11/7/2016 11/11/2016

Test Phones 1 week 11/7/2016 11/11/2016

Personnel Training 6 weeks 11/21/2016 1/3/2017

Backup Plan goes live 1 day 1/9/2017 1/9/2017

cleveland county communications emergency psap backup plan

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