public emergency alert training presented by county of santa clara office of emergency services...
TRANSCRIPT
Public Emergency Alert Training
Presented byCounty of Santa Clara
Office of Emergency ServicesJanuary 2010
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Welcome
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Housekeeping
• Emergency Exits• Restrooms and Cafeteria• Food and Drink Policy• Cell Phones• Breaks• Computer Use and Hands-on Tasks
What is AlertSCC?
Emergency Alert
System
AnyTime
AnyPlace
AnyEvent
AnyDevice
Crime in Progress
Earthquake
School Closure
Hazards
Terrorism
Survey &Polling
By Zip Code or Geographic Zone
Instantly orPre-scheduled
Land Line(TTD/TTY)
Mobile(Voice & SMS)
Broadcast
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Child Abduction
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Examples of Use
AlertSCC
Crimes
Environment
Utilities
InformationInternal Uses
Health
DisastersHazMat Incidents
West Nile Virus Alert
Pesticide/HerbalSpraying
Escaped PrisonerRobbery or Kid Napping
Any Crime Event
Bomb Threat
School Closure
Spare the Air Day
EvacuationsEarthquake
Weather Advisory& Preparedness
Pandemic Flu
InfectiousDisease
Road Closure
Power Outage
Chemical LeakHelp
Water/GasIncidents
Media NotificationsSuspect at large
Newsletter
Breaking News
School Closure
BOS
BOS/CEO Messages to Staff IT Security Notifications
(i.e. Virus Attacks)
IT Software Change
DSW &COOPCall to Service
Notices
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AlertSCC Definition
AlertSCC is Santa Clara County’s regional public mass notification system that keeps people informed of time-sensitive emergency events
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• Broadcast Messages to Thousands of People at Once• Time-Sensitive Information• Emergency Alerts• Community Notifications
Stay Informed – Stay Connected
AlertSCC
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Audience Types
Employee
(Internal)Public
(External)
The general public within your jurisdiction and surrounding sphere of influence
City or county employees within
your jurisdiction or agency
Note: The EMPLOYEE notification process is outside the scope of this class.
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Three Ways to Send Messages
Priority
Survey
Outreach
Priority enables you to send an urgent message to all available phone numbers and email addresses for all selected contacts
Outreach enables youto send a community
awareness message to the primary phone number
only, plus email, for all selected contacts
Survey enables you to query your contacts and receive a response. A survey consists of one question and a choice of up to five responses
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Outreach & Survey ExamplesSurvey•Pin-point power outage problems•Determine attendance for community
events•Informal polling on city issues•Determine opinion on local service
provider changes
Outreach•Tainted food recall•Holiday parades and road closures•Scheduled street or bridge maintenance•Weather advisory and preparedness •Mountain lion sighting•Town Hall meeting•Volunteers needed
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Two Types of Priority Messages
Emergency
Non-Emergency
Priority
A Priority Emergency is an incident that poses an imminent threat to human life or health that is actionable
A Priority Non-Emergency is an unscheduled, unplanned event that may have an immediate impact on the community although it is not life threatening
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Priority Message ExamplesNon-Emergency•Child abduction or missing person•Traffic accident – road closure•Shelter location and availability•Post-earthquake updates•Estimated time of resolution for a utility outage•Chemical spills
Emergency•Active shooter in the area•School evacuation due to trouble•Hostage situation•Wildfire evacuation•Rioting and street closures•Any random act of violence that is still in progress•Chemical spill
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AlertSCC System View
Connect-CTY(BCI Web-based Software Service)
AlertSCC(Countywide Emergency Alert System)
City System(15 Cities + County Notification System)
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EXTERNAL
UNINCORPORATED SCC
411 & WEB DATA
Agency Structure
Public Notifiers can view contact data at their assigned permission level and two levels below, but no levels above.
SCC_CONTROL
Level 1
Level 2
Level 3
Level 4
CITY411 & WEB
DATA
COUNTY/CITYMAIN
COUNTY/CITYMAINSCC_SHO
CITY411 & WEB
DATA
SCC_EMERGENCY_ONLYE911 DATA
INTERNAL
AGENCYEMPLOYEE DATA
AGENCYEMPLOYEE DATA
. . .
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Agency Structure
UNINCORPORATED SCC
411 & WEB DATA
Database records are separated according to the source of origin. 911 data from AT&T and Verizon can be used only for emergency messaging. 411 and self-registration data can be used for broader uses.
SCC_CONTROL
CITY411 & WEB
DATA
SCC_EMERGENCYE911 DATA
E911 database for all of SCC. Public Notifiers at this level
may send messages to E911 contacts (i.e., all county
residents and businesses), and all Non-E911 county
contacts from the levels below.
Contact data from White Pages, 411, and resident and business direct registration. Public Notifiers at this level may send messages to Non-
E911 contacts for their jurisdiction only.
Contains contact data for county unincorporated areas that do not fall within a city
boundary. Public Notifiers with permission at this level may send messages to Non-E911 contacts and other contact
data below.
SCC_OES (a.k.a. SCC_CONTROL) has visibility to
contact data two levels below and can send messages to both
E911 contacts and Non-E911 contacts on behalf of all
jurisdictions as well as assist with system administration
issues.
CITY411 & WEB
DATA
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Public DataMessage Type E911
DataBCI Data
(411)Portal Data (self-
subscribe)
Custom Data
(client lists, etc.)
Priority – Emergency X X X
Priority – Non-emergency X X X
Community Outreach X X X
Interactive Survey X X X
• Priority: Message is sent to all available phone numbers for each contact, plus email and text messaging if available
• Outreach: Message is sent to the primary phone number for each contact, plus email and text messaging if available
• Survey: Message is sent only to the primary phone number for each contact, recipient can answer questions using their phone keypad
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Web Portal Registrationwww.alertscc.com
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Definition of Key Roles• Notifier – Sends and monitors AlertSCC messages for their jurisdiction.
Notifiers are usually 911 dispatchers, or police, fire or OES first responders.
• Authorizer – Approves the content and contacts for messages with a large distribution and/or sent during rest hours. Authorizers are usually people of authority who are knowledgeable of city emergency practices and procedures. Candidates for this position might be the City Manager, OES Director, Chief of Police, etc.
• Data Manager – Keeps their agency’s database current by adding and deleting contacts. This person has good data entry skills and an eye for detail.
• Administrator – Adds, deletes and modifies user accounts and regularly tests the system. They may also maintain the contacts database. This person is usually someone within the IT department.
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User Capabilities
Role Agency Capabilities
Role – Everyone is assigned a role, such as emergency notifier, non-emergency notifier, administrator, etc. But the role is further defined by the agency.
Agency – The agency is either your city jurisdiction, which includes the sphere of influence, or your internal employee community. For some people, the internal community can be just their department or campus; whereas for others, it can be all city employees.
The combination of your assigned role and agency determines your user capabilities.
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User RolesSend
Priority Message
Send OutreachMessage
Send Survey
Message
Manage Contacts
Manage Users
Authorize Messages
Administrator X X X X X
Notifier – Priority
X X X
Notifier – Non-Priority
X X
Data Manager X
Authorizer X
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Other RolesYou are also a potential message recipient:• Employee (for internal messages)
• County resident (for public-facing messages)
• Business interest (for public-facing messages)
Register on the AlertSCC public portal.
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AlertSCC Policies and Procedures
• Definitions• Authorization for Use
– Participant Agreement– User Responsibility Statement
• Users MUST comply with SCC Policies and Procedures
• Acceptable Use– Call authorization– Different types of messages– Use of contact data
• Security and User Administration– User accounts and passwords
• Standards and Conventions– Message standards– Naming conventions
CityPolicies
Procedures
SCC Policies & Procedures
Connect-CTY Policies & Procedures
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Administration and Support
• SCC OES role• Compliance with policies
– User Responsibility Statement
• User access management– How to get a user account
• How to get help– How to request a password reset (forgot your password)– 24-hour Client Care with BCI– Users may receive system maintenance messages directly from BCI
24-hour BCI Client Care Line: (877) 428-9411 (4-CTY-411)E-mail: [email protected]
This contact information is also provided in the Quick Start Guide
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How to Login
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Connect-CTY
• You will receive an email message usually within 48 hours of all necessary documentation being completed. The email will contain a link to your Personal Info page, where you need to enter a new Password and set Five Security Password Questions. The link is good for 7 days only
• After your password is set, you can go to www.blackboardconnect.com to sign in as needed
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About Your Login• If you are a Public Notifier, your usernames will be in
the form of first.last.911 and first.last.411• If you have Employee Notifier capability, your
username will be in the form of first.last• You are required to change your password once a
year. You will receive an email reminder from BCI when it’s time
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New user will receive the following email. User clicks the link to go to his profile page, where he can set his password and security options. NOTE: This link is good for 7 days
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1. Enter your password. A green check will appear next to each password requirement as you fulfill the requirements.
2. Select 5 security questions and enter appropriate answers
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Click Account Info • Change your Password on Personal Info tab• Enter Primary and Secondary Phone• Enter Subscriptions Phone• Select Subscriptions: your preference• Enter 5-digit Dial-in PIN (0-9)
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1. Go to www.blackboardconnect.com to access Connect-CTY
2. Click
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1. Enter your username and password2. Click
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System activity for the month, for your login.
Lists recent messages sent
and/or scheduled to be
sent
Your location within the agency
structure
All features are enabled in this mode except the
ability to send messages. This mode uses live data (e.g. if you delete someone, they will be removed from the database.)
Sends an email to BCI, which
will be forwarded to
OES
A bulletin board used to post
tips and news to system users
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How to Create a Message
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To send a message, select message type from this
menu, or
To send a message, select message type from this
menu, or
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Click Agency Info (for Priority Emergency only)• Change the Main Phone to your agency
designated phone number• Click Save
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• Select an existing message by clicking the radial button next to the message and click
• Preview messages by clicking • Edit an existing message by clicking
• Create a new message by clicking
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Option 1a – Create New Message
• Type a new message in the text window or select a script from the drop-down menu
• Optimal message length is less than 50 seconds
• Spell check all messages
• Optionally, check box to save message as new script
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Standard Message Components
• Caller identification– Type of message (AlertSCC)– Who is sending the message (county/city name)
• Greeting– Sender name, title, organization– Intended recipients– Date and time
• Purpose of the call– What is the situation?
• Call to action– What should the recipients do?
• County / City response– What is being done about it?
• Close the call
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Message Field DefinitionsField Comments
Message Type
When you use a script to create a message, you will be able to choose only the scripts that match the message type, e.g. “priority” or “outreach”. If a script may be used for both types, create two copies of the script, one as “priority” and one as “outreach”.
Message Format
• Select Voice Message to enable recording a message with a human voice. This is the preferred method. • Text-to-Speech will enable your written message to be interpreted by a machine voice.
Delivery Type
Although the basic content may be the same for a particular purpose, scripts will have some variations for each of the the delivery types (phone, email, SMS). Create the script for the delivery type most likely to be used. Create the initial script for phone if multiple delivery types are likely to be used.
Template Name(Script Title)
Script names must follow the standard format: JJJ-AAA-xxxxxx-zzzzz
• “JJJ” is the jurisdiction code, such as SCC, SJS, MLP (see page 14 in the Policy and Procedure Manual for more jurisdiction codes)• “AAA” is the agency code (such as OES)•“xxxxxx” is the message description• (optional) “zzzzz” is the recipient description (such as “residents” or “employees”).
Example: “SCC-OES-Report to Assigned Location-employees”
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Option 1a (cont.) – Call Instructions
• Dial number as listed
• Enter User ID and Box ID as listed
• Follow phone prompts as required
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Option 1b – Edit Existing Message
• Edit existing message by clicking next to the message, or
• Click
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Option 1b (cont.) – Edit Message Setup
• Change message title
• Select preferred language
• Select delivery types, and click
Tip: Need more help? Click
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How to Select Contacts
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Four Ways to select Contacts:
1. Select by List and filter contacts using one or all of the filter criteria in step A
2. Select Groups (for internal messages)
3. Select By Map
4. Click then Exclude Contacts or Include Contacts to complete list
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When using your 911 account, you can select 411 and/or Web portal contacts while excluding E911 contacts. This is another way of selecting contacts although it’s not the preferred method.
Select By Map
1. Click Select By Map
2. In Step A, enter an address and click to define map center
3. In Step B, select either Radius, Polygon or Donut
4. Define Radius area, or define Donut inner and outer radius, or define Polygon by clicking on map (minimum or three points required)
5. Select recipients.
6. Click
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Using a Shapefile
1. Click Advanced Options drop-down menu
2. Select Upload Shapefile from the menu
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Using a Shapefile
1. Browse directory and locate shapefile
NOTE: Do not unzip the Shapefile
2. Click Submit
3. View results
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Schedule Delivery
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Schedule the message for delivery for either now or later, then click
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RING! RING!
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Authorize & Confirm
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Authorization is Required When…
• Exceeds 1% of contact records, which is approximately 15,000 contacts
Percentageof Contacts
• Messages sent between 10:00 p.m. and 6:00 a.m.Time of Day
Note: These are default settings for 911 level. Thresholds for other agencies will be different.
OR
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Confirm that all message criteria is correct. Thesymbol indicates an area that requires action, such as authorization required or no SMS addresses in contact list.
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Select an Authorizer from the list by clicking their name. An email window will open for you to enter a message. If this is a time-sensitive message, call the Authorizer to inform them of the pending message.
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Authorizing a Message• Call the Connect-CTY number listed on the card• Enter your ID number and 5-digit pin number on the
phone keypad• Connect-CTY will play the recorded message, then
prompt you to authorize the message• Press 1 to approve, press 2 to disapprove
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Questions Authorizers Should Ask?1. Why are you sending a Priority message? (incident facts)2. What is the city’s response to the incident? (Police, Fire Dept., other)3. Is this a Priority Emergency (E911 data) or Priority Non-Emergency
(411 data)?4. How did you select the contacts?5. How many contacts will receive the message?6. Will the message be sent outside of our sphere of influence?7. If so, did you contact the other jurisdiction(s)?8. Is this many contacts absolutely necessary? Or, did you consider
including contacts in X area of town?9. Did you change the callback phone number to the agency’s number
and record an appropriate voice message?10. Did you update our Website with pertinent information concerning
this alert?
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Authorization Guidance
• Each city needs to appoint enough Authorizers to ensure availability 24/7
• Authorizers should keep their dial-in messaging cards with them at all times
• Do not write your PIN on your card
Note: Contact Ken Foot at SCC-OES for additional message authorization guidance
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Review Log and Reports
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Check the Log to confirm that your message completed distribution.
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Click to determine distribution success.
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Select the Reporting tab for detailed information on your broadcast delivery
Wrap-Up• Complete online survey• Sign Your User Responsibility Statement and mail to:
Ken FootCounty of Santa ClaraOffice of Emergency Services55 W Younger Avenue, Suite 450San Jose, CA 95110-1721
• For assistance with AlertSCC, contact:Ken Foot Senior Emergency Planning Coordinator [email protected] or408-808-7803
Chris SchwartzEmergency Planning [email protected]
Cindy NelsonAlertSCC Training and Technical Specialist
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