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Emergency Communications Management
Jonathan RoodCIO and Associate VP, San Francisco State University
Laine KenellerBusiness Continuity Planner & Project Manager,
University of California, Davis
Rodney PetersenGovernment Relations Officer, EDUCAUSE
Real time Connections With Technology
Emergency Communications Management
Planning for the
UN-planned
EDUCAUSE
Western Regional Conference 2008
Emergency Communications System
“Great Expectations”
• Can notify 40K individuals in seconds• Will be able to explain exactly what action to take• Will know when to send updates and what information to include • Everyone will know what to do – especially faculty, as students
will turn to them in a crisis• Appropriate individuals will be available at the exact start of the
emergency and be available to collaborate
Emergency Communications System in Practice (Reality Check)
– Takes time to make messages that are clear, instructive– Need many backups of responsible assigned staff– Overlapping messages may cause confusion– Txt and voice message must be brief – but recipients have many
questions– System is needed beyond initial incident: Plan beyond the
message, with pre-established roles for faculty, staff, managers– Message should follow pre-set guidelines which include:
• message delivery times• anticipated number of follow-up notices • user comprehension• type of emergency• understanding of pre-established leadership roles• all established procedures
System Requirements:More Than a Little Software
Extensive feature set, including:
• Schedule/send to multiple phones peer user plus text, e-mail, TTY• Group management• Reporting tools with statistical results• Contact administration for delete, add, change• Assurance that calls have priority routing• Hassle-free data upload with flexible attributes
• Adoption of city / state emergency communication systems
• Tap into civic services / notifications
• Two-way communication: call / response for skilled resources – e.g., need available electricians/nurses/language translators– Identification, notification, and authentication by skill/certification
• Campus can both request and provide resources
Integration with Civic Infrastructure
Ready, Set, …Delivering a System
• Need policies, procedures, task assignments
• Who’s involved? University Police, Information Technology, Human Resources, Public Relations / Communications, Enrollment Services and Registrations, Student Affairs, Health Center, Faculty Affairs, Administration & Finance and more
• Security of personal data and policies for use of contact data
• Collecting data…how to encourage, mandate vs. opt-in
• Testing, small, medium and full scale
• Creating a feedback loop
• Ongoing review process
UC Davis began RFP process UC Davis began RFP process in June of 2006 in June of 2006
Committee representation from Committee representation from Police Department, Operations Police Department, Operations and Maintenance, Purchasing and Maintenance, Purchasing
and IETand IET
September 2007, the last September 2007, the last phase in the purchase phase in the purchase process was completedprocess was completed
UC Davis Emergency UC Davis Emergency Notification SystemNotification System
We Have Your Number!We Have Your Number!
Chancellor’s Taskforce Chancellor’s Taskforce created in October 2007created in October 2007
API built from on-line API built from on-line directory to WARNdirectory to WARN
54,000 records uploaded 54,000 records uploaded
December 2007, December 2007, Chancellor sent email Chancellor sent email asking faculty & staff to asking faculty & staff to update contact infoupdate contact info
Network TestNetwork Test
5 separate tests5 separate tests
Clearly defined goalsClearly defined goals
2 day time frame2 day time frame
13,000 participants13,000 participants
Staff, Faculty & Staff, Faculty & StudentsStudents
Interesting Test FactsInteresting Test FactsFirst message acknowledged 1 second from test initiation
Number of emails delivered on campus within 5 seconds: 76%
March Incident: Approx March Incident: Approx 55,000 emails sent and 55,000 emails sent and received within 16 minutesreceived within 16 minutes
Speed of Delivery per Device:1. SMS Text Messaging / Cell2. Email3. Work Phones4. Pagers
Technical Issues IdentifiedTechnical Issues Identified
Incoming carrier trunk capacity issuesIncoming carrier trunk capacity issues
““Missing” calls not received during testMissing” calls not received during test
Majority of pager messages not deliveredMajority of pager messages not delivered
Approximately 800 emails unaccounted forApproximately 800 emails unaccounted for
What’s Next?What’s Next?
Modify on-line directory to accept Modify on-line directory to accept emergency informationemergency informationPublic Awareness CampaignPublic Awareness CampaignDetermine ongoing testing scheduleDetermine ongoing testing scheduleIn the absence of industry standards, need In the absence of industry standards, need to establish UC System benchmarkto establish UC System benchmark– What % of population should be notified?What % of population should be notified?– How soon should they be notified?How soon should they be notified?– Continuous improvementContinuous improvement
Implementation Tool KitImplementation Tool Kithttp://vpiet.ucdavis.edu/ems/http://vpiet.ucdavis.edu/ems/
Functional RequirementsFunctional RequirementsRFP RFP Vendor Scoring MatrixVendor Scoring MatrixChancellor’s Charter LetterChancellor’s Charter LetterEmergency Notification PolicyEmergency Notification PolicyTest PlanTest PlanTest ResultsTest ResultsCommunication PlanCommunication PlanFAQ’sFAQ’s
Discussion
Share your experiences and questions with your colleagues as together we sketch out a roadmap to providing this important service. Who must be involved in the planning and management of these systems? What policies are needed? What is happening on your campus? Other questions?