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Emergency Communications Management

Emergency Communications Management. Jonathan Rood CIO and Associate VP, San Francisco State University Laine Keneller Business Continuity Planner & Project Manager, University of California, Davis Rodney Petersen Government Relations Officer, EDUCAUSE. Real time Connections

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Emergency Communications Management

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  1. Emergency Communications Management Jonathan Rood CIO and Associate VP, San Francisco State University Laine Keneller Business Continuity Planner & Project Manager, University of California, Davis Rodney Petersen Government Relations Officer, EDUCAUSE

  2. Real time Connections WithTechnology Emergency Communications Management EDUCAUSE Western Regional Conference 2008 Planning for the UN-planned

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. UC Davis began RFP process in June of 2006 Committee representation from Police Department, Operations and Maintenance, Purchasing and IET September 2007, the last phase in the purchase process was completed UC Davis Emergency Notification System

  9. We Have Your Number! • Chancellor’s Taskforce created in October 2007 • API built from on-line directory to WARN • 54,000 records uploaded • December 2007, Chancellor sent email asking faculty & staff to update contact info

  10. 5 separate tests Clearly defined goals 2 day time frame 13,000 participants Staff, Faculty & Students Network Test

  11. Interesting Test Facts First message acknowledged 1 second from test initiation • Speed of Delivery per Device: • SMS Text Messaging / Cell • Email • Work Phones • Pagers Number of emails delivered on campus within 5 seconds: 76% March Incident: Approx 55,000 emails sent and received within 16 minutes

  12. Technical Issues Identified • Incoming carrier trunk capacity issues • “Missing” calls not received during test • Majority of pager messages not delivered • Approximately 800 emails unaccounted for

  13. What’s Next? • Modify on-line directory to accept emergency information • Public Awareness Campaign • Determine ongoing testing schedule • In the absence of industry standards, need to establish UC System benchmark • What % of population should be notified? • How soon should they be notified? • Continuous improvement

  14. Implementation Tool Kithttp://vpiet.ucdavis.edu/ems/ • Functional Requirements • RFP • Vendor Scoring Matrix • Chancellor’s Charter Letter • Emergency Notification Policy • Test Plan • Test Results • Communication Plan • FAQ’s

  15. 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?

  16. Resources • EDUCAUSE Emergency Communications Constituent Grouphttp://www.educause.edu/15272 • EDUCAUSE Connect: Emergency Notification Systemshttp://connect.educause.edu/term_view/Emergency+Notification+Systems • NACUBO Campus Safety and Security Projecthttp://www.nacubo.org/x10053.xml

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