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Public Emergency Alert Training

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1 Public Emergency Alert Training
3/31/2017 Public Emergency Alert Training Presented by County of Santa Clara Office of Emergency Services January 2010 AlertSCC Emergency Alert Training

2 Welcome 3/31/2017 ALERTSCC TEAM
AlertSCC Training Specialist: Cindy Nelson Sr. Emergency Planning Coordinator : Ken Foot Emergency Planning Coordinator: Chris Schwartz Application and Joint Application Development Specialist: Adriana Leyva ISD Sr. IT Project Manager: Jeri Bockian AlertSCC Emergency Alert Training

3 Housekeeping Emergency Exits Restrooms and Cafeteria
3/31/2017 Housekeeping Emergency Exits Restrooms and Cafeteria Food and Drink Policy Cell Phones Breaks Computer Use and Hands-on Tasks AlertSCC Emergency Alert Training

4 Emergency Alert System
3/31/2017 What is AlertSCC? Emergency Alert System Any Time Any Place Any Event Any Device Instantly or Pre-scheduled Broadcast By Zip Code or Geographic Zone Land Line (TTD/TTY) Mobile (Voice & SMS) AlertSCC is <click> a broadcast notification system that enables you to send priority and outreach messages <click> any time, both instantly and pre-scheduled <click> any place, by zip code or geographic zone <click> in response to any event such as terrorism, earthquakes, school closures, crimes and missing children, hazards and polling <click> to any device such as landlines, including TTY devices for the hearing impaired, mobile phones both voice and text, and . AlertSCC – Any Time – Any Place – Any Event – Any Device. Child Abduction Earthquake Terrorism School Closure Crime in Progress Survey &Polling Hazards AlertSCC Emergency Alert Training

5 3/31/2017 Examples of Use Any Crime Event Escaped Prisoner Evacuations Earthquake Robbery or Kid Napping West Nile Virus Alert Bomb Threat Spare the Air Day AlertSCC Crimes Environment Utilities Information Internal Uses Health Disasters HazMat Incidents Weather Advisory & Preparedness Pesticide/Herbal Spraying School Closure Chemical Leak Help Power Outage Pandemic Flu Road Closure Infectious Disease IT Software Change Breaking News Use AlertSCC anytime you need to share time-sensitive information with your community. DSW &COOP Call to Service Water/Gas Incidents School Closure BOS BOS/CEO Messages to Staff Newsletter IT Security Notifications (i.e. Virus Attacks) Notices Media Notifications Suspect at large AlertSCC Emergency Alert Training

6 AlertSCC Definition AlertSCC is Santa Clara County’s regional public mass notification system that keeps people informed of time-sensitive emergency events

7 Stay Informed – Stay Connected
3/31/2017 Stay Informed – Stay Connected Broadcast Messages to Thousands of People at Once Time-Sensitive Information Emergency Alerts Community Notifications AlertSCC STAY INFORMED – STAY CONNECTED is our slogan. When you think of AlertSCC, think of sending thousands of messages at once, sending time-sensitive information, emergency alerts, and coming soon, community notification. Schools Residents Businesses Other Cities and Counties Police Departments Fire Departments AlertSCC Emergency Alert Training

8 Audience Types Public Employee (External) (Internal)
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.


10 Three Ways to Send Messages
3/31/2017 Three Ways to Send Messages Priority Survey Outreach Priority enables you to send an urgent message to all available phone numbers and addresses for all selected contacts Outreach enables you to send a community awareness message to the primary phone number only, plus , for all selected contacts There are three methodologies for sending messages: Priority, Outreach and Survey. A Priority message… 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 AlertSCC Emergency Alert Training

11 Outreach & Survey Examples
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

12 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

13 Priority Message Examples
Non-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

14 AlertSCC System View Connect-CTY (BCI Web-based Software Service)
AlertSCC (Countywide Emergency Alert System) City System (15 Cities + County Notification System)

3/31/2017 Agency Structure EXTERNAL INTERNAL SCC_CONTROL Level 1 SCC_EMERGENCY_ONLY E911 DATA SCC_SHO COUNTY/CITY MAIN COUNTY/CITY MAIN . . . Level 2 UNINCORPORATED SCC 411 & WEB DATA AGENCY EMPLOYEE DATA AGENCY EMPLOYEE DATA Level 3 CITY 411 & WEB DATA CITY 411 & WEB DATA Level 4 Public Notifiers can view contact data at their assigned permission level and two levels below, but no levels above. AlertSCC Emergency Alert Training

Agency Structure 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. SCC_CONTROL 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. SCC_EMERGENCY E911 DATA 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. UNINCORPORATED SCC 411 & WEB DATA 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. CITY 411 & WEB DATA CITY 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.

17 3/31/2017 Public Data Message Type E911 Data BCI Data (411) Portal Data (self-subscribe) Custom Data (client lists, etc.) Priority – Emergency X Priority – Non-emergency Community Outreach Interactive Survey Priority: Message is sent to all available phone numbers for each contact, plus and text messaging if available Outreach: Message is sent to the primary phone number for each contact, plus 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 There are four types of data that is available for our use, or will be available soon. First, there is the E911 data. SCC has purchased emergency 911 data from AT&T for the entire county, which is about 900,000 contact points. In addition, BlackBoard Connect (BCI) supplies publically available contact information. Think of this as the local White Pages, which BCI has downloaded on our behalf. In August, in conjunction with the AlertSCC advertising campaign, we will be announcing that people can go online and self-register. This is what we call portal data. People will be able to register cell phones, addresses and other secondary contact phone numbers. The E911 data only gives us primary residential and business phones. Custom data is beyond the scope of this class right now, but it is employee data and special collections of data, like if your municipality runs a utility, we can grab the utility contact information and load it into the system. This data is used with the system’s groups feature, which is taught in the internal/employee data class. By law, you cannot use 911 data for any purpose other than an emergency. AlertSCC Emergency Alert Training

18 Web Portal Registration

19 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.

20 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.

21 User Roles Administrator X Notifier Data Manager Authorizer
3/31/2017 User Roles Send Priority Message Send Outreach Message Send Survey Message Manage Contacts Manage Users Authorize Messages Administrator X Notifier – Priority – Non-Priority Data Manager Authorizer AlertSCC Emergency Alert Training

22 Other Roles You 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.

23 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 City Policies Procedures SCC Policies & Procedures Connect-CTY Policies & Procedures

24 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) (4-CTY-411) This contact information is also provided in the Quick Start Guide



27 How to Login

28 Connect-CTY You will receive an message usually within 48 hours of all necessary documentation being completed. The 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 to sign in as needed

29 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 reminder from BCI when it’s time

30 New user will receive the following email
New user will receive the following . 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

31 Enter your password. A green check will appear next to each password requirement as you fulfill the requirements. Select 5 security questions and enter appropriate answers

32 Change your Password on Personal Info tab
3/31/2017 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) Primary and Secondary phone numbers are used by BCI to contact you if there is a problem with the message you sent. If you are an authorizer, those numbers will be your listed contact numbers. The subscriptions options enable you to receive messages anytime someone sends a message. Note, the Subscription Phone field must contain data before you can select subscription options. AlertSCC Emergency Alert Training

33 Go to to access Connect-CTY

34 Enter your username and password

35 Your location within the agency structure
System activity for the month, for your login. A bulletin board used to post tips and news to system users Lists recent messages sent and/or scheduled to be sent 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 to BCI, which will be forwarded to OES

36 How to Create a Message

37 To send a message, select message type from this menu, or

38 Click Agency Info (for Priority Emergency only)
Change the Main Phone to your agency designated phone number Click Save

39 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

40 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

41 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

42 Message Field Definitions
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, , 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”

43 Option 1a (cont.) – Call Instructions Dial number as listed
3/31/2017 Emphasize the importance of listening to the message before sending it to make sure there is no unwanted background noise or conversations included in the message. I was told of a story where a mayor recorded and sent a message, and his wife could be heard in background calling him names on the recording. Just make sure your message sounds exactly as you want it to sound before sending it because once you send it, there’s nothing you can do except wrestle with the thoughts over “I could have, should have, if only I would have.” Option 1a (cont.) – Call Instructions Dial number as listed Enter User ID and Box ID as listed Follow phone prompts as required AlertSCC Emergency Alert Training

44 Option 1b – Edit Existing Message
Edit existing message by clicking next to the message, or Click

45 Option 1b (cont.) – Edit Message Setup Change message title
3/31/2017 Option 1b (cont.) – Edit Message Setup Change message title Select preferred language Select delivery types, and click Tip: Need more help? Click Authorizers, which we will discuss in a few minutes, are required to use a pin number to listen to the recorded message that they need to approve. But this check doesn’t pertain to authorizers. If you check this PIN box, all of the contacts that you select will have to use a pin number to listen to the alert message. Usually, we do not use this option when sending an emergency alert because the general public does not pin numbers. This option can be useful when sending important messages to employees in which you want to make sure they, and they alone, receive the message on their home phone rather than another family member who may listen to the message and then delete it. That said, the county will allow each jurisdiction to define the use of the PIN option. Until your jurisdiction has a policy in place regarding PIN number use, do not use this option. AlertSCC Emergency Alert Training

46 How to Select Contacts

47 Four Ways to select Contacts:
Select by List and filter contacts using one or all of the filter criteria in step A Select Groups (for internal messages) Select By Map Click then Exclude Contacts or Include Contacts to complete list

48 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.

49 In Step A, enter an address and click to define map center
3/31/2017 Select By Map Click Select By Map In Step A, enter an address and click to define map center In Step B, select either Radius, Polygon or Donut Define Radius area, or define Donut inner and outer radius, or define Polygon by clicking on map (minimum or three points required) Select recipients. Click The donut is typically used when you’ve already sent one alert message to contacts within a radius, which is defined here by the inner circle of the donut, and now you want to increase the circumfrence of the area of notification without re-notifying the first group of contacts. For example, a haz-mat or wild fire incident has escalated and may now pose a danger to much wider area than originally thought. Connect-CTY also supports the importing of GIS shapefiles, which is another way of geographically defining an area. This is an option that can be implemented, or not, by your jurisdiction. AlertSCC Emergency Alert Training

50 Using a Shapefile Click Advanced Options drop- down menu Select Upload Shapefile from the menu

51 Using a Shapefile Browse directory and locate shapefile NOTE: Do not unzip the Shapefile Click Submit View results

52 Schedule Delivery

53 Schedule the message for delivery for either now or later, then click

54 3/31/2017 RING! RING! If your cell phones are muted, please un-mute them for this exercise. AlertSCC Emergency Alert Training

55 Authorize & Confirm


57 Authorization is Required When…
3/31/2017 Authorization is Required When… Exceeds 1% of contact records, which is approximately 15,000 contacts Percentage of Contacts Messages sent between 10:00 p.m. and 6:00 a.m. Time of Day OR If you are logged on at the 911 level, these are the default settings for authorization triggers. These defaults are set by the county and cannot be changed; however, each jurisdiction has the ability to set the default authorization parameters at the 411 data level and below. How to change the authorization parameters is discussed in another class. Note: These are default settings for 911 level. Thresholds for other agencies will be different. AlertSCC Emergency Alert Training

58 Confirm that all message criteria is correct. The
symbol indicates an area that requires action, such as authorization required or no SMS addresses in contact list.

59 Select an Authorizer from the list by clicking their name
Select an Authorizer from the list by clicking their name. An 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.

60 Authorizing a Message Call the Connect-CTY number listed on the card
3/31/2017 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 John Smith receives a call at 2:00 a.m. from a Priority Notifier asking him to authorize a message. You can also use a Dial-In Messaging Card to create a message. To be setup as an authorizer, contact KEN Foot. AlertSCC Emergency Alert Training

61 Questions Authorizers Should Ask?
3/31/2017 Questions Authorizers Should Ask? Why are you sending a Priority message? (incident facts) What is the city’s response to the incident? (Police, Fire Dept., other) Is this a Priority Emergency (E911 data) or Priority Non-Emergency (411 data)? How did you select the contacts? How many contacts will receive the message? Will the message be sent outside of our sphere of influence? If so, did you contact the other jurisdiction(s)? Is this many contacts absolutely necessary? Or, did you consider including contacts in X area of town? Did you change the callback phone number to the agency’s number and record an appropriate voice message? Did you update our Website with pertinent information concerning this alert? AlertSCC Emergency Alert Training

62 Authorization Guidance
3/31/2017 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 AlertSCC Emergency Alert Training

63 Review Log and Reports

64 Check the Log to confirm that your message completed distribution.

65 Click to determine distribution success.

66 Select the Reporting tab for detailed information on your broadcast delivery

67 Wrap-Up Complete online survey
3/31/2017 Wrap-Up Complete online survey Sign Your User Responsibility Statement and mail to: Ken Foot County of Santa Clara Office of Emergency Services 55 W Younger Avenue, Suite 450 San Jose, CA For assistance with AlertSCC, contact: Ken Foot Senior Emergency Planning Coordinator or Chris Schwartz Emergency Planning Coordinator Cindy Nelson AlertSCC Training and Technical Specialist AlertSCC Emergency Alert Training

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