Presentation on theme: "Public Emergency Alert Training"— Presentation transcript:
1 Public Emergency Alert Training 3/31/2017Public Emergency Alert TrainingPresented by County of Santa Clara Office of Emergency Services January 2010AlertSCC Emergency Alert Training
2 Welcome 3/31/2017 ALERTSCC TEAM AlertSCC Training Specialist: Cindy NelsonSr. Emergency Planning Coordinator : Ken FootEmergency Planning Coordinator: Chris SchwartzApplication and Joint Application Development Specialist: Adriana LeyvaISD Sr. IT Project Manager: Jeri BockianAlertSCC Emergency Alert Training
3 Housekeeping Emergency Exits Restrooms and Cafeteria 3/31/2017HousekeepingEmergency ExitsRestrooms and CafeteriaFood and Drink PolicyCell PhonesBreaksComputer Use and Hands-on TasksAlertSCC Emergency Alert Training
4 Emergency Alert System 3/31/2017What is AlertSCC?Emergency Alert SystemAny TimeAny PlaceAny EventAny DeviceInstantly orPre-scheduledBroadcastBy Zip Code or Geographic ZoneLand 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 AbductionEarthquakeTerrorismSchool ClosureCrime in ProgressSurvey &PollingHazardsAlertSCC Emergency Alert Training
5 3/31/2017Examples of UseAny Crime EventEscaped PrisonerEvacuationsEarthquakeRobbery or Kid NappingWest Nile Virus AlertBomb ThreatSpare the Air DayAlertSCCCrimesEnvironmentUtilitiesInformationInternal UsesHealthDisastersHazMat IncidentsWeather Advisory & PreparednessPesticide/Herbal SprayingSchool ClosureChemical LeakHelpPower OutagePandemic FluRoad ClosureInfectious DiseaseIT Software ChangeBreaking NewsUse AlertSCC anytime you need to share time-sensitive information with your community.DSW &COOP Call to ServiceWater/Gas IncidentsSchool ClosureBOSBOS/CEO Messages to StaffNewsletterIT Security Notifications(i.e. Virus Attacks)NoticesMedia NotificationsSuspect at largeAlertSCC Emergency Alert Training
6 AlertSCC DefinitionAlertSCC is Santa Clara County’s regional public mass notification system that keeps people informed of time-sensitive emergency events
7 Stay Informed – Stay Connected 3/31/2017Stay Informed – Stay ConnectedBroadcast Messages to Thousands of People at OnceTime-Sensitive InformationEmergency AlertsCommunity NotificationsAlertSCCSTAY 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.SchoolsResidentsBusinessesOther Cities and CountiesPolice DepartmentsFire DepartmentsAlertSCC Emergency Alert Training
8 Audience Types Public Employee (External) (Internal) The general public within your jurisdiction and surrounding sphere of influenceCity or county employees within your jurisdiction or agencyNote: The EMPLOYEE notification process is outside the scope of this class.
10 Three Ways to Send Messages 3/31/2017Three Ways to Send MessagesPrioritySurveyOutreachPriority enables you tosend an urgent messageto all available phonenumbers andaddresses for allselected contactsOutreach enables you to send a communityawareness message to theprimary phone numberonly, plus , forall selected contactsThere are three methodologies for sending messages: Priority, Outreach and Survey. A Priority message…Survey enables you to query your contacts and receivea response. A survey consists of one question and a choiceof up to five responsesAlertSCC Emergency Alert Training
11 Outreach & Survey Examples Pin-point power outage problemsDetermine attendance for community eventsInformal polling on city issuesDetermine opinion on local service provider changesOutreachTainted food recallHoliday parades and road closuresScheduled street or bridge maintenanceWeather advisory and preparednessMountain lion sightingTown Hall meetingVolunteers needed
12 Two Types of Priority Messages EmergencyNon-EmergencyPriorityA Priority Emergency is an incident that poses an imminent threat to human life or health that is actionableA 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-EmergencyChild abduction or missing personTraffic accident – road closureShelter location and availabilityPost-earthquake updatesEstimated time of resolution for a utility outageChemical spillsEmergencyActive shooter in the areaSchool evacuation due to troubleHostage situationWildfire evacuationRioting and street closuresAny random act of violence that is still in progressChemical spill
14 AlertSCC System View Connect-CTY (BCI Web-based Software Service) AlertSCC (Countywide Emergency Alert System)City System(15 Cities + County Notification System)
15 SCC_EMERGENCY_ONLY E911 DATA 3/31/2017Agency StructureEXTERNALINTERNALSCC_CONTROLLevel 1SCC_EMERGENCY_ONLY E911 DATASCC_SHOCOUNTY/CITY MAINCOUNTY/CITY MAIN. . .Level 2UNINCORPORATED SCC411 & WEB DATAAGENCY EMPLOYEE DATAAGENCY EMPLOYEE DATALevel 3CITY 411 & WEB DATACITY 411 & WEB DATALevel 4Public Notifiers can view contact data at their assigned permission level and two levels below, but no levels above.AlertSCC Emergency Alert Training
16 UNINCORPORATED SCC 411 & WEB DATA Agency StructureSCC_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_CONTROLE911 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 DATAContains 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 DATAContact 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 DATACITY 411 & WEB DATADatabase 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 3/31/2017Public DataMessage TypeE911DataBCI Data(411)Portal Data(self-subscribe)Custom Data(client lists, etc.)Priority – EmergencyXPriority – Non-emergencyCommunity OutreachInteractive SurveyPriority: Message is sent to all available phone numbers for each contact, plus and text messaging if availableOutreach: Message is sent to the primary phone number for each contact, plus and text messaging if availableSurvey: Message is sent only to the primary phone number for each contact, recipient can answer questions using their phone keypadThere 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
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 3/31/2017User RolesSend Priority MessageSend OutreachMessageSend Survey MessageManage ContactsManage UsersAuthorize MessagesAdministratorXNotifier– Priority– Non-PriorityData ManagerAuthorizerAlertSCC 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 DefinitionsAuthorization for UseParticipant AgreementUser Responsibility StatementUsers MUST comply with SCC Policies and ProceduresAcceptable UseCall authorizationDifferent types of messagesUse of contact dataSecurity and User AdministrationUser accounts and passwordsStandards and ConventionsMessage standardsNaming conventionsCityPoliciesProceduresSCC Policies & ProceduresConnect-CTY Policies & Procedures
24 Administration and Support SCC OES roleCompliance with policiesUser Responsibility StatementUser access managementHow to get a user accountHow to get helpHow to request a password reset (forgot your password)24-hour Client Care with BCIUsers may receive system maintenance messages directly from BCI24-hour BCI Client Care Line: (877) (4-CTY-411)This contact information is also provided in the Quick Start Guide
28 Connect-CTYYou 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 onlyAfter your password is set, you can go to to sign in as needed
29 About Your LoginIf you are a Public Notifier, your usernames will be in the form of first.last.911 and first.last.411If you have Employee Notifier capability, your username will be in the form of first.lastYou 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 3/31/2017Click Account InfoChange your Password on Personal Info tabEnter Primary and Secondary PhoneEnter Subscriptions PhoneSelect Subscriptions: your preferenceEnter 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 www.blackboardconnect.com to access Connect-CTY Click
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 usersLists recent messages sent and/or scheduled to be sentAll 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
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 numberClick Save
39 Select an existing message by clicking the radial button next to the message and click Preview messages by clickingEdit an existing message by clickingCreate 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 menuOptimal message length is less than 50 secondsSpell check all messagesOptionally, check box to save message as new script
41 Standard Message Components Caller identificationType of message (AlertSCC)Who is sending the message (county/city name)GreetingSender name, title, organizationIntended recipientsDate and timePurpose of the callWhat is the situation?Call to actionWhat should the recipients do?County / City responseWhat is being done about it?Close the call
42 Message Field Definitions CommentsMessage TypeWhen 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 FormatSelect 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 TypeAlthough 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 3/31/2017Emphasize 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 InstructionsDial number as listedEnter User ID and Box ID as listedFollow phone prompts as requiredAlertSCC Emergency Alert Training
44 Option 1b – Edit Existing Message Edit existing message by clicking next to the message, orClick
45 Option 1b (cont.) – Edit Message Setup Change message title 3/31/2017Option 1b (cont.) – Edit Message SetupChange message titleSelect preferred languageSelect delivery types, and clickTip: Need more help? ClickAuthorizers, 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
47 Four Ways to select Contacts: Select by List and filter contacts using one or all of the filter criteria in step ASelect Groups (for internal messages)Select By MapClick 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 3/31/2017Select By MapClick Select By MapIn Step A, enter an address and click to define map centerIn Step B, select either Radius, Polygon or DonutDefine Radius area, or define Donut inner and outer radius, or define Polygon by clicking on map (minimum or three points required)Select recipients.ClickThe 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 ShapefileClick Advanced Options drop- down menuSelect Upload Shapefile from the menu
51 Using a ShapefileBrowse directory and locate shapefile NOTE: Do not unzip the ShapefileClick SubmitView results
57 Authorization is Required When… 3/31/2017Authorization is Required When…Exceeds 1% of contact records, which is approximately 15,000 contactsPercentage of ContactsMessages sent between 10:00 p.m. and 6:00 a.m.Time of DayORIf 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 3/31/2017Authorizing a MessageCall the Connect-CTY number listed on the cardEnter your ID number and 5-digit pin number on the phone keypadConnect-CTY will play the recorded message, then prompt you to authorize the messagePress 1 to approve, press 2 to disapproveJohn 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? 3/31/2017Questions 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 3/31/2017Authorization GuidanceEach city needs to appoint enough Authorizers to ensure availability 24/7Authorizers should keep their dial-in messaging cards with them at all timesDo not write your PIN on your cardNote: Contact Ken Foot at SCC-OES for additional message authorization guidanceAlertSCC Emergency Alert Training
66 Select the Reporting tab for detailed information on your broadcast delivery
67 Wrap-Up Complete online survey 3/31/2017Wrap-UpComplete online surveySign Your User Responsibility Statement and mail to:Ken FootCounty of Santa ClaraOffice of Emergency Services55 W Younger Avenue, Suite 450San Jose, CAFor assistance with AlertSCC, contact:Ken Foot Senior Emergency Planning Coordinator orChris SchwartzEmergency Planning CoordinatorCindy NelsonAlertSCC Training and Technical SpecialistAlertSCC Emergency Alert Training