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Public Emergency Alert Training Presented by County of Santa Clara Office of Emergency Services January 2010.

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Presentation on theme: "Public Emergency Alert Training Presented by County of Santa Clara Office of Emergency Services January 2010."— Presentation transcript:


2 Public Emergency Alert Training Presented by County of Santa Clara Office of Emergency Services January 2010

3 Welcome 2

4 Housekeeping Emergency Exits Restrooms and Cafeteria Food and Drink Policy Cell Phones Breaks Computer Use and Hands-on Tasks 3

5 What is AlertSCC? Emergency Alert System Any Time Any Place Any Event Any Device Crime in Progress Earthquake School Closure Hazards Terrorism Survey &Polling By Zip Code or Geographic Zone Instantly or Pre-scheduled Land Line (TTD/TTY) Email Mobile (Voice & SMS ) Broadcast 4 Child Abduction

6 Examples of Use AlertSCC CrimesEnvironmentUtilitiesInformationInternal UsesHealthDisasters HazMat Incidents West Nile Virus Alert Pesticide/Herbal Spraying Escaped Prisoner Robbery or Kid Napping Any Crime Event Bomb Threat School Closure Spare the Air Day Evacuations Earthquake Weather Advisory & Preparedness Pandemic Flu Infectious Disease Road Closure Power Outage Chemical Leak Help Water/Gas Incidents Media Notifications Suspect at large Newsletter Breaking News School Closure BOS BOS/CEO Messages to Staff IT Security Notifications (i.e. Virus Attacks) IT Software Change DSW &COOP Call to Service Notices 5

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

8 Broadcast Messages to Thousands of People at Once Time-Sensitive Information Emergency Alerts Community Notifications Stay Informed – Stay Connected AlertSCC Police Departments Fire Departments Other Cities and Counties Residents Businesses Schools 7

9 Audience Types 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. 8

10 9

11 Three Ways to Send Messages Priority enables you to send an urgent message to all available phone numbers and email addresses for all selected contacts Outreach enables you to 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 10

12 Outreach & Survey Examples Survey 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 11

13 Two Types of Priority Messages 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 12

14 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 13

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

16 EXTERNALEXTERNAL 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 CITY 411 & WEB DATA COUNTY/CITY MAIN SCC_SHO CITY 411 & WEB DATA SCC_EMERGENCY_ONLY E911 DATA INTERNALINTERNAL AGENCY EMPLOYEE DATA... 15

17 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 CITY 411 & WEB DATA SCC_EMERGENCY E911 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. CITY 411 & WEB DATA 16

18 Public Data 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 17

19 Web Portal Registration 18

20 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 agencys 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. 19

21 User Capabilities RoleAgencyCapabilities 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. 20

22 User Roles 21

23 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. 22

24 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 23 City Policies Procedures SCC Policies & Procedures Connect-CTY Policies & Procedures

25 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: This contact information is also provided in the Quick Start Guide 24

26 25

27 26

28 How to Login 27

29 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 to sign in as needed 28

30 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 its time 29

31 30 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

32 31 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

33 32 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)

34 1.Go to to access 2.Click 33

35 1.Enter your username and password 2.Click 34

36 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 35 A bulletin board used to post tips and news to system users

37 How to Create a Message 36

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

39 38 Click Agency Info (for Priority Emergency only) Change the Main Phone to your agency designated phone number Click Save

40 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

41 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 40

42 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 41

43 Message Field Definitions 42

44 Option 1a (cont.) – Call Instructions Dial number as listed Enter User ID and Box ID as listed Follow phone prompts as required 43

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

46 45 Option 1b (cont.) – Edit Message Setup Change message title Select preferred language Select delivery types, and click Tip: Need more help? Click

47 How to Select Contacts 46

48 47 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

49 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 its not the preferred method.

50 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 49

51 50 Using a Shapefile 1.Click Advanced Options drop- down menu 2.Select Upload Shapefile from the menu

52 51 Using a Shapefile 1.Browse directory and locate shapefile NOTE: Do not unzip the Shapefile 2.Click Submit 3.View results

53 Schedule Delivery 52

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

55 RING! RING! 54

56 Authorize & Confirm 55

57 56

58 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 Note: These are default settings for 911 level. Thresholds for other agencies will be different. 57 OR

59 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. 58

60 59 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.

61 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 60

62 Questions Authorizers Should Ask? 1.Why are you sending a Priority message? (incident facts) 2.What is the citys 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 agencys number and record an appropriate voice message? 10.Did you update our Website with pertinent information concerning this alert? 61

63 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 62

64 Review Log and Reports 63

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

66 Click to determine distribution success. 65

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

68 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 95110-1721 For assistance with AlertSCC, contact: Ken Foot Senior Emergency Planning Coordinator or 408-808-7803 Chris Schwartz Emergency Planning Coordinator 408-808-7805 Cindy NelsonCindy Nelson AlertSCC Training and Technical SpecialistAlertSCC Training and Technical Specialist 408-808-7807 67

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