Assuring Telecommunications During an Emergency Government Emergency Telecommunications Service (GETS) Wireless Priority Service (WPS) Telecommunications Service Priority (TSP)

NYSDOH Hospital Preparedness Program 2008-2009 Deliverables NYSDOH Hospital Preparedness Program 2008-2009 Deliverables* Require Hospitals to obtain at least one GETS account & one WPS account by the end of the 1st Quarter (11/08/08) GETS and WPS accounts will be used during Interoperable Communications Exercise in the 4th Quarter (06/09 – 08/09) *See HPP Deliverables Sec. II Drills & Exercises, A. Interoperable Communications

GETS Calling Card & Wireless Priority Service GETS is an emergency calling card service that can be used from virtually any telephone to provide priority for emergency calls 0123 4567 8910 JAN SMITH Empire Hospital GETS is a priority calling card that gets your call through during times of network congestion. All you need is the GETS card, no special phone or phone line required. GETS is a per-call solution, just dial the special access number from any phone, put in your PIN, and dial the destination number – your call has priority and GETS calls are exempt for Network Management Controls used by phone companies to control network congestion *272 + DN WPS is an add-on feature subscribed on a per-cell phone basis to provide priority for emergency calls made from cell phones

GETS Provides Priority for Emergency Calls Dial GETS Access Number from any phone (1-710-627-4387) GETS provides Priority across landline and cellular networks to the called landline or cell phone Home PBX Office Satellite .. Cell Landline Networks Cellular Networks Cellular Network Switch Landline Network Switch GETS calls to cell phones in WPS capable networks receive Priority access for the local radio channel where cell congestion can often block calls Called Party does NOT need to have GETS or WPS Use GETS whenever you hear a fast busy signal, “All circuits busy” announcement, or otherwise cannot complete your call

Making a GETS Call Dial GETS Access Number Listen for tone, then enter your PIN (do not enter # after last digit) Listen for voice prompt: “Please enter your destination number now.” Enter the destination number (omit the 1 before the area code) You will hear an announcement “You are using GETS, Verizon/AT&T/Sprint” Network will route your call to the destination telephone number 0123 4567 8910 JAN SMITH Empire Hospital 12 Digit Personal Identification Number (PIN) User Name and Organization GETS Access Number Toll Free number for each GETS carrier (backup) WPS Dialing Instructions Toll Free User Assistance number (24x7) Periods of silence are normal – particularly if call is queued during heavy congestion. Calls may take 30 to 60 seconds to complete

Cellular Network Switch Landline Network Switch Wireless Priority Service (WPS) Provides Priority for Emergency Calls from Cell Phones WPS provides priority access to the local radio channel where cell congestion can often block calls WPS automatically provides Priority across landline and cellular networks to the called landline or cell phone .. Landline Networks Cellular Networks Cellular Network Switch Landline Network Switch Radio channels WPS calls to cell phones in WPS capable networks receive Priority access for the local radio channel where cell congestion can often block calls Called Party does NOT need to have GETS or WPS

Making a WPS Call Confirm radio signal Enter Ý272 + destination telephone number and push SEND key (example: Ý272 703 818 4387 - SEND ) Network will route call to the destination telephone number Screen messages vary among carriers and mobile phone models. While WPS calls are in queue screen message usually displays “Calling + Destination Number” During WPS call set-up you may hear alternating periods of ringing and silence Busy signal, announcement, or extended silence indicates call cannot complete Periods of continuous ringing and/or silence may occur – particularly if call is queued at several points during heavy congestion. Calls may take 30 to 90 seconds to complete

Using GETS and WPS during an Emergency Circumstance Calling From Use Network congestion in local area Landline* Network congestion at called location No or slow dial tone on landline Don’t hang up – wait at least 30 seconds for dial tone Cell phone or Satellite phone GETS call doesn’t complete Landline or Cell phone Try different GETS carrier via Toll Free Number WPS call doesn’t complete WPS + GETS call doesn’t complete Dial Ý272 + Toll Free Number for different GETS carrier *272 + DN *272 + DN *272 + * May need to dial 9 or other code for outside line See back of GETS card for GETS and WPS Instructions

Getting Started GETS cards are recommended for each person/position that needs to make outbound calls and/or communicate when off-site should have GETS and WPS Personnel that play a key role in Incident Command System, administration, key med and ER leadership If dialing through a PBX: Make sure 710 number can be dialed from all phones Make sure users have unblocked access to outside lines (should not share trunk group with general user population) Cannot dial toll-free numbers Training:15-30 minutes, several test calls Maintenance: Test GETS cards at least once per quarter

Budgeting for Priority Services GETS No charge for GETS cards You will not normally be billed for calls. However, the NCS reserves the right to bill for all calls, especially if there has been fraud, waste, or abuse WPS Per phone charge not to exceed $4.50/month and $10 one-time set-up, plus no more than 75 cents per minute when WPS is invoked Billed by the carrier on the cell phone invoice Approximate Annual Cost 1st year: $70/user based on 8-10 test calls 2nd year: $60/user based on 8-10 test calls *272 + DN

Order GETS and WPS on-line Establish on-line account Identify POC and Alternate Determine GETS/WPS Users Go On-line to Order GETS/WPS www.gets.ncs.gov www.wps.ncs.gov

Telecommunications Service Priority (TSP) Here’s the easy to follow processes your POC will use to implement GETS, WPS, and TSP programs You start by opening an on-line account just as you do for eBAy or Amazon.com. If you can go on line you can implement and manage GETS, WPS, and TSP There are separate on-line systems for GETS/WPS and TSP In addition to using the on-line system to order services, these systems provide on-going program management capabilities Restoration Priority ensures restoration of TSP identified services before non-TSP services Provisioning Priority facilitates priority installation of new telecommunications services in a shorter than normal interval TSP must be set-up in advance – before an emergency or disaster occurs

Implementing TSP Hints: Step 1: Establish on-line account Step 2: Identify Specific Services for TSP Step 3: Submit TSP Service Requests thru on-line system Step 4: Obtain TSP code for each approved service Step 5: Order TSP thru your service provider Step 6: Update records and procedures to reflect implementation Hints: Establish the on-line TSP account by going to www.tsp.ncs.gov Download the TSP Service User Manual and TSP Service Request Form (Form 315) Include the completed Form 315 for each service with your TSP Service Request Here’s the easy to follow processes your POC will use to implement GETS, WPS, and TSP programs You start by opening an on-line account just as you do for eBAy or Amazon.com. If you can go on line you can implement and manage GETS, WPS, and TSP There are separate on-line systems for GETS/WPS and TSP In addition to using the on-line system to order services, these systems provide on-going program management capabilities

Resources For more information: www.ncs.gov www.gets.ncs.gov www.wps.ncs.gov www.tsp.ncs.gov For Assistance setting up on-line Accounts and ordering: 1-866-627-2255 National Communications System Regional Outreach Coordinator – Eastern Region Dan Currie 215-343-8767 dan.currie@associates.dhs.gov