City of Washington Hurricane Isabel Response

1. City of WashingtonHurricane Isabel Response September 2003

2. Advance Preparations Prior to 8 a.m. Thursday, September 18

3. Advance Preparations(Prior to 8 a.m. on 9/18) • Management team, departments discuss: • Staffing (City & contracted resources) • Meals & lodging • Operations Support (supplies, call center) • Alternative facilities (Police, Fire) • Facilities, parks & equipment preparation • Public infrastructure preparation (ditches clear, water tanks full) • Preparations for FEMA reimbursement • Public information

4. Advance Preparations(Prior to 8 a.m. on 9/18) • Coordinate with other agencies • Beaufort County Emergency Operations Center • ElectriCities • Large electric customers

5. Operations During the Storm Starting 8 a.m. Thursday September 18

6. Operations During the Storm(Starting at 8 a.m. 9/18) • Maintain services (outage repair, public safety, operations) in field until winds reach 50 mph to protect employees, equipment • For public safety, de-energize electric circuits near waterfront • Resume services in the field when winds drop to below 50 mph • Jack’s Creek Pumping Station monitored to protect equipment in case of power outage

7. Operations During the Storm(Starting at 8 a.m. 9/18) • Debris cleared from streets to maintain emergency vehicle access • Wells, wastewater lift stations use generators for back-up power • Information distributed to public

8. Operations After the Storm After midnight Friday September 19

9. Operations After the Storm(After midnight 9/19) • Normal staffing, operations resume when need for emergency response passes • Heavy call volume continues at Utilities Operations Center • Storm Debris clean-up begins (daylight hours) • City parks • Residential pick-up

10. Operations After the Storm(After midnight 9/19) • Equipment, facilities repairs begin • Wastewater treatment adjusted to handle higher inflow due to stormwater • Information distributed to the public • FEMA reimbursement preparations

11. Lessons Learned Post Incident Assessment: What Went Well

12. Lessons LearnedWhat Worked Well • Suspending/limiting outdoor activities when sustained winds reached 50 mph • Maintains safety of personnel and equipment • Coordinating City and county operations through use of the County Emergency Operations Center • Assigning City staff or officials to County Emergency Operations Center

13. Lessons LearnedWhat Worked Well • Bringing in contracted electric line crews prior to storm to be on site as soon as needed • Aggressive tree-trimming program for preventive maintenance • Completed Hazard Mitigation Projects (elevation, acquisitions) reduced chance of flooded structures • Scheduling warehouse staff worked in shifts

14. Lessons LearnedWhat Worked Well • Public acknowledged the fact they received their power back in a timely manner • Public expressed appreciation for “live voice” at the Utilities Customer Call Center • Field personnel knew what to expect with meal preparations and schedule

15. Lessons Learned Post Incident Assessment: What We Need To Work On

16. Lessons LearnedIssues, Concerns, Things To Work On Limiting outdoor operations • Consider citywide policy on limiting outdoor operations when sustained winds reach 50 mph • Identify consistent means to determine wind speed • Sources: wastewater plant, water plant, airport, news media • Evaluate effectiveness, accuracy of telemetry now in use

17. Lessons LearnedIssues, Concerns, Things To Work On Staffing & Staff Support • Assign personnel from other departments to assist Fire-Rescue-EMS in meal preparations, cooking • Expand amount of time utilities call center is staffed (during storm as well as longer during response period) • Address short-term storage of large quantities of perishable food at Fire Station • Make advance arrangements for distributing leftover food • Address staff rest and relief, stress management

18. Lessons LearnedIssues, Concerns, Things To Work On Operations Logistics, Support & Issues In General • Recognize that differences in each storm may require different means of preparation, response • Assign separate radio frequencies for Public Works and Electric operations

19. Lessons LearnedIssues, Concerns, Things To Work On Operations Logistics, Support & Issues Public Safety • Consolidate 9-1-1 dispatching for Police and Fire-Rescue-EMS • Fire-Rescue-EMS had to develop two emergency plans for remaining at or vacating fire station • Develop policy/procedure on responding to transformer or power line fires

20. Lessons LearnedIssues, Concerns, Things To Work On Operations Logistics, Support & Issues Electric • Evaluate de-energizing waterfront electric grid remotely • Use of contracted crews limited by availability of staff to guide crews around system, service area • Assess equipment needs for Electric Line Crews, such as mounted spotlights to aid in visual inspections at night

21. Lessons LearnedIssues, Concerns, Things To Work On Operations Logistics, Support & Issues Public Works • Consider options for electric generator at Jack’s Creek to maintain pumping ability at all times (new culverts will not help until river level drops) Purchasing & Supply • Evaluate need for policy on issuing City supplies, such as rain suits and flashlights, to contracted workers

22. Lessons LearnedIssues, Concerns, Things To Work On Response management and oversight • Pursue installation of an electric generator at Municipal Building to retain municipal operations • Extend length (starting and stopping) of State of Emergency • Establish system to deter price gouging, unscrupulous outside contractors

23. Lessons LearnedIssues, Concerns, Things To Work On Traffic control • Barricade Main Street at Bridge Street and other flood-prone areas (Park Drive area) to deter sightseers, vehicle traffic • Develop methods to keep public at safe distance from Electric Line Crews’ work areas

24. Lessons LearnedIssues, Concerns, Things To Work On Traffic control • For safety reasons (i.e.: floating vehicles), consider having a tow truck on standby to tow vehicles from flood-prone areas • Heavy vehicle traffic interfered with relocation of generators to wastewater lift stations during the eye of the storm

25. Lessons LearnedIssues, Concerns, Things To Work On Information gathering & sharing • Develop means for assessing power outage status, such as an electronic map that could show when a circuit is out • Provide information to assist Customer Call Center staff in fielding caller inquiries • Script with responses to frequently asked questions • Status reports on area outages, updated regularly • Evaluate use of GIS system in storm status and response

26. Lessons LearnedIssues, Concerns, Things To Work On Information gathering & sharing • Evaluate use of existing utility customer records in supporting electric emergency response efforts (locating customers, poles, transformers, etc.) • Assess internal communications needs between departments • Investigate use of text pagers as a communications tool • Improve information flow of relevant information from City to County EOC (power outage status, street status)

27. Lessons LearnedIssues, Concerns, Things To Work On Public Education and Information • Conduct storm preparedness public education campaign at start of hurricane season • Educate customers with medical concerns about making advance provisions for power outages during storms • Retain ability to access internet, email and Government Access Channel for communications and information during storm (i.e.: wireless connection; fiber optic connection of City facilities)

28. Lessons LearnedIssues, Concerns, Things To Work On Staff training • Implement annual training for hurricane preparation and response • Train staff to assist Communications Services during storm period • Train customer call center staff in advance on procedures, information needed for the dispatcher, electric operations, handling abusive callers, etc. • Provide training in proper use of communications radio

29. Lessons LearnedIssues, Concerns, Things To Work On Utilities Operations Center Command & Dispatch Center • Assign a Communications/Operations Manager to track and direct activities and resources in the field • Update information on customers with medical needs • Update electric system maps • Assign supervisor for call center staff

30. Lessons LearnedIssues, Concerns, Things To Work On Utilities Customer Call Center • Establish procedure for sharing information at shift changes • Fine-tune staffing (length of shifts, scheduling relief personnel, when to open and close call center) • Manage noise in call center environment

31. Lessons LearnedIssues, Concerns, Things To Work On Continuing Needs Water Resources • All 30 wastewater lift stations are required by state law to be equipped with electric generators at a cost of approximately $20,000 each • By end of 2003-2004, City will have approximately ½ of lift station generators in place

32. Lessons LearnedIssues, Concerns, Things To Work On Continuing Needs Water Resources • Research availability of pump motors with larger hoods to prevent future damage during hurricane due to water entering the housing (2 motors ruined during Isabel) Public Safety • New and/or improved facilities

33. Outcome/Statistics • 8,000 of 12,000 electric customers were without power at some point during storm • 95% restored by Saturday evening • Washington spared projected 10-foot tidal surge. Actual surge was 6 ½ - 7 feet above sea level, and only a couple of streets were flooded. • Streets clear of flood water by 4 a.m. 9/19

34. Outcome/Statistics • Storm debris cleanup completed Oct. 3; estimated 7,000-8,000 cubic yards collected • No reports from public of flooded residences • Generator loaned to neighboring city once Washington’s power restored • FEMA has declared eligibility for reimbursement for storm expenses

35. City of WashingtonHurricane Isabel Response September 2003