Emergency Communications Management

1. Emergency Communications Management Net@EDU Annual Meeting February 11, 2008 Richard Hach, Associate DirectorNetwork Administration

2. Emergency Communications Management • “…to look at strengths and weaknesses of our existing systems/infrastructure and how they may be improved or augmented to address emergency situations that might arise in the future.” • Data network, telephone systems, Cable TV, educational systems, centralized information services • Stressed, but performed adequately • Resources owned and operated by the university • Resources owned and operated by providers and responders

3. Emergency Communications Management • April 16, 2007 • Perspective in the wake of tragedy • This event did not “unfold” • Two related incidents • Norris Hall event about 11 minutes • Approximately 1500 First Responders • 27 Ambulances • 14 Agencies • Five Hospitals

4. Communications Infrastructure Stress Factors

5. Emergency Communications Management • Noteworthy response by Private Carriers • Cellular providers including AT&T, Sprint-Nextel, US Cellular and Verizon Wireless all dispatched technicians to add capacity to their networks. • Blacksburg Central Office took steps to increase network capacity. • By April 17, Sprint-Nextel, US Cellular and Verizon Wireless each had “Cell on Light Truck” systems operating on campus. • Cellular providers provided emergency-use phones, extra batteries and chargers.

6. Emergency Communications Management Virginia Tech IT faculty and staff were called upon to: • Install telephone and data communications: • At least 9 geographically dispersed command centers • Media workrooms and counseling centers • Perform network traffic balancing under unusual load • Begin data collection and preservation activities • Obtained location information • Obtained class roster information

7. Load on Web Communications

8. Home Page / Home Page “Lite”

9. Emergency Communications ManagementNotification Systems A significant challenge during an emergency is providing mass notification of a threat and instructions for response. All of these methods were used on April 16: • Broadcast e-mail to @vt.edu addresses (via LISTSERV) • Broadcast voicemail to campus phones (offices and residence halls) • Recorded message on the WeatherLine/Hotline • VT.edu (www.vt.edu) and the Virginia Tech News website • University switchboard • Public media (TV, radio, news websites) • Siren system No one method addresses all circumstances

10. Emergency Communications ManagementVT Alerts • A short list of vendors for this service was identified prior to April 16, 2007. • The vendor review process was expedited following the tragedy. • National Notification Network (3n) was selected to provide hosted services for sending emergency messages • Cellular phones • PDAs and other wireless devices • SMS/ text messaging • Email • Or to voice services

11. Emergency Communications ManagementPlanning and Procedures • Good cooperation and agreements between campus and local police, fire and EMS jurisdictions • Joint training exercises • Emergency communications systems • Emergency preparedness response plan • Engage campus leadership • Infrastructure recommendations • Communications recommendations • Emergency preparedness recommendations • Increased education of the university community

12. Resources Governor’s Review Panel final report http://www.vtreviewpanel.org/report/index.html Information and Communications Infrastructure Group report http://www.vtnews.vt.edu/documents/2007-08-22_communications_infrastructure.pdf