2-1-1 Disaster Response Plan (DRP)

Transcription

1 2-1-1 Disaster Respnse Plan (DRP)

2 Dr. Gayle Sherman, Galena Prperty Develpment LLC 165 Piney Creek Rad, Ren NV May 1, 2017 Page 2 5/1/17

3 CONTENTS Sectin 1: Intrductin... 4 A. Executive Summary... 4 B. Purpse and Objectives... 5 C. Plan Overview... 5 Sectin 2: Disaster Activatin... 6 A. Activatin Triggers, Prcess, and Levels... 6 Table 1. Cncept f Operatins... 8 B. Infrmatin Flw... 8 Figure 1. Summary f Activatin and Infrmatin Flw... 9 Figure 2. Summary f Prcess fr Financial Guidance Center... 9 Figure 3. Summary f Ramping Up the Call Center C. Implementatin/Executin Prcess Table 2. Operatinal Framewrk Sectin 3: Rles and Respnsibilities Table 3. Recmmended Tasks t Perfrm Sectin 4: Cnclusin Appendix A: Definitins and Acrnyms Appendix B: Grab & G Summary Sheet Page 3 5/1/17

4 Sectin 1: Intrductin Nevada Revised Statue (NRS) created t prvide nn-emergency infrmatin and referral (I&R) t the public cncerning health and human services. Because Nevada prvides I&R services, Nevada can ffer similar services during an emergency. The purpse f the Disaster Respnse Plan (DRP) is t guide the Nevada cntracted vendr, Financial Guidance Center (FGC), in develping the capability and capacity t prvide infrmatin, assistance, and referrals t the public during man-made emergencies and natural disasters. Nevada can serve as the single pint f cntact fr nn-emergency calls related t an emergency r disaster. Current state and lcal systems fcus n alerts and warnings, which are ne-way cmmunicatins that guide citizens frm danger. Cmmunicatin is a twway prcess. Citizens ften desire t find resurces, prvide feedback, and ask questins during a disaster, thus creating a need fr an inbund call center during an emergency r disaster. Individuals shuld direct emergency calls t 9-1-1; hwever, Nevada may help alleviate sme f the calls t 9-1-1, keeping available fr life threatening emergency calls and calls regarding crimes in prgress. A. Executive Summary Launched in 2006, the intent f Nevada is t prvide free infrmatin t the public within the State f Nevada related t health and human services. The Nevada Department f Health and Human Services (DHHS) currently cntracts with FGC t manage and run the Nevada prgram. Nevada is available 24 hurs a day and seven days a week with infrmatin available in multiple languages. Available infrmatin includes basic human services; emplyment supprt services; vlunteer pprtunities; physical and mental health resurces; prgrams fr children, yuth and families; supprt fr senirs and persns with disabilities; and supprt fr cmmunity crisis and disaster recvery. Nevada is available within the State f Nevada by dialing 2-1-1, texting a zip cde t , visiting the website r calling The Nevada call center is lcated in Las Vegas and has ten wrkstatins available fr rutine I&R calls. FGC will increase the number f cmputers and phnes t accmmdate 20 additinal disaster respnse call-takers. Natinally, call centers are becming increasingly invlved in prviding I&R during disasters. Lcally, Nevada has assisted in many disasters, including the Ren Air Races Crash, the Caughlin Fire, the Washe Drive Fire, and mst recently, the Little Valley Fire and the 2017 fld in nrthwest Nevada. With trained call specialists and significant experience sharing infrmatin during stressful Page 4 5/1/17

5 situatins, Nevada call-takers can prvide valuable assistance t the cmmunity during emergencies and disasters. B. Purpse and Objectives The purpse f the DRP is t enhance Nevada service during emergencies and disasters. The DRP enables FGC t prvide a streamlined, accessible, integrated, and sustainable surce f I&R during emergencies and disasters. The DRP directs FGC t d the fllwing: 1. Prvide an utlet fr the surge in nn-emergency calls t during an emergency r disaster; 2. Answer calls befre, during, and after an emergency r disaster t supprt lngterm recvery functins as necessary; 3. Prvide authrized infrmatin disseminatin, alert scripts, disaster respnse supprt, crisis interventin, and human services crdinatin; 4. Cnnect peple with the specific services they need t cpe with the crisis; 5. Help federal, state, lcal, and tribal gvernment get accurate, current infrmatin t the public; 6. Prvide reassurance t callers by respnding t rumrs and letting them knw wh t call r where t g fr supprt if they feel anxius r islated; 7. Channel the effrts f vlunteers ffering t help r dnate material gds r mney t the right places that can benefit immediately and directly; and 8. After the emergency r disaster has cncluded, prvide statistics n calls received by Nevada t DHHS and the effected gvernment agencies. C. Plan Overview DHHS and FGC desire t have a radmap fr implementing a cmprehensive, multiprnged disaster respnse. The DRP includes peratinal instructins and prcedures fr activating and executing the disaster respnse call center. The Standard Operating Prcedures (SOP) Annex t the DRP prvides detailed infrmatin and instructins fr FGC t fllw in an emergency r disaster causing a surge in call vlume t the call center. Fr a cpy f the SOP Annex, cntact DHHS. The DRP and SOP Annex are written using the all-hazards apprach. The all-hazards apprach means the dcuments are applicable regardless f the incident r event, natural r human caused. The all-hazards apprach is apprpriate fr any event requiring an rganized respnse by public, private, and gvernmental agencies t prtect public health and safety and t minimize disruptin f gvernmental, scial, and ecnmic services. Page 5 5/1/17

6 Sectin 2: Disaster Activatin The public must receive cnsistent infrmatin and cntact numbers thrughut an emergency r disaster. Fr this reasn, the timely activatin f the Disaster Respnse Plan (DRP) is critical when apprpriate fr the situatin. Activatin f the DRP will ccur fr emergencies r disasters that may generate a large number f nnemergency calls frm the public r requests fr infrmatin specific t the incident. Sme f the incidents may include (but nt limited t): Mass casualty/fatality incidents Large fires Earthquakes Flding Extreme weather events Evacuatin rders Hazardus material spills Drinking water cntaminatin A. Activatin Triggers, Prcess, and Levels Several triggers can lead t activatin f the DRP. 1. A duty fficer frm the Nevada Divisin f Emergency Management (DEM) will ntify the Nevada cntracted vendr, Financial Guidance Center (FGC), abut any emergency ccurring in Nevada after verifying the need t activate the DRP with the lcal emergency manager. 2. State, lcal, r tribal emergency managers r incident cmmanders can activate the DRP during emergencies r disasters. 3. An emergency manager r incident cmmander can activate the DRP upn activatin f the Emergency Operatins Center (EOC) and/r Jint Infrmatin Center (JIC). In Clark Cunty, the Multiagency Crdinatin Center (MACC) may activate rather than the EOC. 4. Cunty and city dispatch managers can activate the DRP when calltakers bserve a surge in calls n a specific incident. 5. Cunty and city dispatch managers can activate the DRP when calltakers bserve a surge in calls n a specific incident. 6. The Prgram Directr f FGC can activate the DRP when made aware f a particular incident r there is a surge in calls related t the incident. Page 6 5/1/17

7 T activate the DRP, a representative frm the authrized requesting agency cntacts FGC. The FGC staff member receiving the ntificatin will btain as much infrmatin as available abut the incident using the questins utlined in the Standard Operating Prcedures (SOP) Annex Sectin 1: Activatin Prcess Details. FGC staff cntact infrmatin is included in Appendix B f the DRP. When cntacting FGC, cntact staff in this rder: 1. CEO, Michele Jhnsn; 2. COO, Christie O Melia; Call Center Manager, Lisa Martin; 4. Nrthern Nevada Outreach and Partnership Engagement Specialist, Steve Gerge; r 5. Suthern Nevada Outreach and Partnership Engagement Specialist, Will Reed. The state, lcal, r tribal emergency manager shuld recmmend the apprpriate level f disaster respnse t activate. Based n input frm the emergency manager, the Prgram Directr f FGC will determine the apprpriate number f staff and vlunteers t psitin in the call center. Staffing levels will change thrughut the respnse and recvery phase as apprpriate fr the number and cmplexity f calls received. Based n the status f the lng-term recvery, the emergency manager will recmmend when t deactivate the DRP. FGC s peratins must remain at a high level f preparedness and ready t implement the DRP withut warning. The cncept f peratins in Table 1 describes the apprach used by DEM when activating cntinuity f peratins (COOP) fr essential functins. The phases r levels used in the DRP align with the phases in the DEM s COOP. The phases r levels describe the dynamic nature f hw FGC shuld prepare and transitin t disaster respnse peratins. Page 7 5/1/17

8 Table 1. Cncept f Operatins Activate Disaster Respnse Plan Phase/Level 0 Steady State N specific threat r warning Develp and maintain DRP Pre-assign disaster rles Maintain agreements with partners Identify resurces required during activatin f DRP Develp disaster database and prtal Phase/Level 1 Increased Threat Credible threat/ warning r a surge in 2-1-1, 3-1-1/9-1-1 calls Ntify staff and cnfirm disaster rles Determine apprpriate number and qualificatins f vlunteers needed Recruit vlunteers Ensure systems and equipment are ready fr use by additinal call-takers Ensure disaster database is up-t-date and accurate Phase/Level 2 Respnse Emergency r disaster has ccurred Cnfirm assignment f inhuse rles Send Liaisn t apprpriate EOC r JIC Reallcate staff and prvide just in time training Verify number f vlunteers needed Schedule and manage vlunteers Prvide training and incident infrmatin Update database based n incident infrmatin Phase/Level 3 Recvery disaster respnse cntinues Prepare reprt f calls taken Maintain the DRP fr lng-term recvery Evaluate effectiveness f the DRP and mdify fr future imprvement B. Infrmatin Flw When the DRP is activated, shuld becme the primary number prvided t the public fr nn-emergency calls related t the incident. The success f the DRP depends n the designated lead public infrmatin fficer (PIO) in the jint infrmatin center (JIC) prviding infrmatin and instructins t FGC s Liaisn befre giving the infrmatin t the media. The disaster respnse call-takers will give feedback and infrmatin t the Liaisn t prvide t the emergency manager and PIOs t cntrl rumrs. Figure 1 summarizes the infrmatin flw during activatin f the DRP. Figure 2 depicts the prcess fr FGC t fllw fr disaster respnse. Figure 3 summarizes the prcess t ramp-up the call center fr the surge in calls. Page 8 5/1/17

9 Figure 1. Summary f Activatin and Infrmatin Flw Surge in calls t 2-1-1/ 3-1-1/9-1-1 OR EOC/JIC activates Activate DRP at apprpriate level PIO at EOC/JIC prvide infrmatin t Liaisn PIO at EOC/JIC prvide infrmatin t media Liaisn prvide feedback frm calltakers t PIO at EOC/JIC EOC deactivate DRP Figure 2. Summary f Prcess fr Financial Guidance Center Steady State Prepare System fr Disaster Calls Activate Disaster Respnse Plan Staff Disaster Respnse Call Center Accept Disaster Calls Maintain Tw-Way Cmmunicatin Prvide rutine infrmatin and referral with full-time specialists Frm parterships required t be ready t ramp up in emergencies Stay abreast f increased threats Designate additinal space fr vlunteer call-takers Install additinal cmputers and phnes fr the surge in calls Ppulate database as necessary fr disaster respnse Surge in 2-1-1, 3-1-1, r calls EOC r JIC activates Emergency Manager r Incident Cmmander requests activatin Send Liaisn t apprpriate EOC/JIC Reallcate full time specialists t disaster respnse Vlunteer Manager engage and train vlunteer call-takers Call-takers respnd t disaster-related calls Vlunteer Crdinatr/Trainer versee and manage vlunteers Cntinue t handle rutine I&R calls Liasn gather infrmatin/scripts frm designated lead PIO Liaisn prvide updated scripts/faqs t call-takers Vlunteer Manager give caller infrmatin t Liaisn fr PIO Page 9 5/1/17

10 Figure 3. Summary f Ramping Up the Call Center Prgram Directr assign disaster rles and prvide training Activate DRP Prgram Directr reallcate staff as disaster respnse call-takers Vlunteer Manager engage and train vlunteer call-takers Specialists prvide disaster infrmatin and rutine I&R C. Implementatin/Executin Prcess The Natinal Alliance f Infrmatin and Referral Systems (AIRS) stipulates disaster respnse preparedness requirements t include in a DRP. AIRS Disaster Preparedness Standards describe the prcesses infrmatin and referral (I&R) service prviders fllw t service the affected regin during a disaster. I&R service prviders assess and give referrals and assistance t callers during emergencies r disasters. The rle f the I&R service prvider varies depending n the ppulatin served and the phase f the disaster (i.e., preparedness, respnse, r recvery). Sectin 12 f the SOP Annex describes the AIRS standards. Table 2 cntains the peratinal framewrk fr the DRP. The SOP Annex cntains additinal detail n the peratinal framewrk fr FGC. The recmmendatins in the peratinal framewrk fllw the phases f emergency management as described by the Federal Emergency Management Agency (FEMA): 1. Preventin phase includes taking preventive measures, such as envirnmental planning, develping evacuatin plans, and implementing design standards; 2. Preparedness phase includes planning, rganizing, training, equipping, exercising, evaluating, and taking crrective actins; 3. Respnse phase includes crdinating and managing resurces in respnse t an emergency r disaster; 4. Recvery phase includes restring critical functins, managing stabilizatin, and returning t nrmalcy; and 5. Mitigatin phase includes making structural and nn-structural changes t limit the effect f emergencies r disasters. Page 10 5/1/17

11 Table 2. Operatinal Framewrk Preventin Phase Financial Guidance Center (FGC): 1. Gather infrmatin n trends. Reprt trends t key decisin-makers in the gvernment and private rganizatins s the leaders can take preventive actins. 2. Verify that service prviders and gvernment agencies update websites and publicatins t clarify infrmatin and instructins based n call trends. 3. Ensure emergency respnse and cntinuity plans are accurate and up-t-date. Preparedness Phase FGC and Department f Health and Human Services (DHHS) Nevada Crdinatr participate in nging cperative disaster respnse planning. 1. Prepare fr a surge in calls frm citizens seeking disaster infrmatin r assistance. 2. Identify the methds f instructing citizens t call fr nn-emergency questins during manmade emergencies and natural disasters. FGC establish and maintain the capacity t handle the surge in calls during emergencies and disasters. 1. Train the staff and partners hw t activate and implement the DRP. 2. Develp a vlunteer prgram with rganizatins having staff apprpriate t serve as disaster respnse call-takers. 3. Assign a staff member and tw alternates t each f the fllwing disaster rles: a. Vlunteer Manager t manage relatinships with vlunteer rganizatins; b. Vlunteer Crdinatr/Trainer t train and assist vlunteer call-takers; c Liaisn t sit in the emergency peratins center (EOC) r jint infrmatin center (JIC); and d. Disaster Database Manager t ensure the disaster infrmatin is accurate and up-t-date. 4. Develp a checklist t fllw in the call center physical facility upn activatin f the DRP. 5. Identify alternate call center lcatins that can supprt an inundated call vlume. 6. Develp a prcess t track and reprt disaster-related calls t Nevada Develp a list f frequently asked questins (FAQs) and typical scripts fr respnses. 8. Use texting, , and telephne t share infrmatin. In sme incidents, WebEOC may be used t share infrmatin. See Appendix A fr a descriptin f WebEOC. The SOP Annex includes instructins fr using WebEOC. FGC cnduct and participate in training and exercises. 1. Actively participate in state, lcal, and tribal disaster exercises. 2. Clarify with agencies and service prviders the expectatins if they refer t Nevada Develp training curriculum fr Nevada disaster respnse call-takers. FGC maintain relatinships and agreements with stakehlders as necessary fr disaster respnse. 1. Maintain agreements with state, lcal, and tribal emergency managers and lcal agencies t include Nevada in the emergency respnse. 2. Develp cllabrative relatinships with PIOs frm public and private agencies that disseminate emergency infrmatin. 3. Develp cllabrative relatinships with individuals assigned t deliver messages thrugh Integrated Public Alert and Warning system (IPAWS) and Reverse system during emergencies and disasters. See Appendix A fr descriptins f IPAWS and Reverse Crdinate clsely with ther call centers n the type f infrmatin Nevada call-takers will disseminate t avid duplicatin f effrts. 5. Maintain Mutual Aid Agreements with call centers in ther states as a backup. 6. Establish a Disaster Respnse Stakehlder Wrkgrup with representatives frm stakehlder rganizatins. FGC develp strategies t manage the challenges in getting infrmatin t the public during emergencies and disasters. 1. Wrk with emergency managers and PIOs t determine hw t target a particular cmmunity fr Page 11 5/1/17

12 infrmatin disseminatin. 2. Determine hw t cmmunicate during pwer utages, such as by using Amateur Radi Emergency Services (ARES). 3. Verify hw t cmmunicate with peple wh are nt English speakers and the hearing impaired. 4. Decide hw t manage the inundated call vlume after a Reverse message is pushed ut. Nevada Vlunteer Manager alert the lcal emergency peratins center (EOC) f surges in calls received abut a particular event t act as an early indicatr f ptential prblems. Nevada Vlunteer Manager alert agencies prviding services related t the specific incident f surges in calls s the agencies can ramp-up capabilities. Respnse Phase FGC activate disaster respnse call center prtal. 1. Activate the DRP if a surge in calls n a particular event is bserved. Cntact apprpriate gvernment fficers t prvide ntificatin f the surge and t receive fficial activatin. Emergency Manager r Incident Cmmander instructs FGC t activate the disaster respnse call center in an emergency r upn activatin f the EOC. 2. Prgram Directr reallcates in-huse staff t disaster respnse. 3. Prgram Directr assign in-huse disaster rles (frm pre-determine list) Vlunteer Manager, Vlunteer Crdinatr/Trainer, Liaisn, and Disaster Database Manager. 4. Prgram Directr send Liaisn t EOC/JIC t btain the mst recent and accurate infrmatin frm the designated lead PIO and t assist with rumr cntrl. In sme incidents, the EOC/JIC may be lcated in the health district r schl district Liaisn request Emergency Manager t identify and prvide cntact infrmatin fr the designated lead PIO. 6. Vlunteer Manager requests vlunteer call-takers frm vlunteer rganizatins if needed. 7. Vlunteer Manager prvides Liaisn a list f questins callers are asking, and Liaisn prvides the questins t the PIO. 8. Vlunteer Crdinatr/Trainer cnduct just in time training t disaster respnse staff and vlunteer call-takers disaster respnse call-takers respnd t calls. Full-time specialist answers incming calls. If the call is disaster-related, specialist transfers call t disaster respnse call-takers. Disaster respnse call-takers a) alert/warn the public using scripts frm the designated lead PIO; b) refer callers t services and available resurces; and c) gather infrmatin frm callers ffering t vlunteer and/r make dnatins fr the Liaisn t give t the Lgistics Chief in the EOC. 10. Vlunteer Manager r Vlunteer Crdinatr/Trainer cnduct debriefs at the end f every shift. 11. Prgram Directr ensure Nevada remains available fr rutine I&R calls. Recvery Phase Emergency Manager in EOC advice FGC hw lng t maintain disaster respnse fr lng-term recvery. FGC will: 1. Prvide infrmatin and referral n recvery. 2. Offer a sustained cnnectin t assist individuals whse lives are dramatically affected as disaster respnse becmes part f lng-term recvery effrts. Emergency Manager in the EOC advise FGC when t deactivate and prvide deactivatin infrmatin. FGC Prgram Directr prepare reprt f number and type f calls taken, paid staff and vlunteer hurs lgged, and ther statistics fr use at the after-actin cnference and fr reimbursement claims. FGC Vlunteer Manager recgnizes call-takers and celebrate accmplishments f disaster respnse call-takers remain available at all times fr rutine infrmatin and referral calls. Mitigatin Phase FGC Prgram Directr prepares an after actin reprt and imprvement plan t identify strengths and pprtunities fr imprvement in the DRP. Include call statistics in the reprt. FGC Prgram Directr seeks reimbursement fr services rendered during the disaster respnse. Page 12 5/1/17

13 Sectin 3: Rles and Respnsibilities The success f the Disaster Respnse Plan (DRP) is dependent upn stakehlders perfrming specific rles and respnsibilities. Table 3 describes the rles and respnsibilities f individuals in the key rganizatins invlved in implementing the DRP: Department f Health and Human Services (DHHS), Financial Guidance Center (FGC), and Emergency Managers and/r Public Infrmatin Officers Table 3. Recmmended Tasks t Perfrm Disaster Respnse Prgram Administratr - DHHS Develp strategies t ensure the sustainability f Nevada and disaster respnse activities. Netwrk and maintain relatinships with emergency managers, public infrmatin fficers (PIOs), crprate partners, and vlunteer rganizatins. Prvide input and assist Financial Guidance Center (FGC) in the develpment f agreements with gvernment agencies, vlunteer rganizatins, crprate partners, lcal services, lcal law enfrcement, etc. Ensure FGC assigns disaster rles, including Vlunteer Manager, Vlunteer Crdinatr/Trainer, Liaisn, and Disaster Database Manager. Share infrmatin n training and exercises with FGC. Ensure FGC maintains an up-t-date and accurate disaster respnse database. Assist FGC in the creatin f a Disaster Respnse Stakehlder Wrkgrup t meet semi-annually. Wrk with FGC t update the Disaster Recvery Plan (DRP) and Standard Operating Prcedures (SOP) Annex annually. Update cntact sectins semi-annually Disaster Respnse Cntracted Vendr FGC Develp strategies t ensure the sustainability f Nevada and disaster respnse activities. Oversee the develpment f agreements with gvernment agencies, vlunteer rganizatins, crprate partners, lcal services, and ther agencies. Frm agreements with vlunteer rganizatins t recruit call-takers in the event f surge in disaster calls. Create and versee a Disaster Respnse Stakehlder Wrkgrup, and cnduct semi-annual meetings. Maintain updated emergency respnse, disaster recvery, and cntinuity f peratins plans. Maintain a playbk fr disaster rles, including Vlunteer Manager, Vlunteer Crdinatr/Trainer, Liaisn, and Disaster Database Manager. Maintain an accurate and up-t-date cmputerized resurce database that cntains infrmatin abut available cmmunity resurces that prvide services in disasters. Act as public inquiry line fr the emergency peratins center (EOC) r jint infrmatin center (JIC) during activatin prmpted by disasters r emergencies. Cllect data frm callers requesting disaster assistance. Data shuld include callback infrmatin t prvide individual assistance, vlunteer assistance, r any ther frm f aid prvided t disaster victims. Reprt the data t the EOC r JIC. If a mass fatality incident, wrk with Medical Examiner t cmplete missing persn s reprts n the Unified Victim Identificatin System (UVIS). The SOP Annex includes UVIS instructins. If callers want t reprt damage incurred frm a disaster, direct callers t the statewide website fr damage assessment mdules. The website is Act as rumr cntrl and reprt patterns f inaccurate infrmatin t the EOC/JIC. Prvide the EOC with infrmatin n develping trends in requests fr infrmatin s that cmmn cncerns can be addressed Page 13 5/1/17

14 by news releases and/r website updates. Recruit and train sufficient staff and vlunteers t handle a surge in calls t Nevada generated by a disaster. During disaster respnse, maintain an accurate recrd f timekeeping fr paid staff and vlunteers fr pssible reimbursement purpses and planning fr future incidents. Participate in federal, state, lcal, and tribal emergency training and exercises as apprpriate, including classes ffered by FEMA. Prepare an after actin reprt and imprvement plan after deactivating the DRP t identify strengths and pprtunities fr imprvement in future activatins f the DRP. Give feedback t emergency managers and public infrmatin fficers t imprve future disaster respnse. Submit a detailed invice f csts assciated with the disaster t the Emergency Manager fr pssible reimbursement. Wrk with DHHS t update the DRP and SOP Annex annually. Update cntact sectins semi-annually. Emergency Manager and/r Public Infrmatin Officer Develp activatin prcedures in cnjunctin with FGC t ensure prmpt ntificatin when activatin is necessary. Ntify FGC upn activatin f the emergency peratins center at a sufficient level t require the need fr rumr cntrl r disseminatin f public infrmatin. Prmte Nevada as the number t call fr infrmatin n disaster assistance and ther infrmatin prvided t citizens. Prvide Nevada Liaisn a seat/wrkstatin in the EOC r JIC t execute emergency peratins respnsibilities. Prvide Nevada Liaisn with infrmatin needed t respnd t caller inquiries, and prvide regular and timely briefings n the status f the emergency. Give advance cpies f all media releases t the Liaisn prir t public release t help prepare call-takers fr the increased public inquiries. Include the rles and respnsibilities f Nevada in peratinal plans, including the Liaisn seat assignment and functinal respnsibilities and a cpy f agreements as an attachment t the plan. Allw FGC staff t participate in training and exercises apprpriate t their rle in disasters. Prvide FGC Prgram Directr with advance ntice when participatin is requested r recmmended. Assist FGC Prgram Directr in seeking funding prir t a disaster ccurring t help Nevada secure the infrastructure and resurces needed t be better prepared during an event. Assist FGC Prgram Directr in seeking reimbursement frm federal and state resurces fr emergencyrelated expenses incurred by FGC in the executin f the DRP. Sectin 4: Cnclusin The Disaster Respnse Plan is a management tl t guide the activatin and implementatin f the Nevada call center during emergencies and disasters. The rganizatin f the peratinal framewrk f the Disaster Respnse Plan fllws the phases f emergency management as described by the Federal Emergency Management Agency (FEMA): preventin, preparedness, respnse, recvery, and mitigatin. Cnsistency is crucial when Nevada is the primary pint f cntact fr nnemergency calls related t an emergency r disaster. The Liaisn must be given news releases pertaining t the incident prir t public release. The Nevada call-takers will limit the amunt f infrmatin prvided t callers t infrmatin apprved fr public disseminatin. Nevada will serve as a valuable respnse and recvery resurce during emergencies and disasters. Page 14 5/1/17

15 Appendix A: Definitins and Acrnyms Industry prfessinals cmmnly use the fllwing emergency management-related terms, phrases, and acrnyms. Many f the terms, phrases, and acrnyms listed belw are used thrughut the Disaster Respnse Plan (DRP). Sme are nt fund in the DRP but are included t prvide an verall understanding f industry language. Alliance f Infrmatin and Referral Systems (AIRS) Citizens Emergency Respnse Team (CERT) Emergency Operatins Center (EOC) Federal Emergency Management Agency (FEMA) Incident Cmmander (IC) Incident Cmmand System (ICS) Infrmatin and Referral (I&R) Jint Infrmatin Center (JIC) Just in time training Definitins Established in 1973, AIRS is a nnprfit prfessinal membership rganizatin f nearly 900 infrmatin and referral (I&R) cntracted vendrs, primarily in Nrth America. AIRS meets its gals thrugh the establishment and prmulgatin f Standards fr Prfessinal I&R, the prmtin and quality assurance f credentials, educatin and training, technical assistance, and leadership t the entire I&R field. The CERT prgram helps prepare vlunteers t respnd t emergencies in their cmmunities. When emergencies happen, CERT members can give critical supprt t first respnders, prvide immediate assistance t victims, and rganize spntaneus vlunteers at a disaster site. CERT members can als help with nn-emergency prjects that help imprve the safety f the cmmunity. The EOC is a central cmmand and cntrl facility fr carrying ut emergency preparedness and emergency management, r disaster management functins at a strategic level during an emergency t ensure the cntinuity f peratins. The EOC is respnsible fr the strategic verview f the disaster and des nt nrmally directly cntrl field assets, instead making peratinal decisins, and leaving tactical decisins t lwer cmmands. The EOC cllects, gathers, and analyzes data, makes decisins that prtect life and prperty, and disseminate decisins t agencies and citizens. In mst EOCs, there is ne individual in charge, and that is the Emergency Manager (EM). FEMA is an agency f the United States gvernment that prvides a single pint f accuntability fr all federal emergency preparedness, mitigatin, and respnse activities. FEMA is a branch f the Department f Hmeland Security (DHS). The IC is the persn respnsible fr all aspects f an emergency respnse, including quickly develping incident bjectives, managing all incident peratins, and applicatin f resurces as well as respnsibility fr all persns invlved. ICS is a management system designed t enable effective and efficient dmestic incident management by integrating a cmbinatin f facilities, equipment, persnnel, prcedures, and cmmunicatins perating within a cmmn rganizatinal structure. I&R gives peple in need an easy link t infrmatin abut lcal resurces. I&R is the link between cmmunity resurces and residents. Frm the single mther needing fd fr her children t the senir citizen lking fr in-hme care, I&R brings peple and services tgether. The JIC is a central lcatin that facilitates peratins f the jint infrmatin system. It is a lcatin where persnnel with public infrmatin respnsibilities perfrm critical emergency infrmatin functins, crisis cmmunicatins, and public affairs functins. Just in time training is a methd f prviding training when it is needed. Advantages include: Eliminates the need fr refresher training due t subject knwledge lss experienced if training prceeds ver an extended perid; Prevents training being wasted n peple wh leave r quit befre the training they received is used n the jb; and Allws the participants t receive training when they need it. Page 15 5/1/17

16 Lcal Emergency Planning Cmmittee (LEPC) Multiagency Crdinatin (MAC) Medical Reserve Crps (MRC) Natinal Incident Management System (NIMS) Nevada Emergency Management Assistance Cmpact (NEMAC) Public Infrmatin Officer (PIO) Reverse Team Rubicn Unified Victim Identificatin System (UVIS) Vluntary Organizatins Active in Disaster (VOAD) WebEOC Under the Emergency Planning and Cmmunity Right-t-Knw Act (EPCRA), LEPCs must develp an emergency respnse plan, review the plan at least annually, and prvide infrmatin abut chemicals in the cmmunity t citizens. MAC is the crdinatin f assisting agency r jurisdictinal resurces in supprt f ne r mre incidents. In Clark Cunty, if mre than ne EOC is established t supprt mre than ne Incident Cmmand Pst (ICP), a transitin frm the Clark Cunty EOC t a Clark Cunty Multiagency Crdinatin Center (MACC) will take place t facilitate centralized supprt and crdinatin. The MRC Prgram crdinates the skills f practicing and retired physicians, nurses and ther health prfessinals as well as ther citizens interested in health issues, wh are eager t vlunteer t address their cmmunity's nging public health needs and t help their cmmunity during large-scale emergency situatins. NIMS is a systematic, practive apprach t guide departments and agencies at all levels f gvernment, nngvernmental rganizatins, and the private sectr t wrk tgether seamlessly t manage incidents invlving all threats and hazards, regardless f cause, size, r lcatin. NEMAC prvides guidance t plitical subdivisins and special districts n the activatin and implementatin f the agreement t share resurces. Assistance requests fr resurces are sent t the DEM when the requesting participant des nt have adequate existing resurces t respnd t and recver frm the emergency. PIOs are the cmmunicatins crdinatrs r spkespersns f public and private rganizatins. They differ frm public relatins departments f private rganizatins in that marketing plays a mre limited rle. The primary respnsibility f PIOs is t prvide infrmatin t the media and public as required by law and accrding t the standards f their prfessin. Reverse is a public safety cmmunicatins system develped by Cassidian Cmmunicatins fr use by public safety rganizatins t cmmunicate with grups f peple in a defined gegraphic area. The system uses a database f telephne numbers and assciated addresses, which, when tied int gegraphic infrmatin systems, can be used t deliver recrded emergency ntificatins t a selected set f telephne service sub scribers. Team Rubicn unites the skills and experiences f military veterans with first respnders t rapidly deply emergency respnse teams. UVIS is an Internet-enabled database system intended t handle critical fatality management functins made necessary by a majr disaster. It can be used t gather infrmatin t facilitate cmpiling an accurate list f missing persns. Natinal VOAD is an assciatin f rganizatins that mitigate and alleviate the impact f disasters, prvides a frum prmting cperatin, cmmunicatin, crdinatin, and cllabratin; and fsters mre effective delivery f services t cmmunities affected by disaster. WebEOC is a web-based crisis infrmatin management sftware, which prvides emergency respnse teams, decisin-makers, and rganizatins with real-time access t critical infrmatin t simultaneusly share during the planning, respnse, and recvery phases f an event. Page 16 5/1/17

17 AIRS ARES BCP CERT COOP DEM DHHS DHS DRP DPS DPBH EAS EM EOC FCC FEMA FGC I&R IC ICS IPAWS JIC LEPC MAC MRC MOA/MOU NEMAC NIMS NRS PIO SOP TRS UVIS VOAD WEA Acrnyms Alliance f Infrmatin and Referral Systems Amateur Radi Emergency Services Business Cntinuity Plan Citizens Emergency Respnse Team Cntinuity f Operatins Divisin f Emergency Management Department f Health and Human Services Department f Hmeland Security Disaster Respnse Plan Department f Public Safety Divisin f Public and Behaviral Health Emergency Alert System Emergency Manager Emergency Operatins Center Federal Cmmunicatins Cmmissin Federal Emergency Management Agency Financial Guidance Center Infrmatin and Referral Incident Cmmander Incident Cmmand System Integrated Public Alert and Warning System Jint Infrmatin Center Lcal Emergency Planning Cmmittee Multiagency Crdinatin Medical Reserve Crps Memrandum f Agreement/Memrandum f Understanding Nevada Emergency Management Assistance Cmpact Natinal Incident Management System Nevada Revised Statute Public Infrmatin Officer Standard Operating Prcedures Telecmmunicatins Relay Service Unified Victim Identificatin System Vluntary Organizatins Active in Disaster Wireless Emergency Alerts Page 17 5/1/17

18 Appendix B: Grab & G Summary Sheet The Grab and G summary sheet is prvided as a quick reference n the activatin f the Disaster Respnse Plan (DRP). The summary sheet is useful when the DRP and Standard Operating Prcedures Annex are nt immediately available. The sheet prvides guidance t activate the plan n quick ntice and includes key cntact infrmatin. Page 18 5/1/17

19 Checklist fr Financial Guidance Center (FGC) During Disaster Respnse 1 Designated Nevada Infrmer and/r DEM Duty Officer ntify the call center when a disaster r emergency ccurs. When cntacting FGC, cntact in this rder: 1) CEO, Michele Jhnsn; 2) COO, Christie O Melia; 3) Call Center Manager, Lisa Martin; 4) Nrthern Nevada Outreach and Partnership Engagement Specialist, Steve Gerge; r 5) Suthern Nevada Outreach and Partnership Engagement Specialist, Will Reed. Prgram Directr and Liaisn in the affected area watch incming news releases and ther fficial infrmatin. 2 Prgram Directr activates the disaster respnse prtal and/r sets up ther prcesses fr receiving and giving infrmatin, including WebEOC and scial media if applicable. 3 If is the designated nn-emergency phne number fr the emergency, Prgram Directr reallcates in-huse staff t disaster respnse as necessary t handle the surge in calls Liaisn cntacts lcal Emergency Manager (EM) and/r Public Infrmatin Officer (PIO) t determine where t g, such as t the Emergency Operatins Center (EOC) r Jint Infrmatin Center (JIC), btain permissin t g there, and find ut what nn-emergency phne number is being given t the public. In sme incidents, the EOC r JIC may be lcated in the health district r schl district Liaisn reprts immediately t the designated EOC r JIC after btaining permissin frm the EM r PIO Liaisn btains apprved infrmatin frm the designated lead PIO and writes scripts f frequently asked questins t share with the call-takers Liaisn verifies that CEO, COO, and Call Center Manager are n the designated lead PIO s distributin list t receive updated infrmatin. Prgram Directr r Vlunteer Manager cntact Liaisn if call-takers receive any ht issues r rumrs that need addressed by the designated lead PIO Liaisn remains in EOC r JIC until EM says respnse activity has decreased. 6 Vlunteer Manager determines the apprpriate number f call-takers needed and cntacts financial institutins and/r vlunteer agencies t request vlunteer call-takers as necessary Liaisn crdinates with messages delivered by Integrated Public Alert and Warning system (IPAWS) r Reverse during emergencies. 8 Disaster Database Manager alerts agencies prviding disaster-related services f surges in calls. 9 Vlunteer Crdinatr/Trainer cnducts just in time training fr disaster respnse call-takers. 10 If vlunteers are used in the call center, Vlunteer Crdinatr/Trainer remains available in the call center t answer vlunteer call-takers questins and ensure their well-being. 11 Full-time specialist answers incming calls. If the call is disaster related, specialist transfers t disaster respnse call-takers. 12 Disaster Database Manager ensures the disaster database infrmatin is accurate and up-t-date. 13 Prgram Directr determines hw t cmmunicate a) with a particular cmmunity, b) during pwer utages, and c) with nn-english speakers and/r the hearing impaired disaster respnse call-takers respnd t calls t t answer questins abut alerts and warnings, refer callers t services, and recrd vlunteer and dnatin cntributins. Call-takers cllect infrmatin frm callers, including requests and demgraphic infrmatin. Call-takers recrd rumrs r ht issues that need t be addressed by the designated lead PIO and reprt t Liaisn. 15 Vlunteer Manager cnducts debriefs at the end f every shift and changes the scripts and training as necessary t imprve clarity and service. 16 Prgram Directr cntinues t mnitr disaster respnse updates frm the EM r PIO fr a week after the event (and lnger if necessary) and shares that infrmatin with call-takers. 17 EM in the EOC determines when t deactivate disaster respnse. Prgram Directr maintains disaster recvery as necessary fr lng-term recvery. 18 Prgram Directr prepares an after actin reprt and imprvement plan f the disaster respnse t prvide feedback t service prviders, EMs, and PIOs. 19 Prgram Directr seeks reimbursement fr services rendered during the disaster respnse. 20 Vlunteer Manager recgnizes call-takers and celebrates disaster respnse accmplishments. Page 19 5/1/17

20 Name/Organizatin Phne Numbers Financial Guidance Center Michele Jhnsn, CEO Christie O Melia, COO Lisa Martin, Call Center Manager Steve Gerge, Outreach and Partnership Engagement, Nrthern Nevada Will Reed, Outreach and Partnership Engagement Specialist, Suthern Nevada Nevada Divisin f Emergency Management Duty Officer Department f Health and Human Services Jennifer White, Crdinatr Cindy Smith, OCPG Chief Michele@financialguidancecenter.cm Christie@financialguidancecenter.cm Lisa@financialguidancecenter.cm Steve@financialguidancecenter.cm Will@financialguidancecenter.cm Varies depending n individual serving as the n-call Duty Officer jwhite@dhhs.nv.gv crsmith@dhhs.nv.gv Cunty Emergency Managers LV Office: Ren Office: Michele Cell: Christie Cell: Lisa Cell: Steve Cell: Will Cell: Back-Up Dispatch Office: Office: Carsn City sbelt@carsn.rg Dispatch: , Office: Churchill mheidemann@churchillcunty.rg Dispatch: , Office: Clark - Jhn Steinbeck jhn.steinbeck@clarkcuntynv.gv LV Metr Dispatch: , Cell: Duglas - Dave Fgersn, dfgersn@eastfrfire.rg Dispatch: , Office: Elk Lt. Kevin McKinney N/A Dispatch: , Office: Esmeralda ecs@frntiernet.net Dispatch: , Office : Eureka rdamele@eurekanv.rg Dispatch: , Office: Humbldt mallen@hcsnv.cm Dispatch: , Office: Lander sheriffrunger@landers.rg Dispatch: , Office: Lincln em@ymail.cm Dispatch: , Office: Lyn jpage@lyn-cunty.rg Dispatch: , Office: Mineral phughes@mineralcuntynv.rg Dispatch: , Office: Nye vpayne@c.nye.nv.us Dispatch: , Office: Pershing clsnvdem@att.net Dispatch: , Office: r 9012 Strey Je Curtis jcurtis@streycunty.rg Dispatch: , Office: Washe Aarn Kennestn akennestn@washecunty.us Dispatch: , Cell: White Pine dwatts@whitepinecuntynv.gv Dispatch: , Office: Vlunteer Organizatins T be cmpleted by FGC Mass Fatality Event Jhn Fudenberg, Suthern Nevada Crner fud@clarkcuntynv.gv Cell: Paul Parker, Assistant Crner Paul.parker@clarkcuntynv.gv Cell: Laura Knight, Deputy Medical Examiner ldknight@washecunty.us Office: Page 20 5/1/17