THE CAYMAN ISLANDS NATIONAL HAZARD MANAGEMENT PLAN

Transcription

1 THE CAYMAN ISLANDS NATIONAL HAZARD MANAGEMENT PLAN VOLUME 2 NATIONAL EMERGENCY OPERATIONS CENTRE STANDARD OPERATING PROCEDURES (SOP)

2 NEOC SOP 2

3 SIGNATURE PAGE The Standard Operating Procedures for the Cayman Islands Hazard Management National Emergency Operations Centre are approved on by Director HMCI Date NEOC SOP 3

4 RECORD OF REVIEWS AND AMENDMENTS Nature of Change Date of Change Page(s) Affected Changes Made By (Signature) National Contact List Aug 7, D.L. Druitt, Sr. General Revision Oct 7, 2010 All McCleary Frederick NEOC SOP 4

5 TABLE OF CONTENTS EXECUTIVE SUMMARY... 1 INTRODUCTORY STATEMENT... 7 RECORD OF REVIEWS AND AMENDMENTS... 4 PART A... 9 INTRODUCTION... 9 Name of Standard Operating Procedures (SOPs)... 9 Purpose... 9 Scope... 9 Concept of Operations... 9 Location of NEOC National Contact List National Emergency Operations Centre (NEOC) Structure The Policy Group NEOC Clusters Operations Cluster Support Services Cluster Emergency Response Cluster Human Concerns Cluster Infrastructure Cluster NEOC Staffing PART B STANDARD OPERATING PROCEDURE (SOP) SOP 1 ACTIVATION AND DEACTIVATION OF NEOC STANDARD OPERATING PROCEDURE SOP 2 ACTIVATION REQUIREMENTS STANDARD OPERATING PROCEDURE SOP 3 WARNING AND ALERTING PROCEDURES FOR NEOC STANDARD OPERATING PROCEDURE SOP 4 WARNING AND ALERTING OF POPULATION STANDARD OPERATING PROCEDURE SOP 5 RESPONSIBILITIES STANDARD OPERATING PROCEDURE SOP 6 CALL OUT AND DISPATCH PROCEDURES STANDARD OPERATING PROCEDURE SOP 7 SECURITIES and LAYOUT STANDARD OPERATING PROCEDURE SOP 8 INFORMATION FLOW TO NEOC STANDARD OPERATING PROCEDURE SOP 9 COMMUNICATIONS AND MESSAGE HANDLING STANDARD OPERATING PROCEDURE SOP 10 INFORMATION MANAGEMENT AND DISPLAYS STANDARD OPERATING PROCEDURE SOP 11 REPORTING REQUIREMENTS STANDARD OPERATING PROCEDURE SOP 12 BRIEFINGS STANDARD OPERATING PROCEDURE SOP 13 HUMAN RESOURCE MANAGEMENT STANDARD OPERATING PROCEDURE SOP 14 WebEOC procedures EOC Management Team PART C USEFUL TIPS FOR THE NEOC RUMOUR CONTROL AND INFORMATION DISSEMINATION STRESS MANAGEMENT NEOC SOP 5

6 APPENDICES APPENDIX 1: NEOC Essential Support Teams Definition of Responsibilities APPENDIX 2: NEOC RESOURCES APPENDIX 3: CHECKLIST - NEOC ACTIVATION APPENDIX 4: NEOC DEACTIVATION CHECKLIST APPENDIX 5: VISITOR S REGISTER APPENDIX 6: MESSAGE LOGS APPENDIX 7: EMERGENCY MESSAGE FORM APPENDIX 8: STATUS BOARDS APPENDIX 9: SITUATION REPORT FORM LIST OF ABBREVIATIONS, ACRONYMS / GLOSSARY OF TERMS NEOC SOP 6

7 EXECUTIVE SUMMARY In any crisis, there must be a central coordinating point from which the crisis is managed. The Cayman Islands National Emergency Operations Centre (NEOC) is this central coordinating point for crises, emergencies and events produced from the potential or actual impact of natural and man-induced hazards on the country. These Standard Operating Procedures (SOPs) for the NEOC document procedures to be followed in alerting, activation, call-out, management and deactivation of the NEOC. They further define authority and responsibilities of actors, reporting relationships among all Emergency Operations Centres (EOC) and information flows and timing. The SOPs also ensure that the welfare needs of the emergency response personnel are addressed. The SOPs are designed to allow NEOC to fulfill its obligation to the people of the Cayman Islands to reducing suffering and hardship by efficiently managing threats and impacts produced by hazards. INTRODUCTORY STATEMENT The Cayman Islands National Emergency Operations Center (NEOC) utilizes a bottom-up approach in all phases of emergency management, with emergency activities being resolved at the lowest possible level of government. The resources of units, sections, departments, statutory boards, authorities and commissions and the national government are utilized in this sequential order to ensure a rapid and efficient response. The NEOC utilizes the Incident Command System (ICS) to respond to and recover from a major disaster. The Cayman Islands has a population of just over 51,900 people residing within Grand Cayman and its sister islands of Little Cayman and Cayman Brac. Many agencies must work together effectively to protect lives, property and the environment in the event of a disasters. The NEOC provides an environment that facilitates coordination between responding agencies, improves the flow of Information and resources that allows for rapid mobilization, deployment and tracking of resources. NEOC SOP 7

8 STRUCTURE OF CAYMAN ISLANDS NATIONAL HAZARD MANAGEMENT PLAN The Plan comprises several Volumes and Annexes as below: VOLUME 1 VOLUME 2 VOLUME 3 Volume 3A Volume 3B Volume 3C Volume 3D Volume 3E VOLUME 4 Volume 4A Volume 4B VOLUME 5 Volume 5A Volume 5B Volume 5C Volume 5D Volume 5E ANNEXES INTRODUCTION/BASIC PLAN This volume includes general information on the national disaster management structure and the roles and responsibilities of Operational Committees. STANDARD OPERATING PROCEDURES OF THE NATIONAL EMERGENCY OPERATIONS CENTRE (NEOC) The SOP provides the procedures for any response for alerting, warning and callout. The SOP also includes procedures for activating, staffing, managing and deactivating the NEOC. HAZARD SPECIFIC PLANS Hazard specific plans cover preparations for and response to hazards. National Hurricane Plan National Flood Plan National Fire Plan (i) Structural Fires, (ii) Forest Fires (iii) Reserved for Chemical Fires (iv) Reserved for fires onboard ships National Oil Spill Plan (i) Preparedness (ii) Response Reserved for other plans - Transportation Accidents, Aircraft Accidents, Hazardous Materials, Domestic and Wild Animals Health Management, Earthquake, Pests, Mass Casualty, Civil Unrest, Contagious Diseases etc. PHASE SPECIFIC PLANS Reserved for National Mitigation Plan Reserved for National Recovery Plan FUNCTIONAL PLANS National Evacuation Plan National Search and Rescue Plan National Telecommunications Plan National Reliefs and Supplies Management Plan Functional Plans of National Sub- Committees District Plans Special Committee Plans APPENDICES Contact Lists Resource Lists NEOC SOP 8

9 PART A INTRODUCTION Name of Standard Operating Procedures (SOPs) The SOPs shall be called the National Emergency Operations Centre Standard Operating Procedures for the Cayman Islands, hereafter called the NEOC SOPs. Purpose The NEOC SOPs are developed to guide activation, call out, staffing and management of the NEOC for response to any hazard affecting the Cayman Islands. Authority The NEOC SOPs are developed under the (Legislation Pending) which gives the HMCI the responsibility of developing and maintaining a national disaster plan. The NEOC SOPs are a volume of the National Hazard Management Plan of the Cayman Islands. Scope The NEOC SOPs will be implemented once it becomes necessary to activate the NEOC. They will remain in effect until the NEOC is deactivated. The NEOC SOPs set out procedures to be followed at national level in preparation for and response to a threat to or impact of a hazard on the Cayman Islands. Assumptions a) There is currently a structure and soon to be, a purpose-built structure in which there is or will be adequate dedicated space for the National Emergency Operations Centre and its staff. b) The buildings are or will be engineered structures located in an area not normally subject to flooding. c) The structure will be designed to hurricane and seismic resistant standards appropriate to a critical facility. d) The building should be self-contained with stand-by power and emergency water supply. e) The building should contain the necessary functional areas such as operations room, communications room, executive area, rest area, eating area, briefing area. f) NEOC staff familiarity with the functions and operations of an NEOC. Concept of Operations The EOC provides for a centralized focus of authority and information and allows for face-toface coordination among personnel who must make decisions regarding priorities in the use of resources. The following are the major functions performed by the NEOC Coordinate emergency response between agencies. NEOC SOP 9

10 Disseminate information to all responders, Media, Government agencies, MLA and other Coordinate NEOC operations through the NEOC Manager and assigned NEOC Staff. Prioritize emergency responses and allocation of resources. Maintain system to track all response agency tasks, assignments, requests for assistance and other data relevant to the emergency. Produce daily Incident/Situation Reports Manage all aspects of the NEOC facility and operational support. Location of NEOC The NEOC is located at the Central Fire Station, George Town. The alternate NEOC will be located at the HMCI Office located at the Corporate Center on 27 Hospital Road, should the Primary NEOC be non-functional. National Contact List Due to the frequency of changes to the National Contact List it is attached as a separate Document. The National Contact List is available at each call taker station and Duty Officer Handbook. NEOC SOP 10

11 National Emergency Operations Centre (NEOC) Structure The NEOC structure will be organized as follows: (See Fig. 1) The Policy Group During any response issues will arise which require policy level inputs and decisions. This is provided by the Policy Group. s of the Policy Group at the NEOC are: The Deputy Governor The Cabinet Secretary Chief Officer Internal External Affairs Director Hazard Management Cayman Islands Chair JCS / Director GIS Other members appointed by the Chair s of the Executive Group at the Governors EOC are: The Governor The Premier The Attorney General Commissioner of Police NEOC Clusters Five operational clusters have been designated with in the NEOC and the Clusters have been delegated to carry out various functions for the NEOC. These Five Clusters are: 1. Operations Cluster 2. Support Services Cluster 3. Emergency Response Cluster 4. Human Concerns Cluster 5. Infrastructure Cluster Each Cluster is organized into an assembly of like functions. The clusters are made up of personnel with designated responsibilities from various Ministries/ Portfolios and the private sector. Individual Cluster responsibilities are; Operations Cluster The NEOC Operations Cluster has the primary responsibility; to manage the NEOC operations when an event is threatening or has occurred In exercising this responsibility, the NEOC Operations Cluster serves as the administrative and operational arm of the NEOC. Support Services Cluster The Support Services Group incorporates the functions of Joint Communication Services, Continuity of Operations, Resource Support, Private Sector Services, Aid Management, and Impact Assessment. The primary role of the Support Services Cluster is to; dissemination and coordination of public information, notices and warnings to the NEOC SOP 11

12 local and international media provide an efficient system to receive and rapidly record all goods and supplies received from international sources provides an effective and efficient means to identify, source, and procure response resources provide an efficient system to receive and rapidly record all goods and supplies received from international sources the identification, provision, distribution, and tracking of essential relief services Emergency Response Cluster The primary role of the Emergency Response Cluster includes: the management of evacuation of populations from the islands, search & rescue missions, protection of property before during and following an event. T establish emergency traffic routes, provide traffic control, provide security to assure the public s safety. Human Concerns Cluster The Human Concerns Cluster is responsible for; the immediate and long term care and welfare of the population. assessment of needs and sheltering of those requiring such assistance before during and following an event. It oversees caring for the basic needs of those displaced because of the event, through sheltering, health and medical care and feeding when required. Infrastructure Cluster The Infrastructure Cluster is responsible for maintaining the Countries physical ability to operate before, during and following a disaster and additionally to, prepare and protect public facilities before, during and following an event, initiate the removal of disaster debris to open emergency transportation routes, coordinate the restoration of utilities: power, water and communications, ensure Port and Airport operations are secured & maintained, and involvement in the provision of a National Economic Impact Assessment. NEOC Staffing NEOC Staff will be drawn from various agencies of the Cayman Islands Government as well as other public and or private agencies. The HMCI Director, i.e. having overall responsibility for the response, is the National Emergency Coordinator (NEC). The NEC, however, does not have an operational role. The person in charge of the NEOC is the NEOC Manager, who has responsibility for ensuring smooth running of operations. The role of NEOC Manager will be filled by the Deputy Director Operations (HMCI) or in his absence other Deputy Directors of HMCI. If a shift system is required one of the other HMCI Deputy Directors will head the second shift. The Information and Communications Technology System Manager will be provided by HMCI. The Operations Officer, Senior Telephone Call Taker Supervisor, Telephone Call Takers, Radio and/or Amateur Radio Operators will be provided by the Cadet Corps. The will also be used to assist with communicating with various departments as well as District EOC s. They will also support any back-up communications requirements that may be NEOC SOP 12

13 required. Coordination of functional areas will be provided by members of each Cluster. The Cluster Manager for each Cluster will be the primary person with this responsibility. Note: Each Cluster must ensure that a minimum of three persons are trained to staff each cluster Position in the NEOC, to allow rotation of personnel. NEOC SOP 13

14 Figure 1 National Emergency Operations Centre Structure H.E the Governor NHME Policy Group (NHMC) Planning Group SIEC & Committees National Weather Service Gov. Information Service Officer NEOC Manager IT Tech Officer Operations Officer Support Services Manager EST 1, 2, 3, 6, 12 Emergency Response Manager EST 7, 8 9, 10 Human Concerns Manager EST 11, 13, 14, 17 Infrastructure Manager EST 4, 5, 15, 16 Joint Comm. Services Evacuation Shelter Operations Economic Impact Assessment Continuity of Ops 2 District Emergency Response 8 Medical Relief Services 13 Initial Clearance & Debris Mgt 5 Resource Support Search & Rescue Mass Fatalities Management Emergency Communications Economic Continuity 6 Security & Law Enforcement 10 Voluntary Agencies Disaster Centre 17 Utilities/ Communication 16 Essential Relief / International Aid Management 12 NEOC SOP 14

15 PART B STANDARD OPERATING PROCEDURE (SOP) 1 SOP 1 ACTIVATION AND DEACTIVATION OF NEOC The NEOC will be activated by the Director HMCI, or in his/her absence the Deputy Director Operations HMCI, acting in Consultation with the Chair, National Hazard Management Council. The NEOC, the Director of the National Emergency Operations Center will be responsible for ensuring set-up of the NEOC and availability of resources and equipment. The NEOC is normally closed, but is maintained to be activated on short notice. During periods when the NEOC is closed access to incidents is provided through WebEOC. NEOC Levels of Activation The Cayman Islands NEOC operates at one of three levels of activation: Level I Full Scale Activation Level II Partial Activation Level III - Monitoring and Assessment Level I - Full-Scale Activation In a full-scale activation, the NEOC is fully activated and maybe on a 24-hour schedule due to an imminent threat or occurrence of a disaster. All Clusters, EST and supporting agencies are activated. An Incident Action Plan (IAP) is established that identifies the operational objectives and priorities of the incident. The Sister Islands Emergency Committee will be the point of contact for emergencies or disasters on the Sister Islands. The NEOC may be activated for such events if required. Level II - Partial Activation Level II is typically a transitional, limited agency activation to initiate preparations due to a significant threat of a disaster or to coordinate response due to the occurrence of a minor disaster. Typically during Level II activation, the NEOC is operational for 8-12 hours each day, but it may be operational 24 hours/day. Most, if not all, Emergency Support Teams (EST) are alerted of the event, but only the HMCI staff and select EST that are essential for an appropriate incident response, are activated and required to report to the NEOC. Level III - Monitoring and Assessment During this Phase the NEOC is closed. An HMCI Duty Officer is on-call 24 hours/day, 7- days/week, and is advised of any significant events by the Cayman Islands 911 Office Warning Point, concerned citizens, or other agencies. The Duty Officer also has the responsibility to monitor and follow-up on any threat, unusual event, or situation that has the potential to impact the Cayman Islands (e.g., media reports, weather NEOC SOP 15

16 advisories, etc.). A Level III is typically an internal issue for HMCI and involves little, if any, inter-agency direction and coordination. The threat, unusual event, or situation simply warrants observation, verification of appropriate action, and follow-up by HMCI staff. Deactivation The Manager of the NEOC will deactivate the NEOC, in consultation with the Director of HMCI, or the Deputy Governor or chair of the NHMC, when coordination of response at national level is no longer required, and the recovery phase of operations is sufficiently advanced. Normal governmental procedures would resume when the NEOC is deactivated. The checklist for activation and deactivation as listed in the appendix should be used. Appendix 2 for Listing of NEOC Resources Appendix 3 for Activation set-up checklist Appendix 4 Deactivation checklist Note: As the NEOC is a dedicated EOC, all resources needed for its set-up will be stored at the building. However, a set of large boxes should be kept in which the supplies and resources can be packed and moved, should it become necessary to move to an alternate NEOC location. Over time, the alternate NEOC should have its own set of supplies and equipment, in case the NEOC and contents are destroyed or become inaccessible NEOC SOP 16

17 STANDARD OPERATING PROCEDURE 2 SOP 2 ACTIVATION REQUIREMENTS Types of incident that may require NEOC activation are: a) Any incident which may require a substantial evacuation and/or relocation to a given area. b) Any event posing a potential threat for a mass casualty incident. c) Any weather related phenomena. d) Any large or multiple structure fire, structural collapse or technical rescue incident. e) Any hostage situation f) Any significant transportation incident including aircraft, marine and road vehicles. g) Any event posing a major environmental threat including hazardous materials, radiological and terrorist events. h) Any mass immigration incident. i) Any wildfires. Note: The NEOC will be activated when an incident or imminent threat is at a National level or on the request of any agency when the response to an incident exceeds the agency capacity. See National Contact List included in this document for contact information. Basic Instructions For Personnel Setting Up the NEOC On notification of an activation of the NEOC from the Director of HMCI personnel will setup the NEOC for activation. OPERATIONS ROOM (NEOC) 1. Turn on all equipment a. Turn on all computers and monitors in the operation room. b. Turn on all radios at the call-takers station. c. Turn on projectors, printers, copiers and all other equipment d. Place all satellite phones (4) on charge in the laptop cabinet. 2. Turn down AC units, 3 units 2 thermostats in Operation Room and 1 in Policy room 3. Log onto WebEOC (see instructions to log on to WebEOC below) create incident if not available on WebEOC. NEOC SOP 17

18 4. Personnel to monitor radio and Telephone and record all activity on WebEOC. WebEOC Log On Operations Officer Position Log in EOC_FR Password Duty Officers Computers Log In CaymanIslands_EOC Password Call-taker Supervisor Log In Name EOC_FR Password NEOC Call-taker Login Password HMCI Incident Training or Actual Incident Type POLICY ROOM 1. Teleconference System a. Turn on Power On button (front of TV unit) b. Turn on Rocker Switch (back of camera unit ) c. Use remote to turn on TV with Source Button d. Activate All Call Button, (after All Call Activated, Citrus Grove, Cayman Brac, HMCI Main Office and the NEOC will all appear on the screen. NEOC SOP 18

19 STANDARD OPERATING PROCEDURE 3 SOP 3 WARNING AND ALERTING PROCEDURES FOR NEOC Warning procedures are to be followed for ALL threats. Warnings can come from a variety of sources depending upon the type of situation. Warnings will, however, normally be received from one or more of the following sources: a. The Cayman Islands National Weather Service. Weather situations including hurricanes and flooding b. Cayman Islands Emergency Communications & Electronic Monitoring Marine emergencies Hazardous fire situations Industrial/Traffic accidents c. Health Services Authority Major human health issues d. Department of Agriculture Animal/Plant health issues e. Cayman Islands Airport Authority Aircraft Accidents f. Other situations General public Media Warning information may be received by any of the following means: Telephone Fax Radio Personal contact When the NEOC receives notification of an emergency or incident in addition to the Fire and Police Service, additional agencies may be notified. NEOC SOP 19

20 FIG. 6: NEOC Notification Diagram Significant Event Occurs (Reported to (911 Centre) Significant Event Notification / Warning comes from Emergency Agencies (911 Centre), Warning Agencies, The Public, Other sources to RCIP (Police), RCIF (Fire Service) other agencies, HMCI Staff Duty Officer HMCI Director Notified by HMCI Staff Duty Officer Of Significant Event Chief Officer PI & EA Called by Director HMCI Deputy Governor Called by Chief Officer I & EA HMCI Director Confers with HMCI Staff Duty Officer RCIPS. CIFS and other Agencies Decision to Activate or Not IF DECISION TO ACTIVATE NEOC MANAGER NOTIFIES CLUSTER MANAGERS Governor Notified by Deputy Governor Cabinet Notified by Governor NEOC Emergency Support Team Cluster Chairpersons Call NEOC Emergency Support Team Cluster s (including NGOs), Utilities Private Sector Partners District Coordinators/Chairs District Committee Chairpersons Call District Committee s NEOC SOP 20

21 STANDARD OPERATING PROCEDURE 4 SOP 4 WARNING AND ALERTING OF POPULATION Once activated, the NEOC is responsible for alerting and warning the population to national threats or emergencies. The NEOC Manager, with approval from the HMCI Director, will ensure that warning of the population is carried out. a) Hurricanes Warning of the population for hurricanes will be given by: I. Flying of flags specific to each phase of warning as per hurricane plan. II. News releases via electronic and print media III. Use of other alerting mechanisms such as cell phones b) Floods Warnings will be given by: I. News releases via electronic media II. Use of loud hailers, police cars as necessary III. Use of any local alerting mechanism available c) Hazards without warning In cases of rapid onset hazards, HMCI will be alerted by the 911 Center or district personnel, or members of the public, or other emergency services agencies. Public alerts will be disseminated via electronic media and loud hailers as necessary. NOTE: In cases of rapid onset hazards, alerting of the public must not wait for activation of the NEOC. Once alerted, HMCI Agency, in conjunction with the Government Information Services, will issue the necessary alert and warnings to the public via all available means. b) Translations of Warning Messages Translations of warnings to languages other than English will be coordinated by the JCS. c) Warnings for Special Populations i) Warnings in sign language for visual media, for the hearing impaired, will be coordinated by the JCS. ii) Coordination of warnings to physically challenged/ visually impaired, and aged will be the responsibility of the JCS. NEOC SOP 21

22 d) Evacuation Warnings Evacuation warnings will be given by the NEOC or NEOC Manager in consultation with the National Hazard Management Council, by electronic media, loud hailers or and any local warning systems available in the affected area. NEOC SOP 22

23 STANDARD OPERATING PROCEDURE 5 SOP 5 RESPONSIBILITIES DISASTER MANAGEMENT STRUCTURE CAYMAN ISLANDS H.E. National Security Committee CABINE National Hazard Management Legislative Assembly National Hazard Management Council Meteorological, Geological, Technological, Transport, Medical, Agricultural and Human hazards Specific Hazard Management Groups can be convened as necessary Hazard Management Cayman Islands Sister Islands Emergency NATIONAL EMERGENCY OPERATIONS CENTRE OPERATIONS & POLICY Operations - Lead, Support Agencies, Subcommittee reps, Technical experts, Policy Level Chair/Dep. Chair Council, C.Os, Dir. HMCI etc Support Services Emergency Response Human Concerns Infrastructure NEOC SOP 23

24 DIRECTOR HAZARD MANAGEMENT CAYMAN ISLANDS (HMCI) The Director Hazard Management Cayman Islands The Director (HMCI) is the individual who is responsible for ensuring efficient coordination of national response and reports directly to the Policy group. Has overall responsibility for management of operations and the NEOC. Liaise with the Policy Group for the NEOC and Ensures Policy group is kept updated. HMCI Director is responsible to resolve any operational conflicts. Directs the release of news information with liaises with JCS and the news media. Direct liaison with International Agencies in conjunction with Governors Office. The NEOC Manager The NEOC Manager is the Deputy Director Operations (HMCI), is directly in charge of the NEOC and reports to the Director (HMCI). Alternates are the HMCI Deputy Director Preparedness and Planning, and/or others as so appointed by the NEOC Manager. Sets up NEOC when activated (See Checklist at Appendix 3) Coordinates the operational requirements of NEOC Emergency Support Teams during Alert through to the All Clear, as necessary. Coordinates the NEOC operations and is responsible for facility management. In consultation with the Director HMCI, activates and deactivates NEOC Authorizes or Activates call-outs Responsible for briefing Policy Level Personnel Responsible for ensuring dissemination of accurate and timely information to public, and or other agencies with-in the government Ensures Debrief of incident and production of Debrief Report Ensures that NHC Emergency Support Teams are ready to fulfill their roles and responsibilities for the Hurricane Season. (activity of HMCI) Ensures that the NEOC is kept fully briefed and appropriate staff reports to NEOC. Carries out the directives of the NEOC Policy Group. Coordinates the operational requirements of NEOC from Alert through All Clear, as necessary Approves releases, information from Operations Group to Policy Group Ensures necessary food and materials in place for NEOC staff welfare ensures various areas within NEOC have signs for identification CLUSTER MANAGERS - STAFFED BY MEMBERS OF VARIOUS GOVERNMENT AGENCIES In conjunction with other Cluster Managers and the NEOC Manager, review NEOC NEOC SOP 24

25 procedures to ensure that any NEOC procedure changes are reflected in the Cluster SOP s and brought to the attention of the NEOC Manager Liaise with other cluster managers establish schedule of cluster reports in order to maximize the effectiveness and efficiency of the response effort of the Cayman Islands Government at the National Emergency Operations Center Ensure that all Cluster s are oriented to their individual responsibilities Establish a process for organizing and processing requests Coordinates support functions to ensure smooth running of NEOC Ensures NEOC cluster equipment kept functional Organizes repairs to equipment if necessary when support field operations Ensure that Cluster s understand the need for expedient processing of requests Ensures daily briefings and review and planning sessions for NEOC personnel OPERATIONS OFFICER - CADET CORPS STAFF MEMBER Manages Communications Centre in the NEOC Assists in the management of NEOC operations and resources Manages incoming reports displays from incident management system and ensures proper display of information in NEOC Responsible for briefing NEOC Manager on status of incoming reports and on the progress of response Tracks, monitors critical events/major problems, ensures appropriate action taken Ensures smooth flow of information and messages within NEOC In conjunction with Cluster Managers and NEOC Manager ensures coordination of resources needed for logistical support Maintains up-to-date WebEOC and the necessary logs, diaries, situation maps, etc. Assists NEOC Manager in production of Situation Reports INFORMATION COMMUNICATIONS TECHNICAL OFFICER Ensures that NEOC is ready for the Hurricane Season, including communications equipment check- outs, vital supplies inventory checks, etc. Monitors status of communications at District EOC s and Shelters by consultation with DEOCs and Shelter Staff Carries out interim repairs to communications equipment used to support the NEOC GOVERNMENT INFORMATION SERVICES OFFICER Keeps in close contact with warning agencies and coordinates warnings to public Coordinates all outgoing information for public, drafts releases Monitors District Committees relating to situation on the ground and passes information to warning agencies NEOC SOP 25

26 Assists Director NEOC with production of Situation Reports Maintains journal of all NEOC meetings and briefings Ensures proper and timely message handling NATIONAL METEOROLOGICAL SERVICE Responsible for forecasting weather events Responsible for providing warnings for meteorological events Responsible for monitoring tsunami warning system TAOS DISPLAYS and INFORMATION COORDINATOR Coordinates display of information coming into NEOC on boards Keeps maps, charts, status boards updated Maintains contact with Cluster Managers to ensure accuracy of information Alerts NEOC Manager to conflicting, inaccurate information SENIOR RADIO & TELEPHONE OPERATOR/OPERATORS Receive and transmit messages Record messages on WebEOC and on message forms when necessary Keep message logs ROLES OF KEY AGENCIES, ORGANISATIONS AND SUPPORTING STAFF In addition to the staff listed above, the NEOC will require supporting staff in the form of typists and runners. It is the responsibility of the Portfolio of the Civil Service, Human Resource Department to identify and the personnel as required per shift for the NEOC. These personnel will be assigned by the NEOC Manager. NEOC SOP 26

27 EMERGENCY SUPPORT TEAMS (EST). a) Emergency Support Teams (EST) represents groupings of similar types of functions during a response. b) The lead agency/department will be responsible for identifying the resources within the EST that will accomplish the mission, and will coordinate the resource delivery via the cluster and cluster manager. The lead department for the EST will be responsible for obtaining all information relating to EST activities and requirements needed by the emergency and disaster response. c) The NEOC will respond to requests for assistance through the EST process. Within the NEOC, requests for assistance will be tasked to the appropriate Cluster tasked with managing the EST for completion. That Cluster will be responsible for coordinating the delivery of that assistance. With concurrence from the NEOC Manager, EST # 5 will issue mission assignments to the lead agencies for each EST based on the identified resource shortfall. d) Departments performing essential functions may be required to remain on duty during activation of the NEOC. During emergencies, the Director HMCI, NEOC Policy Group and/or NEOC Manager determine which EST is to be activated to meet the disaster response needs. The NEOC may operate under various shifts shift configurations such as, 6:00am - 2:00pm, 2:00pm - 10:00pm, 10:00pm - 6:00am, or as dictated by the on going scenario. See Appendix 1: NEOC Essential Support Teams (EST s) Definition of Responsibilities NEOC SOP 27

28 FIG. 4: NEOC RESPONSE FUNCTIONS AND RESPONSIBILITIES MATRIX Emergency Support Teams (EST) EST 1 - Joint Communication Services EST 2 Continuity of Operations EST 3 - Resource Support EST 4 Economic Impact Assessment EST 5 Initial Clearance & Debris Management EST 6 Economic Continuity EST 7 - Evacuation EST 8 District Emergency Response EST 9 Search and Rescue EST 10 Security and Law Enforcement EST 11 Shelter Operations EST 12 Essential Relief Services/ International Aid EST 13 Medical Relief EST 14 Mass Fatalities Management EST 15 Utility / Communication EST 16 Voluntary Agencies Response Cluster Support Services Cluster Support Services Cluster Support Services Cluster Infrastructure Cluster Infrastructure Cluster Support Services Cluster Emergency Response Cluster Emergency Response Cluster Emergency Response Cluster Emergency Response Cluster Human Concerns Cluster Support Services Cluster Human Concerns Cluster Human Concerns Cluster Infrastructure Cluster Human Concerns Cluster Responsible Portfolio/Ministry/Agency Support Agency Government Information Services (GIS) Portfolio Civil Service Finance & Development Economics & Statistics Office/ Finance and Economics National Roads Authority (NRA) /Department of Environmental Health Chamber of Commerce Cayman Islands Airport Authority Hazard Management Cayman Islands (HMCI) CIFS/RCIP RCIP Children and Family Services Auditor Generals Office Health Services Authority RCIP / HAS Water Authority /Private Companies Red Cross as Chair VADC NEOC SOP 28

29 STANDARD OPERATING PROCEDURE 6 SOP 6 CALL OUT AND DISPATCH PROCEDURES CALL OUT Call-out of NEOC Staff is the responsibility of the NEOC Manager who will be assisted by staff of HMCI. Call-out will follow the diagram in FIG. 7 FIG 7 NEOC CALL-OUT DIAGRAM 911 Call Center, Police & Fire Service HMCI On-Call Duty Officer HMCI Director Cabinet Chief Secretary and or Designee HMCI Deputy Director Operations / NEOC Manager HMCI Admin Staff (If required) Operations Cluster Manager Support Services Cluster Manager Emergency Response Cluster Manager Human Concerns Cluster Manager Infrastructure Cluster Manager Cluster Managers CALL OUT Cluster s Callout responsibilities are as follows: The HMCI Director calls the NEOC Manager The NEOC Manager calls the other HMCI Deputy Directors, the Information and Communications Technology System Manager, the Operations Officer, the Government Information Services Officer, the Cayman Islands National Weather NEOC SOP 29

30 Service Officer, and any additional HMCI Administrative Staff as required. The NEOC Manager additionally calls all four Cluster Managers, who in turn will notify the required Cluster Staff s. NOTE: Some responses will require technical skills which may not reside with any of the NEOC Operational Clusters, or in the Public Sector. The NEOC will make contact with persons having these specialist skills and arrange for their inputs as necessary. DISPATCH INTERFACE OF NEOC AND INCIDENT SITES Depending on the nature of the emergency or disaster, it may be necessary to establish command posts at the scene of incidents in order to better manage the situation. The on site management system which will be used is the Incident Command System directed by an Incident (or On-Scene) Commander. In such cases it is the responsibility of the Incident Commander to establish a command post, direct operations on the ground and report to the NEOC. Incident Commanders will be: a) For general Land and Marine Search and Rescue Operations: Senior RCIPS Officer at scene b) For Search and Rescue in collapsed structures, vehicle extrications, all fire scenes: Senior CIFS fire officer present at scene. c) For Oil Spills or Releases: Department of Environment and the Petroleum Inspectorate d) For other hazardous materials discharges: Department of Environmental Health e) For Mass Casualty: Senior Doctor present from the Health Services Authority. f) Domestic Animal/Plant health: Department of Agriculture. NEOC SOP 30

31 STANDARD OPERATING PROCEDURE 7 SOP 7 SECURITIES and LAYOUT Security Layout Security is important to prevent unauthorized access to the NEOC. A security officer will be located at the entry point of the NEOC. This officer will keep a register of all persons entering and exiting the NEOC, and provide passes to these persons. Security will be provided by: The Royal Cayman Islands Police Service/ RCIPS Procedures will be: a) Open register/log for all entries and exits b) Log those entering and issue passes as per directions of Director c) Log those leaving and collect passes d) Prevent unauthorized entry e) Close register and pass to NEOC Operations Officer on deactivation See APPENDIX 5 for NEOC Visitors Register These areas are designated in the NEOC building: a) Briefing area/ Policy Group Room Briefing of the Policy Group, meetings of members of Policy Group will take place in this area b) Communications room Communications room houses the communications equipment and operators for the NEOC. This room is close proximity to Operations Room c) Operations room Command center from which all coordination of response takes place. Operational Clusters and Agency Representatives are located here. d) Rest area and Rest rooms Rest area for NEOC staff, does not include sleeping quarters e) Kitchen and Eating area Area for storing supplies; preparing and eating meals f) Media area Area in which media can prepare their reports, make contact with media houses, send reports out. g) Briefing area Area separate from Policy Room, in which meetings / briefings can take place, NEOC SOP 31

32 FIG. 8: NEOC FLOOR PLAN SECOND FLOOR FIRE HEADQUARTERS Emergency Response Cluster NEOC Layout and Coordination Team Human Concerns Cluster Infrastructure Cluster Emergency Response Infrastructure Emergency Response Manager Infrastructure Manager Evacuation Economic Impact Assessment District Emerg. Response Liaison Initial Clearance & Debris Mgt Search & Rescue Emergency Communications Security & Law Enforcement Utilities / Communications Human Concerns Human Concerns Manager Shelter Operations Medical Relief Services Mass Fatalities Management Voluntary Agencies Support Services Support Services Manager Joint Communications Svc. Continuity of Operations Resource Support Economic Continuity Essential Relief Svc./ International Aid Mgmt Support Svc. Cluster Operations Cluster Policy Group NEOC SOP 32

33 STANDARD OPERATING PROCEDURE 8 SOP 8 INFORMATION FLOW TO NEOC In order to effectively manage the response, the NEOC must be fed information from the field as well as from the other EOC s which may be activated. Reporting relationships among the NEOC, Operational NEOC Clusters and District EOC s are shown in the diagram below: Bold lines indicate direct reporting. FIG 9: REPORTING RELATIONSHIPS TO NEOC NEOC OPERATIONAL NEOC CLUSTERS FIELD TEAMS (District) DISTRICT OPERATIONAL Emergency Operations Centers FIELD TEAMS (National) Fire, Police, Public Works etc. NEOC SOP 33

34 STANDARD OPERATING PROCEDURE 9 SOP 9 COMMUNICATIONS AND MESSAGE HANDLING COMMUNICATIONS Good communications is vitally important to the efficient management of any emergency. The primary communications system is the telephone network. Cellular and Satellite phones permit mobile communications, and maybe issued by the NEOC upon activation. VHF and HF Radio communications are also available at the NEOC, which can allow communication to satellite sites. Complementing the national network, will be those agencies which have their own radio systems, such as the Amateur radio operators will also be used to assist in communications. Facsimile transmissions, text messaging and will also be used to supplement communication where available. NEOC Radio System Channel Usage for Grand Cayman System A: 1. Normal (internal to individual departments) radio system operation may utilizes several channels: System B: 2. NEC radio system operations may utilize up to 12 channels [n.b., on older radios it may be 2-A, 2-B, 2-C, etc]: 3. There are NEOC Clusters that will utilize these channels both for emergency communication in the field and also between the NEOC Cluster Managers and their members. This is provided for where one Cluster is generally responsible for a specific Emergency Response Cluster Function; for example, the Emergency Response Cluster is responsible for Evacuation, District Emergency Response, Search & Rescue and Security & Law Enforcement. 4. Radio s are in limited supply so priority and amount of radios for distribution are as follows: a.) HMCI Staff 10 b. MLA s 20 c. Cluster Managers 5 d.) Shelter Staff, 17 Shelters (1 base station and 2-hand helds per shelter) Total Hand Held Radios 86 NEC-1 Coordination Primary - NEOC Primary (Initial channel for all callers logging into the NEOC Net and to receive follow-on instructions from the NEOC) NEC-2 NEC-3 NEC-4 NHC-5 Communication between Sister Islands Cluster Communication between Support Services Cluster Communication between Emergency Response Cluster Communication between Human Concerns Cluster NEOC SOP 34

35 NEC-6 Communication between Infrastructure Cluster NEC-7 All Grand Cayman Hurricane Shelters NEC-8 Medical Centres NEC-9 s Legislative Assembly (MLA) NEC-10 Public Works Department Grand Cayman NEC-11 Assigned by NEOC Net Control NEC-12 Assigned by NEOC Net Control SIMPLEX Backup Only DUPLEX For use if instraucted by NEOC NOTE: The Sister Islands only have access to channels NEC 1 5 and Simplex 5. If the Government radio system becomes unusable it will not be possible to notify the users by radio of a system failure. Therefore, if the users find that their radios do not function on either System A or System B, they should attempt to communicate via channel Simplex (Zone B-12) moving to Duplex after the storm has passed. 6. Users should be aware that in the event of Simplex or Duplex being activated, communications must be limited to transmissions of a very urgent nature as these channels have a limited capacity and limited range therefore become readily overloaded. Basic Instructions for Personnel Operating Radios a) Turn on power to radio. (on/off switch on front panel) b) To ensure that your radio is operating properly, make a radio check with another station. c) Listen to your radio and ensure that no one is talking before you transmit a message. d) NOTE: If someone is transmitting a message and you try to transmit at the same time, the results are that no one receives anything because both messages become garbled. It is therefore very important to listen and not to transmit while other parties are talking. e) To transmit a message: Listen to ensure there is no one sending a message. If no one is sending, hold the microphone approximately one inch from your lips and depress the push-to-talk button. f) With the push-to-talk button depressed, speak clearly and say the "CALLSIGN" of the station you are trying to contact. This should be followed by your "CALLSIGN" and the word "OVER". g) NOTE: The word "OVER" indicates to the receiving station that you are finished talking and he can now reply. h) EXAMPLE: (CALLSIGN) Echo 1 this is Bravo 1 Over. i) If the station you are calling hears you, then he would reply, (CALLSIGN) Bravo 1 this is Echo 1, Go Ahead. j) Speaking clearly, you will then say your message. Remember to indicate the word "OVER" after each message. k) It is important for record purposes that messages for transmission be written on a pad and signed by the issuing officer. l) Messages should be brief yet giving full details as required. m) Messages are easily misunderstood and should "NEVER" be acknowledged unless correctly received. NEOC SOP 35

36 n) The receiving station should note the time and signature of the person who received the message. Other Information Held by Sub-Committees Additional information is contained in the Telecommunications S-C plan as below: a) Telecom Equipment & Service Providers b) Roster of Cayman Amateur Radio Society s c) National Radio-Communications Equipment Allocation. MESSAGE HANDLING Message handling procedures must be designed to ensure efficient and quick passing of messages from originator to destination. The Call Taker Supervisor will ensure the smooth flow of messages into and out of the Operations Cluster/Communications Room. Messages coming in to the NEOC will go first to a Call Taker/Radio Operator in the Operations/Communications Room. (See Fig 7a) Procedures below refer to all messages for the Operations/Communications Room. Call Taker/Radio Operator a) Record message in WebEOC or triplicate on the Emergency Message Form, b) Log on the Message In Log, c) Number Senior Call Taker/Operations Supervisor a) Assign precedence, either post to the Significant Events Board or assign to a Cluster via posting the message to the Mission/Task Flow Board, b) Ensure copy is kept in the Operations Room if triplicate method used and keep NEOC apprised of any significant changes or updates relative the ongoing event. Order of Precedence a) Lives endangered immediate emergency response needed b) Lives endangered, fast response needed c) Fast operational response required (usually health and/or welfare matter) d) Safe Guard of property e) Routine NEOC Manager a) Assigns responsibility for acting on the message if routine distribution is uncertain b) Passes a copy to Policy Group if Policy Decision Level Required. c) Ensures clusters are updating status boards and maps. The cluster/individual assigned responsibility for actioning the message will indicate on the copy what action has been taken and when; and the message will then be filed in the PERMANENT file by the call taker/radio operator. Messages in the process of being acted on will be filed in the PENDING file. Once the status boards and maps have been updated the copy of the message will be placed in the PERMANENT NEOC MESSAGES File. NEOC SOP 36

37 (Note; this process will only be used if WebEOC Electronic Incident Management System not functioning. (Fig. 7a) NEOC SOP 37

38 FIG.9A NEOC MESSAGE FLOW CHART IN TO OPERATIONS ROOM Message into Call Taker/Call Taker Supervisor Recorded, Numbered, Precedence Passed for Logging to - Significant Events Board Or Operational Clusters/ Managers Mission Tasking Board Copy viewed by Operations Officer and NEOC Manager. NEOC Manager Monitors responsibility for action and inputs further direction to NEOC Cluster Managers if needed, Display Boards Team Post Information (hard copy if electronic version not available). (It should be noted that a new incident management system WEBEoc is currently being fielded and should electronically streamline the current stubby pencil process.) Agency actions message, records action, copy to PERMANENT file or PENDING file PENDING FILE Displays updated, copy to NEOC MESSAGES FILE NEOC MESSAGES PERMANENT FILE Note: On deactivation, the PERMANENT and PENDING messages can be matched against the incoming message log file to see if messages were actioned in a timely manner. These files will represent a permanent record of messages from the incident/event, and should be analyzed for the debrief exercise. Messages going out from the NEOC (Fig. 9B) Agency/Organization generates message on message form, passes to Journal Clerk. Journal clerk a) Log b) Assign a number, c) Send from the Operations Room to the Communications Room d) File copy Radio Operator a) Log on the Message Out Form, NEOC SOP 38

39 b) Number c) File copy Senior Call Taker a) Assign precedence b) Dispatch c) Ensure copy filed See Examples of Message Logs and Forms at Appendices 6 and 7 Communication and message handling procedures maybe superseded by procedures listed in the National Telecommunications Plan when it is developed. FIG. 9B NEOC MESSAGES FLOWCHART OUT OF OPERATIONS ROOM Message generated in Operations Room, and passed to Policy Room, When message sent, Journal Clerk, logs and numbers. MESSAGE and a copy filed, Copy of filed message provided to NEOC Manager. Message Out MESSAGES SENT FILED IN OPERATIONS ROOM Communication with MLA and NHMC s Communications to the MLA and NHMC members will be sent via (CaymanIslands_EOC) Text () and fax when necessary. The Journal Clerk will be assigned to send all messages provided by the NEOC Manager. The Journal Clerk will be located in reception area outside of cluster room.. NEOC SOP 39

40 STANDARD OPERATING PROCEDURE 10 SOP 10 INFORMATION MANAGEMENT AND DISPLAYS MAPS A copy of messages entering the NEOC Operations Room is passed to the Map Marking and Displays Coordinator who will ensure that all maps and display boards are updated. Displays and maps will vary depending on the incident/event but should include the following: a) Weather tracking map b) Incident Map -Topography map(s) of affected area(s) with status of roads, inundation etc plotted with various symbols, with key to symbols c) Hazard maps showing areas vulnerable to hazards such as flooding, storm surge, hazardous materials incidents etc. d) Resource map showing location of major resources, distribution centres etc. LOGS (See Forms at Appendix 6a and 6b) a) Major Incident Log- record of all major events resulting from incident, time and action taken. b) Problem Log used to track problems and solutions developed. STATUS BOARDS (See Forms at Appendix 8) DIARIES a) Summarizing status of key facilities, shelters etc. b) Damage Status Board summarizing impact of event Kept by NEOC Manager and Operations Officer as well as Operational Cluster Representatives, The diary is used for recording daily activities, major decisions taken and time, future activities, anticipated problems and solutions, assignment of responsibilities and areas for follow-up. Public Information A regular flow of information going out to the public is necessary to reassure the population, keep it safe from secondary hazards, and ensure that any actions to be taken by the public to assist with the response are known. Dissemination of Public Information is the responsibility of the JIS/GIS Officer. Communications and Warning Releases and other information destined for the public will be approved by the JCS Chair and/or the HMCI Director before release. ACTIVITY Prepare News Releases Prepare public information releases Maintain journal of meetings etc. Authorize release of News Releases RESPONSIBILITY JIS/GIS Officers JIS/GIS Officers JIS/GIS Officers Policy Group / JCS Chair NEOC SOP 40

41 Authorize release of public information Send out News Releases Send out Public Information File copies of all outgoing releases HMCI Director JIS/GIS Officers JIS/GIS Officers JIS/GIS Officers NOTE: In an emergency many telephone calls from the public will be received. These will often not require action from the NEOC; they may be related to persons seeking information on the situation or seeking information on how to protect themselves or their property. Consideration can be given to routing these calls to a public information center where they can be addressed. This will reduce the load on the NEOC, leaving the operation staff free to manage the response. Telephone calls related to operations issues will be noted on message pads or on computers and follow the message handling procedure. NEOC SOP 41

42 STANDARD OPERATING PROCEDURE 11 SOP 11 REPORTING REQUIREMENTS The reports referred to in the following matrices will be sent to and from the NEOC by the responsible parties. It must be noted that timings must remain flexible. In a rapidly changing situation reports may be necessary every half-hour or hour. Frequency of reporting will decrease as the situation stabilizes. All timings refer to onset of emergency/disaster. REPORTS TO THE NEOC REPORT TIMING RESPONSIBILITY Situation Report (General) Damage assessment report Every 3-6 hours, then at 0800h and 1700h on direction NEOC Within 8 hrs if possible, then within 48 hrs Final report within two three weeks of incident NEOC Manager and Cluster Managers NEOC Manager and Cluster Managers Shelter situation report Twice per day at 0800h And 1700h NEOC Manager and Cluster Managers Medical Report if medical emergency, otherwise public health report Within first hour then every three - six hrs as situation stabilizes, then at 0800 and 1700h. Public health reports at 0800 and 1700 if situation warrants NEOC Manager and Cluster Managers Supplies Management Daily at 1700h NEOC Manager and Cluster Managers REPORTS FROM THE NEOC The NEOC will generate the following reports: REPORT TIMING RESPONSIBILITY Situation Report to NEOC/Policy Group Initial report within three to six hours, then at 0900h and 1800h NEOC Manager Initial needs list/ damage report Within 8-24 hours NEOC Manager Situation Reports for wider circulation Twice per day at Donors, public, website etc 0900 and 1800h JCS Chair Update Reports to Governor As requested Policy Group/Director HMCI Final Impact Assessment Report Four weeks after impact Economic Impact Assessment S-C Situation Reports A situation report aims to give a concise yet comprehensive overview of the status of managing the event. It must be remembered that, especially during the initial hours and days of the crisis, time will be valuable and there will be need for managing several ongoing activities simultaneously. Persons receiving these reports will not have time to read long narrative reports. The format shown at Appendix 9 can be adjusted as needed. Any expansion of further details should be attached as an Appendix. These may include difficulties being experienced in coordinating the multi-agency response, non-cooperation of actors. This section of the report may not be for wide circulation. See Example of Situation Report Form at Appendix 9 NEOC SOP 42

43 STANDARD OPERATING PROCEDURE 12 SOP 12 BRIEFINGS Briefings are a reality of any response. For rapid onset situations, initial briefings may be impromptu, but as a rule, timings of briefings should be pre-determined by the briefer, and circulated to the invitees ahead of time. Policy Group and Media briefings should be scheduled regularly, preferably at the same time each day or whatever interval is chosen. The NEOC Manager and NEOC Cluster Managers are responsible for organizing all briefings and meetings on behalf of the NEOC. ACTIVITY Briefing of NEOC Briefing of Policy Group Briefing of shifts at change or as agreed Briefing of Media /Press Conferences News Releases Briefing of visitors to NEOC Debrief of incident and report RESPONSIBILITY NEOC Manager NEOC Manager NEOC Manager on duty JCS/Designate JIS/GIS Officer NEOC Manager NEOC Manager / Cluster Managers NEOC SOP 43

44 STANDARD OPERATING PROCEDURE 13 SOP 13 HUMAN RESOURCE MANAGEMENT The Human Concerns Cluster will:. a) Undertake the responsibility for organizing officers assigned to work in affected areas. b) Make arrangements for general welfare of emergency workers and assigned public officers including stress management and psychological support ACTIVITY Assignment of staff to NEOC RESPONSIBILITY HMCI Assignment of public officers to affected sites Arranging accommodations Human Concerns Cluster POCS Human Concerns Cluster Briefing on assignments Transportation to and from work areas Rest and recreation for all Emergency Workers assigned to the field other than Police and Fire Stress Management for emergency workers HMCI? POCS Human Concerns Cluster Res Supp Human Concerns Cluster POCS Human Concerns Cluster HSA/DCFS NEOC SOP 44

45 STANDARD OPERATING PROCEDURE 14 SOP 14 WebEOC procedures EOC Management Team This SOP describes the principal WebEOC boards that should be monitored and the key actions required. a. Operations Officer Board Sig Events Board Actions Monitor and identify any action required Direct an action or task to be entered into the Action Board Mission Task Monitor to ensure directions are: o being appropriately addressed o being updated regularly and meeting any deadlines o observing any established priorities Direct any modification to current actions as new or additional information becomes available Ensure relevant material is included in Sitreps Media Log Monitor that approved media releases have been included Check new releases from other agencies for issues Draft Sitrep Check new drafts are complete and correct Complete the Operations Officer s section, then tick the <Promulgate> box to send to the Sitrep Log. Other boards Check new information for relevance as time permits NEOC Manager Board Actions Mission Task Monitor to ensure directions are being appropriately addressed and the activity is coherent and coordinated and: being updated regularly meeting any deadlines observing any established priorities Other boards Monitor to maintain situational awareness in the event of a requirement to deputize for the Operations Officer Check new information for relevance as time permits NEOC SOP 45

46 c. Call Taker Supervisor Board Sig Events Board Actions Assist NEOC Manager & Operations Officer to identify issues which require action Mission Task Enter details as directed by the NEOC Manager & Operations Officer Monitor to ensure directions are: updated regularly and meeting any deadlines draw NEOC Manager & Operations Officer attention to any inconsistencies d. Call Taker/Data Recorder Board Actions Data Log Enter information as it is received by telephone, , facsimile or radio Sig Events Board Monitor to maintain situational awareness e. Mapper Mapper Source the appropriate background for maps Add, modify or delete markers and information on the map as the situation develops Sig Events Board Monitor to confirm that information being provided to the EOC from the Data Log is consistent and coherent Mission Task Respond to assignments and update as action proceeds Other boards Monitor to anticipate mapping requirements NEOC SOP 46

47 PART C USEFUL TIPS FOR THE NEOC RUMOUR CONTROL AND INFORMATION DISSEMINATION During any emergency or disaster, rumors will develop and circulate which can set back emergency response efforts, de-motivate emergency management workers and confuse the population. Control and discrediting of these rumors is essential. One of the most effective means of rumor control is the continual dissemination of accurate information from an authoritative source. The NEOC will be this source, and will direct all official information being disseminated to the public. Several strategies can be used for maximum effect. These include: a) Regular news releases through media houses. These should be timed to catch major news broadcasts and early editions of newspapers b) Live interviews with personnel who are both authoritative and knowledgeable c) Panel discussions on electronic media with technical experts who can explain observed phenomena d) Scheduled media conferences e) Statements from the Governor or other members of the Policy Group Monitoring of the media is also important in rumor control. This responsibility can be assigned to volunteers or JIS/GIS members. These persons will report negative comments and rumors which are being circulated over the electronic media, or being reported in the press. STRESS MANAGEMENT Pressure situations in which EOC s operate can give rise to stressful for the EOC staff. EOC Directors must be aware of the possibility of stress and plan for its management. Stress management professionals should be part of NEOC staff, even on a part-time basis. There are also courses for peer counselors, who are trained in recognizing and defusing stress in colleagues. Ways of reducing stress is to ensure that actors are well trained and prepared for extreme events, through training, drills and exercises. Ensuring that lessons are learnt which avoid repeating mistakes builds confidence among team members and reduces uncertainty. Regular breaks during operations are also important. Enough depth must exist within the response team to allow a shift system to be instituted, so that workers can have breaks and get enough rest. Short breaks during shifts are also highly recommended. Rest areas in the EOC should be comfortable enough to permit this, should staff be unable to go home. NEOC SOP 47

48 The NEOC Manager should also be aware of the likelihood of stress build-up in field personnel, particularly those having to respond to traumatic incidents involving death and severe injury. First responders must also be included in stress management debrief. RECOGNISING STRESS SYMPTOMS Some symptoms of stress require immediate intervention while others do not. The NEOC Manager should be able to recognize these and organize professional intervention by health management personnel. Stress management should be planned for as any other part of the operation. SYMPTOMS OF STRESS Physical Cognitive Emotional Behavioral These require immediate corrective intervention Chest pain Decreased alertness Panic reactions Significant change in speech patterns Difficulty breathing Difficulty making Shock-like state Excessive angry outbursts decisions Exhaustion, collapse Generalized mental General loss of control Anti-social acts confusion Cardiac arrhythmias Disorientation Inappropriate reactions Extreme hyperactivity Dizziness Problems in naming familiar items These do not require immediate corrective actions Nausea Confusion Anticipatory anxiety Change in activity Profuse sweating Poor concentration Uncertainty of feelings Change in relations with others Chills Distressing dreams Grief Increased or decreased food intake Vision problems Blaming others Feeling overwhelmed Excessive silence Fatigue Disruption in logical thinking Wishing to hide Unusual behaviour Source: EOC Operations Student Manual, USAID/OFDA 2000 NEOC SOP 48

49 APPENDICES APPENDIX 1: NEOC Essential Support Teams Definition of Responsibilities EST 1 Joint Communication Services The purpose of this Essential Support Team is to provide a framework for ensuring accurate and timely communication services in support of the Cayman Islands Government s preparation for, and response to, any major event through a broad media spectrum, including audience specific communication and other non-press forms of communication both locally and internationally. Joint Communications Sub-Committee Structure NHME NHMC Support Services Cluster Manager NEOC Joint Communications Sub-Committee Chair - GIS RCIP Finance DOT GIS MET Office Public Utilities Chair Infrastructure Director HMCI EST 2 Continuity of Operations The purpose of this Essential Support Team is to ensure that the Cayman Islands Government is able to provide services and ensure the continuity of its business processes. Continuity of Operations Structure NHMC NEOC Manager Support Services Cluster Manager Continuity of Operations Sub-Committee Chair PoCS Director Lands & Survey Director Archive Director Computer Services Director PWD NEOC SOP 49

50 EST 3 Resource Support The purpose of this Essential Support Team is to provide a cadre of personnel with the knowledge and skills whose primary responsibility is to locate and access resources needed by other clusters in order to allow them to concentrate their efforts on providing services. It centralizes the acquisition process, establishes a basic means for tracking incoming and outgoing resources provides a database of information to develop reports illustrating the financial and economic impacts of the Islands; provides verification of the application of resources towards the need; and, is a tool to identify gaps for which international resources may be required. Resource Support Structure NHMC Support Services Group NEOC Manager Resource Support Sub-Committee Chair NRA PoCS PWD Finance DVES Int. / Ext Affairs Port Auth Hardware supply Assoc. Customs Supermarket Rep. DC&FS EST 4 Economic Impact Assessment The purpose of this Essential Support Team is to outline processes which begin prior to an event to protect public property and continues to proceed through in-depth analysis which clearly reflects the short and long term effects of that any major disaster or event may have on the Cayman Islands, its people and/or the economic base that supports the Nation. Economic Impact Structure NHMC Infrastructure Cluster Manager NEOC Manager Economic Impact Assessment Sub-Committee Chair ESO ESO DoE L & S Planning PWD MRCU CASE Dept. of Agriculture NEOC SOP 50

51 EST 5 Initial Clearance Debris It is the purpose of this Essential Support Team to serve as general guidance for agencies and organizations responsible for the initial clearance of debris created by a natural or man-made disaster. Initial clearance of debris allows emergency responders to access areas that have been obstructed and are in need of emergency services. The activities in this stage will continue until all areas have been assessed. The second phase of Debris Clearance will primarily focus on debris handling is to ensure the safe disposition of debris and to allow property to return to its intended purpose. This will take place over an extended period of time under the direction of Recovery Manager. Initial Clearance & Debris Management (ICDM) NHMC Infrastructure Cluster Manager NEOC Manager Deputy Chair IC Coordination mgt Initial Clearance & Debris Mgt Sub-Committee Chair Deputy Chair Long term debris mgt DEH DOE NRA DVES Public Health DVL EST 6 Economic Continuity It is the purpose of this Essential Support Team is to provide liaison with the business community, provide synergy between private and public sector efforts during response and recovery operations. Economic Continuity NHMC Support Services Cluster Manager NEOC Manager Economic Continuity Sub Committee Chair Finance Dept CIMA Risk Management unit Budget Management Unit Council of Associations Cayman Contractors Assn. Other NEOC SOP 51

52 EST 7 Evacuation In the event of an imminent threat a recommendation to evacuate a particular area or areas is made after consultations with other government officials. All persons ordered to evacuate such areas shall do so for the safety and preservation of lives. In addition to mandatory evacuations there may be individuals who voluntary evacuate. Evacuation operations will coordinate such evacuation and continue until all persons have been evacuated or there is no time or equipment at hand to safely continue. Warnings can be expected from Radio and TV broadcasts, loud hailers from the Police or other authorized persons and from the newspaper press. NHMC SUPPORT SERVICES Cluster Manager NEOC Manager Evacuation Sub Committee Chairperson CIAA CEO Director Air Navigation Regulation RCIP CI Cayman Airways Consular Reps DoT Reps CITA Rep Director Finance and Compliance Island Air Mgr EST 8 District Emergency Response The purpose of this Essential Support Team is to respond to and address issues that may occur in any of the Districts on Grand Cayman, as well as Cayman Brac and Little Cayman before or after any disaster or major event. The NEOC District Emergency Response Liaison/Team will assist communities to prepare for and respond effectively in the aftermath of a disaster or major event when first responders are overwhelmed or unable to respond. NHMC EMERGENCY RESPONSE Cluster Manager NEOC Manager District Emergency Response Sub-Committee Chairperson CIRC HMCI WB Council GT Council BT Council NS Council EE Council CYB Council ADRA NEOC SOP 52

53 EST 9 Search and Rescue The purpose of this Essential Support Team is to set forth general protocols required to provide an effective well-coordinated island-wide search and rescue effort as a response to any disaster or major event, and to specify the agency with the overall management and responsibility for those particular conditions. NHMC NEOC Manager Emergency Response Cluster Manager Search & Rescue Sub-Committee Chairperson CIFS/CFO Deputy CIFS Deputy RCIP Port Authority PWD NRA HSA CIAA Others as Needed HEVO EST 10 Security and Law Enforcement The Royal Cayman Islands Police is charged with the enforcement of the laws of the Cayman Islands and maintaining public safety. The preparatory events leading up to any disaster or major event are crucial in determining the level of service that will be delivered in the aftermath of the event. The Emergency Powers Law and the Police (Amendment) Law 2004 provide for curfews and cordons to be established and stop and search powers to police. These are necessary tools in preventing criminal activity during a time when properties are vulnerable due to the disruption of electricity supply, or simply evacuation of areas of the Islands. Citrus Grove Platinum HE the Governor Emergency Response Cluster Manager NEOC Manager Security and Law Enforcement Sub-Committee Chairperson RCIP HE Correctional Services (Prisons) Gold Silver Bronze CPS RCIP District Stations Field Operations NEOC SOP 53

54 EST 11 Shelter Operations The purpose of this Essential Support Team is to outline responsibilities and procedures for implementing the actions, and activities required to shelter and provide mass care to the public when a disaster or major event threatens the Cayman Islands. It is not the intent of the Government to maintain the shelters for an extended period. The intent is to return all facilities to their and the Government s appropriate functional status as soon as possible after the event. NHMC Human Concerns Cluster Manager NEOC Manager Shelter Operations Sub-Committee Chair Children Family Services PWD RCIPS DVES HSA CIRC VADC DEH Dept. of Education EST 12 Essential Relief Services/ International Aid Management The purpose of this Essential Support Team is to manage the acquisition of essential relief resources (water, food, clothing, and local relief supplies) in response to the assessed needs of the community. Relief will be distributed in accordance with the Relief Management Plan. NHMC Support Services Cluster Manager ESSENTIAL RELIEF SERVICES/ International Aid Management Sub-Committee Chairperson NEOC Manager Customs Port CIAA VADC Immigration HMCI REP NEOC SOP 54

55 EST 13 Medical Relief The purpose of this Essential Support Team is to provide for the medical needs of the community at the Cayman Islands Hospital, Faith Hospital, HM Prison, and the six Emergency Medical Shelters (EMC) and to monitor the environment to minimize disease outbreaks and furthermore to assist the RCIP and HM Coroner to determine the identity of any casualties, and the disposal of bodies. NHMC Human Concerns Cluster Manager NEOC Manager Medical Relief Services Sub-Committee Chair RCIP DEH HSA Ministry of Health Chrissie Tomlinson Hospital EST 14 Mass Fatalities The purpose of this Essential Support Team is to establish the framework for mass fatalities management. The activities range from collection, initial identification, notification of family, through final disposition of victims bodies, either on the Islands or through return to their country of origin. The policy of the Government is to provide a means of processing and disposing of the deceased in the event that a disaster results in fatalities in excess of 15. It is further understood that mortuary management is the responsibility of the RCIP. NHMC NEOC Manager Human Concerns Cluster Manager MASS FATALITIES MGMT. Sub-Committee Chairperson RCIP Funeral Homes RCIP CIFS H.M. CORONER Deputy Governor HSA CO PoCS DEH NEOC SOP 55

56 EST 15 Communications The purpose of this Essential Support Team is to ensure a reliable and effective communications capability throughout any catastrophic event. The HMCI radio communication system for the Cayman Islands utilizes the Governments 800 megahertz Smart Zone trunked radio network. This EST will form part of the Operations Cluster in order to coordinate technical responses that will ensure the integrity and/or restoration of communication systems as quickly as possible. EST 16 Utility / Communications The purpose of this Essential Support Team is to outline the coordinative response efforts of the utilities companies and/or private communication contractors to delineate the essential communications that must be maintained with the NEOC during all phases of activation. Provide coordination to ensure a reliable and effective communications capability throughout any catastrophic event that will facilitate the dissemination of the countries emergency warning system within the Cayman Islands. The policy is to accommodate representation from the Utilities/Communication Sub Committee at the NEOC in order to coordinate technical responses that will ensure the integrity and/or restoration of utility systems as quickly as possible. NHMC Infrastructure Group NEOC Manager Utilities & Communications Sub-Committee Chairperson - WAC Texaco C and W Caribbean Utilities Cayman Water Co ICTA Home Gas Ltd ESSO Chief Petroleum Inspector EST 17 Voluntary Agencies The purpose of this Essential Support Team is to Provide volunteers to assist in shelter operation and management, Provide distribution of food, clothing, water and other needed items to all districts, Maintain close coordination with the NEOC on the utilization of above resources, Provide volunteers to assist with food preparation post disaster event, Coordinate all the activities of all volunteer agencies responding to support Cayman Islands NEOC operations. NEOC SOP 56

57 NHMC NEOC Manager Human Concerns Cluster Manager Voluntary Agencies Sub-Committee Chairperson ADRA CI Red Cross CI Ministries Association / Fraternal Civic Organizations DCFS NEOC SOP 57

58 APPENDIX 2: NEOC RESOURCES The following resources are to be available to the NEOC once activated. It is the responsibility of NEOC Manager to ensure availability of resources and to secure resources upon deactivation. STATIONERY AND DOCUMENTATION Stationery supplies, file jackets, paper, staplers, paper clips, Paper punch Tape, Drawing Pins Writing equipment pens, pencils, markers Topographic, risk and hazard maps Resource material Hazardous Materials lists, MSDS etc Aerial photographs, satellite imagery All pre-prepared forms Message, Situation Report, Damage assessment Copies of All Applicable Hazard Plans, Annexes and Appendices Other plans e.g. Utilities National Contact List Memoranda of Understanding/Mutual Aid Agreements Disaster Legislation, Stores Orders, Financial Orders National Resource List Diskettes, compact discs Flip chart stands and pads Telephone Directory Name Tags, Badges, Passes First aid kit, medical supplies Vehicle identification tags COMMUNICATIONS Base Radios (VHF,HF, HAM) Mobile Radios Spare telephone receivers Cellular phones Batteries and spare batteries Scanners Antenna Systems Commercial radio receivers Satellite phones Television Sets Commercial Cable Computers with modems Fax machines Emergency Broadcast System links Radio repair kit, spares Video camera, Tape recorder, VCR Player Spare printer cartridges, toner FURNITURE AND APPLIANCES NEOC SOP 58

59 Refrigerator Stove, Gas (LPG) Storage Cabinets Coffee Percolator Kettle, Pots Eating Utensils Microwave Oven Multi-media, overhead and slide projectors Projection Screen Photocopier Digital camera Clocks Display Boards Dry Erase or Permanent CLEANING CONTRACTOR Sanitary Supplies Paper products etc. Cleaning supplies etc. FOOD AND PREPARTION CONTRACTOR AND TEAM NEOC SOP 59

60 APPENDIX 3: CHECKLIST - NEOC ACTIVATION SET UP CHECKLIST RESPONSIBILITY: NEOC Manager - Deputy Director Operations HMCI INCIDENT: DATE: TIME: CHECK OFF ( ) 1. Check NEOC resources in place: (See Appendix 1) ( ) 2. Check emergency fuel, water topped up ( ) 3. Check generator, emergency lighting functional ( ) 4. Ensure communications equipment tested ( ) 5. Ensure adequate tables, chairs in NEOC ( ) 6. Set up maps, display boards, charts, ( ) 7. Activate extra phone, fax lines cell phones, satellite phones ( ) 8. Ensure food, water, bedding supplies available ( ) 9. Ensure sanitary supplies available ( ) 10. Check computers, typewriter, flip charts, and projectors ( ) in place and working 11. Check adequate batteries for lighting, radios etc. in place ( ) 12. Ensure fax line operational, fax installed/available ( ) 13. Ensure first aid kits and medical supplies in place ( ) 14. Ensure security arrangements in place ( ) 15. Ensure access to satellite phones ( ) 16. Ensure security arrangements in place ( ) NEOC SOP 60

61 APPENDIX 4: RESPONSIBILITY: NEOC DEACTIVATION CHECKLIST NEOC Operations Officer INCIDENT: CHECK OFF ( ) Decision to deactivate taken at By CHECKLIST 1. Ensure all messages correctly filed ( ) 2. Ensure all information from displays Recorded ( ) 3. Ensure all reports completed, sent and copies filed ( ) 4. Remove maps, display boards and store ( ) 5. Inventory, list and store supplies in correct place ( ) 6. Deactivate all phones, lines, collect phones ( ) 7. Store radios, spares, ensure batteries charged ( ) 8. Secure fuel, food, other emergency supplies ( ) 9. Secure spare batteries, lighting equipment ( ) 10. Secure all equipment - computers, projectors, flip charts etc ( ) 11. Secure maps, charts, plans, agreements and other aids ( ) 12. Inventory equipment and store ( ) 13. Collect and return borrowed equipment, ensure receipt obtained ( ) 14. Remind NEOC to carry out debrief exercise and prepare report ( ) NEOC SOP 61

62 APPENDIX 5: VISITOR S REGISTER INCIDENT: NEOC VISITORS REGISTER DATE NAME TIME IN TIME OUT PASS NO. AGENCY SIGNATURE NEOC SOP 62

63 APPENDIX 6: MESSAGE LOGS a) MESSAGE IN LOG PAGE # OF INCIDENT: DATE OPERATOR (PRINT FULL NAME) NUMBER ASSIGNED TIME RECEIVED FROM ORIGINATOR NO PRECEDENCE NEOC SOP 63

64 b) MESSAGE OUT LOG INCIDENT: DATE PAGE # OF OPERATOR (PRINT FULL NAME) NUMBER ASSIGNED TIME SENT TO ORIGINATOR NO PRIORITY NEOC SOP 64

65 APPENDIX 7: EMERGENCY MESSAGE FORM INCIDENT: MESSAGE NO. DATE: PRIORITY: TIME: FROM: TO LOCATION: MESSAGE: MESSAGE TAKEN BY: SIGNATURE: ROUTE TO: ACTION TAKEN BY: DATE: TIME: FOLLOW UP REQUIRED IF ANY: BY (PERSON/AGENCY) DEADLINE IF ANY THIS COPY TO: NEOC SOP 65

66 APPENDIX 8: STATUS BOARDS

67 NEOC SOP 67

68 NEOC SOP 68

69 NEOC SOP 69

70 NEOC SOP 70

71 NEOC SOP 71