City of Lloydminster Emergency Information & IT Response Plan 2017 1
Index Reviews, Updates & Revisions p. 3 Definitions p. 4 Part 1- Introduction p. 5 1(1) EOC Organizational Chart p. 6 1(2) DSS Organizational Chart p. 7 Part 2- Public Information & Notification p. 8 2(1) Overview of Public Information & Notification p. 8 2(2) Public Notification Levels & Procedures for Activation p.9-10 Part 3- False Notifications & Testing Procedures 3(1) False Notification & Retraction Procedure p.10-11 3(2) Testing p. 11 Part 4- Guidelines for Press Conferences & Media Releases 4(1) Press Conference Locations p. 11 4(2) Press Conference & Media Release Preparation p. 11 Part 5- Communications Operability 5(1) Communications Operability p.12-13 Part 6- Telecommunications Notification & Procedures for Activation 6(1) Notification p. 13 6(2) Procedures for Activation p.14 Appendix A1 General Inquiry Line Phone Log p.15 B1 Sample Media Public Notification Form p.16 C1 Media Release State of Local Emergency Form p. 17 D1 Message Template: City Voicemail Greeting For General Inquiry Line Activation p. 18 2
Reviews, Updates & Revisions Each emergency plan comprising a component of the City of Lloydminster s overall emergency plan shall be reviewed annually. All changes and revisions must be coordinated through the Emergency Coordinator. Date Pages Description of Revision Made Signature October 8/15 November 2/15 p.6-7 Organizational Charts Anne Danielson Throughout Public Information Officer changed to Information Officer Anne Danielson December 31/15 p. 11 Annual city-wide testing of Alert system added Anne Danielson June 15/16 p. 13 Limits regarding radio notification via Anne Danielson text added Dec. 13/16 p. 6-7 Org charts Anne Danielson 3
Definitions AEMA-Alberta Emergency Management Agency CAO- Chief Administrative Officer Emergency Alert - this refers to the automated notification system the City uses to notify residents of an emergency/disaster incident via phone, text and/or email through the notification system provider (Everbridge) EMO- Emergency Management Organization. In this plan encompasses the group of both City & community partner organizations and staff that comprise both the Emergency Management Planning Agency and the Emergency Management Working Group EOC- A pre-identified location for carrying out coordinated emergency response and recovery activities including planning, logistical and operational support functions of Incident Command as well as Disaster Social Services ERP- Emergency Response Plan DSS- Disaster Social Services. Provides basic essential items to victims, evacuees and affected residents by providing: lodging, food, water, personal services and other basic necessities as may be required Incident Command/IC- On-site at incident and manages all objectives, plans and resources for the emergency response Lloydminster Executive Emergency Management Committee- Consists of the Mayor and all Councillors, who will review, advise and approve emergency plans and programs Lloydminster Emergency Management Planning Agency- Consists of City Directors and Managers as deemed applicable; as well as community agencies as determined as appropriate by the Emergency Management Coordinator in advising on the development of all-hazards emergency plans and programs Lloydminster Emergency Management Working Group- A group of external community partner stakeholders who may assist with preparedness, response and recovery activities as determined appropriate by the Emergency Management Coordinator Local Authority- refers to the local government of Lloydminster including the elected Mayor as the Chief Executive Officer of the municipality as well as councillors MOU- Memorandum of Understanding. A formalized agreement between two or more parties OFC-Office of the Fire Commissioner. Provides technical advisory services to Alberta communities and organizations that deliver fire and emergency response and prevention services for citizens PNHR Prairie North Health Region. The designated Provincial Health Region under which Lloydminster falls POC- Provincial Operations Centre. Acts as nerve centre for coordinating resources and emergency response from the Provincial level. Organize information and implement plans to protect welfare of residents during an emergency situation SASK/ALTA Radio Club- Local Amateur HAM radio operators SEMFS- Saskatchewan Emergency Management & Fire Safety SOLE- State of Local Emergency 4
Part 1 Introduction The purpose of this plan is to ensure all stakeholders are kept informed during an emergency or disaster including emergency responders and the public in order to avoid miscommunication as best as possible between all stakeholders. This plan is one of four components that make up the City of Lloydminster s emergency plans and lay the foundation for the larger emergency management program. This particular plan has been split into two sections-emergency Information & IT. This plan lays out the guidelines and procedures for: Public notification of an emergency or disaster Activation & deactivation procedures Guidelines for use of communication tools and equipment Ensuring a reliable system for back-up communications for responders Guidelines for a general inquiry line Anne Danielson Emergency Management Coordinator City of Lloydminster 5
1(1) EOC Organizational Chart 6
1(2) DSS Organizational Chart 7
Part 2 Public Information & Notification 2(1) Overview of Public Information & Notification Pre-Emergency: Objective: Develop public awareness and notification system that functions to support public response and organization during a disaster and alleviates non-emergency pressure on emergency response services and 911 phone lines. Strategy: Using the City s Emergency Alert system, the public will be encouraged to sign up for disaster alerts. The alert system will only be used for immediate or occurring disaster notifications or for those incidents in which a public notification may help to significantly protect lives and property. The system will serve to supplement the Provincial Alberta Emergency Alert System by being able to directly notify registered users via text, phone and email. Monthly testing of the system shall be publicized and completed. Emergency: Objective: To notify public as expediently as possible of the emergency and protective actions to take. Notification procedures have been pre-determined for notifying the public (see Part 2(2)) Strategy: The Emergency Management Coordinator (EOC Director) or other authorized and designated City staff will issue a notification via the City s Emergency Alert system as well as the Alberta Emergency Alert System. Further to initial notifications, the Information Officer will ensure regular media updates are provided to local radio stations and available on the City s web site. In addition, a pre-designated general inquiry line may be staffed and the number made public in order to further supplement information provided by the media and to address unmet and/or non-emergency needs of residents. Press conferences shall also be arranged and used as a way for the Local Authority to issue updates to the public on the disaster. Recovery: Objective: To keep the public informed of available assistance and resources for personal and community recovery Strategy: General Inquiry lines will be available to the public as long as necessary based on number and range of calls. Recovery operations to address and meet the needs of the public will be publicized using existing local media partnerships 8
2(2) Public Notification Levels & Procedures for Activation Alberta Emergency Alert System Procedures Alberta Emergency Alerting System Procedures- Information Alert- NON-Emergency Information Alerts may be issued by the Emergency Management Coordinator/EOC Director, or designated to be issued by any authorized staff member for non-emergency situations Alberta Emergency Alert System Procedures- Critical Alert-Disaster This is a Disaster Alert for immediate or occurring disaster events Alberta Emergency Alert System Critical alerts will be issued by the Emergency Management Coordinator(EOC Director) or designated to be issued by any authorized staff member The Critical Alert will contain the same core information as the City s Emergency Alert Issuing an AB Critical Alert will cause media programming to be interrupted All updates to the Alberta Emergency Alert System shall be completed through one coordinated point of contact- the Information Officer or Alternate Emergency Alert System (Everbridge)-Critical Alert-Disaster Activation Information Officer will be notified by the Emergency Management Coordinator (EOC Director) or alternate of the disaster situation and assistance with public notification requested The Emergency Coordinator (EOC Director), Information Officer or other authorized staff- if delegated, will issue an emergency alert- this alert will briefly describe immediate action to take and where to get more information Only the Information Officer or other authorized staff shall issue and update public alerts In the event that communications are interrupted disrupting the emergency alert system, the rest of the procedures to notify media will be followed and information will also be provided on the City web site The Information Officer may contact general inquiry line staff to staff phones and promote its number for public use Alerts for localized events only affecting a site-specific and smaller portion of the population, particularly involving civil disturbance/unrest will only be issued if doing so will not compromise efforts to contain the emergency/disaster Procedures In general, an Emergency Alert will only be issued for immediate or occurring disaster events- or for those incidents in which a public notification may help to significantly protect life and/or property After Information Officer has been notified by the Emergency Management Coordinator (EOC Director) he will notify radio stations 106.1 FM The Goat and 95.9 Lloyd FM that a public notification will be issued and provide info for them to relay to the public. Where time is of the essence, the Information Officer may notify radio immediately after an alert has been issued The City s public emergency alerts will be sent via phone, email and text to registered users and to those City landline numbers listed in white & yellow pages Information in the notification will include type of disaster event, impact and scope (if known) and 9
brief instructions for public to follow A notification may be sent more than once or until the registered user/resident has acknowledged receipt of the message Follow-up notifications may be sent and additional information will be provided as it becomes available to local media and on the City web site City web site/facebook/twitter Notification: Only the Information Officer or a qualified person designated by her/him shall update City web sites, Facebook or Twitter accounts on all topics relating to the emergency and/or recovery City web site may be used for both alerting purposes as well as to post regular updates as the emergency situation progresses. Messages on social media will direct the public to the City web site or radio for more information General Inquiry Line Procedures-Disaster The general inquiry line will only be activated if a disaster is immediate, occurring or post-disaster for recovery purposes General inquiry will be set-up adjacent to EOC, upstairs 3 cubicles in bylaw area of RCMP building Information Officer will publicize the General Inquiry Line for non-life threatening information requests The Information Officer shall request or create an approved script with the Emergency Coordinator/EOC Director for Inquiry Line staff to use Inquiry Line staff will keep a record of calls and forward general public questions/concerns on to the Information Officer for approved answers from the Emergency Coordinator/EOC Director If the General Inquiry Line receives any emergency calls (ex: medical or life safety issues) these should be immediately forwarded to EOC or the attention of Emergency Management Coordinator/EOC Director and Incident Command- ensure these are NOT forwarded in an email- they MUST be delivered directly on phone/radio or hand delivered in a message All media inquiries shall be directed to the Information Officer General Inquiry Line Set-up Information Officer and/or Emergency Management Coordinator/EOC Director will request set-up from IT Unit Lead IT Unit Lead will record and activate alternate City voicemail greeting indicating general inquiry extension lines 3(1) False Notification & Retraction Procedures Part 3 False Notification & Testing Procedures If a false notification is made via Alberta Emergency Alert System, the Information Officer will update the Alert system with the accurate information and subsequently notify media of the false alert Information Officer will ensure that Emergency Coordinator is aware of any false or misleading 10
alerts on the Alberta Emergency Alerting System so that Saskatchewan Emergency Management & Fire Safety and Alberta Emergency Management Agency can be notified In the event a false City Emergency Alert is sent, only 1 retraction message will be sent to avoid confusion A retraction message will be sent immediately and subsequent alerts halted Information Officer will ensure that any information posted on City web site or social media is removed A retraction will be sent by Information Officer to local media 3(2) Testing General testing of City s public alert system shall occur monthly, with city-wide alert tests to occur annually Alberta Emergency Alert System- localized testing and use shall occur quarterly General Inquiry line testing shall be completed within a larger communications test and/or exercise 4(1) Press Conference Location: City Hall Council Chambers-primary Part 4 Guidelines for Press Conferences & Media Releases Lloydminster Golf & Curling Centre- Peter Cushner Room or Leisure Centre secondary. Dependent on location and impact of incident 4(2) Press Conference & Media Release Preparation: In events where there are also outside agencies responding to the emergency try to coordinate one unified press conference together with their representatives and City staff/responders in order to avoid confusion and miscommunication Provide pre-press conference briefing to ensure that City staff/members and/or subject matter experts speaking at press conference are aware of the information each is going to present ahead of time Print out a summary of key messages to be provided at the press conference and distribute to members of the media following the press conference Ensure all City staff, responders and volunteers are aware that any requests by media shall be directed to the Information Officer Arrange for media photo opportunities in coordination with EOC as soon as it is safe to do so Remember that media are not allowed into reception centres or lodging facilities. Any requests for media presence at these facilities should be done after hours (when evacuees are not present). Media will need to be accompanied by Information Officer, Emergency Management Coordinator, EOC Director and /or Member of Executive Emergency Management Committee 11
5(1) Communications Operability Pre-Emergency: Part 5 Communications Operability Objective: To ensure that responders have the ability to communicate effectively with each other in order to gain control of the disaster as quickly and efficiently as possible. Strategy- City IT: Active pre-designated and dedicated phone lines for City and immediate response personnel within primary & secondary EOCs Data ports ready to be used and in good working order in both EOCs 4 handheld radios for EOC staff use 2 laptops, fax and printers stocked at EOCs Amateur radio VHF commercial and UHF amateur equipment maintained and ready for use Regular testing of existing communication equipment completed as necessary Generators in working condition and regularly tested at both EOC locations Assessment and identification of hazards, risks and vulnerabilities of current communications systems and secondary data storage system off site for redundancy Strategy- Amateur Radio Operators: Seven frequency assignments with three alternate back-up frequency assignments One primary General Mobile Radio Service Channel frequency with alternate channel One primary Family Radio Service Channel frequency with alternate channel Repeater that can fill in gaps in communications, radio based modem that can provide basic data communications 20 local federally licensed amateur radio personnel and a broad volunteer base outside of local area Emergency: Objective: To ensure all back-up communications maintain effectiveness if and when needed and to effectively liaise with telecommunications providers if and when needed during disaster To ensure data recovery for City departments during disaster Strategy- City IT: Functioning and regularly maintained communications equipment including computers, internet, phones Functioning and regularly maintained back-up communications equipment (computers, phones, database access) Generator power (City Hall, Fire Hall #2, Leisure Centre, RCMP building) and ability to maintain power (back-up fuel suppliers) Maintenance of data storage and back-up system 12
Objective: Activate General Inquiry Line quickly once requested by Information Officer and/or Emergency Management Coordinator/EOC Director. Strategy: IT Unit Lead or Alternate will be responsible for activating and re-recording alternate City voicemail greeting indicating extension numbers for general inquiry line. See appendix for message template. Strategy- Amateur Radio Club Operators: Use of alternate radio frequencies Integration with other emergency plans where possible Recovery: Objective: To ensure that both responders and the public have the ability to access information during the recovery phase and to ensure damaged communications are repaired at minimum to a pre-disaster state and potential action plans for mitigation of communication failures are identified. Strategy- City IT: Contact appropriate telecommunications providers Provide Information Technicians to complete assessments and repairs and liaise with external communications providers where necessary Strategy- City IT & Amateur Radio Club Operators: Assess communications damages, capacities and vulnerabilities and implement risk reduction measures Part 6 Telecommunications Notification & Procedures for Activation 6(1) Notification Staff will be called out using Emergency Alert system which utilizes email, phone and text In the event that this automated system fails, Amateur Radio Club will be requested to assist with contacting staff via text and/or email using radio frequency if internet is operational. If not, amateur radio will attempt to find internet connection via radio in other areas, but will not be able to connect back into the local area In the event Amateur Radio has to be notified by physically driving to their home addresses to notify them, home addresses for local radio club members can be found with the Emergency Management Coordinator/EOC Director Upon notification the Amateur Radio contact will then notify the rest of the Sask/Alta Radio Club according to their Emergency Communications Activation Plan Amateur Radio Club members will respond in teams of 3, reporting to the IT Leader at the EOC or alternate location as instructed by the IT Leader 13
6(2) Procedures for Activation IT Leader: IT Leader will assess City communications and any impacts on it Receive request from emergency response staff concerning city communications and process where possible Receive requests for external communications resource needs and initiate action plans and response by notifying the relevant communications provider Act as City Liaison for Amateur Radio Operators Amateur Radio Operators: Resource Net Coordinator establishes emergency net on VE5RI repeater at 146.940 and continues callout of radio club members to fill radio operator positions at: EOC, Incident Command and Message Clerk positions at EOC and Incident Command if needed; callout of radio club members will initiate stand-by of Amateur Radio Club members and will continue until all required back-up communications positions have been filled Remaining members will stay on stand-by until back-up communications are scaled-back and/or no longer needed EOC back-up telecommunications radio operators arrive at EOC and set-up UHF tactical net Admin Net on VE5LL VHF repeater may be used for non-urgent, private traffic. The Admin Net will also function as back-up for both the Resource Net and the Tactical Net. 14
Appendix A1 General Inquiry Line Phone Log Form Date Reason For Call- Inquiry Call-back required Y/N Phone Number to Contact if Callback required General Inquiry Line Staff Name 15
Appendix B1 Sample Media Public Notification Form: Date: Media Release / The City of Lloydminster has issued an Emergency Public Notification to residents of Lloydminster due to (state nature of emergency- what, where, when). Residents (and businesses- depending on time of day) located in (indicate area of Lloydminster, streets or zones based on garbage pick-up zones) are instructed to a. Shelter-in-place- (provide instructions for sheltering in place) b. Evacuate to (designated reception centre) via (identified evacuation route). c. Take refuge in a safe location (depending on event may be interior basement room or interior upper level room- this should be indicated by the Emergency Coordinator/EOC Director) and await further instructions The City of Lloydminster has emergency plans in place to cope with emergencies and trained personnel are working diligently to respond to the emergency situation at this time. Members of the public are encouraged to tune into local media (indicate which radio or TV stations) and the City web site for more important information regarding this emergency. **Note: If an evacuation is required, provide instructions for evacuating and any public transportation guidelines. Those without a means to evacuate are instructed to post a large sign in their front window with the words HELP written in large letters and to call (designated General Inquiry Line phone number) If it s daytime parents are to pick up their children at the school s designated Emergency Shelter Location. More information will be released: (indicate time and date of next press release). Please direct all media inquiries to: Information Officer Ph: 16
Appendix C1 Media Release of State of Local Emergency: The City of Lloydminster has declared a State of Local Emergency on (date) at (time), due to (state the nature of the emergency). This Declaration is authorized under the (Alberta Emergency Management Act) and under the (City of Lloydminster Emergency Management Bylaw no. 06-2013). The City has trained personnel who are responding to the emergency. A general inquiry line for citizens has been set up at (insert general inquiry line number(s). Residents should stay tuned to Lloyd FM 95.9 FM and The Goat 106.1 FM for more information. Media Inquiries may be directed to: Information Officer Ph: 17
Appendix D1 Message Template: City Voicemail Greeting For General Inquiry Line Activation Thank you for calling the City of Lloydminster, if you are a resident of Lloydminster and have a non life threatening inquiry about the current emergency situation (ie could provide more specifics of the situation if known), please dial extension 7500 now to reach the General Inquiry Line. Please note that high call volume may be experienced. If you are hearing this recording again, please continue to press 7500 to reach the General Inquiry Line, and your call will be answered when an attendant is available. (780-875-6184) Extension: 7500 18