SNAP Into Action With a Multi-campus Emergency Notification ...
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  • Bart—welcome, overview of session Donna—cell phone scenario— Bob—begins session/ppt
  • Quick Poll---How many of your institutions have a Safety Notification System already in place? How many of you have separate emergency management office with dedicated staff?
  • Since our creation in 1997, KCTCS has become the largest provider of postsecondary education and workforce training in the Commonwealth. In fact, for most Kentuckians, the journey to higher education begins here — at one of our 16 colleges located on 67 campuses across the state 16 Colleges; 67 Campuses; 92,000+ Students; 4,200+ Employees; 400+ Buildings ; 8,000+ VOIP phones; A campus one hour or less commute for anyone in Kentucky; NO armed police or security on any campus
  • Public Relations helped Identify communication tools available. Develop a college communication plans and matrix. Identify and train college spokespersons. Help create Emergency Notification Policies. Help create templates for emergency messages. Develop PR campaign for Informacast
  • Opt-in created for emergency text message system; faculty, staff and students need to register at our website; public will also be permitted to participate; will require registering every year. Script created to tie School Messenger to Informacast Contest held throughout KCTCS to encourage participation –prizes include ipods, tshirts; college with highest percent participation receives a pizza party.
  • Even schools in our most rural areas of Southeastern KY have large numbers of students and employees opting to receive messages, with over 6,000 people signed up. Our larger metropolitan areas do have the larger participants. Louisville has around 5,000 folks alone, Lexington area has around 3,000.
  • Western and Central Kentucky was recently hit with a major ice storm. Folks and colleges were without power for days, some weeks. After sending out these alerts we have had responses from students thanking us for the messages. I live in Clarksville and with the website down and the school phones not working without the SNAP message I wouldn't have known there were no classes that day and driven all the way down there just to see there wasn't. I really love this system and appreciate it.   Thanks. Elyse Frost ***** At first I didn't opt in for SNAP because I just have a pre paid phone and didn't want alot of text messages because its not part of my rate plan but after this last ice storm I'm glad I did. With no tv or internet the SNAP system was the only way for me to know my classes were canceled.   Ben Hester ***** Good afternoon, since I live in Clarksville is was very nice receiving these texts at such an early notice, considering I have to drive up here on tuesdays and thursdays! One day I got the notice the evening before! I think this is a very good service especially when terrible weather tends to hit hopkinsville and sometimes clarksville the worse! I would recommend EVERYONE to sign up for this!   -Kayla Mayfield ***** I think the SNAP system is great.  During the ice storm I didn't have to worry about finding out whether or not classes were canceled because I knew I would get a text message.  Because of the SNAP system, I had one less thing to worry about during the bad weather because the information would come to me...I didn't have to call anywhere or get online.   Thanks, Allison Sandifer ***** Hello my name is Samantha O'Halloran. I recieved an email about the SNAP. I want to leave a comment about it. I recieved a text message for the two days we did not have school. It was easy,and very useful. I really like it. Thanks, Samantha O’Halloran ***** It worked excellent! There are many people who do not have the weather hot line saved in their phone and this definitely would be beneficial to them! -Carson Grace ***** As a new student I really appreciated being informed of the school closing early in the morning.  I live in Clarksville and SNAP saved me a good 45 min drive to school just to find out that the school is closed- Thank You SNAP- It's good to be informed!!! -Karolina Priebe ***** I thought it was really helpful to receive the text messages, especially since the power was out in my house for pretty much all of Tuesday. And it was good that I got the messages because the Hopkinsville website was down as well and I wouldn't have been able to check it for updates. -Elisa Peterson ***** The SNAP system is really helpful to me because I have a dial-up internet connection and I like to sleep as late as possible. I often don't have time in the mornings before my first class to start up the computer, wait for my dial-up internet connection to connect, get to the website and see if school is being held or not, and then get out the door if it is. A text message is a much easier way of getting the information I need. -Jessica Herndon
  • We utlize all KCTCS VOIP phones, cell phones for txt messages, emails to employees, speakers that are tied into the system in hallways and outside buildings. Once an alert is sent, all computers at that college will receive a pop up window with detailed information as well as an audio file to alert folks of emergencies.
  • Web browser interface to Informacast from a public IP address space using secure VPN logon with LDAP authenticity Informacast/School Messenger Interface for: o   Emergency messages to be sent to Facebook , Twitter o   Emergency messages from our colleges to be sent to the KCTCS Web server o   Emergency audio messages to any phone o   Emergency email to faculty/staff/students    ---Use script builder program to build new messages; Have more function in send/edit messages to take existing message and copy to another message
  • Lessons Learned--- We realized Multicast wasn’t working properly on all of our infrastructure—Multicast must work ! Up-to-date and accurate information….very important. If students change their cell phone number, they have to update it. Cell phone partners---reliability of SMS systems: speed, congestion. Some cell phone providers didn’t realize their SMS messages were not coming across Need to work on the script to trim down the verbiage so that SMS text messages are not truncated…  Need to work on the script to form a more readable email that can be sent out as part of the script to faculty/staff and possibly students…  Need to document procedures on how to send messages when power or network outages occur… Need to solidify with School Messenger the ability to send SMS text to all major Kentucky based cell carriers.. Need to verify that college SNAP staff are trained and have the ability to send out messages… TEST, TEST TEST!!! It is very important that you run tests, trial runs, mock disasters…….
  • Your Emergency Plan cannot rely on just an emergency notification system alone. What happens if communication is totally down—No single method will cover all hazards. All of our colleges use the same system, so if folks at Hazard (for example) can’t send out the alert to students/employees, there are folks at 16 other colleges that can help send their message out. We all work as a backup for each other. Colleges are pursuing a walkie talkie system similar to that of the police department—these units reach a 75 mile radius. Not all of our campuses have phones in the classrooms—we have been purchasing IP speakers that are mounted in hallways to broadcast messages. With using one system throughout our colleges—each college has a multitude of folks that can be contacted throughout the state to send out alerts for them.

SNAP Into Action With a Multi-campus Emergency Notification ... Presentation Transcript

  • 1. SNAP Into Action With a Multi-campus Emergency Notification System
  • 2. It is not a matter of if…it is only a matter of when!
  • 3. KCTCS—So Who Are We?
    • 16 Comprehensive Colleges
    • 67 Locations
  • 4. What is a Crisis?
    • An unstable situation of extreme danger or difficulty.
    • Or
    • 2. An event that can jeopardize a college’s image, reputation or financial stability.
  • 5. Crisis Situations
    • Natural Disasters (fires, floods, weather, earthquakes, etc.)
    • Man-made disasters.
    • Identity theft.
    • Security breaches.
    • Major campus crimes
    • Bomb threats.
    • Allegations of fiscal mismanagement and administrative scandal.
    • Open records requests.
    • Campus violence (includes threats of violence, weapons, etc.)
    • Public health emergencies.
    • Negative media stories.
    • Unpredictable faculty/staff/student behavior/events (suicide, unusual off-campus deaths, etc.)
  • 6. No matter the crisis: Employee/Student Safety is # 1 Priority at KCTCS
  • 7. KCTCS Crisis Priorities/Objectives
    • Creation of college crisis management teams.
    • Development of college crisis management and communications plans for all types of crisis situations.
    • Establishment of an emergency notification system.
    • Establishment of a college emergency contact number.
    • Adoption of a zero tolerance approach to all threats to student/employee safety.
    • Continually test and adapt plans.
    • Watch and study other crises.
  • 8. KCTCS Decision Making Process for Emergency Notification
    • KCTCS has no dorms. Immediate notification to classes, labs and work areas was priority.
    • A KCTCS workgroup looked at 40 systems before selecting InformaCast.
    • Utilized existing KCTCS Voice Over Internet Protocol (VOIP) phone system that reaches each campus.
    • Will allow a college to send emergency messages simultaneously to phones, speakers, computers and overhead paging systems.
    • Needed expanded text messaging system.
  • 9. Why Berbee’s Informacast?
    • Ease of use, Internet based.
    • Activate from Computer or Phone.
    • One time purchase and annual licensing fee.
    • Compatible with Cincinnati Bell equipment – KCTCS phone provider.
    • Partnership with School Messenger answered text messaging questions.
    • Desktop Agent. Now being deployed to thousands of desktops across state.
  • 10. Challenges to KCTCS Implementation
    • Taking Informacast across the state of Kentucky to all colleges and campuses simultaneously.
    • Working with a large number of phone and data companies.
    • Some substandard infrastructure on some rural campuses.
    • Not all phones compatible.
    • How many people do we need to train to cover all campuses 24 / 7
    • Policies and protocols for use.
    • Potentially large numbers for text messaging notification .
  • 11. The KCTCS Implementation Plan
    • Created a Steering Team to lead effort – consisted of Crisis Managers, PR and IT from System Office and colleges.
    • Sought and received buy–in from KCTCS senior leadership.
    • Received buy-in from college presidents and leadership.
    • Created policies and protocols for Informacast use.
    • Developed training guide and materials.
    • Trained over 150 people at 4 sessions.
    • PR campaign to employees and students. Planning massive media event in October.
    • Test, test, test, test and test some more!
  • 12. SNAP Protocol
    • Only to be used for extreme crises and weather situations.
    • Use templates created in advance, tied to School Messenger. Have template for potential situations.
    • 911 will be called first if situation warrants.
    • Trained college personnel will have authority to launch the system in the event of an emergency.
    • Once initial notification is dispatched, local Crisis Management Team assumes control of situation, along with assistance from System Office Crisis Management Team.
    • Crisis Management Plan to be followed.
  • 13. College Crisis Management Teams
    • Responsibilities for Informacast:
      • Develop crisis management plans.
      • Take ownership of Informacast and lead implementation.
      • Establish emergency contact number and publish.
      • Lead local training efforts, test system.
      • Establish an emergency chain of command.
      • Develop emergency notification procedures/policies.
      • Develop opt-in procedures for emergency text messages.
  • 14. Information Technology
    • Responsibilities for Informacast
    • Installing and endless testing of the network and Informacast product.
    • All technical aspects of the installation.
    • Creating the log in credentials, templates, recipient groups and getting all phones and computers Informacast ready.
    • Assisting in countless training sessions.
    • Spending hours troubleshooting problems and glitches.
    • Testing, testing, testing and more testing.
  • 15. Students and Employees sign up via our website
  • 16. So How Are We Doing?
    • Oct. 1, 2008—Feb 1, 2009
    • 188,435 devices have been contacted, including VOIP phones, cell phones and desktop devices.
    • KCTCS has over 25,674 people signed up to receive SNAP alerts.
  • 17. A Few Testimonials from our students… At first I didn’t opt in for SNAP because I just have a pre paid phone and didn’t want a lot of txt msg. because it’s not part of my rate plan but after this last ice storm I’m glad I did. With no TV or internet the SNAP system was the only way for me to know my classes were canceled Because of the SNAP system, I had one less thing to worry about during the bad weather because the information would come to. I love it ! As a new student I really appreciate being informed of the school closing early in the morning. SNAP saved me a good 45 min drive to school. Thank You SNAP-It’s good to be informed !!! A txt msg. is much easier way of getting the information I need. I don’t have to call anywhere or get online to find out about school closings. I love SNAP !!
  • 18. Methods of Communication
  • 19. What are our next plans
    • SNAP Alert sent from any location at anytime.
    • o   Emergency messages to be sent to Facebook, Twitter, MySpace
    • o   Emergency email to faculty/staff/students    
    • o   Makes it easier to create new messages
    • ·         More search functions and filters within program to find
    • o   Messages
    • ·         Have more reporting capabilities on:
    • o   What messages have been sent
    • o   By whom
    • o   To whom  
    • o   Which ones activated a script
    • o   Results of sent message
  • 20. Recommendations from KCTCS
    • Create working partnership among Crisis Manager, PR and IT personnel.
    • Meet often, communicate daily during planning process and implementation.
    • Develop clear, concise policies for use of system.
    • Widely distribute and explain policies.
    • Create culture of preparedness. This takes time.
    • Communicate to college/university community often.
    • Look at who your neighbors are. Include?
    • This is only one of many tools. Make sure to integrate into your response system.
  • 21. Lessons Learned/Suggestions
    • Develop a college communication plans and matrix.
    • Identify and train college spokespersons.
    • Help create Emergency Notification Policies.
    • Help create templates for emergency messages.
    • Develop PR campaign for Informacast
  • 22.  
  • 23. Questions? Bob Hammonds Director of Crisis Management, Environmental Health and Safety KY Community and Technical College System [email_address] 859.256.3181