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

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

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

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