Session I The aim of our research was to learn and discuss the personal experiences of Canadian emergency management professionals working in a VEOC environment during the COVID-19. The main research questions were: 1. What are emergency management professionals’ personal experiences of working in a VEOC environment during the COVID-19 pandemic response? 2. What are the benefits and challenges emergency management professionals experienced working in a VEOC environment? 3. What lessons for VEOC planning, preparedness, and operations are available from these reflections on the COVID-19 response?

1. EuFMD
OS22
Carolyn Dumbeck, Special Project Lead
for Emergency / Disaster Management
with Alberta Health Services
More than technology: Experiences
of Virtual Emergency Operations
Centres (VEOCs) during the COVID-
19 pandemic response in Canada

2. EuFMD
OS22
IAEM Canada Professional
Development Committee - Co-
Authors
Sarah Delisle, Senior Advisor for Emergency Management at
McGill University
Alison Poste, Emergency Planner for BC Association of
Aboriginal Friendship Centres
Amy Romanas, Manager for Provincial CoordinationHealth
Emergency Management BC (HEMBC)

3. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 3
Objectives
Review the Research Questions
Define EOCs and Virtual EOCs
Key Findings (Technology, Process,
and People)
Follow-up and Contact Info
Carolyn Dumbeck
Virtual Emergency Operation Centres

4. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 4
Research Questions
1. What are EM practitioners’
experiences of working in a VEOC
environment during the COVID-19
pandemic response?
2. What are the benefits and challenges
associated with VEOC use?
3. What lessons for VEOC planning,
preparedness, and operations are
available from the COVID-19 response?
Carolyn Dumbeck
Virtual Emergency Operation Centres

5. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 5
What is an Emergency
Operations Centre or
EOC?
Physical space
Coordination
Face to Face Communication
Common Situational Awareness
Carolyn Dumbeck
Virtual Emergency Operation Centres

6. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 6
What is a Virtual EOC or
VEOC?
Online environment
Computer-based interactions
Hybrid model
Video / Telephone conference
Fully Virtual
Carolyn Dumbeck
Virtual Emergency Operation Centres

7. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 7
Why did COVID-19 change
the way we do business?
Social Distancing
Non-essential business closures
Working From Home
Innovative ideas
Rapid organizational change
Carolyn Dumbeck
Virtual Emergency Operation Centres

8. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 8
Benefits of VEOC’s
Keep employees healthy
Decrease spread of COVID-19
Increase productivity
Flexibility
Time & Money saving
Carolyn Dumbeck
Virtual Emergency Operation Centres

9. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 9
Technology
Using software that is only deployed
during an incident
Lack of equipment
Lack of technology/access
Issues with connectivity/bandwidth
Not having easily accessible IT support
Carolyn Dumbeck
Virtual Emergency Operation Centres

10. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 10
Process
Unable to access/share files
Challenges with collaborating
Lack of familiarity
Difficulty with situational awareness
Carolyn Dumbeck
Virtual Emergency Operation Centres

11. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 11
People
Difficulty with work - life balance
Distraction with home tasks
Loss of personal connection
Cumulative stress
Inappropriate workspace
Carolyn Dumbeck
Virtual Emergency Operation Centres

12. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 12
Carolyn Dumbeck
Virtual Emergency Operation Centres
Considerations
People
Dedicated office space
Schedule work and breaks
Virtual coffee breaks
Video conferencing versus
telephone calls
Co-worker buddy system
Technology
Determine technology
and software needs
during pre-planning
Pick tools that are familiar
and used daily
Integrate a robust IT team
into the incident
command structure
Process
Process for setting up and
working a virtual EOCs
Software requirements
Training including just in
time
Back-up solutions if one
process or system fails

13. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 13
Key Takeaways
● Setting up a virtual EOC is “more than technology”
● Technology is only as useful as the process and people using it
● Find out what your organizational needs are for the VEOC don't try and make a cookie cutter product
work
● You will be most successful if you use common tools used daily
● 24/7 IT help that is preferably integrated into the ICS structure to assist will all IT related issues and
offer just in time training
● VEOC functionality is not simply about moving existing tools and processes online, but redefining tools
and processes for a virtual environment
● Develop bandwidth both technological and mental health
● Use tried and true solutions vs. bells and whistles
● Staff training on the technology but also with the processes and the incident management system.
● Set up more frequent operational meetings to increase situational awareness. Also think of creative
ways to share normal visuals and whiteboards that are displayed in a traditional EOC.
● Support your staff!
Carolyn Dumbeck
Virtual Emergency Operation Centres

14. #OS22
Digitalization and innovation applied to the prevention and control of
foot-and-mouth and similar transboundary animal diseases (FAST) OS22 14
Follow-up
More information can be found in our
article on the Journal of Emergency
Management website
Chat about it during Q&A
Further discussion after at
carolyn.dumbeck@ahs.ca or 780-206-
7602
Carolyn Dumbeck
Virtual Emergency Operation Centres

15. Thank you !..
www.iaem.org
www.albertahealthservices.ca
carolyn.dumbeck@ahs.ca