Uploaded byChristopher Tarantino, MEP CMCP CHEC-III
Virtual Operations Support/Digital Volunteering
The document discusses virtual operations support and digital volunteering. It defines digital volunteering as crowdsourcing assistance from unpaid volunteers online. Examples provided include the American Red Cross' Digital Volunteers program and FEMA's Tech Corps initiative. A Virtual Operations Support Team (VOST) is described as supporting on-site personnel during emergencies via the internet by easing data burdens and prioritizing messaging. Recommendations for setting up a VOST include establishing leadership, policies, training requirements, and communication channels. The document outlines how VOSTs have been activated during past incidents like protests in California and tornado response in Oklahoma.
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Virtual Operations Support/Digital Volunteering
- 1. Virtual Operations Support &Digital Volunteering “Like all technology, social media is neutral but is best put to work in the service of building a better world.” - @SimonMainwaring 1 @Epimetra
- 2. What is “DigitalVolunteering”? • Based on crowdsourcing crowd•source /’kroud,sÔrs/ verb. 1. obtain (information or input into a particular task or project) by enlisting the services of a number of people, either paid or unpaid, typically via the Internet (Example: Kickstarter) • Leverages information from general public • Usually involves core team of trusted agents • Can be formally organized or spontaneous 2 @Epimetra
- 3. Example: American RedCross Digital Volunteers • Digital Volunteers (“DigiVols”) • (Soon-to-be) managed at the chapter-level • Track issues, answer questions and provide resources for survivors • National HQ – Washington, D.C. Digital Operations Center for Humanitarian Relief • Staff support and coordinate chapter operations • Monitors for public relations issues • Manages large social media posting volume via Radian6 • Maintains control of main @RedCross accounts 3 Images: Red Cross @Epimetra
- 4. Example: FEMA “TechCorps” • Announced December 17, 2013 • Goal: Develop national network of skilled, trained technology volunteers to assist with critical technology gaps • 2 Tech Corps Liaisons (federal positions) within national Incident Management Assistance Teams (IMAT) • Coordinate with state, local, tribal or territorial leaders to identify gaps and coordinate/connect with volunteer resources • Pilot program set to launch in 2014 4 @Epimetra
- 5. Other volunteer technical communities •Crisis Mappers • Humanity Road • Standby Task Force • CrisisCommons • Independent SMEM-ers & spontaneous contributors Potential uses for digital volunteers • Message amplification • Monitoring & situation awareness • Rumor management • Reconnaissance • Mapping • Post categorization • Trend identification 5 @Epimetra
- 6. What is a? • VOST = Virtual Operations Support Team • Support on-site personnel (via the Internet) • Ease data burden & prioritize messaging Key points • Not always volunteer force • Team Leaders report directly to EOC, EM, liaison, etc. • Maintain effective span of control 6 Image: vosg.us @Epimetra
- 7. VOST Activation: CAProtests • July 24, 2012 • Protests erupted after police shooting of Manuel Diaz • 9 volunteer team members activated for VOST VOST Mission • Identify instigators • Hashtag monitoring • Identify opportunities for safe fire suppression • Monitor and identify protest locations • Inform police operations • Communicate intelligence to liaison/EOC 7 @Epimetra
- 8. VOST Activation: MooreTornado • EF5 tornado on May 20 • Series of tornados followed, May-June 2013 • 5-10 volunteers activated by OKVOST VOST Mission • Identify damaged areas & life safety issues • Skywarn criteria • Map blocked roads and other access issues • Monitor trends (power outages, questions, misinformation, etc.) • Search for survivors (first documented occurrence of victim retrieval via Twitter Advanced Search) 8 Huffington Post @Epimetra
- 9. OKVOST Victim Retrieval 9 Victimidentified on Facebook, contact initiated around 18:45, location determined and rescue coordinated w/ on-scene assets Tweet found using geo-code search + “trapped” @Epimetra
- 10. Setting up aVOST • Leadership • Policies/Procedures • Volunteer/Staff Handbook • Application process • Suggested training/expertise requirements • Mobilization plan • Team structure & accountability • Incident reporting • Internal communications 10 @Epimetra
- 11. VOST Member Profile •Expertise: • Social media • Information technology • Community leadership • Geographic information services • Amateur Radio • Archiving • General technology • Requirements: • Registered disaster response volunteer • Background check • Basic FEMA & VOST- specific training • Credentialing • Regular meetings 11 Identify these people FIRST, then worry about this! @Epimetra
- 12. VOST Structure • Officialaffiliation • Scalable • Span of control • Team objective • Local and nonlocal team members 12 Image: vosg.us (Caroline Milligan & Scott Reuter) @Epimetra
- 13. VOST Communications Internal channels •Message board team members, EOC personnel, liaisons (Skype, other chat- room) • Group text/chat team activation (GroupMe) • Collaboration team info sharing (Google Drive), document sharing (Dropbox) • Activity Log & Workbook External channels • Twitter (news/questions) general public, responders, community leadership • Facebook (questions) general public • Other channels as necessary or appropriate (match with goals) 13 @Epimetra
- 14. SMEM Planning “P” Initial Meeting EM/EOCDevelop Mission/Objectives (Meet w/ Liaison & Leads) Team Leads Brief Social Team Initial Response & Assessment Incident Brief Incident Event Notification & Alerting Preparing for Tactics Meeting Operations Briefing Workbook Prep & Organizing Execute Plan, Assess Progress, Reevaluate Monitoring & KPIs/ Objectives New Ops Period Begins Preparing for Planning Meeting Planning Meeting Tactics Meeting VOST Activation SMEM Strategy Aligned w/ Platforms Old Team: Brief New Team on trends/issues; Team Debrief New Team: Review Activity Log, Make Tactical Adjustments Workbook Created VOST Members Given Assignments Based on Expertise & Priorities (Modified ICS 204 Form) Public Officials Briefing (EOC) & Official Press Briefing (JIC) Initial Hashtag & Active Monitoring Analysis Passive Monitoring (before/during event) Reevaluation of objectives, monitoring, outreach, etc. 14 @Epimetra
- 15. Virtual Operations Support &Digital Volunteering: Review • Digital volunteering & crowdsourcing • Current examples of virtual technical communities • Virtual Operations Support Teams (VOST) • VOST structure • VOST recommendations • VOST activations • Building your support network 15 @Epimetra
- 16. Other training/services available: •Crisis Communications • Emergency Management • Technology • Information Management • Consulting • Content Management • Exercises/Evaluation
- 17. Christopher Tarantino, MEPCMCP about.me/chris_tarantino CEO – Epicenter Media & Training christopherltarantino@gmail.com @Tarantino4me | (585) 210-3011 THANK YOU!