docQuestion 2 - Everbridge
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Question 2 - Everbridge
Torrance Oil Refinery Explosion Response: Crisis Communication and Agency Coordination Soraya Sutherlin Emergency Services Manager David Dumais Deputy Fire Chief Claudia Dent VP, Product Management and Marketing City of Torrance City of Torrance Everbridge Agenda • Why Torrance needed a system • Communications Strategies Prior to a system • Recent Events • Lessons Learned • Q and A LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group #customerperspective Housekeeping Use the Q&A function to submit your questions. @everbridge #CustomerPerspective #everbridge #CustomerPerspective We’ll send out a recording after the event Soraya Sutherlin Emergency Services Manager David Dumais Deputy Fire Chief City of Torrance City of Torrance Claudia Dent VP, Product Management and Marketing Everbridge 4 Soraya Sutherlin Emergency Services Manager City of Torrance #CustomerPespective Torrance, CA • Sixth largest city in LA County; 20.5 sq miles • Population 147,478 (2010); daytime population estimated at 250,000; • Located south of Redondo Beach, Ca • 16 miles from Downtown Los Angeles Torrance, CA • Balanced City • Full-service City • Police and Fire Departments (Class 1) • Torrance Unified School District (43 schools, including 4 high schools) • Del Amo Fashion Center • 1.5 miles of coastal line • ExxonMobil Refinery • Reservoir (750 acres) • Torrance Airport (non-commercial) • North American Honda Headquarters • Toyota Motor USA North America Headquarters • Rail tracks, Interstate 405 • Newport-Inglewood Fault line 7 Mass Notification (Public) Circa 2013 • Consent Decree (1990) between the City and ExxonMobil regarding plant operations; − Community Warning Siren − RAN (Radio Alert Network) − Mass Notification • Old system was a pay-per-use system − Low Frequency of use; − Bought out several times by competitors; − “Shelf” system for the “in-case of emergency situation” − Limited familiarly of what it did or how it worked 8 What is Our Goal? • Communicate imminent threats to life, property, or the environment to our community; − Right message, to the right person, at the right time. • Engage our residents and businesses in non-emergent situations through an interactive platform that allows for a twoway dialogue; • Instill trust and confidence in our ability to prepare for, respond to, and recover from emergencies and disasters. 9 The Need to Evolve • Identifying the need − Automated − Redundant − Web-based Solution − Integrated into daily operations − Geo-coding of maps, pictures, zones • How we performed prior − Internal Communications Email Fax − External Communications Pay-per-use Notification System Nixle 10 Mass Notification (Public) Circa 2013 • Internal Notifications − Based solely on email and phone lists − Lacked sufficient redundancy • Public Notifications − 2 separate systems − Older Notification system Pay-per-use system Only targeted residential #s − Nixle Public Safety centric Limited in ability to provide good customer data Very easy to use on the customers end 11 Why you decided on Everbridge • Industry leader − Good investment in product improvement − Case studies • Partnering agencies − Neighboring cities − LA County Hospitals • Interactive − 2-way dialogue • Customizable − Targets the person, not the device • Internal/External uses • Integrated into daily operations − Not only for emergency use 12 TorranceAlerts • Phased Approach During Conversion (Dec.) • Phase 1: E-911 Data • Phase 2: Internal Communications − Notification groups (criteria driven) − Public Safety Notification (PSN) − Management Paging System (MPS) • Phase 3: Public Outreach for Opt-in Portal − Subscription Categories (Examples) Traffic Alerts; Transit Delays; Community alerts and events; Farmers Markets; Local businesses, Hospitals, Surgical Centers, SNF’s; Access and Functional Needs. • Phase 4: RAN Conversion 13 February 18, 2015 ExxonMobil Refinery Incident • Weather: 65 degrees, overcast, winds from the east, 7mph; • Initial call came in at 0850 1st alarm response to fire at ExxonMobil refinery; • 0854 2nd alarm response called out; • TFD arrived on scene, established UC with ExxonMobil FD staff 14 February 18, 2015 ExxonMobil Refinery Incident • Initial report: − ExxonMobil reports an explosion in the ESP unit with an initial ground fire that was quickly extinguished by ExxonMobil personnel; − Major damage to the ESP unit with 2 active gasoline leaks; − Initial reports of workers missing; − Product was quickly diverted to the flares; − 3 minor injuries were reported and treated by XOM personnel. 15 February 18, 2015 ExxonMobil Refinery Incident • Product identified quickly and determined no public threat by Torrance FD; • Incident contained, releasing units (approx. 0957) • Dropped barriers at Del Amo to prevent cars from driving through − Crenshaw barrier left open based on readings and wind direction 16 February 18, 2015 ExxonMobil Refinery Incident • Torrance Fire Haz Mat (E96) assigned to monitoring − Wind direction was straight up − No readings from Hazmat • Main concern was accountability − Initial reports were 8 people missing • Quickly resolved (8 people were decontaminated on-scene based upon fall-out • 3 people treated and transported off-site by XOM personnel • FD never treated anyone * 17 February 18, 2015 ExxonMobil Refinery Incident • Notifications − 0911: TorranceAlerts Internal Notification regarding an incident at ExxonMobil and TFD and TPD were on-scene and monitoring the situation. Nothing outside of the facility reported except ash inside the perimeter. − 0930: City employees in the public works facilities (closest to the incident site) reported ash fallout. Out of concern, an email was sent to employees to sheltered in place •0940: Calls into dispatch from the public reporting ash fallout in neighborhoods 18 February 18, 2015 ExxonMobil Refinery Incident • Notifications − 0945: Nixle Alert (Public Notification) indicating a 2nd alarm fire at ExxonMobil TFD/TPD on-scene, no air quality issues at this time •0950: TFD IC advised schools to shelter in place − 1005: Nixle Alert (Public Notification) advising those in “affected area” to shelter in place * − 1014: TorranceAlerts Public Notification (e-911) sent to identified impacted area to shelter in place as a precaution • Message was a pre-recorded message and template that we modified to reference “precautionary” instead of mandatory * 19 February 18, 2015 Exxon Mobil Refinery Incident • The Media (Conventional) − Within minutes, news media is covering the explosion − Positioned overhead (helicopters), on each axis of the facility − Each outlet was reporting something different 20 February 18, 2015 Exxon Mobil Refinery Incident • Social Media − People started posting almost immediately with pictures − Conflicting information − Many reports of “ashlike” substance falling around the City and surrounding contiguous cities − City social media pages were slow to update and not all updated with the same information 21 February 18, 2015 Exxon Mobil Refinery Incident • Lessons Learned Crisis Communications − Emergency Management Perspective Messaging must have the 3 C’s (amongst ALL responding agencies) •Clear •Concise •Consistent − Anticipate a community impact regardless if they are aware − Messages must be sent in compliments of two •One to the area directly impacted with a specific action to be taken and provide follow-up •One to the entire City, notifying them of the incident, where to get information and where to report information 22 February 18, 2015 Exxon Mobil Refinery Incident • Lessons Learned − Emergency Management Perspective •Do not wait to put information out. •Initial notifications should go out within 5-10 minutes from the onset of the incident • Updates should then be sent every 15 minutes for the first hour until you have more concrete information. •Repeat the same information if you have nothing new. •Create templates in the system to use will information cue that you can populate 23 February 18, 2015 Exxon Mobil Refinery Incident • Lessons Learned Crisis Communications − Emergency Management Perspective • ALL responding agencies must participate in Unified Command • Messaging across every agency should stem from a Joint Information Center (JIC) to prevent confusion and mixed messaging • The request for emergency messaging should be requested via radio to public safety dispatch to create a timestamp (evidence collection) • EOC was in the “hot zone” –need the capacity to have a virtual EOC, especially if asked to shelter 24 February 18, 2015 Exxon Mobil Refinery Incident • Lessons Learned Crisis Communications − Emergency Management Perspective • Establish a Media Staging area immediately. Provide updates frequently and inform them on when you will be back to provide more updates. • Sirens were not utilized (threshold was not met), but public expected it- education is key on the front end • Shelter-in-place means something different to each person. Need to be more specific as what the expected action is when a shelter in place is issued • Think about your contiguous cities 25 February 18, 2015 Exxon Mobil Refinery Incident • Lessons Learned Crisis Communications − Emergency Management Perspective • Determine where the community can call for more information • Call-out line (Customize it) • IVR Solution (Interactive Voice Response) • Ensure customization for HighPriority/Non-Priority Calls • Ensure call-throttling is on and engaged • Save your shapes when using the map to send messaging • For text messaging, always use a title indicator 26 After Action Improvement Items • Pre-populated templates − Provides for consistency in messaging to the public − TorranceAlerts Internal Messaging Template •Incident Name: (enter incident name) •Date: (entire date) •Time: (enter time) •Incident Commander (s): (insert name or names) •Unified Command: (Y/N) •Incident Overview: (brief description of incident actions/goals) •Torrance Resources: (what resources are on-scene or responding) •Injuries/Deaths: (enter n/a if none) •Community Impact: (areas impacted, streets closed, residents affected etc.) •Media Inquires: (Y/N) •Media Staging: (as needed, insert location) •Social Media Notifications: (Y/N and what SM sites) •Estimate of Incident Stabilization: (estimation of incident duration or stabilization status) 27 After Action Improvement Items • Activation of the EOC is driven by specific criteria − Tiered system •Alert •Standby (conference call) •JIC Activation •Level 1 Activation •Level 2 •Level 3 − Notification based upon position, not person − Call escalation 28 EOC Activation Criteria/ Notification 29 After Action Improvement Items • Social Media Handles − Created @TorranceAlerts Twitter and Facebook handle − Certain activation criteria activate the City PIO to become the central point of messaging − @TorranceAlerts will feed ALL city social media sites − Created an email account for community to provide feedback or report issues with the system 30 #SouthBayOilSpill • Oil on the South Bay Beaches − Information was fragmented, multiple reports − Unified Command • Authority to Close/Open? − USGS − LA County Health HazMat − LA County Fire Department Lifeguards − Cities 31 #SouthBayOilSpill • Coordinated communication between LA County Health HazMat, US Coast Guard, Redondo Beach, Hermosa Beach, and Manhattan Beach • Dispatched TFD/TPD to Torrance Beach for observation • Unified Command established − Information easier to gather − Consistent • Non-safety messages sent to over 3,000 residents − Provided information − Follow-up − Reporting lines − Website resources − Instructions 32 #SouthBayOilSpill • Torrance Beach was NEVER closed despite what the media reported • Corrected the messaging put out by the media • Unified Command worked well • Messaging was consistent across ALL corresponding agencies 33 #LARAIN • July 18, 2015 Thunderstorms − Tropical Cyclone Dolores • #LARAIN #LASTORM • Thunder and Lightening throughout Southern California • Flooding • NWS- wettest July on record for SoCal 34 #LARAIN 35 #LARAIN • Messaging was hard to control or get ahead of − Per LA County Fire Department Lifeguards, ALL LA County Beaches closed − Agency coordination for messaging was almost silent − Reported by news media first, then by public agencies • WC/BC determined it was a public safety threat, issued TorranceAlerts to 104,000 residents in the impacted area • Calls and text messages 36 Other Events/Incidents • Incident at Exxon Mobil one week later − Reports generated every 15 min. • Armed Forces Day Parade − Internal and Community updates to opt-in registrants • Jul 4th Celebration (Conference Calls-Area Command) − Internal email and text updates 37 Everbridge 38 Everbridge Profile The World’s Leading Unified Critical Communication Provider When seconds count, corporations and communities of all sizes trust Everbridge to quickly connect the right people for real-time collaboration and response 3,000+ UNIFIED CRITICAL COMMUNICATION CUSTOMERS 1 BILLION Messages Sent per Year Secure and Confirmed Delivery to 150+ COUNTRIES & 100+ MODALITIES 100 MILLION Contacts Managed Everbridge and Nixle: Community Engagement EMERGENCY MANAGEMENT EVERBRIDGE SUITE Emergency Communications • • • • Emergencies Hurricanes, blizzards Fire evacuations Terrorism Community Engagement | Used by PIOs • • • • Local crime Road closures Water main breaks Missing persons LOCAL PUBLIC SAFETY AGENCIES 9000+ US Agencies - 3 M Opt-Ins Everbridge and Nixle: Community Engagement MEMBER OPT-INS EVERBRIDGE SUITE COMMUNITY OPTINS e911 CONTACTS ANONYMOUS OPTINS KEYWORD OPT-INS SEND IPAWS TEXT EMAIL VOICE MOBILE APP IPAWS EVERBRIDGE NETWORK WEBPAGE FACEBOOK TWITTER GOOGLE ALERTS Community Engagement Value Cycle Minimize disruption and improve emergency response COMMUNITY OUTREACH Opt-Ins | Mobile | Facebook Twitter | Google BETTER EMERGENCY RESPONSE MORE COMMUNITY CONTENT When it REALLY Matters Better Informed Residents MORE COMMUNITY OPT-INS MORE ENGAGEMENT Share and Go Viral 3,000+ Customers Across Multiple Markets CORPORATE FINANCE HEALTH / BIOTECH GOVERNMENT TRANSPORTATION ENERGY 100 of the Fortune 1000 3 of Top 5 Investment Banks 9 of the Top 10 Healthcare Systems 6 of the Top 10 US Cities 21 of the Top 25 Airports 3 of the Top 5 Nuclear Systems Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Use the Q&A function to submit your questions. #CustomerPerspective Soraya Sutherlin Emergency Services Manager City of Torrance Request a demo of Everbridge: http://www.everbridge.com/request-demo/ Everbridge Resources On-Demand Webinars: www.everbridge.com/webinars White papers, case studies and more www.everbridge.com/resources Follow us: www.everbridge.com/blog @everbridge Linkedin
