Ten Top Questions About Emergency Notification & Some Surprising Answers

Transcription

1 Ten Top Questions About Emergency Notification & Some Surprising Answers An Airbus DS Communications White Paper January Airbus DS Communications, Inc. All rights reserved. Page 1 of 10

2 Emergency notification has been around since the late 1980s and for those of us who use it regularly, we would probably agree, it is an important and evolving technology. Organizations that are just now considering its implementation, or perhaps seeking a different solution provider, continue to have valid questions about system functionality and best practices for success. Airbus DS Communications, a pioneer and constant leader in emergency notification, is uniquely positioned to share its expert knowledge (and that of its customers) whenever possible. This White Paper is no exception. A quick yet informative read, the document contains ten top questions from our recent VESTA Emergency Notification Summit Series, Prepare / Respond / Recover. Interestingly, some of the answers may even surprise the most experienced users of the VESTA Communicator, VESTA Alert, or other emergency notification solutions. This White Paper will also benefit those who seek to advance their skills and enhance their organization s practices. Special thanks to content contributors, Bernie Meade, Product Training Airbus DS Communications; Jonathan Solomon, Product Line Airbus DS Communications; Chris Hunsinger, Senior Telecommunications PinnacleHealth System; and Airbus DS Communications clients and potential clients like you. Read on to learn more Airbus DS Communications, Inc. All rights reserved. Page 2 of 10

3 Question 1 Employees and visitors within our organization come and go all the time. How can we possibly keep the system s emergency contact information current? While you can certainly add or update your contacts and groups manually, you will most likely find this process to be time-consuming and inefficient. This is especially true if your organization is large, with hundreds or even thousands of people passing through its doors each day. Regular imports from your master data sources are the best way to ensure your contact data is accurate and up-to-date. As a best practice, these data sources should include multiple means for communication, i.e., wireless phones, home phones, addresses (business and personal), etc., for every individual. A regularly scheduled system test will reveal data errors, including incorrect phone numbers and bounces, giving system administrators the opportunity to update the systems as warranted. The use of a Self-Registration Portal (SRP), which allows individuals to self-subscribe to your Emergency Notification system by providing their own contact information, may also prove useful to your organization. An SRP is most commonly utilized by the citizens to self-subscribe to community notification programs but can also be deployed as an opt-in portal for non-employees visiting your facilities such as visitors, volunteers and family members. Plus, integration with alerting beacons, such as those provided by Airbus DS Communications technology partner, Alertus, can help ensure people within the walls of your organization are notified visually and audibly of potentially dangerous situations, including inclement weather, active shooter events and HAZMAT incidents. With the VESTA Communicator solution, your contact data can be imported manually via the VESTA Communicator portal or fully automated through an auto-import process. When possible, we recommend utilizing the auto-import feature to enable seamless, regularly scheduled updates between your internal data sources and the VESTA Communicator solution. VESTA Communicator s web service API (Application Programming Interface) will allow your organization to build integrations with other critical business systems. One great example is the integration with your HR system which can add/remove contacts from your notification system as they are added/removed from the HR system Airbus DS Communications, Inc. All rights reserved. Page 3 of 10

4 Question #2 is one we get frequently. Why? Because many organizations believe if they test too often, their alert recipients may get too used to the call(s) or text message(s) and potentially ignore them in an actual emergency. Others believe that if they do not test often enough, they run the risk of alert recipients just disregarding notifications (tests or otherwise). While the frequency is ultimately up to you and your organization, one thing is true. It is crucial to test the system on a regular basis, if only with certain individuals or select groups. For optimum system performance, we recommend a scheduled daily test to at least one individual (perhaps yourself or other system administrator). Question 2 Realistically, how often should I test my organization s emergency notification system? As a best practice, your tests should validate the ability to deliver to each of the communication modalities that you will rely on during an emergency. This may include messages delivered via text message, , pagers, landline phone and wireless phone. This not only ensures your solution is working properly but helps identify any possible network issues or service interruptions with your communications providers. We also recommend that you test the system with larger groups on a monthly or quarterly basis, perhaps alternating between groups; and that you run a scheduled organization-wide system test every six months to a year at a minimum. Most importantly, make everyone within your organization aware of your notification program. Tell them how it works, how often they can expect to receive a test message, and how to respond to it when they do. Post system information to your intranet, mention it during company/department meetings, place posters on breakroom walls, etc. The more they know, the better prepared your organization will be Airbus DS Communications, Inc. All rights reserved. Page 4 of 10

5 Question 3 How do I know exactly when I should use the system or if I should wait and involve others in the decision? If your organization is like most, certain events naturally warrant system activation, or even trigger notification scenarios automatically. These most often include inclement weather, data disruptions, fires and HAZMAT incidents. Other volatile situations, especially active shooter events, spark fear and uncertainty among even the most experienced system administrators or executive management team. Complicating matters even more, specifics and verification by security and/or law enforcement may be needed prior to activation. To eliminate confusion or communication delays, determine the proper protocols for system activation well in advance. Document and reiterate these measures at every opportunity. Consistently exercise your Activators knowledge of your activation procedures and test the system on a regular basis as addressed in Question 2. Just as important, trust your gut and the designated individuals who can initiate such notifications without additional permission or assistance, as neither may be available in a worstcase scenario Airbus DS Communications, Inc. All rights reserved. Page 5 of 10

6 As someone involved in critical communications, you know that nothing is outside the realm of possibility. You also know that you cannot possibly plan for every critical incident that could happen within your organization. So, when developing your typical notification scenarios for fire, data disruption, etc., be sure to create messages that can be used as templates for other activations. This simple best practice will allow you to quickly build and initiate new notification scenarios for unanticipated events. Question 4 How can I save time activating the system during situations my organization did not plan for? There is also an Instant Activation feature in VESTA Communicator that allows you to create a scenario quickly using a 3-step process. You select the contacts or groups to send the notification to, compose a quick message and activate. Instant Activation is a great option if you don t have a template created and need to reach people in a hurry. Select Contacts Compose Message Activate 2017 Airbus DS Communications, Inc. All rights reserved. Page 6 of 10

7 Question 5 Every notification provider emphasizes the importance of training (initial and refresher). If these systems are so easy to use, why the need? When the users of an emergency notification system administrators and alert recipients alike are familiar with the system, the results can be measured in spades. Certain individuals will need to know how to add or update contact data. Others will need to know how to create and launch notification scenarios. Everyone will need to know how to interact with the system when they receive a call, text message or from it. Administrator training at the time of implementation, whether online or in the classroom, is key to long-term success. These knowledgeable individuals can (and should) play a vital role as you continue to train others, including new employees, within your organization. As a recommendation, share only content that s applicable to your audience. Set goals and expectations for system training. Apply the SMART (Specific. Measurable. Acceptable. Realistic. Timely.) method as exercised by Airbus DS Communications. When possible, use a self-assessment tool to determine the strengths and weaknesses of yourself and others as they use the notification system and share their knowledge with others. Refresher training, which is typically available online and at your convenience, is a great way to keep your skills up as you learn shortcuts and best practices for system use. Best of all, it s often times free or offered by the service provider at a very low cost Airbus DS Communications, Inc. All rights reserved. Page 7 of 10

8 Question 6 Exactly what information should be included in the voice and text messages delivered by the notification system? While every situation is different and the number of available details may vary, it is important to deliver clear content quickly during emergencies. At Airbus DS Communications, we recommend the following information always be included in your initial voice and text alerts: Who the message is from (usually a recognizable name or title within the organization) What the emergency is (keep the message brief, especially given current SMS character limitations) Where the situation took place (be specific) What action to take next, such as join a conference bridge or meet in a designated safe location Where to go for more information (an Inbound Bulletin Board is ideal for posting additional details and providing status updates) It is important to create messages that can be digested by recipients within seconds. Prepare these messages at no more than a sixth-grade reading level. And, always make sure they are clear and concise audible and written. Many organizations do not have clear guidelines and practices for sending incident updates and post-incident follow-up messages. Some customers have advised that sending to many messages within a short period of time may cause confusion for the alert recipients. Simple actions, such as including the word Update 1, 2, 3, etc. at the beginning of the message will help alleviate these concerns. It is recommended that you send an all-clear message to everyone once the event is over. By doing so, you will close the communications loop, helping put people s fears to rest and getting your organization back on track even faster. Question 7 Is it unwise or wrong to send multiple messages for the same critical incident? 2017 Airbus DS Communications, Inc. All rights reserved. Page 8 of 10

9 Question 8 Is one method (modality) for emergency notification better than another? Or does it really depend on the situation? No two organizations are alike, and neither are their emergency notification requirements or preferences. Some use every available modality to communicate during critical incidents. Others may solely rely on SMS or even pagers. (Yes, these are still very common in certain environments such as healthcare and utilities). You know the dynamics of your organization better than anyone. Follow your instincts. Test on a regular basis and make improvements as you go. With time and experience, you will build a fast, reliable emergency notification program that everyone can rely on. With the VESTA Communicator and the VESTA Alert solutions, notifications can be sent to multiple devices, so we have you covered, whatever you choose. Today, as recent headlines have shown, any organization, large or small, public or private, operating within the U.S. or abroad, can be affected by senseless acts of workplace violence. Even yours. Improve your readiness and response efforts to these situations by incorporating your emergency notification system into your Active Shooter response plan. Conduct round-table discussions and training with relevant departments and personnel. Determine who can issue notifications for active shooter events (they may be different than for other situations). Update any emergency contact information as needed. The US Department of Homeland Security (DHS) provides a great set of resources for establishing Active Shooter Preparedness plan within your organization. Question 9 With incidents of workplace violence steadily on the rise, can you offer any suggestions or best practices to improve the readiness and response capabilities of my organization and our emergency notification system? 2017 Airbus DS Communications, Inc. All rights reserved. Page 9 of 10

10 Question 10 What is the general consensus for using an emergency notification system outside emergencies? While the verdict may still be out on this topic, the decision is entirely up to you. Many organizations are very successful at utilizing the system for routine communications. This has many of the same benefits as testing the system regularly such as increased familiarity with the system and validation of key communication modalities. The key is to ensure you use your system to deliver important information even if it is not critical information. If the system helps your organization communicate faster and better, then you have your answer. Have other questions or want to learn more about the topics covered in this White Paper? Download the recorded webinars from our recent VESTA Emergency Notification Summit Series, Prepare / Response / Recover, from these locations: 5 Surefire Ways to Build Effective End-User Training The Key Notification Best Practices for a Public Safety Emergency Best Practices - ACTIVE SHOOTER PREPAREDNESS Other information about emergency notification, or more specifically, the VESTA Communicator and VESTA Alert solutions from Airbus DS Communications, is available online at or by calling For almost five decades, Airbus DS Communications, the home of VESTA, has designed solutions with an open mind. This innovation not only allows us to create smarter ways to keep all our communities safe, it also earned us Frost and Sullivan s 2016 Best Practices award as the NG9-1-1 Company of the Year. Our Emergency Notification products support the communications needs of hundreds of public and private sector organizations, and have for more than 30 years. As the world s most reliable source for Next Generation Public Safety communications, we keep people connected when it matters most Airbus DS Communications, Inc. All rights reserved. Page 10 of 10