Expecting the Unexpected: Emergency and Incident Preparation and Training

Transcription

1 Expecting the Unexpected: Emergency and Incident Preparation and Training Jim Bitler Manager, Department of Safety and Emergency Operations Reading Health System Claudia Dent VP Product Management Everbridge connect Linkedin.com

2 Agenda Emergency Drills Crisis Preparation Solving Communications Challenges Q&A LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group 2

3 Housekeeping Use the Q&A function to submit your #everbridge#emergencyprep We ll send out a recording after the event 3

4 Jim Bitler Manager, Department of Safety and Emergency Operations Reading Health System Claudia Dent VP Product Management, Everbridge 4

5 Improving your preparedness together!

6 About Reading Health System Reading Hospital A Level II Trauma Center, we are licensed as a 673-bed acute care hospital in West Reading, Pennsylvania. Our 3-million-square-foot campus is spread out across 15 acres. Reading Health Rehabilitation Hospital Our Spring Township facility has 62 patient rooms for post-acute rehabilitation, including an 11-bed secured Brain Injury Unit and 50 private rooms for transitional or skilled care. Reading Health Physician Network A network that features primary care and specialty physicians to provide ambulatory and hospital-based care to our community. This is the umbrella name for The Reading Hospital Medical Group and Reading Professional Services, effective January The Highlands at Wyomissing Our 113-acre continuing care retirement community offers independent living in villas and apartments, as well as an 80-bed skilled nursing and rehabilitation center. Berkshire Health Partners A preferred provider organization jointly owned with physicians on Reading Hospital's medical staff connects almost 100,000 employees of area businesses with a network of 4,300 providers in the delivery of high-quality, costeffective care. 6

7 How Reading Health System Utilizes Everbridge Notifications for Emergency Operations Plan (EOP) Activations for Emergencies or Drills: Mass Casualty and Patient Decontaminations Code D (Disaster) Internal or External Events Utility Failures (Power, Water, Sewer and Gas) Police Activity on Our Campus Threats of Violence (Weapons and Bomb Threats) Code Red Fire Emergencies Evacuations Partial Building or Entire Campus Scheduled Exercises to Test Hospital Response Capabilities 7

8 Communicating During Emergencies and Drills An Active Shooter Drill on May 14 th, 2013 was conducted in the E-Building Patio Grille at 1445 hours. We had participation from: Local Police Departments County Sheriffs Department County SWAT Team State Police Local & County Emergency Management The American Red Cross Local EMS Hospital Security Department 8

9 Situational Updates Police on Campus Emergency Operations Plan (EOP) Activation Building Lock Down Situation Reports (Sitreps) About Victims, Building Damage and Responder Notifications 9

10 How Did This Drill Affect Our Facility? 80 Employees Participated (Security, Facilities Management, Environmental Services, Decon Team, Center For Mental Health and Hospital Administration) 30 Law Enforcement Officers (Local, County, State and SWAT) EMS Squads Emergency Management Staff (Local and Regional) Creating a Unified Command Post Under the Guidance of National Incident Management System (NIMS) 10

11 Medical Services Radiation Drill(MS -1) A Medical Services Radiation Drill on June 12th, 2013 tested the hospital s response capabilities for Radiation Emergencies. Radioactive contaminated patient was transported by ambulance to our Emergency Department for decontamination and treatment. Emergency Operations Plan (EOP) Activation How Many Patients Sitreps(Start and Completion) 11

12 How Does Radiation Affect Hospitals and the Community? Some hospitals are not equipped to handle this type of emergency (Survey Equipment, Dosimeters and PPE). Are local highways and roads accessible? Worried Well -I think that I have been contaminated. Emergency Preparedness information is available from your local, regional or state websites and in local phone books. 12

13 Phases of Emergency Preparedness Levels of EOP Activations Alert Self check, how many patients are in house, staffing and supplies Minor Event An event that can be handled by the department Code D Internal or External Event This event can affect the hospital in multiple ways 13

14 Messaging 24/7/365 Our Security Command Center Officers and Emergency Operations Staff are trained in uses of Everbridge. Messages can be created on the fly Several prerecorded messages are available for use Messages can be sent via Quick Launch or the Aware Platform Our Emergency Management Steering Team is looking into transitioning to the new Platform and a presentation for the team has been scheduled 14

15 Power Failures During Hurricane Sandy, we were ready to use Everbridge to broadcast messages for Utility Failures and Damaged Buildings. Fortunately, only two buildings lost power for several days. An office building that had areas on the main campus to work from Our Shipping and Receiving Building An Emergency Generator was positioned outside and temporary power was required for shop lights, computers and the phone system 15

16 Water, Natural Gas and Sewer Failures If you need water to sustain your facilities operations, do you have an emergency supply? Keep bottled water on hand and rotate your stock to prevent expiration. How will you heat your building or keep equipment operational? If bathrooms are not operational because of a failed Sewer System, do you have Oil-Dri, kitty litter, 5 gallon buckets or bags? 16

17 Continuity of Operating Plans (COOP) Does your facility have plans or policies to follow? A Gap Analysis can be used to identify and document vulnerabilities Train staff and conduct exercises Catastrophic disasters require a COOP plan activation and help guarantee that your facility can continue to provide its vital services to residents and other businesses 17

18 Drill Design Homeland Security Exercise and Evaluation Program (HSEEP) Program Management Engagement occurs early and often in an exercise program to provide strategic direction for the program and specific guidance for exercises, exercise objectives that build toward an increasing level of complexity over time, review of threats and hazards, external sources and requirements. Analysis of issues, trends and key outcomes from all exercises are conducted as part of the exercise program. Planning Meetings The complexity of exercises determines the type, number and timing of planning meetings. Exercise Evaluation Guides (EEGs) Development occurs early in the exercise design process to ensure the exercise scenario, discussion questions and/or master scenario events list (MSEL) support an effective evaluation. Exercise Conduct Contingency Process developed prior to the exercise conduct to halt, postpone or cancel an exercise if a real-world event takes place. 18

19 Drill Design Homeland Security Exercise and Evaluation Program (HSEEP) Continued Evaluation (EEGs) Focus on core capabilities aligned to a specific exercise objective. Each organization identifies exercise specific capability targets and critical tasks that reflect the organization s capabilities, plans and procedures. After-Action Report (AAR) Review the draft AAR, confirm observations and determine which areas for improvement require further action. Improvement Planning Organizations are responsible for corrective action implementation processes and developing corrective actions for the Improvement Plan (IP). 19

20 What Is the Most Common Failure During Emergencies or Drills? Phone Systems Cell phones Radios Computers Pagers Other Devices Communications! 20

21 Core Capabilities: After Action Reports (AAR) Measuring Your Successes Situational Assessment Deliver information sufficient to inform decision making regarding immediate lifesaving and life-sustaining activities. Operational Communications Establish effective interoperable communications. Operational Coordination Develop command, control and coordination structures within the affected community. Maintain National Incident Management System (NIMS) compliant command, control and coordination structures to meet basic human needs, stabilize the incident and transition to recovery. Manage resources throughout incident response. Develop an Incident Action Plan. 21

22 Continued AAR Information Environmental Response/Health and Safety Perform site management and control activities. Identify problems. Complete hazard assessment and risk evaluation. Select personal protective clothing and/or equipment. Implement tactics to accomplish operational objectives. Perform decontamination and clean-up. Public Health and Medical Services Establish triage and pre-hospital treatment tactical operations. Manage hospital operations in response to a mass casualty incident and public health operations. Public Information and Warnings Provide overall management and coordination of emergency public information and warnings. Coordinate development and dissemination of public emergency information. 22

23 Are you Prepared? 23

24 Overcoming Communication Challenges Claudia Dent, VP Product Management

25 The Need for Effective Communications Employee Protection & Life Safety + Safety Alerts + Public Health emergencies + Facilities Evacuations + Shift Filling/Cancellations Compliance + Drills and Mock Surveys + Regulatory Agency Visits + Message Confirmations & Interactive Surveys + Reporting and Analytics Incident Response & Management + Code Alerts + STEMI Alerts + Response Team Activation + Regional Collaboration + Transport Staffing/Services Community Health Support + Community Information Line + Community Health Education + Public Health Alerts + Vaccination Coordination + Patient Appointment Notifications 25

26 Responding Under Pressure Infrastructure and processes should support in-crisis response: + An optimized system and automated processes for crisis communication + Frequent use to build user familiarity + Training on process and technology and testing under duress + A trusted technology platform that s there when you need it 26

27 Communication Challenges Delivery Challenges Errors under duress Old contact lists Too many systems Inconsistent processes Limited access to front-line intelligence Responder Challenges Have the messages been received? Have the right teams been notified? Are the messages clear and complete? Can we really reach everyone? What if we get audited? Can we prove it? 27

28 Smart Delivery: Combining Speed and Intelligence Smart Delivery Delivery Automation Visual Intelligence Social Intelligence Mobile Management Incident Management 28

29 Assured Response: Connecting & Confirming Smart Delivery Delivery Automation Visual Intelligence Social Intelligence Mobile Management Incident Management Assured Response Target the Individual Contact Confirmation Two-way Mobile Communications Situational Responses Live Status Reporting 29

30 Smart Delivery: Automation and Speed + Single page notification process + One-click sending speeds launch + Pre-determined message templates & contact lists reduce errors + Multi-language support with text to speech improves message clarity Select contacts based on groups, rules & GIS map locations + Call-throttling flexibility paces delivery to infrastructure capacity Onlyone page notification process & one-click sending 30

31 Smart Delivery: Flexibility Craft Messages Maps in Advance + Anticipate many possible scenarios + Create messages for event stages + Match messages to modes WHAT Message content and type But Plan for On-the-Fly Messaging + Expect the unexpected + Support quick creation and quick delivery + Keep it simple short, readable, actionable WHO Message contacts HOW Message settings

32 Smart Delivery: Mobile Manager + Manage and monitor communications while on the go using notification templates, real-time reporting and map-based targeting Onlymobile management app with integrated GIStargeting. Notify & run reports Build new messages Select contacts on maps 32

33 Smart Delivery: Everyday Incident Management + Workflow intelligence ensures the proper process for each incident + Dynamic rules deliver messages to the right people based on the incident type and status + Custom forms require specific information to minimize confusion Onlyincident management solution fueled by a rich notification engine + Audit trails & journaling provide compliance 33

34 Assured Response: Required Confirmation + Target contacts using personal preferences to improve message confirmation First Attempt Alan Sue Dave Phil Janice Second Attempt CONFIRMED cell work text message CONFIRMED BlackBerry 1/2/1310:02:03 AM 1/2/1310:02:56 AM Third Attempt work cell BlackBerry CONFIRMED cell work 1/2/1310:03:35 AM text message NO RESPONSE instant message PDA Re-send? NO RESPONSE pager Re-send? 34

35 Assured Response: Two-Way Mobile Communications + Communicate with and geo-locate frontline resources even under adverse network conditions like low bandwidth or connectivity Onlydedicated mobile recipient application with twoway communication. Receive push notifications Respond using polling Share details & photos 35

36 Assured Response: Real-Time Status Reporting + Real-time dashboards + Instant access to confirmations and response rates + Reports to assess performance + Compliance and audit 36

37 Frequent Use Increases Frequency of Success Best practices are planned in advance + Non-emergency use improves in-crisis statistics + Data quality is higher for systems that are used more frequently + Conditioned responses improve deliverability and confirmation + Familiarity with the notification platform helps: Administrators: Avoid errors in times of crisis and stress Users: Recognition of messages, understanding of processes

38 Training and Testing Realistic Drills Condition Response Under Duress + Active threat timelines are quick often under 2 minutes + Communication during and after an event can have the largest impact on casualty rates + Conditioning responses under pressure helps mitigate communication challenges

39 Training: Everbridge University The education is accessible Any Time Any Place Any Pace Any Time Any Place Any Pace Avoid competing with work time and volatile schedules Lesson 1 Lesson 2 Webinar 1 Lesson 3 Lesson 4 Webinar 2 39

40 Standardized Lessons Standardized lesson presentation + Objectives, reviews, and summaries + Lessons are 10 minutes or less in length + Multiple lessons are grouped in a course + Focuses on procedural education and best practices + Follows adult learning theory 40

41 Certification 41

42 Trusted Platform: When Needed Most Smart Delivery Trusted Platform Assured Response Unified Data Management 100% Redundant Systems Scalable Elastic Infrastructure Open Integrations 42

43 Trusted Platform: The Everbridge Suite Send and manage notifications across geographies and enterprises Manage incidents with automated rules based communication and tracking Maximize situational intelligence with social media, mobile and weather Provide two way communication between Mobile Members & Managers Global Elastic Infrastructure Unified Data Management Open APIs Reporting and Analytics Compliance and Audit Everbridge University 43

44 Trusted Platform: Customers Corporate Finance Healthcare/ Biotech Higher Education Government Transportation Energy 44

45 Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Use the Q&A function to submit your questions. 45

46 Contact Information & Free Demo Thank you for joining us today! See Everbridge Interactive Visibility In Action Visit our blog to see upcoming webinars. Everbridge Resources On-Demand Webinars: White papers, case studies and more Follow us: Linkedin