City of Washington

Hurricane Isabel Response

September 2003

Advance Preparations

Prior to 8 a.m.

Thursday,

September 18

Advance Preparations (Prior to 8 a.m. on 9/18)

Management team, departments discuss:– Staffing (City & contracted resources)– Meals & lodging– Operations Support (supplies, call center)– Alternative facilities (Police, Fire)– Facilities, parks & equipment preparation– Public infrastructure preparation (ditches clear, water tanks

full)– Preparations for FEMA reimbursement– Public information

Advance Preparations (Prior to 8 a.m. on 9/18)

Coordinate with other agencies– Beaufort County Emergency Operations Center– ElectriCities– Large electric customers

Operations During the Storm

Starting 8 a.m.

Thursday

September 18

Operations During the Storm (Starting at 8 a.m. 9/18)

Maintain services (outage repair, public safety, operations) in field until winds reach 50 mph to protect employees, equipment

For public safety, de-energize electric circuits near waterfront

Resume services in the field when winds drop to below 50 mph

– Jack’s Creek Pumping Station monitored to protect equipment in case of power outage

Operations During the Storm (Starting at 8 a.m. 9/18)

Debris cleared from streets to maintain emergency vehicle access

Wells, wastewater lift stations use generators for back-up power

Information distributed to public

Operations After the Storm

After midnight

Friday

September 19

Operations After the Storm (After midnight 9/19)

Normal staffing, operations resume when need for emergency response passes

Heavy call volume continues at Utilities Operations Center

Storm Debris clean-up begins (daylight hours)– City parks– Residential pick-up

Operations After the Storm (After midnight 9/19)

Equipment, facilities repairs begin Wastewater treatment adjusted to handle higher

inflow due to stormwater Information distributed to the public FEMA reimbursement preparations

Lessons Learned

Post

Incident

Assessment:

What Went Well

Lessons Learned What Worked Well

Suspending/limiting outdoor activities when sustained winds reached 50 mph

– Maintains safety of personnel and equipment

Coordinating City and county operations through use of the County Emergency Operations Center

Assigning City staff or officials to County Emergency Operations Center

Lessons Learned What Worked Well

Bringing in contracted electric line crews prior to storm to be on site as soon as needed

Aggressive tree-trimming program for preventive maintenance

Completed Hazard Mitigation Projects (elevation, acquisitions) reduced chance of flooded structures

Scheduling warehouse staff worked in shifts

Lessons Learned What Worked Well

Public acknowledged the fact they received their power back in a timely manner

Public expressed appreciation for “live voice” at the Utilities Customer Call Center

Field personnel knew what to expect with meal preparations and schedule

Lessons Learned

Post

Incident

Assessment:

What

We Need

To Work On

Lessons Learned Issues, Concerns, Things To Work On

Limiting outdoor operations Consider citywide policy on limiting outdoor

operations when sustained winds reach 50 mph Identify consistent means to determine wind speed

– Sources: wastewater plant, water plant, airport, news media

Evaluate effectiveness, accuracy of telemetry now in use

Lessons Learned Issues, Concerns, Things To Work On

Staffing & Staff Support Assign personnel from other departments to assist

Fire-Rescue-EMS in meal preparations, cooking Expand amount of time utilities call center is staffed

(during storm as well as longer during response period)

Address short-term storage of large quantities of perishable food at Fire Station

Make advance arrangements for distributing leftover food

Address staff rest and relief, stress management

Lessons Learned Issues, Concerns, Things To Work On

Operations Logistics, Support & Issues

In General Recognize that differences in each storm may

require different means of preparation, response Assign separate radio frequencies for Public Works

and Electric operations

Lessons Learned Issues, Concerns, Things To Work On

Operations Logistics, Support & Issues

Public Safety Consolidate 9-1-1 dispatching for Police and Fire-

Rescue-EMS Fire-Rescue-EMS had to develop two emergency

plans for remaining at or vacating fire station Develop policy/procedure on responding to

transformer or power line fires

Lessons Learned Issues, Concerns, Things To Work On

Operations Logistics, Support & IssuesElectric Evaluate de-energizing waterfront electric grid

remotely Use of contracted crews limited by availability of staff

to guide crews around system, service area Assess equipment needs for Electric Line Crews,

such as mounted spotlights to aid in visual inspections at night

Lessons Learned Issues, Concerns, Things To Work On

Operations Logistics, Support & IssuesPublic Works Consider options for electric generator at Jack’s

Creek to maintain pumping ability at all times (new culverts will not help until river level drops)

Purchasing & Supply Evaluate need for policy on issuing City supplies,

such as rain suits and flashlights, to contracted workers

Lessons Learned Issues, Concerns, Things To Work On

Response management and oversight Pursue installation of an electric generator at

Municipal Building to retain municipal operations Extend length (starting and stopping) of State of

Emergency Establish system to deter price gouging,

unscrupulous outside contractors

Lessons Learned Issues, Concerns, Things To Work On

Traffic control Barricade Main Street at Bridge Street and other

flood-prone areas (Park Drive area) to deter sightseers, vehicle traffic

Develop methods to keep public at safe distance from Electric Line Crews’ work areas

Lessons Learned Issues, Concerns, Things To Work On

Traffic control For safety reasons (i.e.: floating vehicles), consider

having a tow truck on standby to tow vehicles from flood-prone areas

Heavy vehicle traffic interfered with relocation of generators to wastewater lift stations during the eye of the storm

Lessons Learned Issues, Concerns, Things To Work On

Information gathering & sharing Develop means for assessing power outage status,

such as an electronic map that could show when a circuit is out

Provide information to assist Customer Call Center staff in fielding caller inquiries

– Script with responses to frequently asked questions– Status reports on area outages, updated regularly

Evaluate use of GIS system in storm status and response

Lessons Learned Issues, Concerns, Things To Work On

Information gathering & sharing Evaluate use of existing utility customer records in

supporting electric emergency response efforts (locating customers, poles, transformers, etc.)

Assess internal communications needs between departments

Investigate use of text pagers as a communications tool

Improve information flow of relevant information from City to County EOC (power outage status, street status)

Lessons Learned Issues, Concerns, Things To Work On

Public Education and Information Conduct storm preparedness public education

campaign at start of hurricane season Educate customers with medical concerns about

making advance provisions for power outages during storms

Retain ability to access internet, email and Government Access Channel for communications and information during storm (i.e.: wireless connection; fiber optic connection of City facilities)

Lessons Learned Issues, Concerns, Things To Work On

Staff training Implement annual training for hurricane preparation

and response Train staff to assist Communications Services during

storm period Train customer call center staff in advance on

procedures, information needed for the dispatcher, electric operations, handling abusive callers, etc.

Provide training in proper use of communications radio

Lessons Learned Issues, Concerns, Things To Work On

Utilities Operations Center

Command & Dispatch Center Assign a Communications/Operations Manager to

track and direct activities and resources in the field Update information on customers with medical needs Update electric system maps Assign supervisor for call center staff

Lessons Learned Issues, Concerns, Things To Work On

Utilities Customer Call Center Establish procedure for sharing information at shift

changes Fine-tune staffing (length of shifts, scheduling relief

personnel, when to open and close call center) Manage noise in call center environment

Lessons Learned Issues, Concerns, Things To Work On

Continuing Needs

Water Resources All 30 wastewater lift stations are required by state

law to be equipped with electric generators at a cost of approximately $20,000 each

By end of 2003-2004, City will have approximately ½ of lift station generators in place

Lessons Learned Issues, Concerns, Things To Work On

Continuing Needs

Water Resources Research availability of pump motors with larger

hoods to prevent future damage during hurricane due to water entering the housing (2 motors ruined during Isabel)

Public Safety New and/or improved facilities

Outcome/Statistics

8,000 of 12,000 electric customers were without power at some point during storm

95% restored by Saturday evening Washington spared projected 10-foot tidal surge.

Actual surge was 6 ½ - 7 feet above sea level, and only a couple of streets were flooded.

Streets clear of flood water by 4 a.m. 9/19

Outcome/Statistics

Storm debris cleanup completed Oct. 3; estimated 7,000-8,000 cubic yards collected

No reports from public of flooded residences Generator loaned to neighboring city once

Washington’s power restored FEMA has declared eligibility for reimbursement for

storm expenses

City of Washington

Hurricane Isabel Response

September 2003