SNAP Into Action With a Multi-campus Emergency Notification

System

It is not a matter of if…it is only a matter of when!

KCTCS—So Who Are We?KCTCS—So Who Are We?

•16 Comprehensive Colleges

•67 Locations

What is a Crisis?

1. An unstable situation of extreme danger or difficulty.

Or

2. An event that can jeopardize a college’s image, reputation or financial stability.

Crisis Situations• Natural Disasters (fires, floods, weather, earthquakes, etc.)• Man-made disasters.• Identity theft.• Security breaches.• Major campus crimes• Bomb threats.• Allegations of fiscal mismanagement and administrative scandal.• Open records requests.• Campus violence (includes threats of violence, weapons, etc.)• Public health emergencies.• Negative media stories.• Unpredictable faculty/staff/student behavior/events (suicide, unusual off-campus deaths,

etc.)

No matter the crisis:Employee/Student Safety is # 1

Priority at KCTCS

KCTCS Crisis Priorities/Objectives• Creation of college crisis management teams.• Development of college crisis management and

communications plans for all types of crisis situations.• Establishment of an emergency notification system.• Establishment of a college emergency contact number.• Adoption of a zero tolerance approach to all threats to

student/employee safety.• Continually test and adapt plans.• Watch and study other crises.

KCTCS Decision Making Process for Emergency Notification

• KCTCS has no dorms. Immediate notification to classes, labs and work areas was priority.

• A KCTCS workgroup looked at 40 systems before selecting InformaCast.• Utilized existing KCTCS Voice Over Internet Protocol (VOIP) phone system that

reaches each campus.• Will allow a college to send emergency messages simultaneously to phones,

speakers, computers and overhead paging systems.• Needed expanded text messaging system.

Why Berbee’s Informacast?

• Ease of use, Internet based.• Activate from Computer or Phone.• One time purchase and annual licensing fee.• Compatible with Cincinnati Bell equipment – KCTCS phone provider.• Partnership with School Messenger answered text messaging questions.• Desktop Agent. Now being deployed to thousands of desktops across state.

Challenges to KCTCS Implementation

• Taking Informacast across the state of Kentucky to all colleges and campuses simultaneously.

• Working with a large number of phone and data companies.• Some substandard infrastructure on some rural campuses.• Not all phones compatible.• How many people do we need to train to cover all campuses 24 / 7 • Policies and protocols for use.

• Potentially large numbers for text messaging notification.

The KCTCS Implementation Plan

• Created a Steering Team to lead effort – consisted of Crisis Managers, PR and IT from System Office and colleges.

• Sought and received buy–in from KCTCS senior leadership.• Received buy-in from college presidents and leadership.• Created policies and protocols for Informacast use.• Developed training guide and materials.• Trained over 150 people at 4 sessions.• PR campaign to employees and students. Planning massive media event in October. • Test, test, test, test and test some more!

SNAP Protocol• Only to be used for extreme crises and weather situations.• Use templates created in advance, tied to School Messenger. Have template for

potential situations.• 911 will be called first if situation warrants.• Trained college personnel will have authority to launch the system in the event of an

emergency.• Once initial notification is dispatched, local Crisis Management Team assumes control

of situation, along with assistance from System Office Crisis Management Team.• Crisis Management Plan to be followed.

College Crisis Management Teams

• Responsibilities for Informacast:• Develop crisis management plans.• Take ownership of Informacast and lead implementation.• Establish emergency contact number and publish.• Lead local training efforts, test system.• Establish an emergency chain of command.• Develop emergency notification procedures/policies.• Develop opt-in procedures for emergency text messages.

Information Technology• Responsibilities for Informacast• Installing and endless testing of the network and

Informacast product. • All technical aspects of the installation.• Creating the log in credentials, templates, recipient

groups and getting all phones and computers Informacast ready.

• Assisting in countless training sessions. • Spending hours troubleshooting problems and glitches. • Testing, testing, testing and more testing.

Students and Employees sign up via our website

So How Are We Doing?

Oct. 1, 2008—Feb 1, 2009• 188,435 devices have been contacted, including VOIP phones,

cell phones and desktop devices.

• KCTCS has over 25,674 people signed up to receive SNAP alerts.

A Few Testimonials from our students…

At first I didn’t opt in for SNAP because I just have a pre paid phone and didn’t want a lot of txt msg. because it’s not part of my rate plan but after this last ice storm I’m glad I did.

With no TV or internet the SNAP system was the

only way for me to know my classes were canceled

Because of the SNAP system, I had one less thing to worry about

during the bad weather because the

information would come to. I love it !

As a new student I really appreciate being informed of the school closing

early in the morning. SNAP saved me a good 45 min drive to school. Thank You

SNAP-It’s good to be informed !!!A txt msg. is much easier

way of getting the information

I need.

I don’t have to call anywhere or

get online to find out about

school closings. I love SNAP !!

Methods of Communication

What are our next plans

• SNAP Alert sent from any location at anytime.

• o   Emergency messages to be sent to Facebook, Twitter, MySpace• o   Emergency email to faculty/staff/students    • o   Makes it easier to create new messages• ·         More search functions and filters within program to find• o   Messages• ·         Have more reporting capabilities on:• o   What messages have been sent• o   By whom• o   To whom  • o   Which ones activated a script• o   Results of sent message

Recommendations from KCTCS• Create working partnership among Crisis Manager, PR and IT personnel. • Meet often, communicate daily during planning process and implementation.• Develop clear, concise policies for use of system.• Widely distribute and explain policies.• Create culture of preparedness. This takes time.• Communicate to college/university community often.• Look at who your neighbors are. Include?• This is only one of many tools. Make sure to integrate into your response

system.

Lessons Learned/Suggestions

• Develop a college communication plans and matrix.• Identify and train college spokespersons.• Help create Emergency Notification Policies.• Help create templates for emergency messages.• Develop PR campaign for Informacast

Questions?

Bob HammondsDirector of Crisis Management,

Environmental Health and SafetyKY Community and Technical College

Systembob.hammonds@kctcs.edu

859.256.3181