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HomeMy WebLinkAboutAgenda - 10-14-2014 - 51 SUBJECT: Eme ORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: October 14, 2014 Communications DEPARTMENT: Emergency Services Action Agenda Item No. 5 PUBLIC HEARING: (Y /N) No ATTACHMENT(S): INFORMATION CONTACT: A) Memo -BOCC Emergency Jim Groves, 245 -6140 Communications Capability Progress Bonnie Hammersley, 245 -2306 B) GETS Factsheet C) GETS "How It Works D) Wireless Priority Service Factsheet E) Making Combined WPS and GETS Calls PURPOSE: To receive information and tools that will enhance the Board's emergency communications capability during significant emergencies and disasters. BACKGROUND: The Orange County BOCC requires a plan and process for emergency communications and information sharing during significant emergencies and disasters. While staff and the Board hope that emergency measures do not have to be implemented, the recent ice storm that impacted Orange County, the on -going Public Health activity regarding the Ebola outbreak in West Africa, and the continued threat of disasters due to natural or manmade hazards necessitate that the BOCC has a plan. The Emergency Services Director will provide guidance on emergency communications during a significant emergency event or disaster, provide several options to the BOCC to improve emergency communications capability, and provide Board member with a Government Emergency Telecommunications System (GETS) card. FINANCIAL IMPACT: This presentation is for informational purposes. Implementation of the information and guidance provided may range from no cost at all, to approximately $150,000 for implementation and $80,000 in recurring annual costs. RECOMMENDATION(S): The Manager recommends that the Board receive the information and guidance, and provide feedback to the Emergency Services Director. September 5, 2014 Attachment A 2 Orange County Emergency Services To: Bonnie Hammersley, County Manager From: Jim Groves, Emergency Services Director Re: BOCC Communications Capability Progress Ms. Hammersley, 510 Meadowlands Drive Hillsborough, NC 27278 919.245.6100 I met this morning with Colleen Bridger, Jim Northrup, Dave Hunt, Kirby Saunders (EM Coordinator), Leslie O'Connor (Public Health Preparedness Coordinator) to discuss the BOCC communications capability initiative. To establish a brief background, is my understanding from talking with Donna Baker that similar initiatives have taken place in the past, but they were never fully completed or implemented. It is my intent to change that outcome with this proposal, to include a presentation and feedback opportunity during an upcoming work session. In establishing a communications capability, the group felt that it would fall into two (2) categories: 1) robust communications capability between each commissioner and their constituents, the County Manager, the Emergency Coordination Center (ECC), and County staff (as needed), and 2) the capability to conduct public meetings, including public access, when the BOCC may not be able to gather in a single facility or under the same roof (due to any reason). With Category 1, the group felt that improving the BOCC's capability to use their personal devices (phones) and email would be the best option. By using their email addresses, OCES could push out Situation Reports on the Emergency or Disaster to keep them informed and able to answer questions by their constituents. OCES can also revise the elected official's disaster guideline to provide more detail on how and whom to communicate with during emergencies and disasters. To enable the BOCC to make calls, we propose that each Commissioner and County Manager's staff be registered with the Government Emergency Telecommunications Service (GETS), which provides a free priority mechanism to make landline calls. Basically this service routes calls by dialing dedicated telephone numbers followed by a passcode to process the call. We also propose that each Commissioner and County Manager's staff be registered with the Wireless Priority System (WPS), which is a fee based service (about $5 per device per month) that gives wireless phones priority access to cell towers. In addition, WPS and GETS can be used jointly if the need arises. More information can be found at http: / /www.dhs.gov/govemment- emergency - telecommunications - service -gets. Finally, Category I will be enhanced with our new mass notification system "Everbridge" which enables mobile devices to use various tools to communicate, including impromptu conferencing capability. We A Prej�ared, Coordinated, and Integrated Emergency Services System Twitter @ocncemergency 3 will provide training on Everbridge, including a user's guide once installed and operational. Training and developing their resiliency at home would be important for the success of this proposal. They should have a hard wired phone to supplement any wireless phone in the house. In addition, they should consider installing a generator (or solar /wind option) and transfer switch so they their homes could be powered for heat, cooling, and to support communications devices such as fax, email, internet, etc. Our Emergency Management Division will begin implementation just as soon as we have BOCC approval or your go ahead. Category 2 becomes more involved than Category 1 and may have additional costs associated with its implementation, depending on the options and capabilities desired by the BOCC. We are vetting this piece of the proposal through the County Attorney's Office to ensure it meets the intent of the Public Meeting Laws. The group proposed a tiered approach to implementing Category 2. We felt that starting off with a conference call capability would be the quickest and most effective way of reaching the public, and providing public access. By using a conference line and inviting the media to join, we could tap into the Public, Educational, and Government Access Channel (PEG) as a way of expanding the conference line. A concern is that not everyone may have access to the PEG channel. Jim Northrup is looking into how many lines the County can provide, he estimates 30 to 50. The most likely conference call option would require the use of a vendor that could support 100+ callers. Fees would depend on the number of callers and length of call. We need feedback from the BOCC on how many lines they feel would be prudent to provide public access. The next tier would be a Web Conferencing capability that could be implemented using an option like GoToMeeting, Adobe Connect, Google Hangouts, etc. This option could support voice only or have the option to share video and graphics with the public. We thought that tapping into the PEG channel would be a way of expanding the Web Conference. A concern of ours is that not everyone may have Web access in the rural areas, or access to the PEG channel. Jim Northrup has volunteered to research these options further. The top tier could involve VideoTeleConferencing (VTC). Using a VTC, the County would have to provide access to each Commissioner and key Management staff, and be facilitated by a VTC Controller (someone who would control who was visible on the screen or what was visible on the screen). The visual presentation could range from all Commissioners being visible and heard, to a single Commissioner being seen and heard, to a graphic display or video. This would provide the option of broadcasting the meeting out to the public and letting them see the BOCC individually as they talked. All of this could be done remotely. This would most likely be a Capital Investment item for subsequent years. Questions that need to be addressed for this proposal are: 1. How many conference lines would the BOCC want to establish to ensure public access? 2. How often would the BOCC like to receive Situational Reports (SitRep) -2- Here is what the tiered approach would look like: VTC Web Access WEBCONFERENCE GoToMeeting /Google Hangouts CONFERENCE LINE County or Vendor Media & public dial -in PERSONAL EMAIL AND PHONE USE GETS/WPS Situation Reports from OCES Resilience in BOCC homes Your feedback and questions are welcomed and appreciated. -3- C! CATEGORY CATEGORYI ttachment B ,,,yXR , 5' T ND SE�'JI May 2013 Goverment Emergency Telecommunications Service The Government Emergency Telecommunications Service (GETS) is a capability offered by the Department of Homeland Security's Office of Emergency Communications (OEC) . Developed in response to a growing need for priority communications for select users, GETS enhances call completion for select wireline (landline) users when abnormal call volumes exist. Assigned on a case -by -case basis, GETS access is extended to only those Federal, State, local, tribal and select private sector users who support national security and emergency preparedness (NS/ EP) activities. During times of network congestion, GETS users are granted priority communications by dialing the universal access number (710- 627 -GETS) using common telephone equipment and entering a personal identification number. Once authenticated, GETS calls will receive priority over regular calls; however, GETS calls do not preempt calls in progress or deny the general public's use of the telephone network. GETS is in a constant state of readiness. WHO USES GETS? Access to the GETS program is restricted to those users with NS /EP roles, traditionally those with command and control functions critical to management of, and response to, national security and emergency situations, particularly during the first 24 to 72 hours following an event. GETS supports critical Continuity of Government and Continuity of Operations efforts; Federal, State, local, territorial, and tribal emergency preparedness and response communications; non - military executive branch communications systems; critical infrastructure protection networks; and non- military communications networks. During Hurricanes Irene, Isaac, and Sandy, over 99 percent of calls made via GETS were successfully completed. WHY SHOULD YOU ENROLL? GETS users rely on landline communications services to perform critical functions, including those areas related to leadership, safety, maintenance of law and order, finance, and public health. Acts of terrorism, including cyber attacks, natural disasters, power outages, cable cuts, and software problems can cripple the telephone services of an entire region. Congestion alone can prevent access to circuits. The NS /EP community needs the ability to increase the likeliness their calls will go through in times of crisis. GETS users have historically experienced call completion rates at or above 90 percent during actual emergencies. 1.1 WHAT ELSE SHOULD YOU KNOW? • GETS is available nationwide and can also be accessed from international locations. • GETS can be accessed through the Defense Switched Network, FTS2001 / Networx, the Diplomatic Telecommunications Service, and the Federal Emergency Management Agency Switched Network. • GETS calls may be placed from cellular and satellite phones. • GETS calls over cellular networks are most effective when used in conjunction with the Wireless Priority Service, a similar service managed by OEC that offers authorized users priority treatment on the wireless networks. • GETS access is restricted to individuals with NS /EP responsibilities. Traditionally, users must meet those responsibilities outlined in Executive Order 13618, Assignment of National Security and Emergency Preparedness Communications Functions. • There is no charge to enroll in GETS or to make calls to the familiarization line. FOR ADDITIONAL INFORMATION Please contact the DHS Priority Telecommunications Service Center at 866- 627 -2255 or 703 -676- 2255, via email at GETSnHQ.DHS.GOV, or visit www.dhs. Version 5/13 ttachment HOW IT WORKS: THE GOVERNMENT EMERGENCY TELECOMMUNICATIONS SERVICE Introduction The Government Emergency Telecommunications Service (GETS) is an easy -to -use calling card program that provides authorized national security and emergency preparedness (NS /EP) users improved call completion on the public landline networks. It is a nationwide program providing authorized personnel priority calling during an emergency or crisis situation when the landline networks are congested and the probability of completing a call is reduced. GETS interoperates with selected government and private networks and services (FTS Networx; the Defense Switched Network; and the Diplomatic Telecommunications Service), and allows calls to or from international locations. The GETS card can be used with common telephone equipment, including standard desk sets, secure telephone equipment, facsimile, modems, and cellular and satellite phones. Calls placed through GETS will receive priority over normal calls, allowing users to communicate even during the highest levels of network congestion and do not preempt or terminate other calls already in process. GETS also provides priority calling to cell phones on most major carrier networks. There is no charge to enroll in GETS or to make calls to the familiarization/ test line. When making GETS calls, subscribers can be charged the equivalent of long distance phone rates. GETS Call Processing GETS leverages existing features of commercial local and long distance telecommunications service networks along with selected enhancements that are developed and implemented in accordance with Federal Communications Commission rules and follow industry standards. Carriers complete GETS calls using whatever network facilities are available following an emergency event. GETS calls receive priority treatment only within the domestic phone network in the United States, including its territories. GETS features include: • Access to only authorized users via a Personal Identification Number (PIN) • Priority over normal calls • Capability of using all surviving routes in a damaged network • Access from any location in the United States and abroad Approximately 85 percent of the local telephone lines across the nation are GETS capable. GETS service is available from the three largest nationwide long distance carriers: AT &T, Sprint, and Verizon. GETS enhancements to the local and long distance networks include priority treatment features and enhanced routing, which are described in more detail in the next sections. GETS makes maximum use of available communications resources within the networks when outages or congestion occur. GETS also takes advantage of the evolving technological capabilities of the public phone network. Many local and long distance carriers are converting parts of their networks to Voice over Internet Protocol technology, which involves new hardware and software. The Department of Homeland Security Office of Emergency Communications has been working closely with the telecommunications carriers and industry standards bodies to ensure that GETS enhancements function in this new environment. GETS Calls to and from Landline Phones When a caller dials a GETS access number from a landline phone, the local carrier recognizes it as a priority call and processes it using special GETS handling instructions. These instructions include information on multiple ways to route the call to a GETS long distance carrier. When the call reaches a GETS long distance carrier, that carrier authenticates the call by prompting the caller to enter a 12 -digit PIN and the intended destination number. The long distance carrier routes valid calls to the terminating local exchange carrier or wireless carrier using priority features deployed within the long distance network. Finally, the local exchange or wireless carrier receiving the call completes the call to the destination number. GETS calls terminating in GETS - enhanced landline networks also receive priority treatment in the terminating network. GETS Calls from and to Wireless Phones Wireless phones can be used to place and receive GETS calls. Callers using the Wireless Priority Service (WPS) to place GETS calls receive priority in both the wireless and landline networks. From a WPS- enabled phone, users should dial *272 + 710- 627 -4387 + SEND to place these calls. Callers making GETS calls from non -WPS enabled 2 wireless phones will receive some enhanced capabilities, but will not receive priority treatment in the wireless network's critical call set up process. GETS and WPS calls terminating in wireless networks that provide "TS will receive priority treatment through the terminating network, regardless of whether the destination device is WPS- enabled. GETS Priority Features A GETS call receives special handling within the local and long distance networks through priority treatment and enhanced routing, as discussed in the following sections. Unique GETS Area Code The North American Numbering Plan Administration assigned the unique 710 Numbering Plan Area (NPA) code for use with GETS. This non - geographic area code is valid in most local, long distance, wireless carriers, foreign carriers, as well as non- traditional carriers such as cable companies and internet telecom service providers, including Skype and Vonage. Entering the 710 area code alerts carriers to apply GETS priority features within their networks. To ensure proper access to GETS, the telecom managers for hotels, office buildings, and other private branch exchanges must ensure that their networks allow 710 area code calls to be routed to the GETS long distance carriers. Similarly, pay phones, which are increasingly routed to a presubscribed carrier, must be programmed to route 710 calls to one of the GETS long distance carriers. For help with 710 area code access, contact User Assistance at 800 - 818 -4387 or 703 - 818 -4387. Access Control through PINs GETS was designed to ensure that only authorized users access the service through the distribution, use, and control of PINs. Each GETS user is provided a GETS card with a unique 12 -digit PIN that must be used to access the service. After a GETS access number has been dialed, the user will be prompted to enter the PIN. If the PIN is valid, the call will be processed. If the PIN is not valid (for example, it was entered incorrectly), the caller will be prompted to reenter it. After three unsuccessful attempts, the call will be discontinued. 3 High Probability of Completion The high probability of completion feature designates a GETS call as such by putting a GETS marker on it in the telephone network signaling system. This marker accompanies the call through each portion of the phone network as the call is being routed. The marker tells the network to use GETS handling instructions at each point that the network must decide how to route the call, thus giving it priority over normal calls. Enhanced Routing The local carriers and GETS long distance carriers have implemented enhanced routing services to aid GETS call completion in congested networks. This provides GETS users with improved call completion capabilities over normal users. These capabilities, described in more detail below, include: Alternate Carrier Routing Alternate carrier routing provides a GETS call automatic alternate routing to the GETS long distance carriers. For example, if one GETS carrier cannot be reached, the call will automatically be directed to another GETS carrier. In the local networks, normal calls are typically routed to only one long distance carrier, whereas alternate carrier routing allows GETS calls to attempt to access all three GETS long distance carriers (AT &T, Sprint, and Verizon) without the user having to hang up and dial each one individually. Call Queuing and Retry GETS calls routed through networks experiencing high congestion may encounter situations where resources required to complete calls are unavailable. This can happen at several points on the route between a call's origination and destination. Normal calls would not be completed under these conditions; however, GETS call queuing and retry features allow a GETS call to wait for or retry a number of times for the resources needed to complete the call. For example, if a local carrier receives an All Circuits Busy message from the long distance carrier while attempting to route a GETS call (see Figure 1), the GETS call will queue in the local carrier network for the next available connection (known in the industry as a `trunk') to the long distance carrier. As network resources become available, the GETS calls are processed on a first come, first served basis. Callers can wait in queue for a minute or longer, and there is no 4 recorded announcement to indicate when calls are placed in queue. In cases of severe congestion and national need, network resources, such as trunks between local carriers and GETS long distance carriers, may be reserved for GETS and NS /EP traffic use only. GETS calls can wait in queue here if Long Distance Carrier F —IN cannot accept call trunks � . Long Distance Carrier ► Office or Home Phone Figure 1. GETS Trunking Exemption from Network Management Controls The exemption from network management controls feature allows GETS calls to be processed and avoid the restrictive measures that carriers use to protect their networks during times of extreme congestion. When call volume exceeds the designed capacity of the network, phone companies use network management controls to prevent a certain percentage of calls from originating from, or terminating in congested areas. Though normal calls may be blocked during the times these measures are implemented, GETS calls are still processed. Default Routing If a technical problem in the local carrier prevents the call from receiving its full set of special handling instructions during the initial setup stage of a GETS call, it will automatically go to a GETS long distance carrier for processing. This provides a fail - open operation where the call will at least be processed, as opposed to being blocked, even if it does not receive all the priority features it normally would have. 5 Number Translation GETS provides called telephone number translations, or masking, for users who require this type of service. Number translation provides anonymity for calling and called numbers to protect the location and identity of the user. Alternate Access Numbers GETS is normally accessed by dialing the GETS universal access number, 1- 710 -627- 4387. However, sometimes it is not possible to use this number, usually because the caller is calling from a building where the telephone system is not properly configured to allow calls to the 710 area code. Whenever possible, report problems reaching the 710- 627 -4387 number to User Assistance at 800 - 818 -4387 or 703 - 818 -4387. If calls using the GETS universal access number are not successful, callers can access the GETS long- distance carriers through the use of alternate access numbers. These alternate access means include dialing the respective carrier access code (if supported by your telecommunications service provider) or dialing the carrier's GETS toll -free number (s). These alternate access numbers appear on the back of the GETS card: • AT &T: 1010 + 288 + 1- 710 - 627 -4387 or 1- 888 - 288 -4387 1- 877 - 646 -4387 • Sprint: 1010 + 333 + 1- 710 - 627 -4387 or 1- 800 - 257 -4387 1- 855- 333 -4387 • Verizon: 1010 + 222 + 1- 710 - 627 -4387 or 1- 800 - 900 -4387 Contact Information For more information about GETS, please visit www.dhs.gov/gets or contact the DHS Priority Telecommunications Service Center at 866 - 627 -2255 or support@priority - info.com. 0 5' T ND SE�'JI CHITi5n, a91 Wireless Priority Service May 2013 Congestion on wireless (cellular) networks caused by natural and /or man -made disasters can affect emergency response capabilities by limiting call completion for public safety and national security and emergency preparedness (NS /EP) personnel. The Wireless Priority Service (WPS) , offered by the Department of Homeland Security Office of Emergency Communications (OEC) , was developed to address the growing need for priority communications on the cellular networks. WPS enhances call completion when abnormal call volumes exist. OEC assigns WPS access on a case -by -case basis to Federal, State, local, tribal, and select private sector users supporting NS /EP activities. During times of network congestion, WPS users are granted priority communications by dialing *272 prior to the desired destination number from an authorized user's cell phone. WPS calls receive priority over public calls; however, WPS calls do not stop calls in progress or deny the general public's use of the cellular network. WPS complies with the Federal Communications Commission (FCC) Second Report and Order requirements and operates at a constant state of readiness. WHO IS ELIGIBLE FOR WPS? Enrollment in the WPS program is restricted to select users who support NS /EP activities, traditionally those with command and control functions that are critical to management of and response to national security and emergency situations, particularly during the first 24 to 72 hours following an event. WPS supports critical continuity of government and continuity of operations; Federal, State, local, territorial, and tribal emergency preparedness and response communications; non - military executive branch communications; critical infrastructure protection networks; and non - military communications networks. WHY SHOULD YOU ENROLL? WPS users rely on cellular communications to perform critical functions, including those areas related to leadership, safety, maintenance of law and order, finance, and public health. Acts of terrorism, including cyber attacks, natural disasters, power outages, and software problems can cripple the telephone services of an entire region. Congestion alone can prevent access to circuits. WPS can be extremely beneficial during an emergency in which the public 1 k d ddb d WPS was used to maintain cellular connectivity for response and recovery efforts during the 8.0 magnitude earthquake and resulting tsunami that struck American Samoa in September 2009. to ecommumcations networ s are egra e y congestion or amage to the infrastructure. NS /EP personnel enrolled in WPS have a greater chance of call completion than those without the service. The cellular network must be operational in order for WPS to provide priority access. W WHAT ELSE SHOULD YOU KNOW? • WPS is complementary to, and can be most effective when used in conjunction with, the Government Emergency Telecommunications Service (GETS). GETS is the landline priority service offered and managed by the OEC, and has the same eligibility requirements as WPS. • WPS is available in all nationwide networks and some regional networks, including: AT &T, Sprint, T- Mobile, Verizon Wireless, Cellcom, C Spire, and SouthernLINC. • WPS is an add -on feature to existing commercial wireless services; no special phones are required. • Users can apply for WPS through OEC. • WPS users are responsible for any service provider charges for activation, service, and per - minute usage associated with WPS. Wireless carriers can charge a one -time activation fee of up to $10.00, a monthly access charge of no more than $4.50, and a maximum of $0.75 per minute for WPS calls. • OEC is responsible for WPS infrastructure enhancements and the day -to -day management of WPS, with oversight responsibilities residing with the FCC. FOR ADDITIONAL INFORMATION Please contact the DHS Priority Telecommunications Service Center at 866- 627 -2255 or 703 - 676 -2255, via email at WPS @HQ.DHS.GOV, or visit www.dhs.gov /wps Version 5/13 chment E ,�yARI-4A_ O���T ,AND SEGJI May 2013 Making a Combined WPS and GETS Call WHEN SHOULD I MAKE A COMBINED WPS AND GETS CALL? National security and emergency preparedness (NS /EP) personnel use Wireless Priority Service (WPS) in an emer- gency when cellular networks are congested and the probability of completing a call over normal means has signifi- cantly decreased. During emergencies, network congestion can change over short time intervals and distances. WPS users should continue to retry WPS calls after a short wait or change in location if they have difficulty completing WPS calls. However, after several unsuccessful attempts to complete WPS calls, users should retry their call using WPS and the Government Emergency Telecommunications Service (GETS) . Call failure announcements such as "all circuits are busy," or 60 plus seconds of silence are indicators that the WPS call has failed and that users should try a combined WPS and GETS call. This sends the call directly to one of three GETS carriers, improving the probability of call completion by providing multiple alternate routes. When WPS calls are not completing because the called number is busy and there is no forwarding feature to voice mail or an alternate number, the user will usually hear a standard busy signal and the display screen will show that the called number is busy or in -use. In this instance the user should continue to retry the call alternating between WPS and normal dialing. HOW DO I MAKE A COMBINED WPS AND GETS CALL? Confirm that you have a cellular signal and your GETS card 2. Dial *272 (710) 627 -4387 3. The call will be routed to one of the three GETS carriers. It may take over 60 seconds to connect to a GETS carrier during heavy network congestion 4. Listen for the tone, then enter the twelve digit PIN on front of the GETS card (do not enter 4 after the last digit) 5. Listen for the voice prompt: "Please enter your destination number now" 6. Enter the destination number (omit the 1 before the area code) 7. You will hear an announcement, "You are using GETS, AT &T /Sprint/Nrizon." The network will route your call to the destination number. This process may take over 60 seconds after the announcement to con- nect to the destination number during heavy network congestion WHAT IF MY COMBINED WPS AND GETS CALL FAILS? If a combined WPS and GETS call does not complete, users should follow the steps above but dial an alternate GETS `[:1 access number during step two instead of the number listed above. The alternate access numbers are listed on the back of the GETS card and they provide additional routes for call completion. • AT &T: 272 - 888 - 288 -4387 • Verizon: 272 - 800 - 900 -4387 • Sprint: 272 - 800 - 257 -8373 Note that callers using WPS cannot use the 1010 numbers listed on the back of the GETS card. FOR ADDITIONAL INFORMATION Please contact the DHS Priority Telecommunications Service Center at 1- 866 - 627 -2255, 1- 703 - 676 -2255, or wps @hq.dhs.gov. Version 5/13