Develop Comprehensive Emergency Management Plan

There are few services on which there is as much public reliance than on communications centers. Without this service the needs of the public for emergency services response would be greatly hindered.  With this in mind, emergency communications centers (PSAP’s and Secondary PSAP’s) should be prepared to shut-down and relocate in case of emergency to the site itself with as little interruption of service as possible. 

During our survey it was noted that the PSAP shut-down procedures have not been evaluated or updated in some time.  Additionally it was unknown if there has ever been a shut-down exercise to evaluate the procedures. A full shut down procedure is necessary for all agencies served should your dispatch center itself have to be evacuated or if the center loses the ability to receive telephone calls, transmit dispatches or radio communications.  This is a procedure that is very location specific. 

We recommend your organization review and update your shut-down policy and procedures and conducts at least one procedural and one practical training exercise annually. Your organization should also give consideration to the development of a Comprehensive Emergency Management Plan (CEMP) as recommended by the National Fire Protection Association (NFPA 1221).  The development of a CEMP will address the critical functions of a PSAP shutdown and relocation as well as many other important factors for this type incident.

There are many factors that help to dictate how a dispatch center will shut down and provide for uninterrupted call taking and dispatch.  Your procedures should include but not be limited to:

• Telephone call forwarding to another PSAP (routing may be automatic by the telephone service provider in the region)
• Decision checklist or flowchart for when full or partial evacuation is required
• Notification to the PSAP who will be receiving forwarded calls
• Relocation of staff and equipment to a remote site
• Evaluation of the equipment and power supply for the remote or secondary dispatch center
• Shut down notification or forwarding of monitored alarm locations (businesses or institutions who pay for alarm monitoring services)
• Re-call of mission critical staff
• Notification of public communication outlets (TV, radio stations and social media outlets)
• Notification of emergency service agencies
• Training and exercises for all dispatchers at least annually with documentation

By updating your policies and practicing your procedures will allow your agency to be better prepared for an event causing you to shut-down.  While these events are rare, if they occur the results of poor planning and preparedness can be very serious. Additional information and resources can be found at www.nfpa.org (1221 Standard for the Installation, Maintenance and Use of Emergency Communications Systems)

Available Resources

• NFPA 1221 Standard for the Installation Maintenance and Use of Comm Systems