EASTERN AREA COORDINATION CENTERMD-BWRC = Blackwater Wildlife Refuge Dispatch Center FOREST SERVICE DISPATCH CENTERS PA-ALFC = Allegheny Forest Dispatch Center MI-HUFC = Huron Zone

EASTERN AREA COORDINATION CENTER

DETAILER GUIDE 2005

Eastern Area Coordination Center Mission Statement The principal mission of EACC is to provide safe, cost effective and timely coordination

of area resources for wildland fire emergencies. This is achieved through planning, communications, area situation monitoring, coordinating agency needs projection, and expediting resource requests. EACC also plays a significant role in providing logistical

support to the needs for Homeland Security incidents, natural disasters (floods, hurricanes, ice storms, earthquakes), and planned land management activities.

Table of Contents Table of Contents 2-3 INTRODUCTION 4-6

Welcome 4 EACC at Bishop Henry Whipple Federal Building 5 Your EACC Team Members 6

Charts 7-11

Eastern Area Dispatch Relationships 7 Eastern Area Dispatch Relationships Key 8 EACC Working Organization 9 EACC Expanded Organization 10

PERSONAL ITEMS 11-13 Time Keeping 11 Lodging 11 Rental Car / Personal Vehicles / Hotel Shuttles / Light Rail Transit 11 Lunch and Breaks 11 Emergency Fire Time Report Example 12 Location of Restrooms 13 EACC Breakroom 13 EACC Coffee 13 Designated Smoking Areas 13 Office Attire 13 Detailer Lockers 13 EACC Storage Room 13

Federal Building Features 14

Federal Building Post Office Federal Building Convenience Store Automated Teller Machine (ATM) Federal Express Drop Box Vending Machine Rooms Public Transportation / Hiawatha Light Rail Transit

EMPLOYEE SAFETY 15-16

Federal Building Security Badge Procedures 15 Security and Law Enforcement Contact Procedures 15

Occupant Emergency Handbook 15 Emergency Evacuation Exit 15 Severe Weather 16 Fire Alarms 16 Fire Extinguishers 16 EACC First Aid Kit 16 EACC Emergency Forms 16 Local Hospital and Clinic Information 17

EACC Detailer Guide 2005 5/27/2005 2

OFFICE PROCEDURES 18-20

Telephone Procedures 18 Picking up Calls 18

Speed Dial Feature 18 Transferring Calls 18 Long Distance and Local Phone Calls 18 Computers 19 General Computer Information 19 Office Equipment 20

Fax Machine 20 Computer Printers 20 Label Machine 20 Postage Meter 20 Copier 20

ROSS – Resource Ordering & Status System 21-22 Standards of Processing Resource Order 21 Dispatcher Log Use 21 Important Steps to follow for processing Resource Order through ROSS 21-22


INTRODUCTION Welcome Welcome to the Eastern Area Coordination Center! EACC is the geographic area coordination center (GACC) for the northeastern part of the United States. This includes a 20 state area – Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, New Jersey, Delaware, Maryland, Pennsylvania, West Virginia, Ohio, Indiana, Michigan, Illinois, Wisconsin, Minnesota, Iowa, and Missouri as well as parts of the following federal agencies: Bureau of Indian Affairs (BIA) Eastern & Midwest Regions; National Park Service (NPS) Northeastern & Midwest Regions; Forest Service (FS) Region 9; Fish and Wildlife Service (FWS) Region 3 & Region 5; among other cooperating agencies. EACC is physically located at Fort Snelling, Minnesota in the Bishop Henry Whipple Federal Building, 10 minutes southeast of Minneapolis & St. Paul and just on the out-skirts of the Minneapolis/St Paul International airport.

Our physical address is:

EACC BHW Federal Building 1 Federal Drive Room G-20 Fort Snelling, MN 55111-4080 Main Phone Number: 612-713-7300 Website: www.fs.fed.us/eacc Fax Number: 612-713-7317

The Eastern Area Coordination Center (EACC) has been delegated authority from the Eastern Area Coordinating Group (EACG) to move resources throughout the geographic area and between geographic areas to meet incident needs. Within the Eastern Area, the EACC will act as a focal point for internal and external requests for all states, federal agencies and/or bureaus. This includes the Allegheny Forest Dispatch Center (ALFC), Monongahela Forest Dispatch Center (MOFC), Blackwater Wildlife Refugee Dispatch Center (BWRC), Missouri-Iowa Interagency Dispatch Center (MOC), Illinois Interagency Dispatch Center (ILC), Indiana Interagency Dispatch Center (IIC), Upper Peninsula Interagency Dispatch Center (UPC), Huron Zone Dispatch (HUFC), Manistee Zone Dispatch (MAFC), Minnesota Interagency Fire Center (MFC), Ohio Interagency Dispatch Center (OIC), Emergency Incident Coordination Center (EIC), Wisconsin Interagency Dispatch Center (WIC), Northeastern Interagency Dispatch Center (NEC), Northeast Interagency Fire Cache (NEK) and the following state dispatch centers: Michigan, Maryland, Delaware, Pennsylvania, New Jersey, and West Virginia. Generally, EACC has a year round workload not only supporting wildfire emergencies but natural disasters such as hurricanes, tornados, and floods working closely with Federal Emergency Management Agency (FEMA), Department of Homeland Security (DHS), the Animal and Plant Health Inspection Service (APHIS). Fire season starts as early as February and continues throughout the summer until late October.


EACC at the Bishop Henry Whipple Federal Building Initial entrance to the Bishop Henry Whipple Federal Building is at the main doors located at One Federal Drive. Until you receive your building security badge, you will need to park either in the special visitor parking which is in front of federal building just past the main guard shack or in the Light Rail public parking lot across the street.

If you arrive during the week Monday – Friday between 0600 – 1800, you can use the special visitor parking until EACC issues you a security card which can then be used to access the main employee parking lots. Inform the guard at the guard shack that you are coming to work at EACC and that you need to park in the visitor parking until you receive your building security badge. If you arrive on a weekend day or after hours (1800 – 0600), you will need to park across the street in the LRT parking area, and then contact EACC to have an EACC staff meet you at the front door. Any problems accessing the building, call EACC using the pay phone located outside of the main entrance of the BHW federal building at: 612-713-7300 or 1-800-247-1247, x7300.

Once you receive your building security badge, you may park in the East, South and West employee parking lots. These parking lots are accessed by using a security badge. Please read the parking lot signs to avoid parking in special designated areas. Your car cannot be parked in these special lots. Federal Protection Service (building security) issues tickets for violating parking rules.

Upon entrance to the BHW federal building, all visitors and employees must pass through the security station and show a valid government photo ID or state driver’s license. We are required to walk through a metal detector and have purses, briefcases, backpacks or any other items carried on your person, scanned through the x-ray machine. Please abide by these very important security procedures.

The elevators past security will take you to the GROUND floor or you can take the large staircase down. EACC is located in Room G (ground) – 20. Once on the ground floor level, you will see the cafeteria and a conference room facility. Walk towards the cafeteria, and take the hallway to your right. You will see glass exit doors at the far end of the hallway. EACC is the last office on the right. Do not open the glass doors at the end of the hallway! If doors are opened, a silent alarm will go off and security will be notified. These doors are not available for public use.

EACC office entrance is locked at all times and accessible by a punch code door lock. Upon arrival to your assignment, press the doorbell to gain access to EACC. Your Floor supervisor will provide the door punch code combination information with your briefing. You will be provided with a building security badge and you are expected to wear/carry this badge & your valid photo ID while in and around the federal building. This security badge will allow you access to the employee parking lot as well as access the building in the off hours. You will also need this badge & ID to return to the building if an emergency evacuation of the building occurs.

Between the hours of 0600 – 1800, Monday through Friday access the BHW Federal Building via the main entrance in front of the building. Before 0600 and after 1800 and on the weekends and holidays, the federal building is closed. You will have to use your assigned building security badge to access the building. The security badge keypad is located to the left of the main entrance doors on a building pillar. Hold the card on the key card black pad and a green light will indicate that the doors have been unlocked for you to open.

Should you encounter any problems with parking or accessing the building, please let your floor supervisor know.


The EACC work environment is harassment free and we practice a zero tolerance for harassment of any kind. It is everyone’s responsibility to ensure that the office is a friendly and productive one. Notify your supervisor should any situation develop. DURING YOUR STAY… If you have any concerns or questions, please direct them to your Floor Supervisor or the Center Manager. AFTER YOUR STAY… We welcome your comments or ideas on how we can improve our Center. Please feel free to give us your recommendations and constructive criticism.

Your EACC Team,

Laura McIntyre-Kelly Ann Stegmaier Steve Marien Karma Kanseah Gloria Pellin Scott Swendsen



Eastern Area Dispatch Relationships Key

INTERAGENCY DISPATCH CENTERS ID-NIC = National Interagency Coordination Center VA-EIC = Emergency Incident Coordination Center IL-ILC = Illinois Interagency Dispatch Center IN-IIC = Indiana Interagency Dispatch Center MN-MFC = Minnesota Interagency Fire Center MO-MOC = Missouri-Iowa Interagency Dispatch Center ME-NEC = Northeastern Interagency Dispatch Center MI-UPC = Upper Peninsula Interagency Dispatch Center OH-OIC = Ohio Interagency Dispatch Center WI-WIC = Wisconsin Interagency Dispatch Center FISH & WILDLIFE DISPATCH CENTERS MD-BWRC = Blackwater Wildlife Refuge Dispatch Center FOREST SERVICE DISPATCH CENTERS PA-ALFC = Allegheny Forest Dispatch Center MI-HUFC = Huron Zone Dispatch Center MI-MAFC = Manistee Zone Dispatch Center WV-MOFC = Monongahela Forest Dispatch Center

STATE DISPATCH CENTERS DE-DESC = Delaware State Dispatch Center MD-MDSC = Maryland State Dispatch Center MI-MISC = Michigan State Dispatch Center NJ-NJSC = New Jersey State Dispatch Center PA-PASC = Pennsylvania State Dispatch Center WV-WVSC = West Virginia State Dispatch Center

CACHE MN-NEK = Northeast Interagency Fire Cache

Other Federal Partners FWS = Fish and Wildlife Service, Region 3 & Region 5 BIA = Bureau of Indian Affairs, Eastern & Midwest Regions BLM = Bureau of Land Management NAF = Northeastern Area State & Private Forestry FS = Forest Service, Region 9 NPS = National Park Service, Northeast & Midwest Regions OMD = Office of Surface Mining, Bureau of Reclamation CDC = Center for Disease Control NWS = National Weather Service




PERSONAL ITEMS

Timekeeping You are responsible for keeping track of your own time. You should use the pink OF-288 form (Emergency Firefighter Time Report). Copies are available in the file drawer at each dispatch station. It is recommended that you complete the form daily, and have the form signed off by your Floor Supervisor at the end of each column (Block 12). When your assignment is over, Gloria, EACC Time Officer will sign Block 26 after Block 25 is signed by you. The white copy (file copy) of the form is to remain here at EACC for our records. Generally, the charge code on the resource order that you were ordered in on is used for your time sheet. If you have any timekeeping questions, please see Gloria. The next page has an example of an Emergency Firefighter Time Report and instructions on how to fill one out properly.

Lodging Local area 2005 Per Diem rates are listed below. You are expected to pay for your own meals and lodging.

County Lodging M&IE Dakota $77 $39 Hennepin $105 $51

Rental Car / Personal Vehicle / Hotel Shuttles / LRT Rental cars, AOVs & POVs must be authorized by EACC prior to travel and will be documented on the resource order. Many of the local hotels have a guest shuttle service which offer rides to and from the EACC office. In addition, the Hiawatha Light Rail Transit offers service from the hotels next to the Mall of America to the EACC office in the federal building.

Lunch and Breaks You may take 30 minutes to one hour for lunch. Lunch breaks will be staggered to allow for continual expanded dispatch coverage. Please advise your Floor Supervisor of your daily plans. You are required to take a minimum of a 30-minute break for every 6 hours of on duty. Make sure lunch breaks are shown accordingly on your time report. BHW federal building cafeteria hours of operations are:

Breakfast 0630 to 0930 AM break 0930 to 1100 Lunch 1100 to 1300 PM break 1330 to 1500

Closed on weekends & holidays The cafeteria accepts credit cards and debit cards with the Visa/Mastercard logo. Food can be eaten at the cafeteria or trays can be taken to our EACC break room. Trays must be returned the same day before 1500. ALL FOOD MUST BE EATEN IN THE BREAKROOM OR CAFETERIA. PLEASE CLEANUP AFTER YOURSELF WHEN USING THE BREAKROOM. NO FOOD OR OPEN BEVERAGE CONTAINERS ARE ALLOWED AT THE DISPATCH STATIONS.


1. Identification Number EMERGENCY FIREFIGHTER TIME REPORT F 68290590

2. Social Security Number X

3. Initial employment(X one)

4. Type of Employment (x one)

5. Transferred From 6. Hired At: X

Home Unit (AD ONLY)

7. Employee has (x one)

8. Entitled to return travel Time X 9. Entitled to Return Transportation X

Discharged

ZIP CODE MUST BE ENTERED BELOW IN CASE OF ACCIDENT NOTIFY

10. Name (First, Middle Last)

15. Name

X

X

11. Street Address 16. Street Address

X

X 12. City

13. State 14. Zip Code 17. City 18. State 19. Telephone No

X X X X X X

20. FIRE LOCATION IDENTIFICATION Column A 1. Fire Name MANDATORY FIELDS: EACC SUPPORT

Blocks 2-19: HEADER 2. Fire No. 3. Unit Code Blocks that need to be filled in are designated with an X MN-EAC-#### #### Note: # 6 AD ONLY (ex: MN-MNS) 4. Fire Location 5. State

EAC-P##### MN Column A: 6. Firefighter Classification 7. Rate Blocks: 1-13, 25 & 26 are required for payment

AD ONLY AD ONLY # 1 & 2 Use information from Blocks 2 & 3 Resource Order Form 8. Date and Time # 3 Override corresponds with P # ( Region & Forest)

a. Year 2001 # 4 3 letter identifier from resource order and P code mo. Day start Stop Hour # 6 AD ONLY (ex: AD-5 EDSD) b. c. d. e. f. # 7 AD ONLY (ex: $18.25) 6 12 ### 1300 3.0(T) #10 AD ONLY Rate X Hrs = Gross Amount 6 12 ### 2000 6.5 Blocks: 6, 7 & 21D (a,b,c)

Filled out by AD's home unit

Blocks: 12 & 13 (per column), 25 & 26 Require signatures before payment is processed 9. Total Hours X (continue same process in column B,C, & D if needed)

10. Gross Amount AD For More Detailed Information, Please Reference: (item 7 x item 9) Only A) www.fs.fed.us/eacc 11. Inclusive B) Click on Documents Dates X C) Scroll to last document title: 12 Time Officer's Signature "INTERAGENCY INCIDENT BUSINESS HANDBOOK" X /s/ D) Chapter 10, Exhibit: 07, 08, 09, 10 13. Date Signed X Page 70 thru 81 21 Show "H" for Hazard Pay and "E": plus % for Environmental Differential D. Accounting Classification a b c P #### # 23.Remarks: 25. Employee (Signature) 26. Time Officers (signature)

X /s/ X /s/


Location of Restrooms We have restrooms available down the hallway on the right by exiting our main entrance door. There is another set of restrooms located by exiting our back door and to the right. The restrooms will be located to your right. Several restrooms are also located on all floors of the federal building. EACC Breakroom We have a refrigerator, microwave, and toaster available for your use. Please be courteous and remember to clean up after use. Label food items (your name & date) to be stored in the refrigerator. Do not keep any perishable items in the refrigerator on a long-term basis nor exposed food left on the table/cupboards or it will be disposed of. At the end of your assignment, please remove any left over food from the refrigerator and kitchen cupboards. Sink Policy: DO NOT PUT ANY SOLIDS DOWN THE SINK DRAIN. See sink information sheet posted in break room. Please help us keep the break room clean. EACC coffee Coffee is available in break room and provided by contributions of EACC staff, detailers & visitors. See signs next to coffee maker and espresso maker for current prices and directions on how to make coffee. Designated Smoking Areas BHW is a smoke free building. In the cafeteria, smoking is allowed inside the glass room of the sitting area and outside on the terrace during the week. A smoker’s area is located outside of the main entrance across Federal Drive in the middle of the parking lot. Office Attire Casual dress is the attire of choice at EACC. We ask that detailers maintain their personal hygiene and present a neat and clean appearance at all times. Shorts and sweatshirts are acceptable to wear on the weekends and holidays or on nightshifts. Clothing with tobacco or alcohol logos or offensive slogans displayed on them is unacceptable attire. Due to the nature of our work environment necessitating everyone be in close proximity and with many individuals have allergies, we recommend that no excessive perfumes, cologne, or strong aftershave be used. We recommend that you bring a sweater or pull-over to the office as the dispatch workstation area can get chilly when the air conditioner is on. Detailers Lockers Lockers are available in our storage room area for detailers to store their valuables and other personal items during assignment. Feel free to use one when necessary. We have a coat rack for jackets, sweaters, etc near the north door. We have two coat trees available to use one at each exit door. We are not responsible for any lost or stolen items. EACC Storage Room The storage room has two entrances, one accessible by the conference room and the other entrance accessible by the break room. Office supplies are stored on shelves available for your needs. See your Floor Supervisor for assistance. Please notify your Floor Supervisor when certain supplies are in need of replenishment.


FEDERAL BUILDING FEATURES Federal Building Post Office The BHW federal building post office is located near the cafeteria located down the west hallway (while heading toward the cafeteria, go past freight elevators and post office will be to your left). The post office services are available to all employees. The weekly hours of operation are: 1000 to 1055, closed for lunch, 1130 to 1430. There is also a mail drop box located near elevators on all floors. The post office is closed on weekends and holidays. Federal Building Convenience Store A little convenience store with snacks, greeting cards, and film processing is located near the cafeteria on the ground floor. The weekly hours of operation are 0700 to 1100, closed for lunch, 1130 to 1530. Store is closed on weekends and holidays. Automated Teller Machine (ATM) An ATM is located on the main floor in the lobby of the BHW federal building and another machine is located in the parking lot near the Fort Snelling Club. Federal Express Drop Box A drop box is located near the ATM on the main floor in the lobby. Hours of pickup are posted on the drop box. Mailing supplies for federal express are located in the supply room. If you need assistance in preparing the FED EX package, please see Gloria, EACC Administrative Officer or your Floor Supervisor. Vending Machine Rooms A machine is located on the ground floor in room G-95. As you exit EACC, take the hallway to your left, go past the store and the vending machine room will be on your left. Hot and cold beverage, sandwich and candy machines are available, besides a microwave with a tables and chairs. A larger vending machine room is located on the 4th floor in room 439. There are heat- able snacks, hot and cold beverages, ice cream, and sandwiches, besides a microwave with plenty of seating available. Public Transportation – Hiawatha Light Rail Transit Next to the main parking lot for the federal building is the Fort Snelling LRT station. The LRT has trains every 7 to 15 minutes going either towards downtown Minneapolis or towards the Minneapolis/St Paul International airport and the Mall of America where there are numerous hotels, restaurants and stores. Please see transit schedule & additional information including transit fees at: http://www.metrotransit.com/rail/index.asp EACC Detailer Guide 2005 5/27/2005 14

http://www.metrotransit.com/rail/index.asp

EMPLOYEE SAFETY Federal Building Security Badge Procedures Every detailer at EACC will be issued a building security badge upon arrival for duty at EACC. This badge as well as a valid photo identification card must be carried by the detailer at all times while in and/or around the federal building area. You will be given a plastic carrying case with a lanyard to store the security badge in during your detail. Upon your demobilization, please check the security badge and carrying case back in to your Floor Supervisor or appropriate EACC staff member. Security and Law Enforcement Contact Procedures Federal Protective Service (FPS) is located near the main entrance in the lobby. The security service is staffed 24 hours a day, 7 days a week. The building is officially closed after 1800 weekdays, on weekends and holidays. The FPS handles all building emergencies. FPS can be contacted by using speed dial #58 for all EMERGENCIES and speed dial #57 for all NON-EMERGENCIES. If you see any suspicious behavior inside or outside of BHW Federal Building or if there is an emergency at EACC, please inform your Floor Supervisor or EACC staff member immediately! They will contact FPS to report the emergency or concern. Occupant Emergency Handbook Located at each dispatcher workstation in the desk reference stand is a pink Occupant Emergency Handbook. This is the official evacuation plan for the BHW federal building. In addition, the first section of the desk reference stand contains quick references to emergency information. We advise all detailers to review this handbook and information as soon as possible. In addition, you will be given a copy of EACC’s Coop Plan for off-site temporary relocation procedures. Any questions or concerns please see your Floor Supervisor. Emergency Evacuation Exit The emergency evacuation exit that EACC uses are evacuation routes #6 & #7 (ground floor). The #6 exit is located at the east end of the corridor when exiting EACC main door (to your left). The #7 exit is located at the east end of the corridor upon leaving EACC’s back door (to your right). We must evacuate out the glass doors as a group. There is a designated Agency Gathering Area which will be shown on a map to you. If you are not in the EACC office at the time of the Emergency Evacuation alarm, please use the closest emergency exit next to you and then meet at the above designated Agency Gathering Area and check in with your Floor Supervisor. Once the building is cleared and occupants can return to the building, you will need to return through the main entrance and back through Security. You will need your valid photo ID & building security badge to be able to return to the building. Scott S. and Ann have been designated as EACC fire wardens. If Scott S. or Ann is unavailable, a back up fire warden will be designated. Detailers will be notified of this change.


Severe Weather In situations of severe weather, please tune into one of the local television stations of Minneapolis/St.Paul (Channels 4, 5, 9, 11, 29) to keep informed of severe weather conditions. To turn the television to a local broadcast station, turn off the digital satellite receiver. Use the buttons on the television to change the channels and for volume control. EACC is located in Hennepin County. If you are lodging in Eagan, then you are in Dakota County. If you are lodging near the airport or the Mall of America, then you are in Hennepin County. A severe weather siren (located outside of the building) can be heard at EACC and will sound off alerting everyone to seek shelter immediately. Please review the Desk Stand Reference Emergency Information section for a building map showing the designated Severe Weather Shelter areas. Your floor supervisor will bring one of the EACC cellular phones when leaving the Center to take shelter during severe weather. If time allows, forward the EACC main phone line to the cell phone (see call forwarding instructions for main phone line located in your desk reference stand) prior to leaving center. Your Floor Supervisor will contact NICC and any other local dispatch offices that EACC is currently doing business with to relay information that the Center will be out of touch until severe weather conditions pass.

Fire Alarms We have six fire alarms in EACC. Once an alarm is activated, the fire light sign will flash. The same alarm will be activated for severe weather conditions, bomb threats and other emergencies. There may be an announcement by the building security/management using the fire alarm public address system – please note any instructions to be followed. Leave the building in an orderly manner, heading toward the nearest exit doors (evacuation exit #6 or #7). Proceed to the designated Agency Gathering Area as a group. Fire Extinguishers EACC has 3 fire extinguishers, one in the break room, and two located on the walls at each side of the dispatch center workstation. EACC First Aid Kit Our first aid kit is available to all detailers for minor injury treatments and medicine for headaches/cold relief. The kit is hanging on the wall in the break room near the break room phone. If a certain item you need is unavailable, please notify Gloria, EACC Administrative Officer or your Floor Supervisor. EACC Emergency Forms The Office of Workers Compensation Programs (OWCP) forms are available in the FORMS section of the EACC Web Page. There will be links to the CA-1, CA-2, CA-16 and the Agency Provided Medical Care (APMC) forms. The instructions to fill out the forms are attached to each form. See your Floor Supervisor to report a work related injury or the need to seek emergency medical attention.


Local Hospital and Clinic Information

Nearest Hospital to EACC: Nearest Clinic to EACC: Fairview Southdale Federal Occupational Health 6401 France Ave. South Center Phone: 952-924-5000 BHW Federal Building Emergency Room Room 248 phone: 952-924-5151 Hours: Monday through Friday

0730 to 1600 Phone: 612-725-3676

After Office Hours, until 2200: After hours (2200) and Weekends: Fairview Health Services, Urgent Care Eagan Clinic Phone: 651-406-8877 1440 Duckwood Drive Hours: 0800 to 2200 Phone: 651-688-7860


TELEPHONE PROCEDURES When calls come into EACC, you may answer the call from any phone in the Center. Because of the configuration of our phone system, you must wait until the 2nd ring to be able to pick up a call. If you are seated at the center dispatch workstations, just pick up the handset to answer the call. If you are in the lunchroom or at one of the staff cubicle office phones, first press “pickup” to answer the phone. Please give out only our EACC main phone line, 612-713-7300 for all callbacks to customers. Do not give out individual desk phone numbers. Please answer all phone calls professionally stating: “Eastern Area Coordination Center, (good morning/good afternoon), this is (state your name). All phone calls that do not pertain directly to the dispatching of resources at hand should be transferred to the floor supervisor or the appropriate EACC staff member. For example, any media, fiscal, or policy type questions need to be forwarded immediately. Speed Dial Feature The phone system has been programmed with ninety-nine speed dial numbers of our customers in the Eastern Area, counterparts at NICC and neighboring geographic areas. The speed dial list is located in the reference stand at each dispatch station, “EACC SPEED DIAL LIST 2005.” To use the speed dial, locate the unit/office to be called from the speed dial list, pick up the handset and press the button labeled “speed dial # 1” and press the two digit code. The LCD window will display the phone number being called. It also displays incoming calls (Caller ID). Transferring Calls To transfer calls to another extension: DO NOT put call on hold, just press TRNSFR (gray button) then dial the 4 digit extension, then press TRNSFR again. Hang up the phone after this is completed. Long Distance Calls outside of Speed Dial List: press 9, 1+area code+ phone number Local Calls inside 612 area code: press 9, then dial the phone number Local Calls outside of 612 area code: press 9, and then dial the area code (651, 952, 763) +phone numbe A listing of Staff & dispatch station extensions is posted next to each phone.


COMPUTERS General Computer Information Computer Use Policy: All detailers into EACC must read and sign the Computer Use Policy document and which outlines the protocol and guidelines access to our system, and the ROSS Rules of Behavior Agreement, which defines the utilization of ROSS. You will be given the dispatch workstation user id & password and additional computer usage procedures as part of your EACC orientation & briefing. Once you are logged in, a USDA Government Computer Warning Banner will appear. You will need to agree to the terms and conditions outlined in this banner and click on the “I AGREE” button. At this point, the main desktop screen will appear. DO NOT change the look of the Program Manager by rearranging or deleting icons from the main desktop. DO NOT change the screen savers! DO NOT add any bookmarks to Microsoft Internet Explorer. If you know of internet sites which would be of use at EACC, see your Floor Supervisor. Use Internet Explorer if you have sites you would like to visit. If you have been entrusted with access to a file or to use certain software, respect that trust and do not delete or change these files. Dispatchers will have access to the following icons to perform daily duties or assigned tasks by the Floor Supervisor:

• Netscape Navigator/Netscape Communicator for DMS (Dispatch Messaging System) *** DO NOT OPEN ANY FILES OR CLICK ON ANY LINKS WITHIN A DMS MESSAGE! Have a Supervisor or Staff member review these e-messages due to possibility of SPAM & VIRUS attachments. ***

• Microsoft Word - use for word processing tasks, search for filed forms or templates,

special project documents • Microsoft Excel - use for updating Eastern Area Resource Availability List or creating a

spreadsheet • Microsoft Internet Explorer - access to the web

• Resource Ordering & Status System (ROSS) – used to process Request Orders

ALL COMPUTER PROBLEMS SHOULD BE REPORTED TO YOUR FLOOR SUPERVISOR OR EACC STAFF MEMBERS ANN OR SCOTT.


OFFICE EQUIPMENT Fax Machine The EACC fax machine is located next to the laser printer adjacent to the center dispatch workstation. To operate the fax machine, place copies face down. The speed dial fax phone number list of all Eastern Area Dispatch Centers is pre-programmed. The first set of speed dial numbers 01 to 32 is listed on the top flap. The second set of numbers is accessible by flipping the top flap over by the lower right hand corner tab. The second set of fax numbers starts with 33 to 38 for the remaining EACC Dispatch Centers. Numbers 39 through 52 are miscellaneous contacts such as other GACC’s (geographic area coordination centers), etc.. For any fax number corrections or changes please relay information to your Floor Supervisor. The storage bin for paper supply is accessible by pulling the lower front drawer marked LTR. Extra paper is located on the wall shelf in the storage room with additional boxes of paper located on the floor. There is a second fax machine next the copier that will be used in the event that the first fax machine is not functioning. Please see an EACC staff member for instructions on how and when to use this fax machine. Computer Printers EACC has two laser printers, one color and one black & white. The default main printer on each PC is the black & white printer which is called BW_PR10. The color printer is named CP_PR11. Both printers are located on a counter top attached to the end of the dispatch workstation area. All color cartridges and toner supplies are located on the storage room. Please see Gloria or your Floor Supervisor for assistance. Label Machine The Brady Letter Soft machine is located on a table near the copier. Black lettering on clear cartridge supplies are located in the storage room shelves. When the supply is low, please contact your Floor Supervisor. Postage Meter EACC has a postage meter machine that is available for all official business mailing. The meter is located on a table in the storage room. Please see Gloria, EACC Administrative Officer for authorization to use. Copier The copier is located left when you come in the main door. The machine has a time out feature that turns itself off in two hours if left idle. The orange button on the left hand side of the machine powers it up and will be operational after it warms up. The paper supply for the copier is located in the storage room area.


ROSS – RESOURCE ORDERING AND STATUS SYSTEM All dispatchers detailed into EACC need to have ROSS profiles (login and password) established by their home dispatch unit prior to arrival. EACC will grant dispatch access to detailers to Eastern Area Coordination Center to be able to access ROSS to process resource orders and create ROSS status reports. See your desk reference stands for the Quick ROSS Reference cards and instructions on running Eastern Area ROSS status reports. Also for additional ROSS User information access the ROSS website at: http://ross.nwcg.gov

STANDARDS OF PROCESSING RESOURCE ORDERS: Resource Orders will be processed through ROSS. EACC is a paperless ROSS dispatch center, and it is vital that each dispatcher document thoroughly all actions taken on each order. All dispatch stations are equipped with a Dispatcher Log that must be maintained and filled out correctly. Examples of logbook entries can be found below and also in the front of each logbook. Any information that is pertinent to the order, and is not automatically documented in ROSS, needs to be documented in ROSS. ROSS is the master copy.

EXPAMPLE:

Important steps to follow when processing Resource Orders through ROSS:

1.

2.

NOTIFY FLOOR SUPERVISOR OF ALL NEW REQUESTS

Document both in ROSS and in the Dispatch Log. ROSS is the master copy for the Resource Order and the EACC dispatcher log helps to manage workload and maintain continuity with each order and with other dispatchers.



3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

All orders need CHARGE CODES (p-codes, job codes & over-rides, S & F codes, etc.).

DELIVERY LOCATION – Verify that a commercial Jetport (airport) where the resource needs to fly into is documented in this area. ICP (Incident Command Post) is not acceptable.

PLACING REQUESTS WITH DISPATCH UNITS TO FILL - When processing requests in ROSS at Pending Requests screen, after the request is placed with the Dispatch Center, please follow up with a phone call to the center to give notification that a request(s) was sent in ROSS and document on your log.

SPECIAL NEEDS – Review carefully any Special Needs and notify your Floor Supervisor of these needs.

DOCUMENTATION - Review the User-entered Documentation for any additional details pertinent to the order. Notify your Floor Supervisor of any unusual documentation comments.

NAME REQUESTS – Notify your Floor Supervisor of any name requests. All Name Requests must have EACC COD or Floor Supervisor approval and approval must be documented within ROSS.

TRAINEE REQUESTS – Notify your Floor Supervisor of all requests that allow a Trainee resource to fill that request.

EXTENDING ASSIGNMENT INFORMATION - All assignment extensions should be pre-approved by a home supervisor. Relay extension information to home unit. Notify your Floor Supervisor and file the extension information in the appropriate binder.

PENDING ORDERS – At shift briefing, inform your relief dispatcher of any outstanding orders that require follow up action.

Become familiar with the information in the desk top reference stands. Most of the tools you will need to do your job are located in these stands (speed dial lists, mob guides, etc.)

Remember to be courteous & professional at all times on the phone with all customers.

REMEMBER TO COMMUNICATE WITH YOUR FELLOW DISPATCHERS, FLOOR SUPERVISORS AND CENTER STAFF.

ANY QUESTIONS OR PROBLEMS SHOULD BE REFERRED

TO YOUR FLOOR SUPERVISOR.