Breakout SessionVIRTUAL OPERATION SUPPORT TEAMS:

DISPATCHERS OF THE FUTURE?

Mark Spross | Cheryl Bledsoe9-1-1 Operations & Technical Managers at www.Clackamas911.org

August 16, 2015

Presenter Introduction

• Who Are We?

• Where is Clackamas County?

Covers 1879 Sq Miles

Population: 388K

Call Volume: 280K

Presentation Objectives

• Describe Information-Sharing Trends in Emergencies• Discuss the Current State of 9-1-1• Look at Virtual Operation Support Teams (as evolving practice)• Evaluate the Implications for Next Generation 9-1-1

How does the public communicate in crisis?

•Call 9-1-1

•Continue Sharing• Take Pictures

• Stream Video

• Open Up their Online Networks to Chat

Information Sharing Trends

PEW Research Center findings:•87% of U.S. Population is online

•8% of online users in 2005 used social media to 72% in 2013

•Levels of social media use = high for people with disabilities

•Use of social media not associated with income levels

Sources:

Use of Social Media During Public Emergencies by People with Disabilities, John T. Morris, Western Journal of Emergency Medicine, August 2014

www.internetworldstats.com/am/us.htm, accessed on 7/13/2015

Information Sharing Trends

During Hurricane Sandy

Current State of 9-1-1

From This World…

…To This World???

• FCC Taskforce on Optimal PSAP Architecture• Standards: Under Development via APCO & NENA• FirstNet: Public Safety Broadband at the National Level • ESInet: IP Networks being build at State Level• Text-2-911: Adoption Underway at Local PSAPs • Social Media & Mobile Applications ~ Already in use by

residents & public safety agencies

Current State of 9-1-1

Result for 9-1-1?

Potential for

Mountains of Incoming Data

Current State of 9-1-1

• Evolving Capability, birthed in the Emergency Management community in March 2011

• Local concept of using teams of trusted volunteers to data mine, based on tasks required/requested by Incident Command Entities– Incident Command Posts (ICP) – Public Information Officers / Joint Info Centers (PIO / JIC)– Emergency Operations Centers (EOC)

Virtual Operation Support Teams (VOST)

• United States (in 32 states)

• New Zealand

• Australia

• Canada

• Europe (England, France, Germany, Norway, Spain)

• Central America (Panama)

Where Are VOST Teams Currently?

Tasked•Information finding•Spot Trends •Information disseminationAutonomous•Monitoring public voice•Amplifying official message

• Monitor• Curate• Amplify

How do VOST Teams assist EM Agencies?

Wildfire: Slower Evolving Missions

Develop Incident PresenceDisseminate & Amplify

Often in Rural Communities

Dynamic Incidents: (Tornadoes | Severe Weather)Find unaddressed concerns | Unable to call 9-1-1

Assess & Gather Damage Assessment

Law Enforcement:Intelligence | Monitoring

Training | Exercise:Practice, Practice, Practice

Role of 9-1-1 Telecommunicator: Pass-Through or Analyst?– Liability Issues, Accompanying Validation/Verification Activities

Are Voice & Data Mining Inputs Compatible to Manage in Multi-tasking Environment?– Span of control for Technologies, Programs, Activity Sources

Expectations of our Emergency Response Community & Public– Responders: Different needs, experiences with tech, desire for information– Public: Concerns about “Big Brother”

Implications for Next Gen 9-1-1

Culture Change Required Among Current Staff– Anticipate Union Issues Over Changing Work Sets– Training Program Changes Required– Differences in Critical Incident Stress Management

HR Perspective: Need to Evaluate Skill Sets Required for Future Data-Based Communicators?

– Researcher, Digital Platform Learners, Investigators, Curious, Focused

Technology Changes– Managing Archive & Storage issues for multi-media communications– Records Retention Guidelines Evolving

Implications for Next Gen 9-1-1

• Pay Attention to the Impact of Social Media on Emergency Response

• Observe how the public is using social technologies in order to communicate with each other to stay informed of community expectations.

• Actively Participate in the Conversations Occurring in Public Safety and the Community regarding the future.

• Ask Questions!

What Can You Do Now to Prepare?

Questions?

Thank you for participating!Session evaluations will be available in the Attendee Service Center on August 21stDid you scan your badge? This session counts for 1 CEU credit and also helps APCO develop education for YOU.

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