Learning from Hurricane Sandy: Best Practices for Mass Notification and Weather Emergencies

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1 Learning from Hurricane Sandy: Best Practices for Mass Notification and Weather Emergencies Maureen DiTore Director, Telecommunications, The Valley Hospital Claudia Dent VP Product Management, Everbridge connect Linkedin.com

2 Agenda Valley Hospital & Hurricane Sandy Successfully communicating during Sandy The Broadcast API Utilizing ENS to its full capacity Everbridge Solution Suite Q&A LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group 1

3 Maureen DiTore Director, Telecommunications, The Valley Hospital Claudia Dent VP Product Marketing, Everbridge 2

4 Housekeeping Use the Q&A function to submit your questions. Follow us and tweet insights with your friends during the webinar using the hashtag #everbridge. We ll send out a recording after the event 3

5 Hurricane Sandy: The Valley Hospital s Best Practices for Mass Notification Maureen McNamara DiTore, MS-HCM Telecommunications Director The Valley Hospital Ridgewood, New Jersey

6 About The Valley Hospital The Valley Hospital is a fully accredited, acute care, not-forprofit, 451-bed hospital serving more than 440,000 people in 32 towns in Bergen County and adjoining communities. Valley has been recognized nine consecutive times for service excellence under the J.D. Power and Associates Distinguished Hospital Program.

7 More About The Valley Hospital According to the most recent statistics available, Valley is the second busiest hospital in the state of New Jersey, based on admissions. Valley is affiliated with: The NYU School of Medicine The New York-Presbyterian Healthcare System, and The Columbia University College of Physicians and Surgeons

8 Responsibilities Director of Telecommunications since 1987 Manage the largest hospital-based physicians answering service in NJ (1,256,612 calls handled in 2012) Provide support to over 16 sites (and growing) for all voice communications On-Call 24/7 Staff of call center agents, technicians, and administrative supervisors Bachelor s in Management Master s in Health Care Management Member of various teams including chair of the Emergency Management Agency Administration Communication Team.

9 The Perfect Storm Superstorm Sandy Frankenstorm Sustained winds of 105 mph Full moon with astronomical tides Record-setting coastal flooding Unpredictable hourly updates a low-pressure system transforming it into a hybrid between a tropical system and nor easter Record-setting flooding in N.J. Hurricane Sandy s collision course with N.J.

10 Major Impact on New Jersey infrared satellite image

11 The ONLY advantage working in our favor 5 days notice to prepare for the worst and hope for the best.

12 From Pre-Sandy to Post-Sandy The Role of Everbridge On a daily basis: HORC (Hospital Operations Resource Center) evaluates clinical staffing levels Commence sending Everbridge announcements to clinical staff for availability to cover clinical shifts as required.

13 The Valley Health System Entities: 1. The Valley Hospital 2. Valley Home Care 3. Valley Medical Group Each with their own standards and protocols all utilize Everbridge to alert staff.

14 Why? Multiple vendors researched Demos provided local hospitals(uasi Urban Areas Security Initiative Non-profit Security Grant) Decision made based on demo, pricing, features, references, and reputation

15 Pre-Sandy to Post-Sandy Command Center Establish priorities in Board Room with key departments identified to determine par levels with linen, pharmacy, dietary, potable water supplies and preparations for any utility failures with Engineering, Information Systems, Telecommunications Provide accommodations for staff to sleep onsite to ensure staffing levels as well as safety.

16 #1 Priority - Communication Establish lines of communication for staff, physicians, and patients/the public: gas shortage, road closures in and around the hospital, building closures, program cancellations, discharge protocol, divert information 1. Everbridge (Primary Communication) two separate messages at various intervals 2. Create hotlines for staff & physicians 3. Internet site (valleyhealth/employee) with links to critical sites: OEM, FEMA, American Red Cross, NJ Transit, 511NJ and continual status postings 4. Internal s

17 Sandy Visits Valley 72 hours of power issues commercial power and generator power (surgical procedures canceled) Offsite buildings lost full power for over a week Maintaining Command Center I.S. systems and Telecommunications systems at the main hospital maintained Telecom s call center: Averages 27,000 calls/week to over 49,000 calls before, during and after Sandy

18 As electrical power was lost, gas stations closed. For those gas stations that remained open, roads were impassable for fuel trucks to deliver gas. Valley established an agreement with a local gas station to provide fuel for our emergency vehicles. Struggle for clinical and non-clinical staff to get to the hospital.

19 Debriefing Continue Meeting every 2 hours to update status. KEY Departments in attendance (at least one representative from each department/unit) Everbridge alert sent every 2 hours to staff (if changes were noted from last alert). Each message was dated and timed.

20 Actual Everbridge Alert Message Wednesday, October 31 st at 1:00 p.m. Power has been fully restored to The Valley Hospital. All employees who work at the hospital should report as regularly scheduled tonight and tomorrow Thursday, November 1. As Shuttle service is fully restored, please follow regular parking procedures. At this time, power has not been restored to off-site locations. Unless specifically told otherwise by your manager, all staff who work for hospital departments at off-site locations should NOT report to work, tomorrow, Thursday, November 1. Staff will be allowed to use Paid Time Off for this occasion. Please share this message with co-workers who may not be able to receive it as a result of the power outage. If you have any questions, please contact your manager. Additionally, is an employee-only number that provides an update on our weather emergency status and any other important weather-related information.

21 Post Sandy Create an Emergency Management Agency Administration Team Incident Command (ongoing training) Operations Section (staffing requirements, pop up areas) Logistics Section Communications (maintain Everbridge database, alert standards) Finance and Administration (identify expenses relating to disaster, record costs) Develop Annual Goals & Objectives Review comments/recommendations and debriefing notes from Hurricane Sandy to make improvements for future events.

22 Best Practices Summary Identify key departments (clinical/non-clinical) Establish par levels (staffing & supplies) Identify and create a Command Center Maintain a status update meeting schedule

23 Best Practices Summary Create template for Everbridge announcements coordinate with Marketing. Provide staff with Everbridge alert caller i.d. info to be added as contact in cell phones (and other status medias). Err on the side of too much information frequently -- than not enough.

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27 Upcoming Project Valley & Everbridge Issue: No shows in Outpatient Departments Patients late for appointment Resulting in lost revenue & lost productivity for staff Case Study: Diagnostic Imaging Solution: Everbridge Broadcast API Appointment Reminder calls, s, texts 1,000/day.

28 Learning from Hurricane Sandy: Best Practices for Mass Notification and Weather Emergencies

29 Hurricane Sandy: By the Numbers 28

30 Company Profile Founded Locations Delivery Scale Infrastructure Customers th straight year of growth as the Market Leader North America: Los Angeles, Boston; Europe & Asia Over 100 million+ messages per year Elastic infrastructure model supported by multiple top-tier data centers and dual operations centers, 100% redundancy 1,000+ organizations; used in 106 countries, serving 30m+ individuals 29

31 Trusted Platform: The Everbridge Suite Send and manage notifications across geographies and enterprises Manage incidents with automated rules based communication and tracking Maximize situational intelligence with social media, mobile and weather Provide two way communication between Mobile Members & Managers Global Elastic Infrastructure Unified Data Management Open APIs Reporting and Analytics Compliance and Audit Everbridge University 30

32 Communication Challenges Delivery Challenges Errors under duress Old contact lists Too many systems Inconsistent processes Limited access to front-line intelligence Responder Challenges Have the messages been received? Have the right teams been notified? Are the messages clear and complete? Can we really reach everyone? What if we get audited? Can we prove it? 31

33 Smart Delivery: Combining Speed and Intelligence Smart Delivery Delivery Automation Visual Intelligence Social Intelligence Mobile Management Incident Management 32

34 Assured Response: Connecting & Confirming Smart Delivery Delivery Automation Visual Intelligence Social Intelligence Mobile Management Incident Management Assured Response Target the Individual Contact Confirmation Two-way Mobile Communications Situational Responses Live Status Reporting 33

35 Trusted Platform: When Needed Most Smart Delivery Trusted Platform Assured Response Unified Data Management 100% Redundant Systems Scalable Elastic Infrastructure Open Integrations 34

36 Most Comprehensive Communication Solution Delivery Automation Visual Intelligence Social Intelligence Incident Management Smart Delivery Trusted Platform Target the Individual Contact Confirmation Two-way Mobile Situational Responses Assured Response Unified Data Management 100% Redundant Systems Scalable Elastic Infrastructure Open Integrations 35

37 Smart Delivery: Automation and Speed + Single page notification process + One-click sending speeds launch + Pre-determined message templates & contact lists reduce errors + Multi-language support with text to speech improves message clarity Select contacts based on groups, rules & GIS map locations + Call-throttling flexibility paces delivery to infrastructure capacity Only one page notification process & one-click sending 36

38 Smart Delivery: Visual Intelligence + Map-based contact targeting increases accuracy using: Zip code Street address Radius from a point Custom shapes weather alerts and map-based tracking for: Severe Thunder Storms Lightening & Hail Tornados & Flash Foods Snow & Ice Conditions Only integrated GIS mapping with unified contact data 37

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40 Smart Delivery: Social Intelligence Social Media

41 Smart Delivery: Social Intelligence Social Media 40

42 Smart Delivery: Social Intelligence + Monitor internal data & frontline responses automatically to capture missing information and improve situational intelligence + Accurately track weather Mobile around Member key locations and automatically notify contact Social Media Only integrated social media monitoring & alerting. Only mobile recipient app with rich twoway communications. 41

43 Smart Delivery: Mobile Manager + Manage and monitor communications while on the go using notification templates, real-time reporting and map-based targeting Only mobile management app with integrated GIStargeting. Notify & run reports Build new messages Select contacts on maps 42

44 Assured Response: Targeting the Individual During Hurricane Sandy Everbridge sent 10M Notifications 10% SMS 20% 43

45 Assured Response: Required Confirmation + Target contacts using personal preferences to improve message confirmation First Attempt Alan Sue Dave Phil Janice Second Attempt CONFIRMED cell work text message CONFIRMED BlackBerry 1/2/13 10:02:03 AM 1/2/13 10:02:56 AM Third Attempt work cell BlackBerry CONFIRMED cell work 1/2/13 10:03:35 AM text message NO RESPONSE instant message PDA Re-send? NO RESPONSE pager Re-send? 44

46 Assured Response: Two-Way Mobile Communications + Communicate with and geo-locate frontline resources even under adverse network conditions like low bandwidth or connectivity Only dedicated mobile recipient application with twoway communication. Receive push notifications Respond using polling Share details & photos 45

47 Assured Response: Real-Time Status Reporting + Real-time dashboards + Instant access to confirmations and response rates + Reports to assess performance + Compliance and audit 46

48 Demonstrated Value for Customers Decreased crisis team assembly times by 75% Reduced workforce accountability communication from 1 day to minutes Saved 16 man hours of work per alert for County agency Shortened reporting compliance time by 50% Eliminated a city s crisis message failure rate reducing it from 50% to 0% GIS targeting increased accuracy of incident communications by 25% Eliminated 100% of manual STEMI alerts for regional trauma center Replaced 4 hospital communication systems, significantly reducing costs Eliminated 12 work hours for government agency by eliminating call trees Kept major insurer open during hurricane power outage 47

49 Trusted Platform: Market Leading + Leader in 2012 Gartner Magic Quadrant for Emergency and Mass Notifications + Most comprehensive notification platform combining a single solution for mass notifications, GIS targeting & incident management + First and only integration of social media & mobile recipient feedback for better situational intelligence + First and only mobile notification solution that enables users to send notifications, receive messages and manage events anywhere, anytime + First and only globally ready mass notification platform with central data management, local contact data storage and call origination 48

50 Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Use the Q&A function to submit your questions. 49

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