Bridge the Gap - Everbridge.com

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Bridge the Gap Managing Staffing and Communication During Crisis Response

Carol  McCoy   Region  7  Resource  Manager,     Team  Rubicon  

Imad  Mouline   Chief  Technology  Officer,     Everbridge  

Agenda •  Team Rubicon •  Managing Staffing and Communication •  Q&A

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Housekeeping

Use  the  Q&A   func;on  to   submit  your   ques;ons.  

Follow  us  at  @everbridge  and   tweet  insights  with  your   friends  during  the  webinar   using  the  hashtags   #everbridge  and  #rubicon.   3

We’ll  send  out  a   recording  aEer   the  event  

Carol  McCoy   Region  7  Resource  Manager,     Team  Rubicon  

Imad  Mouline   Chief  Technology  Officer,     Everbridge  

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Team Rubicon Carol McCoy, Region 7 Resource Manager

Team Rubicon •  Founded in 2010 •  Pioneered the concept of veteran-focused disaster response •  Unites the skills and experiences of military veterans with first responders to rapidly deploy emergency response teams

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Who is Team Rubicon? •  21full-time staff •  14,000 volunteers •  10 regional teams −  Each regional team has 3-5 volunteer managers

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Who is Team Rubicon? HQ Division 1

Division 2

Division 3

Region 1

Region 5

Region 8

Region 2

Region 6

Region 9

Region 3

Region 7

Region 10

Region 4

Anatomy of a Team Rubicon Region Region 7 Field Ops Mgr

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Comms Mgr

Finance/Admin Mgr

Program Ops Mgr

Resource Mgr

Kansas

Missouri

Kansas

Missouri

Kansas

Missouri

Kansas

Missouri

Kansas

Missouri

Nebraska

Iowa

Nebraska

Iowa

Nebraska

Iowa

Nebraska

Iowa

Nebraska

Iowa

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What we do – Domestic Missions Domestic Missions: •  Typically reacting to an emergency •  Limited time to plan, assemble personnel, and gather gear

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What we do – Domestic Missions •  For domestic missions, personnel are chosen based on their military experience, availability, proximity to the disaster, experience, and their compliance with the Team Rubicon training curriculum.

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What we do – Domestic Missions Domestic duties primarily include: •  debris removal •  command and control support •  logistical assistance •  expedient home repair

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What we do – International Missions International Missions: •  Typically, more proactively responding to a crisis/threat •  More time to plan for contingencies •  More time to fundraise to offset expenses •  Medical care (based on disaster location)

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What we do – International Missions •  For international missions, personnel are chosen primarily based on their medical skill set and previous experience. Volunteers are also evaluated on their military experience, language skills, performance on previous missions, and likely availability.

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An early domestic mission Joplin 2011 •  Team Rubicon was on the ground within 14 hours after a devastating tornado leveled Joplin, MO. For the next eight days, over 25 TR veterans and first responders augmented authorities in search and rescue, debris clearing, and home repair efforts.

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A more recent mission Operation: Starting Gun •  450 volunteers were deployed following the tornado disaster  in Moore, Oklahoma •  Volunteers were on the ground within 48 hours of the tornado's destruction •  Volunteers performed more than 45 full home demolitions, provided heavy debris removal on more than 70 properties, and offered damage mitigation on more than 50 homes

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The challenge In 2013, Team Rubicon doubled in size to nearly 14,000 volunteers and responded to 19 major disasters. Existing methods for managing communication were not scalable: •  Individual calls and emails to volunteers with requests •  Spreadsheets were used to track volunteer assignments •  Check ins and tracking of activated personnel was challenging: −  Who’s on the ground? −  Who is coming? −  What resources they have? −  What resources they need?

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The solution Scalable solution to support critical communication •  Quickly identify volunteers based on: −  Specialized skills −  Physical location −  Likely to respond •  Quickly contact volunteers groups •  Manage communication with mobile teams •  Gain visibility into message receipt •  Create a “dashboard” for easier visibility

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Team Rubicon and Everbridge in action Operation Honest Abe (Washington, IL): •  Initial activation −  One person −  200+ phone calls −  4 days •  Mid-response: −  Loaded entire Region into Everbridge MN −  Selected volunteers (100 +/-) within 100 miles of Washington, IL −  Had 10-15 responses within minutes

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Other use cases "When we deployed our volunteers to the Philippines to respond to Super Typhoon Haiyan, we had their friends and families loaded into Everbridge. We were able to keep them up to date with what their loved ones were up to – when they landed, or when they moved to a different location. It was really comforting; I was actually the one sending out those messages. I remember when they first got there, I got the notification at around 4 o'clock in the morning. I had the message to friends and family pretty much ready to go – using the Everbridge Mobile Manager app, I was able to just roll over in bed, hit send, and it just went out. I was able to check its progress on the walk to the subway in an hour and see who got it, who responded to it, and who we may need to followed up with later on in the day.”

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Sean Horgan, regional administrator for Team Rubicon Region 1  

Future vision •  Integration with volunteer management system •  Inventory skills/equipment •  Who knows?

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Managing Staffing and Communication Imad Mouline, Chief Technology Officer

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Common Communication Challenges Fire  –  The9  –  Chemical  Spill  –  Hos>le  Employee  –  Demonstra>on  -­‐  IT  Outage  –  Severe  Weather  –  Power  Outage  –  Data  Loss  –  Ac>ve  Shooter  –  Product  Recall    

PLANNING  

ASSESSMENT  

RESPONSE  

RESOLUTION  

Painful  administra;on   Painful  data  management   Poor  coordina;on   Lack  of  priori;za;on    

Limited  intelligence   Too  many  systems   Lack  informa;on  sharing   Last  to  know  

Poorly  designed  interfaces   Unclear  messages   Messages  out  of    sequence   Wrong  people  no;fied  

Unavailable  modes   Messages  arrive  late   Messages  never  arrive   No  confirma;on   No  monitoring   No  end  user  feedback    

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Team Rubicon and Everbridge •  Scalability: easy to set up, maintain & organize •  Ease-of-Use: speed and simplicity •  Precise message targeting •  Mobility: initiate and receive messages from the field •  Visualization: build situational intelligence •  Interaction: two-way communication •  Global: comprehensive global delivery •  Monitored: real-time visibility to improve delivery

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Scalability: Easy to Set Up, Maintain & Organize • Give contacts self-service options •  Opt-in portal •  Set communication preferences –  contact path, language, time-of-day •  Sign up for alerts types •  Supports multiple addresses •  Identify special needs or skills

• Easily manage contact data and groups •  Import existing group structures •  Integrate seamlessly with other systems •  Create custom groups rules, attributes •  Message across orgs from a single login

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Ease-of-Use: Speed and Simplicity • Craft Messages Maps in Advance •  Anticipate multiple scenarios •  Create messages for event stages •  Match messages to modes

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Ease-of-Use: Speed and Simplicity • Plan for On-the-Fly Messaging •  Expect the unexpected •  Support quick creation, quick delivery •  Keep it simple: short, readable, actionable

• Simplicity for use Under Pressure

WHAT   Message   content   and  type  

•  Single page process •  ‘One-click’ sending •  Web-based self service

WHO   Message   contacts  

HOW   Message   seTngs  

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Precise Message Targeting • Identify message recipients based on: •  Skills, training, and specified criteria •  Preferences and availability •  Location –  Zip code –  Street address –  Radius from a point –  Custom shapes

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Mobility: Initiate and Receive Messages from the Field • Robust •  Launch on-the-fly or from a template •  Monitor in real-time •  Record a voice message and send immediately or save as a template •  Attach an image from your device •  Draw on a map to select contacts

• Adaptive •  Work under low bandwidth/ connectivity •  Use Apple® iOS and Android™ devices •  Website optimized for any mobile device

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Visualization: Build Situational Intelligence

•  Geo-locate social media and mobile member communications •  Map-based tracking for weather events •  Monitor and alert on social media criteria •  Single view of internal and external situational intelligence •  Select contacts within a geographic area when new information is available 29

Support Two-Way Communication •  Send polling notification and receive confirmations •  Confirm safety of individuals •  Understand status of resources

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Support Two-Way Communication •  Geo-locate front-line responders •  Send requests for more information •  Receive unsolicited on-the-scene feedback

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Global: Comprehensive Global Delivery Local, Multi-modal Delivery •  Optimized voice call routing •  1500+ telecom operators in virtually ALL countries •  20+ “globally local routing” for higher local caller ID connect rate

Advanced Global SMS Delivery •  Supports over 800 Carriers in 200+ countries

Secure Smartphone Delivery •  Worldwide secure messaging and delivery success

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Monitored: Real-time Visibility to Improve Delivery

•  Real-time dashboards •  Instant access to confirmations and response rates •  Reports to assess performance •  Compliance and audit •  Drag & drop customizable •  Export to PDF or CSV

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Our Mission

better

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PREPARED  

better

DECISIONS  

 RESPONSE  

better

 CONFIDENCE  

more

READINESS  

INSIGHT    

SIMPLICITY  

RELIABILITY    

for  QUICK     COORDINATED  RESPONSE  

for  INFORMED   DECISIVE  ACTION  

that  ACCELERATES   INFORMATION  DELIVERY  

to  ASSURE   EVERYONE  IS  CONTACTED  

#Rubicon

Everbridge Solution Critical Communication Solutions

EMERGENCY   RESPONSE  

SITUATIONAL   AWARENESS  

INTERACTIVE   VISIBILITY  

MASS  NOTIFICATION  

Integrated Application Suite

OPERATIONAL   INCIDENT  RESPONSE  

IT  INCIDENT   RESPONSE  

SMARTweather  

PLANNING     and     RECOVERY    

Unified Platform

BUSINESS   CONTINUITY  

INCIDENT   COMMUNICATIONS  

mobile  app  |  mobile  phone  |  SMS    |  email  |  voice  |  land  line  |  social  media  |  IPAWS  SMAS/WEA  |  fax  |  numeric/tap  pagers  |  web  post  |  desktop  |  satellite  phone  |  outdoor  alerts    

MOBILE  

mobile  member  |  mobile  manager  |     loca>on  services  |  adap>ve  UI  

 

COMMUNICATION  

local  presence  |  local  data  |  local  SMS  codes   communica>on  modes  |  repor>ng  |  analy>cs  

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UNIFIED  PLATFORM   CONTACTS  

availability  |  scheduling  |  escala>on      groups  |  hierarchies  |  roles      profile  |  preferences  

MAPPING  

precisionGIS  |  open  geo-­‐coding   layer  management  

SECURE  INFRASTRUCTURE  

elas>city  |  failover  |  redundancy      remote  wipe  |  security  services  |  encryp>on  

API   and   FEEDS  

Everbridge Founded, 2002 | Los Angeles, Boston, London, Frankfurt, Beijing

EXAMPLES OF EVERBRIDGE IN ACTION

Hurricane Sandy: Massive Scale •  25,686 broadcasts / 8.5M messages •  5.9M people contacted

CLIENTS CONTACTS MANAGED

•  8 sec. median time to launch

Boston Marathon Attack: Dynamic & Tactical

( = 1/8 people in the US) GLOBAL DATACENTERS

Boston, Waltham, Watertown, the MBTA, Boston Public Library, business, universities & hospitals used Everbridge to: •  Coordinate emergency response •  Orchestrate the manhunt •  Announce service suspensions •  Staff nurses and doctors •  Check on employee safety •  Broadcast shelter in place

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#Rubicon

MESSAGES SENT PER YEAR

Q&A  

Note:     Presenta;on  slides  will  be  available  on  our   blog  at  blog.everbridge.com  

Use  the  Q&A   func;on  to   submit  your   ques;ons.  

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Thank  you  for  joining  us  today!      

Learn  more  about  Team  Rubicon  at     www.teamrubiconusa.org     hMps://www.facebook.com/teamrubicon      

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