SECTION 7


STANDING OPERATING PROCEDURE



AUGUST, 1996

SECTION 7

STANDING OPERATING PROCEDURES GUIDELINES

TABLE OF CONTENTS

1.0 PURPOSE OF THE STANDING OPERATING PROCEDURE (SOP) GUIDELINES
2.0 PURPOSE OF THE NATIONAL EMERGENCY OPERATIONS CENTER (NEOC)
3.0 PURPOSE OF STANDING OPERATING PROCEDURES (SOPS)
4.0 CONCEPT OF DISASTER OPERATIONS

5.0 PHASES OF DISASTER
Alert phase
Response phase
Recovery phase

6.0 ORGANIZATION OF THE NEOC
Executive Area
Operations Room
Communications Room
Security Area
Rest Area
Briefing Room/Media Center
Kitchen/Food Storage Facilities
Training room
Wash rooms (male and female)

7.0 NEOC RESOURCES
8.0 COMMUNICATIONS

9.0 WARNING AND ALERTING SYSTEMS
Initial action
Subsequent action

10.0 ACTIVATING THE NEOC
During duty hours
Non duty hours
Twenty four hour operations
11.0 SECURITY AND SIGN-IN

12.0 MESSAGE CONTROL
Incoming messages
Radio messages
Telephone messages
Outgoing messages

13.0 DAMAGE ASSESSMENT
14.0 SITUATION REPORTS (SITREPS)
15.0 DISPLAYS
16.0 BRIEFINGS AND CONFERENCES
17.0 REPORTS
18.0 OTHER TOPICS

19.0 NEOC JOB DESCRIPTIONS
MINISTER RESPONSIBLE FOR DISASTER PREPAREDNESS
MEMBERS OF PARLIAMENT
NATIONAL DISASTER COORDINATOR (NDC)
NEOC DIRECTOR
PUBLIC INFORMATION AND EDUCATION OFFICER (PIEO)
OPERATIONS OFFICER
ASSISTANT OPERATIONS OFFICER/EMERGENCY COORDINATOR
COMMUNICATIONS OFFICER
ADMINISTRATION AND SUPPORT OFFICER
LOGISTICS OFFICER
POLICE/MCW&T/FIRE/UTILITIES REPRESENTATIVES
HEALTH REPRESENTATIVE
RADIO OPERATOR
PLOTTER
RUNNER/MESSENGER
RECEPTIONIST/TELEPHONE OPERATOR
JOURNAL CLERK
SENIOR STAFF CLERK
OTHER CLERKS
DIVISIONAL COORDINATORS
20.0 NEOC RESOURCE LIST
Equipment
Supplies
Stationery
Pre-positioned data and analytical aids
Files
Equipment & supplies for Public Info. Center


All Correspondence concerning the National Emergency Management Organisation [NEMO] should be addressed to:-

The National Emergency Management Organisation, P. O. Box 1517, CASTRIES, SAINT LUCIA

SAINT LUCIA

STANDING OPERATING PROCEDURES GUIDELINES

1.0 PURPOSE OF THE STANDING OPERATING PROCEDURE (SOP) GUIDELINES


These guidelines are meant to provide a standard methodology for the organization and management of National Emergency Operations Centers (NEOCs).

It must be stressed that these guidelines represent an ideal `target system', which will not be immediately feasible in most cases, but one which should be consistently pursued.

2.0 PURPOSE OF THE NATIONAL EMERGENCY OPERATIONS CENTER (NEOC)

To provide centralized coordination and control of emergency/disaster response and relief operations on a 24 hour-per-day basis if necessary.

3.0 PURPOSE OF STANDING OPERATING PROCEDURES (SOPS)

- To organize the NEOC for emergency/disaster operations;

- To specify duties and responsibilities for personnel in the NEOC during emergency/disaster operations;

- To establish procedures for emergency/disaster operations to fulfill responsibilities assigned by the Minister responsible for Disaster Preparedness.

4.0 CONCEPT OF DISASTER OPERATIONS

The Minister responsible for Disaster Preparedness will direct disaster operations through the NEOC.

The National Disaster Coordinator (NDC) will maintain the NEOC, by ensuring that all policy decisions are properly executed.

When, in the judgment of the NDC, an emergency situation is of such gravity and magnitude as to require centralised coordination and control of disaster response and relief operations, he/she will request that representatives from appropriate Government and Volunteer relief organisations report to the NEOC to coordinate the disaster operations of their respective disaster functions under his/her direction.

If the situation warrants, as an extension of the NEOC, Divisional EOC's (DEOCs) may be established in the affected area or at such other locations as may be designated and will operate under the overall direction of the divisional director. Appropriate Government and volunteer relief and response organizations will be requested to send representatives to the DEOCs to assist in the coordination of disaster relief and response operations within the divisions.

This SOP deals with the role of the emergency operations center, its physical layout, personnel, responsibilities, resources and its procedures for presenting a coordinated response to a crisis.

5.0 PHASES OF DISASTER

There are three phases of a disaster.

a. Alert phase
Services/authorities will be placed on an alert when a disaster is imminent, suspected or possible.
b. Response phase
Services/authorities are committed to combating a disaster and its effects, either directly or indirectly.
c. Recovery phase
A disaster is over and disaster response organizations have completed their tasks. Clean up and debris removal have commenced, essential services and life-line systems are restored, and efforts are made to return a community to normality.

Some disasters such as earthquakes and chemical spills, explosions, volcanic eruptions and air crashes are designated "No Warning" disasters and will understandably not have an alert phase.

6.0 ORGANIZATION OF THE NEMO

The NEMO is divided into three basic functional areas:
Functional components

• Decision Makers
• Operations or Management
• Public Information and Education


a. Decision Makers

The Decision Makers exercise overall direction and control of disaster operations. This group makes decisions, whether strategic or policy, which are beyond the authority of the NDC and comprises:

• The Prime Minister (Chairman)
• The Permanent Secretary in the Prime Minister's Office (Deputy Chairman)
• The NDC
• The Deputy NDC
• The Permanent Secretary, Ministry of Planning
• The Permanent Secretary, Ministry of Establishment
• The Permanent Secretary, Ministry of Foreign Affairs
• The Commissioner of Police
• The Chief Fire Officer
• The Chief Medical Office
• The Director Meteorological Officer
• Chairman, Evaluation and Information
• Chairman, Health and Welfare
• Chairman, Supply Management
• Chairman, Tele Communications
• Chairman, Transportation
• Chairman, Works and Rehabilitation

b. Operations

The Operations group functions under the direction of the Operations Officer, who may be the deputy NDC, or the NDC himself, under certain circumstances. The Communications Officer will often act as Assistant Operations Officer/Emergency Coordinator, depending on the severity of the emergency and the availability of staff. The operations group is responsible for providing emergency or relief services and normally comprises the following:

• Operations Officer (Ops O)
• Asst. Operations Officer/Emergency Coordinator (EC)
• Communications Officer (CO)
• Admin. and Support Officer (ASO)
• Logistic Officer (LO)
• Radio Operator (RO)
• Commissioner of Police
• Chief Fire Officer
• Coast Guard Commander
• Chief Engineer, Ministry of Works
• Ministry of Transport rep
• General Manager, Cable and Wireless
• General Manager, Water and Sewerage Authority
• General Manager, Saint Lucia Electricity Services
• Local Government Officer
• Fire Department rep
• Representative of Service Clubs
Permanent Secretary, Ministry of Personnel with support staff
• Permanent Secretary, Ministry of Health
• Saint Lucia Red Cross

The operations room is equipped with the necessary maps, displays, status and situation boards, plans and procedures.
The communications center is established, maintained and operated under the direction of the designated Communications Officer. In addition to the radio equipment and operators of the National Communications Coordination Center (NCCC) within the NEOC, other emergency agencies such as the Police, Cable and Wireless or HAMs, may position their own radios and operators in the NCCC for communication of instructions on their respective networks. The Administrative and support services will cater for finance, procurement, administration and welfare, to include cooking, dining and rest facilities for personnel working in the NEOC.

c. Public Information and Education

It is important that the public is kept informed of the emergency/disaster in a manner that is both timely and factual through the Public Information Center. The media, both print and electronic, will be the most important pipeline to the public at large, in disseminating news. It is therefore imperative that they are kept informed of facts on an on-going basis with briefings and bulletins. The NDC will determine and regulate the rules of engagement with the media, for the PIEO and any other Officer authorized to communicate with the media.

The Public Information and Education Officer (PIEO) and staff will gather information from the operations staff and prepare it for dissemination to the public at large. Vital or significant information is accurately prepared and released in a timely manner in order to be of value to the public.
The Public Information and Education center is an area in which at least the following are located:
• Public Information, Education and Training rooms
• Media center and briefing room.


d. Job Descriptions

NEOC personnel must ensure a coordinated response to the crisis. Since they are not at the disaster site, they must:

• Control and coordinate actions generated as a result of orders from the executive.

• Provide direction and support to the disaster site manager.

• Arrange for logistic support to site personnel and

• Plan ahead to meet the requirements that will follow the disaster


Although the Government has the overall responsibility for responding to a disaster, a country or community effort is invariably needed if the overall effect is to be minimized. It is part of the responsibility of the NEOC staff to ensure that a coordinated effort is made to avoid fragmentation and alienation.

The responsibilities of key NEOC personnel are outlined in Section 2: SOP

e. NEOC Location and Layout

A number of factors need to be considered when deciding where to locate your NEOC. Vulnerability and convenience are the primary considerations. Available facilities and budgetary restraints are other important factors. Potential hazards must be carefully analyzed before locating an NEOC. For example, there is little sense in locating an NEOC in a flood plain if there is a potential flood threat.

Ideally, the NEOC should be survivable against all natural and manmade disasters. Therefore, it should be a self contained, self sufficient facility that can operate independently for a reasonable amount of time with its own electrical generator, an independent water supply and sewerage disposal system, and adequate ventilation. Security and portability should also be considered.

The environment of the NEOC should be suitable for people working closely together. It should at least contain the following separate areas:

(1) Executive Area
Preferably this will be a separate facility from the rest of the NEOC but located near operations. The executive room will house elected officials, whose authority will give direction to the response effort.
(2) Operations Room

This is the largest room in the facility and should be designed so management can effectively coordinate a response to the crisis

(3) Communications Room

Separate from the activities of the operations room, this area is the heart of the NEOC. From here, communications between the NEOC, the site and external entities will flow. It is also the location of communications equipment for the rest of the NEOC.

(4) Security Area

Security is an important part of the NEOC plan. Facilities must be located in an area where security personnel can manage and control people entering and leaving the NEOC, particularly the operations room.

(5) Rest Area

Stress and fatigue are natural consequences of disaster management. It is therefore imperative to include an area in the NEOC where personnel can rest.
(6) Briefing Room/Media Center

This part of the NEOC is for the media. It is the Public Information center from which news of the disaster will be disseminated to the public via both print and electronic media through press conferences. Periodic NEOC staff briefings will also be held in this room.

(7) Kitchen/Food Storage Facilities

An area must be included in which food can be stored in advance, and also prepared in the event of a disaster.

(8) Training room

There may be need for various forms of rapid disaster training for NEOC staff. This should be done in a fairly secluded training area.

(9) Wash rooms (male and female)

7.0 NEOC RESOURCES

The operation of the NEOC will be much like the operation of a very busy office. Consequently, a wide range of supplies will be needed. Ideally, all supplies, equipment and data for the effective and efficient running of the NEOC should be stored on site in lockers or cabinets until actually needed. Under no circumstances should these supplies be available for everyday use. It should be assured that items needed under disaster conditions are readily available when required.

The possibility exists that disaster conditions may make it impossible, or at least impractical for operations to be conducted from a pre-designated NEOC. The entire NEOC should be prepared to move to another location at short notice. That need suggests that supplies, data and small equipment should be stored in boxes or other containers suitable for quick packing and easy movement from the NEOC to trucks or vehicles for transportation to an alternate NEOC site. The packing and transportation should be done in such a way as to enable the new NEOC facility to be set up, equipped and made operational in a short time.

It would be a good idea to keep a duplicate set of all supplies, data and equipment needed to establish an NEOC in another location. If the pre-designated NEOC is hit by the disaster, there may be nothing to move to the alternate site.

Material may have to be gathered from other sources to create an entire new operation.

8.0 COMMUNICATIONS

One of the critical reasons for creating an NEOC is the consolidation of the National Communications Network. Without proper communications, the effectiveness of the NEOC would be severely limited. As mentioned before, one of the primary concerns of the NEOC is the efficient movement, assimilation and dissemination of information from disaster sites to the resource managers and to the public at large.

a. Disaster site to NEOC

In order for the NEOC to have an accurate picture of the situation at the site, it must make use of all available resources for communicating. It may be possible for the Emergency Site Manager (ESM) to establish a telephone link with the NEOC from the site. While this is a most desirable link, it may not be a viable one, depending on the nature of the disaster and possible damage to the telephone system. It is therefore essential that other means of communication are established. Some alternative means are:
• Police radios
• Fire radios
• Cellular telephones
• CBers
• HAMs
• Fax
• Telex
• E-mail

b. Within the NEOC and to other EOCs

Once the information is received at the NEOC, it is vital that it is efficiently handled. Telephone will be the primary means used for inter EOC communications, but radio will have to be used in many instances where telephone lines are down.

c. NEOC to Public

The NEOC should be able to issue disaster warnings and give direction to the public, which may necessitate the installation of remote broadcast connections through radio and television stations. Advance hookups at the NEOC for remote broadcast capability may be possible to arrange with radio and/or television stations.

Special bulletins or newsletters from the NEOC may also be appropriate. Communications procedures and net diagrams are described in the EMERGENCY TELECOMMUNICATIONS PROCEDURES MANUAL.

9.0 WARNING AND ALERTING SYSTEMS

Warnings of impending or actual emergency/disaster situations may be received by the NDC in a number of ways, depending upon the type of situation. Warnings will, however, normally be received from one or more of the following sources:

a. Weather situations including hurricanes and flooding

• The Meteorology Office.

b. Flooding caused by dam failure

• WASA
• Public
• Media

c. Marine emergencies

• Coast Guard
• Harbour Master
• Port Authority

d. Hazardous fire situations

• Fire Authority
• Public
• Media

e. Major human health problems

• Ministry of Health

f. Veterinary health problems

• Veterinary division, Ministry of Agriculture

g. Industrial/Traffic accidents

• Police
• Public
• Media

h. Air craft Accidents

• Airport

i. Other situations

• General public
• Media

Warning information may be received by any of the following means:

• Telephone
• Fax
• Radio
• Teletype
• E-mail
• Personal contact

j. Initial action

On receipt of a warning of a potential or the report of an occurrence of an actual emergency/disaster, the NDC will:

• Obtain all possible and relevant information

• Advise the lead agency and all other agencies likely to be affected or involved in the emergency/disaster.

• The lead agency will immediately dispatch an officer to the scene, if appropriate, who will make an initial assessment of the situation and report the results to the NDC and his headquarters using the initial assessment form ;

• If an officer from the NEOC is dispatched to the scene before the lead agency's officer, he/she will assume command of the emergency/disaster site until relieved by the lead agency.

k. Subsequent action

On receipt of a report from the officer dispatched to the scene, the appropriate agency and/or the NDC will take the following actions:

• Pass the details of the SITREP to all other affected agencies.

• Advise all agencies of the name of the on-site commander

• Advise appropriate agencies of any requests for assistance from the on-site commander.

• Issue necessary warnings, survival information or evacuation instructions to the affected population by all available means.

• Further action determined as the situation develops