EBS: Getting Started With Incident Scenarios and Creating Incident Templates in Incident Communications

Updated September 28, 2023 15:19

Diane McCoy

Topic:

Incident scenario and incident template practice exercises to get started.

Description:

Provides training and discussion opportunities for stakeholders to:

Identify incidents and events that necessitate notifications (Policy and Governance)
Identify who is responsible for managing, planning, constructing, and sending notifications (Policy and Governance)
Identify the methods for reaching people in a timely and effective manner (Methods & Recipients)
Identify procedures for constructing the notification (Message Content)
Identify next steps to ensure the organization has necessary access, training, and procedures

NOTE:
The goal of this document is to discuss and review policies and procedures to improve an organization's ability to reach the right people in the right way. Also, to provide a workflow for creating incident templates for later use. Please review all the sections of the form (Policy and Governance, Methods, Recipients, Message Contents). Incident information is provided for each scenario. The following scenario types may or may not be applicable for all organizations. These fields can be updated to make the document applicable to your use cases. As a best practice, hard copies should be provided for notes and comments.

NOTE:

The goal of this document is to discuss and review policies and procedures to improve an organization's ability to reach the right people in the right way. Also, to provide a workflow for creating incident templates for later use. Please review all the sections of the form (Policy and Governance, Methods, Recipients, Message Contents). Incident information is provided for each scenario. The following scenario types may or may not be applicable for all organizations. These fields can be updated to make the document applicable to your use cases. As a best practice, hard copies should be provided for notes and comments.

Example Scenario: Tornado Warning

National Weather Service reports a Tornado Warning affecting neighborhoods in the southernmost part of your jurisdiction.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? YES What agency/user is responsible for sending? OEM Will a message template be created and approved in advance? YES Who will construct the message? OEM Who will approve or pre-approve the message? OEM	☐ SMS/Email/Voice ☐ Mobile App ☐Social Media ☐Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: ALL DEPARTMENTS Public: ALL RESIDENTS WITHIN THE AREA Other:	What needs to be included in the message, based on protocols or regulations? IMPACTED AREA, LENGTH OF ALERT, CRITICAL SAFETY ACTIONS What can be predefined in the message? CRITICAL SAFETY ACTIONS What variables would an operator need to input or select? IMPACTED AREA, LENGTH OF ALERT What portions of a message should an operator be able to enter as free text? NONE
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event? YES
What agency/user is responsible for sending? OEM
Will a message template be created and approved in advance? YES
Who will construct the message? OEM
Who will approve or pre-approve the message? OEM

☐ SMS/Email/Voice

☐ Mobile App

☐Social Media

☐Website

☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee: ALL DEPARTMENTS
Public: ALL RESIDENTS WITHIN THE AREA
Other:

What needs to be included in the message, based on protocols or regulations? IMPACTED AREA, LENGTH OF ALERT, CRITICAL SAFETY ACTIONS
What can be predefined in the message? CRITICAL SAFETY ACTIONS
What variables would an operator need to input or select? IMPACTED AREA, LENGTH OF ALERT
What portions of a message should an operator be able to enter as free text? NONE

Other comments:

Scenario #1: Workplace Violence Threat

An employee was recently terminated for making threats to employees. He told employees "he will watch them suffer." He is an avid gun collector and has frequently made comments that employees have expressed concern about.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #2: Cyber Attack – Ransomware

A hacker contacted your IT Department and stated that valuable data containing employee and customer information is breached, and the company can no longer access it. The hacker is asking for a one million dollar ransom in a deal to allow your organization to recoup access to the data.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #3: Active Shooter/Assailant Reported at a Local Business

Dispatchers received two calls of an active shooting situation in progress at a local paper factory. It is not yet known how many are killed or injured, and if anyone was able to escape. Police officers are responding.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #4: Missing Person

A nine-year old child was reported missing in your locality. He was last seen by his friends and teachers leaving school around 3:00 pm.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #5: Bomb Threat

An unidentified person called 9-1-1 to report that he hid a bomb in a local commercial building. Several companies occupy the building. It is unknown if anyone in the building is aware of the threat, or if evacuations have taken place.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #6: Snow Emergency Declaration

A "Snow Emergency" has been declared by the local mayor/council/manager/etc. During previous snow storms, many cars remained parked in snow routes, and plows were unable to clear streets. Some cars were damaged due to narrow streets and low visibility.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #7: Hazardous Materials Spill

There has been a hazardous materials spill as a result of a truck accident. Cleanup crews have not yet arrived. The wind speed and direction may cause danger to people nearby.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #8: Building Closures

Due to severe weather, all government buildings, libraries, and schools have decided to close as of 7:00 am.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #9: Employee Accountability Check After an Earthquake

Employees evacuated a moderately damaged high-rise building impacted by an earthquake. Within fifteen minutes after the incident, supervisors have asked managers to locate and account for all staff.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Scenario #10: Public Health Emergency

The local public health department has identified a tremendous increase in residents with an influenza-like illness (ILI). Many people at your workplace and in the community are affected.

Policy & Governance Decisions	Methods	Recipients	Message Contents
Will a notification be sent for this event? What agency/user is responsible for sending? Will a message template be created and approved in advance? Who will construct the message? Who will approve or pre-approve the message?	☐ SMS/Email/Voice ☐ Mobile App ☐ Social Media ☐ Website ☐ EB Network ☐ IPAWS ☐ Alertus ☐ Audio Bulletin Board	Internal/employee: Public: Other:	What needs to be included in the message, based on protocols or regulations? What can be predefined in the message? What variables would an operator need to input or select? What portions of a message should an operator be able to enter as free text?
Other comments:

Policy & Governance Decisions

Methods

Recipients

Message Contents

Will a notification be sent for this event?
What agency/user is responsible for sending?
Will a message template be created and approved in advance?
Who will construct the message?
Who will approve or pre-approve the message?

☐ SMS/Email/Voice

☐ Mobile App

☐ Social Media

☐ Website
☐ EB Network

☐ IPAWS

☐ Alertus

☐ Audio Bulletin Board

Internal/employee:
Public:
Other:

What needs to be included in the message, based on protocols or regulations?
What can be predefined in the message?
What variables would an operator need to input or select?
What portions of a message should an operator be able to enter as free text?

Other comments:

Attachments

Stakeholder Incident Scenarios.pptx
(4 MB)

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