City of Washington Hurricane Isabel Response

1
City of WashingtonHurricane Isabel Response

• September 2003

2
Advance Preparations

• Prior to 8 a.m.
• Thursday,
• September 18

3
Advance Preparations (Prior to 8 a.m. on 9/18)

• Management team, departments discuss
• Staffing (City contracted resources)
• Meals lodging
• Operations Support (supplies, call center)
• Alternative facilities (Police, Fire)
• Facilities, parks equipment preparation
• Public infrastructure preparation (ditches clear,
  water tanks full)
• Preparations for FEMA reimbursement
• Public information

4
Advance Preparations (Prior to 8 a.m. on 9/18)

• Coordinate with other agencies
• Beaufort County Emergency Operations Center
• ElectriCities
• Large electric customers

5
Operations During the Storm

• Starting 8 a.m.
• Thursday
• September 18

6
Operations During the Storm (Starting at 8 a.m.
9/18)

• Maintain services (outage repair, public safety,
  operations) in field until winds reach 50 mph to
  protect employees, equipment
• For public safety, de-energize electric circuits
  near waterfront
• Resume services in the field when winds drop to
  below 50 mph
• Jacks Creek Pumping Station monitored to protect
  equipment in case of power outage

7
Operations During the Storm (Starting at 8 a.m.
9/18)

• Debris cleared from streets to maintain emergency
  vehicle access
• Wells, wastewater lift stations use generators
  for back-up power
• Information distributed to public

8
Operations After the Storm

• After midnight
• Friday
• September 19

9
Operations After the Storm (After midnight 9/19)

• Normal staffing, operations resume when need for
  emergency response passes
• Heavy call volume continues at Utilities
  Operations Center
• Storm Debris clean-up begins (daylight hours)
• City parks
• Residential pick-up

10
Operations After the Storm (After midnight 9/19)

• Equipment, facilities repairs begin
• Wastewater treatment adjusted to handle higher
  inflow due to stormwater
• Information distributed to the public
• FEMA reimbursement preparations

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Lessons Learned

• Post
• Incident
• Assessment
• What Went Well

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Lessons Learned What Worked Well

• Suspending/limiting outdoor activities when
  sustained winds reached 50 mph
• Maintains safety of personnel and equipment
• Coordinating City and county operations through
  use of the County Emergency Operations Center
• Assigning City staff or officials to County
  Emergency Operations Center

13
Lessons Learned What Worked Well

• Bringing in contracted electric line crews prior
  to storm to be on site as soon as needed
• Aggressive tree-trimming program for preventive
  maintenance
• Completed Hazard Mitigation Projects (elevation,
  acquisitions) reduced chance of flooded
  structures
• Scheduling warehouse staff worked in shifts

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Lessons Learned What Worked Well

• Public acknowledged the fact they received their
  power back in a timely manner
• Public expressed appreciation for live voice at
  the Utilities Customer Call Center
• Field personnel knew what to expect with meal
  preparations and schedule

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Lessons Learned

• Post
• Incident
• Assessment
• What
• We Need
• To Work On

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Lessons Learned Issues, Concerns, Things To Work
On

• Limiting outdoor operations
• Consider citywide policy on limiting outdoor
  operations when sustained winds reach 50 mph
• Identify consistent means to determine wind speed
• Sources wastewater plant, water plant, airport,
  news media
• Evaluate effectiveness, accuracy of telemetry now
  in use

17
Lessons Learned Issues, Concerns, Things To Work
On

• Staffing Staff Support
• Assign personnel from other departments to assist
  Fire-Rescue-EMS in meal preparations, cooking
• Expand amount of time utilities call center is
  staffed (during storm as well as longer during
  response period)
• Address short-term storage of large quantities of
  perishable food at Fire Station
• Make advance arrangements for distributing
  leftover food
• Address staff rest and relief, stress management

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Lessons Learned Issues, Concerns, Things To Work
On

• Operations Logistics, Support Issues
• In General
• Recognize that differences in each storm may
  require different means of preparation, response
• Assign separate radio frequencies for Public
  Works and Electric operations

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Lessons Learned Issues, Concerns, Things To Work
On

• Operations Logistics, Support Issues
• Public Safety
• Consolidate 9-1-1 dispatching for Police and
  Fire-Rescue-EMS
• Fire-Rescue-EMS had to develop two emergency
  plans for remaining at or vacating fire station
• Develop policy/procedure on responding to
  transformer or power line fires

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Lessons Learned Issues, Concerns, Things To Work
On

• Operations Logistics, Support Issues
• Electric
• Evaluate de-energizing waterfront electric grid
  remotely
• Use of contracted crews limited by availability
  of staff to guide crews around system, service
  area
• Assess equipment needs for Electric Line Crews,
  such as mounted spotlights to aid in visual
  inspections at night

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Lessons Learned Issues, Concerns, Things To Work
On

• Operations Logistics, Support Issues
• Public Works
• Consider options for electric generator at Jacks
  Creek to maintain pumping ability at all times
  (new culverts will not help until river level
  drops)
• Purchasing Supply
• Evaluate need for policy on issuing City
  supplies, such as rain suits and flashlights, to
  contracted workers

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Lessons Learned Issues, Concerns, Things To Work
On

• Response management and oversight
• Pursue installation of an electric generator at
  Municipal Building to retain municipal operations
• Extend length (starting and stopping) of State of
  Emergency
• Establish system to deter price gouging,
  unscrupulous outside contractors

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Lessons Learned Issues, Concerns, Things To Work
On

• Traffic control
• Barricade Main Street at Bridge Street and other
  flood-prone areas (Park Drive area) to deter
  sightseers, vehicle traffic
• Develop methods to keep public at safe distance
  from Electric Line Crews work areas

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Lessons Learned Issues, Concerns, Things To Work
On

• Traffic control
• For safety reasons (i.e. floating vehicles),
  consider having a tow truck on standby to tow
  vehicles from flood-prone areas
• Heavy vehicle traffic interfered with relocation
  of generators to wastewater lift stations during
  the eye of the storm

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Lessons Learned Issues, Concerns, Things To Work
On

• Information gathering sharing
• Develop means for assessing power outage status,
  such as an electronic map that could show when a
  circuit is out
• Provide information to assist Customer Call
  Center staff in fielding caller inquiries
• Script with responses to frequently asked
  questions
• Status reports on area outages, updated regularly
• Evaluate use of GIS system in storm status and
  response

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Lessons Learned Issues, Concerns, Things To Work
On

• Information gathering sharing
• Evaluate use of existing utility customer records
  in supporting electric emergency response efforts
  (locating customers, poles, transformers, etc.)
• Assess internal communications needs between
  departments
• Investigate use of text pagers as a
  communications tool
• Improve information flow of relevant information
  from City to County EOC (power outage status,
  street status)

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Lessons Learned Issues, Concerns, Things To Work
On

• Public Education and Information
• Conduct storm preparedness public education
  campaign at start of hurricane season
• Educate customers with medical concerns about
  making advance provisions for power outages
  during storms
• Retain ability to access internet, email and
  Government Access Channel for communications and
  information during storm (i.e. wireless
  connection fiber optic connection of City
  facilities)

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Lessons Learned Issues, Concerns, Things To Work
On

• Staff training
• Implement annual training for hurricane
  preparation and response
• Train staff to assist Communications Services
  during storm period
• Train customer call center staff in advance on
  procedures, information needed for the
  dispatcher, electric operations, handling abusive
  callers, etc.
• Provide training in proper use of communications
  radio

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Lessons Learned Issues, Concerns, Things To Work
On

• Utilities Operations Center
• Command Dispatch Center
• Assign a Communications/Operations Manager to
  track and direct activities and resources in the
  field
• Update information on customers with medical
  needs
• Update electric system maps
• Assign supervisor for call center staff

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Lessons Learned Issues, Concerns, Things To Work
On

• Utilities Customer Call Center
• Establish procedure for sharing information at
  shift changes
• Fine-tune staffing (length of shifts, scheduling
  relief personnel, when to open and close call
  center)
• Manage noise in call center environment

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Lessons Learned Issues, Concerns, Things To Work
On

• Continuing Needs
• Water Resources
• All 30 wastewater lift stations are required by
  state law to be equipped with electric generators
  at a cost of approximately 20,000 each
• By end of 2003-2004, City will have approximately
  ½ of lift station generators in place

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Lessons Learned Issues, Concerns, Things To Work
On

• Continuing Needs
• Water Resources
• Research availability of pump motors with larger
  hoods to prevent future damage during hurricane
  due to water entering the housing (2 motors
  ruined during Isabel)
• Public Safety
• New and/or improved facilities

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Outcome/Statistics

• 8,000 of 12,000 electric customers were without
  power at some point during storm
• 95 restored by Saturday evening
• Washington spared projected 10-foot tidal surge.
  Actual surge was 6 ½ - 7 feet above sea level,
  and only a couple of streets were flooded.
• Streets clear of flood water by 4 a.m. 9/19

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Outcome/Statistics

• Storm debris cleanup completed Oct. 3 estimated
  7,000-8,000 cubic yards collected
• No reports from public of flooded residences
• Generator loaned to neighboring city once
  Washingtons power restored
• FEMA has declared eligibility for reimbursement
  for storm expenses

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City of WashingtonHurricane Isabel Response

• September 2003