0005 Emergency Response Business Process.pdf

Fort Carson Emergency Response

Process As of 12/27/2022

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Fort Carson Emergency Response

CSU needs to respond to Fort Carson within one hour of the call from the Service Order Desk (SOD) Work Control (WC) to Dispatch.

SOD WC will field and triage all initial calls from Fort Carson customers.

Described in this presentation is the business process to communicate initial response and updates between SOD WC and CSU.

Wrap up business process review with Tabletop Scenarios.

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SOD WC Assigns Priority and Triages

Call (see slide 6 for guidelines)

Customer Calls Service Order Desk (SOD) Work Control (WC) w/Gas Emergency

SOD WC Collects Call Information & directs customer to call Fort

Carson Fire Department

If Triaged to CSU, SOD WC Calls CSU Dispatch at

(719) 668-8800 and Send Message on Teams Page

Alt Cell Phone: 719-649-4105

Gas Emergency Response

Priority 1 Calls

If Triaged to BaseOps, SOD WC Dispatches Technicians

Cont. Next Slide

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M-F 0700-1530 Send to

CSU Fort Carson Team

POC Bill Davis

After Hours or Weekends GC Sends to Gas Standby or Dispatch Sends to Meter Technician

CSU Responder Radios CSU GC to

Notify Time Arrival to Gate

After situation resolved, Responder Radios GC and

GC Sends Closeout SITREP or Close Out Info to SOD WC

CSU Dispatch Creates Order and Informs

CSU GC

CSU Responder Assesses Situation, and Reprioritizes

Emergency if Needed, Then radios CSU GC to Request SITREP or Share Assessment Information

Gas Emergency Response Cont.

Gas Control (GC)

CSU GC Notifies SOD WC & FC DPW via

Everbridge of Responder on Base

SITREP:

CSU GC Requests

SITREP via Everbridge message to SOD WC & FC DPW and SOD WC Relays SITREP to

Distro List

GENERAL INFO:

CSU GC Sends

Everbridge Message to SOD WC and

DPW

1. Meter Leak: Dispatch creates order and sends initially to FC Team during M-F 0700-1530 hours.

After hours Dispatch dispatches meter tech to Fort Carson.

2. Outside odor unknown source: Dispatch creates order and sends initially to FC Team during M-F 0700-1530 hours. After hours Dispatch creates order f/leak search and notifies Gas Control.

3. Hit Gas line: Dispatch creates order and sends initially to FC Team during M-F 0700-1530 hours.

After hours Dispatch creates order f/Gas Construction and notifies Gas Control.

SOD WC Notifies Owner with

Text/Phone Call When Restored

CSU GC

Assigns

Resources

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SOD WC Notifies Plumbing Shop and FD Isolates before

T&H Relights

SOD Plumbing Shop Meets CSU

Responder and Completes Relights

If relight needed, CSU Responder Radios CSU GC

CSU GC Calls SOD WC at

(719) 526-5345 with SITREP Update or Sends Closeout Information via MS

Teams Page

Gas Emergency Response Closeout Process for Relights

Gas Control (GC) Fire Department (FD)

CSU Responder Radios GC with

SITREP Update or Closeout

CSU GC Calls SOD WC at

(719) 526-5345 to request Relight

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• SOD WC asks for similar information CSU also uses to triage calls

• Key difference is CSU will request an address along with Building number

• See Gas SOP examples for full list of questions

Gas Call Triage

• SOD WC triage questions:

• Building number

• Name, phone number

• How strong the smell

• CSU Dispatch triage questions:

• Name, Address

• How strong is the smell

• Tell customers to stay away

• Are there any dogs

• Access to area

Gas Leak

Emergency?

Interior Leak or Housing Meter Leak Assign to BaseOps

Exterior Leak on Gas Main, Gas Service Line or

Commercial Meter Set Assign to CSU

Execute WorkExecute Work

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• SITREP required for any safety, life, health event

• SITREP required if any customer will be out of service more than two hours

• Utility impacted, time incident occurred, Areas/Buildings affected

• Responsible party for repair, Repair ETC

• Notify SOD WC if CSU needs to shut off service

Gas SITREP Information

Example SITREP

• Utility impacted: CSU Gas

• Time incident occurred: 03:15am on

05/21/2022

• Areas/Buildings affected: Bldg. 1860

• Responsible party for repair: CSU

• Repair ETC: TBD OR 1500

Example SITREP

NOTIFIED BY CSU THAT GAS

CURTAILMENT HAS ENDED AT 1000

5/21/22. NOTIFIED HEAT PLANT

•Utility impacted: CSU GAS •Time incident occurred: 03:15am on

05/21/2022 (WO# 1223914)

• Areas/Buildings affected: Bldg. 1860 •Responsible party for repair:

BaseOps Services Heat Plant

• Repair ETC: TBD

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Gas SITREP Distribution List

CSU Dispatch Dispatch@csu.org

CSU Gas Control g_c_gas_control@csu.org

CSU Fort Carson Team POCs jalecci@csu.org, mgudahl@csu.org, wldavis@csu.org, scarr@csu.org

CSU Leadership ccassidy@csu.org

Normal T&H SITREP Distribution

What other parties should we consider?

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SOD WC

Assigns Priority 2 or 3

Customer Calls Service Order Desk (SOD) Work Control (WC) w/Gas Concern SOD WC Collects Call Information

If Triaged to CSU, SOD WC Sends MS Teams Message on “Fort Carson Priority Response” Teams page

Gas Response Priority 2 or 3 Calls

Gas Control (GC)

If Triaged to BaseOps, SOD WC Dispatches Technicians

CSU GC will monitor Teams Page for Priority 2 During and Notify

Responder, Responder Will Respond to Notice in 24 Hours

(this is for outside of M-F 0700-1530, during weekdays daytime hours Fort

Carson Team will Monitor)

SOD Work Control Notifies Customer as Needed

CSU Fort Carson Support Team will Monitor for Priority 3 Calls and Respond to Notice in 30 Days

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SOD WC Assigns Priority and Triages

Call (see slide 11 for guidelines)

Customer Calls Service Order Desk (SOD) Work Control (WC) w/Electric Emergency SOD WC Collects Call Information

If Triaged to CSU, SOD WC Calls CSU Dispatch at (719) 668-8800

(prompt for gas emergency opt 1) and Send Message on Teams Page

Alternate Dispatch Cell Phone: 719-649-4105

Electric Emergency Response

Priority 1 Calls

If Triaged to BaseOps, SOD WC Dispatches Technicians

Cont. Next Slide

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M-F 0700-1530 Send to

CSU FC Team POC Klint Evans

After Hours or Weekends Send to FC Electric Standby

Responder

CSU Responder logs “on site” in OMS to Notify Time Arrival to Gate

After situation resolved, Responder closes order in OMS and Sends Closeout SITREP or

Closeout Information to SOD WC via MS Teams Page

CSU Dispatch Creates OMS Order

Responder calls SOD WC at (719)

526-5345 and Requests

SITREP/Shares Information and Shares General Info and Updates on Teams Page

CSU DC

Control Assigns

Resources

SOD WC Sends SITREP information to Distro List

Electrics Power Outage, Arcing Wires, Down Wire, Hit or Exposed Electric Line, Low Wire: Dispatch creates OMS order and sends to CSU DC. DC will send to FC Team during M-F 0700-1530 hours.

After hours DC assign to Standby Electric Responder.

Responder Assesses Situation, and Reprioritizes Emergency if

Needed, Then logs SITREP or General Information to MS Teams Page

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• SOD WC asks for similar information CSU also uses to triage calls

• SOD WC will triage

• Key difference is CSU will request an address along with Building number

• See Electric SOP examples for full list of questions

Electric Call Triage

• SOD WC triage questions:

• Building number

• Name, phone number

• Any loud pops, noises?

• Is there a scheduled outage?

• CSU Dispatch triage questions:

• Name, Address

• Any loud pops, noises?

• Tell customers to stay away

• Are there any dogs

• Access to area

Electric Response

Emergency?

Single Building Outage, Airfield

Lighting, Interior or Meter Issue

Assign to T&H or B&B

Multiple Building Outage, Electric Distribution System, Car Hit Transformer Fed Streetlight, Assign to CSU

Execute WorkExecute Work

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• SITREP required for any safety, life, health event

• SITREP required if any customer will be out of service more than two hours

• SITREP required for any Downrange Electric Outage

• Utility impacted, time incident occurred, Areas/Buildings affected

• Responsible party for repair, repair ETC

• Notify SOD WC if CSU needs to shut off service

Electric

SITREP

Information

Example SITREP

• Utility impacted: CSU Electric

• Time incident occurred: 1549 on 09/22/2022

• Areas/Buildings affected: Bldg. 9478 SW-0274

• Responsible party for repair: CSU

• Repair ETC: 9/22/22 2030 tonight

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Electric SITREP Distribution List

CSU Dispatch Dispatch@csu.org

CSU Distribution Control g_c_distributionsysops@csu.org

CSU Fort Carson Team POCs jalecci@csu.org, mgudahl@csu.org, kevans@csu.org, scarr@csu.org

CSU Leadership ccassidy@csu.org

Normal T&H SITREP Distribution

What other parties should we consider?

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BaseOps Assigns Priority 2 or 3

Customer Calls Service Order Desk (SOD) Work Control (WC) w/Gas Concern SOD WC Collects Call Information

If Triaged to CSU, SOD WC Sends MS Teams Message on “Fort Carson Priority Response” Teams page

If Triaged to BaseOps, SOD WC Dispatches Technicians

CSU Standby Responder will monitor Teams Page for Priority 2 and Respond to Notice in 24 Hours

(this is for outside of M-F 0700-1530, during weekdays daytime hours Fort

Carson Team will Monitor)

SOD Work Control Notifies Customer as Needed

CSU Fort Carson Support Team will Monitor for Priority 3 Calls and Respond to Notice in 30 Days

Electric Priority 2 or 3 Response

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Tabletop Scenario 1 Gas

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer smells gas near the gas meter outside of Building 1860. At 0645, SOD WC receives a second phone call from a customer at Building 1860 and the customer smells gas inside the building.

Gas Emergency

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Tabletop Scenario 1 Gas ANS

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer smells gas near the gas meter outside of Building 1860. At 0645, SOD WC receives a second phone call from a customer at Building 1860 and the customer smells gas inside the building.

ANS: CSU is dispatched and upon arrival, it is obvious the meter is leaking, and a meter part will need to be replaced. This part is not available in the BaseOps Warehouse. Discuss next steps.

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Tabletop Scenario 2 Gas

Scenario 2: SOD WC receives a phone call from a customer at Building 9244 at 1400 on 11/16/22. They noticed as strong gas odor in the street near a gas regulator but no smell in the building.

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Tabletop Scenario 2 Gas ANS

Scenario 2: SOD WC receives a phone call from a customer at Building 9244 at 1400 on 11/16/22. They noticed as strong gas odor in the street near a gas regulator but no smell in the building.

ANS: CSU is dispatched and upon arrival, it is obvious the regulator is leaking, and a part will need to be replaced. This part is available in the BaseOps Warehouse. Discuss process to secure part from T&H Warehouse.

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Tabletop Scenario Gas Summary

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer smells gas near the gas meter outside of Building 1860. At 0645, SOD WC receives a second phone call from a customer at Building 1860 and the customer smells gas inside the building.

ANS: CSU is dispatched and upon arrival, it is obvious the meter is leaking, and a meter part will need to be replaced. This part is not available in the BaseOps Warehouse. Discuss next steps.

Scenario 2: SOD WC receives a phone call from a customer at Building 9244 at 1400 on 11/16/22. They noticed as strong gas odor in the street near a gas regulator but no smell in the building.

ANS: CSU is dispatched and upon arrival, it is obvious the regulator is leaking, and a part will need to be replaced. This part is available in the BaseOps Warehouse. Discuss process to secure part from BaseOps Warehouse.

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Tabletop Scenario 1 Electric

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer at Building 1500 has lost power.

Electric Emergency

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Tabletop Scenario 1 Electric ANS

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer at Building 1500 has lost power.

ANS: SOD WC dispatches low volt shop as a priority one call.

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Tabletop Scenario 1 Electric Build-on

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer at Building 1500 has lost power.

ANS: SOD WC dispatches low volt shop as a priority one call.

Scenario Build-On: Next, BaseOps low volt shop has verified the building has partial power and that Building 1500 has lost a phase from the transformer.

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Tabletop Scenario 1 Electric Build-on ANS

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer at Building 1500 has lost power.

ANS: SOD WC dispatches low volt shop as a priority one call.

Scenario Build-On: Next, BaseOps low volt shop has verified the building has partial power and that Building 1500 has lost a phase from the transformer.

ANS: SOD WC calls CSU Dispatch. Upon arrival is obvious to the responder that a rabbit got into the 200A bay on the switch and shorted out the fuse. The primary fuse needs to be replaced at the switch. This part is available in the BaseOps Warehouse. Discuss process to secure part from BaseOps Warehouse.

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Tabletop Scenario 2 Electric

Scenario 2: SOD WC receives a phone call from Range 136 at 1300 on 6/15/22. The main range control building and a second building are out of power.

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Tabletop Scenario 2 Electric ANS

Scenario 2: SOD WC receives a phone call from Range 136 at 1300 on 6/15/22. The main range control building and a second building are out of power.

ANS: SOD WC Calls CSU Dispatch. CSU responder from the Fort Carson CSU Team assesses the situation and finds a broken load break unit (LBU) on the primary pole feeding the building transformers. This part is available in the BaseOps Warehouse.

Discuss process to secure part from BaseOps Warehouse.

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Summary Tabletop Scenario Electric

Scenario 1: SOD WC receives a phone call from a customer at 0615 on 11/21/22. The customer at Building 1500 has lost power.

ANS: SOD WC dispatches low volt shop as a priority one call.

Scenario Build-On: Next, BaseOps low volt shop has verified the building has partial power and that Building 1500 has lost a phase from the transformer.

ANS: SOD WC calls CSU Dispatch. Upon arrival is obvious to the responder that a rabbit got into the 200A bay on the switch and shorted out the fuse. The primary fuse needs to be replaced at the switch. This part is available in the BaseOps Warehouse. Discuss process to secure part from BaseOps Warehouse.

Scenario 2: SOD WC receives a phone call from Range 136 at 1300 on 6/15/22. The main range control building and a second building are out of power.

ANS: SOD WC Calls CSU Dispatch. CSU responder from the Fort Carson CSU Team assesses the situation and finds a broken load break unit (LBU) on the primary pole feeding the building transformers. This part is available in the BaseOps Warehouse. Discuss process to secure part from BaseOps Warehouse.

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Q&A and Open Discussion