https://volunteerpdx.net/api.php?action=feedcontributions&feedformat=atom&user=AWestervelt 2026-04-29T11:33:11Z User contributions MediaWiki 1.43.0 https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2656 2023-05-29T05:13:22Z

<p>AWestervelt: under construction message</p> <hr /> <div>''Sections of this page remain incomplete. Thank you for your patience.'' <br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # '''&lt;u&gt;Planning Committee Individual and Sub-Committee Roles&lt;/u&gt;'''<br /> ##'''Event Coordinator''' - this is the person ultimately responsible for, among other things:<br /> ### Performing all duties not otherwise assigned or being performed by planning committee members<br /> ### Serving as the point of contact between the planning committee and PBEM<br /> ### Serving as the point of contact between the planning committee and the venue contact<br /> ### Facilitating all event planning and providing leadership and guidance<br /> ### Setting and leading planning committee meetings<br /> ### Facilitate the creation of a schedule for the planning process including<br /> #### site visits<br /> #### registration<br /> #### meal plan sign-up (if food is offered)<br /> #### class sign-up<br /> ### Supporting and resourcing the planning committee<br /> ### Ensuring the proper handling of finances<br /> ### Ensuring the safety of all staff and attendees<br /> ### Facilitating planning committee decision-making and conflict resolution<br /> ### Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> #### Providing any immediate response as needed<br /> #### Preservation of these for the after action report (AAR)<br /> #### Escalation as needed to PBEM NET staff<br /> ### Enforcing NET program and venue rules<br /> ##'''Safety Officer (SO)''' - during planning phase need only one of these. At camp need at least two (taking turns being on duty). '''Should have at minimum current adult first aid, CPR, and AED certification.'''<br /> ### Know and be ready to implement the Evacuation Plan using NETSquads<br /> ### Be prepared to provide and coordinate any first aid needed during the event<br /> ### Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ### Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ### Monitor the emergency and TAC channels at the event<br /> ### Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ### Know fire danger status and help enforce and related open flame limitations<br /> ### Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ### Other as needed<br /> ##  '''Public Information Officer (PIO)''' (optional)<br /> ### Assist in dissemination of NETCamp information<br /> ### Pace release and methods of release of event information to maximize interest and engagement<br /> #### Among Portland NETs<br /> #### Among regional CERT<br /> #### With OEM, FEMA, and WA CERT; others as interest is present<br /> ### Assist/advise those writing event blurbs with content creation and dissemination<br /> ##'''Equity &amp; Inclusion Officer'''<br /> ### Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ### Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> #### Welcoming all gender identities<br /> #### Welcoming all ethnic and cultural identities<br /> #### Language barriers and access<br /> #### Access for people experiencing hearing or visual impairment<br /> #### Access for people experiencing physical disability<br /> #### Consideration for folks who need to bring CPAP machines<br /> #### Assistance for those needing refrigeration for medication<br /> #### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> #### And other<br /> ##'''Finance Coordinator'''<br /> ### Create budget with assistance of Event Coordinator and PBEM Liaison<br /> ### Adjust and provide financial guidance as event planning and preparation unfolds<br /> ##'''Registrar''' - this takes a lot of time, and ideally is managed by multiple planning committee members<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ##'''Food Lead''' - while planning meals can be done by one person, a team of at least three and ideally four to five folks should be available to staff the kitchen and share related responsibilities during the event. '''At the time of the event, these folks must have current food handlers cards.'''<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ##'''Training Coordinator''' - the training coordination role can be one of the most time intense roles next to the Event Coordinator role. It is advised that this person have the support of at least one other planning committee member to assist both in planning and during the event.<br /> ### Class topic selection<br /> ### Coordination with PBEM NET staff for topic and instructor approval<br /> ### Coordination with PBEM NET and anyone else necessary when pushing traditional NET boundaries to provide new training content<br /> ### Instructor selection, preparation, coordination, and support before, during, and after the event<br /> ### Class scheduling and session planning<br /> ### Enrollment form creation<br /> ### Managing class enrollment<br /> ### Managing cancelled classes and registrant class shifts<br /> ### Coordination supply distribution to instructors<br /> ### Coordination of welcoming and guiding instructors to their class locations<br /> ### General instructor and student support<br /> ### Coordination of finding, bringing, distributing, setting up, gathering, and return of A/V and other teaching equipment and supplies<br /> ### Providing or coordinating other staff to provide instructors with technical support<br /> ## '''Webmaster'''<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## '''Exercise Coordinator''' - this can be done by one person during the planning phase, but will require a team of at least two during NETCamp to effectively conduct the exercise and hot wash<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## '''NETSquad Coordinator / Communications Lead'''<br /> ### Create ICS 205 communications plan for the event <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## '''Headquarters (HQ) Coordinator -''' HQ preparation can be done during the planning phase by one person, but requires at least 2 people and ideally 4 folks during the event and rotating to provide attendee support during all but lights-out hours.<br /> ### Staff HQ to be available and provide a single, welcoming, reliable, knowleagable, and visible point of contact for attendee support<br /> ### Greet attendees, instructors, staff, etc. and provide direction as needed<br /> ### Make sure everyone signs in when they arrive and signs out when the leave<br /> ### Distribute and explain...<br /> #### Parking Placards<br /> #### NETSquad / registration packets<br /> #### Name tags<br /> #### Maps<br /> #### Etc.<br /> ### Share accommodation assignments and provide directions<br /> ### Manage any equipment lending programs such as<br /> #### FRS/GMRS radios<br /> #### Batteries<br /> #### Tents<br /> ### Provide answers and refer folks needing help to appropriate other staff on things such as<br /> #### Medication storage<br /> #### Kitchen locations<br /> #### Bathroom locations<br /> #### Parking directions<br /> #### Accommodation locations<br /> #### Class, event, and staff meeting schedules<br /> #### First aid<br /> #### Etc.<br /> # '''&lt;u&gt;The Planning Schedule Overview&lt;/u&gt;''' (See bottom of page for a timeline version)<br /> ## '''Meetings''' <br /> ### Vision Meeting (October of the year before)<br /> ### Venue Meeting (November of the year before)<br /> ### Planning Committee Meetings<br /> #### Monthly until 3 months out<br /> #### Bi-weekly until 1 month out<br /> #### Weekly for the last month<br /> #### As needed during the last two weeks, with<br /> #### A final meeting 2 days before the event<br /> ### Sub-Committee Meetings<br /> ####Held only as-needed to support the success of each individual / teams outlined in Section 1<br /> ####Between individuals / teams above, the event coordinator, and any additional PBEM or third party needed<br /> ###After action meeting<br /> ####Two-three weeks after the event<br /> ##'''Pre-event Schedule'''<br /> ###October of the year before: NET Visioning Survey<br /> ###April/May: Registration opens<br /> ###April-June: Meal sign-up opens, if separate from registration<br /> ###June/July: Class enrollment opens<br /> ###About 6 weeks prior to event: Registration Closes<br /> ###About 4 weeks prior to event: Class Sign-up closes<br /> ###About 4-6 weeks prior to event: Meal sign-up closes, if separate from registration<br /> ##'''General NET Communication Schedule''' - (NET Bulletin and Portland Prepares NETCamp page, possibly emails to Team Leads)<br /> ###January (or as soon as the venue is sufficiently secure): Event save-the-date<br /> ###February (or as soon as it is sufficiently certain): Registration Opening save-the date<br /> ###Feb/Mar/April: Event flier (Post on Portland Prepares NETCamp page, email to Team Leaders)<br /> ###April/May: Registration is open! announcement (NET Bulletin and Portland Prepares NETCamp page)<br /> ###Class sign-up is open and registration is still open and closes on X date ((NET Bulletin and Portland Prepares NETCamp page)<br /> ###Two-weeks out from registration closing date: Registration is closing announcement<br /> ###Three-days out from registration closing date: Registration is closing<br /> ##'''Registrant Communication Schedule'''<br /> ###Registration confirmation with attachments:<br /> ####Venue map<br /> ####Directions to the venue<br /> ###Meal sign-up confirmation email<br /> ###Any necessary reminders to sign up for meals if you want to<br /> ###Class enrollment confirmation email<br /> ###Any necessary reminders to enroll in classes<br /> ###Two-week-out event informational email<br /> ###Two-day-out details email<br /> ####Weather<br /> ####Fire danger level<br /> ####Last minute changes<br /> ###One week after the event <br /> ####Event evaluations to instructors<br /> ####Event evaluations to attendees<br /> #'''&lt;u&gt;The Historical Event Schedule&lt;/u&gt;''' - This is what has worked in the past, but is by no means set in stone. Play with the schedule, add a pre-event schedule of longer classes or social days, and mix it up as you see fit to meet the needs of the program.<br /> ##'''Friday''' <br /> ###Morning - early afternoon<br /> ####Staff arrives<br /> ####Check in with venue ranger or other representative <br /> ####Setup begins<br /> ###Mid-afternoon <br /> ####Full staff meeting<br /> ####Final venue set-up<br /> ###Late afternoon<br /> ####Registration opens and registrants begin arriving<br /> ####Dinner (bring-your-own)<br /> ###Evening<br /> ####Informal welcome and safety announcement by the planning committee<br /> #### Social activity<br /> ## '''Saturday'''<br /> ### Morning<br /> #### Coffee<br /> #### Registration opens for Saturday morning arrivals<br /> #### Breakfast<br /> #### Formal Opening and Safety Announcement facilitated by the planning committe<br /> #### First two 90-minute class sessions and NETSquad drills<br /> ### Afternoon<br /> #### Lunch<br /> #### Third and fourth 90-minute class sessions and NETSquad drills<br /> #### Closing for those leaving after classes<br /> ### Evening<br /> #### Dinner<br /> #### Evening class / exercise / social activities / campfire<br /> ## '''Sunday'''<br /> ### Morning<br /> #### Coffee<br /> #### Breakfast<br /> #### Pack up time<br /> #### Two-hour exercise and hot wash<br /> ### Afternoon<br /> #### Lunch<br /> #### Venue clean-up<br /> #### Venue ranger / representative check-out procedure<br /> #### Everyone leaves<br /> ##<br /> #'''&lt;u&gt;PBEM Support&lt;/u&gt;''' One or more PBEM staff member will be available to support the NETCamp Planning Committee by providing Bureau support regarding, among other things:<br /> ## Budget<br /> ## Instructor approval<br /> ## Training topic approval for new or otherwise boundary-pushing training<br /> ## Vendor coordination for, among other things:<br /> ### Busses<br /> ### Interpreters<br /> ### Translation Services<br /> ### Instructor payment<br /> ## Program equipment and supplies, such as<br /> ### Staff vests<br /> ### Pop-up shelters<br /> ### First aid kits and injury report forms<br /> ### Interpreter headsets<br /> ### Projectors / screens<br /> ### NET banners<br /> ### Rescue Randy<br /> ### Sked<br /> ### NET flag<br /> ## Program support<br /> ## Event publicity<br /> <br /> <br /> '''Planning Timeline''' - this timeline is set based on an event held in mid-August; please adjust forward or back based on the actual date of the event.<br /> <br /> October<br /> <br /> November<br /> <br /> January<br /> <br /> February<br /> <br /> March<br /> <br /> April<br /> <br /> May<br /> <br /> June<br /> <br /> July<br /> <br /> August / September<br /> <br /> <br /> Thank you so much for helping to plan NETCamp and continue the vision. Please bring your own excitement, ideas, and skills to this event, and change this outline to fit the team and event of the year. In doing so you embody the spirit of this phenomenal program and its members, and you demonstrate your dedication not only your community's preparedness and safety, but your NET community's continued and improved ability to serve all of our city's residents. <br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2655 2023-05-29T05:00:38Z

<p>AWestervelt: preliminary conclusion of outline editing</p> <hr /> <div>This page is under construction and is not very useable yet! Thank you for your patience.<br /> <br /> ''Amanda Westervelt 20230528''<br /> <br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # '''&lt;u&gt;Planning Committee Individual and Sub-Committee Roles&lt;/u&gt;'''<br /> ##'''Event Coordinator''' - this is the person ultimately responsible for, among other things:<br /> ### Performing all duties not otherwise assigned or being performed by planning committee members<br /> ### Serving as the point of contact between the planning committee and PBEM<br /> ### Serving as the point of contact between the planning committee and the venue contact<br /> ### Facilitating all event planning and providing leadership and guidance<br /> ### Setting and leading planning committee meetings<br /> ### Facilitate the creation of a schedule for the planning process including<br /> #### site visits<br /> #### registration<br /> #### meal plan sign-up (if food is offered)<br /> #### class sign-up<br /> ### Supporting and resourcing the planning committee<br /> ### Ensuring the proper handling of finances<br /> ### Ensuring the safety of all staff and attendees<br /> ### Facilitating planning committee decision-making and conflict resolution<br /> ### Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> #### Providing any immediate response as needed<br /> #### Preservation of these for the after action report (AAR)<br /> #### Escalation as needed to PBEM NET staff<br /> ### Enforcing NET program and venue rules<br /> ##'''Safety Officer (SO)''' - during planning phase need only one of these. At camp need at least two (taking turns being on duty). '''Should have at minimum current adult first aid, CPR, and AED certification.'''<br /> ### Know and be ready to implement the Evacuation Plan using NETSquads<br /> ### Be prepared to provide and coordinate any first aid needed during the event<br /> ### Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ### Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ### Monitor the emergency and TAC channels at the event<br /> ### Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ### Know fire danger status and help enforce and related open flame limitations<br /> ### Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ### Other as needed<br /> ##  '''Public Information Officer (PIO)''' (optional)<br /> ### Assist in dissemination of NETCamp information<br /> ### Pace release and methods of release of event information to maximize interest and engagement<br /> #### Among Portland NETs<br /> #### Among regional CERT<br /> #### With OEM, FEMA, and WA CERT; others as interest is present<br /> ### Assist/advise those writing event blurbs with content creation and dissemination<br /> ##'''Equity &amp; Inclusion Officer'''<br /> ### Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ### Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> #### Welcoming all gender identities<br /> #### Welcoming all ethnic and cultural identities<br /> #### Language barriers and access<br /> #### Access for people experiencing hearing or visual impairment<br /> #### Access for people experiencing physical disability<br /> #### Consideration for folks who need to bring CPAP machines<br /> #### Assistance for those needing refrigeration for medication<br /> #### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> #### And other<br /> ##'''Finance Coordinator'''<br /> ### Create budget with assistance of Event Coordinator and PBEM Liaison<br /> ### Adjust and provide financial guidance as event planning and preparation unfolds<br /> ##'''Registrar''' - this takes a lot of time, and ideally is managed by multiple planning committee members<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ##'''Food Lead''' - while planning meals can be done by one person, a team of at least three and ideally four to five folks should be available to staff the kitchen and share related responsibilities during the event. '''At the time of the event, these folks must have current food handlers cards.'''<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ##'''Training Coordinator''' - the training coordination role can be one of the most time intense roles next to the Event Coordinator role. It is advised that this person have the support of at least one other planning committee member to assist both in planning and during the event.<br /> ### Class topic selection<br /> ### Coordination with PBEM NET staff for topic and instructor approval<br /> ### Coordination with PBEM NET and anyone else necessary when pushing traditional NET boundaries to provide new training content<br /> ### Instructor selection, preparation, coordination, and support before, during, and after the event<br /> ### Class scheduling and session planning<br /> ### Enrollment form creation<br /> ### Managing class enrollment<br /> ### Managing cancelled classes and registrant class shifts<br /> ### Coordination supply distribution to instructors<br /> ### Coordination of welcoming and guiding instructors to their class locations<br /> ### General instructor and student support<br /> ### Coordination of finding, bringing, distributing, setting up, gathering, and return of A/V and other teaching equipment and supplies<br /> ### Providing or coordinating other staff to provide instructors with technical support<br /> ## '''Webmaster'''<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## '''Exercise Coordinator''' - this can be done by one person during the planning phase, but will require a team of at least two during NETCamp to effectively conduct the exercise and hot wash<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## '''NETSquad Coordinator / Communications Lead'''<br /> ### Create ICS 205 communications plan for the event <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## '''Headquarters (HQ) Coordinator -''' HQ preparation can be done during the planning phase by one person, but requires at least 2 people and ideally 4 folks during the event and rotating to provide attendee support during all but lights-out hours.<br /> ### Staff HQ to be available and provide a single, welcoming, reliable, knowleagable, and visible point of contact for attendee support<br /> ### Greet attendees, instructors, staff, etc. and provide direction as needed<br /> ### Make sure everyone signs in when they arrive and signs out when the leave<br /> ### Distribute and explain...<br /> #### Parking Placards<br /> #### NETSquad / registration packets<br /> #### Name tags<br /> #### Maps<br /> #### Etc.<br /> ### Share accommodation assignments and provide directions<br /> ### Manage any equipment lending programs such as<br /> #### FRS/GMRS radios<br /> #### Batteries<br /> #### Tents<br /> ### Provide answers and refer folks needing help to appropriate other staff on things such as<br /> #### Medication storage<br /> #### Kitchen locations<br /> #### Bathroom locations<br /> #### Parking directions<br /> #### Accommodation locations<br /> #### Class, event, and staff meeting schedules<br /> #### First aid<br /> #### Etc.<br /> # '''&lt;u&gt;The Planning Schedule Overview&lt;/u&gt;''' (See bottom of page for a timeline version)<br /> ## '''Meetings''' <br /> ### Vision Meeting (October of the year before)<br /> ### Venue Meeting (November of the year before)<br /> ### Planning Committee Meetings<br /> #### Monthly until 3 months out<br /> #### Bi-weekly until 1 month out<br /> #### Weekly for the last month<br /> #### As needed during the last two weeks, with<br /> #### A final meeting 2 days before the event<br /> ### Sub-Committee Meetings<br /> ####Held only as-needed to support the success of each individual / teams outlined in Section 1<br /> ####Between individuals / teams above, the event coordinator, and any additional PBEM or third party needed<br /> ###After action meeting<br /> ####Two-three weeks after the event<br /> ##'''Pre-event Schedule'''<br /> ###October of the year before: NET Visioning Survey<br /> ###April/May: Registration opens<br /> ###April-June: Meal sign-up opens, if separate from registration<br /> ###June/July: Class enrollment opens<br /> ###About 6 weeks prior to event: Registration Closes<br /> ###About 4 weeks prior to event: Class Sign-up closes<br /> ###About 4-6 weeks prior to event: Meal sign-up closes, if separate from registration<br /> ##'''General NET Communication Schedule''' - (NET Bulletin and Portland Prepares NETCamp page, possibly emails to Team Leads)<br /> ###January (or as soon as the venue is sufficiently secure): Event save-the-date<br /> ###February (or as soon as it is sufficiently certain): Registration Opening save-the date<br /> ###Feb/Mar/April: Event flier (Post on Portland Prepares NETCamp page, email to Team Leaders)<br /> ###April/May: Registration is open! announcement (NET Bulletin and Portland Prepares NETCamp page)<br /> ###Class sign-up is open and registration is still open and closes on X date ((NET Bulletin and Portland Prepares NETCamp page)<br /> ###Two-weeks out from registration closing date: Registration is closing announcement<br /> ###Three-days out from registration closing date: Registration is closing<br /> ##'''Registrant Communication Schedule'''<br /> ###Registration confirmation with attachments:<br /> ####Venue map<br /> ####Directions to the venue<br /> ###Meal sign-up confirmation email<br /> ###Any necessary reminders to sign up for meals if you want to<br /> ###Class enrollment confirmation email<br /> ###Any necessary reminders to enroll in classes<br /> ###Two-week-out event informational email<br /> ###Two-day-out details email<br /> ####Weather<br /> ####Fire danger level<br /> ####Last minute changes<br /> ###One week after the event <br /> ####Event evaluations to instructors<br /> ####Event evaluations to attendees<br /> #'''&lt;u&gt;The Historical Event Schedule&lt;/u&gt;''' - This is what has worked in the past, but is by no means set in stone. Play with the schedule, add a pre-event schedule of longer classes or social days, and mix it up as you see fit to meet the needs of the program.<br /> ##'''Friday''' <br /> ###Morning - early afternoon<br /> ####Staff arrives<br /> ####Check in with venue ranger or other representative <br /> ####Setup begins<br /> ###Mid-afternoon <br /> ####Full staff meeting<br /> ####Final venue set-up<br /> ###Late afternoon<br /> ####Registration opens and registrants begin arriving<br /> ####Dinner (bring-your-own)<br /> ###Evening<br /> ####Informal welcome and safety announcement by the planning committee<br /> #### Social activity<br /> ## '''Saturday'''<br /> ### Morning<br /> #### Coffee<br /> #### Registration opens for Saturday morning arrivals<br /> #### Breakfast<br /> #### Formal Opening and Safety Announcement facilitated by the planning committe<br /> #### First two 90-minute class sessions and NETSquad drills<br /> ### Afternoon<br /> #### Lunch<br /> #### Third and fourth 90-minute class sessions and NETSquad drills<br /> #### Closing for those leaving after classes<br /> ### Evening<br /> #### Dinner<br /> #### Evening class / exercise / social activities / campfire<br /> ## '''Sunday'''<br /> ### Morning<br /> #### Coffee<br /> #### Breakfast<br /> #### Pack up time<br /> #### Two-hour exercise and hot wash<br /> ### Afternoon<br /> #### Lunch<br /> #### Venue clean-up<br /> #### Venue ranger / representative check-out procedure<br /> #### Everyone leaves<br /> ##<br /> #'''&lt;u&gt;PBEM Support&lt;/u&gt;''' One or more PBEM staff member will be available to support the NETCamp Planning Committee by providing Bureau support regarding, among other things:<br /> ## Budget<br /> ## Instructor approval<br /> ## Training topic approval for new or otherwise boundary-pushing training<br /> ## Vendor coordination for, among other things:<br /> ### Busses<br /> ### Interpreters<br /> ### Translation Services<br /> ### Instructor payment<br /> ## Program equipment and supplies, such as<br /> ### Staff vests<br /> ### Pop-up shelters<br /> ### First aid kits and injury report forms<br /> ### Interpreter headsets<br /> ### Projectors / screens<br /> ### NET banners<br /> ### Rescue Randy<br /> ### Sked<br /> ### NET flag<br /> ## Program support<br /> ## Event publicity<br /> <br /> <br /> '''Planning Timeline''' - this timeline is set based on an event held in mid-August; please adjust forward or back based on the actual date of the event.<br /> <br /> October<br /> <br /> November<br /> <br /> January<br /> <br /> February<br /> <br /> March<br /> <br /> April<br /> <br /> May<br /> <br /> June<br /> <br /> July<br /> <br /> August / September<br /> <br /> <br /> Thank you so much for helping to plan NETCamp and continue the vision. Please bring your own excitement, ideas, and skills to this event, and change this outline to fit the team and event of the year. In doing so you embody the spirit of this phenomenal program and its members, and you demonstrate your dedication not only your community's preparedness and safety, but your NET community's continued and improved ability to serve all of our city's residents. <br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2654 2023-05-29T03:40:18Z

<p>AWestervelt: continued building out of the preliminary outline</p> <hr /> <div>This page is under construction and is not very useable yet! Thank you for your patience.<br /> <br /> ''Amanda Westervelt 20230528''<br /> <br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # Planning Committee Individual and Sub-Committee Roles<br /> ## '''Event Coordinator''' - this is the person ultimately responsible for, among other things:<br /> ### Performing all duties not otherwise assigned or being performed by planning committee members<br /> ### Serving as the point of contact between the planning committee and PBEM<br /> ### Serving as the point of contact between the planning committee and the venue contact<br /> ### Facilitating all event planning and providing leadership and guidance<br /> ### Setting and leading planning committee meetings<br /> ### Facilitate the creation of a schedule for the planning process including<br /> #### site visits<br /> #### registration<br /> #### meal plan sign-up (if food is offered)<br /> #### class sign-up<br /> ### Supporting and resourcing the planning committee<br /> ### Ensuring the proper handling of finances<br /> ### Ensuring the safety of all staff and attendees<br /> ### Facilitating planning committee decision-making and conflict resolution<br /> ### Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> #### Providing any immediate response as needed<br /> #### Preservation of these for the after action report (AAR)<br /> #### Escalation as needed to PBEM NET staff<br /> ### Enforcing NET program and venue rules<br /> ## '''Safety Officer (SO)''' - during planning phase need only one of these. At camp need at least two (taking turns being on duty). '''Should have at minimum current adult first aid, CPR, and AED certification.'''<br /> ### Know and be ready to implement the Evacuation Plan using NETSquads<br /> ### Be prepared to provide and coordinate any first aid needed during the event<br /> ### Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ### Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ### Monitor the emergency and TAC channels at the event<br /> ### Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ### Know fire danger status and help enforce and related open flame limitations<br /> ### Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ### Other as needed<br /> ##  '''Public Information Officer (PIO)''' (optional)<br /> ### Assist in dissemination of NETCamp information<br /> ### Pace release and methods of release of event information to maximize interest and engagement<br /> #### Among Portland NETs<br /> #### Among regional CERT<br /> #### With OEM, FEMA, and WA CERT; others as interest is present<br /> ### Assist/advise those writing event blurbs with content creation and dissemination<br /> ## '''Equity &amp; Inclusion Officer'''<br /> ### Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ### Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> #### Welcoming all gender identities<br /> #### Welcoming all ethnic and cultural identities<br /> #### Language barriers and access<br /> #### Access for people experiencing hearing or visual impairment<br /> #### Access for people experiencing physical disability<br /> #### Consideration for folks who need to bring CPAP machines<br /> #### Assistance for those needing refrigeration for medication<br /> #### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> #### And other<br /> ## '''Budget Coordinator'''<br /> ### Create budget with assistance of Event Coordinator and PBEM Liaison<br /> ### Adjust and provide financial guidance as event planning and preparation unfolds<br /> ## '''Registrar''' - this takes a lot of time, and ideally is managed by multiple planning committee members<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ## '''Food Coordinator''' - while planning meals can be done by one person, a team of at least three and ideally four to five folks should be available to staff the kitchen and share related responsibilities during the event. '''At the time of the event, these folks must have current food handlers cards.'''<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ## '''Training Coordinator''' - the training coordination role can be one of the most time intense roles next to the Event Coordinator role. It is advised that this person have the support of at least one other planning committee member to assist both in planning and during the event.<br /> ### Class topic selection<br /> ### Coordination with PBEM NET staff for topic and instructor approval<br /> ### Coordination with PBEM NET and anyone else necessary when pushing traditional NET boundaries to provide new training content<br /> ### Instructor selection, preparation, coordination, and support before, during, and after the event<br /> ### Class scheduling and session planning<br /> ### Enrollment form creation<br /> ### Managing class enrollment<br /> ### Managing cancelled classes and registrant class shifts<br /> ### Coordination supply distribution to instructors<br /> ### Coordination of welcoming and guiding instructors to their class locations<br /> ### General instructor and student support<br /> ### Coordination of finding, bringing, distributing, setting up, gathering, and return of A/V and other teaching equipment and supplies<br /> ### Providing or coordinating other staff to provide instructors with technical support<br /> ## Website Manager<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## Exercise Coordinator<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## NETSquad Coordinator / Radio Coordinator<br /> ### Create ICS 205 communications plan <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## Headquarters (HQ) Staff (rotating during all but lights-out hours)<br /> ### Staff HQ to be available and provide a single, welcoming, reliable, knowleagable, and visible point of contact for attendee support<br /> ### Greet attendees, instructors, staff, etc. and provide direction as needed<br /> ### Make sure everyone signs in when they arrive and signs out when the leave<br /> ### Distribute and explain...<br /> #### Parking Placards<br /> #### NETSquad / registration packets<br /> #### Name tags<br /> #### Maps<br /> #### Etc.<br /> ### Share accommodation assignments and provide directions<br /> ### Manage any equipment lending programs such as<br /> #### FRS/GMRS radios<br /> #### Batteries<br /> #### Tents<br /> ### Provide answers and refer folks needing help to appropriate other staff on things such as<br /> #### Medication storage<br /> #### Kitchen locations<br /> #### Bathroom locations<br /> #### Parking directions<br /> #### Accommodation locations<br /> #### Class, event, and staff meeting schedules<br /> #### First aid<br /> #### Etc.<br /> # The NETCamp Planning Calendar<br /> ## Vision Meeting (October of the year before)<br /> ## Venue Meeting (November of the year before)<br /> ## Planning Committee Meetings <br /> ### Monthly until 3 months out<br /> ### Bi-weekly until 1 month out<br /> ### Weekly for the last month <br /> ### As needed during the last two weeks, with <br /> ### A final meeting 2 days before the event<br /> ## As-needed, pre-event Sub-Committee Meetings<br /> ####<br /> #PBEM Liaison(s) will be available to support the NETCamp Planning Committee - one or more PBEM employees who provide Bureau support regarding, among other things:<br /> ## Budget<br /> ## Instructor approval<br /> ## Training topic approval for new or otherwise boundary-pushing training<br /> ## Vendor coordination for, among other things:<br /> ### Busses<br /> ### Interpreters<br /> ### Translation Services<br /> ### Instructor payment<br /> ## Supply provisions, such as<br /> ### Staff vests,<br /> ### Pop-up shelters,<br /> ### First aid kits and injury report forms,<br /> ### Interpreter headsets,<br /> ### Projectors / screens,<br /> ### NET banners,<br /> ### Rescue Randy,<br /> ### Sked,<br /> ### NET flag<br /> ## Program support<br /> ## Event publicity<br /> ## <br /> <br /> # 1.      Set-up and testing<br /> # 2.      Instructor assistance and problem-solving<br /> # c.      Exercise Coordinator<br /> #                                                              i.     Lead exercise<br /> #                                                            ii.     Lead hot wash<br /> # d.      Meal Coordinator / Kitchen Boss<br /> # e.      Radio Coordinator<br /> #                                                              i.     NETSquad leadership<br /> #                                                            ii.     Monitoring emergency and staff channels<br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2653 2023-05-29T03:32:30Z

<p>AWestervelt: continued filling out of page outline</p> <hr /> <div>This page is under construction and is not very useable yet! Thank you for your patience.<br /> <br /> ''Amanda Westervelt 20230528''<br /> <br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # Planning Committee Individual and Sub-Committee Roles<br /> ## PBEM Liaison(s) - one or more PBEM employees who provide Bureau support regarding, among other things:<br /> ### Budget<br /> ### Instructor approval<br /> ### Training topic approval for new or otherwise boundary-pushing training<br /> ### Vendor coordination for, among other things:<br /> #### Busses<br /> #### Interpreters<br /> #### Translation Services<br /> #### Instructor payment<br /> ### Supply provisions, such as<br /> #### Staff vests,<br /> #### Pop-up shelters,<br /> #### First aid kits and injury report forms,<br /> #### Interpreter headsets,<br /> #### Projectors / screens,<br /> #### NET banners,<br /> #### Rescue Randy,<br /> #### Sked,<br /> #### NET flag<br /> ### Program support<br /> ### Event publicity<br /> ## Event Coordinator - this is the person ultimately responsible for, among other things:<br /> ### Performing all duties not otherwise assigned or being performed by planning committee members<br /> ### Serving as the point of contact between the planning committee and PBEM<br /> ### Serving as the point of contact between the planning committee and the venue contact<br /> ### Facilitating all event planning and providing leadership and guidance<br /> ### Setting and leading planning committee meetings<br /> ### Facilitate the creation of a schedule for the planning process including<br /> #### site visits<br /> #### registration<br /> #### meal plan sign-up (if food is offered)<br /> #### class sign-up<br /> ### Supporting and resourcing the planning committee<br /> ### Ensuring the proper handling of finances<br /> ### Ensuring the safety of all staff and attendees<br /> ### Facilitating planning committee decision-making and conflict resolution<br /> ### Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> #### Providing any immediate response as needed<br /> #### Preservation of these for the after action report (AAR)<br /> #### Escalation as needed to PBEM NET staff<br /> ### Enforcing NET program and venue rules<br /> ## Safety Officer(s) - during planning phase need only one of these. At camp need at least two (taking turns being on duty)<br /> ### Should have at minimum current first aid / CPR / AED training<br /> ### Know and be ready to implement the Evacuation Plan using NETSquads<br /> ### Be prepared to provide and coordinate any first aid needed during the event<br /> ### Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ### Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ### Monitor the emergency and TAC channels at the event<br /> ### Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ### Know fire danger status and help enforce and related open flame limitations<br /> ### Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ### Other as needed<br /> ##  Public Information Officer (optional)<br /> ### Assist in dissemination of NETCamp information<br /> ### Pace release and methods of release of event information to maximize interest and engagement<br /> #### Among Portland NETs<br /> #### Among regional CERT<br /> #### With OEM, FEMA, and WA CERT; others as interest is present<br /> ### Assist/advise those writing event blurbs with content creation and dissemination<br /> ## Equity &amp; Inclusion Officer<br /> ### Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ### Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> #### Welcoming all gender identities<br /> #### Welcoming all ethnic and cultural identities<br /> #### Language barriers and access<br /> #### Access for people experiencing hearing or visual impairment<br /> #### Access for people experiencing physical disability<br /> #### Consideration for folks who need to bring CPAP machines<br /> #### Assistance for those needing refrigeration for medication<br /> #### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> #### And other<br /> ## Budget Coordinator<br /> ### Create budget with assistance of Event Coordinator and PBEM Liaison<br /> ### Adjust and provide financial guidance as event planning and preparation unfolds<br /> ## Registration Team<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ## Meal Coordination Team<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ## Training Coordinator - the training coordination role can be one of the most time intense roles next to the Event Coordinator role. It is advised that this person have the support of at least one other planning committee member to assist both in planning and during the event.<br /> ### Class topic selection<br /> ### Coordination with PBEM NET staff for topic and instructor approval<br /> ### Coordination with PBEM NET and anyone else necessary when pushing traditional NET boundaries to provide new training content<br /> ### Instructor selection, preparation, coordination, and support before, during, and after the event<br /> ### Class scheduling and session planning<br /> ### Enrollment form creation<br /> ### Managing class enrollment<br /> ### Managing cancelled classes and registrant class shifts<br /> ### Coordination supply distribution to instructors<br /> ### Coordination of welcoming and guiding instructors to their class locations<br /> ### General instructor and student support<br /> ### Coordination of finding, bringing, distributing, setting up, gathering, and return of A/V and other teaching equipment and supplies<br /> ### Providing or coordinating other staff to provide instructors with technical support<br /> ## Website Manager<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## Exercise Coordinator<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## NETSquad Coordinator / Radio Coordinator<br /> ### Create ICS 205 communications plan <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## Headquarters (HQ) Staff (rotating during all but lights-out hours)<br /> ### Staff HQ to be available and provide a single, welcoming, reliable, knowleagable, and visible point of contact for attendee support<br /> ### Greet attendees, instructors, staff, etc. and provide direction as needed<br /> ### Make sure everyone signs in when they arrive and signs out when the leave<br /> ### Distribute and explain...<br /> #### Parking Placards<br /> #### NETSquad / registration packets<br /> #### Name tags<br /> #### Maps<br /> #### Etc.<br /> ### Share accommodation assignments and provide directions<br /> ### Manage any equipment lending programs such as<br /> #### FRS/GMRS radios<br /> #### Batteries<br /> #### Tents<br /> ### Provide answers and refer folks needing help to appropriate other staff on things such as<br /> #### Medication storage<br /> #### Kitchen locations<br /> #### Bathroom locations<br /> #### Parking directions<br /> #### Accommodation locations<br /> #### Class, event, and staff meeting schedules<br /> #### First aid<br /> #### Etc.<br /> # The NETCamp Planning Calendar<br /> ## Vision Meeting (October of the year before)<br /> ## Venue Meeting (November of the year before)<br /> ## Planning Committee Meetings <br /> ### Monthly until 3 months out<br /> ### Bi-weekly until 1 month out<br /> ### Weekly for the last month <br /> ### As needed during the last two weeks, with <br /> ### A final meeting 2 days before the event<br /> ## As-needed, pre-event Sub-Committee Meetings<br /> ##### <br /> <br /> # 1.      Set-up and testing<br /> # 2.      Instructor assistance and problem-solving<br /> # c.      Exercise Coordinator<br /> #                                                              i.     Lead exercise<br /> #                                                            ii.     Lead hot wash<br /> # d.      Meal Coordinator / Kitchen Boss<br /> # e.      Radio Coordinator<br /> #                                                              i.     NETSquad leadership<br /> #                                                            ii.     Monitoring emergency and staff channels<br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2652 2023-05-29T03:23:54Z

<p>AWestervelt: continued building out of the preliminary outline</p> <hr /> <div>This page is under construction and is not very useable yet! Thank you for your patience.<br /> <br /> ''Amanda Westervelt 20230528''<br /> <br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # Vision Meeting (November)<br /> # Venue Contract (Nov/Dec/Jan)<br /> # Planning Committee Individual and Sub-Committee Roles<br /> # PBEM Liaison(s) - one or more PBEM employees who provide Bureau support regarding, among other things:<br /> ## Budget<br /> ## Instructor approval<br /> ## Training topic approval for new or otherwise boundary-pushing training<br /> ## Vendor coordination for, among other things:<br /> ### Busses<br /> ### Interpreters<br /> ### Translation Services<br /> ### Instructor payment<br /> ## Supply provisions, such as<br /> ### Staff vests, <br /> ### Pop-up shelters,<br /> ### First aid kits and injury report forms, <br /> ### Interpreter headsets, <br /> ### Projectors / screens, <br /> ### NET banners, <br /> ### Rescue Randy, <br /> ### Sked, <br /> ### NET flag<br /> ## Program support<br /> ## Event publicity<br /> # Event Coordinator - this is the person ultimately responsible for, among other things:<br /> ## Performing all duties not otherwise assigned or being performed by planning committee members<br /> ## Serving as the point of contact between the planning committee and PBEM<br /> ## Serving as the point of contact between the planning committee and the venue contact<br /> ## Facilitating all event planning and providing leadership and guidance <br /> ## Setting and leading planning committee meetings<br /> ## Facilitate the creation of a schedule for the planning process including<br /> ### site visits<br /> ### registration<br /> ### meal plan sign-up (if food is offered)<br /> ### class sign-up<br /> ## Supporting and resourcing the planning committee<br /> ## Ensuring the proper handling of finances<br /> ## Ensuring the safety of all staff and attendees<br /> ## Facilitating planning committee decision-making and conflict resolution<br /> ## Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> ### Providing any immediate response as needed<br /> ### Preservation of these for the after action report (AAR)<br /> ### Escalation as needed to PBEM NET staff<br /> ## Enforcing NET program and venue rules<br /> # Safety Officer(s) - during planning phase need only one of these. At camp need at least two (taking turns being on duty)<br /> ## Should have at minimum current first aid / CPR / AED training<br /> ## Know and be ready to implement the Evacuation Plan using NETSquads<br /> ## Be prepared to provide and coordinate any first aid needed during the event<br /> ## Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ## Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ## Monitor the emergency and TAC channels at the event<br /> ## Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ## Know fire danger status and help enforce and related open flame limitations<br /> ## Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ## Other as needed<br /> #  Public Information Officer (optional)<br /> ## Assist in dissemination of NETCamp information<br /> ## Pace release and methods of release of event information to maximize interest and engagement<br /> ### Among Portland NETs<br /> ### Among regional CERT<br /> ### With OEM, FEMA, and WA CERT; others as interest is present<br /> ## Assist/advise those writing event blurbs with content creation and dissemination<br /> # Equity &amp; Inclusion Officer<br /> ## Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ## Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> ### Welcoming all gender identities <br /> ### Welcoming all ethnic and cultural identities<br /> ### Language barriers and access<br /> ### Access for people experiencing hearing or visual impairment<br /> ### Access for people experiencing physical disability<br /> ### Consideration for folks who need to bring CPAP machines<br /> ### Assistance for those needing refrigeration for medication<br /> ### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> ### And other<br /> <br /> # Monthly Planning Committee Meetings Purpose: To touch base, make sure everyone as situational awareness, nothing is slipping through the cracks, and any developments or issues are addressed<br /> # As-needed, pre-event Sub-Committee Meetings<br /> ## Budget Coordinator<br /> ## Registration Team<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ## Meal Coordination Team<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ## Training Coordinator - the training coordination role can be one of the most time intense roles next to the Event Coordinator role. It is advised that this person have the support of at least one other planning committee member to assist both in planning and during the event.<br /> ### Class topic selection<br /> ### Coordination with PBEM NET staff for topic and instructor approval<br /> ### Coordination with PBEM NET and anyone else necessary when pushing traditional NET boundaries to provide new training content<br /> ### Instructor selection, preparation, coordination, and support before, during, and after the event<br /> ### Class scheduling and session planning<br /> ### Enrollment form creation<br /> ### Managing class enrollment <br /> ### Managing cancelled classes and registrant class shifts<br /> ### Coordination supply distribution to instructors<br /> ### Coordination of welcoming and guiding instructors to their class locations<br /> ### General instructor and student support<br /> ### Coordination of finding, bringing, distributing, setting up, gathering, and return of A/V and other teaching equipment and supplies<br /> ### Providing or coordinating other staff to provide instructors with technical support<br /> ## Website Manager<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## Exercise Coordinator<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## NETSquad Coordinator / Radio Coordinator<br /> ### Create ICS 205 communications plan <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## Headquarters (HQ) Staff (rotating during all but lights-out hours)<br /> ### Staff HQ to be available and provide a single, welcoming, reliable, knowleagable, and visible point of contact for attendee support<br /> ### Greet attendees, instructors, staff, etc. and provide direction as needed<br /> ### Make sure everyone signs in when they arrive and signs out when the leave<br /> ### Distribute and explain...<br /> #### Parking Placards<br /> #### NETSquad / registration packets<br /> #### Name tags<br /> #### Maps<br /> #### Etc.<br /> ### Share accommodation assignments and provide directions<br /> ### Manage any equipment lending programs such as<br /> #### FRS/GMRS radios<br /> #### Batteries<br /> #### Tents<br /> ### Provide answers and refer folks needing help to appropriate other staff on things such as<br /> #### Medication storage<br /> #### Kitchen locations<br /> #### Bathroom locations<br /> #### Parking directions<br /> #### Accommodation locations<br /> #### Class, event, and staff meeting schedules<br /> #### First aid<br /> #### Etc.<br /> <br /> # 1.      Set-up and testing<br /> # 2.      Instructor assistance and problem-solving<br /> # c.      Exercise Coordinator<br /> #                                                              i.     Lead exercise<br /> #                                                            ii.     Lead hot wash<br /> # d.      Meal Coordinator / Kitchen Boss<br /> # e.      Radio Coordinator<br /> #                                                              i.     NETSquad leadership<br /> #                                                            ii.     Monitoring emergency and staff channels<br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=2651 2023-05-29T03:00:10Z

<p>AWestervelt: created initial mess of content but at least something is here!</p> <hr /> <div>This page is under construction and is not very useable yet! Thank you for your patience.<br /> <br /> ''Amanda Westervelt 20230528''<br /> <br /> <br /> Mission<br /> <br /> Vision<br /> <br /> Values<br /> <br /> # Vision Meeting (November)<br /> # Venue Contract (Nov/Dec/Jan)<br /> # Planning Committee Individual and Sub-Committee Roles<br /> # PBEM Liaison(s) - one or more PBEM employees who provide Bureau support regarding, among other things:<br /> ## Budget<br /> ## Instructor approval<br /> ## Training topic approval for new or otherwise boundary-pushing training<br /> ## Vendor coordination for, among other things:<br /> ### Busses<br /> ### Interpreters<br /> ### Translation Services<br /> ### Instructor payment<br /> ## Supply provisions, such as<br /> ### Staff vests, <br /> ### Pop-up shelters,<br /> ### First aid kits and injury report forms, <br /> ### Interpreter headsets, <br /> ### Projectors / screens, <br /> ### NET banners, <br /> ### Rescue Randy, <br /> ### Sked, <br /> ### NET flag<br /> ## Program support<br /> ## Event publicity<br /> # Event Coordinator - this is the person ultimately responsible for, among other things:<br /> ## Performing all duties not otherwise assigned or being performed by planning committee members<br /> ## Serving as the point of contact between the planning committee and PBEM<br /> ## Serving as the point of contact between the planning committee and the venue contact<br /> ## Facilitating all event planning and providing leadership and guidance <br /> ## Setting and leading planning committee meetings<br /> ## Facilitate the creation of a schedule for the planning process including<br /> ### site visits<br /> ### registration<br /> ### meal plan sign-up (if food is offered)<br /> ### class sign-up<br /> ## Supporting and resourcing the planning committee<br /> ## Ensuring the proper handling of finances<br /> ## Ensuring the safety of all staff and attendees<br /> ## Facilitating planning committee decision-making and conflict resolution<br /> ## Being the recipient and manager of attendee, staff, and instructor complaints and concerns<br /> ### Providing any immediate response as needed<br /> ### Preservation of these for the after action report (AAR)<br /> ### Escalation as needed to PBEM NET staff<br /> ## Enforcing NET program and venue rules<br /> # Safety Officer(s) - during planning phase need only one of these. At camp need at least two (taking turns being on duty)<br /> ## Should have at minimum current first aid / CPR / AED training<br /> ## Know and be ready to implement the Evacuation Plan using NETSquads<br /> ## Be prepared to provide and coordinate any first aid needed during the event<br /> ## Know the process for calling EMS, police, or the fire department to the venue if needed<br /> ## Know where the venue AED, fire extinguishers, campfire buckets and shovels, and first aid equipment is stored<br /> ## Monitor the emergency and TAC channels at the event<br /> ## Review any COVID or other current pandemic or health concern requirements / contingency planning<br /> ## Know fire danger status and help enforce and related open flame limitations<br /> ## Coordinate with PBEM on-site staff and injured person to complete any incident report if an injury occurs<br /> ## Other as needed<br /> #  Public Information Officer (optional)<br /> ## Assist in dissemination of NETCamp information<br /> ## Pace release and methods of release of event information to maximize interest and engagement<br /> ### Among Portland NETs<br /> ### Among regional CERT<br /> ### With OEM, FEMA, and WA CERT; others as interest is present<br /> ## Assist/advise those writing event blurbs with content creation and dissemination<br /> # Equity &amp; Inclusion Officer<br /> ## Maintain awareness of and help direct dissemination of event info to reach all potential attendees<br /> ## Maintain awareness of and ensure access to the event for all potential attendees. Considerations include<br /> ### Welcoming all gender identities <br /> ### Welcoming all ethnic and cultural identities<br /> ### Language barriers and access<br /> ### Access for people experiencing hearing or visual impairment<br /> ### Access for people experiencing physical disability<br /> ### Consideration for folks who need to bring CPAP machines<br /> ### Assistance for those needing refrigeration for medication<br /> ### Accommodation and parking space assignment for attendees needing to sleep in their own campers due to health conditions or disability<br /> ### And other<br /> <br /> # Monthly Planning Committee Meetings Purpose: To touch base, make sure everyone as situational awareness, nothing is slipping through the cracks, and any developments or issues are addressed<br /> # As-needed, pre-event Sub-Committee Meetings<br /> ## Budget Coordinator<br /> ## Registration Team<br /> ### Registration Form creation<br /> #### Photo release<br /> #### Email address release to instructors<br /> #### Decide if meal plan opt-in and/or payment happens here<br /> ### Registration collection and management<br /> ### Registration fee collection and tracking<br /> ### Accommodation assignment and tracking<br /> ### Registration confirmation email<br /> #### Map of venue<br /> #### Driving directions to venue<br /> ### Communication with / responding to inquiries from attendees, etc<br /> #### Pre-event emails<br /> ##### 10 days out<br /> ###### Packing list<br /> ###### General information<br /> ##### 3 days out<br /> ###### Weather<br /> ######  Fire Status and related fire restrictions / cooking equipment allowed<br /> ######  Any last-minute class cancellations / event changes<br /> ## Meal Coordination Team<br /> ### Meal planning<br /> ### Meal plan sign-up (opt. coordination with registration)<br /> ### Kitchen work scheduling &amp; certification<br /> ### Grocery shopping<br /> ### Cooking coordination<br /> ### Dishwashing and clean-up coordination<br /> ## Training Coordination Team<br /> ### Class Selection<br /> ### Instructor selection and coordination<br /> ### Scheduling and Session Gridding<br /> ### Enrollment coordination<br /> ## Website Manager<br /> ### Update information on the website such as<br /> #### Event date and location<br /> #### Timing of registration, etc.<br /> #### Notice when accommodation options fill<br /> #### Etc.<br /> ### Create payment portal, coordinating with Friends of Portland NET<br /> ### Activate registration form, meal sign-up, and class sign-up pages and links when it's time<br /> ### Etc.<br /> ## Exercise Coordinator<br /> ### Plan Sunday’s exercise<br /> #### Design scenario<br /> #### Determine exercise type<br /> ##### Station based - rotation type<br /> ##### Team based - deployment type<br /> ##### Something else<br /> #### Prepare Master Scenario Events List (MSEL) including any injects<br /> ### Schedule and prepare exercise staff / instructors<br /> #### At least one safety officer<br /> #### Instructors / leaders for any stations<br /> ### Lead exercise <br /> #### Prepare any documentation for players<br /> #### Run introduction<br /> #### Run hotwash<br /> ## NETSquad Coordinator / Radio Coordinator<br /> ### Create ICS 205 communications plan <br /> #### For the event including emergency and TAC channels for staff<br /> #### For NETSquads assigning a FRS/GMRS channel to each<br /> ### Plan NETSquad radio exercise schedule including Personnel Accountability Report (PAR) checks<br /> ### NETSquad assignment of registrants<br /> #### Considering attendance duration so teams don't add or lose members<br /> #### Considering language accommodations, if appropriate<br /> ## Headquarter Staff<br /> ### Sign-in forms<br /> ### Parking Placards<br /> <br /> # 2.      Registration packets<br /> # 3.      accommodations and guides to location<br /> # 4.      name tags<br /> # 5.      medication fridge info<br /> # 6.      Food storage info<br /> # 7.       <br /> #                                                            ii.     Sign-out<br /> #                                                          iii.     Customer Service<br /> #                                                          iv.     Radio Lending &amp; battery replacement<br /> #                                                            v.     Tent Lending<br /> # b.      Training Coordination<br /> #                                                              i.     Managing cancelled classes and registrant class shifts<br /> #                                                            ii.     Supply distribution to instructors<br /> #                                                          iii.     Instructor welcoming and guiding to class locations<br /> #                                                          iv.     General instructor and student support<br /> #                                                            v.     Distribution of student enrollment lists and sign-in sheets<br /> #                                                          vi.     Technical Support<br /> # 1.      Set-up and testing<br /> # 2.      Instructor assistance and problem-solving<br /> # c.      Exercise Coordinator<br /> #                                                              i.     Lead exercise<br /> #                                                            ii.     Lead hot wash<br /> # d.      Meal Coordinator / Kitchen Boss<br /> # e.      Radio Coordinator<br /> #                                                              i.     NETSquad leadership<br /> #                                                            ii.     Monitoring emergency and staff channels<br /> #</div>

AWestervelt https://volunteerpdx.net/index.php?title=NETCamp_Planning&diff=1883 2023-01-20T23:59:43Z

<p>AWestervelt: Created the NETCamp how-to guide page</p> <hr /> <div>This page will hold content about what NETCamp is, and how to plan, coordinate, and run the event.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1882 2023-01-20T23:58:35Z

<p>AWestervelt: Added a link to the NETCamp page - about how to plan, coordinate, and run NETCamp</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress. So are all the pages linked.<br /> <br /> [[Preparedness in Vertical Communities]]<br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[NETCamp]]<br /> <br /> [[Severe Weather Dispatch]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]<br /> [[Intergovernmental Community Resilience Team|Intergovernmental Community Resilience Team (ICRT)]]<br /> <br /> [[2021 Summer Heatwaves]]<br /> [[NET Operations Planning Survey]]<br /> <br /> [[Message Precedence]]<br /> <br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;..&lt;/span&gt;&lt;/p&gt;<br /> &lt;hr&gt;<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> == '''SECTION 000:''' General PBEM Volunteer Program Information ==<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 000.05: Acronyms and Technical Terms Used in PBEM Community Resilience Programs ===<br /> |-<br /> |-<br /> |style=&quot;width: 60pt;&quot;| '''000.05.01'''<br /> |[[Frequently Used Acronyms]]<br /> |-<br /> |'''000.05.02'''<br /> |Technical Terms<br /> |-<br /> |'''000.05.03'''<br /> |PBEM's Approach to Community Resilience<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:60px; text-align: left&quot; |<br /> <br /> === Section 000.10: The Portland Bureau of Emergency Management (PBEM) ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''000.10.01'''<br /> |Portland Bureau of Emergency Management (''org chart, history)''<br /> |-<br /> |'''000.10.02'''<br /> |PBEM's Commitment to Equity and Inclusion<br /> |-<br /> |'''000.10.03'''<br /> |PBEM Community Resilience Flagship Programs<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''000.10.03.a'''<br /> | style=&quot;padding-left: 5em;&quot; | Portland Neighborhood Emergency Teams (Portland NET) ''(differences between NET and CERT)''<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''000.10.03.b'''<br /> | style=&quot;padding-left: 5em;&quot; |Basic Earthquake Emergency Communications Nodes (BEECN)<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''000.10.03.c'''<br /> | style=&quot;padding-left: 5em;&quot; |Community Organizations Active in Disaster (PDX COAD)<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''000.10.03.d'''<br /> | style=&quot;padding-left: 5em;&quot; |Youth Programming<br /> |-<br /> |'''000.10.04'''<br /> |Noted Community Resilience Trainers and Organizers ''(PBEM, PF&amp;R, contractors)''<br /> |-<br /> |'''000.10.05'''<br /> |PBEM Community Resilience Funding ''(General fund and grants)''<br /> |-<br /> |'''000.10.06'''<br /> |[[Governing Laws and Codes for NET]]<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 000.15: Volunteer Recognition ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''000.15.01'''<br /> |[[Portland Community Resilience Champions]]<br /> |-<br /> |'''000.15.02'''<br /> |[[Portland NET In The Media]]<br /> |-<br /> |'''000.15.03'''<br /> |PBEM Recognition Events<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 000.20: PBEM's Partners in Community Resilience ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''000.20.01'''<br /> |Portland Fire &amp; Rescue<br /> |-<br /> |'''000.20.02'''<br /> |Friends of Portland NET<br /> |-<br /> |'''000.20.03'''<br /> |Other Portland Government Offices ''(PBOT, Water, Civic Life, PPB)''<br /> |-<br /> |'''000.20.04'''<br /> |Portland Neighborhood Coalitions and Associations<br /> |-<br /> |'''000.20.05'''<br /> |Government Offices Outside Portland ''(County/State/FEMA)''<br /> |-<br /> |'''000.20.06'''<br /> |Regional CERTs ''(include article re CERT Olympics)''<br /> |-<br /> |'''000.20.07'''<br /> |Schools and Higher Education Institutions<br /> |-<br /> |'''000.20.08'''<br /> |Community Based Organizations<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 000.25: Online Resources for Community Resilience Volunteers ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''000.25.01'''<br /> |PortlandOnline ''(NET, COAD, and BEECN sites)''<br /> |-<br /> |'''000.25.02'''<br /> |Volunteer Impact<br /> |-<br /> |'''000.25.03'''<br /> |Portland NETwiki<br /> |-<br /> |'''000.25.04'''<br /> |[[Portland NET Tumblr]]<br /> |-<br /> |'''000.25.05'''<br /> |Zoom<br /> |-<br /> |'''000.25.06'''<br /> |Vimeo<br /> |-<br /> |'''000.25.07'''<br /> |Tockify<br /> |-<br /> |'''000.25.08'''<br /> |PBEM Social Media ''(Facebook, Twitter)''<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 000.30: Program Design Elements and Information ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''000.30.01'''<br /> |Logo Directory<br /> |-<br /> |'''000.30.02'''<br /> |Palettes<br /> |-<br /> |'''000.30.03'''<br /> |Illustrations<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> =='''SECTION 100:''' General Volunteer Policies ==<br /> This section covers program policies applying to NETs, BEECN volunteers, and ATVs. These policies do not apply to COAD members.<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 100.05: Volunteer Responder Policy Contexts ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''100.05.01'''<br /> |New Policies and Policy Edits<br /> |-<br /> |'''100.05.02'''<br /> |Response Volunteers and PBEM<br /> |-<br /> |'''100.05.03'''<br /> |Volunteer Role of PBEM Volunteers<br /> |-<br /> |'''100.05.04'''<br /> |Responsibilities of PBEM to Response Volunteers<br /> |-<br /> |'''100.05.05'''<br /> |Volunteer Indemnification<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 100.10: Volunteer Candidacy ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''100.10.01'''<br /> |Minimum Qualifications<br /> |-<br /> |'''100.10.02'''<br /> |Persons with Disabilities<br /> |-<br /> |'''100.10.03'''<br /> |Preferred Qualifications<br /> |-<br /> |'''100.10.04'''<br /> |Criminal Background<br /> |-<br /> |'''100.10.05'''<br /> |CERT Training from Agencies Other Than PBEM<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 100.15: Volunteer Standing and Badging ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''100.15.01'''<br /> |Volunteer Statuses<br /> |-<br /> |'''100.15.02'''<br /> |[[PBEM Volunteer Code of Conduct]]<br /> |-<br /> |'''100.15.03'''<br /> |Separation from the NET Program<br /> |-<br /> |'''100.15.04'''<br /> |Volunteer Dismissal by PBEM<br /> |-<br /> |'''100.15.05'''<br /> |Member Standing<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''100.15.05.a'''<br /> | style=&quot;padding-left: 5em;&quot; |Criminal background check<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''100.15.05.b'''<br /> | style=&quot;padding-left: 5em;&quot; |Minimum Service Contribution (MSC)<br /> |-<br /> |'''100.15.06'''<br /> |Badging<br /> |}<br /> &lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;<br /> <br /> == '''SECTION 200:''' Volunteer Responder Training ==<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 200.05: Volunteer Training Practices - All Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.05.01'''<br /> |Safety During Training ''(include indemnification, &quot;Real World&quot;)''<br /> |-<br /> |'''200.05.02'''<br /> |Sign In Sheets<br /> |-<br /> |'''200.05.03'''<br /> |Use of Stress ''(&quot;Eustress&quot;)''<br /> |-<br /> |'''200.05.04'''<br /> |[[Moulage]]<br /> |-<br /> |'''200.05.05'''<br /> |Training Currentcy ''(redundancy/perishability)''<br /> |-<br /> |'''200.05.06'''<br /> |Training Types ''(functional exercise, comp exercise, games, reading, classroom, etc) (learning styles, aversion to PowerPoint)''<br /> |-<br /> |'''200.05.07'''<br /> |Training Facility Requirements ''(lecture, FFEs)''<br /> |-<br /> |'''200.05.08'''<br /> |Frequently Used Training Facilities<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.05.08.a'''<br /> | style=&quot;padding-left: 5em;&quot; |Portland Fire &amp; Rescue Training Campus<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.05.08.b'''<br /> | style=&quot;padding-left: 5em;&quot; |Portland Police Bureau Scenario Village<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.05.08.c'''<br /> | style=&quot;padding-left: 5em;&quot; |PBEM Emergency Coordination Center (ECC) ''(tour guide linked to password protected doc)''<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.05.08.d'''<br /> | style=&quot;padding-left: 5em;&quot; |Portland Fire &amp; Rescue Logistics<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.05.08.e'''<br /> | style=&quot;padding-left: 5em;&quot; |Sgt. Jerome F. Sears U.S. Army Reserve Center<br /> |-<br /> |'''200.05.09'''<br /> |Training Personnel Roles ''(instructor, SMEs, coordinator)''<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 200.10: Basic NET Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.10.01'''<br /> |[[Basic NET Training Standard Syllabus]]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.a'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#Basic_NET_Class_Goals Basic NET Class Goals]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.b'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#Basic_NET_Training_Structure Basic NET Training Structure]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.c'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#Basic_NET_Class_Format_and_Expectations Basic NET Class Format and Expectations]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.d'''<br /> | style=&quot;padding-left: 5em;&quot; |Basic NET Class Required Homework<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.e'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#Equipment:_Basic_NET_Response_Packs Basic NET Response Packs]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.f'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#Equipment:_Supplemental_Pack_Equipment Basic NET Supplemental Pack Equipment]<br /> |-<br /> | style=&quot;padding-left: 1em;&quot; |'''200.10.01.g'''<br /> | style=&quot;padding-left: 5em;&quot; |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#NET_ID_Picture_Day NET ID Picture Day]<br /> |-<br /> |'''200.10.02'''<br /> |Unit 0: Class Introduction<br /> |-<br /> |'''200.10.03'''<br /> |Unit 1: Community Outreach<br /> |-<br /> |'''200.10.04'''<br /> |Unit 2: NET Organization<br /> |-<br /> |'''200.10.05'''<br /> |Unit 3: Disaster Medical Operations - Part 1<br /> |-<br /> |'''200.10.06'''<br /> |Unit 4: Disaster Medical Operations - Part 2<br /> |-<br /> |'''200.10.07'''<br /> |Unit 5: Disaster Psychology<br /> |-<br /> |'''200.10.08'''<br /> |Unit 6: Fire Safety and Utility Controls<br /> |-<br /> |'''200.10.09'''<br /> |Unit 7: Light Search &amp; Rescue Operations<br /> |-<br /> |'''200.10.10'''<br /> |Unit 8: CERT and Terrorism<br /> |-<br /> |'''200.10.11'''<br /> |[https://volunteerpdx.net/index.php/Basic_NET_Training_Standard_Syllabus#The_Final_Field_Exercise_.28FFE.29 Final Field Exercise]<br /> |-<br /> |'''200.10.12'''<br /> |Basic NET Extra Credit<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 200.15: Basic BEECN Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.15.01'''<br /> |<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 200.20: Advanced Volunteer Responder Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.20.01'''<br /> |Advanced Training Topics and Volunteer Support Functions (VSFs)<br /> |-<br /> |'''200.20.02'''<br /> |NET Task Books<br /> |-<br /> |'''200.20.03'''<br /> |Routine Advanced Training Events<br /> |-<br /> |'''200.20.03.a'''<br /> | style=&quot;padding-left: 5em;&quot; |NETcamp<br /> |-<br /> |'''200.20.03.b'''<br /> | style=&quot;padding-left: 5em;&quot; |[[Scenario Village]]<br /> |-<br /> |'''200.20.03.c'''<br /> | style=&quot;padding-left: 5em;&quot; |Citywide Deployment Exercises (CDE)<br /> |-<br /> |'''200.20.03.d'''<br /> | style=&quot;padding-left: 5em;&quot; |DAMM Calldown Drills<br /> |-<br /> |'''200.20.03.e'''<br /> | style=&quot;padding-left: 5em;&quot; |Active Shooter Exercises<br /> |-<br /> |'''200.20.03.f'''<br /> | style=&quot;padding-left: 5em;&quot; |TSA Decoys<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 200.25: Youth Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.25.01'''<br /> |<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> <br /> === Section 200.30: Community-Based Organization Training ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''200.30.01'''<br /> |<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> == '''SECTION 300:''' Volunteer Support Functions (VSFs) ==<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;<br /> <br /> {| class=&quot;wikitable&quot; style=&quot;width: 50%; margin: left&quot;<br /> |+<br /> ! colspan=&quot;2&quot; scope=&quot;col&quot; style=&quot;width:50px; text-align: left&quot; |<br /> === Section 300.05: ===<br /> |-<br /> |style=&quot;width: 60pt;&quot;|'''300.05.01'''<br /> |<br /> |}<br /> &lt;p&gt;&lt;span style=&quot;color:#ffffff&quot;&gt;...&lt;/span&gt;&lt;/p&gt;</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1880 2023-01-11T19:06:17Z

<p>AWestervelt: /* Glossary */ correcting</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. (Please note that recent changes to this page and the Dispatch Guide are &lt;u&gt;underlined&lt;/u&gt;.) <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # &lt;u&gt;Any relevant 211info rideshare dispatch and login information - ''provided in initial briefing email.'' When ECC Ground Support (local emergency management) are not available, rideshare should be arranged if available, using the 211info corporate accounts that you will be given access to.&lt;/u&gt;<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances. &lt;u&gt;Check the Rider Safety column to see if they are directly in the weather or sheltered. Also look for things such as the presence of children, pets, lots of belongings, many riders, bikes, wagons, wheelchairs, etc.&lt;/u&gt; If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). &lt;u&gt;If not, seek transportation according to the event's transportation option priorities. Ask in chat if you're not sure if you should to move to the next tier of transportation options.&lt;/u&gt;<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # &lt;u&gt;ECC Ground Support&lt;/u&gt;<br /> # &lt;u&gt;Ride-share services&lt;/u&gt;<br /> ## &lt;u&gt;Lyft primary&lt;/u&gt;<br /> ## &lt;u&gt;Uber (ADA accessible vehicles, etc.)&lt;/u&gt;<br /> # &lt;u&gt;Taxi cab&lt;/u&gt;<br /> <br /> &lt;u&gt;So, if you request Ground Support and they are unavailable, go down the list to dispatch rideshare, and then arrange a taxi if the other options aren't available.&lt;/u&gt; <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TPB''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1879 2023-01-11T19:04:49Z

<p>AWestervelt: clarifying priorities for transport options; special things to look for in transportation requests</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. (Please note that recent changes to this page and the Dispatch Guide are &lt;u&gt;underlined&lt;/u&gt;.) <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # &lt;u&gt;Any relevant 211info rideshare dispatch and login information - ''provided in initial briefing email.'' When ECC Ground Support (local emergency management) are not available, rideshare should be arranged if available, using the 211info corporate accounts that you will be given access to.&lt;/u&gt;<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances. &lt;u&gt;Check the Rider Safety column to see if they are directly in the weather or sheltered. Also look for things such as the presence of children, pets, lots of belongings, many riders, bikes, wagons, wheelchairs, etc.&lt;/u&gt; If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). &lt;u&gt;If not, seek transportation according to the event's transportation option priorities. Ask in chat if you're not sure if you should to move to the next tier of transportation options.&lt;/u&gt;<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # &lt;u&gt;ECC Ground Support&lt;/u&gt;<br /> # &lt;u&gt;Ride-share services&lt;/u&gt;<br /> ## &lt;u&gt;Lyft primary&lt;/u&gt;<br /> ## &lt;u&gt;Uber (ADA accessible vehicles, etc.)&lt;/u&gt;<br /> # &lt;u&gt;Taxi cab&lt;/u&gt;<br /> <br /> &lt;u&gt;So, if you request Ground Support and they are unavailable, go down the list to dispatch rideshare, and then arrange a taxi if the other options aren't available.&lt;/u&gt; <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1878 2023-01-11T18:56:15Z

<p>AWestervelt: noting for readers to find new changes because it&#039;s underlined</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. (Please note that recent changes to this page and the Dispatch Guide are &lt;u&gt;underlined&lt;/u&gt;.) <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # &lt;u&gt;Any relevant 211info rideshare dispatch and login information - ''provided in initial briefing email.'' When ECC Ground Support (local emergency management) are not available, rideshare should be arranged if available, using the 211info corporate accounts that you will be given access to.&lt;/u&gt;<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # &lt;u&gt;ECC Ground Support&lt;/u&gt;<br /> # &lt;u&gt;Ride-share services&lt;/u&gt;<br /> ## &lt;u&gt;Lyft primary&lt;/u&gt;<br /> ## &lt;u&gt;Uber (ADA accessible vehicles, etc.)&lt;/u&gt;<br /> # &lt;u&gt;Taxi cab&lt;/u&gt;<br /> <br /> &lt;u&gt;So, if you request Ground Support and they are unavailable, go down the list to dispatch rideshare, and then arrange a taxi if the other options aren't available.&lt;/u&gt; <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1877 2023-01-11T18:54:08Z

<p>AWestervelt: Update for ground support and ride share request priority for dispatchers</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # &lt;u&gt;Any relevant 211info rideshare dispatch and login information - ''provided in initial briefing email.'' When ECC Ground Support (local emergency management) are not available, rideshare should be arranged if available, using the 211info corporate accounts that you will be given access to.&lt;/u&gt;<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # &lt;u&gt;ECC Ground Support&lt;/u&gt;<br /> # &lt;u&gt;Ride-share services&lt;/u&gt;<br /> ## &lt;u&gt;Lyft primary&lt;/u&gt;<br /> ## &lt;u&gt;Uber (ADA accessible vehicles, etc.)&lt;/u&gt;<br /> # &lt;u&gt;Taxi cab&lt;/u&gt;<br /> <br /> &lt;u&gt;So, if you request Ground Support and they are unavailable, go down the list to dispatch rideshare, and then arrange a taxi if the other options aren't available.&lt;/u&gt; <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1876 2023-01-11T18:51:48Z

<p>AWestervelt: Updating priority of transportation options for dispatchers</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # &lt;u&gt;ECC Ground Support&lt;/u&gt;<br /> # &lt;u&gt;Ride-share services&lt;/u&gt;<br /> ## &lt;u&gt;Lyft primary&lt;/u&gt;<br /> ## &lt;u&gt;Uber (ADA accessible vehicles, etc.)&lt;/u&gt;<br /> # &lt;u&gt;Taxi cab&lt;/u&gt;<br /> <br /> &lt;u&gt;So, if you request Ground Support and they are unavailable, go down the list to dispatch rideshare, and then arrange a taxi if the other options aren't available.&lt;/u&gt; <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1875 2023-01-11T18:47:47Z

<p>AWestervelt: correcting and clarifying phone number sharing procedure</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # &lt;u&gt;Contact Info - ''provided prior to shift via email.'' The Dispatch Unit Lead will provide you with their phone number outside of Slack in case you need it - such as if your power goes out.&lt;/u&gt;<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1374 2022-11-07T17:34:16Z

<p>AWestervelt: grammar and clarity edits</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, rideshare, or ECC Ground Support vehicles. When transport is arranged, the NET Dispatcher marks it complete in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1373 2022-11-07T17:31:57Z

<p>AWestervelt: answered the can i be a net dispatcher question i ask in the header</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> Absolutely! This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1372 2022-11-07T03:23:45Z

<p>AWestervelt: Added what training during deployment looks like section</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> Training before your first shift includes:<br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> <br /> Training during deployment generally includes:<br /> <br /> * If needed, a phone-guided introduction to using Slack,<br /> * A walkthrough via Slack of all the documents and how they fit together,<br /> * The opportunity to either<br /> ** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or<br /> ** A step-by-step walkthrough of the process in Slack using a pretend ride request,<br /> * The opportunity to process ride requests with the support of another Dispatch NET or trainer until you feel comfortable processing them on your own, and<br /> * Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1371 2022-11-07T03:15:52Z

<p>AWestervelt: grammar and one description change to maintain consistency within the doc</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded light gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column.<br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1370 2022-11-06T20:51:27Z

<p>AWestervelt: formatting</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> '''Q''': What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> <br /> '''Q''': What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''ECC''' stands for Emergency Coordination Center<br /> * '''GSUL''' stands for Ground Support Unit Lead.<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1369 2022-11-06T20:50:18Z

<p>AWestervelt: Adding FAQ and Glossary to Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> ==== FAQ ====<br /> Q: What if I’m working on a call and my shift ends? <br /> <br /> A: Finish it if you can. If you cannot, try to hand the request over to one of the incoming NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact the 211info Supervisor or your Dispatch Lead. <br /> <br /> <br /> Q: What if I find out the transport vehicle didn’t pick up the rider? <br /> <br /> A: Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.<br /> <br /> ==== Glossary ====<br /> <br /> * '''Balancing''' is when Ground Support transports guests from a shelter that is over capacity to another shelter that has space.<br /> * '''GSUL''' stands for Ground Support Unit Lead.<br /> * '''TBP''' stands for The Portland Building</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1368 2022-11-06T20:41:41Z

<p>AWestervelt: adding &quot;getting help&quot; section of dispatch guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put &quot;ECC Ground Support&quot; in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request.<br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> ==== Getting Help ====<br /> Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. <br /> <br /> * Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. <br /> * You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too.  <br /> * If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email.<br /> <br /> <br /> <br /> What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires  transportation.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1367 2022-11-06T20:34:35Z

<p>AWestervelt: Added the &quot;Dispatch Triage&quot; section to the dispatch guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. <br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> ==== Dispatch “Triage” ====<br /> We want to do everything we can to get the rider into a vehicle as quickly as possible, and ideally within a reasonable time of receiving the request. A &quot;reasonable amount of time&quot; goal may be set by the ECC, or it may be dependent on a combination of weather severity, road conditions, and transport availability that 211, Dispatch, and Ground Support determine as we go. Ask in chat if you're not sure if a wait is too long, and you should shift to the next tier of transportation options to look for transport. Please seek transportation in this order unless you've been told otherwise via Slack:<br /> <br /> # Taxi cab <br /> # Ride-share services <br /> # Homeless outreach services (if available for this event)<br /> # ECC Ground Support <br /> <br /> So, if you call a cab and they can’t get to the location within the designation reasonable time goal, go down the list to dispatch rideshare, and then outreach services, and so on. <br /> <br /> ===== Important Exceptions =====<br /> <br /> * If “Yes” is indicated in the “COVID” column, the whole row will turn red. Notify a 211info supervisor or Dispatch Lead and follow their directions for scheduling transport.<br /> * If a caller has a wheelchair, try to find an accessible rideshare or escalate to ECC Ground Support. <br /> * If the call notes indicate possible mental health problems, escalate to ECC Ground Support. <br /> * Taxi cabs will usually allow pets if they are in a crate or on a leash. Rideshares sometimes have pet-friendly vehicles. ECC Ground Support will also take pets if no other option is available. <br /> * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). <br /> * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats.<br /> <br /> <br /> What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires  transportation.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1366 2022-11-06T20:21:53Z

<p>AWestervelt: Added &quot;Dispatch Work Flow&quot; section of Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet: =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.<br /> <br /> ==== Dispatch Workflow ====<br /> At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:<br /> <br /> # A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.  <br /> # Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!<br /> # In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.<br /> # Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack. <br /> # 1) I claim the ticket by saying so in Slack, 2) I mark it In Progress and add my name, 3) I select shelter name/address, 4) I confirm with GSUL via Slack that GS can accommodate the request, 4) if they say yes I mark Transport Arranged: ECC Ground Support, 5) once GSUL provides ETA I add it to the spreadsheet, 6) once GSUL provides pickup time I mark the ride time completed.<br /> # Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A &quot;reasonable amount of time&quot; goal may be dictated by the ECC, or may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.<br /> # Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.<br /> # If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:<br /> ## &quot;GS, can you take 541?&quot; <br /> ## &quot;Yes, GS can take 541.&quot; <br /> ## &quot;GS, please take 541.&quot;<br /> ## &quot;GS has 541.&quot;<br /> ## And the Dispatcher acknowledges this maybe by saying &quot;Thanks!&quot; or putting a thumbs-up emoji in Slack under this comment.<br /> # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. <br /> # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.<br /> <br /> <br /> What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires  transportation.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1365 2022-11-06T19:53:39Z

<p>AWestervelt: Added &quot;using the dispatch nexus&quot; section of the Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.<br /> <br /> ==== Using the Dispatch Nexus ====<br /> The Dispatch Nexus spreadsheet serves as the central dispatching hub for transportation and other types of 211info dispatch requests. When a person calls 211info and requests transportation to a warm/cool space, 211 sends the dispatch request to the Dispatch Team via a form that populates the Dispatch Nexus. Please review some of the features of the Dispatch Nexus spreadsheet before beginning the dispatch process. As you’ll see, it looks like a typical spreadsheet, similar to Microsoft Excel or Google Sheets, but it is a Smartsheets spreadsheet. <br /> <br /> '''You MUST Save and Refresh Often:''' The Dispatch Nexus DOES NOT auto-save or auto-refresh. You can’t see changes without refreshing, and others can’t see your work unless you save and refresh. ''Your new mantra is save, refresh-refresh-refresh!'' If you don’t save as soon as you claim a ride and mark it “In Progress,” no one looking at the sheet can see that you’re working on the ride. And if you don’t refresh, you won’t see if a co-worker is working on it too. Now we’ve booked two rides for the same person. So, ''save, refresh-refresh-refresh!'' <br /> <br /> There is a “save” icon in the upper left corner, or you can press Ctrl+S on your keyboard. If you’re computer savvy and use the Chrome browser, there are Chrome extensions you can use to auto refresh a tab. <br /> <br /> ===== Understanding the Spreadsheet: =====<br /> <br /> * Info symbol (“i” in a circle): Describes the data being collected <br /> ** Hold your pointer over it to read the description. <br /> ** This is very important! Please read each before your first shift.  <br /> * Lock symbol: Cannot type in row/column because the data is automated or run by a formula<br /> * STATUS column color coding brings attention to prioritized and escalated requests: <br /> ** Light green: Submitted (available for NET Dispatch to claim)<br /> ** Dark green: In Progress (someone is finding a ride for the client)<br /> ** Purple: Submitted or In Progress (not in a safe location and needs priority service) <br /> ** Light gray: Completed: Dispatched (a ride has been located)<br /> ** Light gray: Completed: Canceled the request has been retracted)<br /> ** Dark gray: GS Self Dispatch (ground support has dispatched themselves)<br /> * Columns that are shaded gray mean that the dispatcher (you) must input data for each request. You will not need to fill out/change any other cells except the STATUS column. <br /> * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all. <br /> * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1364 2022-11-06T19:46:31Z

<p>AWestervelt: noted training videos are (coming soon!)</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos (coming soon!)<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1363 2022-11-06T19:45:16Z

<p>AWestervelt: Added &quot;Using Slack&quot; section of the Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> ==== Roles ====<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.<br /> <br /> ==== Using Slack ====<br /> Slack is a real-time chat program that 211info uses for staff to communicate quickly and easily. 211info’s workspace is made up of many channels. The “211-net-team” channel is used just for transportation dispatch during weather emergencies. People using this channel include 211info emergency management, houseless support, general management, 211 operators, ECC Ground Support leads, NET Dispatchers for the event, and your PBEM-side Dispatch Unit Leads. <br /> <br /> ===== Getting Access: =====<br /> When you sign up for a NET Dispatch shift, 211info will send you an email with an invitation to join the 211-net-team channel. If you don’t receive the email, check your spam/junk folder. When you get the email, please log in and make sure it works for you. Slack is available as a web page, as a computer app, and as a phone app. Use whichever works best for you. <br /> <br /> ===== Main Channel Content: =====<br /> <br /> * Shift updates (posted near the beginning of each shift)<br /> * Shelter capacity updates<br /> * Staff/volunteer check-in and check-out<br /> * Dispatcher assignment of ride requests / ride claims, e.g. &quot;I've got 154!&quot;<br /> * Hand-off of ride requests to Ground Support<br /> * Deployment and weather event updates<br /> * Questions / Answers<br /> * Banter between calls <br /> * Etc.<br /> <br /> ===== Detailed Chats: =====<br /> Detailed conversations about one topic or one ride request are kept in “threads” off of the first comment or ride request claim comment. To see a thread, click on the “# reply(ies)” link under the comment. Another Slack pane will open and you can comment in the thread. It’s VERY important to use threads for each topic. Otherwise, the main channel gets very messy very quickly, and it’s very hard to track conversations, decisions, and outcomes regarding each ride request. <br /> <br /> ===== Private Chats: =====<br /> To talk to someone in the channel privately, you can hover over their name and choose “direct message.” This opens a pane in Slack where you and this person can talk privately from the other folks in the channel. 211 does have access to all conversations, including direct messages, so please remember that although private, these chats should remain professional.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1362 2022-11-06T19:35:27Z

<p>AWestervelt: Added Roles section of Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.<br /> <br /> = Roles =<br /> <br /> * 211 Liaison: Calls clients (those requesting rides) with their transportation and destination information after Dispatch coordinates a ride; finds answers from other 211 operators if Dispatch has questions about ride requests.<br /> * 211 Family Sheltering Specialist: Specifically oversees the transport and sheltering of families with children.<br /> * Dispatch Unit Lead: Generally manages the event deployment for the Emergency Coordination Center (ECC), dispatch volunteers, troubleshoots issues, provides backup dispatch support<br /> * NET Dispatch Volunteer: Coordinates transportation for clients<br /> * Ground Support Unit Lead (GSUL): Monitors ground support requests and liaises between dispatch and drivers.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1361 2022-11-06T19:26:48Z

<p>AWestervelt: formatting</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away.<br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make.<br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1360 2022-11-06T19:25:54Z

<p>AWestervelt: Added NET Dispatcher Tools section of Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. <br /> <br /> ==== NET Dispatcher Tools ====<br /> If you have trouble accessing any of these tools, contact your shift supervisor.<br /> <br /> # Personal Computer with Reliable Internet Connection - ''you must provide'' This is a virtual deployment, and most of this deployment will be conducted online. If you lose power during your shift, contact the shift supervisor right away. <br /> # Phone - ''you must provide'' You will use your phone to contact ride services and arrange transport. You will not speak with the people requiring transport - 211info does that part. Press *67 before calling a ride service to block your personal phone number. You’ll need to dial *67 before every call you make. <br /> # Contact Info - ''provided in Slack at beginning of shift'' You need to know how to contact the volunteer shift supervisor, PBEM Ground Support, and your fellow NET Dispatchers outside of Slack in case they aren't responding there, or your power goes out.<br /> # 211info Slack Channel - ''link provided by email before shift'' The 211info Slack Channel gives NET Dispatchers live chat access to each other, their shift supervisor, and the 211info operators liaising with the Dispatch NET team. You should receive an email invitation from 211info to the “211-net-team” channel after you’ve signed up for a shift but before your shift begins. It is critical to be reading and writing updates in the 211-net-team Slack channel. It can be helpful to monitor the chat a bit before your shift begins for situational awareness. <br /> # Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit. <br /> # Shelter Dashboard - ''link provided in initial briefing email''  You’ll use this when you send a rider to a shelter with available beds. Each available shelter has a status indicator telling you whether the shelter is “Full” or “Available.” You should send riders only to “Available” shelters with more than five available beds. <br /> # Shelter Map - ''provided in initial briefing email &amp; available online'' You’ll receive a link to this in your initial briefing email, but can find it on the Multnomah County Help For When It’s Hot or Care for When It’s Cold webpages. Use this to determine the location of the closest available shelter to the caller. Your lead will let you know in Slack which shelters are open when you start your shift. <br /> # Any relevant 211info rideshare dispatch information - ''provided in initial briefing email''    When ECC Ground Support (local emergency management) or taxi cabs are not available or not an appropriate mode of transportation for the guest, rideshare may be available.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1359 2022-11-06T19:12:14Z

<p>AWestervelt: Adding and formatting Dispatch Guide</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns<br /> <br /> === The Dispatch Guide ===<br /> The purpose of this Guide is to provide training for NET Dispatch volunteers before their first shift, and as reference and refresher for experienced Dispatchers before and during deployments. Thank you to Laura Hall for her help organizing and editing the current version!<br /> <br /> ==== Summary ====<br /> In a weather emergency, 211info may receive calls from people requesting transportation to a warm or cool space. NETs can volunteer as dispatchers to help match people to available rides and communicate with 211info. As always, thank you for volunteering - and don’t forget to log your time! <br /> <br /> ==== Workflow Overview ====<br /> The person needing transport calls 2-1-1. <br /> <br /> # The 211info operator completes a request form, which populates the Transportation Dispatch Nexus spreadsheet (in Smartsheets). <br /> # The NET Dispatcher claims the request, uses the Shelter Map and Shelter Dashboard to select a destination, and contacts local resources to send transportation. <br /> # The NET Dispatcher completes the request, which automatically notifies the 211info operator. <br /> # The 211info operator calls the requestor (person needing transport) to confirm the ride’s estimated time of arrival (ETA). <br /> <br /> Keep reading for a more detailed explanation of the full Dispatch Workflow. </div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1358 2022-11-06T18:59:01Z

<p>AWestervelt: Trying to put TOC where I want it</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> __TOC__<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1357 2022-11-06T18:58:35Z

<p>AWestervelt: format</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1356 2022-11-06T18:57:24Z

<p>AWestervelt: playing with adding toc</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> -TOC-<br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1355 2022-11-06T18:56:53Z

<p>AWestervelt: Figuring out how to put TOC where I want it</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1354 2022-11-06T18:54:13Z

<p>AWestervelt: Editing and reformatting for readability at space for TOC</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NET Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. They assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland. <br /> <br /> == How Does Transportation Dispatch Work? ==<br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training and Refresher Materials ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1344 2022-11-04T23:30:58Z

<p>AWestervelt: making titles parallel</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland.<br /> <br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == Transportation Dispatch Training ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1343 2022-11-04T23:29:01Z

<p>AWestervelt: Building page</p> <hr /> <div>== What is Severe Weather Transportation Dispatch? ==<br /> When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County and the City of Portland.<br /> <br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and they go on to work the next ride request.<br /> <br /> == Can I be a NET Dispatcher? ==<br /> This deployment requires training, which is provided in two parts: online (see below) and live during your first shift. Generally, Dispatch deployment notices go out to the currently trained Dispatch team first, and then to the full NET community if shifts are still available. <br /> <br /> This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> If you are interested in becoming a NET Dispatcher, YAY! We need you. Please contact us at net@portlandoregon.gov. We'll answer your questions and get you trained and on the team!<br /> <br /> == 211/NET Transportation Dispatch Training ==<br /> ''THIS SECTION IS UNDER CONSTRUCTION.'' <br /> <br /> ''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''<br /> <br /> Training before your first shift includes:<br /> <br /> * Reading the Dispatch Guide<br /> * Watching the Dispatch Training Videos<br /> * Checking in with your Dispatch Lead with any questions or concerns</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1342 2022-11-04T23:13:31Z

<p>AWestervelt: trying to reconnect page with main menu link</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress.<br /> <br /> <br /> <br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> <br /> [[Basic NET Training Standard Syllabus]]<br /> <br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[Scenario Village]]<br /> <br /> [[Moulage]]<br /> <br /> [[Severe Weather Dispatch]]<br /> <br /> [[PBEM Volunteer Recognition]]<br /> <br /> [[Portland NET In The Media]]<br /> <br /> [[Governing Laws and Codes for NET]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1341 2022-11-04T23:10:42Z

<p>AWestervelt: changed back to old, worse title b/c I don&#039;t know how to change the title and connect it back to the page with the old title yet &amp; not worth my time to learn today</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress.<br /> <br /> <br /> <br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> <br /> [[Basic NET Training Standard Syllabus]]<br /> <br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[Scenario Village]]<br /> <br /> [[Moulage]]<br /> <br /> [[Severe Weather Transportation Dispatch|Severe Weather Dispatch]]<br /> <br /> [[PBEM Volunteer Recognition]]<br /> <br /> [[Portland NET In The Media]]<br /> <br /> [[Governing Laws and Codes for NET]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1340 2022-11-04T23:08:06Z

<p>AWestervelt: page title for clarity</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress.<br /> <br /> <br /> <br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> <br /> [[Basic NET Training Standard Syllabus]]<br /> <br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[Scenario Village]]<br /> <br /> [[Moulage]]<br /> <br /> [[Severe Weather Transportation Dispatch]]<br /> <br /> [[PBEM Volunteer Recognition]]<br /> <br /> [[Portland NET In The Media]]<br /> <br /> [[Governing Laws and Codes for NET]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1339 2022-11-04T23:06:55Z

<p>AWestervelt: Name of page to make more specific</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress.<br /> <br /> <br /> <br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> <br /> [[Basic NET Training Standard Syllabus]]<br /> <br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[Scenario Village]]<br /> <br /> [[Moulage]]<br /> <br /> [[Severe Weather Transportation Dispatch|Severe Weather Dispatch]]<br /> <br /> [[PBEM Volunteer Recognition]]<br /> <br /> [[Portland NET In The Media]]<br /> <br /> [[Governing Laws and Codes for NET]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1338 2022-11-04T23:05:30Z

<p>AWestervelt: Creating page</p> <hr /> <div>When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County.<br /> <br /> If you are interested in becoming a NET Dispatcher, please contact us at net@portlandoregon.gov. This deployment requires training, which is provided in two parts: online (see below), and during your first shift. This deployment is virtual, meaning you can deploy from anywhere and don't need your typical NET gear. NET Dispatchers do need to have a computer, reliable internet service, and a phone. We use Slack exclusively as a virtual conference room to communicate with our 211info and Ground Support team members, web browser based SmartSheet spreadsheets and dashboards, mapping websites, and ride share dispatch websites. This deployment includes periods of intense demand as well as periods of just waiting for ride requests and being there in case someone needs us. Useful skills for this work include computer savvy, ability to multitask across multiple computer windows, and the ability to stay cool and friendly under stress.<br /> <br /> NET Dispatchers work in shifts of one to three depending on anticipated ride request volume, with a Dispatch Lead present or on call. Dispatchers collaborate closely with 211info and the Emergency Coordination Center (ECC) Ground Support Unit. The dispatch process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the ECC Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and goes on to work the next ride request.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1337 2022-11-04T22:30:58Z

<p>AWestervelt: </p> <hr /> <div>When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County.<br /> <br /> If you are interested in becoming a NET Dispatcher<br /> <br /> The process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the Emergency Coordination Center (ECC) Ground Support vehicles. When transport is complete, the NET Dispatch marks it so in the Nexus, and notifies the 211info Liaison so that the Liaison can contact the community member and let them know what type of transport to expect and when. At this point the NET Dispatcher is typically done, and goes on to work the next ride request.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1336 2022-11-04T22:25:35Z

<p>AWestervelt: Adding content to build this page.</p> <hr /> <div>When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist by coordinating transportation for community members to get them to designated warming or cooling locations within Multnomah County.<br /> <br /> The process begins when a community member calls 211info to request a ride to a warming or cooling locations. These locations are chosen by the City of Portland and Multnomah County and may include overnight severe weather shelters, day-only severe weather shelters, libraries, community centers, splash pads, pools, etc. When a 211info Operator answers the phone, they will make sure the person is in the geographic area served by this program, ask questions about their transportation needs, and if other transportation options are not available for the caller, they will fill out a transportation request form. Once the Operator submits the form, the Operator has done their part and will return to answering other calls. The form populates the SmartSheets Transportation Nexus, the main spreadsheet from which NET Dispatchers work. When the form is submitted, a new row appears at the top of the Nexus for that ride. NET Dispatchers review the request, select the closest appropriate warming/cooling location, and coordinate transportation by requesting cabs, Uber, or the Emergency Coordination Center (ECC) Ground Support vehicles.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Severe_Weather_Dispatch&diff=1335 2022-11-04T22:00:03Z

<p>AWestervelt: Created 211/NET Dispatch deployment landing page.</p> <hr /> <div>When severe weather hits Portland, specially trained NETs on our Dispatch team may be deployed to 211info. These NETs assist with coordinating transportation for community members to get from wherever they are to designated shelters.</div>

AWestervelt https://volunteerpdx.net/index.php?title=Main_Page&diff=1334 2022-11-04T21:23:01Z

<p>AWestervelt: Added a main menu item to link to a new page for description and aids for this deployment.</p> <hr /> <div><br /> Nothing to see here. This site is a work in progress.<br /> <br /> <br /> <br /> [[NET Incident Command System (ICS) Forms|NET ICS Forms]]<br /> <br /> [[Basic NET Training Standard Syllabus]]<br /> <br /> [[Damage Assessment Mapping Module|DAMM Tool User Guide]]<br /> <br /> [[Scenario Village]]<br /> <br /> [[Moulage]]<br /> <br /> [[Severe Weather Dispatch]]<br /> <br /> [[PBEM Volunteer Recognition]]<br /> <br /> [[Portland NET In The Media]]<br /> <br /> [[Governing Laws and Codes for NET]]<br /> <br /> [[NET Data Sources]]<br /> <br /> [[Winlink]]<br /> <br /> [[Volunteer Support Functions (VSFs)]]</div>

AWestervelt