Severe Weather Dispatch - Revision history

BruceSchafer: Added a space

2023-03-27T18:41:14Z

Added a space

← Older revision		Revision as of 11:41, 27 March 2023
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	== Can I be a NET Dispatcher? ==		== Can I be a NET Dispatcher? ==
	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.		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.

	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.		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.

AWestervelt: /* Glossary */ correcting

2023-01-11T19:06:17Z

Glossary: correcting

← Older revision		Revision as of 12:06, 11 January 2023
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	* '''ECC''' stands for Emergency Coordination Center		* '''ECC''' stands for Emergency Coordination Center
	* '''GSUL''' stands for Ground Support Unit Lead		* '''GSUL''' stands for Ground Support Unit Lead
	* '''~~TBP~~''' stands for The Portland Building		* '''TPB''' stands for The Portland Building

AWestervelt: clarifying priorities for transport options; special things to look for in transportation requests

2023-01-11T19:04:49Z

clarifying priorities for transport options; special things to look for in transportation requests

← Older revision		Revision as of 12:04, 11 January 2023
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	# 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.		# 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.
	# 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.		# 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.
	# 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 "reasonable amount of time" 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.		# Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances. <u>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.</u> 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). <u>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.</u>
	# 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.		# 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.
	# 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:		# 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:

AWestervelt: noting for readers to find new changes because it's underlined

2023-01-11T18:56:15Z

noting for readers to find new changes because it's underlined

← Older revision		Revision as of 11:56, 11 January 2023
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	== What is Severe Weather Transportation Dispatch? ==		== What is Severe Weather Transportation Dispatch? ==
	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.		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 <u>underlined</u>.)

	__TOC__		__TOC__

AWestervelt: Update for ground support and ride share request priority for dispatchers

2023-01-11T18:54:08Z

Update for ground support and ride share request priority for dispatchers

← Older revision		Revision as of 11:54, 11 January 2023
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	# 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.		# 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.
	# Shelter Map - ''provided in initial briefing email & 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.		# Shelter Map - ''provided in initial briefing email & 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.
	# 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.		# <u>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.</u>

	==== Roles ====		==== Roles ====

AWestervelt: Updating priority of transportation options for dispatchers

2023-01-11T18:51:48Z

Updating priority of transportation options for dispatchers

← Older revision		Revision as of 11:51, 11 January 2023
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	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 "reasonable amount of time" 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:		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 "reasonable amount of time" 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:

	# ~~Taxi cab~~		# <u>ECC Ground Support</u>
	# Ride-share services		# <u>Ride-share services</u>
	# ~~Homeless outreach services~~ (~~if available for this event~~)		## <u>Lyft primary</u>
	# ~~ECC Ground Support~~		## <u>Uber (ADA accessible vehicles, etc.)</u>
			# <u>Taxi cab</u>

	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~~.		<u>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.</u>

	===== Important Exceptions =====		===== Important Exceptions =====

AWestervelt: correcting and clarifying phone number sharing procedure

2023-01-11T18:47:47Z

correcting and clarifying phone number sharing procedure

← Older revision		Revision as of 11:47, 11 January 2023
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	# 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.		# 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.
	# 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.		# 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.
	# 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.		# <u>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.</u>
	# 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.		# 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.
	# Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit.		# Dispatch Nexus Spreadsheet - ''link provided in initial briefing email'' This is the most important tool in your kit.

AWestervelt: grammar and clarity edits

2022-11-07T17:34:16Z

grammar and clarity edits

← Older revision		Revision as of 10:34, 7 November 2022
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	== How Does Transportation Dispatch Work? ==		== How Does Transportation Dispatch Work? ==
	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.		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.

	== Can I be a NET Dispatcher? ==		== Can I be a NET Dispatcher? ==

AWestervelt: answered the can i be a net dispatcher question i ask in the header

2022-11-07T17:31:57Z

answered the can i be a net dispatcher question i ask in the header

← Older revision		Revision as of 10:31, 7 November 2022
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	== Can I be a NET Dispatcher? ==		== Can I be a NET Dispatcher? ==
	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.		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.

	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.		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.

AWestervelt: Added what training during deployment looks like section

2022-11-07T03:23:45Z

Added what training during deployment looks like section

← Older revision		Revision as of 20:23, 6 November 2022
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	== Transportation Dispatch Training and Refresher Materials ==		== Transportation Dispatch Training and Refresher Materials ==
	~~''THIS SECTION IS UNDER CONSTRUCTION.''~~

	~~''PLEASE CHECK BACK SOON OR CONTACT amanda.westervelt@portlandoregon.gov FOR ASSISTANCE.''~~

	Training before your first shift includes:		Training before your first shift includes:

	* Reading the Dispatch Guide		* Reading the Dispatch Guide
	* Watching the Dispatch Training Videos (coming soon!)		* Watching the Dispatch Training Videos (coming soon!)
	* Checking in with your Dispatch Lead with any questions or concerns		* Checking in with your Dispatch Lead with any questions or concerns


			Training during deployment generally includes:

			* If needed, a phone-guided introduction to using Slack,
			* A walkthrough via Slack of all the documents and how they fit together,
			* The opportunity to either
			** Shadow the trainer while they process a real ride request and narrate it for you in Slack, or
			** A step-by-step walkthrough of the process in Slack using a pretend ride request,
			* 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
			* Continued support throughout your deployments from your peers, 211info, and your Dispatch Lead(s).

	=== The Dispatch Guide ===		=== The Dispatch Guide ===