Delivered to the 2015 APCO Conference in Washington DC

1. Breakout Session
VIRTUAL OPERATION SUPPORT
TEAMS:
DISPATCHERS OF THE FUTURE?
Mark Spross | Cheryl Bledsoe
9-1-1 Operations & Technical Managers at www.Clackamas911.org
August 16, 2015

2. Presenter Introduction
• Who Are We?
• Where is Clackamas
County?
Covers 1879 Sq Miles
Population: 388K
Call Volume: 280K

3. Presentation Objectives
• Describe Information-Sharing Trends in Emergencies
• Discuss the Current State of 9-1-1
• Look at Virtual Operation Support Teams (as evolving practice)
• Evaluate the Implications for Next Generation 9-1-1

4. How does the public communicate in crisis?
•Call 9-1-1
•Continue Sharing
• Take Pictures
• Stream Video
• Open Up their Online Networks to Chat
Information Sharing Trends

5. PEW Research Center findings:
•87% of U.S. Population is online
•8% of online users in 2005 used social
media to 72% in 2013
•Levels of social media use = high for
people with disabilities
•Use of social media not associated with
income levels
Sources:
Use of Social Media During Public Emergencies by People with Disabilities, John T.
Morris, Western Journal of Emergency Medicine, August 2014
www.internetworldstats.com/am/us.htm, accessed on 7/13/2015
Information Sharing Trends
During Hurricane Sandy

6. Current State of 9-1-1
From This World…
…To This World??? 

7. • FCC Taskforce on Optimal PSAP Architecture
• Standards: Under Development via APCO & NENA
• FirstNet: Public Safety Broadband at the National
Level
• ESInet: IP Networks being build at State Level
• Text-2-911: Adoption Underway at Local PSAPs
• Social Media & Mobile Applications ~ Already in use by
residents & public safety agencies
Current State of 9-1-1

8. Result for 9-1-1?
Potential for
Mountains of
Incoming Data
Current State of 9-1-1

9. • Evolving Capability, birthed in the Emergency
Management community in March 2011
• Local concept of using teams of trusted volunteers
to data mine, based on tasks required/requested by
Incident Command Entities
– Incident Command Posts (ICP)
– Public Information Officers / Joint Info Centers (PIO / JIC)
– Emergency Operations Centers (EOC)
Virtual Operation Support Teams (VOST)

10. • United States
(in 32 states)
• New Zealand
• Australia
• Canada
• Europe (England, France,
Germany, Norway, Spain)
• Central America (Panama)
Where Are VOST Teams Currently?

11. Tasked
•Information finding
•Spot Trends
•Information dissemination
Autonomous
•Monitoring public voice
•Amplifying official message
• Monitor
• Curate
• Amplify
How do VOST Teams assist EM Agencies?

12. Wildfire:
Slower Evolving Missions
Develop Incident Presence
Disseminate & Amplify
Often in Rural Communities
Dynamic Incidents: (Tornadoes | Severe Weather)
Find unaddressed concerns | Unable to call 9-1-1
Assess & Gather Damage Assessment
Law Enforcement:
Intelligence | Monitoring
Training | Exercise:
Practice, Practice, Practice

13. Role of 9-1-1 Telecommunicator: Pass-Through or Analyst?
– Liability Issues, Accompanying Validation/Verification Activities
Are Voice & Data Mining Inputs Compatible to Manage in Multi-tasking
Environment?
– Span of control for Technologies, Programs, Activity Sources
Expectations of our Emergency Response Community & Public
– Responders: Different needs, experiences with tech, desire for information
– Public: Concerns about “Big Brother”
Implications for Next Gen 9-1-1

14. Culture Change Required Among Current Staff
– Anticipate Union Issues Over Changing Work Sets
– Training Program Changes Required
– Differences in Critical Incident Stress Management
HR Perspective: Need to Evaluate Skill Sets Required for
Future Data-Based Communicators?
– Researcher, Digital Platform Learners, Investigators,
Curious, Focused
Technology Changes
– Managing Archive & Storage issues for multi-media
communications
– Records Retention Guidelines Evolving
Implications for Next Gen 9-1-1

15. • Pay Attention to the Impact of Social Media on
Emergency Response
• Observe how the public is using social technologies in
order to communicate with each other to stay informed of
community expectations.
• Actively Participate in the Conversations Occurring in
Public Safety and the Community regarding the future.
• Ask Questions!
What Can You Do Now to Prepare?

16. Questions?
Thank you for participating!
Session evaluations will be available in the Attendee Service
Center on August 21st
Did you scan your badge? This session counts for 1 CEU credit
and also helps APCO develop education for YOU.

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