InfoGram

January 18, 2001

NOTE: This InfoGram will be distributed weekly to provide members of the emergency services sector with news and information concerning the protection of their critical information systems. For further information please contact the U.S. Fire Administration's Critical Infrastructure Protection Information Center at (301) 447-1325 or email at usfacipc@fema.gov

Critical Infrastructure Protection (CIP): "911"

• The emergency services including fire, rescue, EMS, and police are part of the Nation's Critical Infrastructure. Citizen's expect and require delivery of these important government services. Access to these services has been made easier and more efficient by the use of the standard telephone access number 911. When help is needed the caller does not have to look up a telephone number in a directory, 911 is instantly remembered. The call is made and help is on the way. The public has been trained to think 911. What happens if the system malfunctions or is intentionally disabled? Do we have back-up plans in place to handle these possible situations?
• Dan Nelson from Aurora, Illinois submitted that city's procedure for 911 outages. They use a reverse call system that will call all the affected residences in the problem area. First Call Interactive, http://www.firstcall.net/ provides this system. The citizens are provided with an alternate telephone number or other means to contact the appropriate agency. They also utilize the cable television system to alert the community with an audio and text message. The on air media such as radio and television stations can also be used to alert the public to the fact that 911 is not available.
• Steve Collier from Austin, Texas Emergency Management provided the following procedures that are used by his jurisdiction. Amateur radio operators were trained to assist with communications during their preparations for Y2K. They are sent to each fire station and the dispatch center to help with communications in the event of at a 911 outage. The community was also notified that in the event of a telephone outage, they need to go to the closest fire station to request assistance.
• Different systems and procedures can be employed to deal with a 911 outage. There is no one best method of operation. If your jurisdiction has a procedure to handle this type of emergency please forward the information to the CIP office so that we may share it with the rest of the Nation.