SAFIRE USE CASES

Overview

The page elaborates on the specific use cases and user stories, mainly for the developers and testers.

Use Cases

Call Center manages:

Event scale	#Reports	#Teams	Activities	Example
Small	Single	Single	receives call and initiates an incident report dispatches first-response team and updates event information incident is contained, report is updated, and event is closed	SAR 2 teenagers missing in park
Medium	Single	Multiple	receives call and initiates an incident report dispatches first-response team and updates event information dispatch additional response teams and updates report incident is contained, report is updated, and event is closed	Example 2
Large	Multiple	Multiple	receives call and initiates an incident report dispatches first-response team and updates event information more and more calls are received and incident reports are initiated, Call center alerts EOC Commander and event is taken over by Operations Unit Call center continues to record multiple reports and assigns to the same event	Example 3

Operations Unit manages:

Event	SOP task lists	Resource status	Planning actions	Logistics actions
Common	Defined	Available	NA	NA
Common	Defined	Unavailable	NA	Find new resources and deliver
Uncommon	Undefined	Available	Plan new tasks and required resources	NA
Uncommon	Undefined	Unavailable	Plan new tasks and required resources	Find new resources and deliver

User Stories

Search and Rescue

"Two hikers are reported missing in a national park; managing SAR."

1. A concerned parent, at 6pm, calls the emergency Call Center hotline: 112 to report two missing teenagers
2. The 112 Call Center staff opens a new incident report log to log the the case
3. The call center staff selects event type = missing person
4. Upon selecting the event type, the SOP standard questions are displayed
   1. Q: Who am I speaking with? A: Mrs. Renuka Arambepola (mother)
   2. Q: How can we contact you? A: 01125552121
   3. Q: What is your request? A: "My son and his girl friend, both 17 years old, when hiking at 9am in the morning. They were supposed to return at 2pm. They haven't called and I cannot get through to their mobile 07654442121. I am worried. I think they said they were hikking to Kinrinda lake"
5. Thereafter, the Call Center staff adds the following information in the same form:
   1. Event = two teenagers missing in Yala national park
   2. Immediate need = dispatch a search and rescue team to the area.
6. Call Center staff:
   1. tells the mother that she will call her back.
   2. contacts the Park Ranger's Office to relay the incident; they:
      1. immediately dispatch a SAR team;
      2. share the Commander's name and contact information
      3. confirm the area name
   3. updates the:
      1. location using the geocode to auto-draw a polygon
      2. the Commander contact detail
   4. sends an SMS with the summary and URL of the incident report to the Commander
   5. telephones the mother to inform her that a SAR team has been dispatched and shares the Commanders contact details.
7. Commander:
   1. updates the Call Center every 15 minutes with location and status
   2. after 1.5 hours, the SAR team finds the two teenagers and updates the Call Center with
      1. location and status
      2. health condition = in good health
      3. evacuation plan = hike out, ETA 45 min
8. Call Center staff:
   1. updates the incident report
   2. calls the mother to inform her of the evacuation plan
   3. after the teenagers are back in parent's custody, the case is closed