Version 39 (modified by Nuwan Waidyanatha, 6 years ago) ( diff )




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
Landslide affecting a county road
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

Missing Persons (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 to log the the case
  3. The call center staff selects incident type = missing person
  4. Upon selecting the incident type, the appropriate form with the 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: Mahela Jayathilekke (17 year, 150m) and his friend Anura Sangakkara (17 year, 160m) went hiking. They left home at 9am in the morning. Supposed to return home at 2pm. They haven't called and I cannot get through to their mobile 07654442121. I am worried. They said they were hiking to Kinrinda lake"
  5. Thereafter, the Call Center staff adds the following information in the same form:
    1. Incident = two teenagers missing in Hanttana 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, off-system: over VHF radio (or telephone), to relay the incident; they:
      1. immediately dispatch a SAR team;
      2. share the Commander's name and contact information (if the local SOP says to do so)
      3. confirm the location name
    3. updates the:
      1. location using the location search to auto-draw a polygon (if no pre-defined polygon then will manually draw polygon)
      2. the Commander contact detail
    4. uses the system to 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
  7. Commander:
    1. updates the Ranger Station 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


"Heavy rains has caused a landslide damaging and covering a popular B-52 county road in Badarawella hill-country"

  1. At 5:45am, a vehicle driving on the B-52 county road, unable to pass through, halts at a damaged section
  2. The driver calls the 112 Call Center to report the incident
  3. Call Center staff:
    1. starts a new incident report
    2. selects incident type = "landslide" to initiate the respective incident report form
    3. Then asks the questions:
      1. Q: Who am I speaking with? A: Mr. Anura Thennakoon
      2. Q: How can we contact you? A: 07775552121
      3. Q: Please explain the situation? A: "the road is damaged and is washed off, I am approximately 5km from Bandarawella town on the B-52 road, coming from Nuwaraelliya. I cannot get through. I can also see, approximately 200m away, that the earth has slid on to the road covering it. How can I get to Bandarawella town? I don't have mobile data to search on google maps"
    4. says "please hold on sir while I find you another route"
    5. she completes the following information in the same form:
      1. incident title = landslide on B-52 country road
      2. immediate need = dispatch team to assess situation
    6. Refers to the FAQ in-system CMS: "how to re-route a vehicle?" Instructions indicate:
      1. Opens a Google map (off-system) in your browser
      2. Type the location name in the search box
      3. Look for alternate routes (option - use google direction option)
      4. explain the routing information
    7. Opens the in-system "resource map search" option to:
      1. locate the closest first-response team
      2. identifies a, ICS trained & in-system registered Sarvodaya CERT team, approximately 1.5km from the incident
      3. calls (off-system) on the given contact number 07655551212 requesting to assess the situation
      4. clicks the assign button to assign the resource to the task = assess situation
  4. CERT team:
    1. Off-system, the on call duty person activates the CERT through a phone tree process
    2. Team leader, telephones the Call Center, to identify himself and shares his mobile phone.
  5. Call Center staff:
    1. updates the incident report with the Team Leader's name and contact info in the Incident Commander section
    2. Then informs the EOC Commander to activate the EOC Operations, Planning & Logistics Units to be on standby
  6. EOC Commander:
    1. Logs into SAMRBO (or SAFIRE to be discussed), to alert the On Call Operations, Planning, & Logistics Unit members respType = "prepared"
    2. Asks the Call Center staff to issue a scope = "restricted" alert restriction = "Bandarawella-Landslide-Response" group, respType = "prepare"
  7. Call Center staff:
    1. she clicks on issue alert to:
      1. initiate SAMBRO (off-system from SAFIRE but can be in-system, if integrated) to issues a CUG restricted event type = "geological" event = "landslide" alert
      2. alert responseType = "prepare" and Instructions = Standby and await further instructions, scope = restricted, restriction = Bandarawella-Landslide-Response, description = "At 5:50am a landslide, with heavy damages to the B-52 road was reported. It is approximately 5km from Badarawella town, heading in the direction to Nuwaraelliya"
      3. alert is be received by the District: Disaster Management Center, Police, Health Department, Road Maintenance Authority, Public Transportation, etc, in the Bandarawella area
  8. CUG restricted alert recipients; i.e. members of the Bandarawella-Landslide-Response group :
    1. click on the acknowledge URL to sign-in to SAMBRO and click "confirm" to indicate they have received and understood the message
  9. Call Center staff:
    1. checks the SAMBRO acknowledge list to ensure all important recipients of the groups have received the alert.
  10. Sarvodaya CERT Leader:
    1. activates (off-system) Viber to start the conversation on the designated "Bandarawella-FirstResponse" Viber group channel:
      1. use voice messaging to explain the situation: "there are no inhabitants in the area" and inform the immediate needs: clean up crews and road maintenance crews"
      2. share photos of the situation over (off-system) Viber channel
  11. Call Center staff:
    1. receives the voice messages and photos over the restricted "Bandarawella-FirstResponse" Viber channel
    2. Updates the incident report:
      1. transcribing the Sarvodaya CERT leader's voice reports to text
      2. uploading the Sarvodaya CERT leaders sent photos to SAFIRE Incident Report
      3. demarcating the affected area on map, described by the Sarvodaya CERT Leader
  12. EOC Commander:
    1. Logs into SAMRBO (or SAFIRE to be discussed), to alert the On Call Operations, Planning, & Logistics Unit members respType = "execute", instructions = "report to EOC to resume duties"
    2. Asks the Call Center staff to issue an alert update with scope = "restricted" alert restriction = "Bandarawella-Landslide-Response" group, respType = "execute", instructions = "the event is real and you are expected to execute your response plans"
  13. EOC Operations Unit takes over the incident from the Call Center
  14. District Disaster Management Center Incident Commander:
    1. Arrives on the scene and finds the Sarvodaya CERT Team Leader
    2. Then uses the VHF radio (off-system), to report to the EOC Operations Unit to takeover as Incident Commander
  15. Operations Unit:
    1. Updates the Incident Commander information, by replacing the CERT Leader information with DMC Commander's information
  16. Incident Commander:
    1. Over the VHF channel (off-system) provides an update of the situation and informs the immediate needs
      1. 5 teams with earth moving equipment 2 from either side and 1 on standby
      2. road maintenance authority to assess the road restoration resource requirements
      3. police to setup road blocks and detour traffic from both ends
      4. temporary shelter, water & sanitation, food, and supplies for response teams
  17. Incident Communication person (on-site):
    1. Uses his laptop and SAFIRE to upload photos and information for the EOC to prepare a Sitrep for the media
  18. Planning Unit:
    1. Analyses the immediate needs
    2. updates the incident operations tasks list with required personnel and equipment
  19. Operations Unit:
    1. completes the task of informing the police and road maintenance authorities
    2. informs the district Disaster Management Unit (DMU) to setup temporary shelter, water & sanitation, food, and supplies
    3. they cannot immediately identify of contact earth moving teams, flags for Logistics Unit to handle
  20. Logistics Unit:
    1. uses the Resource Messaging module (future build) to:
      1. procure additional required resources; i.e. the 5 teams with earth moving equipment
      2. two companies respond to the request and they are registered and contracted to carry out the work
    2. use the VHF radios (off-system) to contact the DMU Team Leader to coordinate the logistics of setting up camp
    3. Update the task status = "resources are on the way"
  21. EOC Communication Unit:
    1. coordinate with Incident Communication person to update Sitreps for the media and public
  22. Operations Unit:
    1. communicates with Incident Commander over the coming 2 days to cleanup and restore the road
    2. close the incident

Explosion & Major Fire

"an explosion at a large hazardous material factory; managing fire and casualties"

  1. A large hazardous material factory explosion is reported to the Call Center.
  2. Police, Fire, and Ambulatory Services are dispatched to the scene. The EOC issues a Chemical Biological Radiological Nuclear (CBRN) SMS/Cell Broadcast alert targeting the population in and around the location to evacuate the area. EOC coordinates with CBRN Specialists and First-Responders to contain the incident and continues to update the situation-information.
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