Army Emergency Management Program - Federation of American ...

status of evacuees, casualties, and fatalities. Establishment of this hotline and the associated call center requires preincident
coordination with DHR, DFMWR Army community service, installation public affairs office, MTF, and the
identified casualty assistance calls officers (CACOs) supporting the installation. The call center is a task-organized
resource using available infrastructure and may be a shared resource across multiple installations.
b. Services. The call center should provide the following services tailored to the installation needs and the specific
emergency being addressed:
Status of evacuees, casualties, and fatalities to friends and Family members.
Personnel accountability liaison.
Security services for the physical location.
c. Process. The call center serves as a central coordination point for the provision of information regarding the
status of evacuees, casualties, and fatalities. The call center shall be activated by the installation EOC or as identified in
the installation EM plan through the mass warning and notification system with a team-specific recall group assignment.
Activation will detail when, where, and for how long the team is to be activated (which may be modified by the
installation EOC’s discretion). Upon assembly at the designated call center location, the call center team shall activate
the call center and conduct the initial site setup and organization. Once ready for operation, the team leader shall
contact the installation EOC, which will coordinate the release of EPI with the JIC and initiate a prescripted mass
warning and notification system announcement concerning the call center information line number and hours of
operation. The call center should usually operate on a 24–hour basis during the initial recovery and then phase back to
a standing 12-hour schedule until directed to suspend or transition operations. Shift schedules will be established based
upon 8–12 hour shift assignments depending upon local conditions and availability of personnel. call center reports
shall be submitted to the installation EOC at the end of each shift with a summary of actions completed, issues
requiring resolution, equipment and supply requests unfilled during that shift, and a consolidated summary of number
of personnel calling the information line and receiving assistance. See table 12–5 for detailed information. The
establishment of the call center concept in the installation EM plan early in the preparedness phase allows for extensive
coordination between the service providers (largely public affairs staff, additional duty personnel (CACOs), and
volunteers) and the installation to ensure that all physical, virtual, communications, information technology, utilities,
power generation, and associated requirements are identified and addressed pre-incident. During the recovery phase, the
call center takes a tremendous burden off of the dispatch center, installation EOC, FAC, and public affairs office by
consolidating and centralizing information requests by nonmedia sources.
d. Location and/or infrastructure. The call center shall be located in an existing dual-use facility with adequate
parking, ventilation, and infrastructure, especially phone lines and network access, to support the identified functions.
The call center should have extensive phone line access (inbound lines based upon the local protected populace size
plus a minimum of an EOC line, mass warning and notification broadcast line, personnel accountability staff line, call
center-Family Assistance Center lines, and lines for public affairs and CACO personnel). Wireless internet access is a
requirement. Examples may include conference centers, school classrooms, meeting rooms, training facilities, and
officers/noncommissioned officers’ clubs. See infrastructure requirements in the mass care section above. See table
12–5 for detailed information.
e. Management. The call center is staffed by a mix of assigned public affairs staff, additional duty personnel
(CACOs), and supporting volunteer positions comprising the call center team. The team organization and composition
shall be identified in the installation EM plan, shall be categorized as Category 5 (Mass Care Providers), and shall be
issued appropriate identification regarding their assignment. It is the responsibility of the installation EMWG to ensure
that issues regarding access control and pay/compensation are addressed pre-incident during the preparedness phase.
See table 12–5 for detailed information. The call center Team shall consist of existing personnel and volunteers and
include, at a minimum, the following representation:
Call center team leader.
Shift supervisors (2–3 shifts recommended for 24 hour operations).
Public affairs representative.
CACO representatives.
Evacuation management team liaison.
MTF liaison.
Fatality management/mortuary affairs liaison.
Security and/or law enforcement (site dependent).
f. Equipment. The call center requires adequate workspace, communications capabilities and capacity, and supplies
in order to perform its assigned tasks as detailed in table 12–5.
g. Army resource typing definitions. As detailed in chapter 9, Army installations develop, field, and maintain NIMS
Tier Two assets (defined as local, non-EMAC resources) for their EM program. The below resource typing definitions
are local definitions only and should be frequently socialized with local civil jurisdictions (and host nations). Army
104 DA PAM 525–27 20 September 2012