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Welcome to the 2008 CAER Line Training Workshop

Welcome to the 2008 CAER Line Training Workshop. Sponsored by the East Harris County Manufacturers Association. www.ehcma.org. www.ehcma.org. 2008 CAER Line User’s Guide. Fill in Name, Organization & Telephone Page numbers and Date in footer See the new “Quick Guide” on Page 4

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Welcome to the 2008 CAER Line Training Workshop

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  1. Welcome to the2008 CAER LineTraining Workshop

  2. Sponsored by theEast Harris CountyManufacturers Association www.ehcma.org

  3. www.ehcma.org

  4. 2008 CAER Line User’s Guide • Fill in Name, Organization & Telephone • Page numbers and Date in footer • See the new “Quick Guide” on Page 4 • We’ll cover the new changes later today • Incorporate into your Emergency Plan • Have ready for quick reference by Users

  5. Purpose and History – page 5 • CAER Line established in 1986by EHCMAas a free public service • CAER is an acronym for “Community Awareness and Emergency Response” • Call 281-476-CAER (2237) or CARE (2273) • Or you can also call 1-866-545-9505 toll-free to listen to the public CAER Line

  6. Purpose and History – page 5 • Purpose: quickly provide accurate info • Emergency or non-emergency (general info) • On-site facility incidents • Off-site transportation incidents • Plants and Agencies can post messages • Can hear messages in English or Spanish • Can report odors to EHCMA Odor Network

  7. Purpose and History – page 5 • In 1986, Dow Chemical operated CAER Line • In 2002, FirstCall Network replaced Dow

  8. History and Purpose – page 4 • In 1986, Dow Chemical operated CAER Line • In 2002, FirstCall Network replaced Dow • Stand-alone, dedicated CAER Line computer • Up to 400 incoming lines during emergency • Fiber optic phone cables from 2 directions • UPS backup and natural gas generator • Data sync with two backup sites • Operator on duty and Technical Support

  9. Purpose and History – page 5 FirstCall 24/7 Technical Support: 800-653-9232 E-mail: matt@firstcall.net

  10. Purpose and History – page 5 EHCMA’s Administrative Assistant: • Maintains the CAER Line database • Primary, Alternate, and 24-hour contacts • Processes new Applications • Issues new User ID and PIN numbers • If you forget your User ID and PIN number • Call or e-mail during regular business hours

  11. Purpose and History – page 5 EHCMA’s Carol Harman 281-334-9091 E-mail: info@ehcma.org

  12. Purpose and History – page 6 Changes effective January 1, 2009: • User Access Line: toll-free 1-866-545-9504 • Local User Access Line (713-246-0301)will be discontinued • New 4-digit company or agency User ID, then your present 4-digit PIN number • New User ID issued in your envelope

  13. Purpose and History – page 6 Changes effective January 1, 2009: • Listen to Training System messages by calling toll-free 1-866-545-9506 • Local Training System (713-246-0177)will be discontinued • Public can still call local CAER Line numbers (281-476-2237 or 281-476-2273) to listen to your CAER Line messages: NO CHANGE!

  14. CAER Line Wallet Card • Fill in your new User ID • Fill in your PIN Number • Laminate for wallet, purse, or badge lanyard • Give a Wallet Card to each User you train between now and January 1, 2009 • Pick up as many Wallet Cards as you need or download cards from EHCMA website

  15. CAER Line Training • Practice on CAER Line Training System: • Call User Access Line (1-866-545-9504) • Enter your PIN Number, then Pound (#) key • Press 3 for the CAER Line Training System • Enter your new User ID, then Pound (#) key • Enter your PIN, then Pound (#) key • Practice writing, recording, deleting messages

  16. Active CAER Line • Active CAER Line will only require a PIN number: no change until January 1, 2009 • After January 1, 2009, Users will be required to enter both new User ID and PIN to access the active CAER Line or the Training System

  17. Training Materials • Visit: www.ehcma.org/caerlineusers • To download copies of: • CAER Line User’s Guide • CAER Line Wallet Cards • CAER Line Application • CAER Line Training PowerPoint Presentation • Any questions?

  18. 15-Minute Goal – page 7 • Incorporate CAER Line procedures into your Emergency Response Plan • Your goal is to record a CAER Line message in less than 15 minutes of the incident occurring at your facility or off-site transportation incident scene • Commit the time, personnel, funding and resources necessary to make it happen

  19. CAER Line Levels – page 7 • Level 1: • Incident confined inside a plant’s boundaries and won’t impact the public • Level 2: • Incident has potential to cross a plant’s boundaries and might impact the public • Level 3: • Incident extends beyond a plant’s boundaries and has or will impact the public

  20. CAER Line Levels – page 7 • NOTE: • An off-site transportation incident is probably a Level 3 incident: • Tanker Truck • Rail Car • Pipeline • Marine vessel • General public won’t understand Levels, so avoid using Levels in your message

  21. Emergency or General? – page 8 • Emergency: • Level 2 or 3 incidents where emergency response actions are underway, involving an explosion, fire, or chemical release producing smoke, fumes, odors or noise that the public can see, smell, or hear, or may require public protective actions (e.g., road closures, evacuation, or shelter-in-place) • Emergency messages are played first

  22. Emergency or General? – page 8 • General Information: • Level 1 or non-emergency incidents such as routine flaring due to maintenance, nuisance odors, siren tests, drills, exercises, or firefighter training that do NOT require public protective actions • General Information messages are played after any Emergency messages

  23. Emergency or General? – page 8 • If there are no Emergency messages, any General Information messages play --without any interruption or other menus • The most recently-recorded message is the first message heard • Callers can fast-forward or skip past any messages by pressing the Star (*) key

  24. CAER Line Notification – page 9 • All Emergency messages are automatically telephoned and re-played to the 24-Hour Contact number at: • All CAER Line member facilities and agencies • City/county offices of emergency management • Police/fire dispatch centers in east Harris County • You must sign-up for this free 24/7 service(See CAER Line Application on Page 34)

  25. Baytown Deer Park Galena Park Harris County Houston Jacinto City La Porte Lakeview/El Lago Pasadena Seabrook Sheldon VFD Shoreacres Taylor Lake Village Texas General Land Office CAER Line Notification Service

  26. CAER Line Notification – page 9 Before the Emergency message: “A new Emergency message has been posted on the CAER Line. It will follow:” After the Emergency message: “To listen to this message again, call the CAER Line at 281-476-2237. To report any technical problems, call FirstCall at 1-800-653-9232.”

  27. CAER Line Notification – page 9 • To prevent accidental activation, a new prompt was added to the User Access Line:“Are you sure you want to record an Emergency message?” • Prompt explains to User how the CAER Line Notification System works • “Press 1 to continue recording an Emergency message, or press 2 to return to the previous Menu” (where User can select General Info)

  28. CAER Line Notification – page 9 • This service is “for information only” • Incident may or may not impact you • Does not replace required notifications • Should not trigger community warning • Plant and agency personnel who answer the 24-Hour contact number must be trained how to route “CAER Line Notification Service” calls to your plant/agency management

  29. CAER Line Notification – page 9 • Do not call 9-1-1 to ask for more info • Do not call the Facility to ask for more info • They’ll be busy handling the emergency • Do not call EHCMA or FirstCall for more info • Call the CAER Line later for any update • Plant must make all required notifications

  30. Spanish Translation of Emergency Messages - page 9 • All Emergency messages posted on the CAER Line are translated into Spanish by interpreters at Language Line Services • A bilingual English/Spanish message is posted on Spanish category of CAER Line by FirstCall Network -- within 15 minutes • EHCMA pays the cost of translating and posting the Emergency message in Spanish

  31. Spanish Translation of Emergency Messages - page 9 • Non-emergency or General Information messages are not translated into Spanish • Facilities and agencies can use their own bilingual personnel to write and record General Information messages by using procedures on pages 24-25 • See “Preferred Spanish Translations” on page 26

  32. Flow Chart – page 10 • Shorter, faster menu: only 3 choices -- English messages, Odor Network, or Spanish messages • Emergency messages play first, then General Information messages play next • Press Star (*) key to fast forward or skip past any message • Community Warning and SIP info available after the messages

  33. Odor Network – page 11 • Voluntary effort by industry to identify and eliminate industrial odors • Provides citizens and industry with quick method to alert companies about odor complaints in their area • Call the CAER Line (281-476-CAER) and press 2 to report an odor to the EHCMA Odor Network

  34. Odor Network – page 11 • Does not replace regulatory reporting of spills or releases • Citizens can report odors directly to regulatory agencies • EHCMA will route all citizen odor complaints to Harris County Environmental Public Health for investigation

  35. Dispatch Centers • Baytown (West): ExxonMobil • Baytown (North): Chevron Phillips • Baytown (East): Bayer • Bayport: Celanese - Clear Lake • Deer Park: Rohm and Haas Texas • Houston: LyondellBasell Houston Refining

  36. Dispatch Centers • North Channel Zone 1: J. Haltermann • North Channel Zone 2: Arkema - Houston • North Channel Zone 3: LyondellBasell • North Channel Zone 4: Arkema - Crosby • Northern La Porte: Total Petrochemicals • Pasadena: Chevron Phillips

  37. Odor Network – page 11 • 24-hour Dispatch Center in each EHCMA Outreach Area or Zone • Dispatch fills out “Odor Report” form • Faxes report to Zone or Area plants • Identifies source of odor within 2 hours • Source calls person who reported odor • Source posts message on CAER Line

  38. Odor Network – page 12 • If odor is NOT identified (or if odor is NOT an industrial source), Dispatch Center will callback the Caller • Odor Committee maintains database of odor complaints and response times by EHCMA member companies • Drills at 10am on 1st Wednesday of each month; each Dispatch Center drills at least twice per year

  39. Writing A Message – page 13 • Pre-develop your own CAER Line message templates based on: • CECC Handbook script on page 14 • Sample messages on pages 15-19 • Don’t try to ad-lib a message “on the fly” • Media can broadcast your message • CAC/CAP and LEPC may ask details • Clear, complete, and consistent info

  40. Sample Fill-In-The-Blank Script • Designed for use by both Industry and Responsible Agencies • Uses the CECC’s Courtesy, Watch, and Warning message terminology • Defines Watch or Warning boundaries • Explains how to Shelter In Place • Explains what “All Clear” means • For more information

  41. Writing A Message – page 15 • Sample “General Information” messages: • Odor (page 15) • Flaring (page 16) • Level 1 Incident (page 17) • Sample “Emergency” message: • Level 2 or 3 Incident (pages 18-19)

  42. Note – page 19 During a major incident: • All 400 incoming lines may ring busy • Local phone exchange may over-load • Local OEM may use automated telephone notification systems • Record and update the CAER Line, but encourage the public to listen to local radio and TV for more information

  43. User Access Line – page 20 • Flow Chart on pages 20-21 • Step-by-step directions on pages 22-23 • Yellow wallet card summarizes directions • Call User Access Line toll-free at 1-866-545-9504 • Enter User ID, then the Pound (#) key • Enter PIN Number, then the Pound (#) key • After 3 bad PIN numbers, system will hang up

  44. User Access Line – page 20 • Follow along Flow Chart on pages 20-21 or Step-by-Step on pages 22-23

  45. Suggestions – page 23 • Delete your old messages before recording an updated message • Post your initial message for four hours; delete it later if incident ends earlier • Always call the CAER Line to make sure your message has been posted • Post your final message to expire at least one hour after next local TV newscast.

  46. Spanish Messages – page 24 • All Emergency messages are translated into Spanish and then posted on the Spanish category of the CAER Line • Each agency or plant decides whether or not to record General Information or non-emergency messages in Spanish • Consider Hispanic demographics of community and employee/contractors

  47. Spanish Messages • Use your own Bilingual staff – Pages 24-25 • Preferred Spanish Translations of common industry terms – Page 26

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