FINGER LAKES COMMUNICATIONS GROUP, INC. EMERGENCY RESTORATION PLAN Emergency Restoration Plan Index Finger Lakes Communications Group, Inc Statement of Purpose .....................................................................................................................1 Preliminary Plan Objectives .........................................................................................................2 Emergency Response Levels .........................................................................................................3 Roles and Responsibilities .............................................................................................................4 Special Circuit Trouble/CO Alarm Call Out .............................................................................5 Procedure, instructions, and personnel to notify for special circuit trouble and CO Alarm. Emergency Internet Contact Numbers ........................................................................................6 Trouble Repair for Internet Access for Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken Emergency Phone Numbers to Be Called Before and After Work is Completed Trumansburg, Ovid, Interlaken .................................................................................................7 Emergency Phone Numbers to be Called Before and After Work is Completed Phelps, Clifton Springs ................................................................................................................8 Emergency Service Contacts, Trumansburg, Ovid, Interlaken ................................................9 Includes AG Comm-GTE TAC, NYSEG, Verizon, Villages, Law Enforcement Emergency Service Contacts, Phelps, Clifton Springs .............................................................10 Includes AG Comm-GTE TAC, NYSEG, Verizon, Villages, Law Enforcement Priority Restorals – Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken .....................11 Critical customer priority restoral list Emergency Contractors for Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken........12 List of contractors for needed repairs for alarms, electric, plumbing, truck repair, etc. Generators ....................................................................................................................................13 Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken : storage locations, fuel type and locations that may be used. Index.1 June 2004 Emergency Restoration Plan Index Finger Lakes Communications Group, Inc (continued) Public Notification .......................................................................................................................14 PSC Notification ...........................................................................................................................15 Instructions on why, how and who to notify in the event of major service interruptions. Communication Division Emergency Plan Motels and Restaurants – Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken ...........16 Suppliers for Equipment and Service - Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken......................................................................................................................................17 Vendors for hardware, battery chargers, Wescom, Port-a-Johns, etc. Repair and Return List ...............................................................................................................18 Vendors for repair/return services.. Directions for Telephone Call to/from Radio ............................................................................19 How to call from your radio and interconnect to the telephone. How to call from your telephone and interconnect to the radio. Pager/Cell Phone Numbers for Phelps, Clifton Springs, Trumansburg, Ovid, Interlaken ..20 Employee Phone Numbers .........................................................................................................21 After Hours and Emergency Phone Numbers ..........................................................................22 Route Maps ...................................................................................................................................23 Route maps for all exchanges. NYSTA Emergency Assistance Handbook ................................................................................24 Technical Support – Central Office Equipment .......................................................................25 Index.2 June 2004 FLCG Preliminary Plan Objectives This Emergency Restoration Plan is to address any type of emergency or major subscriber outage. Outages may be categorized as two (2) basic types: Level 1 and Level 2. The objective of this plan is to efficiently restore service in a cost effective and timely fashion. This objective is true for both Level 1 and Level 2 emergencies. The response is the same for both Level 1 and Level 2 emergencies and restoration for both have the same level of urgency. The only difference is the number and origin of resources used for each type of emergency. Following this introductory section will be a detailed description of the steps that will be taken for these emergencies. 2.1 June 2004 Emergency Response Levels LEVEL ONE A LEVEL ONE Emergency will be declared when 50 to 100 customers have their service affected in any way. It is estimated that all service can be restored within 48 hours. A LEVEL ONE Emergency will also be declared when over 100 customers have their service affected, but can be restored within 8 hours (eg: a cable cut, DCM24, RSU, etc.) LEVEL TWO A LEVEL TWO Emergency will be declared when over 100 customers have their service affected in any way. It is estimated that it will take more than 8 hours to fully restore all service and/or outside forces will be required to restore service. 3.1 June 2004 Roles and Responsibilities Basic Approach 4.2 Command Center 4.4 First Responder 4.5 Incident Commander 4.6 Assistant Incident Commander 4.7 Dispatch In Charge 4.8 All Employees Personnel (by Department) 4.9 Emergency Information Spokesperson 4.10 4.1 June 2004 EMERGENCY RESTORATION OVERVIEW The basic approach to emergency restoration consists of five phases: ASSESS PLAN EXECUTE VERIFY POST MORTEM ASSESSMENT PHASE During the early stages of a major outage, there is typically limited and conflicting data concerning the nature and extent of the outage. The first step, therefore, is to assign individuals or teams of individuals to conduct an assessment of the emergency as quickly and accurately as possible before committing resources to specific tasks. During this phase, the individuals and teams go into the field to observe conditions first hand and report their findings back to the Incident Commander. Their reports are used in the Planning Phase. PLANNING PHASE Armed with better information, the Incident Commander develops a plan to address the emergency in a logical and orderly fashion. During this phase issues such as the following are addressed: Do we need additional resources or can our employees handle the emergency? What type of help is needed (Line Crews, Cable Technicians, Back Hoe Operators, Tree Removal Services, etc)? How much and what materials are required (cable, drop wire, guys, poles, anchors, etc) and where can they be procured quickly? Establish communications with local Power Companies or other utilities if necessary. Establish contact with law enforcement agencies, hospitals, schools, etc. Establish a command center. Activate emergency generators at CO and remote sites 4.2 June 2004 Personnel are assigned to restore service to priority customers first. The remaining area affected by the emergency is segmented by geography or concentration of subscribers. Teams are assigned to these specified service areas to begin restoring service. The restoration proceeds within the designated service areas road by road rather than by responding to individual trouble calls. This is much more efficient because it minimizes travel time within the affected area. EXECUTION PHASE During this phase, service is restored. VERIFICATION PHASE Throughout the restoration process, priority customers are contacted to ensure their service is restored. When feasible, other customers are contacted to ensure their service has also been restored. Once the Emergency has been declared over, the physical plant is inspected to determine if follow up work is required for conditions which may have been missed during the emergency. Examples are guys or anchors needing replacement, low hanging drops, damaged poles, etc. which were not service affecting but require attention. POST MORTEM PHASE Within two weeks of the end of the emergency, managers and team leaders from all departments meet to review the emergency to determine what changes are required to improve our responses to future emergencies. Action items are assigned and the Director of Operations oversees the completion of these items. 4.3 June 2004 COMMAND CENTER The board room of Ontario Telephone Company will act as the Command Center for most emergencies. The following items are required in the Command Center whether it is located in dispatch or some other location: A minimum of three computer terminals able to access the Plant Records and Trouble Ticket Data Bases. Log On capability must be provided so it is not necessary for a dispatch person to be on site to log onto the system. Two way radio capability. Access to a printer, copier, and fax machine. Access to a land line