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pdfEmergency Notification
System Handbook
September 2019
Emergency Notification System Handbook
CONTENTS
List of Figures .............................................................................................................................iii
List of Tables ..............................................................................................................................iii
Chapter 1: Organization................................................................................................................. 1
Purpose....................................................................................................................................... 1
Scope and Applicability.............................................................................................................. 2
Approved Uses ........................................................................................................................... 2
Scope of ENS Activities .............................................................................................................. 2
Authorities and Foundational Documents ............................................................................... 2
Chapter 2: FEMA Operations Center Activities............................................................................. 5
Overview ..................................................................................................................................... 5
Operations .................................................................................................................................. 6
ENS-Administration Team ......................................................................................................... 6
Contact Information ................................................................................................................... 7
Chapter 3: Office of Chief Information Officer Roles and Responsibilities ................................ 9
Enterprise Service Desk ............................................................................................................ 9
Enterprise Network .................................................................................................................... 9
Chapter 4: Components Overview and FEMA Notification Strategy ......................................... 11
DHS Components ..................................................................................................................... 12
FEMA Components .................................................................................................................. 12
FEMA End Users (Contacts)..................................................................................................... 12
Component Activities ........................................................................................................... 12
FEMA Notification Strategy .................................................................................................. 13
MERS Operations Center Description..................................................................................... 13
Regional Watch Center Description ........................................................................................ 13
Training ..................................................................................................................................... 14
Chapter 5: ENS POC Responsibilities ......................................................................................... 15
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Chapter 6: ENS Contacts ............................................................................................................. 19
Roles and Responsibilities ...................................................................................................... 19
Training/Procedures ................................................................................................................ 19
Chapter 7: Policies and Best Practices ...................................................................................... 21
ENS Standards ......................................................................................................................... 21
Best Practices .......................................................................................................................... 23
Chapter 8: ENS Security .............................................................................................................. 25
Overview of ATO and C&A Activities ........................................................................................ 25
Requirements ........................................................................................................................... 25
Chapter 9: ENS Physical Descriptions ........................................................................................ 27
Chapter 10: Summary ................................................................................................................. 29
Appendix A: List of Acronyms ..................................................................................................... A-1
Appendix B: Glossary ..................................................................................................................B-1
Appendix C: FEMA ENS Directive ............................................................................................... C-1
Appendix D: ENS POC and Contact Information ...................................................................... D-1
Appendix E: Request for Activation ............................................................................................ E-1
Appendix F: ENS Rules of Behavior ........................................................................................... F-1
Background ............................................................................................................................. F-4
System-Specific (ENS) Rules Of Behavior ............................................................................. F-4
System Access..................................................................................................................... F-4
Scenario Activation ............................................................................................................. F-5
Passwords and Other Access Control Measures .............................................................. F-5
Administrator/Privileged Accounts .................................................................................... F-5
Data Protection ................................................................................................................... F-5
Use of Government Office Equipment ............................................................................... F-6
Software............................................................................................................................... F-6
Internet and E-mail Use ...................................................................................................... F-6
Telecommuting (Working at Home or at a Satellite Center) ............................................ F-6
Laptop Computers............................................................................................................... F-6
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Incident Reporting ............................................................................................................... F-6
Accountability ...................................................................................................................... F-7
ENS USER ACKNOWLEDGEMENT/SIGNATURE ..................................................................... F-8
Appendix G: Point of Contact Duties for ENS POC Program .................................................... G-1
General Responsibilities ........................................................................................................ G-1
ENS-Admin Team/FOC Responsibilities ............................................................................... G-2
ENS Incoming POC Checklist ................................................................................................ G-3
ENS Outgoing POC Checklist ................................................................................................. G-3
ENS POC Technical Support Procedures .............................................................................. G-4
List of Figures
Figure 1: FEMA Operations Center Emergency Notification System Implementation ............................. 5
Figure 2: Component Relationships ........................................................................................................ 11
Figure 3: Notification Strategy.................................................................................................................. 13
Figure 4: ENS Device Codes ..................................................................................................................... 24
Figure 5: Sample of ENS Directive .......................................................................................................... C-1
Figure 6: Request for Action Form .......................................................................................................... E-2
Figure 7: Cover Page of the FEMA Emergency Notification System Rules of Behavior ........................ F-1
List of Tables
Table 1: ENS POC Responsibilities .......................................................................................................... 15
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CHAPTER 1: ORGANIZATION
Purpose
The purpose of the Emergency Notification System Handbook is to provide a
comprehensive collection of information regarding the proper and effective use of the
Emergency Notification System (ENS). The direction provided in the Emergency Notification
System Handbook should be used to guide operational policy.
The Federal Emergency Management Agency (FEMA) Operations Center (FOC), as executive
agent responsible for directing and managing the ENS, must be prepared to perform alerts,
notifications, warnings, and other similar operations during all threats and emergencies
and be able to effectively resume essential operations if they are interrupted. The FOC
supports FEMA headquarters (HQ) and interagency alerting and notification for disaster
response and continuity of operations. In addition, ENS is available for use by regional
watch centers (RWC) and Mobile Emergency Response Support (MERS) operations centers
(MOC) to support notification within their areas of responsibility. The Department of
Homeland Security (DHS) HQ and other DHS components also use ENS to varying degrees
to notify their teams and personnel. The Emergency Notification System Handbook
provides overall DHS organizational program guidance for the ENS to help these
organizations perform their operational duties as efficiently as possible.
Effective notification is simply a “good business practice,” part of the fundamental mission
of agencies as responsible and reliable public institutions. Today’s changing threat
environment and recent emergencies, including localized acts of nature, accidents,
technological emergencies, and military- or terrorist attack-related incidents, have
increased the need for emergency alert and notification capabilities and an effective ENS
that enables agencies to continue their essential functions across a broad spectrum of
emergencies.
The following ENS objectives have been established for all DHS components, as defined in
the DHS Continuity of Operations (COOP) plan:
•
•
•
•
•
Ensure the continuous performance of the component’s essential
functions/operations during an emergency.
Protect essential facilities, equipment, vital records, and other assets.
Reduce or mitigate disruptions to operations.
Reduce loss of life, minimizing damage and losses.
Ensure a timely and orderly recovery from an emergency and resumption of full
service to customers.
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Scope and Applicability
ENS is capable of sending notifications to individuals and groups as defined by each DHS
operational program to support alerting requirements. The messages are intended to be
critical in nature but may also be sent for testing critical notification processes. All
messages are sent to personnel via documented communication devices (i.e., home
telephone, work telephone, mobile telephone, short message service [SMS]/text
messaging, and email). The guidance provided in the Emergency Notification System
Handbook is applicable to all DHS organizational components and FEMA elements, as
required.
Approved Uses
ENS consists of multiple redundant platforms and robust telecommunications and network
resources; however, system capacity is not unlimited. For this reason, ENS use should be
reserved for its intended purposes of disaster response support and continuity of
operations. Use for routine administrative notifications of a nonemergency nature or for
logistics management should be avoided. ENS is not functionally designed for use as a
personnel accountability system and, unless unusual circumstances exist, should not
normally be used for this purpose. Employee notices and human resource-oriented
information should also be distributed using other systems. In addition, while notifications
are delivered to interagency disaster response and continuity partners, activation of ENS is
reserved for FEMA and DHS operations centers and watches.
Scope of ENS Activities
ENS has become a very valuable tool for emergency management within FEMA. As noted in
other sections of the Emergency Notification System Handbook, there are several other
DHS components that use the FEMA-owned and -managed ENS.
The wide customer base also includes a variety of operational objectives. This means that
all must all share this resource and manage it in such a manner that it will not negatively
affect the operational missions. Therefore, all must recognize the level of cooperation,
participation, and compliance required to maintain this critical success.
Authorities and Foundational Documents
•
•
•
Executive Order 12656, Assignment of Emergency Preparedness Responsibilities
Federal Executive Branch National Continuity Program and Requirements (October
2012)
National Security Presidential Directive (NSPD)-51/Homeland Security Presidential
Directive (HSPD)-20: National Continuity Policy
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•
•
•
•
Federal Continuity Directive 1: Federal Executive Branch National Continuity Program
and Requirements
FEMA Directive 262-3, Web 2.0 Policy
FEMA Directive 262-3 ENS Directive, 2019
FEMA P-1001, FEMA Watch Guide (January 2019)
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CHAPTER 2: FEMA OPERATIONS CENTER
ACTIVITIES
Overview
FEMA’s Response Directorate, specifically the FOC, has been designated as DHS’ executive
agent for oversight and management of the ENS. The FEMA Alternate Operations Center
East (FAOC-E) in Thomasville, GA, and the FEMA Alternate Operations Center West (FAOCW) in Denver, CO, will serve in a backup capacity to the FOC for all ENS and other
operational requirements. Inherent in this role is the responsibility to formulate guidance
for all DHS components to use in developing viable, executable ENS policies (such as data,
groups, contacts, and scenario policies) to facilitate orientation and training, as
appropriate, and to oversee and assess the operation of the ENS to support disaster
response and critical continuity programs.
The FOC is also the activation point for FEMA HQ-based disaster response teams and for
FEMA and interagency continuity notifications. Requests for FOC support for other types of
notification support or for use of ENS should be vetted through FEMA’s Response
Directorate and Operations Division. Figure 1 shows the implementation of the ENS at the
FOC.
Figure 1: FEMA Operations Center Emergency Notification System Implementation
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Operations
The ENS has internal security safeguards, which are managed by the FOC ENSAdministration (ENS-Admin) team. Additionally, the ENS is a component of FEMA’s
information technology (IT) infrastructure, which is managed by the FEMA Office of the
Chief Information Officer (OCIO). Responsibility for maintaining a secure environment is the
dual requirement of the FOC and FEMA IT and is a responsibility of every ENS user.
Specific instructions for the ENS components, such as messages, scenarios, and other
features, are documented in the ENS Standard Operating Procedures, and are available to
authorized system users who request them.
DHS is committed to a rapid response and recovery for all of its organizational components
in the event of an emergency or threat to national security. The decision to activate the ENS
will be made by the appropriate authorizing official for each supported program or team. If
an emergency affects an individual DHS component, the leadership of that component can
make the decision to activate their individual scenarios in accordance with established
ENS procedures and component policies. The Secretary of Homeland Security or his/her
designee can direct activation of scenarios for all DHS components. The operations center
performing the actual ENS activation will verify that the requesting official has the required
authority.
ENS-Administration Team
An ENS-Admin team has been developed to ensure that system administration and
maintenance are performed in a standardized method. As expansion of ENS continues, the
roles and responsibilities of ENS-Admin team members will also expand. Contact
information for the ENS-Admin team members is in Appendix D: ENS POC Contact and
Information.
The ENS-Admin team is the authority for all ENS technical matters. The ENS-Admin team
administers and maintains the ENS servers, hardware, and software and performs
operational management and policy development.
Because of the large number of programs using ENS, the ENS-Admin team provides
training and system credentials to DHS and FEMA program points of contact (POC) so that
they can manage their program’s ENS contacts and groups. End users should contact their
respective POCs for questions, issues, support, etc. Only POCs should contact the ENSAdmin team if they have issues they are unable to resolve.
The ENS-Admin team will assist POCs and other operations centers to refine scenarios
toward their specific mission requirements. This may include group, contact, and scenario
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creation. This effort may also involve developing tests for the individual groups and
assistance with follow-up reporting. The ENS-Admin team will also coordinate these efforts
with the FOC operations teams prior to implementation.
Contact Information
•
•
•
Email: [email protected]
ENS SharePoint site:
https://intranet.fema.net/org/orr/collab/response/omd/rcb/foc/ens/Pages/default.
aspx
FOC Intranet site:
https://intranet.fema.net/org/orr/response/foc/Pages/default.aspx
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CHAPTER 3: OFFICE OF CHIEF INFORMATION
OFFICER ROLES AND RESPONSIBILITIES
Enterprise Service Desk
The Enterprise Service Desk (ESD), FEMA’s technical support element, serves as the 24hour POC for ENS technical support. Although ESD is the first point of contact for ENS
users, it does not generally have the ability to provide support or guidance regarding issues
related to the system, specifically. The ESD can, however, notify the ENS-Admin team about
the problem and relay the associated information received from the component POC. This
procedure enables after-hours logging of ENS issues.
Users should also address system issues with their program’s ENS POC and should not
contact the ESD directly. POCs can provide training and assistance to end users, or, when
necessary, the POC may contact the ENS-Admin team or ESD for support. Chapter 5: ENS
POC Responsibilities provides details regarding POC responsibilities.
Enterprise Network
The ENS relies on the DHS/FEMA enterprise network for connectivity. The ENS-Admin team
must coordinate with the OCIO and several IT organizations for proper access and
configuration. When these services become unavailable, some or all of the ENS features or
functions may also be unavailable. The network services provided by the OCIO include the
following:
•
•
•
•
•
Telecommunication services for telephone messages;
Microsoft Outlook for email and email qualification;
Data network for account management, application interface, reports, and database
management;
Firewalls and other security devices; and
Personal Identity Verification (PIV) authentication (Security Assertion Mark-up
Language [SAML]).
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CHAPTER 4: COMPONENTS OVERVIEW AND FEMA
NOTIFICATION STRATEGY
In order to manage contact data and provide assistance to component users, each
component will designate a POC, who will assign and manage administrator rights for
his/her respective component. This will ensure maximum efficiency of administration and
operation for the 15,000-plus contacts. Further, each component should comply with the
guidance established within the Emergency Notification System Handbook.
Figure 2 shows the relationship among these components.
Figure 2: Component Relationships
As shown in Figure 2, there are three classes of ENS users, as defined next.
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DHS Components
DHS components must comply with all ENS, DHS, and individual component IT systems
policies and procedures. Each component has designated one or more POCs, who will
manage ENS data within their respective components. DHS components include the
following:
•
•
•
DHS HQ
Federal Law Enforcement Training Center (FLETC)
U.S. Customs and Immigration Service (USCIS)
FEMA Components
FEMA regions, directorates, branches, the Mount Weather Emergency Operations Center
(MWEOC), and emergency teams are examples of FEMA components. These components
have assigned a POC to manage their respective information within ENS. In addition, each
FEMA component is served by a 24/7 operations or watch function, with responsibility for
activating scenarios (generating notifications) for that component. These elements and
POCs must comply with all ENS, FEMA, and DHS IT systems policies and procedures.
FEMA End Users (Contacts)
FEMA end users are all employees who receive a notification from ENS or log into ENS to
manage their contact information. All FEMA users must comply with all ENS, FEMA, and
DHS IT systems policies and procedures.
Component Activities
ENS usage rules and policies generally apply to all users; however, these may be modified
to conform to the situation and component policies. For example, FEMA-specific
requirements will not apply to other DHS components. All DHS organizational components
must be prepared to activate and manage scenarios and all other data related to their
respective operational requirements.
Component ENS activities must be coordinated through the FOC/ENS-Admin team using
established operational guidelines. To assist with this, all DHS components must become
familiar with the guidance provided in the Emergency Notification System Handbook.
Each DHS component will provide rosters and scenario requirements to the FOC/ENSAdmin team and then periodically update them, as directed, in addition to notifying the
FOC/ENS-Admin team of personnel changes within its component.
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FEMA Notification Strategy
Notification scenarios within FEMA are activated by FEMA’s network of operations centers
in response to specific events, as directed by checklists or standard operating procedures.
Checklists may prompt the activation of scenarios directly or they may have steps that first
involve contacting decision makers who can direct various activations or other
notifications. In addition, program managers or POCs may contact their supporting
operations center to request activation of specific scenarios for tests or exercises or during
real-world events. In general, the FOC activates specific scenarios for FEMA HQ teams and
programs and for the MWEOC. MOCs or RWCs activate specific scenarios for their regions
and areas of responsibility (AOR).
Field Operations
Centers (FOC)
Headquarters
(HQ) FEMA
National Urban
Search & Rescue
(N-US&R)
MERS Operations
Centers (MOC)
Mount Weather
Emergency
Operations Center
(MWEOC)
Regional Watch
Centers (RWC)
Regional Area of
Responsibility
(AOR)
Figure 3: Notification Strategy
As shown in Figure 3, for FEMA-wide notifications the FOC will notify FEMA HQ elements
and the National Urban Search and Rescue (US&R) teams and will direct the MOCs and
RWCs to disseminate notifications regionally. The MOCs and RWCs will subsequently notify
US&R teams within their regional areas of responsibility, as required.
MERS Operations Center Description
MOCs activate on behalf of one or both of the regions that their detachments support.
MOCs are the POCs for the US&R teams and activate the US&R teams. MOCs provide Tier 1
support for ENS issues and questions within their area of responsibility.
Regional Watch Center Description
Like the MOCs, RWCs are staffed 24/7 and manage the data and activate scenarios in
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accordance with the FEMA Watch Guide and their regional policies and procedures. The
RWCs can also provide Tier 1 ENS support. A list of regional POCs is in the ENS POC roster
in Appendix D: ENS POC and Contact Information.
Training
A number of training topics and documents can be found on the ENS collaboration site:
https://intranet.fema.net/org/orr/collab/response/omd/rcb/foc/ens/Pages/default.aspx.
Additional training may be available by contacting the ENS-Admin team.
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CHAPTER 5: ENS POC RESPONSIBILITIES
Table 1 lists the responsibilities of each ENS POC.
Table 1: ENS POC Responsibilities
Responsibility / Restrictions
Details
•
This plan must be provided to the ENSAdministrative (ENS-Admin) team.
•
Each component must understand and agree that
system usage during an emergency situation may
warrant a shutdown of test scenarios to proceed with
real-world activations.
•
Members assist individual Points of
Contact (POC) with administrative tasks.
•
Members facilitate support from the ENS-Admin
team.
•
Members allow the FOC to monitor and manage
scenario activations.
•
Most contacts from each program have access to the
FEMA network and can update their own contact
information in ENS.
•
The accuracy of the contact data is the
responsibility of the POC.
Text and speech segments of all
messages must be professional in
nature.
•
Inflammatory language must not be used.
•
Messages should remain as brief as possible.
Include only small attachments in email
messages.
•
The size of these attachments could negatively
affect performance and resources.
•
Each component and its designated POC are
responsible for maintaining and managing their
individual rosters, groups, contacts, etc., as defined
by operational requirements.
•
Only authorized POCs and designated program
personnel may request activation of individual
teams for testing or operational purposes. The
authorized activation requestor must properly
complete the “Request for Activation” form in
Appendix E: Request for Activation and submit it to
the FOC.
Each component must develop its own
internal Emergency Notification System
(ENS) policies and plan for operational use
based on its specific requirements.
Members of the Federal Emergency
Management Agency (FEMA) Operations
Center (FOC)/ENS-Admin team must be
granted administrator rights to all
companies.
Information for non-Department of
Homeland Security (DHS) team members
receiving ENS notifications must be entered
or imported via a DHS POC.
Lists of component POCs must be
provided to the FOC.
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Responsibility / Restrictions
All component POCs must sign the ENS rules
of behavior and are responsible for ensuring
that their users abide by these rules.
Components should limit their
administrative accounts to the extent
that this limitation does not interfere
with the component’s mission.
Messages for profit activity or personal use
or advertising of a product or service or
political messages or to obtain telephone
numbers of individuals or businesses are
strictly prohibited.
No additional software must be installed on
the ENS.
Persons authorized to operate (activate
scenarios) ENS must not reveal how to
activate ENS or broadcast improper or
erroneous information.
•
Details
Refer to Appendix F: Ensures Rules of Behavior.
•
Component-shared accounts are not permitted.
•
The only exception to this would be telephone calls
made to personnel to update their contact information.
•
Installation of software may violate the ENS
warranty and support and maintenance
agreement.
N/A
•
Each component must create a technical
support structure.
POCs and administrators of each
component must attend formal training
conducted by the ENS-Admin team.
The following are example support structures:
o
Tier 1 support will handle common basic
requests, such as changing/adding a
telephone number or resetting a password.
o
Tier 2 support will assist with scenario
creation and activation, group
management, and report reviews.
N/A
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Note: These tasks are not a comprehensive list of support requirements but represent the
types of tasks that may be performed. Each component should carefully review all reports
and other related information before continuing to Tier 3 support.
Appendix G: Point of Contact Duties for ENS POC Program contains specific requirements
regarding the various duties of the POCs. In order to successfully manage and operate the
ENS, these tasks must be accomplished regularly. By incorporating these duties into the
POC’s responsibilities, all users will have a better understanding of the ENS; therefore, a
higher level of notification response will be achieved.
Note: No component or user is authorized to contact the vendor directly for support or for
other questions or issues. All inquiries must be directed to the appropriate POC. POCs may
contact the FOC ENS-Admin team.
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CHAPTER 6: ENS CONTACTS
A contact is a recipient of an ENS alert or notification message. Contacts are considered
the ENS end-user. Each contact has his/her device information loaded into the ENS
database. ENS uses this contact device information to send or receive alerts and
notifications.
Roles and Responsibilities
All contacts must comply with the rules and policies defined in the Emergency Notification
System Handbook.
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•
•
Contacts must know who their POC is and should coordinate with the POC regularly.
Contacts should notify their POC of changes within their contact profile, such as a
change in name, new or updated device contact information, etc.
Contacts are not authorized to request support from the ENS-Admin team, but should
first consult with their POC for questions or support issues.
Training/Procedures
If the secondary or tertiary (FAOC-E/W) systems are used for scenario activation, users will
receive notification via another toll-free telephone number.
All response procedures remain the same. For FEMA contacts, the telephone number for
ENS2 is 877-216- 2044 (FAOC-E); the telephone number for ENS3 is 888-540-2682
(FAOC-W). There is no difference in the activation or call-back sequence. The only
difference end users will see is the telephone number itself.
The ENS relies upon a unique user identification (ID) number to ensure that only authorized
persons are allowed access to the messages contained within it. For FEMA, the user ID is
typically the user’s home telephone number, including the area code; for example: 123456- 7890, followed by the pound (#) sign.
Note: Until “qualified” by the ENS, users will continue to be notified (via phone, e-mail, etc.).
Adherence to the following instructions is the only way to successfully qualify.
Users should review the following steps to become familiar with the notification and
response procedures. Users should pay close attention to Step 5 in order to properly
complete the notification sequence.
1. When contacted via telephone by the ENS, answer in a loud, clear voice or ENS may
assume it has reached an answering machine or fax and will hang up. If notified by
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2.
3.
4.
5.
6.
7.
the ENS, a toll-free telephone number will display to call 800-713-6125 (primary
system ENS1), 877-216-2044 (secondary system ENS2), or 888-540-2682 (tertiary
system ENS3).
Users will be prompted to identify themselves to ENS by entering their user ID
followed by the pound (#) sign.
a. The user ID is typically the contact’s home phone number.
b. The user ID must not contain personally identifiable information (PII) such as
SSN. The use of PII is a security violation, and the contact may be removed
from ENS.
After entering the user ID correctly, a recorded message will deliver information and
instructions relevant to the alert, activation, or notification.
Listen carefully to the message. The last part of the message will state, "Please stay
on the line for further instructions." If the user hangs up at this point, the message
will end and the user will not be qualified. (The ENS will continue to call). Remain on
the line as instructed. The message will state, “Would you like to have the message
repeated? Press 1 for yes and 2 for no.” To acknowledge receipt of the message,
press 2 or press 1 to repeat the message. After pressing 2, the user will then be
qualified and will not be contacted again by the ENS.
Hang up only after the recording states: “Thank you. Goodbye.”
Users may also qualify via email. After receipt of an email qualification message from
ENS, click “Reply,” type “Yes,” and click “Send.”
Users may receive a notification that asks for an estimated time of arrival (ETA). After
the message is delivered, ENS will ask if the user can respond. Press 1 if able to
respond. Instructions will be given to enter the ETA in military time. For example, an
entry of 1300 is 1 p.m. Follow the remaining prompts, as instructed.
Key Points to Remember
•
•
•
•
Respond quickly. Most scenarios last a maximum of 90 minutes.
Accurately enter the user ID.
Listen to the entire message.
Call the POC or local MOC toll-free telephone number if
experiencing problems.
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CHAPTER 7: POLICIES AND BEST PRACTICES
The ENS will be utilized to notify FEMA, DHS personnel, and other related agencies of
emergency situations. These messages will serve as a notification to prompt immediate
action to resolve or mitigate the situation at hand and further communicate the status of
the situation. Operational control and administration of ENS will be the responsibility of the
FOC. The FOC director will guide daily operation of ENS.
Each component will designate a POC, who will assign and manage administrator rights for
his/her respective component. In addition, each component should comply with the
following policies:
ENS Standards
The standards and best practices listed below will help ensure a uniform application of
system processes and procedures. They will help in the administration and maintenance of
ENS as well as assist in proper usage. Please contact the ENS Admins at [email protected] for questions, issues, or to report misuse.
•
•
•
•
•
•
A contact’s Login Name should match their FEMA email address.
A contact’s UserID should be either a 10-digit home phone, or if a home phone is
unavailable use a personal cell phone number.
Include the FOC Communicator Quality Assurance (QA) group in all non-in house test
scenarios. They should be first on the list of groups contacted.
All email messages should include:
o Identify the sending entity (e.g., This is the FEMA Operations Center with an
important message…) and for whom the message is intended (e.g., for the
National Response Coordination Center [NRCC].)
o At the end of the message make sure to include the duration of the scenario
(e.g., This notification will expire 90 minutes from %StartTime% EST.), and
include the %CompanyCallBack% Autotext.
In the voice recorded messages include:
o Identify the sending entity (e.g., This is the FEMA Operations Center with an
important message…) and for whom the message is intended (e.g., for the
NRCC.)
o At the end of the recorded message state: “Please stay on the line for further
instructions.”
Clean up only your messages and copied scenarios within a day after they are
activated, unless directed otherwise by the ENS-Admin team.
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•
•
•
•
•
•
•
•
•
•
•
•
•
Clean up reports only you generate within the day you have pulled them from ENS.
Remove individuals upon their departure from FEMA. Leaving them in the system is a
security issue, and they may still be contacted by the system.
Utilize the custom fields “Notes” and “Position” for other contact information or an
individual’s title.
Do not list a call center or common phone number for a contact’s device. This will
create confusion during an activation as the system will be looking for different
UserIDs.
The Secondary (ENS2) and Tertiary (ENS3) systems are not to be utilized unless
directed otherwise by the ENS-Admin team or the FOC. During emergency situations
you may be directed to utilize either.
Adhere to the ENS testing period schedule, unless directed otherwise:
o ENS 2 – Every Wednesday from 0800 to 1500
o ENS 3 – Every Thursday from 0800 to 1500
When activating a scenario:
o Verify the volume of the voice recording is audible.
o Double check the message to make sure it is accurate.
o If there is a problem (incorrect message, wrong email attachment, etc.) stop
the scenario immediately and correct the issue. If it is a system issue, alert
the ENS-Admin team.
Create an in-house test scenario for testing purposes. Do not create instant
activations for the purposes of testing the program.
Stay within your set 3-digit scenario range. Do not deviate from that range as it will
create confusion amongst others utilizing the system.
Do not check the box “Send selected Voice message as an email attachment” when
assigning messages to a scenario.
Do not contact the vendor for anything related to the FEMA ENS. Only ENS-Admin
team should be notified of an issue ([email protected]).
Do not assign administrator rights without prior authorization from the ENS-Admin
team. See ENS Admin Checklist and Rules of Behavior.
Personally Identifiable Information (PII)
o All use of PII data within ENS is strictly confined to emergency alerting,
warning, notification, and official informational purposes only.
o ENS PII data must NOT be shared either internally or externally to the agency.
o All ENS PII data must be protected to the greatest extent possible by the
operating office.
o Misuse of PII data must be immediately reported to [email protected].
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Best Practices
•
•
•
•
•
•
•
•
•
Utilize the email qualification method. Begin the device notification order with ED3
(email, delay three [3] minutes) to allow contacts time to reply. This allows more
available phone lines since many contacts qualify by email.
Create template scenarios on ENS for known events (Disaster Declarations, Incident
Management Assistance Team [IMAT], Emergency Relocation Group [ERG], etc.), and
create a general notification scenario for other events.
Copy the template using copy scenario and rename it to reflect the event. Templates
and instant activations are not for normal use.
Use the following naming convention when working with a copied scenario in ENS: <
3-digit number series > < name of location activating scenario > < name of event > <
initials of the individual who built the scenario > . For example: 000 FOC Disaster
Declaration DLH . This is not required for in house test scenarios.
Also, when using a copied scenario have the scenario ID reflect the date and time the
scenario will be activated. This allows for awareness on the scenario, as well as an
idea of when the scenario can be cleaned up. For example, a copied scenario that is
to be activated on August 13, 2012 at 8:36pm would look like 101320122036.
In an effort to recognize which activations are coming up, we recommend you use the
first number in your number set. For instance, Thomasville is 100-199, so they
should use 100 when activating copied scenarios.
Use the same naming convention on the messages for a scenario. This will allow for
easier recognition of the messages for clean-up.
Utilize dynamic groups for long-term use, and static groups for one-time activations
where a dynamic group will not suffice.
Create voice messages for scenarios rather than using text to speech, if capable. This
is easier to generate and much easier to understand when the message is sent out.
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Figure 4 shows the ENS device codes.
Figure 4: ENS Device Codes
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CHAPTER 8: ENS SECURITY
Overview of ATO and C&A Activities
The ENS-Admin team is responsible for maintaining the ENS authority to operate (ATO) as
required by the Federal Information Security Management Act (FISMA). However, every
ENS user is responsible for compliance with all DHS/FEMA security requirements.
The ENS-Admin team has completed all the necessary FISMA requirements. The ENS is
fully compliant with all certification and accreditation (C&A) mandates and has a valid ATO.
Requirements
ENS is approved for unclassified information only. In addition, personal contact
information in ENS is to be used for notification purposes only. ENS should not be used as
a “phonebook” and numbers should not be shared or copied to other documents. All ENS
security concerns or issues must be immediately reported to the ENS-Admin team. Every
user is responsible for protecting ENS data. This means compliance with all security
requirements and maintaining a high security posture is important.
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CHAPTER 9: ENS PHYSICAL DESCRIPTIONS
The FEMA ENS located within the FOC at MWEOC serves as the primary system. The critical
data is replicated to a secondary system located in the FAOC-E in Thomasville, GA, and a
tertiary system in Denver, CO (FAOC-W). The FAOCs serve as the backup systems for all FOC
ENS and operational functions and responsibilities.
Data changes are replicated every four (4) hours, and a full replication takes place daily.
When a user logs into the secondary or tertiary systems, the replication is automatically
stopped. Furthermore, changes made to information while in the secondary and/or tertiary
systems will not replicate to the primary system therefore, no data changes should be
made while on these backup systems. The secondary and/or tertiary systems should only
be used for sending notifications.
The advantages of secondary and tertiary systems and the role of the FAOCs are as follows:
•
•
•
Redundancy of data
Load balancing of scenarios
Offsite operators are able to activate scenarios
The use of ENS2 and ENS3 is permitted in the following circumstances:
•
•
•
Every Wednesday from 8 a.m. to 3 p.m.: ENS2;
Every Thursday from 8 a.m. to 3 p.m.: ENS3; and
As directed by the FOC or ENS-Admin team.
Logging onto the backup systems for another reason is not authorized.
ENS1: Primary system (ENS1) (FOC) – Server A: Web server, Server B: Structured Query
Language (SQL) server/controller, three (3) additional nodes that host the T-1 lines.
Primary system line configuration – 400 T-1 lines total.
ENS2: Secondary system (ENS2) (FAOC-E) – Server A: Web server, SQL server, and NITE
XML Toolkit (NXT) controller and four (4) nodes host the T-1 lines. Secondary system line
configuration – 400 lines total.
ENS3: Tertiary system (ENS3) (FAOC-W) – Server A: Web server, Server B: SQL
server/controller, two (2) additional nodes that host the T-1 lines. Tertiary system line
configuration – 400 lines total.
All three systems reside on the FEMA network and use the resources of that network.
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CHAPTER 10: SUMMARY
Each organizational component within DHS must plan for, train, test, and evaluate its ENS
implementation. In order to accomplish this, the direction provided in the Emergency
Notification System Handbook should be used as a guide for operational policy. This policy
must be modified as the operational requirements change.
Each component must take the responsibility of system management very seriously, so
everyone can share in its success.
The ENS will be utilized to notify FEMA, DHS personnel, and other related agencies of
emergency situations and all-hazard notifications according to the National Response
Framework (NRF). These messages will serve as a notification to prompt immediate action
to resolve or mitigate the situation at hand and further communicate the status of the
situation. Operational control and administration of ENS will be the responsibility of the
FOC. The FOC director will direct daily operation of ENS.
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APPENDIX A: LIST OF ACRONYMS
AOR
Area of Responsibility
ATO
Authority To Operate
C&A
Certification and Accreditation
COOP
Continuity of Operations
DHS
Department of Homeland Security
ENS
Emergency Notification System
ERG
Emergency Relocation Group
ESD
Enterprise Service Desk
ETA
Estimated Time of Arrival
FAOC-E
FEMA Alternate Operations Center East
FAOC-W
FEMA Alternate Operations Center West
FEMA
Federal Emergency Management Agency
FISMA
Federal Information Security Management Act
FLETC
Federal Law Enforcement Training Center
FOC
FEMA Operations Center
HQ
Headquarters
HSPD
Homeland Security Presidential Directive
ID
Identification
IMAT
Incident Management Assistance Team
IT
Information Technology
MERS
Mobile Emergency Response Support
MOC
MERS Operations Center
MWEOC
Mount Weather Emergency Operations Center
NOC
National Operations Center
NRCC
National Response Coordination Center
NRF
National Response Framework
NSPD
National Security Presidential Directive
NXT
NITE XML Toolkit
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OCIO
Office of the Chief Information Officer
PII
Personally Identifiable Information
PIV
Personal Identity Verification
POC
Point of Contact
QA
Quality Assurance
RWC
Regional Watch Center
SAML
Security Assertion Mark-up Language
SMS
Short Message Service
SQL
Structured Query Language
USCIS
U.S. Customs and Immigration Service
US&R
Urban Search and Rescue
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APPENDIX B: GLOSSARY
Activation of the Continuity of Operations (COOP) plan: The activation of the COOP plan is
the initiation of the process of executing the COOP plan.
Company: A company is a separate database for each component. Therefore, each
component’s data is completely separate from all others. However, all companies use the
same collective resources (T-1 lines, etc.)
Continuity of operations (COOP): COOP comprises internal organizational efforts to ensure
that a viable capability exists to continue essential functions across a wide range of
potential emergencies through a notification system and procedures that delineate
essential functions. COOP specifies succession to office and the emergency delegation of
authority, provides for the safekeeping of vital records and databases, identifies alternate
operating facilities, provides for interoperable communications, and validates the capability
through tests, training, and exercises.
Emergency Notification System (ENS): ENS provides alerts, notifications, warnings, and
other similar operations during all hazards, threats, and emergencies to designated FEMA
personnel, DHS employees, detailees, contractors, and employees of other participating
federal, state, and local agencies and non-governmental organizations in the event of a
scheduled exercise or an actual emergency.
ENS contact: An ENS contact is a recipient of an ENS alert or notification message. ENS
contacts are considered the ENS end user. Each ENS contact has his/her device
information loaded into the ENS database. ENS uses this contact device information to
send or receive alerts and notifications.
Enterprise Service Desk (ESD): ESD is FEMA’s technical support element. The ESD may
notify the ENS-Admin team about problems and relay the associated information received
from the component POC.
Executive agent: FEMA is the appointed executive agent for the federal executive branch
for all ENS activities and planning.
FEMA Alternate Operations Centers (FAOC): The FAOC in Thomasville, GA (FAOC-E), hosts
the secondary notification system, and the FAOC in Denver, CO (FAOC-W), hosts the tertiary
notification system.
FEMA Operations Center (FOC): The FOC is located at Mount Weather, VA, and hosts the
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primary notification system and is the ENS owner and steward.
Incident Management Assistance Team (IMAT): IMATs are full-time, rapid-response teams
with dedicated staff who deploy within two (2) hours and arrive at an incident within 12
hours to support the local incident commander. IMATs support the initial establishment of
a unified
command and provide situational awareness for federal and state decision makers crucial
to determining the level and type of immediate federal support that may be required.
Mobile Emergency Response Support (MERS) Operations Centers (MOC): MOCs are the
POCs for and activate the US&R teams. MOCs provide Tier 1 support for ENS issues and
questions within their area of responsibility.
National Operations Center (NOC): NOC is DHS’ primary operations center and is the
operations and coordination central point for DHS.
Non-specific threat: A non-specific threat refers to a threat condition being implemented for
a national declaration.
Point of contact (POC): POCs are the staff designated by the leadership of an organizational
component who would be the main point of contact for all ENS-related issues.
Regional Watch Centers (RWC): RWCs are staffed 24/7 and manage the data and activate
scenarios in accordance with the FEMA Watch Guide and their regional policies and
procedures. The RWCs can also provide the Tier 1 ENS support.
Scenario: A scenario is a saved set of defined parameters used to send messages to
specific devices (email, telephone, or short message service [SMS]/text) that are used by
individuals. These individuals are first assigned to designated groups, and then these
groups are associated with scenario(s).
Specific threat: Specific threat refers to a threat condition being implemented for a specific
region or sector.
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APPENDIX C: FEMA ENS DIRECTIVE
Figure 5 shows an example of an ENS directive. The full text of FEMA Directive 262-3 is on
the following link:
https://intranet.fema.net/org/orr/collab/response/omd/RCB/FOC/ENS/Quick%20Docum
ents/FEMA%20Directive%20262-3%20-%20Emergency%20Notification%20System.pdf
Figure 5: Sample of ENS Directive
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APPENDIX D: ENS POC AND CONTACT
INFORMATION
The following is a link to the POC list:
https://intranet.fema.net/org/orr/collab/response/omd/RCB/FOC/ENS/Lists/ENS%20PO
C%20update/Approval%20grouped.aspx
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APPENDIX E: REQUEST FOR ACTIVATION
Figure 6 is a screenshot of the request for activation form. The complete form is on the
following link:
https://intranet.fema.net/org/orr/collab/response/omd/RCB/FOC/ENS/Quick%20Docum
ents/ENS%20Request%20for%20Activation.pdf
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Figure 6: Request for Action Form
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APPENDIX F: ENS RULES OF BEHAVIOR
Figure 7: Cover Page of the FEMA Emergency Notification System Rules of Behavior
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Document Change History
Version
1.0
Date
January 10, 2011
Description
Initial draft
1.0
January 12, 2011
Deleted general DHS ROB section/updated specific rules
1.0
January 21, 2011
Slight formatting mods.
1.0
February 8, 2011
Added section regarding former employee acct. deletions
1.0
June 14, 2011
Final
1.0
March 27, 2019
Updated
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CONTENTS
1.0 BACKGROUND…………………………………………………………………………………………………………..1
2.0 SYSTEM-SPECIFIC (ENS) RULES OF BEHAVIOR……………………………………………………………1
3.0 ENS USER ACKNOWLEDGEMENT/SIGNATURE……………………………………………………………4
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Background
The DHS general rules of behavior apply to all DHS employees and to all DHS support
contractors. These rules of behavior are consistent with IT security policy and procedures
within DHS Management Directive 4300.1 (Information Technology Systems Security), DHS
Sensitive Systems Policy Directive 4300A, and the DHS 4300A Sensitive Systems
Handbook.
Any person who is in noncompliance with these rules of behavior is subject to penalties and
sanctions, including verbal or written warning, removal of system access for a specific
period of time, reassignment to other duties, criminal or civil prosecution, or termination,
depending on the severity of the violation.
System-Specific (ENS) Rules Of Behavior
In addition to the general rules of behavior regarding DHS systems and IT resources, all
individual components are responsible for developing such rules of behavior for their
systems, and for having all users read and sign them. Emergency Notification System (ENS)
users are also required to read and sign the following rules of behavior agreement, which has
been specifically developed for the ENS by the FEMA Operations Center (FOC).
The FOC is responsible for distributing the ENS Rules of Behavior to all official
component POCs and ensuring their signature. However, it is the responsibility of those
POCs to distribute the document to all other component users of the system, and ensure
strict adherence to the rules on their portion of the system. A hard copy of the signature
page should be retained by the component POC or in the individual’s personnel file for the
duration of their system use.
The authority and requirements for system-specific rules of behavior for major applications,
such as the ENS, are outlined in Appendix III of OMB Circular A-130 and NIST Special
Publication 800-18, Rev. 1, Guide for Developing Security Plans for Federal Information
Systems. The following ENS Rules of Behavior are based on these guidelines. Note that
these rules also pertain to the Net Notify (desktop notification) capability, as well as the entire
ENS system (web application, hardware, network, etc.).
System Access
•
•
I understand that the DHS general Rules of Behavior regarding System Access also
apply to ENS access.
I understand that I have been given specific privileges within ENS as my duties require;
I will not attempt to perform functions within the ENS that are not necessary to fulfill
the functions of my position.
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•
•
If assigned component POC responsibilities, I understand that it is my
responsibility to remove a user in my component/group from the ENS and revoke
their system access once the user is no longer a DHS employee and/or does not
require ENS access (i.e., resignation, dismissal, transfer, etc.).
I understand that system interconnections are strictly forbidden on the ENS unless
written approval is given by the FOC Director and the appropriate authorizing official.
Scenario Activation
•
•
If assigned administrator rights, I will not attempt to change, manipulate, or
activate scenarios unless I am appropriately authorized to do so and such actions
are necessary to the functions of my position.
If assigned administrator rights to edit and/or activate ENS scenarios, I will not create
inappropriate, unnecessary, harmful (financially, safety, security, or otherwise),
bothersome, vulgar, or offensive scenarios/messages, nor will I manipulate existing
scenarios/messages in the aforementioned manner.
Passwords and Other Access Control Measures
•
•
I understand that the DHS general Rules of Behavior regarding Passwords and
Other Access Control Measures also apply to ENS access.
If assigned administrator rights, I will not attempt to change the pre-defined
password requirements for neither my component nor any other within the ENS.
Administrator/Privileged Accounts
•
In order to protect the integrity of the data on my component’s system, I
understand that administrator, privileged, and shared/group accounts should be
limited and should only be created with approval from the component POC.
Data Protection
•
•
•
•
I understand that the DHS general Rules of Behavior regarding Data Protection
also apply to the ENS.
I will actively protect the integrity of not only my component’s data, but also other
component’s data; I will not attempt to access the data of other components.
I will not share personnel contact information, group membership information,
personal pin numbers, or other personally identifiable information (PII) stored in
the ENS with others.
PII – Personally Identifiable Information
o All use of PII data within ENS is strictly confined to emergency alerting,
warning, notification, and official informational purposes only.
o ENS PII data must NOT be shared either internally or externally to the
agency.
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o All ENS PII data must be protected to the greatest extent possible by the
operating office.
o Misuse of PII data must be immediately reported to [email protected].
Use of Government Office Equipment
•
•
I understand that the DHS general Rules of Behavior regarding Use of
Government Office Equipment also apply to the ENS.
I understand that the printing of ENS sensitive but unclassified (SBU) material
(group lists, activation reports, and other documents) should be handled with
care, to ensure that any sensitive data is not revealed to unauthorized
individuals. All printers, faxes, etc. used for these activities should government
owned and used with discretion.
Software
•
•
I understand that the DHS general Rules of Behavior regarding Software also
apply to the ENS.
I agree to comply with all Vesta Communicator (ENS application) software
copyrights and licenses.
Internet and E-mail Use
•
•
I understand that the DHS general Rules of Behavior regarding Internet and Email Use also apply to the ENS.
I understand that I must possess and maintain an active DHS email account in
order to gain and retain access to the ENS.
Telecommuting (Working at Home or at a Satellite Center)
•
•
•
I understand that the DHS general Rules of Behavior regarding Telecommuting
(Working at Home or at a Satellite Center) also apply to the ENS.
I will physically protect any laptops I use to access the ENS.
I understand that remote ENS access can only be performed on a DHS-issued
laptop/computer and through DHS/FEMA network access.
Laptop Computers
•
I understand that the DHS general Rules of Behavior regarding Laptop Computers
also apply to the ENS.
Incident Reporting
•
I understand that the DHS general Rules of Behavior regarding Incident Reporting
also apply to the ENS.
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•
I will promptly report any suspicious activity within the ENS (account sharing,
unauthorized access, inappropriate messages, etc.), and/or any IT security
incidents, whether suspected or confirmed, to the ENS ISSO ([email protected]) and the 24/7 FOC staff ([email protected]).
Accountability
•
•
•
•
I understand that I have no expectation of privacy while using any DHS
equipment and while using DHS Internet or e-mail services.
I understand that my access and activities will be regularly monitored by the FOC
and the ENS ISSO.
I understand that controls are in place to ensure separation of duties, and to
limit the processing privileges of individuals.
I understand that I will be held accountable for my actions while accessing the
ENS.
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ENS USER ACKNOWLEDGEMENT/SIGNATURE
Acknowledgment Statement
I acknowledge that I have read, understand, and I will comply with the Emergency
Notification System (ENS) rules of behavior. I understand that failure to comply with these
rules could result in verbal or written warning, demotion of ENS privilege level, removal of
system access, reassignment to other duties (component discretion), criminal or civil
prosecution, or termination.
Name of User (printed): _______________________________________________________
User’s Phone Number: ________________________________________________________
User’s E-mail Address: ________________________________________________________
DHS Component: ____________________________________________________________
Location or Address: _________________________________________________________
ENS Supervisor/POC:_________________________________________________________
Supervisor’s Phone Number: __________________________________________________
User’s Signature
Date
** A hard copy of this page should be retained by the component POC or within each
individual user’s personnel file. **
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APPENDIX G: POINT OF CONTACT DUTIES FOR
ENS POC PROGRAM
General Responsibilities
•
•
Designate a 2- to 3-day period quarterly to activate tests of the Point of Contacts’
(POC) groups and teams.
o There should be no activations for tests at another time.
o POCs should inform their group/team members of the tests well in advance.
o POCs review reports of the tests and correct data, training, or other issues.
POCs should perform these tasks monthly:
o POCs should perform frequent outreach to their teams/groups:
POCs should provide their contact information to the teams/groups
and users.
POCs should remind users to log in and update their information.
POCs should remind users of their roles and responsibilities.
POCs should remind users of established security requirements.
POCs should remind users that they (POCs) are the primary source for
all Emergency Notification System (ENS) issues and only the POC may
request assistance from the Enterprise Service Desk (ESD) or the ENSAdministrative (ENS-Admin) team.
POCs should provide training or other relevant information.
o POCs must comply with best practices and standards established by the FEMA
Operations Center (FOC).
o POCs must be mindful of and comply with security requirements.
o POCs should be the first tier technical support for ENS issues.
o Only POCs should contact ESD or the ENS-Admin team for assistance.
o POCs should review the ENS SharePoint site frequently for training and other
updated information.
o POCs should notify the ENS-Admin team of issues, security concerns, or other
activities that may impact ENS/FOC operations.
o POCs should contact the ENS-Admin team for questions before performing
actions they are uncomfortable with.
o POCs should attend training before assuming duties as a POC and at a time
thereafter, as required.
o POCs should provide their contact information to the ENS-Admin team, as well
as their supervisor’s contact information.
o POCs should notify the ENS-Admin team if they no longer perform duties as a
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POC.
o POCs should maintain accurate data for all information within their area of
responsibility.
o POCs should understand the “rules of the road” and agree to stay within their
boundaries.
o Personally Identifiable Information (PII)
All use of PII data within ENS is strictly confined to emergency alerting,
warning, notification, and official informational purposes only.
ENS PII data must NOT be shared either internally or externally to the
agency
All ENS PII data must be protected to the greatest extent possible by
the operating office
Misuse of PII data must be immediately reported to [email protected].
Submit ideas and suggestions or other feedback to [email protected]
ENS-Admin Team/FOC Responsibilities
The ENS-Admin team and/or the FOC will do the following:
•
•
•
•
•
•
•
•
Maintain an accurate POC contact list.
o Ensure an updated list is frequently posted to a SharePoint site.
o Collect data via data calls, as needed.
Provide an overview of the ENS program, role, and function within DHS.
Remind POCs of ENS program resources and other sources of information
(SharePoint, etc.).
Develop a policy for addressing POCs who do not comply with these requirements.
These may include the following:
o Contact supervisor with a report of noncompliance.
o Provide remedial training.
o Recommend removal as POC.
Provide training sessions via Webinar:
o Train new POCs as they assume the role.
o Provide training and corrective training as needed or requested and when
staffing is available.
Inform POCs of updates, changes, new features and functions, etc.
Define procedures for requesting technical support (see below).
Establish procedure (checklist) for incoming and outgoing POCs (see below).
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ENS Incoming POC Checklist
[ ] Immediately contact the ENS-Admin team.
[ ] Provide contact information.
[ ] Provide supervisor contact information.
[ ] Describe the requirements and background for the groups/teams.
[ ] Identify backup POC (if applicable).
[ ] Receive training from the ENS-Admin team (note: not the previous POC), along with rights,
etc.
[ ] Receive the POC packet, which includes the following:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Training/reference materials;
Best practices and standards;
Schedules for testing, training, etc.;
Technical support procedures;
Rules of the road;
ENS overview;
Expectations, roles, and responsibilities;
Job aids;
Templates;
Procedure for submitting ideas or suggestions;
Sources of information (SharePoint, etc.);
Recommendations for maintaining and updating users, groups/teams (frequent
outreach to users);
POC list; and
Rules of behavior (signed).
ENS Outgoing POC Checklist
[ ] Notify the ENS-Admin team immediately you will no longer serve as POC. [ ] Identify your
replacement.
[ ] Return unneeded materials or provide to your replacement. [ ] Provide relevant
information to your replacement.
[ ] Inform the ENS-Admin team if you are leaving FEMA.
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ENS POC Technical Support Procedures
•
•
•
•
•
Receive notification of a problem from the user within your area of responsibility.
o If you are not the POC, find the correct POC from your resources (POC list,
SharePoint, etc.) and instruct him/her to contact the correct POC.
If you can correct the problem, then no further action is required.
o Likely problems may be a password reset, incorrect or incomplete data,
incorrect group membership, lack of training, etc.
If the problem appears to be system related, send an email to [email protected]. If you receive no response within a reasonable amount of time
or after-hours, contact the ESD.
o Note the circumstances of the issue and the user who is experiencing the
problem.
o Do not instruct the user to contact ENS-Admin or ESD. Only designated ENS
POCs are authorized to elevate the issue.
The ENS-Admin team will elevate or correct the problem.
You will be notified by the ENS-Admin team when the issue has been corrected.
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| File Type | application/pdf |
| File Title | National Incident Support Manual |
| Subject | 437 |
| File Modified | 2019-09-18 |
| File Created | 2019-09-17 |