The ISS 24/7 Blog

Providing Insight for the World’s Greatest Properties

Incident Management Mobile Apps Help Clear Communication Channels

September 12, 2017

Your experience in Proactive Operations got you this job.

You landed a Director position at your new property.

You’re charged with employing Proactive Operations here.

But, you’re not sure what to expect.

Fifty minutes before today’s event starts, calls start coming in through your incident management system and radio.

You notice something unusual.

At first, you wait for a little to diagnose the issue.

But then more calls come in.

This property has many more incidents than your former property, but they use the same resources.

They only use radios.

It’s time to change your approach.

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How to Keep Your Property Safe When Adverse Weather Hits

August 31, 2017

“Erica Brown called 911 for two days before a helicopter finally spotted her, trapped in her Houston home with her 7-month-old son and three other children. Sometimes when she called, she got nothing, just a busy signal, and a disconnection. Multiple times she was told that they'd try to send help. Hours would go by with no rescue,” writes Rebecca Hersher in her recent NPR article entitled “You Only Get One Life In This World': Voices From Houston's Convention Center.”

According to Hersher’s article, “The family spent two nights in their trailer watching the floodwaters from Tropical Storm Harvey rise up the foundation. ‘It was a hard feeling because I thought me and my kids were going to lose our life in this hurricane disaster."

“On Tuesday around 11 a.m., a rescue team finally came,” Hersher writes.

"The helicopter came over my house, and I heard him, and he saw me waving the white shirt. And he came on down, and he got us in the basket and pulled us up. They had to go two-by-two in the basket. She sent her two oldest girls, a third-grader and a first-grader, up first with a small suitcase of clothes,” says Brown, 29, in the NPR piece.

Hersher continues, “When the basket came back down, she lifted her kindergartner in ahead of her and then carried her infant son. It was still raining.”

“Brown and her family are now among the estimated 9,000 people at the downtown George R. Brown Convention Center, where officials said they had been expecting about 5,000. Outside on Tuesday, the scene is chaotic, with police, Red Cross volunteers and National Guard members patting people down, directing traffic and trying to help new arrivals and people dropping off donations,” according to the article.

It’s a great feeling to learn of proactive operations like George R. Brown Convention Center taking action to help those in need.

But, before we continue we’d like to share this message:

Each and every one of us at ISS 24/7 would like to extend our prayers and condolences to the families affected by Hurricane Harvey, and the relatives of the victims taken by this ongoing disaster.

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This Is How Your Transportation Authority Should Manage Incidents

August 24, 2017

“A commuter train outside Philadelphia smashed into a parked train car, hurting 42 passengers early Tuesday, but an official said none of the injuries were life-threatening,” according to Scott Neuman’s recent NPR article entitled “More Than 40 People Injured In Train Crash Near Philadelphia.”

Neuman explains, “The collision happened just after midnight at the 69th Street Terminal Center in Upper Darby, Pa., about 10 miles west of Philadelphia, Southeastern Pennsylvania Transportation Authority spokeswoman Heather Redfern told Reuters.”

“The Norristown High Speed Line train was pulling into the station when it hit a second, unoccupied train car. The operator was among those injured, she said,” Neuman writes.

"The injuries appeared to be non-life threatening for all passengers and the operator," Redfern said. ‘It's all under investigation at this point,” the article continues.

According to the article, “The Associated Press quotes Upper Darby Mayor Nicholas Micozzie as saying that four of those hurt were in critical condition.”

“In February, four people were injured at the same terminal when a train smashed into the back of another train. And, in 2015, an Amtrak train derailed near Philadelphia, killing eight people and injuring 180,” Neuman explains further in the article.

We’re grateful to know this incident did not result in any deaths.

But, it did get us thinking about how your transportation authority is handling events like this.

And, how you should be handling these incidents.

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For Your Property, Wi-Fi Infrastructure Means Opportunity

August 03, 2017

“Residents of some Maine islands say lack of decent internet is keeping them from participating in the economy. Jobs are in short supply and telecommuting isn't practical,” according to Fred Bever’s recent Weekend Edition Sunday podcast on NPR entitled “For Maine Islands, Internet Means Opportunity.”

Weekend Edition Sunday’s host, Lulu Garcia-Navarro, explains in the opening comments of the report that “If you've ever dreamed of moving to an idyllic vacation spot, Maine's coastal islands offer a cautionary tale. Jobs are limited to lobstering, boat building and caretaking of summer residences. And lousy Internet service makes telecommuting difficult to impossible. But now some Maine lobstermen and would-be telecommuters are banding together to pay for costly infrastructure they hope will help preserve a threatened way of life.”

While Maine’s coastal islands are not your property, this story offers an excellent lesson.

The lack of Wi-Fi infrastructure present amongst properties is improving – we’ve certainly noticed. However, not all properties have invested in this upgrade.

In fact, Bever’s report is a cautionary tale on the current limitations associated with having limited or poor Wi-Fi infrastructure.

It’s also a familiar setback many organizations continue to face.

Communication between staff, whether they can perform their role on the fly, and your ability to interact and support guests is greatly influenced by your property’s Wi-Fi infrastructure.

How does your property match up? Is it up to par?

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How Incident Management Systems Help Reduce Response Times [Infographic]

August 01, 2017

You’re finding out about critical incidents several minutes after they occur.

Your teams are forced to stop doing what they’re doing to attend more critical situations.

Do you feel like your overseeing triage for an emergency room?

Your team is reactive, and you know it.

You can’t stand this pressure. But, you have no choice. You must get through it.

We bet you’re tired of running around trying to resolve one incident after another. From the young lady who fell near the women’s restroom to the missing 6-year-old boy, your hands are tired.

Let’s untie them.

Here’s your first step: implement an incident management system that helps you manage incidents as they occur.

A system like this will put your team in the position to be proactive – not reactive.

To help you understand how incident management software can contribute to reducing your response times, we created an infographic. It’ll explain how you’re probably operating in reactive mode and how you can transition to Proactive Operations using a solution.

Are you ready to manage your property as you should be?

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