Staying Connected in a Crisis or Disaster: Telecommunications Emergency

Telecommunications emergency management

Innovation, Science and Economic Development Canada (ISED), through the Department of Industry Act, the Radiocommunication Act, the Telecommunications Act and the Broadcasting Act, is the federal department responsible for managing the radio frequency spectrum in Canada. ISED is also responsible for fostering a robust and reliable telecommunications system to safeguard, enrich and strengthen the social and economic fabric of Canada.

Emergency telecommunications group

The ISED Emergency Telecommunications group is a team who work with Canadian emergency management organizations and the wireline, wireless and satellite telecommunications companies in Canada. We act as a liaison between the telecommunications industry and federal, provincial and territorial governments to support emergency management officials and the resiliency of the critical infrastructure.

What is a telecommunications emergency?

Canadians need access to telecommunication networks to call 911 services, check on loved ones and to obtain information about an evolving emergency including alerts and response measures being put in place. The health, safety, security or economic well-being of Canadians and the effective functioning of governments in Canada could be impacted if critical telecommunications infrastructure is disrupted, damaged or destroyed. A telecommunications emergency occurs when telecommunications infrastructure has been significantly compromised and restoration exceeds existing operational capacities or reasonable response timelines.

Guidance for emergency management professionals

In emergency management, a comprehensive approach is essential to safeguarding communities and ensuring a swift, effective response to crises. Emergency managers need to understand risks and take the necessary steps to mitigate. Telecommunications is vital for coordination and support during emergencies. Here are some strategies to increase the resilience of your telecommunication networks and enhance overall emergency preparedness and response capabilities.

Be prepared

• Telecommunication service relies on utility power. Ensure that utility power poles are maintained and that overhanging trees, which could fall on power lines or telecommunication fibres, are cleared:
  • if power lines or poles are down, there is a high likelihood that telecommunication services in that area (both wirelines and wireless) are down as well
  • if telecommunications infrastructure has fallen, protect the fibres from being cut or driven over
• Prioritize fuel, utility power continuity, and restoration to maintain telecommunication networks
• Know who to contact to obtain timely permits for temporary cellular installations
• Consider how access to telecommunication infrastructure will be maintained or restored (e.g. clearing fallen trees from roads) to ensure fuel for generators can be delivered or maintenance work can be performed

Create clear communications

• If you publish a wireless public alert (WPA) for a telecommunications emergency, notify the public on how to stay connected while reducing the demand on the telecommunications network (for example by using short messaging service (SMS) and avoid streaming)
• Create and exercise a communications plan that considers how you will communicate during a telecommunications outage
• Communicate with your team on how best they can reach emergency services
• Compile contact information for work colleagues, key clients and service providers so you can reach them at home, at work, on their cell phone, by email or on social media

Understand industry guidelines

• Follow the latest industry guidelines on infrastructure protection
• Contact your telecommunications service provider for specific telecommunications emergency information and features
• Check the Contact information section to connect with the ISED office in your jurisdiction to support your planning efforts

Guidance for Canadians to stay connected during an emergency

When a disaster strikes, the natural reaction is to pick up the phone to contact family and friends; however, the sheer number of calls placed during a disaster can result in an overloaded telecommunications network, which means that critical calls for help may not get through. During the first hours after a disaster, use your phone for contacting emergency services and for urgent calls only.

Here are some things to consider when building a telecommunications emergency kit, preparing your home and staying connected with your family and friends.

Build a telecommunications emergency kit

Similar to an emergency kit that contains food and water, your telecommunications emergency kit contains essentials needed to keep you connected.

• Phone charger
• Portable backup power supply for wireless devices
• A printed copy of your emergency plan, contact lists and maps
• A battery-operated, solar-powered or hand-cranked radio

Store your kit in a dry, accessible place so you can either use it at home or have quick access to it should you need to leave your house. Having a kit in your car is also helpful should you be away from home when a disaster occurs.

Prepare your home

• Connect your home’s router to an uninterruptible power supply to provide power in case of an outage
• Test your phone equipment regularly (at least once annually such as during Business Continuity and Resilience Awareness Week or Emergency Preparedness Week)
• Test your battery-powered devices
  • Do your batteries have adequate power or are they holding a charge?
  • Does your radio work?
  • Do you and your family members know how to replace the batteries?
• Exercise caution if you plan on using your car to charge your cell phone or listen to the news
  • Don't try to reach your car if it is not safe to do so and be careful of carbon monoxide emissions from your car, especially if it is in an enclosed space
• Walk through your plan with your household and consider running a mock drill to ensure that everyone knows what to do

Keep your phone in working order

Specific questions about your telecommunication services should be directed to your service provider. Use a wired phone, if possible, instead of a wireless device when calling 911 or trying to reach family and friends during an emergency.

Cell phones

• Keep your cell phone dry
  • The biggest threat to your device is water, so keep your equipment safe from the elements
• Power your cell phone off to conserve its battery life, or disconnect the battery to avoid draining it then turn on or reconnect the battery when necessary. Other ways to conserve power:
  • reduce the brightness of your screen
  • close apps that are not in use
  • place your phone in airplane mode or turn off Wi-Fi/Bluetooth/location services

Landlines

• During an earthquake, ensure all landline phones are on the-hook after the shaking has stopped
• Check whether your landline is busy or out of service by blowing into the handset mouthpiece (for cordless phones, ensure you've pressed the "Talk" button)
  • If you cannot hear yourself in the receiver and your phone is connected to the jack, the line is likely out of service
• Ensure home phone service is connected to an alternate power supply in the case of a power outage

Connect with emergency services, family and friends

• Limit your phone usage
  • keep your conversation brief and convey only vital information
  • avoid non-essential use of wireless internet, particularly sending pictures and video
• Use text messaging, email or social media to communicate as these use less bandwidth compared to phone calls and may work even when phone service has been disrupted
• Use web applications like Facebook's Safety Check or Google Person Finder to check on family and friends
• Call 911 for emergency situations only
  • Don’t hang up if the call doesn’t connect right away as it might take a few seconds or minutes to connect your call
  • Reattempt your call if it does not go through, but wait at least 10 seconds
  • Remove the SIM card from your cell phone, re-insert it, and try again if the call still does not go through
    • Familiarize how to do this when you get your cell phone as all phones are different

Know your contacts

• Maintain a list of alternate phone numbers for local emergency services (e.g. local police and fire services, as well as hospitals) in case 911 services become inoperative
• Program your cell phone with emergency contacts and keep a paper copy in your emergency kit, on the fridge and in an accessible place like your wallet or purse in case you're not at home in an emergency
• Consider creating a contact group on your cell phone named: “In Case of Emergency” or “Emergency Contacts”
  • If you are in an accident, emergency personnel may check your cell phone to reach someone you know
• Designate another trusted adult for your children to contact if they cannot reach their family members
• Make arrangements through friends, cultural associations, and community organizations if you are new to Canada or have recently moved to a new area so that someone knows how to contact you

Know your meeting place

• Go to a virtual meeting place, which can be a social media site or voice mailbox
• Go to a predetermined physical meeting place once it is safe to do so
• Appoint an out-of-town contact who lives far enough away not to be affected by the same disaster
  • They can relay messages, allowing you to keep telecommunications networks in the affected area clear for critical communications

Keep informed

• Use a battery powered radio to get updates on local weather and from emergency officials
  • Monitor local stations for information and react as directed to emergency alerts
• Identify key websites for collecting situational awareness
  • Municipal and provincial websites, as well as police and emergency management websites, provide valuable information and may post alerts or information for citizens during a disaster
  • Subscribe to your municipal newsletter or alert system
• Preload apps to your mobile device and subscribe to text and email alerts, which will inform you of weather conditions, road closures and local emergencies.

Contact information

If you are an emergency management professional, contact your local ISED district office if you need advice on spectrum management or telecommunication resiliency.

If you are an individual, contact your local telecommunication service provider or your local emergency services for advice and guidance in preparing for a telecommunications emergency. You can also visit Get Prepared for advice in creating a household emergency plan and building an emergency kit.