Whatever it takes to get the job done
The EOC teams constantly adjust to meet the needs of their specific support areas. During COVID-19, projects bubbled up that needed extra support, such as coordinating the Personal Protective Equipment (PPE) donation drop-off and moving to the in-house production of 3D-printed face shields and hand sanitizer. When an issue like the shortage of hand sanitizer comes into the EOC, we try to source it locally, then span out to partners in the state and then more even broadly until we find what we need. Since the shortage of hand sanitizer is a global problem, UCSF shifted to producing it ourselves. The EOC’s job is to help ease the path for those tasked with making it happen. Many people don’t realize we are supporting UCSF Fresno too. It makes you feel good to be a part of the actual solution.
A virtual curveball
When seconds matter, being able to quickly coordinate in real-time is critical. In the usual EOC set-up, teams are physically in the same room. The shelter-in-place orders suddenly changed the way emergency teams across the globe collaborate, from working together in a specific building to going completely virtual. Luckily UCSF’s EOC had already been working closely together for four weeks before the shelter-in-place orders were implemented. The keys to working together effectively in a remote environment ended up being the same as in-person: keeping a consistent structure and having repetitive communication touchpoints at specifics times each day.
Helpful skills for emergency management
Energy and endurance are good traits to have when managing emergencies because the long days can wear on you. It also helps if you work well under pressure. EOC members need to have patience and watch their emotions. In emergencies, especially over many weeks without relief, people get tired and stressed. Many people are taking on roles that are not within their normal job duties and it takes patience to help everyone get through it.
Lessons learned
Everything we train for in non-crisis times makes more sense in retrospect once these systems are actually put into use. Now, we have real-world experience that we hope to harness when we come out on the other side of this pandemic. We are already looking ahead, taking in lessons learned, using learnings to update emergency and business continuity plans and turning this experience into something positive. The next time we are faced with a crisis like this, it will be easier and we will be stronger.
