Purpose Statement

The First Due Disaster Response Playbook provides Fire/EMS departments with a structured guide for using First Due’s integrated features during emergency disaster events.

This playbook is designed to help agencies rapidly coordinate personnel, communicate with residents, manage resources, document response activity, and maintain operational continuity during natural disasters, severe weather events, infrastructure failures, or large-scale emergencies.

Background Information

During disaster events, emergency responders may face communication disruptions, increased call volume, compromised infrastructure, limited connectivity, and the need for rapid deployment of resources.

First Due includes several tools that can support disaster response operations, including Rapid Recall, Community Connect, Inspections, Command Board, ePCR documentation, Preplans/GIS layers, unit tracking, chat, offline workflows, and manual dispatch creation.

This guide is intended to serve as a quick-reference playbook for using these tools before, during, and after a disaster event when timely coordination and accurate information are critical.

Required Permissions

Required permissions may vary based on your agency’s First Due configuration and the specific response functions being used. Administrators should verify that users have the appropriate module access and action permissions before a disaster event.

Common permissions may include:

• Rapid Recall: Scheduling module access and alert sending permissions
• Community Connect: Community data access and bulk alert permissions
• Inspections: Inspection module access and checklist creation/editing permissions
• Command Board: Command module access and unit monitoring permissions
• ePCR Documentation: Medical documentation access and offline form permissions
• Preplans/GIS: Preplan module access and GIS layer management permissions
• Unit Tracking: Response module access and real-time tracking permissions
• Manual Dispatches: Dispatch creation permissions and alert sending rights
• Support Access: Ability to access the First Due Support portal and submit support tickets

Step-by-Step Guide
 

1. Send a Rapid Recall Alert for Immediate Crew Notification

Use Rapid Recall when personnel need to be contacted quickly for staffing, storm coverage, disaster response, or emergency recall. (See full article: Initiating Rapid Recall)

1. Navigate to Scheduling > Call Shifts > Rapid Recall.
   
   
   
    
2. Select the appropriate disaster response template.
   
   
    
3. Review the alert recipients and message details.
   
   
   
    
4. Send the alert to the designated personnel.
   
   
    
5. Monitor responses and staffing availability as personnel reply.

2. Use Community Connect for Real-Time Alerts and Resident Data

Community Connect can help agencies communicate with residents before, during, and after a disaster event. It can also assist with identifying vulnerable or high-priority residents who may need additional support.

Use this workflow when you need real-time resident information, targeted alerts, or situational awareness for a specific area.

1. Access the Community Connect module.
2. Filter community records by hazard type, address range, location, or other relevant criteria.
3. Review medical needs, mobility concerns, or other resident-provided information that may impact response planning.
4. Use advanced filters to search for high-priority or vulnerable residents using Alert tiles.
5. Send zone-based alerts as needed to communicate important information to affected residents.
6. Use collected data to support evacuation planning, welfare checks, resource deployment, and post-disaster follow-up.

Helpful articles:

• Sending Bulk alerts to Community Connect Users
• Community Connect - Managing Notification Settings

3. Complete Storm Damage Inspections

Use storm damage inspections when assessing damage after storms, flooding, or other disaster-related events.

Pre-built disaster response checklists help crews complete assessments consistently and thoroughly while documenting safety concerns, damage levels, and follow-up needs.

1. Navigate to the Inspections module.
2. Create a new inspection using the appropriate storm recovery or disaster response checklist template.
3. Complete the field assessment using a mobile device.
4. Document observed damage, hazards, access issues, and safety concerns.
5. Submit the inspection report for coordination, review, and follow-up action.

Helpful article:

• Inspection Type: Creating and Editing an Inspection Checklist

4. Use Command Boards for Live Operations Management

Use Command Board when command staff need a centralized view of unit activity, resource allocation, incident locations, and operational priorities during a disaster response.

1. Launch Command Board from the main navigation.
2. Monitor real-time unit positions and statuses.
3. Drop location pins for critical areas, hazards, staging locations, shelters, or active incidents.
4. Use screen-sharing capabilities during coordination meetings.
5. Track resource allocation across multiple incidents or response zones.
6. Review operational activity to support situational awareness and decision-making.

Helpful articles:

• Command: General Overview
• Command: Board Section
• Command: Messaging

5. Document ePCRs Offline

Use offline ePCR documentation when EMS units lose connectivity but still need to document patient care.

1. Open the First Due Mobile App.
2. Access the ePCR module.
3. Complete patient care documentation using available offline forms.
4. Store the documentation locally on the device while offline.
5. Upload the documentation once connectivity is restored.
6. Verify that the documentation was successfully transmitted.

Helpful article:

• Completing an ePCR: Create and Document without Internet Connection

6. Use GIS Layers for Infrastructure and Risk Visualization

Use GIS layers when teams need to visualize flood zones, hydrants, access paths, infrastructure, risk areas, or other map-based operational data.

1. Access the Preplans module.
2. Navigate to the GIS Layers section.
3. Toggle relevant map layers, such as flood zones, hydrants, access routes, or other response-critical data.
4. Import additional ArcGIS map layers as needed.
5. Use layered map data to support tactical decision-making, staging, route planning, and hazard identification.

Helpful articles:

• Pre-Plans: Managing ArcGIS Layers
• Web Responder: Google and ArcGIS Maps
• Regional Pre-Planning

7. Track Units and Maintain Communication

Use unit tracking and communication tools to monitor crew movement, coordinate response activity, and maintain real-time operational awareness.

1. Open Web Responder or the First Due Mobile App.
2. Track live unit status and locations.
3. Use mapping features to visualize unit positions.
4. Create chat groups for incident-specific communication.
5. Share updates with assigned personnel as conditions change.
6. Continue coordinating response activity using available offline workflows when connectivity is limited.

Helpful articles:

• Web Responder: Unit Tracking
• Mobile App: Unit Tracking
• Creating a Chat Group in Response
• Using Mobile App Offline

8. Create a Manual Dispatch

Use manual dispatch creation when the primary CAD or PSAP system is unavailable, delayed, or unable to send critical alerts.

1. Access Web Responder or Mobile Responder.
2. Navigate to the dispatch creation function.
3. Manually enter the incident details.
4. Select the appropriate units for response.
5. Send the dispatch alert to the selected crews.
6. Monitor response activity and update the incident as needed.

Helpful article:

• Responder: Dispatch Incident List

9. Submit an Emergency Support Ticket

Use this process when your agency experiences First Due system issues during an active disaster event.

1. Access the First Due Support portal.
2. Create a new support ticket.
3. Include disaster event trigger words in the ticket title or description, such as “Hurricane Helene” or “Flood Emergency.”
4. Provide a detailed description of the issue.
5. Include the urgency level and the operational impact.
6. Submit the ticket for priority handling.

Helpful article:

• Submitting a Support Ticket

Best Practices

Pre-Event Preparation

• Sync offline maps and preplans before major storm or disaster events.
• Verify GIS layers are current, accurate, and quality-checked.
• Confirm mobile devices are charged and have the latest First Due app updates installed.
• Create Rapid Recall templates for different disaster scenarios.
• Pre-build storm recovery or disaster response inspection checklists.
• Customize Community Connect icons or indicators for high-risk residents.
• Build Ad Hoc Reports to track information entered from inspection checklists.
• Build dashboards to display real-time information from reports.
• Confirm that key users have the correct permissions before the event begins.
• Conduct periodic drills using Rapid Recall, Command Board, manual dispatches, and offline workflows.

During Event Operations

• Use Command Board to maintain a shared operational picture.
• Monitor unit status and location continuously through tracking tools.
• Maintain regular communication through established chat groups.
• Use Community Connect data to support resident outreach and identify vulnerable populations.
• Document activity consistently for post-event review and reporting.
• Coordinate with external agencies using shared mapping features when applicable.
• Use manual dispatches when CAD or PSAP workflows are unavailable or delayed.

Post-Event Actions

• Upload all offline documentation once connectivity is restored.
• Verify successful transmission of ePCRs, inspections, and other offline records.
• Conduct follow-up inspections using standardized checklists.
• Review response effectiveness using Command Board activity and operational data.
• Update contact information, Community Connect data, and resident records based on event impacts.
• Review reports and dashboards to identify trends, resource gaps, and improvement opportunities.
• Update Rapid Recall templates, checklists, GIS layers, and response workflows based on lessons learned.

Troubleshooting & FAQs

Why can’t a user send a Rapid Recall alert?

Confirm the user has access to the Scheduling module, Rapid Recall functionality, and alert sending permissions. Also verify that the correct Rapid Recall template has been created and that designated personnel are included.

Why are some residents not appearing in Community Connect filters?

Review the selected filters, hazard type, address range, and Alert tile criteria. Resident records will only appear if the available data matches the selected filters.

What should EMS crews do if they lose internet connection while documenting patient care?

Crews should continue documenting in the mobile ePCR workflow using offline forms. Once connectivity is restored, they should upload the documentation and verify that the transmission was successful.

What should we do if CAD or PSAP dispatching is unavailable?

Use the manual dispatch creation process in Web Responder or Mobile Responder. Enter the incident details, select the appropriate units, and send the dispatch alert directly to the selected crews.

How can command staff track units during a disaster event?

Command staff can use Command Board, Web Responder, or the Mobile App to monitor unit status, unit locations, and response activity in real time.

How should disaster-related First Due support issues be submitted?

Submit an emergency support ticket through the First Due Support portal. Include clear disaster event trigger words, a detailed issue description, urgency level, and operational impact.

What should users verify after connectivity is restored?

Users should confirm that offline ePCRs, inspections, reports, and other locally stored documentation have uploaded successfully. Any missing or failed uploads should be reviewed and resubmitted as needed.

How can agencies improve readiness before the next event?

Review post-event data, update checklists and Rapid Recall templates, refresh GIS layers, confirm permissions, and conduct drills using the workflows included in this playbook.