This lesson provides an orientation to the roles and responsibilities of the Service Branch, one of three branches that constitute the FEMA Logistics Section.

At the end of this lesson, you will be able to identify:

• The purpose and role of the Service Branch within the organizational structure.
• The roles and responsibilities of each of the three units within the Service Branch.
• Key personnel with whom Service Branch personnel must interact to be successful.

[State and FEMA managers at a disaster center in Georgia]

Narrator: The Service Branch utilizes three units to support the response and recovery mission. The branch provides the communications (information technology and telecommunication), medical, and food services for federal response teams during a disaster. The Service Branch is responsible for the management of all service-related activities during an incident.

Typically, the Service Branch does not directly support the survivors of the disaster. The Service Branch supports the federal workers who are supporting the disaster survivors.

Mel: The Service Branch is really responsible for providing, just that, services. Primarily network and IT telecom services throughout the JFO. They are responsible for providing the internal communications in the Joint Field Office. Also the Service Branch includes a medical unit and a feeding unit that may be stood up if you have a large enough disaster and you have a need to provide meals for all the responder population that’s a function of the Services Branch as well as providing medical service to our internal FEMA staff.

Scott: The Service Branch is where we really do all of our communications piece. That is the initial primary function. Most of the time when the service branch is established and stood up it is because we’re establishing connectivity inside of an office facility, we’re building a joint field office or interim operating facility or disaster recovery center, someplace that’s going to require phone and network capability, both voice and data, so that we can get information to the disaster survivors and so that our folks will be able to work and communicate with anybody they need to reach out to. The second piece of the branch is less used but just as important. We have a medical piece of that which is to support the federal family, not the disaster survivors.

And the third piece of the branch is the food service branch which is kind of part of the whole billeting piece and providing and making sure that our folks are fed and cared for.

[Organization chart showing a box labeled Service Branch with three arrows going to three boxes. The three boxes are labeled Communications Unit, Medical Unit, and Food Unit]

Narrator: The Service Branch is composed of the Communications Unit, the Medical Unit, and the Food Unit. The Information Technology and telecom duties compose 90 percent of the Service Branch’s job. Though food and medical services are also provided by this branch, these services are less frequently utilized during an incident.

[Disaster Recovery Center in Iowa]

Narrator: The Service Branch Director is responsible for the management of all service activities associated with the build out and operation of the facilities being used by the federal response and recovery program areas.

[FEMA recovery specialists in Texas]

Narrator: The Food Unit, Communications Unit, and the Medical Unit leaders report directly to the Service Branch Director. These unit leaders head up each of the three units of the Service Branch, and they are responsible for identifying and handling all aspects and duties of their appropriate branch during an incident or event. For example, the Communications Unit Leader is responsible for identifying telecommunications and radio communication needs for all federal field personnel and facilities. The Medical Unit Leader is responsible for the development of the medical plan, obtaining medical aid, transportation of injured and ill incident personnel, and preparation of records and reports.

Matt: Communications is always a difficult obstacle to overcome, especially in a catastrophic event when all the cell towers are down, all the central offices have gone underwater and the infrastructure in general is just not there to support the operation. We have several options to support communications down range. Some of those options go back to mission assigning the Corps of Engineers, ESF2 – there’s lots of different government entities out there that have communication capabilities and we can tap into that with the use of a Mission Assignment. FEMA has also got MERS, the mobile emergency support detachments spread throughout the U.S. They are heavy on communications. They have a lot of communication resources available to bring into the field and set up that temporary infrastructure to allow us to set up the command and control net so we can reach back and have the communication.

Scott: Historically communications is probably, not only is it the most important function that we have but it’s also usually the first one that fails and causes problems for us. If we can’t communicate what the requirements are whether they are coming from the states and locals or it’s coming from internal from our own counterparts, it’s very difficult for you to accomplish and meet the mission. So we use whatever techniques are available to us. We have done everything from utilizing ham operators, two-way radio communications, establishing satellite capability and we work with whatever federal agencies or even private industry that we have to meet that mission. Close

[Communications center in Massachusetts]

Narrator: The Communication Unit is responsible for effective incident communications planning, especially during a multiagency incident. Planning is critical for determining required radio nets, establishing interagency frequency assignments, and ensuring the inter-operability and the optimal use of all assigned communications capabilities. In addition, the Communications Unit is responsible for a number of other duties, such as developing the facilities Communications Plan (ICS 205) to make the most effective use of the communications equipment and facilities assigned to the incident, installing and testing all communications equipment, and supervising and operating the incident communications center. This unit plays an important role in assisting the Accountable Property Managers with the distribution and recovery of communications equipment assigned to incident personnel and maintaining and repairing communications equipment on-site.

The function of an ISB is to ensure rapid response to a disaster by pre-positioning resources in safe proximity to a disaster impacted area.

Network Manager (NEMG)

Telecom Manager (TEMG)

Internal Communications Manager

Help Desk

Message Center, Switchboard, and Receptionist

[FEMA staff setting up telecommunications at a new Joint Field Office in Missouri]

Narrator: There are many functions and responsibilities the Communications Unit must perform in order to support the Service Branch at an incident. Representatives of the Communications Unit will participate with a select team to conduct a joint site survey. This is in conjunction with a logistics facility specialist and safety and security managers. The specialists in this unit are looking at the communications infrastructure—basically, the data and voice lines coming into a building. They usually reach out to a local service provider to find out the service capability to a facility. Based on what they find out, these representatives from the Communications Unit will make a recommendation to accept or reject the site.

[FEMA computer worker surrounded by network cables and connections at a disaster recovery center in Houston Texas]

Narrator: Once a decision on a facility is made, the technicians within the Communications Unit ensure that a network is built that can meet the expected capacity of the facility. This will include installation of all necessary components from the servers, routers, and switches to the end user workstations, printers, scanners, and fax capability. They will also ensure that:

• Ordering connectivity (IT service) through the Telecommunication Inventory Management and Control System (TIMACS) is accomplished
• Adequate network systems are operational at all times.
• Appropriate software is installed and operational, and geographic limitations are known to all who would be impacted.
• A record of all activities performed within the unit is provided.
• All maintenance and repairs are expedited with minimal impact on the end users.

They must also anticipate potential problems and be vigilant in resolving problems with the systems.

The Medical Unit is responsible for the effective and efficient provision of medical services to incident personnel.

The Medical Unit develops procedures for handling any major medical emergency involving incident personnel and developing the Incident Medical Plan (for incident personnel). This Medical Plan becomes part of the Incident Action Plan. The Medical Plan should provide:

• Specific information on medical assistance capabilities at incident locations.
• Potential hazardous areas or conditions.
• Off-incident medical assistance facilities and procedures for handling complex medical emergencies.
• In-processing of all paperwork related to injuries or deaths of incident assigned personnel.
• Coordination of personnel and mortuary affairs for incident personnel fatalities.

[Paramedics in San Antonio Texas preparing for assignment in anticipation of Hurricane Ike]

Narrator: The Medical Plan includes providing continuity of medical care such as vaccinations, vector control, occupational health, prophylaxis, mental health services, and transportation for injured personnel—when appropriate to do so without endangering the worker.

The Medical Unit also coordinates, establishes, and staffs the rest and rehabilitation routines of incident responders.

It is The Medical Unit’s responsibility to track incident personnel as they move from their origin to a health care facility and from there to final disposition. In addition to the transportation provisions, the Medical Unit provides assistance.

The Food Unit is responsible for determining food and hydration requirements, planning menus, ordering food, providing cooking facilities, cooking and serving food, maintaining food service areas, and managing food security and safety concerns.

It is not very often that the Food Unit is activated to support relief efforts; however, when it is necessary, it becomes a very important part of the operations within the Logistics Section.

[Semi trucks loaded with food, ice, and water in Houston Texas]

Narrator: In addition to the responsibilities you’ve just reviewed, the Food Unit must also anticipate incident needs. This includes the number of people who will need to be fed and whether, based on type, location, and complexity of incident, there are special food requirements.

[Trucks delivering food and water sufficient to support fifty thousand people for three days]

Narrator: The Food Unit supplies food to isolated groups or the entire field group supporting the incident. This responsibility includes supplying food for remote locations such as camps and staging areas, in addition to supplying food service to operations personnel who are unable to leave operational assignments.

[Food and supplies bound for American Samoa to support FEMA personnel responding to earthquake and tsunami disaster]

Narrator: The Food Unit must interact closely with other units and organizations. Some of the coordination you may expect to take place includes working with the Planning Section to determine the number of personnel who must be fed, the Facilities unit to arrange food service areas, the Ordering Unit to order food when not provided under contract or agreement, the Ground Support Unit to obtain ground transportation, and the Air Operations Branch Director to deliver food to remote locations.

[Food inspector inspecting food]

Narrator: Careful planning and monitoring is required to ensure food safety before and during food service operations, including the assignment of public health professionals with expertise in environmental health and food safety.

[A Red Cross volunteer delivers food and supplies to a shelter in North Dakota]

Narrator: Feeding affected non-response persons, such as survivors, evacuees, and persons at shelters is a critical operational activity that will normally be incorporated into the Incident Action Plan (IAP). Ordinarily, these activities are conducted by members of appropriate nongovernmental organizations, such as the American Red Cross or similar entities. The Food Unit within Logistics is not usually expected to provide for disaster survivors.

It is important that you recognize the challenges associated with any disaster response effort so that you can identify and implement resolutions in advance. If you can anticipate issues, you’ll be better able to address them and perhaps prevent them from becoming problems at all!

On this page, you will review several of the most common challenges associated with the deployment and functionality of the Service Branch during a disaster. In addition, a best practice resolution is provided for each challenge.

Challenge 1

Challenge 2

Challenge 3

Challenge 4

CHALLENGE – A lack of clarity in roles and responsibilities. On occasion, a person(s) will assume a leadership role – instead of following the formal chain of command – and begin giving orders and assigning responsibilities. This causes confusion.

BEST PRACTICE – The Help Desk can answer queries and help with prioritization. Another solution is to go directly to the Branch Director for prioritization of responsibilities.

CHALLENGE – Everyone wants a telephone/blackberry/walkie-talkie etc.

BEST PRACTICE – Naturally, communication is a major concern for everyone. To avoid confusion and/or duplication of efforts, all IT or communication requirements should go through the Help Desk.

CHALLENGE – Priorities are difficult to establish because each disaster is unique and everyone must adapt to changing circumstances. Too much adaptability or flexibility causes interoperability problems. The mission can be impaired when a leader assigns a task to an individual that diverts them from their original or primary task.

BEST PRACTICE – Review and prioritize tickets (work orders). In addition, a remedy report card can be used to show valuable response information, such as the average time to respond and technicians who completed the work. A basic understanding of past performance can help leaders gauge the requirements for future efforts and help identify the most important tasks to be completed.

CHALLENGE – Failure to research and plan causes understaffing or overstaffing.

BEST PRACTICE – Conduct pre-deployment conference calls (using a pre-established checklist) to coordinate activities. Ensure services that are ordered have specific delivery dates. Equipment requirements should also be discussed. Here’s an example: A specific disaster location will need a T1 in place, which requires staff to pre-wire the building, 100 laptops, a server, a switch for telecommunications, and appropriate facilities. Requirements differ from disaster to disaster; all of these requirements should be identified and addressed prior to deployment.

In this lesson, you reviewed the following key points:

• The function of the Service Branch
• The three units that make up the Service Branch
• The purpose and function of the Communications Unit
• How the Communications Unit accomplishes its function
• The purpose and function of the Medical Unit
• How and when the Medical Unit accomplishes its function
• The purpose and function of the Food Unit
• How and when the Food Unit accomplishes its function
• Common challenges and suggestions for avoiding these challenges