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Introduction

10.    This section contains brief instructions for activating, operating and maintaining the WHO headquarters (HQ) emergency operations centre (EOC).

20.    The WHO HQ EOC is an operational platform and hub for information sharing and coordinating responses to public health risks of potential international concern. Using state-of-the-art technologies, it supports WHO HQ, regions and Member States in their field activities and provides technical support and guidance in setting up EOCs.

30.    The core components of the WHO HQ EOC are:

• Plans and procedures: Implement the Incident Management System (IMS) and associated plans and procedures for effective incident responses.
• Physical infrastructure: workspace, meeting space and advanced telecommunications capability.
• Information and communications technology (ICT) infrastructure: hardware and software systems, internal and external telecommunications, and all aspects of information management.
• Information systems and data: providing access to incident management and contextual data required in managing an emergency response. The main information systems used in the EOC are:
• The Event Management System (EMS): a web-based system that facilitates the exchange of information on event surveillance, operations and risk assessment for public health action.
• Virtual SHOC (vSHOC): supports the complete cycle of emergency information management and incident management, including data input and manipulation, reporting and geospatial information systems (GIS) mapping.
• ArcGIS: GIS mapping software used to produce static and interactive maps for situational awareness, integrated with vSHOC.
• SharePoint: used for document sharing and management.

Part 1: EOC emergency operations

40.    In emergencies, the HQ EOC supports the information communication and resource coordination conducted by WHO Incident Management Teams (IMTs).

HQ EOC activation levels

50.    The EOC is activated at different levels to meet the requirements of the IMT (grading criteria and processes are defined in the WHO Emergency Response Framework, but the level of EOC activation will not necessarily reflect the grade assigned).

60.    The activation levels of the EOC are:

               Level 1:  Monitoring (supporting daily operational and planning activities, some emergency operations; functional areas are activated)

               Level 2:  Partial activation (IMS functional areas are activated in support of emergencies; extended business hours)

               Level 3:  Full-scale activation (acute emergency – all functional areas are activated; extended hours; up to 24/7 staffing required)

EOC activation procedures

70.    1. Incident response is launched: Upon assessment of the emergency and country needs, WHO HQ immediately assembles an IMT. An Incident Manager or a focal point is assigned to lead the response efforts at the HQ level.

80.    2. Send the activation request: The request to activate the EOC should be raised by the Incident Manager or the director of the department responsible for the response.

During WHO Geneva business hours, send the request by email to shoc@who.int. Outside Geneva business hours, call +41 22 791 5533, the 24/7 EOC Duty Officer phone number.

90.    3. Determine the required support: Once the activation request is received by the EOC, the responsible/duty officer immediately reports the request to the EOC Manager or their designate, who works with the responsible director(s) and/or technical experts to determine the required support and any subsequent activities.

100.   4. Ensure that the EOC is ready to receive response personnel: The EOC operations staff ensure that the EOC is prepared to receive personnel from the IMT for the required management functions and activities. The EOC Point of Contact (duty officer) will remain near WHO HQ 24/7.

Incident Management System Overview

110.   To ensure a coordinated and efficient emergency response, WHO utilizes a common organizational IMS model, with six essential functions typically established: Leadership, Partner Coordination, Information and Planning, Health Expertise and Operations, Operations Support and Logistics, and Management and Administration. These essential functions have the flexibility to adapt to different emergencies and are expandable to include comprehensive sub-functional operations areas as needed.

EOC checklist of actions after activation

120.  During significant events, the primary functions of the HQ EOC Operations Team are to:

• provide technical advice to the Incident Manager on the establishment, management and assessment of emergency operations structures and systems of the WHO IMT;
• set up the EOC workspace and meeting rooms for receiving the WHO IMT;
• manage the meeting schedule, telecommunications and information displays;
• manage EOC information systems and access to those systems;
• provide proximity to IT support
• support the Incident Manager of the WHO IMT as necessary

130.   After the HQ EOC is activated (depending on the scope, stage and magnitude of the incident), the EOC Operations Team carries out the following:

140.   Immediate: performs a preliminary evaluation of the situation; implements the relevant staffing option for the EOC Operations Team to support the IMT; informs the Incident Manager of EOC facility and staff status; ensures readiness of IT, equipment and resources, meeting schedules and telecommunications; receives and displays information to support decision-making; briefs and supports staff in using EOC facilities.

150.   Intermediate: communicates with EOC and IT focal points in WHO regional and country offices, and potentially in partner agencies, to determine methods of operational information sharing; provides situational maps; configures vSHOC according to needs; assigns the necessary support staff.

160.   Extended: publishes an Intranet announcement; prepares an escalation and de-escalation plan for review by the Incident Manager; attends meetings and audio/video/web conferences; distributes operational information; adds functionality to vSHOC and other information systems to meet incident-specific needs; trains IMT members in the use of EOC information systems; ensures that EOC Staff are given rest periods and other support as needed.

Deactivation of the IMS and the EOC

170.   When the event is contained, or the emergency has progressed to the point that high-level coordination is no longer needed, the IMS and the EOC should be deactivated, as decided by the Incident Manager in consultation with the relevant directors and key response partners.

180.   Once the IMS and EOC are deactivated, the EOC will return to day-to-day operations, and emergency personnel will return to their regular duties. The equipment distributed to emergency personnel for emergency response purposes should be returned to the EOC. A notification of the IMS and EOC deactivation will be sent to all clusters and WHO IMT.

Part 2: EOC day-to-day operations

190.   Daily EOC operations support surveillance and risk assessment and ensure the EOC remains ready for an incident response. EOC staff must, therefore, be able to manage and maintain the physical infrastructure and IMS of the EOC.

200.   Primary functions include developing and revising the EOC framework and plans and procedures for EOC operations; conducting exercises; providing technical support to WHO regional and country offices and Member States, as well as telecommunications support for communications relevant to surveillance, risk assessment and event response; improving EOC information systems based on lessons learnt from previous emergency responses; and managing and maintaining EOC facilities, equipment and information systems.

Access to the EOC facility and information systems

210.   During an event response, access to the EOC facility and information systems is provided to all new members of the IMT. Certain staff will also require access during day-to-day operations. They should send the request to shoc@who.int.

EOC meeting and telecommunications procedures

220.   The EOC team supports meeting/audio/video/web conferences by facilitating and providing technical support to run such events before, during and after the meeting (including providing recordings on request).

230.   Request for EOC room use for relevant communications should be made using the following procedures: 

             1. Check the meeting schedule at https://extranet.who.int/vshoc/ to see if one of the EOC meeting rooms is free;

             2. Fill out the EOC reservation form with the information requested at http://intranet.who.int/sites/shoc/conferenceroomrequest/

240.   At any time, operational meetings for emergency communications are given priority in scheduling the HQ EOC rooms.

EOC Operations duty officer (DO) roster

250.   EOC operations personnel take turns serving as DO, with responsibility for monitoring and responding to the requests received by the EOC during and after office hours. The DO should stay near HQ Geneva during the duty period.