Critical Customer Water And Wastewater Emergency Response Guide

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Critical CustomerWater and Wastewater EmergencyResponse GuideMay 2021Disclaimer: This checklist and its appendices are provided in good faith for guidance and reference purposes only.It isof a general informational and educational nature, and DC Water takes no legal responsibility for the accuracy of theinformation provided nor any loss or damage arising or resulting from the use of any such information.This guide is intended to be a tool for DC Water critical customers that provides general information on water andwastewater emergency response and preparedness. DC Water hopes that this guide is useful both for you and yourorganization; however, we are always looking to improve this guide and we welcome your input. If there is additionalinformation, tools, or topics that you believe should be included in this response guide, please let us know by emailing DCWater’s Office of Emergency Management at DCWaterOEM@dcwater.comSponsored by the U.S. EPA Region III and compiled by the Horsley Witten Group, Inc.

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Critical Customer Water and WastewaterEmergency Response GuideDC Water, with the sponsorship of U.S. EPA Region 3 and the assistance of several public and privateentities (listed on page 9) designed this checklist to help Critical Customers respond effectively andsafely to water and sewer service interruptions. In it, you will find important phone numbers, checklistsfor recommendations on what to do before, during, and after an event, and appendices that containadditional information that support the checklists. Enhancing Critical Customer resilience to wateremergencies allows DC Water to better serve their entire customer service area.Useful AcronymsAAR: After Action ReportBPA: Backflow Prevention ApparatusCIKR: Critical Infrastructure and Key ResourcesFEMA: Federal Emergency Management Agencygpd: gallons per daygpf: gallons per flushgpp: gallons per personHSEMA: Homeland Security and Emergency Management AgencyHVAC: Heating, Ventilation, and Air ConditioningMGD: Million Gallons per DayNCR: National Capital RegionNGO: Non-Governmental OrganizationPOC: Point of ContactRICCS: Regional Incident Communication and Coordination SystemWAWAS: Washington Metropolitan Area Warning SystemWebEOC: Web Emergency Operations Center1

Important Phone NumbersIn the event of an emergency call 911.DC Water DepartmentsIssueTo report a water emergency, such as awater main break or a sewer backup,contact DC WaterBackflow PreventionCross Connection ControlGeneral QuestionsNew Connections, Water Turn-offs, LeadInformationResponsible OfficePhone number24 Hour Hotline202-612-3400Public Outreach ManagerWater Compliance ProgramMain Office202-787-2003202-364-3144202-787-2000Customer Service Office202-354-3600Response PartnersIssueDC Emergency ConcernsFairfax County Emergency ConcernsLoudoun County Emergency ConcernsMontgomery County EmergencyConcernsPrince George County EmergencyConcernsVirginia Emergency ConcernsMaryland Emergency ConcernsDC Drinking Water Primacy IssuesDC Wastewater Primacy IssuesVirginia Drinking Water Primacy IssuesVirginia Wastewater Primacy IssuesMaryland Drinking Water Primacy IssuesMaryland Wastewater Primacy IssuesResponsible OfficeDC Homeland Security and EmergencyManagement (HSEMA)Fairfax Department of EmergencyManagementLoudoun Department of EmergencyManagementMontgomery Office of EmergencyManagement and Homeland SecurityPrince George Department of EmergencyManagementVirginia Department of EmergencyManagementMaryland Department of EmergencyManagementU.S. EPA Region 3Department of Energy and theEnvironmentDepartment of Health: Division of WaterSupply EngineeringDepartment of Environmental QualityDepartment of the Environment: PublicDrinking Water ProgramDepartment of Environmental Protection2Phone number202 00

Drinking Water/Sewer Service EmergencyChecklistAgency specific information placeholders are highlighted in red.Pre-disaster/Emergency Planning ActivityRegister as a criticalcustomer or update yourCritical Customerinformation on DCWater’s websiteEnsure DC Water has thephysical address of yourcritical facilitiesSign up to receive DCWater alertsSign up to receive freealerts from localgovernments in theNational Capital RegionResponse ActionsUpdate yearly or when points ofcontact or facility status changes.Consider using a generic emailaddress that automaticallynotifies specific ter-alertnotification-signupsPhysical address may be differentthan billing ification-signupsEncourage employees, residents,customers to sign uphttps://www.dcwater.com/sign-alertsEncourage employees, residents,customers to sign uphttp://www.capitalert.gov/Conduct a water auditDetermine water needs for eachfacility, and identify those usesthat can be avoided in the eventof a water service interruptionAppendix 3: Resources for PlanningEstablish/review youralternate water planReview yearly, update as neededAppendix 4: Planning WorksheetPlan to have supplies andequipment on hand thatwill reduce water needDetermine the feasibilityof purchasing aninsurance policy or riderto existing policies tocover cleanup anddamage expenses fromsewer backupsIf items cannot be stored onsite,make arrangements ahead oftime for delivery of supplies(Note: That during a large-scalewater outage numerous entitiesmay be competing for the sameresources/vendors)Cleanup and damages from sewerdamages are most often theresponsibility of the propertyowner. The property owner isrequired to maintain the sewerservice line and remove any clogsin the lateral line between thefacility and the utility ownedmain.3Appendix 4: Planning WorksheetInsert Insurance Company/Policy

ActivityResponse ActionsContact a licensed plumber with abackflow prevention certificationto test the system.If the system does not have aEvaluate the backflowbackflow prevention system,prevention systemcontact the DC Water PublicOutreach Manager at 202-7872003 to see if reimbursement forthe installation of a system ispossible.Information about crossDetermine if waterconnection control is available atsystem cross connections DC Water Compliance Programare possible(202-364-3144) or by emailat crossconnection@dcwater.comDetermine where the facility(ices)are connected to the waterIdentify the location ofmain(s) by viewing “as built”the service linedrawings or ask DC Water if theyconnection(s)have information aboutconnectionsNotify employees,residents, or otherstakeholders in yourorganization about whoSet up an automated text, email,provides water to youror phone call service to notifyfacility and theusersappropriate responseaction to an outage orpublic noticeDevelop use notificationtemplates for each differentPrepare notificationwater use advisory type. Modelmaterialstemplates contained in Appendix7.Establish relationshipsCoordinate with other criticalwith partners in yourcustomers in your sector tosectorcompare emergencypreparedness protocols and shareinformationAgency specific items4ResourcesAppendix 5: Maintenance and InspectionEvaluate the backflow prevention systemAppendix 5: Maintenance and InspectionDetermine the location of nearby crossconnectionsAppendix 5: Maintenance and InspectionWater main shut off procedureInsert a link to your organization’s notificationproceduresAppendix 7: Safe Drinking Water During anOutageModel Notification Templates

During a Disaster ActivityReport drinking waterand/or sewer problems toDC WaterReport injuries or propertydamage to DC WaterMaintain situationalawareness by checking DCWater’s webpage foralertsParticipate inMetropolitan WashingtonCouncil of ce calls, asappropriateMonitor the District ofColumbia’s emergencyalert system AlertDCReview/activate theAlternate Water PlanUtilize supplies to reducewater needReview/activate theCOOP/BCP/COG PlanContact the insurancecompany in the event ofdamage/clean upResponse ActionsOnline: Type into the onlineform and avoid cutting andpasting to prevent formattingerrorsBy Phone: Contact the DC Water24-Hour Command CenterOn Twitter: Send a tweetIf you believe an injury, vehicle orpersonal property damage was aresult of an accident or workperformed by DC WaterAlerts appear as orange iconson the webpageRegional IncidentCommunication andCoordination System (RICCS)membership, contact COG at202-962-3269 or atriccs@mwcog.org.Monitor for emergency alertsand take appropriate actions tomitigate impacts to you andyour business.Alternate water plans mayinclude internal purificationsystem, storage, or an alternatewater source. Contact the localEmergency ManagementAgency for assistance. Consideractivating your Continuity ofOperations Plan (COOP) orBusiness Continuity Plan.May require ordering suppliesfrom predetermined vendorsConsider COOP locationsoutside of the water utilityservice areaThe insurance company mayneed to be notified before workbegins to cover a portion 202- 612-3400@dcwater or /claimshttps://dcwater.com/RICCS member loginhttps://hsema.dc.gov/page/alertdcInsert a link to your organization’s alternatewater planIf your organization doesn’t have a plan,consider consulting the CDC EmergencyWater Supply Planning Guide as a referenceInsert a link to your organization’s alternatewater planInsert a link to your organization’sCOOP/BCP/COG PlanInsurance company/policy

ActivityResponse Actionsdamage/clean-up costsBoil Water Advisory:Boil/disinfect water prior to useRespond to public NoticeDo Not Drink Advisory: AvoidAdvisory on water Usedrinking from the tap until DCWater announces that the water issafe again. Indicates that nothingcan be done locally to make thewater safe to drink.Do Not Use Advisory: Do not usetap water for any purpose until DCWater announces that the water issafeTake actions in the event a Contact DC Water at 202-612flood impacts your3400 for water and sewer actionsdrinking water or sewerto take during flooding events.serviceTake actions in the eventImmediately report sewer backupsof a sewer backupto DC Water's Water and SewerEmergency Line by calling 202-6123400.Make an emergencyrequestContact a cleaning and restorationspecialist for services.DC Water does not providewater to customers in the eventof a water outage but may beable to provide certain kinds ofassistance (e.g., guidance aboutflushing, potable waterdistribution locations).ResourcesAppendix 6: Preparing for and Respondingto a Water OutageAppendix 7: Safe Drinking Water During anOutageAppendix 8: Preparedness for SpecificEventsWhat to do in the event of a floodAppendix 8: Preparedness for SpecificEventsWhat to do in the event of a sewer backupEmergency Command Center: 202-612-3400Agency Specific ItemsPost Disaster/Emergency ActivityDetermine if a clean-upor damage claim againstDC Water is appropriateFlush internal waterlines to make sure theResponse ActionsA detailed investigation isrequired prior to DC Watermaking a final determination asto the cause of a sewer backupContact DC Water for instructions6ResourcesCall DC Water Risk Management Office 202-7872052 to initiate a claimDC Water: 202-612-3400 or as given as part ofincident

Activitywater is safe and cleanDispose of contaminatedfood/waterCheck sewage linesConduct an After ActionConference/ReviewShare lessons learnedResponse ActionsAvoid using any food or waterthat has come in contact withuntreated water or sewage.Contact DOH for additional foodand public health concerns.Check sewage lines to see thatthey are intact before flushingtoilets. Contact DC Water forinstructions.Facilitate a discussion regardingthe lessons learned and bestpractices identified during theresponse to the emergencyDistribute the results of yourorganization’s After ActionReview to other criticalcustomers in your sector andseek out additional learning fromtheir AARs.Agency Specific Items7ResourcesInternal communications planandFact Sheet: Food Safety During an EmergencyDC Water at 202-612-3400Appendix 10: After Action Report Guidance

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AcknowledgementsThe following agencies assisted in compiling and reviewing this document:General Services Administration (GSA)Central Heating PlantInternational Monetary FundAkridge InvestedPrince George’s County Fire and EMS DepartmentDC Water Office of Emergency ManagementDC Homeland Security and Emergency Management AgencyDowntown DC Business Improvement DistrictSodexoGolden Triangle Business Improvement DistrictWashington Suburban Sanitary CommissionStoddard Baptist Global CareAmerican UniversityBridgeport Hospital9

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Appendices11

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Appendix 1 : Purpose of DocumentThe National Capital Region (NCR) is home to unique characteristics including varied terrain andgeography; the international prominence of the major buildings and monuments in and aroundWashington, D.C.; service as the seat of all three branches of the federal government, and the mixeddistribution of industrial, commercial and office complexes (government and civilian) in the memberjurisdictions. The geographic, natural, governmental, and economic importance of the District makes ita susceptible to natural, man-made, and technological threats and hazards. For example,meteorological hazards, such as a hurricane, may affect the entire region, but industrialaccidents/incidents are more likely to affect those areas within the jurisdictions that haveconcentrations of industrial and commercial activity. Although Washington, D.C. has little industry, andis subject to relatively few natural hazards, its national prominence and internationally recognized andculturally significant monuments, buildings, and resources, makes it a prime target for terrorism. Eachcritical customer should conduct assessments of their organization’s vulnerabilities, risks, and likelyimpacts that each of these hazards/threats pose. The following provides a partial listing of the mostlikely potential hazards that the region faces.Natural Hazards, such as: Urban floods Winter storms Tornadoes Thunderstorms Hurricanes Extreme heat or extreme cold Virus or epidemic Drought EarthquakesMan-made, such as: Special events (e.g. Presidential Inaugurations, Papal Visit, MLB All-Star Game) Hazardous materials Workplace violence Transportation accidents/incidents Infrastructure outages (water, electricity, communications)Terrorism, such as: Conventional weapons (armed assailant incidents) Incendiary devices (e.g., car bombs, improvised explosive devices) Biological or chemical agents Radiological agent Nuclear agent Cyber-terrorism Weapons of mass destruction (one or more of the above)13

The consequences of these emergencies have the potential to disrupt essential services (e.g., drinkingwater service, wastewater services) or mobility, or adversely affect public health and safety and regionalinfrastructure to varying degrees. (Metropolitan Washington Council of Governments RegionalEmergency Coordination Plan)Water Sector Infrastructure InterdependenciesWater is essential to life. Human health, the economy, and many community services rely on water.Water infrastructure damage can adversely affect the operation of all other critical infrastructuresectors. Conversely, damage to other critical infrastructure sectors could negatively affect drinkingwater and wastewater services, thereby creating an infrastructure interdependency. Infrastructureinterdependencies are defined as the relationships between two or more critical infrastructures.The water sector, comprised of drinking water, wastewater, and storm water utilities, has beendesignated by the U.S. Department of Homeland Security (DHS) as one of 16 critical infrastructure andkey resource (CIKR) sectors.Potential Consequences of Drinking Water and Wastewater ServiceDisruptionsPotential Drinking Water Service DisruptionConsequencesLack of water for consumption, cooking, bathing, flushing,fire suppression, etc.Loss of water for commercial irrigation, food supply,production of consumer needsDecreased public confidence in water supplyNeed to access alternate water supplies and/or issue apublic notice to boil waterAdverse economic effects as industry and localgovernments experience water service interruptionLoss of water for cooling (disabling electrical andtelecommunications equipment)Potential Wastewater Service DisruptionConsequencesSewage or storm water discharges (causingdamage to buildings, institutions, and landmarks)Release of hazardous chemicals into wastewater,negatively affecting public health and theenvironmentNeed to pre-treat wastewater before enterswastewater treatment plant; need to properlydispose of wastewater residualLack of wastewater services, posing public healthand sanitation issuesSewage or storm water discharges (causingdamage plants, animals, and aquatic life)Adverse economic impacts, loss of property, anddamaged service provider reputationCritical CustomersDC Water 'Critical Customers' are defined as consumers or service connections that are critical to communityresiliency (public safety or health), or demand a large volume of water to sustain economic resiliency, or service asusceptible population such as and specific to Washington D.C.: First Responder Organizations / Police / Fire / EMTs Hospitals / Medical Centers (including dialysis centers) Local / Federal Government Facilities necessary for public safety / health Mass Transit Stations Nursing Homes / Assisted Living / Homeless Shelters Potable Water Haulers Power Provider14

Public Shelters / Cooling Centers / Water Parks / Municipal PoolsRadio / TV Broadcast CentersState / Local Emergency Management AgenciesUniversities / High Schools / Elementary / Middle Schools / Preschool and Day Care Centers15

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Appendix 2 : Information and CommunicationCommunication BasicsTo effectively communicate with DC Water, verify the following: Make sure DC Water has the correctcontact information for each facility. This includes the physical address of all facilities, as well as amailing/billing address. Make sure facility(ies) are signed up as a critical customer to receive additional notification inthe event of a service disruption. Critical Customer information can be updated ation-signups.Encourage staff, residents, or other water users to sign up for emergency alerts from DC Water:https://www.dcwater.com/sign-alerts. They can also sign up to receive alerts through AlertDC,the District of Columbia’s emergency alerting platform, here https://hsema.dc.gov/page/alertdcIf a water or wastewater emergency arises, follow these steps to communicate effectively with DCWater:1. Report problems via https://www.dcwater.com/report-problem, maintain situationalawareness as information changes.2. If a problem is reported via external alert, stay up to date as information changes.3. To maintain situational awareness, check DC Water’s Webpage regularly for notices. Alerts willappear under an orange tab on the left-hand side of the screen that says “ALERT”.4. Use the resources described in Appendix D to communicate and coordinate with othercommunity partners.Notice LevelsContact DC Water at 202-612-3400 for information about the type of emergency and what to do. Thelocal media and emergency response agencies may also be a source of information. Specific instructionswill be issued for each type of emergency. If a BOIL WATER advisory has been issued, refer to instructions in Appendix 7 on how to makeyour water safe to drink.If a DO NOT DRINK ADVISORY has been issued, avoid drinking from the tap until DC Waterannounces that the water is safe again.If a DO NOT USE ADVISORY has been issued, do not use tap water for any purpose until DCWater announces that the water is safe again.17

Response PartnersUse the contact information for these response partners to coordinate before, during, or after anincident.Response PartnerApplicable State orDistrict EnvironmentalDepartmentState Health DepartmentBig Box StoresAdvisory NeighborhoodCommissions (ANC), D.C.onlyDescriptionAgency responsible for energy andenvironmental issues, issuing permits,monitoring environmental conditions,providing funding and technicalassistance, assessing environmentalrisks, developing policies, inspectingfacilities, enforcing environmentalregulations, working with other entitiesto solve every day environmental issues,and informing and educating the publicon local environmental trends and theirbenefits.Contact InformationDC Department of Energy andEnvironment 202-535-2600Health Department responsibilitiesinclude identifying health risks;educating the public; preventing andcontrolling diseases, injuries andexposure to environmental hazards;promoting effective communitycollaborations; and optimizing equitableaccess to community resources.DC Health 202-442-5955Big box stores will have many of thesupplies necessary during an emergencyresponse.An ANC is a non-partisan, neighborhoodbody made up of locally electedrepresentatives called AdvisoryNeighborhood Commissioners. Use linknumber 1 to the right to determine yourfacility’s ANC and link number 2 toaccess the contact information for thecommission. The phone numberprovided can be called regarding andANC related questions.Maryland Department of theEnvironment 410-537-3000Virginia Department ofEnvironmental Quality 804-6984000Maryland Department of Health877-463-3464Virginia 804 864-7026(emergency preparednesscenter)Insert contact information .gov/202-727-9945Preparation and Notification ResourcesThe following resources exist to assist customers to prepare for an emergency event.18

RICCS, or Regional Incident Communication and Coordination System, provides a system for D.C.area organizations to collaborate to prepare for an emergency. This system’s most used featureis an instant text messaging system that is used in capital area emergencies. The RICCS is notintended to supersede, replace, or duplicate the existing communications and informationsharing that routinely occurs among federal, state, and local emergency managementorganizations. Rather, it is intended to focus on information and coordination from a regionalperspective.Health Alert Network (HAN) is DC Health’s primary method of sharing cleared informationabout urgent public health incidents with public information officers; federal, state, territorial,tribal, and local public health practitioners; clinicians; and public health laboratories.WebEOC is a technology that tracks incidents and organizes responses. It includes systems forcommunication, information management, and data visualization.Local Emergency Management Agency contact your local emergency management agency foraccess to situational awareness platforms such as WebEOC.FEMA, or Federal Emergency Management Agency, issues updates and safety tips through anapp that customers can download to their smart devices. The FEMA website providessuggestions for emergency preparation and management.When DC Water issues a notice of service interruption, it will generally contain the following information. Recommended ingestion or inhalation rate of contaminated waterAppropriate response actionThe start time and, when available, the anticipated length of the outageThe current scope of the outage (e.g., local, or regional)How to notify customersAs a critical customer, it will be your responsibility to notify the employees, residents, or other peopleyour organization provides water for of the appropriate response action to an outage or notice. Set upan automated text, email, or phone call service so that all users will be properly notified. In the event ofan outage or notice, communicate clearly what the notice means, and direct the user to DC Water’swebsite for more information.Impacts of an outageDetermine how the temporary suspension of other utilities or public services may affect operations anddevelop plans to mitigate the impacts. These include: Transportation: Trains and busses require water to run, so a major water event may causesignificant interruptions in public transportation schedules. Anticipate low staff numbers in theevent of a city-wide interruption in water supply.Medical facilities: Medical facilities may be shut down or become overwhelmed with patients inthe event of a major water service interruption.Electricity: Power generators often require water for cooling, cleaning, and employee health.Water service interruptions may lead to power service interruptions.Shipping and Postal Services: May have to slow or stop their function.Food service providers: Restaurants and grocery stores may not be able to cook or clean.19

Appendix 3 : Resources for PlanningGeneral Planning InformationIn the event of a water outage incident, DC Water is under no obligation to provide alternate water toindividual customers and/or critical customers. Each individual customer/or critical customer should reviewand verify their alternate water plan.Understand Water Usage through a Water Use AuditCustomers should conduct a water use and vulnerabilities audit. The water use audit will help identifyemergency conservation measures that could be used. Also, this audit can identify conservationmeasures that are easy and simple to implement, resulting in less water use and lower water bills for thefacility.Customers should determine water needs for each of its facilities and identify those uses that can beavoided in the event of a water service interruption. Fill in the blanks of this chart to conduct a wateraudit.UseDrinkingWashing ionsBathingLaundryCleanlinessNecessary(potable or nonpotable)PotablePotableNon-potableGallons perperson (gpp)UsersEssential orNonEssentialTotal(Gallons)PotableTotalIdentify vulnerabilitiesAll facilities have different internal vulnerabilities. It is important to evaluate vulnerabilities and comeup with a plan to overcome any difficulties that might be faced when responding to an emergency. Thefollowing are some examples of vulnerabilities a facility may have.20

Enhanced risk of fireMany buildings across a wide areaChallenges communicating with residentsOnly one connection point with a water utilityServed by only one water utilityLack of potable water storageIn the event of a drinking water interruption, DC Water cannot provide water to individual customers orcritical customers. If potable water is essential for your organization’s operations, plan to have analternate water source. The following are some options for alternate water sources to consider. Internal water purification: Is a good choice if your organization has high water needs, but keepin mind it may not function during a power outage. Water storage: Is a good choice if your organization has ample space to store water. Pumping water from a nearby source: Is a good choice if your facility is located close to anotherwater provider and can secure access to resources to pump water to your facility.Plan to have supplies and equipment on hand that will reduce needed water. If items cannot be storedonsite, make arrangements ahead of time for delivery of supplies (Note: during a large-scale wateroutage numerous entities may be vying for the same resources/vendors). The following are someexamples of supplies that would reduce water need: Disposable linens and uniformsWaterless hand sanitizerSponge bathing suppliesPortable toiletsUnderstand DC Water’s RoleWhen planning for an emergency, it is helpful to understand DC Water’s role in emergency response.The following outlines what DC Water can and cannot assist with in the event of an emergency. Cleanup and damages are most often the responsibility of the property owner. The propertyowner is also required to maintain the sewer service line and remove any clogs in the lateral linebetween the facility and the utility owned main. Determine the feasibility of purchasing aninsurance policy or rider to existing policies to cover future cleanup and damage expenses fromsewer backups.Sewer main or lateral line backups or clogs caused by accidental occurrences or from weatherrelated events that result in property damage or other liabilities are most often not theresponsibility of DC Water.DC Water generally does not pay for cleanup costs or damages that result from sewer backups.If appropriate, provide additional information to DC Water to indicate that they are responsible,call (202) 787-2052 to file a claim. A detailed investigation is required prior to DC Water makinga final determination as to the cause of the backup.Alternate Water Supply Overview21

Anticipated Length of Outage 8 hours or less Determine need to limit available water supplies to critical functions only, as evaluated in wateruse audit. Use bottled water for drinking. Use large containers (e.g., 5-&10-gallon) for food prep, hand washing, and other specializedneeds. Use large containers and buckets for toilet flushing. Use back-up groundwater well(s), if available. Use non-potable water for HVAC, if appropriate. Label faucets as NON-POTABLE / DO NOT DRINK. Consider actions that may be necessary if outage continues longer than 8 hours.Anticipated Length of Outage unknown or greater than 8 hours Consult with water utility, health department, and other hospitals in the area. Assess the feasibility of potential actions and alternative water supply options. Limit available water supplies to critic

Customer Service Office 202-354-3600 Response Partners Issue Responsible Office Phone number DC Emergency Concerns DC Homeland Security and Emergency Management (HSEMA) 202 727-6161 Fairfax County Emergency Concerns Fairfax Department of Emergency Management 571-350-1000 Loudoun County Emergency Concerns Loudoun Department of Emergency

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