Define and Document Expectations of EOC Shadow and Shadowee

The expectations of the current EOC shadow are not well defined. For example, often times folks are on the EOC shadow schedule, but aren't actually around at the time. During an incident or while working on an alert, contacting the EOC shadow is typically not top of mind for the EOC.

We need to define and document the responsibilities and expectations of the EOC shadow, so that we can better train and relieve some anxiety when someone goes on call for the first time.

The following are some things I think we should focus on. Feel free to discuss and propose additional items.

• EOC Shadow signs up for shorter shifts (4 hours?) during their working hours. The Shadow is expected to be available during this time and respond to alerts.
• The Shadow should respond to alerts and collaborate with the EOC in investigating an alert. Currently both the EOC and the Shadow get alerts. We might look into changing the PD schedule to have the Shadow be the first respondent with a short escalation time to the primary EOC.
• The Shadow should respond to every every incident and engage with the EOC to participate in the investigation and troubleshooting process.
• The Shadow should attend the on-call handover meetings.
• The EOC and Shadow should be in regular communication.
  • Prior to your shift, discuss with the EOC during your shift to let them know you're shadowing. This is a good opportunity to discover more about how the EOC that is being shadowed manages their on call responsibilities.
  • Post-Shadow shift debrief where you have time to discuss incidents or alerts in a less time sensitive situation.