Insight from the Trenches: Eileen Unger


Implementing the Incident Command System (ICS) at a utility can be a challenge. Most of the materials and training are geared towards public sector agencies and first responders, making it hard for utility folks to envision how it might work for their operation. One of the ways I like to explain it is to think of it as a temporary management structure that’s used to organize additional employees from around the organization to support the operations folks. I also explain the benefit of adhering to the key features and principles of ICS, while modifying the organizational structure to fit the needs of a utility. One common position that’s often added to a utility ICS structure is a Customer Service position. Our key responsibility is to provide a critical service to our customers, so it’s only natural that such a position is just as important as Safety Officer.

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