ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE NOTE TO FACILITATOR OnStar would like to extend our appreciation to you and your agency for taking the time to review our OnStar Public Safety Training resources provided for Public Safety Personnel and First Responders. We understand the importance of your jobs and the abundance of information you must possess. The contents of the provided training materials will help your agency identify how OnStar can support you in emergency situations. Our goal is to work as a team with the Public Safety agencies across North America to ensure the safety and security of our subscribers. Your role as Facilitator is vital to ensure your agency’s knowledge and understanding of OnStar emergency services and how they integrate into your policies and procedures. The content of the 2008 OnStar Public Safety Training Materials is still accurate, but we have also provided an updated presentation to include new services since 2008. The OnStar Public Safety Training resources available on our website include the following:  

Facilitator Guide PowerPoint Slide Show

The length of the entire presentation is approximately two hours, but it can also be given in shorter segments as noted in the Facilitator Guide. Again, we want to thank you for choosing to utilize the provided training resources to develop your personnel and increase their knowledge of OnStar Emergency Services. Feel free to contact us if you have any questions, comments or concerns at: [email protected]

The OnStar Public Safety Outreach Team

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Course Goal Upon completion of this presentation, attendees will be able to describe OnStar’s emergency services and the impact on their role as a member of the public safety community. Objectives Upon completion of this presentation, attendees will be able to: 1. Explain how OnStar works 2. Describe OnStar’s emergency services 3. Explain the data available for crash incidents 4. Describe OnStar’s security services 5. Identify how OnStar assists the public safety community Audience  Public Safety and First Responder personnel in the U.S. and Canada Lesson Time This lesson should take approximately two hours or can be facilitated in smaller segments. Advanced Preparation  Print and preview the Facilitator Guide  Preview the Slide Show  Identify how your agency’s standard operating procedures integrate with telematics services such as OnStar Training Aids and Media  Slide Show  Projector  Speakers

*All substantiations are supported by internal OnStar reports.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 5 minutes

Slide 1

3 minutes

Facilitator Notes Introduction and Welcome Note to Facilitator: Facilitator welcomes and introduces self, as appropriate to establish credibility and make a personal connection with the group. Explain: OnStar is merely a conduit to the work you do on scene that requires public safety support. This session is about training and learning, not about selling OnStar. It is important to learn how to work with OnStar as more and more OnStar equipped vehicles are on the road. OnStar 101 Explain: This video contains a basic overview of the OnStar services.

Slide 2

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Facilitator Notes Agenda Note to Facilitator: The agenda slide contains the approximate length of each topic and hyperlinks to advance to that section of the presentation in the event you have time constraints. *40 min for EMS First Responder personnel

Slide 3

2 minutes

Explain: The agenda today is to help you understand how OnStar works, the various OnStar emergency services, and the impact they have on your role as a first responder. I will also tell you about the latest OnStar product called OnStar FMV. Additionally, OnStar feels it is very important you are aware of how to stay connected to OnStar and what OnStar resources are available for you and the public safety community. Lastly, we will summarize the key points of today’s presentation and take time to answer any questions you may have. Now you will review a short overview of OnStar’s Emergency Services. OnStar Emergency Services Video Note to Facilitator: Begin slide show and play video to provide a basic overview of the OnStar Emergency services to review.

Slide 4

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Slide 5

Facilitator Notes How OnStar Works Explain: OnStar is typically a 3-button assembly located in the rearview mirror or headliner. The system is built on a solid foundation and the call centers are accessible 24/7, like you, so they understand the need to be solid and have redundancies so subscribers know they are dependable. Let us start with the basics of the technology. GPS satellites orbit the earth at 12,000 miles continuously streaming navigational data and the OnStar receiver calculates data from at least 3 of those satellites. Upon receipt of an OnStar button press or an automatic crash notification, the vehicle data is sent via wireless connection. This cellular transmission connects the subscriber to one of our call centers.

1 minute

Explain: OnStar Call Centers answer a call for assistance every second of every day — 24/7/365. Trained Advisors work in special teams (Emergency Services, Stolen Vehicle Assistance, Crisis Assist, etc.) to better handle subscriber requests. In an emergency, the Advisor contacts Public Safety with location, crash data and injury status for emergency responders.

Slide 6 1 minute

Explain: It is important to note OnStar services can only be provided with connectivity to the wireless network, battery power to operate the wireless system and an active OnStar subscription.

Slide 7

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: In 1996, OnStar launched services and became available in the U.S. and Canada. Then, in 2009 OnStar launched in China. Additionally, they are exploring other regions of the world where GM sells vehicles.

Slide 8 1 minute

Explain:

And now…OnStar has over 2000 advisors.

There are over 160 advisors trained in emergency services including the French, Spanish and TTY teams. And over 80 advisors trained in stolen vehicle assistance services, including the French team. Slide 9 1 minute

Explain: OnStar now has over six million subscribers.

Slide 10 1 minute

A day in the life of OnStar… Explain: A day in the life of OnStar is best described using an animated image containing blue button keypresses (blue dots), red button keypresses (red dots) and crash incidents (triangle icons) as the day begins on the east coast and how the day ends on the west coast.

Slide 11

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Slide 12

1 minute

Slide 13 1 minute

Slide 14 1 minute

Facilitator Notes Explain: In a typical day, OnStar has 100,000 – 120,000 service interactions per day. These dots represent just vehicle-based calls during a typical 24 hour period from midnight to midnight as the country wakes up. This visual does not include phone calls that OnStar receives. Note: Click to pause and restart the animation to point out the icons appearing on the map. Explain: The OnStar Command Center is staffed 365 days a year, 24 hours a day, 7 days a week to support the call centers and subscribers needs. The command center monitors and manages real time volume between the centers, coordinates with a counterpart IT command center and monitors crisis situations across North America. (Subscriber calls are not received at the command center.) Explain: The OnStar call centers are 365 days a year, 24 hours a day, 7 days a week operations. OnStar services are offered globally. The U.S. and Canada have three call centers, plus one in the Philippines which provides administrative support. (Advisors at the Philippines call center do not handle emergency calls.) OnStar services are also available in China with call centers located in Shanghai and Xiamen. Emergency Services Explain: Now we’ll find out more about how OnStar helps in emergency situations.

Slide 15

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Facilitator Notes Explain: Per month, OnStar receives approximately 2500 automatic crash response calls, 5600 emergency services requests and 7000 Good Samaritan calls. (U.S. and Canada) These are the actual times OnStar helps public safety (contact 91-1) however they triage out far more calls than this every month.

Slide 16

2 minutes

Slide 17

When OnStar receives Good Samaritan calls they have the ability to identify duplicate calls that may be the same incident already reported. This helps eliminate unnecessary additional calls to PSAPs who already receive multiple cell calls. And the OnStar advisor, with the click of the mouse, can connect to the local PSAP. Powerfully Simply Explain: As you can see, OnStar is powerfully simple. So simple even a child can use it. The next slide contains a short call where a seven year old girl was able to unbuckle her booster seat and pressed the OnStar button to report that her Mother was in a diabetic emergency. Her mother was weaving into oncoming traffic and 9-1-1 operators received numerous calls about the vehicle. OnStar was able to provide continuous updates about the vehicle location and conference in the PSAP. We’ll hear a three-minute portion of the call and a short video from the responding officer. (The unedited call is about nineteen minutes long.)

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 3 minutes

Facilitator Notes This is shortened version the audio call.

Slide 18

1 minute

This is the short video from the responding officer.

Slide 19

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity

Facilitator Notes

3 minutes

Explain: What makes OnStar different? - The human connection with LIVE advisors.

Slide 20

Life happens on the road and OnStar advisors are well trained and prepared for emergencies. OnStar receives the same type of calls as 9-1-1 so the training is similar and extensive. Advisors are able to assess the situation and are specially trained to handle emergency calls. OnStar advisors receive four weeks of general OnStar training and are assigned to a non emergency role for approximately three months. Advisors showing high performance and quality measures may be selected for the Emergency Team. Emergency training is five weeks and EMD certification is an additional one week of training. Stolen Vehicle Assistance advisors will also complete an additional four weeks of training. Additionally, ongoing and continuing education is required by OnStar to maintain certification.

2 minutes

Slide 21

Explain: Of course, OnStar advisors also receive calls from subscribers who are directly involved in emergency situations in the vehicle. With EMD certification, Advisors are familiar with medical problems and can provide pre-arrival instructions without delaying first responder response times. They can also provide routes to the nearest hospitals and medical facilities. Good Samaritan calls are becoming one of the more frequent uses of the emergency button. Subscribers report vehicle crashes they have passed by or witnessed, road hazards, criminal and suspicious activity and Amber Alert information. OnStar subscribers use the Emergency Button just as they would 9-1-1 so the calls received are very similar and have reported fires, home invasions and suicides.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity

Facilitator Notes

3 minutes

Explain: Embedded wireless communications link isn't like a cell phone; it's more reliable due to the externally mounted antenna.

Slide 22

The data and voice link to the vehicle are key to emergency incidents. The voice link allows OnStar to speak directly with those in the vehicle and conference others with them. The data link allows for them to determine the location of the vehicle, receive crash data, and send remote commands such as: unlocks, flash lights, sound horns, remote ignition block and stolen vehicle slowdown. OnStar’s GPS offers precise location and advisors can also use aerial imagery to help public safety locate incidents. Since inception, OnStar has created and maintained an extensive PSAP database of jurisdictional boundaries and contact numbers. OnStar’s advisor application provides real time information to keep advisors informed about weather and Amber alerts. OnStar has bilingual advisors who can speak French and Spanish and the advisors also have access to the Language Line for other languages. Communications impaired subscribers have TTY capabilities to communicate with advisors. (*not available in Canada) The Command Center monitors the call volume, weather and potential impacts to our subscribers 24/7. Advisors can connect subscribers with poison control and the suicide prevention hotline in addition to providing EMD.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 4 minutes

Slide 23

Facilitator Notes EMD Explain: As mentioned, OnStar Emergency Advisors are now trained to provide EMD and prearrival instructions. EMD calls are handled in parallel by two OnStar Emergency Advisors. Let’s take a closer look at the OnStar EMD process so you can understand how it may affect your role. Click 1 1. Advisor 1 receives the call from the vehicle (or through OnStar’s toll free number). 2. Determines the nature of the emergency (and if EMD is needed). 3. Verifies location. Click 2 4. Conferences in a partner (Advisor 2) within the same call center to perform EMD while Advisor 1 simultaneously contacts the 9-1-1 center. Click 3 5. The advisor speaking to the 9-1-1 center will verify jurisdiction, provide location and a brief description of the incident, as they did before EMD was implemented. In addition, this advisor has the ProQA® summary tab open and can see and provide this information to the 9-1-1 center if they desire it: 

responses to the EMD questions that have been answered by the caller.



the determinant code, if EMD has progressed that far.



any pre-arrival instructions that may have been provided.

6. The advisors will coordinate with each other and the 9-1-1 center to obtain any additional information necessary to facilitate the appropriate dispatch of help to the caller.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Automatic Crash Response Explain: Now we will take a look at OnStar’s flagship service, Automatic Crash Response, ACR.

Slide 24 3 minutes

Explain: OnStar’s parent company, GM, has a strong commitment to improve safety, hence the three levels of protection: Before, During and After a crash.  

Slide 25



2 minutes

Before a crash, GM vehicles are equipped with various crash avoidance and driver assistance technologies. During a crash, systems are in place to help absorb energy from an impact. For example, in a crash crumple zones are designed to collapse and absorb the energy rather pass it on to an occupant and pretensioners may auto lock a seatbelt to ensure proper occupant positioning prior to airbag deployment. After a crash various automatic systems are in place to provide occupant protection. OnStar receives crash and injury severity prediction data (on select models) to relay to public safety.

Crash Victim Helped by OnStar Explain: This is a letter from a subscriber involved in a crash.

Slide 26

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: OnStar customers are often impacted so much by their experiences, they share their stories. This is one of thousands of examples of letters and emails received.

Slide 27 2 minutes

Slide 28

1 minute

Explain: Now we will cover automatic crash response incidents in more detail. Over time OnStar has evolved and incorporated sensors that are more sophisticated to notify OnStar in moderate to severe crashes. The sensors send info even if the vehicle occupant can’t. The great thing is that it's automatic. If you’re in an accident you may not be able to call for help, OnStar does it automatically The car shows outgoing call with data burst -- this is an example of an advisor’s view. Let's look at each element. Explain: The map shows precise location information including the Latitude/Longitude of a crash along with the nearest intersection.

Slide 29 1 minute

Explain: Advisors receive information about the vehicle and the owner. The vehicle information includes the make, model, year, color, and if on file, the license plate number. The vehicle information also identifies the alternate vehicle fuel type (hybrid, fuel cell, Volt, etc) as well.

Slide 30

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: Precise information such as the air bag status, Delta V, direction of impact, if there were multiple impacts and whether the vehicle rolled over, may also be available.

Slide 31 1 minute

Explain: And OnStar has an immediate voice connection into the vehicle and an algorithm created to help predict injury severity. Advisors may be able to verbally confirm if the vehicle occupant is female and over 55 years old. Female vehicle occupants over the age of 55 are more likely to be injured.

Slide 32 1 minute

Explain: With the vehicle data and a live connection, OnStar can then connect to PSAP with a single click of the mouse.

Slide 33

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 3 minutes

Facilitator Notes Important Note: Slides 34-45 are more technical in nature and are directed to the EMS trained first responder audience. Skip slides for other audiences, as appropriate. Explain: OnStar’s crash data has been available on select models since 2004 and advisors can verbally relay the information to PSAP. The data can be confusing in raw form, so we will keep it simple. Delta V is really the change in velocity over time. It is not the fall but the sudden stop that will kill you.

Slide 34

Suppose then that two vehicles are heading toward one another on the highway at 100 mph and they collide. Is this necessarily a bad accident? No, they could sideswipe and do little damage to each other. If they hit head on it would be a different matter of course. So impact configuration is also important. Finally, consider the importance of mass ratios (relative weight). If an 80,000 lb truck runs into a 2400 lb car, the car will always be worse off and experience a greater change in velocity than the truck.

2 minutes

Slide 35

Explain: In 2010, OnStar partnered with the GM foundation, GM Safety Engineering and the Centers for Disease Control and Prevention (CDC) to analyze crash data. The research will help determine how the crash data can predict the severity of the injuries of the vehicle occupants and help first responders enroute to the scene. Guidelines and an algorithm to determine if there is a high probability of injuries have also been developed. The real time crash data and algorithm information is communicated to first responders to provide a more targeted response for crash victims.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Slide 36

Facilitator Notes Explain: Injury Severity Prediction (ISP) data points include elements such as:      

Delta V – ISP cannot be calculated without Delta V Principal direction of force – front, rear, etc. Seatbelt use Age (over 55) Multiple severe events (impacts) Vehicle Type –ISP factors can also differ by vehicle type. The National Highway Traffic Safety Administration (NHSTA) has designated the vehicle types (van, pickup, car, etc).

Advisors supplement the vehicle data verbally by identifying the age and gender of the vehicle occupant when possible.

2 minutes

Slide 37

Explain: ISP can be calculated using the Injury Severity Score (ISS) system by identifying the three most severely injured body regions (head/neck/face, chest/abdomen, extremity/external) using the Abbreviated Injury Score (AIS). Injuries are ranked on a scale of 1 to 6, with 1 being minor, 5 severe and 6 an unsurvivable injury. • There can be a maximum score of 75 • The sum of the squares of the single highest AIS in each of the three most severely injured body regions. •

Injury Severity Prediction of HIGH means the: •

Probability is greater than 20% of an ISS greater than or equal to 15 (major trauma)

Is it an exact science? No. Let’s review an example where we change the data points one at a time to see the impact on the probability of injury severity. Reference: Baker, S. P., O'Neill, B., Haddon, Jr, W., & Long, W. B. (1974). The Injury Severity Score: a method for describing patients with multiple injuries and evaluating emergency care. J Trauma, 14(3), 187-196. OnStar, LLC. Revised: 07/31/12

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Facilitator Notes Explain: In this first example, the Delta V is 35 mph/56 kph, the car was struck from the front and was not involved in multiple events or impacts. The driver was not wearing a seatbelt and the driver’s age and gender are unknown. As mentioned, the vehicle is a car. Ask: Given the crash details, do you think there is a high probability of severe injuries?

Slide 38

Click to display risk percentage that align with these variables Results: 24% = HIGH Explain: Remember, anything over 20% is considered HIGH.

1 minute

Explain: Now let us change the impact direction to the left to see how or if the probability changes. Ask: Do you think the probability increased or decreased? Click to display risk percentage that align with these variables Results: 66% = HIGH

Slide 39 1 minute

Explain: Now there are multiple impacts with the same car involved in a front end collision. The driver was not wearing a seatbelt and the age and gender are still unknown. Ask: Do you think the probability increased or decreased? Click to display risk percentage that align with these variables Results: 38% = HIGH

Slide 40

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: In this scenario, the car was still impacted from the front without multiple events/impacts. But this time the unknown driver was wearing a seatbelt. Ask: Do you think the risk increased or decreased? Click to display risk percentage that align with these variables Results: 7%

Slide 41 1 minute

Explain: This example shows the vehicle involved in a front end accident without multiple events, the sixty year old driver was not wearing a seatbelt, and the gender is still unknown. Ask: Do you think the risk increased or decreased? Click to display risk percentage that align with these variables Results: 38% = HIGH

Slide 42 1 minute

Explain: This is the same scenario as the last, but the driver’s gender is female and the age is unknown. Ask: Do you think the risk increased or decreased? Click to display risk percentage that align with these variables Results: 34% = HIGH

Slide 43 1 minute

Explain: This scenario changes the vehicle type to a van. The impact is still from the front without multiple events/impacts and the unknown driver is still not wearing a seatbelt. Ask: Do you think the risk increased or decreased? Click to display risk percentage that align with these variables Results: 14%

Slide 44

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Slide 45

1 minute

Facilitator Notes Explain: The next steps for Injury Severity Prediction involve:     

Refinement of the algorithm Development of standards across the telematic industry Implementation of next Gen 9-1-1 to support crash data delivery to PSAPs and responding units Plan to educate EMS personnel Develop a plan to implement among EMS, 9-1-1 and protocol developers

A day with Public Safety… Explain: OnStar services have been so impactful that emergency personnel have contacted OnStar to tell their story. The next video we are going to watch is about a response to an automatic crash incident.

Slide 46 3 minutes

Troutman, North Carolina Automatic Crash Incident Video

Slide 47

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: Now we will review OnStar’s security services.

Slide 48

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 3 minutes

Facilitator Notes Explain: GM has been implementing a wide variety of enhanced theft deterrence systems. These available systems are in place and active to ensure security before anything happens. For example:

Slide 49

•

Keys containing embedded security

•

Fobs – and keyless fobs

•

Alarms – Vehicle and panic

•

Doors – automatic locks, double locking, latches, glass

•

Remote start and valet provisions

•

Radios contain theft locks

•

Wheel locks

•

VIN security – plates, labeling, secondary VINS, serial numbers traceable to the VIN

•

Most vehicles are equipped with OnStar

During a theft attempt, sensors and alerts are designed to activate the vehicle alarm system. After a vehicle theft (with an active OnStar subscription), OnStar services can help recover the stolen vehicle and apprehend the suspects. •

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On most 2009 and newer vehicles, OnStar can provide the vehicle location, send a signal to block the ignition from being started (Remote Ignition Block), and even slow the vehicle down for law enforcement to safely apprehend suspects (Stolen Vehicle Slowdown). This also helps to prevent unnecessary injuries and fatalities resulting from police chases.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Facilitator Notes Explain: In 2012, Cadillac announced additional enhanced theft deterrent features for the Escalade: •

PASS Key 3+, a sophisticated encryption system for the key, key cylinder and ignition system (Deters: Drive-away thefts)

•

A more-robust steering column-lock system that makes it nearly impossible to maneuver the Escalade onto a flatbed. (Deters: “push-away” thefts)

•

An available new wheel lock system to help prevent the theft of Escalade’s wheels and tires.

•

An available inclination sensor that sets off an alarm when the system senses an unwarranted change of the angle of the vehicle, such as would occur with towing, flat-bedding or lifting the vehicle. (Deters: towing, push-away, and wheel thefts)

Slide 50

1 minute

Explain: OnStar helps free up public safety resources by providing roadside assistance to reduce the road hazards, unlocking vehicles and assisting with stolen vehicle incidents. Advisors process approximately 30,000 roadside assistance requests, 65,000 monthly remote unlocks and 517 stolen vehicle assists monthly.

Slide 51 1 minute

Explain: OnStar has assisted with locating over 57,000 stolen vehicles.

Slide 52

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 3 minutes

Slide 53

Facilitator Notes Explain: We all know auto theft is a problem and high speed chases endanger lives and lead to bad publicity. OnStar is helping with Stolen Vehicle Slowdown (SVS). The SVS service disables the accelerator steering and breaking functionality intact and will slow the vehicle to an idle speed of three to five miles per hour. The service was launched in September, 2008 and has over 82 successful deployments. With SVS they can also help in medical emergencies similar to the diabetic call from earlier. Remote Ignition Block (RIB) is another Stolen Vehicle Assistance service that prevents a vehicle from restarting. OnStar automatically send a Remote Ignition Block signal when they locate a stolen vehicle that is RIB enabled. This service was launched in July, 2009 and has had over 3700 successful deployments. These services are not available on the OnStar FMV units because the system is not embedded into the vehicle’s architecture. Now we’ll watch a short video to learn about the OnStar’s Stolen Vehicle Assistance services and process.

3 minutes

Stolen Vehicle Assistance Video

Slide 54

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Slide 55

3 minutes

Facilitator Notes Explain: In the normal course of business, OnStar will provide stolen vehicle assistance but requires two main criteria for legal purposes: 

The subscriber’s request, which is now presumed if the vehicle is reported stolen to law enforcement and



Confirmation law enforcement is treating the vehicle as stolen. While previously confirmed with a report, OnStar now accepts verbal confirmation on a recorded line.

Explain: Under other circumstances, OnStar can help, but require legal authority to assist. Missing person cases* require:  

Slide 56



Confirmation that Law Enforcement is treating the person as missing, Certification confirming the sole purpose of the request is to find the missing person, and Involves imminent threat to life or limb.

*It is important to note that Missing Person location is not an OnStar service, but OnStar works with law enforcement as a public service. OnStar assists law enforcement about 200 times per month for missing persons incidents. Criminal matters* may require a:   

Court order with probable cause Court order promissory in certain urgent circumstances, and/or Subpoena for historical records.

*Please Contact OnStar at 866-866-5006 before seeking legal authorization to confirm the involved vehicle is active and OnStar will be able to assist. OnStar cannot remotely activate systems in a vehicle unless a keypress from the vehicle is received.

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Crisis Assist Explain: Another emergency service offered by OnStar is Crisis Assist.

Slide 57 2 minutes

Slide 58

1 minute

Explain: No matter what subscription package, OnStar will help by being a central point of contact to provide assistance and information to all subscribers during a crisis situation. Advisors have access to evacuation routes, can conference in relatives and family to let them know the subscriber is safe, assist with hotel reservations, the location of food, water and medical supplies, detailed information about the crisis, directions to hospitals and available fuel, as well as provide special needs assistance and utility information. Explain: Here is another impactful subscriber experience with a note of thanks to OnStar for the services received during the Baltimore Earthquake in August, 2011.

Slide 59 1 minute

Explain: OnStar prides itself on bringing peace of mind to subscribers.

Slide 60

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 1 minute

Facilitator Notes Explain: OnStar continues to develop cutting edge technology to safety connect subscribers in ways never thought possible. OnStar For My Vehicle (FMV), the latest product/service became available July 2011 in the US. (Plans for release in Canada are in progress).

Slide 61 2 minutes

Slide 62

1 minute

Explain: OnStar FMV allows over 90 million eligible non-GM vehicles to have a wide range of OnStar services and professional installation is handled at consumer electronic stores. The common three button assembly contains the phone button, blue button and red button. There is an accelerometer in the mirror to detect crash incidents, but it cannot detect an airbag deployment because the FMV is not integrated and connected into the vehicle’s architecture as it is in a GM vehicle. A GPS chip is included to assist in tracking the vehicle in the unfortunate event it is stolen, but OnStar cannot block the ignition or slow it down. Bluetooth and an embedded cell phone are also available so the driver can keep eyes on the road and hands on the wheel while safely staying connected to others. Explain: OnStar strives to communicate and train public safety through their public safety website.

Slide 63 2 minutes

Explain: OnStar encourages you to visit their public safety website to stay up to date on emergency services information and training materials. If you have any questions at all, contact them with any and all questions using their emergency services email.

Slide 64

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Or if you are following up about an emergency incident, use the dedicated 24 hour public safety number to reach the call center for more information. For Public Safety Training Use Only Page

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ONSTAR PUBLIC SAFETY TRAINING FACILITATOR GUIDE Activity 2 minutes

Facilitator Notes Important Points to Remember Explain: In conclusion, we hope you’ve learned more about OnStar and the various emergency services that impact your role and what OnStar is doing to help the public safety community while strengthening the relationship to work closely together. Please remember the following important points:

Slide 65

1 minute



OnStar can be a valuable tool for public safety.



In order to help, OnStar needs: o An active subscription o Cellular connectivity and battery power o Legal authorization if the vehicle is not considered stolen or an emergency

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To request OnStar’s help: o Call 866-866-5006 for emergencies o Email [email protected] for non emergencies o Contact Public Safety Outreach team if you have additional questions/requests related to training materials, OnStar emergency services or process.

Ask: Are there any questions?

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OnStar, LLC. Revised: 07/31/12

For Public Safety Training Use Only Page

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