Phoebe Scruggs
When Tropical Storm Helene struck the City of Asheville on September 26, 2024, the city appeared prepared. A well-developed continuity of operations plan (COOP) was activated, the emergency operations center (EOC) was staffed and public safety resources were staged. However, preceding storms had already saturated the region, swelling rivers and creeks beyond expectations. When Helene passed, the resulting damage far exceeded anticipated impacts.
Entire communities were flooded, power and communications systems failed and cellular service was largely unavailable across Buncombe County. Fallen trees destroyed critical infrastructure, marking the beginning of a multi-week emergency response and a months-long recovery effort involving local, state and federal agencies. All of this required reliable, adaptable technology to support life safety, rescue and recovery operations.
In the immediate aftermath, swift water rescue teams and search-and-rescue units arrived from across the country. With cellular networks down due to fiber damage and tower failures, alternative communication methods became essential. The City’s IT radio systems team worked around the clock to reconfigure public safety radio systems, enabling interoperability among diverse agencies and ensuring radio towers remained operational during extended power outages.
When infrastructure fails and conditions exceed expectations, the ability to adapt quickly can make a significant difference in protecting lives and supporting recovery.
Specialized public safety vehicles, including a command bus and drone units, served as mobile command posts in impacted areas. These vehicles used Starlink satellite systems to maintain connectivity between field operations and the EOC. IT staff were deployed on-site to support a wide range of technical needs, including coordination with FEMA, the National Guard and federal officials during high-level visits.
IT teams played a critical role in supporting drone operations, camera systems, data sharing and temporary network deployment. They also maintained building-based cellular repeaters and Wi-Fi access for first responders and, where possible, the public. With fiber and broadband systems offline for weeks, IT rapidly deployed 14 Starlink units across key locations, including EOCs and municipal facilities.
Maintaining cybersecurity during this period was equally critical. As networks were expanded and adapted under emergency conditions, the City’s cybersecurity team coordinated closely with state and federal partners to monitor systems, firewalls and access points, ensuring data integrity and protection against emerging threats.
Cellular providers responded with emergency support, deploying mobile towers and repeaters. City IT staff coordinated the placement and operation of this equipment, ensuring compliance with curfews and prioritizing access for public safety personnel. Pre-existing relationships with service providers enabled rapid deployment and improved service restoration during a critical time.
Geographic Information Systems (GIS) also became essential tools for response coordination. IT teams generated real-time maps detailing search areas, rescue progress, infrastructure damage and resource distribution. When regional fiber damage disrupted access to hosted GIS platforms, IT developed alternative solutions to ensure continuous availability of mapping data for decision-makers and field teams.
The storm also caused severe damage to the City’s water system. One of three treatment plants became inaccessible except by foot for weeks. The U.S. Army Corps of Engineers assisted with repairing infrastructure and restoring operations, including addressing heavy sediment contamination caused by runoff. Starlink systems were deployed at all three water plants to restore communications after fiber connections failed. These systems remain in place today as redundant network links and require ongoing configuration for failover capabilities and account management.
Although recovery is ongoing and will take years, the response to Helene provided valuable insights. The City’s strengths included the dedication of IT staff, first responders and partner agencies, as well as strong interagency relationships. At the same time, the event highlighted areas for improvement, including the need for greater redundancy in communications systems, enhanced logistical planning for staff deployment during widespread disruption and better maintenance of additional equipment reserves for rapid deployment.
Ultimately, the experience underscored the critical role of resilient, flexible and secure technology in modern emergency response. When infrastructure fails and conditions exceed expectations, the ability to adapt quickly can make a significant difference in protecting lives and supporting recovery.
