Tidal Basin: A Holistic Approach to Emergency Management Solutions and Large-Scale, Complex Programs

Transitioning from an exclusive focus on preparedness to a more comprehensive approach that incorporates response and recovery, emergency management has drastically evolved since the 1950s. The advancement further accelerated following the terrorist attacks of September 11, 2001, where response and recovery took center stage in helping affected communities cope with the tragedy.

Emerging from this, Daniel Craig, after serving as associate administrator for the Federal Emergency Management Agency’s (FEMA) recovery division, established Tidal Basin Group, a company committed to revolutionizing emergency and disaster management with a holistic focus. He recognized that efforts toward normalcy required a rapid response and a proactive strategy to prevent future occurrences and enhance resilience.

Leveraging their emergency and disaster management expertise, Dan and his team expanded their services beyond governments and took their program management expertise to other industries. They recognized that the lessons learned from disasters could be applied to various sectors to build continuity, enhance resilience, and prevent risks for large-scale, complex programs or projects.

Today’s Technology, Tomorrow’s Resilience

Assisting federal, state, and local governments and organizations across diverse industries, Tidal Basin acts as a guide through developing a robust emergency management model and streamlined approach to receiving timely federal aid. Its end-to-end methodology encompasses all emergency and disaster management elements, like preparedness, response, recovery, and mitigation.

The team understands that the effectiveness of disaster response hinges on the readiness of a client’s workforce, be it in a bustling urban center like New York City or an island population like Puerto Rico. They are former FEMA officials, emergency managers, urban planners, accountants, and engineers. Team Tidal Basin ensures clients receive tailored support from day one by providing staff support, leading emergency operation centers (EOC), and assisting with complex federal reimbursement programs.

“The key pillar of our organization has historically been disaster recovery. Yet, recognizing the evolving nature of complex, mission-focused programs, we embraced the importance of building comprehensive service and technology offerings that solve challenges faced by clients across all phases of emergency management and with large-scale, non-disaster programs. The concept of being ‘stronger together’ underlines our approach regarding individuals and communities and safeguarding technology, cyber systems, and critical infrastructures,” says Craig, CEO.

He believes the first step for municipalities and states is proactively establishing disaster contracts, ensuring a seamless and timely response that circumvents inefficient, mid-crisis interventions. With this mindset, Tidal Basin conducts thorough gap analyses to identify and address potential shortcomings for better preparedness and faster response to disasters. “When disaster strikes,” Craig states, “Tidal Basin’s role is to fulfill whatever needs arise.”

A Community-Driven Approach to Disaster Preparedness and Response

From a community standpoint, Tidal Basin prioritizes the safety and well-being of residents while securing the affected area to create quick access to personal belongings and accelerate the execution of tasks, such as debris removal. This lays the groundwork for post-crisis rebuilding efforts. It also strengthens society against unforeseen challenges with a multifaceted approach that safeguards physical infrastructure, improves cyber resilience, and enhances technological preparedness.

Tidal Basin’s commitment to community support is exemplified by its involvement in aiding Puerto Rico after Hurricane Maria. In just 72 hours following the disaster, the company mobilized over 900 volunteers and deployed advanced technological solutions, enabling quicker and safer home inspections and effective applicant intake and processing. Their team also trained personnel to start field work and guide the community toward recovery.

This achievement demonstrates that contrary to popular belief, preparedness is not merely the initial phase but also a concluding element in the disaster management cycle. With this understanding, Tidal Basin provides comprehensive support to clients during crises by proactively addressing response and recovery aspects, then circling back to prepare for potential future events.

Unifying Technical Resources and Support Competencies

The Phoenix OneCase™ proprietary management software is a pivotal component of Tidal Basin’s portfolio. It is a cloud-based, dynamic, customizable workflow and forms engine originally built by and for disaster and emergency management professionals to rapidly deploy tools for case, program, and grants management. However, the tool has quickly expanded as a completely customizable program management technology solution that can be utilized for numerous use cases across diverse industries.

The case and grant management software modules manage grant funding, track fund allocations, execute sub-recipient funding, and handle applications for assistance and requests for payment and reimbursement. Phoenix OneCase provides an end-to-end solution that streamlines core processes, from grant to program oversight, while eliminating the need for complex integrations with disparate systems. The system also incorporates work order management, allowing efficient assignment of tasks to vendors supporting various aspects of disaster response and recovery.

Strengthening these competencies is Tidal Basin’s acquisition of Capraro Technologies in 2022. This expansion allowed the company to implement software changes within hours, offering a swift and personalized solution to mitigate client issues. An excellent example of this proficiency involved a client requiring a case management software implementation aligned with their demands. Swiftly addressing their need, Tidal Basin deployed a customized solution within 48 hours.

In 2022, Tidal Basin established a call center company called TB Customer Relations, LLC, to address the pressing need for prompt and effective methods of conducting program outreach and simultaneously processing applications for assistance while maintaining quality control and interoperability across the program’s lifecycle. Tidal Basin created an integrated and seamless solution for clients by bringing call center operations in-house and leveraging proprietary software, elevating the overall service experience.

Beyond these core technology competencies, the company extends its services to encompass managed IT services, including hosting for clients, security oversight, monitoring of systems, and help desk solutions. These capabilities combine remote assistance, a call center, technical resources, and on-the-ground support to respond to incidents and client needs. A notable instance where these combined capabilities were crucial was Hurricane Ian, a natural disaster that affected many Floridians. Leveraging its innovative and customer-centric services, the company enabled relevant entities to safeguard the communities and aid residents in recovering from the hurricane.

Cloud and Integration Proficiency

Partnering with various cloud providers, Tidal Basin assists clients in determining the best fit for their needs, whether they are transitioning from on-premises to a cloud-hosted environment, developing custom applications within a cloud-hosted framework, or needing ongoing support.

The company also specializes in integration services, facilitating the seamless integration of different software tools. This is particularly crucial during crises when applications must be set up rapidly, and the work must be coordinated across multiple systems.

Notably, Tidal Basin was entrusted by the state of Florida to manage its Starlink services, a technology that provides internet connectivity to remote or disaster-affected areas. This innovative communications platform changed the emergency response landscape by offering a cost-effective solution for coordination and collaboration, especially in remote locations where traditional broadband deployment may not be feasible. Tidal Basin’s involvement in managing the Starlink connections highlighted its adaptability to emerging technologies. Today, the company continues to enhance connectivity and communication, enabling quicker and more effective responses to address client needs.

The concept of being ‘stronger together’ underlines our approach, not only in terms of individuals and communities but in safeguarding technology, cyber systems, and critical infrastructures

“At our core lies a simple yet profound philosophy, ‘Be stronger than before.’ This isn’t just a tagline, it’s a guiding principle that permeates every facet of Tidal Basin. We firmly believe in continuous improvement, fueled by the invaluable client feedback that we constantly incorporate into our offerings,” says Melissa Gordon, executive vice president.

A United Front against Disasters

“Our goal is to work ourselves out of a job by equipping clients with the resources to manage, respond to, and mitigate crises and emergencies while remaining ready 24/7 to offer support when needed,” says Gordon.

Craig and his team understand that the success of Tidal Basin extends beyond mere profits, as it is intrinsically connected to the welfare of the individuals they serve. They understand that while competition exists within the emergency management industry, Tidal Basin and its contemporaries are united in their passion for helping others—a calling that transcends monetary gains. This collective commitment underscores a philosophy of standing tall as unwavering advocates fighting for the well-being of fellow citizens.

As the field of emergency management evolves, the company maintains its unwavering commitment to people, encompassing both its devoted workforce and the communities it serves. Grounded in the belief of being stronger together, Tidal Basin is set to positively impact the lives of those affected by disasters in the U.S. and the world.