Hi everyone—we’ve heard your feedback regarding yesterday’s SMS alert. We want to be “transparent” about what happened and how we are working to make our new system better for all property owners.

Communication Standards & SOPs:

We are currently learning and refining our Standard Operating Procedure (SOP) for the new SMS Text Alert system. Yesterday, the initial text labeled the event as a "scheduled outage." This turned out to be inaccurate, but it was the information available at the moment of the alert.

• Speed vs. Certainty: Our goal is to alert you the moment an event is detected. This may occasionally mean sharing unconfirmed informational updates so that you are not left in the dark while we verify the specific cause.
• Constant Improvement: We are striving to improve our categorization of these alerts to ensure better clarity in the future.

Yesterday’s text stated the outage as "scheduled" when it was actually caused by a tree falling on a power line. While the statement was later discovered to be inaccurate, our SOP (Standard Operating Procedure) is to get an alert to your phones the moment an event is detected. We believe that speed is vital, even if some details are initially "unconfirmed."

What we’re doing now & Why the information differed:

• The SOP Priority: Our current protocol prioritizes immediate notification. When an event is reported we push an alert to you instantly even if we are unable to fully confirm all information reported.
• Unconfirmed Information: At the onset of an emergency or event, data is often "unconfirmed." We chose to share the information we have at the time rather than leave residents without any notice while we verified the exact cause.
• Continuous Improvement: We are constantly striving to improve this process. We are currently refining our SMS text tiered alerts to better distinguish between "Confirmed and Unconfirmed" events.
• Fine-Tuning: We are constantly fine-tuning the system to ensure alerts are more accurate during events such as fire, weather or utility infrastructure issues.
• Report Events: We need YOUR help in getting information about an event or emergency. Please report issues to our Santa Fe Trail Ranch Hotline at: (719) 270-1245 (See Something, Say Something). Use the hotline so that information may be shared to all SFTR.

Thank you for your patience as we strive to build a better communication network for Santa Fe Trail Ranch!