On January 17, 1994, Los Angeles faced what has emerged as the most destructive urban disaster in US history--the 6.8-magnitude Northridge earthquake. In addition to the loss of life and damage to structures, thousands of residents and businesses were crippled because they were without necessary utility services for up to 10 days following the quake. The Northridge earthquake taught us the value of preplanning for emergencies while allowing for flexibility in dealing with the unexpected. A written response plan provides a framework for staffing, outlining various responsibilities rather than identifying individuals in specific roles. But no amount of preparation can take the place of dedicated staff members who are willing to place their work above their personal needs.