Crisis Management and Emergency Planning

Transcription

1 Crisis Management and Emergency Planning

2 WHAT IF? What If You had to deal with a flood? What If - today you have 10,000 people on property and the local utility company has a sewer issue that backs up at your facility? What if - you have a hurricane approaching your area?

3 WHAT IF YOU HAD AN ATTRACTION ACCIDENT? What If your facility had a serious attraction issue?. What If - this was your signature ride and someone was seriously injured?

4 WHAT IF THESE PEOPLE CAME TO VISIT?

5 WHAT IF THESE PEOPLE CAME TO VISIT?

6 WHAT IF THESE PEOPLE CAME TO VISIT?

7 WHO IS AFFECTED? Every business has the potential to be a victim This presentation is a broad brush for all of the types of businesses.

8 THINKING AHEAD BE PROACTIVE Build an emergency plan that addresses most emergency situations. Be Prepared Build, Test, Exercise and Train your plan with your employees Conduct Table Top exercises Conduct Mock exercises Review your plan annually Update your plan Update your resource list

9 THINKING AHEAD BE PROACTIVE WHEN BUILDING YOUR PLAN BEGIN WITH THE END IN MIND! The END is getting everything back like it was: Taking care of the injured Taking care of your personnel Restoring your business The END is also being able to defend your actions to: Your Customers Your Employees The Media (Local, State, National, International) The Plaintiffs Attorney and The Jury And walk away with your business still intact!

10 COMPONENTS OF AN EMERGENCY PLAN Identify Issues and the Resources you will need Incident Evaluation(s) Establish who is responsible for specific tasks Communications How will you communicate Command Structure, Command Post, and Emergency Operations Centers (EOC) Identify secondary locations for all, in case primary are not available. Training and Maintenance of the Plan Warning methods Shelter Plans Evacuation Plans Equipment Needs Recovery Mitigation Litigation

11 ISSUES FOR CONCERN Bomb Threats/Bombs Fire: Structure, Vehicle, Chemical, Ride Floods: Large Full Scale Flooding, Localized, Water Breaks on Property, Sewer Breaks Ride Accidents: Serious Injuries, Broken Bones, Waterborne Illnesses, Drowning, Death, etc. Chemical Spills: Localized or Wide Spread (Chlorine, Ash Spills, Fuel, etc.) Electrical Shock: Grounding Issues, Wiring Issues, Junction Boxes Lightning Strike: Multiple deaths or injuries as a result of lightning strikes Crime: Active Shooter, Hostage Situation, Child Abduction, Robbery, Homicide, Suicide, Civil Disturbance, Kidnapping, Arson, Sexual Harassment/Assault, etc. Accidents: Major Vehicle Accident, Plane Crash, Helicopter Crash, etc. Structural Failure: Overs and Unders (Bridges/Tunnels) could fail and collapse. Attraction Weather Related Issues: Tornados, Hurricanes, Thunderstorms, Snow, Ice, etc. Utility Issues: Power Failure, Utility Break, No Water Earthquakes: Major, Minor, Tremor Equipment Failure Food Borne Illnesses Communicable Diseases Death Unrelated to Your Business Wild Animal Employee on the Job Accident Employee Arrest Financial Crisis / Layoffs Workplace Violence Technological Failures Security: Crowd Control, Lost Children, etc.

12 ACTUAL INCIDENT EVALUATION Type of Incident, how could it affect your business? What happens if there are injuries? What are your plans if a employee/guest is killed? What is the SCOPE of the situation? How much can the situation escalate??? What is the Best/Worst Case Scenario? Will it spread? Is it confined to one area? How many people adjacent to the business are or could be affected? What about your Neighbors? What resources will you need with this type of incident?

13 RESOURCES Fire Department Law Enforcement Agencies Emergency Management Agency Emergency Medical Services Utility Districts Hotels, Food Venues, Medical Facilities, Transportation Construction Companies (Heavy Equipment) Specialized Cleaning and Recovery Businesses Management (Local and Corporate) Other Like Business Affiliated Associations and their Members Counselors Clergy Etc.

14 WHO IS RESPONSIBLE DURING AN EMERGENCY? For the overall operation? Long Term.. If that person is not available, what is your succession plan? For writing and maintaining the plan? For the facilities (money, cash offices, buildings, etc)? For handling the media? Public Information Officer Affiliated Associations For notification(s)? Employee Guest Death Messages Who tells the Employee s Family? For Care of the injured? For notifying and getting the proper resources?

15 COMMUNICATIONS In the event of a disaster how will you? Communicate internally (your specific team, management, corporate)? Communicate with your guests? Bull horn, PA System, Phone, Text Messaging, , Radio, Local Informational Radio, etc. Communicate with your employees/team? Bull horn, PA System, Phone, Text Messaging, , Radio, Local Informational Radio, etc. Communicate with your Command Post and EOC? Communicate with your FD/PD/EMS/EMA? Communicate with the media Public Information Office - PIO IAAPA.ORG Crisis Communications Guide Template

16 COMMAND STRUCTURE WHO WILL BE IN CHARGE? If you have a fire, chemical spill, hazard material situation? If you have a ride accident? If you have a crime on park? Robbery, Kidnapping, etc. If you have a Bomb on park? If you have a Helicopter Crash? If you establish a command post? If you establish an EOC? Etc.

17 TRAINING AND MAINTENANCE OF THE PLAN The plan must be maintained Kept current The employees must be trained on the plan and how it works The plan must be exercised. Table Top Exercises Fire Police Emergency Medical Services Emergency Management State Bureau of Investigation Federal Bureau of Investigation Mock Exercises Conducted

18 WARNING METHODS How will you warn? Your Guests? Your Employees? External Citizens? FD/PD/EMS/EMA if they are driving into an area that is not safe. What is the chemical that has spilled and vapors are coming off of it?

19 EVACUATION PLANS How will you evacuate your guests off your property or out of buildings? Which gates / doors do you send them out of? Are you going to send guests into the path of the in-coming FD/PD/EMS/EMA? Are you going to keep them on the property and put them in buildings/theaters, etc.?

20 RECOVERY BEING PROACTIVE Resources needed What will be needed? Personnel needed How many people will it take? Overtime costs What is this going to cost in labor hours? Is this part of a bigger disaster? Legal Issues Who do I have to report this to? Lawsuits How many civil and/or criminal cases could come out of this incident? What do we need to change in our plan?

21 RECOVERY Have you notified the insurance company, inspectors, OSHA, fire marshal, legal, etc.? Insurance does not cover everything Are you under insured? Where is your exposure? How will you recover, rebuild, re-employ, repair, replace? How will you restore the affected area to its previous state? Do you have enough $ Reserves to last you until you can recover?

22 PUBLIC INFORMATION Check your plans to inform pubic and manage the media Designate a Public Information Officer (PIO) Who speaks on behalf of the business? Evaluate media capabilities can they see or get to the incident easily? Establish a media information center Establish news media updates and access policy Channel all media releases through the PIO and CEO (Use PIO for bad news and CEO to deliver good news at the end)

23 MITIGATION HOW WILL YOU ADDRESS? Restoring the business Generating positive public relations for your business Civil Litigation? Guests Employees Adjacent businesses Government Criminal Charges if applicable? Family Issues? Future Medical Issues?

24 Sample Forms

25 Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and Assign Roles Crisis Communications Team Leader Crisis Communication Team Contact List 3.1 Gather Initial Facts and Information Spokesperson Fact Finding Form 3.6 Notify Senior Management/Corporate Office Contact List and Additional Emergency Notification Contact List (As Needed) Crisis Communications Team Leader Senior Management/Corporate Office Contact List Additional Emergency Notifications Contact List Contact First Aid and Local Police, Fire, Emergency Personnel Crisis Communications Team Set Up Liaison with Police, Fire, Medical Personnel, Hospitals, Government Agencies, etc. Public Safety Officer Tell Switchboard/Phone Center Personnel at all Appropriate Locations How to Handle Inquiries and to Whom to Forward Press Inquiries and Calls from Family Members Remind Employees to Refer All Inquiries to Spokesperson Crisis Communications Team Leader Human Resources Officer Receptionist Protocol Press Inquiry Log General Public Inquiry Log

26 FACT FINDING FORM Have emergency services been called? What happened? What time did it happen? Where did it happen? How many guests are involved? How many employees are involved? How many guests or employees are injured or dead? Where are the injured now? What is the extent of the injuries? What attraction or exhibit was involved? What year was the attraction or exhibit built? Who manufactured the attraction? When was the attraction or exhibit last inspected? Who last inspected the attraction or exhibit? Do you own any other of the same or similar attractions? How was the accident caused? Who has been called to investigate? How many accidents have occurred on this ride? What is being done now and will be done in the future to fix this problem? Who was first on the scene? Were there any witnesses? How did employees respond to the situation? How many guests were in attendance at your facility when the event happened? How many guests were inconvenienced or evacuated? What are your security measures or standard operating procedures for dealing with a situation like this? What was damaged? What is the estimated cost of the damage? How many people have safely experienced this attraction or your facility before? How has this affected the rest of the facility? Was anyone stranded or trapped? Has anything like this ever happened before? What are you doing for those involved? Has this attraction/exhibit or one like it been in the news in the past? How fast were you able to provide comfort/care for those involved? What caused this to happen? Are there any details of this event that need to be communicated to the public?

27 SAMPLE CONSIDERATION QUESTIONS FOR INCIDENTS Considerations for a Food-Borne Illness Although food and beverage employees follow strict food safety procedures on a routine basis, as a spokesperson you should be prepared at all times to handle communications regarding a possible food or drinking-water-related illness at your facility. Here are some general procedures to guide the work of the Crisis Communications Team: Emergency and known details are reported to the Crisis Communications Team Leader, who immediately begins the notification process. Crisis Communications Team Leader informs spokesperson of all known details. Spokesperson prepares press statements with sanctioned and verified information in anticipation of press inquiries. Social Media Officer posts your official statement directly to your social media sites or provides links to the information. Rely on food officials, plumbing experts, and medical professionals to give the first report to the Crisis Communications Team Leader that details information such as the type and extent of the incident. Monitor press coverage and social media sites for inaccurate information.

28 CONSIDERATION QUESTIONS Following are questions for the spokesperson to be prepared to answer or to direct to the appropriate expert: How were you alerted to this problem? How many guests/employees may be involved? When were you alerted to the potential problem? Where did the incident occur? What procedures are in place to prevent this? Temperature charts? Hot and cold holding charts? Warehouse receiving log book? Café receiving log book? Training on safe food handling? Are your food employees certified? If so, by whom? Where was the food prepared? When was it prepared? How long was it held before serving? Who is the distributor of product involved? Was medical treatment needed? Provided? If so, by whom? Have the local health authorities been contacted? Has there been any threat of legal action? Has anything like this ever happened before? Do those involved have any known food allergies? Are there people with similar symptoms from same household? Where have they eaten the 72 hours prior to the onset of illness? Has the food product been handled properly from receiving to serving? Was the food product prepared properly? How often is your drinking water tested? Where does your drinking water come from? Continuously get updated information from the Crisis Communications Team Leader, food and beverage personnel, emergency medical personnel, facility maintenance, and local authorities/agencies involved in the event. Update or revise statements as needed. Be sure to coordinate your press statements with those of local authorities. Have your legal counsel review your statement before you release it. If necessary, distribute facts to press via fax, phone, , and/or in person. Post your official statement directly to your social media sites or provide links to the information.

29 The End