Scenarios. Components. Approaches

Transcription

1 Rex Pattison

2 Scenarios Components Approaches

3 London Transport Hit by Terrorists BBC News - July 7, 2005 London bombings toll rises to 37 A series of bomb attacks on London's transport network has killed more than 30 people and injured about 700 others.

4 July?, 200? Explosion on GO Train! Hundreds feared dead on morning commute

5 Tsunami hits Caribbean! Hundreds of Canadian holiday makers unaccounted for

6 Is Tsunami Threat to U.S. West Coast Bigger Than Predicted? John Roach for National Geographic News December 21, 2005 A major earthquake off the U.S. West Coast could produce tsunami waves that send water surging up the coast to much greater heights than previously anticipated, according to scientists.

7 Massive Earthquake hits Vancouver Offices and homes collapse

8 Cascadia Earthquake History * * * ?

9 Explosion destroys HQ Bodies being pulled from rubble.

10 Bird Flu hits Toronto Initial cases already burdening health services!

11 What do these incidents have in common? They kill or injure people They occur fairly frequently They always happen to someone else! No person is immune from harm No organization is immune from the impact

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13 It is 8:15 am You have just dropped your kids off at school and are on your way to work The car radio informs you of a massive explosion on a commuter train The chances are some of your company s employees are on that train You chair the corporate Incident Management Team Are you prepared?

14 Reports dead injured Speculation terrorist action All city transit systems halted What can You Expect?

15 Phone calls from anxious relatives Where will they reach? Who will deal with them? How will they deal with them?

16 Staff anxiety Who is accounted for? Who is not? Will any work get done?

17 Anxious Customers Will you be providing service?

18 Anxious Stakeholders Are my assets safe?

19 Media Are you ready to answer questions?

20 Question If such an event were to happen do you have a plan? or don t you?

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22 1. Accounting for Workers Q1 How do I get a definitive list? HR Files? Available? Accurate? Complete? Temporary Absence? Contractors/Temps.

23 1. Accounting for Workers Q2 How do I get it current in a hurry? Local Knowledge Who? Who else? Access?

24 1. Accounting for Workers Department X Workers PLANNED CALLED ACCOUNTED NAME ABSENCE PRESENT IN FOR Sally Armstrong Fred Butler George Chen Gemma Gillis Christine McDonald Mohamed Nigli Brent Smith Wendy Yu etc etc What would it Look Like? Business Trip Mat. Leave Vacation

25 1. Accounting for Workers Q3 How do maintain the list? Now roll call Ongoing - Walk-ins - Call-ins REQUIREMENTS Someone dedicated to keep track A dedicated number to call An agreed protocol

26 1. Accounting for Workers Department X Workers PLANNED CALLED ACCOUNTED NAME ABSENCE PRESENT IN FOR Sally Armstrong Fred Butler George Chen Gemma Gillis Christine McDonald Mohamed Nigli Brent Smith Wendy Yu etc etc Business Trip Mat. Leave Vacation Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y

27 Phone calls from anxious relatives Where will they reach? Who will deal with them? How will they deal with them?

28 2. Dealing with Telephone Queries Where will they reach?

29 2. Dealing with Telephone Queries Who will deal with them? Call Centre Advantages Professional Information Takers Calls are recorded Removed Physically Removed Emotionally Call Distribution Disadvantage No current protocol to follow

30 2. Dealing with Telephone Queries How will they deal with them? Needs Know there is a situation Have a Emergency Protocol Take details of caller Assure them of call back soon

31 RELATIVE QUERY TYPE of RELATIVE STAFF MEMBER NAME DEPARTMENT CALLER DETAILS SPOUSE CHILD PARENT OTHER

32 3. Family OKs

33 INTERNAL RECAP LIST WHO SHOULD BE IN - - WHO IS IN WALK INS CALL INS = ACCOUNTED FOR WHO NEEDS TO BE ACCOUNTED FOR? EXTERNAL RELATIVES SEEKING ASSURANCE LIST RELATIVE ENQUIRIES RELATIVES OK CALL-IN LIST RELATIVES OK CUSTOMERS STAKEHOLDERS MEDIA BCP

34 PROCESSING RELATIVE ENQUIRIES 1. GOOD NEWS RELATIVE ENQUIRIES MUST MAKE SURE THERE IS A POSITIVE MATCH STAFF ACCOUNTED FOR

35 PROCESSING RELATIVE ENQUIRIES 2. NO NEWS - INFORM RELATIVE ENQUIRIES STAFF TO BE ACCOUNTED FOR

36 3. NO NEWS - HUNT RELATIVE ENQUIRIES HOME STAFF STILL TO BE ACCOUNTED FOR HOSPITAL MISSING PERSONS WEB PAGE SHELTER

37 PROCESSING FAMILY OKs LIST RELATIVES OK

38 CATASTROPHIC INCIDENT CAPABILITY SHORT TERM ISSUES Staff Shortage

39 CATASTROPHIC INCIDENT CAPABILITY SHORT TERM ISSUES Staff Shortage Emotional Impact

40 CATASTROPHIC INCIDENT CAPABILITY SHORT TERM ISSUES Family Shelter?

41 ACCOUNT FOR STAFF REGISTER FAMILY OKs DEAL WITH RELATIVE ENQUIRIES RECONCILE WHAT THEN? ACTIVATE BCPs DAY ONE DAY TWO +

42 LONG TERM IMPLICATIONS Dead or Disabled Staff Temporary Replacement Recent Retirees Field Promotion Contract Staff Traumatized Staff Counseling Redeployment Early Retirement

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44 VARIATIONS ON A THEME INCIDENT HAPPENS ELSEWHERE Few people to account for Difficult to find sources of information INCIDENT OCCURS IN CITY Staff stranded Possible casualties INCIDENT IMPACTS WORKPLACE Relocate operations Account for Staff

45 WHY ACCOUNT FOR STAFF? 1. Because you will be asked! Phone calls from anxious relatives Staff anxiety 2. Need to Reschedule Assignments 3. Need to Keep the Records Straight

46 BUSINESS CONTINUITY PLAN INCIDENT MANAGEMENT PLAN CATASTROPHIC INCIDENT PLAN

47 CATASTROPHIC INCIDENT CAPABILITY PROTOCOLS + TOOLS + PEOPLE

48 CATASTROPHIC INCIDENT CAPABILITY PROTOCOLS Staff Call-in Staff & Relative Call Logging Accounting for Staff List Matching Call Return OK Messaging Web Site Update

49 CATASTROPHIC INCIDENT CAPABILITY TOOLS Dedicated Call-in Phone #s Web Emergency Update Staff Listing Database Call-in Logging Database

50 CATASTROPHIC INCIDENT CAPABILITY PEOPLE Departmental Record Keepers Call-in Record Keepers Call-back Personnel (+ve & -ve) Web Site Updaters Staff / Family OK Messengers Replacement recruitment

51 CATASTROPHIC INCIDENT CAPABILITY OTHER ISSUES Who is In-Charge? Human Resources? Business Continuity Management?

52 CATASTROPHIC INCIDENT CAPABILITY OTHER ISSUES Keeping it Alive! Hopefully once in a lifetime if that! Simple Known Exercised

53 Question If such an event were to happen do you have a plan? or don t you?

54 Developed and Presented by Rex Pattison for the 16 th World Conference on Disaster Management Toronto, June 19 th,