Crisis Management
description
Transcript of Crisis Management
Crisis Management &Crisis Management &Emergency ResponseEmergency Response
Pennsylvania Bus AssociationPennsylvania Bus Association
Ocean City, MD Ocean City, MD
June 12, 2007June 12, 2007
Matthew Daecher, Daecher Consulting Group
Camp Hill, PA
Before we start…Before we start…
Entire slideshow available for download at: Entire slideshow available for download at:
www.safetyteam.com/general/pba2007.htmlwww.safetyteam.com/general/pba2007.html
If you encounter problems:If you encounter problems:
[email protected]@safetyteam.com
Are You Prepared?Are You Prepared?
Well-managed companies have policies and Well-managed companies have policies and procedures that are followed in the event of an procedures that are followed in the event of an accident. However, most accidents are not accident. However, most accidents are not catastrophes. catastrophes.
Catastrophes are situations involving injuries that Catastrophes are situations involving injuries that require hospitalization or fatalities, or major require hospitalization or fatalities, or major environmental events environmental events
Because catastrophes are rare, many companies Because catastrophes are rare, many companies are caught off-guard when such an accident are caught off-guard when such an accident occurs.occurs.
Are You Ready?Are You Ready?
A crisis response plan needs to:A crisis response plan needs to:
1.1. Consider your risks and vulnerabilitiesConsider your risks and vulnerabilities
2.2. Address various scenariosAddress various scenarios
3.3. Organize your responseOrganize your response
4.4. Prepare your employeesPrepare your employees
Crisis Response PlanCrisis Response Plan
Will provide well thought out direction and Will provide well thought out direction and response measures in a time of extreme response measures in a time of extreme stress and confusionstress and confusion
Will help avoid overlooking areas which Will help avoid overlooking areas which need to be addressed that may otherwise need to be addressed that may otherwise be overlooked in the heat of the moment be overlooked in the heat of the moment and cause additional confusion and stressand cause additional confusion and stress
One Size Will Not Fit AllOne Size Will Not Fit All
Different plans, protocols will be necessary Different plans, protocols will be necessary for different scenarios, but many scenarios for different scenarios, but many scenarios will have common themes/items which will will have common themes/items which will need to be addressed.need to be addressed.
Ultimately, create the scenarios; plan the Ultimately, create the scenarios; plan the ideal response; think of what would be ideal response; think of what would be needed to achieve the desired response; needed to achieve the desired response; and write it into a plan and write it into a plan
One Size Will Not Fit AllOne Size Will Not Fit All
Place yourself in real-world scenarios from Place yourself in real-world scenarios from the past and consider everything you the past and consider everything you see/know – consider response needs and see/know – consider response needs and ways to achieve themways to achieve them
Plan Development & ImplementationPlan Development & Implementation
Assess threats/scenariosAssess threats/scenarios
Assess vulnerability against threatsAssess vulnerability against threats
Determine prioritized risk based on aboveDetermine prioritized risk based on above
Reduce risk where possibleReduce risk where possible
Prepare, stay prepared and alertPrepare, stay prepared and alert
Reassess risk on regular basisReassess risk on regular basis
Most likely scenarios:Most likely scenarios:
Serious MVA/Bus incidentSerious MVA/Bus incident
Security threat on vehicleSecurity threat on vehicle
Emergency incident at your facilityEmergency incident at your facility
External incident which affects your External incident which affects your operation (terrorism, natural disaster)operation (terrorism, natural disaster)
Security threat/incident at facilitySecurity threat/incident at facility
Major Components - Crisis Major Components - Crisis Plan:Plan:
1.1. Information gathering/reportingInformation gathering/reporting
2.2. Communication within companyCommunication within company
3.3. Who is responsible for what?Who is responsible for what?
4.4. Coordination with respondersCoordination with responders
5.5. Coordination with partnersCoordination with partners
6.6. Media response/Outside inquiriesMedia response/Outside inquiries
To Respond Effectively:To Respond Effectively:
Need to know:Need to know:
1.1. As much about incident as possibleAs much about incident as possible
2.2. What do you need internally (equipment) What do you need internally (equipment) to respondto respond
3.3. Which parties will you be coordinating Which parties will you be coordinating with?with?
To Respond Effectively:To Respond Effectively:
4.4. Who is affected – who will want what Who is affected – who will want what information?information?
5.5. What questions will likely be asked?What questions will likely be asked?
What information should you research and What information should you research and prepare?prepare?
Response TeamResponse Team Lead person – directs others on team Lead person – directs others on team
according to planaccording to plan
Information gatherer – contact with driver, Information gatherer – contact with driver, on-scene liaisons, authorities, emergency on-scene liaisons, authorities, emergency respondersresponders
Response coordinator – employees, Response coordinator – employees, insurance company, business partners, insurance company, business partners, transportation partnerstransportation partners
Spokesperson – public contactSpokesperson – public contact
Information Gatherer – Information Gatherer – Crisis InformationCrisis Information
Exact location, surrounding conditionsExact location, surrounding conditions
Parties involvedParties involved
Victims/Injuries – how many?Victims/Injuries – how many?
Weather and wind directionWeather and wind direction
Witness statementsWitness statements
Best/safest access routeBest/safest access route
Information Gatherer –Information Gatherer –Gathering Crisis InformationGathering Crisis Information
Employees involved/on-siteEmployees involved/on-site
Associates on-siteAssociates on-site
Emergency Responders/AuthoritiesEmergency Responders/Authorities
Media (witness, transport info)Media (witness, transport info)
Hospitals/Care ClinicsHospitals/Care Clinics
Response CoordinatorResponse Coordinator
Contact/dispatch necessary employees Contact/dispatch necessary employees and equipmentand equipment
Contact insurance companyContact insurance company
Contact business partners (tour Contact business partners (tour organizer/seller, school district, co-organizer/seller, school district, co-transportation providers, etc)transportation providers, etc)
Contact transportation partners to assistContact transportation partners to assist
Response CoordinatorResponse Coordinator
Proactive communication – emergency Proactive communication – emergency contacts of individuals involvedcontacts of individuals involved
Spokesperson - What questions Spokesperson - What questions will likely be asked?will likely be asked?
Questions regarding:Questions regarding:
1.1. DriverDriver
2.2. VehicleVehicle
3.3. Injuries/fatalitiesInjuries/fatalities
4.4. Company protocolsCompany protocols
5.5. Company trainingCompany training
6.6. Company security measuresCompany security measures
Spokesperson – What Spokesperson – What information should be gathered?information should be gathered?1.1. Driver employment historyDriver employment history
Any known previous history related to experienceAny known previous history related to experience
2.2. Vehicle service & maintenance historyVehicle service & maintenance history
3.3. Confirmed Injury/fatality numbersConfirmed Injury/fatality numbers
Spokesperson – What Spokesperson – What information should be gathered?information should be gathered?4.4. Company protocols – procedures Company protocols – procedures
established to comply with regulatory established to comply with regulatory issuesissues
5.5. Company training – training provided to Company training – training provided to mitigate this specific risk associated with mitigate this specific risk associated with incidentincident
Spokesperson – What Spokesperson – What information should be gathered?information should be gathered?
6.6. Company security measures – Company security measures – procedures/actions taken to reduce risk procedures/actions taken to reduce risk
Tips - Dealing with the MediaTips - Dealing with the Media
You should have prepared/canned You should have prepared/canned responses available for various situations responses available for various situations which highlight the positives of your which highlight the positives of your company in various areas:company in various areas:
Driver/employee TrainingDriver/employee Training Maintenance ProgramMaintenance Program Safety Record and RatingsSafety Record and Ratings Investigation and Crisis Investigation and Crisis
Management/Response ProtocolManagement/Response Protocol
Tips - Dealing with the MediaTips - Dealing with the Media
Add to canned responses details and Add to canned responses details and facts gathered involving/concerning the facts gathered involving/concerning the current situation/incidentcurrent situation/incident
Never say “I don’t know”Never say “I don’t know”
Never let a question go answered Never let a question go answered without incorporating a positivewithout incorporating a positive
Helpful Tips – Crisis PlanHelpful Tips – Crisis Plan
Checklists for each response team Checklists for each response team position should be drafted to insure proper position should be drafted to insure proper information and response considerations information and response considerations given (team leader review during crisis)given (team leader review during crisis)
Catastrophic/Crisis response is too much Catastrophic/Crisis response is too much for one person to handlefor one person to handle
Helpful Tips – Crisis PlanHelpful Tips – Crisis Plan
Information gathered, communications Information gathered, communications should be documented in real time and should be documented in real time and available to all team membersavailable to all team members
If response team is not in single location, If response team is not in single location, dedicated communication lines for team dedicated communication lines for team members should be availablemembers should be available
Needed to Respond to any Crisis:Needed to Respond to any Crisis:
Duplicate contact info for key Duplicate contact info for key employees/response members available employees/response members available to ell employeesto ell employees
Updated contacts/phone lists for all Updated contacts/phone lists for all employees, including emergency contact employees, including emergency contact infoinfo
Needed to Respond to any Crisis:Needed to Respond to any Crisis:
Emergency contacts for passengers Emergency contacts for passengers where possiblewhere possible
Multiple contacts for key business partnersMultiple contacts for key business partners
Employee training – drivers/tour Employee training – drivers/tour guides/on-scene responders – what guides/on-scene responders – what information to gatherinformation to gather
Needed to Respond to any Crisis:Needed to Respond to any Crisis:
Training for dispatchers – who to Training for dispatchers – who to notify/where to begin to document info notify/where to begin to document info (gatherer?)(gatherer?)
Business continuity considerationsBusiness continuity considerations
Proper Execution of a Crisis Proper Execution of a Crisis PlanPlan
Requires training for key employees involvedRequires training for key employees involved
May be effective to go through mock May be effective to go through mock communications with responderscommunications with responders
Practice once/yearPractice once/year
Review threat matrix annually to determine if Review threat matrix annually to determine if additional plans should be developedadditional plans should be developed
How Do I Build It Into A Plan?How Do I Build It Into A Plan?
Define roles and responsibilities for all Define roles and responsibilities for all employeesemployees
Identify key roles and responsibilitiesIdentify key roles and responsibilities Detail practices and actions of Company Detail practices and actions of Company
for Security and Emergency Preparednessfor Security and Emergency Preparedness Detail training and exercises to be Detail training and exercises to be
providedprovided
How Do I Build It Into A Plan?How Do I Build It Into A Plan?
Detail public safety agencies which will be Detail public safety agencies which will be contacted for emergency response and contacted for emergency response and coordinationcoordination
Detail other companies you will contact for help Detail other companies you will contact for help in transporting employees, passengers, or in transporting employees, passengers, or victimsvictims
Define the process and time frame for evaluation Define the process and time frame for evaluation and modification of the Planand modification of the Plan
Detail response procedures for each type of Detail response procedures for each type of likely threatlikely threat
Detail procedures for business continuity / Detail procedures for business continuity / recoveryrecovery