Crisis Management Plan - Inspire Worldwide · PDF fileCrisis Management Plan ... A crisis is a...

Crisis Management Plan

The following Crisis Management Plan details how and what to do in the event of a crisis overseas during one of our trips.

All staff members – both those based in the UK and overseas - are expected to have read this document and have a copy easy accessible to them at all times.

Classification of a Crisis

A crisis is a situation that involves one or more for the following events:

Loss of life of an expedition participant (s)

Serious injury to an expedition participant (s)

Any other incident with the likelihood to reach international news sources

A rapid and concerning change in a country’s security situation

Contents

1. Inspire Policies p2 2. UK Emergency Contacts p5 3. Pharos Response Crisis Management Support p6 4. Public Relations and the Media p7 5. Managing the Aftermath p11 6. UK Specific Information p13

- UK Role Checklists - UK Emergency Procedures - UK Emergency Support Team - UK Emergency Roles - UK Forms

7. Overseas Specific Information p47 - First Responder Checklist - Overseas Emergency Procedures - In-Country Roles - Specific Scenarios - Major Disasters - Overseas Forms

Updated: 13.04.2016

2

www.inspire-worldwide.com

1.Inspire Policies

Safety on an Inspire Worldwide (IW) trip is paramount. Our first priority in the event of a crisis overseas is the welfare of our participants and their families at home.

OUR PRIORITY IS TO PROVIDE THE BEST PARTICIPANT SERVICE POSSIBLE

WE WILL NEVER PENNY PINCH IN A CRISIS

WE WILL SPEND WHAT IT TAKES TO ENSURE EVERYONE IS CARED FOR

Communications

UK Inspire will ensure that the following communication lines are available at all times during a crisis: 1. Normal office landline 2. Additional office landline 3. Emergency mobile for next of kin/UK contacts 4. Emergency mobile for in-country staff/first responders 5. Personal mobile number for Inspire Directors. 6. Extra support lines for relatives and the media provided through Pharos Response.

Inspire HQ will also provide the following computer/internet access: 1. Crisis HQ laptop x 3 2. Normal office desktop Overseas Inspire Leaders have a mobile phone each with local SIM cards and access to local networks. 1 Leader as a minimum will also have a UK contract phone and connection. Leaders are issued with an emergency battery pack which can provide up to 3 hours battery charging in the event of a crisis.

When on Project Site all teams have a support vehicle based within 30 minutes drive of the team, which can then take a Leader to a landline connected phone in the event that the mobile network crashes. During high-altitude treks Leaders are also issued with a satellite phone for making emergency calls.

Inspire Leaders are supported by in-country project staff who also have mobile and landline phones, and a network of support facilities.

Training and Preparation

Inspire UK staff are all trained in Inspire’s Crisis Management Plan. Crisis Management Training is run annually for all UK based staff by Pharos Response, including simulating a crisis situation.

All overseas Leaders are trained by Inspire Directors in the procedures in the event of a crisis overseas through the use of potential scenarios.

3


An Emergency ‘go’ bag is kept at Inspire HQ, stocked with copies of contacts, crisis management plan, blank report forms, pens, Inspire clothing, dollars in cash and travel documents.

An Inspire Director is on standby with the necessary vaccinations required for any last minute travel to the countries where Inspire operate.

Crisis Team Inspire Worldwide has the following staff available in the event of a crisis overseas:

1. Inspire Directors (2 based at Crisis HQ UK), Programme Manager (1 based at Crisis HQ UK). NB Sometimes the Programme Manager or Programme Officer may be overseas and in this case would be activated to travel to support the overseas team if necessary.

2. Pharos Response Staff (includes: Consultants available 24 hours a day within 1 hours travel, with the option to be based at Inspire offices in the event of an emergency. Pharos also provide Press Liaison staff based remotely, available 24 hours a day with a separate press line. Pharos also provide Family Liaison staff based remotely, available 24 hours a day with a separate family liaison line.

3. General Admin staff / Emergency Support Team (A support network of ex-Expedition Leaders, available on call remotely and/or to come to the Crisis HQ - dependent on availability).

4. Family Support (Inspire Director’s family members – available on call or to come to Crisis HQ within a 3 hour drive. Can provide basic administration and logistical support to the core Crisis Team).

Crisis HQ Inspire will operate a crisis base from the office at 21 Holmes Avenue, Hove, East Sussex, BN3 7LB. There are 4 computers available, two landlines and a large work table. Kitchen and toilet facilities are available as well as access to 24 hour BBC news channels.

Finance Inspire holds emergency funds of £10,000 in a separate bank account. These funds can be used for payments/access to cash in a crisis situation. Inspire has a VISA debit card and also access to a Mastercard credit card with £12,000 available. If emergency cash is required this will be accessed through Inspire’s bank account or by using Travelex or Western Union transfer.

All UK staff and overseas Leaders are trained in keeping a log of all payments spent, accompanied by all receipts.

Logging All calls and actions made by UK and In-country staff will be logged and recorded. Pharos Response also keeps tape recordings of any phone-calls made to their phonelines. Inspire provides pro-formas for keeping a log of all incidents – from near-misses, to minor and major incidents. Hand written notes will be typed and stored at Inspire HQ after the incident. All Inspire staff must submit a formal incident report after a crisis has occurred.

Refunds Inspire’s policy on refunds in the event of a crisis situation will depend on the level of the incident. If the expedition is part-way through then a pro-rata refund is likely to be given.

Parent/Next of Kin Travel Costs Inspire will cover the costs of flying 2 parents or next of kin to the incident site in the case of

4


a fatality or serious injury. Where more flights are requested, Inspire will consider this on an individual basis. Inspire will cover the costs of all flights, travel to UK airport, visa costs, in-country transfers, in-country transport and accommodation – dinner, lunch and breakfast basis and soft drinks.

Ongoing support In the event of a serious trauma overseas, Inspire will offer affected participants and staff up to 4 post-incident counselling sessions from trained, professional counsellors.

5


2. Contacts for Inspire Worldwide UK

In the event of a major incident i.e. an accident involving serious injury, multiple injuries or a fatality, it is important to contact Inspire Worldwide UK as soon as possible.

Remember that if a call is received in the middle of the night in the UK or at the weekend, it may take a short amount of time to mobilise support staff to mount a full response team. Until this happens, the holder of the emergency phone line will be in control of the incident under the advice of the Managing Director.

1. UK - First point of contact

Emergency Number: +44 (0) 07557 809 467 (to be used by overseas staff only)

Manned 24 hours a day for emergencies only.

2. UK – 2nd point of contact

1. Beth Chapman Managing Director Mob: +44 784 358 6737 Email: [email protected] 2. Mike Lamb Technical Director Mob: +44 7737 656147 Email:[email protected] 3. Jess Beagent Programme Manager Mob: +44 758 462 9263 Email:[email protected]

UK Emergency Line for Parents/Next of Kin only

07531 872 658

IW UK Details Inspire Worldwide Limited Head Office c/o 21 Holmes Avenue Hove, East Sussex, BN3 7LB E-mail: [email protected] Telephone: +44 (0) 1273 243 549

Overseas contacts In the event of an emergency overseas, do not hesitate to contact our local in-country partners to ask for their support. These could be charity partners, local suppliers or Embassies. A list of all in-country contacts is provided in the Staff Manual. UK Insurers David McGregor, McGregor Insurance Services Ltd Tel: 01243 551 448 E Mail : [email protected] Crisis Management Policy Number: ETI/UK/CM 70002 NB must be notified immediately Helpline: +44 (0) 1273 624 661 or +44 (0) 1444 454 540 [email protected] Tour Operator Liability Policy Number: ETI/UK 40644 NB must be notified immediately Liability Notification Number: +44 (0)845 180 0549

For speed by e-mail to: [email protected]

mailto:[email protected]


[email protected]





6


3. Pharos Response Crisis Management Support

Inspire has membership of professional Crisis Management company, Pharos Response (www.Pharos-Response.co.uk).

In the event of a serious incident overseas, Inspire has access to a range of support services provided by crisis experts at Pharos Response including:

- 24/7 telephone access to Pharos Response’s experts in event of any incident.

- Additional landline numbers to support increase in calls: 1. For press calls (staffed by a professional PR consultant)

2. For family/friends

- Drafting of media statements

- Mentoring support remotely or on site at the Inspire offices in the event of a crisis.

- Access to Pharos Response’s experts in the event of a major incident, dependant on need e.g. Accident Investigators, Trauma Counsellors, H&S experts

Pharos Response will be contacted by Inspire UK in the event of an emergency.

In-country Leaders should not contact Pharos Response direct unless in the unlikely event that they cannot get through to Inspire UK.

Contact details for Pharos Response: Julian Penney

Managing Director

E-mail: [email protected]

Office: +44(0)1183 800 140 Mob: +44 (0)1183 800 999 (emergencies only)

http://www.pharos-response.co.uk/


7


4.Public Relations and the Media

UK First steps:

1. The UK will have a nominated ‘media spokesperson’ who will deal with all media contact.

2. The UK HQ will plan and write a “holding” press release with assistance from Pharos Response. This should contain basic facts and information on the crisis – including how many people involved, where and the current condition of the group and leaders. This will be published on the website.

3. The UK will manage the response to the next of kin of volunteers and staff and all enquiries.

4. Names of any casualties should never be given out until agreed with UK Head Office.

Social Media

UK HW will manage all releases on social media including Twitter and Facebook. Regular updates will be posted referring back to the most recent press release or company statement which will be posted on the IW website. Emergency numbers will also be given out.

Contact/Liaising with UK School

UK HQ must contact the UK School contact as soon as possible in the event of an incident overseas. Any press releases should ALWAYS be approved by the school before it is released. In some circumstances the school may wish to be the first to release the statement or may wish to be the main point of contact for parents. This must be agreed with the school. It is essential that IW work closely with the school at all times during a Crisis to share information and ensure no information is put into the public sector without the school’s prior approval. It may be appropriate and easier to send an IW UK staff member to the school to liaise face-to-face with school staff and provide direct support. Alternatively, a school staff member could be invited to the Inspire UK office to provide support and a line of communication back to the school.

Press releases

The Directors, with help from Pharos Response will prepare a “holding” statement for press and media use. As this may be the first of a number of statements, it should be clearly numbered, dated and show the time of the release. This will form the basis of information that telephone enquirers can be given by nominated head office staff and expedition staff.

8


The policy of Inspire Worldwide is to issue a press release as soon as possible to eliminate incorrect facts circulating and to control the media situation by controlling the information flow. This will be published on the website.

Contents of press releases:

Participants are now safe from harm – well-being of the group on the ground

Summary of all known facts

Focus on what is being done

Only say what is known

Promise co-operation

Thoughts are with families and relatives

Initial statements should be about:

1. Information sharing 2. Providing facts 3. Providing a regular update

They should NOT be premature or speculative.

When new information comes to hand, new updated and sequentially numbered and timed press statements should be prepared and released after the approval of the board. The names of any casualties should never be given out.

When dealing with the media remember:

Ensure that the company portrays a professional and caring image. Do not forget to offer sympathies and condolences where necessary.

Where the response has been good and staff have reacted well, state this. It is an important way of highlighting that there has been good practice throughout.

Stick to the facts but with NO reference to names of injured.

Do not speculate.

Do not apportion blame.

Do not release ID information until the next of kin have been informed.

Give reassurances that the situation is under control.

Only release information once the situation is under control.

State when more information is likely to be available, it is normally best that Inspire schedules any press interviews and conferences, not the press.

Finish with the Head Office telephone numbers giving relevant contact names.

Control the flow of information but try not to appear to withhold information from the media. It is better that the media deals with facts and not speculation which creates friction.

Don’t allow a crisis to overshadow Inspire’s safety record and high standard of operational procedures.

9


Press Conference/Interviews

In the event of there being substantial press interest in an accident, it may be necessary to hold a press conference. Preferably it should not take place at the Head Office. A local hotel conference room is a suitable location. If the incident involves a School team then it is most likely that the Press Conference will take place at the School. IW UK will work with Pharos to decide which member of IW staff attends this conference.

When giving interviews remember:

Stick to 3 key message points (e.g. brief summary of facts, safety of the team, thoughts are with families)

Decide what you need and want to say and stick to it

Take control - try and guide the conversation, don’t let the media guide you

Don’t be tempted into making false statements, promises or apologies

Keep it simple, sincere and short

Above all remember to keep it professional and controlled.

Recording media contacts

Contact details for all media enquirers must be noted and retained so that they can be kept informed of developments and sent a follow-up report if appropriate.

Press Release Distribution

Put a press release up on the website asap.

Give it out as and when requested by the various media.

Who to talk to?

If giving an interview try and do this through one of the larger media agencies such as the BBC. It is fine to state that you will only be giving one interview but are happy for this to be used by other media networks. This can then be streamed to other media networks.

It is ok to give this interview locally - especially to the BBC. They may appreciate this local acknowledgement and can stream upwards to the national networks.

10


Overseas First steps:

4. The UK will have a nominated ‘media spokesperson’ who will deal with all media contact. As Leaders your job is not to deal with the media.

5. The UK HQ will plan and write a “holding” press release with assistance from Pharos Response. This should contain basic facts and information on the crisis – including how many people involved, where and the current condition of the group and leaders. This will be published on the website and also sent to Leaders overseas.

6. The UK will manage the response to the next of kin of volunteers and staff and all enquiries. You will not deal with any press enquiries or next of kin contact unless UK HQ has notified you in advance. If you receive a call from the media or next of kin – refer them back to the UK Office and explain you need to keep you phoneline free to manage the crisis.

7. Names of any casualties should never be given out until agreed with UK Head Office/UK School.

Public Relations Responsibilities

Overseas staff should ensure that as far as possible the participants and those involved in the immediate situation are closed to all media contact. Staff and participants are not to have any contact with the press or media and are not authorised to release information concerning a serious incident to the news media. This includes using mobile phones to send messages or photos and use of any social media sites (e.g. Twitter/Facebook).

All media enquiries must be referred to Inspire UK HQ. Do not say ‘No comment’- instead explain that all media enquiries are being dealt with by the UK Head Office media team, as you are managing the safety of the team in-country. Then provide them with Inspire UK HQ details. This is to prevent different stories emerging and quotes or statements being taken out of context.

Once the situation has stabilised statements and interviews may be permitted – but this must not be done without the consent and approval of the UK HQ. Social Media/Mobile Phones - Overseas Leaders must, as soon as practically possible, ask all team members (including teachers) not to use mobile phones to contact home or friends. Team members phones should be collected in if they have them. They must also be told not to post any comments or photos onto social media sites. The team should be briefed about this during their In-country Orientation so they understand the reasons why.

Contact/Liaising with UK School – Overseas Leaders must ensure that any teaching staff with them on the team are kept fully informed of all actions being taken. In a Crisis situation IW UK will be working very closely with the school to ensure both parties agree on the steps and action being taken. Leaders should be

11


prepared to speak to the UK School contact whenever necessary to answer questions or give an update. It is highly likely that teachers will want to contact their UK School Emergency Contact as soon as an incident occurs. Leaders should ask to be allowed to make the first call to Inspire/Pharos before teachers contact their UK School Emergency Contact as in some situations it may be better and easier for IW UK to update the UK School contact with the information they need and allow the teaching staff time to support the group overseas.

12


5.Managing the aftermath

Follow up actions - Overseas

Emotional maintenance of the group

It is likely that some volunteers will want to return home as soon as possible. Many will have been traumatised by the event and Inspire Worldwide should support all of those involved as much as possible.

Debriefs and support

There should be full debriefing sessions with all involved as soon as is practically possible after the incident.

This may include flying UK staff out to the expedition site to support overseas staff.

Follow up actions - UK

Inform any Trip Leaders at other sites and advise caution against passing news on to UK/home countries until Inspire HQ has contacted the next of kin.

Debrief personnel involved in the incident.

Review what happened with overseas staff.

Complete reports and incident log.

Investigate responsibilities regarding reporting the incident to the HSE.

Task a UK director to travel immediately to the site to follow up the actions if required.

Issues over the Repatriation of Injured Casualties

The public perception of how the company deals with such an incident is crucial. Inspire’s national and international image and reputation could be tarnished over a “who is to pay” issue. It is essential that no blame is made or taken until the facts are established however Inspire must ensure that it prioritises the stability and comfort or any injured participants.

Repatriating injured participants is a priority regardless of whether there is insurance cover. In the event of any ambiguity over who should pay, Inspire will always provide repatriation and attempt to recoup costs after the event.

Repatriation of the Dead and Movements of Relatives

The public perception of the incident will be crucial to the company’s image. Inspire Worldwide will always offer to fly the next of kin (maximum of two individuals) out to the area under supervision. The in-country Leader should co-ordinate this in conjunction with those at the Head Office in the UK.

13


Inspire UK

Specific Crisis Management Information

14


15


INSPIRE WORLDWIDE First Responder UK Checklist

Action Tick Done

Establish name, location and contact number of person calling.

Establish nature of incident, number of casualties, location of casualties,

location of incident, location of rest of team.

Establish with in-country caller: next immediate steps and next time

of contact.

Notify IW Directors and decide level of support required.

Notify Pharos Response and IW UK Insurance and take advice on next steps.

Contact UK School Emergency or Corporate Contact

Notify EST via phone (if required). Establish which members of the

EST are available and in what capacity – in-office or remote support.

Remember:

Do not discuss legal liability with anyone

Do not release names of fatalities or injured until next of kin informed

16


INSPIRE WORLDWIDE Crisis Co-ordinator Checklist

Action Tick Done

Brief Pharos Response, Incident Support Manager and the EST (if activated) and allocate roles for managing the Crisis - Crisis Co-ordinator, Incident Support Manager, On-going Operations, Family and Media Liasion.

Contact UK Team Emergency Contact (e.g. school or corporate contact) and UK Charity Partner

Contact IW UK Insurance Provider

Prepare briefings/statements for the media and next of kin with Pharos Response and School/Corporate Contact. NB. No press release should be given out without approval of school/corporate/charity contact.

Place statement on website in ‘News’ section asap with contact numbers

Ask the Leader to notify local police if necessary (i.e. in the event of a fatality).

Notify the British Embassy/Consulate in the event of major incident.

Contact next of kin once a briefing and statement has been prepared. If it is a school team the school may want to contact next of kin first.

NB. In the case of a fatality no contact should be made with any next of kin until the next of kin of the fatality has been informed by local police or in some instances the school welfare liaison.

Arrange a media briefing/press conference if necessary. (NB this may be at the school or corporate base).

On-going management of crisis - e.g. Sympathy Cards, Send flowers etc

Aftermath: complete accident forms and report of incident (working with in-country staff).

17


Give confirmation back to normal operations

Remember:



18


INSPIRE WORLDWIDE Incident Support Manager Checklist

Action Tick Done

Act as key point of communication for all in-country staff. Speak to in-country staff immediately and establish communications on a regular basis.

Assist in-country staff with any information or support they need:

e.g. notifying insurance companies, liaising with flight companies

NB. Ensure you have: policy number, full name, incident details, name of hospital, name of doctor and their contact details.

Keep up to date with situation and any actions taken. Keep notes of all conversations

Make arrangements for any UK travelling team – flights, transport,

accommodation etc.

Give/Send regular briefings to the Crisis Co-ordinator and EST to keep everyone updated.

Support Crisis Co-ordinator where necessary

19


INSPIRE WORLDWIDE On-going Operations Checklist

Action Tick Done

Man the Inspire UK phone lines - give out necessary numbers.

Keep other group leaders, partners, contacts informed.

Support other overseas teams wherever necessary.

Provide food/drink and other administrative support where necessary.

20


INSPIRE WORLDWIDE Media Liaison Checklist

Action Tick Done

Identify a nominated ‘media spokesperson’ who will deal with all media contact. NB. Remember the key three: Sympathy, Praise and Promise.

Update the IW website with ‘holding statement ‘ (some standard templates provided by IW HQ). Update Twitter and Facebook with similar statement and emergency numbers when available

Plan and write a “holding” press release, with help from Pharos Response. The statement must be authorised by an Inspire Director and the School/Corporate Contact and Charity Partner before release.

NB. This should contain: 1. basic facts and information on the crisis – including how many people involved, where and when the incident occurred 2. the current condition of the group and leaders. 3. Phone numbers for press, family/next of kin and general information 4. Information about the trip, Inspire in general and any other Third Party Providers involved. 5. Time of next update.

Release statement to all staff - including in-country staff if necessary.

Release statement to appropriate press channels.

Put statement up on website – in ‘News’ section or on holding front page.

Set up media line and manage the response to all press/media enquiries.

Log all calls after each call has been completed.

Release updated statements as and when available. These must be authorised by an Inspire Director, UK School/Corporate Contact and UK Charity Partner before release.

Keep website, Twitter and Facebook updated with the most up to date information.

Source room and identify speaker for press conference if required.

21


Monitor all developments and reports in the media

Remember:



22


INSPIRE WORLDWIDE

Family Liaison Checklist

Action Tick Done

Contact next of kin once a briefing and statement has been prepared and authorised by an Inspire Director

NB. In the case of a fatality no contact should be made with any next of kin until the next of kin of the fatality has been informed by local police.

Set up a phone line for all family/next of kin enquiries. Establish password system for all next of kin.

Log all calls after each call has been completed.

Work with Inspire Directors to arrange logistics for all travel arrangements for family/next of kin travelling out to incident site.

Liaise with all family/next of kin who are travelling to incident site

Liaise with any UK contacts e.g. Insurers, medical advisors.

Liaise with family/next of kin on any repatriation, funeral arrangements or religious issues.

Remember:


Do not release names of fatalities or injured until their next of kin has been informed

23


6.UK Emergency Procedures

NB. See specific checklists for role-specific procedures.

Remember:

In the event of an incident these rules are KEY:

1. Establish the Leader’s safety 2. Ensure the safety of the group 3. Provide support to get immediate help to any casualties

Essentials:

1. Do not talk to the press before an official company statement has been prepared by the Directors. Only the Media Liaison should talk to the press.

2. Do not admit anything. 3. Do not sign anything. 4. Contact with next of kin should only be carried out after approval from Inspire

Directors. In the event of a fatality, the police must be the first to contact their next of kin.

Incident recording: It is important that notes are taken on activities and conversations both in the UK and in country. A key priority is to nominate a designated scribe to take notes throughout the incident that are clear and legible.

Immediately:

Record details of:

1. Time, date and nature of the incident 2. Accurate incident location 3. Names of casualties 4. Details of injuries 5. Names of others involved but not injured 6. Locations of all involved when moved from the site 7. Names and contact details of witnesses 8. Action taken 9. Action still to be taken 10. An agreed forward plan

Ongoing:

Maintain record of all actions, conversations and decisions - alongside the date/time. Remind Leaders to keep notes, take photos, keep a log.

24


Inspire Emergency Support Team (EST)

Inspire has a network of experienced staff members who have agreed to be available to support the Directors in the event of an emergency occurring overseas. This EST is mainly made up of experienced expedition professionals who all have at least 2 years experience in running expeditions overseas and who have been briefed on Inspire’s Safety Management System, Operating and Emergency procedures.

The role of the EST

The EST are managed by and responsible to the IW Directors. Once an emergency occurs, the Directors will immediately contact the EST Members and establish which of the EST are immediately available for support.

The team have all been trained on the roles required in the event of an emergency and have agreed to be available 24 hours a day in the event of an emergency occurring. This can be through remote assistance or by coming in to Inspire HQ.

The key role for the EST is to act as a support for the Directors and other Crisis Team Staff.

This can include:

1. Administrative support – record keeping, typing up of notes 2. Media support - Assisting the Directors with media enquiries 3. Operational support – Assisting the Directors with liaising with the team overseas –

e.g. Team Leaders, Group Leaders, Participants, Medical professionals and Overseas Partners.

4. General communications support – answering phone calls to take messages and ensure enquiries are dealt with as soon as possible.

The number of Support Staff activated will depend on the extent of the emergency. In some cases the EST will not be required at all.

The current members of the EST are as follows:

Andrew Deaville (07776 202 342) Andy Deaville has over 7 years experience of in the field and remote management of expeditions in Africa and who has also led several Inspire Teams overseas. Andy knows the Inspire project sites and locations well and has good relationships with our key partners in each country. He has in-depth knowledge of the Tanzania, Malawi and Kenya sites.

Chris Williams (07798 934 519) Chris Williams has over 6 years experience of running expeditions in Africa and Central/South America – particularly in the field of marine expeditions. He previously worked as an Operations Manager for Quest Overseas.

Sarah Charlton (07976 097 267) Sarah Charlton has worked as an Expedition Leader for over 7 years and has led many project teams in Africa – both for Inspire Worldwide and Quest Overseas. She is in-depth knowledge of the Malawi, Tanzania and Kenya Project sites.

Kensa Cooper (07919 920 555) Kensa Cooper is Inspire’s ex-Operations Manager and knows all of the Inspire trips and project locations. She has led many expedition teams, is trained in Inspire’s Crisis Management Plan and Safety Systems and has undergone scenario training when she was part of the Inspire team

25


UK Emergency Roles

There are four major roles in the event of an emergency – see checklists for detailed roles:

1. First Responder UK

Role

To take charge in the first instance (on receipt of the initial call).

To begin recording events using Incident Forms.

To call Pharos Response and the EST.

2. Crisis Co-ordinator (typically will be Managing Director)

Role

To direct Crisis Team as necessary and allocate roles

To provide centralised team briefing on events

To control and oversee all information released to the school, public and to the incident site

To liaise with UK support staff/emergency services/school contacts.

To ensure all conversations and actions are logged

To oversee any policy related decisions

3. Incident Support Manager (Overseas) (typically will be Programme Manager)

Role

To liaise with overseas staff/emergency services/consulate.

To co-ordinate the flow of information to and from the incident

To ensure all conversations and actions are logged

4. On-going Operations (typically will be Technical Director or EST member)

Role

To oversee and manage on-going teams and Inspire operations

To answer UK phone lines

To provide administrative support

5. Family Liaison (will be provided by Pharos Response) Role

A single point of contact for relatives and the media

To make initial contact with relatives (or liaise with school/corporate contact)

Provide 24hr incident updates & information support for relatives

Aid relatives in contacting loved ones or phoning overseas

Aid relatives in dealing with flights and other arrangements etc, if required

26


6. Media Liaison (will be provided by Pharos Response)

Role

To act as spokesperson for the company

Handle/field the media

To prepare and release statements and information updates to the media and general public working with school/corporate/charity partners

7. Additional Support Roles (provided by Programme Manager, EST, Pharos Response)

Scribe - To ensure all events are recorded and logged correctly

Administration support - communications, logistics, media, operations.

Office support – sustenance, runner

27


Serious Incident Report Form

Date: Time: Location:

Report received from: Report received by:

Contact No: Next Contact Time:

INCIDENT DETAILS

What Happened:

Who Is Involved:

Where Did It Happen:

When Did It Happen:

28


Incident Update Form

Date: Time: Update Received from: Update written by:

Hospital / Doctor:

Police:

Embassy:

Insurance:

INSPIRE Staff:

Team:

Communications (e.g. Press, Parents):

Other:

29


Ongoing UK log

Date & Time

Action/Event/Update (Details of participant(s) affected, incident, treatment and

any follow-up action)

Your Name Date & Time Reported to UK

30


Date & Time




31


Date & Time

Action/Event/Update (Details of update and any action needed or carried out)

Your Name Date & Time log received or

made

32


Date & Time




33


CASUALTY/VICTIM RECORD

(Repeat On Extra Sheets If More Than One)

Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

34


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

35




Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

36


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

37




Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

38


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

39


Participant Forms In the event of a major incident there needs to be forms already pre-prepared, particularly those required for recording data on those involved, calls received and any injury, illness or fatality. They can be used by the family liaison & travelling team with copies held at Pharos Response.com, Inspire office and in the ‘Go Bag’.

The forms are below:

1. General Information form

2. Injury & illness form

3. Fatality form

4. Relative Enquiry Form

A code word should be utilised to ensure callers are who they say they are – for example: the Date of the Birth of the pupil/staff member involved

40


41


Participant Full Name

General Information Form

Reference no: Code Word:

Address:

Status (circle as appropriate) Unhurt/Injured/ill/Fatality

Incident date:

Destination: Tour:

Nationality: Arrival Date: Hotel:

Religion: Date of incident:

Time of incident:

Age:

Travelling with:

Details of Insurance company:

Telephone no: mob no:

e-mail: Fax no:

Any other info:

Details of Assistance company:

Tel no: mob no:

e-mail: Fax no:

Any other info

Next of Kin Name: Relationship:

Tel no: mob: e-mail:

Address:

Any other info:

Completed by:

Date:

Time: Signed:

42


Participant Name:

Illness/Injury Form Reference No:

Code Word:

Reported by: Destination Tour

Time: Arrival Date Hotel

Date: Date of incident

Time of incident

Give a brief account of the injuries/illness:

Hospital tel no: fax no: mob:

Address:

Treating doctor:

Prognosis:

Repatriation details:

Insurance company action:

Assistance company action

Any other info

Completed by:

Date: Time:

Signed:

43


Particiapant Name:

Fatality Form Reference No:

Code Word:

Reported by: Destination Tour

Date: Arrival Date Hotel

Time: Date of incident

Time of incident

Brief account of the cause of death:

Mortuary: Contact:

Address:

Tel no: fax no: mob:

International undertakers: Contact:

Address:

Tel no: fax no: mob:

Details of repatriation:

Assistance company

Local Undertakers

Obtain date of Funeral

Consider sending Letter of Sympathy after return to the US

Consider refunding tour cost as a Gesture of sympathy

Consider attendance at funeral (ask relatives if they’d like someone to attend)

Completed by:

Date: Time:

Signed

44


Participant Name:

Relative Enquiry Form Reference no.

Code Word:

Callers Name:

Relationship to Pupil/staff member:

Callers Address:

Home tel no: Fax no:

mob: e-mail

Work tel no: Work e-mail:

Code Word:

Details of call & response:

Actions required:

Completed by:

Date: Time:

Signed

45


Inspire Overseas Staff

Specific Crisis Management Information

TO BE KEPT WITH THE IW LEADER AT ALL TIMES.

PARTICIPANTS AND LEADER TEAM SHOULD ALSO BE AWARE

OF ITS LOCATION AND HOW TO REFER TO IT.

46


In-Country Emergency Roles

Who? Roles:

Trip Leader

First Responder - Control the incident scene, allocate other roles (see below) and overall incident management. NB. See Checklist at back of pack for specific procedures and duties.

Other in-country staff (i.e. Assistant Leader, Group Staff, Local Partners or Responsible Participants)

Group Liaison – help with looking after the rest of the group ensuring their safety and well-being. Family Liaison - Answering calls from parents. (NB. This should be an Inspire Leader or Assistant Leader. Contact from parents will only occur after they have been briefed by Inspire UK.) Logistics – arranging transport, food, accommodation wherever necessary. Medical – Liaising with doctors and medical professionals. Accompanying any casualties to the hospital/clinic (must be CRB checked individual if casualty is U18) Scribe – Makes notes on all actions, conversations and communications. Control public relations – follow procedure on talking to the media, monitor group communications. Communications – with local partners, Inspire UK. Ensuring communication channels stay open (e.g. sourcing spare battery packs, phone top-up, land-lines, e-mail).

47


INSPIRE WORLDWIDE First Responder (Overseas) Checklist

Action Tick done √ If at the scene of the incident, alert the emergency services, advise the UK then deal with any affected participants or staff as their safety and welfare is your highest priority. Brief Teachers on when and what the school say to their UK Emergency Contact. NB remember it may be beneficial to wait for Inspire UK to contact the UK School contact. Brief whole team on no use of mobile phones or social media postings. NB remember it may be useful to collect in any stray phones. NB It may be useful for Leaders to take photos of the incident site for future questions/reports. Ensure the UK can contact you (mobile, land line, via participant or agents phone etc). Attend any calls. If you are injured or upset advise the UK so a replacement can be sought immediately. Ensure a log of all events and actions is maintained at all times – a sensible student can often help with this. Start to complete an incident form of if you can and either call it through to the UK or e-mail it back asap to provide up to date accurate information to the UK as soon as it is available. Once emergency services take over the welfare of anyone affected, concentrate on providing information to the UK, ensuring emergency contact numbers, hospital and all involved service numbers are available for them to contact directly. Look after anyone unaffected. Keep them advised as to what is going on as they may be close to or concerned for those who are affected.

Before leaving the scene of the incident ascertain what the procedures are for any personal effects (they gain significant importance in a person’s mind following a major incident).

IT MAY BE THAT WE NEED TO SEND A SUPPORT TEAM TO ASSIST YOU. UNTIL THEY ARRIVE, OR IF A SUPPORT TEAM IS NOT NEEDED YOU SHOULD FOLLOW THE CHECKLIST BELOW:

Liaise with all local authorities, hospital, police, consulate, suppliers, Stakeholders, employers, host community etc.

Ascertain the status of all involved, ensure all their needs are catered for, if possible allocate one person to small groups of people (use any local agency staff, competitors staff etc).

48


Ensure you DO NOT to speak to the Press. You can deliver the media statement (which will be provided by the UK) or direct the enquiry to the media spokesperson in the UK. Ascertain whether any immediate travel needs are required. either participants repatriating or their family are required to come out to the destination. Await the arrival of any UK travelling team and make arrangements for their transport, accommodation etc. If not already known, ascertain details of everyone’s insurance. Ascertain the procedures locally for notifying consulate of any fatalities and the process that will then take place before repatriation (mortuary, coroner, inquest etc) .

Make arrangements for any relatives arriving, transfers, accommodation, subsistence etc.

Liaise with any investigating bodies or specialists who are looking at the cause of the incident. Obtain reports if possible.

If possible endeavour to collect any witness statements from any survivors or anyone else who may have witnessed the incident. Liaise with medical assistance companies and insurers to ensure those involved are repatriated as quickly as medically possible.

Ensure financial records are kept of any costs incurred in handling the incident. Receipts etc.

If emergency funds are provided to participants for essentials (medicines, glasses, clothing etc), then ensure they sign for it. Ensure a log of all events and actions is maintained at all times.

Complete a full incident form e-mail it through to the UK

As First Responders you are the face of the company at the ‘front line’ until we are able to get any other team members to you (if required). Therefore, you must be aware of what we expect of you and be assured that we will give our full support whilst you look after those affected. We will also provide

information back to you.

Maintaining communication is key and getting assistance to you as quickly as possible is paramount.

Remember you may also be affected by the incident and could require further support – never be afraid to ask for help.

OUR PRIORITY IS TO PROVDE THE BEST PARTICIPANT SERVICE POSSIBLE WE WILL NEVER PENNY PINCH IN A CRISIS

WE WILL SPEND WHAT IT TAKES TO ENSURE EVERYONE IS CARED FOR

49


7.In-Country Emergency Procedures Overview

Contact with the UK

The moment IW Leaders find themselves and the team in a crisis situation, once they have stabilised the situation, they must contact IW UK BY TELEPHONE as soon as humanly possible. Inspire’s Emergency Number is: +44 (0) 07557 809 467

When contacting IW UK in the first instance, IW Leaders should be prepared to pass on as much information as IW Leaders have, including contact details, names of affected participants, the hospitals/clinics being visited and situation of the rest of the team.

One of the most important pieces of information is the time and mode of next contact. We must establish a regular contact during a crisis (say, once per hour, or maybe even more often). Even if IW Leaders have no news they should get in contact so we are all informed.

Email Contact: Shortly after the crisis situation, IW Leaders should follow up with an email report of all events, actions taken and conclusions. It is crucial that this information is written as well as passed on by phone, in order to be prepared for any potential repercussions.

Keep a written record as IW Leaders go: IW Leaders will be receiving and passing on a lot of information during a crisis situation and it is important not to leave any unnecessary gaps. Set up a file/notebook and keep it updated regularly on every action undertaken or event (either do this yourself or use a responsible participant/Group Leader to keep it going). In the template forms an Ongoing Situation Log is provided for this purpose.

FIRST STEPS

Remember:

In the event of an accident:

1. Establish your own safety 2. Ensure the safety of the group 3. Give immediate help to any casualties 4. Get help

Aim to:

1. Preserve life 2. Prevent the condition worsening 3. Promote recovery

First aid check:

1. Breathing - Clear the airway – artificial ventilation 2. Beating - Check circulation – external chest compression 3. Bleeding - Look and feel – pressure & elevation 4. Breaks - Look and feel for irregularities – support

NOTE: Do not move a casualty if you suspect serious neck or back injury unless their life is threatened

Immediate Actions:

1. Get qualified help asap – note your location accurately. In-country emergency support teams (where available) will need accurate information.

50


2. Contact Inspire UK – you may be in shock and will need support. 3. Allocate Incident roles (see above). 4. Do not talk to the press – refer to Inspire UK. News travels fast – establish a clear ban

on the group using mobiles/landlines or e-mail and talking to the media. 5. Do not admit anything. 6. Do not sign anything. 7. Direct contact with parents should be through Inspire UK only.

Essentials:

1. Monitor – record all events and details – establish witness contact details 2. Treat for shock – reassure and keep warm 3. Remember the rest of the group – safety, comfort, shock 4. Do not split the group – unless it is the only way to get help – leave nobody on their

own. 5. Control use of mobile phones by the rest of the group. 6. Ensure that a leader accompanies any casualties to hospital.

Documentation and record keeping at the incident

Make an accurate record of all details as soon as possible – do not leave this until later when your memory of details may be blurred or confused. As soon as practicable after the situation has stabilised, Inspire staff should work together to do the following:

Write down what happened. Describe, diagram and photograph the incident scene (and in the case of fatalities, the body if possible) before it is moved.

Photograph and retain injury-causing equipment or equipment failures.

Obtain written statements from those present describing what happened. Keep to the facts. Avoid speculation or the apportion of blame.

Record everything.

Keep notes as the situation develops including times, dates, conditions etc.

Do not disclose this information to the press without authorisation of Inspire Worldwide Directors.

Remember:

Record details of:

Time, date and nature of the incident

Accurate incident location

Names of casualties

Details of injuries

Names of others involved but not injured

Locations of all involved when moved from the site

Names and contact details of witnesses

Action taken

51


Action still to be taken

An agreed forward plan

Take photos wherever possible

Notifications:

Inspire UK

Local police if necessary

Embassy/Consulate in the event of major incident NB. Contact details are found in Staff Manual

Insurers NB. Ensure you have: policy number, full name, incident details, name of hospital, name of doctor and their contact details.

Key Points:

Contacting Parents/Next of Kin. It is the responsibility of Inspire HQ, and if relevant the UK School, to inform and liaise with the next of kin of expedition personnel, both staff and volunteers. Expedition participants and staff are not to initiate contact with next of kin. If calls are received by overseas staff from next of kin or relatives of volunteers, they should be referred to make contact with Inspire UK HQ.

Media enquiries (local, national, international) should be referred to Inspire UK. NB. It is likely that in the case of an emergency, the media will try and contact overseas staff or participants. Participants must be briefed on what to do if anyone from the media contact them – i.e. refer to you and do not make any comments or statements.

Do not discuss legal liability or responsibility with others.

Keep a log: 1. Complete and regularly update incident forms, on-going logs and casualty forms. 2. Make a note and record all activities and conversations both with the UK and in-country. 3. Leaders should nominate a designated scribe to take notes throughout the incident that are clear and legible. 4. Take photos wherever possible (even if only on your phone camera).

Incidents Requiring Emergency Medical Assistance

IW Leaders must ensure they have read through the participants insurance emergency procedures and have the emergency details for their insurance policy in easy reach. Ensure all Group Staff are also aware of these procedures and also have the contact details for their emergency assistance centre.

With any serious medical incident that is likely to incur high costs the insurance company should be contacted as soon as possible. The first contact is usually to send by fax a completed insurance information form (found in the ‘Forms’ section of the Staff Manual). Inspire recommend IW Leaders always follow this up shortly after sending the fax with a phone call to ensure that it has been received and it is being acted upon. In some circumstances the insurance company may be happy for IW Leaders to simply tell them the

52


initial information over the phone – but Inspire recommends using the form provided to gather all the details IW Leaders may be asked.

Most insurance companies work through an in-country intermediary, who will make immediate contact with the local doctor, provide a translation of their diagnoses and basically will then recommend the approval of cover to the UK.

The chain of response to authorise approval of insurance cover usually runs as follows:

1. Leader contact Insurance company to alert them of the situation, both by fax and by telephone. The Leader should then be their key local contact (or if not, the Leader should have details of who it will be and their contact details);

2. The Leader should have ready as soon as possible:

The local doctor’s contact details, medical report and recommended course of action;

An estimate from the hospital/clinic of the total cost of treatment;

Details of how and where to transfer funds from the UK to the hospital.

3. This information should be provided to both the insurance company and IW UK;

4. The insurers will receive the information, consult with their medical staff and underwriters, and once the treatment is approved, a guarantee of cover will be sent to the hospital;

5. Once all treatment is completed, the hospital should send all invoices to the insurers (IW Leaders should also obtain a record of these) with a clear breakdown and total amount due, in US dollars or pounds sterling;

6. The insurers will then make the transfer of full payment to the hospital.

It is important to receive a guarantee of cover as soon as possible, and IW Leaders should push for this until it is received.

NB. This chain of response is an ideal scenario and may change due to individual circumstances and different policies.

Payment for treatment: As IW Leaders will see from the chain of response, insurers will not send funds to the hospital until treatment is completed, they will only send a guarantee of cover beforehand. With some hospitals this is an acceptable way to work, but others will not begin treatment (particularly if it is costly) until they have some sort of ‘hard cash’ or credit card guarantee. In other instances, treatment may be so urgent that IW Leaders cannot even wait for the guarantee of cover to arrive.

Under no circumstance should urgent medical treatment be delayed due to a slow reaction from the insurance company or if the hospital requires a down payment.

IW UK would recommend that the participants or Group Staff provide this guarantee of payment as a preference – e.g. a credit card or cash guarantee until the payment itself arrives as it will be quicker and easier to follow up within their Group after the incident.

However, if this is not possible then IW Leaders should not hesitate to use their own source of funds to guarantee treatment.

IW Leaders can obtain cash funds to do this from a number of sources;

Their own team’s budget, if feasible

53


Using their own credit cards

IW UK funds (if no other option available bear in mind this will also take some time to arrange, so sourcing a credit card/cash locally is much more preferable)

If it becomes necessary for IW Leaders to use their own credit cards Inspire will ALWAYS refund any and all costs incurred from its use.

Once again, keep all receipts of expenditures from the team budget, as Inspire may be able to claim the costs back. Also ensure that the participant keeps all receipts and paperwork for any possible follow ups in the UK.

Incidents requiring police help

There will only be a few occasions where IW Leaders should need to involve the local police. Occasions where the police need to be contacted are in the following incidents.

Death of a participant – a police report is needed to certify their death and to be able to begin repatriation proceedings and also notify the consulate.

Missing person cases.

Arrest of a team member.

Any criminal charges – e.g. in the case of rape or assault.

In any of the above cases where the police are involved, it is advisable to also contact the British Consulate for extra support.

Cases of theft of personal effects: If a participant loses or has stolen any possessions, they will generally need a police report to support any insurance claim.

Incidents requiring consular help

The British Consulate, rather than the Embassy, is the point of contact for any issues regarding support for a British (or any EU) national overseas. Specifically, they should be contacted in the following instances:

Replacement passports – the consul will generally be able to replace a passport (if provided with a photocopy of the original) within 24 hours.

Repatriation of a dead person – once Insurers is contacted with details of a death, they will contact the local consulate and international funeral directors. However, IW Leaders should also contact the consulate personally to ‘complete the circle’, as it were.

Missing team members and suspected kidnapping – the consul will be able to advise as to the support available to IW Leaders in each country.

Arrest of a participant – although the consulate will generally not help a British citizen to “get out”, they will provide legal representation.

Incidents requiring help from a counsellor

The possibility of “Post traumatic stress disorder” should always be approached after a crisis, and IW Leaders should talk with the participants about the possible benefit of counselling, both for those directly affected by the incident or those on the peripheries.

54


Incidents attracting press attention

It is said that the British press get wind of a newsworthy story, anywhere in the world, within five minutes of it occurring. This means that even in the most remote of locations, there is still a possibility of a reporter knocking on your door.

The Inspire policy when dealing with the press is to only offer statements and interviews from staff in the UK. If IW Leaders are ever approached by a photographer or reporter in-country, IW Leaders should let them know that all press releases are being dealt with in the UK and say nothing more. Reporters will be pushy but IW Leaders should not succumb.

The reason for this is not with the intention to distort or conceal information (which would be impossible in any case, as newspapers will always find a way of getting the story), it is simply to ensure that there is a consistency of information coming from our organisation, and the simplest way to do that is to have one point of call for any press enquiry. IW Leaders will also be extremely busy in a crisis situation, and should not have to deal with the extra hassle.

Team members should also be strongly discouraged from talking to the press, or updating social media sites (e.g. Twitter or Facebook) for the very same reason. Newspapers and television do have a reputation of occasionally distorting a story thanks to a single comment from one person, and it is more important for friends and relatives to be getting the correct facts.

In short, IW Leaders should be aware of the possibility that they may receive a visit from the press, but they should always direct them to IW UK. First steps:

7. The UK will have a nominated ‘media spokesperson’ who will deal with all media contact. As Leaders your job is not to deal with the media.

8. The UK HQ will plan and write a “holding” press release with assistance from Pharos Response. This should contain basic facts and information on the crisis – including how many people involved, where and the current condition of the group and leaders. This will be published on the website and also sent to Leaders overseas.

9. The UK will manage the response to the next of kin of volunteers and staff and all enquiries. You will not deal with any press enquiries or next of kin contact unless UK HQ has notified you in advance. If you receive a call from the media or next of kin – refer them back to the UK Office and explain you need to keep you phoneline free to manage the crisis.

10. Names of any casualties should never be given out until agreed with UK Head Office/UK School.

Public Relations Responsibilities

Overseas staff should ensure that as far as possible the participants and those involved in the immediate situation are closed to all media contact. Staff and participants are not to have any contact with the press or media and are not authorised to release information concerning a serious incident to the news media. This includes using mobile phones to send messages or photos and use of any social media sites (e.g. Twitter/Facebook).

All media enquiries must be referred to Inspire UK HQ. Do not say ‘No comment’- instead explain that all media enquiries are being dealt with by the UK Head Office media team, as

55


you are managing the safety of the team in-country. Then provide them with Inspire UK HQ details. This is to prevent different stories emerging and quotes or statements being taken out of context.

Once the situation has stabilised statements and interviews may be permitted – but this must not be done without the consent and approval of the UK HQ. Social Media/Mobile Phones - Overseas Leaders must, as soon as practically possible, ask all team members (including teachers) not to use mobile phones to contact home or friends. Team members phones should be collected in if they have them. They must also be told not to post any comments or photos onto social media sites. The team should be briefed about this during their In-country Orientation so they understand the reasons why.

Contact/Liaising with UK School – Overseas Leaders must ensure that any teaching staff with them on the team are kept fully informed of all actions being taken. In a Crisis situation IW UK will be working very closely with the school to ensure both parties agree on the steps and action being taken. Leaders should be prepared to speak to the UK School contact whenever necessary to answer questions or give an update. It is highly likely that teachers will want to contact their UK School Emergency Contact as soon as an incident occurs. Leaders should ask to be allowed to make the first call to Inspire/Pharos before teachers contact their UK School Emergency Contact as in some situations it may be better and easier for IW UK to update the UK School contact with the information they need and allow the teaching staff time to support the group overseas.

Welfare of the rest of the team / third parties

In all crisis situations, IW Leaders should not neglect those who may have been indirectly affected by the incident. This not only means other members of their team, but might also include local staff, contracted guides or perhaps even the IW Leaders themselves.

In the first instance this will mean your team’s safety – is whatever caused the incident still a potential risk? If so, what needs to be done to ensure that (e.g. moving them to a safe location)?

As time passes IW Leaders should take time every now and then to look at the bigger picture.

Should the team be continuing with the Trip, or should they take a break?

Is there anything that should be done to support our local contacts?

Should the Trip be cancelled?

Would the leader benefit from an extra member of staff from the UK if possible, even just for a short while?

These and other similar questions should be addressed regularly, and IW UK should be consulted if the leader feels that any action should be taken. IW UK are there to offer as much support as is needed to everyone we work with.

56


INSPIRE EMERGENCY PROCEDURES FOR SPECIFIC POTENTIAL SCENARIOS 1. Serious Medical Incident

1. Stabilise the casualty: In the first instance, deal with the casualty(s) and transport them to the nearest clinic or hospital. If in a city, the numbers of local ambulance services can be found in your Staff Manual ‘Local Contacts’. If in a rural area or smaller village, treat the casualty(s) only to the extent of your training and get them to the nearest medical facility. Once sufficiently stable though, transport them to a quality private clinic as soon as possible.

2. Ensure the safety of the rest of the team: If IW Leaders have to leave the rest of the team, make sure they are in a safe place and have support from another IW Leader or Group Leader and that both groups have the means to contact each other. It is generally a wise idea to take at least one other team member with the injured participant to keep the casualty company while IW Leaders are organising things. If the injured party is a minor you must take a Group Leader with you.

3. Contact the IW UK: This must be done as soon as safely possible. The Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. If this is a serious incident, do not just leave a message on the answer phone if IW UK is out of hours. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

4. Contact the insurers: This should be done as soon as possible. An example insurance form, found in Section 4, should be completed and faxed to the insurers and Inspire. Shortly after sending the fax, IW Leaders should make a follow up call to the insurers, to ensure it has been reached and to establish the next step to take.

5. Establish the hospital’s policy on payment: If the hospital is happy to work with an international guarantee of cover from the insurers, then all is well. If they will not work without a down payment though, establish the amount they will need and determine where to get it from. IW Leaders will generally have four options:

From the team member, if they are capable

From the Leader’s Team budget

With a Leader’s credit card.

Please note, if the leader does use their own funds, all costs incurred will be refunded.

OTHER POINTS TO CONSIDER

Keep a written record: Start the “Ongoing Record Pro forma” as soon as IW Leaders can, and keep it going for the duration of the incident. This is the same pro forma that the IW UK is using, so as IW Leaders fill it out, make sure this information is ALL being passed onto the UK. Information IW Leaders give by telephone should also be sent in an email to IW UK.

Maintain regular contact with IW UK and UK School/Corporate Contact (if applicable): Every time IW Leaders contact IW UK, be prepared to arrange the next point of contact:

Who will phone whom?

57


At what time?

On what number?

Maintain regular contact with the insurers: For the insurers to process a claim they will usually need the following information:

Doctors name and contact details, report and recommended course of action

Estimated cost of treatment

Payment details (VISA, bank transfer etc.)

They will not send a guarantee of cover until they have received this information. If for any reason there is a delay in the guarantee of cover, approve any treatment regardless. There should be no reason to delay an operation for any reason.

Be available to speak to team member’s family/UK school contact: Inspire in the UK will, in the first instance, deal with the communication with the individual’s emergency contacts. There will almost always be cases however, where these contacts will want to speak to the person ‘on the ground’. IW Leaders and Group Staff should be available at to speak to these people and be on call to update them as and when they get in touch. IW UK will always notify IW Leaders in advance if a parent or next of kin is planning to call.

Submit a report once the incident is over and dealt with: This should consist of:

A detailed account of the incident, together with the events leading up to it and those, which followed.

An appraisal of the incident, why it happened, if it could be avoided.

An appraisal of the reaction, both on site and from the UK.

Suggestions for avoiding a recurrence.

2. Multiple casualties

In the event of an incident where multiple casualties are affected then the IW Leader should follow the procedures outlined above for each casualty. The IW Leader should work closely with the Leader Team to establish clear responsibilities for them, allocating specific Leaders to support each casualty and allocating a minimum of one Leader to remain with the rest of the group and provide support to them.

Local providers and contacts should also be called on for support.

In the event that the support available is still not sufficient then IW UK will fly an IW Director or Senior IW Staff Member (trained by IW Directors and with a minimum of 2 years experience leading expeditions in Africa) out to assist the Leader team in-country.

58


3. Death of a participant – in a town or city

1. Deal with the body: Only a doctor can declare an individual as officially dead so the first point of call is to contact a doctor, who will come to the site and decide whether the body needs to be transported to a hospital morgue or directly to a funeral directors. A body will need to be taken to a morgue if the cause of death is uncertain, and will be dealt with by the coroner. If the cause of death is easy to establish, they will most probably be taken directly to a funeral directors.

2. Deal with the Team: Ensure that the entire team is brought together to a safe place (most likely the hostel) and make sure they stay there. Explain the situation and encourage the team not to phone home immediately, in respect for the family of the deceased – they must not hear from a secondary source.

3. Contact IW UK: This is of the utmost urgency. Be prepared with the “Initial Contact Pro forma” and pass all this information on. Arrange to contact the British Consulate and phone IW UK back immediately.

4. Contact the Local Police and the British Consulate: Be ready to give them the following information:

Name and passport number of person and where it was issued;

Contact details of their next of kin;

Any infectious conditions the deceased was known to be suffering from (e.g Hepatitis);

Contact details of Inspire in the UK;

Contact details of Insurers;

Location of the body;

Details of the doctor who certified their death;

Your contact details.

5. Be ready to ask for the following information:

Details of international funeral directors and if necessary to transfer the body within from its current location;

Details of repatriation and what is the responsibility of the leader to arrange Repatriation is essentially the decision of the family, they may decide not to repatriate the body, but the groundwork should be put in place;

It is standard procedure for the next of kin to be informed of a death by a UK police officer. Request that the police officer contacts IW UK before contacting the next of kin;

Discuss the procedure for obtaining a UK Death certificate;

Discuss whether they feel local police should be involved.

6. Contacting the local police: If there are any suspicious circumstances surrounding the death, or a criminal case is involved, the police will need to be contacted. If it is not necessary to involve another party, don’t, but take the consulate’s advice on this matter.

7. Contact IW UK: Update them with all information obtained from the consulate.

59


8. Contact Insurers: Complete the Insurers Form and fax it to the insurers. Follow up with a telephone call, to ensure that the fax has being received and acted upon, and to update them completely on happenings so far. At this point, the insurers will deal directly with the Consulate with regard to repatriation and funeral arrangements. The leader will still be on call to assist in any way they can

9. Contact IW UK: Update them on further developments and establish a plan for the next few hours, taking into account the following:

Contact with next of kin – they will want to contact the leader

Should the team be moved to another location? (Perhaps to the capital city)

Arrangement of support for any people flying out, staff or family.

Looking ahead – whether to amend the trip long term (change/cancel)

10. Deal with the team: Assess the psychological state of the team, arrange one session with a counsellor for the whole team and get as much feedback as possible, in order to make an informed decision on where to go from here.

OTHER POINTS TO CONSIDER

Keep a written record: From the offset, all actions taken, telephone calls and decisions made should be recorded on the “Ongoing record Pro forma”. This should also be emailed to IW UK on a regular basis, and should include all information passed on by telephone – it must be written as well as spoken.

Maintain regular contact with IW UK and UK School/Corporate Contact (if applicable): Every time IW Leaders contact IW UK, be prepared to arrange the next point of contact:

Who will phone whom?

At what time?

On what number?

Maintain regular contact with Insurers and the Consulate: Be on hand to help with anything.

Be available to speak to team members’ family/UK school contact: Inspire in the UK will, in the first instance, deal with the communication with participants’ emergency contacts. These contacts will of course want to speak to the person ‘on the ground’. IW Leaders should be available at to speak to these people and be on call to update them as and when they get in touch. IW UK will always notify IW Leaders in advance if a parent/next of kin is planning to call.

Be very aware of the effect this event has on other participants: To be involved in such a situation cannot fail to have a serious effect on anybody. Try to keep up to speed on every team member’s mood and give them as much support as IW Leaders can (also encourage them to support each other).

Submit a report once the incident is over and dealt with: This should consist of:

A detailed account of the incident, together with the events leading up to it and those which followed;

An appraisal of the incident, why it happened, if it could be avoided;

An appraisal of the reaction, both on site and from the UK;


60


Don’t be afraid to ask IW UK for help: In a situation like this, an extra staff member will almost certainly fly out to support IW Leaders. It will certainly have an effect on the leader and they should not feel that have to “battle on” if more help, or even a break is required.

4. Death of a participant – in a wilderness situation

The procedure for a death in the wilderness is much the same, with the difference in the issue of how to deal with the body. The “correct” procedure for a death of a team member in the wilderness is to leave it where it is, cover it sufficiently (with a tent or survival bag) so that it will not be disturbed by animals, explain to a local your intentions (or leave a note with the body) and get the rest of the team. Although it may seem more ‘right’ to take the body with IW Leaders, it will make it harder for the Team to get out of the wilderness quickly and could have an extremely serious effect on morale. Furthermore, legally, IW Leaders should not move the body until a doctor has certified death.

It may not be feasible to return to the site with a doctor, and IW Leaders may have to rely on local police and rangers to accompany IW Leaders back to the site. However, the morale of the team should take precedence here.

Remember that the body needs to be properly secured and IW Leaders must get back to it with urgency. Wild animals can be very persistent.

61


5. Assault / Rape

1. Stabilise the individual: Take the individual to a hospital immediately for an examination and any necessary treatment. This must be done as soon as possible, even if the individual is still shaken up – it will help to calm them a little. Bear in mind the victim will most likely not want to return to the place where the incident occurred or to see people connected to the assaulter if it is someone known to the group.

2. Contact IW UK: Make sure IW Leaders do this AS SOON AS POSSIBLE. Your Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. This is a serious incident, do not just leave a message on the answer phone. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

3. Get the rest of the team together: If they are not already aware of the situation, the Group Staff and/or participants should be told, and the team should be kept in a safe place until the incident has been dealt with. It is important they respect the wishes and confidentiality of the victim.

4. Contact with the family: If the individual is willing and able to speak to their family, they should be encouraged to do so. IW UK or the UK School (if applicable) will make the call, explain the situation and reassure the family that they are in good hands, and then pass the phone number of the IW Leader onto the family/next of kin. IW UK will always notify IW Leaders in advance if a parent/next of kin is planning to call. Once contact has been made, IW UK should be informed, so that they can make a follow up call.

5. Police report: Although the individual may be reluctant, the incident should be reported with the police. This will involve giving a statement and (if the participant had been raped) a physical examination. Although this can be very daunting, the individual should be encouraged to do this.

6. Agree a course of action with the individual: Although the individual will no doubt be extremely shaken and probably in a state of shock, the leader must decide with them what to do next. They may wish to continue with the Trip or return home. They may or may not want to have a family member (or members) fly out to take them home. They may or may not want to pursue a criminal case (if possible). The IW Leader should present all these options to the participant and promise complete support whatever their decision.

7. Contact IW UK with an update: Advise IW UK of the participant’s decision and establish the next steps to take.

8. Be very aware of the effect this event has on other team members: A situation such as rape will have different effects on the team; some will be scared, others angry and others may not know how to react. Make sure no one is suffering in silence and everyone support if they should need it.

9. Submit a report once the incident is over: This should consist of:





62


6. Arrest of a Participant

1. Contact the Police: Establish where they are being held, what the charge is, whether they will be tried, or just held temporarily.

2. Contact the Consulate: If the individual is being held for trial, contact the local consulate for advice on the charge being held against them and for details of their recommended legal representation.

3. Contact IW UK: Make sure IW Leaders do this as soon as possible. Your Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. This is a serious incident, do not just leave a message on the answer phone. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

4. Contact Insurers: Establish the level of support the individual will receive in the circumstances.

5. Contact the Lawyer: Establish with him a likely series of events and the individual’s and Inspire’s recommended course of action.

6. Bring the team together: Explain the situation and any ensuing changes to their itinerary.

7. Be available to speak to team members’ families/UK School Contact: Inspire in the UK will, in the first instance, make the communication with the team’s emergency contacts. This will be a case however, where these contacts will want to speak to the person ‘on the ground’. IW Leaders should be available at to speak to these people and be on call to update them as and when they get in touch. IW UK will always notify IW Leaders in advance if a parent/next of kin is planning to call.

8. Establish a plan of attack with UK IW UK: If the situation looks as if it will go on for some time, contact IW UK and establish whether the leader should carry on with the team, stay and deal with the situation, or whether a member of staff should fly out.






63


7. Missing Person

1. Establish a history running up to their disappearance: Obtain as much information as possible from all potential sources and try to determine where they may be.

2. Get the rest of the team together: If they are not already aware of the situation, they should be told, and they should be kept in a safe place until the incident has been dealt with.

3. Set up a search party: The case of who to use for a search party depends very much on the circumstances. If missing person is not found by search party within 1 hour IW Leader should consider:

Local contacts (useful for local knowledge of an area);

British consulate (if abduction or kidnapping is suspected);

Local police (for extra support).

4. Contact IW UK: Make sure IW Leaders do this AS SOON AS POSSIBLE. Your Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. This is a serious incident, do not just leave a message on the answer phone. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

5. Be available to speak to team members’ families/UK School contact: Inspire in the UK will, in the first instance, deal with the communication with the team’s emergency contacts. This will be a case however, where these contacts will want to speak to the person ‘on the ground’. IW Leaders should be available at to speak to these people and be on call to update them as and when they get in touch. IW UK will always notify IW Leaders in advance if a parent/next of kin is planning to call.

6. Establish a plan of with UK IW UK: If the situation looks as if it will go on for some time, contact IW UK and establish whether the leader should carry on with the Team, stay and deal with the situation, or whether a member of staff should fly out to support with either the Team or with the situation.


A detailed account of the incident, together with the events leading up to it and those, which followed.

An appraisal of the incident, why it happened, if it could be avoided.

An appraisal of the reaction, both on site and from the UK.


64


8. Drugs

1. Be sure of the facts: Possession of or taking of drugs is a serious accusation and has serious consequences, so be absolutely sure that an individual is guilty before taking action. That said, if your suspicion is strong and IW Leaders fear that the individual may be putting other team members at risk, then that is also justification enough.

2. Contact IW UK: Make sure IW Leaders do this as soon as possible. Your Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. This is a serious incident, do not just leave a message on the answer phone. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

3. Deal with the individual: This is a black and white decision. Any team member caught in possession of drugs has their contract with Inspire terminated. They should be separated from the rest of the Team as quickly as possible although they must be accompanied by a Leader or Group Leader and in a safe place.

4. Contact the UK School/parents: Whether the participant agrees or not, the UK school or participant’s parents/client should be contacted and explained the situation, that the participant has broken Inspire’s rules. The decision whether to immediately repatriate the participant is at the discretion of IW UK and the UK School or, in the case of a minor, also at the discretion of the Group Staff and Group’s UK Contact.

5. Return to the UK: All team members under 18 will be booked on a flight home at their own cost and a Group Leader or Responsible Adult will be required to fly back with them (also not at IW UK’s cost). For team members who are over 18, IW UK is not in a position to physically put them on a plane back to the UK. Neither is IW UK liable for them if they decide to stay on overseas. IW UK does, however, have the moral obligation to support them in the days following their separation from the team, and should encourage them to return to the UK.






65


9. Safe-guarding Incident/Accusation

1. Stabilise the individual: Take the individual to a place they feel safe immediately with whoever is their In Loco Parentis support. This must be done as soon as possible, even if the individual is still shaken up – it will help to calm them a little. Bear in mind the victim will most likely not want to return to the place where the alleged incident occurred or to see people connected to the person accused if it is someone known to the group. Ensure the accused has been briefed on the situation and is also in a safe place away from the accuser.

2. Contact IW UK and the UK School Child Protection Officer: Make sure IW Leaders do this AS SOON AS POSSIBLE. Your Staff Manual contains an “Initial Contact Pro forma”, which IW Leaders should complete before phoning IW UK – these are the questions IW UK will be asking IW Leaders. This is a serious incident, do not just leave a message on the answer phone. Do not be afraid to use UK staffs’ mobile numbers at ANY hour of the day or night.

3. Get the rest of the team together: If they are not already aware of the situation, the Group Staff and/or participants should be told as much information as is appropriate, and the team should be kept in a safe place until the incident has been dealt with. It is important that you and the team respect the wishes and confidentiality of the victim.

4. Contact with the family/UK School Contact: Guidance from the UK School Protection Officer must be taken at this stage. IW UK or the UK School (if applicable) may decide to call the team members family/nest of kin, explain the situation and reassure the family that they are in good hands. IW UK will always notify IW Leaders in advance if a parent/next of kin is planning to call. If unexpected contact has been made, IW UK should be informed, so that they can make a follow up call.

5. Report: Although the individual may be reluctant, the incident should be written down in full with statements from all those involved (accuser and those accused, plus any other witnesses. It is essential to do this as soon as possible so facts, timings event are not forgotten. It is advisable to take each party to a different location for them to write or tell you their statement.

6. Agree a course of action with the individual: Although the individual will no doubt be extremely shaken and probably in a state of shock, the Leader and Teaching Staff must decide with them what to do next. They may wish to continue with the Trip or return home. They may or may not want to have a family member (or members) fly out to take them home. The IW Leader should discuss all these options with the UK School and Teaching Staff and pass this information on to the participant and give complete support whatever the UK School and participant’s decision.

7. Contact IW UK/UK School with an update: Advise IW UK of the participant’s decision and establish the next steps to take.

8. Be very aware of the effect this event has on other team members: A situation such as this may have different effects on the team; some will be scared, others angry and others may not know how to react. Make sure no one is suffering in silence and give everyone support if they should need it.

9. Be very aware of the effect this event has on the accused: A situation such as this may have different effects on the accused and it is important to remember that although this situation must be taken seriously, this may be just an accusation and no-one has been

66


found guilty. It may be appropriate to discuss replacement/removal of the accused (whether a Leader, Teaching Staff member or local community member) – regardless of their innocence/guilt. The UK School Contact should be consulted in regards to this decision. If it involves a local community member, then the local chief must be involved.






67


10. Air Rescue

In the case of air rescue being required the following information will be requested:

a) Is there a suitable helicopter/aircraft landing site in the area?

b) Is a stretcher required?

c) What are the weather conditions?

d) What is the wind direction (where is it blowing from)?

e) What is the visibility – estimate vertically and horizontally

Aircraft call-out check list

1. State who you are and your contact number.

2. State that you are reporting an emergency and requesting an emergency airlift. Be explicit that you are not simply making them aware of a developing situation.

3. Position of the group, including map sheet, grid reference and nearest airstrip if possible.

4. Description of location.

5. Description of patient.

6. Patient’s age and sex.

7. Description of injury & condition of patient.

68


Major Natural and Political Disasters

POLITICAL UNREST

The FCO website (www.fco.gov.uk/travel) carries up-to-date travel advice for over 200 countries. Inspire abides by the advice published on the FCO website and is legally bound by its advice from an insuranc e point of view.

IW UK will provide regular updates to IW Leaders from the FCO and will contact the leader immediately to inform them of any major changes to FCO travel advice.

The FCO may advise against all travel, or against all but essential travel, to a country or parts of a country. In all cases where the FCO advises against all travel or all but essential travel Inspire will not be able to run projects or trips in that country. Inspire will then work with the leader to build an alternative route and an alternative option for the team. This can mean re-structuring the trip route if the team are already overseas.

If the FCO advises against all but essential travel to specific areas of a country then Inspire will inform a leader if the team will be ok to travel as planned. Usually, it will be acceptable to continue with the project if the areas the FCO advises against are not those where the participants are due to travel to. Inspire will check with on-the-ground contacts and take local advice in addition to the FCO advice.

If political unrest occurs which is not listed on the FCO website, then Inspire will use IW Leaders and on-the-ground contacts to make a decision about the next steps and whether the team should be evacuated or trip route changed. IW Leaders must contact IW UK if they hear of any political unrest in the countries they are due to visit.

HURRICANES/CYCLONES

Hurricanes, also called typhoons and tropical cyclones, usually occur at predictable times of year in three distinct parts of the world.

On the East Coast of Africa they can occur between November and April.

What is the difference between a hurricane, typhoon, or tropical cyclone?

There is no difference. The terms "hurricane" and "typhoon" are regionally specific names for a strong "tropical cyclone".

Tropical cyclones with maximum sustained surface winds of less than 34 knots (39mph) are called "tropical depressions". Once the tropical cyclone reaches winds of more than 34 knots they are called a "tropical storm" and assigned a name. If winds reach 64 knots (74mph) then they are designated either a hurricane, typhoon, severe tropical cyclone, severe cyclonic storm or tropical cyclone depending where it the world it occurs.

How are hurricanes ranked?

The Saffir-Simpson hurricane intensity scale is usually used to estimate the potential flooding and damage given a hurricane's estimated intensity. This ranges from 1 (Minimal) to 5 (Catastrophic).

What should I do?

If team members are in a hurricane region during the hurricane season, IW Leaders should monitor local radio, ask local advice and monitor other media outlets to keep abreast of any developments in the area. IW Leaders should also keep in close touch with IW UK.

http://www.fco.gov.uk/servlet/Front?pagename=OpenMarket/Xcelerate/ShowPage&c=Page&cid=1007029390572

69


Although it is difficult to predict accurately where and when a hurricane can strike, as they often veer off-course when nearing land, IW Leaders should follow local advice which in some cases may be to leave the immediate area if a hurricane is heading your way.

Airports in the affected areas may shut down as the hurricane approaches. Some local governments may maintain emergency shelters for those rendered homeless by a hurricane, but these are primarily designed for the protection of the local population and conditions are likely to be very basic.

When entering a cyclone-prone area;

Keep essentials, such as a flashlight, mobile phone and sturdy shoes by your bedside and advise team members to do the same.

Monitor for weather updates and ask local advice.

Review your evacuation routes. This plan should include information on the safest evacuation routes and nearby shelters. Ask local advice and watch out for washed away bridges etc.

Make a disaster supply kit that includes...

o At least five waterproof flashlights with extra, fresh batteries,

o First aid kit and essential medications.

o Canned food and can opener.

o At least three gallons of water per person and purification methods.

o Protective clothing, rainwear, and bedding or sleeping bags.

o Battery-powered radio, flashlight, and extra batteries.

If a hurricane watch is issued for your area, team members could experience hurricane force wind conditions within 36 hours. Do the following...

Inform IW UK;

Listen to the Radio for hurricane progress report;

Check your disaster supply kit to ensure it is up to date;

Ensure IW Leaders have access to a vehicle for the whole team. Be ready to drive 20 to 50 miles inland to locate a safe place,;

Secure buildings by closing and boarding up windows;

Store drinking water in jugs and bottles. IW Leaders will need at least 1 gallon daily per person for up to seven days;

Review evacuation plan;

Collect essential medicines into one place so IW Leaders can quickly grab them should team members need to evacuate, and

Get extra cash. With the possibility of no electricity, ATM's and credit card purchases will not work.

If a hurricane warning is issued for your area then sustained winds of at least 74 mph are expected within 24 hours or less. Do the following...

Inform IW UK

70


Arrange transport for the team

Listen to the radio for hurricane progress reports.

Listen to the radio or television for official instructions.

If officials indicate evacuation is necessary IW Leaders should do so immediately..

o Tell IW UK where IW Leaders are going and when IW Leaders expect to arrive.

o Bring your pre-assembled emergency supplies, warm protective clothing, blankets, and sleeping bags to shelter.

o Leave as soon as possible, if judged to be safe. Avoid flooded roads and watch for washed-out bridges. Ask for local advice.

If IW Leaders cannot evacuate...

o Inform IW UK

o Stay in the interior portion of your accommodation, away from windows, skylights, and glass doors.

o Keep several flashlights and extra batteries handy.

o If your accommodation is damaged by the storm IW Leaders should turn any water and gas off at the main valves.

o If power is lost, turn off electricity at the circuit breakers to reduce power "surge" when electricity is restored. Also avoid open flames, such as candles and kerosene lamps, as a source of light.

Remember, if the hurricane is forecast to move directly over your location, IW Leaders may be in the path of the eye wall. This means that at the height of the storm, IW Leaders could experience a sudden, rapid decrease in storm intensity as the hurricane's eye passes over your location. Remain in your shelter as the back side of the storm can be only minutes away with a just as sudden and rapid increase in wind speed, this time from the opposite direction.

TERRORISM

FCO Travel Advice is designed to help IW Leaders avoid trouble by providing information on threats to personal safety arising from terrorist activities, political unrest, lawlessness, violence, natural disasters, epidemics, anti-British demonstrations and aircraft/shipping safety. It is also designed to help IW Leaders make informed decisions about whether or not to travel to a particular country.

The provision of Travel Advice often involves difficult judgements. The FCO do not warn against travel to every country where there is a risk of terrorists operating. Their job is to provide the best information and advice we can.

FCO Travel Advice uses four broad threat descriptors to inform IW Leaders of the terrorist threat overseas. There is no exact formulation in deciding these descriptors but based on their best judgement using intelligence, open source and media reporting, local knowledge and diplomatic reporting, they assess that:

"A high threat from terrorism" means a high level of known terrorist activity

"A general threat from terrorism" means some level of known terrorist activity

71


"An underlying threat from terrorism" means a low level of known terrorist activity

"A low threat from terrorism" means no or limited known terrorist activity

There is a global risk of indiscriminate terrorist attacks. Attacks can take place in public areas, including those frequented by foreigners. In recent years, there has been an increase in attacks specifically against "Western" targets, including embassies, hotels, bars and businesses.

Despite the considerable military and law-enforcement successes against terrorist networks, the threat from terrorism persists. Attacks may include suicide operations, hijackings, bombings, kidnappings, shootings and attacks on commercial aircraft and shipping. They may also involve the use of chemical, biological, radiological and nuclear materials.

Nonetheless, it is important to remember that the overall risk of being involved in a terrorist attack is still low. Injury or death is far more likely through road accidents, swimming or alcohol-related incidents, health problems or natural disasters.

It is rare that the British government will warn British nationals against all travel to a country. But there is a range of other countries where terrorists have operated in the past, or where they believe they may find it relatively easy to mount an attack because of (for example) support among the local population, or lack of effective law enforcement. FCO Travel Advice describes what they believe to be the nature of the threat.

What can IW Leaders do to minimise the risk?

Most precautions are common sense. Make sure IW Leaders are aware of the situation in the country they are going to by checking with IW UK. Inspire will also update IW Leaders regularly on any events that they are aware of through their daily FCO updates. IW Leaders should keep an eye on the news – papers, local radio and television and, if any concerns arise, by checking in with the local British Embassy or Consulate. If IW Leaders are concerned at any stage, they should contact IW UK immediately.

Look out for anything suspicious (for example an unattended bag at an airport, or a group of people acting suspiciously around an obviously 'Western' institution or gathering). Report anything that IW Leaders think is suspicious to the local police.

EARTHQUAKES

If there is a threat of earthquakes in the region please ensure IW Leaders have carried out the following procedures:

Notify IW UK

In most instances IW UK will recommend an evacuation of the location.

Prepare an Earthquake Plan

Choose a safe place in every room--under a sturdy table or desk or against an inside wall where nothing can fall on IW Leaders.

Practice DROP, COVER, AND HOLD ON at least twice a year. Drop under a sturdy desk or table, hold on, and protect your eyes by pressing your face against your arm. If there's no table or desk nearby, sit on the floor against an interior wall away from windows, bookcases, or tall furniture that could fall on IW Leaders.

Prepare a Disaster Supplies Kit For Project Site and Car, Including;

First aid kit and essential medications.

72


Canned food and can opener.

At least three gallons of water per person.

Protective clothing, rainwear, and bedding or sleeping bags.

Battery-powered radio, flashlight, and extra batteries.

Special items for infant, elderly, or disabled family members.

Keeping essentials, such as a flashlight and sturdy shoes, by your bedside.

Know What to Do When the Shaking Begins

DROP, COVER, AND HOLD ON. Move only a few steps to a nearby safe place. Stay indoors until the shaking stops and you are sure it's safe to exit. Stay away from windows. In a high-rise building, expect the fire alarms and sprinklers to go off during a quake.

If team members are in bed, hold on and stay there, protecting your head with a pillow.

If team members are outdoors, find a clear spot away from buildings, trees, and power lines. Drop to the ground.

If team members are in a car, slow down and drive to a clear place (as described above). Stay in the car until the shaking stops.

Identify What to Do After the Shaking Stops

Check yourself for injuries. Protect yourself from further danger by putting on long pants, a long-sleeved shirt, sturdy shoes, and work gloves.

Check others for injuries. Give first aid for serious injuries.

Look for and extinguish small fires. Eliminate fire hazards.

Listen to the radio for instructions.

Expect aftershocks. Each time team members feel one, DROP, COVER, AND HOLD ON!

Get everyone out of any buildings if IW Leader consider them unsafe.

Call IW UK as soon as possible and be prepared to give a full report and contact details.

VOLCANOS

If IW Leaders are on a project or trip which becomes at risk of volcano eruption contact IW UK immediately and ensure IW Leaders are aware of local warning systems and emergency plans.

Be prepared for the hazards that can accompany volcanoes:

Mudflows and flash floods

Landslides and rockfalls

Earthquakes

Ashfall and acid rain

Tsunamis

73


Make evacuation plans.

Plan a route out and have a backup route in mind.

Develop an emergency communication plan.

In case team members are separated from one another during a volcanic eruption have a plan for getting back together i.e. location, time and contact details.

Make sure everyone knows the name, address, and phone number of Inspire Emergency phone number.

Have disaster supplies on hand:

Flashlight and extra batteries

First aid kit and manual

Emergency food and water

Non-electric can opener

Essential medicines

Dust mask

Sturdy shoes

Get a pair of goggles and a throw-away breathing mask for each member of the household in case of ashfall.

Although it may seem safe to stay indoors and wait out an eruption, if team members are in a hazardous zone, doing so could be very dangerous. Stay safe. Follow authorities' instructions and put your disaster plan into action.

DURING:

Follow the evacuation order issued by authorities.

Avoid areas downwind and river valleys downstream of the volcano.

If caught indoors:

Close all windows, doors, and dampers.

Put all machinery inside a garage or barn.

Bring animals and livestock into closed shelters.

If trapped outdoors:

Seek shelter indoors.

If caught in a rockfall, roll into a ball to protect your head.

If caught near a stream, be aware of mudflows. Move upslope, especially if team members hear the roar of a mudflow.

Protect yourself during ashfall:

Wear long-sleeved shirts and long pants.

Use goggles to protect your eyes.

Use a dust mask or hold a damp cloth over your face to help breathing.

Keep car or truck engines off.

74


Stay out of the area defined as a restricted zone by government officials.

Effects of a volcanic eruption can be experienced many miles from a volcano. Mudflows and flash flooding, wildland fires, and even deadly hot ashflow can reach you even if you cannot see the volcano during an eruption. Avoid river valleys and low lying areas. Trying to watch an erupting volcano up close is a deadly idea.

If you see the water level of a stream begin to rise, quickly move to high ground. If a mudflow is approaching or passes a bridge, stay away from the bridge. Mudflows are powerful "rivers" of mud that can move 20 to 40 miles-per-hour. Hot ash or lava from a volcanic eruption can rapidly melt snow and ice at the summit of a volcano. The melt water quickly mixes with falling ash, with soil cover on lower slopes, and with debris in its path. This turbulent mixture is dangerous in stream channels and can travel more than 50 miles away from a volcano. Also intense rainfall can erode fresh volcanic deposits to form large mudflows.

AFTER:

If possible, stay away from volcanic ashfall areas.

When outside:

Cover your mouth and nose. Volcanic ash can irritate your respiratory system.

Wear goggles to protect your eyes.

Keep skin covered to avoid irritation from contact with ash.

Avoid driving in heavy ashfall - Driving will stir up more ash that can clog engines and stall vehicles.

If IW Leaders or any of the team have a respiratory ailment, avoid contact with any amount of ash. Stay indoors until local health officials advise it is safe to go outside.

TSUNAMIS

Tsunamis are ocean waves produced by earthquakes or underwater landslides. As the waves approach the coast, their speed decreases and their height increases. Waves that are 10 to 20 feet high can be very destructive. Always listen to the radio and television for the latest information and instructions for your area.

PLAN FOR A TSUNAMI:

Know whether the team is at risk for danger – check IW UK and local advice. If there is a small risk of Tsunami then construct IW UK immediately to decide on the plan of action.

Plan an evacuation route. Prepare a disaster supplies kit for your project site and car. Include a first aid kit, canned food and a can opener, bottled water, battery-operated radio, flashlight, protective clothing and written instructions on how to turn off electricity, gas, and water.

DURING A TSUNAMI:

Follow the instructions issued by local authorities.

Evacuate as soon as possible.

Get to higher ground and as far inland as you can.

AFTER A TSUNAMI:

Stay out of a building if water remains around it. Tsunami waters can cause buildings to sink, floors to crack, or walls to collapse. Do no re-enter buildings.

75


SERIOUS INCIDENT REPORT FORM

Date: Time:

Report Written by: Location:

Contact No: Next Contact Time:

INCIDENT DETAILS

What Happened:

Who Is Involved:

Where Did It Happen:

When Did It Happen:

76


Ongoing Situation log

Date & Time




77


Date & Time




78


Date & Time




79


Date & Time




80




Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

81


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

82




Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

83


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

84




Name:

Nature Of Injury:

Date: Time:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

85


Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Treatment:

Date: Time:

Present Condition:

Crisis Management Plan - Inspire Worldwide · PDF fileCrisis Management Plan ... A crisis is a...

Documents

Transcript of Crisis Management Plan - Inspire Worldwide · PDF fileCrisis Management Plan ... A crisis is a...