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April 2019

Harrow Business Continuity

Plan

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Contents 1.Business Continuity Introduction Checklist Map 1.1 Contact Lists 1.2 Risk assessment 1.3 Objectives of the plan 1.4 Critical function checklist 1.5 Command and Control 1.6 Critical Function Analysis & Recovery Process A 1.7 Critical Function Analysis & Recovery Process B 1.8 Critical Function Analysis & Recovery Process C 1.9 Emergency Response Checklist 1.10 Key Suppliers 1.11 Key Customers 1.12 Utilities Companies 1.13 Insurance & Finance Companies 1.14 Emergency Contacts for Harrow & Nationwide Section 2 2.1 Completing the Business Continuity Plan 3. Incident Management 3.1 Impact on Business 3.2 Analysis of issue 3.3 Solutions to issue 3.4 Incidents and Actions 3.5 Basic First Aid 3.6 Common Injuries 3.7 Tackling Specific Emergencies 3.8 Emergency Grab Bag 3.9 Cyber Crime 3.10 Communication 3.11 Terrorism 3.12 Radicalisation

3 4 5 6 7 8 8 9 9 10 11 12 13 13 14 14 15 16-17 18 18 19-20 21 21-22 23 24-28 29 29-30 31 31-38 38-39

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INTRODUCTION Are you prepared?

Please keep somewhere safe.

The Harrow Business Continuity Plan contains important information which

may help you in an emergency.

It is recommended that you read through the whole document before completing it, as the incident management will you examples of issues that you might not have considered but would be highly impactful on your business.

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Do you have a business continuity plan? Do you have an evacuation procedure for your building? Do you have primary & secondary evacuation points at a suitable distance away from your building? Do you have an alternative building to use in an emergency? i.e. where business or critical elements of your business can continue to operate?

Do you and your staff know where all the switches are? Gas, electricity, water? Have you got a list of all staff telephone numbers and addresses? Do your staff know who is in charge in a time of crisis? Have your staff got specific roles in the event of a crisis? If your business could not operate from its present location, could your staff work from another location. i.e. home?

Do you have members of staff who are first aid trained? Do you have plans in place to cope with a possible terrorist attack? Is your terrorist attack plan different to that of your fire evacuation plan? In a terror attack would you know whether to evacuate or invacuate? If your IT systems went down do you have a manual process that could maintain critical admin functions? Do you copy/back up your information? Do you have backups off site? Do you have correct contact information for your customers where needed? Do you have any key customers who you will need to be in contact with during a crisis? Have you thought about the types of risk that might occur due to the actions/operations of businesses near to you?

Have you thought about the types of risk associated with the environment? Snow, severe weather etc.? Do you have sufficient insurance to pay for disruption to business, cost of repairs, hiring temporary employees, leasing temporary accommodation and equipment?

Do you have your insurance company’s details to contact them immediately at the time of an incident? What preventative measures can you take to prevent them from happening or minimize the effect they will have on your business?

Do you know how long it would take to recover IT functions if your system went down? Do you have alternative suppliers for critical equipment/stores/parts/goods/products etc.?

20-25 you are well prepared for any major incident and your business is well protected 15-20 You need to make some improvements, or your business may be vulnerable Below 15 Your business is vulnerable to a major incident and Harrow BID can help you develop a business continu will help protect your premises and staff

Business Continuity Assessment Checklist

Are you prepared for a major incident?

The checklist will determine how vulnerable your business is to a major incident. Please answer honestly.

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1.0 Business Continuity This forms the most essential part of your Harrow Business Continuity Plan.

1.1. Contacts List Communicating with staff is the most vital part of business continuity. Please fill in the below table with staff details so you can contact them in an emergency. Name Title Work Phone Mobile/Home Email On/Off site

Remember to update this list when a member of staff joins or leaves

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1.2. Risk Assessment Think about the most likely risks to your business. Is a terrorist attack your main concern or is it the loss of I.T? What is more likely to impact on your business and what can you do to minimalise the risk? Help on how to fill out the risk assessment can be found in section 2.

Threat Possible Impact

Staff/premises affected

Likelihood Measures in place

Different threats and preventative measures can be found in section 3

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1.3. Objectives of the plan • Understand the critical functions and activities of the organisation. • Analyse and respond to the risks of the organisation. • Provide a detailed, prioritised and timetabled response to an emergency

situation. • Identify the key roles, responsibilities and contacts to respond to an emergency.

1.4. Critical Function Checklist

This list may be used as a checklist to ensure that critical tasks are completed on time and according to a pre-agreed priority schedule. It may also be used as a handover document during the recovery process.

Priority Critical Function Recovery Time frame

1.

2.

3.

4.

5.

6.

7.

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1.5. Command and Control The decision to use this plan will be taken by the person who will be responsible for making the “difficult” decisions for the overall organisation.

Name Title Contact Details

Gold

Silver

Bronze

1.6. Critical Function Analysis & Recovery Process A

Priority 1 – Critical Function Name of essential activity/function Responsibility: Role responsible for leading on activity & deputies

Potential impact on business if interrupted

Likelihood of interruption to business

Recovery timeframe: how quickly must this function be recovered

Resources Required for Recovery Staff: numbers, skills, knowledge

Data/systems: backup, recovery process, staff, equipment required

Premises: relocation/ work from home option

Communications: methods of contacting staff, suppliers etc.

Equipment: equipment recovery, replacement, alternative.

Supplies: Process to replace stock, key supplies, provision in emergency pack

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1.7. Critical Function Analysis & Recovery Process B Priority 2 – Critical Function Name of essential activity/function Responsibility: Role responsible for leading on activity & deputies

Potential impact on business if interrupted

Likelihood of interruption to business

Recovery timeframe: how quickly must this function be recovered

Resources Required for Recovery Staff: numbers, skills, knowledge

Data/systems: backup, recovery process, staff, equipment required

Premises: relocation/ work from home option

Communications: methods of contacting staff, suppliers etc.

Equipment: equipment recovery, replacement, alternative.

Supplies: Process to replace stock, key supplies, provision in emergency pack

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1.8. Critical Function Analysis & Recovery Process C Priority 3 – Critical Function Name of essential activity/function Responsibility: Role responsible for leading on activity & deputies

Potential impact on business if interrupted

Likelihood of interruption to business

Recovery timeframe: how quickly must this function be recovered

Resources Required for Recovery Staff: numbers, skills, knowledge

Data/systems: backup, recovery process, staff, equipment required

Premises: relocation/ work from home option

Communications: methods of contacting staff, suppliers etc.

Equipment: equipment recovery, replacement, alternative.

Supplies: Process to replace stock, key supplies, provision in emergency pack

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1.9. Emergency Response Checklist This list should be used during the emergency. Task Completed (date, time, by who) Actions within 24 hours Start log of actions & expenses taken

Liaise with emergency services

Identify & quantify any damage to the business including staff, premises, equipment, data, records

Identify which critical functions have been disrupted

Those responsible for recovery to identify critical functions & decide actions to be taken & timeframes

Provide information to staff

Provide information to suppliers and customers

Provide information to insurance company

Daily actions during recovery process Those responsible for recovery to understand progress made, issues encountered, & decide to continue recovery process

Provide information to staff

Provide information to suppliers and customers

Provide information to insurance company

Provide public information to maintain reputation of business & keep relevant authorities informed

Following the recovery process Debrief all staff & identify any additional staff welfare needs (counselling) or rewards

Use information gained from debrief to review & update this business continuity plan

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1.10. Key Suppliers Supplier Provides Telephone Email

1.11. Key Customers

Supplier Provides Telephone Email

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1.12. Utilities Companies

Utility Company Telephone Email Electricity

Gas

Telecommunications

Water

1.13. Insurance & Finance Companies

Service Company Telephone Email Banking

Insurance

Include a plan of your premises for emergency services showing locations of: • Main water stop cock • Switches for gas & electricity supply • Any hazardous substances • Items that would have priority if salvage was a possibility

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1.14. Emergency Contacts for Harrow Area and Nationwide Emergency Contact Phone Number & Website Emergency Services

999

Emergency Services for deaf & deafened people using a Textphone

18000

NHS 111

Anti-Terrorism Hotline 0800 789 321

Metropolitan Police non-emergency

101 www.met.police.uk/reporting_crime

British Transport Police

0800 40 50 40 or text 61016 www.btp.police.uk

Harrow Council

www.harrow.gov.uk

Harrow BID

020 8863 9933

Work emergency number

Doctor

School(s)

Thames Water 0800 316 9800 www.thameswater.co.uk

UK Power Networks (for electrical failure)

0800 31 63 105 www.ukpowernetworks.co.uk

Gas Emergency Service (National Grid)

0800 111 999 www.nationalgrid.com

Transport for London

020 7222 1234 www.tfl.gov.uk

Floodline (environment agency)

0845 988 1188 www.gov.uk/governement/organisations/enviroment-agency

Met Office 0370 900 0100 or 01392 885 680 www.metoffice.gov.uk

BBC Radio London 94.9FM

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2.

2.1. Completing the Business Continuity Plan Guidance on how to fill out the forms correctly

1. Contact List Who works with you that you would need to get in touch with. Have you got all their numbers, emails etc. If an incident occurred before their shift started you would need to contact them in advance using the contact list.

2. Risk Assessment

What are some of the risks that would really affect your business & what is in the surrounding area that could affect you. Do you have a basement that could flood, could you protect your equipment from that, how would neighbouring business affect you? Think about what would affect you the most and write them in order.

3. Objectives of the plan

What are you using this plan for, is your priority to get your staff home safe? How long will your business last if you can’t get into your premises? How can your actions help minimise damage done & move your business forward?

4. Critical Function Checklist

What are the main functions of your business, what needs to be done & in what order? List what functions need to take place & this will give you a clear picture for more detailed processes in section 6,7 & 8. Certain activities will need to be put in order.

5. Command and Control

If the business or security manager are not able to take charge because of the incident who else can be delegated the responsibility? Deputy managers, sales managers, supervisors?

6. Critical and Function Analysis and Recovery Process A

Who will: • Open and close the premises • Start-up/shut down the computers or machinery • Back up the essential data • Contact staff members • Contact suppliers • Organise orders or bookings • Arrange invacuation/evacuation • Follow ups with staff once safely away from incident

These are just examples. All businesses are different & will have different priorities. 7. Critical and Function Analysis and Recovery Process B

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What are the secondary functions that the need to be completed? This may need to be done at the same time as the first but by a different member of staff.

8. Critical and Function Analysis and Recovery Process C

What then needs to happen to ensure the premises and the staff are safe and the risks of damage to the business are mitigated. Add as many as you need.

9. Emergency Response Checklist

This is a template for what you should consider doing. Creating a log will keep you organised and focus the priorities during an incident. Where will you be, how will you brief your staff, does everyone know what they need to do?

10. Key suppliers

Record a list of suppliers that you will need to contact in a crisis to either cancel, re-direct, or postpone deliveries from. If an incident affects not just you but your suppliers, you may want to have an alternative supplier listed.

11. Key Customers

If you are evacuated, you won’t have time to complete a customer order or send a vital email. How will you contact those key customers to make them aware of the situation? They will appreciate you thinking of their needs, which will help them make alternative arrangements.

12. Utility Companies

If there is an incident caused by a utilities problem such as a burst water main or gas leak, then the quicker the utility company is contacted and made aware the better. Different utility companies may have a different response time so having their details to hand will cut the response time down.

13. Insurance & Finance Companies

Although the finance and insurance arrangements will be handled off site, the details of your contacts, level of cover, and business details will be essential to have in hand in a crisis.

14. Emergency Contacts for Harrow Area and Nationwide

Fill in your emergency details for a complete set of emergency numbers to use in a crisis.

It is recommended that you read the whole document before completing it as the

incident management will give you examples of issues that you might not have considered but would be highly impactful to your business.

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3 Incident Management

What are the different threats to your business & how can you mitigate the negative effects on your business, premises and staff. Whilst terrorism is a key concern, there are other threats that can be equally impactful. Harrow town centre is surrounded by key roads, a busy tube station, 2 shopping centres and public spaces. This type of infra structure could be compromised by a variety of factors. It is knowing what these could be, and what can be done about them that will help ensure there is minimum impact on your business. To have a really effective Business Continuity Plan it is advisable to do 3 things:

1. Assigning responsibility – It is important to instil a sense of value & ownership among your staff. Nominate a person/team to have responsibilities on the day. If a manger is not available, who will take decisions/lead if the building must be evacuated?

2. Establishing & implementing the BCP. Its advisable to have a Gold, Silver & Bronze system. Ensure everyone is aware of the BCP. You may consider running different scenarios that you can adapt from this document.

3. Ongoing management – staff turn over is commonplace so it’s vital to update the plan with up to date contact details & ensure everyone remains aware of the threats to business & what to do if they occur.

3.1. Impact on Business If your business is affected by an incident what will the impact be? How long will it last? Taking steps before an incident will help minimise the negative impact & manage the situation. Step 1 List key products & services your business provides, which if disrupted will have the greatest impact. For each identified you should consider what the impact of disruption would be in terms of its aims & objectives and impact on stakeholders. Document what the impact would be for

• First 24 hours • 24 -48 hours • Up to one week • Up to 2 weeks

Step 2 You should now be able to identify the maximum length of time you can manage the disruption to each of your key products & services without it threatening your ability to work successfully. (Financially or through reputation). Step 3 Set the point in time at which your key products & services would need to be resumed in the event of a disruption. (Recovery time objective)

• Take into account the confidence you have in the business continuity plan & whether on reflection it was too optimistic

• Ensure you have built in a margin for unforeseen challenges with recovery

Step 4 Document the critical activities that are required to deliver your key products and services. Step 5 You should now quantify the resources needed over time to maintain the critical activities at an acceptable level and to meet the recovery time objective. Document the resources. IT may include: people, premises, technology, information and supplies and partners.

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3.2. Analysis of issue The below table sets out some of the questions that you may want to consider when quantifying the resources, you will require to maintain your critical activities, but should not be seen as an exhaustive list.

What is the ideal number of staff needed to carry out your critical activities?

People What is the minimum staffing level needed to provide some sort of service?

What skills/level of expertise is needed to undertake these activities?

What locations do your businesses critical activities operate from?

Premises What alterative premises do you have?

What machinery and other facilities are essential to carry out your critical activities?

What IT is essential to carry out your critical activities?

Technology What systems and means of voice and data communication are required to carry out your critical activities?

What information is essential to carry out your critical activities?

Information How is this information stored?

Who are your priority suppliers/partners whom you depend on to undertake your critical activities?

Suppliers, Partners & Stakeholders

Do you tender key services out to another organisation; to whom and for what?

Do you have any mutual arrangements with other organisations?

3.3. Solutions to issue

Inventory of staff skills not used within their existing role to enable redeployment

Workflow diagram & documentation to allow staff to undertake roles they are unfamiliar with

People Multi skill training of each member of staff

Cross training of skills across a number of individuals

Succession planning

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Use of third party support backed by contractual agreements

Separation of individuals/groups with core skills can reduce the likelihood of losing all those capable of undertaking a specific role

Relocation of staff to other properties owned by your organisation, such as training facilities

Displacement of staff performing less urgent business processes with staff performing a higher priority activity

Premises Remote working – from home or other locations

Use of premises provided by other organisations, including those by third party specialists

Alternative sources of machinery and other equipment

Maintaining the same technology at different locations that will not be affected by the disruption

Technology Holding older equipment as emergency replacement or spares

Ensure data is backed up and kept off site

Information Essential information is stored securely (fire proof cabinet)

Copies of essential documentation is kept elsewhere

Storage of additional supplies at another location

Dual or multi-sourcing of materials

Suppliers, Partners & Stakeholders

Identification of alternative suppliers

Encouraging or requiring suppliers/partners to have a validated business continuity plan

Significant penalty clauses on supply contracts

Mechanisms in place to provide information to stakeholders

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3.4. Incidents and Actions In the event of an incident you need to assess if you need to call the emergency services. Calmly consider what you need to do, what you will say and the descriptions you will give.

999 and the Emergency Services If you need the Fire Brigade, Police or the Ambulance service you should call 999. Don’t call 999 if it is not an emergency. For non-emergency police response call 101. The operator will ask which emergency service you require. You will then be put through to an emergency control room operator for the service you want. They will ask you a number of questions. Answer the questions clearly & don’t put the phone down unless asked to do so.

3.5. Basic First Aid

Knowing some basic first aid in an emergency situation can make all the difference. Have a first aid kit on site and consider getting first aid training. Your Priorities are to:

• Assess the situation. Don’t put yourself in any danger • Make the area safe • Assess all casualties & attend first to any unconscious casualties • Send for help

Check for a response Gently shake the casualty’s shoulder and ask loudly “Are you alright?” If there is no response your priorities are to:

• Shout for help • Open the airway • Check for normal breathing • Take appropriate action

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To open the airway: • Place your hand on the casualty’s forehead and gently tilt the head back • Lift the chin with 2 fingertips

Look, listen and feel for normal breathing for no more than 10 seconds: • Look for chest movement • Listen at the casualty’s mouth for breath sounds • Feel for air on your cheek

If the casualty is breathing normally: • Place in the recovery position • Check for continued breathing • Check and try to treat any other life-threatening injuries • Get help – 999

Note: The position for babies and children is different. Check on the St John Ambulance or Red Cross website. If the casualty is not breathing normally:

• Get help • Started chest compressions (see CPR)

To start chest compressions: • Lean over the casualty and with your arms straight, press down on the centre of the

breastbone 4-5cm, then release the pressure • Repeat at a rate of 100 times a minute (or to beat of Bee Gee’s Staying alive) • After 30 compressions open the airway again • Pinch the casualty’s nose closed and allow the mouth to open • Take a normal breath and place your mouth around the casualty’s mouth, making a good seal • Blow steadily into the mouth for one second while watching the chest rising • Remove your mouth from the casualty and watch for the chest falling • Give a second breath and start the 30 compressions again • Continue with the chest compressions (30) and rescue breaths (2) until qualified help takes

over or the casualty starts breathing normally

A - Airway

B - Breathing

C - CPR

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3.6. Common Injuries

If there is severe bleeding: • Apply direct pressure to the wound • Raise and support the injured part (unless broken) • Apply a dressing and bandage firmly in place

Broken bones and spinal injuries If a broken bone or spinal injury is suspected, get expert help. Do not move the casualty unless they are in immediate danger.

Burns can be serious so if in doubt seek medical help. Cool the affected part of the body by placing under cold running water until the pain is relieved. Thorough cooling may take 10 minutes or more, but this must not delay in taking the person to hospital if required. Certain chemicals may seriously irritate or damage the skin. Avoid contaminating yourself with the chemical. Treat in the same way as for other burns but flood the affected area with water for 20 minutes. Continue treatment even on the way to hospital if necessary. Remove any contaminated clothing which is not stuck to the skin.

All eye injuries are potentially serious. If there is something in the eye, wash out the eye with clean water or sterile eye wash solution from a sealed container to remove loose material. Take care to flush in the direction of the outside of the face to avoid the uninjured eye. Do not attempt to remove anything that is embedded in the eye. If chemicals are involved, flush the eye with clean water or sterile eye wash solution for at least 10 minutes, while gently holding the eye lids open. Take care to flush in the direction of the outside of the face to avoid the uninjured eye. Ask the casualty to hold a pad over the injured eye and send them to hospital.

Severe Bleeding

Burns

Eye Injuries

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3.7. Tackling Specific Emergencies

There are a number of things you can do in advance to prepare for flooding and minimise the effects on your business. Preparing:

• Ensure that you know the premises risk to flooding and type of flooding. To assess your risk and to find information on flood protection products visit the Environment Agency: www.gov.uk/government/organisations/environment-agency

• If you are in a flood risk area, make sure you sign up to receive the environment agency early flood warnings

• If your business has a basement then you may be susceptible to flooding from surface water during or after a major downpour. A major downpour can also put basements at risk from a back surge of water through the sewer system. Check out www.thameswater.co.uk for information regarding sewer flooding.

• If you think you are at risk keep a store of sand, plastic sheeting and sandbags that you can use to block doors, air vents, sinks and toilets to try to stop the water coming into your premises.

• Check your business buildings and contents insurance policy to confirm you are covered for flooding and to check you haven’t underestimated the value of your business being out of action for a period of time.

• Know how to turn off your gas, electricity and water supplies. If you are unsure, ask your supplier for advice. Putting stickers on taps and switches you need to turn off during a flood makes it easier to remember and quicker to do.

Responding: • If safe to do so, turn off gas, electricity and water supplies when flood water is about to enter

your premises. • Do not touch sources of electricity when standing in flood water • Never drive through flood water. 80% of flood deaths occur in vehicles

If there is raw sewage in your premises you should not enter at all and seek alternative premises until it has been cleaned.

If you have an electricity failure, first check whether other businesses have also lost supply. If they have call UK Power Networks Emergency Centre on 0800 31 63 105. If other business have not lost supply:

• Check your trip switch. If the switch is still on call your suppliers emergency line

Flooding

Electrical Failure

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• If the trip switch is off, switch it back on • If it switches back off, one of your appliances may be faulty. Unplug all appliances and reset

the trip. • If you have a pre-pay meter, check that you still have credit • If only part of your supply has failed and the trip wont reset, there may be a fault with your

wiring so contact a registered electrician • If electricity is lost over a prolonged period over a wide area, being prepared can make a

difficult situation easier • Have at least one standard land line phone in the premises as cordless phones will not work

in a power cut

If you smell gas in your property, call the free 24-hour national gas emergency number 0800 111 999, whether the smell is inside or outside the property. You’ll be asked a series of questions designed to build a picture of the reported gas leak or emergency. From these details, the operator can identify the right gas safety advice for you – such as:

• Do not turn electrical switches on or off • Open doors and windows • Turn the gas off at the meter • Avoid using naked flames

An engineer will be sent to ensure the safety of people and make the premises safe. National Grid aims to attend all uncontrolled leaks within one hour and all controlled escapes within two hours. If the authorities inform you that you could be without power for several days, your best option may be to move to alternative premises.

• When drinking water is unavailable, it can become a health emergency • If you lose water, find out if it is just your property or the wider area. If it is just your property,

contact your water supplier. Thames Water 24 Hour Emergency number is 0800 316 9800 • If the whole area has lost water supply, your water supplier has a duty to provide you with

alternative water sources. This could be bottled water, stand-pipes or water tankers • Make sure that you have an emergency water supply. Everyone’s needs differ, but the Food

Standards Agency advise that the average adult should drink 6-8 250ml glasses of water or other fluids a day to prevent dehydration

Gas Failure

Loss of Water Supply

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• Reduce fire hazards in your business – extinguish cigarettes and store flammables safely • Fit and maintain smoke alarms – at least one per floor. Test the alarms weekly • Do not overload sockets. Avoid over loading sockets with multi way adapters • If there is a fire in your premises, get out, stay out and call 999 • In a fire, never use the lift • If you are moving or trapped in smoke stay close to the floor where the air is cleaner • Check door handles with the back of your hand or test the door panels for heat. If a door feels

hot, do not open it. It probably means there is a fire on the other side • After a fire in your business it is possible that parts of your property may be unsafe. If the

firefighter in charge advises you that any areas are unsafe, ensure the information is passed on to anyone else entering the premises

• It is possible that gas, electricity or water supplies will have been turned off as a result of the fire. Never turn utilities on until they have been checked by the utility provider or another competent person

• Run fire drills and ensure your fire evacuation plan is up to date

There is a lot you can do to reduce the effect and potential cost of damage caused by severe weather. Check local and national weather forecasts on local television, radio or on the Met Office website: www.metoffice.go.uk Severe Gales:

• Secure or store loose objects outside that could blow into windows. Close and securely fasten doors

• Park vehicles well away from trees, buildings, fences and walls • Stay inside as much as possible. Do not go out to repair damage whilst the storm is ongoing • If you are outside, do not shelter close to buildings or trees and keep well away from the

sheltered side of boundary walls. Find shelter in substantial, permanent, enclosed structures • Slow down if driving on exposed routes. Find alternative routes if possible. Take particular

care of side winds if driving high sided vehicle or if towing another vehicle or container • Do not touch electrical or phone cables that have been blown or are still hanging

Snow and Ice: • Travelling to and from work in the snow can be hazardous. If you are travelling when snow is

forecast, make sure you have warm clothes, a mobile phone, food, water, a torch and a spade. Tell someone when you expect to arrive and the route you plan to take

• Try to wait for the roads to be gritted before travelling • If you must drive, check the Highway Code for advice on driving on snow and ice

Fire

Severe Weather

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The main points are: • Do not overtake • Slow down • Allow extra room – it can take 10 times as long to stop in these conditions • If you start to skid, ease gently off the accelerator and avoid breaking. If breaking is necessary

pump the brakes, don’t slam them on • If you get stuck, stay with your car and tie something brightly coloured to the aerial To avoid slips, keep a big bag of salt to spread on your driveway, footpath, or pavement outside your house if the forecast is for it to be icy.

Thunderstorms and Lightening

• Thunderstorms can create power surges and cuts • Before a thunderstorm, unplug all non-essential appliances as lightning can cause power

surges • If outside, avoid water, and find a low-lying open place that is a safe distance from trees, poles

or metal objects • Avoid activities such as golf, rod fishing or boating on a lake • If you are in an exposed location, squat close to the ground, with hands on knees and head

tucked between them. Touch as little of the ground as possible. Do not lie down • If you feel your hair stand up on end drop to the squat position immediately

Heat and Sun

• Ensure that you have plenty of cold fluids available • Try to keep your business cool - closing the blinds can help • Wear lightweight, loose, light coloured clothing if possible • Drink plenty of fluids, but not alcohol, which dehydrates the body • If driving, keep your vehicle ventilated to avoid drowsiness. Take regular breaks and have

plenty of water in the vehicle • Try to avoid going out in the hottest part of the day (11am-3pm) • Avoid being in the sun for long periods of time

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Businesses and staff can be affected by infectious disease and pandemic flu occurs frequently. When a new influenza virus emerges, which is different from those recirculating, the new virus may spread easily between people because they have little or no immunity to it. You can reduce the risk of catching or spreading flu by:

• Covering your nose and mouth when coughing or sneezing – use a tissue • Avoid touching eyes, nose or mouth without washing hands first • Disposing of dirty tissues promptly and carefully – bag and bin them • Avoiding non-essential travel and large crowds whenever possible • Maintaining good, basic hygiene, for example washing your hands frequently with soap and

water to reduce the spread of virus from your hands to your face or to other people • Cleaning hard surfaces frequently, using a normal cleaning product

If you do catch flu, stay at home and rest. Call your GP or NHS on 111 or go to the NHS Choices website at www.nhs.uk for any advice. Do not go to your GP surgery, to a hospital, or to collect medication as you may spread the disease to others.

• Take medicine such as aspirin, ibuprofen or paracetamol to relive the systems. Always read and follow the instructions with medicines

• Drink plenty of non-alcoholic fluids

At an accident involving chemical, biological or radiological substances, as well as dealing with the hazardous substance, the fire and rescue service is equipped to assist the health service in decontaminating large numbers of people. This may involve members of the public passing through temporary shower structures. This process will take place at, or near the scene of the incident. This process is carried out to ensure any potential contamination is removed from people prior to receiving further attention or advice.

• Move away from the immediate source of danger • Wait for the emergency services

Infectious Disease

Chemical, Biological or Radiological Incident

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3.8. Emergency Grab Bag If you have to leave your premises in a hurry, a grab a bag of essential and useful items will be invaluable. Grab bags should be stored near emergency exits so they can be collected easily. Items in the grab bag may include:

• Torch (with spare batteries or wind up) • Spare mobile phone charger • Spare money • Address and contact details of staff emergency contacts • Pen and paper • Change for pay phones • Copies of important documents • Building / site plans / map • Contact lists: staff, other branches, clients, suppliers, utilities, insurance • Compact megaphone • Hi-visibility jackets • Waterproof document wallet • Emergency blankets • Whistle • Wind up radio • First aid kit (make sure it is in date) • Burn dressings / ice packs • Gloves • Walkie talkies

Remember you may be away from your premises and unable to get home for some time. Make sure you take only what you need. Grab bags should be checked every 6 months.

3.9. Cybercrime Cybercrime has now overtaken the drug trade as the most profitable form of illegal activity on the world. Organised crime has been quick to take advantage of the opportunities offered by the Internet, particularly the growth in e-commerce and online banking. Criminal groups target individuals, small business and large corporate networks to steal personal information in bulk to profit from the compromised data available to them. Loss of data or being hacked can cause tremendous damage to a company’s reputation as well as preventing normal working practises. Loss of IT is frequently referenced as a concern for employers.

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Types of threat/attack Active cyber-attacks include:

• Phishing: Bogus emails asking for security information & personal details • Webcam manager: where criminals take over your webcam • Spyware: Software that enables a user to obtain covert information about another’s

computer activities by transmitting data from their hard drive • Keylogging: Allows criminals to record what you type on your keyboard • Screenshot manager: Allows criminals to take screenshots of your computer screen • Ad clicker: Allows a criminal to direct a victim’s computer to a specific link • Penetration testing: Finding vulnerabilities in a system which could be exploited • USB stick: Using fake USB sticks that contain information stealing software • Cyber theft & extortion: Taking over websites and ransoming data • Vishing: Voice version of phishing

Speaking to your IT provider & conducting a security audit may flag up areas of concern or highlight that your system is safe and secure. Taking action to prevent fraud Ensure you have the right IT security installed and that staff understand the security processes. You can take the following measures:

• Tear up or shred statements, invoices to suppliers that you no longer need • Never disclose or email financial details unless you are absolutely confident you know who

you are speaking to or that the website you are using is secure • Under the Data Protection Act, you cannot discard intact customer data, staff, and supplier

information. This should also be shredded • Hold regular equipment audits and track movement of computers • Keep computers in a locked room and secure your premises • Keep records of serial numbers and identification marks • Mark your IT with postcodes or smart water • Ensure that your staff take care of mobiles and laptops when using them • Keep your passwords and pins safe and change them regularly • Always access internet banking by typing in the bank’s address into your web browser • Never visit a website from an email link to enter personal details – if in doubt contact them

separately on an advertised number • Look for a locked padlock or unbroken key symbol in the bottom right of your browser

window before accessing the bank site. http will change to https if connection is made • Don’t leave your computer unattended when logged into internet banking • Wipe your hard drive before you sell or give away an old computer

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3.10. Communication In the event of a major incident, communication with your staff will be essential in ensuring their safety and acting on the Business Continuity Plan. The first thing managers will need to be able to ensure is that staff are briefed, and their contact details recorded in the front of the plan for contacting in an emergency. Town link radio The problem may be that traditional lines of communication may not work. In this case using landlines or the townlink radio will continue to work. This will allow fast time communication with CCTV, police and other users in the area to ensure clear lines of communication. Having a link to CCTV is invaluable in a crisis as instructions and guidance may be given about locations of an incident and areas to avoid. Always follow the instructions of the police and emergency services immediately. If the police tell you to evacuate you must do so.

3.11. Terrorism Importance of security planning There are commercial, legal and reputational reasons why businesses should keep security under constant review. The threat from terrorism to the UK remains both real and serious. An attack can take place at any time without warning and any business could be directly or indirectly affected. Acts of terrorism vary in terms of scale and purpose. Some seek merely to inflict superficial damage or cause public distress to draw attention to a particular cause. Others carry a more malicious intent. Terrorism is just not about violent attacks on people and property. Disrupted communications systems, damaged assets and tarnished reputations can cause immediate or long-term harm to a business. It can take 6-9 months for a business to recover.

At work: • If there is a suspicious package at your place of work, follow the advice of those in charge • Make sure that you know the security plans at your place of work and what to so in an

emergency • If there is a bomb alert elsewhere follow the directions given by the emergency services • If a bomb goes off outside your work or home, stay inside (away from windows and outer

doors), in case there is a second bomb in the area • If you see the explosion, stay in a safe place and tell police what you saw

Security Incident

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At home or out in public: If you suspect it, report it. Everyone can help in the fight against terrorism and violent extremism. The key message is “don’t rely on others if you see it, report it. Whether it’s an unattended item left in public, large quantities of chemical waste products or the unusual or extreme behaviour of a neighbour, you should always tell someone in authority such as the police or a member of staff. If you think its an emergency, you should always call 999. You can also call the confidential Anti-Terrorist Hotline: 0800 789 321, which is staffed 24/7 by specialist police officers and staff who are trained to determine what further action may need further investigation. Unless you have been advised not to by emergency services, in most cases you should:

• Go inside a safe building • Stay inside until you are advised to do otherwise • Tune in to local radio or TV for information

General principals Your aim must be to preserve life and the most effective way to achieve this is to:

• Prevent the intrusion of your building • Clear queue lines outside • Ensure people, staff and emergency services are made aware whenever possible.

It may be advisable to keep some form of decision log or record any key decisions taken so that they can be recalled upon at a later date. The first few minutes of any emergency are the most confusing and frantic; and the main aim of those trying to control the situation is to preserve life and get survivors to safety. Use this document as guidance. The situation you are confronted with will determine your actions.

• Keep focused and commit to your actions • The sound of gunfire and commotion is a good indication of the location of the threat &

therefore the place to avoid • Under immediate gunfire take cover initially but leave the area as soon as its safe to do so.

Take as many people with you as you can • Nearby gunfire; if possible leave the area immediately, taking as many people with you as you

can • Consider the possibility of a chemical, biological, radiological, or nuclear bomb attack. There

could also be more than one device • If in the immediate vicinity of the threat, turn your radio off, and only turn it back on when

safe to do so

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• Provide leadership and instruction to those around you, give clear, firm instruction • Provide control with regular updates on the situation when safe to do so • Take the safest route out the building. Do not use the lifts • If you cannot get out of the building take cover, hide, keep low, crawl if necessary • If hiding in a room, lock and/or barricade the door, keep low and if safe to do so, close the

blinds Invacuation vs Evacuation Whether or not to invacuate or evacuate will depend on the type of attack, the number of assailants and their type of weapons. For example: If the incident involves a single assailant with no weapon, it might be safe to evacuate people out of the opposite end of the building away from danger. If in the event of an IED detonation, retaining people within the building away from windows may be the wiser choice. When taking cover and hiding there are 2 types of cover: Cover from gunfire

• Substantial brickwork or concrete • Engine blocks of motor vehicles • Base of large live trees • Earth banks/mounds

Cover from view

• Internal partition walls • Car doors • Wooden fences • Curtains

If hiding in a room with a hydraulic arm door closer, tie a leather belt around it tightly to prevent further entry.

A lockdown is implemented when there is a serious security risk (e.g. violent or armed intruder) to those in the building. The initiating threat can be either internal or external to the building. How will I know if a lockdown is occurring?

• Pop up notice on your networked computer • Text message or email to registered mobile phones • Public announcement broadcasts

Site Lockdown Procedure

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• In person by police or staff member Lockdown Steps:

• Secure entry and exit points • Communicate the threat to tenants and staff • Move immediately to the nearest room you feel is safe, with as many people as possible • Lock and barricade the doors and consider covering the windows • Turn off the lights or maintain minimal lighting • Move away from windows and doors • Lie flat on the floor to ensure you are out of sight • Turn mobile phones off or to silent • Keep calm and quiet • Stay in the room until police arrive

What if someone is injured? Follow these steps when safe to do so:

• Call 999 or Gold/Silver/Bronze from a landline • If using a mobile, turn it to silent mode • Do not expose yourself to additional danger in the process of helping others

Who to call? 999 What to report? When contacting the authorities, report the following:

• Your specific location, building name, office/room number • The number of people at your specific location • If there are any injuries, the number and type of injuries • If you have CCTV and if it can be accessed by emergency services • If you have seen an assailant or identified a threat

Location and number of suspects Direction of travel Their clothing and description Their identity if known Any weapons or accessories (i.e. backpack) Any unusual or threatening sounds (e.g. gunfire/explosions)

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What if the fire alarm sounds? • Do NOT respond normally as a fire alarm during a lockdown may be set off by an armed

intruder • Remain calm in your lockdown secure area. If it is safe to do so attempt to verify the alarm

activation with on-site contact or emergency services • If fire is verified, follow fire/evacuation procedures

Ensure public service announcements are made regularly to keep everyone informed and so not set off the fire alarms to evacuate the site, as this may deactivate any access control systems in place, leaving the building unsecure. Be aware that secondary devices or other shooters may be ready to attack if a large number of people suddenly present themselves as a target. When evacuating:

• Instruct queues and staff to evacuate in a direction away from the point of danger • Direct the appropriate security officer on the door to secure the doors. If a key is used, should

the key be immediately available in an adjacent key safe? • Move staff and customers inside the site away from the outside doors and secure any internal

doors • Depending on the volume of people, where possible move staff and customers into the site,

utilising the invacuation space, bomb safety area or office spaces available to increase capacity.

• Confirm to control that lockdown is complete and give an estimate of how many people have taken refuge within the site

It may be several hours before you can be safely evacuated

Contact the police via 999 and provide them with the following information using S-A-D-C-H-A-L-E-T-S SAD CHALETS

Survey the scene as you approach Survey Consider your safety Try not to get involved in rescue work Assess the situation on your arrival Assess Consider the possibility of a chemical/biological/radiological

incident Gather accurate and concise information Disseminate CHALETS information Disseminate Maintain contact with your control room Declare if it is a major incident

Security Control

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Approximate number of dead and injured Casualties Approximate number of survivors or witnesses Identify existing hazards Hazards Consider potential secondary devices Nominate and search a rendezvous point Access Update with the best access routes Clarify routes which are blocked Location Confirm the exact location of the incident Give nearest junction or address Emergency List the emergency services required Consider if evacuation or invacuation is safe and necessary Type Identify the type of incident and size Include the number of vehicles or buildings involved Start & Safety Consider starting an incident & event log Conduct & review risk assessments of working near the site

• Controllers are to closely monitor the CCTV & access control system and keep staff informed if

danger is approaching • Maintain an open link with the police if possible & be prepared to offer information to the

safest route into the building • Record the number of suspects, description, location and type of weapons being used

Emergency Service Response The emergency services will tailor their response to the messages that they receive and make a risk assessment accordingly. If an attack is still in progress they will seek to stabilise the situation before sending in a large number of officers/paramedics. This will be their primary aim and they will do this before treating any injured people. A cordon of 400m may be put in place. Active Shooter An active shooter is a person, killing or attempting to kill as many people as possible, within a short period of time. They may be motivated by religious or political extremism, suffering from an illness or from a relationship crisis. Typically, once the assault has begun there is no pattern or method to their selection of victims.

An active shooter may be a current or former member of staff. A risk is also posed by estranged or disgruntled partners of members of staff. Line managers should be alert and seek advise from HR if they believe a member of staff is displaying signs of stress, domestic difficulties or violent behaviour.

Before - PREVENT

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Indicators of potentially violent behaviour may include: • Increased alcohol or drug use • Unexplained absenteeism • Depression or withdrawal • Increased mood swings and unstable or emotional responses • Increased talk about domestic problems • Increased comments about violence, firearms, weapons and violent crime

You should quickly assess the danger and respond. Do NOT wait for instructions. Help others only if you believe it is safe to do so. Customers are likely to follow the lead of any member of staff during an Active Shooter situation. Staff should think about their escape routes from the areas they work in and have a plan in mind. Your primary route may not be available, so secondary routes and exits should be considered. Whenever possible you should evacuate. If this isn’t possible you should hide. Evacuate: • Leave your belongings behind • Keep your hands visible • Evacuate regardless of whether others agree to follow • Do not attempt to move wounded people • Call 999 when you are safe

Hide: • Hide out of sight • If possible hide behind a solid object • Lock the door • Block the door with heavy furniture • Try not to restrict your movement options • Silence your mobile phone • Remain quiet

• When officers arrive, they may be armed and wearing unfamiliar clothing and equipment. They may be forceful, shouting commands and pushing individuals for their own safety. They may not be able to assist the wounded until the area is safe

• Remain calm • Drop anything in your hands • Keep your hand visible and raise your hands with your fingers spread • Avoid making quick movements • DO NOT grab the officers or ask them for assistance. Follow their instructions and evacuate in

the direction they have come form

During - RESPOND

After - RECOVER

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Information you should provide to police operators when reporting an incident: • Location of the shooter(s) • Number of shooters • Number and type of weapons used • Description of the shooter(s) • Number of potential victims

Points to consider If the attackers are outside the building, then customers and visitors should be firmly guided into safe hardened areas such as basements until armed response officers arrive. If the attack is from within your building, then a call point must be activated initiating the evacuation via the designated fire exits. This will have the benefit of dispersing people through different exits reducing potential targets.

3.12. Radicalisation Radicalisation is the process of causing someone to become a supporter of terrorism, or forms of extremism that lead to terrorism. When an individual or group come to adopt increasingly extreme political, social or religious ideals & aspirations that go against contemporary ideas or norms of society as a whole, they may be open to committing violent acts in the name of their beliefs. Causes of radicalisation There is no clear link identified for someone becoming radicalised but those who are most vulnerable are:

• Children from age 13 onwards • Those experiencing an identity or personal crisis • Individuals with feelings of unmet aspirations or a sense of injustice • People with a need for adventure or excitement • Pre-existing conviction that their religion or culture is under threat • Individuals who feel socially isolated, possibly suffering from depression • Those who have a history of criminal behaviour

Signs that someone might be at risk of radicalisation

• Being overly secretive about their online viewing • Displaying feelings of isolation or express an “us” and “them” mentality • Becoming more argumentative or domineering in their viewpoints, being quick to condemn

those who disagree and ignoring views that contradict their own • Questioning their faith or identity • Downloading or promotion of extremist content

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• Social isolation – losing interest in activities they used to enjoy, distancing themselves from friends and social groups

• Altered appearance – change in style of dress and/or personal appearance • Abnormal routines, travel patterns or aspirations

Talking to someone you believe is at risk from radicalisation If someone is showing one or more of these signs, it doesn’t mean they are subject to radicalisation. Talk to the individual; be calm, open and non-confrontational so you encourage them to share their ideas and opinions with you. Remember you are likely dealing with a vulnerable person who is being groomed or manipulated so show acceptance for their views, even if you don’t feel that way. Radicalisation is a safeguarding issue, and, as such should be dealt with in accordance with any safeguarding policies and procedures within your organisation. If you are concerned that you have come across a person that may be at risk of radicalisation, please call the police on 101.

Disclaimer The information in is this document is for suggested advice only. No part of it should imply that the information is a guarantee or insurance against any major disruptive incidents and only serves to highlight potential issues that might occur.