Prepare your Emergency respons,

continuity plan, recovery plan

Panel Discussion with PortAventura,Europa Park,

Disneyland Paris,Liseberg,the Safety Committee members

with Q & A from attendeesSeptembre 20th, 2016

• Norms related to Crisis Management• What is the key element of these norms ?• What’s new in crisis management ?• New type of events and threats• Emergency response Plan • Emergency Operations Center (EOC) Activation• Massive evacuations and undercover• Business continuity Plan (BCP)

Agenda

ISO 22399

• The purpose of this guideline is to provide a basis for

understanding, developing and implementing incident

preparedness and operational continuity within an organization

and to provide confidence in organization-to-community,

business-to-business and organization-to-customer/client

dealings

Norms related to crisis Management

ISO 22320

• This International Standard specifies minimum requirements for

effective incident response and provides the basics for command

and control, operational information, coordination and cooperation

within an incident response organization. It includes command and

control organizational structures and procedures, decision support,

traceability, information management, and interoperability.

• This International Standard is applicable to any organization

(private, public, governmental or non-profit) involved in preparing

or responding to incidents at the international, national, regional or

local levels, including organizations

…/Norms related to crisis Management

ISO 22320

a) responsible for, and participating in, incident prevention and

resilience preparations

b) offering guidance and direction in incident response

c) developing regulations and plans for command and control

d) developing multi-agency/multi-organizational coordination

and cooperation for incident response

…/Norms related to crisis Management

…/ISO 22320

e) developing information and communication systems for incident

response

f) researching in the field of incident response, information and

communication and data interoperability models

g) researching in the field of human factors in incident response

h) responsible for communication and interaction with the public

…/Norms related to crisis Management

What is the key elements of these norms

What’s new in crisis Management ?Trends,weakness,opportunities

•Invest in prevention

•Preparedness and organization of the emergency response, Business Continuity plan et crisis Management

Undergoing the crisis or controlling?

•Internal or external events

•threats

Raising of new types of events to manage

•Organization has to be updated from rescue to more complex situations

•Take in consideration stakeholders to manage

Emergency response Organization and preparedness

•How to maintain Operations

•Build recovery plan

•Take in consideration complexity

Business Continuity Plan preparedness

•Traditionally Parks are well prepared to evacuation of locations

•Overall evacuations in a context of emergency has to be considered

•As undercover

Need to be prepared to massive evacuations and undercover

•You don’t manage alone crisis

•Coordination has to be prepared and exercises performed with evaluations

Coordination with Authorities and Agencies

•Take in consideration diffusion of information worldwide in real time

•Communication is also an element to prepare and to organize

•Take in consideration reactive and proactive communication in real timeSocial medias-brand image

New type of events and threats

• Massive attacks

• Threats

• Individual attacksTerrorism attack

• Fire

• Flooding

• Storms, hurricanes

Extreme weather conditions-natural disasters

• Tiger Mosquito

• EbolaHealth disease, pendemies

• Real time worldwide information

• Medias coverageMedias, communication

• Unsafe behavior trend

• Pokemon Go

• Acts of incivilityBehavior

• EOC structure

• Facilities and logistic

• Coordination with Public agencies

• Training, exercises, drills

• Communication

• Brand image, medias management

• HR issues

• Operations management

• Customers relationship

• Recovery plan

• Rescue protocol

• Coordination with public agencies

• Evacuation, sheltering

undercovering

• Staff preparedness

• Logistic

• Systems and chain of notification

• Duties

• Lead time and priorities

NOTIFICATION AND DUTIES

RESCUE PROTECT

EOC

ACTIVATION

ISSUES MANAGEMENT

Emergency response Plan

Emergency Operations Center (EOC) Activation

• Prepared EOC rooms with backup

• System of communication , notification

• Important to establish contact and coordination with authorities, EOC

• Important that Park maintain a certain autonomy to manage action (eg. evacuation)

• Exercises together

• Organization, chain of command

• Predefined list of contacts

• Define strategic and operational teams

• Crisis are rare, so staff are not prepared to such event

• Exercises have to be planned and to be realistic

• With situation of crisis in the crisis

TRAINING EXERCICE DRILLS

EOC

STRUCTURE

FACILITIES

AND LOGISTIC

COORDINATION WITH

PUBLIC AGENCIES

Massive Evacuations and undercover

•Evacuations SOP

•Understanding of the process

•Training

•Exercises

•Capacity to adapt to different situations

•Management/duties capability to lead

•Knowledge of the site, property

• Company’s Chain of command

• Coordination with authorities

•Evacuations pathways

•Identification of locations for undercover, secure these locations

•Keys, locking device

•CCTV

•Balisage

•Lighting

•Cross traffic with emergency vehicles

•Messages public address

•Design process for :

•Normal evacuation :from where we come from

•Alternative evacuation paths: in case of ……

•Taking in consideration different profile of persons to evacuate

•Day or night

•How to secure and protect according to location of event or threat

Process Assets

OperationsChain of

command

Business continuity plan (BCP)(Good practices developed in the ISO22399)

• Mobilize Leaders and staff

• Communication to stakeholders

• Integration of necessary resources, backup

• Check, evaluate implementation plan

• Leader’s review

• Lessons learned of events occurred

• Evaluate adaptation of BCP

• Maintain training and preparedness

• How to limit impacts

• What are the necessary resources

• Coordination with Authorities

• Build and document BCP

• What is our business

• Sources of revenues breakdown

• Impact analysis, Event/revenue

• Hierarchy of risks Business Impact Analysis(BIA) EVALUATION

DESIGN BCP

IMPLEMENTATIONMAINTAIN AND

ADAPT

Business continuity plan (BCP)(Good practices developed in the ISO22399

•Mobilize Leaders and staff

•Communication to stakeholders

•Integration of necessary resources, backup

•Check, evaluate implementation plan

•Leader’s review

•Lessons learned of events occurred

•Evaluate adaptation of BCP

•Maintain training and preparedness

•How to limit impacts

•What are the necessary resources

•Coordination with Authorities

•Build and document BCP

•What is our business

•Sources of revenues breakdown

•Impact analysis, Event/revenue

•Hierarchy of risksBusiness Impact

Analysis(BIA) EVALUATION

DESIGN BCP

IMPLEMENTATIONMAINTAIN AND

ADAPT