Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and
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Crisis Management and Emergency
Planning
WHAT IF?
What If – You
had to deal
with a flood ?
What If - today you
have 10,000
people on property
and the local utility
company has a
sewer issue that
backs up at your
facility?
What if - you have
a hurricane
approaching your
area?
WHAT IF – YOU HAD AN ATTRACTION
ACCIDENT?
What If – your facility had a
serious attraction issue?.
What If - this was your
signature ride and someone
was seriously injured?
WHAT IF – THESE PEOPLE CAME TO VISIT?
WHAT IF – THESE PEOPLE CAME TO VISIT?
WHAT IF – THESE PEOPLE CAME TO VISIT?
WHO IS AFFECTED?
Every business has the potential to be a victim
This presentation is a broad brush for all of the types of
businesses.
THINKING AHEAD – BE PROACTIVE
Build an emergency plan that addresses most emergency
situations.
Be Prepared
Build, Test, Exercise and Train your plan with your employees
Conduct Table Top exercises
Conduct Mock exercises
Review your plan annually
Update your plan
Update your resource list
THINKING AHEAD – BE PROACTIVE
WHEN BUILDING YOUR PLAN BEGIN WITH THE END
IN MIND!
The END is getting everything back like it was:
Taking care of the injured
Taking care of your personnel
Restoring your business
The END is also being able to defend your actions to:
Your Customers
Your Employees
The Media (Local, State, National, International)
The Plaintiffs Attorney and The Jury
And walk away with your business still intact!
COMPONENTS OF AN EMERGENCY PLAN Identify Issues and the Resources you will need
Incident Evaluation(s)
Establish who is responsible for specific tasks
Communications – How will you communicate
Command Structure, Command Post, and Emergency Operations Centers (EOC)
Identify secondary locations for all, in case primary are not available.
Training and Maintenance of the Plan
Warning methods
Shelter Plans
Evacuation Plans
Equipment Needs
Recovery
Mitigation
Litigation
ISSUES FOR CONCERN Bomb Threats/Bombs Fire: Structure, Vehicle, Chemical, Ride Floods: Large Full Scale Flooding, Localized, Water Breaks on Property, Sewer Breaks Ride Accidents: Serious Injuries, Broken Bones, Waterborne Illnesses, Drowning, Death, etc. Chemical Spills: Localized or Wide Spread (Chlorine, Ash Spills, Fuel, etc.) Electrical Shock: Grounding Issues, Wiring Issues, Junction Boxes Lightning Strike: Multiple deaths or injuries as a result of lightning strikes Crime: Active Shooter, Hostage Situation, Child Abduction, Robbery, Homicide, Suicide, Civil
Disturbance, Kidnapping, Arson, Sexual Harassment/Assault, etc. Accidents: Major Vehicle Accident, Plane Crash, Helicopter Crash, etc. Structural Failure: Overs and Unders (Bridges/Tunnels) could fail and collapse. Attraction Weather Related Issues: Tornados, Hurricanes, Thunderstorms, Snow, Ice, etc. Utility Issues: Power Failure, Utility Break, No Water Earthquakes: Major, Minor, Tremor Equipment Failure Food Borne Illnesses Communicable Diseases Death Unrelated to Your Business Wild Animal Employee on the Job Accident Employee Arrest Financial Crisis / Layoffs Workplace Violence Technological Failures Security: Crowd Control, Lost Children, etc.
ACTUAL INCIDENT EVALUATION
Type of Incident, how could it affect your business?
What happens if there are injuries?
What are your plans if a employee/guest is killed?
What is the SCOPE of the situation? How much can the
situation escalate???
What is the Best/Worst Case Scenario?
Will it spread? Is it confined to one area?
How many people adjacent to the business are or could be
affected?
What about your Neighbors?
What resources will you need with this type of incident?
RESOURCES
Fire Department
Law Enforcement Agencies
Emergency Management Agency
Emergency Medical Services
Utility Districts
Hotels, Food Venues, Medical Facilities, Transportation
Construction Companies (Heavy Equipment)
Specialized Cleaning and Recovery Businesses
Management (Local and Corporate)
Other Like Business
Affiliated Associations and their Members
Counselors
Clergy
Etc.
WHO IS RESPONSIBLE DURING AN
EMERGENCY?
For the overall operation? Long Term….. If that person is not available, what is your succession plan?
For writing and maintaining the plan? For the facilities (money, cash offices, buildings, etc)? For handling the media?
Public Information Officer Affiliated Associations
For notification(s)? Employee Guest Death Messages – Who tells the Employee’s Family?
For Care of the injured? For notifying and getting the proper resources?
COMMUNICATIONS
In the event of a disaster how will you?
Communicate internally (your specific team, management, corporate)?
Communicate with your guests?
Bull horn, PA System, Phone, Text Messaging, Email, Radio, Local
Informational Radio, etc.
Communicate with your employees/team?
Bull horn, PA System, Phone, Text Messaging, Email, Radio, Local
Informational Radio, etc.
Communicate with your Command Post and EOC?
Communicate with your FD/PD/EMS/EMA?
Communicate with the media
Public Information Office - PIO
IAAPA.ORG – Crisis Communications Guide Template
COMMAND STRUCTURE – WHO WILL BE IN
CHARGE?
If you have a fire, chemical spill, hazard material
situation?
If you have a ride accident?
If you have a crime on park?
Robbery, Kidnapping, etc.
If you have a Bomb on park?
If you have a Helicopter Crash?
If you establish a command post?
If you establish an EOC?
Etc.
TRAINING AND MAINTENANCE OF THE PLAN
The plan must be maintained
Kept current
The employees must be trained on the plan and how it works
The plan must be exercised.
Table Top Exercises
Fire
Police
Emergency Medical Services
Emergency Management
State Bureau of Investigation
Federal Bureau of Investigation
Mock Exercises Conducted
WARNING METHODS
How will you warn?
Your Guests?
Your Employees?
External Citizens?
FD/PD/EMS/EMA if they are driving into an area that is not
safe.
What is the chemical that has spilled and vapors are coming off of it?
EVACUATION PLANS
How will you evacuate your guests off your property or out
of buildings?
Which gates / doors do you send them out of?
Are you going to send guests into the path of the in-coming
FD/PD/EMS/EMA?
Are you going to keep them on the property and put them in
buildings/theaters, etc.?
RECOVERY – BEING PROACTIVE
Resources needed – What will be needed?
Personnel needed – How many people will it take?
Overtime costs – What is this going to cost in labor
hours?
Is this part of a bigger disaster?
Legal Issues – Who do I have to report this to?
Lawsuits – How many civil and/or “criminal” cases could
come out of this incident?
What do we need to change in our plan?
RECOVERY
Have you notified the insurance company, inspectors,
OSHA, fire marshal, legal, etc.?
Insurance does not cover everything
Are you under insured?
Where is your exposure?
How will you recover, rebuild, re-employ, repair, replace?
How will you restore the affected area to its previous state?
Do you have enough “$” Reserves to last you until you can
recover?
PUBLIC INFORMATION
Check your plans to inform pubic and manage the media
Designate a Public Information Officer (PIO)
Who speaks on behalf of the business?
Evaluate media capabilities – can they see or get to the
incident easily?
Establish a media information center
Establish news media updates and access policy
Channel all media releases through the PIO and CEO (Use
PIO for bad news and CEO to deliver good news at the end)
MITIGATION – HOW WILL YOU ADDRESS?
Restoring the business
Generating positive public relations for your business
Civil Litigation?
Guests
Employees
Adjacent businesses
Government
Criminal Charges if applicable?
Family Issues?
Future Medical Issues?
Sample Forms
Crisis Management Checklist Action Person Responsible Document Section
Initial Crisis Identified
Notify Crisis Communications Team and
Assign Roles
Crisis Communications
Team Leader Crisis Communication Team Contact List 3.1
Gather Initial Facts and Information Spokesperson Fact Finding Form 3.6
Notify Senior Management/Corporate
Office Contact List and Additional
Emergency Notification Contact List (As
Needed)
Crisis Communications
Team Leader
Senior Management/Corporate Office Contact List
Additional Emergency Notifications Contact List
3.2
3.3
Contact First Aid and Local Police, Fire,
Emergency Personnel
Crisis Communications
Team
Set Up Liaison with Police, Fire, Medical
Personnel, Hospitals, Government
Agencies, etc. Public Safety Officer
Tell Switchboard/Phone Center Personnel
at all Appropriate Locations How to Handle
Inquiries and to Whom to Forward Press
Inquiries and Calls from Family Members
Crisis Communications
Team Leader
Receptionist Protocol
Press Inquiry Log
General Public Inquiry Log
4.9
3.4
3.5
Remind Employees to Refer All Inquiries
to Spokesperson Human Resources Officer
FACT FINDING FORM Have emergency services been called?
What happened?
What time did it happen?
Where did it happen?
How many guests are involved?
How many employees are involved?
How many guests or employees are injured or dead?
Where are the injured now?
What is the extent of the injuries?
What attraction or exhibit was involved?
What year was the attraction or exhibit built?
Who manufactured the attraction?
When was the attraction or exhibit last inspected?
Who last inspected the attraction or exhibit?
Do you own any other of the same or similar attractions?
How was the accident caused?
Who has been called to investigate?
How many accidents have occurred on this ride?
What is being done now and will be done in the future to fix this problem?
Who was first on the scene?
Were there any witnesses?
How did employees respond to the situation?
How many guests were in attendance at your facility when the event happened?
How many guests were inconvenienced or evacuated?
What are your security measures or standard operating procedures for dealing
with a situation like this?
What was damaged?
What is the estimated cost of the damage?
How many people have safely experienced this attraction or your facility
before?
How has this affected the rest of the facility?
Was anyone stranded or trapped?
Has anything like this ever happened before?
What are you doing for those involved?
Has this attraction/exhibit or one like it been in the news in the past?
How fast were you able to provide comfort/care for those involved?
What caused this to happen?
Are there any details of this event that need to be communicated to the public?
SAMPLE CONSIDERATION
QUESTIONS FOR INCIDENTS Considerations for a Food-Borne Illness
Although food and beverage employees follow strict food safety procedures on a
routine basis, as a spokesperson you should be prepared at all times to handle
communications regarding a possible food or drinking-water-related illness at
your facility. Here are some general procedures to guide the work of the Crisis
Communications Team:
•Emergency and known details are reported to the Crisis Communications Team
Leader, who immediately begins the notification process.
•Crisis Communications Team Leader informs spokesperson of all known details.
•Spokesperson prepares press statements with sanctioned and verified
information in anticipation of press inquiries.
•Social Media Officer posts your official statement directly to your social media
sites or provides links to the information.
•Rely on food officials, plumbing experts, and medical professionals to give the
first report to the Crisis Communications Team Leader that details information
such as the type and extent of the incident.
•Monitor press coverage and social media sites for inaccurate information.
CONSIDERATION QUESTIONS Following are questions for the spokesperson to be prepared to answer or to direct to the appropriate expert:
•How were you alerted to this problem?
•How many guests/employees may be involved?
•When were you alerted to the potential problem?
•Where did the incident occur?
•What procedures are in place to prevent this? Temperature charts? Hot and cold holding charts? Warehouse receiving log
book? Café receiving log book? Training on safe food handling?
•Are your food employees certified? If so, by whom?
•Where was the food prepared?
•When was it prepared? How long was it held before serving?
•Who is the distributor of product involved?
•Was medical treatment needed? Provided? If so, by whom?
•Have the local health authorities been contacted?
•Has there been any threat of legal action?
•Has anything like this ever happened before?
•Do those involved have any known food allergies?
•Are there people with similar symptoms from same household? Where have they eaten the 72 hours prior to the onset of
illness?
•Has the food product been handled properly from receiving to serving?
•Was the food product prepared properly?
•How often is your drinking water tested?
•Where does your drinking water come from?
Continuously get updated information from the Crisis Communications Team Leader, food and beverage personnel,
emergency medical personnel, facility maintenance, and local authorities/agencies involved in the event. Update or revise
statements as needed. Be sure to coordinate your press statements with those of local authorities. Have your legal counsel
review your statement before you release it. If necessary, distribute facts to press via fax, phone, e-mail, and/or in person.
Post your official statement directly to your social media sites or provide links to the information.
The End
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