EMERGENCY EVACUATION PLAN MANUAL 4

Transcription

1 EMERGENCY EVACUATION PLAN MANUAL 4 Date planning started: Date plan fully implemented: Date plan reviewed: Date plan reviewed: Date plan reviewed: Date of fire drill: (Don t forget Record of Training Tab 16) Date of fire drill: (Don t forget Record of Training Tab 16) Date of fire drill: (Don t forget Record of Training Tab 16) Disclaimer This information has been provided by the Real Estate Employers Federation of South Australia and the Northern Territory (REEF) by providing education, assistance and guidance (but not legal advice). This information is not provided for any other purpose. While REEF makes every effort to ensure the accuracy of the information provided, the accuracy may be affected by changes to Commonwealth, State or Territory law and policy, or by judicial consideration or interpretation. REEF does not give any guarantee, undertaking or warranty whatsoever in relation to the information, including in relation to the accuracy, completeness, currency or the interpretation of any legislation or code of practice or a court of the information. By agreeing to use this information, the user agrees: To indemnify and hold harmless REEF from and against any loss or liability suffered by a user or a third party, arising out of the provision of the information, howsoever caused, including due to the negligence of the REEF Real Estate Employers Federation SA/NT (REEF SA/NT). All rights reserved. No material in this document may be reproduced or copied in any form without the prior written permission of REEF SA/NT, except for a Member s own use. Page 1 of 46

2 INSERT EMERGENCY CONTACT NUMBERS FIRE AMBULANCE POLICE HOSPITAL GAS ELECTRICITY WATER POISONS [other - list] [other - list] [other - list] Page 2 of 46

3 CONTENTS Disclaimer...1 INSERT EMERGENCY CONTACT NUMBERS... 2 CHECKLIST FOR EMERGENCY PROCEDURES... 5 TEMPLATE Emergency Procedures Checklist - Manual 2 Tab LIST LOCATION AND TYPE OF PROPERTY... 6 INTRODUCTION... 7 Code of Practice...7 PCBU responsible for plan...7 Workers responsibility...7 A person is a worker if...7 This plan is a working document...7 Circulate plan...7 Consultation...8 IDENTIFY POTENTIAL EMERGENCY HAZARDS... 9 APPOINT A FIRE WARDEN/S APPOINT A FIRST AID OFFICER/S CREATE A SITE MAP Emergency Plan Software...13 WARNING PROCEDURE DO YOU KNOW WHO IS IN THE BUILDING? Person register...15 TRAINING Training for Fire Wardens, fire extinguishers and evacuation drills...16 First Aid Officer...17 Training/briefing for workers...18 EVACUATION DRILLS APPENDIX A CHECKLIST FOR WORKER TRAINING/BRIEFING FOR EMERGENCIES APPENDIX B RECORD FOR WORKER TRAINING/ BRIEFING FOR EMERGENCIES APPENDIX C TRAINING/BRIEFING NOTES ON WHAT TO DO IN AN EMERGENCY Be prepared...24 People with disabilities...24 Page 3 of 46

4 Fire alarms...24 Emergency response...25 Medical emergencies...25 Hazardous material incidents...26 Gas leaks...26 Phone threats...27 Unattended bags or other suspicious items...27 Emergency lockdown...27 Personal safety...28 Personal threats...28 Suspicious behaviour...29 APPENDIX D FURTHER SUGGESTIONS FOR TRAINING/BRIEFING FOR SPECIFIC INCIDENTS Armed Robbery...30 Aggressive customers...32 Personal Safety...34 Business security and safety...36 Bomb threat checklist...37 Armed robbery description checklist...39 FACT SHEET EMERGENCY PLANS...40 Duty to prepare an emergency plan...40 What is an emergency plan?...40 What types of emergencies should be covered?...40 Level of detail relevant factors to be considered...41 Examples of inclusions in an emergency plan...41 Additional requirements for higher-risk workplaces...41 Access to the emergency plan...42 Training in emergency procedures...42 Shared workplaces...42 Implementing emergency plans...43 Reviewing emergency plans...43 Further information...43 Page 4 of 46

5 CHECKLIST FOR EMERGENCY PROCEDURES TEMPLATE Emergency Procedures Checklist - Manual 2 Tab 36 Page 5 of 46

6 LIST LOCATION AND TYPE OF PROPERTY You must do an emergency plan for each separate site LOCATION OF PROPERTY HOW MANY FLOORS IF NOT JUST ONE BUILDING ON THE SAME SITE USED BY PERSON CONDUCTING THE BUSINESS THEN HOW MANY BUILDINGS ARE THERE APPROXIMATE FLOOR SPACE APPROXIMATE NUMBER OF ROOMS IF THERE IS A CAR PARK/YARD APPROXIMATE GROUND SPACE PRINCIPAL OUTSIDE BUILDING MATERIAL WALLS/ROOF PRINCIPAL INSIDE BUILDING MATERIAL WALLS/CEILINGS ANY KNOWN ASBESTOS IS THE PROPERTY STAND ALONE; PART OF A SHOPPING COMPLEX; PART OF A ROW OF SHOPS ETC - EXPLAIN ANY NEIGHBOURING HAZARD BUSINESS OR UNDERTAKING E.G. CHEMICAL PLANT ACROSS THE ROAD GAS STORAGE NEXT DOOR Page 6 of 46

7 INTRODUCTION Code of Practice Read item 5, EMERGENCY PLANS, in the Code of Practice, Managing the Work Environment and Facilities PCBU responsible for plan The person conducting the business or undertaking (PCBU) is responsible for this emergency plan. Many headings in this emergency plan are instructional and are referring to the PCBU to take action. Workers responsibility A worker must: (a) (b) (c) (d) take reasonable care of their health and safety during an emergency or evacuation take reasonable care not to adversely affect the health and safety of other persons during an emergency or evacuation comply with reasonable instructions during an emergency or evacuation co-operate with emergency or evacuation policies and procedures of which they have been notified. Other persons must comply with (a), (b) & (c) of a worker above. A person is a worker if the person carries out work in any capacity for a person conducting a business or undertaking, including work as (a) an employee; or (b) a contractor or subcontractor; or (c) an employee of a contractor or subcontractor; or (d) an employee of a labour hire company who has been assigned to work in the person's business or undertaking; or (e) an outworker; or (f) an apprentice or trainee; or (g) a student gaining work experience; or (h) a volunteer; or (i) a person of a prescribed class. (j) The person conducting the business or undertaking is also a worker if the person is an individual who carries out work in that business or undertaking. This plan is a working document This plan is a working document and as such also contains instructions to the PCBU and workers. When an activity like training is called for the PCBU and workers will continue to implement this emergency plan while the training is being carried out. Circulate plan It would be best practice to circulate this completed and implemented plan to each worker whether in hard or soft copy. Amended pages would also be circulated to all workers. Page 7 of 46

8 Consultation The PCBU must implement this plan in consultation with its workers. For a small real estate office this consultation should achieved relatively easy. For a large real estate office the PCBU may think about consulting workers on having an Emergency Planning Committee. Page 8 of 46

9 IDENTIFY POTENTIAL EMERGENCY HAZARDS The following are the identified emergency hazards that may arise. This plan will then address control measures for the risks that may arise from the hazard. or the potential emergency hazards that may arise in the workplace FIRE MEDICAL EXPLOSION SUDDEN ASBESTOS EXPOSURE WEATHER/FLOOD HAZARD FROM NEIGHBOURING PREMISES [list] BOMB THREAT EARTHQUAKE CHEMICAL/GAS SPILL/LEAK VIOLENCE/ARMED HOLDUP POWER/WATER FAILURE [other list] Once you have identified emergency hazards you must then identify any risks to health & safety associated with the hazard; assess those risks; and put measures in place to control those risks. Appendices A, B, C & D will assist you in identifying, assessing and controlling emergency hazards/risks. For more on identifying, assessing and controlling risks you did this under Chapter 4 in the workbook (manual 1). A significant part of controlling emergency risks will be TRAINING of workers. Read item 5, EMERGENCY PLANS, in the Code of Practice, Managing the Work Environment and Facilities Page 9 of 46

10 APPOINT A FIRE WARDEN/S Chief Fire Warden White Helmet Name of fire warden Contact phone number: Warden Red Helmet Name of fire warden Contact phone number: Floor Warden/s if more than the ground floor Yellow Helmet Name of fire warden Contact phone number: Notes: 1. A real estate office should have at least one appointed trained fire warden. The number of fire wardens will depend on the size of the business in relation to the number of workers, the layout of the building and the number of floors. The question the PCBU should ask itself is What happens if an emergency evacuation must take place and the only trained fire warden is on leave? This would suggest at least 2 trained fire wardens. 2. The PCUB will arrange the training of the fire wardens. 3. All workers, managers, visitors and the PCUB are to obey the instructions of a fire warden during an emergency. 4. A chief fire warden will have the overall authority. 5. When a fire warden changes to another person this page will be updated and circulated to workers. SUMMARY Fire Warden/s appointed YES NO Fire Warden/s trained YES NO If the answer is NO because it is still being arranged, still continue with the implementation of this plan. See TRAINING under this plan Contents (Hyperlinked) for training providers. Page 10 of 46

11 APPOINT A FIRST AID OFFICER/S First Aid Officer Green Helmet Name of first aid officer Contact phone number: First Aid Officer Green Helmet Name of first aid officer Contact phone number: NOTES: 1. A real estate office should have at least one appointed trained first aid officer. The PCUB will arrange the training. 2. The number of first aid officers will depend on the size of the business in relation to the number of workers and the layout of the building. The question the PCBU should ask itself is What happens if a medical emergency arises and the only trained first aid officer is on leave? This would suggest at least 2 trained first aid officers. 3. When a first aid officer changes this page will be updated and the relevant page circulated to workers. SUMMARY First Aid Officer/s appointed YES NO First Aid Officer/s trained YES NO If the answer is NO because it is still being arranged, still continue with the implementation of this plan. See TRAINING under this plan Contents (Hyperlinked) for training providers. To ensure first aid is competently implemented read the Code of Practice, FIRST AID IN THE WORKPLACE. Page 11 of 46

12 CREATE A SITE MAP A coloured coordinated site map must be created which includes the following features: 1. Basic layout of property including walls and doors. 2. The starting point - You are here 3. Location of North. 4. Exit points. 5. Assembly area/s. 6. Location of fire extinguishers and hoses. 7. Location of first aid kits. 8. Any other important element. Display the maps in high traffic areas remember to have a unique You are here element according to where the map is displayed. Orient the map if you can e.g. if the map is on the north wall and as you face the map, it shows the exit off to your left whereas physically the exit is off to your right but if you put the map on the south wall it will show the exit off to the right and also physically the exit is off to your right. The easiest way to create an evacuation map is to use simple pen and paper. If you do this, use finetipped markers for the coloured elements. You can also use the drawing tools in a program like Microsoft Word or a drawing program like Photoshop. An ordinary picture frame will do for displaying your maps, and you can get frameless picture frames at any stationary store that look clean and professional. Here s a sample evacuation map Page 12 of 46

13 Emergency Plan Software If you want professional help the following are 2 sites that offer emergency plan software. For more Google Emergency plan evacuation. In addition for a real estate office your floor plan supplier may be able to be of assistance. Download Our Emergency Plan Software FREE! da Page 13 of 46

14 WARNING PROCEDURE What type of warning procedure do you have in place or propose to have in place if you do not have one, in the event that an emergency evacuation is required? Siren/bell Someone shouting, Fire, fire! Propose to have which will be in place by (date) [other list] You may need to consider that someone may be deaf. You should also consider the warning procedure in the event of a power failure if your warning device is run by electricity. Page 14 of 46

15 DO YOU KNOW WHO IS IN THE BUILDING? If there is an emergency evacuation all heads must be accounted for. If there is no formal system of head count in place then every effort, without danger to self, must be made to check all rooms, toilets etc when there is an emergency evacuation. Consideration must be made in advance of any person with a disability and how they might be evacuated. Person register What type of register do you have in place to account for everyone on site? For employees we have an In/Out board and for the public we have a visitors register We do not need one because the office is quite compact and it is easy to see or check if everyone is out of the office [other list] Whatever your system, the PCBU must be able to demonstrate that during an emergency evacuation someone cannot be accounted for. Page 15 of 46

16 TRAINING Training of wardens, first aiders and workers is an essential element of responding to an emergency. The PCBU should arrange suitable training in consultation with workers, or if one, the Emergency Planning Committee. Training for Fire Wardens, fire extinguishers and evacuation drills Fire Wardens must be trained. For Adelaide, the following are just 2 companies that do the training. You can also use these companies to help you with fire extinguisher training and evacuation drills for your workers. For other areas check your local Yellow Pages. Combined Fire Systems: Address: Postage address: PO Box 92 Dry Creek, 5094 South Australia Phone: Fax: The Corner of 100 Levels Road and Sharp Court Mawson Lakes, 5095 South Australia Page 16 of 46

17 Contact Us Phone: Fax: ABN Address: 40 Ballantyne Street Thebarton SA. PO BOX 762 North Adelaide SA First Aid Officer Your first aid officer/s must be trained. The following are just 2 organisations that do first aid training. Red Cross House Wakefield Street Adelaide SA 5000 Mail GPO Box 2265 Adelaide SA 5001 Phone Fax Page 17 of 46

18 Training/briefing for workers Training/briefing of workers in the time of an emergency is crucial to the emergency plan. Workers must be trained/briefed what to do and how to do it during the time of an emergency. To a ssist the PCBU with the training/briefing needs for workers the following appendices are provided. Training/briefing must be kept current. APPENDIX A CHECKLIST FOR TRAINING/BRIEFING Use the checklist in Appendix A to indicate the level of training/briefing undertaken or required for emergencies for workers remember fire is but one possible emergency The checklist in Appendix A should be used at least twice a year so training/briefing remains current APPENDIX B RECORD OF TRAINING/BRIEFING Use Appendix B to record emergency training/briefing Every time there is worker emergency training/briefing it should be recorded using Appendix B. APPENDIX C USED AS A BASIS FOR TRAINING/BRIEFING SUGGESTIONS Use Appendix C, WHAT TO DO IN AN EMERGENCY as a basis for training/briefing for the hazards as outlined in Appendix A Page 18 of 46

19 APPENDIX D FURTHER SUGGESTIONS FOR TRAINING/BRIEFING FOR SPECIFIC INCIDENTS Use Appendix D as a basis for additional training/briefing for the hazards of: ARMED ROBBERY AGGRESSIVE CUSTOMERS PERSONAL SAFETY BOMB THREAT CHECKLIST ARMED ROBBERY DESCRIPTION CHECKLIST Page 19 of 46

20 EVACUATION DRILLS When you have finalised the following: Fire warden training First aid officer training Fire extinguisher training Evacuation site maps posted Everyone knows the warning procedure; location of fire extinguishers, exits and assembly points then you should be ready for an evacuation drill. For your first drill you may want help. Your training provider for fire wards and fire extinguishers will be able to help with your first drill. You should conduct a drill at least once a year more regularly if there has been staff turn over. Page 20 of 46

21 APPENDIX A CHECKLIST FOR WORKER TRAINING/BRIEFING FOR EMERGENCIES YES or NO NATURE OF EMERGENCY TRAINING/BRIEFING IF NO INSERT DATE OF NEXT TRAINING SESSION TO BE HELD WHICH WILL BE EVIDENCED BY THE COMPLETION OF APPENDIX B RECORD OF TRAINING New workers inducted with Appendix A training Fire Warden/s appointed and trained First Aid Officer/s appointed and trained All workers familiar with alarm system that triggers evacuation All workers know who the fire warden/s is All workers know who the first aider/s is and the location of first aid kits All workers know the site map and locations of exits, fire extinguishes All workers know the location of the assembly point/s All workers have been trained in the use of fire extinguishers All workers have been through an emergency fire drill with perhaps the exception of a new worker who has had the procedure explained Page 21 of 46

22 There is an emergency fire drill at least once a year All workers have been briefed on what to do in the event of a bomb threat All workers have been briefed what to do in relation to a person with a disability All workers have been briefed what to do for a personal threat in relation to an abusive phone call; armed hold up; or a violent or aggressive person All workers have been briefed on what to do in the event of a gas leak All workers have been briefed on what to do if there is a medical emergency If relevant all workers have been briefed on what to do if there is a hazardous material incident All workers have been briefed on what to do if there is an unattended suspicious bag or item All workers have been briefed that counselling is available for workers who experience an emergency Page 22 of 46

23 APPENDIX B RECORD FOR WORKER TRAINING/ BRIEFING FOR EMERGENCIES DATE SUBJECT/DESCRIPTION TRAINER DURATION TRAINEES NAME SIGNATURE Page 23 of 46

24 APPENDIX C TRAINING/BRIEFING NOTES ON WHAT TO DO IN AN EMERGENCY The following notes are for training/briefing/instructional purposes for emergencies. Emergencies can occur at any time, and can arise from a number of causes including fire, medical emergencies, chemical spills, gas leaks, bomb threats and physical threats. The first priority in any emergency situation is the safety of all people who may be in danger. Be prepared The key to successful emergency response is being prepared. To ensure that you are prepared, discuss your local emergency procedures with your supervisor. Make sure that you are familiar with: The alarm tones in your building/s. The closest emergency exits. The assembly areas for your building/s. Local emergency personnel Fire Wardens and First Aid Officers. Any specific emergency procedures that relate to your work or work area (eg. chemical spills, emergency machinery shutdown, armed intruders). People with disabilities It is not unusual for there to be people with disabilities. People with physical disabilities may have difficulty moving quickly or using stairs. People who are deaf or who have a partial hearing impairment may have difficulty in hearing emergency alarm signals and announcements. People who are blind or who have a visual impairment may have difficulty in finding and negotiating the emergency exit routes. Nevertheless, some people who do have a disability may not require assistance. If you expect to have difficulties during an emergency or evacuation please discuss this with your Supervisor(s) and the Fire Warden. The supervisor(s) together with the Chief Warden will be able to privately discuss with you the emergency procedures for the building and modify these (if necessary) to accommodate your needs. Fire alarms Following is a summary of the general response to an alarm activation: EVACUATE THE BUILDING Page 24 of 46

25 1. Check for any sign of immediate danger 2. Shut down equipment and processes 3. Follow the EXIT signs 4. Escort visitors and those who require assistance 5. Do not use lifts 6. Proceed to assembly area Do not enter a building while an alarm is sounding, or re-enter an evacuated building until the "all clear" has been announced by emergency personnel or the attending Emergency Services. Emergency response Not all emergencies will commence with an alarm activation. Following is a summary of the general emergency response procedures: 1. Warn anyone in immediate danger 2. Fight the fire or contain the emergency, if safe and trained to do so If necessary Close the door, if safe to do so 2. Activate the 'Break Glass' Alarm 3. Evacuate via your closest safe EXIT 4. Report the emergency and your local Security Service (see Emergency Contact Numbers) All workers are responsible for the safe and efficient evacuation of visitors. Following an evacuation, each worker should account for any visitors and report missing persons to the Chief Warden or the attending Emergency Services. Medical emergencies If a person is seriously injured or ill, call an ambulance immediately on Be ready to provide the following details: your name, location, number of people involved, and details of the medical emergency. First Aid Where a local first aid officer is not available, call your local emergency number to arrange for First Aid assistance. Page 25 of 46

26 Hazardous material incidents Hazardous materials include chemicals, biological & radioactive substances in solid, liquid or gaseous form. Workers are required to plan for plausible emergencies including the need to stop a process quickly (emergency shutdown) or respond to an uncontrolled release or spill of the material being used. Below are some general guidelines to follow in response to the release or spill of a hazardous material. 1. Control the source of release or contain the spill - if safe and if trained to do so. 2. Evacuate and secure the immediate area. 3. Identify the people involved in the incident and notify the relevant supervisor. 4. Assess whether the incident can be managed internally or whether external assistance is required. If the incident can be managed internally... Ensure that two trained workers are allocated to manage the cleanup. Use appropriate Personal Protective Equipment. Control the source of the release. Absorb any free liquids, collect any solids, and/or ventilate the area. Package and dispose of spill residues as hazardous waste. Decontaminate the affected area and equipment using an appropriate material. Report the incident using myhronline If external assistance is required... Report the incident to the Fire Brigade. Ensure that those involved in the incident and the relevant supervisor are available to assist the Emergency Services. Gas leaks A significant gas leak associated with an equipment failure or damage to a high pressure gas line may have impact on the safety of the community. Natural gas is odourless in its pure form, but an odorant is added to facilitate the detection of gas leaks. Natural gas will quickly dissipate in naturally ventilated external areas and pose a limited risk of fire or explosion. Despite this, whenever you can smell gas in an external area: Do NOT smoke Do NOT introduce any other ignition sources (eg. naked flame, sparking devices, electrical equipment) Page 26 of 46

27 Do NOT use a mobile phone in the immediate area Report the incident to the fire warden If gas is detected inside a building or other sheltered and poorly ventilated space.. 1. Turn off gas supply - if safe to do so 2. Evacuate to a well ventilated area 3. If evacuation of the whole building is considered necessary, activate the alarm 4. Report the incident to the fire warden Phone threats Bomb threats are usually received as a telephone call. The person who receives the threat should: 1. Remain Calm. 2. Do not disconnect the call. 3. Use the Bomb Threat Checklist to record as much information as possible. 4. Notify your local Security Service (see Emergency Contact Numbers) or the Police without delay. 5. Notify your supervisor. The threat will be assessed by the Police. Unattended bags or other suspicious items If you see an unattended bag or other item that looks unusual or suspicious: Do not disturb the item. Move away. Report it. Security will assess the situation. Emergency lockdown Building emergency procedures are traditionally focused on the safe evacuation of workers and visitors. This is an appropriate response to most emergency situations (eg. fire, gas leak, internal release of hazardous materials), but in some situations it may actually be safer to stay inside the building. An emergency lockdown will be implemented when necessary to ensure that the occupants are protected from an external threat, including but not limited to, violent incidents, civil disturbance or severe storms. Page 27 of 46

28 You will be notified of an emergency lockdown by the attending Emergency Services personnel or your Chief Warden. In the event of an emergency lockdown: Follow the instruction from Emergency Services personnel or Emergency Wardens Stay away from exposed windows If possible, maintain phone and access If possible, maintain contact with your colleagues. Personal safety If you feel threatened or afraid for any reason: 1. Go to a busy place or attract the attention of other people in the area. 2. Contact the Police. Tips to keep you safe Be alert and walk purposefully. Confidence deters attackers. Avoid poorly lit or isolated areas. Use Preferred Pedestrian Routes. Where possible walk with a friend, form a group or stay with a crowd. Report any suspicious behaviour to the Police. Personal threats Personal threats can include verbal abuse over the phone, confrontations with a person, armed hold-up or even assault. An incident can vary greatly dependant on the circumstances. Below is some general guidance: Abusive Phone Call 1. Hang up 2. Report the incident to your Supervisor. Aggressive or potentially violent person 1. Try to remain calm 2. Alert your supervisor or someone nearby 3. Be assertive, but polite 4. Attempt to de-escalate the situation 5. Report to your supervisor - if safe to do so If you witness a confrontation like this involving other staff or students and believe that intervention is required report the incident to your supervisor immediately. Page 28 of 46

29 Armed Hold-up or Intruder/s 1. Try to remain calm 2. Cooperate with the intruder/s 3. Observe as much as possible, but do NOT stare at the intruder/s 4. Report the incident to the police - as soon as it is safe to do so Suspicious behaviour Normal behaviour will vary dependant on the individual and the situation. Therefore, all workers are encouraged to: Become familiar with your work/study environment, colleagues and fellow students. Politely challenge strangers by asking can I help you? Report any suspicious behaviour or circumstances to your supervisor or police without delay. Tips to keep you safe Do not challenge any person acting aggressively. Avoid confrontations with strangers (eg. if you receive an aggressive response to the standard challenge, withdraw from the situation and report it to Security without delay). Avoid situations where you may be isolated from assistance. Page 29 of 46

30 APPENDIX D FURTHER SUGGESTIONS FOR TRAINING/BRIEFING FOR SPECIFIC INCIDENTS Armed Robbery The South Australia Police State Crime Prevention Branch develops strategies to prevent crime and the fear of crime within the community. We work in partnership with the community to ensure that South Australia is a safe place to live, visit and conduct business. ARMED ROBBERY If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit Crime Prevention Tips Be alert to strangers or individuals who may be observing your business or who are asking questions about how your business runs. Ensure all back and side doors and windows are kept secure. Keep cash held at counters to a workable minimum. Encourage electronic methods of payment rather than cash. Ensure safes are securely fixed to a floor, wall or similar solid object. Consider the installation of additional security devices, such as duress alarms and CCTV. Make use of signage and stickers both inside and outside your business promoting security measures such as time delay locks, CCTV and no cash held on premises. Do not discuss cash holdings or movements of cash with people who do not need to know. Ensure staff are aware of security and armed robbery procedures and what to do in the case of such an event. During an Armed Robbery Try to remain calm, assess the situation, and do exactly as the offender says. Remember the number one priority is your safety, the safety of other staff and visitors. Activate alarm devices as soon as possible, but only if it is safe to do so. Speak only when spoken to as any conversation with the offender will prolong the incident. Page 30 of 46

31 Note the offender/s conversation including any indecent language, accent, nicknames or speech impediments. Unless otherwise ordered, continually watch offender/s making a mental note of their description especially scars, tattoos and any other prominent features and any weapons they may use. If there is more than one offender there is an increased likelihood they may be armed with some form of weapon. Look to see the direction of travel taken by the offender/s when they leave the premises if safe to do so. Look to see if a vehicle has been used and if there are any other occupants. Never take drastic action during the robbery and do not chase the offender. STAY CALM AND OBEY DON T BE A HERO Immediately telephone 000 -even if you have activated alarms. If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit Page 31 of 46

32 Aggressive customers The South Australia Police State Crime Prevention Branch develops strategies to prevent crime and the fear of crime within the community. We work in partnership with the community to ensure that South Australia is a safe place to live, visit and conduct business. AGGRESSIVE CUSTOMERS If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit In all instances of dealing with aggressive persons, the main priority is to ensure personal safety and the safety of others. Aggressive people can be unpredictable, so encourage staff to be cautious at all times. Assess the situation and remain calm. The early stages of any confrontation are always the most dangerous. If a staff member believes their safety or the safety of other people is at risk, then the police should be contacted immediately on Triple Zero. Do not react to the customer s bad behaviour in a similar manner. Do not take insults personally and keep a safe distance away from the aggressive person. Do not enter the person s physical space as this can escalate the situation. Use counter areas or display stands to create distance and space. Staff not involved in the incident should not become an audience, but they should discreetly monitor the situation for the safety of their colleague. Patience is usually the best strategy. This is best achieved by listening to the person and acknowledging their problems or situations so they can vent their frustration. Respond in a calm manner, reflecting back to the person that they have been heard and their situation is understood. Always stay respectful. Try to restore a sense of justice for the person. Explain what options are available and encourage them to try one of these If a person refuses to calm down and continues to be offensive or aggressive, politely ask the person to leave the premises. If they refuse, discontinue discussions with them and advise them the police are being contacted, then immediately call police. Call Triple Zero when there is an emergency, for example any situation where life or injury is threatened or any event that may cause danger to Page 32 of 46

33 people or property. Call for non-urgent police assistance, for example reporting a crime that has already happened. If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit Page 33 of 46

34 Personal Safety If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit The South Australia Police State Crime Prevention Branch develops strategies to prevent crime and the fear of crime within the community. We work in partnership with the community to ensure that South Australia is a safe place to live, visit and conduct business. PERSONAL SAFETY OUT AND ABOUT Be alert, walk confidently and keep to well-lit and populated areas. Walk against the flow of traffic and if possible, walk with another person. Let someone know where you are going and the time you will return. Carry a personal safety alarm or mobile phone. If you feel unsafe, head for a well-populated area. Be wary if someone in a car stops and asks you for directions. Keep a safe distance from the car. Be aware of your increased vulnerability when wearing personal headphones. ATM BANKING Do not use ATM s in isolated or dark locations. Do not let anyone see you enter your Personal Identification Number (PIN) Memorise your PIN. Do not write it down. If you feel unsafe at an ATM and you have already keyed in your details, press the CANCEL key and remove your card. Avoid withdrawing large amounts of money. If you lose your card, report it immediately to your Financial Institution. CELEBRATIONS Organise safe transport to and from the venue before going out. Stay with your friends and look after each other. Set a drinking limit for yourself and stick to it. Have a soft drink or water between alcoholic drinks. Say no when you have had enough to drink and don t let others top up your drink. Keep control of your drinks and always get your own. PUBLIC TRANSPORT Check timetables to limit waiting periods at transport stops. Page 34 of 46

35 Stand in well-lit areas near other people. Where possible sit with other passengers or close to the driver. Always keep a firm hold on your personal belongings. If the behaviour of someone is offensive or illegal, tell the driver and contact the police. If you are travelling alone at night, arrange to be met or collected at your stop. PERSONAL PROPERTY Keep your bag, wallet and mobile phone where you can see them at all times. Always keep your bag closed and secured. Carry your bag securely on the side furthest from the road. Never let the strap hang loosely. Shoulder strapped bags should be worn across your body. Secure bags in a shopping trolley using the child safety harness, or by placing food items on top of your bag. Secure your bag in your car before loading or unloading your shopping. If you have any questions concerning this fact sheet, please contact the Police Crime Prevention Section at your nearest police station or visit Page 35 of 46

36 Business security and safety The following link to the SA Police Department provides a range of information on business security and safety. afety.jsp Go to this website and download: Business Security booklet; and Business security assessment (checklist) Page 36 of 46

37 Bomb threat checklist BOMB THREAT CHECKLIST 1 Initial Actions Time of call: AM/PM Do not hang up! Keep caller talking 2 Exact Wording of Threat 3 Questions to Ask When is the bomb going to explode? Where exactly is the bomb? When did you put it there? What does the bomb look like? What kind of bomb is it? What will make the bomb explode? Did you place the bomb? Why did you place the bomb? What is your name? Where are you? What is your address? 4 Listen for VOICE LANGUAGE NOISES OTHER accent / impediment / tone / speech / diction / manner polite / incoherent / irrational / taped / read out / abusive traffic / voices / machinery / music / noises on the line / local call / STD sex of caller / estimated age Do not hang up 5 After the Call Note the time of the end of the call: AM/PM Page 37 of 46

38 Name of recipient (print): Signature: Date: Report the call to your local Manager/Supervisor, who will contact the Police and the Campus Warden Page 38 of 46

39 Armed robbery description checklist ARMED ROBBERY DESCRIPTION CHECKLIST PHYSICAL DESCRIPTION Color Sex Nationality Age Height Weight Hair Color Build (thin, stocky, pug, etc.) Complexion (dark, ruddy, acne, etc.) Nose (large, broad, pug, etc.) Ears (prominent, small, etc.) Glasses (frame) Facial Hair (moustache, beard, long sideburns, etc.) Mask or other disguise (type, color, etc.) Scars, marks, tattoos, or deformities (describe) Other distinguishing physical characteristics CLOTHING (Describe color, type of material, style, etc.) MISCELLANEOUS Hat Weapon exhibited ( ) yes ( ) no Coat Describe weapon Shirt Shoes Speech (accent, impediment) Pants Other clothing (tie, scarf, headband, jewelry, etc.) List any names used by robber Mannerisms (twitch, unusual walk, nervous) List any other distinguishing characteristics Right or left-handed FOR ADDITIONAL SPACE, CONTINUE ON REVERSE SIDE Page 39 of 46

40 FACT SHEET EMERGENCY PLANS This fact sheet provides general guidance for persons conducting a business or undertaking (PCBUs) and workers on preparing and maintaining general emergency plans for fixed workplaces under regulation 43 of the Work Health and Safety (WHS) Regulations. It does not cover additional requirements that apply to higher risk workplaces such as Major Hazard Facilities. Duty to prepare an emergency plan PCBUs must ensure that an emergency plan is prepared for the workplace, including for workers who may work at multiple workplaces. What is an emergency plan? An emergency plan is a written set of instructions that outlines what workers and others at the workplace should do in an emergency. An emergency plan must provide for the following: emergency procedures, including: an effective response to an emergency evacuation procedures notifying emergency service organisations at the earliest opportunity medical treatment and assistance, and effective communication between the person authorised to coordinate the emergency response and all people at the workplace testing of the emergency procedures including the frequency of testing, and information, training and instruction to relevant workers in relation to implementing the emergency procedures. What types of emergencies should be covered? The types of emergencies to plan for may include fire, explosion, medical emergency, rescues, incidents with hazardous chemicals, bomb threats, armed confrontations and natural disasters. The emergency plan should be based on a practical assessment of hazards associated with the work activity or workplace, and the possible consequences of an emergency occurring as a result of those hazards. External hazards should also be considered in preparing an emergency plan, for example a chemical storage facility across the road. Page 40 of 46

41 In developing the plan, consideration should be given to the application of all relevant laws, including public health laws (for example, workplaces that are also public places) and state or territory disaster plans. Level of detail relevant factors to be considered Emergency plans do not necessarily have to be lengthy or complex. They should be easy to understand and tailored to the specific workplace where they apply. In preparing an emergency plan, all relevant matters need to be considered including: the nature of the work being carried out at the workplace the nature of the hazards at the workplace the size and location of the workplace, for example, remoteness, proximity to health services, and the number and composition of the workers, for example, employees, contractors, and other persons at the workplace such as visitors. Special consideration may need to be provided for workers who travel for work, work alone or in remote locations. The checklist on page 4 of this fact sheet provides examples of relevant factors to consider. Examples of inclusions in an emergency plan An emergency plan may include practical information for workers such as: emergency contact details for key personnel who have specific roles or responsibilities under the emergency plan, for example fire wardens, floor wardens and first aid officers contact details for local emergency services, for example police, fire brigade and poison information centre a description of the mechanisms for alerting people at the workplace to an emergency or possible emergency, for example siren or bell alarm evacuation procedures including arrangements for assisting any hearing, vision or mobility-impaired people a map of the workplace illustrating the location of fire protection equipment, emergency exits, assembly points triggers and processes for advising neighbouring businesses about emergencies, and the post-incident follow-up process, for example notifying the regulator, organising trauma counselling or medical treatment. Procedures for testing the emergency plan including the frequency of testing must be included. Additional requirements for higher-risk workplaces Higher-risk workplaces may require additional information in their emergency plans. Examples of these workplaces include: workplaces with confined spaces Page 41 of 46

42 workplaces that use fall arrest harness systems Major Hazard Facilities and mines workplaces that handle or manage asbestos workplaces that store or handle hazardous chemicals, and workplaces that carry out demolition and refurbishment sites. For more information about these requirements refer to the relevant chapters in the WHS Regulations and the related Codes of Practice. Access to the emergency plan Emergency plans, or a summary of key elements of emergency plans, should be readily accessible by workers or on display in the workplace, for example on a notice board. Training in emergency procedures Workers must be adequately trained in emergency procedures. Arrangements for information, training and instruction of workers must be set out in the emergency plan itself. Training may include practising evacuations, identifying assembly points, location of emergency equipment, first aid arrangements and how to safely shut down machinery. In determining training requirements, the following should be considered: inclusion of emergency procedure training in induction courses for new workers provision of refresher training for existing workers provision of training for short-term contractors or visitors at the workplace (this may not need to be as extensive as may be required for workers), and provision of specific training for individuals who have a formal role in an emergency for example fire wardens, floor wardens, first aid officers. Shared workplaces In shared workplaces PCBUs must consult, cooperate and coordinate activities with all other persons who have a work health or safety duty in relation to the same matter, so far as is reasonably practicable. In shared workplaces where there are multiple PCBUs, a master emergency plan could be prepared that all relevant duty holders use. Examples of shared workplaces include shopping centres, construction sites or office buildings. Page 42 of 46

43 More information and guidance on consultation is available in the Code of Practice Work Health and Safety Consultation, Cooperation and Coordination. Implementing emergency plans Emergency plans must be implemented in an emergency. Directions from emergency services workers must also be complied in an emergency. Reviewing emergency plans For emergency plans to remain current and effective they must be reviewed and revised (if necessary) on a regular basis. For example: when there are changes to the workplace such as re-location or refurbishments when there are changes in the number or composition of staff including an increase in the use of temporary contractors when new activities have been introduced, and after the plan has been tested. Further information More work health and safety resources are available on the Safe Work Australia website. Note: this fact sheet provides general information only and should not be used as a substitute for seeking professional legal advice for your specific circumstances. The contents of this fact sheet are correct and based on available information at the time of writing. However, there may be subsequent decisions of courts or tribunals on the matter covered by this fact sheet which mean that the contents are no longer accurate. Page 43 of 46

44 CHECKLIST EMERGENCY PLANS Yes No Responsibilities Has someone with appropriate skills been made responsible for specific actions in an emergency, for example managing an evacuation or assigning area wardens? Is someone responsible for making sure all workers and others in the workplace, for example contractors, customers and visitors are accounted for in an evacuation? Do workers working alone know what to do in an emergency? Are specific procedures in place for critical functions, for example power shut-downs? Emergency contact details Are emergency contact details relevant to the types of possible threats, for example fire brigade, police and poison information centre? Are the emergency contact details displayed at the workplace in an easily accessible location? Are contact details updated regularly? Evacuations Have all emergencies requiring an evacuation at the workplace been identified? Has an evacuation procedure been prepared (if applicable)? Does the procedure: address all types of situations and hazards which may arise at the workplace cover everyone who may be present at the workplace allow for quick and safe evacuation when needed clearly identify routes to safe assembly areas consider special assistance for hearing, vision or mobility-impaired people, and include a process for accounting for persons? Evacuations for a fixed workplace Is the evacuation procedure clearly and prominently displayed at the workplace, where practicable? Is there a mechanism, for example a siren or bell alarm for alerting staff of an emergency? If yes, is it regularly tested to ensure its effectiveness? Page 44 of 46

45 Is there a documented site plan that illustrates the location of fire protection equipment, emergency exits and assembly points? If yes, is it posted in key locations throughout the workplace? Are all exits, corridors and aisles readily accessible and kept clear of obstructions? Does the workplace have illuminated exit signs? Fire protection equipment Does the workplace have appropriate fire protection equipment? Is it suitable for the types of risks at the workplace, for example foam or dry powder type extinguishers for fires that involve flammable liquids? Is it properly maintained and regularly checked and tested by the local fire authority or fire equipment supplier? Is the area where the equipment is stored kept clear of obstructions? Are adequate numbers of workers trained to use fire extinguishers? Do they know what type of extinguisher to use for different types of fires? Extreme weather conditions If there is a risk of extreme or dangerous weather conditions, for example bushfire, floods or storms, will the control measures be effective in these conditions? Do emergency procedures accommodate declarations of extreme weather warnings? Examples of extreme weather warnings may include warnings such as a code red in the case of extreme bushfires or categories 3, 4 or 5 for cyclone warnings. Do declarations of extreme weather warnings in the emergency plan include matters such as: safe exit routes, for example the process for identifying and communicating roads that may be closed? Do procedures identify the closest designated safe place? Do procedures accommodate evacuation procedures of the relevant local authorities for example the fire services, SES and police? Do workers have access to reliable communications equipment? Are workers trained in emergency evacuation and related procedures? If workers travel into areas where extreme weather warnings may be declared, have appropriate policies and procedures been developed for when such declarations are made? Chemical safety Are current safety data sheets available for all hazardous chemicals on site? Are all hazardous chemicals labelled and stored in a safe manner? Is appropriate equipment available to initially respond to a chemical incident, for example absorbent material to contain a liquid spill? Page 45 of 46

46 Is appropriate personal protective equipment and training provided to protect workers who are called on to deal with an unplanned chemical release? First aid Has a first aid assessment been conducted? Does the workplace have trained first aiders and suitable first aid facilities? Are workers aware of where first aid facilities are kept and who first aiders are? Neighbouring businesses Have neighbouring businesses been considered if an emergency occurs? How would they be advised of an emergency situation arises (if applicable)? Should they be consulted about the preparation and coordination of emergency plans? Have the risks from neighbouring businesses been considered, for example fire from restaurant/takeaway food outlets, Q fever from cattle yards or vehicle accidents on major roads? Post incident follow-up Are there procedures in place to notify the relevant regulator about a notifiable incident where necessary? Are there procedures in place to ensure the cause of the emergency is determined and action is taken to prevent a similar incident occurring again? Are there procedures in place to ensure the welfare of workers after an emergency or an incident, for example medical treatment or trauma counselling? Review Are emergency plan practice runs undertaken to assess the effectiveness of the emergency plan, for example evacuation drills? Is someone responsible for documenting and retaining the results of emergency plan practice runs? Is someone responsible for reviewing the emergency plan and informing workers of any revisions? Page 46 of 46