Emergency and Crisis Preparedness for Businesses Every business hopes that nothing bad will ever happen to it. But, statistics show that the odds of a tragedy striking are not in a business s favor. Possible tragic events can range from fires, tornadoes, hurricanes, earthquakes, suicide attempts, injuries, arrests and fatal accidents, to the misconduct accusation of a staff member. These incidents are never planned, but a planned response to them should be. Without a plan, the wrong responses and actions tend to occur. Some actions can actually compound the impact of the original event. By having a plan in place, a business not only helps itself, but also is in a better position to care for the needs of its customers and employees. The business s standing in the community can remain stable and it can continue. The key to responding to such events actually is rooted in crisis preparation and planning. Proper inspection and knowledge of the location of emergency equipment is necessary. Adequate signage and access to phones and other communication devices can help prevent or minimize a catastrophic event, and deciding who will serve as the business s spokesperson during a crisis is necessary to avoid conflicting statements from being given to the customers, employees, public and media. Included here are forms that will aid and assist you in preparing fro an emergency or crisis, and instructions on what to do once a situation occurs. EMERGENCY AND CRISIS GENERAL SURVEY Does your business have an emergency and crisis plan in place? Does your business train management on how to respond to all possible emergencies? Does your business train floor employees on how to respond to emergencies? Does your business conduct regular evacuation and emergency response training? Does your business complete proper paperwork to document various emergencies? Are building exit routes clearly marked? Does your business have a sufficient number of first-aid kits available in key areas of the building? Has your business considered oxygen and defibrillator use Has your business identified any key employees with paramedic/emergency Yes No
medical technician or certified first-aid/cpr backgrounds? Has your business formed an emergency medical team? Does your business have quick access to phones at all times? Has your business identified a public spokesperson? Does your business have directors and officers insurance coverage in place? Has your business identified legal counsel? Have business hiring, personnel, and other policies been reviewed by legal counsel? Does your business have a decision-making body in regards to pressing charges? Has your business set aside funds to pay for legal counsel? Has your business set aside funds to pay deductibles and expenses related to insurance claims? Do you understand the terms and conditions of your insurance policy? Do you have a good, regular relationship with your insurance agent or representative? If you answered no to any of the survey questions, corrective action should be taken as soon as possible. EMERGENCY ACTION AND RECOVERY PLAN Preplanning is essential for successfully minimizing any adverse effects of an emergency or disaster on a business and its operations. Emergencies and disasters can take many forms, including physical perils, work accidents, or deliberate acts of terrorism or sabotage. The following action and recovery plans have been designed to identify the key elements that should be followed to help reduce the impact of an emergency or disaster. EMERGENCY TELEPHONE NUMBERS An emergency is any situation actual or imminent that endangers the safety and lives of people or the security of property. For assistance in a medical or safety emergency, call 911 or the local emergency numbers listed below. EMERGENCY 911 When you call: Identify yourself and the specific location of the emergency. Give the street address. Tell what has occurred. Be concise and factual. Relate known or suspected injuries or fatalities. Identify immediate help needed. If appropriate, notify individuals on your businesses emergency contact list. Stay on the phone until the operator advises you to hang up.
Local Emergency Numbers Ambulance Rape/Victim Services Fire Rescue Gas Leaks Doctor Poison Control Center Local Civil Defense Police (emergency) Local Weather Line Police (non-emergency) Business Location s Emergency Contact List Individuals who should be contacted in an emergency are: Name Work Number Home Number MEDICAL EMERGENCY In the event of an injury or other medical emergency: Call designated local emergency numbers. Identify your location, building name, street address, office/room/area of building. Describe the situation as to what has happened, types of injuries and help needed. Obtain or provide on-site first aid. Alert any necessary individuals that an emergency is occurring. Alert appropriate individual (insert name) who has reference to any personnel files for emergency medical instructions (e.g. diabetic). Designated individual (insert name) that should be chosen to notify family as appropriate. Make sure someone is in the parking lot to direct the emergency medical services team. Contact personnel at your business location who are trained and certified to administer first aid or CPR.
Name Telephone/Extension First Aid CPR FIRE In the event of a fire or explosion: Pull fire alarm and initiate building evacuation. Call 911 and report the location of the fire, the suspected cause and current status of the fire, and give your name and phone number. DO NOT use elevators for building evacuation. Exit building using the closest possible evacuation route. After all individuals have been cleared from the area, close all doors to the immediate area of the fire to help isolate the smoke and fire. Use the proper fire extinguishers to fight the fire if there is no additional danger to yourself. Follow all instructions from the fire department and police. Assemble outside the facility in designated areas (insert areas). Account for all individuals once assembled in designated areas. DO NOT go back into the building. Re-enter only after the all-clear is given by the fire department. Fire Drills: Conduct on regular periodic intervals. Identify opportunities for improvement of current fire evacuation plan and opportunity for staff to put plan into action. Items to Evaluate: Transmission of alarm. Preparation for building evacuation. Assembly and accounting of individuals and overall following of written fire evacuation plan.
EARTHQUAKE An earthquake can affect some areas of the country, this section is devoted to procedures that should be followed in the event of an earthquake. In the event of an earthquake: When an earthquake happens, stay calm. Do not run or panic. Remain where you are. Take shelter under your desk, a solid table, or couch against an interior wall or stairwell. Stay away from electrical equipment, windows, outside doors, file cabinets, bookshelves, etc., as these are dangerous areas. Hang on to your protection (desk, table, etc.) and count out loud (one-one thousand, two-one thousand, three-one thousand) to give yourself a time reference and to assure others around you. Keep away and face away from windows to avoid flying glass. Do not stand under light fixtures or near stock shelves. If you are indoors stay indoors. If you are outdoors stay outdoors, but stay away from overhead wires, poles or anything that might shake loose and fall. If you are in a vehicle, stop. Remain in your sheltered area until at least 10 seconds after the ground has stopped shaking. As you leave your shelter, notice any dangling objects that might fall and strike you. Avoid these objects. Warn others of any existing dangers as they are identified. Do not use the telephone. Replace phones that have been knocked off their hooks. Power down all electrical components starting in your work area. Power down components in the other areas of the building. Do not use the elevator. Identify the location of the nearest exit and evacuate slowly and methodically to the pre-designated emergency evacuation meeting place outside the building. Account for all individuals once assembled in designated areas. Notify emergency authorities of the incident. RIOTS In the event of a civil disturbance or riot taking place in front of the building: Remain in the building. Lock all doors and pull blinds shut. Stay away from the windows Call 911.
SEVERE WEATHER/TORNADO As severe thunderstorms and tornadoes can affect almost all areas of the country, this section is devoted to procedures that should be followed in the event of these severe weather conditions. Should threatening weather conditions develop: Use your facility s weather alert radio or television weather channel to monitor the approach and severity of the weather. Tornado Watch means weather conditions are favorable to the formation of tornadoes. Tornado Warning means a tornado has been sighted in the area. If the Weather Service issues a severe weather or tornado warning for your immediate area, warn all individuals. Close all doors and stay away from windows. Employees should move to a pre-planned shelter area. A flashlight and battery-powered radio should be made available to keep in or take to the shelter area. Remain in the shelter area until an all-clear is given. Reconvene employees when the emergency is past to make sure everyone is safe. Discourage employees from leaving the building in the event of an emergency. SHELTERS Best areas: Basement. Inside walls on opposite side of corridor from which storm is approaching. Restrooms without windows. Interior hallway on lowest or ground floor (no windows, doors secured at either end). Areas to avoid: Lobbies. Walkways. Atriums. End rooms in one-story buildings. Rooms with large glass areas. Hallways that could become wind tunnels.
In open country: If you re in a car, don t attempt to drive out of the way of a tornado. Tornadoes are very unpredictable in their movements. Get out of your car and lie flat in the nearest ditch or ravine, face down with hands over the back of your head. NATURAL DISASTERS Blizzards Monitor approaching winter storm conditions freezing rain, sleet, heavy snow, sustained high winds, wind-chill conditions. Ensure that employees are aware of cold weather safety rules and understand policy for operating or closing under adverse weather conditions. Floods In heavy rains, be aware of flash floods. If you see any possibility of a flash flood occurring, move immediately to a safer location. Monitor reports on flood conditions. If advised to evacuate, secure the building, lock the doors and windows and calmly leave immediately. Lightning When a thunderstorm threatens, go immediately inside for protection. While indoors, stay away from windows, water, sinks, faucets and phones. If you are in a hard-topped car, stay there. If you are caught outside, stay away from any object that could act as a natural lightning rod, such as a tall tree in an open area. Stay clear of open fields, open water or small isolated sheds. If you are caught in a field, crouch low to the ground, but do not lie flat on the ground. Get away from fences or other metal objects. MENACING PERSON/WEAPONS THREAT If there is a potentially dangerous person in your area: Call 911 or other designated emergency number when it is safe to do so. Notify any manager or designated emergency personnel to handle these situations. If you are in a position to explain your situation, give as much information as possible and give your address. Remain calm and cooperate with the person(s). Make no sudden movements. If safe to do so, quietly leave the area.
If the threat is outside the building, lock the facility immediately. KIDNAPPING/HOSTAGE SITUATION For any situation involving either kidnapping or a hostage situation of a staff person or business owner, summon appropriate designated personnel immediately. If you receive a phone call regarding an employee or business owner kidnapping/hostage situation: Keep caller on the line to get as much information as possible. Use the Kidnapping/Hostage Checklist to record all information. Call 911 or other designated emergency number. If you receive a ransom note: Call appropriate designated personnel immediately. Minimize additional handling of the note until it can be delivered to authorities. FACILITY CLOSING Official closing of the facility for unscheduled reasons will be ordered by a designated individual: Notice of closings during office hours will be given by a company designated person to employees. Notice of cancellation of regular business hours or special activities will be given by a company designated person to employees. MEDIA COMMUNICATIONS Emergency situations attract media attention. For that reason, media crisis communications are an important part of emergency response procedures: Instruct all employees to direct all media inquiries they receive to the designated spokesperson for the business. This will help ensure that all media interview the designated spokesperson and that all media receive accurate, identical information.
HARASSING/OBSCENE TELEPHONE CALLS If you are receiving harassing calls, the best way to handle the situation is to immediately hang up without saying anything to the caller. If the caller does not receive a response, he/she will usually stop calling: If the calls are threatening in any way, or are continuous, please contact the appropriate designated authorities immediately and give your name, phone number, location, date and time of harassing calls, and content of the calls. If any harassing or obscene messages are left in your voicemail box, save those messages in case they are needed for evidence. Sometimes callers become abusive. If all customer relations tools and techniques do not move the customer into more productive behavior, it might become necessary to terminate the conversation. Display empathy for caller s predicament. Remain calm and reasonable. Forewarn caller that unless abusive language is discontinued, you will hang up. (Ex. I am sorry you feel the way you do. However, this conversation is not productive, so if we can t get back on a positive track, I will terminate this call. ) BOMB THREAT When a bomb threat is received by phone: If the threat of explosion is immediate, evacuate all people from the building at once. If the caller indicates there is some time before the bomb will go off, try to get as much information as possible about the location and description of the bomb and the caller. Use the Bomb Threat Checklist to record all information. Stay on the line only as long as the caller continues to provide useful information. Immediately evacuate the building and take the checklist with you. Call 911 or other designated emergency number and convey all of the above information. All bomb threats and warnings received by telephone or by mail should be taken seriously and reported immediately to management and appropriate authorities. Discovery of a suspicious item: If you find an item you suspect is a bomb, DO NOT touch, move or disturb the item. Call 911 or other designated emergency number immediately. Then notify the appropriate individuals. Keep persons away from the area until help arrives. Do not use cell phones or electrical devices anywhere near the suspicious package.
DOMESTIC SITUATION For any domestic situation: Call the designated individual. Remain calm. If safe to do so, alert other employees that an emergency/danger is present or imminent and quietly leave the area. In the event that you observe volatile behavior, politely ask to intercede. Continue to monitor the situation. If it accelerates, call 911 or other designated emergency number if necessary. BUSINESS CONTINGENCY PLANNING Emergencies like fires, smoke, water, or vandalism damage at your facility will always strike without warning. Immediate response in a crisis can save thousands of dollars in reducing damage. It also may allow you to resume normal business operations faster, eliminating the many problems extended business interruptions can create. Keep this information in a safe location on-site, as well as at a key staff member s home. You also may require that the following information is on file with the person in charge business contingency planning for your business. Alternate Business Location Develop an alternative business location plan of action should the facility sustain a loss rendering the facility and grounds inhabitable for a period of time. Financial Authorization Approval Identify and know who the key staff members are in your business that have authority to sign work authorizations on-site so work can begin without delay in case of a disaster. Insurance Information Make sure all current insurance records and information are on file. Know how to notify the insurance company of a problem as soon as possible. Building Contractors Make a list of all contractors/services used on regular basis and in the event of an emergency (i.e., general contractor, phone company, fire sprinkler service, computer maintenance, elevator maintenance, generator rental, electrical contractor, HVAC contractor, plumbing contractor, glass company, snow removal, emergency board-up, window cleaning company, environmental hauling company, fire/smoke/water damage restoration company). Include contact persons and phone numbers.
A separate disaster recovery profile should be completed for each building. Key staff member(s) who have intimate knowledge of the building(s) should be identified. Building Information Primary building statistic records should be maintained on all buildings (i.e., year constructed, year of latest structural renovation, blueprint location, building specifications, elevators, stairwells, entrances, building usage, hour of operation, hot water heaters, plumbing information, HVAC information, fire protection systems, hazardous materials on any structural surfaces, hazardous materials stored on-site, electrical information, emergency lighting, building construction type including roof type, special floors/walls in the building, etc.). Priority Areas List in priority order, those areas most crucial to the operation of the facility. Secured Area List all individuals who have access to security systems or secured rooms. List persons who have access to areas if not on premises. Grounds List information on facility grounds (i.e., on-site parking, storage areas, hazardous storage areas, parking lot drainage, outside buildings, storage tanks, dumpsters, etc.). Furniture/Fixtures/Equipment/Inventory Make a list of furniture, fixtures, equipment and inventory present in each building. Put together a video tape documentation of furniture and fixtures and store the tape in a secure, fire-proof location. Make note of any custom built furniture, fixtures or equipment. Note the lighting systems and window coverings. Computer/Electronics/Audio Visual Develop a written computer/electronic hardware and software detail list. Ensure that all software is backed up daily and in a secure, fire proof location. Determine what medium the information is stored (i.e., magnetic tape, floppy disk, laser disk, hard disk, etc.). List any electronic data processing (EDP) equipment that is leased. Maintain current records of maintenance contracts in place locally for EDP equipment. Develop an alternative plan of action should the facility sustain a loss rendering the system useless for a period of time. Identify the person on-site who has intimate knowledge of the EDP system and equipment. Determine if you have any special or additional insurance coverage for EDP or communication equipment and maintain these records accordingly. Determine what
type and estimated quantity of computer, sound system and telephone switching equipment is on-site. Location Item Description Maintenance Agreement Yes or No $ Value Warranty Yes or No Valuable Contents List any antiques or art work, or other valuable collectibles that may be in office environments. Establish who is responsible for the fate of valuables and are the valuables insured for disaster as well as theft. Location Item Person Responsible $ Value
SAMPLE EMERGENCY DIAGRAM (APPENDIX A) Exit FE EL Exit Warehouse EL FE EL Retail Area FE FA Exit FE EL Exit FE FA EL Evacuation Routes Fire Extinguisher Fire/Alarm Panel Emergency Lighting
BOMB THREAT CHECKLIST (APPENDIX B) Use this form to record all information if you receive a bomb threat. BE CALM, BE COURTEOUS, LISTEN, DO NOT INTERRUPT Describe exact words of caller: Questions to ask? 1. When is the bomb going to explode? 2. Where is the bomb right now? 3. What kind of bomb is it? 4. What does it look like? 5. Why did you place it? 6. Where are you calling from? 7. Who are you? CALLER S VOICE (Circle One) Male Female Adult Juvenile Accent Well Spoken Irrational Incoherent Foul Calm Angry Excited Slow Rapid Soft Loud Laughter Crying Normal Slurred Nasal Speech Impediment Unusual Breathing Raspy Clearing Throat Deep High Cracking Voice Disguised Familiar Taped Other Message Read If voice is familiar, whom did it sound like? Did the caller indicate knowledge of your facility?
BACKGROUND SOUNDS (Circle One) Male Female Adult Juvenile Accent Street Noises Dishes Voices PA System Music House Noises Motor Aircraft Quiet Static Animal Noises Long Distance Office Machinery Factory Machinery Other Name: Department: Phone: Date Received: Time Received: Time Ended: Call 911 or other designated emergency number immediately after caller hangs up. TAKE THIS CHECKLIST WITH YOU AS YOU EVACUATE THE BUILDING KIDNAPPING/HOSTAGE CHECKLIST (APPENDIX C) Use this form to record all information if you receive a call from someone claiming to have kidnapped or taken an individual hostage. IMPORTANT REMAIN CALM. Continue to speak in a normal tone. Ask the caller to repeat the message. Describe exact wording of threat: DESCRIPTION OF CALLER S VOICE (Circle One) Angry Stutter Excited Calm Nasal Raspy Rapid Deep Lisp Slow Loud Clearing Throat Laughter Soft Ragged Cracking Voice Normal Disguised Deep Breathing Crying Slurred Familiar Distinct Accent If voice is familiar, who did it sound like?
Questions to ask? 1. Who has been kidnapped/taken hostage? 2. Who are you? 3. How can we be sure you have the person you say you do and that he/she is safe and unharmed? 4. What are your demands? 5. When will he/she be released? 6. If we meet your demands, how do we know he/she will be released unharmed? 7. Where/how can we reach you? BACKGROUND SOUNDS (Circle One) Clear Office Street Noises Animal Music Voices Local Factory Machinery Static PA System Other House Noise Long Distance Motor SPEECH PATTERNS (Circle One) Well Spoken Accent Foul Message Read Incoherent Other Taped Estimated age of caller? Did caller indicate knowledge of the facility? Phone number at which call was received? Name: Department: Phone: Time of call: Date of call: Time call ended: Call 911 immediately after the caller hangs up.