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CRISIS MANAGEMENT PLAN 07.doc

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  • 1. CRISIS MANAGEMENT PLAN DO NOT WAIT UNTIL A CRISIS OCCURS, PRE-PLAN FOR POTENTIAL EMERGENCY SITUATIONS. Possible Crisis Situations Include: Natural Disasters including: Lightning, earthquake, extreme weather conditions, flood/drought, landslides. Environmental Accidents/Liabilities: Ground water contamination, air quality problem, exposure to toxic chemicals, release of toxic chemicals and gas leaks. Employee Safety and Health: Chronic safety problem, exposure to carcinogens, personal injury suit, heat illness, severe injury/fatality of an employee or non-employee. Workplace violence Operations: Accident involving company vehicle or equipment, explosion, fire, major utility failure, structural collapse, crane collapse, trench cave-in, confined space accident. Labor Relations: Violent strike/work stoppage, unfair labor practices, labor disputes. Management Issues: Someone else’s crisis on your property (guilt by association) negative publicity due to rumors. Employee/Management Misconduct: Sexual harassment, slander, sabotage, workplace violence. Disgruntled employee. Citations and lawsuits Emergency Planning Establish an emergency response team on site. (May also consist of subcontractors). What is the local emergency telephone number for your site? 911 may cause delays. Who are your first aid trained people? Have you trained all site employees for emergency response procedures? Who are you going to post at the entrance during a crisis? Do you have an emergency response kit on site? Have you practiced your evacuation plan? Who will shut down equipment or utilities? Where do you locate the media? What is your back up plan? Vendor contact list for emergency equipment? Have employees tape emergency contact information and known medical condition information inside of their hardhats. FIRST HOUR RESPONSE CHECKLIST _____ When a crisis occurs, CALL FOR HELP FIRST! _____ Secure the area to ensure a secondary accident will not occur and it is safe to rescue (if applicable). _____ Care for the victims. _____ Implement the site emergency response plan which should consist of an air horn blasting (5) times and everyone on site meeting in a designated area to be accounted for. _____ CALL JOHN MYERS OR PAMELA MARK IMMEDIATELY! _____ DETERMINE IF THE SITE WILL BE SHUT DOWN. EMERGENCY RESPONSE PLAN 1
  • 2. _____ Secure the accident scene and find out who witnessed the accident. _____ Post a guard at the entrances and do not let unauthorized persons on site. _____ If the site will be shut down, tell the workers when they can report back to work and that a critical incident stress debriefing will be available (if applicable). _____ Keep selected individuals on site to help with the incident. _____ Inform the site employees to direct outside (media etc. ) questions to the senior supervisor on site and please, not to speculate what happened, until an investigation has been conducted. _____ Separate the witnesses and have them either call the home office to give a statement to the Crisis Support Team (contact information is listed on page 4, additional team to be determined) or give a statement to the administrative assistant or another pre-determined person. Note: employee may not be able to write information down. _____ Do not leave the witnesses alone for very long and do not put them in a room together. Memories tend to change when they discuss the accident with each other. _____ Offer the witness a ride home or have them contact someone for a ride, if they appear to be dazed or shaken up. _____ Do not move anything that can be classified as evidence. _____ Identify possible spin-off crisis (additional exposures caused from the initial crisis). _____ Restrict use of two-way radios (if applicable). _____ Select a temporary spokesperson. TEAM LEADER _____ Determine what happened, site status, and who is involved. _____ Coordinate crisis management team. _____ Ensure corporate management has been notified. _____ Notify the project owners. _____ Advise the administrative assistant how to route all calls. _____ HR will be notified for contact information for the victims. _____ In the event of a severe injury/fatality, work with the safety director to ensure that a company family liaison is appointed. _____ If the injury/fatality is not a Soltek Pacific employee, the victims' employer or the law enforcement will notify the victims' family. _____ Inform any surrounding areas that may be affected by the incident. _____ Notify employees if media attention is anticipated. Advise as to whom calls should be directed to. SITE CRISIS MANAGEMENT TEAM _____ Acquire all emergency response gear needed, including all applicable PPE to ensure your own safety first!!! _____ ALWAYS ACCESS THE SITUATION FIRST BEFORE RESPONDING!!!!! _____ Secure the area. _____ Assist the victims, if the crisis results in a fatality, please guard the body and do not move anything that could be classified as evidence. IF THE SCENE IS SECURED AND SAFE, DO NOT MOVE VICTIMS!! _____ Sweep the site to ensure all persons are accounted for. _____ Keep unnecessary persons out of the area. _____ Post guards at entry points and do not allow unauthorized persons on site!!! PUBLIC AND MEDIA. _____ Media are not authorized persons!!!! Establish a safe area away from the accident scene for the media to set up. _____ Direct all questions to the senior manager on site or the designated spokesperson. Please do not speculate what has happened. EMERGENCY RESPONSE PLAN 2
  • 3. _____ Designate a person to document the events and take photos. CONTINUALLY DOCUMENT ALL EVENTS THOUROGHLY. _____ Do not clean anything up until a complete accident investigation has been performed by a qualified person (corporate safety manager, law enforcement, etc.) and the area has been released. _____ When applicable, crisis management team must be debriefed by a stress councilor. _____ A clean-up team should be established. _____ When cleaning up blood or bodily fluids, follow all safety precautions and wear all required PPE. _____ Do not be afraid to ask for assistance if needed. _____ When applicable, assist law enforcement and rescue team as needed. UPPER MANAGEMENT _____ Maintain close contact with the team leader to determine level of involvement. _____ Review/approve all statements/communications to the news media. _____ Work closely with the legal council. _____ In the event of an injury/fatality, work closely with the designated family liaison relative to family communications. _____ In the event of a highly visible crisis, be prepared to make the initial buy-time statement to the news media. _____ Oversee communications with the company’s employee base and other necessary persons. _____ Follow up with the victims after the incident. HUMAN RESOURCES _____ Assist with contact information for the victim. _____ Assist with the witness statements. _____ Gather details on past negative issues that the media may refer to and help develop a positioning statement. _____ Track all media coverage via a monitoring service and the internet. SPOKESPERSON _____ Write and get clearance for, all statements and releases. _____ Designate someone to screen calls from the news media. _____ Establish a media log sheet. _____ Anticipate media questions. If possible role-play a media interview with a colleague before going live. _____ Assemble necessary background information. _____ If you elect to give the media a tour, make sure the area is safe and that the reporters are escorted by a company representative. Issue safety equipment and required hold-harmless agreement to be signed if necessary. _____ Review the safety procedures with reporters prior to going on site. If they violate any of the safety rules, you have the right to ask them to leave. Ask authorities to assist if necessary. _____ Advise reporters of a time and place for future updates. _____ Follow-up on additional media inquires. _____ DO NOT wear sunglasses when speaking with the media. _____ DO NOT SAY “No comment” because it implies guilt. _____ DO NOT talk about who is responsible. Whatever you say may become part of a legal issue. Avoid commenting on liability issues. _____ DO NOT speculate or assume what may have happened or make accusations.. EMERGENCY RESPONSE PLAN 3
  • 4. _____ DO NOT LIE TO THE MEDIA!!!! It will come back to haunt you. _____ Only give necessary information, do not volunteer information. _____ Make sure the information given is a fact. Sample Buy-Time Statement: “My name is (_________________) and I am the (title) with Soltek Pacific. The incident has just happened and I am not prepared to answer any questions at this time. What I can confirm is (complete with verified information only). Depending on the type of crisis. For a severe crisis, do not answer questions or verify information without consulting the legal council and owners first. Please stay in the safety area so we can do our job and take care of the situation. I need to return to the site, but either a (spokesperson) or I will be back at (time) with an update. Thank you. HOME OFFICE CRISIS SUPPORT TEAM The following is a list of contact names and numbers for a support team to assist with witness statements. 619-296-6247 Back Door 619-296-5761 Nicole Greed ext. 160 Eliza Gutierrez ext. 142 Jessica Rodarte ext. 150 (Bilingual) Kelly Duff ext. 132 Miriam Zink ext. 144 Claudia Diaz Garcia ext. 104 (Bilingual) Kendra Provost ext. 143 Isabell Martinez ext. 148 (Bilingual) ____________________________________________________________________________ John Myers Corporate Safety Director (619) 719-8835 home office ext. 135 Pamela Mark, Corporate Safety Manager (619) 726-1338 home office ext. 124 Willy Naylor, Corporate Spokesperson (619) 871-9369 home office ext. 178 EMERGENCY RESPONSE PLAN 4
  • 5. Accident Investigation Kit Writing instruments, magic markers, chalk, grease pen, can of spray paint, clip board. Accident investigation forms, Witness statements. Evidence log, Drawing paper, legal pad. Measuring instruments. Barricade tape, danger signs, duct tape, flashlights, do not enter signs. Tarps or plastic. Traffic cones. Dust mask. Evidence gathering aids, disposable gloves, baggies, trash bags, envelopes, hanging tags, disposable cameras. Accident investigation kit should be kept in a waterproof carrying case and clearly marked accident investigation kit. Suggested Emergency Response Kit First aid kits, eye wash, blood clean-up kit, scissors. Dust mask, respirator, gloves, eye protection. Pedialite (electrolyte replacement for dehydration & heat illness) Emergency blankets Portable radio & batteries Flashlights & batteries Rope, tape Trash bags Caution tape, danger tape. Tarps or plastic. Brooms Water and foods in the event you are stuck on the jobsite. Tire repair kit, tow rope EMERGENCY RESPONSE PLAN 5
  • 6. Crisis Management Summery What constitutes a crisis? Severe injury/fatality and other types. Have employees tape contact information inside of the hardhat. Each project should establish a plan based on their project. Have everything in place and know what to do, don’t wait for something to happen and have chaos. Most people cannot think clearly under severe pressure. Implement the emergency response plan pertaining to the situation. Find out who your witnesses are. Hold a brief meeting before everyone leaves this site. If you have a severe injury or fatality (consider shutting the project down for the day, you will be judged on your response and business as usual after something severe is not good business). Make the phone calls. John, Pam, Dave, Steve, Willy. The sooner we know the better off we are. Dealing with the crisis. Would be rescuers are often the persons who end up dead. Access the situation before reacting. How to deal with the witnesses.. The support team at the home office. Secure the scene, take pictures, have someone document everything!! Spokesperson Duties: Do’s and Don’ts for the media!!!! Buy-time statement. Ensure your site is prepared. PLAN, PLAN, PLAN EMERGENCY RESPONSE PLAN 6