Visitor Safety and Support Plan November 2013

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Integrated approach to incident management

No single agency, business or service can react to a visitor incident

Safety Forum is in place where industry members, safety & security agencies, stakeholders and major attractions work together to ensure a safer City for visitors

The program includes proactive and reactive programmes

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Visitor Safety and Support Plan November 2013

  1. 1. Visitor Safety & Support Plan 21 November 2013
  2. 2. Visitor safety & Support Plan • • • • Integrated approach to incident management No single agency, business or service can react to a visitor incident Safety Forum is in place where industry members, safety & security agencies, stakeholders and major attractions work together to ensure a safer City for visitors The program includes proactive and reactive programmes Page 2
  3. 3. PROACTIVE PROGRAMME
  4. 4. • Focus of the proactive programme is on awareness. • Cape Town Tourism have developed collateral and share tips on our website • Partners, for example Provincial Department of Tourism and CCID, have developed collateral that is distributed through CTT network • Training of all frontline team members • CTT is also members of The Code – the recognised Code of Conduct for the protection of children from sexual exploitation within the travel and tourism sector Page 4
  5. 5. How can you get involved? Page 5
  6. 6. Page 6
  7. 7. REACTIVE PROGRAMME
  8. 8. 4 Step safety plan: STEP 1: HELP YOUR GUESTS – REPORT THE INCIDENT • • • • Check if your guest needs medical assistance. Help your guest to report the incident. You’ll need their picture ID, the location of the incident, and the name, address and telephone number of where they’re staying. Keep your own record of the case number, as you may need it to assist your guest. Assess the loss and/or damage to personal property and documents and how this affects your guest’s travel plans. STEP 2: MAKE USE OF CAPE TOWN TOURISM VISITOR SUPPORT • • Call the Cape Town Tourism Visitor Support hotline on 021 487 6552 to activate the Band Aid program The programme is designed to provide support services for both you and your guest Page 8
  9. 9. STEP 3: LET US SPEAK TO THE MEDIA • Help us to preserve Cape Town as a premier visitor destination by referring all enquiries from the media to Cape Town Tourism. STEP 4: KEEP TRACK OF PROGRESS • Stay in touch with Cape Town Tourism to monitor the progress of your case. Page 9
  10. 10. What is included: • Medical/emotional trauma support (including the facilitation of medical treatment). • Help with short-term accommodation. • Providing the basic necessities. • Contacting family or friends. • Dealing with Embassy requirements. • Re-issuing of credit cards and other banking issues. • Counselling support. • Making transport arrangements. Page 10 BAND-AID PROGRAMME
  11. 11. What is excluded: • Financial assistance • Replacement of lost items • Legal advice • Compensate for loss • Medical attention Page 11
  12. 12. How can you get involved? Page 12
  13. 13. • Inform all your staff of the 4 step safety plan • Save the number on your phone: 021 – 487 6552 • Contribute to Band-Aid: membership@capetown.travel Page 13
  14. 14. LET US COLLECTIVELY TRY TO PREVENT INCIDENTS FROM HAPPENING RAHTER THAN TO BAND-AID THEM. Page 14
  15. 15. Q&A
  16. 16. Thank you

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