1. Ormiston Venture Academy Emergency Evacuation Exercise
Saturday 3 September 2016
Observer Notes and Group Observations
Introduction
The exercise took place on the morning of Saturday 3 September to run a Rest
centre scenario at Ormiston Venture Academy on, Oriel Avenue, Gorleston. It was
arranged to afford volunteers and Academy staff experience in how to set up and run
a rest centre. The exercise also allowed staff to identify and address potential issues
in using the site in a real evacuation situation.
Julie Woods, a Great Yarmouth Borough Council Neighbourhood Manager, was
responsible for the exercise and the onsite health and safety of all participants during
the afternoon.
Jacob Briggs and Joseph Kenny of Great Yarmouth Borough Council acted as
Observers for the exercise.
The rest centre exercise was run in conjunction with strategic emergency planning
exercise comprising the RAYNET, and Lowland Rescue. This was coordinated by
Alison Billet.
The Rest Centre exercise set out to achieve 3 primary objectives:
1. Familiarise Academy and rest centre voluntary staff the predesigned Rest
Centre Plan.
2. Test the suitability of room allocations within the Rest Centre Plan.
3. Test specific issues raised in the 2015 Rest Centre, namely:
a. Accommodating pets,
b. Facilitating smoking,
c. Addressing language barriers issues.
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2. Objective 1: Familiarisation of the Plan
Sam Thomson briefed the Academy staff, whilst Jacob and Joseph briefed Louise,
Julie, and the volunteers upon receipt of the activation call:
A large storm has caused surface water flooding, leading to evacuations to
primary site rest centres in Gorleston as appropriate.
The volunteers playing evacuees were given scenarios for them to play. This
subjected the rest centre to issues that could occur in a real life situation, providing
staff experience handling these events.
The Rest Centre was activated in 2013 due to a tidal surge. It was noted then that
the rest centre had done well in accommodating and looking after evacuees. This
exercise therefore looked to build on these experiences and those of other centres.
Roles were allocated at this stage – making it clear who was going to be:
• Rest Centre Manager – Samantha Thomson the Ormiston Venture Academy
Finance Director and Louise Hampton GYBC Neighbourhood Manager.
• Reception desk – Academy Staff.
• Putting up Signage – Academy staff and community resilience volunteers.
• “Floor walkers” for the main evacuee area – Academy employees and GYBC
Neighbourhood management workers.
• Food and drink preparation and service – Academy catering staff.
• Responsibility for pets - the owners were mainly primarily for their pets. They
were additionally under supervision from Academy staff and RCM.
• Providing 4 x 4 services – the Norfolk and Suffolk Rescue, co-ordinated with
the support of RAYNET.
• Providing first aid – Academy Nurse.
Academy staff were assigned front line roles during the exercise that were
representative of those expected in a real exercise. This allowed staff to gain
exposure and experience of the expectations on them in an evacuation situation. In
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3. addition the exercise afforded Rotary Club volunteers experience with staffing a rest
centre. The emergency services were not included in the scope of this exercise.
Objective 2: Room Allocations
The room allocation went according to the prepared plan:
• The sports hall was designated as the main sleeping and leisure area.
• The canteen was used as an eating and seating area.
• The theatre room provided a quite area with the potential for conversion to a
family sleeping area.
• The Academy staff room functioned as the staff break room for Academy,
GYBC and resilience volunteer staff.
• Although a first aid station was located in the main room (canteen), the
Academy’s medical room was available as a dedicated first aid space.
• A PE classroom was utilised for pets outside of the main room (canteen).
• A music classroom functioned as a dedicated Mother and Infant area.
In the event of activation, the Academy are able to provide further room space as
necessary, including additional sleeping, leisure, and quiet space.
In contrast to the prepared plan, the main point of congregation during the exercise
was the canteen rather than the sports hall. This was due to the number of evacuees
in attendance, efficient use of Academy resources, and staff allocation.
Sleeping arrangements
Bedding was not provided to the evacuees at the rest centre during the exercise.
This was because of the time frame in which the exercise took place and the
scenarios being tested. The academy has previously had their sleeping arrangement
capacities tested and retain 100 beds on site, in addition to the bedding provided by
GYBC and other partners.
Two rooms were allocated for sleeping; the sports hall which was allocated for the
majority of evacuees, and the theatre which was designated for families with younger
children.
Showering/Toilets
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4. Toilets where allocated for both men and women, both of which contained private
cubicles.
The length of the exercise meant that attendees were not there long enough to
require shower facilities. The emergency plan designates shower facilities in the
event of evacuation. These were out of bounds on the day of the exercise as they
were being used for a pre-booked sporting event, an event which would not occur in
actual activation scenarios.
In such a situation, however, it has been planned that there shall be a shower
monitor deployed who will allocate shower times to attendees. This will prevent any
arguments over shower use and help preserve people’s privacy.
The room allocations were modified from the plan to accommodate additional
external activities also taking place at the Academy that day. Whilst this afforded
staff experience adapting to an emerging situation it potentially limited the direct links
between the plan, exercise, and future activations. Attendee feedback highlighted
that whilst room allocation was effective, a lack of appropriate signage limited the
accessibility and uptake of these rooms.
Objective 3: Pet issues / language issues / Smoking issues
Pet Issues
All pets where kept comfortable and well looked after, with access to water. In a real
activation, if pets are accommodated for an extended period then food may also
need to be provided. During the exercise the pets were kept in the canteen area,
where the majority of evacuees were also located. Whilst the pets were comfortable,
it was noted that others who were afraid/allergic to dogs etc may not be very happy
with them in the room. There were a number other areas available for people to go if
they wished to get away from pets and vice versa. Another alternative was raised by
a hypothetical situation in which a woman arrived with 5 cats. Here, a separate room
could be made to accommodate pets if needed.
Issues were also raised about exercise and toilet locations for dogs as they had to
be off-site. This raised issues regarding safety and keeping track of people. Although
dog fouling bags were available at the reception/information desk, knowledge of this
amongst evacuees was not widespread.
Smoking Issues
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5. As the Academy is council property smoking is prohibited on site. This meant people
wishing to smoke had to go off premises. This raised some safety concerns as in
leaving the premises could put said individual in danger. It also makes keeping track
of peoples’ location more difficult.
Language Issues
Building on issues raised in previous exercises, one of the attendees simulated an
evacuee who spoke little English. This brought up a number of issues around
language barriers and how one would cope with such a situation. These were
echoed by several evacuees, especially as Yarmouth has a high immigrant
population.
The rest centre was equipped with information sheets in multiple languages to help
to inform any individual of important information. However these were limited in
number, not widely distributed, and do not assist with additional communication.
Another suggestion was for staff and willing evacuees with additional languages to
wear tags bearing the appropriate national flag so that they can be identified and
approached if needed. Additionally, if the Wi-Fi is working, a person could use a
translator on a computer or mobile device, and converse with them in a simple
manner through that medium.
All three of these issues presented challenges during this exercise. Arrangements for
pets are well considered within the emergency plan and could be effectively handled
with a full array of rooms available. Safe space for smoking requires continued
vigilance and improved communication between staff to ensure that the lack of near-
by smoking space does not lead to missing or endangered evacuees. Language
constraints continue to represent a potential challenge with the rest centre reliant on
bi- and multi-lingual attendees to truly overcome them.
Feedback from the Observer:
(a) After briefing, volunteers all moved to their allocated roles and rooms – but left
all of their belongings in canteen area. While these were not in the way and
evacuees kept held of their belongings this limited testing of the Academy’s
capacity for safely storing valuables. There was a locked room and safe to store
belongings in a safe secure space however these procedures were not tested.
(b) Signage was, on the whole, good – but improvements need to be made:
• Although there were signs for a quite room, canteen, sleeping areas, toilets
etc, direction signs were less present and meant many evacuees had to be
directed to the rooms they required.
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6. • Smoking space - as the Academy and surrounding land is council property
smoking was not allowed on sight and so people had to go of sight to smoke.
This was not signposted and many people asked about it.
• The main entrance to the Academy was locked and evacuees were
supposed to use a side entrance into the sports hall. At the beginning this
was unclear but signposting was soon put up to direct people to the
alternative entrance.
• Apart from on the plan, the address and postcode for the building was not
written on a sign anywhere – if a person not familiar with the building needed
to call for help or to direct relatives etc, a clearly available sign with the name
and address of the building would be of help.
(c) Toilet facilities in general:
• Nobody was allocated to maintain toilet cleanliness, stocks of loo rolls, and
empty bins.
• A nappy bin in the disabled loo would be advised in the case of a real
evacuation.
(d) Refreshments were readily available and clearly signposted. The canteen was
the main area in use and so refreshments were easily accessible. The canteen
also catered for a range of dietary requirements with staff friendly and helpful.
(e) Bins – there were sufficient bins around the Academy for any rubbish that
needed disposing off.
(f) Floor walkers – need to be more attentive to evacuee needs – the Observer
heard several requests for information and updates on what was happening
outside but these were not relayed to the RCM. The Observer informed the
RCM that this needed to be done and it was actioned promptly.
• Of particular note here is the potential for improved coordination and
communication between floor walking staff. Whilst their presence, energy,
and assistance were noted as very good, forgotten tasks, mixed
communication, and low accountability were noted. Recording evacuee ID
numbers and staff responsible for assisting them would improve
accountability and greater communication between registration and floor
staff as well as regular staff meetings to communicate the various
situations in the rest centre will improve coordination and efficiency of
staff assistance.
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7. (g) Sleeping area - the main area for rest and for people to stay during an
evacuation was the sports hall; however this was not used by evacuees during
the exercise as most congregated in the canteen area.
(h) Entertainment and activities – there were some activities set up on arrival for
children, but after a while the children got bored of these. The Academy was
able to provide Nintendo DSs for the children to play. Additionally in a real
activation where the evacuees would be there for numerous hours, there was
also an area with games consoles.
(i) One of the situations involved a diabetic evacuee experiencing hypoglycaemic
shock whilst in the canteen. The nurse was initially occupied with another case,
raising questions of additional first aid trained staff. However she managed to
attend the scene promptly and administered first aid. Whilst initial care was
provided, there was no subsequent offer to move the man to a quieter area.
(j) The first aid area was placed in the canteen which afforded a clear presence and
quick access to people in need of first aid. A designated first aid room was
available should a situation arise requiring privacy.
(k) While having a nurse was extremely useful it was noted that in a real situation it
may be that a fully trained paramedic would need to be on sight to help deal with
some of the issues, especially when there are multiple first aid events occurring.
(l) Reception had no seating for people waiting to register. While this was not an
issue on the day as people got through quickly, if there was a large influx in a
real event standing queues may form which could pose difficulties for some
evacuees. While the rest centre plan does suggest using the canteen as an area
for those waiting to register, the fact that many registered volunteers were also
present in that area means some people may go unregistered..
(m) The availability of keys to certain rooms was often raised as an issue. In one
event a disabled lady was trapped in the disabled toilets and the RCM spent
some time having to locate the allen keys to get it open. This could cause
distress to the individual trapped in the toilet. It was suggested after that there
should be a set of keys in a known place, preferably the rest centre box.
(n) No TV or radio was set up to provide entertainment and/or information updates
for people. While RAYNET where active in the Academy and able to provide
updates there was little by way of dissemination or entertainment. However
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8. projectors are present in both the canteen and theatre room and would be
utilised in a real activation to provide entertainment and information updates.
(o) The information “desk” was located at the community entrance reception,
however while this was directly next to the sports hall, it was a long walk from the
canteen where most people congregated, meaning many evacuees were asking
floor walkers for information. The use of central information points in the canteen
would be beneficial here, for example using flip charts to provide information
updates.
(p) One scenario consisted of an evacuee with dementia continually walking off and
having to be brought back by staff. Another situation was organised for an
evacuee to walk off site and to be picked up by 4x4 Rescue. However the rest
centre staff were very observant, so much so that the volunteer could not make it
off site before being intercepted.
(q) In scenarios of missing people or pets, a full description was taken of the
subject, which was given to RAYNET to report out and 4x4 to be on the lookout.
The font desk staff were also informed in case they saw anyone matching the
descriptions.
(r) Another evacuee asked for reassurance about pets left at home and whether
someone would be able to go and get them. Assistance was offered by both
centre staff and the 4x4 team, who confirmed that they would only go and get
pets if directed to do so by the RCM and no human evacuees needed their
assistance at that point.
(s) During one scenario, an evacuee was looking for a place to pray and so was
directed to the quiet room. However other people in the area then complained as
he continued murmuring during prayer. This may necessitate an additional room
to accommodate those who wish to pray.
Feedback from Operation Debrief
Alison Billet called everyone together at 12:00 for a group debrief. Results of the
group debrief were:
Things that went well
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9. • The staff where very aware of situations occurring and the where about of
peoples.
• Dietary needs where met by the catering staff.
• Pets were well looked after and catered for.
• Staff were very polite and reassuring.
• Evacuees commented that they felt well informed and looked after.
• Entertainment was provided for children.
• Wheelchair friendly.
• Lots of parking available.
Things that could be improved
• There were comments that there need to be more regular updates about the
flood situation.
o This could have been run through RAYNET who could have given
more frequent updates and disseminated by rest centre staff. As with
the activation in 2013 the local news can provide more frequent new
updates.
• Special needs (such as medical needs) were not identified at check in, such as
the attendees with diabetes and dementia.
o Linking this information to ID numbers provides valuable information to
floor staff. However some evacuees may be reluctant to divulge any
special needs in such a public place.
• There was uncertainty around where to go to smoke.
o There needs to be more signing to make this clear, as staff often had to
explain to people. That smokers had to go off-site annoyed some
people, especially as there was no shelter provided to protect from
weather. Due to site constraints this is difficult to alter. .
• There was uncertainty of where to take pets to go to the toilet.
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10. o As with smoking, pets would have to of been taken off the premises.
This could pose safety issues and difficulty keeping track of people.
Dog fouling bags where available at the reception desk for those who
needed them.
• Some attendees mentioned that better signing was needed on arrival.
o Although there were a number of signs labelling areas, there were few
giving directions to these areas. Staff would often have to provide
directions.
• The nurse was often overstretched in her roll, having to deal with multiple first aid
situations.
o It would be useful to train some other members of staff in first aid or to
have a fully qualified paramedic on sight in a real life situation.
• Evacuees mentioned that the wifi was not accessible.
o This could be useful if people wanted to get updates and could relieve
some pressure on staff to produce updates. The RCM did mention that
in a real life situation a temporary wifi password would be created for
evacuees so they could gain access.
• The landline phone was not answered.
o While a mobile phone number was given to gain access to the RCM, in
a real emergency if mobile signal was down a landline may be the only
port of contact.
• On occasion there was lots of queuing to get registered, including someone using
sticks who struggled to stand for that period of time.
o Need a second reception desk if expecting lots of people would be
beneficial as well as someone to “triage” people outside the main room,
especially if hurt or unable to stand for many minutes.
General observations by the group:
• Many noted that more information updates were needed. Some evacuees had a
lack of information as they didn’t know where to walk their dog, smoke, or that
there were thermal blankets.
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11. • Staff were very helpful and provided information. If they didn’t know the answer to
a question they would do what they could to find out information and return to
inform evacuees promptly.
• Special needs information was not communicated between staff members. This
could be very important to know in a first aid situation. Linking this information to
registration ID and having regular (e.g. 30 minute), short meetings of staff to
disseminate case information between all staff would work to address this
challenge.
• Many noted that directions and signing needed to be better, both when trying to
find the entrance and inside when looking for quite room, toilet etc.
• Children were made comfortable and kept entertained.
• There needed to be more than one first aider on sight. Either have some more
first aid trained staff or a paramedic.
• The choice of refreshment was good as it catered to those with dietary
requirements as well as providing hot and cold drinks.
• There were good facilities for dogs.
Conclusions
The exercise achieved the desired objectives. In particular it provided valuable
experience in rest centre staffing for Academy and Rotary Club volunteers. The
issues raised above have given useful information for refining the rest centre plan in
preparation for future activations. In addition the wider exercise was a success and
provided important experience in the coordination and operation of a variety of
community groups. One factor which remains a challenge is engaging residents to
attend rest centres. One key challenge here is accessing community and resident
groups and working with them to disseminate information in the event of an
emergency.
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12. Appendix 1:
Exercise OVA UNITE Feedback re 3 Sept 2016 Scores 1 poor; to 5
excellent
Respondent
Number
Role Code Scores and comments
1 A EX Went well 4 Useful practice. Comms started slowly but OK
after
2 B OK 4, learned 5 , content overall 4 RC venue 4 Knowledge +1 to
4
3 B
4 C Ok 4, learned 3, GH good location 4, Net control 2, RC 5, E-mssg
via digital?
5 C Ex 3, own role 4, learning4, Good working practice4, Noisy- ask
for a quieter room at RC venue, messages could have been pre
written?
6 D Ok 4, learned 4, Radio task went well 4, Lost coms R St Mary;
lack of signage to Registration at RC; Venue and layout 5, admin
4, More Ex’s twice per year please.
7 E Good5, Role play fun 5, RC function well, 5, news updates good,
5
8 E Ok4, incs dealt with quickly, friendly kind volunteer staff, children
play accommodated after 20 mins, RC venue 5, processes 5,
9 F Ex 2, own role 4, learning 2, event duration 5, Good – quiet prayer
room, Lacked info point centrally, ID of foreign language speaker
not established? RC 2, admin 1. Knowledge before 1 after 3.
10 E Ex 2, Own role 5, learning 4, scenarios helpful, staff pleasant, fun.
Asthmatic play; staff forgot to retrieve inhaler, 1: venue 5
Registration 4, suggest first aid training for many; Exs re terrorism
and casualties. Knowledge before 1- after 4.
11 G Ex5, learned 5, venue 5, Ex play 4, assisted with 1st
aid, RC
Venue5
Registration 5, good communication. Knowledge Emergency resil
5.
12 G Ex4, learning 5, Play 5, able to deal with, fist aider required
(came later) Venue 5, processes 5, comms 5, went well and were
able to help those in need.
13 F Ex4, Role 5, Learning re Resil 3-5, Prayer room found, hygiene
q’s answered, gluten free food, sleeping separately; volunteers
may in future include deaf/partially sighted non-English speakers?
1 Eye rolling by EX staff asked about a disability issue (vuln
person).
Venue 4, Ex Admin 4, RC rules 3, TRAINING EX suggestions:
evacuees - people need high level of understanding, Dementia
awareness training; psycho-social skills..
14 H Ex 5, own role4, knowledge +5, pick up an Registration good,
didn’t get off site (staff did their job!) venue 5, processes 4,
suggest EXs
Re chemical spill & major fire.
15 H Ex4, learned 4, event content 5, Staff response speedy 5, first aid
needed more support , Fabulous venue 5, easy access disability
5,
All great at RC 5, knowledge from 1-4.
16 H Ex3, own role5, No learning 0, no updates 1, Nurse good5, loss of
dog 1, needed reassurance, venue 5, Registration slow 2, couldn’t
spell; admin 1, Log issues; no quick passing of messages.
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13. Knowledge before 1 after 3.
17 H Ex 3, own role 5, learning3, too short time3, info 5, communication
in Rc staff/log needed to work better 3, need clearer signage for
areas, more clear and defined areas needed at venue,4, good
work – needed streamlining and coordination. Knowledge bef 2
after 4.
18 G Role was a challenge3, learning 4, Ex play 4, good space and
turnout, Venue 4, Venue layout 4, Registration 5, Admin /comms4,
Knowledge before 2 after 4.
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