Crisis Management Policy


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Crisis Management Policy

  1. 1. Crisis Management Policy & Framework Yam Guan Shyh Head, Emergency Management Divison CAA 081007 OSHE
  2. 2. Office of Safety, Health & Environment (Main Office) Basement, Alumni House UCC Emergency Management Division No 2, Prince George’s Park
  3. 3. Emergency Management Division Yam Guan Shyh Ext 1290 Emergency Management g y g Louise Ngg Ext 8108 Coordinator/Administration Executive In I 2008 Emergency Planning & Fire Safety Management g Mohammad Hairulnizam H i l i Bin Ishak Fazulee Bin Ravindran S/O Ext 7725 Abdul Sockalingam Rahman Ext 1501 Ext 7115 Executive Life Safety of University’s / In 2008 Caring Action in Students’ Event / Activities Response to Mohammad Emergency Hairulnizam Fazulee Bin Bin Ishak (CARE) Ext 7725 Abdul Rahman Managed by Counselling Centre Ext E t 7115
  4. 4. The 4 PRINCIPLES 1. Save Lives 2. Minimize Damages to Property 3. Safeguard Reputation of NUS 4. Business C ti it 4 B i Continuity
  5. 5. Business Continuity B i C ti it Encompasses Crisis & Emergency Management Preparedness Response Post Management 1. Make Plans (ERP & BCP) Response (IADA) 1. Resumption 2. 2 Budgeting B d ti 1. 1 Initiation / Notification 2. 2 Restoration 3. Co-ordinate 2. Assessment 3. Documentation 4. Prepare site 3. Decision 4. Debrief 5. Prepare equipment & stock - Define objective 5. Lessons learnt 6. 6 Train t ff T i staff - Priority and task list 6. 6 Legal follow up follow-up 7. Exercises & drills - Resources 7. Compensation 8. Monitor & resolve ‘Red - Communication plan 8. Follow-up CARE, Flag’ - Coordinating instruction counselling 4. 4 Act (Areas of Training: - Resource Mobilisation Crisis Management, Crisis - Resource Deployment Communication, CARE, Hotline Manning, use of equipment, g, q p , updating of records & contact (Activate ERP & BCP) numbers)
  6. 6. CRISIS COMMUNICATION FRAMWORK PRE-CRISIS CRISIS POST-CRISIS 1. Education & Promote Awareness 1. Managing Crisis 1. Recovery 2. Build Competency & Confidence 2. Ensure Business 2. Lesson Learnt through training Continuity 3. Refine SOP & ERP 3. Prepare Emergency Response Plan 3. Recovery 4. Dissemination & Update 4 4. Look out for Early Warning Indicators 5. Resolve Potential Crisis before it erupts 1. Staff 2. Students STAKEHOLDERS 3. Parents & Families 4. Business Partners (Academic & Research Institutions, Suppliers & Service Providers) 5. 5 Alumni 6. Ministries (MOE, MOH, Police, etc) 7. Public OSHE – NUS & Ministries (MOE MOH etc) (MOE, MOH, OSHE – NUS & Ministries OSHE – NUS & Ministries (MOE, MOH, etc) Faculties, Schs, Depts & Offices Internal stakeholders - Staff, Students Faculties, Schs, Depts & Faculties, Schs, Depts & External stakeholders – Media, Parents & Families of Offices – Staff, Students & Offices – Staff Students & Staff, affected students Business Partners students, Business Partners Business Partners OCR – Support, assist & advise Faculties & EOC in OCR – External (Parents of OCR – External (Parents of dealing with: NUS students in general, NUS students in general, External stakeholders - Media, Public, Business Public & Ministries) Public & Ministries) Partners, concerning Parents & Families of NUS Students & Staff in general Internal stakeholders - Staff & Students, Alumni
  7. 7. Our Businesses Emergency Preparedness Planning & Responses C.A.R.E. C A R E (working closely with Counselling Centre) Fire Safety Life Safety Infrastructure University, University Staff’s & Students’ Events Inspections & Audits I ti A dit Training, Drills & Exercises
  8. 8. ALERT LEVELS Incidents vary by their nature and the level of response required. i d To determine the appropriate response an incident must be classified according to its characteristics. In NUS, incidents can be classified into three types: • Level 1: Minor Incident • L Level 2: Emergency l2 E • Level 3: Crisis
  9. 9. NUS CHAIN OF COMMAND IN AN INCIDENT/ EMERGENCY/ CRISIS CRISIS HEADED / LEVEL COMMANDED BY University Board of y Trustees Crisis Executive Group III NUS President Crisis & Emergency CEM Director II & III Management Team (Dir, (Di OSHE) Unit’s Incident Incident Commander I, II & III Crisis Committee (Vice Deans/HODs/Hall Masters/ Snr Mgr, Campus Security)
  10. 10. Level 1 Incident Response Organization • Event is a localized event with limited impact to the university. • Routine response to a routine and contained event. • Crisis Management Plan is not activated. • RResponse i i t is internal within d l ithi department with external assistance t t ith t l i t from Campus Security, if deemed necessary. A Level 1 incident has little or no impact on personnel or property or normal operations within or outside the locally affected area. p y Examples of Level 1 Incidents are: a p o d a Localized chemical spill, small fire in the lab, localized power failure, trips and falls, minor injuries, etc p , j ,
  11. 11. Level 2 Emergency Response Organization • An Emergency is a serious event that disrupts one or more operations of the university. • Level 2 Emergencies may escalate quickly and have serious consequences for mission-critical functions, or may threaten life safety. • Crisis Management Plan is activated to the extent as deemed necessary. g y • Emergency Response is coordinated by Crisis & Emergency Management • Di ecto and assisted by Crisis & Emergency Management Team and the Director b C isis Eme genc Emergency Response Groups • Commanded by CEM Director. DP (Admin) and VP (CI) will be informed and updated regularly. Examples of Level 2 Emergencies are: a p o g a Structural fire, accidents resulting in serious injuries, major chemical spills or attempted suicide or any incident that may pose a threat to the reputation of p y yp p the university.
  12. 12. Level 3 Crisis Response Organization • A Crisis is a serious event that severely impairs or halts the operations of the university and/or has an impact on the surrounding community community. • It is typically a situation that is presently or soon to be going out of control. Normal university operations are suspended. • They have the potential to negatively affect the reputation or credibility of the University. • Crisis Management Plan is activated. • Managed by NUS President and assisted by DP (Admin)/VP(CI) & CEM g y y ( )/ ( ) Director. • Coordinated by CEM Team. • Emergency Operations Centre with CEM Team & CEM Committee members as required. Examples of Level 3 Disasters are: Multi-structural fire, major explosion, major hazardous material release, multiple dea s o injuries involving s a o s ude s, terrorism incident, u p e deaths or ju es o g staff or students, e o s c de , disease/epidemics, any national level disasters etc
  13. 13. CRISIS & EMERGENCY COMMAND STRUCTURE CRISIS EXECUTIVE GROUP (CEG) Office of Corporate Legal Counsel Relations CRISIS & EMERGENCY MANAGEMENT TEAM (CEM TEAM) Corporate Information * Media Relations * Liaison to University Groups Liaison to External Agencies Planning Team Resource/Logistic Team Operations Team Finance/Admin Team OSHE (CARE) OED OSHE (EM) * OFS Campus Security CCE Campus Security * OHR IRO OSHE (CARE) * RO OED OED OFS OSA OHR Unit’s Incident Crisis OSA Committee members RO NUSSU (when required)
  14. 14. NUS Crisis Executive Group (CEG) Chairperson: NUS President / SDP (Vice Chairperson) Team 1 Team 2 DP (Admin) Provost DP (Research & Technology) VP (C (Campus Infrastructure) I f t t ) VP, OHR CEO, NUS Enterprise Deputy Director, OHR Deputy Director, OSA Dean of Students, OSA f d Deputy Director, CCE Director, CCE Deputy Director, IRO Director, IRO Deputy Director, OCR Director, Director OCR Senior M S i Manager, OED Director, OED Deputy Director, OFS Director, OFS Director, OSHE Deputy Registrar, RO Registrar, RO Manager, DP (Admin) Manager, President’s Office Manager, Provost’s Office Senior Manager, OSHE (Secretary) Crisis Executive Group (CEG) is the highest level of campus authority to approve or endorse overall priorities and strategies as warranted by situation.
  15. 15. NUS Overall Crisis & Emergency Management Team (CEM Team) In his absence, one of the following shall serve as Crisis & Emergency Management Director. CEM Director • Senior Manager (Emergency Management), OSHE • Senior Manager, Campus Security Senior Manager (Emergency CARE Management) Facilitator Counselling Centre NUS-wide NUS-wide NUS-wide NUS-wide Planning Admin/Finance Logistics Operations
  16. 16. CEM Team Team 1 Team 2 Director, OSHE ( i i OS (Director) ) Senior M S i Manager(EM), OSHE (D (EM) (Deputy) t ) Deputy Director, IRO Senior Manager, IRO Head, Counseling Centre Counselor, Counseling Centre Head, Media, OCR Head, Corporate Information, OCR Senior Manager, Campus Security Officer, Campus Security Senior Manager, OED Senior Manager, OED Senior Manager, OFS Senior Manager, OFS Senior Manager, OHR Senior M S i Manager, OHR Senior Manager, OSA Senior Manager, OSA Senior Manager, RO Manager, RO Manager, Manager CCE Manager, CCE Manager/Facilitator, CARE, OSHE President, NUSSU Head, University Health and Wellness Centre is designated as CEM Team medical advisor.
  17. 17. Unit Incident Crisis Committee Unit Incident Commander Deputy Unit Incident Commander Planning Admin/Finance Logistics Operations Policy & SOPs Cost Tracking Supplies Processes Contingency Plans Documentation Resources Information Situation Analysis C.A.R.E. Team Unit Incident Commander may assign one or more than one Dy Incident Commanders. y
  18. 18. RESPONSIBILITIES OF THE UNIT INCIDENT COMMANDER 1. Coordinating the support of Campus Security Services and the departments Crisis Committees, where applicable. 2. Briefing his various team leaders, by providing information and updates, etc. 3. Determining who should have access to the site. 4. Serving as a liaison with the CEM and External Emergency Response Agencies. 5. Being available at all times to act as a site contact. g 6. Providing for the logistical requirements of event containment and management, including establishing sites for response p g , g g p personnel and functions. 7. Establishing a staging area (if required) for equipment and personnel by notifying the Emergency Response Groups of its requirements and possible locations.
  19. 19. Members of th U it Crisis Committee M b f the Unit C i i C itt • Faculty Administrative and Academic Staff y • Faculty Safety Committee Members • Faculty Safety Officers • Fire Safety Coordinators and Fire Wardens • CARE Team Crisis Committee coordinates essential advice and provides emergency information, resources and services to manage the incident.
  20. 20. CRISIS MANAGEMENT COURSE ‘Crisis Management: Business As Usual’ Schedule of Courses 18th Run: Thu 25 – Fri 26 Oct 07 - EOC Room at 2 PGP 19th Run: Thu 15 – Fri 16 Nov 07 - EOC Room at 2 PGP 20th Run: Mon 26 – Tue 27 Nov 07 - EOC Room at 2 PGP
  21. 21. Crisis management Framework & Policy g y Crisis Management Framework (CMF) Launched on 24 March 2005 Crisis Policy An integral part of CMF Outlines the “rules of engagement” Important component of crisis preparation Publicly available Inputs from OCR, OED, OHR, OLA, OSA, RO & UHWC. Approved by SMM on 17 Aug 06 Crisis Manual Contains info on CMF Policy included y Distributed to key staff only
  22. 22. Highlights of Crisis Policy – Polic General Issues NUS shall establish a framework to manage crisis and emergencies emergencies. Responsibility of unit Each unit is responsible for its staff & students. Each unit must develop its own emergency response plan. Affected unit takes responsibility for management of incidents, establishes its own incident command structure, set aside f d for emergency use. t t t id funds f
  23. 23. Highlights of Crisis Policy – Resource Issues Finance – NUS Crisis Fund ($500k) to be used for Level 2 & 3 incidents, subject to approval of DP (Admin). incidents (Admin) Manpower Crisis Executive Group (Team 1 & Team 2) Crisis & Emergency management Team (Team 1 & Team 2) Faculty Incident commanders Others Emergency housing & shelter Transportation
  24. 24. Highlights of Crisis Policy – Media Relations Dealing with Media All statements and briefings to media – through OCR. A designated officer to provide facts and relevant information to OCR. Official spokesperson will depend on the nature of the crisis and must be cleared by NUS President or his y designate.
  25. 25. PRESS STATEMENT Day/Month/Year INCIDENT AT NUS At about ____________ (time/day), ___________(what type of incident and short description- eg fire, fight broke out, explosion occurred) in ______________ (where – eg a laboratory at NUS Faculty of XXX/ third- floor unit of block 1 at NUS Prince George’s Park Residences, Kent Ridge campus). George s The incident occurred when __________________ (brief description of activity when the incident occurred.) _____________(Number of casualties sustained injury – eg. Three staff members in the laboratory/Two residents at the unit sustained injury) and were promptly sent to _____________ (which hospital eg. National University Hospital) for medical treatment. NUS is investigating the incident. For more information please contact: information, Leila Thayalan Head, Media Relations Office of Corporate Relations National University of Singapore Tel: 6516-8163; Mobile: 9689-1205 Or Lawrence Chai Manager, Media Relations Office of Corporate Relations National University of Singapore Tel: 6516-1355; Mobile: 9734-6818
  26. 26. Highlights of Crisis Policy – Other issues Release of Personal and Academic Data on a need-to- know basis. Mandatory Medical Assessment & Therapeutic Intervention. Head of Unit is empowered to require a medical assessment by referral to UHWC. UHWC 1st time assessment cost borne by Unit. On-going treatment cost borne by individual according to existing medical benefit scheme. Those posing risk to self and others and refuse to seek treatment will be dealt with according to disciplinary procedures. procedures
  27. 27. Highlights of Crisis Policy – Other issues Mandatory Leave of Absence (LoA) Head of Unit may mandate a leave of absence to secure safety y y and well being of staff and students. Number of days – to be determined in consultation with OHR (staff) or RO (students). (students) LoA to be documented by the unit. Purpose and li it ti P d limitations of th L A are t b explained at f the LoA to be l i d t interview. Return to work or study Unit responsible for allowing staff or students to return to work or study after consultation with relevant medical professionals. Unit to ensure safe transition back to work / studies.
  28. 28. Highlights of Crisis Policy - Other issues Actions taken during emergencies NUS reserves the right to take any action it deems necessary to resolve or contain such emergency. l i h Include I l d requesting f ti from students, staff or visitors t d t t ff i it information (e.g. contact details, addresses, tracking o of movement) t at will ass st in preserving safety. o e e t) that assist p ese g sa ety Those who refuse to cooperate will be refused non- p emergency services and/or entry into its premises.
  29. 29. Crisis Manual Crisis Policy Roles & Responsibilities Definition of Alert Levels Incident Command Structure Chain of Command Emergency Operations Centre (EOC) Crisis Communication Generic Emergency Response Plan Activation Notification Assessing the situation Planning the response l h Resource Mobilization and Deployment Recovery & Restoration y
  30. 30. CARE – Caring Actions in Response to an Emergency C i i i • Offer first aid help for social welfare & emotional trauma. • Support and guide those affected. • Refer those who need more help to professional services. • Having a seamless continuum of care, making sure people recover well, and can continue with life and work.
  31. 31. Who C.A.R.E.s? C A R E s? Incident Commanders C.A.R.E. Advisory y • Counseling Centre • OSHE Manager C.A.R.E. C A R E Members • Appointed Staff in the Faculty/Dept/Sch/Office. • Student Leaders & Students should be trained.
  32. 32. OSHE s OSHE’s Role in CARE C.A.R.E. Approach Education Response in Crisis/ Recovery Emergency 1. For C.A.R.E. members 2. For Incident Commanders 1. Victims 3. Awareness for 2. 2 Victims Victims’ family CARE members • Crisis Committees 3. Students Counselling Centre • General staff 4. Staff • Students UHWC (Psychiatrist) Three courses to prepare CARE members: 1. Mental Health First Aid (MHFA) Course (For NUS staff & students) 2. Managing Crisis Reactions Course (Trauma Care) 3. Managing Crisis Reactions & Response Planning for Incident Commanders
  33. 33. Building B ilding Management Structure St ct e OSHE FoE FoS SoM OTHERS HALLS (Faculty Fire (Faculty Fire (Faculty Fire (Faculty/ Dept/ (Hall Fire Safety Safety Safety R.I Safety Coordinator) Coordinator) Coordinator) Fire Safety Coordinator) Coordinator) BLOCK (s) Building (Assistant Fire Fire Safety Safety Coordinator Coordinator) Fire Warden (s) Fire Warden (s) Fire Warden (s) Fire Warden (s) (YIH, 2nd & ( , Fire Wardens Fire Wardens Fire Wardens (YIH 1st fl ) (YIH, floor) (YIH 2nd fl ) (YIH, floor) (YIH 3rd fl ) (YIH, floor) 3rd floor) (1st Floor) (2nd Floor) (3rd Floor) • OSA • OSA • UHWC • NUSSU Clubs MULTI-TENANT BUILDING (S) MULTI TENANT SINGLE TENANT BUILDING(S) SINGLE-TENANT
  34. 34. Fire Safety Training Fire Safety Education Course (Level 1) General awareness and skills for fire safety and fire fighting Fire Warden Training Course (Level 2) Roles and responsibilities of Building Fire Warden Warden. Fire Safety Coordinator Course (Level 3) Prepares building representatives for their role in campus emergency/disaster preparedness. They prepare building response plans and coordinate education and planning for all building occupants
  35. 35. Notification / Activation Process 1st Responder on Site Campus Security Unit Incident Commander 6874 1616 Unit Incident SCDF/Police/Ambulance & Crisis CEM Committee (UICC) Operations Planning Finance/ Resource/ OSHE (EM) OSHE (CARE) Admin Logistic Campus Security Campus Security OFN OED OSHE (CARE) IRO OHR CCE OED OED RO O OSA OFN Unit ICC OHR members OSA RO NUSSU (when required)
  36. 36. Overview of Crisis EVENT Management Activation Campus Security Notified Campus Security will conduct Initial Assessment with Dept LEVEL 1 (Incident) Response Leaders Campus Security and / or Unit responds •Summons External Security Manager Emergency Responders Notified & Assesses Situation •Notifies Security Manager •Conducts Follow Up with Notifies CEM Director and Manager. all relevant parties Emergency Management •Follows written protocol If Level 1 Establish EOC Incident is not stabilized by If Level 2 Emergency is not H+6 hrs LEVEL 2 (Emergency) LEVEL 3 (Crisis) stabilized by H+48 hrs Security Manager and/or CEM Director Activates Manager, EM meets with CEG & EOC, meet with Vice Dean/CEM Director CEM Team Briefings with CEM Team LEVEL 3 (Crisis) LEVEL 2 (Emergency) Crisis Executive Group CEM Director briefs CEM Briefs Board of Members Relevant Team Trustees, Ministries and Personnel Attends University to Event Site Relevant Team Personnel to designated location Relevant Team Personnel Respond to Event Effects
  37. 37. Life Safety for Staff’s & Students’ Event Events Requiring Safety Approval Temporary Change of Use Events which t E t hi h temporarily change the use of an area within a il h th f ithi building or an outdoor area where temporary / makeshift structures (e.g tents, stages, booths, stalls) are erected. Example : Bazaars Stage Shows, Promotional Activities, Bazaars, Shows Activities Carnivals, Nobel’s prize exhibition, NUS Open House, etc. Indoor / Outdoor Activities Any activities approved by the appropriate University official, activities, official which present inherent risk to life and property. Example : Night cycling, Dart Competition, BBQ, Road Relay, Overseas Expeditions, Mass Swim, NUS Biatheron etc Expeditions Swim Biatheron, etc.
  38. 38. Events not requiring safety approval • Common activities held at facilities that is purpose-built for holding such event Example: Auditorium, classroom, computer lab, theatre. • Sport events which are held at field of stadium, school or clubs • Communal dinner, gatherings, receptions
  39. 39. Life Safety For Students’ Activities/Events When planning for an event: o Determine Command & Control Organisation Structure • Supervising Officer / Advisor - Incident Commander • Organising Chairperson/ Event Director • Safety Officer • Other Committee M Oth C itt Members b o Establish reporting channel & flow o Obtain Approval from: • Supervising Officer / Advisor / Hall Master • Use of Venue/Places & Facility in Campus - OED • Assistance of Campus Security - Campus Security • Safety Clearance f l - EM, OOSHE • Venue Outside Campus - Relevant Agencies • Use of Public Road - LTA, Traffic Police ,
  40. 40. Life Safety For Students’ & Staff’s Activities/Events Templates Available • Risk Assessment Work Sheet For Students Students’ Event/Activity (self assessment) • Event Ri k A E t Risk Assessment F t Form (ERAF) – online li RAFS/NewForm.htm • Safety Management Plan (attached with Safety Planning Considerations) g ) • Crisis Management Plan
  41. 41. Thank You