PPT_Follow safety security proc_270115.pptx

FOLLOW SAFETY AND
SECURITY PROCEDURES
D2.TCC.CL1.04
Slide 1

Follow safety and security
procedures
This Unit comprises four
Elements :
1. Identify safety and security
requirements
2. Follow preventative safety
and security procedures
3. Respond to emergency
situations
4. Provide feedback to
management on safety and
security procedures.
Slide 2

Assessment
Assessment for this unit may
include:
 Oral questions
 Written questions
 Work projects
 Workplace observation of
practical skills
 Practical exercises
 Formal report from
employer/supervisor.
Slide 3

Element 1 – Identify safety and
security requirements
Performance Criteria for this
Element are:
 Describe legislated safety and
 Describe host enterprise
safety and security policies
and procedures
 Identify resources available to
support required safety and
security procedures
(Continued)
Slide 4

Element 1 – Identify safety and
 Explain consequences of
failing to follow safety and
security procedures
 Clarify individual scope of
authority and responsibility in
relation to safety and security
 Acquire safety and security
information relevant to tour,
trip or event about to be
undertaken.
Slide 5

Describe legislated safety and
‘Legislated sources’ refers to:
 Acts
 Regulations
 Compulsory ‘Codes’.
Slide 6

Ways to identify legislated
requirements:
 Contact authorities
 Speak to industry bodies
 Communicate with
management and trainers
 Talk to other operators
 Use legal adviser.
Slide 7

Objectives of legislation:
 Protect workers and members
of the public
 Present advice to optimise
safety and security
 Create confidence
 Provide penalties for
breaches and non-
compliance.
Slide 8

Penalties for non-compliance:
 Fines
 Orders
 Gaol
 Combination of the above.
Slide 9

Where businesses or employees
break the law they may face:
 Criminal action
and/or
 Civil action.
Slide 10

All employees are under
common law ‘Duty of Care’
obligations to:
 Create/maintain safe
workplace
 Avoid causing foreseeable
harm.
Slide 11

Action for breach of Duty of Care:
 Can be for negligence, breach
of contract or defamation
 Can result in payment of
damages and/or issuing of
injunctions.
Slide 12

‘Corporate governance’
requirements require operators to:
 Exercise due diligence
 Ensure compliance with
legislation
 Conduct business in an ethical
manner
 Balance the needs/aims of the
business with those of
others/the law.
Slide 13

Describe host enterprise safety and
security policies and procedures
Polices and procedures are
developed to:
 Comply with legislated
requirements
 Reduce the likelihood of
accidents and injury
 Enable consistent and
standardised dealing
with/handling of common
problems
 Increase efficiency and
effectiveness
(Continued)
Slide 14

 Reflect the unique nature of
organisations
 Facilitate staff training
 Demonstrate good corporate
governance.
Slide 15

Ways to disseminate safety/security
protocols:
 Informing employees as part of
standard Induction and orientation
 Requiring staff to participate in
mandatory ‘safety and security’ training
 Encouraging employees to raise safety
and security concerns
 Making ‘safety and security’ a regular
agenda item
(Continued)
Slide 16

 Encouraging establishment of
workplace-based ‘Safety and
Security’ teams or committees
 Including requirements in
workplace locations
 Using workplace
documentation/plans
 Using managers/supervisors
to explain and demonstrate
requirements.
Slide 17

Risk management is increasingly important:
 Businesses seek to protect their assets
 Organisations seek to demonstrate ‘due
diligence’ discharge of ‘Duty of Care’
obligations
 Businesses want to be responsible
corporate citizens
 Insurance companies impose certain risk
management requirements
 The legal system places obligations on
businesses to be responsible and
accountable.
Slide 18

Risk = any hazard or source of
danger with the potential to
adversely impact on :
 The operation of the business
and/or
 Outcomes of a business
which prevent it achieving its
identified goals and objectives.
Slide 19

Risk management:
 Is a proactive thing for
businesses to do
• Being proactive is opposite
to, and better than, being
reactive
 Is the term used to describe
activities undertaken to
address identified
hazards/sources of
danger/threats.
Slide 20

Risk assessment activities:
 Risk identification
 Risk assessment/analysis
 Development of controls
 Monitoring of implementation of
controls
 Monitoring for new/changed risk or
threats
 Reviewing practices and context.
Slide 21

Risk evaluation:
 Is always a judgement call
 Calculates priorities for
identified risks
 Must be based on ‘reality’
 Determines risk management
control/s.
Slide 22

Risk prioritisation:
 Determines sequence in
which risks are to be
addressed
 Involves calculating cost of
taking action against cost of
not taking action
 Can occur by classification or
number.
Slide 23

Risk analysis considerations:
 Exposure to loss or liability
 Causes of loss or liability
 When damage or loss might
occur
 Financial consequences that
could occur
 Potential damage to reputation
 Maximum possible loss.
Slide 24

Businesses must prepare for
loss/liability to:
 Demonstrate due diligence
 Be a responsible corporate citizen
 Comply with externally imposed
obligations
 Set aside funds to cope
 Enable prompt response in a loss
event
 Ensure ongoing business viability.
Slide 25

A risk may be classified as ‘acceptable’
because:
 Risk level is so low it does not warrant
spending time and money to treat it
 Risk is low and benefits of retaining the
risk outweigh the cost of treating it
 Opportunities presented are much
greater than the threat
 Likelihood of occurrence is low/very low
 Consequence is small/low or otherwise
acceptable.
Slide 26

Key risk management points:
 All unacceptable risks must be
addressed
 Controls need to be
determined case-by-case –
there is no one/single method
suitable for all risk
 What was acceptable/suitable
least time may/will not be
acceptable/suitable next time.
Slide 27

Risk treatment options:
 Risk avoidance
 Retaining the risk
(Continued)
Slide 28

 Transferring the risk
 Deferring the risk
(Continued)
Slide 29

 Controlling the risk:
• Reducing likelihood
• Reducing consequences
• Reducing both
 Also called ‘risk reduction’
(Continued)
Slide 30

 Loss prevention strategies for
physical products
 Risk financing
 Spreading the risk.
Slide 31

PPE = Personal protective
equipment and clothing.
Most businesses have PPE
policies and procedures for:
 Customers/tour group
members
 Staff.
Slide 32

Hierarchy of Controls:
1. Elimination
2. Substitution
3. Isolation
4. Engineering controls
5. Administrative controls
6. PPE.
Slide 33

Examples of PPE:
 Protective eyewear
 Clothing, hats and helmets
 Protectors and harnesses
 Protective gloves and
footwear
 Hearing and respiratory
protection
 Sunscreen and insect
repellent.
Slide 34

Use of PPE policies/procedures will
address:
 Mandatory use/wearing of items
 Identification of those to use/wear items
 Nomination of when items to be
used/worn
 Instructions for use
 Penalties for non-compliance
 Location of items
 Inspection, maintenance/service.
Slide 35

Other safety/security-related
policies and procedures can
relate to:
 Safe work techniques
 Customer pre-requisites
(Continued)
Slide 36

 Emergency procedures
 Dealing with death on tour
(Continued)
Slide 37

 Personal safety and security
• Identifying threats and
issues
• Providing suitable facilities
• Training
• Providing advice and
information
(Continued)
Slide 38

 Pre-departure checks
• Identify and understand
the requirements for each
tour/trip
• Prepare requirements and
resources
• Load required equipment
and resources
• Complete required internal
documentation
(Continued)
Slide 39

 Pre-activity checks:
• Assessment of customers
• Assessment of vehicle
safety and security
• Equipment and facilities
checks
• Assessment of immediate
and surrounding
environment
(Continued)
Slide 40

 Catering for disabled
customers/tour group
members:
• Development of suitable
packages
• Inclusion of suitable
activities/facilities
• Provision of relevant
training
• Provision of relevant
support
(Continued)
Slide 41

 Travel insurance:
• Promotion of same to
customers
• Training
(Continued)
Slide 42

 Obtaining necessary approvals
from authorities:
• Nomination of ‘persons
responsible’ for doing so
• Specification of application
practices
• Filing and forwarding
approvals received
(Continued)
Slide 43

 Communicating with media
after an event/incident:
• Name of nominated person
• Need to never admit liability
• Identification of facts which
can be released
• Internal protocols
• Contact protocols
• Training
(Continued)
Slide 44

 Ethical operation of the business:
• Training of staff
• Need for openness, honesty
and transparency
• Details of
advertising/promotion
undertaken
• Handling of issues/problems
and complaints
• Prioritising safety/security of
customers
Slide 45

Identify resources available to
support safety/security procedures
Training – the main resource,
must address:
 Skills
 Attitude
 Knowledge.
Slide 46

Training delivery maybe via:
 Demonstration and drill
 Role plays
 Case studies
 Practical exercises
 Explanations
 Discussions.
Slide 47

Training may feature:
 On-the-job training
 Workplace coaching
 Buddying-up
 Formal/accredited courses
 Non-accredited training
 Formal and informal
assessment.
Slide 48

PPE – support required to:
 Know how to use and instruct
others in use
 Ensure regular inspections,
testing and maintenance
 Make sure all items are
‘suitable’/fit for task
 Guarantee sufficient numbers
 Have them available as/when
needed.
Slide 49

Plans are also a
valuable/necessary resource:
 EMPs
 Contingency plans.
Slide 50

Contingency plans commonly prepared
for:
 Plant/equipment faults and
malfunctions
 Adverse weather
 Unexpected (but predictable) issues
 Data loss
 Power failure
 Loss of key staff
 Disaster recovery.
Slide 51

Businesses also use
equipment/systems to support
safety and security based on:
 Previous experience
 Risk analysis results
 Funds
 Location of risk.
Slide 52

‘Documents’ are another
important resource:
 Posters
 Checklists
 General advisory/safety
handouts
 Information sheets
 In-country advice.
Slide 53

Explain consequences of failing to
follow safety/security procedures
It is vital to know consequences of not
adhering to requirements of
safety/security protocols in order to:
 Be able to explain to other
employees
 Be able to describe/demonstrate to
customers
 Motivate people to comply
 Enhance personal job satisfaction
 Avoid negative outcomes.
Slide 54

Possible negative consequences
of failing to comply with safety
and security requirements:
 Need for business to make
insurance claims
 Need to help customers lodge
insurance claims
 Loss or damage to items
(Continued)
Slide 55

 Personal impact:
• Injury, illness or death
 Legal action – criminal and/or
civil
 Damage to business
image/reputation
 Disciplinary action
 Job loss.
Slide 56

Clarify individual scope of authority
and responsibility
‘Scope of authority and
responsibility’:
 Permission given to a
person/position to act on
behalf of the organisation
without reference to anyone
else
 Equivalent to delegated
authority.
Slide 57

and responsibility
Must know personal scope in
order to:
 Work as expected
 Not exceed authority
 Integrate actions taken with
other scopes of other staff
 Have confidence in action
taken
 Know individual limits.
Slide 58

and responsibility
Ways to identify personal scope
of authority:
 As part of Induction and
Orientation
 Through internal training
 Via discussions with
others/management
 Reading relevant workplace
documents.
Slide 59

and responsibility
Generally:
 New staff have less scope
than more experienced staff
 Lower positions have fewer
permissions/responsibilities
 Everyone is expected to use
common sense when using
their scope
 Employers expect ‘intelligent
initiative’ to be exercised.
Slide 60

and responsibility
Possible inclusions in scopes of
authority/responsibility:
 Authority/ability to act in an
emergency
 Levels of legal liability and
responsibility
 Guidelines about
circumstances which trigger
action/permissions
(Continued)
Slide 61

and responsibility
 Examples of actions which
are authorised/approved
 Identification of operational
parameters
 Identification of issues where
referral to management/others
is required.
Slide 62

Acquire safety/security information
relevant to tour to be undertaken
Safety/security information is
required to address two keys:
 Generic information
 Current information.
Slide 63

Information for an upcoming
tour/trip required to:
 Discharge ‘Duty of Care’
 Comply with organisational
protocols
 Allow sharing of knowledge
 Determine initiation of trip/tour
(Continued)
Slide 64

 Identify information which
needs to be shared with tour
group
 Ensure available PPE
matches identified
requirements based on
knowledge of trip/tour
 Integrate trip/tour knowledge
with other knowledge and/or
organisational plans.
Slide 65

Ways to source trip/tour
information:
 Telephoning
attractions/destinations
 Monitoring environment
 Doing online research
 Accessing databases
 Speaking with staff
(Continued)
Slide 66

 Chatting with returning tour
groups
 Talking to more senior
employees
 Reading promotional
material/s
 Visiting destinations.
Slide 67

Information may encompass:
 Familiarisation with equipment
 Weather details
 Contact details for emergency
services
 Communications systems
(Continued)
Slide 68

 ‘Local’ information
 Potential risks:
• Environmental risks
• Physical risks
• Social risks
• Cultural risks
• Travel risks
• Operational risks.
Slide 69

Summary – Element 1
When identifying safety and security
requirements:
 Determine applicable legislation
and internal demands
 Be alert to need to discharge Duty
of Care and corporate governance
requirements
 Ascertain applicable organisational
policies and procedures
 Comply with standard risk
management protocols
(Continued)
Slide 70

 Establish required PPE for
tours, trips, activities and
special needs occasions and
events
 Determine customer pre-
requisites for activities and
inclusions
 Learn organisational protocols
for dealing with emergencies
 Obtain necessary training
(Continued)
Slide 71

 Identify resources to support
implementation of required
procedures
 Undertake mandatory pre-
departure and pre-activity
checks
 Take into account special
needs of customers
 Be alert to
recommending/selling travel
insurance to tour group
members/travellers
(Continued)
Slide 72

 Obtain necessary approval/s
from authorities, agencies,
countries/governments
 Conduct the business in an
ethical manner
 Complete necessary/required
documentation to
support/verify safety and
security protocols
(Continued)
Slide 73

 Advise others about required
safety and security practices
and procedures
 Act within designated scope
of authority but show
common sense and initiative
 Obtain hard copy safety and
security information for
distribution to customers and
for use on tour.
Slide 74

Element 2 – Follow preventative
safety and security procedures
Element are:
 Provide safety and security
information to customers
 Follow designated safety and
security checks
 Follow required safety and
security control procedures
 Take action to address routine
identified risks and security
breaches
(Continued)
Slide 75

Element 2 – Follow preventative
 Investigate suspicious
persons and abnormal
situations
 Seek assistance to address
safety and security needs
from relevant personnel
 Report serious risks, hazards
and security breaches
 Complete documentation to
record safety and security
action undertaken.
Slide 76

Provide safety and security
Need to be proactive in relation
to safety and security:
 To demonstrate/discharge
compliance
 To give customers
confidence/assurance
 To advise, assist and educate
customers
(Continued)
Slide 77

 To show planning and
preparation has been
undertaken
 To help ‘set the scene’ for the
trip/tour
 To underpin claims made
about safety/security
 To prevent problems arising in
the first place.
Slide 78

Provision of information often
occurs at a pre-departure/on-
departure briefing and may entail:
 Distributing, indicating or
screening safety and security
information
 Discussing terms and
conditions
(Continued)
Slide 79

 Advising about personal ‘Duty
of Care’ responsibility
 Demonstrating safety and
security practices
 Encouraging questions.
Slide 80

In addition to the briefing the tour
leader must:
 Advise:
• At start of activities
• On arrival at destinations
 Highlight dangers on an
ongoing basis.
Slide 81

Follow designated safety and
security checks
Usual requirements:
 Checklists are used
 Checklists may need to be
completed and signed
 Tour group members should
see the checks being done
(Continued)
Slide 82

security checks
 May be required multiple
times/day
 Appropriate interpersonal and
communication skills required
 May be undertaken alone or
‘in company’.
Slide 83

security checks
Types/nature of checks will
depend on:
 Type of trip/tour
 Destination/s
 Mode of travel
 Group numbers
 Group profiler/composition
 Contracted
terms/arrangements
 Previous experience.
Slide 84

security checks
Examples of checks to be made:
 Monitoring of customers and
their actions
 Making physical checks
 Doing visual checks
(Continued)
Slide 85

security checks
 Monitoring weather
 Monitoring the
environment
 Patrolling perimeters
(Continued)
Slide 86

security checks
 Inspecting vehicles
 Investigating and responding
to requests, alarms and
suspicious
persons/circumstances.
Slide 87

Follow required safety and security
control procedures
Pre-requisites:
 Written protocols
 Training and practice
 Constant vigilance –
‘situational awareness’
 Taking action when the need
to do so arises.
Slide 88

control procedures
Important points:
 Realise tour group members
are also observing and
monitoring the environment
 What tour guide/leader does
and does not do is always on
public show
 It is always best to take to
take prompt action in
response to an identified
need.
Slide 89

control procedures
Examples of control protocols:
 Know the starting information
 Conduct comprehensive pre-
departure briefing
 Walk the talk
(Continued)
Slide 90

control procedures
 Start ‘on time’
 Keep groups together
(Continued)
Slide 91

control procedures
 Oversee activities and direct
actions
 Provide PPE
(Continued)
Slide 92

control procedures
 Comply with prepared plans
for safety and security control.
Slide 93

Take action to address identified
risks and security breaches
Responses may include:
 Notifying/advising tour group
members of the situation
 Optimising safety and security
of customers and employees
on an ongoing basis
 Limiting actions of customers
(Continued)
Slide 94

Take action to address identified
risks and security breaches
 Changing the itinerary as
appropriate to respond to the
issue
 Liaising with local authorities
to obtain advice and provide
them with revised plans.
Slide 95

Investigate suspicious persons and
abnormal situations
Keys are:
 Prevention is better than cure
 Use common sense
 Maintain situational
awareness at all times
 Factor in previous experience.
Slide 96

abnormal situations
Indicators of suspicious persons:
 People loitering in an area
with no good reason to be
there
 People who look
nervous/anxious when
observed or approached
 People found where they
have no right to be
 People who look ‘out of
place’.
Slide 97

abnormal situations
Examples of abnormal situations:
 Open/unlocked doors, windows,
bags
 Missing or out-of-place items
 Damage
 Altered settings on equipment
 Unexplained or out-of-the-ordinary
circumstances
 Instances reported by customers as
‘concerning’.
Slide 98

abnormal situations
Responses:
 Use common sense
 Act – but do not over-react
 Do not try to be a hero
(Continued)
Slide 99

abnormal situations
 Think before acting – take a
moment to plan what to do
 Take notes/capture evidence
 Notify and involve others –
obtain help.
Slide 100

Seek assistance to address safety and
security needs from relevant personnel
In this context:
 No-one is ever expected to
cope on their own
 Help is always available
 It is expected assistance will
be obtained promptly
 Action must never make things
worse or place anyone in
danger.
Slide 101

Recommended planning needs to
involve:
 Reading plans established for
dealing with incidents and
becoming familiar with
required response/s
 Talking to management and
other employees – to learn
from them and their
experience.
Slide 102

Assistance may be obtained by
contacting:
 Fire brigade/services
 Ambulance
 Police
 Civil defence authorities
 Nominated local service provider
 Head office of the tour/travel
organisation
 Other tour staff.
Slide 103

Help may also be requested from:
 Tour group members
 By-standers/members of the
public.
Slide 104
These people are
under no obligation to
assist but are often
willing to provide help.

When seeking assistance:
 Act quickly – get help moving
towards the location as soon as
possible
 Provide relevant information to help
responders
• Name of caller and tour group
• Type of emergency/problem
• Location
• Numbers in group and numbers
affected.
Slide 105

When calling for assistance:
 Remain on the line until told to
hang up by the operator
 Be guided by the operator
about what information to
provide
 Stay clam – talk normally.
Slide 106

Report serious risks, hazards and
security breaches
In general:
 It is better to over-report than
under-report
 Report anything of concern
and let others determine if it is
an issues requiring further
attention.
Slide 107

security breaches
Reports need to be made about:
 Unsafe, damaged, broken or
malfunctioning equipment
 Loss while on tour
 Presence of unauthorised
persons
 Signs of unauthorised access
(Continued)
Slide 108

security breaches
 Unsecured facilities
 New tour threats identified since ‘last
time’
 Occasions where protocols have
been breached or could not be
applied ‘as and when intended’
 Situations where there was a need
to involve emergency services
 Any situation raised by tour group
members which relates to serious
risk, threat or security breach of any
kind.
Slide 109

security breaches
Reasons to make reports – to:
 Provide basis for analysis and
response
 Maintain safety/security standards
 Comply with Duty of Care
requirements
 Meet internal reporting
requirements
 Demonstrate attention to detail
 Enhance customer confidence in
the organisation.
Slide 110

security breaches
Reporting options:
 Completing designated
report/form
 Making verbal report
 Submitting electronic report
 Attending end-of-tour de-
briefing.
Slide 111

security breaches
Reports should detail:
 Facts of the matter
 What happened/did not
happen
 Actual and potential
consequences
 Known/believed causal
factors
 Suggestions for
fixing/preventing the problem.
Slide 112

Complete documentation to record
safety and security action taken
Documentation may include:
 Safety and security checklists
 Internal ‘Daily summaries’
 A range of different report
types for various issues
(Continued)
Slide 113

 Maintenance forms
 Hazard identification forms
 Tour and travel logs
 Written statements.
Slide 114

Reasons to document action taken:
 Provide tangible record for future reference
 Share information with others
 Provide basis for evaluation of action/plans
 Reduce likelihood of repeat
occurrences/incidents
 Improve customer experience
 Determine if more/other action is required
to better/more effectively address the
issue.
Slide 115

When following preventative
safety and security procedures:
 Ensure customers have been
provided with necessary
information and have had all
requirements explained
and/or demonstrated to them
 Undertake prescribed safety
and security checks
 Adhere to
established/required safety
and security control
(Continued)
Slide 116

 Respond positively and
promptly to all safety and
security threats, issues and
breaches
 Investigate suspicious
persons and unusual
circumstances
 Implement approved
organisational responses in
accordance with appropriate
plans
(Continued)
Slide 117

 Use common sense at all
times
 Ensure safety of people
above safety/security of
assets
 Never place anyone in danger
(Continued)
Slide 118

 Obtain assistance as soon as
possible
 Report serious issues in
accordance with internal
protocols
 Complete and forward
relevant paperwork to
record/document safety and
security issues.
Slide 119

Element 3 – Respond to emergency
situations
Performance Criteria for this Element are:
 Identify and assess emergency
situations
 Determine action to take in response to
emergency situations
 Follow emergency response procedures
 Seek assistance to facilitate response to
emergency situations from relevant
personnel
 Complete documentation to record
action undertaken in response to
emergency situations.
Slide 120

Identify and assess emergency
situations
Possible emergencies:
 Bomb threats and terrorist activity
 Deranged persons
 Motor vehicle accidents
 Criminal acts
 Natural calamity
 Personal injury and illness
 Loss of food/water, transport or
communications
 Fire.
Slide 121

situations
Assessing emergencies must
involve:
 Immediate attention
 Determination of impact
 Identification of extent
 Obtaining up-to-date
information
 Determination of action to
take.
Slide 122

situations
Factors to consider:
 Circumstances applying:
• Type of emergency;
immediacy of threat;
numbers impacted;
context; action already
being taken
 Resources available to
address the situation
(Continued)
Slide 123

situations
 Personal experience with
previous emergencies of this
type
 Knowledge of the established
plans which have been
prepared to deal with the type
of emergency being
experienced.
Slide 124

Determine action to take in
response to emergency situations
Action to take should include:
 Contact emergency services
 Initiate alarms
 Communicate with and advise
tour group members of
situation and proposed course
of action
(Continued)
Slide 125

 Implement protective
measures
 Begin evacuation/s
 Undertake first response/first
attack activities – only if safe
to do so
(Continued)
Slide 126

 Remove/protect assets and
property – only after assuring
safety of people
 Seek feedback/input from tour
group members
 Follow directions in relevant
plans – adjusting as required
for nature of particular
circumstances at the time.
Slide 127

Follow emergency response
procedures
Basics include:
 Keeping emergency plans
close/ready for use
 Becoming familiar with
requirements of plans
 Factoring in local conditions ‘at the
time’
 Realising even the best-prepared
plans are really only guidelines for
action and will usually need to be
adapted
(Continued)
Slide 128

procedures
 Understanding plans vary
between organisations and
between individual trips/tours
 Saving life is the priority
 Never putting anyone in
danger
 Getting help moving towards
the emergency as quickly as
possible.
Slide 129

procedures
Bomb threat:
 Ask lots of questions
 ALWAYS take these threats
seriously
 Talk with other staff
 Initiate evacuation
 Avoid causing panic.
Slide 130

procedures
Deranged person:
 Consider dealing personally
with situation – if safe to do so
 Involve/notify others for
assistance
 Remove tour group from
threat
 Restrict access to area
 Protect property from
damage.
Slide 131

procedures
Motor vehicle accident:
 Summon
assistance/authorities
 Give first aid
 Do not admit liability
 Obtain details of witnesses
 Notify head office
 Make alternative and/or
appropriate arrangements.
Slide 132

procedures
Robbery/armed hold-ups:
 Comply with instructions given
by offenders
 Do not be a hero
 Hand over the
money/valuables/items
 Speak only when spoken to
 Do not look/stare at offenders
 Remember details for later
provision to police.
Slide 133

procedures
After robbery/armed hold-up:
 Call police
 Do not touch anything
 Take a minute to write down
important details
 Do not discuss details with others
 Obtain witnesses
 Never disclose what was taken.
Slide 134

procedures
Natural calamities – EMPs will
contain details on responding to:
 Extreme weather
 Earthquakes
 Tsunamis
 Bushfires/wild fires
 Smog and smoke haze.
Slide 135

procedures
Personal injury/illness:
 Render first aid
 Call an ambulance
 Never assume knowledge
about cause/injury/illness
 Do not move patient/casualty –
unless they are in imminent
danger.
Slide 136

procedures
Loss of food/water:
 Explain position to tour group
members
 Secure remaining supplies
 Ration food/water
 Ask locals for help
(Continued)
Slide 137

procedures
 Seek local options for re-
supply/re-stocking
 Advise head office and
obtain/arrange support
 Adjust itinerary – if necessary
 Control issue/use of
food/water
 Monitor remaining supplies
and adjust rations further if
necessary.
Slide 138

Seek assistance to facilitate
Assistance may be obtained by:
 Using cell phone
 Using landline phone
 Using a designated
emergency phone
 Using portable radio
(Continued)
Slide 139

 Activating an alarm
 Activating an emergency
beacon
 Asking others to take action
 Going to a relevant website
 Sending an email.
Slide 140

There may be a need to
call/contact:
 Fire services/brigade
 Ambulance
 Police
 Civil defence
 Relevant national agencies
(Continued)
Slide 141

 Local councils
 Local, regional or national
disaster organisations
 ASEAN Co-ordinating Centre
for Humanitarian Assistance
 Nominated service provider
 Head office.
Slide 142

action taken in response to emergencies
In relation to reports:
 May be written, verbal or both
 Can be required from any
staff on tour
 Must be completed honestly,
fully and to best of personal
knowledge
 Must report facts and different
them from supposition.
Slide 143

Details in reports:
 Names and numbers of those
involved
 Description of type of
emergency
 Roles played by staff, tour
group members and others
 Use made of EMPs and their
effectiveness
 Suggestions for
change/improvements.
Slide 144

Need for these reports:
 Document details in case there
is legal action
 Support any insurance claims
which have to be made
 Learn from the event.
Slide 145

Submission of documentation to
record action taken in response to
emergency:
 Should be forwarded
promptly/as soon as possible
 May require working back to
finalise these
reports/documents
 Must be forwarded to
nominated person/s as
required.
Slide 146

A de-briefing may occur which
will seek to:
 Define the emergency
 Identify responses taken
 Evaluate plans and training
 Evaluate actions taken.
Slide 147

When responding to emergency
situations:
 Respond quickly
 Identify and assess the
situation
 Determine a course of action
(Content)
Slide 148

 Inform others as soon as
possible
 Obtain help immediately
 Follow established plans and
training
(Continued)
Slide 149

 Adapt actions to suit/reflect
circumstances
 Make safety of people the
priority
 Document and report what
occurred and the response/s
initiated
 De-brief after incidents.
(Continued)
Slide 150

Element 4 – Provide feedback to
management on procedures
Element are:
 Identify issues requiring
attention
 Raise issues with
management
 Recommend solutions to
identified issues.
Slide 151

Identify issues requiring attention
There is a need for tour staff to identify
requiring attention in order to:
 Meet internal protocols for
Continuous Improvement
 Comply with legislation
 Prevent accident and injury
 Demonstrate to management they
are engaged with the issues
(Continued)
Slide 152

 Address identified
problems/issues requiring
attention
 Maintain/grow customer
satisfaction
 Enhance viability of the
business
 Support/extend organisational
image and reputation
 Protect against possible
criminal and/or civil action.
Slide 153

Areas/topics for attention:
 Instances where
safety/security was
compromised
 Near misses
 Proven inadequacies in
existing arrangements
 Situations where external
assistance/involvement was
necessary
(Continued)
Slide 154

Areas/topics for attention:
 Instances where
safety/security was
compromised
 Near misses
 Proven inadequacies in
existing arrangements
 Situations where external
assistance/involvement was
necessary
(Continued)
Slide 155

 Changed circumstances or
operating conditions
 Events which have given rise
to issues/concerns
 Complaints from tour group
members
 Situations where negative
media attention was received.
Slide 156

Ways to identify issues for attention:
 Soliciting feedback from tour group
members
 Analysing any insurance claims
lodged
 Examining circumstances where
legal action has been launched
against the business and/or its
employees
 Reviewing documentation
completed by tour staff
(Continued)
Slide 157

 Inspecting workplace and
infrastructure/equipment
 Checking implementation
of/adherence to existing
SOPs
 Reading industry and relevant
other reports on
safety/security
 Using an external consultant
to provide insight and advice.
Slide 158

Raise issues with management
Options for raising issue/s:
 Verbal discussion
 Submission of paperwork
 Formal presentation.
Slide 159

Formal presentation should
feature:
 Rationale
 Supporting evidence
 Guest speakers
 Discussion of topic/c including
Q and A session.
Slide 160

Keys to successfully raising
issues with management:
 Prepare thoroughly
 Practice
 Arrange the venue
(Continued)
Slide 161

 Invite all stakeholders
 Send out briefing materials
 Separate fact from
belief/supposition
 Provide hard copies of
important information
(Continued)
Slide 162

 Highlight potential of not
addressing the issue
 Stress the up-side of
responding
 Give suggestions for
addressing the problem
 Invite questions
 Follow-up as/if required after a
presentation.
Slide 163

Recommend solutions to identified
issues
When involved in providing
feedback to management it is
important to remember:
 Be part of the solution, not the
problem
 Offering a solution increases
likelihood the issue will be
addressed.
Slide 164

issues
Keys in recommending solutions:
 Address the cause and the
symptom
 Give more than one
option/alternative
 Do a detailed risk
management exercise
(Continued)
Slide 165

issues
 Revise existing/current plans
 Develop additional/different
checks/checklists
 Provide detail of research
which has been done into the
issue.
Slide 166

When providing feedback to
management on safety and
security procedures:
 Seek input from all
stakeholders
 Be proactive in identifying
issues
 Distinguish fact from opinion
(Continued)
Slide 167

 Identify issues requiring
attention
 Make regular contributions
 Participate actively in the
process
 Document issues to provide
evidence of problems
 Raise matters with
management/decisions
makers
 Plan and prepare to present
safety and security issues to
management
(Continued)
Slide 168

 Provide recommendations for
solutions to problems raised
 Research options for
addressing identified issues
 Be part of the solution not just
part of the problem.
 Adjust/adapt existing
protocols to accommodate
and address issues arising.
Slide 169

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