Crisis Plan Must-Haves (2011)

7/31/2019 Crisis Plan Must-Haves (2011)

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Crisis Plan Must-Haves

2011. Tyra W. Hilliard, PhD, JD, CMP. All Rights Reserved. 1

Crisis Management Plan Worksheet

Participants at each table should discuss the meetings that they plan and the table should choose one oftheir own meetings or events to use for this exercise. The meeting or event needs to be a real, specificmeeting with a date, location, and facility already selected.

Although everyone will be working on a different meeting or event, you will benefit by discussing what youinclude in each step.

Instructions/Suggestions/Examples Your Notes

1. Planning TeamWho will be on your risk planning team?

Note: You may need some people to be on both the riskplanning team and the risk response team, but noteveryone will serve on both.

Meetings Staff

Management

Support Services (legal, technology,

finance, insurance, etc.)

Communications

Facility

Emergency Response (medical,security, fire, etc.)

2. Hazard AssessmentWhat are the characteristics of your meeting(including destination, facility, participants, etc.) thatmay increase risk or require special consideration?

Examples: international destination, heavy drinkers,elderly group, extensive machinery or equipment.

Brainstorm hazards in each category for which youmight (or already do) plan.

Note: You may choose different categories. These

categories are suggested by NFPA 1600.

Natural disasters

Human-caused incidents


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Technological events

Which of the risks identified above has the highestprobability of occurringorwill have the biggest

impact(on human life, property, or business) if they dooccur (top 5)?

These are the first ones that should be included in yourplan. You can add more later.

3. Capability AssessmentWhat capabilities do you (and the meeting facility,destination, etc.) have to respond to a crisis? Whereare gaps that need to be filled?

Examples: Facility evacuation plan, insurance, stafftraining program, hospitals nearby, on-site security staff,

fire marshal review of exhibition plan, etc.

4. Risk PlanRisk Plan Table of Contents

Now (finally!)write your plan using the informationabove.

A. Executive Summary

Purpose, types of emergenciesaddressed, and where operations will bemanaged. 1 page or less.

B. Introduction and policy statement

CEO/President statement establishingan organization-wide affirmative policyfor risk management and planning.

This message from the topunderscores the importance of riskmanagement to the rest of the staff,facility, vendors, etc.

C. Meeting/event summary

Specific information about the meeting:

Dates

Destination

Facilities

Brief description of attendees

Objectives of the meeting.

Supplement with appendices ifnecessary.

This section will change for each


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meeting. Create a form that can quicklybe filled out for each new meeting.

D. Staff responsibilities

a. Risk Team (this is the groupresponsible for writing the plan,

monitoring risks, modifying theplan).

b. Response Team (sample roles)

i. Incident commander

ii. Liaison roles

iii. Attendee/guest/customermanagement

iv. Communications

1. Internal employees,members, attendees,guests

2. External media,families

*Note: Some of the people may be on both teams, butsome will likely be on only one team (e.g., those who areon-site at the meeting will be on the Response team).

E. Emergency Response Procedures (seesamples, p. 7-11)

i. Natural disasters

ii. Human caused incidents

iii. Technological

F. Facility information (see sample, p. 6)

Again, create a form that can be filled outwith facility information such as:

Facility name

Address

Phone, fax, and website (general)

Key contact person

o Name

o Title

o Office location

o Phone (work, cell, home)

o Fax

o E-mail

Backup facility contact person(same information)


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Other key personnel with contactinformation

o GM

o Director of Convention Svcs

o Director of Security

o Director of F&B

o Other?

Security information

o Alarms type and protocol(e.g., different alarm forevacuation v. shelter inplace? Is there a PAannouncement following analarm? Does it reach guestrooms, meeting rooms?)

o Location of emergencyequipment (AEDs, first aid,etc.)

o Radio channel foremergency v. standardcommunication

Other?

G. Communication List

i. Staff code staff who speakdifferent languages (includingsign language) and who arecertified in first aid, CPR, and

other life-saving techniques.

ii. Facilities

iii. Vendors

iv. Emergency services

v. Media

vi. Phone Tree (see sample, p. 12)

H. Forms/Appendices

i. Hotel site inspection safetyquestionnaire

ii. Facility emergency plans

iii. Floor plans

iv. Incident report(see sample, p.5)

v. Emergency packet/planchecklist


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The sample Crisis Planwill give you an example of how these elements might be organized. Pleaseremember, however, that there is no one right way to create a plan. What is right is what is right foryour organization and your meetings.


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Samples

Sample Incident Report Form

Incident/Accident Report Form

ABC EXPO

1. Site where incident/accident took place: ................................................................................

2. Name of person responding to incident: .................................................................................

...........................................................................................................................................................

3. Name of injured person: ...........................................................................................................

4. Address of injured person: .......................................................................................................

...........................................................................................................................................................

5. Date and time of incident/accident: .........................................................................................

6. Nature of incident/accident: .....................................................................................................

7. Give details of how and precisely where the incident/accident took place. Describe what was takingplace at the time, e.g. general session, afternoon break, team building activity, etc.

...........................................................................................................................................................

...........................................................................................................................................................

8. Give full details of the action taken including any first aid treatment and the name(s) of the firstaider(s):

...........................................................................................................................................................

9. Were any of the following contacted:Police: Yes No Ambulance: Yes No Emergency contact: Yes No

10. What happened to the injured person following the incident/accident? (e.g. went home, went tohospital, declined care, etc.)

...........................................................................................................................................................

11. All of the above facts are a true and accurate record of the incident/accident.

SIGNED: .................................................................. DATE: .........................................................

Name: ...............................................................................................................................................

Source: Based on http://www.sportsvolunteeringnw.org/files/incident_report_form.doc


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Sample Facility/Emergency Contact Information

Important Phone Numbers

Denver Police/Fire Department 911Denver Police Non Emergency-District 6 720-913-2000

ABC Staff On-Site NumberJunebug Cleaver Conference Lead 303-987-6543Mickie Mantle Logistics Lead 303-876-5432Donald Duque VP, Marketing 303-765-4321Leroy Brown Exhibition Lead 303-654-3210Mac Fleetwood Education Lead 303-543-2109

Colorado Convention Center Security Contact Numbers: The Security Office is located at 12

thand Welton (across from the dock entrance).

o Note: This is a 24-hour facility The Security Phone Numberis (303)228-8030 and can be dialed form any payphone or office

phone within the facility. No money is required to call to this number. The Security Phone Extension is 200. Dial 200 from any beige house phone located at any

phone bank and you will be connected to the Security Office.

Hospitals (Closest to Furthest)Denver Health Medical Center 303-436-6000Saint Anthonys Central 303-629-3511Exempla Saint Joseph Hospital 303-837-7111Childrens Hospital 303-861-8888University Hospital 303-372-0000Rose Medical Center 303-320-2396Swedish Medical Center 303-788-5000

Misc. Emergency NumbersRky Mt. Poison Control Center www.rmpdc.org 303-739-1123 or 800-332-3073

Dept of Environmental Health 303-623-2966

Federal Emergency Mgmt. Agency (FEMA)-Denver Regional Office 303-235-4800-After Hours Call 303-235-4847


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Emergency Response Procedures

Medical EmergenciesUpon occurrence of a medical emergency, contact the Denver Convention Complex by radio, at ___ (in-house extension) or ______ (external number) immediately. DCC will then contact the appropriate ABCstaff, facility Event Manager and the on-duty personnel responsible for treatment as well as any outsideemergency agencies deemed necessary. This allows for better control over the speed and accuracy ofinformation given to authorities when a timely response is necessary. If radio contact to DCC is notpossible, use the above contact numbers to alert Security of the situation.

Fire Alarm/ StrobesIn the event that we experience a fire alarm, all fire doors and load-in doors will close automatically, lifesafety fans will turn on and strobe lights and alarm horns will be activated. The Security Department willmake a general announcement over the public address system to acknowledge the activation of thealarm, to inform everyone that the Fire Department is responding and to advise the attendees to stand byfor further instructions. After the Fire department has investigated the source of the alarm, there will bean announcement declaring any necessary action with follow up announcements as required. If no actionis necessary, as in the case of a false alarm, an announcement will follow stating that all areas are clearand systems are operational.

*Information issued by the Denver Convention Complex 12/01/00


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Sample Emergency Response Procedures

NOTE: These emergency response procedures are provided as examples only and should not beconstrued as definitive emergency response procedures for your facility or meeting. Safety and securityprofessionals should be consulted to ensure proper emergency response procedures are used.

General Emergency Response

In any emergency call, the following procedure must be carried out.

1. Call facility security

2. Provide security with the following information:

o Your name and phone number;

o Your location (building/tower name, floor, and room name/number)

o Nature of emergency (fire, medical, etc.)

o Number of injured people, if any, nature of injuries if known

o Nearest building entrance where emergency personnel should go (street, corner)

3. Dial 911 or other emergency number remember that 911 from a cell phone may not reach localemergency responders.

4. Designate/Ask someone to meet emergency personnel outside of building.

5. Stay on line until you are excused by security or the emergency operator.

Source: Based on http://www.nipissingu.ca/campussafety/downloads/erp_fire.pdf


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Fire

1. Remain calm.

2. Establish the exact location of the emergency.

3. Alert the facility Security immediately. Do not assume the fire has already been reported.

a. Speak slowly and clearly

b. Tell the person

i. There is a fire.

ii. The location of the fire.

iii. Type or cause of the fire.

iv. If there are any injuries.

v. If safe, wait at the location for emergency personnel to arrive. Direct them to the location.

4. Listen for the facility emergency announcement.

5. Announce evacuation to attendees and direct them safely away from the fire and smoke to the

nearest exit closing doors.

6. Assist people with special needs.

7. Check the temperature of the door with the back of your hand. If a door is hot, do not open it.

8. Stay low to the ground.

9. If evacuation is necessary, proceed to the nearest exit and leave the facility. Refer to theEvacuation/Relocation section of this plan for further instructions.

10. If caught in smoke: Do not inhale smoke or fumes. Drop to your hands and knees and crawl towardthe exit. Stay low to the ground, hold your breath as much as possible, breathe shallowly throughnose and use a filter such as a towel.

11. If trapped in room: Wet and place cloth material around or under the door to keep smoke from

entering. Close as many doors as possible between you and the fire. Be prepared to signalsomeone outside.

12. If forced to advance through flames : Hold your breath, move quickly, cover your head and hair,keep your head down and your eyes closed as much as possible.

13. What to take:

a. Crisis plan

b. Attendee list

c. Emergency contact list

14. Proceed directly to designated relocation area.

15. Interface with facility management to determine the extent of the emergency and provide support as

necessary.

16. All staff report to incident commander.

17. Do not try to re-enter the facility until and unless emergency responders declare an all clear.

Source: Based on http://www.nipissingu.ca/campussafety/downloads/erp_fire.pdf


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Medical Emergency

NEVER drive a medical emergency patient or a severe accident victim to the hospital.

1. Call facility security

2. Call 911

a. Provide your name, location, and phone number to the emergency operator for call back.

b. Describe the type of emergency you have.

c. STAY ON LINE: The 911 emergency operator may give you some first aid instructions toperform on the patient prior to the arrival of emergency personnel.

3. If appropriate for the type of emergency, ask if anyone is CPR, AED, or first aid trained. Allowthem to implement appropriate AED, CPR, and/or first aid measures.

4. Do not panic.

5. Assign someone to stay with the patient.

6. Assign someone to meet emergency personnel. If a long distance between door and patient,assign several people to place themselves along the route to guide emergency personnel in.

Source: Based on http://www.dem.umn.edu/docs/em_resonse_guide.pdf


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Violent or Criminal Act

Call facility security

o Nature of the incident.

o Location of the incident.

o Description of person(s) involved.

o Description of property involved.

Call 911

Should gunfire or discharged explosives be a hazard, you should take cover immediately using all

available concealment. After the disturbance seek emergency aid if necessary.

WHAT TO DO IF TAKEN HOSTAGE:

o Be patient. Time is on your side. Avoid drastic action.

o The initial 45 minutes are the most dangerous. Follow instructions, be alert and stay

alive. The captor is emotionally imbalanced. Don't make mistakes which could hazard

your well-being.o Don't speak unless spoken to and then only when necessary. Don't talk down to the

captor who may be in an agitated state. Avoid appearing hostile. Maintain eye contact

with the captor at all times if possible, but do not stare. Treat the captor like royalty.

o Try to rest. Avoid speculating. Comply with instructions as best you can. Avoid

arguments. Expect the unexpected.

o Be observant. You may be released or escape. The personal safety of others may

depend on your memory.

o Be prepared to answer the police on the phone. Be patient, wait. Attempt to establish

rapport with the captor. If medications, first aid, or restroom privileges are needed by

anyone, say so. The captors in all probability do not want to harm persons held by them.

Such direct action further implicates the captor in additional offenses.

o IMPORTANT: Evacuate to the designated assembly point. Stay there until an accurate

head count is taken. The incident commander will take attendance and assist in

accounting for all building occupants.

Source: Based on: http://www2.montana.edu/policy/emergency_manual/erm500.html#570.00


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Crisis Preparedness Measures for Meetings

1

2008.TyraW.Hilliard,Esq.,CMP.Allrightsreserved.

Strategic Actions

1. Integrate crisis management into meetings department statements of purpose.2. Include crisis management as part of the organizations strategic meetings management

program.

3. Form a crisis management external advisory committee including people from outside theorganization (e.g., meeting destination and facility representatives, consultants, attorney,insurance representative, law enforcement, etc. as appropriate).

4. Establish a crisis management training and education program for meetings departmentstaff, executive staff, and other organizational staff who will be on-site at meetings.

5. Test the crisis management plan with simulations (e.g., tabletop exercises).Technical and Structural Actions

6. Form a crisis management team, including both long-term and event-specific internalpersonnel as indicated by the threat and vulnerability assessment.

7. Dedicate a budget to crisis management activities as needed.8. Review, evaluate, and update the crisis plan as needed (e.g., before each meeting, to

reflect changes in regulations or laws, after crises have occurred).

9. Identify and inventory internal resources and capabilities (e.g., personnel skills,equipment, training, etc.).

10.Designate an on-site crisis operations center and an alternate crisis operations center foreach meeting.

11.Establish a working relationship with outside experts and consultants in crisismanagement as needed to supplement internal resources.

12.Ensure that there is an off-site data back-up system and data privacy program for criticalmeeting data.

13.Create a written crisis management plan for each meeting.14.Integrate crisis management into the planning and management process for meetings.15.Create a strategy for minimizing the impact of a crisis on meetings.16.Discuss crisis preparedness and response capabilities with meeting facilities, destination

representatives, and other suppliers and address these in event facility documents, such asRFPs, site selection checklists, and contracts.

17.Develop and coordinate the meeting crisis management plan with key externalstakeholders such as meeting facilities and vendors.

18.Develop methods to inform meeting attendees about appropriate crisis prevention andresponse measures (e.g., emergency contact information, collecting medical emergencyinformation on registration forms, posting and announcing evacuation routes, etc.).

19.Develop an incident command system supported by a staff organizational chart to direct,


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control, and coordinate crisis response (ICS includes command, operations, planning,logistics, and finance/administration roles).

20.Ensure that the crisis plans for meetings properly integrate into any crisis and/or businesscontinuity plans for the entire organization.

Evaluation and Diagnostic Actions21.Review internal meeting documentation and procedures (e.g., such as registration forms,

travel policies, RFP processes, etc.) and modify as needed to include crisis preparedness.

22.Conduct a legal and financial threat, vulnerability, and capability audit for each meeting.23.Review insurance with insurance representative and modify coverage as needed to

address crisis contingencies.

24.Conduct a threat and vulnerability assessment for each meeting.25.Conduct a capability assessment to determine the external resources available in the

meeting destination and venue to respond to a crisis.

26.Monitor meeting threats and vulnerabilities and have a system for addressing earlywarning signals.

27.Implement a process for tracking and learning from past crises or near crises.Communication Actions

28.Conduct media training with meeting and executive staff.29.Communicate information about large meetings with local law enforcement and

emergency response entities (e.g., police, fire, etc.) as well as the destination

representative (e.g., convention and visitors bureau, tourism bureau).

30.Establish an emergency communication system for communication within staff (on-siteand at the office), and with vendors, venue, and destination representatives to be used inthe event of a crisis.

31.Establish a communication plan for external communication in the event of a crisis (e.g.,with members, meeting participants, their families, etc.)

Psychological and Cultural Actions

32.Increase visibility of meetings departments commitment to crisis management.33.Establish or improve relationships with oppositional or risky groups (e.g., activist,

striking, or picketing groups), as appropriate.

34.Improve crisis management communication to top management.35.Improve crisis management communication to all staff in the meetings department as

well as those outside the meetings department who will be on-site.

36.Communicate the importance of crisis management to all staff in the organization.37.Improve crisis management communication to meeting participants.


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38.Provide training to the organizations staff regarding the human and emotional impacts ofcrises.

39.Identify appropriate psychological services for staff and/or attendees to call upon in theevent of a crisis (e.g., grief counseling, stress/anger management).

40.Conduct post-event and post-crisis reviews with staff and other stakeholders as part of anoverall crisis preparedness program evaluation.


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2011. Tyra Hilliard. All rights reserved. [email protected]

RESOURCES

Crisis Plans

Destination Marketing Association International (DMAI)www.destinationmarketing.org (Resources Resource Center Crisis Management)

International Association of Exhibitions and Events (IAEE)www.iaem.org (Industry Resources Center for Exhibition Safety & Security)

Convention Industry Council (CIC)www.conventionindustry.org (Industry information Resource Center Travel Safety)

NFPA1600 Standard for Disaster/Emergency Management and Contingency Planning -http://www.nfpa.org/PDF/nfpa1600.pdf?src=nfpa (not meetings industry specific, but a great resource)

Emergency Management Guide for Business and Industry (FEMA 141)http://www.fema.gov/business/guide/index.shtm

Training & Equipment

American Red Cross http://www.americanredcross.orgAmerican Heart Association (including international training centers) http://www.americanheart.orgHeartSaver CPR/AED & First Aid (will travel to train groups) - http://www.gwemed.edu/training/Attainium (disaster drills and exercises) - http://www.attainium.net/Galls (provider of first aid and emergency equipment) http://www.galls.com

InsuranceAon Insurance http://www.asae-aon.comMEDEX http://www.medexassist.com

ServicesMedicalWorldwide Assistance Services, Inc. http://www.worldwideassistance.com

GW On-site (physicians in DC that will make house calls to hotels) - www.gwonsite.comInn-House Doctor - http://www.inn-housedoctor.com/In House Physicians http://www.inhousephysicians.com

SecurityAllied Intelligence Worldwide http://www.alliedintel.comCrowd Dynamics (International Crowd Safety Consultants) http://crowddynamics.com

CommunicationsCrisis communications tips - http://usinfo.state.gov/products/pubs/pressoffice/crisis.htm


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2011. Tyra Hilliard. All rights reserved. [email protected]

General Risk Management Resources

Risk Management Resource WebsitesCenters for Disease Control and Prevention http://www.cdc.govContingency Planning World http://www.business-continuity-world.comCrime Statistics (US and by State) - http://www.disastercenter.com/crime/ Department of Homeland Security http://www.dhs.govDisaster Recovery Institute - http://www.drii.org/Emergency Management.net http://www.emergency-management.netFederal Emergency Management Agency http://www.fema.orgGW Institute of Crisis, Disaster, and Risk Management http://www.gwu.edu/~icdrm/research.html International Association for Medical Assistance to Travelers (IAMAT) http://www.iamat.orgIjet Travel Risk Management http://www.ijet.comNational Weather Service (NOAA) http://www.nws.noaa.gov/Nonprofit Risk Management Center http://www.nonprofitrisk.orgReady.gov http://www.ready.govRisk Management Resource Center http://www.eriskcenter.orgSafety Online http://www.safetyonline.com

Transportation Security Administration http://www.tsa.govTravel Medicine http://www.travmed.comU.S. Department of State Travel Warnings - http://travel.state.gov/travel/warnings.html World Health Organization http://www.who.int

PublicationsContingency Planning magazine http://www.contingencyplanning.comJournal of Homeland Security and Emergency Management http://www.bepress.com/jhsem

AssociationsAssociation of Contingency Planners (ACP) http://www.acp-international.comAmerican Society of Industrial Security (ASIS) http://www.asisonline.orgBusiness Continuity Planners Association (BCPA) http://www.bcpa.org

Risk and Insurance Management Society, Inc. (RIMS) http://www.rims.orgThe Business Continuity Institute http://www.thebci.org

Laws and Regulatory (U.S.)ADA Home Page (U.S. Department of Justice) - http://www.usdoj.gov/crt/ada/adahom1.htmAmerican Society of Composers, Authors, and Publishers (ASCAP) http://www.ascap.comBroadcast Music, Inc. (BMI) www.bmi.comFindLaw http://www.findlaw.comHotel and Motel Fire Safety Act (Public Law 101-391) - http://www.emergency-management.net/act_fire.htmOccupational Safety & Health Administration (OSHA) http://www.osha.govSESAC, Inc. www.sesac.comU.S. Copyright Office http://www.copyright.gov

U.S. Patent and Trademark Office http://www.uspto.gov


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ABC Event Crisis &

Emergency

Preparedness Plan

Date last updated


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Emergency Safety & Preparedness Plan

Table of Contents

Create an easy-to-access and read Table of Contents for your plan so that the

information/procedures can be found quickly when they are needed most.


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A. Executive Summary

The purpose of this Crisis & Emergency Preparedness Plan is to provide guidance and information to

ABC staff about the steps to follow in case of an emergency on-site at a meeting or event. Because this

document will be updated for each major meeting or event, there will be information about general

emergency responses as well as facility- and destination-specific information. In this way, ABC can better

respond to an emergency.

This plan addresses general emergency call procedures as well as specific procedures for emergencies

requiring an evacuation or shelter in place response, earthquake, fire, bomb or chemical threat, social

disturbance, Crisis Team breach, and medical emergencies. While we understand that these are not all

of the conceivable emergencies that could occur, the responses in this document can be used for

different types of emergencies than those listed.

Staff members are asked to familiarize themselves with both the general and the customized plan prior to

each meeting and be ready to take action when and if it becomes necessary. Someones lifeincluding

your ownmay depend on it.

Stay safe.

Embellish/modify a statement like this to fit the culture of your organization.


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B. Policy statement

This should be a statement from the CEO or other top executive verifying his/her commitment to crisispreparedness. The purpose of this statement is let staff know that crisis preparedness is important notjust another committee, task force or drill.

The idea is that if the boss thinks its important, hopefully everyone else will, too.


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C. Meeting/event summary

(Update this for each major meeting)

Event Name: _______________________________________________________________________

Date(s): ______________________________________________________________________

Facilities: _(include full addresses, contact person(s) and phone number(s)/e-mail(s)) _________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

Event Objectives:___(this might include fundraiser, employee recognition, annual meeting, etc.. Bespecific, because the nature of the event may influence the types of risks that are likely tooccur)___________________________________________________________

Attendees: ___[include a brief description age, gender, any other factors that could create or be

significant in managing and assessing risks. (E.g., Elderly attendees, many participants

with mobility disabilities, board members, participants bringing some children, etc.)]

Other: ___(use this section to highlight any high-risk issues like celebrity/political speakers or

entertainment, food and beverage functions, alcohol service, athletic events, outdoor

events, etc.)


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D. Staff Responsibilities

The Crisis Team is comprised of ABC staff representing each functional department or area in ABC. TheCrisis Team is responsible for reviewing and maintaining the crisis and emergency plan, monitoringthreats and hazards, and serving as the response team on site in the event of an actual crisis oremergency. Members of the Crisis Team include [in this list, you probably want a senior executive (notnecessarily the CEO, but someone who will actually attend meetings and be informed), someone fromfinance/accounting, your lawyer, someone from marketing/communications/PR, key meeting/event staff)]:

Susie Qu, TITLE John Do, TITLE

a. Prior to the Meeting

The Crisis Team will meet at least twice a year to review the Crisis and Emergency Plan, todiscuss modifications that need to be made to the Plan, and to identify any new threats,hazards, or vulnerabilities that need to be addressed in the Plan.

Crisis Team members will be assigned one or more of the following specific threats or

hazards to monitor prior to the event. The duration of the monitoring depends on the specificthreat or hazard. For example, specific weather risks may be monitored for 1-2 weeks priorto the event but hazards posed by other groups meeting in the same facility may need to bemonitored for the year prior to the event.

o Weather

Not only in the city where the event is being held, but also in ABCs homearea and any hub/gateway cities through which ABC attendees might travel.

o Health issues

E.g., outbreak or serious threat of pandemic or other disease, closing of amajor hospital near event site.

o Terrorism/random acts of violence

E.g., D.C. sniper, anthrax attacks and scares, bombings, etc.

o Attendees, including Crisis Team concerns

Issues among attendees that could create hazards or threats on site (e.g.,warring factions among membership, threats between attendees, attendeeswho have been assaulted and may have an added sensitivity to safetyissues, attendees going through an ugly divorce with a threatening spouse.)

o Facility issues

Including but not limited to facility renovations, changes in fire codes thatmay affect the facility or event, damage to facility, significant change infacility staff or management, etc.

o City or country issues

Including but not limited to political unrest or change, sanitation or utilityissues, unfavorable laws or laws that may deter attendance, flooding, CrisisTeam concerns, negative media coverage, etc.


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o Other groups in the facility

E.g., which may be incompatible or may draw unfavorable press or activitiessuch as picketing.

o Add other issues as needed

b. On-site

During the site inspection for an event, the facility will be asked to designate two private rooms that canbe locked and that are not located near the main meeting space and registration area. These rooms willbe used in an emergency only for (1) Emergency Command Center and (2) Emergency CommunicationCenter. Two separate rooms are necessary, although they should be near each other. Each should havea phone line and not be in a cell phone dead space.

Command Center

The Command Center is located __________________________________.- The emergency will be managed from this location. The Incident Commander, Controller, and

other logistics Crisis Team members will operate from this location.

The Communications Center is located ____________________________________.- Communications will be managed from this location. The VP Marketing & Communications and

other Crisis Team members responsible for communications will operate from this location.

In case of an emergency, these rooms should be equipped with:

List equipment here be thinking of both communications equipment and basic office equipmentyou might need

ABC Crisis Team Roles

In case of an actual emergency or crisis, Crisis Team members will serve in the following roles [Changeexamples below to fit your organization/event]:

_________________________: Incident Commander. This person will act as Crisis Team chair andincident commander until or unless this person relinquishes his or her role to another member of theCrisis Team.

Controller: Liaison to ABC Board & senior management.

Sr. Director, ABC Company: Liaison to President & CEO and rest of Crisis Team. Medical emergencycontact.

VP Marketing & Communications: Responsible for communications to attendees already on-site.Responsible for ensuring there are no inappropriate or unauthorized statements made to the media byABC or facility staff. Monitors news and communicate with staff. Manages on site press and distributes

press releases. Responsible for press contacts to be certain that the position of ABC is made clear.Prepares a position statement and identifies speakers who are willing to be interviewed on behalf of ABCshould the occasion arise. Responsible for ABC web site updates and emergency voice mail updates onABC phone.

Director of Meetings & Events: Liaison to hotel management response team; convention center; city.

Executive Office Manager: Liaison to staff in Bethesda.


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Event Housing Manager: Communicates with registration staff, shuttle bus company, tour company, childcare and housing bureau.

Registration & Meetings Coordinator: Communicates with temporary staff; sets up travel services helpdesk, provides information on airports, car rentals, trains, buses, ride-sharing; help desk for internationalattendees.

Event Program Manager: Communicates with AVW. Communicates with speakers by phone, e-mail andfax.

Exhibit Operations Manager: Communicates with general service contractors, exhibitors, and CrisisTeam. Ensures that telephone systems and televisions are set up and operational.

All Staff: Assist with the above communications and procedures where needed and assigned.

Communication to ABC Office

In the event of emergencies due to a natural disaster or civil disturbance, the Crisis Team will notifyABCD.C. office, as necessary. The D.C. office will place a recording on the voicemail system to give the

status of the emergency. The Crisis Team and D.C. office will stay in contact, as needed until theemergency is over.

Communication to Family Members (of attendees or staff)

Notification of family members in case of personal emergency must be made by a member of the CrisisTeam.


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E. Emergency Response Procedures

The event facilities have emergency plans and should be contacted immediately when an emergencyor crisis occurs. Their emergency plans are attached.

In case of an emergency, contact the facilities at the following extensions:

__(Name of hotel 1)____: x000 (add hotel 1s emergency extension)

__(Name of hotel 2)____: x000 (add hotel 2s emergency extension)

__(Name of convention center)____: x000 (add convention centers emergency extension)

(Add all facilities)

General Emergency Call Procedures:

1. Remain calm.

2. Establish the exact location of the emergency (e.g., Grand Ballroom B in the West Tower).

3. Call the telephone number above.

4. Wait for answer.

5. Explain the type of emergency (e.g., fire, medical emergency, etc.). If calling the operator, besure to say that it is an emergency so that Crisis Team can be raised on the radio.

6. Give your name and a telephone number and/or house phone extension at which you can bereached.

7. Wait for directions from Crisis Team.

8. Replace the receiver after reporting the emergency.

9. If safe, wait for emergency personnel to arrive. Have designees posted at intervals (e.g., atthe door to the meeting room, outside the elevators, at every major turn between the outside

door and the location of the emergency) to direct emergency personnel to the emergency.

You should include at least five emergency response procedures specific to a certain kind of emergency(or response) on the following pages (one per page). See next page for general format. Examples mightinclude evacuation, earthquake, fire, etc.


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Emergency/Response Type 1

In case of ________________, the following procedure should be followed:

1. Explain step one

2. Explain step two

3. Explain step three

Provide location, if appropriate (e.g., in case of evacuation, relocation, gathering, or involvement ofCommand or Control Centers). Be sure to address locations in multiple facilities if necessary.

Repeat this as many times as neededone per page--for as many emergency/response types youinclude in your plan


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Cancellation Plans

In the event of a crisis or emergency warranting cancellation of the convention, all members of the staffand key vendor representatives will report to either the ABC office at the convention center. If theconvention center is evacuated, all staff and key vendor representatives should report to the ABC office atthe_______facility.

If the meeting needs to be canceled prior to the start of move-in:

A voice message announcing the cancellation will be posted on the ABC emergency information line.

A voice telephone broadcast will be made to attendees and delegates, speakers, exhibitors andrelated groups with a recorded message from the ABC Council Chair, if available. To the extentpossible, personal phone calls will be made to all of these groups as well. Broadcast faxes and e-mails will also be sent.

ABC.org will be updated with cancellation information.

A script will be provided to the facility operators with cancellation information.

The convention center, hotels and all vendors supplying services to the meeting will be contacted.

Policies for refunds of exhibitor and registration fees will be determined. The designated ABC staff will contact the facilities, legal counsel, and the insurance company to alert

them. Written notice of the cancellation will be faxed to the facilities.

If the meeting needs to be canceled during move-in:

All vendors and facility senior staff will meet in the ABC office at the convention center to reviewimplementation of cancellation plans.

The designated ABC staff will contact the facilities, legal counsel, and the insurance company to alertthem. Written notice of the cancellation will be faxed to the facilities.

The Emergency Telephone Tree will be activated to contact all on-site staff. Two emergency contactsfor the on-site staff will be established.

Since exhibitors will be moving in, they will be contacted on-site and through a call to their homeoffice.

ABC.org will be updated with cancellation information.

A script will be provided to the hotel operators with the cancellation information.

A voice message announcing the cancellation will be posted on the ABC emergency information line.

All staff will update their voicemail on office and hotel room telephones with the same statement.

Personnel will be at entrances to the convention center to let people who may not have received themessage that the meeting has been canceled. Cancellation information will also be posted in keylocations.

Meetings with all staff will continue on a frequent basis as long as necessary. Staff will be keptupdated and assured that everything possible is being done to get them home safely. The buscompany and the tour company that are providing shuttles and tours will be contacted to set uptransportation to hotels for staff. To the extent possible that those buses can be used to arrangetransportation for members, that will be done.

If it is determined that the meeting should progress until conclusion, but transportation home islimited:


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Communications will go out immediately to attendees and delegates, speakers, exhibitors, andrelated groups. Information will include hotel policies and information about airports. All groups willbe assured that the most accurate information available will be provided to them to assist them inmaking their plans.

If there is an all building paging system, the Crisis Team Incident Commander (or designee) will makeannouncements. Announcements can be made in the exhibits and in the scientific sessions.

Information can be delivered to all hotels.

Hotels will be contacted and asked to extend the convention rate as long as necessary.

Cell phones most likely will not work. Telephones banks will be set up (with pipe and drape forprivacy) in order for people to contact their homes and offices.

Exhibitors and speakers will be counseled about the importance of staying the course.

Continued communications will assure everyone that the scheduled events will be held as planned.Televisions will be set up in key places to provide people with access to CNN News so that they cansee what is going on and not feel the need to go to their hotels.

Building evacuation plans will be on hand should that become necessary.

The bus company and the tour company that are providing shuttles and tours will be contacted to set

up transportation to hotels for staff. To the extent possible that those buses can be used to arrangetransportation for members, that will be done.

A message board will be set up for ride-sharing.

If the meeting needs to be canceled once the meeting has begun, and if transportation iscurtailed:

Communications will go out immediately to attendees, speakers, exhibitors, and related groups. Allgroups will be assured that we are providing them with the most accurate information possible inorder to help them make their decisions. Information will include hotel policies as well as informationon transportation options: phone numbers and as much information as possible about airports, carrentals, trains, buses, etc. A car sharing bulletin board will be put in place.

If there is an all building paging system, the president or executive director will make announcements.Announcements can be made in the exhibits and in the scientific sessions. Information will bedelivered to all hotels.

Hotels will be contacted and asked to extend the convention rate as long as necessary.

Cell phones most likely will not work. Telephones banks (with pipe and drape for privacy) will be setup in order for people to contact their homes and offices. Staff with pagers should have them asbackup to cell phones.

The American Red Cross or counselors identified in the city will be contacted to set up a PersonalCounseling Center.

Televisions will be placed in key locations for access to CNN News.

The bus company and the tour company that are providing shuttles and tours will be contacted to setup transportation to hotels for staff. To the extent possible that those buses can be used to arrangetransportation for members, that will be done.

A message board will be set up for ride-sharing.

Facility catering departments will be contacted to see if unused food can be donated or converted tobox lunches for attendees.


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F. Facility information

This is the place to include the following information for each event facility:

Facility name, address, phone, fax

Numbers to call in case of an on-site emergency

Non-emergency contact number for Crisis Team

Key contacts name, direct telephone extension, cell phone number, e-mail

Brief description of how the facility is being used (e.g., headquarter hotel, ABC executive staffhoused here, meetings being held Monday Thursday, etc.)

Special risks, safety features, other specific information you need to know about this facility ordestination for your event.

To be customized for each meeting


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G. Communication List

1. Staff Contact List

Name Office Mobile Home

Jane Jones x100 301/555-1212 410/321-9876

John Smith x101 202/333-2222 202/444-1111*Be sure to include attorney, insurance representative, webmaster, and other non-staff supportpersonnel here.

2. Phone tree

(You can also use a flowchart tool to create a phone tree. Include specific peoples names andphone numbers in lieu of Staff 1A and Phone below)

Executive Office Manager

/ \

Staff 1A Staff 1B

301/555-1212 301/555-1111

/ | | \

Staff 2A Staff 3A Staff 2B Staff 3B

Phone Phone Phone Phone

| | | |



| | | |



| | | |Staff 8A Staff 9A Staff 8B Staff 9B


| | | |



| | | |



If you get voice mail, phone the next person on the list until you get a live voice so that the call cycle is not

interrupted.

If each staff person is to return the call to the Executive Office Manager, the call cycle is complete when

all staff have returned the call. Otherwise, the designated person is to continue to try to call their

assigned person until they get a live person to answer.


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3. Staff Special Skills

Name Language Other Skills

Margaret Johnson Spanish (fluent)

Jane Jones French (some)

Fred Phillips NurseJohn Smith Certified CPR, AED, First aid

List all ABC staff here and note any who speak different languages (including sign language), thosewho are certified in first aid, CPR, and other life-saving techniques, those who might have advancedmedical or emergency training (such as EMT, nurses, etc.).

4. Vendors

Company Contact Phone(s)

Freeman Ray Brown 972/999-1111 (mobile); 972/456-7890 (w)

QRS Catering Susan Flour 571/345-1234 (mobile); 703/651-2956 (w)

ETC.

5. Emergency services

Get this information from the facilities. Make it part of your RFP or submit a questionnaire thatincludes this information. You can get distances from Google Maps or MapQuest.

Hospital

General Hospital

Address1

Address 2

City, State, Zip

Phone

Fax

Distance from convention center: x.x miles (or whatever facility or facilities you are using)

Emergency Clinic

EmergiCare

Address 1

Address 2

City, State, Zip

Phone

Fax

Distance from convention center: x.x miles (or whatever facility or facilities you are using)


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Emergency Dental Clinic

DentalOne

Address 1

Address 2City, State, Zip

Phone

Fax

Distance from convention center: x.x miles

On-call services

(Consider having a resource like one of these handy when meeting in cities covered by a service likethis:

Inn-House Doctor - http://www.inn-housedoctor.com/In House Physicians http://www.inhousephysicians.com )

Other?

6. Media

Meetings industry press contacts(hypothetical information you will need to customize.)

Medical Meetings magazine Jane Smith, Editor 888/345-9843, e-mailMeetingNews Fred Black, Medical Columnist 673/209-5822, e-mail

Etc.

Trade press contacts (for the organization you are using for example, if you are using a sportsorganization or event, who are the sports press, if you are using a banking conference, who are thefinancial trade press, and so on).

Publication name, phone, e-mail

Local press (for the event destination, maybe also for the locale in which the event organizer isheadquartered)

Washington Post John Reynolds, Tourism Bureau 202/783-8466, e-mailWKRP Radio Bailey Smith, News Reporter 768/333-4967


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H. Forms/Appendices

1. Facility emergency plans

Attach facility emergency plans here

Address facility safety, security features here


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2. Floor plans

Attach facility floor plans meeting space and public level (lobby, etc.) evacuation routes, if possible

Indicate where safety equipment is, if possible fire extinguishers, AEDs, first aid office, etc.


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3. Incident Report Form example, edit as needed

ABC

1. Site where incident/accident took place: ................................................................................

2. Name of person responding to incident: .................................................................................

...........................................................................................................................................................

3. Name of injured person: ...........................................................................................................

4. Address of injured person: .......................................................................................................

...........................................................................................................................................................

5. Date and time of incident/accident: .........................................................................................

6. Nature of incident/accident: .....................................................................................................

7. Give details of how and precisely where the incident/accident took place. Describe what was takingplace at the time, e.g. general session, afternoon break, team building activity, etc.

...........................................................................................................................................................

...........................................................................................................................................................

8. Give full details of the action taken including any first aid treatment and the name(s) of the firstaider(s):

...........................................................................................................................................................

...........................................................................................................................................................

9. Were any of the following contacted:

Police: Yes No Ambulance: Yes No Emergency contact: Yes No

10. What happened to the injured person following the incident/accident? (e.g. went home, went tohospital, declined care, etc.)

...........................................................................................................................................................

11. All of the above facts are a true and accurate record of the incident/accident.

SIGNED: .................................................................. DATE: .........................................................

Name: ...............................................................................................................................................

Incident Report Forms should be submitted to the Incident Commander and/or to an Crisis Teammember. Incident Report Forms should not be shared with anyone outside the Crisis Team.

Documents

Crisis Plan Must-Haves (2011)