camprosa conference 5-6 september 2016 · camprosa conference 5-6 september 2016 ... accident...
TRANSCRIPT
CAMPROSA Conference 5-6 September 2016
‘Resilience’
Bernadette Duncan MBE FRSA MBCI MInstLM
AUCSO Chief Operating Officer and Peter Brinkley, Head of Security, University of Surrey
What is ‘Resilience’?
The ability of an organisation to ‘bounce back’ following disruptive challenges. Resilience also encompasses an ethos of preparedness and strength through planning, training and teamwork.
How do we become more resilient?
• Prepare - planning
• Educate - train staff and advise students
• Exercise - rehearse all or parts of the plan
• Implement - use your plans to respond, manage and recover
Students and their parents EXPECT YOU to:
• keep them (students) safe
• provide adequate care if something goes wrong
• maintain usual services, teaching, study facilities etc, even when there is an emergency going on
and
• To inform them instantly of what is happening!
Expectations
Emergency Response - Key Concept Integration
Businessrecovery plan
Emergency response plan
Incident & crisis management/communication plan
Investigation
Senior Management
Team
Student Services
Estates Security(& Police)
AcademicDepartments
Health & Safety
FinanceStudentResidences
Service Areas
Integrated Emergency ManagementWorking Together in Universities
Emergency response - management
Operational Tactical Strategic
Incident
Responders
Emergency
Management
Team
Senior
Management
Advisors
On Site Co-ordination Centre(s):
Pre-planned
Equipped
Alternative sites
Resources
Support Staff
SMT Meeting Room
Roles & Responsibilities in Universities
• Incident Responders - Operational staff carrying out their normal tasks e.g. – Security – crime; liaise with Police/Fire/Ambulance
services; control of access to campus
– H&S – safety & welfare of responders; accident investigation, risk assessments
– Estates/Maintenance – M&E failures, building damage
– IT – data/network/telecoms failures
– Communications – internal communication to staff, students and response to Media
Roles & Responsibilities in Universities
• EMT (Tactical) Members:– Team Leader– Communications (external & internal)– Information Manager– Health & Safety– Security – Estates / Facilities– Timetabling– IT & Libraries– Student Services & Welfare– Human Resources - Staff Welfare– Finance / Insurance– Academic areas / Schools reps– Students Union (SRC)
‘Dark Thinker’
Roles & Responsibilities in Universities
• Strategic - University Senior Management Team
– Reputation
– Spokespersons
– Corporate Priorities
– Continuity of Business
– Recovery Objectives
– Finance
Tasks
Operational Tactical Strategic
Incident Responders Emergency Management
Team
Senior Management
Responsibilities
• Incident response
• Assessment (Scale, Duration, Impact)
• Local Communication
• Liaison with/Support to
Emergency Services
• Evacuation
• First Aid
• Cordon
• Control of Access
• H&S of staff, students
& responders
• Initial reporting
• Escalation to EMT
• Waste Disposal/Clean up
• Investigation
• Support Operational Team
• Initiate Coordination Centre
• Continuous re-assessment
of incident
• Establish priorities
• Welfare/Set up Reception
Centre
• Allocation and management
of operational resources
• Communication
• Media coordination
• Liaison with Senior
Management
• Liaison with Local Authority/
other agencies
• Liaise with Hospital
• Liaise with Insurers
• Investigation
• Support Tactical Team
• Spokesperson / Press
Conferences
• Reputation management
• Financial control
• Corporate priorities
• Liaison with Embassies
• Business Continuity
(look ahead)
• Recovery
Key Questions to build Situational Awareness:
• What has happened?
• What is happening now?
• What is not happening?
• So what?
• What might happen?
AND EVALUATE:
• KNOWN?
• UNCLEAR?
• PRESUMED?
Emergency Team Meeting - Generic Agenda
• Situational Awareness
• Potential Scale, Duration and Impact on University?
• So What?
• Aim What are we here to do?
• PrioritiesWhat needs to be done?
• TasksAgree who will lead on each item
• Timescales and next meeting
Incident and Decision Logs
Essential in recording:
• events and information received
• agreed actions - who/when/how/timescale
• dates/times
• people involved, including agencies
Useful as a management tool especially when handing over to others
Use a log keeper(s)!
Incident and Decision Logs
• Remember other forms of evidence -
– CCTV
– Videos / Photographs (mobile phones)
– Security or H&S Incident Occurrence Books
– Written notes
Consequences - Worst Case
• Legal requirement
– Manslaughter cases
– Coroner’s inquest
• Public Inquiries
• Litigation
• Judicial reviews
Communications
Be Prepared:
• What do you want to say?– Corporate Response - Use Templates
• Use multi-media– Official website, Instant Messaging, Social Media,
Local News channels, Email
• Do it quickly – Within first 30 minutes and keep updating
• Who does what?– Press Office/Communications Office
Communication - Roles
• Alerting, Escalation and Call Out
• Informing Staff, Students & Stakeholders
• Updating University Website - Official Information
• Incoming Inquiries to University• phone calls, emails
• Monitoring/Updating Social Media
• Coordinating the Press
• Press Statements/Conferences
• Reputation Management
Enough Staff to do all of this?
* Tell staff and students to phone home!
Press Spokespersons
Reputation!
• Press Officer - read out statement - being seen to be in control; be factual and never lie!
• Spokespersons - trained?
• Press Conferences:– Location?
– Practice with Press Officer
– Have a Q&A sheet
– Limit time
Recovery
Strategic issue from the outset characterised as the process of rebuilding, restoring & rehabilitating your community following an emergency
The recovery process comprises overlapping activities:
– consequence management
– restoration and well being of individuals, communities and the supporting infrastructure
– exploring opportunities
Recovery - Human aspects
• Humanitarian Assistance – roles of Student Services, HR, Students Union, Chaplaincy
• Mutual Aid - Between schools and departments - other Universities?
• Staff affected by incidents – stress management and support – consider early replacement staff
• Remembrance services, flowers, condolence books, letters, donations
• Surrounding community/neighbours
• Above all – COMMUNICATION!
Recovery - Business Continuity
Consider:• Human Resources
– Specialists / Contracts?
• Facilities– Contracts / Suppliers
• Buildings / Space Management – Timetabling, Teaching & Exams, Conferences & all
other usual activities
• Communications– Including IT, Telephony, Mobile
• Media