lancer's "24" crisis management presentation 1/22/13

How to Conduct anAccident Response Simulation

Presented byBob Crescenzo ─ Vice President, Safety/Loss Control

Paul Berne ─ Sr. Vice President, Claims

Crisis Management Plan� Has your company experienced a serious

crash?� What is a “serious crash”?� Has the media covered any of your

accidents?� Has someone from your company been

asked to comment on any aspect of an accident?

� Have you ever had to respond to an accident during nights or weekends?

Crisis Management Plan� If you answered yes to any of those

questions…� YOU NEED TO DEVELOP AN

ACCIDENT RESPONSE PLAN AND PRACTICE IT AT LEAST ONCE A YEAR.

� If you think it won’t happen to you or you don’t need it, think again.

Do YOU Have a Plan?

Do YOU Have a Plan?

Do YOU Have a Plan?

Do YOU Have a Plan?

Crisis Management Plan� Lancer has produced “The First 24

Hours: How to Conduct anAccident Response Simulation.”

� This training DVD package will test your company’s ability to deal with an accident when it happens and for the events in the weeks and months that will follow.

The First 24 Hours� The Crash� The Response� Control� Wrap-Up

Part I : “The Crash” Segment� First Report� Company Response� Crisis Plan Initiated� Managers Assume Roles

“The Crash” ─ First Report� From driver, passengers, police,

media, etc.� Must be realistic.� Event reporter must “act” appropriately.� Owner observes/plays a role; corrects

as you go or provides feedback after simulation is complete.

“The Crash” ─ Company Response� Receptionist, Dispatch, Management� Urgency, but no panic. � All managers share & control

responsibility.� If provided in plan, dispatch personnel

to the scene.� Promptly report to insurance company.

“The Crash” ─ Company Response(cont’d)

� Get driver under control. � Assume driver will forget some accident

scene training.� Issue notice to all personnel.� Who’s in charge if you’re not available?� Use “phone tree” to call managers.

“The Crash” ─ Crisis Plan Initiated� Simulation will fine tune Response Plan.� Does written “document retention” plan

exist?� Why is “document freeze” important?� Prioritize your most urgent action.

“The Crash” Company Managers Assume Roles

� Manage event while continuing company operations.

� All involved must understand everyone else’s role.

� Receive confirmation when all have been notified and engaged.

Part II : “The Response” Segment� Accident Scene Management� Crisis Team Deployment� Insurance Notification/Response� Claims Investigator/Attorney

Dispatch

“The Response”─ Accident Scene Management

� Get your driver under control.� Implement evacuation plan if smoke,

fire, leaking fuel is detected.� Manage passengers at the scene.� Deploy flares, triangles, etc. � Move vehicle if necessary.

“The Response”─ Crisis Team Deployment

� Your company policy dictates dispatch decision.

� Is your “Go Kit” prepared?� Simulate someone being dispatched.

“The Response” ─ Insurance Company Notification/Response� Receive confirmation of

notification.� Consider after-hours (yours &

insurer’s) scenario.� Insurer will provide specific

instructions.

“The Response”─ Claims Investigator& Attorney Dispatch to Scene

� Understand roles of your insurer, adjuster, outside investigator and attorney.

� Driver responsible for witness statements, photographs, statements to police.

“The Response”─ Claims Investigator& Attorney Dispatch to Scene

� Attorney responsible for electric onboard device management.

� Understand spoliation risks.� Document freeze includes internal

emails/memos.

(cont’d)

Part III ─ “Control” Segment� First Responders� Coordination of Communications� Preparations for Regulatory Visit &

DOT Audit� Prepare & Distribute Media Statement� Communication with Family Members

“Control” – First Responders� Expect calls from police, fire, EMS.� Designate your response person.� Identify friends and allies at the scene.� Control driver statements to police, i.e.

“My company policy prohibits me from making a statement to the police.”

“Control”─ Coordination of Communication

� Designate key functions, but have back-ups & cross-training.

� Foster comprehensive internal communication.

� Confirm all communications with whom will do what, by when.

“Control”─ Preparations for Regulatory Visits/DOT Audits

� What’s the role of your insurer’s Safety Representative?

� Create separate accident & driver files.� Immediately inform your insurer of

problems/issues.� Postpone driver discipline.

“Control”─ Media Statement Prepared and Distributed

� Write and distribute media response.� Coordinate with insurer and attorney.� Sometimes “No Comment” is OK.� Be prepared for aggressive media

response.� Media will access SAFER for more

information.

“Control”─ Communication with Family Members

� Take all family members calls & be honest.

� Family “actors” must be emotional and angry.

� Defer questions on refunds & future trips.� Focus on injured & displaced.

Part IV ─ “Wrap-Up”� Provide alternative transportation.� Secure personal property.� Follow-up with passengers & hospital

patients.� Apply post-accident lessons to driver

training.� Debrief/evaluate crisis management

team.

“Wrap-Up”─ Alternative Transportation Provided

� Pre-plan for contingencies with colleagues, association members, etc.

� May need multiple vehicles for several sites.

� Consider your image when hiring a company to assist.

“Wrap-Up”─ Personal Property Secured

� Tags, markers must be available.� Concern for property might

supersede concern for their injuries.

“Wrap-Up”─ Passenger/Hospital Follow-up

� Coordinate with insurer, especially if calling passengers.

� Don’t commit to paying hospital bills.� Refer passenger payment issues to

insurer.� Passengers will demand information

& explanation.

“Wrap-Up”─ Post-Accident Driver Training/Lessons Learned� Determine needs & promptly

implement.� Document event carefully.

“Wrap-Up”─ Crisis Management Team Debriefing/Evaluation

� All participants must keep detailed notes.� Provide feedback to all simulation

participants.� Encourage suggestions.� Identify & document internal changes.

“Wrap-Up”─ Crisis Management Team Debriefing/Evaluation

� Who is responsible for implementing changes?

� Establish deadlines.� Plan for implementing the change.� Never assume event is “officially” over.