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Page 1: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

Crisis Management and Emergency

Planning

Page 2: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHAT IF?

What If – You

had to deal

with a flood ?

What If - today you

have 10,000

people on property

and the local utility

company has a

sewer issue that

backs up at your

facility?

What if - you have

a hurricane

approaching your

area?

Page 3: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHAT IF – YOU HAD AN ATTRACTION

ACCIDENT?

What If – your facility had a

serious attraction issue?.

What If - this was your

signature ride and someone

was seriously injured?

Page 4: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHAT IF – THESE PEOPLE CAME TO VISIT?

Page 5: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHAT IF – THESE PEOPLE CAME TO VISIT?

Page 6: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHAT IF – THESE PEOPLE CAME TO VISIT?

Page 7: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHO IS AFFECTED?

Every business has the potential to be a victim

This presentation is a broad brush for all of the types of

businesses.

Page 8: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

THINKING AHEAD – BE PROACTIVE

Build an emergency plan that addresses most emergency

situations.

Be Prepared

Build, Test, Exercise and Train your plan with your employees

Conduct Table Top exercises

Conduct Mock exercises

Review your plan annually

Update your plan

Update your resource list

Page 9: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

THINKING AHEAD – BE PROACTIVE

WHEN BUILDING YOUR PLAN BEGIN WITH THE END

IN MIND!

The END is getting everything back like it was:

Taking care of the injured

Taking care of your personnel

Restoring your business

The END is also being able to defend your actions to:

Your Customers

Your Employees

The Media (Local, State, National, International)

The Plaintiffs Attorney and The Jury

And walk away with your business still intact!

Page 10: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

COMPONENTS OF AN EMERGENCY PLAN Identify Issues and the Resources you will need

Incident Evaluation(s)

Establish who is responsible for specific tasks

Communications – How will you communicate

Command Structure, Command Post, and Emergency Operations Centers (EOC)

Identify secondary locations for all, in case primary are not available.

Training and Maintenance of the Plan

Warning methods

Shelter Plans

Evacuation Plans

Equipment Needs

Recovery

Mitigation

Litigation

Page 11: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

ISSUES FOR CONCERN Bomb Threats/Bombs Fire: Structure, Vehicle, Chemical, Ride Floods: Large Full Scale Flooding, Localized, Water Breaks on Property, Sewer Breaks Ride Accidents: Serious Injuries, Broken Bones, Waterborne Illnesses, Drowning, Death, etc. Chemical Spills: Localized or Wide Spread (Chlorine, Ash Spills, Fuel, etc.) Electrical Shock: Grounding Issues, Wiring Issues, Junction Boxes Lightning Strike: Multiple deaths or injuries as a result of lightning strikes Crime: Active Shooter, Hostage Situation, Child Abduction, Robbery, Homicide, Suicide, Civil

Disturbance, Kidnapping, Arson, Sexual Harassment/Assault, etc. Accidents: Major Vehicle Accident, Plane Crash, Helicopter Crash, etc. Structural Failure: Overs and Unders (Bridges/Tunnels) could fail and collapse. Attraction Weather Related Issues: Tornados, Hurricanes, Thunderstorms, Snow, Ice, etc. Utility Issues: Power Failure, Utility Break, No Water Earthquakes: Major, Minor, Tremor Equipment Failure Food Borne Illnesses Communicable Diseases Death Unrelated to Your Business Wild Animal Employee on the Job Accident Employee Arrest Financial Crisis / Layoffs Workplace Violence Technological Failures Security: Crowd Control, Lost Children, etc.

Page 12: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

ACTUAL INCIDENT EVALUATION

Type of Incident, how could it affect your business?

What happens if there are injuries?

What are your plans if a employee/guest is killed?

What is the SCOPE of the situation? How much can the

situation escalate???

What is the Best/Worst Case Scenario?

Will it spread? Is it confined to one area?

How many people adjacent to the business are or could be

affected?

What about your Neighbors?

What resources will you need with this type of incident?

Page 13: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

RESOURCES

Fire Department

Law Enforcement Agencies

Emergency Management Agency

Emergency Medical Services

Utility Districts

Hotels, Food Venues, Medical Facilities, Transportation

Construction Companies (Heavy Equipment)

Specialized Cleaning and Recovery Businesses

Management (Local and Corporate)

Other Like Business

Affiliated Associations and their Members

Counselors

Clergy

Etc.

Page 14: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WHO IS RESPONSIBLE DURING AN

EMERGENCY?

For the overall operation? Long Term….. If that person is not available, what is your succession plan?

For writing and maintaining the plan? For the facilities (money, cash offices, buildings, etc)? For handling the media?

Public Information Officer Affiliated Associations

For notification(s)? Employee Guest Death Messages – Who tells the Employee’s Family?

For Care of the injured? For notifying and getting the proper resources?

Page 15: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

COMMUNICATIONS

In the event of a disaster how will you?

Communicate internally (your specific team, management, corporate)?

Communicate with your guests?

Bull horn, PA System, Phone, Text Messaging, Email, Radio, Local

Informational Radio, etc.

Communicate with your employees/team?

Bull horn, PA System, Phone, Text Messaging, Email, Radio, Local

Informational Radio, etc.

Communicate with your Command Post and EOC?

Communicate with your FD/PD/EMS/EMA?

Communicate with the media

Public Information Office - PIO

IAAPA.ORG – Crisis Communications Guide Template

Page 16: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

COMMAND STRUCTURE – WHO WILL BE IN

CHARGE?

If you have a fire, chemical spill, hazard material

situation?

If you have a ride accident?

If you have a crime on park?

Robbery, Kidnapping, etc.

If you have a Bomb on park?

If you have a Helicopter Crash?

If you establish a command post?

If you establish an EOC?

Etc.

Page 17: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

TRAINING AND MAINTENANCE OF THE PLAN

The plan must be maintained

Kept current

The employees must be trained on the plan and how it works

The plan must be exercised.

Table Top Exercises

Fire

Police

Emergency Medical Services

Emergency Management

State Bureau of Investigation

Federal Bureau of Investigation

Mock Exercises Conducted

Page 18: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

WARNING METHODS

How will you warn?

Your Guests?

Your Employees?

External Citizens?

FD/PD/EMS/EMA if they are driving into an area that is not

safe.

What is the chemical that has spilled and vapors are coming off of it?

Page 19: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

EVACUATION PLANS

How will you evacuate your guests off your property or out

of buildings?

Which gates / doors do you send them out of?

Are you going to send guests into the path of the in-coming

FD/PD/EMS/EMA?

Are you going to keep them on the property and put them in

buildings/theaters, etc.?

Page 20: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

RECOVERY – BEING PROACTIVE

Resources needed – What will be needed?

Personnel needed – How many people will it take?

Overtime costs – What is this going to cost in labor

hours?

Is this part of a bigger disaster?

Legal Issues – Who do I have to report this to?

Lawsuits – How many civil and/or “criminal” cases could

come out of this incident?

What do we need to change in our plan?

Page 21: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

RECOVERY

Have you notified the insurance company, inspectors,

OSHA, fire marshal, legal, etc.?

Insurance does not cover everything

Are you under insured?

Where is your exposure?

How will you recover, rebuild, re-employ, repair, replace?

How will you restore the affected area to its previous state?

Do you have enough “$” Reserves to last you until you can

recover?

Page 22: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

PUBLIC INFORMATION

Check your plans to inform pubic and manage the media

Designate a Public Information Officer (PIO)

Who speaks on behalf of the business?

Evaluate media capabilities – can they see or get to the

incident easily?

Establish a media information center

Establish news media updates and access policy

Channel all media releases through the PIO and CEO (Use

PIO for bad news and CEO to deliver good news at the end)

Page 23: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

MITIGATION – HOW WILL YOU ADDRESS?

Restoring the business

Generating positive public relations for your business

Civil Litigation?

Guests

Employees

Adjacent businesses

Government

Criminal Charges if applicable?

Family Issues?

Future Medical Issues?

Page 24: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

Sample Forms

Page 25: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

Crisis Management Checklist Action Person Responsible Document Section

Initial Crisis Identified

Notify Crisis Communications Team and

Assign Roles

Crisis Communications

Team Leader Crisis Communication Team Contact List 3.1

Gather Initial Facts and Information Spokesperson Fact Finding Form 3.6

Notify Senior Management/Corporate

Office Contact List and Additional

Emergency Notification Contact List (As

Needed)

Crisis Communications

Team Leader

Senior Management/Corporate Office Contact List

Additional Emergency Notifications Contact List

3.2

3.3

Contact First Aid and Local Police, Fire,

Emergency Personnel

Crisis Communications

Team

Set Up Liaison with Police, Fire, Medical

Personnel, Hospitals, Government

Agencies, etc. Public Safety Officer

Tell Switchboard/Phone Center Personnel

at all Appropriate Locations How to Handle

Inquiries and to Whom to Forward Press

Inquiries and Calls from Family Members

Crisis Communications

Team Leader

Receptionist Protocol

Press Inquiry Log

General Public Inquiry Log

4.9

3.4

3.5

Remind Employees to Refer All Inquiries

to Spokesperson Human Resources Officer

Page 26: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

FACT FINDING FORM Have emergency services been called?

What happened?

What time did it happen?

Where did it happen?

How many guests are involved?

How many employees are involved?

How many guests or employees are injured or dead?

Where are the injured now?

What is the extent of the injuries?

What attraction or exhibit was involved?

What year was the attraction or exhibit built?

Who manufactured the attraction?

When was the attraction or exhibit last inspected?

Who last inspected the attraction or exhibit?

Do you own any other of the same or similar attractions?

How was the accident caused?

Who has been called to investigate?

How many accidents have occurred on this ride?

What is being done now and will be done in the future to fix this problem?

Who was first on the scene?

Were there any witnesses?

How did employees respond to the situation?

How many guests were in attendance at your facility when the event happened?

How many guests were inconvenienced or evacuated?

What are your security measures or standard operating procedures for dealing

with a situation like this?

What was damaged?

What is the estimated cost of the damage?

How many people have safely experienced this attraction or your facility

before?

How has this affected the rest of the facility?

Was anyone stranded or trapped?

Has anything like this ever happened before?

What are you doing for those involved?

Has this attraction/exhibit or one like it been in the news in the past?

How fast were you able to provide comfort/care for those involved?

What caused this to happen?

Are there any details of this event that need to be communicated to the public?

Page 27: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

SAMPLE CONSIDERATION

QUESTIONS FOR INCIDENTS Considerations for a Food-Borne Illness

Although food and beverage employees follow strict food safety procedures on a

routine basis, as a spokesperson you should be prepared at all times to handle

communications regarding a possible food or drinking-water-related illness at

your facility. Here are some general procedures to guide the work of the Crisis

Communications Team:

•Emergency and known details are reported to the Crisis Communications Team

Leader, who immediately begins the notification process.

•Crisis Communications Team Leader informs spokesperson of all known details.

•Spokesperson prepares press statements with sanctioned and verified

information in anticipation of press inquiries.

•Social Media Officer posts your official statement directly to your social media

sites or provides links to the information.

•Rely on food officials, plumbing experts, and medical professionals to give the

first report to the Crisis Communications Team Leader that details information

such as the type and extent of the incident.

•Monitor press coverage and social media sites for inaccurate information.

Page 28: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

CONSIDERATION QUESTIONS Following are questions for the spokesperson to be prepared to answer or to direct to the appropriate expert:

•How were you alerted to this problem?

•How many guests/employees may be involved?

•When were you alerted to the potential problem?

•Where did the incident occur?

•What procedures are in place to prevent this? Temperature charts? Hot and cold holding charts? Warehouse receiving log

book? Café receiving log book? Training on safe food handling?

•Are your food employees certified? If so, by whom?

•Where was the food prepared?

•When was it prepared? How long was it held before serving?

•Who is the distributor of product involved?

•Was medical treatment needed? Provided? If so, by whom?

•Have the local health authorities been contacted?

•Has there been any threat of legal action?

•Has anything like this ever happened before?

•Do those involved have any known food allergies?

•Are there people with similar symptoms from same household? Where have they eaten the 72 hours prior to the onset of

illness?

•Has the food product been handled properly from receiving to serving?

•Was the food product prepared properly?

•How often is your drinking water tested?

•Where does your drinking water come from?

Continuously get updated information from the Crisis Communications Team Leader, food and beverage personnel,

emergency medical personnel, facility maintenance, and local authorities/agencies involved in the event. Update or revise

statements as needed. Be sure to coordinate your press statements with those of local authorities. Have your legal counsel

review your statement before you release it. If necessary, distribute facts to press via fax, phone, e-mail, and/or in person.

Post your official statement directly to your social media sites or provide links to the information.

Page 29: Crisis Management and Emergency Planning · Crisis Management Checklist Action Person Responsible Document Section Initial Crisis Identified Notify Crisis Communications Team and

The End


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