Crisis Management

Policy & FrameworkPolicy & Framework

Yam Guan ShyhYam Guan ShyhHead, Emergency Management Divison

OSHEOSHE CAA 081007

Office of Safety, Health & Environment (Main Office)Basement, Alumni House

UCC

Emergency Management DivisionNo 2, Prince George’s Park

Emergency Management DivisionEmergency Management DivisionYam Guan ShyhExt 1290 Louise NgEmergency Management g

Ext 8108g y g

Coordinator/Administration

ExecutiveI 2008

Fire SafetyMohammadH i l i

Emergency Planning &

Management

In 2008

Mohammad Fazulee Bin Abdul RahmanExt 7115

Hairulnizam Bin IshakExt 7725Ravindran S/O

SockalingamExt 1501

g

Life Safety of University’s / Students’ Event / ActivitiesCaring Action in

Response to

ExecutiveIn 2008

Response to Emergency

(CARE)Hairulnizam Bin IshakExt 7725

Mohammad Fazulee Bin Abdul RahmanE t 7115Managed by Counselling Centre Ext 7115Managed by Counselling Centre

The 4 PRINCIPLESThe 4 PRINCIPLES

1. Save Lives

2. Minimize Damages to Property

3. Safeguard Reputation of NUS3. Safeguard Reputation of NUS

4 B i C ti it4. Business Continuity

B i C ti itBusiness ContinuityEncompassesEncompasses

Crisis & Emergency Management

Preparedness Response Post Management1. Make Plans (ERP & BCP)2 B d ti

Response (IADA)1 Initiation / Notification

1. Resumption2 Restoration2. Budgeting

3. Co-ordinate4. Prepare site5. Prepare equipment & stock6 T i t ff

1. Initiation / Notification2. Assessment3. Decision

- Define objectivePriority and task list

2. Restoration3. Documentation4. Debrief5. Lessons learnt6 Legal follow up6. Train staff

7. Exercises & drills8. Monitor & resolve ‘Red

Flag’

- Priority and task list- Resources- Communication plan- Coordinating instruction

4 Act

6. Legal follow-up7. Compensation8. Follow-up CARE,

counselling4. Act

- Resource Mobilisation- Resource Deployment

(Areas of Training:Crisis Management, Crisis Communication, CARE, Hotline Manning, use of equipment,

(Activate ERP & BCP)g, q p ,

updating of records & contact numbers)

CRISIS COMMUNICATION FRAMWORK

PRE-CRISIS CRISIS POST-CRISIS

1. Education & Promote Awareness2. Build Competency & Confidence

through training3. Prepare Emergency Response Plan4 Look out for Early Warning

1. Managing Crisis2. Ensure Business

Continuity3. Recovery

1. Recovery2. Lesson Learnt3. Refine SOP & ERP4. Dissemination & Update

4. Look out for Early Warning Indicators

5. Resolve Potential Crisis before it erupts

1. Staff2. Students3. Parents & Families4. Business Partners (Academic & Research Institutions, Suppliers & Service Providers)5 Alumni

STAKEHOLDERS

OSHE – NUS & Ministries (MOE MOH etc)

5. Alumni6. Ministries (MOE, MOH, Police, etc)7. Public

OSHE – NUS & Ministries(MOE, MOH, etc)

Faculties, Schs, Depts & Offices – Staff Students &

OSHE NUS & Ministries (MOE, MOH, etc)

Faculties, Schs, Depts & OfficesInternal stakeholders - Staff, StudentsExternal stakeholders – Media, Parents & Families of affected students Business Partners

OSHE – NUS & Ministries

Faculties, Schs, Depts & Offices – Staff, Students & Business PartnersOffices – Staff, Students &

Business Partners

OCR – External (Parents of NUS students in general, Public & Ministries)

affected students, Business Partners

OCR – Support, assist & advise Faculties & EOC in dealing with:External stakeholders - Media, Public, Business Partners, concerning Parents & Families of NUS

Business Partners

OCR – External (Parents of NUS students in general, Public & Ministries)

Public & Ministries) Partners, concerning Parents & Families of NUS Students & Staff in generalInternal stakeholders - Staff & Students, Alumni

Our BusinessesEmergency Preparedness Planning & Responses

Our BusinessesEmergency Preparedness Planning & Responses

C A R E (working closely with Counselling Centre)C.A.R.E. (working closely with Counselling Centre)

Fire SafetyFire Safety

Life SafetyLife SafetyInfrastructureUniversity Staff’s & Students’ EventsUniversity, Staff’s & Students’ Events

I ti & A ditInspections & Audits

&Training, Drills & Exercises

ALERT LEVELS

Incidents vary by their nature and the level ofi dresponse required.

To determine the appropriate response an incidentTo determine the appropriate response an incidentmust be classified according to its characteristics.

In NUS, incidents can be classified into three types:

• Level 1: Minor Incident

L l 2 E• Level 2: Emergency

• Level 3: Crisis• Level 3: Crisis

NUS CHAIN OF COMMAND IN AN INCIDENT/ EMERGENCY/ CRISIS

University Board of

CRISIS LEVEL

HEADED / COMMANDED BY

yTrustees

NUS PresidentCrisis Executive Group

III

CEM Director(Di OSHE)

Crisis & Emergency Management TeamII & III (Dir, OSHE)Management TeamII & III

Incident Commander(Vice Deans/HODs/Hall Masters/

Snr Mgr, Campus Security)

Unit’s IncidentCrisis CommitteeI, II & III

• Event is a localized event with limited impact to the university.

Level 1 Incident Response Organization

Event is a localized event with limited impact to the university.

• Routine response to a routine and contained event.

• Crisis Management Plan is not activated.

R i i t l ithi d t t ith t l i t• Response is internal within department with external assistance from Campus Security, if deemed necessary.

A Level 1 incident has little or no impact on personnel or propertyor normal operations within or outside the locally affected area.p y

Examples of Level 1 Incidents are:a p o d a

Localized chemical spill, small fire in the lab, localized power failure, trips and falls, minor injuries, etcp , j ,

Level 2 Emergency Response Organization

• An Emergency is a serious event that disrupts one or more operations of the university.

• Level 2 Emergencies may escalate quickly and have serious consequences• Level 2 Emergencies may escalate quickly and have serious consequences for mission-critical functions, or may threaten life safety.

• Crisis Management Plan is activated to the extent as deemed necessary.g y

• Emergency Response is coordinated by Crisis & Emergency Management

Di ecto and assisted b C isis & Eme genc Management Team and the• Director and assisted by Crisis & Emergency Management Team and the Emergency Response Groups

• Commanded by CEM Director. DP (Admin) and VP (CI) will be informedCommanded by CEM Director. DP (Admin) and VP (CI) will be informed and updated regularly.

Examples of Level 2 Emergencies are:a p o g a

Structural fire, accidents resulting in serious injuries, major chemical spills or attempted suicide or any incident that may pose a threat to the reputation of p y y p pthe university.

Level 3 Crisis Response Organization

• A Crisis is a serious event that severely impairs or halts the operations of the university and/or has an impact on the surrounding community

Level 3 Crisis Response Organization

of the university and/or has an impact on the surrounding community.

• It is typically a situation that is presently or soon to be going out of control. Normal university operations are suspended.

• They have the potential to negatively affect the reputation or credibility of the University.

• Crisis Management Plan is activated.

• Managed by NUS President and assisted by DP (Admin)/VP(CI) & CEM g y y ( )/ ( )Director.

• Coordinated by CEM Team.

• Emergency Operations Centre with CEM Team & CEM Committee members as required.

Examples of Level 3 Disasters are:Multi-structural fire, major explosion, major hazardous material release, multiple deaths or injuries involving staff or students, terrorism incident, u p e dea s o ju es o g s a o s ude s, e o s c de ,disease/epidemics, any national level disasters etc

CRISIS & EMERGENCY COMMAND STRUCTURE

CRISIS EXECUTIVE GROUP (CEG)

CRISIS & EMERGENCY MANAGEMENT TEAM

Office of Corporate Relations Legal Counsel

CRISIS & EMERGENCY MANAGEMENT TEAM(CEM TEAM)

Media Relations *Liaison to External Agencies

Corporate Information *Liaison to University Groups

Planning TeamOSHE (CARE)

Campus Security

Resource/Logistic TeamOEDCCE

Operations Team OSHE (EM) *

Campus Security *

Finance/Admin TeamOFS OHR

IROOEDOFSOHROSA

CCECampus Security *OSHE (CARE) *

OED OSA

Unit’s Incident Crisis

OHRRO

OSARO

NUSSU (when required)

Committee members

NUS Crisis Executive Group (CEG)

Chairperson: NUS President / SDP (Vice Chairperson)

Team 2Team 1

DP (Admin) DP (Research & Technology)

ProvostVP (C I f t t )DP (Research & Technology)

VP, OHR CEO, NUS Enterprise

f d

VP (Campus Infrastructure)

Deputy Director, OHRDeputy Director, OSA

Dean of Students, OSADirector, CCEDirector, IRO Director OCR

Deputy Director, OSADeputy Director, CCEDeputy Director, IRODeputy Director, OCRS i M OEDDirector, OCR

Director, OEDDirector, OFSDirector, OSHE

Senior Manager, OEDDeputy Director, OFS

Deputy Registrar, RORegistrar, ROManager, President’s OfficeSenior Manager, OSHE (Secretary)

Deputy Registrar, ROManager, DP (Admin) Manager, Provost’s Office

Crisis Executive Group (CEG) is the highest level of campus authority toapprove or endorse overall priorities and strategies as warranted by situation.

NUS OverallNUS Overall Crisis & Emergency Management Team

(CEM Team)

CEM DirectorIn his absence, one of the following shall serve as Crisis & Emergency Management Director.

• Senior Manager (Emergency Management),OSHE

Senior Manager(Emergency CARE

• Senior Manager, Campus Security

Management) FacilitatorCounselling

Centre

NUS-wide NUS-wideNUS-wideNUS-wideLogistics OperationsAdmin/FinancePlanning

CEM Team

S i M (EM) OSHE (D t )

Team 1

i OS ( i )

Team 2

Senior Manager(EM), OSHE (Deputy)Senior Manager, IROCounselor, Counseling CentreHead, Corporate Information, OCR

Director, OSHE (Director)Deputy Director, IROHead, Counseling CentreHead, Media, OCR Head, Corporate Information, OCR

Officer, Campus SecuritySenior Manager, OEDSenior Manager, OFS S i M OHR

Head, Media, OCRSenior Manager, Campus SecuritySenior Manager, OEDSenior Manager, OFS

Senior Manager, OHRSenior Manager, OSAManager, ROManager, CCE

Senior Manager, OHRSenior Manager, OSA Senior Manager, ROManager CCE Manager, CCE

President, NUSSU Manager, CCEManager/Facilitator, CARE, OSHE

Head, University Health and Wellness Centre is designated as CEM Team medical advisor.

Unit Incident Crisis Committee

Unit Incident Commander

Deputy Unit Incident Commander

Planning Admin/Finance Logistics Operations

Policy & SOPs

Contingency Plans

Cost Tracking

Documentation

Supplies

Resources

Processes

Information

Situation Analysis C.A.R.E. Team

Unit Incident Commander may assign one or more than one Dy Incident Commanders.y

RESPONSIBILITIES OF THE UNIT INCIDENT COMMANDER

1. Coordinating the support of Campus Security Services and the departments Crisis Committees, where applicable.

2. Briefing his various team leaders, by providing information and updates, etc.

3. Determining who should have access to the site.

4. Serving as a liaison with the CEM and External Emergency Response4. Serving as a liaison with the CEM and External Emergency Response Agencies.

5. Being available at all times to act as a site contact.g

6. Providing for the logistical requirements of event containment and management, including establishing sites for response personnel and g , g g p pfunctions.

7. Establishing a staging area (if required) for equipment and personnel by notifying the Emergency Response Groups of its requirements and possible locations.

M b f th U it C i i C itt

• Faculty Administrative and Academic Staff

Members of the Unit Crisis Committee

y

• Faculty Safety Committee Members

• Faculty Safety Officers

• Fire Safety Coordinators and Fire Wardens• Fire Safety Coordinators and Fire Wardens

• CARE Team

Crisis Committee coordinates essential advice and providesCrisis Committee coordinates essential advice and provides emergency information, resources and services to manage the incident.

CRISIS MANAGEMENT COURSE

‘Crisis Management: Business As Usual’

Schedule of Courses

18th Run: Thu 25 – Fri 26 Oct 07 - EOC Room at 2 PGP19th Run: Thu 15 – Fri 16 Nov 07 - EOC Room at 2 PGP20th Run: Mon 26 – Tue 27 Nov 07 - EOC Room at 2 PGP20th Run: Mon 26 Tue 27 Nov 07 EOC Room at 2 PGP

Crisis management Framework & Policyg yCrisis Management Framework (CMF)

Launched on 24 March 2005Launched on 24 March 2005

Crisis Policy An integral part of CMFAn integral part of CMFOutlines the “rules of engagement”Important component of crisis preparationPublicly availablePublicly availableInputs from OCR, OED, OHR, OLA, OSA, RO & UHWC.Approved by SMM on 17 Aug 06

Crisis ManualContains info on CMFPolicy includedyDistributed to key staff only

Highlights of Crisis PolicHighlights of Crisis Policy –General IssuesNUS shall establish a framework to manage crisis and emergenciescrisis and emergencies.

Responsibility of unitResponsibility of unit

Each unit is responsible for its staff & students.

Each unit must develop its own emergency response plan.

Affected unit takes responsibility for management of incidents, establishes its own incident command t t t id f d fstructure, set aside funds for emergency use.

Highlights of Crisis Policy –Highlights of Crisis Policy Resource Issues

Finance – NUS Crisis Fund ($500k) to be used for Level 2 & 3 incidents subject to approval of DP (Admin)2 & 3 incidents, subject to approval of DP (Admin).

ManpowerManpower Crisis Executive Group (Team 1 & Team 2)Crisis & Emergency management Team (Team 1 & Team 2)Faculty Incident commanders Others

Emergency housing & shelter

Transportation

Highlights of Crisis Policy –Highlights of Crisis Policy Media Relations

Dealing with Media

All statements and briefings to media – through OCR.All statements and briefings to media through OCR.

A designated officer to provide facts and relevantA designated officer to provide facts and relevant information to OCR.

Official spokesperson will depend on the nature of the crisis and must be cleared by NUS President or his ydesignate.

PRESS STATEMENTDay/Month/Year

INCIDENT AT NUS

At about ____________ (time/day), ___________(what type of incident and short description- eg fire, fightbroke out, explosion occurred) in ______________ (where – eg a laboratory at NUS Faculty of XXX/ third-floor unit of block 1 at NUS Prince George’s Park Residences, Kent Ridge campus).floor unit of block 1 at NUS Prince George s Park Residences, Kent Ridge campus).

The incident occurred when __________________ (brief description of activity when the incident occurred.)_____________(Number of casualties sustained injury – eg. Three staff members in the laboratory/Tworesidents at the unit sustained injury) and were promptly sent to (which hospital eg. Nationalresidents at the unit sustained injury) and were promptly sent to _____________ (which hospital eg. NationalUniversity Hospital) for medical treatment.NUS is investigating the incident.

For more information please contact:For more information, please contact:

Leila ThayalanHead, Media RelationsOffice of Corporate RelationsOffice of Corporate RelationsNational University of SingaporeTel: 6516-8163; Mobile: 9689-1205OrLawrence ChaiLawrence ChaiManager, Media RelationsOffice of Corporate RelationsNational University of SingaporeTel: 6516-1355; Mobile: 9734-6818Tel: 6516-1355; Mobile: 9734-6818

Highlights of Crisis Policy –Highlights of Crisis Policy Other issues

Release of Personal and Academic Data on a need-to-know basis.

Mandatory Medical Assessment & Therapeutic Intervention.

Head of Unit is empowered to require a medical assessment by referral to UHWCreferral to UHWC.

1st time assessment cost borne by Unit.

On-going treatment cost borne by individual according to existing medical benefit scheme.

Those posing risk to self and others and refuse to seek treatment will be dealt with according to disciplinary proceduresprocedures.

Highlights of Crisis Policy –Highlights of Crisis Policy Other issues

Mandatory Leave of Absence (LoA)

Head of Unit may mandate a leave of absence to secure safety y yand well being of staff and students.

Number of days – to be determined in consultation with OHR (staff) or RO (students)(staff) or RO (students).

LoA to be documented by the unit.

P d li it ti f th L A t b l i d tPurpose and limitations of the LoA are to be explained at interview.

Return to work or study

Unit responsible for allowing staff or students to return to workUnit responsible for allowing staff or students to return to work or study after consultation with relevant medical professionals.

Unit to ensure safe transition back to work / studies.

Highlights of Crisis Policy -Highlights of Crisis Policy Other issues

Actions taken during emergencies

NUS reserves the right to take any action it deems l i hnecessary to resolve or contain such emergency.

I l d ti f t d t t ff i itInclude requesting from students, staff or visitors information (e.g. contact details, addresses, tracking of movement) that will assist in preserving safety.o o e e t) t at ass st p ese g sa ety

Those who refuse to cooperate will be refused non-pemergency services and/or entry into its premises.

Crisis ManualCrisis PolicyRoles & ResponsibilitiesRoles & ResponsibilitiesDefinition of Alert LevelsIncident Command StructureIncident Command StructureChain of CommandEmergency Operations Centre (EOC) Crisis CommunicationGeneric Emergency Response Plan

ActivationActivationNotificationAssessing the situationl hPlanning the response

Resource Mobilization and DeploymentRecovery & Restorationy

CARE –C i i iCaring Actions in Response to an Emergency

• Offer first aid help for social welfare & emotional• Offer first aid help for social welfare & emotional trauma.

• Support and guide those affected.

• Refer those who need more help to professional services.

• Having a seamless continuum of care, making sure people recover well, and can continue withsure people recover well, and can continue with life and work.

Who C A R E s?Who C.A.R.E.s?

Incident Commanders

C.A.R.E. Advisoryy• Counseling Centre• OSHE Manager

C A R E Members

OSHE Manager

C.A.R.E. Members• Appointed Staff in the Faculty/Dept/Sch/Office.

• Student Leaders & Students should be trained.

OSHE’s Role C.A.R.E. ApproachOSHE s Role in CARE

Education Response in Crisis/Emergency

Recovery

1. For C.A.R.E. members2. For Incident Commanders3. Awareness for

1. Victims2 Victims’ family CARE members3. Awareness for

• Crisis Committees• General staff• Students

2. Victims family3. Students4. Staff

Counselling Centre

UHWC (Psychiatrist)

Three courses to prepare CARE members:

1. Mental Health First Aid (MHFA) Course(For NUS staff & students)

2. Managing Crisis Reactions Course (Trauma Care)

3. Managing Crisis Reactions & Response Planning for3. Managing Crisis Reactions & Response Planning for Incident Commanders

B ilding Management St ct e

OSHE

Building Management Structure

OSHE

FoE(Faculty Fire

SafetyCoordinator)

FoS(Faculty Fire

SafetyCoordinator)

SoM(Faculty Fire

SafetyCoordinator)

OTHERS(Faculty/ Dept/

R.IFire Safety

HALLS(Hall Fire

SafetyCoordinator) Coordinator) Coordinator) Fire SafetyCoordinator) Coordinator)

Building Fire Safety Coordinator

BLOCK (s)(Assistant Fire

SafetyCoordinator)

Fire Wardens Fire WardensFire Warden (s)(YIH 1st fl )

Fire Warden (s)(YIH 2nd fl )

Fire Warden (s)(YIH 3rd fl ) Fire Wardens

Fire Warden (s)(YIH, 2nd &

(1st Floor) (2nd Floor)(YIH, 1st floor)• OSA

(YIH, 2nd floor)• OSA

(YIH, 3rd floor)• UHWC (3rd Floor)

( ,3rd floor)

• NUSSU Clubs

MULTI TENANT BUILDING (S) SINGLE-TENANT BUILDING(S)MULTI-TENANT BUILDING (S) SINGLE TENANT BUILDING(S)

Fire Safety TrainingFire Safety Training

Fire Safety Education Course (Level 1)

General awareness and skills for fire safety and fire fighting

Fire Warden Training Course (Level 2)

Roles and responsibilities of Building Fire WardenRoles and responsibilities of Building Fire Warden.

Fire Safety Coordinator Course (Level 3)

Prepares building representatives for their role in campus emergency/disaster preparedness.

They prepare building response plans and coordinate education and planning for all building occupants

Notification / Activation Process/1st Responder on Site

Unit Incident CommanderCampus Security

6874 1616

Unit Incident & Crisis SCDF/Police/Ambulance

CEM Committee (UICC)

PlanningOSHE (CARE)Campus Security

Resource/Logistic

OED

OperationsOSHE (EM)Campus Security

Finance/Admin

OFNCampus SecurityIROOEDOFN

OED CCE

Campus Security OSHE (CARE) OED OSA

OFN OHRRO

OHROSARONUSSU (when

OUnit ICC members

NUSSU (when required)

EVENTOverview of Crisis

Campus Security NotifiedCampus Security will conduct Initial Assessment with Dept

Management Activation

Response LeadersLEVEL 1 (Incident)Campus Security and / or Unit responds•Summons External Emergency RespondersNotifies Security Manager

Security Manager Notified & Assesses Situation

•Notifies Security Manager •Conducts Follow Up with all relevant parties•Follows written protocol

Notifies CEM Director and Manager. Emergency Management

Establish EOCIf Level 1 Incident is not

LEVEL 2 (Emergency)Security Manager and/or Manager, EM meets with Vice Dean/CEM Director

LEVEL 3 (Crisis)CEM Director Activates CEG & EOC, meet with

CEM Team

If Level 2 Emergency is not stabilized by H+48 hrs

Incident is not stabilized by

H+6 hrs

Vice Dean/CEM DirectorBriefings with CEM Team

CEM Team

LEVEL 2 (Emergency)CEM Director briefs CEM

LEVEL 3 (Crisis)Crisis Executive Group

Briefs Board of CEM Director briefs CEM Members Trustees, Ministries and

UniversityRelevant Team

Personnel Attends to Event Site

Relevant Team Personnel to

designated location

Relevant TeamRelevant Team Personnel

Respond to Event Effects

Life Safety for Staff’s & Students’ Event

Events Requiring Safety Approval

Temporary Change of Use

E t hi h t il h th f ithiEvents which temporarily change the use of an area within a building or an outdoor area where temporary / makeshift structures (e.g tents, stages, booths, stalls) are erected.Example : Bazaars Stage Shows Promotional ActivitiesExample : Bazaars, Stage Shows, Promotional Activities, Carnivals, Nobel’s prize exhibition, NUS Open House, etc.

Indoor / Outdoor Activities

Any activities approved by the appropriate University officialAny activities, approved by the appropriate University official, which present inherent risk to life and property.Example : Night cycling, Dart Competition, BBQ, Road Relay, Overseas Expeditions Mass Swim NUS Biatheron etcOverseas Expeditions, Mass Swim, NUS Biatheron, etc.

Events not requiring safety approval

• Common activities held at facilities that is purpose-built for holding such event Example: Auditorium, classroom, computer lab, theatre.

• Sport events which are held at field of stadium, school or clubsSport events which are held at field of stadium, school or clubs

• Communal dinner, gatherings, receptions

Life Safety For Students’ Activities/Events

When planning for an event:

o Determine Command & Control Organisation Structure

• Supervising Officer / Advisor - Incident Commander• Supervising Officer / Advisor - Incident Commander• Organising Chairperson/ Event Director• Safety Officer

Oth C itt M b• Other Committee Members

o Establish reporting channel & flow

o Obtain Approval from:

• Supervising Officer / Advisor / Hall Master• Supervising Officer / Advisor / Hall Master• Use of Venue/Places & Facility in Campus - OED• Assistance of Campus Security - Campus Security

f l O• Safety Clearance - EM, OSHE• Venue Outside Campus - Relevant Agencies• Use of Public Road - LTA, Traffic Police,

Life Safety For Students’ & Staff’s Activities/EventsActivities/Events

Templates Available

• Risk Assessment Work Sheet For Students’• Risk Assessment Work Sheet For Students Event/Activity (self assessment)

E t Ri k A t F (ERAF) li• Event Risk Assessment Form (ERAF) – online https://stuweb.nus.edu.sg/osh/emergency/Lists/ERAFS/NewForm.htm

• Safety Management Plan (attached with Safety Planning Considerations)g )

• Crisis Management Plan

Thank You