How to Conduct anAccident Response Simulation

Presented byRobert A. Crescenzo

Vice President Safety & Loss ControlTel: 1-800-782-8902, ext. 3220 / e-mail bcrescenzo@lancer-ins.com

BusCon - Chicago, IL 9/30/10

How to Conduct anAccident Response Simulation

Presented byRobert A. Crescenzo

Vice President Safety & Loss ControlTel: 1-800-782-8902, ext. 3220 / e-mail bcrescenzo@lancer-ins.com

BusCon - Chicago, IL 9/30/10

Crisis Management PlanCrisis 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 PlanCrisis 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.

Crisis Management PlanCrisis 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 HoursThe First 24 Hours The Crash The Response Control Wrap-Up

Part I : “The Crash” Segment

Part I : “The Crash” Segment

First Report Company Response Crisis Plan Initiated Managers Assume Roles

“The Crash” ─ First Report“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

“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)

“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

“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“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

Part II : “The Response” Segment

Accident Scene Management Crisis Team Deployment Insurance Notification/Response Claims Investigator/Attorney Dispatch

“The Response”─ Accident Scene Management

“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

“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

“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

“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

“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

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

“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

“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

“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

“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

“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”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 “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

“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

“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

“Wrap-Up”─ Post-Accident Driver Training/Lessons

Learned Determine needs & promptly implement. Document event carefully.

“Wrap-Up”─ Crisis Management Team

Debriefing/Evaluation

“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

“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.