smb prepared playbook - ready rating€¦ · small business team is of upmost importance. as small...
TRANSCRIPT
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SMB Prepared PlaybookEmergency Preparedness Tips for Small Business
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Introduction from Coach Gibbs
I’ve spent much of life coaching football both on the college and professional
levels, and one of my primary jobs in that role was to serve as a leader on and
off the field. This meant preparing myself, my coaching staff, and my players
to go through good times and bad so that we could withstand any challenges
we faced, together.
Today, my team is my small business, Joe Gibbs Racing. Now I’m an owner,
but I still take my job as a leader of this team just as seriously as I did when
I was coaching teams on the football field, and the safety and health of my
small business team is of upmost importance.
As small business owners, the challenges we face daily would only be com-
pounded in the event of an emergency. On the field, in business and in life,
being prepared for adversity—whether that comes in the form of an opposing
team or a natural disaster—is what separates those who simply survive from
those who thrive, and teamwork is the only way to achieve success.
Together with FedEx and the American Red Cross, I have assembled a short
playbook to help you prepare your small business for disasters. As the coach
of your small business ‘team,’ it’s up to you to lead your team to victory.
Best of luck,
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Table Of ContentsSECTION ONE
Assessing the Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 •DisasterResearch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 •TeamAssessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 •RosterSelection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
SECTION TWO: OFFENSIVE PLAYS
Preparing Your Team for a Disaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 •PlayName:Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 •PlayName:Coop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
SECTION THREE: DEFENSIVE PLAYS Reacting to a Disaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 •PlayName:Inside-Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 •PlayName:VIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 •PlayName:StaySocial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
SECTION FOUR: PRACTICE DRILLS
Making Preparedness a Daily Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 •PlayName:Educate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 •PlayName:Practice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 •PlayName:MakeItPersonal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 •PlayName:GreaterImpact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
SECTION FIVE
Expanding Your Playbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 •RedCrossReadyRating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 •FedExSmallBusinessSolutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
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1 SECTION
Assessing the Field Developing an emergency preparedness plan is one of the most important
strategic decisions you will make as a small business owner. Consider how a
natural, human-caused or public health disaster could affect your employees,
customers and workplace. Would business operations continue?
Preparing your small business doesn’t have to be time consuming or expensive.
In fact, experts say one dollar invested in disaster preparedness may save seven
dollars in recovery, and Red Cross’ Ready Rating program makes it easy to
evaluate the strengths and weaknesses of your business.
The following interactive pages will help you assess your knowledge of disasters
and take action to ensure that you and your team are organized and ready.
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Disaster Research Know Your Region and the Types of Disasters Most Likely To Have an
Impact on Your Business
• Research:Findoutwhatemergencieshaveoccurredinthepastandwhat
impactthesehadonotherbusinessesinyourarea.
• Assess:Consideryourfacility’sphysicalcapacitytoresistdamageandproximity
tofloodplains,seismicfaults,dams,hazardousmaterials,nuclearpowerplants
andotherhazards.
Whattypesofhazardsmayimpactyourbusiness?(Fillin)
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
• Take Action: Consultwithyourinsuranceagentandlearnwhatcoverage
isavailableandwhatprecautionstotakefordisastersthatmayimpactyour
business.Remember,manygeneralpoliciesdonotcoverearthquakeand
flooddamage.
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Team AssessmentSelect Captains: Evaluate the Skills and Traits of Your Employees
• Research: Areanyofyouremployeesparticularlycalmandcollectedintimesof
distress?Whichofthemareleaders,andwhicharefollowers?Areanytrained
inbasicfirst-aidandCPRtechniques?(Don’tknow?Ask.Itisrecommended
that10–15percentofemployeesaretrained.)
• Assess: Allofyouremployeesarepartofyourbusinessteam,butnotallof
themmayqualifyasteamcaptains.Byassessingeachemployee’sskillsand
personalitytraits,youcanbegintoselectleaderswhocanchampiondisaster
preparednessandresponseefforts.
• Take Action: Basedonyourassessment,identify1–2employeeswho
canserveasoffensive‘captains’tohelpleadpreparednesseffortsand
1–2employeeswhocanserveasdefensive‘captains’tohelplead
responseefforts.Meetwiththemtomakesuretheyarewillingtotake
ontheresponsibility.Rememberthatyourroleas“coach”istoprovide
support,guidanceandresourcestothecaptains.
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Roster SelectionDefine Each Employee’s Role
Onceyouroffensiveanddefensiveteamcaptainsareselected,workwiththem
toidentifykeyrolesforeachofyourremainingemployees.Whatcanbedoneto
prepareyourbusinessforadisaster?Ifadisasterstrikes,whatneedstohappen
tokeepyouremployees,customers,vendorsandotherstakeholdersinformed?
• Assess
Beforeadisaster,howmanypeoplewillittaketo:
•Puttogether(orupdate)adisasterplan
•Organizeemergencydrills
•Traincurrentemployeesatleastannuallyaswellas
newemployeesastheyarehired
•Continuouslyupdateemergencycontactinformationand
phonetreesandVIPlists(Seepages18and19)
Ifadisasterstrikes,whowill:
•Performessentialbusinessfunctions
•Checkinwithallemployeestoconfirmtheirsafety
•Personallyinformallcustomerswithactiveorders/projects
ofthestatusofyourbusiness
•Checkinwithyoursuppliers,vendorsandVIPs
• Take Action:Meetwithyouremployeestodiscussthedisasterplans,identify
whateachperson’srolewillbeduringandafteradisaster.Writedownthese
responsibilitiesandprovidecopiestoallemployees.
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Preparing Your Team for a Disaster
Once your offensive team captains have been selected and your teams have
been identified, it’s time to create ‘plays’ that will help all employees work
together before a disaster strikes.
The following pages include a couple of plays to help your team put together
a plan for employees and one to help ensure that business operations remain
active following a disaster.
2 OFFENSIVE PLAYS
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Play Name: PlanWrite an Employee PlanYourEmergencyResponsePlanshouldinclude:
• Asystemforwarningemployeesaboutemergenciesandcommunicating withemployeesandlocalemergencyofficialsduringadisasteroremergency.(See‘Drills’onPages18and19forworksheetstohelpyougatherkeycontactinfoforinternalandexternalstakeholders)
• Considerationsforthespecialneedsofemployeeswithdisabilitiesand medicalconditions.
• Evacuationroutesfromyourfacilityandanestablishedlocationwhere employeesshouldgather.
• Provisionsandalocationforemployeestoshelter-in-place.
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Play Name: COOPDevelop a Continuity of Operations Plan (COOP)
ACOOPplanwillhelpkeepyourbusinessoperatingasitrespondsandrecovers
fromtheeffectsofadisasteroremergencysituation.
Here’sachecklisttohelpyoustartdevelopingaCOOP:
√ EstablishproceduresforCOOPactivation.
√ Identifyessentialbusinessfunctionsandstafftocarryoutthesefunctions.
√ Establishagreementsandprocedureswithsuppliers,vendorsandother
businessescriticaltodailyoperations.
√ Createaplanforconductingbusinessifthefacilityisnotaccessible.
√ Identifyrecordsanddocumentsthatmustbereadilyaccessibletoperform
essentialfunctionsandsetupelectronicbackupsystemssotheycanbesafely
storedandretrievedquickly.
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Reacting to a DisasterKnowing what to do before a disaster strikes is only half the battle. How your
team reacts during and after a disaster could have dire consequences to the
health of your business.
The following defensive plays will help keep your team organized immediately
following a disaster.
3 DEFENSIVE PLAYS
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Play Name: Inside-OutCommunicating With Key Stakeholders
Ifadisasterhappens,communicatingwithinternalstakeholders(employees)and
externalstakeholders(suppliers,customers,vendors,etc.)willbeessential.Asimple
phonetreecanhelpyourinternalteamstayinformedandconnectedwhilegiving
eachpersonavaluablerolebymakinghim/heralinkinthecommunicationchain.
Compilealistofthefollowinginfofromeachofyourteammembers:
• Homephone• Cellphone• Incaseofemergencycontactnameandphonenumber• Homeaddress• Emailaddress
Onceyouhavethisinformation,organizeitonpaperwithyouatthetop,followed
byyourteamcaptainsandspreadingouttoallofyouremployees.Seeanexample
ofhowyourphonetreemightbestructuredonthefacingpage.
Don’tforgettoprovideeachemployeewithseveralcopiesforreferenceatwork
andathome.
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Ownerhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Team Captain 1home ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Team Captain 2home ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
Staffhome ________________________________________cell __________________________________________email ________________________________________address ______________________________________emergencycontact ____________________________phone _______________________________________
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Play Name: VIPEmergency Contacts
Identifyexternalemergencyresourcesthatwillprovideassistanceduringorafter
adisasterorotheremergency.
Whowillyoucontactinanemergency?Hereareexamplesofthetypesof
organizationsthatyoumayneedtocontactbefore,duringorafteradisaster:
LocalLawEnforcement
StateLawEnforcement
FireDepartment
EmergencyMedicalServices
Local Government Officials
Mayor
StateRepresentative
Senator
LocalEmergencyManagementOffice
LocalAmericanRedCrossChapter
TelephoneCompany
WaterCompany
GasCompany
ElectricCompany
NeighboringBusinesses
EmergencyRepairServices
EmergencyCleaningServices
PropertyInsuranceCompany
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Play Name: Stay Social Using Social Media to Communicate During and After Disaster
Inadditiontopersonalcallsand/oremails,yourbusiness’ssocialmediaproperties
canalsobeusedtoupdatestakeholdersonthestatusofyouroperationsand
possibleimpactonthem(i.e.delays,cancellations,businessclosure,etc.).
It’simportanttokeepthetoneofyourupdatespositiveandbusinessappropriate.
Hereisanexample:
“As many of you know, <CITY> was recently struck by <DISASTER>.
Unfortunately, our business and many of our employee’s homes are
located in one of the areas that was hardest hit, which may result in
delays in fulfilling customer orders. We truly appreciate your patience
during this time.”
Ifnecessary,provideupdated/temporarycontactinformation,sothatconcerned
partiesareabletoreachyouoryouremployeesdirectlywithquestionsevenifyour
officeisclosed.
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Making Preparedness a Daily Activity
All winning teams have one thing in common—A commitment to practice.
It is not enough to focus on disaster preparedness a couple of times a year,
because skills and knowledge can get rusty. Instead, look for ways to make
emergency preparedness a normal part of your business operation.
The more your team practices, the more comfortable it will be in responding
to an emergency situation in a calm and constructive manner.
The following practice plays can help keep your team sharp and ready for
a disaster.
4 PRACTICE DRILLS
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Play Name: EducateEducate Employees
Considerpartneringwithcommunityorganizationstohelpcreatecomprehensive
preparednesstraining.Allemployeesshouldknow:
• Theirroleduringadisasterandtherolesandresponsibilitiesofkey personnelatyourfacility.
• Warningandcommunicationprocedures.
• Evacuationandshelter-in-placeprocedures.
• FirstAidandCPR(theAmericanRedCrossrecommendsatleast 10-15percentofemployeesaretrainedatalltimes).
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Play Name: Practice Practice Your Plan
Practicemakesperfect.Conductregularemergencydrills.
• Usethedrillstoassessthereadinessofyouremployeesandyourfacility.
• Involvebothpersonnelandcommunityrespondersintheevaluationprocessanduselessonslearnedtoimproveproceduresandtrainingasneeded.
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Play Name: Make It PersonalEncourage Personal Preparedness Among Employees
Youremployeeswillbebetterabletohelpyourbusinessrespondandrecover
fromanemergencyiftheyknowhowtopreparetheirhomesandfamilies.
Offerpreparednesstrainingandencourageyouremployeesandtheirfamiliesto:
• Getakit,makeaplan,beinformed.Afreeonlineeducationmoduleisavailabletohelpthematwww.redcross.org/BeRedCrossReady .
• Encourageemployeestoidentifyalternativeroutesforgoingtoandfrom yourfacility.
• Remindemployeestoalwayskeeptheiremergencycontactinformationcurrent.
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Play Name: Greater ImpactHelp Your Community Get Prepared
Workwithlocalcommunitygroupsandgovernmentofficialstoensurethatyour
communityispreparedfordisastersandotheremergencies.
• Hostblooddrives.
• WorkwithyourlocalRedCrosschaptertotrainpreparednesseducation volunteerstoconductpreparednesspresentations.
• Contributesuppliesand/orservicestoemergencyefforts.
• Adoptalocalschoolororganizationandsupporttheiremergency preparednessprograms.
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Want To Learn More? TheAmericanRedCrossandFedExhaveteameduptohelpmakedisaster
preparednessapriority.Inadditiontotheplayswe’vesharedinthisbook,there
arelotsofresourcesavailabletohelpyourbusinessprepareandthrivebefore,
duringandafteradisaster.
Visithttp://www.readyrating.org/JoinNowFedEx.aspxtotaketheRedCrossReady
Ratingassessmenttofindouthowpreparedyourbusinessisforadisaster.While
youarethere,exploretheResourceCenterforavarietyofinformation,checklists
andguidestohelpyouwithyourgameplan.
And,besuretogotohttp://fedex.com/smallbusinesstogetpracticalinsightsand
toolstoreachyourbusinessgoalsandforexclusiveaccesstosmall-business
offersanddiscountsdesignedtohelpgrowyourbusiness.
5 EXPANDING YOUR PLAYBOOK
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