Some of the most common emergencies are fire-related. You can be prepared by taking some simple precautions.
Contact your local fire service and ask them to visit your premises and provide advice on the strategic placement of fire extinguishers, smoke alarms, and other necessary precautions. Several smoke alarms and fire extinguishers will be required on most sites. The key is to install and maintain. Prepare a schedule that ensures you test your equipment on a regular basis. Clean the equipment annually and have regular alerts to check the efficiency of equipment and procedures.
2. Introduce procedures for bomb threats.
The bombing of businesses and public places has increased in recent years and can no longer be seen as an occurrence common only to politically sensitive areas of the world. Take bomb threats seriously and ensure your team is trained in the correct procedures. Specialists in this field can help you with your training, but general guidelines would include:
- Train the team in procedures for tracing telephone calls.
- Ensure your team knows how to attract the attention of another team member without tipping off a telephone caller.
- Record the time and date of threatening phone calls.
- When a caller phones, try and obtain information on where the bomb is, what it looks like, when it is set to explode, what will detonate it, why it was set, and who the bomber is.
- Ensure people do not use radios, walkie-talkies, or cellular phones in the area of the bomb.
- Contact the police immediately.
3. Know what to do after a break-in.
Professional thieves may break into your premises after you have closed for the day. If you arrive next morning and discover a break-in, take the following steps:
- Do not enter the premises.
- Use the nearest telephone to call the police.
- If you do go into the workplace, do not touch anything.
- Wait for the arrival of the police before cleaning up or allowing access to customers and staff.
4. Know how to act in a criminal situation.
Make sure your staff know how to act and respond in the case of criminal intrusion during work hours – such as an armed hold-up or hostage situation. Refer to Topic 474.
5. Compile a crisis phone directory.
It’s the directory you’ll never want to use, but it is an essential list that should be located near designated phone points. It should contain the phone numbers of:
- local police station
- fire station
- ambulance services
- Poison Control Centre (if relevant)
- water, gas and electricity utility services
- your closest doctor.
6. Train your team in emergency phone use.
In Australia the emergency phone line is 000, in the United Kingdom 999, and in the United States it’s 911. Such lines should only be used in an emergency. It is important that the caller stays calm, states the problem accurately, gives the location of the emergency, and answers all questions asked by the tele-communicator. Let the emergency operator guide the conversation and do not hang up until help has been organised.
7. Keep an emergency first-aid kit ready.
Every business should have a well-stocked first-aid kit available to staff. It is important that a list of essential supplies is also with the kit; or supplies will be used and may not be replaced. A basic kit should include:
towels and wash cloths, cold packs, assorted bandages, adhesive tape, antiseptic, sterile gauze pads, allergy kit, and disposable rubber gloves.
8. Know how to deal with the media in a crisis.
Emergencies are ‘news’ and it will not be long before the media arrive. You need to deal with the media in a professional manner that will not damage consumer confidence in your business. Check the following tips:
- Your goal is to inform the public with accurate information.
- Only talk to the press when it is appropriate to do so.
- Be patient with the press and avoid using ‘no comment’ answers.
- Minimise media distraction.
- Do not embellish your answers.
- Never lie to the media.
- Tell the bad news and get it over with.
- Do not assume anything is ‘off the record’.
- Decide who in your organisation should talk to the media.