Manager on Duty Tip of the Spear in Crisis Management

Transcription

1 Manager on Duty Tip of the Spear in Crisis Management

2 Your Guests Your Responsibility

3 Vacation: Defined From Old French Vacare, verb: to be unoccupied, repose, left empty of thought or ineffective. Does this explain why our guests sometimes seem unaware, forgetful, discourteous?

4 Run-away-bus management

5 Game Day Preparation MOD Pre-Opening Walk About Morning Stand-up meeting Visual vs. check list Mitigation vs. report High traffic areas Programs staffing Admissions staffing Audio-Visual support Facilities maintenance Drink lots of water MOD After Closing Walk About Debriefing meeting Status for tomorrow Problem areas Anticipated attendance Anticipated weather Make repairs

6 The Thorough Inspection Murphy s Law: You might walk this building, these grounds, everyday but the one day you neglect to inspect, will be the day you pay.

7 The Thorough Inspection

8 Determining the level of crisis Is this an immediate problem? How about now?

9 Responding vs. Managing the Event What level of response is required? Who needs to be informed? What service recovery options are needed? How will this be communicated?

10 How are you preparing your staff? Evaluate policies, plans, procedures and the knowledge and skills of team members Reveal weaknesses and resource gaps Comply with local laws, codes and regulations Gain recognition for the emergency management and business continuity program

11 What s in your emergency exit routes? Did you walk the property today? Do you mitigate then report hazards? What is your call Manager, Supervisor or Lead? Daily review of threats, issues, vulnerabilities and liabilities either on your property, another's or in the news.

12 Trouble Finding Material?

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14 Level Impact Example Responsibility Communication Level 1 Limited in scope Small fire with limited damage. Managed as business as Notification through usual means, Unexpected short-term power outage. usual. handled by affected department. Handled by Manager on Minor weather event, no damage. Manager-On-Duty responds Initial Assessment Team may be Duty and other internal Medical emergency. and manages. notified by Manager on Duty as an departments Minor security incident. FYI. Level 2 Immediate response Moderate to severe Sustained impact to facility affecting one or more buildings due to fire, flood, earthquake, protracted unexpected power disruption, etc. IT disruption (data center outage, major virus). Release of hazardous chemicals in vicinity. Workplace violence. Terrorism affecting region. Inability to perform critical functions. Manager on Duty responds. Initial Assessment Team notified. Incident Management Team activated. Emergency Operations Center activated. Executive Director notified. Manager on Duty notifies Initial Assessment Team. Initial Assessment Team activates Incident Management Team. Communication issued to all employees, key suppliers, and contractors. External stakeholders as necessary. Executive Director. Level 3 Catastrophic Catastrophic Major earthquake, tsunami, explosion, chemical spill, fire or other event that seriously damages MBA buildings and killing animals and/or people. Serious disease outbreak that devastates the collection. Manager on Duty responds. Initial Assessment Team notified. Incident Management Team activated. Emergency Operations Center activated. Executive Director notified. Manager on Duty notifies Initial Assessment Team. Initial Assessment Team activates Incident Management Team. Communication issued to all employees, key stakeholders depending on the impact. External stakeholders. Executive Director. Board.

15 Media at your door your call MOD

16 What Happened to the rest of this Kid?

17 Providing Care Preserving Dignity

18 Response Plans come in all shapes and sizes