LSV Pool Safety Summit 2015
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1 WaterMarc Case Study LSV Pool Safety Summit 2015
2 The Day Sunday 2 nd February 2014 Approximately 7:30pm Gary, it s Dave here, I ve just had a call from the DM Hot Day 40c plus 3,900 visits across the day swimmers at time of incident 7 Lifeguards on duty with 1 Duty Manager supervising 3 additional staff Reception and Health Club
3 The Incident Summary
4 The Incident Summary Male and Female rescued - 50m pool Staff performed CPR Revived on the scene by staff and paramedics and transported to hospital Virajitha Kelangi survived and has made a full recovery Paul Rayudu passed away one week later
5 Incident Response Paul and Virajitha were pulled from the water with the help of patrons CPR performed simultaneously by lifeguards with assistance of patrons Staff evacuated entire facility Paramedics arrived within a few minutes and went straight to Paul Virajitha - breathing and heart rate returned, but remained unconscious Paramedics revived Paul s heart but breathing was assisted and he was unconscious Transported to hospital
6 Immediate Communication Plan Everyone should have their own plan to escalate information. Ours followed this path: Duty Manager contacted Operations Manager Operations Manager contacted Centre Manager Centre Manager contacted Regional Manager Centre Manager contacted Council Contract Manager Regional Manager contacted General Manager General Manager contacted Acting CEO Customer Service contacted CS Manager CS Manager handled all early queries
7 The Days After.. Briefing Staff re Media/Social Media Staff/Parents Welfare short, medium and long term Investigation/Reporting incident reports, further interviews, review of qualifications, manuals Visits from WorkSafe Visits from Police Meetings with Banyule City Council (BCC) Updating Stakeholders regularly
8 The Days After and Beyond Managing the incident was all consuming Detailed Incident Report for Police, BCC and BL Operational Review of Incident LSV Critical Incident Review and Recommendations Review of systems Safe Work Method Statements Operational Manuals Area Handbooks for staff Risk Assessments Staff Trainings/Induction Crowd control investigation
9 Unexpected Challenges Who was injured? Getting Updates Police are not providers Police are Black and White Witness Information Who saw what happened? Who assisted? Do we speak with or attempt to speak with? Different Versions of Events Media and Social Media
10 Staff Welfare Traumatic plus keep updated Staff Debrief immediately and removed from shifts for the following couple of days Trauma Assist Counselling next day - Group session Individual Trauma Assist Spoken to prior to commencing first shift to see how they were going. All returned within the week A second group session was arranged following the passing of Paul External Counselling Offer of assistance from BCC
11 Staff Welfare continued Parents of younger staff No Blame Approach to review Dealing with the inconsistencies Shadowed the DM with another DM on first 2 shifts in case he wasn t coping Continue to keep in touch with these staff to ensure they are coping Inquest investigation trigger point Staff supplied with legal representation
12 Media / Social Media /PR Impact TV/Radio/Newspapers/Social Your Policy Requests for comment were frequent Initially no comment, BCC advised and dealt with media Media Advisors TV, Radio and Newspapers ran with it early Social Media persistent and varied-joint responses BCC/BL Challenge of meeting the public s need for immediate feedback and response Frequent reviewing key with smart measured response PR Oh, that s the place, where those people drowned
13 Media / Social Media Impact
14 Emergency Service Communications Response time fantastic Fire Service Ambulance/Paramedics Police Not a news service Hospital - Lockdown First Comments Fire service Clash of heads No Witnesses Herald Sun Swimming Regulations Not Followed Age LSV/Andy Ambulance praise 2 rescues
15 WaterMarc Operational investigation A comprehensive review of all aspects of operation on the day Piecing together the timeline of events Staff qualifications and training Were they qualified? Were they inducted? Had they been provided ongoing training? Staff provision and service Compare to GSPO and contract Ratios / locations Customer activity study for the day in question Equipment audit LSV Critical Incident Review
16 WaterMarc Operational/Procedural Changes Audit of Safety/First Aid Equipment Spare defib pads, child pads and woolen blanket added Spare oxygen and defib relocated to LG Station Review of SWMS LG Supervision and LG Rotations with improved maps Company wide introduction of improved lifeguard deployment plan Review Staff Induction/Qualification Introduction of online system for rostering and completing new staff paperwork Improved checking process Increased opportunity for LG scenario training
17 WaterMarc Operational/Procedural Changes Reviewed Facility Risk Assessment Process Expanded Risk Assessments Reviewed Boom Movement SWMS Improved DM Open and Close Checklists Emergency Action Plan Reviewed with input from all department areas
18 Facility Upgrades Full Audit of PA System Purchase of Megaphone Worked with BCC on PA system audit Full upgrade to Aquatic PA Automated People counter Signage Additional signage 50m Pool, Drop Off Drop Off Exclusion Zone Physical barriers when Aquaplay lanes operating
19 Coroners Inquest First challenge drawn out process Feb Incident Nov First Coroners Directions Hearing May Coroners Inquest July 2015 Final submissions Today still awaiting recommendations Staff anxiety heightened with each of the dates above
20 Coroners Inquest continued The Inquest 5 days Who was present? Order of witnesses Knowledge of industry Role of Counsel assisting Media presence The subplot surrounding our lack of acknowledgement to those assisting My time in the box Supporting staff Dialogue with Council partnership approach
21 Summary of Learnings to Date Opportunity to improve Resource dependent (council and operator) Cost (council and operator) Managing media and social media Support to staff From the Coroners Inquest: Identification of non swimmers Servicing non swimmers Communication with non-english speaking customers LG Ratios??
22 Thank You. Questions?
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