Emergency Response The People Perspective

Transcription

1 Emergency Response The People Perspective Abigail Pollard Managing Director Blake Emergency Services 5 th March 2015

2 Incidents have a dramatic effect on people Internet Library How a company responds and cares for those people affected is of paramount importance. Internet Library

3 Why does it matter? Humane Expected Reputation Reduced compensation Value of the business Internet Library

4 So who do I need to think about? Those directly affected and their families The Airline and responders The Public Internet Library

5 Those Directly Affected and their Families Who are they? Where are they? What are their immediate needs? Internet Source Do we know their NOK details? What are their contact details? What about the deceased? Internet Library

6 Those Directly Affected and their Families How can we Help Them? Listen. Provide one point of contact. Internet Library Access to an emergency call centre with suitably trained staff. Establishment of a Family Assistance Centre. Do what you say you will, when you say you will. Don t assume what they want or need.

7 The Airline - Internal Other members of staff will know the people who were affected by the accident. Management of the accident may be harder given the level of personal involvement exercising helps. Adrenaline. Two teams. Informal reporting.

8 The Responders Trained - Professionals who are trained for this work. Authorities. Untrained - Members of your organisation or third parties who help those directly affected. Insurers, solicitors, underwriters, loss adjusters. The families of the responders must not be forgotten as they are supporting the responder enabling them to do their job. Internet Library Internet Library-

9 The Public The media are always watching traditional and social media A good response is not reported on, a bad one is headline news Internet Library Internet Library Internet Library Look after those directly affected and their families and you have a better chance of recovery How you are perceived to handle the incident will affect your share price.

10 To Help You Prepare for an Incident 1 Things to do now Plan who will be working with the families on your behalf. Well documented and regularly tested Emergency Response Procedures should be in place. Regular training and exercising of staff in those procedures. Work with the authorities to be prepared.

11 To Help You Prepare for an Incident 1 Things to Remember if it Happens to You: Your training, Your response to the accident is being watch and judged, Work professionally yet with compassion and empathy, Keep the families informed, Keep your Insurers and your Underwriters informed, Respect.

12 Thank you for your time. Australia: South Africa: Blake Emergency Services Head Office Details Tel: +44 (0) (24hrs) Fax: +44 (0) Hour Regional Telephone Numbers: India: USA:

13 Who Are Blakes? Trained Incident Response Team over 600 worldwide Independent & privately owned family UK company Continual Team training & professional development Aviation and funeral service background Dedicated incident experienced Directors and Managers 30+ years of International incident response planning & training

14 Examples of Blakes Incident Experience Family Assistance Family Liaison DNA Sampling Emergency Call Centre Advising Client s Management Team Advising the National ID Commissions Victim Identification Personal Effects Processing Cremation Pyres Assessment Teams Media Support Media Call Centre Counselling Standby for FIFA World Cup Management Support to Client Assessment Team & Oversight Role Repatriations Mass Burials Memorialisation Mortuary Equipment