Prepare your Emergency respons, continuity plan, recovery · PDF filePrepare your Emergency...
Transcript of Prepare your Emergency respons, continuity plan, recovery · PDF filePrepare your Emergency...
Prepare your Emergency respons,
continuity plan, recovery plan
Panel Discussion with PortAventura,Europa Park,
Disneyland Paris,Liseberg,the Safety Committee members
with Q & A from attendeesSeptembre 20th, 2016
• Norms related to Crisis Management• What is the key element of these norms ?• What’s new in crisis management ?• New type of events and threats• Emergency response Plan • Emergency Operations Center (EOC) Activation• Massive evacuations and undercover• Business continuity Plan (BCP)
Agenda
ISO 22399
• The purpose of this guideline is to provide a basis for
understanding, developing and implementing incident
preparedness and operational continuity within an organization
and to provide confidence in organization-to-community,
business-to-business and organization-to-customer/client
dealings
Norms related to crisis Management
ISO 22320
• This International Standard specifies minimum requirements for
effective incident response and provides the basics for command
and control, operational information, coordination and cooperation
within an incident response organization. It includes command and
control organizational structures and procedures, decision support,
traceability, information management, and interoperability.
• This International Standard is applicable to any organization
(private, public, governmental or non-profit) involved in preparing
or responding to incidents at the international, national, regional or
local levels, including organizations
…/Norms related to crisis Management
ISO 22320
a) responsible for, and participating in, incident prevention and
resilience preparations
b) offering guidance and direction in incident response
c) developing regulations and plans for command and control
d) developing multi-agency/multi-organizational coordination
and cooperation for incident response
…/Norms related to crisis Management
…/ISO 22320
e) developing information and communication systems for incident
response
f) researching in the field of incident response, information and
communication and data interoperability models
g) researching in the field of human factors in incident response
h) responsible for communication and interaction with the public
…/Norms related to crisis Management
What is the key elements of these norms
What’s new in crisis Management ?Trends,weakness,opportunities
•Invest in prevention
•Preparedness and organization of the emergency response, Business Continuity plan et crisis Management
Undergoing the crisis or controlling?
•Internal or external events
•threats
Raising of new types of events to manage
•Organization has to be updated from rescue to more complex situations
•Take in consideration stakeholders to manage
Emergency response Organization and preparedness
•How to maintain Operations
•Build recovery plan
•Take in consideration complexity
Business Continuity Plan preparedness
•Traditionally Parks are well prepared to evacuation of locations
•Overall evacuations in a context of emergency has to be considered
•As undercover
Need to be prepared to massive evacuations and undercover
•You don’t manage alone crisis
•Coordination has to be prepared and exercises performed with evaluations
Coordination with Authorities and Agencies
•Take in consideration diffusion of information worldwide in real time
•Communication is also an element to prepare and to organize
•Take in consideration reactive and proactive communication in real timeSocial medias-brand image
New type of events and threats
• Massive attacks
• Threats
• Individual attacksTerrorism attack
• Fire
• Flooding
• Storms, hurricanes
Extreme weather conditions-natural disasters
• Tiger Mosquito
• EbolaHealth disease, pendemies
• Real time worldwide information
• Medias coverageMedias, communication
• Unsafe behavior trend
• Pokemon Go
• Acts of incivilityBehavior
• EOC structure
• Facilities and logistic
• Coordination with Public agencies
• Training, exercises, drills
• Communication
• Brand image, medias management
• HR issues
• Operations management
• Customers relationship
• Recovery plan
• Rescue protocol
• Coordination with public agencies
• Evacuation, sheltering
undercovering
• Staff preparedness
• Logistic
• Systems and chain of notification
• Duties
• Lead time and priorities
NOTIFICATION AND DUTIES
RESCUE PROTECT
EOC
ACTIVATION
ISSUES MANAGEMENT
Emergency response Plan
Emergency Operations Center (EOC) Activation
• Prepared EOC rooms with backup
• System of communication , notification
• Important to establish contact and coordination with authorities, EOC
• Important that Park maintain a certain autonomy to manage action (eg. evacuation)
• Exercises together
• Organization, chain of command
• Predefined list of contacts
• Define strategic and operational teams
• Crisis are rare, so staff are not prepared to such event
• Exercises have to be planned and to be realistic
• With situation of crisis in the crisis
TRAINING EXERCICE DRILLS
EOC
STRUCTURE
FACILITIES
AND LOGISTIC
COORDINATION WITH
PUBLIC AGENCIES
Massive Evacuations and undercover
•Evacuations SOP
•Understanding of the process
•Training
•Exercises
•Capacity to adapt to different situations
•Management/duties capability to lead
•Knowledge of the site, property
• Company’s Chain of command
• Coordination with authorities
•Evacuations pathways
•Identification of locations for undercover, secure these locations
•Keys, locking device
•CCTV
•Balisage
•Lighting
•Cross traffic with emergency vehicles
•Messages public address
•Design process for :
•Normal evacuation :from where we come from
•Alternative evacuation paths: in case of ……
•Taking in consideration different profile of persons to evacuate
•Day or night
•How to secure and protect according to location of event or threat
Process Assets
OperationsChain of
command
Business continuity plan (BCP)(Good practices developed in the ISO22399)
• Mobilize Leaders and staff
• Communication to stakeholders
• Integration of necessary resources, backup
• Check, evaluate implementation plan
• Leader’s review
• Lessons learned of events occurred
• Evaluate adaptation of BCP
• Maintain training and preparedness
• How to limit impacts
• What are the necessary resources
• Coordination with Authorities
• Build and document BCP
• What is our business
• Sources of revenues breakdown
• Impact analysis, Event/revenue
• Hierarchy of risks Business Impact Analysis(BIA) EVALUATION
DESIGN BCP
IMPLEMENTATIONMAINTAIN AND
ADAPT
Business continuity plan (BCP)(Good practices developed in the ISO22399
•Mobilize Leaders and staff
•Communication to stakeholders
•Integration of necessary resources, backup
•Check, evaluate implementation plan
•Leader’s review
•Lessons learned of events occurred
•Evaluate adaptation of BCP
•Maintain training and preparedness
•How to limit impacts
•What are the necessary resources
•Coordination with Authorities
•Build and document BCP
•What is our business
•Sources of revenues breakdown
•Impact analysis, Event/revenue
•Hierarchy of risksBusiness Impact
Analysis(BIA) EVALUATION
DESIGN BCP
IMPLEMENTATIONMAINTAIN AND
ADAPT