Crisis Management
Policy & FrameworkPolicy & Framework
Yam Guan ShyhYam Guan ShyhHead, Emergency Management Divison
OSHEOSHE CAA 081007
Office of Safety, Health & Environment (Main Office)Basement, Alumni House
UCC
Emergency Management DivisionNo 2, Prince George’s Park
Emergency Management DivisionEmergency Management DivisionYam Guan ShyhExt 1290 Louise NgEmergency Management g
Ext 8108g y g
Coordinator/Administration
ExecutiveI 2008
Fire SafetyMohammadH i l i
Emergency Planning &
Management
In 2008
Mohammad Fazulee Bin Abdul RahmanExt 7115
Hairulnizam Bin IshakExt 7725Ravindran S/O
SockalingamExt 1501
g
Life Safety of University’s / Students’ Event / ActivitiesCaring Action in
Response to
ExecutiveIn 2008
Response to Emergency
(CARE)Hairulnizam Bin IshakExt 7725
Mohammad Fazulee Bin Abdul RahmanE t 7115Managed by Counselling Centre Ext 7115Managed by Counselling Centre
The 4 PRINCIPLESThe 4 PRINCIPLES
1. Save Lives
2. Minimize Damages to Property
3. Safeguard Reputation of NUS3. Safeguard Reputation of NUS
4 B i C ti it4. Business Continuity
B i C ti itBusiness ContinuityEncompassesEncompasses
Crisis & Emergency Management
Preparedness Response Post Management1. Make Plans (ERP & BCP)2 B d ti
Response (IADA)1 Initiation / Notification
1. Resumption2 Restoration2. Budgeting
3. Co-ordinate4. Prepare site5. Prepare equipment & stock6 T i t ff
1. Initiation / Notification2. Assessment3. Decision
- Define objectivePriority and task list
2. Restoration3. Documentation4. Debrief5. Lessons learnt6 Legal follow up6. Train staff
7. Exercises & drills8. Monitor & resolve ‘Red
Flag’
- Priority and task list- Resources- Communication plan- Coordinating instruction
4 Act
6. Legal follow-up7. Compensation8. Follow-up CARE,
counselling4. Act
- Resource Mobilisation- Resource Deployment
(Areas of Training:Crisis Management, Crisis Communication, CARE, Hotline Manning, use of equipment,
(Activate ERP & BCP)g, q p ,
updating of records & contact numbers)
CRISIS COMMUNICATION FRAMWORK
PRE-CRISIS CRISIS POST-CRISIS
1. Education & Promote Awareness2. Build Competency & Confidence
through training3. Prepare Emergency Response Plan4 Look out for Early Warning
1. Managing Crisis2. Ensure Business
Continuity3. Recovery
1. Recovery2. Lesson Learnt3. Refine SOP & ERP4. Dissemination & Update
4. Look out for Early Warning Indicators
5. Resolve Potential Crisis before it erupts
1. Staff2. Students3. Parents & Families4. Business Partners (Academic & Research Institutions, Suppliers & Service Providers)5 Alumni
STAKEHOLDERS
OSHE – NUS & Ministries (MOE MOH etc)
5. Alumni6. Ministries (MOE, MOH, Police, etc)7. Public
OSHE – NUS & Ministries(MOE, MOH, etc)
Faculties, Schs, Depts & Offices – Staff Students &
OSHE NUS & Ministries (MOE, MOH, etc)
Faculties, Schs, Depts & OfficesInternal stakeholders - Staff, StudentsExternal stakeholders – Media, Parents & Families of affected students Business Partners
OSHE – NUS & Ministries
Faculties, Schs, Depts & Offices – Staff, Students & Business PartnersOffices – Staff, Students &
Business Partners
OCR – External (Parents of NUS students in general, Public & Ministries)
affected students, Business Partners
OCR – Support, assist & advise Faculties & EOC in dealing with:External stakeholders - Media, Public, Business Partners, concerning Parents & Families of NUS
Business Partners
OCR – External (Parents of NUS students in general, Public & Ministries)
Public & Ministries) Partners, concerning Parents & Families of NUS Students & Staff in generalInternal stakeholders - Staff & Students, Alumni
Our BusinessesEmergency Preparedness Planning & Responses
Our BusinessesEmergency Preparedness Planning & Responses
C A R E (working closely with Counselling Centre)C.A.R.E. (working closely with Counselling Centre)
Fire SafetyFire Safety
Life SafetyLife SafetyInfrastructureUniversity Staff’s & Students’ EventsUniversity, Staff’s & Students’ Events
I ti & A ditInspections & Audits
&Training, Drills & Exercises
ALERT LEVELS
Incidents vary by their nature and the level ofi dresponse required.
To determine the appropriate response an incidentTo determine the appropriate response an incidentmust be classified according to its characteristics.
In NUS, incidents can be classified into three types:
• Level 1: Minor Incident
L l 2 E• Level 2: Emergency
• Level 3: Crisis• Level 3: Crisis
NUS CHAIN OF COMMAND IN AN INCIDENT/ EMERGENCY/ CRISIS
University Board of
CRISIS LEVEL
HEADED / COMMANDED BY
yTrustees
NUS PresidentCrisis Executive Group
III
CEM Director(Di OSHE)
Crisis & Emergency Management TeamII & III (Dir, OSHE)Management TeamII & III
Incident Commander(Vice Deans/HODs/Hall Masters/
Snr Mgr, Campus Security)
Unit’s IncidentCrisis CommitteeI, II & III
• Event is a localized event with limited impact to the university.
Level 1 Incident Response Organization
Event is a localized event with limited impact to the university.
• Routine response to a routine and contained event.
• Crisis Management Plan is not activated.
R i i t l ithi d t t ith t l i t• Response is internal within department with external assistance from Campus Security, if deemed necessary.
A Level 1 incident has little or no impact on personnel or propertyor normal operations within or outside the locally affected area.p y
Examples of Level 1 Incidents are:a p o d a
Localized chemical spill, small fire in the lab, localized power failure, trips and falls, minor injuries, etcp , j ,
Level 2 Emergency Response Organization
• An Emergency is a serious event that disrupts one or more operations of the university.
• Level 2 Emergencies may escalate quickly and have serious consequences• Level 2 Emergencies may escalate quickly and have serious consequences for mission-critical functions, or may threaten life safety.
• Crisis Management Plan is activated to the extent as deemed necessary.g y
• Emergency Response is coordinated by Crisis & Emergency Management
Di ecto and assisted b C isis & Eme genc Management Team and the• Director and assisted by Crisis & Emergency Management Team and the Emergency Response Groups
• Commanded by CEM Director. DP (Admin) and VP (CI) will be informedCommanded by CEM Director. DP (Admin) and VP (CI) will be informed and updated regularly.
Examples of Level 2 Emergencies are:a p o g a
Structural fire, accidents resulting in serious injuries, major chemical spills or attempted suicide or any incident that may pose a threat to the reputation of p y y p pthe university.
Level 3 Crisis Response Organization
• A Crisis is a serious event that severely impairs or halts the operations of the university and/or has an impact on the surrounding community
Level 3 Crisis Response Organization
of the university and/or has an impact on the surrounding community.
• It is typically a situation that is presently or soon to be going out of control. Normal university operations are suspended.
• They have the potential to negatively affect the reputation or credibility of the University.
• Crisis Management Plan is activated.
• Managed by NUS President and assisted by DP (Admin)/VP(CI) & CEM g y y ( )/ ( )Director.
• Coordinated by CEM Team.
• Emergency Operations Centre with CEM Team & CEM Committee members as required.
Examples of Level 3 Disasters are:Multi-structural fire, major explosion, major hazardous material release, multiple deaths or injuries involving staff or students, terrorism incident, u p e dea s o ju es o g s a o s ude s, e o s c de ,disease/epidemics, any national level disasters etc
CRISIS & EMERGENCY COMMAND STRUCTURE
CRISIS EXECUTIVE GROUP (CEG)
CRISIS & EMERGENCY MANAGEMENT TEAM
Office of Corporate Relations Legal Counsel
CRISIS & EMERGENCY MANAGEMENT TEAM(CEM TEAM)
Media Relations *Liaison to External Agencies
Corporate Information *Liaison to University Groups
Planning TeamOSHE (CARE)
Campus Security
Resource/Logistic TeamOEDCCE
Operations Team OSHE (EM) *
Campus Security *
Finance/Admin TeamOFS OHR
IROOEDOFSOHROSA
CCECampus Security *OSHE (CARE) *
OED OSA
Unit’s Incident Crisis
OHRRO
OSARO
NUSSU (when required)
Committee members
NUS Crisis Executive Group (CEG)
Chairperson: NUS President / SDP (Vice Chairperson)
Team 2Team 1
DP (Admin) DP (Research & Technology)
ProvostVP (C I f t t )DP (Research & Technology)
VP, OHR CEO, NUS Enterprise
f d
VP (Campus Infrastructure)
Deputy Director, OHRDeputy Director, OSA
Dean of Students, OSADirector, CCEDirector, IRO Director OCR
Deputy Director, OSADeputy Director, CCEDeputy Director, IRODeputy Director, OCRS i M OEDDirector, OCR
Director, OEDDirector, OFSDirector, OSHE
Senior Manager, OEDDeputy Director, OFS
Deputy Registrar, RORegistrar, ROManager, President’s OfficeSenior Manager, OSHE (Secretary)
Deputy Registrar, ROManager, DP (Admin) Manager, Provost’s Office
Crisis Executive Group (CEG) is the highest level of campus authority toapprove or endorse overall priorities and strategies as warranted by situation.
NUS OverallNUS Overall Crisis & Emergency Management Team
(CEM Team)
CEM DirectorIn his absence, one of the following shall serve as Crisis & Emergency Management Director.
• Senior Manager (Emergency Management),OSHE
Senior Manager(Emergency CARE
• Senior Manager, Campus Security
Management) FacilitatorCounselling
Centre
NUS-wide NUS-wideNUS-wideNUS-wideLogistics OperationsAdmin/FinancePlanning
CEM Team
S i M (EM) OSHE (D t )
Team 1
i OS ( i )
Team 2
Senior Manager(EM), OSHE (Deputy)Senior Manager, IROCounselor, Counseling CentreHead, Corporate Information, OCR
Director, OSHE (Director)Deputy Director, IROHead, Counseling CentreHead, Media, OCR Head, Corporate Information, OCR
Officer, Campus SecuritySenior Manager, OEDSenior Manager, OFS S i M OHR
Head, Media, OCRSenior Manager, Campus SecuritySenior Manager, OEDSenior Manager, OFS
Senior Manager, OHRSenior Manager, OSAManager, ROManager, CCE
Senior Manager, OHRSenior Manager, OSA Senior Manager, ROManager CCE Manager, CCE
President, NUSSU Manager, CCEManager/Facilitator, CARE, OSHE
Head, University Health and Wellness Centre is designated as CEM Team medical advisor.
Unit Incident Crisis Committee
Unit Incident Commander
Deputy Unit Incident Commander
Planning Admin/Finance Logistics Operations
Policy & SOPs
Contingency Plans
Cost Tracking
Documentation
Supplies
Resources
Processes
Information
Situation Analysis C.A.R.E. Team
Unit Incident Commander may assign one or more than one Dy Incident Commanders.y
RESPONSIBILITIES OF THE UNIT INCIDENT COMMANDER
1. Coordinating the support of Campus Security Services and the departments Crisis Committees, where applicable.
2. Briefing his various team leaders, by providing information and updates, etc.
3. Determining who should have access to the site.
4. Serving as a liaison with the CEM and External Emergency Response4. Serving as a liaison with the CEM and External Emergency Response Agencies.
5. Being available at all times to act as a site contact.g
6. Providing for the logistical requirements of event containment and management, including establishing sites for response personnel and g , g g p pfunctions.
7. Establishing a staging area (if required) for equipment and personnel by notifying the Emergency Response Groups of its requirements and possible locations.
M b f th U it C i i C itt
• Faculty Administrative and Academic Staff
Members of the Unit Crisis Committee
y
• Faculty Safety Committee Members
• Faculty Safety Officers
• Fire Safety Coordinators and Fire Wardens• Fire Safety Coordinators and Fire Wardens
• CARE Team
Crisis Committee coordinates essential advice and providesCrisis Committee coordinates essential advice and provides emergency information, resources and services to manage the incident.
CRISIS MANAGEMENT COURSE
‘Crisis Management: Business As Usual’
Schedule of Courses
18th Run: Thu 25 – Fri 26 Oct 07 - EOC Room at 2 PGP19th Run: Thu 15 – Fri 16 Nov 07 - EOC Room at 2 PGP20th Run: Mon 26 – Tue 27 Nov 07 - EOC Room at 2 PGP20th Run: Mon 26 Tue 27 Nov 07 EOC Room at 2 PGP
Crisis management Framework & Policyg yCrisis Management Framework (CMF)
Launched on 24 March 2005Launched on 24 March 2005
Crisis Policy An integral part of CMFAn integral part of CMFOutlines the “rules of engagement”Important component of crisis preparationPublicly availablePublicly availableInputs from OCR, OED, OHR, OLA, OSA, RO & UHWC.Approved by SMM on 17 Aug 06
Crisis ManualContains info on CMFPolicy includedyDistributed to key staff only
Highlights of Crisis PolicHighlights of Crisis Policy –General IssuesNUS shall establish a framework to manage crisis and emergenciescrisis and emergencies.
Responsibility of unitResponsibility of unit
Each unit is responsible for its staff & students.
Each unit must develop its own emergency response plan.
Affected unit takes responsibility for management of incidents, establishes its own incident command t t t id f d fstructure, set aside funds for emergency use.
Highlights of Crisis Policy –Highlights of Crisis Policy Resource Issues
Finance – NUS Crisis Fund ($500k) to be used for Level 2 & 3 incidents subject to approval of DP (Admin)2 & 3 incidents, subject to approval of DP (Admin).
ManpowerManpower Crisis Executive Group (Team 1 & Team 2)Crisis & Emergency management Team (Team 1 & Team 2)Faculty Incident commanders Others
Emergency housing & shelter
Transportation
Highlights of Crisis Policy –Highlights of Crisis Policy Media Relations
Dealing with Media
All statements and briefings to media – through OCR.All statements and briefings to media through OCR.
A designated officer to provide facts and relevantA designated officer to provide facts and relevant information to OCR.
Official spokesperson will depend on the nature of the crisis and must be cleared by NUS President or his ydesignate.
PRESS STATEMENTDay/Month/Year
INCIDENT AT NUS
At about ____________ (time/day), ___________(what type of incident and short description- eg fire, fightbroke out, explosion occurred) in ______________ (where – eg a laboratory at NUS Faculty of XXX/ third-floor unit of block 1 at NUS Prince George’s Park Residences, Kent Ridge campus).floor unit of block 1 at NUS Prince George s Park Residences, Kent Ridge campus).
The incident occurred when __________________ (brief description of activity when the incident occurred.)_____________(Number of casualties sustained injury – eg. Three staff members in the laboratory/Tworesidents at the unit sustained injury) and were promptly sent to (which hospital eg. Nationalresidents at the unit sustained injury) and were promptly sent to _____________ (which hospital eg. NationalUniversity Hospital) for medical treatment.NUS is investigating the incident.
For more information please contact:For more information, please contact:
Leila ThayalanHead, Media RelationsOffice of Corporate RelationsOffice of Corporate RelationsNational University of SingaporeTel: 6516-8163; Mobile: 9689-1205OrLawrence ChaiLawrence ChaiManager, Media RelationsOffice of Corporate RelationsNational University of SingaporeTel: 6516-1355; Mobile: 9734-6818Tel: 6516-1355; Mobile: 9734-6818
Highlights of Crisis Policy –Highlights of Crisis Policy Other issues
Release of Personal and Academic Data on a need-to-know basis.
Mandatory Medical Assessment & Therapeutic Intervention.
Head of Unit is empowered to require a medical assessment by referral to UHWCreferral to UHWC.
1st time assessment cost borne by Unit.
On-going treatment cost borne by individual according to existing medical benefit scheme.
Those posing risk to self and others and refuse to seek treatment will be dealt with according to disciplinary proceduresprocedures.
Highlights of Crisis Policy –Highlights of Crisis Policy Other issues
Mandatory Leave of Absence (LoA)
Head of Unit may mandate a leave of absence to secure safety y yand well being of staff and students.
Number of days – to be determined in consultation with OHR (staff) or RO (students)(staff) or RO (students).
LoA to be documented by the unit.
P d li it ti f th L A t b l i d tPurpose and limitations of the LoA are to be explained at interview.
Return to work or study
Unit responsible for allowing staff or students to return to workUnit responsible for allowing staff or students to return to work or study after consultation with relevant medical professionals.
Unit to ensure safe transition back to work / studies.
Highlights of Crisis Policy -Highlights of Crisis Policy Other issues
Actions taken during emergencies
NUS reserves the right to take any action it deems l i hnecessary to resolve or contain such emergency.
I l d ti f t d t t ff i itInclude requesting from students, staff or visitors information (e.g. contact details, addresses, tracking of movement) that will assist in preserving safety.o o e e t) t at ass st p ese g sa ety
Those who refuse to cooperate will be refused non-pemergency services and/or entry into its premises.
Crisis ManualCrisis PolicyRoles & ResponsibilitiesRoles & ResponsibilitiesDefinition of Alert LevelsIncident Command StructureIncident Command StructureChain of CommandEmergency Operations Centre (EOC) Crisis CommunicationGeneric Emergency Response Plan
ActivationActivationNotificationAssessing the situationl hPlanning the response
Resource Mobilization and DeploymentRecovery & Restorationy
CARE –C i i iCaring Actions in Response to an Emergency
• Offer first aid help for social welfare & emotional• Offer first aid help for social welfare & emotional trauma.
• Support and guide those affected.
• Refer those who need more help to professional services.
• Having a seamless continuum of care, making sure people recover well, and can continue withsure people recover well, and can continue with life and work.
Who C A R E s?Who C.A.R.E.s?
Incident Commanders
C.A.R.E. Advisoryy• Counseling Centre• OSHE Manager
C A R E Members
OSHE Manager
C.A.R.E. Members• Appointed Staff in the Faculty/Dept/Sch/Office.
• Student Leaders & Students should be trained.
OSHE’s Role C.A.R.E. ApproachOSHE s Role in CARE
Education Response in Crisis/Emergency
Recovery
1. For C.A.R.E. members2. For Incident Commanders3. Awareness for
1. Victims2 Victims’ family CARE members3. Awareness for
• Crisis Committees• General staff• Students
2. Victims family3. Students4. Staff
Counselling Centre
UHWC (Psychiatrist)
Three courses to prepare CARE members:
1. Mental Health First Aid (MHFA) Course(For NUS staff & students)
2. Managing Crisis Reactions Course (Trauma Care)
3. Managing Crisis Reactions & Response Planning for3. Managing Crisis Reactions & Response Planning for Incident Commanders
B ilding Management St ct e
OSHE
Building Management Structure
OSHE
FoE(Faculty Fire
SafetyCoordinator)
FoS(Faculty Fire
SafetyCoordinator)
SoM(Faculty Fire
SafetyCoordinator)
OTHERS(Faculty/ Dept/
R.IFire Safety
HALLS(Hall Fire
SafetyCoordinator) Coordinator) Coordinator) Fire SafetyCoordinator) Coordinator)
Building Fire Safety Coordinator
BLOCK (s)(Assistant Fire
SafetyCoordinator)
Fire Wardens Fire WardensFire Warden (s)(YIH 1st fl )
Fire Warden (s)(YIH 2nd fl )
Fire Warden (s)(YIH 3rd fl ) Fire Wardens
Fire Warden (s)(YIH, 2nd &
(1st Floor) (2nd Floor)(YIH, 1st floor)• OSA
(YIH, 2nd floor)• OSA
(YIH, 3rd floor)• UHWC (3rd Floor)
( ,3rd floor)
• NUSSU Clubs
MULTI TENANT BUILDING (S) SINGLE-TENANT BUILDING(S)MULTI-TENANT BUILDING (S) SINGLE TENANT BUILDING(S)
Fire Safety TrainingFire Safety Training
Fire Safety Education Course (Level 1)
General awareness and skills for fire safety and fire fighting
Fire Warden Training Course (Level 2)
Roles and responsibilities of Building Fire WardenRoles and responsibilities of Building Fire Warden.
Fire Safety Coordinator Course (Level 3)
Prepares building representatives for their role in campus emergency/disaster preparedness.
They prepare building response plans and coordinate education and planning for all building occupants
Notification / Activation Process/1st Responder on Site
Unit Incident CommanderCampus Security
6874 1616
Unit Incident & Crisis SCDF/Police/Ambulance
CEM Committee (UICC)
PlanningOSHE (CARE)Campus Security
Resource/Logistic
OED
OperationsOSHE (EM)Campus Security
Finance/Admin
OFNCampus SecurityIROOEDOFN
OED CCE
Campus Security OSHE (CARE) OED OSA
OFN OHRRO
OHROSARONUSSU (when
OUnit ICC members
NUSSU (when required)
EVENTOverview of Crisis
Campus Security NotifiedCampus Security will conduct Initial Assessment with Dept
Management Activation
Response LeadersLEVEL 1 (Incident)Campus Security and / or Unit responds•Summons External Emergency RespondersNotifies Security Manager
Security Manager Notified & Assesses Situation
•Notifies Security Manager •Conducts Follow Up with all relevant parties•Follows written protocol
Notifies CEM Director and Manager. Emergency Management
Establish EOCIf Level 1 Incident is not
LEVEL 2 (Emergency)Security Manager and/or Manager, EM meets with Vice Dean/CEM Director
LEVEL 3 (Crisis)CEM Director Activates CEG & EOC, meet with
CEM Team
If Level 2 Emergency is not stabilized by H+48 hrs
Incident is not stabilized by
H+6 hrs
Vice Dean/CEM DirectorBriefings with CEM Team
CEM Team
LEVEL 2 (Emergency)CEM Director briefs CEM
LEVEL 3 (Crisis)Crisis Executive Group
Briefs Board of CEM Director briefs CEM Members Trustees, Ministries and
UniversityRelevant Team
Personnel Attends to Event Site
Relevant Team Personnel to
designated location
Relevant TeamRelevant Team Personnel
Respond to Event Effects
Life Safety for Staff’s & Students’ Event
Events Requiring Safety Approval
Temporary Change of Use
E t hi h t il h th f ithiEvents which temporarily change the use of an area within a building or an outdoor area where temporary / makeshift structures (e.g tents, stages, booths, stalls) are erected.Example : Bazaars Stage Shows Promotional ActivitiesExample : Bazaars, Stage Shows, Promotional Activities, Carnivals, Nobel’s prize exhibition, NUS Open House, etc.
Indoor / Outdoor Activities
Any activities approved by the appropriate University officialAny activities, approved by the appropriate University official, which present inherent risk to life and property.Example : Night cycling, Dart Competition, BBQ, Road Relay, Overseas Expeditions Mass Swim NUS Biatheron etcOverseas Expeditions, Mass Swim, NUS Biatheron, etc.
Events not requiring safety approval
• Common activities held at facilities that is purpose-built for holding such event Example: Auditorium, classroom, computer lab, theatre.
• Sport events which are held at field of stadium, school or clubsSport events which are held at field of stadium, school or clubs
• Communal dinner, gatherings, receptions
Life Safety For Students’ Activities/Events
When planning for an event:
o Determine Command & Control Organisation Structure
• Supervising Officer / Advisor - Incident Commander• Supervising Officer / Advisor - Incident Commander• Organising Chairperson/ Event Director• Safety Officer
Oth C itt M b• Other Committee Members
o Establish reporting channel & flow
o Obtain Approval from:
• Supervising Officer / Advisor / Hall Master• Supervising Officer / Advisor / Hall Master• Use of Venue/Places & Facility in Campus - OED• Assistance of Campus Security - Campus Security
f l O• Safety Clearance - EM, OSHE• Venue Outside Campus - Relevant Agencies• Use of Public Road - LTA, Traffic Police,
Life Safety For Students’ & Staff’s Activities/EventsActivities/Events
Templates Available
• Risk Assessment Work Sheet For Students’• Risk Assessment Work Sheet For Students Event/Activity (self assessment)
E t Ri k A t F (ERAF) li• Event Risk Assessment Form (ERAF) – online https://stuweb.nus.edu.sg/osh/emergency/Lists/ERAFS/NewForm.htm
• Safety Management Plan (attached with Safety Planning Considerations)g )
• Crisis Management Plan
Thank You
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