Prepare your Emergency respons, continuity plan, recovery plan

Transcription

1 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 attendees Septembre 20 th, 2016

2 Agenda 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)

3 Norms related to crisis Management ISO 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

4 ISO /Norms related to crisis Management 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

5 /Norms related to crisis Management ISO 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

6 /Norms related to crisis Management /ISO 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

7 What is the key elements of these norms

8 What s new in crisis Management? Trends,weakness,opportunities Undergoing the crisis or controlling? Invest in prevention Preparedness and organization of the emergency response, Business Continuity plan et crisis Management Raising of new types of events to manage Internal or external events threats Emergency response Organization and preparedness Organization has to be updated from rescue to more complex situations Take in consideration stakeholders to manage Business Continuity Plan preparedness How to maintain Operations Build recovery plan Take in consideration complexity Need to be prepared to massive evacuations and undercover Traditionally Parks are well prepared to evacuation of locations Overall evacuations in a context of emergency has to be considered As undercover Coordination with Authorities and Agencies You don t manage alone crisis Coordination has to be prepared and exercises performed with evaluations Social medias-brand image 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 time

9 New type of events and threats Terrorism attack Massive attacks Threats Individual attacks Extreme weather conditions-natural disasters Fire Flooding Storms, hurricanes Health disease, pendemies Tiger Mosquito Ebola Medias, communication Real time worldwide information Medias coverage Behavior Unsafe behavior trend Pokemon Go Acts of incivility

10 Emergency response Plan Systems and chain of notification Duties Lead time and priorities NOTIFICATION AND DUTIES RESCUE PROTECT Rescue protocol Coordination with public agencies Evacuation, sheltering undercovering Staff preparedness Logistic Communication Brand image, medias management HR issues Operations management Customers relationship Recovery plan ISSUES MANAGEMENT EOC ACTIVATION EOC structure Facilities and logistic Coordination with Public agencies Training, exercises, drills

11 Emergency Operations Center (EOC) Activation 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 Organization, chain of command Predefined list of contacts Define strategic and operational teams TRAINING EXERCICE DRILLS EOC STRUCTURE COORDINATION WITH FACILITIES Important to establish contact and coordination with authorities, EOC Important that Park maintain a certain autonomy to manage action (eg. evacuation) Exercises together PUBLIC AGENCIES AND LOGISTIC Prepared EOC rooms with backup System of communication, notification

12 Massive Evacuations and undercover 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 Evacuations pathways Identification of locations for undercover, secure these locations Keys, locking device CCTV Balisage Lighting Cross traffic with emergency vehicles Messages public address Company s Chain of command Coordination with authorities Chain of command Operations Evacuations SOP Understanding of the process Training Exercises Capacity to adapt to different situations Management/duties capability to lead Knowledge of the site, property

13 Business continuity plan (BCP) (Good practices developed in the ISO22399) What is our business Sources of revenues breakdown Impact analysis, Event/revenue Hierarchy of risks Business Impact Analysis(BIA) EVALUATION DESIGN BCP How to limit impacts What are the necessary resources Coordination with Authorities Build and document BCP Lessons learned of events occurred Evaluate adaptation of BCP Maintain training and preparedness MAINTAIN AND ADAPT IMPLEMENTATION Mobilize Leaders and staff Communication to stakeholders Integration of necessary resources, backup Check, evaluate implementation plan Leader s review

14 Business continuity plan (BCP) (Good practices developed in the ISO22399 What is our business Sources of revenues breakdown Impact analysis, Event/revenue Hierarchy of risks Business Impact Analysis(BIA) EVALUATION DESIGN BCP How to limit impacts What are the necessary resources Coordination with Authorities Build and document BCP Lessons learned of occurred Evaluate adaptation of BCP Maintain training and preparedness events MAINTAIN AND ADAPT IMPLEMENTATION Mobilize Leaders and staff Communication to stakeholders Integration of necessary resources, backup Check, evaluate implementation plan Leader s review