What is Like Family's Emergency and Critical Incident Policy and Procedure?

For all Like Family Employees, Board Members, and Office Visitors.

1. Purpose and Scope

Emergencies and critical incidents in the workplace can affect people physically and psychologically, and affect program continuity of Social Carers. The purpose of this policy is to ensure Social Carers prepares for and effectively responds to emergency situations and critical incidents through the appropriate use of resources. The prevention and effective management of emergency situations and critical incidents can assist to minimise the negative impact of an unexpected event. This policy applies to all staff, consumers and contractors.

2. Definitions

An emergency is an unplanned or imminent event that affects or threatens the health, safety or welfare
of people, property and infrastructure, and which requires a significant and coordinated response. The
defining characteristic of an emergency event or situation is that usual resources are overwhelmed or have the potential to be overwhelmed.

Emergencies may be a specific event with a clear beginning, end and recovery process, or a situation
that develops over time and where the implications are gradual rather than immediate.
Emergency management is the coordination of an emergency response and management of recovery.
The aim of emergency management is to minimise physical and psychological impacts on all parties and to minimise damage to assets, operations, reputation and staff productivity.

A critical incident is an unexpected traumatic event, involving personal or professional threat, which
evokes extreme stress, fear or injury. Providing appropriate supports following a critical incident is part of emergency management.

A traumatic event is one in which a person experiences, witnesses or is confronted by experiences that
involve actual, threatened or perceived death or serious injury and/ or threat to own or others physical and emotional integrity. The person’s response may then include intense fear, feelings of helplessness and horror, which impact on their sense of ‘self’.

Complex trauma refers to a condition resulting from multiple exposures to one or more traumas. When
repeatedly exposed to traumatic stress, disruptions can occur in brain structure and function, central
and autonomic nervous system arousal, endocrinological and immunological function. These biological disruptions interact with psychological, emotional, cognitive and spiritual processes Mental Health Coordinating Council Home - Mental Health Coordinating Council Psychological Injury Management Guide 2012

Critical Incident Debriefing (CID) is a preventative health measure to minimise the impact of traumatic
events and the development of major psychological health problems such as Post Traumatic Stress Disorder.

3. Principles

Emergency management planning is being prepared for events or incidents that stretch our ability to

cope beyond normal day-to-day capacity.

Social Carers is committed to the protection of consumers, staff, volunteers, Board members, and

visitors during emergencies.

Social Carers swiftly and effectively responds to emergency situations, with the foremost goals of
preserving life, protecting the organisation’s property, and restoring operations as quickly as possible.
Critical incidents can be a threatening experience and appropriate supports are required to minimise

long term effects arising from exposure to the trauma.

4. Outcomes

Emergency situations are prevented as far as practical. The negative impacts of emergency situations

and critical incidents are minimised through effective management.

5. Functions and Delegations

6. Risk Management

All Board members, staff, and volunteers are trained in disaster and emergency response procedures at
induction and quarterly after that. Emergency evacuation drills are undertaken in all sites monthly under
the instruction of Head of Regulations. Disaster and emergency management plans are reviewed
annually and/or following the event of a disaster or emergency situation. As far as possible, traumatic
events are prevented, and the impacts of trauma are minimised following traumatic events.

7. Policy Implementation

All staff have access to and are familiar with policies and procedures relating to disaster emergency
management. All staff have information which outlines actions to follow for various disaster and
emergency situations, and are supported to undertake training for specific roles in emergency and

critical incident.

8. Policy Detail Social Carers

Social Carers identifies, prevents and manages disaster and emergency situations within its sphere of
responsibility and influence, until the arrival of appropriate emergency services. A range of emergency
situations may occur on the premises with the potential to impact on the safety of staff, Board

members, volunteers, students, visitors and consumers, including:

• fire

• gas or water leak

• vehicle and other accidents Injury

• chemical, radiation or biological spill

• bushfire

• storm

• earthquake

• bomb threat

• civil disorder or illegal occupancy

• hostage or terrorist situation

• death

• robbery

• physical (including sexual) assaults.

 

8.1 Risk Assessment

Social Carers use risk assessment processes to identify and control barriers to effective emergency

management.

Staff, Board members, students, volunteers, and consumers are expected to behave in a way which

minimises the risk of emergencies occurring.

8.2 Preparedness

The Emergency Situation Checklist supports the organisation to prepare for potential disaster and
emergency situations, and is reviewed on monthly basis. Disaster and emergency management plans are

reviewed on a quarterly basis.

All staff, Board members, students, and volunteers are provided with training to ensure they are familiar

with the implementation of disaster and emergency management plans.

All staff, Board members, students, and volunteers familiarise themselves with emergency evacuation
procedures, including their responsibilities and the emergency evacuation assembly point.
All fire safety activities undertaken by the organisation are recorded and reviewed to identify gaps in
training, knowledge, equipment or processes. Fire activities include, but are not limited to, fire safety
training, drills and exercises, records of maintenance and inventories of equipment kept.
Where relevant, all staff, students and volunteers familiarise themselves with techniques to minimise

physical and emotional harm from other people.

8.3 Response

When a disaster or emergency situation arises, the primary aim of the response is to ensure the safety

of all people on the premises, preserve life and protect property.
Social Carers initiates recovery and aims to restore operations as quickly as possible.
The availability of critical incident debriefing is an essential component of the organisation’s approach to emergency management.

When required, supportive counselling is provided to consumers, staff, volunteers, students and board
members who are affected by an emergency or critical incident within two hours of the event (for
defusing and mobilisation) and then within 48 to 72 hours (for critical incident debriefing).

9. Emergency and Critical Incident Procedures

Staff, board members, volunteers, students and consumers who experience a critical incident related to
their involvement with Social Carers should immediately inform where possible the CEO. If this is not

possible they should immediately inform COO.

A Critical Incident Report:

• is to be completed by the staff member involved in the incident or notification of the incident.

• is to contain as much information as possible and indicate the people directly involved in the incident.

The staff member who receives the report will ensure that the person(s) identified in the critical incident receives all appropriate support. They are to contact emergency services where required and must contact the CEO immediately.

The CEO in conjunction with COO will assess the Critical Incident and implement a plan of action to follow up the Critical Incident.

Where required, a meeting will be organised to determine issues and responsibilities relating to:

• Assessing risks and response actions

• Liaison with emergency and other services

• Contact with the affected person’s relatives and other supports

• Liaison with other organisations

• Counselling and supporting staff, board members, volunteers, students and consumers not directly involved in, but affected by, the incident.

• Media management (if required)

• Where appropriate Social Carers may be required to provide support to the family in the form of:

• hiring interpreters o making arrangements for hospital/funeral/memorial service/repatriation

• obtaining a death certificate

• assisting with personal items and affairs including insurance issues

Social Carers will conduct a review of actions arising from the above meeting to ensure:

• Follow up such as de-briefing, counselling and prevention strategies have been completed.

• Relevant people have been informed of all outcomes from the incident

• A recommendation as to the response to the critical incident is documented and included in the quality improvement cycle

• Further follow-up required is documented and responsibilities are allocated to appropriate staff.

9.1 Critical Incident Debriefing (CID)

Critical Incident Debriefing (CID) will occur within 48 - 72 hours after the incident.
Debriefing may include individual and group counselling, where the aim is to:

• Decrease feelings of isolation

• Provide people affected by the incident with a facilitated session to assist them to normalise their
  thoughts and feelings. Groups assist people to explore their differing perspectives of the incident and share their similar thoughts and feelings.

There will usually be an initial counselling session, followed up with one or more debriefing sessions.

Initial counselling will occur as soon as possible after the incident, preferably immediately or within a
few hours. Depending on the type or severity of the critical incident, initial defusing may include:

• A short factual statement about what is known about the incident, the possible effects on those
  involved, what is being done for them and what is going to happen in the future, eg.; planned debriefing sessions.

• Information on acute stress response (what is happening to people now) and how people can care for themselves.

• An arrangement for a structured debriefing session within 48-72 hours.

• The provision of different levels of service for those differently affected

• Referrals to various resources including counsellors Social Carers will maintain confidentiality to ensure that:

• • Only a record of when and where a debriefing took place will be kept; and

  • No information will be released without the agreement of the individual or group.

9.2 Evacuation

In the event of an alert to evacuate - either verbal, automatic alarm or manual alarm – and the threat is
not immediate, all consumers, staff, Board members, students, volunteers and visitors:

• Proceed along designated routes to the designated assembly area(s)

• Ensure assistance is provided to people with disabilities and/or special needs

• Most senior person in office to collect visitor sign-in and staff attendance registers and direct people to the assembly point

• Check attendance at the assembly area against the attendance registers.

• Remain at the assembly area until advised by the COO and/or emergency personnel that it is safe to return to the premises.

In the event of an alert to evacuate - either verbal, automatic alarm or manual alarm – and the threat is
immediate, all consumers, staff, Board members, students, volunteers and visitors:

• Proceed along designated routes to the designated assembly area(s)

• Ensure assistance is provided to people with disabilities and/or special needs

• Head of Regulation to collect visitor sign-in and staff attendance registers and direct people to the assembly point.

• Head of Regulation to check attendance at assembly area against the attendance registers.

• Remain at the assembly area until advised by the COO and/or emergency personnel that it is safe to return to premises.

Additional guidelines for threat of fire:

In the event of a fire threat and if it is safe to do so, close all doors and windows and turn off power

supply before leaving the premises.

Additional guidelines for bomb threat:

In the event of a bomb threat and the threat is not immediate, open all doors and windows before

leaving the premises.

9.3 Fire

In the event of a fire:

• Trigger the fire alarm

• Contact fire emergency services.

• Alert the nominated fire warden and/or a senior staff member

• Evacuate people from the immediate area of the fire behind a rated fire door or outside the building

• Fight the fire with existing equipment if safe to do so

9.4 Bomb Threat

In the event of a bomb threat via phone call:

• Remain calm

• Record as much information as possible from the caller using questions and observations including:

• What type of bomb is it?

• How will it go off?

• What does it look like?

• When is it set to go off?

• Where is it?

• When was it put there?

• Who put it there?

• Why was it put there?

• Will it explode or will something be released?

• If a substance is released, what is it? How much is there? How will it be released?

• Observations about the caller: gender, age, accent?

• Any background noise?

• Contact police who can assist in determining if evacuation is required

• If instructed, evacuate consumers, staff, Board members, students, volunteers and visitors as for the above evacuation procedures

• Notify CEO/Manager and/or other senior staff
  In the event of a letter bomb (threat via postal mail):

• Do not disturb, move or touch the package if possible

• Contact police who can assist in determining if evacuation is required

• If instructed, evacuate consumers, staff, Board members, students, volunteers and visitors as for the above evacuation procedures

• Notify CEO/Manager and/or other senior staff

9.5 Suspicious Mail

In the event of a suspicious item of postal mail arriving to the premises:

• Do not disturb, move or touch the package if possible

• If you have touched the article wash your hands if it is possible, within the work area

• Contact police who can assist in determining if evacuation is required

• Inform others present of what has occurred and advise them to stay in their work area

• Prevent others from entering the work area

• Do not attempt to clean up spilt material or brush it off your clothing

• If instructed, evacuate consumers, staff, Board members, students, volunteers and visitors as for the above evacuation procedures

• Notify CEO/Manager and/or other senior staff 9.6 Hold-up In the event of a hold-up situation:

• Assume the offender is armed and that any firearms are loaded

• Comply with instructions given by the offender, doing no more or less than what you are told to do, and answer all questions asked

• Do not attempt to disarm or apprehend the offender

• Take mental notes of details about the offender and any items that are touched by the offender

Immediately after the incident:

• Lock access doors to secure the area and prevent people from approaching

• Notify the police immediately

• Notify CEO/Manager and/or other senior staff

• Attend to the post-incident needs of consumers, staff, Board members, volunteers, students and visitors affected by the incident.

9.7 Earthquake
In the event of an earthquake:
If you are indoors:

• Remain indoors and seek shelter under strongly constructed tables, desks or door frames

• Keep away from windows, fixtures, furniture, and items that may become unstable

• Evacuate the premises if it is safe to do so.

If you are outdoors:

• Move quickly away from buildings, electrical structures and flammable products

• Proceed to designated assembly area if safe to do so.

After the earthquake:

• Check attendance at assembly area against the attendance registers

• Respond to injured people

• Check for gas leaks, power failure and any other hazard

• Turn off electricity, gas and water if it is safe to do so

• Prevent entry to premises if unsafe

• Contact and liaise with emergency services if required

• Notify CEO/Manager and/or other senior staff.

9.8 Flood

In the event of a flood:

• Do not enter the flood waters

• Eliminate potential electrical hazards

• Place high value equipment and records away from impending flood waters if it is safe to do so

• Stay in a safe location while it continues to offer protection

• Evacuate consumers, staff, Board members, students, volunteers and visitors as for the above

evacuation procedures.

• Contact and liaise with emergency services if required

• Notify CEO/Manager and/or other senior staff.

10. Emergency

Contact Numbers Organisation Phone

Police 000
Local Police Fire Brigade 000
Ambulance 000

Local Hospital State Emergency Centre Drug Rehabilitation Counselling National Association of Loss &

Grief Centrelink CEO
Social Carers 1-300-755-507