RMASSS MID-TERM REVIEWER (UNIT 1 &2).pdf

THC 001: RISK MANAGEMENT AS APPLIED E. Dynamic - The risk landscape is constantly TO SAFETY, SECURITY, AND SANITATION changing, as is your organization. Don’t get stuck in a rut. Your organizatio...

THC 001: RISK MANAGEMENT AS APPLIED E. Dynamic - The risk landscape is constantly TO SAFETY, SECURITY, AND SANITATION changing, as is your organization. Don’t get stuck in a rut. Your organization should be able to anticipate, identify, acknowledge, and respond to all kinds of —---MODULE 1: RISK risks, whether they are new, changing, or no longer a IDENTIFICATION—--- concern. You must be able to do this quickly and appropriately. F. Best available information - A robust risk management process relies on past and present data, and anticipations for the future, as well as the limitations and uncertainties surrounding that information. What’s more, all information must be timely and accessible to stakeholders who need it. G. Human and cultural factors - Don’t forget about human behavior and company culture, such as your organization’s capabilities and goals, or stakeholder Risk Management - Coordinated activities to direct objectives. Factors like these can significantly impact and control an organization with regard to risk. risk management, so you must recognize this within Risk - Usually expressed in terms of sources, events, your risk management activities. consequences, and likelihood, is the effect of H. Continual improvement - In life, there is always uncertainty on objectives. more to learn. The same is true for risk management. Effect - A deviation from the unexpected which can You should always be discovering new things and, be positive, negative, or both, and can address, create, through experience, your approach to risk or result in opportunities and threats. management should continually improve. Objectives - Have different aspects and categories and can be applied at different levels. —-RISK ASSESSMENT AND RISK IDENTIFICATION.. Risk Assessment - The overall process of risk —--------RISK MANAGEMENT PRINCIPLES—-------- identification, risk analysis, and risk evaluation, A. Integrated - Ensure that all of your organization’s should be connected and should be conducted activities make risk management a focus. Integrate it systematically, iteratively, and collaboratively, throughout your organization. drawing on the knowledge and views of stakeholders. B. Structured and comprehensive - To achieve consistent results, your approach to risk management —-------FACTORS IN RISK IDENTIFICATION—------- needs to be well-organized and thorough. It can’t be A. Tangible and intangible sources of risk haphazard or sloppy; this only leads to failures down B. Causes and events the line. C. Threats and opportunities C. Customized - Every organization is different. Make D. Vulnerabilities and capabilities sure that your risk management framework and E. Change in the external and internal context process are tailored to your organization, the context F. Indicators of emerging risks in which it operates, and its objectives. G. Nature and value of assets and resources D. Inclusive - Where appropriate, involve H. Consequences and their impact on objectives stakeholders in the risk management process. I. Limitations on knowledge and reliability of Stakeholders are defined as either a person or information organization that can impact or be impacted by your J. Time-related factors decisions or activities. By considering their K. Biases knowledge, views, and perceptions, you can gain L. Assumptions valuable insight to improve awareness and inform M. Beliefs of involved risk management. —-----------------TYPES OF RISK—----------------- —---FACTORS TO CONSIDER IN RISK ANALYSIS—--- A. Likelihood of events and consequences B. Nature and magnitude of consequences C. Complexity and connectivity D. Time-related factors and volatility E. Effectiveness of existing controls F. Sensitivity and confidence levels ---THREAT AND VULNERABILITY ASSESSMENT– Compliance Risk (MANDATORY) - Involve —----AND RISK ANALYSIS—---- government-mandated licenses and business permits Risk is a function of the values of threat, and requirements. consequence, and vulnerability Hazard Risk (PURE) - Risks that can prevent and It is inevitable then, to conduct an initial deter the achievement of the company’s goals, threat and vulnerability assessment missions, and objectives. Threat assessment is considered for the full Control Risk - Risks that can cause uncertainty or spectrum of threats. (Renfroe and Smith, doubt the ability to achieve the company’s goals, 2016) missions, and objectives. Opportunity Risk - Risks that are usually Vulnerability - Combination of the attractiveness of a deliberately sought or embraced by the organization facility or an event as a target and the level of specifically for the future long-term success of any deterrence and/or defense provided by the existing organization. countermeasures. —--------MODULE 2: RISK ANALYSIS—------- —---------------Vulnerability Ratings:------------------ Risk Analysis - An analytical process to provide information regarding undesirable events in which it estimates probabilities and expected consequences for identified risks. Event - Is the occurrence or change of a particular set of circumstances. —----INTERPRETATION OF THE RISK RATINGS—--- –—---RISK ASSESSMENT AND RISK ANALYSIS—---- As discussed in the Philippine National Standard (PNS) International Standard Organization (ISO) 31000:2018 (PNS ISO 31000:2018), the purpose of risk analysis is to comprehend the nature of risk and its characteristics, where appropriate, the level of risk. —--MODULE 3: RISK EVALUATION—-- Risk Evaluation - A process that is used to compare risk analysis results with risk criteria in order to determine whether or not a specified level of risk is acceptable or tolerable. Risk Evaluation Matrix - A management tool that accurately assesses business exposure, based on the frequency and severity of identified potential risks. Risk Assessment and Risk Evaluation - Risk evaluation involves comparing the results of the risk analysis with the established risk criteria to determine where additional action is required. —------ACTION THAT LEADS TO DECISIONS:------- Do nothing further Consider risk treatment options Undertake further analysis to better understand the risk Maintain existing controls Reconsider objectives —----------SEVERITY OF RISK POTENTIAL—-------- Department of Labor and Employment (DOLE), being the lead agency in implementing and enforcing OSH policies and practices, possesses enforcement and Presidential Decree 626 Employees Compensation and State Insurance Fund; Hazard-specific laws regarding anti-sexual harassment; RA 9165 Comprehensive Drugs Act of 2002 RA 8504 National HIV/AIDS Law of 1998 RA 11058 Act of Strengthening Compliance with Occupational Safety and Health (OSH)  Standards and Providing Penalties for Tourism-related organizations prepare and Violations. develop safety and security policies and procedures in order to: Laws and Regulations Under Jurisdiction of Comply with legislative requirements to avoid Government Organizations other than DOLE: penalties and promote good corporate Department of Health: Sanitation Code governance. Department of Agriculture: Fertilizer and Reduce accidents and injuries to avoid Pesticides Act customer complaints, legal issues, equipment Department of Environment and Natural damage, and public embarrassment. Resources: RA 6969, Ratification of Ensure consistent handling of operational Stockholm Convention, Chemical Control problems for quality service delivery and Order, Mining Law (small scale and large); consistent customer experience. RA 9185 Comprehensive Dangerous Drugs Increase efficiency and effectiveness in Act of 2002 marketing, operations, human capital, and RA 6541 National Building Code of the finance. Philippines Facilitate staff training based on needs RA 6969 Toxic Substances Act analysis and plans. RA 9231 Special Protection of Children against Child Abuse, Exploitation and August 1989: Revisions to the OSH Standards, Discrimination Act approved by the Philippine government, DOLE, ILO Manila, and tripartite sectors, provide a better tool International OSH Conventions: for promoting a safe working environment. Since the Philippines became a member of the International Labor Organization (ILO) in 1948, it has Likewise, provisions for communication security ratified 31 ILO Conventions including some related to protocols shall be in place. Some ways of safety and health. communicating workplace safety and security protocols are as follows: As such, Legislation is designed to: New employees' orientation program; Protect workers and members of the public Mandatory safety and security training to from accident, injury, or loss cover all relevant protocols to individual job Present advice and direction on action that roles and responsibilities; needs to be taken to optimize safety and Townhall assemblies or similar activities as security venue employees to raise safety and security Create confidence among the public concerns with management; (domestic and international) in the safe and Inclusion of safety and security as a regular responsible conduct and operation of agenda item in staff meetings and businesses in the country-which an important management meetings; consideration in optimizing travel tourism; Creation of workplace-based safety and and security teams or committees; and Provide penalties for breaches and Inclusion of all safety and security protocols non-compliance which will act as motivation in staff handbooks or the company's to comply with what is required. intranets. B. Provision for Safety and Security Policies and USE OF PERSONAL PROTECTIVE CLOTHING AND Procedures EQUIPMENT Justifications for organizations to develop safety and Personal protective equipment (PPE) can help security policies and procedures. manage control safety and security in some instances. Many organizations will have policies and procedures relating to the use of PPE and clothing: (PPE): 1. Employees - to protect them when they undertake certain duties or engage in certain Face mask/N95 mask activities. Hard hat 2. Customers - to protect them when they Protective vest participate in activities as part of their trip, Fire safety boots travel, or tour which have been identified Protective hand gloves through internal risk management Safe work practices - It practices include regular procedures as posing a potential threat/risk. workplace activities, required duties, and tasks for employees, and activities for tour group members. The use of PPE is the lowest level in the six-tier Hierarchy of Controls available to address risk. The SOPs must be developed to: Hierarchy of Controls consists of: Comply with relevant legislation requiring: - Employers to provide a safe and secure workplace for staff, and - Organizations to provide a safe and secure environment for customers. Align with the concept of "safe place" rather than "safe person" Organizations may have prerequisites to be attained prior to customers engaging in certain attaints of methods of travel. If such a requirement exists, this means that an 1. Elimination - the most effective option: employee must: involves getting rid of the threat/risk. 2. Substitution - This involves replacing a Be advised in detail about prerequisites by hazardous material, ingredient, or piece of type and detail. equipment with a less dangerous one. Be told of customer classifications to which 3. Isolation - means removing people from the these requirements apply, specific to threat, moving the danger away from people particular classes/travelers. to a safe distance, or erecting/using a Be trained in how to inform customers to protective barrier/shield of some kind. maximize communication, understanding, 4. Engineering controls - requires compliance, and avoid confusion. changing/making physical alterations to the Be made aware of the consequences of failing workplace, site, or processes to: Minimize the to apply or communicate requirements, generation of risk, Suppress or contain the including internal disciplinary action and risk; and Limit the risk should an event occur. legal action. 5. Administrative controls - business requiring (for example) to: I. EMERGENCY PROCEDURES - Businesses should Restrict access to an area or activity; develop an emergency management plan (EMP) For Provide assistive technology or their operations. equipment to help with required activities/work. Emergency situations that can identified for the Train staff as appropriate; and business covering both: Develop necessary protocols 1. Internal Emergencies - coming from within Examples of Personal Protective Equipment an organization (e.g. fire, flood, gas leak)  2. External Emergencies - coming from forces C. Resources Availability to Support Required outside their control (e.g. loss of Safety and Security Procedures aircraft/airplane crash) Three Components of Competency-Based II. DEALING WITH DEATH - Businesses which Training conduct tips and tours will commonly have protocols for dealing with the death of a tour member while on Skills activities on tour. Knowledge Attitude III. PERSONAL SAFETY AND SECURITY - This relates to the safety of tour group members and tour Delivery strategies for this training include; staff while on tour and to the security of the Demonstration documents, property, and cash belonging to the Drill/practice company customers. Role-play Information may contain to: Case studies Practical exercises Soliciting Explanations and discussion Drug-related activities Child prostitution Options for training delivery may feature: Public Intoxication On-the-job training IV. EQUIPMENT AND SYSTEMS - Organizations will Buddying-up of less experienced staff with also use a range of equipment and systems to support more experienced workers. required safety and security requirements. Workplace coaching Formal training courses V. GENERAL SAFETY SUGGESTIONS FOR SAFETY TRAVELERS - Get along all times the contact embassy Attendance at nonaccredited training courses when traveling abroad and a photocopy passport. delivered by: Items that used operators based on: Peak industry bodies; Authorities and agencies; and Previous experiences Partners, suppliers, and carriers. Risk analysis of identified threats Formal and/or informal assessment. Funds available Location of the identified threat VI. CUSTOMERS WITH SPECIAL NEEDS - There is an —--PERSONAL PROTECTIVE EQUIPMENT (PPE)--- increasing trend of those with special needs engaging Likewise, organizational support must be given to in travel and tourism. Many countries have legislation ensure: making it an offense to discriminate against those with disabilities. Employees know how to use/wear the items The staff knows how to instruct others in the VII. ETHICAL OPERATION OF THE BUSINESS - use of the items Organizations will always seek to integrate ethical Regular inspections and testing occur as conduct into the operation. appropriate Service and maintenance are provided as required  Items provided are suitable for all those who reach/access a destination, and failure of an use/wear them inclusion to be open or otherwise available. Sufficient items are provided Data loss occurs relating to the loss of Items are readily available when needed. information such as reservations, special requests, customer contact details, —----EMERGENCY MANAGEMENT PLAN—---- information, itineraries, and security codes. Power failure Loss or absence of key staff Disaster recovery —------------EQUIPMENT AND SYSTEMS—------------ The nature of the equipment used will vary between the operators according to: Previous experience, number, or type of events that happened in the past Risk analysis of identified threats Available funds Location of the identified threat ( risk in the —----------CONTINGENCY PLANNING—---------- main office is different even to a similar threat Faults and malfunctions occur with significant that may happen while camping on tour) organizational equipment and systems such as; Examples of Equipment and Systems: Reservation/bookings systems 1. Radio Frequency Identification (RFID) Communication systems 2. CCTV Security systems 3. Motion Detector Travel and transport, vehicles, and/or carriers —-------DOCUMENTATION REQUIREMENTS—------- Stock control systems Heating, Ventilation, and Air Conditioning In traditional way this may include: (HVAC) systems Primary plant and equipment Posters Primary office equipment critical to Checklists processing transactions and customers General Advisory and Safety Information Sheets Adverse weather conditions (unseasonal Information/Advice Sheets weather) which are climatic conditions which Advice provided prior to arrival to new have the capacity to: country Negative impact on bookings and/or D. Consequences of Failing to Follow Safety and patronage and sales Security Procedures Reduce the enjoyment of customers Present a risk to the business and/or to Everyone working in a tourism-related organization customers (all levels and all job positions) needs to know the Cause the cancellation of a planned activity potential outcome of not implementing the required Unexpected issues such as closure of a venue organizational safety and security procedures in listed on the itinerary, inability to order to:  Be able to explain it to other staff. In Laymen's terms, Responsibility means an Be able to describe and demonstrate them to obligation to do anything customers. Motivate them to work in the way required by All employees need to know their individual scope of the business. authority in order to: Enhance job satisfaction and promote a Ensure they act in a way expected by the personal feeling of workplace and job-related employer pride in performance. Perform tasks and responsibilities as directed AVOID the negative consequences like: by the organization AVOID the negative consequences like: Give them confidence and surety in their work activities Need for the business to make an insurance claim. Know their limits so they are aware: Need for staff to assist customers make When they cannot make a decision and/or insurance claims if they travel or their take unilateral action; personal insurance. When they need to refer a matter to a Loss or damage to physical items. superior, and Personal impact in terms of injury, illness, or When they need to involve others in the issue. death. Legal actions. ACQUISITION OF TOUR, TRIP, OR EVENT SAFETY Damage to enterprise image, brand, and AND SECURITY INFORMATION reputation. Disciplinary actions or job loss PRIOR TO EVERY TRIP —------AUTHORITY & RESPONSIBILITY— Tour, or event, an employee needs to acquire —-----FOR-SAFETY AND SECURITY—------- all relevant safety and security information. Discharge duty of care obligations because Authority - The power delegated by senior this information is/should be central to the executives to assign duties to all employees for better ultimate decision about whether the tour, trip, functioning. or event takes place at all, or "as planned." Comply with standard internal organizational In Laymen's terms, authority means nothing but protocols- this is a standard requirement in power. all businesses. Responsibility - The commitment to fulfill a task Be able to share this knowledge with other given by an executive. tour, trip, or event staff  —--MODULE 5: PREVENTATIVE—- A checklist is usually prepared to guide the actions required and ensure nothing is missed PROCEDURES FOR SAFETY AND SECURITY The checklist may have to be completed and signed as proof the checks have been undertaken A. PROVISIONS SAFETY AND SECURITY INFORMATION Checks can be required multiple times per day–for TO THE CUSTOMERS example, in the morning and late afternoon/early An important aspect of following preventative safety and evening and/or at night: attention should be paid security procedures is the provision of safety and security to avoiding “same time every day” so as to avoid information to customers. making the checks predictable. Tourism and hospitality-related businesses need to be proactive in relation to safety and security for the following reasons: To discharge and demonstrate compliance with legal obligations To give customers confidence in their choice of provider and what they are about to experience To inform, advise, assist, and educate the customers To prove those leading the trip, tour, or event have undertaken sufficient and relevant planning, know what is expected/going to happen. and have prepared The following are representative examples of safety and appropriately security checks that may need to be made on tour: To help “set the scene” for the experiences the Monitoring of customers and their actions–this is customers are about to have. an ongoing requirement on all trips/tours. It To demonstrate proof the claims made about needs to be done so action can be taken to address safety and security in advertisements are in unacceptable or unsafe behavior which may; fact/in practice underpinned by actual/practical ○ Negatively impact the satisfaction and action experience of other tour group members Because it is ALWAYS easier, cheaper, and more ○ Give unintended offense to others effective to prevent a problem than it is to ○ Initiate problems with local/members of solve/fix or otherwise respond to the the public consequences ○ Damage the reputation of the travel/tour operator–whose name will be visible to There will commonly be a pre-departure/on-departure local communities/members of the briefing which will provide the opportunity for the tour ○ public on coaches, name tags, luggage guide/tour leader to address the following when providing tags, and similar safety and security information to customers: ○ Prevent damage, injury, or loss Distributing safety and security information through handouts/information sheets, video/DVD, signs and/or posters, demonstrations, and real examples Verbally discussing terms and conditions as it is standard for many organizations to require their sales staff or tour guides/tour leaders Encouraging and answering questions from customers relating to safety and security B. DESIGNATED SAFETY AND SECURITY CHECKS In relation to the requirement to conduct regular safety and security checks, the following generally applies: Patrolling perimeters—this involves foot patrols of (for Actions the tour team/crew will take to ensure example): safety and security, so participants know what to Campsites expect and how to cooperate. Vehicles Room or sites Investigating and/or responding as required: III. WALK THE TALK—-------------------------------------------- It is critical to do what the group has been told to expect—this is vital immediately as the tour/trip commences in order to reinforce what has been stated in the briefing. Guides and leaders cannot afford to "think but do another." IV. START THE TOUR/TRIP ON TIME Starting on time is one of the biggest causes of problems as it often means: C. REQUIRED SAFETY AND SECURITY CONTROL Staff are always trying to play catch-up if PROCEDURES departure is delayed; Written policies, procedures, plans, and other Shortcuts relating to checks, safety and security, protocols. and other actions are taken when the tour is Training to explain requirements. running late; and Practice to enable implementation of practices. Listed inclusions as stated on advertisements/the Constant vigilance—tour guides/leaders must itinerary are compromised from the outset when maintain "situational awareness" by: the tour/trip leaves behind schedule. ○ Observing what is taking place; ○ Listening to what is happening/being said V. KEEP THE GROUPS ○ Monitoring the environment; and TOGETHER—---------------------- ○ Predicting possible problems, threats, and This is important to: difficulties. Develop group cohesion Taking action when the need to do so arises—it is Maintain contact never acceptable to identify a problem, issue, Avoid delays threat, danger, or an unacceptable situation and Identify potential troubles and issues ignore it. Demonstrates contact with the group I. KNOW THE STARTING VI. OVERSEE ACTIVITIES AND DIRECT INFORMATION—------------- ACTIONS—-- It is vital to have an accurate and complete understanding These will involve: of: Strategic positioning for clear sight; The itinerary Listening and watching what is happening; Tour group members Controlling access to activities; Relevant plans and protocols Directing start and finish times; Roles, responsibilities, and capabilities of staff Monitoring everyone’s involvement; Being alert to body language and facial II. CONDUCT A COMPREHENSIVE expressions; PRE-DEPARTURE Foreseeing problems and taking appropriate BRIEFING:-------------------------------------------------- action; -- Maintaining a visible presence; Known or anticipated safety and security issues; Using hand signals and verbal instructions; Protocols to prevent or reduce risks; Intervening as soon as necessary for optimal Consequences for non-compliance with safety and outcomes. security directions; VII. PROVIDE PERSONAL PROTECTIVE CLOTHING Standard procedures will guide actions to investigate AND EQUIPMENT—------------------------------------- suspicious persons and abnormal situations on tours. These will include, but are not limited to the following: Employees should be vigilant for suspicious behavior and Distributing required items; prioritize security. Preventing potential perpetrators by Checking items for safety and purpose; ensuring their presence is observed and noted is crucial, as Ensuring everyone has correctly sized items; "prevention is better than cure.” Demonstrating the use of items; Verifying proper wearing of protective clothing; I. SUSPICIOUS Asking for demonstrations of safety equipment BEHAVIOR—-------------------------------- use; Telltales signs/indicators are: Providing practice opportunities; People loitering in an area without belonging to a Explaining potential dangers/risks; group or tour, seemingly without any good reason; Referring to local signage and safety resources; Individuals who appear anxious or nervous, Ensuring consistent use of appropriate clothing particularly when observed, spoken to, or and items. acknowledged, often exhibit a sense of nervousness or anxiety; VIII. ADHERE TO LOCAL SAFETY AND SECURITY People are found in areas where they have no right GUIDELINES—-------------------------------------------- to be; and ------ People who look out of place. All tour guides and leaders must ensure they learn about and ensure the compliance of tour group members with: II. ABNORMAL Venue safety and security rules; SITUATIONS—-------------------------------- Requirements of individual attractions Abnormal situations may include: Conditions set by providers, carriers, and Doors, windows, vehicles, rooms, and suppliers; luggage/bags that are unlocked or open when they In-country legislation should be locked or closed; Missing items-including stock, materials, property, D. ACTIONS TO ADDRESS ROUTINE IDENTIFIED RISKS resources, AND SECURITY BREACHES Equipment; items that have been misplaced or When tour guides identify on-tour risks and/or relocated without any reason are in the wrong security breaches, they will be expected to place; implement established responses to the individual Damage to property and/or equipment; nature of the issue. Specific responses will depend Settings on equipment that have been tampered on the particular circumstances but can be with or changed; expected to include the following generic Unexplained occurrences; solutions: Tour group members report unusual or unusual Notifying/advising tour group members of the circumstances to tour guides or leaders, which are situation; significantly different from expectations. Providing safety and security of customers and employees on an ongoing basis; Responses in any of these situations ought to include the Limiting actions of customers; actions and practices listed below: Controlling actions and access of groups and/or Use common sense; individuals to activities, areas, vehicles, and other Act - never disregard a problem, but also refrain destinations; from overreacting; Preventing tour group members from engaging in Avoid taking actions that could potentially harm activities if they are physically unsuitable, ill, or the sales or tour group; otherwise impaired; Think before acting; Removing participants from danger, activities, or Capture evidence; locations if they are at risk or putting themselves Alert and include relevant personnel—the in harm's way, appropriate individuals E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS  Signs of unauthorized access in relation to vehicles, venues, and sites; Destinations; Unsecured facilities; Tour threats; and Situations that need to involve emergency services or an external provider. H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND SECURITY ACTION UNDERTAKEN—------------------ Recording internal documentation is commonly essential, especially in taking action on tour to address safety and/or security issues. The following may need to be completed and included: Security and safety inspection sheets and checklists - These are the standard documents completed on a regular basis by tour staff; Internal daily summaries - Provide a forum for tour staff to record events, issues and problems, breaches, or concerns that have been identified in the last hours; When seeking help, the following details should be Reports - Companies can require tour employees included to facilitate the process of responding and to complete a range of reports, such as breach helping: reports, safety reports, security reports, and tour Name of the person calling; reports. Name of the company and the tour; Location; The following may need to be completed and included: Number of the people in the group; and impacted Maintenance forms - To provide the basis for by the issue. initiating repairs/services to nominated gear, equipment, and items; When making calls for assistance: Hazard identification forms - Designed to record Always stay on the line until the emergency information about an issue that has been services operator instructs you to hang up; identified as a threat/risk Be guided by them and their questions; Tour and travel logs - These logs provide a Try to maintain calmness and speak in a normal record of details, such as times, dates, tone and pace. destinations, modes of transport/carriers, and passengers. G. SERIOUS RISKS, HAZARDS, AND SECURITY BREACHES Standard Operating Procedure (SOP) is done by tour staff to identify and report serious risks, hazards, and security breaches. SOP also provides detailed safe practices and procedures needed to perform all tours, trips, and events. Tour staff are considered to overreport rather than underreport. The following are some examples of topics that tour staff would need to report instances of: Equipment that is unsafe, faulty, defective, or not working properly; Loss while on tour; Presence of unauthorized persons;