Risk Identification PDF

RISK MANAGEMENT AS APPLIED TO SAFETY, SECURITY & SANITATION TMC214 INTRODUCTION: RISK MANAGEMENT What is the main purpose of risk management? To identify potential problems before they occur so that risk- handling activities may be planned and invoked as needed across the life of the prod...

RISK MANAGEMENT AS APPLIED TO SAFETY, SECURITY & SANITATION TMC214 INTRODUCTION: RISK MANAGEMENT What is the main purpose of risk management? To identify potential problems before they occur so that risk- handling activities may be planned and invoked as needed across the life of the product or project to mitigate adverse impacts on achieving objectives.  SAFETY The condition of being protected from or unlikely to cause danger, risk, or injury.  SECURITY The state of being free from danger or threat.  SANITATION To the maintenance of hygienic conditions by being clean.  WORKPLACE Your work environment impacts your mood, drive, mental health and performance.  RISK, MANAGEMENT, AND RISK MANAGEMENT Learning Outcomes: Define risk assessment. Discuss the importance of risk identification, analysis and evaluation to risk assessment. Describe the principles of risk management, analysis and evaluation. Summarize the factors to consider in risk identification, analysis, and evaluation to risk assessment. RISK, MANAGEMENT, AND RISK MANAGEMENT Risk is unidentified, there are positive or negative effects that may relate to the unidentified. It is possibility - the possibility that something good or something bad might happen, the exposure to the possibility of loss, damage, or injury arising from an uncertainty. Risk in any condition or occurrence that might expose an organization to loss measured in terms of possibility and results. Not all risk is bad. It is needed to look at the worst that can happen and the best that can happen to be prepared for anything in between. ·Speculative risk: The possibility of loss and the possibility of gain. ·Absolute risk: The possibility of loss and NO possibility of gain. Risk includes both opportunities and threats, that should be managed through the management process. RISK, MANAGEMENT, AND RISK MANAGEMENT Management is the planning, organizing, directing and controlling of resources an activity to achieve goals and objectives. Risk Management is the focused detection of consequence to uncertainties with the exact objective to minimize dangers and maximize opportunities using a structured method and common sense, rather than avoiding the issue. Managers look at all exposures, including financial and professional threats to property and life and carry out decisions that lessen the effects of potential losses.  RISK MANAGEMENT PROCESS Risk Management is the identification, assessment, and prioritization of risks followed by coordinated and economical application of resources to minimize, monitor, and control the probability and/or impact of unfortunate happenings to maximize the realization of opportunities.  RISK MANAGEMENT PROCESS – It must be an on-going and active activity because the risks environments are continuously rising, growing, falling, changing, and shifting in terms of rush and priority. – It must also be practical and repeated, assist communication, predicting, and forward planning. Risk Planning – Is the development and maintenance of an organized and continuous method for identifying, evaluating, handling, tracking, documenting, and communicating risks. – A comprehensive and interactive plan must be formed by specifying the activities that will occur, how efforts will be organized, the resources that will be required, and the situation, conditions, or expectations that affect the decisions to be made.  Contents of the Risk Management Plan Performance summary and specifications: ·Type, purpose, goals, and objectives ·Dates, schedules, site, and expected attendance ·Description of activities ·Organizations involvement ·Definitions and specifications ·Authority ·Risk assessment system ·Risk response system ·Resources monitoring system ·Risk management information system  RISK ASSESSMENT PROCESS – The process of identifying and analyzing process to increase the chance of success and reduce the impact of potential losses. – It is a critical component that relies on evidentiary proof of compliance with best practices, and often mandated by law or legislation, without conducting risk assessment you have by default, summarily decided to accept the liabilities for all risks. – Scope of risk assessment: Identification Analysis Evaluation  RISK ASSESSMENT TOOL – A powerful tool as it gives fact-based and science-based decision-making in safety, security and sanitation. – This is a trifocal function of risk assessment as the main process shall be conducted through the discipline of risk identification, risk analysis, and risk evaluation. MODULE 1: RISK ASSESSMENT THE OUTLINE OF RISK IDENTIFICATION, ANALYSIS AND EVALUATION  LESSON 1.1 - RISK IDENTIFICATION Learning Outcomes: Describe the concept of risk management. Explain the significance of risk identification in the use of risk assessment process. Summarize the factors in considering risk identification.  True or False 1. Risk Management are overall activities to direct and control an organization with favor to the outcome of uncertainty on objectives. 2. The purpose of risk management is the making and protection of worth in an organization. 3. Risk can only be stated in a span of its possibility.  ANALYSIS What is recognizing and describing a business risk important? (50 pts.)  RISK MANAGEMENT PRINCIPLES A proactive management tool in preventing occurrence of possible risk and hazards in the company’s value chain. · Philippine National Standards 31000:2018 (PNS ISO 31000:2018) - Creation and protection of value across an organization for performance achievement are the very purpose of risk management with its principles stated:  Value Creation and Protection a. Integrated. Risk management is a whole part of all organizational activities. b. Structured and Comprehensive. Risk management contributes to consistent and equivalent results. c. Customized. Risk management structure and process are customized and balanced to the organization’s external and internal perspective related to its objectives. d. Inclusive. Suitable and timely involvement of stakeholders supports them knowledge, views, and insights to be considered resulting in improved understanding and informed risk management.  Value Creation and Protection e. Dynamic. Risk can emerge, change, or disappear as an organization’s external and internal environment changes. It expects, detects, acknowledges, and responds to those changes in and right and timely manner. f. Best Available Information. Risk management inputs are based on historical and current information and future expectations. g. Human and Cultural Factors. Significantly influences all aspects of risk management at each level and stage. h. Continual Improvement. Risk management is continually improved through learning and experience. Risk Assessment and Risk Identification Risk assessment starts primarily with risk identification. Risk Identification – its purpose is to find, recognize, and describe the risks that might help or prevent an organization to achieve its objectives.  TYPES OR RISKS As Hopkin (2018), risks can be categorized into four. o Compliance (Mandatory) risks. Involve government-mandated licenses and business permits and requirements. o Hazard (or pure) risks. It can prevent and put off the achievement of company’s goals, missions, and objectives. o Control risks. That can cause uncertainty or doubt about the ability to achieve a company’s goals, missions, and objectives. o Opportunity risks. That are usually carefully looked for or take on by the organization specifically for the future long-term success of any organization.  The organization can use a collection of techniques for identifying uncertainties, the following factors and the relationship between these factors should be considered: -Tangible and intangible risk sources -Causes and events -Threats and opportunities -Weaknesses and capabilities -Changes in the external and internal environment -Indicators of emerging risks -The nature and value of assets and resources -Consequences and their impact on objectives -Limitations of knowledge and consistency of information -Time-related causes -Biases -Expectations -Beliefs of those involved Categories of Operational Disruption  Tools and Techniques for Effective Risk Management There are a variety of tools and techniques that can be used in the risk management process to ensure an effective, thorough, and practical approach. o Brainstorming Technique – a group technique for stimulating creative and intellectual ideas that may be used to identify risks using a group of team members, stakeholders and experts wherein each participant’s ideas are recorded for later analysis. o Gap Analysis - an analytical tool used to detect gaps in the plans for or delivery of occurrences, its purpose is to determine any potential discrepancies and system deficiencies. o Hazard Mapping – this technique examines the environment for areas and items of concern.  Tools and Techniques for Effective Risk Management o Interviews – consultation on all department heads, stakeholders and others involved in the operations is an important factor of risk identification. o Risk Assessment Meeting – a very effective method for the identification of risks.it should be required to complete any needed pre-work, compiling risks lists or reports each participant should sign in so the risk manager has a record as evidence of who was in the attendance. o Scenario/Tabletop Exercise – participants are given a scenario or description of an incident or situation and are asked to discuss and examine the causes, effects and other effects by taking the scenario to its reasonable or worst-case conclusion. o Work Breakdown Structure (WBS) Review – a project management tool, a list of the activities, tasks, or work packages required to accomplish the event project.  Tools and Techniques for Effective Risk Management o SWOT Analysis – an analytical tool examines the strengths, weaknesses, opportunities and threats of past and similar events, and identifies or expects the advantages and weaknesses linked with current or future events. THANK YOU!  LESSON 1.2 - RISK ANALYSIS Learning Outcomes: Describe the principles of risk analysis. Discuss the importance of risk analysis to risk assessment. Summarize the factors in considering risk analysis.  ACTIVITY – GROUP DYNAMICS Create a group. What is risk analysis?  ANALYSIS Why the safety and welfare of people must be the number one priority? (50 pts.) RUBRICS RUBRICS  RISK ANALYSIS - An analytical process to provide facts concerning undesirable events that estimates probabilities and expected consequences for identified risks. (Society for Risk Analysis, 2019) - It can be carried out with varying levels of detail and difficulty, depending on the purpose of the analysis, the availability and reliability of information, and the resources available. - Provides feedback to risk evaluation, to decisions on whether risks need to be treated and how, and on the most applicable risk treatment strategy and methods. Risk Analysis Techniques Factors to consider: - Qualitative - The possibility of events and consequences - Quantitative - The nature and importance of consequences - Both - Difficulty and connectivity - Time-related factors and unpredictability 3 primarily types: - The effectiveness of existing controls - Sensitivity and sureness levels - Root cause - Decision - Influence analyses  Risk Analysis Tools and Techniques 1. Cause/Effect Analysis – A graphical predictive or diagnostic analytical tool used to o explore root causes or factors that contribute to positive or negative effects or outcomes.  Risk Analysis Tools and Techniques 2. Fault Tree Analysis – Another form of the cause/effect analysis, this deductive tool comes with a conclusion and then attempts to determine the specific causes of this outcomes.  Risk Analysis Tools and Techniques 3. Decision Tree Analysis – An evaluation tool describes a decision under consideration and examines the implications of selecting a risk response option over another.  Risk Analysis Tools and Techniques 4. Influence Diagram – A graphical evaluation tool is like mind mapping and explains the effects and scope of connections any one element or change will have on other event elements, plans and associated risks.  Risk Analysis Tools and Techniques 5. Probability/Severity Matrix – A tool used to quantify the possibility and impact of identified risk to select risk response activities.  Risk Analysis Tools and Techniques 6. Constraint Analysis - The factors that limit capability or capacity and they fall into four categories: scope, quality, risk, resources, budget and schedule.  Threat and Vulnerability Assessments and Risk Analysis - The probability of threats is identified, a vulnerability assessment must be performed to consider the potential impact of loss from a successful attack and vulnerability of the facility, location or event to an attack. - It may include detailed analysis of the potential impact from explosive, chemical or biological attack.  An impact forms the given threat are categorized as follows: o Devastating – The facility is damaged/contaminated outside habitable use. Most items are lost, destroyed, damaged or beyond repair/restoration. o Severe – The facility is partially damaged/contaminated. Some items are damaged, beyond repair, but mostly intact. The entire facility may be closed for a period. o Noticeable – The facility is temporarily closed or unable to operate, but can continue without an interruption of more than a day. Limited items may be damaged, but much of the facility is not affected. o Minor – The facility experiences no significant impact on operations and here is no loss of major items.  A sample definition of vulnerability are as follows: o Very High – This is a high-profile facility that provides a very attractive target for potential rivals and the level of restriction and or defense provided by the existing countermeasures is inadequate. o High – This is a high-profile regional facility or a moderate profile national facility that provides target and or level of restriction and or defense provided by the existing countermeasures is inadequate. o Moderate – This is a moderate profile facility that provides a potential target and the level of restriction and or defense provided by the existing countermeasures is adequate. o Low – This is not a high–profile facility and provides a possible target and either the level of restriction and or defense provided by the existing countermeasures is adequate. Risk Analysis can be designed also in combination of the impact of loss rating and the vulnerability rating to evaluate the potential risk to the facility or an event form a given threat. Matrix Identifying Levels of Risk Very High: 4 checks High: 3 checks Moderate: 2 checks Low: 1 check Interpretation of the Risk Ratings THANK YOU!  LESSON 1.3 - RISK EVALUATION Learning Outcomes: Describe the principles of risk evaluation Discuss the importance of risk evaluation to risk assessment. Summarize the factors in considering risk evaluation.  ACTIVITY Why there is a need to evaluate a risk connected with a tourism attraction or activity? (50 pts.)  RISK EVALUATION The process of review and measurement or rating against established values. Comparing risk analysis results and risk criteria to determine whether a specified level of risk is acceptable or tolerable. Evaluation methods used for post-evaluation: -Questionnaires -Interviews -Statistics  Probability/Severity Matrix – A tool used to quantify the possibility and impact of identified risk to select risk response activities.  Risk Evaluation Matrix – A management tool which correctly assesses business exposure based on frequency and seriousness of identified possible risks.  Purpose of Risk Evaluation – To support decisions. – This lead to a decision: Do nothing further Consider risk treatment options Accept further analysis to better understand the risk Maintain existing controls Reconsider objectives  Risk Response – Encompasses evaluation, selection, and implementation of techniques for handling risks, including what is to be done, when, and who will be responsible. –The four typical risk options are the following: Avoidance - cancelling Reduction – reducing their exposure Retention – retain assumes and accepts certain losses – passive (risks are retained without the knowledge occurring) and active (risks identified and decision are made to retain and pay losses from the owners resource. Transference – transferring responsibility to other parties.  Risk Response The questions to ask when considering the risk response options: Will it still meet the needs of the event? Will it be effective? Is it affordable? Is it economical? What effect will it have on the event? What effect will it have on the other identified risks? – It should be used to integrate the individual risk response plans with each other and with overall plan: 5W’s and 1H  The fallacy of Control – Include preventive measures to prevent what you can prevent, and then focus on preparedness. – The more you are aware of what could go wrong, the better prepared you can be to react and respond properly and effectively to an incident or occurrence. – There are always changes occurring, and things never go exactly as planned and no one can ever eliminate risks. – You have no control over changes happening, only your ability to react effectively to those changes. – You must be positive about the ability to be responsive.  Risk Communication – It involves both information transfer and consultation, requiring two-way qualifications for giving and getting messages about the entire scope of the event and its risk management activities, actions and outcomes.  Risk Documentation – It includes the recording, reporting, maintaining, and archiving of assessments, analyses, response plans, monitoring and control results, and other records and documents. – Documentations adds knowledge base, supplying related data that not only promotes the identification and understanding of what could go wrong, it also provides a method for identifying what could go better to take full advantage of the possible results. – organizations established policies and procedures for acquiring and protecting these assets: What to get What to keep Why keep kit How to keep it  APPLICATION Using the lesson 1 activity – Identifying Hazard on your home or workplace. Create a risk assessment identify, assess and control hazards that exist within the scope. THANK YOU! MODULE 2: RISK ASSESSMENT AS APPLIED TO SAFETY AND SECURITY LESSON 2.2 - PREVENTIVE PROCEDURE FOR SAFETY AND SECURITY TOPICS: a. Provision Safety and Security Information Customers b. Designated Safety and Security Checks c. Required Safety and Security Control Procedures d. Actions to Address Routine Identified Risks and Security Breaches e. On Suspicious Persons and Abnormal Situations f. Assistance to Address Safety and Security Needs from Relevant Personnel g. Serious Risks, Hazards, and Security h. Complete Documentation to Record Safety and Security Actions Undertaken  ACTIVITY Instruction: Students will have situational video viewing in relation to safety and security. A group task in which they must recognize the nature of a problem and analyze it to propose strategies for its solution based on the video they viewed. (50 pts.) PHILIPPINE SENATE AND HOUSE OF REPRESENTATIVES Enacted Republic Act 11058 (RA 11058) or Act of Strengthening Compliance with Occupational Safety and Health (OSH) Standards and Providing Penalties for Violations and President Rodrigo Duterte signed it into law last August 17, 2018. Adapted form the Philippine National Standard International Standard 31000:2018 (PNS ISO 31000: 2018) Republic ACT 11058 (RA 11508) Declaration of Policy  LESSON 2.1 - IDENTIFICATOIN OF SAFETY AND SECURITY Learning Outcomes: Illustrate business enterprise safety and security policies, its consequences of not following safety and security and procedures. Identify resources available, authority and responsibility of people in-charge for safety and security procedures. Attain relevant safety and security information about tours, trips or events.  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) Department of Labor and Employment being lead agency in executing and imposing OSH policies and practices, takes implementation and rulemaking powers in regards with the following laws and standard: A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) Philippine Labor Code on prevention and compensation and benefits. The Administrative Code on Enforcement of Safety and Health Standards. The Occupational Safety and Health Standards (OSHS). Executive Order 307 creating the Occupational Safety and Health Center under the Employees Compensation Commission. 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 Violations.  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) Occupational safety and health in country is important administered by the Philippine Constitution of 1987, which states that under Article XIII, Sectio 3:  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) “The state shall afford protection to labor, local, and overseas, organized and unorganized, and promote full employment and equality of employment opportunities for all. It shall guarantee the rights of all workers to self-organization, collective bargaining and negotiations, and peaceful concerned activities, including the right to strike in accordance with law. They shall be entitled to security of tenure, humane conditions of work, and a living wage. They shall also participate in policy and decision-making processes affecting their rights and benefits as may be provided by law. The state shall promote the principle of shared responsibility between workers and employers and the preferential use of voluntary modes in settling disputes, including conciliation, and shall enforce their mutual compliance therewith to foster industrial peace. The state shall regulate the relations between workers and employers, recognizing the right of labor to its just share in the fruits of production and the right of enterprises to reasonable returns on investments, and to expansion and growth.”  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) o Laws and Regulations under jurisdiction of Government Organization other than DOLE Department of Health: Sanitation Code Department of Agriculture: Fertilizer and Pesticides Act Department of Environment and Natural Resources: RA 6969, Ratification of Stockholm Convention, Chemical Control Order, Mining Law (small scale and large) RA 9185 Comprehensive Dangerous Drugs Act of 2002 RA 6541 National Building Code of the Philippines RA 6969 Toxic Substances Act RA 9231 Special Protection of Children against Child Abuse, Exploitation and Discrimination Act  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) o International OSH Conventions Philippines is a member in International Labor Organization since 1948 adopted a Promotional Framework Convention on Occupational Safety and Health and its accompanying recommendation promote the development of a “preventive safety and health culture.”  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) o International OSH Conventions Legislation designed to: Protect workers and members of the public from accidents, injury and loss. Present advice and focus on action which needs to be taken to improve safety and security. Create confidence among the public in the safe and responsible conduct and operation of businesses in the country. Provide penalties for breachers and non-compliance which will act as motivation to fulfill with what is required.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES o International OSH Conventions The legal basis of Occupational and Health (OSH) laws in the Philippines is the Presidential Decree 442 otherwise known as Labor Code of the Philippines. - Passed in 1974, and the relevant provisions on OSH were continued under BOOK IV of the Labor Code. - Includes improved and strengthened labor and social laws to provide full protection to labor, promote employment and human resources development, and ensure industrial peace based on social justice. - DOLE thrusts were also based on this law which are: Promotion and human resources development Maintenance of industrial peace Worker’s protection and welfare.  A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS (LEGAL BASIS) With the legal structure for safety and security, employers will provide a wide range of policies and procedures for employees to follow to improve workplace safety and security.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES Explanation for organizations to develop safety and security policies and procedures. Tourism-related organizations prepare and develop safety and security policies and procedures: Comply with legislated requirements to avoid penalties and create a good corporate citizen image and good corporate governance. Reduce the chances of accidents and injury to avoid customer complaints, decrease of repeat business, incidence of legal suit, damage to requirement and facilities, and public shame. Provide uniform and standardized dealing with or handling of common operational problems and circumstances, uniformity in the delivery of quality goods and services to achieve customers experience consistency. Increase productivity and effectiveness of business operational activities and processes as applied to marketing, production, human capital and finance. Reflect the exceptional nature of organizations with fit to details of safety and security practices. Help staff training in required practices based on training needs evaluation and plans.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES August 1989 – revisions to the OSH standard with tripartite sectors: Philippine Government through Bureau of Working Conditions Department of Labor and Employment International labor Organization – all establishments covered will now be provided with a better tool for promoting and maintaining a safe and conducive working environment. – contains administrative requirements, general safety and health rules, technical safety regulations, and other measures to eliminate or reduce OSH hazards in the workplace.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES Communicating workplace safety and security protocols shall be in-place are as follows: New employees’ orientation program Required safety and security training to cover all important procedures to individual job roles and responsibilities. Townhall meetings or similar activities as venue for employees to raise safety and security concerns with management. Addition of safety and security a regular plan item in staff meetings and management meetings. Design workplace-based safety and security teams and committees. Addition of all safety and security procedures in staff handbooks or company intranets.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES Personal Protective Equipment (PPE) Can help manage/control safety and o Customers – to protect them when they join in security in some occurrences activities as part of their trip, travel or tour which Organizations have policies and have been recognized through internal risk procedures relating to the use of PPE: management procedures as posing a potential threat/risk. o Employees – to protect them when they Common activities will include: start certain duties or engage in certain Wearing seatbelts in vehicles or others activities. Using/wearing helmets, guards and other Common duties/activities will include: protective items when playing sport or games or Cleaning and dealing with chemicals involving any adventure-type activities which Dealing with hot products, food and drinks carry natural dangers Handling petrol or other flammable liquids Travelling/touring in dangerous environment Working in dangerous environment  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES The Hierarchy of Controls consists of:  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES 1. Elimination – the most effective option – involves getting rid of the threat /risk 2. Substitution – the second most acceptable method – involves replacing the hazardous process/procedure or product with a less hazardous one 3. Isolation – means removing people from the threat or moving the danger away from people to a safe distance or creating/using a protective barrier/shield of some kind 4. Engineering controls – requires changing/making physical changes to the workplace, site or processes to: Lessen the generation of risk Hide or limit the risk Limit the risk in should an event occur  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES 5. Administrative controls – requiring the business to: Control access to an area or activity Provide assistive technology or equipment to help with the needed activities/work Train staff as applicable Develop required procedures 6. Personal protective clothing and equipment (PPE) Examples: fire safety boots and protective hand gloves  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES Safe Work Practices - It includes, but not limited to regular workplace activities which employees are expected to do, workplace activities, duties and tasks are required to accept and engage. - Standard operating procedures (SOPs) must be established to: o Comply with pertinent regulation Employers to provide a safe and secure workplace for staff Organizations to provide a safe and secure environment for customers o Bring into line the concept of “safe place” rather than “safe person” – meaning the employer is required to make workplace safe rather than rely on people humans to do the right thing to make it safe/not cause accidents or injury. “Safe place” is an inactive approach in which the place/activity will be safe regardless of who uses. “Safe person” is an active option relying on the person to take certain actions to remain safe.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES o Protect people, which means employees and customers - Customer prerequisites o Organizations may have required prerequisites prior to customers engaging in certain activities these includes: Valid passport or visa Travel insurance Physically fit for the intended activities Return ticket Cash and traveler’s check Full payment for tour/travel/ticket by a given date  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES o If these requirements exist, means that any employee must: Be advised in detail of what these prerequisites are by type and detail of each Be told of the groupings/types of customers to which they apply commonly these are specific to classes of customers/travelers or tour or trips. They are not generally applicable. Be trained in how to inform customer to expand communication, enhance understanding, improve obedience and avoid annoyance, confusion or misunderstandings Be mindful of the consequences of failing to apply or communicate the procedures/requirements which may include inside disciplinary action; legal action, refusal of other business to honor promises made because the prerequisite settings have nor have been met.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES I. Emergency Procedures - Develop an emergency management plan (EMP) for the operations. - Include a series of emergency procedures designed to address risks/threats which have been identified for the workplace or others like off-site travel and tour activities. - Following EMP: o Internal emergencies like fire or flood, gas leak, loss of power, armed hold-up and loss of data or bookings. o External emergencies are events which may happen on tour such as loss of aircraft where carrier airplane collided, vehicle collapse and accident, medical emergency, detention of a tour group member, missing person/tour group member.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES I. Emergency Procedures o Complete, approved and effective measures to follow and action to take to address the recognized situation in chronological order. o Roles and responsibilities of selected personnel as required by the nature of the emergency/response. o Communication requirements to inform relevant others to advise and find assistance. o Appropriate safety and security tips, advice and required protective actions as suitable to the nature of individual recognize threats or emergencies. o People or organizations to contact that include names, addresses and contact numbers. o Contingency plans.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES I. Emergency Procedures All EMP should be: o The result of planned analysis in the operations and following formal risk management procedures of identified threats/issues. o Documented to facilitate information dissemination of requirements to staff and customers. o Practiced by training and drill must be provided to support and enable execution. o Resourced as appropriate equipment or devises must be provided. o Reviewed and revised as needed on a regular basis to guarantee importance and proper application.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES I. Emergency Procedures - Emergency procedures need to develop to: o Demonstrate due diligence/duty of care. o Give customers assurance in the business. o Assist effective reactions to emergencies. o Meet insurer requirements. o Complete contractual agreements with partners. o Develop/protect business image and status. o Submit with authorized obligations.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES II. Dealing with Death - Businesses which conduct trips and tours will commonly have protocols for dealing with the death of a tour group member while on activities or tour. - These protocols will cover action to address requirements and direction in relation to: o Protecting the scene. o Respecting the lifeless person. o Reporting requirements to local authorities and head office. o Comforting others. o Taking evidence, information, and details relating to the event by taking photographs, making notes, and asking for witnesses. o Assisting officials and authorities. o Dealing with the media. o Not admitting liability. o Not releasing details of the deceased to others apart from officials. o Determining action to take either to terminate trip/tour or adjust itinerary.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES III. Personal Safety and Security - The safety and security of tour group members and tour staff while on tour to the security of documents, property, and cash belonging to the company customers. - Protocols referring the issues for personal safety and health will commonly address but not restricted to the following:  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES III. Personal Safety and Security o Identification of threats and issues to be encountered. o Provision for suitable facilities for activities to allow security and asset protection. o Training of staff in relation to use of facilities and resources provided, identify problem areas in relation to security concerns and issues. o Dissemination of information to include hard copy advice: Kits including relevant materials and requirements to ensure they contain current information in these kits may relate to: - Soliciting - Drug-related activities - Child prostitutions - Theft - Assaults - Public Intoxication o Provision of list of contracts for areas that will be visiting associated with the primary contributor.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES IV. General Safety Suggestions for Travelers o Safe-keep traveler itinerary. o Avoid travelling at night. o Avoid crowded areas during nighttime. o Seek advice from a reliable source. o Bring along all times the contact embassy when travelling abroad a photocopy passport. o Avoid using ATM’s. o Use a secured credit card, manager’s check, and traveler’s check. o Do not engage in socio-political protest and other activities. o Be aware of fire escapes and emergency exits. o Familiarize with the information about accommodation, local police stations, travel agent and embassy.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES V. Customers with Special Needs - Increasing trends of those with special needs engaging with travel and tourism. - Philippines the Magna Carta for Disabled Persons was enacted in 1992 through Republic Act No. 7277 an act providing for the rehabilitation, self-development and self-reliance of disabled persons and their integration into the mainstream and for other purposes.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES V. Customers with Special Needs Safety and security may include, but not limited to the following: o Developing packages, products and services which are inclusive and suitable. o Planning routes and activities with their needs. o Providing wheelchair access to rest rooms. o Providing vehicles used with wheelchair compatible facilities. o Ensuring restroom facilities are available. o Liaising proactively with special needs customers to identify their needs not only to responding to their needs. o Staff training and awareness to practical assistance, techniques and strategies to facilitate engagement in activities. o Providing dedicated staff to assist. o Creating a committee within the workplace to develop, maintain a positive relationship. o Seeking feedback to identify lessons that can be learned to improve activities.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VI. Travel Insurance - The main benefit of travel insurance is it protects them from the unforeseen circumstances which can be associated with travel such as: o Need to delay, defer or cancel travel arrangements due to health. o Accident and injury. o Death. o Theft of items. o Evacuation. o Compensation in the event of flight cancellations. o Loss of documents and credit cards. o Lost luggage.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VI. Travel Insurance - Exclusions: o Accident or injury linked with participation in professional sporting events. o Expenses connected to childbirth. o Personal decision to change travel plan “Change of mind” or “disclination to travel”. o Travelling to countries where government warnings not to do so. o Expenses/compensation which can be claimed against the carrier.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VII. Approval from Authorities - Approval form government authorities for elements of proposed tours. - Need to seek approval from those with interests in: o Immigration. o Customs. o Parks and Wildlife or Natural Attractions. o Health. o Travel and Tourism.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VIII. Media Communication following an event/incident - Operators seek to control their communications with the media. - This is especially the case where there has been ab event or incident such as: o Accident or injury while on tour. o Close/calls/ near misses happening. o Damage to property or equipment while on tour. o Loss of company member while on tour. o Delays/postponements/cancellations of activities. o Complaints made by media by dissatisfied customers.  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VIII. Media Communication following an event/incident - Protocols in this regard will cover: o Identification of persons who have organizational approval to deal with the media. o Need to never admit liability or allocate blame in the first occurrence o Definition of standard details which may be released to the media such as: Dates and times Destinations and locations Name and types of tour Numbers on tours Names of carriers  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES VIII. Media Communication following an event/incident o Internal requirements for: Developing media releases Checking and authorizing/approving media releases for release Responding to media inquiries o Details regarding: Types of approved contact with the media Frequency of media release and interviews o Training in dealing with the media which should feature: Role-plays Simulated scenarios  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES IX. Ethical Operation of the Business - Organizations will always search to take part in ethical conduct into the operation for their business to: Meet legal and contractual responsibilities. Maintain a positive image for the business in the market. Remain a responsible corporate citizen. Cultivate a basis for optimizing: Repeat business Referral business  B. PROVISION FOR SAFETY AND SECURITY POLICIES AND PROCEDURES IX. Ethical Operation of the Business o Need openness, honesty and transparency in all businesses. o Requirement for promotions and sales techniques to: Never be misleading or dishonest Not out pressure on people to make a purchase o Planned and detailed responses for: Dealing with complaints Issue resolution o Making a safety and security activities is always the top priority, regardless of other considerations with special reference to not compromising the safety and security: Save money Save time or keep the tour running according to itinerary o Placing the safety of people: Above the security of their personal belongings Above the security or organizational resources o Never taking any action or making any arrangements which will compromise safety and security. C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES Organizations need to dedicate resources to implement required safety and security procedures identified as required for the operation of the business. -This identifies and discusses what these resources be: C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES I. Training - The primary resources support for required safety and security procedures. - Three components of competency-based training, it includes the practical and theoretical elements of the job for each employee. 1.Skills 2.Knowledge 3.Attitude - Strategies for training includes: o Demonstration o Drill/practice o Case Studies o Practical exercises o Explanations o Discussions C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES I. Training - Training delivery may feature: On-the-job training Workplace coaching Buddying-up of less experienced staff with more experienced workers Formal training courses Attendance at nonaccredited training courses delivered by: Peak industry policies Authorities and agencies Partners, suppliers and carriers Formal and informal assessment C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES Ii. PPE - Physical resources also need to support identified safety and security and control procedures which may include: Protective glasses, eyewear, goggles or face shields. Clothing – long sleeved shirts, long trousers, aprons an overalls and high visibility clothing. Helmets, hats, caps. Guards (body protection) for body parts - elbow guards, knee pads, groin protectors. Harness. Guard, gauntlets, and palm or finger protections. Footwear – steel capped shoes. Hearing protection – ear plugs and earmuffs. Respiratory protection - filters, breathing apparatus. Sunscreen and insect repellant. C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES II. PPE - Organizational support must be given to guarantee: Know how to wear the items. How to instruct others to use the items. Regular inspections and testing occur as needed. Service and maintenance are provided as needed. Items provided are suitable for all those who use/wear. Items are readily available when needed. C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES III. Plans - To support safety and security protocols must also include implementation of a formal risk management process which results in the development of: - Contingency plans developed to address predictable but unplanned problems in given areas of the operation of a business. Part of standard risk management procedures is to develop a set of contingency plans. Not all identified risks will impose the development of a contingency plan-the nature of the identified risk and the associated consequences and likelihood will be the prepared determinants of whether these plans need to be prepared. Outcomes relate directly to the potential for "the event" to impact on the operation of the business and the possibility of products and services it provides to its customers. C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES III. Plans o Contingency plans are usually prepared for situations where: - Faults and malfunctions occur with important organizational equipment and systems such as: 1. Reservation/bookings systems 2. Communications systems 3. Security systems 4. Travel and transport, vehicles, and/or carriers 5. Stock control systems 6. heating, ventilation, and air conditioning (HVAC) systems 7. Primary plant and equipment 8. Primary office equipment critical to handling transactions and customers C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES III. Plans o Bad weather conditions (unseasonal weather, heavy rain, floods, high wind, lightning, heat waves) which are climatic situations which have the capacity to: 1. Negative effect on bookings and/or patronage and sales 2. Lower the fun of customers 3. Present a risk to the business and/or to customers 4. Reason of the cancellation of a planned activity C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES III. Plans o Sudden issues such as closure of a venue listed on the itinerary, lack of ability to reach/access a destination and failure of an addition to be open or available. o Data loss appears relating to loss of information such as reservations, special requests, customer contact details and information, itineraries, and security codes o Power failure o Loss or absence of key staff o Disaster recovery C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES IV. Equipment and systems Organizations will also use a scope of equipment and systems to support required safety and security requirements. o Previous experience-number and type of events which have occurred in the past o Risk analysis of identified threats o Funds available o Location of the identified threat/risk - for example, the response to a threat/risk in the main office will vary to a similar threat which may be experienced while camping on tour. C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY AND SECURITY PROCEDURES V. Documentation requirements - Workplaces will always use a variety of documentation to support and advise staff and customers about required safety and security procedures and documents include: 1. Posters positioned in various/strategic workplace locations to advise and remind customers about specific problems. 2. Checklists to help staff implement requirements and/or inspect areas for agreement and/or problems. 3. General advisory and safety-related information/ sheets (handouts) provided to tour group members as part of the pre-departure activities and/or while on tour-some operators support and addition to this with pertinent information available through their website. 4. Information/advice sheets specific to individual 5. Destinations 6. Activities 7. Venues D. CONSEQUENCES OF FIALING TO FOLLOW SAFETY AND SECURITY PROCEDURES - Tourism and hospitality professionals need to be able to explain the penalties of failing to follow safety and security procedures to: o Be able to explain them to other staff o Be able to describe and demonstrate them to customers o Influence them to work in the way required by the business o Enhance job satisfaction and promote a personal feeling of workplace and job- related pride in performance D. CONSEQUENCES OF FIALING TO FOLLOW SAFETY AND SECURITY PROCEDURES o Avoid the negative consequences described below: 1. Need for the business to make insurance claims 2. Need for staff to assist customers make insurance claims of their travel and/or other personal insurance 3. Loss or damage to physical items 4. Personal impact in terms injury, illness, or death 5. Legal action 6. Damage to enterprise's image, brand, and reputation 7. Disciplinary action and job loss E. AUTHORITY AND RESPONSIBILITY FOR SAFETY AND SECURITY - All employees will have authority and responsibility for workplace safety and security. - Range of authority and responsibility can also be referred as is sometimes just referred to as - scope of authority scope of responsibility scope of employment - It is the authority given to a person 1. virtue of their job position/role within the organization 2. to act on behalf of the business without having to talk to anyone else in the 3. workplace for the purpose of obtaining their input or permission to decide or take other action which is binding on the employer. E. AUTHORITY AND RESPONSIBILITY FOR SAFETY AND SECURITY - It refers to delegated authority given to an employee by their employer to take individual action. All employees need to know their individual scope of authority to 1. Ensure they act in a way expected by the employer 2. Perform tasks and responsibilities as directed by the organization 3. Not go above authority invested in them by the business 4. Incorporate their actions and decisions with others in the workplace 5. Give them confidence and guarantee in their work activities E. AUTHORITY AND RESPONSIBILITY FOR SAFETY AND SECURITY 6. Know their restrictions so they are aware -When they cannot decide and/or take individual action -When they need to refer a concern to a superior -When they need to involve others in the issue F. ACQUISITION OF TOUR, TRIP, OR EVENT SAFETY AND SECURITY INFORMATION - Prior to every trip, tour, or event, an employee needs to obtain all relevant safety and security information. It is an important prerequisite for employee to acquire needed safety and security information relating to an upcoming trip, tour, or event to: 1. Release duty of care obligations because this Information is/should be middle to the ultimate decision about whether the tour, trip, or event takes place at all, or "as planned." 2. Fulfill with standard internal organizational protocols- this is a standard requirement in all businesses 3. Be able to share this knowledge with other tour, trip, or event staff F. ACQUISITION OF TOUR, TRIP, OR EVENT SAFETY AND SECURITY INFORMATION 4. Decide whether the tour, trip, or event should: - Proceed as planned-according to the advertised/ planned itinerary - Be delayed for a period of interval - Be postponed or a later date - Be cancelled altogether - Have replacement inclusions/activities made to the itinerary - Be changed in some other appropriate but relatively minor way such changing planned routes but leaving activities/destinations the same, changing sequence of planned activities/destinations, increasing or reducing time spent at attractions, and using a different mode of travel or carrier.  APPLICATION Create a hierarchy of control using the video of emergency situations and arrange it from the most effective to least effective based on the video you’ve watched. THANK YOU! LESSON 2.2 - PREVENTIVE PROCEDURE FOR SAFETY AND SECURITY Learning Outcomes: Provide, conduct safety and security checks and control procedures as well as give information to customers. Identify, inform and appropriate for safety and security actions. LESSON 2.2 - PREVENTIVE PROCEDURE FOR SAFETY AND SECURITY TOPICS: a. Provision Safety and Security Information Customers b. Designated Safety and Security Checks c. Required Safety and Security Control Procedures d. Actions to Address Routine Identified Risks and Security Breaches e. On Suspicious Persons and Abnormal Situations f. Assistance to Address Safety and Security Needs from Relevant Personnel g. Serious Risks, Hazards, and Security h. Complete Documentation to Record Safety and Security Actions Undertaken  ACTIVITY Instruction: Students will have a simulation activity pertaining to: 1. Safety and Security requirement in the workplace 2. Preventive procedures for safety and security (100 points) A. PROVISION SAFETY AND SECURITY INFORMATION CUSTOMERS Tourism and hospitality-related businesses need To prove those leading the trip, tour, or event to be proactive in relation to safety and security have undertaken sufficient and relevant for the following reasons: planning, know what is expected/going to happen, and have prepared appropriately To discharge and demonstrate compliance To help "set the scene" for the experience with legal obligations the customers are about to have To give customers confidence in their choice To demonstrate proof the claims made about of provider and what they are about to safety and security in advertisements are in experience fact/in practice underpinned by To inform, advise, assist, and educate the actual/practical action; and Because it is customers ALWAYS easier, cheaper, and more effective to prevent a problem than it is to solve/fix or otherwise respond to the consequences. A. PROVISION SAFETY AND SECURITY INFORMATION CUSTOMERS PRE-DEPARTURE/ON-DEPARTURE BRIEFING provide the opportunity for the tour guide/ tour leader to address safety and security information to customers: Distributing safety and security information through handouts/information sheets, video/DVD, signs and/or posters, demonstration, 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 Advising customers to take reasonable care for their own safety and security Demonstrating safety and security practices Encouraging and answering questions from customers relating to safety and security.  B. DESIGNATED SAFETY AND SECURITY CHECKS To conduct regular safety and security checks the following generally applies: Care should be taken: checklist is usually prepared to guide the - To use appropriate positive interpersonal actions required and ensure nothing is and communication skills when performing these missed duties may have to be completed and signed as - Not to alarm tour group members. proud the checks have been undertaken an attempt should be made to ensure tour Checks are often: group members and others see/know these - undertaken solo checks are being conducted it helps to - conducted with another employee reassure them and also serves to deter problems checks can the required multiple times per day  B. DESIGNATED SAFETY AND SECURITY CHECKS Representative checks safety and security which may need to be made on tour: - Damage the reputation of the travel/tour operator- whose name will be visible to media Monitoring of customers and their actions this - Prevent damage, injury, or loss. is an ongoing requirement on all trips/tours. It needs to be done so action can be taken to Performing regular and ongoing checks need address unacceptable or unsafe behavior a combination of: which may: - Physical checks - Negatively impact the satisfaction and - Visual checks experience of other tour group members - use or entry - Give unintended offense to others - Initiate problems with locals/members of the public  B. DESIGNATED SAFETY AND SECURITY CHECKS Monitoring weather and other environmental Patrolling perimeters this involves foot patrols conditions this can require: of: - Discussion with nominated locals who - Camp sites provide forecasts and local information on a - Vehicles formal basis - Rooms and sites - Contact with head office-by phone or radio - Accessing a website Investigating and/or responding as required: - Visual examination of conditions. - Requests from tour group members - Alarms - Suspicious, unusual, or unexplained sounds, smells, or sights.  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES The following need to exist to enable effective adherence to requirements: Written policies, procedures, plans, and other protocols Taking action when the need to do so arises- Training to explain requirements. it is never acceptable to identify a problem, Practice to enable implementation of practices. issue, threat, danger, or an unacceptable Constant vigilance-tour guides/leaders must situation and ignore it. maintain "situational awareness" by: - Observing what is taking place - Listening to what is happening/being said - Monitoring the environment - Predicting possible problems, threats, and difficulties.  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES - Know the starting information - Conduct a comprehensive pre-departure It is vital to have an accurate and complete briefing which should highlight: understanding of: Known and/or anticipated safety and security The itinerary-including any changes which have issues been made and/or which are being flagged as Protocols for preventing/reducing incidence "possibly needing to occur" of likelihood and/or severity of consequences Numbers-and (for extended tours) details of all Consequences for tour group members of tour group members failing to adhere to trip/tour requirements Plans and protocols which have been and/or safety and security directions given by established and authorized as tour team/crew applicable/relevant to the tour/trip to be Advice in relation to the actions the tour conducted team/crew will be taking to optimize safety Roles/responsibilities, strengths and and security-so participants know what to weaknesses, capabilities, and experiences of expect and can prepare themselves to any other staff who are to be part of crew/tearn cooperate and with staff. for the trip/tour or event.  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES - Walk the talk - Start the tour/trip on time This is one of the biggest causes of problems as It is critical to do what the group has been told to it can often mean: expect it is vital immediately as the tour/trip commences Staff are always trying to play catch-up if in order to reinforce what has been stated in the departure is delayed briefing Shortcuts relating to checks, safety and Guides and leaders cannot afford to "say one security, and other actions are taken when thing but do another." the tour is running late Listed inclusions as stated on advertisements/ the itinerary are compromised from the outset when the tour/trip leaves behind schedule.  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES - Keep groups together Being able to listen and watch what is happening This is important to: Controlling access to activities Directing people as to when they can "start" and Develop group cohesion when they need to "finish" Maintain contact with tour group members Monitoring involvement of everyone in the activity Avoid delays Being alert to body language and facial Identify potential troubles, issues, and expressions as a key indicator of problems interpersonal problems between participants Trying to foresee problems so appropriate action Demonstrate contact with the group. can be taken to avoid dangers and difficulties Maintaining a highly visible presence - Oversee activities and direct actions Giving hand signals and verbal instructions These will involve: Intervening when necessary and taking this action as soon as possible-the sooner the Strategic personal positioning so there is intervention, the quicker and more optimal the clear/ optimal line of sight outcome.  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES - Comply with prepared plans for safety and - Adhere to local safety and security security control guidelines These might involve: All tour guides and leaders must ensure they Assembling off and discussing with group at regular learn about and ensure compliance of tour group times every day every morning before tour starts, members with: evening debriefs a regular points such arrival at a destination Venue-based safety and security rules and Verifying items provided to your group members are regulations correct and complete Specific requirements established by Ensuring valuables and property assets are individual attractions appropriately stowed stored, and secured at given Prerequisite conditions set by external times/locations providers, carriers, and supplies Advising tour group members of issues arising-and In-country legislation taking appropriate action to reduce treats negative consequences and generally optimize enjoyment and enhance safety security and the overall trip/tour experience  D. ACTIONS TO ADDRESS ROUTINE IDENTIFIED RISKS AND SECURITY BREACHES Specific responses will depend on the particular circumstances but can be expected to include the following generic solutions: Notify/advise tour group members of the Removing participants from danger, activities, situation or locations if they are at risk or putting Providing safety and security of customers and themselves in harm's way employees on an ongoing basis Removing certain people from the tour-if their Limiting actions of customers ongoing behavior/actions is contrary to Controlling actions and access of group and for stated/expected behavior as stipulated in individuals to activities, areas, vehicles, and "terms and conditions" of the trip/tour other destinations Changing the itinerary-as required by the Preventing tour group members from engaging emergent risk or security breach with activities if they are physically unsuitable, ill, or otherwise impaired  E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS All employees should be tuned-in to anyone who 2. Abnormal situations displays suspicious behavior, and be on the Doors, windows, vehicles, rooms, and lookout for any occurrences that is suspicious. luggage/bags which are unlocked or open The essence of this requirement is when they should be locked or closed "prevention is better than cure." Missing items Items which are in the wrong place/have been 1. Suspicious behavior relocated without a reason for them being there People aimlessly floating around or loitering in Damage to property and/or equipment an area without belonging to the group/tour and Settings on equipment which have been seemingly without any good reason altered/tampered with People who look anxious or nervous, especially Unexplained occurrences when observed/noticed, spoken to, or when they Any circumstances reported to tour have their presence acknowledged/noted guides/leaders by members of the tour group People found in areas where they have no right which they deem to be strange/out of the to be ordinary; and Circumstances which are People who look out of place. significantly different to expectations. E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS Responses should embrace the following concepts and actions: Use common sense Act-never ignore a situation but always avoid overreacting Never take action which will pose a threat/danger to sell or the tour group-never try to be a hero Think before acting Take notes and/or photographs-if safe/practical to do so, to capture evidence Notify and involve relevant others-appropriate persons to advise/include may be security staff, local authorities, or any other staff member F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL Seeking assistance might mean calling: When it becomes necessary to seek assistance from other people to help address safety and Fire department security needs. Ambulance (nearest hospital) No staff member is ever expected to deal with an Police emergency on their own Civil defense There are always others who can help, and it is service provider-local security company to be expected that these people are contacted Head office or a nominated "24/7 number and asked to assist as required dedicated to assisting those on tour It is also expected that assistance is obtained as Tour leader soon as possible when an emergency is Security staff identified: in practice, this means getting help Other guides immediately. Drivers Tour assistants F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL When requesting assistance, information to When making calls for assistance: provide to facilitate the response and provision of help include: Always remain on the line until told to hang up by the emergency services operator Name of the person calling Be guided by them and their questions-they Name of the company and the tour are trained in handling these situations Description of the problem/emergency and Try to stay calm and talk in a normal voice at a request for help normal pace. Location-with mention (if possible) of street numbers, buildings, or suitable landmarks which can be used as reference points Number of people in the group Number of people impacted by the issue.  G. SERIOUS RISKS, HAZARDS, AND SECURITY BREACHES Examples of topics tour staff would need to report instances such as those listed below: Unsafe, damaged, broken, or malfunctioning Situations where there was a need to involve equipment, Loss while on tour emergency services or an external provider to Presence of unauthorized persons assist the tour in a problem situation such as Signs of unauthorized access-in relation to fire, accident, and injury, assault, theft, or any vehicles, venues, and (camping, rest/relaxation, situation raised by tour group members with eating, viewing) sites tour staff which relates to serious risk, threat, Destinations or security breach of any kind and any similar Unsecured facilities issues raised by partners, carriers, New tour threats which have arisen/been destinations, nor other stakeholders. identified since "last time" the tour was there H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND SECURITY ACTION UNDERTAKEN To address a safety and/or security issue, there Reports-companies can require tour is commonly a need to record this on internal employees to complete a range of reports documentation. Maintenance forms - to provide the basis for initiating repairs/ service The following may need to be completed: Hazard identification forms - which are Security and safety inspection sheets and designed to record information about an issue checklists - these are the standard documents which has been identified as a threat/risk completed on a regular basis by tour staff Tour and travel logs these logs provide a Internal daily summaries-which provide a forum record of details, such as times (departure and for tour staff to record events, issues and arrival; delays), dates, destinations, modes of problems, breaches, or concerns which have transport/carriers, passengers include a been identified in the last 24 hours. Matters section where issues can be recorded for a identified by staff and those raised by customers management/administration attention, and later and other stakeholders should/can be recorded a follow-up. here  APPLICATION Create a hierarchy of control using the video of emergency situations and arrange it from the most effective to least effective based on the video you’ve watched. THANK YOU!  LESSON 2.3 - RESPONSE TO EMERGENCY SITUATION Learning Outcomes: Recognize and evaluate emergency situations. Identify standard protocol in emergency responses. information about tours, trips or events.  LESSON 2.3 - RESPONSE TO EMERGENCY SITUATION TOPICS: a. Identification and Assessment of Emergency Situations b. Actions to Take in Response to Emergency Situations c. Emergency Response Procedures d. Assistance to Facilitate Response to Emergency Situation from Relevant Personnel e. Record Action Undertaken in Response to Emergency Situations  ACTIVITY Instruction: Students will have a simulation activity pertaining to: 1. Response in emergency situation. A. IDENTIFICATION AND ASSESSMENT OF EMERGENCY SITUATIONS Quick responses to emergency situations are essential in every instance. Employers and customers will expect tour guides and tour leaders to know what to do when an unstable and disturbed people emergency arises and to take appropriate and breakdown of motor vehicle effective action to protect them and their unlawful and criminal acts, including assault, assets/property. robbery, theft; natural disaster and calamity, personal injury and sickness, lack of basic Here are examples of emergency situations that are necessities such as food and water, transport readily identifiable: and/or communications bomb threats fire terrorist threats terrorist activities A. IDENTIFICATION AND ASSESSMENT OF EMERGENCY SITUATIONS Assessing a situation is undertaken in order to determine the course of action/response to take/implement. Presence which could multiply the danger and make the existing situation potentially worse The assessment should take into account: Action already being undertaken to respond and address the emergency-together with how The circumstances applying at the time-for successful this response appears to be example: Type/nature of emergency Resources available to assist such as: Immediacy of risk/threat Physical resources immediately available to Number of people at risk-and their condition respond and capacity to respond/act Local authorities with professional expertise Physical/geographical location of risk/threat-and Type and number of first responders the direction it is moving and speed it is moving A. IDENTIFICATION AND ASSESSMENT OF EMERGENCY SITUATIONS Experience with the area and/or emergency type: Training to provide experience with responding to the emergency being encountered Assessing an emergency situation must Previous experience with similar emergencies involve: under similar conditions Giving the situation immediate attention Knowledge of evacuation routes: Determining potential impact of the event Knowledge about emergency response Determining extent of the emergency situation equipment Sourcing relevant and up-to-date information Ability to implement standard procedures about the emergency Capacity of customers to comply Extent to which the plan correlates to the facts of the emergency as they are presenting themselves.  B. ACTIONS TO TAKE IN RESPONSE TO EMERGENCY SITUATIONS Determining action to take in response situations refers to working out what to do in order to see Initiating alarms or directing others to do so safety of everyone. Communicating with tour group members and advise them regarding nature of emergency Action to take after emergencies have been and type of threat/ danger posed, intended assessed: action to be taken in response to the threat in Contacting emergency services-by phone, order to protect their safety, and compliance radio, or other means to advise and summon with instructions/directives given assistance which is a critical primary Taking immediate protective measures to requirement element of response to emergency ensure that no one is placed in danger and situations is to notify authorities/ others, alert safety of persons always takes priority over them to the situation, and initiate a response security/safety of property/assets effective moving to the location B. ACTIONS TO TAKE IN RESPONSE TO EMERGENCY SITUATIONS Initiating evacuations by identifying routes to Removing assets, property, and belongings out take, giving directions/instructions supervising of danger/ away from threat actions in this regard Seeking feedback from customers Undertaking first response/first attack activities Following the actions as set out in appropriate such as initial firefighting/suppression and preprepared emergency management plans rendering first response first aid and/or contingency plans  C. EMERGENCY RESPONSE PROCEDURES Standard operating procedures for responding to emergency situations on tour will require following established emergency response procedures. Some possible emergency management plan Questions should include: (EMP) contents are as follows: "Who are you?" "What does the bomb look like?" 1. Bomb threat "When is the bomb due to explode?" When receiving a bomb threat over the "Why did you plant the bomb?" telephone, the call must be handled in a calm "How can we defuse it?" and concise manner, ensuring a lot of open questions are asked.  C. EMERGENCY RESPONSE PROCEDURES Most people making bomb threats do not stay on the telephone for too long so it is important to try to extract as much information as possible. After hanging up, speak with other staff about the threat (if applicable). This should be done in a quiet place away from others and the details related in a calm and clear manner to avoid panic among customers and members of the public. Evacuation procedures should be implemented immediately and the appropriate authorities notified (police and fire brigade). Never assume the caller was a hoax. It is not worth risking lives if the belief was wrong.  C. EMERGENCY RESPONSE PROCEDURES 2. Disturbed and unstable people When faced with a deranged person, the options available include: Dealing with the situation personally in the first instance-such as asking the person to modify their behavior and/or to leave the area Contacting a supervisor-and letting them determine the appropriate course of action Contacting in-house security staff and asking them to deal with the situation Contacting police and asking for their assistance Removing tour group members from the area- to protect their safety Restricting access to the area by others Protecting property damage-after the safety of people has been optimized.  C. EMERGENCY RESPONSE PROCEDURES 3. Robberies or armed holdups The industry standard practice when faced with the terrifying ordeal of a robbery or an armed holdup is: Do not look/stare at the offender/s Immediately obey the directions given by the offender Try to remember anything which may be of future Instruct other tour group members to do use to authorities such as: likewise Appearances of offenders Do not try to stall robbers-respond quickly to Names they used when talking to each other what they want Accents, tattoos, distinguishing features Give them money/what they want-do not try to How they were dressed be a hero; do not try to hide what they are Vehicle they used to make their getaway after, do not attempt to deny them what they want Speak only when spoken to  C. EMERGENCY RESPONSE PROCEDURES After the robbery: Call the police immediately Do not touch anything Take a moment to write down anything believed to be worthwhile regarding the offense/the offenders-ask others to do the same. Do not discuss things with other people or allow others to discuss the event among themselves as this will interfere with and cloud recollection Gather together as many witnesses as possible- secure the area Never discuss with anyone how much money was stolen or what offenses were committed-a designated person from head office should be the only person to speak with the media.  C. EMERGENCY RESPONSE PROCEDURES 4. Natural calamities There are a wide variety of potential natural calamities which may create emergency situations for trips or tours. Each type of "calamity" is significantly different Excess high or unexpectedly low and the preprepared responses will likewise differ temperatures, prolonged unseasonal weather to reflect these individual factors. description which impacts customers, high of winds, weather events - cyclones, hurricanes, Most tour, trip, or travel EMPS will contain typhoons, lightning sections to address: Earthquakes Extreme weather, i.e., heavy rain, extended Tsunamis hot weather; Bushfires/wild fires Smog and smoke haze  C. EMERGENCY RESPONSE PROCEDURES 5. Personal injury and illness There are a number of reasons why a medical emergency might occur: After calling the emergency number for the area Injury as a result of an accident, fall, or trip and asking for "ambulance," the emergency Injury as a result of an emergency incident an operator will ask assault or vehicle collision Due to a medical condition-heart attack Location - which may include location/ asthma attack, or threat exposure business name, street address, and nearest cross street or identifying indicator to assist For serious accidents and incidents, an with precise location of the scene ambulance must be called indeed, standard To answer a series of questions about the operating procedure for any medical emergency patient's condition, and what first aid may may be to contact the ambulance service. have been rendered.  C. EMERGENCY RESPONSE PROCEDURES An ambulance is normally dispatched after a location and a brief description of the patient their condition and details have been given, However, the emergency operator may require the person making the call to stay on the line so they can answer more questions they can fully ascertain the level of the emergency and the patient's condition and relay this information to the medical professionals who attend Emergency ambulance call takers are also trained to give medical advice over the telephone to assist with the patient's needs until the ambulance arrives.  C. EMERGENCY RESPONSE PROCEDURES 6. Loss of food/water The location and timing of the loss will Seek local options for sourcing basic determine the action to take-indicative responses necessities and make necessary purchases include: using cash or credit Advise head office of situation Explain situation to tour group members - Seek their advice - Advise of planned action to address - Request they send supplies situation - Request arrangements be made to obtain - Request their assistance in handling the necessities from local suppliers situation Adjust itinerary to accommodate situation. Secure any remaining supplies-to protect Control release, issue, and use of remaining what is left from future loss food and water Ration food and water according to reserved Monitor remaining supply levels and be available and in accordance with expected prepared to reallocate ration limits. time of obtaining more supplies. Ask locals for help.  D. ASSISTANCE TO FACILITATE RESPONSE TO EMERGENCY SITUATION FROM RELEVANT PERSONNEL Employees are expected to seek assistance Using a landline phone from others when dealing with emergency Using an emergency telephone situations. Using portable radio-or radio in tour vehicle Activating an alarm-which may incorporate How to seek assistance in an emergency, audio. communication assistance must be obtained using whatever Activating an emergency beacon, locator facilities or system and technology are available. beacon, or distress/survival beacon Speaking with bystanders/members of the public-and (for example): This may mean: - Asking them to call local authorities - Asking to borrow their phone Using personal cell phone or one belonging to - Asking for local contact numbers and/or a tour group member or member of the public contact information. to make a call and send a text message. Going to a relevant website. Sending an email.  D. ASSISTANCE TO FACILITATE RESPONSE TO EMERGENCY SITUATION FROM RELEVANT PERSONNEL Seeking assistance might mean calling: Fire department ASEAN Coordinating Centre for Humanitarian Ambulance (nearest hospital) Assistance Police A nominated service provider-local security Civil defense company Identified national agencies Head office-or a nominated "24/7" number Local councils dedicated to assisting those on tour. Prescribed local, regional, or national disaster organizations  E. RECORD ACTION UNDERTAKEN IN RESPONSE TO EMERGENCY SITUATIONS Where there has been a need to respond to an 1. Reporting methods emergency situation, it is a standard practice to Reports can be spoken or written. Reports may complete nominated documentation to record be required from any staff member who was on the the event and the action taken. trip or tour or by a sole designated person. Reports may be/are needed to: General considerations when reporting are: Document the event in case there is legal Answer questions to the best of personal action knowledge and ability Support an insurance claim Try to avoid supposition-stick to the facts Learn from the incident - so training and Verbal reports enable quicker follow-up to occur existing EMPS can be changed on the basis of Inspections of the site are often required- but actual events. All fires, theft, and property may not be possible damage are normally reported for insurance Initial verbal reports may require more formal, purposes and most, if not all, insurance claims more detailed follow-up written reports. will require some supporting documentation. E. RECORD ACTION UNDERTAKEN IN RESPONSE TO EMERGENCY SITUATIONS 2. Written reports There may be internal records (an Incidents Register or an Incident Report) to be completed following an emergency. The following may need to be provided: People involved-names and numbers Cause of the emergency Roles played by individual staff as part of the response Roles played by tour group members and others/members of the public as part of the response Details of use of relevant EMPs The effectiveness of the response Suggestions for improvements to the EMP based on experience from the event. These reports should be prepared.  APPLICATION Create a hierarchy of control using the video of emergency situations and arrange it from the most effective to least effective based on the video you’ve watched. THANK YOU! LESSON 2.4 - FEEDBACK TO MANAGEMENT ON SAFETY AND SECURITY PROCEDURES Learning Outcomes: Identify safety and security issues that require attention. Discuss and recommend solutions in issues within the workplace. LESSON 2.4 - FEEDBACK TO MANAGEMENT ON SAFETY AND SECURITY PROCEDURES TOPICS: a. Identify Issues Requiring Attention b. Raise Issues with Management c. Recommend Solutions to Identified Issues  ACTIVITY Instruction: Students will have a simulation activity pertaining to: 1. Simulation on post event feedbacking (100 points)  A. IDENTIFY ISSUES REQUIRING ATTENTION Identifying safety and security issues requiring attention the first step effectively addressing them. Prevent imminent accident, injury, and loss Demonstrate engagement to management with This is an important in step for employees to: their inspection/safety and security protocols effectively addressing them. Address identified problems Maintain and/or grow customer satisfaction with Meet internal organizational protocols for the trips/ tours and procedures continuous improvement Enhance business viability Comply with legislated requirements requiring Support organizational image and reputation maintenance of safety and security for Protect against possible legal action for customers, employees, and members of the neg