EMERGENCY

RESPONSE
PLAN

Module 0: Quick Reference

Prepared for
by ase

09/11/2005

Table of Contents
1 CALLING 911
2 INCIDENT RESPONSES
2.1 REQUIRING IMMEDIATE RESPONSE
2.1.1 Building Evacuation
2.1.2 Mail: Suspicious Package
2.1.3 Unknown Powder in Workplace
2.1.4 Bomb Threat
2.1.5 Bomb
2.1.6 Explosion
2.1.7 Fire

CALLING 911
In most cases, a call to 911 is received by a dispatcher in a central location. The
dispatcher will have instant access to emergency services, such as police, fire,
medical aid, civil authorities, etc. In some places, the number may be different but
the procedures that you should follow will be the same. The steps that you
should take to assist the dispatcher so that you get the fastest and most effective
response are as follows.

Do not assume that someone else had already made the call.

During the call, speak slowly and clearly. When the dispatcher
answers, state: "This is an emergency. I calling from ______
(address). My name is _______. We will need emergency
_______ (e.g. Police, Fire, Medical) services."

Follow the dispatcher's lead. He or she will ask you questions

about the location, the nature of the incident, the severity of the
incident, the number of casualties, and any ongoing dangers.

The dispatcher can often identify the address of your location and
the telephone number from which you are calling. However, this is
not the case if you are calling from a cell telephone.

Give complete directions to the locality of the incident. This could

be as detailed as "Building G, rear entrance, third floor, turn right to
Conference Room 46. There will be people who will meet the
responders at the front of our building and at the rear entrance.
They will know the fastest way to the conference room".

Provide your telephone number to the dispatcher in case you are

cut off or the dispatcher needs to call you back. In many cases, the
dispatcher will want you, if you are not in immediate danger, to
remain on the line so that they may ask questions for further
clarification as to the locale or the developing nature of the injuries.
This information will be relayed to the personnel who are
responding so that they are better equipped to deal with the incident
as they arrive. If there are injuries, the dispatcher may give you
instructions as to what to do.

Ensure, as you stated in your message, that someone will be

standing to meet the emergency responders at any point where the
way is not immediately clear. This could be the front of your
building, the best entrance, or even on the street to flag them down
as they approach. If appropriate, also have another person secure
an elevator the responders' use.

INCIDENT RESPONSES
The following sections describe the immediate responses to the most common
incidents. This module is intended to be used when there is an incident requiring
an immediate response. Team members should consult their team plans for more
details.

2.1

REQUIRING IMMEDIATE RESPONSE

2.1.1 Building Evacuation
Applicability: Activate this response if you must evacuate the building.

Characteristics of this hazard:

This may occur at any time when there is apparent danger to the
inhabitants of the building. The event may or may not have a
sudden beginning.

Immediate Response:

If you are not in immediate danger:

Secure any sensitive documents or valuables.

Power down, shut off or secure computers and

other equipment.

Take all personal belongings (only if they are with you at

the time of the alarm) and proceed to the assigned exits.

Do not use elevators.

Direct employees and visitors to the nearest exit.

Move quickly and quietly

Response:

Stop what you are doing and walk, do not run, to the
primary or alternate stairwell. Close all doors behind you.

Use the stairs. Do not use the elevators. If the power fails,
you may become trapped in the elevator. During fire
alarms, elevators are taken out of service and returned to
the ground floor

Evacuate the building immediately according to your

evacuation route.

Proceed to your assigned outside assembly area and

check in.

Report to your supervisor for a headcount. Visitors should

report to the receptionist for headcount.

Do not leave the assembly area until released unless you

are in personal danger.

Do not re-enter the building until the all clear

announcement is given by the emergency coordinator.

Fire wardens:

Will assist in the evacuation process

Ensure work areas are evacuated and doors are

closed, not locked.

Ensure rest rooms are evacuated.

Coordinate assistance for injured or incapacitated

personnel.

Report to the emergency coordinator on evacuation

status and employees requiring assistance.

Confirm evacuation status with supervisors or

section managers.

Cause:
This incident can be caused by a real, known danger such as a fire or
by an apparent danger such as a bomb threat. It can be the result of
someone with a grudge against your company or by someone
wanting to disrupt your operations. Their grievance against your
company may be real or imagined.
Effect:
In light of increased terrorist activity, some high-profile businesses
have found that they may be likely targets for foreign and domestic
terrorist groups or a disgruntled employee.

The effect can be disrupted operations for your company, lost time
and concerned employees.
Where and When:
This type of attack can occur at any time. However, the resulting
evacuation is more likely during your hours of work.
Mitigation Measures:

Train managers to recognize threats for which an

evacuation is warranted.
Train staff in safe and orderly evacuation procedures

2.1.2 Mail: Suspicious Package

Applicability: Activate this response if you receive mail which appears
suspicious.

Characteristics of this hazard:

Some characteristics of suspicious packages and envelopes include

the following:

Inappropriate or unusual labeling

Excessive postage, no postage or noncanceled postage

Handwritten, cut-and-paste or poorly typed

addresses

Misspellings of names, titles or locations

Strange return address or no return address

Incorrect titles or title without a name

Not addressed to a specific person

Marked with restrictions, such as Personal,

Confidential, or Do not x-ray

Marked with Fragile-Handle with Care, RushDo Not Delay

Marked with any threatening message

Postmarked from a city or state that does not

match the return address

Appearance

Powdery substance felt through or appearing

on the package or envelope

Oily stains, discolorations, or odor

Lopsided or uneven envelope

Excessive packaging material such as masking

tape, string, etc.

Other suspicious signs

Unexpected envelopes from foreign countries

Excessive weight

Ticking sound

Protruding wires or aluminum foil

Immediate Response:

Remain calm

Do not open the package or letter

Do not shake or empty the contents of any suspicious

package or envelope.

Do not carry the package or envelope, show it to others or

allow others to examine it.

Put the package or envelope down on a stable surface; do

not sniff, touch, taste, or look closely at it or at any contents
which may have spilled.
Do not touch your eyes, nose or other body part.
Alert others in the area about the suspicious package or
envelope. Leave the area, close any doors, and take
actions to prevent others from entering the area. If
possible, shut off the ventilation system.
WASH hands with soap and water to prevent spreading
potentially infectious material to face or skin. Seek
additional instructions for exposed or potentially exposed
persons.

Response:

Notify a supervisor, a security officer, or the Police. If at

home, contact the Police.
Ensure that all persons who have touched the letter or
package wash their hands with soap and water.
Make a list of all persons who have touched the letter or
package and who were in the area when it was opened.
Have the facility inspected for hazardous material removal
prior to employee return.
Enhance security measures if necessary.
Check access records to determine if terrorist act was
internal.
Communicate with employees as to the nature of the
incident.
Longer Term:

Schedule employee refresher training courses.

Update evacuation plan as needed.

Review crisis communication plan.

Cause:
Incoming mail can be used by terrorists, by someone with a grudge
against your company or by someone wanting to disrupt your
operations. Their grievance against your company may be real or
imagined.
Effect:
In light of increased terrorist activity, some high-profile businesses
have found that they may be likely targets for foreign and domestic
terrorist groups or disgruntled employees with access to chemical and

biological weapons. Improper mail handling and removal or a terrorist

attack could potentially result in a fire, explosion, or employee illness,
facility damages, loss of life, financial loss, litigation, and temporary or
permanent closures.
Where and When:
This type of attack can occur at any time. However, you should be
more vigilant during periods of high incoming mail such as holidays,
or coinciding with external events such as political rallys, religious
holidays or national actions.
Mitigation Measures:

Train staff in mail-handling procedures

Examine unopened mail and look for suspicious features
Handle incoming mail in a designated and separate mail
area
Wash your hands after mail is opened
Restrict mailroom access to authorized persons.

2.1.3 Unknown Powder in Workplace

Applicability: Activate this response if unknown powder, of a suspicious
nature, is found anywhere in the workplace

Characteristics of this hazard:

This hazard can occur when unauthorized persons have direct or

indirect access to your facilities or it can occur by mail or delivered
packages.

Immediate Response:

Remain calm

Do not shake or empty the contents of any suspicious

package or envelope.

Do not carry the package or envelope, show it to others or

allow others to examine it.
Put the package or envelope down on a stable surface; do
not sniff, touch, taste, or look closely at it or at any contents
which may have spilled.
Do not touch your eyes, nose or other body part.
Alert others in the area about the suspicious package or
envelope. Leave the area, close any doors, and take
actions to prevent others from entering the area. If
possible, shut off the ventilation system.
WASH hands with soap and water to prevent spreading
potentially infectious material to face or skin. Seek
additional instructions for exposed or potentially exposed
persons.

Response:

Isolate the workplace and the people who may have been
exposed.
Notify a supervisor, a security officer, or the Police. If at
home, contact the Police.
Ensure that all persons who may have come into contact
with the powder wash their hands with soap and water.
Make a list of all persons who were in the area when it was
discovered.
Have facility inspected for hazardous material removal prior
to employee return.
Enhance security measures if necessary.
Check access records to determine if terrorist act was
internal.
Communicate with employees as to the nature of the
incident.
Longer Term:

Schedule employee refresher training courses.

Update evacuation plan as needed.

Review crisis communication plan.

Periodically revisit and update list of chemicals at

site(s).

Cause:
The use of powder, as a terrorist threatening activity, is relatively new.
The objectives seem to be to disrupt your operations, create fear and
cause bodily harm. Both deliveries and direct planting of the powder

have been used to place the powder. These techniques can be used
by terrorists, by someone with a grudge against your company or by
someone wanting to disrupt your operations. Their grievance against
your company may be real or imagined.
Effect:
In light of increased terrorist activity in recent months, some highprofile businesses have found that they may be likely targets for
foreign and domestic terrorist groups or disgruntled employees with
access to chemical and biological weapons. Improper mail handling
and removal or a terrorist attack could potentially result in a fire,
explosion, or employee illness, facility damages, loss of life, financial
loss, litigation, and temporary or permanent closures.
Where and When:
This type of attack can occur at any time. However, you should be
more vigilant during periods of high incoming mail such as holidays,
or coinciding with external events such as political rallys, religious
holidays or national actions.
Mitigation Measures:

Train staff in the procedures for responding to this type of

threat.
Ensure that you maintain a clean workplace policy so that
this threat can be readily spotted.
Conduct regular inspections of your workplace.
Restrict workplace access to authorized persons.

2.1.4 Bomb Threat

Applicability: Activate this response if a bomb threat is received, usually
by telephone.

Immediate Response:

Follow the instructions provided by the Security Officer for

Telephone Bomb Threat Procedures.

Remain calm
Keep talking
Signal a co-worker to get on an extension telephone
Ask caller to repeat the message and write it down.
Repeat questions, if necessary
Ask where the bomb is and when it is set to go off.
Listen for background noises
Write down noises, gender, pitch of voice and
accent.
Ask person's name, exact location and telephone
number.
Signal a co-worker to call police
Notify your immediate supervisor

Response:

Notify the Police immediately.

Do not touch any suspicious package.

Leave the area where the suspicious package was found.

If evacuation order is issued, guide and assist in the

evacuation of employees and clients from the building.

After evacuating a building, avoid standing in front of

windows or other potentially hazardous areas.

Do not block the sidewalk or street, which will need to be

kept clear for emergency officials.

Follow the prescribed sequence of notification as

established in the bomb incident plan.

Remain available, as law enforcement personnel will want

to interview you.

When a written threat is received, save all materials,

including any envelope or container. Once the message is
recognized as a bomb threat, further unnecessary handling
should be avoided.

Every possible effort must be made to retain evidence such

as fingerprints, handwriting or typewriting, paper, and
postal marks. These will prove essential in tracing the
threat and identifying the writer.

Notify a supervisor, a security officer, or the Police.

Cause:
Bomb threats are used to disrupt your operations and create fear.
They are normally used by someone with a grudge against your
company or by someone wanting to disrupt your operations. Their
grievance against your company may be real or imagined.
Effect:
The effect of a bomb threat will be nervousness in your
employees. They will be concerned because they don't know if the
threat is real.
Where and When:
This type of attack can occur at any time although it will be more
likely during working hours.. However, you should be more vigilant
during periods of high business activity as this is when the
disruption to your operations would be the most effective..

Mitigation Measures:

Train staff
Designate a chain of command.
Establish a command center.
Decide what primary and alternate communications will be
used.
Establish clearly how and by whom a bomb threat will be
evaluated.
Decide what procedures will be followed when a bomb
threat is received or device discovered.
Determine to what extent the available bomb squad will
assist and at what point the squad will respond.
Provide an evacuation plan with enough flexibility to avoid
a suspected danger area.
Designate search teams.
Designate areas to be searched.
Establish techniques to be used during search.
Establish a procedure to report and track progress of the
search and a method to lead qualified bomb technicians to
a suspicious package.
Have a contingency plan available if a bomb should go off.
Establish a simple to follow procedure for the person
receiving the bomb threat.
Review your physical security plan in conjunction with the
development of your bomb incident plan.

2.1.5 Bomb
Applicability: Activate this response if a package is discovered, which
appears to be a bomb

Immediate Response:

Remain calm

Do not touch the package

Do not open the package

Do not shake or empty the contents of any suspicious package
Do not carry the package or allow others to examine it.
Alert others in the area about the suspicious package. Leave the
area, close any doors, and take actions to prevent others from
entering the area. If possible, shut off the ventilation system.
Notify police and company security.

Response:

Evacuate the workplace as quickly and calmly as possible.

If items are falling off bookshelves or from the ceiling, get under a
sturdy table or desk until the situation has stabilized enough for
your safe passage.

Ensure your own safety before trying to help others.

Sound the alarm, likely by pulling the fire alarm.

Notify a supervisor, a security officer, or the Police.

Make a list of all persons who may have touched the letter or
package and who were in the area when it was discovered.
Have facility inspected for more hazardous material removal prior
to employee return.
Enhance security measures if necessary.
Check access records to determine how the bomb was received.
Communicate with employees as to the nature of the incident.
Longer Term:

Schedule employee refresher training courses.

Review evacuation plan as needed.

Review crisis communication plan.

Cause:
Bombs are used to disrupt your operations and create fear. They are
normally used by someone with a grudge against your company or by
someone wanting to disrupt your operations. Their grievance against your
company may be real or imagined.
Effect:
The effect of a bomb in your workplace will be fear amongst your staff and

clients and disruption of your workplace and operations. There will likely
be physical damage and associated costs.
Where and When:
This type of attack can occur at any time.
Mitigation Measures:

Train staff
Designate a chain of command.
Establish a command center.
Decide what primary and alternate communications will be
used.
Establish clearly what the procedures will be when an
explosion occurs.
Decide what procedures will be followed when a bomb
threat is received or device discovered.
Determine to what extent the available bomb squad will
assist and at what point the squad will respond.
Provide an evacuation plan with enough flexibility to avoid
a suspected danger area.
Establish a simple to follow procedure for the person
receiving the bomb threat.
Review your physical security plan in conjunction with the
development of your bomb incident plan.

2.1.6 Explosion
Applicability: Activate this response if an explosion, of unknown origin,
occurs.

Immediate Response:

Remain calm

Evacuate the workplace

Alert others in the area about the suspicious package. Leave the
area, close any doors, and take actions to prevent others from
entering the area. If possible, shut off the ventilation system.

Notify police and company security.

Response:

Evacuate the workplace as quickly and calmly as possible.

If items are falling off bookshelves or from the ceiling, get under a
sturdy table or desk until the situation has stabilized enough for
your safe passage.

Ensure your own safety before trying to help others.

Sound the alarm, likely by pulling the fire alarm.

Notify a supervisor, a security officer, or the Police.

Enhance security measures if necessary.

Communicate with employees as to the nature of the incident.
Longer Term:

Schedule employee refresher training courses.

Review evacuation plan as needed.

Review crisis communication plan.

Cause:
The explosion could have been caused by a bomb or by a gas leak. If it
was a bomb, refer to the previous section.
Effect:
The effect of an explosion in your workplace may be fear amongst your
staff and clients and disruption of your workplace and operations. There
will likely be physical damage and associated costs. If the cause was
accidental, as in the case of a gas leak, the fear will be considerably
lessened but, in the few hours following the explosion, there will be fear
and uncertainty.
Where and When:
An accidental explosion can occur at any time. Inspect your premises to
determine if this is a possibility. For an explosion resulting from a bomb,
refer to the previous section.
Mitigation Measures:

Train staff
Designate a chain of command.
Establish a command center.

Decide what primary and alternate communications will be

used.
Establish clearly what the procedures will be when an
explosion occurs.
Decide what procedures will be followed when a bomb
threat is received or device discovered.
Determine to what extent the available bomb squad will
assist and at what point the squad will respond.
Provide an evacuation plan with enough flexibility to avoid
a suspected danger area.
Establish a simple to follow procedure for the person
receiving the bomb threat.
Review your physical security plan in conjunction with the
development of your bomb incident plan.

2.1.7 Fire
Applicability: Activate this response in the event of fire.
Immediate Response:

Remain calm

Sound the alarm for others in the immediate area

Attempt to deploy fire suppression systems if appropriate and safe

to do so.

Floor Wardens should guide and assist in the evacuation of

employees and clients from the building to a safe location.

If the smoke is thick, drop to the floor and crawl to the nearest exit.
Cover your mouth to avoid inhaling smoke and gases.

If time permits, end any jobs running on CRT's or PC's, sign off
and unplug all equipment. All tapes and diskettes should be placed
in a fireproof safe or vault.

IS personnel should power down the core system and the UPS
(Computer Room). All tapes and diskettes should be placed in a
fireproof safe or vault. Any equipment not attached to the UPS
should be unplugged, if time permits.

The Operations Manager should lock all vaults and fireproof safes.

Check all non-working areas to make sure all personnel have been

alerted (canteen, rest rooms, etc.).

Close all exterior office doors.

Exit the area and ensure that everyone does as well.

Evacuate the building. Go to the Designated Meeting Place and

wait for further instructions.

At the Designated Meeting Place (DMP), the DMP Supervisor will

attempt to account for all personnel.

The DMP Supervisor will contact the Team Leader of the

Emergency Reponse Management Team.

Response:

Notify a supervisor or a security officer, or the Police.

If the fire occurred in only one section of the workplace, close it off
and relocate employees and equipment.
Inventory all equipment and products that were damaged. Keep
written records of all items and estimate the cost of loss for
insurance purposes.
Don't turn on computers or other electrical equipment. They may
have suffered smoke and soot damage.
Decide whether it's necessary to temporarily relocate or close the
facility.
If moving temporarily, alert suppliers and clients of the move.
Contact a contractor to make structural repairs. Inquire about
smoke and odor removal processes.
Keep employees notified of conditions. Have a system in place for
workers to turn to for information, including key executive contacts
and regularly-updated status reports.

Work with local fire officials to regain access to the site as soon as
possible.

Cause:
Fires can start in countless ways - an electrical short, a smoldering
cigarette, an open flame, a gas explosion, arson - and the results can
be devastating.

Effect:
Impact will depend on the size of the fire, its location in the building,
and the success of fire detection and prevention measures. But any
fire has the potential, if not detected early enough, to destroy records
and equipment, cause human injury or death, result in smoke
damage, or completely burn a facility.
When and Where:
Fire is a universal threat. Whether it's located in a larger building or a
one-story building, no business is immune. A blaze can be triggered
at any time of day or night, making preparedness a must. Fire will
often piggyback other disasters. Damage sustained during an
earthquake or flood often results in the release of flammable
materials. These compound crises are even more dangerous and
difficult to fight since critical infrastructure may have been damaged
as well.
Mitigation Measures:

Install smoke detectors in key locations. Test batteries

annually.
Install a fire alarm and suppression systems that will
automatically notify fire officials.
Clean out storage areas.
Purchase proper insurance coverage.
Be aware of community fire codes and regulations and
comply.
Ask your local fire department to inspect your facility on a
regular basis.
Assess whether automatic sprinkler systems, fire hoses,
and fire-resistant walls and doors are necessary.
Station fire extinguishers prominently throughout the
building. Make sure employees are familiar with locations
and usage. Also ensue that the fire extinguishers are of the
correct type and capacity.
Assign an employee to check all appliances at the end of
the workday to make sure they are turned off.
Establish safe personnel evacuation routes.
Training and periodic exercises are essential. Conduct fire
drills at least twice a year to ensure that all employees
know the proper exit procedure.
Select several key individuals within the company to
coordinate communication procedures with employees,
clients, and suppliers.
Enforce no smoking policies. If smoking is allowed, permit it

only in designated areas where large, non-tip ashtrays are

located.
Establish a tight security system to help prevent arsons.
Replace damaged electrical cords. Avoid plugging several
cords into one outlet.
Leave room for air to circulate around heaters, copy
machines, etc.
Keep flammable liquids and contaminants in proper storage
containers and designated locations.
Investigate or contract with a recovery service provider to
reduce clean-up costs.