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The training involved SWAT teams, bomb and hazardous materials (HAZMAT) units, and medical staff. Over 100 people participated, inclusive of helicopters that flew over the stadium.
Rick Smith, a former FBI agent, and training participate made a precise, extremely important, and intriguing comment that caught our attention:
“It takes the coordination in the event something happens. Every time there’s a major event there’s a problem with radio.”
This statement really got us thinking.
You can have a strong plan in place, but even then, you can’t let it sit. You can’t accept that processes once ‘good enough’ will remain that way.
You need to be proactive. You need to come back to it, and often. Because anything could happen – especially clogged communication, even with technology in place.
That leads us to the most important question of the day:
You might be wondering whether your team really knows what to do in the event of adverse weather? Or, how would they handle a bomb threat? How is everything communicated between departments and staff during a crisis?
Do you have software in place to organize, track, and manage your high priority issues during small and large-scale events?
We get it, these protocols are organized and outlined within your emergency management plan.
Every protocol you’ve established is written and lists each issue and incident related to your property.
Even better, you conduct annual training workshops for new and returning staff that includes tabletop exercises to improve your staff’s response time to incidents or issues.
Here’s the problem, though.
When your busy staff gets an unexpected call for a suspicious package or bomb threat or that there’s severe weather approaching, are they ready to respond?
If your staff is confused when it counts, or your procedures need a bit of a facelift, and if your protocols are nowhere close to being automated, then it’s definitely time for you to reevaluate, and even overhaul, your plan.
Keep reading, because we’re going to show you how!
Your emergency plan contains the breakdown for all your protocols to handle issues and incidents at your property.
You’d probably like to have this information communicated effectively to your staff when they need it most, right?
It’s vital for you to understand that giving your staff the ability to communicate effectively and efficiently is the goal.
In order to gain real-time data and have communication throughout all your departments, you must put the right incident management infrastructure in place. (We recently wrote an article about the importance of an infrastructure for getting the facts, check it out here.)
Real-time communication is the only way to receive real-time data. It’s vital in an emergency.
Remember what Rick Smith said about radio problems? You definitely want to minimize or eliminate the impact of communication on your success.
An incident management system is what gives you the essential information you can use during emergencies, incidents, or issues.
Augmenting it with mobile hand-held apps will help your command center efficiently communicated protocols to handle, when they need to be handled, and how each needs to be handled.
Your staff on the front lines can report incidents in seconds, directly into your incident management system.
It gets better because the system isn’t only capturing the incident.
Frequent incidents pose a challenge in operations. Would you agree?
Well, emergencies can’t. There’s no room for error here. That’s why you need a progressive incident management solution and a reliable structure in place.
We value perspective. Consider the scenario below.
Severe weather is approaching your property. Lightning is showing on the radar 16 miles away.
What needs to be done now? You need to immediately communicate to all your departments for starters, right?
Timing is of the essence when it comes to the safety of your guests.
With improved communication, you’ll be able to inform your staff that it’s time to execute your property’s adverse weather protocols.
Now, you’ll need to have the protocols ready for your staff. Why is this? They won’t have time to scan through the written version of your plan.
Do you have a plan in place for adverse weather conditions? This should do the trick.
A public announcement will notify guests that a report of pending weather problems requires the event be canceled.
You and your staff will look professional when everyone executes these protocols in an efficient way? Your guests will feel safe and secure during the entire process.
Now, when the weather is an issue so are the after effects. From wet spots to slippery walkways, use your incident management system to implement adverse weather protocols.
Do this to keep your guests safe and to help you achieve peace of mind.
It’s important for you to get your emergency management strategy into motion with a well-trained and high performing team – that can be ready for anything.
Then, prove yourself as a leader by setting your team up for success and peace of mind.
Put in the effort to help them develop the knowledge on how to mitigate incidents. Anything that might occur at your property:
Integrate tabletop exercises into your training process too.
Create a training process for returning, new, and temporary staff. Bring together important policies and processes from your emergency management strategy into semi-fictional scenarios.
At this point, staff can learn what you need them to do and how you need them to do it.
Ask and discuss questions like these:
You want to deliver first-class customer service, which is why preparation is key.
Now, do you have bomb threat protocols put in place for your property? Is your staff well trained on these protocols?
If not, we've put protocols together for you to implement, practice, and execute at your property.
Whether you have an existing plan in place or are starting from scratch, we encourage you to use these as a professional standard to follow.
Understanding this is important because you need to practice these steps with your staff to ensure that everyone’s prepared to deliver a safe and memorable experience for guests.
Today, we’re confident we’ve made headway on reevaluating your emergency management plan. We’ve shared the importance of using a solution with an infrastructure in place.
You now have new processes and protocols available at your fingertips. Now, it’s time for you to put the plan to paper and reevaluate your property’s plan for the future to come.
So, are you going to reevaluate your emergency plan to prepare for what’s coming?