CRISIS MANAGEMENT PLAN IMPLEMENTATION. Agenda. Background Purpose Scope What is a Crisis? Definitions A Crisis An Emergency Types of Crises (as defined by De Beers) Level of a Crisis (as defined by De Beers) Crisis Response Steps 1 through 9. The Crisis Response Call Centre
Agenda • Background • Purpose • Scope • What is a Crisis? • Definitions • A Crisis • An Emergency • Types of Crises (as defined by De Beers) • Level of a Crisis (as defined by De Beers) • Crisis Response • Steps 1 through 9. • The Crisis Response Call Centre • The Contact Number • How it Works • Roles and Responsibilities • The Exploration CMT • The Exploration CMT • In Closing • The Next Steps • Questions & Comments
Background In mid 2003, De Beers Canada identified the need to create a Crisis Management Plan for each area of operation. This includes: • The Projects; • Exploration; • Exploration; To satisfy this need, a Crisis Management Plan was developed for these areas, based on the the recommendations and the template issued by the The Mining Association of Canada. In April, May and June of 2004, each area received its respective Crisis Management Plan. In May of 2004, the related Crisis or Emergency Response Contact Number was officially activated.
Purpose The purpose of the Crisis Management Plan is to act as a guideline for De Beers Canada personnel, in managing, controlling and establishing communication during a crisis situation. The Crisis Management Plan will compliment the emergency response procedures, not replace them. In general, the intent of the plan is to: • Help to remove any threat to De Beers personnel, their families, or the communities in which we operate; • Provide a means of open and honest communication with those affected by the crisis; • Re-establishing the business to normal operations; • Protect the interests of De Beers Canada and its stakeholders; • Prevent a recurrence of the crisis.
Purpose Cont’d In the event of a crisis, we must be able to: • Manage the crisis effectively and professionally, to provide necessary support to our people and to minimize the impact on our operations and business; • Portray the company as a caring and responsible organization; • Provide appropriate support to people who may have been adversely affected by our operations; • Help the news media focus on known facts and our positive actions; • Maintain public and stakeholder confidence in our ability to effectively manage the crisis, and; • Continue to run the business effectively and efficiently during the course of the crisis.
Scope The Crisis Management Plan will compliment and support all aspects of the life of a project; through Engineering, construction, commissioning and into the operation and closure phases. A Crisis Management Team has been assigned overall responsibility for the application of the crisis plan. However, the plan will offer guidance to all persons involved in a given project or mine, when it comes to the management of a crisis or emergency situation. Each specific area of operation within De Beers Canada has an individual, and specifically tailored, Crisis Management Plan. The “Crisis Response Contact Number”, as noted within the plan(s), is available for use by anyone working for, or on behalf of De Beers, throughout Canada and abroad, when there is need to do so.
What is a Crisis? Definitions(as defined by the The Concise Oxford Dictionary, 10th Edition): • A Crisis is a time of intense difficulty, or a turning point in a situation where a change takes place, indicating either recovery or failure. • An Emergency is a serious, unexpected, and potentially dangerous situation requiring immediate action or response.
What is a Crisis?Cont’d Types of Crises(as defined by De Beers Canada): -Health Crisis Camp Food Poisoning Camp Communicable Disease -Natural Disasters Brush Fire Flood -Medical Emergency Fatality Major Injury -Aircraft Crash -Environmental Incident Spill River Contamination -Loss of DBC Officers -Industrial Relations Workforce Strike General Unrest -Aboriginal or FN Relations Community Dispute Barricading of Access -Group or Industry Crisis Downturn in Market De Beers Group Crisis -Production Closure of Mine Site Fire -Land Claims or Mineral Rights
What is a Crisis?Cont’d Levels of a Crisis(as defined by De Beers Canada): Level One: • Local on-duty employees trained to respond to the particular type of emergency, can handle situation. Level Two: • Before normal operations can resume, the situation will be handled by local employees who will respond with help from additional personnel, who have been brought on-site by the Crisis Management Team. • Exploration office is to be notified using the normal reporting process.
What is a Crisis?Cont’d Levels of a Crisis Cont’d(as defined by De Beers Canada): Level Three: • Requires the help of off-duty or off-site people, outside vendors as well as local police, fire and/or EMS crews. • Details of the incident or situation are known outside the Exploration office or operation. • Media and/or other stakeholders are inquiring about the situation. • Crisis Management Team Chair or Coordinator must be notified immediately.
What is a Crisis?Cont’d Levels of a Crisis Cont’d(as defined by De Beers Canada): Level Four: • The situation is out of control and will impact an extended area and numerous people indefinitely. Normal business operation will be curtailed, and employees will be diverted from their routine duties until the situation is resolved. Local response agencies will be in charge. Federal and provincial response agencies may be called in to assist. • Crisis Management Team Chair or Coordinator must be notified immediately.
Crisis Response In general, the response to a crisis can be broken down into nine major steps*: Step 1: Notification of the Crisis Management Team(s); Step 2: Notification of the Exploration Crisis team Chair; Step 3: Referring Stakeholder Inquiries to the Spokesperson; Step 4: Assessment of the Crisis; Step 5: Preparing the Preliminary Exploration Statement; Step 6: Contacting the Key Stakeholders; Step 7: Prepare a News Release; Step 8: Prepare the Media Room; Step 9: Debriefing the Crisis Team(s). *These steps are a worst case scenario. The extent in which the Crisis Team will respond to a given situation, will be based on the assessment made by the Crisis Management Team Chair.
Crisis Response Cont’d Step 1-Notification of the Crisis Management Team(s): • Determine the type, extent and impact of the crisis; • Determine the applicable crisis response protocol; • Contact the Crisis Management Team*. *This can be done using direct, conventional means, or by using the Crisis Response Contact Number. Step 2-Notification of the Crisis Team Chair: • If not done so already, the Team must ensure that the chair is notified, and advised of the events that have taken place as part of, or in response to a crisis. • The Chair will, in turn, notify the Corporate Crisis Team Chair of the events that have taken place, and the efforts that have been made to contain the situation..
Crisis Response Cont’d Step 3-Refer Stakeholder Inquiries to Spokesperson: • The Crisis Communication Coordinator is to advise the stakeholders of the contact information for the Crisis Management Team Spokesperson; • All incoming calls are to be directed to the Spokesperson’s assistant who is to keep a log of all stakeholder inquiries; • The Crisis Communications Coordinator is to advise all employees that all stakeholder inquiries are to be forwarded to the Spokesperson, that no information is to be provided directly. Step 4-Assessment of Crisis: • The Crisis Coordinator is to liaise with the impacted persons or site in order to gather the pertinent information; • The Crisis Communication Coordinator is to monitor the media response; • Based on the available information, the Crisis Team Chair is to determine the level of the crisis, and which response protocol will apply.
Crisis Response Cont’d Step 5-Preparing the Preliminary Exploration Statement: • The Crisis Communication Coordinator is to prepare all relevant background information; • The Crisis Communication Coordinator is to Liaise with the Corporate Team to draft a preliminary statement. • If necessary, the Human Resource Coordinator is to prepare a briefing for the families of the victims which is to be approved by the Exploration Crisis Management Team Chair. Step 6-Contacting Key Stakeholders: • The families of the victims are to be contacted prior to the release of any statement; • Following the approval, the statement is to be disseminated to local employees, and then company wide; • The spokesperson(s) is to return the stakeholder calls that have been recorded in the log sheet*. *This should be done concurrent with the release of the media statement.
Step 6-Contacting Key Stakeholders Cont’d: Crisis Response Cont’d Board Members Provincial & Federal Government Representatives National Media CEO, COO Local Community Shareholders Business Networks • Personnel on site. • Emergency Response Teams (firefighters, police, etc.) • Families of affected personnel. • Workers Compensation Board/Environment Officials and other Officials directly concerned. Employees that were not working when the emergency situation arose Citizens Committees Suppliers, customers, business partners Local Emergency Coordination Team Secondary Targets Responsibility: Local Collaboration: Exploration Committee Tertiary Targets Responsibility: Exploration Committee Collaboration: Local
Crisis Response Cont’d Step 7-Prepare a News Release: • A news release will be drafted with the approval of the Corporate Crisis Management Team, and released to the media where there are: • Multiple or serious injuries; • Fatality or Fatalities; • Risk(s) to the Communities; • Evacuation or significant shutdowns or stoppage of work; • Significant investor or JV relations issues; • Etc… Step 8-Prepare a Media Room: • When required, a news conference will be held at an assigned location. This could be: • DBC Exploration Cafeteria (Don Mills); • Another off-site location.
Crisis Response Cont’d Step 9-Debrief: • During the management of a crisis, the team is to conduct a debriefing session at regulars intervals in order to: • Discuss further logistical needs; • Discuss current media interest and focus of questions; • Discuss work schedule for the next day; • Ensure the continued safety of employees, contractors and the community; • Correct erroneous information through media monitoring and internet; • Check on the injured and the families of stricken employees; • Communicate regularly with employees to describe the actions being taken by the company and any impact on employee jobs; • Ensure that any participating community emergency response and rescue crews are properly thanked; • Review impact on employees and the community; • Review government/regulator interest and response to date; • Review the need for replacements/support for crisis management team.
The Contact Number The Crisis response Contact Number was activated in May of 2004. The contact number(s): Crisis Response Contact Number - (866) HELP-219 or (866) 435-7219 For International Calls: (705) 670-6950 State that you are with De Beers Canada and wish to notify the Exploration Crisis Management Team of a situation. This number is available 24 hours per day, 7 days a week, 365 days a year. It is available for use by all De Beers Canada personnel, including those persons working on behalf of De Beers Canada. It is not mandatory that this number be called in an emergency. It is only required when there is difficulty in contacting the Crisis Management Team(s), or other critical contacts, through conventional means.
How it Works. The Crisis Response Call Centre will follow an established series of steps as part of the response to a call: Step 1: The operator initiates the “Identification Process and Incident Query”: • What is your name? • What is your location? • What type of emergency do you have? • Do you require Police, Ambulance or the Fire Department? • What is your telephone number? • Can you stay at this number? • If not, at what other number can we reach you? Step 2: Based on the information given, or at the request of the caller, the operator will connect the caller to the Crisis Team (Primary List), or a specific secondary contact (i.e Police, MediVac, Etc…).
How it Works.Cont’d Step 3: The operator will connect the caller, or patch the caller through, once a secure connection has been established. After advising the caller, the operator will disconnect. or: Step 4: Based on the information given, or at the request of the caller, the operator will connect the caller to the Crisis Team (Primary List), or a specific secondary contact (i.e Police, MediVac, Etc…).
How it Works.Cont’d Primary Numbers: The Primary list contains the contact information for those persons who make-up the Crisis Management Team(s). This list pertains to the Crisis Management Plan, and is only utilized when a given situation escalates to a level requiring the response of the Crisis Team(s). Secondary Numbers: The secondary list contains the general emergency response and emergency services contact information for the project. These numbers are utilized only upon the specific request of DBC personnel. This list of numbers is made up of: • MediVac Services • Hospitals • Response Centres • Poison Control • Spill Response • Police Services • Logistics & Aviation Services
The Exploration Crisis Management Team The Exploration Crisis Management Team is made up of 7 members, each with an assigned alternate.Each team member has their own responsibilities as noted within the plan.The team may be increased in size, in order to incorporate other support personnel or resources. The Exploration Crisis Team: • Chair-Peter Williamson • Team Coordinator-Peter Williamson • Spokesperson-Catherine Kalafatis • Communication Coordinator-Linda Dorrington • Protective Services Coordinator-Chuck Waring • Human Resource Coordinator-Catherine Kalafatis • Administrative Assistants-Karen Mrjkonjic
Exploration Crisis Team ChairPeter Williamson Prior to a crisis: • Ensures the integration of the Crisis Plan with the Emergency Response procedures; • Ensures that adequate training takes place; • Establishes liaison with appropriate government officials. During a crisis: • Determines if a crisis exists, or if a crisis should be upgraded to a level requiring that the Corporate Crisis Management team be contacted; • Ensures that all activity in response to a crisis is conducted in accordance with the Exploration Crisis Management Plan; • Ensures that the appropriate security precautions have been taken; • Contacts and communicates with the appropriate stakeholders.
Exploration Crisis Team CoordinatorPeter Williamson Prior to a crisis: • Establishes and keeps current a list of key stakeholders; • Prepares and maintains the crisis planning room; During a crisis: • Establishes a secure means of communication between the Exploration Team and the Corporate Crisis Team, when required; • Ensures that the Crisis Team Chair(s) are notified; • Acts as a conduit for, and gathers pertinent information; • Keeps the Crisis Team Chair apprised of all developments; • Convenes meetings as requested by the Chair; • Briefs the Exploration Crisis Management Team; • Establishes a secure means of communication between the team and terrorists or hostage takers, if required.
Exploration SpokespersonCatherine Kalafatis In general, the Exploration Crisis Management Team spokesperson will act as a representative for De Beers Canada when there are dealings with the media or outside stakeholders. The Crisis Spokesperson will issue statements to the media, the public, outside stakeholders and De Beers employees, that have been approved and developed through the De Beers Canada Public and Corporate Affairs group. The spokesperson will have received media communication skills training.
Exploration Crisis Team Communications CoordinatorLinda Dorrington Prior to a crisis: • Establishes a relationship with the local media; • Identifies resources for monitoring the local medias response to a crisis; • Prepares background material; • Identifies qualified interpreters to be utilized when required. During a crisis: • Ensures that the media monitoring methods are in place; • Analyzes media information, and forwards it on the the Exploration and Corporate Crisis teams as it becomes available; • In liaison with the Exploration Crisis Team, drafts media statements for release by the Spokesperson; • Briefs and prepares the Spokesperson for media interviews; • Briefs employees on how to handle media inquiries; • Prepares a media room.
Exploration Crisis Team Protective Services CoordinatorChuck Waring Prior to a crisis: • Ensures that protective services measures are in place; • Continually reviews the Exploration risk assessment to ensure that the appropriate reactionary measures are in place; • Ensures the proper training of protective services personnel takes place. During a crisis: • Determines the security measures that are required, and ensures that De Beers personnel, its assets and its products are protected; • Ensures that there is proper handling and storage of material evidence; • Coordinates crime scene containment where required; • Communicates with law enforcement where required; • Negotiate with terrorists or hostage takers when required.
Exploration Crisis Team Human Resource CoordinatorCatherine Kalafatis Prior to a crisis: • Manages the storage of the personnel information of the Exploration Project employees; • Maintains a database of employee benefits and pension entitlements; During a crisis: • Coordinates with additional crisis support personnel when required, such as: • Grief Counselors • Psychologists • Etc… • Communicates with the families of victims, and provides assistance when necessary; • Monitors overall employee moral and recommends appropriate communications.
Exploration Administrative SupportKaren Mrjkonjic The role of the administrative group, is to provide general support and assistance to the Crisis Team members when required. During a crisis, any of the following persons could be asked to provide administrative support: • Receptionists; • Project Administrators; • Assistants; During a crisis: • Logging incoming calls and inquiries from the media and outside stakeholders, and forwarding the inquiries on to the Crisis Team Chair; • Directing incoming calls to the appropriate assistants of the Crisis Team members; • General administrative support duties (i.e. media statements, information gathering, etc…)
The Corporate Crisis Management Team The Corporate Crisis Management Team is made up of 7 members, each with an assigned alternate.Each team member has their own responsibilities as noted within the plan.Only during the response to a level 3 & 4 crisis will the Corporate Crisis Team be contacted. However, any creation of statements or news release will be done in concert with the Exploration Crisis Management Team. The Exploration Crisis Team: • Chair-Doug Scott • Team Coordinator-Jonathan Fowler • Spokesperson-Linda Dorrington • Communication Coordinator-John Hughes • Protective Services Coordinator-Chuck Waring • Human Resource Coordinator-Jerilynn Lamb • Administrative Assistants-Nikki Dunlop
The Next Steps As part of the implementation of the Exploration Crisis Management Plan, the following major next steps are: • Assign an owner to the Exploration Crisis Plan. This person will: • Act as a contact for any revisions or changes required; • Aid in the distribution of new material; • Incorporate the Initial Release into ISOSoft. This will: • Compliment the requirement for a communication guideline as part of ISO 14001, Element 4.4.3-“Communication”; • Establish the distribution process to better manage changes and revisions to the system; • Introduce greater control and the ability to audit the plan as part of the process of managing the document, over the long term; • Conduct Training and Awareness sessions where required; • Establish the interface between the Crisis Plan and the SHMS & EMS; • Distribute material that notes the Crisis Response Contact Number.
In Closing The Exploration Crisis Management Plan is in the initial stages of development. Although the Crisis or Emergency Response Contact Number has been activated, and the plan is to be issued shortly, the procedure involved with the management of a crisis will change and improve as the project develops and grows. We must always remember that the focus and emphasis of a Crisis Management Plan is to promote efficient and effective communication during a crisis situation, and encourage thorough crisis or emergency response preparedness and management within all relevant aspects of a project. Through the commitment and diligence of De Beers Canada, and its personnel, to Safety, Health and Environmental Management, the opportunities for emergencies and crises to occur will decrease, with the hope that a Crisis Management Plan will never have to be used!