Emergency Wardens e-news: Feb 2012

1

Editor’s Note

Editor’s Note

Ready Queensland: A

smart phone app to

mobilise Queensland’s

volunteers

Do we need Fire

Safety Audits?

Peru: 26 die in blaze at

Lima drug rehab

centre

Meet some of our new

recruits

F5M Customer

Satisfaction Survey

2011-2012

Scenario: Nurse

Stabbed with butter

knife

Response to the

above scenario

Graeme Hancock

training in the Red

Centre

First 5 Minutes gears up

for brand new CRM in

2012

In this 3rd

Edition At First 5 Minutes, we appreciate the effort, time and energy invested by

emergency wardens to accomplish their duties diligently in their respective

Emergency Control Organisations (ECO). In most cases wardens fulfill their

responsibilities in tandem with their actual ‘formal’ remunerated job. F5M is

focused on ensuring that the importance of the role of wardens is understood by

the broader community and that the warden community is recognized for their

commitment and acquired expertise.

With our 25 years of experience, we have amassed a significant understanding of

educating people to assist their colleagues in times of emergencies. Every year,

we train approximately 150 000 wardens. Many members of this active warden

network have acknowledged and often report that their F5M training has

enabled them to proactively and professionally deal with emergencies outside

the workplace.

Wardens being trained by F5M have the benefit of attending training sessions

delivered by industry experts and exposure to the very latest training

methodologies and tools. The F5M ground breaking R.E.A.C.T ™ training program

involves the application of scenario based training. This enables better alignment

to the trainees’ interests and facilitates significantly enhanced engagement and

therefore learning outcomes. Wardens gain competence and confidence in

fulfilling their role as well as a great sense of satisfaction of contributing to the

welfare of others.

With a view of maintaining a high level of commitment to warden training, F5M

maintains a warden engagement program.

What is the F5M warden engagement program all about?

It is a concerted effort of ALL employees of F5M to help create a community of

wardens and engage with them at every possible opportunity. Officially, we meet

our wardens on 3 occasions each year during training. However, we strive to

engage with them more often. The idea is if we enable a social network to

develop around and with emergency wardens, they will have a higher propensity

to attend the sessions, making everyone’s task easier and more pleasant. There

are 2 main initiatives that we maintain to support warden engagement:

1. Emergency Wardens Facebook Page

2. Emergency Wardens e-newsletter.

This e-newsletter is designed to enhance the development of the community of

emergency wardens in Australia. It is quarterly publication containing a mixture of

‘easy reading’ information, case studies, some possible scenarios as well as some

more ‘serious’ technical information about emergency management.

Happy reading! Jay.ramanah@first5minutes.com.au

2 Emergency Wardens Australia: Feb 2012

“While our

communities were

devastated by the

natural disasters of

2011, the outpouring

of compassion was

overwhelming” –

QLD Premier Anna

Bligh

Ready Queensland:

Smartphone App to Mobilise

Queensland Volunteers

“Immediately following the

disasters, Volunteering Qld was

inundated with calls from people

around Queensland and Australia.

“Within three days of the floods

striking Brisbane, 55,000 people

had registered their desire to help.

“As well as that, thousands of

people signed up for the Mud

Army – who can forget the images

of people dropping everything to

help out perfect strangers in their

time of need.”

Features of the App Include:

Register with CREW (Community

Response to Extreme Weather) to

be an emergency volunteer;

See current emergency

volunteering opportunities;

Access all the key contacts for

emergencies in one place and

save your own emergency

contacts;

Watch the short disaster

preparedness and response

videos;

Find out what you need to have in

your emergency stay/go kit (and

check them off when you’ve got

them); and read the latest news

fromwww.emergencyvolunteering.

com.au

The project has been made

possible through the joint State and

Federal Government funded

Natural Disaster Resilience Program

(NDRP).

Volunteering Qld CEO, Jelenko

Dragisic, said the natural disasters

of 2011 highlighted just how

important technology and social

media were when it came to

rebuilding homes, neighbourhoods

and communities.

“Volunteering Qld has learnt much

from the experiences over the last

year, now providing better support

and services for emergency

volunteering,” Dragisic said.

“We’ve enhanced our database

of emergency volunteers, agencies

and opportunities. Improved

services means we can quickly

register, search and match

opportunities with volunteers easily

and conveniently – and Ready Qld

will take that to a whole new

level.”

To download the App, search

READY QLD on the App store or visit

www.emergencyvolunteering.com

.au for more information.

More than 1,000

people have

downloaded

Volunteering

Queensland’s new

Smartphone App,

Ready Queensland, in

the two days since it

launched on 15

January.

QLD Premier Anna Bligh said the free

App, Ready Queensland – developed

by Volunteering Queensland with the

research assistance of the University of

Queensland – would empower

Queenslanders to be better equipped to

work together in situations of disaster.

“This App will not only inform

Queenslanders about preparedness for

disasters – resources, checklists and

advice – but will also provide real-time

updates and information about

volunteering opportunities in your local

area.

“While our communities were

devastated by the natural disasters of

2011, the outpouring of compassion was

3 Emergency Wardens Australia: Feb 2012

Fire Hose Reel not wound on drum

correctly also cable interfering with

the hose reel.

The building essential services standard sets out the minimum standards

for the maintenance and testing of the buildings essential services.

Building owners have an obligation to ensure that they provide a safe

and rapid evacuation of persons in the event of an emergency.

Furthermore they also have to ensure that the emergency facilities are

maintained in an effective condition by a competent person.

In Oct 2011 Nick Grice (Operations Manager SA) held a breakfast

meeting seminar and presented to some 50 Property Managers and

Facility Managers the importance of ensuring that the building essential

services are being maintained.

The photographs that follow are examples of common noncompliance

issues regularly identified by F5M during Fire Safety Audits. This evidence

and the consequences of these issues not being identified / monitored

provide for compelling motivation to engage F5M to undertake Fire

Safety Audits.

Do we need

Fire Safety

Audits?

Nick Grice

Operations Manager, South Australia

Service label stuck over the

manufactures instructions and colored

identification band.

Fire hose reel cupboard used for storage obstructing fire extinguishers.

4 Emergency Wardens Australia: Feb 2012

Contact First 5 Minutes on

0733552855 if you believe a Fire

Safety Audit is required in your

building.

A shopping trolley is blocking the exit in this

shopping center.

No charge light on an emergency light.

Emergency exit blocked by a pin board.

An emergency exit blocked by electrical

contractors.

5 Emergency Wardens Australia: Feb 2012

Peru: 26 die

in blaze at

Lima drug

rehab centre 28 January 2012

A fire at a drug rehabilitation

centre in the Peruvian capital Lima

has killed at least 26 people,

officials say.

Another 10 people were injured at

the Christ Is Love centre, which

used biblical teachings to treat

addicts.

Firefighters said the doors were

locked, trapping patients inside;

some leapt from windows to

escape as flames swept through

the building.

Health Minister Alberto Tejada said

the rehab centre was not licensed

and had twice been ordered to

close.

"It was a house they had taken

over for patients with addictions

and they had the habit of leaving

people locked up with no medical

supervision," he told the Associated

Press.

Interior Minister Daniel Lozada said

police were looking for the centre's

owners.

"We want them to explain why - at

the time of the disaster - there was

no one there looking after the

centre," he told Peru's RPP radio

station.

The cause of the blaze has not

been established, but some reports

said a mattress was set on fire

during a dispute between

recovering addicts or as part of an

escape attempt.

All the victims were men, and most

died of smoke inhalation.

'No way out'

The fire began on Saturday

morning when patients were

having breakfast at the centre in

the poor and densely populated

San Juan de Lurigancho district.

BBC's Mattia Cabitza: "The problem

was that many patients could not

get out of the building because it

appears the doors were locked"

Gianfranco Huerta, a patient, said

he had to jump from the second

floor to escape the blaze.

"The doors were locked, there was

no way to get out," he told RPP.

Chief firefighter Antonio Zavala

told the Associated Press the fire

was of "Dante-esque proportions".

"We've had to use electric saws to

cut through the metal bars of the

doors to be able to work,'' Mr

Zavala said.

Local media said firefighters also

knocked through a wall from a neighbouring building to rescue

people from the smoke and flames.

Weeping relatives of drug and

alcohol addicts receiving

treatment there gathered outside

the building to seek news of their

loved ones.

Relatives of patients waited anxiously

outside the Christ Is Love Centre for news

6 Emergency Wardens Australia: Feb 2012

Meet some of

our new

recruits.

I am also an Australian Red Cross

blood donor and give blood every

now and then (though one of

those times ended up with me

almost fainting on the sidewalk.

What do you like about your job at

F5M?

My job at the design department is

like a combination of all the things I

have done in the past and it feels

good to know that my designs

actually save people’s lives. I feel

lucky to be included in this team

and wish to be fully functional

soon.

What are your main challenges for

the year ahead?

Moving, learning more about my

job and learning how to cook

decent food =).

How do you like to spend your free

time?

I like catching up with friends and

family, watching TV, movies,

listening to music, reading and

trying out new stuff. I also like to

work on various projects and do

photography when I get the

chance.

Nanda Stoltz National Project Coordinator

Who is Nanda Stoltz?

I am a highly motivated and

determined person with a passion

for waterpolo. I have been playing

water polo since I was 13 and

represent Australia. I have been

lucky enough to travel all over the

world with waterpolo and meet

some amazing people. I

graduated from University in 2010

with a Bachelor of Business:

majoring in sport management

and minoring in event mgt. My

recent employment with F5M has

driven me to be as successful in my

role as I am with waterpolo.

What do you like about your job at

F5M?

I enjoy interacting with the F5M

staff and learning new tools,

techniques and skills to help

improve my business knowledge.

What are your main challenges for

the year ahead?

My main challenge for the coming

year is to learn the ropes of F5M

and absorb as much information

as I can.

How do you like to spend your free

time?

I like to: play waterpolo, go to the

gym, go surfing, watch

movies/relax and spend time with

friends.

Ria Carabeo Design Officer

Who is Ria Carabeo?

I am the new designer at the Brisbane

office. Prior to working for First 5

Minutes, I have worked for various

industries including manufacturing,

packaging, and property

management. I was recently an EEN

student. I currently live in the sunny

Gold Coast but will be moving to

Brisbane soon.

Emergency Wardens e-news: Feb 2012

7

F5M

Customer

Satisfaction

Survey 2011-

2012

This was the first annual survey

conducted in December 2011, to

monitor how satisfied customers

are with the services provided to

them by First 5 Minutes. Individual

online questionnaires focusing on

each part of the customer journey

were sent to a random sample of

890 customers nationally through

www.surveymonkey.com website.

The survey received a very warm

welcome from customers with 20 %

of sampled customers responding.

In the survey, respondents were

asked a series of questions

pertaining to First 5 minutes’:

Pre-sales service

Administration

Accounts/Contracts Management

Communication

Training/Consultancy Delivery

Knowledge and Experience of Staff

Products and Services

Promise v/s delivery

Training Consultants

The overall results were extremely

positive and encouraging. An

overwhelming majority of

customers believe that First 5

Minutes is an ‘above average to

excellent’ organisation with staff

having excellent knowledge and

experience doing a good job

across the spectrum of themes

investigated through the survey.

Some excellent constructive insights

were provided with some customers

expressing concerns regarding

specific issues that warrant greater

attention and effort on our part.

E.g. our response time and

communication, particularly

relating to delays in the completion

of evacuation diagrams.

First 5 Minutes is leaving no stone

unturned to address all issues

identified via the survey. Some of

the initiatives already implemented

to support the further enhancement

of our customer service include:

1. A F5M customer service

charter has been

developed. New KPIs are in

place for all staff to support

this charter.

2. Customer service initiatives

have been developed for

inclusion in the 2012/2013

FY business plan.

3. A customer service

excellence award for all

staff

Nurse

stabbed with

butter knife:

hospital

security to be

reviewed July 13, 2011

Security at Blacktown Hospital will

be reviewed after a nurse was

stabbed multiple times with a

butter knife yesterday, Health

Minister says.

The 48-year-old female nurse was

working at a hospital computer

when a 39-year-old emergency

department patient approached

her about 4.30am, police said.

The patient allegedly punched her

in the face before stabbing her

with a butter knife in the arm, back

and breast area.

Another nurse stopped the attack,

detained the man and secured

the knife, police added.

The nurse was treated for cuts and

puncture wounds. The injuries were

not life-threatening and she has

since been discharged, a

spokeswoman for the hospital said.

The minister said the attack was

"very worrying" and announced a

review of security measures at the

hospital.

"It is my understanding that all

emergency department staff carry

duress alarms and security guards

are on site at the hospital 24 hours

a day, but not necessarily in the

emergency department," she said

in a statement this afternoon.

Find the F5M

Response below

Jay Ramanah

Professional Development

Manager

Imagine that you

are the receptionist

at that a facility

where an incident

like the one

described above

happens. How

would you and

your ECO

R.E.A.C.T™?

8 Emergency Wardens Australia: Feb 2012

F5M

Response to

the above

Scenario

This situation refers to a personal

threat i.e. an armed or unarmed

person/s threatening injury to

others or to themselves. In incidents

involving workplace confrontation

or threat of personal harm it is

imperative that nothing is done to

provoke the situation. As such in

many of these situations the raising

of the alarm will have to be done

discreetly, for example do not

activate the building Emergency

Warning System or operate a

Manual Call Point (WARNING, in

buildings where there is electronic

security access control in place

activation of a General Fire Alarm

(GFA) can disarm/unlock

electronic security door locks

allowing unimpeded access to all

areas by unauthorised persons).

R- Response to a raised alarm / Raise

an alarm

Tell yourself to stay calm. Do

not attempt to be a hero –

accept the situation and be

prepared to wait. Do not speak

unless spoken to and only if

necessary. Do exactly what the

offender tells you. Do not be

argumentative with either the

offender or other staff. Do not

make suggestions to the

offender. If your suggestion is

wrong the person may think

you planned it that way.

Discreetly contact Security as

soon as possible.

Discreetly telephone the Police

emergency number if able to

do so without danger and to

keep the phone line open.

Alternatively, ask some other

responsible member of the

staff, by way of pre-

determined gesture/s or key

word/s, to phone the Police if it

is safe to do so.

If available, activate the duress

system discretely.

Do not place yourself at risk.

Stay out of danger if not

directly involved in the

incident, if it is safe to do so,

leave the building then

discreetly raise the alarm. Call

the Police and notify

Management.

If directly confronted be deliberate in one’s actions if

ordered to carry out an

instruction by the offender. The

act should be carried out with

due consideration to one’s

safety.

Obey the intruder’s instructions,

do what you are told and

nothing more, and do not

volunteer any information.

E- Examine

Commence recording the

offender’s appearance,

objects touched etc. to

assist in the investigation.

Carefully observe any

vehicle used by the

offender/s, taking

particular note of its

registration number, type,

colour, and number of

occupants and their

appearances.

Observe the offender/s as

much as possible. In

particular, take note of the

speech, mannerisms,

clothing, scars, tattoos or

any other distinguishing

features, and record these

observations in writing as

quickly as possible after

the incident, as the Police

will want your individual

impressions of what

happened before your

memory is influenced by

discussion with others.

Immediately after the

offender/s have/has left,

mark off any areas where

they stood or touched. Do

not allow anybody in these

areas until the Police have

checked for fingerprints

and other clues.

Ask all witnesses to remain

until the Police arrive, and

explain to the witnesses

that their view of what

happened, however

fleeting, could provide

vital information when

placed together with other

evidence.

How to R. E. A. C. T™

to a Personal Threat

as described by the

scenario above?

9 Emergency Wardens Australia: Feb 2012

A – Assess

Assess risk to your safety and the

safety of staff/occupants in the

building.

C – Control

Lockdown is required to protect

occupants from an external

threat by excluding or isolating

the threat (e.g. offender with a

gun). Security will assess the risk

and scope of the lock-down.

Ensure doors are not chocked

open

Secure all areas.

T- Talk

Advise all wardens and

occupants that they should

remain in ‘lock down’ situation

within the building until further

notice

Ask Wardens to help you with

calming occupants down and

reassuring them

Keep in constant

communication with

emergency services

Keep wardens and occupants

informed of the developments

at regular interval of time

through e-mail, phone or PA

system is available.

Exclude all members of the

media from the area and allow

only the authorised person to

make statements.

Graeme

Hancock

training in the

Red Centre - A

Photo Album

Graeme Started his Journey on sun

30th Oct that has taken him to

places such as Docker River,

Imampa, Finke, Areyonga and

Hasst Bluff from South Australia into

the Northern Territory travelling

more than 5000 Kms. The following

photos will tell the story.

10 Emergency Wardens Australia: Feb 2012

First 5 Minutes

gears up for

brand new

CRM in 2012

First 5 Minutes’

recent

investment in IT

infrastructure

and software is

unprecedented.

It demonstrates

F5M’s

commitment to

continuous

improvement in

exceeding its

customers’

expectations. –

Nathan Benson,

Design & IT

Manager, F5M.

Over the past 18 months F5M has

invested significant resources to

scope and develop a new

Customer relationship and

process management system

(CMARS). F5M is committed to the

implementation of CMARS to

support the efficiency of service

delivery to its customers.

What is CMARS?

CMARS is F5M’s new customer

management and relationship

system that will revolutionise the

way we manage our business in

the future.

It will introduce new business

processes that will significantly

change the way we operate on a

day to day basis. This new system

will greatly enhance the efficiency

of our administrative processes and

remove a high proportion of

resources currently deployed to

undertake repetitive non-

productive and mundane work

requirements. This will enable a

reallocation of resources to

become more proactive in building

and maintaining our client relationships and the provision of

service excellence. How will CMARS help improve our

client relationship?

CMARS will manage all aspects of

F5M’s relationship with its valued

clients; from quoting through to

service delivery and after sales

service. The CMARS data base will

enable connectivity to F5M web

interfaces, providing real time

information to our trainers’ in the

field as well as all operations staff.

CMARS will greatly enhance First 5

Minutes ability to manage client

relationships ensuring that our

clients are aware of the full range

of services and products available

to them and how well F5M is

performing against the service

commitments made. The CMARS

Database will also facilitate regular

customized and relevant

communication with F5M clients

through newsletters and frequent

e-mail communication.

Furthermore, CMARS will feature

comprehensive CRM functionality

to support the leverage of our

existing client base as well as

marketing insights and tools to

support the engagement of new

customers.

CMARS will also facilitate the

introduction of new laptops for

trainers with immediate

web/database connectivity and

the ability to manage training

warden registers on site.

What is the status of CMARS’s

implementation now?

According to Nathan Benson, IT

Manager F5M, CMARS is currently being

customised to suit the business process

needs of First 5 Minutes. This is a very

detailed and important part of the

project to ensure objectives are met.

Following the customisation of the

system, F5M offices will undergo a full

infrastructure upgrade involving the

installation of new servers in all offices.

What training will be provided for staff?

Before go live, staff will benefit from a

robust training program that is currently

being developed. Besides being

involved in the development phase, staff

will have hands on experience in testing

the system and providing feedback

before its implementation. Furthermore,

all F5M colleagues will be fully trained

and assessed on being able to use the

new system before we go live in mid-

2012.

From little things – Big

things grow

We welcome your feedback and

contribution to this newsletter.

Write to: Jay Ramanah, Professional Development Manager

jay.ramanah@first5minutes.com.au