when the bad day happens: response and recovery · intervention • information sharing •...
TRANSCRIPT
Jonathan Bundt
Founder of Masa Consulting
WHEN THE BAD DAY HAPPENS:
RESPONSE AND RECOVERY
INTERVENTION
• Information Sharing
• Internal/External, Media, Face to Face, Rumor Management
• Incident specific issues
• Hazmat, security, IT, Violence, Trauma
• Engagement of EAP services
• Individual counseling
• Group debriefings
• Job Performance Issue
• Attendance, illness, conflict
• Remembrance Services
• Return to routine
• Following up
ACTIVE SHOOTER EVENT
• Crisis decision making
• What is the plan?
• Notifications
• Law enforcement relationship
• Training and exercise
RESPONSE AND RECOVERY
• Incident Response: life safety-real and training
• Incident size up
• Security issues
• Use of continuity plans
• Post incident recovery
• Immediate support
• Notification to leadership, employees, vendors, contractors
• Golden month
• Long term issues
ENGAGING THE MASSES
PSYCHOSOCIAL CONSEQUENCES OF DISASTERS
Fear and Distress
Response
Impact of
Disaster
Event Behavior
Change
Psychiatric
Illness
Source: Butler AS, Panzer AM, Goldfrank LR, Institute of Medicine Committee on
Responding to the Psychological Consequences of Terrorism Board of on Neuroscience
and Behavioral Health. Preparing for the psychological consequences of terrorism:
A public health approach. Washington, D.C.: National Academies Press, 2003.
THE FIVE STRESS ELEMENTS
Physical
Behavioral
EmotionalCognitive
Spiritual
“THE WORRIED WELL”
WHAT PEOPLE NEED
• Most often, people especially
need someone to talk to about
their experience
• Someone to care
• Someone to really listen
• Someone to lean on or cry with
DECISION MAKING
• Flexibility
• Mindset
• Checklist
• Command presence
• Incident Command
Not being satisfied with your skills,
knowledge and abilities.
35W BRIDGE COLLAPSE
The Ripple Effect
PHASES OF DISASTER
HHS, SAMHSA 2000 Erosion: Destruction or New Pathways
Ability to accommodate and bounce back after a setback, disappointment, crisis,
or major distress.
THE FIRE THE GROWTH
WHERE DO YOU TURN FOR SUPPORT?
CASE EXAMPLE: ACCENT SIGNAGE:
SEPT 27, 2012
THAT NIGHT
• Brought to park for police interviews
• Bussed to police station
• Media
• Questions
• Didn’t know status of all
• Phone calls
• Employees
• Employees families
• Family
• Friends
• Police Requested Roster
• Emails
NEXT DAY
• Phone calls
• 3 phones
• Insurance Companies
• Contact agents
• Grief counseling arrangements
• Claims paperwork
• Cleaning services arranged
• Police
• More interviews
• Investigation concluded, building released to Accent.
• Media
• Phone calls
• At homes
• Grief Counseling
COMMUNICATION
• Talked to all employees within first 24 hours
• Grief counseling next two days
• Updates, funerals
• First company meeting the following Monday
• Voluntary return one week after
• Entire group walk through eight days after
• Return to work 10 days after
GETTING ORGANIZED
• Business partners
• Insurance Agents
• Financial Services
• Mental Health Professionals
• IT Provider
• Banker
• Former Employees
• Vendors
• Customers
• Support circle meeting 9/29/12
• Pre-all company meeting
BEGINNING RECOVERY - PEOPLE
• About the people
• Minimal expectations
• Open, understanding environment, empathy
• Demolish & redesign
• Secure
• Fluid
• New hires – people we know
• Resources
• Busy!
BEGINNING RECOVERY - BUSINESS
• Start with the basics
• Glaring “fires”
• Who can do what?
• Communication with customers & vendors
• Reestablish SOP, structure
• Help! Help?
• Two month interviews
SIX MONTH MEETING
• Incredibly helpful
• No magic formula
• Realistic expectations
• Guilt
• Additional resources
• Masa = Journey
• Choice
• Take back control
