Company Name

Crisis Management Plan

Purpose:

The purpose of the Crisis Management Plan (CMP) is to develop and implement a process by
identifying sufficient details (i.e., roles of specific individuals, clear procedures, contact
information, resources, etc.) to enable quick and effective internal and external
communications for crises, including all types of emergencies and controversies. The CMP has
been developed to comply with California Code of Regulations, Title 8, General Industry Safety
Orders.

Overview:

A crisis is an unplanned situation that may interfere with normal operations, jeopardize the
good image of the company and its services, escalate in intensity, and fall under close scrutiny
of the public, including the media or government. Emergencies likely to affect the company
include: death, fires, natural disasters, hazardous material spill, protests, equal employment or
union issues, fraud, embezzlement, government investigation or any other situation that
demands a public response.

The objectives of this plan include:

 Knowing in advance and maintaining current contact information on internal and
external key personnel, as well as key community organizations.
 Keeping them informed at the time of the crisis.
 Communicating facts about the crisis.
 Minimizing rumors and misinformation.
 Restoring order and confidence.
 Maintain the environment where people want to be.

All company personnel shall abide by the policy set forth in this Crisis Management Plan to
ensure the orderly and accurate release of public information during the crisis. In addition, and
to the extent possible, relationships should be established with business partners and
community organizations to facilitate smoother actions during a crisis.
 1

Crisis Management Plan – Table of Contents:

A. Crisis Communications

B. Crisis Communications Checklist

C. Crisis Communications Plan

D. Crisis Management Team

E. Crisis Management Media Log

F. Project Responsibilities and Requirements under Crisis Management

G. Injury/Near Miss to Employee/Subcontractor in the Workplace

H. Natural Disaster/ Fire/Earthquake/Serious Injury/Death in the Workplace

I. Clean-up of Spills and Other Releases

J. Spill, Release or Serious Injury Agency Notification Log

K. Crisis Management Plan – Risk Assessment

L. Emergency Medical Service Plan

M. Emergency Medical Service Plan Checklist

N. Press Information Log Sheet

 2

A. Crisis Communications:

 All crises should be reported to a Supervisor, Project Manager immediately.

 ONLY THE DESIGNATED SPOKESPERSON AND BACK-UP SPOKESPERSON ARE

AUTHORIZED TO RELEASE INFORMATION TO THE MEDIA AND TO THE PUBLIC. ALL
OTHER STAFF SHOULD BE PROFESSIONAL AND HELPFUL TO THE MEDIA BY CONNECTING
THEM WITH THE SPOKESPEOPLE, BUT WILL NEITHER SPEAK TO THE MEDIA, NOR
PROVIDE ANY INFORMATION, UNLESS SPECIFICALLY AUTHORIZED TO DO SO.

 All comments should be guided by professionalism and transparency, and serve to

mitigate the crisis.

 "No comment" is never an acceptable response. If an answer is unknown or cannot be

immediately answered, make note of the question, tell the inquirer you will get back
with him/her, and do so. If the question cannot be answered due to a policy (such as
sharing personnel information, etc.) let the inquirer know that. All media
communications will be documented in the Crisis Management Media Log.

 Personnel matters are to remain confidential.

 When possible, responses should be proactive, responsive, and action-oriented.

 Our company recognizes the importance of media relation to public trust. In times of
crisis, maintaining effective media relationships will be particularly critical in bolstering
public confidence.

3
B. Crisis Communications Checklist:

 Safety – Ensure safety of all staff and site. Call 911 if needed.
 Notification – Notify management immediately.
 Crisis Communications Team – Key staff will convene to strategically review the situation
and manage the communications surrounding the issue.

 Before Going Public:

 Determine crisis communications lead person who is responsible for ensuring all
tasks are completed.
 Determine the crisis communication spokesperson and back-up spokespeople as
necessary who will answer all media and other inquiries.
 Define the crisis and assess the situation to determine the facts.
 Determine appropriate response/action.
 Create plan of action for internal and external communications.
 Develop factual, detailed messages that reflect the status of the crisis, the
response, and, if possible, proactive steps to resolve the situation.
 Prepare talking points and provide a script for the receptionist receiving
incoming calls as well as all employees who may be confronted outside the
company.
 Determine if a press release, web and/or voicemail updates are necessary.
 Assess what resources are necessary to manage the crisis (i.e. cell-phone
availability, press conference needs, on-location resources – signs, lectern,
visuals, etc.).

Appoint staff to:

 Serve as the official spokesperson and manage media;

 Keep employees, affiliates and business partners informed;
 Record crisis details, actions taken, external responses, resolution.

Going Public

 Begin placing telephone calls to critical internal audiences, employees and

affiliates.
 Begin media and other external audience outreach, use press release if
appropriate.
 Update web site and organization phone mail, if needed.
 Evaluate message effectiveness as the situation progresses.
 Implement methods for updating key audiences with ongoing information.
 Distribute post-crisis communications.

 Evaluate Crisis Communications Efforts

4
C. Crisis Communications Plan:

 Define Crisis – Site Emergency vs. Business Recovery

 What happened?
 Who is involved?
 When did it occur?
 Where did it occur?
 How did it occur?
 What communications actions are necessary, and who shall carry them out?
 Who internally and externally shall be notified, when and by what means?

 Develop a Plan of Action

 Identify spokesperson
 Define the risk
 Assess what resources are needed to manage the crisis
 Communication to media versus internal communication and external business
partners
 Media Message creation

1. Recognize the disaster or problem

2. Acknowledge mistakes and responsibility as appropriate
3. Express sympathy
4. Provide information on what steps are being taken
5. Report preventive measures

 Media communications log. List in the Crisis Management Media Log.

 Company public profile documents – history, identity, reputation, locations, client
list, community involvement, company leadership info (bios of key personnel)
 Draft a fact sheet to be given to the receptionist and all company employees limiting
info to be released.

 Post Crisis Debriefing and Evaluation

 Review Actions
 Document Events
 Make Suggestions
 Modify Plan
 Follow-up stories with media
5
D. Crisis Management Team:

Company Spokesperson/s:

Name Title Ext. Cell Phone

Resources as Situation Dictates:

Name Title/Position Work Phone Cell Phone

Attorney - Labor/HR
Attorney - Business
Broker - Insurance
(Property/Casualty)
Workers Comp Insurance
Safety Consultant

Crisis Management Team Responsibilities:

 Team Leader/Reserve Leader:

- Assign team members with their responsibilities. Advise and coordinate crisis
procedures with management.
- Fills in for team members, if needed.

 Company Spokesperson:

- Responsible for all communications from the company to the media.

6
  Safety Coordinator:

- Assist and support project managers and document incident in writing and video
record.

 Legal Counsel:

- Reviews crisis management plans.

 Government Liaison:

- A Team Member who has been assigned the task of understanding and when
required, facilitating communication with various utilities and government
agencies.

 Public Relations:

- Advises Team Leader and Spokesperson on press releases and statements.

7
E.
 Crisis Management Media Log

Date: Time: Incident:

Caller Name: Organization: Contact Info:

Method of Contact:
Phone Email Fax Letter In
Person
Summary of Inquiry:

Further Action Needed:

Recorded By:

8
F.
Critical Incident Procedures:

Project Responsibilities and Requirements under Crisis Management

Each site covered under this plan is required to have an operating emergency
response/management team member or identified Incident Coordinator who takes on the role
of managing a crisis at each site.

Each site Incident Coordinator is required to perform the following:

1. Review and understand the site risk assessment that identifies the primary risks
associated with the site.

2. Understand reporting requirements to agencies and the company.

3. Understand and know how to communicate with the media should an incident
be serious enough to draw media attention.

4. Participate in crisis management training as mandated by company policy.

9
G. Critical Incident Procedure:

Injury/Near Miss to Employee/Subcontractor in the Workplace

Purpose:
To develop procedures to be used in responding to a near-miss/incident, injury
to an employee or employee of a subcontractor.

Procedure:

An Emergency Notification Flow Chart shall be prominently displayed at all

project sites. Project managers, supervisors, employees and subcontractors are
required to review and understand their respective responsibilities.

10
H. Natural Disaster/ Fire/Earthquake/Serious Injury/Death in the Workplace

Purpose: To develop a site-specific plan to be used in the event of a natural disaster, fire,
earthquake, serious injury or death in the workplace.

Cal-OSHA Requirements: (Serious Injury or Death)

A report must be made immediately by telephone (within 8 hours) to a district

office. Employers are allowed 24 hours if they can show that circumstances
prevented the report from being made in 8 hours.
Note: A serious injury or illness is defined as one that requires inpatient
hospitalization for more than 24 hours of care other than medical observation or
as one in which an employee suffers a loss of a member of the body or a serious
degree of permanent disfigurement.

Incident Response and Control: (Natural Disaster/Fire/Earthquake/Serious Injury/Death)

The Supervisor is designated as the Incident Coordinator if a situation develops

when an incident occurs. It will be their responsibility to coordinate all activities
which may or may not including the following:

- Notify outside emergency services.

- Call 911
- If possible, secure the area where the incident has occurred.
- Oversee and coordinate first aid response at the scene with personnel
who have current CPR/First Aid certifications.
- Provide emergency response personnel with information about the
incident/victim.
- For a serious injury or death, have company office notify next of kin as
soon as possible. Notification should occur when specific facts regarding
the victim’s condition are clearly known. Co-workers may be able to
provide information that can assist the company, police, or emergency
agency.
- If media or regulatory agencies request specific details of incident,
request that a management representative be on-site to provide
assistance.
- Employees who are interviewed are to provide only the facts regarding
the specific incident.

11
Co-Workers and Contractors:

If possible, obtain names and phone numbers of anyone at the facility who may
have witnessed the incident.

Media:

Only a company-designated representative from management will be permitted

to respond to media requests.
If confronted, provide the media with the name and contact number for the
company representative.
Do not provide media with any conclusions, incident documentation or access to
the facility.

Emergency Agencies:

- Provide emergency responders (fire/medical/police) with only known

facts of the incident. Do not elaborate on incident causes, responsibility
or personal evaluations.

Notification of Family Members:

- In the event of a serious injury or death, do not attempt to notify family

members.
- Notify the company owners and provide details of the incident.
- The company will designate an individual to notify the family, in person
preferably.

Investigations:

- Provide a written statement of facts discovered during the incident using

photographs and diagrams.

12
I.

Critical Incident Procedures

Clean-up of Spills and Other Releases

The Emergency Coordinator will coordinate cleanup and disposal of the release and any
materials contaminated by the release. The Emergency Coordinator may decide to delegate the
cleanup and disposal activities to a HAZMAT or specialty contractor. The project may hire
outside services to perform the restoration work if needed.

Cleanup is conducted as soon as possible after a release, fire, or explosion to avoid further
contamination or recurrence and to isolate any incompatible wastes.

13
J.

Spill, Release or Serious Injury Agency Notification Log

The Site Emergency Coordinator should complete this worksheet immediately after an agency
has been notified.

ORGANIZATION CONTACT/ NOTIFICATION:

 Fire/Police Department - 911

Date/Time: ____________________________
Info Conveyed: _______________________________________________________
_______________________________________________________

 Facility Emergency/Safety Coordinator

Phone: _______________________________
Name: ____________________________________________________________
Date/Time: __________________________________________________________

 Facility Manager

Phone: ______________________________
Name: ____________________________________________________________
Date/Time: __________________________________________________________

 California Office of Emergency Services (OES) (800) 852-7550

Contact Name: _______________________________________________________

Date/Time __________________________________________________________
Chemical & Quantity reported lost: _______________________________________
Items Discussed:
____________________________________________________________________
____________________________________________________________________

 Cal-OSHA

Phone: ______________________________
Contact Name: ______________________________________________________
Date/Time: _________________________________________________________
Items Discussed:
___________________________________________________________________
___________________________________________________________________
14
  Air Quality Management District

Phone: _________________________________
Contact Name: ___________________________________________________________
Date/Time: ______________________________________________________________
Items discussed:
________________________________________________________________________
________________________________________________________________________

 County Environmental Health Department

Phone: _________________________________
Contact Name ___________________________________________________________
Date/Time: _____________________________________________________________
Chemical & Quantity Reported Lost:
_______________________________________________________________________

 Cal-EPA Department of Toxic Substances Control (DTSC)

Phone: Emergencies (800) 852-7550

Contact Name: __________________________________________________________
Date/Time: _____________________________________________________________
Items discussed:
_______________________________________________________________________

 Department of Fish and Game

Phone: __________________________________
Contact Name: __________________________________________________________
Date/Time: _____________________________________________________________
Items discussed:
_______________________________________________________________________

Regional Water Quality Control Board

Phone: _________________________________
Contact Name: _________________________________________________________
Date/Time: ____________________________________________________________
Items discussed:
______________________________________________________________________
______________________________________________________________________

The Site Emergency Coordinator must complete this worksheet immediately after an
agency has been notified.

15
K. Crisis Management Plan – Risk Assessment:

A general business risk assessment will be completed. Each project site will have a site risk
assessment that is specific to the activities, equipment and physical layout of the site. An action
plan shall be created to assign responsibilities and document actions taken to mitigate risks
identified during this process. The Site Specific Health and Safety Plan (SSHASP), Job Safety
Analysis (JSA) and Daily Work Plan/Task Specific JSA are the identified documents to meet the
risk assessment requirements.

Business risks identified for project sites are as follows:

 People

 Loss of key personnel

 Disgruntled employee/violence in the workplace
 Employee fatality/serious injury
 Suicide onsite (employee or visitor)
 Violent visitor
 Alcohol-related visitor/employee incident
 Immigration crackdown

 Assets

 Earthquake
 Fire
 Flood
 Loss of project site due to uncontrollable forces – plane crash, explosion, etc.
 Loss of major equipment
 Serious equipment/vehicle incident
 Loss of utilities (electricity, water, septic, etc.)
 Water shortage

 Environmental

 Hazardous Materials Spill

 Potable water contamination
 Spill on highway or off property

16
 Crime/Security

 Bomb or threat
 Kidnapping/extortion
 Terrorist threats/activities
 Arson
 Murder/Assault
 Sabotage
 Poisoning
 Illegal activities at project site (crime scene)
 Theft (significant loss)
 Embezzlement

17
L.
Emergency Medical Service Plan

Purpose:

To provide employee’s with the training and guidelines for emergency medical services at job
sites, should the need arise. The plan has been developed to comply with CCR, Title 8, General
Industry Safety Orders, Section 1512 (i).

Program Requirements:

 Whether engaged as a sole contractor in work activities on a job site or with more than
one employer, Bruce Tucker Construction, Inc. will coordinate and identify the
availability of emergency services with all employees/employers, including:

- Emergency phone numbers for fire, police and ambulance.

- The location and phone number of the nearest hospital.
- The type of transportation available and to be provided in the event of an
injury that requires off site medical attention.
- The identity/identities of personnel trained in CPR/First Aid.
- First Aid Kits that are inspected regularly and stocked with required contents.
- Emergency washing facilities for drenching the body or flushing the eyes.
- Communication system (radio/cell phone)

An Emergency Medical Services Plan Checklist will be posted.

 18

M.
Emergency Medical Service Plan – Checklist

Location: _________________________________________________________

Manager: ___________________________________________________

Contractors: ___________________________________________________
___________________________________________________

Emergency Numbers: Fire: _______________________________________

Police: _______________________________________
Ambulance: _______________________________________
Hospital: _______________________________________

Address and Driving Directions to Nearest Hospital/Urgent Care Center:

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Available Mode of Transportation:

______________________________________________________________________________

CPR/First Aid Trained Personnel: ________________________________________________

________________________________________________
________________________________________________

Location of: First Aid Kit/s: ________________________________________________

________________________________________________

Body/Eye Wash: ________________________________________________

________________________________________________

Means of Communication/Numbers: _______________________________________________

_______________________________________________
_______________________________________________

Post and Review with all Employees

 19

N.

Crisis Management Plan - Press Information Log Sheet

Completed by:_________________________________________________________________

Publication or Station:
___________________________________________________________

Reporter’s Name: ______________________________________________________________

Phone #: _________________________________________________________________

Date and Time Call was Received: _______________________________________________

Date and Time Call was Returned: _______________________________________________

Statement/Facts Given: (Summary)

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
20