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By Regina Phelps
Many organizations are prepared for a short-term event…an outage
that lasts several hours or possibly a day or two. But what about
the event that keeps you out of your building for days, weeks, months?
Your organization and staff will be challenged in every possible
way. More than likely you will activate your company's Emergency
Operations Center (EOC) within the first few hours of a major event.
This article explores many issues your company will likely face
with the EOC facility and staff.
Before reviewing facility and staff issues, it is important to
consider EOC safety. Once your EOC is operational, nominate someone
to act as the Safety Officer (SO) of the EOC. This person is given
the responsibility and authority to make changes in the EOC based
on safety concerns. EOC's often have many small hazards that may
add up to big accidents. Blocked fire exits, dangling cords, and
trip hazards are just some of the common dangers. In addition, consider
the following items:
Facility Issues
FEMA recommends at least 50-75 square feet per person in an EOC.
This will vary depending on the amount of equipment in any work
area. Laptops may save you precious "real estate" when compared
to CRT monitors. Also consider the amount of counter surface a worker
will need to accommodate binders, reports, documents and writing.
Noise
Noise is a very significant issue. Noise from phones, unnecessary
conversations, crowded conditions or poor acoustics will undermine
staff abilities and mental health. The SO should monitor noise levels
and intervene as necessary. To minimize noise in advance:
• Keep phones at the lowest volume and install lights to act
as a ring notifer if possible.
• Use carpet (on floors and wall surfaces) and soft surfaces
to absorb sound.
• Keep unnecessary conversations outside the EOC.
• When possible have a conference room adjacent to the EOC
for meetings and briefings.
Air quality
Stuffy rooms will produce fatigue, dull minds, headaches and many
worker complaints.
• Be aware of ventilation. As a contingency, have some standing
fans for use in crowded rooms to circulate air.
• Use only "low fume" white board markers.
• Don't allow any spraying of aerosols in the EOC. This would
include hairsprays, perfumes, fixatives and room fresheners.
• You may also want to consider a ban on perfumes and colognes
as they disagree with so many, especially in tight quarters.
Ergonomics - workstations, headsets
Workstation design is critical. Poor ergonomics will result in worker
fatigue, discomfort, pain and the inability to work long shifts.
Well designed ergonomic chairs with adjustable height, tilt, lumbar
support and arms are essential. Ideally computer keyboards will
be on adjustable surfaces to accommodate many different workers.
If using laptops, use "regular mice" to avoid wrist strain and remember
to have mouse pads. Whenever possible use phone headsets to ease
neck and shoulder discomfort; they also help with noise control.
Break room space-adjacent to EOC
Have break room space adjacent to the EOC, so workers can take a
stretch, get some food or take a mental rest. If it is close by,
they can be retrieved if there is a crisis, but otherwise will get
a chance to relax. Have comfortable chairs, a TV/VCR with a selection
of movies and games for down time.
Food rules and non-spill cups only
Establish a no eating rule in the EOC. If eating is allowed it will
likely be a "pig pen" in a matter of hours. Allow only commuter
cups (cups with pre-fitted, snug lids) in the EOC to prevent spills,
potential catastrophes and housekeeping nightmares. It will only
take one cup of coffee spilling into a laptop to ruin someone's
day (and maybe the laptop)!
See the full article version online for more details on:
• Housekeeping-every six hours?
• Lighting-soft overhead, natural
• First aid supplies
• Office supplies-3+ day supply
• Parking and transportation-company vans?
• EOC security-badge access
Staff Issues
Nutrition
It may sound silly, but really good food is critical...people working
long hours look forward to meals to break up the shift and pass
the time. See online article for more details here.
Shift schedules
When working long shifts and numerous days in a row, it is important
to consider staffing schedules well in advance. An ideal schedule
is three days on, two days off when working a 12-hour shift (used
by many Police Departments and first responders). A good rule is
to stay on one shift rather than rotate to other shifts to allow
the body some time to adjust, especially in an EOC of relatively
short duration (1-2 weeks). It is possible to work more days in
a row, if the physical nature of the job is less and the "life and
death critical decisions" are less.
Keep everyone informed-staff briefings
Periodic briefings should be given to the entire EOC. Briefings
should be just that-short, concise, to the point, lasting no more
than 5 minutes. Post a written version as well. Briefing frequency
depends on the event and what is going on. Most EOC's have them
at least every six hours.
Housing
Working 12-hour shifts results in little time for rest, sleep and
relaxation. If workers are housed, fed and their personal issues
are minimized they will perform better with an aggressive schedule.
This is particularly important in regional disasters (earthquake,
hurricane) when their own homes may be damaged or transit in the
area is difficult.
Incentives
Do you provide incentives for those who work during a sustained
operation? How will you motivate workers as the disaster continues
for days or weeks? Develop bonus plans in advance.
Fitness/exercise
If possible, provide opportunities for workers to exercise on off
time. Check into nearby health clubs or the hotel. This would be
very helpful for stress reduction. Some EOC's have yoga, stretching
or relaxation sessions at the end of a shift.
Other items to consider, see online,
• Mental health-counselors?
• Neck and shoulder massage
• Childcare, eldercare, petcare
• Family preparedness-homes covered?
Administrative Issues
Cash on hand
Cash may be necessary to purchase supplies, equipment, and food
or to give as an advance to employees. Should you have some cash
on hand? If so, how much do you need? How do you safeguard it? Who
will disperse the funds?
Emergency purchase orders
Who has authority to produce emergency purchase orders? In a large
regional event equipment and supplies may need to be purchased or
obtained. Who can facilitate that?
Employee communication
Do you have a pre-established employee communication phone number?
An 800 number can provide employees with critical information on
the status of the company and your facility and answer questions.
Vendors
Do you have emergency contact information for your key vendors?
Do you have other vendors selected as a backup? Speak to your vendors
about their business continuity plans. Do they have other clients
who might drain resources?
Medical-first aid skills
Trained staff with basic first aid skills and CPR is important.
If transportation is effected or medical response is hampered in
any way, the EOC may deal with medical problems longer than they
would normally.
Now What?
A sustained operation is likely to take a big toll on your business
and people unless you have organized and planned for it in advance.
Take time now to review your company's emergency plans. Your advance
preparation will result in a more responsive staff and faster restoration
of your business. For more details, see the complete article online
at www.disaster-resource.com.
About the Author
Regina Phelps is an internationally recognized
expert in the field of emergency management and contingency planning.
With over 20 years of experience, she has provided consultation
and speaking services to clients on four continents. reginaemss@aol.com
(415) 643-4300
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