Managing an issue or emergency In the event of an issue or crisis at Head Office, State Offices or at the office of a Raine & Horne franchisee, senior management are likely to be involved in managing several different matters in a very short space of time. If in the unlikely situation that the incident involves loss of life, serious injuries, threats to personal safety, or public hazard, an emergency management team must be formed to assist in managing the incident, led by Andrew Brien, CEO of Raine & Horne. Its personnel may include the State GM’s and external communication advisers as well as people from the office involved. The emergency management team should have a leader to whom the team will report. Required outcomes In the event of a serious issue or crisis it is likely that a combination of any or all of the following issues will have to be managed simultaneously. Issue Required Outcomes Safety of office employees Employees are immediately removed from any potential source of danger. Incident/site security Subject to ensuring the above safety outcomes have been met, police or other authorities may require that the incident site is left undisturbed. Notification of people/organisations Appropriate people/organisations are notified. (See list below.) Employee representatives Employee reps are kept fully informed to ensure that they are not misinformed. A script should be developed by the CEO (and/or State GM), the relevant state manager & SHC to avoid confusion and maintain a consistent position/message. The script should be signedoff by the CEO (and/or State GM) or his proxy. Media - where there is an incident and the media are on site Media is prevented from having uncontrolled access to the site. Media is kept informed and negative or ill-informed reports minimised. Media is provided with relevant facts periodically in briefings and releases to minimise misreporting. The management of the media could be critical to the outcome. A media spokesperson should also be appointed. Resumption of normal operations Productive operation is resumed as soon as possible after the above outcomes are met. For more information on Issues and Crisis or Public Relations, please refer to our Manuals located in R&Home. Documents > Business Operations > Guideline Manuals 186 |
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