CRISIS AND EMERGENCY MANAGEMENT PLAN

 

Discover Puerto Rico Tours, Inc.

(DPRT)

 

  

 

PLAN CONTENTS

 

Section 1: Introduction

 Objectives

 Planning Principals

 Distribution

Section 2: Context

 Discover Puerto Rico Tours

 Puerto Rico as a destination

Section 3: Definitions

 Crisis

 Emergency Plan

 Field Response Team

 Crisis Management Team

Section 4: Implementation – Training and Review

Section 5: Crisis Incident Classification

Section 6: Crisis Management Team Roles, Responsibilities and Composition

Section 7: Crisis Management Center

Section 8: Crisis Management Priority Action Checklist

Section 9: Priority

Section 10: Managing the Media

Section 11: Recovery and Restoration

Section 12: Appendix

 

 

 

 

 

 

Section 1: Introduction

 Objective

The objective of this Crisis and Emergency Management Plan (hereafter referred to

as the Plan) is to develop structured and effective solutions to crisis and emergency

situations; by allocating and utilizing resources to their maximum capacity to resolve

an emergency or crisis with minimal impact on people, property or reputation

 Planning Principals

The Plan is based on the following key principles

1. Understanding of risk assessment principals to assist in balanced judgment and

decision making process by the Crisis Management Team.

2. Clearly defined roles and responsibilities.

3. Reliable communications and reporting procedures.

4. Pre-planned logistical and resource support.

 Distribution

The contents of this Plan are to be treated as confidential and proprietary

information of Discover Puerto Rico Tours (DPRT) Inc.

   

Section 2: Context

 Discover Puerto Rico Tours, Inc.

Discover Puerto Rico Tours, Inc. has over a decade of experience of providing travel and event related needs to high school and college groups who choose Puerto Rico as a destination.

We take care of all the important details, from arranging the perfect tours to hotel accommodations, ground transportation and arrangements for tours of Puerto Rico's most famous attractions. Our local bilingual staff will be on hand to meet arriving groups at the airport, and will be with them throughout the trip.

 

This experience and longevity of business, equally translates to experience and

understanding of safety; security; crisis and emergency management requirements

over these last decade years. The context of this Plan, is to hold that experience within

a documented and structured format.

 Puerto Rico as a destination

Puerto Rico is an ideal group market with constant economic growth due to its standing as a US territory, with short convenience flights from the US mainland falling under the jurisdiction for the United Stated States makes it a comparatively safe location to visit while enjoying a location that is culturally different to anywhere on the mainland.

 

 

Section 3: Definitions

 Crisis

A crisis is a situation that falls outside normal business and emergency response

arrangements; significantly threatens the safety or wellbeing of people, the ability of

a business to operate effectively; the financial bottom line; exposure to liability and

ultimately the reputation of the business involved.

 Emergency Plan

A structured and effective plan, enabling a business or organization to respond and

resolve a localized incident, which has the potential to become a crisis if not resolved

or has become a crisis and needs to be contained immediately.

 Field Response Team (FRT)

A team of nominated managers, guides or operational support personnel who insure

Emergency Plans are initiated on the ground; inform the Crisis Management Team if

the incident escalates beyond an Emergency and maintains communication to Crisis

Management Team members and the incident(s) on the ground.

 Crisis Management Team (CMT)

The Crisis Management Team provides: strategic direction; communication; resource;

support and advice to the Field Response Team during and until the conclusion of a

crisis.

 

Section 4: Implementation – Training - Review

Implementation

Implementation, review and update of the Plan will be authorized and directed by the

General Manager of DPRT.

Training

The Plan is considered a ‘live’ document and will be maintained through regular training

scenario exercises involving the Crisis Management Team and key operational personnel at

least once a year.

Review

The Plan will be reviewed annually and after all crisis situations by the Crisis Management

Team. After such reviews the Plan will be revised and updated.

 

 

 

  Regional Natural Hazards in Focus

Source

Hydrometeorological

Phenomena

 

 ƒ Hurricanes

ƒ Storm surges

ƒ Wind storms

ƒ Floods

 

Geological

Hydrometeorological

Phenomena

 

ƒ Earthquakes

ƒ Mass movements

ƒ Tsunamis*

 

Source

Biological

Phenomena

 

 ƒ Epidemic outbreaks, including Pandemics

 

Legend: * including those originating outside of the Caribbean region.

 

 

Section 5: Crisis Incident Classification

The CMT will be notified or convened in response to the following incidents:

 Fire – involving evacuation; fire department response or hospitalization.

 Death by natural cause or other

 Natural Disaster: earthquake – flooding – severe weather

 Transport accident involving road, rail, sea, air resulting in injury

 Multiple person alleged food borne illness

 Crimes involving violence to a person

 Crimes involving theft, deception or fraud

 Communicable diseases: epidemics - avian flu

 Catastrophic failure of power or communications infrastructure

 Act of Terrorism

 Missing Person

 Civil Disorder

 Emergency travel evacuation from the island

 Any other miscellaneous major incident requiring evaluation of the CMT

 

Section 6: Crisis Management Team Roles, Responsibilities and Composition

The Crisis Management Team is composed of the DPRT department

leaders depending on the nature of the crisis with the

following responsibilities.

 Crisis Team Leader

The Crisis Team Leader will exercise overall control and direction of the crisis

situation, including decisions on when and how to communicate with partner or

client organization head offices located out of the island. The Crisis Team Leader is the

person authorized to make decisions in relation to communication with the media

and also to allocate emergency funds as resource to deal with a crisis. The Crisis

Team Leader also has responsibility for the decision to disband the CMT after

resolution of the crisis.

PRIMARY: President

ALTERNATE: (for Incoming related crisis incidents) – Vice President

ALTERNATE: (for Incoming related crisis incidents) – Senior Staff lead

 Crisis Coordinator

The Crisis Coordinator will act as the communication, operational and logistics

deployment link between the Crisis Management Team and the Field Response team.

The Crisis Coordinator will liaise with multi-agencies e.g. emergency services on the

ground as required and provide timely updates and intelligence of activities on the

ground to the Crisis Management Team as a single point of contact to insure

consistency of response and communication dissemination.

PRIMARY: (for Incoming related incidents) Tour Director

ALTERNATE: (for Incoming related incidents) Staff Supervisor

Field Response Team

 Administrative Assistant

The Administrative Assistant will maintain an incident log and record activities and

significant communications relating to the CMT and FRT during their management of

the emergency or crisis.

 Legal Representative

The Legal Representative will insure that decisions made by the Crisis Management

Team are consistent with local laws relating to the nationalities involved in the crisis

incident. Legal representatives will also insure decisions made by the CMT are

consistent with employee rights or contracts entered into with direct or end clients.

 Financial Representative

The Financial Representative will be responsible for accounting procedures during a

crisis and for recording additional expenditure used in resolving or de-escalating a

crisis or emergency incident.

 Human Resources Representative

The Human Resources Representative will advise the Crisis Management Team on all

personnel issues and insure families of employees caught up in a crisis situation are

communicated with and provided with any additional support as required relative to

the nature of the incident.

 Insurance Representative

The Insurance Representative will usually be a contact within the insurance company

to advise on liability and insurance issues in conjunction with the legal

representative.

 

Section 7: Crisis Management Center

The Crisis Management Center for DPRT Inc. is located within the

boardroom of the head office at:

 

1503 Ashford Avenue Ste. 14C

San Juan, PR 00911

Tel. 787-379-1602

Email: info@discoverpuertoricotours.net

 

Crisis Center Equipment

During a crisis incident, the Crisis Center boardroom will contain the following:

o Television Set: to monitor International and local news.

o One speaker phone

o One dedicated personal computer and internet connection.

o Appropriate maps or location plans.

o Crisis Management Plan (5).

o Crisis action incident log.

o Communications log.

o Flip chart with markers.

o Office supplies.

o Wall clocks (2): one on local time, one on local time of international client’s crisis

center.

In the event of denial of access to the DPRT Inc. Head Office during a

crisis or prolonged evacuation of the head office building for whatever reason; DPRT

Inc. have various location options for an alternate crisis management

center, which will be advised at the time.

 

Communication

The primary method of communication within the Crisis Management Team will be face to

face via email and telephone. Primary communication with field operations will be by

telephone and email.

 

Section 8: Crisis Management Priority Action Checklist

√ ACTION RESPONSIBILITY

1. Crisis Team Leader is notified of crisis Crisis Co-ordinator/ Field

Response Team

2. Crisis Management Team is convened and conference

call facility set up

Administrator

3. Crisis Management Center is established and supplied

– alternate Center notified.

4. Administrative Assistant opens log Administrator

Crisis Team Leader

5. Communication established with Local Emergency

Services and Authorities if required

Crisis Coordinator

7. Communication established with on ground Tour Group company representative

Crisis Coordinator

8.  Tour Group Company notified. Crisis Team Leader

9. Develop contingency plans as Crisis Incident develops All

10. All crisis related correspondence to be marked

‘Confidential – Legal - Client Privilege’.

Administrator

11. A briefing report prepared for all Crisis Management

Team members at each significant step towards

resolution.

Crisis Team Leader

Administrator

12. Refer to ‘Crisis and Emergency Operational

Procedures’ in Appendix of Plan as aide memoire

All

13. Upon resolution of the crisis, debrief and critique of

actions

All

14. Follow up with Tour Company to

confirm resolution or any additional support required.

Crisis Team Leader

 

Section 9: Priority

Priority 1 - Life Safety Issues

 

Emergency Response

DPRT employs use of the Patient Assessment System (P.A.S.) as developed by Wilderness Medical Associates when dealing with all emergencies involving program participants and staff.

 

I. Scene Size-Up

 

a. Safety of responders, bystanders, patients.

b. Numbers of responders, bystanders, patients. Triage.

c. Mechanism of Injury (M.O.I.) Assessment.

 

II. Secondary Survey of Patients

 

a. Respiratory System.

b. Circulatory System.

c. Nervous System.

 

III. Focused History & Physical Exam of Patients

 

a. S.A.M.P.L.E. patient history.

b. Vital Signs.

c. Head-to-Toe check.

 

Evacuation of a Building

 

An individual building may need to be evacuated for any of several reasons, such as fire, a hazardous material spill or a gas leak. Each building will have an evacuation plan that includes an emergency assembly point. Assembly points provide a place for occupants to group and receive instructions. Emergency assembly points are selected using the following criteria:

 

The area is away from buildings, power lines, poles and trees that could fall and injure people below.

The area is large enough to hold all occupants of the building.

The location is easily and safely accessible.

The area is accessible to emergency personnel, but does not block access to roadways, fire hydrants, and so forth.

If a residential building is not habitable, DPRT staff will determine where to relocate participants. For non-residential buildings, DPRT staff in consultation with sponsoring organization staff will determine how to relocate participants.

 

Search & Rescue

Should it be necessary, DPRT staff will organize search and rescue efforts in coordination with appropriate individuals and organizations from both the private and public sector.

 

Identification of Shelters

 

Should buildings be deemed unusable, it may be necessary to establish shelters for participants in other areas or regions of the island. DPRT staff will manage such an effort with assistance from sponsoring organization staff.

 

Communication Systems

DPRT staff will survey communication systems, including telephones, email, cable channel and radio stations. DPRT staff are generally in communication with each other and sponsoring organization staff via cell phones on all tours.

 

Medical Aid

The DPRT staff member with senior ranking medical training, in consultation with sponsoring organization staff, will coordinate medical and psychological aid.

 

Priority 2 - Preservation of Property

 

Damage Assessment

 

All affected facilities will be evaluated for damage to determine if the buildings are usable. Crisis management, medical and residential areas will be evaluated first. Results and recommendations will be summarized and reported to the Crisis Management Committee.

 

Utilities Survey

 

DPRT staff will coordinate a survey of gas, electric, water, and sewer utilities, and report appropriate decisions to the Crisis Management Committee.

 

Priority 3 - Stabilization

 

Under the direction of the Crisis Management Committee, it will be necessary to address several critical areas including:

 

Is adequate food, water and shelter available?

Are utilities working sufficiently?

Are communication systems working?

Is adequate counseling available?

Each will need to be addressed as the program moves from crisis to recovery. The Crisis Management Committee will continue leading stabilization efforts until the DPRT President determines it is prudent to deactivate the committee.

 

Priority 4 - Recovery Plan

 

Following stabilization, the program will move from stabilization to recovery of normal operation of events and activities. The President or Vice President and senior DPRT staff will direct those efforts.

 

Section 10: Managing the Media

The Crisis Team Leader will:

 Determine how any media inquiries or requests are addressed and who will act as

spokesperson for any media communication if required.

 Utilize the DPRT Inc. Face Book page for any information or

updates relative to the crisis and as designated by the Crisis Team Leader.

 Insure the ‘Managing the Media Guidelines’ are followed and made aware to all

members of the Crisis Management Team and Field Response Team as well as all

DPRT Inc. employees and designated crisis management

representatives.

 

Section 11: Recovery and Restoration

In consideration of the recovery and restoration phase of crisis management, as part of the

planning process and experience of working with ‘known quantity’ vendors and suppliers in

relation to the logistics involved.

In addition, from a continuity of management perspective – key personnel will be readily available after an

emergency to insure recovery decisions can be made without undue delay.

Where practicable and relevant – DPRT Inc. will engage in successful

recovery and restoration by:

 Conducting post incident briefings with management team and client’s company as

required.

 Maintain detailed records of the crisis/emergency incident and actions taken.

 Take photographs or recorded images of crisis site location and damage where

relevant by a member of the Field Response Team if already on site.

 Maintain inventory accounts for all damage related costs – purchase order numbers

and receipts relating to emergency procurement of resources during the operational

incident or recovery phase.

 Follow notification procedures in relation to insurers and also in to assistant client’s

own insurers/loss adjusters; who may need to make visits to scene, meet with DPRT Inc. to clarify any matters relating to the incident and its handling.

 Assess and document the impact of interruption to business in consultation with

insurers.

 Insure all regular means of communication are restored and fully functional if they

were impacted during the crisis.

 

 

 

 

 

 

 

 

 

 

 

Section 12: Appendix

 

1. FIRE: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

emergency has potential to become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

 If fire related to hotel accommodation, CMT begins

planning alternate accommodation options and

putting potential service providers on standby.

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative on standby if incident

appears major.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 Assist with evacuation of guests immediately on

activation of fire alarm systems or if informed verbally

by host venue employees.

 Advise evacuation via designated fire exits clear of

smoke or fire.

 Advise to leave building immediately and not to

collect personal belongings such as coats and bags in

other parts of the building.

 FRT members are not to re-enter burning or smoke

filled building to search for persons or collect

belongings of other persons.

 FRT members do not attempt to fire-fight, their

energies are directed on safe and speedy evacuation

 Liaise with on ground tour group

representative if applicable, to conduct roll call of

guests at pre-designated meeting/evacuation point.

 Identify /liaise: emergency services incident command

center at site of incident if applicable.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

 Identify nearest medical facilities injured persons will most

likely to be taken to and/or contact with pre designated

medical facilities

 Any persons missing from roll call, provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Co-ordinate with police-emergency rescue teams in event

site has to be searched for missing persons.

 Identify food, water, best available temporary shelter if

prolonged evacuation in isolated area,

FRT leader to brief CMT of situation following evacuation

Determine best course for evacuation – place of shelter

Field Response Team

 If hotel accommodation impacted contact alternate

evacuation center /place of shelter inform number of

people expected in liaison with Tour

Group on ground representative as to final decision.

 Organize appropriate transportation to place of

shelter/new accommodation

 If possible, send representative in advance to receive

and account for evacuees on arrival at new

accommodation.

 Advise CMT of new accommodation/place of shelter

address.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up with venue

management/police as required

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and of decision/location to

evacuate to alternative accommodation/place of safety.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. TRANSPORT VEHICLE ACCIDENT: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

accident has potential to become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

 If vehicle is incapacitated, CMT begins planning

alternate transport options and putting potential

service providers on standby.

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative on standby if incident

appears major.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 Assist with evacuation of guests from the transport

vehicle in question

 Advise to leave vehicle immediately and only collect

personal belongings such as coats and bags if safe to

do so.

 In the event of life threatening injuries announce if

any persons are a doctor, nurse or trained first aider to

evaluate and assist. Major bleeding injuries should be

addressed where possible, other types of injuries

where the person is not able to walk or are

immobilized should be reassured and advised to stay

in position until emergency medical aid arrives.

 In the event a person is trapped in a burning vehicle,

aircraft or sinking vessel then individual ‘good

Samaritan’ choices can be made based on likelihood of

additional danger to self or others.

 Insure emergency services have been informed and

in route.

 Conduct roll call of guests at pre-designated

meeting/evacuation point.

 Identify /liaise: emergency services incident command

center at site of incident if applicable.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

 Identify nearest medical facilities injured persons will most

likely to be taken to and/or contact with pre designated

medical facilities

 Any persons missing from roll call, provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Coordinate with police-emergency rescue teams in event

site has to be searched for missing persons.

 Identify food, water, best available temporary shelter if

prolonged evacuation in isolated area,

FRT leader to brief CMT of situation was situation

stabilized.

Determine best course for onward travel and waiting shelter

Field Response Team

 Insure best available shelter, food and water available

whilst waiting for alternative transportation.

 Organize appropriate transportation to place of

shelter/new accommodation

 If possible, send representative in advance to receive

and account for evacuees on arrival.

 Advise CMT of new or revised route.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up.

Crisis Management Team.

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain media contacts under guidance of agreed

Protocols

 

 

3. DEATH / MAJOR ILLNESS: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Communication line established between CMT and

FRT Crisis coordinator

Crisis Management Team

 Crisis Team Leader considers when appropriate to inform

Incoming head office

 Establish contact line with Airline representatives if any

changes to travel plans required and for next of kin arrivals

into the island.

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 In the event of life threatening symptoms announce if

any persons are a doctor, nurse or trained first aider to

evaluate and assist. Major bleeding injuries should be

addressed where possible, other types of injuries

where the person is not able to walk or are

immobilized should be reassured and advised to stay

in position until emergency medical aid arrives.

 For CPR incident, standard first aid procedures to be

adopted.

 Insure emergency services have been informed and

in route.

 Liaise with on ground tour group

representative if applicable, for decisions to be taken

in relation to movement to hospital/medical center

 Identify /liaise: emergency services on arrival

 FRT leader to brief CMT of situation when situation

stabilized.

 Assist in translation and advice on police requests for

standard investigation and administration procedures

relating to any death.

Post Emergency Support

Field Response Team

 Confirm additional support and assistance required to

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and as well as decisions on

alternative transportation – program route or itinerary

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

 Assist in organization of transport and accommodation

needs of next of kin arriving in the event of a death.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

Protocols

 

 

 

4. ACCIDENT PERSONAL INJURY: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Communication line established between CMT and

FRT Crisis Coordinator

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required.

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 In the event of life threatening symptoms announce if

any persons are a doctor, nurse or trained first aider to

evaluate and assist. Major bleeding injuries should be

addressed where possible, other types of injuries

where the person is not able to walk or are

immobilized should be reassured and advised to stay

in position until emergency medical aid arrives.

 For CPR incident, standard first aid procedures to be

adopted.

 Insure emergency services have been informed and

in route.

 Liaise with on ground tour group

representative if applicable as to decisions to be taken

in relation to movement to hospital/medical center

 Identify /liaise: emergency services on arrival

 FRT leader to brief CMT of situation when situation

stabilized.

Post Emergency Support

Field Response Team

 Confirm additional support and assistance required to

Tour Group on ground

representative.

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation, as well as decisions on

alternative transportation – program route or itinerary.

 Notify insurance of incident

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

Protocols

 

 

5. ALLEGED FOOD POISONING: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team.

 Communication line established between CMT and

FRT Crisis Coordinator

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required.

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 In the event of symptoms announce if any persons are

a doctor, nurse or trained first aider to evaluate and

assist.

 Assist Tour Group representative on ground

in establishing what meals taken and where during trip

and if just arrived directly before arriving in Puerto Rico

 Monitor any similar symptoms in other group

Members, establish if person affected ate or went to

any venues outside group itinerary.

 Insure emergency services have been informed and

in route if required

 Liaise with tour group

representative if applicable as to decisions to be taken

in relation to movement to hospital/medical center

 FRT leader to brief CMT of situation when situation

stabilized.

 Check history of any AFP relating to venues chosen for

particular group itinerary.

 Keep open mind as to cause of symptoms, especially if one

person out of whole group only affected, equally in event

of multiple illness – keep open mind in relation to cause

other than AFP e.g. norovirus

Post Emergency Support

Field Response Team

 Confirm additional support and assistance required to

Tour Group on ground

representative.

Crisis Management Team.

 Notify insurance of incident

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

Protocols

 

 

6.CRIME THEFT FRAUD NOT INVOLVING FORCE: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Communication line established between CMT and

FRT Crisis Coordinator.

 Police informed at request of alleged victim only, if

asked advise to report to police.

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 Assist alleged victim Tour Group

on ground representative in investigating, establishing

facts of incident.

 If requested, insure police have been informed and in

route.

 Assist in providing contact numbers for banks if credit

card or stolen credit cards involved.

 Identify /liaise with police on arrival

 FRT leader to brief CMT of situation when situation

stabilized.

 Assist in translation and advice on police requests for

standard investigation and administration procedures.

Post Emergency Support

Field Response Team

 Confirm additional support and assistance required to

Tour Group on ground representative

Crisis Management Team.

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location if applicable

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

Protocols

 

 

 

7. CRIME VIOLENT INVOLVING FORCE: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

the incident has potential to become a major

incident.

 Communication line established between CMT and

FRT Crisis Coordinator.

 Police informed at request of alleged victim or

If alleged victim is incapacitated in any way.

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 Assist alleged victim and Tour Group

on ground representative in investigating, establishing

facts of incident.

 Assist in co-ordination of any relevant medical aid

required.

 If requested, insure police have been informed and in

route.

 Assist in providing contact numbers for banks if credit

card or stolen credit cards involved.

 Identify /liaise with police emergency services on arrival

 FRT leader to brief CMT of situation when situation

stabilized.

 Assist in translation and advice on police requests for

standard investigation and administration procedures.

 Assist in coordination of transportation to medical center

or hospital required.

Post Emergency Support

Crisis Management Team.

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording condition of incident

location if applicable

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

 

8. MISSING PERSON: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

group member suspected of being missing.

 Communication line established between CMT and

FRT Crisis Coordinator.

 Police informed immediately.

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 Assist Tour Group on ground

representative in investigating, establishing facts of

incident.

 If requested, insure police have been informed and in

route.

 Identify /liaise with police on arrival

 FRT leader to brief CMT of situation when situation

stabilized.

 Assist in translation and advice on police requests for

standard investigation and administration procedures.

Post Emergency Support

Crisis Management Team.

 Consider sending additional DPRT support employees to

assist Field Response Team if required.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location if applicable

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

 

 

 

9. POWER/COMMUNICATIONS FAILURE: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

power/communications failure has potential to

become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

 If hotel impacted CMT begins planning alternate

accommodation options and putting potential service

providers on standby.

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative on standby if incident

appears major.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

 Can update from local power or communication

supplier – local authority on likely length of

power/communication outage.

 Confirm emergency generator supply capacity at

location.

 Liaise with tour group

representative if applicable, to conduct roll call of

guests at pre-designated meeting/evacuation point –

to confirm temporary protocols for communication.

 Identify food, water, best available temporary shelter

temporary lighting and heating supplies/equipment if

prolonged evacuation in isolated area,

 FRT leader to brief CMT of situation.

 Identify /liaise: emergency services incident command

center at site of incident if applicable.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

Determine best course for evacuation – place of shelter

Field Response Team

 If hotel accommodation impacted contact alternate

accommodation with power or communication

available: inform number of people

 on ground

representative as to final decision.

 Organize appropriate transportation to place of new

accommodation/shelter

 Advise CMT of new accommodation/place of shelter

address.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up with venue

management/police as required

Crisis Management Team.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

 If DPRT main office building or communications

infrastructure impacted – advise FRT

of alternate location and

contact details.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with

Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

Protocols

 

10. CIVIL DISORDER: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

emergency has potential to become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

 If hotel impacted CMT begins planning alternate

accommodation options and putting potential service

providers on standby.

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative on standby if incident

appears major.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

 If already at a venue or the hotel, which is not

impacted or appears far removed from the civil

disorder source/location. Consult with Tour

Group on ground management to remain in situ or

make alternative plans to relocate or reroute.

 If outside with a group in a location close to a civil

disorder incident. Consult with Tour Group

on site representative immediately to suspend

program, convene group and relocate to another area

or return to the hotel.

 If in a vehicle advise driver to remain calm and not

drive aggressively. Advise occupants of vehicle not to

draw attention to themselves by winding down

windows or taking pictures. Gain information on

status of roadways or routes and take first available

one that appears clear and can bypass the location of

disorder.

 Liaise with tour group

representative if applicable, to conduct roll call of

guests at pre-designated meeting/evacuation point.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by if disorder appears major

or could lead to road checks or curfew.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

 Identify nearest medical facilities injured persons will most

likely to be taken to and/or contact with pre designated

medical facilities

 Any persons missing from roll call, provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Crisis Management Team to maintain watch of local and

international news for insight and understanding of

potential severity and longevity of disorder.

Determine best course for evacuation – place of shelter (in event Tour Group cut off from planned accommodation)

Field Response Team

 If access to hotel accommodation impacted contact

alternate evacuation center /place of shelter inform

number of people expected in liaison with   Tour Group on ground representative as to

final decision.

 Organize appropriate transportation to place of

shelter/new accommodation

 If possible, send representative in advance to receive

and account for evacuees on arrival at new

accommodation.

 Advise CMT of new accommodation/place of shelter

address.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up with venue

management/police as required

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and of decision/location to

evacuate to alternative accommodation/place of safety.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

 If DPRT main office building or communications

infrastructure impacted – advise FRT

of alternate location and

contact details.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Account for any damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

11. ACT OF TERRORISM: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

emergency has potential to become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

 If hotel impacted CMT begins planning alternate

accommodation options and putting potential service

providers on standby.

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative on standby if incident

appears major.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

 If already at a venue or the hotel, which is not

impacted, consult with the Tour Group on

ground management to remain on site or make

alternative plans to relocate or reroute.

 If outside with a group in a location close to an

incident. Consult with Tour Group on site

representative immediately to suspend program,

convene group and relocate to another area or return

to the hotel.

 If in a vehicle, gain information on status of roadways

or routes and take first available one that appears

clear and can bypass the location of the incident.

 Liaise with on ground tour group

representative if applicable, to conduct roll call of

guests at pre-designated meeting/evacuation point.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by if disorder appears major

or could lead to road checks or curfew.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

 Identify nearest medical facilities injured persons will most

likely to be taken to and/or contact with pre designated

medical facilities.

 Any persons missing from roll call, provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Crisis Management Team to maintain watch of local and

international news for insight and understanding of the

incident.

Determine best course for evacuation – place of shelter (in event Tour Group cut off from planned accommodation)

Field Response Team

 If access to hotel accommodation impacted contact

alternate evacuation center /place of shelter inform

number of people expected in liaison

Tour Group on ground representative as to

final decision.

 Organize appropriate transportation to place of

shelter/new accommodation

 If possible, send representative in advance to receive

and account for evacuees on arrival at new

accommodation.

 Advise CMT of new accommodation/place of shelter

address.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up with venue

management/police as required

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and of decision/location to

evacuate to alternative accommodation/place of safety.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

 If PRC DPRT ST main office building or communications

infrastructure impacted – advise FRT of alternate location and

contact details.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Account for any damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

12. NATURAL DISASTER (earthquake flooding): CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

emergency has potential to become major crisis

 Communication line established between CMT and

FRT Crisis Coordinator

Crisis Management Team

 Establish contact line with Airline representatives if

incident major and any changes to travel plans required.

 Notify Insurance representative, if incident appears major.

 Confirm media and PR protocols.

 If hotel impacted CMT plans alternate accommodation and

potential service providers on standby.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team Earthquake specific

 If indoors with group advise them to remain inside,

get under desk or table, stay clear of windows, heavy

furniture and not rush outside. Advise not to use stairs

or elevators while building shaking

 If already outside advise to move to open ground

away from buildings or overhead power lines.

 If in a vehicle advise to stop and park away from trees,

light posts, road signs or power lines and stay in the

vehicle.

 Cconduct roll call of

guests at pre-designated meeting/evacuation point.

 Identify food, water, best available temporary shelter

if prolonged evacuation in isolated area,

FRT leader to brief CMT of situation following

evacuation

 Identify /liaise: emergency services incident command

center at site of incident if applicable.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port

following incident.

 Identify nearest medical facilities injured persons will most

likely to be taken to and/or contact with pre designated

medical facilities

 Any persons missing from roll call, provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Co-ordinate with police-emergency rescue teams in event

site has to be searched for missing persons.

Determine best course for evacuation – place of shelter

Field Response Team

 If hotel accommodation impacted contact alternate

evacuation center /place of shelter inform number of

people expected in liaison with Tour

Group on ground representative as to final decision.

 Organize appropriate transportation to place of

shelter/new accommodation

 If possible, send representative in advance to receive

and account for evacuees on arrival at new

accommodation.

 Advise CMT of new accommodation/place of shelter

address.

 Check that all persons have personal property etc

before leaving for new location, ask them to note any

property missing for later follow up with venue

management/police as required

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and of decision/location to

evacuate to alternative accommodation/place of safety.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

 If DPRT main office building or communications

infrastructure impacted – advise of alternate location and

contact details.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Take photographs/recording damage condition of

incident location

 Account for all damage related/evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for post

emergency services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with

 Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

13. COMMUNICABLE DISEASE: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

multiple illnesses diagnosed or the location is

designated a communicable disease area by national

government or World Health Organization (WHO)

 Communication line established between CMT and

FRT Crisis Coordinator

Crisis Management Team

 Establish contact line with Airline representatives if any

changes to travel plans required or to establish if travel

restrictions or screening protocols imposed at airports.

 Notify Insurance representative on standby if nature of

incident requires notification.

 Confirm media and PR protocols.

Implement Emergency Response Procedures – Protect: people, property, reputation.

Field Response Team

 In the event of symptoms announce if any persons are

a doctor, nurse or trained first aider to evaluate and

assist.

 Monitor any similar symptoms in other group

members, establish if they need medical attention and

if likely to be quarantined, consult with Tour

Group Leader for support required.

 Insure emergency services have been informed and

in route if required

 FRT leader to brief CMT of situation when situation

stabilized.

 CMT to keep watch, informed and understand general

bulletins/information updates from Ministry of Health and

WHO

 Keep open mind as to cause of symptoms, especially if one

person out of whole group only affected, equally in event

of multiple illness.

 Provide translations of national government

advice/advisory notices to Tour Group

lead

Post Emergency Support

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation, as well as decisions on

alternative transportation – program route or itinerary.

 Notify insurance of incident

 Consider sending additional PRC DPRT ST support employees to

assist Field Response Team if required or if FRT members

affected..

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Account for all costs related to incident support

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

14. EMERGENCY TRAVEL EVACUATION: CRISIS AND EMERGENCY OPERATIONAL PROCEDURE

Establish Communications – Notify Emergency Services

Field Response Team

 Field Response Team leader informs Crisis

Management Team

 Crisis Management Team is alerted and convened if

major crisis requires emergency evacuation from

the island.

 Communication line established between CMT and

FRT Crisis Coordinator.

Crisis Management Team

 Establish contact line with Airline representatives, sea port

representatives. Road travel advisory services.

 Notify Insurance representative on standby if required.

 Confirm media and PR protocols.

Implement Emergency Evacuation Procedures – Protect: people, property, reputation.

 Confirm staging area for assembling group of persons

to be evacuated (usually a designated hotel)

 Conduct roll call and ID confirmation (through

Tour Group representative)

 Confirm all persons to be evacuated have necessary

travel documents.

 Confirm options of alternate routes to international

airports; sea ports; land borders assessed for ease of

passage under emergency conditions from CMT and Tour Group Senior Management

 If applicable, assist in sourcing of departure travel kits

to include basic food; water, clothing, portable

lighting; first aid kits if available.

 Conduct roll call on arrival and at chosen embarkation

point at border.

 Contact local suppliers-vendors-logistics-inform of

emergency and put on stand-by.

 Co-ordinate with Airport - Port representative to account

for any people that have gone directly to airport or port.

 Any persons missing from roll call provide information to

emergency services and to venue management with name,

description and nationality of person missing.

 Consider services of specialized company providing

assessment, on ground evacuation support and convoy

escort.

 Note: advise Tour Group Senior Manager

that: the earlier a decision is made to evacuate or not – the

more likely the support response to that decision can be

effected in a calm and productive manner.

Determine best course for evacuation.

Field Response Team

 Organize appropriate transportation to place of

evacuation.

 If possible, send representative in advance to receive

and account for evacuees on arrival at final place of

evacuation.

 Advise CMT of accommodation at final evacuation

point in event there are delays to departure once

arrived.

 Advise all persons to re-check travel documentation

on arrival at final point of departure.

Crisis Management Team.

 Insure Tour Group senior management

updated of incident/situation and of decision/location to

evacuate to alternative accommodation/place of safety.

 Consider sending additional DPRT support employees to

assist Field Response Team in post evacuation – first

recovery phase.

 If DPRT main office building or communications

infrastructure impacted – advise FRT of alternate location and

contact details.

.

Make Foundation for Recovery and Restoration

Field Response Team

 Establish on ground recovery and logistics support and

priorities for resuming operations.

 Account for all related evacuation costs

 Await directions and de-brief from CMT before full

 recovery determined.

Crisis Management Team

 Consider contractual arrangements with vendors for

delayed evacuation services/supplies.

 Liaise with insurer loss adjuster if required

 Maintain open and regular communication with Tour Group Senior Management until final

resolution and recovery.

 Maintain media contacts under guidance of agreed

protocols

 

Contact Discover Puerto Rico Tours for a full length version of this emergency plan.

1503 Avenida Ashford Ste 14C

San Juan, PR 00911

Tel. 787-379-1602

© 2019 by DPRT

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