Single Emergency Incident Management Functional Unit Date Ratified Next Review SOP EMG Sept 2013 Sept

Transcription

1 Standard Operating Procedure Page 1 of 10 Single Emergency Incident Management Functional Unit Date Ratified Next Review SOP EMG Sept 2013 Sept PURPOSE To describe the internal and external relief and recovery referral and coordination arrangements relevant to individuals, families or businesses impacted by a single property incident. 2. BACKGROUND Effective transition from response to recovery services in a single incident is a responsibility of both response and recovery agencies, particularly in instances where impacted persons have a need for immediate relief services (shelter, food, water, material aid, personal support). Reports of a single incident may be initiated from a range of sources (e.g. control agency, Victoria Police, Municipal Emergency Resource Officer, affected individuals, hospitals and health care centres, ESTA) and be directed to a number of relief and recovery service providers including Yarra Ranges Council, Red Cross and/or DHS in the first instance. This procedure is therefore based on the following principles: As much information as possible and appropriate will be collected by the first relief and recovery provider that is contacted / makes contact with the affected person. This will typically be Council, the Red Cross or DHS. Services provided are not intended to replace any alternative emergency arrangements an affected person may have made, and where possible it is recommended they utilise their own options, acknowledging that affected persons are best supported in the first instance through family and friends. To maximise efficiencies, the first relief and recovery provider contacted can instigate referrals to other providers as required (i.e. although the lead coordinating agency, referrals do not necessarily need to go through the Council MRM or Co-ordinator Relief and Recovery). All relief and recovery agencies will provide information on action taken to Council as the lead co-ordinating agency. The on-call Municipal Recovery Manager (after hours) or the Coordinator Relief and Recovery (during business hours) will act as the conduit to all other Council services in the first instance.

2 Page 2 of PROCEDURES The procedure will be activated under the following scenarios: An emergency (fire, storm, flood, tree damage, vehicle incident 1 ) that destroys a primary place of residence or renders it uninhabitable 2. An emergency (fire, storm, flood, tree damage, vehicle incident) that destroys or damages a structure (e.g. house, shed, business premises). 3.1 Control Agency / Victoria Police All hours In instances where a primary place of residence is rendered uninhabitable and relief assistance is required, advise / assist the affected person to contact Red Cross ( ). Failing contact with Red Cross, contact Council ( ). In instances where a building or structure is damaged, contact Council ( ) requesting a Municipal Building Surveyor to enable the safety of the building to be assessed and actioned. 3.2 Red Cross All Hours In instances where a primary place of residence is rendered uninhabitable (including a recommendation for evacuation,) assess and attend to emergency relief needs relevant to the first 72 hours following the incident. Services provided may include emergency accommodation, clothing, groceries, personal support and information. Where there are additional urgent needs, refer needs to DHS, Council MRM (after hours), Coordinator Relief and Recovery (business hours) or other providers as appropriate. As soon as practical, report to council (mrm@yarraranges.vic.gov.au) and DHS the situation, needs, follow-up actions taken and any referrals made to other agencies. 1 DHS grant does not automatically cover instances where a motor vehicle is involved. 2 Under the Building Code of Australia, a house may be deemed un-inhabitable due to safety, structural, health or amenity (ie lack of operation facilities such as bathroom and kitchen) reasons.

3 Page 3 of Council Council is the lead agency for the coordination of relief and recovery at the local level and will respond to calls as follows: Call To Council Call Centre After Hours (Monday to Friday , Saturday ) Refer call to After Hours Call Service Provider Procedure Business Hours Refer to Hot Topics Script - Appendix 8.1 ORACLE Refer to After Hours Call Script - Appendix 8.2 On-call Municipal Emergency Resource Officer Collect following information: Nature of incident (eg. house fire residential) Full name of contact person Address of impacted property Return phone number Provide information to: 1) Red Cross and MRM@yarraranges.vic.gov.au indicating Red Cross have been notified; or if not contactable 2) On-call Municipal Recovery Manager Transfer call to: 1) Coordinator Relief and Recovery; or if not contactable 2) Executive Officer, Emergency Manager, or if not contactable 3) On-call Municipal Recovery Manager On-call Municipal Recovery Manager Coordinator, Relief and Recovery Complete as far as is possible the Single Incident Relief and Recovery Report Form (this will depend on the origin of the call). Contact affected household/businesses to confirm and document information, needs and follow-up action to be undertaken. Notify all relevant and outstanding external referral agencies/organisations. Notify all relevant, urgent and outstanding internal Council businesses (ie. Municipal Building Surveyor, Local Laws Animal Welfare). Record after hours action (including agency follow-up) in Single Incident Relief and Recovery Report Form. Notify via , Coordinator, Relief and Recovery to enable additional, less urgent referrals on next working day Not applicable Transfer call to: 1) Coordinator Relief and Recovery; or if not contactable 2) Executive Officer, Emergency Manager, or if not contactable 3) Red Cross As for on-call MRM (after hours) and: Liaise with On-Call MRM re: complex cases, when appropriate. Municipal Building Surveyor (or delegate) Ensure requirements of the Building Act 1993 regarding the safety of buildings and persons are administered. Provide advice as required regarding buildings and structures. Implement procedures in accordance with SOP Conducting Building Inspections. As for after hours and: Notify Coordinator Relief and Recovery:

4 Page 4 of Department of Human Services Administer the Personal Hardship Assistance Program: Emergency Relief Assistance. Refer additional urgent needs to Council MRM (after hours), Coordinator Relief and Recovery (business hours) or other providers 3 as appropriate. As soon as practical, report to council (mrm@yarraranges.vic.gov.au) the situation, needs, follow-up actions taken and any referrals made to other agencies. Provide additional support as required to Council MRM and Coordinator Relief and Recovery, particularly in relation to complex cases. 4. Management of Complex Cases A complex incident can be described as a situation where more than emergency accommodation and basic material aid is needed. Financial hardship may be apparent and/or professional counselling services may be required. Careful questioning is required to determine the emotional and physical situation of the person/s affected and follow-up services required. In complex cases, Red Cross, DHS and Council may be required to work collaboratively towards an appropriate package of services. 5. Closing cases Single incident cases will be closed when the following is achieved: Temporary accommodation is secured. All referrals are made and follow-up action taken and recorded. Cases may be re-activated at any time. 6. Information collection, dissemination and storage All information collected will be used for the sole purpose of ensuring site safety and responding to relief and recovery needs. The information will be disclosed to the extent needed to other agencies directly involved in the provision of services. All information collected by or reported to Council relevant to relief services and short term recovery action will be documented on the Single Incident Relief and Recovery Report Form. Information collected on the Single Incident Relief and Recovery Report Form (refer to Appendix 8.3) is confidential and will be stored in S drive:/single Emergency Incidents. 3 DHS will make direct referrals to other agencies in cases where their is a pre-existing relationship eg. Office of Housing.

5 Page 5 of 10 Information relevant to the delivery of specific relief and recovery services by individual agencies, organisations or businesses may be recorded in other systems as per normal business practice. For Council, specific services and advice provided by Building, Local Laws, Planning, Health and Economic Development, will also be entered into Pathways in accordance with normal business practice. Modifications to Council s After Hours Call Script will be approved by the Coordinator, Relief and Recovery and forwarded to the Council Officer responsible for managing the Yarra Ranges After Hours Call service provider. Modifications to the Council Call Centre script will be approved by the Coordinator, Relief and Recovery and forwarded to: hottopics@yarraranges.vic.gov.au 7. REFERENCE DOCUMENTS Emergency Management Contact Directory (Crisisworks / MECC Central) Yarra Ranges Single Incident Relief and Recovery Report Form (S drive accessible only to MRM and deputies, and delegated staff)

6 Page 6 of APPENDICES 8.1 Hot Topics Script (Yarra Ranges Business Hour Script) This is to provide interim advice on the handling of calls relevant to single property emergency incidents such as house fires, storm damage, tree damage and floods. During business hours (Monday to Friday), the calls should be referred to Risk Emergency and Community Safety ( ) (in priority order) to: 1) Coordinator Relief and Recovery 2) Executive Officer, Emergency Management 3) On Call Municipal Recovery Manager 8.2 Yarra Ranges After Hours Call Script SCENARIO 1: Single property incident (damage to building that is a place of residence rendering it uninhabitable) Nature of Call: Step 1: Step 2: Step 3: Single property incident rendering place of residence uninhabitable (either through fire, flood, storm damage, vehicle damage or notice to evacuate) and relief services (eg. temporary accommodation, clothing etc.) are needed. Record details below: a) Nature of incident (eg. residential house fire, tree damage, flood) b) Name and phone number of contact person c) Name and phone number of affected person (if different to above) d) Address of affected property Put call through to Red Cross and above details to MRM@yarraranges.vic.gov.au. Indicate in that Red Cross have been notified. If Red Cross not contactable, put call through to on-call MRM If MRM not contactable, put call through to on-call MERO Provide recorded details to Municipal Building Surveyor as per Scenario 2 (step 2).

7 Page 7 of 10 SCENARIO 2: Request made for Municipal Building Surveyor / Structural damage to a building Nature of Call: Step 1: Step 2: A specific request is made for a Municipal Building Surveyor to attend a single property incident causing structural damage to a building either through fire, flood, storm or vehicle damage. Record details below and indicate to caller that a building surveyor will be notified. a) Nature of incident (eg. business affected by fire, tree, flood) b) Name and phone number of contact person c) Name and phone number of affected person (if different to above) d) Address of affected property Phone above details (a-d) to building surveyor. If it goes to message, leave a message and try phone No. 2. If no reply in 10 minutes, call next building surveyor: Order Building Surveyor Phone 1 Phone 2 1 {insert name and number} 2 {insert name and number} 3 {insert name and number} Step 3: above details to MERO@yarraranges.vic.gov.au and MRM@yarraranges.vic.gov.au and indicate that building surveyor has been notified. (If incident is complex requiring other municipal resources or has relief elements, Municipal Building Surveyor to escalate by calling Yarra Ranges After Hours Call service provider for activation of MERO or MRM as required.)

8 Page 8 of Single Incident Report Form Date of incident report Fire Vehicle Type of Impact Time of incident report Incident Flood Tree Entered by (author) Storm Other (specify) Original source of report Name Agency Contact details Type of premises Tick Incident Notes: Residential Commercial AFFECTED PROPERTY REPORT Contact 1 Surname Name Phone / Mobile Relationship to affected property/persons (owner, occupier, tenant, friend) Contact 2 If Tenant, Agents details: Affected Property Address Postcode Address of temporary accommodation (if known): Postcode PROPERTY DAMAGE and LOSS SUMMARY Extent: Nil Internal External Both Hazards: Potential Other Asbestos (Y / N) Property Size Is property accessible (Y / N) Is property habitable (Y / N) Primary residence? (Y / N / NA) Insurer Details: House insurance? Contents insurance? Has owner contacted insurance company? Has owner lodged claim? Insurance Assessor Details: Comments on damage and other losses (eg. sheds, caravan, livestock, fences, crops)

9 Page 9 of 10 PERSON(s) LIVING AT AFFECTED PROPERTY No. Adults: No. Dependents: Surname First Name Age Sex ( M / F ) NOTES Eg. Pets and other issues that may be relevant with respect to emergency accommodation. Access to Transport? ( Y / N): Financial Assistance Income Support Counselling Support Emergency Accommodation Material Aid (clothing, household items) Disability support Other Tick NEEDS OF AFFECTED PERSONS NOTES: REFERRALS Agency / Dept Contact Name Referral Date Building / Rates Planning Local Laws Red Cross DHS Salvation Army St Vincent de Paul YVCH Anglicare DPI VFF Other Follow-up actions outstanding: Referral Time Feedback Summary

10 Page 10 of 10 Incident Log (Communications with affected person/family) Date Time From To Details Action complete Case Closed (date) Relief and Recovery Coordinator Signature On call MRM