Index
Accident rates, increases in, 96
Adaptive behaviors, negative, 119–120
Adelphia Communications, 41, 59, 71, 127
Ad hoc telephone directory, 13
Advertising campaigns, 8
Alcoholism, 97
American Red Cross, 38, 128, 140
Armstrong, Jack, xvii, 31, 41, 46
Backup, computer files and systems, 22, 47–48
Behavioral health programs, 60–61, 76, 95
Benefits, continuation of, 59–60
Bomb threats, employee emergency response procedures, 154–155
Business case, 19
Business continuity planning (BCP)
cost of, 39
defined, 35
number of plans needed, 43
resources for, 133
suggested outline for, 141–143
urgency of, 38
Business continuity planning team, 37–39
employee participation in, 40
functions of, 22
Business resumption, planning for, 46–48
Catastrophe, defined, 35
Chief executive officer (CEO), 18, 25, 38
Chief financial officer (CFO), 19, 25
Civil disturbances, First Interstate Bancorp experience, 11–12
Code of Federal Regulations (OSHA), 34
Command-and-control management style, 41, 71
Communication(s), xiv See also Media relations crisis plan, 21, 41
in dealing with disasters, 26
emergency contacts, list of, 10, 20, 40, 64–65
with employees, 7–8, 21, 27, 51–54, 64–65, 76, 104
external, 74
in planning for disasters, 21
in the recovery process, 52, 104
rumor control, 26
staff, roles and responsibilities of, 88–89
telephone tree, 10, 13, 20, 44, 45, 54, 65, 144
Community Emergency Assistance Program (CEAP), 116
Competencies for the New HR, 23
Computer files, backup of, 22, 47–48
Concentration, difficulty in, 96
Confusion, employee, 96
Containment, 31
Contingent HR policies, 40, 46, 56–66
activating, 46
availability of HR staff, 64
behavioral health programs, 60–61
benefits, continuation of, 59–60
contributions from employees, 64
dress code, 64
emergency employee communication, 64–65
Employee Assistance Programs (EAPs), 60–61
expenses, reimbursement for, 63
flextime, 63
interim HR management, philosophy of, 56–57
lodging and related expenses, reimbursement for, 62–63
parking and transportation issues, 62
timekeeping, 60
workers’ compensation, 40
work reassignment, 60
Contributions, employee, 51, 65, 74
Core team
experts to complement, 38
members, roles and responsibilities of, 20–21, 37
Corporate communications.
See Communication(s)
Corporate nurse, 87
Counseling. See Trauma counseling Credibility, 14, 105
Crisis, defined, 35
Crisis communication plan, 21, 41
Crisis management, resources for, 133–135
Critical Incident Severity
Index Scale (Magellan Health Services), 115
Critical incident stress debrief-ings, 114
Critical-incident support therapy, 73
Culture management, 24
Customer relations, role of in planning for disasters, 8, 22, 48
Dark humor, 31
Dealing with disasters, xv, 67
Emergency Operations Center (EOC), activating, 47, 64, 69
CEO and CFO in, 25
communications officers and, 26
contingent HR policies, 40, 48, 56–66
emergency response, 44–46, 146–155
employees in. See
Employee(s) evacuation procedures, 20, 44, 155–156
human component of, x, xii, 13, 69–70, 135
human resources, role of, 5, 25–26
incident commander in, 25
leadership, need for, xvi, 13, 46–47, 50
necessary competencies for, 27
planning team, members of, 26
team opportunities for, 41
top five actions to take, xvii
Deloitte and Touche, 30
Delphi, 92
Depression, symptoms of, 111, 121
Detachment, 31
Disaster, defined, 35
“Disaster buddy,” 129
Disaster packs, 117
Disaster preparedness. See Planning for disasters
Disaster Recovery Site (DRS),
42. See also Emergency
Operations Center (EOC)
Disaster response. See Dealing with disasters
Disaster survivors, lessons learned from, xi–xii
Documentation, of employee behavior, 95, 101
Dress code, 64
Drug addiction, 97
Earthquakes employee emergency response procedures, 146–147
First Interstate Bancorp experience, 2–3, 10–11
Edgewater Technology, 71–75, 106
Electrical emergencies, 153
Electronic records, backup and transfer of, 48
E-mail accounts, personal, 41, 65
Emergency, defined, 35
Emergency Action Plans,
Emergency contacts, list of, 10, 20, 40, 64–65
Emergency Management Guide for Business & Industry (FEMA), 141
Emergency Operations Center (EOC)
funding for, 39
supplies, 43
Emergency preparedness, defined, 35
Emergency responders, contact with, 19
Emergency response components of, 44–45
plans, development of, 21
Emotional self-awareness, 31
Employee(s). See also Contingent HR policies
accounting for all, 44
anxiety, relieving, 103
building goodwill with, 130
in business continuity planning, 40
caring for under extreme conditions, 71–75
communication with, 7–8, 21, 27, 49–52, 64–65, 76, 104
contributions to other employees, 51, 64, 74
corrective interviews, 100
critical steps in caring for, 69–70
dealing with disaster, role of, 27, 52–53
documenting behavior of, 95
emergency response, role of in, 44, 146–155
emotional wear and tear on, 67–68
face-to-face meetings with, 53, 82, 97–100
families of, caring for, 71
follow-up, 74
healing process, 78–79, 103–104
housing arrangements for, 10, 40, 47, 62
involving in the recovery process, 73–74
leave of absence, 61
and manager reactions compared, 93
manager/supervisor responsibilities for, 85–86
missing, 10
negative adaptive behaviors in, 119–120
personal relationships, 97
productivity, changes in, 73, 91–93
psychological recovery, 112–113
restoring confidence in, 57
returning to work, 46, 74, 90–93
safety and security of, x, 9, 46–47, 54, 70
separation anxiety, 127
termination of, 100
transfer of, 61
trauma experienced by, 5–7, 9, 10, 14, 19, 53, 70, 93–94, 112–113, 135
two-way communication, 106
varied reactions of, xii, 31, 90, 103–104, 118–122
Employee Assistance Professional Association (EEPA), 116
Employee Assistance Programs (EAPs), xiv, 60–61, 114–117
alternatives to, 116
in business continuity planning, 38
cost of, 19
counselors, responsibilities of, 87
defined, 7
human resources and, 20, 84–85
publicizing, 114
referral to, 94
resources for, 136
Employee communication after the disaster, 52–53
before the disaster, 50
crisis plan for, 21
during the disaster, 7–8, 51, 104
face-to-face meetings, 51, 83, 97–100
phrases to ban, 53
two-way, 106
Employee counseling report, sample of, 101
Employee emergency response procedures bomb threats, 154–155
hazardous materials, 153
severe weather, 152
Employee hostility, 119
Employee morale committee, 8
Employee performance corrective interviews, 100
documentation of, 95
termination, 100
Engineering, role of in planning for disasters, 22
Evacuation of persons with mobility problems, 40, 155–156
planning for, 40
procedures for, 20, 44, 155–156
Event, defined, 35
Expenses, reimbursement of, 63
Fast change, 24
Federal Emergency Management Agency (FEMA), 34, 55
Emergency Management Guide for Business & Industry, 141
Preparing for Disaster, 157
Federal requirements, overview of, 34–35, 55
FEMA. See Federal Emergency Management Agency (FEMA) Fight or flight instinct, xiii, 30, 45
Financial considerations, 47–48
Fire(s) employee emergency response procedures, 147–152
evacuation procedures, 149–151
extinguishers, 151
First Interstate Bancorp experience, 3–9, 80
protection, OSHA regulations, 34
First Interstate Bancorp disaster experiences of, 1–14
employee guide, sample of, 78–79
Flexibility, need for, xvi Flextime, 63
Gelber, Suzanne, 116
Google, 50
Hazardous materials employee emergency response procedures, 153
OSHA regulations, 34
Hindsight bias, 80
Hissam, Michael, 92
Hostile takeovers, 41
Human component. See also Employee(s) need for considering in disaster response, x, xii, 13, 69–70, 135
resources concerning, 135
Human Resource Champions, 23
Human resources contingency plans. See Contingent HR policies in dealing with disasters, 5, 25–26
employee relations, responsibilities for, 86
in planning for disasters, xiii, 2, 20
Human resources staff availability of, 64
roles and responsibilities of, 86
Hurricane(s)
Katrina, 17, 45, 58, 60, 65, 76, 93
planning for, in general, 41, 48
Incident, defined, 35
Incident commander, 18–19, 25, 44, 69
Incident Command System, 18
Inflexibility, 96
Information technology system, in planning for disasters, 22, 47
Intellectual property, theft of, 41
Job efficiency, lowering of, 96
Just-in-case emergency supplies, 128–129
KISS (keep it sweet and simple) principle, 48
Landslides, 92
Laughter, need for, 31
Leadership for business continuity planning, 22–23
importance of, xvi, 13, 48, 54
professionalism, redefining, 107–108
self-assessment grid, 22, 27, 28–29
visibility, importance of, 104–105
Leave-of-absence policy, 61
Legal department, role of in planning disasters, 22
Lodging, reimbursement for, 62–63
Magellan Health Services
Critical Incident Severity Index Scale, 115
Midwest Care Management Center, 117
Managers and supervisors command-and-control style, 41, 71
employee performance decline, dealing with, 94–95
employee relations, responsibilities for, 85–86
employee trauma, approaches to, 93–94, 120–121
meeting with troubled employees, 97–100
negative adaptive behaviors in, 120
professionalism, redefining, 107–108
reactions of, compared with employees, 93
symbolic actions, importance of, 105
Man-made disasters
September 11 (2001), ix, xii, 12, 30
World Trade Center bombing (1993), 12
Market-driven connectivity, 24
Marks, Mitchell M., 109
McClure, Toni, 117
Media relations consolidating communication, 74
incident commander and, 19
pre-disaster strategy for, 21
using media to communicate with employees, 50, 70, 88, 104 “Mental health days,” 82
Microsoft, 50
Missing persons, 10 “Muster sites,” 76
Natural disasters, resources for dealing with, 136
Natural gas emergencies, 153
Negative adaptive behaviors in employees, 119–120
in managers/supervisors, 120
Nickey, William, 30
Occupational Safety and
Health Administration (OSHA) Code of Federal Regulation
emergency supplies, recommended list of, 128
O. J. Simpson verdict, 12
On-the-job absenteeism, 96
Operations/production role of in dealing with disasters, 25
role of in planning for disasters, 21
OSHA. See Occupational Safety and Health Administration (OSHA)
Over-communication, need for, 14
Parking, 62
Parsons, Larry, 45
Patience, 14
Pizzo, Charles, 17, 45–46, 49, 65, 93
Planning for disasters, xiv actions to take at home, 157–159
assumptions and, 126
building goodwill with employees, 130
building in redundancies, 124–125
business continuity planning team, 21–22
communication in, 21
competitors and, 126
connecting with internal partners, 123–124
creativity in, 126
customer relations in, 8, 22, 48
Emergency Operations Center (EOC), creating, 39, 42–43
employee buy-in, 53
estimating risk and return on investment, 125–126
federal requirements, overview of, 34–35, 51
five-minute steps for, 123–130
and flexibility, need for, xvi HR involvement in, ix, xiii, 2
human component of, x, xii, 13, 69–70, 135
insufficient, results of, 54
key records, updating, 124
practice drills, 13, 45–46, 48, 55
pushback, dealing with, 39
redundancies, building in, 124–125
role of employees in, 41–42, 49–52
senior management support, need for, 53
separation anxiety, 127
September 11, influence of, ix, xii shutting down critical equipment, 55
Silent, Sugarcoated Moose®, 126
small businesses and, 35–36, 129–130
supplies, inventory of, 127–129
team operations, 41
and timely business resumption, 46–47
urgency of, 38
when vs. if thinking, 33
worst-case scenarios, developing, 33–34
Post-traumatic stress disorder
Power outages, coping with, 49, 127–128
Practice drills, 13, 45–46, 48, 55
Preparing for Disaster (FEMA), 157
Primal Leadership: Realizing the Power of Emotional Intelligence, 27
Problem solving, 68
documentation and, 95
Psychological recovery, 6, 112–113
Public transportation, employee use of, 62
Pushback, dealing with, 39
Quiet time, need for, 109
Records, need for, 45
Recovery
accelerating, action steps for, 102–108
adjusting policies, procedures, and processes, 107
adjustment stage, 118
anger and weariness, coping with, 118–122
employee vs. management concerns, 93
employee withdrawal from, 119
fostering two-way communication, 106
getting business systems up and running, 91
leaders, visibility of, 104–105
professionalism, redefining, 107–108
reaction stage, 118
restabilization stage, 118
returning to work, 46, 74, 90–93
role of planning in, xvi symbolic actions to build credibility, 14, 105
Reentry, 9
Relocation, 13, 20, 47, 57, 80
Remote workforce, managing, 63
Resonant Leadership, 27
Resources, xv
actions to take at home, list of, 157–159
behavioral health management, 136
business continuity planning, 133, 141–143
Employee Assistance Programs (EAPs), 136
employee emergency response procedures, outline of, 146–156
general crisis management, 133–135
human response to trauma and grief, 135
natural disasters, 136
strategic planning, 138
telephone tree, sample of, 144
wallet card, sample of, 145
Restabilization. See Recovery
Return on investment (ROI), estimating, 125–126
Riots. See Civil disturbances Risk
control and financial, evaluation of, 48
mitigating, 39
Rumor control, 26
Safety, employee, x, 9, 46–47, 54, 70
Safety officer, role of in planning for disasters, 20
Sales and marketing, role of in planning for disasters, 22
Sartain, Libby xiii Schoonover, Stephen, 31
Self-assessment grid, 22, 27, 28–29
Self-control, 27, 30, 31, 46, 71
Separation anxiety, 127
September 11 (2001), ix, xii, 12, 30
Severe weather, employee emergency response procedures, 152
“Shelter in place,” 21, 151–152
Silent, Sugarcoated Moose®, 126
Small businesses, planning for disasters, 35–36, 129–130
Society for Human Resource Management (SHRM) Disaster Preparedness Survey (2005), ix, 2
resources available from, 38
self-assessment instruments, 32
Software, on-demand and software as a service, 129
Spasmodic work patterns, 96
State of denial re: disaster planning, 17–18
Strategic decision making, 23
Strategic planning, resources concerning, 138
Symbolic actions, importance of, 14, 105
Telephone tree, 10, 13, 20, 44, 45, 50, 54, 65
sample of, 144
Termination, 100
Timekeeping, 60
Tornadoes, 92
Training
employee assistance staff, 83–84
managers and supervisors, 8, 67, 75, 82–83
need for, 50
workers’ compensation department, 84
Trauma counseling, xiv, 5–7, 9, 10, 14, 19, 40, 70, 73
Ulrich, David, 23
Utility emergencies, employee response to, 153–154
Wal-Mart, 60
Water emergencies, 154
Websites
to communicate with employees, 19, 50, 76, 103
for general information, list of, 138–140
Workers’ compensation, 40, 84–85
Workplace shooting, Edgewa-ter Technology experience, 71–75
Work reassignment, 60
Work Trauma Services, Inc., 116
World Trade Center, 1993
bombing of, 12