Steps to prepare emergency response guidelines

First find out what accidents are most likely to happen in the scene you are in, and where are the most critical nodes when accidents occur. Then break down each step of the handling action so that you can follow it without using your brain. Finally, you can practice it repeatedly in a real scene and make changes at any time. There are no pretense, and this is the guide that can handle the situation.

Two years ago, I helped revise an emergency guide for a local cultural and creative park. The old version that the park brought over at first was modified from a template downloaded from the Internet. It was more than 20 pages thick. After turning two pages, I realized that this thing was purely for inspections - it even wrote correct nonsense like "organize evacuation in time in the event of an earthquake". I didn't even mention that there are two merchants in the park that do live broadcasts of precious metals. There are tens of millions of goods in the safe. In the event of an evacuation, security must give priority to these two companies to guard the entrances to prevent looting.

To be honest, many people make the wrong step in the first step of compiling a guide: squatting in the office and looking at the general template set, without even touching the real risk assets. There have always been two parallel ideas in this industry. There is no distinction between superior and inferior. It all depends on the scene adaptation: one is the "comprehensive coverage camp", which covers high-risk or densely populated scenes such as subways, chemical parks, and tertiary hospitals. Not to mention fires and power outages, even small-probability incidents such as passengers fainting, reagent leakage, and patients' family members losing emotional control must be listed. The emergency guide currently used by Shanghai Metro has 72 subdivided scenarios. Even "passengers spilled milk tea on the escalator" has a corresponding disposal process. ； The other type is the "core risk group". Entities such as small companies with more than a dozen people or community mom-and-pop shops do not need to prepare typhoon or earthquake plans. They can only use them less than once a year. They focus on fire protection, personnel sudden illness, data leakage and other core risks that can directly kill people or lead to bankruptcy. This avoids having too much content and not being able to find it in the event of an accident.

When dealing with risks, don’t just hold meetings with the management; be sure to engage the people working on the front line. Last time I talked to the manager of a milk tea shop in the business district, they said that the most common things that happen are not fires at all, but customers being burned by hot drinks, the ordering system crashing and taking orders, or delivery people having conflicts with customers when picking up food. The plan you wrote on your head in the office is of no use to others.

After the risk list is completed, the next easiest pitfall is to write a bunch of correct nonsense. I have seen too many state-owned enterprises' plans that say "promptly and properly deal with public opinion after it occurs." What does it mean to be timely? What is appropriate? Newbies are completely confused when they see it. For a truly usable guide, the actions must be broken down to the point where there is no room for decision-making: time, responsible person, authority, and specific operations are all written down, just like how to deal with burns in a milk tea shop. Don’t write “comfort the customer immediately”, but write “the cashier on duty takes the medical kit at the front desk within 30 seconds for burns.” The ointment + ice pack are handed to the customer, and the store manager sends photos of the scene and the customer's condition to the regional manager's corporate WeChat account within 10 minutes. Customers who require medical treatment can directly call the community hospital that is a 5-minute walk away. Expenses within 500 yuan will be directly deposited into the reserve fund, without the need to apply for approval first." People always panic when something happens. The more specific the instructions you give, the lower the probability of making mistakes.

Once the guide is written, everything will definitely not be fine. If you lock it in a filing cabinet, it will be just a piece of waste paper. I used the guide you wrote and did two unplanned training sessions, and all kinds of problems came up. Last time we held a fire drill in the industrial park, we deliberately said that there was a fire in the computer room on the third floor. However, the administrator flipped through the manual for a long time and found that it only said "contact the operation and maintenance personnel to cut off the power." It did not mention what the 24-hour telephone number for operation and maintenance was, and they immediately made up for it. There was also heavy rain last summer, and water entered the underground garage. The original guide said to "pile sandbags to retain water." However, in practice, we found that the sandbags collapsed when they were stacked to 80 centimeters. Later, we changed to installing a 1-meter-high water barrier first and then stacking sandbags, which was much easier.

There is also controversy in this area: some people say that the guide should be made as thick and comprehensive as possible, while others say that it should be shrunk into a two-page pocket card and carried on the body. In fact, both statements are correct. For front-line operators in chemical companies, the job management card must be the size of a business card. They should be carried in the pocket of work clothes. If there is a leakage accident, they can take it out and look at it. They can find the operation steps in a few seconds. ； The company-wide master plan can be made thick and archived in the Safety and Environment Department, and can be used as a reference for training and drills without conflict at all.

To be honest, the emergency guide is never "finished". During the epidemic last year, many companies' guidelines had just added the close contact processing process, and they are useless this year. ； Last month, a medical beauty institution opened in the business district, and the original public emergency guideline immediately had to add an item on "handling medical beauty disputes." Don't pursue a one-and-done solution, and don't pursue perfection. If something goes wrong, it can help you save one second of panic and one less fatal mistake. This guide is not in vain.