Dealing with Emergencies

POLICY: Company staff, volunteer, student, and client safety takes precedence over all other concerns. The Company will endeavor to ensure that all staff are trained and ready to address emergency situations when they arise. This policy covers medical emergencies such as cardiac arrest, seizures, or loss of consciousness. The individual who first responds to the call for help is responsible for coordinating emergency activities.

PROCEDURES: When a health emergency occurs, the following steps are to be taken (adapt as necessary based on the location and the circumstances):

1. Stay with the person to the greatest extent possible. Do not move the person if possible until they have been assessed by medical personnel or someone with first aid training.
2. Page, shout or get help, or ask someone to do this. Explain that there is an emergency and the nature of the problem.
3. Call 911 or have someone call 911. When the call is answered, indicate if you need police, fire, ambulance, or a combination. The 911 caller should identify him/herself, the office location, and the room location where the incident has occurred. Follow the 911 operator's instructions.
4. Notify reception that 911 has been called so that the receptionist can direct emergency response staff upon arrival. If reception is not available and there are other people present on-site, delegate someone to direct emergency response staff.
5. Page for an individual with first aid training or leave reception to issue the page: "An individual with first aid training is needed in [LOCATION] immediately." Repeat.
6. Ensure immediate attention is provided to the client and organize first aid attention until emergency services arrive if necessary.
7. If the emergency occurs in the reception area:
   1. Depending on the nature of the emergency, one reception staff member may usher spectators away from reception or may remove the person concerned to a quiet room nearby.
   2. The other reception staff will either attend to the individual of concern or the other people remaining in the reception area.
   3. Follow steps above (1-6).
8. Management staff should be advised of the situation at the first available opportunity (if they were not on-site or not involved in managing the emergency).
9. An incident report (see Appendix 22 - Incident Report) should be completed and left for the manager.
10. The relevant manager, in consultation with the person who acted as crisis manager, should coordinate appropriate post-incident measures, depending on the nature of the emergency and those involved. These steps may be appropriate immediately following the emergency:
    1. Provide/organize immediate attention and support to all those involved in the emergency, including witnesses.
    2. Provide brief information about the event to others on the site to allay fears and concerns.
    3. Advise staff of support services available to them including EAP debriefing services, EAP Critical Incident Response Team (CIRT), or other supports. Arrange for support if they are needed.
    4. Determine the debriefing needs of any client(s) involved in the incident and make arrangements.
    5. Ensure that transportation is available for individuals who have experienced a traumatic incident and wish to go home. (see Appendix 27 - Agency Provided Transportation Services)
    6. Ensure support from family and friends is available. While it can be helpful to alert those at home that support is needed, consent of the staff member (or client) is required.
    7. A debriefing session should take place within 48 hours of an incident to provide staff with a brief update of the situation and discuss any follow-up. A critical incident debriefing may also be arranged.

Incident Report Example Form

• Date of incident:
• Time:
• Duration:
• Location and Program:
• Participant(s) involved:
• Staff involved:
• Name of Ambulance Attendant / Police Officer and badge # (if applicable):
• Type of Incident:
  • Behavioral
  • Medical
  • Injury
  • Property damage
  • Emergency (specify):
  • Other (specify):
• Description of Incident: (attach another page if more space needed)
• Action Taken: (attach another page if more space needed)
• Follow-Up / Next Steps:
• Staff completing report:
  • Print name:
  • Signature:
• Witness:
  • Print name:
  • Signature:
• Supervisor/Manager:
  • Print name:
  • Signature:

Incidents involving suspected staff impairment will be addressed in accordance with Appendix 26 - Drug-Free Workplace Policy to ensure the safety of clients, staff, and visitors.

All emergency situations, including medical emergencies, behavioral crises, environmental threats, and community-wide incidents, shall be managed in accordance with established organizational procedures. Detailed response protocols, evacuation procedures, communication chains, and continuity planning requirements are outlined in Appendix 23 - Emergency Plan. This appendix provides comprehensive guidance for disaster preparedness, response, and recovery to ensure the safety of clients, staff, and visitors and to maintain operational continuity to the greatest extent possible.