Brisbane City Council
Local Disaster Management Plan
Chapter 3:
Emergency Response Human Services
Sub-plan
2015
Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
References
Table 1 summarises a comprehensive, but not exhaustive list of the many inter-related documents
that provide authority for this Emergency Response Human Services Sub-plan.
Table 1 Emergency Response Human Services Reference List
References
A.
The Queensland Disaster Management Act 2003, current approved edition
B.
Queensland Local Disaster Management Guidelines September 2012
C.
Australian Emergency Management Handbook Series – Handbook 4 – Evacuation
Planning
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
Table of Contents
References ...................................................................................................................................... I
1.0 Introduction .............................................................................................................................. 1
1.1 Audience ................................................................................................................................. 1
1.2 Approval .................................................................................................................................. 1
1.3 Custodian ................................................................................................................................ 1
1.4 Structure of the Plan................................................................................................................ 1
1.5 Media and public information arrangements ............................................................................ 2
1.6 Partner organisations .............................................................................................................. 2
1.7 Financial procedures ............................................................................................................... 2
1.8 Contact list .............................................................................................................................. 2
2.0 Overview .................................................................................................................................. 3
2.1 Purpose................................................................................................................................... 3
2.2 Scope ...................................................................................................................................... 3
2.3 Rationale ................................................................................................................................. 3
2.4 How to use this sub-plan during operations ............................................................................. 3
2.5 Planning and Coordination ...................................................................................................... 3
3.0 Emergency Human Services Operational Team ....................................................................... 4
3.1 Roles and responsibilities of the EHSOT ................................................................................. 5
3.2 Cross Agency Agreements ...................................................................................................... 5
3.3 Operations Teams ................................................................................................................... 5
3.4 Daily operating schedule ......................................................................................................... 5
3.5 Staffing .................................................................................................................................... 5
3.6 Shift handover ......................................................................................................................... 6
3.7 Establishment.......................................................................................................................... 6
3.8 Location and equipment .......................................................................................................... 6
3.9 Procurement ........................................................................................................................... 6
3.10 Communications.................................................................................................................. 7
3.11 Information and task management ...................................................................................... 7
3.12 Accounting procedures ........................................................................................................ 7
3.13 External agencies ................................................................................................................ 7
3.14 Zero Harm ........................................................................................................................... 7
3.15 Fatigue management........................................................................................................... 7
3.16 Staff welfare ........................................................................................................................ 7
3.17 Supporting Standard Operating Procedures (SOPs) ........................................................... 7
Appendix 1 – Evacuation Centre Kit ............................................................................................ 8
Appendix 2 – Acronyms and Abbreviations ............................................................................... 10
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
1.0 Introduction
The Brisbane City Council Emergency Response Human Services Sub-plan is an operations level
plan that sits below the Brisbane City Council Local Disaster Management Plan, prepared under
the terms of the Disaster Management Act 2003 (Qld).
This plan is designed to be a guide for the overall coordination and planning for emergency human
services for people affected by an emergency or disaster event in Brisbane City, primarily covering
evacuation, evacuation centres, volunteer coordination, donations and community support centres
for isolated communities. It may also be used to care for people from other local government areas
(LGAs) who need these services outside their own LGA.
If required the Brisbane City Community Recovery Committee is established by the Brisbane
LDMG to oversee the recovery function of the Brisbane City Council Local Disaster Management
Plan.
Once established, the Community Recovery Committee reports to the Brisbane LDMG on the
adequacy of the planning and operational arrangements for evacuation and emergency response
human services.
1.1
Audience
This plan has been prepared for Council, the Lord Mayor, Brisbane LDMG, Council Business Units,
and key external stakeholders.
1.2
Approval
This Emergency Response Human Services Sub-plan is approved by Brisbane LDMG under the
terms and provisions of the Act.
1.3
Custodian
The MDMO, on behalf of Council, is the custodian of this plan. The custodian has the responsibility
for implementing, evaluating, testing, reviewing and updating this plan. The custodian is also to
ensure proper quality, security, integrity, consistency, privacy, confidentiality and accessibility of
the plan.
The Custodian’s contact details are:
Title:
Contact:
1.4
Manager, Disaster Management Office
+61 7 3403 8888
Structure of the Plan
Emergency Response Human Services Sub-plan: Includes an introduction to the plan, its
structure, purpose and rationale. It also includes a description of roles, responsibilities and
operational issues related to the Emergency Human Services Operational Team (EHSOT).
The Emergency Response Human Services Sub-plan has five sub-plans, which are supported by
Standard Operating Procedures (SOPs). These SOPs are internal documents for Council use only
and are continually updated to reflect improvements and learning in Disaster Management. The
latest versions are available on Council’s Brisbane Incident Management System (BIMS) Online or
through the Disaster Management Office.
 Evacuation Sub-plan: Describes Council’s responsibilities for the evacuation of people in
an emergency or disaster, the system for identifying and documenting evacuation centres
and for establishing, managing, and handing over or closing evacuation centres during an
event.
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Chapter 3 – Emergency Response Human Services Sub-plan 2015
1.5

CBD Evacuation & Reception Sub-plan: Describes the process for evacuating the
Brisbane CBD and the roles of Council to work alongside Queensland Police Service and
other first responders.

Volunteer Coordination Sub-plan: Guides the management of volunteering in emergency
events including spontaneous volunteering, mass volunteering events, corporate
volunteering, team-based volunteering and volunteering in community-led recovery
processes.

Donations Sub-plan: Describes the range of activities undertaken to manage offers of
goods in a disaster or emergency event, including receipt and dispersal of donated items.

Isolated Communities Sub-plan: Outlines the use of Community Support Centres by local
communities that may become isolated.
Media and public information arrangements
Emergencies and disasters are likely to draw significant media interest and there will be a
heightened requirement for public information. The Council response to these needs is to be
coordinated by the Local Disaster Coordination Centre (LDCC), specifically the Crisis
Communications Team.
1.6
Partner organisations
In an emergency or disaster, elements of Council will be required to work with a number of State
agencies and philanthropic organisations. Therefore, Council will establish sound working relations
with all entities that have a role in community recovery. This will include updating each organisation
on this plan each year.
1.7
Financial procedures
All costs associated with the planning, establishment, operation, maintenance and publication of
emergency human services support are to be recorded on the Council financial management
system as a separate function.
1.8
Contact list
The contact list for key persons involved in this Emergency Response Human Services Sub-plan is
available on Council’s BIMS Online.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
2.0 Overview
2.1
Purpose
The Emergency Response Human Services Sub-plan describes Council’s role in community
recovery and the provision of human services and assistance to people affected by a disaster.
2.2
Scope
This sub-plan provides an overall framework and guide to assist with the planning and coordination
of emergency human services in the event of an emergency or disaster in Brisbane. It covers
evacuation procedures, the management and coordination of evacuation centres, volunteer
coordination, donations management and community support centres for isolated communities in
Brisbane. The intention is that all parties involved in human services provision have access to
these guidelines and procedures to enable effective communication, coordination and allocation of
resources.
2.3
Rationale
In accordance with the Queensland Disaster Management System and District Disaster structure,
Council has a role as a first responder to open and establish evacuation centres, to coordinate
emergency human services in partnership with Australian Red Cross and to participate in the
recovery of the community in partnership with State and Federal authorities.
In addition, Council alongside partner agencies is well placed to draw upon an extensive network
of community organisations as well as human and physical resources to have a role in the
management and coordination of volunteers and donations and to support those communities
isolated from the rest of Brisbane in a disaster.
During a disaster, clear guidelines and procedures are critical to ensure all those involved in the
coordination and provision of human services are well equipped to engage in the efficient
mobilisation of large numbers of people across a diverse range of roles, at very short notice.
2.4
How to use this sub-plan during operations
This sub-plan should be used as a guide and reference for identifying the relevant sub-plans and
standard operating procedures and in identifying roles and responsibilities. It should be used in
conjunction with other sub-plans and SOPs within the Brisbane City Council Local Disaster
Management Plan. Chapter 2 of the Local Disaster Management Plan presents a community
profile for Brisbane.
2.5
Planning and Coordination
Community Facilities and Venues (CF&V) Branch within Brisbane Lifestyle Division will lead the
coordination of emergency human services.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
3.0 Emergency Human Services Operational Team
The Emergency Human Services Operational Team (EHSOT) is responsible for the coordination of
emergency human services. EHSOT is part of the Operations Group within the Local Disaster
Coordination Centre (LDCC) when activated.
The role of the EHSOT is to coordinate operations and allocate resources across all aspects of the
Emergency Response Human Services Plan in the event of a disaster. The EHSOT can be
activated independently to the LDCC if required.
The EHSOT is comprised of members from Council’s Community Facilities and Venues (CF&V)
Branch and Connected Communities Branch and Liaison Officers (LOs) from key external
agencies as outlined in the table below.
Table 2: Emergency Human Services Operational Team (EHSOT)
Organisation
Position
Core responsibilities
Brisbane City Council
Branch Manager Community
Facilities and Venues or
delegate
Emergency Response Human Services Subplan
EHSOT Manager
Branch Manager, Library
Services
Brisbane City Council
Manager Inclusive Communities
or delegate
Volunteer coordination
Manager Healthy and Vibrant
Communities or delegate
Evacuation centre coordination
Brisbane City Council
Manager City Venues
Donations coordination
Brisbane City Council
Manager City Hall or delegate
Resupply of community support centres
(isolated communities) (Moggill/Bellbowrie
and Mt Crosby/ Karana Downs)
Department of
Communities, Child
Safety & Disability
Services
Regional Director or delegate
Recovery centres management
Australian Red Cross
Manager Emergency Services
Evacuation centre staffing and management
Lifeline (Accessed
through UnitingCare
Community)
State Manager, UnitingCare
Community Recovery
Operations
Psychological first aid/counselling support at
evacuation centres
Brisbane City Council
Community support centres (isolated
communities)
Advice and emergency human services
support
Outreach at evacuation centres including
assessment
Donations support
Contact details of EHSOT members are located on Council’s BIMS Online system.
Detailed roles and responsibilities related to each sub-plan are outlined in the relevant sub-plans
and SOPs.
It is essential that a robust relationship is established and maintained with other response
agencies. The provision of liaison officers (LOs) from these agencies is fundamental to the flow of
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
information, development of shared situational awareness and overall successful operation of the
EHSOT.
3.1
Roles and responsibilities of the EHSOT
The Manager Community Facilities and Venues will be activated by the Local Disaster Coordinator
(LDC) to assume the role of EHSOT Manager.
The EHSOT Manager will establish the EHSOT in consultation with the LDCC Operations Manager
and will:
3.2

Determine an emergency human services strategy in accordance with the type and scale of
disaster;

Liaise with Emergency Human Services stakeholders on issues, strategies and actions;

Coordinate and manage Council’s response to emergency human services provision;

Manage current operations (next 24 hours) and plan for future operations (24-72 hours);

Assign tasks in accordance with the Emergency Response Human Services Sub-plan for
implementation or action;

Participate in operational planning meetings at the designated times;

Provide information on the progress of Council’s on-ground response and communicate
emerging issues; and

Identify resources shortfalls and seek additional or external support where appropriate and
in accordance with Council procurement guidelines, panels and arrangements.
Cross Agency Agreements
Brisbane City Council has formal Memoranda of Understanding (MoU) with the Australian Red
Cross to manage Evacuation Centres, with Tzu Chi to assist in providing support to evacuees at
established Evacuation Centres (if required), and with Surf Life Saving Queensland to enable
surf lifesaving volunteers, with appropriate training and equipment, to be mobilised and tasked
during natural disasters and other emergency events. Additional MoUs have been established with
St John Ambulance, General Outdoor Advertising, QUT, APA Group, Energex and Bureau of
Meteorology for support in times of crisis.
3.3
Operations Teams
In the event of an emergency/disaster, the EHSOT has four Operations Teams that can be
enacted as required across four capability ‘bricks’. These are:
3.4

Evacuation Centre Support Team;

Volunteer Coordination Team;

Donations Team; and

Community Support Centres (Isolated Communities) Team.
Daily operating schedule
The EHSOT daily operating routine is to synchronise with the BIMS daily operating schedule.
The EHSOT and Operations Teams will have capability to operate 24 hours as required.
3.5
Staffing
The EHSOT will immediately identify staffing and resources for each Operations Team, appropriate
to the level of need in accordance with each sub-plan.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
Staff will be drawn from Brisbane Lifestyle, other Council Divisions and external agencies if
necessary. In accordance with the LDCC SOP, requests for liaison officers from external agencies
are to be made through the LDCC Incident Controller.
3.6
Shift handover
The outgoing EHSOT members are to provide a shift handover briefing for their incoming
counterparts. This brief should cover current and outstanding activities.
The outgoing person remains responsible for their duties until the shift handover is completed and
the oncoming member has accepted the handover.
Once the shift handover is complete, all outgoing staff are to leave the LDCC immediately.
The figure below depicts the structure of the EHSOT and Operations Teams as they relate to the
LDCC structure.
EHSOT Structure
Brisbane City Local Disaster
Management Group (BCLDMG)
Community Recovery
Coordination Committee
(CRCC)
Local Disaster Coordination
Centre (LDCC)
Planning
Operations
Intelligence
Support
Evacuation Centre Support Team
Emergency Human
Services Operational Team
(EHSOT)
Volunteer Coordination Team
Donations Team
Community Support Centres
(Isolated Communities) Team
3.7
Establishment
The EHSOT will be established on direction of the LDC as required in consultation with the EHSOT
Manager.
3.8
Location and equipment
The EHSOT will be located if required at the Development Lounge, North Quay Podium, Level 1,
266 George Street, Brisbane with allocated desks, computers and phones for 10 people. In the
event of a major disaster, an additional 5 people will be accommodated. One representative from
EHSOT will be located in the LDCC.
3.9
Procurement
An Evacuation Centre Kit will be made available to assist staff working at Evacuation Centres. The
contents of the Kit are identified in Appendix 1.
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Chapter 3 – Emergency Response Human Services Sub-plan 2015
3.10 Communications
Refer to the Support Group SOP on BIMS Online for procedures related to computer support and
communications.
3.11 Information and task management
Refer to the LDCC SOP on BIMS Online for procedures regarding information and task
management.
3.12 Accounting procedures
Purchase requisitions shall be undertaken in accordance with Council’s purchasing policy and
should be made through LDCC logistics.
Expenditure incurred through Council business units is to be recorded by each unit. All receipts/tax
invoices for all event-related purchases must be obtained for reconciliation purposes at the
conclusion of the event.
3.13 External agencies
Refer to the Support Group SOP on BIMS Online for procedures on the inclusion of external
Liaison Officers within the LDCC.
3.14 Zero Harm
Council takes workplace health and safety seriously. It protects safety and promotes health by
striving for zero harm to anyone in the workplace, at home or in public spaces through its 'Zero
Harm' policy.
Zero Harm is to be a paramount consideration in any response.
3.15 Fatigue management
Fatigue management is to be monitored and managed by the EHSOT Manager in accordance with
Council policy. More information on fatigue management is provided in the LDCC SOP and the
Workforce Plan.
3.16 Staff welfare
The EHSOT Manager is responsible for the welfare of all persons on shift in the LDCC or other
locations such as evacuation centres.
The Support Manager/Coordinator is to keep an accurate record of staff attendance at the LDCC
and ensure that all pay issues are actioned accurately and promptly in accordance with Council’s
EBA obligations.
3.17 Supporting Standard Operating Procedures (SOPs)
SOPs that support this sub-plan can be found on BIMS Online or in TRIM container
109/555/14/620. They include:

Evacuation SOP;

Volunteer Coordination SOP;

Donations SOP; and

Isolated Communities SOP.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
Appendix 1 – Evacuation Centre Kit
Evacuation Centre Kit

Three (3) bags – marked Evac Centre 1, Evac Centre 2, Evac Centre 3 respectively that
are lockable with combination lock. The combination should be noted in the Management
Manual (see below). The boxes should be on wheels, have handles for ‘wheeling’ along
and not exceed weight of 20kg when fully loaded (see below).
Evacuation Centre Equipment









Mobile phones x 3 and chargers x 3:
o With phone numbers listed in contact lists (see Management Manual)
o Numbers of other phones displayed on back of phones
o One mobile phone marked ‘for Evacuation Centre Team Leader use’
High visibility vests (BCC logo) x 3
Raincoats/ponchos/wet weather gear – x 3 of each
Sun protection – hats x 3
Sunscreen
Six (6) water bottles and small snacks for 3 people
Whistles on lanyards x 3
Torches x 3 with batteries in blister packs
Hand sanitizer gel x 3
Centre Manual













Mobile phone and dedicated line and charger
Evacuation Centres On-Site Management manual including:
o Location maps (how to find the venues/evacuation centres and where to park)
Contact lists including:
o Council’s Local Disaster Coordination Centre (LDCC) contacts
o Brisbane Lifestyle Division/Community Lifestyle Branch contacts;
o Venue/onsite contacts (e.g. centre management)
o External contacts (e.g. Red Cross)
‘Floor Plan’ of each evacuation centre, including emergency exits
‘Set Up Plan’ – how each centre should be set up to accommodate Council Evacuation
Centre Management, Red Cross Management, kitchen/food service, sleeping (including
number of beds/air mattresses), eating (number of tables & chairs), socialising (number of
tables & chairs), etc.
‘Evacuation Plan’ for each centre/venue
MOUs for Red Cross, Surf Lifesaving, and Tzu Chi
‘Roles & Responsibilities Guide’ – laminated A4 sheet detailing scope of responsibilities for
BCC and respective partner organisations such as Red Cross/St John’s Ambulance
Local information pertinent to each Evacuation Centre that can be passed onto evacuees
(ATMs, shops etc.)
Cab Vouchers
‘Onsite Communications’ Log Book
Issues Register for shift and handover
Basic stationery – pens, markers, paper, cardboard, gaffer tape, scissors etc.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015


Basic First Aid Kit
Lightweight Council banners that fit into Evac. Kits
For On-Going Management of the Evacuation Centre:


Checklist – what else needs to be sourced and where to find it (laptops, extra banners etc.).
List of rostered volunteers/Council Evacuation Centre Staff – to be provided to Evacuation
Centre Team Leader once finalised and updated throughout the event.
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Brisbane City Council Local Disaster Management Plan
Chapter 3 – Emergency Response Human Services Sub-plan 2015
Appendix 2 – Acronyms and Abbreviations
ATM
Automatic Teller Machine
BCC
Brisbane City Council
BIMS
Brisbane Incident Management System
Brisbane LDMG
Brisbane Local Disaster Management Group
CBD
Central Business District
CF&V
Community Facilities and Venues
CRCC
Community Recovery Coordination Committee
DMO
Disaster Management Office
EBA
Enterprise Bargaining Agreement
EHSOT
Emergency Human Services Operational Team
LDC
Local Disaster Coordinator
LDCC
Local Disaster Coordination Centre
LDMG
Local Disaster Management Group
LGA
Local Government Area
LO
Liaison Officer
MDMO
Manager, Disaster Management Office
MOU
Memorandum of Understanding
SOP
Standard Operating Procedure
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