Customer Service and Switchboard
Major Emergency Work Instructions
1.
Policy
•
2.
Procedures
•
3.
This work instruction applies to all DSA staff in the event of an emergency.
In all situations the safety of staff is paramount
Bomb Threat – Via Telephone
•
Try to stay very calm and encourage the caller to stay on the line.
•
If the caller hangs up put the line on hold. DO NOT HANG UP.
•
Write down the exact words the caller uses in making the threat and also the gender of the caller.
•
Try to note down any accent, speech patterns, emotional state (eg calm/angry) and background
noises.
•
If possible calmly ask the following questions and note in writing the responses you are given:
-
4.
Where has the bomb been placed?
Which campus is it on?
When was it placed there?
What does it look like?
What will cause the bomb to explode?
What is your name?
Where are you at the moment?
Did you place the bomb?
•
Call 222 as soon as possible (or get a co-worker to call ONLY if this can be done without any break in
the conversation with the caller. Hold up red BOMB THREAT sign).
•
The Supervisor and Security will determine whether evacuation of the building under threat and any
other nearby buildings is required.
Evacuation
•
If in no immediate danger, request all staff to log out of ARC and IPCC.
•
The Co-ordinator or nominee will change the queuing message on the Customer Service line to the
pre-recorded Emergency message.
Thank you for calling Deakin University. Due to unforseen circumstances we have had to suspend
some normal services. We apologise for any inconvenience that this may cause.
If in immediate danger, all staff will evacuate and emergency message will be
activated remotely.
•
Once evacuated Co-ordinator or nominee must call Deakin Central Geelong x71182 or x72067 and
request a staff member located there log onto the Switchboard. Call x71100 and advise the
switchboard operator in Geelong of the situation. Phone the Director’s Office (Ext 72556) to notify of
the situation and request that an ‘All DSA’ staff email alert be sent.
T:\05_OHS\OHS Policies+Procedures\Emergencies\Current\DSA_EmergencyProceduresSwitchboard.docPage 1
Last Updated 30/11/2009
5.
•
No information regarding the situation is to be released to third parties unless otherwise instructed by
the University Media Office.
•
As soon as available, a statement will be released by the University’s Media Office and a further script
supplied to the operating switchboard and Customer Service staff.
Non-Evacuation
•
If it is determined that the threat does not impact upon the immediate area, all staff are to remain in
their work area unless otherwise instructed by the Building Supervisor, Fire Warden or other person of
authority (eg police) to either evacuate or that the threat has passed.
•
Customer Service Officers and switchboard staff are to use the following script (recorded or live) when
the incident has just occurred. This script will be used until DSA has been fully informed by the
Emergency Management Crisis Team (EMCT).
Thank you for calling Deakin University. There is currently an incident on the XXX campus. During this
period normal activities have been suspended. For more information you may care to check the Deakin
website at www.deakin.edu.au. I/We apologise for any inconvenience that this may cause.
6.
7.
•
Information regarding the situation will NOT be released to third parties unless otherwise instructed by
the university media office.
•
As soon as available, a statement will be released by the University’s Media Office and a further script
supplied to the operating switchboard and Customer Service staff.
Major Incident has Occurred - eg Shooter or Threatening Person on Campus or
Exploded Bomb
•
Call 222 and notify them of the situation, giving as much information as you have available.
•
The Supervisor will consult with the Building Supervisor Fire Warden and determine whether
evacuation of the building under threat and any other nearby buildings is required.
Evacuation
•
If in no immediate danger, request all staff to log out of ARC and IPCC.
•
The Co-ordinator or nominee will change the queuing message on the Customer Service line to the
pre-recorded Emergency message.
Thank you for calling Deakin University. Due to unforseen circumstances we have had to suspend
some normal services. We apologise for any inconvenience that this may cause.
If in immediate danger, all staff will evacuate and emergency message will be
activated remotely.
8.
•
Once evacuated Co-ordinator or nominee must call Deakin Central Geelong x71182 or x72067 and
request a staff member located there log onto the Switchboard. Call x71100 and advise the
switchboard operator in Geelong of the situation. Phone the Director’s Office (Ext 72556) to notify of
the situation and request that an ‘All DSA’ staff email alert be sent.
•
Information regarding the situation will NOT be released to third parties unless otherwise instructed by
the university media office.
•
As soon as available, a statement will be released by the University’s Media Office and a further script
supplied to the operating switchboard and Customer Service staff.
Non-Evacuation
•
If it is determined that the threat does not impact upon the immediate area, all staff are to remain in
their work area unless otherwise instructed by the Building Supervisor, Fire Warden or other person of
authority (eg police) to either evacuate or that the threat has passed.
T:\05_OHS\OHS Policies+Procedures\Emergencies\Current\DSA_EmergencyProceduresSwitchboard.docPage 2
Last Updated 30/11/2009
•
Customer Service Officers and switchboard staff are to use the following script (recorded or live) when
the incident has just occurred. This script will be used until DSA has been fully informed by the
Emergency Management Crisis Team (EMCT).
Thank you for calling Deakin University. There has been an incident on the XXX campus. Emergency
Services and the Police have been notified and are/will be in attendance. Unfortunately no further
information is available at this time. For more information you may care to check the Deakin website at
www.deakin.edu.au
9.
•
No information regarding the situation is to be released to third parties unless otherwise instructed by
the university media office.
•
As soon as available, a statement will be released by the University’s Media Office and a further script
will be supplied to the operating switchboard and Customer Service staff.
•
If a caller is seeking information about a relative, family member or staff member. Take down the
following specific details of the person in question, name, age, position /course enrolled in and any
other relevant information. Please also record the caller’s name and contact number. Advise the
caller that they will be contacted as soon as any specific information is available.
•
Details of contacts requiring follow up will be collated and passed on to the Central Command Office.
All Situations - Media Update
•
10.
As soon as available, a statement will be released by the University’s Media Office and a new script
will be supplied to the operating switchboard and Customer Service staff.
Switchboard & Customer Service Script
•
The switchboard and Customer Service staff are to use the statement or script supplied by the Media
Office.
•
No information regarding the situation is to be released to third parties unless otherwise instructed by
the University Media Office.
T:\05_OHS\OHS Policies+Procedures\Emergencies\Current\DSA_EmergencyProceduresSwitchboard.docPage 3
Last Updated 30/11/2009