Why you should train your staff for emergencies

In general, entrepreneurs are aware of possible risks or emergencies. According to a KVK survey (in Dutch), 7 out of 10 entrepreneurs have considered what a crisis would mean for their business operations. Yet two-thirds of entrepreneurs remain vulnerable, as only one-third have actually taken measures. And only 1% have instructed their staff on what they can or must do in an emergency. Even though it is often the staff who must act, for example by switching the till to offline mode or switching on emergency lighting in the premises.

Key roles in an emergency

• It helps to prevent panic and miscommunication if staff know what role everyone within the business has. So, establish the following roles:
• Emergency response officer. As an employer, you must arrange emergency response measures (bedrijfshulpverlening, BHV) and have 1 or more company emergency response officers (BHV'ers). A BHV’er is an employee who has been trained to act in case of an emergency, such as a workplace or industrial accident, or a disaster. They can bring staff, customers, or guests to safety and call in the emergency services. An emergency response officer can help extinguish a small fire. They can also administer first aid, for example if someone is injured or unwell.
• Crisis team. For example, made up of a member of senior management, a communications officer, a facilities manager, and a safety expert or the person responsible for the risk assessment and evaluation.
• Internal communications. Someone on the crisis team who informs all employees about the crisis and provides regular updates.
• External communications. A spokesperson who sends out a press release or email with information about the emergency or disruption.

Make sure that everyone in the crisis team has a clear role and knows which decisions they are authorised or required to make, such as closing the premises or informing external parties. Set out this division of roles in your emergency plan and always have a stand-in available in case of illness or absence.

Inform employees about the crisis team and their tasks, so that it is clear internally who is responsible for what. For example, include this information in your employee handbook.

Informing and training staff

The crisis team oversees drawing up, practicing, and implementing the emergency plan. They are responsible for sharing information and knowledge when an emergency occurs, and also for the preparation. As part of the preparation, they can, for example, create and share the following:

• Checklists on how to act in an emergency
• Floor plans of the premises, including emergency exits and emergency equipment such as fire extinguishers and the first-aid kit
• Guides to working offline with, for example, the till or payment system
• Instructional videos on the use of offline communication tools
• E-learnings on preventing data breaches or cybercrime
• Descriptions of emergency scenarios, including an action plan
• An offline contact list of staff and essential suppliers

Do not forget to inform new employees about the crisis team and the emergency plan. Include this information in the onboarding of new employees. When they join the company, give them a tour of the premises, including escape routes.

In addition, refresher training in first aid and/or emergency response is mandatory. Most certificates are valid for 1 year. So schedule refresher courses.

Communication and accessibility

Ensure that all employees can use alternative communication channels in an emergency. Consider a combination of:

• Offline communication methods. Think of a walkie-talkie or text messaging.
• Offline contact details. Provide each employee with a list of (offline) contact details for the crisis team. Also specify other important emergency numbers or locations, such as the assembly point in the event of a fire and the address of an emergency workplace.
• Emergency instructions. State when and where employees must report in the event of an emergency. Indicate when it is safer to stay at home or at work, and how they can stay in contact if the internet or telephone lines fail.
• Preparation. State how an employee must prepare themselves, such as printing the contact list for home, setting up a text message group, or ensuring they have a charged satellite phone.

Practising emergency situations with staff

Practise scenarios such as power cuts, fire, or evacuation. These exercises provide insight into potential pitfalls, which helps improve the emergency plan and gives employees experience in acting swiftly and safely. You should hold an evacuation drill at least once a year, regularly test emergency communication tools, and simulate a cyberattack or data breach. Evaluate what went well and what did not and ask staff for feedback. They are often the first to spot where communication or procedures were unclear.