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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
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HUMANITARIAN ASSISTANCE
CENTRES
A PLAN FOR THE ESTABLISHMENT AND
OPERATION OF A HUMANITARIAN
ASSISTANCE CENTRE (HAC)
Version 1.0
May 2007
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CONTENTS
DISTRIBUTION AND AMENDMENTS
1. EXECUTIVE SUMMARY
2. AIMS AND OBJECTIVES
3. ACTIVATION / IMPLEMENTATION
4. COMMAND AND CONTROL
5. ROLES AND RESPONSIBILITIES
5.1 Overall
5.2 Local Authorities
5.3 Police
5.4 Health Services
5.5 Voluntary Sector
5.6 Transport Operators
6. OPERATIONAL MANAGEMENT
6.1 Identification of premises
6.2 Risk assessment
6.3 Layout and physical facilities
6.4 Resource planning
6.5 Management and staffing
6.6 Staff welfare
6.7 Closure
7. PUBLIC FACING FUNCTIONS
7.1 Access
7.2 Reception and registration
7.3 Diversity / special needs assessment
7.4 Provision of information
7.5 Virtual centre
7.6 Handling enquiries
8. INTERNAL FUNCTIONS
8.1 Security
8.2 Identification
8.3 Investigation
8.4 Administration
8.5 Finance
9. COMMUNICATIONS PLAN
10. PLAN VALIDATION AND MAINTENANCE
11. LOCATION SPECIFIC INFORMATION (to follow)
11.1 Devon
11.2 Cornwall
11.3 Plymouth
11.4 Torbay
11.5 Isles of Scilly
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APPENDICES
1 Definition of post-incident centres (Devon and Cornwall LRF)
2 HAC management team structure
3 Community Impact Assessment Template
4 Reference material
5 Physical requirements (generic) of a HAC
6 Supplies and Contractors record
7 A – Venue assessment template
B- Venue comparison template
8 HAC Outline Team Meeting Agenda
9 Publicity Leaflets
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DISTRIBTUION AND AMENDMENTS
The following organisations/authorities have jointly developed or been consulted on this plan:
Category 1 Responders
Devon and Cornwall Constabulary
Devon & Somerset Fire & Rescue Service
South Western Ambulance Services NHS Trust
Cornwall County Council
Devon County Council
Council of the Isles of Scilly
Plymouth City Council
Torbay Council
Primary Care Trusts in Devon and Cornwall
Hospital NHS Trusts in Devon and Cornwall
South West Peninsula Health Protection Agency
Distribution will be by means of placing the plan on relevant website(s) and circulating the link
to relevant organisations.
Location specific information must be maintained by each Local Authority.
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AMENDMENTS
Page No Inserted by: Signature Date
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1. Executive Summary
1.1 The consequences of an emergency can be devastating and far reaching for all those
affected, both directly and indirectly, including survivors, families, friends and the
wider community. Regardless of where the event takes place those affected need to
know that there is somewhere that they can access timely and accurate information,
advice and support. The intention of a Humanitarian Assistance Centre (HAC) is to
provide professional advice that is coordinated, consistent and clear, that meets
individuals’ needs and is offered in a sensitive and compassionate manner.
1.2 The purpose of the HAC is to act as a focal point for humanitarian assistance, but
their establishment will also allow the collection of as much information and forensic
evidence from the incident as possible. The HAC will act as a ‘one stop shop’ for
survivors, families and those affected by a particular disaster. Led by the relevant
local authority (either Unitary or County Council), the HAC is intended to be a multi-
agency operated facility that avoids duplication of effort. The HAC will offer
information and assistance to allow those involved to make informed choices
according to their needs. The HAC should ensure a seamless multi-agency approach
to humanitarian assistance in emergencies that should minimise duplication and
avoid gaps.
1.3 The HAC is different from Survivor’s Reception Centres (SRC), Family and Friends
Reception Centres (FRRC) and Rest Centres (RC). Generally, a HAC will not open
until the other centres, which are set up in the immediate aftermath of an emergency,
close. However consideration should be given by the Strategic Co-ordinating Group,
in establishing the HAC, to focus on telephone and website support rather than a
physical facility. Guidance indicates that the facility established should be
proportionate to circumstance. For definitions of the various centres, see appendix 1.
Also, when/if a centre does open, it will be called the XXX Assistance Centre, where
XXX is the term used to describe the disaster or incident.
1.4 The purpose of this plan is to outline the general requirements for establishing and
operating a HAC in the Devon, Cornwall and Isles of Scilly LRF area. The later
sections of the plan include information specific to the four local county/unitary
authority areas covered by the LRF.
1.5 This plan has been based upon guidance issued by the Cabinet Office in September
2005 - Humanitarian Assistance in Emergencies: Guidance on Establishing Family
Assistance Centres and the HM Government publication Humanitarian Assistance in
Emergencies, published October 2006.
1.6 This plan has been prepared and maintained by Devon County Council on behalf of
the Devon and Cornwall LRF Humanitarian Assistance Sub-Group. The working
group producing the plan had multi-agency representation including the British Red
Cross, representing the voluntary sector. The plan and any subsequent changes will
be reviewed by the sub-group and endorsed by the full LRF.
1.7 Comments, requests for further information and copies should be directed to Devon
County Council Emergency Planning Service.
emerplan@devon.gov.uk
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2. Aim / Objectives
2.1 The aim of this plan is to identify the circumstances in which a Humanitarian
Assistance Centre would be established in the Devon and Cornwall LRF area and to
outline how such centres would operate.
2.2 Specific objectives are to:
Identify criteria for activation of a HAC
Identify command and control arrangements
Identify roles and responsibilities for the various agencies involved in responding
to emergencies, through the various phases of opening, operating and closing a
HAC
Document functions and services to be provided for people impacted by the
emergency
Specify the range of requirements of a HAC for the local area
Identify possible suitable premises in the Devon and Cornwall LRF area
Identify the procurement and modification requirements to buildings over a short
space of time to meet the requirements of the HAC, including identifying
personnel responsible
Identify the resource requirements and how the overall operation would be
financed.
3. Activation / Implementation
3.1.1 The decision to open an Assistance Centre would be taken by the multi-agency
Strategic Co-ordinating Group at Gold in consultation with the Chief Executive of the
County or Unitary Authority in whose area the Centre would be operating. The
decision should also be taken in consultation with the Regional Civil Contingencies
Committee (RCCC) if it has been established. The decision to open the HAC will be
based on the following considerations:
The incident should be significant, eg involving multiple fatalities and casualties
Significant numbers of people, from both the LRF area and further away, are
likely to require information and support that will (or is likely to) overwhelm normal
response mechanisms and resources
A diverse range of information and support is (or is likely to) be required which
would best be co-ordinated from one location to maximise collective resources,
minimise duplication of effort, and assist the investigative and identification
processes
A high level of demand for information and support will (or is likely to) continue
over a period of weeks or months
Suitable premises are available (or can readily be adapted) for use and can be
equipped and staffed appropriately.
3.1.2 Whilst there is an emphasis on getting the facility available for the public, it should
only open when fit-for-purpose and ready. It is expected that the Centre would open
48 hours post-incident, if reasonably possible, as initial needs of survivors and
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families and friends will be met in Survivor Reception and Family & Friends Reception
Centres.
3.4 Once the SCG has decided that a humanitarian assistance facility is required, it
needs to consider the nature of the facility. In some circumstances, it may be possible
to build on an initial rest or reception centre, if the facility is suitable, and if the
additional functions for a HAC can be added. Consideration also needs to be given to
providing solely a help line and website enquiry facility. Cost considerations must also
be taken into account before opening a dedicated HAC .
3.5 The HAC will be opened and run according to the operational parameters
documented below in this plan.
4. Command and Control
4.1 The operation of the HAC would be controlled at a strategic level by the SCG (Gold)
for the incident and the SDB of the relevant local authority (see above). When Gold
stands down, as it will do once the initial emergency has past, the reporting line
should be to the local authority led Incident Recovery Group.
4.2 Tactical management of the centre would be undertaken by the HAC Management
Group –a suggested structure is given in appendix 2. Other organisations will join the
group depending on the nature of the incident.
5. Roles and Responsibilities
5.1 Overall responsibility for the management of the HAC rests with the relevant local
authority. The LA will be assisted by other Category 1 and 2 responders and the
voluntary sector.
Detailed roles and responsibilities are as specified below.
5.2 Local Authorities
Role
Local authorities have a responsibility to ensure the economic, social and
environmental well-being of the community they serve. Local authorities will co-
ordinate the provision of welfare support to the community and have a leading
role in establishing key humanitarian assistance facilities.
Responsibilities
Identify and secure the use of suitable premises, including initial risk
assessment
Completion of a Community Impact Assessment, in liaison with the local
Police Community Officers
Set up the HAC
Facilities management of the HAC, in liaison with the owners of the building
Facilitating the provision of Information Technology equipment for
internet/telephone service areas
Provision of managerial level staff to fill certain management roles at the
centre
Provision of administrative staff to assist in the secretariat duties of the
HACMG
Jointly with the local Police, staff the reception area of the HAC
Provision of liaison officers from within departments of the local authority to
provide specialist help, assistance and advice to those attending the HAC
Provision of interpreters, people with special language skills and cultural
advisors
Ensure the health, safety and well-being of persons working within or visiting
the HAC
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Provision of suitably qualified persons to staff the on-site childcare facilities
Plan, co-ordinate, manage and review provisions for meeting the short,
medium and longer-term psychological and social needs of those affected by
the emergency, in liaison with the local PCT
Organise the provision of short and longer-term accommodation, if required
Co-ordinate the voluntary sector welfare response
5.3 Police
Role
The Police lead in any criminal investigation resulting from an incident. Their role
at a HAC is obtaining as much information as possible about missing family
members and friends. The HAC would also facilitate the gathering of forensic
samples, in a timely manner, enhancing the ability to quickly identify loved ones.
A further role of the Police would be to ensure the security of the premises by
collating personal details of those attending the HAC.
Responsibilities
In liaison with the local authority, complete a Community Impact Assessment
Complete security checks on persons entering the HAC
Provision of liaison officers to act as a conduit to the Casualty Bureau
Provision of a senior Police Officer co-opted onto the HACMG
Appoint a Family Liaison Co-ordinator to assist in the effective delivery of the
Police Family Liaison Strategy
5.4 Health Service
Role
The Primary Care Trust (PCT), in whose area the emergency has occurred, will
provide the lead in co-ordinating the wider National Health Service response to
the emergency. The aim will be to deliver optimum care and assistance to the
victims whilst minimising the consequential disruption to healthcare services.
If the scale of the incident requires the provision of a Humanitarian Assistance
Centre, the PCT will assess the requirement for and ensure the provision of
health service representation appropriate to the scale and nature of the
emergency.
Responsibilities
Provide co-ordination of the health response in accordance with the PCT Major
Incident Plan, including responses from Acute Trusts and specialised support
from Mental Health Trusts.
Communications with the wider heath sector, including information flows to and
from the Strategic Health Authority and the Department of Health.
Assessment of the need for mutual aid between local heath service providers,
neighbouring health trusts and via the Strategic Health Authority if required
from further afield
Provision of appropriate support to the Humanitarian Assistance Centre
utilising, community nurses, nurse practitioners, hospital at home staff, health
visitors and administrative and clerical staff.
Assessment of the support available from General Practitioners, Deputising
Services and Co-operatives.
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Provision of information and advice as required based on best practice
guidance.
Provision of a specialist help line if required
Assessment of the effect of the emergency on special care groups
Assessment of the need for long term health monitoring
5.5 Voluntary Sector
Role
Voluntary sector involvement in emergency response in the UK is large and
diverse, offering a range of skills and expertise and many voluntary organisations
can deliver support to the statutory authorities and tailor this support to meet the
needs of individuals affected by the emergency.
Responsibilities
Liaise with the local authority to assist in meeting the practical and emotional
needs of individuals in the HAC
Provision of a liaison officer co-opted onto the HACMG
Specific organisational capabilities are as follows, (this is not an exhaustive list and
there may be other voluntary agencies who can offer support and advice):
Red Cross – Practical and emotional support
– Meeting and greeting
– Signposting
- telephone help lines
- provision of mobility aids, eg wheelchairs
- disaster fund
WRVS – Registration
– Catering
– Signposting
– Meeting and greeting
Salvation Army – Faith support
– Lead on multi faith group
– Practical and emotional support
– Meeting and greeting
– Signposting
St John – First aid support
Ambulance
Samaritans – Telephone help line for bereaved and those in
need of support
CRUSE - emotional support to bereaved
Disaster Action - advice on victim self-help
- HAC establishment guidance
5.6 Transport Operators
Role
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In the event of a transport emergency, some transport operators are likely to wish
to contribute to the response to families, survivors and affected communities in
the aftermath.
Responsibilities
Provision of a liaison officer at the HAC to supply those affected by the
emergency with timely and accurate information
Provision of a Senior Officer co-opted onto the HACMG
Provision of customer care trained staff as required to facilitate the smooth
running of the HAC
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6. Operational Management
6.1 Identification of Premises
“The choice of premise should be made with great care with special attention
paid to whether it will be fit for purpose. Essentially the core function of any
such facility will be to maximise the two way flow of timely and accurate
information between families, friends, survivors impacted communities and
essential responders” – Chapter 4.10 FAC Guidance
6.1.1 The responsibility for identifying and securing the use of suitable premises rests with
the Local Authorities who will co-ordinate welfare support to the community in the
event of an emergency. Local authorities will also be responsible for meeting the
costs of securing the use of premises in the planning phase and for providing the
centre itself in the event of an emergency.
6.1.2 Prior to going to seek suitable premises, the points listed below should be taken into
consideration. A template for use in this respect is included at appendix 7A. Appendix
7B allows comparison of a number of potential sites for HAC’s.
Consider the requirements – the building, layout, facilities and internal features
which may be required for various scenarios
List the possible resources to make the venue appropriate if the building does not
fulfil requirements – ie portacabins, marquees
Location – transport links
Security of the site
Effect on the local community – impact on normal use and local community
Ensure the premises are DDA compliant
Suitability for possible long term use.
6.1.3 Once suitable premises have been identified the following issues should be
considered:
Discuss existing facilities and agreements (catering, cleaning etc)
Discuss changes of use (insurance)
Ensure the owner is fully aware of the use
Discuss SLA or contract, taking account of possible additional cost through
cancellation of normal use
Agree return to normal use
Agree request/initiating process
Does the owner of the premises have a business continuity plan?
6.2 Risk assessment
6.2.1 Once identified, a risk assessment of the premises should be carried out to ensure
that it meets Health and Safety requirements. This will be the responsibility of the
Local Authority. However the following points should also be taken into consideration:
On opening a HAC a dynamic risk assessments should be undertaken by team
leaders in their particular function – any dangers should be reported to the H&S
representative on the HAC MG
A Fire Assessment review should be carried out (new use of the premises)
Community Impact Assessment - communities may be affected in different ways,
dependant upon the nature and cause of the incident. If the victims are
predominantly from one community there may be heightened fear and anger and
the need for increased security. See appendix 3 for example format.
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6.3 Layout and physical facilities
Generic requirements and a suggested layout are given in appendix 5.
6.4 Resource planning
6.4.1 The resources required to open an HAC will vary according to its size. Where
possible arrangements should be made in advance with businesses who may be
willing to donate goods for the HAC (eg furniture, flowers, soft furnishings etc)
6.4.2 Contracts /SLAs should be put in place with suppliers prior to the setting up of the
HAC as part of the planning process (see location specific sections and appendix 6,
which gives a schedule for recording information).
6.5 Management and Staffing
6.5.1 The HAC management and staffing structures will be along the lines laid down in
appendix 2.
6.5.2 Selection and training of staff is at the discretion of each local authority, but it is
important that suitable numbers of staff are identified in advance and given training.
Staff dealing with children should be CRB checked.
6.5.3 Call out arrangements and shift patterns will be the responsibility of centre
management, depending on the nature of the incident. In an emergency the Strategic
Co-ordinating Group (Gold) will be convened at the earliest opportunity. Having
considered the potential scale of the incident the SCG will make a decision on
opening an HAC. This decision will draw heavily on the views of the local authority
where the HAC will be sited. Once the decision has been made agencies involved in
setting up and supporting an HAC will call out their staff through their own call out
arrangements.
6.6 Staff Welfare
6.6.1 Health and safety is paramount along with the need to provide appropriate clothing
where applicable, and safe and comfortable conditions. The welfare of staff and their
psychological needs are as important as for victims and their family and friends.
Volunteering staff, no matter how skilled, should not be encouraged to assist if they
have had a recent bereavement or traumatic event in their lives.
6.6.2 Careful consideration must be given to shift patterns and the familiarisation of staff,
the timescales of which should be decided by the HACMG, and the provision of a
separate room where staff can take regular breaks and relax in comfort away from
the demands of the HAC.
6.6.3 The HACMG may need to consider assistance to suitable staff that have personal
commitments which impinge on their time and would cause them concern, with the
provision of childcare arrangements for example.
6.6.4 Defusing is a process which allows the ventilation of feelings by staff after an incident
or shift. Ideally, everyone concerned should have the opportunity of defusing before
they go home/ off duty. It is important to emphasise that this process will assist in the
alleviation of potential problems that may arise when work-based distress is taken
home – this is not counselling. Trained defusers should be available at the HAC at all
times for this purpose and to help to spot signs of stress occurring in staff at an early
stage/ during a shift, and should withdraw them from duty and put in place
arrangements for their care immediately.
6.6.5 Employers have a duty of care to staff that have experienced stress in the workplace.
They should ensure that workloads of staff that have been working in the HAC are
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managed in their absence to ensure that on their return to normal working practice
they are not faced with unreasonable demands. Line managers should be kept fully
briefed throughout to assist the management of this and must also remain vigilant for
signs of stress in responding staff on their return to work.
6.6.6 Employers should accept responsibility for the longer-term care of those more
seriously affected by the work they have been involved in.
6.6.7 Appropriate training and exercising programmes will help to raise awareness and
should be offered to staff that have volunteered their services to help to prepare them
for the traumatic environment they will be working in, and employers should actively
encourage these staff to take up training opportunities when available.
Recognition of their efforts and thanks should not be forgotten.
6.7 Closure
6.7.1 A Humanitarian Assistance Centre (HAC) is not an immediate Reception Centre or
Rest Centre and its role is likely to be considerably more comprehensive and long
term.
6.7.2 Closure of the HAC cannot be pre determined however an exit strategy will be
decided by the Humanitarian Assistance Centre Management Group (HACMG) in
consultation with the Strategic Co-ordinating Group (SCG) and local authority
Strategic Decision-making Body (SDB) as soon as the HAC is established.
6.7.3 The decision to close the HAC will be based on whether or not its objectives and
purpose agreed at the outset have been achieved. The possibilities of a phased
closure, moving to smaller premises, the provision of a telephone helpline or website
or the transfer to an appropriate agency should be considered. The nature and
circumstances of the individual incident will determine whether these are appropriate
measures.
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7. Public facing functions
7.1 Access
7.1.1 One of the first decisions to be made by the HAC management team is to determine
the requirement for access to the HAC. Opening hours need to be established that
are convenient for those visiting, which will almost certainly require Centres to be
open longer that usual office hours. Initially, the HAC should be open for 24 hours a
day, to be reviewed at the discretion of the HAC MG.
7.1.2 Information about opening hours, car parking, public transport access (all site
specific) must be documented and communicated to the general public (see
Communications Plan below). Also, the level of identification required by visitors
should be specified. All such basic information must be included on the website
supporting the HAC.
7.1.3 The HAC acts as a focal point for humanitarian assistance to bereaved families and
friends and survivors and, where appropriate, to anyone else who has been affected
by the emergency. The facility is available only to those who have a connection to the
emergency in this way. More detail on access is given in the Security section, below.
7.1.4 A detailed access strategy will be developed by HAC MG in the context of the actual
incident.
7.2 Reception and Registration
7.2.1 The reception and registration area must take in to account the agreed security
strategy. This will, in the initial stages be staffed by Police Officers who will record
details and validate all those attending the centre and conduct such physical security
checks as have been deemed necessary. The ongoing staffing of the reception and
registration area will be decided by the HACMG based on their risk assessments and
security strategy.
7.2.2 A simple ‘sign in and sign out’ process must also be adopted to ensure compliance
with Health and Safety and fire regulations. In recording who visits, a brief note
should be made of the interest the individual has in the emergency (eg victim,
relative, friend, etc) and reason for visit (this will be vital information in establishing
the use and need for future centres).
7.2.3 The reception and registration area must also provide practical and physical
resources such as maps of the centre, maps of local amenities (banks, places of
worship, transport routes etc.), access to phones, pens, paper and other ancillary
support items as deemed necessary.
7.2.4 Only those personnel from agencies involved in the running of the HAC having a role
to fulfil will be permitted entry. Anyone wishing to visit the HAC for any other purpose
must first obtain authority from the HACMG and may then visit only by pre arranged
appointment.
7.3 Diversity / special needs assessment
7.3.1 The HAC should be designed to be a comfortable resource facility where people can
access multiple areas of expertise and assistance easily and in a manner that suits
their own needs at the time. All venues must be accessible to the disabled and
sensory impaired, and be child friendly.
7.3.2 Effective communication with victims, family and friends, and the public must be part
of the initial strategy, with local authority emergency planners, social care teams from
across agencies, health professionals, police family liaison officers, and voluntary
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agencies working closely together to ensure the needs of those involved, and the
community, are properly considered.
7.3.3 It will be the responsibility of the local authority social care teams to ensure that the
welfare needs of anyone requiring their help or advice is met.
7.3.4 For non-English speaking people, the assistance of interpreters will be sought along
with the assistance of specific faith support to ensure that an individual’s particular
diet, faith and customs are respected and accounted for as far as possible, allowing
for the fact that both post mortem and the release of bodies within timescales by the
coroner may contravene beliefs and customs in some circumstances.
7.4 Provision of information
7.4.1 The key, essential, function of the HAC is to provide information to individuals that are
in any way impacted by the crisis or emergency. The Centre will never be able to
provide everything that is required, even with access to the Internet and support
agencies, however it will provide a signposting function, to indicate to the individual
concerned where information can be obtained.
7.4.2 Facilities need to be put in place to co-ordinate with any other centre established as
part of the emergency – in particular the Casualty Bureau and all relevant Centres.
Information from these sources will be required by people attending / visiting the
HAC, it is vital there are sufficient facilities, both computers and non-computer based,
to achieve this aim. There are considerations of data protection and security,
particularly in relation to personal information, although the principle is that in an
emergency situation information should be shared between agencies. The SCG
should appoint an Information Coordinator to ensure a consistent approach that is
compliant with the law, who should be on the HAC management team.
7.4.3 Information provided will need to be tailored / added to according to the specific type
of incident that has taken place. However the list below indicates the type of
information that would be expected to be provided:
- Local accommodation details
- Transport
- Representatives of transport operator (e.g. Care Teams)
- Victim Support
- Criminal Injuries Compensation Authority
- Financial support available to victims
- Health risks, including post-traumatic stress disorders (see appendix 9)
- Setting up and running survivor groups
- Foreign & Commonwealth Office
- Officials from foreign governments
- Job Centre Plus/Dept Work & Pensions
- Legal Advisors and Insurance Company representatives
- Humanitarian Assistance Centre (see appendix 9).
Further information sources are given in appendix 4.
7.5 Virtual Centre
7.5.1 Information should also be provided via the Internet. Indeed, in certain circumstances,
to be decided by Gold Control / LA SDB, the HAC would only be provided in virtual
form.
7.5.2 The information listed above is all available on the internet. Therefore any virtual
facility provided would consist largely of links to other sites. However it is necessary
to add some linking text, to ensure consistency and the information given is
coordinated and makes sense.
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7.5.3 It is important that planning takes place in advance to identify likely sources of
information and to provide some form of common linking text.
7.6 Handling enquiries
7.6.1 Phone enquiries of a general nature should not be handled by the HAC, but be
referred to the local authority / other agency general enquiry facility (eg Customer
Service Centre).
7.6.2 The nature of the emergency may be such that a separate facility needs to be
established. In this case, support should be sort from other experienced
organisations, such as the Red Cross. The line should not be established until the
Casualty Bureau has completed its work.
7.6.3 As for the virtual centre, planning is required at local authority level to identify facilities
and resources that could undertake a general phone enquiry role, and how such a
facility should be activated. Such a facility was established by Westminster City
Council in the aftermath of the London bombings. As well as handling general
enquiries, this included the offer of emotional support and provision of relevant
advice.
7.6.4 No access should be given to Media, who must be handled via professional officers
(see Communications Plan, below). Those gaining unauthorised access to the
premises must be removed immediately.
7.6.5 Enquiries by individuals attending the centre should be handled by the information
facilities and support personnel provided.
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8. Internal functions
8.1 Security
8.1.1 It is essential that a full risk assessment is conducted by the Humanitarian Assistance
Centre Management Group (HACMG) in consultation with the Strategic Co-ordinating
Group (SCG) and that this is reviewed on a regular basis in order to establish an
appropriate security strategy. The level of security applied to the HAC will depend on
the nature of the incident and for this reason cannot be predetermined.
8.1.2 The minimum level of security which will be applied to an HAC will however ensure
the vetting of all persons entering and recording of those leaving, and will prevent
unauthorised access (eg Media).
8.1.3 In the initial stages Police Officers will be employed to carry out the security functions
of the HAC however, based on the ongoing risk assessments the HACMG may need
to consider the employment of private security companies or other arrangements.
8.1.4 In some circumstances such as a terrorist incident the use of ‘scanning arches’ may
be required and these can be obtained from the Police Scientific Development
Branch. The use of police search trained officers may also be considered by the
HACMG but a balance must be reached between the nature of the incident and
security measures employed within the HAC.
8.1.5 There should be no use of digital recording devices, unless authorised by HACMG.
The use of mobile phones should be restricted.
8.1.6 On arrival at the HAC all users will be required to provide their name, address and
date of birth and these details will be checked against the Police National Computer
(PNC) and local intelligence indices. Dependent upon the agreed security strategy,
ID such as a passport or driving licence will also be required. In addition basic
questions will be asked of those attending to establish the purpose of their visit and in
some circumstances additional initial questions as required by the Police Senior
Investigating Officer (SIO) or Senior Identification Manager (SIM) may be asked to
assist the investigation or identification procedures.
8.2 Identification
8.2.1 Identification functions will be carried out either by Police Documentation Officers
completing missing persons documentation for the Casualty Bureau, or in the case of
Level 1 or level 2 involvement categories a Family Liaison Officer (FLO) may be
deployed to a family by a Family Liaison Co-ordinator (FLC). All identification
functions will be conducted in line with the strategy set by the SIM.
8.3 Investigation
8.3.1 Investigation functions will be carried out by designated Police Officers under the
direction of the SIO, depending on the nature of the incident.
8.4 Administration
8.4.1 Management meetings will take place, initially, at least daily. Meetings frequency will
be reduced at the direction of the HAC centre manager. The Centre Manager is
responsible for liaising with Control and Command – ie Gold Control, and the local
authority SDB.
8.4.2 Minutes must be taken of all meetings. Actions arising from the meeting must be
considered at the outset of the following meeting. A suggested meeting agenda is
given in appendix 8.
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8.4.3 It is vital that records are kept on all pertinent issues. A HAC Secretariat will be
established under the direction of the HAC centre manager, led by an Administrative
Officer. The function of the Secretariat will include keeping the following records:
- equipment / facilities – maintain all details, eg source, cost, method of payment,
location, security, responsibility for maintenance, maintenance schedule, etc
- staff – develop, document and distribute shift rotas, record time worked, identify
and process overtime claims
- information / advice database – physical and virtual information and advice
represent the core facility at the Centre
- activity records – ie numbers of visitors, by type if possible
- maintenance of records – paper information should be maintained in a physical
filing system; electronic information should be stored in a separate section of the
local authority’s network system (if available), or locally on stand-alone PC’s.
8.4.4 Inevitably information will have to be recorded on computer systems. At this stage
there are no plans to identify in advance particular recording systems. It is assumed
that the Microsoft suite of office systems will be available on whatever desktop PC’s
are supplied (details must be location and authority-specific). Ideally PC’s would be
networked as part of the LA’s ICT infrastructure.
8.5 Finance
8.5.1 Particular attention should be paid to issues of expenditure. Consideration should be
given to:
- Purchasing and procurement of major items of equipment – individual limits to
expenditure authority require to be established in the context of the emergency;
normal rules and regulations regarding tendering, and how flexible these are
during and emergency, must be considered and set by the local authority SDB
and decisions communicated to the HAC management team
- Miscellaneous expenditure – miscellaneous expenditure incurred by staff can be
re-imbursed through an Imprest System. This would be administered by the HAC
Finance Manager. The size of float maintained would be determined by the
Management Team, dependent upon the size, severity and expected duration of
the crisis. Claims must be properly authorised and submitted separately from
routine expenditure
- Payment – a decision is required, in the context of the emergency, to either
operate through the local authority’s usual system or to establish a separate
system. It is anticipated that existing systems would be used in most instances
- Travel Expenses – consideration will also have to be given to re-imburse local
authority and other agency staff for any additional travelling involved in staffing
the HAC. It is expected that each organisation would meet its own staff
expenditure. Consideration would be given to re-imbursing voluntary agency
staff, which would follow established routines, eg when attending and staffing
emergency rest centres.
- All items of expenditure in relation to the emergency should be separately coded,
as part of good management practice, and so that claims can be made at a later
stage
- Audit – to be established – although again usual local authority procedures would
be followed
- Appeal fund – in a major emergency it is highly likely that an appeal fund would
be set up to assist victims. This should be done according to local authority
emergency planning procedures; otherwise, reference should be made to the
British Red Cross Disaster Appeal Scheme, which is a comprehensive guide in
this area.
8.5.2 In terms of reclaiming costs incurred, there is no automatic right to claim under the
Bellwin scheme. Ministers are empowered to decide whether or not to activate a
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scheme after considering the circumstances of each case. The Guidance indicates
that it would be unlikely that Bellwin would be applied in the case of terrorist incidents.
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9. Communications Plan
9.1 General
9.1.1 The nature of the emergency is likely to mean that the local authority emergency
response plan (or equivalent) is invoked. In this case, the existing communications
plan should be followed.
9.1.2 It is vital that the Press and other Media are kept fully appraised of the Centre, its
purpose and facilities, whilst emphasising the need to avoid putting additional stress
on bereaved families likely to already be traumatised by the unfolding crisis.
9.1.3 Because of the multi-agency nature of the HAC work, it is highly likely that Gold
Control would wish to co-ordinate communications, in particular relations with the
Media. In this case arrangements would be made at Gold Control level.
9.2 HAC support
9.2.1 The relevant local authority should appoint a press officer to be on-site to deal with
the media (perhaps with support in the form of a rota of officers from other agencies).
9.2.2 The Press Officer will be responsible for:
- being a focal point for enquiries from the media
- ensuring pooled UK media facility arrangements are in place
- setting up a media pen for the press, close to the HAC and easily facilitated
- fully briefing the HAC management team of media interest and reporting.
9.3 Publicity strategy
9.3.1 Advanced work is required for:
- leaflets (of a general nature) informing the public of the HAC, it’s facilities,
location, etc
- production of such material, say within a week of the incident happening
- a distribution strategy for the material
- website outline design and links to other sites providing pertinent information (see
section above).
9.3.2 Consideration should be given to advanced design work being undertaken for posters
and flyers, together with arrangements for their production immediately post
emergency. It is likely that some of this work would need to be location specific.
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10. Plan validation and maintenance
10.1 Training
10.1.1 Training should focus on raising the awareness of the participants (ie, those named in
the plan or mobilised by it), of the existence of a Humanitarian Assistance Centre
Plan and giving them confidence in the procedures and their ability to carry them out
successfully.
10.1.2 Training will take the form of task-orientated training, organised to satisfy the specific
needs of all functions, individual components and joint requirements of the HAC plan.
10.2 Exercising
10.2.1 Exercises have three main purposes:
To validate plans (validation)
To develop staff competencies and give them practice in carrying out their roles
in the plan (training)
To test well-established procedures (testing)
10.2.2 Crucial elements of the plan will be tested with related exercises. Staff will be trained
in accordance with multi-agency arrangements put in place by the relevant LRF sub-
group.
10.2.3 A timeframe and priority for this plan validation will be established through the
relevant LRF sub-group (Training and Exercising).
10.3 Plan Revision
10.3.1 This plan will be revised at the discretion of the LRF. However, revision to the generic
sections of the plan is unlikely unless there changes to the guidance issued on this
topic, or with practical experience.
10.3.2 It is the responsibility of each local authority to revise any location-specific information
contained in the plan, at their discretion. However, it will be expected that pertinent
information, such as contact details and location plans, should be checked annually,
with a formal revision scheduled once every 3 years.
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APPENDICES
1. Definition of post-incident centres (Devon and Cornwall LRF)
2. HAC management team structure
3. Community Impact Assessment Template
4. Reference material
5. Physical requirements (generic) of a HAC
6. Supplies and Contractors record
7. A - Venue assessment template
B – Venue comparison template
8. HAC Outline Team Meeting Agenda
9. Publicity Leaflets
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Appendix 1
Definition of Immediate Sources of Information and Help in an Emergency
Title Purpose / Definition Timescale
Casualty Bureau Initial point of contact for receiving/assessing Immediate
information about victims, to:
- inform the investigation
- trace and identify people
- reconcile missing persons
- collate accurate information for
dissemination to appropriate parties
Survivor A secure area located close to the incident which Immediate – up to 48
Reception can facilitate police investigations. hours post-incident
Centre (SRC The location will be identified and managed by the
Police
Family and A suitable location for the family and friends of Within first 12 hours
Friends anyone involved in the incident to gather and – up to 48 hours
Reception receive welfare support and care in a safe and post-incident
Centre (FFRC) secure environment. Police Officers and Police
Family Liaison Officers will be able to carry out
interviews, gather and provide information and re-
unite families.
The location will be separate from the Survivor
Reception Centre and will be identified and
managed by the Police
(Emergency) Premises which provide short-term shelter, Overnight – up to 72
Rest Centre warmth and refreshments to evacuated hours post-incident
communities and/or visitors for up to 72 hours.
The provision of welfare, basic care , information
and overnight accommodation in a safe and
secure location.
The responsibility for opening, managing, staffing
the Rest Centre is with Social Care Services,
supported by Voluntary Agencies
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Appendix 2
Humanitarian Assistance Centre Management and Staffing
Appendix 2A Humanitarian Assistance Centre Management Team
Appendix 2B Task Sheets
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Appendix 2A
Humanitarian Assistance Centre Management Team
Likely Nominee /
Role Description Name Contact details
Organisation
Strategic/Senior Manager -
Management Team Chair Overall co-ordination of the Centre
Social Care
Responsible for day to day operation Senior Manager – Social
Centre Manager
of the Centre Care
Manage access to the Centre to staff Initially Police - Longer term
and visitors and provide initial may need to be provided via
Reception and Registration
information about resources available private security companies or
within the Centre other arrangements
Responsible for the building, fixtures
Facilities Manager – and fittings, and on-going Local Authority – Property or
Buildings / Fittings modifications to fit evolving Procurement
requirements
Responsible for installation and
operation of IT and
Facilities Manager – IT /
telecommunications equipment, Local Authority – IT Services
Communications
including connection to the Internet
and to the LA network
Co-ordination of information provision,
both physical and virtual, and sign- Appointed by the Strategic
Information Manager
posting to sources of additional Co-ordinating Group
information
Overall financial management of the
Finance Manager Local Authority Finance
Centre
Responsible for administrative Local Authority general
Administration Manager
support administration
Provide co-ordinated media strategy
Communications/Press Appointed by the Strategic
for the Humanitarian Assistance
Manager Co-ordination Group
Centre
Liaison with and interface to Coroners
Coroner’s Officer Coroner’s Officer
function (if required)
Police Senior Representative Liaison with Police Inspector or above
Provide direction, support and Appointed by Police Senior
Family Liaison Co-ordinator assistance to Family Liaison Officers Identification Manager,
to deliver the family liaison strategy Senior Investigating Officer,
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Likely Nominee /
Role Description Name Contact details
Organisation
or other Senior Police Officer
Deliver the family liaison strategy as
Appointed by the Family
determined by the police Senior
Family Liaison Officer Liaison Co-ordinator
Identification Manager/ Senior
Investigating Officer
Liaison with Health Services,
Health Representative including Acute Hospital Trusts and PCT – Senior Manager
Mental Health Trusts
To represent the voluntary agencies
Voluntary Organisations
who are likely to provide staff to One to represent all agencies
Representative
support the Centre
Provision of appropriate support to
Welfare Support Social Care staff
those affected by the emergency
To manage the care of children and
young people on behalf of survivors, Manager from Children and
Childcare families and friends for the duration of Young People’s Services
their visit to the Humanitarian (local authority)
Assistance Centre
Liaison between transport operator
Transport Organisations and Humanitarian Assistance Centre As required
Management Team
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Appendix 2B
Task Sheets
Management Team Chair
Centre Manager
Reception and Registration
Facilities Manager – Buildings / Fittings
Facilities Manager – IT / Communications
Information Manager
Finance Manager
Administration Manager
Communications/Press Manager
Coroner’s Officer
Police Senior Representative
Family Liaison Co-ordinator
Family Liaison Officer
Health Representative
Voluntary Organisations Representative
Welfare Support
Childcare
Transport Organisations
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TASK SHEET
Management Team Chair
Recommended seniority and organisation
Strategic/Senior Manager – Social Care
Role
Overall co-ordination of the Centre
Tasks
Establish a Management Team and Management Team Office
Arrange and chair regular meetings of the Management Team (at least daily initially) to
discuss the operation of the Centre
Refer to suggested Management Team Agenda at Appendix 8
Actions arising must be considered at the outset of subsequent meetings
Determine the facilities and services required at the Centre both short-term and longer term
– Refer to:
Appendix 4 – Facilities and Services at the Humanitarian Assistance Centre Requiring
Consideration
Appendix 5 - Physical requirements (generic) of a Humanitarian Assistance Centre
Determine the requirement for access to the Centre
Opening hours will need to be established that are convenient for those visiting, which will
almost certainly require the Centre to be open longer that usual office hours, and initially
may need to be open for 24 hours a day
Conduct a risk assessment in consultation with the Strategic Co-ordinating Group (SCG) to
determine a security strategy for the Centre.
A balance must be reached between the nature of the incident and security measures
employed within the Centre
Disseminate agreed security strategy and review periodically
Liaise with Multi-Agency Strategic Co-ordinating Group (Gold)
Liaise with Local Authority Strategic Management Group
Identify and agree overall resource levels and authorise financial expenditure as appropriate
for the operation of the Centre, keeping accurate records for audit purposes
Review/develop information sharing protocol to ensure data protection principles are
adhered to in relation to personal information
Determine strategy for scaling down and/or closure of the Centre in consultation with the
Strategic Co-ordinating Group (SCG) and local authority Strategic Management Group
The decision to close the Centre will be based on whether the objectives and purpose
agreed at the outset have been achieved
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Options may include: Phased closure; moving to smaller premises; the provision of a
telephone help-line or web-site; transfer to an appropriate agency
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TASK SHEET
Centre Manager
Recommended seniority and organisation
Senior Manager – Social Care
Role
Responsible to the Centre Chair for the day to day operation of the Centre
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Setting up
Establish the functions necessary to meet the information needs of people affected by the
incident
Ensure all staff and volunteers are briefed on their arrival at the Centre
Arrange for signs to be erected
Management
Implement strategy as determined by the Centre Chair
Ensure the Centre is adequately staffed at all times
Ensure function Supervisors direct requests for additional resources, supplies or services
through the Centre Manager
Review the availability of the resources at the Centre and inform the Centre Chair of any
additional requirements
Keep Centre Chair regularly updated on actions taken
Maintain a log of significant events whilst the Centre is in operation
Staff welfare
Maintain a register of all staff and volunteers within the Centre (showing times of arrival and
departure)
Establish a shift system for an extended period of operation
Ensure that provision is made for a separate staff rest and refreshment area
Ensure that function Supervisors arrange refreshments and rest periods for all
staff/volunteers working within their area
Ensure staff have an opportunity to be debriefed at the end of their shift, and ensure they
are aware of support available after the emergency
Health and Safety
Carry out fire prevention and Health and Safety checks in liaison with site operator
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Ensure all staff/volunteers are familiar with fire precautions
Information
Liaise with Information Manager to publicise information about opening hours, car parking,
public transport access, level of identification required by visitors etc.
Ensure support to ensure that faith and customs are respected as far as possible, allowing
for the fact that both post mortem and the release of bodies within time-scales by the
coroner may contravene beliefs and customs in some circumstances
Communications
Ensure that adequate communications are available for the management of the Centre, (BT
can provide additional telephone facilities)
Ensure access to interpretation facilities for people affected who do not speak English as
their first language
Closing down
Arrange for the Centre to be returned to its normal use
Arrange for all documentation, log sheets, Registration, De-Registration forms etc to be
collated
Attend de-briefings as required
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TASK SHEET
Reception and Registration
Recommended seniority and organisation
Initially Police – Longer term may need to be provided via private security companies or other
arrangements
Role
Manage access to the Centre to staff and visitors and provide initial information about resources
available within the Centre
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Record details of people attending the centre to ensure compliance with Health and Safety
and fire regulations, to enable security checks to be carried out as required, and to be used
in post incident evaluation of the use of the Centre
Visitors will be required to provide their name, address and date of birth, purpose of the
visit and category (e.g. victim, relative, friend, etc). Dependent upon the agreed security
strategy, ID such as a passport or driving licence may also be required
Anyone wishing to visit the Centre for purposes other than support (e.g. news media
representatives) must be referred to the Management Group
Conduct physical security checks on people visiting the Centre as required by the Centre
Security Strategy
Details will be checked against the Police National Computer (PNC) and local
intelligence indices
In some circumstances additional questions may be asked as required by the Police
Senior Investigating Officer (SIO) or Senior Identification Manager (SIM) to assist the
investigation or identification procedures
In some circumstances scanning arches may be required
The use of police search trained officers may also be considered
Any person gaining unauthorised access to the premises must be removed immediately
Provide layout plan of the Centre and details of information and resources available
Digital recording devices including mobile phones will not be allowed into the Centre unless
authorised by the Management Group
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
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Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
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TASK SHEET
Facilities Manager – Buildings / Fittings
Recommended seniority and organisation
Local Authority – Property or Procurement
Role
Responsible for the building, fixtures and fittings, and on-going modifications to fit evolving
requirements
(Whilst there is an emphasis on getting the facility available for the public, it should only open
when fit-for-purpose and ready. It is expected that the Centre would open 48 hours post-
incident, if reasonably possible)
Tasks
In conjunction with the Management Group, determine the facilities and services required at
the Centre both short-term and longer term – Refer to:
Appendix 4 – Facilities and Services at the Humanitarian Assistance Centre Requiring
Consideration
Appendix 5 – Physical requirements (generic) of a Humanitarian Assistance Centre
Co-ordinate the work required to make physical alterations, equip and furnish the centre –
Refer to:
Appendix 6 – Supplies and Contractors record
Liaise with the Management Group regarding resource implications
Liaise with the IT and Communications Manager
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TASK SHEET
IT and Communications Manager
Recommended seniority and organisation
Local Authority – IT Services
Role
Responsible for installation and operation of IT and telecommunications equipment, including
connection to the Internet and to the LA network
Tasks
In conjunction with the Management Group, determine the communication facilities and
services required at the Centre both short-term and longer term – Refer to:
Appendix 4 – Facilities and Services at a Humanitarian Assistance Centre Requiring
Consideration
Appendix 5 – Physical requirements (generic) of a Humanitarian Assistance Centre
Co-ordinate the work required to establish IT and communications resources – Refer to:
Appendix 6 – Supplies and Contractors record
Liaise with the Management Group regarding resource implications
Liaise with the Facilities Manager – Buildings / Fittings
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TASK SHEET
Information Manager
Recommended seniority and organisation
Appointed by the Strategic Co-ordinating Group
Role
Co-ordination of information provision, both physical and virtual, and sign-posting to sources of
additional information
Tasks (Also refer to Generic Tasks at the end of this task sheet)
In conjunction with the Management Group, determine what information resources and
personnel should be present at the Centre – Refer to Appendix 4.
Provide Reception/Registration with layout plan of the Centre and details of the information
resources available
Publicise information about opening hours, car parking, public transport access, level of
identification required by visitors etc. – Use should be made of;
News media
Website(s)
Posters
Leaflets – Consider:
The size of print on written material (14 point minimum) to ensure people with visual
impairments can read the information
The needs of individuals who may have difficulty receiving and understanding the
information – e.g. people who are hearing impaired, visually impaired, or don’t speak
English as a first language
Helplines
Other responding agencies
Liase with the Management Group to obtain up-to-date information on the incident
Co-ordinate with any other centres established as part of the emergency
Establish and maintain an Information Point with:
Maps/details of local amenities (banks, accommodation, places of worship, transport
etc.),
Pens, paper and other items as required
Notice boards on which information bulletins and other information can be posted – If
possible, include details of when information will be updated.
Information leaflets, e.g.:
- Processes involved (e.g. the role of the Coroner)
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- Stress reactions, signs and symptoms
- Help and support that is available
- A range of leaflets are available from the charity organisation Disaster Action
(www.disasteraction.org.uk )
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
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TASK SHEET
Finance Manager
Recommended seniority and organisation
Local Authority Finance
Role
Overall financial management of the Centre
Tasks
Attend Management Team meetings as required
Ensure purchasing and procurement of resources are managed in accordance with existing
arrangements e.g. Financial Regulations/Standing Orders
Allocate specific Cost Code/Budget Head for expenditure relating to the incident
Establish appropriate Petty Cash fund for miscellaneous expenditure
Maintain day-to-day details of financial expenditure and commitment to enable the total cost
of the response to be calculated and audited
Ensure costs associated with voluntary agency support are identified as soon as possible
Ensure cost recovery procedures are implemented where appropriate, e.g. Bellwin Scheme
Consider the impact on future budgets should there be a shortfall or delay in reimbursement
Consider the management of financial donations made by the public – Liaise with the British
Red Cross regarding activation of an Appeal Scheme as an alternative to the council
managing a fund
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TASK SHEET
Administration Manager
Recommended seniority and organisation
Local Authority general administration
Role
Responsible for administrative support
Tasks
Administer and support Humanitarian Assistance Centre Management Team Meetings:
Co-ordinate meetings
Produce and circulate agendas, minutes, supporting documentation
Carry out other administrative tasks as required to support the Management Team. Tasks
may include:
Maintain inventory of equipment / facilities – e.g. source, cost, method of payment,
location, security, responsibility for maintenance, maintenance schedule, etc.
Develop, document and distribute shift rotas, record time worked, identify and forward
overtime claims for processing
Collate/source physical and virtual information and advice
Collate records – i.e. visitor details
Maintenance of records
Paper information should be maintained in an appropriately secure filing system
Electronic information should be stored on the local authority’s network system. If stored
on stand-alone PC’s information must backed-up daily and stored appropriately
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TASK SHEET
Communications/Press Manager
Recommended seniority and organisation
Appointed by the Strategic Co-ordination Group
Role
Provide co-ordinated media strategy for the Humanitarian Assistance Centre
Tasks
Develop a co-ordinated media strategy for the Humanitarian Assistance Centre ensuring
close liaison with all relevant organisations as required – Refer to existing Major Emergency
Communications Plan if appropriate
Brief the Centre Management Team regarding media interest and reporting arrangements
Liaise with the Strategic Co-ordinating Group regarding wider news media output
Ensure the continued sustainability of the media response:
Consider mutual aid support from other organisations
Consider support from Central Government resources
Consider the need for a Media Briefing Centre – Refer to existing Major Emergency
Communications Plan if appropriate
Liaise with the Information Manager regarding contact numbers, and advise on what
information can be released to the public
Keep the news media briefed:
Provide information regarding the Centre’s purpose and facilities
Emphasise the need to avoid putting additional stress on bereaved families and friends
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TASK SHEET
Coroner’s Officer
Recommended seniority and organisation
Coroner’s Officer
Role
Liaison with and interface to Coroner’s function
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Provide information on the role of the Coroner and processes involved, particularly if an
Inquest or Post Mortem examination is required
Liaise and co-ordinate with the Family Liaison Co-ordinator to ensure consistency of
information
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Police Senior Representative
Recommended seniority and organisation
Inspector or above
Role
Liaison with Police
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Provide information to the Humanitarian Assistance Centre Management Team relating to
the incident
Note:
All identification functions will be conducted in line with the strategy set by the Senior
Identification Manager (SIM)
Identification functions will be carried out either by Police Documentation Officers
completing missing persons documentation for the Casualty Bureau, or in the case of
Level 1 or level 2 involvement categories a Family Liaison Officer (FLO) may be
deployed to a family by a Family Liaison Co-ordinator (FLC)
Investigation functions will be carried out by designated Police Officers under the
direction of the Senior Investigating Officer (SIO) depending on the nature of the
incident
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Family Liaison Co-ordinator
Recommended seniority and organisation
Appointed by Police Senior Identification Manager, Senior Investigating Officer, or other Senior
Police Officer
Role
Provide direction, support and assistance to Family Liaison Officers to deliver the family liaison
strategy
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Appoint Family Liaison Officers to appropriate families
Liaise with the Coroner/Coroner’s Officer to ensure consistency of information
Liaise with statutory investigation bodies where appropriate to obtain information regarding
the circumstances of the incident and to provide timely and accurate information about the
progress of any enquiry
Liaise with Welfare Support function to ensure Family Liaison Officers receive appropriate
information about support available to their families
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Family Liaison Officer
Recommended seniority and organisation
Appointed by the Family Liaison Co-ordinator
Role
Deliver the family liaison strategy as determined by the police Senior Identification Manager/
Senior Investigating Officer
Tasks
Gather information and evidence from the family as directed
Keep the family informed of any developments in the investigation and recovery operation
Liaise with the Family Liaison Co-ordinator regarding additional support to meet the needs
of families
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Health Representative(s)
Recommended seniority and organisation
Primary Care Trust (PCT) – Senior Manager
Role
Liaison with Health Services, including Acute Hospital Trusts and Mental Health Trusts
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Establish communications links with the appropriate PCT Major Incident Control.
Provide health service advice to the Humanitarian Assistance Centre Management Group.
Assess the requirement for appropriate health service representation according to the scale
and nature of the emergency.
Locally manage the health service assets deployed to the Humanitarian Assistance Centre
in support of the identified requirements.
Liaison between the Humanitarian Assistance Centre and the receiving Acute Hospitals
through the PCT Major Incident Control
Provide situation reports to the Primary Care Trust Major Incident Control, to the agreed
frequency and content.
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Voluntary Organisations Representative
Recommended seniority and organisation
One to represent all agencies
Role
To represent the voluntary agencies who are likely to provide staff to support the Centre
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Managing the contribution of Voluntary Agency staff
Ensuring clarity of role, that staff are suitably trained/qualified for roles allocated
Ensure parent agencies are briefed on a regular basis
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Welfare Support
Recommended seniority and organisation
Social Care Staff
Role
Provision of appropriate support to those affected by the emergency
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Assist with specific information as required
All enquiries or information about relatives or friends must be referred to the Police
Identify information on further sources of support and provide as required
Co-ordinate support to assist with:
Assistance to contact family and friends
Arranging transport - Details of travel companies, taxis, train and bus timetables
Finding temporary accommodation
- Liaise with Tourist Information regarding details of accommodation, vacancies,
costs etc.
- Enable/assist to make contact with insurance companies
Financial advice and assistance - Liaise with the Benefits Agency regarding immediate
financial assistance
Further sources of support
Assist or enable people to make their own arrangements – Where possible provide access
to:
Telephones
Internet
Telephone directories
Pens and paper
Interpretation Service
Assist with arrangements to view the deceased (Arrangements should be co-ordinated by
the Police)
Assist with arrangements for people to visit the scene of the incident
The Police will co-ordinate arrangements
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Logistical support may be required
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Child Care Facility
Recommended seniority and organisation
Manager from Children and Young People’s Services (local authority)
Role
To manage the care of children and young people on behalf of survivors, families and friends for
the duration of their visit to the Humanitarian Assistance Centre
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Ensure childcare area fit for purpose
Ensure child care area staff and voluntary agency helpers are CRB checked
Provide a safe and comfortable area to meet the needs of children and young people, and
nursing mothers and their babies/ toddlers
Provide refreshments for nursing mothers/ toddlers, and any equipment required
Ensure adequate facilities are provided for the disposal of nappies, and the provision of
soap, water, and towels, if needed
Ensure plenty of entertainment is available for children, i.e. board games, books, cards,
toys, paper and crayons
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
TASK SHEET
Transport Organisations
Recommended seniority and organisation
As required
Role
Liaison between transport operator and Humanitarian Assistance Centre Management Team
Tasks (Also refer to Generic Tasks at the end of this task sheet)
Provide customer care trained staff as appropriate to assist those affected by the incident
Provide information about any action the transport operator is, or will be taking in response
to the incident
Generic Tasks
Maintain a list of all staff/volunteers working in the functional area and ensure staff sign in
and out at the start and end of their shift
Brief staff/volunteers on their duties and functions
Issue tabards/identification
Ensure areas are clearly signed
Maintain a log of significant events
Attend Management Team meetings as required
Refer any enquires from the news media to the Centre Manager
Keep the Centre Manager regularly updated on actions taken
Arrange refreshments and rest periods for staff/volunteers
Inform the Manager of additional staffing and resource requirements
Ensure staff have an opportunity to be debriefed at the end of their shift
Ensure time is allowed for an effective hand over to the next shift
Remind staff to be aware that some of those affected by the incident may not speak English
as their first language, and/or may have specific cultural and religious needs. Supervisors
should be advised of any requirements to meet these needs, and report these to the Centre
Manager
Make staff aware of information sharing protocol to ensure data protection principles and
information security are adhered to in relation to personal information
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Appendix 3
Community Impact Assessment Template
Title Community Impact
Name of Operation
Purpose To assess the impact on communities of XXX
incident and suggest policing options to reduce
or remove that impact
Date/Time
Author
Review When significant new information/events happen
Information
Impact Assessment Process
This document is valid only for the time that the information contained within it remains current.
The document will set out a brief indication of possible community impact. This is followed by an
indication of communities that may be affected and a brief outline of anticipated impact.
Specific risks are identified in the following section, with options for policing following.
The document should, therefore, enable appreciation of potential impact on specific
communities and enable planning to cope.
Communities That May be Affected
Specific Risks
Policing Options
Community Reassurance Lines
Press Lines
Community concerns
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
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Appendix 4
Reference Material to support information provision at an Assistance Centre
The Department of Culture, Media and Sport assessed the needs of people in an emergency
and focussed on 5 themes:
Emotional support and advice
Information about bereavement and further sources of support
Assistance in making contact with appropriate agencies and resolving problems
Multi-faith and multi-cultural support
Financial and legal advice
To this end, the organisations offering support to those affected by emergencies have been
divided into these five themed topics. Many organisations provide support across the five
themes but to avoid duplication, have only been entered under one theme.
_______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Emotional Support and Advice
Support Offered
Organisation Telephone No Web Address
The Traumatic 0207 530 3666 www.tsc.org.uk National organisation specialising in PTSD – provide assessment and therapy
Stress Clinic for those who have been affected by traumatic events such as disasters
ASSIST Trauma 01788 560800 www.assist-trauma-care.co.uk National organisation offering support and self-help in surviving trauma
Support Care
Cruse- 08457 585565 www.crusebereavementcare.org. National organisation offering counselling, advice and opportunities to meet
Bereavement uk bereaved people throughout the UK
Victim Support 0207 735 9166 www.victimsupport.org.uk National organisation offering practical help and advice and emotional support to
victims and their families
British Association 08704 435 252 www.counselling.co.uk Will supply list of counselling organisations and practitioners within your area,
of Counselling and including their specialisation and fees (some do not charge)
Psychotherapy
The Samaritans 08457 909090 www.samaritans.org.uk National organisation providing 24hr service to all those going through a
personal crisis
British Red Cross 0207 877 7250 www.redcross.org.uk The BRCS responds to emergencies from major incidents to evacuations, floods
Society and fires and offers support to those affected
NHS Direct 0845 4647 www.nhsdirect.nhs.uk National organisation providing support, guidance and signposting to other
professional agencies
WRVS 02920 739016 www.wrvs.org.uk Provision of emergency support to local authorities – wide knowledge and
experience base
Plymouth Guild of 01752 201766 www.plymouthguild.org.uk A local organisation providing health and social care services in partnership with
Voluntary Service other voluntary agencies and statutory organisation.
NB: Other local areas have ‘Compacts’ or ‘Council for Voluntary Service’
organisations aimed at promoting community support and cohesion and
providing similar services to those listed above
MIND 08457 660163 www.mind.org.uk Mindinfoline (national helpline) offers confidential help on a range of mental
health issues, emotional distress and special legal services
RoadPeace 08454 500355 www.roadpeace.org National organisation providing information and advice to road crash victims
(bereaved or injured)
______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Information about Bereavement and Further Sources of Support
Support Offered
Organisation Telephone No Web Address
National 0845 226 7227 www.natbp.org.uk National bereavement charity offering help to families after both traumatic and
Bereavement other deaths. Specialises in issues relating to post mortems, repatriation
Partnership processes and related issues
Coroner’s Officers 01323 414067 www.coronersofficer.org.uk National association giving advice on the coronial system in England and Wales
Association
Disaster Action 01483 799066 www.disasteraction.org.uk National organisation seeks to represent the interests of survivors and the
bereaved in such a way that empowers those directly affected to regain control
over events
The 0117 953 9639 www.tcf.org.uk National organisation offering bereaved parents the opportunity to share
Compassionate experiences (local groups throughout the country) – also offers a series of
Friends leaflets
______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Assistance in Making Contact with Appropriate Agencies and Resolving Problems
Support Offered
Organisation Telephone No Web Address
Missing Persons 0500 700 700 www.missingpersons.org UK Charity dedicated to helping missing people and supporting their families
Helpline whilst they wait for news
Foreign and 0207 270 1500 www.fco.org.uk Consular Directorate of the FCO will be involved in the aftermath of any
Commonwealth overseas disaster affecting British nationals
Office
Department for 0845 877 0002 www.jobcentreplus.gov.uk Help and advice on making benefit claims
Work and Pensions
Citizens Advice www.citizensadvice.org.uk Help and advice concerning issues relating to:
Bureau Benefits
Consumer and Utilities
Housing
Employment
Legal
Relationship
Tax
Health
Education
Civil Rights
Age Concern 0800 009 966 www.ageconcern.org.uk Information line that offers detailed written information to older people and their
families on a range of issues including benefits, care and housing
______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Multi-Faith and Multi-Cultural Support
Organisation Support Offered
Telephone No Web Address
The InterFaith 0207 931 7766 www.interfaith.org.uk The network links 97 member organisations. It provides information on faith
Network for the UK communities and on inter-faith affairs
Plymouth Religious 01752 254438 www.plymouthrcrc.co.uk A local charitable trust supported by members of different faith communities
and Cultural
Resource Centre
Salvation Army 08456 340 101 www.salvationarmy.org.uk A National organisation providing assistance for those seeking faith and
cultural support
______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Financial and Legal Advice
Organisation Support Offered
Telephone No Web Address
Law Society 0207 242 1222 www.lawsociety.org.uk National society who are able to signpost to law firms specialising in the
disaster field
Criminal Injuries 0800 358 3601 www.cica.gov.uk Administers the criminal injuries compensation scheme
Compensation
Authority
Law Centres 0207 387 8570 www.lawcentres.org.uk A national organisation providing free advice for those needing financial
Federation assistance about legal matters
Association of 08706 091958 www.apil.com National organisation who will provide a list of accredited lawyers specialising
Personal Injury in the area of personal injury law
Lawyers
INQUEST 0207 561 0799 www.inquest.org.uk National organisation providing an independent free legal and advice service
to bereaved families and friends on the inquest system
______________________________________________________________________________________________
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Other Agency Support to HAC
Police
Local Authority
Transport Providers
Representative from ‘polluter’ – ie company involved in
disaster (if applicable)
BT – telephone banks
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Facilities and Services at HAC Requiring Consideration
Facility/Service Essential Non-Essential
Areas
Registration Area
Security
Reception Area
Waiting Area
Quiet Area
Refreshment Area
Faith Area
Interview Area/Rooms
Children’s Area
Smoking Area
Communications
Phones
Internet
Chargers for Mobiles
Staffing
Briefing Room
Rest Area
Workstations
Admin Office
Canteen for Staff
Facilities
Drinking Water
Toilets (including disabled)
Washing (showering)/Changing
Access (disabled)
Power
Heating / Air Conditioning
Communication Links
Catering/Kitchen Area
Adequate Space
Services
Facility Management
Transport Links
Accommodation nearby
Information Links
Faith Community
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Facility/Service Essential Non-Essential
Services Cont’d
Family Liaison Officers
Local Authority
Community Services
Housing
Crisis Support Teams
PCT Health Service Support
Counselling
Voluntary Sector
Foreign Commonwealth
Office
Interpreters
Insurance/Financial Advisors
First Aid
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Appendix 5
HUMANITARIAN ASSISTANCE CENTRE - PHYSICAL REQUIREMENTS (GENERIC)
Access
Car Parking available or adjacent to good public transport networks
Entrance
Limited means of entry to enable maintenance appropriate level of security
Reception and Registration area
Adjacent to main entrance
Area for Police/Security to check and record details of people attending the Centre
Area for people to wait
Information Point
Room for display boards to show location of local amenities e.g. banking facilities, places of
worship, accommodation, bus routes etc.
Access to interpreters/interpretation facilities
Telephone and Internet areas
Could be part of Information Point
Work Stations
May include:
Casualty information
Casualty Bureau
Police Family Liaison
Coroners representative
Social and health care support
Social Services/Primary Care Trust
CRUSE Bereavement Care/Disaster Action
Multi-Faith support (Salvation Army Ecumenical Support Team?)
Other special needs requirements
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
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Practical support
Accommodation
Transport
Representatives of transport operator (e.g. Care Teams)
Victim Support
Criminal Injuries Compensation Authority
Foreign & Commonwealth Office
Officials from foreign governments
JobCentre Plus/Dept Work & Pensions?
Legal Advisors and Insurance Company representatives
Citizens Advice Bureau
Benefits Officer
Interview rooms
Soundproofed rooms with doors to enable interviews to take place in privacy
Quiet area(s)
Quiet/contemplative area(s)
Childcare facilities
Mini-creche?
Refreshments area
Drinks to be provided
Food to be considered if existing facilities nearby unable to meet varied dietary
requirements
Welfare facilities
Toilets
First Aid – Centre must have sufficient qualified First Aid staff and resources e.g. First Aid
kit, Accident /Occurrence Book
Fire precautions: Check resources adequate – Extinguishers, Fire Procedures signage, staff
aware of Fire Procedures
Staff Areas
Management and administration offices
Briefing rooms
Toilet facilities
Rest Rooms
Refreshments – (Drinks to be provided. Food to be considered if existing facilities nearby
unable to meet varied dietary requirements)
Private area with telephones
General Requirements
All areas to be compliant with Disability Discrimination Act access requirements
Contractors to be employed to carry out works e.g.
- construct interview rooms
- provide additional power points
- lay flooring
Communications
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
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Telephone points
– Telephones and lap-top dial-up for responding agencies
– Telephone points for Information Point/Telephone and Internet Area
– (All agencies expected to supply own resources, e.g. lap-tops, printers, paper, toner
etc)
Electrical sockets for equipment as above
PC’s for Telephone and Internet Area
Furnishings
Weather proof flooring
Tables and chairs for workstations and interview rooms
Coffee tables and easy chairs for Reception, Quiet Area(s)
Bins – non-confidential and confidential waste
Area dividers - Screens/partition panels
Appropriate decorative items (e.g. plants, pictures)
Notice boards
Signs
– Functions/Facilities
– Vacant/Engaged signs for Interview/Quiet Rooms
Environmental
Lighting
Ventilation, fans, air-conditioning, heating
Waste collection - Secure and non-secure
Cleaning
Attached are:
Annex:
8.1 Suggested layout (taken from GOSW document)
8.2 Procurement check list (now appendix 9)
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APPENDIX 6
SUPPLIERS & CONTRACTORS
Local Authorities should note key organisations according to the prompts in the list below.
Alternatively, it may be easier to note below the main contact in the relevant Procurement / Purchasing organisation, as details such as those below can be
subject to frequent change:
Main Procurement Contact
Organisation name Individual / position details Telephone Email
WORK REQUIRED SUPPLYING CONTACT NAME TELEPHONE COST CONTRACT/PROTOCOL
ORGANISATION IN PLACE
(yes/no/restrictions)
Carpentry
General Building
Carpet fitter
Plumber
Florist
Catering
Cleaner
Security
Telecoms engineer
IT support
Electrician
ITEM SUPPLYING CONTACT NAME TELEPHONE COST CONTRACT/PROTOCOL
ORGANISATION IN PLACE
(yes/no/restrictions)
Office chairs
Office desks
Comfortable chairs
Carpet
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Ramping (where necessary)
Occasional tables
Pictures
Fixed, secure
partitioning/soundproofing
Temporary, movable semi-
private screening
Flowers/plants/vases
Tissues
Refreshments
Cleaning products
Television
IT hardware
Children’s toys/ books/
rugs/chairs/tables
Telephones
First aid kits
Additional fire extinguishers
Drinking water (bottled or
water coolers)
Telephones
Café furniture (where
necessary)
Signage
Portable heaters
Portable cooling/fans
Waste paper bins
Additional lighting/desk lamps
Rubber matting (for slippery
floors during wet/icy weather)
Staff lockers
Stationary
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Devon, Cornwall, and Isles of Scilly Local Resilience Forum
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APPENDIX 7A
VENUE SPECIFICATION
(Insert details for each venue identified)
NAME OF VENUE:
ADDRESS:
CONTACTS
OWNING ORGANISATION: LANDLORD NAME:
DAYTIME TEL:
EMERGENCY CONTACT NUMBER:
BUILDING COSTS:
NORMAL USE FOR BUILDING/REGULARITY OF USE:
LOCATION:
(Insert local geographic positioning within estate and road maps)
PUBLIC TRANSPORT LINKS:
Road directions –
Rail –
Bus -
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
DETAILS
SIZE OF OPEN SPACE AVAILABLE: Ground floor -
1st floor -
2nd floor -
3rd floor -
NUMBER AND SIZE OF SEPARATE OFFICES/ROOMS AVAILABLE:
EXISTING REFRESHMENT FACILITIES & PROVIDER DETAILS:
Can existing contract be broken?
EXISTING CLEANING CONTRACT DETAILS:
Can existing contract be broken?
OTHER EXISTING BUILDING SUB-CONTRACTORS:
FACILITIES
DRINKING WATER:
NUMBER OF TOILETS: Standard Male - Standard Female –
Unisex - Disabled -
WASHING/SHOWERING/ADULT & BABY CHANGING FACILITIES:
DISABLED ACCESS:
POWER:
HEATING/COOLING:
SMOKING AREA:
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
EXISTING COMMUNICATION LINKS
CURRENT ANSWERPHONE MESSAGE EXISTS FOR VENUE?
TELEPHONE POINTS:
DATA POINTS/CONNECTIVITY:
TV AERIAL POINTS:
EXISTING VENUE INSURANCES
(Does this cover use of building as FAC?)
BUILDING INSURANCE:
PUBLIC LIABILITY:
CONTENTS INSURANCE:
EXISTING SECURITY ARRANGEMENTS
ASSESSMENTS
TYPE COMPLETED (Y/N) ATTACHED (Y/N)
COMMUNITY IMPACT
DISABILITY
RISK
HEALTH & SAFETY CHECK
DIVERSITY
FIRE
EMERGENCY
EVACUATION PLAN
OTHER AGREEMENTS
TYPE COMPLETED (Y/N) ATTACHED (Y/N)
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
CONTRACT/PROTOCOL
WITH VENUE/LANDLORD
PREMISES BUSINESS
CONTINUITY PLAN
PHOTOS
(insert)
BUILDING PLANS
(insert drawings showing power & communication points/emergency
exits/existing facilities)
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
POSSIBLE FAC LAYOUT
(insert drawings)
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Appendix 7B
Criteria / considerations for premises for Humanitarian Assistance Centre (HAC)
For each Building, look at each factor and apply a score on a scale as follows:
1 - Poor / unworkable
3 - Adequate
5 - meets all criteria well
Consideration See Building A Building B Building C Building D
note
Size / variety of rooms 1
Catering facilities
Meets basic H&S
requirements
Security 2
Transport links
Communications /
communics potential
Cost to LA to acquire 5
facility
Displacement factor 6
Disabled access /
facilities
Ambiance 3
Sustainability – eg for a
number of months
Potential to be subject to 4
an emergency *
TOTAL SCORE
(unweighted)
* Score 5 if no threats, 1 if in flood plain.
1 Sufficient separate rooms to accommodate several functions; includes
registration / reception, interview areas, information areas (possibly several),
welfare area, quiet area, faith area(s), etc
2 Single point of access that is controllable; not easy for Press / snoopers to access
3 Facilities should have good natural light, be relatively quiet and secluded, and
capable of having the interior re-modelled with soft furnishings, plants, pastel
shades, etc.
4 Should not be in flood zone or near COMAH site
5 Likely cost (say) for 3 month occupation (for now, exclude conversion / re-
conversion costs)
6 Impact of suspension of ‘business as usual’ for (say) 3 months for the premises.
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Appendix 8
HAC MANAGEMENT GROUP - OUTLINE MEETING AGENDA
1 Attendance + apologies
2 Last meeting minutes + matters arising
3 Crisis / Emergency status update
4 Progress in establishing HAC and functions
5 Facilities
6 Security and registration
a. Number and type of visitors
7 Finance / admin / record keeping
8 Communications / Media
9 AoB
10 Date of next meeting
Devon, Cornwall, and Isles of Scilly Local Resilience Forum
______________________________________________________________________________________
Appendix 9
Publicity Leaflets
Examples of two publicity leaflets are shown below:
Dealing with a critical incident / traumatic event
Humanitarian Assistance Centre
Emergency Plan and Welfare Handbook – Version 4 April 2007
Usual and Natural Reactions
There may be some physical or mental
Shock May feel ‘numb’ and reactions that develop long after the event,
have difficulty in taking
in what has happened but……………..
Sadness For deaths, injuries and
losses of every kind Remember LRF LOGO
Guilt For not having done
more or for being a You do not have to deal with the
survivor experience or your feelings on
Anger At what has your own – requesting help does
happened, at
whoever has caused not mean you are a failure
it to happen
The injustice or
senselessness of it
You may have some physical reactions, with
or without the feelings described. Sometimes DEALING WITH
ANY CRITICAL
all they may develop long after the event.
The lack of
understanding of Physical reactions can include tiredness,
INCIDENT/
others sleeplessness, nausea, headaches, neck and
The inefficiencies in backache, palpitations, muscular tension,
the ‘system’ tightness in the chest and throat, changes in
Shame
WHY ME
For not having reacted
eating habits and sexual interest.
TRAUMATIC
EVENT
as one would have Mental reactions may be loss of concentration
wished and /or motivation, loss of memory,
nightmares, flashbacks (feeling it is happening
Fear Of ‘breaking down’ or again), hyper vigilance (always on your guard),
‘losing control’, or of a easily startled, and intrusive images.
similar event happening
again Irritability, loss of sense of humour and
Helplessness Feeling out of control of impatience with self and others can put
your feelings and of
what happens to you
relationships under strain. Try to remember LA LOGO
that they too may be suffering additional
Memories Of feelings, of loss, or of stress and do not know how to support
concern for others in you.
STOP
your life
- AND TRY TO ASK FOR WHAT
Disappointment Which can alternate with
hope YOU WANT
Section 8 – Page 80
Emergency Plan and Welfare Handbook – Version 4 April 2007
This leaflet has been prepared on behalf of
Devon and Cornwall and Isles of Scilly Do drive with greater care because your
Multi-Agency Humanitarian Assistance Sub Remember concentration may be impaired
Group to provide information and support
to anyone affected by a critical incident or You are basically the same person Do be more careful generally because
you were before the event and
traumatic event. accidents are more likely to happen at this
time
If you are a survivor, a relative or friend, that talking about the event and
someone living in a community affected by an your feelings can help When to Look for Professional
emergency, or someone that has responded to
or assisted in a relief effort. This leaflet will Some Do’s and Don’ts Help
help you to understand about how you may
feel in the days and months that follow an Don’t bottle up feelings If you feel you are not able to handle
incident and provide you with information intense feeling or physical reactions
about whether you need too seek further Don’t avoid talking about what happened continue
support.
If after a month you still feel numb and
Don’t expect the memories to go away
A critical incident is any event that occurs your feelings are detached
immediately, they may come and go for
outside the normal expectations of any
individual. We all respond differently to any
some time If you have to keep active
given event and it is important to realise that Do take time to be with family and friends If you continue to have nightmares or
the incident itself is not the only determining are sleeping badly
feature of our reactions. When core beliefs Do try to tell your family and friends and
about ourselves or how we see the world are managers how your feel If you have no one or group with whom
challenged this may have an even greater to share your feelings and you feel the
impact. Do express your emotions – it is a mistake to need to do so
think that no one will understand
It is the coming to terms with what has If your relationships or work seem to be
suffering badly
happened that is most difficult and for each Do accept opportunities to share your
individual this will be different. experience with others – they may have If sexual problems develop
something to offer
Reactions are likely to be worse if: If you are having accidents or your work
Do make time to review the experience performance is suffering
There has been a death
within yourself, but try not to isolate yourself
There is a feeling of wanting to have done If you are smoking, drinking or taking
more Do try to keep your routine as much as drugs to excess since the event
There is little or no support from possible
colleagues or family and friends If you are suffering from depression or
exhaustion If you cannot control your
There are already stressful problems in Do take care not to drink or smoke too much.
memories of the event and they are
your life that you are trying to deal with You may feel that it helps initially but it may
affecting your sense of personal well
well become a problem in itself
being
Emergency Plan and Welfare Handbook – Version 4 April 2007
Coroner Information Website information for the HAC
A death should be reported to the Coroner if it is (insert…………………………..)
sudden or unexpected or if the deceased’s doctor Telephone contact number for the HAC
is unable to issue a certificate. The Coroner is
(insert…………………………….) LRF LOGO
then responsible for establishing whether to order
a post mortem and/ or hold an inquest.
Useful Contacts/ Support
In the event of a major incident when the Coroner
is unable to establish a precise cause of death Groups:
immediately, or when identification of victims is Your own Doctor
unclear, it can take days, weeks or months before The National Association of
he/ she is able to provide information about
missing persons or release a body for burial. The
Bereavement Services gives support
and information to bereaved people HUMANITARIAN
ASSISTANCE
Coroner will, however, endeavour to provide (Tel: 010 7709 9090 – 24 hours service
information and release a body as soon as with answer phone)
Cruse – Bereavement Care with
CENTRE
possible so that the funeral arrangements can
proceed. volunteers providing a nationwide
service of the highest standard of
(insert address..)
Once the Coroner is satisfied a body is not emotional support, counselling and
required for further investigative work, a burial or information to anyone bereaved by
cremation certificate or an Out of England death (Tel: 0870 167 1677)
certificate will be issued to enable a funeral to The Samaritans for someone you can
proceed. Where there may be some time delay talk to who will give you support (Tel:
between the death being reported and the matter
being fully investigated, the Coroner may issue an
0845 790 9090 – 24 hour a day.
Disaster Action provides support and (insert
incident name..)
Interim Death Certificate. This will help to deal guidance to those affected by disasters.
with legal affairs. These are people that have themselves
been affected (01483 799 066)
In certain cases a Coroners enquiry will be held Assist Trauma Care offers telephone
into the circumstances leading to the death, which counselling and support to individuals
is formally called an Inquest. and families in the aftermath of trauma
(Tel: 01788 560800 - helpline)
The Coroner is helped by his/her officer – the LA LOGO
Remember
Coroner’s Officer can be contacted (Insert
information about which coroner’s officer this is, You do not have to deal with the
dependent on which location/ county the incident experience or your feelings on your
is in, and how to contact them): own
Emergency Plan and Welfare Handbook – Version 4 April 2007
This leaflet has been prepared on behalf The HAC is a place that will provide co-
of Devon and Cornwall and Isles of Scilly ordinated and professional advice and How to find the Centre: (insert map and general
Multi-Agency Humanitarian Assistance support to everyone affected by the written guidelines giving different points of
Sub Group to provide information about incident, and offer access to clear, timely access/ directions from different main roads)
the Humanitarian Assistance Centre and accurate information. It will act as a
(HAC), where it is situated and how to find focal point for humanitarian assistance
it, and includes useful information and and facilitate the collection of information
contact details. and forensic evidence where needed and
as appropriate.
The Humanitarian Assistance
Centre has been opened to Services available within the
assist survivors of the Centre include (in no particular
order):
incident, their family and
Assistance with special needs,
friends, and the people living welfare support, aids, sensory
in the community affected. services, and transport
Police Liaison Officers
Location and transport links (insert):
Forensic and information gathering in
confidence
Coroner’s Officer
General information
Benefits information
Voluntary agency information and
support
Assistance finding accommodation
Children’s crèche facilities for parents
at the Centre
Internet café
Refreshments
Somewhere to wait for information
Somewhere to be with other people
affected by the emergency
Somewhere to find comfort, support
and understanding
Faith support
Signposting
Interpreters
