Front Desk Security and Safety

by Kildow, Betty A.

• ISBN13: 9780814408261
• ISBN10: 0814408265
• Format: Paperback
• Copyright: 2003-11-17
• Publisher: Amacom Books

Summary

"Front Desk Security and Safety supplies readers with indispensable facts and techniques on issues of safety and security, focusing in on specific responsibilities, emergency preparation and response, and prevention. An important manual no organization should be without, this comprehensive book helps ensure that the proper procedures and materials are in place. It includes: Step-by-step plans for natural disasters, terror threats, service disruptions, medical emergencies, fire, workplace violence, and more Emergency checklists and protocols that front desk people can copy and post at their desk Instructions for conducting safety training and emergency response drills Methods for protecting employees and working with external safety authorities when emergencies arise Techniques for keeping the business running despite sometimes substantial limitations Front Desk Security and Safety is a crucial reference that will help organizations of every kind ensure the safety of their people."

Author Biography

Betty A. Kildow is a Certified Business Continuity Professional (CBCP) with the Disaster Recovery Institute International and a Fellow of the Business Continuity Institute (FBCI). Ms. Kildow has specialized in emergency management for more than fourteen years. She has managed emergency response and business continuity projects for a broad spectrum of businesses and public agencies.

Table of Contents

Acknowledgments	ix
Introduction	xi
The Importance of the Front Desk in the Organization's Safety and Security Program	xi
The Changing Face of Safety and Security	xi
One Size Does Not Fit All	xiii
Chapter 1 Safety and Security Basics	1	(8)
The Emergency Management Program	1	(2)
Safety and Security in Your Organization	3	(2)
Emergency Response Teams	5	(1)
Home Preparedness	6	(1)
How Prepared Are You?	7	(2)
Chapter 2 Front Desk Roles and Responsibilities	9	(22)
Day-to-Day	10	(5)
It's Okay to Say No	15	(2)
Dealing with Angry People	17	(2)
Front Desk Mitigation	19	(1)
Preparedness Responsibilities	20	(2)
Emergency Responsibilities	22	(4)
Post-Emergency Responsibilities	26	(1)
Your Support System	27	(4)
Chapter 3 Being Prepared	31	(12)
Mitigating Threats	31	(3)
Employee Preparedness	34	(1)
Emergency Communication	34	(4)
Disaster Supplies and Equipment	38	(1)
Desk Emergency Kit	39	(1)
Training, Drills, and Exercises	39	(4)
Chapter 4 What to Do When	43	(22)
Calling 9-1-1	45	(1)
Medical Emergency or Injury	46	(1)
Fire	47	(1)
Building Evacuation	48	(2)
Power Outage	50	(1)
Bomb Threat	50	(2)
Hazardous Materials Incident	52	(1)
Violent Incident	53	(3)
Civil Disturbance	56	(1)
Terrorist Attack	56	(4)
Suspicious Packages and Mail	60	(4)
Sheltering in Place	64	(1)
Chapter 5 Developing the Plan	65	(10)
Basic Project Plan for Developing an Emergency Management Program	66	(5)
Emergency Preparedness and Response Plan Outline	71	(4)
Chapter 6 Beyond the Manual-The Human Component	75	(10)
Meeting Special Needs	76	(3)
It's All About You	79	(1)
Heeding Your Intuition	80	(2)
Parting Thoughts	82	(3)
Appendix 1: Glossary	85	(6)
Appendix 2: Readiness Assessment	91	(4)
Appendix 3: Emergency Procedures Checklists	95	(10)
Appendix 4: Tabletop Exercise Guide	105	(10)
Appendix 5: Internet Resources	115	(2)
Index	117	(6)
About the Author	123