26-意外事件的处理Managing An Incident.docx

Policy & Procedure: SECURITY P&P026制度&流程：SECURITY P&P026Department: Security Department 部门：保安部Date of Issue: November 9, 2012发布日期：2012年11月9日Page: 9 of 9页码:共9页 第 9 页Subject: Managing An Incident主题：意外事件的处理意外事件的处理Managing An Incident政策Policy酒店拥有368间客房、5家餐厅和11个多功能厅，日常活动极为频繁，因此也有可能发生很多意外事件，包括：With 368 guest rooms, 5 F&B outlets and 11 functions rooms, usual Hotel activity is extremely high resulting in the potential for many incidents to occur, including the following: 工作场所的工伤事故Occupational workplace accidents 犯罪行为，如暴力袭击、客人财产失窃、客房入室盗窃等Crime such as assaults; theft of guest property; Burglary of a guest room 酒店财产损坏Damage to Hotel property 交通事故Vehicle accidents 争议和投诉 Disputes and complaints 员工行为举止不当Employee misbehaviour and misconduct 虚假火灾警报False fire alarms 卖淫者骚扰客人 Prostitutes harassing guests 醉酒客人骚扰公众的行为 Anti-social behaviour by intoxicated guests酒店规定对于异常情况（意外事件）要及时干预、有效管理，从而限制或防止酒店、客人和员工受到伤害。如果没有针对意外事件采取及时、有效的应对措施，则有可能对酒店造成灾难性后果。It is the Hotels Policy that there is timely intervention and effective management of irregular occurrences (Incidents) in order to ensure that potential harm to the Hotel and harm to guests and employees will be limited or prevented altogether. However, incidents that are left to unfold without an immediate and effective response can lead to potentially catastrophic consequences for the Hotel. 本文件将对酒店保安部员工在到达一般性意外事件现场时需要首先考虑的问题（特别是保安与安全问题）给予指导。作为政策性文件，它不会具体说明某些特殊意外事件的处理程序。必须参考针对特殊事件类型制订的特殊政策和程序。This document provides guidance on the primary considerations that should be taken by Hotel Security staff when arriving on the scene of a typical incident, in particular, the security and safety considerations. This policy document does not prescribe specific procedures that must be followed for specific incidents. Reference must be made to specific policy and procedures approved for particular incident types.本文件还规定了发生意外事件时何时需要当地紧急救援机构（特别是警方）的支援或介入。This document also provides guidelines on when incidents require the support or intervention of municipal emergency services, in particular, the Police Authorities.首要问题Primary Considerations很多意外事件发生时，首先到场的都是保安部员工。第一个到达现场的保安部员工首先应考虑以下问题：Many incidents will initially be responded to by a member of the Security Department. The main considerations for the first Security Staff on scene are:1. 风险评估：确定现场当时是否仍存在安全风险，并设法消除Risk Assessment: Identify and neutralise any safety and security hazards and dangers that may still be present at the scene2. 人身安全：寻找受伤、生病或感觉不适的人员并予以协助Life and Limb: Seek and assist injured or sick parties or parties in any discomfort3. 减少损失：防止财产受到破坏或找回遗失财物Limit Loss: Prevent property damage or effect recovery of property 4. 证据：找出用于确定事件发生原因的关键物体、痕迹或环境因素Evidence: Identify objects, marks or conditions vital in determining causes风险评估Risk Assessment1. 导致意外事件发生的危险因素可能还继续存在，例如：An incident may occur as a result of a hazard that continues to present a risk, such as: 火灾报警事件：因裸露的电线导致着火。裸露的电线可能还会导致其它风险。A fire alarm activation incident: Caused by an electrical hazard such as exposed wiring causing a fire to ignite. The exposed electrical wiring will continue to pose a serious danger to others. 入室盗窃事件：擅自闯入的凶犯还在客房内，仍会威胁到其他到达现场人员的安全。Burglary incident: Committed by a violent trespasser still inside the guest room and therefore presenting a continued threat to others attending the scene. 员工生病事件：员工生病的原因是毒气泄漏，这将威胁到其他人的安全。Staff Sickness incident: A staff member who has fallen sick due to a continuing poisonous gas leak that presents a continued danger to others.2. 保安部员工必须考虑到导致事件发生的危险因素仍有可能继续存在。保安部员工必须对现场情况进行简单的风险评估。The Security Staff must consider the possibility of continued hazards that may have caused the incident to occur in the first place. The Security Staff must conduct a brief risk assessment at the scene. 3. 如果未能考虑到危险因素而且未能对潜在的风险进行评估，则可能对到场现场的其他人员造成伤害。Failure to consider hazards and a failure to assess the possible risks could result in further injuries and harm to others that attend the scene.4. 如果发现了危险因素，保安部员工必须提醒事件涉及的其他人员，并应考虑封锁现场以确保安全。 If hazards are detected, Security Staff must alert others also involved in the incident and consideration may be given to blocking the scene off for safety.5. 最理想的状态是消除危险因素或至少使其暂停，以便在处理意外事件时不会伤害到其他人员。例如切断刚刚导致有人受伤的圆形电锯的电源。Ideally, the hazard should be eliminated and neutralized or at least suspended so that the incident can be managed and dealt with without any further risks of harm to others. An example of neutralizing a hazard is switching off the power supply to a circular saw that has just caused an injury.6. 现场的保安部员工必须将风险评估结果通知保安监控室。Security Staff on scene must maintain communication with Security Control regarding the risk assessment of the scene.7. 值班保安主管应提醒保安主任所有意外事件发生时均应进行风险评估。8. The Duty Security Supervisor shall remind the Officers to conduct a risk assessment at all incidents and shall ensure the same when in attendance.人身安全Life and Limb1. 第一个到达意外事件现场的保安主任必须寻找受伤和生病的人员并予以协助，确保他们的健康与安全。 The first Officer on a scene of an incident must seek out and assist any injured or sick parties and ensure their immediate welfare and safety.2. 通知保安监控室伤者的准确位置及伤情描述。保安监控室应通知值班大堂经理和值班保安主管，二者必须立即前往现场。Inform Security Control of the exact location of the injured party and provide a brief description of the injury. Security Control shall inform the Duty Assistant Manager and the Duty Security Supervisor and both must make their way to the scene without delay.3. 保安监控室应立即派距离现场最近、在急救方面训练有素的员工前往现场，并/或联系专业医护人员立即到场。Security Control shall immediately assign the nearest staff qualified in first aid to the scene and / or coordinate the immediate attendance of medical professionals. 4. 如发现或怀疑伤者头部、颈部或背部受伤或者骨折，则不要移动伤者，除非现场极其危险，会危及伤者的人身安全（如火灾等）。If there is any suggestion or suspicion of head, neck or back injuries or any broken bones or fractures then the victim should not be moved unless there is an imminent danger to life due to a serious hazard at the scene (e.g. fire etc).5. 有些伤者可能看不到明显的受伤痕迹，便他们可能受到了惊吓。要确保对他们进行安抚，并将其安排在舒适、私密、安静的地点，以便恢复。Injured parties may not show visible signs of injuries however, the victim may be in shock. Ensure that the victim is reassured, comfortable and taken to a suitable private and quiet location to aid recovery.6. 如果伤者依然清醒，能够谈话，则应询问他们是否需要急救车。确定他们是否感觉不适或受伤。在随身记事本上记录所有详细情况。 If the injured party is conscious and able to talk, they should be asked if they require the attendance of an ambulance. Ascertain if they are suffering any discomfort or injury. Make a record of all details in the pocket notebook.7. 对于发生严重或致命的伤人事件（如由高处坠落或跳下），则必须立即封锁现场，除酒店EXCOM成员和高层管理人员，其他任何人不得进入该区域。必须封锁所有通往现场的出入口，防止客人和公众进入该区域。In extreme incidents involving serious or fatal injuries (e.g. incident of falling or jumping from height), then the vicinity must be sealed off immediately and no person should be permitted into the area (apart from EXCOM members and Senior Management). All entrances and access points leading to the scene must be blocked and guests and members of the public must be prevented from entering the area.减少损失Limit loss1. 到达现场的保安主任必须考虑到减少或防止意外事件对财产造成的损失和破坏。必须迅速采取行动，并可能有必要有效安排各方面资源。 The Officer arriving on the scene must give consideration to limiting or preventing any damage or loss to property involved in the incident. A fast response is required and the effective coordination of resources may be required.2. 保安主管必须与保安监控室联系，以便协调安排各方面资源。例如：The Supervisor must communicate with Security Control who will be able to assist in coordinating vital resources. Examples include: 严重漏水事件：需要立即安排沙袋、毛巾等Serious water leak: Immediate coordination of sand bags, towels etc will be required 抢劫事件：保安主任必须立即向受害者了解嫌疑人以及被劫财物的具体情况，以便将情况传达给全体保安部员工，协助抓捕嫌犯，找回被盗财物。Robbery: The Officer must immediately obtain from the victim a description of the suspect and the property so that the information can be circulated to all other security staff to assist in locating the suspect and recover the stolen property. 证据Evidence 1. 在处理严重的意外事件或日后可能发展为严重事件的意外事件时，找到、搜集并保存证据至关重要。证据的重要性在于：Identifying, gathering and preserving evidence is vital when dealing with an incident that is serious or may become serious at a later stage in the future. Evidence is vital: 确定意外事件的根本原因，从而采取有效措施，确保不再发生同类事件。To ascertain the root cause of an incident and therefore enable effective measures to ensure that incident does not reoccur. 证明酒店没有违法行为，也没有疏忽或不计后果的行为。In case there is a need to prove that the Hotel has not breached statutory laws or has been negligent or reckless in anyway. 用于日后政府部门的调查工作（如劳动部门调查严重工伤事故、警方调查盗窃案件、消防机构调查火灾等）。 In case there is a subsequent government investigation (e.g. Labour Department investigation into a serious occupational injury case; police investigation into theft case; Fire Services investigation into a fire etc) 2. 保安主管必须考虑保护现场可能存在的任何证据。有些证据可能很容易被丢弃、洗掉、清理、破坏、隐藏、隐瞒或忽略。有些证据可能被蓄意或故意消毁，甚至是由于无知而被消毁。 The Security Supervisor must consider the protection and preservation of any evidence that may be at the scene. Evidence may easily be disposed off; washed or cleaned away; destroyed; hidden or concealed or ignored etc. Motivations to eliminate or destroy evidence may be malicious, deliberate or even ignorance. 3. 要避免触摸或移动事故现场的任何物品。必要时应使用警戒线封锁现场，防止有人进入现场破坏或移动任何证据。 Avoid the need to touch or remove anything from the scene of an incident. If necessary, seal and cordon off the scene with emergency tape, preventing other people from entering the scene and destroying or removing any evidence.注：只有必须在移动该物体以保护证据的情况下方可移动现场物品。例如，用于袭击客人的武器被扔在下雨的区域，此时应将武器移至避雨的地方以保护证据。Note: The only situation where objects may be removed from a scene is when relocating the object is necessary to preserve the evidence. For example, a weapon that has been used to assault a guest may have been discarded in an area exposed to rain. This weapon may be moved to sheltered location to protect the evidence.4. 在保安主管彻底检查现场并拍照以前，不要允许任何人打扫或清理现场（除非有必要进行清洗以消除现场的危险因素，如汽油等）。Do not permit any cleaning or clearing of the scene (unless the cleaning is required to eliminate hazards such as petrol etc) until a Security Supervisor has fully inspected the scene and taken all scene photographs.5. 直接可靠的证据一般可通过证人和受害者的证词获取。找到意外事件的受害者和证人，并了解他们看到了什么（至少应了解他们的姓名和联系电话，便于日后与之联系）。如果证人为酒店员工，则应通知他们必须留在酒店内，直到保安主管与之面谈。如果未找到证人和受害者并与之谈话，可能永远也不能揭开事实真相，永远也不能确定意外事件的原因。 Reliable direct evidence can normally be obtained from witness and victim statements. Seek and identify victims and witnesses involved in an incident and obtain their accounts of what they saw (At least obtain their names and contact telephone numbers so that the person can be spoken to at a later stage). If the witnesses are employees, they are to be informed that they must remain in the Hotel until a Security Supervisor has spoken to them. If witnesses and victims are not identified and spoken to, then factual information regarding the incident may never come to light and the causes of an incident may never be determined.6. 值班保安主管完成现场调查分析并结束所有必要行动后，可以开放事故现场。The scene may be released once the Duty Security Supervisor has completed the scene investigation and analysis and completed all required actions. 要求紧急救援人员到场Request for Emergency Service Attendance1. 处理在酒店发生的所有意外事件时必须最大限度地照顾酒店、客人和员工的利益。All incidents occurring in the Hotel must be managed with a view to serving the best interests of the Hotel, guests and employees. 2. 一般来说，大部分意外事件可以在酒店内部有效解决，无须警方介入。In general, most incidents can be effectively handled internally and without the need to involve the Police Authorities. 3. 保护酒店环境的安全非常重要，警方的出现可能会引起用餐和住店客人的恐慌和不安。It is important to preserve and maintain a safe and secure Hotel environment and the presence of the Police Authorities could potentially lead to alarm and discomfort amongst patrons and guests. 4. 在向警方求助之前必须征得总经理的批准。但在少数情况下，征得总经理批准可能不太可行，例如：The General Manager must provide prior approval before calling the Police Authorities. However, on rare occasions, seeking prior approval may not be practical or reasonable, such as in the case of: 人身安全受到直接威胁An immediate risk to life or limb OR 或者正在发生严重的犯罪行为，未及时通知警方可能造成以下后果：A serious crime is in progress and any delay in informing the police would lead to:a) 嫌疑犯逃跑The escape of the suspect and/or b) 重要证据丢失 The loss of vital evidence and/orc) 造成财产损失The loss or damage to property例如，酒店内正在发生武装劫持事件，即将对客人和员工造成严重伤害，此时必须马上向警方求助。可在事后立即或尽快通知总经理。For example, Police must be called without delay when an armed robbery is in progress and there is an imminent risk of serious harm to guests and employees. The General Manager may be informed immediately a