EMERGENCY RESPONSE PLAN

PURPOSE
 The goals of this emergency response plan
are:
In order of priority, to protect the lives and
health of Teleperformance Philippines.,
employees, site visitors, company property
and minimize the environmental impact in
the event of emergency.
 PRIORITIES
 THE OBJECTIVE OF THIS PLAN ARE: In order of importance.
 To evacuate and account for all employees and visitors;
 To contact local emergency service organizations;
 To assemble the company’s Emergency Response Team (ERT) for
implementation of the response plan;
 Contact pertinent regulatory agencies;
 Conduct search-and-rescue operations, turnoff utilities, control any
hazardous chemical spills or releases;
 Prevent further property damage through protective measures or by
removing property;
 Perform cleanup and salvage as needed;
 Conduct post-incident critique and evaluation;
 File any applicable reports with any regulatory agency;
 RESPONSIBILITIES
 EMERGENCY RESPONSE TEAM CHAIRMAN:
 The overall commander of the situation
 Gives directly on the utilization of all companies resources needed
during emergencies
 RESPONSIBILITIES
 EMERGENCY RESPONSE PLAN TEAM LEADER / COORDINATOR:
 Evaluate the number and type of hazard expected based on the last
experience and general knowledge to;
 plan and develop Emergency Response Plan specifics;
 Provide training to all employees for their roles in all emergency
plans;
 Conduct drills to practice response to emergency situations;
 Conduct an annual drill to practice confined-space and other
emergency rescue;
 All other activities necessary to the development and
implementation of an effective Emergency Response Plan;
 Make emergency response team assignments.
 RESPONSIBILITY
 INCIDENT CONTROLER:
 Respond to initial notification of an incident
 Asses the emergency and establish an initial response
 Prepare initial report about the summary of event
 RESPONSIBILITIES
 FIRST AIDER:
 Maintain sufficient inventory of emergency response equipment;
 Ensure maintenance and inspection of emergency response
equipment;
 Help train emergency response team members.
 Administer first aid treatment and stabilizing the condition casualty
 RESPONSIBILITIES
 FIRE FIGHTER:
 Responsible for initial fire fighting action and prevention of fire
escalation
 Responsible to provide guide/ assistance to other response team as
required needed
 Responsible for ensuring the availability and good condition of fire
medium (fire-extinguisher, fire hydrant, drum /bucket)
 RESPONSIBILITIES
 CROWD CONTROL AND SECURITY:
 Responsible for securing and/or cordoning off the incident scene,
project compound and immediate vicinity from intruders and other
people who intend to take advantage on the situation
 Responsible for immobilizing unauthorized vehicle, personnel and
equipment movement
 Responsible to provide clear and safe route to casualty and all
employees and public during emergency situation
 Responsible in providing assistance to other emergency response if
needed
 RESPONSIBILITIES
 SEARCH ANDRESCUE TEAM:
 Responsible to locate missing person and conduct rescue operating if
safe to do so
 Responsible in clearing and ensuring that all walkways are free from
obstruction when rescue operating starts
 Responsible to control / shut down electrical supply when deemed
necessary
 RESPONSIBILITIES
 SALVAGE AND EVACUATION TEAM:
 Responsible for the location and assessment of designated
evacuation / assembly area safe to stay or transfer
 Responsible for the orderly and safe evacuation of personnel out of
the project compound
 Responsible to provide assistance in assessment of damage brought
by damage
 TRAINING’S
Teleperformance Philippines, will train all
employees on the procedures contained in
this plan. New employees will be trained
upon hiring, and re-trained any time the
employees responsibilities under the plan
change or whenever the plan changes.
 TRAINING’S
 The company will provide copies of all emergency response plans to be kept in
employee handbooks and operation manuals, and will post copies on employee
bulletin boards.
 The company also will designate and train a sufficient number of employees to
assist in the safe and orderly evacuation of employees and visitors.
 These employees will be trained and re-trained as needed.
Training will cover:
• First aid training
• Evacuation routes
• Alarm systems
• Emergency reporting
• Lost control management
• Specific assign duties
 Periodic drills will be held to ensure that all employees know the
appropriate action to take in case of an emergency. The company will
provide additional training and frequent drills for employees with specific
emergency-response duties; and invite local emergency service units to
participate in training whenever possible.
 EMERGENCY RESPONSE TEAM MEMBERS AND PHONE
NUMBER
NO NAME SITE POSITION ERT POSITION PHONE NO.
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
1
 EMERGENCY PHONE NUMBERS
NO DEPARTMENT PHONE NO
01 FIRE DEPARMENT
02 PARAMEDICS
03 AMBULANCE
04 POLICE
05 FEDERAL PROTECTIVE SERVICE
06 SECURITY
07 PLANT MANAGER
08 SITE MANAGER
09 SAFETY OFFICER
 COMPANY UTILITY EMERGENCY CONTACT
NO DEPARTMENT PHONE NO.
01 ELECTRIC
02 WATER
03 GAS (If any)
04 TELEPHONE COMPANY
05
06
07
08
09
 EMERGENCY REPORTING AND EVACUATION PROCEDURE
 The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) require
employers, or in certain circumstances others who control or manage the premises, to report to the
relevant enforcing authority and keep records of:
 work-related deaths
 work-related accidents which cause certain specified serious injuries to workers, or which result in a
worker being incapacitated for more than seven consecutive days
 cases of those industrial diseases listed in RIDDOR
 certain ‘dangerous occurrences’ (near-miss accidents)
 injuries to a person who is not at work, such as a member of the public, which are caused by an
accident at work and which result in the person being taken to hospital from the site for treatment
 Reports to the enforcing authority of all of the above categories, except over-seven-day injuries,
must be made immediately by the quickest practicable means and followed up by a written
notification within 10 days. Reports of over-seven-day injuries must be sent to the enforcing
authority within 15 days.
 In addition, records must be kept of all of ‘over-three-day injuries’, which are those where a person
who is injured at work is incapacitated for more than three consecutive days. Over-three-day
injuries do not, however, have to be reported to the enforcing authority. If you are an employer who
must keep an accident book under the Social Security (Claims and Payments) Regulations 1979, an
entry about an over-three-day injury is a sufficient record for the purposes of RIDDOR.
 A person is incapacitated if they are unable to carry out the activities they would reasonably be
expected to do as part of their normal work. The period of time for an over-three-day injury or an
over-seven-day injury does not include the day of the accident, but it does include any weekends or
rest days.
 EMERGENCY REPORTING AND EVACUATION PROCEDURE

 Why report and record?

 Reporting and recording are legal requirements. The report tells the enforcing
authorities for occupational health and safety (HSE and local authorities) about
serious incidents and cases of disease. This means they can identify where and
how risks arise and whether they need to be investigated.
 It also allows HSE and local authorities to target their work and provide advice
on how to avoid work-related deaths, injuries, ill health and accidental loss.
 Information on accidents, incidents and ill health can be used as an aid to risk
assessment, helping to develop solutions to potential risks. Records also help to
prevent injuries and ill health, and control costs from accidental loss.
 You must keep a record of:
 any reportable death, injury, occupational disease or dangerous occurrence
 all work-related injuries that result in a worker being away from work or unable
to do their full range of normal duties for more than three consecutive days (not
counting the day of the accident but including any weekends or other rest days)
 EMERGENCY REPORTING AND EVACUATION PROCEDURE

 TYPES OF EMERGENCIES TO BE REPORTED BY SITE PERSONEL ARE:

 MEDICAL
 FIRE
 SEVERE WEATHER
 BOMB TREATH
 CHEMICAL SPILL
 STRUCTURE CLIMBING/DESCENDING
 EXTENDED POWER LOSS
 ROCK / LAND SLIDE
 OTHER (specify)___________________________________
(e.g., terrorist attack/hostage taking)
 EMERGENCY REPORTING AND EVACUATION
PROCEDURE
 INCIDENT REPORTING.
 Management Notification
If an emergency, or situation that could become an emergency, occurs,
inform management immediately.(Insert name and title of company
official) will maintain an up-to-date emergency notification list.
 Emergency Response Team Notification
(Describe the company’s plan for contacting ERT members)
 Employee Notification
The alarm system, public address system, or direct supervisory contact
can be used to notify employees of emergency situations in the facility.
 External Notification
Call the local fire or police department, emergency medical service or
other emergency-response units.
EMERGENCY REPORTING AND EVACUATION PROCEDURE
 After the Emergency response team leader activate the
EMERGENCY RESPONSE PLAN and determines that
evacuation is necessary, the evacuation alarm will be
sounded, with instructions issued over the worker’s/staff
address system. Specific responsibilities are as follows:
 ER Team leader/Safety officer
 Inform the site / plant manager
 Inform the first aider
 Inform the crowd control
 Inform the fire fighter
 Inform the search and rescue team
 Call the local fire or police department, emergency medical service or other
emergency-response units.
 EVACUATION ROUTE
 Escape route which leads from the muster area to the place(s)
used for primary or secondary evacuation from the installation.
 Evacuation route maps have been posted in each work area. The
following information is marked on evacuation maps:
 Emergency exits
 Primary and secondary evacuation routes
 Locations of fire extinguishers
 Fire alarm pull stations’ location
 Assembly points
 Site personnel should know at least two evacuation routes
MEDICAL EMERGENCY RESPONSE PROCEDURE (ERP)
ACTIVATE MEDICAL ERP

ASSIST CASUALTY/SCENE

TEAM LEADER/MEDICAL
LIFE THREATENING NON-LIFE THREATENING

NOTIFY
STABILIZED THE INJURED PERSON APPLY FIRST AID
TEAM LEADER
MEDICAL TEAM MEDICAL TEAM/FIRST AIDER

CALL EMERGENCY BRING TO SITE CLINIC FOR

VEHICLE/AMBULANCE FURTHER EVALUATION AND
TREATMENT
ALERT COMMUNICATION TEAM YES NO
TRANSFER TEAM LEADER/SALVAGE TEAM
TO FIRST AIDER
BOARD PATIENT TO EMERGENCY HOSPITAL
VEHICLE (FOR TRANSFER TO NEEDED?
HOSPITAL)

MEDICAL
MEDICAL TEAM/TEAM LEADER TAEM

PROCEED TO THE NEAREST

HOSPITAL/TIED UP HOSPITAL

NURSE/FIRST AIDER/TEAM INVESTIGATE/ASSESS DAMAGE

LEADER
TEAM LEADER

PREPARE AND SUBMIT REPORT

TEAM LEADER
BOMB THREAT EMERGENCY RESPONSE PROCEDURE (ERP)
RECEIVED A BOMB THREATH
THROUGH PHONE

ANYONE

REMAIN CALM BOMB SQUAD

Keep the caller on line and

ASK to repeat the message, NO YES
ASK location of the bomb, what kind record every words spoken
of bomb and time to explode. by the person using the
prescribe from as guide FOUND A
BOMB?

CALLER HANG UP
INFORM the caller that the building
is occupied and detonation of bomb
may result to death and injury. NOTIFY

ERP CHAIRMAN/ RETRIEVE AND DISPOSE

TEAM LEADER (BOMB SQUAD)

CALL OUTSIDE ASSISTANCE

PAY ATTENTION To the background
(PNP)
noises
COMMUNICATION TEAM
PREPARE AND SUBMIT REPORT

INITIATE EVACUATION TEAM LEADER/ERP CHAIRMAN

EVACUATION TEAM
LISTEN closely to the voice, voice
quality, accents and speech
impediments WAIT FOR FURTHER
INSTRUCTION
ALL EMPLOYEES AND
WORKERS
 FIRE EMERGENCY RESPONSE PLAN (ERP)
NOTIFY ALL PERSONEL FROM THE SITE AREA AND
ACTIVATE FIRE ERP ACTIVATE FIRE ALARM BY ANY
ACTIVATE THE FIRE ALRM. YOU CAN YELL FIRE BY
APPLICABLE AND AVAILABLE
USING MEGAPHONE AND ACTIVATE THE ALARM .
MEANS
YOU CAN USE WISTLE HORN/ AND OR YOU CAN
SET THE HORN OF A HEAVY EQUIPMENT AS A
ALARM/COMMUNIACATION
WARNING DEVICE.
TEAM

EXTINGUISH THE FIRE

ACTIVATE FIRE FIGHTER TEAM
COMPLETELY
CALL OUTSIDE ASSISTANCE (BFP) INCIDENT CONTROL/TEAM
FIRE FIGHTING TEAM
LEADER
COMMUNICATION TEAM
ROLL CALL

EVACUATE THE AFFECTED AREA SALVAGE AND EVACUATION TEAM

EVACUATION TEAM
YES NO
SECURE THE RESTRICT NO YES
VEHICLE/PERSONELS FROM FIRE
ENTERING AND EXITING THE SITE UNDER
PERSON
COMPOUND CONTROL?
MISSING?
CROWD CONTROL TEAM

INVESTIGATE / ASSESS DAMAGE

ANY
SEARCH AND RESCUE
TEAM LEADER INJURED?
SEARCH AND RESCUE TEAM
NO YES

PREPARE AND SUB,MIT REPORT YES NO

FOUND?
TEAM LEADER ACTIVATE MEDICAL ERP
 FIRE EMERGENCY
 Fight the fire ONLY if:
• The Fire Department has been notified.
• The fire is small and is not spreading to other areas.
• Escaping the area is possible by backing up to the nearest exit/assembly area
• The fire extinguisher is in working condition and personnel are trained to use it.

 Upon being notified about the fire emergency, occupants/personnel’s must:

• Leave the building/Area using the designated escape routes.
• Assemble in the designated area (specify location):
• Remain outside until the competent authority (Designated Official or designee) announces that it is safe to reenter/back to
work.

 Designated Official, Emergency Coordinator or supervisors must (underline one):

• Disconnect utilities and equipment unless doing so jeopardizes his/her safety.
• Coordinate an orderly evacuation of personnel.
• Perform an accurate head count of personnel reported to the designated area.
• Determine a rescue method to locate missing personnel.
• Provide the Fire Department personnel with the necessary information about the facility.
• Perform assessment and coordinate weather forecast office emergency closing procedures
 Area/Floor Monitors must:
• Ensure that all employees have evacuated the area/floor.
• Report any problems to the Emergency Coordinator at the assembly area.
 Assistants to Physically Challenge should:
• Assist all physically challenged employees in emergency evacuation.
 CHEMICAL AND OIL SPILL RESPONSE PLAN
All oil spills, regardless of size, must be contained and cleaned up in a safe and effective manner. Spills that affect or threaten
public health, welfare, or the environment will be attended to immediately by protecting human safety, and containing and
cleaning up the spilled substance. Any response by facility personnel will be conducted pursuant to the Hazardous Waste
Operations and Emergency Response regulations, To determine the proper response procedures, this plan classifies discharges as
either “incidental” or “non-incidental, "depending on the following characteristics:
Incidental discharges are generally those where: Non-Incidental discharges are
generally those where:

 The discharge is small (e.g. less than 20 galls)  The discharge is large enough to spread beyond the
immediate area

 The discharge can be easily contained  The discharge cannot be contained

 The discharge is unlikely to reach to a navigable water way,  The discharge may reach a navigable water way, storm
storm sewer or sanitary drain sewer or sanitary drain.

 Clean up procedure do not pose a health or safety hazard  The discharge requires a special equipments or training to
clean up

 Proper response equipment is available for a safe clean up
Response by facility personnel may be possible for the above
types of discharges.
 The discharge poses a hazard to human health or the
environment
 There is a danger of fire or explosion
The above discharges require response by Fire
Department—call BFP

Details regarding the predicted direction, rate of flow, and quantity of potential spills for individual tanks and containers at the
facility are listed in Table 1. In general, if properly trained, facility personnel should be able to respond to most minor
discharges. For all other spills where facility personnel are unable to control or contain an oil release, the BFP
Department is available for emergency response.
 CHEMICAL AND OIL SPILL RESPONSE PLAN
 The first responder discovering a potential oil release will follow these response steps:
OIL SPILL RESPONSE STEP- INCIDENTAL SPILL CONTACT

1. Secure the site, with a priority to protect the health and safety of
personnel responding to the release, bystanders, and the community.
2. Control and contain the spill using nearby absorbent booms, socks,
and/or soil.
3. Notify the Facility Emergency Coordinator
4. Clean up the spill – Oil and lubricants reclaimed after a spill will be
recorded on the Oil Spill Disposal Record.
5. Complete the Spill Incident Report form to provide accurate
information for the facility’s records and to discuss at future SPCC
annual training session to prevent future spill
 CHEMICAL AND OIL SPILL RESPONSE PLAN
OIL SPILL RESPONSE STEP – NON-INCIDENTAL CONTACT
1. Secure the site, with a priority to protect the health and safety of
personnel responding to the release, bystanders, and the community.

2. Contact the Facility Emergency Coordinator and decide if facility

personnel can control and contain the spill effectively.

3. Contact the Fire Department for major spills to help to assist with the
control and containment of the release.

4. Control and contain the spill using nearby absorbent booms, socks, and/or
soil until the fire department arrives. Focus control measures at location(s) of
storm sewers and/or nearby waterways.

5. Clean up the spill – If assistance is required for the cleanup of larger spills,
contact an outside contractor such as those listed on page 2. Oil and lubricants
reclaimed after a spill will be recorded on the Oil Spill Disposal Record.

6. Complete the Spill Incident Report form to provide accurate information

efficiently to spill response authorities.
 SEVERE WEATHER AND NATURAL DISASTERS
 Tornado:
 When a warning is issued by sirens or other means, seek inside shelter. Consider the
following:
 Small interior rooms on the lowest floor and without windows,
 Hallways on the lowest floor away from doors and windows, and
 Rooms constructed with reinforced concrete, brick, or block with no windows.
 Stay away from outside walls and windows.
 Use arms to protect head and neck.
 Remain sheltered until the tornado threat is announced to be over.
 Earthquake:
 Stay calm and await instructions from the Emergency Coordinator or the designated
official.
 Keep away from overhead fixtures, windows, filing cabinets, and electrical power.
 Assist people with disabilities in finding a safe place.
 Evacuate as instructed by the Emergency Coordinator and/or the designated official.
 SEVERE WEATHER AND NATURAL DISASTERS
 Flood:

 If indoors:
 Be ready to evacuate as directed by the Emergency Coordinator and/or the designated official
 Follow the recommended primary or secondary evacuation routes.
 If outdoors:
 Climb to high ground and stay there.
 Avoid walking or driving through flood water.
 If car stalls, abandon it immediately and climb to a higher ground.

 Hurricane:
 The nature of a hurricane provides for more warning than other natural and weather disasters. A
hurricane watch issued when a hurricane becomes a threat to a coastal area. A hurricane warning is
issued when hurricane winds of 74 mph or higher, or a combination of dangerously high water and rough
seas, are expected in the area within 24 hours.
 Once a hurricane watch has been issued:
 Stay calm and await instructions from the Emergency Coordinator or the designated official.
 Continue to monitor local TV and radio stations for instructions.
 Move early out of low-lying areas or from the coast, at the request of officials.
 If you are on high ground, away from the coast and plan to stay, secure the building, moving all loose
items indoors and boarding up windows and openings.
 SEVERE WEATHER AND NATURAL DISASTERS

 Collect drinking water in appropriate containers. Once a hurricane warning has been issued:
 Be ready to evacuate as directed by the Emergency Coordinator and/or the designated official.
 Leave areas that might be affected by storm tide or stream flooding.

 During a hurricane:

 Remain indoors and consider the following:

 Small interior rooms on the lowest floor and without windows,
 Hallways on the lowest floor away from doors and windows, and
 Rooms constructed with reinforced concrete, brick, or block with no windows.