Do a headcount.
It‘s better to call too often than not at all.
If the accident is not considered serious but you‘re not sure to call or not – CALL 112
– 2.1. Calmly and clearly state location
– 2.2. Describe what has happened and how many were affected and how.
Assistance from 112 representatives on the phone
Use all available extra protective clothing or blankets.
Mobilise customers and others at the scene.
Describe the situation and what happened. Give a short description of the circumstances and what has been done. Try to estimate the level of severity and how the situation might progress.
The IT helpline will contact the IT response team to update them on the situation.
Do your best to have the priority in order so that the rescue team can get directly to work without any delays.
Take care of the customers that don’t need immediate help e.g. by talking to them or calming them down in another way.
A simple pat on the arm can work wonders.
If applicable here is where crisis counselling is offered after consulting with the IT response team.
The IT helpline will update that IT response team on the situation’s progression and review the trip‘s continuation with the response team.
Speak to eyewitnesses if there are any. Take photographs of the scene, if possible.
It’s critical to put together a draft of an incident report before leaving the scene. Events are quickly forgotten when you move onto the next tasks. Please fill our incident report for all incidents, no matter how small.
It is very important to complete this part of the plan so that it is possible to learn from the course of events and pass on the knowledge to other tour guides and staff. In addition, the response team uses it
to improve their performance. Please always fill out an incident report no matter how small the accident is.
After you have called 112, you also need to call the IT helpline. The IT response team needs to be updated on the situation’s progression. You will review the trip‘s continuation with the IT response team.
Do your best to have all relevant information ready so that the rescue team can get directly to work without any delays.
Speak to eyewitnesses if there are any.
Take photographs of the scene, if possible.
Take care of the customers that don’t need immediate help e.g. by talking to them or calming them down in another way.
A simple pat on the arm can work wonders.
If applicable here is where crisis counselling is offered after consulting with the IT response team.
It’s critical to put together a draft of an incident report before leaving the scene. Events are quickly forgotten when you move onto the next tasks.