Every club is vulnerable to crises, from natural disasters to sudden accidents. Although these emergencies are uncomfortable to imagine, preparing a comprehensive disaster plan can save headaches, money and lives.
Reasons for Disaster Planning
Some disasters occur in the blink of an eye, such as a drowning fatality. Others, like a hurricane, can be anticipated days in advance. Emergencies can be large in scope and affect the entire club, like blizzards and tornadoes, or they can be smaller and isolated to just one club area, like a kitchen fire. The more programs and services a club offers, and the larger its campus, the more vulnerable it becomes to a wider range of emergencies.
For all emergencies, whether expected or unexpected, big or small, near or far, clubs must have the infrastructure, communications strategy and disaster plan ready to handle them.
The Basics
Emergency preparedness should be a part of the club’s day-to-day operations and an integral part of employee training. Though each club is different, the basic preparations remain the same for all. This article includes information from NCA’s publication, Disaster Planning & Recovery and the Small Business Administration’s emergency preparedness resources.
Disaster Planning Team
A disaster plan starts with a team. This team should be led by the general manager and be composed of a public relations spokesperson (often the club president), the controller, the food and beverage director, the head of maintenance and the grounds superintendent. Department heads should also be on the team. The plan should be approved by the board and distributed appropriately.
Training
Once the team has created a plan, staff training should follow. All club employees require some form of training, either through discussions to review protocols, technical training in equipment for emergency response, or evacuation drills and full-scale exercises.
To develop a training program, the general manager should determine the following for a 12-month period:
1. Who will be trained?
2. Who will do the training?
3. What training activities will be used?
4. When and where will each session take place?
5. How will the sessions be evaluated and documented?
Structuring Training Sessions
There are several ways to conduct staff training exercises and each type provides excellent preparation to learn how to respond appropriately and professionally in times of crisis:
Orientation and education: Regularly scheduled discussion sessions help provide information, answer questions, and identify needs and concerns.
Tabletop exercise: Team members meet to discuss their responsibilities and how they would react to emergency scenarios.
Walk-through drill: Disaster planning and response teams perform their response functions as though in an actual emergency.
Functional drill: Test specific parts of the plan, such as medical response, emergency notifications, warning procedures, and communications procedures and equipment to help provide specific training.
Evacuation drill: Personnel walk the evacuation route to a designated area where procedures for accounting for all employees are tested. Participants should note any potential hazards, like cluttered stairways, which should be addressed immediately.
Full-scale exercise: Simulate an emergency as closely as possible. Involve all disaster planning and recovery team members as well as outside emergency responders.
Through these exercises the general manager may determine the need for further staff training. General training for personnel should cover:
1. Individual roles and responsibilities.
2. Information about threats, hazards and protective actions.
3. Notification, warning and communications procedures.
4. Means for locating family members in an emergency.
5. Emergency response procedures.
6. Evacuation, shelter and accountability procedures.
7. Location and use of common emergency equipment.
Emergency Contacts
Communication is critical in an emergency. Clubs should keep up-to-date contact information, including home, mobile and office phone numbers and home addresses for all club officers and employees and their emergency contacts.
Clubs should have another list of contacts that include insurance agents, backup equipment vendors, realtors for alternative office space, media contacts and contractors for mechanical, electric, plumbing, HVAC, IT and other infrastructure services.
Site Map
Clubs are home to vast networks of utility systems like gas and water lines, electrical wiring, sewage and other systems. A disaster plan should include building and site maps (kept both onsite and offsite) that identify the following: alarm systems, electric cutoffs, emergency exits, evacuation routes, fire extinguishers, fire sprinkler systems, gas lines and valves, hazardous materials storage, restricted areas, sewer lines, storm drains, utility shutoffs, water hydrants and lines, and water main valves.Shelter and Evacuation
In some disasters the best means of protection is to take shelter either within the club’s facilities or away from the facility in a public building. Club shelters should be clearly marked and easily accessible and properly equipped with emergency supplies, including food, water, communications equipment and medical supplies. In other emergencies, the best means of protection may be an evacuation. In developing an evacuation plan, clubs should:
- Establish specific procedures including transportation needs for community-wide evacuations.
- Post evacuation procedures in a conspicuous location. Include both primary and secondary routes.
- Designate assembly areas where persons should gather after evacuating.
- Establish procedures for taking a head count at the designated assembly areas. This should include a method for accounting for non-employees and guests.
- Designate personnel to maintain or shut down critical operations while an evacuation is under way.
- Establish procedures to ensure that all evacuation routes are well lit, free from obstructions at all times, and unlikely to expose evacuating persons to additional hazards.
- Coordinate plans with local emergency management officials.
Inspections
Inspections and routine repairs are critical to a club’s health. Regular maintenance and safety checks are extremely important, but so is having vigilant staff that can identify potential problems that occur between inspections. Here are several best practices for spotting potential hazards:
- Conduct monthly facilities and grounds inspections.
- Use a standardized written format to record inspections to create a “to do” list and prioritize repairs.
- Department heads make independent checks of systems within their purview.
- Negotiate bids, schedule contractors and handle related tasks.
- Licensed contractors conduct independent periodic checks of all operating systems.
- Encourage staff to report malfunctions and potential hazards.
IT Preparation
Clubs rely on technology now more than ever before. It is how they communicate with members and staff, store member data, provide services like online reservations as well as maintain F&B inventory. When disaster strikes, these systems could be jeopardized, putting unprepared clubs at risk for damages and liability.
Cyber Attacks
This new area of disaster planning and recovery is covered in the feature article, “The Cyber Battlefield” on page 20. Clubs are advised to follow best practices to protect against hackers, malware and security breaches that threaten the club and its members’ personal data.
Hardware
Clubs should have the necessary equipment and backups at their disposal to respond to an emergency. This equipment should be regularly tested and their warranties maintained. NCA interviewed Curtis Kidd, IT Manager at Farmington Country Club, and Carla Waldron, Director of IT at the Country Club of Virginia, and compiled their best practices below.
Generators
Generators can keep a club (or a portion of it) powered in the wake of an emergency. Here are some tips for generator usage:
- If the generator can only power part of the club, prioritize what it powers, including critical items such as servers, Internet connection, primary computers and phone lines as well as less essential items like emergency lighting, freezers and copiers.
- Pay attention to the club’s wiring. Older wiring systems may lack the continuity to power the entire club through one generator.
- “Crank” the generator weekly and have a yearly inspection to change the oil and test the battery.
- Consider a natural gas-powered generator. They may be hooked up to a municipal line and therefore run indefinitely.
- Consider portable generators as needed.
Server Protection
Servers are critical to club operations. They store and share vital information for your club’s needs and should be kept running and out of harm’s way during an emergency. Here are some tips to keep servers functioning:
- Keep servers in proximity to a generator or another backup system.
- Ensure the server room is temperature controlled and clear of stored items.
- Have a video monitoring system.
- Keep the servers protected from the fire sprinkler systems and remove electrical equipment from the floor in case of flooding from fire sprinklers or leaks.
Data Backup Systems
Without access to your club’s data, how will you operate? Consider these tips to protect your club’s critical information:
- Have multiple locations for backup storage, including onsite and offsite locations.
- For clubs without an IT staff person, consider putting data in the cloud.
- Protect your data with web filters, firewalls, anti-virus software and a vendor that can provide hardware in case of emergency.
- Maintain membership, financial and point of sale system platforms with upgrades and regular database maintenance.
Phones
A phone system may be compromised during an emergency, leaving clubs unable to reach outside sources for rapid help. In some instances, cellular networks may fail and in others the Internet-based systems may crash. Be mindful of these practices to cover various telecommunications
- Have a phone outage plan—both for a phone switch (if present) and service. Phone switches are devices that act as the “traffic cop” for your phone system, routing calls to personnel in various parts of the club.
- Analog phone systems: Although these phones are considered outdated compared to newer VoIP phones, analog phone’s “antiquated” system allows calls to be made during power outages.
- For electricity outages, keep battery-operated chargers on hand to keep cell phones operating.
Internet
Clubs and members increasingly use the Internet for a growing number of activities and operations, such as phone systems and Wi-Fi. A strong, reliable Internet connection is key for emergency situations. Here are some items to consider regarding your club’s Internet access:
- Fiber provides a more reliable and stronger connection than a copper wire system. Although more expensive, fiber’s increased bandwidth can carry more information to more users, which may be critical during a crisis.
- Consider a backup Internet connection.
- Adapt to the infrastructure available. Check your area for the availability of fiber, cable, DSL or other methods of Internet access.
Two-way Radios
In case of a power outage or a sudden crisis in a distant area of the club, two-way radios can be extremely valuable. These battery-operated handheld radios can notify staff in case of an emergency, allowing for the most nearby staff person to respond to a situation. Consider signal repeaters to ensure the radios’ signals can reach employees around the entire club, and equip several staff in each department.
Surge Protectors and Battery Backups
A sudden power surge or outage can cause clubs to lose precious work and data. Clubs can avoid these losses by connecting their computers to battery backups and surge protectors. These two-in-one devices can withstand power surges and may provide up to 10 to 20 minutes of extended life during a power outage. All electronic devices should be powered through a surge protector (not just a power strip).
Power Outages
Power outages may cause chaos and confusion for both members and staff. Prepare for and respond to them with some of these best practices from Kidd and Waldron:
- Identify how various areas of the club—dining, pro shops, fitness centers and locker rooms—could operate during a brief or extended power outage. For instance, restaurants may transition to a “cold only” menu and be sure to have order pads and a planned paper-based ordering process.
- Have a properly functioning detection and alarm system for incoming storms to notify members around the club.
- During an outage, perform a safety check on all buildings without power.
- Provide members with flashlights.
- Use battery-operated two-way radios to quickly communicate with staff.
Preparing for Medical Crises
Medical emergencies require quick responses by well-trained individuals. Prepared clubs will be able to implement emergency procedures, operate lifesaving equipment and perform basic emergency first aid. Consider these best practices from Athletic Business magazine:
- Train all staff in first-aid and CPR. Re-certify each year. Most states have a law requiring at least one CPR-certified person to be on staff at all times at clubs with pools or fitness centers.
- Practice and rehearse. Step through “emergency scenarios” at staff meetings. Cover where AEDs and other rescue equipment are located, as well as the closest phone.
- Review pool-specific issues. Train everyone on the use of a backboard, as well as issues relating to the use of an AED on wet victims and in wet surroundings.
- Comply with local laws and regulations. Make sure safety signage is correct throughout your entire facility. Your state and municipality will have specific rules for pools.
- Manage paperwork properly. Get incident reports for all medical events. Inspect equipment regularly. Keep all paperwork and logs. Have paperwork readily available.
- Place warning signs in conspicuous places to warn members and staff of the risks of various club areas, such as the pool or golf course.
- Review your liability waiver policy and safety regulations. Does your liability waiver still apply to all aspects of your facility? Do all guests sign one? Do all members sign when they join or renew?
Crisis Communications
Disaster plans should contain a thorough, proactive public relations plan. Once a major crisis has occurred, many audiences, including staff, members, the local community, government officials and media may want updates and information. Police and emergency medical technicians or other first responders will be onsite and will need to be involved with incident reports and documenting the emergency timeline and response details. Identify these potential audiences and their need to know the details of the event.
NCA developed the following tips for private clubs on dealing with the media:
- Authorize one person to speak for the club and instruct members to avoid making public statements on the club’s behalf.
- Take some time to consider your response, even if the reporter is on a deadline.
- It is generally best not to answer certain questions such as: those involving confidential internal matters of the club (such as club policies); 2) matters of litigation; and a question seeking personal opinions. However, it is helpful to tell why an issue cannot be discussed.
- Avoid providing too much information, unless publicity of that information is in the club’s best interest.
- Questions that require you to speculate on a potential development are really seeking an opinion, which would be best avoided.
- If asked to comment on matters that involve individuals outside your club, it is generally best to suggest that those questions be directed to the other individuals.
- Also avoid making comments that are supposedly off the record, as they are not.
- Consider whether it is in the club’s interest to make a comment. Depending on the question, it may be appropriate to state, “This is a private club, operated by the members. Information about the club is confidential.”
- Clubs are within their rights to deny media access to club property. However, if not handled carefully, denying media access may foster negative perceptions about the club. Therefore, a club might consider permitting an arranged visit. A club official should receive the guest at the door, and may want to impose limitations on photographs.
Controversial issues can be handled more effectively if proper planning is done in advance. The key to effective planning is:
- Have a plan that outlines how the club will respond to various inquiries. Prepare responses in advance.
- Know when to remain silent. Some controversies may be short-lived, requiring little or no response. Consider if the club’s response will continue to fuel the debate or contribute positively to the club.
- Know the club’s position and policies. Be ready to respond with prepared statements, if appropriate.
- Be aware of the types of inquiries other clubs are receiving; your club may be next in line to receive the same type of inquiry.
- Assess negative media reports carefully and decide whether
a proactive response is warranted. - Use as many facts as possible, without identifying any particular individuals, to present a calm and reasoned rebuttal.
- Refer to the laws requiring confidentiality and privacy.
Athletic Business offers several tips to control the story following a significant tragedy on club grounds:
- Get in front of the issue. Club constituents should hear the news from the club, not the media. E-mail all members regarding the incident and provide necessary updates. Answer any questions they have about the safety of club operations.
- Be prepared to receive calls from reporters very quickly—the media monitors 911 calls.
- Carefully document the incident and the days following.
- Accessibility to the media is important—they will want to interview staff and members—but it is important to control who provides the information.
- Have a unified message. Only authorized personnel should communicate to the public and media. For clubs, this means the general manager or designated board member, according to Disaster Planning & Recovery.
- Monitor stories and comments about the incident. While the club will not necessarily respond to all reports about the incident, it’s important to know what’s posted on social media and in news reports.
It may not be possible to prevent all disasters, but through thorough preparation and planning, a club can respond accordingly, minimize damages and protect its reputation.
Phillip Mike is NCA’s communications manager. Visit www.nationalclub.org for more information on NCA’s publication, Disaster Planning & Recovery.
