Emergency Procedures

• In case of an emergency and multiple staff members are present, a CSO that is competent will take stand as the fire warden for our designated area.

Aquatic CSO- Warden 4

Level 1 CSO- Warden 6

         

Evacuation - Code Orange

When you hear the ALERT tones (BEEP, BEEP, BEEP)
 

1. Remain calm

Two CSO Wardens

• Area Warden 4 - Aquatic Reception
• Area Warden 6 - Level 1 Reception

WARDENS

• get a radio
• put on your vest and hat (hold warden check card)
• follow Chief Warden instructions

If advised to PREPARE to evacuate

• Turn off all computers in your immediate area
• Keep your radio and warden check card with you

When you hear the EVACUATION tones (WHOOP, WHOOP, WHOOP) or are advised to evacuate by the Wardens.

• Ensure the turnstiles have automatically opened, manually activate if required.
• Non-Warden CSO's calmly evacuate to the assembly area
• CSO Wardens commence checking areas listed on warden checklist card
• Advise patrons to evacuate
• If you see someone needing assistance, help if you can, or alert the Chief Warden
• Once your areas are clear, proceed to the assembly area.

REMEMBER:

• Do not use lifts in a fire unless authorised by the Fire and Rescue Services
• Do not re-entre the building until your Chief Warden advises it is safe to do so.

Fire / Smoke - Code Red

If you see smoke, remain calm and ensure the safety of anyone in the vicinity of the fire/smoke.

RACE:

• Remove persons from danger
• Alarm, call 000 for the Fire Brigade, notify the DM
• Contain the fire, only attempt to fight the fire if it is small and you have been trained to use firefighting equipment.
• Evacuate the area

Follow evacuation procedure if required
 

Personal Threat - Code Black

If a person’s behaviour is threatening and out of control:

• Do not place yourself at risk
• Obey the offender’s instructions
• Do not argue or provoke the person
• Only do what you are told, nothing more
• Back away and alert bystanders to move away from the area
• Alert nearby staff or bystanders to call 000 and DM if able to without danger

 

• Talk slowly, quietly, firmly, and simply.
• Do not make any quick or sudden movements
• Take note of exits or other possible escape routes. Try to get as close as possible to these exits.
• Make it easy for the offender to leave the building / area.

 
Main Reception

• Press duress alarm
• Lock yourself in main office or cloak room if safe to do so
• Once safe, call 000, alert DM via phone (do NOT use the radio)

 
Level 1

• Lock yourself in level 1 office if safe to do so
• Once safe, call 000, alert DM via phone (do NOT use the radio)

 
Lockdown Process

• Call 000, advise DM via phone (do NOT use the radio)
• When advised to lockdown, move to closest room.
• Lock door if possible
• Close blinds and windows, if possible, turn off lights.
• Sit below window line and away from main entries and exits.
• Remain in lockdown until advised by Chief Warden or Police

 
Remember
You want to avoid being seen or heard.


Internal Emergency - Code Yellow

Flooding, gas leak, structural collapse etc.
 

• Remove people from danger, if safe to do so
• Notify DM:

        -Nature of incident
        -Location
        -Casualties
        -Actions taken

• Call 000 if required
• Isolate affected area
• Follow evacuation or lockdown procedures if required

 
Hazardous substances

• Evacuate the immediate area
• Isolate the area

·      -Inform Chief Warden flooding, gas leak, structural collapse etc.
 

• Remove people from danger, if safe to do so
• Notify DM

        -Nature of incident
        -Location
        -Casualties
        -Actions taken

• Call 000 if required
• Isolate affected area
• Follow evacuation or lockdown procedures if required

 
Hazardous substances

• Evacuate the immediate area
• Isolate the area

·      -Inform Chief WardenFlooding, gas leak, structural collapse etc.
 

• Remove people from danger, if safe to do so
• Notify DM

        -Nature of incident
        -Location
        -Casualties
        -Actions taken

• Call 000 if required
• Isolate affected area
• Follow evacuation or lockdown procedures if required

 
Hazardous substances

• Evacuate the immediate area
• Isolate the area
• Inform Chief Warden

Bomb Threat - Code Purple

If a bomb threat is received or a suspicious object is found, notify the Chief Warden and Police on 000.
 

1. Don’t touch suspicious objects, cordon off the area immediately

 
If a telephone bomb threat is received:

• Attract the attention of someone else.
• Keep caller on the line, as long as possible. Don’t hang up.
• Complete bomb threat checklist, paying particular attention to background noises, accents, speech patterns etc.
• Give bomb threat checklist to your Chief Warden directly after call.

 
Follow evacuation procedure if required.
 
Remember:

• Avoid using two-way radios and mobile phones as these may trigger a detonation
• Always treat the threat as genuine until proven otherwise. If in doubt, play it safe and                                                                  evacuate the area.

 

In some cases, as lifeguards may have more qualifications they will be called to help respond to emergency calls.
If we have this senario and lifeguards are called away from their pool- we may need to close areas of aquatics while they are unable to efficiently be manned.

As a CSO- If you are advised that the pools/certain pools are closed you are responsible in informing patrons of any area as this will affect their visit.
eg- If a patron is wanting to swim in the warm water pool please advise that unfortunately we have closed this area off due to a medical emergency. We will be able to provide further information of this reopening when we have been notified. Sorry for any inconvienence.

If the buzzer is alarming at reception, the duress doors have been set off. The locations for the doors are below.

• Radio DM to investigate.

• Radio conversations can be heard by the public.
• Use professional language and ensure that confidential information/things that shouldn't be heard by the public is NOT spoken about over radio.

 

1. Hold down the button on the right to speak:                                                                                                                                                      "Reception to ____". To the person you are trying to reach. eg 25m lifeguard, DM, Stadium etc.
2. Let go of the button and await a response. If there is no response, repeat your call again.
3. When the person responds, (generally they will say go ahead:)                                                                                                                   Advise the information you are needing to inform them of.
4. If they answer- respond with "copy/receiving".

The information below is broken up in to two sections:
The first section is the procedure used by Aquatic staff when a child goes missing from their caregiver.
The second section is the action that CSO’s must take if a caregiver informs us of their missing child.
 
Aquatic Procedure:
Aquatics have a 3 minute clock once a child is reported as missing.
They will communicate via 2-way radio:
‘ATTENTION STAFF, WE HAVE A MISSING CHILD REPORTED…’ and provide as much detail as possible to assist in locating the child.
The two most critical details are:
‘How old is the child?’ & ‘Can they swim?’
This information determines the urgency in which the Aquatic team will respond, for example a 3 year old non-swimmer will require urgent and rapid evacuation whereas a 10yr old, competent swimmer with a slide band will be less urgent.
Once an area is cleared, the guards will respond with ‘LOCATION clear’ via 2-way radio.
The staff member who had first contact with the caregiver and received notification of the missing child must ensure the caregiver stays with them, stationary & in a central location.
If all pools are cleared & child has not been located, pools will remain closed until the child and caregiver are reunited.
Secondary areas are then checked, such as café, change rooms, stadium and main street.
Reception can assist by checking through Main Street as soon as any radio call is heard. 
If a child cannot be located within the entire facility, police will then be called.
 
CSO Procedure:
When a parent informs you their child is missing you must ask the following questions and write down as many details as possible, ready for an urgent radio announcement:

• How old is the child?
• Can they swim?
• How long have they been missing?
• What are they wearing/what colour bathers?
• What do they look like (any features that are distinguishing help aquatic staff find them faster)
• Where were they last seen?
• What is their name?
• Where was the parent?
• Do they have any medical issues (may add to the urgency of the response)
• What is the guardian’s name?

Once you have this information, radio the Aquatic team immediately, do not wait for a response before beginning your radio call on this occasion.
On channel  1:
‘ATTENTION AQUATIC STAFF, ATTENTION AQUATIC STAFF – WE HAVE A MISSING CHILD - BOY 4 YEARS OLD – WEAK SWIMMER – LAST SEEN AROUND 3 MINUTES AGO IN THE LEISURE POOL – WEARING BLUE BOARD SHORTS AND A RASH SHIRT WITH A DRAGON – NAME IS KYLE AND THEIR PARENT BARBARA IS AT RECEPTION – CHILD IS KNOWN TO HAVE SEIZURES – PLEASE COMMENCE SEARCH OF YOUR AREA 
Radio call needs to be clear, loud and specific.
Provide the entire announcement with all the information - staff may ask further questions once you complete your radio call.
If no response after the call radio the team and ask – ‘URGENT Aquatic team – missing child – do you copy’
Keep the parent with you or hand them over to the Duty Manager – do not let them walk off
Make a PA announcement, asking for the missing child by name to come to the Aqua Hub, and turn any other peripheral music/announcements off.
Calm the caregiver - explain that we prepare for this situation, it is our top priority and the team are working to find their child as quickly as possible 
 
WORDING IS IMPORTANT
We call out ‘missing child’ to elicit urgency in the team response.
It is critical that we do not mix up our words and say ‘we have a missing parent’ when we actually have a parent who is missing their child. A missing child means drop tools and action.
Guardian or ‘what grown up are you here with today’ is a great way to ask the child who we are looking for, as it is inclusive and allows them to provide detail.

Lost Parent 
If a child shows up to reception saying they can’t find their parent please radio our team:
‘We have a child at reception who cannot find their guardian’ this is very clear that the child is safe in our care, and we can come to collect them and help them find their guardian
Guardian or ‘what grown up are you here with today’ is a great way to ask the child who we are looking for, as it is inclusive and allows them to provide detail.
We can then make an announcement over the PA asking for the parent or guardian to come to reception. 
 

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Advise Team leader or supervisor of the call for their information.