PMC EMERGENCY PROCEDURES

EMERGENCY PROCEDURES

TABLE OF CONTENTS CHAPTER 1 - FIRE ........................................................................................................... 4 CHAPTER 2 - EARTHQUAKE ......................................................................................... 11 CHAPTER 3 - BOMB EMERGENCY ............................................................................... 14 CHAPTER 4 - RAINSTORM/TYPHOON ......................................................................... 17 CHAPTER 5 - ELECTRICAL FAILURE ........................................................................... 20 CHAPTER 6 - HANDLING OF CRIME SCENE ............................................................... 23 CHAPTER 7 - HANDLING OF INJURED PERSONS ...................................................... 26 CHAPTER 8 - LIFT BREAKDOWN .................................................................................. 28 CHAPTER 9 - RIOTS/DEMONSTRATION ...................................................................... 30 CHAPTER 10 - PLUMBING/FLOODING ......................................................................... 32 CHAPTER 11 - LEAKAGE/SPILLAGE............................................................................. 34 CHAPTER 12 - IDENTIFYING/HANDLING OF SUSPICIOUS PACKAGES AND ENVELOPES................................................................................................................... 36 CHAPTER 13 - FIRST AID FOR DROWNING OR NEAR-DROWNING INCIDENTS ..... 38 CHAPTER 14 - RESIDENT OR STAFF FOUND DEAD .................................................. 40 CHAPTER 15 - SUICIDE ................................................................................................. 43 CHAPTER 16 - INDIVIDUAL WITH MENTAL INSTABILITY ............................................ 45 CHAPTER 17 - POWER OUTAGE .................................................................................. 48 CHAPTER 18 - THEFT .................................................................................................... 53 CHAPTER 19 - MEDICAL EMERGENCIES .................................................................... 55 CHAPTER 20 - GAS LEAKS ........................................................................................... 58 CHAPTER 21 - AIRCRAFT DISASTERS ........................................................................ 60 CHAPTER 22 - INTERRUPTION OF WATER SERVICE................................................. 62 CHAPTER 23 - CONTAMINATED WATER SUPPLY ...................................................... 64 CHAPTER 24 - FOODBORNE CRISIS............................................................................ 66

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CHAPTER 25 - CHEMICAL, BIOLOGICAL, RADIOLOGICAL, NUCLEAR THREATS AND CONTAGIOUS DISEASE ................................................................................................ 70 CHAPTER 26 - TRANSPORTATION EMERGENCY ....................................................... 73 CHAPTER 27 - EVACUATION ........................................................................................ 75 CHAPTER 28 - LIGHTNING STRIKE .............................................................................. 77 CHAPTER 29 - SNAKE BITES ........................................................................................ 81 CHAPTER 30 - DOG BITES ............................................................................................ 84 CHAPTER 31 - DOOR JAMMED..................................................................................... 86 APPENDIX I - DUTIES AND RESPONSIBILITIES OF THE FIRE SAFETY COMMITTEE MEMBERS ...................................................................................................................... 89 APPENDIX II - DUTIES AND RESPONSIBILITIES OF THE FIRE FIGHTING & EVACUATION TEAM ...................................................................................................... 91 APPENDIX III - ANNOUCEMENTS IN CASE OF FIRE ................................................... 94 APPENDIX IV - FIRE DRILL & EVACUATION PLAN ...................................................... 96 APPENDIX V - ASSIGNMENT / REPORT FORM ......................................................... 102

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CHAPTER 1 FIRE

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CHAPTER 1 – FIRE Note: The model mentioned in this chapter is for reference only. When applied in practice, the Management needs to adjust the model to suit the building scale, the Management model and the employee work schedule to ensure the highest efficiency.

1.1. OBJECTIVE •

To ensure the safety of human lives in the event of fire.

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To establish a systematic and orderly evacuation plan.

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To ensure prompt rising of the fire alarm and marshalling of first aid and fire fighting efforts in the event of fire.

1.2. FORMATION OF COMMITTEES 1.2.1 FIRE SAFETY COMMITTEE This Committee plans activities such as fire evacuation drills, fire safety education training, fire safety exhibition, etc., to enhance the fire safety awareness among all in the building.

The committee is established as following: POSITION

NAME

CONTACT NUMBER

Chairman

General Manager (GM)

Chairman

Chief Engineer (CE)

Committee Member

Operations Manager

Committee Member

Security Supervisor

Committee Member

M&E Supervisor 1

Committee Member

M&E Supervisor 2

The Function of the Fire Safety Committee is listed in Appendix I. 1.2.2 FIGHTING & EVACUATION TEAM This Committee is responsible for the systematic and orderly evacuation of occupants, including marshalling of first- aid and fire-fighting activities in the event of a fire.

The committee is established as following: Coordinator

General Manager

Assistant co-coordinator

Chief Engineer

Chief of Fire-fighting Team

Head of Security

Security and Evacuation

Security Officer

Logistic Support In-charge

M&E Supervisor

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First- Aid Centre In-charge

Security Officer

Telephone Notification/ Bell Alarm/ Public Announcement (PA)

Receptionist

The duties and responsibilities of this committee are listed in Appendix II. 1.3. FIRE ALARM SYSTEM •

Break Glass Alarm System: This consists of “break- glass” Call Points located near the escape staircases and public pany or each floor (See Floor Plan). In case of fire, the glass should be smashed with an object which will cause the release of the contact button hence ringing the alarm bells throughout the building.

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Automatic Smoke Detector System: Smoke Detectors are located in all the electrical rises.

When there is a smoke filled atmosphere, these detectors will be activated and the alarm bells will ring throughout the building.

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Automatic Sprinkler System: The building is protected throughout by an automatic sprinkler system. When there is a fire and sufficient heat is generated at 680C, the sprinkler bulb will break resulting in water gushing through the broken bulb to extinguish the fire. At the same time, the alarm bells will ring throughout the build.

1.4. SEQUENCE OF ALARMS 1.4.1 FIRST STAGE ALARM This is the alert signal. When the fire alarm is activated, the alarm bells on all floors are ringing for about one minute before it is isolated. Simultaneously an audio and visual signal will be registered at the main alarm panel located at the Security Room to indicate the floor of which the alarm has been activated. All lifts will “home” at the Ground Floor with doors opened.

Announcement: A general alert announcement will then be broadcasted over the Public Address System of the building/or the video-interphone/telephone.

1.4.2 SECOND STAGE ALARM This is the signal to commence evacuation. Upon confirmation of the fire situation, the evacuation announcement shall be made via the Public Address System/video-interphone/telephone and the second continuous fire alarm will ring on all floors. Occupants are advised to follow strictly the instructions given over the Public Address System /video-interphone/telephone.

1.5. ACTIONS TO BE TAKEN IN THE EVENT OF AN OUTBREAK OF FIRE Get everyone out of the room where the fire is and close the door to stop the spread of smoke and fire.

Activate the nearest “break-glass” Call Point by smashing the glass in order to ensure that whole building is aware of the existence of fire.

Attempt to extinguish the fire with available fire-fighting equipment such as fire extinguishers and hose reels but without endangering yourself or others.

TENANTS/STAFFS/OUTSIDE-WORKERS

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Upon hearing the first stage alarm, building users are prepare to evacuate. Remain alert for instructions through the Public Address System/ video-interphone. Do not make unnecessary telephone calls to verify the nature of the alarm.

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When evacuation is declared, all occupants including guests and visitors, guided by their respective Fire Wardens should immediately evacuate by using the nearest exit and proceed to the assembly point in an orderly manner

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When evacuating, do not panic but walk quickly down the staircase by the nearest exit as per Appendix VII and proceed to the Assembly point. DO NOT USE THE LIFTS.

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Assembly Point location (see attached plan)

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All evacuees should not re-enter the building unless instructed by the police and/or Fire Department officers in charge.

1.6. FIRE FIGHTING & EVACU ATION TEAM DUTIES Refer to Appendix 3.

1.7. FIRE OCCURRING OUTSIDE OFFICE HOURS In the even of fire, the Duty Senior Officer will: •

Confirm with the Police and Fire Department Tel. No. 114 of the fire.

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Make the necessary announcement through the P.A System/ Video-phone/PABX/ WalkieTalkie.

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Proceed to fight the fire from a safe distance with the available fire-fighting equipment and attempt to extinguish or control the fire without taking personal risks.

Notify the following persons: POSITION

NAME

CONTACT NUMBER

General Manager Operation Manager Security Supervisor 1.8. FIRE EVACUATION DRILLS •

Fire evacuation drills shall be conducted at least once a year in accordance with this Fire Emergency plan.

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All persons in the building shall participate in the fire evacuation drills.

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The Police and Fire Department should be notified in advance of the date and time of the drill.

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All fire evacuation drills must be recorded on the Evacuation Drill Record Sheet as per Appendix IV.

1.9. USING A FIRE EXTINGUISHER Learn about extinguisher operation before you need the extinguisher. They are very simple to use, but

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practice them can prevent a disaster.

Extinguisher Operation: Remember: Pull-Aim-Squeeze-Sweep (PASS steps)

Pull the Pin at the top of the extinguisher. The pin releases a locking mechanism and will allow you to discharge the extinguisher.

Aim at the base of the fire, not the flames. This is important - in order to put out the fire, you must extinguish the fuel.

Squeeze the lever slowly. This will release the extinguishing agent in the extinguisher. If the handle is released, the discharge will stop.

Sweep from side to side. Using a sweeping motion, move the fire extinguisher back and forth until the fire is completely out. Operate the extinguisher from a safe distance, several feet away, and then move towards the fire once it starts to diminish. Be sure to read the instructions on your fire extinguisher - different fire extinguishers recommend operating them from different distances.

Remember: Aim at the base of the fire, not at the flames!

1.10. IN CHAIR EVACUATION

1.

Unlock brake.

2.

The chair is gently leaned backward and moved to the edge of the first step.

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3.

One helper steadies the chair by holding the rods to which the foot rests are attached.

Note: Do not lift chair from bottom position.

4. The helper in the top position controls the descent of the chair by bending their legs slowly and taking most of the weight.

Important: Never leave empty chairs in staircases!

1.11. EVACUATION BY TWO PEOPLE CARRYING FORE AND AFT Prioritized subject • • •

Person in motorized wheelchair Person with limited walking ability Narrow staircase

1. One helper reaches under arms and grasps the individual’s right wrist with their left hand and left wrist with their right hand.

2. a - If the disabled person is able to separate their legs, the other helper stands between their legs and lifts just above the knees.

2. b - If the disabled person cannot separate their legs, the helper stands alongside and carries from that position.

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3. Helpers control the descent by bending legs slowly and keeping the back erect.

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CHAPTER 2 EARTHQUAKE

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CHAPTER 2 - EARTHQUAKE Earthquakes vary in intensity from mild tremors to major movements that can cause structural damage.

Additional dangers are aftershocks which can occur hours or even days later such as landslide and ground faults. In response to an earthquake, occupants/staff should take the following actions: 2.1. DURING AN EARTHQUAKE •

Do not rush outdoors, since most injuries occur from falling glass, fixtures, plaster, bricks, debris, and electrical lines as people are leaving buildings. STAY PUT!

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When feeling a strong shake, crawl under a table. If no such objects are available, move and lean against an indoor wall, using your hand to cover your head. Maintain this sheltering position until the tremor subsides.

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Stay away from all glass surfaces (windows, mirrors, etc.), tall bookcase and heavy hanging objects.

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NEVER GO TO THE STAIRS DURING AN EARTHQUAKE. The stairs have a different “moment of frequency” (they swing separately from the main part of the building). The stairs are a likely part of the building to be damaged.

DUCK Duck or drop to the floor.

COVER Take cover under a desk, sturdy table, staircase, or doorjamb (beware of the door swinging back and forth). If that is not possible, seek cover against an interior wall, protecting your head and neck with your arms. Hallways are among the safest areas.

HOLD Hold securely on to furniture during the shaking. If the furniture moves, you want to move with it to maintain protection. Remain in that position until the shaking stops.

2.2. AFTER AN EARTHQUAKE •

Remain calm. Think before you act and resist the urge to panic.

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Check for injured persons. Do not move the victim unless he or she is in immediate danger.

Make the victim as comfortable as possible. Keep the upper torso covered with jackets or blankets to help retain core body heat. Seek emergency medical help as soon as possible.

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Immediately report any ruptured utilities in the building. These must be shut off at their source.

Open windows if gas is detected. DO NOT turn any switch, including a light switch, which may spark and ignite the gas.

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Use fire extinguishers to control small fires. Water will probably not be available immediately after the quake for fire suppression.

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Beware of weakened buildings that may have suffered structural damage. Immediately report to General Manager/Department Head if there are walls, glass cracking or landslide found, keep away from these damaged until General Management/Department Head evaluated the building and posted it safe for re-entry.

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Avoid fallen power lines. Rescuing someone in contact with a live electrical line is extremely dangerous and should only be attempted as a last resort. Use a non-conductive pole like a broom handle to move the wire away from the trapped person.

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CHAPTER 3 BOMB EMERGENCY

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CHAPTER 3 - BOMB EMERGENCY On receiving a bomb threat, General Manager will decide whether evacuation or non-evacuation. The following procedures are recommended for planning in the event of a bomb threat call: •

Call the Police Department.

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Control and inspect incoming persons and packages.

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Have members of your staff, in conjunction with Police, search the building.

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Alert all security and maintenance personnel.

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Person receiving call should: -

Keep caller on the line. Do not hang up; the call may be traced.

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Record the Message.

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Ask: Who, What, When, Where, Why, and How?

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Listen for accents, speech impediments, background noise and note the race, sex, and age of the caller.

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If a suspicious object is found, clear the area to a radius of 150m and wait for the police.

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Operator’s Bomb Threat Call Checklist.

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Obtain as much detail as possible about the bomb and its location. Legitimate callers usually wish to avoid injury or death. Therefore, request data by expressing a desire to save lives.

1. ASK a. What is the exact location of the bomb? b. What time is it set to detonate? c. What does it look like? d. What is the explosive? e. Why was it placed?

2. RECORD a. Date and time of call. b. Exact language used. c. Male or female, adult or child, approximate age, race. d. Speech: •

Slow

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Loud

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•

Rapid

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Disguised

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Normal

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Broken

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Excited

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Accent

e. Background noise. f. Name of operator receiving call.

3. NOTIFY a. Report the call to the police. b. Notify the supervisor. c. Follow instructions. d. Do not discuss the call with other personnel.

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CHAPTER 4 RAINSTORM/TYPHOON

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CHAPTER 4 – RAINSTORM/TYPHOON It is usually from June to November every year that Vietnam is within rainstorm and typhoon season.

4.1. BEFORE THE STORM The occupants, on-site building staff should make all necessary precautions and act according to the followings: •

Listen to the latest weather reports from radio.

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Display the latest weather information (e.g. typhoon signal etc.) at the building’s lobby or appropriate location by means of appropriate signage.

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Make ready and inspect all tools and equipments that are necessary for the typhoon/rainstorm precautions, e.g. raincoat, boots, torches, heavy duty tapes, sandbags, rope, pyres, screwdrivers and helmets.

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Securely fasten or relocate all items at the exterior of the building, e.g. metal bars, flower pots, external ceiling panels etc.

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Notify the contractors concerned to securely re-enforce scaffolding, if any.

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Maintain tight communication with the Management Office during typhoon and be ready for emergency situations.

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Inspect all common areas, e.g. roof, pump room, garden and external drainage system to ensure no blockage.

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Prepare sandbags to block appropriate locations immediately to minimize damage.

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Pay particular attention to possible flooding into the pump room, switch rooms and lift room and if discovered, do any possible remedial actions immediately.

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Even when typhoon signal is hoisted, all on-site staff members are expected to report duties as per the duty roster. On-site staff must remain on-duty until the building staff of the next shift report duties.

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All emergencies must be reported in Special Incident Report.

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Handle all emergencies and occupants’ requests in an appropriate and efficient manner.

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As soon as all typhoon signals is down, do everything necessary to facilitate other staff member, and cleaning company to tidy up the building and rectify damaged installations/facilities.

4.2. DURING THE STORM •

Move to areas toward the interior of the building or areas away from glass windows.

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Corridors are usually good havens, but avoid if at all possible corridors facing west or south.

They tend to become wind tunnels. Corridors facing north are the best and those facing east are next best.

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Basement is the safest place.

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Do not use elevators.

4.3. SAFETY CONTROL TEAM DUTIES •

Serve as look-out.

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Sound alerts.

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Maintain order throughout the alert.

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Notify the Fire Department if a wind storm or typhoon causes injuries or property damage.

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Provide immediate first aid.

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Security: In the event of threatening or suspicious acting visitors or intruders in an area either in an area open or not open to the public.

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Stay Calm: Do not attempt anything which could put yourself in danger.

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Whom to Contact: If you have any queries regarding to any matter on fire safety and prevention, please contact any of the following Managers.

POSITION

NAME

CONTACT NUMBER

General Manager Chief Engineer Security Supervisor

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CHAPTER 5 ELECTRICAL FAILURE

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CHAPTER 5 – ELECTRICAL FAILURE 5.1. TO THE RESIDENTS: When electrical failure happens, occupants should contact: •

During working hour: POSITION

CONTACT NUMBER

Management Office Engineering office Chief Engineer •

After working hour: POSITION

CONTACT NUMBER

General Manager Chief Engineer Security Office

5.2. TO THE BUILDING STAFF All electrical tasks must be performed/modified/inspected by skilled electricians or workers under supervision. However, turning on or off the main and sub-circuits for residents/customers is not within the scope of this document (requires supervision).

5.3. PROCEDURES FOR ELECTRICAL FAILURE Upon receiving notification from occupants on power outage, electrical worker or building staff, as appropriate, should attend immediately and carry out investigations.

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Power Outage at One Particular Premises (Not Whole Floor): With the consent of the owner or occupant, turn off the main switch and its associated sub-switches at the premises, reset the customer main switch concerned at the common area / meter room, then turn back on the main switch and then its associated sub-switches one by one at the premises to see if power can be resumed. If power of the main or particular sub-switch cannot be resumed, it is likely that there is an electrical problem within the premises, and the occupant should be advised to arrange for electrical inspection/repair.

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Tripping of RCD/ELCB/RCCB: This may be due to over-loading or earth-leakage of certain electrical appliances within the occupant’s premises. If RCD/ELCB/RCCB cannot be reset, advise the occupant to arrange for electrical inspection/repair for his/her premises.

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Power Outage of the Whole Floor or the Entire Building: The problem is likely to originate from the main switch room or the customer main switch outside premises. Notify CE, GM and shift supervisor immediately for further action.

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For complicated or difficult cases, contact the CE/GM for advice.

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CHAPTER 6 HANDLING OF CRIME SCENE 22

CHAPTER 6 – HANDLING OF CRIME SCENE 6.1. UPON DISCOVERY OF A CRIME (e.g. Theft, Burglary, Intentional Damage) •

Report immediately to: POSITION

NAME

CONTACT NUMBER

General Manager Chief Engineer Security Supervisor Ward Police District Police •

If it is considered safe to do so, attempt to stop the crime or arrest the suspect. Otherwise, the on-site staff member should hide and protect oneself and if possible continue to observe the crime and note any particulars for future investigation. Wait for support or police to arrive.

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If the suspected criminal intends to leave before any support or police arrives, continue to report to the GM on latest situation and note the criminals’ escape routing.

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Afterwards, man the crime scene, ensure no items on site are being touched or moved until the police arrive for investigation.

6.2. IF SUSPICIOUS PERSON IS FOUND •

Report to GM immediately the location of the suspect.

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Record the suspects I.D. No. and the purpose of visit. Allow the suspect to leave if the explanation is satisfactory.

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If the suspect does not co-operate or does not offer satisfactory explanation, report to the GM who either interrogate the suspect further or seek assistance from police.

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If the suspect intends to run away before finishing the interrogation, the on-site staff should try to stop him. If unsuccessful, try to memorize the suspect’s characteristics, trace his escape route and report to GM of the latest development. At the GM’s discretion, adequate staffing could be deployed to search for the suspect.

6.3. AFTER A CRIME HAS BEEN COMMITTED •

Report to the GM immediately.

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Report to the police.

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Investigate and record necessary information (name of victims, contact phone number and details of lost items etc).

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Man the crime scene and prevent any items from being touched or moved until the police arrive.

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Check visitors log and video tape records (if available) to try to identify any suspect.

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Enquire the rest of the occupants if similar incident occurs within their premises.

6.4. REMARKS When any on-site staff member is carrying out the above-mentioned duties, the followings should be observed: •

The staff member is authorized by the Company to question any suspicious person found onsite and request their alibi.

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If the suspect does not co-operate, on-site staff member should not obtain the information forcefully and seek assistance from the police.

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If, however the on-site staff is convinced that the suspect is about to commit or has already committed a crime, he may arrest the suspect, but only if it is considered safe to do so.

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CHAPTER 7 HANDLING OF INJURED PERSONS 25

CHAPTER 7 – HANDLING OF INJURED PERSONS •

Immediately notify the GM and request support.

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If the injured is conscious, briefly enquire the incident.

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If the injury is resulted from a crime, immediately notify the GM to search for suspect.

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If the injury is resulted from an accident, notify GM to segregate the area / facilities that caused the accident.

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CHAPTER 8 LIFT BREAKDOWN

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CHAPTER 8 - LIFT BREAKDOWN Upon occurrence of a lift breakdown, occupants should take the following actions: •

Press the emergency button

•

If possible, call the following numbers: POSITION

NAME

CONTACT NUMBER

Management Office General Manager Chief Engineer Security Supervisor Security Room Upon occurrence of a lift breakdown, building staff member should take the following actions: •

Identify which lift has malfunctioned. If there is a closed circuit television installed at the lift top, note how many people are trapped inside the lift.

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Immediately notify the lift service company for emergency repair.

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Inform the trapped passengers through the intercom that emergency repair will be made, advise the passengers to remain calm.

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If any passengers are found sick or with unstable body condition, immediately contact police or fire department for emergency rescue, regardless whether the lift company emergency team has arrived.

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If the situation is becoming critical or the lift company emergency team does not arrive within a reasonable time, immediately contact police or fire department for emergency rescue.

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If the lift is found damaged, out of order or not operating normally, the lift company should be notified immediately, even if there is no one trapped inside the lift. Arrange for segregation of the lift until it is fully repaired.

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CHAPTER 9 RIOTS/DEMONSTRATION

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CHAPTER 9 - RIOTS/DEMONSTRATION Upon encountering any riots or demonstration, the building staff should take the following actions: •

Inform GM/Security Supervisor immediately.

POSITION

NAME

CONTACT NUMBER

Management Office General Manager Chief Engineer Security Supervisor Security Room Ward Police District Police •

Do everything possible to safeguard the assets and properties of building occupants.

•

Shut down the main gate roller shutter of the main entrance.

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Instruct the building staff stationed at the main gate/entrance not to argue with demonstrators, and attempt to maintain the situation under control. Wait for the police to arrive.

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Closely monitor the rioters/demonstrators to see if there are any violent acts, i.e. intentional damage, setting of fire, etc. committed.

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CHAPTER 10 PLUMBING/FLOODING

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CHAPTER 10 - PLUMBING/FLOODING Procedures for Plumbing and Flooding: 10.1. CHECK THE TANK •

If the tanks are empty, it is likely that the pump is malfunctioned. Notify the CE for repair.

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Notify occupants of the water suspension and that repair is in progress.

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If the tank at the pump room is empty, it is likely that the problem originates from the water mains. Check if the water mains have been turned off and if not call the water authority for emergency repair.

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Overflowing of Tanks: It is likely that the ball-cock is malfunctioned. Switch to manual operation.

Turn down the tap to reduce water flow by half and inspect the tank at least every two hours to monitor the water level. Notify the CE at the first opportunity.

10.2. BURST PIPES AT COMMON AREAS •

Turn off the concerned water taps.

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If necessary, suspend lift operation and position all lift cars at the top floor to avoid damage by flooding.

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Place sandbags by the lift doors and landings on the floor concerned to prevent water from flooding downward.

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Notify CE/GM at the first opportunity

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Notify cleaners to clear water from affected areas

10.3. FLOODING AT INDIVIDUAL PREMISES •

Turn off the water valve concerned to the premises.

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Place sandbags by the premises door entrance to prevent water flooding out.

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Notify occupants to arrange for emergency repair.

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Check if any premises from the floor below are affected, and report to the management office for necessary action. (E.g. on-site liaison with occupants affected, etc.)

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Notify cleaners to clear water from affected areas.

10.4. BAD WATER QUALITY •

Call the Water Company to report the water quality and also enquire the cause of bad quality, whether the repair is in progress etc.

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If necessary, suspend water supply temporarily.

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Respond to the person making the complaint and brief them on the follow-up progress.

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CHAPTER 11 LEAKAGE/SPILLAGE

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CHAPTER 11 - LEAKAGE/SPILLAGE Handling of leakage or spillage of any substance that can cause harm to the environment, including chemicals, diesel oil, lube oil, refrigerant, paint, varnish, glues, solvents and untreated effluent (from waste water treatment plant).

If this occurs the on-site building staff/CE should act according to the followings: •

Check the Material Safety Data Sheet for specific instructions, if any.

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Instruct staff to keep a safe distance from the spillage area and contact the appropriate contractor, if necessary.

•

If necessary, open windows to provide forced ventilation and close the doors of the room where the spillage/leakage has taken place.

•

If the spillage/leakage involves large quantities of substances classified as dangerous goods then call the emergency services.

•

•

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Only appropriately trained staff with suitable protective clothing and equipment should be allowed to enter and clean up the spillage/leakage area.

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Large quantities should be transferred back into suitable containers by using suitable equipments such as operated pumps, scoops or shovels.

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Small quantities should be covered and mixed with suitable absorbing materials, such as tissue paper, dry sand or vermiculite.

If spillage/leakage occurs in an open area: -

Wipe the spillage/leakage immediately with tissue paper, dry soft sand or vermiculite.

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The waste should be transferred to suitable containers and disposed as chemical waste.

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Areas contaminated by spillage or leakage should be cleaned using water, kerosene or turpentine, as necessary. The waste from the cleanup should be treated as chemical waste and disposed of in accordance with environmental guidelines.

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In incidents where the spillage/leakage any result in serious contamination of an area or risk of pollution, the Environmental Protection Department should be informed immediately.

The GM shall report the incident by following the Reporting of Special Incidents Instruction.

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CHAPTER 12 IDENTIFYING/HANDLING OF SUSPICIOUS PACKAGES AND ENVELOPES 35

CHAPTER 12 - IDENTIFYING/HANDLING OF SUSPICIOUS PACKAGES AND ENVELOPES IDENTIFICATION METHOD A package/envelope should potentially be regarded as suspicious if an occupier has identified it as: •

Inappropriate or unusual labeling, such as marked with threatening language or excessive postage

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Oily stains, discolorations, or unsual odor

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Powdery substance fell through or appearing on the package/envelope

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Uneven or excessive packaging material, i.e. tape, string, etc.

Note: If the package has a ticking sound, protruding wires or aluminum foil and/or if there has been a bomb threat in the building, then this should potentially be regarded as Bomb Threat.

If a suspicious package/envelope (in accordance with above) has been received either directly or by one of the occupiers of the building, the on-site staff member should handle the situation by the following procedures: •

Identify the location where the suspicious article has been found / received.

•

Notify the General Manager.

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If holding the package put it down on a stable surface. DO NOT TOUCH OR EXAMINE THE CONTENTS.

•

Segregate the immediate area as much as possible (but ensure those who had contact with the package remain in the surrounding area).

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Close all doors.

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Shut off ventilation system (if possible).

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Reschedule lift service and monitor staircases to prevent access on affected floor(s).

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Make a list of persons in the area when the article was found / suspected and others that may have been in contact with the suspicious article.

•

The GM shall record and report the incident by following the instruction for Reporting of Special Incidents.

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CHAPTER 13 FIRST AID FOR DROWNING OR NEAR-DROWNING INCIDENTS

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CHAPTER 13 - FIRST AID FOR DROWNING OR NEAR-DROWNING INCIDENTS 13.1

CAUSES

Drowning fatalities occur when the victim is unable to breathe. The cause is the entry of water (or other substances) into the airway and lungs, leading to a series of choking, constricting the trachea, and obstructing the supply of air. A prompt response can help save the victim's life.

13.2

IDENTIFICATION SIGNS

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When a person is drowning, their body tends to sink until only their head remains above water, in a vertical position.

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The breathing bubbles become weaker, and the movements to stay afloat in the water slow down or stop altogether.

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The victim's face, especially around the lips, may turn bluish.

13.3

PROCEDURES

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Do not immediately jump into the water to rescue the victim. Throw a lifebuoy or any floating object into the water. If the victim is conscious, they can grab onto the buoy and stay afloat.

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Inform the on-duty personnel at the control center to call the rescue team.

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Do not enter the water if there is an electric current detected, to avoid endangering your life.

•

Ensure that all lighting in the pool area does not cause electric conduction in the water. If you are certain there is no electricity in the water, remove the victim from the water.

•

Place the victim on their stomach, turn their head to one side, and extend their arms above their head. For infants and young children: Hold their legs, turn them upside down for a few seconds.

•

Place both hands on the victim's abdomen, lifting the entire body. This action is to expel water from the lungs.

•

Perform artificial respiration (CPR) until the victim's breathing returns to normal.

•

Continue performing artificial respiration until the rescue team arrives if the victim still does not show signs of breathing.

•

Once the victim starts breathing, place them on their back until the rescue team arrives. Cover the victim with a thin blanket.

13.4

IMPORTANT

1. Even if the victim starts breathing again, they must still be taken to the hospital. The victim may still be in a critical condition without realizing it. The victim could die within 24 hours after experiencing near-drowning due to not recognizing the level of danger.

2. Do not allow residents/guests to refuse medical assistance. Call emergency medical services and check the victim's condition, regardless of whether the victim wants it or not.

38

CHAPTER 14 RESIDENT OR STAFF FOUND DEAD 39

CHAPTER 14 - RESIDENT OR STAFF FOUND DEAD The security team is responsible for protecting the scene's security, ensuring that the scene is not compromised until the arrival of the police, law enforcement, and rescue teams.

1. Staff finding a deceased victim should immediately inform the supervisor and report the situation: •

Report the name of the person reporting.

•

Location of the victim.

•

Name of the victim (if known).

Exit the room but remain outside the door and wait for the security personnel to arrive.

2. The Management team must promptly notify the Security Department and Technical Department by making announcements over the public address system.

Repeat the information until the Security and Technical Departments are aware and move to the apartment/room, the area where the deceased person is.

Report to General Manager or Responsible Manager.

3. The security department •

Confirm the victim's death.

•

Report to the building's management, call the emergency and police.

•

Cover the victim's body but do not move any part of it.

•

Protect the scene and prevent anyone from disturbing the victim's body or the scene. Lock or secure access doors.

•

If it's an apartment: Only one security personnel is allowed to enter.

•

If it's a public area: Cordon off the area. Reorganize personnel in the area. The management will put up "No Entry" signs at the entrances/exits.

•

Do not touch or move anything at the scene. Do not make any assumptions about natural death until the forensic personnel make their conclusions.

•

If there are witnesses or family members present, isolate them in a comfortable and safe place until the arrival of the police.

4. The technical department: •

Assist the security personnel as requested.

•

Make announcements over the building's public address system when moving the victim through different areas in the building and cleaning those areas, reopening public areas.

5. The General Manager: •

Ensure that the police, law enforcement, and rescue teams are sent to the scene.

40

•

Assist the crowd control team or staff if the body is located in a public area.

•

Direct the media away from the public area, away from the victim's body if necessary.

•

The General Manager is responsible for calming and comforting staff and assisting family members of the victim. Arrange for a private room, provide drinks, or arrange for staff to be in contact with the victim's family.

•

Report the situation to the Company's Board of Directors.

•

Assist the police when they request information or support; assist the funeral vehicle in removing the deceased body from the scene.

•

In any case, refrain from making personal statements or comments to the media, public, or any other parties except the investigating authorities.

6. Cleaning Department: •

After the funeral vehicle has removed the deceased body from the scene, proceed to clean and disinfect the area.

•

The General Manager should also pay attention to the staff who discovered the victim's body and the department where the victim worked if the victim was an employee of the building.

41

CHAPTER 15 SUICIDE

42

CHAPTER 15 - SUICIDE 1. If an employee discovers someone with suicidal intentions, they should not approach that person but instead leave the area immediately and contact the Supervisor and General Manager of the building, providing the following information: •

Clearly state the name of the reporting person.

•

The location of the person with suicidal intentions.

•

The name of the person with suicidal intentions (if known).

•

Wait at a safe location close to the person with suicidal intentions and guide the security personnel when they arrive.

2. Assist in preventing outsiders from gathering.

3. Service staff: •

Report immediately to the General Manager.

•

Wait for further instructions.

4. Security personnel: •

If the person is already fully committed to suicide, follow the emergency response procedures.

•

If the person is attempting suicide, assess the situation.

•

Inform superiors to call the police, law enforcement, and rescue team and request their presence.

•

Move away from the area and wait until the police and law enforcement arrive.

5. Technical department: •

Support the security personnel.

•

Make an announcement over the building's public address system when the situation has been normalized.

6. General Manager or Responsible Department Head: •

Ensure that the police, law enforcement, and rescue team are dispatched to the scene.

•

Ensure the safety of other residents/guests and building staff.

•

Assist in crowd control if the situation becomes complicated.

•

Provide assistance to the ambulance team upon their arrival.

43

CHAPTER 16 INDIVIDUAL WITH MENTAL INSTABILITY 44

CHAPTER 16 - INDIVIDUAL WITH MENTAL INSTABILITY 1. Personnel may encounter situations that require dealing with individuals who are mentally unstable due to the influence of stimulants/drugs/alcohol. These individuals may pose a danger to themselves and those around them. These cases should be handled promptly, safely, and with empathy rather than confrontation or conflict.

2. Employees encountering such situations should immediately maintain a safe distance and contact the Operations Manager, providing the following information: •

Employee's name.

•

Location of the mentally unstable person.

•

Behavior or demeanor of the individual.

•

Is the individual displaying any signs of danger?

•

Stand in a safe position close to the area to guide the security personnel when they arrive.

3. Contact the Security and Technical Department: •

Repeat the information until both departments respond.

•

Clearly state the location and any objects the mentally unstable person may be holding.

•

Report the ongoing situation to the General Manager or the responsible manager.

•

Wait for further instructions.

4. Security Department: •

As soon as you see the individual, approach and assess whether they are holding anything that could pose a threat.

•

Report to superiors and call the Police, Law Enforcement, and Ambulance, but DO NOT ACTIVATE THE ALARM.

•

If the individual is not an immediate danger, maintain a calm demeanor to build trust and allow you to handle the situation without confrontation or loud voices.

•

Avoid cornering the individual to prevent them from feeling trapped and reacting aggressively.

•

In situations requiring immediate action to protect the safety of the victim and others, take prompt action. Note: individuals with mental disorders often exhibit strength, heightened sensitivity, and vigilance even when they are not fully conscious or rational.

•

Never attempt to physically confront an emotionally unstable person. Seek assistance from other staff members present at the scene.

•

The best approach is to observe the individual and refrain from taking any action unless the life and safety of others are threatened.

5. Technical department: •

Provide support to security personnel when necessary.

45

•

Wait for the police or law enforcement unless there are signs of confrontation.

6. General Manager or Responsible Department Head •

Ensure that the Police and Ambulance are being dispatched, and DO NOT ACTIVATE THE ALARM.

•

Avoid adding additional pressure to the emotionally unstable individual.

•

Ensure that no residents, guests, or staff are within the danger zone.

•

Manage the crowd.

•

Wait for the Police and provide assistance if needed.

46

CHAPTER 17 POWER OUTAGE

47

CHAPTER 17 - POWER OUTAGE General notes: 1. There are two cases of power outage: •

Power outage due to fires, natural disasters, physical system malfunctions, accidents, or explosions.

•

Power tripping due to overloading.

2. Depending on the type of power outage, determine the appropriate response, for example, power outage due to natural disasters or pre-notified power outage.

3. The General Manager and Chief Engineer need to analyze the special requirements of the building in case of power outage.

4. Instruct residents to refer to the Building Handbook to understand the specific characteristics of each apartment and how to deal with power outage situations.

5. Regardless of the type of power outage, all members of the Management Board should return to the building to support residents and protect personal belongings.

6. Regularly inspect emergency equipment and ensure that all devices are functioning properly during a power outage.

7. The General Manager must ensure that all parts have flashlights and backup batteries because: •

There will not be enough time to search for flashlights when a power outage occurs.

•

Professional response during emergencies without disrupting operations.

8. Always remember that residents may not be familiar with the surroundings of their apartments.

9. Being alone in the dark is frightening.

•

The responsibility of the Building Management is to ensure the safety of everyone, and the Management will do its utmost to handle the situation.

•

Staff may also feel stressed.

10. In case of a power outage, open the Residents' Lounge, provide drinking water and light snacks.

•

Invite residents to the Residents' Lounge if they feel uncomfortable waiting in their apartments.

•

This is especially effective when there are children or elderly people in the apartment.

11. All apartments should have on-site firefighting systems to ensure smooth operation every day.

•

This is to ensure smooth operation even in the event of a fire.

•

Provide necessary information for the safety of residents, such as a list of apartment names and room numbers for evacuation purposes.

Situation of power outage foreseen by the Building Management:

48

•

Power outage according to designated areas with specific time frames.

•

If advance notice of the power outage is given, preparations should be made to minimize the impact on the building's operations.

•

The power company may call to inform about the scheduled power outage.

•

Check the weather conditions to assess the possibility of power outage.

Anyone receiving information about the power outage needs to inform the General Manager and Chief Engineer.

1. Front Desk: •

Report the situation to the General Manager or Department Head.

•

Send letters notifying the residents.

•

Send copies of the notification to all departments.

•

Remind all departments of the power outage status.

•

Prepare a report.

•

Secure cash and valuable assets in a safe.

•

Be ready to answer phone calls from residents, keep calm, and instruct residents to stay in their apartments until the power is restored.

•

If necessary, direct residents to the Residents' Lounge. However, it is safer for residents to stay in their apartments.

•

Gather all LED flashlights, portable lamps, and be prepared for the power outage.

2. General Manager: •

Set up a Communication Center for coordination and communication.

•

Ensure that the power outage notice is sent to all apartments, and department heads are informed of the situation.

•

Assign staff to prepare drinking water and light refreshments in the Residents' Lounge, creating a safe and reassuring atmosphere. Provide additional handheld flashlights if necessary.

•

Contact the technical team to ensure all technical systems in the building are ready for the power outage.

•

Carry handheld flashlights to illuminate the corridors (except for leaving some in the Residents' Lounge).

•

Arrange for staff to assist residents as needed (this should be included in the preparation plan).

•

Remain calm and inform residents/customers that the situation is under control.

3. Technical Department: •

The General Manager and Chief Engineer must explain the situation to the technical department

49

to cater to the specific requirements of the building before an emergency occurs.

•

Turn off all affected systems during the power outage.

•

Gather all portable lamps. Provide enough lamps in the Residents' Lounge to ensure a comfortable atmosphere, and the rest can be taken to the lobby.

•

Wait for the power to be restored and start restarting equipment according to the instructions in the usage and maintenance guide (review the instructions before an emergency occurs) and initiate a building check.

4. Security Department: •

The General Manager and Head of the Security Department must specifically explain the situation to ensure appropriate responses according to the specific characteristics of the building.

•

Understand all evacuation routes in the building. Ensure that all emergency equipment is functioning effectively.

•

Return all elevators to the lobby and ensure that no one is trapped in the elevators when the power outage occurs.

5. Other Departments: •

The General Manager, together with other departments, will plan action steps before an emergency occurs.

•

Turn off all devices that are currently turned on.

•

Continue working if safety conditions are ensured.

•

If the working area is too dark, return to the department's office and wait for further instructions from the responsible manager.

Check the attachment checklist for power outage situations.

INSERT THE BUILDING LOGO Checklist for power outage situations.

TASK

EXECUTIVE

Record the time of receiving the call.

COMPLETE

NOTE Time:

Assign a responsible manager or make an announcement on the PA system.

Contact the on-duty technician and ensure that the technical department is investigating the cause.

Establish communication at the Command Center.

50

Compile a list of residents who may be affected by the power outage and assign a manager to visit and check on them.

Decide which course of action to follow long-term action plan or short-term action plan. Long-term action plan should include providing alternative accommodations for residents.

The long-term action plan should include providing alternative rooms or apartments for residents to stay.

Place flashlights in the lobby for easy access.

SUPPLEMENT THIS LIST WITH RELEVANT ITEMS.

51

CHAPTER 18 THEFT

52

CHAPTER 18 - THEFT 1. If confronted by a thief: •

Stay calm. Avoid getting agitated, as it can increase the risk of harm to yourself and those around you.

•

Observe the physical characteristics of the thief (ethnicity, gender, age, height, hair, eyes, clothing color, or any other distinguishing features).

•

COMPLY WITH THE THIEF'S DEMANDS. Do not voluntarily provide information.

•

AVOID SUDDEN MOVEMENTS. Move slowly and clearly communicate with the thief about any actions you intend to take before executing them.

•

DO NOT THREATEN YOUR OWN LIFE.

2. When the thief is leaving: •

Lock the doors if possible to prevent the thief from returning.

•

Immediately call the police once you are out of danger.

•

Inform the General Manager or call the Management hotline.

•

Document all the details of the thief and the entire situation. Note down anything and everything that comes to your mind, even if it seems irrelevant. Let the police classify the information; it doesn't have to be in a logical order.

•

Do not touch or move anything until the police arrive.

•

Refrain from speaking with any residents or concerned parties until the person have spoken with the police.

•

Are there any other witnesses? Ask them to document all the information they can remember.

3. General Manager or responsible personnel: •

Ensure the safety of all residents and staff.

•

Instruct relevant staff to remain calm and stay in a designated space where you can address them.

53

CHAPTER 19 MEDICAL EMERGENCIES

54

CHAPTER 19 - MEDICAL EMERGENCIES The Management must react immediately to any incidents related to medical emergencies involving residents, customers, or building staff. Due to the importance of handling emergency situations, all members should receive training and certification in Basic First Aid. NOTICE TO EMERGENCY PREPAREDNESS TEAM The building staff: •

Upon receiving a medical emergency request, the Management should immediately assign trained first-aid staff to respond, either directly or through internal communication systems.

•

The designated staff should promptly proceed to assist the patient.

Emergency Preparedness Team: •

Depending on the situation, the Management and building staff should call 115 and/or the Emergency Preparedness Team to seek support from the nearest medical facility. Concise information should be provided to the call center staff in the following order: -

Exact address of the caller.

-

Name of the building.

-

Brief description of the patient's condition and their location within the building.

•

If possible, the staff assigned to handle the medical incident should make a call to provide additional information to the call center or medical unit, offering continuous updates on the patient's current condition. Moreover, medical personnel can provide instructions to minimize symptoms, complications, and increase survival chances while en route to the patient's location.

•

Emergency personnel within the building should try to remain calm and reassure the patient and/or their family by explaining that the emergency medical unit is on the way.

Training: PMC will provide training and issue certificates to members and staff to ensure an adequate number of trained personnel with the necessary skills to minimize medical emergencies within the service industry.

HANDLING EMPLOYEE MEDICAL CASES IN THE BUILDING 1. Overview: •

Emphasize the Management of costs related to personnel encountering workplace accidents.

•

The process of investigating the causes of accidents is crucial to implementing preventive measures and minimizing occupational risks in the future.

•

The immediate supervisor of the personnel involved will conduct the investigation.

•

The Management team is responsible for determining the cause of the employee's injury (whether it was an unfortunate accident, lack of safety assurance during work, lack of proper occupational training, or a combination of these factors) and taking corrective actions.

2. Responsibilities:

55

•

All incidents involving employees, whether requiring medical treatment or not, must be investigated to develop corrective measures.

•

All employees have a duty to share responsibility in preventing occupational injuries.

PREVENTING WORKPLACE ACCIDENTS IS EVERYONE'S RESPONSIBILITY.

•

The supervisors of the departments in which the injured employees work are responsible for investigating the incidents and implementing corrective actions.

3. Accident scene: The Department Head or the reporting employee present at the accident scene should: •

Ensure prompt response to the injured person's medical needs. Provide first aid when necessary and transport the injured person to the nearest medical facility.

•

Immediately report the injury incident to the Emergency Preparedness Team. Complete all required procedures. The management team should report all injury incidents and work-related illnesses related to personnel.

•

Implement measures to minimize damages. Inspect the accident scene and promptly take actions to rectify any hazards that led to the accident.

4. On-site First Aid: •

During work, employees who sustain minor injuries (cuts, scratches, burns, bumps, falls, etc.) should receive immediate first aid.

•

Each work shift must have at least 02 employees trained in first aid.

•

Maintain a list of all employees qualified to administer first aid in each department.

•

Record the procedures for providing first aid at each first aid station. The first aid log must be kept for 1 year.

•

After 30 days, continue to monitor incidents to determine if they qualify as accidents.

5. Serious injuries: Một nhân viên bị thương nghiêm trọng trong quá trình làm việc phải được chuyển ngay lập tức đến phòng khám hoặc bệnh viện gần nhất. Sử dụng {TÊN, ĐỊA CHỈ VÀ SỐ ĐIỆN THOẠI CỦA BỆNH VIỆN GẦN NHẤT}.Điền đầy đủ thông tin bởi quản lý và gửi cùng với bệnh nhân. Biểu mẫu này ủy quyền cho việc điều trị y tế như một trường hợp Bảo hiểm Tai nạn lao động. (Một bản sao của biểu mẫu Nhận dạng Y tế được đính kèm trong phần này).

If the injured employee cannot return to work after medical treatment, the company's HR Department will contact the treating physician to inquire about the degree of disability and the expected time off. The General Manager and relevant supervisors must be informed of the accident and the estimated time off.

If the injury is severe enough to result in extended leave, the accident must be reported to the local Social Insurance Agency within 24 hours.

All internally treated (first aid) injury reports will be kept in the company's HR Department.

56

CHAPTER 20 GAS LEAKS

57

CHAPTER 20 - GAS LEAKS In the event of catastrophic incidents such as earthquakes or bomb explosions, it can easily lead to gas pipe ruptures. Although kitchen gas supply systems can automatically shut off using special valves in case of power outages, earthquakes, or fires, the areas behind the kitchen and other parts of the restaurant or dining area may not be protected in the same way. Therefore, procedures for handling gas pipe ruptures are important and necessary to protect employees, residents, customers, and shared property.

All staff members need to remain calm for residents and customers. Timely evacuation from the affected area or building is crucial for preserving lives. Evacuation must be carried out immediately and maintained until instructed to stop by the Emergency Operations Center or firefighting team.

Natural gas can cause explosions when its concentration in normal air ranges from about 4% to 14%.

Special attention must be given to reducing fire hazards from electrical sparks or open flames.

In this case, natural ventilation of the building should be ensured by opening doors and windows. Do not turn on exhaust fans if they are not already running, as their motors can generate sparks.

PROPANE GAS Due to the potential for significant damage from propane gas leaks, safe handling and storage procedures are of utmost importance. Even a small propane leak can quickly become a disaster.

Propane is stored under pressure as a liquid, and it turns back into a gas when you release some pressure from the gas cylinder. Unlike natural gas, propane is heavier than air and can accumulate in low-lying areas such as basements or along floors, posing particular dangers. Like natural gas, propane is colorless but has a characteristic odor and similar flammability properties.

All gas cylinders contain pressure relief valves that can release gas when the internal pressure exceeds the safe limit. If gas ignites, it will heat up the cylinder, leading to increased pressure and more gas being released. This creates a potentially hazardous cycle that could result in a cylinder explosion and rapid energy release. Hence, it is crucial to prevent any ignition sources near the area of a propane leak.

Due to the liquid nature of propane, a certain amount of space in the cylinder must be reserved for expansion. If the cylinder is overfilled beyond the safe limit, any increase in temperature may result in propane leaking through the safety valve. Periodically checking the gas cylinder is necessary to ensure that the liquid level does not exceed the safe limit. This should be done in a safe area away from any ignition sources and can be checked by opening a specific relief valve integrated into the cylinder for this purpose. If liquid escapes from the relief valve when it is opened, it may indicate that the cylinder has been overfilled and should be returned to the supplier.

Propane cylinders, especially larger ones, should not be stored, transported, or used in buildings already occupied by people. Buildings should have a designated storage area for propane that meets fire safety requirements.

58

CHAPTER 21 AIRCRAFT DISASTERS

59

CHAPTER 21 - AIRCRAFT DISASTERS Unlike most other emergencies, incidents related to airplanes may require urgent responses to fires, explosions, structural collapses, and injuries or fatalities. These situations will be addressed separately in this plan.

However, some airplane-related emergencies can differ from other incidents due to the large amount of highly flammable aircraft fuel.

FIRE This is a primary concern for the Emergency Preparedness Team. In addition to regular concerns, special attention should be paid to the fuel status. The Emergency Preparedness Team should consider the following issues: •

Any liquid of unknown origin should be considered hazardous.

•

Fuel can rapidly flow down to lower floors of the building through corridors, elevators, and other vertical openings. It can also spread along the exterior of the building.

•

Evacuation or relocation may need to be deployed to move residents/customers and building staff to the safest areas farthest from the impact point.

INJURIES/FATALITIES Safety must always be the top priority. However, the Emergency Preparedness Team should always be prepared if injuries occur on a large scale.

60

CHAPTER 22 INTERRUPTION OF WATER SERVICE 61

CHAPTER 22 – INTERRUPTION OF WATER SERVICE Procedure for Responding to a WATER OUTAGE in INDIVIDUAL APARTMENT, SINGLE FLOOR, or LOSS OF ONE PART OF THE BUILDING: •

Checking water fees for apartments or whether residents/customers are aware of maintenance schedules.

•

A technical staff member will inspect the water outlets in the apartment. If there is still no water, the technician will proceed to check the water storage tank, shut-off valves, pressure-reducing valves on adjacent floors, apartment water valves, and the apartment's water meter etc.

Procedure for responding to a WATER OUTAGE in the ENTIRE BUILDING: •

A technical staff member will visit the affected apartments to assess the situation.

•

Resolve the technical issue.

•

Notify residents directly through the building's public address system or send written notifications via communication channels such as email, Zalo, Viber, etc. Inform residents of the expected duration of the outage so they can plan their activities accordingly.

Alternative solutions: RESTROOM •

Ensure public restrooms are equipped with sufficient facilities for residents/customers to access during the water outage and can be used until the water supply is restored.

DRINKING WATER/HOUSEHOLD WATER •

Use bottled water.

And/or •

Arrange for the use of approved mobile water tankers if necessary.

62

CHAPTER 23 CONTAMINATED WATER SUPPLY 63

CHAPTER 23 – CONTAMINATED WATER SUPPLY The technical staff will come to the apartment to inspect and report the results.

Review the maintenance and cleaning process of water tanks/pipes that have been carried out according to the Standard for Clean Water 01/2009/ MOH and the guidance decrees issued by the Ministry of Health, as well as the actual source of water supplied to the building. The cleaning process should be conducted annually for the water tank and main pipes, and every 3-5 years for the apartment's pipes and water meter. the results of checking water incidents in the apartments in the last 3 months.

Implement the process of inspecting apartment water pipes to report cases of dirty water:

Flush water in the pipes.

Record the current state of 1m of the apartment's water pipe after the water meter.

Record the current state of 1m of the apartment's water pipe before the shower, toilet basin, and kitchen sink.

Save the image results.

Make a report with the opinions and signatures of the owner/customer.

The conclusion & recommendations of the Chief Engineer will be included in the incident report sent to the resident community/customer.

The Building Management and Chief Engineer will meet with the apartment owner/customer and the Building Owner’s Committee with complete records and evidence to identify the cause of water contamination and propose short-term and long-term solutions for each apartment with water incidents.

Perform the flushing process for the apartment with a plan to flush the pipes using compressed air with industrial cleaning chemicals or circulate with industrial chemicals.

Take photos of the process and the results of the pipe, the cleaned dirt, and the water quality after pipe cleaning.

64

CHAPTER 24 FOODBORNE CRISIS

65

CHAPTER 24 – FOODBORNE CRISIS •

Food poisoning arises from consuming food contaminated with physical, microbial, or chemical pollutants.

•

An INCIDENT is a situation where a person with food poisoning can be isolated, and there are no other direct related cases.

•

A food poisoning outbreak is a situation where there are two or more illness cases related to food, and patients experience similar or identical symptoms within the same time frame after consuming a specific food or ingredient.

•

Product recalls must be handled similarly to incident management, with a priority on disposing of the recalled products.

•

Whether dealing with an individual food poisoning case or a food poisoning outbreak, procedural standards must be followed and adhered to.

The process is divided into three steps: -

Planning and preparation

-

Response mechanisms

-

Communication

These procedures must be incorporated into the standard procedures of the building and clearly communicated to all existing and new personnel.

PLANNING AND PREPARATION •

Designate a spokesperson: General Manager.

•

Supervisors/Department Heads (delegated by the General Manager in their absence).

•

Have contingency plans ready 24/7.

Maintain emergency contact numbers, including Local Health Department, Poison Control Center, and food suppliers.

Ensure all building personnel are adequately trained in the policies and procedures for food poisoning response. Review all building protocols, standards, and specially designed processes for handling food poisoning incidents. These procedures should be checked and reviewed during: •

Company, regional, and branch-level meetings.

•

Departmental meetings.

RESPONSE MECHANISM the event of food poisoning, follow these steps: STEP 1: •

Remember that food poisoning has a wide range of incubation periods, from a few minutes to several months.

66

•

All complaints related to food poisoning, whether from residents/customers or the local Health Department, must be reported to the General Manager.

•

All incidents must be treated and reported seriously and transparently. In the case of periodic investigations by the local Health Department, full cooperation is required.

•

The F&B department supervisor should gather all reports and complete the Food Poisoning Report (Appendix A). The purpose is to identify the source of the food poisoning to prevent future incidents.

•

Building personnel should have basic knowledge of food safety. Additionally, each staff member should maintain a cooperative attitude to identify the source of the poisoning to protect residents/customers and colleagues.

STEP 2: Discuss the issues and symptoms with the General Manager, Supervisor, and Department Head and determine if there are similar occurrences within the same timeframe.

If it is an INDIVIDUAL INCIDENT: •

The General Manager or Department Head in charge will decide on appropriate actions. Monitor for 6 hours from the appearance of symptoms. Additionally, inform residents/customers once it is confirmed that their symptoms have been diagnosed as an isolated case. Also, communicate that the building has a comprehensive Food Safety Standard program.

•

When requested by the local authorities, notify the local Health Department and provide them with a written report about the INCIDENT.

•

Retain all documentation related to the incident in the record for 5 years for future reference (Appendix B).

If it is a MASS INCIDENT: If necessary, take samples for testing of suspected food items to find the cause.

STEP 3: •

In the event of a mass poisoning incident, the General Manager and Department Head designated must actively participate in the investigation.

•

In all cases, only the Building Manager or the designated Department Head, in the absence of the General Manager, shall be the spokesperson of the Management Board in front of the public or the press.

•

Immediately notify the Community Development department to coordinate communication and reporting on the incident.

•

Promptly inform the local Health Department.

•

Continue to identify the source of the illness and isolate all potentially contaminated food items.

•

Check the history of incoming and outgoing shipments to identify any discrepancies in the control of goods.

•

Review temperature logs to determine if there have been any sudden temperature changes.

•

Check the expiration dates on all food products to identify any items that may have expired.

67

•

Collect medical records and test results to determine if there is compelling evidence of food poisoning.

•

Seek expert opinions, and if necessary, collect samples of suspected food products for laboratory testing.

•

Review the work attendance and sick leave records of those affected by the poisoning.

•

Gather all service records for related equipment, such as refrigerators and freezers.

•

Collect records and documentation of food safety training.

COMMUNICATION Notify the designated spokesperson of the Management about the communication activities and inform residents/customers. Refer to the Crisis Communication section of this Handbook for guidance.

68

CHAPTER 25 CHEMICAL, BIOLOGICAL, RADIOLOGICAL, NUCLEAR THREATS AND CONTAGIOUS DISEASE 69

CHAPTER 25 - CHEMICAL, BIOLOGICAL, RADIOLOGICAL, NUCLEAR THREATS AND CONTAGIOUS DISEASE MAIL AND PACKAGE SCREENING The following mail and package handling procedures apply to all Building Management Boards (BMB).

These procedures are developed based on guidance from the Center for Disease Control and Prevention (CDC).

1. RECEIVING MAIL AND PACKAGES All incoming mail and packages (USPS, personal, and commercial deliveries) must be checked and recorded for the following information: recipient's name, sender's details, address, date and time of delivery, and method of delivery.

2. SUSPICIOUS MAIL AND PACKAGES After initial screening, any letters or packages falling under the following criteria will be considered suspicious and require special handling: -

Missing address details.

-

Shows signs of liquid leakage.

-

Shows signs of powder leakage.

-

Contains inappropriate or provocative language.

-

Sent from a sensitive location or postmarked from an unusual location.

-

Has a different return address from the postal stamp or invoice address.

-

Packages with protruding wires, strange odors, or visible stains.

-

Packages emitting sound or noise.

3. PROCEDURES FOR HANDLING AND NOTIFYING AUTHORITIES When any mail or package is described as mentioned above, the receiving staff should minimize contact with the mail or package. Keep the package intact while waiting for the relevant authorities to investigate.

In such cases, law enforcement/emergency services will be notified and requested to respond for further investigation and guidance. The receiving staff handling these items should wash their hands with soap.

The Management has the right and obligation to refuse service to an individual with a communicable disease, including but not limited to diseases such as tuberculosis, SARS, hepatitis, Norwalk virus, Legionnaire's disease, and measles. However, as a place of residence, the building must comply with local laws and regulations.

No discrimination against individuals with disabilities. Before refusing service to anyone, personnel should consult the Legal Department for advice.

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If the Management has reasonable grounds to suspect, or has been informed by a credible source, the following steps should be taken: Notify the Health Department, Police, Security, and the company’s Board of Directors. Property Management must maintain the confidentiality of medical information related to residents/customers or the Management staff.

The following are general guidelines for dealing with situations involving an individual suspected of having a communicable disease within the building premises: 1. Request residents/customers to return to their apartments or visit the nearest healthcare facility.

Minimize contact with others. An affected staff member should be sent home and seek medical examination.

2. Call the local Health Department to report the case and follow their instructions.

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CHAPTER 26 TRANSPORTATION EMERGENCY 72

CHAPTER 26 – TRANSPORTATION EMERGENCY In case of receiving a call from the Aviation Center reporting an airplane accident, the following personnel will be contacted: 1.

2.

3.

4.

The General Manager.

On-duty Supervisor.

Security Department.

Crisis Management Team.

It is essential to gather as much information as possible from the communication center so that the Management can be as prepared as possible.

SUPERVISION Immediately after receiving the call, the supervisor should take the following steps: • • • • • • •

Request a list of individuals who need assistance.

Identify a location for providing support, prioritizing large spaces such as meeting halls or community rooms.

Once arrangements are made, inform all relevant parties.

Mobilize all staff, and arrange the space with 10 to 20 rows of chairs, tables, or small podiums.

Deploy all walkie-talkies to facilitate communication.

The supervisor is responsible for ensuring that all procedures are followed according to these steps until authorized by the General Manager or Department Head to make changes.

Arrange suitable staff to ensure there is continuous support for residents living in the building.

SECURITY • • •

Deploy on-duty security personnel and request their response to support incident control.

Mobilize all on-duty security personnel to assist the supervisor during their shift to prepare for emergencies.

Monitor the entrances and exits to prevent unauthorized individuals from entering the building.

SECURITY STAFF: 1. Respond to the supervisor and provide support as needed.

2. Once individuals requiring assistance have arrived at the building, security staff will assist them as necessary to ensure a safe environment and minimize disruption to residents in the building.

3. Maintain a professional demeanor at all times.

FRONT DESK 1. Prepare 3 copies of the list of individuals to be assisted and hand them over to the on-duty supervisor.

2. Assist in notifying the Emergency Preparedness Teamand other staff in the Management when required.

3. Mobilize staff with access keys as needed.

CRISIS MANAGEMENT TEAM Respond promptly to the Management to ensure safety.

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CHAPTER 27 EVACUATION

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CHAPTER 27 – EVACUATION When there is a request for evacuation, it is essential to remember that everyone must be moved to a safe location.

It is also important to note that a successful evacuation request call relies on people staying calm and cooperating.

In the event of an evacuation before the arrival of the Fire Department (in the case of a fire), the evacuation process should proceed as follows: 1.

Evacuate everyone from the building or area with the fire.

2.

Evacuate everyone from adjacent buildings.

3.

The evacuation process will then follow an increasing order of buildings.

4.

The Emergency Preparedness Team will adhere to the above procedures unless otherwise instructed by the Fire Department.

5.

In the case of an extended evacuation or building closure, relevant departments and the Management will coordinate to complete a headcount of residents, customers, and the Management staff and decide on the next steps.

GUIDELINES For serious incidents requiring immediate evacuation: The Management team needs to ensure that the standard operating procedures are always backed up and recoverable. Specifically, backups must be carried out following the procedures, stored in a secure location, and all Front Desk staff must be aware of their locations and have access rights.

In cases of serious emergencies that require immediate evacuation (e.g., fire, earthquake, bomb threat, gas leak, or aviation disaster), Front Desk staff must understand and be familiar with the building layout to guide residents and customers in case of necessity. The Front Desk is responsible for accessing information on incoming and outgoing guests and reporting this information to the Service Supervisor.

Serious incidents that do not require immediate evacuation (e.g., power outage, weather emergencies): The Management team needs to ensure compliance with standard contingency procedures when such incidents occur. Specifically, backups must be carried out following the procedures, stored in a secure location, and all Front Desk staff must be aware of their locations and have access rights.

The standard operating procedures for manual operations need to be adhered to until normal operations can be resumed.

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CHAPTER 28 LIGHTNING STRIKE

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CHAPTER 28 – LIGHTNING STRIKE While inside the apartment building during a lightning storm, it serves as a secure shelter. However, it's important to be aware that there may still be risks involved. To ensure safety and minimize the chance of being struck by lightning while indoors, please adhere to the following guidelines: 28.1. INDOORS •

Keep away from windows, doors, and balconies.

•

Monitor the weather forecast or alerts on the internet for updates.

•

Avoid any contact with water during a thunderstorm.

•

Do not use electrical devices such as computers, laptops, washers, dryers or anything connected to an electrical outlet.

•

Ensure that protectors are installed to safeguard appliances.

•

Using corded phones during a thunderstorm is not safe.

•

Avoid lying on concrete floors or leaning on concrete walls.

28.2. OUTDOORS •

If there is a forecast of a thunderstorm, the Building Management needs to base on the actual situation to consider postponing the program and advising residents, guests and staff to stay inside the building to ensure safety.

•

If caught in an open area: o

Sit down with your body curled up, the lower the better. Sitting closer to the ground reduces the likelihood of being struck by lightning. Never lie flat on the ground.

o

If your hair starts to stand on end or your skin feels like it's tingling, you may be in the path of a lightning strike. Leave the area immediately. Note: Lightning can strike even if there are no visible signs.

o

Cover your ears with your hands to protect your hearing if lightning strikes nearby.

o

Only touch the balls of your feet (the area between the arch of your foot and your toes) to the ground. In some cases, lightning strikes the ground first before entering the body.

Reducing contact with the ground makes it less likely to experience an electric shock from a lightning strike.

o

Touch the soles of your feet together to increase the likelihood of the lightning entering one foot and exiting the other, rather than passing through your entire body.

o

Avoid touching any conductive objects.

This posture minimizes contact with the ground and reduces the risk of being struck by lightning.

•

If you are in a group during a thunderstorm, separate from one another to reduce the number of injuries if lightning strikes the ground.

•

Avoid open vehicles such as motorcycles, electric vehicles, open structures like porches, balconies, or open areas like playgrounds and swimming pools.

•

Refrain from being near tall, isolated trees in open areas, as they can act as natural lightning rods.

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28.3. IN SPECIFIC SITUATIONS •

•

If you are in a vehicle: o

Safely exit the roadway and park, turn on the emergency flashers

o

Avoid touching metal or other surfaces that conduct electricity inside or outside the vehicle.

If you are at an organized sporting event: o

Move to designated safe places, away from metal poles and open fields, if any.

o

Listen for instructions from the Building Management and wait for an all-clear signal, which typically occurs approximately 30 minutes after the last clap of thunder.

•

If you are currently working on high-risk tasks: o

Check the daily weather forecast so you can be prepared and aware of the expected weather conditions for the day.

o

Pay close attention to early weather signs that indicate potential lightning, such as high winds, dark clouds, or distant thunder or lightning. If you notice these signs, avoid starting any activity that cannot be quickly stopped.

o

When thunder is heard, stop what you are doing immediately and seek safety in a building or hard-top vehicle with the windows up.

o

Avoid tall structures such as rooftops, scaffolding, utility poles, ladders, trees, and large equipment during a storm.

o

Do not touch materials or surfaces that conduct electricity, including metal scaffolding, metal equipment, utility lines, water, water pipes, or plumbing.

28.4. FIRST AID RECOMMENDATIONS To help save the life of a person struck by lightning, follow these four steps: STEP 1: Call for help.

•

Dial 115 immediately and inform the Emergency Preparedness Team to seek support from the nearest medical facility as the lightning strike victims require urgent medical attention.

•

Provide clear directions to your location and information about the injured person.

STEP 2: Assess the situation.

•

Prioritize safety for both the victim and yourself.

•

Be aware of the ongoing lightning danger in the area.

•

If required, relocate the victim to a safer area. In most instances, lightning survivors do not suffer major broken bones that may cause paralysis or severe bleeding, unless they had a significant fall or were thrown a considerable distance. Therefore, moving the victim to reduce exposure to lightning is often safe. However, refrain from moving victims who are bleeding or display signs of broken bones.

STEP 3: Respond.

•

Lightning strikes can lead to heart attacks. First, check if the person is breathing and has a heartbeat. Look for a pulse in the neck (carotid artery).

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•

If the person is breathing normally, look for other injuries like burns, shock, or blunt trauma.

Provide basic first aid for these injuries until professional help arrives.

•

If it's cold and wet outside, place a protective layer such as a jacket, blanket, or plastic sheet between the person and the ground to prevent hypothermia (dangerously low body temperature).

STEP 4: Resuscitate.

•

If the person is not breathing, begin mouth-to-mouth rescue breaths right away.

•

If they don't have a pulse, also start chest compressions (CPR).

•

Keep doing until assistance is provided by professional medical staff.

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CHAPTER 29 SNAKE BITES

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CHAPTER 29 – SNAKE BITES Common symptoms following a bite from a venomous snake include bleeding, intense pain, fatigue, difficulty breathing, swelling, tissue necrosis, and even the risk of blood infection or facing the possibility of death if not treated promptly. However, not all snake species are equally dangerous after biting.

Therefore, distinguishing between venomous and non-venomous snakes is crucial to appropriately handle and administer first aid in case of a snakebite.

29.1. DIFFERENTIATING BETWEEN VENOMOUS AND NON -VENOMOUS SNAKES Venomous Snakes: •

More vibrant colors compared to non-venomous snakes.

•

Triangular-shaped head covered with small scales, clearly distinct from the body, featuring heat pits on each side of the head - between the eyes and nostrils.

•

The lateral face of the head lacks cheek scales, with scales anterior to contact with nasal scales.

•

Single-row tail scales.

•

Two elongated venom fangs, clearly differentiated from regular teeth. Each fang possesses a venom duct or groove, allowing the venom to be deeply injected into the victim's tissue. The king cobra, in particular, is capable of ejecting venom in a spray directly into the prey's eyes, inducing envenomation.

Non-venomous Snakes: •

No venomous fangs.

•

After 2 hours, the bite location doesn't swell, bleed, or necrotize. After 6 hours, no systemic symptoms like bleeding or nerve symptoms occur.

29.2. SOME CLINICAL SYMPTOMS THAT CAN BE IDENTIFIED WHEN BITTEN BY A VENOMOUS SNAKE •

Local symptoms at the bite site: presence of fang marks, pain at the site, bleeding and bruising, swelling, redness, blistering, infection, tenderness, and tissue necrosis.

•

If venom is sprayed into the eyes, immediate symptoms may include needle-like pain, severe continuous burning sensation, tearing, conjunctival hemorrhage, swollen and tender eyelids, light sensitivity, and blurred vision.

•

General discomfort, nausea, vomiting, abdominal pain, weakness, drowsiness, fatigue, dizziness, fainting, shock, low blood pressure, and irregular heartbeat.

•

Bleeding disorders: Bleeding from the wound, spontaneous bleeding (nosebleeds, bleeding gums, coughing up blood, etc.)

•

Neurological symptoms: Drowsiness, complete muscle paralysis, altered sense of smell, loss of hearing, difficulty swallowing, etc.

29.3. PREVENTIVE MEASURES AGAINST SNAKEBITES •

Equip yourself with knowledge to recognize and avoid environments inhabited by snakes, keeping a safe distance to prevent snakebites.

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•

Wear protective clothing, such as boots or high-top shoes, and long pants when venturing into dense vegetation.

•

Carry a stick or pole to gently prod or deter snakes in areas you intend to traverse, use a flashlight approach areas with dense vegetation or water puddles, especially during nighttime.

•

If you encounter a snake, move calmly and gently, keeping as much distance as possible, as snakes generally attack when feeling threatened and will retreat upon sensing humans.

•

Even deceased snakes may still carry dangerous venom, so it's advisable not to attempt to catch or kill them.

29.4. GUIDELINES FOR FIRST AID WHEN BITTEN BY A SNAKE •

Move the victim away from the snake's range of activity.

•

Calm and reassure the person bitten by the snake, maintaining a composed demeanor, minimizing movement, immobilizing the affected limb with a splint if possible, to slow the spread of venom.

•

Remove jewelry and loosen clothing to prevent constriction and swelling of the wound.

•

Position the bitten area below heart level, even during transportation to the hospital (you may bring the snake's carcass or take a photo of the snake for identification).

•

Clean the wound with soap and normal saline.

•

Apply a clean, dry cloth to cover the bitten area and create a snug bandage.

29.5. NOTE To protect your life and the lives of those around you, it is important to remember the following points after being bitten by a snake: •

When you see someone bitten by a snake, do not wait; immediately take the person to a medical facility for examination. Avoid subjective judgments.

•

Do not use tourniquets to constrict the bitten area as this can cause pain to the victim and impede blood flow, leading to tissue damage.

•

Do not attempt to apply cold compresses, chemicals, or herbal leaves to the wound, or take medications without a doctor's recommendation.

•

Do not cut, incise, or attempt to remove venom from the wound to avoid aggravating infection.

•

Snakebite victims should avoid consuming caffeine or alcohol-containing beverages, as they can accelerate venom absorption in the body.

•

Avoid trying to catch the snake. Instead, remember its color, shape, and attack behavior. If possible, take a photo of the snake from a safe distance to assist doctors in identifying and expediting treatment.

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CHAPTER 30 DOG BITES

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CHAPTER 30 – DOG BITES As soon as you are bitten by a dog, you should quickly leave the hazardous area. When the threat is no longer present, you must determine whether the dog has rabies or not.

29.1. SIGNS OF A RABID DOG •

Easily provoked by noise or strangers.

•

Excessive barking and uncontrollable biting.

•

In advanced cases: Drooping jaw, red and glassy eyes, foaming saliva, and white froth.

29.2. FIRST AID INSTRUCTIONS In the event of a dog bite, the wound must be immediately addressed to reduce the risk of bacterial infection such as rabies and the potentially life-threatening danger of infection.

During the process of treating a dog bite, it is crucial to avoid scratching, bruising the wound, and hospital for a doctor's examination and appropriate treatment recommendations.

FOR NON-PENETRATING WOUNDS 1. Clean the bite area thoroughly with warm water and mild soap.

2. Apply a clean cloth bandage.

FOR PENETRATING WOUNDS 1. Immediately clean the bitten area with warm, clean water and gentle, unscented soap.

2. Gently apply slight pressure to the bitten area to remove contaminants.

3. Place a clean cloth on the wound.

4. Secure with a clean bandage.

FOR BLEEDING WOUNDS 1. Immediately clean the bitten area with warm, clean water and gentle, unscented soap.

2. Apply a clean cloth to the wound and gently press to stop bleeding.

3. Apply a bandage.

All dog bites, including minor ones, should be monitored for signs of infection until the wound is fully healed.

Regularly check the bite area if any of the following symptoms occur: •

Redness and swelling.

•

The patient experiences warmth and tenderness in the bitten area.

•

Pain upon touching the bitten area.

Seek medical attention if bitten by an unfamiliar dog, the bite is deep, cannot stop bleeding, or shows signs of infection (redness, swelling, warmth, pus) to receive prompt treatment from a doctor.

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CHAPTER 31 DOOR JAMMED

85

CHAPTER 31 – DOOR JAMMED The trapped rescue procedure is an important procedure that helps to ensure the safety of the trapped person and to minimize casualties and property damage in the event of an accident. This procedure needs to be carried out quickly and efficiently to ensure that the trapped person is rescued in a timely and safe manner.

STEP 1: ASSESS THE SITUATION 1.1. Contact the Security or Safety Department to Verify Information: Immediately call or communicate with the security or safety department to verify details about the situation. Record all pertinent information about the location, condition, and potential hazards.

1.2. Assess the Level of Danger and Accessibility of the Entrapped Individual: Systematically evaluate the level of danger in the situation, including assessing the individual's health condition and the safety risks involved. Determine if activating the rescue team is necessary.

STEP 2: COMMUNICATE WITH THE ENTRAPPED INDIVIDUAL 2.1. Through Phone or Internal Intercom System, Establish Communication with the Entrapped Individual to Provide Guidance and Ensure Ongoing Monitoring: Utilize a phone or internal intercom system to establish a connection with the entrapped individual.

Provide specific instructions on maintaining calmness and ensure continuous communication throughout the rescue process.

STEP 3: DETERMINE STATUS AND ESTABLISH A SCHEDULE 3.1. Request the Entrapped Individual to Provide Information about Health Status, Technical Issues, and Other Relevant Details: Request the entrapped individual to provide comprehensive information about their current health status, any technical issues with the residence or balcony, and any other relevant information (e.g., allergies, specific considerations, etc.).

3.2. Define the Estimated Schedule and Time of Access: Clearly define the anticipated schedule and time for accessing the entrapped individual. Include time needed for preparation, transportation, and execution of the rescue.

STEP 4: ACTIVATE THE RESCUE TEAM 4.1. If Required, Activate the Rescue Team, Including the Security Department, Medical Team, and Necessary Technical Experts: If the situation demands, activate all necessary resources to participate in the rescue operation. This may involve the security department, medical team, and technical experts.

4.2. Provide Clear and Comprehensive Instructions to the Rescue Team: Ensure that every member of the rescue team receives clear and comprehensive instructions regarding their roles and responsibilities throughout the rescue process.

STEP 5: CONDUCT THE RESCUE OPERATION

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5.1. Execute the Approach and Rescue Under the Supervision of the Rescue Team: Proceed with the approach and rescue operation under the close supervision of the rescue team.

5.2. Ensure Safety for All Individuals Involved in the Situation: Ensure the safety of all individuals involved in the situation, including the rescue team and the entrapped individual.

STEP 6: PROVIDE MEDICAL CARE AND PSYCHOLOGICAL SUPPORT 6.1. Administer Necessary Medical Care Based on the Situation: Provide required medical care based on the actual situation, ensuring that proper medical procedures are followed.

6.2. Offer Psychological Support and Counseling to the Entrapped Individual Following the Emergency Situation: The Service Supervision staff should provide psychological support and counseling to the entrapped individual after the rescue has concluded.

STEP 7: EVALUATE AND REPORT 7.1. Reassess the Rescue Process and Evaluate the Level of Success: Conduct a detailed assessment of the rescue process, determining the level of success achieved.

7.2. Generate a Detailed Report Regarding the Situation and Response Measures: Create a detailed report outlining the initial situation, response measures taken, and the final outcomes.

This report should be archived for record-keeping and future learning.

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APPENDIX I

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APPENDIX I - DUTIES AND RESPONSIBILITIES OF THE FIRE SAFETY COMMITTEE MEMBERS 1. To plan and organize fire safety activities in the building, such as fire evacuation drills, fire safety exhibitions, fire safety education, video shows, etc.

2. To establish a Fire Fighting & Evacuation Team 3. review and evaluate various fire safety activities conducted in the building.

4. To judge the standard of five evacuation drill conducted in the building.

5. To liaise close with other related organizations, such as the HCMC Police and Fire Department and any other institutions that conduct fire safety & prevention related matters.

6. To continuously create fire safety awareness among tenants and occupiers in order to prepare them for any emergency.

7. To report fire safety impediment in the building, such as obstruction of passageways, locked exit doors, faulty audio and alarm systems, etc., to the Property Manager for his necessary actions.

8. To monitor the progress made on all fire safety activities to ensure that such programmes are carried out as planned.

9. To assist in coordinating the Residents in any major disaster or emergency.

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APPENDIX II

90

APPENDIX II - DUTIES AND RESPONSIBILITIES OF THE FIRE FIGHTING & EVACUATION TEAM 1. General Manager: •

Represent the Management of the building on all fire safety matters.

•

Has the full responsibility for: -

Responsible for forming and training the Fire Fighting and Rescue Team from the personnel within the Building.

-

Prepare, draft, and implement Emergency Fire and Rescue Plans.

-

Ensure that all building personnel comply with the approved Emergency Fire and Rescue Plans.

-

Plan and record the frequency of conducting emergency drill sessions so that the Fire Department can inspect them.

-

Designate a person to be authorized in the absence of the General Manager.

2. Chief of Fire Fighting Team: •

Ensure that all emergency exits are closed and unlocked during business hours, and that hallways, lobbies, and staircases are free from obstructions at all times.

•

Ensure that firefighting equipment, such as fire extinguishers, hoses, fire suppression systems, and fire hydrants, are in good working condition.

•

Maintain a logbook to track Fire Fighting and Rescue activities, and update it as necessary.

3. Fire Wardens: •

Provide orientation and training to new employees on the Emergency Fire Safety and Rescue Plan and their specific responsibilities in case of emergencies (if applicable).

•

Familiarize themselves with the Emergency Fire Safety and Rescue Plan and the evacuation routes within the building.

•

Understand the operation of the alarm system and how to use firefighting equipment.

4. Head of Security Department: •

Familiarize themselves with the Emergency Fire Safety and Rescue Plan and the evacuation routes within the building.

•

Ensure that security personnel understand their roles as described in the Emergency Fire Safety and Rescue Plan.

•

Know the contact information for the local Fire Department and how to communicate with key personnel.

•

Understand the various announcements that will be made during different emergency situations.

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•

Be familiar with the location and usage of firefighting equipment.

5. Fire-Fighting Team: •

Understand the operation of the fire alarm system.

•

Familiarize themselves with the Emergency Fire Safety and Rescue Plan, the locations of staircases, and emergency exits.

•

Know the location and usage of firefighting equipment.

6. Service Supervisor: •

Understand the Emergency Fire Safety and Rescue Plan and the building's emergency exits (refer to Appendix VII).

•

Familiarize themselves with the designated assembly points as indicated in the evacuation plan.

•

Assign a deputy in charge of the Fire Control Reporting Center.

•

Assign a deputy in charge of the Logistics Support and Emergency Assistance Center.

•

Assign a deputy in charge of public information.

•

Set up sample boards, tables, and chairs as necessary at the Fire Control Reporting Center for the personnel in charge of fire safety.

•

Install directional signs for easy access of firefighting personnel to various centers.

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APPENDIX III

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APPENDIX III - ANNOUCEMENTS IN CASE OF FIRE Type of alarm

English

Vietnamese

First announcement when fire alarm sounds (No.1)

Your attention! Please! (Repeat 2 x)

Xin Quý cư dân/Quý khách chú ý! (nhắc lại 2 lần)

False alarm (No.2)

Your attention! Please! (Repeat 2 x)

Xin Quý cư dân/Quý khách chú ý! (nhắc lại 2 lần)

We have investigated the fire alarm activation and are please to advice that it is a False Alarm and is of no case for concern. We apologize for any inconvenience caused. Thank you.

Nhân viên an ninh của chúng tôi đã kiểm tra hệ thống và xác định đây là báo động giả. Xin Quý cư dân/Quý khách yên tâm. BQL tòa nhà xin lỗi về sự bất tiện này.

Attention! Please! (Repeat 2 x)

Xin Quý cư dân/Quý khách chú ý! (nhắc lại 2 lần)

Our security staff has confirmed.

There is a fire in our building.

We repeat again. There is a fire in our building.

Nhân viên an ninh của chúng tôi đã khẳng định. Đang xảy ra hỏa hoạn trong tòa nhà. Chúng tôi nhắc lại. Đang xảy ra hỏa hoạn trong tòa nhà.

Please keep calm and proceed to the nearest emergency exit as instructed.

Our security staff will guide you to the ground floor as fast as possible.

Xin Quý cư dân/Quý khách giữ bình tĩnh và nhanh chóng di chuyển đến lối thoát hiểm gần nhất như đã được hướng dẫn.

Nhân viên an ninh của chúng tôi sẽ hướng dẫn Quý vị xuống điểm tập kết an toàn một cách nhanh nhất.

Real fire alarm (No.3)

The Fire Alarm has been activated in the building. Our security staffs are investigating the situation. Please remain calm and standby for further announcement. Thank you.

94

Hiện nay hệ thống báo cháy của Tòa nhà đang được kích hoạt.

Nhân viên an ninh của chúng tôi đang kiểm tra nguyên nhân. Xin Quý cư dân/Quý khách hãy giữ bình tĩnh, ở yên tại chỗ và chờ nghe hướng dẫn tiếp theo. BQL tòa nhà xin cảm ơn.

APPENDIX IV

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APPENDIX IV - FIRE DRILL & EVACUATION PLAN Note: The model mentioned in this appendix is for reference only. When applied in practice, the Management needs to adjust the model to suit the building scale, the Management model and the employee work schedule to ensure the highest efficiency.

SUPPOSED CAUSE AND LOCATION OF FIRE Scenario: A short circuit occurs when a car was starting up near the driver room at the car parking at ground floor. A fire breakout quickly gets out of control, spreading to nearby vehicles.

HUMAN FORCES Local forces: -

Security guards on duty: ... persons

-

Other departments’ staff (Fire Wardens, Fire fighting team): ... persons

Reinforcements: -

Fire brigade: ... persons

-

Police brigade: ... persons

-

SOS Medical staff: ... persons

EQUIPMENTS Available -

CO2 fire extinguishers + dry powder extinguishers

-

Smoke detector system

-

Automatic sprinkler system

-

Fire hose reel system.

-

Alarm system

-

Exit light system.

-

Fire escape stairways

-

Rescue elevator.

Reinforcement -

Fire brigade: 2 fire-trucks + 1 pump-ladder

-

Police brigade: 2 fire-trucks + 1 pump-ladder.

-

SOS Medical staff: 1 ambulance

TASK ASSIGNMENT

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Local forces: -

Switch off the circuit breaker at ground floor.

-

Activate the nearest fire extinguishers to put out the fire.

-

Alert the whole building and direct tenants via the in-house broadcasting system to evacuate through the stairways.

-

Exhausts fan system at ground floor to be automatically activated in order to dissolve the smoke.

-

All sprinklers on the ground floor to be automatically activated to prevent the fire from spreading.

Patrol forces: -

Promptly activate the fire hose reel system on the ground floor.

-

Search and rescue affected people to safe areas through stairways or rescue elevator. Direct everybody to the resident-floors, waiting for the pump-ladder from fire brigades (in case of strong fire when there is no way out).

-

Lead the fire-trucks to the scene in a fastest way.

-

Preserve the scene and controlling the traffic flow.

-

Assist the professional force to put down the fire and control the traffic.

Fire Brigade: -

Deploy the pump-ladder formation.

-

Deploy the fire-trucks formation.

-

Support in seeking and rescuing wounded.

Residents / Guests / Staffs of other departments: -

Immediately use staircases to escape from dangerous places upon hearing the fire alarm (as per instruction of security guards), then gather at the assembly point.

DETAILED SCHEDULE •

The building fire alarm system will be activated.

•

Giving the alert to the whole building.

•

Deploying the local forces and equipments.

•

Calling 114 for assistance from Fire brigade.

•

Calling HCMC Police brigade for their assistance.

•

Firemen deploy fire-truck and pump-ladder formation.

•

Finishing the exercise.

•

Debriefing.

TASK ASSIGNMENT FOR DIFFERENT FIRE FIGHTING POSITIONS 1. On-duty staff at the Operations Center

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Upon receiving the fire alarm: •

Immediately activate the fire alarm, then use the PA system to announce the location of the fire and instruct everyone to remain calm and await further instructions (pre-drafted announcements should be used).

•

Via two-way radios, request the security personnel and floor wardens on the ground floor to determine whether the fire is real or a false alarm.

•

Provide updates to the Head of Security or Technical Supervisor on duty in the affected area.

•

While waiting for verification from the floor wardens, instruct the building receptionists to prepare bilingual (Vietnamese and English) announcements in case of a confirmed fire.

•

In the event of a real fire: Use the PA system to sound the building-wide warning, confirm the fire status, and guide people to evacuate using the emergency staircases.

•

Inform the Chief Engineer/Assistant Chief Engineer about the fire to assign the main utility cutoff at the ground floor.

•

Notify the Head of Security about the current situation to plan appropriate fire suppression measures.

•

Await the results of smoke/fire control from on-site personnel (1 floor warden and 2 firefighting personnel).

•

If the fire exceeds the building's capacity to control, call 114 for the Fire Department and 113 for the Fire Department Police.

2. Security personnel on the Ground Floor, and patrol officers (Position 2, 3, 4): Upon receiving information about the fire location: •

Inform other staff on the same floor and immediately proceed to the fire location.

•

After inspection, notify the security personnel at the CCTV room whether the fire is real or false.

•

In the case of a real fire, use the nearest firefighting equipment (CO2 extinguisher/foam extinguisher) and attempt to extinguish the fire.

•

If the fire is too large and beyond control, immediately inform the security personnel at the CCTV room for assistance.

3. Firefighting personnel on the Ground Floor (Position 5, 6): •

Upon receiving a confirmed fire report, quickly gather at the fire escape/elevator lobby.

•

Use the Stop-Start button to control the elevators and bring them down to the Ground Floor.

•

Proceed to the affected floors and guide people to safely evacuate using the staircases.

4. Firefighting Team (Position 7, 8, 9, 10): •

Two personnel (Position 9 & 10) will use the fire hose located on the Ground Floor to extinguish the fire and prevent it from spreading outside.

•

Provide support to the patrol officers in firefighting on the Ground Floor. Note that for fires

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involving gasoline, use the minimum amount of water necessary.

•

Quickly consult with the patrol officers to assess the severity of the fire and determine if additional assistance is required.

5. Firefighting Personnel (Position 11, 12): These two personnel will be present on the highest floor to ensure and assist individuals who cannot use the staircases to safely descend using the elevator lift of the fire truck in an orderly and secure manner.

6. Security Personnel (Position 13, 14): Upon receiving instructions from the Head of Security, proceed to the assembly points to guide people during evacuation.

•

One personnel stationed at the assembly point will use a handheld loudspeaker to gather everyone and conduct a roll call according to the list (if available) or instruct the assigned fire warden to conduct a roll call to ensure no one is left inside the building.

•

Another personnel will stand at the main lobby to direct people to the assembly points as quickly as possible without impeding firefighting operations.

7. Patrol Officers on the Outer Perimeter (Position 15, 16): •

While other personnel are engaged in firefighting activities, these two officers must observe the surroundings to protect the scene from unauthorized entry or curious individuals obstructing firefighting operations.

•

Guide the fire truck to the fire scene and assist in traffic control.

8. Firefighting Team (Position 17, 18, 19, 20): •

The firefighting personnel in positions 17, 18, 19, 20 assist the emergency medical personnel in providing urgent first aid to injured individuals.

•

Personnel in positions 21, 22, 23, 24 provide support in maintaining order at the assembly points.

9. Reinforcement (Security) (Position 1, 2, 3, 4, 5): •

To ensure a smooth and organized traffic flow.

•

To preserve the scene and ensure security to prevent any thieves from stealing goods and curious people from disturbing the fire fighting task.

10. Fire Fighting Commander: •

The Head of Security will act as the commander of firefighting operations. If that person is absent, the highest-ranking personnel will assume responsibility.

•

Upon hearing the fire alarm, the commanding officer will request the patrolling officers on duty and the security team to assist using firefighting equipment such as helmets, smoke masks, flashlights, axes, first aid kits, etc., and await the firefighting plan.

•

If the fire becomes uncontrollable for the building personnel, the security personnel at the CCTV room will be instructed to call 114 for the Fire Department and 113 for the Fire Police

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Department.

•

When the firefighting team arrives, the commanding officer will assign tasks to different positions and arrange assembly points for individuals and vehicles.

11. Technician 1 & 2: •

Upon hearing the fire alarm and the announcement of fire location via walkie-talkie, proceed to the scene promptly along with security guards to identify if the true or false fire alarm.

•

Cut off the electric power at the ground floor and use fire hose reel if necessary.

•

Inform the Assistant Chief Engineer of the fire via walkie-talkie.

12. Technician 3 & 4: Upon hearing the fire alarm, promptly proceed to the Fire-fighting Pump room to start Diesel-Pump.

13. Technician 5: Stand by at first floor to cut off electric power if it is necessary.

14. Assistant Chief Engineer / Technical Supervisor: To ensure that Pressurized Fans and Exhaust Fans are running properly.

15. Chief Engineer: •

Upon receiving the fire alarm, keep contact technicians via walkie-talkie to ensure that the two technicians 1 & 2 has been mobilized to respond to the alarm.

•

Contact technician 3 via walkie-talkie to ensure that he stands by at the Fire fighting Pump room.

•

Contact technician 4 via walkie-talkie to ensure that he stands by at the First floor.

•

Contact Assistant / Technical Supervisor via walkie-talkie to ensure that the Pressurized Fans & Exhaust Fans are running properly.

•

Keep in touch with General Manager, Receptionist and the security team as well.

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APPENDIX V

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APPENDIX V - ASSIGNMENT / REPORT FORM Note: The model mentioned in this appendix is for reference only. When applied in practice, the Management needs to adjust the model to suit the building scale, the Management model and the employee work schedule to ensure the highest efficiency.

MODE 1: SMOKE DETECTOR ACTIVATED

Alarm

Mean

Description

Action by

Smoke detector

Smoke detector activated

FCC room

Received signal from main control panel – buzzer

Walkie Talkie

Inform Security Supervisor, Technician to inspect the site.

Bring Master key of Electrical rooms to the site to investigate.

Security / Technician

Reset the system if False alarm.

Security / Technician

Location

Time

Remarks

Location

Time

Remarks

MODE 2: FIRE ALARM SYSTEM ACTIVATED

Alarm

Mean

Description

Action by

Smashed Break glass of the fire alarm switch.

When discover a REAL fire.

Discover

Shout: “FIRE, FIRE, FIRE” loudly

Discover

Use the nearest fire extinguisher to put out the fire.

Discover / Fireman

Fire extinguishers Hose reel Fire pump

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Fire Team

-

Fire telephone / Walkie-Talkie

Inform the security at the Security room.

Discover / Fireman

Activate fire alarm system by breaking the glass and pressing the fire alarm if the fire cannot be stopped.

Discover / Fireman

Signal lamp on main fire panel.

Fire alarm bell ring through the whole building.

Silence the fire alarm when operating the PA system.

Security / Technician

Announcement to be played in English and Vietnamese.

Security / Technician

Inform GM / CE about the fire.

Security / Technician

Call Supervisors to inform about the fire & location through mobile phone.

Security / Technician

Call the Fire Department.

GM / CE

Call local police for support.

GM / CE

Shut off immediately the liquid gas valve / Cut off electric power where the location be fired.

Technician

Fire pumps to be operated & monitored.

Technician

MODE 3: EVACUATE ENTIRE BUILDING.

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Alarm

Mean

Description

Action by

Fire Department Firemen Fire truck

Firemen arrive in front of/ behind/ inside the building based on the fire location.

Fire Pumps Fire truck arrives in front of and back of the building to rescue people from the building.

The Fire Fighting Team If the fire is beyond controlled, contact the GM / CE for “evacuate command”

Senior Fire Warden

Annoucement about the fire through PA / interphone / telephone.

Use fire extinguisher / fire hose reel to control fire on exit way to staircase.

Fire Warden Team

Proceed downwards and gather at the driveway for roll call.

Fire Warden Team

Rescue Team Direct occupants to escape the building by the staircases, then gathering at the driveway.

Check all apartments to ensure that there are no guest trapped inside.

Fire Wardens / Security

Attendants should indicate with a “X” on tenant doors by luminous chalk.

Fire Wardens / Security

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Location

Time

Remarks

Based on the in-house Occupants list, rescue team check if there is any tenant missing by conducting a roll call.

Fire Wardens / Security

Check the list of outside workers.

Security guard

To ensure that no strangers can enter the building

Security guard

Security team

To ensure that the traffic is well controlled and no vehicle park at the assembly point.

Tenant’s Office Staff Shut down all computers, switch off lighting, and lock all cupboard / drawers, equipment. Leaving the office and line up at the assembly points.

All staffs

Conduct the roll call. Any staff missing should be highlighted to the PM for handling.

Department Heads / Supervisors

Roll call again through updated personnel list.

Assistant to GM

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CONTACT US Property & Management Company Ha Noi: Floor 21, VNPT Tower, 57 Huynh Thuc Khang St, Dong Da HCMC: 93 – 95 Ham Nghi Str., Nguyen Thai Binh Ward, District 1 Da Nang: 36 Tran Quoc Toan St, Hai Chau District (+84) 908 240 777 (+84) 433773 8686 pmc@vnpt.vn

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