The standard operating procedure for security department has been prepared to provide a response framework to different emergencies at the Phillips 66 Company. The purpose of reporting Crisis Management (CM) Notifications is to ensure that the Executive Leadership Team (ELT) is aware of crisis incidents and potential impacts to the company. It delivers complete information about standard operating procedure of security department of the company. It identifies the strengths of ELT and shows the team’s approaches and capabilities to control the security system effectively.
Procedure
The team has created efficient plans to take immediate actions against any emergency situation and minimize losses. The team is responsible for handling any situation and it works from the document that describes policies and plans. The document cover the CM planning committee, CM team structure, CM protocols, control and responsibilities, implementation, CM plans priorities and appendices. The team is focused on leadership, a robust plan, adequate resources, effective communication, funding, shared decision making, and caring and compassionate response, and speed of response. The team would arrange different training and exercises to improve the awareness among the employees that would help them to face the emergency situation . The CM Notification would come from the key contact person at the incident location the Houston-based management or third parties such as CHEMTREC®, nearby resident, regulatory authority, law enforcement officer, and others.
The emergency response team should be effective and energetic. When the 24-Hour Crisis Notification Hotline rings, it shall be answered on the high priority basis and immediate action should be taken to control the situation. The following statement would be considered for an effective control
Phillips 66 incident report line
The Global Security Console Operator would be responsible for every CM Call and other notifications and he/she will consider following factors on immediate basis including
Record all information on the CM Notification Incident Report Form, Appendix F.
Indicate the detail of received phone line call and report the date and time of the call.
The caller’s name (Spell the First and Last Name) would be identified and other necessary information would be asked on immediate basis
The primary and secondary call back phone numbers would be reported
The location of the accident would be reported
It would be inquired that how it affected the business.
The information about physical and mental injuries would be received.
Determine if the caller is reporting a notification of:
A transportation incident (i.e. CHEMTREC® Report)
Fire and other accident
A Phillips 66 Medical Emergency/Product Hazard Inquiry
A serious incident reaching the threshold requiring CM Notification
The Global Incident Management Assist Team (Global IMAT)
Receive the summary and other required information about the nature of the incident.
After completing the CM Notification Incident Report Form the Console Operator would make notifications following one of the below types of emergencies:
Transportation Incident (i.e. CHEMTREC® Report)
Phillips 66 Medical Emergency/Product Hazard Inquiry
HQ Crisis/Incident Notification
Send a copy of the CM Notification Incident Report Form via email to
GRP: P66HSE CM&S Notification as soon as possible.
PRODUCT TRANSPORTATION and other EMERGENCY NOTIFICATIONS
Global Security Console operators would receive calls from CHEMTREC® and third parties that involve Phillips 66 manufactured and products transported and shipped by rail, truck, drum, small package, containers, and other sources that may be leaking.
After receiving the call on the 24-Hour Crisis Management Notification Hotline and logging the information on the CM Notification Incident Report Form (include the Point of Contact (POC) name and call-back information), The Security Console Operator would contact the EPR&S members through notification table, Appendix G. The operator will ensure the name of the contacted EPR&S and make sure that the person is documented in the CM Notification Incident Report Form.
If the primary contact is not reached on any of the listed numbers in the EPR&S Notification Table, Appendix G, If the EPR&S member from the EPR&S Notification Table, Appendix G, cannot be reached on any of the listed numbers in a reasonable period (~20 min), begin the callout sequence listed via headquarters and CM Incident Notification Table, Appendix I, until someone is reached.
Medical emergencies and exposure to questions about Phillips 66 products
If those incidents occurred then it is important to remember that the caller will usually come from the non-Phillips 66 Company the third party where there is no Phillips 66 response presence on-scene and nearby.
The Security Console Operator would quickly contact the Phillips 66 Company Toxicology Representative and Medical Representative Notification Table, Appendix H. It would be documented that who was contacted on the CM Notification Incident Report Form.
The Security Console Operator would contact on an immediate basis if contact is not readily made on any of the numbers listed in the Phillips 66 Company Toxicology Representative and Medical Representative Notification Table,Appendix H he/she would leave the voice messages. If the response could not be received in within five mins the operator would choose other alternatives. She/he would contact the associated Alternate(s) in the sequence above until someone is reached in person.
If the relevant representative is not reached within a reasonable period (30 min), begin the callout sequence listed via Headquarters and Crisis Management Incident Notification Table, Appendix I, until someone is reached.
Once contact is made, the Security Console Operator will efficiently communicate the incident information from the CM Notification Incident Report Form. If it found an appropriate, the representative and alternate would instruct the security to make additional notifications and provide an MSDS to the caller. If other additional calls are received, the Security Console Operator will verify that they concern the same incident and inform the caller that the incident has been reported and that someone will be contacting the site shortly. The operator should gather the appropriate information and take the name and phone numbers of all callers.
The incident and emergency related with the Phillips 66 product and medical emergency may require additional Phillips 66 support or notifications. In this type of scenario, the Toxicology and Medical Representative may report the incident back to the Security Console Operator and request CM&S involvement. The Security would initiate the notification procedures in SOP # 4 on their behalf.
MSDS and other Phillips 66 company product information request
If the incident involves a request for computer access to Phillips 66 Material Safety Data Sheet (MSDS) information and location, then the Security Console Operator would access the Web MSDS, print out the appropriate MSDS and fax to the caller. The Operator may also release the location on the Internet where the Phillips 66 MSDS may be accessed:
Internal - http://corpapps.phillips66.net/webmsds/MSDSViewer.aspx
External - http://www.phillips66.com/EN/products/Pages/msds.aspx
It should be noted that if CHEMTREC® is involved in any emergency response event involved in the Phillips 66 product than it has direct access to Phillips 66 Company as well. As a service, CHEMTREC® will provide the services as well and fax the MSDS to anyone at the site requesting it.
If the product information is requested, the Security Console Operator should contact the CM&S manager and another alternate source to get the information. The operator should provide the appropriate information to the caller.
Drills and Exercises
Drills and exercises are designed to test various components of the Phillips 66 emergency response systems including the CM/Headquarters notification process. It increased the awareness about emergency response and trained the employees to control the situation. Therefore, in the event of drills or exercises, log the information from the caller as if the incident were real, and notify personnel per established SOP, ensuring that the drill is effectively communicated and recorded on the CM Notification Incident Report Form.
Headquarter and Crises Management incident notification
Global Security Console Operators would need to report and log the CM Notification by performing the following actions:
Log the incident and incident point of contact information on the CM Notification Incident Report Form.
Contact the CM&S Manager and other alternate through telephone via Headquarters and Crisis Management Notification Table, Appendix I.
Properly document that who was contacted and when on the CM Notification Incident Report Form.
Once direct contact is made with the CM&S Manager (or alternate), the Security Console Operator will communicate the incident information from the CM Notification Incident Report Form. If appropriate, the CM&S Manager (or alternate) will instruct Security to make additional notifications or provide an MSDS to the caller.
Security shall then send the CM Notification Incident Report Form information, via email to the following outlook group at GRP: P66HSE CM&S Notification.
If additional calls are received from the affected site, verify they concern the same incident and inform the caller the incident has been reported and someone will be contacting the site.
Record the name and phone numbers of all callers, including alternate call back name and number at the incident site, and pass the information along to CM&S Manager (or alternate), as applicable.
If necessary, during the remainder of any incident involving an activation of the Houston Emergency Operations Center (EOC), the Incident Report line, 1-855-699-8701, may be directed and answered by staff in the EOC to relieve traffic from the Security Console. This decision will be coordinated with the Security Console Operator through the Manager, Crisis Management and Security and another alternate. Security will be provided the appropriate phone number in the EOC to transfer applicable phone calls.
References
Michael, E. W., Herbert, J. M., & Andrew, G. (2013). Principles of Incident Response and Disaster Recovery. Boston : Cengage Learning.
