Corporate customers RETURN TO PRODUCTIVITY AFTER WORKPLACE TRAGEDY Crisis Leadership During Acute Traumatic Stress BOB VANDEPOL CRISIS CARE NETWORK

| © 2005 Crisis Care Network All Rights Reserved

| © 2005 Crisis Care Network All Rights Reserved

| © 2005 Crisis Care Network All Rights Reserved There is no greater honor and no greater responsibility than to be there on the worst day of someones life. We must do it well. More than a Job

| © 2005 Crisis Care Network All Rights Reserved Business Continuity and Recovery There is no business recovery without people who: Are healthy enough to return to work and be productive Are assured enough of their safety to not feel afraid to return to work Have had their trust in the leadership established so that they desire to return to work Have had their loyalty rewarded so they remain employees over the short haul and the long haul

| © 2005 Crisis Care Network All Rights Reserved Employer Concerns Fulfilling Duty to provide a safe workplace Protecting Brand & Other Assets Assuring Public that they are safe Responding to Regulatory Agencies Identifying Cause and taking action Resuming Operation ASAP due to Productivity Pressures Controlling Losses Demonstrating Care for their Employees The High Cost of Workplace Tragedy Human and Financial Costs

| © 2005 Crisis Care Network All Rights Reserved Do the Right Thing….. ….and its good for business. Mitigate Risk: –Litigation –Attrition –Workers Comp claims –Message sent to staff –Reputational risk –Lost productivity

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| © 2005 Crisis Care Network All Rights Reserved Impact not Incident

| © 2005 Crisis Care Network All Rights Reserved Physiological/Neurological Response Fight! Flight! Freeze!

| © 2005 Crisis Care Network All Rights Reserved World View Self-View

| © 2005 Crisis Care Network All Rights Reserved Darn! Wrong place. Wrong Time vs. They picked me because Im weak. Whew! Grateful to be alive vs. This kind of stuff always happens to me. Normal reaction to an abnormal event vs. Im a weak wimp. Self-View Predicts Outcome

| © 2005 Crisis Care Network All Rights Reserved My View of My Employer Predicts Outcome We are the Hokies vs. We are the Victims This company cares about me vs. Im just a number. My boss knows her stuff vs. My boss is clueless.

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| © 2005 Crisis Care Network All Rights Reserved Sources: Ursano, 2002; Institute of Medicine, 2003 Believe in Resilience Fear and Distress Response Behaviour Change Psychiatric Illness

| © 2005 Crisis Care Network All Rights Reserved Insurance Claims Handling Values the Impact of Immediate Response Recent studies show a significant increase in total claims cost on claims reported late. When comparing the average claim cost to claims reported late (4 days or more), costs were from 30%-40% more than claims reportedly timely. Each week of delay results in about a 10% increase in costs. Liberty Mutual reported: Report Lag Impact on Average Claim Costs 4-7 days3% 8-14 days 6% days 15% days26% 29+ days >40% *Based on Liberty Mutual Group data Reporting Workers Compensation Claims – 2011 – Article 1

| © 2005 Crisis Care Network All Rights Reserved 17 Phase-Sensitive Approach Fear Safety Isolation Connectivity Chaos Structure Helplessness Efficacy Victim Survivor

| © 2005 Crisis Care Network All Rights Reserved CIR Job Description Consult with the organizations leadership Position the companys leadership favorably Let people talk if they wish to do so Identify normal reactions to an abnormal event so that people dont panic regarding their own reactions Build group support Outline self-help recovery strategies Brainstorm solutions to overcome immediate return-to-work and return-to-life obstacles Triage movement toward either immediate business-as-usual functioning or additional care

| © 2005 Crisis Care Network All Rights Reserved Leadership in Times of Crisis – ACT! Acknowledge and name the trauma Communicate pertinent information with competence and compassion Transition to adaptive functioning and/or refer to additional care

| © 2005 Crisis Care Network All Rights Reserved Make a Difference