| © 2005 Crisis Care Network All Rights Reserved Leadership in Time of Crisis: The Human Factor

| © 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 someone’s life. We must do it well. More than a Job

| © 2005 Crisis Care Network All Rights Reserved Why? It’s the right thing to do. Do the right thing and it’s good for business. –Litigation –Ongoing coordination with the family –Message sent to staff –Reputational risk within the community and marketplace –Return to productivity

| © 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

| © 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 I’m weak. Whew! Grateful to be alive vs. This kind of stuff always happens to me. Normal reaction to an abnormal event vs. I’m 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. I’m just a number. My boss knows her stuff vs. My boss is clueless.

| © 2005 Crisis Care Network All Rights Reserved

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