###### ![](media/image1.png){width="1.5006944444444446in" height="0.9555555555555556in"}

**Leadership Today**

> [Federal Workplace Solutions]{.underline}

**Spring 2005**

**1. Challenge of the Day -- How to Respond to Group Needs after an**

**Employee Crisis**

**2. Exploring the Issue -- A Medical Crisis**

**3. Play it Out -- When Your Employee is Injured a the Worksite**

**4. Tip of the Day -- The Elements of Crisis Response**

**5. About this E-Magazine**

**(1) Challenge of the Day - How to Respond to Group Needs after an
Employee Crisis**

Workplace accidents and medical emergencies can create an atmosphere of
confusion and chaos. In addition, when employees are exposed to some
types of workplace emergencies, they may experience feelings of fear,
guilt, and grief that can overwhelm and linger long after the event.

As a manager or other workplace leader, you need to be prepared to
effectively respond to various crisis situations. You'll also want to
anticipate and plan to help employees experiencing difficult emotions as
a result of the incident.

There are several key preparation steps you can take now. These include
identifying important resources for help during emergencies, soliciting
information from these resources, developing a plan, and implementing it
in coordination with your resource people.

**(2) Exploring the Issue - A Medical Crisis**

**Q.** At one of our facilities last month, an employee had a heart
attack and died at her desk.

I hope nothing like that ever happens here! How can I respond to a
situation like that?

What should I do to prepare?

**A.** The only way to prepare for emergencies is by anticipating them
and developing a

response plan. Then you have to test the plan by conducting regular
practice drills.

Practice drills pave the way for clear thinking and effective response
when a crisis does

occur. Knowing where to locate your resources is an important first
step:

• Among these resources are your supervisor, occupational health
professional (such as a

nurse), safety officer, and Employee Assistance Program (EAP).

• In addition, consult with Human Resources (HR) staff for a range of
organizational policy,

procedures and information involving workplace accidents or critical
illnesses.

• Note important information that you gather from these individuals in
your response plan.

Keep it in an easy-to-reach location, along with the telephone numbers
of the

recommended emergency medical assistance and other responders.

• Coordinate your response plan with all resource people and emergency
responders and

include them where possible in your practice drills.

See how a similar situation might occur below:

**(3) Play it Out -- When Your Employee is Injured at the Workplace**

+-----------------------------------+-----------------------------------+
| **Steps to Take**                 | **What Occurs**                   |
|                                   |                                   |
| • Get more information quickly on | Walking the hall one workday, you |
| J.P.                              | turn a                            |
|                                   |                                   |
| -   his exact location and        | corner and are nearly knocked     |
|     physical status: is he        | down by an                        |
|     conscious? Breathing?         |                                   |
|                                   | employee running. "We've got to   |
| • Follow your organization's      | get help,"                        |
| emergency                         |                                   |
|                                   | he yells breathlessly. "J.P. took |
| response protocol and contact     | an awful fall                     |
|                                   |                                   |
| emergency medical help. Usually,  | from the mezzanine balcony onto   |
| this                              | the first                         |
|                                   |                                   |
| means dialing 911, but may vary   | floor. He hit his head hard       |
| by                                | coming down on                    |
|                                   |                                   |
| agency and building.              | the concrete. He's bleeding and   |
|                                   | it looks real                     |
| • Contact your occupational       |                                   |
| health nurse, if                  | bad!"                             |
|                                   |                                   |
| one is available in your          | You summon emergency assistance   |
| building.                         |                                   |
|                                   | according to your protocol.       |
| • If the injured person is not    |                                   |
| breathing                         | Assign someone to assist the      |
|                                   | emergency                         |
| and/or does not have a pulse,     |                                   |
| have a                            | medical team by clearing the way  |
|                                   | and                               |
| *trained* individual start CPR.   |                                   |
|                                   | directing them to the site.       |
| Delegate tasks to those most calm |                                   |
| and                               | You try to protect the wellbeing  |
|                                   | of the                            |
| qualified:                        |                                   |
|                                   | unconscious employee.             |
| • Continue to assure that         |                                   |
| required                          | J.P. is transported to the        |
|                                   | hospital by medical               |
| emergency procedures are provided |                                   |
| to the                            | responders.                       |
|                                   |                                   |
| injured.                          | "Jean, I need to provide you with |
|                                   | official                          |
| • Establish a perimeter to keep   |                                   |
| away all                          | notification that an employee has |
|                                   | had an                            |
| persons except those providing    |                                   |
| assistance                        | accident, so you can get started  |
|                                   | with any                          |
| to the injured.                   |                                   |
|                                   | investigation that policy         |
| • Request that another capable    | requires."                        |
| supervisor                        |                                   |
|                                   | "Rene, can you accompany Pat into |
| accompany J.P. to the hospital,   | the                               |
| if possible.                      |                                   |
|                                   | office where it's private and     |
| • Notify HR and any others        | quiet? Let me                     |
| indicated by                      |                                   |
|                                   | know if you need some help."      |
| your emergency response plan      |                                   |
| and/or                            | On the phone, as gently as        |
|                                   | possible, you                     |
| accident/injury policy.           |                                   |
|                                   | say, "I am afraid that I have     |
| You learn that J.P. was           | some upsetting                    |
| performing tasks on               |                                   |
|                                   | news about J.P. He had an         |
| a ladder while arguing with       | accident at work                  |
| another                           |                                   |
|                                   | and we had him transported to the |
| employee. The other employee is   | hospital."                        |
| extremely                         |                                   |
|                                   | "We need to cordon off this area  |
| upset. You ask another supervisor | until it is                       |
| to escort                         |                                   |
|                                   | clean and safe. Ask Sue and Harry |
| the agitated employee to a        | from                              |
| private room to                   |                                   |
|                                   | Facilities to come right away     |
| regain composure.                 | and, in the                       |
|                                   |                                   |
| Assure that J.P.'s family is      | meantime, keep everyone else      |
| notified and given                | away."                            |
|                                   |                                   |
| the location of the hospital.     | "Harry and Sue, I know you've     |
|                                   | worked with                       |
| Comply with accident              |                                   |
| investigation                     | J.P. in the past. How do you feel |
|                                   | about doing                       |
| requirements. Ensure medical      |                                   |
| policy is                         | this task?"                       |
|                                   |                                   |
| followed on any necessary contact | "Rene, do you feel that Pat is    |
| with blood.                       | able to answer                    |
|                                   |                                   |
| Be aware of the emotional impact  | some questions and participate in |
| of cleaning up the accident site. | the                               |
|                                   |                                   |
| Determine if the employee who     | accident investigation now or     |
| witnessed                         | would she be                      |
|                                   |                                   |
| the accident is needed for an     | calmer tomorrow?"                 |
| accident                          |                                   |
|                                   | "Pat, watching a coworker get     |
| investigation and, if so, whether | injured can be                    |
| the                               |                                   |
|                                   | very upsetting. Sometimes it      |
| employee can participate as       | helps to talk                     |
| requested.                        |                                   |
|                                   | with a counselor, even by         |
| Offer the EAP and facilitate an   | telephone. We can                 |
| appointment.                      |                                   |
|                                   | let you use this office to call   |
| If you have concerns about an     | the EAP, if you                   |
| affected                          |                                   |
|                                   | like. The EAP can also set up an  |
| employee's safety in transit, try | appointment                       |
| to assure                         |                                   |
|                                   | close to home or work in the next |
| safe transport home.              | few days.                         |
|                                   |                                   |
| Review J.P.'s work and delegate   | If you go to see the EAP          |
| any urgent                        | counselor, we can                 |
|                                   |                                   |
| responsibilities as needed.       | arrange your time off."           |
|                                   |                                   |
| Determine whether you or someone  | "Who can we call now to give you  |
| else can                          | a ride                            |
|                                   |                                   |
| meet the family at the hospital.  | home from work?"                  |
| Stay with                         |                                   |
|                                   | "Jim and Mary, can you share some |
| the family for a period of time,  | of J.P.'s                         |
| or at least                       |                                   |
|                                   | critical duties for now?"         |
| until other family and friends    |                                   |
| arrive.                           | Greet the family and introduce    |
|                                   | yourself and                      |
| Bring another person who can      |                                   |
| provide                           | coworker. "We are all so sorry    |
|                                   | this happened                     |
| additional support to the family  |                                   |
| (and to                           | to J.P. \-- We came to see how    |
|                                   | he's doing                        |
| you). Be sure that person can     |                                   |
| maintain a                        | and to find out what we can do to |
|                                   | help."                            |
| calm demeanor.                    |                                   |
|                                   | "This is Susan J., who works with |
| Be aware of any confidentiality   | J.P. as a                         |
| issues that                       |                                   |
|                                   | Team Leader. She really wanted to |
| may keep you from discussing the  | come                              |
| details of                        |                                   |
|                                   | with me."                         |
| the accident with the family      |                                   |
| until the                         | "I wish I had the details to      |
|                                   | share with you,                   |
| investigation is complete.        |                                   |
|                                   | but I don't. The team is doing an |
| Be prepared to take notes, in     | accident                          |
| case you have                     |                                   |
|                                   | investigation now. To protect     |
| follow-up issues.                 | J.P. and the                      |
|                                   |                                   |
| Take a few EAP brochures.         | organization, I can't even        |
|                                   | speculate until the               |
| In speaking with the family, you  |                                   |
| learn that                        | facts are determined."            |
|                                   |                                   |
| their concern and grief are       | "I know there is a lot weighing   |
| compounded by                     | on your                           |
|                                   |                                   |
| several issues:                   | minds and that explaining things  |
|                                   | to your                           |
| • They have a small child in the  |                                   |
| home and                          | little boy is a concern as well.  |
|                                   | The Employee                      |
| don't know how to explain the     |                                   |
| accident to                       | Assistance Program can offer good |
|                                   | advice                            |
| him.                              |                                   |
|                                   | that may help. Here's the         |
| • They have financial concerns    | brochure with a                   |
| and need                          |                                   |
|                                   | toll-free number you can call any |
| assistance with medical and       | time, just                        |
| compensation                      |                                   |
|                                   | to talk. They can set up an       |
| benefits.                         | appointment                       |
|                                   |                                   |
| Follow requirements of your       | near you, as well. Also, I'll ask |
| organization                      | someone                           |
|                                   |                                   |
| regarding injury reports.         | from HR to call you regarding     |
|                                   | your benefit                      |
| Consider the EAP for the group -- |                                   |
| and                               | questions."                       |
|                                   |                                   |
| yourself.                         | Back at work the next day, you    |
|                                   | make sure                         |
| Call the EAP from a private       |                                   |
| location where                    | you or others are completing      |
|                                   | forms required                    |
| you can talk.                     |                                   |
|                                   | by your organization following    |
| Determine what the EAP can offer. | such an                           |
|                                   |                                   |
| Take advantage of EAP worksite    | accident.                         |
| services as                       |                                   |
|                                   | You notice that some employees    |
| appropriate, including counselor  | can't stop                        |
| feedback                          |                                   |
|                                   | talking about what happened --    |
| and consultation to management.   | what they                         |
|                                   |                                   |
| Support the desire of employees   | saw and what they did. You        |
| to provide                        | understand their                  |
|                                   |                                   |
| encouragement and assistance to   | need to "talk through" their      |
| ailing                            | reactions to the                  |
|                                   |                                   |
| coworkers and their families, as  | event. But all the talk has been  |
| long as it is                     | affecting                         |
|                                   |                                   |
| consistent with organizational    | productivity and you wonder if    |
| policy.                           | something                         |
|                                   |                                   |
|                                   | should be done to bring things    |
|                                   | "back to                          |
|                                   |                                   |
|                                   | normal".                          |
|                                   |                                   |
|                                   | After describing the situation,   |
|                                   | you find                          |
|                                   |                                   |
|                                   | yourself discussing the events    |
|                                   | and your                          |
|                                   |                                   |
|                                   | response to them. With the help   |
|                                   | of the EAP                        |
|                                   |                                   |
|                                   | counselor, you gain some          |
|                                   | perspective and                   |
|                                   |                                   |
|                                   | find you are calmer. You ask,     |
|                                   | "What can you                     |
|                                   |                                   |
|                                   | do for us now?" You learn the     |
|                                   | following:                        |
|                                   |                                   |
|                                   | • People usually need some time   |
|                                   | to absorb                         |
|                                   |                                   |
|                                   | what's happened.                  |
|                                   |                                   |
|                                   | • The EAP can then send a         |
|                                   |                                   |
|                                   | counselor/consultant to walk      |
|                                   | around,                           |
|                                   |                                   |
|                                   | speak with staff and get a sense  |
|                                   | of how                            |
|                                   |                                   |
|                                   | people are affected.              |
|                                   |                                   |
|                                   | • In cases of major trauma, the   |
|                                   | EAP can conduct supportive group  |
|                                   | meetings to provide information   |
|                                   | on emotional trauma and how to    |
|                                   | deal with it. These are sometimes |
|                                   | called "critical incident stress  |
|                                   | debriefings."                     |
|                                   |                                   |
|                                   | They allow people to talk about   |
|                                   | what                              |
|                                   |                                   |
|                                   | happened in a way that promotes   |
|                                   |                                   |
|                                   | healthy coping. Participation by  |
|                                   |                                   |
|                                   | employees should be voluntary.    |
|                                   |                                   |
|                                   | • EAP offers confidential         |
|                                   | follow-up to those who need and   |
|                                   | request it.                       |
|                                   |                                   |
|                                   | At your request, the EAP sends a  |
|                                   |                                   |
|                                   | counselor/consultant to walk      |
|                                   | around and talk                   |
|                                   |                                   |
|                                   | with employees. The EAP also      |
|                                   | offers                            |
|                                   |                                   |
|                                   | supportive counseling and         |
|                                   | follow-up                         |
|                                   |                                   |
|                                   | privately to those who may need   |
|                                   | it.                               |
|                                   |                                   |
|                                   | Additionally, the EAP is          |
|                                   | available as a                    |
|                                   |                                   |
|                                   | consultant to you, 24/7.          |
|                                   |                                   |
|                                   | You are briefed by the EAP that   |
|                                   | employees                         |
|                                   |                                   |
|                                   | want to do something for J.P. and |
|                                   | his family.                       |
|                                   |                                   |
|                                   | You assist people in planning a   |
|                                   | supportive                        |
|                                   |                                   |
|                                   | gesture.                          |
+-----------------------------------+-----------------------------------+

**4. Tip of the Day-- The Elements of Crisis Response**

When you must deal with injury or critical illness at the worksite,
remember:

-   Reflect upon your experiences with past crises and think about what
    can be learned from them.

-   Don't try to do everything yourself. Survey what's needed, then
    delegate to those who are calm and appropriately prepared.

-   Prepare for your role as liaison between family of the injured
    employee and the workgroup. Consult with Human Resources staff on
    what information you may and may not share with each party in order
    to protect confidentiality.

-   Assessing resources ahead of time, consulting with others,
    developing a response plan and having periodic drills will help
    prepare you and your team to respond effectively in any future
    medical crises.

**(5) About this E-magazine**

Federal Occupational Health (FOH) has a range of programs to improve the
health, safety and productivity of the Federal workforce. These programs
include Employee Assistance/Member and Family Support, Work/Life
Solutions, Clinical Health Services, Environmental Services, and other
special programs. The FOH EAP provides assessment, counseling, referral,
training and consultation to Federal employees and agencies worldwide.
The goal of this e-magazine is to help Federal leaders address their
workplace relationship concerns. For further information about FOH and
its programs, call us at 1 800 457-9808 or visit our web site at
www.foh.dhhs.gov.

The articles that appear in Leadership Today are published as background
information and, as such, do not address specific human resource
management concerns. For guidance on handling issues that arise in your
workplace, please consult your employee assistance and/or human
resources professional.

*healthy bodies ●sound minds ●a safe place to work*

**Federal Occupational Health**

Department of Health and Human Services

Program Support Center

a component of the U.S. Public Health Service