Training

Confined Space Rescue Plan

When was the last time you reviewed the confined space rescue capability at your workplace? Do you have a documented and rehearsed rescue plan, with adequately trained rescue personnel, and the capability to rescue an injured person from a confined space if an emergency occurs?

Companies must ensure that adequate emergency procedures are in place for all confined space entries, and that these emergency procedures are documented and regularly rehearsed. For your organisation to have a well-developed confined space rescue capability, you should have the following 3 key measures in place:

• A confined space rescue plan is completed for every confined space entry that occurs
• Confined space rescue training is undertaken by relevant personnel based on the site-specific hazards and risks
• Confined space rescue exercises form part of the overall emergency management and emergency prepared strategy for your workplace

1. A confined space rescue plan is completed for every confined space entry that occurs
All confined space entries are different, and each requires a documented emergency response plan that covers the types of emergencies that may occur, and the specific rescue procedures to be followed in the event of an emergency. The rescue plan should be written by a competent person who analyses the confined space work, the types of emergencies that are foreseeable, and the emergency rescue procedures to be implemented.

By having an effective confined space rescue plan in place (which should be attached to the confined space entry permit at the confined space entry location), you can ensure that if an emergency occurs, a safe and effective emergency response can be undertaken that has been documented. This prevents rescues being undertaken without proper planning, that could expose rescuers to hazards that they are not aware of.

Generally, a confined space rescue plan should cover at least the following:

• Activation of the rescue plan (who will activate the emergency response, and who will attend, who will contact emergency services)
• PPE required by the rescue team prior to entry (e.g. SCBA, Harnesses etc.)
• Rescue Method (Non-entry rescue such as a tripod and winch, or an entry-rescue that may require rescue personnel to wear breathing apparatus and other Personal Protective Equipment)
• Pre-positioned rescue and first aid equipment required, inspection of equipment, and location of equipment and anchor points etc. (e.g. Tripods, Harnesses, Stretchers, rope rescue equipment, breathing apparatus equipment, gas detectors, communication equipment etc.). NOTE: Consideration should be given to locating this equipment at the confined space entry and pre-rigging equipment where practicable
• How the casualty will be extracted from the incident to medical assistance, and who will provide the medical assistance
• Does the complexity of the rescue plan require the confined space entrants to wear specific PPE such as a confined space harness throughout the work, or do workers need to remain attached to ropes or winch lines as an additional safety consideration.
• Specific hazards and control measures that must be known and understood by the rescue team prior to entry, such as isolations. The rescue team must also review the confined space entry permit prior to entry)

NOTE: If the assessed work within the confined space changes, or if items of rescue equipment noted within the rescue plan are not available on the day of the work, then the confined space work should stop until a new rescue plan is completed.

2. Confined space rescue training is undertaken by the relevant personnel based on the site-specific hazards and risks

The selection of the type of confined space training to be carried out must be based on the types of confined space rescue scenarios that your personnel may be required to respond to. Expert advice should be sought to ensure that the confined space training is based on the types of rescues that must be undertaken, and the equipment available. Confined space rescue courses are normally 3-5 days in duration (depending on the modules covered) and normally comprise the following subjects:

• Confined Space Hazards and Control Measures
• Confined Space Rescue Systems (rigging rope rescue systems, use of tripods and davits, stretcher usage, anchor points and re-directions etc.)
• Rescue team duties, rescue size-up and planning (Team leader, safety officer, rescue team members)
• First Aid and Patient packaging knowledge and skills
• Breathing Apparatus usage in emergency response environments (Self-contained breathing apparatus and/or airline breathing apparatus operations in areas of restricted movement)
• Gas detection knowledge and skills
• Various practical rescue scenarios based on the specific hazards of the workplace

Confined space training should involve an emphasis on practical rescue skills, rigging skills, and patient packaging skills. Multiple scenarios should be run so that rescue team members can apply their skills and knowledge to varied scenarios and participate in the various rescue team member roles. At the end of the course, participants should be able to respond to reasonably foreseeable confined space rescue situations on-site, develop a rescue plan, and complete a rescue of injured personnel within a confined space environment. Training should be refreshed at least annually to retain core skills.

3. Confined Space Rescue exercises form part of the overall emergency management and emergency preparedness strategy for your workplace

For confined space rescue teams to conduct safe rescues of injured patients from a confined space, exercises must occur regularly. Confined space rescue exercises give rescue teams the ability to hone their knowledge, skills, and experience in a variety of circumstances. Rescue scenarios should mirror real world site-specific scenarios that may occur at your workplace and make use of actual workplace confined spaces wherever practicable.

Where possible, have confined space rescue exercises supervised by a confined space rescue trainer who can provide practical guidance and feedback to improve the performance of the rescue team. Plan out the exercises a year ahead, involve your safety team, and have the goal of increasing the complexity of the rescue exercise on each occasion to develop the rescue team’s skills.

Summary

Confined space rescues are a very technical form of rescue, that often involves setting up complex rope rescue systems, utilising breathing apparatus equipment, and utilising gas detection equipment. To ensure that you have a tried and tested capability to rescue injured personnel from confined space emergencies, ensure that you put in confined space rescue plans, appropriate confined space rescue training, and regularly carry out confined space emergency response exercises.

John Owen
Managing Director

View our 3 day Confined Space Rescue Training

For more information on Safework Code of Practice

Valuing Your Customer

The first thing to understand is that your business is worthless if customers are not willing to pay for your product or service. Consumers are always looking for value. When they see value, the chances of them making a purchase increase dramatically. Value could mean price or benefits, it must be worth it to the customer.

The usual way to increase sales is to sell more to your existing customers, either by cross-sell or upsell. Both are good approaches, as long as you don’t over use them. This can result in a negative impact on your customer relationships. It is also true that it is more cost effective to retain a customer rather than get new ones.

So, what can we do?
1. Think about a “save team” or person, these are the people that specifically try to get customers back using a better offer or incentive to use your business again
2. You can try a loyalty program, but it must deliver value to the customer and not be overly expensive to your business
3. Your customer experience is one of the most important to improving sales. Ask yourself: “how would I feel when I walk into my business”?

• How are our customers greeted?
• How many times does the phone ring before it is answered?
• How long do they wait to see someone?
• Are they offered water or coffee while they wait?
• Are things explained to them so that they understand the next step?
• Are they given clear directions to where they need to go or does someone take the time to take them?
• Are they offered alternative produces or services? Don’t forget you are usually the expert, they have come to you.
• Are our processes to complicated, keep it as simple, easy and convenient as possible
• Treat customers ethically, this will build value because customers like to deal with businesses that have a good reputation. People will tell everyone they know, even use social media to say how much you helped them or how much you didn’t help them.
• Create a trusted brand for your business, if you can’t help them say so. You may give them other business’s they could try. If you can help them, keep your promises, and keep them advised as to what is happening if there is a delay.
• Do I have continuous improvement systems in place to fix anything that are not up to scratch?

4. Choose appropriate times and channels of communication that best suit the customer or client
5. Use images, they communicate much faster than words. Show the product, or an image reinforcing your main message.
6. Quality is another very important element of return customers, make sure it is a quality product or service, better than your competitors.
7. Think about the outcome for the customer or client, keep them focused on the benefits of using your business
8. Actively seek feedback on your performance and make improvements
9. Regularly provide ongoing educational sessions for your customers, again you are the expert and there are usually lots of things that the customer would not know about the finer points of what you do.
10. Customise your solutions and provide great personalised service, know their challenges, and understand their problems.
11. Make a connection by listening more and talking less this adds value and will be appreciated by the customer
12. When a customer or client feels that you are the authority in your field, then your value increases. Being an authority gives them a huge sense of security

Value is in the eye of the customer, why should they come to you? What is your point of difference?

Once a potential customer can see the business value of a product, understands that your solution is the best option, and sees the ROI, you’ve overcome the biggest barriers to a sale. Your customer will be ready to sign the paperwork once you’ve fully shown them the value you bring to the table.

Adding Value to Your Work

We need to do more than just turn up at work to be successful.
I have heard people say, “but I did everything I was asked to do” and wonder why it wasn’t enough.
Success translates to profitability – are you adding to the bottom line of your workplace?
Adding value to your work – To really add value, you need to have a positive impact.
So, what are the important things you can do to have a positive impact?
Of course, your experience and expertise are very important

• Loyalty
• Dedication
• A strong work ethic

But these are not enough to ensure continued employment, you can work hard with long hours but if that does not contribute to the bottom line it will not be noticed by anyone except you.
You must be aware of what will help your workplace be more efficient and then what you can actually do to contribute to that goal. From there you can prioritise your tasks and the time you spend doing them. It can be as simple as asking yourself “do I need to print that, or is there a better, cheaper way?” There are two ways you can help the business, you can either increase revenue or decrease costs, which one fits with what you do?
Analyse your job and link it to the bottom line, understand how what you do affects the business.
What you do at work every day is what allows you to be paid and once you are aware of what you need to do and start doing it, it will lead to your long-term success.
Once you have focus you can get your tasks done and make sure it is noticed by management.

This advice applies not only to Newcastle Rescue but any business.

Christine Chittenden – Operations Coordinator Newcastle Rescue