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CONFIDENTIAL

Crisis
Management
Plan
Jamie C. Harrison
Revision Date: May 1, 2014
Copies in Circulation: 2

Crisis Management Plan

Introduction

To the employees of the Saint Louis Zoo,

May 1, 2014

Our commitment has always been to the animals, our community and for the
safety of our valued staff. With these principles in mind, we are proud to unveil a comprehensive Crisis Management Plan, effectively immediately.
Our mission, to conserve animals and their habitats through animal management, research, recreation and education programs can only be accomplished in safe working environments. While it is difficult to assess all possible crises, a research team has selected many events that we should prepare
for.
It is my hope that as an esteemed member of the zoo staff, that you will take
time to review the contents of this Crisis Management Plan to better prepare
yourself for the future. With your help, we can look confidently into the future of the Saint Louis Zoo. Thank you!
Sincerely,

Peggy A. Ritter
Peggy A. Ritter
Saint Louis Zoo Association, President
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Crisis Management Plan


Acknowledgement
Form
By signing this document, I acknowledge that I HAVE READ and understand the content and all of its provisions, and I am signing voluntarily.
Date: Signed the _____ day of ____________, 20_____.
Name (Printed):____________________________________________
Name (Signed):_____________________________________________
Employee Title:_____________________________________________
Address:___________________________________________________
City:______________________, State:_________, Zip: ____________
Telephone: ________________________________________________
Email Address:_____________________________________________

Crisis Management Plan

Rehearsal Dates
A Crisis Management Plan will not be effective unless all parties are
informed, prepared, and well practiced in their responsibilities. To further
educate and prepare, mandatory rehearsals will be scheduled throughout
the year.
The dates and procedures are as follows:
Review and revision of comprehensive Crisis Management Plan, including consultations with government and local emergency departments
(fire/police/EMT) by Crisis Management Team:
Yearly, December 15th
Rehearsals with all employees and local emergency personnel:
Biannual, January 15 & July 15
Rehearsals with all employees (in addition to rehearsals with local
emergency personnel:
Quarterly, April 15 & October 15 (plus January 15 & July 15)
Testing of all communications systems within the park & employees:
Monthly, First Friday of every month
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Crisis Management Plan

First Action Date


Upon determining if the zoo, staff, or guests are at risk for a potential crisis, personnel
will be informed by the Crisis Management Team. The team will confirm the risk before communicating with others, as to not create unnecessary panic. Action will be taken as follows:
1.

Crisis Management Team will confirm & assess the potential crisis, upon approval from Crisis Management Director, Matthew Geekie, the management plan will
continue or resolve.

2.

The predetermined plan for management, as stated within the risk assessment
guide, will be selected (for example: an evacuation).

3.

Zoo staff will be contacted via text message system using phone numbers provided by the Acknowledgement Form signed by all staff members. Crisis management team member, Joseph Ambrose will distribute the message.

4.

Messages will be broadcast across walkie-talkies provided to employees working


on the grounds (zookeepers, maintenance, etc.). Crisis management team member,
Sander Coovert will distribute the message.

5.

Announcements would be made across zoo PA-systems if necessary to inform


guests of potential situation. Crisis management team member, Mary Campbell will
distribute the message.

6.

Pre-selected member of Crisis Management Team will inform each local emergency organization as needed (police, fire, hospital, media etc). Each organization is
assigned to individual team members.

7.

Once the crisis or event has past, evaluation of efficiency will begin.
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Crisis Management Plan

Contact Sheet
NAME

PHONE

EXPERTISE/POSITION

Matthew Geekie

(314) 658-0905

Crisis Management TeamDirector

Joseph Ambrose

(385) 781-0922

Crisis Management TeamMember

Sander Coovert

(314) 918-4402

Crisis Management TeamMember

Mary Campbell

(314) 781-0911

Crisis Management TeamMember

Peggy A. Ritter

(385) 658-3248

STL ZooPresident

Barbara Archer

(385) 781-5544

Zoo District DirectorRivers Edge

Robert Fox

(314) 711-9983

Zoo District DirectorDiscovery Corner

Gary Halls

(388) 781-7543

Zoo District DirectorLakeside Crossing

Bruce Holland

(385) 781-8894

Zoo District DirectorThe Wild

Stephen Jones

(314) 658-2232

Zoo District DirectorHistoric Hill

Douglas Miller

(385) 722-0999

Zoo District DirectorRed Rocks

Larry Castle

(314) 781-8555

Large Animal Vet

Robert Newman

(314) 918-4402

Small Animal/Reptile Vet

Susan Clovis

(314) 781-1172

Aquatic Animal Vet

Mike Oliver

(428) 789-9742

St. Louis Police Chief

Emmett Harrison

(385) 781-0932

St. Louis Fire Chief

Joyce Smeenk

(314) 918-4402

St. Marys Hospital, Front Desk

John Garland

(388) 781-0873

Holiday Inn/ Saint LouisOwner

Catherine Mitchell

(314) 781-0948

St. Louis Red Cross

Francis Slay

(314) 918-4402

Mayor of Saint Louis

Jay Nixon

(428) 781-0900

Governor of Missouri
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Crisis Management Plan

Risk Assessment
(Ranked from most likely to least)
RISK

DESCRIPTION

Animal Attack

Due to the high cases of incidences where zookeepers and public come in contact with
animals in the zoo, there is a high probability of animal attack. Procedures must be
followed in order to remain alert and prepared. A plan that includes EMT and hospital staff must be in place.

Weather: Fire

Whether sparked by outside events or a fire begins within the walls of the zoo, evacuations plans must be in place. In addition, fire departments must be notified and involved in crisis preparation.

Weather: Flood

While it remains unlikely that the nearby Mississippi River should flood, the zoo
stands in the current flood zone. Evacuation plans must be in place and all emergency personnel, including Red Cross must be involved.

Weather: Heat/Cold

Missouri can experience extreme heat and extreme cold depending on the season.
Staff must keep aware of the changing weather and all veterinarians should approve
safety measures during times of drastic weather changes.

Animal Escape

An escape of an animal is one of the worst scenarios, however it remains somewhat


unlikely. Fences must always be checked for damages, enclosures must remain locked
to the public, and security cameras must be watched to ensure animals remain in
their habitats.

Lack of Funding

The Saint Louis Zoo is owned and partially operated by the city of Saint Louis,
which makes it vulnerable to budget cuts. While this would not be an immediate
threat to animals or guests of the zoo, it remains a potential crisis because of the dramatic impact it could have on all aspects of day to day activity in the zoo.

Protestors

Animal rights activists have targeted zoos since their creation, stating that is not humane to keep wild animals in captivity. While most of the protests are peaceful and
have no intention of creating violent situations, they can get out of hand. Protests
can be expected when news of an animals death reaches the media. (Regardless if
the animal died from natural causes or not.)

Threats from the public or zoo guests would include bomb threats or weapon threats.
This could apply to the park itself or surrounding areas if there is a similar threat
Bomb/Weapon Threats
nearby. The zoo must have a comprehensive and police-approved plan in order to
handle this particular crisis.
Disease

Outbreaks of animal-to-human spread diseases are uncommon, however ways to alert


the public and contacts with the Center for Disease control are necessary.

Crisis Management Plan


Incident
Report Sheet
Date of Incidence:_______________________________________________________
Summary of Event:______________________________________________________
______________________________________________________________________
______________________________________________________________________
People & Organizations Contacted:

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

Actions taken (please indicate by whom):

______________________________________, By: _________________________

______________________________________, By: _________________________

______________________________________, By: _________________________

What was the result of the actions taken?____________________________________


______________________________________________________________________
______________________________________________________________________
Signature: ________________________________ Date:___________________
Job Title:_________________________________________________________
Crisis Management Team Use ONLY:
Received By: _____________________________________Date:_____________________
Additional forms at www.saintlouiszoo.org/employeelogin/crisismanagement/incident

Crisis Management Plan


Proprietary
Information
PROPRIETARY INFORMATION SECTION
IMPORTANT: Please read and sign to verify you understand the following information.
Return to the Crisis Management Team Director, Matthew Geekie.
This Crisis Management Plan is a contract between the employees of the Saint Louis
Zoo and the Saint Louis Zoo Association. This plan is effectively immediately (May 1,
2014).
The content in this Crisis Management Plan is confidential and will remain undisclosed to the general public. Only emergency personnel, listed on the contact sheet,
will be aware of the procedures. With this information, we expect the employees of
the Saint Louis Zoo to uphold the confidentiality agreement within the Acknowledgement form.
Only members of the Crisis Management Team and approved Saint Louis Zoo Association members have the right to release any information enclosed in this packet. If
you should leak any information regarding the Crisis Management Plan, you are subject to litigation.
In addition, if you should need another copy of the Crisis Management Plan, you
must contact the main office. It is not allowed to make copies of this original document.
IN WITNESS WHEREOF, the parties approve the agreement as of the published
date of May 1, 2014.

Receiving Party
Name:___________________________________
Title: ___________________________________
Date:____________________________________
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Crisis Management Plan


Communication
Strategy Worksheet
Crisis Management Team Communication Strategy Worksheet
Date of Incidence:_______________________________________________________
Summary of Event:______________________________________________________
______________________________________________________________________
______________________________________________________________________
Stakeholders Contacted:

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
(Include copy of message or summary of conversation)

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
(Include copy of message or summary of conversation)

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
(Include copy of message or summary of conversation)
Signature: ________________________________ Date:___________________
Job Title:_________________________________________________________

Crisis Management Team Use ONLY:


Received By: _____________________________________Date:_____________________
Additional forms at www.saintlouiszoo.org/employeelogin/crisismanagement/strategy

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Crisis Management Plan


Secondary
Contact Sheet
Secondary Contact Sheet: Stakeholders
NAME

PHONE

POSITION

WHO CONTACTS

F. Homles Lamoreux

(385) 658-3248

St. Louis Zoological


Park Sub district

Matthew Geekie

Karl Grice

(385) 781-5544

Young Zoo Friends


Advisory Board

Joseph Ambrose

Shawn Hagan

(314) 711-9983

City of Saint Louis

Peggy A. Ritter

Patricia Heim

(388) 781-7543

Center for Disease


Control

Leigh Heldermon

Don Imholz

(385) 781-8894

Missouri Red Cross

David Payne

Margie Imo

(314) 658-2232

STLLambert
Airport

Shelby Dunham

Lee Kling

(385) 722-0999

St. Louis Dept. of


Transportation

Dakota Missildine

Todd Korte

(314) 781-8555

St. Louis Animal


Control Units

Trisha Smeenk

Katherine Lintz

(314) 918-4402

Secondary Large Vet

Larry Castle

David Kowach

(314) 781-1172

Secondary Small Vet

Robert Newman

Davida Layer

(385) 781-0932

Secondary Aquatic
Vet

Susan Clovis
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Crisis Management Plan


Stakeholder
Contact Sheet
Stakeholder Contact Sheet
Date of Incidence:_______________________________________________________
Summary of Event to Share with Stakeholders (must be approved by Crisis Management Director):_________________________________________________________
______________________________________________________________________
______________________________________________________________________
Stakeholders Contacted:

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
Follow-up with Stakeholder:____________________________________________
(Include copy of message or summary of conversation)

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
Follow-up with Stakeholder:____________________________________________
(Include copy of message or summary of conversation)

Company/Organization:__________________, Spoke to:_____________________


Purpose of Communication:____________________________________________
Date/Time of Communication:__________________________________________
Follow-up with Stakeholder:____________________________________________
(Include copy of message or summary of conversation)
Signature: ________________________________ Date:___________________
Job Title:_________________________________________________________

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Crisis Management Plan


Crisis
Control Center
In the event of a crisis, employees and local emergency personnel must be aware
of pre-determined central meeting facilities. If the Crisis Management Team must
leave the zoo, they will congregate at the Holiday Inn/St. Louis Forest Parkway.
St. Marys Hospital
6420 Clayton Rd
Richmond Hts, MO
63117

Fire Department
272 Hanley Ind. Ct.
Saint Louis, MO
63144

Saint Louis Zoo


1 Government Dr.
Saint Louis, MO
63110

Holiday Inn
5915 Wilson Ave.
Saint Louis, MO
63110

Police Department
7447 Dale Ave.
Richmond Hts, MO
63117

The primary meeting place of the Crisis Management Team will be located within
the Saint Louis Zoo, but could be transferred to the Holiday Inn, two miles Southeast
of the zoo.

The hotel staff is involved in the Crisis Management Plan, therefore will accommodate zoo staff

The Holiday Inn is centrally located in St. Louis

Both the zoo and hotel meeting facility are close in proximity to emergency locations (hospital, police, and fire departments
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Crisis Management Plan


Post-Crisis
Evaluation Forms
Post-Crisis Evaluation Forms
Date of Incidence:_______________________________________________________
Summary of Event:______________________________________________________
______________________________________________________________________
______________________________________________________________________
Evaluation of Crisis Management:__________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Where is improvement needed?_____________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
In regards to how the crisis was handled, what was done well?__________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Signature: ________________________________ Date:___________________
Job Title:_________________________________________________________
Crisis Management Team Use ONLY:
Received By: _____________________________________Date:_____________________
Additional forms at www.saintlouiszoo.org/employeelogin/crisismanagement/evaluation

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Crisis Management Plan

Appendix

For additional support and resources regarding crisis management


and preparations for the Saint Louis Zoo, visit:
Zoological Association of America
www.zaa.org/resourcesandeducation
Association of Zoos and Aquariums
www.aza.org/resources/crisispreperation

To better prepare for all types of physical crises that threaten the
Saint Louis Zoo, experts should assess individual risks of all animals within the zoo. Experts within 100 mile radius of Saint Louis, Missouri:

Poisonous reptiles:

- Gary Means, 345-983-6648

Exotic Animals

- Charlene Brewer, 532-854-3829

- Jim Zanella, 884-928-2348

Arctic Animals
- Lucy Halsey, 334-583-2333

Aquatic Animals:
Birds of Flight:
- Winn Bulwark, 523-420-3332

Exotic Plants:
- David Marcus, 440-333-5738
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