Your Support


1. General:
There are no hard and fast rules dictating how to manage incidents. An incident could take any shape or form, and relies on the quick thinking and experience of those involved to minimise its impact. However, the following general guidelines are likely to apply.

2. Initial Response.
a. Remove from further danger – ensure that everyone is safe.
b. Ask the guide to call emergency services, if appropriate and necessary. In a major incident, Guide is to oversee and advise on action to be taken in the light of Icelandic training for such incidents
c. First Aider (Tutor, Guide or qualified staff member) to carry out first aid if required.
d. Account for all students, staff, coach driver, Icelandic Guide and Tutor (if there)
e. Organise students into groups with staff member in charge to talk with them to help minimise shock. Tell students the procedures to be followed so that alarming phone calls aren’t made to parents. Ask that no mobiles be used until permission is given as the exact nature of the incident has to be determined
f. Deal with any other immediate issues.

3. Follow up Response
a. Continue to ensure the safety and welfare of the group.
b. Contact Izzy Tours in the UK and member of staff in charge of the party to contact Head/Principal or designated adult back at the school/college
› Outline to students what needs to be said if they are texting or phoning
› Guide or Tutor to make notes of or record details of incident
› Mobile phone calls to be kept brief as you will be busy and may need to save batteries. Izzy Tours will, where possible, coordinate the further passage of information.
› Do not delay calling Izzy Tours just because some information is not available. It is better to call as early as possible and then trickle further information to them as you get it.

c. Guide to Inform other guides or Guðrún Frederiksen of situation
d. School or College to inform next of kin (if Izzy tours unable to do so)

4. Subsequent Actions.
a. Record/write down all incident details: ask staff/students to write reports as relevant.
b. Photograph the site of the incident (if appropriate)
c. If an accident, retain all equipment involved in an unaltered state.
d. Other possible steps that you may need to take:
› Staff and possibly students to be taken to Hospital
› Dealing with onlookers
› Dealing with press/media who have arrived at the incident site (make no comment, give no names or details, politely refer media to Izzy Tours)
› Co-ordinating rota of people to accompany casualty(ies) in hospital
› Giving police statements
› Arranging for return of the group to their accommodation or possibly the UK
› Arranging for immediate counselling for the group (by you/other staff)
› Izzy Tours to arrange parents to fly to Iceland and to take them to Hospital

5. Do not:
› Admit liability to anyone
› Let individuals phone home until the Head/Principal , Guðrún Frederiksen and Izzy Tours have been contacted if possible
› Make a statement to the media or allow them access to any student/member of staff

6. Passage of Information:
In addition, Izzy Tours will notify the following:
› Relevant Insurance Companies
› British Embassy / Consulate if appropriate.
› Partner agencies/companies in Iceland if appropriate
› Prepare a press release if necessary.
› Notify HSE if necessary.

7. When the incident is over:
› Guide, Tutor (if there), Coach Driver and staff will be debriefed
› They will need to submit a full report and or incident report form
› They will need to submit any photo records you have
› They will need to hand in any equipment involved in the incident
› They will be offered counselling and Schools should organise counselling for students as appropriate
› Izzy Tours will review the incident and safety procedure. They will then implement any changes as appropriate.

8. Media Response:
a. A media spokesperson will be appointed by Izzy tours to handle media enquiries and prepare a response.
b. Upon contact by the media the first response given will be: ‘We are currently investigating the incident and will issue a formal statement at XX hours today / tomorrow’.
c. There should be at least 6 hours time allowed to gather the facts and prepare a statement.
d. At the agreed time a written statement will be read out and copies supplied to the media.
e. Depending on the situation there may be a need for further statements / interviews. Interviews should be handled with caution and with as much preparation and planning as possible.