LP Gas, February 2019

safety signals SAFETY NEWS TIPS SUCCESSES Emergency response crisis communication readiness T he Propane Education Research Councils 2019 National Safety Trainers Conference brought together propane professionals to discuss the latest in propane safety More than 125 propane trainers safety managers attorneys and state officials attended the January conference in San Antonio Emergency response and crisis communication were this years hot topics EMERGENCY RESPONSE Mark Holloway manager of safety for AmeriGas discussed emergency response drawing from his experience with the 2006 Las Vegas propane explosion Holloway who started his career in the fire service industry and has been in the propane industry for 20 years walked attendees through the crisis One of the biggest challenges he and many other propane professionals face is the different modes of communication between emergency responders and the industry They speak two different languages Holloway says Holloway also offered some key takeaways from that particular crisis Do not place tanks near or underneath the bulk storage tank Do not keep excess tanks on the property Emergency responders need to be trained for LPG specific events Coordinate public education drives to counter negative public perception Train managers on media relations CRISIS COMMUNICATION Crystal DeStefano Strategic Communications director of public relations says its imperative for marketers to have a crisis communication plan in place Proactive communication is another tool propane marketers can use which includes sharing good news about your company with the media so a crisis isnt the first time the public hears about your company DeStefano helped marketers better prepare with how to handle the media by hosting mock interviews Here are several ways DeStefano suggests preparing for an interview with the media Get to know the media Its harder for media members to drill you on air if they already have a personal relationship with you Train your staff If the media reaches out to you train your staff to be polite get the reporters name and the reason for the call and note the deadline for the story Have a spokesperson Ensure you know who to put in front of the media in all regions your company does business Write Down Messages Bring notes to reference during the interview and hand them to the reporter following the interview Bridge A way to move the conversation away from a question you cant or do not want to answer Start by saying What I can tell you is Silence is OK Answer the question you were asked and only the question you were asked Response required Respond to every inquiry to keep a good relationship with reporters We know that crisis will inevitably happen DeStefano says Its not a matter of if but when LEGAL MATTERS John Hansen partner at McCoy Leavitt Laskey shared his experiences defending propane companies at trial A common cause for confusion Hansen says hes seen in court is knowing when a leak check should be performed Employees should understand the difference between out of gas and an interruption of service In several cases Hansen has defended the defendant was unknowledgeable about the differences The code references interruptions in service and an out of gas situation is one type of interruption in service but there are other interruptions in service Hansen says A customer turning off the main gas supply valve is considered an interruption of service Therefore a leak check must be done even if theres gas remaining in the tank he adds Joelle Harms 60 LPGas February 2019 LPGasmagazine com PHOTOS BY JOELLE HARMS WATCH VIDEO INTERVIEWS Video interviews with safety leaders at the conference are available by visiting lpgasmagazine com and clicking on our YouTube channel icon at the top Holloway Hansen DeStefano