Exceeding Guests Safety Expectations (3)

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Exceeding Guest’s Safety Expectations How it impacts your bottom line:

Exceeding Guest’s Safety Expectations How it impacts your bottom line Presented by: Harriet Resnick, Chicago Botanic Garden Greg Papiernik, Longwood Gardens Lisa Ann Glass, Longwood Gardens Sharon Van Loon, Berends Hendricks Stuit

Hire the RIGHT People Engaging the RIGHT Volunteers :

Hire the RIGHT People Engaging the RIGHT Volunteers Right People for the Right Place Onboarding Training Retention

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Horticulture Education The Arts

Accident Prevention :

Accident Prevention Making Safety Part of your Organization’s Culture

Accident Prevention::

Accident Prevention: If History Repeats Itself… Begin with the end in mind: Design Site Surveys Weather

Risk Transfer :

Risk Transfer Hold Harmless Indemnification Agreements Insurance Requirements Certificate Procurement

Proper Training: Incident Response Preparedness:

Proper Training: Incident Response Preparedness First Responder Training CPR Basic Advanced: EMT Equipment Drills Bloodborne Pathogens Code Adam

Proper Training: Safety Readiness:

Proper Training: Safety Readiness Special Event Planning Responding to an Unsafe Condition June is safety Month Resources

Proper Training Responding to Incidents:

Proper Training Responding to Incidents Garden Staff Public Safety Staff ERT Response Equipment Access 9-1-1

Responding to Incidents Caring for Guests:

Responding to Incidents Caring for Guests Compassion Competent Treatment Care above and beyond Expectation Part of Training

Responding to Incidents: Follow Up!:

Responding to Incidents: Follow Up! Report Incident to Insurance Company Call the Injured Guest (24 hours) Complete Investigation/Documentation Visitor Passes

Responding to Incidents: Complete Internal Evaluation:

Responding to Incidents: Complete Internal Evaluation Management Review Supervisor Evaluation Prevention Strategy Safety Committee Review Change/Correction Implementation Plan

Cost Savings Results:

Cost Savings Results Unexpected Costs Insurance Premium Work Comp Experience Factor

Overall Impact :

Overall Impact Safer Habits/Spaces Increased Productivity Improved Communication Replacement of Worn Out Equipment Improvement in Quality of Services Reduced Costs

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“We recognized the direct correlation between the injuries and the increasing cost of our insurance. It was time to stop talking about safety and allocate resources and financial support to make change possible.” - Michael Albano, CFO Mount Auburn Cemetery

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No part of this presentation may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission of the American Public Gardens Association. Copyright © 2013 by the American Public Gardens Association. All rights reserved. The American Public Gardens Association Vision: A world where public gardens are indispensable APGA 2013 Garden Evolution Conference _______________________________________________

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