Major health event response for tourism organisations

• Local health service/hospital
• Regional tourism organisation (RTO)
• Local tourism organisation (LTO)

• Queensland Health
• Tourism and Events Queensland (TEQ)
• Department of Tourism and Sport (DTS)

• Check incident facts – what, where, when, who and how impacted, what can/can’t say publicly with lead agency.
• Brief RTO CEO, Chair and staff.
• Liaise with tourism network – DTS/QTIC/TEQ.
• Agree response, messaging and RTO role with lead agency, relevant tourism operator and TEQ.
• Liaise with tourism operator involved to advise them to contact Queensland Health and determine if and who should respond to media – provide advice re media messaging/interviews if operator responds.
• Prepare messaging to minimise impact on tourism by emphasising the industry’s priority is safety.
• Ensure reception/call centre/visitor centre staff have messaging regarding the incident to respond to direct queries.
• Contact tourism operators, local tourism organisations and visitor centres re media and visitor messaging and fact sheets.
• Monitor media and log enquiries – refer emergency related queries to lead agency.
• Brief key tourism industry spokesperson with key messaging.
• Respond to tourism-related media queries.
• If appropriate, revise or suspend scheduled social media and advertising campaigns.

Where to find COVID-19 information

• Queensland Health
• Queensland Chief Health Officer Public Health Directions
• Australian Government Health Department
• COVID-19 in Queensland

Tourism/business specific information

• Business health and safety resources for coronavirus (COVID-19)
• If you require translating or interpreting services, phone 13 14 50.

Policies

• RTOs to advise local tourism operators, local tourism organisations and visitor information centres to review their policies, procedures and messaging around:
  • Dealing with COVID in the workplace (Queensland Government)
  • COVID safe events (PDF, 578KB)
  • Business closures, continuity and contingency planning
  • Gatherings.

• Seek lead agency updates on incident status.
• Liaise with tourism network – DTS/QTIC/TEQ.
• Implement initial recovery messaging – social media, website and advertising.
• Issue media release, interviews as appropriate.
• Contact impacted operators to provide assistance and advice.
• Share agreed messaging with tourism operators.
• Coordinate and implement ongoing detailed recovery campaign with TEQ and DTS.
• Evaluate what worked and what didn’t.
• Update crisis toolkit.

• Our operators have been briefed on the situation and are advising their guests on how to protect themselves.
• All the necessary steps have been taken to ensure visitor safety which is our number one priority.
• Give advice on symptoms and urge people experiencing symptoms to seek assistance (get advice from XXXX).
• Assure people of expert medical assistance in region.
• Emphasise unaffected areas and activities.
• Publicise end of threat

Legionnaires Disease

• The event is isolated to XXXX area. This is a rare incident and health authorities are doing everything possible to assist those impacted.
• We advise people to listen to the advice of health professionals. If anyone is concerned about their health, they should contact their local health professional.
• Our priority is allowing the authorities to do their job to ensure people are safe.
• Everything is being done to ensure the safety of people and to minimise the disruption to travel plans in the region.
• XXXX (provide details) has a strong health and safety record. Each year we welcome XXXX million visitors to XXXX region, with XXXX tourists visiting XXXX (provide details) destination.

Dengue Fever

• Our primary focus is on visitor safety. Tourism operators in the area have been briefed on the situation and are advising their guests on how to protect themselves.
• Expert medical assistance is available. Please seek medical advice if you are concerned.
• Outbreaks of this nature are not a common occurrence, with more than XXXX million visitors to our region annually.
• If you are experiencing any symptoms consistent with Dengue Fever, which include (use advice from Queensland Health) you are advised to seek medical assistance.
• Our health system is well equipped to handle such events.

• The safety, health and wellbeing of our visitors and staff is our number one priority.
• We will continue to monitor Queensland Health directives to ensure best practice in this rapidly changing environment.
• We have reinforced our cleaning and hygiene measures, which are over and above/in line with current guidelines. These include XXXX (provide details).
• We will continue to monitor the situation and will continually update our website and (social media).

• We would like to thank the authorities for responding so quickly to ensure the safety of residents and visitors.
• Our region is ready to welcome visitors back.
• XXXX is one of the safest places in Australia and is renowned for its warmth and hospitality.
• If you would like to find out more about the many wonderful attractions in our area, please visit XXXX (provide details).

• The last few years have been extremely challenging for tourism in our region.
• We’re delighted to be welcoming back our international visitors.