What to do in an emergency

What to do, who to contact and how to deal with queries in case of an emergency

What to do in the case of an accident or incident

If there has been an accident or incident these are the first things you need to remember to do.

  • Keep calm. The most important thing is that you don't panic and you think clearly.
  • Make sure, as far as you can, that the girls and young women you are taking care of, and the other volunteers with you, are safe.
  • Call the emergency services if appropriate.

In case of a serious emergency you must then do the following.

  • If outside your guiding area, tell your home contact what has happened.
  • Call your Commissioner to tell them exactly what happened and together decide what to do next.
  • Call Girlguiding's insurance service on 0845 260 1053 or out-of-office hours 07508 032997.
  • Call Girlguiding's emergency PR line on 020 7592 1733 or the out-of-office hours PR line on 07990 553 940.
  • Do not admit liability.
  • Get witnesses' names and addresses.

Keep careful notes about the incident and developments as they happen, including dates, times and names. Keep copies of any written information, including letters, forms or reports.

Your Commissioner is there to support you. Together you should decide what action is needed, for example:

  • provide support for those involved
  • contact your home contact and establish them as a central point where people can send enquiries, facts can be updated and so on. Alternatively, set up a central point to undertake this role
  • contact your local area's Public Relations Adviser, and ask them to communicate with the relevant parties such as the local community and the media
  • compile a confidential report
  • provide support resources, such as helplines or extra people.

In the event of a serious accident or death, Girlguiding must be notified immediately via the emergency PR line on 020 7592 1733 or the out-of-office hours PR line on 07990 553 940.

After any accident or incident

If an injury or illness occurs to anyone during a guiding activity or on Girlguiding property, the Leader should immediately complete a Notification of Accident or Incident form and notify the appropriate Commissioner. A copy of the form should be sent to the Insurance team at Girlguiding HQ by emailing [email protected] The form can also be found in the Emergency File which is sent to all units.

If contacted by the press

Don't make comments to them straightaway. Instead, take their name and contact details, ask for a deadline and tell them that someone will get back to them. You can then pass this on to Girlguiding's PR team.

After an incident

Following an incident, you must not admit liability at any time or take remedial action, for example by doing repair work, without first getting agreement from Girlguiding and Girlguiding's insurance service.

If you receive any correspondence from solicitors or claimants you must forward it and any attachments immediately to Insurance Department, 17-19 Buckingham Palace Road, London, SW1W 0PT.

You should not reply to the correspondence yourself.

No offer of money should be made at any time.

Plan safe activities

Some accidents and incidents can be avoided by careful planning. Find more information and support so you're as prepared as possible.