Ontario Association of Emergency Managers - Event Information

Event Name:Customer Service Approach to Emergency Management

Session Description:

Disney’s magic can be attributed to their approach to customer service. Disney has always thought about and approached things differently. They strategically focus on the details that other organizations may often ignore. Disney is consistently intentional in their actions - within their parks, their approach to Human Resources, visitor customer service and their approach to business. Disney exceeds their clients expectations - but have any of us considered that everyone is a customer within the lens of Emergency Management?

Join Lorraine Schneider, Global Crisis Manager at The Walt Disney Company, to hear how taking a customer service approach to emergency management can change how we approach training, responses and exercises.

Learning Outcomes:

  • Customer service in the EOC
  • Customer service approach to training and development
  • Successful integration of customer service in training, responses and exercises.
Date:  November 24, 2021
Time:  1:00 - 2:30 (Annual General Meeting to follow)
Platform:  via Zoom

Cost:  Free for Members, $25 for non members

Event Brochure (click here)


Lorraine Schneider is a Certified Emergency Manager (CEM) who has developed groundbreaking training, exercise, and preparedness programs serving The Walt Disney Company, the University of California, Los Angeles (UCLA), as well as local jurisdictions and nonprofits. Guided by her quest for a more inclusive and innovative field of practice, she founded the Emergency Management Growth Initiative (EMGI) in 2020 in an effort to make the emergency management profession both more visible and accessible. 

Ms. Schneider is a founding board member of Project:Camp and previously served as an inaugural board member of Women in Homeland Security – Southern California . She is currently pursuing an Executive MSc in International Strategy and Diplomacy at the London School of Economics and Political Science (LSE) and has received a Certificate degree in Emergency Management & Homeland Security from UCLA Extension, as well as a BA in North American Studies from the Freie Universität Berlin. In 2014, Ms. Schneider left her European roots behind to move to Los Angeles, where she currently resides with her wife.

Event Date:24/11/2021 - 24/11/2021
Event Registration:
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24/11/2021 - 24/11/2021
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