We serve the public and private corporations and residents with our expertise in:

  • Assessing your existing emergency plans

  • Planning and implementing disaster policies, including:

  • Preparedness

  • Mitigation

  • Response

  • Recovery

  • Provision of training for thorough Damage and Need Assessment and Resource Management

  • Designing, implementing, and training for Disaster Management.

  • Disaster research and investigation to determine what lessons can be learned and how future emergency policies can be modified.

  • Facilitating training for Incident Command System (ICS) to strengthen the ability to organize disaster areas and establish Unified Command Systems.

  • Provision of training for Emergency Operation Centre (EOC) operations/management;

  • Development and implementation of Comprehensive Emergency Management/Safety/Business Continuity programmes

Development of educational programmes customized to specific hazards for the public and for employees.

Staff of NEMA ensures delivery of the following standards of service, as a minimum, to our clients and stakeholders.

If You Visit Us:

  • You will find staff courteous and helpful

  • We aim to give you assistance within 5 minutes of your arrival at a service point.

  • You will be put in touch with the appropriate person with the minimum of delay. If waiting for service you will be acknowledged courteously and advised of possible waiting periods.

  • You can expect staff to have the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has.

 If You Call Us:

  • Your telephone calls will be answered within the fifth ring during normal office hours (9:00am – 5:00pm) with the office identified.

  • You can expect us to acknowledge or respond to telephone messages as soon as possible and at latest by the next working day.

  • If we are not able to answer your query immediately, we will take your contact details to ensure you get a response.

 If You Write To Us:

  • We will acknowledge or reply to your written request as soon as possible, and at latest, within 5 working days of receipt.

  • Our written communications to you will be in clear and simple language, addressing the issue directly and including relevant contact details.

  • We will tell you to whom we have referred your matter, if it is outside our responsibility.

 Providing Public Information:

  • We will always provide basic information on hazards

  • We will respond to request for printed information, reference material or publications within 5 working days of receipt.

  • We provide up-to-date information and recommendations to enable decision makers to establish or improve emergency policies.

  • We provide advice on Resource Management in emphasizing working together, developing plans, guidelines, agreements, and provide training for mutual aid.

 Charges for Service:

  • Where costs are involved, you will be advised in advance.

Although we are called the National Emergency Operations Centre (NEOC) during its activation, NEMA does not perform the duties of partners who are also involved in disaster management. We do not physically:

  • Respond to oil spills, fires, damaged water mains, power outages, medical emergencies, traffic accidents, explosions or other emergencies.

There are some things you can do that will help us to help you:

  • Seek our assistance only in those matters for which we are responsible.

  • Tell us precisely what services you want from us so that we can direct you quickly to the appropriate officer.

  • You may be asked to provide information to enable us to assist you.

  • Provide the required information as soon as practicable.

  • Honour commitments to scheduled meetings and appointments.

  • Treat our staff with courtesy and respect.

  • Make suggestions as to how we can improve our services to you.

  • Provide feedback on the relevance and effectiveness of programmes.

  • Take responsibility for your own and the community safety by accepting our advice.

How can we improve our service

We will be responsive to your needs and ideas and welcome your comments in order to help us improve our service. If you have a comment let us know by one or more of the following methods:

  • Discuss the matter with a member of staff who will assist you or refer you to the appropriate officer.

  • Write to, E-mail or phone the National Disaster Coordinator.

If you have a Complaint

There is a procedure to deal with formal complaints:

  • When advised of a formal complaint the National Disaster Coordinator of NEMA will make every effort to contact you within 24 hours, and certainly within 3 working days.

  • The National Disaster Coordinator will investigate your complaint and advise you of the outcome as soon as possible.

  • If you are not pleased with our response, you may write to Secretary to the Cabinet and expect a full response within 14 days.

Checking our performance

We welcome you comments on how successful we are in achieving the standards set out in this Charter. We will:

  • Monitor and evaluate our products and services against the standards we have set in this Charter, to see if we are meeting those standards.

  • Formally review the standards set out in this charter at least once a year and adjust them in light of your comments, and informally review them during the year in response to ongoing changes.

  • Publish the results of the review in our annual report.

Help us to improve this Charter

This Charter is being developed through a consultative process with our clients and staff. Your comments on how we might improve this Charter are important to us and we welcome your views on it.

We will use your comments to ensure that the products and services we provide are of the highest standard and that our Charter reflects this accurately. We appreciate your efforts to help us to serve you better.

The National Emergency Management Agency is located Gladstone Road, Nassau, The Bahamas. Our office hours are 9:00 am to 5:00p.m. Monday to Friday, except public holidays.