Download - AURIMS 2008 CRISIS MANAGEMENT AND RECOVERY
AURIMS 2008AURIMS 2008
CRISIS MANAGEMENT CRISIS MANAGEMENT AND RECOVERYAND RECOVERY
Bob BurnetBob BurnetRoss Campbell & AssociatesRoss Campbell & Associates
BCP/Risk Mgt/Crisis MgtBCP/Risk Mgt/Crisis Mgt
BCP – BCP – business impact analysis business impact analysis (prevention?) recovery(prevention?) recovery
CRISIS MGT – CRISIS MGT – managing the managing the unplanned critical unplanned critical incident and recoveryincident and recovery
AgendaAgenda
Definition of a crisisDefinition of a crisis Recent incidentsRecent incidents Components of a CMR planComponents of a CMR plan Factors for successFactors for success A University CMR programA University CMR program Questions and discussionQuestions and discussion
Crisis definitionCrisis definition
A critical event or series of events that A critical event or series of events that seriously threatens the University’s seriously threatens the University’s
people, operations, assets, people, operations, assets, environment, or long-term prospects environment, or long-term prospects
and reputationand reputation
Monash shootings factorsMonash shootings factorsOctober 2002October 2002
Two killed, five taken to hospitalTwo killed, five taken to hospital
Campus community shocked and Campus community shocked and distressed – huge counselling requireddistressed – huge counselling required
Security confusion about actual location Security confusion about actual location of shootingof shooting
Monash shootings factorsMonash shootings factorsOctober 2002 (contd)October 2002 (contd)
Mobile telephone network collapseMobile telephone network collapse
News media arrived within minutesNews media arrived within minutes
Issues regarding evacuationIssues regarding evacuation
Potential impact on local and international Potential impact on local and international student marketstudent market
Monash learningsMonash learnings Prior training essentialPrior training essential
Team Leader and Public Team Leader and Public Spokesperson cannot be performed as Spokesperson cannot be performed as one role in a large organisationone role in a large organisation
Issue internal and external Issue internal and external communications earlycommunications early
Monash learnings (contd)Monash learnings (contd)
Do not rely on mobile telephonesDo not rely on mobile telephones
CMR team members need to be easily CMR team members need to be easily identifiedidentified
Ensure all university communications Ensure all university communications emanate from the Control Centre (Public emanate from the Control Centre (Public Spokesperson or Media Coordinator)Spokesperson or Media Coordinator)
UNEXPECTEDUNEXPECTED
UNPLANNEDUNPLANNED
UNUSUALUNUSUAL
UNBELIEVABLEUNBELIEVABLE
VIRGINIA TECH –32 DEAD, 25 INJURED
““Details page” – 16/4/07Details page” – 16/4/07 late afternoon late afternoon
Virginia TechVirginia Tech Integrate comprehensive emergency Integrate comprehensive emergency
management plan across organisationmanagement plan across organisation Institute regular practice of emergency Institute regular practice of emergency
management responsemanagement response Develop a clear communication plan and Develop a clear communication plan and
tools to communicate rapidlytools to communicate rapidly Provide immediate and long term mental Provide immediate and long term mental
health supporthealth support learn from experiencelearn from experience
NORTHERN ILLINOIS NORTHERN ILLINOIS UNIVERSITY 14.2.08UNIVERSITY 14.2.08
“ “The first warnings to students were issued The first warnings to students were issued at 3.20 pm, about 20 minutes after the at 3.20 pm, about 20 minutes after the incident erupted.” incident erupted.”
“ “Students can go to any residence hall for Students can go to any residence hall for counsellingcounselling”
Local Illinois press 15 February 2008Local Illinois press 15 February 2008
Shooting Test Case
Monash 2008Monash 2008
Central Queensland UniversityCentral Queensland University““Canberra failing to regulate rogue collegesCanberra failing to regulate rogue collegesMore than 60 overseas students went on More than 60 overseas students went on hunger strike yesterday…..after being hunger strike yesterday…..after being examined on material they were not taught. It examined on material they were not taught. It is the second time in a year that international is the second time in a year that international students have protested about their students have protested about their treatment at the Lonsdale Street “shopfront” treatment at the Lonsdale Street “shopfront” campus of Central Queensland University.”campus of Central Queensland University.”- - The Age, The Age, 15 March 200715 March 2007
Central Queensland UniversityCentral Queensland University
““Uni put on noticeUni put on notice The Melbourne campus of a Queensland The Melbourne campus of a Queensland
university has been given three university has been given three months…..after a State Government audit months…..after a State Government audit found its curriculum development and found its curriculum development and assessment are inadequate.”assessment are inadequate.”
The Age – 24 August 2007The Age – 24 August 2007
University of CanberraUniversity of Canberra““A sense of shame and secrecy has A sense of shame and secrecy has
descended in Canberra over the death of descended in Canberra over the death of an international student failed by the an international student failed by the systems…the 35-year-old student had lain systems…the 35-year-old student had lain dead, unmissed and unnoticed for seven dead, unmissed and unnoticed for seven months.”months.”
– – TheThe Australian,Australian, 16 March 2005 16 March 2005
RMIT UniversityRMIT University
““RMIT staff member with tumour terminally RMIT staff member with tumour terminally ill” ill”
The AgeThe Age, 16 May 2006, 16 May 2006
““Calls double over RMIT tumour Calls double over RMIT tumour fear” fear” The AgeThe Age, 17 May 2006, 17 May 2006
Threat Identification and Threat Identification and ResponseResponse
EnvironmentalEnvironmental Emergency servicesEmergency services InfrastructureInfrastructure Human resourcesHuman resources ManagementManagement Research and teachingResearch and teaching
Refer circulated documentRefer circulated document
EscalationEscalation CriticalCritical
MajorMajor
ModerateModerate
MinorMinor
InsignificantInsignificant
Severe crisis.
Call out CMR Team
Not visible; no ext.services; no ext. report; SOPs; handle on site
Minor illness/injury; ext.services?; ext.report?; handle on site
Potential to escalate; ext.services; ext.report; notify Team Leader.
Call out CMR Team?
Injuries/fatalities; reputation; ext.services; ext. report. Call out CMR Team
Crisis Response TeamCrisis Response Team Public SpokespersonPublic Spokesperson (and Strategic Adviser)(and Strategic Adviser) Team LeaderTeam Leader Support Group Support Group
CoordinatorCoordinator Human ResourcesHuman Resources
CoordinatorCoordinator Student Services Student Services
CoordinatorCoordinator
Recovery CoordinatorRecovery Coordinator Emergency ServicesEmergency Services CoordinatorCoordinator ICT/Control Room ICT/Control Room
CoordinatorCoordinator Media CoordinatorMedia Coordinator
Human Resources CoordinatorHuman Resources Coordinator
Staff, student and next-of-kin detailsStaff, student and next-of-kin details readily availablereadily available
Communicate with staff/studentsCommunicate with staff/students Establish next-of-kin centre/telephone Establish next-of-kin centre/telephone
responseresponse Establish protocols for notifying NOKEstablish protocols for notifying NOK Ongoing support/welfare/counsellingOngoing support/welfare/counselling
Media CoordinatorMedia Coordinator Message strategyMessage strategy Media releases/statementsMedia releases/statements Media interviews/press conferencesMedia interviews/press conferences Staff/student communicationsStaff/student communications Media monitoringMedia monitoring Media management/holding roomMedia management/holding room Establish media call centreEstablish media call centre Advise Public SpokespersonAdvise Public Spokesperson
Recovery Plan
• Short term operations• Long term recovery goals• Strategy• Documented Plan
Human Resources /Student Services
• Records• Delivering the message• Support for:
StudentsStaffVictimsNext-of-kinVisitorsLocal community
Commercial Issues
• Legal• Insurance• Customers• Record of Incident
Emergency/SecurityProcedures
• Liaison• Resources • Site safety/security
Public Affairs
• Interviews• Media statements/releases• Media management on site• Community relations• Ministerial interface• Police media liaisonControl Room
• Control centre• Communications equipment• Documentation/logs
CRISISMANAGEMENT
Calls/communications flowCalls/communications flowSwitchboard
Normal BusinessMedia
Next of KinStudents
StaffLocal Community
Government
1800 hotlineCrisis Telephone
ResponseTeam
Business Calls
CMR Team
Media Support
Team
HR/NOK
SupportTeam
Stakeholders -Staff
StudentsMediaGovt
Critical success factors Critical success factors Put people firstPut people first Respond and control fast at the siteRespond and control fast at the site Communicate only confirmed information Communicate only confirmed information Update crisis team & stakeholders regularlyUpdate crisis team & stakeholders regularly Focus on recovery from the outset Focus on recovery from the outset Integration of operations, communications & Integration of operations, communications &
strategic oversight/controlstrategic oversight/control Clarity of roles, responsibilities and Clarity of roles, responsibilities and
proceduresprocedures
Critical success factors (cont)...Critical success factors (cont)... Preconfigured facilities and infrastructure Preconfigured facilities and infrastructure
(communications vital)(communications vital) Integration with business continuity, technical Integration with business continuity, technical
disaster recovery, emergency procedures, disaster recovery, emergency procedures, security and other contingency measures security and other contingency measures
Training/testing/audit/review/revisionTraining/testing/audit/review/revision Keep a record of CMR team actions Keep a record of CMR team actions
Issues Management
Issues ManagementIssues Management
Most potential crises are on your desk
Identify issues
Resolve issues & avoid crises
Issues ManagementIssues Management
What were the issues for:What were the issues for:
Monash, Virginia Tech, Northern IllinoisMonash, Virginia Tech, Northern Illinois
Central Queensland UniversityCentral Queensland University
University of CanberraUniversity of Canberra
RMITRMIT
A University CMR programA University CMR program
CO NTINUOUS REVIEW AND TESTING
REHEARSALS
M ANUAL AND CHECKLISTS
RESPONSE ACTIONS
IDENTIFY AND EVALUATE THREAT SIs s u e E sc a la tion
CRISIS TEAM CMR workshop and hypothetical exercise
Corporate CMR manual
prepared
CMR INTRODUCTION
Annual desktop or full-scale exercise
Ross Campbell & Ross Campbell & AssociatesAssociates
CRISIS MANAGEMENTCRISIS MANAGEMENT