Testing your Crisis Management Plan

Regional Security Director – Simon Francis

National Business Manager, Education - Sandra Makris

Australasian Universities Risk and Insurance Management Society

Why have a crisis management plan?

2

3

FIRST RESPONSE PROTOCOLThe first hour of a crisis

Roles & Responsibilities Confirm respective roles and responsibilitiesFacts What do you know? Fight for informationAssumptions What do you believe has occurred or contributed to the situation?

Scenarios Worst case and most likely. (Consider individually and don’t discount anything)

Priorities Establish your priorities including information requirements and immediate tasking

Response Options Consider the range of options available. What needs to be done now and what can wait?

Your Objective(s) Set your objectives (i.e. what indicators must we achieve to solve the problem and return to normal business)

Stakeholders Identify the range of stakeholders and prioritise according to the interest/influence they have

Key Messages Establish the messages which must be conveyed to stakeholdersReview Review at 5 to the hour

Stakeholders / Structure

Corporate CMT• CEO• COO• CFO• HR• Security CSO• Legal• Communications/PR

University CMT• VC / DVC• CFO• COO• Director of International• Dean / Provost• Insurance / Risk Manager• Legal• PR/Marcom• Security

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2nd Level CMT / IMT

O/S Operation Co.s/Unit• Country Head / Team• Project Manager / Team• Insurer• Assistance Company

Abroad Operations• Host Universities• Funding Organisation• Lead Academic• Insurer • Home University • Assistance Company

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Page 6

Incident notification process

Del

egati

on

of

auth

ori

ty a

nd

acti

on

Flo

w o

f in

form

atio

n

Crisis Management TeamCMT

Incident Management TeamIMT

Local Incident Response TeamIRT

Page 7

Testing your CMP

Two post graduate students were employed by a small mining company in West Africa to conduct research. The university academic who arranged the trip did not notify university management.

Incident Classification & Escalation

8

Local Incident Manager assesses the incident

CMT Coordinator agrees that the event is a

CRISIS

Incident Management Team Leader informs the CMT

Coordinator

Incident Management Coordinator agrees that the

event is at minimumUNCONTAINED

Local Incident Manager informs the Incident Management

Coordinator

CONTAINED

UNCONTAINED?

Incident occurs

Local Incident Managercontinues to run the incident response, no additional support

required

LEVEL 1 - CONTAINEDOwnership: Local Incident Management Team (IMT)

LEVEL 2 - UNCONTAINEDOwnership: Incident Management Team (IMT)

LEVEL 3 - CRISISOwnership: Crisis Management Team (CMT)

UNCONTAINED

CRISIS

CRISIS

CoordinatorConvene the IMT and inform the Coordinator as soon as possible.

IMT will take responsibility for managing the response to the incident

CMT CoordinatorConvene the SCA CMT

SCA CMT will take responsibility for managing the response to the crisis

ESCALATION POINT

ESCALATION POINT

YES

YES

NO

Page 9

Testing your CMP

A university student went on exchange to Japan. The student did not declare his mental health condition to the university. While he was there his medication was modified, resulting in an episode which landed him in an institution.

Page 10

Incident identification / Classification

IMPACT AREAS

CONSEQUENCE

UNIVERSITY

INCIDENT

LEVEL

LEVEL 1 LEVEL 2 LEVEL 3

(P)

Harm to

PEOPLE

■ Single or multiple minor injuries/illness

treated on-site or referred for local off-

site medical examination

■ Static Event

■ Single or multiple permanent injuries requiring

immediate medical treatment off – and

■ Dynamic Event

■ Injury causing total disability, single or

multiple fatalities

■

IMT DCMT CMT IMT DCMT CMT IMT DCMT CMT

Element may

be activated

Advise via

routine

reporting

Advise via

routine

reporting

Activated Element of or

all may be

activated

Advised Activated Activated Activated

(E)

Harm to the

ENVIRONMENT

■ Minor environmental incident contained

within UNI property or lease boundary

■ Major environmental incident contained within

UNI property or lease boundary that requires

■ Major environmental incident not

contained within UNI property or lease

IMT DCMT CMT IMT DCMT CMT IMT DCMT CMT

(A)

ASSET damage

■ Minor damage, up to US$1M

■ Loss of key site or offices for short

period of time (less than a day)

■ Significant damage US$1M to US$20M

■ Loss of key site or offices for an extended

period of time (more than a day)

■ Major damage up to US$100M

■ Destruction of key site or offices

IMT DCMT CMT IMT DCMT CMT IMT DCMT CMT

(B)

Loss in

BUSINESS

continuity

■ Slight disruption to operation – less than

one shift

■ Minor customer issue

■ Potential for disruption of operations for more

than three or more shifts

■ Loss of key UNI executives (eg. sudden de

■ Loss of operation for more than one

week or potential protracted delays

■ Major customer issue

IMT DCMT CMT IMT DCMT CMT IMT DCMT CMT

Element may

be activated

Advise via

routine

reporting

Advise via

routine

reporting

Activated Element or all

may be

activated

Advised Activated Activated Element or all may

be activated

(R)

Damage to

REPUTATION

■ Local public awareness and possible

concern

■

■ Regional public concern

■ Regional media interest/activity

■ requirements

■ Negative national or international media

interest/activity

DCMT CMT DCMT CMT DCMT CMT

Activated Element may be Activated Element may be activated Activated Activated

Page 11

Testing your CMP

Two female students in Tanzania were withdrawing money from an ATM. They took a taxi and the driver proceeded to take them to a back street where they were driven to a remote location robbed and left there.

• Internal & External

• In a crisis, an organisation is judged to a significant degree on how it communicates in a crisis, rather than the actual cause of the crisis. Through effective communications, it is possible to emerge from a crisis stronger and with a clearer and more positive profile than before, but only if the organisation is seen to retain control over the situation under challenging conditions and within an effective timeframe.

• Effective communication increases confidence and can even strengthen the organisation’s image.

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Crisis Communications

Page 13

Testing your CMP

A 68 year old academic was lecturing in the United States and Europe. After a couple of weeks he suffered a stroke in the US and further tests showed he required immediate open heart surgery.

Page 14

Post Crisis Actions

Serial Procedure

1 Securing all team records and the log book

2 Listing the lessons learnt

3 Assessing how the IMT would have responded if the incident had escalated further

4 Deciding on changes and/or improvements to the crisis management procedures

5 Updating the Incident Management Plan accordingly

6 Ensuring that insurance coverage is appropriate

7 Communicating to all relevant stakeholders any changes to the way the University intends to prevent a recurrence

8 If appropriate, inviting the media back to show them what has been done

9 Providing any specific continuation training identified as necessary

Page 15

Medical Care

8306

2148 2053

265 49

17442

3823

4161

396 55

0

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20,000

30,000

40,000

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1 Excellent 2 Good 3 Variable 4 Limited 5 Poor

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rox

Day

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Medical CareUnique Travellers Female Travellers Unique Trips # Days Exposed

VariableQuality care available in major cities. Elsewhere standard is significantly lower.

LimitedSimple health problems can be managed but specialist care limited. Serious conditions may require international evacuation.

PoorBasic medical care is lacking. Moderate and serious medical conditions may require international evacuation.

Page 16

10266

2434

39 82

20970

4730

62 115

0

5000

10000

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20000

25000

1 Few implications 2 Social Consequences 3 Physical Consquences 4 Legal Consequences

Trav

ller

Num

bers

Cultural IssuesSum of Unique Travellers Female Travellers Unique Trips

Cultural Issues

Few implications

Lack of cultural awareness unlikely to cause major offence.

Social implications

Lack of cultural awareness may inhibit social and business interaction.

Physical consequencesLack of cultural awareness may provoke violent reaction causing physical harm.

Legal consequences

Non-adherence to cultural etiquette may be punishable.

16017

6951

2909

7570

3786

14650

2000

4000

6000

8000

10000

12000

14000

16000

18000

1 Low risk 2 Medium risk 3 High risk

Trav

ller

Num

bers

Disease RiskUnique Trips Unique Travellers

Disease risk

Low risk

Low risk of contracting infectious diseases.

Medium riskMedium risk of contracting infectious diseases. Preventive measures may be recommended.

High risk High risk of contracting serious infectious diseases. Preventive measures are recommended

17936

6399

1542

8641

3344

8360

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000

1 Safe 2 Water unsafe. Care with food. 3 Unsafe

Trav

ller

Num

bers

Food and WaterUnique Trips Unique Travellers

Food and Water

SafeTap water safe to drink. Low risk from food.

UnsafeTap water unsafe to drink. Food in good quality restaurants and hotels usually safe.

UnsafeTap water unsafe to drink. High risk of contaminated food and travellers' diarrhoea.

17958

2638

5146

135

8797

1275

2671780

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000

1 None 2 Limited risk 3 Some areas 4 Whole country

Trav

ller

Num

bers

MalariaUnique Trips Unique Travellers

Malaria

Limited risk Low activity, confined to certain areas. Prevent mosquito bites.

Some areasRisk in some areas. Check if there is malaria at your destination(s). Prevent mosquito bites. Seek advice about preventive medication.

Whole countryRisk in all areas. Prevent mosquito bites. Seek advice about preventive medication.

None

3093

4181

5273

274

5430

102559749

443

0

5000

10000

15000

20000

25000

30000

35000

0

2000

4000

6000

8000

10000

12000

1 Disruption rare 2 Seasonal disruption

3 Occasional disruption

4 Frequent disruption

App

rox

Day

s Ex

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Num

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Natural HazardsUnique Travellers Unique Trips # Days Exposed

Natural Hazards

Disruption rare

Weather and natural hazards rarely affect travel.

Seasonal DisruptionSeasonal weather conditions may affect travel.

Occasional disruptionWeather conditions and natural hazards can cause major travel disruption.

Frequent DisruptionWeather conditions and natural hazards often cause major travel disruption.

4134

7168

768 69057

8068

15051

1344 1320

87 7 0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

0

2000

4000

6000

8000

10000

12000

14000

16000

1 Safe 2 Generally safe 3 Some danger 4 Some danger / Kidnap risk

5 Dangerous in parts 6 Dangerous everywhere

App

rox

Day

s Ex

posu

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Trav

ller

Num

bers

Personal SafetyUnique Travellers Female Travellers Unique Trips # Days Exposed

Personal Safety

Safe

Robbery and violent crime rare.

Generally safe

Some petty crime in urban areas, especially at night.

Some danger

Petty crime and occasional violent crime can occur throughout the country.

Some danger / Kidnap riskPetty crime and occasional violent crime, including kidnapping, can occur throughout the country.

Dangerous in partsViolent crime common in much of the country, with a few exceptions.

Dangerous everywhereViolent crime common throughout country, posing serious threat to life.

575

5157

3102

3987

966

88458455

7611

0

5000

10000

15000

20000

25000

30000

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

10000

1 None 2 Bats only 3 Risk 4 High Risk

App

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Day

s Ex

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Trav

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Num

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RabiesUnique Travellers Female Travellers Unique Trips # Days Exposed

Rabies

None Bats onlyOnly from bat bites or scratches.

Risk If scratched or bitten by an animal, seek medical advice.

High riskConsider vaccination before travel. If scratched or bitten by an animal, seek medical advice.

21538

1960

42

2337

10442

101129 13390

5000

10000

15000

20000

25000

1 Terrorism rare 2 Some terrorism 3 Terrorism common 4 Terrorism threat varies

Trav

ller

Num

bers

TerrorismUnique Trips Unique Travellers

Terrorism

Terrorism rare

Terrorist attacks are rare

Some terrorism

Terrorist attacks occur sporadically

Terrorism common

frequent attacks; incidental risk to foreign personnel Terrorism common

Frequent attacks; direct risk to foreign personnel

Terrorism threat varies

Attacks more frequent in some areas than others

19449

413

5539

418 58

9449

238 2840 247470

5000

10000

15000

20000

25000

1 Reliable 2 Less reliable 3 Variable reliability

4 Limited 5 Very limited

Trav

ller

Num

bers

TransportUnique Trips Unique Travellers

Transport

Reliable

Transport system is safe and reliable.

Less reliable

Transport system is generally safe but prone to periodic disruption.

Variable reliability

Some types of transport are reliable, others not.

Limited

Few transport options. Some are unsafe.

Very limited

Travel is dangerous; seek advice and prearrange transport.

12113

337 47 0 324

24564

575 76 0 662

73692

1725 228 0 1986 0

10000

20000

30000

40000

50000

60000

70000

80000

0

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15000

20000

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30000

1 Stable 2 Volatile 3 Unstable 4 Lawless 5 Risk of unrest varies

App

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Day

s Ex

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Unrest / ConflictUnique Travellers Female Travellers Unique Trips # Days Exposed

Unrest / Conflict

Stableoccasional peaceful rallies / demonstrations.Stable

Rallies / demonstrations occasionally become violent.

Volatile

Rallies / demonstrations often become violent.

Unstableoccasional violent unrest. areas of lawlessness. UnstableFrequent violent unrest. Areas of lawlessness.

Lawless

Weak or absent government. Little or no policing. Violence common.

Risk of unrest varies

Some areas experience more unrest/ conflict than others

Vaccinations

5226

3791 3558

237 9

11678

6732 7042

41510

0

5000

10000

15000

20000

25000

30000

35000

40000

0

2000

4000

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8000

10000

12000

14000

1 Routine only 2 Routine and specific

3 May be required 4 Often required 5 Required

Ap

pro

x D

ays

Expo

sure

Trav

elle

r N

um

bers

VaccinationsUnique Travellers Female Travellers Unique Trips # Days Exposed

Routine onlyEnsure all routine vaccinations Are up-to-date.

Routine and specificEnsure all routine vaccinations are up-to-date. Specific vaccinations may be recommended before travel.

May be required Ensure all routine vaccinations are up-to-date. Other specific vaccinations may be recommended. Yellow fever vaccination may be required.

Often required Ensure all routine vaccinations are up-to-date. Other specific vaccinations may be recommended. Yellow fever vaccination may be required for entry from certain countries and/or for onward travel.

Required

Yellow fever vaccination is required for entry. Other vaccinations are recommended. Ensure all routine vaccinations are up-to-date.

Traveller carrying large amount of cash

I got followed by three men

and felt threatened Seizures

Students travel to India

Painful urination

Assaulted and robbed

Travelling to Uganda, Southern Sudan and Congo

Infected mosquito biteTravelling to Rwanda and Congo

Express kidnapping and held hostage

Staff travel to PNG

Fall in bath – cut head, sick and dizzyMotorbike accident - severe injuries

Staff travel to Pakistan

Body ache and fever

28

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