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Campus Crisis Management

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  • 1. Campus Crisis Management Is the awareness, planning and infrastructure of University IT departments up to the challenge? Communities have a firm expectation that Universities .., will respond professionally and caringly to Crisis situations Five killed in Illinois university mass shooting By Tom Leonard in New York and Bonnie Malkin 1
  • 2. Map of Presentation What is a Crisis? Run Through – a typical evolution of a crisis How did we go? Where to from here? - Crisis Management Team - Communications - Crisis Management Plan Review Recovery Learning's What is a Crisis? DR planning, business continuity planning and sustainability are all important …… There is no commonly or widely accepted definition of the word “crisis” “An unplanned, unmitigated disaster” A Crisis may be; A chemical or biological leak A controversial media statement A business continuity interruption Accidents or criminal behaviour Extreme weather or environmental conditions 2
  • 3. Lets Run Through a typical evolution of a crisis* A Hostage Situation on Campus Run Through A Gun shots evolution of been Campus Hostage Situation on heard typical have a crisis Media onsite Police Armed response* 1st calls team dispatched CMT Police Armed to “000” being called First live response Local Police team onsite pictures en route Local Police received at Arrive onsite broadcaster Radio news flashes 00:00 1 Minute 2 Min 4 Min 8 Min 16 Minutes 32 Minutes Incident Occurs Campus Security Videos Police called sent from command Fire and students centre set mobiles Rescue News Helicopter Campus up onsite tenders warming up turbine Security onsite CMT still forming, at scene Lights turned on and trying to Motorcycle Journalists in CMT venue ascertain scope on route and details 3
  • 4. Run Through A typical evolution of a crisis Police exclusion The Universities Parents of zones set up on web administrator international students campus is on leave calling switchboard Media now seeking Still great difficulty statements in getting a Mobile GSM Media getting statement on the services statements from jammed unauthorized main University individuals web site 32 Minutes 1 hour 2 hour CMT team Switch board member out jammed with CMT team is Threat now on campus, incoming calls, finally recognized resolved by gets moved-on operators still have by Police Police. by police no formal statement. Police seek peerage information of the offender - unsuccessful. So how did we go? Maybe some room for improvement* Incident Containment Media Control & Diverse Communications Recovery – to normal business activities 4
  • 5. Where to from here? The University Community and it’s extended sphere of contact “The Incident” Emergency Crisis Management Team Services Where to from here? 1. Define a Crisis Management Team – “CMT” 2. Design practical Communications solutions for the CMT – that can operate in a variety of crisis situations. 3. Develop and communicate a Crisis Management Plan. 5
  • 6. 1. Define a Crisis Management Team Roles Purpose and Tasks Responsibilities Suitable Venue and support systems Mobility Be prepared to relocate 2. A Crisis Management Plan 1. Incident management Objectives Incident action plan* data 1. Student 2. Assigned support org units 3. 2. Staff data Incident MAP Crisis protocols - hurricanes, student deaths, catastrophic failure of IT 4. Assignment List 3. Pay etc 5. Radio Communications plan Accessibility of Key data* 6. Traffic control plan 7. Medical & Counselling Plan 6
  • 7. Plans do work! UQ IT helpdesk and switchboard operators were moved to a DR centre - in half a day 3. Communications for the CMT A. Interface between Emergency Services and key University stakeholders. B. Correct interpretation of information to hand. C. Systems for pre defined dissemination of information. D. Resilient Telephone Systems. 7
  • 8. Systems for mass dissemination of information Pre recorded announcements for the Campus Security phone lines* Pushing of announcements to campus building Fire Evacuation - PA systems* Digital Signage technology* Phone system – “Page all stations” Mass communication systems (“StarNet”)* - Emails Digital Signage - SMS - Phone calls Resilient Telephone Systems South Building North Building Crisis system Mobile Phones: Have SIMS from alternate carriers Enterprise System Several hand held Radios, linked to the CampusTelco Telco Tie Line Security radio system – on their own frequency Crisis Management Venue Campus Security Switch Board 8
  • 9. Review Containment & Media Control Recovery Police exclusion The Universities Parents of zones set up on web administrator international students campus is on leave calling switchboard Media now seeking Still great difficulty statements in getting a Mobile GSM Media getting statement on the services statements from jammed unauthorized main University individuals web site 32 Minutes 1 hour 2 hour CMT team Switch board member out jammed with CMT team is Threat now on campus, incoming calls, finally recognized resolved by gets moved-on operators still have by Police Police. by police no formal statement. Police seek peerage information of the offender - unsuccessful. Recovery This is the “mopping-up” immediately after the incident Restoration of Order Psychological First Aid, Counseling Restoration of Support Systems More detailed media communications Restoration of Business Activities 9
  • 10. Learning's Learning Planning PP - RR Recovery Prevention Response Acknowledgement: Campus Crisis Management; Eugene L. Zdziarski II, Norbert W. Dunkel, J. Michael Rollo. Maintaining a Crisis management Focus A crisis management plan is a proactive plan – not a static plan Campus Crisis Management: A Comprehensive Guide to Planning, Prevention, Response, and Recovery. Hardcover: 356 pp. ~ $45.00 Aus ISBN: 0-7879-7874-4. 10
  • 11. Questions 11