Organizational Crisis Management: The Human Factor
Floods, hurricanes, power outages, layoffs, violence, litigation, earthquakes, fires, hacking, sick building syndrome, strikes, terrorism. work crises come in all shapes and sizes.
This presentation will focus on pre-incident plans and policies as well as post-incident services and strategies to help mitigate the impact on personnel. In addition, the Human Impact Assessment Tool (HIAT) developed by the presenter will be described.
In addition, a portion of the presentation will be devoted to the development of the contingency planning profession.
Organizational Crisis Management Gerald Lewis, Ph.D. Gerald Lewis, Ph.D. & Assoc., P.C. 1290 Worcester Road, Framingham, MA 01702 508.872.6228 www.geraldlewis.com Crises come in all shapes and sizes… to all shapes and sizes of work organizations
BCP: The Next Generation “ What do we want to be when we grow up?”
Crisis Management = Cultural Management “ Human beings, who are almost unique in having the ability to learn from the experiences of others, are also remarkable for their apparent disinclination to do so!” Douglas Adams Author of “The Hitchhiker’s Guide to the Galaxy
• Evacuation congestion • Infrastructure damage • Civil disorder • Fires • Overwhelmed medical services • Overwhelmed transport system • Thousands of people isolated for days without water, food or medical care • Communication failures • Inequity (racism and excessive suffering by the poor) From Todd Litman Victoria Transportation Policy Institute Hurricane Katrina, San Francisco, 1906 If the past is prelude… Why aren’t we paying attention !
Pioneers Most of us have journeyed great (occupational) distances to find ourselves in our current position.
Many felt a sense of adventure…
Some felt they were “volunteered”…
Prophets & Messengers
Others felt they were thrown under the bus
right after you needed it!! “ On the Job Training” (OJT) is getting the experience you need…
It may be argued…Religions It wasn’t smoke-stacked… Emergency Management Business Continuity COOP Risk Mgt. Security Involved… Planning Preparedness Prevention Mitigation Response/recovery Had buy-in from all within the Community… Included a Prevention and Mitigation plan for those who did not buy in… “H.M”
Since then… The blind men and the elephant… IT/DR Emer. Mgt BCP COOP Risk Mgt. Security each with their own view of “reality” Contingency Resiliency
What is the strategic plan… “Industry,” “Trade” vs. “Profession”
the people or companies engaged in a particular kind of commercial enterprise;
any grouping of businesses that share a common method of generating profits, such as the "movie industry", the "automobile industry.”
An occupation, especially one requiring skilled labor: the building trades, including carpentry, masonry, plumbing, and electrical installation
Subjective estimation of the likelihood of an event occurring (0-100%).
S. Fink, Crisis Management: Planning for the Inevitable . IUniversity, 1986, 2002
Crisis Plotting Grid 10 9 8 7 6 5 4 3 2 1 0 10 20 30 40 50 60 70 80 90 100% PFS CIV Hi impact/ Hi probability High Impact/ Low probability Low impact/ Hi probability Low impact/ Low probability S. Fink, Crisis Management: Planning for the Inevitable . IUniversity, 1986, 2002 X Hurricane in Florida X strike Hi prob Hi Impact Hi prob Low impact Lo prob Lo impact Lo prob Hi impact X law suit
Security Safety, comfort, freedom from threatening events Belonging Friendship, affiliation, interaction Membership in a group Esteem Feeling valued, appreciated, respected by self and others Fulfillment by maximizing skills and potential. Continuation to grow Maslow’s Hierarchy of Needs 10% Self Actualization Physiological Food, shelter, clothing, relief from pain
Physiological Rescue, recovery, food, shelter, walls, windows, HVAC, Security IT, Security, Policies, etc. Belonging Inter/intra departmental interaction & understanding Esteem Employees feeling valued/cared for by the organization. They contribute… Maslow’s Hierarchy of Needs For ORP Self Actualization HT Responsive Leadership
When planning… Survival SURVIVAL Physiological 1-5 days SUPPORT Safety/security Support 2-3 wks ADJUSTMENT Belonging Adjustment 3-8 mos RESOLUTION Esteem 1 yr. Resolution 2+ yrs RE (dis) COVERY Self actualization Re(dis)covery Event
Guaranteed “Breaks”… The Three “Cs” C ommand structure C ommunication C ooperation
What to do? Know your demographics, “culture” and purpose
Designation of “SAFE-T” team .
Fund it with time, money and resources
Sharing : Distribute resiliency plans…
Sensors : Utilize focus groups for employee input
Tabletop drills… over extended phases
Mitigation = Education, Information & Communication
Provide up-to-date information : 800 #, FAQ website, emails, webinars, brochures, wallet cards, con-calls, video presentations, health fairs, lunchinars… on-going
Guidelines and expectations of each role/category of employee
S ecurity Assessment A dministrative Preparedness F acilities and facilitation of Resources E mployee Services T ime and training “ SAFE-T TREE:” “ Developing the Infrastructure