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Crisis Communication Plan - fictional

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This is a fictional crisis communication plan I prepared with a partner for one of my graduate classes

This is a fictional crisis communication plan I prepared with a partner for one of my graduate classes


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  • 1. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 1 S&P National Student Bank HQ Crisis Management Plan This document is strictly confidential and should not be copied or read by any other people than the members of The Crisis Management Team Revision Date: 12.02.2009 Copy #1 of 6 Copy #1: President Copy #2: President Copy #3: Public Relations Manager Copy #4: Organizational Relations Manager Copy #5: Legal Advisor Copy #6: Archive
  • 2. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 2 Section I
  • 3. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 3 Introduction S&P National Student Bank is a student-oriented bank located in all of the cities containing universities in the states of Texas, Kansas, Oklahoma, New Mexico and Colorado. S&P National Bank has 68 branches and 187 ATMs. The bank headquarter is situated in 7503 Dallas Street, Houston, TX. The potential for crisis situation dictates a need for crisis planning which is presented in a format that is flexible, provides control over decision-making, and can enable pre-event actions as well as active event responses. The Crisis Management Plan (CMP) is most effective in controlling or minimizing a crisis when preventative actions taken before hand; example, inspections of building security and correction of deficiencies, checking of fire protection pumping systems, inspection/repair of alarm systems, testing of voice announcement systems, planning for environment control of lab animals etc. A quality program of safety and security inspections can help the S&P National Student Bank to avoid or minimize crisis events. The plan has been assembled in a format to enhance its value to the user: A standard workbook format (8.5" x 11) that contains explanations of events in detail and explains the concept and operational aspects of the plan. This format is for general familiarization and is meant to be changed as the security environment changes. In this CMP, you will be able to find the Crisis Management Team and their contact information, the potential crises that we have to be prepared to, stakeholders information, information about the business resumption, and the post-crisis evaluation form.
  • 4. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 4 Mission Statement Our mission is to provide personal financial services of a superior quality to the members/owners; our chief concern being their financial well-being. We desire to be the primary financial institution of our members. We will use automation and technology to support a highly trained group of volunteers and staff. Professional managers will be accountable for the quality of service and will be given sufficient flexibility in implementing policy to ensure that the member perceives the highest degree of excellence in every contact. Professional marketing will provide aggressive programs to sustain and increase growth. We will seek our growth both from new members and by serving the financial needs of present members in a more complete manner. We will not sacrifice quality of present services to seek growth. In order to provide quality member services, the S&P National Student Bank must remain financially sound and secure. Adequate operating controls, capital reserves and liquidity will be maintained at all times. We will be student oriented in our approach to members, but traditional banking philosophies will remain our guiding principle. Among financial institutions, this student bank is a unique organization with deep and abiding human values. Our goal is to maintain those qualities.
  • 5. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 5 Acknowledgment Employee: Employee ID#: I have read and been informed about the content, requirements, and expectations of the Crisis Management Plan for employees at S&P National Student Bank. As an employee of S&P National Student Bank, I understand that some of my work will involve access to information/records that are considered confidential. I have received a copy of the CMP and agree to abide by the guidelines as a condition of my employment and my continuing employment at the company. I understand that if I have questions, at any time, regarding the CMP, I will consult with my immediate supervisor or my Public Relations staff members. I understand the following expectations regarding the training:  My job duties require that I successfully complete Crisis Management Training.  I must attend 100% of the instruction time in order to continue in the job. This means that I must report for each session on time and remain in the training for the entire session. Please read the Crisis Management Plan carefully to ensure that you understand it before signing this document. _______________________________________ _________________________ _______________ Name of Employee Employee’s Signature Date ________________________________________ __________________________ ________________ Name of head of the CMT Head of the CMT Signature Date
  • 6. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 6 Rehearsal Dates Date Signature _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________ _____________________ ______________________________
  • 7. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 7 Section II
  • 8. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 8 Crises Management Team Co-Presidents: Sandra Eblevi and Paola Duarte Public Relations Managers: Alon Hayim Organizational Relations Manager: Sandra Marin Legal Advisor: Oscar Jimenez Leal Incidence Commander: Sandra Eblevi Activation of the plan: All members of this plan have been provided with a mobile device paid by S&P National Student Bank. In a situation of a crisis, the first available member of the CMT will immediately contact the incidence commander, and inform her about the situation. She will be the one to give instructions to the rest of the team.
  • 9. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 9 Contact sheet Executive Team Phone Numbers E-mails Addresses CEO- Sandra Ebevi Cell phone (317) 979-6423 Home: (806) 562-5689 seblevi@spnsbank.com 2500 5th Ave. Houston, Texas CEO- Paola Duarte Cell phone: (806) 316-0340 Home: (806) 651-5873 pduarte@spnsbank.com 2400 4th Ave. Houston, Texas PR- Alon Hayim Cell-phone: (317) 315- 5689 Home: (806) 654-8956 ahayim@spnsbank.com 6400 4th Ave. Houston, Texas OR- Sandra Marin Cell phone: (806) 868-2189 Home: (806) 637-5262 smarin@ spnsbank.com 3600 9th Ave. Houston, Texas Legal- Oscar Jimenez Leal Cell phone: (806) 321-8956 Home: (806) 789-4561 oleal@ spnsbank.com 6300 21th Ave. Houston, Texas For all emergencies which requires police department, fire department or ambulance assistance, call 9-1-1
  • 10. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 10 Section III
  • 11. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 11 Crisis Risk Assessment: Types Of Crises/Emergencies Identified 1. Fire: Fire consists a medium level risk for our company. In case of fire;  Sound the building alarm that will notify the city fire department.  Let the incident manager and the building manager know about the situation.  Keep the windows closed, the doors open and unlocked.  Evacuate the building in accordance with the emergency evacuation plan for the area in which you are located at the time of the alarm. 2. Armed robbery: Armed robbery consists a high level risk for our company. In case of armed robbery;  Employees should never try to defend the customers physically.  Push the hidden button, which will let the city police department know that there’s trouble in the bank, if you believe that it will not risk your life.  Your life is more important than the money we possess. You should never do something to put your or our customers’ lives at risk. 3. Bankruptcy due to economic crisis:  Loans should be offered to customers.  Help should be seeked from the insurance companies to save the bank.  If the insurance companies aren’t able to help, the government should be the second place to go in order to provide supplies to get back in business.
  • 12. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 12 Incident Report Date___________ Time___________ Person in charge _______________________ Place of the incident _______________________ Person(s) involved _______________________________________________ _________________________________________________________________ _________________________________________________________________ Incident details _______________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ Steps taken in time of incident 1. _________________________________________________________________ 2. _________________________________________________________________ 3. _________________________________________________________________ 4. _________________________________________________________________ 5. _________________________________________________________________ Injury reports (Type of injury, treatment) ______________________________________ _______________________________________________________________________ _______________________________________________________________________ Injured’s emergency contact notification ___________________________________ _______________________________________________________________________
  • 13. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 13 Disciplinary (if any) measures taken____________________________________ _________________________________________________________________ _________________________________________________________________ Additional comments: _______________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ Should any legal action be taken? If yes, explain.__________________________ _________________________________________________________________ _________________________________________________________________ Report filed by ______________________ Signature_______________ Supervisor__________________________ Signature_______________
  • 14. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 14 Proprietary information "Proprietary Information" for S&P National Student Bank, means any company proprietary information, technical, data or know-how (research, services, suppliers, customer lists and customers), special banking software, developments and inventions.
  • 15. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 15 Section IV
  • 16. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 16 CMT Strategic Worksheet Type of crisis Message construction Fire Armed Robbery Bankruptcy due to economic crisis Audiences (Supporters) Fire Department Police Department Hospitals Media Community Police Department Media Community Government Insurance companies Message Goals The reason of the fire, the size of the damage, rebuilding plans, care for injured people and families of the victims, prevention strategies, actions taken How the robbers managed to get in the bank, the amount of money lost, situations of the people inside the bank, prevention strategies Reasons the bank got affected by the crisis, attempts for saving the bank, actions taking in order to repair the damage at some point
  • 17. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 17 Stakeholders of S&P National Student Bank Stockholders Employees Customers Media Schools members Community Secondary Contact Sheet Who is responsible for contacting? How? Contact info Stockholders President #1 The president will contact the stockholders by phone and arrange an immediate conference meeting Barclays PLC: 321-759- 0124 State Street Corporation: 646-211-0000 The Vanguard Group: 206-856-3298 Employees President #2 The employees will be contacted by the announcement in Intranet page and e- mail Customers Public Relations Manager There will be news about the crisis put
  • 18. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 18 up on the company website updated immediately, e- mails and SMS will be sent. Media Corporational Relations Manager The Corporational Relations Manager will arrange a press conference immediately announcing the news about the crisis CNN:404-827-1500 Fox News:212-310-4229 Reuters:800-898-4679 Associated Press:774- 213-1199 Houston Chronicle: 713- 747-9975 School Members Corporate Relations Manager The Corporate Relations Manager will contact the director of each university University of Houston:713-344-9701 Texas Southern University: 713-732- 8903 Houston Baptist University: 713-750- 2146 Rice University: 713- 610-0053
  • 19. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 19 University of St.Thomas: 713-380- 1234 Westwood College: 713- 200-7209 Community Media Media will be the medium of contact with the community for the S&P National Student Bank. There will be a special telephone number (713-4CRISIS) specified only for the situation of crisis. At the time of the crisis, all telephones will be directed to that number. There will be a special team gathered only for answering the calls about the crisis. A special customer response book, which includes special talking points about the crisis, will be provided for each member of the team.
  • 20. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 20 Section V
  • 21. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 21 Business Resumption Plan S&P National Student Bank will replace all of the equipment destroyed with the help of the suppliers within the shortest time possible. If there are damages in the building that won’t be available to be recovered within a short time frame, the extra rooms in the additional banking centers will be used as a back up until the facility is recovered. Our employees, who agreed to travel in their job applications, will be replaced to our offices located in another city. Our first concern will be keeping our employees as closest as possible to their homes. If they can’t be replaced in a suitable office, they will keep being paid as usual. Our company will try to replace the laptops destroyed in the accident as soon as possible. Crisis Control Center On-Site: The Crisis Management Team will be gathering in Meeting Room #3, which provides general office supplies, internet connection, all-in-one printer, projection equipment, 6 phone lines, coffee supplies and snacks. Off-Site: The Crisis Management Team will be gathered in the additional office situated in 4705 Capitol Street, Houston, TX. The office has the same supplies as Meeting Room #3 in the HQ.
  • 22. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 22 POST CRISIS EVALUATION: (To be completed by the Administrative Coordinator) Date Evaluation Completed:_____________________ Site of Crisis:______________________ Date of Crisis Onset:_________________ Date of Crisis End:___________________________ Nature of Crisis:________________________________________________________________ What caused the crisis?___________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ What could have been done to prevent the crisis? ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Form Completed By _____________________________________________________________ (name) (title)
  • 23. CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 23 Crisis Management Response Members (List Names) : Incident Reporting Individual______________________________________________________ Crisis Manager ________________________________________________________________ Public Relations Manager_________________________________________________________ Organizational Relations Manager__________________________________________________ Legal Advisor ________________________________________________________________ Others ____________________________________________________________________ What were the strengths of the CMT? ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ What were the challenges faced by the CMT?_________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Future concerns or modifications for the CMT:________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Comments_____________________________________________________________________ ______________________________________________________________________________