Crisis management and recovery


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  • Crisis management and recovery

    1. 1. AURIMS 2008 CRISIS MANAGEMENT AND RECOVERY Bob Burnet Ross Campbell & Associates
    2. 2. BCP/Risk Mgt/Crisis Mgt <ul><li>BCP – business impact analysis (prevention?) recovery </li></ul><ul><li>CRISIS MGT – managing the unplanned critical incident and recovery </li></ul>
    3. 3. Agenda <ul><li>Definition of a crisis </li></ul><ul><li>Recent incidents </li></ul><ul><li>Components of a CMR plan </li></ul><ul><li>Factors for success </li></ul><ul><li>A University CMR program </li></ul><ul><li>Questions and discussion </li></ul>
    4. 4. Crisis definition <ul><li>A critical event or series of events that seriously threatens the University’s people, operations, assets, environment, or long-term prospects and reputation </li></ul>
    5. 5. Monash shootings factors October 2002 <ul><li>Two killed, five taken to hospital </li></ul><ul><li>Campus community shocked and distressed – huge counselling required </li></ul><ul><li>Security confusion about actual location of shooting </li></ul>
    6. 6. Monash shootings factors October 2002 (contd) <ul><li>Mobile telephone network collapse </li></ul><ul><li>News media arrived within minutes </li></ul><ul><li>Issues regarding evacuation </li></ul><ul><li>Potential impact on local and international student market </li></ul>
    7. 7. Monash learnings <ul><li>Prior training essential </li></ul><ul><li>Team Leader and Public Spokesperson cannot be performed as one role in a large organisation </li></ul><ul><li>Issue internal and external communications early </li></ul>
    8. 8. Monash learnings (contd) <ul><li>Do not rely on mobile telephones </li></ul><ul><li>CMR team members need to be easily identified </li></ul><ul><li>Ensure all university communications emanate from the Control Centre (Public Spokesperson or Media Coordinator) </li></ul>
    9. 9. <ul><li>UNEXPECTED </li></ul><ul><li>UNPLANNED </li></ul><ul><li>UNUSUAL </li></ul><ul><li>UNBELIEVABLE </li></ul>VIRGINIA TECH – 32 DEAD, 25 INJURED
    10. 10. “ Details page” – 16/4/07 late afternoon
    11. 11. Virginia Tech <ul><li>Integrate comprehensive emergency management plan across organisation </li></ul><ul><li>Institute regular practice of emergency management response </li></ul><ul><li>Develop a clear communication plan and tools to communicate rapidly </li></ul><ul><li>Provide immediate and long term mental health support </li></ul><ul><li>learn from experience </li></ul>
    12. 12. NORTHERN ILLINOIS UNIVERSITY 14.2.08 <ul><li>“ The first warnings to students were issued at 3.20 pm, about 20 minutes after the incident erupted.” </li></ul><ul><li>“ Students can go to any residence hall for counselling ” </li></ul><ul><li>Local Illinois press 15 February 2008 </li></ul>
    13. 13. Shooting Test Case <ul><ul><li>Monash 2008 </li></ul></ul>
    14. 14. Central Queensland University <ul><li>“ Canberra failing to regulate rogue colleges </li></ul><ul><li>More than 60 overseas students went on hunger strike yesterday…..after being examined on material they were not taught. It is the second time in a year that international students have protested about their treatment at the Lonsdale Street “shopfront” campus of Central Queensland University.” </li></ul><ul><li>- The Age, 15 March 2007 </li></ul>
    15. 15. Central Queensland University <ul><li>“ Uni put on notice </li></ul><ul><li>The Melbourne campus of a Queensland university has been given three months…..after a State Government audit found its curriculum development and assessment are inadequate.” </li></ul><ul><li>The Age – 24 August 2007 </li></ul>
    16. 16. University of Canberra <ul><li>“ A sense of shame and secrecy has descended in Canberra over the death of an international student failed by the systems…the 35-year-old student had lain dead, unmissed and unnoticed for seven months.” </li></ul><ul><li> – The Australian, 16 March 2005 </li></ul>
    17. 17. RMIT University <ul><li>“ RMIT staff member with tumour terminally ill” </li></ul><ul><li>The Age , 16 May 2006 </li></ul><ul><li>“ Calls double over RMIT tumour fear” </li></ul><ul><li>The Age , 17 May 2006 </li></ul>
    18. 18. Threat Identification and Response <ul><li>Environmental </li></ul><ul><li>Emergency services </li></ul><ul><li>Infrastructure </li></ul><ul><li>Human resources </li></ul><ul><li>Management </li></ul><ul><li>Research and teaching </li></ul><ul><li>Refer circulated document </li></ul>
    19. 19. Escalation <ul><li>Critical </li></ul><ul><li>Major </li></ul><ul><li>Moderate </li></ul><ul><li>Minor </li></ul><ul><li>Insignificant </li></ul>Severe crisis. Call out CMR Team Not visible; no; no ext. report; SOPs; handle on site Minor illness/injury;;; handle on site Potential to escalate;;; notify Team Leader. Call out CMR Team? Injuries/fatalities; reputation;; ext. report. Call out CMR Team
    20. 20. Crisis Response Team <ul><li>Public Spokesperson </li></ul><ul><li>(and Strategic Adviser) </li></ul><ul><li>Team Leader </li></ul><ul><li>Support Group Coordinator </li></ul><ul><li>Human Resources Coordinator </li></ul><ul><li>Student Services Coordinator </li></ul><ul><li>Recovery Coordinator </li></ul><ul><li>Emergency Services </li></ul><ul><li>Coordinator </li></ul><ul><li>ICT/Control Room Coordinator </li></ul><ul><li>Media Coordinator </li></ul>
    21. 21. Human Resources Coordinator <ul><li>Staff, student and next-of-kin details readily available </li></ul><ul><li>Communicate with staff/students </li></ul><ul><li>Establish next-of-kin centre/telephone response </li></ul><ul><li>Establish protocols for notifying NOK </li></ul><ul><li>Ongoing support/welfare/counselling </li></ul>
    22. 22. Media Coordinator <ul><li>Message strategy </li></ul><ul><li>Media releases/statements </li></ul><ul><li>Media interviews/press conferences </li></ul><ul><li>Staff/student communications </li></ul><ul><li>Media monitoring </li></ul><ul><li>Media management/holding room </li></ul><ul><li>Establish media call centre </li></ul><ul><li>Advise Public Spokesperson </li></ul>
    23. 23. <ul><li>Recovery Plan </li></ul><ul><li>Short term operations </li></ul><ul><li>Long term recovery goals </li></ul><ul><li>Strategy </li></ul><ul><li>Documented Plan </li></ul><ul><li>Human Resources / </li></ul><ul><li>Student Services </li></ul><ul><li>Records </li></ul><ul><li>Delivering the message </li></ul><ul><li>Support for: </li></ul><ul><li>Students </li></ul><ul><li>Staff </li></ul><ul><li>Victims </li></ul><ul><li>Next-of-kin </li></ul><ul><li>Visitors </li></ul><ul><li>Local community </li></ul><ul><li>Commercial Issues </li></ul><ul><li>Legal </li></ul><ul><li>Insurance </li></ul><ul><li>Customers </li></ul><ul><li>Record of Incident </li></ul><ul><li>Emergency/Security </li></ul><ul><li>Procedures </li></ul><ul><li>Liaison </li></ul><ul><li>Resources </li></ul><ul><li>Site safety/security </li></ul><ul><li>Public Affairs </li></ul><ul><li>Interviews </li></ul><ul><li>Media statements/releases </li></ul><ul><li>Media management on site </li></ul><ul><li>Community relations </li></ul><ul><li>Ministerial interface </li></ul><ul><li>Police media liaison </li></ul><ul><li>Control Room </li></ul><ul><li>Control centre </li></ul><ul><li>Communications equipment </li></ul><ul><li>Documentation/logs </li></ul>CRISIS MANAGEMENT
    24. 24. Calls/communications flow Switchboard Normal Business Media Next of Kin Students Staff Local Community Government 1800 hotline Crisis Telephone Response Team Business Calls CMR Team Media Support Team HR/ NOK Support Team Stakeholders - Staff Students Media Govt
    25. 25. Critical success factors <ul><ul><li>Put people first </li></ul></ul><ul><ul><li>Respond and control fast at the site </li></ul></ul><ul><ul><li>Communicate only confirmed information </li></ul></ul><ul><ul><li>Update crisis team & stakeholders regularly </li></ul></ul><ul><ul><li>Focus on recovery from the outset </li></ul></ul><ul><ul><li>Integration of operations, communications & strategic oversight/control </li></ul></ul><ul><ul><li>Clarity of roles, responsibilities and procedures </li></ul></ul>
    26. 26. Critical success factors (cont)... <ul><ul><li>Preconfigured facilities and infrastructure (communications vital) </li></ul></ul><ul><ul><li>Integration with business continuity, technical disaster recovery, emergency procedures, security and other contingency measures </li></ul></ul><ul><ul><li>Training/testing/audit/review/revision </li></ul></ul><ul><ul><li>Keep a record of CMR team actions </li></ul></ul>
    27. 27. Issues Management
    28. 28. Issues Management Most potential crises are on your desk Identify issues Resolve issues & avoid crises
    29. 29. Issues Management <ul><li>What were the issues for: </li></ul><ul><li>Monash, Virginia Tech, Northern Illinois </li></ul><ul><li>Central Queensland University </li></ul><ul><li>University of Canberra </li></ul><ul><li>RMIT </li></ul>
    30. 30. A University CMR program CMR workshop and hypothetical exercise Corporate CMR manual prepared CMR INTRODUCTION Annual desktop or full-scale exercise
    31. 31. Ross Campbell & Associates CRISIS MANAGEMENT