This document outlines 10 qualities of highly effective incident management systems. These qualities include instant communication through mobile devices, a digital paper trail for documentation, automated alerts and notifications, managing standardized protocols, permission-based access to information, an associated persons database, robust reporting and analysis features, easy training for staff, an intuitive user interface, and scalability to adapt to growing needs over time. The overall goal is to create order and consistency during unplanned incidents to improve communication, guest experience, and liability protection.

1. 1 0 Q U A L I T I E S
o f
HIGHLY-EFFECTIVE
I N C I D E N T M A N A G E M E N T S Y S T E M S

2. SAFE
Keeping guests
is a fundamental
part of your job.

3. a system that affords
your guests
protection from
hazards that occur at
your property.
It’s your job
develop
facilitate&
to

4. How you
ORGANIZEyour operation affects
everyone in the long run.

5. accomplish
So, how do you
this?

6. connecting
Y O U S T A R T
identifying
&
W I T H Y O U R G U E S T S .

7. After all, what matters most is
your ability to provide your guests with a
remarkable
experience.

8. We believe that an
incident
management
system (IMS)
is the backbone to
achieve this.

9. So how does an
IMScreate order?

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11. Incidents are unplanned and as such can cause
disruption, chaos and confusion, so an
effective imsmust focus on communication,
automation, and flexibility.

12. CHOOSING A
NEW SYSTEM?Start fresh and use this presentation as guidance to ensure the system
you choose provides you with all the following qualities.

13. 1
Instant Communication

14. It is imperative that your IMS can enter
details and the status of an incident via
Look for a system that allows incident reporting and
status to be communicated in many different ways from
many different places.
or
T E X T H A N D - H E L D
M O B I L E D E V I C E

15. 2
Digital Paper Trail

16. Eliminating pen and paper from your
documentation process is vital. All of
your communication, incident details,
and related documents are accessible at
any time. This ability is crucial to
mitigate your liability. Clear, concise,
and complete reports are essential to
liability protection.

17. 3
Automate Alerts
& Notifications

18. When a particular incident is reported,
a message is sent to the associated
need-to-know members of your team.

19. 4
Manage Protocols

20. Set up your protocols to display in your system, by incident type so
INCONSISTENCY eliminatedis
and your staff knows exactly what to do when an incident occurs.
This uniformity is critical
for
enhancingyour protocols
moving forward.

21. 5
Permissions

22. segment
Being able to
information by permissions allow your staff
to see what they need to see. For example,
Police sees their related incidents and
Medical sees only their incidents. This
segmentation maximizes the effectiveness
of information flow.

23. 6
Associated
Persons Database

24. Store and easily access
information of persons previously
involved in incidents. Whether
you’re encountering an unruly
guest or VIP, equip your team
with the right information to make
informed decisions.

25. 7
Analyze Incidents

26. the
bird’s-eye
Your IMS must have a robust reporting feature. This gives you
perspective
that you need when doing analysis. Eliminating hours of
spreadsheet prep is also as essential to getting the analysis done.
Sending reports to your boss with one click is a huge bonus!

27. 8
Ease of Training

28. You need a
solution
provider that
helps you
complete your
implementation
and provides
your team with
ongoing support
and training.
You’ll need adequately trained
staff to create order and keep it
intact. A system that isn’t used
isn’t any good.

29. 9
Intuitive System

30. Your team shouldn’t need to be tech savvy in order to set up and
manage the system. It’s hard enough to find good employees; don’t
create another hurdle to the hiring process.
an intuitive system will
allow you to remove your
i.t. department from the
implementation process.

31. 10
Progressive

32. A progressive IMS will
allow you to grow your
system for your needs.
scalable
systemsadapt to all of your needs.

33. What matters is what you get from all the order:
continuous analysis of your response times.
CREATING ORDER DOESN’T
STOP AT ‘ORDER’ ITSELF.
Using your analytics to measure your team’s performance over
and over again will have positive long-term benefits and all of
this results in a positive experience for your guests.

34. end result?
So, what is the

35. peace of mind!

36. ISS 24/7, the nation’s leader in facility management and text
messaging communication software for the world’s greatest
properties, provides innovative technology to increase efficiency
and effectiveness of facility operations. ISS 24/7 offers software
for incident management, maintenance management, text
messaging, inspections, credentialing, and lost and found.
ISS 24/7 provides ISS 24/7 Command Post (the “Technology”).
The Technology is a web-based system designed to enhance
the situational awareness, safety, and security for sporting and
entertainment events, security operations and property
management organizations.
PROACTIVE OPERATIONS FOR THE
WORLD’S GREATEST PROPERTIES
Readers interested in learning more
about the suite of services for ISS 24/7
should visit ISS247.com.
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