The document presents a Crisis Management Hotline (CMH) initiative by the Business Resilience Consortium to help organizations collectively manage crises. The CMH will provide a communication channel for business continuity managers to analyze, coordinate and collaborate on decisions during crises. Key benefits include wider visibility of crisis situations, faster response through collective decision making, and knowledge sharing. The CMH will have a coordinator, group members from different organizations, and a dedicated dial-in number. It will be activated for potential crises, support requests, or widespread situations and help reach consensus on actions through moderated calls. Ensuring the right coordinator and experienced continuity managers participate are factors for the CMH's success. The initiative aims to expand its reach

1. B USINESS RESILIENCE C ONSORTIUM Presents Crisis Management Hotline “ Continuity & Community” www.brcindia.org

2. Overview Current Crisis Management Challenges Purpose of Crisis Management Hotline (CMH) Advantages of CMH CMH Stakeholders CMH Activation Triggers Draft CMH Operating Model CMH Success Factors Way Forward

3. Challenges Credibility of information sources and distributed information points Lack of critical information pertaining to crisis situation Incomplete picture make decision making difficult Decisions have huge business impact (both financial/Non-financial) Knowledge limited (Best Practices) to individual organizations

4. Purpose of CMH “ To provide pre-established communication channel for BC Managers across different professional organizations; thereby enabling them to collectively analyze, coordinate and collaborate on decisions and actions to be taken in pre/during/post crisis situations.”

5. Advantages of CMH Wider visibility on the crisis situation Better Accessibility to the crisis information through CMH group members Faster response through collective decision making and coordination during crisis situations Knowledge sharing and enhanced learning within the CMH group CMH group support also available during organization specific crisis scenarios

6. CMH Components CMH Group Coordinator: is a person who will activate the Crisis Management Hotline, Moderate CMH group discussions and lead CMH group discussions to a logical conclusion in pre/during/post crisis situations. There will also be a second coordinator identified to act as a backup for primary coordinator. CMH Group Members: comprises of BC Managers from professional organizations who will actively participate and contribute in CMH discussions. CMH Number: Pre-established dial-in conference facility dedicated for CMH group discussions.

7. CMH Triggers Pre-Planned Activation: to discuss a potential crisis situation Crisis Support Request: to discuss crisis situation for a particular organization based on the request received from CMH group member Crisis Based Activation: to discuss during/post scenarios and actions items in case of a wide-spread crisis situation

8. Draft CMH Operating Model Pre-established Hotline numbers will be circulated to all the CMH Group members. It will be primarily a dial-in facility. All requests for activation of CMH would be directly sent to CMH coordinator, whose number will be shared with all CMH group members. In case of unavailability of primary CMH Coordinator, backup CMH coordinator will be the contact point. CMH Coordinator will have the responsibility and ownership for managing CMH as per the defined operating model. He/She has the full authority to validate all activation requests and to accept or decline a request based on his assessment of the request. In case of potential or imminent crisis situation, CMH Coordinator can also directly initiate process for activation of CMH.

9. Draft CMH Operating Model (contd…) Once a request is accepted by CMH coordinator, he/she will apprise all CMH members (via sms/phone/mails/outlook meeting request etc) on the schedule, duration and agenda of CMH call. As per the CMH call schedule, CMH coordinator will activate the CMH conference facility and CMH members can log in with the pre-shared CMH number. CMH coordinator will act as moderator for the group, and shall ensure planned agenda is discussed and a collective consensus is reached on the actions to be taken to effectively manage the crisis situation. Call duration can be further extended by CMH coordinator, if required. Final decision/actions/minutes of the CMH call will be available through automated response system on the CMH number to act as reference for the CMH members who could not join in the call.

10. CMH Success Factors “ People” Finding right fit for CMH Coordinator Ensuring Crisis/BC Managers from professional organizations who have Crisis Management Responsibilities & Experience are part of CMH Group

11. Way Forward… Use CMH proactively and reactively Expand reach of CMH users Make CMH default telephonic bridge for managing crisis Expand geographic footprint of CMH across major cities in India

12. CMH – A BRC Initiative Thank You! www.brcindia.org