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

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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

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Section I

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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.

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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.

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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

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Rehearsal Dates
Date Signature
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
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_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________
_____________________ ______________________________

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Section II

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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.

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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

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Section III

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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.

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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 ___________________________________
_______________________________________________________________________

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Disciplinary (if any) measures taken____________________________________
_________________________________________________________________
_________________________________________________________________
Additional comments: _______________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
Should any legal action be taken? If yes, explain.__________________________
_________________________________________________________________
_________________________________________________________________
Report filed by ______________________ Signature_______________
Supervisor__________________________ Signature_______________

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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.

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Section IV

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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

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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

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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

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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.

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Section V

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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.

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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)

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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_____________________________________________________________________
______________________________________________________________________________