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Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
Crisis Management Program Elements:
• Charter
o AKA framework, program overview, etc.
o Lays out mission, purpose, and scope of the program
 Example mission: To protect Organization’s people, assets, and reputation in the
event of a crisis
 Scope: what is and is not included in the program
• Team
o Roles and responsibilities defined
o No one should fill more than one role
o External partners can be team members (if they train with the team)
o Recommended roles:
 Leader
 Legal
 Communications
 HR
 Information Technology / Security
 Finance
 Safety / Security / Facilities
 Sales / Commercial
 Operations
 Information Manager / Scribe
o Ideally primary & alternate in each role
o All stakeholder groups should be represented in some way on the CMT
Charter
Team
Process
Plan
• Mission, Purpose, Scope
• Executive Sponsor
• Roles
• Responsibilities
• Notification  Activation
• Response Cycle
• Action-oriented
• Scenario agnostic
Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com
with questions.
• Process
o How does your CMT respond to a crisis?
o How does your CMT become aware of a (potential) crisis?
o How is your CMT activated?
o How does your CMT sustain a prolonged response?
o Response process should include:
 Assess the situation
 Activate the CMT
 Respond as a team
 Conduct a post-
incident review
• Plan
o Action-oriented: keep the user (CMT member) in mind. Checklists should direct CMT
members to follow the response process and consider the needs of all stakeholder
groups
o Scenario agnostic: allow the CMT to respond to any scenario, not just the ones you
anticipate
 Resources can be scenario-specific as needed
o Document of your program
o Used in training and in response
Assess Activate Respond Review
Brief
•Situation
update
•Known facts
Discuss
•(Potential) impacts
•Stakeholder needs
•Priorities & action
items
Act
•Execute
action items
•Gather new
info

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Session 2: Come taste the difference good management can make in your crisis! - handout

  • 1. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com with questions. Crisis Management Program Elements: • Charter o AKA framework, program overview, etc. o Lays out mission, purpose, and scope of the program  Example mission: To protect Organization’s people, assets, and reputation in the event of a crisis  Scope: what is and is not included in the program • Team o Roles and responsibilities defined o No one should fill more than one role o External partners can be team members (if they train with the team) o Recommended roles:  Leader  Legal  Communications  HR  Information Technology / Security  Finance  Safety / Security / Facilities  Sales / Commercial  Operations  Information Manager / Scribe o Ideally primary & alternate in each role o All stakeholder groups should be represented in some way on the CMT Charter Team Process Plan • Mission, Purpose, Scope • Executive Sponsor • Roles • Responsibilities • Notification  Activation • Response Cycle • Action-oriented • Scenario agnostic
  • 2. Developed by Melissa Mack, MBCI for Tech Forum 2021 attendees. Contact mmack@wittobriens.com with questions. • Process o How does your CMT respond to a crisis? o How does your CMT become aware of a (potential) crisis? o How is your CMT activated? o How does your CMT sustain a prolonged response? o Response process should include:  Assess the situation  Activate the CMT  Respond as a team  Conduct a post- incident review • Plan o Action-oriented: keep the user (CMT member) in mind. Checklists should direct CMT members to follow the response process and consider the needs of all stakeholder groups o Scenario agnostic: allow the CMT to respond to any scenario, not just the ones you anticipate  Resources can be scenario-specific as needed o Document of your program o Used in training and in response Assess Activate Respond Review Brief •Situation update •Known facts Discuss •(Potential) impacts •Stakeholder needs •Priorities & action items Act •Execute action items •Gather new info