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Testing your Crisis Management Plan

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Presentation on theme: "Testing your Crisis Management Plan"— Presentation transcript:

1 Testing your Crisis Management Plan
Australasian Universities Risk and Insurance Management Society Testing your Crisis Management Plan Regional Security Director – Simon Francis National Business Manager, Education - Sandra Makris

2 Why have a crisis management plan?

3 The first hour of a crisis
FIRST RESPONSE PROTOCOL The first hour of a crisis Roles & Responsibilities Confirm respective roles and responsibilities Facts What do you know? Fight for information Assumptions What do you believe has occurred or contributed to the situation? Scenarios Worst case and most likely. (Consider individually and don’t discount anything) Priorities Establish your priorities including information requirements and immediate tasking Response Options Consider the range of options available. What needs to be done now and what can wait? Your Objective(s) Set your objectives (i.e. what indicators must we achieve to solve the problem and return to normal business) Stakeholders Identify the range of stakeholders and prioritise according to the interest/influence they have Key Messages Establish the messages which must be conveyed to stakeholders Review Review at 5 to the hour

4 Stakeholders / Structure
Corporate CMT University CMT CEO COO CFO HR Security CSO Legal Communications/PR VC / DVC CFO COO Director of International Dean / Provost Insurance / Risk Manager Legal PR/Marcom Security

5 2nd Level CMT / IMT O/S Operation Co.s/Unit Abroad Operations
Country Head / Team Project Manager / Team Insurer Assistance Company Host Universities Funding Organisation Lead Academic Insurer Home University Assistance Company

6 Incident notification process

7 Testing your CMP Two post graduate students were employed by a small mining company in West Africa to conduct research. The university academic who arranged the trip did not notify university management.

8 Incident Classification & Escalation

9 Testing your CMP A university student went on exchange to Japan. The student did not declare his mental health condition to the university. While he was there his medication was modified, resulting in an episode which landed him in an institution.  

10 Incident identification / Classification

11 Testing your CMP Two female students in Tanzania were withdrawing money from an ATM. They took a taxi and the driver proceeded to take them to a back street where they were driven to a remote location robbed and left there.

12 Crisis Communications
Internal & External In a crisis, an organisation is judged to a significant degree on how it communicates in a crisis, rather than the actual cause of the crisis. Through effective communications, it is possible to emerge from a crisis stronger and with a clearer and more positive profile than before, but only if the organisation is seen to retain control over the situation under challenging conditions and within an effective timeframe. Effective communication increases confidence and can even strengthen the organisation’s image.

13 Testing your CMP A 68 year old academic was lecturing in the United States and Europe. After a couple of weeks he suffered a stroke in the US and further tests showed he required immediate open heart surgery.

14 Post Crisis Actions Serial Procedure 1
Securing all team records and the log book 2 Listing the lessons learnt 3 Assessing how the IMT would have responded if the incident had escalated further 4 Deciding on changes and/or improvements to the crisis management procedures 5 Updating the Incident Management Plan accordingly 6 Ensuring that insurance coverage is appropriate 7 Communicating to all relevant stakeholders any changes to the way the University intends to prevent a recurrence 8 If appropriate, inviting the media back to show them what has been done 9 Providing any specific continuation training identified as necessary

15 Medical Care Excellent International standard Poor
Basic medical care is lacking. Moderate and serious medical conditions may require international evacuation. Good High standard, especially In major cities. Variable Quality care available in major cities. Elsewhere standard is significantly lower. Limited Simple health problems can be managed but specialist care limited. Serious conditions may require international evacuation.

16 Cultural Issues Few implications
Lack of cultural awareness unlikely to cause major offence. Social implications Lack of cultural awareness may inhibit social and business interaction. Physical consequences Lack of cultural awareness may provoke violent reaction causing physical harm. Legal consequences Non-adherence to cultural etiquette may be punishable.

17 Disease risk High risk Low risk Medium risk
Low risk of contracting infectious diseases. Medium risk Medium risk of contracting infectious diseases. Preventive measures may be recommended. High risk High risk of contracting serious infectious diseases. Preventive measures are recommended

18 Food and Water Unsafe Safe Unsafe
Tap water safe to drink. Low risk from food. Unsafe Tap water unsafe to drink. Food in good quality restaurants and hotels usually safe. Unsafe Tap water unsafe to drink. High risk of contaminated food and travellers' diarrhoea.

19 Malaria Some areas Whole country Limited risk
None Some areas Risk in some areas. Check if there is malaria at your destination(s). Prevent mosquito bites. Seek advice about preventive medication. Whole country Risk in all areas. Prevent mosquito bites. Seek advice about preventive medication. Limited risk Low activity, confined to certain areas. Prevent mosquito bites.

20 Natural Hazards Frequent Occasional disruption Disruption rare
Weather conditions and natural hazards often cause major travel disruption. Disruption rare Weather and natural hazards rarely affect travel. Seasonal Disruption Seasonal weather conditions may affect travel. Occasional disruption Weather conditions and natural hazards can cause major travel disruption.

21 Personal Safety Safe Robbery and violent crime rare. Some danger
Petty crime and occasional violent crime can occur throughout the country. Some danger / Kidnap risk Petty crime and occasional violent crime, including kidnapping, can occur throughout the country. Dangerous in parts Violent crime common in much of the country, with a few exceptions. Dangerous everywhere Violent crime common throughout country, posing serious threat to life. Generally safe Some petty crime in urban areas, especially at night.

22 Rabies High risk Consider vaccination before travel. If scratched
or bitten by an animal, seek medical advice. None Bats only Only from bat bites or scratches. Risk If scratched or bitten by an animal, seek medical advice.

23 Terrorism Terrorism common
frequent attacks; incidental risk to foreign personnel Frequent attacks; direct risk to foreign personnel Terrorism threat varies Attacks more frequent in some areas than others Terrorism rare Terrorist attacks are rare Some terrorism Terrorist attacks occur sporadically

24 Transport Reliable Transport system is safe and reliable.
Less reliable Transport system is generally safe but prone to periodic disruption. Variable reliability Some types of transport are reliable, others not. Limited Few transport options. Some are unsafe. Very limited Travel is dangerous; seek advice and prearrange transport.

25 Unrest / Conflict Stable occasional peaceful rallies / demonstrations.
Rallies / demonstrations occasionally become violent. Volatile Rallies / demonstrations often become violent. Unstable occasional violent unrest. areas of lawlessness. Frequent violent unrest. Areas of lawlessness. Lawless Weak or absent government. Little or no policing. Violence common. Risk of unrest varies Some areas experience more unrest/ conflict than others

26 Vaccinations Routine only Ensure all routine vaccinations
Are up-to-date. Routine and specific Ensure all routine vaccinations are up-to-date. Specific vaccinations may be recommended before travel. May be required Ensure all routine vaccinations are up-to-date. Other specific vaccinations may be recommended. Yellow fever vaccination may be required. Often required Ensure all routine vaccinations are up-to-date. Other specific vaccinations may be recommended. Yellow fever vaccination may be required for entry from certain countries and/or for onward travel. Required Yellow fever vaccination is required for entry. Other vaccinations are recommended. Ensure all routine vaccinations are up-to-date.

27 Students travel to India
I got followed by three men and felt threatened Students travel to India Traveller carrying large amount of cash Seizures Painful urination Travelling to Uganda, Southern Sudan and Congo Infected mosquito bite Travelling to Rwanda and Congo Assaulted and robbed Staff travel to PNG Motorbike accident - severe injuries Fall in bath – cut head, sick and dizzy Body ache and fever Express kidnapping and held hostage Staff travel to Pakistan 27 27

28 Q&A internationalsos.com control-risks.com


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