Presentation on theme: "Testing your Crisis Management Plan Regional Security Director – Simon Francis National Business Manager, Education - Sandra Makris Australasian Universities."— Presentation transcript:
Testing your Crisis Management Plan Regional Security Director – Simon Francis National Business Manager, Education - Sandra Makris Australasian Universities Risk and Insurance Management Society
Why have a crisis management plan? 2
3 FIRST RESPONSE PROTOCOL The first hour of a crisis Roles & ResponsibilitiesConfirm respective roles and responsibilities FactsWhat do you know? Fight for information AssumptionsWhat do you believe has occurred or contributed to the situation? Scenarios Worst case and most likely. (Consider individually and dont 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 MessagesEstablish the messages which must be conveyed to stakeholders ReviewReview at 5 to the hour
Stakeholders / Structure Corporate CMT CEO COO CFO HR Security CSO Legal Communications/PR University CMT VC / DVC CFO COO Director of International Dean / Provost Insurance / Risk Manager Legal PR/Marcom Security 4
2 nd Level CMT / IMT O/S Operation Co.s/Unit Country Head / Team Project Manager / Team Insurer Assistance Company Abroad Operations Host Universities Funding Organisation Lead Academic Insurer Home University Assistance Company 5
Page 6 Incident notification process
Page 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.
Incident Classification & Escalation 8
Page 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.
Page 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.
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 organisations image. 12 Crisis Communications
Page 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.
Page 14 Post Crisis Actions SerialProcedure 1Securing all team records and the log book 2Listing 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 5Updating the Incident Management Plan accordingly 6Ensuring that insurance coverage is appropriate 7 Communicating to all relevant stakeholders any changes to the way the University intends to prevent a recurrence 8If appropriate, inviting the media back to show them what has been done 9Providing any specific continuation training identified as necessary
Page 15 Medical Care Excellent International standard 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. Poor Basic medical care is lacking. Moderate and serious medical conditions may require international evacuation.
Page 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.
Disease risk Low 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
Food and Water Safe 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.
Malaria Limited risk Low activity, confined to certain areas. Prevent mosquito bites. 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. None
Natural Hazards 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. Frequent Disruption Weather conditions and natural hazards often cause major travel disruption.
Personal Safety Safe Robbery and violent crime rare. Generally safe Some petty crime in urban areas, especially at night. 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.
Rabies NoneBats only Only from bat bites or scratches. Risk If scratched or bitten by an animal, seek medical advice. High risk Consider vaccination before travel. If scratched or bitten by an animal, seek medical advice.
Terrorism Terrorism rare Terrorist attacks are rare Some terrorism Terrorist attacks occur sporadically Terrorism common frequent attacks; incidental risk to foreign personnel Terrorism common Frequent attacks; direct risk to foreign personnel Terrorism threat varies Attacks more frequent in some areas than others
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.
Unrest / Conflict Stable occasional peaceful rallies / demonstrations. Stable Rallies / demonstrations occasionally become violent. Volatile Rallies / demonstrations often become violent. Unstable occasional violent unrest. areas of lawlessness. Unstable 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
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.
Traveller carrying large amount of cash I got followed by three men and felt threatened Seizures Students travel to India Painful urination Assaulted and robbed Travelling to Uganda, Southern Sudan and Congo Infected mosquito bite Travelling to Rwanda and Congo Express kidnapping and held hostage Staff travel to PNG Fall in bath – cut head, sick and dizzy Motorbike accident - severe injuries Staff travel to Pakistan Body ache and fever