The Crisis Management System
Components of a Crisis Management System
A Crisis Management Team: those assigned to work on a crisis situation should it
occur. This team should be assembled to work before a crisis occurs in order to
prepare to work as a team and to utilize their individual skills to the benefit of the
team.
A Crisis Resolution Protocol: the actual steps the team follows to resolve a crisis
situation.
Purposes and Objectives
1.
2.
3.
4.
Minimize the overall impact of the crisis on the organization
Provide the most effective and efficient response to the crisis
Centralize authority and responsibility
Provide structure and discipline to the crisis resolution effort
Common Pitfalls in Crisis Management
1.
2.
3.
4.
5.
6.
7.
8.
Too many people involved
Incoming information doesn’t get to the people who need to know
Decisions are made too fast
Decisions are made on bad information
Outgoing information is uncontrolled
The influence of the media is underestimated
Negotiations are conducted by untrained or inappropriate personnel
CMT “burnout”
Some common pitfalls in any crisis situation can be avoided if you are aware of them
before hand.
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Definitions
Incident – an event of serious nature that deems reporting, but as yet no significant
action is planned
Emergency – a sudden occurrence of a serious and urgent nature that demands
immediate action
Crisis Situation – A protracted emergency that threatens the overall safety and
security of the mission team, organization, and/or personnel, and is likely to demand
an abnormal commitment of resources for an extended period of time requiring the
activation of the Crisis Management Team
Types of Crises Involved
Any crisis event can involve a number of the types of crises listed.
1.
2.
3.
4.
Natural disaster
Medical emergency
Political events
Personnel events
Phases of a Crisis
Pre-Crisis Phase – Any time you are not in a crisis. This is the time to proactively
take steps to avert a future crisis event, or to at least minimize the consequences of
an event. This could include training and safety preparations on the field.
Acute Phase – This is the time at which the organization must work together to
initiate the resolution of the crisis. It is the most stressful time of the crisis.
Crisis Resolution Phase – The steps are listed later in this document.
Crisis Recovery Phase – This is post-crisis phase and the time to close the crisis.
It is a time to determine any recuperation needs and to evaluate the resolution
process.
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The Crisis Management Team
Characteristics
1. A temporary task force consisting of as few members as possible.
2. It should be the ONLY part of the organization working on the crisis.
3. The members should represent a variety of approaches and strategies to
problem solving, but they must show a united front in support of the CMT actions.
Functions and Responsibilities
1. Security and safety of all organizational personnel affected by the crisis
2. Full assessment of the crisis, including developing and evaluating all relevant
information
3. Developing and implementing the crisis response plan
4. All public information releases about the crisis are to be made by (or with the
specific approval of) the Crisis Management Team.
5. Maintaining a complete record, which is important for:
 Potential litigation
 Reporting to family members
6. Evaluating the crisis when closing the crisis
Staffing
“Normal” Functional Areas
(Some areas could be combined)
1. Crisis Manager - Overall responsibility for coordinating the crisis resolution
process
2. Documentation Officer - Able to handle large volumes of information
systematically
3. The Financial Officer – Responsible for handling any funds related to the crisis
4. The Logistics Officer – Responsible for the planning, implementation and
coordination of the details of the crisis.
5. The Media Officer - Functions as the CMT contact to the media (serves the CMT,
not the media).
6. The Negotiator - Specialized role requiring a person who can carry on
negotiations under advisement
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Consultants or Advisors
1. Appropriate in many cases
2. Should never be decision-makers
3. Frequently include:
 Hostage negotiators
 Crisis Management specialists
 Legal advisors
 Media relations specialists
Crisis Consulting International
9452 Telephone Road, #223
Ventura, CA 93004 U.S.A.
Tel (+) 805-642-2549
Fax (+) 805-987-5192
Email info@CriCon.org
The Crisis Resolution Process
Step 1: Recognize and Acknowledge the Crisis
 Early detection of the crisis is critical for resolution
 Plan for the realistic “worst case”
Step 2: Contain the Crisis
 Conduct an initial investigation
 Brainstorm - what else could go wrong and what are the chances it will?
 Look for all possible secondary crises; any crisis can get worse without
containment
Step 3: Isolate the Crisis
 Activate contingency plans
 Communicate to the organization
 Provide follow-up and reinforcement
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Step 4: Assess the Crisis
 Who?
 What?
 When?
 Where?
 Why?
 How?
Step 5: Plan the Response
Once the background work is complete and a crisis management team is in place a
flexible plan can be developed.
The elements necessary in preparing a response are:
 An effective retrieval and reporting system for the communications and reporting
for the CMT
 Continually reassess the crises situation(s) and make necessary modifications
 Identify the most pressing crisis of the moment - the pivotal crisis
 Develop an action plan
 Identify intended results
 Determine your media style (open, closed, reserved)
Step 6: Implement the Plan
 Write out your plan and include a complete description of the situation.
 List the specific steps that need to be taken along with specific assignments.
 Beware of independent actions
Step 7: Evaluate and Modify the Plan
 Continually reassess the crisis situation(s)
 Measure actions against intended results
 Modify the plan as necessary with notifications of these modifications
Step 8: Close the Crisis
This is an opportunity to learn through critical review for the next time, NOT a time to
point fingers.
 Recall all resources
 DEBRIEF
 Identify “consequences”
 Plan follow-up actions – thank you’s, counseling, and training
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CRISIS INFORMATION SHEET
Ward Emergency Contact - Crisis Management Team
The Crisis Call
(When)
1. Person Calling: _________________________________________
2. Date & Time of the call: __________________________________
3. Date & Time of crisis: ____________________________________
4. Country and phone # of call: _______________________________
______________________________________________________
5. Source of Information: ____________________________________
(Who) is in the Crisis Situation?
Who is involved?___________________________________
 Group
 Family
 Single Individual
List the full names of all involved:
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(What) is the Nature of the Emergency/Crisis?
Please check one below:
___ Accident
____Medical
____ Political (including terrorism)
___ Violence/crime ___ Natural disaster ____ Personal
___Other (specify) ____________________________
Other Information when Available and Appropriate:
Level of personal danger:
_____high
_____medium
_____low
Level of help being administered:
_____good
_____moderate
_____poor
Source of help:
_____ missionaries
_____ Embassy or Consulate
_____ nationals
_____professionals
_____ other (specify) __________________________________
Current status of situation:
_____unresolved
_____being resolved
_____resolved
(Who) is the Crisis Manager on the Field?
Name: ________________________________________________
Phone number: _________________________________________
Position or Title: ________________________________________
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(How) Did the Crisis Happen?
Give a brief description of the crisis:
(Where) Did the Crisis Happen?
Location of crisis: _________________________________________
Location at present: _______________________________________
Name of closest city: ______________________________________
Name of best communication center:__________________________
Phone number: _____________________ Fax: _________________________
Damage or Injury Assessment:
Description of damage:
What was damaged?
Where did damage occur?
Explanation of medical situation:
Who is ill or injured?
What is the nature of the illness or injury?
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