Preparedness is the precursor to an effective crisis response. A crisis management plan that is clearly communicated and effectively executed will have a better chance of mitigating the effects of a crisis event, regardless of the conditions. The response element of a crisis plan takes into account the challenging nature of an event while providing a structured method to deal with related activities effectively. We must develop a plan that provides a means to respond swiftly, confidently, and appropriately based on the circumstances we are facing.
A patterned response is identified by the commonality of the actions and flow of events that take place as a result of, and in response to, a particular incident. During a crisis there is a need to assess the situation quickly, determine the level of severity, identify the need for medical, police, or fire response, implement evacuation protocol, ascertain the containment of assets, and communicate to all levels and agencies through a structured system. A primary objective of the crisis management plan is to establish patterned responses for these essential activities that are applicable to most, if not all, crisis situations.
When responding to a critical incident, it is essential that roles and responsibilities are clearly understood. This can be accomplished by following through on simple steps that lead to effective protective action. By internalizing this process, we can rapidly and decisively choose an effective response:
Regardless of the origin of the crisis, the response must address:
- The safety and welfare of all individuals potentially affected
- The protection of resources
- The best interests of the business
Appropriate crisis planning can minimize long-term effects on the business. It is important to take the time and consideration to develop a comprehensive strategy that ensures our response meets these critical objectives.
The appropriate actions and behaviors necessary to ascertain the correct patterned response should be identified during the scenario development phase of the risk assessment process. To ensure that a patterned response is not only established but also effective, appropriate training exercises must be conducted. It is not enough to rely solely on written material, as the written material alone will not instill an understanding of the activities that need to take place during a crisis situation, the time involved in the execution of the plan, or the difficulties encountered during a crisis that require difficult decisions.
These types of concerns should be addressed during various training exercises designed to test response activities and prepare participants. The sooner employees become accustomed to the established patterned response, the more effective they will be, and the greater influence they will have on safeguarding the company’s assets. During a crisis, the patterned response activities identified by an organization might not unfold exactly as planned, trained, or practiced, but it should come close if a thorough risk assessment has been completed.
In a crisis situation, providing a fast, efficient, appropriate, and effective response is critical. This process should be driven by an effective crisis response framework, supported by strong and effective communication resources. A core aspect of this framework would be to establish an incident command structure designed to represent the organization in the event of a crisis, which would further designate backup plans for personnel, operational functions, command, and control. Furthermore, it is recommended that a graduated response plan be implemented as necessary to best support the needs of the situation. Our plan must support key elements of the response. Our responses must be:
Fast: The speed of the response can have a significant impact on the outcome of the crisis situation. We must understand the nature of the various crisis events that could potentially impede business operations, and those control measures necessary to mitigate their negative effects. Key contributors should be identified, providing the indicators necessary to recognize the potential signs of an impending crisis and afford time to mount a response before the situation worsens.
Efficient: While a fast response in a crisis situation can provide additional time to reduce the negative effects on the business, that only holds true if our time and resources are used wisely and efficiently. In other words, the additional time must be focused on digesting information and deciding on how to best use the available resources without causing additional expense, effort, or a waste of resources. The amount of effort dedicated to the initial response must support an outcome that satisfactorily mitigates the effects of the event.
Appropriate: Understanding that every crisis situation is unique, it is imperative to develop patterned response procedures that are flexible enough to cover a range of potential situations. At some point the response required will become more specific to the characteristics of the particular crisis situation. When this occurs, the response must be tailored to best protect the operations and resources of the business.
Effective: Once a decision is made and the response is implemented, the response should have a positive effect on the crisis. The goal should always be that the situation improves, or at the very least does not worsen. Employing a fast, efficient, and appropriate response should help ensure decisions ultimately produce the intended result as reflected by the organization’s statement of purpose and clearly documented processes and procedures.