Introduction. Overview. Every Crisis Management Team Needs a Critical Decision Checklist. Presented by Roseanne Rostron, CBCP President Raido Response

Transcription

1 Every Crisis Management Team Needs a Critical Decision Checklist Presented by Roseanne Rostron, CBCP President Raido Response Tuesday, May 9, 2006 Introduction Roseanne Rostron, CBCP - President Raido Response Over 13 years Crisis Management / Business Continuity / DR experience Certified Business Continuity Planner (CBCP) Industry experience includes Banking & Financial Services, Wireless & Data Services, Academic, Retail, Insurance, E-Commerce, Real Estate, Petroleum, Manufacturing, Utilities, and Government Consulting to Fortune 100 and Global 500 clients developing Business Continuity and Crisis Management programs Specializes in development and facilitation of tabletop and mock exercises Specializes in Executive Crisis Management Training Offers Training Workshops focused on BCP and Crisis Management. Corporate program trainer & public speaker Overview This session will discuss the process for: Creation of a critical decision checklist Elements of the checklist: Shelter in place vs. evacuation protocols Critical timeline Roles, Responsibilities / Activities Use in crisis management exercises Include examples 1

2 Purpose What is a Critical Decision Checklist? Who uses it? How do you use it? Where do you keep it? When do you use it? This is NOT a Critical Decision List Crisis Management Team Players Strategic vs. Tactical roles 2

3 Command Center Operations Example Crisis Management Team Subject Matter Experts Chairperson Deputy Chairperson Executive Executive CEO COO CIO CFO KEY DECISION MAKERS Crisis Coordinator CM / BCP Support Team Info Coor. Support Team Documentation, Catering, Coordination, Supplies Onsite Incident Commander Incident Info Core Advisors Communications Internal / External Human Resources Triage / Headcount IT Systems / Network Facilities Assets / Logistics Security Security / Info Creating the Critical Decision Checklist Be clear about your Goals & Objectives Goals: Snapshot of Crisis Management Plan (CMP) Executive checklist Exercises Objectives: Outlines critical immediate decision considerations Timeframe for decisions Considerations Who are your players? What types of decisions are key? Think Keep it Simple How are decisions affected during non-bus? What about events out of span of control? How are decisions affected by Shelter In Place (SIP) or Evacuation? 3

4 Goals & Objectives Example Focuses on the immediate management actions of the Crisis Management Team. Identifies critical crisis actions that need to be considered and may need to be implemented at time of crisis. Contains a decision timeline protocol for evacuation, and shelter-in-place events. Is an easy to use, portable tool that contains critical information that the Crisis Management Team will use as a guide during a crisis. Used as guide during exercises Shelter in Place vs. Evacuation Evacuation Protection against fire, smoke, etc. (internal) Disruption to business / facilities Movement of people to 2 floors below CMT evacuates with staff Shelter in Place / Non-Evacuation Protection against contaminated air, severe weather, utility outages, etc. (external) No serious disruption to business Movement of people to safe location in building (s) Sealing of building Considerations Physical facility constraints Ability to lockdown (SIP) Air intakes (SIP) Glass lobbies (SIP) Span of control Building Management (Evacuation & SIP) Local Authority Control / Emergency Declarations (Evacuation & SIP) People (Evacuation & SIP) Security of Command Center (Evacuation & SIP) Logistics Food / Water (SIP) Transportation (Evacuation) Emergency lighting (SIP) Hygiene (SIP) 4

5 Evacuation / Shelter in Place Example Evacuation Decision Protocol: Notifications (CMT) Initial Assessment / Decision Communications / Public Address System Evacuation / Rendezvous points headcount Resource Management Staff Assessment Damage Assessment Shelter In Place Decision Protocol: Notifications (CMT) Resource Management Seal Building / Contact Building Mgmt Coordination with Local Authorities Staff Communications Staff Assessment Critical Time Line Define your critical time line 0-15 minutes 15 min - 1 hour 1-4 hours First Day Immediate Response Process / Focus on critical priorities People Facilities Recovery Process / Focus on business priorities Business Reputation Considerations Organization priorities Use of tools Notification tools Virtual Command / Command Center Communication tools Recovery Time Objectives (RTOs) Business criticalities? 5

6 Critical Time Line Example Immediate Response Process (0 30 minutes?) Notifications voice / / SMS blasts People / Safety evacuation, security, local authorities, triage Initial Assessment first CMT meeting Communications (staff, external, regulators, vendors) blasts, websites, staff Resource Management primaries / alternates Damage Assessment Security, Facilities, HR, IT Declarations - IT Recovery Process (1 8 hours?) Press statements spokesperson prep, hotel setup Vendor contacts critical support / outsourcing Ongoing Communications - status Logistics hotels, recovery sites Business Priorities primary business functions, regulations, tiers (1, 2, 3) Critical staff remote access, standby, support roles Insurance business interruptions, damage assessment, assessors Personal belongings security, local authorities, logistics, communications Security - ongoing Roles, Responsibilities / Activities Remember what roles responsible for: Chairperson drives decision process Executives key decision makers Security safety / incident information / liaison to authorities Communications internal / external / customers HR triage / headcount / next of kin Facilities damage assessment / lockdown / bldg mgmt / vendors Crisis Coordination process expert / program mgmt / support Command Center Support Team command center / tools SMEs areas of business / business impacts Resulting Critical Decision Checklists 6

7 Evacuation Complete Protocol Timeline Role Activity Crisis Alert 0-20 minutes Chairperson / Crisis Coordinator / Security CMT Activation Initial Assessment 0-20 minutes CMT / Crisis Coordinator / Security Decision to Evacuate Evacuation 0-20 minutes Security Activate Public Address System Tool Activation 0-20 minutes Command Center Team Conference Bridge / Notification Tool / Emergency Website Communications 0-20 minutes Communications Notification to Staff to Evacuate Command Center Setup 0-20 minutes Command Center Team Information Management Activate / Monitor Employee Bridge 0-20 minutes Human Resources Headcount Coordinate with Local Authorities 0-20 minutes Security Triage 0-20 minutes Human Resources Injured Employees / Evacuation / Search & Rescue Activate Triage Volunteers to Assist Affected Staff Resource Management minutes CMT Activate Alternates as Required Staff Assessment minutes Human Resources / SMEs Affected / Injured Staff Damage Assessment minutes Security / Facilities / IT Status of Impact Disaster Declaration minutes IT Declare Disaster / Activate Recovery Site (s) Status 1-2 hours Communications Update Emergency Website / Status Update Status 1-2 hours Human Resources Update Missing Employees Status Status 1-2 hours Security Pull Turnstile / Staff Lists for Facilities Status 1-2 hours Human Resources Account for Traveling Staff Notify Regulators 1-2 hours CMT / Compliance / Risk Notification to Regulators of Impact Media Statement 1-2 hours Communications Media Statement as Required Secure Facilities 1-2 hours Facilities / Security Secure Affected Site (s) Management Meetings 2-4 hours CMT / Senior Management SMEs Senior Management Briefing / Define Critical Staff & Business Priorities Press Conference 4-8 hours Communications / Corporate Spokesperson Hold Press Conference / Prep Corporate Spokesperson Shelter In Place C om plete Protocol Tim eline R ole Activity Crisis Alert 0-20 minutes Chairperson / Crisis Coordinator / Security CMT Activation Initial Assessment 0-20 minutes CM T / Crisis Coordinator / Security Initial Determination Communications 0-20 minutes Communications Em ail Staff M essage to R em ain Inside / PA System / Intranet Website Conference Bridge Activation 0-20 minutes Command Center Staff / CMT Activate Conference Bridge Command Center Setup 0-20 minutes Command Center Team Information Management Coordinate with Local Authorities 0-20 minutes Security Event Status Information Resource Management minutes CMT Activate Alternates as Required Staff Assessment minutes Human Resources / SMEs Monitor Staff Response Seal Building (s) minutes Security / Facilities / Building M anagement Seal Building / Shutdown Air Intakes Communications minutes Communications Event Status Information / Update from CMT Enforce Shelter In Place minutes Security / Facilities / Building Management Secure Entrances / Elevators / Stairwells Update Intranet W ebsite / E mail Staff / PA Status 1-2 hours Communications System Status 1-2 hours Human Resources / SMEs Coordinate Staff Meetings Secure Building (s) 1-2 hours Security / Facilities / Building Management Post Notices on Doors Establish Provision D istribution U nlock Vending Areas / Post Security / Notify 1-2 hours Security / Facilities / Building Management Areas Staff of Access / Distribute Water Status 1-2 hours Human Resources Account for Traveling / Missing Staff Inform Organization 1-2 hours CMT Notify Global / Regional Business Management Meetings 2-4 hours CMT / HR / Senior Management SMEs Senior Management Briefing Provide Provisions 2-4 hours Security / Facility / Building Management Monitor & Distribute Provisions Address Staff Issues / Activate Volunteers as Triage 4-8 hours HR / SM Es R equired Monitor Washrooms 4-8 hours Facility / Building Management Address Sanitation / Water Availability Issues Use in Crisis Management Exercises Practice using Critical Decision Checklist Get Crisis Management Team Feedback on Critical Activities Augment Checklist as Result of Activity Put Checklist to the test! 7

8 Considerations Visual Support for Command Center Create Wall Chart of Checklist Include in Exercises Alternates Building Management OEM / Local Authorities Command Center Team Use tools Monitor how CMT responds to Support / Tools Use of strategies Monitor how Crisis Management Team uses DR / Work Area / Logistics How to Present to CMT Consider audience Will not carry large book when traveling Need just critical information Contact information & numbers Wallet cards Critical decisions - Checklist Summary Roadmap of critical decision CONSIDERATIONS Keeps Crisis Management Team on track Helps manage stress Ensures critical decisions are not overlooked Provides critical timeline Straightforward presentation (checklist) Hybrid of Crisis Management Plan Executive focus (think like an executive) Keep it simple Remember to use in Training Exercises Build your Critical Decision Checklist! 8

9 Q & A Contact Information Roseanne Rostron, CBCP President Raido Response info@raidoresponse.com office fax Website Training Link: 9