AURIMS 2008AURIMS 2008

CRISIS MANAGEMENT CRISIS MANAGEMENT AND RECOVERYAND RECOVERY

Bob BurnetBob BurnetRoss Campbell & AssociatesRoss Campbell & Associates

BCP/Risk Mgt/Crisis MgtBCP/Risk Mgt/Crisis Mgt

BCP – BCP – business impact analysis business impact analysis (prevention?) recovery(prevention?) recovery

CRISIS MGT – CRISIS MGT – managing the managing the unplanned critical unplanned critical incident and recoveryincident and recovery

AgendaAgenda

Definition of a crisisDefinition of a crisis Recent incidentsRecent incidents Components of a CMR planComponents of a CMR plan Factors for successFactors for success A University CMR programA University CMR program Questions and discussionQuestions and discussion

Crisis definitionCrisis definition

A critical event or series of events that A critical event or series of events that seriously threatens the University’s seriously threatens the University’s

people, operations, assets, people, operations, assets, environment, or long-term prospects environment, or long-term prospects

and reputationand reputation

Monash shootings factorsMonash shootings factorsOctober 2002October 2002

Two killed, five taken to hospitalTwo killed, five taken to hospital

Campus community shocked and Campus community shocked and distressed – huge counselling requireddistressed – huge counselling required

Security confusion about actual location Security confusion about actual location of shootingof shooting

Monash shootings factorsMonash shootings factorsOctober 2002 (contd)October 2002 (contd)

Mobile telephone network collapseMobile telephone network collapse

News media arrived within minutesNews media arrived within minutes

Issues regarding evacuationIssues regarding evacuation

Potential impact on local and international Potential impact on local and international student marketstudent market

Monash learningsMonash learnings Prior training essentialPrior training essential

Team Leader and Public Team Leader and Public Spokesperson cannot be performed as Spokesperson cannot be performed as one role in a large organisationone role in a large organisation

Issue internal and external Issue internal and external communications earlycommunications early

Monash learnings (contd)Monash learnings (contd)

Do not rely on mobile telephonesDo not rely on mobile telephones

CMR team members need to be easily CMR team members need to be easily identifiedidentified

Ensure all university communications Ensure all university communications emanate from the Control Centre (Public emanate from the Control Centre (Public Spokesperson or Media Coordinator)Spokesperson or Media Coordinator)

UNEXPECTEDUNEXPECTED

UNPLANNEDUNPLANNED

UNUSUALUNUSUAL

UNBELIEVABLEUNBELIEVABLE

VIRGINIA TECH –32 DEAD, 25 INJURED

““Details page” – 16/4/07Details page” – 16/4/07 late afternoon late afternoon

Virginia TechVirginia Tech Integrate comprehensive emergency Integrate comprehensive emergency

management plan across organisationmanagement plan across organisation Institute regular practice of emergency Institute regular practice of emergency

management responsemanagement response Develop a clear communication plan and Develop a clear communication plan and

tools to communicate rapidlytools to communicate rapidly Provide immediate and long term mental Provide immediate and long term mental

health supporthealth support learn from experiencelearn from experience

NORTHERN ILLINOIS NORTHERN ILLINOIS UNIVERSITY 14.2.08UNIVERSITY 14.2.08

“ “The first warnings to students were issued The first warnings to students were issued at 3.20 pm, about 20 minutes after the at 3.20 pm, about 20 minutes after the incident erupted.” incident erupted.”

“ “Students can go to any residence hall for Students can go to any residence hall for counsellingcounselling”

Local Illinois press 15 February 2008Local Illinois press 15 February 2008

Shooting Test Case

Monash 2008Monash 2008

Central Queensland UniversityCentral Queensland University““Canberra failing to regulate rogue collegesCanberra failing to regulate rogue collegesMore than 60 overseas students went on More than 60 overseas students went on hunger strike yesterday…..after being hunger strike yesterday…..after being examined on material they were not taught. It examined on material they were not taught. It is the second time in a year that international is the second time in a year that international students have protested about their students have protested about their treatment at the Lonsdale Street “shopfront” treatment at the Lonsdale Street “shopfront” campus of Central Queensland University.”campus of Central Queensland University.”- - The Age, The Age, 15 March 200715 March 2007

Central Queensland UniversityCentral Queensland University

““Uni put on noticeUni put on notice The Melbourne campus of a Queensland The Melbourne campus of a Queensland

university has been given three university has been given three months…..after a State Government audit months…..after a State Government audit found its curriculum development and found its curriculum development and assessment are inadequate.”assessment are inadequate.”

The Age – 24 August 2007The Age – 24 August 2007

University of CanberraUniversity of Canberra““A sense of shame and secrecy has A sense of shame and secrecy has

descended in Canberra over the death of descended in Canberra over the death of an international student failed by the an international student failed by the systems…the 35-year-old student had lain systems…the 35-year-old student had lain dead, unmissed and unnoticed for seven dead, unmissed and unnoticed for seven months.”months.”

– – TheThe Australian,Australian, 16 March 2005 16 March 2005

RMIT UniversityRMIT University

““RMIT staff member with tumour terminally RMIT staff member with tumour terminally ill” ill”

The AgeThe Age, 16 May 2006, 16 May 2006

““Calls double over RMIT tumour Calls double over RMIT tumour fear” fear” The AgeThe Age, 17 May 2006, 17 May 2006

Threat Identification and Threat Identification and ResponseResponse

EnvironmentalEnvironmental Emergency servicesEmergency services InfrastructureInfrastructure Human resourcesHuman resources ManagementManagement Research and teachingResearch and teaching

Refer circulated documentRefer circulated document

EscalationEscalation CriticalCritical

MajorMajor

ModerateModerate

MinorMinor

InsignificantInsignificant

Severe crisis.

Call out CMR Team

Not visible; no ext.services; no ext. report; SOPs; handle on site

Minor illness/injury; ext.services?; ext.report?; handle on site

Potential to escalate; ext.services; ext.report; notify Team Leader.

Call out CMR Team?

Injuries/fatalities; reputation; ext.services; ext. report. Call out CMR Team

Crisis Response TeamCrisis Response Team Public SpokespersonPublic Spokesperson (and Strategic Adviser)(and Strategic Adviser) Team LeaderTeam Leader Support Group Support Group

CoordinatorCoordinator Human ResourcesHuman Resources

CoordinatorCoordinator Student Services Student Services

CoordinatorCoordinator

Recovery CoordinatorRecovery Coordinator Emergency ServicesEmergency Services CoordinatorCoordinator ICT/Control Room ICT/Control Room

CoordinatorCoordinator Media CoordinatorMedia Coordinator

Human Resources CoordinatorHuman Resources Coordinator

Staff, student and next-of-kin detailsStaff, student and next-of-kin details readily availablereadily available

Communicate with staff/studentsCommunicate with staff/students Establish next-of-kin centre/telephone Establish next-of-kin centre/telephone

responseresponse Establish protocols for notifying NOKEstablish protocols for notifying NOK Ongoing support/welfare/counsellingOngoing support/welfare/counselling

Media CoordinatorMedia Coordinator Message strategyMessage strategy Media releases/statementsMedia releases/statements Media interviews/press conferencesMedia interviews/press conferences Staff/student communicationsStaff/student communications Media monitoringMedia monitoring Media management/holding roomMedia management/holding room Establish media call centreEstablish media call centre Advise Public SpokespersonAdvise Public Spokesperson

Recovery Plan

• Short term operations• Long term recovery goals• Strategy• Documented Plan

Human Resources /Student Services

• Records• Delivering the message• Support for:

StudentsStaffVictimsNext-of-kinVisitorsLocal community

Commercial Issues

• Legal• Insurance• Customers• Record of Incident

Emergency/SecurityProcedures

• Liaison• Resources • Site safety/security

Public Affairs

• Interviews• Media statements/releases• Media management on site• Community relations• Ministerial interface• Police media liaisonControl Room

• Control centre• Communications equipment• Documentation/logs

CRISISMANAGEMENT

Calls/communications flowCalls/communications flowSwitchboard

Normal BusinessMedia

Next of KinStudents

StaffLocal Community

Government

1800 hotlineCrisis Telephone

ResponseTeam

Business Calls

CMR Team

Media Support

Team

HR/NOK

SupportTeam

Stakeholders -Staff

StudentsMediaGovt

Critical success factors Critical success factors Put people firstPut people first Respond and control fast at the siteRespond and control fast at the site Communicate only confirmed information Communicate only confirmed information Update crisis team & stakeholders regularlyUpdate crisis team & stakeholders regularly Focus on recovery from the outset Focus on recovery from the outset Integration of operations, communications & Integration of operations, communications &

strategic oversight/controlstrategic oversight/control Clarity of roles, responsibilities and Clarity of roles, responsibilities and

proceduresprocedures

Critical success factors (cont)...Critical success factors (cont)... Preconfigured facilities and infrastructure Preconfigured facilities and infrastructure

(communications vital)(communications vital) Integration with business continuity, technical Integration with business continuity, technical

disaster recovery, emergency procedures, disaster recovery, emergency procedures, security and other contingency measures security and other contingency measures

Training/testing/audit/review/revisionTraining/testing/audit/review/revision Keep a record of CMR team actions Keep a record of CMR team actions

Issues Management

Issues ManagementIssues Management

Most potential crises are on your desk

Identify issues

Resolve issues & avoid crises

Issues ManagementIssues Management

What were the issues for:What were the issues for:

Monash, Virginia Tech, Northern IllinoisMonash, Virginia Tech, Northern Illinois

Central Queensland UniversityCentral Queensland University

University of CanberraUniversity of Canberra

RMITRMIT

A University CMR programA University CMR program

CO NTINUOUS REVIEW AND TESTING

REHEARSALS

M ANUAL AND CHECKLISTS

RESPONSE ACTIONS

IDENTIFY AND EVALUATE THREAT SIs s u e E sc a la tion

CRISIS TEAM CMR workshop and hypothetical exercise

Corporate CMR manual

prepared

CMR INTRODUCTION

Annual desktop or full-scale exercise

Ross Campbell & Ross Campbell & AssociatesAssociates

CRISIS MANAGEMENTCRISIS MANAGEMENT