free crisis management plan creation templates
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Crisis Management Checklists 2008
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Free Crisis Management Plan Creation Templates
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Crisis Role Responsibilities and Interactions
First Responders
Travelling Response Team
Media Team
Call Handlers
External Suppliers
Internal Suppliers
Crisis Coordinator
Logistics Team
Family Liaison Team
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Crisis Co-ordinator Checklists
IMMEDIATE ACTION Date/Time Initials 1 Decide if necessary to invoke Crisis Response Plan
2 Mobilise other key members of the Crisis Response Team
3 Get to the office ASAP
4 Activate Crisis Control Room
5 Call immediate Crisis Response Team Meeting
6 Decide on dispatch of Travelling Responders and other support services
7 Adapt and activate pre-drafted scripts
8 Notify list of external agencies
9 Notify other third parties, as previously listed
10 Keep all crisis response team leaders and other appropriate parties fully updated of events through regular briefings
11 Maintain relevant information logs
12 Set up a relief staff rota if prolonged incident
13 Ensure security arrangements for office are in place
14 Provide daily updates to all employees
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Crisis Control / Incident Room Requirements In an ideal situation you will have a dedicated Crisis Control Room, ready to be called into use when a crisis occurs. Second best is to have a large room that can be closed off from the rest of the daily activities, to avoid distractions. Listed below are the ideal resources, to enable the command centre to function efficiently. Much of what applies to the company's Crisis Control Room will also apply to Travelling Response Team ‘on-site’ Control Centre. For this, a hotel conference facility or convention centre may be the best option:
Restricted entry Whiteboard/flipchart with ink markers Multiple telephones lines with at least 2 lines dedicated to outgoing calls only Conference speaker phone Adequate furniture, desks and chairs Fax, E-mail and Internet access TV and Radio monitoring equipment Company headed stationery 2 wall clocks, one at local time, one at the time zone of the crisis Photocopier Refreshments Nearby sleeping facilities Separate venue to host the press
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Travelling Response Team Checklists (for off-site incidents)
IMMEDIATE ACTION Date/Time Initials 1 Collect “Travelling Response Team” Bag
2 Take adequate cash / travellers cheques + company credit / ATM cards
AT THE INCIDENT SCENE: Date/Time Initials 3 Report to police in charge
4 Take photographs of incident scene (only with permission)
5 Compile a list of all those involved
6 Get details of how next of kin are being notified and relay to incident co-ordination team
7 Submit report to the Crisis Co-ordinator
8 Organise control centre with necessary communications
9 Ensure Travelling Response team are fully contactable at all times
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AT THE TRAVELLING INCIDENT CONTROL CENTRE:
Date/Time Initials
10 Release official Press Release as supplied by the Media Team
11 Organise accommodation, phone calls etc. for survivors
12 Inform survivors of what your company will and will not provide
13 Assess immediate psychological needs of those involved and use pre-existing arrangements to access these services
14 Undertake hospital visits
15 Update Crisis Co-ordinator on a regular basis
16 Maintain and collate communication logs
17 Obtain medical reports on those injured (if necessary)
18 Arrange to meet relatives on arrival who are travelling to the location
19 Liaise with assistance company / Crisis Response Team with regards to repatriation requirements of those injured
20 Liaise with embassies / consulates
21 Liaise with coroner and/or religious ministers
22 Arrange regular meetings with survivors and distribute relevant information from this manual to survivors and families
23 Maintain relevant information logs
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Contents of Travelling Response Kit
Passport (minimum 6-month validity)
Drivers licence (preferably with an international one as well),
Inoculations certificate (if appropriate)
Letter of authority signed by owner, CEO or company director.
Copy of the Crisis Response Procedures Manual
Blank copies of incident report forms, incident logs
Mobile phone with batteries
Cash
Name badges
Headed notepaper, blank business cards and other stationery items.
Digital camera
Laptop
Dictaphone
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Call Handling Team Checklists
IMMEDIATE ACTION Date/Time Initials 1 Man the switchboard and organise rotas for this
2 Relay the Media Holding Statement as produced by the Media Team
3 Deal with all general enquiries relating to incident
4 Route calls to relevant teams
5 Disseminate information supplied in the scripts by Crisis Co-ordinator
6 Provide reassurance to callers who are not directly impacted by the incident
7 Respond to e-mails
8 Maintain relevant information logs
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Family Liaison Team Checklist
IMMEDIATE ACTION Date/Time Initials 1 Compile Next of Kin list
2 Ensure that next of kin are notified as soon as possible
3 Try to establish a central contact within each family involved
4 Take all steps to verify the authenticity of callers
5 Ask the first caller of a family if they are willing to have their contact details to be distributed to other family members
6 Compile a list of involved medical assistance companies
7 Liaise regularly with families and friends of those clients involved
8 Make provision for relatives visiting your office
9 Maintain accurate logs of all events
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Logistics Team Checklist
IMMEDIATE ACTION Date/Time Initials
1 Accommodation and travel arrangements for all going to the scene
2 Notify all suppliers/agents who may be impacted by the incident
3 Cancel future operational booking of that tour/destination, if relevant
4 Maintain accurate logs of all events
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Media Team Checklist
IMMEDIATE ACTION Date/Time Initials
1 Select a place to be used as a media centre
2 Release ”holding” statement
3 Distribute ‘holding’ statement and any further press releases
4 Establish authenticity of media callers
5 Keep the Media informed with regular updates
6 Maintain a log of all media contact
7 Monitor the Media coverage
8 Update company Web site
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First Responders Checklist
IMMEDIATE ACTION Date/Time Initials 1 Ensure the safety and well-being of yourself and
your clients
2 Establish some basic facts
3 Contact Head Office and local agent
4 Report to authority in charge
LATER ACTION Date/Time Initials 5 Consider removing any reference to your company
6 Take photos of incident scene
7 Start compiling a list of clients affected by incident
8 Gather up clients belongings
9 Consider locating a resource to be used as an "on-site" control centre
10 Attend to needs of clients
11 Maintain relevant information logs
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Immediate Action Checklist
Incoming call notifying incident
Decide on incident level 1
If level 2 deal with using Standard Operating
Procedures
If level 1, invoke crisis response plan
Initiate call-out cascade 2
Call docleaf 3
Get to office and open up Incident control room 4
Notify crisis co-ordinator
Start working through crisis -coordinator check
list in the crisis management plan
Notes:
1: Level 1 definitions: Fatalities / serious injuries, major media interest, major financial loss, major business interruption2: Ensure the call out cascade is pre-defined and kept on laminated credit card sized lists. Alternatively use call notification software3: Only available to retained docleaf clients – we can help with mentoring, media handling, call centres and trauma counsellors4: Ideal resources for the incident control room are listed in section 4 of your crisis management plan
IMMEDIATE ACTION CHECKLIST FOLLOWING POTENTIAL CRISIS CALL
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Incident Notification Form Informant Details: Call-responder Details: Informant’s name:
Call taken by:
Informant’s job title:
Department:
Informant’s phone no:
Date:
Informant’s mobile no:
Time here: Local Time:
Informant’s location:
Other:
Incident Details Company Name: Date of incident:
Time of incident:
Incident ref.:
Destination:
Number of clients/staff/parents:
Departure/return dates:
Nature of incident: Location of incident: Brief description of incident:
Current situation: Weather at time: Individuals Information Survivors:
Hospitalised:
Fatalities:
Missing:
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Verification notice of Events or Incident
Caller Name:
Caller Tel No:
Incident site location:
Incident site manager name:
Nature of the incident
Location Authorities involved – be specific Name of on site person updating with details of verification Tel number and mobile contact details Time of incident Number of people involved and nationalities involved
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Activated Key Members of Crisis Response Team (CRT)
Name Role within CRT Time called Response
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Notification of External & Internal Interested Parties
Organisation Person notified When notified
Shareholders
Insurers
Lawyers
Foreign and Commonwealth Office (if overseas incident)
UK/ Overseas agents (if used) for transportation etc
Medical Assistance Company
Associations the Company belongs to
Local Embassy (of host country)
Internal notification to all staff
Update company website
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Languages Spoken by Staff Members
Name Dept Language Spoken F = Fluent
Or B = Basic
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Crisis Response Team Contact and Transportation Details
Name Team Office Tel
Home Tel
Mobile Tel
Commute time & Mode
Next of Kin (include name, phone, relationship)
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External Contractor Contact Details
Company Function Name Office Fax E-mail 24 hr Contact number
Docleaf
Crisis management
Duty manager
+44 (0)1923 681224
+44 (0)1923 671375
+44 (0) 1923 681224
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Incident Update Form
Current Situation Date of incident:
Time of incident:
Information taken by: Date/Time here: Local Time: Nature of incident: Confirmed location of incident: Brief description of events: Current situation: Weather at time:
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Centres of activity
Name Location Person in charge
Contact number
Travelling Response Team
Police
Fire/rescue
Ambulance
Medical teams
Survivors' location
Hospital
Mortuary
Embassy
Lawyers
Insurers
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Injured/ Affected Person Update Form Details of Person Affected Title:
Surname:
First Names:
Sex:
Age:
Date of Birth:
Nationality:
Religion:
Address: Telephone Number: Other Relatives/Friends Involved:
Next of Kin / Emergency Contact Name:
Relation:
Telephone:
Address:
Notified by:
When notified:
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Present Condition Survivor Hospitalised Believed Dead Missing
Location: Tel: Fax: E-mail:
Condition:
Surname:
First Name: Date of Birth:
Initial Location Hospital 1: Ward:
Treating Doctor: Telephone Main Switchboard:
Telephone Ward Direct:
Telephone Doctor:
Later Location Hospital 2: Ward:
Treating Doctor: Telephone Main Switchboard:
Telephone Ward Direct:
Telephone Doctor:
Injured Person update form Surname:
First Name: DATE OF BIRTH:
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INCIDENT LOG SHEET SUMMARY LOG NO.
DATE/ TIME TAKEN BY SUMMARY ACTION