Crisis management is the process by which an organisation deals with a major event that threatens to harm the business, its stakeholders, or the general public.
In contrast to risk management, which involves assessing potential threats and finding the best ways to avoid those threats, crisis management involves dealing with threats before, during, and after they have occurred. It is a discipline within the broader context of management consisting of skills and techniques required to identify, assess, understand, and cope with a serious situation, especially from the moment it first occurs to the point that recovery procedures start.
Crisis management is a situation-based management system that includes clear roles and responsibilities and process related organisational requirements company-wide. The aim of crisis management is to be well prepared for crisis, ensure a rapid and adequate response to the crisis, maintaining clear lines of reporting and communication in the event of crisis.
RQA specialise in crisis management and offer a comprehensive and customised service from initial development of your crisis management and emergency response plans, to review of your existing plans, crisis management training and finally annual testing via a crisis simulation exercise. We can also assist you with your crisis communication and social media crisis plans and train your spokespeople and social media teams in how to respond in a crisis.
We work to ensure your crisis management, and emergency response plans are robust, user-friendly and meet your business needs, helping to mitigate the impact of the crisis you are facing.
Crisis Management Planning
RQA’s crisis management consultants will help you to develop, review, implement, train and test your crisis management procedures and plans.
We will work with you to develop draft crisis management plans that will meet your business requirements.
The work will normally start with a scoping meeting between our consultant and representatives from your crisis management team. During this meeting all the key areas of the business will be discussed and there will be a brain storming session to identify key risks based upon probability and severity. This will help to determine which risks need to be addressed in the crisis management plans. We will also identify existing practices and where they may be gaps. This information will enable the RQA consultant to draft up preliminary crisis management plans ready for client review.
Crisis Communications Planning
During a crisis communication is key, both internally and externally, but in particular there may be media interest in your situation as it develops. It is vital therefore that you have a plan which includes both proactive and reactive communications and your crisis team know who should be responding, how they respond and by what media channels they should respond. Our specialist crisis communications consultants can assist and lead the creation of effective crisis communications plans including pre-prepared draft communications for both traditional and social media.
Emergency Response Plan
RQA will help you to develop Emergency Response plans that will focus on interaction with the emergency services, decisions on full versus partial evacuation, communication, critical equipment shutdown, incident room, crisis pack or crash box etc.
In many companies, senior managers are the only people to receive crisis management training. However, for a site that operates 24 hour shifts / 7 days a week, senior managers are only on site for 24% of the time. There is therefore a need to train shift supervisors and others on the immediate response to an emergency crisis incident. These people will be in charge of the site until the senior manager is able to get to the site to take over.