Contact: Costa Zakis
Telephone: (02) 8864 7215
What constitutes a crisis for an organisation will depend on the nature of its business. In broad terms a crisis is defined as an escalating incident that poses a serious threat to the operation, viability or reputation of an organisation and can include:
- a fatality or serious injury as a result of operations
- an event with a significant impact on business operations and continuity
- negative attention by national media and financial institutions
- the threat or initiation of litigation
- adverse impact on brand image or corporate reputation
- loss of market share
Crisis Management Planning
A Crisis Management Plan sets out practices and procedures to assist the organisation to manage a crisis. Its aim is to manage the resolution of the incident, the strategic issues and the implications impacting on the organisation as a direct and indirect result of the initial event.
The Plan will typically identify a Crisis Management Team and set out its:
- working methods and response and recovery actions
- group and individual responsibilities
- processes for notification, mobilisation, escalation and de-escalation
- mutual aid arrangements
- operational and strategic issues and implications to be considered
- processes and actions to ensure effective communications management to government, regulators, partners, customers, staff, the corporate and general community and the Board
- specific approaches to and considerations for dealing with
the media
- specific approaches to and considerations for dealing with aspects of trauma counselling and next-of-kin notification
- data collection and maintenance of logs
Marsh's Risk Consulting team is experienced in developing detailed Crisis Management Plans tailored to the specific needs of organisations.
Crisis communications management
A high level of skill in dealing with media and strategic communication issues is a vital part of any organisation's crisis and emergency management strategy. Our Risk Consulting team offers the flexibility to develop "fit-for-purpose" communication procedures and protocols supported by a range of training approaches to ensure that executives are confident and well-equipped to respond to the challenge of using the media to convey the right message.
Crisis simulation exercises
Crisis simulation exercises test the ability of an organisation to implement crisis and emergency management strategies and business continuity plans. Exercises can vary from:
- a live-simulation exercise involving full mobilisation of personnel and equipment
- a simulated role-play exercise to respond as realistically as possible to a simulated incident and involving mobilisation of selected teams / personnel only
- a communication-based desk-top exercise, focusing on an interactive discussion with selected teams and individuals against a specific scenario to test ongoing knowledge and validity of documented processes
- specific contingency exercises to test and validate preparedness of specific functional teams such as Call Centre, Corporate Affairs and site response
We can provide a team of skilled consultants to facilitate these exercise programs and provide written and verbal feedback.
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