BCM is all about people – or is it?

Dorothea Wentzel (CBCI)September 2016

THE ROLE OF PEOPLE IN BC AND EMERGENCY MANAGEMENT

• Business Continuity Management • Realities of a crisis situation• People, the most important asset• People challenges• Key roles• Resilience checks• Conclusion

BUSINESS CONTINUITY MANAGEMENT

BCM is established in your organisation, an ISO 22301 certificate is proof.

So you are ready for any emergency situation?

Deepwater Horizon accidentBP 2010

REALITIES OF A CRISIS

PEOPLE CHALLENGES IN A CRISISExampleA potentially devastating incident happens.• An emergency team is put together quickly.• Members not used to working together.• Emotions are high, some blame each other.• Leadership to acknowledge the situation

and manage communication with all.• BC and recovery plans to be invoked.

TEAMWORK IS KEY

For a business interruption not to escalate out of control, skilled people are key

PEOPLE, THE MOST IMPORTANT ASSET

KEY ROLES IN A CRISIS SITUATION

ROLE OF LEADERSHIP

• Crisis Management Plan owned by Exco• Participate in crisis scenario rehearsals• Fund BCM programme and resources• Declare emergency situation• Mandate emergency team lead• Manage crisis communication

ROLE OF STAFF AND CONTRACTORS

• Know how to report and escalate incidents• Understand consequences of social media• Know the media policy• Know their roles in BC & Recovery plans• Understand information classification• Attend emergency meetings

ROLE OF EMERGENCY MANAGER• Mandated for the duration of the emergency• To be senior enough to drive the situation • Convene emergency meetings• Communicate with the internal organisation,

liaise with PR re external communication • Often the BC Manager is not the right person

to drive the emergency situation

ROLE OF EMERGENCY TEAM

• Coordinate emergency situation• Advise decisions and coordinate actions• Manage situation from start to end• Operate in ‘emergency situation’ mode• Invoke BC and Recovery Plans• Manage emergency status to back-to-normal

ROLE OF HEALTH & SAFETY

#Safety1st• Evacuate staff• Report injuries• Re-locate staff • Call health professionals• Call emergency services

ROLE OF HUMAN RESOURCES IN A CRISIS

• Access staff records• Contact next of kin• Trauma counselling

ROLE OF THE BCM TEAM IN A CRISIS

• Record events• Check BC plans• Assess damage• Check insurance

• Post-mortem Improve BCMS

ROLE OF PUBLIC RELATIONS

Good crisis communication is vital• Clear communication channels• Only designated people may talk to media• News travel fast via social media• Internal & public messages to be consistent• Know what and how to communicate

RESILIENCE CHECKS• BCMS is in place• Crisis communication is defined• Media policy states who can talk to press• Leadership is prepared• BaU VS ‘emergency mode’ is understood• Contingency funds and Insurance in place• Supply chain contingencies are in place

CONCLUSIONPEOPLE, THE HEART OF BCM

At the heart of an effective BCM programme, are • skilled people in a • protected environment • where they can learn and • participate without fear.

So that the BC way becomes part of culture, ensuring resilience to withstand any disruption.

Questions?