Free Crisis Management Plan Creation Templates

Crisis Management Checklists 2008

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Free Crisis Management Plan Creation Templates



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



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



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



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



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




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



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




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



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



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



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




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



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:



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



Activated Key Members of Crisis Response Team (CRT)

Name Role within CRT Time called Response



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



Languages Spoken by Staff Members

Name Dept Language Spoken F = Fluent

Or B = Basic



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)



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

[email protected]

+44 (0) 1923 681224



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:



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



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:



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:



INCIDENT LOG SHEET SUMMARY LOG NO.

DATE/ TIME TAKEN BY SUMMARY ACTION

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Free Crisis Management Plan Creation Templates