EXECUTIVE CRISIS MANAGEMENT TRAINING. Presented by Roseanne Rostron, CBCP Raido Response

Transcription

1 EXECUTIVE CRISIS MANAGEMENT TRAINING Presented by Roseanne Rostron, CBCP Raido Response 1

2 Introduction Roseanne Rostron President Raido Response Over 12 years Crisis Management, Business Continuity, Disaster Recovery Planning Experience Certified Business Continuity Planner Fortune 100 & 500 Clients Developed Crisis Management and Business Continuity Programs, Methodology, and Training Specializes in Development & Facilitation of Tabletop Exercises Specializes in Developing Business Continuity Outsourcing Requirements 2

3 Purpose To understand the executive team roles, and how they relate to decision making during a crisis To better prepare executives to perform in unexpected situations To provide an understanding of what happens during a crisis To understand communication and information management To understand command center functions To understand strategic vs tactical recovery roles To prepare for the executive crisis management tabletop exercise 3

4 Agenda Addressing the Causes of Team Dysfunction 2:00 pm Executive Team Roles Aligning the Team with Command Center Roles Strategic vs. Tactical Response Communication & Information Management Best Practices for Tabletop Exercises Break Mini Tabletop Exercise (Audience Participation) 2:45 pm 3:00 pm 4

5 Understanding Crisis Management Strategic vs. Tactical Decision makers (Strategic) Recovery teams (Tactical) Mode of Operation Mission statement (How) Team roles defined (Who) Prioritizing Decisions (What) Command Center Information Management Key Communications Command Center Activities Virtual Command Center Activities Goal Management of a crisis at time of disaster 5

6 Preparing Executives for Crisis What causes team dysfunction during a crisis? Never worked together and were not aligned as a team Did not have agreed norms about how they would operate together (structure) Roles and missions had not been aligned with the command center function There was not a "problem solving" process for analyzing information and developing strategy under pressure There was not a process for rapidly sharing information among team members 6

7 Managing the Team to Avoid Dysfunction Create an Overall Team Mission Statement Ensure the safety and security of all company personnel Responsible for managing the overall response to a crisis and ensuring the continuation of business Dedicated to safeguarding the reputation and corporate survival of the company by communicating and responding effectively during a crisis Responsible for ensuring that the recovery teams responses to the crisis convey confidence in the company and mitigate possible concerns to the public 7

8 Establish Critical Priorities Safety of employees Operation of the business Facilities Reputation of the company 8

9 Team Concerns What are your concerns? 9

10 Executive Crisis Management Team Chairman / Chairperson Executive Representative / Spokesperson Finance IT 10

11 Understand Individual Team Roles Who s in charge? CEO? Chairman: Acts as the leader of the Crisis Management Team Drives the overall decision-making process Participates in the assessment of the overall impact of the event to the organization Drives the process to determine initial containment actions Notifies direct reports 11

12 Understand Individual Team Roles Executive Representative? CAO? Responsible for making key decisions Acts as corporate spokesperson Is mobilized based on the scope and severity of an incident, based on the initial assessment Participates in the assessment of the overall impact of the event to the organization Acts as primary decision maker Notifies direct reports 12

13 Understand Individual Team Roles Information Technology? CIO? IT Systems: Responsible for all production, network, and client service responsibilities, and will direct all IT resources during a crisis situation Participates in the assessment of the overall impact of the event to the organization Global escalation within IT Prioritises actions to be taken by IT Serves as Deputy Chairman 13

14 Understand Individual Team Roles Finance? CFO? Responsible release of funds for resources, purchasing, etc. during a crisis situation Is mobilized based on the scope and severity of an incident, based on the initial assessment Participates in the assessment of the overall impact of the event to the organization Acts as primary decision maker Notifies direct reports 14

15 Critical Core Advisors Messaging Employee Assistance Premises / Security Crisis Coordination Incident Command 15

16 Understand Individual Team Roles Messaging? Corporate Communications: Responsible for all communications of official status to head office, to the media, and to staff Responsible for coordinating message development for the Crisis Management Team Directs Corporate Communications resources to carry out required messaging and communications to staff and media Participates in the assessment of the overall impact of the event to the organization 16

17 Understand Individual Team Roles Employee assistance / Employee status / Notification of next of kin? Human Resources: Responsible for determining the safety and status of all staff Responsible for debriefing employees, employee assistance, counselling, and other personnel matters Coordinates notification of next of kin. Assess staff injuries and casualties Participates in the assessment of the overall impact of the event to the organization Provide family's) of affected staff with a point of contact for information and concerns 17

18 Understand Individual Team Roles Facilities? Premises & Logistics / Security: Participates in the assessment of the overall impact of the event to the organization Coordinate with utilities companies, and equipment vendors Manage facility issues (Security, Clean up, etc.) Determines staffing requirements to react to the crisis Responsible for facilities, relationship with building management, insurance, logistics 18

19 Understand Individual Team Roles Crisis Management Coordinator? Crisis Management & BCP: Responsible for coordinating crisis response activities Opens the conference bridges Activates the Crisis Management Team Provides for information gathering, analysis, and storage Acts as conduit for information from the onsite incident commander Assists the Crisis Management Team in responding and assessing the crisis situation (SME) Coordinates the day-to-day activities of the Command Center 19

20 Understand Individual Team Roles Onsite Incident Commander? Acts as Onsite Incident Commander Conducts initial damage / incident assessment Coordinates Security, Property, and personnel activities, and communicates activities and status to Crisis Coordinator and the Executive Crisis Management Team Ensures the safety and security of personnel and premises Coordinates with property, and external authorities Coordinates evacuation of premises if necessary, including working with fire wardens and allocating Security staff Preserves damaged assets and segregates for insurance purposes 20

21 Subject Matter Experts Vice President (area) Vice President (area) Legal Vice President Mktg Board of Directors Chairman - CEO Command Center Operations Executive Crisis Management Team Executive Rep - CAO CIO KEY DECISION MAKERS Crisis Management Coord CFO Support Team Info Coor. Ex. Admins Documentation, Catering, Coordination, Supplies Core Advisors Corporate Comm HR IT Property Security Vice President Region Onsite Incident Commander Property Info. Technology Corporate Comm Human Resources Physical Security Facilities, Assessment Assessment Message Center Triage Police, Fire Liaison Damage Assessment Transportation Recovery IT Security Press Officer EAP Benefits Production 21

22 Aligning Roles With Core Team Mission Key Decision Makers (Strategic) Chairman Guide / Decision maker Executive Representative / Spokesperson Decision maker / Corporate Spokesperson IT / Deputy Chairman Guide / Subject Matter Expert / Decision maker CFO / Finance Subject Matter Expert / Decision maker / Release of funds Crisis Management / BCP Subject Matter Expert / Decision maker / CMT Coordinator 22

23 Aligning Roles With Core Team Mission Critical Crisis Management (Tactical) Onsite Incident Commander Provides initial damage assessment / incident status Coordinates onsite incident response activities Information relay to Crisis Management Coordinator and Executive Crisis Management Team Secures site Ensures safety of employees Coordinates with Security, Premises, Public Authorities Department Recovery Teams Activates and follows business continuity and disaster recovery plans 23

24 Aligning Roles With Core Team Mission Core Team Support Messaging (Corporate Communications) Internal External Coordinates with Executive Representative (Corporate Spokesperson) Command Center Support Team (Information Mgmt) Information officer Command Center support Status reporting to Executive Crisis Management Team Employee Assistance (HR) Counseling / EAP Next of kin notification Insurance issues related to employees Supporting accounting of missing employees 24

25 Crisis Determination / Notification Determining a crisis Define criteria Using decision matrix Decide event level (escalation) Decide appropriate response (who is activated) Who determines? Define Chairman Who notifies? Define Crisis Management Coordinator Define Communication Channels 25

26 Tabletop Exercise Best Practices 26

27 Definition A Tabletop Exercise is: Scenario-based / simulates a real incident Presented to a select audience Presented in a comfortable setting Seems realistic Not a live drill or mock disaster Are designed around three main issues: Training the team Prioritizing actions and decisions Validating the Plan 27

28 Establish Goals Train team Familiarizes the team with responding to a crisis, and using the Crisis Management Plan Identifies deficiencies or enhancements to the Crisis Management Plan Tests team and plan effectiveness under pressure Critique the effectiveness of the team and plan, following the simulation Tests the effectiveness of both team and the plan in a simulated exercise 28

29 Define Expected Results The team will understand completely the goals, roles, process and procedure for responding quickly to any unexpected situation The team will be aligned with the vision, mission and overall intention of the plan The team will understand their roles and responsibilities during a crisis The team will be able to apply these new skills immediately in crisis situations 29

30 Provide Objectives Once your team has been trained and is prepared to respond to a crisis, we are ready to conduct the scenario-based tabletop exercise. The exercise will provide a fictitious crisis situation, which your team will then respond to using their skills & Crisis Management Plan. 30

31 Exercise Development SCENARIO A defined incident scenario (3-4 hours) Timeline for scenario Facilitator, participants, observers, scribes roles defined Scenario injects based on timeline of scenario PowerPoint presentation used to present incident information Templates to collect issues / action items 31

32 Exercise Development SCRIPTS Executive team scripts to provide additional area / department response information (gets team into action vs. discussion mode) Incident commander scripts used to call in damage assessment information to conference bridge (provides onsite incident info) Media scripts to address media questions 32

33 Exercise Development DEBRIEF Debrief session to identify lessons learned, critique team dynamics, and identify Crisis Management Plan enhancements Post report / action items / evaluation templates 33

34 Break See you back here in 15 minutes (Volunteers?) 34

35 Mini-Tabletop Exercise 35

36 Remember your Mission Statement Ensure the safety and security of all company personnel Responsible for managing the overall response to a crisis and ensuring the continuation of business Dedicated to safeguarding the reputation and corporate survival of the company by communicating and responding effectively during a crisis Responsible for ensuring that the recovery teams responses to the crisis convey confidence in the company and mitigate possible concerns to the public 36

37 Prioritize Key Decisions Define Prioritization Criteria People (life safety) Facilities (a place to do business) Business (continuing operations) Information (disaster recovery) Develop Strategies Provide status to business teams / incident commander Promote safety Provide response direction Span of control manage the manageable Provide information to employees / media 37

38 Who you are? SuperBankCorp A global financial organization based out of NYC The Corporate Headquarters is located in downtown NYC near Times Square There are 800 employees located in Corporate Headquarters The Corporate Data Center is located in the Headquarters building The Hotsite is located in New Jersey 38

39 Rules Actively Participate Act as you would during a disaster Work with other team members When the whistle blows - STOP 39

40 Fire! (Status #1) What You Know So Far Today: April 27, 2004 Time: 3:00 PM A fire is raging in the SuperBankCorp Headquarters Building located in downtown NYC. Flames and smoke are visible for miles around. Adjacent buildings are being evacuated. Little is known about the extent of damage and injuries at this time. What we do know is this: The data center power has been shutoff, all computer systems, power, and phone systems have been shutdown in the building. It appears that the fire may have started near the data center. The CMT is enroute to their offsite Command Center. People are self evacuating. 40

41 Assumptions The decision to activate the Crisis Management Team has already occurred. You have your crisis management plan with you. You have your phone lists and contact information with you. You have your cell phones on you. 41

42 Conduct Incident Assessment Review information (Facts) Identify what you know? Identify what you don t know? Identify priorities Identify impacts Identify options Identify strategies Identify team tasks 42

43 Media Response Time: 3:15 pm As police, fire, and ambulances arrive, local media representatives are also arriving and beginning to interview staff and people exiting the building. Is it true someone is dead? 43

44 Containment of Situation What are you doing to reduce panic? Control rumors? Calm staff and instill confidence in response? Communications to other sites? 44

45 Incident Update Time: 3:20 pm Employees have all been evacuated Fire department declares building safe. No UPS power. Phone system is down. Extreme water damage. Clean up is needed. Electrician provides time to repair UPS: 72 hours 45

46 End of Exercise 46

47 Summary Establish clear Executive Crisis Management team roles Understand how to manage and gain Information at time of crisis Understand how to communicate at time of crisis Understand how to prioritize key decisions Understand how act as an effective Crisis Management Team Participate in Tabletop Exercises 47

48 Questions 48

49 Contact Information Roseanne Rostron (office) (fax) 49