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Annex H
(Informative)
H. Examples of Site Crisis Plan
H.1 Purpose
The overall purpose of the workbook is to provide a consistent and complete Crisis Management Plan for the COMPANY SITE facility. This Plan builds upon the information contained in the COMPANY Crisis Manual and includes Business Continuity/Disaster Recovery Plans that are pertinent to each Business Site and Functional Unit located in this complex of facilities.
H.2 Introduction
A crisis is characterized as an extreme threat to important values, with intense time pressures, high stress, and the need for rapid but careful decision making. It is often a turning point in which a situation of impending danger to the organization runs the risk of escalating in intensity, interfering with normal business operations, jeopardizing the organization’s public image, and damaging the bottom line. Either a sudden event or a long smoldering issue may trigger a crisis. It is essential to maintain an established and validated process to manage any conceptualized crisis, so as to limit the intensity of a negative threat or event to persons working on behalf of the organization, and to COMPANY’s products, services, financial condition, and reputation.
The SITE facility will first attempt to contain and manage crises on a local basis, escalating in accordance with the COMPANY’S Crisis Manual.
H.3 Roles, Responsibilities and Contacts
SITE facility local crisis contacts are provided under Community Partnerships and Contacts (see page 102).
H.4 Process
SITE will follow the crisis processes outlined below.
Figure 14: Activating a Crisis Response Plan
Below is a list of Crisis Management tools and templates. These tools and templates can be viewed and downloaded from the SCRLC web site.
Worksheet 1: Roles and Contact Information
Identify the roles and personnel to be on call considering that sometimes a crisis can affect the organization but does not disrupt the regular operations or affect just one single area. Below you’ll find a description of the roles and responsibilities that each title may function within.
Worksheet 2: Distribution and Procedure List
Create a distribution list in your company address book of the roles and personnel identified in Section 1.
Create a list of COMPANY policies, procedures, and training so that the team can follow company standards in handling issues during the crisis management phase. Some of these include:
- Crisis Management Policy;
- Company Global Security Policy;
- Website;
- Workplace Violence Guidelines; and
- Crisis Management Training.
Worksheet 3: Initial Assessment Checklist
An initial assessment checklist enables the crisis response team to capture the facts of the incident at a high level. Assigning a case number allows the team to collate other tools and templates to the same case.
Worksheet 4: Extent of Damage Report
An Extent of Damage Report can be used during the initial analysis as well as later during the most in depth review. Using the report at multiple points in the crisis management process enables the team to assess how well the initial and on-going assessments were captured.
Worksheet 5: Site Damage Evaluation
A Site Damage Evaluation goes into more depth than an Extent of Damage Report and can be used for each item captured on the Extent of Damage Report.
Worksheet 6: Site Security
A Site Security Report is an assessment tool to determine if security gaps exist as a result of the incident.
Worksheet 7: Crisis Management Team Task Checklist
A Crisis Management Team Task Checklist is a tool for the team to use to identify if specific tasks have been completed, by whom, and when.
Worksheet 8: Priority Process Checklist
A Priority Process Checklist allows the team to assess which priority processes have or will be impacted by the incident.
Worksheet 9: Business Critical Telephone Numbers
A Business Critical Telephone Number List allows the team to have easy access to corporate profile information for services (e.g., healthcare, software support, etc.)
Worksheet 10: Business Crisis Management Team
A Business Crisis Management Team worksheet identifies the key information for enterprise level leadership who need to be kept apprised of the situation.
Worksheet 11: Crisis Response Damage and Assessment
A Crisis Response Damage Assessment Worksheet extends the Business Crisis Management Team beyond enterprise level executives to individuals responsible for business services (e.g., communications, security, legal, etc.).
Worksheet 12: Subject Matter Experts
A Subject Matter Expert Report identifies who the expert is for a business process.
Worksheet 13: Business Crisis Management Assessment, Recovery, and Subject Matter Experts
A Business Crisis Management Assessment, Recovery, and Subject Matter Experts Worksheet identifies the roles, responsibility, and authority to handle the incident.
Worksheet 14: External Agencies and Action Contacts
An External Agency and Action Contacts Matrix provides the team with a ready list of local and federal services which may needed to support the incident.
Worksheet 15: Network Connectivity
A Network Connectivity Report identifies the organizational networks which may be called upon for support.
Worksheet 16: Post Office and Courier Recovery
A Post Office and Courier Recovery Report identifies the key services which may be utilized to help expedite processing of crisis response actions.
Worksheet 17: Priority Business Suppliers
A Priority Business Supplier Report identifies suppliers, service provider, and government agencies which may need to be made aware of the incident.
Worksheet 18: Software Vendors
A Software Vendor Report tracks the owners and contact information for software applications which may be vulnerable due to the incident.
Worksheet 19: Supplier Communications
A Supplier Communication Report can help a team track which suppliers have received communications and which communications they have received.
Worksheet 20: IT Team
An IT Team Report identifies the Subject Matter Experts needed to repair or rebuild systems.
Worksheet 21: External Agencies
An External Agency Report identifies the external agencies which may need to be made aware of the situation (e.g., radio, television, newspaper, etc.).
The following crisis management diagrams (1 – 5) identify process flows to guide a Crisis Management team in managing incident response. (NOTE: In each diagram, bold text reflects differences between preceding diagrams.) The following scenarios represent, respectively:
- Potential harm to humans rather than physical assets;
- Potential harm to physical rather than human assets;
- Facility incapacitated but people OK;
- Facility incapacitated with harm to people; and
- Business disrupted but people OK.
Crisis Management Diagram 1: Building OK/People at Risk
Crisis Management Diagram 2: Building at Risk/People at Risk
Crisis Management Diagram 3: Building Out/People OK
Crisis Management Diagram 4: Building Out/People Not OK
Crisis Management Diagram 5: Business Processes Out or Serious Adverse Product Event/People OK
CRISIS COMMUNICATIONS PLAN
Crisis Calls
In all crisis situations, the site Crisis Team Leader should alert the appropriate COMPANY Pole Crisis Leader listed in §E2.2. The company Spokesperson is given in §E2.2 and §E2.4.
See the Crisis Process Map in Annex H:
Next: Annex I
