[CM] [PB] Playbook for Incident Response to Terrorism, Civil Unrest and Demonstrations

Action Steps for Threats against Terrorism, Civil Unrest and Demonstrations

The Incident Management Team should consider implementing some or all of the following measures, depending on the threat:

Description of Terrorism, Civil Unrest and Demonstrations

Terrorism, civil unrest, and demonstrations pose significant threats to individuals, organizations, and societies.

Terrorism involves the use of violence or threats to intimidate or coerce a population or government to achieve political or ideological goals.

Civil unrest can arise from various socio-economic and political factors, often manifesting in protests, demonstrations, or riots that can escalate into violence and property damage.

While usually peaceful expressions of dissent, demonstrations can also turn volatile, leading to clashes with law enforcement and disruptions to public order. These threats can cause physical harm, economic loss, and reputational damage, requiring comprehensive and coordinated response strategies.

This playbook is a training aid for Module 2 Session 2 of the CM-300/ 5000 Implementer/ Expert Implementer Course participants to attempt the CM plan development assignment.

Scenario: A Terrorism Act, Civil Unrest and Demonstrations Affecting Your Organisation

Pre-Crisis: Managing Terrorism, Civil Unrest, and Demonstrations

Threat Assessment and Risk Management

Identify Potential Threats and Vulnerabilities

Conduct a comprehensive assessment of the organization's potential targets, critical infrastructure, and assets.
Identify potential threats based on historical data, geographical location, industry sector, and other relevant factors.
Analyze vulnerabilities in security systems, personnel, procedures, and technology.

Conduct Threat Assessments and Risk Analysis

Evaluate the likelihood and potential impact of identified threats.
Prioritize threats based on their severity and probability.
Develop a threat matrix to visualize and manage risks effectively.

Develop Early Warning Indicators and Monitoring Systems

Establish a system for collecting and analyzing information from various sources (media, intelligence, social media, etc.).
Identify early warning indicators of potential threats or unrest.
Implement monitoring systems to track and analyze these indicators.

Implement Preventive Measures and Mitigation Strategies

Develop and implement security protocols and procedures.
Conduct regular security audits and assessments.
Enhance physical security measures (access control, surveillance, perimeter protection).
Implement cybersecurity measures to protect digital assets and information.
Train employees on security awareness and threat recognition.
Establish crisis communication plans and procedures.

Pre-Crisis Planning and Preparation

Crisis Communication Plan

Develop clear and concise messaging for different crisis scenarios.
Identify key stakeholders and communication channels.
Designate communication roles and responsibilities.
Create media response guidelines and talking points.
Establish a social media crisis communication strategy.

Media Relations Strategy

Build relationships with critical media outlets.
Develop media contact lists and protocols.
Train spokespersons on media interview techniques.
Establish a designated media centre or press area.

Emergency Response Plans

Develop comprehensive emergency response plans for various crises (terrorism, civil unrest, demonstrations).
Outline evacuation procedures, assembly points, and emergency contact information.
Identify emergency response teams and assign roles and responsibilities.
Conduct regular emergency drills and exercises.

Evacuation Procedures

Develop clear and concise evacuation procedures for all facilities.
Conduct evacuation drills to test procedures and identify areas for improvement.
Ensure adequate signage and emergency lighting.
Establish designated assembly points and safe zones.

Staff Training and Education

Provide crisis management training to all employees.
Conduct security awareness training to enhance vigilance.
Train designated personnel in first aid, CPR, and other emergency response skills.

Resource Allocation and Procurement

Identify and secure necessary resources for crisis response (equipment, supplies, personnel).
Establish procurement procedures for emergency supplies.
Develop contingency plans for resource shortages.

Collaboration with External Agencies

Build relationships with law enforcement, emergency services, and other relevant agencies.
Establish mutual aid agreements and protocols.
Conduct joint exercises and training with external partners.

Business Continuity Planning

Develop plans to maintain critical business operations during and after a crisis.
Identify essential functions and critical processes.
Develop backup and recovery procedures for data and systems.
Establish alternative work arrangements and communication channels.

By diligently implementing these pre-crisis measures, organizations can significantly enhance their preparedness to manage terrorism, civil unrest, and demonstrations effectively.

Action Steps for During-Crisis

Crisis Response and Management

Crisis Activation and Initial Response

Activate Crisis Management Team. Convene the crisis management team according to the incident level and predetermined protocols.
Establish Command and Control. Designate a crisis incident commander and establish clear lines of authority and communication.
Initiate Emergency Response Plans. Activate relevant emergency response plans based on the nature of the crisis.
Secure the Scene. Isolate the affected area and implement security measures to protect personnel and assets.

Situation Assessment and Information Gathering

Rapid Situation Assessment. Conduct a swift assessment of the crisis, including its nature, scope, and potential impact.
Information Gathering. Collect information from multiple sources (employees, law enforcement, media, social media) to comprehensively understand the situation.
Intelligence Analysis. Analyze available information to identify patterns, trends, and potential threats.
Risk Assessment. Evaluate the evolving situation to identify potential risks and develop mitigation strategies.

Decision Making and Coordination

Centralized Decision Making. Establish a centralized decision-making process with clear authority and accountability.
Cross-Functional Collaboration. Foster collaboration among departments and teams to ensure a coordinated response.
External Coordination. Establish and maintain communication with law enforcement, emergency services, and other external agencies.
Resource Allocation. Allocate available resources effectively to address critical needs and priorities.

Communication and Public Relations

Activate Communication Plan: Implement the pre-developed crisis communication plan.
Key Message Development: Develop clear and consistent key messages for internal and external stakeholders.
Media Relations: Manage media inquiries, provide accurate information, and maintain a positive organizational image.
Social Media Monitoring: Monitor social media platforms for relevant information and potential threats.
Stakeholder Communication: Communicate with employees, customers, partners, and other stakeholders to provide updates and address concerns.

Incident Management and Control

Incident Command System (ICS): Implement the ICS framework for effective incident management.
On-Scene Coordination: Coordinate response efforts with law enforcement and other agencies on-site.
Evacuation and Shelter-in-Place: Execute evacuation or shelter-in-place procedures as necessary.
Damage Assessment: Assess the extent of damage to property, equipment, and infrastructure.

Security and Protection

Personnel Safety: Prioritize the safety and well-being of employees and other personnel.
Asset Protection: Protect organizational assets, including physical, information, and intellectual property.
Threat Mitigation: Implement measures to neutralize threats and prevent further escalation.

Crisis Containment and Escalation Management

Crisis Containment: Implement strategies to contain the crisis and prevent its spread.
Escalation Management: Develop plans to manage potential escalation of the situation.
Negotiation and Mediation: Utilize negotiation and mediation techniques to resolve conflicts peacefully.

By following these guidelines, organizations can effectively manage and respond to terrorism, civil unrest, and demonstrations, minimizing their impact and protecting people, assets, and reputation.

Action Steps for Post-Crisis

Post-Crisis Recovery and Evaluation

Damage Assessment and Recovery Planning

Conduct Comprehensive Assessment: Assess the extent of physical, financial, and reputational damage caused by the crisis.
Prioritize Recovery Efforts: Identify critical areas requiring immediate attention and develop a recovery plan.
Resource Allocation: Allocate necessary resources for recovery efforts, including financial, human, and material assets.
Infrastructure Restoration: Restore damaged infrastructure and systems to operational status.
Business Continuity: Implement measures to resume normal business operations as quickly as possible.

Employee Support and Counseling

Employee Well-being: Assess the psychological impact of the crisis on employees.
Counselling and Support Services: Provide counselling and support services to affected employees.
Return to Work Support: Assist employees in returning to work and resuming their duties.
Workplace Rehabilitation: Create a supportive work environment to facilitate recovery and healing.

Lessons Learned and Improvement Actions

After-Action Review: Conduct a thorough review of the crisis response to identify lessons learned.
Identify Strengths and Weaknesses: Evaluate the organization's strengths and weaknesses in handling the crisis.
Develop Improvement Actions: Develop specific actions to address identified shortcomings.
Update Crisis Playbook: Incorporate lessons learned into the crisis playbook for future reference.

After-Action Review and Documentation

Document Crisis Response: Create a detailed record of the crisis incident, including timelines, decisions, and actions taken.
Evaluate Crisis Management Team Performance: Assess the performance of the crisis management team.
Identify Areas for Improvement: Determine areas where the crisis response could be enhanced.
Share Lessons Learned: Communicate lessons learned to relevant stakeholders within and outside the organization.

External Communications and Reputation Management

Maintain Open Communication: Continue to communicate with stakeholders about the recovery process.
Address Public Concerns: Respond to public concerns and misinformation.
Reputation Management: Implement strategies to restore and enhance the organization's reputation.
Media Relations: Manage media inquiries and maintain positive media coverage.

By effectively managing the post-crisis phase, organizations can minimize the long-term impact of the crisis, learn from their experiences, and build resilience for future challenges.

Summing Up ...

This crisis playbook outlines a comprehensive framework for managing terrorism, civil unrest, and demonstrations.

It emphasizes the importance of proactive threat assessment, risk management, and pre-crisis planning. Key elements include developing a robust communication strategy, establishing emergency response procedures, and training staff on crisis response protocols.

The playbook also details crisis response actions, such as activating crisis management teams, conducting situation assessments, and coordinating with external agencies.

Furthermore, the playbook underscores the significance of post-crisis recovery, including damage assessment, employee support, and lessons learned. By following this playbook, organizations can enhance their preparedness, mitigate risks, and effectively manage crises, ultimately protecting personnel, assets, and reputation.

Effective management of terrorism, civil unrest, and demonstrations requires a comprehensive and proactive approach. This playbook provides a structured framework for organizations to assess threats, develop response plans, and coordinate efforts during and after a crisis.

By emphasizing preparedness, communication, and collaboration, this playbook aims to enhance organizational resilience and minimize the impact of such incidents, safeguarding personnel, assets, and reputation. Regularly reviewing and updating the playbook ensures its effectiveness in an ever-evolving threat landscape.

More Information About Crisis Management Courses

To learn more about the course and schedule, click the buttons below for the CM-300 Crisis Management Implementer [CM-3] and the CM-5000 Crisis Management Expert Implementer [CM-5].