[BCM] [PD] [SOP]  Incident Response: Rioting /Assault

Standard Operating Procedure (SOP)

Incident Response

Rioting / Assault

Rioting, violent disturbances, and physical assaults present significant safety, operational, and reputational risks to residential care settings, particularly where vulnerable residents require continuous supervision and care.

Such incidents can arise suddenly, escalate rapidly, and disrupt access to facilities, staffing availability, and essential services.

This Standard Operating Procedure (SOP) provides a structured, controlled framework for preventing, responding to, and recovering from rioting or assault incidents, prioritising resident safety, staff welfare, and the continuity of critical care services.

It is designed to ensure that the Agency responds decisively, consistently, and in coordination with external authorities while maintaining compliance with regulatory and funding obligations.

Aligned with Annex B: Prevailing Business Continuity Plan (BCP) Requirements for MSF-Funded Programmes, this SOP forms an integral component of the Agency-endorsed BCP.

It establishes clear governance, defined roles and responsibilities, escalation thresholds, and continuity arrangements, ensuring that violent incidents are managed effectively, documented appropriately, and reviewed for continual improvement.

Purpose

This SOP establishes a structured and controlled response to rioting or assault incidents that threaten the safety of residents, staff, or the continuity of critical care services.

It supports the Agency’s compliance with Annex B: Prevailing BCP Requirements for MSF-Funded Programmes by ensuring that:

• Critical business functions are maintained during significant operational disruptions
• Roles, responsibilities, and escalation protocols are clearly defined
• Incident response actions are documented, reviewable, and auditable
• Business continuity arrangements are tested, reviewed, and improved periodically

Scope

This SOP applies to:

• All staff, volunteers, contractors, and management
• All residential premises operated by the Agency
• Any rioting, violent disturbance, or physical assault, whether:
  • Occurring on-site, or
  • Occurring in the surrounding vicinity and affecting safe operations or access

This SOP forms part of the Agency-endorsed Business Continuity Plan (BCP) submitted to MSF.

Governance & MSF BCP Compliance Alignment

3.1 Board & Management Accountability

• This SOP is endorsed as part of the Agency-endorsed BCP by the Board of Directors (or equivalent approving body) prior to submission to MSF.
• Ultimate responsibility for effectiveness, maintenance, and compliance rests with the Agency.

3.2 BCM Coordinator Requirement

In accordance with Annex B:

• At least one BCM Coordinator shall be appointed
• The BCM Coordinator shall:
  • Possess industry-recognised fundamental BCM certification
  • Drive the development, implementation, review, and testing of this SOP
• Interim covering officers may be appointed for up to 6 months, where required

3.3 Review & Submission

• This SOP shall be:
  • Reviewed at least annually
  • Updated following incidents, exercises, or MSF feedback
  • Submitted to MSF (Children in Care Service, where applicable) as part of:
    • BCP updates
    • BCP review reports

Business Continuity Management (BCM) Context

4.1 Threat Classification

Rioting / Assault is classified as a Significant Operational Disruption due to:

• Immediate safety risks to vulnerable residents
• Potential loss of facility access or functionality
• Psychological trauma affecting residents and staff
• Possible prolonged service disruption

4.2 Critical Business Functions

The following functions must be maintained at all times:

• Resident safety and supervision
• Medical and personal care
• Safeguarding and child / elder protection
• Incident communication and coordination
• Regulatory and MSF reporting obligations

Roles & Responsibilities

Alternates must be defined in the BCP.

Incident Response Procedures

Detection & Initial Reporting

1. Immediate Emergency Response
   • Any staff witnessing or alerted to rioting or assault must:
     • Call 995 immediately
     • Activate internal emergency alert procedures
2. Notification
   • Inform Incident Commander and Safety Lead without delay
   • Record time, location, and nature of the incident
3. Preliminary Assessment
   • Assess threat severity
   • Determine potential impact on:
     • Resident safety
     • Facility access
     • Staffing sufficiency

BCP Activation Criteria

The Incident Commander shall activate the BCP if:

• There is a credible threat to resident or staff safety
• Normal care operations are disrupted or at risk
• External authorities (Police/SCDF) take control of the site or the surrounding area

BCP activation must be documented.

Safety & Containment Measures

1. Lockdown / Safe Area Activation
   • Secure all entry points
   • Move residents to pre-designated safe rooms
   • Conduct headcount and accountability checks
2. De-escalation & Protection
   • Staff must not physically intervene unless trained and necessary to prevent immediate harm
   • Follow the police instructions strictly
3. Authority Coordination
   • Provide accurate information to the Police/SCDF
   • Facilitate access while maintaining resident confidentiality

Continuity of Critical Services

In line with Annex B requirement to maintain critical business functions:

• Re-assign staff to essential roles
• Prioritise medical, supervision, and safeguarding needs
• Implement continuity staffing arrangements (extended shifts, relief staff, redeployment)

Communication Protocols

Internal

• Situation updates via approved channels
• Maintain incident log (actions, decisions, timings)

External

• Notify MSF if:
  • BCP is activated
  • Resident safety is impacted
  • Operations are materially disrupted
• Notify families with factual, timely updates

Recovery & Restoration

Post-Incident Assessment

• Assess:
  • Physical damage
  • Psychological impact on residents and staff
  • Operational disruptions

7.2 Service Restoration

• Resume normal operations in phases
• Reinstate standard staffing and access controls

7.3 After-Action Review

• Led by BCM Coordinator
• Report submitted for:
  • Management review
  • Board endorsement
  • MSF submission (if required)

Training, Testing & Validation

In compliance with Annexe B:

• Staff shall receive training on:
  • Riot/assault response
  • Lockdown and continuity procedures
• Annual exercises shall include violent incident scenarios
• MSF validation exercises may be incorporated into reviews where applicable

Documentation & Audit Readiness

The Agency shall maintain:

• Incident reports
• BCP activation records
• Training and certification records of BCM Coordinator(s)
• Exercise and review reports

These shall be retained for the duration of the MSF funding agreement and made available for MSF audit or checks.

SOP Review & Control

This SOP operationalises the Annexe B BCP requirements by embedding structured incident response, continuity planning, governance oversight, and audit readiness into the Agency’s daily operations.

It ensures that even during violent disruptions, resident safety, care continuity, and regulatory compliance are upheld.