[CM] [SMU] [C7] During Crisis - Crisis Response and Decision-Making

Chapter 7: Dring Crisis - Crisis Response and Decision-Making

Crisis Activation and Escalation Protocols

Overview

Crisis activation and escalation protocols ensure a structured response to critical incidents affecting Singapore Management University (SMU).

These protocols align with ISO 22361 standards, ensuring an effective and coordinated approach to crisis management.

Crisis Identification and Activation

Trigger Events: A crisis may be triggered by natural disasters, security incidents, IT system failures, reputational threats, or other disruptive events.
Initial Assessment: The first responder or designated personnel must assess the incident's severity, impact, and urgency.
Activation Levels:
- Level 1 – Minor Incident: Handled by operational teams with minimal disruption.
- Level 2—Significant Incident: This requires departmental coordination and limited crisis management team (CMT) activation.
- Level 3 – Major Crisis: University-wide impact, requiring full CMT activation.
Notification Protocol:
- All incidents must be reported through predefined communication channels.
- The Crisis Management Team (CMT) is alerted based on severity levels.
- Key stakeholders, including university leadership and external authorities, are notified as needed.

Escalation Process

Monitoring and Review: Continuous assessment ensures proper escalation if an incident worsens.
Decision Authority: Based on impact assessments, the Crisis Management Lead (CML) determines when to escalate.
Incident Documentation: All incidents and responses must be recorded for post-crisis evaluation and improvement.

Incident Command System (ICS) for SMU

Overview of ICS

The Incident Command System (ICS) provides a standardised structure for crisis response at SMU, ensuring clear roles, responsibilities, and communication flow.

This system aligns with ISO 22361 best practices and is adaptable to various crises.

ICS Structure at SMU

The ICS framework for SMU includes the following key roles:

Incident Commander (IC):
- Leads the crisis response.
- Establishes objectives and directs resources.
- Coordinates with internal and external stakeholders.
Operations Section:
- Executes crisis response actions.
- Coordinates emergency services and security teams.
Planning Section:
- Collects and analyses information.
- Develop action plans and forecasts for crisis evolution.
Logistics Section:
- Ensures resource availability (personnel, facilities, IT support, supplies).
Finance & Administration Section:
- Tracks cost related to the crisis response.
- Manages legal and compliance considerations.

ICS Activation and Communication

Incident Commander Appointment: The IC is assigned based on the type of crisis.
Command Center Setup: A physical or virtual crisis command centre is established for coordination.
Information Flow: Clear communication channels ensure accurate information sharing between ICS teams and stakeholders.
Situation Reports: Regular updates help in adjusting response strategies as required.

Post-Incident Review

Debriefing Sessions: Conducted to evaluate effectiveness and identify areas for improvement.
Lessons Learned Documentation: Insights are recorded to refine future crisis responses.
Training & Drills: Regular simulations help maintain preparedness across the university.

Crisis Response Procedures for Different Scenarios

Security Threats (e.g., Active Shooter, Terrorism)

Immediate Lockdown: Secure all buildings and alert security teams.
Emergency Communication: Notify staff, students, and authorities.
Law Enforcement Coordination: Work with police and emergency responders.
Evacuation or Shelter-in-Place: Implement depending on threat severity.

Cybersecurity Incidents

IT Threat Detection: Identify breaches or cyberattacks.
Incident Containment: Isolate affected systems.
Forensic Analysis: Assess damage and identify the attack source.
Communication & Mitigation: Inform stakeholders and restore systems.

Natural Disasters (e.g., Fire, Floods, Pandemics)

Emergency Evacuation Plans: Activate based on the nature of the disaster.
Resource Allocation: Provide medical aid, shelter, and logistical support.
Operational Continuity: Maintain essential services and academic functions.

Reputational Crises (e.g., Student Protests, Media Scandals)

Media Monitoring: Track news coverage and public sentiment.
Stakeholder Communication: Address concerns proactively.
Crisis Response Team Coordination: Develop clear messaging and response strategies.

Public Health Emergencies

Health & Safety Measures: Implement hygiene protocols and vaccination plans.
Medical Response Coordination: Work with health authorities.
Remote Learning & Operations: Ensure continuity through virtual platforms.

Crisis Communication Execution (Internal & External)

Internal Communication

Notification Systems: Utilise emergency alerts, emails, and intranet updates.
Employee & Student Briefings: Provide regular updates and instructions.
Support Services: Offer counseling and assistance programs.

External Communication

Public Statements: Issue timely and transparent messages.
Media Coordination: Engage with the press to control narratives.
Community Outreach: Maintain trust and provide relevant updates to the public.

Summing Up ...

By implementing these Crisis Response Procedures for Different Scenarios and a structured Crisis Communication Execution plan, SMU strengthens its resilience and ability to manage crises effectively, in alignment with ISO 22361 standards.

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].