---
title: [CM] [SMU] [C7] During Crisis - Crisis Response and Decision-Making
description: [CM] [SMU] [C7] During Crisis - Crisis Response and Decision-Making
image: https://blog.bcm-institute.org/hubfs/Singapore%20Management%20University%20SMU%20Morepost/CM%20for%20SMU/IC_SMU%20CM%202_During%20Crisis.png
---
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##### Ebook Series
# \[CM\] \[SMU\] \[C7\] During Crisis - Crisis Response and Decision-Making
This eBook, Managing the Unexpected: Crisis Management Planning for SMU, is a comprehensive guide to implementing Crisis Management (CM) within Singapore Management University (SMU) operations.
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.
[Moh Heng Goh](https://blog.bcm-institute.org/en-sg/ebook-cm/author/moh-heng-goh) Feb 2, 2025
###### Crisis Management Certified Planner-Specialist-Expert
### **Chapter 7: Dring Crisis - Crisis Response and Decision-Making**
#### Crisis Activation and Escalation Protocols
##### Overview
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/90330b2a-697c-45a7-9b86-538d63a5baa9)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.
| [](https://cta-redirect.hubspot.com/cta/redirect/3893111/a31a256f-0841-4086-b662-f7d7564978b4) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/49fd76d9-0204-462a-99c2-2cdbc6d3eaca) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/3a8018a1-05fc-46a1-bba9-1c79ef638a72) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/13a89b5d-0dd4-470d-a5c6-0cec854411d9) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/83072019-114b-40c4-b876-c073b05d4cba) |
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#### 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 \[CM-5\].
| [](https://cta-redirect.hubspot.com/cta/redirect/3893111/5ffecd2d-8000-4805-b5e3-e9ead2e259cc) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/c3546220-6c76-4a10-8c76-4040b94e09e5) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/03294547-1df3-435c-9243-971c3d9bb6ce) | | |
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| [](https://cta-redirect.hubspot.com/cta/redirect/3893111/c8aaf76b-4c0b-402a-ad12-c8aff24eb911) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/695c974d-ad26-4e7b-b4d2-25ca9e080e0a) | Please feel free to send us a note if you have any questions. [![Email to Sales Team \[BCM Institute\]](https://no-cache.hubspot.com/cta/default/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/397d3df1-5691-4ee9-ba12-2cbe42fc8844) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/30bcbbbf-c8ea-48d8-8643-da2638f3f0f8) |
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