[CM] [SIT] [E1] [C10] During Crisis - Crisis Response and Decision-Making

Chapter 10

Singapore Institute of Technology

Introduction

During a crisis, the ability of Singapore Institute of Technology (SIT) to respond decisively, coordinate effectively, and communicate clearly is critical to safeguarding lives, maintaining institutional integrity, and ensuring continuity of essential academic and operational functions.

Aligned with ISO 22361:2022, crisis management at this stage involves coordinated leadership, structured decision-making, and timely communication to manage uncertainty and minimise impact.

This chapter outlines SIT’s approach to crisis response and decision-making through four key components:

1. Crisis Activation and Escalation Protocols
2. Incident Command System (ICS)
3. Crisis Response Procedures for Different Scenarios
4. Crisis Communication Execution

1. Crisis Activation and Escalation Protocols

1.1 Crisis Activation Criteria

SIT must establish clear trigger thresholds to determine when an incident escalates into a crisis requiring activation of the Crisis Management Team (CMT). These triggers include:

• Threats to life, safety, or health (e.g., campus accidents, pandemics)
• Disruption to critical academic delivery or digital infrastructure
• Reputational threats or media escalation
• Regulatory or national-level security implications

ISO 22361 emphasises that crises require timely and strategic responses beyond routine incident handling and necessitate formal activation protocols.

1.2 Escalation Framework

A structured escalation model ensures timely decision-making:

1.3 Activation Process

Once a crisis is declared:

• Activate the Crisis Management Team (CMT)
• Establish Crisis Operations Centre (physical/virtual)
• Initiate situation reporting and intelligence gathering
• Assign roles and responsibilities

This aligns with ISO 22361’s requirement for clear authority, defined roles, and coordinated response structures.

2. Incident Command System (ICS) for Singapore Institute of Technology

2.1 ICS Framework Overview

SIT should adopt an Incident Command System (ICS) to ensure structured command, control, and coordination during crises.

ICS provides:

• A standardised hierarchy
• Clear reporting lines
• Scalable structure for different crisis magnitudes
• Integrated communication and resource management

ICS is designed to create a unified and flexible management structure capable of handling incidents of varying complexity.

2.2 SIT ICS Structure

2.3 Key ICS Principles for SIT

• Unity of Command: Each member reports to one supervisor
• Scalability: Structure expands or contracts as needed
• Common Terminology: Ensures clarity across departments
• Integrated Coordination: Enables cross-functional collaboration

This aligns with ISO 22361’s emphasis on structured coordination and leadership during crises.

3. Crisis Response Procedures for Different Scenarios

SIT must implement scenario-specific response procedures while maintaining a consistent decision-making framework.

3.1 Scenario-Based Response Approach

3.2 Decision-Making Framework

ISO 22361 highlights the importance of strategic crisis decision-making under uncertainty, requiring:

• Rapid situation assessment (“sense-making”)
• Timely decision execution
• Continuous reassessment as the crisis evolves

3.3 SIT Decision Principles

• Life safety takes precedence over all operations
• Decisions must be evidence-based and time-sensitive
• Maintain alignment with national authorities (e.g., MOE, SCDF)
• Ensure transparency and accountability

4. Crisis Communication Execution (Internal & External)

4.1 Communication Objectives

Effective communication during a crisis must:

• Protect stakeholders (students, staff, partners)
• Maintain SIT’s reputation
• Prevent misinformation and panic

ISO 22361 stresses that timely, accurate, and credible communication is essential to effective crisis management.

4.2 Internal Communication

Channels:

• Email alerts and SMS notifications
• Learning management systems (LMS)
• Staff and student portals

Content:

• Situation updates
• Safety instructions
• Operational changes (e.g., class suspension, relocation)

4.3 External Communication

Stakeholders:

• Media
• Parents and public
• Government agencies
• Industry partners

Channels:

• Official website updates
• Social media platforms
• Press releases

4.4 Communication Governance

• Single source of truth (Communications Lead)
• Pre-approved messaging templates
• Real-time monitoring of public sentiment

4.5 Key Communication Principles

• Accuracy over speed—but avoid delays
• Consistency across all channels
• Empathy and clarity in messaging
• Transparency to build trust

 The “During Crisis” phase represents the most critical test of SIT’s crisis management capability, where preparation is translated into action.

By implementing structured activation protocols, an Incident Command System, scenario-based response procedures, and robust communication strategies, SIT can ensure an effective and coordinated response to crises.

Aligned with ISO 22361, the emphasis on leadership, decision-making, and communication enables SIT not only to manage immediate disruptions but also to preserve stakeholder confidence and institutional resilience.

Ultimately, a well-executed crisis response ensures that SIT remains a safe, adaptive, and resilient campus, capable of navigating uncertainty while continuing to fulfil its academic mission.