Taking care of business The human factor in your crisis management equation Supportive Soltuions, Inc.

Emphasis on Preparedness There is an emphasis on preparedness. Most companies that Iwork with have crisis management teams, organizations or crisis command centers and many engage in routine simulations, table top excericses, etc. Preparedness as been integrated into the lingo globally. Ths missing link in many cases is the human factor Supportive Soltuions, Inc.

We’re not in Kansas anymore . . . Employees expectations changed Reputations were won or lost The most priceless asset is our workforce

Where to start ? Response Preparedness Response Two key components – Resopnse & Preparedness Now I put them in reverse order, because many companies mistakenly feel that if they have response services in place, they have taken care of their people. It’s like buying a can of icing to put on a cake and forgot the cake mix. Supportive Soltuions, Inc.

The many faces of crisis In some ways, 9/11 was a setup for us when it comes to planning. We became so focused on dealing with an event such as a 9/11, we failed to consider other types of disasters, with different impacts. Hence the devastating loss of Katrina. . . . And what are some of the differences? Supportive Soltuions, Inc.

A 30,000 ft view Physically contained versus widespread devastation Basic survival was the focus Short-term, intermediate, long term recovery will be defined very differently for the two events

What is your goal for developing the plan? To enhance the resiliency of the workforce following a traumatic event Accelerate business resumption after an event Increase loyalty of employees Protect the reputation of the company Plan for the worst and you’ll be prepared for anything.

Defining the goals of the plan: Short term? Intermediate? Long term?

A crisis is not static . . . neither is your plan The Crisis Plan A crisis is not static . . . neither is your plan Flexible Incremental Measurable A crisis in not statis, your plan should not be either. Supportive Soltuions, Inc.

Components of your plan Communication Reduce rumors Consensus about fact pattern Restore a sense of safety Outreach Family, support systems, contractors, remote employees, visitors Assessment Intervention Outcome Ongoing support There has been a movement toward more fixed stages in a response plan – when the focus might be be on the elements of the plan. Doesn’t happen always in the same order, some if not all stages might need to happen repeatedly. It might be best to measure the need in terms of frequency and intensity vs just moving down a fixed path. Supportive Soltuions, Inc.

Planning for resources: Contract for services in advance Ascertain your current contractors’ ability to handle your needs in a crisis Write HR policies to deal with multiple scenarios – funerals, memorial services, benefits, etc. Evaluate your ability to provide resources for your culturally diverse work force One company located in TX had one of the best developed crisis response plans around. They’d spent millions of dollars developing, training and maintaining their plan and team. During one of the first simulations they did, they realized that if one of their spanish speaking employee called into their hotline, there was no one to translate. Also 1/8 of their workforce was spanish speaking. Supportive Soltuions, Inc.

The practice of crisis response a paradigm shift practice standards have changed titrate the response to fit the natural recovery process offer interventions as an option and on a continuum (received/perceived)

PFA – Core Actions http://www.ncptsd.va.gov/pfa/PFA.html Contact and engagement Safety and Comfort Stabilization Information gathering: Current needs and concerns Practical assistance Connection with social supports Information on Coping Linkage with Collaborative Services

As with any good plan . . . An evaluation Evaluation of your process What worked? What didn’t? Were your goals met? (outcome measures)

Questions ??????