A Masterclass in Crisis Management Presented by Alba 17 th June 2011

What we will cover Understanding Responding Being prepared

Understanding a crisis It is unexpected Time is short Decisions are required urgently Urgent requests for information Loss of control Routine business becomes difficult to manage

Understanding a crisis Specific threats are identified Pressures build over time Demands are made to blame Communications are difficult to manage Outsiders take a new interest Reputation is at risk

Responding to a crisis Diagnosis Gather information – identify impact Engage appropriate staff and stakeholders Identify desirable outcomes

Responding to a crisis Turning the problem around Create a crisis plan Allocate roles Communicate to generate trust

Responding to a crisis Bringing about change Make and carry out decisions Monitor the plan’s implementation – minimise losses Communicate to maintain trust and reputation

Responding to a crisis Learning What has been learned? How can we use the learning?

Being prepared Outward vision Up-to-date awareness of strategic issues Connected to key networks Positive relationships Active collaboration Aware of public and service user opinion

Being prepared Internal strength Individuals with a range of skills and knowledge Strong communication mechanisms, using a range of media Excellent, up-to-date information systems

Being prepared Undertake…. Regular risk assessments Scenario planning to identify likely crises and their impact A plan of action for anticipated crises

Being prepared Crisis procedures Define roles and responsibilities Allocate them Create a communication plan

Being prepared Communicate and test Ensure staff know about the plans that affect them Undertake any training necessary Test plans and review as necessary

A Masterclass in Crisis Management Presented by Alba