Preventing and preparing for a crisis requires multiple disciplines including: effective risk management, incident management, emergency management, business continuity, disaster recovery and crisis communications.
These inter-dependencies and ever-changing risk landscape have led organisations to view risk and crisis management within a broader and integrated context known as organisational resilience.
Many organisations face unique risks based on their industry but a common approach to building resilience is being adopted across industries and this includes:
Taking a strategic approach by embedding an integrated organisational resilience framework that is endorsed by the board and provides assurance to the executive and other key stakeholders
Creating a governance structure that includes a steering committee, allocation of resources (internal and external) and a program that reflects current risks, vulnerabilities, maturity, priorities, and reporting requirements
Integrating and embedding critical thinking through the use of tools, plans, training, testing and exercising.
in Organsational Resilience
Many of our clients operate in high-risk industries with large numbers of external stakeholders, regulators and significant community expectations. Our Organisational Resilience programs, frameworks and tools have successfully been embedded in leading organisations operating in critical infrastructure industries both in Australia and overseas.
Janellis have been working with executive leadership teams in building their crisis management expertise for over ten years and understand that the Executive Team and the Board has a key role in preparing for and responding to a crisis.
We have a robust executive capability development process that has been applied to corporates, infrastructure groups and government agencies. Our crisis tools and training programs are aimed at improving the capabilities of people and teams in their decision making and response process.
Scenario-based planning is a tool for further analysing and understanding the potential impacts of an identified threat or vulnerability to the business, and exploring options and approaches for minimising the potential likelihood, and the negative impact.
Scenario modelling can help to understand the level of planning and readiness required to manage the risk, and assist in raising awareness of the risk.
Scenario-based planning should be used for those ‘catastrophic risks’ assessed to have a major or significant consequence, of which we have limited understanding, irrespective of the likelihood. These are often risks that are too expensive to mitigate, or area result of multiple risks escalating, compounding or converging in an unlikely way.
Catastrophic or extreme events usually require a significant or coordinated response capability across the organisation and with external parties. This is particularly important where the consequences of these risks may include intense political, media or community interest and/or the potential loss of confidence from key stakeholders.
A crisis by its very nature is going to challenge any team. The interdependencies that exist between organisations means that diverse stakeholder groups will need to work together in a significant emergency or crisis event to respond effectively.
Capabilities and plans need to be aligned with critical suppliers and relevant agencies who would need to work together. This applies to all organisations to some degree but critical infrastructure providers have an added level of community expectation and critical dependencies.
Conducting regular multi-agency awareness sessions allows organisations to understand where gaps exist, prior to an event occurring. Organisations must be proactive in identifying stakeholder groups they need to work with in an emergency or crisis to understand what they can do to support one another during an event.
Janellis multi-agency workshops involve executive crisis teams, emergency management teams, local emergency services agencies, government and critical suppliers coming together in an interactive hypothetical activity to raise awareness and create alignment around emergency management.
Most organisations have considered the role of communications as part of the response effort. However, often the communications team has not clearly defined it’s structure and process to ensure it can operate effectively in coordination with other teams and as a team itself.
We work with both communications teams and individuals within crisis management teams to build their capability and confidence to craft communications strategy, create key messages and engage effectively with key stakeholders before, during and after crisis events.
Key recommendations for developing and implementing crisis communications capability are:
Clearly defining roles and responsibilities for communications within all response teams
Creating a suite of pre-populated communication templates to accelerate development and delivery of stakeholder communication during an event
Ensuring any employee who may be called on to be a spokesperson in a crisis has undergone formal media training
Schedule, develop and facilitate a desktop / hypothetical to review the crisis communications capability in a scenario-based environment
Revise or amend any of the communications plans and concepts based on input and feedback from the scenario-based activity.
Exercise Development and Delivery
Crisis Management exercising is the process of applying the team and individual skills in an operating environment through scenario-based group activities. We use experiential-style training including hypotheticals, workshops, simulations and field exercises.
Scenario-based exercises allow us to highlight and refine the process for making decisions, gaining consensus and creating a plan of action.
In developing exercise programs, we follow a proven process which includes scoping, designing, facilitating and reporting. Our approach ensures there is a shared vision of the requirements and outcomes for the exercise including:
the drivers for that particular exercise/event
stakeholders to be involved
elements to be tested
elements to be trained
tools, plans and facilities to be used.
A detailed post-event report is produced and presented to the relevant stakeholders to review how the team worked against the key objectives set.
To ensure organisations can respond to low probability but high consequence risks (catastrophic risks) requires a resilience framework that goes ‘beyond risk management’ which embeds both a strong culture of risk management as well as an adaptive culture and capability to respond.
An Organisational Resilience Framework builds upon existing risk practices to assist all areas of the business in developing an integrated and coordinated capability to anticipate, adapt and respond to a range of threats that may impact or disrupt business, people or assets.
Our International Organisational Resilience Framework is being used as a roadmap for organisations starting their resilience journey as well as an assurance tool for organisations that already have the capability.
Organisational Resilience brings together all elements of capability under one enterprise-wide framework. It allows organisations to visually and virtually connect all aspects of resilience including: Risk Management, Security, Incident and Emergency Management, Crisis Management, Business Continuity and Disaster Recovery.
Greater levels of assurance are being sought by key stakeholders that teams and organisations have the capability to respond and resilience reporting is being used to assess the capacity and capability for specific assets and across the enterprise.
Digital solutions are transforming the way businesses operate.
Our custom-designed online platforms can communicate emergency and crisis management information to a broad group of stakeholders on multiple devices – for both training and response purposes.
Our digital crisis management solutions also aid teams in being agile and informed in crisis situations. This includes rapid notifications, access to internal data, media information and resources – assisting teams to communicate efficiently, effectively and make critical decisions.
From resilience portals to help your teams access critical information in plans, to online decision support tools that are available 24/7 on handheld devices. Our solutions give key decision makers access to the right information at the right time.