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Crisis Management 7 Flashcards

1
Q

What is emergency planning/response?

A

The planning and activity associated with detecting, containing, and dealing with the immediate impact of an event.

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2
Q

What is crisis management?

A

The process of supporting emergency management/response and business continuity operations while dealing strategically with the numerous issues that could impact the long-term viability of the organization.

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3
Q

What is business continuity?

A

The processes and procedures put in place to move from functioning during the crisis to functioning as normal operations after a business interruption.

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4
Q

What are the four elements of emergency management?

A
  1. Mitigation
  2. Preparedness
  3. Response
  4. Recovery
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5
Q

This element of emergency management is the process of putting protective measures in place to reduce the likelihood of a disaster occurring or to reduce the impact if a disaster does occur

A

Mitigation

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6
Q

This element of emergency management encompasses any activities, programs, and systems developed and implemented prior to an incident that may ber used to support and enhance mitigation of, response to, and recovery from disruptions, disaster, or emergencies.

A

Preparedness

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7
Q

This element of emergency management deals with executing the plan and performing duties and services to preserve and protect life and property as well as provide services to the surviving population.

A

Response

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8
Q

This element of emergency management ensures that the processes, resources, and capabilities of the organization are reestablished to meet ongoing operational requirements.

A

Recover

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9
Q

What is the goal of crisis management?

A

To protect the core assets of the organization (reputation, brand, financial wellbeing, trust, physical and intellectual property, and ley relationships) from as much harm as possible caused by a business-interrupting event.

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10
Q

What should an emergency or crisis management plan do?

A
  1. Deefine the term and scope of a crisis or emergency in terms relevant to the organization
  2. Establish a group or team to perform specific tasks before, during, and after a disruptive event
  3. Establish a method for using available resources or obtaining additional resources at the time of an event
  4. Provide a means for moving normal operations into and back out of crisis mode of operations
  5. Provide a plan and framework to continually test and maintain the plan and response capabilities.
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11
Q

How should an emergency and response team be structured?

A
  1. The emergency coordinator assumes responsibility for the plan
  2. A committee of representatives from critical departments should be appointed to help the coordinator organize the plan
  3. Alternate designations for the primary decision maker and anyone else charged, by name or position, in the plan must be made
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12
Q

What are common features of Incident Command Systems (ICS)?

A
  1. Command
  2. Operations
  3. Planning
  4. Logistics
  5. Administrative/finance
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13
Q

The crisis management team should have members from what areas or departments?

A
  1. Execuivdes
  2. Human resources
  3. Public affairs/communications
  4. Safety/security
  5. IT
  6. Legal
  7. Finance or other shared service
  8. Financial or other shared service
  9. Critical operational departments
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14
Q

At what three levels can crisis management teams operate?

A
  1. Operational
  2. Tactical
  3. Strategic.
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15
Q

What are the goals of continuity planning?

A
  1. Save lies and reduce chances of further injuries or deaths
  2. Protect assets
  3. Restore critical business processes and systems
  4. Reduce the length of the interruption of business
  5. Protect reputation damage
  6. Control media coverage
  7. Maintain customer relations.
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16
Q

What is the relationship between the business continuity team and the crisis management team?

A

The business continuity team is treated separately and as a support for the overarching crisis management team.

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17
Q

What should business continuity plans and procedures do?

A
  1. Establish the appropriate notification and communications protocol
  2. Be specific regarding the immediate steps that should be taken during a disruption
  3. Be flexible to respond to unanticipated threat scenarios and changing conditions
  4. Focus on the impact of events that could potentially disrupt operations
  5. Be developed based on stated assumptions and interdependencies
  6. Be effective in minimizing consequences through appropriate mitigation strategies.
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18
Q

How should threats and vulnerabilities to the business be identified, evaluated, and prioritized?

A

Through a risk assessment.

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19
Q

How can the likelihood of crisis incidents occurring be estimated?

A

By assessing the organization’s changing profile and the security measures already in place.

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20
Q

How can the consequences of an incident be assessed?

A

Based on knowledge of the assets at risk.

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21
Q

What is management’s role in developing a business continuity plan?

A

Management must be directly involved in the identification and evaluation of the organizational assets as part of the plan development.

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22
Q

What is the goal of emergency and crisis plan exercises?

A

To measure the staff’s ability to effectively respond, recover, and continue to perform assigned business activities when faced with specific disruptive scenarios.
To ensure that technology resources function as planned and that staff members are adequately trained in the use and application.

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23
Q

What are four types of exercises?

A
  1. Orientation
  2. Tabletop
  3. Functional
  4. Full scale
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24
Q

What is the purpose of a business impact analysis (BIA)?

A

To identify and evaluate the potential impact of a disruptive event to an organization’s operations?

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25
Q

What should be addressed in a business impact analysis (BIA)?

A
  1. Identify the potential impacts over time of disruptions on activities and resources
  2. Identify legal, regulatory, and contractual requirements for activities and resources
  3. Estimate the maximum tolerable downtime that can be withstood while still maintaining viability
  4. Evaluate resource requirements, activity, and external interdependencies to resume operations within established timescales.
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26
Q

What are some typical business impact analysis (BIA) activities?

A
  1. Confirming the scope of the BIA with management
  2. Identifying sources of information
  3. Deciding on methods for data collection
  4. Gathering data
  5. Analyzing impact, time, and interrelationship information
  6. Presenting recommendations and justification for evaluation
  7. Preparing information for use in BCM strategy development.
27
Q

The results of the business impact analysis (BIA) provide the basis for what?

A

Setting recovery time objectives.

28
Q

What is an all-hazards approach to emergency planning?

A

This approach provides for a basic emergency operations plan (EOP) with sections that apply to multiple emergency situations plus hazard specific checklists for event types.

29
Q

What is the benefit of an all-hazards approach?

A

The all-hazards approach works well in many situations because quite often planning requirements are similar regardless of whether the incident is a natural threat, a human threat, or an accident.

30
Q

What should be addressed in emergency response planning?

A
  1. Shelter
  2. Data search
  3. Assembly areas
  4. Special item removal
  5. Alerting of neighbors
  6. Shutdown procedures
  7. Security
  8. Emergency rendezvous point
31
Q

What reoccupation considerations should be included in an emergency response plan?

A
  1. Decision
  2. Search
  3. Clients and customers
32
Q

What principles related to the protection of life should be applied when setting priorities in an EOP?

A
  1. Evacuation and shelter
  2. Personal protection
  3. Rescue and relief
33
Q

What is considered short-term as it relates to evacuating and shelter-in-place?

A

One hour or less

34
Q

What three things should be considered in evacuation planning?

A
  1. Alternate exits
  2. Routes
  3. Assembly points
35
Q

Who should be responsible for shutdown operations?

A

People familiar with the process

36
Q

What is the purpose of the emergency operations center (EOC) or crisis management center (CMC)?

A

It designates a place where personnel can maintain full concentration on directing and coordinating the emergency response.

37
Q

Where should an alternate emergency operations center (EOC) or crisis management center (CMC) be designated?

A

In a building other than the one that contains the primary location in case it is damaged, destroyed, or becomes inaccessible.

38
Q

What accommodations should the emergency operations center (EOC) or crisis management center (CMC) have?

A
  1. Enough space to accommodate the CMT
  2. Redundant communications capabilities
  3. Backup power
  4. Independent supply of potable water
  5. Sanitary arrangements that are not depending on the normal water system
  6. Lodging and feeding for CMT members and support personnel in the event of an extended emergency.
39
Q

What questions should be asked of emergency response agencies that may respond to incidents?

A
  1. Where is it?
  2. What support can it provide?
  3. Under what conditions will it respond?
  4. How fast can it respond?
  5. What does it need from the planing organization?
  6. How can it be contacted?
  7. Is there a written agreement between the organization and agency?
  8. Have representatives of the agency visited the facility, participated in drills, or responded to past emergencies at the facility?
40
Q

What is the benefit of emergency response agencies visiting a facility?

A

To be aware of the layout and peculiarities of the facilities to which they may have to respond.

41
Q

What should in-house medical personnel be asked in order to evaluate their capabilities to support he medical portion of an emergency plan?

A
  1. Capabilities of their staff
  2. The conditions under which they can be called upon to provide emergency support
  3. What medical supplies must be provided to properly treat the injured.
42
Q

What information should be obtained from local hospitals?

A
  1. The number of emergency patients each can accommodate and the types of treatment available.
  2. The number of ambulances in the area.
43
Q

What are some typical aspects of a crisis management plan?

A
  1. Crisis management team
  2. Crisis management activation and escalation
  3. Crisis command and management succession
  4. Crisis recovery logistics and resources
  5. Crisis communications.
44
Q

The crisis plan should consider what in outlining plan activation?

A
  1. How team members will be notified of a crisis activation
  2. Who can call up the crisis team
  3. Where the team meets
  4. How meetings are conducted
  5. How a crisis is declared
  6. How executives are notified that the crisis team has been activated.
45
Q

What are three designations for equipment identified in a crisis plan?

A
  1. Equipment set aside for emergency/crisis use only
  2. Equipment in regular use but also designated for use in crisis events
  3. Equipment that would need to be procured.
46
Q

What is the focus of crisis communication?

A
  1. Communicating messages regarding a disruptive event.
  2. Communicating broader messages to support the organizational resilience, survival of the organization’s business model, and future strategic business plans.
47
Q

What are some typical roles on a crisis communications team (CCT)?

A
  1. Senior communications advisor/lead
  2. Crisis communications team lead
  3. Crisis communications team
  4. Incident command staff
48
Q

What five things should be documented in a crisis communications plan?

A
  1. Identify affected or key audiences
  2. Identify audience concerns
  3. Develop messages specific to audience concerns
  4. Determine a spokesperson/messenger for each audience
  5. Select tactics to deliver each message.
49
Q

What are the categories of crises?

A
  1. Natural or environmental
  2. Human
  3. Active
  4. Cyber-based
50
Q

What is the purpose of a threat management team?

A

To coordinate and manage the overall response, including oversight, of both the internal and external responders.

51
Q

What are three post-incident phases?

A
  1. Immediate
  2. Short-term
  3. Long-term
52
Q

Considerations in this post-incident phase include live safety, accounting for all individuals onsite, and communications with employees, families, the public, and the media.

A

Immediate phase

53
Q

Considerations in this post-incident phase are preserve the crime scene, monitor individuals for signs of psychological trauma, assist individuals with reunification and other incident-related efforts.

A

Short-term phase

54
Q

Considerations in this post-incident phase include conducting post-incident debriefs with internal and external responders and stakeholders, replenishing supplies, and continued communications with appropriate groups.

A

Long-term phase

55
Q

What are some planning considerations for inclement weather?

A

Ensure participation of the major stakeholders of the potentially impacted assets.

56
Q

What are some planning considerations for earthquakes?

A
  1. Ensure sufficient earthquake response team membership to ensure that earthquake response-trained personnel are always available at each facility.
  2. Study earthquake hazard maps and seismic building codes and standards to understand the risk
57
Q

What are some planning considerations for fire?

A
  1. Security should be involved in the planning of evacuation protocols and assembly locations since security often is a key component in evacuations.
  2. Security should also establish strong relationships with local fire departments.
  3. Consult local requirements for prevention, response, and mitigation.
58
Q

What are some planning considerations for medical emergencies?

A
  1. Security officers should undergo regular first aid training and remain familiar with critical response equipment.
  2. The level of medical training depends on the availability of professional medical intervention close to the facility and the level of any specialized care that the facility’s risk profile might have.
  3. A plan should be put into place on how to respond, including where to meet first responders, notification protocols, and procedures to sstreamline response.
59
Q

What are some planning considerations for a pandemic?

A

Objectives that should be considered include:
1. Reduce transmission among employees, customers, visitors, and partners
2. Maintain critical operations and services
3. Minimize economic impact of the event
4. Maintain operational efficiency under increased level of essential employee absenteeism.
5. The crisis team should also align with the World Health Organization (WHO) pandemic phases to determine a response.

60
Q

What are some planning considerations for workplace violence?

A

The goal for responding to and preventing workplace violence is to break the pathway as early as possible through identification, mitigation, and response to pre-incident indicators.

61
Q

What are some planning considerations for domestic violence?

A
  1. A plan should include what actions should be taken if the perpetrator makes any contact with the employees or organization
  2. Increased surveillance may be required
  3. Employees should be encouraged to notify security of any protective orders they seek or threats they receive
  4. Solutions include access control and visitor management.
62
Q

What are some planning considerations for active threats?

A
  1. Plans should include the following sections: Prevent, protect, mitigate, response, recover
  2. Prevention and survivability of an attack heavily depend on: Robustness of prevention program, facility layout, access control, alerting technologies, training of staff, and response of security or law enforcement.
  3. The all-hazards approach is the most effective way to prepare for responding to an attack.
63
Q

What are some planning considerations for civil unrest?

A
  1. The crisis management team can choose a protective approach that best fits the situation to deescalate and prevent harm based on the understanding of the threat.
  2. It is not security’s responsibility to stop people from protesting
  3. Make contact with the protest ‘captains’ and work together in the time, place, and manner of the protest.
64
Q

What are some planning considerations for bomb threats?

A

To respond effectively, the organization must recognize that it has been threatened, capture information about the threat, report it to the relevant authority within the organization, evaluate the threat, and respond appropriately.
Threat evaluation is a complex management decision that requires procedures, planning, training, and rehearsal.

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