Crisis Management Checklists 2008

Free Crisis Management

Plan Creation Templates

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 Crisis Management Checklists 2008

Crisis Role Responsibilities and Interactions

First Responders Travelling

Response Team

External Suppliers
Media Team

Crisis Coordinator

Internal Suppliers
Call Handlers

Logistics Team Family Liaison Team

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Crisis Management Checklists 2008

Crisis Co-ordinator Checklists

IMMEDIATE ACTION Date/Time Initials

1 Decide if necessary to invoke Crisis Response Plan
2 Mobilise other key members of the Crisis Response
Team
3 Get to the office ASAP
4 Activate Crisis Control Room
5 Call immediate Crisis Response Team Meeting
6 Decide on dispatch of Travelling Responders and other
support services
7 Adapt and activate pre-drafted scripts
8 Notify list of external agencies
9 Notify other third parties, as previously listed
10 Keep all crisis response team leaders and other
appropriate parties fully updated of events through
regular briefings
11 Maintain relevant information logs
12 Set up a relief staff rota if prolonged incident
13 Ensure security arrangements for office are in place
14 Provide daily updates to all employees

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Crisis Management Checklists 2008

Crisis Control / Incident Room Requirements

In an ideal situation you will have a dedicated Crisis Control Room, ready to be
called into use when a crisis occurs. Second best is to have a large room that
can be closed off from the rest of the daily activities, to avoid distractions.

Listed below are the ideal resources, to enable the command centre to function
efficiently. Much of what applies to the company's Crisis Control Room will also
apply to Travelling Response Team ‘on-site’ Control Centre. For this, a hotel
conference facility or convention centre may be the best option:

Restricted entry
Whiteboard/flipchart with ink markers
Multiple telephones lines with at least 2 lines dedicated to outgoing calls only
Conference speaker phone
Adequate furniture, desks and chairs
Fax, E-mail and Internet access
TV and Radio monitoring equipment
Company headed stationery
2 wall clocks, one at local time, one at the time zone of the crisis
Photocopier
Refreshments
Nearby sleeping facilities
Separate venue to host the press

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Crisis Management Checklists 2008

Travelling Response Team Checklists (for off-site incidents)

IMMEDIATE ACTION Date/Time Initials

1 Collect “Travelling Response Team” Bag
2 Take adequate cash / travellers cheques + company
credit / ATM cards

AT THE INCIDENT SCENE: Date/Time Initials

3 Report to police in charge
4 Take photographs of incident scene (only with
permission)
5 Compile a list of all those involved
6 Get details of how next of kin are being notified and
relay to incident co-ordination team
7 Submit report to the Crisis Co-ordinator
8 Organise control centre with necessary
communications
9 Ensure Travelling Response team are fully contactable
at all times

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Crisis Management Checklists 2008

AT THE TRAVELLING INCIDENT CONTROL Date/Time Initials

CENTRE:
10 Release official Press Release as supplied by the
Media Team
11 Organise accommodation, phone calls etc. for
survivors
12 Inform survivors of what your company will and will
not provide
13 Assess immediate psychological needs of those
involved and use pre-existing arrangements to access
these services
14 Undertake hospital visits
15 Update Crisis Co-ordinator on a regular basis
16 Maintain and collate communication logs
17 Obtain medical reports on those injured (if necessary)
18 Arrange to meet relatives on arrival who are travelling
to the location
19 Liaise with assistance company / Crisis Response
Team with regards to repatriation requirements of
those injured
20 Liaise with embassies / consulates
21 Liaise with coroner and/or religious ministers
22 Arrange regular meetings with survivors and distribute
relevant information from this manual to survivors and
families
23 Maintain relevant information logs

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Crisis Management Checklists 2008

Contents of Travelling Response Kit

Passport (minimum 6-month validity)

Drivers licence (preferably with an international one as well),

Inoculations certificate (if appropriate)

Letter of authority signed by owner, CEO or company director.

Copy of the Crisis Response Procedures Manual

Blank copies of incident report forms, incident logs

Mobile phone with batteries

Cash

Name badges

Headed notepaper, blank business cards and other stationery items.

Digital camera

Laptop

Dictaphone

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Crisis Management Checklists 2008

Call Handling Team Checklists

IMMEDIATE ACTION Date/Time Initials

1 Man the switchboard and organise rotas for this
2 Relay the Media Holding Statement as produced by
the Media Team
3 Deal with all general enquiries relating to incident
4 Route calls to relevant teams
5 Disseminate information supplied in the scripts by
Crisis Co-ordinator
6 Provide reassurance to callers who are not directly
impacted by the incident
7 Respond to e-mails
8 Maintain relevant information logs

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Crisis Management Checklists 2008

Family Liaison Team Checklist

IMMEDIATE ACTION Date/Time Initials

1 Compile Next of Kin list

2 Ensure that next of kin are notified as soon as possible

3 Try to establish a central contact within each family

involved
4 Take all steps to verify the authenticity of callers

5 Ask the first caller of a family if they are willing to have

their contact details to be distributed to other family
members
6 Compile a list of involved medical assistance companies

7 Liaise regularly with families and friends of those clients

involved
8 Make provision for relatives visiting your office

9 Maintain accurate logs of all events

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Crisis Management Checklists 2008

Logistics Team Checklist

IMMEDIATE ACTION Date/Time Initials

1 Accommodation and travel arrangements for all going

to the scene

2 Notify all suppliers/agents who may be impacted by the

incident

3 Cancel future operational booking of that

tour/destination, if relevant

4
Maintain accurate logs of all events

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Crisis Management Checklists 2008

Media Team Checklist

IMMEDIATE ACTION Date/Time Initials

1
Select a place to be used as a media centre

2
Release ”holding” statement

3 Distribute ‘holding’ statement and any further press

releases

4
Establish authenticity of media callers

5
Keep the Media informed with regular updates

6
Maintain a log of all media contact

7
Monitor the Media coverage

8
Update company Web site

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Crisis Management Checklists 2008

First Responders Checklist

IMMEDIATE ACTION Date/Time Initials

1 Ensure the safety and well-being of yourself and
your clients
2 Establish some basic facts
3 Contact Head Office and local agent
4 Report to authority in charge

LATER ACTION Date/Time Initials

5 Consider removing any reference to your company
6 Take photos of incident scene
7 Start compiling a list of clients affected by incident
8 Gather up clients belongings
9 Consider locating a resource to be used as an "on-
site" control centre
10 Attend to needs of clients
11 Maintain relevant information logs

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Crisis Management Checklists 2008

Immediate Action Checklist

IMMEDIATE ACTION CHECKLIST FOLLOWING POTENTIAL CRISIS CALL

Incoming call notifying

incident

Decide on incident level 1

If level 1, invoke crisis If level 2 deal with using

response plan Standard Operating
Procedures

Notify crisis co-ordinator

Initiate call-out cascade 2

Call docleaf 3

Get to office and open up

Incident control room 4

Start working through

crisis -coordinator check
list in the crisis
management plan

Notes:

1: Level 1 definitions: Fatalities / serious injuries, major media interest, major financial loss,
major business interruption
2: Ensure the call out cascade is pre-defined and kept on laminated credit card sized lists.
Alternatively use call notification software
3: Only available to retained docleaf clients – we can help with mentoring, media handling,
call centres and trauma counsellors
4: Ideal resources for the incident control room are listed in section 4 of your crisis
management plan

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Crisis Management Checklists 2008

Incident Notification Form

Informant Details: Call-responder Details:

Informant’s name: Call taken by:

Informant’s job title: Department:

Informant’s phone no: Date:

Informant’s mobile no: Time here:

Local Time:
Informant’s location: Other:

Incident Details

Company Name:

Date of incident: Time of incident:

Incident ref.: Destination:

Number of clients/staff/parents: Departure/return dates:

Nature of incident:

Location of incident:

Brief description of incident:

Current situation:

Weather at time:

Individuals Information

Survivors:

Hospitalised:

Fatalities:

Missing:

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Verification notice of Events or Incident

Caller Name: Caller Tel No:

Incident site location: Incident site manager name:

Nature of the incident

Location

Authorities involved – be specific

Name of on site person updating with details of verification

Tel number and mobile contact details

Time of incident

Number of people involved and nationalities involved

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Activated Key Members of Crisis Response Team (CRT)

Name Role within CRT Time called Response

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Notification of External & Internal Interested Parties

Organisation Person notified When notified

Shareholders

Insurers

Lawyers

Foreign and
Commonwealth Office
(if overseas incident)

UK/ Overseas agents (if

used) for transportation
etc

Medical Assistance
Company

Associations the
Company belongs to

Local Embassy (of host

country)

Internal notification to
all staff

Update company
website

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Crisis Management Checklists 2008

Languages Spoken by Staff Members

F = Fluent
Name Dept Language Spoken Or
B = Basic

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Crisis Management Checklists 2008

Crisis Response Team Contact and Transportation Details

Commute Next of Kin
Office Home Mobile
Name Team time & (include name,
Tel Tel Tel
Mode phone, relationship)

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Crisis Management Checklists 2008

External Contractor Contact Details

24 hr
Company Function Name Office Fax E-mail Contact
number

Docleaf Crisis Duty +44 (0)1923 +44 (0)1923 info@docleaf. +44 (0) 1923
management manager 681224 671375 com 681224

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Crisis Management Checklists 2008

Incident Update Form

Current Situation

Date of incident: Time of incident:

Information taken by: Date/Time here:

Local Time:

Nature of incident:

Confirmed location of incident:

Brief description of events:

Current situation:

Weather at time:

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Crisis Management Checklists 2008

Centres of activity
Name Location Person in Contact number
charge
Travelling
Response Team

Police

Fire/rescue

Ambulance

Medical teams

Survivors' location

Hospital

Mortuary

Embassy

Lawyers

Insurers

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Crisis Management Checklists 2008

Injured/ Affected Person Update Form

Details of Person Affected

Title: Surname:

First Names: Sex:

Age: Date of Birth:

Nationality: Religion:

Address:

Telephone Number:

Other Relatives/Friends Involved:

Next of Kin / Emergency Contact

Name: Relation:

Telephone:

Address:

Notified by:

When notified:

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Crisis Management Checklists 2008

Present Condition
Survivor Hospitalised Believed Dead Missing
Location:

Tel: Fax: E-mail:

Condition:

Surname: First Name: Date of Birth:

Initial Location
Hospital 1:
Ward:
Treating Doctor:
Telephone Main Switchboard:
Telephone Ward Direct:
Telephone Doctor:

Later Location
Hospital 2:
Ward:
Treating Doctor:
Telephone Main Switchboard:
Telephone Ward Direct:
Telephone Doctor:

Injured Person update form

Surname: First Name: DATE OF BIRTH:

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INCIDENT LOG SHEET SUMMARY

LOG DATE/
TAKEN BY SUMMARY ACTION
NO. TIME

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