CMP Randels

Fast-Scripts: Crisis Management Plan
Crisis Management Plan: Fast Scripts
Final Plan
Melanie Randels BCC 440.20 Instructor: Christina Schellhardt December 11, 2013
Note: The name of the company has been changed to Fast-Scripts to honor the company confidentiality clause.
Appendix A
Components of the Crisis Management Plan

1. 2. 3. 4. 5. 6. 7. Title page Introduction why a CMP is important usually written by the CEO Acknowledgement form(s) signed by all employees and placed in personnel files in HR Rehearsal date page records how often the CMP is practiced First Action page lists CMT members and their contact information Command Center location, stated specifically CMT contact information (crisis directory) who else needs to be notified because of their expertise Crisis Risk Assessment section likelihood vs. impact Incident Report form during the crisis and what is reported to and by the CMT Proprietary Information specifically states what is NOT reported outside (like trade secrets) CMT communication strategy worksheet log of what is said and to whom Secondary contact list like suppliers Stakeholder contact worksheet identifies who will be the spokesperson to media, must develop procedures and train on them Business continuity plan Post crisis evaluation form what worked and what did not
8. 9. 10. 11. 12. 13.
14. 15.

DOD Manual Claims Department
This is a confidential document. All information entailed is to be accessed and used by approved personnel only. Melanie 12/11/2013
CMP 6d: Introduction
This Crisis Management Plan is designed to help Fast Scripts Crisis
Management Team identify and respond to threats to Fast Scripts corporate reputation. The CMP tools and templates will help the team guide the crisis communications response and ensure accurate, up-to-date information is disseminated to the necessary stakeholders. This plan is designed to work separately but in tandem with existing emergency response and business continuity protocols, which provide guidance for managing a hazard, safeguarding employees and assets, and resuming business operations. These plans may take precedence in some crisis situations, such as an operational or facility-based crisis. George Paz- CEO (ESI)
George Paz Chairman & Chief Executive Officer George Paz drives Express Scripts' strategic direction to ensure alignment with clients to deliver better, more cost-effective health outcomes for millions of people. George joined Express Scripts in 1998 as senior vice president and chief financial officer and became president in 2003. In 2005 he was named chief executive officer and the following year was elected chairman of the board. He currently serves as a member of the board of directors for Honeywell, Inc. George holds a bachelor's degree in business administration and accounting from the University of Missouri - St. Louis and is a member of the American Institute of Certified Public Accountants.(ESI web)
Acknowledgement Form
I ___________________________________ ,(Employees full name) hereby confirm that I have read and understand the Crisis Management Plan as it relates to Fast Scripts crisis management. As a member of the Crisis Management Team I will strive to follow the Fast Scripts commitment to execute the plan in the event of a crisis.
________________________________ Employee Signature
_________________ Date
Employee Identification Number: ______________
Rehearsal Record Page: Rehearsal Date: ___________________ Implemented: _____________________ Form Last Revised: _______________
How long did it take to notify the Crisis Management Team the day of the crisis rehearsal?
Were there any internal problems or vulnerabilities during the crisis rehearsal
Were all partners, communities and shareholders notified of crisis in rehearsal in a timely manner?
Were there any unexpected elements during the crisis rehearsal that need improvement
Was the appropriate information prepared and provided during the crisis rehearsal?
What was your role during the crisis rehearsal? Do you think the rehearsal was a success?
Signed By: __________________________________________
First Action Page

George Paz
Chairman, President, & CEO

(Incident Commander) (314)675-6000
Patrick Mcnamee
Executive VP-Operations (Liason Officer) 314-475-9856 Jeffrey Hall Senior Vice Presdient & CFO (Backup) 618-972-5836 Edward Ignaczac Executive VP Of Marketing (Public Information Officer) 573-871-2256 Gary Wimberly Senior VP of Information Officer (Safety Officer) 314-675-6123
Rhonda Bell
Vivian Patterson Manual Claims Supervisor 314-475-8963 Manual Claims Director 314-475-9962 Steve Miller Chief Medical Officer 618-573-8852 Christine Houston Pharma and Retail Relations 314-892-8852 Sara Wade Human Resources and Safety Officer 314-472-8856
Notification Procedures:
Plan is enacted through Incident Commander, Liason Officer, Public Information Officer, and or Safety Officer. Public Information Officer is notified by Crisis team member activating plan.
Discover
Determine incident type: (Violence, power outage, media crisis, etc.)
Notify
Discoverer notifies incident commander, public safety officer, and or 911 if necessary.
Act
Incident Commander obtains description of incident, number and type of injuries sustained, actions taken, and identifies if threat still exists.
Command Center Information
Situation is defined as a crisis when safety, lives, or business is jeopardized. In the event of a crisis team meeting, location is HQ4-1501
The Command Center is located in headquarters address 8640 Evans Rd. St. Louis, MO 63135. In the event you cannot make it to the location, Conference call code is 9110911
CMT Contact Information:
Title
CEO
Name
George Paz Patrick Mcnamee Gary Wimberly Rhonda Bell Vivian Patterson Sara Wade
Location
STL STL
Email
GPaz@express-scripts.com McnameeP@express-scripts.com
Executive VP of Operations Senior VP Of

Information
Ext. 8756 1985 8555 7485 1926 5896 8571
STL
WimbG@express-scripts.com
Manual Claims Director Manual Claims Supervisor Human Resources and Safety Pharma and Retail Relations
STL
BellRho@express-scripts.com
STL
VPatterson@express-scripts.com
STL
WadeS@express-scripts.com
Christine Houston
STL
HoustonCh@express-scripts.com
Security Personnel 314-675-6000 ext 8986 Public Relations 314-872-6256 Media Relations 314-972-4848
Risk Assessment for Express-Scripts Holdings: Tricare Manual Claims Department
Definition of a Crisis
The following definitions of a crisis and an issue should be used to guide the crisis communications response and to determine whether or not to activate CMP. Crisis: A crisis is the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact the organizations performance and generate negative outcomes. (Coombs pg.2) Issue: An ongoing condition or public perception which, if it continues, could have a significant negative effect on the functioning or performance of Fast Scripts and/or on its future interests. (Coombs pg.32) Fast Scripts CMT should refer to the CMP for guidance during any crisis situation. However, four categories of potential crises have been identified to help make organizing and managing the response more efficient. All four types of situations will attract scrutiny from external stakeholders, including media, patients and clients, and have the potential to have lasting effects on Fast Scripts corporate reputation. (Internal Intranet)
FastRx is (Perceived) Responsible An error was made by Fast Rx and the company can reasonably be blamed for the mistake and/or the public perceives they are responsible (e.g. a dispensing error).
Fast Rx is a Victim Situation is outside of our control (e.g. a natural disaster). Potential risk to reputation is lower unless Fast Rx is perceived to have not handled the situation appropriately.
Industry is Impacted
Employees are Impacted
Impact is not limited to FAST RX. Situation affects the entire Pharmacy Benefits Management industry (e.g. drug recall).
Potential risk to reputation is moderate because FAST RX is not the only target but could become an illustrative example.
Situation has greatest impact on employees, with limited direct bearing on patients or clients (e.g. workplace violence).
Potential risk to reputation is high because Fast Rx may be perceived to have responsibility.
10
Risk
Multiple Employee absences (more than 20) MSC/ PRO C+ system outages Complete power outage
Likelihood 4 7 5 3 5 5 2 5
Impact 8 10 10 7 7 10 6 10
Vulnerability Score 32 70 50 21 35 50 12 50
Illness outbreak (flu, pink eye, pneumonia, etc.) Snow, hail , or ice storm inhibits traffic Violence on site
Mass approval of claims error
Computer Systems Hacked
Pattern of denying or approving claims based on personal bias Media slander through social media
10
60
**Formula: Likelihood x Impact = Vulnerability Score
11
Incident Report Form
Date: _________________________
Time: __________________________
Information Source: _______________________________________________________ Phone: ________________________ Fax: ___________________________
What Happened? _________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ Where did it happen? ______________________________________________________ _______________________________________________________________________ Incident Date: _____________________ Incident Time: __________________
Were there any deaths or injuries? ____________________________________________ ________________________________________________________________________ Other Confirmed Information: ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ Information Taken by: _____________________________ (PRINTED NAME) _____________________________ (SIGNATURE)
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Proprietary Information Form

This agreement (Agreement), effective as of the _____day of __________, 200__, is between Fast Scripts and ________________________________(__________ with headquarters at _________________________________________________________, each and both of which shall also hereinafter be referred to as the Party or Parties, respectively. WHEREAS, FAST SCRIPTS represents that it possesses or may in the future possess certain technical, business, financial, market and other information which FAST SCRIPTS considers proprietary to it and which relates to fields of interest such as: Crisis Plan information, internal company information, personal video players/recorders, product assembly techniques, strategic business models and know how, hereinafter called "PROPRIETARY" or "PROPRIETARY INFORMATION"; WHEREAS, _____________________ represents that it possesses or may in the future possess certain business, financial, market and other information which _______________________ considers proprietary to it and which relates to the field of ______________________________________________________________ ____________________________________________________________________________________ and know-how, hereinafter called "PROPRIETARY" or "PROPRIETARY INFORMATION"; and WHEREAS, it is recognized that, in order to consider various business opportunities that may be of interest to the Parties and in connection with any current or future contractual relationship between the Parties, it may be both necessary and desirable that the Parties exchange the above described PROPRIETARY INFORMATION. NOW, THEREFORE, in consideration of these premises, and of the mutual promises and covenants contained herein, the Parties hereto agree as follows: 1. That this AGREEMENT shall not be construed as a Teaming, Joint Venture or other such arrangement; rather, the Parties hereto expressly agree that this AGREEMENT is for the purpose of protecting PROPRIETARY INFORMATION only. 2. That neither Party has an obligation to supply PROPRIETARY INFORMATION hereunder.
3. That the disclosure of proprietary information is for evaluation purposes only and nothing in this AGREEMENT shall be deemed to grant a license directly or by implication, estoppel or otherwise under any patent or patent application or to any PROPRIETARY INFORMATION disclosed pursuant to this AGREEMENT. 4. That during the term of this AGREEMENT, the Parties hereto, to the extent of their right to do so, may exchange information and other data which is considered by the disclosing Party to be PROPRIETARY. In order for such information and data to be considered PROPRIETARY and subject to this AGREEMENT, it shall be identified in writing at the time of the disclosure, by an appropriate legend, marking, stamp or positive written identification on the face thereof to be PROPRIETARY. Any PROPRIETARY INFORMATION which is exchanged between the Parties, orally or visually, in order to be subject to this AGREEMENT shall be identified to the receiving Party orally at the time of disclosure and in writing within thirty (30) days after such oral or visual disclosure to be proprietary. The exclusive points of contact for the Parties with respect to the exchange of PROPRIETARY INFORMATION are as follows: For: Fast Scripts.
Name: _________________________ Title: _________________________
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CMT Communication Strategy Worksheet

Statement of Purpose: The purpose of this communication is to address a department of defense contract violation. Any real or perceived breach of contract or failure to perform to the highest standards can have serious negative impacts on the companys reputation.
Crisis Manager
Stakeholder
Stakeholder
Stakeholder
Stakeholder
Specific Audience:
TrueCare Personnel
Pharmacy Benefit Managers
Patient(s) affected
FastRx Employees
Communication Goal:
Alert appropriate stakeholders and engage appropriate internal and external subject matter experts.
Outcome of Goal: Communicated concern and showed empathy to have an understanding amongst all parties.
Message Sent:
As a manager of TRUECAREs pharmacy benefit, we have always taken our responsibilities to the troops, military retirees, and their families with the utmost pride and seriousness. We will tolerate no laxity or shortcomings in our duty to military personnel and their families. We have our best people working around the clock to find the cause and immediately address it to make sure it cant happen again. [If breach of contract:]We accept full accountability for what happened. We are moving swiftly to remedy this situation and ensure that nothing like it can happen again. [As appropriate:] We apologize to those affected and are acting now to make this right with them. Our goal has been and continues to be the health and wellbeing of TRUECARE beneficiaries.
Pertinent Reminders:
We have alerted internal and external agencies and they are cooperating fully with authorities looking into this matter.
Completed By: ______________
Date: ___________
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Secondary Contact Sheet:

DEPARTMENT Security NAME David Frimel Mike Knoke IT Security Erick Rudiak Aman Raheja Enterprise Risk Fred Stuckel Christine Shutt Business Continuity Gene Weber Hollie Harris Caupp Nancy Gilbride Thomas Jenkins Quality Assurance Pharmacy Operations Patient Care Centers Compliance Human Relations Retail Relations Supply Chain General Supply Chain Pharmaceuticals Research Victoria Wheeler Debi Winston Jennifer Gallego Travis Schultz Anne Nativi Jim Cunningham Christine Wiehl Pamela Wood Karen Matteuzzi Andrea Lampert Chuck Kneese Amber Compton Mel Ohl Todd Larkin Jan Burkett TBD Sharon Frazee Rochelle Henderson TITLE Sr Director Director VP Sr Director VP Sr. Director Director VP VP & GM Sr Director VP & GM VP VP VP VP VP VP Director VP Sr Director VP VP VP Sr. Director VP VP Director 555-997-8454 555-684-7786 555-692-1996 555-684-6011 555-569-4321 555-684-6083 174-348-1861 555-692-1813 994-269-2669 555-684-7298 555-692-1807 555-522-5847 555- 522-5902 OFFICE PHONE 555-569-0000 555-569-0000 555-684-1111 555-684-1111 555-684-1111 555- 684-1111 555-684-2222 555-872-2222 555-684-2532 555-684-0000 555-692-4444 555-692-1918 489-403-3124 555-971-0255 555-276-3709 124-734-4252 651-334-9999 124-795-2724 124-734-7665 124-284-8406 489-313-1707 623-202-8382 333-978-8758 555-803-7375 555-304-2190 555-750-5986 555-283-6957 555-458-9746 174-838-5809 555-780-5822 555-981-0765 124-542-8001 555-283-3555 885-322-3643 311-910-0439 CELL PHONE 555-602-1869 555-651-9480 555-593-7185 333-444-6239 E-MAILS defrimel@fast-scripts.com meknoke@fast-scripts.com erudiak@fast-scripts.com araheja@fast-scripts.com FStuckel@fast-scripts.com czshutt@fast-scripts.com gwweber@fast-scripts.com hhcaupp@fast-fast-scripts.com ngilbride@fast-scripts.com TDJenkins@fast-scripts.com vwheeler@fast-scripts.com dlwinston@fast-scripts.com jagallego@fast-scripts.com tgschultz@fast-scripts.com anativi@fast-scripts.com jcunningham@fast-scripts.com cmwiehl@fast-scripts.com PWood@fast-scripts.com kmatteuzzi@fast-scripts.com alampert@fast-scripts.com ckneese@fast-scripts.com adcompton@fast-scripts.com mel_ohl@fast-scripts.com tlarkin@fast-scripts.com jburkett@fast-scripts.com sefrazee@fast-scripts.com RRHenderson@fast-scripts.com
TRUECARE
Last Updated: ________ By: ________________________
15
Stakeholder Contact Worksheet:
All calls will be routed to the Vice President of Public Relations Melanie Swink the spokesperson for receiving calls. She can be reached at 314-555-7777.
Larry Zarrin Chief Marketing Officer ----- Marketing Expertise
573-555-8888
Sara Wade Human Resource Officer----- Legal Human Resource Protocols 314-555-9999 Pat Mcname- Chief Operating Officer-Diverse Business Education 314-555-0000
A.)Who contacted Fast Scripts? __________________________________________________ B.)Date contact was made: ________________ How: ______________________________
C.)Inquiry: _________________________________________________________________ __________________________________________________________________________ D.) Response: ______________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ E.) Follow-Up (If warranted) ___________________________________________________ __________________________________________________________________________
F.) Actions Taken By: _______________________________________________________ NOTE: The CEO will consult with the VP of Public Relations and the Crisis Management Team in order
to relay the most ethical and image restoration messages to all stakeholders.
If training is required in any area of crisis management, each colleague will be personally notified of needs and responsibilities. Training is usually implemented upon initiation into the crisis management team. Any further required training is handled on an individual basis.
16
Business Continuity Plan

In the event of a disaster which interferes with Fast Scripts ability to conduct business from one of its offices, this plan is to be used by the designated individuals to coordinate the business recovery of their respective areas and/or departments. The plan is designed to contain, or provide reference to, all of the information that might be needed at the time of a business recovery. (BCP Template) A disaster is defined as any event that renders a business facility inoperable or unusable so that it interferes with the organizations ability to deliver essential business services.
The priorities in a disaster situation are to: 1. Ensure the safety of employees and visitors in the office buildings. (Responsibility of the CMT) 2. Mitigate threats or limit the damage that threats can cause. (Responsibility of the CMT) 3. Have advanced preparations to ensure that critical business functions can continue. 4. Have documented plans and procedures to ensure the quick, effective execution of recovery strategies for critical business functions. The DOD Manual Claims Business Continuity Plan includes procedures for all phases of recovery as defined in the Business Continuity Strategy section of this document. The viability of this Business Continuity Plan is based on the following assumptions: 1. That a viable and tested Disaster Recovery Plan exists and will be put into effect to restore data center service at a backup site within five to seven days. 2. That the Organizations facilities management department has identified available space for relocation of departments which can be occupied and used normally within two to five days of a facilities emergency. 3. That this plan has been properly maintained and updated as required. 4. That each department has their own Business Continuity Plan. 5. The functions and roles referenced in this plan do not have to previously exist within an organization; they can be assigned to one or more individuals as new responsibilities, or delegated to an external third party if funding for such services can be arranged and allocated. DOD Manual Claims Management is responsible for ensuring that the personnel who would carry out the Business Continuity Plan are sufficiently aware of the plans details. This may be accomplished in a number of ways including; practice exercises, participation in tests, and awareness programs conducted by the Business Continuity Coordinator.
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Post Crisis Evaluation Form
Date of Crisis Onset: _________________
Date of Evaluation: ________________
Date Crisis Ended: ____________________
Location: ________________________
1.) What was the initial cause of the onset of the crisis?__________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 2.) Was the crisis management team assembled quickly and ready for action? ________________________________________________________________________ ________________________________________________________________________ 3.) What actions were taken?__________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 4.) Type of crisis: Circle one of the categories below: Personnel Competitor/Consumer Event Supply Chain Reputation
5.) What could have been done to prevent the crisis? ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________
Evaluated by: _____________________________ Title: ____________________________________ Date Signed: ___________
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References
Aimnet Org. Business Continuity Plan Template 2012. Retrieved from: http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=7&sqi=2&ved=0CGwQFjAG&url=h ttp%3A%2F%2Fwww.aimnet.org%2Fuserfiles%2Ffiles%2FBCP%2520Template%25202012%281%29.docx &ei=awSgUtSPNuOYyAHxuIDwAg&usg=AFQjCNFEOme2CFHJgEZJ0Tl_5ubqYbngg&bvm=bv.57155469,d.aWc 4- Dec-13 Coombs, W.T. (2012). Ongoing Crisis Communication. Crisis Management (p.2-32) Los Angeles.SAGE
Express- Scripts Inc. Leadership. Press Room. Retrieved from: http://www.expressscripts.com/pressroom/informationresources/leadership/ 4-Dec-13
Fontbone University. Business Source: Express Scripts. Retrieved from: http://library.fontbonne.edu/content.php?pid=468020&sid=4013618#b 1-Nov-13 I-O Display Systems LLC. Proprietary Agreement. Retrieved from
http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&ved=0CD8QFjAC&url=http%3A% 2F%2Fep.yimg.com%2Fty%2Fcdn%2Figlassesonline%2Ffm2293h.doc&ei=7hB7UrDCF6idyQGfrICwDw&usg=AFQjCNHS7pZbpkLarBEkc9EYGr Sfc-b8KQ&bvm=bv.56146854,d.aWc) November 6, 9743FASTRX intranet= Confidential Source (template) J. Hunt, Personal Communication, October 30-November 14, 2013. Assisted with completion of crisis management plan from beginning to finish. N. Clubb, Personal Communication, October 30-November 14, 2013. Assisted with completion of crisis management plan from beginning to finish.
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Fast-Scripts: Crisis Management Plan

Crisis Management Plan: Fast Scripts

Fast-Scripts: Crisis Management Plan

Components of the Crisis Management Plan

8. 9. 10. 11. 12. 13.

Fast-Scripts: Crisis Management Plan

Fast-Scripts: Crisis Management Plan

Fast-Scripts: Crisis Management Plan

CMP 6d: Introduction

This Crisis Management Plan is designed to help Fast Scripts Crisis

Fast-Scripts: Crisis Management Plan

________________________________ Employee Signature

Employee Identification Number: ______________

Fast-Scripts: Crisis Management Plan

Signed By: __________________________________________

Fast-Scripts: Crisis Management Plan

First Action Page

Chairman, President, & CEO

Determine incident type: (Violence, power outage, media crisis, etc.)

Fast-Scripts: Crisis Management Plan

Command Center Information

Fast-Scripts: Crisis Management Plan

CMT Contact Information:

Executive VP of Operations Senior VP Of

Ext. 8756 1985 8555 7485 1926 5896 8571

Fast-Scripts: Crisis Management Plan

Risk Assessment for Express-Scripts Holdings: Tricare Manual Claims Department

Employees are Impacted

Fast-Scripts: Crisis Management Plan

Mass approval of claims error

Computer Systems Hacked

**Formula: Likelihood x Impact = Vulnerability Score

Fast-Scripts: Crisis Management Plan

Incident Report Form

Information Source: _______________________________________________________ Phone: ________________________ Fax: ___________________________

Fast-Scripts: Crisis Management Plan

Proprietary Information Form

Name: _________________________ Title: _________________________

Fast-Scripts: Crisis Management Plan

CMT Communication Strategy Worksheet

Pharmacy Benefit Managers

Completed By: ______________

Fast-Scripts: Crisis Management Plan

Secondary Contact Sheet:

Last Updated: ________ By: ________________________

Fast-Scripts: Crisis Management Plan

Stakeholder Contact Worksheet:

Larry Zarrin Chief Marketing Officer ----- Marketing Expertise

Fast-Scripts: Crisis Management Plan

Business Continuity Plan

Fast-Scripts: Crisis Management Plan

Post Crisis Evaluation Form

Date of Crisis Onset: _________________

Date of Evaluation: ________________

Date Crisis Ended: ____________________

Evaluated by: _____________________________ Title: ____________________________________ Date Signed: ___________

Fast-Scripts: Crisis Management Plan

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Information Source: _____________________________ Phone: Fax: _

Name: _ Title: _

Last Updated: By: ________________

Evaluated by: ___ Title: Date Signed: _