CAMPROSA Conference 5-6 September 2016

‘Resilience’

Bernadette Duncan MBE FRSA MBCI MInstLM

AUCSO Chief Operating Officer and Peter Brinkley, Head of Security, University of Surrey

What is ‘Resilience’?

The ability of an organisation to ‘bounce back’ following disruptive challenges. Resilience also encompasses an ethos of preparedness and strength through planning, training and teamwork.

How do we become more resilient?

• Prepare - planning

• Educate - train staff and advise students

• Exercise - rehearse all or parts of the plan

• Implement - use your plans to respond, manage and recover

Learning from Previous Emergencies

Student Protests

Turning to Terrorism

Fire

Students and their parents EXPECT YOU to:

• keep them (students) safe

• provide adequate care if something goes wrong

• maintain usual services, teaching, study facilities etc, even when there is an emergency going on

and

• To inform them instantly of what is happening!

Expectations

Emergency Response - Key Concept Integration

Businessrecovery plan

Emergency response plan

Incident & crisis management/communication plan

Investigation

Roles & Responsibilities of Responders

Senior Management

Team

Student Services

Estates Security(& Police)

AcademicDepartments

Health & Safety

FinanceStudentResidences

Service Areas

Integrated Emergency ManagementWorking Together in Universities

Emergency response - management

Operational Tactical Strategic

Incident

Responders

Emergency

Management

Team

Senior

Management

Advisors

On Site Co-ordination Centre(s):

Pre-planned

Equipped

Alternative sites

Resources

Support Staff

SMT Meeting Room

Roles & Responsibilities in Universities

• Incident Responders - Operational staff carrying out their normal tasks e.g. – Security – crime; liaise with Police/Fire/Ambulance

services; control of access to campus

– H&S – safety & welfare of responders; accident investigation, risk assessments

– Estates/Maintenance – M&E failures, building damage

– IT – data/network/telecoms failures

– Communications – internal communication to staff, students and response to Media

Roles & Responsibilities in Universities

• EMT (Tactical) Members:– Team Leader– Communications (external & internal)– Information Manager– Health & Safety– Security – Estates / Facilities– Timetabling– IT & Libraries– Student Services & Welfare– Human Resources - Staff Welfare– Finance / Insurance– Academic areas / Schools reps– Students Union (SRC)

‘Dark Thinker’

Roles & Responsibilities in Universities

• Strategic - University Senior Management Team

– Reputation

– Spokespersons

– Corporate Priorities

– Continuity of Business

– Recovery Objectives

– Finance

Tasks

Operational Tactical Strategic

Incident Responders Emergency Management

Team

Senior Management

Responsibilities

• Incident response

• Assessment (Scale, Duration, Impact)

• Local Communication

• Liaison with/Support to

Emergency Services

• Evacuation

• First Aid

• Cordon

• Control of Access

• H&S of staff, students

& responders

• Initial reporting

• Escalation to EMT

• Waste Disposal/Clean up

• Investigation

• Support Operational Team

• Initiate Coordination Centre

• Continuous re-assessment

of incident

• Establish priorities

• Welfare/Set up Reception

Centre

• Allocation and management

of operational resources

• Communication

• Media coordination

• Liaison with Senior

Management

• Liaison with Local Authority/

other agencies

• Liaise with Hospital

• Liaise with Insurers

• Investigation

• Support Tactical Team

• Spokesperson / Press

Conferences

• Reputation management

• Financial control

• Corporate priorities

• Liaison with Embassies

• Business Continuity

(look ahead)

• Recovery

Emergency Team Meeting - Generic Agenda

• Situational Awareness

Key Questions to build Situational Awareness:

• What has happened?

• What is happening now?

• What is not happening?

• So what?

• What might happen?

AND EVALUATE:

• KNOWN?

• UNCLEAR?

• PRESUMED?

Emergency Team Meeting - Generic Agenda

• Situational Awareness

• Potential Scale, Duration and Impact on University?

• So What?

• Aim What are we here to do?

• PrioritiesWhat needs to be done?

• TasksAgree who will lead on each item

• Timescales and next meeting

Incident and Decision Logs

Essential in recording:

• events and information received

• agreed actions - who/when/how/timescale

• dates/times

• people involved, including agencies

Useful as a management tool especially when handing over to others

Use a log keeper(s)!

Incident and Decision Logs

• Remember other forms of evidence -

– CCTV

– Videos / Photographs (mobile phones)

– Security or H&S Incident Occurrence Books

– Written notes

Consequences - Worst Case

• Legal requirement

– Manslaughter cases

– Coroner’s inquest

• Public Inquiries

• Litigation

• Judicial reviews

Communications

Be Prepared:

• What do you want to say?– Corporate Response - Use Templates

• Use multi-media– Official website, Instant Messaging, Social Media,

Local News channels, Email

• Do it quickly – Within first 30 minutes and keep updating

• Who does what?– Press Office/Communications Office

Communication - Roles

• Alerting, Escalation and Call Out

• Informing Staff, Students & Stakeholders

• Updating University Website - Official Information

• Incoming Inquiries to University• phone calls, emails

• Monitoring/Updating Social Media

• Coordinating the Press

• Press Statements/Conferences

• Reputation Management

Enough Staff to do all of this?

* Tell staff and students to phone home!

Press Spokespersons

Reputation!

• Press Officer - read out statement - being seen to be in control; be factual and never lie!

• Spokespersons - trained?

• Press Conferences:– Location?

– Practice with Press Officer

– Have a Q&A sheet

– Limit time

Recovery

Strategic issue from the outset characterised as the process of rebuilding, restoring & rehabilitating your community following an emergency

The recovery process comprises overlapping activities:

– consequence management

– restoration and well being of individuals, communities and the supporting infrastructure

– exploring opportunities

Recovery - Human aspects

• Humanitarian Assistance – roles of Student Services, HR, Students Union, Chaplaincy

• Mutual Aid - Between schools and departments - other Universities?

• Staff affected by incidents – stress management and support – consider early replacement staff

• Remembrance services, flowers, condolence books, letters, donations

• Surrounding community/neighbours

• Above all – COMMUNICATION!

Recovery - Business Continuity

Consider:• Human Resources

– Specialists / Contracts?

• Facilities– Contracts / Suppliers

• Buildings / Space Management – Timetabling, Teaching & Exams, Conferences & all

other usual activities

• Communications– Including IT, Telephony, Mobile

• Media