Setting up a crisis team
A crisis strikes without warning. That is why you should set up your crisis team before you need it. A good team knows who is responsible for what, can make decisions quickly and is always on call. In this guide, you will find out which roles you need and how to prepare your team, step by step, for a real-life situation.
Why you should set up your crisis team in advance
During a crisis, there is no time to work out who is responsible for what. Uncertainty costs minutes that you simply do not have. A team set up in advance prevents people from waiting for one another or duplicating effort. By defining roles, responsibilities and contact details in advance, your team can get straight to work. Everyone knows what is expected of them. This brings peace of mind and speed, precisely when it matters most.
The key roles in a crisis team
A crisis team consists of a number of fixed roles. The names may vary from organisation to organisation, but the tasks are recognisable. Appoint a permanent member and a deputy for each role.
- Team leader: keeps track of the big picture, makes decisions and keeps an eye on the time. The point of contact for the whole team.
- Spokesperson: acts as the organisation’s public face and speaks to the press and the public on its behalf.
- Communications Adviser: determines the strategy and key message and advises the team leader and spokesperson.
- Environmental analyst: monitors social media and the news, gauges public sentiment and identifies rumours and concerns.
- Logger: records all decisions and actions, along with the time, so that it is clear afterwards what happened.
Mandate: who is authorised to make which decisions?
A team can only work quickly if it is clear who is authorised to make which decisions without first seeking permission. This is known as a mandate. Set out which decisions the team is authorised to make independently and when someone higher up in the organisation needs to be involved. Also agree on communication procedures: is the spokesperson authorised to issue a statement directly, or must it first be approved by the team leader? Clear agreements prevent messages from being held up or, conversely, being released without proper oversight.
Arranging availability and on-call duty
A crisis does not stick to office hours. That is why you arrange for staff to be on call outside working hours via an on-call rota. Under this system, there is always someone on call for each role, including at weekends and at night. Draw up an up-to-date contact list with telephone numbers and a clear agreement on how the team is to be called in. Test regularly to ensure that everyone can actually be reached. A list that is out of date is useless in a crisis.
Stappenplan
Define the roles
Identify the roles you need: team leader, spokesperson, communications adviser, environmental analyst and logger. Appoint a permanent person and a deputy for each role.
Set out the terms of reference
Agree on which decisions the team is authorised to make itself and when someone higher up in the organisation is required. Also, agree on who is authorised to approve external communications.
Arrange on-call arrangements and duty rota
Ensure that the team can be contacted outside office hours. Draw up an up-to-date contact list and establish clear procedures for raising the alarm.
Agree on how to work together
Decide how and where the team will meet, what meetings will take place, and how you will work with the emergency services, the local authority or the safety region.
Exercise regularly
Train the team using realistic scenarios. This way, everyone gets to know their role and you can identify any weaknesses before it becomes a real necessity.
Veelgestelde vragen
How big should a crisis team be?
Keep the team as small as possible and as large as necessary. Five to eight people with clearly defined roles often works well. A team that is too large slows down decision-making. Do, however, always ensure you have stand-ins, so that the team remains complete even when members are absent.
What is the difference between a team leader and a spokesperson?
The team leader manages the team internally and makes decisions. The spokesperson is the public face of the organisation and communicates with the press and the public on its behalf. By separating these roles, the leader can focus on management and the spokesperson on communication.
How often should a crisis team carry out drills?
Practise at least a few times a year. Alternate between full-scale drills and short, simple training sessions. Regular practice keeps everyone on their toes and ensures that new team members get up to speed quickly.
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