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S&P National Student Bank HQ Crisis Management Plan This document is strictly confidential and should not be copied or read by any other people than the members of The Crisis Management Team Revision Date: 12.02.2009 Copy #1 of 6 Copy #1: President Copy #2: President CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE 1

Crisis Communication Plan - fictional

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This is a fictional crisis communication plan I prepared with a partner for one of my graduate classes

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Page 1: Crisis Communication Plan - fictional

S&P National Student Bank

HQ Crisis Management Plan

This document is strictly confidential and should not be copied or read by any

other people than the members of

The Crisis Management Team

Revision Date: 12.02.2009

Copy #1 of 6

Copy #1: President

Copy #2: President

Copy #3: Public Relations Manager

Copy #4: Organizational Relations Manager

Copy #5: Legal Advisor

Copy #6: Archive

CONFIDENTIAL DOCUMENT- DO NOT COPY AND/OR SHARE WITH ANYONE

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Section I

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Introduction

S&P National Student Bank is a student-oriented bank located in all of the cities

containing universities in the states of Texas, Kansas, Oklahoma, New Mexico and Colorado.

S&P National Bank has 68 branches and 187 ATMs. The bank headquarter is situated in 7503

Dallas Street, Houston, TX.

The potential for crisis situation dictates a need for crisis planning which is presented in a

format that is flexible, provides control over decision-making, and can enable pre-event actions

as well as active event responses.

The Crisis Management Plan (CMP) is most effective in controlling or minimizing a

crisis when preventative actions taken before hand; example, inspections of building security and

correction of deficiencies, checking of fire protection pumping systems, inspection/repair of

alarm systems, testing of voice announcement systems, planning for environment control of lab

animals etc. A quality program of safety and security inspections can help the S&P National

Student Bank to avoid or minimize crisis events.

The plan has been assembled in a format to enhance its value to the user: A standard

workbook format (8.5" x 11) that contains explanations of events in detail and explains the

concept and operational aspects of the plan. This format is for general familiarization and is

meant to be changed as the security environment changes. In this CMP, you will be able to find

the Crisis Management Team and their contact information, the potential crises that we have to

be prepared to, stakeholders information, information about the business resumption, and the

post-crisis evaluation form.

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Mission Statement

Our mission is to provide personal financial services of a superior quality to the

members/owners; our chief concern being their financial well-being. We desire to be the primary

financial institution of our members. We will use automation and technology to support a highly

trained group of volunteers and staff. Professional managers will be accountable for the quality

of service and will be given sufficient flexibility in implementing policy to ensure that the

member perceives the highest degree of excellence in every contact. Professional marketing will

provide aggressive programs to sustain and increase growth. We will seek our growth both from

new members and by serving the financial needs of present members in a more complete

manner. We will not sacrifice quality of present services to seek growth. In order to provide

quality member services, the S&P National Student Bank must remain financially sound and

secure. Adequate operating controls, capital reserves and liquidity will be maintained at all times.

We will be student oriented in our approach to members, but traditional banking philosophies

will remain our guiding principle. Among financial institutions, this student bank is a unique

organization with deep and abiding human values. Our goal is to maintain those qualities.

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Acknowledgment

Employee: Employee ID#:

I have read and been informed about the content, requirements, and expectations of

the Crisis Management Plan for employees at S&P National Student Bank. As an employee

of S&P National Student Bank, I understand that some of my work will involve access to

information/records that are considered confidential.

I have received a copy of the CMP and agree to abide by the guidelines as a condition

of my employment and my continuing employment at the company. I understand that if I

have questions, at any time, regarding the CMP, I will consult with my immediate

supervisor or my Public Relations staff members.

I understand the following expectations regarding the training:

My job duties require that I successfully complete Crisis Management Training.

I must attend 100% of the instruction time in order to continue in the job. This

means that I must report for each session on time and remain in the training for the

entire session.

Please read the Crisis Management Plan carefully to ensure that you understand it before

signing this document.

_______________________________________ _________________________ _______________

Name of Employee Employee’s Signature Date

________________________________________ __________________________ ________________

Name of head of the CMT Head of the CMT Signature Date

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Rehearsal Dates

Date Signature

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Section II

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Crises Management Team

Co-Presidents: Sandra Eblevi and Paola Duarte

Public Relations Managers: Alon Hayim

Organizational Relations Manager: Sandra Marin

Legal Advisor: Oscar Jimenez Leal

Incidence Commander: Sandra Eblevi

Activation of the plan:

All members of this plan have been provided with a mobile device paid

by S&P National Student Bank. In a situation of a crisis, the first available

member of the CMT will immediately contact the incidence commander, and

inform her about the situation. She will be the one to give instructions to the

rest of the team.

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Contact sheet

Executive Team Phone Numbers E-mails Addresses

CEO-Sandra Ebevi

Cell phone(317) 979-6423

Home:(806) 562-5689

[email protected] 2500 5th Ave. Houston, Texas

CEO-Paola Duarte

Cell phone: (806) 316-0340

Home: (806) 651-5873

[email protected] 2400 4th Ave.Houston, Texas

PR-Alon Hayim

Cell-phone:(317) 315- 5689

Home: (806) 654-8956

[email protected] 4th Ave.

Houston, Texas

OR-Sandra Marin

Cell phone:(806) 868-2189

Home:(806) 637-5262

smarin@ spnsbank.com3600 9th Ave.

Houston, Texas

Legal-Oscar Jimenez Leal

Cell phone:(806) 321-8956

Home:(806) 789-4561

oleal@ spnsbank.com 6300 21th Ave.Houston, Texas

For all emergencies which requires police department, fire department or ambulance assistance, call 9-1-1

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Section III

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Crisis Risk Assessment:

Types Of Crises/Emergencies Identified

1. Fire:

Fire consists a medium level risk for our company. In case of fire;

Sound the building alarm that will notify the city fire department.

Let the incident manager and the building manager know about the situation.

Keep the windows closed, the doors open and unlocked.

Evacuate the building in accordance with the emergency evacuation plan for the area

in which you are located at the time of the alarm.

2. Armed robbery:

Armed robbery consists a high level risk for our company. In case of armed robbery;

Employees should never try to defend the customers physically.

Push the hidden button, which will let the city police department know that there’s trouble

in the bank, if you believe that it will not risk your life.

Your life is more important than the money we possess. You should never do something to

put your or our customers’ lives at risk.

3. Bankruptcy due to economic crisis:

Loans should be offered to customers.

Help should be seeked from the insurance companies to save the bank.

If the insurance companies aren’t able to help, the government should be the second place

to go in order to provide supplies to get back in business.

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Incident Report

Date___________ Time___________

Person in charge _______________________

Place of the incident _______________________

Person(s) involved _______________________________________________

_________________________________________________________________

_________________________________________________________________

Incident details _______________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

Steps taken in time of incident

1. _________________________________________________________________

2. _________________________________________________________________

3. _________________________________________________________________

4. _________________________________________________________________

5. _________________________________________________________________

Injury reports (Type of injury, treatment) ______________________________________

_______________________________________________________________________

_______________________________________________________________________

Injured’s emergency contact notification ___________________________________

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_______________________________________________________________________

Disciplinary (if any) measures taken____________________________________

_________________________________________________________________

_________________________________________________________________

Additional comments: _______________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

Should any legal action be taken? If yes, explain.__________________________

_________________________________________________________________

_________________________________________________________________

Report filed by ______________________ Signature_______________

Supervisor__________________________ Signature_______________

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Proprietary information

"Proprietary Information" for S&P National Student Bank, means any company

proprietary information, technical, data or know-how (research, services, suppliers,

customer lists and customers), special banking software, developments and inventions.

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Section IV

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CMT Strategic Worksheet

Type of crisis

Message

construction

Fire Armed RobberyBankruptcy due to

economic crisis

Audiences

(Supporters)

Fire Department

Police Department

Hospitals

Media

Community

Police Department

Media

Community

Government

Insurance companies

Message Goals The reason of the

fire, the size of the

damage, rebuilding

plans, care for

injured people and

families of the

victims, prevention

strategies, actions

taken

How the robbers

managed to get in

the bank, the

amount of money

lost, situations of

the people inside

the bank,

prevention

strategies

Reasons the bank got

affected by the crisis,

attempts for saving

the bank, actions

taking in order to

repair the damage at

some point

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Stakeholders of S&P National Student Bank

Stockholders

Employees

Customers

Media

Schools members

Community

Secondary Contact Sheet

Who is responsible

for contacting?

How? Contact info

Stockholders President #1 The president will

contact the

stockholders by

phone and arrange

an immediate

conference meeting

Barclays PLC: 321-759-

0124

State Street Corporation:

646-211-0000

The Vanguard Group:

206-856-3298

Employees President #2 The employees will

be contacted by the

announcement in

Intranet page and e-

mail

Customers Public Relations There will be news

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Manager about the crisis put

up on the company

website updated

immediately, e-

mails and SMS will

be sent.

Media Corporational

Relations Manager

The Corporational

Relations Manager

will arrange a press

conference

immediately

announcing the

news about the

crisis

CNN:404-827-1500

Fox News:212-310-4229

Reuters:800-898-4679

Associated Press:774-

213-1199

Houston Chronicle: 713-

747-9975

School Members Corporate Relations

Manager

The Corporate

Relations Manager

will contact the

director of each

university

University of

Houston:713-344-9701

Texas Southern

University: 713-732-

8903

Houston Baptist

University: 713-750-

2146

Rice University: 713-

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610-0053

University of

St.Thomas: 713-380-

1234

Westwood College: 713-

200-7209

Community Media Media will be the

medium of contact

with the community

for the S&P

National Student

Bank.

There will be a special telephone number (713-4CRISIS) specified only for the situation

of crisis. At the time of the crisis, all telephones will be directed to that number. There will be a

special team gathered only for answering the calls about the crisis. A special customer response

book, which includes special talking points about the crisis, will be provided for each member of

the team.

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Section V

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Business Resumption Plan

S&P National Student Bank will replace all of the equipment destroyed with the help of

the suppliers within the shortest time possible.

If there are damages in the building that won’t be available to be recovered within a short

time frame, the extra rooms in the additional banking centers will be used as a back up until the

facility is recovered. Our employees, who agreed to travel in their job applications, will be

replaced to our offices located in another city. Our first concern will be keeping our employees

as closest as possible to their homes. If they can’t be replaced in a suitable office, they will keep

being paid as usual. Our company will try to replace the laptops destroyed in the accident as soon

as possible.

Crisis Control Center

On-Site: The Crisis Management Team will be gathering in Meeting Room #3, which provides

general office supplies, internet connection, all-in-one printer, projection equipment, 6 phone

lines, coffee supplies and snacks.

Off-Site: The Crisis Management Team will be gathered in the additional office situated in 4705

Capitol Street, Houston, TX. The office has the same supplies as Meeting Room #3 in the HQ.

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POST CRISIS EVALUATION: (To be completed by the Administrative Coordinator)

Date Evaluation Completed:_____________________ Site of Crisis:______________________

Date of Crisis Onset:_________________ Date of Crisis End:___________________________

Nature of Crisis:________________________________________________________________

What caused the crisis?___________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

What could have been done to prevent the crisis?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Form Completed By _____________________________________________________________

(name) (title)

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Crisis Management Response Members (List Names) :

Incident Reporting Individual______________________________________________________

Crisis Manager ________________________________________________________________

Public Relations Manager_________________________________________________________

Organizational Relations Manager__________________________________________________

Legal Advisor ________________________________________________________________

Others ____________________________________________________________________

What were the strengths of the CMT?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

What were the challenges faced by the CMT?_________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Future concerns or modifications for the CMT:________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

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Comments_____________________________________________________________________

______________________________________________________________________________

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