one of the
biggest enemies is disorganization. The sudden shock of dealing with
a natural disaster, a security threat, an environmental incident, or
a service interruption can leave you in disarray if you’re not
prepared.
Businesses and institutions are finding it
critically important to develop detailed plans for how to respond in
the event of an emergency and how to communicate emergency
procedures. Clearly understood procedures, rehearsed throughout the
company/organization on a regular basis, are increasingly becoming a
Key Performance Indicator (KPI).
To establish this reliable framework for crisis
operations, more and more organizations are adopting the Incident
Command
System (ICS), a standardized, on-site, incident management concept.
The methodology was originally designed for
emergency management agencies, and grew out of work done by the
state of California to coordinate fighting wildfires in the 1970s.
After a series of fires caused widespread damage, they studied their
response efforts to learn what had worked well and what had not.
What state leaders discovered was communication and
management deficiencies, not lack of resources, were the major
problems that hindered their effective firefighting efforts. Among
the key issues they identified were:
• Unclear chain of command;
• Poor communication;
• Lack of planning;
• No predefined methods for different departments /
agencies to interface.
These lessons learned by first responders fighting
wildfires in California evolved into a set of standards that have
been adopted in various forms by most state and federal agencies,
including FEMA and the Department of Homeland Security. ICS has also
been widely adopted in the United Kingdom, Canada, and Australia.
When preparing for and dealing with an emergency,
one of the most important steps is to make information visible to
all those that need to know, 24/7. It’s not enough just to have a
detailed and documented emergency response plan. That information
needs to be shared quickly, ensuring that everyone can trust that
the information is reliable and up to date.
One of the fundamental principles of the ICS is
establishing a command post. During a crisis, there should be no
confusion about who is making key decisions. The command post
clearly focuses the place where decisions occur. It’s also very
important to facilitate communication. Information needs to flow
into the command post from all major agencies and departments, so
that decision makers can accurately assess what is occurring.
Similarly, information also needs to flow outward in
the form of clear directions being issued, in a timely manner.
Visible systems enable fast,
accurate decision-making. For example, simply knowing who the key
personnel are in each area of responsibility, and displaying it for
all to see, helps information flow quickly and effectively. At the
WellStar Health System in Atlanta, GA, an incident command chart
printed on a magnetic dry-erase whiteboard displays their
organization chart for emergency response.
WellStar decided to have its
chart custom printed to reflect specific details of their
organization. It identifies the Incident Commander, along with key
personnel in each functional area: Planning, Operations, Logistics,
Administration. Under each of those headings, more specific
responsibilities are identified: HazMat, Security, Public
Information Officer, etc.
With a complete visible system
kit, nearly 80 positions are pre-printed on the board, and the
corresponding names and details for individuals are printed on
magnetic cardholders. If a person is away, changes job duties, or
leaves the WellStar team, the board is immediately updated.
The WellStar example is one of
many similar programs underway to prepare for crises before they
occur. Well-rehearsed Incident Command Systems, with visible
information sharing and display products in the command post,
prevent missteps, facilitate communications, and eliminate poor
decision-making. It’s more than worth the time and effort to
establish this framework in your company. Preparation will truly
make the difference when a crisis strikes.
FSM
Robert W. Mixon, Jr.
