Presented on Friday 22nd March 2019.
Globalisation has led to significant growth in the number of people travelling the world, benefiting many industries – particularly within the travel and education sector. Whilst this has many positive impacts, it has also exposed these industries to more adverse risks then ever – from natural disasters to health epidemics and terrorism.
If poorly managed, crisis events could potentially affect the welfare of your people and ultimately the organisation’s reputation and financial viability.
The ‘crisis on tour’ webinar explored:
• What ‘Crisis Ready’ looks like
• Identify critical success factors in managing a Crisis on Tour
• Demonstrate how technology applications such as CQCommand can support leaders
Here are some Q&As that were raised during the webinar:
We have teams split across numerous locations, how do you start to manage an incident when we’re not in the same place?
This is not a unique challenge and many organisations now find themselves split across numerous locations and time zones. Communication and sharing information is absolutely key to facilitating management from different locations. What is critical, particularly in the early stages of a disruptive event, when information is flowing in quickly from multiple sources, is having a single source of truth. Having a predefined notification and escalation structure can assist teams who are in multiple locations. A web-based tool, such as CQCommand can enable this.
Does CQC replace the need to have a plan?
We live in a digital age, and technology should complement the way we manage any disruption. It is critically important to embed Crisis Management within your organisation, and this involves having a sound policy & framework from which you can continue to develop your Crisis Management capability. CQCommand is designed to be aligned to existing Crisis/Incident Plans currently in place in an organisation and to complement such plans. For smaller organisations, CQCommand can provide the foundation elements of a Crisis/incident plan where no plan currently exists.
Does messaging work overseas/internationally?
Yes, messaging works internationally but is dependant on the network of the mobile service provider in your country.
How often should we be testing our plans. Everyone is busy and it’s hard to get everyone together in one spot.
Absolutely why we need to be testing and validating our plans regularly! It is very rare that your team will be sitting around a boardroom in a major city when a disruptive event occurs! We recommend full external training and exercising to occur annually, but it is so important to maintain that ‘crisis ready conversation’ outside of those dedicated validation activities. This could be as simple as conducing an internal recall of your team, or putting together a small scenario and working through an initial assessment together. Take advantage of current events in the news to discuss what you would do if that had impacted your organisation, and keep everyone familiar with the tools you have to manage a crisis.
Our tour group contact details are always changing, how do we keep contact details up to date?
CQCommand allows for contacts to be managed by way of a simple csv import template – users can add and remove contact groups as needed (e.g. when tours complete or commence). There is also an open API that can be configured with other systems used to manage these contact details in an automated fashion.
We use whatsapp groups to coordinate our tours – is there any integration?
Currently, there are no integrations with Whatsapp. Whatsapp can be a great tool for business-as-usual messaging – taking aside potential security concerns. We have kept the messaging environment secure and enclosed in CQCommand – allowing for direct contact via eMail and SMS between recipients and users of CQCommand.
Can I delegate my tasks to another team member? What if I am on holidays?
Yes, CQCommand allows for “Roles” within a response team to be reallocated to another user, along with the Action Plan for that Role. Add-Tasks can be allocated to anyone, whether they are users of CQCommand or not.
Where is data kept that is in CQCommand?
CQCommand is hosted on a Private Cloud which is based in Australia.
We are only a small organisation, will it work for us?
Absolutely. Crisis management is a critical part of any organisations resilience capability, no matter how big or small. It is so important to tailor any plan to your organisation. It needs to be relevant and practical for you across every aspect of crisis management. CQCommand can be used very effectively by very small organisations by providing a simple, accessible platform that anyone in your team (even if there are only 3 of you) can assess and make decisions.
Does CQCommand integrate with Workday/HR systems?
Open API can be configured for most existing HR Systems. Some development may be required on the HR System end to enable this.
Can you configure the incident assessment?
Yes, the questions in the incident assessment along with the response values and descriptions can be configured to suit your organisation.
What history reports of what has happened for post review is available?
User access and Incident logs are kept and accessible to admin users. The incident log captures any change (completion, edit, deletion etc.) made by a user during an event and time stamps this, providing a timeline as to who did what and when for a post-incident review.
I don’t have anything currently in place? How much work is required to set up CQCommand?
CQCommand can be enabled in a matter of hours for use. A default configuration is provided to all users with a base Crisis Team Structure (including action plans for each role) allowing organisations with little to no Crisis/Incident Plans in place to respond to an event. Configurations can be made by administrator users at any point in time.
Given that all depends on technology, it all falls over when there is a loss. How would you manage this?
CQCommand is running on a highly available infrastructure designed to minimise all possible outage situations. Our support framework has strict SLA’s in place to recover and resolve critical issues. As it is a web-based Software as a Service, even if your infrastructure is effected, all you need is a public internet connection, your username and password, and you will have access to CQCommand.
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