Crisis and Acute Issues Management
Chelgate has a great wealth of experience in Crisis and Acute Issues Management across the Education sector.
Our Crisis Management service has two primary elements:
- Crisis Preparedness, to ensure that our clients have the necessary processes and procedures in place should a crisis or acute issue arise.
- Crisis Response, providing necessary urgent support if a crisis does strike.
Crisis Preparedness
Chelgate offers a range of services in Crisis Preparedness support for its clients, including:
Crisis Management Audit
Chelgate works with clients to review their procedures and resources for crisis and acute issues management within the organisation, and provides a summary report with recommendations.
Crisis Procedures
Chelgate works with clients to put in place appropriate processes and procedures for Crisis and Acute Issues Management, recognising that where crisis situations arise, normal information and communications procedures may not be appropriate.
Working with our clients, we carry out a review of existing crisis management resources and procedures, and we identify areas of primary concern and potential vulnerability. We prepare a tailor-made set of recommendations for the client, and where necessary, assist with training and the establishment of support procedures.
Crisis Handbook
Crisis and Acute Issues Management will normally demand procedures, processes and safeguards which differ from the organisation’s normal arrangements. We work with our clients to develop a set of clear written guidelines for the team managing the crisis, setting out policies, actions, responsibilities and procedures that will apply in a crisis situation, with key contacts (internal and external) identified.
Crisis Practice/Rehearsal
As part of the crisis preparedness process, Chelgate also offers crisis practice/ rehearsal days. On these occasions, the client management team are presented with an unfolding crisis over the course of a day, requiring a range of different response activities. The process itself provides useful practice. But at the conclusion of the practice day, Chelgate also submits a report to senior client management, summarising the event, identifying potential areas of vulnerability, and indicating areas which might benefit from further practice or adjustment.
On-going Issues Management
Many clients recognise that they face, or will be facing, a range of issues which will continue regardless of their actions, but which they may seek to manage or respond to. Chelgate’s senior team has a vast amount of experience in ongoing issues management ranging from Government affairs at the highest level, participation in public debate, alliance building, and third voice advocacy, recognising that major issues are very often shaped not by the arguments of opposing parties, but by respected third voices. Chelgate assists its clients by identifying and engaging with third voice influencers where appropriate, to assist with an on-going issue.
Crisis Response
When a sudden crisis arises, there will be a variety of critical audiences demanding different forms of urgent communications and accountability. These may include media, stakeholders, authorities, emergency services, staff, students, families, and where appropriate, third party influencers. At times, media pressure alone can create overwhelming demands for the in-house management team.
Chelgate’s Crisis Response service can provide the experienced, expert support that such an exceptional situation demands. This will include:
- In-Crisis Support.
- Live/ongoing media and social media monitoring.
- High level advice and strategic support for client management.
- Proactive Media Communications: Targeting and issuing of press releases/media statements.
- Media Response management. Where required, acting as a first response point for media enquiries.
- Where appropriate, coordinating with Communications teams at Police and Emergency Services.
- Managing social media. Using appropriate channels to communicate urgent messages, whilst also challenging / correcting false and damaging social media commentary when it occurs.
- Support with key audience communications.