ADDRESSING THE PEOPLE SIDE OFCRISIS PLANNING AND RESPONSE

摘要

Expectations are high that organizations will not only take reasonablernmeasure to prevent catastrophic incidents, but will also bernprepared to respond to them effectively-including attending torntheir emotional impacts on people. Thus, disaster planning mustrnnot only deal with physical issues but also include structured protocolsrnfor addressing the “people side” of crisis events. Attentionrnto the people side will accelerate employees' return to pre-incidentrnproductivity. It can also have profound long-term positive impactrnon affected organizations and their constituencies in terms of reputation,rnresumption of normal activity, and restoration of moralernand shareholder value.rnDisaster plans should include the establishment of HumanitarianrnResponse Teams, as distinct units within organizational crisisrnresponse structures, to focus specifically on the people-side impacts.rnTheir duties might include such issues as, ongoing communicationsrnto and from impacted constituents, palliative care tornthose in need, assistance for families of seriously or fatally injuredrnpersons, support for employees involved in recovery and businessrncontinuity efforts, facilitating return to work, etc.rnThe presentation will provide an introduction to the humansidernof crisis management, sketching the structural essentials forrnHumanitarian Response Teams, such as, who should comprisernthem and how they should be trained, and their operationalrnparameters in actual disaster-response situations. In connectionrnwith the latter, a brief overview of the evolving controversy overrnthe standard practice of “debriefing,” and the alternative resiliency-rnbased model of post-crisis support, will be presented.rnAttendees will leave the session equipped to critique their ownrndisaster planning for its attention to the essentials of humanitar-rnhumanitarianrnresponse.