Establish and practice a crisis management plan

A club crisis can occur at any time, and without warning. When a crisis occurs, it is highly likely a number of outside entities will need to be contacted to help resolve it, including Markel. There is a variety of information available to guide you with the development and implementation of your crisis response plan. According to the Insurance Institute of America, the following information is most often included in a crisis management procedures manual:

  • The purpose, scope, and organization of the manual.
  • The structure of the crisis management hierarchy, including the chain of command, composition, and general responsibilities of the emergency teams appointed.
  • Evacuation instructions, including explanations of alarm signals and diagrams of exit routes.
  • Loss prevention and loss reduction procedures organized by peril (natural, human, or economic) and separated into pre- and post-event measures.
  • Procedures, addresses, and telephone numbers for contacting the fire department, police, medical services, pollution-control personnel, and other sources of help, including senior management.
  • Communication procedures during and after the emergency, especially procedures to notify employees of progress towards resuming operations. Also address who will manage media inquiries.

Assign specific responsibilities to staff members so there is no confusion about who should evacuate employees, records, and crucial business equipment. Very importantly, have a backup plan in case critical personnel are out at the time of a catastrophe. Know ahead of time what you need to take with you in an emergency. Identify alternate power sources, and evaluate the crisis response capabilities of your vendors.

Another part of your backup plan should involve the storage of your crisis management plan and other vital documents. Keep a copy of your crisis management plan, important contact numbers and other vital documents offsite, in a secured location. This allows you the opportunity to access this information even if your site is destroyed by a fire, tornado, or other disaster.

Keep in mind that even if you currently have a crisis management plan in place, practice makes perfect. Practicing different scenarios helps to ensure everyone knows their responsibilities should a crisis event occur.

Always involve the resources of the BGCA National Headquarters to help with managing a crisis event. Effective crisis response is a matter of timing; the sooner you advise National of an issue, the sooner you can work to achieve a positive outcome. In addition to the national headquarters, notify Markel. Notifying Markel’s claims department gives you experienced professional support that can assist in the resolution of your crisis.

For additional information on crisis management you can go to Markel’s risk management guide available in our risk management library at riskmanagementlibrary.com. Click on the “Safety Resources” link.

The information provided in this article is intended for general informational purposes only and should not be considered as all encompassing, or suitable for all situations, conditions, and environments. Please contact us or your attorney if you have any questions.