If emergencies only occurred at headquarters, having a single, HQ-based crisis management team (CMT) would be sufficient. But crises can strike at any location, making it essential for every business site to have its own CMT.
[Related on MHA Consulting: 8 Tips for Building a Good Crisis Management Team]
Do you work at an organization with more than one location? If so, this blog is for you.
In business continuity planning, we often discuss crisis management teams as though each organization only has one corporate-level, headquarters-based team, typically staffed by senior leaders. Most organizations do only have one CMT. However, organizations with multiple sites should strongly consider establishing CM teams and plans at their field locations as well.
A crisis can arise at or impact any location, whether it’s a manufacturing site, sales office, medical complex, or something else. To ensure a prompt, effective, and well-informed response, every location should also have its own CMT—and everything that goes with that in terms of preparation and training.
Having a CMT at each location plays a crucial role in protecting the health and safety of local employees and safeguarding the organization’s operations, finances, and reputation. Local teams can also provide early warning to other parts of the organization and prevent a localized crisis from spreading out.
Here are some key points to consider when establishing CMTs at each organizational location.
In a crisis that is confined to one site, the local CMT takes charge, safeguarding employees and containing the issue. If a crisis has the potential to spread, the local team acts to control it, informing other locations as needed. When crises at other sites create ripple effects, the local CMT mitigates these impacts. During corporate-level events affecting multiple locations, the enterprise CMT leads the overall response, but each local team handles specific needs and disruptions at their site, ensuring an adaptable and coordinated approach. In all of these cases, the local CMT plays a vital role in minimizing the impact of the crisis on their location while coordinating with corporate to support a unified response.
When developing a local crisis management plan, teams don’t need to reinvent the wheel. The corporate crisis plan can serve as a foundational document, outlining key processes, protocols, and resources. Local teams can then tailor this plan to address location-specific needs, risks, and operational nuances. This creates continuity across the organization while enabling local CMTs to act with agility in response to their unique circumstances.
The local CMT is usually composed of members of the facility’s leadership team, such as the general manager and their direct reports. However, the advice we often give in talking about enterprise-level teams applies here as well: In the final analysis, it’s best to staff by knowledge and aptitude rather than title. CMT members should be individuals who excel in high-pressure situations and have an in-depth knowledge of the facility and its operations. Also, it’s important that each team member be informed of their selection and made aware of their responsibilities.
Effective crisis response hinges on preparedness. To ensure each location is ready, crisis exercises or drills should be held regularly for every CMT. These exercises can simulate a variety of scenarios, testing the team’s readiness. Conducting location-specific exercises helps teams anticipate and plan for real-world challenges, strengthens response protocols, and identifies areas for improvement before a real crisis arises.
In a crisis, one misstep in communication can escalate the situation, resulting in reputational damage or misinformation. All employees at each location should be well-informed of the company’s media policy, which often directs them to avoid commenting on the event or posting about it on social media. Employees should know to refer any media inquiries to a designated spokesperson at the location or to corporate communications. This unified, controlled approach to public messaging protects the organization’s reputation and ensures that accurate information is conveyed.
Local employees must be trained on emergency response protocols that are tailored to their location. This includes knowing how to respond in various crisis situations, such as evacuations, medical emergencies, and violent events. Staff should also be aware of risks specific to their facility such as the presence of hazardous materials. Although many locations have emergency response plans, few practice them regularly. Regular practice is essential to help staff stay calm and follow the plan when a crisis occurs.
During a crisis, rapid communication is crucial, and traditional communication methods may be insufficient or compromised. Each location should have a reliable system for quickly notifying staff about emergencies and providing instructions. Organizations should consider using an emergency notification system (ENS) that allows for mass texts, voicemails, or app-based alerts, reaching employees quickly and allowing them to respond with their status or confirm receipt of instructions. It’s also important that employees receive practice in the use of these tools. Ensuring that employees know how to receive and respond to emergency notifications is critical to a cohesive crisis response.
It’s a common misconception that managing a crisis is similar to handling routine issues. However, crises are fundamentally different: they involve major disruptions—such as a severe fire, fatal accident, or prolonged system outage—that can disable normal processes and create intense stress. These high-stakes situations demand specialized training, preparation, and an organized CMT to guide an effective response.
Establishing crisis management teams at each location is essential to safeguarding employees, operations, and reputation at every level of the organization. Local CMTs provide the frontline expertise needed to respond effectively, contain crises, and support the organization’s overall response strategy.
With well-prepared CMTs in place across all sites, companies can respond quickly and decisively, no matter where a crisis arises. Investing in local teams, training, and clear protocols ensures that every location is equipped to protect its people and maintain continuity through any disruption.