CRISIS MANAGEMENT GROUP (CMG)
STANDARD OPERATING PROCEDURE (SOP)

 PURPOSE AND REMIT

1. The Crisis Management Group (CMG) is formed during an incident to provide operational response and direction during an incident that affects or may affect the ability of the College or part of the College to continue normal operations.  Their remit may include, but is not limited to:

  • Initiate actions to minimise harm to students, staff and visitors and ensure their safety, health and welfare
  • Provide direction to the College's response to an emergency
  • Stabilise and secure the incident
  • Liaise with the Communications and Public and Affairs Division to manage all communications both internally and externally
    • Including social media
  • Minimise any potential reputational damage to the University

2. Should the emergency services be acting on site then they will manage the incident itself and the role of CMG is to assist the emergency services with information and services, as requested, whilst implementing strategic decisions on the deployment of College resources and pursuance of College activities.

3. A key role of CMG is agreeing internal communications to set the expectations of those affected by the incident

4. CMG has the authority to deploy College resource as it sees fit to best manage an incident either on or affecting College property or interests.  This includes the authority to close areas of the College as required; although this would normally only be done after consultation with SERG.

COMMUNICATIONS

The duty communications manager should be called early with a view to:

  • Monitoring social media in order to:
    •  Obtain information as to the location, extent, spread and impact of the incident
      • In order to advise the incident manager
  • Intervene as necessary to provide reassurance that the incident is being addressed and correct any obvious misconceptions
  • Agree with the CMG leader the tactical communications required to manage the expectations of those affected by the incident:
    • e.g. advice to those affected on where to go, the extent, scale and likely duration of the disruption

Should the incident involve the media and/or require communication with the wider College community and/or stakeholders then SERG should be informed and the communications function will move to SERG.  Communication with staff, students and the media will then be co-ordinated by the Communications and Public Affairs Division, who will prepare materials in line with information provided by the CMG for SERG to consider and approve. 

Typically communication with staff and students will be via the alerts@imperial.ac.uk email account, the College Home Page, alerts page and social media.

CMG COMPOSITION

For any particular incident the expectation is that it will be escalated as appropriate via Security or the ICT or Estates Facilities help desks.  If appropriate the Core CMG leader will call in their core team.  If further support is required the Core CMG Leader will call in support from the extended CMG as required.

CORE CMG - Estates Facilities

  • Leader
    • Senior Estates Manager
  • Duty Communications Manager
  • Estates Facilities core team as defined in the Estates Facilities Response Plan.

CORE CMG - ICT

  • Leader
    • ICT Major Incident Manager
  • Major Incident Technical Co-ordinator
  • Major Incident Business Co-ordinator
  • Business Service Owner
  • ICT core team as defined the Estates Facilities Response Plan
  • Duty Communications Manager if required

EXTENDED CMG

The extended CMG will be called in to assist as required by the incident and is composed of senior representatives from:

  • Estates Facilities
  • ICT
  • Human resources
  • Registry
  • Campus Services
    • Accommodation
    • Catering
    • Sport & Events
  • Safety
  • Faculties & Departments
    • FOOs
  • Communications and Public Affairs
  • Imperial College Union
  • Finance
  • College Secretariat
  • Management Trainees
  • External Resources
    • Insurance
    • Local Authority
    • Neighbours
    • Sub-contractors

Additionally, previously nominated CMG leaders may also be called to lead the CMG so that the Senior Estates Management and/or ICT Major Incident Manager may focus on their functional responsibilities.  Nominated CMG Leaders are:

  • Director of Risk Management
  • Director of HR
  • Chief Information Officer
  • Faculty Operating Officer – From an unaffected Faculty

CMG HEADQUARTERS

Whilst it is likely that initially the CMG will meet as needed, it may become necessary to establish a physical Headquarters to accommodate the extended CMG, in which case one of the following CMG Headquarters will be activated

  • The Boardroom, Level 4 Faculty Building.
  • Room 1 & 2, Seminar and Learning Centre, Level 5, Sherfield
  • GABOR Hall Eastside
  • Room 213 and Refectory, Guy Scadding Building, NHLI, Royal Brompton Campus.
  • Emergency Control Centre Silwood Park

Each Headquarters has a ‘Battlebox’ that contains all the material necessary for CMG to operate. Locations, Layout and Battle Box contents are at Appendix C.

CMG Headquarters will be maintained by the Risk Manager

CALL OUT

Call out procedure is at Appendix A

If contacted by Security or a member of the College and requested to attend a CMG Headquarters in response to an incident, the CMG member should advise how long it will take them to travel to the nominated Headquarters.

Further advice on callout is at Appendix B

ON ARRIVAL SET UP AND CONSIDERATIONS

The first members of CMG to arrive at the CMG Headquarters will need to open the battle box, set up the headquarters and begin to collate the information available.  Set-up information, Battlebox locations, access codes and advice are at Appendix C.

The Battle box is maintained and regularly reviewed by Nick Kay who can be contacted on 020-7594-8495; n.kay@imperial.ac.uk  

INFORMATION FLOW

The gathering, consideration and dissemination of information are essential to the functioning of CMG. Advice on the collection, collation, display and dissemination of information is at Appendix D.  Additionally, it is a legal requirement that all Logs, charts and means of displaying information are retained post-incident.

INITIAL CONSIDERATIONS

 Advice on CMG’s initial considerations is at Appendix E

FOLLOW ON CONSIDERATIONS

Advice on CMG’s follow on considerations is at Appendix F

FURTHER ADVICE

5. The battle box contains further advice on:

                  a. Useful phone numbers
                                         i.    Other assistance available
                  b. Activation of Call Centre
                                        i.    To handle high volumes of incoming calls
                 c. Assistance for Students and Staff in getting home, if separated from their money & tickets
                 d. Implications of an incident on our neighbours and how to contact them
                 e. Advice on relocating CMG Headquarters during an incident
                 f. Blank Telephone Logs
                 g. Building Hazards - separate folder
                 h. Department Activity Impact Analysis - separate folder