Responding to Critical Incidents

If you completed part one of the Crisis Response Plan--Preparation--you will be confidently positioned to address the the above question. According to our previous newsletter, you should have designated key tasks to specific people in your company. To give you a better understanding of critical incident response, we will now go into more detail about what a crisis response looks like.

Crisis Team Leader:
This person will coordinate all aspect of the crisis response and be the point person for all the crisis team members.

Emergency Behavioral Management:
This individual is the coordinator of psychological first aid and the liaison with professional trauma specialists. S/he is familiar with the signs and symptoms of trauma and knows when to call in outside responders. This person has been trained to assess the impact of the incident on productivity and morale.

When Trauma Specialists arrive on site:
Trained trauma responders will conduct a thorough needs assessment through consultation with management, human resources and the coordinator of emergency behavioral management. A customized response strategy will be developed and implemented.

What does a critical incident response entail?
Interventions vary and are dependent on the culture of the business as well as the severity and scope of the traumatic incident. Typical interventions may include:

Crisis Briefings where management, along with trauma professionals, addresses a large group of employees and provides updated information, education about trauma and tools for coping.
Individual Crisis Counseling may be indicated for those who were directly affected or who may be suffering from cumulative stress.
Small Group Meetings or Debriefings may be recommended if trauma symptoms persist for some time after the event.
Educational and Support Groups can provide valuable information about coping mechanisms and also to normalize the anticipated stress reactions to trauma.
Management Consultation is an essential element of crisis response as management themselves might be impacted by the critical incident, and also to keep their finger on the pulse of how their organization is reacting.
Follow Up is vital. It is common for symptoms of trauma to manifest days, weeks, even months post-event. Your Crisis Team Leader and Emergency Behavioral Management Coordinator will be knowledgeable and trained in what to look for and the appropriate steps to take to ensure a complete and healthy recovery.

The goal of critical incident response is to mitigate the serious consequences that post traumatic stress can have on your people and on your business. When your people are down, your productivity is down. Responding to critical incidents with knowledge and forethought can make all the difference for a robust recovery.