Issues and Crisis Management
Ignoring an age care issue is like bomb wait for detonation.
Once the fuse is lit, the issue quickly becomes a crisis, often under the extreme scrutiny of stakeholders – government regulators, aged care agencies, residents, relatives and media.
The management of issues and crises, however, can be a beacon of good management, creating confidence and trust for your stakeholders and in your organization’s management and operation.
That is the aim of Taking Control of Issues and Crises program is enhancing confidence and trust.
At the heart of effective Issues and Crisis Management is to:
- Identify honestly issues and their level of risk – high, medium or low.
- Established 24/7 lines of communication to key management
- Collection and communication of information that provides the facts and context for a clear understanding of the issues and crisis.
- Manage External lines of communication
- The establishment of an issues and crisis team
- Clearly identify the roles and responsibilities of each member of the Issues and crisis management team specifically designed for your organization
- Develop a communication plan that could, for example, involve:
- Federal and State agencies
- Ministers and their media and policy aides at Federal and State level
- Board of Management of the aged care facility
- Executive team of the facility
- Staff
- Residents and primary contact relatives
- Police, if necessary and
- Traditional Media (TV, radio and print) and new media (internet and social media)
Case Study
Recently our organization was involved in a crisis that involved the in-appropriate sexual behaviour of a male resident towards women with dementia and women who where too embarrassed to discuss or give evidence in the alleged offences.
The staff was made aware of, but did not witness, the alleged offences.
Some of the women made the staff aware of the alleged offences, but would not give evidence when the police were called to investigate the allegations.
In addition, the law did not protect the women with dementia, who were as defenceless as children.
In the case sexual abuse of children, third party evidence can be sought and used as evidence in the prosecution of an alleged offer.
This is not the case when adults who have dementia are subject to sexual abuse, although they are not cognitively competent.
In this case, the crisis revealed a major issue for the industry and the legal system.
With the help of members of Taking Control, the facility executive team managed the crisis with minimum of fuss, and no media exposure.
Taking Control has worked with many organizations with difficult issues and crisis.
For information or immediate support please contact Christian Peterson on 0418 303 667 (all hours). This contact number has been on since 1992 and will answered immediately or within minutes.
Why? We now have a 24/365 news cycle and internet availability which the media and citizen journalists monitor social media and other internet sites for news stories vexation rumours or claims.
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