Level 1: Level 1 is considered the US normal, and as a standard of practice, should not apply to individuals and teams serving internationally.
Level 2: International normal readiness level. Standard overseas threat level. Level 2 situations are taken care of locally by the field team.
Level 3: Local Field Team manages the situation, but the team informs Reliant's International Crisis Manager by reporting the international incident so that Reliant can evaluate the situation. Typically at this level, the incident is localized and on a smaller scale. Reliant would not know of the incident without the field team informing us. Reliant would like to hear that "we are fine" and be available to help evaluate the situation and provide assistance if needed.
Level 4: Local Field Team still mostly manages the situation. As soon as possible, the team informs Reliant's International Crisis Manager by reporting the international incident and Reliant's ICMT is now actively involved in the decision-making and helping the field team directly.
Level 5: Management of the crisis is now beyond the capacity of the local field team to manage independently. Reliant's International Crisis Management Team or its pre-approved delegate is now managing the situation until the Local Field Team returns to a position to do so themselves. This is a major crisis resulting in ongoing disruption to field operations or the threat now inhibits the ability of the team to safely continue.
Specific Readiness Level To Determine Next Steps
Please inform Reliant whenever a communication and/or media exposure has occurred.
- Be wise with who you are sharing communication updates.
- Experience teaches us that information can be critical to the success or failure of a crisis event. For the ICMT, outgoing information must be calculated for cost and benefit and should be strictly controlled to reduce the possibilty of secondary crisis such as destructive rumors.
- All information (facts, rumors, reports, news, etc.) related to a crisis event or your field team should be shared with Reliant immediately so that the ICMT can operate with the best, most complete information possible.
- Do not respond to media inquiry related to your field team or Reliant. If solicited, all team members should respond with "no comment" or similar terminology unless given specific authorization by the international crisis manager to share specific information. You should refer the outside party to the International crisis manager if necessary.
Steps to Reduce Probability and Consequences
- Follow guidelines for Encryption, Privacy, and Online Security for online communication
- Follow Reliant's Online and Social Media Policy
Applicable Corporate Policies
Crisis Resolution Protocol
- As soon as you are able, begin documenting and gathering information
- Contact Reliant to report the incident: Crisis Reporting for International Incident
- Reliant will reach out to receive more details for their internal crisis report. Eventually, Reliant will share a communication tracking log that will serve as a way for team leaders and Shared Crisis Authority and Responsibility in Reliant Partnerships to all view communication updates between Reliant and the field team member
- Determine the location and status of all personnel that might be affected
- Follow proper reporting protocols found above
- Reliant will work with local leaders to assign personnel to investigate the incident, establish a time frame for when the reported offense occurred, and confirm their activities leading up to the incident and locations they might have visited recently. This personnel should locate and contact any witnesses that might have observed the incident.
- The Team Leader should make contact with, notify, and provide continuing care for affected team members
- Follow all ICMT directions and recommendations
