Programme Information

CrisisConf2020 provides a true international forum for the cruise and aviation industries.
No industry has all the answers; this event is a suitable learning opportunity for everyone.

DAY ONE – Wednesday 20 May 2020

A warm welcome to London to all delegates, speakers, sponsors and exhibitors.
CrisisConf2020, the specialist conference for crisis management professionals.

Richard Gordon
Bournemouth University
Director of Disaster
Management Centre

Crisis Management on the Front Line

(The content of this topic will be defined further by the presenter by the end of February.)

It was once said that a good decision is getting on a plane at an airport where Kate Adie is getting off. Such was the nature of her reporting assignments in global hot-spots.

Kate Adie CBE
Former BBC Chief News Correspondent

Author
Bournemouth University Chancellor

Terrorist attack on Tour Party at Bardo National Museum, Tunis.
Response by Affected Cruise Lines

CrisisConf2020 uses first-hand experience of crisis events. By examining the response, delegates can understand the success or otherwise of pre-crisis planning and training.

Theme: Care, Coordination

On 18 March 2015, a large group of tourists disembarked from cruise ships in Tunis and were visiting the Bardo National Museum when terrorists attacked and subsequently took many hostages inside the building. 21 people lost their lives and many others were injured.

Costa Cruises was directly affected and activated its crisis management system. Laura Cannone was involved with all aspects of the response, recovery and communications. This is her story.

Laura will offer her analysis of the company response, the extent of care provided to victims and their families and the complications of a truly international incident.

Laura Cannone
Costa Cruises
Business Continuity and Emergency Response Director

CARE FOR YOUR CUSTOMERS AND THEIR FAMILIES

This is an essential session for any airport, airline and cruise-line with CARE or SAT programmes to support people in distress.

Theme: Care, Resources

In this extended session, we will examine the role of the specialist volunteers that we train to support those affected and how they work alongside professional counsellors and support staff.

Specific incidents to be focused on include terrorist attacks at the following locations:

  • Mass shooting, Beach Resort of Port El Kantaoui, Tunisia, June 2015
  • Vehicle ramming attack, Las Ramblas, Barcelona, Spain, August 2017
  • Vehicle ramming attack, Cambrils, Catalonia, Spain, August 2017

We are particularly fortunate to welcome the Centre for Crisis Psychology (CCP) to facilitate this essential topic. From their extensive field experience of supporting victims of transportation accidents, terrorism and extreme weather as w ell as perceived terrorist or life threatening incidents, CCP will provide the important context of the extent and types of care that can be provided and the role of the professional counsellor when working with an airline, cruise-line or government agency. Alongside CCP, TUI will give us insight into the organisational response and coordination with a care specialist to deliver this essential support to tourists and staff.

Carnival UK has a mature and extensive programme of volunteer CARE staff (some organisations know these as Special Assistance Teams (SAT). Katrina will give practical examples of how her colleagues have been deployed to support guests/crew and their families. She will explain what lessons have been learned along the way and how these are applied to current volunteer engagement, recruitment, training and exercies.

Joanne Muccio
Centre for Crisis Psychology (CCP)
Trauma Care Consultant & Lead Trainer

Will Staples
TUI Group
TUI UK & Ireland
Head of Crisis Planning & Incident Management

Katrina Raynsford
Carnival UK (P&O Cruises & Cunard)
Manager, Care Team & Incident Support

11:10 – Refreshment Break

Theme: Care

Concluding our first conference session with its theme of Care, our Speaker will focus on the most valuable asset of all, our staff. 

The commitment of our colleagues to forego work and personal obligations at short notice and travel far from home for undefined periods in the support of others is exceptional selflessness. But how does the Company care for its Care staff?

Our speaker and airline have been at the forefront of providing emergency relief to those in the greatest of need following traumatic events. We will examine:

  • Employee assistance
  • Company duty-of-care
  • Staff support during deployment
  • Responsibility of management and HR
  • Staff communication
  • Post-deployment recovery and return-to-work
  • Effects on non-deployed staff

Speaker TBC

International Airline

Victim and Family Support

What does ‘Good’ look like?

Theme: Care

The Chairperson will draw together the thoughts and experience of the presenters and invite participation from delegates.

The aim is to determine to what extent we are resourced and capable of providing the post-incident care that we are
bound to deliver.

Laura Cannone
Costa Cruises
Business Continuity and Emergency Response Director

Joanne Muccio
Centre for Crisis Psychology (CCP)
Trauma Care Consultant & Lead Trainer

Will Staples
TUI Group
TUI UK & Ireland
Head of Crisis Planning & Incident Management

Katrina Raynsford
Carnival UK (P&O Cruises & Cunard)
Manager, Care Team & Incident Support

The Long Haul – FZ 981 accident in Rostov-on-Don, Russia with the loss of 62 passengers and crew.

Theme: Resources, Coordination

The news of a serious accident changes your life. Your company will never be quite the same again. The day and the time of the accident will be etched on the corporate consciousness.

As emergency managers we need to hear from those directly involved in previous accidents. Their experiences will help our own preparations.

In this session, Mike Evans will offer his thoughts on many aspects of emergency response that are often overlooked. These considerations are appropriate to any industry:

  • Dealing appropriately with staff victims and their friends and colleagues within the organisation.
  • Effective internal comms strategies and ICAO Annex 13
  • Recognising the contribution of responders and effectively managing their return to normal duties when the event is over
  • Communicating and applying the learnings from an accident
  • Managing the publication of an accident report

Mike Evans
flydubai
Senior Vice President Customer Experience, Brand and Communications

13:10 – Lunch

An opportunity for networking, follow-up discussions with speakers and to visit the exhibition of relevant suppliers and service providers.

14:40 – Following lunch we will conduct a series of Special Interest Workshops.

The Special Interest Workshops are for delegates to select topics that are most relevant and useful for the development of policy, strategy, plans and training. Delegates can select two Special Interest Workshops from the four offered each day (eight different workshops offered in total). The workshops are not just ‘presentations’, they are interactive learning and sharing opportunities.

Preparation of Staff and the Response to Armed Attack

Themes: Coordination, Resources, Care, Communications

Ft Lauderdale Airport 2017 (with affects for Port Everglades Cruise Terminal), Paris Orly Airport 2017, Brussels Airport 2016, Atatürk Airport 2016, Domodedovo Airport 2011, Frankfurt Airport 2011, Glasgow Airport 2007, Los Angeles Airport 2002 etc.

We all share one certainty: we have staff working in exposed front-line facilities. This workshop will promote awareness on the actions to take to be safe, to communicate and protect others. We will consider real examples, government advice, communications and training of staff.

David Langhorn MBE
NorthPoint International
Managing Partner

(former Vice President Global Intelligence & Security – InterContinental Hotels Group)

Collaborating in Crisis Communications

Theme: Communications

Crises are chaotic events where no known solutions are immediately available. They require the efforts of planning and training to come together with ingenuity and leadership to drive a successful outcome. Most of all, crises demand close collaboration between departments.

Many narratives are available that show collaboration is not always easy to achieve. This has been the case particularly when operational crisis management is working in isolation from corporate communications.

In this workshop, experienced communications and emergency management staff will offer advice on building and maintaining fully collaborative teams. Teams that have both the instinct and training to understand each other’s priorities and the need for a joined-up response.

Other topics in this workshop will include:

  • involving external PR agents in exercises
  • consistency in crisis communications and emergency management plans – who is responsible?

John Bailey
Global Communications Consulting
Managing Consultant

Adam Polly
Easyjet
Business Resilience Executive

Effective Exercises and Drills

Theme: Resources

This essential-skill workshop will introduce the techniques necessary to design, run and debrief your own exercises.

Sometimes the trickiest conversation starts with, “I’m scheduling the next exercise and I need your diary availability”.
We exercise because we need to know how to stand up again when we fall over. Properly managed, exercises will
dramatically improve your response to an emergency, fact!

Training imparts knowledge, skills and procedures at a personal level; it gives us the tools that we need to do our jobs. Exercises are not personal. They are a rehearsal of plans and teams for events that we do not want to occur, things that keep us awake at night. Emergency plans without exercises to test them are just rhetoric and cannot be trusted.

In this workshop, delegates will explore the different types of exercise available to planners and the relative advantages,
cost and organisation of each type. Nick and Jerry will give their tips for adding realism to exercises and how to make sure
that the whole team is engaged and committed.

Nick Orwin
London Luton Airport
Emergency Planning Manager
UK Aviation Emergency Planning Group
Vice-Chair

Jerry Allen
CrisisConf – Director
Return on Development Ltd – Managing Director

Emergency Managers – Continuous Career Development

Theme: Resources

What does a good emergency manager look like?

This workshop will focus on the needs of emergency planners to ensure they can fulfil an increasingly complex job requirement.

Rebecca and Roz have extensive experience at all management levels of emergency planning and emergency operations.

They will briefly look back at the traditional role of the emergency manager but only to show how that has changed, dramatically! They will address the new skills, knowledge and networks that are necessary for the next decade. Emergency managers in the workshop will be challenged to identify gaps in their own development and how these can be filled.

Rebecca Carr
CrisisConf – Director and Founder
Resilience through Preparedness

Roz Wheatley
Virgin Australia
General Manager
Business Resilience

(retired Jan 2020)

15:45 – Reorganisation and Refreshments

Repeat of Workshops 1-4

15:00 – End of Day One Programme

NETWORKING RECEPTION

(Sponsored by Centre for Crisis Psychology (CCP)) – 1745-2100hrs, Wednesday 20 May

Meet with old and new friends and enjoy our sponsor’s hospitality of drinks and canapés. Network with other
delegates, continue discussions with speakers and invited VIP guests and visit the relevant exhibition of
suppliers and service providers.

DAY TWO – Thursday 21 May 2020

The auditorium and exhibition will be open from 08:15hrs. Delegates are welcome from this
time to enjoy a coffee and confirm their schedule for Day Two.

The Chairperson will summarise the main points from Day One of the conference and set the scene for Day Two.

Richard Gordon
Bournemouth University
Director of Disaster
Management Centre

Major Airline Accident – Organisation and Management of the Long-term Effects and Recovery  

Flight 447 incident, Atlantic Ocean June 2009, with the loss of 228 passengers and crew

Theme: Coordination

The response to any emergency (however caused) is seldom quick. Crisis teams should be prepared for the long term and for the impact on normal operations. But our response changes with time. As information is confirmed and matures, the challenges become ever more complex and multiple agencies are invested in the response to our emergency.

We will examine the company organisation necessary for the long-term and how we communicate and cooperate with governments, lawyers, insurers and our own stakeholders. Importantly, this session will also consider the long-term support that we provide to victims and their families.

Löic Monguillon
Air France
Corporate Emergency Response Planning
General Manager

Understanding the Legal and Insurance Aspects of a Major Incident

Clyde & Co is a global law firm specialising in aviation and marine.

Themes: Coordination, Communications

All major losses will involve multiple other agencies. For emergency planners, it is very important to understand the roles of the main players, their associated priorities and the support that can be expected. Such understanding allows the airline or cruise line to prepare plans and to have realistic expectations of the shape and flow of a response.

Rob Ireland, as an experienced international aviation lawyer, will discuss the role of the legal company, insurer and insurance broker following a major loss. His aim is to clearly explain how the system of insurance, payments and communication work. From his own experience, Rob will also explain what you can expect from your legal and insurance representatives when you make that first call and how everyone needs to work together.

For the delegate, this is your opportunity to remove some of the mystery that surrounds the legal and insurance process. Come prepared with your questions.

Rob Ireland
Clyde & Co LLP
Partner

Severe Weather Conditions – Planning, Training and Response Operations

In the first of a series of three conference sessions, delegates are asked to carefully consider to what extent current contingency planning includes major disruptive events that are outside of the traditional scope of ‘emergency’ planning.

As one of its objectives, CrisisConf2020 is charged to challenge the historic role of the emergency planner and to ensure that the role is fit-for-purpose to meet all the risks faced by industry in the new decade.

Themes: Coordination, Resources, Communications

Kansai Airport (KIX), Osaka, Japan, September 2018. A violent, predicted, Typhoon Jebi sweeps across the centre of Kansai Airport causing significant damage, total suspension of operations, mass evacuation of stranded customers and staff (KIX is an island) and unprecedented challenges for airport and airline crisis managers.

This session will use the catastrophic effects of Typhoon Jebi to highlight the extent of emergency planning and how effective the plans were when severely challenged.

Jeremy will discuss the many competing challenges, how these were prioritised by the crisis team and the resources and ingenuity necessary to respond effectively. He will also discuss the essential nature of communications in a multi-national and multi-cultural environment. Sharing his personal reflections on crisis leadership, Jeremy will explain what went well and what lessons were learned that shaped the future of business continuity at Kansai Airports.

Jeremy Goldstrich
Kansai Airports
Corporate Executive Vice President and Chief Operating Officer

10:50 – Refreshment Break

Drone Attacks – Contingency Planning and Response

Themes: Coordination, Resources, Communications

Drone incursions at airports and ports are becoming more frequent, more coordinated and more hostile. In 2019, the number of reported drone near misses was 120+ just for UK airports.

Making headlines around the world, this is an international problem with drones blamed for incursions at London Gatwick in 2018, 2019 in Oman, Port of Dover, California, Dubai, India and Germany among many others.  

Our guest speaker will highlight the planning challenges for emergency managers and the contingency options for crisis response teams. He will explain how previous crisis plans and systems were not designed for the technological threats of the modern era. From those experiences, emerged more dynamic and flexible response plans.

Speaker TBC

Major International Airline

11:50 – Special Interest Workshops.

The Special Interest Workshops are for delegates to select topics that are most relevant and useful for the development of policy, strategy, plans and training. Delegates can select two Special Interest Workshops from the four offered each day (eight different workshops offered in total). The workshops are not just ‘presentations’, they are interactive learning and sharing opportunities.

Organisational Resilience

Theme: Coordination

(These session details will be refined by the speaker by end of February).

Emergency Managers are increasingly engaged in programmes to predict risks and mitigate their effects before they can become a crisis.

This workshop is a consideration of building and maintaining resilience across all aspects of an organisation. Using a recent example of the successes and bumps along the way, this Workshop will assist delegates to understand the fundamental steps towards Organisational Resilience. 

The session will include:

  • Programme initiation
  • Budgeting and the cost of doing nothing
  • Staff resources
  • Testing

Speakers TBC

Government aviation infrastructure provider

Business resilience experts

Crisis Management Centres

Themes: Coordination, Resources

Organisations with a crisis plan and a crisis team will almost certainly have a nominated facility from which to operate, a Crisis Management Centre. Some companies are fortunate to have dedicated facilities that are available for immediate operations. Most of us, however, have determined shared facilities, typically conference rooms or training rooms. 

In this workshop, Nicky and Andrew will discuss the preparation of crisis centres and how teams can make the most of the facility, using it as a tool, an integrated part of the response system.

From their experience of short and long-term operations from a crisis centre, Nicky and Andrew will cover:

  • Occupation and the Golden Hour
  • Essential equipment
  • Communications and briefings
  • Information Management (IT-based solutions v paper)
  • Establishing and maintaining operational ‘rhythm’
  • Working patterns and effective leadership
  • Managing both the staffing needs of your CMC and the requirements of normal operations
  • Exercises and drills in your crisis centre

Nicky Folwell
Titan Airways
Emergency Planning Manager

UK Aviation Emergency Planning Group Steering Committee

Andrew Baldwin
Carnival Group, UK
Director ORCA & CARE

 

Top-management – Engagement and Role for Major Response Operations

Themes: Resources, Communications

Our crisis management Organisation is necessarily multi-layered, trained and exercised in their duties. But how do we prepare the CEO and other top management? How is their critical role incorporated into the overall response?

In this workshop we will examine the involvement of top management in crisis operations and the benefits that an inclusive programme can provide.

Frank Ciaccio
Houston Airport System
Emergency Management Coordinator

The Crisis Management Plan – What Does ‘Good’ Look Like

Themes: Coordination, Resources

Should we judge our plans by weight (!), number of pages or by a review of how many times they are actually read?

There is no point planning if the resultant Plan is unusable. But many are because they are constructed as training manuals or they are burdened by policy and unnecessary administrative clutter.

In this workshop, Roz Wheatley will re-imagine the emergency plan. She will discuss how plans are prepared, assembled, maintained, communicated and accessed. Using the varied experiences of the audience, Roz will endeavour to define the 1 – 10 of essential Plan components and, most importantly, the A – Z of components that have no value.

Roz Wheatley
Virgin Australia
General Manager Business Resilience

(retired Jan 2020)

12:50 – Lunch

An opportunity for networking, follow-up discussions with speakers and to visit the exhibition of relevant suppliers and service providers.

Repeat of Workshops 5-8

15:25 – Refreshment Break

Cyber Attacks – Planning, Response and the Role of the Crisis Management Team

Themes: Coordination, Communications

In 2020, the threat to our systems’ infrastructure has never been more immediate or more sinister. The companies of every delegate at this conference invest heavily in protection, redundancy and systems’ security. But things go wrong. There are many recent cases in the travel industry of systems compromise or failure.

As emergency planning experts, to what extent are you involved in preparations for cyber failure?

Our speaker represents a major global brand that was the victim of a devastating cyber attack. They will be assisted by our expert facilitator, Dominic, to explain that cyber crises may have a different source than typical emergencies but the consequences that must be managed are ones shared by many crises. Operations are disrupted, customers are angry, the news media is at your front door, crisis teams are activated, and your brand is threatened.

This is the last of our series of topics on Major Disruptive Events. We hope we have demonstrated the expanding resilience portfolio. The threats in 2020 to our operations have never been more diverse. Cyber, drones, regional instability, terror attacks and changing weather patterns all feature on risk registers. But how many of these are part of the company’s crisis management plan and for training, or are they managed in functional “stove-pipes”? Through case studies, we have reviewed the role of the modern crisis manager and the readiness of corporate crisis teams to manage all risks.

Facilitator:

Dominic Cockram
Deloitte
Partner
(specialising in Cyber response and resilience)

Speaker TBC
Major Global Company

How the News Media Respond and Operate During a Crisis

Theme: Communications

During this conference, we have heard from many colleagues and speakers of the importance of being better prepared by understanding the different roles and priorities of the departments and organisations that respond during a crisis.

Understanding the news media, how they are activated, respond and operate is just as important.

Our special-guest speaker, Adrian Wells, will paint a fascinating picture of the planning and logistics that go into a major deployment of international news resources to cover a major incident. He will explain what actually happens inside media companies when a big story breaks.

Adrian will include useful information on:

  • collaboration
  • communication between the news media and the effected company
  • best and worst case for companies handling media and crisis management

Adrian Wells
ENEX Luxembourg
Managing Director

(former Head of International Development at Sky News and Planning Editor for the BBC)

Richard Gordon
Bournemouth University
Director of Disaster
Management Centre

Conference Themes

Care

Ensure victims, families and employees remain our Number 1 priority

Resources

Properly prepared staff and robust logistics arrangements

Communications

Consistent information to all audiences on all platforms

Coordination

Strong links with all agencies and understand differing priorities

CrisisConf2020 Programme Highlights

Looking back to move forward

How did we respond to and recover from historical major incidents?  Planners and responders from those incidents share their experiences, good and bad, and allow a contemporary examination to make sure we apply the lessons they learned.

The expanding resilience portfolio

The threats in 2020 to our operations have never been more diverse.  Cyber, drones, regional instability, terror attacks and changing weather patterns all feature on risk registers. But how many of these are part of the company’s crisis management plan and for training, or are they managed in functional “stove-pipes”? Through several case studies, we will review the role of the modern crisis manager and the readiness of corporate crisis teams to manage all risks.

Understanding accident processes

Accident investigation, site remediation, Disaster Victim Identification, insurance settlement, return of personal property. Processes that are not our direct management responsibility after an accident but vital to understand. Company officers and crisis managers, ask yourself if you can explain the basics to affected families, they will certainly want to know.

Development of specialist response teams

Few organisations have the luxury of full-time response personnel. We rely on internal programmes, often voluntary, to provide front-line support to affected persons and their families. The ‘CARE’ or ‘SAT’ personnel, working far from home, are fundamental to the judgement that will be made on the quality of the company response. We will closely consider the role of these teams, their preparation, deployment and how we communicate and look after them… short and long-term.

Planning for a long-term response

The response to any emergency (however caused) is seldom quick.  Crisis teams should be prepared for the long term and for the impact on normal operations. But our response changes with time. As information is confirmed and matures, the challenges become ever more complex and multiple agencies are invested in the response to our emergency.  We will examine the organisation necessary for the long-term and how we communicate and cooperate with governments, lawyers, insurers and our own stakeholders. Importantly, this session will also consider the long-term support that we provide to victims and their families.

Facility attack and evacuation

With the experience of a front-line senior manager we will review attack scenarios and the immediate actions required of staff.  A true multi-agency and collaborative response is necessary but what meaningful planning and exercising can we achieve when are facilities are in constant use? 

CrisisConf2020 Workshops

Eight special-interest workshops will be offered at the conference. Delegates can choose the two workshops each day that are most useful to their own development. Several workshops will further develop the detail of topics presented during the plenary session. The workshops currently planned are:

Organisational Resilience

Using a recent relevant example (including all the bumps along the way), this workshop will discuss the fundamental steps towards a truly resilient business. The session will include programme initiation, budgeting, resources and testing.

Development of emergency planning managers

This workshop will focus on the needs of today’s emergency planner to ensure they can fulfil an increasingly complex job requirement. What training is required and are the programmes relevant? How useful is peer support? Indeed, what does a ‘good emergency manager’ look like?

Crisis Communications – collaborate for consistency

It is essential for the company communications staff and emergency planning staff to collaborate. Isolated, departmental preparation will result in an uncoordinated approach at the time of an incident, mis-information and lack of confidence in a company’s ability to manage its response. This workshop will focus on nurturing the important relationships, internal and external, to ensure a co-ordinated communications response with no surprises. 

Armed attack

We all share one certainty: we have staff working in exposed front-line facilities. This workshop will promote awareness on the actions to take to be safe. We will consider real examples, government advice, communications and training of staff.

Deployment of staff to incident locations

The typical scenario – called at night, quickly briefed, flown for 8 hours to an unfamiliar country and then expected to manage the incident. Often called ‘Go Teams’, how well prepared and equipped are your staff? This workshop will challenge the proportion of time spent preparing corporate teams v go teams and consider the essential management of this vital resource. 

Exercises and drills

Sometimes the trickiest conversation starts with, “I’m scheduling the next exercise and I need your diary availability”. We exercise because we need to know how to get up again when we fall over.  Properly managed, exercises will dramatically improve your response to an emergency, fact!  This essential-skill workshop will introduce the techniques necessary to design, run and debrief your own exercises.

Effective Crisis Management Centres

Any location, no matter how elaborately equipped, is only as good as the team working inside. In this workshop we want to discuss the performance criteria for the core crisis management team, the working patterns and effective leadership.

A model crisis management plan

Should we judge our plans by weight (!), number of pages or by a review of how many times they are actually read? There is no point planning if the resultant Plan is unusable. This workshop will re-imagine the emergency plan: how it is assembled, maintained, communicated and accessed. 

Preparation of Top Management for their role in a crisis

Our crisis management Organisation is necessarily multi-layered, trained and exercised in their duties. But how do we prepare the CEO and other top-management?  How is their critical role incorporated into the overall response? We will examine the involvement of top management in crisis management and the benefits that an inclusive programme can provide. 

Congratulations to the Programme Committee for their commitment to produce a world-class schedule for their industry peers:

Andrew Baldwin – Carnival Group
Iain Bough – Etihad Airways
Frank Ciaccio – Houston Airport System
Sam Murdoch – Royal Caribbean
Nick Orwin – London Luton Airport
Roz Wheatley – Virgin Australia

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