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Significant confusion can arise if it is unclear whether a crisis is occurring. Therefore, it is prudent to establish who holds the authority to determine if a crisis exists and if escalation is required. This mandate typically rests with the executive level or the Board of Directors.
It is often beneficial for consultation to occur before escalation; for instance, between the crisis coordinator and an on-duty executive. In such cases, the crisis coordinator assumes an advisory role, while the executive makes the decision regarding whether or not to escalate.
Given that a crisis can arise at any moment, it is crucial to always have someone available who holds this mandate. This prevents chaos or ambiguity during holidays, weekends, or evenings. Ensure that the contact details of the mandated individual are available and that they are reachable. By establishing on-call schedules, for example, you ensure that someone with this authority is always available.
A quick tip: Divert a fixed telephone number to an on-duty executive. This eliminates the need for anyone to search for who is on duty or their correct contact details, allowing calls to always be directed to that fixed number.
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