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Significant confusion can arise if it is unclear whether a crisis is underway. It is therefore advisable to establish who has the authority to determine whether a crisis exists and whether a response needs to be scaled up. This authority typically lies with senior management or the Board of Directors.
It is often helpful to hold a consultation before escalating the response; for example, between the crisis coordinator and a member of senior management on duty. In such cases, the crisis coordinator serves in an advisory role, and the member of senior management decides whether or not to escalate the response.
Since a crisis can arise at any moment, it is important to ensure that someone with this authority is always available. This prevents chaos or confusion during holidays, weekends, or evenings. Make sure the contact information for the person with this authority is readily available and that they can be reached. By creating on-call schedules, for example, you can ensure that someone with this authority is always available.
Here’s a quick tip: Forward a landline number to the executive on duty. That way, no one has to look up who’s on duty or find the correct contact information, and people can always call that landline number.
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