blog post – third quarter 2022
the phone call
I remember the first time the phone rang to tell me there was a crisis at my organisation. I sort of split in two with one part of me listening to my boss and the other part having a conversation with myself about how this was not really happening.
The phone call came on a weekend. Crises rarely happen during the convenient hours we practice them in exercises. I was about to step out to do weekly errands. I quickly realised that I had never given any real thought to how I would manage my personal life if I had to step away from it for a period of time.
I was asked to report immediately to the crisis centre. I jumped in the car and about halfway to my destination I realised I had no idea how long I was going to be needed. I had not brought anything with me, so I made a quick stop at a convenience store to buy a toothbrush, toothpaste, and some deodorant. Those would later be godsends as we did not go home at all for two days.
Driving the rest of the way to the command centre I suddenly wondered if I would still be required to report for duty if I were ill or if I were recovering from a night of partying. (I was much younger then.)
Even before I got to the centre and began my assignment, I had learnt my first lesson. Be ready for the call.
After the crisis passed, I developed a checklist to ensure I would not be caught off guard again. That checklist has been refined over the years, but the basics still apply.
1. If you have a family, ensure you have had a discussion with them about your role in a crisis. How a phone call may take you away for days. Explain what you will be doing so they understand how it may impact your mood as well as your availability. If you are single, ensure you know how the mail will get collected, the bills will be paid, and the dog will be cared for in advance of anything happening.
2. Have a self-assessment process. Are you fit to do your role? If you are ill and can spread the illness, you can take down the whole crisis team. If you have been drinking, your judgement may be impaired or you could end up talking with a critical external stakeholder with alcohol on your breath. What if you are in the middle of a personal crisis – like a family member having just died? It may be difficult for you to be effective in your crisis role. As bad as it sounds, there may be times when discussing your options with the crisis team may be the better decision.
3. Have a bag packed for several days. If you might travel beyond your hometown as part of your assignment, be ready for all kinds of climates. Pack work, leisure, and solemn occasion clothing. Include extra eyeglasses, medication, charging cords, passport, etc. I always take something special that I can look at, hold, or eat when I need a moment outside the crisis. (An Almond Joy bar takes me to a happy place even in the toughest of times.)
4. Ensure you have all your crises materials available to you 24/7/365. Keep electronic devices charged at all times. Have paper back-ups. Murphy’s law will be in full bloom when crisis strikes.
5. Customise your checklist to your personal situation. Maybe you want to have select phone numbers listed, important dates (e.g. like your daughter’s birthday) that you don’t want to miss even when your attention is directed elsewhere, and things that are specific to your situation.
6. Ensure all of the above can be accessed and actioned whether you are at home asleep or deep in the woods on a hike with friends.
This is a simple checklist you can create and customise to your organisation at no cost. More importantly, it will improve your readiness when a crisis strikes.
Be different. Be ready.