Our client is a leading disability support provider, established in the early 1970s. With a successful history, they were set to expand their operations from August 2019 with an additional 70+ Victorian Government group homes to be integrated into the business.
This, alongside the (at the time) upcoming Disability Royal Commission highlighted the potential need for them to have a Crisis Communications program to ready the organisation for any issues that may arise.
While in the past the organisation responded to ad-hoc situations, the impending structural change of the business, together with the Royal Commission had the potential to bring a new (and potentially unwanted) focus on the brand – including their people, services, employees, management and Board.
Our approach was to establish Crisis Communications Processes, Policies and Approaches by identifying current gaps, risks and threats to the business while establishing key messages, trained spokespeople and measurements.
Reputation is everything, and getting ahead of how you'll respond to crisis is vital given all the disasters.
Founder + Director at Resilient Ready
The disability support provider now has a robust Crisis Communications strategy including an issue mapping process to monitor potential situations. A crisis response team has been established with workflow process maps supporting changes in staff.
The strategy is updated annually with our founder Renae Hanvin providing strategic advisory support as required.