Proactive Crisis Management: Supporting our partners in times of need
As facilities management continues to evolve, it is essential for businesses to regularly evaluate and strengthen their crisis management strategies to ensure a planned and structured response to unexpected events, reduce operational disruption and mitigate damage.
Events such as extreme weather, supply chain disruptions, equipment failures, and non-compliance with regulations can significantly impact and threaten the longevity of any business.
Recent extreme weather events across Australia, including a ‘one in 500-year flood’ and Cyclone Alfred, caused widespread flooding, power outages, road closures, and traffic signal failures, leaving thousands of homes and businesses inundated and negatively impacting the operations of local businesses.
Our Two-Step Approach
In response to such crises, City follows a structured two-step approach: Planning and Preparation, followed by Rapid Response and Recovery, to ensure our partners’ sites remain safe and operational. This approach was implemented during recent weather events, with our Operations Team working tirelessly and efficiently to support partners Bunnings, Coles, Goodstart, Guzman Y Gomez, Kmart, Lifeblood and mycar.
Planning and Preparation
Central to success is proactively assessing potential damages well in advance. Working closely with our partners we implemented essential safety protocols designed to safeguard our teams and minimise the risks associated with flooding, power outages and structural damage, including:
- Sandbagging high-risk areas to prevent water ingress, preparing sites by clearing drains and gutters, and helping to move furniture and stock at risk to higher ground.
- Assessing site drainage and flood risk, and installing flood barriers and pumping equipment.
- Planning for drainage issues, electricity supply, and building damage.
- Securing temporary generators to ensure sites had access to power to remain trading during the outages.
- Implementing a live job tracker to streamline support efforts and seamlessly assist with logged jobs.
- Establishing a clear crisis management team structure to handle crisis-related issues and crisis-related communication channels.
- Defining and communicating escalation procedures through our 24/7 Helpdesk.
- Establishing relationships with local and relevant emergency services.
Rapid Response and Recovery
Severe weather events can result in large-scale damage including roof leaks, collapsed ceiling panels and significant power outages. We act fast to help with business recovery and clean-up efforts to support our partners during times of crisis. Our response includes:
- Creating and implementing business continuity plans for partial/full site loss and conduct business impact assessments.
- Developing protocols in accordance with legislation and partner policies, such as social distancing and remote work procedures during COVID-19.
- Developing temporary relocation plans, backup IT systems and documents.
- Creating detailed asset registers and critical equipment lists during crises.
- Deploying technicians to restore power through temporary generator connections and address additional repair needs.
- Repairing and cleaning storm-damaged buildings.
- Inspecting and clearing stormwater systems to prevent further flooding and developing a Drainage Maintenance Schedule.
- Removing debris, including fallen trees, blocked drains and damaged infrastructure.
- Restocking shelves, securing shade sails and replenishing essential supplies where needed.
- Streamlining supply chain operations and supporting high volumes in distribution centers.
- Attending multiple disaster recovery meetings to keep our partners updated and informed throughout the recovery period.
An effective crisis management strategy must consider all aspects of its facilities and incorporate actions that streamline operations and enhance safety and efficiency. Working with a leading facilities management team can support your crisis response. Get in touch to find out more.
