Crisis Event Definition and Operational Response Procedure

A Crisis Event is defined as any event outside of normal operational procedures that would require management assistance to resolve.

For every Crisis Event:

1) Event Management (Specific Staff List) must be informed via text and email, and/or phone as necessary.

2) Event Management must determine if Executive (Specific Staff List) should be advised, and if EXECUTIVE contacts are necessary.

3) Control room/Help Desk staff will communicate the event (via THIRD PARTY) to Event Management Teams and initialize EXECUTIVE conference call.

4) Event Managers will start addressing event, with deference given to EXECUTIVE (Specific Staff List) on proposed solution approvals.

5) Control room/Help Desk staff will provide 15 minute status updates (via THIRD PARTY) based on EXECUTIVE Conference Call communications.

For all Crisis Management situations, the following roles must be accounted for:

Role:	Responsibility:
Control Room Help Desk	Initial Response to Event; Primarily responsible for THIRD PARTY text and email communications, and initializing EXECUTIVE Conference call. During event, continues trader support and reporting issues seen to Incident/Communication Managers.
Control Room Operations	Initial Response to Event; Secondarily responsible for THIRD PARTY text and email communications, and initializing EXECUTIVE Conference call. During event, continues monitoring and reporting issues seen to Incident/Communication Managers.
EXECUTIVE Conference Call Manager (Specific Staff List)	Manages communications between conference call and control room, as well as SMS/email updates.
Incident Manager (Specific Staff List)	Assigns and manages all event research, corrective action, and communication staff, as well as their activity.
Communication Manager (Specific Staff List)	Acts as liaison between staff outside of the control room and in control room as necessary.
Compliance Regulatory Manager (Specific Staff List)	Confirms Compliance and Regulatory issues are accounted for, in coordination with EXECUTIVE conference call.