NOV.

2020

CRISIS
MANAGEMENT PLAN

ESP EXISTS
TO
EMPOWER PREPARED FOR EXTRA
PEOPLE OF SPECIAL PEOPLE
ALL WATKINSVILLE
ABILITIES Written by:
Katie Plowman, Peyton Pose, Emma Shirkey, Mary
Renfroe, Olivia Thomas, Marta Torres, Thomas
Touchstone, & Morgan Wiese
 Table of Contents
Table of Contents...................................................................................................................2
Confidentiality Statement................................................................................................3
Introduction...............................................................................................................................3
Purpose/Objectives................................................................................................................3
Summary of Pre-Gathered Information....................................................................4
Acknowledgements..............................................................................................................6
Crisis Management Team..................................................................................................7
Health & Safety Contract....................................................................................................8
Incident Report Form...........................................................................................................9
Rehearsal Dates......................................................................................................................10
Crisis Control Center Designation................................................................................11
Equipment & Supply............................................................................................................12
Key Publics...............................................................................................................................13
Secondary Contact List.......................................................................................................14
Communication Strategy Worksheet........................................................................15
Communication Response Definitions.....................................................................16
Crisis Warning Signs............................................................................................................17
Key Media....................................................................................................................................18
Trick Questions........................................................................................................................19
Technical Jargon....................................................................................................................21
Crisis Emotions & Coping..................................................................................................22
Key Messages...........................................................................................................................23
Web Page & Media Samples...........................................................................................24
Sample Blog Post..................................................................................................................25
Post Crisis Evaluation Form.............................................................................................26
Crisis Management Plan Evaluation Form.............................................................28
Press Release Template.....................................................................................................32
Internal Announcement Template.............................................................................33
News Release Template....................................................................................................34
Press Kit Template................................................................................................................35
CONFIDENTIALITY STATEMENT
This Crisis Management Plan was created for the internal use of
Extra Special People only. The information stated within the
plan is confidential and should be distributed only to those
who must have knowledge of its contents if a crisis case should
arise. If you are not the intended recipient of this plan, note
that copying, distributing, or disclosing any of the information
within this plan is strictly prohibited.

INTRODUCITON
This Crisis Management Plan provides and outlines steps that
Extra Special People will take when in the face of a crisis. This
specific plan was created by a group of students at the
University of Georgia to provide Extra Special People with
knowledge and resources for a time of crisis. Such crises may
include participant injury, participant runaway, employee
scandal, event cancellation, disruption of funding source,
negative social media reviews, or public lawsuit.

PURPOSE & OBJECTIVES

Purpose: The purpose of this plan is to prepare Extra Special
People to handle any crisis that may arise. This plan also
provides tools to navigate through any negative impacts
caused by the crisis such as rumors, injury, emotional distress
and/or reputational damage.

Objectives: To equip Extra Special People with tools that can

be used in a time of crisis such as incident report forms, a
communication control worksheet, evaluation forms, and press
release templates.
Summary of Pre Gathered Information

ESP Mission Statement

“ESP envisions a world where every person, of every ability, in
every community has universal access to transformative
experiences.”

Goals
Sustain, Grow, and Manage Programs
Sustain, Grow, and Manage the Support Programs
Sustain, Grow, and Maintain Operations
Camp Hooray (forge national relationships)

ESP Main Programming

Afternoon Programs: 12 week-program in the afternoon that
offers a variety of skills classes for all ages and abilities
Summer Camp: 8 weeks of camp experience offered to
children and adults of all abilities
Weekend and Special Events: social events take place on the
weekends and special events are events like holiday parties.
With special events. there are opportunities for the whole
family to get involved.
Family support events: support is offered to families in the
form of counseling, family dinners, and other resources. They
also attempt to connect families together to create a strong
community and support network
Big Hearts Pageant: this is the biggest fundraiser they have
Upcoming Events
Big Hearts Pageant on February 12th, 2021
Big Jump is held in the summer
Big Ball For All is in August
Friend Fridays are during summer camp sessions

Volunteering
1,000 yearly volunteers
25,000 volunteer hours

2020 Corporate Sponsors

Bulldog Kia, Southern Protective Group, The Sign Bros,
Oconee State Bank, Restore Pros, Allied Paving
Contractors Inc, Athens Seed Lawn & Garden, Sound
Insight, CEI Cable Inc, Golden Pantry, Bank South,
Christian Roofing and Remodeling, Athen
Neurological Associates, AmeriPride Linen and
Uniform Services, Piedmont Athens Regional,
Stripling’s General Store, HR Strategies
 EMPLOYEE
ACKNOWLEDGEMENTS
We, the employees of Extra Special People (Watkinsville),
affirm that the information attached has been read and
understood thoroughly. Further, we will reach out to the
developers of this crisis management plan if there are
additional questions. We understand that the provided
information is to serve as a general reference and guideline if
any of the discussed crises take place.

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______

Employee name printed: ___________________________

Employee signature: ______________________________ Date: _______
 CRISIS
MANAGEMENT TEAM

Laura Whitaker Nicole Andrews Jake Sapp

Executive Director Executive Coordinator Director of Programs
laura@extraspecialpeople.com nicole@extraspecialpeople.com jake@extraspecialpeople.com

Gina Elliot Ashley Stewart Katrina Christmann*

Director of Operations Director of Development Marketing Manager
gina@extraspecialpeople.com ashley@extraspecialpeople.com katrina@extraspecialpeople.com

*Designated Media Spokeswoman

**Additional members may be added to the crisis management team as applicable
Health & Safety Contract

ESP Inc. is a nonprofit operation which exists to empower people of all

abilities. We aim to create transformative experiences for people for
people with disabilities and their families, changing communities for
the better. In this process, we hold ourselves to be the most
considerate of the health and safety of our community. As an
employee and/or volunteer of ESP, it is imperative that you too
become an advocate for risk elimination and support our mission for
culminating a community of support and growth.

To this effect, I __________________________________ pledge to:

1. Fully complete the training required of me prior to any interaction
with ESP participants.
2. Prioritize the health and safety of all involved in any ESP events.
3. Respect the abilities of all members of the ESP family.
4. Maintain the image of what is expected of me to wear including
but not limited to closed toe shoes, ESP t-shirts, proper PPE.
5. Notify superiors if I am made aware of any crises or concerns.
6. Hold other employees and volunteers to the high standards which
I expect of myself.

_____________________________________________________________
Signature Date

_____________________________________________________________
Printed Name
Accident/Incident Report Form
Injured Party Details

Name:_______________________________________________________
Department:_________________________________________________

Accident/Incident Details

Date:______________________________________________
Location:___________________________________________
Reported to whom:__________________________________

Full accident/incident details – Check all that apply

Injury

If other, please explain:_______________________________

Location of Injury

If other, please
explain:___________________________________________
Result of accident:

Treatment Received
Hospitalization
Contributing Factors:__________________________________
Equipment Damage Summary:________________________
Was emergency contact notified? Y / N
Print Name:_______________Signature:__________________
 REHEARSAL DATES &
PREPARATION
New Hire Orientation

Prior to interaction with any participants or within the first two weeks of fire, all employees or
volunteers (full-time, part-time, temporary employees, and contractors) must complete CPR
and seizure training as well as training in special medical needs where applicable. Failure to
complete training within two weeks will result in administrative consequences.

Volunteer Training

All summer staff members must complete summer staff training to cover active shooter and
fire emergencies. Semester Interns also received an abbreviated version of this training.
Failure to complete training within two weeks will result in ineligibility to volunteer.

Annual In-Depth
Simulation Meeting

Every January, all employees and volunteers must attend this annual simulation meeting. At
this meeting, all full-time employees, part-time employees and volunteers will participate in
an organizational crisis simulation. These mandatory meetings ensure that employees and
volunteers are equipped to properly work through an organizational crisis.

Program Recap Meeting

Within the two weeks before the start of programming (i.e. summer camp, rehearsal for Big
Hearts, etc.), all current employees and volunteers must attend a recap orientation. These
orientations include summer camp training and after-school program training. All part-time
employees, full-time employees and volunteers will be trained to accurately and safely
facilitate these programs.

Parent Crisis Orienation

Within the two weeks before the start of summer programming, ESP will hold a required
parent orientation. Parents will learn about the programming’s dates, faculty and volunteers,
and procedures. At this orientation, all legal guardians will sign a consent form and provide
medical information.
Crisis Control Center Designation

All communication and meetings regarding

this crisis should be conducted to and
through Extra Special People, Inc. unless
otherwise stated. The Crisis Management
Team detailed above will be contacted with
an email asking them to immediately report
for crisis management from the Executive
Director. At such time please report to the
address below.

Extra Special People, Inc.

189 VFW Drive
Watkinsville, Georgia 30677

In case of emergency, please consult ESP’s

Executive Director for an alternative crisis
control center designation.
Equipment & Supply

Emergency funds / savings

Participant / employee / volunteer emergency
contacts
Participant / employee / volunteer ID
information
Bank statements
Insurance policies
Tax returns
Projector and screen
Public address, announcement system
First aid kits
Hand sanitizer, gloves, masks
Employee / volunteer cell phones (and/or
walkie-talkies)
Cell phone service, Wifi
Clearly marked exits
Fire extinguishers, smoke detectors, sprinkler
system
Backup generators, emergency lighting
Maps of property and surrounding local area
Vans / evacuation transportation
Water bottles and sunscreen (for summer camp)
List of Key Publics

Internal Publics:
Employees
Volunteers

External Publics:
Participants
Family of Participants
Corporate Sponsors
“Fan Club” Donors
UGA Students

Notifying Key Publics:

Personal Call/Text/Email
Website
Social Media
Zoom Meeting
Newsletter
Secondary Contact List

Emergency Contacts:
1. Dial 911 if immediate assistance is needed.
2. UGA Police Department:
a. Phone: 706-542-2200
b. Website: UGA Police
c. Address: 286 Oconee St., Suite 100, Athens, GA, 30602
3. Watkinsville Police Department:
a. Phone: 706-769-7891
b. Website: Watkinsville PD
c. Address: 191 VFW Dr., Watkinsville, GA, 30677
4. Athens Police Department
a. Phone: 706-613-3330
b. Website: Athens PD
c. Address: 385 Fairview St., Athens, GA, 30601
5. Watkinsville Fire Department:
a. Phone: 706-769-3975
b. Website: Oconee County Fire
c. Address: 7580 Macon Hwy, Watkinsville Ga, 30677
6. Athens Fire Department:
a. Phone: 706-613-3360
b. Website: Athens Fire Department
c. Address: 1198 S Milledge Ave., Athens, GA, 30605
7. Poison Control:
a. Phone: 1-800-222-1222
b. Website: Poison Control
Communication Strategy Worksheet
Communication Response Definitions

Denial: claiming there is no crisis

Scapegoat: blaming the crisis on outside entities or

an internal entity that the organization is planning to
dissociate or cut ties with

Excuse: attempting to minimize crisis responsibility

by claiming lack of control over the event of intent to
do harm

Justification: attempting to minimize perceived

damage caused by the crisis

Ingratiation: praising other stakeholders and/or

reminding people of past good works

Regret: expressing that they feel badly about the

crisis

Apology: accepting full responsibility for the crisis

and asking stakeholders for forgiveness

Corrective Action: making amends for the crisis

through reparative actions
Potential Crisis & SIgns
Key Media

Traditional

The Atlanta Journal-Constitution

Phone: 404-522-4141
Website: AJC

The Red & Black

Phone: 706-433-3000
Website: The Red and Black

The Athens Banner-Herald

Phone: 706-549-0123
Website: The Athens Banner-Herald

Owned Media The Oconee Enterprise

Phone: 706-769-5175
Website: The Oconee Enterprise

Owned Media

Twitter: @ESP_inc
Instagram: @esp_inc
Facebook: @ExtraSpecialPeople
Website: espyouandme.org
Youtube: Extra Special People, Inc.
Trick Questions
One tactic that the media may employ is to ask the press liaison trick
questions. Trick questions are defined as questions which are phrased
to intentionally direct blame or fault onto an organization undergoing
a crisis. When answering these questions, it is of utmost importance to
reinforce the values of the company and provide few details which
may be misconstrued as accepting blame for the crisis. Equally, this
issue may become less relevant for crises in which ESP is advised to
accept full responsibility. However, in both situations, it is critical to
acknowledge that media questions may be attempting to
“pigeonhole” the organization into an unflattering position.

Below are examples of trick questions that could be asked for a

variety of crises and how the press liaison should attempt to answer
them.

1. Will ESP be taking any or all responsibility for (Crisis X) at this time?

Do not accept full responsibility State an investigation is underway to

determine the causes of the crisis. Emphasize that the safety, joy, and
growth of all participants, families, and employees is of greatest
concern to ESP.

2. Is ESP currently (suing/being sued) or expecting participation in a

lawsuit regarding (Crisis X) in the near future?

Do not lie about the involvement in a lawsuit; if you are being sued
state that you are but do not give any updates on the status even if it
looks like the case will turn out in ESP’s favor.
“I will be giving no further comment on the lawsuit to ensure the
confidentiality of the case for the sake of the involved parties.”If you
are not in a lawsuit, state so and say that you do not anticipate any
issues escalating to a legal matter.
3. How does ESP’s health and safety regulations play into how (Crisis
X) occurred?

ESP holds ourselves to the highest regulations for health and safety.
We have taken every possible precaution to avoid (Crisis X).”Detail
specific regulations ESP has in place which could have prevented this,
even if they were ignored or not typically followed. Emphasize that
they will be more strictly enforced in the future. If applicable, relay
information about forming new regulations.

4. Do you expect (Crisis X) to become a serial issue?

“Absolutely not.”; Make no further comments.

5. When do you expect for there to be a resolution to (Crisis X)?

Depending on the crisis, take a moment to address different aspects

of what has occurred. If there was property damage, say that that will
be corrected shortly. If there is a lawsuit involved, say it is ongoing. If
participants were involved, say that will be handled on an individual
basis at the comfort level of the participant and their family.
Technical Jargon

ESP is committed to serving people of all abilities. This is a list of

common conditions that ESP encounters. All definitions are
taken from the CDC (https://www.cdc.gov).

Cerebral Palsy: “affects a person’s ability to move and maintain

balance and posture; affects a person’s ability to control his or
her muscles”

Down Syndrome: “a condition in which a person has an extra

chromosome, which can cause both mental and physical
challenges”

Autism Spectrum Disorder: “a developmental that can cause

significant social, communication, behavioral challenges; there
is often nothing about how people with ASD look that sets
them apart from other people, but people with ASD may
communicate, interact, behave, and learn in ways that are
different from most other people”

Traumatic Brain Injury: “caused by a bump, blow, or jolt to the

head that disrupts the normal function of the brain; can cause a
wide range of functional short- or long-term changes affecting
thinking, sensation, language, and/or emotion”

Spina Bifida: “a condition that affects the spine and is usually

apparent at birth; it is a type of neural tube defect that might
cause physical and intellectual disabilities that range from mild
to severe”
Crisis Emotions & Crisis Coping

Members of the crisis management team must be aware of

the emotional implications a crisis will take on any employee,
volunteer, participant of programming or parents of those
taking part in ESP. It is of utmost importance that the CMT
treats the affected public with empathy, patience and
kindness. Some of the emotions that publics may be
experiencing include:

Fear: Many of the affected public will likely feel concerned

about the possible lack of funding of ESP or be worried for
the safety of ESP participants.

Anger/betrayal: It is likely that members of the affected

public will lose confidence in ESP. Feelings of anger are often
tied to anxiety about the situation.

Anxiety: Members of the ESP family who support ESP may

feel anxiety over the ramifications a crisis will have on the
organization, especially if they are closely tied to a participant
who has benefitted from ESP programs.

Sadness: The public will likely believe that a crisis ESP

experiences is sad because of the good work the programs
do in the community.

Disappointment: People may be disappointed in ESP for

letting the crisis happen or they may be disappointed that
something crisis-related has happened to ESP.
Key Messages

Extra Special People believes in creating a supportive

community for individuals with special needs to help
them grow.
Extra Special People welcome participants with Autism
to Traumatic Brain Injuries with no upper age limit. At
ESP participants will never be turned away due to their
ability.
Extra Special People strive to reach thousands of
individuals with disabilities in our region and provide
accessible experiences for young and older participants
of all abilities in our community to excel!
Web Page & Media Samples
Sample Blog Post

Blog Post Copy:

“This is what we train for.

Here at ESP, we make sure our volunteers and employees alike
are prepared to keep our campers safe and accounted for. Earlier
today, a camper went to the bathroom without alerting his
counselor and was momentarily absent. One of our volunteers
noticed he was missing almost immediately and promptly
alerted the staff. All activities ceased until he was located and
every other camper was accounted for. Thankfully there was no
sense of panic or confusion amongst his peers and the rest of the
day continued in a fun and safe manner.
We will always inform you about incidents like this to confirm
your trust and solidarity in ESP and our staff. We are so happy to
have such hardworking volunteers and employees who always
keep the campers' best interests at heart. Thank you for your
continued support!”
Post-Crisis Evaluation Form

The intent of this form is to review the effectiveness of the crisis

response post-crisis. Please fill out this form to your best ability.

1. Name, Date, Position.

2. What was your role in the crisis?

3. How did you learn about the incident?

4. On a scale of 1-5, with 1 being not at all and 5 being

completely, rate your satisfaction with how you were notified.

5. How can the internal notification process be improved?

6. On a scale of 1-5, with 1 being not at all and 5 being
completely, rate how well you think the situation was handled.

7. Did you see any problems with Extra Special People’s key
messaging during the crisis?

8. How could Extra Special People’s crisis management plan

be improved?

9. How could this specific incident have been prevented?

10. How could Extra Special People prevent crises in the

future?
Crisis Management Plan Evaluation Form

The intent of this form is to review the effectiveness of this crisis management
plan. Please fill out this form attentively and turn it into your supervisor, as it
will provide critical feedback to your crisis management team about the
efficacy of this plan.

Please rate the following statements below from 1-5, with 1 being not at all and
5 being completely.

1. I am aware of the other members on the crisis management team.

1 2 3 4 5
Not at all Completely
Comments:

2. My contact information provided in this plan is current and accurate.

1 2 3 4 5
Not at all Completely
Comments:

3. I agree with the proposed crisis rehearsal dates

1 2 3 4 5
Not at all Completely
Comments:

4. I understand my role and responsibilities on the crisis team if a crisis occurs

1 2 3 4 5
Not at all Completely
Comments:

5. I understand and agree with where the crisis control center designation is
located.
1 2 3 4 5
Not at all Completely
Comments:
 6. I understand Extra Special’s key messages that are listed in this crisis
management plan.
1 2 3 4 5
Not at all Completely
Comments:

7. I agree with the key publics presented in this plan.

1 2 3 4 5
Not at all Completely
Comments:

8. I understand how to notify different key publics depending on which are

affected in a crisis.
1 2 3 4 5
Not at all Completely
Comments:

9. I understand the definitions presented in this plan.

1 2 3 4 5
Not at all Completely
Comments:

10. I understand the list of potential trick questions and technical jargon
warnings.
1 2 3 4 5
Not at all Completely
Comments:

11. I understand the list of possible crisis warning signs.

1 2 3 4 5
Not at all Completely
Comments:
12. I understand and agree with the crisis communication strategies presented in this
plan.
1 2 3 4 5
Not at all Completely
Comments:

13. Overall, I believe this is an effective crisis management plan, and the information
within will be beneficial to Extra Special People.
1 2 3 4 5
Not at all Completely
Comments:
Crisis Appendix Templates
Press Release Template
Internal Announcements
Facebook Post
Instagram Post
Website
Press Release Template
Internal Announcements Template
News Release Template
Press Kit Template

Photos courtesy of espyouandme.org