David Faktor is the Head of Public Affairs & Communications for St Vincents & Mater Health (Australia’s only group of Schedule 3 public hospital and the private hospital both run by a not-for-profit Catholic Health organisation). He has offered to share some insights on St Vincent's management of a recent crisis.
In recent times David has been involved in handling missing patients, an ACCC investigation of an anaesthetist’s cartel, publicly negotiating private health insurance contracts and a fraud investigation. He has to think about Government, donors, doctors/staff, local community, patients and the church as stakeholders. All while running the NFP efficiently as a multi million dollar business which is in the national and international spotlight.
On 3 April 2012, a high voltage cable controlling all signals on the Geelong train corridor became defective. This effectively brought the service to a standstill as trains could not travel with no safe working signals or communications. While most trains were able to get to station platforms, two train services were stranded in inaccessible terrain for nearly four hours. Buses were unable to get to the trains and to make things worse; one of the carriages had a faulty public address system, effectively leaving customers with no communication from V/Line. Hear how V/Line handled the crisis, the use of social media, the learnings and how it dealt with exactly the same problem happening only seven days later.
When Sandy hit the east coast of the U.S., the American Red Cross used social data to direct efforts and engage with affected communities from their crisis response centre. When the floods hit Brisbane, the city council was prepared to engage at scale, and used social channels to overcome limitations of stressed physical infrastructure. To rebuild Christchurch the city needed to create a response at social speed. When disasters strike, people turn to social media to get answers and help. During this session, we will analyze how the American Red Cross, City Council of Brisbane and City of Christchurch were able to leverage social media channels effectively to respond to and address the needs of their communities.
Andy Rodger, Manager Ministerial Services & Complaints Management, Department of Inland Revenue NZ
How this Government Department dealt with a privacy breach
How one moment of carelessness brought about a crisis that threatened customers’ privacy, and the reputation and integrity of the department.
Forming a crisis management team to contain and deal with the breach.
Liaising with other agencies to resolve the complexities
Lessons learned and how the department has applied them
Sharon Leifer, Broadcast Specialist, Clarity Solutions (replacing Geoffrey Stackhouse)
Insights and in-depth analysis on what is currently on the news, and how it might have been handled better including the recent Tesco horse meat debacle
Steve Newton, Managing Director, Newton Risk-Stream Management
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