The Human, Social & Organisational Factors in Crisis Management Citizens and End-Users

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1 The Human, Social & Organisational Factors in Crisis Management Citizens and End-Users Dr. Michael Cooke Aerospace Psychology Research Group School of Psychology, Trinity College Dublin Dr. William Hynes Downey Hynes Partnership 11 Merrion Square, Dublin 2, Ireland

2 Trinity College Dublin - Aerospace Psychology Research Group Focus The core work of the APRG concerns the human and organisational factors which underlie safety, reliability and change in complex safetycritical industries like Aviation (HILAS), Security (TASS) and Crisis Management (COPE). Mediation between technology development & end users to ensure an optimally functioning socio-technical system at individual, team and organisational levels; To work with end-users & stakeholders to define requirements and promote better practice in the management of security, safety and reliability; To contribute to the development of regulations and standards which better meet human needs and characteristics; Working to ensure ethical and privacy concerns are embodied in system design (ethics by design); Facilitate training for new operational systems and technologies.

3 Downey Hynes Partnership DHP is a leading Urban Planning Consultancy working on projects across Europe. This is a consultancy with a new dynamic approach to the creation and development of Evidence Based Urban Planning solutions. Developing leading-edge urban planning security themes. Current FP7 Security projects: VITRUV Vulnerability Iden4fica4on Tools for Resilience Enhancements of Urban Environments (2010). BESECURE Best prac4ce Enhancers for Security in Urban Regions (2011).

4 Toward a Demonstration Programme on Crisis and Disaster Management There is a need to adopt a holistic approach to enable the development of the most effective management process in response to a crisis/disaster. Central to the management of a crisis/disaster is the collection and application of evidence-based data to allow for the formulation of the most appropriate actions to be taken. Depending on the location occurrence of the crisis/disaster, i.e. urban, rural, regional, etc, there is a need to carefully consider the differing spatial location characteristics. In addition, it is essential that the crisis/disaster management process is citizen-centred.

5 Demonstration project: People and Technology - CONOPS Detailed description and analysis of current practice with PPDRs based on field work and TTEs, etc. Simultaneously mapping the technological capabilities and possibilities that are available as well as the current state of the art in terms of popular ICT/social networking tools and examining their potential as tools for mass communication. Reconciling (through brokering) the needs of the PPDR organisations and the public, based on the analysis, including identifying areas where improvement and enhanced capabilities can be achieved, with what the technology developers can provide and new procedures that need to be defined. Definition and validation of a new CONOPS for crisis response incorporating the use of innovative technologies. There is a need to place the technological concepts and principles into a unified CONOPS.

6 Demonstration Project: Operational analysis Analysis would involve interrogating existing processes and procedures in terms of the following criteria: Resources used (human, technological, organisational); Information required including content and media; Procedures and their design; Coordination and communication; Social, organisational and team interactions (organisational structure, culture, team dynamics, etc); Competencies and training required; Identification of current gaps. Etc.

7 The Citizen in the Environment Tradi(onally, security is given li5le considera(on beyond street- level crime and surveillance security is o<en an a<er- thought where there is no obvious threat! Human Vulnerability Combina(on of physical and societal exposure Social vulnerability Social, economic and poli(cal systems (Local Authority Planner, 2011) but Security in Urban Planning must take a greater role in human, social/ societal and physical vulnerability enhancements Physical vulnerability To exposure in the building environment

8 Conclusion Centrality of Human and Organisational factors for designing sociotechnical systems for crisis management (requirements, user-centred design, evaluation) Human = citizen, first responder, volunteer, planners, managers, C2, government and policy makers.. Integrated and Holistic, Interdisciplinary Approach System of Systems. Analysis of operational reality and human behaviour. Common Operational Picture Integrated Concept of Operations (CONOPS)