THE NATIONAL TOURISM INCIDENT COMMUNICATION PLAN (Revised March 2013) 1 THE NATIONAL TOURISM INCIDENT COMMUNICATION PLAN Issued by ASCOT in March 2013 1 THE NATIONAL TOURISM INCIDENT COMMUNICATION PLAN Objective The objective of the National Tourism Incident Communication Plan (NTICP) is to apply the Council of Australian Government’s National Strategy for Disaster Resilience to the tourism industry by providing a risk management framework for addressing market shock. This framework is designed to: Communicate accurate and timely information to various groups including: o Australian, state and territory governments and tourism organisations; o the Australian and international tourism industry; and o the domestic and international travelling public. Coordinate and disseminate information relating to impacts of incidents on the tourism industry. Scope The scope of the NTICP at both a national and jurisdictional level is to respond to tourism market shock caused by incidents such as acts of terrorism or war, disease outbreaks, natural disasters and other events. The NTICP provides a framework for communication activities that can be applied to any incident that has the capacity to impact the tourism industry and that requires management at a national or jurisdictional level. Jurisdictional Functionality The aim of the NTICP at a jurisdictional level is to work with the effected State and Territory Tourism Organisation (STO) to enable a formalised approach for incident support at the Commonwealth level. The Department of Resources, Energy and Tourism (RET) and Tourism Australia (TA) will liaise with the effected STO in collaboration and distribution of communications to industry, consumers and media (both national and international). Authority The NTICP is authorised by the Australian Standing Committee on Tourism (ASCOT) acting on behalf of Tourism Ministers. Maintenance The NTICP will be maintained by the Australian Government Department of Resources, Energy and Tourism (RET). The NTICP Monitoring and Communicator’s Group (MACG) is responsible for the day-to-day management of the NTICP, including its enhancement and the development of scenario plans. A Central Incident Management Group (CIMG) will be convened by the RET Head of Tourism Division, Australian Government Minister for Tourism when the NTICP is activated at a medium risk level (AMBER) or a high risk level (RED). 2 Preparation The NTICP does not attempt to prescribe detailed actions by way of likely communication or policy responses as these will vary depending on the nature of the event. However, it does suggest that each jurisdiction prepare its own incident response plan, consistent with the NTICP. NTICP activation flow charts Flow charts are provided to map the order of communication actions to be undertaken in the event of an incident that may warrant NTICP activation at either a jurisdictional or national level. 3 Figure 1: National Activation Flow Chart ACTUAL OR EMERGING NATIONAL INCIDENT OR THREAT MACG to undertake ongoing activation NOTIFICATION level monitoring NTICP Member informs NTICP Secretariat of an incident via phone or email to [email protected] INFORMATION GATHERING NTICP Secretariat to coordinate and gather available information within 60 minutes post notification.* * Timing will depend on the nature of incident. (See Table 3) ** Nature and severity of incident will determine if activation should be referred to directly to the CIMG if necessary. INCIDENT ASSESSMENT NTICP Secretariat to assess Incident/Threat against Filter Matrix to determine recommended activation level (ie. Blue, Green, Amber, Red). (See Table 4) Activation Levels BLUE – MACG NOTIFIED BLUE: Low or No Threat (Score 0-20) GREEN: Watching Brief (Score 21-40) AMBER: Incident Response (Score 41-70) MACG notified RED: Major Incident Response (Score 71-100) NTICP Secretariat send communiqué based on available information to MACG for approval. (See Table 7) RED AMBER** GREEN BLUE High Risk Medium Risk Guarded Risk Low Risk CIMG to approve MACG to approve BLUE, GREEN or AMBER Close incident RED activation. activation. GREEN AMBER** NTICP Secretariat convene meeting of MACG via teleconference within 24 hours of activation). MACG to provide briefing to CIMG. (See Table 8 for GREEN or Table 9 for AMBER) RED AMBER (as required) MACG to approve increase to AMBER or RED, or Chair to convene CIMG immediately via phone deactivate to BLUE or close incident. hook-up (See Table 10 for RED). CIMG Chair to meet with TMM Chair CIMG to regularly brief TMM MACG to activate Communication Action Plan and Marketing Action Plan (See Tables 11 & 12) MACG to approve . Increase to AMBER/RED MACG to activate deactivation to BLUE or Communication Action close incident Plan and Marketing Action Plan Close Incident CIMG to approve deactivation to AMBER/GREEN/BLUE or Close Incident 4 Figure 2: Jurisdictional Activation Flow Chart ACTUAL OR EMERGING JURISDICTIONAL INCIDENT OR THREAT NTICP Secretariat ongoing activation NOTIFICATION level monitoring Member informs NTICP Secretariat of an incident via phone or email to [email protected] * Timing will depend on the nature of incident. INFORMATION GATHERING NTICP Secretariat to coordinate and gather available information within 60 minutes post notification.* (See Table 3) BLUE – JURSIDICTIONAL INCIDENT – INCIDENT ASSESSMENT MACG NOT NOTIFIED Evaluation that event is a Jurisdiction incident NTICP Secretariat to assess Incident/Threat against Filter only Matrix to determine recommended activation level (ie. NTICP Secretariat to liaise with STO/State Blue, Green, Amber, Red). (See Table 4) Government Department Activation Levels [refer NTICP – ‘BLUE LEVEL – LOW RISK’ – BLUE: Low or No Threat (Score 0-20) Jurisdictional Incident Flow Chart & Table 6)] GREEN: Watching Brief (Score 21-40) AMBER: Incident Response (Score 41-70) RED: Major Incident Response (Score 71-100) Close incident Incident escalates to national level [refer National Activation Flow Chart] 5 Integration with other plans and arrangements The NTICP provides an overarching framework for State and Territory Tourism Organisations (STOs) to develop and maintain incident communication plans for their jurisdictions. STOs are encouraged to update or develop their own incident response mechanisms to provide a seamless path for information flows to the tourism industry in times of crisis. The Tourism Industry Resilience Kit – DON’T RISK IT! is an additional tool available to assist STOs, Regional Tourism Organisations (RTOs) and tourism businesses. The kit is designed to plan for, mitigate against, respond to and recover from a future risk or crisis. To access and download the kit visit www.ret.gov.au/tourism. NTICP ROLES AND RESPONSIBILITIES Figure 3: Roles and Responsibilities * Timing will depend on TOURISM MINISTERS’ MEETING the nature of incident. (TMM) - CIMG and MACG report to TMM as required for AMBER and RED activations CENTRAL INCIDENT MANAGEMENT GROUP (CIMG) RED - CIMG manage RED (High Risk) activations (High Risk) - CIMG membership is ASCOT and industry members - CIMG take the lead role for High Risk incidents/threats - CIMG to finalise recommendation from the MACG NTICP ACTIVATION LEVELS AMBER MONITORING AND COMMUNICATORS’ GROUP (Medium Risk) (MACG) - MACG initially manage BLUE, GREEN and AMBER* activations. GREEN - MACG membership is RET, STOs and industry members (Low Risk) - MACG undertake monitoring of incidents - MACG manage communication and marketing activities for an incident BLUE (No Risk) NTICP SECRETARIAT JURISDICTIONAL ACTIVATION OF NTICP - NTICP Secretariat support the activities of the MACG and CIMG - NTICP Secretariat monitor incident(s) in liaison with relevant - NTICP Secretariat manage day-to-day monitoring and maintenance STOs until concerns subside of the NTICP 6 Central Incident Management Group (CIMG) Membership The CIMG is comprised of: ASCOT members: Head of Tourism Division, RET (Chair) and other RET staff when necessary; CEOs and Managing Directors from Tourism Australia and STOs (as detailed in the contact list available on the NTICP GovDex website); nominated alternative representatives if the usual representative is not available; and representative(s) from the Monitoring and Communicator’s Group (MACG). Industry members: the National Tourism Alliance; the Tourism and Transport Forum Australia; the Australian Tourism Export Council; the Australian Regional Tourism Network; and other bodies as appropriate to ensure information flows to tourism operators. Convening this group The establishment of the CIMG will enable coordination during an AMBER or RED activation (See Table 1 for Activation Levels). This group will be supported by the MACG. The Head of Tourism Division, RET will convene a meeting of the CIMG (or a quorum when the severity of a crisis demands an immediate decision) in times of AMBER or RED activation to consider whether to heighten the Activation Level. A quorum is the Chair of ASCOT (Secretary of RET), the Head of RET’s Tourism Division, the Managing Director of Tourism Australia, the Chief Executive Officer of the National Tourism Alliance and other members (where time and circumstances permit). Key outcomes The CIMG will provide leadership during an AMBER or RED level incident (See Table 1 for Activation Levels). The CIMG will play a key role in strategic decision making and providing advice to government by: making CEO-level decisions on actions to be taken in response to incidents and facilitating communication at a high level; developing a cohesive