Within most organizations, there is a common tendency for emergency management programs to focus attention and resources primarily on the response of the Incident Command Post (ICP) and the Emergency Operations Centre (EOC). These teams carry significant responsibility for coordinating a response, but an organization cannot rely solely on these structures if it wants to be truly resilient. Real-world emergencies do not confine themselves to the ICP or EOC; the response touches everyone. Focusing training only on the command structures creates a significant vulnerability: the rest of the organization remains unprepared for the role it must play during an incident.
By moving beyond siloed emergency management training and embracing a whole-organization approach, companies and agencies lay the foundation for a safer workplace, stronger communities, and swifter recoveries when the unexpected occurs.
Customizing Training to Fit Every Role
A “one-size-fits-all” approach to emergency management training is rarely effective. Each position within a company, from front-line to C-suite, has unique responsibilities in the event of an emergency. For instance, a receptionist’s training may focus on recognizing suspicious behavior, communicating with emergency services, and directing people to safe locations. In contrast, field operators might require detailed knowledge of shut-down procedures or hazardous material protocols, while security guards may need to understand access control and scene management.
When every layer of the organization receives training designed specifically for its needs, the entire system becomes more coherent. People understand their role, their limits, their authorities, and their responsibilities. This alignment reduces scope creep and enhances communication and decision-making pathways. Staff no longer wonder “what am I supposed to do?” when an emergency occurs, because the expectations are already understood.
Beyond ICP and EOC: The Front-Line Factor
Effective training begins at the front line. These are the individuals most likely to observe the first indications of an abnormal event – a strange odour near a facility, alarms activating, residents reporting concerns, or cyber irregularities showing up in day-to-day operations. Their ability to recognize, report, and remain safe during the earliest moments of an incident can fundamentally shape the outcome. Equally, they may face a surge in public inquiries, calls from regulators, media inquiries, or unannounced visitors.
Without training tailored to their role, these touchpoints can become bottlenecks that create confusion or release inconsistent information. When these staff understand their place in the larger response system, they strengthen the organization’s ability to absorb and manage pressure during an incident. These roles do not require an extensive amount of training, but they do require clear, practical skills such as:
- Knowing who to call, what to report, and what not to do.
- Understanding their safety responsibilities.
- Understanding where they fit relative to ICP/EOC activities.
By acknowledging the importance of the front line and investing in their training, organizations can improve their ability to detect and contain incidents before they escalate.
Supporting Organizational Continuity
Beyond the front line, operational supervisors and mid-level managers require training that helps them connect their department’s responsibilities to the broader organizational response. They may not sit within the ICP or EOC, but they play a crucial role in maintaining continuity of operations by maintaining operations, supporting resource requests, and ensuring that their teams are aligned with the tactical direction coming from command. Their training should bridge the gap between day-to-day operations and emergency roles, enabling them to translate organizational objectives into action without creating duplication or scope creep.
Tactical and Strategic Management
At the tactical and strategic levels inside the ICP and EOC, personnel require more advanced practice that can be provided through Incident Command System (ICS) training. ICP and EOC personnel should have a strong understanding of:
- ICS roles and responsibilities,
- Planning cycles,
- Applying PPOST analysis,
- Managing operational periods, and
- Coordinating across agencies.
This is where much existing training rightly concentrates, but it must be complemented by equivalent clarity across other layers of the organization.
Executive-Level Training: Often Overlooked, Always Essential
One of the most common gaps, is at the executive level. Executives and, within municipal or First Nation governments, elected officials, all have essential responsibilities during major incidents. Their role is not to manage the tactical response; instead, leaders operate at the strategic horizon. For them, the value of training lies in understanding how information moves between operational and strategic layers, what decisions are theirs to make, and how to offer direction without inadvertently disrupting ICS processes.
Executives and elected officials often play critical roles during high-impact events and should be provided training that targets their unique role including:
- Approving major financial and operational decisions.
- Navigating political pressure.
- Setting corporate or agency priorities.
- Managing reputational, regulatory, and stakeholder risk.
- Ensuring consistent crisis communications and communicating with communities, boards, and the media.
- Authorizing Return to Service or major operational shifts.
Targeted executive-level training eliminates the risk of strategic interference, ensuring leaders provide the governance needed without overwhelming the operational response.
A Unified and Efficient Response
Perhaps the most significant benefit of comprehensive, organization-wide emergency management training is that it brings everyone “onto the same page”. When personnel understand their own roles and the roles of their colleagues across the business, cooperation is maximized and knowledge gaps are minimized. Ultimately, resilience depends on every part of the organization knowing how to act.
Sandhurst delivers
When you need expert guidance, risk assessment, practical hands-on training, simulated emergency events and well thought out tailored mitigation strategies, our team brings a wealth of expertise gained from first hand military and emergency response scenarios in the field and from our vast network of clients. Reach out to see why Sandhurst is the right choice for your business, team and community.
