ISO 22320:2018

Provides guidance on collaboration, communications, and establishment of communication protocols during an incident.

• role and responsibility matrix
• resource inventory
• incident management plan
• command structure chart

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Provides additional content on structure and content for building an incident management plan and programme.

• role and responsibility matrix
• resource inventory
• incident management plan
• command structure chart

• weak inter-agency coordination
• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture

Provides examples of incident management tasks for plans and checklists during incident management activities.

• communication protocol document
• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan
• command structure chart

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Introduces the overarching principles that should guide all incident management activities.

• incident management plan
• command structure chart
• communication protocol document
• exercise after-action report

• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Requires managing incidents with integrity and duty of care for human life and dignity.

• command structure chart
• communication protocol document
• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan

• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture

Requires that incident management be based on risk management principles and preparedness.

• role and responsibility matrix
• resource inventory
• incident management plan
• command structure chart

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Requires sharing of information and perspectives among all parties involved in incident management.

• resource inventory
• incident management plan
• command structure chart
• communication protocol document
• exercise after-action report

• unclear command structure
• weak inter-agency coordination
• missing communication redundancy

Emphasizes the importance of safety for both responders and those impacted by the incident.

• incident management plan
• command structure chart
• communication protocol document
• exercise after-action report

• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Requires incident management to be flexible, adaptable, and scalable to the nature and scope of the incident.

• resource inventory
• incident management plan
• command structure chart
• communication protocol document
• exercise after-action report

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination
• missing communication redundancy

Requires consideration of human and cultural factors in incident management decision-making and communication.

• resource inventory
• incident management plan
• command structure chart
• communication protocol document
• exercise after-action report
• role and responsibility matrix

• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture

Emphasizes continual improvement based on lessons learned from incidents and exercises.

• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan

• unclear command structure
• weak inter-agency coordination
• missing communication redundancy

Defines the basic components of incident management including roles, responsibilities, tasks, and resource management.

• command structure chart
• communication protocol document
• exercise after-action report

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination
• missing communication redundancy
• insufficient role clarity

Describes the incident management process from detection through assessment, response, and recovery.

• communication protocol document
• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan

• insufficient role clarity
• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Specifies that all incident management activities should adhere to a command structure with defined leadership and authority.

• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan

• weak inter-agency coordination
• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture

Requires clear definition of roles and responsibilities for all personnel involved in incident management.

• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination
• missing communication redundancy
• insufficient role clarity

Requires effective management and allocation of resources during incident response including personnel, equipment, and facilities.

• resource inventory
• incident management plan
• command structure chart
• communication protocol document

• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture
• unclear command structure

Requires organizations to work together during incidents based on identified incident risks.

• resource inventory
• incident management plan
• command structure chart
• communication protocol document

• weak inter-agency coordination
• missing communication redundancy
• insufficient role clarity
• gaps in lessons-learned capture
• unclear command structure

Requires establishing collaboration protocols across organizations to share resources and information during incidents.

• communication protocol document
• exercise after-action report
• role and responsibility matrix
• resource inventory

• unclear command structure
• weak inter-agency coordination
• missing communication redundancy

Requires establishment of communication protocols during incidents to ensure timely and accurate information flow.

• command structure chart
• communication protocol document
• exercise after-action report

• unclear command structure
• weak inter-agency coordination
• missing communication redundancy

Requires mechanisms for joint direction where multiple organizations are involved in managing the same incident.

• communication protocol document
• exercise after-action report
• role and responsibility matrix
• resource inventory
• incident management plan
• command structure chart

• gaps in lessons-learned capture
• unclear command structure
• weak inter-agency coordination

Establish a command function with clear unity of command, named commanders, and defined authority to direct response.

• Documented command structure
• Trained commander register
• Activation criteria and triggers

• Multiple commanders without unity
• No qualifications criteria for commanders
• Activation triggers undefined

Establish a control function to allocate resources, monitor performance, and adjust the response according to objectives.

• Resource allocation logs
• Status boards and common operating picture
• Incident action plans with objectives

• Objectives not set or reviewed
• Status board not maintained in real time
• Resource tracking on paper only

Train and exercise personnel in incident management roles and maintain records of competence and currency.

• Role based training curriculum
• Annual exercise calendar
• Competence and currency register

• Training one off and not refreshed
• Exercises infrequent
• No competence currency tracking

Establish arrangements for cooperation with external agencies, mutual aid partners, and authorities, including pre agreed protocols.

• Memoranda of understanding with agencies
• Joint response plans
• Up to date contact lists

• MOUs absent or expired
• No joint plans
• Contacts not refreshed

Coordinate command and control across multiple agencies through unified or joint command structures as appropriate.

• Unified command procedures
• Multi agency exercise reports
• Liaison officer assignments

• Unified command never practiced
• Liaison roles not staffed
• Joint exercises rare

Coordinate across functions, teams, and external agencies to align action, information, and resources during incidents.

• Coordination protocols with internal and external parties
• Named liaison officers
• Joint operations centre layout

• Liaison roles informal
• No joint protocols with key agencies
• Coordination breaks down under load

Establish an incident management policy that defines scope, objectives, authorities, and alignment with organizational strategy.

• Approved incident management policy
• Distribution and acknowledgement records
• Annual policy review log

• Policy not approved at executive level
• Scope unclear on multi site or multi agency
• No periodic review

Define roles, responsibilities, and decision authorities for incident management, including delegations during escalation.

• Incident management RACI
• Role specific position descriptions
• Delegation of authority matrix with escalation

• Authority unclear when primary unavailable
• Delegations not documented
• Role descriptions outdated

Adopt a modular and scalable incident command system structure covering command, operations, planning, logistics, and finance and administration.

• ICS organization chart
• Module activation guidance
• Span of control standards (3 to 7)

• Single chart used regardless of incident scale
• Modules activated late
• Span of control exceeded

Use common terminology and plain language to support clear communication across teams and agencies.

• Common terminology and code use guide
• Training records on plain language
• Post incident communication audits

• Agency specific codes used in joint response
• Plain language not enforced
• No communication audits

Develop incident action plans for defined operational periods, setting objectives, tactics, assignments, and safety considerations.

• Incident action plan template
• Documented operational periods
• Briefing and debriefing records

• No IAP produced beyond initial response
• Operational periods not defined
• Safety messages absent from IAP

Conduct structured post incident reviews to identify lessons, validate effectiveness, and drive improvement.

• Post incident review procedure
• Review reports per significant incident
• Lessons learned action tracker

• Reviews skipped after smaller incidents
• Lessons not assigned owners
• Actions overdue without escalation

Apply continual improvement to incident management capability based on reviews, audits, exercises, and changes in context.

• Incident management maturity assessment
• Improvement plan with timeline
• Audit and exercise follow up tracker

• Maturity never assessed
• Improvement plan not funded
• Audit findings open beyond target

Manage operational information to ensure accuracy, timeliness, accessibility, and integrity to support decision making.

• Information management plan
• Common operating picture or information system
• Quality and verification checks

• Information siloed in functional teams
• No verification step
• Tools used inconsistently

Provide communication systems that are reliable, redundant, and interoperable with external responders and partners.

• Communications architecture diagram
• Redundant paths and fallback procedures
• Interoperability test records with partner agencies

• Single mode communication (radio only or phone only)
• No interoperability tests
• Fallback procedures untested

Develop and maintain situational awareness through a common operating picture shared across command, control, and coordination roles.

• Common operating picture standard
• Physical or digital COP display
• Documented update cadence

• COP refreshed irregularly
• Different teams maintain separate pictures
• No information validation

Address human factors including fatigue, stress, training, and welfare to sustain responder effectiveness during prolonged incidents.

• Responder welfare plan
• Shift rotation schedules
• Psychological first aid arrangements

• No fatigue management
• Long shifts without relief
• Psychological support not arranged