Handbook

Many types of incidents in the public and private sector can become ‘Critical' and by distinction have different characteristics to ‘Major Incidents'. Critical incidents are high stake, ambiguous and potentially politically sensitive situations and events, which can occur beyond normal expected organisational activity and, if not managed correctly, can have serious and wide ranging ramifications. A major incident, on the other hand, may be an event requiring a multi-agency response and can often be planned beforehand. An investigation may not always be necessary following a major incident but if at any point it becomes a ‘critical' one, then an investigation will normally ensue. Using critical incidents as examples, this subject examines organisational and multi-agency responses to, and management of, the divergent categories of an investigation in to a critical incident, exploring; the phases of a critical incident, organisational preparedness, operational risk management, community impact and post incident review and learning. Decision making models will be considered in depth, and the nuances between ‘Decision Inertia' and ‘Decision Error' will be examined alongside how ‘emotional intelligence' might affect decision making and ethical standards.