Incident & Critical Event Management

SYNAPSE boasts a modular design, integrating both incident management and CEM features seamlessly. With user-friendly deployment and minimal client resource requirements, organisations can tailor their solutions to suit their specific needs. Whether opting for incident management, mass notification, or comprehensive CEM, SYNAPSE offers flexibility and scalability. Its evolutionary nature allows for continuous adaptation, ensuring long-term relevance and affordability.

Key elements include:

• Incident Management
  • Security & Crime
  • Health & Safety
  • Building Operations
  • Threats
• Emergency Response
• Mass Communication
• Command & Control
• Public Safety
• Compliance
• Integrations (Alarms, Trackers etc.)

A CEM platform addresses ineffective and fractured ‘tech stack’ structures. Too often, these are critical activities (incident reporting, compliance and communications) managed through a combination of manual processes, siloed multi-systems, systems that are not fit for purpose and so complex an IT degree is required, as well as poor process. All leading to multiple points of failure and risk.

A CEM platform provides an integrated approach to the management of critical events. It will support teams in the preparation, response, and recovery from events that impact continuity, operations, and safety. In this way, a CEM system intersects incident management, emergency response and communications, risk intelligence and management, as well as crisis management and business continuity.

A CEM platform will support safety and security leaders who manage commercial buildings & corporate estates by providing;

Connected teams:
Provides a consistent and integrated approach to communication enabling security team to effectively manage communication and provide rapid guidance during an incident.

The gift of time and control:
Does the heavy-lifting and gives back the 'gift of time and control’. The digitalisation and unification of critical events, drives compliance and efficiency in the prevention, detection, response and recovery of an incident.

Peace of mind:
Instils confidence in the location’s ability to respond effectively to emergencies, fostering a sense of security among staff, occupants, tenants & visitors.

Proactive and reactive safety & security management:
Provides an integrated framework for resilience planning, scheduling, early detection, rapid response, control, communication, collaboration and resource allocation.

Data effectiveness:
Demonstrates the effectiveness of your safety and security measures in a building by presenting the following data*

• Hotspot locations & trending analysis (time, level, activity)
• Incidents reported to the police or building security
• Completion of patrols, audits and checks
• False alarms (fire or intruder)
• Successful fire or evacuation drills (audit trail of time and actions)
• Interactions with occupants (including complaints and requests for assistance or advice—an indicator of the readiness of tenants to contact security).

1. Early detection & threat identification:
   Allowing security teams to proactively address and mitigate risks, preventing them from escalating into major incidents.
2. Rapid response & decision-making:
   Acting as a centralised hub for data collection and analysis, decision-making is more effective, preventing harm and minimising damage.
3. Improved communication & collaboration:
   Seamless communication and collaboration ensure that the right people have access to the right information at the right time, enhancing coordination and response effectiveness.
4. Resource allocation & deployment:
   Security personnel, emergency responders, and assets can be deployed where they are needed most, optimising the security response.
5. Enhanced situational awareness:
   Gaining situational awareness by aggregating data from multiple sources provides security teams with a comprehensive understanding of the evolving situation to make informed decisions against.
6. Business continuity and resilience:
   By identifying vulnerabilities and preparing for critical events, you can minimise disruptions to operations and recover more quickly.
7. Regulatory compliance:
   Helping the location to meet these requirements by pre-defining process, documenting incident response procedures and maintaining records.
8. Insurance claims:
   A CEM system enhances responsiveness, efficiency, transparency, and collaboration - ultimately expediting and supporting a smoother claim and loss adjustment process for insurers.
9. Continuous improvement:
   Allowing the institution to learn from past events and improve their security protocols and become more resilient over time.
10. Security system & building management system integrations:
    A connected eco-system will deliver a unified response to an event, enable the automation of process, and provide data in one place for action and insight.

While major incidents often draw significant attention due to their scale, smaller events can also have a substantial impact on building operations, occupant safety, and the overall reputation of the building, contracted security firm, facilities management (FM) provider and managing agent. Addressing and mitigating all impactful incidents are crucial for maintaining a safe and efficient building environment.

Smaller critical events include:

Elevator malfunctions:
Given the reliance on elevators in commercial buildings, malfunctions or breakdowns can cause significant disruptions and safety concerns. Regular maintenance and quick response to such incidents are necessary.

Theft and vandalism:
Goods or deliveries left unattended can be targets for theft or vandalism. High-value items or packages left unsecured are particularly at risk.

Vehicle-related risks:
Vehicles entering and exiting the loading bay can pose risks, including accidents, collisions, or intentional vehicle-related threats like ramming attacks.

Water leakage:
Water leaks or plumbing issues, even if localised, can cause damage to multiple floors, impacting occupant comfort and requiring immediate maintenance.

Security breaches:
Instances of unauthorised access or security breaches, though smaller in scale, can compromise building safety protocols and require immediate attention to prevent future occurrences.

Communications failures:
In the event of communication breakdowns, such as phone or internet service disruptions, coordination of emergency responses and communication among occupants and emergency services can be challenging.

Minor fires or false alarms:
Even small fires or false alarms can cause evacuations, disrupting normal operations and raising concerns about fire safety systems.

Potential major critical events include:

Fire:
All commercial buildings face significant fire risks due to the number of occupants, complex infrastructure, and potential for rapid spread. Fire safety measures, including sprinkler systems, fire-resistant materials, and evacuation plans, are crucial.

Structural failure:
Any compromise in the structural integrity, whether due to design flaws, construction age, natural disasters (such as high winds), or construction issues, can lead to catastrophic consequences.

Power outages:
Loss of power can disrupt essential services like elevators, lighting, and HVAC systems. Backup power generators are crucial to maintaining basic functionalities during outages.

Medical emergencies:
With a high density of occupants, medical emergencies like heart attacks or accidents can occur. Having trained personnel, medical kits, and easy access for emergency services is vital.

Natural disasters:
Buildings in earthquake-prone areas face risks of structural damage. Floods, hurricanes, and other natural disasters can also pose threats, requiring specific safety protocols and building designs to mitigate these risks.

Protests, activism & civil unrest:
Can impact a building by disrupting operations, posing security challenges, potential damage, hindering access, and raising safety concerns for occupants, affecting the building's reputation and value.

Terrorism:
Locations can be targets for terrorist attacks, including bombings or deliberate plane crashes. Security measures and emergency response protocols are essential to mitigate such risks.

A Control Room or Security Operations Centre:
A Control Room or Security Operations Centre tends to serves as the nerve centre for monitoring and managing all building risks, operations and systems. Highly trained operators respond to emergencies, centrally managing and coordinating incident response and critical communications through pre-authorised, automated operating procedures.

Gold Command:
The Gold Commander serves as the overall incident commander during emergencies receiving escalated incident alerts and issue tasking. They coordinate response efforts, allocate resources, and make critical decisions to ensure the safety of occupants. Their role is crucial in managing complex incidents such as fires, evacuations, or other emergencies.

Occupiers or Occupier Leads
Occupier leads in tall buildings play a vital role in tenant safety and satisfaction. They liaise with building management, ensuring that tenant needs are met, safety measures are followed, and evacuation plans are understood. They also facilitate communication during emergencies and provide valuable input for building operations and security improvements.

Front of house:
The role of front of house in a commercial building encompasses managing the reception area, greeting and directing visitors, handling inquiries, and ensuring a welcoming atmosphere. They play a crucial part in security by monitoring entry points and may also coordinate mail, deliveries, and maintain the appearance of the lobby area.

Building management teams:
Oversee operations, maintenance, and tenant services, ensuring smooth functioning and occupier safety and experience. Teams include Engineering, Housekeeping/Cleaning, Logistics, Post Room and Lobby. Teams receive critical alerts with linked instructions, role specific incident reporting (i.e. lift entrapments or unclean areas) and the allocation of incident-related tasking.

Security Teams:
Responsible for safeguarding people, assets and brand. Their assignment instructions vary from monitoring access, conducting patrols, responding to incidents, medical emergencies, enforcing policies and completing standard/emergency operating procedures (SOPs/EOPs) when required. Their role ensures a secure environment for occupiers and visitors contributing to overall safety and well-being.

Loading Bay:
A critical role in facilitating the smooth transportation of goods - managing incoming and outgoing deliveries, ensuring efficient loading and unloading processes. These teams are responsible for maintaining safety protocols, controlling access to the loading area, and preventing congestion - contributing to uninterrupted building activities, tenant satisfaction, and minimising disruption.

Head Office/Central Management:
Head Office gains streamlined crisis management, enhanced communication, and real-time insights, ensuring swift, coordinated responses, minimised operational disruptions, and safeguarded assets. This results in improved resilience, compliance, and strategic decision-making across the organisation.

Typically customers will be up and running within 2-4 weeks depending on the level of configuration you require. You will experience a seamless onboarding process with us that includes a swift setup, intuitive configuration, user-centric training, straightforward reporting, and dedicated support to assist in every step.

1. Planning
   • Kick-off meeting and initial discovery
   • Data templates provided
2. Initiation
   • Platform installation with out-the-box workflows
   • Your organisation's branding and colours applied
   • Setup of organisation's hierarchy - locations, people, roles
3. Execution
   • Any workflows you require to be customised or added
   • Permissions and data restrictions configured
   • Notifications customisation
4. Handover
   • Stakeholder demo
   • Training
   • Testing and pre-launch checks
5. Launch