Incident Management
What Is Incident Management?
Incidents are disruptive events that affect part of the organisation and can usually be resolved using existing response plans, resources, and teams. Incidents, however, may exceed internal response capacity, demand senior leadership involvement, or carry the potential to escalate into full-blown organisational crises.
ISO 22361:2022 distinguishes incidents as manageable through predefined procedures, while crises require strategic, creative leadership beyond the scope of typical response models.
Escalate’s Incident Management support ensures your response teams are ready to:
- Take control early
- Escalate appropriately
- Prevent reputational and operational damage
- Avoid unnecessary or premature activation of crisis teams
What We Deliver
Escalate helps you establish or enhance your incident management capability through:
Incident Response Frameworks
Clear structure, roles, and escalation thresholds
Standard Operating Procedures (SOPs)
Aligned to the type of incident and tailored to business units
Incident Assessment Tools
To evaluate impact, urgency, and escalation triggers
Command, Control & Coordination Models
Including handover to Crisis or Emergency Management teams
Templates and Toolkits
For situation reporting, incident logging, and decision tracking
Training & Simulation
Team walkthroughs and drills to embed response skills
Escalation Pathways: From Incident to Crisis
ISO 22361 outlines how an issue can evolve into an incident, and from there to a crisis. Your incident response system must recognise when escalation is required based on:
We help you define the thresholds that trigger leadership activation or Crisis Management Team involvement with clear responsibilities, not confusion.
Why Escalate Consulting?
- Grounded in Standards – Our approach reflects ISO 22361 and integrates with business continuity and emergency response structures
- Focused on Practical Use – We don’t just write procedures, we make sure they work
- Built for Speed and Simplicity – Response tools that support clarity under pressure
- Experience Across Sectors – Including utilities, aged care, infrastructure, education, and government
- Prevention-Focused – We help you stop incidents from spiralling into crises
