ISO 22301 Call Tree and Emergency Contact List Template

Introduction

The call tree is a communication method that begins with the incident manager or a crisis team leader. They notify a small group of people, who then inform the next level of contacts until everyone is alerted. The call tree notifies the personnel of the unfolding situation while reducing the overload of a single person. Each person on the tree diagram knows who they should contact and the message they have to deliver. Call trees can be as simple as two levels or more complex, depending on the organization.

Advantages of a Call Tree for the Rapid Incident Response

A call tree is a vital tool for rapid incident response because it can fulfill the following objectives:

• Quick notification of the personnel: The call tree helps to minimize the time between an incident and the start of the response due to the rapidity of the communication method.
  
  
• Reduced overload of each person: The call tree helps to balance the distribution of information between the personnel.
  
  
• Easy communication audit: The call tree provides a reliable way of informing the personnel, which minimizes the errors during the process.
  
  
• No person is missed: The call tree covers every personnel member, so everyone is aware of the situation and the response plan.

Designing the Emergency Contact List (Who and Where?)

The emergency contact list is a reference document with the contact details of all personnel and external organizations that have to be informed in case of an incident.

1. What to Include in the Internal Emergency Contact List?

The emergency contact list for internal personnel includes the phone numbers and email addresses of all employees. However, the list should be more detailed, including the name and contact information of the responsible persons in each department, along with their roles in the BCP. For example, the emergency contact list should also include phone numbers and emails of the first aid, fire wardens, and emergency teams that have to be deployed during an incident.

2. Key External Organizations (Who Do We Call?)

The external emergency contact list is equally important because it includes the contact details of all external organizations that have to be notified in case of an incident. First of all, the list should include police, fire department, ambulance, electrician, plumber, and other emergency services. In addition, the list should also include the contact details of building administration, security, IT company, insurance, lawyers, and public relations agencies. All the above-mentioned parties have to be contacted in case of an incident, and therefore, their phone numbers, names, and addresses should be included in the emergency contact list.

3. Emergency Contact List for Suppliers and Other Vendors

In case of an incident, the organization’s operations may experience delays; therefore, the emergency contact list should also include the contact details of the key suppliers. This will allow the organization to quickly identify and contact alternative vendors. In short, the list should include full details of all suppliers, such as the type of service they provide, their contact information, and business continuity plans. As a result, the business continuity management (BCM) team will be able to minimize the disruption of the organization’s processes.

4. How to Deal with Customers?

When an incident occurs, the organization’s customers will certainly express concerns about the situation. Therefore, the emergency contact list should also include the methods and key persons to communicate with the customers. Although it is not a ‘contact list,’ a dedicated communication strategy is essential to keep customers informed and update them on the situation. In other words, organizations may want to identify key persons and methods to communicate with their clients, suppliers, partners, and other stakeholders.

Creating the Call Tree and Emergency Contact List: ISO 22301 Compliant Template

Ideally, the organization should use a common call tree and emergency contact list template to ensure the documents’ uniformity and avoid errors. Below are the key elements of the emergency contact list and the call tree.

Main Elements of a Call Tree Template

The call tree diagram template should include the following elements.

• Structure of the Call Tree: Levels: Every member of the call tree should be organized in a hierarchy, which indicates the reporting relationships. In other words, the hierarchy shows which personnel has to contact whom for the further stages of the response to be launched. The tree levels should be clearly defined with numbers or indentation.
  
  
• Contact Details of Every Personnel: For every member of the call tree, the document should provide their name, function, primary phone number, and email address. In addition, the personnel’s secondary phone number (personal mobile phone) should also be included. Furthermore, the communication method should be identified, i.e., a phone call.

Who Initiates the Call Tree? Who Has to Be Contacted?

The call tree should identify who has to initiate the response by activating the call tree. In addition, the document should also dictate who has to be contacted next and what information each side has to deliver to the other.

• Triggers for the Call Tree Activation: The call tree should list the specific situations or events that require initiating the response procedure.
  
  
• Date of the Last Review: It is critical to include the date of the last review of the call tree template to ensure the document’s relevance.

Main Elements of an Emergency Contact List Template

An emergency contact list should also contain several key elements.

• Key Contact Categories: The emergency contact list should provide separate sections for the contact categories.
  
  
• Detailed Contact Information: The list should also provide detailed contact information for every category. For example, for every organization, the BCM team should identify the name of the contact person, their position in the company, primary phone number, and email address. In addition, the list should also include the organization’s address and account number (if applicable). Moreover, the BCM team should also identify the 24-hour contact person, service description, and availability.
  
  
• Other Features: The document’s design should be user-friendly, meaning that it should be easy to navigate and identify the needed information quickly. The document should be protected with passwords and only available to the personnel who need it. In addition, the document should also indicate the last revision date.

Physical and Digital Emergency Contact List and Call Tree: Which One to Choose?

Physical vs. Digital Documents

Although the emergency contact list and call tree exist in physical and digital formats, it is better to provide both. Ideally, the BCM team should store the physical copies of the call tree and emergency contact list in secure locations, e.g., fireproof safes. The reason behind this is that the digital copies of the documents may become unavailable due to power cuts or technical problems. In addition, it is better to provide regular back-ups of the digital documents. Alternatively, the BCM team may also consider using cloud storage solutions that can be accessed via multiple devices.

• Physical Documents: When selecting the physical documents, it is better to choose A4 or A3+ paper formats that are large enough to be readable. Sturdy folders will ensure the documents’ safety and easy accessibility. In turn, folders will keep the documents organized and protect them from water, fire, and physical damage.
  
  
• Digital Documents: As mentioned above, the BCM team should invest in cloud storage solutions. Google Sheets and Microsoft Excel provide users with the option to edit documents online and collaborate in real-time. However, if the BCM team prefers to work offline, it is better to create multiple copies of the documents in different locations.

Implementation and Maintenance of the Call Tree and Emergency Contact List

Creating the call tree and emergency contact list is not enough; the documents have to be maintained, reviewed, and updated regularly to remain relevant and informative. In addition, the call tree should be supported by appropriate procedures.

1. Ensuring Effective Communication: Procedures

The call tree provides contact details of the personnel that have to be informed in case of an incident; however, apart from the contact information, the procedure should stipulate the exact message that has to be delivered. For example, if the incident requires an evacuation, the response team should know the message to inform the personnel and the floor where the evacuation has to take place. Moreover, the call tree should stipulate who approves the evacuation. In short, the communication procedures should detail the communication methods, responsible parties, and additional information.

2. Training the Personnel

The call tree is a useful tool; however, it is only as good as the personnel who understand how to use it. Hence, it is essential to train the staff to ensure the proper implementation of the call tree. The training course should detail the procedures, roles, and responsibilities of every team member. The personnel also should know whom to contact if a person is unreachable.

3. The Value of Regular Testing and Drills

According to ISO 22301 standards, the call tree and emergency contact list must be tested regularly. The drills will help the BCM team and the personnel to be prepared for an actual incident. In addition, the drills can also help to identify flaws in the communication process, old phone numbers that need to be updated, and personnel that do not know their responsibilities. Drills are also an opportunity for the BCM team to revise the call tree and emergency contact list if needed. Ideally, the drills should take place at least once a year, and more frequently if the organization undergoes significant personnel changes.

4. Maintaining the Call Tree and Emergency Contact List

Phone numbers change, employees quit, and new vendors emerge; hence, the BCM team should set up a regular maintenance schedule for the documents to ensure their accuracy and relevancy. The maintenance can take place every six months or once a year, and the personnel should update the documents if any changes occur. It is also recommended that a particular person or team be responsible for the maintenance to ensure continued accuracy.

Conclusion

A well-structured call tree and emergency contact list are essential components of an effective business continuity and incident response strategy. They ensure that the right people are notified quickly, communication responsibilities are clearly defined, and critical information reaches employees, suppliers, customers, and other stakeholders during a disruption. By regularly reviewing, updating, testing, and maintaining these documents, organizations can improve communication, reduce response delays, and strengthen their ability to respond to and recover from incidents. When properly integrated into the business continuity plan, the call tree and emergency contact list can support ISO 22301 compliance while helping organizations build greater resilience and preparedness for unexpected events.