Crisis Trigger and Re-Plan (generic process)

Crisis Trigger and Re-Plan (generic process) is the generic process card, GP-501, for what a workforce function does on its own side of the continuity wire: it receives the trigger that Contact-Center Incident Severity Matrix fixes, an incident rated severity 1 or 2 with the standard nine-field record, confirms the scope, and produces the crisis re-plan that the continuity function and operations consume. Business continuity and crisis management is a partner function, as Integrated Global Resource Optimization Center places it; the workforce function owns neither activation nor the command structure. It owns its method on the wire, the two products the wire carries (the re-plan here, the second on Placement Under Duress (generic process)), the rule that the function's levers step down only once the event's impact is confirmed neutral, and the annual return of continuity assumptions to the capacity cycle. It is part of Process Standardization and sits under the continuity-interface section of the function catalog in Anatomy of a ROC Standard. The business-continuity standard requires activation by a defined trigger and a named role; the wire is the function's interface to that structure, not a copy of it. The incident is raised by the real-time analyst, who sets its severity at step 5 of Incident Management for Contact Centers; at severity 1 or 2 the function sends the record to the continuity owner on that step's notification row and opens this card.

Process profile

The profile extends the L0 identity fields of Process Decomposition (L0–L3). Local values are held by the deploying function and marked SET LOCALLY.

Field	Generic value
Card	GP-501 · local card id assigned by the standards committee at deployment
Class	both: receipt and re-plan on the real-time clock; the assumption return and the post-event review on the strategic clock
Trigger	an incident record set at severity 1 or 2 by the real-time analyst at step 5 of Incident Management for Contact Centers; or an activation notice from the continuity owner for an event the incident process did not originate
Cadence	event-driven; the re-plan is re-issued at the update cadence the severity row fixes (SET LOCALLY); the assumption return runs once a year in stage 1 of Capacity Planning Cycle
Scope in	receipt; scope confirmation; the re-plan (demand under the event, supply lost and recoverable, requirement by node, levers); communication to the continuity command; the reverse check; the post-event review; the assumption return
Scope out	the activation decision and the command structure; the incident process itself; the placement lever's mechanics (GP-502); the forecast override (GP-503); platform degradation (GP-504)
Inputs	the nine-field record; the live picture of capacity, capability and constraint; the scenario catalog of Scenario Planning and Contingency Staffing; the configuration archive (GP-502)
Outputs	the crisis re-plan, signed, with expiry; the situation report; the step-down record with its evidence; the post-event review; the assumption pack
Upstream	the real-time desk; the continuity owner; the forecasting seat; the placement seat
Downstream	the continuity command; operations leaders, who own the outcomes; scheduling; the capacity cycle; Post-Mortem and RCA for Workforce Operations
Resources	the incident ledger; the roster and capability record; a capacity model that re-runs in hours; a report channel that survives the primary platform. Platforms are named at L3, never here
Decision points	is the record complete; what is in scope; which event class; do the levers exceed the tier; is the impact confirmed neutral
Authority tier	receipt at tier 1, the real-time analyst inside guardrails; scope confirmation and levers inside the configuration archive at tier 3, the ROC duty lead; levers outside it at tier 4, the function head; a changed client commitment to the executive sponsor by exception. Whether the wire carries authority to move work is settled above the function
Risk and compliance flags	emergency schedule changes under working-time law; overtime caps; works-council rights over temporary hours; client notification clauses; a step-down on a projected rather than measured recovery
Variant-prone steps	notification where a works council must see an emergency schedule; recoverable supply at a single-site node; the lever menu where a contract forbids overflow
Automation candidates	seven L2 sub-steps (listed below)

L1 flow

1. Receive the trigger: the record at severity 1 or 2, or the activation notice. Owner: the real-time analyst.
2. Is the record complete on its nine fields? If not, correct the record before it proceeds; the clock does not stop. Owner: the real-time analyst.
3. Confirm scope: the nodes, books, channels and languages affected, and those confirmed unaffected. Owner: the ROC duty lead.
4. Which event class does the record map to, and does the configuration archive hold an entry for it? Owner: the capacity planner.
5. Estimate demand under the event by channel and horizon, through Judgmental Forecasting in Crisis (generic process). Owner: the forecasting lead.
6. Count supply lost and supply recoverable by node, with the time to recover each. Owner: the ROC duty lead.
7. Compute the revised requirement by node at the crisis service target, and the gap. Owner: the capacity planner.
8. Choose the levers: staffing posture, overtime and time-off reversal, skill collapse, routing fallback, placement under duress, partner surge. Owner: the ROC duty lead.
9. Do the levers exceed the duty lead's tier? If yes, to the function head; if a client commitment changes, to the executive sponsor. Owner: the ROC duty lead.
10. Issue the re-plan and the situation report to the continuity command and to operations. Owner: the continuity liaison, the function's seat on the wire.
11. Re-estimate and re-issue at the row's cadence until the step-down criterion is met (loop to step 5). Owner: the real-time analyst.
12. Is the impact confirmed neutral? Service, backlog, supply and platform must all be measured inside band for the step-down window. Owner: the ROC duty lead.
13. Step down: unwind the levers, expire the emergency placements, record the evidence; the continuity owner closes the activation on its side. Owner: the ROC duty lead.
14. Run the post-event review with an independent moderator; feed the catalog, the archive, the collision calendar and the problem record. Owner: the process owner.
15. Return the continuity plan's capacity assumptions to the capacity cycle once a year. Owner: the capacity planner.

L2 step table

Thresholds, windows and system names are L3 values and read SET LOCALLY.

Step	Sub-step	Owner (seat)	Inputs	Outputs	Duration	Automation candidate	Documentation join key
1	1.1 Log receipt with timestamp and zone	real-time analyst	record or notice	receipt entry	minutes	N	receipt checklist
2	2.1 Test the nine fields; return if any is missing	real-time analyst	record	pass, or return naming the field	minutes	Y	receipt checklist
3	3.1 Draft and confirm the scope sheet with node owners	ROC duty lead	record, routing state	confirmed scope	SET LOCALLY	N	scope sheet
4	4.1 Map the record to an event class and archive entry	capacity planner	scenario catalog	event class, entry or gap	minutes	N	event-class table
5	5.1 Request the graded demand estimate (GP-503)	forecasting lead	scope, event class	demand by channel and horizon	SET LOCALLY	N	override request form
6	6.1 Count supply lost from roster and platform state	ROC duty lead	roster, platform health	supply lost [C]	SET LOCALLY	Y	supply sheet
6	6.2 Count supply recoverable and time to recover	ROC duty lead	archive entry, capability record	supply recoverable [E]	SET LOCALLY	N	supply sheet
7	7.1 Compute requirement and gap by node at the crisis target	capacity planner	demand, supply, target	requirement and gap [C]	SET LOCALLY	Y	re-plan template
8	8.1 Draw levers from the menu in tier order	ROC duty lead	gap, menu, archive	lever set with tier per lever	SET LOCALLY	N	lever menu
9	9.1 Obtain tier 4 sign-off where any lever requires it	function head	lever set	signed re-plan	SET LOCALLY	N	re-plan template
10	10.1 Issue re-plan and situation report at the row's cadence	continuity liaison	signed re-plan	report, issue log	per cadence	Y (draft)	situation-report template
11	11.1 Re-run steps 5 to 7 on new actuals	real-time analyst	actuals	revised re-plan	per cadence	Y (compute)	re-plan template
12	12.1 Measure the four signals over the window; decide	ROC duty lead	actuals	reverse-check record	SET LOCALLY	Y (measure only)	reverse-check sheet
13	13.1 Unwind levers in reverse order; expire placements	ROC duty lead	lever set, expiry register	unwind record	SET LOCALLY	N	unwind checklist
14	14.1 Review on the nine fields and the re-plan versions	process owner	records	findings, problem record, revisions	within SET LOCALLY days	N	review agenda
15	15.1 Compile the plan's capacity assumptions and the year's variance	capacity planner	plan, reviews	assumption pack	annual	Y (draft)	assumption return form

Variants

Recorded per Standard and Variant in Process Documentation:

• Statutory. Where a works council holds a co-determination right over temporary changes to working hours, an emergency schedule change inserts a notification step between steps 8 and 10, owned by the works-council liaison and approved by the function head. Overtime caps and rest minimums are parameters of the lever menu, SET LOCALLY, no row.
• Contractual. A client contract that forbids overflow or fixes a notification clause parameterizes steps 8 and 10 through the constraint register; SET LOCALLY, no row.
• Structural. A single-site node with no remote-work capability has no recoverable supply at 6.2; the step is varied with a review date at each annual return until the capability exists.
• Transitional. A unit from a predecessor organization whose own crisis cell still receives the trigger keeps a parallel notification under a variant row until the dated cut-over.

L3 register

Job aid	Anchored to	Form
The receipt checklist and nine-field completeness test	steps 1 to 2	runbook
The scope sheet and node-owner confirmation list	step 3	runbook
The event-class table and archive index	step 4	work instruction
The crisis re-plan template, with grades on every number	steps 5 to 9	work instruction
The lever menu with the authority tier per lever	steps 8 to 9	playbook
The situation-report template and cadence per severity row	steps 10 to 11	work instruction
The reverse-check sheet: four signals, bands and window	step 12	runbook
The unwind checklist	step 13	runbook
The post-event review agenda	step 14	playbook
The assumption return form	step 15	work instruction

Automation candidates

Flagged at L2 per Process Decomposition (L0–L3); released per class of action on a published catch rate per Human Gates and Number Grades. The seven rows marked Y are ranked by how easy a catch rate is to publish for each.

1. The completeness check (2.1): deterministic, and a missing field is the commonest cause of a late re-plan [A].
2. The supply-lost count (6.1): a query against the roster and platform state; after #1 because its catch rate depends on the roster being reconciled first.
3. The requirement computation (7.1): arithmetic on graded inputs; after #2 because it inherits #2's output and its weakest grade.
4. The re-run at cadence (11.1): the same arithmetic under time pressure; after #3 because fewer checks run between versions.
5. The reverse-check measurement (12.1): four signals against four bands; after #4 because the bands are set locally and differ per node, so one catch rate does not carry across the estate.
6. The situation-report draft (10.1): assembled, then reviewed; after #5 because its output is prose, whose errors are counted by review rather than by rule.
7. The assumption pack (15.1): assembled, then reviewed; last because it runs once a year, so a catch rate accrues slowly.

The step-down decision (12.1's decision, not its measurement) is never a candidate. It is where the function reports that its levers are unwound and impact measured neutral; closing the event is the continuity owner's. Supervision of reliable automation decays into assent, and the card's own rule is that the signer produces the evidence rather than approves a proposal. The post-event review is likewise human; the incident-handling literature places the lessons-learned meeting with the people who worked the incident.

Maturity Model Position

Four scales on this wiki use the word level; the launch page states which is which. On the WFM Labs Maturity Model™ a function with a documented receipt and re-plan procedure against a fixed severity matrix is at Level 2; one that runs the reverse check, the post-event review and the annual assumption return as written is at Level 3; one whose re-plan is drawn from the same live picture as the daily operation, as Integrated Global Resource Optimization Center describes for its Level 4, is at Level 4.

See Also

• Process Standardization — the hub and the inventory this card belongs to
• Integrated Global Resource Optimization Center — the continuity wire: trigger and product, partner not function
• Contact-Center Incident Severity Matrix — the trigger and the nine-field record
• Incident Management for Contact Centers — step 5, where the wire fires
• Business Continuity Planning for Contact Centers — the other side of the wire
• Scenario Planning and Contingency Staffing — the event classes and playbooks the re-plan draws on
• Placement Under Duress (generic process) — the second product of the wire
• Standard and Variant in Process Documentation — how the variants above are recorded