Client Case Studies
The Resiliency Initiative has a diverse client base with projects ranging from program design, plan development, and employee trainings.
Current clients include a state-level emergency management agency, a county-level public health department, a utility agency, a Native American Tribe, a credit union, a coffee roasting company, and several local municipalities and nonprofits.
Examples of our different projects and clients are highlighted below.
Client: State Recreation Conservation & Authority
Project: develop an emergency response and evacuation plan for several newly designed recreational facilities to be built in a coastal community.
This project embodies the forward-thinking approach all new construction should follow. Located in a wildfire-prone area with limited egress options, the plan addresses the life safety and coordination pieces necessary to ensure the safe usage of the facilities once built. To address emergency protection, response, and evacuation, TRI is leading an inclusive planning process in alignment with city, county, and state regulations. TRI drafted an Emergency Operations Plan (EOP) following site inspections and a hazard and vulnerability analysis (HVA). The EOP includes section-specific checklists and an Evacuation Annex and is part of the Environmental Impact Report. Once approved, TRI will conduct an on-site tabletop exercise to train responding agencies on the plan and its procedures.
Client: Global Education Franchise
Project: develop and maintain a crisis management program for a global music education program, operating over 300 company-owned and franchised locations across 14 countries, including the US, Brazil, Australia, Taiwan, and Spain.
This project assembled, built, and grew the building blocks needed for a robust company-wide crisis management program. TRI created several products serving corporate and franchise locations, including an Executive Crisis Playbook, a high-level actionable guide for corporate C-Suite executives to respond to local, regional, and business-wide-level incidents; a Crisis Management Manual, an all-hazards plan covering the company’s overarching crisis management protocol, the concept of operations during a crisis, incident-specific action steps, and emergency response actions, along with appendices covering media guidelines, checklists, compassionate care resources, etc.; a Disaster Recovery Manual, plan with checklists for the corporate arm to address short to long-term system outages affecting business operations (e.g., Pike 13, Workplace, etc.); and a series of webinars training general managers and franchise owners on their emergency plan, how to effectively conduct all-hazard drills, etc. Using our white glove approach, TRI offers continued services on an ad hoc basis. We are currently preparing to lead two tabletop exercises for staff and franchisees at the company’s bi-annual conference.
Client: Wilderness Camp Nonprofit
Project: conduct a full audit of a nonprofit’s existing emergency procedures along with a hazard and vulnerability analysis (HVA) to provide a final report with key, prioritized recommendations for enhanced planning efforts.
This project was led to safeguard the well-being of children with serious illnesses, staff, and volunteers at a year-round camp. The HVA was performed using ArcGIS, while the audit included a thorough review of all existing emergency planning documentation and gear, along with an on-site inspection of the facilities and geographic area, which, among other things, is at high risk for catastrophic earthquakes and landslides. TRI also inspected the administrative headquarters in Santa Monica, CA, and integrated considerations for effective coordination between both locations during a crisis.
Client: Tribal Housing Authority
Project: develop a Hazard Mitigation Plan (HMP) for a Tribal Housing Authority, utilizing recent research techniques to integrate climate projections.
The client requested assistance with the creation of the HMP with an integration of social issues, including people dealing with substance abuse, individuals experiencing domestic violence, individuals experiencing homelessness, households experiencing food insecurity, and individuals living with mental health issues. The TRI team engaged the three separate communities spread across two rural counties. Due to the remote nature of one of these communities, we provided three in-person and virtual community meetings and a survey to ensure accessibility for all members who wanted to attend. Utilizing our technical knowledge and the community’s cultural expertise and experience, we created a Hazard Mitigation Plan that will open the door for additional funding for the Housing Authority.
Client: Publically Traded Coffee Company
Project: create a crisis management and business continuity program aligned with industry standards.
TRI enhanced the operational resilience of a leading coffee roasting and retail company by addressing challenges in shipping and receiving, inventory management, reliance on specialized equipment, and software redundancy. Through a comprehensive approach that included process mapping, business impact analysis, risk assessments, and prioritizing critical stock-keeping units (SKUs), TRI improved the company's ability to mitigate risks and streamline operations.
TRI’s work resulted in a more resilient supply chain, reduced the risk of critical failures, and ensured operational continuity despite disruptions. This strategic investment in resilience preserved business continuity and maintained high customer satisfaction through consistent product availability and quality, highlighting the importance of robust recovery strategies in safeguarding operations and ensuring the steady delivery of high-quality coffee products.
Client: Disaster Relief Agency
Project: develop an Emergency Operations Plan (EOP).
The client requested assistance with the creation of an EOP. The client is a disaster relief agency that provides essential services across the US immediately following a disaster. Additionally, TRI wrote a childcare annex addressing the needs of children and families impacted by disasters, which the nonprofit shares with partner city and county agencies to be included in their EOP.
Understanding the unique needs and characteristics of the client's organization was crucial for this effort. The nonprofit’s mobile and dynamic nature required a different approach than traditional fixed-location EOPs. TRI leveraged its tailored approach to create an all-hazards plan, taking into account flexibility in location and partner-driven operations, highlighting the need for adaptability in disaster planning.
Client: Nonprofit
Project: Develop and facilitate a board-level tabletop exercise.
This engagement aimed to test the coordination between the nonprofit’s board and executive staff during a crisis.
This project consisted of an exercise that simulated several crisis events affecting youth during a multi-day backpacking excursion at a national park. Following a debrief, TRI produced an after-action report (AAR) to identify strengths and areas of improvement. Thanks to our deep bench and dynamic work approach, TRI was able to plan, facilitate and deliver the AAR within less than a month.
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