In today’s rapidly evolving risk landscape, organizations, particularly casino resorts and tribal enterprises, must be equipped to handle a variety of crises, ranging from cyberattacks to natural disasters. This was the focus of a compelling discussion at the recent Raving NEXT conference, where industry experts shared insights into crisis preparedness.
Understanding the threats
Casino resorts and tribal enterprises face a multitude of threats due to their high foot traffic and complex operations. Trisha Wilbrand, Senior Cybersecurity Consultant at REDW, highlighted the increasing importance of preparedness:
“Cyber threats are evolving every day, and organizations must be proactive rather than reactive. A well-structured crisis plan ensures not just survival but resilience in the face of adversity.”
The risks include cyberattacks that could shut down all operations, active shooter incidents, human trafficking, and severe weather events such as wildfires and tornadoes. Each of these scenarios requires a coordinated response plan to ensure safety and business continuity.
Are organizations ready?
Melanie Heskett, General Manager at Indigo Sky Casino Resort, emphasized the importance of daily preparedness:
“We practice that preparedness every day. Whether it’s a gas leak, water leak, ice or snow event, or even a larger crisis, we have emergency response plans in place.”
Heskett noted that the casino’s security teams are extensively trained in first aid and CPR. Given its location in northeast Oklahoma, the property routinely conducts tornado drills. The casino also trains staff in emergency medical response to better handle unexpected health crises among guests.
Challenges in crisis communication
One of the key challenges in crisis management is ensuring that all employees, from executives to frontline workers, know how to respond. Brock Hochsprung, CEO at Swinomish Casino & Lodge, pointed out the difficulties posed by high turnover rates:
“That’s a challenge because you bring in new employees and train them, but you’re not necessarily sure how they’re going to react.”
Training and regular drills are essential to maintaining a prepared workforce. Hochsprung stressed the need for effective communication tools and emergency response plans tailored to their specific operations.
Essential crisis response strategies
The panelists underscored several essential strategies that organizations must adopt to enhance their crisis preparedness.
1. Establishing an emergency response plan
A comprehensive emergency response plan should include:
- Designated leaders and call lists for crisis response
- Defined evacuation procedures
- Communication protocols for employees and guests
- Partnerships with local law enforcement and emergency responders
2. Preparing a “go bag” for emergencies
Eddie Ilko, Safety and Occupational Health Manager at the National Indian Gaming Commission recommended that all employees and executives have a go bag ready at home, work, and in their car:
“What should be in your go kit? Medications, emergency phone numbers, money, water, a flashlight, and a basic first aid kit. You need to be able to evacuate on short notice.”
3. Enhancing communication systems
Timely communication is crucial during a crisis. Casinos have implemented mass notification systems, text alerts, and social media updates to inform employees and guests of emergencies.
Hochsprung noted, “We have a text messaging system, but the challenge is ensuring that employees believe the message and act accordingly.”
Social media and websites serve as key information channels during crises such as cyberattacks, especially when internal communication systems are compromised.
4. Conducting regular drills and training
Training employees on crisis response is essential for preparedness. Casinos are now implementing active shooter training, emergency evacuation drills, and safety committee initiatives to engage every department in crisis planning.
“You can’t just have an emergency plan sitting on a shelf. You have to train your employees on it, practice it, and constantly update it,” said Ilko.
The role of tribal gaming commissions and government agencies
Tribal gaming commissions play a critical role in crisis preparedness, working alongside casino operators and local law enforcement to establish safety regulations. The National Indian Gaming Commission provides valuable resources, including emergency preparedness templates and technical assistance for casinos looking to enhance their crisis management plans.
Conclusion: Proactive preparedness is key
Crisis preparedness is not a one-time effort but an ongoing process that requires leadership commitment, staff training, and strong partnerships with emergency responders. Organizations must continually assess their risks, update response plans, and conduct regular training to ensure they are ready for any crisis.
As the panelists emphasized, the key takeaway for all organizations is to act now rather than wait for a disaster to strike. Preparedness saves lives, protects businesses, and fosters a resilient workforce in times of uncertainty.
Find more resources by visiting www.nigc.gov for more information on crisis preparedness.
