Responding in Real Time to an Active Assailant: A Case Study in Crisis Management

Recently, an international office faced the unimaginable: armed gunmen approached within 20 meters of the facility. Staff, trained for such events, reacted instantly – hiding under desks and barricading entrances to minimize exposure. In such moments, information is incomplete, confusion reigns, and a crisis management team (CMT) may not even be fully activated before the event concludes. Yet, the need for leadership, coordination, and support is immediate. 

Crisis24’s multi-disciplinary response team was activated. A Response Consultant provided real-time remote advisory support to the London-based CMT, while they maintained direct telephone contact with sheltering staff. This dual-channel approach helped to appease the situation on both ends: staff received safety instructions and psychological support, helping them remain calm, while the CMT had clear visibility into the evolving threat. Online monitoring and ground assets also helped to gain a complete picture of the situation as it unfolded, allowing the organization to track its progression and respond with precision.  

Once the immediate threat was neutralized, Crisis24 deployed personnel onsite for staff debriefings and detailed back-briefings to the CMT. Since the psychological aftermath of such events can persist for months or even years, professional trauma counseling was arranged for affected staff. Crisis24 also conducted a comprehensive lessons-learned review, using insights from the incident to enhance future preparedness and response capabilities. 

During this active assailant threat, there were a few things that made the difference in the organization’s response:  

1. Immediate Action is Learned and Saves Lives: Staff who knew how to respond—by hiding and barricading themselves —minimized their exposure and risk.
2. Real-Time Support Is Essential: Remote advisory and direct communication with sheltering staff provided both practical guidance and emotional reassurance.
3. Situational Awareness Drives Effective Response: Leveraging online monitoring and ground assets enabled precise tracking and decision-making as the situation evolved.  
4. Post-Incident Care Matters: Trauma counseling and thorough debriefings helped mitigate long-term psychological impacts.  
5. Continuous Improvement: A lessons-learned review ensured the organization was better prepared for future threats.  

Responding to active assailants is not just about surviving the immediate threat. It requires considering the immediate, ongoing, and long-term impacts of the event. It’s about setting the stage for recovery to build resilience. Organizations that invest in mature, well-practiced response plans, real-time support, and post-incident care are best positioned to weather the storm and emerge stronger.

Learn more about Crisis24’s four-phased approach to active assailant threats.