Rescue Helicopter Relative Call Centre Refinery security guards

Response Services

MCM’s range of 24-hour support services has been developed over the years in response to the specific needs of its clients.

Wherever our clients need additional support, in-house or on-location, MCM are able to assist. Our eight Regional Response Teams ensure coverage across the UK at any time of any day.

The additional demand on personnel during an incident can cripple an organisation’s ability to deal with the incident itself. MCM’s response services are there to provide its clients with the space and time to address the cause of the incident confident that their people are safe and their reputation intact.

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Personnel Support

We have experience of providing dedicated support to evacuees and their families.

Evacuee Response

This service provides face-to-face assistance to individuals or groups who have been evacuated or displaced from their workplace. They may have been evacuated from an office or plant onshore or brought ashore from offshore operations for safety reasons, or taken to hospital for assessment/treatment.

Experience shows that companies operating offshore in UK waters have little control over where personnel will be taken to should they need to be evacuated ashore, particularly by HM Search and Rescue. The priorities for helicopter services in these circumstances are the clinical requirements of passengers, flight times/range, and the location of their base. This makes it very difficult to plan internal resource to support them.

The geographical spread and local capabilities of our teams has been developed over many years dealing with people being brought ashore to a wide range of locations at little notice. We believe we are uniquely qualified to provide help where companies cannot do it themselves within a suitable amount of time.



Once deployed, our Evacuee Responders perform duties that include, but are not limited to, the following:

  • Meet and assist personnel who have been taken to hospital for treatment
  • Meet and assist personnel who have been evacuated from their workplace
  • Establish a Reception Centre
  • Register, brief and provide welfare assistance to evacuated personnel
  • Provide onward transport to home, hospital (for minor injuries only), or a hotel
  • Liaise with emergency and medical services as required
  • Arrange for accommodation if required
  • Provide welfare essentials – refreshments, clothing, toiletries, reading materials, etc.
  • Meet and assist relatives visiting personnel
  • We can deliver all of these services 24/7/365, working in 8-hour shifts for as long as required. Throughout the performance of these duties, we provide regular updates to the client on the status of individuals and discuss next actions.

face-to-face assistance for individuals or groups who have been evacuated or displaced from their workplace

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Relative Telephone Call Handling

This increasingly important service provides up-to-date information to relatives of those involved in an incident. It is delivered from MCM’s Relative Response Centre at Response House, Norwich, which is permanently equipped and can be set up within 60 minutes to field calls at any time of any day. It is reached by a single Freephone number which can be published by switchboards and via press statements once the call handling team is onsite and suitably briefed.



Our Relative Response Team is primarily made up of former emergency services personnel and trained counsellors who have experience in assisting distressed personnel. They will take calls from relatives and colleagues of staff and contractors in a sensitive and controlled manner, providing a disciplined and sympathetic advisory and enquiry taking service.

set up within 60 minutes to field calls at any time of any day.

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HR / Logistics Response

The task of organising reception centres, local accommodation and onward travel home for groups of evacuated personnel can be time consuming.



MCM has been retained by a number of clients to perform this task, utilising our Network’s local knowledge to quickly find solutions.

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Communications Support

MCM’s Media Responders are all experienced media professionals who have received extensive training in incident management.

In-House Media Response

Our Response teams can provide media & communications support to a client’s local operations base, or local headquarters within 60 minutes. They will provide a range of strategic and practical services which include, but are not limited to, the following:

  • Provide guidance on local communication issues
  • Prepare media statements for approval
  • Liaise closely with the client on approval of statements and the nature of media interest
  • Monitor and provide feedback on the nature of online media and social media commentary
  • Liaise with local media at the base or headquarters
  • Liaise with media representatives of external agencies such as emergency services
  • Help prepare company representatives who may be required to talk to the media


Some of these services can be provided remotely, with our Media Responder operating from their home/office.

On-location Media Response

Our Media Response Teams provide a local media liaison service at locations where media are gathering in relation to an incident such as hospitals, hotels, ports, heliports and airports. Each of our Media Responders knows the journalists on their ‘patch’ well and will make sure they are directed to official company news relating to the incident.

They will act as an essential link; fielding local journalists’ questions and providing feedback to the client on news being circulated locally.



Deploying within approximately 60 minutes of call-out, MCM’s Media Responders will perform duties that include, but are not limited to, the following:

  • Liaise with media gathered at hospitals / ports / heliports / reception centres
  • Liaise with media representatives of external agencies such as emergency services
  • Act as ‘eyes and ears’ for rumours and comment from personnel and local people
  • Provide a focal point for local journalists for news updates
  • Act as a media chaperone for evacuated personnel.

Monitor and provide feedback on the nature of online media and social media commentary

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Media Telephone Response

This service is delivered from MCM’s dedicated, permanently equipped, Media Response Centre which can be set up within 60 minutes ready to field calls via a single 0845 number 24/7/365. Once deployed, MCM’s Media Telephone Responders populate the Response Centre and make contact with the client to arrange for the latest media statement to be provided. The telephone number can then be published via switchboards and in press statements.

MCM’s Media Telephone Responders will perform duties that include, but are not limited to, the following:

  • Deliver a highly disciplined media enquiry taking service
  • Provide callers with the latest approved press information and answer questions
  • Log each call

Our Responders will provide regular feedback on the number and nature of calls received. They will feedback any new information shared by journalists and discuss any specific enquiries and requests that need further consideration. Operating in 8-hour shifts, they will continue to provide the service for as long as required.

Delivering a highly disciplined media enquiry taking service

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Incident Management Support

We can provide a bespoke off-site Incident Management Service from Response House

Full Incident Management Response

MCM is able to provide a full Incident Management service from our headquarters in Norwich. Mirroring the client’s own incident management procedure, this service enables essential communications, record-keeping and decision-making functions to operate while senior company representatives are travelling.

Our highly experienced team of Incident Managers forms a focal point for liaison with those at the scene, emergency services, other supporting companies and operational partners.



They will provide the support, advice and guidance required to help the company manage the incident and mitigate its effects on the people involved. Our team will also help the company provide a controlled feed of information to relatives, media and other stakeholders for as long as is required.

to help the company manage the incident and mitigate its effects on the people involved.

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Use of MCM’s Incident Management Facilities

Located near Norwich International Airport, our Incident Management Suite comprises an Incident Management Room, a Relative Telephone Call Centre and a Media Telephone Call Centre.

It is highly accessible and is permanently equipped with essential facilities include email, skype and fax communications, television and internet coverage, telephony, display boards and log books.



The Incident Management Suite can be made available 24/7/365. This room can be used as a back-up location for our retained clients should their primary Emergency Response Room become unavailable.

highly accessible and is permanently equipped with essential facilities

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