Shielding Your Organization Amid Urban Unrest
Protecting an organization during times of civil unrest and protest activity requires a blend of advance planning, real-time decision making, and post-event recovery, all centered on employee safety and business continuity. In this business case, we highlight how GMR Security Consulting Group assisted a client in updating their Emergency Operations Plan to proactively prepare for these threats.
Organization Background
A company operates a high-rise headquarters in a downtown business district with more than 2,500 on-site employees and several satellite offices across the city. The firm relies on continuous customer access, secure handling of sensitive data, and tightly coupled supply chains for IT, cash logistics, and facilities services.
Risk Landscape Before Unrest
Elections, rising polarization, and large demonstrations near the headquarters and several of the satellite offices led the firm’s risk committee to flag civil unrest as a priority threat in its enterprise risk assessment. GMR Security Consulting Group completed a comprehensive threat and vulnerability assessment and identified scenarios ranging from peaceful marches that slowed access to violent riots with vandalism, looting, and transit shutdowns affecting staff movement and facility safety. Critical vulnerabilities identified included the glass-fronted lobby, a street-level office, reliance on a data center in the metro area, and limited remote-work readiness for some operations staff.
Preparedness Measures
GMR Security Consulting Group helped the company strengthen its plans around four pillars:
- Governance and teams: A cross-functional crisis management team (CMT) was formalized with clear roles for Security, IT, Human Resources, Communications, Operations, and Legal, including defined escalation triggers and authority to close facilities, or shift to remote work. Regular tabletop exercises simulated protest-related access issues, curfews, and communication outages.
- Physical security: Enhanced access controls were installed, entry points were reinforced, and video surveillance systems were upgraded in targeted lobbies, parking and to facilitate adjacent street views. Pre-identified safe areas were identified inside the locations to support potential shelter-in-place, and alternate entrances were planned if the main entrance(s) became unsafe.
- People and HR policies: Human Resources clarified policies on employee participation in protests, remote-work eligibility, and pay and leave if staff were unable to travel safely. Employee safety protocols included up-to-date emergency contacts, buddy systems for exiting staff, and guidance/safety tips on commuting during demonstrations.
- Technology and operations: Critical functions were mapped and prioritized with remote access capabilities expanded and alternate vendors identified for support and logistics needs.
The Plan in Action
Two weeks before a contentious court ruling, intelligence sources and news channels began to warn of large protests planned nationwide over several consecutive days. Social media monitoring indicated multiple groups converging near the headquarters as well as locations near several satellite offices. The new plan was activated and the CMT engaged.
A heightened alert was issued 48 hours before the first march, moving to daily situation reports and briefings for executives and site leaders. Pre-defined trigger points – crowd size, proximity to facilities, emergence of violence, and any police orders, were used to decide whether to shift from normal operations to partial closure, remote work, or full lockdown.
Response Actions During Unrest
Over several days of intermittent protests and one night of significant unrest, the client applied the plan in stages.
- Daytime protests: On the initial days, demonstrations were largely peaceful, but disrupted transit and street access; the client encouraged remote work for non-critical on-site roles and staggered shifts for essential personnel. Corporate Security limited access to badged employees and essential vendors only, using a single controlled entrance with visible but non-aggressive security presence to avoid escalating tensions.
- Escalation to violence: One evening, clashes downtown lead to broken windows and isolated looting of nearby retailers. Police established a rolling perimeter and public transit curtailed service. The CMT ordered closure of the street-level office, transitioned the headquarters to minimal staff occupancy, and directed any remaining employees to shelter-in-place until safe evacuation routes were confirmed.
- Communications: Mass communication tools, SMS, and email were used to push clear, concise updates about building access, work expectations, and safety guidance, along with designated channels for employees to confirm their status. External communications reassured customers about the continuity of services, disclosed temporary location closures, and emphasized the company’s respect for lawful protest and commitment to staff and community safety.
- Law enforcement and partners: Security leaders maintained liaison with law enforcement and building management to share information regarding crowd movements, access restrictions, and damage reports. Vendors were pre-informed about changing delivery windows and alternate drop-off locations, helping maintain essential supplies and support without exposing drivers to high-risk areas.
Outcomes and Impact
The organization experienced limited physical damage, primarily graffiti and some broken windows, but avoided interior breaches or injuries to employees and visitors. Some in-person customer services were minimally disrupted but digital channels absorbed increased demand and prioritized messaging preserved customer confidence.
Financially, the customer incurred extra costs for temporary security officers, overtime, cleaning, and minor repairs, but avoided revenue loss and long-term closure. Employee pulse surveys following the event indicated high confidence in the organization’s commitment to safety.