Rewrite using different wording: Recognizing key managerial roles is crucial for an effective response to crises. Just as specific individuals are responsible for handling the organization's most important accounts, these key figures are also expected to manage crises. However, identifying crisis management roles varies significantly between the customer relationship level and the organizational level. Key positions within an organization reflect those needed in a crisis management context. For example, an administrative manager would take on the role of a planning manager during a crisis. The Incident Command Structure (ICS), created by the Federal Emergency Management Agency (FEMA), aligns organizational roles with those required in emergency situations based on their responsibilities (www.fema.gov,n.d.).In addition to assigning roles, the structure specifies reporting duties, including authority positions and crisis communication contact information