We’re seasoned crisis experts and experienced professionals with decades of experience and deep expertise in strategic communications, print and broadcast journalism, risk management, marketing, social media, website development, media relations and public affairs, cyber security, branding, investor communications, change management, crisis and reputation management, training and coaching. ICM experts are available at a moment’s notice to provide support for virtually any issue.
Over the years, ICM and its team of crisis experts have provided crisis preparedness, response and communication planning, training and consulting services across scores of industries and virtually every kind of crisis. Our work spans much of North America and several overseas locations.
Deborah Hileman, SCMP, FCSCE, CAICP, CCMC
President and CEO
Deborah Hileman, SCMP® FCSCE CAICP CCMC is President and CEO of the Institute for Crisis Management (ICM), a U.S.-based consulting firm specializing in crisis management and communications. Founded in 1990, ICM provides expertise and support to public and private companies, non-profit organizations, government agencies, education and religious institutions and other organizational clients in North America and across the globe.
A globally certified corporate crisis management and strategic communication management professional, business leader, coach and consultant with more than 35 years’ experience in public and private companies and non-profits, Ms. Hileman has led high-performing teams in consulting, health care and senior living, manufacturing, insurance and financial services and higher education. Her most significant areas of expertise include strategic communications planning, reputation and crisis management, change management, employee engagement, media relations and communication training. She has earned several certifications, including designation as a Fellow of the Centre for Strategic Communication Excellence (FCSCE). She also is Corporate Crisis Management Certified (CCMC) by the Management and Strategy Institute, and a certified AI communication professional (CAICP). She is a FEMA-trained NIMS Incident Commander with experience as a national EMS public information officer during numerous Atlantic and Gulf coast hurricanes.
Known as a voice of calm amidst chaos and crisis, Ms. Hileman has earned a reputation as a trusted communication strategist and advisor to board members and C-suite executives, operations leaders and other organizational stakeholders. She has developed and implemented successful communication strategies for numerous business issues, from mergers and acquisitions to criminal prosecutions and federal civil investigations, workplace violence, wrongful death, social media attacks and cybercrime, among others.
A regular writer and speaker on business communication topics, Ms. Hileman was a featured columnist in the PR News Crisis Insider. She has delivered training and lectures at several leading universities, including Notre Dame, Marquette, Cornell, and the Universities of Chicago, Kansas and Miami. She is the author of “Attorneys as Allies: Balancing Stakeholder Needs with Legal Concerns During a Crisis,” published in the Writer’s Guidebook, Vol.2, PR News Press; “Building a Crisis Early Warning System by Empowering Employees to Speak Up,” published in The Book of Employee Communications Strategies & Tactics, vol. 5, PR News Press, and “In a Snap: 15 Tips for More Effective Employee Communications in a Crisis,” published in The Book of Crisis Management Strategies and Tactics, Vol. 8, PR News Press.
Ms. Hileman earned her bachelor’s degree in public relations from Purdue University and a graduate certificate in public administration at Indiana University. She has completed executive education programs at the Universities of Denver, Michigan, Northwestern, Virginia and Stanford. Ms. Hileman has worked with several organizations, including the Public Relations Society of America and the International Association of Business Communicators where she is a past member of the International Executive Board. She is the 2025-26 vice chair of the Global Communication Certification Council®, the only ANAB-ISO accredited global certification program for communication professionals. Deborah was recently honored as one of the recipients of the 2025 IABC Rae Hamlin Award in recognition of her service in advocating the Global Standard of the communication profession.
Jenny Barker, APR, Fellow PRSA
ICM Senior Consultant
Jenny Barker is a seasoned public relations counselor based in Nashville, TN, with over 20 years
of hands-on experience in crisis management, reputation protection, and strategic
communications.
In addition to her role as senior consultant at ICM, she is the founder and principal of Gray Owl
Strategy LLC, where she has a proven track record of guiding Fortune 500 companies, startups,
nonprofit organizations, and government agencies through high-pressure challenges.
Jenny began her career at a Nashville-based PR agency, managing accounts for healthcare
organizations, hospitality and entertainment brands, financial institutions, and aviation clients.
She later led communications for TriStar Centennial Medical Center—HCA’s flagship
hospital—and went on to spearhead PR, marketing, and community relations for the Gaylord
Opryland Resort and Convention Center, one of Marriott International’s largest hotels. While
there, she handled brand PR for Gaylord Hotels and worked closely with major brands,
including the Grand Ole Opry, Radio City Rockettes, Dreamworks Animation, and more.
Her credentials as an Accredited in Public Relations (APR) professional and a Fellow of the
Public Relations Society of America (PRSA)—an honor bestowed upon fewer than 2% of PRSA
members—underscore her commitment to ethical practices and industry leadership.
A Lipscomb University graduate, Jenny has earned numerous PR industry awards as well as
leadership awards from the Nashville Business Journal, Nashville Area Chamber of Commerce,
and the Association of Junior Leagues International (AJLI).
Jenny’s volunteer work has strengthened her community while sharpening her skills. As
president of the 1,500-member Junior League of Nashville during the COVID-19 pandemic and
its centennial, she navigated complex challenges, stakeholder engagement, and high-profile
initiatives—an experience that directly informs her professional work.
Her board service with the Oasis Center, Monroe Carell Jr. Children’s Hospital at Vanderbilt, the
Junior League of Nashville, and PRSA Nashville has deepened her expertise in nonprofit
communications, reputation management, and crisis preparedness. She currently chairs
communications for the Rotary Club of Nashville, serves as treasurer for PRSA Nashville, and
volunteers with Second Harvest Food Bank.
Dianne Chase
ICM Senior Consultant
Dianne Lynn Chase is the Principal and founder of Chase Media and Communication, which offers expert strategic communication services for corporate, non-profit, and government clients. Professional offerings include media relations; media training; development and instruction in crisis communication training and management; message development; issues management; strategic business storytelling; business writing; presentation skills training; interviewing coaching, and executive communication consulting and training. Also an ICM Senior Consultant,
Ms. Chase has extensive experience as a spokesperson and on- scene media consultant in crisis situations for a spectrum of clients, including international business concerns. With an award-winning career in broadcast journalism, she brings a wealth of insight, knowledge, understanding, and unique experience to serving client partners.
Ms. Chase has established expertise, comprehensive experience, and ability in high-level professional communications. She is a creative manager, organization leader, professional instructor/trainer, communications consultant, freelance writer, and public speaker who has managed communication initiatives to promote clients’ success.
Ms. Chase’s broadcast journalism career includes positions as news director, anchor, and reporter at top news radio stations. Winner of numerous local, state, regional, and national broadcast journalism awards, Ms. Chase served as an adjunct professor at UNC-Charlotte, Winthrop University, the University of Bucharest, Romania, and department head at Knoxville Business College.
She is a past Global Chair of the International Association of Business Communicators (IABC), past Chair of IABC Southern Region, and current president of IABC North Carolina. She has served on numerous global committees and task forces as an IABC leader. She co-founded IABC Charlotte’s annual philanthropic event- ‘Profitable Communication for Nonprofits’- in 2001.
Ms. Chase is a long-standing board member of the Radio-Television Digital News Association of the Carolinas (formerly the Radio Television News Directors Association of the Carolinas.) She was elected the organization’s first woman president and was the first RTNDAC president re- elected to a second consecutive term. She spearheaded the organization's record membership expansion, conference attendance, and budget growth. She currently serves on the board as Chair of Professional Development.
Ms. Chase’s life mission is to help people and organizations communicate more effectively- in good times and challenging times- so that they may achieve their professional, personal, and business aspirations.
Jennifer Dulles, APR
ICM Senior Consultant
Jennifer Dulles, APR, president of DStreet in metro Denver, Colorado and ICM Senior Consultant has more than 30 years of experience designing and delivering strategic planning, communications, positioning and messaging, thought leadership, and reputation management programs. As an agency principal, she assembles and leads teams who shape markets, engage key influencers and propel companies to the forefront of their respective industries. As a consultant, she is a frequent advisor to the c-suite on strategic planning and corporate growth, as well as reputation management and crisis communications preparedness and response.
Her expertise spans government organizations and their partners, including the U.S. Department of Energy, CH2MHILL, SRA International, the Colorado Governor’s Energy Office, DigitalGlobe, Space Imaging, and National Renewable Energy Labs. Much of her expertise has been in rapidly moving technology markets, for mid-market companies who sit at the leading-edge of innovation. Her technology client roster includes Schlumberger, Sprint PCS, AutoGrid, IQNavigator, MXLogic, Laird Connectivity, Rally Software, SignalSoft, and Sierra Wireless, amongst dozens of others. In the healthcare market she has worked for Baxter Healthcare Corporation, the National Association of Treatment Providers, the Colorado Hemophilia Association, the March of Dimes, and the National Association of Critical Care Nurses. In financial services she has represented the national Farm Credit system, including developing the rubric and approach for all of their financial institutions to prepare for reputation, issue management and crisis situations. Her retail expertise includes counseling PetSmart on national communications strategies and reputation management — and guiding Cabela’s on significant market entry reputation issues and ensuring the successful market launch of two retail stores — a program recognized with multiple awards.
Jennifer was awarded the 2015 award for top reputation management program by PRNews for her work for Farm Credit, a national provider of financial services. Her crisis communications expertise also includes working with local municipalities on crisis programs, including managing the Town of Firestone’s response to a home explosion in Colorado in 2017 that took two lives, including that of a town employee. Jennifer is accredited in the fields of public relations and reputation management and has been recognized with more than 20 industry awards for her work. She holds degrees in journalism, public relations, and political science.
Ray Hutchins
Senior Cyber Security Advisor
Over the span of a wide-ranging career, Ray Hutchins has acquired extensive experience in a variety of businesses and industries and has bootstrapped and successfully sold several companies – including the sale of a chain of primary care medical centers to HCA. All of his previous businesses were built around an IT core, and in order to make those businesses succeed, Ray had to master the IT side of things.
Today he leads two cyber security companies – CyberCecurity (CC) and Data1Qbit (D1QB).
CC provides comprehensive cyber security solutions to medium-sized companies and their boards of directors. D1QB is a nationally significant cyber security start-up focused on intelligence gathering related to cyber security companies and products.
Ray Hutchins is a rare commodity in our digital economy. He is an experienced, CISSP-trained IT and business executive who seamlessly straddles both the corporate and cyber security worlds. He guides the technical and business teams as they fight the front-line cyber security battles that are part and parcel of today’s corporate landscape.
Byron E. Johnson
ICM Senior Consultant
Byron is an ICM Senior Consultant and strategic communications professional specializing in crisis management and public affairs. With two decades of experience creating and implementing comprehensive campaigns, he helps organizations navigate complex challenges while protecting their reputation and stakeholder relationships. His expertise spans legislative and regulatory engagements at the local, state, and federal levels, advancing and protecting the interests of brands across business sectors.
Throughout his career, Byron has made significant contributions to the healthcare industry, representing a diverse range of clients, including CHRISTUS Health, NMDP (formerly the National Marrow Donor Program), Johnson & Johnson, Philips, Int., PhRMA, Minnesota Medical Association, Humana, the American Association of Nurse Anesthetists (AANA), Pfizer and others. His accomplishments include preserving the stability of operating budgets and Medicare Advantage programs, safeguarding healthcare professionals’ practice autonomy, and successfully leading coalition efforts for public health initiatives.
A notable achievement includes his work with NxStage, where he developed and executed a strategic legislative campaign that influenced the Centers for Medicare and Medicaid Services (CMS) to allow Medicaid payments for home dialysis services for patients with chronic and acute kidney disease.
Prior to joining the Institute for Crisis Management, Byron served as a senior leader with Fleishman Hillard, consulted for Evoke KYNE in healthcare communications, and led communications for the health equity advocacy group United States of Care.
Byron holds a BA in Political Science from the University of Minnesota.
Erin Dullaghan Jones
ICM Senior Consultant
Erin Dullaghan Jones is a seasoned Public Relations and Crisis Communication expert passionate about branding, content creation, and strategic marketing. Her career has spanned high-profile events, corporate communications, and media relations, and she has built a reputation for delivering impactful messaging and crisis management solutions.
Erin began her career as the Director of Publicity and Communications Manager at the Kentucky Derby Festival, the largest festival in the country. During this period, she also served as a Broadcast Coordinator and Press Officer for the ESPN X Games, overseeing media relations for an internationally renowned sporting event. Her marketing expertise grew while working as the Louisville Regional Marketing Specialist for Whole Foods Market, where she merged her passion for health and wellness with innovative marketing strategies. She later advanced her strategic communications experience as the Director of Sales at Metromojo, LLC.
Erin founded Dullaghan INK, a communications firm specializing in public relations, crisis communication, event marketing, and strategic planning. Through Dullaghan INK, she has provided expert consulting for a diverse range of clients, including those in philanthropy, consumer goods, and corporate branding. Additionally, she is a sought-after speaker and trainer, delivering keynote presentations at marketing and PR events nationwide.
Alongside her PR and marketing expertise, Erin is a published author and blogger. She wrote and published “The Adventures of Susie & Johnny Grilled Cheese,” an illustrated children’s book, and founded Divorce Dish, a blog and bestselling book that delves into relationships, dating, and personal growth.
Maxine McBride
ICM Senior Consultant
Industry Specialties: Real Estate and Development, Transportation, Oil and Gas
In addition to her role as an ICM Senior Consultant, Maxine is founder and president of Clockwork Marketing Services in Jacksonville, Fla. She has been providing effective public relations, media relations and community campaign services for leading companies for 25 years. Her dedication and visionary contributions set her apart as one of the most respected marketing and public relations CEOs in the region.
Maxine is known for her skillful and instinctive advice in challenging situations. She calmly implements and executes strategic plans to provide crucial messaging, both internally and externally. She has tremendous expertise in media relations, including close working relationships with journalistic and industry publications.
Maxine is a sought-after industry expert and has served as a keynote speaker for local, regional, state and national programs. She has received numerous honors including being named as a Woman of Influence, a First Lady in Florida Housing and People to Know in Florida. She is involved in the community as an active leader including Leadership Jacksonville, JAXUSA Partnership Business Development Committee, JAX Chamber Trustee and former Board Member, founding member of the Urban Land Institute North Florida, the Monique Burr Foundation for Children and Wolfson Children’s Hospital.
Scott E. Toncray, APR
ICM Senior Consultant
Scott E. Toncray, APR advises executive leaders and governing boards during moments that test reputation, trust, and institutional stability. With more than two decades of experience in crisis communications and strategic counsel, he brings disciplined judgment and steady leadership to high-stakes decision environments.
His experience spans corporate, nonprofit, and government sectors. Scott has supported global brands, including INFINITI Motor Company, and mission-driven organizations, such as Wycliffe Bible Translators, where he held senior leadership roles directing external relations and integrated communications. As a Field Public Information Officer during Hurricane Katrina, he delivered timely, accurate public information under some of the most demanding crisis conditions in modern U.S. history. He later served as a national spokesperson for the American Red Cross, contributing to disaster response communications during the 2016 Baton Rouge Floods and Hurricane Harvey.
Scott’s advisory work centers on crisis readiness planning, executive counsel, scenario architecture, and governance-level response strategy. He is particularly skilled at helping complex organizations align leadership messaging with operational realities and stakeholder expectations under pressure — translating ambiguity into clarity when it matters most.
Known for his calm presence and principled judgment, Scott works closely with senior leadership teams to clarify decision pathways, reduce reputational risk, and strengthen institutional resilience.
Scott is an accredited public relations practitioner (APR) credentialed by the Public Relations Society of America. He earned his Crisis Communications Certificate from the Institute for Crisis Management and continues the firm’s tradition of practical, values-based advisory leadership.
Larry Smith
ICM President Emeritus (1944-2022)
Larry was a master communicator when it comes to managing crisis. He had 50 years’ experience in the news and public relations business—as a former television news director, press secretary to a Senator, and newspaper editor, and works with executives of organizations seeking to minimize the negative public reaction to a business crisis.
Larry also helped organizations be prepared for a crisis by developing proactive crisis communications plans, and leads many of ICM’s workshops and custom leadership training programs, including the ICM Crisis Certification course. His expertise and history with ICM was instrumental in identifying trends and contributing to the ICM Annual Crisis Report. Larry joined ICM in the mid-90s as a Senior Consultant and was president of the company from 1999-2012.
Testimonials for Deborah Hileman, SCMP, FCSCE, CCMC and the Institute for Crisis Management®
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