Abstract

Understanding crisis management competency development is essential among employees for improving work performance. Effective work performance in organisational development is viewed as the application of a comprehensive system involving policy formulation, organisational formation and structuring, individual characteristics, roles and responsibilities, planning, and organisational change management, all of which contribute to developing human resources in managing crises. This study employed a qualitative research method using a case study approach, with triangulation in data collection and data analysis. The study explored the case of Pasir Gudang City Council (MBPG), which is responsible for services and the environment. The data collected were analysed using thematic analysis. The findings revealed three themes related to effective competency development: strengthening governance, cultivating innovation, and sustaining practices. This study contributes to the academic literature by proposing a conceptual framework to assess crisis management competency development for improving work performance among public servants.