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Communicating with the Public in a High Risk Situation

Learn how to communicate with the public in high-risk situations and manage conflicting messaging. Enhance crisis communications by coordinating messaging and understanding community needs. Gain insight into the evolving role of Public Information Officers (PIO) and strategic recommendations for effective leadership in crisis situations.

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Communicating with the Public in a High Risk Situation

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  1. Communicating with the Public in a High Risk Situation Elected Officials, Multiple Agencies, Incident Management Teams: Who Says What?

  2. Public Information: Getting the RIGHT Information To the RIGHT People At Exactly the RIGHTTime So Everyone is Empowered to Make the RIGHTDecisions

  3. Change is occurring at a more rapid pace than ever before • The role of the PIO must keep evolving to meet public demand through old andnew technology • Proactive dissemination of public information is becoming more vital to our citizens

  4. Crisis Communications • Determine Agency Having Jurisdiction (AHJ) • Have a Plan in Place Before Crisis Occurs • Coordinate Messaging • Know Your Audiences

  5. Crisis Communications • Anticipate: look at history and what could happen • Coordinate: include all local and area PIOs (before, during and after the crisis) • Cooperate: check your ego at the door • Communicate: use every tool available

  6. Exercise Scenario • Denver International Airport • City & County of Denver • Denver Police Department • Denver City Coroner • School District Conflicting messaging causes confusion and distrust. Confusion leads to frustration and anger. Trust is key in relationships and reputation management.

  7. “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”--Warren Buffett

  8. Stay In Your Lane! Who is the OFFICIAL source of Information? • Local Agency • Emergency Operations Center (EOC) • 15 Emergency Support Functions (ESF) • Joint Information Center (JIC) • Elected Official(s) • Incident Management Team (IMT) Always Refer to the Delegation of Authority

  9. Strategic Recommendations We as leaders need to: • Put greater emphasis on preparedness • Understand “Community Risk Reduction” • Strategically plan for public/survivor fear • Add psychological experts to our messaging teams • Understand the many cultures we serve People fear dangers less as they gain more knowledge of the situation

  10. Next Steps • ICS 100 - Introduction to the Incident Command System • ICS 700 - An Introduction to the National Incident Management System • ICS 800 – National Response Framework • ICS 402 – ICS Overview for Executives & Senior Officials • G191 – ICS/EOC Interface • G290 – Basic Public Information Officer • G291 – Joint Information System/Joint Information Center • E947 – EOC/IMT Interface • Spokesperson Training

  11. Questions? Schelly Olson Assistant Chief, Administration / Community Risk Reduction Public Information Officer / Wildfire Mitigation Specialist Grand Fire Protection District No. 1 (970) 887-3380 office (720) 371-9358 cell solson@grandfire.org Tracy LeClair Community Risk Manager/PIO Eagle River Fire Protection District (970) 471-5284 tleclair@eagleriverfire.org Micki Trost Strategic Communications Director Colorado Division of Homeland Security & Emergency Management (720) 852-6630 micki.trost@state.co.us

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