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Developing an Emergency and Risk Communication Plan

Developing an Emergency and Risk Communication Plan . Guidance Document July 16, 2013. Communication is Important . Support Essential Functions & Maintain Operations of Clinic Ability to communicate with: Staff, management, patients, other organizations, emergency personnel, community

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Developing an Emergency and Risk Communication Plan

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  1. Developing an Emergency and Risk Communication Plan Guidance Document July 16, 2013

  2. Communication is Important • Support Essential Functions & Maintain Operations of Clinic • Ability to communicate with: • Staff, management, patients, other organizations, emergency personnel, community 3. Redundant Communication Tools 4. Vertical and Horizontal Communication

  3. Audiences

  4. Communication Tool Matrix

  5. Levels of Communication No Service -Immediate need for information to all audiences -Broadcast & print media may appear for live coverage -Provide alert & update messages -Talk with media if needed -Contact external agencies -Communicate with local community Need for Communication Limited Services -Need for more information to staff, partners and patients -Provide alert & update messages -Contact external organizations - Talk with media as needed Modified Services -Growing demand for more information -Public is aware of the incident but it is attracting little attention -Provide alert & update messages as needed Under Control -Incident attracts little or no attention -Public and/or media are virtually unaware of incident -Monitor media and incoming information Normal Operations -Normal day-to-day communication -Arrange testing of communication plan -Advisory Messages

  6. Developing your Plan

  7. Roles, Responsibilities & Activation • Review existing communication polices/procedures • Identify Communication Tools • Activation • Crisis Communications Team • Administrative Access Information

  8. Internal Communication • Create and Update a Staff Contact List • Name, email, office, home, cell, pager and emergency contact • Primary Communication Tool List • List of communication tools you will use

  9. Patients • Communication Tools • Message Content • Rapid Message Tool - Advisory/Information, Alerts, Updates

  10. Rapid Messaging Tool

  11. External Agencies • Contact Phone Book • Resource Requesting • 4 Letter Code • Situation Reports

  12. Contact Phone Book

  13. Community • Informing your local Community • Actions that should be taken • Actions that should not be taken • Details about the incident • Actions taken by the Clinic: • Operating Hours, Services Available • Special Populations

  14. Talking with the Media • Good Working Relationship • Who is your ‘Spokesperson’?- PIO • Policies and Procedures • Message Development • 3-3-30 Rule • 3 Short Sentences • 3 Key Messages • 30 Words

  15. Resources • Developing your Emergency and Risk Communication Plan Checklist • Contact Phone Book • Rapid Messaging Tool

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