Division of Homeland Security & Emergency Management

1. Division of Homeland Security & Emergency Management G249 Managing People in Disasters A Local Perspective Alaskans working together to prepare for, respond to, and recover from disasters!

2. Instructor Introductions DJ DesJardin • State Training Officer • Alaska DHS&EM Alaskans working together to prepare for, respond to, and recover from disasters!

3. Participant Introductions HELLO my name is State Your Name Emergency Management Role Agency Alaskans working together to prepare for, respond to, and recover from disasters!

4. Course Purpose Help emergency managers and disaster field staffs develop leadership skills and a management style for effectively utilizing personnel in the delivery of community services during disaster operations. Alaskans working together to prepare for, respond to, and recover from disasters!

5. Course Goals • Apply effective communication skills in disaster operations • Apply effective communication strategies in disaster operations. • Apply effective customer services skills in disaster operations • Apply strategies for managing relationships with community members, including disaster survivors, elected officials, the media, and other members of the public. • Apply useful techniques for building and managing cohesive teams and developing disaster team management effectiveness. • Apply strategies for prioritizing, delegating, and monitoring work in disaster operations. Alaskans working together to prepare for, respond to, and recover from disasters!

6. Communication Communication is a two-way process that involves transmitting and receiving a message between two or more people with the goal of mutual understanding. Alaskans working together to prepare for, respond to, and recover from disasters!

7. Send-Receive Model Steps in the send–receive model of communication: The sender sends a message. The receiver gets the message and personalizes it. The receiver, in turn, sends feedback and thus becomes a sender. The original sender now becomes a receiver and reacts to the feedback. Generally, a new communication sequence is then initiated. Alaskans working together to prepare for, respond to, and recover from disasters!

8. Interpersonal Communication Interpersonal communication is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages. Interpersonal communication includes: • What is said. • The language used. • How the message is said. • Non-verbal messages sent through tone of voice, facial expressions, gestures and body language. Alaskans working together to prepare for, respond to, and recover from disasters!

9. Common Barriers • Excessive chaos and stress. • Pressure to get things done immediately. • Constant distractions. • Many tasks to manage simultaneously. • Information overload. Alaskans working together to prepare for, respond to, and recover from disasters!

10. Communication Noise Definition:A term used to describe things that interfere with interpersonal communication. Alaskans working together to prepare for, respond to, and recover from disasters!

11. Communication Noise at a Field Site • Limited work space • Crowded working conditions • Phones are constantly ringing • People are constantly talking • Multiple requests for information • Dealing with frustrated or demandingcustomers Alaskans working together to prepare for, respond to, and recover from disasters!

12. Communication Noise at an Emergency Operations Center (EOC) • Answering multiple phone calls • Listening to multiple conversations • Fulfilling multiple requests for information • Preparing for multiple meetings • Preparing multiple reports • Managing large volumes of information Alaskans working together to prepare for, respond to, and recover from disasters!

13. Methods for Decreasing Noise • Be aware of communication noise when it is occurring. • Reflect on the conversation by reiterating what was said. • Slow down the pace of the conversation. • Do NOT make assumptions instead ask for clarification. • If the other person’s responses are not what you expected, again ask for clarification. • Request that an email be sent to request needed information, so the request can be tracked. Alaskans working together to prepare for, respond to, and recover from disasters!

14. Communication during a Disaster Acknowledge they understand what was communicated. Request or provide clarification when needed. Provide information when asked and according to established Standard Operating Procedures. Use standard terminology when communicating information. Ensure statements are direct and unambiguous. Use nonverbal communication appropriately. Inform the appropriate people when plans have been changed. Alaskans working together to prepare for, respond to, and recover from disasters!

15. Communication Strategies Definition: Communication strategies are plans for communicating a message or information related to a specific issue, event, situation, or audience. Communication strategies should: • Outline the goals and objectives of communication • Identify stakeholders • Define key messages • Determine how the information will be formatted and sent • Obtain feedback Alaskans working together to prepare for, respond to, and recover from disasters!

16. Reason for Communication Strategy Objectives may include: • Providing information • Increasing awareness • Encouraging action • Building consensus • Changing behavior • Promoting community participation • Resolving conflict • Asking for input Alaskans working together to prepare for, respond to, and recover from disasters!

17. Methodology for Delivery Determine the methodology for delivering the information, which may include, but is not limited to: Telephone Email Briefings Fact sheets Media Website postings Presentations Public notices Videos Translation into other languages spoken by community members Alaskans working together to prepare for, respond to, and recover from disasters!

18. Types of Information • Determine what types of information you need from other teams or outside agencies. • Determine what types of information that other team members and outside agencies need from your team. • Determine what information needs to exchanged, when it will be needed, how it should be formatted, and how it will be sent. • Establish an effective tracking mechanism for sending and receiving the information. • Conduct organized meetings and briefings. • Conduct after-action meetings. Alaskans working together to prepare for, respond to, and recover from disasters!

19. Communication Strategy Exercise Damaged infrastructure: • A major disaster has occurred with continuing after effects. • Electrical Power is out. • Runway has major damage. • Several major roads have major damage. • Water is contaminated • A third of the houses has major damage and cannot be occupied. Assumptions: • First responders are busy with life, health, safety response. • Evacuation is not an option. • Local and State EOCs have been activated. • Last two weeks left in school year. Alaskans working together to prepare for, respond to, and recover from disasters!

20. Providing Quality Customer Service Definition of customer service: • Refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Alaskans working together to prepare for, respond to, and recover from disasters!

21. Customers in Emergency Management • Disaster survivors • Community leadership • First responders • Support agencies • Local, state and federal agencies • Local, state and federal politicians • Volunteers • Media • Internal customers Alaskans working together to prepare for, respond to, and recover from disasters!

22. Customer Service Standards • Greet and interact with everyone in a professional and courteous manner. • Respect the confidentiality of information. • Use clear and concise verbal and written skills. • Use professional telephone etiquette. • Respond promptly to emails, faxes and telephone inquiries. • If you cannot respond promptly, inform the customer when you will be able to respond. • Handle complaints according to established policy. • Treat your internal customers as importantly as your external customers. Alaskans working together to prepare for, respond to, and recover from disasters!

23. Workforce Training Communication skills Customer service Dealing with difficult customers Diversity training Resolving conflict Safety training Stress management Workplace violence Alaskans working together to prepare for, respond to, and recover from disasters!

24. Leadership and Supervisor Training Leadership skills Performance management Supervisory training Alaskans working together to prepare for, respond to, and recover from disasters!

25. Online Independent Study Courses • IS-20.13: Diversity Awareness • IS-21.13: Civil Rights and FEMA Disaster Assistance • IS-33.13: FEMA Initial Ethics Orientation 2013 • IS-35.13: FEMA Safety Orientation 2013 • IS-37: Managerial Safety and Health • IS-106.13: Workplace Violence Awareness Training 2013 • IS-240.A: Leadership & Influence • IS-242.A: Effective Communication • IS-454: Fundamentals of Risk Management • IS-650.A: Building Partnerships with Tribal Governments • IS-660: Introduction to Public-Private Partnerships • IS-662: Improving Preparedness and Resilience through Public-Private Partnerships • IS-704: NIMS Communications and Information Management • IS-775: EOC Management and Operations • IS-906: Workplace Security Awareness • IS-923: Performance Management – Goal Writing Alaskans working together to prepare for, respond to, and recover from disasters!

26. Managing Community Relationships Under Pressure The purpose of disaster operations is to serve the public. Sometimes in the midst of an emergency it can be easy to forget that you and your team are providing customer service and establishing a public image. Alaskans working together to prepare for, respond to, and recover from disasters!

27. Portraying a Positive Public Image Customer service is critical to good public relations. • Good customer service should be provided before, during, and after an emergency. Alaskans working together to prepare for, respond to, and recover from disasters!

28. Establishing Customer Service • Exercise your community’s Emergency Operations Plan (EOP). • Exercises will help your local teams and involved agencies. • When an incident actually happens, the results of an effective exercise will improve emergency response resulting in a positive public image. Alaskans working together to prepare for, respond to, and recover from disasters!

29. Emergency Services Evacuation Transportation Sheltering Feeding Emergency health services Family reunification Animal shelter Alaskans working together to prepare for, respond to, and recover from disasters!

30. Managing Volunteers Whether you want them to or not volunteers will come from inside and outside the disaster area, so it is critical that you have a plan. Hire or appoint a Volunteer and Donations Manager to manage affiliated volunteers and donations. Alaskans working together to prepare for, respond to, and recover from disasters!

31. Affiliated Volunteers Affiliated volunteers are attached to a recognized voluntary or nonprofit organization and are trained for specific disaster response activities. • Meet with the voluntary agencies in your area to learn how they can support you. • Establish a Memorandum of Understanding (MOU) with various volunteer agencies. • The MOU should state how volunteers will be requested and what type of services they will provide. • Your local logistics team will coordinate with the voluntary agency to determine how volunteers will be deployed to the incident site. Alaskans working together to prepare for, respond to, and recover from disasters!

32. Unaffiliated Volunteers Unaffiliated volunteers are not part of a recognized voluntary agency and often have no formal training in emergency response. They are not officially invited. They come with a variety of skills. They may come from within the affected area or from outside the area and are known as “convergent,” “emergent,” “walk-in,” or “spontaneous” volunteers. Our recommendation is refer unaffiliated volunteers to United Way. See “United Way” flyer. Alaskans working together to prepare for, respond to, and recover from disasters!

33. Alaska VOADs • Adventist Community Services (ACS) • American Radio Relay League (ARRL) • American Red Cross (ARC) • Catholic Charities USA • Christian Reformed World Relief Committee (CRWRC) • Church World Service • Episcopal Relief and Development • Fairbanks Community Food Bank • Food Bank of Alaska • Lutheran Disaster Response (LDR) • Mennonite Disaster Service (MDS) • Presbyterian Church (USA) • Samaritan's Purse • Southern Baptist Convention - Alaska Baptist Convention • The Salvation Army • United Methodist Committee on Relief (UMCOR) • United Way of America • World Vision Alaskans working together to prepare for, respond to, and recover from disasters!

34. Other Agencies Agencies include: • Other local government agencies • Schools • Local faith-based groups, such as churches, temples, mosques, and/or synagogues. • Non-government entities, such as Lions Club, Elks Club, VFWs, etc. • Alaska Native organizations that provide various services to their constituents within their respective service areas. • Private businesses, such as oil companies, airline companies, retail stores, etc. Alaskans working together to prepare for, respond to, and recover from disasters!

35. Elected Officials and Jurisdiction Leaders • Politics play a profound role and influence every level of disaster operations. • Elected officials and jurisdiction leadership must adhere to the process for declaration of emergency. • Elected officials have a responsibility to provide information to their constitutes, so they will most likely make statements to the press. Alaskans working together to prepare for, respond to, and recover from disasters!

36. Local Public Information Officer (PIO) Identify and train a Local PIO: • Your local PIO should provide accurate and timely information to the public and media. • Since politics and public relations are so crucial to disaster operations, your local PIO should be in charge of communicating public information to elected officials. • This will minimize the likelihood that false or outdated statements are made to the press or other parties. Alaskans working together to prepare for, respond to, and recover from disasters!

37. PIO Training FEMA Independent Study (IS) courses include: • IS-29: Public Information Officer Awareness • IS-42: Social Media in Emergency Management • IS-247.A: Integrated Public Alert and Warning System (IPAWS) • IS-702.A: National Incident Management System (NIMS) Public Information Systems Instructor-led courses include: • G290 Basic Public Information Officer • E388 Advanced Public Information Officer Alaskans working together to prepare for, respond to, and recover from disasters!

38. Media Your local PIO should: Provide timely and accurate disaster information using various media, such as the radio, television, internet, etc. Create and provide pre-scripted responses and press-releases that provide specific instructions on where to receive Emergency Services. Provide “Talking Points” for government officials to use with the media. Contact and work with Jeremy Zidek, the State PIO, to develop these documents. Telephone (907) 428-7077 or email jeremy.zidek@alaska.gov. Alaskans working together to prepare for, respond to, and recover from disasters!

39. Compose an Emergency Message How to compose an emergency message: • Use plain language. • Write a clear and concise message that will get people’s attention. • Provides clear directions on what to do. • Keep the message short. • Voice messages should not exceed two minutes. • Emails and text messages should be kept to a single screen. • Explains how to get help if needed. Alaskans working together to prepare for, respond to, and recover from disasters!

40. Contents of Emergency Message Message contents: Explain who and where you are. Explain when and where the situation is. Explain who the message is for. Explain what actions need to be taken. Explain what can be expected if actions are not taken. Explain how to get more information. Close the message with a tone that reiterates emergency level. Alaskans working together to prepare for, respond to, and recover from disasters!

41. How to Deliver the Message How to deliver the emergency message: Remain calm. Speak loudly enough to be heard and clearly enough to be understood. Utilize effective tone and inflection in your voice. Use appropriate body language and gestures that reflect the urgency of the message. Dress appropriately. Practice what you going to say. Be prepared to answer questions. Alaskans working together to prepare for, respond to, and recover from disasters!

42. Disaster Survivors During an evacuation, provide as much information as possible to disaster survivors, so they: • Know where they will go. • Know how long they can expect to be gone. • Can determine what they will need while away. Alaskans working together to prepare for, respond to, and recover from disasters!

43. Learn to Listen Some disaster survivors lose perspective due to the overwhelming circumstances they are experiencing Alaskans working together to prepare for, respond to, and recover from disasters!

44. Emergency Services Evacuation Transportation Sheltering Feeding Emergency health services Family reunification Animal shelter Alaskans working together to prepare for, respond to, and recover from disasters!

45. State or Federal Disaster Services Various services may include: • Individual Assistance • Public Assistance • Hazard Mitigation Assistance • SBA Disaster Loans • Disaster Unemployment Assistance • Legal Services • Special Tax Considerations • Crisis Counseling Alaskans working together to prepare for, respond to, and recover from disasters!

46. Business Owners Business owners should be referred to: Small Business Administration222 W 8th Avenue, Suite A36Anchorage, Alaska 99513Tel: (907) 271-4022 Alaskans working together to prepare for, respond to, and recover from disasters!

47. Elected Officials Emergency Management leadership and the Local Public Information Officer (PIO) can provide regular reports to Elected Officials, so they may keep their constituents informed and request additional support if needed. • The Local PIO should deliver timely and accurate information to the media to inform the public. Alaskans working together to prepare for, respond to, and recover from disasters!

48. After a Disaster • Complete an After-Action Report with all involved stakeholders. • If necessary, update the EOP and any of its supporting documents, such as SOPs, MOUs, etc. • Send thank you letters or cards. • Recognize individuals or agencies that provided exceptional customer service. • Continue relationships with those agencies. • Establish new relationships with other agencies. • Continue conducting meetings and exercises with supporting agencies. Alaskans working together to prepare for, respond to, and recover from disasters!

49. Section Review Alaskans working together to prepare for, respond to, and recover from disasters!

50. Managing Staff Under Pressure Building and managing teams for a disaster begins by ensuring the teams: • Know their work objectives. • Know how to successfully complete their duties and responsibilities. • Have the necessary equipment to perform their duties and responsibilities. • Are provided the essential training to make them successful. • Are provided the opportunity to practice in team exercises. • Conduct an after-action report to document what went well and what needs improvement. • Acknowledge and/or reward your team when they have successfully completed an event. Alaskans working together to prepare for, respond to, and recover from disasters!