a perfect storm

A Perfect StormEmily PalmerTexas Department of State Health Services

Crisis Communications Conference

May 3, 2007

There is no such thing as . . .

Emergency ManagementTexas Department of State Health Services

Lead agency by state law for Emergency Support Function 8 Health and MedicalLead agency for radiation controlLead agency for disaster mental healthMember of the Governor’s Emergency Management Council with a seat in the State Operations Center

For Texas:A series of major events

Full-Scale Strategic National Stockpile exercise: Early August 2005

Hurricane Katrina:Late August 2005

Hurricane Rita:September 2005

In the Eye of the Storm

Headline Expectations

Evacuation not perfect, but a ‘success’

Response to storm not perfect, but better

On-the-job training

Initiated the Incident Command SystemStaffed the DSHS Emergency Support Center

Katrina: Opening the Doors

Katrina: Mass Shelter

Texas received a total of 245,000 evacuees from Hurricane Katrina180 shelters in 42 Texas counties set up for 66,000 evacueesHouston hosted up to 11,500 evacuees in a complex that got its own ZIP code

Katrina Evacuees Went To More Than 200 Texas Counties

Information needed to be provided for evacuees and for those who provided help

Waiting for Rita

Just

One

Month

Later

Rita: Hunkering Down

At Home with Rita

Evacuation – 3.2 million people moved inlandShelter – 115,000 people in 468 shelters from El Paso to San AntonioFlood and wind destruction – 17 counties hitSpecial needs – physical and mental healthReunification – finding familiesRepatriation – getting people back home

Finding Family

Finding Comfort

Finding Help

Communications That Worked

Maintaining constant presence in the Emergency Support Center – 24/7 Establishing hurricane-specific Web siteParticipating in conference callsStaying for shift change reportsReading the Web EOC reportsMaintaining the DSHS PIO e-mail site

Communications That Need Work

Maintaining media contact reportsMonitoring media reportsMethods of news disseminationStaying in touch with local PIOsJuggling ESC, SOC, JIC, JFO needsGoing paperlessRelieving stress

Aftermath of the Storm

Looking to the Future

After-Action Report and Stakeholder ConferenceICS TrainingNew Job Action SheetsUpdated PlansMulti-Agency Coordination CenterStatewide Hurricane ExerciseCommunications Meeting with Governor’s Office

Leadership Lessons

Preparedness worksCommunication requires both front channel and back channel optionsAsking the right question is criticalImprovisation is essentialLeadership must be decisive – not averse to taking risks

You know you live on the coast when

You have FEMA’s number on your speed dialer.You can rattle off the names of three or more meteorologists with the Weather Channel.Ice is a valid topic of conversation.Having a tree in your living room does not necessarily mean it is Christmas.You can wish that other people get hit by a hurricane and not feel the least bit guilty about it.

Contact Information

Emily Palmer, Assistant Press OfficerTexas Department of State Health Services1100 W. 49th St., M-631Austin, TX 78756512-458-7400emily.palmer@dshs.state.tx.us