human resources for crisis communication. 2 pre crisis provide training acknowledge levels of...
TRANSCRIPT
Human Human Resources for Resources for
Crisis Crisis CommunicationCommunication
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Pre CrisisPre Crisis
Provide trainingProvide training
Acknowledge levels of experienceAcknowledge levels of experience CompetentCompetent ProficientProficient ExpertExpert
Maintain a registryMaintain a registry
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Initial EventInitial Event
Initial Intense PhaseInitial Intense Phase7–10 days work7–10 days work
12–16 hour days12–16 hour days
Stagger work hours Stagger work hours
Schedule breaksSchedule breaks
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Maintenance PhaseMaintenance Phase
10–12 hour days 10–12 hour days
Stagger work hours & breaksStagger work hours & breaks
1 day off every 7 days 1 day off every 7 days 2 days off in 3 weeks2 days off in 3 weeks
Send homeSend home
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Resolution PhaseResolution Phase
2 days off in 3 weeks2 days off in 3 weeks
Send homeSend home
DebriefDebrief
Offer mental counselingOffer mental counseling
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Who Can Do What in a Day?Who Can Do What in a Day?
Calls to Public During ResponseCalls to Public During Response6 hour shifts6 hour shifts
Simple scripted callsSimple scripted calls 30–40 an 30–40 an hourhour per person per person
Reassurance, referral, recommendation callsReassurance, referral, recommendation calls 10–15 an 10–15 an hour hour per personper person
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Media Response Media Response Incoming CallsIncoming Calls
Press officer: Press officer:
100 calls a day -6 hour shifts100 calls a day -6 hour shifts
First impressions!First impressions!
Facts clear, single message Facts clear, single message
Create FAQ sheet to fax, web, email Create FAQ sheet to fax, web, email to decrease HR needsto decrease HR needs
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Media Response Media Response Incoming CallsIncoming Calls
Experienced press officer: Experienced press officer: 40–50 calls a 40–50 calls a dayday Routine information calls, Complex subjectRoutine information calls, Complex subject
Senior press officer: Senior press officer: 20-30 calls a day20-30 calls a day In-depth calls, Subject expertIn-depth calls, Subject expert 6 TV6 TV
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Spokesperson Capacity Spokesperson Capacity in a Day?in a Day?
Top director: Top director: 4 TV, 4 TV, 2–3 print2–3 print
Stagger with spokespersonStagger with spokesperson Caution as fatigue lead to errorsCaution as fatigue lead to errors Limit the number of director, response Limit the number of director, response
leader exclusive interviewsleader exclusive interviews
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Responder TypesResponder Types
PerfectionistPerfectionist
Push themselves too hardPush themselves too hard
No satisfiedNo satisfied
Don’t take credit for what they have doneDon’t take credit for what they have done
Limited experience with death & Limited experience with death & destructiondestruction
Deny own emotions and feelingsDeny own emotions and feelings
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Working ConditionsWorking Conditions
Long intense hoursLong intense hours
Poor conditionsPoor conditions
Physical dangerPhysical danger
Lack personal supportLack personal support
Supervision stylesSupervision styles
Organizational structure keeps changingOrganizational structure keeps changing
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Secondary VictimsSecondary Victims
Frustration signsFrustration signs
Humor stretched beyond limitsHumor stretched beyond limits
ExhaustedExhausted
Anger easily surfacesAnger easily surfaces
Intolerant of others angerIntolerant of others anger
Survivor quiltSurvivor quilt
Deny own emotions and feelingsDeny own emotions and feelings
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Personal Coping—Personal Coping—Think Think RETALERETALE
RRecognize emotions are highecognize emotions are high EEat nutritious foodsat nutritious foods TTake mental breaksake mental breaks AAvoid caffeine or alcoholvoid caffeine or alcohol LLeave when your shift is overeave when your shift is over EExercisexercise
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Supervisor’s Support—Supervisor’s Support—Think Think RIMEREADRIMEREAD
RRemind workers about the value of their effortsemind workers about the value of their efforts
IInsist that they take breaksnsist that they take breaks
MMake nutritious food and drinks availableake nutritious food and drinks available
EExpect high emotionsxpect high emotions
RRespond to timid requests for helpespond to timid requests for help
EEncourage exercise & sleepncourage exercise & sleep
AAccept nonoffensive “silliness”ccept nonoffensive “silliness”
DDespite protest, insist on sleep breaksespite protest, insist on sleep breaks
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Taking BreaksTaking Breaks
15 minute walk15 minute walk
Talk to someoneTalk to someone
““Brain Break” Brain Break” Out to dinerOut to diner Movie Movie Deep breathing exerciseDeep breathing exercise ReadRead Sit in sun meditateSit in sun meditate
Unscheduled breakUnscheduled break If worker needs time before If worker needs time before
their next break they their next break they should ask and take it!should ask and take it!
Change in assignmentChange in assignment If worker needs change in If worker needs change in
assignment they should assignment they should ask & receive!ask & receive!
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Family Members During CrisisFamily Members During Crisis
PlanPlan How personnel will take care of their familyHow personnel will take care of their family
Family contact during crisisFamily contact during crisis Give key personnel a chance to check in Give key personnel a chance to check in
Resources:Resources: American Red CrossAmerican Red Cross
Brochure & LetterBrochure & Letter
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A ResponderA Responder either volunteer or
professional is a gift of time and caring that can not be provided if they themselves become a victim!
Be aware of your emotionsTalk to others about feelings
theirs and yours.