Developing an Emergency and Risk Communication Plan

Guidance Document

July 16, 2013

Communication is Important

1. Support Essential Functions & Maintain Operations of Clinic

2. Ability to communicate with: – Staff, management, patients, other

organizations, emergency personnel, community

3. Redundant Communication Tools4. Vertical and Horizontal Communication

Gathering Informatio

n

Interpreting

Information

Informing Others

Audiences

CLINICS

Internal

Patients

External AgenciesCommunity

Media

Communication Tool Matrix

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

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

Need for Communication

DEVELOPING YOUR PLAN

Roles, Responsibilities & Activation

Review existing communication polices/procedures • Identify Communication Tools• Activation

Crisis Communications Team

Administrative Access Information

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

Patients

Communication Tools

Message Content

Rapid Message Tool - Advisory/Information, Alerts, Updates

Rapid Messaging Tool

External Agencies

Clinics

EMS Agency/ Medical Alert

Center

CCALAC

Local Fire,

Police

Vendors/

Utilities

Community Partners

• Contact Phone Book • Resource Requesting – 4 Letter Code

• Situation Reports

Contact Phone Book

Community

Language Limited Literacy

Hearing Impaired Homeless

Visually Impaired

Informing your local Community 1. Actions that should be taken 2. Actions that should not be taken 3. Details about the incident 4. Actions taken by the Clinic:

• Operating Hours, Services Available

Special Populations

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

Resources

Developing your Emergency and Risk Communication Plan Checklist

Contact Phone Book

Rapid Messaging Tool