Developing Communication Skills Developing Listening Techniques.
Developing an Emergency and Risk Communication Plan
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Transcript of Developing an Emergency and Risk Communication Plan
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