Human Resources for Crisis Communication

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Human Resources for Crisis Communication
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Pre Crisis

• Provide training
• Acknowledge levels of experience
• Competent
• Proficient
• Expert
• Maintain a registry

3
Initial Event

• Initial Intense Phase
• 710 days work
• 1216 hour days
• Stagger work hours
• Schedule breaks

4
Maintenance Phase

• 1012 hour days
• Stagger work hours breaks
• 1 day off every 7 days
• 2 days off in 3 weeks
• Send home

5
Resolution Phase

• 2 days off in 3 weeks
• Send home
• Debrief
• Offer mental counseling

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Who Can Do What in a Day?

• Calls to Public During Response
• 6 hour shifts
• Simple scripted calls
• 3040 an hour per person
• Reassurance, referral, recommendation calls
• 1015 an hour per person

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Media Response Incoming Calls

• Press officer
• 100 calls a day -6 hour shifts
• First impressions!
• Facts clear, single message
• Create FAQ sheet to fax, web, email
• to decrease HR needs

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Media Response Incoming Calls

• Experienced press officer
• 4050 calls a day
• Routine information calls, Complex subject
• Senior press officer
• 20-30 calls a day
• In-depth calls, Subject expert
• 6 TV

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Spokesperson Capacity in a Day?

• Top director
• 4 TV,
• 23 print
• Stagger with spokesperson
• Caution as fatigue lead to errors
• Limit the number of director, response leader
  exclusive interviews

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Responder Types

• Perfectionist
• Push themselves too hard
• No satisfied
• Dont take credit for what they have done
• Limited experience with death destruction
• Deny own emotions and feelings

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Working Conditions

• Long intense hours
• Poor conditions
• Physical danger
• Lack personal support
• Supervision styles
• Organizational structure keeps changing

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Secondary Victims

• Frustration signs
• Humor stretched beyond limits
• Exhausted
• Anger easily surfaces
• Intolerant of others anger
• Survivor quilt
• Deny own emotions and feelings

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Personal CopingThink RETALE

• Recognize emotions are high
• Eat nutritious foods
• Take mental breaks
• Avoid caffeine or alcohol
• Leave when your shift is over
• Exercise

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Supervisors SupportThink RIMEREAD

• Remind workers about the value of their efforts
• Insist that they take breaks
• Make nutritious food and drinks available
• Expect high emotions
• Respond to timid requests for help
• Encourage exercise sleep
• Accept nonoffensive silliness
• Despite protest, insist on sleep breaks

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Taking Breaks

• 15 minute walk
• Talk to someone
• Brain Break
• Out to diner
• Movie
• Deep breathing exercise
• Read
• Sit in sun meditate

• Unscheduled break
• If worker needs time before their next break they
  should ask and take it!
• Change in assignment
• If worker needs change in assignment they should
  ask receive!

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Family Members During Crisis

• Plan
• How personnel will take care of their family
• Family contact during crisis
• Give key personnel a chance to check in
• Resources
• American Red Cross
• Brochure Letter

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A 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 emotions
• Talk to others about feelings
• theirs and yours.