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.