1 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course EMERGENCY MANAGEMENT PROGRAM DEVELOPMENT COURSE MODULE 7: COMMUNICATIONS & WARNING – 30 min

2 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Iowa Administrative Code

3 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course The “so what?” Slide Communications help develop a relationship with your constituents before, during, and after incidents. Communication should elicit an action. Effective communication builds trust.

4 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Communications Disasters require different organizations – often from different jurisdictions and levels of government as well as from the private sector – to work collaboratively. One of the keys to successful collaboration is clear, accurate, and timely communication with your responders and the public.

5 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Internal / External Internal Communication – Commission Members – First Responders – Support Agencies External Communications – Public – Media

6 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Internal Communications How direction and control is established and maintained Should be used regularly in non-disaster situations Users must understand their roles and responsibilities

7 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Methods of Communications Local – Radios to include local interoperability – Cell Phones / Landlines – Pagers – Web Tools (WebEOC, DLan, etc.) – Mass Notification Systems – Others? Regional / State – Interoperability Channels

8 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Communications Interoperability The ability of public safety personnel to communicate with staff from other agencies, using different systems, on demand and in real time. When day-to-day capabilities or capacities are exceeded, the number and variety of responder agencies multiply and so do the issues of interoperability Daily usage of interoperability functions is the only way to insure it functions during a disaster

9 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course PSAP Role in Communications What is a PSAP? – PSAP = Public Safety Answering Point – Answers all 911 calls for the service area – “911” or “Dispatch Center” or “Communications Center” – Funnel point for communications at local level 117 PSAPs in Iowa What is your role as an Emergency Manager? – 911 Coordinator? – Communications Manager? – None?

10 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course How Works Getting the public’s call for help to the right place Calls originate from wire and wireless phones – Wire = Static Location – Wireless = Dynamic Location Future of 911 includes text, pictures, videos

11 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course External Communication Public – How you reach them – How they reach you Media – How you use the media to move your message

12 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Your Public Communications Toolbag Wireless Emergency Alerts (WEA) and Integrated Public Alert Warning System (IPAWS) NOAA All-Hazards Radio Others? Mass Media Mass Notification Systems Outdoor Warning Systems Social Media Local Broadcast Stations

13 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course The Purpose of Emergency Warnings Inform the community of an impending or current threat Promote appropriate responsive actions Message should spur the public to action

14 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Risk Communication and Warnings Three Myths about Risk and Warning Communications ① PANIC will ensue – rarely happens KISS (Keep it Simple Stupid) – works in advertising, not public warnings. The more information you can give, the more likely it will be followed. If you don’t provide it, someone else will. CRY WOLF The public will respond to false alarms, they are productive, if explained. Non-response comes from poorly worded or delivered warnings. EXCEPTION: People do ignore sirens if sounded frequently. 1 Dennis Milletti, 2008

15 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course The Public Needs Warnings That Are: Clear (simply worded) Specific (precise and non-ambiguous) Accurate (no error) Certain (authoritative and confident) Consistent (within and between messages) Confirmed (same message, multiple ways)

16 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course The Message: Content 1.Who: Say who is giving this information (source) There is NO single credible source, so use a panel. 2.What : What are you warning about? 3.When: Tell them when they need to do it 4.Where: Say who should and who shouldn’t do it 5.What: What do you want them to do? 6.Why: Tell about the hazard consequences 7.Style: Clear, Specific, Accurate, Certain and Consistent.

17 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Sample Message – Severe Thunderstorm Event A SEVERE THUNDERSTORM WARNING has been issued by the National Weather Service to include winds in excess of 70 MPH, hail greater than 1” in diameter, and possible tornadoes. This storm system is extremely dangerous. XXXX is very likely to be impacted by this storm system within the next hour. Seek shelter in a storm shelter, basement, or interior room without windows to avoid injuries associated with high wind and hail events. For more information listen to a local radio, TV channel, and/or weather radio.

18 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Factors that Impact Public Response The Message Cues People (Constraints and Incentives) Experience Belief Knowledge Perceived Risk “Milling”

19 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course How the public reaches you 911 Calls – Not the best option for non-emergency In bound call center – Do you have the capability? Social Media – Can you monitor and respond? Others?

20 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Mass Media Radio, TV, Newspapers are still primary communication methods Even small disaster are big news They want to communicate your warnings. Driven by public trust, market share, perception as being the best.

21 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Follow up 21 Mentorship Task Book Implement through ESF #2 and ESF#15 Suggested Training Resources: IS-242 Effective Communication IS-240 Leadership and Influence IS-275 The EOC’s role in Community Preparedness, Response, and Recovery Operations

22 Iowa Emergency Management Association Iowa Homeland Security and Emergency Management Department Emergency Management Program Development Course Module 7: Communications & Warning Questions Comments Suggestions