1. A Perfect Storm Emily Palmer Texas Department of State Health Services Crisis Communications Conference May 3, 2007 There is no such thing as...

2. Emergency Management Texas Department of State Health Services Lead agency by state law for Emergency Support Function 8 Health and Medical Lead agency for radiation control Lead agency for disaster mental health Member of the Governors Emergency Management Council with a seat in the State Operations Center

3. For Texas: A series of major events Full-Scale Strategic National Stockpile exercise: Early August 2005 Hurricane Katrina: Late August 2005 Hurricane Rita: September 2005

4. In the Eye of the Storm

5. Headline Expectations Evacuation not perfect, but a success Response to storm not perfect, but better

6. On-the-job training Initiated the Incident Command System Staffed the DSHS Emergency Support Center

7. Katrina: Opening the Doors

8. Katrina: Mass Shelter Texas received a total of 245,000 evacuees from Hurricane Katrina 180 shelters in 42 Texas counties set up for 66,000 evacuees Houston hosted up to 11,500 evacuees in a complex that got its own ZIP code

9. Katrina Evacuees Went To More Than 200 Texas Counties

10. Information needed to be provided for evacuees and for those who provided help

11. Waiting for Rita Just One Month Later

12. Rita: Hunkering Down

13. At Home with Rita Evacuation – 3.2 million people moved inland Shelter – 115,000 people in 468 shelters from El Paso to San Antonio Flood and wind destruction – 17 counties hit Special needs – physical and mental health Reunification – finding families Repatriation – getting people back home

14. Finding Family

15. Finding Comfort

16. Finding Help

17. Communications That Worked Maintaining constant presence in the Emergency Support Center – 24/7 Establishing hurricane-specific Web site Participating in conference calls Staying for shift change reports Reading the Web EOC reports Maintaining the DSHS PIO e-mail site

18. Communications That Need Work Maintaining media contact reports Monitoring media reports Methods of news dissemination Staying in touch with local PIOs Juggling ESC, SOC, JIC, JFO needs Going paperless Relieving stress

19. Aftermath of the Storm

20. Looking to the Future After-Action Report and Stakeholder Conference ICS Training New Job Action Sheets Updated Plans Multi-Agency Coordination Center Statewide Hurricane Exercise Communications Meeting with Governors Office

21. Leadership Lessons Preparedness works Communication requires both front channel and back channel options Asking the right question is critical Improvisation is essential Leadership must be decisive – not averse to taking risks

23. You know you live on the coast when You have FEMAs number on your speed dialer. You can rattle off the names of three or more meteorologists with the Weather Channel. Ice is a valid topic of conversation. Having a tree in your living room does not necessarily mean it is Christmas. You can wish that other people get hit by a hurricane and not feel the least bit guilty about it.

24. Contact Information Emily Palmer, Assistant Press Officer Texas Department of State Health Services 1100 W. 49th St., M-631 Austin, TX 78756 512-458-7400 emily.palmer@dshs.state.tx.us