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Best Practice in Emergency Communications

Best Practice in Emergency Communications. Shelly Raffle, Manager Emergency Response System Visiting Nurse Service of NY HCA Emergency Preparedness Annual Meeting June 10, 2010. Emergency Communications Begins Before Anything Happens. Train Staff Expectations and Response.

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Best Practice in Emergency Communications

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  1. Best Practice in Emergency Communications Shelly Raffle, Manager Emergency Response System Visiting Nurse Service of NY HCA Emergency Preparedness Annual Meeting June 10, 2010

  2. Emergency Communications Begins Before Anything Happens

  3. Train Staff Expectations and Response • To pay attention and respond appropriately: • Identifiable/Consistent • Design/style • Sender • Repetition and Frequency • Identify opportunities for communications • Regular testing • Reliable • Accurate, current, helpful, truthful

  4. Branding

  5. Branding

  6. Branding

  7. Planning • Identify realistic, common scenarios • Based on results of your Hazard Vulnerability Assessment • Who needs the information and what do they need to know? • Pre-plan anticipated responses • Message mapping/pre-set communication templates • Ensure redundancies • Develop & test communications tools/messages/plans

  8. Who?

  9. Who?

  10. What? • Information • Outgoing? Incoming? Both? • Instructional • Are responses needed? • Data Reporting/Sharing • Event/Incident Management

  11. Agency Level Tools • Public Information/Risk Communications • Program/Department Business Continuity Plans • Broadcast Email or Voice mail- one way • Employee Emergency Hotline – one way • Intranet– one way • Internet– one way • Mass Notification System– two way • RISK Hotline – one way, incoming • Agency Coordination/Data Reporting

  12. VNSNY Intranet – ERS Sharepoint Site

  13. Program Business Continuity Communications Plans

  14. Program Business Continuity Communications Plans

  15. www.vnsny.org

  16. www.vnsny.org

  17. AlertFind – MessageOne

  18. Broadcast Groups Pre-Set: Company Department/Program Location Region Field Staff AlertFind – MessageOne

  19. RISK Hotline • Triggers Emergency Response Plan / Incident Command Team Activation • Covered 24/7 • On all employee ID cards • Calling RISK incorporated into annual evacuation exercises • Tested six times a year

  20. Agency Coordination:Emergency HHA Bidding System

  21. Agency Coordination:Data Reporting

  22. Incident Management Communications • Internal • Outlook mailboxes by ICS Role & ERS documents • Accessible in or out of office • Text messaging on cell phones enabled for ICS Team • ICS Contact Card – online and wallet versions • Virtual or Physical EOC Activation • Evacuation Team 2-way radios in multi-floor buildings • Clinical and Admin Status Reports – annual testing

  23. Outlook Mailboxes

  24. ICS Contact Card

  25. Emergency Status Reports • Clinical Programs • Administrative Programs • HCCs • From Outlook Forms or • Hard Copy from Intranet

  26. Incident Management Communications • External • 800 Mhz Radio – OEM • GETS Connectivity • OEM Advanced Warning System • Home Based Care Liaison at NYC OEM • NYS Health Provider Network

  27. GETS Accounts – ICS Team

  28. OEM / NYC DOHMHAdvanced Warning System

  29. Incident Command Team: Communications Roles • Public Information Officer • Media / Risk Communications • Liaison Officer • Agencies/Hospitals/OEM/Health Depts • Interagency Conference Calls • Safety and Security Officer • NYPD • Regional Branch Directors (Operations) • Evacuation Teams (2 way radios) • Clinical Programs Status Report

  30. Incident Command Communications Roles • Human Resources Section Chief • All staff communications • Creates/distributes broadcast emails/voice messages • Updates Employee Information Hotline • Creates/distributes AlertFind notifications • Planning Section Chief • Monitoring situational reports including Advance Warning System postings & mailings • Administration Section Chief • Administration Units Status Reports • HHA Status Data Collection

  31. Incident Command Communications Roles • ERS Manager • Update and manage all plan documents, accounts and permissions • Advises departmental BC planning • Design and conduct tests of plans and procedures, including Communications Plans, Status Reports and RISK Hotline Notifications • OEM HBCTF Representative • Daily monitoring of 800 Mhz radio and primary agency HPN Coordinator

  32. Communications Success • Targeted planning – who? / what? / how? • Identifiable & trustworthy spokespersons • Well-developed BC Plans: default/alternate procedures clearly identified and understood by staff when systems/ communications goes down or facility becomes unavailable • Staff trained and procedures tested routinely • After Action: errors or problems identified quickly – plans modified and updates/changes communicated

  33. Thank you! Shelly Raffle, Manager Emergency Response System Visiting Nurse Service of New York 212-609-7564 sraffle@vnsny.org GETS URL: http://gets.ncs.gov/ Information on Risk Communications and Message Mapping/Dr. Vincent Covello: http://www.maqweb.org/techbriefs/tb49riskcomn.shtml

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