Emergency Communications and the Media

Transcription

1 Emergency Communications and the Media Presentation to: Advanced Healthcare Emergency Management Course

2 Objectives After completing this lesson, you should be able to: Describe the alert and notification methodologies and emergency communication equipment commonly used in Georgia. Recognize the difference between internal and external alert and notifications.

3 Alerts and Notifications ASPR Recipients shall build or complete development of an operational redundant communication system that is capable of communicating both horizontally between healthcare providers and vertically with the jurisdiction incident command structure ASPR Cooperative Agreement, 2007

4 Healthcare Preparedness Capabilities Capability 6: Information Sharing An effective intelligence/information sharing and dissemination system will provide durable, reliable, and effective information exchanges (both horizontally and vertically) between those responsible for gathering information and the analysts and consumers of threatrelated information. It will also allow for feedback and other necessary communications in addition to the regular flow of information and intelligence. National Guidance for Healthcare System Preparedness January 2012

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6 Communications Best Practices and Regulatory Requirements Best Practices shows that since communications are problematic for all types of organizations then planning for them is necessary Standard EM As part of its Emergency Operations Plan, the hospital prepares for how it will communicate during emergencies Source: Joint Commission 2012 Emergency Management Standards

7 Alerts and Notifications Who needs to be notified? What technologies are used for notification? When should they be notified? Where are alert and notification procedures and equipment located? Why do they need to be notified? How are alert and notification procedures and equipment tested?

8 Who Needs to be Notified? Internal Incident Command Staff CEO or Administrator on-call Members of the Emergency Management Committee Security Staff Switchboard/Dispatch Staff Patients (in- and out-patients) visitors, and families Others?

9 Who Needs to be Notified? External RCH/Coalition Leader GHA Public Health (State and District) Emergency Management Agency Emergency Medical Services Law Enforcement Public Works Vendors Media Fire Healthcare Facilities Regulation (HFR) 911 Other healthcare facilities and Coalition partners Trade association (GHA, GHCA, etc.)

10 What Technologies are Used for Notification? Internal Alert Systems (GHA 911 Twenty First Century Communications) Call-Down Lists Cell Phones/Text Hand-held Radios External Alert Systems (GHA 911 Twenty First Century Communications) 800 MHz Radios SouthernLINC HAM/Amateur Radio Cell Phones/Text REDUNDANCY, REDUNDANCY, REDUNDANCY!!!

11 Internal Systems Alert Systems Alert Systems (GHA 911 Twenty First Century Communications) Pager Call trees Overhead page Bulletin board Intranet Switchboard Nextel Others?

12 HAM Radios Amateur Radios, or HAM radios often work when everything else has failed Some facilities have HAM radio capability HAM requires licensed operators HAM radio groups have agreed to assist the states in emergencies

13 Other External Alert and Notification Systems In addition to external alert and notification systems provided by ASPR funding, facilities may also have access to additional technologies that may include: 800 MHz radios Reverse 911 systems GHA911 (WebEOC) Twenty First Century Communications (TFCC) Others?

14 When Should They be Notified? Develop trigger points to include in Emergency Operations Plan For example, If a tornado/severe weather warning is issued, incident command system will be activated. Talk to external partners (EMA, Public Health, etc.) to find out when in an event they would need to be notified.

15 Where are Alert and Notification Procedures and Equipment Located? Emergency Operations Plan Consider posting relevant contact information near alert and notification technologies Many technologies are located in the Emergency Department, others are in the Command Center or other Administrative Areas dependant on your organization.

16 Why Alerts and Notifications? Best Practices Communications are always problematic Allows internal and external staff to support the response efforts

17 How are Alert and Notification Procedures and Equipment Tested? Exercise! Exercise! Exercise! - in every exercise and drill - during evening, weekend, and holiday hours Use exercises as opportunities to train staff on equipment, check accuracy of contact information, and time it takes to notify and alert external partners

18 Problems with Communications Desire to know - Media - Public Need to know - Healthcare providers and other responders - Local, State, and Federal Agencies

19 Media Use Public Warning and Information - Instructions for evacuation - Shelter in place instructions - Locations where to seek assistance - Calming and reassurance Support Role - Supplies Blood donations, etc.

20 Media Media Use Use (cont.) Must use caution to control message - May result in unwanted or unneeded donations - Require resources to manage donations Think about the source before you issue a statement - Print media vs. broadcast media

21 Media Use (cont.) Media Use The public must receive a single, clear message A redundancy of persons authorized to talk to the media must be created, preferably well in advance of any disaster. In addition, they should work closely with one another

22 Media Use (cont.) Media Use Persons involved in any portion of the incident must be responsive and helpful to the media During communication, the nature of the content that is released must be carefully controlled. The individual communicating with the media must always tell the truth but should resist giving every detail The face that is shown to the media must be one of concern.

23 Media Use (cont.) Media Use The authorized individual communicating with the media (generally a Public Information Officer-PIO) must remember not to panic, especially under media pressure Get formal training to handle and speak to the Media (GEMA PIO Course or the CDC s Crisis & Emergency Risk Communication (CERC) Course)

24 Media Use (cont.) Media Use Avoid the phrase no comment recalling that when facts are scarce, words soon take their place remember to give only facts you can verify or have first hand knowledge of

25 Media Use (cont.) Media Use Listen to the question carefully Establish a prior relationship with local media Treat local and national media equally Don t be afraid to ask to start the interview over Use the time you have after a disaster when the public is attentive to put out public service announcements and informative campaigns

26 Summary Know what procedures and equipment are available in your facility and organization, and the community Ensure redundancy by utilizing several different notification procedures Maintain accuracy and utility of alert and notification system through frequent exercises

27 Advanced Healthcare Emergency Management Course Questions?