I have recently aided several clients with policies for their organizations. This work underscored that no matter what the situation, when there is a major crisis, leadership and communications are vital. This article is about communications before, during and after a crisis situation.
Oh, My Gosh! No Phones!
You probably have a list of emergency phone numbers and contacts in your contingency plans. But what if both land lines and cell phones don’t work? Do you have a method in your contingency plan that tells people where to get information when it is impossible to reach them? For example, is there a centralized community bulletin board or community emergency disaster center in your area? Or consider establishing an emergency internet site which even in time of non-emergency tells people what to do in case something occurs.
Remote Contacts and Storage Locations
That emergency contact list you have for all employees, does it list people who live with them or contacts in another area? Consider asking for a contact that doesn’t live in the area in case the entire area is affected by a disaster.
Double check to ensure all your information is stored in a safe place. It is likely that if you have an emergency contact list off site – possibly at your home or at your HR manager’s home. Sounds safe, but in the case of Katrina all the homes were destroyed also. Think about storing a copy in a remote location or use a commercial vendor to store confidential data of site as a back-up. A friend of mine is an HR VP for a company that was in the World Trade Center. Fortunately, she had a copy of all their employee contacts in another state so she could readily get access to vital information.
Top of Mind Questions
The most important questions after finding out if family members are safe are all about leadership. Things like…
Do I still have a job? Will my benefits continue? Where will I find temporary housing and what about school and day care? How will I get paid if I am not in the immediate area? How will my insurance claims be handled if I have to use out-of-network providers? Can the Employee Assistance Program help me and how can I reach them? And on and on.
How Can I Help?
Also anticipate the communication needs of employees who are not affected. They want to help, but need to know how to do so and what help is needed. Again the community disaster bulletin board or an emergency internet site can be very helpful.
Of course, my hope is that no one ever has to deal with these concerns, but as the leaders of our organizations we have the obligation to be prepared.
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