Section: Safety and Security
Policy Number: 7-52
Policy Name: Emergency Communications Policy
Date: April 23, 2008
Revisions:
INTRODUCTION
The University recognizes its responsibility to provide accurate and timely information to the campus community and the public during emergencies. The University also recognizes its responsibility to students, faculty, and staff to respond to concerns about personal safety and security, and to follow university policies concerning the release of personal information. In order to guide this process, the following Emergency Communications Plan has been drafted to highlight the policies and procedures we believe best facilitate the communication of critical emergency information. This multi-faceted, redundant communications approach has been designed using the best science and technology available in order to ensure that we can notify both University and other interested parties of an emergency and provide appropriate direction on how to avoid potential harm.
PURPOSE
The University of Delaware's approach to crisis incidents follows the Phases of Emergency Management as addressed in the full University Emergency Operations Plan (EOP) and Critical Incident Management Plan (CIMP). This supplemental document builds on the principles found in these documents and should help to ensure a comprehensive, coordinated approach to communications that will:
Disseminate clear and accurate information to interested constituencies and the public at large.
Assist in the management of crises.
Provide direction to faculty, staff, and students.
Reduce rumor and uncertainty.
Maintain the institution's credibility and minimize damage to its reputation.
Definitions
Key Actors in the Communications Process
Incident Commander
Who fills this role: to be filled by Chief/ Director of Public Safety or appropriate alternate as outlined in the Critical Incident Management Plan.
Responsibilities
Directing the University's response to the incident
Determine Incident Level
If necessary, request activation of the Critical Incident Management Team and keep them informed of response activities
Assess the need for the emergency notification system
Request authorization to activate parts or all of the emergency notification system using standard operations, if necessary.
Authorize the activation of parts or all of the emergency notification system in the case of an imminent threat
Activate or delegate the activation of UD Alert to a qualified responder
President of the University
The President, designee, or alternate as outlined in the CIMP may:
Responsibilities
Declare a University Emergency
Approve the activation of UD Alert
In the case that all authorized UD Alert activation personnel are unavailable, authorize third party vendor activation.
Provide executive decision making
The Critical Incident Management Team (CIMT)
Policy Group: The role of the Policy Group is to be a high level decision-making body for the University on issues related to the emergency.
Who fills this role: Membership includes selected executive level decision makers as defined by the Critical Incident Management Plan
Responsibilities
Define crisis policy
Approve overall priorities and strategies
Approve activation of parts or all of the emergency notification system
Determine class or campus closures and resumption
Plan and prioritize long term recovery
Operations Group
Who fills this role: Core Members are defined by Critical Incident Management Plan. Other members may be added at the discretion of the incident commander depending on the need for their resources
Responsibilities
Work in conjunction with, and in support of, the incident commander
Determine the scope and impact of the incident
Prioritize emergency actions
Deploy and coordinate resources and equipment
Communicate critical information and instructions
Monitor and reevaluate conditions
Make recommendations to the Policy Group on University actions and status
Coordinate with government and other external agencies
Key Operations Group Positions/Resources External Communications
Public Information Officer (PIO)
Who fills this Role: Qualified representative from the Office of Public Relations with support from a Public Safety representative with intimate knowledge of the incident.
Responsibilities
Assist in the identification of official spokespersons.
Coordinate with Public Relations at the media reception center either on campus or off campus.
Provide communications and media counsel to the Incident Commander, President, and/or designee, and the Critical Incident Management Team.
Prepare and disseminate statements or information to the campus community, interested constituencies, the media, and other groups as identified.
Oversee public inquiries regarding the crisis.
Respond to media inquiries regarding the crisis.
Maintain regular contact with all individuals authorized to speak on behalf of the University in order to coordinate public statements
Coordinate communications with officials from other agencies or organizations responding to the emergency
Manage the media's presence during the crisis and enforce guidelines for media behavior.
Monitor media coverage.
Provide post-crisis follow-up press releases, as appropriate.
Liaison Officer
Who fills this role: Qualified Public Safety representative or University Emergency Preparedness Coordinator
Responsibilities
Coordinate the identification and inclusion of University units designated as technical resources.
Coordinate representatives of other governmental agencies, non-governmental agencies, and/or the private sector (with no jurisdiction or legal authority) to provide input on their agency's policies, resource availability, and other incident related matters.
Coordinate representatives from assisting or cooperating agencies and organizations.
Communicate the universities needs to both internal resources and external aid providers.
Legal Affairs Specialist
Who fills the role: External legal counsel
Responsibilities
Advise command staff on legal matters, such as implications of emergency proclamations, protection of privacy, legal rights and restrictions pertaining to media access and potential issues of liability.
Office of Public Relations
Responsibilities
Assist the incident commander, CIMT, and PIO in all external communications.
Provide input as the CIMT develops a communications strategy.
Prepare "talking points" and fact sheets for authorized University representatives.
Provide text for fliers/posters, e-mail distributions, and postings to the website.
Help the PIO prepare and distribute all news releases to on-campus and off-campus media.
Serve as the University's conduit/gatekeeper to official spokespersons who can answer media questions.
Arrange to make key individuals available and accessible to the news media at regular intervals during the crisis for press conferences, interviews, or by telephone as appropriate.
Respond to the emergency and the needs of the news media.
Be available to the media until the crisis is over and/or media interest abates.
Delegate information gathering and distribution responsibilities to other University officials as appropriate.
During Level I or III emergencies, establish a Media Reception Center.
Anticipate controversial questions and help the CIMT draft a list of responses to these questions to make the spokesperson better prepared for interviews and press briefings.
Track media calls and requests in order to enable the University to look for news clippings and eventually evaluate how the crisis was reported.
University of Delaware Emergency Notification System
Description
The University of Delaware Emergency Notification System is a multi-faceted, redundant communications approach that has been designed using the best science and technology available to ensure that we can both notify University and other interested parties of an emergency and provide appropriate direction on how to avoid potential harm. During critical incidents, the University will always focus the necessary efforts towards emergency notification before it engages in the more general public information process.
Activation Policy
Standard Procedure
In accordance with the University Critical Incident Management Plan, the Chief of Police/Director of Public Safety should be immediately notified in the case of any campus incident and should begin coordinating the response to the incident as Incident Commander. If the Chief is unavailable, the next ranking officer will assume these responsibilities as outlined in the Critical Incident Management Plan.
The Incident Commander will gather enough information to assign a threat level in accordance with the Critical Incident Management Plan.
If the Incident Commander believes it is necessary to activate UD Alert and other emergency notification tools, he/she will contact the President (or appropriate designee as outlined in the Critical Incident Management Plan) and request authorization.
As he/she is awaiting authorization, the Incident Commander, or his/her designee, will select an appropriate pre-scripted message or draft a new notification message to be distributed through UD Alert and, depending on the severity and immediacy of the communication need, the other established tools as noted below. If time permits, the Incident Commander will coordinate this activity with the Office of Public Relations and the public information officer (PIO).
The Incident Commander will activate or will delegate the responsibility of activating the Critical Incident Management Team by contacting all members and informing them about:
Type of event
How and when it began
Who is involved
Current Status
Any assistance that has been requested
Procedure for Incidents with an "Imminent Threat"
In accordance with the University Critical Incident Management Plan, the Chief of Police/Director of Public Safety should be immediately notified of any campus incident and should begin coordinating the response to the incident as Incident Commander
The Incident Commander will gather enough information to assign a threat level in accordance with the Critical Incident Management Plan.
If the Incident Commander believes that the incident at hand poses an imminent threat which necessitates the activation of UD Alert and other emergency notification tools without administrative delay, in order to preserve the health and safety of the community, he/she is authorized to do so.
Immediately after authorizing or activating an "imminent threat" warning, the Incident Commander must contact the President and/or authorized alternate and brief him/her on the situation.
The Incident Commander will activate, or will delegate the responsibility of activating, the Critical Incident Management Team by contacting all members and informing them about:
Type of event
How and when it began
Who is involved
Current Status
Any assistance that has been requested
The Critical Incident Management Team will immediately convene and begin planning the appropriate course of action.
A statement for release to the media, based on the information available, will be one of the first priorities
A list of talking points to summarize the situation and cover possible media inquiries will be compiled
Warning Distribution Methods
UD Alert
Description
The core of the University of Delaware Emergency Notification System, UD Alert, will be used as the primary channel for the transmission of brief, urgent information to a large segment of our campus as quickly as possible.
Process for Activation
Authorized Persons
Public Safety command staff (3 people)
Office of Public Relations senior staff (3 people)
Student information is maintained by the Office of the Registrar utilizing the University's UDSIS system.
Faculty and Staff information is maintained by the Office of Human Resources through existing databases.
Vendor Information: The current vendor for this system is SWN Communications, Incorporated.
Supplemental Warning Methods
University E-mail
Process for Activation
Activation is completed through the Office of Public Relations
University Voice Mail
Process for Activation
Activation is completed through a cooperative effort between the Office of Public Relations and Telephone Services
University Cable Television Emergency Override
Process for Activation
Activation is completed through the Department of Public Safety or the Office of Public Relations.
Public Safety and Public Relations offices each have a Text generator.
This tool cannot be activated remotely. Public Safety/Public Relations officials need to be on campus to activate this system.
Classroom Audio Visual Takeover
Process for Activation
Activation is initiated through the Department of Public Safety or the Office of Public Relations.
Classroom VOIP Phones
Process for Activation
These phones have been wired to allow emergency outbound calls to 911. These lines will dial directly into the Department of Public Safety's communications room.
These phone numbers will also be incorporated into the UD Alert system for emergency notification.
Recorded message on the University's Main Number, 831-2000
Process for Activation
Activation is completed through a cooperative effort between Office of Public Relations and Telephone Services.
A message is drafted by the Office of Public Relations and is sent to the Manager, Information Technologies, Network and System Services. The Manager, Information Technologies, Network and System Services, or other qualified staff member, will record the information on the phone line.
Recorded message on UD1-HENS
Process for Activation
Activation is completed through the Office of Public Relations
A message is drafted by the Office of Public Relations and put on the hotline by the Editor, Office of Public Relations or other qualified staff member.
CARILLON System
Process for Activation
Activation is completed through the Department of Public Safety and the Office of Public Relations.
Fire Alarm Enunciators
Process for Activation
Activation is completed through the Fire Protection Engineer within Occupational Health and Safety.
WVUD Radio Station
Process for Activation
Activation is completed through a cooperative effort between the Office of Public Relations and Student Centers.
University Home Page and UDaily web sites
Process for Activation
Activation is completed through the Office of Public Relations.
External Radio, Television and Newspaper Press Releases
Process for Activation
Activation is completed through the Office of Public Relations.
Variable Message Board at Bob Carpenter Center
Process of Activation
Activation is completed through the Office of Public Relations. This tool cannot be activated remotely. A representative must come on campus.
Door to Door Notification
If all the above notification tools are unavailable due to loss of electricity, Public Safety personnel, supplemented by other University employees, will go door to door notifying students, faculty and staff of the emergency and necessary protective actions.
Loss of Technical Warning Methods
Unit Emergency Contacts
Residence Life Staff (RAs & HDs)
Public Safety Officers
Process for activation to be developed by Public Safety
Pre-Drafted Warning Messages
Pre-drafted messages will be created with the input of Public Safety and Public Relations. Copies of pre-scripted messages will be kept at both Public Safety and Public Relations.
Public Information During Critical Incidents
Description
During critical incidents, the University will always focus the initial efforts towards emergency notification before it engages in the public information process. However, this is not meant to minimize the importance of attending to media and the general public. Working quickly and proactively is imperative since journalists tend to report the first information they get. If information is slow in coming, it invites speculative coverage. This plan is intended to facilitate the exchange of information under the assumption that the media should be given as much information as possible. When information is withheld, there is a risk of inaccurate reporting, negative editorials, and damage to future media relations. While communication following an incident is reactive by nature, the goal, to the greatest extent possible, is to turn the situation into a proactive communications opportunity.
Authorized Representatives
University policy requires that only the President, the Executive Vice President, the Assistant to the President/Director of Public Relations, and the Chief of Police may serve as authorized spokespersons for the University during critical incidents. The previously named administrators or the CIMT may designate others as spokespersons based on there technical expertise.
In all critical incidents with more than one authorized spokesperson, it is extremely important that the PIO and Office of Public Relations provide input and coordinate all information disseminated in order to ensure a unified approach to information. Spokespersons should inform these parties before speaking to allow all other authorized representatives to be notified of content and timing.
Whenever possible, the University should identify a single, high level authorized representative to serve as the University's voice.
Public Information Response Process
In accordance with the University Critical Incident Management Plan, the Chief of Police/Director of Public Safety should be immediately notified in the case of any campus incident and should begin coordinating the response to the incident as Incident Commander. If the Chief is unavailable, the next ranking officer will assume these responsibilities as outlined in the Critical Incident Management Plan.
The Incident Commander will gather enough information to assign a threat level.
After all emergency notification activities have been assigned to other parties or completed, the attention of personnel assigned to communications will shift to the public and media information process.
The Critical Incident Management Team will immediately convene and begin planning on the appropriate course of action. Among other actions:
The Chief of Police/Director of Public Safety or his/her designee will brief the Policy Group on the scope and anticipated impact of the incident. The Chief of Police/Director of Public Safety recommends the communication response, spokesperson and time of news conference. Plans for informing each of the affected constituencies are discussed. The policy group will begin to:
Review content of statement for release to the media, based on the information available, as the first priority.
Discuss a list of important talking points, a summary of the situation, and input on possible media inquiries
Engage in short term critical decision making
Designate a single or multiple University "official spokesperson(s)" for the particular event, depending on the severity and nature of the crisis. In general terms, this individual(s) will be the "most knowledgeable" person associated with the event, or the person who has been most actively involved in the event.
At the conclusion of the Policy Group meeting, the Chief of Police/Director of Public Safety, or his/her designee, will update the Operations Group on the decisions of the Policy Group. Meanwhile, the Operations Group will begin to assembly and will:
Assess the need for additional resources
Begin coordination with external agencies
Begin the Incident Action Planning Process.
Begin planning for Public Information
PIO and Public Relations review outgoing messages and notify all key groups about their content, time, and method of release.
Work then beings on additional releases.
Information Technologies assists the Office of Public Relations in getting statements and directions for faculty, staff and students out via e-mail, voice mail, UD1-HENS and the University's main phone line.
External statements are disseminated to regional media and external partners, as needed by the appropriate staff person using the following methods:
University of Delaware web site: www.udel.edu
Press releases to local radio, news print and TV stations.
If deemed necessary, planning for a press conference is begun.
After the initial incident response, and if the emergency situation appears to be long term, the University Office of Public Relations will continue to work with the Incident Commander and Critical Incident Management Team to provide accurate, updated information to the media as often as needed. The PIO and Office of Public Relations should work together and have immediate, open access to administrators and public safety personnel to discuss the appropriate release of such information. Regular times should be set to acquire and release updated facts.
Outline of the Public Information Process in Critical Incidents
The process of getting information to the public and additional stakeholders during an incident is an ongoing cycle that involves four steps:
Gathering Information The first step in the process of getting information to the public and additional stakeholders during an incident is information gathering. Information is collected from:
On-scene Command: Primary source of ongoing, official information regarding the response effort.
Public Information Officer (PIO): Report what they are observing and hearing at the incident from the news media, elected officials and their staff, and the public.
Media monitoring: Used to assess the accuracy and content of news media reports. It also helps to identify trends and breaking issues.
President and Critical Incident Management Team: Inquiries from elected officials, community leaders, and the general public point to the specific concerns of those in the affected areas.
Verifying Information The next step in the process is to verify the accuracy of the information that has been collected, by consulting:
Other PIOs and liaison officers from different agencies: Comparing notes is one way to verify the accuracy of information.
Operations Group sources: Including section heads, should be asked to confirm information before it is distributed.
On-scene PIO: The presence of a representative from Public Relations can be a valuable source for checking the accuracy of information reported to the Emergency Operations Center with reports from the news media, the concerns of the policy group, and responders on the scene.
Coordinating Information The next step in the process is to coordinate with PIOs from other organizations and with authorized representatives of the University in order to ensure the messages sent to the public are accurate and consistent:
Establishing key message(s): After gathering information from all sources, unified messages should be drafted that address all informational needs and are prioritized based on the response/recovery strategy. The overall mission includes getting accurate, consistent information to the right people at the right time so they can make informed decisions.
Obtaining approval/clearance from those in authority: Ensure that the information is consistent, accurate, and accessible. The approval process should be streamlined to ensure that the information is released in a timely manner. All major releases should be verified for accuracy by the Incident Commander and approved for content by the Policy Group.
Disseminating Information The next step in the process is to disseminate the information to the public and additional stakeholders.
Using multiple methods: In an emergency, there may not be many options. Phone calls and interviews might be the primary means of getting information to the news media. Personal visits or meetings may be most effective with the public, elected officials, or other stakeholders. These outreach efforts can be supported by providing talking points and fliers to authorized spokespersons. These talking points should be updated regularly in order to ensure that communication is timely and consistent.
Monitoring the media: Media monitoring is invaluable for ensuring that the message was understood by the news media and reported accurately and completely to the public and other stakeholders. Important inaccuracies should be addressed before they are reported incorrectly a second time.
Guidance for Release of Sensitive Information
Information that is speculative or unverified should never be released to the public. It is extremely important that the University provide up-to-date, credible and reliable information to its stakeholders and the general community. In that spirit, it is University policy to be honest and forthcoming with all information related to critical incidents.
In the interest of maintaining credibility and avoiding the production of misinformation and rumor, it is University policy not to release information on, or speculate about, the following pieces of information until proven and verified:
Number of deaths/injuries
Estimates concerning the extent of damage in dollars
Estimates concerning the length of time it will take to put a damaged facility back online
Speculation on cause and/or blame placed on any individual, agency or piece of equipment
Estimates of original costs
Comments on judicial or administrative processes in which findings have not been issued
Status or length of University closure
If and how safety rules were violated
Possible effect on the community
Events as they transpired
Once proven and verified, the university will immediately release information about the following:
Factual account of events
Background information on the University and the public version of the Critical Incident Management Plan
Actual cause of crisis
University response and planned course of action as long as such information will not impede the safety of responders or the community
Extent of physical damage
Updates of events as they unfold
Special Concerns for the Protection of Privacy and University Liability
The University must strive to balance a student or employee's right to privacy with the need to be cooperative and open with the media. We must remember that the release of information regarding a student is governed by the Family Educational Rights and Privacy Act (FERPA). The following are special circumstances to be aware of:
Criminal activity:
When inquiries are directed to the University concerning a criminal charge or a pending criminal investigation, caution will be exercised in releasing information that could interfere with an investigation or a subsequent legal proceeding. Risk Management and/or external legal counsel will be contacted immediately to provide input into the response
Victim Information
Identities of victims will not be released without the written consent of the victim, legal guardian or next of kin (if the victim is deceased or no longer competent). Once family members have been contacted, and if the victim, legal guardian or next of kin signs a FERPA consent form, Public Relations will release name, age, title and department or student status, length of service or major, and hometown. The University will not release transcripts except at the written request of the victim, legal guardian, or next of kin.
If a student, faculty member or staff victim or his/her legal guardian or next of kin is further willing to have specific members of the University speak on the victim's behalf as part of a news or feature story and signs a consent form stipulating that, Public Relations will arrange for such interviews if sanctioned by the CIMT.
Submitted by: Department of Public Safety
