Toolkit with Report Form - Pennsylvania Coalition Against Domestic ...

Section six
Managing Communications
The control, flow, and accuracy of information are critical to the credibility of
your program, particularly when it is under public scrutiny for all manner of
incidents, allegations, and circumstances. We offer the following tips to help
you manage program communications:
Be Clear on Your
Program Policies/Practices
◗ Program Standards
◗ Non-Discrimination Standards/Practices
◗ Conflict of Interest and Confidentiality
Policies
◗ Referral Process for Victims When You
Cannot Provide Them With Services
Make Sure Staff/Volunteers
Are Trained and Practicing in
Accordance with Program Policies
◗ Training should be offered to all program
staff and volunteers.
◗ Program should regularly monitor to
ensure that services are offered according to
standards.
◗ You may want to post information internally
about your program policies and practices
or create a fact sheet to be kept close to the
phones.
Train Staff/Volunteers Who
Answer Hotline and Office Calls
◗ Make sure they are sufficiently informed
to respond to questions about services and
shelter for all individuals seeking help.
◗ Advise them not to get caught up in
conversations about program policies. Have
them transfer calls or refer callers to the
designated spokesperson.
◗ All answers should be consistent and reflect
your program’s policies/practices.
◗ Pennsylvania domestic violence programs
provide services to all victims without
regard to age, race, creed, sex, ethnicity,
color, national origin, marital status, sexual
orientation, handicap or religion. It is never
okay to state that your program does not
serve or offer service to certain victims.
◗ Guide staff on how to make responsible
referrals.
Keep Relevant Staff/
Board/Volunteers Informed
of Developing Issues
Everyone needs to be on the same page
and have the same information. Decide
in advance who needs to know pertinent
information and how it is communicated –
email, memo, meeting.
If Applicable, Share
Information with Shelter Residents
Don’t underestimate how swiftly information
can spread throughout a shelter. If something
is happening that residents are aware of or
are likely to hear about, gather them together
or reach out through support groups or house
meetings to offer reassurance of their safety
and confidentiality, and provide appropriate
levels of information about whatever is
happening.
Keep PCADV Informed
◗ Contact the Legal Department for issues of
confidentiality and conflict of interest.
◗ Contact the Contracts Department for issues
relating to program services or complaints.
◗ Contact the Communications Team for
media response.
page 38
When Crisis Strikes | Pennsylvania Coalition Against Domestic Violence | 2012