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

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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
Creating Communications Plan Having a communications plan in place (before you need it) is key to staying on top of a controversy. The scope of this plan will vary, based on the size of the organization; however, all plans should include a number of key elements. Section Six Designate An Organizational Spokesperson This can be your executive director, communications specialist, or someone trained to handle media inquiries and disgruntled callers. Make Sure Everyone In Your Organization Knows Who Is The Designative Spokesperson Is There can be no confusion about who should be notified when your program receives a call, email, letter, or visit from someone raising concerns about the quality of services, the lack of services, alleged discriminatory practices, breach of confidentiality, etc. Decide If You Want To Give The Name Or Title Of Your Spokesperson To Callers And Visitors Make sure staff is aware of the protocol so they’re not giving out unauthorized information. Gather Information As soon as an allegation or controversy comes to your attention, pull all relevant staff together to chronicle the timeline, statements, interactions, referrals, etc. Don’t Make It A Story If It’s Not One Wait to see if the story hits mainstream media before you make public comments. Sometimes these things just fade away. Get Out In Front Of The Story If the issue is picked up by mainstream media (or is about to), immediately reach out to your media contacts, let them know you’re getting the facts together and will be issuing a statement. Create Talking Points Frame points in anticipation of questions. Keep on topic and don’t make any statements that cannot be backed up. Organize A Media Response Network Be prepared to counter negative public comments about your program services, operations, or staff through a network of community supporters who are lined up and ready to respond in a timely manner. ◗ Ask a program-friendly district attorney, judge, county commissioner, township supervisor, borough councilperson, police chief, physician, business leader, donor, etc., to write letters to the editor, op-eds or be available for interviews. ◗ Offer to help draft their responses. ◗ Emphasize the urgency for quick turnaround. When Crisis Strikes | Pennsylvania Coalition Against Domestic Violence | 2012 page 39
Page 1 and 2: When Crisis Strikes: A Toolkit for
Page 3: TABLE OF CONTENTS 1. When Crisis St
Page 6 and 7: Section ONE PCADV technical Assista
Page 8 and 9: Section two Involve other systems i
Page 10 and 11: COMMUNICATIONS Do: Don’t: Do: Don
Page 12 and 13: Responding to Subpoena for Program
Page 14 and 15: Section four PROTECTING CONFIDENTIA
Page 16 and 17: Section four RESPONDING TO A subpoe
Page 18 and 19: Section four ◗ Staff should never
Page 20 and 21: Section five 4. Trauma ◗ A unique
Page 22 and 23: Section five E. Take Care of Staff
Page 24 and 25: Section five A Team Approach Most c
Page 26 and 27: Section five Communication with Fam
Page 28 and 29: Section five Take Care of Staff Fee
Page 30 and 31: Section five Vicarious Trauma Impli
Page 32 and 33: Section five Bringing in Other Indi
Page 34 and 35: Section five Physical Injury Severe
Page 36 and 37: Section five In securing personal i
Page 38 and 39: Section five Children and Death Whe
Page 40 and 41: Section five Appendix Resources Res
Page 44 and 45: Section Six A Reference Guide to th
Page 46 and 47: Section Six Preparing Victims and S
Page 48 and 49: Section Six DISPELLING MYTHS Myth:
Page 50 and 51: Section Six Myth: Women Lie About B
Page 52 and 53: Section Six Myth: There’s Nothing
Page 54 and 55: Section seven Individual and Commun
Page 56 and 57: Section seven Honoring Victims Prof
Page 58 and 59: Section seven Community Awareness E
Page 60 and 61: Section seven Randi’s Race This a
Page 62 and 63: Section 1: General Information Prog

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