B & B Tower: Crisis Communication Plan EMER 548

1. B & B Tower: Crisis Communication Plan EMER 548 Khai Luu, Terrance Burton, Raymond Melendrez, Cameron Abel, and Richard Meier April 6, 2010

2. Outline Section 1: Introduction 3 Section 2: Emergency Checklist 13 Section 3: Preparation 36 Section 4: Roles and Responsibilities 44 Section 5: Initial Response 51 Section 6: Conducting a Media Briefing 63 Section 7: Background Information 77 Section 8: Phone Directories and Contacts 93

3. Section 1: Introduction Today’s Presentation • Welcome and Introductions • Review B & B Tower Crisis Communication Plan • Discuss how B & B Tower Residents can play a role in emergency management as Floor Wardens • Presentation lasts 45 minutes • We’ll do our best to answer your questions

4. Section 1: Introduction Why have Crisis Communications Plan (CCP)? • A CCP is a key component of the Crisis Management Plan (CMP) • A CCP details how the Crisis Communications Team (CCT) will communicate with stakeholders (Tower Residents, first responders, and media) during a crisis • Federal, State, County requirement

5. Section 1: Introduction Regulations & Guidelines • This Crisis Communications Plan (CCP) was developed in consultation with local government and first responders, B & B Tower Property Management, and Homeowners Association Board of Directors. • This CCP integrates the Crisis Communication Lifecycle and the Nine Steps of Crisis Response (Department Homeland Security, 2008; Cal-EMA, 2008; Los Angeles County OEM, 2007; B & B Tower CCP Resolution, 2010)

6. Section 1: Introduction Crisis Management Plan Summary • Assumptions. Response to a hazard effecting B & B Tower or indirectly effecting the local area; limit crisis/alleviate impact; • Priorities. Protect life; support safety/health; preserve assets; maintain service; assess damage; restore operations • Activation of Crisis Communications Plan. For major emergencies call 911. Tower Safety – (562) 123-4567 • B & B Tower Crisis Management Team determines level of crisis (Level 1, Level 2, or Level 3)

7. Section 1: Introduction Crisis Management Plan Summary (Continued) • Level of Crisis Defined Level 1: Restricted; minor disruption of B & B Tower function; limited media attention; Crisis Communication Plan may be activated Level 2: Disrupts all or part of B & B Tower; Crisis Management Team and Crisis Communication Team notified; Expect media notification; Level 3: Disrupts overall B & B Tower function; Crisis Management Plan activated; Crisis Management Team convenes; Department Operations Center, Emergency Operations Center convenes and in contact with Emergency Communications Center

8. Section 1: Introduction PRECRISIS PHASE • Crisis Communication Team (CCT) personnel have been identified and will receive professional development training in their area of responsibility • CCT composition: 1. B & B Tower Property Management staff 2. Select HOA Board of Directors 3. Select Tower Residents

9. Section 1: Introduction CCT Objectives 1. Provide effective communications for employees, residents, students, and the public 2. Help the stakeholders and news media know the facts throughout the crisis 3. Maintain stakeholder confidence in us and our institution

10. Section 1: Introduction Policy. 1. We will be an authoritative, reliable source of accurate information for news agencies and the public. 2. In an emergency, we will issue our first news release within one hour after we have been notified of the emergency and periodically supply additional information to Tower residents, news media, and first responders.

11. Section 1: Introduction Policy (continued) 3. A designated spokesperson will brief early in the emergency. During the briefing we will state what we are doing to address the emergency (and if appropriate, prevent the reoccurrence). 4. We will distribute all information to local government at the same time it is released to Tower residents.

12. Section 1: Introduction When To Use This Plan • This CCP is designed to provide a public relations response to all-hazards incidents that affect B & B Tower and requires an effective and timely communications response. • It is crucial for the CCT to communicate effectively in a time of emergency.

13. Section 2: Emergency Checklists The following checklists are intended for developing or improving plans to prepare for and respond to an emergency situation, disaster or pandemic illness.

14. Section 2: Emergency Checklists Equipment • Obtain extra phone lines for media calls • Obtain a copier and FAX machine • Have a speakerphone for telephone conference calls with media • Have an audio tape recorder for telephone conference call documentation • Identify sources for a lectern, microphone, vendor to rent or purchase additional cell phones

15. Section 2: Emergency Checklists Facilities • Identify an alternate work area if unable to use regular offices equipped with computer, modem, printer, FAX, copier, telephones. • Identify site to hold media briefings • Ensure close-by parking areas for TV vans

16. Section 2: Emergency Checklists Materials • Current media list, both print and broadcast • Fact sheets and backgrounders • Emergency Communications Kit • Directional signs to news briefing • News media sign in sheets (25 copies) • Media inquiry forms (200 copies) • News release approval forms (50 copies) • Designate a storage area to keep Crisis Kits

17. Section 2: Emergency Checklists Nine Steps of Crisis Response The Nine Steps of Crisis Response are integrated into each of the following checklists.

18. Section 2: Emergency Checklists INITIAL PHASE Day One: The First 60 Minutes Key Activities • Organize a public relations response and issue an initial statement, within 60 minutes of event • Notify others of the emergency, and begin reading the wires, watching TV news coverage • Monitor the Internet for references about the incident • Discuss and evaluate the situation to ensure that information is neither inadequate nor excessive • Create a Web site and broadcast the address

19. Section 2: Emergency Checklists INITIAL PHASE Day One: The First 60 Minutes Notification • Notify and assemble Crisis Communications Team • Notify Emergency communications Center that will provide holding statements and telephone contact numbers concerning the media • Notify others as necessary

20. Section 2: Emergency Checklists INITIAL PHASE Day One: The First 60 Minutes Media Communications • Prepare first response statement upon inquiry • Activate holding statement for media calls • Provide periodic updates and interviews • Conduct a media briefing • Distribute media updates • Monitor news coverage

21. Section 2: Emergency Checklists INITIAL PHASE Day One: The First 60 Minutes Administrative Activities • Answer phones, complete media inquiry log sheets • FAX,send news releases to media sources • Monitor NewsEdge, Newswire, eWatch

22. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond Key Activities • Continue to ensure CCT speaking with “one voice” • Evaluate the unfolding nature of the emergency to determine next steps; conduct an initial media briefing • Conduct briefings either in person or by telephone conference call • Provide periodic updates (every 2 hours or 4 hours) • Monitor external media coverage

23. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond Media Inquiries • Respond to media calls • Write news release or statement No. 2, as warranted • Issue news release No. 2 or use updated statement in response to inquiries • Arrange as needed: interviews, conference calls • Continue monitoring news media • Modify work schedule for CCT as necessary

24. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond • Media Briefing may be in person, by television, by phone • Discuss and evaluate the need for media briefing • Identify new information and key messages • Establish a time to brief and allow media to setup • Prepare media advisory regarding initial briefing • Designate staff to prepare speaking points and messages for an opening statement; prepare brief for likely Q&A period; record telephone conference call

25. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond Administrative Activities • Order additional telephone lines and/or toll-free number • Continue media and Internet monitoring • Order additional cell phones • FAX or send news releases to news media outlets • Arrange time/place for meetings • Assemble media kits for reporters • Staff sign-in desk at briefing

26. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond Administrative Activities (continued) • Issue media advisory • Collect and maintain a file of all telephone log sheets • Start binder to collect and maintain a file of all media coverage • Order food and beverage for CCT • Advise police security of any special access or control needs

27. Section 2: Emergency Checklists INITIAL PHASE Day One: Hour 2 and Beyond Communications Coordination. Establish contact with public relations offices for other emergency participants • Communication Team members • Hospital(s) • Law enforcement • Fire/EMS • Other governmental agencies, regulators • Others who may be involved or affected

28. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 2 Key Activities • Ensure that the level of communications continues to match the level of the emergency • Evaluate media coverage to date for its impact on area of operation • Emphasize what has been done over time to try to prevent such a emergency from happening or to address such an incident, should it ever occur

29. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 2 Media Communications • Review media coverage and plan communications • Provide media updates via news releases, statement, briefing or interviews • Respond to media calls in priority order • Monitor briefings and other communications by others involved in the emergency • Contact reporters to correct inaccuracies in coverage • Develop key messages for TV/radio interviews

30. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 2 Administrative Activities • Complete media inquiry log sheets • Continue to answer and process media calls • Collect and maintain a file/binder of all media inquiry log sheets and all drafts and final versions of news releases

31. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 3 and Beyond Key Activities • Continue to update all communications with media, employees, Tower Residents • Determine the extent of the adverse impact on the B & B Tower and area of operation • Continue to gather and analyze news coverage • Provide interviews briefings as needed • Identify solutions to any potential problem • Consider long term initiatives and positive stories

32. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 3 and Beyond Media Communications • Review media coverage and plan communications • Provide media updates; respond to media calls • Monitor briefings and prepare appropriate responses • Contact reporters to correct inaccuracies in coverage • Solicit media coverage promoting B & B Tower actions • Hold terminating news briefing when situation is resolved • Prepare talking points, prepare for media questions

33. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Day 3 and Beyond Administrative • Continue to answer and process media calls, forward media inquiry log to spokespeople • Continue requests for media monitoring • Work with vendors for additional briefings • Maintain availability of food and beverage • Collect and maintain a file of all media log sheets and all drafts, and final versions of news releases • Collect and maintain files of all media coverage

34. Section 2: Emergency Checklists CRISIS MAINTENANCE PHASE Proactive Activities To Consider Key Activities • Have key officials visit victims and survivors at home or at hospitals • Consider other actions appropriate to the emergency that humanizes B & B Tower and area of operation • Provide expression of gratitude to community groups, local first responders, and others involved in response • Establish appropriate funds (emergency relief, victims) • Consider security of the incident site

35. Section 2: Emergency Checklists CRISIS RESOLUTION PHASE After the Emergency Key Activities • Document the role of the CCT during the incident • Share valuable information and insights into handling the public information requirements of the incident • Arrange for psychological counseling sessions for communications personnel

36. Section 3: Preparation “The (residents of B & B Tower) must feel empowered to take action in the event of a crisis to reduce the likelihood of victimization and fear” (CERC pg.16).

37. Section 3: Preparation The Crisis Communication Team can take the following professional development courses: 1. Community Emergency Response Team (CERT), (562) 570-LBFD, 7 week program 2. American Red Cross, Disaster Services, (562) 595-6341. 3. National Incident Management System, FEMA Independent Study, http://training.fema.gov/IS/ 4. City of Long Beach, Casey Chel, Department Emergency Coordinator/Disaster Management Bureau, Casey.Chel@longbeach.gov

38. Section 3: Preparation Building Emergency Coordinator • To help prepare our residents, Building Emergency Coordinator will meet quarterly with : • Liaison with local police and fire departments • The Natural Hazard Mitigation Committee (NHMC) • Members of Public Health Emergency Management (PHEM) To help develop steps to advance circumstances and “not become passive victims of threat” (CERC pg. 16)

39. Section 3: Preparation Building Emergency Coordinator • The Department of Health and Human Services (DHHS) is currently “training all DHHS staff as well as local hospital staff to recognize early signs and symptoms of biological agents” • DHHS “. .have frequent training exercises with Police and Fire Departments to enhance our coordination and roles in an emergency event.”(longbeach.gov/health/safety,2010) • They can share the information learned with the residents during meetings and put what they learned into practice on “safety day”

40. Section 3: Preparation Tower Residents • We are all in this together, Tower Residents are encouraged to participate in emergency response training and exercises • Exercises may consist of additional power point presentations, tabletop exercises, and drills coordinated through the B & B Tower Emergency Management Team, local law enforcement, and fire Department Exercise Coordinators

41. Section 3: Preparation This is a day when the the residents of B & B Towers will have the opportunity to learn safety and emergency response practices from local first responders

42. Section 3: Preparation Facilities A. Emergency Communications Center (ECC) • During an emergency, Conference Room A, 1st Floor, B & B Tower, shall serve as the principal ECC for preparing communications materials and responding to media inquiries. B. Media Briefing Facility – TBD • Location that can accommodate audio-visual demands, can provide parking for TV vans, can cater the briefing, presents no security or safety issues

43. Section 3: Preparation Emergency Kit Materials • Pens/pencils • Pads of paper • Clipboards • Flashlights/batteries • Media contact information • Identification tags • Maps • Personal items • City/County fact sheets • Inventory of kit items

44. Section 4: Roles & Responsibilities JIC LA County EOC 78+ City & Special Districts DOC City Long Beach DOC Police Fire Public Works B & B Tower ECC Crisis Management Team Crisis Communication Team

45. Section 4: Roles & Responsibilities • LA County Emergency Operations Center (EOC) • Supports local governments; may activate a JIC • Long Beach Department Operations Center (DOC) Supports Departments and area of operation • Emergency Communications Center (ECC) • Execute Crisis Management Plan with specific actions • Inform Crisis Management Team and Crisis Communication Team

46. Section 4: Roles & Responsibilities • Crisis Management Team • Overall supervision and direction • Chair – primary voice to B & B Tower and public • Crisis Communication Team • Communicates with stakeholders • Manages communication modes

47. Area Hospitals Long Beach Memorial Medical CenterAddress: 2801 Atlantic AvenueLong Beach, CA 90806Phone: (562) 933-2000 St Mary Medical CenterAddress: 1050 Linden AvenueLong Beach, CA 90801Phone: (310) 491-9350 Community Hospital of Long BeachAddress: 1720 Termino AvenueLong Beach, CA 90804Phone: (562) 498-1000 Long Beach Veterans Medical CenterPhone: (562) 826-8000(888) 769-8387 Section 4: Roles & Responsibilities

48. Police Fire Long Beach Police Department media relations office/ Willmore Community Police Center910 Daisy Avenue(562) 570-1146 Long Beach Fire Department Disaster Bureau, (562) 570-9250 Fire Station 3 1222 Daisy Ave Section 4: Roles & Responsibilities

49. Veterinary services Disaster impact help line – 1-800-426-9029 Section 4: Roles & Responsibilities

50. City of Long Beach, Disaster Management Bureau May take the lead and manage crisis communications that occur in Long Beach; stands by to support B & B Tower ECC Disaster Management Bureau oversees the readiness of the Emergency Operations Center, ensures compliance with City, County, State and Federal agencies B & B Tower emergency personnel will coordinate with Casey Chel to ensure the facility is in compliance Section 4: Roles & Responsibilities