HernandezCrisis Communication.docx

7/30/2019 HernandezCrisis Communication.docx

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Hoo Haven Wildlife Rehabilitation & Education Center

10823 Cleveland Road

815-629-2212

hoohaven.org

CRISIS COMMUNICATION PLAN

Prepared By:

Eric Hernandez

Public Relation Specialist

773-427-2183

[email protected]


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I. Purpose

Crisis situations can occur at any time and cause a great deal of stress and bad

press for organizations. Ourinstitutions credibility depends on being prepared,

practicing how a crisis will be handled and following up.

The purpose of this plan is to thoroughly go over the steps that will be taken in the

event a crisis occurs. The objective is to minimize the impact it will have on our

organizations image and survival.

II. Scope

This policy is to be used for any location used by Hoo Haven. The director will

determine the necessary actions that need to be taken when the organization travels

to different locations.

III. What is a crisis?

A crisis is an emotionally stressful event, traumatic change, or a simple emergency

that has been amplified. For each of these situations, there must be an explanatory

plan to limit the effect it has on our organization.

Possible Crisis Situations Impacting Hoo Haven:

A wild animal that is taken into the facility instinctively attacks a volunteer or

visitor.


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Hoo Haven runs out of food and supplies for the animals.

Because of the Bald and Golden Eagle Protection Act (16 U.S.C 668-668d),

Hoo Haven must report the death of a

bald or golden eagle and send the body

to the U.S. Fish and Wildlife Service. Hoo must also collect every loose eagle

wing they find and send it to the U.S. Fish and Wildlife Service. If Hoo doesnt

adhere to this act, their license may be revoked.

Natural disaster

Power outage or failure

An animal gets out of hand at one of the educational programs and attacks

audience members.

Lawsuits

IV. Release of information

A. General guidelines

It is critical that Hoo Haven gives an honest, accurate and detailed response in a

crisis situation. The organization, however, must keep in mind internal privacy and

legalities.

The Crisis Communication team, consisting of the program director and the co-founder,

will be in charge of releasing any information concerning a crisis situation. The

organization director or whomever she chooses is entitled to be the voice of the

organization in the event of a crisis situation.

The organization director will contact members of Hoo Haven in the beginning stages

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D. What should/should not be released

Information that is not factual should never be

released. Hoo Haven will not release information about the following:

Number of injuries or deaths

Damages of buildings or contents in it

Who or what caused the crisis

Estimate of damages in dollar amount

Any effect the crisis will have on Hoo Havens publics

Time it will take for the organization to run again

Events that were cancelled due to the crisis

Updated events as they happen

Once proved as a fact, Hoo Haven will give information about the following:

The cause of the crisis

What actions will be done to get through the crisis

What was damaged

Background information

Updates of the crisis as they happen

V. Crisis communication procedures

1. The crisis communication team will collect the facts and will decide what actions

need to be taken. A press release for the media will be the first priority.

2. The crisis communication team will decide who will talk to the media.



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3. The program director will compose a list of bullet points to summarize the crisis

situation and answer possible media

questions. Internal publics will receive the

message via phone calls, the organization website or email. External publics will

receive the message through press releases.

4. A media communications center may be set up at a given location at the time of

the situation. The media will be directed to this area to receive the latest

information.

5. The organization director will communicate with the media and will set up press

conferences, if needed.

6. Mental health seminars, grief counseling and health services will be provided to

those who need assistance at the time of the crisis. The crisis communication

team will find the services and will notify those who are in need of aid.


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Documents

HernandezCrisis Communication.docx