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CONTENTS 

Chapter 1: Introduction and the Incident Command System (ICS).......................... 1 

The Incident Command System (ICS)...................................................................... 1 

Chapter 2: Preparedness............................................................................................. 4 

Public Education Campaigns ................................................................................... 4 

Training ...................................................................................................................... 4 

Exercises.................................................................................................................... 5 

Media Relations ......................................................................................................... 6 

Considerations for Special Needs Populations ...................................................... 6 

Communications Equipment and Resources ......................................................... 6 

Joint Information System (JIS)/Joint Information Center (JIC) Planning ............. 7 

Contact Lists.............................................................................................................. 8 

Go Kits........................................................................................................................ 8 

Additional Public Information Support.................................................................... 8 

Emergency Management Assistance Compact (EMAC) ........................................ 9 

Chapter 3: Disaster/Emergency Response .............................................................. 10 

Roles of PIOs in Emergency Response................................................................. 10 

Informing the Public and Additional Audiences ................................................... 11 

Planning Considerations ........................................................................................ 13 

Chapter 4: Joint Information System (JIS) and Joint Information Center (JIC) .... 14 

Joint Information System (JIS)............................................................................... 14 

Joint Information Center (JIC) ................................................................................ 14 

Common Roles and Functions............................................................................... 16 

Demobilizing the Joint Information Center (JIC) .................................................. 20 

Chapter 5: Recovery .................................................................................................. 21 

Recovery .................................................................................................................. 21 

Recovery Evaluation ............................................................................................... 21 

Chapter 6: Integrating with Federal Support ........................................................... 23 

Communications Protocols .................................................................................... 24 

National Incident Communications Conference Line (NICCL) ............................ 24 

State Incident Communications Conference Line (SICCL).................................. 25 

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LIST OF TABLES 

Table 1—PIO Major Responsibilities Checklist ........................................................ 10 

Table 2—Types of Joint Information Centers (JICs) ................................................ 16 

LIST OF FIGURES 

Figure 1—ICS Organizational Chart............................................................................. 3 

Figure 2—Sample Joint Information Center (JIC) Organizations and Functions .. 18 

Figure 3—Federal ESF #15 Organizations and Functions – Field Level ................ 24 

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Chapter 1: Introduction and the Incident Command System (ICS) 

This guidance was developed in coordination with Federal, State, tribal, and local Public 

Information Officers (PIOs). The goal of this publication is to provide operational 

practices for performing PIO duties within the Incident Command System (ICS). It 

offers basic procedures to operate an effective Joint Information System (JIS). 

During an incident or planned event, coordinated and timely communication is critical to 

effectively help the community. Effective and accurate communication can save lives 

and property, and helps ensure credibility and public trust. 

This Basic Guidance for Public Information Officers provides fundamental guidance for 

any person or group delegated PIO responsibilities when informing the public is 

necessary. 

The guidance also addresses actions for preparedness, incident response, Joint 

Information Centers (JICs), incident recovery, and Federal public information support. 

The guidance material is adaptable to individual jurisdictions and specific incident 

conditions. 

The guidance outlined in this document is based on the Homeland Security Presidential 

Directive (HSPD) -5, the National Incident Management System (NIMS), and the 

National Response Framework (NRF). All of these elements are integrated with and 

supported through the Federal Emergency Support Function (ESF) #15 structure (see 

chapter 6). 

THE INCIDENT COMMAND SYSTEM (ICS) 

The ICS is a widely applicable management system designed to enable effective and 

efficient incident management by integrating facilities, equipment, personnel, 

procedures, and communications operating within a common organizational structure. 

The Incident Commanders (ICs) structural organization builds from the top down; 

responsibility and performance begin with the ICS element and the IC. The IC(s) is/are 

responsible for the overall management of the incident. On most incidents, the 

command activity is carried out by a single IC. The need for a Unified Command (UC) 

occurs when an incident affects the statutory responsibility of more than one agency or 

jurisdiction. It provides guidelines to enable agencies with different legal, geographic, 

and functional responsibilities to coordinate, plan, and interact effectively. 

Command encompasses the IC and the Command Staff. Command Staff positions 

may be established to assign/delegate responsibility for command activities that the IC 

cannot perform due to the complexity of the incident or other situational demands. 

These positions may include the Public Information Officer, Safety Officer, and Liaison 

Officer, in addition to others as required and assigned by the IC. 

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The PIO is responsible for communicating with the public, media, and/or coordinating 

with other agencies, as necessary, with incident related information requirements. The 

PIO is responsible for developing and releasing information about the incident to the 

news media, incident personnel, and other appropriate agencies and organizations. 

Depending on the size or complexity of the incident, a lead PIO should be assigned for 

each incident and may have assistants, as necessary, including supporting PIOs 

representing other responding agencies or jurisdictions. 

The Safety Officer monitors incident operations and advises the IC/UC on all matters 

relating to operational safety, including the health and safety of emergency responder 

personnel. 

The Liaison Officer is the IC/UC point of contact for representatives of other 

governmental agencies, non-governmental organizations (NGOs), 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. 

The ICS has five major management functions: Command, Operations, Planning, 

Logistics, and Finance/Administration. This structure is modular and can extend to 

incorporate all elements necessary for the type, size, scope, and complexity of a given 

incident (figure 1). 

The IC/UC normally assigns one or more Section Chiefs to manage the following ICS 

functional areas (the Section Chiefs are the General Staff): 

• Operations Section 

The Operations Section is responsible for managing on-scene tactical operations 

to meet the incident objectives as established by the IC or UC. 

• Planning Section 

The Planning Section collects, evaluates, and disseminates incident situational 

information to the IC/UC and incident management personnel. 

• Logistics Section 

The Logistics Section meets all service and support needs for the incident, 

including ordering resources through appropriate procurement authorities from 

off-incident locations. 

• Finance/Administration Section 

The Finance/Administration Section is responsible for all administrative and 

financial considerations surrounding an incident, including financial 

reimbursement to individuals, agencies, and departments. 

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Figure 1—ICS Organizational Chart 

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Chapter 2: Preparedness 

Preparedness is essential for an effective response to an incident or planned event. 

Public information efforts should begin well in advance of an incident or planned event 

and may involve a combination of planning, resource gathering, organizing, and training 

and exercises. Public information planning allows for lifesaving measures such as 

evacuation routes, alert systems, and other public safety information, to be coordinated 

and communicated to diverse audiences in a timely, consistent manner. Public 

education contributes to preparing citizens to respond to a variety of hazards. 

Public information preparedness includes developing and maintaining plans and 

procedures, checklists, contact lists, and public information materials. Below are some 

factors a PIO should consider when developing or planning prior to an incident or 

planned event. 

PUBLIC EDUCATION CAMPAIGNS 

Public education is the process of making the public aware of risks and how they can 

prepare for all hazards in advance. 

Prior to an incident, the PIO should conduct activities to educate the public about local 

hazards, prevention, family preparedness, and response-level activities. It is important 

to develop plans and resource materials that are appropriate for a target audience such 

as children, special needs populations, pet owners, local governments, or entire 

communities. 

Public education may be accomplished through events (safety fairs) or products such as 

media releases or packets and the distribution of brochures. 

Examples of public education campaigns include: 

• hurricane preparedness; 

• personal preparedness and developing family or business emergency plans; 

• hazardous materials awareness; 

• tornado and severe weather awareness; and 

• special needs population awareness. 

TRAINING 

PIOs should participate in ongoing training related to emergency management. This 

should include basic public information, ICS courses, and courses on writing media 

releases, conducting media interviews, and understanding the role of a JIC. Below are 

some of the required and recommended courses available. Additionally, public 

information courses are available that support NIMS through various other agencies and 

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associations such as the Centers for Disease Control and Prevention (CDC) and the 

Chemical Stockpile Emergency Preparedness Program (CSEPP). 

Required training for the Command and General Staff: 

• Introduction to the Incident Command System (ICS-100) 

http://training.fema.gov/EMIWeb/IS/is100.asp 

• ICS for Single Resources and Initial Action Incidents (ICS-200) 

http://training.fema.gov/EMIWeb/IS/is200.asp 

• Intermediate Incident Command System (ICS-300) 

http://www.fema.gov/about/contact/statedr.shtm 

• National Incident Management System (NIMS), An Introduction (IS-700) 

http://training.fema.gov/EMIWeb/IS/is700.asp 

Recommended courses: 

• Basic Public Information Officers Course (G-290) 

http://training.fema.gov/EMIWeb/EMICourses/E388.asp and 

http://www.fema.gov/about/contact/statedr.shtm 

• Advanced Public Information Officer (E-388) 

http://training.fema.gov/EMIWeb/EMICourses/E388.asp 

• Advanced Incident Command System (ICS-400) 

http://www.fema.gov/about/contact/statedr.shtm 

• National Incident Management Systems (NIMS), Public Information Systems (IS702) 

http://training.fema.gov/EMIWeb/IS/is702.asp 

• National Response Plan (NRP), An Introduction (IS-800) 

http://training.fema.gov/EMIWeb/IS/is800a.asp 

EXERCISES 

Exercises provide opportunities to practice and test public information capabilities and 

to improve and maintain proficiency in a controlled environment. Exercises assess and 

validate policies, plans, and procedures, and clarify and familiarize personnel with roles 

and responsibilities. Exercises improve interagency coordination and communication, 

highlight gaps, and identify opportunities for improvement. 

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A PIO should be involved in all phases of exercises: 

• planning; 

• development; 

• participation; and 

• evaluation. 

It is also recommended to involve local media in drills and exercises, and encourage 

them to role play during those drills and exercises in addition to covering the incident. 

MEDIA RELATIONS 

Working relationships with media will help during an incident. Establish a media contact 

list with after-business hours contact information. Keep media aware of all 

preparedness/awareness campaigns. Invite local media to the Emergency Operations 

Center (EOC), JIC, or other areas prior to any incident or planned event to show them 

the location and to answer questions about how information will be disseminated during 

an incident or planned event. 

Positive media relationships built during normal day-to-day activities will be valuable 

during emergency situations. Do not wait until an incident to make first introductions to 

the media. 

CONSIDERATIONS FOR SPECIAL NEEDS POPULATIONS 

PIOs should be able to gather, verify, prepare, coordinate, and disseminate information 

to all audiences, including those with disabilities, special needs, or language 

requirements. It is important to have materials translated into common non-English 

area languages and to utilize other formats such as Braille, large print, audio, etc. 

Contacts should be established to translate emergency information. 

Know the local media; there may be specialized newspapers or radio stations in the 

community that reach specific audiences. These audiences may need to be targeted 

during awareness/preparedness campaigns. 

COMMUNICATIONS EQUIPMENT AND RESOURCES 

During an incident, communication is critical to effectively help the community through 

the incident. Methods of communicating with the public may include the use of the 

Emergency Alert System (EAS), Web sites, hotlines, amateur radio, and other alerting 

messaging systems. 

PIOs should have direct involvement in public warnings and instructions for personal 

safety. In major emergencies or disasters, the PIO should work closely with the warning 

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or communications staff in issuing lifesaving or emergency information on the EAS or 

other means of alerting the public. 

Web sites are an important tool in disseminating emergency and preparedness 

information. Additionally, Web sites can also be a vehicle for the media and public to 

submit inquiries during an incident, providing PIOs with useful information and 

feedback. If the agency does not have a Web site, working with local jurisdictions in 

order to use their Web sites for posting emergency information is recommended. 

Emergency and preparedness information may include: 

• press releases; 

• situation reports; 

• maps; and 

• other emergency information. 

Web logs or blogs are also important. Blogs are periodically updated journals, providing 

online commentary with minimal or no external editing. Media institutions have adopted 

this format, with many television networks, newspapers, and opinion journals now 

hosting blogs on their Web sites. PIOs should be aware that blogs are a part of social 

media reporting virtually 24/7 throughout their area of responsibility. 

JOINT INFORMATION SYSTEM (JIS)/JOINT INFORMATION CENTER (JIC) PLANNING 

The JIS integrates incident information and public affairs into a cohesive organization 

designed to provide consistent, coordinated, accurate, accessible, timely, and complete 

information during crisis or incident operations. The mission of the JIS is to provide a 

structure and system for developing and delivering coordinated interagency messages; 

developing, recommending, and executing public information plans and strategies on 

behalf of the IC; advising the IC concerning public affairs issues that could affect a 

response effort; and controlling rumors and inaccurate information that could undermine 

public confidence in the incident response effort. 

The JIC is a central location that facilitates operation of the JIS. It is a location where 

personnel with public information responsibilities perform critical emergency information 

functions and crisis communications. If possible, it is advised to have location(s) 

identified that could be used as a JIC before an incident occurs; ideally, in close 

proximity to the EOC. It is important that these locations meet the working needs of the 

PIO function and allow easy access for the media. Once a JIC has been identified, it is 

recommended to have appropriate equipment and other resources available and 

operational. The PIO should develop standard operating procedures on the actual use 

of the JIC and the equipment and staff that may be needed. 

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CONTACT LISTS 

Review and update all contact lists (e.g., media, PIO, and other agencies) every six 

months. Include basic information such as telephone numbers (e.g., office, home, cell), 

fax numbers, e-mail addresses, and Web sites. 

GO KITS 

It is important for the PIO to have tools and resources available for utilization during an 

incident. Although this is not a complete list, a Go Kit might include: 

• office supplies such as pens, paper, stapler, tape, etc.; 

• laptop computer and portable printer with an alternate power source(s), including 

accessories (e.g., memory stick, CDs, mouse, etc.); 

• maps; 

• television, radio, and/or broadcast recording equipment; 

• cell phones/Personal Data Assistants (PDAs); 

• fax machine; 

• agency letterhead; 

• PIO and other emergency operations plans; 

• camera; 

• contact lists; 

• battery powered radio; and 

• pre-scripted messages and template releases. 

Prior to an incident or planned event, establish agreements with businesses or agencies 

that can assist with the operations. Examples would be contracts with: translation 

services; printing companies (in order to publish brochures, fact sheets, or other 

emergency documents); and telephone companies to install hard-line telephones. 

ADDITIONAL PUBLIC INFORMATION SUPPORT 

Whether the public information program consists of one person or several, it is 

important to develop a core group of other PIOs who can assist in the incident or 

planned event. These PIOs may be from other agencies or volunteers who have been 

trained in public information. These PIOs work at the JIC or EOC performing a variety 

of public information functions. Establish these relationships prior to any incident or 

planned event by providing EOC and JIC training, as well as other PIO training. 

Communicate with these PIOs on a regular basis and keep their contact information 

current. 

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EMERGENCY MANAGEMENT ASSISTANCE COMPACT (EMAC) 

Another resource for PIO support is the Emergency Management Assistance Compact 

(EMAC). This national program that facilitates interstate mutual aid agreements could 

be used to provide additional public information support. For more information on 

EMAC, contact the State emergency management office or visit: www.emacweb.org. 

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Chapter 3: Disaster/Emergency Response 

ROLES OF PIOS IN EMERGENCY RESPONSE 

The PIO gathers, verifies, coordinates, and disseminates accurate, accessible, and 

timely information on the incident’s cause, size, and current situation; resources 

committed; and other matters of general interest for both internal and external use. All 

information in the field must be cleared by the IC prior to release. The following table 

(table 1) is a sample checklist of responsibilities for the PIO in an ICS structure, which 

would generally apply on any incident: 

Table 1—PIO Major Responsibilities Checklist 

Complete PIO Major Responsibilities 

 Determine from the IC if there are any limits on information 

release. 

 Develop material for use in media briefings. 

 Obtain IC approval of media releases. 

 Inform the media and conduct media briefings. 

 Arrange for tours and other interviews or briefings, as 

required. 



Evaluate the need for and, as appropriate, establish and 

operate a JIS. 

 Establish a JIC, as necessary, to coordinate and disseminate 

accurate and timely incident-related information. 

 Maintain current information summaries and/or displays on 

the incident. 

 Provide information on the status of the incident to assigned 

personnel. 

 Maintain an Activity Log (ICS 214). 

 Manage media and public inquiries. 

 Coordinate emergency public information and warnings. 

 Monitor media reporting for accuracy. 

 Ensure that all required agency forms, reports, and 

documents are completed prior to demobilization. 

 Have debriefing session with the IC prior to demobilization. 

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INFORMING THE PUBLIC AND ADDITIONAL AUDIENCES 

Informing the public and additional audiences during an incident is an ongoing cycle that 

involves four steps: 

Step 1: Gather Information 

Information is collected from the ICS Command and General Staff, which are a 

source of ongoing, official information on the response effort and other sources 

such as: 

• response agencies; 

• media; 

• calls from public and elected officials; 

• technical specialists; 

• other agencies such as utilities and the National Weather Service; and 

• emergency response guidebooks. 

Step 2: Verify Information 

Verify the accuracy of the information collected by consulting with: 

• EOC sources and technical specialists; 

• ensuring that information is consistent and accurate, striving toward 

accessibility to all affected by the incident; and 

• other PIOs: Compare notes, especially with the lead PIO and PIOs who 

are liaisons to the various assistance programs or response/recovery 

partners, to verify the accuracy of information. 

Step 3: Coordination of Information (Internal) 

Coordination includes, but is not limited to: 

• coordinating between ICS Command and General Staff; 

• coordinating between EOC participants; and 

• obtaining approval from appropriate authorities before information is 

disseminated. 

Messaging 

Initial information should include: 

• actions the public should take; 

• impact of the incident; 

• actions the response agencies are taking; 

• actions businesses and industries should take; 

• a summary of the incident; and 

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• overall steps to be taken by the government and by citizens to return to 

normal after the incident. 

Information Sharing 

In addition to the public and media, information needs to be shared with the 

Command Staff; response community; other Federal, State, tribal, local, and 

volunteer agencies; elected and appointed officials, other community leaders; 

and other PIOs. Sharing information regarding response and recovery 

actions and objectives is critical to building situational awareness for a JIS. 

Step 4: Dissemination of Information (External) 

Information should be disseminated to: 

• disaster victims; 

• outside general public; 

• affected jurisdictions; 

• community leaders; 

• private sector; 

• media; 

• nongovernmental organizations (NGOs) (e.g., American Red Cross); 

• response and recovery organizations (e.g., urban search and rescue, 

utilities); 

• volunteer groups (e.g., Community Emergency Response Team – CERT, 

Voluntary Organizations Active in Disasters – VOAD); and 

• other impacted groups. 

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Methods of Dissemination 

Dissemination may be done through multiple media outlets or alternatives, 

including: 

• news releases; 

• blogs; 

• mass e-mails and faxes; 

• text messages; 

• Web site posting; 

• EAS; 

• Public Service Announcements; 

• closed circuit cable; 

• reverse 911; 

• reader boards; 

• loud speakers; 

• door-to-door; 

• fliers/factsheets; 

• briefings; and 

• community meetings. 

Monitoring the Media 

Verify that the public and officials are getting accurate and complete 

information through the media in a timely manner. Inaccuracies and rumors 

that affect health and safety should be addressed immediately with the media 

and correct information distributed through the media or other means. 

PLANNING CONSIDERATIONS 

The following are factors to consider in the planning of PIO operations: 

• field operations (e.g., EOC, JIC); 

• communications tools (e.g., cell phone, PDAs, radio); 

• tasking (e.g., gathering resources such as media contacts; preparing for media 

conferences; creating media packets, fact sheets, background information); 

• duration of operations (e.g., lodging, food, 24/7 operations); 

• resource management for various locations; 

• documentation (e.g., logs, time cards, media interviews); 

• logistics (e.g., equipment location, supplies, power, parking, credentials); and 

• evaluate staffing needs for each operational period. 

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Chapter 4: Joint Information System (JIS) and Joint Information 

Center (JIC) 

JOINT INFORMATION SYSTEM (JIS) 

The JIS provides the mechanism to organize, integrate, and coordinate information to 

ensure timely, accurate, accessible, and consistent messaging across multiple 

jurisdictions and/or disciplines, including the private sector and NGOs. It includes the 

plans, protocols, procedures, and structures used to provide information to: 

• general public; 

• disaster victims; 

• affected jurisdictions; 

• elected officials; 

• community leaders; 

• private sector; 

• media; 

• NGOs (e.g., American Red Cross); 

• response and recovery organizations (e.g., urban search and rescue, utilities); 

• volunteer groups (e.g., CERT, VOAD); 

• international interests (e.g., international media and donations); and 

• other impacted groups. 

Federal, State, tribal, local, and voluntary agencies, private sector PIOs, and 

established JICs are critical supporting elements of the JIS. Key elements include the 

following: 

• gathering, verifying, coordinating, and disseminating consistent messages; 

• interagency coordination and integration; 

• support for decision-makers; and 

• flexibility, modularity, and adaptability. 

Agencies issue their own releases related to their policies, procedures, programs, and 

capabilities; however, messages need to be coordinated utilizing the JIS to ensure 

message consistency. 

JOINT INFORMATION CENTER (JIC) 

To ensure coordination of public information during incidents that involve multiple 

agencies and/or jurisdictions, the IC/UC may use a JIC to support the gathering, 

verification, coordination, and dissemination of accurate, accessible, and timely 

information. The JIC is a central location that facilitates operation of the JIS. In the 

early stages of response to an incident, the PIO shall consult with the IC/UC regarding 

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the opening of a JIC. The IC/UC shall retain authority to order the opening of a JIC, 

although the lead PIO may recommend when it is appropriate. 

JICs are established: 

• at the direction of the IC/UC at various levels of government; 

• at pre-determined or incident-specific sites; and 

• as components of Federal, State, tribal, or local Multiagency Coordination 

Systems (MACS). 

JICs may be staffed: 

• by representatives from all agencies and jurisdictions involved in the response 

and recovery operation; and 

• through intrastate and interstate mutual aid agreements such as EMAC. EMAC 

could be a supplemental source or vehicle for bringing trained personnel together 

to support a JIC. 

The JIC should be located close to the best sources of information, such as an EOC, 

without compromising safety or security of the personnel staffing the facility. A single 

JIC location is preferable, but the system is flexible and adaptable enough to 

accommodate virtual or multiple JIC locations, as required. The following table (table 2) 

provides a description of different types of JICs: 

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Table 2—Types of Joint Information Centers (JICs) 

Incident Typically, an incident specific JIC is established at a single, on scene 

location in coordination with Federal, State, tribal, and local agencies or 

at the national level, if the situation warrants. It provides easy media 

access, which is paramount to success. This is a typical JIC. 

Virtual A virtual JIC is established when a physical co-location is not feasible. It 

connects PIOs through e-mail, cell/land-line phones, faxes, video 

teleconferencing, web-based information systems, etc. For a pandemic 

incident where PIOs at different locations communicate and coordinate 

public information electronically, it may be appropriate to establish a 

virtual JIC. 

Satellite A satellite JIC is smaller in scale than other JICs. It is established 

primarily to support the incident JIC and to operate under their direction. 

These are subordinate JICs, which are typically located closer to the 

scene. 

Area An area JIC supports multiple-incident ICS structures that are spread 

over a wide geographic area. It is typically located near the largest media 

market and can be established on a local, State, or multi-state basis. 

Multiple States experiencing storm damage may participate in an area 

JIC. 

Support A support JIC is established to supplement the efforts of several Incident 

JICs in multiple States. It offers additional staff and resources outside of 

the disaster area. 

National A national JIC is established when an incident requires Federal 

coordination and is expected to be of long duration (weeks or months) or 

when the incident affects a large area of the country. A national JIC is 

staffed by numerous Federal departments and/or agencies. 

COMMON ROLES AND FUNCTIONS 

The following roles and functions are common components of a JIC. 

Lead PIO: 

• responsible for managing the JIC; 

• serves as advisor to IC/UC; 

• provides overall communication policy direction; 

• recommends and develops strategy for messages, briefings, and news releases; 

• obtains approval from those in authority before releases are made; and 

• conducts JIS/JIC briefings (live or virtual) to update staff regarding Incident 

Command activities. 

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Information Gathering: 

• Response Partners – Coordination with supporting response agencies and their 

PIOs at EOCs, incident command posts, and other locations to gather 

information on the incident. 

• Media Monitoring Analysis/Rapid Response – Entails reviewing media reports for 

accuracy, content, and possible response. 

• Research and Writing: 

o Products – Writing materials such as media releases, fact sheets, flyers, 

etc. 

o Graphics Support – Entails designing layouts, developing PowerPoint 

presentations, and creating graphics for a range of materials (e.g., 

newsletters, flyers, etc.). 

• Audio-Visual: 

o Broadcast Operations – Entails developing video documentation, special 

productions, remote live interview feeds, and logistical support of public 

meetings and presentations. 

o Photo Video – Entails providing still photography documentation to 

support print and internet media needs, and video documentation to 

support broadcast media needs. Also includes collecting materials for 

agency archives. 

Information Dissemination: 

• Briefing/Special Events – Entails handling events such as news conferences, 

media briefings, VIP visits, and tours for senior officials of affected areas. 

• Media Relations: 

o News Desk – Serves as the primary point of contact for the media. 

o Spokesperson – Prepares and conducts regular news briefings and 

conferences. 

• Web Support – Entails creating and maintaining web pages and blogs containing 

information about the incident for use by the public and the media. 

• Public Inquiries – Entails responding to questions from citizens, making referrals, 

and developing a log of telephone calls, e-mails, etc., containing names, 

addresses, the type of calls, and any necessary follow up actions. 

Operations Support: 

• Special Needs/Multilingual – Entails providing language translation and other 

services to ensure appropriate and timely information reaches those in the 

affected areas with special needs. 

• Facility Support – Coordinates with the JIC Facility Liaison to maintain and 

support the JIC operations concerning the facility and resources. 

Liaison: 

Provides a coordinated two-way communication link with key program areas and other 

entities involved in the response and recovery operation (e.g., elected officials, 

community leaders, VIPs, and other governmental and NGO support agencies). 

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The following diagrams (figure 2) are examples of what JIC organizations look like at 

various stages of an escalating incident. They are scalable and flexible; certain 

functions may not be needed for every type of incident or planned event. Each box 

represents a function to be performed. One person may do many functions, or one 

function may be staffed by many people, depending upon the scope of the incident. 

Figure 2—Sample Joint Information Center (JIC) Organizations and Functions 

Initial Response or Local Incidents 

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Escalating Incidents 

Large-Scale Incidents 

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DEMOBILIZING THE JOINT INFORMATION CENTER (JIC) 

When operational activities begin to decline, public information functions will be 

transferred back to responsible jurisdictions and agencies. The decision to transition 

will be made by the IC/UC in consultation with the lead PIO and other Section Chiefs. 

Below are the major steps the PIO would take in deactivating a JIC: 

• prepare a comprehensive deactivation news release for lead-agency 

headquarters approval and distribution; 

• notify community, media, agency communications managers and local officials 

about closing and provide regional contact information; 

• provide casebooks to communication managers whose organizations will 

assume responsibility for ongoing information; 

• complete an after-action report and participate in evaluation discussions; 

• return borrowed equipment and supplies; 

• inventory equipment and supplies; and 

• replenish “Go Kits” as necessary. 

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Chapter 5: Recovery 

RECOVERY 

The responsive dissemination of public information plays a critical role in the recovery 

process, and it begins the moment a crisis occurs. Regular communication about 

recovery efforts, even though response efforts may not be over, reassures the public 

that government agencies are working together to resolve the situation and to bring 

assistance to those who need it. 

Communications among PIOs and the impacted audience should occur as often as 

necessary and continue until recovery is complete. This coordination may be 

accomplished through the JIC (which may still be active during the recovery phase). 

This information should be updated regularly and may include the following: 

• actions the public should take; 

• a summary of the incident or planned event; 

• the impact of the incident or planned event; 

• actions the response agencies are taking; 

• actions the public, businesses, and industries may take to gain access to 

recovery programs and information on how these programs work; 

• information on how to repair or restore damaged property; 

• debris removal information; 

• overall steps to be taken by the government and citizens to return to normal; and 

• any other crisis-specific recovery information. 

PIOs should: 

• emphasize, as soon as appropriate, when the danger has passed or the situation 

has transitioned from response to recovery; 

• be prepared to direct questions concerning volunteers and financial contributions 

to the appropriate organizations; 

• inform local businesses about special programs designed to assist them through 

the news media, appropriate business channels, and community outreach efforts; 

• communicate information on service animals, pets, and livestock; and 

• coordinate with their PIO counterparts at appropriate agencies concerning 

environmental, ecological, and agricultural impacts. 

RECOVERY EVALUATION 

To help determine the effectiveness of recovery communication during an incident or 

planned event, PIOs should closely monitor media reports and assess public inquiries to 

determine if information is received and understood by its intended audiences. 

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Following an incident or planned event, PIOs should create a comprehensive report of 

media coverage, media inquiries, and public inquiries to determine the effectiveness of 

the recovery communications efforts. This report, or conclusions of the report, can be 

forwarded to the ICS planning section for inclusion in the After Action Report (AAR). 

The PIO should also participate in AAR reviews. 

Typically, AARs contain the following components: 

• Executive Summary; 

• Incident Overview; 

• Analysis of Capabilities; 

• Major Strengths; 

• Areas of Improvement; and 

• Lessons Learned. 

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Chapter 6: Integrating with Federal Support 

Federal support in an incident will operate under the standard operating procedures of 

Emergency Support Function (ESF) #15. Under the title of External Affairs, ESF #15 

integrates and coordinates the functional areas of public affairs, community relations, 

State, tribal, local, and territorial affairs, the private sector, and congressional affairs. 

ESF #15 is led primarily by staff from the U.S. Department of Homeland Security 

(DHS)/Federal Emergency Management Agency (FEMA), but may also be led by 

personnel from other Federal agencies during specific response scenarios. 

During an incident or planned event that requires a coordinated Federal response, 

DHS/FEMA will contact the affected State, tribal, or local jurisdictions to identify their 

public information needs. Based on this information, DHS/FEMA and ESF #15 will 

support State, tribal, and local communications plans with staff and other resources, 

which may include: 

• satellite trucks; 

• communications equipment; 

• items for a media center such as TVs, computers, podiums, microphones, etc.; 

and 

• personnel. 

DHS/FEMA encourages Federal, State, tribal, and local entities to work in partnership to 

ensure effective and efficient emergency information is produced and disseminated. 

The Department encourages co-locating with the incident JIC, as it facilitates 

coordination, cooperation, and unified messaging between the Federal government’s 

ESF #15 functions and their counterparts with State, tribal, and local agencies. 

The following diagram shows the ESF #15 organizations and functions at the field level 

(figure 3). Each of the six divisions that make up ESF #15 are represented by their own 

organizational chart; the structure for the JIC and Planning and Products sections are 

shown, but they are all a part of one large organizational chart that makes up ESF #15. 

Each division resides in the Joint Field Office (JFO), but the JIC could co-locate with a 

State-operated JIC if it is not part of the JFO. 

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Figure 3—Federal ESF #15 Organizations and Functions – Field Level 

COMMUNICATIONS PROTOCOLS 

Pre-identified incident communications protocols are established and ready for use 

during large scale incidents and incidents requiring a coordinated Federal response. 

Two primary tools are described below. 

NATIONAL INCIDENT COMMUNICATIONS CONFERENCE LINE (NICCL) 

The NICCL was created to be a single source of coordination for DHS with all other 

Federal agencies. It can work as a call-in conference or as an open line that can be 

monitored 24 hours a day for the exchange of information and updates. It is primarily 

for Federal-to-Federal information sharing but can also include communicators from the 

primarily impacted State and local community. Specifically, the NICCL: 

• is used for transmission and exchange of information primarily targeted to 

support senior State and local officials; 

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• originates with DHS Public Affairs and is an executive call to discuss happening 

events and their agencies’ roles, activities, and response; and 

• is typically conducted twice daily, but it could be staffed 24 hours a day and used 

as an open line for information dissemination if required by an incident. 

STATE INCIDENT COMMUNICATIONS CONFERENCE LINE (SICCL) 

The SICCL was created primarily to bring States together to share information and 

discuss issues that have an effect on all of them following an incident. This line is 

typically used during a multiple State disaster such as a hurricane where impacted 

States may request support from other States. The SICCL is not a 24/7 line. Instead, it 

is a scheduled conference call, which would be set up as needed to address issues. In 

summary, the SICCL is: 

• used for the transmission and exchange of information primarily targeted to State 

and local communicators; and 

• typically activated with a multiple State incident, and there is need for cross 

border coordination. 

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