Communicating with key stakeholders Effective communication with key stakeholders Drawing on the list of key stakeholders identified by participants earlier in the Exercise, individual stations were established around the room each representing one identified stakeholder group. Participants were invited to visit multiple stations and contribute to discussions about how communication could be optimised with that nominated stakeholder group. The table below summarises the discussions at each station/ stakeholder group. Their role/ expectation What we need them to do (or not do) How to reach them Resources needed and elected officials To have access to reliable, timely, regular information and support from council and agencies To be able to respond to constituent questions and requests Know their role and boundaries and respect staff expertise Only contact staff for essential issues during an emergency Assist with communication of official key messages to the community Refrain from person view on social media and abide by media policies Regular e-bulletins Briefings Phone Access to communications technology List of councillor contact details Pre-approved meeting/briefing locations/times Clear media and social media policy CEO and executive To make informed decisions regarding emergency response based on expert, reliable information To define councils role in emergency response/ recovery To allocate appropriate resources To be responsible for the safety and wellbeing of all staff and contractors Stay calm and available Empower staff and remove barriers Make decisions quickly Understand their obligations Give clear and consistent direction Recognise and reward the contributions of staff Inform the Mayor and elected members Phone and email Regular briefings (face to face or on phone) Phones, portable internet devices, backup power Pre-existing relationships with stakeholders and lead agencies Training on emergency procedures and responsibilities
To have access to information and support from council in response/recovery To resume business ASAP To be kept safe To be accountable for themselves during an event/ have a BCP To deliver essential goods and services to the community and council/ agencies Prequalified contractors – do not operate without instruction and keep council informed Know relevant regulations and law and stick to it Chambers of commerce Business networks/lists: email, call, social media Walk throughs and face to face Council eco dev staff, regional development groups Databases (own or access to others) Access to BCP training for businesses Skilled, connected business/ eco dev staff Prequalified contractor lists Procurement policy exemptions Volunteers To support the response/relief efforts of agencies and Council To have access to information and support from council To be kept safe Stay safe, and stay within their role Undertake relevant training Keep council informed of what they are doing Council volunteer supervisor (single point of contact) Existing networks (email, phone) Regular site meetings Media, social media Volunteer training Equipment, safety gear and consumables for them to use Council volunteer supervisor (single point of contact), with comms skills Media Provision of accurate, timely information to the community To receive regular, up to date information from council and agencies and responses to their questions To have access to visual/sound content Not feed speculation or be alarmist Be sensitive and responsible for messages and images Be patient and understand council’s emergency response priorities To not impede response or recovery efforts and stay safe To not seek comments from unauthorised sources Regular briefings Direct contact – databases Twitter Pre-prepared key messages and templates Designated authorised spokespeople People with media training, social media skills Access to power, phones and technology Other councils
Invite to ZEC meeting briefs Funding Recovery options Briefing to executive re: functional support group and changes in legislation Evaluation of the Exercise A of 30 feedback sheets were completed and submitted by participants at the end of the Exercise, all overwhelmingly positive about the notification, conduct, usefulness, documentation, logistics and personal satisfaction with the day. Two did note that they felt a lack of clarity about the objectives at the start of the day. The comments provided have been summarised below. Outcomes participants would like to see following the exercise: Summary report of the day and copy of presentations Further exercises, more training Executive awareness or involvement, this training provided to CEOs and Mayors Involve senior emergency services staff in exercises Advice around social media planning for emergencies (guide available through LGA) More internal consideration and respect for the importance of timely information Consistent frameworks for government under emergency management (in progress) Reliable telecommunication service Streamlined process/template to assist communications departments on how to handle emergency situations Clarity on control agency and local government responsibilities Advice on how to better work with other agencies Communications to be more involved in emergency management planning and response Consolidation of opportunities that could be centralised and developed on behalf of local government for local government Please note: Presentations from Exercise Communications are downloadable by clicking on this link. Emergency Communication Exercise, 25 November 2016