Developing Risk Communication
Plans for Drinking Water
Contamination Incidents
Office of Water (4608-T) EPA 817-F-13-003 April 2013
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Risk Communication Plan Guidance
Disclaimer
Note to readers: The U.S. Environmental Protection Agency (EPA) prepared this guidance to
help enhance crisis communication planning related to the security of water systems. This
document does not impose legally binding requirements on EPA, states, Tribes, or the regulated
community, and it may or may not apply to a particular situation, depending on the
circumstances. EPA, state decision-makers, and drinking water utilities retain the discretion to
adopt approaches that may differ from this guidance. Any decisions regarding a particular
community water system should be made based on applicable statutes and regulations.
Therefore, interested parties are free to raise questions and objections about the appropriateness
of the application of this guidance to a particular situation, and EPA will consider whether the
recommendations or interpretations in the guidance are appropriate in that situation based on the
law and regulations. EPA may change this guidance in the future. To determine whether EPA
has revised this guidance or to obtain additional copies, contact the Safe Drinking Water Hotline
at 1-800-426-4791 or visit the EPA's Water Security website at www.epa.gov/watersecurity.
Any references to individual entities, products or services are for informational purposes only.
No endorsement by EPA is intended or implied.
Questions concerning this document should be addressed to:
Jeffrey Pencil
U.S. EPA Water Security Division
1200 Pennsylvania Avenue, NW
Mail Code 4601M
Washington, DC 20460
(202)564-0818
Fencil.Jeffrey@epa.gov
or
Brian Pickard
U.S. EPA Water Security Division
1200 Pennsylvania Avenue, NW
Mail Code 4601M
Washington, DC 20460
(202) 564-0827
Pickard.Brian@epa.gov
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Risk Communication Plan Guidance
TABLE OF CONTENTS
SECTION 1.0: INTRODUCTION 1
1.1 WHAT Is THE PURPOSE OF THIS DOCUMENT? 1
1.2 WHAT is AN RCP FOR DRINKING WATER CONTAMINATION INCIDENTS? 1
1.3 WHY SHOULD A DRINKING WATER UTILITY DEVELOP AN RCP TO RESPOND TO DRINKING
WATER CONTAMINATION INCIDENTS? 1
1.4 How DOES THE RCP RELATE TO OTHER UTILITY EMERGENCY PLANNING DOCUMENTS? . 1
1.5 WHO SHOULD USE THIS DOCUMENT? 2
1.6 How Do I USE THIS DOCUMENT? 2
SECTION 2.0: RISK COMMUNICATION PLAN OVERVIEW 3
2.1 OVERVIEW OF CONSEQUENCE MANAGEMENT AND RISK COMMUNICATION 3
2.1.1 Roles and Responsibilities 3
2.1.2 Public Information Actions 3
2.1.3 Communication Templates 4
2.2 APPLICATION OF NIMS AND 1CS WITHIN THE RCP 5
2.3 PUBLIC OUTREACH AND NOTIFICATION 6
2.3.1 Public Outreach 6
2.3.2 Public Notification Requirements and Guidelines 7
SECTION 3.0: CONSTRUCTING THE RISK COMMUNICATION PLAN 8
3.1 STEP 1: ASSESS AND INTEGRATE EXISTING PLANS, RESOURCES, AND CAPABILITIES 8
3.2 STEP2: IDENTIFY ROLES AND RESPONSIBILITIES 9
3.2.1 Utility Roles and Responsibilities 9
3.2.2 Potential Response Partner Agency Roles and Responsibilities 10
3.3 STEPS: OUTLINE PUBLIC INFORMATION ACTIONS 11
3.3.1 Possible Contamination 12
3.3.2 Credible Contamination 14
3.3.3 Confirmed Contamination 16
3.3.4 Confirmed Contamination/Remediation and Recovery 18
3.4 STEP 4: DEVELOP KEY MESSAGES AND TEMPLATES FOR THE PLAN 20
3.4.1 Developing Key Messages and Message Mapping 20
3.4.2 Event Log 21
3.4.3 Public Notice Templates 21
3.4.4 Media Tracking Report 21
3.5 STEPS: CONDUCT TRAINING & EXERCISES 21
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Risk Communication Plan Guidance
3.5.1 Training 22
3.5.2 Exercises 22
APPENDIX A: COMMUNICATION RESOURCES AND INFORMATION 24
A.I PUBLIC NOTIFICATION CHANNEL COMPARISON 24
A.2 EXAMPLE MATRIX DOCUMENTING UTILITY COMMUNICATION PLANS, RESOURCES, AND
CAPABILITIES 25
A.3 COMPARISON OF PUBLIC INFORMATION VENUES 27
APPENDIX B: COMMUNICATION ROLES AND RESPONSIBILITIES 28
APPENDIX C: COMMUNICATION TEMPLATES 30
C.I POST-ADVISORY COMMUNITY SURVEY TEMPLATE 31
C.2 EVENT LOG TEMPLATE 34
C.3 MEDIA TRACKING REPORT 36
C.4 EXAMPLE MEDIA LOG FOR PHONE CALLS 36
APPENDIX D: TOOLS AND RESOURCES 37
DRINKING WATER CONTAMINATION RISK COMMUNICATION PUBLICATIONS 37
MESSAGE MAPPING PUBLICATIONS 37
NATIONAL INCIDENT MANAGEMENT SYSTEM (NIMS) 38
ONLINE TOOLS 38
PUBLIC NOTIFICATION DOCUMENTS AND GUIDANCE 38
PUBLICATIONS ON RISK COMMUNICATION FOR NON-DRINKING WATER TOPICS 39
STATE RISK COMMUNICATION PLANS AND DOCUMENTS 40
List of Tables
Table 1. Overview of Public Information Actions during a Contamination Incident 4
Table 2. Recommended Utility Risk Communication Roles 9
List of Figures
Figure 1. Relationship of RCP to Communication Procedures in a Typical Utility ERP 2
Figure 2. PIO Roles and Functions in a JIC (Source: FEMA) 5
Figure 3. The Joint Information System 6
Figure 4. Role of the Public Information Officer during Incident Response 10
Figure 5. PlO/Communication Staff Public Information Actions during the Possible Phase 13
Figure 6. PlO/Communication Staff Public Information Actions during the Credible Phase 15
Figure 7. PlO/Communication Staff Public Information Actions during the Confirmed Phase . 17
Figure 8. PlO/Communication Staff Public Information Actions during the Confirmed
Phase/Remediation and Recovery 19
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Risk Communication Plan Guidance
List of Acronyms
The list below includes acronyms used in this guidance document. Acronyms are also defined at
first use in the document.
CDC Centers for Disease Control and Prevention
CFR Code of Federal Regulations
CMP Consequence Management Plan
DHS U.S. Department of Homeland Security
EAP Emergency Action Procedure
EMA Emergency Management Agency
EMS Emergency Medical Services
EOC Emergency Operations Center
EPA U.S. Environmental Protection Agency
ERP Emergency Response Plan
FEMA Federal Emergency Management Agency
FBI Federal Bureau of Investigation
HazMat Hazardous Materials
HSEEP Homeland Security Exercise and Evaluation Program
1C Incident Commander
ICS Incident Command System
JIC Joint Information Center
JIS Joint Information System
NIMS National Incident Management System
NRC National Response Center
PIO Public Information Officer
PN Public Notification
RCP Risk Communication Plan
TBD To be determined
UC Unified Command
IV
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Risk Communication Plan Guidance
Section 1.0: Introduction
1.1 What Is the Purpose of this Document?
The purpose of this document is to assist drinking water utilities with developing and
implementing an effective Risk Communication Plan (RCP) to respond to drinking water
contamination incidents. This document was developed as a companion to the Water Security
Initiative: Interim Guidance on Developing Consequence Management Plans for Drinking Water
Utilities (EPA, 2008) and the Response Protocol Toolbox (RPTB): Planning for and Responding
to Drinking Water Contamination Threats and Incidents (EPA, 2004), which provide guidance to
drinking water utilities regarding planning, designing, implementing, and maintaining an
effective drinking water contamination incident Emergency Action Procedure (EAP).
1.2 What is an RCP for Drinking Water Contamination Incidents?
Communication during a drinking water contamination incident is critical and involves relaying
information to employees, government agencies, the public, the media, and others about potential
risks to health, infrastructure, and the environment. This information should be presented in a
timely and accurate manner to enhance understanding of an incident, build trust and credibility,
encourage constructive dialogue, and provide guidance on appropriate protective behavior
following a crisis incident. The purpose of an RCP is to guide utility personnel on when and
how to communicate, how to compose messages, how to work with response partners and the
media, and how to develop a delivery system for messages.
1.3 Why Should a Drinking Water Utility Develop an RCP to Respond to
Drinking Water Contamination Incidents?
Water utilities can derive many benefits by developing and implementing an RCP, including the
ability to provide timely, accurate, and helpful information both internally and externally. Many
communication decisions and activities are identified during RCP development, leaving fewer
actions to be determined under the pressure of a crisis situation. Overall, this enhances the
ability of utility personnel to provide a proactive, quick, and effective response during an
emergency. In addition, developing an RCP provides the opportunity to coordinate with
response partner organizations in order to prepare and plan for mobilizing shared resources
during an incident.
1.4 How Does the RCP Relate to other Utility Emergency Planning Documents?
The RCP is ultimately a component of the utility Emergency Response Plan (ERP). It is part of
a contamination incident specific EAP (e.g., Consequence Management Plan) that focuses on
response during and following a drinking water contamination incident in the distribution
system. The RCP specifically details the responsibilities of the utility Public Information Officer
(PIO) and communications staff during all phases of a contamination incident.
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Risk Communication Plan Guidance
Figure 1 outlines the basic relationship between the utility ERP and the RCP. The RCP fits
within the Communication Procedures component of the utility ERP. Communication
procedures apply to all types of water system emergencies. These procedures identify
communication channels for utility staff and personnel, external agencies, and the public/media
(EPA, 2004a). While the RCP is intended to be part of a contamination incident specific EAP,
much of the information is relevant to the utility's overall emergency communication
procedures, and should be aligned with those procedures to create a cohesive system for
emergency response communications.
Water Utility
Emergency Responr*
OtherPolicies [e.g.,
alternate water, sampling,
safety)
> Risk Communication Plan
Figure 1. Relationship of RCP to Communication Procedures in a Typical Utility ERP
1.5 Who Should Use this Document?
EPA developed the RCP guidance document for drinking water utilities, and the document
specifically targets the PIO and other communication staff. While the primary focus of this
document is on large utilities with communications staff, there are many applications and
considerations that may be applicable to medium and small utilities as well. The RCP guidance
document could also serve as a useful tool for other organizations, such as wastewater utilities
and emergency responders, in developing communication plans. In addition, this document
provides a framework for integration of an RCP with existing communication plans and outreach
efforts to local, state, regional, and federal agencies.
1.6 How Do I Use this Document?
This document is divided into two sections, with corresponding appendices that provide
guidance for developing and implementing an RCP. It provides recommendations, details, and
background information on the content of the plan (Section 2.0): a framework or approach for
developing and implementing the plan (Section 3.0): and templates, tools, and resources for RCP
development and implementation (Appendices). Tips and success stories are also highlighted
throughout the document.
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Risk Communication Plan Guidance
Section 2.0: Risk Communication Plan Overview
This section provides background information useful in developing the content of an RCP. First,
it provides an overview of an RCP and the progressive phases of a contamination incident.
Second, it explains the application of the National Incident Management System
(NDVISyincident Command System (ICS) and how risk communication is integral to a utility's
ICS. Finally, this section discusses Public Notification (PN) and public outreach, explaining the
differences and similarities, and the regulatory requirements and guidelines for PN.
2.1 Overview of Consequence Management and Risk Communication
A comprehensive RCP for drinking water contamination incidents consists of three main
components:
1. Identifying Roles and Responsibilities
2. Outlining Public Information Actions
3. Developing Communication Templates
2.1.1 Roles and Responsibilities
Effective operation of an RCP involves the participation of utility personnel and response partner
agencies, each having well-defined roles and
responsibilities. The utility RCP should identify the roles, T|P
duties, and responsibilities in a manner that works well for KeeP in mind that utility-specific ics
the individual utility while matching the roles and t^Zg
responsibilities of the utility's ICS structure and those of format. When defining and
response partners. The roles and responsibilities outlined assigning RCP roles and
in the RCP should provide the utility a description of what ^SgSd wiih
communication/public information actions it should be structure.
prepared to do during a potential contamination incident
and what is expected from local, state, and federal
supporting agencies. Roles and responsibilities of supporting agencies should be determined
prior to completion of the RCP. Refer to Section 3.2 for a detailed discussion on the roles and
responsibilities of the utility and response partner agencies.
2.1.2 Public Information Actions
Public information actions to be performed by the appropriate personnel should be outlined for
each phase of a contamination incident (e.g., possible, credible, and confirmed) as indicated in
the utility drinking water contamination incident response procedures. Public information
actions may include developing communication plans and strategies, coordinating with response
partner agencies, preparing and disseminating notifications, coordinating press briefings, and
arranging public meetings.
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Risk Communication Plan Guidance
Table 1 provides an example of an effective drinking water contamination incident response plan
(e.g., Consequence Management Plan) and related public information actions for each incident
phase.
Important!
In Table 1 and throughout this guidance document, EPA uses the possible, credible, and
confirmed threat level determination phase terminology as previously used in corresponding
EPA guidance1. EPA understands that not all utilities use the same terminology or phased
approach, so plans can be modified as appropriate to meet the needs of your utility.
Table 1. Overview of Public Information Actions during a Contamination Incident
Contamination Incident Phases
possible contamination incident within the
distribution system
Credible - there is evidence that corroborates
initial indications of contamination incident
within the distribution system
Confirmed - there is conclusive evidence.
either through sample results or preponderance
of evidence, that contamination is present within
the distribution system
Remediation and Recovery - contamination is
contained and remedial actions are identified
and implemented until water is determined to be
safe to use/drink
Key Actions During Each
Phase
• Implement RCP and
develop initial PN
strategy
• Issue PN if required
• Revise PN strategy as
new information becomes
available
• Continue PN
• Revise as necessary
• Continue PN
• Revise as necessary
Information Actions During All
Phases
Employee
Notification
Response Partner
Agency
Coordination
Public Outreach
Media Tracking
As indicated in Table 1 during the possible contamination phase, the RCP is initiated and the
appropriate communication staff is assembled to begin planning. During the credible phase,
utility and regulatory agency staff are determining whether PN (e.g., boil water, do not drink, do
not use) is required. Communication staff is continuing other communication actions initiated
during the possible phase, including employee and response partner agency notifications, media
tracking, etc. Finally, when contamination is confirmed, PNs are issued and/or revised (as
appropriate) as new information about the contamination incident becomes available. Refer to
Section 3.3 for more detailed information on specific public information actions for each incident
phase.
2.1.3 Communication Templates
Pre-established messages and templates are a critical component of a utility RCP. They save
valuable time during an incident since they can be easily used for a variety of tasks.
Communication templates may include, but are not limited to, media tracking reports, message
1 Refer to the Water Security Initiative: Interim Guidance on Developing Consequence Management Plans for
Drinking Water Utilities (EPA, 2008), and the Response Protocol Toolbox (RPTB): Planning for and Responding to
Drinking Water Contamination Threats and Incidents (EPA, 2004) for additional information on contamination
incident phases.
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Risk Communication Plan Guidance
maps, public notifications, event logs, and post-advisory community surveys. Refer to Section
3.4 for additional information on communication templates.
2.2 Application of NIMS and ICS within the RCP
Risk communication is a key aspect within the NIMS (FEMA, 2008). Under NIMS, risk
communication consists of the processes, procedures, and systems to communicate timely,
accurate, and accessible information on the incident's cause, size, and current situation to the
public, responders, and additional stakeholders (both directly and indirectly affected). In order to
facilitate this process, public information and risk communication make use of three elements:
the PIO, the Joint Information Center (JIC), and the Joint Information System (JIS).
As an incident escalates, the utility ICS may become part of a broader Unified Command (UC).
Under UC, the utility Incident Commander (1C) may be called to the city Emergency Operations
Center (EOC) and the PIO may become part of the JIC. The JIC is a physical location where
public affairs professionals from all the response partner agencies work together using the
procedures and protocols of a JIS to provide critical emergency information, crisis
communications, and other public affairs support. As shown in Figure 2, a lead PIO will oversee
the JIC, and provide overall communication policy direction.
Lead Public Information Officer
Information Gathering
Response Partners
Rf^parrh and Writing
JIC Facility Liaison
Information Dissemination
Operations Support
Media Phones
L
Special Needs and Multilingual
Web Support
Figure 2. Role and Function of a Lead Public Information Officer at a Joint Information
Center (Source: FEMA)
Other PIOs at the JIC can expect to work performing a variety of functions in areas such as
information gathering (e.g., media tracking, assessing media needs, establishing lines of
communication with the EOC), information dissemination (e.g., creating fact sheets, language
translation), operations support (e.g., create web site, activate hotline), and liaison duties (e.g.,
communication with elected officials, VIPs) (FEMA, 2007).
In addition, a JIC is a central location that facilitates the operation of the JIS. A JIS provides the
mechanism to organize, integrate, and coordinate information to ensure timely, accurate,
accessible, and consistent messaging across multiple jurisdictions and/or disciplines with
nongovernmental organizations and the private sector. A JIS includes the plans, protocols, and
structures used to provide public information. Figure 3 shows the relationships between multiple
PIOs and JICs as part of a JIS for an incident.
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Risk Communication Plan Guidance
IC/UC/Area
Command
PIO
(at incident JIC)
Figure 3. The Joint Information System
In FigureS, the arrows represent the protocols agreed upon by public information staff to ensure
that needed incident information flows back and forth between all jurisdictional levels, off-site
PIOs, and multiple JICs (e.g., local, state, and UC incident JICs). This ensures message
consistency across all public information/risk communication staff. Not all incidents will
involve multiple PIOs or JICs. However, the PIO may wish to coordinate operating procedures
and protocols in advance with response partners so that an effective JIS may be implemented
during a water contamination incident.
Overall, development of the RCP should take into account the implementation of ICS by the
utility in managing the planning, tactical, logistical, financial/administrative, and risk
communication issues in response to a drinking water contamination incident. One of the first
steps should be to ensure that staff members involved in implementing the RCP (such as the
PIO) have basic NIMS and ICS training. In addition, more advanced position-specific training is
available for individuals who may serve in the PIO role2.
2.3 Public Outreach and Notification
External risk communication includes both public outreach and PN. It is important to understand
the differences between these activities and know when and how to use them within the context
of the RCP.
2.3.1 Public Outreach
Public outreach is the overarching activity for communicating with the public during both non-
emergencies and emergencies. It is a useful tool for utilities to use prior to, during, and
following a crisis incident. The purpose of public outreach is to provide the public with updated
information regarding utility activities. During potential incidents, it may be used to prevent
2 Additional information on NIMS and ICS training can be found online at EPA's NIMS workshop website:
http://water.epa.gov/infrastructure/watersecuritv/emerplan/index.cfm. FEMA's Independent Study website
http://training.fema.gov/ISA or by contacting your state's Emergency Management Agency (EMA) or Office of
Homeland Security at: http ://www .fema. gov/about/contact/statedr. shtm
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Risk Communication Plan Guidance
public panic, to inform the public that the utility is investigating anomalies in the distribution
system, and to provide updated information to better protect public health. Some methods of
public outreach include websites, fact sheets, press releases, and television and radio interviews.
2.3.2 Public Notification Requirements and Guidelines
Public water systems are required by law to prepare and distribute PNs to consumers in
accordance with EPA regulations (40 CFR 141, Subpart Q). PN is designed to protect public
health by making sure people within a utility's
service area know about water quality issues and
how to protect themselves from potential risks.
PN of drinking water violations and other CDC'S Drinkin9 Water Advisory
.. , I,,- Communication Toolbox (CDC, 2011)
Situations provides a way to educate the public provides information on how to plan for,
and protect public health (EPA, 2010). develop, implement, and evaluate
drinking water advisories (e.g., PN),
TTT1 ,.,.,., . . which is another key component of a
When the utility determines that a contamination comprehensive RCP. The purpose of the
threat is credible, it must consult with its primacy Toolbox is to enable water systems to
agency to determine if PN is required. Under communicate effectively with partners
„ . . . . _,T. . , ,, ,, . . and the public in order to protect public
Federal regulations, PN is required for situations hea|th The Too,box complements EPA's
with significant potential to have serious adverse PN Handbook.
effects on human health as a result of short-term
, -111 • http://www.cdc.qov/healthvwater/pdf/eme
exposure, as determined by the primacy agency raencv/drinkina-water-advisorv-
either in its regulations or on a case-by-case V communication-tooibox.pdf
basis" (40 CFR 141, Subpart Q). The utility must
initiate consultation with the State primacy agency to
determine public notification requirements as soon as practical, but no later than 24 hours after
learning of the situation. These situations require a Tier 1 public notice. See 40 CFR 141,
Subpart Q for information on the form, manner, and frequency of a Tier 1 public notice.
To assist in developing PNs, EPA issued the Revised Public Notification Handbook in 20103.
The handbook is designed to meet the needs of public water systems of all sizes, including
suggestions and instructions targeted to very small community systems (systems that serve 500
people or fewer). It provides instructions and includes templates that can be used for various
types of public notices. There are many channels by which PNs can be disseminated. Appendix
A.I lists various notification channels for utilities to consider during a crisis, along with some of
the associated pros and cons of using them.
3 Refer to the following websites for additional information on Public Notification:
http ://water. epa. gov/lawsregs/rulesregs/sdwa/publicnotification/upload/PNrevisedPNHandbookMarch2010 .pdf
http://water.epa.gov/lawsregs/rulesregs/sdwa/publicnotification/
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Risk Communication Plan Guidance
Section 3.0: Constructing the Risk Communication Plan
This section serves as a roadmap for developing and constructing a utility-specific RCP. The
construction of a comprehensive RCP should include the following five sequential steps:
Step 1:
Assess and
integrate
existing
plans,
resources,
and
capabilities
Step 2:
Identify
roles and
responsibilit-
Step 3:
Outline
public
information
actions
Step 4:
Develop key
messages
and
templates
Step 5:
Conduct
Training &
Exercises
3.1 Step 1: Assess and Integrate Existing Plans, Resources, and Capabilities
The first step in developing an RCP should be to conduct an assessment of the utility's existing
ERP; specifically as it pertains to risk communication resources and capabilities. The purpose of
the assessment is to identify existing procedures that may serve as a starting point for
constructing an RCP, and to determine how an RCP can be integrated into the utility's drinking
water contamination incident response procedures. This will allow the utility to expand existing
material, strengthen existing plans, and integrate current operations into the RCP. Appendix A.2
identifies the type of plans and response resources that may be available.
As plans are reviewed, a list or matrix should be constructed that captures the title of the plan,
the situation it addresses, and what utility divisions and outside agencies are involved. This will
help to identify gaps that need to be addressed during risk communication planning activities.
As each existing plan is reviewed, consider how they are connected to each other and how they
are likely connected to the RCP. When drafting the RCP, use a matrix similar to Appendix A.2
to establish links from the corresponding plans to the relevant RCP sections; then use the
material from the existing response plans as a starting point for developing the RCP. The notes
and comments in Appendix A.2 are for illustration purposes.
In addition to an assessment of existing emergency plans, the utility should conduct an
assessment of response and communication resources and capabilities. This should involve
identifying assets (e.g., staff, equipment) as well as training needs that are required to carry out
the existing plans and operations. This includes ensuring that spokespersons are identified and
media-trained, that all staff have been trained in response roles and procedures, and that key
communication linkages (e.g., 800 MHz radios, auto-dialers), both internal and external, are in
place.
Throughout the development of the RCP, the utility should maintain a list of items or resources
that need to be acquired, enhanced, or improved. See Appendix A.2 for examples and Appendix
A.3 for a discussion of public information venues. Later, during the final drafts of the plan and
implementation, the list can be addressed and shortfalls in training, equipment and other
resources can be resolved.
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Risk Communication Plan Guidance
3.2 Step 2: Identify Roles and Responsibilities
The second step in developing an RCP is to identify the utility personnel and response partner
agencies responsible for risk communication efforts during a contamination incident. This
includes establishing communication roles, responsibilities, and reporting relationships.
3.2.1 Utility Roles and Responsibilities
During an incident, the risk communication function can be broken down into the six distinct
utility roles described in Table 2. Ideally, there should be one person assigned to each role,
although one person can handle additional roles depending on the extent of the emergency and
the size of the utility. While other staff may be involved (e.g., 1C, Liaison Officer), the PIO is
ultimately responsible for all communication efforts, u'nless otherwise assigned by the 1C. Each
utility should create and define roles based on their own organizational structure and capabilities.
Table 2. Recommended Utility Risk Communication Roles
Role/Title
Public Information
Officer
Potential Communication Responsibilities
• Activates the RCP after receiving authorization from the 1C and directs the work
related to the release of information.
• Provides information to the public and other key internal and external audiences
through such activities as developing and distributing printed and electronic
notices, reports and informational materials; organizing and conducting special
events (internal and external); and maintaining content on a web site.
• Develops and maintains relationships and supports two-way communication with
public and private stakeholders, community groups, and the news media.
• Evaluates the need for and, as appropriate, establishes and operates a JIS.
• Establishes a JIC, as necessary, to coordinate and disseminate accurate and
timely incident-related information.
• Maintains current information summaries and/or displays on the incident.
• Provides information on the status of the incident to pertinent personnel.
• May develop speeches and presentations for utility executives and craft
responses to constituent inquiries received via letter, email, or telephone.
PIO Support Personnel (Assistants)
Content and Message
Coordinator
Media Coordinator
Direct Public Outreach
Coordinator
Develops mechanisms to receive information rapidly from the EOC/JIC regarding
public health emergencies and works with available subject matter experts to create
situation-specific fact sheets (e.g., "Q&A" fact sheets) and updates. Has information
translated into foreign languages as necessary.
Assesses media needs (e.g., briefings, statements) and organizes mechanisms to
fulfill those needs.
Activates a telephone information line and crisis web site, and develops public service
announcements.
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Risk Communication Plan Guidance
Table 2 (continued). Recommended Utility Risk Communication Roles
PIO Support Personnel (Assistants)-continued
Partner/Stakeholder
Coordinator
Media Tracker
Establishes communication protocols based on
identified partners and stakeholders.
prearranged agreements with
Monitors internal and external communications, identifies misinformation, provides
feedback on the quality of communication, takes action to correct false information,
tracks media information releases, monitors news outlets and web sites, and dispels
rumors.
The PIO, who typically serves on the Command Staff during an incident, should lead the
development and implementation of the RCP, and coordinate with other ICS team members.
This includes development and delivery of internal and external communications, coordination
with other agencies and the media, and media tracking. Figure 4 shows the relationship of the
PIO with other utility ICS staff during an incident response.
Public Information Officer (PIO)
r
Advises Incident Commander on
information dissemination and
I* • I *" T "I #
.~f ' .I'TKHB. in ' . n Incident Commander
Commander approves information that the
(jfcs-^| PIO releases.
\
Obtains information from and
Public information officer provides information to Planning Section.
Planning Section Chief
running aeciion i_nier
1 : *i$
Obtains information from and provides information to
community and media.
Community and Media
Figure 4. Role of the Public Information Officer during Incident Response
Although Table 2 and Figure 4 indicate only one individual in the PIO role, the PIO may employ
one or more assistants to help with his or her responsibilities. These assistants or PIO staff
supply the PIO with incident status updates and other detailed information concerning the
incident to be used in developing communication materials, notifications, and briefings.
3.2.2 Potential Response Partner Agency Roles and Responsibilities
Local, state, and federal support agencies will carry out various response roles in risk
communication during a drinking water contamination incident. For example, the State primacy
agency and local or State public health agency will be involved in the PN process, and local law
enforcement may assist in disseminating messages. Fire departments, local governments and
other local/state/federal regulatory agencies may be involved as well. Utilities should identify
key partners and stakeholders when developing their RCP in order to define their roles,
responsibilities, and assistance capabilities. Refer to Appendix B for further information
concerning response partner roles.
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Risk Communication Plan Guidance
Once the appropriate response partner agencies have been identified, the utility should
collaborate with these agencies to confirm roles and responsibilities, solidify lines of
communication, and identify shared resources. The utility should confirm that other agencies
agree with the identified points of contact and have
the correct contact information, and that expected TIP
response actions are correct.
It is important to develop a working
relationship with your local health
It is recommended that primary local partners department. Consumers may call the
should be engaged first, followed by the county, ^ea'^ department for information about
*—' *—^ J •* •* J nootri riol/'o Hoo^nhoH in \ir\\\r KMihh^
health risks described in your public
communications. If you coordinate in
advance, you can help to ensure that,
state, and federal level agencies. The reason for
engaging local partner agencies first is two-fold.
First, local agencies will likely be the ones directly regardless of whom they call the public
,, ° ... ,-,,,, r- hears consistent messages that will help
contacted by the utility and will be the first them understand the risks and how to
manage them (EPA, 2010).
http://water.epa.gov/lawsreqs/rulesreqs/
responders to potential contamination incidents
originating in their jurisdiction. Second, because
. ° ° J , . ... , . .. . sdwa/pubhcnotification/upload/PNrevise
they are first responders, they will be providing the dPNHandbookMarch20l0.pdf
initial response resources, including staffing and
equipment. As a result, the utility should know what
resources are at its disposal during the early stages of an incident. The next step should be
developing new supporting materials and organizing meetings with expanded response partners,
including county, state, and federal agencies. Refer to Section 3.0 of the Water Security
Initiative: Interim Guidance on Developing Consequence Management Plans for Drinking
Water Utilities (EPA, 2008) for further information on engaging response partners.
Finally, telephone trees should be established for all utility ICS members as well as response
partner agencies. A telephone tree is an ordered list or diagram of staff and response partner
phone numbers. To activate the telephone tree, the person at the top of the tree calls the next
person(s) in the chain and the call progresses consecutively down the tree.
3.3 Step 3: Outline Public Information Actions
The next step in developing an RCP is to outline the public information actions that correspond
with each of phase of a contamination incident. As indicated in the decision tree templates
below (Figure 5 through Figure 8), the main public information actions for each incident phase
include:
• Developing/issuing PNs
• Notifying employees
• Coordinating with response partner agencies
• Conducting public outreach
• Tracking the media
Tasks for each of these actions may vary during each incident phase and are further described in
the decision trees below.
Important!
Decision trees are invaluable in the design phase of risk communication planning as well as
during response. During design, decision trees aid in defining the comprehensive risk
communication process from phase to phase as well as allowing for visual verification of the
steps and information. They are especially useful in demonstrating and confirming the process
11
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Risk Communication Plan Guidance
and coordination points with external agencies and partners. During an incident when time is a
critical factor and events may seem chaotic, the decision trees may also aid the utility in
navigating risk communication response actions.
Utilities can use Figure 5 through Figure 8 as a starting point for developing their unique
decision trees and adding the specific actions that their PIO and communication support staff
would need to implement. Utilities can modify the steps and the order of the steps in Figure 5
through Figure 8 to meet their specific needs.
Please note that the public information actions described in the decision trees may take place
concurrently and therefore are not necessarily executed in the sequence presented. Rather, it is
important for the PIO to initiate and complete these activities and response actions during each
incident phase.
3.3.1 Possible Contamination
The first step after a possible contamination incident has been verified is for the PIO to activate
the RCP and begin to develop PN and public outreach
strategies. This includes assembling the appropriate
communication support staff and ensuring that incident
information is being communicated to the appropriate
staff members (e.g., ICS personnel) including the
utility's customer service center manager/supervisor.
Notifying customer service center staff puts them on
alert to receive incident related calls from the public.
Even if an agency is not going to be
In addition to notifying the customer service center, the immediately involved, they may wish
, , . ~ , to be notified early during the
PIO should prepare a statement for employees. incident so they can prepare their
Statements to employees should contain an advisory not
to share information outside of the utility to reduce the
potential for rumors. After a statement is prepared, the
PIO should obtain approval from the utility's 1C on the
message content and the timing of its release. The approved statement should be released to
employees as appropriate, and a schedule for releasing any anticipated subsequent statement to
employees should be established.
During this phase, the PIO should also determine or confirm resources such as adequate space,
equipment, and supplies, which should be secured for the duration of the incident. Finally, the
PIO should begin to organize assignments for communication support staff, determine the
current risk communication priorities (e.g., partner coordination, public outreach, media
tracking), identify subject matter experts as needed, and determine the hours of operation for risk
communications. Figure 5 provides an overview of the public information actions during the
possible contamination phase.
During development of the possible
phase portion of the RCP, it is
critical that all response partners be
identified (e.g., those who might
need to be notified at this phase of a
contamination incident).
resources for a response. They may
also have access to information
unknown to the utility.
12
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Risk Communication Plan Guidance
Contamination is
Possible
Initial
Actions
Employee
Notification
Response
Partner
Coordination
Public Notification
(PN)
Public
Outreach
Media
Tracking
QActivate RCP
Q Begin to develop a PN/Public outreach strategy
Q Determine/Assemble appropriate communication support staff
Q Ensure incident information is communicated to appropriate staff
members
Q Determine resources needed (e.g., space, equipment)
Q Notify customer service center manager/supervisor
Q Begin to prepare statements for employees- not to be shared
outside the utility
Q Obtain approval on message and timing of its release from the
utility's Incident Commander (1C)
Q Establish the schedule for the release of the next statement to
employees
Q Initiate communication with response partners (e.g. Fire. Police.
Health Department, Primacy Agency), based on utility's CMP
QBeginto coordinate communication with response partners
Q Coordinate venue for press briefings
G Establish a timeline for updating other response partner agencies
QBeginto develop a PN strategy with utility IC5 communications
staff
QAssemble PN templates
QAccessthe U.S. EPA PNi Writer
Q Determine dissemination methods and possible locations
Q Prepare draft statements
Q Discuss the need for public outreach with the 1C
Q Prepare written statements forthe utility's website, customer
service center, and the media
QObtain approval from the 1C priorto the release of statements
Q Establish a schedule for updating statements on the utility's
website, customer service center, and the media
Q Develop/ implement a communication plan to address
implementation of operational responses —if needed. Consider
the impacts of the utility's operational responseson customers and
notifythem as appropriate
Q Begin tracking information provided by traditional media
outlets as well as social media outlets such as Facebook and
Twitter
QTracking should also include internal utility communications to
ensure appropriate messages are being relayed
_l Address false or misleading media or communications as soon
aspossible
Figure 5. PlO/Communication Staff Public Information Actions during the Possible Phase
13
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Risk Communication Plan Guidance
3.3.2 Credible Contamination
Once the contamination incident has been verified as credible, the PIO should continue and
expand the communication actions taken during the possible phase including employee
notification, response partner agency coordination, public outreach, public notification, and
media tracking. Figure 6 provides an overview of the public information actions during the
credible contamination phase.
During the credible phase, public outreach communication should be based on the 'message
mapping' technique developed for the RCP as outlined in Section 3.4. Effective communication
with the public is important at this phase, and therefore customers need to have a clear
understanding of what the level of risk posed by the incident is, as well as what steps they should
take. The 'message map' ensures that key messages on the incident are delivered effectively and
accurately. These message maps can be used in preparation for possible press conferences.
14
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Risk Communication Plan Guidance
Contamination is
Credible
Initial
Actions
Employee
Notification
Response
Partner Agency
Coordination
Public Notification
(PN)
Public
Outreach
Media
Tracking
OContinueand expand communication actions taken duringthe
possible phase
Q Continue to brief the utility's customer service center and
employees
Q Obtain approval on employee statement and timing of its release
fromthe utility's 1C
OAdjustthe scheduleforthe release of the next statement to
employees
Q Continue to coordinate with other response partner agencies
Q It may be necessary to jointly schedule the first media briefing at
this time and alert the media as to location and time
Q Determine with the ICS communication staff and partner agencies
(e.g., primacy agency, local public healthjif PN is required
Qlf PN is required:
ID Confirm service area locations; and
Q Determine dissemination methods.
OlMote: PNs could be disseminated duringthe credible phase based at
the discretion of the 1C
Q Update outreach statements for the utility's website, customer
service center, and media based on incoming information from the
utility investigation. If applicable, include information from:
QSampling and site characterization; and
Q Operational response actions.
Q Obtain approval for outreach statement content from the 1C
Q Revise the plan for releasing the next statements to the website,
customer service center, and media as needed
Q Use message maps (as appropriate)
Q Continue tracking information reported on by the media and in
other new communication outlets on the internet
QRespondto and correct inaccurate information disseminated
though media channels
Figure 6. PlO/Communication Staff Public Information Actions during the Credible Phase
15
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Risk Communication Plan Guidance
3.3.3 Confirmed Contamination
Once the contamination incident has been confirmed, the PIO should begin immediate
dissemination of PNs, if not previously done during the credible phase. The PIO should finalize
previously prepared PNs and inform the local government and the 1C that PNs will be issued.
The PIO should then disseminate the PNs or update the public on changes or termination of the
notifications sent throughout the incident. If a contaminant is identified, it may be necessary to
revise any PNs issued during the credible phase, when the contaminant was still unknown.
Keep in mind that water consumers may be skeptical about revised PNs and may be hesitant to
heed the revised instructions; therefore, additional information needs to be provided explaining
why the notification is being revised. An information hotline telephone number should also be
provided to water consumers for additional information and to answer questions (EPA, 2004).
Revised PNs should be communicated to water consumers and the public using appropriate
communication delivery methods (e.g., mailings, bulletin boards, hand-to-hand delivery,
telephone, newspapers, radio, television, internet, and fax). It may be effective for the water
utility and/or appropriate agency to hold public meetings and public workshops to explain to
consumers the reasons for a revised public drinking water notification. Descriptions of the
different public meeting venues are provided in Appendix A.3.
Other steps immediately following confirmation should include continuing and expanding the
communication actions taken during the possible and credible phases (e.g., employee
notification, response partner coordination, public outreach, media tracking). This may also
include communicating how customers may obtain alternate water supplies. Communication
actions for remediation and recovery will follow later once the immediate threats to the public,
property, and the environment have been mitigated. Figure 7 provides an overview of the public
information actions during the confirmed contamination phase.
16
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Risk Communication Plan Guidance
tontaminationis
Confirmed
Initial
Actions
Employee
Notification
Response Partner
Agency Coordination -
Joint Information
Center (JIC)
Public Notification
(PN)
Public
Outreach
Media
Tracking
Q Finalize previously prepared PN
O Inform the local government and 1C that PN will be sent
Ll Disseminate PN, or if previously disseminated, update the public of
changesor termination of the notifications sent throughout the
incident
Q Continue to update the statement for utility's customer service
center and employees
QObtain approval on employee statement and timing of its release
from the utility's 1C
QAdjustthe schedule for the release of the next statement to
employees
D Workwith and make decisions about the communications
strategy with other response partners regarding issuing PN and
various other public outreach actions as part of the JIC
QAssist in development or revision of PNs based on new information
received
Q Work with the primacy agency, public health, city/town manager, and
other agency PlOsto modify existing templates for issuing PNs
QKeepthe public updated aboutchanges or terminations of PNs
throughout the investigation
O Consult with the IC/UC to formulate and release information on
incident status
QHold press conferences as needed
OSendfollow-up outreach materials to the media
Q Provide updated information to the utility's customer service
center and update the website
O Establish a schedule for the next statement to be released to the
public. Possibly disseminate statements/messages using social
media and emails to customers, critical users, etc.
Q Provide appropriate communication on the location(s) of where
alternate water supplies may be obtained (as applicable)
QContinue monitoring media reports
Q Provide response and rebuttal to media reports if
necessary
Figure 7. PlO/Communication Staff Public Information Actions during the Confirmed Phase
17
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Risk Communication Plan Guidance
3.3.4 Confirmed Contamination/Remediation and Recovery
After the immediate threats to the public, property and the environment have been mitigated, a
communication strategy for remediation and recovery can begin. Throughout remediation and
recovery, the PIO should continue to disseminate updated information to the public as it becomes
available concerning the contamination incident, including the nature of the contaminant and the
rehabilitation of the water system. In consultation with the IC/UC and other agencies,
information disseminated to the public and media should state the goal to return the system to
normal operation as soon as possible. Figure 8 provides an overview of the public information
actions during the confirmed/remediation and recovery phase.
After the incident is closed, the utility's communication staff should collect feedback on risk
communication efforts and conduct a risk communication evaluation. Following the analysis,
the PIO should share the results with the utility ICS staff and revise the RCP and associated
policies and procedures based on lessons learned. Training should be conducted to
institutionalize the changes. Additionally, the PIO should conduct public outreach activities to
determine public perception and their information needs concerning the incident, and to provide
any updated information. Refer to Appendix C.I for a post-advisory community survey template
that can be used to determine the effectiveness of communication efforts and to inform revisions
to the RCP to improve future communication efforts.
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Risk Communication Plan Guidance
Confirmed Contamination
Phase-Remediation and
Recovery
Initial
Actions
Response Partner
Agency Coordination —
Joint Information
Center(JIC)
Public
Outreach
Public
Notification-
Bringing the
Water System
BackOn-line
Public Notification-
Safe to Use/Safe to
Drink notice
End of Incident Return
to Normal
Operations/Evaluation
CJContinueto disseminate updated information to the public
concerningthe contamination incident, including the nature of
the contaminant and the rehabilitation of the water system as it
becomes available
QCoordinate ongoing remediation and recoverycomnnunications
through the JIC and in concert with other PIOs. Providethe
following information during different stages of remediation and
recovery activities:
QThe extent of the investigation or study
Q System characterization outcomes
Q Final remediation goals
Q Remediation and recovery options being evaluated and
final actions selected
Q Installation and operation activities
Q Continuing sampling and monitoring plans
Q Results from ongoing sampling
Q Inform customers of potential remediation activities affecting
their homes and businesses (e.g., equipment, water heaters)
OReportthe following to the public:
QThe schedules, resources, and clean up levelsfor
contaminated water, system components, and affected
environmental media.
OTimelinesfor restoration of water supply for different
uses such as fire-protection, basic sanitation, and
drinking
QReportto the public after remediation objectives have been met
Q Obtain the results of the utility's continuing post-remediation
sampling and monitoring and report results to the public
Q Continue to provide customers with information regarding the
contamination incident, the nature of the contaminant, the
effective ness of the rehabilitation and recovery actions, and the
ongoing sampling and monitoring activities through public
mieetings or workshops
QHold press conference and issue a "safe to use" and "safe to
drink" notices after remediation and recovery actions have
concluded
QPriortothe pressconference:
Q Arrange for a predetermined space;
Q Assist crafting the message; and
O Provide updates to the public as needed
ONotify key public officials and response partners, including the
city or town manager of the decision to issue "safe to use" and
"safe to drink" notices
Q Provide final notification to the public, lifting all restrictions, and
close the incident with the IC/UC
QObtain feedbackon risk communication efforts and conducta risk
communications evaluation
Q Share evaluation results with ICS staff and revisethe RCP and
associated policies based on the lessons learned
Q Conduct survey to determine public perceptions and information
needs regardingthe incident
Figure 8. PlO/Communication Staff Public Information Actions during the Confirmed
Phase/Remediation and Recovery
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Risk Communication Plan Guidance
3.4 Step 4: Develop Key Messages and Templates for the Plan
The fourth step in developing an RCP is to develop, before an incident occurs, key messages and
templates that can assist in RCP implementation. This includes, but is not limited to, developing
key message maps or other pre-scripted messages for contamination incidents, event logs, public
notification templates, and media tracking reports. These messages and templates are further
described below.
3.4.1 Developing Key Messages and Message Mapping
Key messages tell the target audience what you want them to know about the incident in a few
short, memorable phrases or sentences. Developing key messages provides focus and
consistency for all utility communications regarding an incident. Utilities should develop basic
key messages for several types of contamination incidents as part of the RCP, and then fine tune
the messages when an incident occurs.
One method of developing key messages is Tip
message mapping. Message mapping is a process . .... .__... . . . . .. .. .
?, , F .,. -11 1 • i In 2011, EPA conducted an investigation to
by which the utility can quickly and concisely compare the public's and drinking water
deliver the most pertinent information about an
incident. Message maps are sets of organized
statements or messages that address likely
questions and concerns in a crisis. Each map
professionals' assessments of critical
information needs arising from the
intentional contamination of a municipal
water supply. The 2012 report, Need to
Know: Anticipating the Public's Questions
identifies up to three unique messages that address during a Water Emergency provides the
. . , results of interviews with utility managers,
a specific issue, and each issue may be addressed communications staff, and focus groups
by several layered message maps. comprised of members of the public. The
conclusions identified can help a utility
develop a public engagement strategy in
Message maps were developed as a specialized tool advance of a water emergency.
for communicating effectively in high-stress, high- http://cfpub.epa.qov/si/si public record re
concern, or emotionally charged situations (EPA, I Pgrt.cfm?address=nhsrc/&dirEntrYld=2404
2007). A message map provides multiple benefits.
It is a useful reference for spokespersons who respond
to questions on topics requiring timeliness and accuracy. Multiple spokespersons can work from
the same message map to ensure the rapid dissemination of consistent core messages across
multiple communication outlets. Message maps also serve as a unifying framework for
disseminating information on various issues and minimize the chance of the speaker saying
something inappropriate or omitting something that should have been said. A printed message
map allows spokespersons to check off the talking points as they are covered. This helps to
prevent omissions of key facts or misstatements that could provoke misunderstandings,
controversy, or confusion.
Further information on message mapping can be found in EPA's 2007 Effective Risk and Crisis
Communication during Water Security Emergencies Report4. This report provides detailed
guidance on message mapping, and was developed through EPA message mapping workshops.
It also includes sample messages for the following scenarios: biological contamination, physical
4 EPA's Effective Risk and Crisis Communication during Water Security Emergencies Report can be found at:
http://oaspub.epa.gov/eims/eimscomm.getfile7p download id=461264.
20
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Risk Communication Plan Guidance
attack, receipt of a credible threat, power loss, pesticide contamination, and chemical warfare
agent contamination.
3.4.2 Event Log
Event logs are important to develop in order to capture basic information about actions or events
that occur during a contamination incident. The log may include information such as date, time,
action/event description, and agency and people involved. The information in the log can be
useful in developing risk communication materials as well as keeping a record of events and
corresponding communication actions. An example event log template is provided in Appendix
C.2.
3.4.3 Public Notice Templates
Public notice templates should be included in the RCP to save time during a contamination
incident. Refer to 40 CFR 141, Subpart Q and EPA's
Revised Public Notification Handbook for
regulatory guidelines, additional information, and
temnlates Utility personnel can access EPA's free web-
Note: For regulated substances, utilities should
follow Safe Drinking Water Act mandatory .. ... . „, . . . .
& , , , • , notices that meet all federal requirements.
language requirements and add required
information to notices.
based PNiWriter, to get help with the PN
requirements of the Safe Drinking Water Act.
The PNiWriter provides a fast, user-friendly
format using templates to help create public
http://www.pniwriter.com
3.4.4 Media Tracking Report
A media tracking report is another useful tool utilities should develop as part of a RCP. Similar
to the event log, this report is a table that allows utilities to enter basic information about media
activities for a specific contamination incident. The log may include information such as date,
time, media source, report's name, web site, and description. The information in the log can be
useful in monitoring external communications, and identifying misinformation surrounding the
incident. See Appendix C.3 and Appendix C.4 for media tracking report and media phone call
log templates.
Appendix D of this document contains other tools and resources that may be helpful as you
develop your RCP.
3.5 Step 5: Conduct Training & Exercises
Success in implementing the concepts, guidance and procedures contained in a utility-specific
RCP comes from execution. The ability to effectively execute a RCP comes from training
personnel responsible for its execution. The fifth and final step, the training and exercise process,
allows utility staff to face tasks and situations normally outside of their daily operations to enable
them to meet the challenges associated with an actual contamination incident. In addition,
effective training and exercise programs are useful for integrating communication procedures
with those of external partners. In the end, training and exercises allow the utility to learn from
21
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Risk Communication Plan Guidance
its mistakes, thereby recognizing potential opportunities for change and enhancements in the
plans and procedures already in place.
3.5.1 Training
To ensure an effective risk communication program, training should be conducted to familiarize
utility staff and response partners with the RCP and their corresponding roles. Now that roles
and responsibilities have been more clearly defined in the RCP, training is critical to get the staff
and partners "up to speed." Training should include information concerning how the RCP is
organized, the corresponding steps associated with contamination incident phases, and
identifying roles and responsibilities. Additionally, training activities associated with specific
RCP activities (e.g., message mapping, public notifications) may need to be conducted.
Training events should also stress integration of utility personnel with external partners to
establish a consistent, shared understanding of communication roles and capabilities.
3.5.2 Exercises
The exercise strategy recommended for utility RCPs is described by the Department of
Homeland Security's Homeland Security Exercise and Evaluation Program (HSEEP)5.
HSEEP is a capabilities and performance-based exercise program that provides a standardized
methodology and terminology for exercise design, development, conduct, evaluation, and
improvement planning. HSEEP describes "Discussion-Based" exercises, which include
tabletops, seminars, and workshops to introduce and teach new concepts, followed by
"Operations-Based" exercises including drills, functional exercises and full-scale exercises to
test and evaluate program effectiveness. It may be challenging for most utilities to implement an
entire HSEEP-based program, but by integrating efforts with local partners, it may be achievable.
Utilities will also find it advantageous to integrate exercising the RCP with those exercises
conducted as a part of consequence management (EPA, 2008). By conducting exercises, the
utility can identify and correct any deficiencies or weaknesses in the RCP before a real incident
occurs.
5 Refer to the following website for additional information on the HSEEP:
https://hseep.dhs.gov/pages/1001 HSEEPV.aspx
22
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Risk Communication Plan Guidance
References
CDC, 2011. Drinking Water Advisory Communication Toolbox.
http://www.cdc.gov/healthywater/pdf/etnergency/drinking-water-advisory-cotntnunication-
toolbox.pdf
EPA, 2012. Need to Know: Anticipating the Public's Questions during a Water Emergency.
April 2012. (EPA 600/R-12/020)
http://cfpub.epa.gov/si/si_public record report.cfm?address=nhsrc/&dirEntryId=240476
EPA, 2010. Revised Public Notification Handbook. March 2010. (EPA 816-R-09-013 )
http://water.epa.gov/lawsregs/rulesregs/sdwa/publicnotiftcation/upload/PNrevisedPNHandbo
okMarch2010.pdf
EPA, 2008. Water Security Initiative: Interim Guidance on Developing Consequence
Management Plans for Drinking Water Utilities. October 2008. (EPA 817-R-08-001)
http://www.epa.gov/watersecurity/pubs/guide interim ctnpwsi.pdf
EPA, 2007. Effective Risk and Crisis Communication during Water Security Emergencies
Report. March 2007. (EPA/600/R-07/027)
http://cfpub.epa.gov/si/si_public file download.cfm?p download id=461264
EPA, 2004. Response Protocol Toolbox: Planning for and Responding to Drinking Water
Contamination Threats and Incidents. Module 6: Remediation and Recovery Guide. Interim
Final- April 2004. (EPA 817-D-03-006)
http://www.epa.gov/safewater/watersecurity/pubs/guide_response_modul e6.pdf
EPA, 2004a. Emergency Response Plan Guidance for Small and Medium Community Water
Systems to Comply with the Public Health Security andBioterrorism Preparedness and
Response Act of 2002. (EPA 816-R-04-002)
http://www.epa.gov/safewater/watersecurity/pubs/small medium ERP guidance040704.pdf
FEMA, 2008. FEMA National Incident Management System. December 2008.
http://www.fema.gov/pdf/emergency/nims/NIMS_core.pdf
FEMA, 2007. NIMS Basic Guidance for Public Information Officers. November 2007. (FEMA
517) http://www.fema.gov/library/viewRecord.do?id=3095
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Risk Communication Plan Guidance
Appendix A: Communication Resources and Information
One of the most important functions of the PIO is communicating with the media either directly
or in helping to prepare for press interactions by utility officials and others. This is especially
critical during crisis situations. The following appendix provides an example matrix
documenting utility communication plans, resources, and capabilities, including information on
appropriate channels and venues to use for disseminating messages.
A.1 Public Notification Channel Comparison
Channel
Hotline with Recorded Message
Pros
Universal access
Low cost
Fast
Real time/instant updates
Does not require dedicated staff
Cons
Power outage may affect
accessibility
Requires customer action
Contact Center
Can handle large volume of
calls
Universal access
Fast
Real time/instant updates
Power outage may affect
accessibility
Requires customer action
Requires trained, dedicated staff
Web Site
Fast
Real time/instant updates
Reach wide audience
Doesn't require dedicated staff
Web access required/not
universal access
Power outage may affect
accessibility
Social Media (e.g., Twitter,
Facebook)
Fast
Real time/instant updates
Reach wide audience
Doesn't require dedicated staff
Low cost
Web access required/not
universal access
Power outage may affect
accessibility
Quality control of information not
guaranteed
Required customer action
Door-to-Door Notification (door
knock and/or door hangers)
Guaranteed notification
Does not require customer
action
Targets specific types of
neighborhoods or sensitive
populations
Slow
Expensive
Requires dedicated staff
Police Drive-around (using
loudspeakers or door-to-door
notification)
Targets specific neighborhoods
Door-to-door used for sensitive
populations
Covers multiple jurisdictions
Possibility for public panic
Churches/Church Parking Lots
Targets specific types of
neighborhoods
Interactive with the public
Slow
Requires dedicated staff
Best for after-action
communication
Generally works only on
weekends
Press Releases/Press
Conferences/Press Calls and Public
Service Announcements (Radio, TV,
Newspaper)
Fast (Radio/TV)
Universal access
No customer action required
Low cost
Real time/instant updates
Slow (Newspaper)
Power outage may affect access
Possibility for public panic
Only reaches those tuned in
(therefore marginal value during
late-night, early-morning hours)
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Risk Communication Plan Guidance
A.2 Example Matrix Documenting Utility Communication Plans, Resources, and Capabilities
Type of Plan and
Comments
Emergency
Response Plan
Consequence
Management Plan
Customer Complaint
Procedures
Public Outreach Plan
Does the plan
establish
communication
roles and
responsibilities?
S
S
S
S
Does the plan
identify
spokes people?
V
s
s
Does the plan
identify internal
and external
communication
linkages?
•S
•/
Does the plan
contain
procedures for
communicating
with the public
and the media?
S
S
S
S
Does the plan
contain ICS
and response
partner
telephone
trees?
•/
•S
Notes
This plan covers all-hazards, but focuses on
natural disasters. The plan does identify
spokesperson positions and has detailed
procedures for communicating with the media.
The plan contains detailed information on
communication roles and responsibilities during a
water contamination incident. Very applicable to
the RCP, but telephone trees can get out of date.
Detailed procedures for handling customer
complaint calls, but no communication linkages
outside of the utility.
This plan has some communication procedures,
but few applications to RCP except for contact
lists.
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Risk Communication Plan Guidance
Communication
Resources
2-way Radios
Communication
Briefing Locations
Emergency
Communication
Phone Lines
Emergency
Communication
Website
Spokesperson Media
Training
Public Response
Roles and
Procedures (ICS)
Exercise(s)
Availability
24/7
Large conference
room: 24/7
Employee lunch
room: 24/7
2 lines 24/7
10 lines with 4
hour notice
Utility maintains
internal website
during normal
working hours
Internal-initial
with assignment
and annual
refresher
Commercial-on
assignment to
ICS
Local
Needed for
RCP?
No
Yes
Yes
Perhaps
Yes
Yes
Yes
Number
18
Two facilities with
immediate availability
2 on a permanent basis
10 additional with notice
One internal website
4 of 6 identified
spokespersons completed
initial.
3 current with refreshers
Course has been conducted
three times since required,
to a total of 22 primary and
alternate ICS members.
Comments
Located with utility operations organization and primarily used for field
investigations. Not crucial to RCP but could serve as information conduit
to response partners during a contamination incident.
Lunchroom capacity 22 people, large conference room capacity 25.
Facilities may be strained for Joint Information Center or prolonged
operations. Should investigate larger alternative facilities.
The utility serves as alternative emergency center for the municipality,
and can activate 10 emergency lines.
Current LAN-based website only operated during normal working hours,
and is fire-walled against external access. If website access integrated
into RCP, should reconfigure for wider availability.
Good course for communication spokespersons, but personnel changes
impede keeping current. Talk to Training about expanding this.
All current ICS members and alternates have been trained, but there is
no requirement for refresher courses, nor provisions for training new
members of the ICS.
Participated in small discussion-based TTXs 2 years ago. Once the CMP
is completed, will have to set up operations-based exercises (e.g., full-
scale exercise) to test its implementation. Talk to City Manager about
city exercises.
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Risk Communication Plan Guidance
6
A.3 Comparison of Public Information Venues
Venue
Overview
Tips
Public
Meetings
The public meeting is a public forum that is fairly
structured and formal in nature, and open to the general
public (i.e., drinking water customers). The public
meeting provides a forum for water consumers and others
to interact with the officials from the water utility, lead
agency, and other participants in the remedial action and
to voice their concerns and questions. The purpose of the
public meeting is to present information to the audience
and to receive information back from them.
Presenters should include the water utility and/or primacy
agency as well as other officials. Public meetings should
be effective communication vehicles to disseminate
information on the alternate water supply, identify and
discuss the remediation and recovery option that is being
implemented, and discuss the time estimated for the
water system to resume normal operations.
The public meeting should be held in a
location that is convenient and easily
accessible to the majority of water
consumers, including any disabled
residents. The location should be
capable of accommodating the
anticipated crowd, handle any lighting,
ventilation and electrical needs, and
have adequate, convenient, well-
lighted parking.
Providing media access before the
meeting can help streamline
interactions with the media and may
give the water utility and appropriate
agencies insight into issues that may
not have been considered in preparing
for the meeting.
Public
Presen-
tations
A public presentation is an organized oral communication
to an audience. Presentations can be enhanced with
visual aids and question-answer sessions. This vehicle
should be used to make a formal announcement, such as
a revised public water use notification, or to keep the
water consumers and the community up-to-date regarding
the progress of remediation efforts.
Presentations also can be used to prepare the water
consumers and the community prior to significant events
or decisions, such as the implementation of remediation
and recovery actions or selection of an alternate water
supply.
As with meetings, presentations need
to be promoted ahead of time.
Presentations should be advertised
through the media and through
mailings.
Presentations should be scheduled at
convenient times and locations.
A press conference should be held
prior to the presentation if possible.
Presentations are most effective when
they are planned around major events.
Public
Work-
shops
Workshops are formal, participatory seminars used to
educate the participants and develop or improve the
involvement of water consumers, local officials, and other
interested parties. Technical experts may be invited to
offer an inside perspective and to increase the
effectiveness of the workshop. Workshops may be a very
powerful tool for formally educating small groups of
citizens and water consumers on: 1) provisions for
alternate water supply; 2) public notices regarding water
use restrictions; 3) decontamination and treatment
options; and 4) remediation and recovery activities.
The educational, public involvement and empowerment
values of workshops make them a key component of the
community outreach and involvement process during
rehabilitation and return to normal operations following a
contamination incident.
As with meetings and presentations,
workshops need to be promoted ahead
of time and should be advertised
through the media and mailings.
Workshops should be scheduled at
convenient times and locations.
A good workshop will include citizen
participation and provide an excellent
forum for concrete planning of next
steps and action items.
Adapted from, Response Protocol Toolbox Planning for and Responding to Drinking Water Contamination
Threats and Incidents, Module 6: Remediation and Recovery Guide (EPA, 2004)
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Risk Communication Plan Guidance
Appendix B: Communication Roles and Responsibilities
This appendix provides a description of recommended roles and responsibilities for risk
communication.
The table below contains information on local, state, regional and federal response partners that
may play a role as part of risk communication. It is important to note that each utility's local and
state policies and procedures may affect the roles described below. These variations underline
the importance of talking with and including local first responders, the local emergency planning
committee, and public health and primacy agencies in utility emergency response planning
efforts.
Potential Response Partners
Drinking water and wastewater
primacy agencies
Local health department
Local law enforcement
Local civil government
Local emergency planning
committees and emergency
management agencies
Local fire, EMS, and HazMat
Local wastewater utility
Neighboring utilities (water
and/or wastewater)
Media
Roles
Primacy agencies can be public health agencies as well as separate state or
local environmental agencies, such as state or regional water quality boards. If
contamination does occur, there may be regulatory ramifications related to
public notification. May also provide resources to a Joint Information Center, if
the incident escalates.
Provide support including consultation and public notification. Serve as conduit
to state and federal health departments and agencies. May also provide
resources to a Joint Information Center, if the incident escalates.
May serve as conduit to state and national law enforcement and intelligence
agencies.
Should an incident occur, the elected officials of different jurisdictions should
be appropriately informed of the state of the situation so that they can
effectively communicate with their constituencies. May also provide resources
to a Joint Information Center, if the incident escalates.
Primarily support risk communication activities as a conduit to other response
partner agencies at the state and federal level.
Can notify affected neighborhoods and can distribute alternate water supplies.
May also provide resources to a Joint Information Center, if the incident
escalates.
Should be consulted in the development and implementation of RCPs due to
the potential impact of contamination on wastewater operations.
Should be informed and engaged once contamination has been deemed
possible to assist in coordination of resources and communication. May
provide support in the event of a contamination incident through mutual aid
and assistance.
Local media organizations may serve as a valuable resource in
communicating messages to the public in the event a contamination incident
occurs.
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Risk Communication Plan Guidance
Potential Response Partners
State government
State health department
State emergency management
and homeland security
agencies
State law enforcement
Department of Homeland
Security
EPA regional offices and/or
laboratories
EPA On-Scene Coordinators
Federal Bureau of
Investigation
Centers for Disease Control
and Prevention
National Response Center
Roles
May be informed and engaged once contamination has been confirmed to
assist in coordination of resources and communication. May also provide
resources to a Joint Information Center, if the incident escalates.
Can provide preparedness actions by alerting health care providers of
potential contamination incidents and appropriate treatment methods. May
also provide resources to a Joint Information Center, if the incident escalates.
Provide support if a contamination incident is confirmed. May provide
resources to a Joint Information Center, if the incident escalates.
Can notify affected neighborhoods and provide support if a contamination
incident is confirmed. Should be informed if evacuations or other
transportation-related response operations are required.
May be able to support the determination of, and response to an intentional
incident, through the National Response Framework.
May assist in coordination of Federal resources (including EPA response
resources) and provide technical assistance on public notification regulations.
Provide direction, guidance and support during response activities.
May assume control of the law enforcement investigation in some instances.
May also provide resources to a Joint Information Center, if the incident
escalates.
Provide oversight to the Laboratory Response Network, a network of public
health laboratories with the ability to analyze for select agents based on
established analytical protocols. Provide technical consultation during
credibility determination and other phases of consequence management.
NRC is the 24/7 response center which is manned by the U.S. Coast Guard. It
is where releases or spills should be reported. NRC can notify other agencies
of the incident and can assist with technical support in response to the
situation.
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Risk Communication Plan Guidance
Appendix C: Communication Templates
The communication templates included in this appendix are provided as examples to be used
when developing a RCP. Each utility should modify the templates in this appendix to meet its
own specific needs.
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Risk Communication Plan Guidance
C.1 Post-Advisory Community Survey Template7
Conducting a survey after an advisory will provide crucial information on the effectiveness of
the messages and the communication preferences of a water system's audiences. This survey
can be used for phone, mail, or online formats. Questions provided are suggestions and should
be adapted to suit the advisory and community. Questions in this example can be placed in
regulated water system surveys or in public health surveys.
[Letter head or Logo]
[Water Utility] needs your help to better serve you and protect the community's health. We
want to improve public information and advice. Specifically, [Water Utility] wants to
understand how people receive information and advice about the drinking water advisory on
[date]. Your participation will help [Water Utility] improve communication in the future.
The survey below will take about [xx] minutes to complete. All information collected is
confidential. We cannot identify who does or does not participate, or link answers to any one
person.
We will use the results of this survey to [report date, how will you use/publish the data].
[Directions on how to submit the survey: Consider using e-mail and an online survey tool to
conduct the survey to make it easier to tabulate results. Otherwise, include a self-
addressed stamped envelope or postage paid form to improve response rates.]
For more information, please contact:
[Utility contact name]
[Utility contact phone]
Utility website
Adapted from: Centers for Disease Control and Prevention (CDC), Drinking Water Advisory Communication Toolbox,
available at: http://www.cdc.gov/healthvwater/pdf/emergencv/drinking-water-advisory-cornmunication-toolbox.pdf
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Risk Communication Plan Guidance
1. Which type of water do you prefer to drink? Please rank your preferences using a scale of 1-4,
with 1 as the most preferred type and 4 as the least preferred.
Water straight from the tap
Bottled water
Filtered tap water
Other (please specify)
2. How many 8-ounce glasses (the size of a soft drink can) of water do you drink on a normal day?
a o a 4-6
a 1-3 a ?+
On [date], [Water Utility] issued a [type] advisory because [reason]
3. Did you know about the [advisory] issued on [date]
a Yes
a No (Go to Question 14)
3a. What advice did you get during the advisory? Check all that apply.
Q Do not use tap water Q Do not drink tap water
Q Boil all tap water Q Was told the water was safe
Q Not sure what the advice Q I did not get any advice (Go to
was Question 4)
3b. Where did you get the information? Check all that apply.
Q Family member or friend Q Television
a [Water Utility] U Coworker
Q [Local newspaper] Q Automated Message
Q Local Radio Q Blog or other internet source
Q [Local health department] Q Door hanger
Q Website. Please specify: Q Other. Please Specify:
4. During this time, I used water straight from the tap to...Check all that apply.
a Flush the toilet U Water plants
Q Brush teeth Q Prepare and cook food
Q Make baby formula Q Shower or bath
Q Wash hands Q Give pets a drink
Q Make coffee or tea Q Drink
5. During the [advisory], did you boil the tap water before you used it?
a Yes a No (Go to Q6)
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Risk Communication Plan Guidance
5a. If yes, I used boiled water to...Check all that apply.
a Flush the toilet a Water plants
Q Brash teeth Q Prepare and cook food
Q Make baby formula Q Give pets a drink
a Wash hands Q Drink
Q Make coffee or tea
6. Did you hear the [advisory] end on [date] ?
a Yes a No
6a. If yes, where did you hear or see the end of the [advisory]? Check all that apply.
Q Family member or friend Q Television
a [Water Utility] U Coworker
Q [Local newspaper] Q Automated Message
Q Local Radio Q Blog or other internet source
Q [Local health department] Q Door hanger
Q Website. Please specify: Q Other. Please Specify:
6b. When you heard the advisory ended, did you resume regular water use?
a Yes a No
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Risk Communication Plan Guidance
C.2 Event Log Template
1. Incident Name:
2. Operational Period: Date From: Date To: Time From: Time To:
3. Name:
4. ICS Position:
5. Home Agency (and Unit):
6. Resources Assigned:
Name
ICS Position
Home Agency (and Unit)
7. Activity Log:
Date/Time
Notable Activities
8. Prepared by: Name: Position/Title: Signature:
ICS 214, Page 1
Date/Time:
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Risk Communication Plan Guidance
2. Operational Period: Date From: Date To: Time To:
1. Incident Name: Time From:
7. Activity Log (continuation):
Date/Time
Notable Activities
8. Prepared by: Name: Position/Title: Signature:
ICS214,Page2 | Date/Time:
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Risk Communication Plan Guidance
C.3 Media Tracking Report
EVENT:
DATE:
Time
Media Source
Reporter's
Name
Website
Concerns/Descriptions
C.4 Example Media Log For Phone Calls
Date
Time
Name of
Caller
Media
Outlet
Phone
Number
Question Asked
Transferred
(Y/N)-
Transferred
To
Callback
Needed (Y/N)
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Risk Communication Plan Guidance
Appendix D: Tools and Resources
The following is a list of references and Internet links that may be useful in preparing a RCP.
Drinking Water Contamination Risk Communication Publications
• Centers for Disease Control and Prevention (CDC): CDC Drinking Water Advisory
Communication Toolbox, http://www.cdc.gov/healthywater/pdf/emergencv/drinking-
water-advisory-communication-toolbox.pdf
• Critical Infrastructure Partnership Advisory Council (CIPAC): All-Hazard
Consequence Management Planning for the Water Sector, Preparedness, Emergency
Response, and Recovery. November 2009.
http://www.wef. org/uploadedFiles/Access_Water_Knowledge/Water_Security/Water_Se
curitv PDFs/All-HazardCMPNovember2009FINAL.pdf
• U.S. Environmental Protection Agency (EPA): Planning for an Emergency Drinking
Water Supply. June 2011. (EPA 600/R-l 1/054)
http://cfpub.epa.gov/si/si_public_file_download.cfm?p_download_id=502174
• EPA: Water Security Initiative: Interim Guidance on Developing Consequence
Management Plans for Drinking Water Utilities. October 2008. (EPA 817-R-08-001)
http://www.epa.gov/safewater/watersecurity/pubs/guide_interim_cmp_wsi.pdf
• EPA: Response Protocol Toolbox: Planning for and Responding to Drinking Water
Contamination Threats and Incidents. Module 5: Public Health Response Guide. Interim
Final - April 2004. (EPA 817-D-03-005)
http://www.epa. gov/safewater/watersecurity/pubs/guide_response_module5.pdf
• EPA: Response Protocol Toolbox: Planning for and Responding to Drinking Water
Contamination Threats and Incidents. Module 6: Remediation and Recovery Guide.
Interim Final- April 2004. (EPA 817-D-03-006)
http://www.epa. gov/safewater/watersecurity/pubs/guide_response_modul e6.pdf
• EPA: A Water Security Handbook: Planning for and Responding to Drinking Water
Contamination Threats and Incidents. April 2006. (EPA 817-B-06-001)
http://www.epa.gov/watersecurity/pubs/water security handbook rptb.pdf
• Water Research Foundation (WRF): Contaminant Risk Management Communication
Strategy and Tools. 2010. http://waterrf.org/PublicReportLibrary/4001 .pdf
Message Mapping Publications
• EPA: Effective Risk and Crisis Communication during Water Security Emergencies
Report. March 2007. (EPA/600/R-07/027)
http://cfpub.epa.gov/si/si public file download.cfm?p download id=461264
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Risk Communication Plan Guidance
• EPA: Need to Know: Anticipating the Public's Questions during a Water Emergency.
April 2012. (EPA/600/R-12/020)
http://cfpub.epa.gov/si/si_public record report.cfm?address=nhsrc/&dirEntryId=240476
• EP'A: Risk Communication in Action: The Tools of Message Mapping. August 2007.
(EPA/625/R-06/012) http://nepis.epa.gov/Adobe/PDF/60000IOS.pdf
• EPA: Message Mapping Video.
http://www.epa.gov/nhsrc/news/news040207.html
National Incident Management System (NIMS)
• U.S. Federal Emergency Management Agency (FEMA): For an overview of Public
Information within NEVIS, refer to the following webpage:
http://www.fema.gov/national-incident-management-system
• FEMA: FEMA National Incident Management System. December 2008.
http://www.fema.gov/pdf/emergency/nims/NIMS_core.pdf
• FEMA: NIMS Basic Guidance for Public Information Officers. November 2007.
(FEMA 517) http://www.fema.gov/library/viewRecord.do?id=3095
Online Tools
• EPA: PNiWriter, http://www.pniwriter.com
o EPA released this web-based program to help public water systems comply with
the public notification requirements of the Safe Drinking Water Act. The
PNiWriter provides a fast, user-friendly format for creating public notices that
meet all federal requirements. After users log in, they will see a series of
questions about the violation or situation requiring public notice. After answering
questions and filling in blanks, they will be able to print or download the public
notice, an instruction sheet, and a public notice certification. The program is free
and users may also access the program from the EPA Web site at:
http://water.epa.gOv/lawsregs/rulesregs/sdwa/publicnotification/compliancehelp.c
fm.
Public Notification Documents and Guidance
• EPA: Code of Federal Regulations, Public Notification of Drinking Water Violations.
40 CFRPart 141, Subpart Q (141.201-141.211). e-CFRData is current as of March 13,
2013. http://www.ecfr.gov/cgi-bin/text-
Jdx?c=ecfr&SID=4e84b641a43bc9bll06f357289cb063c&rgn=div6&view=text&node=4
0:24.0.1.1.3.16&idno=40
• EPA: Revised Public Notification Handbook. March 2010. (EPA 816-R-09-013)
http://water.epa.gov/lawsregs/rulesregs/sdwa/publicnotification/upload/PNrevisedPNHan
dbookMarch2010.pdf.
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Risk Communication Plan Guidance
o This guide was developed for community water systems and non-transient non-
community water systems. It provides instructions and includes templates that
can be used for various types of public notices.
• EPA: Public Notification Handbook for Transient Non-community Water Systems.
March 2010. (EPA 816-R-09-007)
http://water.epa.gov/lawsregs/rulesregs/sdwa/publicnotification/upload/publicnotification
handbookfortransientnoncommunitvwatersystemsmarch2010.pdf
o This guide was developed for transient non-community water systems. It
provides instructions and includes templates that can be used for various types of
public notices.
Publications on Risk Communication for Non-Drinking Water Topics
• EPA: Seven Cardinal Rules of Risk Communication: Pamphlet Drafted by Dr. Vincent
T.Covello and Frederick H.Allen. April 1988. (OPA-87-020)
http://www.epa.gov/CARE/library/7_cardinal_rules.pdf
• Agency for Toxic Substances and Disease Registry: Tools and Techniques for
Effective Health Risk Communication. 2001.
http://www.bvsde.paho.org/tutorial6/fulltext/tools.pdf
• CDC: Crisis and Emergency Risk Communication. 2012 Edition.
http://emergency.cdc.gov/cerc/pdf/CERC 2012edition.pdf
• U.S. Department of Defense (DOD): Risk Communication Plan for Health Care
Facilities for Smallpox Vaccinations - Template Guide.
http://www.smallpox.army.mil/documents/526RCStrategy.pdf
• U.S. Department of Health and Human Services (HHS): HHSPandemic Influenza
Plan. November 2005. http://www.flu.gov/planning-
preparedness/federal/hhspandemicinfluenzaplan.pdf
o Refer to Supplement 10, Public Health Communications
• National Mining Association: Media and Community Crisis Communications Planning
Template, http://www.nma.org/index.php/safetv-publications/safety-crisis-
communi cati on-templ ate
• Nuclear Regulatory Commission (NRC): Effective Risk Communication. January
2004. (NUREG/BR-0308) http://www.nrc.gov/reading-rm/doc-
collections/nuregs/brochures/br0308/b r0308.pdf
• University of Florida: Risk and Crisis Communication: When Things Go Wrong.
http://edis.ifas.ufl.edu/wc093
• World Health Organization (WHO): Effective Media Communication during Public
Health Emergencies: WHO Handbook and Field Guide. July 2005.
(WHO/CDS/2005.31)
http://www.who.int/csr/resources/publications/WHO CDS 2005 3 I/en/
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Risk Communication Plan Guidance
o This handbook describes a seven-step process to assist public health officials and
others to communicate effectively through the media during emergencies.
State Risk Communication Plans and Documents
• California Department of Health Services: Crisis and Emergency Risk Communication
Tool Kit, A Workbook For Use By Local Community Water Systems in California. March
2006.
http://www.cdph.ca.gov/certlic/drinkingwater/Documents/Security/CERCtoolkit.pdf
• Connecticut Department of Public Health: Crisis and Emergency Risk
Communication, Risk Communication Resources.
http://www.ct.gov/dph/cwp/view.asp?a=3115&q=431406
• Delaware Department of Health and Social Services: Crisis and Risk Communication
Plan. July 2008. (35-05-20/08/05/14b)
http://dhss.delaware.gov/dhss/dph/php/files/crcplan.pdf
• Kansas Department of Health and Environment: Risk Communication Standard
Operating Guides. http://www.kdheks.gov/cphp/operating_guides.htm
• Michigan Office of Public Health Preparedness: Michigan Crisis and Emergency Risk
Communication, A Guide for Developing Crisis Communication Plans. October 2003.
www. michi gan. gov/documents/Michigan Cri si s Emergency and Ri sk Communication
3_82364_7.doc
• New Mexico Department of Health: The New Mexico Pandemic Influenza Operation
Plan. July 2008.
http://nmhealth.org/FLU/docs/NM PAN FLU OPS PLAN 072008.pdf
• Texas Department of Health Services: Crisis and Emergency Risk Communication
Tools, http://www.dshs.state.tx.us/riskcomm/tools.shtm
• Washington Department of Health: Emergency Communications Toolkit.
http://www.doh.wa.gOv/PublicHealthandHealthcareProviders/EmergencyPreparedness/E
mergencyCommunicationsToolkit.aspx
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