Effective emergency communications

 How can communication be used to improve problem-solving in emergency situations?

PIO standing before media during a fire. Image by Copilot. 

Communication is a vital skill for effective problem-solving in emergency situations. Communication can help to:

• Alert and warn people about the nature and severity of the emergency and the appropriate actions to take (FEMA).
• Coordinate and collaborate with other responders, agencies, and organizations to ensure a timely and efficient response (WHO).
• Provide accurate and consistent information to the public and the media to reduce confusion, misinformation, and panic (VCU, 2023).
• Resolve conflicts and disagreements that may arise among different stakeholders or groups during the emergency (HealthStream, 2021).
• Support and comfort the affected people and communities and foster resilience and recovery (Frantically Speaking).

To communicate effectively in emergency situations, communicators should use a variety of tools and strategies, such as:

• Using a communication scheme or plan that incorporates risk communication principles and adapts to the changing situation (FEMA; WHO).
• Choosing the most appropriate form of communication for the situation, such as in-person events, print and broadcast media, internet and social media, etc. (FEMA; WHO).
• Identifying a credible and trustworthy spokesperson to deliver the messages (FEMA; VCU, 2023).
• Using clear, simple, and jargon-free language and visuals to convey the messages (FEMA; VCU, 2023).
• Communicating with empathy, concern, and respect for the affected people and communities (VCU, 2023; Frantically Speaking).
• Providing timely updates and feedback to the audiences and listening to their concerns and questions (FEMA).

Sources: 

FEMA. (n.d.) Chapter 3: Communicating in an Emergency in IS-0242.c: Effective Communication. https://training.fema.gov/emiweb/is/is242b/student%20manual/sm_03.pdf

WHO. (n.d.). Communicate in emergencies. https://www.who.int/about/communications/actionable/emergencies 

VCU. (2023, January 16). Crisis Communication Strategies for Emergency and Crisis Management Officials. Virginia Commonwealth University Wilder Master of Arts in Homeland Security and Emergency Preparedness Online. https://onlinewilder.vcu.edu/blog/crisis-communication/

HealthStream. (2021, April 1). Improving Communication in the Emergency Room. https://www.healthstream.com/resource/blog/improving-communication-in-the-emergency-room

Frantically Speaking. (n.d.). Effective Communication Strategies to Resolve Conflicts.  https://franticallyspeaking.com/11-effective-communication-strategies-to-resolve-conflict/

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Communication is a vital skill for effective problem-solving in emergency situations. Communication can help to:

• Alert and warn people about the nature and severity of the emergency and the appropriate actions to take1.
• Coordinate and collaborate with other responders, agencies, and organizations to ensure a timely and efficient response2.
• Provide accurate and consistent information to the public and the media to reduce confusion, misinformation, and panic3.
• Resolve conflicts and disagreements that may arise among different stakeholders or groups during the emergency4.
• Support and comfort the affected people and communities and foster resilience and recovery5.

To communicate effectively in emergency situations, communicators should use a variety of tools and strategies, such as:

• Using a communication scheme or plan that incorporates risk communication principles and adapts to the changing situation12.
• Choosing the most appropriate form of communication for the situation, such as in-person events, print and broadcast media, internet and social media, etc12.
• Identifying a credible and trustworthy spokesperson to deliver the messages13.
• Using clear, simple, and jargon-free language and visuals to convey the messages13.
• Communicating with empathy, concern, and respect for the affected people and communities35.
• Providing timely updates and feedback to the audiences and listening to their concerns and questions135.

AI helps dispatchers

 

Dispatcher Image created by Copilot

Amidst stormy conditions, 911 call centers frequently face a deluge of reports involving fallen trees, flooded roads, and distressed residents. Each call is crucial, yet the inundation of duplicate reports strains emergency services, creating a challenging environment.

In the midst of this chaos, artificial intelligence (AI) has emerged as a valuable ally. In the United States, AI is quietly revolutionizing the handling of non-emergency calls in dispatch centers during crises. AI-driven systems effectively triage and coordinate the influx of reports, promptly notifying relevant agencies.

Currently, AI systems manage non-emergency calls, typically originating from non-911 phone numbers but answered in the same centers. This allows human dispatchers to concentrate on emergencies.

The incorporation of AI into 911 centers responds to a severe staffing crisis and the imperative to address the mental health challenges faced by emergency responders. Although AI offers potential advantages, such as managing call surges and alleviating dispatcher workloads, experts express concerns about potential biases leading to overprescription of police responses or errors.

Presently, fewer than a dozen localities across seven states are either using or testing AI in their 911 centers. However, leaders in various industries are contemplating how AI can revolutionize workplaces.

Ty Wooten, the director of government affairs for the International Academies of Emergency Dispatch, views the use of AI for non-emergency calls as a positive development. He sees the significant benefit of diverting these calls from the 911 center queue, enabling call takers to focus on critical emergencies.

Emergency call centers are grappling with a staffing shortage, with one in four jobs vacant between 2019 and 2022, leading to concerns about unanswered calls and lengthy queues. Wooten highlights the resulting burnout and high turnover, creating a challenging cycle.

There is currently minimal regulation on how AI can assist, with only a few states establishing AI regulatory frameworks. Public safety agencies approach new technologies cautiously, including AI, due to concerns about potential disruptions.

Despite reservations, some municipalities in Colorado, Maryland, Missouri, Oregon, South Carolina, Texas, and Virginia have begun testing or implementing AI systems for non-emergency calls. Companies like Amazon Web Services and Carbyne offer AI products for 911 centers.

In South Carolina, for instance, Amazon Connect handles non-emergency calls, redirecting callers to appropriate resources, allowing human dispatchers to prioritize emergency call-taking. This system, costing about $2,800 per month, has reduced administrative calls by 36%, demonstrating increased efficiency.

While concerns exist about AI displacing dispatcher jobs, leaders emphasize that the goal is to enhance existing roles rather than eliminate them. Some call centers have reported positive outcomes, such as increased efficiency and stress relief for call takers.

However, concerns about bias in AI systems persist, as these systems may replicate human biases on a large scale. If developers embed biases favoring police responses, AI systems may inaccurately prescribe police involvement when alternative resources are more appropriate.

Source: AI bots are helping 911 dispatchers with their workload - Stateline

Report describes Police failure in Uvalde

AI generated picture of police cars outside a school

In the aftermath of the tragic Robb Elementary mass shooting in Uvalde, Texas, the Justice Department released a scathing report detailing significant failures in the law enforcement response. On May 24, 2022, a gunman entered the school, killing 19 fourth-graders and two teachers while nearly 400 law enforcement officers failed to intervene.

The 600-page report, released on Thursday, outlined a series of cascading failures in the immediate response to the massacre. The key finding emphasized that officers should have recognized the situation as an active-shooter event and intervened immediately. Instead, they followed the lead of then-Uvalde school district Police Chief Pete Arredondo, treating it as a barricaded situation. The report suggested that flawed training may have contributed to this decision.

The response breakdown was evident as officers prioritized evacuating other classrooms rather than confronting the active shooter. The report revealed that no leader took control of the scene, and arriving officers believed inaccurate information, further delaying intervention. The 11 initial responders, including Chief Arredondo, retreated from entering the classrooms where the shooter was, waiting over an hour before taking action.

The report also highlighted missteps after the shooting, exacerbating the trauma for victims' families. Law enforcement vehicles blocked ambulances, and children with gunshot wounds were placed in school buses, worsening the distress for parents witnessing their injured children being taken away.

The communication breakdown added to the grief, with officials providing inconsistent and inaccurate information. The report criticized school officials for inaccurately assuring the public of safety during the active shooting and the delayed announcement of the shooter's death, creating confusion and rumors among parents gathered at the school.

The Texas Department of Public Safety (DPS), tasked with investigating the incident, faced severe criticism in the report. DPS set up its command post at a crime scene-affected funeral home, leading to unnecessary contamination. Furthermore, the department rejected FBI assistance and mishandled evidence processing, allowing critical evidence to be compromised by weather conditions.

The Justice Department's investigation aimed to address the concerns of victims' families, who felt the local district attorney's probe had stalled. Families hoped the report would bring attention to the failures and contribute to accountability in a community divided over discussions surrounding the tragic event.

The report concluded with over 200 recommendations, emphasizing the need for clearer policies, better training, and improved communication in handling active attacks. President Biden seized the opportunity to call for stricter gun laws, including universal background checks and an assault weapons ban.

As Uvalde attempts to heal, the Justice Department emphasized the importance of transparency, accountability, and implementing changes to prevent such failures from reoccurring. The community, still grappling with the aftermath, hopes that the report will facilitate healing and prompt necessary reforms in law enforcement practices and school safety protocols.

 

In the aftermath of the tragic Robb Elementary mass shooting in Uvalde, Texas, the Justice Department released a scathing report detailing significant failures in the law enforcement response. On May 24, 2022, a gunman entered the school, killing 19 fourth-graders and two teachers while nearly 400 law enforcement officers failed to intervene.

The 600-page report, released on Thursday, outlined a series of cascading failures in the immediate response to the massacre. The key finding emphasized that officers should have recognized the situation as an active-shooter event and intervened immediately. Instead, they followed the lead of then-Uvalde school district Police Chief Pete Arredondo, treating it as a barricaded situation. The report suggested that flawed training may have contributed to this decision.

The response breakdown was evident as officers prioritized evacuating other classrooms rather than confronting the active shooter. The report revealed that no leader took control of the scene, and arriving officers believed inaccurate information, further delaying intervention. The 11 initial responders, including Chief Arredondo, retreated from entering the classrooms where the shooter was, waiting over an hour before taking action.

The report also highlighted missteps after the shooting, exacerbating the trauma for victims' families. Law enforcement vehicles blocked ambulances, and children with gunshot wounds were placed in school buses, worsening the distress for parents witnessing their injured children being taken away.

The communication breakdown added to the grief, with officials providing inconsistent and inaccurate information. The report criticized school officials for inaccurately assuring the public of safety during the active shooting and the delayed announcement of the shooter's death, creating confusion and rumors among parents gathered at the school.

The Texas Department of Public Safety (DPS), tasked with investigating the incident, faced severe criticism in the report. DPS set up its command post at a crime scene-affected funeral home, leading to unnecessary contamination. Furthermore, the department rejected FBI assistance and mishandled evidence processing, allowing critical evidence to be compromised by weather conditions.

The Justice Department's investigation aimed to address the concerns of victims' families, who felt the local district attorney's probe had stalled. Families hoped the report would bring attention to the failures and contribute to accountability in a community divided over discussions surrounding the tragic event.

The report concluded with over 200 recommendations, emphasizing the need for clearer policies, better training, and improved communication in handling active attacks. President Biden seized the opportunity to call for stricter gun laws, including universal background checks and an assault weapons ban.

As Uvalde attempts to heal, the Justice Department emphasized the importance of transparency, accountability, and implementing changes to prevent such failures from reoccurring. The community, still grappling with the aftermath, hopes that the report will facilitate healing and prompt necessary reforms in law enforcement practices and school safety protocols.

Source:

Findell, E. & Gurman, S. (2024, January 18). Uvalde's 'Significant Failure' in Response: What to Know About DOJ Report  - WSJ

UN Agency tied to Hamas

AI generated picture of UN workers

Title: "UN Agency Faces Allegations of Ties to Hamas, Threatening Its Humanitarian Mission"

In the heart of the Gaza Strip, where the United Nations Relief and Works Agency (UNRWA) has long been a lifeline for Palestinian refugees, a cloud of suspicion has cast a shadow over the organization. Accusations of ties to Hamas, a designated terrorist group, have ignited a crisis that challenges UNRWA's reputation as a neutral humanitarian agency.

The roots of this controversy trace back years, with reports of weapons caches found in UNRWA-operated schools and underground tunnels beneath their facilities. Instances of aid theft by Hamas and confrontations over textbooks promoting anti-Israel sentiments added to the mounting concerns. In 2014, the collapse of part of UNRWA's headquarters parking lot hinted at a deeper issue – a Hamas tunnel lurking beneath.

The revelation that a dozen UNRWA employees allegedly participated in the October 7 attacks on Israel has propelled suspicions to the forefront. Six employees were reportedly among the assailants, coordinating logistics, providing weapons, or preparing for the assault. Israeli intelligence estimates suggest that 10% of UNRWA's Gaza staff are affiliated with or have family ties to Hamas or Palestinian Islamic Jihad.

The fallout has been swift and severe. Western donors, responsible for the majority of UNRWA's $1.3 billion budget, are questioning the agency's neutrality and considering withdrawal. Eighteen countries, including the United States, have suspended funding. UNRWA's director general, Phillipe Lazzarini, claims the agency swiftly terminated the accused employees and criticized the funding freeze as "collective punishment."

The allegations have geopolitical implications, with Israeli Prime Minister Benjamin Netanyahu advocating for UNRWA's replacement by neutral bodies. Secretary of State Antony Blinken acknowledged the credibility of Israel's claims but emphasized that individual actions should not tarnish the entire agency.

Amidst the accusations, UNRWA's role in providing shelter and aid during conflicts remains crucial. The agency, initially established to assist refugees of the 1948 Arab-Israeli war, has evolved into a massive organization with 30,000 staff operating in Gaza, the West Bank, Jordan, Lebanon, and Syria. UNRWA's functions extend beyond emergency relief, encompassing education, healthcare, and municipal services.

Critics argue that UNRWA's involvement in municipal tasks may have inadvertently facilitated Hamas's military activities, including the construction of underground tunnels. Israeli officials claim that the tunnels, potentially holding Israeli hostages, were discovered with entrances inside UNRWA-operated facilities.

Beyond the current crisis, the story delves into UNRWA's historical challenges. Operating since the aftermath of World War II, the agency faced opposition to permanent resettlement, shaping its unique definition of a refugee that extends even to those fully resettled in other countries. The Trump administration's funding cut in 2018, citing unsustainable practices, was reversed by the Biden administration in 2021.

The ongoing investigation into UNRWA's alleged ties to Hamas and its role in the October 7 attacks will likely reshape its postwar future. U.S. officials emphasize the need for fundamental changes before resuming direct funding. As the controversy unfolds, the humanitarian mission of UNRWA, essential for many in the region, hangs in the balance.

Source: 

Luhnow, D. & Keller-Lynn, C. (2024, February 2). A U.N. Agency Is Accused of Links to Hamas. The Clues Were There All Along. - WSJ