Hoo Haven Wildlife Rehabilitation & Education Center 10823 Cleveland Road 815-629-2212 hoohaven.

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CRISIS COMMUNICATION PLAN Prepared By:

Eric Hernandez Public Relation Specialist 773-427-2183 ericahernandez@lewisu.edu

I.

Purpose

Crisis situations can occur at any time and cause a great deal of stress and bad press for organizations. Our institutions credibility depends on being prepared, practicing how a crisis will be handled and following up.

The purpose of this plan is to thoroughly go over the steps that will be taken in the event a crisis occurs. The objective is to minimize the impact it will have on our organizations image and survival.

II.

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

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

III.

What is a crisis?

A crisis is an emotionally stressful event, traumatic change, or a simple emergency that has been amplified. For each of these situations, there must be an explanatory plan to limit the effect it has on our organization. Possible Crisis Situations Impacting Hoo Haven: A wild animal that is taken into the facility instinctively attacks a volunteer or visitor.

 Hoo Haven runs out of food and supplies for the animals. Because of the Bald and Golden Eagle Protection Act (16 U.S.C 668-668d), Hoo Haven must report the death of a bald or golden eagle and send the body

Crisis Communication Plan

to the U.S. Fish and Wildlife Service. Hoo must also collect every loose eagle wing they find and send it to the U.S. Fish and Wildlife Service. If Hoo doesnt adhere to this act, their license may be revoked. Natural disaster Power outage or failure An animal gets out of hand at one of the educational programs and attacks audience members. Lawsuits

IV.
A.

Release of information
General guidelines

It is critical that Hoo Haven gives an honest, accurate and detailed response in a crisis situation. The organization, however, must keep in mind internal privacy and legalities.

The Crisis Communication team, consisting of the program director and the co-founder, will be in charge of releasing any information concerning a crisis situation. The organization director or whomever she chooses is entitled to be the voice of the organization in the event of a crisis situation.

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

Crisis Communication Plan

of a crisis. After other members of the communication response team is alerted to a crisis situation, they will notify other members.

B.

Order of notification/release

In an emergency situation, investigated and factual details should be provided to the organization director, co-founder and volunteers first. Information will then be sent to the public. Those who should be contacted include: Co-founder, organization director and volunteers Funders Prospective volunteers or funders U.S. Fish and Wildlife Service The community surrounded by the crisis situation. The media

C. Protection of privacy and concern for Hoo Haven liability Personal matters are to remain confidential. In all occasions, when the media is involved, Hoo Haven must protect the director, co-founder and volunteers right to privacy. When speculations are directed to the organization concerning a serious charge or issue, caution will be taken when releasing certain information that could affect an investigation.

If there is an injury or death, Hoo Haven will not release the names of the involved individuals until a family member or friend has been notified.

D. What should/should not be released Information that is not factual should never be

Crisis Communication Plan

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

Number of injuries or deaths Damages of buildings or contents in it Who or what caused the crisis Estimate of damages in dollar amount Any effect the crisis will have on Hoo Havens publics Time it will take for the organization to run again Events that were cancelled due to the crisis Updated events as they happen

Once proved as a fact, Hoo Haven will give information about the following: The cause of the crisis What actions will be done to get through the crisis What was damaged Background information Updates of the crisis as they happen

V.

Crisis communication procedures

1. The crisis communication team will collect the facts and will decide what actions need to be taken. A press release for the media will be the first priority. 2. The crisis communication team will decide who will talk to the media.

3. The program director will compose a list of bullet points to summarize the crisis situation and answer possible media questions. Internal publics will receive the

Crisis Communication Plan

message via phone calls, the organization website or email. External publics will receive the message through press releases. 4. A media communications center may be set up at a given location at the time of the situation. The media will be directed to this area to receive the latest information. 5. The organization director will communicate with the media and will set up press conferences, if needed. 6. Mental health seminars, grief counseling and health services will be provided to those who need assistance at the time of the crisis. The crisis communication team will find the services and will notify those who are in need of aid.

Crisis Communication Plan