Part one of the Emergency Information Training at CEMA in March 2015. Focus on role/functions of the EIO and IMS.

1. Emergency Information Officer:
New tools, new challenges
Calgary Emergency Management Agency
March 2015

2. Sensitivity Level
2
Your instructor
Patrice Cloutier
• Team Lead, Ontario Ministry of
Community Safety and Correctional
Services
• Team Lead, CanVOST

3. Sensitivity Level
3
What we’ll look at today
• Emergency Management and the role of the EIO/PIO
• Social convergence and incident communications
• Crisis communications planing and technique
(message mapping)
• Summary / Concluding Remarks

4. Sensitivity Level
4
Providing Information During Emergencies
• Characteristics of emergency information
o informs/helps people keep their families
and property safe
o persuades people to adopt the behaviour
that authorities recommend
(evacuation/shelter in place/survival kits)
o positions response under best possible
light (the PR element)

5. Sensitivity Level
5
Providing Information During Emergencies
• What does emergency information (EI)
include?
o Processes/procedures and channels in place to
communicate accurate and timely information
about an emergency, its scope and impact
o Information on how organizations are
responding to the incident/emergency
o Complex interactions and information sharing
between stakeholders involved in
communicating with the public

6. Sensitivity Level
6
Providing Information During Emergencies
• What are the sources for EI?
o Incident commander/EOC manager
o Feedback from responders
o Feedback from the public and the media
o Information gathered through monitoring
social media channels
o EIOs in the field
• Must verify and corroborate source/information
• Ensure coordination between all stakeholders

7. Sensitivity Level
7
Providing Information During Emergencies
• Perception is reality
o Public’s understanding not all based on facts
o Social media “rumour mill” and info channel
• Importance of maintaining the public trust
o EI needs to address legitimate fears and
concerns
o Use effective crisis communications techniques
o Many responses have been undermined by
ineffective communications

8. Sensitivity Level
8
Incident Management System
• EIO/PIO part of command
staff
• Key advisor on
communications/PR
to I/C
• Manages all EI-related
activities during an
emergency

9. Sensitivity Level
9
The EIO Under IMS
• The EIO is responsible for the development and
release of emergency information regarding the
incident to the public.
• Command must approve all emergency
information that the EIO releases.
• During a Complex Incident, the EIO may have
others, even a team, to support and perform EI
activities.

10. Sensitivity Level
10
EIO Functions Under IMS
Advise Command
Coordinate EI with all stakeholders
Establish an emergency information centre (EIC) and/or
media centre
Create key messages
Coordinate media relations
Coordinate web/social media, public inquiry line
Report back to Command any significant information
received through public/media sources
Monitor media/social media to counter
misinformation/rumours

11. Sensitivity Level
11
The Emergency Information Officer
Prior to incident:
Drafts and maintains EI plans
Practice: response plans should have an EI
component
Ensures that incident commanders, EOC and
Community Control Group members know the plan
Ensures that staff are trained to implement the
plan
Ensures that surge capability exists or can call in
outside assistance

12. Sensitivity Level
12
The Emergency Information Officer
In simple incidents, might be the only EIO and
handles media, all writing and coordination of public
inquiries, social and traditional media monitoring
If working shifts, need an EIO for each shift
When overwhelmed, implement surge capability
and have assistant EIOs assigned specific duties
(media, writing, monitoring, etc)
Note re. sign-off authority for EI materials—at least
two, well identified

13. Sensitivity Level
13
EI Activities and Products
How to get the message out!
Media advisories
News releases
Backgrounder/Fact Sheets
Web updates and social media posts
Town hall/public meetings
News conferences and media briefings
Interviews
Credible, trusted spokesperson

14. Sensitivity Level
End of part one
The EIO: key command function …
Coordination role …
Link between site/EOC
Questions and comments