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High River Recovery Toolkit 5 - Communications & Stakeholder Engagement Guide
- 1. Municipal Recovery Plan ToolkitTraining Module #5 COMMUNICATIONS AND STAKEHOLDER ENGAGEMENT
- 2. • PDR Contingency Plan & DSRP allow the community to see itself reflected in key decisions and actions • Effective communications and stakeholder engagement (CSE) helps reduce the emotional turbulence caused by a disaster and increases personal resilience • Community needs to be able to participate in recovery • Public participation and collaboration is key INTRODUCTION
- 3. To facilitate a deeper understanding of CSE in support of disaster recovery within the municipal context. This guide will provide an improved knowledge of CSE and reveal how CSE supports the PDR Contingency Plan by gaining mutual understanding, leveraging the power of partnerships, and enabling beneficial dialogue. INTENT
- 4. DESIRED OUTCOMES • Understand the role and risks to CSE • Understand how to conduct a CSE needs assessment • Understand public participation best practices • Understand risk communications goals and best practices • Understand how to manage CSE and develop a CSE plan
- 5. AGENDA • Overview — Guide #5: Communications & Stakeholder Engagement • Information Requirements • Participants’ Advice & Opinions • Summary
- 7. OVERVIEW – GUIDE #5 • Framing Communications and Stakeholder Engagement • The Components of CSE • The CSE Plan and Tools
- 9. THE ROLE OF CSE • CSE supports the broader recovery strategy, supporting municipal governance and fulfilling the government’s obligation to consult and inform the public • Effective CSE will promote recovery, provide situational awareness, and mitigate the disaster’s emotional impact • Pre-and-post event recovery planning requires a common understanding of recovery needs and plans, and sharing of information to achieve awareness
- 10. THE IMPORTANCE OF CSE • CSE is an iterative process that organizes information for socializing the municipal recovery work using verbal, written, and electronic means • Incorporates feedback to constantly improve decision-making and the municipality’s recovery efforts • Informs, consults and gathers information, analyzes feedback, and disseminates relevant information during disaster recovery
- 11. THE IMPORTANCE OF CSE • CSE should be integrated within the cycle of municipal recovery efforts
- 13. COMMUNICATIONS • Communications need to be “relevant, clear, and targeted” (Australian Red Cross) • Effective communications help achieve mutual understanding and overcome information asymmetry • Communications approach needs to be focused, collaborative, timely, accurate, and responsive • Approach needs to advance recovery planning, aid in recovery, and improve a community’s social well-being
- 14. GUIDING PRINCIPLES FOR COMMUNICATIONS • Be First • Be Correct • Be Clear These principles are useful in both pre-event and post-event planning: • Be Complete • Be Considerate • Promote Action
- 15. • Engagement is an active process of sharing and listening • Implies both parties are communicating and incorporating feedback into their perspectives • Ignoring feedback from stakeholders risks alienation and generates friction between the parties • Although not necessary to act on all feedback, it is recommended to acknowledge the differing perspectives STAKEHOLDER ENGAGEMENT
- 16. • Stakeholders want to communicate with those responsible for planning and leading disaster recovery to hold them accountable to address their needs • Stakeholder engagement seeks to understand the needs, wants, and interests of stakeholders to provide a fact-based context and scoping for recovery activities STAKEHOLDER ENGAGEMENT
- 17. STAKEHOLDER ENGAGEMENT 4 Cs of Engagement CREATE Opportunities for stakeholders to be heard and indicate their preferences on options presented COLLABORATE to get shared visions and plans, identify themes, and get feedback COLLECT information to get feedback and integrate it into decision making CLOSE the loop in a timely manner to show how decisions incorporated input and solicited guidance
- 19. RECOVERY CSE OBJECTIVES • To maintain an effective and ongoing dialogue with the community by both informing and listening • To consult with community stakeholders in recovery policy development, planning and project delivery • To involve the community in matters that directly affect them in a specific location or in the delivery of municipal services • To collaborate with and empower the community to deliver select services on behalf of the municipality • Ensure the community understands how their input has influenced municipal decision-making • To continue to develop and improve the municipality’s community CSE capacity
- 20. CSE METHODS COMMUNITY CSE METHODS PUBLIC MEETINGS ONSITE ENGAGEMENT VISION SURVEYS ELECTRONIC SURVEYS HARD COPY SURVEYS ROUNDTABLES & FORUMS WORKSHOPS FOCUS GROUPS
- 22. CSE TOOLS • Communications Needs Assessment • Recovery CSE Mapping Tool • Stakeholder Engagement Synchronization Matrix • Stakeholder Engagement Flowchart • CSE Plan - Template Refer to Municipal Recovery Plan Toolkit Guide #5 Appendices to access CSE tools.
- 24. INFORMATION REQUIREMENTS 1) What communications training does the municipality currently perform (including IAP2)? 2) What is the current municipal context for stakeholder engagement? Public participation? 3) What is the current KM development process? 4) What forms of community CSE methods are used (town halls, social media, and print)? 5) Has the community defined and mapped the vulnerable population and the isolated elements of community?
- 26. IR #1 – MUNICIPAL COMMUNICATIONS TRAINING • IR #1: What communications training does the municipality currently perform (including IAP2)? • Review: POL-04-100-02 (Communications Policy) • Advice & Opinions: Method: Plenary Discussion Use ToHR Policy; Handout Link
- 27. IR #2 – MUNICIPAL STAKEHOLDER ENGAGEMENT • IR #2: What is the current municipal context for stakeholder engagement? Public participation? How does it relate to disaster risk reduction? • Review: LEGSERV-POL-102-00 (Community Engagement) • Advice & Opinions: Method: Plenary Discussion Use ToHR Policy; Handout Link
- 28. IR #3 – KEY MESSAGING • IR #3: What is the current Key Messaging development process? • Review: POL-04-100-02 (Communications Policy) • Advice & Opinions: Method: Plenary Discussion Use ToHR Policy Link
- 29. IR #4 – COMMUNITY CSE METHODS • IR #4: What forms of community CSE methods are used (such as town halls, social media, print)? • Review: POL-04-100-02 (Communications Policy) • Advice & Opinions: Method: Plenary Discussion Use ToHR Policy Link
- 30. IR #5 – VULNERABLE AND ISOLATED POPULATION • IR #5: Has the community defined and mapped the vulnerable population and the isolated elements of community? Define these groups. Determine how to consider the vulnerable in pre-disaster planning. What engagement should be considered? • Advice & Opinions: Method: Plenary Discussion
- 31. SUMMARY • Prior to the writing the PDR Contingency Plan, it is important for the municipality to frame the aforementioned aspects of disaster recovery • Participants’ advice and considerations to inform the development of the community’s PDR Contingency Plan • Further consultation and feedback will be sought as necessary
- 32. Dana Woodworth, woodworthd@ae.ca Brian MacGillivray, macgillivrayb@ae.ca QUESTIONS & CONTACT INFORMATION
Editor's Notes
- Intent. The intent of this municipal recovery guide is to facilitate a deeper understanding of CSE in support of disaster recovery within the municipal context. This module will provide an improved knowledge of CSE planning and activities. It will reveal how CSE supports the PDR Contingency Plan by gaining mutual understanding, leveraging the power of partnerships, and enabling beneficial dialogue, and demonstrate how to do so.
- Desired Outcomes. The following are the desired outcomes for Guide #5: Understand the role and risks to CSE Understand how to conduct a CSE needs assessment Understand public participation best practices Understand the goals and best practices associated with risk communication Understand how to manage CSE Understand how to develop a CSE plan
- CSE plays a supporting role to a broader overarching recovery strategy, supporting municipal governance and fulfilling the natural human desire to be consulted and informed. Effective CSE will promote the long-view required in municipal disaster recovery, provide situational awareness for all stakeholders, and mitigate the emotional impact of the disaster on the affected community. This is achieved by both sharing and receiving information in support of recovery decision-making and collaboration.
- CSE can be viewed as an iterative process that organizes information for socializing the municipal recovery work using verbal, written, and electronic means This involves a series of events that incorporates feedback to constantly improve the effectiveness of decision-making and the municipality’s recovery efforts
- Possible CSE integration into municipal recovery efforts as a simplified cycle supporting recovery efforts.
- The PDR Contingency Plan and the DSRP must be disseminated to be effective. This doesn’t happen without deliberate effort. Effective communications help achieve mutual understanding and overcome the heightened information challenges present after a disaster, such as bias, misinformation, psychosocial, and economic impacts. The approach to communications should advance recovery planning, aid in the delivery of comprehensive recovery efforts, and improve the social well-being of a municipality. The communications approach needs to be focused, collaborative, timely, accurate, responsive, anticipate points of friction, help manage issues of concern, and assist in identifying opportunities; all while ensuring factual information is available.
- By engaging, we refer to an active process of sharing and listening. This implies that both parties are communicating and incorporating feedback into their perspectives. By ignoring feedback from stakeholders, risks alienation and generating friction between the parties. Although it is not necessary to act on all feedback, it is recommended to acknowledge the differing perspectives. TWO MONOLOGUES DO NOT MAKE A DIALOGUE JEFF DALY
- Stakeholders want to communicate with those responsible for planning and leading disaster recovery. They wish to hold them accountable to address their needs. Stakeholders need to be supported, consulted, and informed throughout the entire process of recovery. Stakeholder engagement seeks to understand the needs, wants, and interests of stakeholders to provide a fact-based context and scoping for recovery activities.
- Think of engagement as two-way communications, informing decision-making and gaining momentum for recovery action to occur. It can be framed as the four Cs of engagement as illustrated in this slide.
- It is important to create a CSE plan with pre-existing mechanisms for coordination and consistent communications with all organizations and individuals before a crisis happens. This enables community driven initiatives, manages expectations, and better prepares municipal representatives. The CSE plan supports the develop of a community’s PDR Contingency Plan. It should be noted that the CSE linkages are not newly created solely for recovery but extend back through the response phase and originate in the municipality pre-disaster. Establishing an effective pre-disaster CSE plan will provide the optimum basis for growth and augmentation during recovery operations.
- Development of recovery CSE objectives requires analysis of the information that has been gathered from earlier recovery planning and knowledge of the community requirements for information. Remember that the conduct of CSE is not an end to a means but rather a supporting effort to make the PDR Contingency Plan more effective. Recovery CSE enables community participation. Some examples of recovery CSE objectives include: To maintain an effective and ongoing dialogue with the community by both informing and listening To consult with community stakeholders in recovery policy development, planning and project delivery To involve the community in matters that directly affect them in a specific location or in the delivery of municipal services To collaborate with and empower the community to deliver select services on behalf of the municipality Ensure the community understands how their input has influenced municipal decision-making To continue to develop and improve the municipality’s community CSE capacity (Emergency Management Victoria, p. 6)
- It is important to create a CSE plan with pre-existing mechanisms for coordination and consistent communications with all organizations and individuals before a crisis happens. This enables community driven initiatives, manages expectations, and better prepares municipal representatives.
- As reflected in Guide #5, various CSE tools have been provided to support Recovery CSE. Some of these include: Communications Needs Assessment Recovery CSE Mapping Tool Stakeholder Engagement Synchronization Matrix Stakeholder Engagement Flowchart CSE Plan - Template
- In addition to providing an overview of the learnings from this guide, the intent is to extract the community representative’s advice and opinions that supports the developing of the community specific, pre-disaster recovery plan. This session is designed to draw advice or opinions for the following information requirements: What communications training does the municipality currently perform? Including IAP2 What is the current municipal context for stakeholder engagement? Public participation? What is the current KM development process? What forms of community CSE methods are used? Such as Town Halls, social media, and print. Has the community defined and mapped the vulnerable population and the isolated elements of community?