Communicating about Disasters

Thanks Sasha - a good article - Considering a high percentage of NPO's work in the field of disaster relief I'm sure this will be appreciated.

What a great topic to discuss, especially in light of Hurricane Gustav. I read Nancy Schwartz’s piece about practical tips for nonprofits, and although I found it illuminating and helpful, I have to say that the actual logistics of disaster management are more complex than I think she allows for. For instance, she writes:

“Communicate broadly and clearly about how donations are managed, where they are going and what your organization's relief effort is achieving.”

That’s great advice, but what does that ACTUALLY look like, logistically? Relief efforts often happen within the span of a few days or weeks, and orchestrating that kind of effective communication, not just regarding funding, but regarding the actual management of the disaster, require foresight and high levels of preparation and organization. Furthermore, disaster and emergency management frequently requires multiple organizations coordinating with one another, so does communication look like using an excel spreadsheet that you save and send back and forth between organizations? Does it look like taking notes on a notepad, and filing them? Does it look like a million phone calls?

I work for a small company in Salt Lake City, called ClientTrack, that has a far better solution for disaster and emergency preparedness and management. ClientTrack is basically case management software that is web-based. Regarding disaster management, our software can be quickly deployed as a database that multiple organizations can access and enter information into, enabling widespread tracking of people – one of the most important components of disaster management. ClientTrack is also extremely easy-to-use, can manage housing, and provides a place to locate, secure, and refer services.

One of our developers says that his best day working at ClientTrack was when he was working in San Antonio during Hurricane Katrina, deploying ClientTrack to help organizations coordinate their disaster relief efforts, and one man’s suicide was prevented because ClientTrack’s database located his family, whom he had presumed dead.

For more specifics of how ClientTrack excels at disaster and emergency management, check out an article we wrote.

Best wishes, and shoot me an email if you have any questions!

Kate Reece
www.clienttrack.net

That’s great advice, but what does that ACTUALLY look like, logistically? Relief efforts often happen within the span of a few days or weeks, and orchestrating that kind of effective communication, not just regarding funding, but regarding the actual management of the disaster, require foresight and high levels of preparation and organization. Furthermore, disaster and emergency management frequently requires multiple organizations coordinating with one another, so does communication look like using an excel spreadsheet that you save and send back and forth between organizations? Does it look like taking notes on a notepad, and filing them? Does it look like a million phone calls?

 

Hi Kate - Inter-organisational communications during disaster generally follows the form and practice outlined in NIIMS (US - National Inter-Agency Incident Management System), or ICS (the International Incident Control System). The logistics of disaster communications usually falls to the Comms section under Incident Control, although can be a sub-set function of the Logistics Section.

Software used for disaster comms really needs to be NIIMS (or ICS) compliant if expected to provide an aid to effective inter-organizational deployments. In the Open Source (free software) world this would be the Sahana Disaster Management System

Disclaimer: I am a former emergency/disaster services manager and have an involvement with the Sahana project :-) 

donc

I am a former emergency/disaster services manager

Don,

Working with donor management software, I've been pondering lately the question on how donor management interfaces with the actual on-the-ground management of a disaster. Clearly they require very different skills, yet it is when a disaster hits that many people are moved to donate. So, what makes it easier for that all to work together, i.e. to handle the real physical crisis and also to do the fundraising end of things when people are inspired to donate?

Thanks,

Sasha

Sasha

Don,

Working with donor management software, I've been pondering lately the question on how donor management interfaces with the actual on-the-ground management of a disaster. Clearly they require very different skills, yet it is when a disaster hits that many people are moved to donate. So, what makes it easier for that all to work together, i.e. to handle the real physical crisis and also to do the fundraising end of things when people are inspired to donate?

Thanks,

Sasha

Hi Sasha,

Disasters do tend to bring out the best in people :-) Donations during distaser can be monetary although in my experience also include donations of time and skills, clothing, housing/accomodation, food and other essentials.

Most disasters are managed by means of an Incident Management Team (IMT) operating from an EOC (Emergency Operations Centre). The IMT is structured to include functions of Operations, Planning, Logistics and Management Support under the overiding umbrella of Incident Command & Control. The Incident Controller and Operations Officer will assess incident/disaster needs and as necessary instruct Logistics of any upcoming requirements. The Planning Officer/Section also works with Logistics to ensure all projected incident requirements are properly resourced and met. The reason I'm outlining this is to put into perspective the role of Logistics, who in turn establish donor registars, donation "hotlines' and any other services or systems as may be required.

It's common for the Logistics section to include an Inter-Agency Liaison Officer and NPO representatives in recognition these are often the individuals and orgs best placed to manage donations on behalf of Logistics and Incident Control. The Red Cross and Salvation Army are two NPO's often engaged by an IMT to do this work.

This is obviously a very brief synopsis, however hopefully gives an idea of how it all comes together...

Don

donc

It's common for the Logistics section to include an Inter-Agency Liaison Officer and NPO representatives in recognition these are often the individuals and orgs best placed to manage donations on behalf of Logistics and Incident Control. The Red Cross and Salvation Army are two NPO's often engaged by an IMT to do this work.

Thanks, Don. This is very interesting.

In other words, there is a control center (EOC) which has the overview and seeks to manage all necessary aspects, such as donations/funds? And then parts of that work is delegated to other organizations who are skilled at particular aspects, such as Red Cross for connecting with and soliciting donations?

Do you know how the many smaller organizations that also respond to the crisis are integrated into this, or are they not integrated, but work more or less freelance?

I live close enough to the area that was impacted by Hurricane Katrina to have seen how many small churches, animal shelters, and individuals wanted to respond in some sort of concrete way. They often did so but not through the Red Cross or any other large agency. What kind of efforts are made to tie in with these smaller initiatives?

Thanks,

Sasha

In other words, there is a control center (EOC) which has the overview and seeks to manage all necessary aspects, such as donations/funds? And then parts of that work is delegated to other organizations who are skilled at particular aspects, such as Red Cross for connecting with and soliciting donations?

Hi Sasha,

The EOC manages the incident or disaster and will as necessary determine requirements, direct and distribute funds depending on need and status (ie: active disaster mitigation, rescue, disaster victim recovery mode etc.). The matter of establishing donation lines and centers is often delegated to NPO's, just as the task of allocating (and sometimes expending) funds is likewise often delegated to NPO's. The IRC - International Association of the Red Cross - is one org that's frequently tasked to raise and expend funds during the 'restoring normalcy' phase of disaster recovery work. Not all monies are raised or allacated this way, but some.

Do you know how the many smaller organizations that also respond to the crisis are integrated into this, or are they not integrated, but work more or less freelance?

They usually contact and interact with disaster managers via the EOC Inter-Agency Liaison Officer (I've worked in this capacity a few times). This person doesn't directly manage all aid-agencies and other NPO's working a disaster; however they will ensure all these groups are informed of disaster requirements, areas of hazard and no-go zones, expected roles and responsibilities etc. As a general rule all aid agencies working a disaster zone do so under the authority of the IMT Logistics Section whilst the IMT remains in operation. It's also worth noting that nowadays most IMT's tend to remain in operation for much longer periods. Historically an IMT only existed until a disaster was effectively mitigated (the flood waters receded, or the fire was put out etc.)... Nowadays IMT's tend to remain in operation until 'normalcy is restored'... This means until such time as people have their lives back together.

I live close enough to the area that was impacted by Hurricane Katrina to have seen how many small churches, animal shelters, and individuals wanted to respond in some sort of concrete way. They often did so but not through the Red Cross or any other large agency. What kind of efforts are made to tie in with these smaller initiatives?

It's all about pre-planning. Locating and distributing resources is usually one of the biggest problems during a disaster... yet often these resources exist right under our noses; we just don't know they are there. While it's great to get a phone call at 3:00 am from an NPO offering help during an escallating fire storm, trouble is by then it's usually too late to mobilise these resources to areas of direct and urgent need (money, food, clothing, shelter etc.).

Smaller NPO's wanting to help during disaster need to involve themselves (at the community level) with local disaster prevention planners before the event. They should make contact with disaster planners via local police and/or local government to ensure planners know what resources they have available and incorporate these into local displans (the Disaster Mitigation Plans we use during disasters to identify locally available resources). They really just to ensure they are involved before a disaster happens.

Thanks, Don. This is very helpful. 

donc

Smaller NPO's wanting to help during disaster need to involve themselves (at the community level) with local disaster prevention planners before the event.

This doesn't take into account the wide-spred emotional response that happens in connection with a disaster. Many people haven't even thought of donating to a given cause until the disaster strikes. And the desire to help, isn't just local. It is much more wide spread, beyond the scope of being able to know where to call to let people know you are there to help. You want to help where ever the disaster strikes, and that isn't something that we know ahead of time. How is this handled... or is it not? Does a lot of money and effort go to waste? How can that best be avoided?

Or is this just the way it is with disasters?

I am particularly coming at this from the perspective of how to use technology to help. There is a lead time needed to get technology in place and to use it effectively. But during a disaster there is all the extra desire to help, which I saw manifest in person after Hurricane Katrina. How is that harnessed, or is it not?

Thanks,

Sasha

Hi Sasha,

This is really starting to touch on the heart and soul of disaster management. Like you I’m coming at this from a perspective of technological need and the ways technology can help mitigate the impact of disaster - In fact my whole raison d’etre, years of involvement with TechSoup, rationale for leaving a full-time active disaster mitigation role, studying and entering the field of IT and distributing freeware disaster software are all underpinned by this simple need. The task of saving human lives is enhanced when we implement robust, scaleable, and maintainable ICT’s (information and communications systems). I have seen this proven time and again in some of the worst disasters imaginable.

This is also why I’m maybe less parochial than some on the matters of ‘Linux –v- Microsoft’, or ‘OSS –v- Proprietary’ etc – to me these issues pale to insignificance when the use of these ICT’s is in support of a mission of saving human life – and lets face it; saving, protecting and improving life (no matter the species), is the underlying mission of almost every NPO on earth – this is THE most important thing we all do!

OK – Off the soap-box

Everyone wants to help during a disaster. It’s an expected response and emotions certainly run high when people find themselves faced with images of destruction. The questions of if and how people can help is driven by one simple priority… ‘What is the need of victims?’ - Telling people they can’t help is often one of the toughest jobs a disaster manager will do – In the past I’ve been called callous, uncaring (and worse) by people wanting to help yet simply unable to do so for any of a variety of reasons. They view this refusal of an offer for help as an affront; it’s usually not until much later until they realise that victim needs are always prioritised over the wants of those desiring to help. It is just the way it is – There is what we call an ‘order of rescue’… sadly people wanting to help do fall last on this priority list (OK, second last… those not wanting to help are last of all!).

But… (and here’s the but!).. Individuals and NPO’s that have resources; effective and efficient comms, ICT’s and support systems, AND that are known to disaster managers prior to a disaster… will be approached to provide support during a disaster. There’s no need for these orgs to make contact during the disaster – we contact them.

I guess the only way I can really describe this is to suggest that disaster response is not a spontaneous occurrence – There is a great deal of pre-planning and preparation that goes into a disaster mitigation plan, and NPO’s really wanting to help need to ensure they contribute and put in the effort as well. It’s really no help to anybody for an NPO to ring an EOC during a disaster and say ‘we have this’, if the strengths and weaknesses of the NPO are unknown to disaster managers - They may be able to help; they may simply be a hindrance. We need to know this in advance.

Thanks Don. You have given me some excellent food for thought. I am sure that I'll be back to ask some more questions when I can figure out how to formulate them.

donc

Telling people they can’t help is often one of the toughest jobs a disaster manager will do –

I've experienced this too. Thus my desire to find a way to utilize that energy, which can be so good for all involved, and which so often occurs spontaneously and in the moment, and as such is hard to plan.

However, it sounds like having infrastructure is one key. Appropriate, flexible infrastructure.

Thanks,

Sasha

I've experienced this too. Thus my desire to find a way to utilize that energy, which can be so good for all involved, and which so often occurs spontaneously and in the moment, and as such is hard to plan.

Sasha I can think of two ways... One is for NPO's to specialise; and subsequently communicate that specialty by means of the 'net, chats and online forums etc. NPO's The requirements of disasters are many and very diverse - almost every specialty and field of endeavour is required at some point. Offers of help are willingly accepted when credentials and specialty's are known in advance.

The second is to build networks - Disaster management is by necessity very heirarchical, meaning some offers for assistance may not be seen as priority's by everyone working the disaster... however the offered goods or service may be in demand elsewhere on the distaser ground or by other individuals or orgs working the disaster. 

From my own experience, I know I am far more likely to approach an org and/or accept offers for assistance during distaser if I know what it is they do...

donc

From my own experience, I know I am far more likely to approach an org and/or accept offers for assistance during distaser if I know what it is they do...

So then what would your response be to a church from a small town somewhere unknown to you calling and saying, we have a team of people with chainsaws to clear off fallen trees? Or to an npo out of the immediate zone of impact that wants to donate money for a specific area of support, such as animal rescue? How does that flow in?

Thanks,

Sasha

Sasha

So then what would your response be to a church from a small town somewhere unknown to you calling and saying, we have a team of people with chainsaws to clear off fallen trees? Or to an npo out of the immediate zone of impact that wants to donate money for a specific area of support, such as animal rescue? How does that flow in?

Hi Sasha,

There are no easy answers during disaster. For background; two of my very close friends were killed in separate incidents using chainsaws to clear trees (we call trees in this situation "widow-makers"), and like most disaster managers I have seen many horrific chainsaw injuries over the years. My answer to your first group would probably be:

"Thank you so much for the offer. If your volunteers are nationally accredited to use a chainsaw please have them present themselves with equipment, PPE and credentials to our (xxx) Disaster Staging Area for evaluation and possible task allocation. Please understand that not everyone may be assigned to a job. Unfortunately we cannot use people lacking proper qualifications, PPE and equipment. Thanks again for your offer!"

To the second (monetary donation)

"Thank you so much - you can make donations through our donation hotline on xxxxx". Please be aware that we cannot guarantee donated funds will be used solely for animal rescue - All donated funds are allocated on a priority needs basis".

The first point really relates to the old underlying axiom of rescue... "who will rescue the rescuers when they fall?" The second, to to the simple priorities inherent in disaster mitigation. If a few dollars will save a life then the money will be used for this purpose irrespective of any prerequisites placed on the donation. 

PS - (posted the above a little too quickly) - In relation to the offer for volunteer chainsaw operators - As with all offers involving a physical presence within a disaster zone, I would also ask these people where they are coming from and how they plan to get to the Staging Area... The answer would be correlated against any known or planned disaster evacuation routes to ensure people entering the disaster zone are not simply adding to traffic chaos and congestion and thereby placing more people at further risk. There really needs to be very good reasons to let anyone into a disaster zone... The priority is usually to help people get out! - Although the answer to this may be to simply suggest they take another route.

 

Thanks, Don.

Well, I am starting to get confused... :-) ...and that isn't too surprising! I wouldn't even be venturing into this arena except the way that I found myself interfacing with certain aspects of the donor management work after Hurricane Katrina.

I think the reason that I'm confused is that what you describe is so different than what I experienced in the aftermath of Hurricane Katrina. People from where I live did go down south with chainsaws and did clear out yards. I don't think they were certified, but I could be wrong. However Katrina had such wide spread impact. And yes we call those kinds of trees 'widow makers' too. I live in a timber cutting area of the US.

But my thoughts are going to the area of preparation, as you indicated. I am put in mind of another thread where you and I incidentally wandered into discussing 'conflict resolution.' At that time, I thought how it is too late when a conflict erupts to put in place good conflict management techniques. Those need to be in place beforehand for the best outcome.... however, often that is not the case, so you just do the best you can with what you have at hand.

Thanks,

Sasha