In this lesson, you will learn about effective communication procedures/processes for CERT/ICS communications.

At the end of this lesson, you should be able to:

• Define effective communication skills and techniques for ICS and CERT communications.
• Explain and describe why we use NIMS common terminology.
• Identify how best to communicate with public, media, and responders/emergency management.

This lesson should take you about 45 minutes to complete.

Effective CERT ICS communication involves:

• Common terminology
• Clear, concise, plain language
• Sharing information with the right people
• Documentation

A common language enables responders to articulate needs, describe processes, coordinate efforts, and command resources during interagency operations. When everyone clearly understands the information being shared, planning and coordination becomes simpler.

Per NIMS, all interagency written and verbal communications must use common terminology in reference to:

• Organizational functions – common names and definitions for major functions and functional units
• Resource descriptions – common names for personnel, equipment, teams, and facilities
• Incident facilities – common terms, such as the Emergency Operations Center

During incidents, personnel should avoid using agency-specific jargon or acronyms.

Besides using common terminology, all ICS and CERT communications should consist of clear, concise, plain language.

Plain language refers to a communication style that avoids or limits the use of code words (e.g., “10-codes”), abbreviations, and jargon, as appropriate, during incidents involving more than a single agency.

Clear, easy-to-follow, concise information and directions allow for rapid, common understanding and promote information sharing.

Throughout the disaster response, ICS responders—both uniformed and volunteers—need to talk up the command chain one slot to their supervisor and down one to everyone they supervise.

For example, a CERT Operations Section Chief would communicate upward to the CERT TL and downward to the people in the Operations Section.

Adhering to this principle channels necessary information to the correct people and helps avoid overburdening communications channels.

Remember that resources should not be deployed unless appropriate authorities request and dispatch them through established resource management systems. All incident personnel should check in/check out and complete only those assignments communicated to them.

Under the CERT structure, each level of organization has documentation responsibilities. Every entity, such as a functional team or staging location, must have a scribe to record everything (although sometimes that scribe will have other duties). Typically, the CERT TL designates the scribe and provides some simple instructions.

Section Chiefs provide the TL with written ongoing information about damage assessment, group status, and ongoing needs.

The TL shares the written information with the EOC. The TL is responsible for documenting the situation status, including:

• Incident locations
• Access routes
• Identified hazards
• Resource/capability needs
• Support locations (e.g., staging area, medical treatment/assessment area)

The TL should be ready to provide documentation to the first-arriving first responders on the scene. This information is vital for tracking the overall situation.

To learn more about documentation, select Documentation Flow.

During an event, here is how a CERT would use these standard documents.

If your CERT or sponsoring organization does not have these forms, these descriptions suggest the desired information to collect and communicate between groups.

• CERT volunteers complete the Damage Assessment Form as they travel through the area to the CERT’s staging location. The form is then given to the CERT TL. The form summarizes overall hazards in selected areas, and the information is used for prioritizing and formulating activities.
• The CERT TL assembles teams and makes assignments based on the damage assessment information. The TL keeps the CERT Assignment Tracking Log, which is the most important tool for recording the activities of the functional teams and overall situation status.
• A scribe at the staging location signs in each volunteer using the Personnel Resources Check-In Form, noting any preferred team assignments or skills. This information needs to be passed on to the Command Post.
• The Command Post and the functional team share the Briefing Assignment Form. The CERT TL uses the front side of the form to communicate instructions (e.g., address, incident type, and team objectives) about the incident. The scribe of the functional team uses the blank side of the form to log team actions. The form is then returned to the Command Post when the team checks in.
• The Treatment Area Record documents each person brought into the treatment area and his or her condition.
• The Communications Log is on hand to log incoming and outgoing transmissions; it is typically kept by the radio operator.
• The Equipment Inventory is kept in the area or vehicle in which equipment is stored.
• The General Message form is accessible for sending messages between any command levels and groups. The messages must be clear and concise.

The river levels have steadily receded and residential property owners are anxious and attempting to return to their properties. Public utility crews are assisting city building inspection crews in the inspection of evacuated homes for safety and structural integrity before allowing residents to move back in. Drinking water qualities are being monitored and cleanup and damage assessment activities are beginning.

The American Red Cross and Salvation Army report that most evacuees have found longer-term temporary housing. Very few evacuees remain in their shelters, and shelters are anticipated to be closing soon.

Emerald City Health Department personnel, along with representatives from the County and the State Health Departments, are monitoring the water intakes and the city drinking water for any signs of contamination. Nothing significant has been detected so far. The County Health Department is also monitoring private wells as requested by the landowners.

The nursing home reports that water has receded from its building and that it is beginning cleanup procedures. It expects to finish the cleanup, including mandatory inspections by the State Health Department, within a week.

Because the activities are shifting from response to recovery, the mayor of Emerald City has asked the Incident Commander to prepare to demobilize and transfer command of the incident to a Unified Command consisting of Emergency Management, the Emerald City Health Department, and the Emerald City Department of Public Works.

The newly formed Unified Command will focus on restoring essential services, providing a safe reentry for displaced residents, and completing a thorough damage assessment. The transfer of command will take place at the end of the next operational period.

During your disaster preparations, mitigations, and response, you may encounter people with Limited English Proficiency (LEP) or Access and Functional Needs (AFN) (e.g., hearing impaired). You should ensure that communications with these individuals are as effective as communication with others.

Select each type of audience to learn some best practices for communicating with these populations.

• LEP
• AFN

Consider how you will alert and provide information to the area’s AFN population during your preparedness planning. Emergency management can coordinate with local AFN-supporting agencies and programs to determine your area’s current AFN client list.

For this population, be prepared to communicate the location of AFN-appropriate shelters and food, transportation availability, and healthcare locations and availability.

During a disaster response, contact as required the appropriate evacuation/transportation services needed to transport and evacuate members of the AFN population. Consider how wheelchair-bound individuals will be transported.

If CERT or other volunteers encounter persons with AFN, they should report that information to the TL who can provide that information to the EOC.

To ensure communication and understanding, you can:

• Keep the message simple – Use basic words and short sentences. Pauses during the conversation allow the receiver to process the information and to have time to ask questions.
• Give and seek feedback – Rephrase information that the individual provides you and get the individual to restate the message to verify the individual understands the communication.
• Ask clarifying questions to avoid misunderstandings.
• Avoid acronyms and idioms – The LEP individual may not be familiar with them; stick to plain language.
• Speak more slowly (not loudly) – Articulate your words without raising your voice.
• Repeat key phrases and summarize key points to reinforce the message.
• Offer written information – The individual may have a family member that can translate the information.
• Use nonverbal communication, if necessary.

CERT volunteers should refrain from speaking to the media and instead refer any media inquiries to the CERT TL. The TL should then refer the media inquiries to the incident Public Information Officer (PIO) or the PIO of the CERT’s sponsoring organization.

If the PIO refers media to the CERT TL or otherwise authorizes the TL to speak with the media, the TL should:

• Establish an area for briefing the media if necessary.
• Be careful about releasing information, by making sure it is both accurate and approved for release, while also keeping in mind people’s right to privacy.
• Not feel compelled to answer every question asked.

During an incident, it is essential that CERT volunteers and professional responders communicate effectively. To help achieve that goal, response partners should work together to create a communications plan prior to an incident.

An effective communications plan should include information about communication equipment, procedures, and systems that partners will use together during a response. The communications plan must enable supervisors to adequately supervise and control subordinates as well as communicate with and manage all resources under their supervision.

The CERT Logistics Section Chief will provide communications equipment.

Each CERT and individual volunteer only has a small picture of what’s going on. Meanwhile, at a higher level, other mission priorities are being organized. Thus, the CERT TL needs to regularly communicate with the EOC with regard to incident status, team member assignments, and resources used and required. This information is vital for tracking the overall situation.

The most important thing to do is to write down what happened—either on forms or simply on a sheet of paper.  Every functional team or staging location should have a scribe to record everything (although sometimes the scribe will have other duties).

CERT section leaders provide their completed reports/forms to their TL. The TL hands over all documentation to the first fire or law enforcement official to arrive at the scene. If the TL is directed to continue response activities, the CERT volunteers will continue their documentation.

Consistent communications with volunteers after volunteers are discharged and disaster response is over will keep volunteers engaged and motivated to continue volunteering. Suggested communications include sharing program successes, recognizing volunteers and sponsors for efforts and contributions, and publicizing training.

A newsletter, website, social media, and fliers are means to distribute information and share stories that exemplify the value of volunteer efforts.

Clear, consistent, and timely communication is essential to successful management of unaffiliated volunteers. A variety of opportunities and messages should be used to educate the public, minimize confusion, and clarify expectations.

• Encourage people to get involved with existing volunteer organizations.
• Develop media and public education campaigns geared toward spontaneous volunteers that encourage people to get involved with existing volunteer organizations.
• Develop standardized public education and media messages to use before, during, and after disaster events.
• Stress the need to avoid compounding the disaster with regard to the involvement of unaffiliated, untrained volunteers.
• Establish relationships with ethnically diverse media outlets and community leaders to ensure messages are designed to reach all segments of the community.
• Always use consistent terminology and clear, concise language.

This lesson discussed effective communication procedures/processes for CERT/ICS communications. You should now be able to:

• Define effective communication skills and techniques.
• Identify how best to communicate with public, media, and responders/emergency management.
• Explain and describe why we use NIMS common terminology.