Communications Plan for 2019 Arkansas River Flood grant

Disaster Communication Plan Center for Arkansas Legal Services 2019-2021

Last updated Dec 2020

[This page intentionally left blank.]

CALS | 02

Table of Contents Purpose, Objectives and Goals

page 4-7

Timeline of Objectives and Goals

page 8-19

Escalation Framework

page 20-21

Incident Response Team

page 22

Roles and Responsibilities

page 23-24

Communication Strategy

page 25

Dos and Don'ts

page 26

Intake Process

page 27-28

Social Media Response

page 29-30

VOAD & COAD

page 31-32

03 | CALS

Purpose and Goals PURPOSE-

The Center for Arkansas Legal Services’ objective is to increase awareness of the legal needs the 2019 Arkansas Flood created and to be a resource for low-income Arkansans empowering them to improve their situation due to legal issues from the Flood. As the Center for Arkansas Legal Services begins to execute its strategy to improve access to quality legal services for flood survivors, we will expand the capacity of our staff to serve those affected by the Arkansas Flood of 2019 to meet that need, We will need to follow a series of strategic, operational, grants management, and communications steps to set the foundation to achieve our objectives and goals. These steps include the hiring of staff to address the needs of low-income Arkansans, the creation of a network of communication professionals that have dealt with disasters historically, obtaining the proper equipment and supplies to meet the needs of the flood victims, creating communication pieces to inform the target population, and by connecting with appropriate groups to help reach those in need. Through facilitated discussions, the Center for Arkansas Legal Services has agreed to a strategy with four primary goals and four objectives. As described in the 2020 Project Plan and demonstrated in the information in this piece, the four objectives all contribute to the primary goals and help reinforce each.

CALS | 04

GOAL 1 – DISASTER AND LEADERSHIP: Enhance decision-making, coordination, and planning for emergency communications through strong communication tactics, preparation, and leadership.

Recommendations/Objectives: Update communication operations and processes to address the evolving operating environment including the use of social platforms.

Increase intra-State collaboration of communications, broadband use/extension, and information technology activities.

Increase regional structures or processes to foster multi-State coordination and information sharing.

Increase coordination of disaster team requirements and policies.

Promote opportunities to share emergency communications and resources.

Promote consistent messaging and identity through measurable sources.

Improve the ability to assess the impact of the communications grant funding.

GOAL 2 – PLANNING AND PROCEDURES: Update plans and procedures to improve emergency communication and readiness in a dynamic operating environment.

Recommendations/Objectives: Update Statewide Communications Interoperability to maintain a consistent public/partner message, to increase branch office access to information, and to make legal accessibility for disaster survivor clientele easier.

Enable one (1) communications specialist to lead the implementation of a Communication plan for emergency communications.

Ensure statewide outreach planning is coordinated throughout each county (with office locations being the central hub) and focuses on clients' current and future needs especially in remote areas of the flood zone.

Establish points of contact to coordinate outreach disaster planning and deployment of activities (clinics, events, partnerships).

Evaluate, update, and distribute standard disaster publication pieces to address new technologies, availability procedures, clinics, and align them to the Center for Arkansas Legal Services foundational protocol.

Ensure standard operating procedures reflect current use of priority materials and their distribution, which includes the use of digital and social platforms.

Coordinate with entities from across the state to ensure the most recent information is on hand to aid in communicating, educating, and benefitting low-income Arkansans.

05 | CALS

GOAL 3 – OPERATIONAL COORDINATION AND IMPROVEMENT: Ensure operational effectiveness through the coordination of emergency communications capabilities, resources, and personnel from across the whole community.

Recommendations/Objectives: Ensure inventories of emergency communication resources are updated and comprehensive to the flood survivors needs.

Enhance ability to readily request communications resources or assets during operations.

Implement Disaster Grant communication-related roles, responsibilities, and planning.

Ensure operational planning incorporates new technologies and communication partners.

Ensure the Center for Arkansas Legal Services has a continuity of operations plan, which addresses systems and staffing to support intake communications.

Update procedures for implementing backup communications solutions.

Increase VOAD and COAD partnerships through the support of local emergency communication channels and partnership connections.

GOAL 4 – OUTREACH AND EDUCATION: Coordinate research, development, and evaluation of activities to develop innovative emergency communications capabilities that support the needs of low- income Arkansans.

Recommendations/Objectives: Coordinate research and development priorities and user needs and requirements through communication and outreach arenas for the Center for Arkansas Legal Services.

Increase collaboration between research, development, and technology programs across the VOAD, COAD, disaster aid programs, and other such entities across Arkansas.

Foster collaborative mission critical voice, tone, and consistent messaging through research, development, and evaluation for digital and social platforms.

Cultivate an innovative marketplace for technologies through the use of public and private partnerships.

Support the evolution of an alert and warning systems that deliver timely, relevant, and accessible emergency information to the public.

Increase use and awareness of disaster assistance available in Arkansas to lowincome Arkansans.

Continue to support the standards of development for statewide operations.

CALS | 06

Grant Overall Objectives: Objective 1: Provide direct legal services to low-income flood survivors.

Objective 2: Improve technology and infrastructure.

Objective 3: Increase organizational capacity to handle disaster cases Objective 4: Provide community legal education and outreach.

Distribution The Center for Arkansas Legal Services Disaster Plan is published to their main website (www.ArkansasLegal.org). The plan is written and maintained by the communications department with the Center for Arkansas Legal Services to maintain grant guidelines and public transparency. Readers are encouraged to recommend improvement or appropriate changes to this plan. Suggestions can be made through the Center for Arkansas Legal Services by emailing info@arkansaslegalservices.org.

07 | CALS

Timeline of Objectives and Goals GOAL 1 – DISASTER AND LEADERSHIP: Enhance decision-making, coordination, and planning for emergency communications through strong communication tactics, preparation, and leadership.

Month 1-6: -Build a strong communications team including a Disaster Response Attorney, a Disaster Outreach Coordinator, and a Disaster Communications specialist.

-Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Prepare the information needed for our new website launch and assign the task to the appropriate communication member.

-Prepare resources internally and through partners to maintain current outlets to reach flood survivors where they currently are.

-Outline the outreach and communication tactics best suited to the 2019 Arkansas River Flood survivors.

-Develop and incorporate the use of digital and social media platforms.

-Creation of a social media calendar to include weekly disaster posts and notification of upcoming outreach events.

CALS | 08

Month 7-12: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Maintain the Center for Arkansas Legal Services' website Disaster landing page to communicate and create accessibility for 2019 Arkansas River Flood survivors.

-Maintain current partnerships and outlet opportunities to reach flood survivors where they currently are.

-Utilize outreach and communication tactics best suited to the 2019 Arkansas River Flood survivors.

-Evolve communications and tactics to suit the current needs of the 2019 Arkansas River Flood survivors.

Month 13-18: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Maintain the Center for Arkansas Legal Services' website Disaster landing page to communicate and create accessibility for 2019 Arkansas River Flood survivors.

-Maintain current partnerships and outlet opportunities to reach flood survivors where they currently are.

-Utilize outreach and communication tactics best suited to the 2019 Arkansas River Flood survivors.

-Evolve communications and tactics to suit the current needs of the 2019 Arkansas River Flood survivors.

Month 19-24: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

09 | CALS

Month 19-24 (cont.): -Maintain the Center for Arkansas Legal Services' website Disaster landing page to communicate and create accessibility for 2019 Arkansas River Flood survivors.

-Maintain current partnerships and outlet opportunities to reach flood survivors where they currently are.

-Assess the ways to improve for future disaster grants and archive.

-Enact closing procedure for grant.

In conjunction with Objective 1Month 1-6: -Provide direct legal assistance to an estimated 25 clients.

-Attend monthly meetings with Iowa Legal Services to discuss program and progress.

-Schedule and attend one (1) Learning Tour with LSC disaster grant recipient.

-Participate in bi-monthly disaster team meetings.

Month 7-12: -Provide direct legal assistance to an estimated 25 clients.

-Attend monthly meetings with Iowa Legal Services to discuss program and progress.

-Schedule and attend one (1) Learning Tour with LSC disaster grant recipient.

-Participate in bi-monthly disaster team meetings.

Month 13-18: -Provide direct legal assistance to an estimated 25 clients.

-Attend monthly meetings with Iowa Legal Services to discuss program and progress.

-Participate in bi-monthly disaster team meetings.

Month 19-24: -Attend monthly meetings with Iowa Legal Services to discuss program and progress.

-Participate in bi-monthly disaster team meetings.

-Complete and close remaining disaster related cases.

CALS | 10

GOAL 2 – PLANNING AND PROCEDURES: Update plans and procedures to improve emergency communication and readiness in a dynamic operating environment.

Month 1-6: -Build a strong communications team including a Disaster Response Attorney, a Disaster Outreach Coordinator, and a Disaster Communications specialist.

-Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Prepare the information needed for our new website launch and assign the task to the appropriate communication member.

-Update the Center for Arkansas Legal Services core plan to improve emergency communications including internally, externally and digitally.

-Create procedures for communicating during in-person, virtual, and hybrid clinics, presentations, and similar community outreach opportunities.

-Create a checklist of needed items for community outreach events.

-Identify technology needs and requirements needed for internal and external use.

-Require attendance to one (1) communications technology conference for communications team memebers.

-Develop and incorporate the use of digital and social media platforms.

-Creation of a social media calendar to include weekly disaster posts and notification of upcoming outreach events.

Month 7-12: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Train staff on new technologies and their implementations into outreach opportunities and other similar external uses, as well as internal benefits and uses.

-Maintain the monthly check sheet to ensure the Center for Arkansas Legal Services' website Disaster landing page continues to communicate and create accessibility for 2019 Arkansas River Flood survivors.

11 | CALS

Month 7-12 (cont.): -Evolve the procedures for communicating during in-person, virtual, and hybrid clinics, presentations, and similar community outreach opportunities to align with the needs of those in attendance.

-Maintain the checklist of needed items for community outreach events, modify as needed.

-Identify any new technology needs and requirements for internal and external use and modify plan accordingly.

Month 13-18: -Update staff on new technologies and their implementations into outreach opportunities and other similar external uses, as well as internal benefits and uses.

-Maintain the monthly check sheet to ensure the Center for Arkansas Legal Services' website Disaster landing page continues to communicate and create accessibility for 2019 Arkansas River Flood survivors.

-Evolve the procedures for communicating during in-person, virtual, and hybrid clinics, presentations, and similar community outreach opportunities to align with the needs of those in attendance.

-Maintain the checklist of needed items for community outreach events, modify as needed.

-Identify any new technology needs and requirements for internal and external use and modify plan accordingly.

Month 19-24: -Maintain the monthly check sheet to ensure the Center for Arkansas Legal Services' website Disaster landing page continues to communicate and create accessibility for 2019 Arkansas River Flood survivors.

-Evolve the procedures for communicating during in-person, virtual, and hybrid clinics, presentations, and similar community outreach opportunities to align with the needs of those in attendance to a conclusion.

-Maintain the checklist of needed items for community outreach events, modify as needed and ensure all items are functioning and accounted for.

-Modify and Improve all plans and procedures for future opportunities.

CALS | 12

In conjunction with Objective 2Month 1-6: -Identify technology requirements to be included in RFPs -Determine requirements/needs of VoIP phone system -Determine requirements/needs of CMS -Determine requirements/needs of website -Submit required contract to LSC for procurement of VoIP phone system -Submit required contract to LSC for procurement of CMS -Develop RFP for website development and selection of vendor.

-Purchase six mobile disaster kits (laptop, mobile printer, cellphone, hotspot, projector) -Attendance at Innovations in Technology Conference in Portland -Purchase Adobe Creative Cloud (training as needed) -Outline website with developer -Purchase VoIP phone system -Develop an implementation and training plan for the rollout of new technologies

Month 7-12: -Complete website and link to existing intake portal with developer and bring online -Train staff on how to manage website and add content -Configure and install VoIP phone system -Have vendor develop training and/or training materials for VoIP phone system -Train staff on new VoIP phone system -Determine fields/data to migrate -Map fields to new CMS -Begin training administrative users on new CMS -Begin data migration to new CMS Month 13-18: -Complete migration to new CMS -Configure new CMS -Train end users on new CMS -Conduct user testing on CMS -Go Live with new CMS Month 19-24: -Modify and improve CMS based on user feedback.

13 | CALS

GOAL 3 – OPERATIONAL COORDINATION AND IMPROVEMENT: Ensure operational effectiveness through the coordination of emergency communications capabilities, resources, and personnel from across the whole community.

Month 1-6: -Build a strong communications team including a Disaster Response Attorney, a Disaster Outreach Coordinator, and a Disaster Communications specialist.

-Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Prepare the information needed for our new website launch and assign the task to the appropriate communication member.

-Update the Center for Arkansas Legal Services core plan to improve emergency communications including internally, externally and digitally.

-Create procedures for communicating during in-person, virtual, and hybrid clinics, presentations, and similar community outreach opportunities.

-Create a checklist of needed items for community outreach events.

-Identify technology needs and requirements needed for internal and external use.

-Require attendance to one (1) communications technology conference for communications team members.

-Develop and incorporate the use of digital and social media platforms.

-Creation of a social media calendar to include weekly disaster posts and notification of upcoming outreach events.

-Connection with VOAD and ARVOAD groups.

-Develop metrics to asses the needs and reachability of 2019 Arkansas River Flood survivors.

-Create outreach accessibility sheet with profiles for all partners and possible partners throughout grant.

CALS | 14

Month 7-12: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Schedule CLE events, at least one (1) must be completed in this quarter.

-Attendance of VOAD, ARVOAD, and LTRC meetings to continue making connections through partnerships, to garner information for opportunities to best help flood survivors, and to maintain a healthy relationship with members to continue to grow our network resources.

-Evaluate opportunities to grow our operation and to improve coordination.

-Assemble resources into an accessible format for present and future use.

Month 13-18: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Schedule CLE events, at least one (1) must be completed in this quarter.

-Attendance of VOAD, ARVOAD, and LTRC meetings to continue making connections through partnerships, to garner information for opportunities to best help flood survivors, and to maintain a healthy relationship with members to continue to grow our network resources.

-Evaluate opportunities to grow our operation and to improve coordination.

-Update resources.

Month 19-24: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Attendance of VOAD, ARVOAD, and LTRC meetings to continue making connections through partnerships, to garner information for opportunities to best help flood survivors, and to maintain a healthy relationship with members to continue to grow our network resources.

-Finalize resource documentation and archive.

15 | CALS

In conjunction with Objective 3Month 1-6: -Coordinator will join VOAD and ARVOAD. -Identify partnership opportunities and leverage resources to assist survivors.

-Attendance at VOAD and LTRC meetings.

-Develop metrics regarding recruitment campaigns.

Month 7-12: -Disaster Coordinator will develop and schedule 1 Pro Bono CLE event for volunteer attorneys.

-Identify 10 attorneys/law firms to target for pro bono recruitment.

-Continued attendance at VOAD and LTRC meetings.

-Continue to meet with new and existing stakeholders to leverage resources to assist survivors.

Month 13-18: -Disaster Coordinator will develop and schedule 1 Pro Bono CLE event for volunteer attorneys.

-Continued attendance at VOAD and LTRC meetings.

-Continue to meet with new and existing stakeholders to leverage resources to assist survivors.

Month 19-24: -Continued attendance at VOAD and LTRC meetings.

CALS | 16

GOAL 4 – OUTREACH AND EDUCATION: Coordinate research, development, and evaluation of activities to develop innovative emergency communications capabilities that support the needs of low- income Arkansans.

Month 1-6: -Build a strong communications team including a Disaster Response Attorney, a Disaster Outreach Coordinator, and a Disaster Communications specialist.

-Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Prepare the information needed for our new website launch and assign the task to the appropriate communication member.

-Research, develop, and incorporate the use of digital and social media platforms.

-Creation of a social media calendar to include weekly disaster posts and notification of upcoming outreach events.

-Creation of an outreach calendar of events.

-Create an outreach accessibility sheet with profiles for all partners and possible partners throughout the grant.

-Develop outreach materials to target 2019 Arkansas River Flood survivors with the aspect of educating and informing them of the resources available.

-Development of follow up materials for continued outreach and education.

-Creation of a metric tool to monitor the outcome of outreach events.

Month 7-12: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Schedule CLE events, at least one (1) must be completed in this quarter.

-Development and distribution of printed outreach and educational materials.

-Conduct an electronic recruitment campaign via e-blast, social platforms, and digital platforms.

-Development of follow-up materials for continued outreach and education.

17 | CALS

Month 13-18: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Schedule CLE events, at least one (1) must be completed in this quarter.

-Development and distribution of printed outreach and educational materials.

-Conduct an electronic recruitment campaign via e-blast, social platforms, and digital platforms.

-Development of follow-up materials for continued outreach and education.

Month 19-24: -Attend weekly internal meetings with the communications team to evaluate, assess, and outline the best ways to reach those affected by the 2019 Arkansas River Flood.

-Attend bi-monthly meetings with practice group leaders to assess the needs of disaster survivors and what issues are the most prevalent.

-Schedule CLE events, at least one (1) must be completed in this quarter.

-Development and distribution of printed outreach and educational materials.

-Ensure all printed materials have been distributed and accounted for.

-Conduct an electronic recruitment campaign via e-blast, social platforms, and digital platforms.

-Continued development of follow-up materials for continued outreach and education.

-Finalize outreach and education materials and resources and archive.

In conjunction with Objective 4Month 1-6: -Disaster Coordinator will develop and schedule outreach events.

-Conduct electronic recruitment campaign – e-blasts, social media, and/or targeted mailing to reach disaster survivors.

-Development and publication of printed outreach materials.

-Development and publication of an Arkansas specific “after the event” publication.

-Development of participant satisfaction surveys.

Month 7-12: -Disaster Coordinator will develop and schedule outreach events.

-Conduct electronic recruitment campaign – e-blasts, social media, and/or targeted mailing to reach disaster survivors.

-Development and publication of printed outreach materials.

CALS | 18

In conjunction with Objective 4 (cont.)Month 13-18: -Disaster Coordinator will develop and schedule outreach events.

-Conduct electronic recruitment campaign – e-blasts, social media, and/or targeted mailing to reach disaster survivors.

-Development and publication of printed outreach materials.

Month 19-24: -Disaster Coordinator will develop and schedule outreach events.

-Conduct electronic recruitment campaign – e-blasts, social media, and/or targeted mailing to reach disaster survivors.

-Development and publication of printed outreach materials.

19 | CALS

Escalation Framework Level 4 This is pre-disaster and is when a predicted disaster will occur based on historical data but has not been confirmed by official sources.

Level 3 This occurs pre-disaster when official sources have confirmed and as the disaster begins.

Level 2 This is at the height of a disaster and immediately after it begins.

Level 1 This is during the disaster itself and after the disaster.

CALS | 20

Level Level 1

Level 2

Level 3

Level 4

Description In a disaster, this is an all-handson-deck situation. This is during the disaster itself and after the disaster. All personnel will have a responsibility tasked out to them

by Jean, Julie, or Zina and will be required to maintain it for the allotted period of time.

In a disaster, this is an all-handson-deck situation. This is at the height of a disaster and immediately after it begins. All personnel will have a responsibility tasked out to them by Jean, Julie, or Zina and will be required to maintain it for the allotted period of time.

In a disaster, this is the main person or persons who need to be involved in gathering, sorting, and disseminating information internally and externally. This occurs pre-disaster when official sources have confirmed and as the disaster begins. All information will come from Julie and Zina.

Action Jean Carter Turner- Executive Director Overseer, final decision maker Julie Norman- Managing Attorney Organize Attorneys, decision maker Zina Fraizer- Intake Managing Attorney Organize Intake, decision maker

Julie Norman- Managing Attorney Organize Attorneys, final decision maker Zina Fraizer- Intake Managing Attorney Organize Intake, final decision maker Helen Newberry- Disaster Attorney Organize practice groups, gather information

Helen Newberry- Disaster Attorney Organize practice groups, gather information Sarah Logan- Disaster Outreach Coordinator Organize information and gather sources Amber Quaid- Disaster Communications Specialist Organize information and gather sources

In a disaster, this is pre-disaster or in Sarah Logan- Disaster Outreach Coordinator a time when a predicted disaster Organize information and gather sources will occur based on historical data Amber Quaid- Disaster Communications which relies on weather, flooding, Specialist and topographical measurements Organize information and gather sources in conjunction with historical data.

This will be supported by or comes directly from an official source.

21 | CALS

Incident Response Team The purpose of this response team is to address the legal needs of the 2019 Arkansas River Flood survivors. It was assembled to address this disaster without leaving gaps in legal services in more rural areas due to limited resources. It is responsible for aiding in the collection, dissemination, and effectiveness of various Disaster communication pieces, clinics, and outreach efforts.

First Line of Defense Numerous players are in effect during a crisis but the key players include: Jean Carter, Executive Director: jcarter@arkansaslegalservices.org --- (501) 500-9362 Julie Norman, Managing Attorney: jnorman@arkansaslegalservices.org --- (501) 500-9385 Zina Frazier, Intake Managing Attorney: zfrazier@arkansaslegalservices.org --- (501) 500-9365 Helen Newberry, Disaster Staff Attorney: hnewberry@arkansaslegalservices.org --- (501) 500-9384 Group communication will be done directly from the above persons' email addresses and thus return communication should be directed to its source. Major communications will be done in large meetings in the conference room and over Microsoft Teams.

● ● ● ● ●

Greater Response Team The Greater Response Team should be utilized at the levels listed below during their indicated escalation level.

Communications --- Escalation Level 4 Intake --- Escalation Level 2 Practice Groups/Attorneys --- Escalation Level 3 Partner Communications --- Escalation Level 2 Social Media --- Escalation Level 2 Executives/Management --- Escalation Level 1 Outreach and Education --- Escalation Level 3

● ● ● ● ● ● ●

CALS | 22

Roles and Responsibility Roles and Responsibility Once you have been made aware of the disaster situation, enact your role & responsibility below:

Team Communications

Contact Name Julie Norman, Zina Frazier, Helen Newberry, Sarah Logan, and Amber Quaid

Roles and Responsibilites Monitor, collect, and disseminate appropriate information related to the disaster. (e.g.- Update website with a resource link for easy access to information on disaster-related topics) Create disaster-related materials in digital and printed formats for timely distribution throughout the affected 2019 Arkansas River Flood area. (e.g. creation of a disaster brochure for direct mailers and/or event distribution during the grant timeperiod)

Intake

23 | CALS

Zina Frazier

Inform, evaluate, and disseminate information to the person(s) who reach out to the Helpline for legal services. (e.g. Ask intake questions that pertain to the 2019 Arkansas River Flood)

Team

Contact Name

Practice Groups /Attorneys

Practice Group Leaders: -Cecille Doan -Julie Norman -Kendall Lewellen -Lynn Pence -Jennifer Stone

Partner Communications

Social Media

Various Partners

Amber Quaid

Roles and Responsibilites Inform and disseminate current information as it pertains to the attorneys within your group. Make sure they have relevant information to utilize for their clients. (e.g. Eviction Moratorium Declaration both a physical and digital copy for them to fill out as needed) To disseminate information to their staff, persons of interest, and associates to ensure a wide-spread reach of information as agreed upon with their partnership. (e.g. Have flyers on hand that answer questions about the disaster) Inform, evaluate, and disseminate information via digital and social media platforms. (e.g. Create a post talking about the disaster and where to find help.)

Executives/ Management

Executive Director and all management personnel

To collect and disseminate information to their staff, persons of interest, and associates to ensure a wide-spread reach of information. (e.g. Gather information from staff and make decisions on how to move forward)

Outreach and Education

Sarah Logan

Inform and disseminate current information as it pertains to the 2019 Arkansas River Flood survivors. (e.g. Creation of a step-by-step form to help survivors fill out complicated forms more easily and send them via email to themselves.)

CALS | 24

Communication Strategy Assess

2019 Arkansas River Flood

Define

Communication Objectives

Plan

Target Groups

Content

Resources

Analyze

Monitoring

Analytics

Reporting

Setup 25 | CALS

Internal Organization

Dos and Don'ts Dos and Don'ts These are basic dos and don'ts to follow when disaster has struck and how to best utilize resources.

Do This

Don't do this

Target a specific population demographic2019 Arkansas River Flood survivors

Target the whole state for just disaster (it should be combined with other events)

Create accessibility through partnerships and online platforms.

Don't only use partners/community groups and Ignore other digital platforms.

Create publication pieces in print and in digital format.

Use only printed material.

Use only social media posts.

Provide numerous avenues for legal assistance to the flood survivorrs

Specify one legal avenue for each survivor even though their issues are layered.

Assemble a disaster kit for ease of movement and to go where survivors are.

Try to rely on various vendors, groups or partners to have all the necessary items.

Expand personnel to fit the influx of the 2019 Arkansas River Survivors needs.

Overload current staff with the influx of 2019 Arkansas River Survivors.

Expand outreach and education opportunities to go where the survivors are.

Help the same areas over and over not expanding throughout the flood zone.

CALS | 26

Intake Process The purpose of the Intake Process is to evaluate, assess, and determine the eligibility of persons for the 2019 Arkansas River Flood grant. It was assembled to address the legal needs of the 2019 Arkansas River Flood survivors. It is responsible for determining the eligibility of persons for the 2019 Arkansas River Flood grant and connect qualified applicants with the Center for Arkansas Legal Services attorneys.

Intake Questionaire These questions are used to help evaluate the callers' qualifications for the 2019 Arkansas River Flood grant.

What do you remember about the 2019 Arkansas River Flood?

● ● Did you lose your job during the 2019 Arkansas River Flood? ● Did the 2019 Arkansas River Flood damage your property? ● Did the 2019 Arkansas River Flood damage your vehicle? ● Did you fall behind on your rent or mortgage payment? ● Did the 2019 Arkansas River flood make stressful situations at home worse? ● Did you lose important documents (wills, powers of attorney, advance directives, titles

to your vehicles, social security cards, and birth certificates) due to the 2019 Arkansas River Flood?

● Do you have an issue with your FEMA payments, recoupments, and/or insurance claims?

27 | CALS

Intake Flowchart This chart is a brief overview of the intake process as it applies to the 2019 Arkansas River Flood Disaster grant.

CALS | 28

Social Media Responses Social Media Response Approved language for all social media platforms in a Question & Answer format.

Question

Answer

I need legal help about XYZ due to the 2019 Arkansas River Flood?

Thank you for contacting the Center for Arkansas Legal Services. If you are contacting us to apply for legal advice or representation, please call our Helpline at 501-376-3423 (or toll-free at 1-800-950-5817). The Helpline is open from 9 to 11 a.m. and 1 to 3 p.m., Monday through Friday. If you have contacted us for another reason, we will respond to your message shortly.

Due to the very technical nature of legal issues, we do not answer questions on this platform. For Free Legal Answers, visit https://ar.freelegalanswers.org/. For information about legal topics and free legal forms, visit our state website at www.arlegalservices.org. To apply for legal services, call the Helpline at 501-376-3423 (or toll-free at 1-800-950-5817), between the hours of 9 and 11 a.m. or between the hours of 1 and 3 p.m., Monday through Friday.

29 | CALS

Question

Answer

You guys are scamming me. You are not helping me with my disaster legal needs.

Thanks for wasting more of my time.

ENTER NAME HERE- We understand that you are frustrated with our intake process but due to federal guidelines we are restricted in our selection process and unfortunately we were unable to assist you at this time. If your circumstances change for any reason, please give us a call back to see if you are eligible a that time. If you have any other concerns, call our Helpline at 501-376-3423.

I am looking for a form/file/document on your website to help with XYZ disasterrelated legal issues and I am unable to find it. Can you help?

You might want to try our statewide website self-help form section (http://www.arlegalservices.org/self-helpforms) to see if it has what you are looking for. If you do not find it on this page there are many resources available through the search bar function. If you need additional assistance, call our Helpline at 501-376-3423 or toll-free at 1-800-950-5817.

When a crisis happens...

-Pause all pre-scheduled social media posts.

-Be the support for people within the Center for Arkansas Legal Services who need help or information during the crisis. Get their information out appropriately as they need it.

-Make sure the communications team has rapid, direct communication of updates to your audience. Communicate with honesty, openness, and compassion.

-Active your social listening to a more comprehensive level to learn more broadly about what’s happening in your community, as well as what people need from your brand.

-Cite only credible sources.

Do not...

-Delete Posts made by the Center for Arkansas Legal Services.

-Block anyone who disagrees or has a negative response to a disaster post, blog, or video, this is an opportunity to have a growing moment to hear what our audience needs and to turn the situation in a more positive direction (if a "trolling' entity, follow social media flowchart to respond appropriately-p.31).

-Lose our brand identity and voice.

CALS | 30

31 | CALS

VOAD & COAD VOAD vs. COAD: Voluntary Organizations Active in Disaster vs. Community Organizations Active in Disaster It is important to note that it is not "Volunteer" but "Voluntary." This is because the meaning changes when the word changes. "Voluntary Organizations" are organizations that chose to be active in disaster who may or may not utilize volunteers verse "Volunteer Organizations" are organizations that are made up of or have constituencies who are volunteers.

VOAD has been primarily used on a National and State level and COADs have been more localized, such as to service an entire County or local jurisdiction.

VOAD/COAD groups are dedicated to helping communities make the best of their resources in a disaster by creating relationships prior to an event and/or incident in order to ensure that human needs probable in a disaster situation are assessed and met.

A VOAD is a community organization made up of public, private, volunteer, and nonprofit agencies and organizations who may be active in all phases of disaster: preparation, response, recovery, and mitigation. A VOAD enhances the ability for all communities involved to mitigate, prepare for, respond to, and recover from disasters.

VOAD's do not provide direct services but provide a network through which individual organizations can more effectively address their mission and service goals during all phases of a disaster.

CALS | 32

Arkansas The American Red Cross in Arkansas is comprised of seven Chapters and two Blood Donation Centers that serve just under three million Arkansans plus more than 43,000 neighbors in Missouri (in 73 counties). Their 1,200 trained and dedicated volunteers stand ready to instruct residents of all ages in disaster education and to respond to the call for help at any time.

33 | CALS

Disaster Communication Plan Center for Arkansas Legal Services 2019-2021

Last updated Dec 2020