HCPHES

Challenge

In Harris County, a population of 3,644,285 people, evacuation and emergency preparedness is key to ensuring that no citizen is left behind in the event of an emergency. A survey for a population of this size requires extensive understanding and planning.  Therefore, Harris County Public Health and Environmental Services (HCPHES) commissioned Pierpont Communications to conduct an extensive survey research in order to better understand the existing communication resources and barriers related to disseminating health information to special needs populations — elderly, persons with disabilities and others - in an emergency situation.

Strategy

Pierpont identified and surveyed 68 local service agencies and organizations (SAOs) in Harris County who provide services to the special needs population. Research found that while 80 percent had access to emergency preparedness information, few  knew what the emergency policy was or even how to access the information. Respondents were simply under-prepared for an emergency situation. Another concern was that the findings showed there was no real understanding of what HCPHES is or what role the organization plays during an emergency.

Therefore, Pierpont helped HCPHES produce a more effective Crisis & Emergency Risk Communication Plan for special needs based on this valuable survey feedback. First, Pierpont recommended a plan for better access to information. The survey revealed that respondents needed standardized training on how to implement their information regarding emergency preparedness. Pierpont recommended that once a year, HCPHES conduct a mock emergency exercise with the SAOs that would require them to measure the effectiveness of their plans.

Secondly, it is always better to be proactive than reactive. Therefore, Pierpont made sure HCPHES understood the need to educate their SAOs by (1) establishing hotlines with live or recorded up-to-date information on a public health incident or emergency, (2) maintaining an up-to-date HCPHES Web site to include resource links and (3) notifying the media of current information. A timely campaign to educate service providers about HCPHES and its role in public health would help HCPHES better prepare the entire community for an emergency situation.

Another goal Pierpont set forth was for HCPHES to build open communication channels with the SAOs, governmental entities, and the media before an emergency arose. To do this, Pierpont recommended that HCPHES establish open, routine, and non-emergency communications regarding their special needs populations and the services provided.

Beyond the 119 organizations and providers contacted for this survey, Pierpont helped HCPHES to expand their comprehensive database of SAOs within Harris County and outside the City of Houston as well as develop a customized media contact database. Pierpont developed a list of information required for the databases and feedback on how it should be stored. Today these resources are used in all communications efforts and a value resource in the event of an emergency situation.

Lastly, since the SAOs for special needs populations are, in many cases, the prime way to conduct individuals, Pierpont recommended that the organizations work together to create mock emergency preparedness drills. This ensures that special needs individuals are familiar with types of emergency situations and what to do. Pierpont also recommended that HCPHES regularly update and inform this population on emergency preparedness plans through conversations, newsletters, speaking engagements and during special events.

To further manage their emergency communications, Pierpont suggested providing one phone number to call during emergencies and to maintain files of information on the population to ensure the safety of these individuals during a time of crisis.

Results

This research and communication plan has helped HCPHES revamp their entire public health emergency preparedness, while ensuring the safety of special needs individuals in an emergency situation. Pierpont’s strategic approach to this survey and recommendations won a PRSA Gold Award and an IABC Bronze Quill for industry excellence.