The first few hours after a crisis hits are critical in determining how people think the crisis was managed. It’s important to take the following steps immediately after a crisis hits:
- Within the first 30 minutes, triage the crisis – understand the situation, define the issue(s) and establish your crisis team. Depending on the nature of the crisis, consider including senior administration, Tragic/Critical Events Support Team, Communications, Transportation, Human Resources, School Support, emergency services personnel, legal.
- Have the appropriate person handle the situation. An administrator (the principal, vice-principal or designate) should take charge of the situation, implementing the crisis plan, unless their focus is required in other areas, e.g. direct support to staff and students.
- Send the central office a crisis assessment and information sheet that includes the following:
- brief description of crisis
- actions completed
- what you project will happen in the next two hours
- what resources you need
- Communicate with staff, students and parents as quickly as possible. Share the information you have available at the time and promise to keep them updated as new information becomes available.
- Keep the media informed.
- Keep the community informed. To allay fears and demonstrate competence in handling the situation, get accurate information out through the various channels you have available to you, e.g. school/board website, letters home, text messages, email, phone calls, social media, media.
(Source: National School Public Relations Association Resource: Complete Crisis Communication Management Manual for Schools, 2nd Edition)