Category: Information Description: Sholom's Crisis Communication App. Used for staff to carry with them wherever they go and in the event an emergency or crisis occurs. App has details of scenarios and how to respond properly.
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Sholom has built a reputation for excellence in providing high quality elder care. With convenient Twin Cities locations, Sholom offers a continuum of care ranging from senior apartment homes and assisted living to short-term rehab and skilled nursing care, hospice services, memory care, adult day services and meals on wheels. Recognizing that the elderly are individuals with psychological, emotional spiritual, social and physical needs, the organization is committed to working with individuals and their families to find the most comfortable and enjoyable living arrangements.
Founded : 1908
Mission : Sholom, in partnership with our community, supports adults in need across the continuum of care, to live life fully in a Jewish environment and where all are welcome.
Mistreatment of Resident
Mistreatment of Resident, Sample Communication
Today, our leadership learned of an alleged incident involving a fellow resident. Privacy laws prevent us from providing too much detail, but this resident has been treated by our nursing staff and (INSERT). Like all alleged incidents like this, we have treated this situation seriously and immediately began an investigation. We will bring in the resources needed to ensure this is looked into appropriately and any needed follow up is quickly implemented. Additionally, we have taken steps to ensure our supervisors are extra diligent in their efforts to provide you and all our residents with the care and comfort you deserve.
If you have input or concerns about the care you receive, please don’t hesitate to contact (INSERT). Your care, comfort and sense of community is important and our leadership team wants to ensure your needs are met.
Suspicious Death or Injury of Resident, Sample Communication
This letter is to inform you about an (INSERT -- unfortunate incident (OR) death) involving a fellow resident. While privacy concerns limit some of the information we can provide, we can tell you that (WHEN) (WHAT). Our onsite staff is currently working with the appropriate authorities to (INSERT WHAT – FUTURE ORIENTATED STEPS). It is important to note that there is no ongoing threat to residents.
It is never easy to learn of situations like this and we encourage you to talk to friends and loved ones or to (INSERT -- one of our on-site clergy (OR) Rabbis). Our primary goal is your safety, security and sense of community and members of our supervisory staff are available as always to ensure all your needs are met. If you have additional questions or concerns about this, please contact one of our supervisors.
Designated crisis web page/landing page
Because so much information is delivered online, in a major, public crisis, a web site with facts and efforts, contact persons should be set up as soon as possible. Sholom’s corporate marketing team will post relevant information.
Remember, the company is in charge of the information here.
One individual is typically designated as the primary spokesperson to represent the Company, make official statements and answer media questions throughout the crisis. At Sholom, we have designated the CEO and the VP of Marketing/PR.
(NOTE: There is strategy here to consider when using the CEO and/or the VP of Marketing/PR. For example, using a CEO usually shows the priority of the situation that the organizations puts on the issue; however, if the situation gets worse, there is no way to symbolically go higher up the chain of command. Conversely, using a designed non-CEO spokesperson shows a more operational response and leaves the CEO to come in later and become the symbolic higher power to take control of the situation.)
Reporters may ask to speak to staff or residents who are involved with or have been affected by the crisis. It is important to restrict all interviews to the primary spokesperson or back-up spokesperson. Controlling the interview process is key to managing the crisis. A few points to consider:
Don't volunteer information unless it is a point the organization wants to make and the question hasn't been asked.
Don't talk off the record. Nothing is ever off-the-record with the media.
Designated spokespeople provide follow up to media post-crisis, when appropriate or requested. This is called post-crisis or chronic crisis management.
Practicing Tough Questions, collateral materials and training:
A crisis situation is always difficult when dealing with the media. Therefore, tough questions and rehearsals are necessary to help the spokesperson prepare.
Information brochures or fact sheets about the project or the area in which the crisis has occurred are helpful in informing the reporters or anyone else seeking information about the company.
Designated spokespeople participate in training:
Prior to training, several possible crises are identified, such as physical disaster, service changes, change in operations, misconduct, etc.
Rehearsal includes statement of situation, preparation of s several key messages and about three supporting points, and factual responses, “reporter” role with hard and leading questions, interviewee’s response, and review. Video review can be helpful.
Tips for media inquiries and interviews:
• Be factual. Explain the facts as known, what you are trying to accomplish or find out, and what the organization plans to do about it. It is all right to say, “we don’t know yet” when that is true.
• Remember to state that that Sholom’s first priorities are the safety and health of its clients and staff.
• Do not speculate. Repeat key messages with new supporting points.
• Show empathy and concern and do not be confrontational with the media.
• Be succinct in answering -- so not over answer or meander from your key message.
• Remember to set your tone through body language, tone of voice and choice of words. Stay calm, collected and show empathy, sympathy or urgency as needed.
Food Borne Illness
Food Borne Illness, Sample Communication
The purpose of this letter is to inform you of an important issue that requires your prompt attention. Please read this letter and take the actions that are necessary for you.
We have received reports of several residents who have fallen ill from apparent food borne illness. Symptoms include (INSERT). At this time, officials from the (Minnesota Department of Health and/or Food & Drug Administration and/or Centers For Disease Control) are conducting tests to determine the source of the illness in order to ensure it does not spread any further and to ensure the proper steps can be communicated to residents. These (INSERT agencies) will be providing updates as available at (INSERT) and we will work to ensure you get this information quickly.
If you have the following symptoms (INSERT), you should immediately contact your medical provider for prompt follow up. The (INSERT) will be collecting data on the spread of this illness and you can report your information to them at (INSERT).
Our team here has worked to ensure all our food handling processes and procedures have been followed. We will be working with outside experts to ensure all standards continue to meet the best in the industry. Additionally, we have thoroughly cleaned all kitchen and dining areas for your safety.
Your safety, comfort and sense of community remain our top priority. If you have questions regarding this, please don’t hesitate to contact (INSERT).
Threat Against Facility
Threat Against Facility, Sample Communication
Today, we received an anonymous threat against our community and we want to ensure you have all the information available at this time. Importantly, you should know the appropriate law enforcement officials have been notified and are necessary safety and security precautions have been taken. We believe at this time our buildings -- and most importantly you -- are safe.
Like all threats, we have treated this threat seriously, ensuring law enforcement and our internal resources have all worked cooperatively to assess the situation and search our facilities. Our staff has worked diligently to ensure our areas are safe and secure. Over the next couple of days, you may notice more security in our facilities than usual, but you should feel free to move about freely as before.
As always, if you see something suspicious, call 9-1-1 or our internal security team (INSERT) immediately. Your safety and sense of community are our priority.
If you have questions, please feel free to contact (INSERT) or (INSERT).
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