Managing Expectations During A Disaster

Jeff Byard Executive Operations Officer

Alabama Emergency Management Agency

Managing Expectations

• All Disasters are political/local• Who is responsible for managing

expectations?• How to manage expectations

All Disasters are Political

• There are three main reasons behind this statement:–Disasters affect people–Disasters involve public policy–Disasters invariably invite public

interest

Expectations From The Public

• What are some expectations during disasters?–FEMA is coming–Government will make me whole–Emergency response will be

coordinated and come quickly

Managing Expectations

– Do you have standing priorities?– Do you know your roles and responsibilities

as defined in your local emergency operations plan?

– Do you know all of the Non-Governmental Organizations that can provide recovery assistance within your area of responsibility?

Standing Priorities

• Life Saving• Incident Stabilization• Protection of Property• Needs/Damage Assessment

• Provide timely and accurate information for senior elected officials and the general public.

• Manage the flow of state, federal, and private resources, services, and personnel to the incident.

• Establish and provide a unity of response, recovery, coordination, and control.

AEMA Responsibilities

Expectations and Messaging

• Who is going to be responsible for public messaging? • Is that going to be coordinated within

county/municipal governments?• Which entity will share with the public

and media?

Needs vs. Numbers

• Needs – A condition in which something necessary is required

• Numbers – A large quantity or collection

Numbers and Thresholds

• Numbers = Thresholds• Thresholds = Yes or No

• Numbers are important and play a key role in assistance (Individual Assistance/Small Business Administration/Public Assistance)

Numbers Problem - Timing

• Asking for damage numbers in the immediate aftermath puts us in a box. At this point the focus shifts to the expectation of FEMA assistance

• Chasing numbers can waste resources and focus

Numbers Problem - Message

• Discussing numbers gives the perception we are/or will be seeking FEMA assistance, whether its really needed or not.

• The State stands ready to address the identified needs of the county with state resources.

• Numbers are compiled locally and all initial questions need to be directed to the locals.

• The State does not have the authority to declare incidents under the Stafford Act.

Needs

• We must immediately focus on immediate needs of the survivors. If done at all levels of government we will have a more effective and efficient response.

• We must shift from, “What are your numbers?” to, “What are your needs?”

• Needs fit into all of our Standing Priorities.

Needs - Timing

• In the aftermath of a disaster, the state’s responsibility is to gain situational awareness and to unify and coordinate efforts to meet the immediate needs of survivors.

• Establishing a 48 hour rule will better unify efforts at all levels. Unity of effort should be focused on priorities.

• By allowing 48 hours to gain situational awareness, we can better position the state for recovery.

Needs - Process

• All elected officials and first responders will know that the state response system will be focused on the immediate needs of survivors.

• Implementation of the 48 hour concept will allow for a more deliberate transition from response to recovery.

• Allows for better unity of our response effort.

Effective Expectation Management

• Know your disaster plan• Know your resources• Prior planning prevents confusion and

the unknown• Establish standing priorities• Unified talking points

Questions?