Crisis Management Guide:

Crisis Management Guide: For Use During A Sexual Abuse Allegation or Other Crisis REV. 09/04 Big Brothers Big Sisters National Office 230 North 13th Street Philadelphia, PA 19107-1538 Tel 215-567-7000 Fax 215-567-0394 www.bigbrothersbigsisters.org

I. INTRODUCTION Dealing with a crisis is never easy, but being prepared in the event one occurs will make your job more effective and your agency more credible. The National Standards require every agency to have an updated risk management plan, and a crisis plan is an integral part of that. This brief resource is designed to give you the critical tools and know-how to handle a current crisis. A committee consisting of BBBS CEOs/EDs will work with National to provide a final version of this guide in the fall of 2003. Our goal is to make this guide clear, brief, and very usable. To get detailed information on planning and preparing for, as well as surviving a crisis, you can order Vital Signs: Anticipating, Preventing and Surviving a Crisis in a Nonprofit by contacting the Nonprofit Risk Management Center at www.nonprofitrisk.org or 202-785-3891. To get detailed information on strategic risk management planning, you can order Enlightened Risk Taking: A Guide to Strategic Risk Management for Nonprofits by contacting the Nonprofit Risk Management Center at www.nonprofitrisk.org or 202-785-3891. The fall 2003 edition of this guide will include a sample risk management plan from a BBBS agency. To obtain a sample now, please contact your Agency Development staff person. 1

II. CRISIS MANAGEMENT CHECKLIST Actions to take before a crisis: The agency has created a risk management system that ensures the agency operational risks are identified and appropriately managed through insurance, policies and procedures (see first page for more information on risk management plans). That plan includes crisis management policies, procedures, and action plan. The entire staff and board have been made aware of the agency s crisis management policies, procedures, and action plan. (Do not forget to include this in new staff and board orientation.) The crisis management plan is stored in several places, including an off-site location in case agency offices are not readily accessible to staff. An agency media spokesperson has been designated who will deal with all inquires from the media. (It is useful to identify a secondary person who can also deal with media inquiries should the primary person be unavailable.) The agency spokesperson (or persons) has (have) been prepared to handle media inquires. A communication plan is established for notifying Board, management, staff, key donors, and vendors. The CEO has immediate access to emergency contact numbers for National staff (VP, Mentoring Programs, Agency Development staff, neighboring agencies (same media outlet), Board Chair and/or other Board Executive Committee members. Mandatory actions during a sexual abuse allegation crisis: The CEO and Program Director have reviewed the case documentation carefully (it will be useful to do this in conjunction with any staff member who directly worked with the case) and gotten accurate information. Careful notes have been taken about each action since the allegation was first reported to the agency. The agency media spokesperson has been informed and has prepared appropriate media statements (see page 9). 2

The CEO has contacted Julie Novak, Director Child Safety and Quality Assurance, Big Brothers Big Sisters of America, Big Brothers Big Sisters of America, E4337 Spruce Road, Eleva, WI 54738. 715-878-9670. JNovak@BBBSA.org. The Chair of the Board has been informed, and guidance solicited. (Your agency crisis policy will designate who on the Board, besides the Chair, should also be informed.) The agency s local legal counsel has been contacted, and guidance solicited. Law enforcement and/or Child Protection Services have been informed, and guidance solicited (particularly regarding handling of the alleged perpetrator so as to not interfere with vital investigative issues). The agency s insurance carrier has been informed, and guidance solicited. NOTE: If the agency s insurance carrier is St. Paul, they are NOT to be notified directly but through the Associate Director of Child Safety. If desired, a public relations professional is consulted (available through BBBSA). The staff has been made aware of the crisis and their appropriate responses to match participants calling in with questions. The receptionist and other staff performing reception duties have been informed how to handle calls regarding the crisis. The staff member(s) (including the CEO/ED) who worked directly with the case has/have been offered support. (This support can come from a variety of sources, but please feel free to contact the Associate Director of Child Safety, Agency Development staff and other BBBS CEO s for needed support.) The CEO or Program Director has submitted the Sexual Abuse Allegation Form to the National Associate Director of Child Safety. The agency has informed other BBBS agencies in the same media outlet area about the allegation, especially if there is likely to be media coverage. Major donors have been informed if it is likely that they will see media coverage that could reflect negatively on the agency. The match has been officially closed (if appropriate). 3

The child s primary caretaker has been informed and interviewed by agency staff or other professional (if appropriate, after consultation with agency legal counsel, law enforcement/child Protection). The child has been interviewed (if appropriate, after consultation with agency legal counsel, law enforcement/child Protection). Counseling has been offered to child and family (if appropriate, after consultation with agency legal counsel, law enforcement/child Protection). If previously matched, the previous match(es) has/have been reviewed and contact made where need is indicated (if appropriate, after consultation with agency legal counsel, law enforcement/child Protection). DO NOT send out a letter to all match participants regarding the issue. Match participants who see media coverage and are concerned will contact the agency to express those concerns, and the agency should have already detailed to staff how to handle those inquiries. Mandatory actions during any other crisis (not sexual abuse allegation related): The CEO and media spokesperson have investigated the nature of the crisis, are prepared with accurate information, and have prepared appropriate media statements. The CEO has contacted Agency Development staff in his/her area. If desired, a public relations professional has been consulted (available through BBBSA). If appropriate, the chair of the board and other appropriate, previously identified board members have been informed. (Your agency crisis policy will designate who on the board, besides the chair, should also be informed.) If appropriate, the agency has contacted local legal counsel and/or insurance carrier. If appropriate, the agency has contacted law enforcement. The staff has been made aware of the crisis and their appropriate responses. The receptionist and other staff performing reception duties have been informed how to handle calls regarding the crisis. 4

Actions to take after the immediate crisis: Support has continued for the CEO/ED and any staff member who worked directly with the case. The agency leadership has evaluated the effectiveness of the crisis plan and made adjustments where necessary. The agency leadership has debriefed the crisis to determine what steps need to be taken to avoid the same kind of crisis in the future. The CEO or Program Director continues contact with the VP, Mentoring Programs regarding ongoing developments of sexual abuse cases. 5

III. OTHER STEPS YOU MAY WISH TO TAKE 1. Please feel free to contact the following national staff if you have questions about applying any of the recommendations made in this guide. a. For questions related to the media, contact Noreen Shanfelter, 215-665-7778, nshanfelter@bbbsa.org b. For matters regarding child abuse allegations or concerns, contact Julie Novak, Director Child Safety and Quality Assurance, Big Brothers Big Sisters of America, E4337 Spruce Road, Eleva, WI 54738. 715-878-9670. jnovak@bbbsa.org c. For all other matters, contact your Agency Development staff person. 2. Contact other agencies you know who have gone through a similar crisis. Talking to another CEO/ED or staff member who has also weathered a similar crisis can be very helpful. 3. Contact local sexual assault/rape crisis center hotlines for general venting when the crisis has been created by a sexual abuse allegation. Their hotlines are set up for that purpose. 4. Contact the Nonprofit Risk Management Center (202-785-3891) for additional information or to ask specific questions. They are very willing to help. 5. Stay connected with local arms of crisis organizations like the American Red Cross or FEMA. Having an established relationship will often facilitate a quicker response in a crisis involving natural or manmade disasters. 6

IV. GUIDELINES IN CRISIS COMMUNICATIONS WITH YOUR CONSTITUENTS AND THE MEDIA 1. Proceed with each step with the guidance of a public relations advisor. 2. Develop a written strategy of who, how and when ongoing information will be relayed to agency constituents and/or the media (Board Chair, Executive Committee, full Board, staff leadership, full staff, key donors, insurance carrier, legal counsel, vendors, law enforcement and/or child protective services, BBBSA, other BBBS agencies). Not every agency constituent needs to be informed in every crisis situation. 3. Have all calls routed through one person and agree what the role of that person will be. 4. Make sure that the point person has access to agency decision makers. 5. Make sure that accurate information is obtained prior to talking to agency constituents or the media. If you make a factual error, correct it immediately with your constituents and/or the media. Accuracy of information is essential. 6. Tell the truth always. It s about credibility. 7. Line up your supporters. Don t be shy about asking other organizations and respected leaders in your community to write a letter of support. 8. Don t assume you know why a reporter is calling. Listen first. He or she may be calling about another matter altogether. 9. Know what the reporter s deadline is and be respectful of it. If you cannot come up with the requested information by deadline time, call the reporter back, so her or she doesn t think you re ducking them. 10. Nothing is ever off the record so assume that whatever is said will be reported. 11. Do not use no comment unless advised to do so by your legal counsel. Have a prepared, brief statement to read that reiterates the message you want heard by the public. 12. Create a strong year-round communications program, so that when a crisis arises your good reputation and media savvy will see you through. 7

V. DESIGNATING AND PREPARING YOUR MEDIA SPOKESPERSON Your media spokesperson is a key member of your management team who is your agency s voice to the public. Make your selection carefully. 1. Your agency spokesperson should be an individual able to maintain a calm, professional attitude when dealing with the media. 2. Ideally, the media spokesperson is a member of the agency s leadership, or leadership team. 3. This person, whether a board or staff member, is the only person authorized to speak on behalf of the agency, or to respond to requests for information from the media. 4. Once selected, the spokesperson should begin specific study of all elements of the agency s operations, especially those relevant to the systems of service delivery and financial management. If a crisis situation arises in any other area of operations, the spokesperson should be clearly briefed regarding the procedures for that area before responding to the media. 5. The agency spokesperson should have access to all pertinent information regarding the crisis. 6. Training should be provided for the spokesperson in the best ways to deal with the media. This would include when and how to consult with a public relations advisor. a. Sending out a news release is advisable in some cases and not in others. Consultation should occur with a public relations advisor regarding the pros and cons of sending out a release versus having a prepared statement available for media contacting you. b. The media may wish a verbal statement by phone, a written statement, or an in-person interview. Consultation should occur with your public relations advisor to determine the best method and, if in-person, what the location should be and who should be present. 8

VI. COMMUNICATING WITH THE MEDIA The following are some sample statement that can be distributed to the press if asked. If questions about Big Brothers Big Sisters Volunteer Selection Policy arise, statements are available at www.agencies.bbbsa.org. Agency Response to Child Sexual Abuse Allegation We are shocked and deeply saddened by the news that one of our volunteers/staff members has been identified in connection with an allegation of sexual abuse. We express our sympathy to all of those affected. We are cooperating fully with the authorities investigating this situation. As you know the safety of children is our number one priority. Every staff member or volunteer is thoroughly screened through a series of professional checks and interviews prior to his or her employment or acceptance as a Big. Big Brothers Big Sisters has zero tolerance for abuse and we will continue to refine our practices to insure the safety of all the children we serve. Criminal Allegation Against Former Agency Volunteer/Staff We are aware of the recent allegations against a former (staff, volunteer, board member, etc). The person involved in these allegations is not currently employed/a volunteer with our agency. Then, pick up language from above. Criminal Allegation Against Current Agency Volunteer/Staff We are aware of the recent allegations against one of our (staff, board, volunteer, etc). That individual has been removed from our (staff/board/volunteer pool) pending the outcome of the investigation. Then, pick up language from above. Agency Being Sued This matter is currently in the legal process and we are not able to comment on it except to say that we are cooperating fully with the appropriate authorities. We would like to underscore that the safety and welfare of children is our number one priority and has been since when Big Brothers Big Sisters of was founded. 9