Crisis Communications Plan - Case Study: BBBS of Centre County

BIG BROTHERS BIG SISTERS OF CENTRE COUNTY

Paulina Jones Anna Sofio

Justin Jacobs

Tell It All! Tell it Fast! Tell the Truth!

Crisis Communica,ons Plan

About BBBS

BBBS of Centre County is an affiliate of BBBS of America

Provides one-on-one services to at-risk youth in the community

A program in the Centre County Youth Services Bureau (YSB)

Funded by in-kind donations, individual donations, and corporate donations

380 children participate in BBBS from the following school districts: State College, Bellefonte, Bald Eagle Area, Penns Valley, and Philipsburg-Osceola

300 adults volunteer from the Centre County area

Provides 3 programs: School Based, JUMP, Community Based

All background screening procedures and program services conform to the requirements of BBBS of America

School Based Program Offers mentoring services for elementary and middle-school aged children

who are referred by school personnel

Voluntary program

Match lasts for at least one school year

Volunteers in this program do not have contact with their Littles outside of the school setting

Program seeks to place children in a one-on-one mentoring relationship that centers on fun and positive activities in the school setting

JUMP

Provides mentoring and group activities for youth ages 12-17 who are referred by the Centre County Juvenile Probation Office

Provides these youth with a positive alternative to their current lifestyle, and seeks to place them in a one-on-one mentoring relationship with a caring adult

Organizes three monthly activities that provide young people a chance to participate in new experiences

Community Based

Offers mentoring services for children ages 5-17 who would benefit from an additional positive adult (16 years-old +) relationship in their lives

Children involved in this program come from a variety of referral sources, including parents, teachers, counselors, friends, or even themselves

The program match lasts for at least 9 months, and

The volunteers in this program meet with their Littles once a week for at least an hour Spend time doing fun activities such as playing at the park, going to the library,

or just hanging out and talking.

Volunteers must have reliable transportation

Mission Statements

MISSION STATEMENT Big Brothers Big Sisters of Centre County operates under the premise that one caring adult can make a significant difference in the life of a child. To that end, the program is committed to providing quality services to at-risk children and youth in Centre County who can benefit from a one-to-one relationship.

CHILD SAFETY STATEMENT Children have the right to be safe at all times. The safety of the children in our program is our #1 priority. We expect everyone associated with Big Brothers Big Sisters of Centre County to support childrens safety and well-being.

Why Do We Need A Crisis Plan?

Primary tool of preparedness BBBS volunteers have one-on-one interaction with children

No home assessment is performed on a volunteers place of residence

BBBS does not verify meeting Big and Little meeting places in the Community-Based program

Funded by in-kind donations, individual donation, and corporate donations

Reputation management

Crisis Scenario

On April 23th, 2010 a 30-year-old male volunteer of Big Brothers Big Sisters of Centre County was taken into custody on charges of physical abuse and on the allegations of sexual assault of a 7-year-old boy enrolled in the Community-Based program

According to police records, on Thursday April 22nd, the Little was invited to play videogames at the Bigs place of residence

The parents of the Little reported the incident to the State College Police and contacted BBBS at 6 p.m. on the night of the incident

With severe physical bruising the Little was taken to Mount Nittany Medical Center for an examination

Medical officials have found the Big to be the cause of the bruising, however the sexual assault allegations are still being investigated

BBBS officials have been notified by the police and the family The names of the child and volunteer have not been released for security

purposes

Potential Risks

Loss of funding from donors Decreased number of children enrolled in BBBS programs Decreased number of quality volunteers participating in

program Corrosion of reputation Concerns regarding the process of screening volunteers Possible lawsuits Copycat cases

Background Check Procedure

Nationwide, the Big Brothers Big Sisters organization is the vanguard for proper screening methods to prevent entry of individuals that may harm children

The in-depth screening process for potential volunteers, prior to matching, includes: Orientation session Application Three non-family character references A criminal background check Child abuse history clearance forms A thorough one-on-one interview with a staff member Pre-placement training Volunteer Agreement

Purpose and Objectives

Prepare BBBS of Centre County staff to effectively manage crises situations

Help staff respond in a unified, professional manner that reinforces sector leadership and creates loyalty to the children, parents, volunteers, board members and donors

Manage the distribution of critical information to staff, volunteers, media, and other publics

To limit miscommunication and rumors

Key Themes & Messages

Child and family personal safety is our top priority Information will be released when found BBBS does not tolerate any act that may endanger the safety

of children in the program BBBS is proactive about making sure that children are safe at

all times BBBS is concerned with the safety and well being of all

volunteers BBBS has a thorough screening process for all potential

volunteers BBBS fully cooperates with law enforcement investigations

Key Publics

Internal Volunteers

Children enrolled in program Board of Director

BBBS staff YSB Staff

External Schools in the program Other YSB programs

Big Brothers Big Sisters of America Donors

Key Personnel

Andrea Boyles Chief executive officer of the Youth Service Bureau (YSB)

Denise McCann Division director of community based services of YSB

Jodi Morelli Program coordinator for BBBS of Centre County

Michael Hackman Director of affiliate relations for the Northeast region

Julie Novak National director for child safety and quality assurance

Personnel Responsibilities

Andrea Boyles Primary Spokesperson Answers media inquiries, corresponds with police officials, alerts all staff in YSB except BBBS

staff, and acts as the liaison between the organization and the family affected

Denise McCann Press Manager Prepares press materials, drafts speaking points for spokesperson, activates the phone hotline,

creates and maintains Dark Site

Julie Novak Secondary Spokesperson Aids primary spokesperson with media inquiries, assists with the phone hotline

Jodi Morelli Internal Relations Coordinator Communicates with internal BBBS of Centre County publics; sends newsletters to families,

volunteers, donors, and board members

Michael Hackman Affiliate Relations Liaison Liaison between local and national BBBS and sustains this contact throughout the case

Communication Chain

Andrea Boyles (Primary Spokesperson)

Denise McCann (Press Manager)

Jodi Morelli (Internal Relations

Coordinator)

Michael Hackman (Affiliate Relations

Liaison) Julie Novak (Secondary

Spokesperson)

Operational Steps

Steps to be taken in the event of alleged sexual molestation by the volunteer:

The CEO collects all facts available on the situation from the individual (e.g. child, guardian) or agency (e.g. police department)

The CEO may/may not notify the Big Brother/Big Sister involved by telephone. Situational factors need to be considered

The CEO notifies the agency spokesperson (if not, the spokesperson) and the board members

The CEO notifies the crisis management team

The CEO notifies the agencys attorney

The CEO and the internal relations coordinator personally visit the parent/guardian of the child to inquire about the childs condition, express concern, verify facts, and provide support Notify the parent/guardian that the match has been suspended

Operational Steps

If not already reported, the internal relations coordinator reports the incident to the authorities (e.g. police department)

The internal relations coordinator cancels all Community Based meetings and events for 24 hours

The CEO notifies all other YSB programs

The spokesperson notifies neighboring youth programs

The press manager prepares all press material, activates the phone hotline and the Dark Site

All media or police inquiries must be referred to the agency spokesperson (or the secondary spokesperson) or Dark Site. Only the agency spokesperson(s) is allowed to make public statements

The internal relations coordinator disseminates letters to all BBBS of Centre County families, volunteers, donors, and board members

Operational Steps

If an attorney representing the child or the volunteer contacts the agency, the call must immediately be referred to the agencys attorney

The affiliate relations liaison reports the incident to Big Brothers Big Sisters of America

The CEO contacts the insurance agent regarding the allegations and follows up with a written notice

The crisis management team thoroughly documents their involvement in handling the incident

The internal relations coordinator gives the board and crisis team a complete oral/written report of the case, including analysis and recommendations for future policies in response to the incident

The agency assists the parent/guardian and child with referrals to professional counselors If the agency deems it necessary, it will cover costs of the counseling. The agency will

not give information concerning insurance coverage.

Media Tools

Press Release Media Statement Letters Families Volunteers Donors Board Members

Phone Hotline 1(800) ASK-BBBS Dark Site

THANK YOU! HAVE A CRISIS FREE DAY!

Questions? Comments?