EOG 100 Incident Public Information Guide for PIOs

Questions and Answers

What is primarily a responsibility of the Incident Commander (IC) in relation to media personnel?

To deliver information thoughtfully and professionally (correct)

To prepare official press releases beforehand

To restrict all media access to only authorized personnel

To coordinate media interviews with external parties

Why is it detrimental to restrict media access without valid reasons?

It damages the relationship with the media (correct)

It prevents the dissemination of essential information

It can lead to misinformation being spread

It encourages unauthorized reporting

Which of the following practices is recommended in verbal communication?

Employing a loud and aggressive tone

Speaking in clear and concise 'sound bytes' (correct)

Incorporating complex jargon to sound professional

Using idiomatic expressions for clarity

What is advised regarding the use of grammar in communication with the media?

Proper grammar should be maintained throughout Signup and view all the answers

How should comments made during a media interview generally be structured?

In a manner that is relevant and clear Signup and view all the answers

What is the primary purpose of maintaining a professional appearance while communicating?

To invoke a sense of authority and trust Signup and view all the answers

Why is it important to never use the phrase 'No Comment' during communications?

It is often misinterpreted as a lie Signup and view all the answers

What should you do if you do not have an answer to a reporter's question?

Admit the cause remains under investigation Signup and view all the answers

Which of the following is NOT recommended in non-verbal communication?

Displaying defensive body language Signup and view all the answers

What is the consequence of embellishing or exaggerating facts while communicating?

Loss of credibility when the truth emerges Signup and view all the answers

How should personal opinions be handled during professional communications?

Kept to oneself and not mentioned Signup and view all the answers

Which of the following statements aligns with maintaining one's realm of authority during public communication?

Sticking strictly to your role and responsibilities Signup and view all the answers

What effect does a poor attitude have on non-verbal communication?

It reflects poorly on the organization Signup and view all the answers

What is the primary responsibility of personnel when assisting with the transportation of a citizen in a fire truck?

Remove themselves from service upon completion of the transport. Signup and view all the answers

Which of the following actions is NOT part of the responsibilities assigned to personnel after a fire incident?

Assessing the safety risks posed by the structure. Signup and view all the answers

In what capacity does the Red Cross assist in the aftermath of a fire incident?

Offering food, clothing, and shelter for displaced persons. Signup and view all the answers

What is required before coordinating a walk-through of the structure after a fire incident?

Approval from the incident commander and investigators. Signup and view all the answers

Which of the following is a key aspect of site security management following a fire?

Coordinating fire watch and private security company services. Signup and view all the answers

What is the primary role of the TFD Customer Service Representative at an incident?

To serve as a liaison between the fire department and affected citizens Signup and view all the answers

Which of the following is NOT a responsibility of the TFD Customer Service Representative?

Determine the cause of the fire Signup and view all the answers

What should the TFD Customer Service Representative do if there are animal-related needs during an incident?

Notify the incident commander to contact the appropriate agency Signup and view all the answers

How should the TFD Customer Service Representative communicate with occupants during an incident?

Use the occupant's name respectfully and become their advocate Signup and view all the answers

What action should be taken if on-site customer service resources are insufficient?

Request additional resources from the incident commander Signup and view all the answers

What is an important consideration when dealing with small children at an incident?

Consider using stuffed animals for comfort Signup and view all the answers

Which of the following responsibilities does NOT fall under the TFD Customer Service Representative during an incident?

Coordinate logistics for the fire department response Signup and view all the answers

What is a key duty of the TFD Customer Service Representative in relation to communication?

Explain what is happening on the fireground to occupants Signup and view all the answers

Study Notes

Incident Public Information Roles

Public Information is vital within the emergency management process.
The Incident Commander (IC) ensures accurate information delivery to media.
PIOs must represent the Tulsa Fire Department (TFD) effectively; lack of communication could lead to misinformation.

Media Access and Interaction

Media personnel have lawful access to incidents; limiting access harms relationships.
Establish a designated "media staging area" for large incidents.

Communication Skills

Verbal Communication

Use proper grammar and clear pronunciation, avoiding slang.
Maintain a calm tone and provide clear, relevant statements.
Deliver information in "sound bites" to prevent misinterpretation during coverage.

Non-Verbal Communication

Present a professional posture and exhibit positive body language.
Dress appropriately with bunker gear; avoid casual items like sunglasses or caps.
Prioritize eye contact with reporters over the camera.

Honesty in Responses

Always answer truthfully; falsehoods will be exposed.
Avoid exaggerations and be comfortable stating unknowns.

Handling Queries

Avoid saying "No Comment," which can imply avoidance; instead, reframe questions.
Stick to known facts and avoid speculation about incidents under investigation.

Authority Limitations

Speak strictly within TFD authority; do not address policies or external agencies.
Do not engage in discussions regarding litigation or legislative matters.

Inappropriate Comments

Keep personal opinions private; avoid any off-color or inappropriate comments.
Refrain from using offensive language or touching on sensitive topics like race or religion.

Customer Service Responsibilities

Establish a TFD Customer Service Representative swiftly in significant incidents.
Act as a liaison for citizens, gathering and sharing crucial information with the IC or appropriate agencies.

Additional Support and Communication

Attend to affected individuals and provide mobile phone access for communication.
Identify and accommodate mental health needs with support resources.
Collaborate with agencies like the Red Cross to offer shelter and necessities.

Operational Coordination

Assist occupants and owners with explanations of fireground activities.
Communicate salvage needs and coordinate recovery of valuable items.
Provide ongoing support until formally concluded by the customer.

Transportation Protocol

Notify Fire Alarm Operator (FAO) when transporting a citizen; document the process and destination.

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Description

This quiz provides an overview of the essential responsibilities of Incident Public Information Officers (PIOs) within emergency management. It covers critical aspects such as the importance of professional communication with media personnel and compliance with the Freedom of Information Act. Prepare to enhance your understanding of effective public information strategies in crisis situations.