Scripting

Any interaction with family and friends benefits from organization and scripting. It is hard to predict how a conversation will turn out and so turning up with what is essentially a written game plan will help to corral ideas, demonstrate competency and model open clear communication – the essential element in building a trusting relationship.

A script should 

• lay out the topics to be covered

• help organize the follow 

• immediately start a written record. 

This works for Face to Face or phone contact interactions.

Sample Script 

Introduction – who I am. What is your name and your title. 

Recognition – it is good habit to take time to deliberately state why you are all here and express condolences or regrets for meeting under these circumstances. If the operation remains a search or is clearly viable verbalize that reality.

Check in – families and friends often struggle to maintain self care during the earliest parts of an incident. Take the time to figure out if they hydrated, hungry, jet lagged etc. This helps to frame your conversation and understand why they may not be able to process information. Check if it is a good time to talk or should you phone back in 10 minutes.

Role – succinctly state you are the primary point of contact for the family going forward; emphasize you are part of the Command Staff and have a direct line to the Incident Commander. You are there to provide support;  to answer and channel questions appropriately and maintain regular check ins.

Questions – Groups often arrive with questions based on their own research, lack of experience or inflated sense of what the agency is capable of.  At this point ask them what questions they have and be seen to note them down. Ask for clarity and help to frame the questions to remove ambiguity from any answer. 

Answers - Compile the list and see what you can answer there. Document the answers you have given in your notes. Those questions you cannot answer note out loud and say you will leaving to check in with the IC. 

Next steps – conclude with a quick recap of the questions you are leaving with and identify where and when the next meeting will be.

Example of an 80% Script

“Good afternoon. My name is Moose Mutlow, I am your Agency Family Liaison Officer. I am so sorry to be meeting you all under these circumstances. On behalf of the agency I want to sincerely extend our deepest condolences for your families loss. I am so sorry.

I know everyone has had a long day and I just want to make sure you have what you need before we talk.

Does anyone need to know where the bathrooms are?

I have water here and some snacks if anyone would like.

Can I help with figuring out where you are all staying this evening?

Let me take a moment to explain my role as your Family Liaison Officer. I am your primary contact going forward. I am part of the Incident Command and have a direct line to Incident Commander. My job is help support you,

• by answering questions

• giving you the most up to date information I have

• and make sure you know what are plans are going forward. 

I commit to you I will only answer questions I have 100% confidence in and confirmation of. 

I am sure you all have questions so let us take a couple of minutes to note them down. I will write them down so we have a clear record of what you asked and I am held accountable.

I can answer a few of these now.

Some of the others I will need to check in with Incident Command first. 

I will see you all back here in 30 minutes.”