Learning Objectives
Apply CDC CERC principles for crisis communication
Communicate effectively during uncertainty
Demonstrate culturally competent communication strategies
Describe nurse leadership roles during response and recovery
Participate effectively in after-action reviews
Contribute to community resilience building
CDC Crisis and Emergency Risk Communication (CERC)
Evidence-Based Crisis Communication
The CDC CERC model provides evidence-based strategies for communicating during emergencies. Effective communication can save lives, reduce fear, and maintain public trust.
Poor communication during COVID-19 demonstrated how misinformation and inconsistent messaging can undermine public compliance with health measures.
BE FIRST
Provide information quickly, even if incomplete. The first source of information is most remembered and most believed.
BE RIGHT
Ensure accuracy. Correct misinformation promptly. Errors damage credibility that's hard to rebuild.
BE CREDIBLE
Be honest, transparent, and empathetic. Acknowledge uncertainty rather than speculate.
EXPRESS EMPATHY
Show you care about people's concerns and well-being. Acknowledge the emotional impact of the crisis.
PROMOTE ACTION
Give specific, actionable steps people can take to protect themselves and their families.
SHOW RESPECT
Acknowledge cultural differences and treat all audiences with dignity. Avoid condescension.
Remember: First Source = Most Believed
In an information vacuum, rumors and misinformation fill the gap. Being FIRST with accurate information - even if incomplete - is better than waiting until you have all the answers.
Communicating Uncertainty
The Challenge of Incomplete Information
During evolving situations, it's impossible to know everything. Acknowledging uncertainty is NOT a sign of incompetence - it's essential for maintaining credibility and trust.
The Uncertainty Formula
"We know there are 15 patients with similar symptoms..."
"We don't yet know the specific cause..."
"...but specimens have been sent to the state lab for testing..."
"We expect preliminary results within 24 hours. Until then, we are treating all patients with appropriate isolation precautions."
DON'T Say
- • "Everything will be fine" (false reassurance)
- • "There's nothing to worry about"
- • "We have no idea what's happening"
- • "I can't tell you anything"
- • Speculation presented as fact
DO Say
- • "Here's what we know right now..."
- • "We're working to find out more..."
- • "Here's what you can do to stay safe..."
- • "We'll update you as soon as we have more information"
- • "I understand this is scary. Here's what's happening..."
Culturally Competent Communication
Nevada's Diverse Population
Nevada has significant Spanish-speaking, Filipino, Chinese, and other immigrant communities. Effective crisis communication must reach ALL community members, regardless of language or cultural background.
Key Principles
Use professional interpreters - never rely on family members for medical interpretation. Provide written materials in multiple languages.
Engage trusted community leaders, faith leaders, and cultural organizations to help disseminate information.
Avoid medical jargon. Use plain language. Confirm understanding through teach-back method.
Respect cultural beliefs about illness, death, and medical treatment. Address concerns without dismissing them.
Language Line Services
Most hospitals have access to telephone interpreter services for over 200 languages. Use them! In Nevada, Spanish interpretation should be readily available in all healthcare settings.
Nurse Leadership in Crisis Response
Your Leadership Matters
Nurses provide critical frontline leadership during bioterrorism events. Your calm, competent leadership directly impacts staff performance, patient outcomes, and community resilience.
During Response
- Maintain calm under pressure
- Implement established protocols
- Communicate clearly with team
- Delegate effectively
- Monitor staff well-being
- Report through proper channels
During Recovery
- Participate in after-action reviews
- Mentor and support colleagues
- Advocate for improvements
- Champion staff support services
- Contribute to policy development
- Educate other healthcare workers
Leadership Under Pressure
"Your calm demeanor during chaos provides psychological safety for your team. When the charge nurse appears in control, staff feel safer and perform better - even in terrifying situations."
After-Action Reviews (AAR)
Learning from Experience
After-action reviews are structured debriefings conducted after an incident to identify what went well, what didn't, and how to improve. They are NOT about blame - they're about learning.
The Four AAR Questions
Review the plan, protocols, and expected actions
Describe events without judgment - just facts
Identify successes to sustain and replicate
Develop specific, actionable recommendations
AAR Best Practices
- • Conduct soon after incident (within days)
- • Include all levels of responders
- • Create safe, blame-free environment
- • Focus on processes, not people
- • Document findings and recommendations
- • Follow up on action items
AAR Pitfalls to Avoid
- • Blaming individuals
- • Waiting too long to debrief
- • Only including leadership
- • Focusing only on negatives
- • Not documenting lessons learned
- • Not implementing changes
Community Resilience
Building Stronger Communities
Community resilience is the ability of a community to withstand, recover from, and adapt to adversity. Strong social support networks and transparent communication are key factors in resilience.
Factors That Strengthen Community Resilience
Family, friends, neighbors, faith communities, and social organizations that provide mutual aid
Honest, timely information from trusted sources builds confidence and reduces fear
Mental health services, financial assistance, healthcare, and basic necessities
Public understanding of preparedness and response increases collective efficacy
Nurses as Community Connectors
Nurses are trusted members of their communities. You can contribute to resilience by educating neighbors and family about preparedness, volunteering with community organizations, and advocating for vulnerable populations.
Long-Term Recovery Considerations
Recovery is a Marathon, Not a Sprint
Both acute and long-term mental health effects, such as anxiety and post-traumatic stress disorder, can be expected to rise after a bioterrorism attack. Recovery takes months to years, not days to weeks.
Long-Term Effects to Monitor
Physical
- • Chronic illness from exposure
- • Disability from injuries
- • Long-term respiratory effects
- • Immunocompromise
Psychological
- • PTSD
- • Anxiety disorders
- • Depression
- • Substance abuse
Social
- • Economic hardship
- • Displacement
- • Social isolation
- • Stigmatization
Nurse's Role in Long-Term Recovery
- Monitor patients for delayed effects
- Screen for mental health concerns
- Connect patients with support services
- Support community reintegration
- Advocate for vulnerable populations
- Participate in ongoing preparedness
Congratulations!
You've completed all 10 modules of the Nevada Bioterrorism Preparedness Course
CERC: Be First, Be Right, Be Credible
Acknowledge uncertainty - it builds trust
Culturally competent communication reaches everyone
Nurse leadership is critical during crisis
AARs turn experience into improvement
Community resilience depends on social support
Pass with 80% or higher to earn your certificate