Crisis Communications Lessons from the Surfside Condominium Disaster

The collapse of the 12-story Champlain South condominium building in Surfside, Florida was a disaster heard around the world. Beyond the global headlines generated by this calamity, the depth of sympathetic public response can be measured by the tens of millions of dollars in contributions sent to local relief agencies by donors from all 50 U.S. states and from countries around the world.

One of the most powerful elements in generating this remarkable outpouring of compassion was a highly organized communications campaign. This process was achieved by practicing some of the most basic rules of crisis management and maintaining these practices on a daily basis. Much of the credit for the unified messaging must go to Miami-Dade Mayor Daniella Levine Cava and her team who took the lead in public information and media relations in the aftermath of the deadly building collapse.  

Speak with One Voice: Despite the presence of dozens of federal, state and local political leaders, rescue and recovery agencies and social-service organizations, everyone cooperated in communicating specific messages that were pertinent to the moment. The result was a united communications process that effectively reached all audiences without distractions.

Set Aside Your Differences: All spokespersons stood side by side in Surfside and avoided the partisan bickering and finger pointing that too often occur during disaster responses, most memorably during Puerto Rico and Haiti hurricane relief. Even such ideological opponents as President Joe Biden and Florida Governor Ron DeSantis commended one another for their responsive actions and pledged cooperation. Differences were set aside to maintain focus on the sadness of the tragedy and the importance of rescue and recovery.

Communicate Often and Effectively: Mayor Levine Cava held multiple daily news conferences immediately following the disaster and daily briefings in the weeks that followed. Projecting a sense of openness and empathy, she shared the stage with federal, state and local elected officials, public safety leaders and relief agency spokespersons. Behind the scenes, the Mayor and her staff reached out daily to families of the deceased, surviving Champlain South residents and strategic partners in the rescue and recovery effort to share all relevant information, and truthfully answer any questions and concerns without speculation that might have generated unnecessary controversy. 

These are some of the most basic rules that should govern responsible communication in any crisis situation. Business, professional and non-profit entities are well advised to follow these guidelines when they address unforeseen and unfortunate situations that may threaten their public images and operations. 

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Overcoming the “Best Kept Secret” Syndrome

When I take a first meeting with corporate executives, professional firm partners or non-profit executives, they almost always start our conversations with the same comment. “We’re the best kept secret in town,” they say.

Most of these decision makers usually have tried one solution or another to gain attention. They have rebuilt their websites. They have engaged Search Engine Optimization (SEO) specialists. They have pursued publicity. They have instructed their in-house colleagues to network. In each case, these organizations have pursued one strategy or another, perhaps responding to a contractor’s pitch or after reading the latest advice available on the Internet. Yet the end result has delivered little or no change to their invisibility.

The problem is that one approach in isolation is not enough to promote a brand or its identity. Public relations and marketing campaigns are successful when they are engaged as an interactive process, combining multiple approaches to achieve recognition.

The first step to take is to identify your audience. Who are your clients, customers or donors? Next, identify the most effective means of reaching them. Will they respond to publicity, to interactive media, to a better website, to community outreach?

Once you have answered these questions, meet with a public relations and marketing specialist whose professional tool box offers a variety of services that can simultaneously meet your communications needs. Branding support, media relations, social media strategies, website content, community relations and special events are among the many tools that can build a successful campaign.

Next, determine the core messages that distinguish your brand. Who are you, what do you do and why should anyone care? Build a unified approach to emphasizing those core messages and integrate them into your communications approach.

Recognition begins when your target audience sees your brand messages often enough to remember them. The key to overcoming invisibility is being seen.


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Former U.N. Ambassador Nikki Haley Receiving Friend of Israel Award from Greater Miami Jewish Federation

WHAT:Former U.N. Ambassador Nikki Haley will be honored by the Greater Miami Jewish Federation with the 2019 Friend of Israel Humanitarian Award at The Main Event before a sold-out crowd of more than 1,300 people.

The Main Event is the Greater Miami Jewish Federation’s largest annual community gathering. The Federation Campaign raises more than $22.5 million annually to assist those in need in Miami, in Israel and in more than 70 other countries around the world.

Miami is home to a diverse population of more than 123,000 Jews of all ages, denominations and countries of origin.

WHEN: Tuesday, February 12, 2019. The event begins at 6 p.m. 

Due to security, all media members must check in with official press credentials beginning at 5 p.m. Check-in at the Alto room located on the Ballroom level.

WHERE:Hilton Miami Downtown, 1601 Biscayne Boulevard, Miami, Florida.

MEDIA INSTRUCTIONS:All reporters, photographers and videographers interested in covering this event must present press credentials and a government-issued photo ID (such as a driver’s license) upon arrival at the hotel. 

A staging area for live media vehicles has been cleared on 17thStreet, on the south side of the Burger King on Biscayne Boulevard.

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Stand Up to Hate at Interfaith Community Vigil on October 30

In the aftermath of the worst anti-Semitic attack ever in the United States, hundreds of Miami residents will gather for an interfaith vigil at the Holocaust Memorial Miami Beach on Tuesday, October 30, beginning at 6 p.m.Their message will be to “Stand Up to Anti-Semitism, Stand Up to Hate”to prevent tragedies like Saturday’s fatal mass shooting at a Pittsburgh synagogue.

The Vigil is co-sponsored by the Greater Miami Jewish Federation, its Jewish Community Relations Council (JCRC) the Holocaust Memorial Miami Beach, the Consulate of Israel in Miami, and the Rabbinical Association of Greater Miami, in cooperation with the American Jewish Committee, the Anti-Defamation League (ADL), the National Conference for Community and Justice (NCCJ) and the City of Miami Beach. It has been organized as an event focused on prayer and community solidarity.

Eleven worshipers were killed and six persons were injured on Saturday morning when a lone gunman sprayed automatic weapons fire into a Shabbatservice at the Tree of Life Synagogue in Pittsburgh, PA. The ADL has reported that the number of anti-Semitic incidents throughout the United States was nearly 60% higher in 2017 than in 2016, a record, single-year increase.

For more information, please call the JCRC at 786-866-8486 or visit JewishMiami.org/solidarityvigil

 

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Emergency Fund Established for Victims of Guatemala Volcano Disaster

As part of the Miami community’s response to help victims of the Fuego Volcano in Guatemala, the Greater Miami Jewish Federation has established an Emergency Relief Fund to provide critically needed humanitarian aid to disaster victims and their families. One hundred percent of all contributions to this fund are being allocated directly to the relief effort.

Federation will continue to monitor the situation and assess the impact of this disaster in order to provide immediate assistance to those affected.

To make a contribution, visit JewishMiami.org/guatemala or call 305.576.4000, ext. 428. Donation checks with the notation of “Fuego Volcano Relief” can be mailed to the Greater Miami Jewish Federation, 4200 Biscayne Boulevard, Miami, FL 33137.

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GREATER MIAMI JEWISH FEDERATION ANNOUNCES IRMA RELIEF FUND, WHILE ORGANIZING VOLUNTEERS AND IDENTIFYING STORM VICTIMS

As utility companies work to restore electrical power and communications services in the aftermath of Hurricane Irma, the Greater Miami Jewish Federation is partnering with the Jewish and general communities to assess the needs of our local residents, mobilize volunteers and allocate other resources where they are needed most.

Hurricane Relief Donations

Federation has established an emergency relief fund to support urgent needs in the Jewish and general communities in the wake of Hurricane Irma. One hundred percent of all contributions to this fund will be directed to our community’s collective response to this emergency.

Those wishing to make online donations to this emergency relief fund should visit JewishMiami.org/irma. Donation checks with the notation “Hurricane Irma Relief Fund” should be mailed to the Greater Miami Jewish Federation, 4200 Biscayne Boulevard, Miami, Florida 33137. You may also call 305.576.4000 for assistance.

Calling All Volunteers

If you wish to volunteer to help those affected by the storm, please contact the Jewish Volunteer Center (JVC) of the Greater Miami Jewish Federation at 877.879.5652 and follow the prompts. You also can send an email to IrmaVolunteers@gmjf.org. Leave your name and contact information, and someone will contact you.

Identifying Those in Need

If you or someone you know needs assistance, please call the Jewish community’s 24-hour helpline, 305.576.6550, operated by Federation’s local partner agency, Jewish Community Services of South Florida. If you are unable to reach someone at that number, call Federation’s emergency hotline at 877.879.5652 and follow the prompts. A representative will return your call as soon as possible.

Available Resources

Federation is providing an ongoing list of available resources in the Jewish community – including the opening and closing of certain institutions. Access this list at JewishMiami.org/irmaresources.This list will be updated as new information becomes available. If you have questions about a specific facility, please contact that facility directly.

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Greater Miami Jewish Federation Shares Important Hurricane-Related Resources and Contact Information

In its ongoing effort to serve the community in Miami-Dade County, the Greater Miami Jewish Federation is offering resources and contact information to use in response to Hurricane Irma.

Volunteers wishing to help others during or after the storm should call the Volunteer Center of the Greater Miami Jewish Federation at 877-879-5652 and follow the prompts. Please leave your name and contact information and someone will return your call. You may also email IrmaVolunteers@gmjf.org.

If you or someone you know needs assistance, please call the Jewish community’s 24-hour helpline, 305-576-6550, operated by Federation’s local partner agency, Jewish Community Services of South Florida. If you are unable to reach someone at that number, call Federation’s emergency hotline at 877-879-5652 and follow the prompts to leave a message. Someone will return your call as soon as possible.

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Grand Opening of Miami Lighthouse Children’s Center to Showcase a Bright Future for Blind and Visually Impaired Children

Miami Lighthouse for the Blind and Visually Impaired will give an audience of civic leaders and community philanthropists a glimpse into the future during the grand opening ceremony for its new Miami Lighthouse Learning Center for Children™ and dedication of its Mary M. and Sash A. Spencer Campus. The grand opening and dedication will take place on Wednesday, August 16, beginning at 11 a.m. at Miami Lighthouse, located at 601 Southwest 8th Avenue, Miami.

In addition to celebrating the opening of the new 72,000-square-foot Miami Lighthouse Learning Center for Children™, the event will feature an exhibition of cutting-edge devices, software and technologies designed to assist the visually challenged. Jorge Hernandez, Computer Technology Services Instructor, and John Garcia, Manager of Vision Solutions, will feature new and exciting technology available for the blind and visually impaired, such as, braille-to-audio teaching equipment, the latest in digital print magnification devices, computer speech applications, and Apple computer products, including accessible IPads.

Speakers at the Miami Lighthouse Learning Center for Children™ grand opening ceremony will include City of Miami Mayor Tomas Regalado, Miami-Dade County Public Schools Superintendent Alberto Carvalho, and President & CEO of The Children’s Trust James Haj. Miami Lighthouse’s Early Intervention Blind Babies Program was named the 2016 Program of the Year by the Children’s Trust. This most prestigious award recognizes Miami Lighthouse’s Early Intervention Program, in particular, for including parents as teachers. Representatives from MCM and the architectural firm of Wolfberg Alvarez Partners will also participate in the dedication ceremony along with financial supporters of the project and Miami Lighthouse Board Directors. The event will also feature musical performances by Pre-Kindergarten and schoolchildren participating in Miami Lighthouse’s nationally acclaimed Music Program.

The Lighthouse Learning Center for Children™ will accommodate the expansion of Florida’s first-of-its-kind fully inclusive pre-kindergarten for visually impaired students and their sighted peers. Miami Lighthouse piloted this unique Pre-Kindergarten with 15 students in 2016/2017 in partnership with Miami-Dade County Public Schools and the Early Learning Coalition, to more easily transition blind and visually impaired students to public schools. For academic year 2017-2018, 40 visually impaired and sighted children ages one to four are enrolled with the capacity to expand to 100 children. All classrooms will follow the inclusion model (50 percent students with and 50 percent without visual impairment).

Miami Lighthouse was established in 1931 and has been providing services to the blind from nearly the same location.  With the completion of the Lighthouse Learning Center for Children™, the facility has grown into a 115,000-square-foot landmark. Today Miami Lighthouse is recognized as a national center of excellence in vision rehabilitation that serves more than 14,000 program participants annually with an array of programs that enable blind and visually impaired persons of all ages to achieve independence.

For more information about Miami Lighthouse for the Blind and Visually Impaired, visit www.miamilighthouse.org

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Key Clubhouse Accredited for Services to Adults with Mental Illnesses

Key Clubhouse of South Florida, an agency focused on improving the lives of adults with mental illnesses, has received a three-year accreditation from Clubhouse International, affiliating the Miami-based non-profit organization with the respected worldwide network of more than 320 community-based centers dedicated to sustainable solutions for mental illness.

“We are absolutely delighted to have been accredited by Clubhouse International because it recognizes Key Clubhouse as part of a very elite and effective global group of agencies responding to the challenges of mental illness,” said Debra Webb, Executive Director of Key Clubhouse.

Approval of Key Clubhouse’s accreditation followed a thorough inspection and site visit process, including analysis of the local agency’s social, educational and vocational programs, to ensure that they conform with Clubhouse International’s strict standards.

“The Key Clubhouse is a strong Clubhouse with a clear sense of community and a vibrant and engaging work-ordered day,” the inspection team wrote in its written evaluation. “We noted that relationships were very collegial – member to member, member to staff and staff to staff. Everyone seemed to enjoy being at the Clubhouse and most staff and members were fully engaged in the work-ordered day.”

The mission of Key Clubhouse is to afford people whose lives have been disrupted by mental illness the opportunity to recover meaningful and productive lives through reintegration into the workplace and the community. The goal is a high quality of life for all members, ongoing improvement, and the ultimate elimination of stigma associated with mental illness.

Now that it is accredited, Key Clubhouse is recognized as following the Clubhouse International program model, an evidence-based program by the Substance Abuse and Mental Health Services Administration (SAMHSA). This program model has been successful in reducing the rate of hospitalization and incarcerations, and in securing longer-term and better paid employment for its members. More than 320 Clubhouses in 34 countries around the world follow this program model.

In the past year, Key Clubhouse has placed 31 persons with mental illnesses in employment opportunities. Founded in 2008, the agency currently offers GED classes through a partnership with Lindsey Hopkins Technical College, and offers a Wellness Program that includes exercise and nutrition classes. Key Clubhouse is supported by South Florida Behaviorial Health Network, Health Foundation of South Florida, Peacock Foundation, The Able Trust, Allegany Franciscan Ministries, Litowitz Foundation, Florida Department of Children and Families, other private foundations and individual donors.

Located at 1400 Northwest 54th Street, Key Clubhouse has an open-door policy, admitting adults living with serious and persistent mental illnesses, regardless of their insurance status or place of residence within the county. For more information, visit www.keyclubhouse.org or call 305-693-3508.

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Relief Funds Collected to Aid Louisiana Flood Victims

In aftermath of relentless flooding that has devastated southern Louisiana, the Greater Miami Jewish Federation is joining Jewish Federations across North America to raise funds and respond to urgent needs both in distressed communities surrounding Baton Rouge.

Following severe storms in Southern Louisiana, rising waters have killed at least 13 people, destroyed countless homes and forced tens of thousands to flee for their lives.

One hundred percent of all contributions to this fund will be directed through The Jewish Federations of North America to support Baton Rouge Flood Relief. Those wishing to contribute to the relief fund can do so on the Internet by visiting http://www.JewishMiami.org. Checks also can be mailed payable to Greater Miami Jewish Federation, 4200 Biscayne Boulevard, Miami, Florida 33137. Please note “Baton Rouge Flood Relief” in the memo area of each check.

For more information about donating to Federation’s Baton Rouge Flood Relief fund, call 305-576-4000.

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