Accessible version: https://www.cdc.gov/healthywater/emergency/dwa-comm-toolbox/index.html Drinking Water Advisory Communication Toolbox Updated 2016 CS323532-A Use of trade names is for identification only and does not imply endorsement by the Centers for Disease Control and Prevention, the Public Health Service, the U.S. Department of Health and Human Services, or the American Water Works Association. October 2016 (Note: Bleach concentrations updated in March 2021) All information found in this document can also be accessed online and printed from CDC’s Healthy Water website at http://www.cdc.gov/healthywater/emergency/dwa-comm-toolbox/index.html Drinking Water Advisory Communication Toolbox—2016 Table of Contents About the Drinking Water Advisory Communication Toolbox ...................................1 Introduction ....................................................................................................................2 Overview ................................................................................................................................................. 3 Third Edition (2016) Updates ................................................................................................................ 4 List of New Pages in this Edition ........................................................................................................... 5 Last-minute Planning and Response for Water Advisories ................................................................ 7 Why Are Drinking Water Advisories Issued?...................................................................................... 10 Small Water Systems ............................................................................................................................ 13 Section 1: Before an Incident—Preparing for an Advisory ...................................... 14 Overview ............................................................................................................................................... 15 Checklist: Before an Incident ............................................................................................................... 16 Organizing for Drinking Water Advisories......................................................................................... 18 Collaborating with Partners ................................................................................................................ 25 Developing a Message ......................................................................................................................... 32 Conducting Exercises ........................................................................................................................... 35 Section 2: During an Incident—Issuing an Advisory ................................................ 38 Overview ............................................................................................................................................... 39 Checklist: During an Incident .............................................................................................................. 40 Initiating an Advisory .......................................................................................................................... 42 Preparing an Advisory ......................................................................................................................... 45 Distributing an Advisory ..................................................................................................................... 48 Ending an Advisory .............................................................................................................................. 55 Table of Contents iii Drinking Water Advisory Communication Toolbox—2016 Section 3: After an Incident—Evaluating an Advisory ............................................. 56 Overview ............................................................................................................................................... 57 Checklist: After an Incident ................................................................................................................. 58 Reporting Requirements ..................................................................................................................... 59 Debriefing an Incident ......................................................................................................................... 60 Conducting an Evaluation ................................................................................................................... 61 Modifying Standard Operating Procedures (SOPs) .......................................................................... 64 Continued Public Outreach ................................................................................................................. 65 Appendix A: Glossary of Terms and Abbreviations .................................................. 66 Appendix B: Tools & Templates................................................................................... 72 Before an Incident—Preparing for an Advisory ................................................................................ 72 Information for Communication Planning .................................................................................................................73 Point of Contact for Notification of an Advisory ......................................................................................................74 Communicating with Susceptible Populations Worksheet .................................................................................76 Message Mapping Template ...........................................................................................................................................81 Sample Message Map ........................................................................................................................................................82 Single Overriding Communication Objective (SOCO) Worksheet ....................................................................83 Spokesperson Assessment Tool ......................................................................................................................................85 Critical Customer Checklist ...............................................................................................................................................86 Point of Contact Template .................................................................................................................................................87 Q&As and Fact Sheets—Advisory Advice ...................................................................................................................88 Guidelines for Schools and Childcare Facilities During a Boil Water Advisory ...........................................124 Guidelines for Hotels and Motels During a Boil Water Advisory .....................................................................127 Guidelines for Food Service Facilities During and After a Boil Water Advisory ........................................128 Table of Contents iv Drinking Water Advisory Communication Toolbox—2016 Recommendations for High Rise Buildings Before and During a Water-related Emergency .............130 Recomendaciones para edificios altos antes y durante una emergencia relacionada con el agua ............................................................................................................................................................................132 Guidelines for Healthcare Facilities During and After a Boil Water Advisory ..............................................134 Considerations for Dialysis Centers Before and During a Water Advisory ..................................................136 Point of Contact for Coordination During an Advisory .......................................................................................138 Water System Information Worksheet .......................................................................................................................140 Exercise Planning Template ............................................................................................................................................142 During an Incident—Issuing an Advisory ........................................................................................144 Call Center Data Checklist ...............................................................................................................................................145 Website Information Checklist ......................................................................................................................................146 Website Example .................................................................................................................................................................147 Key Questions for the Public Information Officer ..................................................................................................148 Basic Elements of a Spokesperson Statement ........................................................................................................149 Automated Messages .......................................................................................................................................................150 Working with the Media Template ..............................................................................................................................153