Managing Expectations at PFAS Community Information Sessions
When PFAS contamination is identified in a community, it can be the start of a long and emotional journey for local residents. Depending of the nature and extent of the impacts, it can change their lifestyle and create uncertainty about the future. For example, using groundwater and consuming home-grown produce is part of everyday life in many communities, and advising residents to cease these activities can have both financial and emotional impacts.
Unlike a major infrastructure project where construction impacts will one day be over, a timeframe cannot be provided for when, or if, life will return to how it was before PFAS was discovered. Throughout a PFAS environmental investigation and subsequent remediation and management, residents will have many questions that cannot be answered. It is important to consider community sensitivities when engaging with a PFAS-impacted community, particularly concerns about potential impacts on lifestyle, property values, business and physical and mental health.
An organisation responsible for, or managing, PFAS impacts may consider holding local community information sessions, or “town hall” meetings. When done well, this approach can establish trust, demonstrate transparency, show the ‘human face’ of the organisation and help residents to better understand the complex technical information presented. However, this type of meeting can become dominated by emotions and in some cases even outrage, and enable vocal stakeholders to grandstand.
If an event deteriorates into chaos, attendees can leave feeling more anxious, stressed and confused than when they arrived. This article focusses on simple things an organisation can do to enhance team member and community safety, and deliver a successful event while reducing the likelihood of inflaming sensitivities.
Plan for safety
It is important to develop a risk assessment and safety plan ahead of the event, and circulate it to team members for input and review. All staff attending should understand the risks and mitigation strategies, and their respective roles and responsibilities. Some key considerations include: potential protestors; uninvited media; verbal and physical conflict between stakeholders and team members; managing distressed stakeholders; and team member fatigue. While none of these risks may eventuate, it’s important that everyone is prepared and across safety and communication protocols.
RSVPs, timing and access
Even though extra attendees always show up on the day, taking RSVPs in advance is not only practical for seating and catering, it allows you to monitor community sentiment. This may lead to identifying issues and concerns you had not anticipated.
Hold the event at a venue that is convenient and accessible to local residents, and ensure timing enables people with various commitments to attend. If the event is held outside of the local area or at an inconvenient time, you are likely to receive negative feedback and aggravate stakeholders before they even set foot in the door.
A warm welcome
First impressions are everything. Ensure the venue is set-up well in advance and team members are all present before community members start arriving (which is usually earlier than the advertised time). Greet community members with a warm welcome upon arrival and make eye contact. You want your first impression to be, “we are organised, and happy to see you”. All team members should wear name tags, and community members should be provided one on arrival. This isn’t just a nicety; name tags help prevent ‘anonymous mob’ mentality and make people feel more accountable for their words and behaviour.
People may be anxious about attending the event, and a warm welcome can put them at ease. Providing light refreshments is worthwhile, as it can reduce tensions and encourage open conversation. Always put out more chairs than you think will be needed. You want people to be comfortable, and this won’t happen if they are hungry or standing.
Q&A – be transparent
A Q&A session at the end of the information session will be expected. With a highly emotive and sensitive subject like PFAS contamination, this can be the most challenging part of the event. Using a facilitator and microphone runner is a good way to minimise grandstanding and keep questions moving. It can be difficult for the speaker to answer or refer questions, and facilitate at the same time. The facilitator can ensure the session is kept to the allocated time, and keep control of the room.
It’s also important to make it clear that if any questions cannot be answered on the spot, the issue will be further investigated and a response provided directly to the individual, or the community, depending on the nature of the enquiry.
Some community members may not want to speak in front of others at the event, but still have questions. Provide a means for community members to contact the organisers and the option to provide their contact information for follow-up conversations.
Facing a room of potentially upset and angry community members can be daunting. However, if risks are considered and managed appropriately, a community information session can lead to significant reputational benefits and rebuild damaged relationships in the local community.
Author: Ellen Gray