Recovery Communication Guidelines. Ministry for Police and Emergency Services

Transcription

1 Recovery Communication Guidelines Ministry for Police and Emergency Services Issued July 2011

2 Contents 1. Introduction Purpose of the Guidelines Communication in Recovery Principles of Communication in Recovery Understanding the Stakeholders Communication Tools Communicating with Special Needs Groups during Recovery Conclusion Appendices ISSUED May 2011 Page 2

3 1. Introduction The NSW Government is committed to ensuring that the community is well prepared and able to deliver effective recovery operations, following events that affect the people of NSW, whether within state borders, interstate or overseas. The NSW Recovery Plan provides the strategic intent, responsibilities, authorities and the mechanisms for disaster recovery in NSW. The communication guidelines are part of a suite of documents designed to support the NSW Recovery Plan which allow for the development and implementation of a planned recovery following a natural disaster or other emergency. Communication plays a crucial role in the effective disaster recovery of a community 1 and it is well documented that having access to appropriate information before, during and after an emergency can have a very positive effect on the resilience and recovery of individuals and the community. 2. Purpose of the Guidelines The purpose of these guidelines is to raise awareness and understanding of the importance of communicating in recovery and in particular how key messages should be communicated to identified stakeholders and target audiences. Local government has a key role in the response to and recovery from an emergency or disaster event, usually within a state, territory or sometimes national context. The aim of these communication guidelines is to provide guidance to local government affected by disaster to achieve: Better governance of emergency recovery and emergency management A more confident and rigorous basis for decision making and planning Value from uncertainty and variability Pro-active management Improved resilience More efficient allocation and use of resources Improved community confidence and trust A smooth recovery process The guidelines are primarily designed for local government but can also be used by any personnel involved in the provision of emergency recovery operations within NSW. This may include: State Emergency Recovery Controller (SERCON), Deputy State Emergency Recovery Controller (DSERCON) and supporting staff from the Ministry for Police and Emergency Services State Emergency Operations Controller (SEOCON), Deputy State Emergency Operations Controller (DSEOCON) and supporting staff from the NSW Police Force 1 ISSUED May 2011 Page 3

4 Government and non-government agencies responsible for aspects of emergency recovery Emergency Management Committees Recovery Committees Recovery Coordinators Functional Area Coordinators and Committees Affected Communities of NSW Public Information Functional Area Supporting Plan The NSW Government has a coordinated approach to public information, with respect to emergencies. Public information strategies will be developed following specific natural disasters or emergencies, as part of the recovery planning process. These public information strategies will support the effective management, coordination and release of authorised public information messages that are timely and accurate. Responsibility for the development and implementation of public information strategies will be identified in the recovery planning process and are tailored for each level of Government. All agencies with a role in the recovery are responsible for producing agency specific information to fit the agreed public information strategy. The Public Information Services Functional Area Supporting Plan [PIFASP] is a Supporting Plan of the NSW Displan 2. The Plan has been developed to reflect the changing needs of public information and the way in which emergency management organisations broadcast important information to the community in a timely and coordinated manner. The Public Information Coordination Centre [PICC] will, if activated, coordinate the release of public information. The role and function of the PIIC is to: provide a single source of public information support and assist in the operational management of an emergency and subsequent investigations provide information in a timely manner which promotes public safety provide accurate, reliable and authorised information build and hold public confidence provide consistent and coordinated information messages assist longer-term recovery 3. Communication in Recovery Recovery communication refers to the practice of sending, gathering, managing and evaluating information in the recovery stage during and following a disaster. Council has a lead role in creating a local recovery plan as part of its ongoing preparedness. A designated component of this plan should focus on effectively communicating with communities and individuals impacted by an emergency. 2 NSW Public Information Services Functional Area Supporting Plan [25/08/2005] ISSUED May 2011 Page 4

5 The NSW Recovery Plan 3 highlights that successful recovery is built on effective communication with affected communities and other stakeholders. Recovery should: Ensure that all communication is relevant, timely, clear, accurate, targeted, credible and consistent Recognise that communication with a community should be two-way, and that input and feedback should be sought and considered over an extended time; Ensure that information is accessible to audiences in diverse situations, addresses a variety of communication needs, and is provided through a range of media and channels Establish mechanisms for coordinated and consistent communication with all organisations and individuals; and Repeat key recovery messages because information is more likely to reach community members when they are repeated The information that needs to be communicated in the recovery process depends upon the characteristics of the event in terms of type, location, severity and effects on the community 4. It is possible to detail the broad categories of information that need to be communicated in the recovery process, namely: What has happened in the community What recovery is likely to involve What plans are in place for the well-being of the community What services and resources are available for recovery of the community Information which will assist the community to effect recovery 4. Principles of Communication in Recovery People affected by disaster are often overwhelmed by large amounts of information and as a result their ability to take in information, think about it and remember it can be impacted. During recovery, standard communication principles will apply but there will be additional considerations, key principles include: Assist the community by providing relevant, clear and timely information Often people affected by disaster are presented with huge amounts of information. By consulting with the community it is possible to establish what people actually want to know, i.e. what is happening with recovery, how can they access support and who to contact should they have any questions. Ensure the information is presented in a way that is clear and free of jargon. Short, sharp amounts of relevant and practical information are most useful. 3 NSW Recovery Plan [June 2010] 4 Emergency Management Australia Recovery[2004] ISSUED May 2011 Page 5

6 Make the communications targeted and utilise appropriate methods of communication for all audiences Ensure your communication fits the audience; this can be achieved by knowing your audience and the best way to reach them. Work in conjunction with the community and individuals and utilise existing networks and strengths. Respect the community by ensuring communication is culturally appropriate. Reiterate key messages and re-communicate regularly After and during an emergency people can have trouble remembering information. It is important to reiterate and re-communicate information periodically throughout the recovery process. Acknowledge the impact to help validate people s experiences Allowing people affected by an emergency to acknowledge and validate their experiences is important. Successful communication can act as a type of community development; empowering the community and individuals to understand and influence their recovery, increase social cohesion and assist in rebuilding the social fabric of the group that has undergone significant dislocation 5. An emergency can impact on a person s ability to take in information and can affect a person s concentration, memory and decision making ability. These impacts may impair people for just a few hours or up to several months or years depending on the person, the event and many other factors. Key to overcoming these impacts is communicating effectively. Face to face communication is particularly beneficial but it can be backed up by other effective communication 6 : Only provide or send necessary, relevant information Keep information consistent, accurate, short and sharp Use clear language and uncomplicated sentences Use positive language where possible Provide information in various formats, including printed material that people can read later Repeat information frequently Ask people if they want regular communication times Provide contact details for follow up questions Two way communication Good communication includes a commitment to customer service and public accountability. It is important to ask what do they need, what can they do themselves and what do they need help doing? There should be mechanisms in place for feedback as well as avenues for appropriate complaints resolution. 5 And 5 Australian Red Cross (2010), Communicating in Recovery ISSUED May 2011 Page 6

7 Two-way communication involves the sharing of perspectives, beliefs, and positions between interested parties, and between an emergency recovery agency and its stakeholders. Building a feedback loop into communications is important to ensure the communication being provided is beneficial to the community. Advantages include: Confirms suitability of communication Allows for reviewing of communications Ensures the communication is tailored appropriately Provides information about the communication, in terms of status, needs etc. Feedback can be obtained from the community in a number of ways: Include council contact details on all communications [ , telephone number, web address] Have feedback and evaluation systems integrated into all communications Gather data from community meetings, via note taking and face to face Talk to staff and volunteers that are returning from the affected area to ensure information and knowledge is transferred 5. Understanding the Stakeholders Stakeholders are those who may affect, be affected by, or perceive themselves to be affected by an emergency event or the emergency recovery process. In other words, stakeholders are those people or groups who have a legitimate interest in the emergency recovery operation. There will be differences of opinion on who should be included as stakeholders but it is important to be as inclusive as possible. It is important to identify stakeholders and to realize that the emergency recovery operation does not choose the stakeholders they choose themselves. If a group is overlooked initially, it is likely they will emerge later and benefits of early consultation will be missed. Further, inappropriate or ineffective communication can serve to exacerbate emergency conditions, particularly for non-vocal groups thereby creating inequity and/or prolonging recovery for disengaged groups. The communication target audience can be categorised into the following: Key Emergency Management Minister Cabinet and Policy Advisors Emergency Services Functional Areas District Emergency Management Committees, Controllers and Officers Local Emergency Management Committees, Controllers and Officers Other SEMC Members Local Government and Shires Associations ISSUED May 2011 Page 7

8 Other Government Agencies and Non-Government Agencies may include: Tourism NSW Chambers of Commerce Environmental Groups Department of Trade, Investment, Regional Infrastructure and Services Elders and Leaders of diverse communities Surf Life Saving NSW Australian Red Cross Community Australian communities are varied in their composition and in their level of exposure to disaster risk. Factors that can influence disaster resilience include remoteness, population density and mobility, socio-economic status, age profile, and percentage of population for whom English is a second language. Within individual communities, certain members are more vulnerable and may need tailored advice and support. 7 Community development in the disaster recovery context is the empowerment of individuals and communities to manage their own recovery. Individuals and agencies involved in community development pre disaster have a clear role to support and facilitate individual and community recovery post disaster. 8 As such it is important that they are integrated into the recovery system. For example, neighbourhood centres, local not-for-profit and local Non Government Organisations (NGOs). The SERCON, Recovery Committee or Recovery Coordinator may establish Local Community Consultation Groups to enable members of the local community, including people affected by the event and representatives from local organisations, to meet and to provide input and guidance to the recovery process. These groups provide a mechanism for enhancing communication and feedback loops within communities. The Community Consultation Group: Represents the community in the recovery process Facilitates dialogue between the Recovery Committee/Coordinator and the community so as to regularly advise on issues of concern Works with the Recovery Committee/Coordinator and task groups to tackle specific issues Assists coordination of recovery initiatives undertaken in the community Knowledge, innovation and education can enhance a culture of resilience at all levels of the community and should contribute to a continual cycle of learning. Knowledge is fundamental to enable everyone in the community to determine their hazards and risks, and to inform preparation and mitigation measures NSW Recovery Plan [June 2010] 9 ISSUED May 2011 Page 8

9 Communication Needs Assessment A Communication Needs Assessment is a way of gathering information about a community s opinions, needs, challenges, and assets. This information will help determine local needs and ensure that recovery reflects these, and thereby enhances community capacity and resilience. It is useful to complete a Communication Needs Assessment [CNA] prior to conducting public information campaigns. A CNA is the simple method of organising the purpose, methods and issues of a public information campaign. An example CNA could include: Issue Questions to Ask Yourself Situational - What is the context to the emergency? Stakeholder - Who are you trying to communicate with? - What special needs do they have? - What assets can be built upon to improve communications? - What are the concerns stakeholders have? Objectives - What is it that you are trying to achieve by communicating? - What information are you trying to communicate? Method - What method is best suited to meet the above? Feedback - How can we ensure two way communication? NSW Councils already do extensive planning which can be drawn upon to inform the Needs Assessment: A Community and Social Plan which details who the vulnerable are in the community A Population Profile A Vision for the Future An Emergency Risk Management Strategy [created by the LEMC] ISSUED May 2011 Page 9

10 Communications Model The steps taken in effective communication during recovery can be summarised as follows: Recovery Phase of an Emergency Recovery Assessment Identify Stakeholders [Internal and External] Communication Needs Assessment [Who] Identify Communication Methods [How] Prepare Communications Plan Continuous Process Distribute Communications Plan to Stakeholders Two Way Process Finalise Communications Plan Distribute Information 6. Communication Tools When an emergency occurs, the pressure for information to the media and public is tremendous. This demand may happen even before all the facts of a situation are known and the internal audiences have been informed. The methods used for disseminating information to the public during an emergency will largely depend on the scale and nature of the emergency and the infrastructure and resources government agencies have at their disposal. Selecting the most appropriate communication method is important. Useful reference documents which offer a comprehensive guide to community engagement methods and techniques include: ISSUED May 2011 Page 10

11 Engaging Queenslanders: A guide to community engagement methods and techniques: ACT Government Community Engagement Manual: Your Guide to engaging with the Community: data/assets/pdf_file/0018/7111 8/community_engagement_manual.pdf The method of communication and consultation may need to be varied throughout the emergency recovery process. A communication and consultation plan in an emergency recovery operation will be influenced by what is trying to be achieved in relation to emergency recovery. It is important to remember that people respond to different methods of communication and as such the communication medium should fit the audience. An effective way of channeling information is through people locally placed within the community, such as: Community leaders Store owners School teachers Health care professionals Local media, such as local radio and newspapers These can help better target communication because they offer a greater understanding of their community needs and can help ensure information reaches the specified target. Some caution needs to be considered to ensure the information is disseminated appropriately: Be clear and concise with instructions Clearly identify who the recipient of the information should be It is also important to note that councils preparing information for public dissemination that contains information about agency programs, assistance, grants etc. should seek assistance and approval by the agency for the content included in these documents. The communication activity has many potential dimensions, including within organisations and throughout the wider community. Organisational Within communication strategies, internal communication is often overlooked, yet it is vitally important. Developing sound internal communication processes and evaluating these processes on a regular basis is fundamental to ensuring a cohesive organisation with a clear distinct message. The use of internal web and hard copy internal publications are an effective medium for internal promotion. ISSUED May 2011 Page 11

12 External Websites Websites can be used for almost all communications and increasingly people view websites as a primary source of information. They can provide links to various organisations and information. Public Media The media play a very important role in communication during disaster. NSW Councils often have an established Media Officer with links to media and channels in place for the distribution of information. The media can take many forms; newspaper, television, printed matter and radio are some examples. Working with the media can help ensure correct information about the recovery is provided to the community in the widest possible way. Characteristics of a strong message include: Incorporate new information into the release to capture attention Make the key information clear and unambiguous remembering that spokespeople only have a few seconds to get the message across. Add in some statistics, for example how many people attended a recovery centre, how many financial grants have been awarded. Ensure the message has feeling and empathy with a focus on people. Social Media Examples of social media include: Facebook, Twitter, YouTube, MySpace, Badges and widgets and Blogs. Social media can help alert people to upcoming events, such as community meetings and they provide a forum for expression of feelings. Videos can be utilised via social media sites and websites can convey messages and information in a visual way. Hard Copy External Publications Examples of hard copy external publications include pamphlets, flyers, brochures, newsletters, fact sheets and posters. These types of materials are useful because people can take them away and digest the information in private. People tend to be familiar with their format and they are easy to use and produce. Newsletters can provide affected people with regular contact and a sense of social inclusion. They can be either electronic or hard copy and they have the ability to localise issues and information. They need to tie in with your existing key messages and be designed to strengthen overall communications. Face to Face Community Meetings are an example of face to face communication and are an excellent way to obtain instant feedback from people and provide a forum for questions and answers. ISSUED May 2011 Page 12

13 They can also provide a social connection for isolated people and act as a conduit for the dissemination of other communications [print materials]. Guidelines for running an effective meeting: An effective meeting serves a purpose so have a set agenda Have set start and finish times Keep a record of action items and recap these at the end Have a Q&A option to allow for feedback and discussion Leave the door open to encourage late participants to join in Be prepared that some people may be highly charged and emotional Have rooms available for private discussions after the meeting Ensure transport is available so that interested parties are not excluded due to a lack of transport Word of Mouth Word of mouth is a trusted form of communication; however, it is very hard to control. Influencing word of mouth may help reduce the likelihood that the message is distorted; this can be achieved by providing clear and consistent messaging and also complimenting face-to-face meetings with printed materials. It is most effective because it can be quickly dispersed via social networks. Templates During emergencies, councils support their communities directly and indirectly by providing resources and information to emergency agencies, and to the community. A number of templates have been created to assist in the dissemination of information; these can be adapted for all scale disasters: Recovery Communications Plan The example shown in Appendix A may help you to build a Communication Plan by: Listing your communications stakeholders Identifying the required communications Determining the method and frequency of each event You can use this Communication Plan template to allocate resources to communications events and build a communication event schedule. Other advantages include: Monitoring the communication events completed Gaining feedback on communication events Improving the communications processes Communication Needs Assessment (CNA) Completing a CNA template, as shown in Appendix B, prior to producing any materials may help to structure communications effectively. Media Release ISSUED May 2011 Page 13

14 Effective media releases are a vital part of the overall communication strategy. See Appendix C for an example release. Key considerations for a release include: Create a headline that is brief, clear and to the point The main content needs to follow a logical sequence, starting with a one sentence lead which needs to grab the reader and say clearly what is happening. The first paragraph needs to sum up the intent of the release and further content elaborates on it. Avoid repition and jargon and make the story simple to understand. Deal with facts, events, products, targets, plans etc. Recovery Newsletter A Recovery Newsletter is an excellent way of communicating with the community. They have the ability to localise issues and information and can be passed on from one person to another. See Appendix D and E for example recovery newsletters. 7. Communicating with Special Needs Groups during Recovery Effective communication is vital at times of disaster but it can be hard to communicate easily with whole communities, partly because they do not exist as single entities: they are made up of large numbers of people with different attitudes, personalities, expectations and experiences. People with "special needs" are defined in a variety of ways; this is because a person with special needs can have any number of characteristics medical, cultural, cognitive, cultural, physical, or a combination thereof that differentiates them from other individuals in terms of needs. Within society there exists differing characteristics that will impact on how you communicate with individuals and communities. General communication principles will apply here but there will be additional considerations. Effective and tailored communication can help to enhance recovery, ensure needs are met, promote equality and build effective relationships between marginalised groups and recovery agencies and committees. Aboriginal and Torres Strait Islander communities Aboriginal and Torres Strait Islander peoples experience disproportionally high levels of vulnerability across most social, economic and health indicators 10. There are challenges associated with rural isolation such as travel times, internet access and supplies; utilise the power of word of mouth and elders to disseminate information. 10 Working with Aboriginal People and Communities: A Practical Resource. NSW Department of Community Services ISSUED May 2011 Page 14

15 Older people Both the numbers of elderly people and the proportions they make up of city-wide populations are increasing steadily and both trends have long-term momentum to carry them into the future 11. Not all older people are vulnerable but for those that are frail and unable to respond quickly without assistance there are additional considerations. Children and Teenagers Providing relevant information to children and teenagers affected by a disaster is important in reducing their distress and confusion. When children and teenagers are caught up in a disaster providing them with access to information and a forum for asking questions and a freedom to express their thoughts, feelings and concerns can ultimately help reduce the likelihood of problems further on. Physical disability Any impairment which limits the physical function of limbs or fine or gross motor ability is a physical disability 12. Creating multiple mediums for communicating with physical impaired people is essential, e.g. brail, picture cards, audio versions, large print 13. Communicating with a diverse community hinges on engaging special-needs community organizations in efforts to promote personal preparedness, secure subject matter expertise, and formalize agreements for disaster support 14. Cognitive and learning difficulties Learning disability is a classification including several disorders in which a person has difficulty learning in a typical manner, usually caused by an unknown factor or factors. The unknown factor is the disorder that affects the brain s ability to receive and process information 15. Imperative to communicating effectively with this group is to identify their concerns and be flexible enough to deliver messages in a way that suit their need. Religious Groups Appreciation needs to be given for Religious groups in the context of disaster recovery, in relation to religious customs and practices. Religious groups exist across all areas of society regardless of age and socioeconomic status. Language barriers can cause problems, maximising communication channels already in place, such as newsletters, radio programmes, will help alleviate this 11 Community Analysis: Some Considerations for Disaster Preparedness and Response C L Keys State Planning Co-ordinator NSW State Emergency Service The Paradigm Shift in Planning for Special-Needs Populations [ Brian S. Parsons, MUEP, MPA and Debra Fulmer, MA 15 ISSUED May 2011 Page 15

16 Culturally and Linguistically Diverse backgrounds [CALD] The terms Culturally and Linguistically Diverse (CALD) and Non-English Speaking Background (NESB) are both commonly used in the research, practice, and policy discourse to refer to all of Australia s non-indigenous ethnic groups other than the English-speaking Anglo-Saxon majority 16. Refugee and asylum seeker groups consistently rank as some of the most vulnerable people in the community 17. Groups may often feel removed from society before an emergency and this could well be escalated during and post disaster. Gender Gender awareness is important when considering appropriate and effective communication methods; time should be given to research and understand the gender dynamics of the community. 8. Conclusion Following an emergency or disaster, local government has a key role to play in recovery communication. Providing the community with appropriate information in a timely fashion will have a positive effect on the resilience and recovery of individuals. Effective communication creates a bridge between diverse stakeholders, connecting cultures and organizational backgrounds, different levels of expertise, and various perspectives and interests 18. Councils are best placed to achieve this because they have access to specialised knowledge about the environmental and demographic features of their districts. Local government should try to ensure that information is accessible to audiences in a range of situations, addresses a variety of communication needs, and is provided through a range of channels. It is important to evaluate communications to ensure they are reaching the target audience and meeting the needs of the community. 9. Appendices Emergency Management Australia, Recovery: Manual 10 (no author). Canberra: Emergency Management Australia, 2004 ISSUED May 2011 Page 16

17 Appendix A - Recovery Communications Plan Template AIM OBJECTIVES What is the purpose of the Communication Plan? In most cases the purpose of the Communication Plan is to provide timely and useful information to the community and restore public confidence in the recovery process. Specific Measurable Achievable Realistic Timely WHO WHAT HOW WHEN Who is the audience? Identify and prioritise target audience What are the key messages? These should be clear and succinct statements you want the target audience to receive How are the messages going to be delivered? Select methods that meet the community need and use existing resources When are the messages going to be delivered? These need to be timely and appropriate REF# AGREED ACTIONS PRIORITY RESPONSIBILITY BY WHEN ISSUED May 2011 Page 17

18 Appendix B - Communication Needs Assessment Template Example CNA Severe floods have hit Brisbane, killing ten people and destroying hundreds of residential properties and businesses with thousands more damaged. Two weeks after the event and many are still in short term accommodation and the clean-up operation is still underway. There are ten local government areas affected and a Community Development Officer has been tasked with targeting the culturally diverse in one of the local government areas. ISSUE Situational Stakeholder Objectives Method Feedback Notes - Large amounts of debris in area - Community becoming increasingly agitated re: government financial support - Response and early recovery proceeding - Electricity has been restored in the area Communicating with those of Japanese nationality and/or those of Japanese ethnic background: - Japanese community leaders have significant influence - 2 of the deceased were of Japanese background - There is a state Japanese newspaper and radio channel in existence - Significant number of older people have difficulty understanding English - Group spans all age and socio-economic categories - #1 - disseminate council contact details reiterating they are key contact for any issues - #2 - improve relations between council and the Japanese community - Utilise the Japanese newspaper to advertise key information - Target community leaders - Target community centres that Japanese community use with printed materials, information and meetings - Have translation services available through council - Have regular feedback and updates from community leaders to keep abreast of issues ISSUED May 2011 Page 18

19 Blank Template ISSUE Notes Situational Stakeholder Objectives Method Feedback ISSUED May 2011 Page 19

20 Appendix C - Media Release Recovery Centre [Grafton] Example Media Release <Name> Recovery Centre Established A disaster recovery centre is being established to help residents in <Location> Local Government Area who have been affected by the recent flood event. The centre, to be located at <address> close to <reference landmark>, is expected to be operational from <date>. The <Name> Recovery Centre, to be managed by <Name>, will be open <number> days a week. While the need exists its hours of operation will be: Monday to Friday - <opening time> until <closing time> Saturday and Sunday - <opening time> until <closing time> The phone number for the Centre will be <number>. For those requiring assistance, representatives of key welfare, business and insurance agencies will be on hand, or via referral from the site, to give help, advice and information to affected residents and business people. The agencies that will be represented will include: <list agencies>. After the Emergency Operations Centre was stood down at <time> on <date>, the <Name> Recovery Committee, chaired by <Name> met at <time> the same day to commence the recovery process and to set up the <name> Recovery Centre. This committee will meet regularly to ensure a coordinated approach is adopted for the recovery. Anyone requiring information on road closures should visit the <local government> website at <web address> or if you do not have computer access phone Council on <number>. ISSUED May 2011 Page 20

21 Potential Health Risk [Clarence Valley] Example Media Release As the flood waters recede and the <River> returns to a regular tidal cycle, <Council> is advising beach goers to avoid swimming in the river and take care when swimming on ocean beaches. Environment and Open Spaces Manager, <Name> says, Recreational waters can become unsafe for swimming and general use after heavy rains, especially floods, due to the potential for pollution originating from a variety of sources within our catchment area. Water may contain harmful bacteria as well as dangerous, submerged debris such as logs and branches. Council advises that the river and beaches close to the river mouth, such as Whiting and Turners are prone to poor water quality at times during events such as this and people should take extra care if they decide to swim, especially with potential for hidden debris. Further information on what you can do to minimise health risks from the flood are available on NSW Health s web site at Council regularly monitors recreational waters as part of the ongoing Beachwatch program during the summer months. Looking at the river recently is a good visual reminder for us all to be careful of what we wash down our storm water drains and where we place our rubbish <Name> adds. For any further information, please contact Council s Environmental Services on <Number>. Appendix D - Recovery Newsletter Example from Brewarrina Appendix E - Recovery Newsletter Example from Murrindindi ISSUED May 2011 Page 21