When I managed a Liaison program at a utility we had eight potential locations to staff – seven county Office of Emergency Management (OEM) locations and a state level OEM. One of our biggest challenges was ensuring that we always had enough trained people filling the roles. First we assigned the usual suspects (i.e. the people already had a job that required them to interact with external stakeholders). Then we had to recruit people with the right skill set from other areas of the company, and this became their ‘storm job.’ Once we had the team, keeping up with the training was key, especially if they weren’t activated for their assignment very often. One of the most important things you can do to make sure your Liaisons have the skills and confidence to do the job is to make sure that you equip them with the tools and training they need to perform their role.
Insight from the Trenches: Eileen Unger