Communications: Colorado’s governmental public health system will be a trusted source of clear, consistent, accurate and timely health and environmental information.
The system will consistently use equitable, multi-directional communication strategies, interventions and tools to support all public health goals.
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The source Core Public Health Services Operational Definitions Manual 2019 is organized as follows:
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Functions of Communications
A2a. Media Communications
I. Maintain ongoing relations with local and statewide media through proactive and compelling press releases, press conferences and story pitching.
i. Build and maintain relationships with media outlets.
ii. Respond to media requests.
iii. Develop and maintain media relations plans, policies and/or protocols for leveraging media in communicating with the public effectively
iv. Regularly evaluate and improve media engagement plans, policies and/or protocols.
A2b. Public Communications
I. Increase the visibility and understanding of public health issues and the value of public health initiatives through consistent, strategic communications that are culturally and linguistically appropriate to the communities served.
i. Promote the community’s understanding of and support for policies and strategies that will improve the public’s health.
ii. Educate individuals and organizations in the meaning, purpose and benefit of public health laws and how to comply.
iii. Develop and implement strategic communications plans that align with public health improvement plans (PHIP).
iv. Work collaboratively with communities to co-create communication strategies that promote and align with federal standards, such as Culturally and Linguistically Appropriate Services (CLAS).
v. Regularly evaluate and improve on communications efforts using qualitative and quantitative methods.
II. Maintain the ability to transmit and receive communications to and from the public in an appropriate, timely and accurate manner. Adapt this ability to emerging communications technologies and the preferred mediums in each jurisdiction.
i. Maintain an up-to-date public website and social media presence through a variety of channels to provide public health information, as part of regular monitoring and responding to community concerns, both routinely and during an emergency.
ii. Develop and evaluate a risk communication plan that includes protocols for urgent 24/7 communications.
iii. Establish and participate in a public alert network or similar system to receive and issue alerts 24/7 through phone and text messaging.
iv. Regularly evaluate and improve public engagement activities, plans, policies and/or protocols.
III. Develop and maintain customer service standards for regular public interactions in a manner that is culturally and linguistically appropriate to the communities served.
i. Ensure that communications and interactions with the public are delivered in a courteous and professional manner that aligns with federal standards such as Culturally and Linguistically Appropriate Services (CLAS).
ii. Provide visitors and clients with correct and appropriate information, including through easy-to-understand signage.
iii. Provide contact information, including names, telephone numbers and online addresses in all communications.
iv. Provide a channel (e.g., online and paper forms) for public feedback on customer and client services performance.
v. Regularly evaluate and improve customer service engagement plans, policies and/or protocols.
A2c. Internal and Partner Communications
I. Maintain and encourage frequent internal communications between staff, leadership and close partners.
i. Develop internal communications protocols.
ii. Provide shared learning opportunities, including through emerging communications technologies.
iii. Share important public information with agency staff before it is released to the public.
iv. Provide channels for agency staff to give feedback to leadership.
v. Provide ongoing formal and informal opportunities for staff and workgroups to evaluate programs, quality improvement efforts, staff and leadership capabilities and tactics.
vi. Regularly evaluate and improve internal engagement plans, policies or protocols.
