Introduction & Crisis Checklist | Practical Strategies to Build Resilience, Plan Ahead, and Respond to Crises

Despite growing polarization across the country,^[1] Americans continue to trust their local leaders.^[2]

Local leaders – beginning with public officials but importantly including individuals from business and service organizations, bar associations, civil rights groups, religious institutions, youth organizations, and the like – can take advantage of that trust to help residents enhance relationships across differences and promote collaboration in the face of division. That community resiliency can significantly help reduce the likelihood of violence when conflicts divide the community. And, when conflict threatens to diminish residents’ trust of each other and with leadership, leaders’ choices can help preserve it.

Preparation ahead of conflict matters. Communities that invest in building resilience are better equipped to navigate conflict. Residents tend to treat each other with greater respect. In today’s environment, conflicts can escalate in minutes, not days. Community members urgently seeking information often trust the first source they encounter, making timely and credible communication essential. Leaders who have prepared contingent responses to crises are better equipped to help avert tragedy and support understanding across differences.

This guide offers practical strategies to help local leaders strengthen community resilience and prepare for moments when conflict may escalate into crisis. It affirms the value of leaders modeling a constructive tone that does not eliminate differing viewpoints but welcomes them and fosters an atmosphere where their expression can occur safely and respectfully. Similarly, the guide’s suggested planning practices support leaders listening broadly and efficiently to the expression of community concerns – not dilute those voices – and then respond concretely and visibly; this approach often reduces the likelihood that residents will escalate their actions in ways that could harm the community, endanger lives, or leave lasting bitterness.

Chapters 1 through 6 offer ideas to strengthen the community’s trust and responsiveness. Chapters 7 through 9 help both to prepare in advance for moments when conflict may escalate into crisis and to respond after they arise (a checklist immediately below facilitates your using this guide in the midst of a divisive event). The final chapter urges that leaders use their time constructively, after a conflict, to capture lessons from their response to community unrest and to plan proactively and collaboratively for future events. Each chapter of this guide outlines potential strategies and includes real world illustrations, tools leaders can use constructively during times of crisis and calm. A comprehensive checklist at the end provides a quick reference to key ideas. An appendix lists additional resources.

A Crisis Checklist for Imminent Mass Crowd Events and the Aftermath of a Hate Incident

To use the guide as a mass crowd event looms or in the aftermath of a hate incident:

• Plan jointly, including the mayor’s staff and representatives of all law enforcement agencies that might be involved in a worst-case scenario, to 1) reach consensus on approaches and responsibilities and 2) establish a joint Emergency Operations Center for mass crowd events.
  • Ask a staff member to create the planning meeting agenda for mass crowd events (reviewing Chapter 8) or for hate incidents (reviewing Chapter 9).
• Communicate with the public promptly and often, paying attention not only to accuracy and authenticity of content, but also to the messengers and methods of conveying the message to reach and gain the trust of key audiences.
  • Ask communications staff to review the Sample Communications Checklist in Chapter 7B.
• Reach out to those most directly affected to listen to their concerns, keep them personally informed of plans to keep them safe, and respond to their needs. In your public communications, let the community know that these persons are being helped.
  • Ask community outreach staff to review Chapter 7A.
• Help those indirectly affected to respond to their needs and find safe ways that they can convey their viewpoints or mourn together.
  • Ask community outreach staff to listen to the concerns of those indirectly affected and to review Chapter 7 for ideas that fit your situation and offer ways to help or offer options for these residents. Request that they keep you informed so that your communications can reflect what staff learn or plan.
• Consider whether to engage or seek advice from a mediator to see whether there are options for resolving the issues.
  • Ask leadership staff to review the discussions in Chapter 6 about using mediators.
• Set a tone that will permeate communications and law enforcement actions and will encourage expressions of viewpoints that remind residents of the values and aspirations that bind your community together.
• Ask staff to consider how they can convey that tone throughout their responses to the events or incidents.
• Seek advice from leaders who have experience with similar events.^[3]