I truly wanted to make a difference in the communities we serve,” Vitello said. “I chose to be a police officer for the many reasons a majority of us have chosen this field. In addition to those responsibilities, Vitello serves on the Montgomery County Critical Incident Stress Management team. In his current role, he is the public information officer for the Upper Makefield Police Department, a negotiator on the Central Bucks Special Response Team, a firearms instructor, and a Spanish translator. He also spent 18 months as an international police officer liaison contractor, mentoring police chiefs of the Afghan National Police Force. Vitello’s career in law enforcement spans more than 25 years in Bucks and Montgomery counties. We responded in a professional manner, but felt it deeply personally.” “We all felt so deeply for the families who have lost loved ones, to those who were missing … and we felt it was imperative that the community and the families knew that we shared in their pain, that they were not alone, and that we were all in this together. Everyone, from the police and fire personnel, to the search and rescue teams, to all who answered the call to assist were demonstrably affected,” Vitello said in an email interview. “So, when this tragedy occurred, I spoke from the heart. He said the township has experienced its fair share of “horrific” tragedies over the years, but never a “mass casualty event” like this. Vitello isn’t a seasoned public relations specialist or a crisis communications expert. The person behind Upper Makefield police Facebook page So I think it’s critically important to show that sympathy and show that empathy,” he said. This is what people want from their police - protection and safety, and when tragedies like this happen, for them to step up and take a lead role with the other first responders about finding out exactly what happened and then going beyond just the facts of the tragedy. Again, they are in the community everyday. The frequent posting and updates allowed the department to position itself as a “binding point” for township residents, boosting their credibility and showing that they are a part of the community.įeistman said in times of crises, government agencies like police departments should be proactive. “I think they’re really good in that they express empathy and sympathy, not just for certainly the families who were affected in the tragedy, but the local community as well,” Feistman said. Gregg Feistman, assistant chair for public relations at Temple University’s Lew Klein College of Media and Communication and a crisis communications expert, said the Upper Makefield Police Department has been following the best practices of crisis communication. (6abc) PR expert: Upper Makefield police response is an example of best crisis communication practices I will admit to having limited experience with this kind of tragedy, but feel the department did a very dignified job of keeping us updated.”įirst responders at a vigil for victims of the flash flood in Upper Makefield. “I felt the heartache of the entire department while they reported each day’s accomplishments or disappointments. “The social media rep responsible for keeping us updated did so with so much compassion it was evident that so much thought was put into every post,” Hudak told WHYY News. Susan Hudak, 68, of Yardley, responded in part in a comment to Facebook which said, “This commUNITY thanks you.” The posts have caught the attention of community members who wanted to know who is behind them. Throughout the tragedy and the entire search and rescue operation, the police department provided frequent and detailed updates to the community in the form of lengthy, heartwarming messages. WHYY thanks our sponsors - become a WHYY sponsor
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