1. Delivering Emergency Messages
Mike Reitan
Captain
West Fargo Police

2. Emergency Messages An unpleasant but necessary duty. Military
Law Enforcement
Done right it can be less traumatic for everyone involved.
Done wrong it can be disastrous.
Military has used Western Union telegrams delivered by taxi.
Law Enforcement used the telephone to deliver the message.

3. Emergency Messages
Can be a highly emotional for the family as well as the officer.
Can be physically threatening or dangerous to family members as well as to the officer.
Most families in which someone was killed say that the most traumatic moment of their life was the notification of the death of their loved one. Most have vivid memory of it for the rest of their lives.
Likewise, police officers consistently rate the duty of death notification as one of the most distressful events in their work. (Source: Death Notification; Janice H. Lord, ACSW-LMSW/LPC; USDOJ, 1997)
You will not know how they will react to the message.
Reactions may include: trance like state, calm cool demeanor, anger directed inward towards self or against you, other family members, or God.

4. Preparation Dispatcher’s Role
Dispatch needs to obtain a call back number and name of the individual requesting the emergency message delivery.
Dispatch should not get tied down trying to get the details. By having the officer obtain the information they will have a clear understanding of what the message is.

5. Preparation Officer’s Role
The officer who will make the notification contacts the requestor to obtain the message information.
It is suggested you prepare a written fact sheet.
By having the officer obtain the information they have first hand knowledge of what was said.
By preparing a written fact sheet you have the details to review as you make the notification.
Make a second copy of your notes to leave with the family.

6. Preparation The fact sheet should contain:
Name, address, and phone number of the person you are to contact.
The relationship between the person to be contacted and the person the message is about.
Few things could be worse then you provide an emergency message to the wrong person. The relationship information will help you avoid a terrible mistake.

7. Preparation The fact sheet should contain:
Full name of the person the message is about.
The person’s age, address, and other identifying information should be included.

8. Preparation The fact sheet should contain: What has happened.
- death, injury, or illness.
- how it occurred.
- where the incident occurred.
Use plain language. Died, killed, seriously injured clearly state what has occurred. Be detailed but do not be graphic. Killed instantly in an accident versus dismembered in a wreck.

9. Preparation The fact sheet should contain: Where the person is at now.
- home
- hospital (provide address and number)
- funeral home (provide address and number)

10. Preparation The fact sheet should contain:
Whether the family needs to do anything right now.
- identify a funeral home
- pick-up property
- provide medical information
It is uncomfortable to have to go back and ask follow-up questions of the family.

11. Preparation The fact sheet should contain:
The name(s), address, and number(s) of the person who requested the delivery of the emergency message.
Your name and number.
The family may have additional questions for you or may wish to contact the original caller.

12. Preparation Think about what you are going to say.
person has died
person was killed
person is seriously ill/ injured
It does not hurt to practice.
Make your message clear but not graphic.

13. Preparation Chaplain's Role Assist with preparing the message.
Provide support for:
The family
The officer
Chaplain is someone you can practice with.

14. Delivering the Message
Bring your fact sheet.
Introduce yourself and the Chaplain.
Confirm you are talking with the right person.

15. Delivering the Message
Use present tense when talking.
Confirm the relationship between the individuals.
After you have confirmed you are talking with the right person explain exactly what you were told occurred.
- use clear language
- do not lie
Use present tense when delivering the message. “do you have a brother named Bill who lives in any town?”
You want the message to be easily understood. If you lie they will eventually know the truth. You will then look foolish or incompetent.

16. Delivering the Message
Be prepared for the unexpected reaction.
Do not interfere with the person as they react unless there is threat of harm to themselves or others.
Reactions vary. Trance, calm, scream, break things, physical attacks.

17. Delivering the Message
Ask if they have any additional questions.
Ask if they need you to contact someone for them.
Encourage them to have someone with them.

18. Delivering the Message
Avoid statements about:
- religious references
- being in a better place or better off
- was meant to be or was fate
- was for the best
Not everyone has a religious tie or may have a religion different from your own. They might be upset with their religion for what has occurred.

19. Delivering the Message
Provide a copy of your fact sheet to the person.
The sheet contains important names and numbers.
They can review the information with other family members.
They did not hear everything you told them.

20. Delivering the Message
Before you leave ask if there is anything else you can do for the person.
- you may express your condolences.
Excuse yourself and leave.
Even if you would like to- Do not run.

21. Emergency Messages Important
If the experience has bothered you, talk with someone about it.

22. Emergency Messages An unpleasant but necessary duty.
Can be a highly emotional for the family as well as the officer.
Can be physically threatening or dangerous to family members as well as to the officer.
Done right it can be less traumatic for everyone involved.

23. Emergency Messages
Questions?