KW Cares Communication Plan for Natural Disasters
Special thanks to
Doris Carlin
Shaun Rawls
Michael Brand
for their insightful contributions to this plan.
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Communication Plan – Natural Disasters
GENERAL INFORMATION
KW Cares provides assistance in the form of grants to Keller Williams Realty associates
and their families in need during times of natural disasters. KW Cares serves as the
central point of communications including information gathering and dissemination
during these disasters.
PHASE ONE - When a crisis is impending
When a major event such as a hurricane, tornado or wildfire threatens a wide-spread
area, KW Cares will contact the region(s) expected to be impacted to establish initial
communication.
1. Market centers should consider setting up a communication tree. The team
leader should instruct members of the ALC, Culture Committee and staff to text
or call a portion of the associate roster each day until the crisis has passed and
the market center is back up and running.
2. In extreme cases when all communications are down, it may be necessary to
physically go to associates’ homes to ensure they are safe.
3. The region and each market center should establish a primary contact person and a
secondary back up person to communicate the names of those who need help and
send frequent updates on the crisis to KW Cares.
4. KW Cares will arrange a Crisis Leadership Conference Call to plan for the
impending crisis. Participants will be leadership from the impacted region,
market centers (OPs, TLs MCAs) and KW Cares staff.
5. Depending upon the scope of the impending disaster, a check-in module may be
established on the KW Cares website so associates can indicate if they are
evacuating so (1) a record of their whereabouts and safety can be maintained,
and (2) they can indicate if they are in need of assistance. KW Cares will respond
to those who indicate a need for assistance. Those who do not evacuate should
also check in to report that they are okay.
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PHASE TWO - When a crisis strikes
1. A bold, brief but emphatic email and a text will be blasted to associates telling
them to check in on the KW Cares website.
2. A second email and text will be blasted to let associates know that KW Cares will
activate the toll-free Crisis Line 866-591-2737 that will be staffed on a 24/7 basis.
3. The region and impacted market centers should follow up to ensure that associates
have the Crisis Line number.
4. KW Cares can also assist the market centers by making calls and sending text
messages to their associates.
5. KW Cares will provide the Region and market centers with names and contact
information for experienced crisis advisors: Doris Carlin, Shaun Rawls, and Michael
Brand.
6. KW Cares will contact all associates who either call the Crisis Line or indicate that
they are in need of assistance when they check in on the KW Cares Website.
7. As soon as possible the affected market centers should send KW Cares a list of
all associates known to be in need of assistance. The market centers’ Team
Leaders should be the primary point of contact from the market center to KW Cares.
8. KW Cares will communicate with all KW Regions to apprise them of the situation,
the grant approach, and how they can be of assistance to the impacted region(s),
including providing temporary housing, Heart to Heart adoptions, and any need
to collect funds for the specific cause.
9. The impacted region’s contact person will communicate with KW Cares daily to
exchange information, determine courses of action, and to provide updates on
the welfare of the associates in the region.
10. The region contact person will also encourage associates to check in on the KW
Cares website, to call the Crisis Line 866-591-2737, the main KW Cares line 512306-6727, or send an email to KW Cares at kwcares@kw.com to request
assistance.
11. KW Cares staff and volunteers will contact the impacted associates to assess
need and provide assistance for immediate needs. Subsequent assistance for
more long-term needs may also be provided later.
12. KW Cares will obtain and disseminate accurate information as to what is needed
by the victims. Depending on the nature of the crisis, clothing may not be
needed but water, food, medical supplies, and diapers are needed immediately.
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PHASE THREE - In the aftermath of the crisis
1. Associates should continue to check in on the KW Cares website and indicate
any changes in their status.
2. The impacted region contact person should remain in touch with KW Cares at
least two times per week, more often if needed, to ensure that all associates
needs are being addressed.
3. KW Cares will regularly report to all KW Regions through email on the status of
the associates affected by the crisis, number and amount of grants awarded.
4. As the scope of the needs become known, KW Cares will communicate with the
field, through the region leaders, to ask for donations, or if the number of
impacted associates in need is great, to activate the Heart to Heart adoption
program. Heart to Heart matches those in need with market centers who are
willing to provide financial, material and emotional support.
5. A video with Mo and Mary will be quickly produced to announce that Heart to
Heart is activated.
6. KW Cares will maintain a database of information containing the name and
contact information for both Heart Specialists from adopting market centers and
for adoptees.
7. Market centers will continue to let KW Cares know when associates needs have
been identified. At this point cleaning supplies, tools and paint are useful.
8. Communicate what items are no longer needed.
9. KW Cares will continue to assess needs and provide Board authorized and
emergency assistance grants.
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Regional Crisis Check List
PHASE ONE - When a crisis is impending
 Please inform all associates that if a disaster does occur, KW Cares is here
to help. The KW Cares Crisis Line will be staffed 24/7 at 866-591-2737.
 Select a regional contact person to be the main point for communication
to KW Cares.
 Establish a location for Crisis Operations.
 Participate on Crisis Leadership Conference Call conducted by KW Cares
 Send periodic updates on the crisis to KW Cares
PHASE TWO - When a crisis strikes
 Communicate with associates the need to check in with KW Cares by
either the website or the 24/7 Crisis Line.
 Associates can check-in online at www.kwcares.org. Indicate “I’m OK or “I
Need Help”.
 Ensure that the team leader of the impacted market center(s) sends KW
Cares a list of all associates known to be in need.
 Ensure that impacted associates know to apply for a KW Cares grant if
suffering financial hardship due to this crisis.
 Ensure that your regional contact person maintains communication with
KW Cares on a daily basis.
 Participate on any/all Crisis Leadership Conference Calls regarding the
scope of the crisis and needs created by the crisis.
PHASE THREE - In the aftermath of the crisis
 Continue to encourage associates to contact KW Cares for assistance with
long term needs and to accept adoption by the Heart to Heart program, if
it has been implemented.
 Continue regular communications with impacted team leaders and KW Cares
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KW Cares Contact Information
Crisis Line
866-591-2737
Main line
512-306-6727
Email
kwcares@kw.com
Website Check-in
www.kwcares.org
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