FAMILY SERVICE OPERATIONS
& SUBSIDIARIES
Family Service Association
Family Service Development
Family Service Enterprise
SECTION IV
FAMILY SERVICE DEVELOPMENT
PART B: PUBLIC RELATIONS
FAMILY SERVICE OPERATIONS
& SUBSIDIARIES
Family Service Association
Family Service Development
Family Service Enterprise
PART B: PUBLIC RELATIONS
TABLE OF CONTENTS
POLICY No.
Basic Public Relations .........................................................................................................1
Confidentiality .....................................................................................................................2
Program Association ............................................................................................................3
Crisis Management ..............................................................................................................4
Public Information Guidelines .............................................................................................5
Public Relations Calendar ....................................................................................................6
Printed Material ...................................................................................................................7
Newsletters ...........................................................................................................................8
Agency Equipment ...............................................................................................................9
Donations ...........................................................................................................................10
FAMILY SERVICE OPERATIONS
& SUBSIDIARIES
Family Service Association
Family Service Development
Family Service Enterprise
PART B: PUBLIC RELATIONS
Policy No. 1
BASIC PUBLIC RELATIONS
Family Service Association has developed the public relations handbook to insure consistency in
telling our story relating the Agency goals, mission, programs and services to a variety of "publics."
Public Relations, in a broad sense, are communication. A handbook has been designed to provide
guidelines for informing people about whom we are, what we do and our commitment to serve.
Procedure:
1.
The Development Manager and/or the Coordinator of Public Relations are responsible for
coordinating all Agency public relations.
2.
The Development Manager will provide assistance and consultation with individual program
efforts as well as coordinate the overall public relations of the Agency.
3.
Public Relations is a daily responsibility of every staff member of Family Service
Association; it encompasses the way someone answers the phone, staff interactions with
clients, and the appearance of correspondence sent from each program.
4.
Every effort should be made by each staff person to employ the highest standards of quality
in all forms of communication within and out of the Agency.
5.
The handbook should be used as a guide and direct further questions. All problems or
suggestions should be directed to the Development Manager at 569-0239 at ext. 1160.
Effective Date: 03/03
Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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PART B: PUBLIC RELATIONS
Policy No. 2
CONFIDENTIALITY
Family Service Association shall treat all information and records directly or indirectly identifying
any person currently or formerly receiving services as confidential.
Procedure:
1.
All clients who are photographed for Agency or media purposes must sign a photo release
form. Completed photo release forms will be kept on file in the development office (see
attached form(s) Exhibits A and B).
2.
The Development Manager and Coordinator of Public Relations will be available for
questions regarding the confidentiality policy in all forms of public relations.
3.
The President/CEO reviews all media releases prior to publication.
Effective Date: 03/03
Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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PART B: PUBLIC RELATIONS
Policy No. 3
PROGRAM ASSOCIATION
In all communications, Program association with Family Service Association must be stated. This
can be done in a variety of ways:
Procedure
1.
By stating that the program is "administered by Family Service Association" or "a
program of Family Service Association."
2.
By calling a location or program the "Family Service ... Program." (this should be used for
programs with short names only)
3.
The ultimate goal is to connect the names in print and audio\visual communications so often
that the names will automatically be associated in the general public mind, as well as in staff
references.
Effective Date: 03/03
Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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PART B: PUBLIC RELATIONS
Policy No. 4
CRISIS MANAGEMENT
A crisis situation is defined as any incident involving an injury to a client or staff member, an
accident involving Agency vehicles, or an incident in which a client or a staff member is involved
with law enforcement agencies.
Procedure:
1.
The President/CEO of Family Service Association is the primary spokesperson for the
Agency.
2.
In the event of a crisis, all inquiries by the media and public officials should be referred to
the President/CEO.
3.
Questions regarding the policies or positions of the Agency should be referred to the
President/CEO.
4.
In his absence, all questions will be referred to the Chief Operating Officer.
5.
In most instances consultation will be done with the President/CEO by telephone.
6.
No other staff person will speak to any representative of the media in the event of a crisis
unless directed to do so by the President/CEO.
Effective Date: 03/03
Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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Family Service Association
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PART B: PUBLIC RELATIONS
Policy No. 5
PUBLIC INFORMATION GUIDELINES
Family Service Association uses many ways of communicating to the public about the Agency.
Procedure:
Press Releases
1.
Press releases for specific programs and/or locations may be prepared by the program staff or
by the Development Manager, depending on the degree of assistance needed by the program
staff.
Public Service Announcements
1.
Public service announcements are generally more complex to create than press releases.
2.
The Development Manager or Coordinator of Public Relations will provide guidance and
assistance in developing television and radio public service announcements.
3.
Instructional materials are available from the public relations office regarding the format
preferred for press releases and psa's by the media.
4.
All press releases and public service announcements are to be typed on Family Service
Association letterhead.
5.
The Coordinator of Public Relations will be identified by name on the press release with
phone number as the "Contact Person."
6.
The press release may also include the program manager's name and phone number as a
source of "More Information."
7.
All press releases and psa's will contain information about Family Service Association in
general and information about opportunities to give financial support to the Agency
whenever possible.
8.
All press releases and psa’s are to be reviewed by the Development Manager before release
to the media.
Continued
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PART B: PUBLIC RELATIONS
PUBLIC RELATIONS GUIDELINES
Page 2 of 3
Promotion Of Events
1.
Events that are occasionally held by Family Service Association or by individual programs
may benefit by having a public relations plan.
2.
The Development Manager is to provide assistance in the planning of the event, determining
the audience and the best way to get the message across to that audience, and developing
schedule of media contacts.
3.
Events held by programs should be planned as much in advance as possible to avoid conflicts
with other planned Family Service Association events.
Media Contact Lists
1.
The Development Manager and the Coordinator of Public Relations will maintain the current
contact list for all media in the area. This list will be updated regularly.
2.
Any media contacts that are made by staff should be reported to the public relations office to
be sure the contact individual is listed appropriately.
3.
A media checklist will be attached to a copy of each press release and psa to indicate the
places it was sent.
4.
Copies of all resulting stories and articles printed should be forwarded to the Development
Manager.
Feature Stories
1.
Area newspapers will occasionally write feature stories regarding Family Service
Association programs, successes, staff, volunteers or interesting angles.
2.
Continued
The media will occasionally contact Agency staff for comments regarding a particular
topic they are researching for a story.
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PART B: PUBLIC RELATIONS
PUBLIC INFORMATION GUIDELINES
Page 3 of 3
3.
All of these inquiries should be directed to the Development Manager who will insure
that the appropriate person responds.
4.
All staff is encouraged to suggest ideas for feature stories that will be given to the local
media.
5.
The Development Manager or Coordinator of Public Relations will meet with any staff
person who will be interviewed for a feature story to review guidelines, policies and ways
to subtly include information about the need and opportunities to give support to Family
Service Association.
Interviews - Radio, Television
1.
All requests for staff and volunteer appearance on a radio or television show will be reported
to the Development/Public Relations Office as soon as they are scheduled. They will be
posted on the Agency public relations calendar.
2.
Individuals participating in interviews may meet with the Development Manager or
Coordinator of Public Relations to review confidentiality, guidelines and ways to subtly
include information about needs and opportunities for giving support to Family Service
Association.
Presentations
1.
All speaking engagements, appearances at health and career fairs, United Way events and
other opportunities to represent Family Service Association in person will be coordinated by
the Development Manager.
2.
Requests for such events should be forwarded to the Development Manager to be
coordinated and help determined if they are a valid use of staff and/or volunteer time.
3.
Scheduled events will be placed on the Agency public relations calendar to avoid conflicts
with other events.
Effective Date: 03/03
FAMILY SERVICE OPERATIONS
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Revised Date: 09/09
PART B: PUBLIC RELATIONS
Policy No. 6
PUBLIC RELATIONS CALENDAR
An Agency public relations calendar will be developed each year by the Coordinator of Public
Relations to include Agency wide as well as program specific events. This calendar will list all
public relations contacts, interviews, presentations and representation at health, career and United
Way events.
Procedure:
The purposes of this calendar are to:
1.
Keep account of all the public relations efforts currently underway.
2.
Coordinate all events and efforts in advance in order to avoid conflicts of scheduling.
3.
Provide an overview of planning needs.
4.
Assist in priority setting by the public relations office.
5.
Provide a tool to measure the effectiveness of delivering our message to the public.
6.
Coordinate event dates throughout the year.
Effective Date: 03/03
FAMILY SERVICE OPERATIONS
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Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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Family Service Association
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Family Service Enterprise
PART B: PUBLIC RELATIONS
Policy No. 7
PRINTED MATERIAL
A protocol for printing has been developed to assist those responsible for the development of printed
materials.
Procedure
1.
Agency Identification
A.
All items to be printed for Family Service Association for public relations/marketing
purposes must incorporate the following:
1.
2.
3.
4.
B.
All items to be printed for Bargain Boutique Thrift Store for public
relations/marketing purposes must incorporate the following:
1.
2.
3.
C.
Family Service Association logo
United Way logo
Alliance for Children and Families logo
Mailing address with Suite 3
Bargain Boutique Thrift Store logo
The words "a division of Family Service Association of South Jersey.
Local phone# (609) 569- 0239 and 1-800-473-2227
Every effort should be made to be consistent in the placement and appearance of the
Agency logo. Several versions are available.
1.
2.
Family Service Association
Family Service Association with main office address
These logos and other Agency logos are available to be incorporated into documents
by computer. (Contact the Supervisor of Information Technology for assistance if not
accessible at your site.)
Continued
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PART B: PUBLIC RELATIONS
PRINTED MATERIAL
2.
Printing of Camera Ready Items
A.
Preparation
1.
Layout and composition developed by the responsible unit with clerical unit
support when necessary.
2.
Numbers needed, costs and budget researched by unit manager
3.
Approvals of content, design and cost obtained from program manager,
appropriate Officer and President, CEO.
4.
Camera ready copy prepared.
B.
3.
Page 2 of 3
Proof
1.
2.
3.
4.
Proof returned by printer to unit contact person.
Proof reading by at least two people including program manager.
Changes given to printer.
Final proof signed by unit manager.
C.
Ordering
1.
Price quote, colors, paper and number of pieces finalized by unit manager.
2.
Purchase order prepared and approved.
3.
Final order placed by unit manager.
4.
Camera ready copy sent to printer.
D.
Delivery
1.
Printed items delivered to responsible unit.
2.
Packing slip signed and returned to accounting office.
Printing of Materials Requiring Typesetting
A.
Preparation
1.
Material prepared by responsible unit.
2.
Format/design sketched out.
3.
Concept approved by appropriate Officer or VP and/or President/CEO
4.
Materials and proposed design to printer.
5.
Estimate for project submitted to appropriate Officer and/President/CEO.
Continued
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PART B: PUBLIC RELATIONS
PRINTED MATERIAL
B.
Ordering
1.
P.O. prepared and approved.
2.
Final order placed by Unit Manager.
C.
Proof
1.
2.
3.
4.
5.
D.
4.
Page 3 of 3
Proof returned by printer to unit contact person.
Proof reading by at least two persons including unit manager.
Changes given to printer.
Repeat procedure until final proof stage.
Final proof signed by unit manager.
Delivery
1.
Printed items delivered to responsible unit.
2.
Packing slip signed and returned to accounting office.
Business Printing Protocol
A.
Consistent use of the following is required on all business printing.
1.
Mailing address - Suite 3, when using main office address
2.
Phone number
3.
Fax number
B.
All remittance enveloped require bar code* supplied by US Postal Service.
* Available from Coordinator of Public Relations and on file with Agency printers.
All brochures prepared by Agency programs must be sent to the development office for review
before being printed. All brochures must include a statement about needs and/or opportunities to
give financial support to Family Service Association.
Effective Date: 03/03
Revised Date: 09/09
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PART B: PUBLIC RELATIONS
Policy No. 8
NEWSLETTERS
There are two newsletters the Development Department is responsible to design, produce and send.
Procedure:
1.
2.
Community Connection
A.
This is an Agency wide newsletter that includes information about all programs at
Family Service Association.
B.
This newsletter will be produced every other month and all managers must contribute
information and highlights of their program (present and future).
C.
This newsletter is sent to friends, referral sources, board members, and other
interested parties.
Program Specific Newsletters
A.
These newsletters are created and produced by individual program relating
information to their clients, volunteers, supporters, referral sources, and friends.
B.
The Coordinator of Public Relations is available for consultation in the development
of program newsletters and to get volunteer support for bulk mailings.
C.
All newsletters will contain a statement prepared by the development office relating
opportunities for giving support to Family Service Association.
Effective Date: 03/03
Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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PART B: PUBLIC RELATIONS
Policy No. 9
AGENCY EQUIPMENT
Various equipment is used to inform the public about the Agency.
Procedure:
Camera
1.
A digital Camera located at the Main office Hr Dept.
2.
If you wish to reserve the camera, call the Manager of Development at 569-0239 ext.1160 to
schedule your use. You will need to pick up and return the camera to use it.
3.
There is a polaroid camera which is currently located in the Family Life Center Office.
Please contact them to borrow this camera.
Agency Display
The Agency display is available for use by Family Service Association for outreach at health and
service fairs and other community events. The following procedures apply to the use of the display:
1.
The display may be reserved in advance of the date needed by contacting the Volunteer
Coordinator.
2.
The display must be signed out by the person who will accept responsibility for the
equipment. The sign out book is in the office of the volunteer coordinator.
3.
A return date must be recorded in the book. The book must be checked to be sure that there
is no other request for the use of the display for that date.
4.
Staff members unfamiliar with the setup of the display should request instructions prior to
the date of use.
5.
All materials provided for use with the display must be replaced in the box as they were
found. Mounted pictures and brochures for display (with velcro) should be placed flat in the
bottom of the box to reduce wear and tear. Unused handouts should be placed in zip lock
bags. Every effort should be made to preserve the condition of the materials.
Continued
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PART B: PUBLIC RELATIONS
AGENCY EQUIPMENT
Page 2 of 2
6.
Adequate care should be taken to insure the security of this equipment while it is being
transported and in use.
7.
Unless otherwise arranged, staff members who use the display are responsible to return it to
the Development Office.
8.
If the display and materials are not returned in satisfactory condition, borrower will be
responsible for replacement or restitution of damaged materials before it will be available to
that program again.
Effective Date: 03/03
FAMILY SERVICE OPERATIONS
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Family Service Development
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Revised Date: 09/09
FAMILY SERVICE OPERATIONS
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PART B: PUBLIC RELATIONS
Policy No. 10
DONATIONS
Family Service Association accepts certain types of material donations for the benefit of the clients
and the customers of the Bargain Boutique Thrift Store we serve. They are as follows:
Procedure:
1.
Various types of Donations
i.
Infant and Children's clothing, birth through age 6.
ii.
Reasonable quantities of children's clothing age 6-12.
iii.
Used toys in good condition.
iv.
Children's books in good condition.
v.
Holiday gifts and food baskets.
A.
All donations brought to the Agency must be recorded on a Donation Record to
assure proper acknowledgement and future fundraising activities.
B.
These forms should be signed by the person who accepts the items and then placed in
the Development mailbox.
C.
Please call the appropriate Program Manager when the donations arrive. (In most
cases Family Life Center).
D.
Other types of Donations
i.
Household items and furniture.
2.
The donor must discuss the donation with the Development Office first so that we can
determine the need for the specific item(s).
3.
In most cases the donor must be able to deliver the items to the Agency.
4.
Refer all calls regarding donations other than those listed above to the Development Office at
569-0239 ext.1160.
5.
This should also be done if a donor has large quantities of clothing and gifts. Calls regarding
adult clothing and furniture too large to be brought to FSA may be referred to any of the
organizations listed in Attachment B.
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PART B: PUBLIC RELATIONS
DONATIONS
Page 2 of 2
Attachment B
REFERRALS FOR DONATIONS
1.
Place:
Women's Ministries
89 N. Main Street
Pleasantville, NJ 08232
Hours:
Monday-Saturday, 10:00am-5:30pm
Telephone #: 641-3357
They will pick up furniture and clothing and see that it gets to needy families. There is a
charge for items in the store in order to cover for overhead. Needy families do not pay for
start-up furnishings.
2.
Place:
Catholic Social Services
9 N. Georgia Avenue
Atlantic City, NJ 08401
Hours:
Monday-Friday, 9:00am - 4:30pm
Telephone #: 345-3448
Do not leave items outside after hours.
Donations of clothing can be dropped off. Furniture and large items in relatively good
condition - no rips, stains, etc. Call pick-up at 347-9351
Effective Date: 03/03
Revised Date: 09/09