Questions you might ask a group to consider:
- Who is authorized to respond to media, law enforcement, or members of the public on behalf of our organization?
- What should staff do if they’re approached by someone asking about an incident, investigation, or participant?
- How do we train staff to respond confidently without overstepping or speculating?
- How do we handle informal questions from community members, friends, or families that feel “low risk” but could cross lines?
- Are staff clear on what they can and can’t share online, including through personal social media?
Discussion items:
These are items you might use to guide a discussion around external enquiries relating to behavior requirements in youth or vulnerable adult-serving organizations:
No adult may speak to the media, law enforcement, reporters, legal representatives, or members of the public on behalf of the organization without prior authorization. All external enquiries must be referred immediately to a designated senior staff member or communications lead.
We recognize that some adults feel compelled to respond out of care, defensiveness, or a desire to clarify. However, even well-intended comments can compromise investigations, breach confidentiality, or create legal exposure.
Do not confirm, deny, or comment on any situation involving a participant, staff member, incident, or investigation. Saying “I can’t talk about that” or “Please speak to our director” is not only appropriate—it’s required.
We understand that some communities value openness and responsiveness. That value is shared, but must be managed through structured processes that balance transparency with protection.
Adults must never share program details, participant information, or internal matters with outsiders, even informally. This includes emails, texts, social media posts, or conversations with unauthorized individuals.
We recognize that personal connections (e.g., family members, community leaders, other professionals) may reach out informally. Your obligation of confidentiality is unchanged by who is asking for information: refer them to the designated contact without providing comment or context.
If approached with legal documents, law enforcement questions, or journalist requests, do not engage. Immediately notify your supervisor or our risk manager. Do not speculate, answer questions, or attempt to be helpful.
We understand this may feel awkward or even disrespectful to the person asking. You are not being dismissive; you are upholding safety and protecting the integrity of sensitive processes.
Do not post, comment on, or engage with online discussions about your organization, especially related to safety, incidents, or allegations. Assume online engagement is permanent and easily misconstrued. Your silence protects participants and preserves trust.
If you’re unsure whether a conversation qualifies as an “external enquiry,” treat it as one. Err on the side of caution and ask your supervisor before responding.