Talking to parents: Communication in times of crisis and beyond

Camping Magazine, March, 2002 by Charlene Wendell

Sending a child to camp, whether it's a day or resident camp, can be a scary proposition for parents. After all, they are entrusting us with their most precious possessions. They want assurance that we are as concerned for their children as they are themselves -- that we will keep them safe under any circumstances. Communication is an invaluable tool to assure parents that their children are safe.

Remember the old saying, "First impressions count"? Communication starts with our first contact with parents. This could be by word of mouth, an inquiry phone call, brochure, advertising, or at an open house. If we establish right from the start that we want to be open and honest, we will build a foundation of trust that we can depend on if an emergency happens.

Communication Is a Two-Way Street

Of course, communication is a two-way street. It is just as important for parents to tell us about their children as it is for us to let them know what is going on at camp. A term that I have used for years is "partnering with parents." It emphasizes the shared responsibility of camp directors and parents to provide a successful summer for their children. In order to have a complete circle of communication, parents need to share the appropriate information about their children, and directors need to share that information with their staff. Camp directors should discuss this partnership with parents long before the summer begins, both verbally and through a parent handbook. With increased access to the Internet by parents, camp directors are also using e-mail and the Internet as a quick and easy way to transmit and receive information. Many camps now have Web sites with up-to-date information to accommodate busy parents.

This summer, considering the emotional trauma we have all gone through, it will be doubly important for parents to let us know how their children have reacted to the past few months so we can be more attentive to their needs. Bob Ditter, licensed child and family therapist, author, and camp consultant, reports that in the conversations he has had with camp parents since September 11, the most frequently asked questions are, "Are camps thinking about cutting down on mail?" and "What if something happens during camp?" Parents want and need to hear that camp directors are being proactive and have a specific plan to deal with unforeseen emergencies. Camp directors need to communicate with parents before camp starts and let them know what the emergency plan is.

Communicating in a Crisis

Communicating with parents can be difficult in the best of times, but during a crisis, it becomes simultaneously more important and more difficult. Communication is an art, and like most arts, it needs to be practiced. Our directors are in a unique position in that they all have executive directors to whom they can turn for assistance in assessing what needs to be said and who should make the phone call. We suggest that directors role-play situations before the start of camp so if they should be in a difficult situation, their response will be second nature. Camp directors must choose their words carefully and control the tone of their voices. Getting an unexpected phone call from a camp director is every parent's worst nightmare - at least for that split second until the parent hears the reason for the call.

A weather crisis

One of the Jewish Community Center (JCC) day camps experienced a frightening weather-related situation last summer. On the first day of their second session, a fierce thunderstorm moved through the area, and the entire JCC campus lost power. Since there were no phones, no electricity, no swimming pools, and it was forecasted to be over 100 degrees that day, the decision was made to cancel camp.

Unfortunately, some of the child-care children had already arrived. Staff with cell phones were immediately mobilized to call parents. They were asked to follow a prepared script to let parents know of the situation and assure them that their children would be well cared for until they could be picked up. In the meantime, the local TV and radio stations were contacted and told that the JCC was closed and day camp was cancelled. To show appreciation to parents for understanding the situation, everyone who was registered for camp that week received a coupon good toward any JCC program within the year, plus two guest passes per camper. Once more, quick and clear communication forestalled irritation and resentment.

A transportation crisis

Sometimes an emergency can arise while children are traveling back and forth to camp. After spending a marvelous day at a JCC day camp in the Midwest, all the children boarded busses to head home. As one of the busses came to a stop at a stop sign, the driver slumped over. As the bus began to roll backward, the bus monitor in the front seat jumped up and pulled the emergency brake. Quickly, the counselors in the back of the bus opened the emergency door, ushered all the campers off the bus, and assembled them on the lawn of someone's house to keep them safe, calm, and occupied.