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SOP-530AdministrativeSOP

Public Information Officer

Who talks to press, when, and what they say.

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This is a template. It is not your department's policy.

Tailboard templates are drafted as generic starting points aligned to national standards. They are nota substitute for your department's own review or for adoption through your Authority Having Jurisdiction (AHJ). For topics carrying significant exposure (use of force, medical scope, civil rights), route through qualified counsel before adoption.

Every placeholder marked [BRACKETED] must be completed before adoption. Every section must be reviewed against your department's staffing, apparatus, water supply, EMS scope, geography, and the specific laws of your state. What applies to a career department in a city may not apply to a volunteer department in a rural jurisdiction, and vice versa.

Standards, regulations, and best practices are updated regularly. Verify the current edition of every standard cited before adopting this document. Once adopted, this document becomes your department's responsibility — not Tailboard's.

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Number

SOP-530

Version

1.0

Last reviewed

2026-01-01

Next review

2027-01-01

Summary

This SOP governs [DEPARTMENT NAME] communications with the public and the media. Inconsistent messaging, unauthorized releases, and bad post-incident press have damaged departments that did everything else right. A disciplined PIO function protects the department, the patients, and the facts.

Definitions

PIO
Public Information Officer. The designated member responsible for media and public-information releases.
JIC
Joint Information Center. A coordinated multi-agency PIO function for large or multi-jurisdictional incidents.
Briefing
A structured public update — on-camera, written release, or social media post — with consistent messaging.

Purpose

To provide accurate, timely information to the public and media, protect operations and privacy during incidents, and maintain community trust.

Scope

Applies to all communications with media and the public concerning [DEPARTMENT NAME] operations. Applies to interviews, press releases, scene comments, and coordinated public information at multi-agency incidents.

Authority to Speak

  • The PIO is the designated spokesperson.
  • The Chief may speak at any time.
  • The Incident Commander may speak about operational matters at their discretion.
  • No other member speaks to media on behalf of the department.
  • Members encountering media at scenes refer them to the PIO or Command.

PIO Activation

  • The PIO is activated for working structure fires, LODD / serious injury, any fatality, hazmat with public impact, any incident receiving media attention, and any incident the Chief directs.
  • For routine incidents, the Chief or designee handles inquiries.

What We Release

  • Nature and location of the incident (unless address release is prohibited).
  • Response resources (number of apparatus / members).
  • Outcome and current status.
  • Injuries (aggregate counts — no names, no identifying details).
  • Department actions taken.
  • Safety information for the public.

What We Do Not Release

  • Patient names or identifying details (HIPAA).
  • Fatality notification before next-of-kin is notified.
  • Cause of fire before investigation is complete.
  • Details that could compromise active investigations.
  • Speculation about what happened.
  • Personnel matters, discipline, or active investigations.
  • Images of deceased persons, identifiable victims, or traumatic scenes.

Release Process

  1. PIO gathers verified information from Command. Rumors and assumptions are not released.
  2. If information is not confirmed, the PIO says so — "we do not have verified information on that at this time."
  3. Releases are coordinated with law enforcement and other involved agencies on multi-agency incidents.
  4. Next-of-kin notification precedes any public release of a fatality.
  5. Release is via press statement, on-camera briefing, or official social media — or a combination.
  6. Follow-up releases update the public as verified information changes.

Joint Information Center

At large or multi-jurisdictional incidents, a JIC is established. All involved-agency PIOs coordinate messaging through the JIC. No agency releases independently once the JIC is in place.

Working with Media

  • Be accurate. Be brief. Be direct.
  • Off-the-record conversations are risky — assume everything is on the record.
  • Answer what you know. Say "I don't know" when you don't. Never speculate.
  • Do not comment on personnel matters or pending litigation.
  • Refer questions outside the scope to the appropriate authority (coroner, law enforcement, hospital).

Social Media During Incidents

The PIO uses official social media channels during incidents. The Social Media SOP governs content and process. Members do not post from scenes on personal accounts.

LODD / Serious Injury

LODD and serious member-injury incidents require particular care:

  • Next-of-kin is notified in person before any public release.
  • The Chief speaks, not the PIO, on behalf of the department.
  • Coordinate with the family on when and how the name is released.
  • Release is consistent with NFFF / department line-of-duty death protocol.
  • Fellow members are briefed before the public release.

Responsibilities

PIO

  • Coordinate media at scenes and in the station.
  • Prepare and issue releases and briefings.
  • Manage official social media.
  • Train members on media interactions.

Chief

  • Approve major releases.
  • Handle LODD / serious-injury communications.
  • Direct the PIO on strategic messaging.

Company Officers

  • Refer media to the PIO or Chief.
  • Do not provide unauthorized comments.

All Members

  • Refer media inquiries to the PIO.
  • Do not discuss operations or patients with outside parties.
  • Support the PIO with verified operational information on request.

Training Requirements

  • PIO initial and continuing training (FEMA E / L-388 or equivalent).
  • Officer-level media-interaction training.
  • Annual briefing for all members on how to handle scene media contact.

References

  • NIMS / ICSPublic Information function within ICS
  • FEMA E/L-388Advanced Public Information Officer course
  • HIPAA45 CFR Part 164 — patient privacy in public releases
  • NFFF Line of Duty Death ProtocolProtocols for LODD communications

Adapt this template

Before this template becomes your department's policy, review the following items and adjust accordingly. Anything else that does not match your operation should be updated as well.

  • Name your PIO(s) and backup.
  • Specify your official social media channels.
  • List key partner agencies for JIC coordination (law enforcement, neighboring fire departments, hospital, coroner).
  • Cross-reference Social Media, Recordkeeping, and ICS SOPs.

Adoption signature

Adopted by (Name, Rank)
Signature
Effective date
Next scheduled review

Before adoption checklist

  • ☐Replace [DEPARTMENT NAME] throughout the document.
  • ☐Complete every [BRACKETED] placeholder.
  • ☐Confirm the current edition of every cited standard.
  • ☐Check against your state statutes and state fire marshal rules.
  • ☐Route for chief review. Topics with significant exposure (use of force, medical scope) also go through qualified counsel.
  • ☐Confirm alignment with any mutual-aid agreements.
  • ☐Schedule a training plan for the new policy before effective date.
  • ☐Announce adoption in writing to all members. Archive the prior version.
  • ☐Set the next review date — annually at minimum.