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Let’s face it. If someone in your community has a complaint about your facility, you would much rather hear from them than having the EPA alerted first.
It’s all about communication. We’ve discussed some of these ideas before, but some of them bear repeating. These tips can help you in developing an open relationship with your community and avoid complaints about your facility from going to the EPA first.
Tip 1: Be Proactive
You need to accept the idea that your facility is part of a community and try to actively involve your neighbors before any important decisions are made. Have a background document about your facility available on your website and for the asking. Make sure your community is aware of the key components of any permits you have and of the major risk factors at your facility. If you are embarking on a major project of any sort, keep your neighbors and your employees informed. You can get out ahead of misinformation by simply letting your neighbors and community know:
- The nature of the project
- How long it will take
- The anticipated benefits
- The short- and long-term impact on the facility and the community
- How they can become involved in the project
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Tip 2: Abide by Your Permit
Make sure that you are complying with your permits. This may sound like a no-brainer, but you would be surprised at how many permits are written and then gather dust on shelves (or these days, in computers). Make sure that you are able to communicate the components of your permit to any member of your community who asks.
Tip 3: Listen to Your Neighbors
Don’t assume that you know what people think. Don’t accept that your facility is a burr in the side of your community and that there is nothing you can do about it. Take the time to reach out and find out what your neighbors are thinking. Use things like meetings, open houses, surveys, social media, and your website to invite ideas and concerns from your community. Be empathetic. Put yourself in their place, and recognize their concerns and interest in wanting to know about the risks at your facility.
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Tip 4: Be Upfront
Don’t try to pretend that your facility does not present any risks to the surrounding neighborhood. Accept responsibility for real and perceived risks at your facility. Develop a crisis communication plan in the event of an accident at your facility and communicate that plan to your community. If you openly and honestly deal with your neighbors on an ongoing basis you are apt more to receive fair treatment and trust—even in the face of problems.