Metro Portland:
Crisis & Emergency Response Communication Plan
Metro supports communities, businesses and residents in the Portland metropolitan area through managing 18,000 acres of parks, trails, and natural areas, overseeing the Oregon Zoo, Oregon Convention Center, Portland Expo Center, and Portland’5 Centers for the Arts, providing access to affordable housing, and running the solid waste and recycling system in the region.
Situation
Amid a series of disruptive events, including a pandemic, civil unrest, and wildfires, Metro sought support in developing a Crisis and Emergency Response Communications (CERC) Plan to improve coordination and messaging during high-stakes regional emergencies.
Task
iParametrics was contracted to create a CERC plan by analyzing emergency communication practices, conducting market research, and gathering feedback from staff across Metro. The objective was to build a strategic framework that could guide future crisis communications.
Action
We applied leading CERC theory and developed tailored surveys to assess current gaps. Through targeted interviews with Metro leadership and operational staff, we gathered key insights to define effective protocols, organizational roles, and tools for emergency response messaging.
Result
The final CERC Plan includes activation triggers, communication flows, voice-based templates, and job aids. This equips Metro’s teams with clear tools and structure for consistent internal and external communications during crises.