Enhancing crisis communication and risk management competencies: A qualitative study of city information officers

Abstract

This qualitative study examines the risk management, communication, and crisis response competencies of city information officers in San Pablo City, Philippines local government, focusing on how these officers effectively handle emergencies and manage public communication. Through semi-structured interviews with 15 regular staff members and 5 job-order workers, the study provides in-depth insights into their strengths and areas for improvement in crisis management. Thematic analysis of the interview data revealed that, while officers face certain challenges, such as occasional communication delays and limited formal training in risk management, they have demonstrated resilience and adaptability in high-pressure situations. Participants shared successful strategies they have employed, such as leveraging existing networks and utilizing local knowledge to ensure timely information dissemination during emergencies. Additionally, strong teamwork and interdepartmental collaboration were noted as strengths, enabling more efficient crisis response. The study highlights opportunities for further enhancing these competencies through targeted professional development programs in risk management and crisis communication. The findings suggest that, with the right support and training, city information officers can continue to improve their effectiveness in managing public communication during emergencies, ensuring better coordination and quicker responses to crises. This research provides practical recommendations for local government units to capitalize on existing strengths while addressing training gaps to further bolster their crisis management capabilities.

Keywords

• city information officer
• risk management
• project professional
• crisis management