Let's Talk

Relationships Innovation & Courage
Strengthening Community Ties

BY Bill Rankin, Communications Officer, Communications and Citizen Engagement Sector

Photo: Bill Rankin

Left to right: Marg Harlang, Brian Lang, Johanne Vallée

The Correctional Service of Canada welcomes public scrutiny and invites our communities to see, understand, and become involved in our operations. Periodically, and sadly, we face difficult situations, sometimes very tragic events, in our communities that threaten to create crises of confidence in what we do and how we do it. At these times, we must draw upon the relationships we have with our community to address these crises with courage and innovation.

Recently, CSC brought together its partners in community corrections to discuss how best to deal with these infrequent but very real challenges. At the working group session entitled Best Practices in Social Marketing and Strategic Communications, three leaders in community corrections—two of our own staff and one of our partners—demonstrated the relationships, innovation and courage needed to help communities in crisis.

Marg Harlang, District Director for Hamilton–Niagara told a fascinating story of how she dealt with police, politicians, press and public after a federal parolee committed a serious crime, almost on the doorstep of the halfway house where he resided. Within a very brief time span, three more tragic events occurred that threatened to overwhelm Harlang and her hard-working staff. Without their presence of mind, dedication and support from Regional and National Headquarters, they might have succumbed to the relentless pressure and the outcome could have been far less favourable. Thanks to Harlang and her staffs’ diligent work, community leaders’ confidence was maintained.

Johanne Vallée, Director, Association des Services de Réhabilitation Sociale du Québec, described her media strategy in response to a crisis involving an offender at a halfway house in Trois Rivière. Vallée’s solid relationship with local media and her courage in the face of mounting obstacles helped to defuse the hostility expressed by community members.

Confronted with an ongoing situation in Vernon, British Columbia, Brian Lang, Director, Community Corrections, has in the last year focused his innovative energy on solving problems involving offenders, local politicians and community organizations including Vernon’s Community Advisory Board in this seemingly idyllic West Coast town.

Lessons learned by the three presenters could form a management textbook for community corrections staff facing crises anywhere in Canada. Suggestions include:

• Develop closer relationships with trustworthy reporters. Do not tolerate inaccurate stories; bring them to the attention of media management.
• Public education is essential for building understanding, trust and cooperation. Activities include open houses at community correctional centres and community residential facilities, forums, town-hall style meetings, and one-on-one sessions with police and politicians.
• Corrections managers should be able to delegate day-to-day duties to alternates during times of crisis and devote their attention to solving problems quickly, before they get out of hand.
• Develop customized crisis management plans that include operating principles, spokespersons and foreseeable situations.
• The voluntary sector associated with halfway houses requires peer review and other controls including periodic rejuvenation of board membership.

All three presenters agreed that strong partnerships with various groups within the community are the key to easing tensions and securing positive outcomes during times of crisis.

“It’s all about having plenty of patience and courage,” Johanne Vallée concluded. ♦