NECC Combat Ready Manual Chapter 5 Draft version for Family Readiness Symposium.

1. Chapter 5
Communication
1. Purpose. The purpose of this chapter is to detail methods of
communication that CFRT members may use and to provide information
that may improve communication between families, Sailors, and the
CFRT.
2. Overview. There are many methods of communication but no
prescribed plan for how they might be used. Reliable communication
requires practice – to be effective in the worst case, CFRTs must
exercise communication practices on a day-to-day basis. CFRTs must be
able to use any or all methods simultaneously – as a situation
dictates to best serve Sailor families. In addition to understanding
methods of communication, an effective CFRT should understand the
unique character and traits of the audience of family members with
whom it must communicate. This chapter provides information about the
varied population within the Navy family.
3. CPFRP Communications Planning - Communications and Marketing.
There are two main objectives in developing a strong communications
plan to support the CPFRP. The first is to disseminate official
communication to the command and families. The second objective is
equally important - to market the benefits Sailors and families will
reap and the pitfalls they can avoid by becoming actively involved in
CPFRP functions like military lifestyle training sessions, workshops
and briefs provided through the command FRG, FFSC, or other resources.
a. A CPFRP communication plan must appeal to multi-generational
audiences using multiple methods and media. The plan should emphasize
“pushing” information to the Sailor and family rather than expecting
them to “pull” the information. Command PAOs, Ombudsmen, FRGs, FROs
and the NECC Family Readiness Director are good resources to use when
preparing the CPFRP communications plan. The CPFRP communications
plan should include, but is not limited to, the following:
(1) Introduction of the members of the CFRT to include the
guidance of the Commanding Officer for the execution of the CPFRP.
(2) Command calendar of family readiness and morale support
events
(3) Descriptions of military lifestyle training
sessions/briefs/workshops
(4) Benefits of attending/promoting training sessions/briefs/
workshops
(5) Schedules for training sessions/briefs/workshops

2. (6) Staff contact information to enroll in trainings through
Website links, E-mail addresses, Phone numbers, and Physical location.
(7) Promotion of Military OneSource
(8) Links to external websites on command website
(9) Links to command website on external websites
(10) Special event advertisements
b. CPFRP communication plan should be reviewed and revised on an
annual basis. Considerations for revision include:
Measures of effectiveness:
• Feedback
• Participation
• Changes in demographics
• Changes in programming
• Changes in resources
c. Individual/Official/Routine Communication. The FRO in
conjunction with the PAO and Ombudsman facilitates the means by which
the CO communicates with Sailors and families. To communicate general
information about family readiness events, activities, or
announcements, use numerous methods to reach the broadest audiences.
Command authorities may contact family members, with or without the
Sailor's consent, when relaying official information directly related
to family readiness. Official family readiness information includes
information related to support services and social, informational,
care-taking, and morale-building activities aimed at enhancing
preparedness for the total Navy family community. Occasionally, a
spouse may refuse contact from the CPFRP. It is imperative the
families understand the benefit of CPFRP communications. Both the
Sailor and the spouse must agree in writing on the decision NOT to
participate or receive information. In order to decline participation
in the CPFRP communication and the information it provides, both
parties are required to indicate and sign their intent on a Contact
Refusal form in the presence of the CO.
(1) Individual Communication
(a) The first time the FRO and/or Ombudsman communicate
with a Sailor and/or family member will determine the perception of
the command by the Sailor and family. Initial communication with the
Sailor will be via a Check-In Screening Interview as part of the
gaining Sailor’s command check in. Check in interviews for Sailors
will be conducted by the CO’s designated representative, the FRO or
deckplate leadership to assess the status of each Sailor’s personal

3. and family readiness. Some of the questions that might be included in
the interview would be:
1. Is the family residing in the area geographically
proximate to the Sailor and the command?
2. Is the family residing in base housing?
3. Has the spouse participated in a COMPASS (all
spouses) or CORE (Senior Leadership Spouses) session?
4. What is the deployment history of the Sailor?
5. Has the Sailor served as, or are they a currently
returning IA?
6. If required, is there a current family care plan
in place?
(b) During their interview, the Sailor will receive a
Command Family Readiness Welcome Packet. The following two items will
need to be returned to the FRO within 10 days of receiving the packet:
1. Authorization form that must be returned to the
FRO within 10 working days of receiving the packet.
2. A family member contact form that must be
completed by the Sailor to include additional family members in
addition to the spouse in communication from the command and must be
returned to the FRO within 10 working days of receiving the packet.
The Check in interview will be followed by a Welcome Phone Call
conducted by the FRO within two weeks of the Sailor and family joining
the command. The phone call will allow the FRO to create a personal
connection between the family and the command. After the Welcome
Phone Call, a Welcome Letter will be sent to the Sailor and family
within 30 days of attachment to the command. A template for the
Welcome letter is included in Chapter 9 of this Manual. The FRO will
need to ensure the letter complies with the message of the CO to the
Sailors and families within the command. These steps will allow the
FRO to make a personal contact with all of the families within the
command. The FRO will need to continue this proactive outreach while
the Sailor and family are attached to the command.
(2) Official Communication.
(a) Communication is every COs responsibility with the
goal of disseminating accurate and relevant information by the most
efficient means possible. During this time of 24-hour media exposure
covering every event across the world, it is vital that Sailors and
families of the command rely on the accuracy and timely information
provided by the CPFRP. The primary goals of effective command
communications are:

4. 1. Create two-way communication with the command
families.
2. Provide current and relevant information about the
command to command families.
3. Protect the operational security of the mission of
the command and confidentiality of the command’s members, Sailors and
families.
4. Provide information and support to families during
time of crisis within the command.
5. Facilitate rumor control by providing reliable
information from the command.
(b) The CO has several tools (Website, command and
ombudsman newsletter, care line, ombudsman phone tree, family info
briefs, social media, etc…) at their disposal to communicate official
information regarding the command accomplishments and general
information about family readiness events, activities, or
announcements.
(c) The CO and the CFRT will establish a policy and
procedure for disseminating information to the command and families
during a time of crisis. This policy is critical to family readiness.
It ensures that when the command crisis plan is put into action by the
CO, the FRO, Ombudsman and FRG all understand and can act upon their
specific and key roles in the communication process and support of the
families.
(3) Routine Communication
(a) Newsletters
1. Over-use of telephone or email for disseminating
routine information, rather than for important and official
communications, will quickly result in Sailors and family members
considering ALL messages as “junk mail”. The Command or Ombudsman
Newsletter, is the appropriate venue for routine information.
2. The Command or Ombudsman Newsletter provides a
venue for news and updates, addressing current issues, publicizing
little-known programs, and educating families on the services they may
receive at their installation or in the surrounding community. The
Newsletter is put together by the Command representative or Ombudsman
with content suggestions from the FRO, Ombudsman(s) and FRG Leaders,
to address specific information pertinent to the command at that time.
The Newsletter shall be distributed at least quarterly, or monthly
during deployment. Confidential, private, or OPSEC information is
prohibited. A template is provided in the Samples and Templates

5. section. Ideally, the Newsletter is posted to a website and the link
to the website is distributed electronically. This saves computer
memory for both the sender and the receiver.
3. Minimizing the use of “snail mail” to only those
family members without computer access is more efficient and
effective. Electronic communications are better received by todays
younger, tech-savvy Sailors and families. Contact the Base Post
Office to obtain guidance regarding local mailing procedures and
requirements such as labeling, size limits, quantity restrictions,
etc.. Information in the Command or Ombudsman Newsletter shall comply
with Confidentiality, PII, and OPSEC guidelines.
(b) Command website (Reference: SECNAVINST 5720.47B)
1. The command website is the easiest way to
distribute information to the widest audience possible. The
information needs to remain pertinent to the families and timely to
the events of the command. Because of the open nature of a command
website, special considerations need to be made to protect the Sailors
and the families of the command. Each CO may appoint in writing, a
webmaster to manage changes and updates to that command’s website.
The webmaster will collect the information that will need to be
changed or added and enter that information into the server/template.
After the changes have been submitted, they must be approved by the
Public Affairs Officer (PAO) responsible for that command’s website
management before the changes can be reflected on the open website.
The appointed webmaster must proactively track the submitted changes
and updates to ensure they are entered in an accurate and timely
manner for the command. Keep the following things in mind when
maintaining a website:
a. Ensure all information currently residing on
the website is reviewed by the command public affairs representative.
b. Develop local procedures for the approval of
information posted on the command website.
c. Additional guidance can be obtained from the
N-6, PAO, Group FROs and/or NECC Family Program Director.
2. All websites will include only unclassified
information that is approved for public release and are considered
official sites of the Navy. All Department of the Navy websites will
reside in a “navy.mil” domain except as follows:
a. Institutions of higher education, specifically
the United States Naval Academy, the Naval War College, and the Naval
Post Graduate School, and the Staff College may reside in an “.edu”
domain.

6. b. Websites for Navy Recruiting may reside on a
“.com” domain.
c. Electronic commerce or electronic business
(eBusiness) Web sites operated for the Navy Exchange Command may
reside on a “.com” domain.
3. Publicly accessible websites are limited to the
command level. Separate departmental/divisional/office pages will
reside within the command website. All websites need to have a
clearly stated purpose and approval of the CO. Command websites
should be updated monthly or more frequently as required by the CO and
OPSEC.
(c) Careline. Many commands have found that toll free
telephone recorded messages are a good way to provide current, short
messages to command families such as:
• A message from the CO during deployment
• Last minute changes to homecoming flights
• Meeting time/location event changes.
The Careline message should be updated regularly by the CO or those
designated by the CO. This message should be updated at least monthly
or more frequently as determined by the CO. Confidential, private, or
OPSEC information is prohibited.
4. Operational Security (OPSEC). Operational security consists of
measures taken to ensure that sensitive information is not
compromised. Deployment areas and times, location of families during
deployment, the planned return date, and any special pre-deployment
training are often considered OPSEC information. This information is
not for public knowledge. Emphasize the need for OPSEC during Pre-
deployment and Pre-return briefs as well as and throughout the
deployment. Family members often do not realize that a simple
statement they make in passing may jeopardize the conduct of
operations and the safety of those involved. Address these issues
candidly. Take these measures to maintain OPSEC:
a. Sailors and families must: Avoid discussing operational
information over the telephone, in public areas, via email or internet
"chat", and avoid discussing knowledge of military events with members
of the media.
b. Obtain clear guidance from the CO regarding information that
should be distributed to families.
c. All command Facebook pages must contain the following
disclaimer under the info tab of your Fan Page:

7. Welcome to the ________ Facebook Fan page sponsored by ____________.
This page is intended to provide updated information and discussion on
_____________. Please visit our official homepage at ______________.
While this is an open forum, it's also a family friendly one, so
please keep your comments and wall posts clean. In addition to keeping
it family friendly, we ask that you follow our posting guidelines
here. Comments and posts that do not follow these guidelines will be
removed: We do not allow graphic, obscene, explicit or racial
comments or submissions nor do we allow comments that are abusive,
hateful or intended to defame anyone or any organization. We do not
allow solicitations or advertisements. This includes promotion or
endorsement of any financial, commercial or non-governmental agency.
Similarly, we do not allow attempts to defame or defraud any
financial, commercial or non-governmental agency. We do not allow
comments that suggest or encourage illegal activity. You participate
at your own risk, taking personal responsibility for your comments,
your username and any information provided. For Official Use Only
(FOUO), classified, pre-decisional, proprietary or business-sensitive
information should never be discussed here. Don't post personnel
lists, rosters, organization charts or directories. This is a
violation of privacy. The appearance of external links on this site
does not constitute official endorsement on behalf of the U.S. Navy or
Department of Defense. You are encouraged to quote, republish or
share any content on this page on your own blog, website or other
communication/publication. If you do so, please credit the command or
the person who authored the content as a courtesy (photo or article
byline can be U.S. Navy or MC2 Joe Smith, for example). Thank you for
your interest in and support of the men and women of the U.S. Navy.
For further information visit the DoD user agreement at:
http://www.ourmilitary.mil/user_agreement.shtml. All command Facebook
pages must be registered via the Navy’s Social Media Site:
www.navy.mil/media/smd.asp.
5. Confidentiality. (SECNAVINST 5211.5E) Understanding the protocol
and confidentiality of communicating official information is crucial.
When dealing with confidential information, the FRO must closely
follow all of the rules to protect the privacy of the Sailors and
families in the command. The CO must articulate to all volunteer
members of the CFRT that failing to maintain confidentiality is
grounds for immediate dismissal.
a. Confidentiality and Privacy Guidelines: PII is information
which can be used to distinguish or trace an individual’s identity,
such as their name, social security number, biometric records, etc.
This information alone or in combination with other personal or
identifying information can become linked to a specific individual
data such as date and place of birth, mother’s maiden name, etc. Data
that falls under the purview of the Privacy Act of 1974 is a subset of
PII and will follow the reporting procedures outlined in this policy.
Systems retrieving information via any element of PII are subject to
the Privacy Act of 1974. Documents containing Privacy Act information
(now characterized as PII) will be marked “For Official Use Only” when

8. created, and then shredded when no longer required (when shredding,
cross-cut shredding is recommended). Further, placing documents
containing PII in recycle bins is insufficient to meet this disposal
requirement since recycling facilities typically bale for transport to
commercial paper companies. Privacy Act information will not be
stored on a removable storage device, thumb drive, cd-rom, DVD, or
laptop unless encrypted and password protected. Privacy Act data will
not be maintained on personal computers/ devices. Documents
containing Privacy Act information will be marked “For Official Use
Only” and shredded when no longer required. Individuals who handle
Privacy Act data must complete Privacy Act training prior to gaining
access to Privacy Act records. Web-based basic privacy Act training
packages are available on the DON Privacy Act office website at
www.privacy.navy.mil. In the event of a situation where personal
information needs to be disclosed, it should only be shared with the
Commanding Officer’s designated representative.
b. The CO must determine what information they need to know and
what events they want to be apprised of. The following examples might
be situations the Commanding Officer would need to know about:
(1) Expectation of media coverage regarding a family issue
(2) A serious crime
(3) Child abuse or neglect*
(4) Spouse abuse*
(5) Drug abuse
(6) Potentially dangerous situation (suicide)
(7) Any situation about which the FRO believes the CO needs to
know
*Ombudsmen are mandatory reporters. However, some states require ALL
citizens to report suspected abuse to the appropriate authorities.
**While providing services within the scope of their duties,
Ombudsman(s) and Official Family Readiness volunteers are afforded the
same tort liability protection as government employees under the
Federal Tort Claims Act. In addition, Official Family Readiness
volunteers are subject to laws and regulations (Privacy Act) as if
they were government employees.
c. The FRO has an obligation to the Sailors and families to keep
confidential the personal information shared by command families. By
extension, the CO shall ensure the Ombudsman(s) and Family Readiness
Leader(s) maintain the same commitment to the confidentiality of the
specific and personal information that might be shared with them by
families.

9. d. Confidentiality and privacy are protected under PII
regulations as listed above and the Privacy Act of 1974 that limits
the access to personal information that Sailors provide to the
command. The information the command collects must be necessary and
relevant to accomplish the mission. Because the FRO, the Ombudsman(s)
and Official Family Readiness Volunteers may receive information that
would fall under the Privacy Act, they will need to understand the
disclosure rules for the personal information they will be
safeguarding.
e. Several guidelines govern the exchange of personal
information:
(1) Personal information cannot be disclosed without
permission from the Sailor and the family or unless you are required
by law or regulation to disclose the information to the CO or the CO’s
designated representative.
(2) Personal information will only be disclosed to those
designated by the CO.
(3) General information will not be repeated without
permission. General information includes, but is not limited to:
(a) Number of children
(b) Housing area
(c) Work section
(d) Type of vehicle
(e) Health of family members

10. Generational Traits
Baby Boomers Generation X Generation Y
1946 - 1964 1965 - 1976 1977 - 1994
Optimistic and Skeptical, self- Diverse, tolerant,
idealistic, value reliant, and self- entitled, and
respect directed empowered
Prefer personable, Prefer direct, cut-to- Prefer two-way
top-down approach the-chase positive
of communication communication communication, not
afraid to speak up
Problem solvers / Look for challenges Parallel thinkers /
resistant to change and continued multi-taskers /
growth, seek quick educated consumers
recognition
2-2
6. Generational Traits. Some of the main challenges that a FRO may
encounter in effectively communicating with the Sailors and families
within the command are the generational differences that exist in
today’s society. There are three distinct generations in today’s
Navy: Baby Boomers (1946 - 1964), Generation X (1965 - 1976), and
Generation Y (1977 - 1994).
a. Who are they?
• Baby Boomers- For the most part, Admirals, Captains,
Command Master Chiefs.
• Generation X- Mostly Commanders, Lieutenant Commanders,
Senior Chiefs, Chiefs.
• Generation Y- Mostly junior enlisted but also junior
officers, the vast majority of Sailors are Generation Y. This segment
of the Navy also requires the most attention and assistance in gaining
and maintaining personal and family readiness.
b. How do they communicate? Disseminating official
communications as well as proactive outreach are critical, and as
such, the FRO must understand the variances in the preferred means of
communication within each generation.
• Baby Boomers - Prefer a face-to-face, top-down approach to

11. communication, briefings and verbal communication work well. This
generation values respect and is comfortable in waiting for this
information, and will act upon the information provided. However,
this generation is also resistant to change, so the FRO must be
cognizant of this trait when communicating information that relates to
programmatic changes.
• Generation X - The first generation to begin seeking out
information they need instead of waiting to be told. They prefer
direct information and bottom line up front approaches to
communication. As such, they are comfortable using the Internet and
interacting through email to get the information they need. However,
they are generally skeptical of programs, and as such will generally
require proof of success before widely disseminating program
information.
• Generation Y - No boundaries with regards to
communication. They freely communicate up and down the chain of
command, and are not afraid to speak up, regardless of the audience.
They are a virtual generation and like to text and blog and share
information in places like "Facebook". However, Generation Y is an
“instantaneous” generation who also feel “entitled.”