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The PIO PodcastAuthor: Robert Tornabene
The PIO Podcast is a platform for Public Information Officers (PIO's) and Public Affairs Officers (PAO's) in public sector organizations, including Police, Fire, EMS, FEMA, state, local, and federal government organizations. The podcast aims to facilitate learning, growth, and discussion of issues that PIO's/PAO's may encounter within their profession. If you would like to support the podcast and connect with other PIO's/PAO's, please email us at thepiopodcast@gmail.com. Language: en-us Genres: Business, Marketing, Relationships, Society & Culture Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Empathy in Action: Family Liaison Strategies with Moose Mutlow
Episode 12
Wednesday, 1 April, 2026
Send us Fan MailEpisode Summary: In this episode of the PIO podcast, host Robert welcomes Moose Mutlow, a crisis communication and family liaison trainer, to discuss the intricacies of communicating with families during crises. Moose shares his diverse background, which includes years as a wilderness guide and experience in public information and family liaison roles. He emphasizes the importance of truth and immediacy when communicating with families, contrasting it with the more measured approach often required when dealing with the media. Moose highlights the emotional weight of family communication, noting that it requires a balance between professionalism and empathy, especially in high-stress situations where families are experiencing profound grief.The conversation delves into the operational pressures faced by public information officers (PIOs) and how these can complicate their efforts to support families. Moose discusses the significance of providing families with control over their narratives and the importance of transparency in building trust within the community. He also addresses the concept of secondary harm, the role of silence in communication, and the need for PIOs to prioritize the well-being of families over agency reputation. Throughout the episode, Moose shares practical strategies for effective family communication, emphasizing the need for empathy, honesty, and a human-centered approach in crisis situations.Moose's BIO: Moose Mutlow is an author and crisis-response trainer with extensive experience supporting families after fatalities, disasters, and major incidents. As a Family Liaison Officer, he works with public information officers, law enforcement, and emergency management professionals to strengthen family communication, reduce conflict, and deepen agency credibility during high-stakes events. He is the author of When Accidents Happen, Managing Crisis Communication as a Family Liaison Officer and teaches Family Liaison Officer courses across the country.To Contact Moose www.moosemutlow.comSupport the showOur premiere sponsor, Social News Desk, has an exclusive offer for PIO Podcast listeners. Head over to socialnewsdesk.com/pio to get three months free when a qualifying agency signs up.
