Synergist - September 2010

board members feel obligated to demonstrate responsiveness to their constituencies.

Media. Reporters may seek to assess whether the situation is newsworthy. They are typically interested in getting quick access to credible information, usually under deadline.

District administration. Risk managers and maintenance directors are most frequently tasked with resolving IEQ issues. They must balance the concerns of all stakeholders and address issues such as workers’ compensation claims, litigation, insurance claims and tightening budgets.

Initiation

A school district will often engage an IH to tackle the technical aspects of environmental contaminants. However, when starting an investigation, it is often most beneficial for IHs to establish the parameters surrounding occupant factors first. Determining the pool of concerned occupants and stakeholders, the history of past problems and how they were handled, the degree of outrage, as well as the nature of symptoms and concerns help clarify how an issue should be engaged. Will it involve a quick site visit with one or two individuals, or a more involved process of communication and investigation? Defining the role of the IH is imperative. Issues are often more effectively resolved when the IH serves not only as technical expert, but as lead communicator and manager of the resolution process.

The Power of Communication In resolving IEQ issues in schools, the IH’s ability to connect with stakeholders is often more powerful than technical prowess. Understanding situations from the occupants’ perspective is key. Frequently, occupants’ concerns regarding IEQ are fueled by alarmist information from the Internet or other media outlets. Combined with limited access to data about their environment, an incomplete understanding of IEQ issues can lead stakeholders to speculation and worst-case assumptions. Over time, these concerns spread among occupants. If they aren’t addressed quickly, concerns can turn into outrage and lead to an adversar-ial relationship between the IH and district administration, which further hinders prospects for resolution.

Just as a good sampling plan is key to developing useful data, a communication plan is essential for establishing an effective working relationship with stakeholders. Focus on the following objectives during initial communications:

Show action. Demonstrate a genuine desire to learn about and help resolve stakeholder concerns. Establish your competence and credibility by focusing not only on personal capability and experience, but by supporting your reasoning and data with authoritative sources.

Listen. Encourage stakeholders to express their concerns, observations and ideas. Remember to consider not only the likely causes of symptoms from a technical perspective, but also the potential causes believed by occupants.

Provide sound information. Educate stakeholders on the issues. Provide accurate histories and promote transparency of data. Help stakeholders verify the information and conclusions you provide.

Establish cooperation. Work to get buy-in on an investigation and remediation pathway. If stakeholders don’t accept the process up front, they won’t accept your conclusions and solutions. Everyone involved should share in the problem and in the solution.

Keep constant contact. Good faith and agreed-upon pathways begin to fade upon the conclusion of a meeting. Maintain connections by keeping everyone in the loop. Frequently restate the action plans you’ve established and the progress you’re making. Follow through on commitments in a timely manner.

Often, successful resolution of IEQ issues depends more on the IH’s ability to educate stakeholders on environmental health than on the specific issues at the school.

Tackle the Issues

While communication is often the make-or-break issue, IEQ investigations still rely upon technical knowledge and data. Fortunately, the technical aspects of IEQ issues in schools are usually uncomplicated and rarely involve significant hazards. Identifying solutions, however, can be challenging.