From the Frontlines of Crisis Communication with Dr. Lori Mueller & Jerry Gallagher
- Safe and Sound Schools
- Sep 2
- 6 min read
“Call for help, reach out for help…don’t be afraid to get help not only for yourself, but for those who are on your team and around you.”
–Dr. Lori Mueller
In this episode of The Sound Off on School Safety, Michele Gay sits down with crisis communication experts Jerry Gallagher and Dr. Lori Mueller to unpack what it takes to lead in the moments that matter most. Drawing from their years of experience leading and supporting schools before, during, and after emergencies, Lori and Jerry share the strategies, pitfalls, and important lessons that help leaders protect both safety and trust in the face of all types of safety issues, from mold in the classroom to acts of violence on campus.
From navigating tragedy with compassion to making sure every voice feels heard, this conversation offers practical steps — and the human perspective — behind effective crisis response.
Please note: The release of this episode was scheduled prior to the August 27th, 2025, tragedy at Annunciation Catholic School in Minneapolis, MN. As we share this conversation, we are reminded that the lessons here are not abstract — they are urgent, lived realities for school leaders, educators, families, and communities. Our hope is that these insights serve as a source of guidance and strength for all those working to support hurting communities now and in the future. Additionally, if you need support resources for your students, staff, and school community, please visit this page.
Below is the full episode guide with key takeaways and standout quotes to guide your listening.
Episode Guide
[16:00] Building Trust Through Transparent Communication
In the face of unexpected crises, trust can quickly erode if families feel left in the dark. Michele shares how steady, transparent communication about mold and structural issues at her children’s schools helped rebuild community confidence. Highlighting the importance of frequent updates and early engagement with stakeholders, this section emphasizes learning “on the fly” and providing factual, timely information. These principles are just as critical when schools face their darkest moments, ensuring families feel supported and informed rather than isolated in fear.
“Really earn that [trust] back…people get in their corners and start to think, well, they’re not sharing everything that we need to know.” –Michele Gay
[17:00] The Power of Timely Information
Dr. Mueller expands on the principle of steady drip communication — sharing what you know when you know it rather than waiting for every fact. Early communication prevents misinformation, sets expectations for updates, and demonstrates leadership, even in uncertain situations. This is a call to balance thoroughness with timeliness.
“As quickly as possible…share what we can when we have it and let our families know when to expect the next communication.” –Dr. Lori Mueller
[19:00] Putting Your Crisis Communications Plan Into Action
Jerry emphasizes the importance of immediate action. Once a crisis is reported, administrators should convene their teams, set a communication timeline, and issue initial updates within minutes. This proactive approach prevents the story from being controlled by rumors or social media.
“If we are not communicating within 20 minutes of that first [report]…we have failed and are going to spend the rest of the day chasing our tail.” –Jerry Gallagher
[21:00] Proactively Establish Solid Relationships with Media and Staff
Trust is reinforced through pre-established partnerships. Jerry and Michele discuss the importance of cultivating relationships with local media and ensuring staff are informed first. Properly prepared staff act as trusted community communicators, while media partners help share verified information accurately.
“You really want to communicate with staff first. Trust starts to erode almost instantly if we don’t.” –Michele Gay
[26:00] Preparedness Through Practice and Muscle Memory
Preparation is more than having a plan — it’s practicing it. Dr. Mueller shares how rehearsing crisis scenarios with leadership teams and partners builds confidence and ensures a coordinated response when stress is high. Michele adds that templatized communication frameworks help schools respond consistently and thoughtfully.
“As a leader, you’re training your team to feel confident that you have their back when they are in that fight or freeze mode.” –Dr. Lori Mueller
[31:00] Engaging Community Champions as Part of Your Communications Plan
Jerry introduces the concept of community ambassadors who can help counter misinformation and reinforce accurate messaging. Michele expands on how trusted parents, students, and community leaders can amplify official communications, creating a unified, credible voice during crises.
“When it’s coming from actual community members, there’s a different weight to it…people can trust this communication.” –Michele Gay
[36:00] Communicating Reunification Plans
Planning for reunification is critical, especially in high-stress incidents. Jerry and Dr. Mueller highlight the need to communicate parent pick-up procedures clearly before and during a crisis. Families must know what to expect to prevent panic and additional trauma.
“Parents need to know upfront what that’s going to look like before it happens on the worst day possible.” –Jerry Gallagher
[46:00] Supporting Leaders Post-Crisis
After a crisis, leaders themselves are impacted. Michele and Dr. Mueller discuss the emotional toll on administrators and the importance of self-care, family support, and accessing professional help. Without care for leaders, the broader recovery process is compromised.
“You have to communicate, and you have to keep communicating, [because] leaders are going to be impacted themselves.” –Michele Gay
[51:00] Healing Through Transparency and Feedback
Jerry and Dr. Mueller emphasize post-crisis communication with families and communities. Sharing lessons learned, offering avenues for feedback, and connecting people to resources supports healing and reinforces trust. A strong post-crisis strategy ensures continuous improvement and community engagement. In the aftermath of tragedy, these practices not only help communities recover but also honor those impacted by ensuring schools emerge stronger and more prepared.
“The best thing you can do is own it, say we’ve learned how to do this better, and we’re going to do better…collectively, we’re smarter together.” –Dr. Lori Mueller
[55:00] Key Takeaways: Planning, Imperfection, and Support
As the conversation concludes, Jerry stresses that planning and preparation are vital, but perfection in communication is impossible. Dr. Mueller reminds leaders that they are not alone and should leverage support systems during crises.
“Planning, planning, planning…communication is never going to be perfect for everybody. You do your best, you learn from it, and you move on.” –Jerry Gallagher
“Remember, you’re not alone…there are a lot of people you can lean into for support.” –Dr. Lori Mueller
Listen to the Full Episode with Dr. Lori Mueller and Jerry Gallagher
This episode of The Sound Off offers actionable guidance for school leaders on crisis communication. From preparation and staff engagement to reunification and post-crisis recovery, Michele Gay, Dr. Lori Mueller, and Jerry Gallagher share lessons that can save time, reduce trauma, and build community trust.
This episode is proudly sponsored by Status Solutions Network. SSN provides schools with safety technology at no cost and ongoing funding to address their unique and evolving needs—made possible through the support of local businesses advertising on the platform.
Check Out These Additional Resources from Safe and Sound and The Donovan Group
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