Public engagement when trust is on the line.

When a crisis breaks, a community stops listening to statements and starts listening to people it can see and reach. E360 Response puts twenty years of outreach, response and analytics infrastructure behind organizations that have to earn that trust back, and puts a practice leader who has done it inside a steel mill, a gas utility and a water utility at the front of the room.

Talk with our practice leader

A crisis is a community engagement problem before it is a communications problem.

Regulators, plaintiffs and the press will get the facts. What an organization under pressure rarely has is a way to reach the people affected, hear what they are actually saying, act on it, and prove that it did. E360 Response is the strategy to execute the work supported by the Engage360 Framework to assure a comprehensive plan that’s both sustainable and scalable.

Connect · reach people where they are

A dedicated response line staffed within days, community ambassadors walking the hardest-hit blocks, and listening sessions where leadership hears the community without a slide deck between them.

Impact · turn commitments into delivery

Enrollment for relief and assistance programs, outreach to households that cannot come to you, and partnerships with the churches, centers and local organizations a community already trusts.

Insights · know who has not been reached

Reach, sentiment and enrollment analytics by neighborhood, so leadership, counsel and regulators see the same picture and no one is guessing about coverage.

Health · protect the people most at risk

Identification and proactive outreach to medically vulnerable and elderly residents, drawing on the health-equity outreach our teams run for providers and public agencies every day.

What we deliver

An engagement can start with a two-week assessment and scale to a twelve-month program. Every element below is something our teams stand up and run, not something we hand off.

Rapid situation assessment and stakeholder mapping: community, elected officials, faith and civic networks, media
Strategy and message architecture built with counsel so that public commitments hold up in a docket or a courtroom
Community accountability council design and facilitation, with a charter, a budget and a direct line to leadership
Executive listening tours, planned, staffed and documented, with minutes published
Neighborhood outreach and door-to-door enrollment for relief, assistance and registry programs
Dedicated response and information line, with bilingual capacity and warm handoffs
Faith-network and local-organization partnerships as first channels to the community
Elected-official and regulator briefing cadence, so leaders hear from the organization before they hear from the press
Local and community media engagement, including the outlets a community actually reads
Vulnerable-population identification and outreach
Reach, sentiment and enrollment analytics with a public scorecard
After-action review and a standing engagement protocol for the next event

Built to work alongside counsel

Public engagement during a crisis usually happens while a regulator is asking questions and litigation is pending. We have worked inside those constraints. Our practice leader has managed community and government affairs under a federal corrective action order, through an attorney general's lawsuit and a court-supervised remediation, and through the sale of a public utility.

That experience shapes how we operate: a single counsel-reviewed fact base behind every public statement, clear separation between what can be said and what should simply be done, and engagement designed so that action, not language, carries the organization's position.

Practice leadership

Carolyn E. Mosby

Chief Operating Officer, Engaging Solutions

Carolyn has spent more than thirty years in the space between institutions and the communities they serve, most often when that relationship is under strain. Before joining Engaging Solutions she led community and government affairs, crisis communications and public engagement for organizations under federal enforcement, litigation and political pressure, including:

Government and Community Affairs Manager, U.S. Steel Gary Works, leading community engagement for the largest river sediment remediation of its kind in the United States under a federal RCRA Corrective Action Order
Public relations, community affairs and government affairs lead for Nicor Gas through a statewide mercury contamination crisis involving an attorney general's lawsuit and court-ordered inspection of roughly 200,000 homes
Vice President of Marketing Communications and company spokesperson for the former Indianapolis Water Company through its sale, transition and daily operating emergencies
Chief Marketing Officer of Kiwanis International and eleven years as President and CEO of the Mid-States Minority Supplier Development Council

Two kinds of proof

We are clear about what the firm has delivered and what the practice leader brings. Together they are the reason this capability exists.

Delivered by Engaging Solutions

Twenty years of outreach, response and analytics operations for healthcare, government and regulated industries.

Community outreach and engagement programs for public agencies and health plans, reaching populations that traditional channels miss
Contact-center and response-line operations for regulated clients, with the quality and documentation standards those industries require
Health-equity outreach to underserved and medically vulnerable populations, from access and navigation to follow-through
Data and business intelligence that shows leaders who has been reached, who has not, and what changed

See case studies

Practice leader experience

Community and government affairs for a steel mill under federal environmental enforcement in a majority-Black city
Public, community and elected-official communications for a gas utility through litigation, relocation of affected families and a court-supervised cleanup
Spokesperson for a water utility through a politically charged sale, workforce lawsuits, main breaks and boil-water events
National public relations for a major cultural institution through its most divisive public moment

If the community has stopped listening, start here.

A first conversation is confidential and costs nothing. We will tell you what we see, what we would do first, and whether we are the right partner.

Let's connect