Frontline crisis communication
Navigating unprecedented COVID-19 unemployment surge & launching federal emergency programs.
the challenge:
Historical surges in pandemic unemployment claims and constantly evolving federal mandates caused extreme public anxiety and unprecedented traffic.
The Strategy:
Created a digital pipeline to translate complex federal guidelines into accessible, step-by-step public updates.
The Impact:
Intercepted hundreds of public inquiries, served as an authoritative information shield, and guided claimants through new program rollouts.
Federal mandate translation
Rapidly dissected complex, rapidly changing federal legislation (CARES Act, PUA, PEUC, FPUC) and translated dense legal requirements into plain-language, step-by-step guides for everyday citizens.
New program rollout communications
Managed the digital launch of entire, brand-new unemployment systems built overnight. Created clear eligibility charts, “How to Apply” visual guides, and benefit timelines to set realistic public expectations.
HIgh-stakes misinformation defense
Acted as the frontline digital defense against circulating rumors, fraud scams, and viral misinformation, publishing timely, verified updates to maintain institutional credibility during a statewide crisis.
system outage & maintenance transparency
Managed transparent, high-urgency communications during critical system maintenance windows and high-volume downtime, using empathetic, clear messaging to de-escalate public frustration.