On September 4, Capital Strategic Solutions (CSS) partnered with the Town of Westford, MA, to deliver a Crisis Communications training designed to prepare municipal leaders and staff for high-pressure emergency situations. The session was co-led by Senior Project Manager and Massachusetts Firefighting Academy Instructor Tom Impey and Project Manager Liz Kalaijian, both of whom bring deep expertise in crisis management, public safety, and strategic communications.
The training brought together 24 Westford staff members, including department heads, town administration and frontline leaders, for an interactive workshop. Participants worked through real-world scenarios, learned how to coordinate communication efforts during fast-moving incidents, and practiced the step-by-step crisis response process. The program was built around FEMA Public Information Officer (PIO) standards and Incident Command System (ICS) principles, ensuring that Westford’s approach is aligned with nationally recognized best practices in emergency management.
Participants left the session with a clearer understanding of how to manage public messaging in moments of crisis—from the initial response through recovery. Attendees shared positive feedback, noting that the training provided useful, real-world tools they could immediately apply in their roles.
CSS has been working with the Town of Westford since January 2025 creating a townwide communications strategy, providing the town with communications consulting services, including being designated as the Public Information Officer.
As part of our work with CSS, we felt that it was important to train our staff on communication under crisis circumstances. Not only was the training educational for all, but we were also able to use this session as a team-building exercise.This training has shown to be valuable in our everyday work and will be even more important during times of crisis when we are handling very difficult conditions. Even if you think your community is prepared for a crisis and communicating during difficult times, I cannot recommend this training enough.
It was inspiring to see Westford’s leadership team so engaged in the training. Crisis situations can unfold rapidly, and having a clear, practiced communications process is essential. Our goal was to provide practical tools that staff can immediately apply, and the feedback we received shows that the training really resonated.
At CSS, we are committed to empowering communities with the knowledge and skills needed to respond effectively during emergencies. Westford’s proactive approach demonstrates the importance of preparation, and we are proud to partner with them in strengthening their ability to keep residents informed and safe.
CSS believes that strong communication builds trust and resilience within communities. Our team offers a variety of in-person, on-site professional trainings, each tailored to meet the unique needs of municipalities, school districts, and organizations. From crisis communications to leadership development, our goal is to ensure that teams are confident, coordinated, and prepared when it matters most.
For more information about how CSS can support your community with custom training opportunities, contact us today.
About Capital Strategic Solutions
CSS is a certified woman-owned, disadvantaged business enterprise of municipal experts delivering creative, cost-effective solutions that maximize success and minimize risk. With deep local government expertise, we craft tailored strategies to meet each community’s unique needs.
Our capabilities span public administration, municipal finance, human resources, policy development, emergency management, public safety, public works, water operations, interim municipal services, public relations, community engagement, project management, grant writing, and onsite support. We partner with clients to define clear goals, overcome challenges, and implement human-centered plans that drive performance and transform communities.