When a powerful rainstorm caused Mountain Charlie Road in the Santa Cruz Mountains to collapse, everything changed overnight for the residents who relied on it. What used to be a 30-minute drive suddenly became an hour-and-a-half detour. Frustration and fear spread quickly, especially when it became clear there was no immediate funding to rebuild.This session shares how Santa Cruz County’s Department of Community Development & Infrastructure responded to this unexpected crisis through empathy, transparency, and consistent communication. With no quick solutions, the team focused on keeping neighbors informed through virtual town halls, cross-department collaboration, and honest updates from department leadership.Attendees will learn how open communication helped calm tensions, build understanding, and maintain trust during a difficult time. The session offers practical lessons for communicators facing infrastructure emergencies, when the situation is changing fast, emotions are high, and the answers aren’t simple.