City Council Agenda Report
September 1, 2026
TO: Honorable City Council
FROM: Jesus M. Gomez, City Manager
BY: Levy Sun, Director of Communications & Public Affairs SUBJECT: AMENDMENT NO. 1 TO AGREEMENT FOR CRISIS COMMUNICATIONS
SERVICES
Background:
On September 16, 2025, City Council approved a one-year agreement with The Merino Group for crisis communications services following a competitive RFP process. The City received three qualified proposals and interviewed all three firms. The Merino Group received the highest average evaluation score, 97 points compared with 93 points for Communications LAB and SAE Communications, and was selected as the preferred firm.
The original agreement authorized a $3,000 monthly retainer and maximum annual compensation of $100,000, inclusive of separately billable crisis communications services, and included an option to extend the agreement for one additional year. Under the proposed amendment, as adopted by the Fiscal Year 2026-27 Budget, the City would exercise that option through September 4, 2027, eliminating the $3,000 monthly retainer and reduce the maximum annual compensation from $100,000 to $50,000. Services would be billed only at the hourly rates established in the original agreement.
The scope of work will supplement the City’s internal communications capacity during high- impact, sensitive or fast-moving issues. The City’s Communications Department continues to lead day-to-day messaging, public information, media coordination and community engagement.
The Merino Group provides specialized support through public sentiment monitoring, media monitoring, issue analysis, strategic messaging recommendations and crisis communications support when additional expertise or surge capacity is needed.
During the current term, The Merino Group provided work in several key areas consistent with the approved scope of services.
City Council September 1, 2026
Amendment No. 1 Crisis Comm Service Page No. 2
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Community sentiment and public safety monitoring. The Merino Group tracked public safety activity, traffic incidents, fireworks, theft concerns, school-zone safety, street takeovers and matters related to the Sheriff’s Department Norwalk Station, Public Safety or another agency.
This monitoring helped staff identify recurring concerns and communications opportunities involving public safety visibility, traffic safety education, neighborhood awareness and agency- role clarification.
Infrastructure, construction and service-delivery analysis. The Merino Group monitored resident concerns involving potholes, road conditions, traffic signal timing, construction impacts, storm and flooding concerns, power outages, and use of the Norwalk Connects app.
Recommendations included clearer service-request explanations, before-and-after visuals, project timelines, field activity updates and jurisdictional clarification involving outside agencies such as Caltrans and Southern California Edison.
Parks, development and community project monitoring. The Merino Group evaluated public sentiment related to Hermosillo Park, Holifield Park, Norwalk Park, The Walk and other visible community projects. Reports identified resident concerns involving transparency, public input, project timing, traffic impacts, loss of familiar community space and access to park amenities.
Recommendations included citywide parks progress communications, project life cycle updates, and inclusion of cost and funding details.
Media and regional issue monitoring. The Merino Group monitored traditional media coverage and regional issues that could affect Norwalk residents or be associated with City operations. Topics included regional transportation projects, public safety alerts, education and labor issues, public health alerts, state laws, immigration enforcement posts and regional fiscal pressures. These reports provided staff with analysis regarding City responsibilities and those of county, state, school district, utility and law enforcement agencies.
Staff anticipate the need for specialized, surge-capacity support. The Communications Department will continue to manage routine City communications, while outside support will be requested when additional monitoring, analysis or specialized communications assistance is warranted.
During the extended term, staff anticipates requesting specific reports, such as regional emerging issues report, that supplement the City’s monitoring efforts, based on operational needs. For budgeting purposes, staff estimate that authorized routine monitoring, analysis and reporting services could require approximately 25 billable hours per month. Services will be performed and billed only when requested by the City, and actual monthly expenditures will vary based on the services requested and hours worked.
A new RFP is not recommended for this action because the proposed amendment exercises the one-year extension option included in the original agreement that was competitively procured and approved by City Council in 2025.
City Council September 1, 2026
Amendment No. 1 Crisis Comm Service Page No. 3
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Fiscal Impact:
Amendment No. 1 establishes compensation in an amount not to exceed $50,000 for the extended term, which is 50% less compared with the initial term. The cost is included in the Communication Department budget.
Citizens Advised:
N/A
Strategic Plan 2023 Implementation:
The recommended action is consistent with the City’s Strategic Plan Goal 1: Provide High Quality Customer Service to the Community.
Recommended Action:
Staff recommend City Council approve Amendment No. 1 to the agreement with The Merino Group extending the term from September 5, 2026, through September 4, 2027, eliminating the monthly retainer, and providing compensation at the existing hourly rates in an amount not to exceed $50,000; and authorize the City Manager to execute the amendment and any additional amendments, provided there is funding in the budget and the action is within the City Manager’s signing authority, on behalf of the City, in a form approved by the City Attorney.
Attachments:
1. Amendment No. 1
2. Agreement with The Merino Group