How one note magnified the tragedy of Lily Hooper's family

analysis How the tragedy of dead bushwalker Lily Hooper was amplified by miscommunication "Is this accurate?" That was the immediate reaction of New South Wales Premier Chris Minns when he was passed a note in parliament shortly before midday. He had already faced two hours of questioning in a budget estimates hearing and still had another hour to go. The note was a surprising, but welcome distraction from questions about uranium mining. After being assured the information was credible, the premier made an announcement that brought joy to the room. "We've got some fantastic news, Mr Chair," he said. "Lily Hooper has been found alive." There were murmurs of relief from MPs, many of whom had been following the news about the missing 18-year-old hiker. Ms Hooper left her home south-west of Sydney on the morning of Wednesday, August 12, to go hiking in the Nattai National Park. Her car was later found near the Bonnum Pic Walking Trail, sparking a large-scale multi-agency search involving nearly 1,000 people, according to police. The premier went on to thank the police, the State Emergency Service (SES), defence personnel and the many others who had joined the search. It was a moment of levity in a sometimes combative hearing. The premier's announcement was widely reported, including by the ABC. About 25 minutes later, the premier was handed another note, containing the worst possible news. A tragic miscommunication By that stage, the hearing had resumed normal programming, with opposition MP Natalie Ward asking a series of pointed questions about the office of local government. After conferring with Secretary of the Cabinet Office, Kate Boyd, a stony-faced Mr Minns made another announcement. "I've got some terrible news," he said. "I apologise to the committee, but it seems as if the early advice was wrong. "Lily's body's been found, and she's been found deceased." "Oh my god," replied committee chair Jeremy Buckingham. The premier continued. "I only raise that because I made the earlier advice and I'm very sorry for that," he said. "This is obviously devastating, and I'm just profoundly sad for her family and all those concerned." Police said about 11:30am a body believed to be that of Ms Hooper was located in bushland. The premier's anguish was plain to see. Not only had he been provided with incorrect information, but his earlier statement had brought the community an immense sense of relief that was abruptly snatched away. People would be entitled to wonder how such an error could be made. It soon became clear the miscommunication occurred much further down the chain. Unfortunately, it made its way to the top before anyone could stop it. The error fuelled by 'elation' Speaking to reporters in the Southern Highlands, NSW Police Assistant Commissioner Joseph Cassar pointed to the communication challenges search teams were facing using handheld radios. An SES volunteer made the initial discovery and was following protocol by reporting it up, he said. However, he said there was a delay in effectively communicating the fact that Ms Hooper had died. During the intervening period of between eight and 10 minutes, Ms Hooper's family, who were in close contact with the police, were led to believe she was alive. Police Commissioner Mal Lanyon apologised "unreservedly" to the family. "The miscommunication obviously was born out of elation that Lily had been found, and her condition at that time was such that searchers were relieved," he said. "Certainly, those at the command post were elated. "Tragically, that miscommunication then led to a deflation, and obviously we know now the impact on her family." By that stage, the initial report of Ms Hooper having been found had already found its way to the government. Police have well-established lines of communication into the offices of both the premier and the police minister, Yasmin Catley. Word travels fast, by necessity. During media conferences or Question Time, both are regularly asked for updates on police investigations or emergency operations, so they need to be well-briefed. Just as the public is right to expect that the information the premier provides is accurate, he is right to expect the information being passed up the chain is correct. The commissioner said the incorrect report was passed via police commands into the offices of both the premier and the police minister. While he "wasn't given notice" of the premier's announcement, he was not surprised that he had made it. "When Lily was located, obviously there was elation," Commissioner Lanyon said. "That information got passed through very quickly. "It's unsurprising that it went quickly up into government." Police have now committed to reviewing and improving their communication on the ground, particularly when working with the SES. It is also likely to prompt some rebalancing between the speed and accuracy of the information they provide to the government, which today showed how quickly it can disseminate it. On this occasion, that balance was off, magnifying both a mistake and a family's tragedy.