Welcome to Shelter Management April, 2017

Course Purpose To prepare you to perform the roles, responsibilities and tasks of a shelter manager in a Red Cross shelter. 2

Learning Objectives Roles and responsibilities Shelter space and supplies Manage shelter staff Collect and report information Communicate effectively Accommodate needs Collaborate with partners 3

Sheltering Standards and Procedures Purpose To provide programmatic guidance and establish standards for the entire sheltering program. Pay special attention to: Grey Standards boxes at the beginning of each section which outline the standards that apply to that phase of the sheltering process.

Operating a Shelter Job Tool Purpose To provide guidance for shelter managers and shelter workers assigned to a disaster relief operation by: Including tools to help you resource, open, operate and close a Red Cross shelter Providing guidelines for specific activities 5

Icons Used in the Operating a Shelter Job Tool Target Audience Indicates a responsibility specific to the shelter manager or their designee Indicates a responsibility typically assigned to a worker

Icons Used in the Operating a Shelter Job Tool, continued Area of Interest Directly Related to a Sheltering Standard Registration Feeding Dormitory Disaster Health Services Disaster Mental Health Services Information Shelter Staffing Logistics, Facilities or Material Resources

Introductions and Learning Goals If you could learn only three things in this course, what would they be? Write three things on blank piece of paper. Take 2 minutes. Give your paper to the person on your right. Review your colleague’s responses. If we could cover only one of those items, which would you choose? Place a check mark beside the one you would choose.

Introductions and Learning Goals (cont.) Pass the list to your right and choose one item. (You can check a previously checked item.) Pass the list to your right and choose one item. (last time) Retrieve your list and review the check marks. Introduce yourself: What is your name? Where are you from? How many times have you worked in a shelter? What is the highest priority on your list?

Sheltering Process Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Reporting Structure 11

Sheltering Lead and Shelter Manager Many sites Management level position in Volunteer Connection Shelter Manager One site Supervisory level position in Volunteer Connection

Sheltering Process: Resourcing Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Resourcing the Shelter—The Facility Verify Facility Use Agreement Verify Shelter Facility Survey Conduct inspection using Facility/Shelter Opening & Closing Inspection Conduct inventory of supplies using Shelter Inventory

Facility Use Agreement Review each item in the Terms and Conditions section. Notice the bold and italicized text under these items that provides more information.

Additional Key Information Contact information at headquarters Resources for clients Available shelter supplies Reporting requirements Procurement options Feeding options NSS data entry plan Staffing information

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Case Study 1: Allocate and Set Up Shelter Space Plan the space in your shelter, setting up the specific services indicated Work in your group for 10 minutes

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Display Shelter Signage Four Types of Signage: Red Cross identification signs Directional Rules Information and Guidelines

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Resources for Shelter Staffing Follow basic staffing guidelines Use the Shelter Staffing Job Tool Create a Table of Organization Use the Staff Request form

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Staff Work with Partners Supply and Equip the Shelter

How to Receive Shelter Staff Conduct orientation for workers Conduct job inductions Make initial staff assignments Prepare schedules for workers

Exercise: Orientation Information Group 1: What should you include in an orientation about the disaster? (Assume workers have not received one at headquarters.) Group 2: What should you include in an orientation about the shelter and its clients? Group 3: What should you include in an orientation about safety and security in the shelter? Group 4: What should you include in an orientation about the local area that will help visiting staff serve clients and acclimate to the area? Select a spokesperson Work in your group for 10 minutes

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Partners are Valuable Resources Red Cross-trained partners as shelter staff: Ready When the Time Comes (local volunteers) National Civilian Community Corps (national volunteers) Service Providers: Medical (Medical Reserve Corps) Mental health, spiritual care Pet sheltering (CART—County Animal Response Team) Temporary respite care for children (Children’s Disaster Services)

Questions About Working with Partners What are a shelter manager’s responsibilities when working with partners? What should a shelter manager do when a representative from a partner organization arrives at the shelter? What conduct and working guidelines should partner representatives follow when volunteering in a shelter? What are some practices that are prohibited in Red Cross shelters? Select a spokesperson Work in your group for 5 minutes

Resourcing the Shelter: Services Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Supply and Equip the Shelter As a shelter manager, you are responsible for: Estimating supply and equipment needs Procuring necessary supplies and equipment Tracking shelter inventories Returning supplies and equipment when the shelter closes

Sources of Supplies Facility-owned supplies for use at shelter Supplies delivered to shelter from region or relief operation Contents in Shelter Supply Kit Vary by region

Case Study 2: Assess Supply Needs Decide what types and quantities of supplies you need to request for this shelter Select a spokesperson Work in your group for 10 minutes

Requisition Requirements for Shelters Authorized requester must be Volunteer Connection supervisor level or delegated the responsibility. Authorized approvers are assigned by Operational Leadership.

Resourcing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter

Sheltering Process: Opening Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Opening the Shelter Notify the shelter operations manager, facility point of contact and all of the workers. Clients are welcomed in and services are initiated. Core Services are set up in every shelter, regardless of size or duration.

Sheltering Process: Operating Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 39

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 40

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 41

Registration Phases Reception Registration Referral Dormitory Registration Form Shelter Referral Log Shelter Client Welcome Handout Referral

What if… What if a potential shelter client comes to dormitory registration and does not speak English? Assume that none of the shelter workers speak that individual’s language. How should workers conduct the dormitory registration interview? Are there any issues that need to be taken into consideration?

How would you handle these requests? A deputy sheriff from Springfield County: “We have reason to believe a suspect in a murder attempt is in your shelter. We need to see your records and walk around to determine if he’s here.” A judge from District Court 14: “I’m on a task force assessing the extent of the damage from the flood. We need to account for every citizen. I need to see your list of shelter clients to compare it to our list of missing citizens.” A man: “I can’t find my wife and daughter. Can you help me? My wife is Katherine Washington and our baby girl is Anita. I’m desperate to find them. Can you please tell me if they’re here?”

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 45

Case Study 3: Determine Workers Needed Estimate number of supervisors and workers you will need for 275 shelter clients Select a spokesperson. Work in your groups for 10 minutes.

Possible Answer to Case Study Shelter Staffing Template 275-PERSON SHELTER Three Shifts ROLE G/A/P OPERATE 7a-4p 3p-12a 11p-8a SHELTER MANAGER MC/SH/SV 1   SHIFT SUPERVISOR 1  ADMINSTRATIVE SUPPORT MC/SH/SA RECEPTION AND REGISTRATION 3 DORMITORY FEEDING/SNACKS 2 INFORMATION AREA OTHER MC/SH/SA  TOTAL 13 11 6

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 48

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 49

What if… What if you were approached by a group of clients who were unable to eat the food being served due to religious dietary laws? What actions would you take?

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 51

Case Studies 4-7: Directions Group 1: Case Study 4: Influenza Outbreak Group 2: Case Study 5: Conflict Between Clients Group 3: Case Study 6: Registered Sex Offender Group 4: Case Study 7: Shelter Emergencies Work in your groups for 10 minutes. Select a spokesperson. Be prepared to present: The situation Your decisions Key points gained from information in the Operating a Shelter Job Tool

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 53

Coordinate with Disaster Health Services Case Study 4: Influenza Outbreak Group 1 presents: A brief overview of the situation The decisions made Key points from the Operating a Shelter Job Tool Audience: Takes notes Writes questions

Coordinate with Disaster Mental Health Services Case Study 5: Conflict between Shelter Clients Group 2 presents: A brief overview of the situation The decisions made Key points from the Operating a Shelter Job Tool Audience: Takes notes Writes questions

Coordinate with Casework and Recovery Planning Disaster Health Services Disaster Mental Health Services Client Casework

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 57

Methods of Communication Daily shelter client meetings Shift change meetings Information boards Flyers and newsletters

Problem Solving Case Study 6: Registered Sex Offender Group 3 presents: A brief overview of the situation The decisions made Key points from the Operating a Shelter Job Tool Audience: Takes notes Writes questions

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 60

Accommodating People with Access and Functional Needs, Including Those with Disabilities Accommodations for shelter clients with: Mobility-related disabilities Visual disabilities Hearing disabilities Work in your groups for 5 minutes.

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 62

Respond to Emergencies Managing emergency communications Managing shelter emergencies

Respond to Shelter Emergencies Case Study 7: Shelter Emergencies Group 4 presents: A brief overview of the situation The decisions made Key points from the Operating a Shelter Job Tool Audience: Takes notes Writes questions

Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 65

Reporting and Recordkeeping Shelter Log Shelter Manager Log Daily Shelter Report

Review Data from the Daily Shelter Report As a shelter manager, what can you learn from the Daily Shelter Report? How might this help you?

Opening and Operating the Shelter Maintain the Shelter Facility Manage Reception and Dormitory Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Casework and Recovery Planning Communicate and Problem Solve Accommodate Shelter Clients’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 68

Sheltering Process: Closing Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Closing the Shelter Transfer or release shelter workers Communicate to clients, partners, workers and the public. Transfer or release shelter workers Return shelter to pre-occupancy condition Prepare Shelter Narrative Report Submit paperwork to the sheltering lead

Communicate to Clients 24-48 hours’ notice Verbal notice Written notice Accessible to all shelter clients

Transfer or Release Shelter Workers Complete performance evaluations Assist workers with out-processing

Return Shelter to Pre-Occupancy Condition Perform walk-through with facility representative Complete page 2 of the Facility/Shelter Opening and Closing Inspection form

Shelter Narrative Report Summary of: Services provided Shelter partners Other resources used Challenges and solutions How unmet needs were accommodated Recommendations for future operations

Sheltering Process Planning and Preparedness Planning the Sheltering Operation Resourcing the Shelter Opening the Shelter Operating the Shelter Closing the Shelter

Course Closing We will: Review Course Objectives Review your Learning Goals Complete Course Evaluations 76

Course Objectives Roles and responsibilities Shelter space and supplies Manage shelter staff Collect and report information Communicate effectively Accommodate needs Collaborate with partners 77

Thank you! Your commitment is appreciated! Our community now has more trained shelter managers who will ensure that safe and client focused facilities will be there when needed. Here is our contact information: XXX@redcross.org Please don’t forget to print out your course certificate from EDGE. 4/21/17/sc 78