Disaster Volunteer Management & Volunteer Reception Centers

Definitions Volunteer: willingly provides services without receiving financial compensation Affiliated Volunteer: affiliated with government agency or NGO and who has been trained for a specific role or function in disaster relief or response during the preparedness phase; typically used first in disaster Spontaneous Volunteer: comes forward (at times without being requested) following a disaster to assist a governmental agency or NGO with disaster related activities during the response or recovery phase, not initially affiliated with a response or relief agency, also called convergent or unaffiliated volunteers

Currently Many jurisdictions across the state have started to plan for disaster volunteers Volunteer Centers are working in cooperation with local government to identify an appropriate role to play in managing disaster volunteers

Objectives of Disaster Volunteer Management Before a Disaster: Encourage non-profit and governmental agencies to effectively involve volunteers in the four phases of disaster (mitigation, preparation, response & recovery) Encourage community members to become affiliated volunteers with existing disaster preparedness, response and recovery agencies (allows for training, best use of skills, credentialing as needed, etc.)

Objectives of Disaster Volunteer Management Before a Disaster (continued): Plan and prepare for spontaneous volunteer management Train agencies unable to host affiliated volunteers how to access and manage spontaneous volunteers following an event

Objectives of Disaster Volunteer Management After a Disaster Assist the local lead agency with the coordination and management of spontaneous volunteers in order to effectively complement response and recovery efforts

Spontaneous Volunteer Management Included in the National Response Framework Identified as a critical aspect of disaster preparedness, response, and recovery by FEMA, National VOAD and the Points of Light Foundation MUST be addressed prior to a disaster to maximize effectiveness The role of the Volunteer Center in local preparedness and response initiatives

Volunteers May be Called Upon to. . .

What is a VRC? Serves as a point of mobilization, registration and referral for spontaneous, unaffiliated volunteers who emerge in response to a disaster or incident

Why are VRCs necessary? Help potential volunteers respond more effectively to critical needs of the community (as determined by coordinating agencies) Make the best possible use of spontaneous volunteers Serve as a buffer between first responders and well-intentioned, unaffiliated volunteers Many agencies are not able/willing to create and maintain relationships with affiliated disaster volunteers specific to disaster After the attacks on the World Trade Center and the Pentagon in 2001, more than 4,000 spontaneous, unaffiliated well-intentioned citizens appeared in Manhattan alone to assist with response and recovery efforts. Their uncoordinated efforts, in some cases, hindered rather than helped relief efforts. Volunteers with little or direction became frustrated, adding to the confusion and delaying rescue efforts.

Why are VRCs necessary? continued Complement rather than complicate efforts of first responders (including those in disaster response organizations tasked with functions apart from spontaneous volunteer management) Ensure that urgent community needs are addressed in a timely manner Lay the foundation to rebuild community

Where will VRCs be located? Communities should identify several sites in the community as potential locations. Libraries, senior centers, faith communities may be considered. Locations will be determined after the event based upon the situation and need.

When are VRCs activated? Volunteer Reception Centers DO NOT self deploy. Normally, a request comes into the VEOC for assistance with handling the volunteer surge. Localities can also have a prearranged agreement with their local volunteer center or other agency. Volunteer Mobilization Centers will open only at the request of Citizen Services. Volunteer Mobilization Centers will require time to set-up operations. A VMC requires a minimum of 3 staff members to open. Staff could be as large as 15-20 per shift.

Who staffs VRCs? Members of the Volunteer Center Staff Volunteer Coordinators from local non-profit and governmental agencies Community Members trained in the process, procedures and paperwork of registering and referring spontaneous, unaffiliated volunteers Select SUVs who appear at VRCs

VRC Sample Floor Plan Referral Confirm. Safety Volunteer Opportunities Interview Identific. Greeter Exit Entrance

Registering Spontaneous, Unaffiliated Volunteers Step 1 Upon Arrival

Upon Arrival Incoming Volunteers will: Be met by a Greeter Sign-in on the Volunteer Tracking Sheet Receive:  Volunteer Instructions  Volunteer Intake Form Be asked to review the list of volunteer opportunities available All incoming volunteers should be told that photo identification is required for registration! Photo identification is used only to verify that the person registering to volunteer is who they say they are. In the event of a disaster within a disaster, knowing who was assigned to a particular area could be critical. Encourage waiting volunteers to select several areas in which to volunteer. Depending upon the situation, certain positions may fill quickly.

Step 2 Determining Referral The Interview Step 2 Determining Referral

The Interview Each incoming volunteer will be seen by an Interviewer who will review the Intake Form for completeness. The Interviewer will confirm if the volunteer can meet an immediate need or would prefer to wait. It is imperative that the Liability Statement be signed. If it is NOT signed, volunteer will be excused. AND the Optional Authorization for the release of name and contact information in the event it is required for reimbursement of funds. This is especially important for Declared Disasters. The Interviewer should verify the photo ID with signature, if possible.

The Interview If volunteer prefers to wait, confirm methods of contact. Registered volunteers can choose to wait at VRC IF appropriate or wait elsewhere. Intake Form is held at VRC. If volunteer elects to provide a service, the Interviewer will complete a Referral Form. The Referral Form contains site contact information and service(s) requested. Not all incoming volunteers will want to or be able to meet immediate community needs. Immediate needs will generally be filled first. Depending upon the disaster there may be a lag time in the registration of agency needs. Agencies might not be ready to accept assistance at time of intake. Be sensitive to which communication methods are working or may experience interruption. Inform volunteer that communications could hamper future contact and that they might wish to communicate with the Center at a later time. Intake interviews should last between 3-5 minutes. Perfect matches are not the goal at this point in time. Volunteers will need to be told to be patient if THEIR immediate need to serve can’t be met immediately. Volunteers need to be reminded that their efforts are best used if they are coordinated and appropriately directed. The Volunteer Center values the services volunteers provide and it is IMPORTANT that volunteers are most effective when they are managed accordingly.

Agency Referral Confirmation Step 3 Confirming Agency Need & Contact Information

Agency Referral Confirmation The Referral Form is reviewed for completeness. Site Directions are verified. Volunteer’s Name is documented on an Agency Tracking Form. Filled & Incoming requests are relayed to the volunteer opportunity board. The Data/Agency Coordinator will regularly, if possible, contact agencies to get updated needs. A copy of the volunteer’s referral form will be kept with the Agency’s request. Suggested that Agencies be kept alphabetically, while Referrals in numerical order. Volunteers need to be informed that Agency needs may change before they arrive. Each agency, like each volunteer has the right to decline service.

Step 4 General Safety Orientation Safety Briefing Step 4 General Safety Orientation

Safety Briefing A general orientation to the situation with basic safety instructions will be presented. Confidentiality is critical. Following directions is a must. Additional training may be available at site. Provided orally and in written form Volunteer sign-in to document attendance. Each disaster will have its own set of instructions. Some agencies may wish to provide a Safety Trainer of their own at the VMC – Health Department. Each time the training is modified or updated, documentation is required. Each volunteer will be required to sign an attendance sheet.

Volunteer Identification Step 5 Verification of Identity

Volunteer Identification The volunteer’s Referral Form and form of identification will be compared and documented. A Volunteer Center wristband will be attached to the volunteer, its number recorded next to the volunteer’s name. Only those volunteers who have completed the registration process and have a completed referral form will be allowed to serve at the disaster site unless other instructions have been provided by the Incident Commander. Referred volunteers, once accepted by an agency or organization fall under that agency’s guidelines. Volunteers may be required to complete additional paperwork. The Volunteer Center Serving Howard County DOES NOT have the capacity to verify professional credentials. Medical personnel will be asked to contact the Medical Reserve Corps or the Health Department directly. Equipment operators may be referred to the Police Department, Fire & Rescue Services or Public Works. In order to save valuable time and resources pre-affiliation is being stressed with community members with specialized skills. The wristband will only be valid on the day(s) indicated.

VRC Support Staff *May vary from jurisdiction to jurisdiction VRC Media Coordinator Responds to ALL media requests Logistics Coordinates setup and supplies Security Ensures safety measures are implemented and followed Data Entry Staff Accurately records all VRC information into a database Communication Staff Phone Bank Agency Liaison Collects and delivers accurate information to callers or e-mailers Runners Carry information from station-to-station as needed.

VRC Management VRC Director VRC Manager/s

VRC Director Serves as Incident Commander for VRCs Maintains direct communications with local EOC Requests support services from locality Locates VRC Manager Assists with location’s logistics Determines VRC hours of operation (in conjunction with EOC)

VRC Manager/s Serves as VRC Operations Manager Oversees the smooth operation of an individual VRC Maintains regular communications with VRC Director Provide VRC staff with regular updates Establish shift & rotation schedules Determines a plan for closing VRC (in conjunction with local EOC)

VRC Training Manual Developed to allow VRC staff to train spontaneous volunteers to assist as needed Contains general information, forms, and resources Presents information in context so volunteers gain an overview of the process in addition to position specific information Agencies may wish to use it to develop their own volunteer training manual for use in disaster (overview available upon request)

Agencies How to access volunteers through a VRC Agency must be registered with Volunteer Reception Center Complete and submit Disaster Volunteer Request Forms Submit new/updated requests as needed (Procedure determined by event: may be via online submission, phone, fax, or physically going to a VRC to report needs) Point of Contact: Communication Staff, Agency Liaison

Volunteer Management – the basics The non-profit/governmental agency requesting volunteers is responsible for volunteers’ compliance with any and all agency regulations and/or requirements Plan for disaster volunteers – create forms, checklists, and procedures in advance (intake form, liability form, safety training, volunteer log, position descriptions, written policies and procedures, etc.) Designate individual to supervise volunteers Determine process by which volunteers will be selected (Please note: agencies may decline volunteers and volunteers may decline agency referral. The VRC is not responsible for a complete screening volunteers.) Track hours for potential reimbursement from state or FEMA

Volunteer Management – the basics continued Volunteer Management – the basics Volunteer training & supervision Volunteer dismissal – always an option, easier to manage with written position description, policies and procedures Volunteer recognition

Lessons Learned Planning for disaster volunteers is essential Liability and risk management needs to be addressed early Communities outside of the affected area may play a role in disaster volunteer management Providing direct or indirect service upon request and/or Helping to educate the public regarding effective volunteer and donations protocol

Lessons Learned con’d Common Messaging is CRITICAL Value of tracking volunteer hours for potential use as matching for federal and state reimbursements Models for disaster volunteer management will vary from place to place and will look different in a pandemic situation

Final Thoughts & Questions