CERT and Spontaneous VOLUNTEER MANAGEMENT TRAINING “WHEN DISASTER STRIKES. . . THEY WILL COME”

CERT in the Support Role Trained and Affiliated People Resource Knowledge of how to “fit” into ICS Leadership Recognized Prepared and Ready when asked

Santa Barbara Oil Spill Clean Up 2015

Types of Volunteers Affiliated Volunteers Volunteers who train for a specific role or function prior to a disaster Examples are Amateur Radio Operators, CERT, Fire Corps, American Red Cross Spontaneous Unaffiliated Volunteers People with no previous training come forward to help after a disaster Also known as convergent and “walk-in” volunteers 4

Volunteer Connections Volunteers Responding to Incident Spontaneous Unaffiliated from the Community Individual Members of National Service Programs Pre-Trained Affiliated CERT Amateur Radio Operators Medical Reserve Corps Organized Teams from Interactive Opportunity What other kinds of volunteer groups can you think of? 6

Volunteer Reception Center (VRC) Concept Support City/County in organizing and managing affiliated and spontaneous volunteers for special event planning and emergency incidents Serve at the request of the City/County “One stop shop” for volunteer coordination Structure and Organization required! Volunteer Reception Center

Planning for Spontaneous Volunteers/Emergency or Disaster 9

They Will Come...Lessons Learned 1989 Loma Prieta Earthquake “Agencies not well prepared or coordinated; became a public relations issue for many Spurred development of more formal volunteer systems in CA, e.g., Santa Cruz model for VRC 9/11 More than 60,000 volunteers descended on WTC Volunteer management became national security issue because WTC was a crime scene Volunteering important for psychological recovery of individuals and communities Interactive Opportunity Form small groups of 4-6 with the people around you and take a couple of minutes to discuss a disaster you experienced or observed. Were there any lessons learned about spontaneous volunteers? Then share with whole group. 10

They Will Come...Lessons Learned 2004 Florida Hurricanes More than 100,000 phone calls from volunteers After-action report emphasized extreme importance of pre-existing relationships and protocols between Volunteer Centers and local government Report stressed need for consistent unified messaging Hurricane Katrina Unprecedented need for spontaneous volunteers First time American Red Cross did a “call-out” for spontaneous volunteers (over 40,000 needed) Tremendous impact and response around the country Even 2,500 miles away, CA provided support to relief efforts and to evacuees who came here 11

More They Will Come Wildfires in LA, Orange and San Diego Counties (multiple years) Floods 2015 Santa Barbara Oil Spill / Refugio Beach

Support Players Local Government Volunteer Centers Local COAD (Collaborating Organizations Active in Disaster VOAD (Voluntary Organizations Active in Disaster) American Red Cross CaliforniaVolunteers Cal OES FEMA Give a brief overview of these key players in Los Angeles County or your local jurisdiction and the world of disaster volunteerism; adapt to your own experiences and observations 14

Standardized Emergency Management System (SEMS) California’s system for managing emergencies Provides organizational framework for Disaster Response & Recovery Local government must utilize to be eligible for grant funds and disaster reimbursement costs What is a “volunteer hour” worth in CA – 2014 $26.87- National Average is $23.07!!!!!!!

Elements of SEMS Incident Command System (ICS) Span of Control Common Terminology Management by Objective Expandable Organization Span of Control Five Function Command Structure Command/Management (Lead Decision Maker Operations (Doers - actions) Planning (Planners – incident specific planning needs) Logistics (Getters – people and supplies) Finance/Administration (Payers)

Incident Command System Incident Commander Logistics (Getters) *Support *Service Planning & Intelligence (Thinkers) *Situation Status *Future Actions *Documentation Finance & Administration (Payers) Operations (Doers) *Damage Assessment *S & R *Medical *Care & Shelter - Feeding *Safety *Communications VOLUNTEERS?

SEMS Organizational Levels Field level Local government level Operational Area level Region level State level

The Countywide Coordination Plan Allows for individual, regional and countywide activation Mutual Aid Employs standardized template, plan, forms and training

Why the Need for Volunteer Organization? Provide people an opportunity to be involved in the recovery of their own community Lead the effort in organizing people resources to where it’s most needed as quickly as possible Set up an established system to improve and enhance the need for order during a potential chaotic event or a specialized event needing organization and management of people resources 20

City/County Support Required Local Government Local expertise Site locations Staff Equipment & supplies for Center

Establishing & Operating an VRC 22

Assignments for SUV’s What Can Spontaneous Unaffiliated Volunteers (SUV) Do? Debris Removal General Clean-up Message Runners Answer Phones Office Assistance—clerical, data entry, filing Direct Client Services—food, shelter, comfort Interviewing/Customer Service Translation Services Crowd Control Interactive Opportunity What other things could spontaneous volunteers do/help with? 23

Establishing a VRC The VRC—a centralized clearinghouse that brings together community needs and people who want to help The VRC can be set up as: A walk-in center (also known as a Volunteer Reception Center) A phone bank An online process Or a combination of two or more of these strategies Through the VRC, each prospective volunteer is referred, based on their qualifications and availability, to an appropriate volunteer opportunity 24

Establishing the VRC Opening Procedures Identify facility/location Locate supply kit or collect supplies Determine staffing for VRC Plan layout and set up space Establish hours of operation Determine if security is needed Plan food/water for staff Establish communications Show Emergency Volunteer Center Supply Kit or any other supply kit you may have and refer to Kit Content list in plan Show Hangtags and Clipboard 25

Staffing the VRC City Staff and DSWVP Volunteers City Staff Required to Support Volunteer Qualification Requirements Pre-designated VRC Location(s) – primary and backups Pre-designated Manager(s) 26

Roles and Responsibilities Volunteer Matching

VRC Staffing Roles - Manager VRC Manager (1) Purpose—oversees all functions of the VRC Manage set-up, operations and demobilization Assign and supervise lead VRC staff Request staffing/other resource needs Maintain communication with City/County and EOC Closely monitor operations— anticipate and make changes as needed Handle press inquiries; coordinate with EOC’s PIO 28

VRC Staffing - Safety Safety Lead (1) and Safety Support (2-3) Purpose – provide visual presence and oversight of facility to ensure safety. Monitor site for safety, hazards, including facility and parking locations, etc. Support Reception and Main Entrance areas as needed Support set-up, signage, open and closing requirements, and communication needs Reports to VRC Manager

VRC Staffing Roles – Volunteer Opportunities Coordinator (1) and VOC Support (1-2) Purpose—to proactively identify needs for volunteers in agencies and organizations Help agencies and organizations complete Volunteer Request Form Maintain a current and accurate list of volunteer opportunities Work directly with Volunteer Match Lead to provide opportunities to match volunteer/group to request Maintain contact with agencies and organizations Act as disaster volunteer management consultant to agencies and organizations Work on recruitment for special skills as needed Make sure jurisdiction will provide appropriate training and supervision for volunteers 30

Assignments for SUV’s What Can Spontaneous Volunteers (SUV) Do? Debris Removal General Clean-up Message Runners Answer Phones Office Assistance—clerical, data entry, filing Direct Client Services—food, shelter, comfort Interviewing/Customer Service Translation Services Crowd Control Interactive Opportunity What other things could spontaneous volunteers do/help with? 31

VRC Staffing Roles – Reception Lead Reception Lead (1) and Greeters (2-4) – STATION 1 Purpose—to provide gatekeeper function Greet visitors and field inquiries. Establish a Volunteer Waiting Area near entrance Distribute Volunteer Interest Forms to arrivals Collect completed Vol. Interest Form and give to Interviewer Lead for assignment to Interviewers Be patient/use public relations skills Direct others to appropriate resources. Use the Volunteer Connection Form If visitors exhibit symptoms of stress, refer to mental health through Staff Liaison or VRC Manager Reduce stress by rotating staff frequently 32

VRC Staffing Roles- Interviewer Lead Interviewer Lead (1) and Interviewers (5-7) Station 2 Purpose—to identify capabilities and availability of potential volunteers Meet Volunteer/Group Lead in waiting area. Review completed Volunteer Interest Form Conduct brief interview (questions provided). Listen carefully and watch for “Red Flags” Assign volunteer/group to appropriate identifier (Green, Yellow or Red) and record on form Refer Volunteer to the Volunteer Matching Station 33

VRC Staffing Roles –Volunteer Match Lead Volunteer Match Lead (1) and Match Team (5-7) – STATION 3 Purpose – to match the volunteer/group to an appropriate opportunity Collaborates with Volunteer Opportunities Coordinator Volunteer is escorted to station and introduced to Match Lead. Match Coordinators will review volunteer opportunities list and make the recommendation of assignment to the volunteer/group Notify Volunteer Opportunities Coordinator when an assignment is filled If referring to government agency, send to Registrar – Station R for DSW Registration and OATH.

VRC Staffing Roles - Registrar Registrar (1) – Station R Purpose—to ensure that DSW Volunteers are properly registered Complete DSWVP Volunteer Form Swear in DSW Volunteer (must be an authorized local government employee) Make sure jurisdiction will provide appropriate training and supervision for volunteers 35

VRC Staffing Roles – Volunteer Data Coordinator Purpose—to track number of volunteers referred One person needs to be designated in charge Collect Volunteer Interest Forms from Volunteer Match Lead Create and implement manual or computerized system for entering data (see sample Form Data Collection Prepare a daily report on volunteers referred 36

VRC Staffing Roles Use support personnel in positions where needed Identify by vest, name tag, assignment Use signage but don’t forget people communicators Debrief after each shift Everyone should be part of the conversation Consider an evaluation tool or survey post event Document actions – if you didn’t write it down; it didn’t happen Use technology as available

Being Ready to Support an VRC Prepare YOUR home with emergency supplies Create and practice your family/workplace Disaster Plan Create Mini-Car/Work Survival Kit Current Identification Maintain Training Stay connected as an affiliated volunteer – we will need YOU! Emphasize that by being prepared personally and knowing the safety of your family and home, you will be able to respond in this role more effectively 38

Kelle Remmel, Remmel Consulting 2009 This training is modeled after the custom Emergency Volunteer Center (EVC) Curriculum Developed by Kelle Remmel, Remmel Consulting 2009 kelleremmel@gmail.com