Adhering to Principles, Serving Wholeheartedly 1 ─ Macau Red Cross

Macau Red Cross began to offer services as early as Early works: Medical services and providing cloth and food for the people needed. 2

Works after returned to China: Based on local services, actively engage in foreign humanitarian works. Current works: non-emergency medical transfer services; mobility equipment rental service; first-aid training and promotion; disaster preparedness and relief; youth and volunteer services; tracing service and promotion services etc. 3

- SERVICE SCOPE Macau Red Cross 4

Establishing Service Platform, Extending Humanism Spirit Non-emergence medical transfer Since July 2003, the Macau Red Cross has provided its day time medical transfer service for citizens who have mobility problems or have difficulties in using public transportation to and from the medical institutions. Service types: ambulance transfer, medical transfer and hospital discharge transportation. Now 8 vehicles are in service. 5 Ambulance transfer Medical transfer Hospital discharge transportation

Non-emergence medical transfer 6 Ambulance transfer—Patients who are depending on oxygen inhaling system or with mobility difficulties, and whose residence has no elevator service. Medical transfer—people are with mobility difficulties (priority given to people depending on wheelchair) Hospital discharge—Patients approved for discharging from hospital and with mobility difficulties Special transfer—Transit, residents return to Macau etc.

First Aid Training and Promotion Macau Red Cross School Founded in 1992, the School is registered at Macau Education and Youth Affairs Bureau, mainly offering first-aid courses. The School offers campus first- aid trainings and helps to establish first-aid teams in secondary schools. 7 Promotion— CPR for hundred people Student Statistics (People)

Youth and Volunteer Services Community and healthcare services: mainly engaging in community care: care for elderly, disadvantaged groups and promote health life. Target Group: chronic patients, disabled people and single parent families etc. 8 Kitchen Fun Health Promotion Creative Programme Rice Supply Care for the elderly Visiting Care for disadvantaged groups

Youth and Volunteer Services First Aid: Have offered first-aid services since the early 1980s. Officially established first-aid voluntary team in 1992, providing onsite first-aid services for various activities organized by government agencies, groups and organizations. 9

Youth and Volunteer Services Red Cross Youth Group: Key project for youth development. Goals: promoting Red Cross ideology, first-aid service, serving community, self- development, increasing friendship and broadening horizons. 10 Team TrainingEssay Competition

Disaster Preparedness and Relief Establishing disaster relief fund Build schools in Mainland China Disaster relief in Mainland China and international community 11

12 Tracing Service- Locate lost relatives due to natural disasters or wars. ** The applicant must be Macau residents. ** Their relation must be closed relatives(e.g. parents and siblings) Mobility Equipment Rental Services- Patients who are treated at the emergency rooms and certified by doctors in need of the equipment. ** Rental Locations: Hospitals ( emergency room and orthopedic centers), Red Cross Headquarters

Promotion Education 13 Promote Red Cross knowledge Explore humanitarian law

Macau Red Cross - Work Management 14

Service Management Employment Management: Training: Accepting ideologies of Red Cross Movement. Employee Regulations: rights and obligations. Teamwork training Service skills: first-aid, transfer and reception skills… Stimulus and compensation system Strengthening employee’s sense of belonging. 15 Rights and Obligations The cause of Red Cross shall be the first priority. No actions shall damage the interests of Red Cross. All employees shall fulfill the designated objectives of Macau Red Cross in accordance with the basic principles of international Red Cross Movement. Work in a courteous and loyal manner. Work hard, work on time and be enthusiastic. Faithfully, perform duties and works by following the instruction of superior. Maintain and reasonably use resources and materials of Macau Red Cross. Maintain professional confidentiality according to the constitutions of international Red Cross Movement and Macau Red Cross. Participate in employment trainings provided by Macau Red Cross. Abide by employment agreements and related obligations.

Service Management Improve regulations and formulate related guidelines according to the nature of services. Non-emergency medical transfer: 16 Goal: Focusing on serving for local residents, provide effective, safe, and comfortable medical transfer services. Personnel Technology Overall Coordination and Cooperation

Non-emergency medical transfer: - Formulate specific guidelines for employees, including transfer regulations, safety measures, vehicle and equipment cleaning and maintenance, transportation accident management, and bad weather arrangement. - Formulate user regulations (appointment and usage etc.). - Regularly contact and hold meetings with supporting organizations and partners. 17 Note 1.Users must follow our instructions while using our service. 2.Users have to fasten seatbelts while riding on the bus. 3.Users should keep the compartment clean, and smoking is strictly prohibited. Ask for sick bags if spitting or vomiting is needed. 4.Users have to stay in their while riding on the bus. 5.When there is a storm warning during the day of service, users will be informed for alternative arrangements. 6.Users should measure their body temperatures before boarding our bus. Anyone who has a temperature of 38 degrees centigrade or above should inform us immediately, so that alternative arrangement could be made. 7.For unexpected events that users need to cancel our service, they should contact us at their earliest convenience. 8.When users are told to stay in hospitals or in view of other reasons preventing them from returning home on the same day, they should inform us no later than 18:00. 9.At the end of each month, users' families should make reservations for consultation appointments for the following month. 10. Normally, users' families should receive confirmation for the transfer time one day in advance. Users should contact us one hour before consultation if they do not hear from us. 11. We will make periodic assessments on all users for continuation of our service. Users are expected to provide us with their current status when requested.

Service Management 1. Rights of Volunteers Be entitled to understand service value and effectiveness Be entitled to receive suitable work guidance, training and supervision Volunteer safety is ensured when in service Be praised for satisfied services Apply for service certificate Apply for vacation or quit services Voluntary personal information is only used for the intended purposes Attend training and communication provided by Red Cross. 18 Voluntary Management: - Formulate voluntary recruitment procedure (training stage, service stage and officially becoming volunteers) - Formulate “Volunteer Handbook” 2. Obligations of Volunteers Understand the spirits of Red Cross Movement and voluntary services Abide by seven basic principles of Red Cross Movement Properly use the logos of Red Cross Don’t discriminate against any person on the basis of nationality, ethnicity, gender and religion. Respect for individuals and their privacy. Make efforts to complete tasks and obey the arrangement. Proactively propose suggestions and improve services. Volunteers shall not abuse the voluntary status for personal gains. Volunteers shall not engage in any activities that damage the reputation of Red Cross Movement and Macau Red Cross.

19 3. Bases of Voluntary Services Abide by the missions of international Red Cross Avoid misuse of Red Cross logos Fulfill duties Ensure and improve service levels Respect individuals and their privacy Promote mutual understanding Help people in need of services based on humanism 4.Punishment and award system, service guarantee (insurance and undertaking civil obligations), service records and provide service certificate etc. In addition, training and service guidelines are provided for community volunteers, first-aid volunteers, medical service volunteers and youth groups respectively. Encourage volunteers to participate in services— realize self-fulfillment with sense of belongings.

Service Management 20 Fundraising management: Establishing disaster relief fund; Funds used exclusively for the intended purposes Keep contact with donors etc.

Service Management 21 Crisis Communication Management:Communication  Improve various measures and reduce the probability of future crises.  Raise awareness of crisis  Service promotion (appropriateness and effectiveness)  Establish report mechanism, strengthen communication with the public regarding information release, and win over understanding and support of the public. Each crisis itself includes both the origin of failure and the seed of success. If treated properly, crisis could transfer to “opportunity”.

Conclusion “Humanity” is a basis of our work. What kind of services shall we offer to extend the spirit of “humanity”? To realize organizational objectives needs the cooperation among different people and groups. Through efforts over the years, Macau Red Cross has established an image of integrity and benevolence in Macau. Reputable image is based on excellent services and management as well as wholehearted services. “Humanism” works start from “heart”. 22

Thank You!