The ABCs of EVCs: Planning for an Emergency Volunteer Center Supported with funds provided by the U.S. Department of Homeland Security - Grant # , CalEMA ID

Training Objectives  Identify concepts and fundamentals of disaster volunteer management  Identify key stakeholders and importance of partnerships  Understand the purpose and operation of a Emergency Volunteer Center  Provide the experience of operating an Emergency Volunteer Center

Background Why are we talking about volunteers?  Volunteers will show up to help  Volunteers can be a resource or a hindrance - Volunteers are a valuable resource when they are assigned, trained, and supervised  The value of volunteer hours may be used as an in- kind match for FEMA reimbursement  Volunteers can become future CERT members!

Defining Disaster Volunteers Types of volunteers  Pre-trained Affiliated Volunteers Volunteers who affiliate with a disaster volunteer program and train for a specific role or function prior to a disaster Examples are Search and Rescue, CERT  Spontaneous Unaffiliated Volunteers People who come forward to help after a disaster – training levels unknown Also known as convergent, emergent, and “walk-in” volunteers

State Agency Volunteer Programs Citizen Corps Programs Spontaneous Volunteers Business Volunteers CA Community Colleges Volunteer World (Citizen Corps) 5 2/15/2013

What is an EVC? An Emergency Volunteer Center is:  A Physical location  A Phone bank  A Website from which unaffiliated volunteers can be connected to volunteer positions at organizations active in the disaster response

The Emergency Volunteer Center can be setup as:  A walk-in center or physical location To handle a large outpouring of spontaneous volunteers and process them quickly EVC stays open 1-2 weeks (because it’s expensive and labor intensive)  A Virtual EVC A web-based registration process needs to be set up Volunteers are still needed to manage the EVC, but less than a walk-in  A Phone Bank Can be a stand-alone operation or operate when physical location is closed Types of Emergency Volunteer Centers

Purpose of an EVC Connect volunteers with opportunities appropriate to their skills and interests Keep unaffiliated volunteers away from the disaster site and integrate them into the larger response and recovery efforts

Why is an EVC important? Spontaneous, unaffiliated volunteers not placed with disaster organizations:  Have valuable skills that are underutilized if not matched with the best possible opportunity  Can distract first responders and pose a danger to themselves and others  May take scarce resources such as food, water and shelter from residents who have been affected

What happens at an EVC? Welcome & Registration Volunteers report to assignment or wait to be contacted for opportunity Volunteers receive info on available opportunities Interviewing Data/Agency Coordination

Myths about Disaster Volunteers Volunteers won’t have the skills we need Disaster survivors won’t be able to volunteer Volunteers can’t deal with confidentiality You can’t “fire” volunteers Anyone can manage volunteers Volunteers will be upset if there are no opportunities for them

What can Spontaneous Volunteers do to help?  Debris Removal  General Clean-up  Message Runners  Answer Phones  Crowd Control  Translation Services  Counseling Services  Office Assistance—clerical, data entry, filing  Direct Client Services—food, shelter, comfort  Interviewing/Customer Service  Sort clothing and furniture donations  Take care of displaced animals  Sandbagging  Help Staff the EVC!!

Basics of Spontaneous Volunteer Management Plan and prepare Recruit and receive Interview and place Supervise Recognize Record-Keeping

Plan & Prepare What will you need to operate an EVC? Identify tasks the volunteer can do Who will staff the EVC? Review forms and procedures – adapt where needed. PRACTICE

Recruit and Receive They will show up Where to find volunteers? How to recruit for special skills?

Interview and Place Finding the job that is the best fit There may well be more volunteers than opportunities Agency where volunteer is placed is responsible for screening/checking licenses, etc.

Supervise Volunteers must know who is supervising them Track volunteer hours One supervisor to 3 to 7 volunteers

Supervise Traits of a good supervisor  Clear instructions  Lavish praise, when earned  Correct errors immediately  Help volunteers feel valued  Watch for burnout  Keep your sense of humor  Listen

Recognition Formal vs informal How to show appreciation A sincere “thank you” from supervisor is often cited as the most meaningful type of recognition

Record-keeping  What to track # of volunteers # of groups # of volunteer opportunities filled # of agencies and organizations referred to Unmet needs  Compile daily and weekly report  Send reports via fax or to your EOC contact

Volunteer numbers help paint the picture of services being provided – also resources needed. Reports indicate the value and importance of volunteer efforts - can be used for FEMA match. Reports help generate support for the work we all do. Importance of Data Collection

Social Media & Messaging Real time information – in and out The value of texting Can you staff the function? Do you have a plan? Connected spontaneous volunteers with spontaneous opportunities after Sandy

What IS the Message? Coordinate all messaging with your Emergency Operations Center

DO NOT SELF DEPLOY! Want to Volunteer? Safety First! Because of the dangerous conditions in the area impacted by the disaster, please do not self-deploy. You may be risking your life as well as the lives of others. To find out how you can help, please register with (insert the name of your volunteer center) by clicking here (create a link) or visit Agencies – Register your Disaster Response and Recovery Volunteer Opportunities here (create a link) Current Disaster Information here (create a link to Cal EMA or your County OES) Sample Message

More on Messaging If you have a web page, build a flash page Set up and practice communications with your EOC:  Who will your contact be?  How will you communicate if there is no power?

Language of Disaster Why do we need to learn the language of disaster?  Establish credibility and common language with first responders  Important to learn and practice ahead of time, not during the extremely stressful time of disaster

Four Phases of Disaster Activities that prevent, eliminate or reduce the effects of a disaster Disaster Activities to provide emergency assistance to victims of the event and reduce the likelihood of secondary damage Restores vital life support systems and returns area to normal or near-normal conditions Planning how to respond to a disaster and increasing resources available to respond effectively

Managing Disasters SEMS  Standardized Emergency Management System  California’s system for managing emergencies at all levels, ensures consistency NIMS  National Incident Management System  A consistent nationwide approach for all levels of government to work effectively and efficiently together to prepare for and respond to domestic incidents  Based on SEMS – some differences in terminology, resource management Incident Command System (ICS)  Common to both SEMS and NIMS

Incident Command Chart Operations

Where does Volunteer Management Fit? OperationsPlanningLogisticsFinance/AdmOperationsLogisticsOperationsFinance/Adm Volunteers Operations 

Key Steps to Building Partnerships  Identify stakeholders  Bring key players to the table—include local government and American Red Cross  Assess existing resources—are any players missing?  Build mutual understanding of what each partner brings to the table—what they can do and what their limitations are

Key Steps to Building Partnerships  Determine who is responsible for various functions  Define each partner’s role and responsibilities  Develop a plan that is simple and easy to use by multiple organizations  Develop agreements as needed  Inform and educate local government, first responders and other stakeholders about the plan

Who are our potential partners and stakeholders?

EVC Activation The Decision to Activate Based upon a request of authorized partner agency, emergency managed personnel or your sponsor Self Activation? Not a good idea.

Immediate Actions Determine what immediate actions need to be taken to begin the EVC Activation process:  Identify EVC facility & location  Identify / Contact Personnel  Establish communications methods  Contact critical partners – government & nonprofit  Gather required logistics for EVC operation  Gather Standard Operating Procedures EVC Activation

The “Web-based” EVC  Used for messaging if “Walk-in” EVC is in operation  Once EVC is closed, we move to a “web-based” EVC  Web-based EVC can be updated from anywhere  Less labor intensive – more technical skills needed  Finding and posting volunteer needs is critical!

Web-based EVC Duties and Positions  Manager  In charge of web-based EVC operations  Volunteer Needs  Intakes and updates volunteer needs over phone/ and posts on website.  Trains agencies on how to post their volunteer needs  In contact with Volunteer Liaison at EOC if needed  Phone Bank  Takes calls from the public about disaster volunteer needs  EVC Staff Training  Trains volunteers on Hand On Connect technology— posting and updating volunteer needs

Facility & Location  Facility Use Agreement  Indoor / Outdoor  Line Area / Waiting Area  Parking  Bathrooms  Power / IT Connection  Safety, First Aid, OSHA compliance EVC Activation

Sample Floor Plans

EVC Activation - Personnel Appreciation of volunteers as a valuable human resource Ability to provide excellent customer service under severe time constraints Ability to capture and record data quickly and accurately Sensitivity and tact in communicating with individuals from differing cultures and backgrounds

EVC Activation

EVC Set-Up Communications Technology Establishes forms of communication for the EVC and maintains capacity Set-up communications equipment to facilitate EVC operations: Phone, Fax, Internet, Ham Radio, Runners, etc. Work with City / County EOC to establish a dependable communication method. Establish secondary and tertiary communications methods, if possible. Consider additional equipment or resources that could enhance communications capabilities (Request from Logistics)

Risk Management Basic Types of volunteer risk:  Accident and injury  Harm to other people or property Managing risk  Identify sources of risk  Focus on safety – develop procedures, promote safety  Good Samaritan law  Look at insurance – liability, volunteer insurance

Risk Management Mental health concerns  Disaster work is stressful  Mitigate stress in a variety of ways Enforce staff breaks Create debriefing opportunities Provide access to professional mental health resources

Emergency Volunteer Corps Pre-trained volunteers (like you) to help manage the outpouring of spontaneous unaffiliated volunteers in disasters. The Emergency Volunteer Corps: Staffs Emergency Volunteer Center Participates in local disaster drills and exercises Helps with local emergency response efforts

EVC Staff Roles  Receptionist  Interviewer  Runner  Volunteer Opportunities Coordinator  Volunteer Data Coordinator  EVC Manager

Receptionist’s Role  Staffs Reception Station  Provides gatekeeper function  Greets visitors and fields inquiries  Gives volunteer intake forms to volunteers  Directs others to appropriate location  Needs patience/public relations skills  For visitors under extreme stress, refer to mental health  If station is very busy, needs to be rotated in and out frequently

Interviewer’s Role  Staffs Interview Station  Matches volunteer with agency request  Checks for completed Intake Form  Conducts brief interview  Watches for “red flags”  Refers volunteer to appropriate volunteer position and records on form  Gives volunteer pertinent information about volunteer position

EVC Key Procedures Interviewing  Review volunteer’s Intake & Referral Form for completeness  Suggest a referral based on volunteer’s skills and availability  Confirm that volunteer accepts the referral and notes on Intake Form  Provides volunteer with pertinent information about the referral

Runner’s Role Carry information from one section of an EVC to another If other communications systems are not working, runners may be asked to transport messages from EVC to emergency responders, businesses, other organizations, etc.

Volunteer Opportunities Coordinator’s Role  Staffs Volunteer Opportunities Desk  Identifies needs for volunteers in agencies and organizations  Proactively identifies needs—time is of the essence  Helps agencies and organizations complete the Agency Request Form  Maintains contact with agencies and organizations  Informs Interviewers when a request has been filled

Volunteer Data Coordinator’s Role  Staffs Volunteer Data Desk  Tracks numbers of volunteers referred  Collects completed forms from Interviewers  Creates and implements manual or computerized system for entering data  Reports to Volunteer Opportunities Desk when a request for volunteers has been filled  Prepares a daily report on volunteers referred

EVC Manager’s Role  Oversees all functions of the EVC  Manages set-up, operations and demobilization  Assigns, schedules and supervises lead EVC staff  Maintains close communications with local emergency operations center  Closely monitors operations—changes as needed  Handles press inquiries, in coordination with County  May need to act as disaster volunteer management consultant  May need an assistant

EVC Key Procedures After Action Reports  Use to capture “lessons learned”  Keep notes during activation (use log) What you did Why you did it What happened as a result  Keep volunteer statistics  Conduct “hot wash” with your volunteers as part of demobilization  Write it up and distribute to your constituents  Update your plan, procedures as needed

Exercise Scenario  It is 24 hours after a major earthquake has occurred. Because of the disaster, roads and bridges between your community and the main County offices have been badly damaged, isolating your community.  Electricity, water and telephone service are sporadic; a number of cell phone towers have been knocked down. Many of the town’s residences have been damaged.  The Red Cross is planning to open a shelter.  You have been asked by some of the leaders in your community who know you had received some training to open an Emergency Volunteer Center.

Exercise Scenario  What are some of the immediate needs?  What are the resources?  Who would be on your list to contact?

Your Mission  Setup and operate an EVC

EVC Layout Things To Keep in Mind  Where will the SUVs line up for EVC Reception? Is there enough space?  Where will the SUV’s fill out the Volunteer Intake Form? Where will they be directed to take the form once it is filled out?  How will you determine the order of the interviews?  Is the waiting area large enough to accommodate a large number of people comfortably?  Is there a clear entrance and exit for volunteers?

EVC Layout Things To Keep in Mind  Is there enough space in the walkways for volunteers + EVC staff to be walking around?  Are the restrooms in a safe & private area?  Is the EVC accessible to people with disabilities?  Is signage clearly visible? Is there any signage that is potentially confusing as far as what it says and/or where it is placed? Are more signs needed?

EVC Layout Things To Keep in Mind  Does the EVC Manager have a clear view of the EVC operation?  Is there separation between the ‘public’ areas and sensitive EVC staff areas (such as Volunteer Requests, Data Coordination, etc.)  Is the Data Coordination area in an area where privacy of records can be guaranteed? Is there sufficient room to sort and file?

Exercise De-Brief What went well? What would you change next time? Feedback on process?

Resources and Tools Where to go for more information: State and Federal Agencies CaliforniaVolunteers Volunteer Los Angeles Your local Volunteer Center

Thank You! Please fill out your evaluation. Presenter Information:  Gilbert Gonzales, Volunteer Los Angeles  Cheryl Nagy, San Bernardino County Fire OES  Phyllis Onstad, CaliforniaVolunteers