“When Disaster Strikes, They Will Come.” Establishing and Operating an Emergency Volunteer Center A Training Session for Santa Barbara County —Calvary Chapel—

Planning for Spontaneous Volunteers Disasters will happen!

They Will Come.... Lessons Learned 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. 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, California provided support to relief efforts and to evacuees who came from the Gulf Coast.

Types of Volunteers Pre-trained Affiliated Volunteers Volunteers who train for a specific role or function prior to a disaster Examples are Amateur Radio Operators, Search and Rescue, CERT Spontaneous Unaffiliated Volunteers People with no previous training who come forward to help after a disaster Also known as convergent, emergent, and walk-in volunteers An Emergency Volunteer Center coordinates the flow of spontaneous volunteers

Why We Need Emergency Volunteer Centers To direct the outpouring of human resources to where it is most needed as quickly as possible. To create order out of potential chaos. To give people an opportunity to be involved in the recovery of their own community.

Key Players Santa Barbara County VOAD American Red Cross County Office of Emergency Services City Emergency Managers CERT (Community Emergency Response Teams) www.volunteersbc.org Give a brief overview of these key players in Santa Clara County and the world of disaster volunteerism; adapt to your own experiences and observations

Volunteer Response Interactive Opportunity What other kinds of volunteer groups can you think of?

Where Volunteers Fit in Incident Command System Explain where spontaneous volunteers fit into the SEMS structure Logistics is where volunteers will be coordinated in the Op Area & local government

Activation Levels Levels of Activation for EVCs Local (city) For catastrophic event For smaller local event Countywide (operational area) Multiple areas of county are affected E.g., flooding, earthquake Thresholds for each level to be determined *Regional – allows opportunity to leverage limited resources

Establishing & Operating an EVC

What Can Spontaneous Volunteers Do? Debris Removal Sand-bagging Sorting food, clothing, and other donations Answering 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?

Establishing the EVC The EVC is a centralized clearinghouse that brings together community needs and people who want to help. Through the EVC, each prospective volunteer is referred, based on his or her qualifications and availability, to an appropriate volunteer opportunity. The request to activate the EVC will come from the VOAD Liaison in the County EOC.

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

Establishing the EVC Staffing the EVC Who will staff initially? What qualifications will they need? Where will you get extra staff if needed? Identify staffing resources and pre-train staff to establish and operate EVCs. Pre-designate EVC Manager(s).

Seven Essential Staff Positions Establishing the EVC Train at least two staff members for each position to ensure continuous operations. Seven Essential Staff Positions

Establishing the EVC Manager Oversees all functions of the EVC. Manages set-up, operations, and demobilization. Assigns and supervises lead EVC staff. Rotates staff as necessary to reduce stress. Requests staffing and other needed resources from jurisdictions through VOAD Liaison. Closely monitors operations and changes them as needed. Handles press inquiries in coordination with VOAD. Manager

Volunteer Processing Receptionist Greets potential volunteers. Distributes Volunteer Intake Forms to volunteers. Answers public’s questions and reports concerns. Often serves as an informal information and referral desk.

Volunteer Intake/Referral Form Receptionist Volunteer Processing Volunteer Intake/Referral Form Volunteer Intake/Referral Form distributed by Receptionist Collects volunteer contact information. Asks availability and geographic preference. Volunteers indicate their disaster, office, people, and manual skills.

Volunteer Processing Interviewer After completing the Intake/Referral Form, the Volunteer meets with an Interviewer. Interviewer Discusses Intake/Referral Form with Volunteer, following the Interview Guide. Reviews Volunteer Opportunities Board and matches Volunteer to appropriate opportunity. If match is made: Records assignment on Intake/Referral Form. Gives yellow copy to volunteer and white copy to Data Coordinator. Gives volunteer directions to assignment and any final logistical support. If match is with a government agency, directs volunteer to Disaster Service Worker Registration Desk. Interviewer

Volunteer Processing Interviewer Discusses Intake/Referral Form with Volunteer, following the Interview Guide. Reviews Volunteer Opportunities Board and matches Volunteer to appropriate opportunity. If no match is made: Thanks Volunteer. Explains that the Volunteer will be contacted as soon as an appropriate opportunity is available. Interviewer

Volunteer Interview Guide Interviewer Volunteer Processing Volunteer Interview Guide What type of volunteer work would you like to do? What skills do you have which may be useful as a disaster volunteer? Are you under 18?  Evaluate volunteer’s suitability for work. Volunteer Interview Guide used by Receptionist

Volunteer Processing DSW Registrar If matched with government agency, the Volunteer brings his or her Intake/Referral Form to the Disaster Service Worker Registrar. Instructs volunteer to complete Disaster Service Worker Form. Reviews the DSW Form is to make sure it is accurate and complete. Ensures the Volunteer completes any additional government requirements, such as a background check. Directs Volunteer to government agent for swearing in.

Disaster Service Worker Form Registrar Volunteer Processing Disaster Service Worker Form Only distributed if filling a specific government volunteer request. Collects registration information. Agreement that assignment is strictly volunteer and not for compensation. Disaster Service Worker Form distributed by DSW Registrar

Information Processing Volunteer Opportunities Coordinator Identifies needs for volunteers from VOAD organizations and government agencies. Records requests for volunteer positions on Disaster Volunteer Request Form. Transfers request information to Volunteer Opportunities Board. Works with Interviewers to fill requests. Maintains communication with organizations regarding status of requests. Recruits for special skills as needed. Volunteer Opportunities Coordinator

Information Processing Volunteer Opportunities Coordinator Information Processing Volunteer Request Form Job Categories Animal Rescue Care & Shelter Communications CERT Finance & Admin Human Services Laborer Law Enforcement Logistics Medical & Health Safety Assessment Job Site Information Contact Information Time needed Special instructions Volunteer Request Form completed by Volunteer Opportunities Coordinator

Information Processing Volunteer Opportunities Coordinator Information Processing Volunteer Opportunities Board Volunteer Opportunities Board maintained by Volunteer Opportunities Coordinator

Information Processing Data Coordinator Collects forms from Registrar. Tracks number of volunteers referred. Enters data in EVC Volunteer Spreadsheet. Reports to Volunteer Opportunities Coordinator when a request for volunteers has been filled. Prepares a daily report on volunteer assignments. Data Coordinator

Information Processing Vol. Data Coordinator Information Processing EVC Volunteer Spreadsheet maintained by Volunteer Data Coordinator

Information Processing Communications Coordinator Sets up and manages communication systems (phone, fax, internet, ham radio, satellite phone, runners, etc.). Manages incoming and outgoing communications to and from EOC and other agencies. Establishes and manages tracking process for communications. Communications Coordinator

Overview . Manager works with staff to set up Emergency Volunteer Center and ensure operations run smoothly.

Overview . Receptionist greets volunteers and distributes Volunteer Intake Forms.

Overview . Interviewer matches volunteers to appropriate opportunity, reviews any needed directions, and gives white copies of Volunteer Intake Form to Data Coordinator.

Overview . DSW Registrar reviews volunteer’s DSW form, ensures additional government requirements are met, and refers volunteer to government agent for swearing in (for government assignments only).

Overview . Volunteer Opportunities Coordinator gathers requests for volunteers from agencies and works with Interviewers fill requests.

Overview . Data Coordinator tracks and reports all data about volunteers, requests, and assignments.

Overview . Communications Coordinator sets up communication systems and manages communications to and from EOC and other agencies.

Are You Ready for the Exercise?

Exercise Purpose: to practice setting up and managing an Emergency Volunteer Center Structure: Each person will be assigned both a staff and a volunteer role to play in the exercise. Staff/volunteer roles will switch after 25 minutes. You will be given group instructions and role assignments.

Scenario Scenario: a 7.2 magnitude earthquake has occurred on the San Andreas fault in southern Santa Barbara County. It is now 48 hours after the earthquake. The American Red Cross has opened five shelters currently housing 1450 people and is preparing to open two more. Volunteers are congregating at city halls, fire departments and the American Red Cross, asking when and how they could help. VOAD has requested activation of the EVC at Cavalry Chapel. The EVC will be open for business approximately 15 minutes from now. Ready, Set, Go!

Santa Barbara County VOAD 2707 State Street Contact Information Eric Dahl, Coordinator Santa Barbara County VOAD 2707 State Street Santa Barbara, CA 93105 edahl@VOADsbc.org 805-679-6675