1. Lamorinda CERT Program Volunteer Intake Center Released: 11 May 2015

2. Visual 1.1 Visual VIC.1 Community Emergency Response Team  Personal safety is ALWAYS the number one priority  Work as a team  Wear personal protective equipment…gloves, helmet, goggles, N95 mask and boots  The CERT goal is to do the Greatest Good for the Greatest Number  Hope for the best but plan for the worst

3. Visual 1.2 Visual VIC.2 Volunteer Intake Center  When, what, where, how, who  When – any disaster happens and volunteers are needed  What – open a Volunteer Intake Center (VIC)  Where – in the city of greatest need  How – transport the trailer to a site and set it up  Who – trained CERT volunteers

4. Visual 1.3 Visual VIC.3 Volunteer Intake Center

5. Visual 1.4 Visual VIC.4 Volunteer Intake Center

6. Visual 1.5 Visual VIC.5 Volunteer Intake Center

7. Visual 1.6 Visual VIC.6 Volunteer Intake Center - When  When a disaster strikes, the local municipal workforce will probably be overwhelmed.  Law enforcement, Fire and Public Works have staff for normal activities but will be challenged by the needs created by a disaster.  The municipal government will open their Emergency Operations Center.  The EOC may direct Lamorinda CERT to open the Volunteer Intake Center in accordance with their Emergency Operations Plan, Annex EF-17.

8. Visual 1.7 Visual VIC.7 Volunteer Intake Center - What  Lamorinda CERT maintains a mobile Volunteer Intake Center in the form of a large cargo trailer.  The trailer is outfitted with the necessary equipment to function at any location.  Power – generator, landline power, batteries  Data – database on server, input computers, printers, network  Communications – cell, GMRS, Public Works and HAM radios  Background checks – equipment provided by police

9. Visual 1.8 Visual VIC.8 Volunteer Intake Center - Where  The VIC should be sited in the municipality with the greatest need within Lamorinda.  The VIC should be close enough to the EOC to allow easy communications with runners and simplex radio using low power such as GMRS.  The VIC should be near but not adjacent to a disaster recovery site.  The VIC should be at a site with adequate access, parking and holding / staging areas for volunteers.

10. Visual 1.9 Visual VIC.9 Volunteer Intake Center - How  Moraga-Orinda Fire District stores the trailer and will provide a truck to tow the trailer.  An MOFD registered driver will tow the trailer to the designated site.  When the trailer is sited, the levelling jacks will be deployed as well as the door step.  Power will be accessed and the generator sited.  The radio antennas will be configured.  A parking space within 20 feet of the trailer is required for the police vehicle.

11. Visual 1.10 Visual VIC.10 Volunteer Intake Center - Who  When the Volunteer Intake Center opens, specially trained CERT volunteers will staff the VIC.  Staffing will be according to the Volunteer Intake Center Handbook.  Some VIC positions can be staffed by Just-In-Time trained volunteers.

12. Visual 1.11 Visual VIC.11 Volunteer Intake Center - Who  VIC Manager  Secure staffing and equipment.  Contact local police department to acquire scanner or other background check system with corresponding personnel, software and squad car to provide connectivity.  Establish and communicate job assignments.  Handle personnel issues.  Act as liaison with EOC, Ops, Logs & JIC.  Oversee Coordinators & Background Checker.  Arrange for volunteer appreciation.

13. Visual 1.12 Visual VIC.12 Volunteer Intake Center - Who  VIC Requests Coordinator  Establish links with recipient agencies to determine needs for volunteers.  Receive requests & using software, develop lists of needs.  Coordinate with Placement Coordinator to fill requests.  Inform VIC Manager when advertising for specific volunteer skills is needed.

14. Visual 1.13 Visual VIC.13 Volunteer Intake Center - Who  VIC Background Checker  A member of the local police department will be assigned as a VIC liaison.  Test and maintain background check system.  Receive volunteer and collect Volunteer Intake Form.  Run background check on each volunteer.  A CERT member can perform checks if the police liaison is occupied or not available.

15. Visual 1.14 Visual VIC.14 Volunteer Intake Center - Who  VIC Screening Coordinator  Determine number of greeters, interviewers and call takers needed, assign, orient and supervise.  Assure that volunteers and calls are screened consistently and intake form is completed accurately.  Assure that data is entered accurately & consistently, using intake form and computer software.  Provide training as needed.

16. Visual 1.15 Visual VIC.15 Volunteer Intake Center - Who  VIC Screening Staff  Receive volunteer and Volunteer Intake Form from Background Checker.  Interview volunteer to assure completeness of Volunteer Intake Form.  Evaluate volunteer’s physical and psychological suitability for working in a disaster arena.  Enter data from Volunteer Intake Form into database.

17. Visual 1.16 Visual VIC.16 Volunteer Intake Center - Who  DSW Swearing-In Agent  An agent of the local municipality with the ability to administer the oath of allegiance to Disaster Service Workers shall be available at all times that the VIC is operational.

18. Visual 1.17 Visual VIC.17 Volunteer Intake Center - Who  VIC Placement Coordinator and staff  Coordinate with Requests Coordinator in the filling of requests.  Review volunteer’s skillset from database.  Match volunteer to open requests, if any.  Send volunteer to site listed on Volunteer Request Form.  Advise requester that volunteer is assigned and when volunteer should arrive.

19. Visual 1.18 Visual VIC.18 Volunteer Intake Center - Who  VIC Placement Coordinator and staff (con’t)  If no open request matches skillset, advise volunteer that their information will be held for the duration of the disaster and they will be contacted when a request matches their skills.  Update the database as necessary, both the volunteer screen and the request screen.

20. Visual 1.19 Visual VIC.19 Volunteer Intake Center - Who  VIC Data Input Coordinator and staff  Transfer any information that is still only on paper forms into the database.  Photograph the volunteer.  Create an ID badge for the volunteer.  Provide volunteer with a Safety Briefing Handout and have volunteer sign Daily Volunteer Log.

21. Visual 1.20 Visual VIC.20 Volunteer Intake Center - Who  When a disaster strikes, volunteers turn out to help.  These may be CERT trained volunteers or spontaneous volunteers without any training.  They may be highly skilled or simply laborers.  They may be individuals or members of a group.  They may be local or from far away.  They may be altruistic or have ulterior motives.

22. Visual 1.21 Visual VIC.21 Intake Process  Greeting  Intake Form  Background Check  Interview  Job Matching  DSW Swearing In  Credentialing  Safety Briefing  Placement

23. Visual 1.22 Visual VIC.22 Intake Process Step 1 - Greeting  Greeters  Welcome the volunteers.  Check ID to make sure they are 18 or older.  Explain the process, include background checks.  Pass out Intake Forms on clipboards with pens.  Check completed Intake Forms for training. Licensed professionals go in first –Doctors, Nurses, Engineers, etc. CERT, MRC, SAR trained go in next Everyone else after

24. Visual 1.23 Visual VIC.23 Intake Process Step 1 - Greeting  Some questions that the Greeters will need to answer frequently:  How can I help?  Do you need blood?  How can I donate financially?  Where can I find shelter?  Do they take animals?  Do you take donations of used clothing?  Do you take donations of food?  How can I find my missing relative or friend?

25. Visual 1.24 Visual VIC.24 Intake Process – Intake Form

26. Visual 1.25 Visual VIC.25 Intake Process – Intake Form

27. Visual 1.26 Visual VIC.26 Intake Process – Intake Form

28. Visual 1.27 Visual VIC.27 Intake Process – Intake Form

29. Visual 1.28 Visual VIC.28 Intake Process – Intake Form

30. Visual 1.29 Visual VIC.29 Intake Process – Intake Form

31. Visual 1.30 Visual VIC.30 Intake Process – Intake Form

32. Visual 1.31 Visual VIC.31 Intake Process – Intake Form

33. Visual 1.32 Visual VIC.32 Intake Process – Intake Form

34. Visual 1.33 Visual VIC.33 Intake Process – Intake Form

35. Visual 1.34 Visual VIC.34 Step 2 – Background Check  Background Check  By running a fingerprint check through the Contra Costa County Sheriff’s Office, people with criminal backgrounds will be identified and those with offences against children will be prevented from volunteering.  ID badges will indicate when No Background Check was performed with NBC printed on the badge.

36. Visual 1.35 Visual VIC.35 Step 2 – Background Check  The fingerprint scanner sends an image over a cellphone connection to a county database. It takes about 15-45 seconds.

37. Visual 1.36 Visual VIC.36 Step 3 – Interview  VIC Screening Staff  Your job is to do a quick interview of the prospective volunteer.  This is a good way to verify information from the applications and get a sense of the person.  Interviews should be conducted to help match volunteers with appropriate volunteer organizations or opportunities.

38. Visual 1.37 Visual VIC.37 Step 3 – Interview  The interview will explore the volunteer’s motivation for volunteering, skills, interests, hobbies, training, availability, work preferences, limitations, background (e.g., criminal history), and other information.  When a new volunteer approaches, ask for his/her intake form. With the volunteer, verify its completeness and accuracy, and use it as a guide from which to inquire more about the volunteer and their skills.

39. Visual 1.38 Visual VIC.38 Step 3 – Interview  Possible questions interviewers might ask include:  Why have you decided to volunteer?  Were you affected by the disaster?  What skills do you have which may be useful as a disaster volunteer? (review on the Intake Form)  Are you prepared to work in a possibly stressful, unfamiliar situation?  Do you speak any language other than English? (review on the Intake Form)

40. Visual 1.39 Visual VIC.39 Step 3 – Interview  Possible questions interviewers might ask include:  What type of volunteer work would you like to do? What are you willing to do?  Have you ever volunteered in a disaster situation before?  Do you prefer to work alone, with a partner, or in a group?  Do you have your own transportation?  What is your availability? (review on the Intake Form)

41. Visual 1.40 Visual VIC.40 Step 3 – Interview  Possible questions interviewers might ask include:  Do you have any questions about volunteering?  Do you have any limitations, physical or other that limit the type of volunteer work that you can safely perform? (review on the Intake Form)

42. Visual 1.41 Visual VIC.41 Step 3 – Interview  Proper Attire and Identification When Performing Your Work Assignment  Wear your name badge.  Clothes should be appropriate to your work assignment, and always neat.  Appropriate footwear should be worn, especially when working in the field.

43. Visual 1.42 Visual VIC.42 Step 3 - Interview Stress and Volunteers It is likely that some volunteers will exhibit the stress of the disaster – they may be victims themselves. An extra measure of patience and understanding is needed.  The work volunteers will be doing may cause stress, anxiety, fear or other strong emotions.  They are providing a valuable service by volunteering.

44. Visual 1.43 Visual VIC.43 Step 3 - Interview  Help them to understand that they will not be able to undo the effects of this event. They are each just one person. All anyone can do is help in their own small way to assist victims in the recovery process.  If they care for one lost animal, find one child’s lost favorite toy, or hold the hand of one wheelchair bound senior in a shelter, they will have eased a little of the pain.

45. Visual 1.44 Visual VIC.44 Step 4 – Job Matching  Job Matching  After the interview process, the computer system will identify probable matches between volunteers and job requests.  The Placement staff will determine the best fit and will make the placement.

46. Visual 1.45 Visual VIC.45 Step 5 – DSW Swearing In  DSW Swearing In  Only a person designated by a City / Town Clerk can swear in Disaster Service Workers (DSW).  Volunteers can only work in cities / towns where they are sworn in as a DSW.

47. Visual 1.46 Visual VIC.46 Step 6 – Credentialing  Credentialing is done by Data Entry staff.  Verify that all data has been entered into the computer system.  A photograph will be taken and loaded into the computer system.  Provide the volunteer with a Safety Briefing Handout.  Print and laminate an ID Badge.  The ID Badge is only valid for the current assignment.

48. Visual 1.47 Visual VIC.47 Step 6 – Credentialing

49. Visual 1.48 Visual VIC.48 Step 7 – Placement  Placement begins with the direction of the volunteer to the job site.  The volunteer is responsible for their own transportation.  An email will be sent to the Requesting Agency Contact confirming the placement of the volunteer to the job request.

50. Visual 1.49 Visual VIC.49 Tracking Volunteers – Daily Log Log of volunteers processed at VIC.

51. Visual 1.50 Visual VIC.50 Job Request Process  Requests will come from agencies that need volunteers. These requests can come via runner, cell or radio. They may come directly from the agency or they may come through the EOC.  When a request arrives, it will be entered into the computer system as soon as possible.  A confirmation email will be sent to the requesting agency when the request is in the system. This may be automated.

52. Visual 1.51 Visual VIC.51 Job Request Process – Request Form

53. Visual 1.52 Visual VIC.52 Job Request Process – Request Form

54. Visual 1.53 Visual VIC.53 Job Request Process – Request Form

55. Visual 1.54 Visual VIC.54 Job Request Process – Request Form

56. Visual 1.55 Visual VIC.55 Job Request Process – Request Form

57. Visual 1.56 Visual VIC.56 Tracking Volunteers – Daily Timesheet Timesheet filled out at the worksite. Submitted weekly.

58. Visual 1.57 Visual VIC.57 Information Security The Volunteer Intake Center staff deals with sensitive, confidential client information. All interactions with clients are held in the strictest of confidence. Volunteers must follow established security policies and procedures to protect unauthorized modifications, destruction or disclosures.

59. Visual 1.58 Visual VIC.58 Volunteer Intake Center