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

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

3. Santa Barbara
Oil Spill
Clean Up
2015

4. 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

6. 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

7. 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

9. Planning for Spontaneous Volunteers/Emergency or Disaster9

10. 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

11. 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

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

14. 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

15. 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 – $ National Average is $23.07!!!!!!!

16. 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)

17. 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?

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

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

20. 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

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

22. Establishing & Operating an VRC22

23. 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

24. 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

25. 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

26. 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

27. Roles and Responsibilities
Volunteer
Matching

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

34. 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.

35. 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

36. 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

37. 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

38. 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

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