1. This course was prepared under a grant from FEMA's Grant Programs Directorate, U.S. Department of Homeland Security. Points of view or opinions expressed in this document are those of the authors and do not necessarily represent the official position or policies of FEMA's Grant Programs Directorate or the U.S. Department of Homeland Security.

2. Course Purpose To prepare you to perform the roles, responsibilities and tasks of being a shelter manager in a Red Cross Shelter. 22

3. Course Objectives Roles and responsibilities Shelter space and supplies Manage shelter staff Collect and report information Communicate effectively Accommodate needs Collaborate with partners 33

4. Sheltering Handbook 4 Pay special attention to Requirements. –Mandated by Red Cross policy –Based on principles and values –Vital to keeping commitments to five constituent groups: Clients, Donors, Workers, Partners, Public 4

5. Introductions and Learning Goals If you could learn only three things in this course, what would they be? 5 Write three things on blank piece of paper. Take 2 minutes. Give your paper to the person on your right. Review your colleague’s responses. −If we could cover only one of those items, which would you choose? −Place a check beside the one you would choose.

6. Introductions and Learning Goals (cont.) 6 Pass the list to your right and choose one item. (You can check a previously checked item.) Pass the list to your right and choose one item. (last time) Retrieve your list and review the check marks. Introduce yourself: What is your name? Where are you from? Have you worked in a shelter? What is the highest priority on your list?

7. Sheltering Cycle 7 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

8. Reporting Structure 8 Relief Operation Director Assistant Director, Direct Services Client Services Chief Disaster Mental Health Chief Health Services Chief Mass Care Chief Sheltering Manager Shelter Manager Client Casework Disaster Mental Health Disaster Health Services InformationRegistrationDormitoryFeeding Safe and Well Linking Logistics Shift Supervisor Feeding Manager Safe and Well Linking Assistant Director, Support Services Logistics Chief

9. Shelter Manager and Sheltering Manager Sheltering manager Many sites Manager level position in DSHR Shelter manager One site Supervisor level position in DSHR 9

10. Sheltering Cycle 10 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

11. Opening the Shelter Verify Shelter Agreement Verify Shelter Facility Survey Conduct inspection using Facility/Shelter Opening and Closing Inspection Conduct inventory of supplies using Shelter Inventory 11

12. Shelter Agreement Take special notice of these Terms and Conditions: #3 - Condition of Facility #4 - Food Services #5 - Custodial Services #6 - Security #9 - Reimbursement 12

13. Additional Key Information Contact information at headquartersResources for clientsAvailable shelter suppliesReporting requirementsProcurement optionsFeeding optionsNSS data entry planStaffing information 13

14. Opening Tasks Verify Shelter Agreement Verify Shelter Facility Survey Conduct inspection using Facility/Shelter Opening and Closing Inspection Conduct inventory of supplies using Shelter Inventory Complete a job induction with the sheltering manager 14

15. Sheltering Cycle 15 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

16. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 16

17. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 17

18. Case Study 1: Allocate and Set Up Shelter Space 18 Plan the space in your shelter, setting up the specific services indicated Participant Packet p. 20 Work in your group for 10 minutes

19. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage HB 2-11 Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 19

20. Display Shelter Signage Four Types of Signage: Red Cross identification signs Directional Rules Hand washing

21. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 21

22. Resources for Shelter Staffing Follow basic staffing guidelines Use the Shelter Staffing Template Create a Table of Organization Use the Staff Request Form 22

23. Staffing Questions 1.How would you combine assignments, if necessary? 2.How long might it take to get additional staff? 23

24. Organizing the Shelter Allocate and Setting Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Staff Work with Partners Supply and Equip the Shelter 24

25. How to Receive Shelter Staff Conduct orientation for workers Conduct job inductions Make initial staff assignments Prepare schedules for workers 25

26. Exercise: Orientation Information Group 1: What should you include in an orientation about the disaster? (Assume workers have not received one at HQ.) Group 2: What should you include in an orientation about the shelter and its residents? Group 3: What should you include in an orientation about safety and security in the shelter? Group 4: What should you include in an orientation about the local area that will help visiting staff serve clients and acclimate to the area? 26 Select a spokesperson Work in your group for 7 minutes

27. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 27

28. Partners are Valuable Resources Red Cross-trained partners as shelter staff: –Ready When the Time Comes (local volunteers) –National Civilian Community Corps (nat’l volunteers) Service Providers: –Medical (Medical Reserve Corps) –Mental health, spiritual care –Pet sheltering (County Animal Response Team CART) –Temporary respite care for children (Children’s Disaster Services) 28

29. Questions About Working with Partners 1.What are your responsibilities when working with partners? 2.What should you do when a representative from a partner organization arrives at the shelter? 3.What conduct and working guidelines should partner representatives follow when volunteering in a shelter? 4.What are some practices that are prohibited in Red Cross shelters? Select a spokesperson Work in your group for 3 minutes 29

30. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 30

31. Supply and Equip the Shelter As a shelter manager, you are responsible for: Estimating supply and equipment needs Procuring necessary supplies and equipment Tracking shelter inventories Returning supplies and equipment when the shelter closes 31

32. Sources of Supplies Facility-owned supplies for use at shelter Supplies delivered to shelter from chapter or relief operation Contents in Shelter Supply Kit –Vary by chapter 32

33. Case Study 2: Assess Supply Needs 33 Decide what types and quantities of supplies you need to request for this shelter Participant Packet p. 36 Select a spokesperson Work in your group for 10 minutes

34. Requisition Requirements for Shelters Authorized requester must be DSHR supervisor level. Authorized approver can be any DSHR level manager at relief operation headquarters. 34

35. Organizing the Shelter Allocate and Set Up Shelter Space Display Shelter Signage Plan Shelter Staffing Receive Shelter Workers Work with Partners Supply and Equip the Shelter 35

36. Sheltering Cycle 36 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

37. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 37

38. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 38

39. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate shelter residents’ individual needs Respond to Emergencies Reporting and Recordkeeping 39

40. Registration Phases Reception Registration Registration Form Initial Intake and Assessment Tool Shelter Resident Information Referral 40

41. What if… A potential shelter resident comes to registration and does not speak English? How should workers conduct the registration interview? Assume that none of the shelter workers speak that individual’s language. Are there any issues that need to be taken into consideration? 41

42. How would you handle these requests? 1.A deputy sheriff from Springfield County: “We have reason to believe a suspect in a murder attempt is in your shelter. We need to see your records and walk around to determine if he’s here.” 2.A judge from District Court 14: “I’m on a task force assessing the extent of the damage from the flood. We need to account for every citizen. I need to see your list of shelter residents to compare to our missing citizen’s list.” 3.A man: “I can’t find my wife and daughter. Can you help me? My wife is Katherine Washington and our baby girl is Anita. I’m desperate to find them. Can you please tell me if they’re here?” 42

43. Operating the Shelter Maintain the Shelter Facility Manage registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 43

44. Case Study 3: Determine Workers Needed 44 Estimate number of supervisors and workers you will need for 275 shelter residents Participant Packet p. 41 Select a spokesperson. Work in your groups for 10 minutes.

45. Possible Answer to Case Study Shelter Staffing Template275-PERSON SHELTER Three Shifts ROLEDSHR GAP OPERATE 7a-4p3p-12a11p-8a SHELTER MANAGERMC/SH/SV1 ADMINMC/SH/SA1 ASSISTANT MANAGERMC/SH/SV SHIFT SUPERVISORMC/SH/SV111 REGISTRATION MC/SH/SA331 DORMITORY MC/SH/SA333 CANTEEN MC/SH/SA221 INFO (HELP DESK) MC/SH/SA11 SAFE & WELL 11 TOTAL13116 45

46. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 46

47. Operating the Shelter Maintain the shelter facility Manage registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 47

48. What if… You were approached by a group of residents who were unable to eat the food being served due to their religious dietary laws? What actions would you take? 48

49. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 49

50. Case Study Directions Group 1: Case Study 4: Influenza Outbreak PP-42 Group 2: Case Study 5: Conflict Between Residents PP-43 Group 3: Case Study 6: Registered Sex Offender PP-44 Group 4: Case Study 7: Shelter Emergencies PP-45 50 Work in your groups for 10 minutes. Select a spokesperson. Be prepared to present: The situation Your decisions Key points gained from information in the handbook

51. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 51

52. Coordinate with Individual Client Services 52 Case Study 4: Influenza Outbreak Participant Packet p. 42 Group 1 present: A brief overview of the situation The decisions made Key points from the handbook Audience: Take notes Write questions

53. Coordinate with Individual Client Services 53 Case Study 5: Conflict between Shelter Residents Participant Packet p. 43 Group 2 present: A brief overview of the situation The decisions made Key points from the handbook Audience: Take notes Write questions

54. Coordinate Individual Client Services 54 Disaster Health Services Disaster Mental Health Client Casework

55. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 55

56. Methods of Communication 56 Daily shelter resident meetings Shift change meetings Information boards Flyers and newsletters

57. Problem Solving 57 Case Study 6: Registered Sex Offender Participant Packet p. 44 Group 3 present: A brief overview of the situation The decisions made Key points from the handbook Audience: Take notes Write questions

58. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 58

59. Accommodating People with Disabilities and Functional or Access Needs Accommodations for shelter residents with: 1.Mobility-related disabilities 2.Visual disabilities 3.Hearing disabilities Work in your groups for 5 minutes. 59

60. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 60

61. Respond to Emergencies Managing emergency communicationsManaging shelter emergencies 61

62. Respond to Shelter Emergencies 62 Case Study 7: Shelter Emergencies Participant Packet p. 45 Group 4 present: A brief overview of the situation The decisions made Key points from the handbook Audience: Take notes Write questions

63. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 63

64. Reporting and Recordkeeping Shelter Log Shelter Manager Log Daily Shelter Report 64

65. Review Data from the Daily Shelter Report As a shelter manager, what can you learn from the Daily Shelter Report? How might this help you? As a shelter manager, what can you learn from the Daily Shelter Report? How might this help you? 65

66. Operating the Shelter Maintain the Shelter Facility Manage Registration Determine Workers Needed Manage the Dormitory Manage Feeding Coordinate with Individual Client Services Communicate and Problem Solve Accommodate Shelter Residents’ Individual Needs Respond to Emergencies Reporting and Recordkeeping 66

67. Sheltering Cycle 67 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

68. Closing the Shelter Communicate to residents, partners and workers Transfer or release shelter workers Return shelter to pre-occupancy condition Prepare Shelter Narrative Report 68

69. Communicate to Residents 48 hours notice Verbal notice Written notice Accessible to all shelter residents 69

70. Transfer or Release Shelter Workers Complete performance evaluations Assist workers with out- processing 70

71. Return Shelter to Pre-occupancy Condition Perform walk- through with facility representative Complete page 2 of the Facility/Shelter Opening and Closing Inspection form 71

72. Shelter Narrative Report Summary of: Services provided Shelter partners Other resources used Challenges and solutions How unmet needs were accommodated Recommendations for future operations 72

73. Sheltering Cycle 73 1: Planning and preparedness 2: Opening the shelter 3: Organizing the shelter 4: Operating the Shelter 5: Closing the shelter 6: After action review

74. Course Closing 74 We will: Review course objectives Review your learning goals Complete course evaluations 74

75. Course Objectives Roles and responsibilities Shelter space and supplies Manage shelter staff Collect and report information Communicate effectively Accommodate needs Collaborate with partners 75