Regional District of Central Okanagan Emergency Support Service Emergency Plan. Regional District of Central Okanagan. Emergency Support Services

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1 Regional District of Central Okanagan s Emergency Plan 1

2 STANDARDS OF CONDUCT FOR ESS WORKERS Responsibilities of ESS Workers: Commitment Workers shall have a commitment to serve their community and the ESS mission to the best of their abilities, assuring the integrity of the program. Confidentiality Workers shall respect the confidentiality of information received during an emergency response to anyone other than authorized emergency workers. If necessary, clarification should be sought from the appropriate authority. Confidential information must not be used for personal gains. Quality of Service Workers shall provide service to individuals affected by disasters in a manner that is courteous, caring, and professional, while respecting the dignity of people receiving services. Behaviour Workers shall: Conduct themselves in a manner that meets acceptable social standards and contribute to an environment of mutual respect and dignity, free from discrimination or harassment; Follow operational guidelines and established reporting structures; Exercise discretion with comments made in public about an incident, people or other organizations involved. Self Care Workers shall: Take care of their own physical and emotional health and support team members to do the same. Report unsafe conditions to their supervisor, ensuring the safety of themselves and others. Media Statement Workers shall direct all enquiries from the media to the designated Information Officer. Rights of ESS Workers: Orientation and Training Workers shall have access to the appropriate training to ensure efficient and effective performance of duties. Forum for Input Workers shall be made aware of and have access to the proper chain of command for handling suggestions and complaints. Support Workers shall have a safe working environment, understanding that there is some inherent risk in responding to disasters. Supplies and Equipment Wherever possible, workers shall be equipped to do their job. August

3 Table of Contents Purpose and Scope... 5 British Columbia Emergency Response Management System... 5 ESS Calendar... 7 ESS Team... 8 Roles and responsibilities Organizational Chart Volunteer Recruitment and Retention Worker Care Activation Check Lists Level 1 Level 2 and 3 Reception Centres Group Lodging Resource Acquisitions ESS Inventory Reception Centre and Group Lodging Pre-Plans Media Relations Guidelines Unattended Minors Criminal Record Checks Use of Vehicles Insurance Coverage for Volunteers Budgeting Process Level 1 On-Call Rotation EOC Activations (ESS Branch) Interfacing with the Mobile Support Team Donations Allied Agencies C-Dart Community Critical Incident Team Red Cross (Recovery Centre / Beyond 72 Hours) Salvation Army (Meet & Greet / Food) St. John Ambulance Amateur Radio Insurance Bureau of Canada 3

4 4 Regional District of Central Okanagan Emergency Social Service Emergency Plan Table of Contents Appendixes Membership Telephone Numbers Emergency Contacts Supplier Agreements Reception Centre and Group Lodging Agreements Contact Lists for Facilities Reception Centre Floor Plans Duty to Accommodate Responding to Functional Needs Glossary References ESS Field Guide Operating Guidelines for Reception Centres and Group Lodging Facilities ESS Public Information Toolkit

5 Purpose and Scope Regional District of Central Okanagan s (ESS) is a regional emergency response program which provides for the short term needs of evacuees and response workers in a disaster or emergency situation. Generally, these short term services (up to 72 hours) are required to preserve the emotional and physical well-being of evacuees and response workers affected by an emergency or disaster and are typically provided in a Reception Centre. The ESS Plan establishes the overall strategy the Regional District of Central Okanagan (RDCO) will use to provide these temporary services to those affected by an emergency. It indicates where the designated Reception Centres are located in the community and it outlines the roles and responsibilities of ESS volunteers and assisting agencies. Within the Central Okanagan emergency planning is the responsibility of the RDCO. All local governments and unincorporated areas form part of the RDCO, which is administered by the Kelowna Fire Department. Role of ESS in a Disaster The ESS Program plays an important role in emergency management in the Central Okanagan Region by: helping people to remain independent and self-sufficient; helping people to meet their basic survival needs during a disaster; reuniting family members separated by a disaster; providing people with accurate and up-to-date information about the situation at hand; helping people re-establish themselves as quickly as possible after a disaster; and helping a community work through the recovery process. BCERMS (British Columbia Emergency Response Management System) BCERMS is a comprehensive management system based upon the Incident Command System (ICS) that ensures a coordinated and organized response and recovery to all emergency incidents and disasters. It provides the framework for a standardized emergency response in British Columbia BCERMS supports a prescribed set of response objectives set out in priority as follows to: provide for the safety and health of all responders; save lives; reduce suffering; protect public health; protect government infrastructure; protect property; protect the environment; and reduce economic and social losses. 5

6 BCERMS Response Levels Regional District of Central Okanagan Provincial Emergency Coordination Centre (PECC) Provincial Regional Emergency Operations Centre (PREOC) Emergency Operations Centre (EOC) ESS Reception Centre (RC) Provincial Central Coordination Level Provincial Regional Coordination Level Site Support (Municipal/Regional District) Level Site Level Provincial Emergency Coordination Centre (PECC) An Emergency Operations Centre established and operated at the provincial central coordination level to direct and coordinate the provincial government s overall emergency or disaster response and recovery efforts. Located at the Provincial Emergency Program (PEP) headquarters in Victoria. Provincial Regional Emergency Operations Centre (PREOC) An Emergency Operations Centre established and operated at the regional level by provincial agencies to coordinate provincial emergency response efforts. For the Central Region, it is located in Kamloops. Emergency Operations Centre (EOC) A pre-designated facility established by a local authority, jurisdiction or agency to coordinate the site response and support in an emergency. In the Central Okanagan, the EOC is located in Kelowna Fire Hall #1. The secondary, backup EOC is located at the Kelowna International Airport and would be used when directed by the EOC Director, in cases where the primary EOC is not available. ESS Reception Centre (RC) Reception Centres are sites where evacuees may be received during an disaster. They may be a facility such as a recreation centre, church hall, school, hotel lobby, or even a tent - it depends on what is available in the community or what is needed. 6

7 ESS Yearly Calendar January Month Events Yearly Task Number Obtained overview - contact numbers checked February Renewal of Supplier Contracts March ID Photos April May Emergency Preparedness Week Refresher Records & Registration training June Inventory check review - contact numbers checked Summer Social Volunteer recognition July August September Committee s formed Volunteer Fair October New volunteer orientation November Annual Budget Process Emergency Preparedness Conference Sign up for Salvation Army Christmas Appeal December Salvation Army Christmas Appeal Training proposal for the next year Christmas Social Annual Report - RDCO ESS 7

8 The ESS Team In BC, local authorities are responsible for planning and operating ESS. ESS is provided by local volunteers and staff. Approximately 5,000 volunteers donate their time and energy as part of ESS teams located in communities throughout BC. Volunteers and staff of ESS support organizations also have important roles in providing ESS. In the Regional District of Central Okanagan, ESS volunteers have been recruited from the following areas: Peachland West Kelowna Kelowna Northwest Side Lake Country The major tasks of ESS teams are: identifying facilities suitable for use as Reception Centres and Group Lodging facilities; recruiting and training volunteers and staff; establishing linkages with key local emergency responders and non-government disaster agencies; and establishing relationships with local businesses and service organizations to supply goods and services during emergencies. 8

9 Roles and Responsibilities Regional District Central Okanagan Emergency Program Coordinator The Kelowna Fire Department administers the for the Central Okanagan. Under the Regional Emergency Program Bylaw, the Kelowna Fire Chief is appointed as the Emergency Program Coordinator (EPC) and an Assistant Chief is appointed as the Deputy Emergency Program Coordinator. These members work together to oversee the RDCO Plan. The role of the RDCO EPC will be to oversee the RDCO Emergency Support Services Program. This oversight will ensure the continued ongoing operation and improvement of the program as well as the integration of the program into the Regional District. This will include working with the RDCO ESSD to oversee the budget allocation for ESS as well as reviewing the direction of the ESS Program within the region. During emergencies, the RDCO ESSD will report and liaise with the Incident Commander at the scene and work closely with the EPC. When the EOC is activated, the s Director (ESSD) will report within the EOC structure. RDCO s Director Coordinator The RDCO ESS Program has the overall responsibility of addressing the basic needs of individuals in an emergency event. The RDCO ESSD will be responsible for coordinating the planning, development and implementation of the Emergency Support Services (ESS) Program including the development and maintenance of an s Plan, complete with operating procedures and infrastructure needs relating to the establishment of Reception Centres. The RDCO ESSD works closely with community partners, charitable organizations and volunteers. The RDCO ESSD is responsible to coordinate the recruitment, training, management and active supervision of a volunteer network for emergency response and other on-going aspects of the ESS Program. The position involves coordinating and executing the response to emergency situations where individuals have been displaced from their homes, to ensure the provision of basic needs, including food, clothing and lodging. 9

10 The ESSD will: activate and manage evacuee Reception Center(s) and Group Lodging facilities; implement programs to recruit and retain teams of qualified ESS volunteers; establish and deliver a program of exercises and training for Regional ESS volunteers; establish, equip and maintain in a state of operational readiness, Reception Centers and Group Lodging facilities as identified in the Emergency/ESS Plan; promote public and corporate emergency preparedness; maintain a pool of community walk-in volunteers for use in large-scale ESS responses; maintain a region-wide supplier s list for the provision of emergency food, lodging, clothing and incidentals; follow up with clients after a response and prepare and submit all required ESS documentation, forms and reports; obtain an annual ESS Task Registration Number; promote cooperation, sharing of resources and training and the use of a comprehensive single ESS Plan within the entire Regional District; complete a comprehensive annual review of the ESS Plan ensuring all information contained in the plan is current and complies with established acts and regulations; and assist with the preparation of annual budgets for the ESS function. 10

11 Central Okanagan ESS Organizational Chart ESSD - RDCO Liaison, Kelowna Liaison, Lake Country Liaison, West Kelowna Liaison, Peachland Liaison, Northwest Side An ESS Liaison is the person who will assist the ESSD in recruiting volunteers and to be a source of information about the assigned area. If an incident occurs in this area, an ESS Liaison will respond quickly, and the local knowledge and familiarity with the volunteers available will be invaluable to the ESS Team Role of the Liaisons Duties include assisting in: Maintaining Membership/Call out lists Maintaining contacts with local suppliers Advising those in the area of events and training Supporting the RDCO ESSD as required During a Level 3 response, the Section Chiefs are responsible for overseeing the internal functioning of their sections and interacting with other areas to ensure an effective ESS response. Throughout the year, their focus will be on general preparedness and assisting on any Level 1 or 2 responses. Section Chiefs Operations The Operations Section Chief is responsible for the direct service delivery to evacuees at the Reception Centre. Planning The Planning Section Chief oversees the gathering and analysis of all data regarding Reception Centre activities, conducts planning meetings and prepares the Reception Centre Action Plan for each operational period. Logistics The Logistics Section Chief is responsible for providing all support needs and resources to the Reception Centre. This includes, but is not limited to the following: supplies, equipment, personnel, food, facility maintenance and communications. Finance ESSD - RDCO The Finance Section Chief monitors Reception Centre costs, administers any EOC approved procurement contracts in conjunction with logistics, and ensures that all financial records at the Reception Centre are maintained throughout the event. 11

12 ESSD - RDCO Operations Doers Planning Thinkers Logistics Getters Payers Reception Centre Management Registration & Referrals - Inquiry Child Care Pet Care First Aid Documentation Advance Planning Demobalization Resource Acquisition Donated Goods Communications Volunteer Mgt Reception Centre Support Reception Centre Support Financial records Ensures security WCB claims* Recording/Tracking volunteer hours 12

13 Introduction Volunteer Recruitment & Retention When a disaster strikes, ESS is charged with the human component of the emergency response. The RDCO ESS team relies on volunteers whose aid is invaluable when an emergency arises in our community. Through planning, training, mentorship and practice, ESS volunteers are at the ready to be deployed to provide short term essential needs to people impacted in an emergency. The Provincial Emergency Program (PEP) provides support for PEP registered volunteers (known in the RDCO as active members ). This support includes: assigning the ESS team the legal authority to serve as part of the official government response to an emergency; providing ESS workers with Worker s Compensation benefits (WorkSafeBC) and liability insurance; and providing on-going, in-depth training to ensure efficient and effective performance of duties. Recruitment of Volunteers To ensure that the ESS team is always adequately resourced, recruitment of new members will be an on-going process. A Volunteer Coordinator will direct the search for new volunteers and assist them with acquiring training, mentorship and practice opportunities. A Volunteer Management Committee will assist with volunteer recruitment and the screening and selection of new ESS members. Volunteers will be made aware of the variety of opportunities there are for them to serve their neighbors and fellow citizens in the event of a disaster. Contact with potential volunteers is made by: word of mouth; newspaper articles and information in existing community publications and brochures; media coverage of orientation meetings and special events (such as Emergency Preparedness Week); attending volunteer fairs and liaisons with other community groups in the RDCO. In a Level 3 response, the Volunteer Coordinator and the Volunteer Management Committee will screen and coordinate walk-in volunteers. 13

14 Volunteer Information Files The following information shall be kept in personnel files in the ESS Office. Access will be restricted to ensure the confidentiality of all volunteers. Training records Attendance records Criminal Record Checks RDCO Volunteer Information Forms including Confidentiality Agreement Minimum Training Requirements Within the first two years of joining ESS, all volunteers are expected to complete the following training. ESS Introduction to ESS ESS Level One Response ESS Reception Centre ESS Registration & Referrals Additional courses will be offered and will be open to all members. These include but are not limited to: ESS Documentation Unit ESS Managing Walk-In Disaster Volunteers ESS Group Lodging Course ESS Resource Acquisition: Food, Clothing & Lodging ESS Site Management In addition to the ESS Training courses described above, ESS volunteers and staff may be able to access other courses offered through the Emergency Management Division (EMD) at the Justice Institute of British Columbia (JI). 14

15 Retention of Volunteers Trained and experienced volunteers are invaluable during an emergency response. Training is time consuming for the volunteer and costly for PEP to provide. Trained and experienced members are often asked to rise to leadership and supervisory duties. ESS training often uses them to mentor new volunteers and community members who are walk-in volunteers in a large emergency response. It is imperative that this include steps to retain volunteers for as long as they are able to serve. To ensure that ESS members continue to be involved especially once they are trained and experienced; effective communication with team members will be a priority; new members need to be immediately welcomed as a part of the team; a current membership list will ensure that members get timely information. When new members demonstrate a commitment to ESS by regularly attending meetings, completing ESS 100 (Introduction to Emergency Social Services) and ESS 113 (Registration and Referrals), and as soon as possible, they will be given an ID badge. A file for each active member will be maintained containing all ESS information sheets and forms, a record of attendance and training courses that have been completed. The number of regular meetings is limited, therefore ESS meetings must be purposeful: educational as well as enjoyable. Valuable bonding as an organization comes from working together and socializing at appropriate times. Opportunities to be actively involved will be available (even between emergencies). Training is on-going and all skills will be practiced regularly to ensure that responders remain skilled and confident. Contributions of all team members will be acknowledged and an award system will be in place for long serving volunteers (Public Safety Lifeline Pins given out at 5 year intervals). 15

16 Worker Care The massive effort put forth by volunteers in response to the effects of catastrophic events is a critical contribution to their communities recovery. However, volunteers sometimes need to be reminded that a sustained response can also lead to physical and emotional wear and tear. Without conscious attention to self-care, volunteers effectiveness and ultimately their health will suffer. Supervisors will remind volunteers to take adequate rest and nutritional breaks during their shifts. A buddy system can be implemented to ensure volunteers help each other to take time off during their shifts. Supervisors should advise volunteers on what clothing is appropriate for the jobs they are doing. A complete guide to worker care can be found in the Emergency Social Services Safety Guide (Emergency Management-BC) at: 16

17 Worker Care Tips Sources of Stress for ESS workers: Event Stressors: - Mass casualty incident with distressing sights, sounds or activities Occupational Stressors: - Time pressures - Responsibility overload - as a supervisor multitasking, priorities, pressures. - Physical demands - requires strength, stamina, endurance, long work hours and adverse conditions - Emotional demands - workers are exposed to distressing stimuli and evacuees under stress - Mental demands - problem solving, decision making, priorities - Limited resources - High expectations Environmental Stressors: - Extreme weather conditions - heat, cold, rain - Environmental hazards - air & water quality How You Can Help! 1. Prevention - training - be informed, have good support systems, positive self talk, team work. Leisure Nutrition Sleep Balance Long Hours Work High Stress Common Stress Reactions as a Result of Disaster Work Physical Reactions: BP up, pulse & respirations fatigue nausea, upset stomach diarrhea sweating, chills Emotional Reactions: strong identification with victims anger, blaming sadness, grief depression, moodness apathy & feeling of inadequacy, vulnerability Cognitive Reactions: concentration problems memory loss confusion Behavioural Reactions: withdrawal from family & friends alcohol & drug use hyperactivity, constant talking periods of crying sleep pattern change Critical Incident A critical incident is any situation faced by emergency services personnel that causes them to experience unusually strong emotional reactions which have the potential to interfere with their ability to function at the scene or later. (Jeffrey T. Mitchell, PhD.) 2. Staff rotation and rest periods * limit worker time on high stress assignments * provide more breaks and quiet time * encourage worker to take a day off to re-energize 3. Provide comfort and care * set up a respite centre * shelter from the weather - hot or cold * nutritious food and snacks * an opportunity to talk about their feeling with coworkers or chaplain * massage therapy Critical Incident Stress Management The aim is to lesson the impact of traumatic events on emergency personnel and to support the recovery of people who are experiencing common stress reactions after experiencing disturbing events or incidents. The healing process takes:. 3 T s ~ Time ~ Talk ~ Tears 17

18 Activation of the ESS The ESS Plan is an important part of the RDCO. During an emergency response, the ESS Plan can be activated, either in whole or in part, under the direction of the regional ESS Director, the Emergency Program Coordinator or a designate. There are three levels of ESS response Level 1 A small localized event such a as fire affecting one or two households, usually less than 12 people. Level 2 A significant event affecting more than 12 people, such as an apartment fire. A Reception Centre is established. An EOC may be established Level 3 A major emergency, such as a large scale flooding or an interface wild fire, involving a large scale evacuation. More than one Reception Centre may be established. Duration of the operation may last days or weeks. An EOC is established. 18

19 Level 1 Events When an incident involves only one or two families, Level One ESS may be activated. Checklist for Response Initial contact will be the person with ESS Phone Obtain PEP Task Number Advise Kelowna Dispatch of PEP Task Number Obtain Lodging (contact local hotels from list) Contact volunteer from Level 1 List Give them Task Number Hotel information Any additional information obtained from dispatch Contact Incident Commander and ask if evacuees have transportation. If so, arrange to meet at the hotel If no transportation, arrange a taxi and instruct volunteer to prepare referral form for taxi company. Do not transport yourself. When incident is complete, contact PEP with details (number of people, referrals required) Contact ESSD with the above information Close off call with KFD Dispatch, giving them the above information Suggested Level 1 supplies Emergency Social Services Level 1 Kit Suggested Contents Categories: ESS Identification Stationery Items Equipment/Miscellaneous Forms ESS Identification o Vests o Name Tags o Lanyard o PEP Identification Equipment/Misc. o Flashlights with cones for night use o Whistle o Palm Gloves o Disposable Gloves o Maps o Phone Book Stationery Items o Pens o Pads of Lined Paper o Clip Boards o Brown Envelopes o Supplier Lists o Important Phone Numbers Forms o ESS Referral o Supplier Consent o Current Rate Sheets o Action Check List 19

20 Level 2 and 3 Events Reception Centres Regional District of Central Okanagan Reception Centres are sites where evacuees will be received during a disaster. They may be a facility such as a recreation centre, church hall, school, hotel lobby, or even a tent - it depends on what is available in the community or what is needed. Reception Centres should be flexible for multipurpose use. Space may be required for use as a gathering and information centre, a staging site for volunteer disaster relief workers, a site where insurance adjusters can operate, an emergency day care, etc. Fully Expanded Reception Centre Organization Reception Centre Manager Information Liaison Safety Operations Planning Logistics Finance Primary Services Situation Supply Cost Meet & Greet Documentation Resource Acquisitions Time Registration Advance Planning Donated Gifts Compensation & Claims Referrals for Food, Clothing & Lodging Demobilization Shipping & Receiving Procurement Inquiry On-Site Goods Distribution Specialized Services Recovery Transition Volunteer/ Staff Management Reception Centre Support Food Child Care Runner Multicultral Facility Pet Care Clerical Recreation Security Transportation Search & Reply Information Technology Communications Health Services Computer Systems First Aid Emotional Support Special Needs A complete list of guidelines for reception centres may be found at: 20

21 Reception Centre Security Regional District of Central Okanagan For the safety of those working within a Reception Centre, as well as the safety and privacy of those being served, security is of the highest priority. Upon activation of a Reception Centre, security requirements are to be reviewed and assessed by the Reception Centre Manager. If it is deemed to be required, private security will be arranged on an ongoing basis via the EOC if activated or via the RDCO EPC. The RCMP will be immediately requested at any time if required due to an imminent threat or security issue, via If police are requested, the EOC or EPC will be notified. Roles and Responsibilities Reception Centre Manager A Reception Centre Manager is responsible for the overall management of a Reception Centre, ensuring that all required functions are activated and carried out. Function check lists including roles and responsibilities for all positions are available at: Checklist for activation If EOC is not activated, obtain PEP Task Number by phoning If EOC is activated, contact the EPC for Task Number Activate Reception Centre from approved list Contact Volunteer Coordinator to begin call-out of volunteers Contact Resource Acquisitions Coordinator to coordinate food, clothing and lodging Contact Salvation Army re: Meet & Greet (if large evacuation) Food for volunteers and evacuees if required Contact St John Ambulance (if large evacuation) Contact Canadian Disaster Animal Rescue Team re pets At Reception Centre, assign duties as volunteers arrive Establish liaison with EOC (by phone/radio)arrange for security as required (through EOC if activated) For RC set-up, follow facility pre-plans (see appendix) 21

22 Deactivation Planning for deactivation should begin as soon as possible. Planning for an organized transition to deactivated status can ensure that all critical processes are completed. Checklist for Response Deactivation (RC) When advised by the EOC, begin demobilization of sections as they are no longer required Complete any open action items still pending Ensure that all required forms, reports and other documentation are completed prior to demobilization Ensure the clean up of all work areas before leaving Arrange for building review with the facility manager Ensure that ESS Kits are reassembled, restocked and returned to Storage Ensure sign out of all volunteer/staff Ensure building is closed and locked Leave a forwarding number (with facility manager and posted) Complete Task Report Form (Reception Centre Manager) and forward to ESSD Prepare for any post event processes (debriefs) Access critical incident stress debriefing as needed 22

23 Group Lodging Group Lodging facilities are sites where people affected by a disaster or emergency may be provided accommodation if suitable commercial lodging is unavailable. Lodging may be in a facility such as a recreation centre, church hall, school, or even a tent - it depends on what is available in the community or what is needed. ESS Group Lodging Organization Chart - Functions - Group Lodging Manager Information Liaison Safety Operations Planning Logistics Finance Primary Services Situation Supply Cost Check In/Check Out Documentation Resource Acquisitions Time Sleeping Area Advance Planning Shipping & Receiving Compensation & Claims Meals Distribution Specialized Services Recreation & Leisure Multicultral Transportation Health Services First Aid Demobilization Volunteer/ Staff Management Group Lodging Support Facility Clerical Security Information Technology Procurement Emotional Support Telephones Special Needs Amateur Radios Computer Systems A complete list of Group Lodging Guidelines can be found at: 23

24 Group Lodging Manager Roles and Responsibilities Regional District of Central Okanagan A list of roles and responsibilities for the Group Lodging Manager can be found at: Checklist for Activation Activate when requested by EOC - at an agreed upon site Contact facility liaison Ensure PEP Task Number is given to Group Lodging Manager If it is deemed to be required, private security will be arranged on an ongoing basis via the EOC (if activated) or via the RDCO EPC Contact ESSD or designate in EOC to obtain necessary supplies Contact Volunteer Coordinator regarding additional volunteers If resources re volunteers cannot be met locally, contact ESSD in EOC for additional help Assign one ESS Supervisor to be an on-site resource while facility is receiving evacuees Group Lodging Supervisor or Manager to establish liaison with EOC 24

25 Resource Acquisitions ESS Resource Acquisitions is the sourcing and management of the three primary resources required in an ESS response: food, clothing, and lodging. There are two distinct phases to the Resource Acquisitions function: pre-disaster planning and resource management during a response. Pre-Disaster Planning The pre-disaster function of the Resource Acquisition unit is to acquire and maintain the resources commonly needed by evacuees and workers during a disaster response. Response Function During a response, Resource Acquisition Personnel ensure the resources required by the Registration and Referrals workers and other ESS workers at the Reception Centre are managed effectively and efficiently. RDCO Resource Acquisitions As the pre-disaster function, the Logistics Section Chief will coordinate the process for acquiring community resources and completing Supplier Consent Forms. Working with the area liasons, section chiefs and ESSD s, all potential suppliers of food, clothing, commercial lodging and group lodging facilities will be identified. Information packages should be prepared to take to meetings with potential suppliers. These packages may include: Letter of introduction Supplier Consent Forms ESS brochure When Disaster Strikes Current ESS Rate Sheet Sample Referral Form ESS business card ESS decal ESS pin Local suppliers should be visited yearly (if possible) to update their contact information and to inform suppliers of any changes to the ESS Program. Once Supplier Consent Forms have been completed, they should be returned to the ESS Office. During a response, the Logistics Section Chief will coordinate the acquisition of needed resources. Local lodging will be the first focus and, in order to ensure an orderly distribution of rooms they will be accessed only through the Resource Acquisition Supervisor or designate. Full guidelines for resource management during an ESS Response may be obtained in the ESS Resource Acquisition: Food Clothing and Lodging Guide (found in RC kit) 25

26 Inventory Suggested ESS Supplies Complete contents lists are included in the ESS Reception Centre Guidelines at: Complete RC kits (including vests) are located in: Kelowna ESS office, Kelowna Fire Hall #1, Enterprise Way In addition, supplies of ESS forms are located at the Kelowna Fire Hall #1, Enterprise Way At all times, the supply should consist of 5 boxes of Registration forms 15 pads of current Rate Sheets and 20 boxes of Referral forms. Prior to the fire season, this should be check to ensure adequate supplies if needed Additional Materials include: Coffee/tea/cream/sugar Juice, Water Cups Comfort food (cookies, granola bars in small quantities) Kleenex Waterless hand cleaner 26

27 Reception Center Pre-plans Trinity Baptist Church First United Church Salvation Army Church Parkinson Recreation Centre West Kelowna Lions Hall Lakeview Baptist Church Willow Park Church Rutland Centennial Hall Peachland Community Centre Winfield Memorial Hall Reception Centre Contact Phone # Cell Phone # First United Church 721 Bernard Avenue Beryl Itani Murray White Lakeview Heights Baptist Church 2630 Alhambra Lyndon Dejohn Ron Belanger Pastor Kevin Bessey Parkinson Recreation Centre 1800 Parkinson Way Don Backmeyer Lori Angus Erwin Daskis Rutland Centennial Hall 180A Rutland Road North Alf Rochinsky Tom Graham Salvation Army Gymnasium 1480 Sutherland Ave Ron Cartmell Cyril Chalk Trinity Baptist Church 1905 Springfield Road Joanne Hendricks Darcy Smith Westbank Lions Community Hall 2466 Main St., Westbank Bill & Judy Ingram Stu Tuningly Willow Park Church 439 Hwy 33 West Tony Wiens Norm Thompson Nancy Tordiffe Winfield Memorial Hall Bottom Wood Lake Rd John Fiwchuk Joanne Galligan Dave Hecko Group Lodging Contact Phone # Cell Phone # Trinity Baptist Church Group Lodging Pre-plans Trinity Baptist Church 27

28 ESS Guidelines for Dealing with Media Media Relations Guide The media people have a job to do. They serve the community by telling the story, and may be immensely helpful to the local ESS Team and to evacuees. Here are some simple guidelines to follow in your work with the media. 1. Remember there is no such thing as off the record 2. Resist the temptation to be candid with media 3. Remember that you represent the local authority. What you say can influence people s perception about the ESS organization. Project the organization positively. Don t allow inexperienced or untrained personnel to work with the media. 4. Welcome the interest of reporters. Make sure an appropriate personnel helps them to get correct information. Usually the best approach is to introduce yourself and express your willingness to help them get what they need. Offer to give them a short tour, before the centre is open and any evacuees arrive. Explain briefly what your role is and be sure to clearly identify yourself (or another assigned personnel) as the best source of information about this part of the operation. If you can, give out a phone number. This builds rapport with the media and helps to encourage positive coverage. If you do not have all the answers just call the reporters back with the facts. Do not make promises for follow-up that you cannot keep. 5. Be positive as you establish the ground rules. Here is an example statement you might make to set those ground rules: You are welcome to speak with the evacuees, but only outside of the Reception Centre; please ask the evacuee first if they feel like talking. We consider most areas of the Reception Centre to be private, so please do not attempt to go into these areas. 6. Establish a Designated Media Area outside of the Reception Centre and direct all media to conduct their interviews at that location only. Use the information board to post the location of the Designated Media area for all evacuees. 7. Give an overview of what ESS does and give lots of accurate information. Try to give reporters a good overview of the ESS role in disaster so they can report accurately. Give as much accurate information as you can, discuss only what you are personally involved with such as: how many we have received at the Reception Centre, how many meals have been served, how many personnel are involved. You might also give examples of local community organizations or businesses that have been especially helpful. 28

29 Media Relations Guide 8. Do not report information inappropriate to the ESS role. For example, do not discuss the number of deaths, or where a fire will probably burn next, or whether dams will hold. Instead help reporters with other questions by referring them to the proper information source. 9. Write down any commitments you make. Pass commitments along if you are reassigned before you can complete them. Ask reporters to leave you a business card, check to see when the best time to reach them is. 10. Respect the confidentiality of the evacuees but... Allow them to talk to the media. Some of the very best media coverage comes from evacuees who share their stores. If you see an opportunity for such a story, make sure the evacuee wants to talk. Never give out confidential information without obtaining permission. 11. Too much information is usually better than not enough. 12. Never ask the public for food or clothing donations. Such requests may only be made by local authority Emergency Operations Centre (EOC). 13. Obtain the latest ESS press release. Have copies ready for members of the media when they come to your Reception Centre. All media should be referred to the Information Officer or Reception Centre Manager immediately. ops/section3.pdf#page=79 Guideline for photos/video within RC and Group Lodging To be developed Stock Press releases regarding Reception Centres Group Lodging To be developed 29

30 Guidelines Unattended Minors In some disaster situations, children or youth may appear at RC s unaccompanied by their parents or caregivers. The Ministry of Children and Family Development have the legal responsibility for unattended children (anyone under the age of 19). However, ESS volunteers will have the task of ensuring these children have appropriate supervision and care at the centre until they can be reunited with their family or until a social worker from the MCFD makes an alternate plan. For further information see the ESS guideline at: Criminal Record Checks Under the Criminal Records Review Act of BC all individuals (current or new to their position or circumstance) who work with children, or have unsupervised access to children in the ordinary course of their employment or occupation must undergo a Criminal Record Check. Due to the nature of work that is performed by members of the ESS organization, and for the safety of all volunteers, a Criminal Record Check is required for each current and new volunteer. The results of such checks will be reviewed by the RDCO EPC and ESSD to assess the volunteer s suitability within the organization. The cost of such checks will be covered from the RDCO Emergency Program ESS account. This is a new requirement set out in late 2010 and will be phased in throughout 2011 and beyond as budget allows. Use of Private Vehicles Use of private vehicles for transporting evacuees is strongly discouraged. If transportation from an incident to a RC or accommodation is required, use of the municipal transit system and/or local taxis is recommended. If car seats are required for transporting infants and toddlers, the Ministry of Children can be contacted. *See appendix for contact information Insurance Coverage for Volunteers Public Safety Lifeline (including ESS) volunteers Injury, Disability, Accidental Death, Liability and General Insurance Coverage. The issue of WorkSafeBC Coverage, liability protection and the Good Samaritan Act applicability for Public Safety Lifeline (PSL) volunteers arise repeatedly. The following is intended to clarify the above noted topics Level 1 On-call rotation To be developed 30

31 Budgeting Process Guideline Control of the ESS budget as allocated by the RDCO is the responsibility of the RDCO EPC. Budgeting will take place in consultation with the RDCO ESSD and other ESS liaisons within the region. In November the base budget for the current year will be reviewed to ensure that it is suitable for the following year. Any changes or major capital purchases will be identified at this time as well as the use of any surplus from the current year. Budget requests identified in this process will be reviewed by the EPC and prioritized within the Emergency Program, then taken forward to the Regional District during the budget process. EOC Activations EOC ESS Branch Guideline The presence of a qualified, trained ESS representative within the EOC is a requirement to ensure the smooth operation and coordination of the ESS response throughout the region during an emergency. The RDCO ESSD who is on call at the time of an EOC activation will consult with the EOC Liaison Officer to determine the staffing of this position by a qualified ESS member. The duties of this position are outlined within the RDCO Operating Guidelines. The responsibilities are as follows: over-all management of the ESS Branch; in coordination with volunteer and private agencies, provide food, clothing, lodging and other essential services as required for disaster victims and response workers in the area; provides routine Situation Reports to Operations Section Chief, Situation Unit and EMBC ESS Program Office in Victoria; shares information and provides ESS mutual aid (upon request) with other affected communities in the region; requests mutual aid assistance and/or provincial ESS resources from Emergency Management BC headquarters in Victoria when local and/or regional ESS resources are exhausted; confers with Operations Section Chief and EOC Director to ensure that ESS response is appropriate and that expenditures for ESS are authorized. Interfacing with the Mobile Support Team (MST) The Mobile Support Team is made up of qualified volunteers throughout the Province of British Columbia. These volunteers are trained in all aspects of ESS and they follow the BCERMS model. A Mobile Support Team can be called in when the local ESS team has exhausted all its resources and is in need of additional assistance or when the local ESS team is in need of some specific help in the RC. This will be confirmed through the ESSD in the EOC. The protocol for calling out members of the MST is from the RC Manager, to the ESSD in the EOC. Then the call is made to either PREOC in Kamloops or PEP in Victoria. 31

32 Donations All monetary or in-kind donations to s must be presented to the ESSD RDCO or the Emergency Program Coordinator. Volunteers are not to accept donations, with the exception of donations of comfort food at Reception Centres. If practicable, names of individuals and businesses donating at a RC should be provided to the RC Manager so letters of appreciation may be sent to those people, following the event. 32

33 Allied Agencies C-DART CDART stands for the Canadian Disaster Animal Response Team. CDART is dedicated to animal welfare through the preparation for and the actual rescue and shelter of domestic animals in a disaster. CDART works with Emergency Support Services at Reception Centres registering animals that need sheltering or evacuation during an emergency/disaster. CDART also can determine if an Animal Intake Facility needs to be established in order to manage sheltering of evacuated animals. *See appendix for contact information Community Critical Incident Committee (CCIRC) If it is felt by any ESS member that professional assistance is required to support an evacuee, and the resources on site are not adequate to assist, help can be requested in the form of the Community Critical Incident Response Committee. This request will be made under the authority of the ESSD in the EOC. *See appendix for contact information Canadian Red Cross Canadian Red Cross helps vulnerable communities in Canada affected by emergencies and disaster situations ranging from individual house fires to floods that disrupt entire regions. Here in the Central Okanagan, the Red Cross support families into recovery, beyond the 72 hour mandate of ESS *See appendix for contact information Salvation Army Whenever disaster strikes, the presence of Salvation Army personnel is expected. Often assigned a specific role by Emergency Preparedness authorities, such as counselling, registration and identification, transportation, emergency housing, feeding or clothing, The Salvation Army is well equipped to handle any demands made of it in a disciplined and resourceful manner. *See appendix for contact information St. John Ambulance Well-trained and well-equipped, St John Ambulance volunteers are at countless public events to provide basic and advanced care when emergencies occur. By being there, St. John Volunteer Medical First Responders are first on the scene and the first to respond in the critical minutes until medical assistance arrives. *See appendix for contact information RDCO EOC Communication During disasters and other serious emergency situations, when many other systems fail, a proven reliable means of communication has been emergency radio communications, notably amateur or ham radio. Emergency radio is a public safety lifeline that assists within the community and links the community in crisis to where relief and support can be coordinated. Assisting ESS, they maintain contact between the RC and EOC, when other methods of communication may be overloaded, or fail. *See appendix for contact information 33

34 Insurance Bureau of Canada - CAMP (Community Assistance Mobile Pavilion) Canadians who are suddenly forced to cope with extreme weather events such as windstorms, wildfires, torrential rains, as well as other disasters will now have quick access to on-site insurance-related information, thanks to a new national program launched by Insurance Bureau of Canada (IBC) as part of Emergency Preparedness Week IBC will deploy its Community Assistance Mobile Pavilion (CAMP) to disaster sites that have significant insured damage, to help Canadians with their insurance questions. CAMP will be set up at emergency shelters and community centres where individuals are gathered and will be staffed by trained insurance industry personnel. Contact the IBC Vancouver Office at

35 Contact Lists Membership Lists 35

36 ESS Emergency Contacts Regional District of Central Okanagan Title Title Phone # Cell Phone # RDCO Emergency Program Coordinator KFD Assistant Chief Jason Brolund Kelowna Fire Department Kelowna Fire Department Dispatch Salvation Army Community Outreach Cyril Chalk 1 st contact Major Ron Cartmell 2 nd contact Red Cross John Richey ext Seventh Day Adventist Thelma Davis Dyck s Pharmacy Doug Patterson After Hours Pharmacist on Call Critical Response Team Dr. Gary Lea Kelowna Regional Transit System Mike Docherty General Manager ext Ministry of Children and Family Development Julie Glover Children s HELP Line Social Worker on Call Ministry of Housing and Social Development After Hours Ministry of Children and Family Development Interior Health Community Care (Elderly) 8:30 AM to 12:00 PM :00 PM to 8:30 AM Victim s Assistance After Hours: RCMP Non-emergency Cary Berger Fiona Lindquist Shari Wilson Sign Language Interpreter Marie Clarke School District #23 Peter Molloy Alan La Londe ext Gerry Mason Emergency Management BC (PEP) PEP Task Number Emergency Coordination Centre PREOC (Kamloops) St. John Ambulance Stacie Osbourne Office RDCO EOC Communication Coordinator Norm Barton

37 Duty to Accommodate Responding to Functional Needs Communication ESS Translations guides In place Comments Contacts Follow-up required X In RC kit Medical Functional Independence Hard of hearing/deaf Sight impaired Medications First Aid Back-up generators (if required for medical equipment) Accessibility of RC & GL Wheelchairs/assistive devices X X X X Sign language interpreters on call Printer available for large fonts Pharmacist on call St Johns Ambulance Hotels with handicapped access identified See ESS resource guide RDCO thru EOC Red Cross Accessible washrooms & showers Beds for wheelchair users Washrooms - YES No accessible showers in GL sites RDCO None available at this time Supervision For dementia or mental illness If separated from normal caregiver Transportation Special transportation X Local transit Handi Dart Canada Mental Health (250) Kelowna Development Disability Mental Health Services See ESS resource guide no trained ESS staff Word/ESS/duty to accommodate