Assistance Centre Guide

Transcription

1 OFFICIAL Assistance Centre Guide Assistance Centre Plan: Appendix A Version: v1.5 Date Published: Review Date: Published by the Bedfordshire Local Resilience Forum Author: Mark Conway, Emergency Planning Manager, Central Bedfordshire Council Tel: mark.conway@centralbedfordshire.gov.uk

2 Assistance Centre Guide OFFICIAL

3 Assistance Centre Guide OFFICIAL Immediate Action for first staff to arrive 1. Establish a Control Room (make sure all staff/volunteers on arrivals report here to be tasked) - Use the Control Room Instructions 2. Establish an initial Management Team (if a Local Authority Assistance Centre Manager arrives they will take over the role of Manager) 3. Decide what areas are required, allocate space for them and set them up: Manager Facilities Coordinator Registration Coordinator Welfare Coordinator Seating Areas Refreshments Area First-Aid Area Pets Area Visitor Reception Staff Reception Locate in the Control Records, Tracing and Reuniting Locate in the Control Room Help Point Smoking Area Quiet Area Religious Support Area Unaccompanied Children Area 5

4 Assistance Centre Guide 4. Decide on any specialist services you may require and call out: OFFICIAL Service Recommended providers Call out via General Staffing British Red Cross, Independent Volunteers, CERTs, Rotary International, MSAR, SERVE ON, Hospital BLEVEC Duty Officer Volunteers, Scouts First Aid St. John Ambulance BLEVEC Duty Officer Pet Welfare RSPCA BLEVEC Duty Officer Refreshments and Food Royal Voluntary Service (RVS), Salvation Army, Plymouth Brethren RAPID Relief Team BLEVEC Duty Officer Religious Support Multi-Faiths Single Point of Contact BLEVEC Duty Officer Parking and Transport (4x4) Beds and Cambs 4x4 Response Team, SERV (Blood Runners) BLEVEC Duty Officer Contingency RAYNET, Beds and Cambs 4x4 Response Team BLEVEC Duty Officer Communications Advice Services Bedford Advice Network, Luton Advice Network, Advice Central, Citizens Advice Bureau, Voluntary BLEVEC Duty Officer and Community Action Door Knocking MSAR, Independent Volunteers, CERTs, Rotary International, MSAR, SERVE ON, St. John Ambulance, BLEVEC Duty Officer RAYNET Emotional Support Samaritans, Victim Support, British Red Cross, Road Victims Trust BLEVEC Duty Officer Adult Bereavement Services CRUSE BLEVEC Duty Officer Child Bereavement Services CHUMS BLEVEC Duty Officer Flooding and Boat Capability SERVE ON, MSAR, RSPCA BLEVEC Duty Officer Helplines Samaritans, British Red Cross BLEVEC Duty Officer Disaster Appeals British Red Cross BLEVEC Duty Officer Interpretation Services Local Authority Relevant Local Authority - Duty Emergency Planning Officer Crèche Services Local Authority Relevant Local Authority - Duty Emergency Planning Officer Unaccompanied Children Local Authority Relevant Local Authority - Duty Emergency Planning Officer Specialist Transportation Local Authority, Medical Transport Services Relevant Local Authority - Duty Emergency Planning Officer Crisis Loans Local Authority Relevant Local Authority - Duty Emergency Planning Officer Housing Local Authority Relevant Local Authority - Duty Emergency Planning Officer Security Private Security Companies Relevant Local Authority - Duty Emergency Planning Officer

5 Assistance Centre Guide OFFICIAL 5. Every Community Emergency Response Team should have an Assistance Centre Starter Pack (recommended contents below): Pack Type Community Emergency Response Team Assistance Centre Starter Pack 5 x A guide to running assistance centres 1 x Stationery Box 1 x Incident Log Book 1 x box Nitrile Gloves (Latex Free) 1 x Megaphone 100 x Visitor Registration Forms 100 x URN Cards 10 x Staff Register 2 x Flip chart paper pads 100 x biodegradable cups Contents 1 x Roll hazards tape 1 x 4-gang socket, with RCD, 1/2 length 1 x 5m roll out extension lead 1 x First Aid Kit 10 x CERT Hi-Viz Tabards 6. Each Local Authority Assistance Centre manager should be issued with the following pack: 1 x Encrypted USB Memory Stick 2 x Hand held torch and batteries 1 x Blue-Tac 1 x Decision Log Book 2 x Hand-held Radios + spare batteries 1 x pack 40 black refuse sacks (tie handle) 1 x Roll gaffa tape 1 x Box 50 Pens Pack Type Local Authority Assistance Centre Manager 5 x A guide to running assistance centres 1 x BLLRF Emergency Contacts List 100 x Visitor Registration Forms 100 x URN Cards 1 x Phillips Street Atlas (Beds and Luton) Contents 10 x Staff Register 1 x Folder 1 x Incident Log Book 1 x Decision Log Book 1 x BLLRF Assistance Centre Plan Any other relevant documents required by the Local Authority. 7. Each Local Authority should maintain 2 full sets of the equipment below for running assistance centres. The recommended equipment is detailed below. Request equipment as required by contacting the relevant Local Authority Duty Emergency Planning Officer. Pack Type Control Room Pack 5 x A guide to running assistance centres 1 x Stationery Box 1 x Magic whiteboard roll 1 x Roll gaffa tape 2 x flip chart paper pad 1 x first-aid kit 1 x Pop-up gazebo (3m x 3m) 10 x 2-way radio, with headphones, 30 x spare AAA batteries 5 x NATO phonetic alphabet cards 1 x Multi adapter mobile phone charger 2 x iphone 5 charger 2 x USB Plug Socket Contents 1 x USB Splitter 1 x Laptop and charger 1 x mouse 1 x mini colour printer 1 x Spare ink cartridge (black) 1 x Spare ink cartridge (colour) 1 x Encrypted USB Memory Stick 20 x Volunteer tabards various sizes 1 x Incident Log Book 1 x Decision Log Book 1 x Manager cap 1 x Welfare cap 1 x portable PA system 1 x Facilities cap 1 x Registration cap 2 x 4-gang socket, with RCD, 1/2 length 1 x 5m roll out extension lead 1 x Pack of 500 sheets printer paper 10 x first aid armbands 5

6 Assistance Centre Guide Pack Type Welfare Pack Registration Pack Facilities Pack Entertainment Pack 5 x A guide to running assistance centres 1 x Stationery Box 1 x Book of 1,000 cloakroom tags (box 500) 1 x Pack of 20 Luggage tags 5 x A guide to running assistance centres 1 x Stationery Box 500 x Pens 20 x marker pens 5 x A guide to running assistance centres 1 x pack 40 black refuse sacks (tie handle) 3 x mini umbrellas 1 x Wind Up Radio 3 x Board Games (e.g. Cludeo, Monopoly) 4 x Crossword/ Word search Book 1 x 500 sheet paper pack OFFICIAL 1 x Triplicate book A5 1 x pack 50 Resalable clear bags 20 x copies of all the advice leaflets from 1 x Large Help Point sign 1 x Roll of Gaffa tape 500 x visitor registration forms 1 x visitor registration forms language booklet 500 x URN Card 1 x roll gaffa tape 1 x roll barrier tape 2 x hi-viz jackets 4 x hi-viz tabbards 15 x mini traffic cones 1 x pack Alphabet Stickers 1 x Chess/draughts Set 1 x Dominos Set 1 x Origami Book 2 x Playing cards pack Contents 1 x Magic whiteboard roll 1 x Flip chart paper pad 2 x 4-gang socket, with RCD, 1/2 length 1 x 5m roll out extension lead 1 x Multi adapter mobile phone charger 100 x Staff Registration Forms 10 x Sign-language cards 4 x Language Identification charts (matte laminated) 1 x table clock 1 x pack rubber gloves 1 x printed and matt laminated signage pack (A3) 2 x Arrows for the signs - can be fixed to the sign with double sided velcro 1 x My play and Learn Wardrobe 2 x Jungle snap 1 x Pack of crayola - Stickers Galore 5 x 5 pack of rubbers Sleeping Pack 25 x Camp Beds 25 x Sleeping Bags 25 x Pillows Refreshments Pack 1 x Hot Water Urn (Electric) 1 x 4-gang socket, with RCD, 1/2 length 1 x pack 40 black refuse sacks (tie handle) 1 x large blue roll 100 x Napkins 1 x Box hygiene gloves 1 x 1 x 5m roll out extension lead 50 x Disposable cups 1 x washing up liquid 5 x washing up sponges 1 x portable handwash 1 x Antibacterial soap 1 x Community Handbook 1 x Emergency Phrasebook 1 x British Red Cross Phrasebook 1 x BLLRF equalities and diversities in an emergency guide 1 x Emergency Phrasebook 1 x British Red Cross Phrasebook 2 x Pack of heavy duty cable ties for erecting the signs 2 x Large Assistance Centre Signs (outdoor) 3 x Pencil Sharperner 2 x Box HB Pencils (12) 1 x Pack of Ball Point Pens 3 x Box of 30 Colouring Pens 1 x Gaffa Tape 100 x disposable plates 2 x baby bottles (unopened) 1 x large alcohol hand gel 50 x Assistance centre leaflets 2 x Mobile phones (pay as you go) with chargers 2 x iphone 5 charger 2 x USB Plug Socket 1 x USB Splitter 500 x Lanyards (BLLRF Blue), with badger holder (without clips) (94 x80mm) connected 2 x headtorches 2 x hand held torches 2 x pac of spare batteries for torches 5 x Plain/Lined Pads A4/A5 5 x Packs of 12 Colouring Pencils 3 x Pack of 2 Fun Scissors 1 x 5 pack of Pritt sticks 100 x disposable (spoons, forks, knives) 1 x Sanitizer Spray 2 x Hot water dispensers

7 Assistance Centre Guide OFFICIAL Pack Type Religious Support Pack Pets Pack Stationery Box (Standard Contents) 1 x Bible (Christian) 1 x Quran English (Islam) 1 x Quran in Arabic (Islam) 1 x Quran stand (Islam) 2 x Plastic jugs for washing 2 x Large collapsible Kennels (54cm x 93cm) 2 x Pack of 20 Luggage tags 3 x Water Bowls (S, M, L) 2 x Pritt Stick - 20g stick 1 x Fold back Clips - box of 10 1 x Drawing Pins - Box of x Elastic bands assorted 114g box 2 x AAA batteries (pack) 2 x AA batteries (pack 1 x Faith Guidance 1 x Equalities and Diversities Guide 2 x Children s prayer mats 3 x Boxes tissues 2 x Boxes of vinyl gloves (not Latex) 2 x Large pairs of rubber gloves 2 x Pooper scoops 1 x Pack 50 Pooper Scoop bags 1 x Paperclips - box of 100 (coloured - large) 1 x Marker pens box 6 1 x Ball point pens - Box of 50 (black) 1 x Mixed highlighters - wallet of 4 1 x Ball of string - 200g medium duty 1 x Whiteboard pens - wallet of 4 assorted Contents 4 x Disposable Prayer Mats 1 x Compass 1 x Shia prayer stone 2 x rolls of paper towels 1 x Hand holding cross (Christian) 2 x Cat and Dog toys 1 x large alcohol hand gel 1 x Blu-tack - 65g pack 1 x Pack of 25 cable ties (140mm) 1 x Correction fluid - 20ml bottle 1 x Roll of sticky tape - 24mm x 66m 1 x Whiteboard cleaning fluid 1 x Masking tape 1 x Torah (Jewish Scriptures) 1 x Sikh Scriptures 2 x Female head covering (Islam) 2 x Packets of anit-bac wipes 2 x Erasers (large) 1 x Ruler - 300mm clear plastic (folding) 1 x Pencil sharpener 1 x Pencil HB - 4 per kit - (box of 12) 1 x Pack of treasury tags 3 x A5 Notepad 2 x Male head coverings (Islam) 1 x The needs of Faith Communities in Major Emergencies Guidelines x List of local faith contacts 1 x Scissors - 203mm general purpose 1 x Hole punch 1 x Stapler (10/4) 1 x Staples - box of 1,000 (10/4) 1 x Staple remover 1 x 100 sheet pad of Post it notes 76mm x 76mm (yellow) 5

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9 Manager Role Card Manager Role Card Your role is the overall management of the centre and the control room. Initial Tasks Meet the site agent/building representative and gain access to building(s) and get a full briefing on the building. Collect any relevant equipment available Put on something to identify you as the Manager Set-up the control room and allocate staff to take on specific roles See instruction on the next page. Provide an initial brief to all visitors at the centre on the current situation. Hold a management team meeting. On-going Tasks Manage the Control Room Maintain the centres log Schedule in frequent management team meetings and staff briefings Schedule in frequent visitor briefings Maintain and manage an action log Maintain an overview of the current situation Ensure the welfare of staff and provide assurance and motivation to volunteers. This includes making sure staff have appropriate access to food and refreshments. Stand-down Tasks Carry out an initial debrief of staff at the centre. Ensure that you have collected in ALL paper work (Visitor Registration Forms, Staff Registration Forms, Centre Log Book) and electronic records. Take these to the Local Authority Emergency Planning Team as soon as you can. Any equipment and signage used returned to the boxes. Assess the building with its owner or caretaker when the facility has been cleared, check for any damage before handing over and note anything that still needs to be done. Arrange transport for staff and equipment as required. Management Management Team Team Meeting Meeting Instructions Instructions Meetings should be short, frequent and held standing up where possible. This will reduce the time spent in meetings and disruption to operations. Suggested attendees Manager Registration coordinator Facilities coordinator Welfare coordinator Deputy manager Emergency planning officer (if present) Service provider team leaders as necessary e.g. St. John Ambulance Site owner/caretaker/key holder Template Agenda 1. Any urgent issues requiring immediate attention 2. Attendees and introductions 3. Briefing on the current situation 4. Agree or review the aim and objectives 5. Review the actions log 6. Review set-up and layout 7. Services currently on site and further requirements is security required? 8. Resources currently on site and further requirements 9. Health, safety and hygiene at the centre including agreeing the evacuation procedure 10. Clarify lines of communication 11. Time scale centre may be open for 12. Any need assessments that need to be carried out 13. Arrangements for working with the media 14. Exit strategy 15. Schedule for further meetings 16. Any other business

10 Key Events Timeline Current Situation Aim and Objectives Roles and Key Contact Numbers Actions Log Time Event External situation Numbers of visitors in the centre Number of missing person enquiries Number of people reunited Etc Aim Objectives Manager Registration Welfare Facilities Building owner etc. Action Allocated to Complete (Yes/No) Information to Display Allocate one person to manage this Table Allocated one person to manage this Staff Reception Table Allocated one person to manage this Centre Log Centre Phone Centre Handheld Radio Centre Layout Map Agreed lines to take with the media Table Allocated one person to manage this Records, Tracing and Reuniting

11 Registration Coordinator Role Card Your role is to coordinate a team to deliver visitor registration and the management of tracing and reuniting. Initial Tasks 1. Collect any relevant equipment available 2. Put something on to identify you as the Registration Coordinator 3. Put one person at the centre entrance to ensure visitors are signed-out when leaving the centre. They should also direct all staff when they arrive to the Control Room to sign-in. 4. Create a team to staff and run Reception and brief them Use the Visitor registration instructions below 5. In the Control Room set-up and area for registering and allocating staff Use the Staff registration instructions below. 6. In the Control Room set-up an area for coordinating Records, Tracing and Reuniting, allocate staff to the area and provide them a briefing Use the Records, Tracing and Reuniting Instructions below. 7. Register any existing visitors. On-going Tasks Ensure all completed Visitor Registration Forms are taken to the Control Room for processing Ensure all returned URN Cards with the departure section complete are taken to the Control Room Ensure all staff are fully aware of what their role is and what they need to do Liaise with the Help Point to ensure they are processing Visitor Registration Forms effectively Ensure all registration areas are running effectively for visitors Change staff over regularly to ensure breaks Ensure any incidents are reported to the Manager to be logged and dealt with. Data Protection and Information Sharing The information you are processing has personal identifiable information on and may also be sensitive. Care must be taken to ensure any paper work is not left laying around in open view. It should be filled correctly and left secure. No data from a Laptop should be removed and kept externally, apart from the full back up on a Encrypted USB Memory Stick. Back-up the electronic data often on an encrypted USB Memory Stick! Don t leave any paper work lying about, establish a good filling system. Data can be and should be freely shared between the centre, various other centres and the Police Casualty Bureau. If the centre has to be evacuated for any reason (if it is safe to do so) take the Laptop, Encrypted USB Memory Stick and filled Paper work with you. Always make sure at least one person is staffing the area at all times. If you have a secure way of sending the Missing Persons Enquiry Forms between the different centres this may speed up the matching process. If you have difficulty in communications or are unable to electronically send forms between centres, you can use the Beds and Cambs 4x4 Response Team or SERVE Blood Riders to courier the forms. If communications are down you can utilise the skills of RAYNET to pass information between the centres. The personal information collected at an centre will only be used by the responding agencies to provide assistance and support in relation to the emergency. The personal details collected will not be shared or used for any other purposes. Personal information collected at centres will be deleted after its use has expired. If you need any equipment or support to carry out your role ask the Manager.

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13 Staff Registration Instructions Staff Arrival 1. Register any existing staff first. 2. When a member of staff or responder arrives they must be directed to the Control Room before being allowed into the main centre 3. When a Staff member/volunteer arrives, check their ID 4. Complete the Staff and Volunteer Register Use the template form at the end of this guide 5. Provide them a full brief on the current situation 6. Allocate a specific role based on need and assign them to the relevant Coordinator 7. Ensure they are suitably identified as a member of staff 1. If being tasked ensure they are fully briefed on the task and logged out 2. Ensure that staff sign-out on leaving the centre. Staff Departure On-going tasks 1. Staff should stay here until they have been allocated a role or task 2. Someone available to brief 3. Keep an eye on what roles need doing 4. Provide staff refreshments 5. Is a separate staff rest area required 6. Allocate a runner to assist. 7. Give staff the opportunity to discuss experiences during the event. However, make sure they do this in the staff rest area and not in front of visitors. 8. Provide newspapers and magazines for staff. 9. Update staff on the latest information. 10. Ensure staff receive honest information about what to expect where unpleasant or stressful tasks are involved.

14 Assistance Centre Staff Register Assistance Centre Location: Date: Name Organisation Role Car Reg. Mobile No. Time in Time out Time in Time out Time in Time out Time in Time out Sheet. of.

15 5 Visitor Registration Instructions Preparation 1. Make a set of URN Cards (number depends on how many people you are expecting) Use the template in this guide 2. Uniquely number all the URN Cards Use a marker pen and make the numbers as large as you can 3. Get a set of Visitor Registration Forms (number depends on how many people you are expecting) Use the template form in this guide 4. Keep a log of all URN Cards allocated so you know how many people are in the centre at all times Reception Welcome the visitor and give them a numbered URN Card (if you have lanyards and badge holders available use these), Visitor Registration Form and a working pen. Provide the following information: Once in the centre, please can you complete the Registration Form. Once completed please bring it back to the Reception If you need help completing the form see any member of staff or go to the Help Point You will be looked after in the centre and kept up to date with the latest information Keep your URN Card with you, remember to write your name on the front. Visitor completes Visitor Registration Form (self or assisted) and gives it back to Reception. Reception checks the form and ensures the visitor has completed their name on the URN Card. Reception takes completed form to the control room. If the visitor is an unaccompanied under 18 ask two staff members to accompany them to complete registration. Depending on their age and circumstances you may need to set-up a separate Unaccompanied Children s Area. If the visitor arrives with a Pet ask a staff member to accompany them to a Pets Area, where registration will be completed. Tag the Pet with the same URN as the owner and put a P on the owners URN Card. If you are unable to put it on the Pet, you should be able to put it on the cage or box the Pet came in. Pet owners should be reminded that they are responsible for their pet at all times, which incudes: feeding and watering their pet, keeping their animals under control at all times e.g. on a lead, in a basket or cage, clearing up after their pet, exercising their animal (where necessary), providing evidence of inoculations/vaccinations (where possible). Staff at the centre will keep the Pet safe and secure while they are away form their Pet. If the visitor arrives with a clear medical need ask a staff member to accompany them to First-Aid, where registration will be completed. If the visitor is being taken to hospital complete the departure details on the URN Card. Visitor Temporary Exit If a visitor is only leaving the centre temporarily collect their URN Card and keep safe in a box near Reception. When they return give them the same URN Card back. Visitor Permanent Departure If a visitor is going to leave the centre either permanently or for an extended period of time collect their URN Card and complete the departure details on the front of the URN Card. If a visitor is collecting their Pet before departure take them to the Pets Area, where they can complete the departure details on the URN Card.

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17 URN: Name: URN: Name: URN: Name: Complete below on departure Complete below on departure Complete below on departure Date and time left: Destination: Date and time left: Destination: Date and time left: Destination: URN: Name: URN: Name: URN: Name: Complete below on departure Complete below on departure Complete below on departure Date and time left: Destination: Date and time left: Destination: Date and time left: Destination: URN: Name: URN: Name: URN: Name: Complete below on departure Complete below on departure Complete below on departure Date and time left: Destination: Date and time left: Destination: Date and time left: Destination:

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19 Unique Reference Number (URN): Date: Time arrived: Assistance Centre location: Name: Gender: Address: VISITOR REGISTRATION FORM (Note: Put the number from your URN Card here) Your Details (Visitor) MISSING PERSON REPORT (Complete only if you want us to try and locate a specific person. Use one form per person. If you are reporting more than three people please ask for an additional form at Reception). Missing Person Details 1 of Family name: Other name(s): Date of birth: Age: Nationality: Gender: Address: Postcode: Date of birth: Unaccompanied under-18? Yes / No Phone number(s): Car Registration: Mobile: Home: Current location of car: Additional Information Phone number(s): Is the person related to you? Physical: Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Description of missing person Clothing: Other: Pet Details (Complete only if you have brought a pet with you to the centre) Pet type: Pets name: Pets special needs and behaviours: Is a photo of the missing person available? Yes / No Additional Information

20 Family name: Other name(s): Date of birth: Nationality: Address: MISSING PERSON REPORT Missing Person Details Age: Gender: 2 of Family name: Other name(s): Date of birth: Nationality: Address: MISSING PERSON REPORT Missing Person Details Age: Gender: 3 of Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Physical: Description of missing person Physical: Description of missing person Clothing: Clothing: Other: Other: Is a photo of the missing person available? Yes / No Additional Information Is a photo of the missing person available? Yes / No Additional Information

21 5 ADDITIONAL MISSING PERSON REPORT Your name: Your URN: Best number to contact you on: Missing Person Details Family name: Other name(s): Date of birth: Age: Nationality: Gender: Address: of ADDITIONAL MISSING PERSON REPORT Your name: Your URN: Best number to contact you on: Missing Person Details Family name: Other name(s): Date of birth: Age: Nationality: Gender: Address: of Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Physical: Description of missing person Physical: Description of missing person Clothing: Clothing: Other: Other: Is a photo of the missing person available? Yes / No Additional Information Is a photo of the missing person available? Yes / No Additional Information

22 ADDITIONAL MISSING PERSON REPORT Your name: Your URN: Best number to contact you on: Missing Person Details Family name: Other name(s): Date of birth: Age: Nationality: Gender: Address: of ADDITIONAL MISSING PERSON REPORT Your name: Your URN: Best number to contact you on: Missing Person Details Family name: Other name(s): Date of birth: Age: Nationality: Gender: Address: of Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Phone number(s): Is the person related to you? Postcode: Mobile: Home: Yes / No What is their relationship to you? Reason(s) for report Physical: Description of missing person Physical: Description of missing person Clothing: Clothing: Other: Other: Is a photo of the missing person available? Yes / No Additional Information Is a photo of the missing person available? Yes / No Additional Information

23 Records, Tracing and Reuniting Instructions Preparation 1. Prepare a filling system for Visitor Registration Forms and URN Cards 2. If possible prepare a laptop (A laptop and an encrypted USB memory stick are include in the grab box) 3. Create a spread sheet - See the suggested spread sheet headings (A template Excel spread sheet is available on the encrypted USB memory stick) Receipt of completed Visitor Registration Form Missing Person Report Yes No 1. Call the other centres that have been set-up to register the missing person enquiry and find out if that particular person or persons are there or not. 2. If yes, carefully check the information to ensure that you are happy that these are the correct people. Informing family and friends waiting to find out about the person they have reported missing, should be done sensitively. Ask a member of staff to quietly ask the visitor to accompany them to another room so other visitors don t see this to pass on the news. 3. Get sign-off of the match from the Manager before taking further action. If any of the people are Children (under 18) the Local Authority Children s Services must be present at any reuniting. 4. Arrange for reuniting to take place at the designated Reuniting Area. Survivors being brought for reuniting at a Friends and Family Centre should not have to register again. Decide on the best location to reunite. 5. Ensure that anyone leaving a centre for reuniting hands in their URN Card with the departure information completed. On receiving a URN Card with departure details completed Log the person as permanently out of the centre and include the date, time they left and their destination on your spread sheet. Use the Spread sheet as your log and continue to chase up the other centres regularly about any outstanding missing persons enquires. Use the Spread sheet as your log and continue to monitor any outstanding actions. Talk to Reception staff to see how many URNs have been issued to find out how many Visitor Registration Forms are still awaiting completion. Talk to the Help Point staff to ensure any outstanding Visitor Registration Forms are completed and passed to the Control Room. What to do if you have remaining visitors that have not been matched and the person is still missing 1. The details of the persons reported missing and the persons that reported them as missing and still waiting should be passed to the Police Casualty Bureau. If the Police Casualty Bureau has not been opened, details should be passed to the Local Authority to follow up with the Police. 2. The Police will then advice on the best course of action, which may be to deploy a Police Family Liaison Office to the centre. Put the information into a spreadsheet If Police Casualty Bureau activated pass on the information Communication from another centre or Police Casualty Bureau about a missing person Take down the details of the missing person. Check the records (Paper or on the Excel Spread sheet to see if that person is in your centre or not).

24 Are they related? Relationship Family name Other name(s) Date of Birth Age Gender Nationality Address Postcode Mobile Home Reason(s) for report Physical description Clothing description Other descriptive info Photo available (yes/no) Additional information Template Headings for a Records Spread Sheet (Pet details or missing person details should be recorded on the same row the pet owner or the same row as the visitor reporting the person missing) URN First Name Surname Time arrived Gender Address Postcode Date of birth Visitor Details Unaccompanied under 18 (Yes/No) Mobile Home Car registration Current location of car Additional information Date and time left Destination Pet Details Type Name Special needs and behaviors Missing Person Details (if reporting more than one missing person you will need to create one record per person on the spreadsheet)

25 Welfare Coordinator Role Card Your role is to coordinate the provision of welfare services (information, help and advice) to all visitors at the Assistance Centre. Initial Tasks 1. Collect any relevant equipment available 2. Put something on to identify you as the Registration Coordinator 3. Create a team of Welfare staff and brief them on their role. How many staff will depend on the number of visitors expected and the availability of staff. You will need extra volunteers as runners. Briefing for welfare staff: Responsible for the welfare of visitors Meet and greet people and help them through the registration process and completing the Visitor Registration Forms and return the completed forms to Reception Talk to visitors about all the services offered in the centre Listen to visitors, identify any needs and see that these are met Help with visitor entertainment Identify any particularly vulnerable people and make these known to the Welfare Coordinator Help Keep people calm and reduce anger and frustrations. 4. Create a Help Point Team - Set it up, sign it and run the Help Point - Use the Help Point Instructions below. 5. Create a team to run any of the Welfare Areas that have been set-up, referring to the useful tips for the Welfare Areas below: Religious Support Area Crèche Area Reuniting Area. On-going tasks Ensure your Welfare Team are carrying out their roles effectively. Ensure there are enough people in your Welfare Team based on the situation and ensure regular shift changes are in place. Ensure the Help Point is being run effectively Establish a schedule and method for briefing all visitors and keeping them fully up to date on the latest information. Organise entertainment for visitors (there is an entertainment grab box) Refer to the useful tips for entertainment below. In liaison with whoever is providing the refreshments (usually Royal Voluntary Service) ensure visitors needs are met. Ensure any incidents of near misses are reported to the Manager and logged. If the Manager asks for a formal needs assessment to be carried out brief and coordinate your team to carry this out If you need any equipment or support to carry out your role ask the Manager. Useful Tips for Providing Entertainment Young children, older children and adults will need various forms of entertainment. After a few hours, the initial excitement may have declined and people will be looking for something to do. Talk to visitors about what they would like for entertainment and provide this for them as far as is practicably possible. Age groups that may need different forms of entertainment may include: elderly people, babies and toddlers, young children, older children and adults. You may need other suitable entertainment, such as: books, newspapers and magazines, television, colouring pads, play mats, games concels, music. If necessary arrange for a separate area or rooms to be made available for entertainment. Check and ensure the supplies are sufficient and are in good working order, e.g. toys, play mats, newspapers, TVs. Remove any dangerous or inappropriate toys and equipment. Ensure that parents are responsible for their children while they are using entertainment facilities. Ensure that this area is staffed by two people (one male and one female)

26 Help Point Instructions The help point is the place visitors can go to get help for anything they need. The help point includes the following: Help people to complete the Visitor Registration Forms Information provision to visitors Provision of communication facilities for visitors Access to advice and support services for visitors Organise the distribution of resources for visitors if required Manage lost property and secure storage Coordinate needs assessments Helping people to complete the Visitor Registration Forms 1. Welcome the visitor, be aware of stress and trauma a loved one is potentially involved in what ever the incident and they want to report them as missing. 2. Help people in completing the Visitor Registration Form, completing all necessary sections of the form. 3. If they are reporting someone as missing inform them of what will happen next: The form will be taken to another area when they will match you details with anyone that might be at any other centres we have set-up. As soon as we have any information we will let you know. 4. Advise the visitor: If you need any help of assistance please visit the Help Point. 5. Once a Visitor Registration Form is complete ask the visitor to take it back to Reception to hand in. Providing information to visitors: Ensure people can get the latest information and updates on the situation and ask any questions. Staff at the information point will need regular briefings about the current situation and what they can do to reassure and inform visitors. It is important to keep the information point continuously staffed and to post regular updates on an information board. The information must be timely, honest, accurate and understandable. This information should allow people at the centre to make informed choices and be aware of the most up-to-date progress and situation. These people may have suffered bereavement, lost personal possessions or even lost their homes. Providing communication facilities for visitors: Visitors may want to call their friends and relatives to let them know they are OK this is important to them. They may also want to and make emergency phone calls to sort out specific issues. Where practical, the centre should provide the means to do this. Access to the internet and should be provided as well as telephone points if possible. There are some pay as you go mobile phones available in the Help Point Grab Box (if available). Set-up a mobile phone charging point for people to use. Providing access to advice and support services for visitors: Ensure access to any advice that may be required (the best organisation to carry this out is one of the Advice Networks). Advice and support services could include, but not limited to: Emergency temporary accommodation Specialist support services for children and vulnerable adults Practical financial support Support to non-british Nationals such as holiday makers, refugees involved etc. Legal support (short, medium and longer-term legal support such as in court cases, criminal investigations, inquests and inquiries) Financial support (in terms of access to emergency funds, insurance advice and claims, benefit packages, compensation etc.) Work and livelihood support Bereavement and trauma support services (for Children and Adults) Funeral support Commemorations: Books of condolence, memorials and anniversary arrangements Assist with forming support groups Mental health care, assessment and advice Assist with forming support groups Department for work and pensions (jobs and benefits advice) Police family liaison services Religious advice and support Citizens advice bureau services Child care and education Community engagement in recovery Longer term accommodation

27 5 Disaster appeals Access to cash and banking services Access to postal services. Organising the distribution of resources for visitors: It may be necessary to distribute things like wash kits, clothing, overnight bags and bottled water for visitors. A separate point should be set up to control this distribution to ensure people have fair and equal access to the resources being distributed. Managing lost property and secure storage: People may lose personal belongings at the centre. The help point is there to receive any lost property and, as far as practical, return it to the owner. The help point will also coordinate secure storage facilities. It is important to provide a secure area for storing visitors valuables and luggage. Many people may have lost their homes or possessions in the incident. Knowing that their remaining possessions are safe may be of some comfort. It is also important to ensure that the system for looking after valuables is easy to follow as well as secure. Those in charge of property are responsible for labelling and storing securely all baggage and property that evacuees bring into the centre. Coordinate needs assessments To carry out a small scale needs assessment on visitors e.g. to find out accommodation requirements for a small number of visitors. Invite people to the Help Point individually to find out and record their requirements If this is a large centre with lots of people there are some forms that you can use to carry out a rapid specific needs assessment. There are specific forms for travel and accommodation needs, Dietary needs, Stranded motorists, health and medical needs. Issued as many staff as needed with the correct needs assessment form. Ensue they know exactly what is required and how to fill in the form. Go and see visitors in the centre and complete the form. Completed forms should be returned to the Help Point for collating. Process all needs assessments forms to inform the manager what s required. Useful Tips Located in a central point so everyone can see it with easy access and well signed Provide access to a TV (BBC News 24 or Sky News are the best channels to leave on) and/or radio Access to phones Access to computers with internet access Find a secure area (lockable) for property storage Display and have available information leaflets - useful leaflets can be found on the disaster action website (some have been pre-printed and stored in the Help Point Grab Box). A map of the centre showing where services are Have newspapers and magazines available Draw at least two maps of the centre showing entrances, exits and where different services are. Update this often as things change or services are moved. Monitor the use of the communication facilities provided to visitors. Use an information board, keep information fully up to date. Regularly update information on notice boards throughout the centre. Even if there is no new information, you should update the time on the information board at regular intervals. Also use any boards already available in the centre to display information. Deal with people s questions at the help point. Only redirect them if absolutely necessary. If possible, find out details of all local pharmacies, including contact details and opening times, and have them to hand on the help point. Ensure that visitors have access to communication facilities such as telephones, internet and access. Allow privacy for visitors to use the communication facilities, while ensuring they don t abuse them. Deal with and store property and lost property as appropriate. Keep the help point continuously staffed.

28 Facilities Coordinator Role Card Your role is to coordinate teams to ensure the building and any facility related issues are managed. You will be responsible for the management of: Any building related issues Seating areas Parking and transport First Aid provision Refreshments provision Pet facilities Toilets and washing facilities Sleeping arrangements Initial Tasks 1. Collect any relevant equipment available 2. Put something on to identify you as the Facilities Coordinator 3. Create a team to manage the seating areas (Refer to the useful tips section for more advice) 4. Create a team to set-up and erect relevant signage 5. Create a team to manage parking and transport (Refer to the useful tips section for more advice): When available delegate this task to BC 4x4 Response Team You must ensure at least two people are allocated to the car parking areas People in the car park area must wear hi-viability clothing. On-going tasks Solve any building related issued. Manage the smoking area. Set-up a schedule to check on all the areas and keep them maintained (Refer to the useful tips section for more advice). Roam the centre to identify hazards, where possible remove the hazard. Where this is not possible reduce risk as far as practicably possible. Keep passageways/corridors free from obstruction and ensure evacuation routes are clear. Immediately report any health and safety concerns to the Manager. Manage waste, including bins. Clean up any liquid spills and ensure wet floors are cordoned off or signed until safe and dry. Ensure a high standard of hygiene is maintained in the centre. Ensure any incidents or near misses are passed to the Control Room and logged. If people may be asked to sleep at the centre, talk with the Manager to put in place suitable arrangements (Refer to the useful tips section for more advice). If you need any equipment or support to carry out your role ask the Manager. 6. Create a team to manage the provision of refreshments (Refer to the useful tips section for more advice). When available delegate this task to the Royal Voluntary Service (RVS) 7. Create a team to manage the provision of first-aid (Refer to the useful tips section for more advice). When available delegate this task to St. John Ambulance 8. Check on all available toilet and washing facilities and ensure all basic supplies are available (Refer to the useful tips section for more advice). 9. If required create a team to manage the pets area (Refer to the useful tips section for more advice). When available delegate this task to the RSCPA

29 5 Useful Tips for Setting-Up and Running Area Seating Areas Seating and tables spread out and clustered in different places, not all in the same place facing the same direction. Consider setting up clusters of chairs and tables in different locations to help spread visitors in the centre. Parking Areas Parking areas may include: site entrance (RVP); staff parking and control vehicle parking; goods delivery point; coach set-down and collection point; visitors parking; disabled parking and access. It is useful to clearly sign specific parking areas and large outdoor signage is useful to direct people to the centre. Leave a clear route for emergency service vehicle access. Use parking staff to welcome visitors and staff and direct or accompany them to the reception. Make provision for specialist skills personnel; for example, provide RAYNET and/or St. John Ambulance with vehicle access to unload or pack up their heavy equipment during set-up and stand-down. Have staff available to meet and greet arriving vehicles and direct them to the correct locations. If possible, get more staff to help at busy times as it would be better to meet and greet visitors without delay. Refreshment Area Maintain a strict schedule of cleaning to ensure a clean and hygienic environment. Ensure the area does not become cluttered and cramped. Avoid any trailing wires. First Aid Area The First Aid area should be established in close proximity to an area with easy access and egress to the building for the transfer of patients to ambulances. The first aid area should be in an enclosed area where privacy, peace and hygiene can be maintained. Consider how you will manage sterile waste Ensure that all those providing first-aid or other medical treatment are suitably qualified. You have the right to demand proof of qualifications from doctors, nurses and other medical practitioners. Where possible a dedicated fridge should be provided to ensure certain medications are kept to the correct temperature. Medicine should not be stored in the same place as food. It s a good idea to ensure that qualified first-aiders are easily identifiable. Toilets and Washing Areas Monitor supplies in the toilets and washing facilities and replenish as required. Clean up any liquid spills and ensure wet floors are cordoned off or signed until safe and dry. Floors should be kept as dry as possible to avoid slips and falls. If you have access to a yellow warning sign for wet floors use it. Ensure good waste-management practices; for example empty the bins and check cubicles regularly. Ensure disabled visitors know where the disabled toilets are. Are the toilet and washing facilities sufficient? Should extra portable toilets be brought in? If portable toilets are being used, ensure they are emptied regularly, cleaned and checked. You may need: soap, toilet paper, alcohol hand gel, paper towels, nappies, nappy bags, tampons and sanitary towels, air fresheners, cleaning products and equipment, rubber gloves, combs and hair brushes, shower gel, shavers and shaving foam, toothbrushes and toothpaste etc. The highest standard of hygiene and cleanliness should be maintained in the toilet and washing facilities. Hand washing and drying products must be checked regularly and replaced when necessary. Where possible anti-bacterial liquid hand wash should be provided rather than bars of soap. Also, disposable paper towels for hand drying should be provided rather than reusable towels. Toilet roll should be provided in all toilets and replaced as required. At busy times, regular checks of the facilities should be made. Pets Area In most circumstances, animals, except guide dogs, should not be allowed in the centre unless they are fully segregated from visitors. A separate area outside should be established to look after pets. Animals and pets can be hazardous and remain the responsibility of their owners. In most circumstance the handling and feeding animals and pets should be carried out by their owner. Each pet needs to be registered. Dogs can be kept in large areas, such as tennis courts, etc. for up to a maximum of 3 hours, weather conditions permitting. It would also be appropriate to keep dogs in dog cages/kennels. Dog cages would suffice to keep the dogs in overnight. If weather conditions were unsuitable these cages could be moved inside and placed on top of suitable disposable/easy clean waterproof flooring. A pre-designated area for animals to mess in should be identified.

30 Sleeping Area If the centre is to be open overnight or opened during the night, it will be necessary to provide sleeping facilities for visitors, if they cannot be moved to a hotel. It is important to provide adequate bedding facilities and have, if possible, a designated sleeping area/s. Sleeping in an assistance centre will be a last resort. In most cases people will be moved to more suitable accommodation, such as a hotel. Arrange suitable sleeping area(s) to cater for families, single older children and adults, and people with special needs. IMPORTANT: You must consult the people who will be sleeping at the centre as to the layout, family groups, and religious considerations. Ensure the areas where people will be sleeping are clean and hygienic. Ensure staff members are available throughout the night to make regular checks, but keep their noise to a minimum. When establishing overnight arrangements consideration must be paid to gender, cultural and religious beliefs and the wishes of the visitors. However, it may not be possible to meet all the occupant s needs so compromises will need to be reached. Smoking Area Set up a schedule to ensure that the designated smoking area is regularly cleaned and cleared. Bucket of sand or water for people to dispose of cigarettes Unaccompanied Children Area Purpose: to ensure the safety and welfare of unaccompanied or traumatized children arriving at the centre. This should, where possible, be sited in a safe quiet area away from the main hall. The area should be well clear of the food and drinks area. It should be an area set aside not necessarily in the main hall to provide activities and entertainment for unaccompanied children. These can include craft activities and games. Always ensure at least two members of staff are allocated to Unaccompanied Children who have been DBS Checked Request that Local Authority Children s Services are present to organise appropriate care, though developing a child protection plan. If unaccompanied children do occupy the centre, every effort will be made to ensure they are cared for by centre staff that are qualified to do so. Where possible no unaccompanied under 18 should be allowed to leave an assistance centre on their own. If this is unavoidable, make sure the departure details are completed on the URN Card. Religious Support Area Does the building already have a Prayer Area you could use? Allocated trained faith representatives to run the area if available Quiet Area An area set aside where visitors can go and relax away from the noise of the main assembly area. Ensure the area is kept clean and hygienic. Ensure supplies such as newspapers are checked regularly. Ensure visitors are not abusing the area by being noisy and disrespectful. Crèche Area Always two members of staff present Children are the responsibility of their parents in this area Ask for professional services to run the area if it going to be for any significant period of time Reuniting Area Kept private Comfy chairs Only one reuniting going on at any one time. Communication Contingencies If communications are affected by the incident you may have to set-up contingency communications via a group like RAYNET. You will require a closed quiet area to transmit/receive messages; access to external windows to bring in antenna cables; a secure location to place/erect the antenna system; vehicle access to deliver/remove the mass of heavy kit used; on-going vehicle access to deal with engineering issues arising during operations.