Training Sponsored by: Regional Lead Emergency Volunteer Training This document was prepared under a grant from FEMA s Grant Programs Directorate, U.S. Department of Homeland Security. Points of view or opinions expressed in this document are those of the authors and do not necessarily represent the official position or policies of FEMA s Grant Programs Directorate or the U.S Department of Homeland Security.
Sample Role within Office of Emergency Services and Emergency Operations Center Joint Information Center City/County PIOs 2-1-1 Call Centers Emergency Manager Operations Planning Logistics Finance/ Administration Safety Volunteer Management Seat Donations Management Seat Regional VOAD
Why We Need to Coordinate Volunteers in Emergencies To direct the outpouring of human resources to where it s most needed as quickly as possible To create order out of potential chaos To give people an opportunity to be involved in the recovery of their own community
Types of Disaster Volunteers Affiliated Volunteers Volunteers who are pre-trained through an agency for a specific role or function prior to a disaster Examples are: Amateur Radio Operators, Salvation Army, Community Emergency Response Teams (CERT), American Red Cross and Volunteer Centers Spontaneous Unaffiliated Volunteers People and groups (i.e. church, work, service club) with no previous disaster training who wish to help in a disaster. Also known as convergent, emergent, and walk-in volunteers
Spontaneous Volunteers and Recent Disasters: Hurricane Katrina Unprecedented need for spontaneous volunteers First time American Red Cross did a call-out for spontaneous volunteers (more than 40,000 were needed) Tremendous impact and response around the country Even 2,500 miles away, CA provided support to relief efforts and to evacuees who came here, through web and phone based volunteer matching 2011 Alabama Tornadoes 16,000 volunteers registered and 5,000 activated within six days of incident More than 15 Emergency Volunteer Centers were open throughout the state
Emergency Volunteer Center During Hurricanes Katrina and Rita
Volunteer Center Emergency Volunteer Corps or Cadres Pre-trained volunteers who will be called-upon to help manage the outpouring on spontaneous unaffiliated volunteers (SUV s) in disasters. These volunteers can: Manage and staff the Emergency Volunteer Center Assist 2-1-1 Call Centers with outpouring of disaster and emergency-related calls from the public Participate in local disaster drills and exercises Help with local emergency efforts i.e. County Public Health H1N1 immunization clinics in 2009
Types of Emergency Volunteer Centers (EVC) The Emergency Volunteer Center can be set-up as: A walk-in center or physical location -To handle a large outpouring of spontaneous volunteers and process them quickly. -To keep open no more than 1-2 weeks (expensive and labor intensive) A Virtual or Web-based EVC -A web-based registration process via the Internet -Still need volunteers to manage this, but a lot fewer 2-1-1 Call Centers for after hours phone bank -Handles inquiries about EVC hours and location when EVC is closed. -Volunteers are needed for this too!
The Walk-in Emergency Volunteer Center
Emergency Volunteer Center Floor Plan (sample) Volunteer Registration Stations Volunteer Seating Area Staff Only Areas Dry Erase Board Bulletin Boards Station #1 Reception Desk Station# 3 Volunteer Needs Phone Bank (volunteers do not go here) Interviewer Seats Volunteer Entrance Administration & Logistics Station# 4 Volunteer Matching Desk Volunteer Seats Station #2 Intake Desk Management/ Planning/Finance (volunteers matched w/ jobs) Seating Area Radio Operator Phone Bank 211 Station #5 Safety Briefing (Go to #7 if not volunteering at EVC) Station#6 EVC Staff Training (only for Volunteers who will work in EVC) Supply and Meeting Area Optional Nonprofit Agency Training Area Optional Government Agency Training Area Exit EVC Staff Break Room
Emergency Volunteer Center Greeters Purpose: They are the EVC ambassadors and traffic controllers. They are the first person from the EVC that a volunteer will meet Duties: Greet and thank volunteers as they arrive and direct them to the reception desk They do doorway triage and will re-direct people if they are not there to register to volunteer
Station #1: Reception Desk Purpose: They get volunteers started on the paperwork Duties: Greet visitors and field inquiries Distribute volunteer intake forms for completion Demonstrate patience and good communications skills Refer potential volunteers to other resources, if needed
Station #2: Volunteer Intake Desk Purpose: To interview spontaneous volunteers Duties: Check that volunteer has completed Intake Form Conduct brief interview with volunteer, confirm skills and availabilities After interview, direct potential volunteer to wait to be called by the Volunteer Matching desk Watch for Red Flags i.e. volunteers who would not be appropriate to refer, discreetly mark concerns on Intake Form in the given space
Station #3: Volunteer Needs Phone Bank Purpose: They are the central point for incoming volunteer opportunities Duties: Intake need for volunteers over phone and email and complete Volunteer Needs form Is in contact with Volunteer Liaison at the City/County Emergency Operations Center Makes calls to agencies to generate volunteer needs Shares current volunteer opportunities with Volunteer Matching Desk
Station #3: Volunteer Needs Phone Bank cont. Duties: Checks with Volunteer Matching Desk for status of posted opportunities May go in the field, meet with disaster agencies to determine additional volunteer needs Follows-up with the person/agency needing assistance to make sure their needs were met or to see if they have additional needs Post volunteer needs on the Internet (virtual EVC only)
Station #4: Volunteer Matching Desk Purpose: To match the potential volunteer with a volunteer position Duties: Match skill-set, availability and interest of potential volunteer to current volunteer need Collect and complete the Disaster Volunteer Referral form. Updates status of open volunteer opportunities (informs Volunteer Needs Desk when a position has been filled) Check with Volunteer Needs Desk for new needs/jobs and posts at their station
Station #5: Safety Briefing Purpose: Duties: To give volunteers who are about to be deployed simple safety instructions before they go out into the field Give safety instructions to all volunteers On location job training. (May be required for County positions i.e. how to sandbag. A government official would be present to do this)
Station #6: EVC Staff Training Purpose: Duties: To train volunteers and staff at the EVC before they report to work at the EVC Provide overall training on EVC operations Provide training specific to EVC stations Provide EVC operation updates to returning EVC staff and Volunteers
EVC Runners Purpose and role: Is a rover at the EVC who watches for the orange runner flag at an EVC station. When flag is raised, the runner checks with the station to see what they need Provides assistance to EVC leadership staff in obtaining information May require work in field i.e. getting food for the EVC or seeking out volunteer needs from agencies Provides back up (relief) to all desks when needed
The EVC Manager Purpose: To provide overall direction/management to the EVC Duties: Respond to call to open an EVC Activate call-out to Emergency Volunteer Corps Members Manage set-up, operations and demobilization Assign and supervise lead EVC staff Request staffing/other resource needs from jurisdiction s Emergency Operations Center (EOC) Maintain close communication with EOC Closely monitor operations and changes needed Handle press inquiries; coordinate with the EOC Public Information Officer Handles and keeps track of all purchases for EVC
What can Spontaneous Volunteers do to help? Debris Removal General Clean-up Message Runners Answer Phones Crowd Control Translation Services Counseling Services Office Assistance clerical, data entry, filing Direct Client Services food, shelter, comfort Interviewing/Customer Service Sort clothing and furniture donations Take care of displaced animals Sandbagging Help Staff the EVC!!
Are volunteers expected to work more than one day? It is up to the volunteer. Whether it is a day, a week or for many months, giving back to the community during disasters is always appreciated and needed! Spontaneous volunteers sometimes enjoy their experience so much that they choose to affiliate themselves with a disaster-related agency. They then become trained and ready to help in the next disaster.
The Virtual Emergency Volunteer Center
Virtual Emergency Volunteer Center
The Virtual Emergency Volunteer Center Virtual: -Only use for standard messaging if Walk-in EVC is in operation -Once EVC is closed move to Virtual EVC -Still need EV Corps or Cadre volunteers to help manage -Can be updated from almost anywhere -Less labor intensive -Fielding and posting volunteer needs is critical!
Virtual EVC Duties and Positions Virtual EVC Positions: Manager - In charge of Virtual EVC operations Volunteer Needs - Intakes and updates volunteer needs over phone and email and posts on website. - Trains agencies on how to post volunteer opportunities - In contact with Volunteer Liaison at EOC when it is open Phone Bank - Fields calls from the pubic about volunteering in disaster EVC Staff Training - Trains volunteers Internet technology posting and updating volunteer needs
Emergency Volunteer Center Training QUESTIONS??? Training Sponsored by: This document was prepared under a grant from FEMA s Grant Programs Directorate, U.S. Department of Homeland Security. Points of view or opinions expressed in this document are those of the authors and do not necessarily represent the official position or policies of FEMA s Grant Programs Directorate or the U.S Department of Homeland Security.