CERT and Spontaneous VOLUNTEER MANAGEMENT TRAINING

“WHEN DISASTER STRIKES. . . THEY WILL COME”

CERT in the Support Role

Trained and Affiliated People Resource Knowledge of how to “fit” into ICS Leadership Recognized Prepared and Ready when asked

Santa Barbara Oil Spill Clean Up

2015

Types of Volunteers

4

Affiliated Volunteers– Volunteers who train for a specific role or

function prior to a disaster– Examples are Amateur Radio Operators,

CERT, Fire Corps, American Red Cross

Spontaneous Unaffiliated Volunteers

– People with no previous training come forward to help after a disaster

– Also known as convergent and “walk-in” volunteers

VolunteersRespondingto Incident

SpontaneousUnaffiliatedVolunteers

Volunteersfrom the

Community

IndividualMembers of

NationalService

Programs

Pre-TrainedAffiliated

Volunteers

CERT

AmateurRadi

oOperator

s

Medical

Reserve

Corps

Organize

dTeams

fromNationalService

Program

s

6

Volunteer Connections

Volunteer Reception Center (VRC) Concept

Support City/County in organizing and managing affiliated and spontaneous volunteers for special event planning and emergency incidents

Serve at the request of the City/County “One stop shop” for volunteer

coordination Structure and Organization required!

Volunteer Reception

Center

Volunteer Reception

Center

Planning for Spontaneous Volunteers/Emergency or Disaster

They Will Come...Lessons Learned

10

1989 Loma Prieta Earthquake “Agencies not well prepared or

coordinated; became a public relations issue for many

Spurred development of more formal volunteer systems in CA, e.g., Santa Cruz model for VRC

9/11 More than 60,000 volunteers descended

on WTC Volunteer management became national

security issue because WTC was a crime scene

Volunteering important for psychological recovery of individuals and communities

They Will Come...Lessons Learned

11

2004 Florida Hurricanes More than 100,000 phone calls from volunteers After-action report emphasized extreme importance of

pre-existing relationships and protocols between Volunteer Centers and local government

Report stressed need for consistent unified messaging

Hurricane Katrina Unprecedented need for spontaneous volunteers First time American Red Cross did a “call-out” for

spontaneous volunteers (over 40,000 needed) Tremendous impact and response around the country Even 2,500 miles away, CA provided support to relief

efforts and to evacuees who came here

More They Will Come

Wildfires in LA, Orange and San Diego Counties (multiple years)

Floods 2015 Santa Barbara Oil Spill / Refugio

Beach

Support Players

14

Local Government Volunteer Centers Local COAD (Collaborating Organizations

Active in Disaster VOAD (Voluntary Organizations Active in

Disaster) American Red Cross CaliforniaVolunteers Cal OES FEMA

Standardized Emergency Management System (SEMS)

15

California’s system for managing emergencies

Provides organizational framework for Disaster Response & Recovery

Local government must utilize to be eligible for grant funds and disaster reimbursement costs

What is a “volunteer hour” worth in CA – 2014 $26.87- National Average is $23.07!!!!!!!

Elements of SEMS

16

Incident Command System (ICS) Common Terminology Management by Objective Expandable Organization

Span of Control Five Function Command Structure

Command/Management (Lead Decision Maker Operations (Doers - actions) Planning (Planners – incident specific planning

needs) Logistics (Getters – people and supplies) Finance/Administration (Payers)

Incident Commander

Logistics(Getters)

*Support

*Service

Planning &

Intelligence

(Thinkers)*Situation Status*Future Actions*Documentation

Finance & Administra

tion(Payers)

Operations

(Doers)

*Damage Assessment*S

& R*Medica

l*Care & Shelter - Feeding

*Safety *Communications

Incident Command System

VOLUNTEERS?

SEMS Organizational Levels

18

Field levelLocal government

levelOperational Area levelRegion levelState level

The Countywide Coordination Plan

19

Allows for individual, regional and countywide activation

Mutual Aid Employs standardized

template, plan, forms and training

Why the Need for Volunteer Organization?

20

Provide people an opportunity to be involved in the recovery of their own community

Lead the effort in organizing people resources to where it’s most needed as quickly as possible

Set up an established system to improve and enhance the need for order during a potential chaotic event or a specialized event needing organization and management of people resources

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

Establishing & Operating an VRC

22

Assignments for SUV’s

23

What Can Spontaneous Unaffiliated Volunteers (SUV) Do? Debris Removal General Clean-up Message Runners Answer Phones Office Assistance—clerical, data entry, filing Direct Client Services—food, shelter, comfort Interviewing/Customer Service Translation Services Crowd Control

Establishing a VRC

24

The VRC—a centralized clearinghouse that brings together community needs and people who want to help

The VRC can be set up as: A walk-in center (also known as a Volunteer Reception

Center) A phone bank An online process Or a combination of two or more of these strategies

Through the VRC, each prospective volunteer is referred, based on their qualifications and availability, to an appropriate volunteer opportunity

Establishing the VRC

25

Opening Procedures Identify facility/location Locate supply kit or collect supplies Determine staffing for VRC Plan layout and set up space Establish hours of operation Determine if security is needed Plan food/water for staff Establish communications

Staffing the VRC

26

City Staff and DSWVP Volunteers City Staff Required to Support Volunteer Qualification Requirements Pre-designated VRC Location(s) – primary

and backups Pre-designated Manager(s)

Roles and Responsibilities

Volunteer Matching

VRC Staffing Roles - Manager

28

VRC Manager (1)Purpose—oversees all functions of the

VRCManage set-up, operations and

demobilizationAssign and supervise lead VRC staffRequest staffing/other resource needsMaintain communication with

City/County and EOCClosely monitor operations—

anticipate and make changes as needed

Handle press inquiries; coordinate with EOC’s PIO

VRC Staffing - Safety

Safety Lead (1) and Safety Support (2-3)

Purpose – provide visual presence and oversight of facility to ensure safety.

Monitor site for safety, hazards, including facility and parking locations, etc.

Support Reception and Main Entrance areas as needed

Support set-up, signage, open and closing requirements, and communication needs

Reports to VRC Manager

VRC Staffing Roles – Volunteer Opportunities Coordinator (1) and VOC Support (1-2)

30

Purpose—to proactively identify needs for volunteers in agencies and organizations

Help agencies and organizations complete Volunteer Request Form

Maintain a current and accurate list of volunteer opportunities

Work directly with Volunteer Match Lead to provide opportunities to match volunteer/group to request

Maintain contact with agencies and organizations

Act as disaster volunteer management consultant to agencies and organizations

Work on recruitment for special skills as needed Make sure jurisdiction will provide

appropriate training and supervision for volunteers

Assignments for SUV’s

31

What Can Spontaneous Volunteers (SUV) Do? Debris Removal General Clean-up Message Runners Answer Phones Office Assistance—clerical, data entry, filing Direct Client Services—food, shelter, comfort Interviewing/Customer Service Translation Services Crowd Control

VRC Staffing Roles – Reception Lead

32

Reception Lead (1) and Greeters (2-4) – STATION 1

Purpose—to provide gatekeeper function Greet visitors and field inquiries. Establish a

Volunteer Waiting Area near entrance Distribute Volunteer Interest Forms to

arrivals Collect completed Vol. Interest Form and give

to Interviewer Lead for assignment to Interviewers

Be patient/use public relations skills Direct others to appropriate resources. Use

the Volunteer Connection Form If visitors exhibit symptoms of stress, refer to

mental health through Staff Liaison or VRC Manager

Reduce stress by rotating staff frequently

VRC Staffing Roles- Interviewer Lead

33

Interviewer Lead (1) and Interviewers (5-7)

Station 2 Purpose—to identify capabilities and

availability of potential volunteers Meet Volunteer/Group Lead in waiting area.

Review completed Volunteer Interest Form Conduct brief interview (questions provided).

Listen carefully and watch for “Red Flags” Assign volunteer/group to appropriate

identifier (Green, Yellow or Red) and record on form

Refer Volunteer to the Volunteer Matching Station

VRC Staffing Roles –Volunteer Match Lead

Volunteer Match Lead (1) and Match Team (5-7) – STATION 3

Purpose – to match the volunteer/group to an appropriate opportunity

Collaborates with Volunteer Opportunities Coordinator

Volunteer is escorted to station and introduced to Match Lead.

Match Coordinators will review volunteer opportunities list and make the recommendation of assignment to the volunteer/group

Notify Volunteer Opportunities Coordinator when an assignment is filled

If referring to government agency, send to Registrar – Station R for DSW Registration and OATH.

VRC Staffing Roles - Registrar

35

Registrar (1) – Station RPurpose—to ensure that DSW Volunteers are

properly registered Complete DSWVP Volunteer Form Swear in DSW Volunteer (must be an

authorized local government employee)

Make sure jurisdiction will provide appropriate training and supervision for volunteers

VRC Staffing Roles – Volunteer Data Coordinator

36

Volunteer Data Coordinator (1)

Purpose—to track number of volunteers referred

One person needs to be designated in charge

Collect Volunteer Interest Forms from Volunteer Match Lead

Create and implement manual or computerized system for entering data (see sample Form Data Collection

Prepare a daily report on volunteers referred

VRC Staffing Roles

Use support personnel in positions where needed

Identify by vest, name tag, assignment Use signage but don’t forget people

communicators Debrief after each shift Everyone should be part of the

conversation Consider an evaluation tool or survey

post event Document actions – if you didn’t write it

down; it didn’t happen Use technology as available

Being Ready to Support an VRC

38

Prepare YOUR home with emergency supplies

Create and practice your family/workplace Disaster Plan

Create Mini-Car/Work Survival Kit Current Identification Maintain Training Stay connected as an affiliated

volunteer – we will need YOU!

Developed by Kelle Remmel, Remmel Consulting

2009kelleremmel@gmail.com

This training is modeled after the custom Emergency Volunteer

Center (EVC) Curriculum 39