Training for Coordinating Unaffiliated Volunteers

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UNAFFILIATED VOLUNTEERS IN UNAFFILIATED VOLUNTEERS IN RESPONSE AND RECOVERY

As surely as disasters will happen, volunteers will come. Many emergency managers admit to being unnerved by the prospect of coping with volunteers because there are so many unknowns.

•How many will come and when? •Will any of them have the skills we really need?• What happens if somebody gets hurt? •Where will they stay? •Who will feed them and how? •How will they know where to go and what to do? •Who will manage them?

Some of the questions often asked are:Some of the questions often asked are:

Because many unaffiliated volunteers lack the specific disaster training offered by Citizen Corps Programs, the American Red Cross, the Salvation Army and others, there is understandable reluctance among emergency management professionals to consider convergent volunteers as a resource to be counted on in the event of a major disaster.

It is logical for the traditional volunteer response organizations, as well, to be wary of well-intended but inexperienced volunteers whose efforts have sometimes hindered rather than helped response and recovery operations.

What are UnaffiliatedWhat are Unaffiliated Volunteers and What Volunteers and What Do We Do with Them? Do We Do with Them?

Unaffiliated volunteers are those not associated Unaffiliated volunteers are those not associated recognized disaster response agency.recognized disaster response agency.

They possess other training, skills and experience They possess other training, skills and experience and appear on the scene or call to offer and appear on the scene or call to offer assistance. assistance.

How did we get here?How did we get here? Patterned after a successful volunteer

management process initiated by Volunteer Florida in response to hurricane disasters, and 911,The Points of Light along with the Corporation for National and Community Services began training Volunteer Centers through out the United States to meet needs identified in within each state.

Since it’s conception some revisions have been made. In addition to being a site for unaffiliated volunteers it has also to become a staging area for Citizen Corps volunteers as well.

If You Plan, They Will Come – Even If You If You Plan, They Will Come – Even If You Don’t Don’t

Plan, They Will Come!Plan, They Will Come!

The good news is that, no matter who or how The good news is that, no matter who or how many “they” turns out to be, the procedure many “they” turns out to be, the procedure for managing unaffiliated volunteers is the for managing unaffiliated volunteers is the same. same.

1.1. It’s straightforward, logical and easy! It’s straightforward, logical and easy! 2.2. It can be used in any size community, with It can be used in any size community, with the participation of any combination of the participation of any combination of

community resources, for any type of community resources, for any type of disaster, no matter how extensive the disaster, no matter how extensive the damage. damage.

UNAFFILIATED VOLUNTEERS IN RESPONSE UNAFFILIATED VOLUNTEERS IN RESPONSE AND RECOVERY AND RECOVERY

Public PerceptionPublic Perception

Well managed non affiliated volunteers contribute Well managed non affiliated volunteers contribute to a positive public perception of your response to a positive public perception of your response and recovery effort. Professional responders and and recovery effort. Professional responders and trained, affiliated volunteers must maintain a “big trained, affiliated volunteers must maintain a “big picture” perspective and remain focused on their picture” perspective and remain focused on their missions. Unaffiliated volunteers, on the other missions. Unaffiliated volunteers, on the other hand, often have more time to meet the individual hand, often have more time to meet the individual needs of survivors, to hold a hand or offer comfort needs of survivors, to hold a hand or offer comfort and encouragement. and encouragement.

UNAFFILIATED VOLUNTEERS IN RESPONSE UNAFFILIATED VOLUNTEERS IN RESPONSE

AND RECOVERYAND RECOVERY The key words in this dilemma are “major The key words in this dilemma are “major

disaster.” disaster.” When a community experiences a disaster of When a community experiences a disaster of

such magnitude that the capacity of local such magnitude that the capacity of local response organizations is severely response organizations is severely challenged, volunteers will respond. Media challenged, volunteers will respond. Media coverage of such events brings graphic coverage of such events brings graphic images of the victims and their damaged images of the victims and their damaged property into living rooms in neighboring property into living rooms in neighboring counties and states. Such coverage evokes counties and states. Such coverage evokes viewers’ compassion for the victims and a viewers’ compassion for the victims and a willingness to helpwillingness to help

Through a short screening process, a volunteer Through a short screening process, a volunteer coordinator might learn that a spontaneous coordinator might learn that a spontaneous volunteer who listed “accountant” as his volunteer who listed “accountant” as his occupation also has the skills and occupation also has the skills and

tools needed to trim trees or owns a boat that tools needed to trim trees or owns a boat that could be used for search and rescue. Along with could be used for search and rescue. Along with their skills, they bring strength and energy, their skills, they bring strength and energy, optimism for the future of the affected optimism for the future of the affected community, and concern for those who are community, and concern for those who are suffering, both survivors and weary responders. suffering, both survivors and weary responders.

First Responders typically can last from 30 to 72 First Responders typically can last from 30 to 72

hours before exhausting themselves.hours before exhausting themselves.

How it is doneHow it is done A Volunteer Reception Center (VRC) provides a A Volunteer Reception Center (VRC) provides a

place where large numbers of volunteers can be place where large numbers of volunteers can be efficiently processed and referred to agencies efficiently processed and referred to agencies needing their services. The process described needing their services. The process described here provides an easy way to document here provides an easy way to document volunteers being registered, requests for volunteers being registered, requests for volunteers, VRC staff hours worked, and volunteers, VRC staff hours worked, and expenses incurred. A volunteer reception expenses incurred. A volunteer reception center is a perfect staging area for “John Q center is a perfect staging area for “John Q Public” or Citizen Corps volunteers to wait for Public” or Citizen Corps volunteers to wait for their assignments.their assignments.

The Reception CenterThe Reception Center

The following is a quick overview The following is a quick overview of the reception center stations & of the reception center stations &

how it workshow it works

Begin the registration processBegin the registration process

The process will include registering and The process will include registering and quicklyquickly interviewing volunteers to determine their skills, interviewing volunteers to determine their skills, abilities and limitations; referring each to a abilities and limitations; referring each to a requesting agency with the name of the requesting agency with the name of the supervisor to whom they should report; providing supervisor to whom they should report; providing identification tags or bracelets with the date and identification tags or bracelets with the date and agency or ESF to which the volunteer was agency or ESF to which the volunteer was referred; and providing a basic safety briefing. referred; and providing a basic safety briefing.

Station #1 Registration / Orientation Station #1 Registration / Orientation

Greeters give volunteers instruction sheets, Greeters give volunteers instruction sheets, ask them to fill out registration forms and ask them to fill out registration forms and give them a brief orientation to the give them a brief orientation to the registration process. If possible, this station registration process. If possible, this station should be located outside or in a room should be located outside or in a room adjacent to the main registration area, to adjacent to the main registration area, to minimize the commotion and stress inside minimize the commotion and stress inside the Volunteer Reception Center. the Volunteer Reception Center.

Station #2 Interviews/ BackgroundsStation #2 Interviews/ Backgrounds

Depending on the situation a law enforcement Depending on the situation a law enforcement liaison may run backgrounds on potential liaison may run backgrounds on potential volunteers if there are no reception center volunteers if there are no reception center personnel available to do backgrounds. personnel available to do backgrounds. Volunteers are then given badges.Volunteers are then given badges.

The volunteer is given a referral form telling him The volunteer is given a referral form telling him where and to whom he should report to where and to whom he should report to volunteer. He then proceeds to Station #3. volunteer. He then proceeds to Station #3.

Station #3 Data CoordinationStation #3 Data Coordination

The volunteer presents his referral form to the The volunteer presents his referral form to the Data Coordinator, who records the referral. The Data Coordinator, who records the referral. The Data Coordinator communicates, as needed, Data Coordinator communicates, as needed, with the requesting agency so that, when the with the requesting agency so that, when the need has been met, the request can be closed need has been met, the request can be closed out. The volunteer takes his referral form to out. The volunteer takes his referral form to Station #4. Station #4.

Station #4 Safety Training Station #4 Safety Training

The Safety Trainer will document the attendance The Safety Trainer will document the attendance

of each volunteer and present a prepared safety of each volunteer and present a prepared safety briefing appropriate to the specific disaster briefing appropriate to the specific disaster event. At the conclusion of the briefing, the event. At the conclusion of the briefing, the trainer will refer volunteers to Station #5 for trainer will refer volunteers to Station #5 for specific job training or to the transportation area specific job training or to the transportation area for a ride to the job site. for a ride to the job site.

Station #5 Specific Job Training Station #5 Specific Job Training Job training specific to each worksite or function Job training specific to each worksite or function

can be provided before volunteers depart for can be provided before volunteers depart for their work areas. their work areas.

If possible, training should be given by someone If possible, training should be given by someone

with first-hand knowledge of current operations with first-hand knowledge of current operations at the site. As interviewers are available, a at the site. As interviewers are available, a Greeter ushers in new volunteers. At the Greeter ushers in new volunteers. At the completion of the interview, the volunteer is sent completion of the interview, the volunteer is sent to a “staging area and deployed.to a “staging area and deployed.

Other Support Functions Other Support Functions

In the following support functions assigned In the following support functions assigned volunteers are doing more “behind the volunteers are doing more “behind the scenes” work and do not typically interact scenes” work and do not typically interact with the public.with the public.

Phone BankPhone Bank

The critical function of the phone bank The critical function of the phone bank staff is to take calls from individuals and staff is to take calls from individuals and groups wishing to volunteer and from groups wishing to volunteer and from organizations needing volunteers. Each organizations needing volunteers. Each call is recorded and posted on the call is recorded and posted on the request board or forwarded to the Data request board or forwarded to the Data Coordinator. Coordinator.

Data EntryData Entry

Data entry staff enter the Requests for Data entry staff enter the Requests for Volunteers and the Volunteer Registration Volunteers and the Volunteer Registration Forms into the computer. When the influx of Forms into the computer. When the influx of volunteers subsides, staff can begin entering the volunteers subsides, staff can begin entering the referrals recorded on the Request for Volunteers referrals recorded on the Request for Volunteers forms and close out the completed requests. As forms and close out the completed requests. As needed by the interviewers and the data needed by the interviewers and the data coordination section, data entry staff can print coordination section, data entry staff can print updated lists of the unfilled requests. updated lists of the unfilled requests.

Supply RoomSupply Room

This area should be located in a room This area should be located in a room that can be secured and should be that can be secured and should be accessed only by VRC staff. accessed only by VRC staff.

Public Information

The Public Information Officer is the only staff member to make statements to the Emergency Manager’s Public Information officer. It is very important to continue our jobs as a reception center and let the main PIO field handle any questions from the media.

Runners

Runners are an integral to the smooth operation of the center. Any station needing assistance raises a small flag to summon a Runner. Runners post new requests for volunteers on the request board, carry information from one station to another, escort guests, and deliver supplies to the stations.

Staff Break Area

Though not always considered, a break area should be established. Noise, frustration, the general sense of urgency and the intensity at which the VRC staff will be working will cause stress to build. Providing a quiet room with low light and ensuring that staff take short breaks whenever possible will help everyone to operate efficiently and minimize the stress.

Be Ready for Anything!Be Ready for Anything!

Understanding that a role you have trained Understanding that a role you have trained for may not be the same role that is asked for may not be the same role that is asked of you in an emergency !!!!!of you in an emergency !!!!!

Roles & Responsibilities: Roles & Responsibilities: RecoveryRecovery

Since a Disaster begins and ends within a Since a Disaster begins and ends within a community it is essential to debrief every community it is essential to debrief every person involved in the process of person involved in the process of activating a Volunteer Reception Center. activating a Volunteer Reception Center.

What is nextWhat is next

Check your community to see if there are Check your community to see if there are any volunteer agencies in your area. any volunteer agencies in your area. Approach them and see if they have a Approach them and see if they have a volunteer reception center or would like to volunteer reception center or would like to set one up. The Volunteer Centers of set one up. The Volunteer Centers of Michigan can also be contacted and are Michigan can also be contacted and are willing to help. willing to help.

Volunteer Centers are trained in Volunteer Volunteer Centers are trained in Volunteer Management and through our work know Management and through our work know how to recruit and manage nonaffiliated how to recruit and manage nonaffiliated volunteers, “John Q Public”. First volunteers, “John Q Public”. First responders and affiliated responders and affiliated agencies do not do not have the time or resources to handle such have the time or resources to handle such a big task. Working together to create a a big task. Working together to create a safer community is what we all want.safer community is what we all want.