Volunteer Reception Center

1. G E M A Georgia Emergency Management Agency Office of Homeland Security Volunteer Reception Center Janay Stargell Faith-based/NGO Coordinator

2. Definitions • Volunteer: any individual accepted to perform services by the lead agency (which has authority to accept volunteer services) when the individual performs services without promise, expectation, or receipt of compensation for services performed.

3. Definitions • Affiliated Volunteer Is one who is affiliated with either a governmental agency or NGO and who has been trained for a specific role or function in disaster relief or response during the preparedness phase. Examples of affiliated volunteer groups include Community Emergency Response Teams (CERT), the Volunteers in Police Services (VIPS) program. • Spontaneous Volunteer Is an individual who comes forward following a disaster to assist and are not affiliated with a governmental agency or NGO. By definition, spontaneous volunteers are not initially affiliated with a response or relief agency. They may possess skills and experience that can be useful in the relief effort, but require specific just-in-time training. Spontaneous volunteers may also be referred to as unaffiliated volunteers or convergent volunteers.

4. Why Do People Volunteer? • Since wish to help • Religion or faith • Have been survivors in the past • Want to be part of a cause • Respond to media reports • Want a tax break • Introduce a new product into the market • Clean out closets

5. Coordinating Volunteers • Benefits of an organization: • Delegate responsibilities • - Volunteer Management Plan • - Volunteer Reception Center • - Donations Management Plan • - Points of Distribution • Coordination • - Who is doing what and where • Public Outreach • - Volunteer lead activities • What options are there? • Citizen Corps Council • Regional Voluntary Organizations Active in Disasters (VOAD) • Why do I need a formal organization to help coordinate? • Communication, Coordination, Collaboration, Cooperation

6. What are Community Organizations Active in Disaster? Includes: • Public • Private • Nonprofit • Faith-Based • Representative from Chamber of Commerce • Civic Organizations • Other organizations that do something to help during a disaster. • A collaborative effort of stakeholders that come together to build resiliency in their communities. • The goal of the organization is to realize cooperation, coordination, collaboration, and communication among member organizations in all phases of emergency management. *NOT limited to volunteer agencies.

7. What can Spontaneous Volunteers do?

8. What can Spontaneous Volunteers do? • Clean-up/Inside: pick up and dispose of debris, clean furnishings and equipment, replace library books and other fallen items, do maintenance and custodial work • Clean-up/Outside: clear roads blocked by toppled trees, remove and haul away fallen brick and other debris from sidewalks and roadways, shovel mud, fill sandbags • Clerical Support: assist with range of clerical duties including copying, faxing, mailing, acknowledging donations • Damage Assessment: go door to door in a designated area, observing and noting exterior damage • Data Entry: enter information onto computer data bases • Donated Items: staff designated collection and distribution sites, inventory goods • Drivers: transport people to work sites, deliver goods, drive courier routes • Family Service Interviewing: interview applicants for Red Cross assistance • Food Preparation Crews: cook hot food, prepare cold food (sandwiches, etc.) serve food and beverages at fixed and mobile sites • Greeters/Receptionists: greet public, give information , refer to appropriate worker or location • Interpreters: assist in wide variety of settings, wherever and whenever bilingual workers are unavailable • Phone Bank Workers: answer phones, provide information , make referrals • Researchers: call or visit agencies/work sites to assess needs and report back • Runners: take messages between agencies, work sites, and command centers • Security: check IDs at entrances and exits to facilities where security is vital to safe, smooth operations • Sorter/Packers/Loaders: sort, pack, and or load goods (food, clothing, etc.) • Training: those with detailed knowledge of subject area and proven training ability, train other volunteers.

9. How to Mange Spontaneous Volunteers • Prepared public messaging • Volunteer Reception Center

10. Public Messaging • If volunteers are needed • When and where they should come to volunteer • What type of work the volunteers are most needed for • What volunteers need to bring with them • What volunteer conditions are like

11. Volunteer Reception Centers

12. Volunteer Reception Center • Goal of a VRC is to more efficiently manage spontaneous volunteers • Scalable to fit the volunteer influx • May be virtual, physical, or both. • VRC’s should be established as soon as it is safe to do so following a disaster and can stay open for extended periods of time (weeks, months). • Ideally all spontaneous volunteers are funneled to the VRC before being directed to work sites.

13. All Disasters are Local • Local jurisdiction or region develops volunteer management plan and has capacity to operate VRC. • Local jurisdiction or region is not able to run VRC and requests mutual aid from surrounding counties • Local jurisdiction or region is not able to run VRC and requests aid from state. State will coordinate with available resources to meet request.

14. Volunteer Reception Center Operations

15. Planning for VRC Operations Based on past emergencies, there are several important operational issues to take into account when planning for VRC operations. These issues include: • Conduct volunteer orientation to ensure each volunteer understands expectations, policies, etc. • Establish volunteer identification system that addresses the type(s) of identification to be issued, access restrictions based on identification issued, and timeframes for reissuance to ensure that all volunteers onsite have been registered. • Coordinate with emergency management, public information , and other key response/recovery functions. • Assign Responsibility for maintenance of volunteer database(s). • Establish documentation system for recording volunteer hours, especially if they are eligible for reimbursement from FEMA.

16. VRC Activation

17. VRC Activation Procedures A VRC may not be required in all emergencies but should be planned for nonetheless. In larger emergencies or disasters, a VRC can serve to organize the volunteer response by: • Registering spontaneous volunteers so organizations know who has reported, their skills, and other important information required for assignment. • Matching the skills of spontaneous volunteers to agencies or voluntary organizations needing assistance. The plan should include guidance to prepare one of more agencies to activate and operate a VRC and who can authorize VRC activation.

18. Establishing a Volunteer Reception Center When activated, VRCs should be established as described in the spontaneous volunteer management plan. It is quite possible that some variance from the plan will be required based on the circumstances surrounding the emergency , the number of spontaneous volunteers, and other factors. The plan should serve as a starting point, though. When an emergency requires activating the VRC, activation must occur quickly and efficiently. Procedures for establishing a VRC should be developed jointly with stakeholders, in advance of any disaster or emergency, and agreement should be reached on: • Site selection • Staffing • Other resource support • What agency or agencies will pay for what aspects of VRC operations. VRC activation should be approved by agency or organization leaders and included in volunteer agreements. Procedures should be incorporated into a Volunteer Management Annex to the Emergency Operations Plan and exercised as part of the jurisdiction’s overall response plan.

19. Risk Management & Safety • Because volunteer safety and risk management are paramount, it is crucial that volunteer programs develop, implement, and adhere to safety policies. Below are some policies to help keep volunteers and others in the community safe:- Implement an identification system that limits volunteers’ access to areas where they are assigned. Photo IDs are best. Colored stickers can be used to identify approved areas. If site access remains a problem, IDs should be changed and reissued at specified intervals.- Develop security procedures for spontaneous volunteers. Use a guard or other mechanism to verify site authorization.- Issue personal protective equipment (PPE), train volunteers in how to use it, and enforce use of such equipment.

20. Site Selection Site selection for the VRC is extremely important. Any site under consideration as a VRC should: • Be out of high risk areas • Be secure, either by location or through other security measures • Be large enough to accommodate all VRC stations, equipment, and traffic flow • Provide adequate space for volunteers • Include areas for conferences, orientations, and safety briefings • Have food facilities or be within walking distance to food sources • Provide adequate parking for staff and volunteers. Empty stores may make good VRCs.

21. VRC Location Considerations: Size, Location, Current Use, Facilities, Access, Parking

22. VRC Equipment Needs The VRC will need specific equipment to ensure proper volunteer intake, registration, assignment, safety, and demobilization. Resource availability and deployment times (by organization) should have been covered during plan development and will include: • Office furniture, including space dividers • Office supplies • White boards or chalk boards • Communication equipment (ex: radios, faxes, computers, etc.) • Software • Maps and map stands • Directional signs • Hygiene supplies • Vehicles Other equipment may be required as well. Check the resource list for the Emergency Operations Center (EOC) for other equipment suggestions.

23. Example of VRC Room Arrangement

24. Stations • Reception/Orientation • Registration • Interview/Assignment • Data Entry/Agency Coordination • Onsite Training/Safety Briefing

25. Example of Training Area in VRC

26. Example of Call Center

27. Greeting and Registration • Volunteers will be greeted and instructed to sign in on the VRC Arrival Sign-in Form to ensure they are seen in the order of arrival, minimizing wait time. • Volunteers will be given a brief orientation to the registration process. Greeters will hand out:- Volunteer Instructions Checklist-Disaster Volunteer Intake and Referral Form-Liability Waiver

28. Example of a Volunteer Reception Center in Action http://www.youtube.com/watch?v=LLkrDtK721w

29. Examples of VRC Forms

32. Interview/Assignment • Interviewer will call name of next volunteer, interview volunteers about their skills, abilities, and interests, and identify appropriate available jobs. • The interviewer will give volunteers a Disaster Volunteer Referral form and send them to the Data/Agency Coordination Station. • If an spontaneous unaffiliated volunteer cannot be matched with a Request for Volunteers at this time, he/she will be directed to a waiting area within the VRC, encouraged to report back to the VRC at a later time, be advised that he/she will be contacted when needed or that his/her services are not required at this time.

34. Data & Agency Coordination • The Volunteer will present the Disaster Volunteer Referral form, which is matched with a Request for Volunteers form. • An attempt will be made to contact the requesting agency representative to let him or her know when a volunteer has been assigned and to confirm any other volunteer needs. • Volunteers will be sent to the Safety Briefing/Training Station. (Any credentialed volunteers may go straight to the worksite) • This station will also digitize volunteer registrations, volunteer requests and work orders, and completed jobs. As well as maintain job opportunities board.

35. Open Jobs Opportunities Board Number Volunteers needed: Open Jobs: Special needs: Volunteers Coming:

38. Data & Agency Coordination Technology • Working on developing a portal on WebEOC to manage data. • Other options include: Microsoft Access, Excel, customized software applications.

39. Onsite Training and Safety Briefing • Volunteers will be given a briefing regarding the conditions of the disaster, what they can expect in the disaster environment, and precautions they should take to ensure their personal, physical, and mental health and safety and safety of those around them. Volunteers must sign the Safety Training Attendance Record and receive proof of completion. • Agencies will have the responsibility of confirming the identity of spontaneous unaffiliated volunteers, issuing identification and credentials to all volunteers they assign as their policies and procedures dictate of the assignment given to the volunteer warrants. • If there are not sufficient capabilities from affiliated volunteers to take in spontaneous volunteers. Groups of spontaneous volunteers can be formed and given wrist bands and given a team leader form an affiliated organization.

40. General Points to incorporate in the VRC safety training • (To be edited to meet the specific needs of the incident) • Dress for the weather and conditions. • Personal Protective Equipment (Gloves, sunscreen, hat, boots). • Bring water, Drink water. • Wash hands as often as possible. • Be aware of your stress. • Only 18 and older in the disaster areas. • What if you’re injured? • Attend any debriefing activity at the end of your shift. • Follow all instructions given to you by your supervisor.

41. Positions

42. County Volunteer Coordinator EOC • County designated Volunteer Coordinator • Act as point of contact with the Emergency Operations Center • Serve as liaison to Non-Governmental Organizations that need volunteers • Relay volunteer requests to VRC interviewers • Should have existing relationship with local volunteer groups/agencies • Assist NGOs with disaster volunteer management issues County Volunteer Coordinator

43. VRC Manager • Duties • Secure and open VRC Facility • Manage VRC set up, operations, and demobilization • Request staffing and other resources for VRC operations • Assign and supervise lead VRC staff • Coordinate press inquiries with Jurisdictions PIO • Maintain close communications with County’s Volunteer Coordinator • Optional position to build in: • Public Information Officer (PIO) • Safety Officer

44. Operations Team Lead • Duties • Greeter Team Lead- Check credentials of affiliated volunteers- Distribute forms as needed- Orient volunteers and assist through the process • Registration Team Lead- Establish and maintain registration station - Collect intake and referral forms • Interview/Assignment Team Lead- Establish and maintain Interview/Assignment station • Data & Agency Coordination Team Lead- Establish and maintain Data & Agency Coordination station- Enter/manage data on volunteers- Enter/manage data on agency requests- Establish and manage tracking process for volunteer needs and replacements • Runner Team Lead (if applicable)- Internal communications as needed • Field Team Lead (if applicable)- Establish and maintain field outposts and volunteer records in the field- Maintain close communication with VRC regarding volunteer flux

45. Phone Bank Team Lead • Ensure that all phone operators are knowledgeable about all forms and operations. • Ensure that all forms are distributed to proper stations. • NOTE: Phone bank may or may not be in/under VRC operations

46. Logistics Team Lead • Facilities Team Lead - Ensure facility is set up and operable- Maintain facility and coordinate with owner • Communications/IT Team Lead - Set up phones/computer capabilities throughout facility as needed- Ensure all communication and IT needs are addressed

47. Finance/Administration Team Lead • Staff Time Team Lead • Volunteer Time Team Lead • Accounting Team Lead

48. Demobilization • As volunteer volume decreases, EMA and VRC staff determine demobilization strategy. • Options include:- Decrease the times open- Weekend only openings- Scale back to virtual operations- Transition to Long Term Recovery Committee • The steps required to demobilize the VRC usually include:- Arranging for documentation storage to ensure analysis and retention.-Returning of borrowed property- Cleaning and restoring the VRC to its original condition.- Ensuring that all VRC personnel (paid & unpaid) have access to disaster stress management assistance, if needed.- Conducting a “hot wash” to discuss the forms, procedures, partners, and operating hours to determine whether changes need to be made to improve future operations.

49. What will you have to adjust for? • Too many volunteers—Where do you put them? • Too few volunteers—Where do you get them? • Reality: People come in groups! (Group of 50 shows up…what do you do?) • Send volunteers out and work was already done. • Volunteer needs: Food, Drink, Gloves, Sunscreen…

50. Managing Volunteer Stress • Volunteers may witness scenes that cause extreme stress reactions, including:- Death & Injury- Property devastation-Extreme emotional reactions of survivors • Steps to take before, during, and after an emergency to manage stress:-Before: During volunteer orientation, ask seasoned volunteers to talk about how they’ve dealt with stress - During: Ensure that volunteers are matched to appropriate job assignments, get regular meals and breaks, and are rotated out at the end of a reasonable-length shift- After: Hold a Critical Incident Stress Debriefing (CISD) with a mental health professional.