volunteer reception center

www.gema.ga.gov www.ready.ga.gov

Volunteer Reception CenterVolunteer Reception Center

Janay StargellFaith-based/NGO Coordinator

Georgia Emergency Management Agency Office of Homeland SecurityGEMA


DefinitionsDefinitions• Volunteer: 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.


DefinitionsDefinitions • Affiliated VolunteerAffiliated VolunteerIs 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 VolunteerSpontaneous VolunteerIs 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.


Why Do People Volunteer?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


Coordinating VolunteersCoordinating VolunteersWhat options are there?What options are there?•Citizen Corps CouncilCitizen Corps Council•Regional Voluntary Regional Voluntary Organizations Active in Organizations Active in Disasters (VOAD)Disasters (VOAD)

Why do I need a formal Why do I need a formal organization to help organization to help coordinate?coordinate?•Communication, Communication, Coordination, Coordination, Collaboration, CooperationCollaboration, Cooperation

Benefits of an organization:Benefits of an organization:•Delegate responsibilitiesDelegate responsibilities - Volunteer Management Plan- Volunteer Management Plan - Volunteer Reception Center- Volunteer Reception Center - Donations Management Plan- Donations Management Plan - Points of Distribution- Points of Distribution•CoordinationCoordination - Who is doing what and where- Who is doing what and where•Public OutreachPublic Outreach - Volunteer lead activities- Volunteer lead activities


What are Community Organizations Active in Disaster?What are Community Organizations Active in Disaster?Includes: Includes:

– PublicPublic

– PrivatePrivate

– NonprofitNonprofit

– Faith-BasedFaith-Based

– Representative from Chamber of CommerceRepresentative from Chamber of Commerce

– Civic OrganizationsCivic Organizations

– Other organizations that do something to help during a disaster.Other organizations that do something to help during a disaster.

• A collaborative effort of stakeholders that A collaborative effort of stakeholders that come together to build resiliency in their come together to build resiliency in their communities.communities.

• The goal of the organization is to realize The goal of the organization is to realize cooperation, coordination, collaboration, and cooperation, coordination, collaboration, and communication among member organizations communication among member organizations in all phases of emergency management. in all phases of emergency management.

*NOT limited to volunteer agencies.*NOT limited to volunteer agencies.


What can Spontaneous What can Spontaneous Volunteers do?Volunteers do?


What can Spontaneous Volunteers do?What can Spontaneous Volunteers do?• Clean-up/Inside: 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: 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 SupportClerical Support: assist with range of clerical duties including copying, faxing, mailing, acknowledging donations

• Damage Assessment: Damage Assessment: go door to door in a designated area, observing and noting exterior damage

• Data Entry: Data Entry: enter information onto computer data bases• Donated Items: Donated Items: staff designated collection and distribution

sites, inventory goods• Drivers: Drivers: transport people to work sites, deliver goods, drive

courier routes• Family Service Interviewing: Family Service Interviewing: interview applicants for Red

Cross assistance• Food Preparation Crews: Food Preparation Crews: cook hot food, prepare cold food

(sandwiches, etc.) serve food and beverages at fixed and mobile sites

• Greeters/Receptionists: Greeters/Receptionists: greet public, give information , refer to appropriate worker or location

• Interpreters: Interpreters: assist in wide variety of settings, wherever and whenever bilingual workers are unavailable

• Phone Bank Workers: Phone Bank Workers: answer phones, provide information , make referrals

• Researchers: Researchers: call or visit agencies/work sites to assess needs and report back

• Runners: Runners: take messages between agencies, work sites, and command centers

• Security: Security: check IDs at entrances and exits to facilities where security is vital to safe, smooth operations

• Sorter/Packers/Loaders: Sorter/Packers/Loaders: sort, pack, and or load goods (food, clothing, etc.)

• Training: Training: those with detailed knowledge of subject area and proven training ability, train other volunteers.


How to Mange Spontaneous VolunteersHow to Mange Spontaneous Volunteers

1.1. Prepared public messagingPrepared public messaging

2.2. Volunteer Reception CenterVolunteer Reception Center


Public MessagingPublic Messaging• If volunteers are neededIf volunteers are needed• When and where they should come to volunteerWhen and where they should come to volunteer• What type of work the volunteers are most needed forWhat type of work the volunteers are most needed for• What volunteers need to bring with themWhat volunteers need to bring with them• What volunteer conditions are likeWhat volunteer conditions are like


Volunteer Reception Volunteer Reception CentersCenters


Volunteer Reception CenterVolunteer Reception Center• Goal of a VRC is to more efficiently manage spontaneous volunteers Goal of a VRC is to more efficiently manage spontaneous volunteers • Scalable to fit the volunteer influxScalable 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 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).stay open for extended periods of time (weeks, months).• Ideally all spontaneous volunteers are funneled to the VRC before being directed to work Ideally all spontaneous volunteers are funneled to the VRC before being directed to work

sites. sites.


All Disasters are LocalAll Disasters are Local

A.A. Local jurisdiction or region develops volunteer management plan and has Local jurisdiction or region develops volunteer management plan and has capacity to operate VRC.capacity to operate VRC.

B.B. Local jurisdiction or region is not able to run VRC and requests mutual aid Local jurisdiction or region is not able to run VRC and requests mutual aid from surrounding countiesfrom surrounding counties

C.C. Local jurisdiction or region is not able to run VRC and requests aid from Local jurisdiction or region is not able to run VRC and requests aid from state. State will coordinate with available resources to meet request.state. State will coordinate with available resources to meet request.


Volunteer Reception Volunteer Reception Center OperationsCenter Operations


Planning for VRC OperationsPlanning for VRC OperationsBased on past emergencies, there are several important operational issues to take into account when planning for VRC operations. These issues include:•Conduct volunteer orientation Conduct volunteer orientation to ensure each volunteer understands expectations, policies, etc. •Establish volunteer identification system 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 Coordinate with emergency management, public information , and other key response/recovery functions.response/recovery functions.•Assign Responsibility for maintenance of volunteer database(s).Assign Responsibility for maintenance of volunteer database(s).•Establish documentation system for recording volunteer hours, Establish documentation system for recording volunteer hours, especially if they are eligible for reimbursement from FEMA.


VRC ActivationVRC Activation


VRC Activation ProceduresVRC Activation ProceduresA 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.


Establishing a Volunteer Reception CenterEstablishing a Volunteer Reception CenterWhen 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.


Risk Management & SafetyRisk 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 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 Develop security procedures for spontaneous volunteers. Use a guard or other mechanism to verify site authorization.

- Issue personal protective equipment (PPEIssue personal protective equipment (PPE), train volunteers in how to use it, and enforce use of such equipment.


Site SelectionSite SelectionSite 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.


Advantages: Disadvantages:

Church facilities

1. Utilities are already in place2. Restrooms are available3. Office equipment is in place: telephones,

computers, copy machine, FAX, etc.4. Churches usually have the tables and

other equipment necessary for displaying goods

1. It is often hard to use them for the extended amount of time needed to serve the needs of the victims. Weddings have been planned in advance, youth meetings are scheduled, etc.

2. Some victims may have an aversion to coming into a church.

3. Utility costs will increase, due to having to be open for long hours every day.

4. Wear-and-tear on floors due to heavy traffic

Schools

1. Facilities designed to handle large amounts of people

2. Large parking areas3. Access to office equipment, tables, etc4. Everyone knows where they are

1. Schools usually try to get back into service quickly, as they attempt to restore a sense of “normalcy” back to the community as soon as possible.

2. Security issues

Empty Business

1. No limit on time2. Generally everyone in the area knows

where the facility is3. Usually an adequate parking area

1. Often rental fees are required, leases to be signed, etc.2. Utilities need to be turned on and paid for3. Need to find your own equipment (office equipment,

tables, etc)

VRC LocationVRC LocationConsiderations: Size, Location, Current Use, Facilities, Access, Parking


VRC Equipment NeedsVRC Equipment NeedsThe 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.


Example of VRC Room ArrangementExample of VRC Room Arrangement


StationsStations1. Reception/Orientation2. Registration3. Interview/Assignment4. Data Entry/Agency Coordination5. Onsite Training/Safety Briefing


Example of Training Area in VRCExample of Training Area in VRC


Example of Call Center Example of Call Center


Greeting and RegistrationGreeting 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


http://www.youtube.com/watch?v=LLkrDtK721w

Example of a Volunteer Example of a Volunteer Reception Center in ActionReception Center in Action


Examples of VRC FormsExamples of VRC Forms


Interview/AssignmentInterview/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.


Data & Agency CoordinationData & 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.


Open Jobs Opportunities BoardOpen Jobs Opportunities Board

Open Jobs:

Number Volunteers needed:

Special needs:

Volunteers Coming:


PRIORITY

□ URGENT

□ IMPORTANT

□ OTHER

DISASTER WORK ORDER FORM

GENERATED FROM:

□ First Responder/DRC

□ Phone Bank

□ Volunteer Group

AREA:

North South West

WORK ORDER #

HOME OWNER INFORMATION (HOMEOWNER)

Homeowners Name:

Address:

City: State: ZIP Code:

Cell Phone: Alternate Phone:

□ PLEASE CALL FIRST, I want to be there when work crews arrive.

□ I DON’T NEED TO BE THERE. I have taken care of any photos needed for insurance and give permission for repairs and debris removal.

RELEASE: I hold the volunteers, including their representatives and agents, harmless from any damage or injury that may occur on my property, including personal property. Further I understand that no warranty or guarantee, express or implied, is provided for work performed on or for my property.

Home Owner’s Signature: Date:

ASSESSMENT OF PROPERTY (ASSESSOR)

Name of Assessor: Date:

□ Home Is Habitable.

□ Occupant plans to continue living in home.

□ Broken Windows ______

□ Trees Down __________

□ Holes in Roof _________

□ Flood Damage ________ (How many inches?)

Tools/Equipment/# of Tarps/Skills needed, and other helpful information:

SERVICE REPORT (VOLUNTEER GROUP)

Name of Service Group: Date:

Please write notes of what was done:

Man Hours to Complete Work Order:

____________

(# workers X # of hours worked)

(Circle One)

Partially Complete Nothing Was Needed Done

THANK YOU!


Data & Agency Coordination TechnologyData & Agency Coordination Technology

• Working on developing a portal on WebEOC to manage data.

• Other options include: Microsoft Access, Excel, customized software applications.


Onsite Training and Safety BriefingOnsite 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.


General Points to incorporate in the VRC safety General Points to incorporate in the VRC safety trainingtraining

(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.


PositionsPositions


County Volunteer CoordinatorCounty Volunteer Coordinator

• 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

EOC

County Volunteer Coordinator


VRC ManagerVRC ManagerDuties•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


Operations Team LeadOperations Team LeadDuties•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


Phone Bank Team LeadPhone 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


Logistics Team LeadLogistics Team Lead• Facilities Team Lead Facilities Team Lead

- Ensure facility is set up and operable- Maintain facility and coordinate with owner

• Communications/IT Communications/IT Team Lead Team Lead - Set up phones/computer capabilities throughout facility as needed- Ensure all communication and IT needs are addressed


Finance/Administration Team Lead Finance/Administration Team Lead

• Staff Time Team Lead

• Volunteer Time Team Lead

• Accounting Team Lead


DemobilizationDemobilization• 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.


What will you have to adjust for?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…


Managing Volunteer StressManaging 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:-BeforeBefore: During volunteer orientation, ask seasoned volunteers to talk about how they’ve dealt with stress - DuringDuring: 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- AfterAfter: Hold a Critical Incident Stress Debriefing (CISD) with a mental health professional.


Questions?Questions?• Thank you!• Janay Stargell

Faith-based/NGO [email protected]: (404) 624-2266

volunteer reception center

Documents