The ABCs of EVCs: Planning for an Emergency Volunteer Center

1. The ABCs of EVCs: Planning for an Emergency Volunteer Center Supported with funds provided by the U.S. Department of Homeland Security - Grant #2010-0085, CalEMA ID 000-92297

2. Training Objectives • Identify concepts and fundamentals of disaster volunteer management • Identify key stakeholders and importance of partnerships • Understand the purpose and operation of a Emergency Volunteer Center • Provide the experience of operating an Emergency Volunteer Center

3. Background • Why are we talking about volunteers? • Volunteers will show up to help • Volunteers can be a resource or a hindrance - Volunteers are a valuable resource when they are assigned, trained, and supervised • The value of volunteer hours may be used as an in-kind match for FEMA reimbursement • Volunteers can become future CERT members!

4. Defining Disaster Volunteers • Types of volunteers • Pre-trained Affiliated Volunteers • Volunteers who affiliate with a disaster volunteer program and train for a specific role or function prior to a disaster • Examples are Search and Rescue, CERT • Spontaneous Unaffiliated Volunteers • People who come forward to help after a disaster – training levels unknown • Also known as convergent, emergent, and “walk-in” volunteers

5. Volunteer World Business Nonprofit Government Spontaneous State Agency Volunteer Programs Citizen Corps Programs (Citizen Corps) CA Community Colleges • Spontaneous Volunteers Business Volunteers 2/15/2013 5

6. What is an EVC? • An Emergency Volunteer Center is: • A Physical location • A Phone bank • A Website from which unaffiliated volunteers can be connected to volunteer positions at organizations active in the disaster response

7. Types of Emergency Volunteer Centers • The Emergency Volunteer Center can be setup as: • A walk-in center or physical location • To handle a large outpouring of spontaneous volunteers and process them quickly • EVC stays open 1-2 weeks (because it’s expensive and labor intensive) • A Virtual EVC • A web-based registration process needs to be set up • Volunteers are still needed to manage the EVC, but less than a walk-in • A Phone Bank • Can be a stand-alone operation or operate when physical location is closed

8. Purpose of an EVC • Connect volunteers with opportunities appropriate to their skills and interests • Keep unaffiliated volunteers away from the disaster site and integrate them into the larger response and recovery efforts

9. Why is an EVC important? Spontaneous, unaffiliated volunteers not placed with disaster organizations: • Have valuable skills that are underutilized if not matched with the best possible opportunity • Can distract first responders and pose a danger to themselves and others • May take scarce resources such as food, water and shelter from residents who have been affected

10. What happens at an EVC? Welcome & Registration Interviewing Volunteers report to assignment or wait to be contacted for opportunity Data/Agency Coordination Volunteers receive info on available opportunities

11. Myths about Disaster Volunteers • Volunteers won’t have the skills we need • Disaster survivors won’t be able to volunteer • Volunteers can’t deal with confidentiality • You can’t “fire” volunteers • Anyone can manage volunteers • Volunteers will be upset if there are no opportunities for them

12. 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!!

13. Basics of Spontaneous Volunteer Management • Plan and prepare • Recruit and receive • Interview and place • Supervise • Recognize • Record-Keeping

14. Plan & Prepare • What will you need to operate an EVC? • Identify tasks the volunteer can do • Who will staff the EVC? • Review forms and procedures – adapt where needed. • PRACTICE

15. Recruit and Receive • They will show up • Where to find volunteers? • How to recruit for special skills?

16. Interview and Place • Finding the job that is the best fit • There may well be more volunteers than opportunities • Agency where volunteer is placed is responsible for screening/checking licenses, etc.

17. Supervise • Volunteers must know who is supervising them • Track volunteer hours • One supervisor to 3 to 7 volunteers

18. Supervise • Traits of a good supervisor • Clear instructions • Lavish praise, when earned • Correct errors immediately • Help volunteers feel valued • Watch for burnout • Keep your sense of humor • Listen

19. Recognition • Formal vs informal • How to show appreciation • A sincere “thank you” from supervisor is often cited as the most meaningful type of recognition

20. Record-keeping • What to track • # of volunteers • # of groups • # of volunteer opportunities filled • # of agencies and organizations referred to • Unmet needs • Compile daily and weekly report • Send reports via fax or email to your EOC contact

21. Importance of Data Collection • Volunteer numbers help paint the picture of services being provided – also resources needed. • Reports indicate the value and importance of volunteer efforts - can be used for FEMA match. • Reports help generate support for the work we all do.

22. Social Media & Messaging Real time information – in and out The value of texting Can you staff the function? Do you have a plan? Connected spontaneous volunteers with spontaneous opportunities after Sandy

23. What IS the Message? Coordinate all messaging with your Emergency Operations Center

24. Sample Message DO NOT SELF DEPLOY! Want to Volunteer? Safety First! Because of the dangerous conditions in the area impacted by the disaster, please do not self-deploy. You may be risking your life as well as the lives of others. To find out how you can help, please register with (insert the name of your volunteer center) by clicking here (create a link) or visit www.CaliforniaVolunteers.org. Agencies – Register your Disaster Response and Recovery Volunteer Opportunitieshere(create a link) Current Disaster Information here (create a link to Cal EMA or your County OES)

25. More on Messaging • If you have a web page, build a flash page • Set up and practice communications with your EOC: • Who will your contact be? • How will you communicate if there is no power?

26. Language of Disaster • Why do we need to learn the language of disaster? • Establish credibility and common language with first responders • Important to learn and practice ahead of time, not during the extremely stressful time of disaster

27. Four Phases of Disaster Planning how to respond to a disaster and increasing resources available to respond effectively

28. Managing Disasters • SEMS • Standardized Emergency Management System • California’s system for managing emergencies at all levels, ensures consistency • NIMS • National Incident Management System • A consistent nationwide approach for all levels of government to work effectively and efficiently together to prepare for and respond to domestic incidents • Based on SEMS – some differences in terminology, resource management • Incident Command System (ICS) • Common to both SEMS and NIMS

29. Incident Command Chart

30. Where does Volunteer Management Fit? Operations Operations Operations Operations Planning Logistics Logistics Finance/Adm Finance/Adm  Volunteers

31. Key Steps to Building Partnerships • Identify stakeholders • Bring key players to the table—include local government and American Red Cross • Assess existing resources—are any players missing? • Build mutual understanding of what each partner brings to the table—what they can do and what their limitations are

32. Key Steps to Building Partnerships • Determine who is responsible for various functions • Define each partner’s role and responsibilities • Develop a plan that is simple and easy to use by multiple organizations • Develop agreements as needed • Inform and educate local government, first responders and other stakeholders about the plan

33. Who are our potential partners and stakeholders?

34. EVC Activation The Decision to Activate • Based upon a request of authorized partner agency, emergency managed personnel or your sponsor • Self Activation? Not a good idea.

35. EVC Activation Immediate Actions Determine what immediate actions need to be taken to begin the EVC Activation process: • Identify EVC facility & location • Identify / Contact Personnel • Establish communications methods • Contact critical partners – government & nonprofit • Gather required logistics for EVC operation • Gather Standard Operating Procedures

36. The “Web-based” EVC • Used for messaging if “Walk-in” EVC is in operation • Once EVC is closed, we move to a “web-based” EVC • Web-based EVC can be updated from anywhere • Less labor intensive – more technical skills needed • Finding and posting volunteer needs is critical!

37. Web-based EVC Duties and Positions • Manager • In charge of web-based EVC operations • Volunteer Needs • Intakes and updates volunteer needs over phone/email and posts on website. • Trains agencies on how to post their volunteer needs • In contact with Volunteer Liaison at EOC if needed • Phone Bank • Takes calls from the public about disaster volunteer needs • EVC Staff Training • Trains volunteers on Hand On Connect technology—posting and updating volunteer needs

38. EVC Activation Facility & Location • Facility Use Agreement • Indoor / Outdoor • Line Area / Waiting Area • Parking • Bathrooms • Power / IT Connection • Safety, First Aid, OSHA compliance

39. Sample Floor Plans

42. EVC Activation - Personnel • Appreciation of volunteers as a valuable human resource • Ability to provide excellent customer service under severe time constraints • Ability to capture and record data quickly and accurately • Sensitivity and tact in communicating with individuals from differing cultures and backgrounds

43. EVC Activation

44. EVC Set-Up Communications Technology • Establishes forms of communication for the EVC and maintains capacity • Set-up communications equipment to facilitate EVC operations: Phone, Fax, Internet, Ham Radio, Runners, etc. • Work with City / County EOC to establish a dependable communication method. • Establish secondary and tertiary communications methods, if possible. • Consider additional equipment or resources that could enhance communications capabilities (Request from Logistics)

45. Risk Management • Basic Types of volunteer risk: • Accident and injury • Harm to other people or property • Managing risk • Identify sources of risk • Focus on safety – develop procedures, promote safety • Good Samaritan law • Look at insurance – liability, volunteer insurance

46. Risk Management • Mental health concerns • Disaster work is stressful • Mitigate stress in a variety of ways • Enforce staff breaks • Create debriefing opportunities • Provide access to professional mental health resources

47. Emergency Volunteer Corps Pre-trained volunteers (like you) to help manage the outpouring of spontaneous unaffiliated volunteers in disasters. The Emergency Volunteer Corps: • Staffs Emergency Volunteer Center • Participates in local disaster drills and exercises • Helps with local emergency response efforts

48. EVC Staff Roles • Receptionist • Interviewer • Runner • Volunteer Opportunities Coordinator • Volunteer Data Coordinator • EVC Manager

49. Receptionist’s Role • Staffs Reception Station • Provides gatekeeper function • Greets visitors and fields inquiries • Gives volunteer intake forms to volunteers • Directs others to appropriate location • Needs patience/public relations skills • For visitors under extreme stress, refer to mental health • If station is very busy, needs to be rotated in and out frequently

50. Interviewer’s Role • Staffs Interview Station • Matches volunteer with agency request • Checks for completed Intake Form • Conducts brief interview • Watches for “red flags” • Refers volunteer to appropriate volunteer position and records on form • Gives volunteer pertinent information about volunteer position