This course was prepared under a grant from FEMA's Grant Programs Directorate, U.S. Department...

This course was prepared under a grant from FEMA's Grant Programs Directorate, U.S. Department of Homeland Security.  Points of view or opinions expressed in this document are those of the authors and do

not necessarily represent the official position or policies of FEMA's Grant Programs Directorate or the U.S. Department of Homeland Security.

Course Purpose

To prepare you to perform the roles, responsibilities and tasks of being

a shelter manager in a Red Cross Shelter.

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Course Objectives• Roles and responsibilities • Shelter space and supplies• Manage shelter staff• Collect and report information• Communicate effectively• Accommodate needs• Collaborate with partners

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Sheltering Handbook

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• Pay special attention to Requirements.

– Mandated by Red Cross policy

– Based on principles and values

– Vital to keeping commitments to five constituent groups:

• Clients, Donors, Workers, Partners, Public

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Introductions and Learning GoalsIf you could learn only three things in this course,

what would they be?

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• Write three things on blank piece of paper. • Take 2 minutes.• Give your paper to the person on your right.• Review your colleague’s responses.

− If we could cover only one of those items, which would you choose?

− Place a check beside the one you would choose.

Introductions and Learning Goals (cont.)

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• Pass the list to your right and choose one item. (You can check a previously checked item.)

• Pass the list to your right and choose one item. (last time) • Retrieve your list and review the check marks.

Introduce yourself:• What is your name?• Where are you from?• Have you worked in a shelter?• What is the highest priority on your list?

Sheltering Cycle

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Reporting Structure

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Shelter Manager and Sheltering Manager

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Sheltering Cycle

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Opening the Shelter

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Shelter AgreementTake special notice of these Terms and Conditions:

#3 - Condition of Facility

#4 - Food Services

#5 - Custodial Services

#6 - Security

#9 - Reimbursement

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Additional Key Information

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Opening Tasks

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Sheltering Cycle

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Organizing the Shelter

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Organizing the Shelter

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Case Study 1: Allocate and Set Up Shelter Space

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Plan the space in your shelter, setting up the specific services indicated

ParticipantPacket p. 20

Work in your group for 10 minutes

Organizing the Shelter

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Display Shelter Signage

Four Types of Signage:• Red Cross identification signs• Directional • Rules • Hand washing

Organizing the Shelter

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Resources for Shelter Staffing

• Follow basic staffing guidelines

• Use the Shelter Staffing Template

• Create a Table of Organization

• Use the Staff Request Form

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Staffing Questions

1. How would you combine assignments, if necessary?

2. How long might it take to get additional staff?

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Organizing the Shelter

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How to Receive Shelter Staff• Conduct orientation for workers

• Conduct job inductions

• Make initial staff assignments

• Prepare schedules for workers

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Exercise: Orientation InformationGroup 1: What should you include in an orientation about the disaster? (Assume workers have not received one at HQ.)

Group 2: What should you include in an orientation about the shelter and its residents?

Group 3: What should you include in an orientation about safety and security in the shelter?

Group 4: What should you include in an orientation about the local area that will help visiting staff serve clients and acclimate to the area?

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Select a spokesperson

Work in your group for 7 minutes

Organizing the Shelter

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Partners are Valuable Resources• Red Cross-trained partners as shelter staff:

– Ready When the Time Comes (local volunteers)– National Civilian Community Corps (nat’l volunteers)

• Service Providers:– Medical (Medical Reserve Corps)– Mental health, spiritual care– Pet sheltering (County Animal Response Team CART)– Temporary respite care for children (Children’s Disaster

Services)

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Questions About Working with Partners1. What are your responsibilities when working with partners?

2. What should you do when a representative from a partner organization arrives at the shelter?

3. What conduct and working guidelines should partner representatives follow when volunteering in a shelter?

4. What are some practices that are prohibited in Red Cross shelters?

• Select a spokesperson

• Work in your group for 3 minutes

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Organizing the Shelter

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Supply and Equip the ShelterAs a shelter manager, you are responsible for:

• Estimating supply and equipment needs

• Procuring necessary supplies and equipment

• Tracking shelter inventories

• Returning supplies and equipment when the shelter closes

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Sources of Supplies

• Facility-owned supplies for use at shelter

• Supplies delivered to shelter from chapter or relief operation

• Contents in Shelter Supply Kit

– Vary by chapter

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Case Study 2: Assess Supply Needs

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Decide what types and quantities of supplies you need to request for this shelter

ParticipantPacket p. 36

Select a spokesperson

Work in your group for 10 minutes

Requisition Requirements for Shelters

• Authorized requester must be DSHR supervisor level.

• Authorized approver can be any DSHR level manager at relief operation headquarters.

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Organizing the Shelter

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Sheltering Cycle

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Operating the Shelter

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Operating the Shelter

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Operating the Shelter

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Registration Phases

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What if…• A potential shelter resident comes to registration and

does not speak English?

• How should workers conduct the registration interview?

• Assume that none of the shelter workers speak that individual’s language.

• Are there any issues that need to be taken into consideration?

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How would you handle these requests?1. A deputy sheriff from Springfield County: “We have

reason to believe a suspect in a murder attempt is in your shelter. We need to see your records and walk around to determine if he’s here.”

2. A judge from District Court 14: “I’m on a task force assessing the extent of the damage from the flood. We need to account for every citizen. I need to see your list of shelter residents to compare to our missing citizen’s list.”

3. A man: “I can’t find my wife and daughter. Can you help me? My wife is Katherine Washington and our baby girl is Anita. I’m desperate to find them. Can you please tell me if they’re here?”

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Operating the Shelter

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Case Study 3: Determine Workers Needed

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Estimate number of supervisors and workers you will need for 275 shelter residents

ParticipantPacket p. 41

Select a spokesperson.

Work in your groups for 10 minutes.

Possible Answer to Case StudyShelter Staffing Template 275-PERSON SHELTER Three

Shifts

ROLE DSHR GAP OPERATE7a-4p 3p-12a 11p-8a

SHELTER MANAGER MC/SH/SV 1 ADMIN MC/SH/SA 1

ASSISTANT MANAGER MC/SH/SV SHIFT SUPERVISOR MC/SH/SV 1 1 1

REGISTRATION MC/SH/SA 3 3 1DORMITORY MC/SH/SA 3 3 3

CANTEEN MC/SH/SA 2 2 1INFO (HELP DESK) MC/SH/SA 1 1

SAFE & WELL 1 1 TOTAL 13 11 6

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Operating the Shelter

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Operating the Shelter

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What if…You were approached by a group of residents who were

unable to eat the food being served due to their religious dietary laws?

• What actions would you take?

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Operating the Shelter

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Case Study Directions

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Work in your groups for 10 minutes. Select a spokesperson. Be prepared to present:

• The situation • Your decisions • Key points gained from information in the handbook

Operating the Shelter

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Coordinate with Individual Client Services

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Case Study 4: Influenza Outbreak Participant Packet p. 42

Group 1 present:• A brief overview of the situation• The decisions made• Key points from the handbook

Audience: • Take notes• Write questions

Coordinate with Individual Client Services

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Case Study 5: Conflict between Shelter Residents Participant Packet p. 43

Group 2 present:• A brief overview of the situation• The decisions made• Key points from the handbook

Audience: • Take notes• Write questions

Coordinate Individual Client Services

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Disaster Health Services

Disaster Mental Health

Client Casework

Operating the Shelter

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Methods of Communication

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• Daily shelter resident meetings• Shift change meetings• Information boards• Flyers and newsletters

Problem Solving

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Case Study 6: Registered Sex Offender Participant Packet p. 44

Group 3 present:• A brief overview of the situation• The decisions made• Key points from the handbook

Audience: • Take notes• Write questions

Operating the Shelter

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Accommodating People with Disabilities and Functional or Access Needs Accommodations for shelter residents with:

1.Mobility-related disabilities

2.Visual disabilities

3.Hearing disabilities

Work in your groups for 5 minutes.

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Operating the Shelter

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Respond to Emergencies

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Respond to Shelter Emergencies

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Case Study 7: Shelter Emergencies Participant Packet p. 45

Group 4 present:• A brief overview of the situation• The decisions made• Key points from the handbook

Audience: • Take notes• Write questions

Operating the Shelter

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Reporting and Recordkeeping

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Review Data from the Daily Shelter Report

As a shelter manager, what can you learn from the Daily Shelter Report?

How might this help you?

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Operating the Shelter

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Sheltering Cycle

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Closing the Shelter

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Communicate to Residents

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Transfer or Release Shelter Workers

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Return Shelter to Pre-occupancy Condition

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Shelter Narrative ReportSummary of:• Services provided• Shelter partners• Other resources used• Challenges and solutions• How unmet needs were accommodated• Recommendations for future operations

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Sheltering Cycle

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Course Closing

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We will:

•Review course objectives

•Review your learning goals

•Complete course evaluations

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Course Objectives• Roles and responsibilities • Shelter space and supplies• Manage shelter staff• Collect and report information• Communicate effectively• Accommodate needs• Collaborate with partners

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