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DISASTER ACTION TEAM ORIENTATION PARTICIPANT MANUAL RELEASED 5/1/2016

VERSION 7

SAN DIEGO/IMPERIAL COUNTIES CHAPTER 3950 CALLE FORTUNADA SAN DIEGO, CA 92123

(858) 309-1200 MAIN LINE (858) 309-1311 DAT DESK CHAPTER/REGION CODE: 05348

SAN DIEGO COUNTY CODE: 06073 IMPERIAL COUNTY CODE: 06025

THIS DOCUMENT SUPERSEDES PREVIOUS VERSIONS.

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The Disaster Action Team (DAT) Manual is an annex of the San Diego/Imperial Counties Chapter’s Disaster Response Plan (DRP). This Manual comprehensively outlines procedures and processes that guide the DAT members in meeting the disaster-caused needs within our community. However, flexibility is built into our system in order to respond effectively to those unplanned situations that might occur and to meet our humanitarian Mission. This component of our Chapter’s Disaster Action Plan should be considered a preparedness document. Its intention is that it will be read and understood before deploying as part of the DAT. It is designed to ensure that the Chapter operates as part of an integrated emergency management system, which includes all local organizations that have a disaster response role. To initiate an addition, deletion, or revision to the content of the San Diego/Imperial Counties Chapter’s Disaster Action Team Manual, notify in writing your Disaster Program Manager. We wish to thank the many staff members and volunteers who reviewed and provided input for this document.

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TABLE OF CONTENTS

SECTION 1: DISASTER ACTION TEAM ORIENTATION

6 WELCOME

7 INTRODUCTION

8 THE FUNDAMENTAL PRINCIPLES

9 ORGANIZATIONAL CHART & RESPONSIBILITIES

12 SCHEDULING, TRAININGS & MEETINGS

14 HEALTH, SAFETY & CONFIDENTIALITY

17 ATTIRE & GO BAGS

18 DAT CALL BREAKDOWN

19 DISASTER ASSESSMENT

20 CLIENT CASEWORK

SECTION 2: DISASTER RESPONSE OPERATIONS

26 MASS CARE OVERVIEW

28 CHAPTER VEHICLES

30 HEALTH SERVICES OVERVIEW

32 MEDIA & PUBLIC AFFAIRS

35 TECHNOLOGY

SECTION 3: APPENDICES

I. DCSOPS GUIDELINES AND PROCEDURES

II. DAT TRAINING REQUIREMENTS

III. DAT ATTIRE & GO BAG

IV. DAT INCIDENT WORKFLOW TIMELINE

V. HOMEOWNERS INSURANCE COMPANY CONTACTS

VI. PSYCHOLOGICAL FIRST AID ACTIONS AND REFERENCE CHART

VII. DAT VAN INVENTORY

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SECTION 1

DISASTER ACTION TEAM

ORIENTATION

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WELCOME!

Dear American Red Cross Disaster Action Team Responder,

We are delighted to welcome you to the San Diego/Imperial Counties Chapter and the

American Red Cross team who have dedicated their time assisting others.

The San Diego/Imperial Counties Chapter of the American Red Cross provides emergency

food, clothing, and shelter to individuals affected by a disaster. We also support emergency

workers through Canteen Services, during search and rescue operations, structure fires, large

transportation accidents, and during other emergency situations. Additional disaster services may

be available depending on verified disaster-caused needs. All disaster assistance provided by the

American Red Cross is free of charge to all disaster clients.

The Disaster Action Team is charged with the initial response for most disaster events. Each

DAT has a maximum of ten members including at least one Team Lead. The DAT Program is

responsible for providing disaster response twenty-four hours a day, seven days a week within the

Chapter’s jurisdiction.

This DAT Manual is a valuable resource; it details the standards and guidelines that employees

and volunteers must follow in the pursuit of our common cause. As part of the DAT, you are

committing to be a part of the on-call team to which you are assigned for a minimum of one year.

We encourage you to read this manual carefully so that you are familiar with the policies and

procedures that are integral to our success. If you have any questions or concerns, please do not

hesitate to consult with your supervisor.

Thank you for becoming a DAT volunteer. Without the participation of our volunteers, the

American Red Cross would not exist, and the community would not receive our vital services when

needed. There are not enough ways to show our profound appreciation to you, our dedicated

volunteers. We know you will find great satisfaction as part of the greatest humanitarian

organization in the world. Thank you again for helping carry on the mission of the American Red

Cross!

Sincerely,

Victor Roosen Regional Disaster Program Officer Victor.Roosen@redcross.org (858) 309-1216

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INTRODUCTION

The Disaster

The Disaster Cycle Services Department of the San Diego & Imperial Counties Chapter of the

American Red Cross has organized the Disaster Action Team Program to ensure that trained

employees and volunteers respond on-site within two hours of being notified of a disaster event.

The DAT provides immediate, identifiable emergency services to those affected by the disaster. In

addition to initiating the disaster relief, the DAT determines the need for mobilizing additional

Chapter resources.

This Manual provides an overview of the expectations, responsibilities, and activities that result in

an effective and efficient DAT response. The information in this Manual applies to all employees

and volunteers responsible for performing DAT duties under the American Red Cross Disaster

Cycle Services Program. The American Red Cross uses the following definition of “disaster” in

determining its response:

“A disaster is a threatening or occurring event of such a destructive magnitude and

force as to dislocate people, separate family members, damage or destroy homes

and injure or kill people. A disaster produces a range and level of immediate

suffering by the affected people and impedes them from initiating and proceeding

with their recovery efforts. Natural disasters include tornadoes, floods, hurricanes,

typhoons, winter storms, tsunamis, hailstorms, wildfires, windstorms, epidemics,

and earthquakes. Human-caused disasters (whether intentional or unintentional)

include residential fires, building collapses, transportation accidents, hazardous

materials release, explosions, and acts of terrorism.”

For planning purposes, it is helpful to divide disasters into two categories.

Major Disaster – Involving a greater number of people, property damage, and financial losses.

Some major disasters common to the American Red Cross are hurricanes, earthquakes,

wildfires, floods, explosions, and transportation disruptions.

Recurrent Disaster – One involving a small number of families with limited property loss and that

occurs often. The most frequent of these is a structure fire. The Disaster Action Team will

generally be the first American Red Cross responders at the scene.

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THE FUNDAMENTAL PRINCIPLES OF THE INTERNATIONAL RED CROSS AND RED CRESCENT MOVEMENT

Volunteers are expected to adhere to the Fundamental Principles of the International Red

Cross and Red Crescent Movement. Our commitment to the Fundamental Principles brings

us together with a common purpose and inspires us to excel and behave in ways that

inspire trust of the American people. Each of us is responsible for upholding and living in

accordance with these values every day.

Humanity – The Red Cross, born of a desire to bring assistance without discrimination to

the wounded on the battlefield, endeavors – in its international and national

capacity – to prevent and alleviate human suffering wherever it may be found. Its

purpose is to protect life and health and to ensure respect for the human being. It

promotes mutual understanding, friendship, cooperation, and lasting peace

amongst all peoples.

Impartiality – It makes no discrimination as to nationality, race, religious beliefs, class, or

political opinions. It endeavors to relieve the suffering of individuals, being guided

solely by their needs, and to give priority to the most urgent cases of distress.

Neutrality – In order to continue to enjoy the confidences of all, the Red Cross may not

take sides in hostilities or engage at anytime in controversies of a political, racial,

religious, or ideological nature.

Independence – The Red Cross in independent. The national societies, while auxiliaries in

the humanitarian services of their governments and subject to their respective

countries, must always maintain their autonomy so that they may be able at all

times to act in accordance with the Red Cross principles.

Voluntary Service – The Red Cross is a voluntary relief movement and not prompted in any

manner by desire for gain.

Unity – there can be only one Red Cross or Red Crescent Society in any one country. It

must be open to all, and it must carry on its humanitarian work throughout its

territory.

Universality – The Red Cross is a worldwide institution in which all societies have equal

status and share equal responsibilities and duties in helping each other.

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TABLE OF CHAPTER ORGANIZATION FOR THE DISASTER ACTION TEAM

*Bold denotes ARC Staff

DAT JURISDICTION

San Diego County

North: Camp Pendleton & Riverside County

to MCAS Miramar/Pomerado Road &

from Pacific Ocean to Imperial County

South: from MCAS Miramar/Pomerado Road

to US-Mexican Border &

from Pacific Ocean to Imperial County

Imperial County: All County

San Diego DAT may respond to any incident within San Diego County. A SD Team may even respond to Imperial County if necessary.

Team Leads

Regional Disaster Program Officer

San Diego County Disaster Program Managers

San Diego County DAT Program Manager

Imperial County Disaster Program Manager

Disaster Duty Officers

Members & Interns

Team Leads

Members & Interns

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ORGANIZATIONAL RESPONSIBILITIES

Regional Disaster Program Officer (RDPO) 1. Develop and implement strategies, initiatives, processes and procedures that support

successful region wide day-to-day and major relief operations 2. Leads and manages the paid and volunteer team responsible for the implementation of

disaster services programs throughout the region, ensuring disaster services are delivered in a rapid and accessible manner in order to meet the urgent needs of our clients

3. Accountable for the implementation of the disaster services program in alignment with established metrics; monitors program outcomes and results to reinforce organizational accountability

4. Develops and supports disaster volunteers who are the primary workforce; drives the development of Disaster Leadership Volunteers in order to meet the needs of the Region, State and Division

5. Serves as Job Director for all significant disasters affecting the San Diego & Imperials Counties Regional Chapter

Disaster Program Manager

1. Oversees and supports the DAT Program within the Chapter (San Diego & Imperial Counties)

2. Develops a concept of operations for disaster response and procedures needed to implement

the DAT concept in accordance with the Chapter Disaster Action Plan

3. Determines DAT response requirements, capabilities, and potential shortcomings

4. Ensures that the DAT Program Manager conducts recruitment, training, and recognition of

team members

5. Ensures that adequate resources are made available for DAT activities

6. Sends nominations for DAT Program Manager to the RDPO for approval

DAT Program Manager (Volunteer) 1. Is nominated by application, then appointed by the Disaster Cycle Services Committee

2. Reports to the DCSC Chair or Disaster Program Manager/Regional Disaster Program Officer

3. Assists with the development of Disaster Cycle Services policies and procedures

4. Ensures that the DAT roster and records of individuals granted authority to provide financial

assistance is maintained

5. Assists with the development and implementation of DAT workshops and seminars

appropriate to Chapter needs

6. Is responsible for administering the DAT Program and works with Disaster Program Manager

to maintain sustainable DAT operation response levels

7. Functions as an information resource and acts as a liaison between DAT and other Disaster

Services groups/activities

8. Monitors DAT assets, on-call schedules, and professional development of DAT members

9. Coordinates recruitment, training, and recognition of team members; promotes Team Leads

10. Contacts DAT recruits and assists with or conducts DAT Orientations

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DAT Lead/Assistant Lead* 1. Serves as on-site coordinator for all responding ARC volunteers; contacts appropriate

authorities at the disaster scene to coordinate with Incident Command, other ARC personnel,

and emergency response officials

2. Ensures that services provided are based on guidance established by disaster response

guidelines and as determined by the Disaster Response Operations Coordinator (DROC)

3. Determines if additional ARC resources are needed at the scene (if current resources are

beyond the Team’s capabilities) and makes appropriate requests: Public Affairs, Health

Services, Disaster Mental Health, or Spiritual Care

4. Maintains communication with DDO or Supervisor during the entirety of the incident

5. Ensures services provided are appropriate based on disaster response guidelines; initials

and/or signs documents after reviewing for completeness and accuracy; submits case

documents to the Chapter in accordance with established Client Casework policies.

6. Mentors and motivates team members and interns

7. Responsible for weekly on-call duty coverage and assigning coverage if not available

8. Assist with development and implementation of DAT workshops and seminars appropriate to

Chapter needs

9. Assist with recruitment and supervision of DAT volunteers * Assistant Lead may be assigned as ‘Acting Lead’ when schedule and availability permits and only

with approval of DAT Program Manager.

DAT Member 1. Reports directly to Team Lead or DDO/Supervisor (when appropriate)

2. Make every possible effort to respond during scheduled on-call period that he/she has been

assigned; submits availability/time off request to Team Lead with adequate notice

3. Be responsive to calls or emails from Team Lead, DAT Program Manager, or Disaster Program

Manager within appropriate time frame

4. Conducts disaster assessment and interviews to determine clients’ immediate needs

5. Provides appropriate services and financial assistance based on disaster guidelines

6. Completes necessary reports and documents in a timely manner; follows-up if requested

7. Shows commitment by attending team meetings and trainings when scheduled

8. Completes recommended training courses and maintains required certifications

DAT Intern 1. Must attend DAT Orientation and be assigned to a team prior to performing DAT duties

2. Follows instructions from Team Lead or DDO/Supervisor and emergency responders

3. Assists with completion of disaster assessment and case documents when appropriate

4. Submits availability and time-off requests to Team Lead or DAT Program Manager in a timely

manner (or to Disaster Program Manager if necessary)

5. Completes recommended training courses and maintains required certifications

6. Shows commitment by attending team meetings and trainings when scheduled

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SCHEDULING, TRAINING & MEETINGS

Scheduling the On-Call Week (Night DAT Only)

DAT Responders are scheduled on a weekly rotation throughout the calendar year. In order to

provide a twenty-four hour emergency coverage, a Team maintains a weekly call-out roster

consisting of a Team Lead and Assistant Lead, Members, and Interns. DAT Responders are

required to update their availability online through DCSOps prior to the start of their on-call

week. The DAT Program Manager and Team Leads will confirm and update availability requests

prior to the start of the on-call week. The DAT Program Manager will then disseminate the

schedule to the DATs and notify Disaster Services management.

Please see Appendix I – DCSOps Scheduling Procedures

DAT Responders are expected to follow availability requirements and answer calls during a

disaster event. Since you have volunteered for this assignment, we expect full participation in

Disaster Action Team activities. Interns and new Members will be called for every response to

increase training, mentoring opportunities, and field experience. Failure to respond to three

(3) calls from the DDO or Support Staff in response to any disaster event (large or small)

during the scheduled on-call week may result in disciplinary action by the Disaster Action

Team Program Manager. Consideration is observed for personal emergencies, travel time, or

when circumstances do not allow for an immediate response. It is vital for every DAT

Responder to be ready for a call, even if away from home. We also advise you to carry your

Red Cross gear in your vehicle in the event of a DAT request. Remember, disaster victims are

waiting for us and need us during their times of crises.

On-Call Hours

The Day DAT On-Call Week runs only during normal business hours, 8:00 am until 6:00 pm

Monday through Friday. This Team consists of volunteers and staff, depending on availability.

The Night DAT On-Call Week begins on the evening of the first business day of the week. The

shift begins at 6:00 pm and continues until 8:00 am the following morning. This continues

through Friday morning. On Friday evening, the shift begins at 6:00 pm and continues until

8:00 am of the next regular business day. The previous week’s Team covers federal holidays

that fall on a Monday. Any federal holidays that fall Tuesday through Friday are covered by the

active on-call Team for the evenings.

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During the early morning and late afternoon hours that border Day & Night Team shifts, a

disaster may require an immediate response. For example, if an incident occurs at 5:30 in the

morning, the Day DAT may be called early and asked to respond as early as six in order to allow

volunteers adequate time on scene. Alternatively, if an incident occurs at 4:30 in the

afternoon, the Night DAT may be asked to respond as early as 5:30. However, if a volunteer is

not available at those times, the DDO or Lead will request another responder. You will not be

required to respond to any calls outside of your posted availability times, even if the incident’s

circumstances demand it. Other available DAT responders or staff members will cover the

incident until the full Team is available to respond.

Training Requirements for DAT Responders

Disaster Cycle Services classroom and online courses (along with supplemental workshops)

offer year-round opportunities for training. These courses are listed online in SABA and

Volunteer Connection; some courses require you to contact a department supervisor (for

example, Vehicle Workshop or Disaster Duty Officer); attendance is free for active Disaster

Cycle Services volunteers. In order to fulfill the mission of DAT or be promoted within the

Disaster Action Team, there are mandatory, recommended, and optional courses. For a

comprehensive list of available courses, please refer to Appendix II – Disaster Action Team

Training Requirements Handout. The DAT Program Manager may contact members who are

falling behind schedule or are not able to promote due to incomplete training. For a more

detailed discussion of these requirements, please contact the DAT Program Manager or

Disaster Program Manager.

DAT Meetings & Skills Training

Periodically (usually quarterly), the DAT Program Manager will schedule team meetings to

provide updates of ARC policies and procedures, scheduling and training changes, policy

updates, and relevant topics. These meetings provide an opportunity to meet other DAT

Responders, ask questions, and discuss challenges and successes of the program. DAT meetings

are recommended for everyone; they are especially beneficial to new Members and Interns.

Throughout the year, DAT Program Manager will schedule skills training events to improve

service delivery, including DAT response, sheltering, evacuations, canteen/feeding, and large

disasters. Each training session will improve DAT communication, clarify responsibilities,

facilitate group collaboration, and evaluate of volunteers’ knowledge and skills. All DAT

volunteers are required to attend a minimum of one training event per calendar year.

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HEALTH, SAFETY & CONFIDENTIALITY

Safety is the most critical factor influencing the decisions and activities performed by

American Red Cross employees and volunteers, whether in an office or at the scene of a

disaster. Violation of any safety policy, procedure, or guideline may result in disciplinary

action—up to and including termination of volunteer service—as determined by

Disaster Program Manager, Regional Disaster Program Officer, or Volunteer Service

Manager.

ARC staff and volunteers must visibly display American Red Cross identification upon

arrival at a disaster scenes or emergency operations center. ARC does not permit

volunteers to respond to disasters in their personally owned vehicles without explicit

authorization from a Disaster Services Supervisor. Any damage sustained to the

volunteer’s vehicle is the responsibility of the volunteer, not American Red Cross.

Health & Safety

The well-being of volunteers and employees is the priority of American Red Cross.

Exhaustion and fatigue leads to injuries, health problems, and poor client service

delivery. If at any time volunteers are unable to perform their duties, they must contact

a supervisor and report to Health Services (if in a shelter or service center). If you

believe a colleague is exhibiting these symptoms, report to a supervisor and contact

Health Services immediately. In confined and congregate spaces, illness and stress-

related fatigue can manifest quickly with few early-warning symptoms.

While working at a disaster scene for an extended time, drink plenty of water and eat

protein- and carbohydrate-rich snacks. Take regular breaks and avoid long-term

exposure to heat or cold. Stress and fatigue may not be evident until the symptoms are

persistent. If a volunteer requires medical aid, contact a supervisor and locate an

emergency responder for immediate care and observation.

If an American Red Cross staff member or volunteer is injured or ill during a disaster

operation, immediately notify a supervisor and request medical assistance. After the

individual has received adequate care, complete an incident report for the disaster

supervisor or DAT Program Manager. Never transport an injured person in an ARC

vehicle; call 9-1-1 and follow the instructions of the dispatcher and an ARC supervisor.

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Confidentiality

The relationship between the American Red Cross and the clients receiving services is

confidential and protected. Safeguarding this relationship is an essential part of the

organization’s obligation to the people and communities it serves. ARC employees and

volunteers – when obtaining and releasing information about clients – will observe

established policies and procedures regarding confidentiality. Any information provided

to ARC and its representatives may only be used for the purposes of providing

emergency services.

The term “client,” as used in these regulations, refers to any individual or household

who is seeking ARC assistance before, during, or following a disaster. The

individual/household has established a formal relationship with ARC whether or not

financial or other services are provided. ARC policy states that written consent for

release of confidential client information is required at the completion of an interview

with the client. A release is not required if the client declines ARC financial assistance.

The American Red Cross complies fully with the Privacy Act of 1974 and the Health

Insurance Portability and Privacy Act of 1996.

ARC Caseworkers may request only the information listed on the documents related to

providing a specific service. Legal residency or citizenship is not a prerequisite for ARC

services, and clients will not be asked for government documents (with the exception of

a state-issued ID) prior to receiving emergency services. Birth certificates, immigration

papers, Social Security numbers/cards, or any other related documents should not be

requested or implied that they are required prior to offering ARC services.

Confidentiality also extends to the relationship between the American Red Cross and its

staff and volunteers. Communications and documents related to personal information,

medical history, disciplinary actions, or any other subject matter will remain confidential

between the volunteer and his/her supervisor and the Volunteer Services Manager.

Trust, respect, and mutual support are essential for effective teamwork during routine

business and disaster operations. If you believe there has been a breach of internal

confidentiality, report it to the Volunteer Services Manager or the DAT Program

Manager.

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Personal Conduct

Disaster Action Team Responders are highly visible representatives of the American Red

Cross, and their actions reflect upon the organization as a whole. As a result, each

volunteer will follow these personal conduct guidelines.

1. Treat all persons (including volunteers, staff, and members of the public) with

equality, understanding, respect, impartiality, and dignity.

2. Dress in proper attire and maintain a professional properly groomed image.

3. Perform assigned duties in a safe and responsible manner at all times.

4. Cooperate with and accept direction from ARC leadership and government

personnel in any environment or capacity.

Conduct violations while representing the American Red Cross, depending on severity,

may result in termination from volunteer service. Additional information on the

Chapter’s specific conduct guidelines may be obtained from a supervisor or the

Volunteer Services Manager.

If you wish to report a violation of ARC policies, you may submit a formal complaint to

the Volunteer Services Manager (Issue Resolution Form, on page 42 of the Volunteer

Handbook), which will be directed to American Red Cross Chapter Human Resources. It

may be submitted anonymously or with your name included.

Additionally, volunteers may contact an independent company who reports these

complaints to American Red Cross Chapter Human Resources. These issues may include

inappropriate service to clients, fraud or financial transactions (including CACs), ethical

conflicts, abuse of power, or breach of confidentiality (as a volunteer, employee, or

client). These reports are taken very seriously, and all claims will be investigated.

To make a report, call Concern Connection Line at (888) 309-9679.

For additional information, refer to the American Red Cross Volunteer Handbook or

contact the Volunteer Services Manager.

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ATTIRE & GO BAGS

American Red Cross volunteers and staff members are required to abide by specific policies

pertaining to attire—whether working at a disaster scene or in the Chapter office. Most

importantly, Responders must possess and properly display current ARC identification at all times

while representing the organization. Disaster response volunteers must also wear ARC logos or

coordinating colors while working in the field. These policies allow the public to easily recognize

or identify authorized ARC workers.

Proper clothing provides recognition of ARC volunteers and staff; they also allow for the safe

navigation of disaster environments. When responding to any disaster or incident, volunteers

must wear clothing that protects them from the elements: boots with toe or sole reinforcement,

dark pants (preferably fire resistant or provided by ARC), red or white top as the outer layer (long-

or short-sleeved shirt, jacket, or reflective vest), and hat (ARC or red/white).

Additional Items are highly recommended: small AAA or rechargeable flashlight or headlamp,

sunglasses or spare prescription glasses, pens and a black permanent marker, clipboard or “Posse

Box” with notepad, and extra sets of ARC client documents. As a disaster preparedness

organization, we must reflect our mission to be “ready to respond.”

As you may be on a disaster response for many hours (depending on the circumstances), bringing

a change of clothes (especially socks), comfortable shoes as a back-up when you leave the scene,

basic toiletries, and emergency prescription and over-the-counter medication is essential for a safe

and comfortable long-term shift. We recommend that you keep these items in a permanent “Go

Bag” that stays in your vehicle and is resistant to heat and moisture. We also urge you to pack

carbohydrate- and protein-rich snacks that will not spill or spoil. Always bring water and a car or

wall charger for your phone.

For specific examples and guidance, please refer to Appendix III – Attire & Go Bag.

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DAT CALL BREAKDOWN

Notification and Alerting

In the event of a disaster that displaces residents who require emergency assistance, first

responders (fire or police) are instructed to call the ARC National Headquarters response hotline.

During normal business hours (8:00 am to 6:00 pm Monday through Friday), calls are taken by the

daytime Disaster Duty Officer (DDO) who will deploy the on-call DAT Team Lead and Responders.

The DDO or Lead will determine where the Team will meet prior to responding to the disaster.

Between the hours of 6:00 pm to 6:00 am on weekdays and 24-hour periods on weekends and

holidays, the DDO will deploy the nighttime on-call DAT Team Lead and Responders. ARC policy

requires that clients be contacted by an ARC representative no more than two hours after the

notification of a disaster. The DDO will also determine the level of resources to be dispatched.

Once the Team has assembled at the pre-determined meeting point, the Team boards the DAT

Van and responds to the incident. DAT members may never self-deploy, and only ARC-

authorized drivers are permitted to operate Chapter vehicles. Violation will result in disciplinary

action, up to and including termination of volunteer service.

Scene Assessment

The Team Lead serves as the coordinator for ARC response activities, unless relieved by a Disaster

Services Supervisor as appointed by the DDO. Additional Chapter resources may be requested at

any time if the Team cannot adequately satisfy the needs of the displaced residents or first

responders. Follow these basic procedures for every call. The Lead will coordinate Team

activities.

1. Team contacts Incident Commander and is briefed on incident.

2. Note number of residences/units affected and number of clients in each.

3. Lead assigns duties to each team Member; Interns will shadow Member or Lead.

4. Take detailed notes for each household on a separate sheet of paper.

5. Ensure that clients are cared for and comfortable before beginning paperwork.

6. Distribute comfort kits, snacks, water, blankets, and clothing (located in DAT Van).

7. Offer first responders water and snacks; record number of items distributed.

8. Meet with individual households; begin top portion of Client Intake Worksheet.

If the Team observes the following conditions at the scene, the DDO should be called immediately.

1. If incident is a hydrant or water main break, the city is responsible for emergency housing.

2. The disaster has displaced more than 5 households or 30 individuals.

3. The disaster results in any injury or death, and DMH professionals are needed.

4. Hazardous circumstances are present or the scene is not accessible to DAT.

5. A shelter or canteen service is required (large number of clients or responders).

6. The media or VIPs are on scene or arrive during disaster; DDO will notify PIO and DPM.

7. Public Adjustors are present and obstructing ARC interviews or response activities.

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Disaster Assessment (for general livability only—48 hour period)

For a local DAT response, a detailed assessment of the client’s residence is required to accurately

document damage to the structure and itemize only the immediate disaster-related needs. A

Disaster Assessment must be completed prior to initiating financial assistance. A properly

completed DA includes only the information requested. Prior to writing on the DA form, use a

separate sheet of paper to make notes and sketch the layout of the structure, if necessary.

Remember to complete one DA for each household or unit, and ensure that information is not

shared with other clients. Use your notepad to organize names, address numbers, critical details,

and official statements from fire fighters or investigators only if necessary to complete the DA.

Always keep your personal safety in mind before entering a damaged structure or property.

Consult with the fire department as to the following conditions: air quality, stability of walls and

floors, damaged or exposed ceilings, pooling water, damaged electrical or gas lines, and visibility.

Only enter the structure with the expressed clearance from the Incident Commander, Fire Chief, or

Fire Captain. Note status of utilities and if repair companies are responding or on-scene.

Remember – DAT volunteers must successfully complete the online ARC Disaster Assessment

Course prior to filling out this document, unless directly supervised by the Lead or Supervisor.

When completing the DA Form, always start from the outside of the structure and work your way

in. If it is a large structure, the survey should be completed by two Responders for their safety.

Follow these basic guidelines to ensure complete accounting of damage.

1. Complete disaster and client information; details must match other forms 2. Damage Category: destroyed, major, minor, affected, unaffected, unknown/inaccessible 3. Exterior – smoke stains; fire damage to walls, roof, overhangs, garage; outlying buildings 4. Interior – if safe to enter, itemize contents; assess walls, ceiling, and stairs 5. Kitchen – check status of food, essential needs, appliances 6. Bedrooms – condition of mattresses, linens, clothes, shoes, and toiletries 7. In notes, include vehicle damage or communication challenges (cell phones, computers) 8. Never include information that exposes clients to legal or civil liability (ex. cause of fire) 9. Never include medical or health information; this is not a confidential form

Determining Housing

As early as possible, urge the clients to contacts family, friends, or their insurance company to

arrange for temporary housing. At volunteer’s discretion, clients may use DAT Member’s phones

only if necessary to establish housing. Insurance companies may be able to make

accommodations at a hotel or apartment if given adequate notice. If at a large apartment

complex, contact property management to determine if relocating the clients is possible.

Acquiring this information may negate the need for ARC to arrange emergency housing. If the

clients have no other alternative for housing, contact the DDO and begin paperwork for ARC-

provided emergency housing.

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Client Casework Forms & Documents

The Client Intake Worksheet

A CIW is the document of record for a single household and contains information regarding the

household demographics, services provided by ARC and emergency responders, and client’s

recollection of the disaster. Remember –ask for only the information requested on the form. It is

suggested that you print in block letters or lowercase only. Cursive can be difficult to “translate.”

A CIW must be completed for each disaster response and for each household displaced, even if the

client declines or does not require assistance. This allows ARC to retain important incident

information as a reference; clients may also arrive at the Chapter following a disaster requesting

assistance. The most critical component of client casework is accuracy – everything written on an

ARC document must be factual, impartial, and verifiable. It is most efficient to begin with the top

portion of the CIW during the first contact with the clients as the Damage Assessment is being

completed. Once immediate needs are determined, complete the remainder of the CIW and other

supporting documents during the formal interview. Remember – DAT volunteers must have

completed the ARC Client Casework Course and CAS 2.0 Courses prior to completing any client

document, unless directly supervised and approved to do so by the Team Lead.

The Interview

During the client interview, maintain a calm tone and compassionate disposition. During the initial

trauma, clients may experience a wide range of emotions and attitudes. Be a source of stability

and comfort for everyone, especially children and disabled or elderly members of the household.

Do not rush through questions and documents; there is plenty of time to write everything down.

It is optimal to interview the clients in the DAT Van or a private room if available. If children are

present, offer them a stuffed animal and Child Comfort Kit with coloring book. It will reduce their

stress and aid in recovery. Be sure to have documents and notepad ready; interruptions can break

the flow of the interview. We suggest using generic, open-ended questions.

1. “Where were you when incident started, and what did you do?”

2. “Who was with you, and where are they now?” (if the clients are separated, contact DDO)

3. “Who called emergency services, and what have they told you about your home?”

4. “Do you have homeowners’ insurance? (If yes) Have you been able to start a claim?”

5. “Where you will be staying tonight? Do you have family or friends who can help?”

6. “Do you need to replace any medication, glasses, or medical devices?” (if yes, contact DDO)

7. “Do you have transportation to hotel, family’s house, etc?” (If no, contact DDO)

8. “What do you plan to do tomorrow?” (Response shows mental state for recovery)

Printed on CIW are additional question for clients and prompts for information.

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These responses will be written in the lower section of the CIW. Do not write on the back of the

form; it will be visible to everyone! Be mindful of the client’s emotional state during the interview;

contact the DDO immediately if Disaster Mental Health or Health Services is needed or requested

by the clients. When the bulk of the information has been recorded, the Lead should review the

details to ensure accuracy, clarity, and legibility.

Direct Client Assistance & Housing Authorizations

Once personal information has been recorded on the CIW (and client requests and requires

financial assistance), begin filling out the Client Assistance Card Authorization (CACA) and

supporting documents. Call the DDO to begin activation of the CAC. Refer to the Standardized

Pricing List and transfer the totals to the CACA. If a Hotel is also authorized, begin completing the

Hotel Authorization form and—only if approved by the DDO—a second CACA if there is no direct

billing agreement. Ensure that monetary entries are correct and legible; ensure that the DDO

provides the total cost of the hotel reservation, including taxes and fees. When documents are

complete and the card is active, Responder and client sign each form. Give the clients the top

copy and place ARC copies in the CIW folder. Explain the Instructions, PIN & access codes, and

Merchant Letter.

Disaster Health Services & Mental Health Financial Assistance (Form 1475)

If the clients require replacement of over-the-counter or prescription medications, prescription or

over-the-counter glasses, or durable medical equipment, return to the CIW and only write in the

Initial Interview section “See 1475.” Contact the DDO or Supervisor for DHS consultation with the

client. Complete the top portion of the 1475 and write only generic needs in the first large box.

Do not write specific medications or diagnoses; ARC Health Services will complete the form during

a follow-up interview.

If the client (or any member of the household) is exhibiting signs of distress, shock, or trauma,

contact the DDO or Supervisor. An ARC DMH volunteer will contact you at the scene or call the

clients directly if possible. If circumstances jeopardize the health of the client, immediately

contact emergency medical services for evaluation. Once the client is stable, you may finish the

interview. If the client is not stable or requires hospitalization, contact the DDO and stop the

interview. If other members of the household need transportation to the hospital, the police and

fire departments are authorized to arrange transportation. Do not transport non-Red Cross

personnel in the DAT Van. Again, do not write diagnoses on the CIW or 1475; it is confidential.

Client Consent to Share Information

The CCSI form offers the client additional assistance outside of the ARC through partnerships with

community and government agencies. The CCSI specifies the level of consent and requires a

signature. If the form is not signed and dated before leaving the scene, American Red Cross may

not contact the clients for referrals, even if the need if present.

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Finally, ask the clients to review each document for accuracy and sign and date the forms.

Partner Agency Referrals & Services

The CCSI allows the ARC to contact partner agencies in the event a need cannot be satisfied by the

ARC. Most often, it is for replacement of household goods and clothing, medical or mental

examinations, long-term housing, and other non-emergency needs. ARC provides 2-1-1 cards for

every household. It is the most efficient method of referral and does not require additional

research by the DAT responders. If the clients do not know their insurance company phone

number, a reference sheet is available in the DAT Van or in the Job Aid packet.

The Red Folder

At the conclusion of the interview, place client’s forms and receipts in the Red Folder. It contains

post-disaster information, ARC and partner agencies contacts, and tips for successful recovery and

clean-up. Remind the client to keep everything related to the disaster in one place.

DAT Response Variables

No DAT call is the same, but the procedures are predictable. Very often, the DAT call works like a

flowchart—a choice between “yes or no” and “this or that.” The response will only vary in scope

and size. Here are some common variables that can alter a “normal” DAT call.

1. Multi-family Disaster – If the number of households is five or more, additional DAT volunteers may need to respond. If the number of clients requiring housing exceeds 20, a shelter may be activated. Team Lead will assign DAT members to groups of residents or units and complete applicable client casework and DAs. If the disaster requires overnight shelters, financial assistance is not provided until shelters close.

2. Separated Families – If family members are not together following a disaster, make every attempt to reunite the family. Clients may register on Safe & Well to notify friends and family of their post-disaster location and general information. Never leave a client alone during or following a disaster; ensure adequate care for everyone.

3. Children, Pets & Elderly – Each of these groups requires specific care and accommodation, especially with housing and transportation. Children may not be driven away from the scene without a size-appropriate car seat. Pets need food, water, and appropriate post-disaster shelter. Elderly or disabled clients may need continuous supportive care and immediate replacement of medications or mobility equipment.

4. Public Adjusters – These individuals represent for-profit contractors and retain a commission for obtaining contracts. They may be very intrusive immediately following the disaster and disrupt the client interview. It is advisable to ask these individuals to remain away from the clients until ARC is ready to leave the scene. If the scene is unmanageable, contact the DDO or request police assistance. Do not debate or argue with Adjusters at any time; it only makes the situation worse and reflects poorly on the American Red Cross image.

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What to say and not say during a Disaster Response…

As stated earlier in the Client Interview section, maintain a calm tone and compassionate

disposition. Avoid at all costs discussing religion, fate, Karma, or other personal opinions or

conjecture. Blanket statements or assumptions about the clients’ state of mind or mood can have

disastrous consequences. Reassure the clients (if necessary) that their feelings of despair, anger,

or numbness are normal and expected. Be a source of stability and comfort for everyone,

especially children and disabled or elderly members of the household. The most important aspect

of these emotions is acknowledging them and focusing on the path to recovery. More information

and training is available through the ARC Psychological First Aid Course.

When speaking with anyone—whether a client’s family member, ARC volunteer, firefighter,

insurance agent, or media representative—provide only information that does not violate the

confidentiality of the ARC-Client relationship. When discussing the incident with emergency

personnel, do not document or repeat speculative information. Conclusions derived during official

investigations will be disclosed to the clients at the appropriate time. Remember – do not write

the official cause or source of the disaster on any ARC document.

American Red Cross services and financial assistance are free to clients, and volunteers must abide

by the established standardized policies and guidelines. Do not make promises or guarantees the

DDO or Supervisor cannot deliver. It undermines ARC credibility and does not allocate donor

dollars responsibly. If unsure of what to offer, speak to the Lead or DDO. Remember – DAT

provides only immediate, disaster-related assistance and does not replace long-term belongings;

American Red Cross is not an insurance company. In federally declared disasters, FEMA may be

available for long-term housing and financial assistance.

Concluding the Interview

Ensure that all forms have been signed and dated by both the clients and the Responders

completing them. Be sure to fill out the ARC business card in the red folder with the Lead’s name

and CAS Event Number for reference. Lastly, ask the clients if there is anything else they need

before leaving the scene: phone numbers, water and snacks, comfort kits, or even a hug. We are

there to help with their most urgent necessities, both physical and emotional. Remind the clients

that the ARC Chapter office is open during regular business hours for follow-up consultations if

anything arises after ARC leaves the scene; appointments are highly encouraged. The short-term

plan is key to the clients’ successful transition from disaster to recovery.

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SECTION 2

MASS CARE & DISASTER

SERVICES RESPONSE

FROM THE DAT PERSPECTIVE

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MASS CARE OVERVIEW

Disaster Action Teams may be mobilized to support other disaster service functions

within the Chapter or in neighboring jurisdictions. In this case, DAT will respond to the

scene of the disaster and performs a variety of activities. Here are the most common

secondary assignments for DAT volunteers.

Canteen & Feeding

ARC volunteers may respond to disasters that do not immediately require assessment of

needs or client housing. Volunteers provide refreshments and respite for temporarily

displaced residents and personnel who are working the disaster. Several circumstances

could lead to a Canteen event. Most often, residents are waiting at an evacuation area,

which may become a permanent shelter; ARC may also support operation of fire, law

enforcement, and other government personnel. Canteen volunteers provide food and

drinks until fixed meals are available at the site or operations center.

Neighborhood Evacuation & Temporary Evacuation Point

These incidents are the result of several precipitating events: police activity, imminent

threat to property or persons (expanding disaster), loss of life-sustaining electricity, and

disruptions in gas or water lines that make homes unsafe to occupy.

A large-scale police incident forces residents near the “exclusion zone” to relocate to an

evacuation area until it is safe to return to their homes. During evacuations, ARC

volunteers may provide clothing, snacks, and water; safe refuge from the elements or

dangerous conditions; and information to first responders and residents.

Emergency Operation Center & Incident Command Post

If the disaster requires government and partner-agency support or the activation of the

Chapter Disaster Operations Center (CDOC), DAT volunteers may be assigned to provide

logistical and canteen services to personnel in fixed operations centers or at field

command centers. An ARC-authorized liaison will be the primary contact for

information and disaster updates; however, DAT volunteers may provide information to

officials with authorization from the Disaster Duty Officer (DDO), Staff or Volunteer

Supervisor, Liaison to Government (LG), or Public Information Officer (PIO).

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Disaster Shelters

If a large disaster has been declared, DAT volunteers may be asked to set-up,

temporarily staff, or breakdown a shelter or evacuation center. The PIO, DDO, or

Shelter Supervisor must approve any statements or updates to clients and media.

Unless properly trained, the duties and responsibilities of the DAT volunteer may be

limited to the following assignments:

1. Responding to shelter; greeting clients and directing media 2. Setting up shelter, posting signs and approved messages 3. Shelter management support, directing volunteers and resources 4. Distributing water, snacks, blankets, comfort kits, and clothing 5. Distributing information to clients, responders, and government officials 6. Documenting services to clients and support staff

National Disaster Relief Operation (DRO)

In the event of a state- or nationally-declared disaster, DAT volunteers may be assigned

to support the local ARC response. Chapter Staff and Volunteer Supervisors, in

conjunction with state and federal officials, will disperse information and responsibilities

to the DATs for the affected areas. These assignments may include:

1. Disaster Assessment & Surveys – Assess damage and transportation access 2. Shelter & TEP – opening or preparing locations for displaced residents 3. Client Casework – registering clients directly affected or displaced by the disaster 4. Canteen & Feeding – provide emergency food and supplies to displaced residents 5. ERV – providing meals, supplies, and information to residents sheltering at home

Several actions must occur in order to ensure proper transition from local Chapter

control to National, and vice-versa. Providing American Red Cross Superiors and

Liaisons with accurate and up-to-date records of activities and areas served reduces

gaps in service or duplicated efforts. It is vital that the DAT volunteers maintain

constant communication with the Disaster Duty Officer or Volunteer Supervisor during

preparations for the transition. On-call DAT Responders may be assigned to smaller

roles within the Chapter operations of a DR; however, they must continue to be

available for non-DR related disasters during their on-call hours.

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CHAPTER VEHICLES

Overview

American Red Cross vehicles are highly recognizable and visible from considerable

distance. Safe operation and handling promotes the mission and purpose of ARC. The

DAT Van and Canteen are the primary delivery methods of services and support for

displaced residents, emergency responders, and ARC staff and volunteers. The vehicles

are designed to arrive at a disaster scene and distribute critical supplies and services in

an organized and efficient manner. There is a great deal of information disseminated

during the ARC Vehicle Workshop, but this manual will provide the basics for a DAT

response. Remember – anyone violating vehicle safety guidelines may be subject to

ARC discipline, up to and including dismissal.

Safe Operation

Always observe safety guidelines when responding to disasters or driving a Chapter

vehicle, and follow traffic laws and regulations. Fines and citations are not paid by the

Chapter; they are the responsibility of the driver. Only trained, qualified, and

preapproved volunteers may drive Chapter vehicles, and successful completion of the

Chapter Vehicle Workshop is required to become an approved driver. DAT Responders

are required to possess current First Aid, CPR & AED certification while assigned to DAT.

First aid kits are provided in all Chapter vehicles, and emergency procedures and

instructions are listed in the vehicles’ logbooks.

Prior to driving a Chapter vehicle, follow these safety guidelines:

1. Inspect the vehicle (from top to bottom, inside and out, and underneath) before

leaving your location; immediately report discrepancies or deficiencies.

2. Complete entries in the Vehicle Log Book and itemize essential contents; if the

vehicle needs gas before or after the response, do so in a timely manner.

3. Everyone must wear seatbelts; DAT vans may accommodate five passengers.

4. The DAT Lead is responsible for navigation & communication; the driver is

prohibited from using any hand-held device, even voice-activated navigation.

5. Passengers assist the driver with adjusting mirrors, parking, restocking, and

cleaning; always leave the vehicle in better condition than when you found it.

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6. At the disaster scene, park the van only where it is legal and permitted; ask an

emergency responder for guidance or escort if necessary.

7. NEVER drive over fire hoses or block access to hydrants; damage to equipment or

property may result in civil or criminal liability.

8. NEVER block private driveways or alleys; residents may need to evacuate later.

Chapter vehicles may not be used to transport clients or non-Red Cross personnel. ARC

vehicle insurance will not cover any injuries to the passengers. Red Cross vehicles also

may not transport first responders, even in an emergency. The priority of the ARC

volunteers in an emergency is to evacuate and reach a safe location.

If the vehicle is not permitted entry into a disaster scene (by police or fire personnel),

contact the DDO or supervisor for instructions; a clearance may be granted from the

Incident Commander depending on the circumstances and response needs. Be patient

and offer these personnel water and snacks; they are working in a stressful environment

as well.

If the volunteers are not able to respond to the incident due to impassable roads or

disaster-related circumstances, contact a supervisor for instructions. A Chapter vehicle

should not be driven through fire lines or where embers and debris place volunteers and

first responders in imminent danger. Leave the disaster scene completely and park in a

safe place. Contact your supervisor or DDO immediately if the scene is unsafe.

Vehicle Incidents

If volunteers witness a traffic accident while operating a Chapter vehicle, STOP and

render aid if possible. Park off the highway or out of traffic. If there are visible injuries,

call 9-1-1 immediately, retrieve the First Aid Kit from the vehicle, and render aid only if

you are trained to treat the injury. Finally, report the event to you supervisor or DDO.

If the Chapter vehicle is involved in a traffic accident, move the vehicle out of traffic if

possible. Render aid to anyone with visible injuries and call 9-1-1 immediately; only

then will you report the incident to the DDO or Supervisor. Once everyone at the scene

is safe and able to return to their vehicles, write down everything that occurred, to the

best of your ability, and complete an Accident Report located in the logbook. If the

vehicle cannot be driven away from the scene, contact your supervisor for instructions.

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HEALTH SERVICES & MENTAL HEALTH OVERVIEW

Overview American Red Cross Disaster Health Services and Disaster Mental Health offer evaluations and counseling for clients, staff, first responders, and volunteers during a disaster operation. (Staff and volunteers may access services at anytime.) This training segment introduces the role of Disaster Health Services and Disaster Mental Health in the disaster operation and its importance in promoting the cycle of recovery for clients. Remember, the clients’ responses to disasters are involuntary; the client did not chose to be the victim of a disaster. Show an abundance of compassion when speaking with clients and their representatives. Often, simply being emotionally connected with a client during stressful and chaotic events can be a successful first step to recovery.

Symptoms of Trauma Disaster services volunteers are often the first “lay persons” to contact the clients during or immediately following a disaster. Recognizing and responding appropriately to symptoms of trauma and stress support the clients’ long-term health and mental recovery. Symptoms may be exhibited immediately or delayed by hours or days. These are a few of the common involuntary responses to disasters or traumatic events:

1. Physical – shock, loss of senses, loss of appetite, shaking, or disorientation 2. Psychological – memory loss, dissociation, or denial of event/losses 3. Behavioral – anger, crying, isolation, sleep deprivation, or outbursts

Impact on Clients 1. Inability to contribute to self-recovery, set goals, or complete paperwork 2. Inappropriate emotions or responses; disrupts operations or services 3. Loss of personal space, privacy, routine; cannot communicate needs 4. Disdain for ARC staff or clients; refuses assistance despite circumstances

Impact on Volunteers, Staff & Responders 1. Exhaustion, dehydration, weak cognition or appetite, or interrupted sleep 2. Inability to complete tasks; loss of attention, focus, or orientation 3. Short temper with staff or clients, risk-taking, or isolation

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Reporting & Documentation When interacting with clients and observing symptoms of trauma, report the information to a supervisor or DDO, who will then contact a DHS-DMH professional and initiate the conversation with the client. ARC Responders—unless specifically trained to counsel clients—should not be involved with detailed screening of clients for mental or physical health needs. Contact emergency responders if there is an imminent threat to a client’s health or safety. This is not a breach of confidentiality; we are acting in the clients’ best interests, and clients may decline assistance if they so choose. Note only a referral to DHS-DMH on the CIW and 1475. Do not write specific diagnoses or observations on any ARC document. Health Services professionals will complete these forms later.

Clients with Access & Functional Needs (AFN) Disasters affect entire communities, and displaced residents represent a diversity of ethnicity, age, nationality, religion, and physical ability. Treating clients with dignity, equality, and compassion also involves tailoring service delivery to meet the specific needs of all clients, not just the majority. These needs may encompass the following categories:

1. Disabilities or limited mobility; clients with durable mobility devices 2. Regular use of medication or durable medical devices 3. Pre-existing injuries or conditions that require specialized support 4. Allergies and specific, health-related dietary restrictions 5. Personal dietary requests (due to religion, culture, or comfort)

Resources for Clients Disaster Health Services and Disaster Mental Health practitioners are available 24-

7, 365 to clients. These consultations observe absolute confidentiality, and

information is never shared outside of the client-provider relationship, unless

authorized by the client. Services can be accessed during a DAT response, shelter

operation, field interview, home visit, or by phone. Along with ARC services, San

Diego County’s 2-1-1 network is a valuable resource for clients and volunteers.

When concluding an interview with a client, refer to available services or

programs, including DHS-DMH even if the client is not exhibiting symptoms of

trauma. The clients may recognize these symptoms in themselves, a member of

the family or household, close friend, or someone in the community.

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MEDIA & PUBLIC AFFAIRS OVERVIEW

Overview The media is our ally; it is the primary tool for the dissemination of disaster information, resources, neighborhood updates, and appeals for support. Determining the outcome of media coverage during a disaster depends on the skill and proficiency of the authorized ARC representatives. Framing information and presentations in a professional and responsible manner builds trust and collaboration between the ARC and media organizations. As we learned earlier, communicating with clients requires empathy and attention to detail, especially when interpreting non-verbal or behavioral cues. Relating with media and public agencies is an entirely different process. Let us discuss how we create a professional message.

Communication Most ARC volunteers have some competence with communication and public speaking. They are in the public eye during disasters and service delivery, and they interact with clients on a daily basis. However, refining communication skills and techniques for media consumption requires study, reflection, and practice.

Positive qualities of communication 1. Rehearsing message and asking others to proofread or edit language 2. Maintaining eye contact and concentration 3. Reading from prepared notes or following visual presentation 4. Avoiding or ignoring distractions, interruptions, and background noise 5. Speaking in clear and steady tone; ensuring everyone can hear message 6. Remaining on topic and limiting tangential and unimportant information 7. Highlighting successes and goals of the disaster operations 8. Asking follow-up questions and summarizing information

Negative qualities of communication

1. Incoherent or garbled delivery 2. Not speaking to entire audience 3. Not reading from notes; losing place, pausing or repeating message 4. Failing to completely deliver message 5. Unprepared for questions or comments 6. Not dressed or groomed professionally 7. Focusing on details instead of big picture

Field Operations Most often, the media are simply trying to tell the disaster story and the response activities of the American Red Cross and government agencies. Cooperation and mutual

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respect reinforce the critical relationship between ARC and the public. Here are a few scenarios where ARC volunteers may interact with the media. DAT Calls Camera crews and reporters are often on-scene during moderately sized disasters (and sometimes very small ones). It is critical that DAT Responders avoid speaking to the media in the initial stages of a disaster operation; there is very little known information and the clients always come first. If media are present during any stage of an operation, contact your DDO or Supervisor immediately. If asked about the ARC response, simply highlight the ARC Mission of “providing free emergency assistance and long-term recovery of those displaced by the disaster thanks to the generosity of the American people.” Never discuss specifics of the clients’ situation or direct the media to the clients without first completing ARC client casework. Then, you may ask clients if they would like to be interviewed.

Shelters & Evacuation Centers During large disasters when residents are evacuated and directed to shelters or evacuation centers, media often attempt to tell the story of the disaster and interview clients, volunteers, and responders. There is a strict adherence to confidentiality, privacy, and client-based service within the walls of an ARC shelter. However, media are permitted to access the shelter and interview clients under controlled circumstances; shelter managers and supervisors oversee these interviews. Again, never discuss specifics of a client situation or direct the media to the clients without first asking the clients for their permission.

National Disasters During hurricanes, earthquakes, floods, tornadoes, and other natural disasters, media will be everywhere, often on-scene before anyone else. Broadcasting the devastation can be vital to highlighting the needs of the residents and agencies tasked to respond and assist the residents. The ARC always cooperates with the media and even seeks them out to raise awareness of the activities and services available and to seek donations and public support. Once again, in these situations, a well-trained representative will be the lead contact for the media. If conducting fieldwork, feeding, or assessments, volunteers are advised only to discuss how the mission and principles of ARC support the recovery of clients.

EOC, ICP, CDOC If a disaster requires the activation of a central or field command center, ARC volunteers and representatives must abide by the restrictions and recommendations of incident commanders and ARC supervisors. Information exchange is critical to the operations centers, and ARC responders support them through damage assessments, client

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interviews, shelter operations, and press releases. Authorized representatives of the operations are the only persons responsible for disseminating information to the media; false reports, rumors, conjecture, and unauthorized information from ARC responders damage the credibility of the ARC and its partner agencies. Here are a few acronyms that may be used during large disaster operations:

CalOES – California Governor’s Office of Emergency Services

CDOC – Chapter Disaster Operations Center (ARC facility)

EMA – Emergency Management Agency (City or County)

EOC – Emergency Operations Center (most often government agencies)

FEMA – Federal Emergency Management Agency

ICS – Incident Command System (chain of command for operations)

ICP – Incident Command Post (command center at disaster scene)

NOAA – National Oceanic and Atmospheric Administration

SD OES – San Diego County Office of Emergency Services Summary As stated throughout this session and other courses in the ARC training program, volunteers are the core of a successful disaster operation. Effective service delivery, transfer of information, logistical support, and client interactions generate an environment of trust, respect, and interdependence on the ARC. The media supports the ARC mission by focusing on the great work being done on a daily basis across the country. A strong, effective relationship with the media builds on the ARC mission of providing free services to anyone displaced by a disaster. Volunteers and responders support that goal through professional and unbiased information exchanges with media outlets or providers. Broadcasting that mission on television, in newspapers, and over the internet and social media brings broad visibility and awareness of these critical services. The Public Information Officer (PIO) during a disaster carries out several critical tasks to support the overall mission of the Red Cross. These are the three most common:

Assures the community and general public the Red Cross is present and providing services and assistance for those impacted by the disaster

Informs the disaster-affected community of the specific Red Cross services available and where they can be found; provides information to partners and first responders

Determines what information will be disseminated to the public and ARC clients

Advises the director of disaster response about communication issues and media messages about Red Cross; develops strategies for communicating new information

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TECHNOLOGY

The San Diego/Imperial Counties Chapter of the American Red Cross uses a variety of

platforms to collect, organize, access, and disseminate information—whether it for

internal ARC use, government and partner agencies, or the general public. As active

ARC volunteers, you may be required to access these platforms in order to

communicate with supervisors or colleagues.

DCSOps

Disaster Cycle Services Operations is the primary collection point for all active field

responses and volunteer availabilities. Volunteer Supervisors, DDOs, and support staff

use DCSOps to determine who responds, where to respond, and the level of resources

mobilized. Any volunteer can access DCSOps to update schedules and availabilities and

track cases and incidents.

For more information, please refer to Appendix I – DSCOps User Guidelines.

Volunteer Connection

Volunteer Connection is an online organizational database of calendars and schedules,

volunteers, functions, training, policies and organizational updates, volunteer hours

worked, and other professional information. It is primarily used to disseminate

materials and documents, provide reminders and links for training and classes, and to

communicate between leadership and volunteers. It is also used by ARC National to

track volunteers’ DRO deployment availability.

CAS 2.0

CAS 2.0 is the primary starting point for client casework volunteers and DDOs to initiate

emergency assistance. During DAT responses, the DDO will request specific household

information (such as household count and names, birthdates, phone numbers, and

damage classification) in order to provide immediate financial and housing needs. In

most instances, the DDO or caseworker will not be able to accommodate the clients

without all requested data points. It is vital to have this information prior to calling the

DDO or accessing the database.

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EMBARC

EMBARC is the online registration system for most ARC classes or training sessions. It

requires users to first register and establish a profile. This profile is accessible to ARC

staff as a method of tracking successful completion of training. Though it requires

practice for proficient use, it is an invaluable tool for new volunteers.

Google Docs & Chrome

The DAT Program Manager or Staff Support will post pertinent information, schedules,

or sign-up sheets online utilizing Google Docs. These are internet-based documents that

can be uploaded, edited, reviewed, and downloaded “live,” meaning they can be

changed by anyone who accesses the document.

CDOC

The Chapter Disaster Operations Center is the hub of active disaster operations for the

Chapter and partner agencies. In the event of a large disaster in San Diego or Imperial

County, the CDOC may be activated by ARC personnel. The CDOC is a “cloud platform,”

meaning that information collected and processed is available in secure, online

databases for field workers to access in real time. The CDOC is also used regularly for

training, classes, or regular Chapter meetings.

Accessing American Red Cross: National Website http://www.redcross.org/ Chapter Website https://www.redcross.org/ca/san-diego DCSOps https://www.dcsops.org/ CAS 2.0 https://cas-pacific.communityos.org/zf/auth/login Volunteer Connection https://volunteerconnection.redcross.org/ SABA https://classes.redcross.org/Saba/Web/Main Facebook https://www.facebook.com/SDredcross

Other Important Websites CAL FIRE Active Fires http://cdfdata.fire.ca.gov/incidents/incidents_current San Diego County OES http://sdcountyemergency.com/updates/ San Diego Fire Dept. http://www.sandiego.gov/fire/ San Diego Fire Dispatch http://apps.sandiego.gov/sdfiredispatch/