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

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

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!

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

State Agency Volunteer ProgramsCitizen Corps

Programs

Spontaneous Volunteers

Business Volunteers

CA Community Colleges

Volunteer World

(Citizen Corps)

52/15/2013

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

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

Types of Emergency Volunteer Centers

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

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

What happens at an EVC?

Welcome & Registration

Volunteers report to assignment or

wait to be contacted for opportunity

Volunteers receive info on available

opportunities

Interviewing

Data/Agency Coordination

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

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!!

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

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

Recruit and Receive

They will show up Where to find volunteers? How to recruit for special skills?

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.

Supervise

Volunteers must know who is supervising them

Track volunteer hours One supervisor to 3 to 7 volunteers

Supervise

Traits of a good supervisorClear instructionsLavish praise, when earnedCorrect errors immediatelyHelp volunteers feel valuedWatch for burnout Keep your sense of humorListen

Recognition

Formal vs informal How to show appreciation A sincere “thank you” from supervisor is

often cited as the most meaningful type of recognition

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 reportSend reports via fax or email to your EOC

contact

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.

Importance of Data Collection

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

What IS the Message?

Coordinate all messaging with your Emergency Operations Center

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 Opportunities here (create a link)

Current Disaster Information here(create a link to Cal EMA or your County OES)

Sample Message

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?

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

Four Phases of Disaster

Preparedness

Response

Mitigation

Recovery

Activities that prevent, eliminate or reduce the effects of a disaster

Disaster

Activities to provide emergency assistance to victims of the event and reduce the likelihood of secondary damage

Restores vital life support systems and returns area to normal or near-normal conditions

Planning how to respond to a disaster and increasing resources available to respond effectively

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

Incident Command Chart

Incident Incident CommanderCommander

Operations Operations Planning Planning Logistics Logistics Finance/Adm Finance/Adm

Safety Safety OfficerOfficer

Public Public InformationInformation

OfficerOfficer

Liaison Liaison OfficerOfficer

Operations Operations

Where does Volunteer Management Fit?

Operations Operations Planning Planning Logistics Logistics Finance/Adm Finance/Adm Operations Operations Logistics Logistics Operations Operations Finance/Adm Finance/Adm

VolunteersVolunteers

Operations Operations

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

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

Who are our potential partners and stakeholders?

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.

Immediate ActionsDetermine what immediate actions need to be taken to begin the EVC Activation process:

Identify EVC facility & locationIdentify / Contact PersonnelEstablish communications methodsContact critical partners – government & nonprofitGather required logistics for EVC operationGather Standard Operating Procedures

EVC Activation

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!

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

Facility & Location

Facility Use Agreement

Indoor / Outdoor

Line Area / Waiting Area

Parking

Bathrooms

Power / IT Connection

Safety, First Aid, OSHA compliance

EVC Activation

Sample Floor Plans

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

EVC Activation

EVC Set-UpCommunications 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)

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

Risk Management

Mental health concernsDisaster work is stressfulMitigate stress in a variety of ways

Enforce staff breaks Create debriefing opportunities Provide access to professional mental health

resources

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 CenterParticipates in local disaster drills and exercisesHelps with local emergency response efforts

EVC Staff Roles

Receptionist InterviewerRunnerVolunteer Opportunities CoordinatorVolunteer Data CoordinatorEVC Manager

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

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

EVC Key Procedures Interviewing

Review volunteer’s Intake & Referral Form for completeness

Suggest a referral based on volunteer’s skills and availability

Confirm that volunteer accepts the referral and notes on Intake Form

Provides volunteer with pertinent information about the referral

Runner’s Role

Carry information from one section of an EVC to another

If other communications systems are not working, runners may be asked to transport messages from EVC to emergency responders, businesses, other organizations, etc.

Volunteer Opportunities Coordinator’s Role

Staffs Volunteer Opportunities Desk Identifies needs for volunteers in agencies and

organizations Proactively identifies needs—time is of the essence Helps agencies and organizations complete the

Agency Request Form Maintains contact with agencies and organizations Informs Interviewers when a request has been filled

Volunteer Data Coordinator’s Role

Staffs Volunteer Data DeskTracks numbers of volunteers referredCollects completed forms from InterviewersCreates and implements manual or

computerized system for entering dataReports to Volunteer Opportunities Desk

when a request for volunteers has been filledPrepares a daily report on volunteers referred

EVC Manager’s Role

Oversees all functions of the EVC Manages set-up, operations and demobilization Assigns, schedules and supervises lead EVC staff Maintains close communications with local

emergency operations center Closely monitors operations—changes as needed Handles press inquiries, in coordination with County May need to act as disaster volunteer management

consultant May need an assistant

EVC Key Procedures

After Action Reports Use to capture “lessons learned” Keep notes during activation (use log)

• What you did• Why you did it• What happened as a result

Keep volunteer statistics Conduct “hot wash” with your volunteers as part of

demobilization Write it up and distribute to your constituents Update your plan, procedures as needed

Exercise Scenario It is 24 hours after a major earthquake has occurred. Because of

the disaster, roads and bridges between your community and the main County offices have been badly damaged, isolating your community.

Electricity, water and telephone service are sporadic; a number of cell phone towers have been knocked down. Many of the town’s residences have been damaged.

The Red Cross is planning to open a shelter.

You have been asked by some of the leaders in your community who know you had received some training to open an Emergency Volunteer Center.

Exercise Scenario

What are some of the immediate needs?

What are the resources?

Who would be on your list to contact?

Your Mission

Setup and operate an EVC

EVC Layout

Things To Keep in Mind

Where will the SUVs line up for EVC Reception? Is there enough space?

Where will the SUV’s fill out the Volunteer Intake Form? Where will they be directed to take the form once it is filled out?

How will you determine the order of the interviews?

Is the waiting area large enough to accommodate a large number of people comfortably?

Is there a clear entrance and exit for volunteers?

EVC Layout

Things To Keep in Mind

Is there enough space in the walkways for volunteers + EVC staff to be walking around?

Are the restrooms in a safe & private area?

Is the EVC accessible to people with disabilities?

Is signage clearly visible? Is there any signage that is potentially confusing as far as what it says and/or where it is placed? Are more signs needed?

EVC Layout

Things To Keep in Mind

Does the EVC Manager have a clear view of the EVC operation?

Is there separation between the ‘public’ areas and sensitive EVC staff areas (such as Volunteer Requests, Data Coordination, etc.)

Is the Data Coordination area in an area where privacy of records can be guaranteed? Is there sufficient room to sort and file?

Exercise De-Brief

What went well?

What would you change next time?

Feedback on process?

Resources and Tools

Where to go for more information:

State and Federal AgenciesCaliforniaVolunteersVolunteer Los AngelesYour local Volunteer Center

Thank You!

Please fill out your evaluation. Presenter Information:

Gilbert Gonzales, Volunteer Los Angeles ggonzales@volunteerlosangeles.org

Cheryl Nagy, San Bernardino County Fire OESCheryl.Nagy@oes.sbcounty.gov

Phyllis Onstad, CaliforniaVolunteersPhyllis.onstad@cv.ca.gov