1st Edition
Managing Spontaneous Community Volunteers in Disasters A Field Manual
While history has identified a need for improved coordination during emergencies, it has also demonstrated that community volunteers positively impact their neighborhoods during times of crisis. Laying out the rationale and process by which emergency managers, community leaders, and non-governmental aid organizations can effectively collaborate and integrate citizen response, Spontaneous Community Volunteers in Disasters explains how to engage, train, and utilize spontaneous unaffiliated community volunteers (SUCV).
The book prepares leaders to integrate local volunteers into any scale emergency response. Protocols and flexible management solutions are outlined to ensure safe and effective planning and execution. Work templates provided can be modified to suit the needs of any community. This accessible manual provides the tools to:
- Assess your agency’s role, tasks, and challenges to meet community needs in a disaster
- Build a plan for managing SUCVs by developing internal and external protocols
- Develop effective spot screening and selection methods
- Engage community members in information-sharing and outreach campaigns
- Consider policies and procedures that create relevant roles for volunteers and community groups to build a resilient team for disaster recovery
- Provide National Incident Management System (NIMS) compliant answers to address common barriers to using SUCVs
Combining field experience and psychosocial research, the book makes a strong case as to why community involvement in disaster response will have a positive impact on a community’s resilient recovery.
Praise for Spontaneous Community Volunteers in Disasters:
All emergency management coordinators can benefit from this book.
—Howard Butt, New Jersey State Police, State CERT Coordinator
Lisa Orloff has done an excellent job in both identifying a significant opportunity in emergency response and meticulously outlining how that opportunity can best be leveraged.
—Dr. Michael Chumer, New Jersey Institute of Technology
The History of Spontaneous Volunteerism in Disaster Response
History of Spontaneous Volunteerism in Disaster Response
Lessons Learned from Spontaneous Volunteerism in Disaster Response
The Ecosystem of Supportive Partners in Disaster Response
National Government Initiatives
National or International Nongovernmental Agencies
Businesses
Local Faith-based Organizations and Nongovernmental Organizations
Ordinary Citizens, Good Samaritans, and Local Assets
Exploring the Unique Challenges of Today’s Disaster Response
Public Apathy
Communications
Diverse Populations and Cultures
Where People Settle
The Carless Society
Internal Capacity Challenges
Lack of Staff and Partner Expectations
Liability
A Typology of Disasters: Traditional Hazards and Threats
Terrorism
Pandemics
Natural Disasters
Hurricanes
Coastal Storms
Landslides and Mudslides
Floods
Tornadoes
Windstorms
Tsunamis
Wildfires
Blizzards, Ice Storms, and Severe Winter Storms
Human-Made Disasters
Construction Accidents
Chemical and Industrial Hazards
Transit of Hazardous Material through Your Town
Disaster Management Concepts Applied to Spontaneous Unaffiliated Community Volunteer Management
A Common Lexicon of Terms
The Life Cycle of Disaster Response
Preparation
Response
Recovery
Mitigation
The Incident Command System
Integrated Communication Concepts
Emergency Support Functions
Adjunct ESFs
Assessing Internal Readiness
Defining Agency Roles and Tasks in Disaster Response
Assessing External Partner Support
The Many Faces of Disaster Volunteers
Identifying SUCV Roles
Survey Results
Tailoring Your Plan for Different Phases of Disaster
Tailoring Your Plan for Anticipated Hazards
Weighing the Pros and Cons of Utilizing SUCVs
Pros
Cons
Liability
Emotional and Physical Concerns
Internal Capabilities: Staffing
Protocols for SUCV Management
Designate Oversight
Span of Control
Agency Responsibilities
Catalogue Your Resources
Follow Up with Volunteers
Developing Protocols for Volunteers to Follow
Length of Shift
Length of Volunteer Commitment
Briefings and Debriefings
Post-shift Reports
Code of Conduct
Confidentiality Agreement
Self-care
Family Preparedness
Volunteer Responsibilities
External Protocols
Choosing Disqualifiers
Core Attributes
Additional Attributes: Workshop Feedback
Volunteer Application
Volunteer Self-Assessment
Agency Outreach Flyer
A Volunteer Reception Center and Point-of-Distribution Model
Adapting to Your Size and Needs
Planning Your Volunteer Reception Center
Networking and Communication
Logistics
Preparing an Efficient Floor Plan
Some Considerations in Laying Out Your Floor Plan
Running a VRC/VRA while Continuing to Serve Those in Need
Public Information
Staffing Policies and Procedures
Outside Normal Business Hours
VRC Roles and Positions
Executive Responsibilities
Executive Positions
VRC Director/ICS Commander
Operations Officer
Planning Officer
Logistics Officer
Finance Officer
Public Information Officer
Safety Officer
Position Descriptions for Roles That May Be Fulfilled by SUCVs
Greeters or Receptionists
Interviewers
Resource Coordinator and Data Entry
Volunteer Orientation and Training Coordinator
Social Support Services
Food, Water, and First-Aid Services
Runners
Security
The Volunteer Reception Center Model Applied to the Public-Health Sector’s Points of Distribution Model
Position Descriptions for Roles That May Be Fulfilled by POD Volunteers
Clerk Assistant (Data Entry)
Greeter
Screener
Educator
Food Service
Supply (nonmedical)
Runner
Spot Screening, Assessment, and Selection
Interview Fundamentals
Spot-Screening Logistics
Spot-Screening Safety
Spot-Screening Checklist
Keep an Objective View
Share Relevant Data
Use Spot-Screening Time Wisely
Modeling Values: Actions Speak Louder than Words
The Process
Volunteer Application and Self-Assessment
Interviewer Templates
Five Types of Interview Questions
Cultural Sensitivity
Assessment
Outcome of Interview: Steps to Take upon Selection
Offer a Role
Agree on a Communication Strategy
Validate or Check Credentials
Validate
Credential
Decline with Gratitude
Reducing Attrition and Unwanted Behavior through Proactive Management: A Competency Model for Leaders and Managers
Find Existing Resources to Manage Volunteers
Understand the Needs of Your Managers and Your Volunteers
Proactive Management Protocols
Provide a Team Orientation
Just-In-Time Training
Share Your Agency’s Mission, Vision, and Values
Clarify Expectations
Promote Self-Care
Prepare Volunteers for Sunsetting
Long-Term Recovery Roles
Build Your Team
Leverage Command Presence
Building a Resilient Team
The Impact of Mental Health Issues in Volunteers
Potential Negative Side Effects of Volunteer Work
Risk Factors for Trauma and Stress Disorders
Secondary or Vicarious Trauma
Compassion Fatigue
Posttraumatic Stress Disorder
Symptoms of PTS D
Signs that Stress Is Taking a Toll
Managing with Self-Care in Mind
Creating a Safe Space
Matching Skills and Roles
Orientation
Briefings
Training
Free and Confidential Resources
Bonding with Your Team
Communicating Self-Care Concerns
Self-Care Training for Your Volunteers
Family Preparedness and Care
The Buddy System
MEDS: Move, Eat, Drink, and Sleep
Relaxation Techniques
Self-Care outside of Volunteering
Volunteer Self-Care Guidelines
For External Distribution
Self-Care while Volunteering
Self-Care outside of Volunteering
Additional Self-Care Notes
Relaxation Techniques: Deep breathing
Keeping a Journal
Other Relaxation Techniques
Be Aware: Some Signs of Stress
Social Media and Emergent Technologies in Spontaneous-Volunteer Management
Federal Measures
Social Technologies in Action
Wikis
SMS Texting
Flickr
Information-Sharing Portals
International Applications
The Case of World Cares Center’s Response in Haiti
The Case of Bangladesh: Citizen Response to Floods, from Cell Phone
Early-Warning Systems to Hand-Cranked Radios
The Case of Burma: Citizen Response to Cyclone Nargis
The Case of India: Women’s Organizations Response to Gujarat Earthquake
The Need to Engage Social Media and Web Technologies
Glossary
Appendix: Forms
Index
Each chapter includes an Introduction, Conclusion, and End-of-Chapter Questions
Biography
About the Author:
As Founder and Executive Director of World Cares Center, Lisa Orloff has taken her experiences as a spontaneous unaffiliated volunteer during the September 11 relief efforts and created an organization that addresses our nation’s most valuable yet underutilized resources: everyday citizens. As a spontaneous unaffiliated volunteer, Ms. Orloff created an impromptu supply chain running from the Jacob Javits Center to triage units around Ground Zero using available resources, a map from the telephone book, and her personal cell phone. To fill the unmet need of necessary supplies, Ms. Orloff managed over 300 other spontaneous unaffiliated volunteers and supported official responders working in collaboration with the NYPD, the Army National Guard, and a host of other agencies. She emerged as a liaison between community volunteers and government agencies, most notably FEMA and OEM, working together on community-focused long-term recovery initiatives.
Taking from her 9/11 experiences and subsequent all-hazards responses, Ms. Orloff remains committed to supporting national initiatives that enhance community-led response and recovery efforts in areas preparing for or recovering from disasters. Ms. Orloff continues to work with an ever growing team of cirriculum steering committee members, seasoned facilitators, and emergency managers to develop and deliver community-based programs that bridge the gaps in education, communication, and collaboration.
Ms. Orloff serves as a subject matter expert working with the Assistant Secretary of Defense for Networks and Information Integration on the development of the ReadyResponders™ Network. Ms.Orloff continues to gauge the needs of the community on how to effect cross- sector communication, and develop an information sharing network for Emergency Managers, NGO's, CBO's and community members to communicate in preparedness, response and recovery initiatives.
Ms. Orloff has keyed World Cares Center’s growth from a grassroots volunteer-led effort to a 501(c) (3) nonprofit organization with national preparedness and recovery initiatives. She is an established international speaker on spontaneous volunteer management, responder self-care, community preparedness initiatives, and building resiliency within disaster-affected communities. Ms. Orloff is a member of the UN WHO Mental Health Committee, Representative of World Cares Center associated with the Department of Public Information of the UN, the National Institute for Urban Search and Rescue, International Association of Emergency Managers, NYC-VOAD, NVOAD, NOVA’s National Community Crisis Response Team, and the Advisory Boards of Citizen Corps and the WTC Health Registry. She is also a board member of NYCVOAD, My Good Deed and Arts for All. Ms. Orloff is a graduate of the Institute for Not-for-Profit Management’s Executive Level Program at Columbia University’s Graduate School of Business. She is a recipient of the Mayor’s Voluntary Action Award for her service during 9/11.
The role of the volunteer is becoming more important in the planning, development, and implementation of an effective emergency response. World Cares Center’s training on how to best utilize spontaneous volunteers has made New Jersey better prepared to address this issue and maximize the value that these volunteers contribute to response and recovery efforts. All emergency management coordinators can benefit from this book.
—Howard Butt, New Jersey State Police, State CERT CoordinatorLisa Orloff has done an excellent job in both identifying a significant opportunity in emergency response and meticulously outlining how that opportunity can best be leveraged. Spontaneous volunteers are vital to the success of an emergency response, and, as such, they must be harnessed and led in a planned, focused manner. The author should be commended for articulating this opportunity and packaging it in a manner that benefits the entire emergency response effort.
—Dr. Michael Chumer, New Jersey Institute of Technology