1st Edition

Managing Spontaneous Community Volunteers in Disasters A Field Manual

By Lisa Orloff Copyright 2011
    323 Pages 66 B/W Illustrations
    by CRC Press

    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 Alliance for Nonprofit Management has nominated the book for the Terry McAdam Award. This award is bestowed upon the Committee's choice for the most inspirational and useful new book published for the nonprofit sector.

    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 Challenges 
         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
    Internal Protocols 
         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
    Volunteer Reception Centers 
         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
    Why Good Management of Volunteers Is Essential
    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
    New Web 2.0 Technologies in Disaster Response 
         Federal Measures
         Social Technologies in Action 
              Wikis 
              Twitter 
              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 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. 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