Frankston Municipal Emergency Management Plan
Part 6 - Emergency Relief Centres
Table of Contents – Part 6
Table of Contents – Part 6 ................................................................................................................. 1
Document Control ............................................................................................................................. 2
PART 6 – EMERGENCY RELIEF CENTRES .............................................................................................. 3
6.1
Council’s Role .............................................................................................................................................. 3
6.2
Structure and Responsibilities .................................................................................................................... 3
Annex A to Part 6 - Emergency Relief Centre Staff Checklists ................................................................................ 5
Attachment A1
MRM Emergency Relief Centre Checklist ............................................................................. 5
Attachment A2 Emergency Relief Centre Manager Checklist ............................................................................. 8
Attachment A3
Deputy ERC Manager Operational Checklist....................................................................... 11
Attachment A4
Operations and Logistics Supervisor Operational Checklist ............................................... 12
Attachment A5
Deputy Operations & Logistics Supervisor.......................................................................... 14
Attachment A6
Administration and Records Management ......................................................................... 16
Attachment A7
Support Staff ....................................................................................................................... 17
Attachment A8
Volunteer Coordinator ........................................................................................................ 18
Attachment A9
Communications / Media Officer........................................................................................ 19
Annex B to Part 6 - Emergency Relief Centre Manager’s Action List ................................................................... 20
November 2015
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Frankston Municipal Emergency Management Plan
Part 6 - Emergency Relief Centres
Document Control
Implemented November 2015 as part of the ongoing improvement of the Municipal
Emergency Management Plan (MEMP)
Reviewed annually and as required (i.e. changes to EMMV, Council Local Laws)
Date
23 Nov 2015
Action
Minor edits and corrections including updating of acronyms, formatting
of document. Endorsement by MEMP planning committee not required.
The rest of this page is left blank to allow for future amendments
November 2015
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Frankston Municipal Emergency Management Plan
Part 6 - Emergency Relief Centres
PART 6 – EMERGENCY RELIEF CENTRES
6.1
Council’s Role
To plan for and coordinate staffing and resourcing of Municipal Emergency Relief Centres (ERC) (including food
services as required for response, field and emergency management staff and ERC attendees) as established by
the MERO and MRM in an emergency event.
Issues to consider
•
•
•
•
•
•
•
•
•
Staff being aware of their role in the event of an emergency
Staffing requirements and rostering needs
Special needs groups – aged, disabled, children, and infants
Ethnicity of evacuees – dietary needs, and cultural issues
Registration and recording processes
Sanitation facilities and sewage disposal
Administrative matters relating to the Centre Management
Catering, personal support and material aid services
Requirements of Vulnerable communities and people, including Culturally and Linguistically Diverse (CALD)
Communities
Catering:
•
•
•
•
•
•
Existing catering facilities at the nominated emergency relief centres
Any dietary requirements
Aged/infant requirements (vitamised meals/baby formula and baby food etc.)
Supervision of supplies, food preparation and storage, personal hygiene, donated food
Local food supplier agreements
Food requirements of Culturally and Linguistically Diverse (CALD) Communities
Staff training:
•
6.2
Staff with allocated roles within ERC’s will be provided with appropriate training to enable them to
undertake their roles. This will include training specific to roles that is facilitated by Frankston City Council
including online software (CrisisWorks); desk top exercises; and ERC simulations. Staff may also access
more generic external training on ERC’s and emergency management implemented by other agencies and
municipalities if relevant to their role.
Structure and Responsibilities
The MRM, supported by Deputy MRM’s, is responsible for the establishment and running of ERC’s. This will be
delegated to an ERC Manager at each facility that is opened. The ERC Manager will be supported by a Deputy
ERC Manager, operations and logistics supervisor, records management and other support staff. Depending on
requirements and availability of staff, they may also be supported by other staff with specific portfolios such as
volunteer coordination and media/communications.
November 2015
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Frankston Municipal Emergency Management Plan
Part 6 - Emergency Relief Centres
Frankston City Council ERC Structure:
Note: The MRM is located in the Municipal Emergency Coordination Centre (MECC) which is off site to the
Emergency Relief Centre. The MRM assists with resourcing requests, planning staffing and changeover,
information dissemination, and liaison with DHHS whilst the ERC Manager has operational responsibility for the
ERC.
MRM
(Located in MECC)
Relief Centre
Manager
Deputy Relief
Centre
Manager
Records &
Administration
Media &
Communications
Operations &
Logistics
Volunteer
Coordination
Support Staff
ERC Operational Checklists:
The follow checklists will assist staff in each of these portfolios with the management and operation of an ERC.
November 2015
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Frankston Municipal Emergency Management Plan
Part 6 - Emergency Relief Centres
Annex A to Part 6 - Emergency Relief Centre Staff Checklists
Attachment A1
MRM Emergency Relief Centre Checklist
This checklist is to assist the MRM through the process of establishing an Emergency Relief Centre (ERC) should
it be required and to support the staff managing that ERC. It should be read in conjunction with the MRM
Checklist attached as Annex B to Part 3.
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Select the most appropriate ERC locations to open
Request the MERO to activate the delivery of the
emergency management trailer to the identified ERC
location
Alert identified staff to attend the ERC (including the
ERC Manager and support staff)
If the emergency is pending place the following ERC
staff on STANDBY or enact the following staff if a
decision to open an ERC has been made:
• ERC Manager & Deputy ERC Manager
• Logistics / Operations Officer & Deputy
• 2 x support staff
• 2 x administrative staff
If it is University holidays, consider if Monash University
Student Accommodation can be used for sleeping only
in addition to an ERC for processing registered people (if
so, need to provide own linen through Salvation Army
or Melbourne Linen Service (contact list, part 2)
Place Red Cross on standby or advise if ERC open (food;
registration; personal support)
Place Salvation Army on standby (bedding)
Place Compliance(animal management) / Animal Pound
on standby or advise if ERC open
Place Operations Centre on standby (traffic
management) or advise if ERC open
Place Media / Communications on standby (media
releases) or advise if ERC open
Advise Facilities Coordinator / Programmed
Maintenance Services (access to keys / open buildings)
Advise Customer Relations / After Hours Service
Advise DHHS of actions
Advise MERO of time ERC can receive affected
individuals
Emergency Relief Centre Required
Place Quad Security on STANDBY
Advise Peninsula Community Health Service
(Counselling)
November 2015
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Frankston Municipal Emergency Management Plan
Action
Part 6 - Emergency Relief Centres
Responsible
agency/person
Comments
Advise Frankston Community Support (needs
assessment / support)
Advise Monash University (student accommodation)
and Linen Service if using this centre
Advise Ambulance Victoria (who are lead agency to
access St Johns Ambulance)
Contact PYFS for accommodation (for very small
accommodation needs)
Contact hotels in area (listed in part 2 of MEMP) for
small accommodation needs
Contact Cleaning Staff / Waste Collection for Relief
Centre
Liaise with neighbouring municipalities
• Mornington Peninsula
• Casey
• Kingston
Liaise with ERC staff and support agencies to outline:
- nature of the incident
- anticipated number of affected persons
- anticipated timescales for ERC duties
- establishment of the ERC environment
Request MERC to provide police presence at ERC
Consider establishing rules in relation to the functioning
of the ERC (e.g. light-out times, restricted areas of the
ERC, noise levels and quiet hours, behaviour of children)
Develop an information sheet for affected persons at
the ERC, including information on registration, smoking,
personal belongings, pets, children, volunteering to
help, telephones, media, problems and complaints
Monitor operation of ERC and liaise with DHS if there is
an indication that Council’s the capacity to deliver ERC
services may become exhausted
Brief the MERO and MERC on the situation at the ERC,
as required
Co-ordinate accurate and timely dissemination of
information to affected persons, ERC and Support
Agency staff, Municipal Council’s senior management
In conjunction with EMCG, Media Liaison Officer and
any relevant control agency, prepare information for
distribution to the community. Municipal Council
customer service area/ after hours emergency contact
service or website can be used for this purpose
Ensure that regular contact is made with ERC staff to
keep abreast of the situation at the ERC
Brief ERC Managers and ERC staff at the beginning of
each shift
Hold de-briefs at the end of each shift with ERC
Managers, and ERC staff
Hold regular meetings (at least daily) with team leaders
of Service Providers and Support Agencies to determine
November 2015
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Frankston Municipal Emergency Management Plan
Action
any ongoing and emerging requirements
Ensure that the ERC is adequately staffed and that that
there is support in place for staff, e.g. staff rest area,
supervision, breaks, snacks
Monitor potential conflicts. Contact VICPOL if there is
any physical altercation or violence
Manage offers of assistance from the community (e.g.
financial donations, volunteers, material aid)
Ensure affected persons with special requirements have
been assessed and actions have been taken to meet
them
Ensure that requests for assistance are being received,
recorded and actioned
Check tracking and recording of material
provisions/supplies, including expenditure
Liaise with the regional recovery committee and DHS
Closing the Emergency Relief Centre
Meet with all stakeholder agencies and agree on timing
of closure
Notify the affected community using the ERC
Support ERC Manager with clean up and restoration
functions
Ensure all expenditure is accounted for
Manage the timely and planned withdrawal of
emergency relief and recovery services
Ensure that we get a summary of details and
registration details from Red Cross on people attending
the Emergency Relief Centre
November 2015
Part 6 - Emergency Relief Centres
Responsible
agency/person
MRM
Comments
Red Cross is responsible for
registering people at ERC.
Ensure that we get all
relevant details from them
for Council records.
Part 6: Page 7 of 20
Frankston Municipal Emergency Management Plan
Attachment A2
Part 6 - Emergency Relief Centres
Emergency Relief Centre Manager Checklist
Emergency Relief Centre Manager Checklist
The ERC Manager direct reports include:
• Deputy ERC Manager
• Operations and Logistics Manager
The Deputy ERC Manager direct reports include:
• Records and Administration Staff
• Media and Communications staff
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Obtain initial briefing from MRM before attending ERC
Advise other team members of activation of ERC
Collect ERC Kits and other required equipment at the
MECC
Consult Operations and Logistics Supervisor to ensure ERC
set up in accordance with the site specific ERC Plan
Assign Roles and Responsibilities to Deputy ERC Manager
and to the Logistics and Operations Supervisor and other
staff as required. Ensure all Municipal Council staff
fulfilling key ERC roles are suitably identified with tabards.
Other Municipal Council staff should wear their Municipal
Council ID badges
Act as the liaison point between the ERC and the MECC
Liaise with emergency service organisations onsite in
arrangements for receiving/marshalling affected persons
Assign a staff member to set up an
information/communication exchange area with
whiteboards and notice-board. Ensure all relevant
information provided by the MECC is made available on
information/communication exchange area
Assess internal facilities requirements and refer requests
for additional resources to MECC
Determine essential provisions required and refer
requests for additional resources to MECC
Consider site logistical management (e.g. access, egress,
parking, security, safety, refuse) issues and refer requests
for additional resources to MECC
Establish an ERC Log Book
Confirm with MECC that the ERC is open to receive
affected persons
Liaise with Red Cross/ VicPol to ensure sufficient trained
staff are available to undertake registration duties
November 2015
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Frankston Municipal Emergency Management Plan
Action
Part 6 - Emergency Relief Centres
Responsible
agency/person
Comments
Appoint a Council staff member to support Entry and
Registration of affected persons, identify those with
special needs and assistance in resolving issues
Liaise with MRM in relation to affected persons who
require special consideration/assistance
During the operating phase of the ERC (tasks that needed to be completed)
Ensure that communication is passed on to the relevant
parties in a timely and efficient manner (including to
affected persons)
Ensure that regular contact is made with ERC staff to keep
abreast of the situation at the ERC
Brief ERC staff at the beginning of each shift
Hold de-briefs at the end of each shift with ERC staff
Hold regular meetings (at least daily) with team leaders of
Service Providers and Support Agencies to determine any
ongoing and emerging requirements
Maintain Service Provider/Support Agency daily contact
log
Maintain the ERC log recording all ERC activities, key
contacts on site and incidents. This log can used in debriefing and handover sessions
Liaise with Red Cross/VicPol to obtain information on
affected persons requiring special
consideration/assistance whilst at the ERC
Ensure that the ERC is adequately staffed and that that
there is support in place for staff, e.g. staff rest area,
supervision, regular breaks, snacks
Advise MECC of any ongoing requirements
Ensure update communication is occurring regularly
between MECC and ERC
Provide updates to DHS if present at regular intervals
Make informal contact with the Municipal Council staff
present on a regular basis
Communicate ERC evacuation plans to ERC staff and
Support Agency representatives. (Operations and Logistics
will determine a designated gathering point is created
outside of the building)
Carry out overall assessment of ERC operations, based on
reports from all parties
Just prior to the end of shift before handing over to
incoming ERC staff, conduct a briefing with ERC staff
covering:
- What went well
- What went wrong
- What can we do better next time
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Frankston Municipal Emergency Management Plan
Action
Part 6 - Emergency Relief Centres
Responsible
agency/person
Comments
At end of shift, hand over to oncoming ERC Managers and
advise on:
• What has happened (the emergency and its current
status);
• MECC contact numbers;
• Duty MERO and MRM;
• Any outstanding requests to MECC;
• Location of facilities in the ERC and contact numbers;
• Support Agencies in the ERC and their contact details;
• Number of affected persons in the ERC and any issues
relating to them;
• What staff are on the floor;
• Any staffing issues;
• Security;
• Sustenance for affected persons and staff; and
• Other relevant issues.
Ensure the maintenance of staff and volunteer attendance
sheets
Monitor the impact of the emergency on affected
persons, particularly on individuals that require special
consideration/assistance
Liaise with EHO for monitoring on-site hygiene and food
safety requirements
Check that all provisions/supplies are tracked and
recorded
Closing the loop (Finishing off the process)
In consultation with MRM, de-activate centre and ensure
temporary or permanent accommodation is available to
all displaced persons
Organise with MRM a debrief of event in conjunction with
support staff
Ensure facility returned to proper level of functioning
November 2015
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Frankston Municipal Emergency Management Plan
Attachment A3
Part 6 - Emergency Relief Centres
Deputy ERC Manager Operational Checklist
The Deputy ERC Manager direct reports include:
• Records and Administration Staff
• Media and Communications staff
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
Supervise records and administration staff and set up the
ERC according to the floor plan
Display signage and directions in key locations
Prepare internal facilities as required
Prepare Registration area
Advise ERC Manager when area is ready to activate
During the operating phase of the ERC (tasks that needed to be completed)
Document all communications in and out of the ERC –
phone calls, enquiries, liaison with MECC. Ensure that
communication is passed on to relative parties in a timely
and efficient manner
Update information on notice-board and to affected
persons throughout the ERC (as directed by the MRM/ERC
Manager)
Provide assistance/support as requested by ERC Manager
Manage Records and Admin functions within the ERC
Take responsibility for the media and communications
function within the ERC including VIP guests
Keep ERC Manager informed of emerging situations within
the ERC
Attend ongoing briefings
Establish and manage planning for the ongoing operation of
the ERC(eg. Bathroom supplies; food; shift changes; etc)
Monitor stock of material supplies and arrange
replenishment through MRM
Ensure all provisions/supplies are tracked and recorded
Organise cleaners and other external service providers for
ongoing duties as needed
Arrange for personal support services for affected persons.
Liaise with Red Cross and/or Victorian Municipal Council of
Churches to enlist personal support officers
Assist Support Agencies as required
Maintain staff and volunteer attendance sheets
Monitor own and others wellbeing and ensure appropriate
rest times are taken
Participate in hand-over briefing for in-coming staff
Closing the loop (Finishing off the process)
Assist with closing centre
Attend major debriefing as advised
November 2015
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Frankston Municipal Emergency Management Plan
Attachment A4
Part 6 - Emergency Relief Centres
Operations and Logistics Supervisor Operational Checklist
The Operations and Logistics Supervisor direct reports include:
• Deputy Operations and Logistics Supervisor
The Deputy Operations and Logistics Supervisor direct reports include:
• Support Staff
• Volunteer Coordinator (depending on size of emergency)
• Traffic Management
• Animal Management
• Environmental Health Officer (where applicable)
• Site security
The inclusion of a Deputy Operations and Logistics Supervisor depends on the scale and size of an emergency.
Where the span of control dictates such a position is not required the Operations and Logistic Supervisor will
manage those assigned direct reports.
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
Set up the ERC according to the floor plan
Display signage and directions in key locations
Prepare internal facilities as required
Prepare Registration area
During the operating phase of the ERC (tasks that needed to be completed)
Consider site logistical management (eg. Access, egress,
parking, security, safety, refuse) issues and refer requests
for additional resources to the ERC Manager (via MECC)
Organise cleaners and other external service providers for
ongoing duties as needed
Take responsibility for managing resources allocated to the
ERC including:
• connection and maintenance of communications / IT
equipment;
• traffic and animal management;
• food safety and sanitation (EHOs)
Provide assistance/support as requested by ERC Manager
Keep ERC Manager informed of emerging situations within
the ERC
Attend ongoing briefings
Monitor stock of material supplies and arrange
replenishment through ERC Manager (via MECC)
Ensure all provisions/supplies are tracked and recorded
Monitor the arrival and distribution of food in conjunction
with the Red Cross/EHOs
Monitor clean up after meals and other daily events
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Frankston Municipal Emergency Management Plan
Action
Part 6 - Emergency Relief Centres
Responsible
agency/person
Comments
Determine a designated gathering point outside of the
building for emergency evacuation and inform the ERC
Manager of the location
Identify new and emerging OHS risks within the ERC and
ensure these are managed effectively or communicated to
the ERC Manager
Exchange information with the ERC Manager and Deputy
ERC Manager on a regular basis
Closing the loop (Finishing off the process)
Assist with closing centre
Attend major de-briefing as advised
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Attachment A5
Part 6 - Emergency Relief Centres
Deputy Operations & Logistics Supervisor
The Deputy Operations and Logistics Supervisor direct reports include:
• Support Staff
• Volunteer Coordinator (depending on size of emergency)
• Traffic Management
• Animal Management
• Environmental Health Officer.
The inclusion of a Deputy Operations and Logistics Supervisor depends on the scale and size of an emergency.
Where the span of control dictates such a position is not required the Operations and Logistic Supervisor will
manage those assigned direct reports.
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
With Operations and Logistics Supervisor, use pre-prepared
floor plan to set up the ERC
Display signage and directions in key locations
Prepare internal facilities (bathroom / washroom, etc) as
required
Assign staff members to prepare Registration area / waiting
area / personal support area / information & triage area /
First Aid area / and agency area (ie. DHHS; Centrelink)
Liaise with venue management for access to office area if
required
Prepare Registration area for the ERC and a “register and
leave area” for displaced persons wishing to register with
NRIS but not wishing to use ERC facility
During the operating phase of the ERC (tasks that needed to be completed)
Monitor traffic management and refer requests for
additional resources through the Operations and Logistics
Supervisor if required
Monitor and consider security resource requirements
Liaise with Animal Management and affected persons to
manage pets on site including referral to local pound
Assist in overseeing venue for OH&S, security and risk
management issues
Establish a roster for security/traffic management and ERC
Hygiene.
Provide assistance/support as requested by Operations and
Logistics Supervisor
Keep Operations and Logistics Supervisor informed of
emerging situations within the ERC
Ensure all provisions and supplies are tracked and recorded
Coordinate roles of approved support agencies and
volunteers on site (through the Volunteer Coordinator if
provided)
November 2015
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Frankston Municipal Emergency Management Plan
Action
Part 6 - Emergency Relief Centres
Responsible
agency/person
Comments
Facilitate site requirements for Red Cross (site catering) and
Salvation Army (bedding and material aid) as required
Track play and recreational equipment in the ERC (eg. toys,
TV)
Maintain and monitor ERC hygiene
Provide regular updates to the Operations and Logistics
Supervisor
November 2015
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Frankston Municipal Emergency Management Plan
Attachment A6
Part 6 - Emergency Relief Centres
Administration and Records Management
Reports to Deputy ERC Manager
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
Assist ERC set up
Liaise with venue management for access to office area if
required
During the operating phase of the ERC (tasks that needed to be completed)
Document all communications in and out of the ERC –
phone calls, enquiries, liaison with MECC. Ensure that
communication is passed on to relative parties in a timely
and efficient manner
Provide assistance to Red Cross staff implementing NRIS as
required
Maintain the ERC log (eg. Numbers attending, etc)
Update data on the use of the centre (number of evacuees
attending, registration of volunteers (if used); sign in and
out of staff; animals redirected to local pound, etc)
Provide general administrative assistance as required
Maintain financial records for expenditure
Closing the loop (Finishing off the process)
Collate data to inform Rapid Impact Assessment and
provide to MRM
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Attachment A7
Part 6 - Emergency Relief Centres
Support Staff
Reports to Deputy Operations and Logistics Supervisor or, if no Deputy, Operations and Logistics Supervisor
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
Under the direction of the Operations and Logistics
Supervisor, assist set up of the ERC
During the operating phase of the ERC (tasks that needed to be completed)
Meet and greet attendees at point of entry
Marshall and direct evacuees within ERC
Assist the provision of accurate information
Assist with registration of needs and coordination of
sleeping arrangements
Coordinate childcare support if required
Assist to identify individuals requiring personal support and
refer to appropriate ERC agency staff
Keep ERC orderly
Monitor own and others wellbeing and ensure appropriate
rest times are taken
Advise Deputy ERC Manager of new and emerging issues
Closing the loop (Finishing off the process)
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Attachment A8
Part 6 - Emergency Relief Centres
Volunteer Coordinator
Reports to Deputy Operations and Logistics Supervisor or, if no Deputy, Operations and Logistics Supervisor
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Attend briefing by ERC Manager
Under the direction of the Operations and Logistics
Supervisor, assist set up of the ERC
During the operating phase of the ERC (tasks that needed to be completed)
Induct volunteers into the ERC (note: these will be Council
or local government staff from other municipalities)
Manage the influx of spontaneous volunteers through
established protocols (see below).
Induct any new volunteers to the centre.
Prepare a daily report to the Operations and Logistics
Supervisor (or Deputy) on the number and use of volunteers
Liaise and coordinate with external agencies about the
management and use of their volunteers to fill relevant gaps
in personnel requirements (as determined by the ERC
Manager).
SPONTANEOUS VOLUNTEER MANAGEMENT
It is the policy of the ERC not to accept any spontaneous
volunteers. Any volunteers, additional to the support staff
already onsite, required by the ERC will be obtained through
the Frankston Volunteer Resource Centre/Volunteering
Victoria or the Red Cross. The following is the protocol that
is to be followed in managing spontaneous volunteers.
Thank the spontaneous volunteer for their help, but explain
that at this point all the volunteer requirements for the ERC
have been met.
Direct them to register either in person at the Frankston
Volunteer Resource Centre, or online at
www.frankstonvolunteer.org.au. Should the FVRC not be
available (due to disaster), direct them to register on either
Volunteering Victoria www.volunteeringvictoria.org.au or
Volunteering Australia www.volunteeringaustralia.org.
Explain that this is the best avenue to register their interest
and for the ERC to match up their skills with the needed
volunteer requirements.
Closing the loop (Finishing
November 2015
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Frankston Municipal Emergency Management Plan
Attachment A9
Part 6 - Emergency Relief Centres
Communications / Media Officer
Reports to Deputy Emergency Relief Centre Manager
Action
Responsible
agency/person
Comments
Prior to the emergency event (Preparedness)
Provide media releases on Council’s role in establishing the
ERC
During the operating phase of the ERC (tasks that needed to be completed)
Provide accurate and frank situation reports to ERC
attendees as these are released including updates for the
information board
Prepare daily briefings for sign off by the MRM for the Relief
Centre.
Manage media enquiries in relation to the Council’s span of
control.
Interact and control with media wishing to enter/operate in
the ERC.
Manage politicians, VIPs and media visits.
Provide regular updates to the ERC Manager.
November 2015
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Frankston Municipal Emergency Management Plan
Part 6 – Emergency Relief Centres
Annex B to Part 6 - Emergency Relief Centre Manager’s Action List
Action
November 2015
Responsible Person
Part 6: Page 20 of 20
Date due
Status