GEMA
Georgia Emergency Management Agency
Office of Homeland Security
Volunteer Reception Center
Janay Stargell
Faith-based/NGO Coordinator
www.gema.ga.gov
www.ready.ga.gov
Definitions
• Volunteer: any individual accepted to perform
services by the lead agency (which has authority to
accept volunteer services) when the individual
performs services without promise, expectation, or
receipt of compensation for services performed.
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Definitions
• Affiliated Volunteer
Is one who is affiliated with either a
governmental agency or NGO and who
has been trained for a specific role or
function in disaster relief or response
during the preparedness phase.
Examples of affiliated volunteer groups
include Community Emergency
Response Teams (CERT), the
Volunteers in Police Services (VIPS)
program.
www.gema.ga.gov
• Spontaneous Volunteer
Is an individual who comes forward following a
disaster to assist and are not affiliated with a
governmental agency or NGO. By definition,
spontaneous volunteers are not initially affiliated
with a response or relief agency.
They may possess skills and experience that can be
useful in the relief effort, but require specific just-intime training.
Spontaneous volunteers may also be referred to as
unaffiliated volunteers or convergent volunteers.
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Why Do People Volunteer?
• Since wish to help
• Religion or faith
• Have been survivors in the
past
• Want to be part of a cause
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• Respond to media reports
• Want a tax break
• Introduce a new product
into the market
• Clean out closets
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Coordinating Volunteers
What options are there?
• Citizen Corps Council
• Regional Voluntary
Organizations Active in
Disasters (VOAD)
Why do I need a formal
organization to help
coordinate?
• Communication,
Coordination,
Collaboration,
Cooperation
www.gema.ga.gov
Benefits of an organization:
• Delegate responsibilities
- Volunteer Management Plan
- Volunteer Reception Center
- Donations Management Plan
- Points of Distribution
• Coordination
- Who is doing what and where
• Public Outreach
- Volunteer lead activities
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What are Community Organizations Active in Disaster?
Includes:
– Public
– Private
– Nonprofit
– Faith-Based
– Representative from Chamber of
Commerce
– Civic Organizations
– Other organizations that do something to
help during a disaster.
www.gema.ga.gov
• A collaborative effort of
stakeholders that come
together to build resiliency in
their communities.
• The goal of the organization is
to realize cooperation,
coordination, collaboration, and
communication among member
organizations in all phases of
emergency management.
*NOT limited to volunteer
agencies.
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What can Spontaneous
Volunteers do?
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What can Spontaneous Volunteers do?
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Clean-up/Inside: pick up and dispose of debris, clean
furnishings and equipment, replace library books and other
fallen items, do maintenance and custodial work
Clean-up/Outside: clear roads blocked by toppled trees,
remove and haul away fallen brick and other debris from
sidewalks and roadways, shovel mud, fill sandbags
Clerical Support: assist with range of clerical duties including
copying, faxing, mailing, acknowledging donations
Damage Assessment: go door to door in a designated area,
observing and noting exterior damage
Data Entry: enter information onto computer data bases
Donated Items: staff designated collection and distribution
sites, inventory goods
Drivers: transport people to work sites, deliver goods, drive
courier routes
Family Service Interviewing: interview applicants for Red
Cross assistance
Food Preparation Crews: cook hot food, prepare cold food
(sandwiches, etc.) serve food and beverages at fixed and
mobile sites
Greeters/Receptionists: greet public, give information , refer
to appropriate worker or location
www.gema.ga.gov
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Interpreters: assist in wide variety of settings, wherever and
whenever bilingual workers are unavailable
Phone Bank Workers: answer phones, provide information ,
make referrals
Researchers: call or visit agencies/work sites to assess needs
and report back
Runners: take messages between agencies, work sites, and
command centers
Security: check IDs at entrances and exits to facilities where
security is vital to safe, smooth operations
Sorter/Packers/Loaders: sort, pack, and or load goods (food,
clothing, etc.)
Training: those with detailed knowledge of subject area and
proven training ability, train other volunteers.
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How to Mange Spontaneous Volunteers
1. Prepared public messaging
2. Volunteer Reception Center
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Public Messaging
• If volunteers are needed
• When and where they should come to volunteer
• What type of work the volunteers are most needed
for
• What volunteers need to bring with them
• What volunteer conditions are like
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Volunteer Reception
Centers
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Volunteer Reception Center
• Goal of a VRC is to more efficiently manage
spontaneous volunteers
• Scalable to fit the volunteer influx
– May be virtual, physical, or both.
• VRC’s should be established as soon as it is safe to
do so following a disaster and can stay open for
extended periods of time (weeks, months).
• Ideally all spontaneous volunteers are funneled to
the VRC before being directed to work sites.
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All Disasters are Local
A. Local jurisdiction or region develops volunteer
management plan and has capacity to operate
VRC.
B. Local jurisdiction or region is not able to run VRC
and requests mutual aid from surrounding counties
C. Local jurisdiction or region is not able to run VRC
and requests aid from state. State will coordinate
with available resources to meet request.
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Volunteer Reception
Center Operations
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Planning for VRC Operations
Based on past emergencies, there are several important operational issues to take into
account when planning for VRC operations. These issues include:
• Conduct volunteer orientation to ensure each volunteer understands
expectations, policies, etc.
• Establish volunteer identification system that addresses the type(s) of
identification to be issued, access restrictions based on identification issued, and
timeframes for reissuance to ensure that all volunteers onsite have been registered.
• Coordinate with emergency management, public information , and other key
response/recovery functions.
• Assign Responsibility for maintenance of volunteer database(s).
• Establish documentation system for recording volunteer hours, especially if
they are eligible for reimbursement from FEMA.
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VRC Activation
Disaster
www.gema.ga.gov
Assessments
Activation
Finalize details
• EMA PDA
• Community
VOAD
• Physical
Location
• Virtual Tools
• Where
• When
• Who
Develop Public
Messaging
• Activation Press
Release
• Need volunteer
hotline
• Technology
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VRC Activation Procedures
A VRC may not be required in all emergencies but should be planned
for nonetheless. In larger emergencies or disasters, a VRC can serve to
organize the volunteer response by:
• Registering spontaneous volunteers so organizations know who has
reported, their skills, and other important information required for
assignment.
• Matching the skills of spontaneous volunteers to agencies or
voluntary organizations needing assistance.
The plan should include guidance to prepare one of more agencies to
activate and operate a VRC and who can authorize VRC activation.
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Establishing a Volunteer Reception Center
When activated, VRCs should be established as described in the spontaneous volunteer management plan. It
is quite possible that some variance from the plan will be required based on the circumstances surrounding
the emergency , the number of spontaneous volunteers, and other factors. The plan should serve as a
starting point, though.
When an emergency requires activating the VRC, activation must occur quickly and efficiently. Procedures
for establishing a VRC should be developed jointly with stakeholders, in advance of any disaster or
emergency, and agreement should be reached on:
• Site selection
• Staffing
• Other resource support
• What agency or agencies will pay for what aspects of VRC operations.
VRC activation should be approved by agency or organization leaders and included in volunteer agreements.
Procedures should be incorporated into a Volunteer Management Annex to the Emergency Operations Plan
and exercised as part of the jurisdiction’s overall response plan.
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Risk Management & Safety
•
Because volunteer safety and risk management are paramount, it is crucial that volunteer
programs develop, implement, and adhere to safety policies. Below are some policies to
help keep volunteers and others in the community safe:
- Implement an identification system that limits volunteers’ access to areas where they
are assigned. Photo IDs are best. Colored stickers can be used to identify approved areas. If
site access remains a problem, IDs should be changed and reissued at specified intervals.
- Develop security procedures for spontaneous volunteers. Use a guard or other
mechanism to verify site authorization.
- Issue personal protective equipment (PPE), train volunteers in how to use it, and
enforce use of such equipment.
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Site Selection
Site selection for the VRC is extremely important. Any site under
consideration as a VRC should:
• Be out of high risk areas
• Be secure, either by location or through other security measures
• Be large enough to accommodate all VRC stations, equipment, and
traffic flow
• Provide adequate space for volunteers
• Include areas for conferences, orientations, and safety briefings
• Have food facilities or be within walking distance to food sources
• Provide adequate parking for staff and volunteers.
Empty stores may make good VRCs.
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VRC Location
Considerations: Size, Location, Current Use, Facilities, Access, Parking
Advantages:
Church
facilities
1.
2.
3.
4.
Schools
1.
2.
3.
4.
Empty
Business
1.
2.
Disadvantages:
Utilities are already in place
1.
Restrooms are available
Office equipment is in place: telephones,
computers, copy machine, FAX, etc.
Churches usually have the tables and
2.
other equipment necessary for displaying
goods
3.
Facilities designed to handle large
amounts of people
Large parking areas
Access to office equipment, tables, etc
Everyone knows where they are
No limit on time
Generally everyone in the area knows
where the facility is
3. Usually an adequate parking area
www.gema.ga.gov
4.
1.
2.
1.
2.
3.
It is often hard to use them for the extended amount of
time needed to serve the needs of the victims. Weddings
have been planned in advance, youth meetings are
scheduled, etc.
Some victims may have an aversion to coming into a
church.
Utility costs will increase, due to having to be open for
long hours every day.
Wear-and-tear on floors due to heavy traffic
Schools usually try to get back into service quickly, as
they attempt to restore a sense of “normalcy” back to the
community as soon as possible.
Security issues
Often rental fees are required, leases to be signed, etc.
Utilities need to be turned on and paid for
Need to find your own equipment (office equipment,
tables, etc)
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VRC Equipment Needs
The VRC will need specific equipment to ensure proper volunteer intake, registration, assignment, safety, and
demobilization. Resource availability and deployment times (by organization) should have been covered
during plan development and will include:
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Office furniture, including space dividers
Office supplies
White boards or chalk boards
Communication equipment (ex: radios, faxes, computers, etc.)
Software
Maps and map stands
Directional signs
Hygiene supplies
Vehicles
Other equipment may be required as well. Check the resource list for the Emergency Operations Center
(EOC) for other equipment suggestions.
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Example of VRC Room Arrangement
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Stations
1.
2.
3.
4.
5.
Reception/Orientation
Registration
Interview/Assignment
Data Entry/Agency Coordination
Onsite Training/Safety Briefing
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Example of Training Area in VRC
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Example of Call Center
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Greeting and Registration
• Volunteers will be greeted and
instructed to sign in on the VRC
Arrival Sign-in Form to ensure they
are seen in the order of arrival,
minimizing wait time.
• Volunteers will be given a brief
orientation to the registration
process. Greeters will hand out:
- Volunteer Instructions Checklist
-Disaster Volunteer Intake and
Referral Form
-Liability Waiver
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Example of a Volunteer
Reception Center in Action
http://www.youtube.com/watch?v=LLkrDtK721w
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Examples of VRC Forms
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Interview/Assignment
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Interviewer will call name of next
volunteer, interview volunteers about
their skills, abilities, and interests, and
identify appropriate available jobs.
The interviewer will give volunteers a
Disaster Volunteer Referral form and
send them to the Data/Agency
Coordination Station.
If an spontaneous unaffiliated volunteer
cannot be matched with a Request for
Volunteers at this time, he/she will be
directed to a waiting area within the
VRC, encouraged to report back to the
VRC at a later time, be advised that
he/she will be contacted when needed
or that his/her services are not required
at this time.
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Data & Agency Coordination
• The Volunteer will present the
Disaster Volunteer Referral form,
which is matched with a Request for
Volunteers form.
• An attempt will be made to contact the
requesting agency representative to
let him or her know when a volunteer
has been assigned and to confirm any
other volunteer needs.
• Volunteers will be sent to the Safety
Briefing/Training Station. (Any
credentialed volunteers may go
straight to the worksite)
• This station will also digitize volunteer
registrations, volunteer requests and
work orders, and completed jobs. As
well as maintain job opportunities
board.
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Open Jobs Opportunities Board
Open
Jobs:
www.gema.ga.gov
Number
Volunteers
needed:
Special
needs:
Volunteers
Coming:
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PRIORITY
□ URGENT
□ IMPORTANT
□ OTHER
AREA:
North
South
GENERATED FROM:
DISASTER WORK
ORDER FORM
□ First Responder/DRC
□ Phone Bank
□ Volunteer Group
WORK ORDER #
West
HOME OWNER INFORMATION (HOMEOWNER)
Homeowners Name:
Address:
City:
State:
Cell Phone:
Alternate Phone:
□
□
ZIP Code:
PLEASE CALL FIRST, I want to be there when work crews arrive.
I DON’T NEED TO BE THERE. I have taken care of any photos needed for insurance and give permission
for repairs and debris removal.
RELEASE: I hold the volunteers, including their representatives and agents, harmless from any damage or injury
that may occur on my property, including personal property. Further I understand that no warranty or guarantee,
express or implied, is provided for work performed on or for my property.
Home Owner’s Signature:
Date:
ASSESSMENT OF PROPERTY (ASSESSOR)
Name of Assessor:
Date:
□ Home Is Habitable.
□ Broken Windows ______ □ Holes in Roof _________
□ Occupant plans to continue living in home. □ Trees Down __________ □ Flood Damage ________
(How many inches?)
Tools/Equipment/# of Tarps/Skills needed, and other helpful information:
SERVICE REPORT (VOLUNTEER GROUP)
Name of Service Group:
Date:
Please write notes of what was done:
Man Hours to Complete
Work Order:
____________
(# workers X # of hours worked)
(Circle One)
Partially Complete
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Nothing Was Needed
THANK YOU!
Done
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Data & Agency Coordination Technology
• Working on developing a portal on WebEOC to
manage data.
• Other options include: Microsoft Access, Excel,
customized software applications.
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Onsite Training and Safety Briefing
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Volunteers will be given a briefing regarding the
conditions of the disaster, what they can expect
in the disaster environment, and precautions
they should take to ensure their personal,
physical, and mental health and safety and
safety of those around them. Volunteers must
sign the Safety Training Attendance Record
and receive proof of completion.
Agencies will have the responsibility of
confirming the identity of spontaneous
unaffiliated volunteers, issuing identification
and credentials to all volunteers they assign as
their policies and procedures dictate of the
assignment given to the volunteer warrants.
If there are not sufficient capabilities from
affiliated volunteers to take in spontaneous
volunteers. Groups of spontaneous volunteers
can be formed and given wrist bands and given
a team leader form an affiliated organization.
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General Points to incorporate in the VRC safety
training
(To be edited to meet the specific needs of the incident)
• Dress for the weather and conditions.
• Personal Protective Equipment (Gloves, sunscreen, hat,
boots).
• Bring water, Drink water.
• Wash hands as often as possible.
• Be aware of your stress.
• Only 18 and older in the disaster areas.
• What if you’re injured?
• Attend any debriefing activity at the end of your shift.
• Follow all instructions given to you by your supervisor.
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Positions
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County Volunteer Coordinator
• County designated Volunteer
Coordinator
• Act as point of contact with the
Emergency Operations Center
• Serve as liaison to NonGovernmental Organizations that
need volunteers
• Relay volunteer requests to VRC
interviewers
• Should have existing relationship
with local volunteer groups/agencies
• Assist NGOs with disaster volunteer
management issues
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EOC
County Volunteer Coordinator
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VRC Manager
Duties
• Secure and open VRC Facility
• Manage VRC set up, operations,
and demobilization
• Request staffing and other
resources for VRC operations
• Assign and supervise lead VRC
staff
• Coordinate press inquiries with
Jurisdictions PIO
• Maintain close communications
with County’s Volunteer
Coordinator
Optional position to build in:
• Public Information Officer (PIO)
• Safety Officer
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Operations Team Lead
Duties
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Greeter Team Lead
- Check credentials of affiliated volunteers
- Distribute forms as needed
- Orient volunteers and assist through the process
Registration Team Lead
- Establish and maintain registration station
- Collect intake and referral forms
Interview/Assignment Team Lead
- Establish and maintain Interview/Assignment
station
Data & Agency Coordination Team Lead
- Establish and maintain Data & Agency
Coordination station
- Enter/manage data on volunteers
- Enter/manage data on agency requests
- Establish and manage tracking process for
volunteer needs and replacements
Runner Team Lead (if applicable)
- Internal communications as needed
Field Team Lead (if applicable)
- Establish and maintain field outposts and volunteer
records in the field
- Maintain close communication with VRC regarding
volunteer flux
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Phone Bank Team Lead
• Ensure that all phone
operators are
knowledgeable about
all forms and
operations.
• Ensure that all forms
are distributed to
proper stations.
NOTE: Phone bank may
or may not be in/under
VRC operations
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Logistics Team Lead
• Facilities Team Lead
- Ensure facility is set up and
operable
- Maintain facility and
coordinate with owner
• Communications/IT
Team Lead
- Set up phones/computer
capabilities throughout facility
as needed
- Ensure all communication
and IT needs are addressed
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Finance/Administration Team Lead
• Staff Time Team
Lead
• Volunteer Time
Team Lead
• Accounting Team
Lead
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Demobilization
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As volunteer volume decreases, EMA and VRC staff determine demobilization strategy.
Options include:
- Decrease the times open
- Weekend only openings
- Scale back to virtual operations
- Transition to Long Term Recovery Committee
The steps required to demobilize the VRC usually include:
- Arranging for documentation storage to ensure analysis and retention.
-Returning of borrowed property
- Cleaning and restoring the VRC to its original condition.
- Ensuring that all VRC personnel (paid & unpaid) have access to disaster stress
management assistance, if needed.
- Conducting a “hot wash” to discuss the forms, procedures, partners, and operating hours to
determine whether changes need to be made to improve future operations.
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What will you have to adjust for?
• Too many volunteers—Where do you put them?
• Too few volunteers—Where do you get them?
• Reality: People come in groups! (Group of 50
shows up…what do you do?)
• Send volunteers out and work was already done.
• Volunteer needs: Food, Drink, Gloves,
Sunscreen…
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Managing Volunteer Stress
• Volunteers may witness scenes that cause extreme stress reactions,
including:
- Death & Injury
- Property devastation
-Extreme emotional reactions of survivors
• Steps to take before, during, and after an emergency to manage stress:
-Before: During volunteer orientation, ask seasoned volunteers to talk
about how they’ve dealt with stress
- During: Ensure that volunteers are matched to appropriate job
assignments, get regular meals and breaks, and are rotated out at the end
of a reasonable-length shift
- After: Hold a Critical Incident Stress Debriefing (CISD) with a mental
health professional.
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Questions?
• Thank you!
• Janay Stargell
Faith-based/NGO Coordinator
janay.stargell@gema.ga.gov
Office: (404) 624-2266
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