BRISBANE CITY COUNCIL
LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5:
VOLUNTEER COORDINATION SUB-PLAN
July 2014 edition
BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
The Volunteer Coordination Sub-plan is an operational plan of the Brisbane City Council
Local Disaster Management Plan and has been endorsed by the Brisbane City Local
Disaster Management Group (Brisbane LDMG).
ADMINISTRATION AND GOVERNANCE
Amendments and Review
This Volunteer Coordination Sub-plan will be reviewed, practiced and updated annually in
accordance with the procedures mandated by the Brisbane LDMG.
It shall be reviewed at least once each year by a committee of appropriately qualified and
experienced personnel. The committee shall, as a minimum, consist of the Manager,
Inclusive Communities, a representative from Brisbane Lifestyle and a representative of
Brisbane LDMG. Representatives from external agencies may also be included as needed.
1.
Proposed amendments to this sub-plan are to be forwarded in writing to the
Manager, Disaster management Office (MDMO), who may approve minor
amendments.
2.
Proposed amendments that affect the intent of this sub-plan, roles and
responsibilities or external agencies must be endorsed by the Local Disaster
Coordinator (LDC) and/or the MDMO and may be forwarded to the Brisbane
LDMG for approval if required. This type of amendment is referred to as a major
amendment.
3.
Endorsed amendments are to be listed in the table below.
4.
Version control of this sub-plan is managed by the Disaster Management Office.
Reissue of this sub-plan following amendment or review will be recorded in the
table below and advice of reissue will be distributed throughout the disaster
management network. Recipients should take all appropriate action to ensure
they are in possession of the most recent version, and that previous versions in
both hard copy and electronic forms are archived accordingly. Further
information can be requested by contacting the Disaster Management Office.
Volunteer Coordination Sub-plan Version Control
Version
Date
Reviewed by
Endorsed by
Comments
1.0
March 2012
Manager, Disaster Management
Office
Chair, Brisbane LDMG
2012 official
version
December
2012
Manager, Inclusive Communities
Manager, Disaster
Management Office
Revisions
May 2013
Manager, Disaster Management
Office
Chair, Brisbane LDMG
2013 official
version
1.1
2.0
2.1
January
2014
Coordinator, Disaster Management
Office
Manager Community Facilities and
Venues
District Disaster Coordinator
District Disaster Coordinator
Minor revisions
Manager, Disaster Management
Office
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
5. This sub-plan is to be reviewed:

On activation of an event requiring the use of this sub-plan

On activation of similar disaster management plans in other states, territories
or overseas where considered possible

Upon annual review of Council’s Local Disaster Management Plan in
accordance with the Disaster Management Act 2003 (Qld)
6. This sub-plan, together with its supporting standard operating procedures (SOPs),
is to be tested annually. The MDMO is to brief relevant stakeholders and the
Brisbane LDMG on the results of testing this plan.
7. In accordance with legislation, the Brisbane Local Disaster Management Plan and
all its underpinning sub-plans will be approved by the Chair of the Brisbane LDMG
annually.
References
Volunteer Coordination Sub-plan Reference List
References
A.
Queensland Disaster Management Act 2003, effective 21 May 2014 (the Act)
B.
Queensland Local Disaster Management Guidelines September 2012
C.
Australian Red Cross (2010) Managing Spontaneous Volunteers in Emergencies.
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
TABLE OF CONTENTS
ADMINISTRATION AND GOVERNANCE ............................................................................................. i
Amendments and Review .................................................................................................................. i
References ....................................................................................................................................... ii
1.0
INTRODUCTION .................................................................................................................. 1
1.1
Audience .............................................................................................................................. 1
1.2
Approval ............................................................................................................................... 1
1.3
Custodian ............................................................................................................................. 1
1.4
Purpose ................................................................................................................................ 1
1.5
Authority ............................................................................................................................... 1
1.6
Activation .............................................................................................................................. 1
1.7
Volunteer Coordination Stakeholders ................................................................................... 2
1.8
Structure of the Plan ............................................................................................................. 3
1.9
Definition of Volunteer Assistance ........................................................................................ 3
1.10 Insurance of Volunteers ........................................................................................................ 3
1.11 Management of Complaints .................................................................................................. 4
2.0
HOW TO USE THIS SUB-PLAN DURING OPERATIONS .................................................... 5
2.1
Council’s Strategic Approach To Volunteering ...................................................................... 5
2.2
Structures Supporting the Volunteer Coordination Sub-plan ................................................. 7
2.3
Volunteering Strategy ........................................................................................................... 8
3.0
SPONTANEOUS VOLUNTEERING ..................................................................................... 9
3.1
Purpose ................................................................................................................................ 9
3.2
Scope ................................................................................................................................... 9
3.3
Principles .............................................................................................................................. 9
3.4
Rationale ............................................................................................................................ 10
4.0
MASS VOLUNTEERING EVENT(S) ................................................................................... 11
4.1
Purpose .............................................................................................................................. 11
4.2
Initiation of Mass Volunteering ............................................................................................ 11
4.3
Event Management Approach ............................................................................................ 11
4.4
Plan Concept ...................................................................................................................... 12
4.5
Roles and Responsibilities .................................................................................................. 12
4.6
Key Strategies and Actions ................................................................................................. 13
4.7
SOPs for Mass Volunteering Events ................................................................................... 15
4.8
Acknowledgement of Mass Volunteers ............................................................................... 16
5.0
CORPORATE VOLUNTEERING ........................................................................................ 17
5.1
Purpose .............................................................................................................................. 17
5.2
Scope ................................................................................................................................. 17
5.3
Plan Concept ...................................................................................................................... 17
5.4
Acknowledgement of Corporate Volunteers ........................................................................ 17
6.0
TEAM VOLUNTEERING .................................................................................................... 18
6.1
Purpose .............................................................................................................................. 18
6.2
Scope ................................................................................................................................. 18
6.3
Plan Concept ...................................................................................................................... 18
6.4
Acknowledgement of Team Volunteers............................................................................... 19
APPENDIX 1 – ACRONYMS AND ABBREVIATIONS...................................................................... .20
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
1.0
INTRODUCTION
The Volunteer Coordination Sub-plan is an operational level sub-plan that sits below the
Emergency Human Services Sub-plan in the Brisbane City Council Local Disaster
Management Plan, prepared under the terms of the Disaster Management Act 2003
(Queensland).
It is supported by SOPs that outline the procedures to be followed when the Volunteer
Coordination Sub-plan is activated. These SOPS are internal documents for Council use
only and are available on Council’s Brisbane Incident Management System (BIMS) Online or
from the Disaster Management Office. The relationship between these plans and SOPs are
shown in Figure 5.2.1.
This sub-plan is designed to be a guide for the management of volunteers by Brisbane City
Council in a disaster event in Brisbane City.
The Brisbane City Community Recovery Coordination Committee (CRCC) is established by
the Brisbane LDMG to oversee the recovery function of the Brisbane City Local Disaster
Management Plan.
The CRCC reports to the Brisbane LDMG on the adequacy of the planning and operational
arrangements for volunteers.
1.1
Audience
This sub-plan has been prepared for Council, the Lord Mayor, Brisbane LDMG, Council
Business Units and key external stakeholders.
1.2
Approval
This Volunteer Coordination Sub-plan is approved by Brisbane LDMG under the terms and
conditions of the Disaster Management Act 2003 (Queensland).
1.3
Custodian
The MDMO, on behalf of Council, is the custodian of this plan. The custodian has the
responsibility for implementing, evaluating, testing, reviewing and updating this plan. The
custodian is also to ensure proper quality, security, integrity, consistency, privacy,
confidentiality and accessibility of this plan.
The custodian’s contact details are:
Title: Manager, Disaster Management Office
Contact: 07 3403 8888
GPO Box 1434 Brisbane QLD, 4001
1.4
Purpose
The purpose of the Volunteer Coordination Sub-plan is to ensure appropriate coordination of
volunteers in the response, transition and recovery phases of a disaster event.
1.5
Authority
This plan forms a sub-plan of the Brisbane City Council Local Disaster Management Plan,
and is developed under the authority of the Disaster Management Act 2003 (Queensland).
1.6
Activation
This sub-plan will be activated by the Local Disaster Coordinator (LDC) where the nature of
the disaster event will require deployment and management of volunteers.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
1.7
Volunteer Coordination Stakeholders
The volunteer coordination stakeholders consist of the following agencies:
Brisbane City Council – Disaster Management Office (DMO)
Brisbane City Council – Community Facilities and Venues
Brisbane City Council – Connected Communities
Brisbane City Council – Brisbane Transport
Brisbane City Council – Library Services
Brisbane City Council – Contact Centre
Brisbane City Council – Corporate Communications (Crisis Communications)
Brisbane City Council – City Projects
Brisbane City Council – Strategic Procurement
Brisbane City Council – Volunteer Champions and various branches
Australian Red Cross
Department of Communities, Child Safety and Disability Services (DCCSDS)
Uniting Care Community: Lifeline
Volunteering Queensland
Queensland Police Service – District Disaster Management Group (DDMG)
Queensland Fire and Emergency Services (QFES)
SES
Queensland Health
St John Ambulance
Surrounding local government authorities
Private sector and business organisations
Local disaster working groups
Brisbane community centres and neighbourhood centres
Major church organisations
Clubs such as Surf Life Saving clubs, Lions clubs
Local schools
My Community Directory
Roles and responsibilities of these stakeholders in relation to volunteers can be found in
the Volunteer Coordination SOP.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
1.8
Structure of the Plan
The Volunteer Coordination Sub-plan has six parts which are supported by SOPs.
1.9

Introduction: Part 1 introduces the sub-plan, explains its use and covers some
important issues associated with the Council approach to volunteers in disaster
events.

Governance: Part 2 describes Council’s approach to volunteer coordination and
governance arrangements including the Volunteer Coordination Team and
Volunteering Strategy for a particular disaster event.

Spontaneous volunteering: Part 3 describes how Council will provide clear and
consistent messages considering the national framework for the Managing
Spontaneous Volunteers in Emergencies drafted by Australian Red Cross.

Mass volunteering event(s): Part 4 describes how Council will coordinate
volunteering events where individuals offering to help with disaster responses will
be directed to registration centres, then deployed to particular areas or tasks under
the direction of a Worksite Coordinator.

Corporate volunteering: Part 5 describes how Council will coordinate ‘high value’
offers of assistance from well organised corporate, business and government
organisations offering skilled staff and equipment, with their own management
structure in place, safety induction and that are capable of operating with a high
level of autonomy. These will be deployed to a particular area or task suited to their
skills and equipment, and asked to commit to staying there until the job is finished
(potentially several days or weeks).

Team volunteering: Part 6 describes how Council will coordinate offers of
assistance from residents, community organisations and businesses offering to
deploy groups of volunteers, with their own supervision structure in place and
possibly their own light plant and equipment, capable of operating with a significant
level of autonomy. These groups will be deployed to a particular area or task suited
to their skills and equipment, and asked to work under the direction of a local
coordinator or council officer. Team-based volunteering may also include offers of
small plant and equipment that may be matched with unskilled or skilled labour
volunteers.
Definition of Volunteer Assistance
Volunteers are a vital resource during the response and recovery phases of disasters.
Council supports the use of volunteers (who are defined as those making unpaid offers of
assistance to Council, e.g. residents, businesses, community and other government
sectors).
The minimum age of volunteers will be 14 years. Volunteers aged between 14 and 17 will
have to be under the supervision of a parent or guardian who is aged 18 or over.
1.10 Insurance of Volunteers
Volunteers who are deployed by Council through any of the procedures outlined in this plan
will be insured by Council. Corporate Risk Branch will be advised of the volunteer strategies
adopted for each disaster event.
The community-led volunteering arrangements undertaken during the recovery phase will
require insurance to be covered by the funded community organisation that has been
engaged to act on behalf of Council.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
Information on Council insurance for volunteers can be found in Volunteer Coordination
SOP.
1.11 Management of Complaints
Deployment of volunteers may result in complaints made by residents who have been
impacted by the disaster event or residents and stakeholders who have participated in
volunteering activities.
All complaints will be investigated and responded to through Council’s normal CMX system
and reported to the Chairman of the Community Recovery Coordination Committee as
required.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
2.0
HOW TO USE THIS SUB-PLAN DURING OPERATIONS
This Volunteer Coordination Sub-plan should be utilised to guide the deployment and
management of volunteers in a disaster event and should be used in conjunction with the
Volunteer Coordination SOP, which is an internal document available on BIMS Online.
This sub-plan has been developed as an operational guide with pre-determined strategies
able to be adapted to the specific circumstances of the event.
Other relevant Plans and SOPs to be used in conjunction with this sub-plan:
 Brisbane City Council Local Disaster Management Plan
 Emergency Human Services Sub-plan
 Donations Sub-plan and SOP
 Community Support Sub-plan (Isolated Communities) and SOP.
2.1
Council’s Strategic Approach To Volunteering
Council’s strategic approach to volunteering is modelled in Figure 5.2.2 Brisbane City
Council Volunteer and Donations Management Process in a Disaster.
Response Phase (Up to 1 week)
 Communication messages to manage spontaneous volunteering
 Corporate Volunteering Strategy to mobilise high value offers of assistance
 Mass Volunteering Event(s) to direct spontaneous volunteering and public
offers of assistance
 Receipt, storage and distribution of donations useful in the response and
recovery efforts
Transition Phase (Weeks 1–4)
 Team-based volunteering directed through a process of matching offers of
labour, small scale plant and equipment with requests for assistance.
Recovery Phase (4 weeks and beyond)
 Community-led recovery where Council works to build the capacity of
community-based organisations leading the recovery in affected communities:
directing offers of help, community development activities and donations
through these organisations.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
2.2
Structures Supporting the Volunteer Coordination Sub-plan
The Volunteer Coordination Team is the part of Emergency Human Services Operational
Team (EHSOT) tasked with managing and deploying volunteers during a disaster event.
(Figure 5.2.3)
Figure 5.2.3 EHSOT structure
The Volunteer Coordination Team will be led by an officer from Brisbane Lifestyle and will
include staff from:




Community Facilities and Venues
Connected Communities
Customer Services
Corporate Communications.
Officers from across Council will be called in if the Volunteering Strategy includes:
a. Mass Volunteering Event(s)
 Libraries
 Brisbane Transport
 Other branches in the Brisbane Lifestyle or City Planning and Sustainability
divisions
b. Corporate Volunteering
 City Projects
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
The procedure for activation of the Volunteer Coordination Team and roles within the
team can be found in the Volunteer Coordination SOP.
2.3
Volunteering Strategy
On activation, the Volunteer Coordination Team will develop a Volunteering Strategy tailored
to the size, scope and nature of the particular disaster event that is occurring, for approval by
Brisbane LDMG.
The Strategy will be guided by the level of interest from the community – as indicated by the
LDCC Intelligence Group as well as numbers contacting the Contact Centre and
Volunteering Queensland.
Significant changes to the Volunteering Strategy over the course of the disaster will be
approved by Brisbane LDMG.
A template Volunteering Strategy can be found in the Volunteer Coordination SOP.
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CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
3.0
3.1
SPONTANEOUS VOLUNTEERING
Purpose
The purpose is to provide public communications that direct, contain and channel
spontaneous volunteering in a disaster.
3.2
Scope
To provide consistency with external partner organisations, Council will use the framework
for Managing Spontaneous Volunteers in Emergencies by the Australian Red Cross (2010).
The framework recognises that:
3.3

‘Spontaneous volunteers’ are those who seek to contribute on impulse—people
who offer assistance following a disaster and who are not previously affiliated with
recognised volunteer agencies and may or may not have relevant training, skills or
experience (Drabek and McEntire 2003).

Spontaneous volunteering is a phenomenon that is increasingly part of the disaster
landscape. It needs to be carefully managed in a way that does not have a negative
impact on the response to an event, or the recovery from an event.

All spontaneous volunteers who contact Council will be directed to register their
interest with Volunteering Queensland and to listen for further public
announcements about volunteering opportunities.
Principles
The Managing Spontaneous Volunteers in Emergencies framework is based on the following
principles:

The people affected by any emergency are the first priority.

Spontaneous volunteering is valuable and aids community recovery.

Everybody has a right to offer their assistance and to feel that their offer has been
valued.

Jurisdictions and agencies will take considered policy positions on whether they will
use spontaneous volunteers; this framework is intended to support them with
processes and tools regardless of whether they decide to use spontaneous
volunteers.

Normal volunteer management processes apply in times of emergency.

Effective management recognises that processes need to be in place to ensure that
agencies are not overwhelmed with offers of support.

Spontaneous volunteers are not always required and may not be encouraged in
circumstances where existing resources are sufficient or the situation is unsafe for
untrained people or only skilled labour is helpful.

Communication messages must commence at the point of impact or shortly after an
emergency occurs, and be embedded in the emergency response communications
arrangements.

Arrangements for managing spontaneous volunteers should be recognised in, and
(where required) embedded within, existing emergency management plans or
operating guidelines.

The time when spontaneous volunteers are needed may not coincide with the time
when offers are being made. Volunteers may be needed days, weeks or months
later. Communication on this is critical at each decision point.
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3.4
Rationale
The success of the emergency response can depend on people understanding their roles
and responsibilities, and the chain of command. Spontaneous volunteers often arrive without
the necessary equipment to perform a role or to keep themselves and others safe; they can
be a distraction to agencies involved in response and recovery efforts.
The credentials of spontaneous volunteers cannot be proven and they may lack the
necessary training and experience to perform the roles to which they aspire. For these
reasons they might not be used and this may leave them dissatisfied, disappointed and
angry with disaster managers.
Communication released during a disaster event will inform the community on the role that
spontaneous volunteers could play.
A communication strategy providing key messages for the effective management of
spontaneous volunteers at different stages of a disaster can be found in the Volunteer
Coordination SOP.
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4.0
4.1
MASS VOLUNTEERING EVENT(S)
Purpose
The purpose of mass volunteering events is to provide a channel for Brisbane residents and
spontaneous volunteers who want to help out following an emergency to volunteer in a way
that contains their impact on the affected area, directs their energy to the best use, and
acknowledges their contribution.
4.2
Initiation of Mass Volunteering
Mass volunteering will be included in the Volunteering Strategy and initiated by Brisbane
LDMG when it is clear that the nature of the disaster and extent of the damage means that:
4.3

it is necessary to supplement the SES, RIMT and other operational response teams
already on the ground but only with skilled volunteers, and/or

there is a groundswell of community support for a mass volunteering effort, and/or

largely unskilled volunteers can make a real difference, and

it is safe to deploy to the affected area.
Event Management Approach
Mass volunteering will be undertaken through an event management approach that involves:

Identifying mass volunteering opportunities and designing events that suit the
circumstances

Identifying registration centres where volunteers can gather to be deployed

Promoting the nature of the mass volunteering opportunity, and providing times and
locations of registration centres

Organising staffing for registration centres

Preparing registration centres

Registering, inducting and deploying volunteers and issuing them an identifying
wristband

Transporting volunteers to and from the work sites in the impacted area

Organising volunteers into teams with a team leader (identified by a vinyl sticker
attached to their shirtfront) responsible for liaison between the volunteers and any
home owner whose property they enter

Tasking volunteers at worksites

Coordinating work and equipment across worksites

Deploying plant and equipment to worksites

Working with Queensland Police Service to ensure the security of residents’
dwellings and possessions during volunteer clean-up activities

Looking after returning volunteers

Providing health and safety instructions and information

Providing minimum personal protective equipment, basic amenities, food and water

Providing access to first aid

Providing health services relevant to the task e.g. immunisation against
communicable diseases.
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A template Mass Volunteering Event Plan can be found in Volunteer Coordination SOP.
4.4
Plan Concept
Once a Mass Volunteer Event has been endorsed by Brisbane LDMG as part of the
Volunteering Strategy, the Volunteer Coordination Team will lead the planning and
implementation of the event.
Mass volunteering events will be a partnership between Community Facilities and Venues,
Connected Communities, Brisbane Transport, Library Services, Corporate Communications
and City Projects under the direction of EHSOT.
The core team planning mass volunteering events will include representatives from:
 Community Facilities and Venues
 Connected Communities
 Brisbane Transport
 Library Services
 Corporate Communications
 Branches responsible for volunteer liaison at work sites
 St John Ambulance (when required)
 Queensland Police Service (when required).
Planning for a Mass Volunteer Event will involve representatives of
 LDCC Intelligence (when required)
 LDCC Operations (when required)
 LDCC Logistics (when required)
 LDCC Planning (when and if required)
 Corporate Volunteering Team (when and if required)
 RIMT (when and if required).
These representatives will inform the planning with information about appropriate worksites
and tasks for volunteer deployment in the impacted areas.
4.5
Roles and Responsibilities
The roles and responsibilities of these partners in a Mass Volunteering Event are specified
below.

Brisbane Lifestyle will lead the Volunteer Coordination Team responsible for
overseeing the volunteer event including site selection, negotiating with the site
owner, organising logistics and preparing the registration centre/s for the
volunteering event.

Library Services will provide staffing for registration centre/s (including
Registration Centre Coordinators). On the day they will register, induct and deploy
volunteers, and debrief and thank returning volunteers.

Brisbane Transport will provide buses, routes and schedules, marshals, radio
communications, and security (if needed) to transport volunteers from the
registration centre to the worksite, and back again. These will be organised by bus
marshalling staff.

Corporate Communications will be responsible for providing all communications
and volunteer fact sheets for the event.
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
Brisbane Lifestyle (and/or other Council Divisions who have lower workloads as a
result of the disaster) will provide staff to oversee volunteers and coordinate work at
the worksites.

LDCC Operations will be responsible for identifying worksites, specifying work
tasks and forming an overview of what is required from volunteers in the impacted
area to inform briefings and volunteer fact sheets.

RIMT will be responsible for providing staff at worksites in the impacted area to
direct volunteer efforts; and deploying plant and equipment to give capacity to move
damaged plants, goods and materials.

Strategic Procurement will be responsible for procuring minimum personal
protective equipment, basic amenities such as water and any health and safety
requirements.

Council Chairmen and Local Councillors will be given the opportunity to mobilise
local groups to support the events (in particular service clubs to provide food and
refreshment) and be at the registration centres to welcome and thank the
volunteers, to liaise with local community groups who want to contribute in different
ways, and to liaise with media.
Roles and duty statements within the Volunteer Coordination Team can be found in
Volunteer Coordination SOP.
4.6
Key Strategies and Actions
Strategy
Actions
Responsibility
Preparation
and Planning


Assemble and brief mass volunteer event team
Seek direction from Brisbane LDMG and LDCC
Incident Controller to identify appropriate
response to size and scale of disaster event
Identify site/s for registration centre/s
Select sites and book venues
Devise event plan
Prepare supporting materials, incl:
o event contact lists
o communication protocols
o volunteer task lists
o volunteer communications
Plan bump in and bump out process
Identify trouble-shooting team for event days
Develop plan and source equipment for in-thefield communications to support coordination
between bus deployment team, registration
centre, core event team in Brisbane Square, and
worksites in impacted areas
Schedule debriefings
Liaise with Councillor Liaison Cell in LDCC
about role and involvement
Volunteer Coordination
Team
Prepare Lord Mayor announcement on the
event and registration centre locations
Prepare Community Service Announcements
(CSAs) and media associated with the event
Volunteer Coordination
Team









Communication
and Media


Liaison with Brisbane
LDMG representative
(Chairman or Divisional
Manager)
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Strategy
Actions
Responsibility

Prepare Fact Sheets on volunteering, minimum
safety requirements, registration forms and
other associated documents
Prepare property owner fact sheet
Clarify role of Councillors for media liaison
Post-event – organise thank you to all
volunteers (initial SMS, followed by Lord
Mayor’s letter)
LDCC media
Liaise with venue contacts
Coordinate Council staff and outline roles,
responsibilities and briefings prior to event
Prepare briefing documents to assist staff
working at registration centre and being
deployed to worksites in the field
Develop and manage volunteer registration
process
Participate in event debrief, problem solving and
planning for future events
Report on event outcomes
Liaise with Queensland Police Service and St
John Ambulance to organise staff availability,
and identify appropriate location at registration
centre and worksites
Assist with worksite intelligence on the day to
facilitate appropriate deployment
Intelligence to inform volunteer deployment
Volunteer Coordination
Team
- Library Services
- Connected
Communities
Provide briefing for volunteers, covering:
o Tasking for the session
o Transport and deployment arrangements
o Workplace Health and Safety
o Contact number if separated
o Instructions for entering into private
property
Organise volunteers deployed in residential
areas into teams of 5-6, with each team to
identify a Volunteer Liaison person who will
liaise between the property owner and the
volunteers
Distribute Volunteer Fact Sheets and wrist
bands
Provide the Volunteer Liaison person with:
o a vinyl ‘Volunteer Liaison’ sticker to be
worn on their shirtfront
o enough Property Owner Fact Sheets for
the session
o briefing on following the guidelines in the
Fact Sheet and how to present to the
property owner
Volunteer Coordination
Team
- Library Services
- Connected
Communities
Appoint coordination team to manage event
Plan bus deployment and routes
Identify bus pick-up and set-down areas at
Volunteer Coordination
Team
- Brisbane Transport



Registration
Centre
Management









Briefing
volunteers




Transport &
Traffic
Management



LMO
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
Strategy
Actions






Trouble
shooting and
debriefing


Logistics and
provision of
basic amenities



Reporting



Risk
Management






4.7
Responsibility
registration centres and worksites
Organise staffing for registration centres
Allocate bus queue marshals to get people on
and off buses
Manage bus deployment and trouble-shooting
during event
Ensure all volunteers are returned to registration
centres following shifts (trouble shooting roles
key)
Liaise with Queensland Police Service for traffic
control at registration centres
Liaise with Queensland Police Service (and
potentially army if involved) for access and
traffic control in impacted areas
Identify personnel at Brisbane Square,
registration centres, Brisbane Transport and
worksites for trouble shooting roles
Organise debriefing sessions
Volunteer Coordination
Team
Procure basic amenities including:
o toilet facilities (if necessary at work sites)
o Personal Protective Equipment (PPE)
o water
o hand sanitiser
o insect repellent
o muesli bars
Deliver PPE and amenities to registration
centres and worksites
Provide fuel tanker (if required) for tip trucks
Strategic Procurement
Report on outcomes and issues
Prepare reports for LDCC
Assist media staff with information
Volunteer Coordination
Team
Investigate risk and insurance issues and, if
necessary, seek advice from Brisbane City
Legal Practice (BCLP)
Brief staff of volunteer insurance coverage
Prepare and distribute Workplace Health and
Safety fact sheets
Organise St John Ambulance deployment to
provide first aid at registration centres and
worksites
Liaise with Queensland Police Service to
provide presence at registration centre and
worksites, as appropriate
Report on deployment of volunteers to
Corporate Risk
Volunteer Coordination
Team
SOPs for Mass Volunteering Events
The following guides, templates and pro forma are all available in the Volunteer Coordination
SOP, which can be found on BIMS Online.
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
1.
2.
3.
4.
5.
6.
7.
8.
9.
4.8
A guide to identifying appropriate registration centres
An example Registration Centre Site Plan
An example Community Service Announcement (CSA)
The Volunteering Fact Sheet, which includes instructions for volunteers entering
residents’ properties
The Fact Sheet for residents
Instructions for induction of volunteers
Briefing for worksite coordinator
An example Mass Volunteer Event Contact List
A pro forma for registration of volunteers
Acknowledgement of Mass Volunteers
Connected Communities Branch and Contact Centre will build a database of contact details
for people who register as mass volunteers, and provide these to the Lord Mayor’s Office for
an SMS, letter or other acknowledgement thanking them for their contribution.
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
5.0
5.1
CORPORATE VOLUNTEERING
Purpose
The purpose of Corporate Volunteering is to respond appropriately to ‘high value’ offers of
assistance from corporate, business and government organisations.
5.2
Scope
Corporate volunteering refers to the negotiation and deployment of ‘high value’ offers of
assistance from well-organised corporate, business and government organisations offering
skilled staff and equipment, with their own management structure in place, capable of
operating with a high level of autonomy.
5.3
Plan Concept
City Projects will coordinate ‘high value’ offers of assistance.
These will be deployed to a particular area or task suited to their skills and equipment, and
asked to commit to staying there until the job is finished (potentially several days or weeks).
City Projects will negotiate Memoranda of Understanding (MOUs) with organisations
specifying arrangements for corporate volunteering in disaster. Some of these may be
negotiated as standing MOUs prior to disaster events.
5.4
Acknowledgement of Corporate Volunteers
City Projects will build a database of contact details for corporate volunteers, and provide
these to the Lord Mayor’s Office for a letter or other acknowledgement thanking them for
their contribution.
A pro forma for registration of volunteers can be found in the Volunteer Coordination
SOP.
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BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
6.0
6.1
TEAM VOLUNTEERING
Purpose
The purpose of Team Volunteering is to respond appropriately to offers of assistance from
residents, community groups and businesses offering to deploy teams of volunteers.
6.2
Scope
Team volunteering refers to the coordination of offers of assistance from community groups
and businesses offering to deploy teams of volunteers, with their own supervision structure
in place and their own light plant and equipment, capable of operating with a significant level
of autonomy.
Depending on the nature of the disaster, team volunteering is more likely to be activated in
transition and recovery phases.
6.3
Plan Concept
Brisbane Lifestyle will coordinate offers of assistance from community groups and
organisations offering to deploy groups of volunteers.
The Contact Centre will register volunteer teams, offers of assistance and requests for
assistance by volunteers using Survey Gizmo forms, and provide those details to the Team
Volunteering Coordinator as Excel spread sheets for matching and deployment.
Teams of greater than 10 volunteers with an identified team leader will be able to register
through Volunteering Queensland (VQ) or Council’s Contact Centre (depending on the
capacity of VQ). Data will be captured on the availability, capabilities and equipment of the
teams. Volunteers with small plant and equipment will also be registered and matched with
teams of skilled and unskilled labour volunteers.
These groups will be deployed to a particular area and task suited to their experience, skills
and equipment, and asked to work under the direction of a local coordinator or Council
officer. (Figure 5.2.4)
The areas and tasks that they will be deployed to do will be identified through LDCC
Operations. Usually it will be areas or tasks that RIMT, Field Services, SES and other
responses (e.g. Army, Corporate Volunteering) are not getting to because of higher
priorities.
Community Service Announcements will be prepared that aim to manage expectations of
residents.
Team Volunteering Liaison Officers will match offers with requests, record these details in a
spread sheet, and monitor completion of jobs.
Team Volunteering spread sheets used to record requests for assistance, volunteer
teams and matching and deployment can be found in the Volunteer Coordination SOP.
Ward Councillors, Ward Disaster Groups and Council’s Vollielink champions will assist in
coordinating the deployment of teams, intelligence on work tasks, etc.
The same procedures that are adopted during Mass Volunteer events will be utilised for
team-based volunteering.
The Volunteer Coordination Team will ensure volunteers are briefed, complete registrations,
receive wristbands and are met and managed by an onsite officer from RIMT or City
Page 18 of 20
BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
Projects. They will debrief volunteer groups by speaking with the group leader at the end of
the deployment, and negotiate further deployment as appropriate.
The Volunteer Coordination Team will report on Team Volunteering.
Team Volunteering Matching Process
6.4
Acknowledgement of Team Volunteers
Connected Communities Branch will build a database of contact details for people who
register as team volunteers, and provide these to the Lord Mayor’s Office for a letter or other
acknowledgement thanking them for their contribution.
A pro forma for registration of volunteers can be found in the Volunteer Coordination
SOP.
Page 19 of 20
BRISBANE CITY COUNCIL LOCAL DISASTER MANAGEMENT PLAN
CHAPTER 5 – VOLUNTEER COORDINATION SUB-PLAN (V2.1)
APPENDIX 1 – ACRONYMS AND ABBREVIATIONS
Brisbane LDMG
Brisbane City Local Disaster Management Group
Council
Brisbane City Council
CRCC
Community Recovery Coordination Committee
CSA
Community Service Announcement
DCCSDS
Department of Communities, Child Safety and
Disability Services
DDMG
District Disaster Management Group
DMO
Disaster Management Office
EHSOT
Emergency Human Services Operational Team
LDC
Local Disaster Coordinator
LDCC
Local Disaster Coordination Centre
LDMG
Brisbane City Local Disaster Management Group
LM
Lord Mayor
LMO
Lord Mayor’s Office
MDMO
Manager, Disaster Management Office
MOU
Memorandum of Understanding
PPE
Personal Protective Equipment
QFES
Queensland Fire and Emergency Services
RIMT
Regional Incident Management Team
SES
State Emergency Service
SMS
Short Message Service
SOP
Standard Operating Procedure
VQ
Volunteering Queensland
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