Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5. Emergency Relief Centres
Council has identified and assessed venues as potential Emergency Relief Centres (ERC) for use in times of
emergency.
Careful consideration will be given to the prevailing circumstances and the number of people needing
assistance when selecting a site or sites. In a large or prolonged emergency a relief centre may evolve into
a recovery centre.
All Council facilities are listed on GIS and external owned premises identified on Council’s MERMAID
database.
Depending on need and venue a Relief Centre Manager may be appointed by the MERO or MRM. The
following procedures and checklists are included to assist Council staff fulfil the necessary roles in an ERC.
The emergency relief centre manager’s prime responsibility is to coordinate resources and services within
the centre to ensure basic and immediate needs are provided to persons affected by an emergency. The
role includes:

Overseeing the delivery of emergency relief functions within the centre

Escalating requests for supplementary resources to MECC

Overseeing coordination and communication (including daily briefings)

Ensuring relief centre activity reports are completed at the times designated

Monitoring if people are adequately accessing services

Overseeing occupational health and safety at the centre including standards for set up, access and
egress, health and wellbeing of staff and agencies
Last amended: August 2014 V1.0
Page 1 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.1 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 A to Part A5.

Action
Responsible
Comments
agency/person
Prior to the emergency event (Preparedness)
In conjunction with the MERC and MERO, select
the most appropriate ERC location/s to open
Alert identified staff to attend the ERC (including the
ERC Manager and support staff)
Place ERC staff on STANDBY consisting of:




ERC Manager
Logistics / Operations Officer
2 x support staff
2 x administrative staff
Consider if there is likely to be a requirement for
sleeping for displaced people.
If so contact
Salvation Army (Non Food Items Coordinator)
immediately
Place Red Cross on standby (food; registration;
personal support)
Place Salvation Army on standby (bedding and
non-food items)
Place Civic Compliance (animal management) /
Animal Pound on standby
Alert Operations Centre to possible requirement for
traffic management
Place PR & Marketing Officer on standby (media
releases)
Advise Facilities Coordinator (access to keys / open
buildings)
Advise Customer Relations / After Hours Service
Advise all Environment Coordinators to place
relevant service providers on STANDBY
Advise DHS of actions
Advise MERO of time ERC will be ready to receive
affected people
Emergency Relief Centre Required
Consider if security is needed and place on
STANDBY
Advise Personal Support / Counselling Coordinator
Advise Accommodation Providers
Advise Ambulance Victoria (who are lead agency to
access St Johns Ambulance for first aid on site)
Contact Cleaning Staff / Waste Collection for Relief
Centre
Liaise with neighbouring municipalities as required
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – Emergency Relief Centres
Responsible
agency/person
Comments
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
for registration purposes
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
In conjunction with EMCG, PR & Marketing Officer
and the relevant control agency staff, prepare
information for distribution to the community.
Municipal Council customer service area/
afterhours 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 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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – Emergency Relief Centres
Responsible
agency/person
Comments
emergency relief and recovery services
Obtain a summary of people registered and people
attending the Emergency Relief Centre
Last amended: August 2014 V1.0
Page 4 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.2 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
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Obtain initial briefing from MRM before attending
ERC
Advise other team members of activation of ERC
Collect ERC Kits and other required equipment
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
regarding 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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – 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 relief phase (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
de-briefing 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 communication updates are 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
Co-ordinate accurate and timely dissemination of
information to affected persons, ERC and Support
Agency staff, Municipal Council’s senior management
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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – Emergency Relief Centres
Responsible
agency/person
Comments
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
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
Last amended: August 2014 V1.0
Page 7 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.3 Deputy ERC Manager Operational Checklist
The Deputy ERC Manager direct reports include:
 Records and Administration Staff
 Media and Communications staff

Action
Responsible
Comments
agency/person
Prior to the arrival of emergency affected people (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 relief phase (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 the notice-board and personally
to affected persons throughout the ERC (as directed by
the MRM/ERC Manager)
Provide assistance/support as requested by ERC
Manager
Manage Records and Administration function 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, if necessary, given the size and
complexity of the incident (e.g. 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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – Emergency Relief Centres
Responsible
agency/person
Closing the loop (Finishing off the process)
Comments
Assist with closing centre
Attend major de-briefing as advised
Last amended: August 2014 V1.0
Page 9 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.4 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
Comments
agency/person
Prior to the arrival of emergency affected people (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 relief phase (tasks that needed to be completed)
Consider site logistical management (e.g. Access,
egress, parking, security, safety, refuse) issues and
refer requests for additional resources to the ERC
Manager (for liaison with 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 (for liaison with
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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – 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
Last amended: August 2014 V1.0
Page 11 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.5 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
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Attend briefing by ERC Manager
With Operations and Logistics Supervisor, use preprepared 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 (i.e. DHS;
Centre Link, etc.)
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 REGISTER FIND REUNITE but not
wishing to use ERC facility
During the relief phase (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)
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan

Action
City of Stonnington
Part A5 – Emergency Relief Centres
Responsible
agency/person
Comments
Facilitate site requirements for Red Cross (site catering
facilities) and Salvation Army (bedding and material
aid) as required.
Track play and recreational equipment in the ERC (e.g.
Toys, TVs)
Maintain and monitor ERC hygiene
Provide regular updates to the Operations and
Logistics Supervisor
Last amended: August 2014 V1.0
Page 13 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.6 Administration and Records Management
Reports to Deputy ERC Manager

Action
Responsible
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Attend briefing by ERC Manager
Assist ERC set up
Liaise with venue management for access to office
area if required
During the relief phase (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
REGISTER FIND REUNITE as required
Maintain the ERC log (e.g. 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
Last amended: August 2014 V1.0
Page 14 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.7 Support Staff
Reports to Deputy Operations and Logistics Supervisor or, if no Deputy, Operations and Logistics
Supervisor

Action
Responsible
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Attend briefing by ERC Manager
Under the direction of the Operations and Logistics
Supervisor, assist set up of the ERC
During the relief phase (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)
Last amended: August 2014 V1.0
Page 15 of 18
Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.8 Volunteer Coordinator
Reports to Deputy Operations and Logistics Supervisor or, if no Deputy, Operations and Logistics
Supervisor

Action
Responsible
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Attend briefing by ERC Manager
Under the direction of the Operations and Logistics
Supervisor, assist set up of the ERC
During the relief phase (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 recognised community
organisations. 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 with 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
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan
City of Stonnington
Part A5 – Emergency Relief Centres
A5.9 Communications / Media Officer
Reports to Deputy Emergency Relief Centre Manager

Action
Responsible
Comments
agency/person
Prior to the arrival of emergency affected people (Preparedness)
Provide media releases on Council’s role in
establishing the ERC
During the relief phase (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.
Last amended: August 2014 V1.0
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Municipal Emergency Management Plan
Last amended: August 2014 V.03