Managing Spontaneous Community Volunteers in Disasters: A Field Manual

While history has identified a need for improved coordination during emergencies, it has also demonstrated that community volunteers positively impact their neighborhoods during times of crisis. Laying out the rationale and process by which emergency managers, community leaders, and non-governmental aid organizations can effectively collaborate and integrate citizen response, Spontaneous Community Volunteers in Disasters explains how to engage, train, and utilize spontaneous unaffiliated community volunteers (SUCV).

The book prepares leaders to integrate local volunteers into any scale emergency response. Protocols and flexible management solutions are outlined to ensure safe and effective planning and execution. Work templates provided can be modified to suit the needs of any community. This accessible manual provides the tools to:



Assess your agency’s role, tasks, and challenges to meet community needs in a disaster
Build a plan for managing SUCVs by developing internal and external protocols
Develop effective spot screening and selection methods
Engage community members in information-sharing and outreach campaigns
Consider policies and procedures that create relevant roles for volunteers and community groups to build a resilient team for disaster recovery
Provide National Incident Management System (NIMS) compliant answers to address common barriers to using SUCVs


Combining field experience and psychosocial research, the book makes a strong case as to why community involvement in disaster response will have a positive impact on a community’s resilient recovery.
Praise for Spontaneous Community Volunteers in Disasters:
All emergency management coordinators can benefit from this book.—Howard Butt, New Jersey State Police, State CERT Coordinator
Lisa Orloff has done an excellent job in both identifying a significant opportunity in emergency response and meticulously outlining how that opportunity can best be leveraged. —Dr. Michael Chumer, New Jersey Institute of Technology
The Alliance for Nonprofit Management has nominated the book for the Terry McAdam Award. This award is bestowed upon the Committee's choice for the most inspirational and useful new book published for the nonprofit sector.

About the Author:
As Founder and Executive Director of World Cares Center, Lisa Orloff has taken her experiences as a spontaneous unaffiliated volunteer during the September 11 relief efforts and created an organization that addresses our nation’s most valuable yet underutilized resources: everyday citizens. As a spontaneous unaffiliated volunteer, Ms. Orloff created an impromptu supply chain running from the Jacob Javits Center to triage units around Ground Zero using available resources, a map from the telephone book, and her personal cell phone. To fill the unmet need of necessary supplies, Ms. Orloff managed over 300 other spontaneous unaffiliated volunteers and supported official responders working in collaboration with the NYPD, the Army National Guard, and a host of other agencies. She emerged as a liaison between community volunteers and government agencies, most notably FEMA and OEM, working together on community-focused long-term recovery initiatives.

Taking from her 9/11 experiences and subsequent all-hazards responses, Ms. Orloff remains committed to supporting national initiatives that enhance community-led response and recovery efforts in areas preparing for or recovering from disasters. Ms. Orloff continues to work with an ever growing team of cirriculum steering committee members, seasoned facilitators, and emergency managers to develop and deliver community-based programs that bridge the gaps in education, communication, and collaboration.

Ms. Orloff serves as a subject matter expert working with the Assistant Secretary of Defense for Networks and Information Integration on the development of the ReadyResponders™ Network. Ms.Orloff continues to gauge the needs of the community on how to effect cross- sector communication, and develop an information sharing network for Emergency Managers, NGO's, CBO's and community members to communicate in preparedness, response and recovery initiatives.
Ms. Orloff has keyed World Cares Center’s growth from a grassroots volunteer-led effort to a 501(c) (3) nonprofit organization with national preparedness and recovery initiatives. She is an established international speaker on spontaneous volunteer management, responder self-care, community preparedness initiatives, and building resiliency within disaster-affected communities. Ms. Orloff is a member of the UN WHO Mental Health Committee, Representative of World Cares Center associated with the Department of Public Information of the UN, the National Institute for Urban Search and Rescue, International Association of Emergency Managers, NYC-VOAD, NVOAD, NOVA’s National Community Crisis Response Team, and the Advisory Boards of Citizen Corps and the WTC Health Registry. She is also a board member of NYCVOAD, My Good Deed and Arts for All. Ms. Orloff is a graduate of the Institute for Not-for-Profit Management’s Executive Level Program at Columbia University’s Graduate School of Business. She is a recipient of the Mayor’s Voluntary Action Award for her service during 9/11.

The History of Spontaneous Volunteerism in Disaster ResponseHistory of Spontaneous Volunteerism in Disaster Response Lessons Learned from Spontaneous Volunteerism in Disaster Response The Ecosystem of Supportive Partners in Disaster Response National Government Initiatives National or International Nongovernmental Agencies Businesses Local Faith-based Organizations and Nongovernmental Organizations Ordinary Citizens, Good Samaritans, and Local Assets

Exploring the Unique Challenges of Today’s Disaster Response Public Challenges Public Apathy Communications Diverse Populations and Cultures Where People Settle The Carless SocietyInternal Capacity Challenges Lack of Staff and Partner Expectations Liability A Typology of Disasters: Traditional Hazards and Threats Terrorism PandemicsNatural Disasters Hurricanes Coastal Storms Landslides and Mudslides Floods Tornadoes Windstorms Tsunamis Wildfires Blizzards, Ice Storms, and Severe Winter Storms Human-Made Disasters Construction Accidents Chemical and Industrial Hazards Transit of Hazardous Material through Your Town

Disaster Management Concepts Applied to Spontaneous Unaffiliated Community Volunteer ManagementA Common Lexicon of Terms The Life Cycle of Disaster Response Preparation Response Recovery Mitigation The Incident Command System Integrated Communication Concepts Emergency Support Functions Adjunct ESFs

Assessing Internal ReadinessDefining Agency Roles and Tasks in Disaster Response Assessing External Partner SupportThe Many Faces of Disaster Volunteers Identifying SUCV Roles Survey Results Tailoring Your Plan for Different Phases of Disaster Tailoring Your Plan for Anticipated HazardsWeighing the Pros and Cons of Utilizing SUCVs Pros Cons Liability Emotional and Physical Concerns Internal Capabilities: Staffing

Protocols for SUCV ManagementInternal Protocols Designate Oversight Span of Control Agency Responsibilities Catalogue Your Resources Follow Up with Volunteers Developing Protocols for Volunteers to Follow Length of Shift Length of Volunteer Commitment Briefings and Debriefings Post-shift Reports Code of Conduct Confidentiality Agreement Self-care Family Preparedness Volunteer Responsibilities External Protocols Choosing Disqualifiers Core Attributes Additional Attributes: Workshop Feedback Volunteer Application Volunteer Self-Assessment Agency Outreach Flyer

A Volunteer Reception Center and Point-of-Distribution Model Volunteer Reception Centers Adapting to Your Size and Needs Planning Your Volunteer Reception Center Networking and Communication Logistics Preparing an Efficient Floor Plan Some Considerations in Laying Out Your Floor Plan Running a VRC/VRA while Continuing to Serve Those in Need Public Information Staffing Policies and Procedures Outside Normal Business Hours VRC Roles and Positions Executive Responsibilities Executive Positions VRC Director/ICS Commander Operations Officer Planning Officer Logistics Officer Finance Officer Public Information Officer Safety Officer Position Descriptions for Roles That May Be Fulfilled by SUCVs Greeters or Receptionists Interviewers Resource Coordinator and Data Entry Volunteer Orientation and Training Coordinator Social Support Services Food, Water, and First-Aid Services Runners Security The Volunteer Reception Center Model Applied to the Public-Health Sector’s Points of Distribution Model Position Descriptions for Roles That May Be Fulfilled by POD Volunteers Clerk Assistant (Data Entry) Greeter Screener Educator Food Service Supply (nonmedical) RunnerSpot Screening, Assessment, and SelectionInterview Fundamentals Spot-Screening Logistics Spot-Screening Safety Spot-Screening Checklist Keep an Objective View Share Relevant Data Use Spot-Screening Time Wisely Modeling Values: Actions Speak Louder than Words The Process Volunteer Application and Self-Assessment Interviewer Templates Five Types of Interview Questions Cultural Sensitivity Assessment Outcome of Interview: Steps to Take upon Selection Offer a Role Agree on a Communication Strategy Validate or Check Credentials Validate Credential Decline with Gratitude

Reducing Attrition and Unwanted Behavior through Proactive Management: A Competency Model for Leaders and ManagersWhy Good Management of Volunteers Is Essential Find Existing Resources to Manage Volunteers Understand the Needs of Your Managers and Your Volunteers Proactive Management Protocols Provide a Team Orientation Just-In-Time Training Share Your Agency’s Mission, Vision, and Values Clarify Expectations Promote Self-Care Prepare Volunteers for Sunsetting Long-Term Recovery Roles Build Your Team Leverage Command Presence

Building a Resilient Team The Impact of Mental Health Issues in Volunteers Potential Negative Side Effects of Volunteer Work Risk Factors for Trauma and Stress Disorders Secondary or Vicarious Trauma Compassion Fatigue Posttraumatic Stress Disorder Symptoms of PTS D Signs that Stress Is Taking a Toll Managing with Self-Care in Mind Creating a Safe Space Matching Skills and Roles Orientation Briefings Training Free and Confidential Resources Bonding with Your Team Communicating Self-Care Concerns Self-Care Training for Your Volunteers Family Preparedness and Care The Buddy System MEDS: Move, Eat, Drink, and Sleep Relaxation Techniques Self-Care outside of VolunteeringVolunteer Self-Care Guidelines For External Distribution Self-Care while Volunteering Self-Care outside of Volunteering Additional Self-Care Notes Relaxation Techniques: Deep breathing Keeping a Journal Other Relaxation Techniques Be Aware: Some Signs of Stress

Social Media and Emergent Technologies in Spontaneous-Volunteer ManagementNew Web 2.0 Technologies in Disaster Response Federal Measures Social Technologies in Action Wikis Twitter SMS Texting Flickr Information-Sharing Portals International Applications The Case of World Cares Center’s Response in Haiti The Case of Bangladesh: Citizen Response to Floods, from Cell Phone Early-Warning Systems to Hand-Cranked Radios The Case of Burma: Citizen Response to Cyclone Nargis The Case of India: Women’s Organizations Response to Gujarat Earthquake The Need to Engage Social Media and Web Technologies
GlossaryAppendix: FormsIndex
Each chapter includes an Introduction, Conclusion, and End-of-Chapter Questions