Volunteer Management Support Annex Template For Use by … · 2020-06-16 · Volunteer Management Support Annex – Template DRAFT Revised January 31, 2013 6 expertise for implementing

Volunteer Management Support Annex

Template

For Use by Cities and Counties in the Development of Emergency Operations Plans

This document was developed by the State of Colorado’s Donations and Volunteer Coordination Teams

in cooperation with Colorado Voluntary Organizations Active in Disasters

Inquiries regarding this document can be directed to:

[email protected]

Volunteer Management Support Annex – Template DRAFT Revised January 31, 2013

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Introduction and Instructions for Template The Volunteer Management Support Annex Template was developed by the State of Colorado’s Volunteer Coordination Team (VCT) as a resource for use by local Offices of Emergency Management (OEMs). It is modeled after the State’s Donation and Volunteer Management Support Annex as part of the State’s Emergency Operations Plan (EOP). This template provides a suggested outline, notes on what local jurisdictions might want to consider for each section, and sample text. The sample text is borrowed largely from the State Plan. While the sample text may be more detailed than what most Cities/ Counties will need, it was included to provide ideas for issues that should be considered for inclusion in the development of a volunteer management annex/plan. The following are some elements to be considered when using this template:

1. This template is designed so that local jurisdictions can incorporate it into their EOPs in the form of an annex. However, jurisdictions may opt to incorporate this template into an Emergency Support Function (ESF).

2. The template is based on the recognition that government is often ill-equipped to deal with the challenges of managing spontaneous unaffiliated volunteers (SUVs) in disaster response and recovery efforts and therefore may need to rely on partnerships with non-profit organizations that possess experience and expertise in volunteer management.

3. The Volunteer Management Support Annex describes the coordinating processes used to ensure the most efficient and effective management and utilization of SUVs during major emergencies and disasters. To accomplish this, local jurisdictions should consider forming a Volunteer Coordination Team (VCT) to coordinate the efforts of local government, voluntary organizations, and the private sector.

4. This template is written with the assumption that local jurisdictions will opt to partner with a voluntary organization for the management of SUVs, however local offices of emergency management may partner with the agency of their choice.

5. At the state level, Colorado Volunteer Center Network (CVCN) is the lead voluntary organization for managing SUVs and Volunteer Reception Centers (VRC) in disaster response and recovery efforts. Partnerships with CVCN have been formalized through MOUs with the Colorado Office of Emergency Management (COEM). Cities/Counties may choose to partner with CVCN or another organization to manage volunteers.

6. Cities/Counties should consider partnering with an organization that specializes in Information and Referral to assist in managing phone calls/inquiries from the public through activation of their call center. At the state level, 2-1-1 Colorado is the lead agency for Information and Referral.

7. The template provides an outline that is consistent with the National Incident Management System (NIMS). The sample language can be modified and/or inserted directly into local EOPs to identify the document’s purpose, authority, planning assumptions, concept of operations, and assigned responsibilities. The template is a suggested outline – sections may be added/deleted as appropriate.


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8. Although some of the sample language may be useful in describing activities generic to volunteer management, it will be necessary for local jurisdictions to customize and tailor the template to the unique aspects of their communities.

9. The template is not intended to substitute for the process of obtaining buy-in from stakeholders and consensus on all elements of the final document. Local jurisdictions are encouraged to form a planning team, such as a Volunteer Coordination Team (VCT), comprised of key stakeholders to draft, review, and approve Annex. These key stakeholders should be written into the Annex.

10. Local jurisdictions should consider utilizing the EOC Guidelines on Donations and Volunteer Management as a hands-on tool to assist those overseeing SUV management in an EOC during activation. The EOC Guidelines on Donations and Volunteer Management can be found at www.coloradovoad.org, under ‘resources’ tab.

11. Jurisdictions adding a Volunteer Management Annex to their local Emergency Operations Plan should consider formalizing partnerships with supporting agencies/voluntary organizations by executing Memorandums of Understanding (MOUs) prior to an event. Sample MOUs can be found in the EOC Guidelines on Donations and Volunteer Management (which can be found at www.coloradovoad.org, under ‘resources’ tab).

12. The State’s Volunteer Coordination Team is available upon request to support local jurisdictions with the development of their SUV management plans and can also provide EOC support in times of activation.


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Volunteer Management Support Annex City/County Emergency Operations Plan - TEMPLATE LEAD COORDINATING AGENCY: City/County Office of Emergency Management SUPPORT AGENCIES: <List here key agencies engaged in the management of spontaneous unaffiliated volunteers. It is at the discretion of the city/county to determine how extensive this list should be. For example, in the State Annex, the list is limited to agencies that are actively engaged in the planning process with the understanding that additional agencies will be invited to participate in an event depending on the type, scale, and location of disaster. Below are some voluntary agencies the city/county may want to include.>

• Lead Support Agency for Volunteer Management • Local Voluntary Organizations Active in Disaster (VOAD) or Community

Organizations Active in Disaster (COAD) and/or State VOAD • Information and Referral agency • Other government agencies as appropriate • Other voluntary organizations as appropriate

I. PURPOSE <This section details the reasons for creating and maintaining a Volunteer Management Support Annex that supplements the jurisdiction’s Emergency Operations Plan. This section also identifies key coordinating entities under the plan.>

[Example] The Volunteer Management Support Annex outlines a framework to facilitate the effective coordination and utilization of spontaneous, unaffiliated volunteers (SUVs) to meet the needs of affected communities in the City/County of __________ following major emergencies and disasters.

II. SCOPE <This section defines the parameters of the content in this Annex as it relates to SUV management, including key concepts regarding volunteer management, geographical area, entities involved (e.g. departments, agencies, private sector), when the Annex would be activated, and how it would be activated.>

[Example] This Annex will be implemented in response to major emergencies or disasters that overwhelm capabilities of __________ City/County to manage spontaneous, unaffiliated volunteers.

This Annex provides guidance on the role of the City/County of _________ and partner agencies in SUV coordination in response to disasters. The City/County of _________ will look principally to those private voluntary organizations with established volunteer management systems already in place to receive, document, and provide a linkage of


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the volunteer offer to the voluntary agencies active in the response or recovery. The scope of the coordination of volunteer management activities is outlined below.

Volunteer Management - involves a process for effectively matching spontaneous, unaffiliated volunteer offers with credible voluntary organizations. The City/County of __________, along with VOAD member agencies, encourages the public to volunteer with a credible voluntary agency.

Any reference to volunteer means spontaneous, unaffiliated volunteers, as described below.

Spontaneous, unaffiliated volunteers (SUV) - refers to spontaneous offers of volunteer assistance by members of the general public and/or private sector wanting to assist in response and recovery efforts who are not affiliated with a voluntary organization, or other credible agency, engaged in response and recovery.

When implemented, this Volunteer Management Annex will be supplemental to, and will not interfere with, the established volunteer coordination systems of VOAD member agencies or other voluntary organizations.

III. OBJECTIVE <This section provides space for more specific information on what this Annex aims to achieve, broken down into several key objectives.> IV. SITUATION <This section provides an overview of how the jurisdiction expects to receive (or provide) assistance within its response structure under the Volunteer Management Support Annex. It may also include a statement of the type(s) of scenario(s) that could lead to utilization of this Annex. This section might also contain an overview of issues that will need consideration during response and recovery operations, such as which agency is foremost in responsibility; who will be responsible for the organization of volunteer reception centers; anticipation of outside assistance (state or military); and the possibility of need to enter into agreements with outside entities>

[Example] Whenever possible and agreed upon by all parties, the City/County of __________ will seek to partner with private voluntary organizations, or other entities, with expertise in volunteer management, such as ___________________ (insert name of voluntary organization here), and will look to such agencies to provide guidance and leadership in the design and execution of volunteer management systems. ____________(insert name of agency) may provide staff, resources, and


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expertise for implementing a Volunteer Coordination Systems to assist in capturing and processing volunteer offers in response to a disaster, and matching offers with voluntary organizations and other credible agencies. Support may include management of a Volunteer Reception Center, ‘virtual support’ through the coordination of SUV offers through use of web-based tools, and/or technical guidance. The City/County of ____________ will be responsible for the strategic coordination of the actions of these agencies and other stakeholders with regards to volunteer management. Local governments, with the support of Voluntary Organizations Active in Disaster (VOADs) and Community Organizations Active in Disaster (COADs), hold primary responsibility for the coordination of spontaneous, unaffiliated volunteers in a disaster. While local governments are ultimately responsible for the coordination of volunteer management operations, the City/County of __________ does not possess any authority over its voluntary agency partners. Further, the City/County of _______ will not alter or otherwise impede the normal operations of voluntary organizations.

<Jurisdictions and individual organizations may choose to execute a Memorandum of Understanding in order to define the roles and responsibilities of parties involved, including the scope of services that may be provided by the voluntary organization if activated. Sample MOUs are provided in the Attachments to this document.> V. AUTHORITIES <This section cites the specific legislation or authorities that support the adoption of this Annex and the concept of operations contained herein (This should include local, state, and federal legislation, relevant MOUs, or other authorities that provide a basis for the policies and procedures described in this Annex.> [Example]

A. Local a. City/County Emergency Ordinance/Resolution

B. State

a. Colorado Disaster Emergency Act of 1992 (Title 24, Article 32, Part 2101 et. seq., Colorado Revised Statues)

b. Article IV, Constitution of the State of Colorado; entitled the Executive Department

C. Federal a. Robert T. Stafford Disaster Relief and Emergency Assistance Act

(42 U.S.C. §§ 5121-5206) b. The National Disaster Recovery Framework, February, 2010


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VI. POLICIES <The policy section identifies the authorities unique to the incident type, the special actions or declarations that may result, and any special policies that may apply. > VII. ASSUMPTIONS <This section identifies what the planning team assumes will be true for any given scenario that leads to the usage of the Volunteer Management Support Annex. This may include reference to the importance of volunteers with regards to relief and recovery efforts, how volunteers will be managed, and the consequences of ineffective volunteer management.>

[Example] The City/County of _____________ recognizes that volunteer offers from the public and private sector are important resources in response and recovery efforts and must be effectively coordinated. Other offers of assistance may be in the form of financial contributions or in-kind donations (i.e. food, clothing, products, and equipment). Spontaneous, unaffiliated volunteer offers of will need to be effectively coordinated to ensure effective utilization of volunteers to support agencies active in an incident. Such efforts must involve inter-agency collaboration among governmental and tribal agencies, voluntary agencies, community-based organizations, faith-based groups, the private sector, and the media. If not effectively managed, spontaneous unaffiliated volunteers can prove detrimental to relief efforts. Volunteers arriving at the disaster site can disrupt and may endanger relief workers and the volunteer themselves, as well as overwhelm government and voluntary agencies, and interfere with response and recovery efforts. Careful volunteer management, planning, and strategies will reduce problems associated with spontaneous unaffiliated volunteers. This Annex does not supersede the plans, policies, or procedures of voluntary organizations, nor does it affect offers of volunteer assistance directed to specific voluntary agencies.

VIII. CONCEPT OF OPERATIONS <This section is designed to give an overall picture of how the response organizations under this Annex will provide a coordinated system for managing SUVs. This section also outlines how this Annex will be activated. A description of how the volunteer management function fits into the City/County EOC organizational structure is recommended (i.e., as part of an Emergency Support Function, as part of an ICS Operations Section, or other depending on the management protocols of the jurisdiction).>


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[Example] This Annex may be activated when one or more of the following triggers are met:

1. Upon request of local emergency management 2. Upon request of __________________ 3. In the event of a Governor-declared disaster

Upon activation of this Annex, the OEM Director will designate a Volunteer Management Coordinator to supervise the overall effort, coordinate with appropriate agencies to determine available resources and need, coordinate with the ESFs in the EOC, and maintain communication with state and other government entities as appropriate. In larger events, the City/County of ________ may seek support from the State’s Volunteer Coordination Team (VCT). This team, comprised of governmental and voluntary agency representatives, is designed to provide assistance with volunteer management to local jurisdictions. The VCT can provide support, guidance, and tools to local OEMs. Assistance could be in the form of volunteer management support staff to an EOC, general technical guidance, and/or access to a web-based tool to manage donated offers. Those providing volunteer management support will utilize the EOC Support Guidelines for Donations and Volunteer Management as a tool for effective execution and coordination of volunteer management activities when the EOC is activated. The Guidelines are intended to serve as a resource to assist the local jurisdiction in their operations. However, as every event is unique, the Guidelines should be used only to the extent appropriate and should be adjusted as needed. The EOC Support Guidelines for Donations and Volunteer Management can be obtained from the Lead Coordinating Agency for this Annex or from COVOAD (go to www.coloradovoad.org under ‘resources’).

A. Spontaneous Unaffiliated Volunteer Management

<Cities/Counties should identify and engage in planning efforts with a lead agency for volunteer management. The State has identified Colorado Volunteer Center Network (CVCN) as their Lead Support Agency. Cities/Counties may seek to partner with CVCN or another agency.>

1. ________________ has been identified as the Lead Support Agency for volunteer management, as outlined in this Annex and the MOU between the City/County of _________ and ________________.

2. ________________ is tasked with coordinating and facilitating the effective management and allocation of spontaneous, unaffiliated volunteer offers from the general public and private sector in response and recovery efforts following a disaster.


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3. Should the City/County of _________ determine a need for a volunteer reception center, the OEM will submit a request to _________________. City/County OEM will prepare a mission assignment for _________________ as appropriate.

4. When activated, _________________ will utilize their volunteer management systems- a process designed to facilitate the matching of volunteers with credible organizations providing relief and recovery services. Activation of a volunteer reception center is the responsibility of _________ City/County’s OEM. Activation is based on several factors, including the type and size of event, media coverage, arrival of volunteers at the disaster site. When activated, __________ agency will be tasked with managing a Volunteer Coordination System (VCS). VCS, which may include a Volunteer Reception Center, ‘virtual support’ through the coordination of SUV offers through use of web-based tools, and/or technical guidance.

5. The level of involvement/support provides by ____________ agency will be determined by the agency and ____________ City/County.

6. Volunteers will be reminded that they should not self-deploy and should affiliate with a reputable agency

7. Unsuitable and unneeded volunteer offers must be declined of properly. Whenever possible, contact should be made with the volunteer to thank the individual/group, decline the offer, and provide recommendations for a better way to assist with relief and recovery efforts (i.e. financial donation).

B. Financial Contributions

1. Public messaging will emphasize that financial contributions are the best way to assist in disaster response and recovery. Those who wish to make a financial contribution, but do not know which specific agency to give to, will be directed to a list of agencies responding to the event and/or a local fund designated for the event.

2. In situations where a Long-Term Recovery Committee (LTRC) is formed, a system will be put in place to manage financial contributions to address outstanding needs. This will include the identification of a fiscal agent to support communities throughout the state (NOTE: communities are encouraged to identify a fiscal agent that is independent and does not have a potential conflict of interest).

3. Financial contributions are not accepted by state or local OEMs or other governmental entities.

C. State Sponsored Portal

<Cities/Counties may choose an alternative portal for volunteer management.> 1. The county may choose to activate a web-based portal to support

volunteer management efforts in coordination with CVCN. 2. The Colorado Donations and Volunteer Management Network (CDVMN)

is comprised of potential donors (citizens, businesses, civic groups, etc.),


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credible relief groups/organizations, and government emergency management agencies.

3. The purpose of CDVMN is to effectively connect potential donors/volunteers with relief agencies through a web-based portal so that response and recovery agencies are better able to support communities following a disaster.

4. The CDVMN Portal is designed so that the public can enter volunteer offers directly into the portal, and voluntary agencies needing volunteers can view/accept offers entered into the system. Additionally, voluntary organizations can post needed items directly into the Portal.

5. The CDVMN Portal is an extension of the National Donations Management Network (NDMN) – a tool used nationwide to manage offers in times of disaster. Aidmatrix is the non-profit entity responsible for maintaining, updating, and providing trainings on the NDMN tool. The State of Colorado currently has an MOU with Aidmatrix - allowing the State and its local jurisdictions to use the NDMN tool as the platform for the CDVMN Portal.

6. The CDVMN is designed to minimize the number of unusable offers (in-kind donations and volunteers) and provide a means for the public to offer their assistance without converging on the disaster site.

7. In situations where the Portal is not available, data collected by 2-1-1 Colorado and other organizations will be captured on pre-formatted spreadsheets. This information will be consolidated and used to match offers with agencies manually until data can be uploaded to the Portal (when it becomes available).

NOTE: The CDVMN Portal will be phased out in 2013 due to shift in funding priorities for FEMA. The State of Colorado, in coordination with CVCN, will be exploring alternatives for capturing volunteer offers.

C. Public Information

1. The City/County OEM will provide guidance to the public on how to most effectively help in a disaster through Public Information Officers and/or a Joint Information Center (JIC). The agencies under this Annex will assist in developing public messaging.

2. Messaging will emphasize that the best way to support response and recovery efforts is though financial contributions to credible disaster relief organizations.

3. A central phone number may be established to manage inquiries concerning volunteering. Whenever feasible, it is recommended that 2-1-1 Colorado be requested to operate call centers.

4. All inquiries concerning cash donations to a specified organization will be referred directly to that organization. Those who wish to make a financial contribution, but do not know which specific agency to give to, will be directed to a list of agencies responding to the event, and/or a local fund designated for the event.


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5. The public may be provided with a single URL (www.HelpColoradoNow.org) for information on how to help in a disaster. This site will link users to various portals depending on the type of inquiry.

6. Volunteers will be discouraged from arriving at the disaster site. 7. A template for standard public messaging on donations developed by

the VCT can be found at www.coloradovoad.org, under ‘resources’ menu.

D. Long-Term Recovery Committee

1. The City/County of ________, in collaboration with key agencies, may facilitate the formation of a Long Term Recovery Committee (LTRC) to address the needs of those affected by disasters that were not met as part of the initial response.

2. LTRC assistance targets those who have unmet needs after assistance from all other sources (insurance, governmental and voluntary agencies) has been provided. A LTRC may be needed in situations where disaster victims continue to have significant unmet needs after personal resources, insurance, and immediate disaster-related government benefits are exhausted.

3. LTRC efforts are intended to complement, but not duplicate, assistance already provided by FEMA, voluntary agencies, faith-based organizations, and civic groups.

4. LTRCs will assist affected individuals better understand the benefits available to them, support them with application processes, and make referrals to relevant agencies.

5. Local, state, and federal government agencies support the LTRC by providing technical assistance, including helping to identify and coordinate available recovery resources.

6. Leadership and management of the LTRC are assumed by representatives of the local community, faith-based, non-profit and voluntary organizations that comprise its membership.

7. National VOAD, www.nvoad.org, has prepared a document designed to help communities affected by disasters create, organize, and manage Long Term Recovery Committees. It is highly recommended that this document be delivered to the LTRC immediately after its inception.

E. Coordination of Volunteer Management

1. The Lead Coordinating Agency will identify a regular time and venue for daily/regular meetings to address volunteer management issues. Meetings may take place in person or via conference call.

F. Coordination with Other ESFs

1. Depending on the nature and scale of the event, those management volunteers may need to coordinate with other ESFs, including.


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IX. ROLES AND RESPONSIBILITIES <This section describes the responsibilities of individual agencies with regards to volunteer management, including the lead City/County agency as well as supporting agencies. This section may also outline how partnerships among agencies are formalized.>

[Example] Whenever possible and agreed to by all parties, the City/County of _________ will strive to partner with voluntary agencies in response and recovery efforts. Individual organizations may choose to engage in Memorandums of Understanding (MOUs) with the City/County to define the scope of services they may provide in an event and identify needed resources. As a supplement to an MOU, a mission assignment may also be executed in response to specific events. A mission assignments is a contractual agreement between the Lead Agency and Supporting Agency (or other voluntary organization) which clearly outlines what services will be provided by the Supporting Agency/voluntary organization, what costs will be reimbursable by the City/County, and what support the City/County will provide. The Support Agencies below operate at their own discretion and are not obligated to fulfill the responsibilities outlined below. The City/County of _________ holds no authority over the voluntary agencies that participate in volunteer management efforts as outlined in the Annex. [Example] A. Lead Coordinating Agency

1. City/County Office of Emergency Management • Coordinates overall efforts in the City/County of

____________ to manage spontaneous, unsolicited, unaffiliated volunteers in support of affected local jurisdictions.

• Appoints a Volunteer Management Coordinator. The Coordinator will:

a. Assess the situation, determine staffing needs appropriate to the emergency situation, and assemble team members to handle volunteer management issues

b. Coordinate with appropriate agencies to determine appropriate resources and needs, including local emergency management offices

c. Assist voluntary organizations in obtaining needed services

• Identify a Lead Supporting Agency to oversee volunteer management. When necessary and in coordination with ____________, locate, lease, and establish a Volunteer Coordination System.


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• In cooperation with key partners, determine need for activation of a web-based tool, such as the CDVMN Portal (aka Aidmatrix), to assist in the management of individual/group volunteer offers

• Execute MOUs and/or Requests for Assistance with partner agencies, as appropriate, to support relief and recovery efforts as they pertain to volunteer management

• Identify a time for regular meetings/conference calls to address volunteer management issues when web-based tool is activated

• Coordinate with supporting agencies during non-disaster times to develop, maintain, and review plans, MOUs, and operating guidelines

B. Supporting Agencies

1. Lead Supporting Agency for Volunteer Management • Serves as Lead Support Agency and subject matter

expert on volunteer management • When requested by the City/County of ____________

and agreed upon by ___________, ___________ will execute volunteer management system to effectively coordinate volunteer management and facilitate matching of volunteer offers to response agencies

• When requested by local jurisdiction, manages and oversees a volunteer reception center, provide virtual support’ through the coordination of SUV offers through use of web-based tools, and/or technical guidance.

• Assists in developing procedures for managing spontaneous, unaffiliated volunteers received through the volunteer management system

2. Information and Referral • When requested by the local jurisdiction and agreed

upon by _____________, establishes a central phone number to respond to inquiries concerning volunteer, provides a liaison to the EOC if requested by EOC, and shares volunteer information with all participating agencies

3. Donations and Volunteer Coordination Teams • Facilitate coordination of DVCT partner agencies • Provide general guidance on volunteer management • Provide a liaison to the EOC to support volunteer

management • Assist in public messaging, including provision of pre-

scripted messaging, ability to post on www.HelpColoradoNow.org,


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4. Volunteer/Community Organizations Active in Disaster • Provide coordination necessary to expeditiously access

the resources of VOAD/COAD member agencies • Facilitate communication among VOAD/COAD member

agencies with regards to relief and recovery efforts • Notify VOAD/COAD member agencies when activated

under this Annex X. FINANCIAL MANAGEMENT <This section describes the limits of financial responsibility borne by the City/County and the conditions under which reimbursement of Supporting Agency costs are eligible>. [Example]

1. Supporting Agencies are responsible for recording and tracking their own costs and expenditures seeking reimbursement from appropriate sources after an event.

2. Following a Presidential Disaster Declaration, reimbursement of eligible expenditures may be provided by FEMA in accordance with Stafford Act program guidelines.

3. For federal declarations authorizing Public Assistance under the Stafford Act, the hours volunteers spend performing disaster-related work may be used to help offset the non-federal 25% match. A reasonable hourly rate may be assigned and all hours must be documented to include name of volunteer, dates/hours worked, and a brief description of the activity performed.

4. The City/County is not responsible for the disaster-related costs of Supporting Agencies, except as defined in formal Memorandums of Understanding or through formal Requests for Assistance made by the City/County of ___________ and accepted by the cooperating agency at the time that their services are needed.

5. Reimbursements (federal and state) will be contingent on sound documentation and record keeping, consistent with National Incident Management Systems (NIMS) framework.

6. Agencies that utilize volunteers should document volunteers and hours served for general reporting and potential federal cost share. Documentation should include: agency name, name of volunteer, date of volunteer service, volunteer contact information (address and phone), job done, location, signature of volunteer.


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ATTACHMENTS GLOSSARY OF ACRONYMS

• ACSDR – Adventist Community Services Disaster Response • ARC – American Red Cross • CDEM – Colorado Division of Emergency Management • CDPHE – Colorado Department of Public Health and Environment • CDVMN – Colorado Donations and Volunteer Management Network • COVOAD – Colorado Voluntary Organizations Active in Disaster • CVM – Colorado Volunteer Mobilizer • CVCN – Colorado Volunteer Center Network • DCT – Donations Management Team • DVCT – Donations and Volunteer Coordination Teams • EOC – Emergency Operations Center • ESF – Emergency Support Function • FEMA – Federal Emergency Management Agency • JIC – Joint Information Center • LTCR – Long-Term Recovery Committee • MOU – Memorandums of Understanding • NDMN – National Donations Management Network • NIMS - National Incident Management Systems • VAL – Voluntary Agency Liaison • VDC - Volunteer Donations Center • VCS – Volunteer Coordination System • VCT- Volunteer Coordination Team • VRC - Volunteer Reception Center • VOAD – Voluntary Organizations Active in Disaster


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ATTACHMENTS A. Suggested Organizational Chart B. COVOAD Information and Member Agencies C. Colorado Volunteer Center Network (CVCN) D. Colorado 2-1-1 Call Centers and Regional Map E. Public Messaging F. Sample MOUs G. Volunteer Reception Center – Criteria for Site Selection


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Attachment A

Suggested Organizational Chart

For Donation and Volunteer Management Efforts

DCT/VCT Lead Coord. Agency

Informa6on & Referral

Call Center

Dona6ons Management

Mul6-‐Agency Warehouse/

Distribu6on Center

Volunteer Management

Volunteer Recep6on Center

Dona6ons & Vol.unteer Database

Management

Allocators/ Aidmatrix

Voluntary Organiza6on

Liaison

VOAD Membership

PIO


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Attachment B

COVOAD Information and Member Agencies

COVOAD Information Colorado Voluntary Organizations Active in Disaster (COVOAD) is the Colorado state chapter of National Voluntary Agencies Active in Disasters (NVOAD). It consists of organizations active in disaster response through the state of Colorado. The purpose of COVOAD is to bring together voluntary organizations active in disaster services to foster more effective service to the people of Colorado affected by disaster through Communication, Coordination, Cooperation, and Collaboration. COVOAD Member Agencies and Regional COADs/VOADs For the most comprehensive and up to date list of COVOAD Member agencies and information on how to contact regional COADs/VOADs around the state, please go to the COVOAD web site at www.coloradovoad.org Contact COVOAD Phone: 20C-OLO-VOAD Web: http://www.coloradovoad.org/ For contact information for COVOAD leadership, please go the COVOAD website.


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Attachment C

The Colorado Volunteer Center Network

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Attachment D

Colorado 2-1-1 Call Centers

Locations and Contact Information Region Organization Center Contact Information 1 United Way of Weld County

2-1-1 Call Center: (970) 353-8808 or 1-800-559-5590 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (970) 353-4738 Email: [email protected] Website: www.unitedway-weld.org

2 Mile High United Way 2-1-1 Call Center: (303) 561-2111 or 1-866-760-6489 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (303) 455-6462 Email: [email protected] Website: www.unitedwaydenver.org

3 United Way of Larimer County 2-1-1 Call Center: (970) 407-7066 or 1-866-485-0211 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (970) 407-7011 Email: [email protected] Website: www.uwaylc.org

4 Western Colorado 2-1-1 2-1-1 Call Center: (970) 244-8400 or 1-888-217-1215 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (970) 257-2219 Email: [email protected] Website: www.wc211.mesacounty.us


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5 Pikes Peak United Way 2-1-1 Call Center: (719) 955-0742 or 1-866-488-9742 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (719) 632-8139 Email: [email protected] Website: www.ppunitedway.org

6 – San Luis Valley Pikes Peak United Way 2-1-1 Call Center: (719) 955-0742 or 1-866-488-9742 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (719) 632-8139 Email: [email protected] Website: www.ppunitedway.org

6 – Southwest CO Western Colorado 2-1-1 2-1-1 Call Center: (970) 244-8400 or 1-888-217-1215 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (970) 257-2219 Email: [email protected] Website: www.wc211.mesacounty.us

7

2-1-1 for Southeast CO

2-1-1 Call Center: (719) 583-6611 or 1-800-762-6169 (Toll Free) TTY/TDD: 7-1-1 or (800) 659-3656 Fax: (719) 544-7831 Email: [email protected] Website: www.211help.net


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Colorado 2-1-1

Regional Map


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Attachment E

Sample Public Messaging

Revised Feb 4, 2011

HOW TO HELP THOSE AFFECTED BY (INSERT NAME OF DISASTER HERE)

FINANCIAL GIFTS ARE THE BEST WAY TO HELP!

• FINANCIAL SUPPORT TO VOLUNTARY AGENCIES RESPONDING TO DISASTERS IS THE MOST EFFECTIVE WAY TO HELP

• Cash allows disaster agencies to purchase exactly what is needed • To make a financial gift to the organization of your choice, dial 2-1-1 (or 866-

760-6489) for a list of reputable agencies responding to the disaster

VOLUNTEERING • DO NOT GO TO THE SCENE OF A DISASTER • The arrival of unexpected volunteers will interfere with response efforts • STAY SAFE by volunteering with a reputable agency! • Volunteers will be needed most during the recovery phase. Please be patient

and WAIT until relief agencies can train you and use your help • If you want to volunteer, go to www.HelpColoradoNow.org, dial 2-1-1 (or 866-

760-6489)

MATERIAL DONATIONS • LISTEN CAREFULLY TO PUBLIC SERVICE ANNOUNCEMENTS FOR A

LIST OF NEEDED ITEMS • Donate ONLY those things that are requested by officials and bring them to

the official designated collection centers • Items not needed may go to waste and get in the way of relief efforts • It may take a few days to determine what items are needed and to set-up

officially designated collection centers to receive them • If you want to make a donation, go to www.HelpColoradoNow.org, dial 2-1-1

(or 866-760-6489)

OTHER WAYS TO HELP • FINANCIAL CONTRIBUTIONS ARE THE MOST EFFECTIVE WAY TO HELP • Hold a yard sale or put on a fund-raising event and donate money raised to a

voluntary organization responding to this disaster • Have you already collected goods but can’t find an agency that needs them?

Donate items to a local charitable agency


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Attachment F

Sample Memorandums of Understanding

MOU with 211

Memorandum of Understanding Between the Colorado Division of Emergency Management and

The Colorado 2-1-1 Collaborative For Information and Referral Services in the Event of a Disaster

CDEM 9195 East Mineral Avenue, # 200 Centennial, CO 80211 720-852-6700 Director: Contact Person:

Colorado 2-1-1 Collaborative (Please see attachment for complete list of contact information for Colorado 2-1-1 Collaborative member agencies)

Introduction The State of Colorado, Division of Emergency Management (CDEM), through its Emergency Operations Plan, is the lead agency for overall disaster planning, preparedness and coordination. To ensure effective and timely dissemination of information to the general public in the event of a disaster, CDEM seeks to partner with the Colorado 2-1-1 Collaborative to provide information and referral services as part of the State’s comprehensive Emergency Operations Plan. The Colorado 2-1-1 Collaborative encompasses seven call centers throughout the State of Colorado. This Memorandum of Understanding (MOU) outlines the basic framework for how CDEM and the Colorado 2-1-1 Collaborative will operate in partnership should the Collaborative stand-up one or more call centers at the request of the State. Purpose

I. To clarify the respective roles and responsibilities of the Colorado 2-1-1 Collaborative and CDEM in disaster planning, preparedness, and coordination with regards to public information and referral services.

II. To serve as the basis for mutual understanding by which resources of the Colorado 2-1-1 Collaborative and CDEM will be effectively coordinated and utilized to assist the citizens of Colorado access needed information in the event of a disaster.

Method of Cooperation This agreement may become effective based on a disaster declaration by the Governor, and/or at the request of CDEM, and may be terminated by either party with a minimum of 48 hours notice so as not to cause hardship on the operation. When activated, the Colorado 2-1-1 Collaborative and CDEM will collaborate to ensure timely and effective information and referral services in the event of a disaster. This MOU may be supported, when appropriate, by a formal mission assignment between the State and one or more Colorado 2-1-1 Collaborative member agencies. Such a mission assignment will outline specific expenses the State will reimburse to Colorado 2-1-1 Collaborative member agencies and delineate the period of time within which expenses incurred will be eligible for reimbursement.


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It is mutually understood that the Colorado 2-1-1 Collaborative member agencies will maintain their operational autonomy should any (or all) of them be activated to open a call center. It is further understood that the activation of a call center at the request of the State is at the discretion of Colorado 2-1-1 Collaborative member agencies. Roles When activated, and agreed upon by the Colorado 2-1-1 Collaborative member agencies, the Collaborative will:

• Provide information and referral services to the Colorado community in the event of a disaster. Such information may include, but is not limited to: disaster related emergency public information, general assistance, information on shelters, roadway information, local assistance center locations, mental health resources, food banks and donation/volunteer opportunities.

• Adapt its normal information gathering and service delivery procedures to meet the circumstances of specific disasters.

• Aggressively seek critical information, as it emerges, and actively disseminate such information to the general public, including: individuals impacted by the disaster, evacuees, concerned citizens outside of the affected areas, disaster response agencies, the media, and the general public.

• Conduct trend analysis for tracking community needs and unmet needs and forward reports to CDEM and the State’s Donations Coordination Team and Volunteer Coordination Team.

• Enter offers of assistance into the State hosted Colorado Donations and Volunteer Management (CDVMN) database, on behalf of general public when needed.

• Actively participate in the State’s Donations Coordination Team and Volunteer Coordination Team throughout the year in support of disaster response planning and response efforts.

• Provide a single member agency to serve as the fiscal agent to the State for all reimbursements associated with this MOU and associated mission assignments. At the time of signing, Mile High United Way is identified as the fiscal agent (the Collaborative may change the fiscal agent at any time).

Colorado Division of Emergency Management When activated, CDEM will:

• Support Colorado 2-1-1 Collaborative member agencies with costs associated with the activation of call centers. Support may include, but is not limited to, costs associates with: equipment and supplies for call center operations, tele-communication related expenses, Resource Books (a tool developed by 2-1-1 at the national level to assist in disaster situations), and extraordinary staffing expenses (not regular hours of full-time employees). The State may also assist through provision of operating space and associated utilities if needed.

• Coordinate with local, state and federal government agencies, non-profit relief agencies and the private sector in support of Colorado 2-1-1 Collaborative member agencies operating call centers.

• Facilitate effective communication flow between the State and 2-1-1 to ensure 2-1-1 has timely and accurate information. This may include access to the State’s Joint Information Center, Emergency Operation Center, and/or direct communication with state-level public information officers.

• Ensure Colorado 2-1-1 Collaborative member agencies have necessary access to, and training on, the CDVMN web-based tool.


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• Reimburse Colorado 2-1-1 Collaborative member agencies for agreed upon call center related costs beyond normal operating expenses - as outlined in a mission assignment.

Colorado 2-1-1 Collaborative Member agencies work collaboratively, yet remain independent entities. The Colorado 2-1-1 Collaborative member agencies work as a consortium of information and referral call centers and does not possess operational capacity in it own right. The Colorado 2-1-1 Collaborative member agencies reserve the right to decline any mission assignment. MOU Renewal This MOU is to be renewed annually.

Date: _________________________________

Agency: ______________________________

Name/Title:____________________________

Signature: _____________________________

Date: _________________________________

Agency: ______________________________

Name/Title:____________________________

Signature: _____________________________


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MOU with CVCN

Memorandum of Understanding Between the Colorado Division of Emergency Management and

The Colorado Volunteer Center Network For Management of Unaffiliated Volunteers in the Event of a Declared Disaster

The authority for this Memorandum of Understanding (MOU) resides in the Colorado Revised Statutes and the Colorado Emergency Operations Plan, the Volunteer and Donations Management Annex. In an effort to provide support and stability to the community based voluntary agencies requiring volunteer support, the Colorado Division of Emergency Management (CDEM) and ________________________, as indicated by their signatures below, enter into the following agreement. ______________________ may provide leadership and training for staff and community based volunteers to coordinate the flow of unaffiliated volunteers. ______________________ may make volunteers available to recognized local disaster response organizations to meet their disaster-specific needs for support. ______________________ may maintain a database of unaffiliated volunteers and their assignment to local disaster response organizations. ______________________ may transition the overall operation to local volunteer organizations when they are able to assume and accept this responsibility. ______________________ may incur necessary expenses upon receiving a written request made by the CDEM. CDEM may coordinate with other state agencies, local government agencies, local and national private organizations, as well as with other private relief agencies, to support ______________________ when assistance in the management of unaffiliated volunteers is needed. That support may include, but not be limited to, providing operating space and associated utilities, equipment and supplies for volunteer reception center operations and offsetting some of the costs of staffing volunteer reception centers, including travel-related expenses (lodging, meals, mileage) and extraordinary staffing expenses (not regular hours of full-time employees). This agreement may become effective as needed and requested, based on a disaster declaration by the Governor, and may be terminated by either party with sufficient notice with a minimum of 48 hours notice so as not to cause hardship on the operation. This MOU may be supported, when appropriate, by a formal mission assignment between the State and ______________________ that delineates the period of time within which ______________________ expenses may be eligible for reimbursement. Colorado Volunteer Center Network (CVCN) member agencies work collaboratively, yet remain independent entities. CVCN works as a consortium of volunteer centers that does not possess operational capacity in it own right, and its member agencies reserve the right to decline any mission assignment. Date: _____________________________ Date: _____________________________ Name: _____________________________ Name: _____________________________ Director, CDEM __________________________ Director, CVCN _____________________


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Attachment G

Volunteer Reception Center – Criteria for Site Selection Spontaneous unaffiliated volunteers that come forward following a disaster event need to be effectively coordinated and, where appropriate, affiliated with a response agency. The establishment of a Volunteer Reception Centers (VCR) can be an effective means of achieve this. A VRC and its use in context of the overall response to an emergency will be critical to successful, safe use of volunteer resource. Below is a list of criteria that should be considered when selecting a VCR site. However, exact specifications will differ depending on the size, scope, and nature of the event. The Office of Emergency Management should coordinate with a representative from the agency selected to manage the facility to confirm what criteria is needed for the particular event. GENERAL SITE SELECTION CRITERIA:

• Easily accessible by car or alternate transportation (if public transportation continues to • operate) • Parking considerations • Good visibility and locations for signage • Distinct from the incident site • Close proximity to major volunteer worksite (if possible) • Ability to designate an area specifically for medical and/or public health volunteers

IF space is to be shared • Access to hydration, rest rooms • Security considerations (ability to control entrance/egress of volunteers) • Structure/Infrastructure support (power systems with back-up power) • Lighting considerations • HVAC considerations • Handicap accessibility considerations

VOLUNTEER RECEPTION CENTER (VRC) SITE SELECTION SPECIFIC CRITERIA:

• Large room with adjacent rooms or possibility of separated areas • Two accessible entrances/exits • ‘Staging area’ is a waiting area separate from main processing area (with seating) • Wall space • Waiting area situated in the center of the room for maximum visibility (with seating) • Access to nutrition/hydration for both VRC staff and incoming/waiting volunteers • Computer/internet access • Wireless communications access (low interference) • Storage area (separated and controllable) • Quiet area (separated and controllable)

Documents

Volunteer Management Support Annex Template For Use by … · 2020-06-16 · Volunteer Management Support Annex – Template DRAFT Revised January 31, 2013 6 expertise for implementing