Guidelines for the reception of spontaneous volunteers in connection with emergencies and disasters

Contents
Introduction .......................................................................... 3
1. 2.

The pre-disaster phase ................................................... 4 The disaster phase .......................................................... 6

2.1 Advice for difficult recruitment situations...................... 7

3.

The post-disaster phase .................................................. 9

Appendices
The fundamental principles of the Red Cross and the confidentiality agreement ................................................................10 Insurance information ..........................................................................12 Registration form .................................................................................14 Agreement ..........................................................................................15 Work schedule .....................................................................................16 Exit interview ........................................................................................17 Letter of appreciation ...........................................................................18

Introduction
THE SWEDISH RED CROSS

aims at maintaining a level of preparedness that will enable it to help disaster victims regain control of their own lives by providing psychosocial support in various forms. Many people contact the Swedish Red Cross in connection with emergencies and disasters. Some offer to help on a voluntary basis, while others seek our help. We must deal with both groups simultaneously and treat them with all the respect and humility that they deserve. These guidelines describe how we deal with people who offer to help the Red Cross as volunteers, i.e. spontaneous volunteers. Some of them will continue as Red Cross volunteers when the disaster is over, while others will not, and some may want to be put on a reserve volunteer list in the event of another disaster. The purpose of these guidelines is to improve the way the Swedish Red Cross handles spontaneous volunteers and takes advantage of their will to help following an emergency or disaster. The routines must be the same regardless of which Red Cross facility the volunteers contact. The organization proposed in these guidelines concerns the reception of spontaneous volunteers at all Red Cross venues (branches, Kupan meeting-places, and local, regional and head facilities). It is an integral part of existing emergency plans and structures at the local, regional and national levels. If the Swedish Red Cross is to accept spontaneous volunteers in connection with emergencies and disasters there must, from the start, be a plan for making practical use of their commitment. The following guidelines contain methods, suggestions and advice about how the Swedish Red Cross should organize, train, activate, evaluate, thank and for those who so wish retain new volunteers who offer to help in connection with emergencies and disasters. The guidelines are divided into three sections: the pre-disaster phase, the disaster phase and the post-disaster phase. They are followed by a number of appendices containing model documents that will facilitate the process.

1. The pre-disaster phase

IF WE ARE TO HELP

the victims effectively, we must be well-prepared for emergencies and disasters. The better our preparations are, the faster we will be able to act. This section discusses what the Swedish Red Cross can do to prepare for the reception of spontaneous volunteers before a disaster occurs.

ORGANIZATION AND RESPONSIBILITY

At the branch level the branch boards are ultimately responsible for the success of the organizations relief efforts. At the local, regional and head workplaces it is the emergency management teams that are responsible. Those in charge should assign responsibilities and decide who will do what before the disaster. Responsibilities must be clearly defined to ensure effective action. The following people must be available at all Red Cross venues to receive spontaneous volunteers: one or more volunteer leaders (depending on the scale of the disaster and how many volunteers apply to the Swedish Red Cross) one or more people to receive and register applications and answer telephone inquiries from spontaneous volunteers. The volunteer leaders have the following duties: supervising work assessing needs: what sort of volunteers are needed and for what? preparing a work schedule for the volunteers conducting brief interviews with new volunteers and assessing their suitability giving concise information, e.g. about the fundamental principles of the Red Cross, as well as getting the volunteers to sign an agreement with a confidentiality agreement continuously evaluating the volunteers during the disaster phase; encouraging them, but also dismissing those whose performance is not satisfactory showing appreciation of the volunteers contribution afterwards and evaluating their input. Suggestion: If possible, assign the above duties among the selected volunteer leaders before the work starts. Appoint someone to take overall responsibility. The volunteer leaders should be people with experience of: managing and allocating work organizing volunteer groups recruitment They should be: stress-resistant flexible Apart from the Red Cross basic training course, the Volunteer Leadership and the Psychosocial Support are suitable training courses.

People receiving spontaneous volunteers in person or taking telephone calls from them must register them on the registration form (Appendix 3).
OTHER PREPARATIONS

Information folder It is a good idea to prepare an information folder so that spontaneous volunteers can be sent on their assignments as soon as possible. The folder should contain the following: concise information about the Swedish Red Cross information about the fundamental principles and confidentiality agreement (Appendix 1) insurance information make sure that it is up to date (Appendix 2) a registration form (Appendix 3) an agreement and confidentiality agreement (Appendix 4) Updated information about the disaster can be added to the folder later. Suggestion: It is a good idea to keep a supply of registration forms that can be used by people who take calls and receive volunteers in person. Other information Discuss in advance and plan how to use the local Red Cross website, as well as other information channels, so as to be able to recruit volunteers in the event of an emergency or disaster. To save time, post as much information as possible about the need for volunteers on the website. General tasks In almost all disaster situations in which the Swedish Red Cross is involved it needs: 1. volunteers who carry out assignments and are there for the victims 2. volunteer fund-raisers Specific tasks The Swedish Red Cross cannot send spontaneous volunteers with competence other than those mentioned above, such as psychologists, to do disaster relief work without preparation. The Red Cross already has people to perform such tasks. However, spontaneous volunteers who undergo Red Cross basic training can take part in activities organized by us during the post-disaster phase, for example selfhelp groups. External psychosocial support Efforts should be made before an emergency or disaster occurs to find out where external psychosocial support is available locally in case it is needed for the volunteers and employees during the disaster or post-disaster phase.

2. The disaster phase

To ensure that the victims get the help they need as soon as possible, it is essential to start the activities described below without delay. In the case of a major disaster these tasks will have to be divided among several people.
1. NEEDS ANALYSIS, RECEPTION OF VOLUNTEERS AND INTERVIEWS

The moment volunteers call or come in person to offer their services, they should be registered, even if the need for volunteer input is not yet known. That being the case, say that the Swedish Red Cross is in the process of organizing the relief effort and deciding where volunteers are needed. Say: We will get back to you as soon as we know whether we need help. Write down their contact details! (See the registration form, Appendix 3.) The volunteer leader(s) need(s) to find out: What tasks needs to be carried out? When will the work start and how long is it expected to take? How many people are needed?
2. WORK SCHEDULES

The volunteer leader(s) must prepare a work schedule for the intervention on which the need of volunteers and the volunteers working hours are entered on a continuous basis. (See Appendix 5). Shifts should not be longer than 8 hours and the period of rest should be the same.
3. INTERVIEWS

If there is time, the volunteer leader(s) should assess the new volunteers suitability. When a large number of people want to volunteer at the same time, the assessment will tend to be based on gut feeling. Here are some examples of the sort of questions that may be asked: Why do you want to help? What skills or training do you have that might be useful in this situation? How much time can you spare and to what extent can you arrange your own transport? Interviewers should be temporarily relieved of their other duties. Make notes about each person interviewed. If you are pressed for time, go straight on to the information briefing and try to make a suitability assessment during the briefing.
4. INFORMATION

All new volunteers need information before starting on their assignments. Give them the following information and, if there is time, talk it over. The fundamental principles of the Red Cross and confidentiality agreement (Appendix 1)

Signing of an agreement and confidentiality agreement (Appendix 4). These must be signed and returned to the volunteer leaders before the volunteers start their assignments! Insurance (Appendix 2) Update on the disaster situation The role of the Red Cross in the relief effort The assignment, person in charge, times, meals etc. Use the registration form to access contact details concerning the volunteers who are given assignments. Volunteer leaders are responsible for ensuring that the form and the signed agreement are kept in a safe place.
5. FOLLOW-UP

When the volunteer leader has the time, he/she must check to ensure that: the volunteers are familiar and comfortable with their assignments the volunteers are kept informed about developments the volunteers take breaks and sign off/are relieved on time the volunteers are given food and drink.

2.1 Advice for difficult recruitment situations

Sometimes the volunteer leader(s) may face difficult recruitment situations. These are more common in connection with disasters than in day-to-day Red Cross work since there is not usually enough time to assess peoples suitability. Here are some examples of such situations and suggestions about how to deal with them.
UNSUITABLE VOLUNTEERS

It is impossible to make sure that everyone who offers to help as a volunteer is suitable for the task. For one thing, volunteers may be affected by the situation, either personally or through family members. The following simple advice is offered to make it easier to turn down offers of help respectfully: Be tactful. Explain that at the moment there is no suitable volunteer work for her/him. Do not send them somewhere else where they will become someone elses problem. Thank them for their offer and say that you have made a note that they want to help. Do not promise to contact them later! If a person you have turned down becomes troublesome, ask someone else on the premises for help.
IF YOU RECEIVE MORE OFFERS OF HELP THAN YOU NEED

Make a note of all the offers you get since you never know what the need may be in the future. If you have time, contact the people who have volunteered but not been given an assignment. Ask them if they wish to remain on the volunteer list in case the situation changes. Keep contact details for use after the disaster. Perhaps some of the volunteers would like to take part in some other Swedish Red Cross activity.

ENDING VOLUNTEERS ASSIGNMENTS

There is always a risk that people who are not suitable for an assignment worm their way in. In such situations you must ask them to leave unless they achieve the desired results after a warning. Act at once if you feel that a person is not up the job! See Appendix 6 for a model exit interview. Consider the alternatives: can the volunteer be reassigned to other work? Arrange for two people to meet the volunteer in private. Tell the volunteer that the interview is strictly confidential. Give specific examples of things that have not worked well and explain why. Let the volunteer give his/her side of the story.

3. The post-disaster phase

DEBRIEFING

The volunteer leader(s) should follow the volunteers work after the intervention, mainly in order to find out whether anyone is having a hard time and needs help. Appropriate measures: Summon the volunteers and discuss the intervention; let everyone describe how they experienced the intervention and how they feel. Offer professional relief counselling to those who need it. Let the volunteer leaders give their view of the groups contribution. Offer the volunteers the option of continuing as volunteers in other Swedish Red Cross activities or being listed as reserve volunteers available for future disasters. Collect and complete the registration forms with all contact details so that reserve volunteers can easily be contacted in the event of another disaster, e.g. by e-mail. Volunteer leaders need debriefing too. The person or body in charge of the disaster relief intervention (branch board, executives etc.) is responsible for making sure that they are debriefed. If the Red Cross itself cannot arrange this, it should engage external expertise.
CONCLUDING EVALUATION

When some time has elapsed after the disaster a more complete evaluation may help to strengthen and improve future relief efforts. This evaluation is the responsibility of the branch board or the regional/national executives in the area where the relief effort was delivered. The evaluation should answer some or all of the following questions: What made the intervention necessary? How did our organization perform? Did we do what we set out to do? How many new volunteers offered their services? How were they received? Were they all needed? Could we have achieved more with the volunteers who joined us? What lessons have we learned? How will we incorporate these lessons in our future planning? Who is responsible for making sure that this is done?
LAST BUT NOT LEAST

Thank the volunteers by writing them a letter of appreciation or arranging a reunion. And also thank those who volunteered but were never given an assignment. Perhaps they would like to take part in some other activity or help out next time there is an emergency or disaster! (Letter of appreciation, Appendix 7).

APPENDIX 1

The fundamental principles of the Red Cross

The fundamental principles of the Red Cross are identical with Red Cross values. They are the bond that holds the entire movement together and must be embraced by all volunteers who seek an active role in the movement. There are seven principles altogether. The first two embody our goals, then there are two principles describing the means to achieve these goals and the last three have to do with our organization.
HUMANITY

The Red Cross seeks to prevent and alleviate human suffering wherever it occurs. Its aims are to protect life and health and promote peace.
IMPARTIALITY

The Red Cross makes no distinction on the grounds of religion, ethnicity, nationality or political views. We are opposed to all kinds of discrimination. We strive for diversity in our organization and welcome everyone who shares our values.
NEUTRALITY

In order to maintain public confidence in the Red Cross as a humanitarian organization we never take sides in conflicts. We are on the side of the individual.
INDEPENDENCE

We are independent and free. We sometimes collaborate with governments or public authorities, but only if this is consistent with our fundamental principles.
VOLUNTARY SERVICE

Our activities are based on the voluntary principle.

UNITY

There is only one Red Cross society (or Red Crescent) in each country, and we operate in most countries.
UNIVERSALITY

All national Red Cross societies are mutually responsible for each other. They have an obligation to help each other and the right to request help from one another.

The Red Cross confidentiality agreement

As a volunteer you meet people who receive support or take part in various Red Cross activities. These are people who for one reason or other need your and other volunteers humanitarian assistance in order to change and improve their situation. When you meet such people you will receive their confidences and get an insight into their private lives. In order to retain peoples confidence in you as a volunteer, it is essential that you do not under any circumstances, not even when your assignment is over, disclose anything that has come to your knowledge in connection with your Red Cross work.

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APPENDIX 2

Swedish Red Cross insurance policies for volunteers

A concise description of insurance cover for Swedish Red Cross volunteers.
GROUP ACCIDENT INSURANCE

This insurance policy covers travel directly to and from an activity. There is no excess on the policy. Under this policy, the cost of medical care and travel incurred as a result of the accident is reimbursed. Accidental injury is defined as bodily injury involuntarily sustained by the insured person as a result of a sudden external event (accident). If the insured person has to visit a doctor or dentist as a result of an accidental injury, compensation is paid for any clothing, cycle helmets, spectacles, hearing aids and other disability aids damaged as a result of the accident. The maximum compensation is 0.2 base amounts. If the injury results in disablement, the policy pays compensation up to 20 base amounts. In the event of death the compensation is 1 base amount. Injuries: AIG Frskring must be notified of the accident without delay. The insurance number 1043700 is to be mentioned in communications with AIG. Order claim forms from AIG: Skadeavdelningen AIG Frskring Box 3122 103 62 Stockholm Tel: 08-506 920 80 Fax: 08-506 920 95
GROUP MOTOR VEHICLE INSURANCE

Volunteers are eligible for insurance cover for motor vehicle damage that occurs during travel connected with an activity organized by the Swedish Red Cross. The excess on the group motor vehicle insurance policy is 2 per cent of one base amount. However, if the vehicle is not covered by a valid motor hull insurance policy, If Skadefrskrings lowest standard excesses for each class of damage are applicable instead. Insurance number: NM993413-7689. Claims are submitted by sending the following documents to If Skadefrskring: a copy of the claim that was sent to the insurer of the vehicle; a certificate issued by the person responsible for the Swedish Red Cross activity to the effect that the transport took place in connection with an activity organized by the Swedish Red Cross; a receipt or equivalent proof (e.g. copy of excess invoice) that the excess has been paid.

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The above documents are to be sent to:

If Skadefrskring Skadecenter Fretag Box 190 851 03 Sundsvall Phone: 020-56 56 56

CIVIL LIABILITY INSURANCE

This insurance covers liability for bodily injury and/or material damage in accordance with tort law. The insurer is Lnsfrskringar, insurance number 9073383, telephone number 08-562 833 90.

CONTACT PERSON

The telephone number of the Swedish Red Cross contact person for insurance matters is 08-452 46 00. (Ask for the person responsible for insurance matters).

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APPENDIX 3

Registration form
Registration date ............................................................................................

Surname..........................................................................................................

First name .......................................................................................................

Address ...........................................................................................................

Telephone number ..........................................................................................

Mobile phone ..................................................................................................

E-mail..............................................................................................................

Profession ........................................................................................................

Education.........................................................................................................

Red Cross training ....................................................................................................

Availability The following days or dates: ............................................................................... whole day morning afternoon

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APPENDIX 4

Agreement between a volunteer and the Red Cross in connection with emergencies and disasters*
I will comply with the fundamental principles of the Red Cross in my volunteer assignment. I and the Red Cross (volunteer leader) agree on the content and extent of the assignment. By signing this agreement I will comply with the confidentiality agreement. I am aware that I may be suspended from my volunteer assignment if I breach the terms of this agreement.

____________________________
Place and date

_____________________________ ___________________________
Volunteers signature Volunteer leaders signature

Next of kin Name:................................................................................................................ Address: ............................................................................................................. Telephone no.: ................................................................................................... Mobile phone: .................................................................................................... E-mail: ...............................................................................................................

The agreement is only applicable to the ongoing disaster. A new agreement must be signed for an assignment in another activity (see the Swedish Red Cross Volunteer Manual). The volunteer leader keeps the original.

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APPENDIX 5

Work schedule
Week _______
Shift* Monday Tuesday Wednesday Thursday Friday Saturday Sunday

* Recommended working time: 8 hours

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APPENDIX 6

Exit interview
When the Red Cross decides to exit an assignment because of the volunteers unsuitability for the assignment. Volunteers name: ........................................................................ Give the volunteer credit for his/her efforts during the assignment. ..................................................................................................... ..................................................................................................... ..................................................................................................... Give specific examples of things that have not worked well during the assignment. (Use the agreement as a starting-point.) ..................................................................................................... ..................................................................................................... ..................................................................................................... Tell the interviewee that you are reporting the exit agreement to the branch board. ............................................................................................................. ............................................................................................................. ............................................................................................................. Date: ................ Interviewer: ..
*The volunteer leader must make sure that this document is kept together with the agreement and contact details for the person in question.

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APPENDIX 7

The Red Cross wishes to extend its sincere appreciation

to you for offering your services as a volunteer and helping your fellow human beings in connection with the Red Cross relief effort in . Red Cross humanitarian work depends on the willingness of individuals to help the victims of an emergency, wherever it occurs and whoever the victims are. You will always be welcome as a member and volunteer in the worlds largest humanitarian network, and we hope that you will help us in the future.

Red Cross board

Date ..

. Chair

Contact details Red Cross branch: Address: Telephone number: E-post: Municipality website:

www.redcross.se

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