1 I&R Gumbo – Engaging & Adding Volunteers into the Mix for Disaster Response United Way 2-1-1 United Way of Northeast Louisiana.

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I&R Gumbo – Engaging & Adding Volunteers into the Mix for

Disaster Response

United Way 2-1-1

United Way of Northeast Louisiana

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Presenter

Jan Wawrzyniak, 2-1-1 Director

United Way 2-1-1

1201 Hudson Lane

Monroe, LA 71201

Email: [email protected]

Phone: 318.998.9208

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GUMBONoun:

noun gum’-bo def: a spicy chicken or seafood soup thickened typically with okra or rice

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GUMBO

noun: gum’-bo def: any of various fine-grained silty soils that

become waxy and very sticky mud when mixed with water.

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ABOUT UNITED WAY 2-1-1

Internal United Way of Northeast Louisiana service 4 FT staff and 6 PT staff Staff live answers 24/7 2011 annual call volume = 27,000 Serves 15 parishes, total population of 400,000 2-1-1 since 2004

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PURPOSE, PROCESS & PAYOFF

Purpose: To share information about using volunteers for disaster I & R response

Process: Presenter and group participation for 87 minutes

Payoff: Gain ideas and tools for effective use of volunteers.

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LAUGHTER IS GOOD FOR THE BODY!

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HURRICANES KATRINA/RITA VOLUNTEERS

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HURRICANES GUSTAV/IKE VOLUNTEERS

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NOT!!!!

WHAT IS A VOLUNTEER?

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HURRICANES GUSTAV/IKE VOLUNTEERS COMMENTS

“I was so grateful to have the opportunity to do something practical.”

“I saw the advertisement in the paper and thought to myself ,“I can do that.”

“It is a good idea to match the way a person volunteers with her talents. Volunteering gave me the opportunity to do that.”

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PEOPLE VOLUNTEER MOST OFTEN:

Because someone asked!

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BENEFITS OF VOLUNTEERS

“Don’t ever question the value of volunteers. Noah’s ark was built by volunteers; the Titanic by professionals!”

Source: Unknown

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THE VALUE OF VOLUNTEERS

12,000 hours = 38 FTE = > $200,000 (Katrina/Rita volunteers)

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DISASTER VOLUNTEER PLAN

Capacity Job Descriptions Policies Recruitment Training Management

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“MANAGING THE SURGE”

Excerpt:

“A part of the planning process not articulated by existing and experienced 2-1-1s is determining the threshold at which the organization can no longer manage the calls without additional assistance. Deciding the threshold ahead of time will prepare the organization for making the call to request assistance. This decision as a part of a pre-determined plan has two benefits:

(1)It can, in part, alleviate some of the feelings of inadequacy; and

(2)and increase the feeling of managing the disaster rather than it managing the organization. 

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“MANAGING THE SURGE” CONT’D

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VOLUNTEER JOB DESCRIPTION

What we offered during Hurricanes Katrina/Rita

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DISASTER VOLUNTEER JOBS

Hurricanes Katrina/Rita

Administrative Services Language Translation Services Cleaning

Services Report Writing

Clerical Services Resource Assistants

Counseling Services Technical Services

Donation Management Services Transportation Services

Food Services Volunteer Matching

Housing Services Volunteer Project Leaders

Information & Referral Services

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DISASTER VOLUNTEER JOBS

Hurricanes Gustav/Ike

Clerical ServicesFood Services

Information & Referral Services Resource Assistants

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VOLUNTEER JOB DESCRIPTION

Job Title: Laugh LeaderSupervision: Reports to Conference PresenterLocation: AIRS Conference, Workshop D-4Purpose: To create envy in neighboring workshops; To de-stress Duties: Lead laughter when directedQualifications: Likes to laugh, laughs a lot, has a unique

laugh, or can laugh on cueTime Required:3 times between 10:30 – 11:45Training: No special training required

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VOLUNTEER POLICIES

Confidentiality Work Conduct

- Code of Ethics- Work Hours- Attendance- Equipment Use

Workplace Environment

- Harassment

- Complaint Procedures- Building Security- Weapons- Drugs/Alcohol/Smoking

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RECRUITING VOLUNTEERSRECRUITING VOLUNTEERS

Katrina/Rita Gustav/Ike

130 from 25 states Virtual volunteers

400+ local volunteers 150 local volunteers

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RECRUITING PLACES

Volunteer Centers

Universities

Civic/Service Clubs

Faith Organizations

AmeriCorps

CERT

Corporate Call Centers

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VOLUNTEER TRAINING

Is abbreviated Includes disaster planning info Spells out expectations of all Subject specific Provides real life /typical examples Includes hands on practice

VOLUNTEER MANAGEMENT

Scheduling Supervision Record Keeping Termination Stress Management

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HOW TO RETAIN GOOD VOLUNTEERS

Gauge customer satisfaction

- formal evaluations

- exit interviewsListen to volunteers

- suggestion box

- focus groups post disasterDo what they suggest

- feasible, affordable, logical, helpfulThank, thank, thank volunteersRecognize volunteers

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VOLUNTEER THANK YOU

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RESOURCES

Volunteer Job Descriptions – AIRS Disaster Response Team Training Manual

www.airs.org/files/members/AIRS_Disaster_DRTManual.pdf

Volunteer Recruitment Message – Hands on Connect

www.handsonnetwork.org/files/resources/Crafting_a_Volunteer_Recruitment_Message.pdf

Volunteer Surge Management - “Managing the Surge” ww.airs.org/files/public/ManagingSurgeCurriculum.pdf

United Way 2-1-1 Disaster Volunteer Training - AIRS Tool Kit

National Corporation for Community Service www.nationalservice.gov

Community Emergency Response Team (CERT) www.citizencorps.gov/cert

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LAST QUOTE!

“Volunteers are not paid, not because they are worthless, but because they are priceless.”

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THE END!

Q & A Complete evaluations

THANK YOUTHANK YOUTHANK YOUTHANK YOU

Your time and attention is greatly appreciated!