Disaster Cycle Services Standards & Proceduresschd.ws/hosted_files/sandiegodtsinstitute2016/f2/DeployStaff... · DCS SP Deploy Materials, ... DMWT Staff Services Standards and Procedures

CHAPTER, REGION AND DIVISION DISASTER OPERATIONS STAFF SERVICES STANDARDS AND

PROCEDURES Disaster Cycle Services Standards & Procedures

DCS SP Deploy Materials, Workers and Technology

September 2015

DMWT Staff Services Standards and Procedures V.1.0 2015.09.15 Owner: Disaster Cycle Services 2 Author: Deploy Materials, Workers and Technology Process

Change Log

Date Page(s) Section Change


Table of Contents

Change Log ............................................................................................................................................................ 2

Table of Contents .................................................................................................................................................. 3

Introduction ............................................................................................................................................................. 5

Purpose ................................................................................................................................................................... 5

Relation to Other Documents ............................................................................................................................. 5

Audience ................................................................................................................................................................. 5

Scope ....................................................................................................................................................................... 6

Definitions ............................................................................................................................................................... 6

Disaster Responder Information System (DRIS) ........................................................................................................ 6

Disaster Responders ......................................................................................................................................................... 6

Disaster Staffing at National Headquarters ................................................................................................................. 6

Disaster Workers ............................................................................................................................................................... 6

Disaster Workforce Management Team (DWMT) ...................................................................................................... 6

Health Reviewer ................................................................................................................................................................. 7

Regional Volunteer Services ........................................................................................................................................... 7

Resource Mobilization and Support Unit, National Headquarters .......................................................................... 7

Staff Services Lead ........................................................................................................................................................... 8

Staff Services Work Unit .................................................................................................................................................. 8

Temporary Disaster Employee ........................................................................................................................................ 9

Volunteer Connection ....................................................................................................................................................... 9

Roles, Responsibilities and Authorities ............................................................................................................ 9

Assistant Director for Logistics ....................................................................................................................................... 9

Disaster Staffing Unit, National Headquarters ............................................................................................................ 9

Disaster Workforce Management Team ....................................................................................................................... 9

DRO Director .................................................................................................................................................................... 10

Resource Mobilization and Support Unit, National Headquarters ........................................................................ 10

Staff Services Disaster Operation Headquarters ..................................................................................................... 10

Staff Services Lead (Disaster Operation Headquarters or District) ..................................................................... 10

Staff Services on Operations with District Structure .............................................................................................. 10

Staff Services on Operations without District Structure......................................................................................... 11

Procedures ........................................................................................................................................................... 11


Form the Staff Services Work Unit .............................................................................................................................. 11

Designate a Staff Services Lead .................................................................................................................................. 13

Assign Tasks ..................................................................................................................................................................... 13

Perform Staff Services Tasks ........................................................................................................................................ 14

Manage Staff Services Reports .................................................................................................................................... 19


Introduction

All processes used in Disaster Cycle Services to deliver services to our clients depend on workers. The Deploy Materials, Workers and Technology process is responsible for acquiring, assigning and deploying workers to support service delivery. This document provides standards and procedures for the Staff Services workers responsible for the workforce assigned to disaster operations. It clarifies how the Deploy Materials, Workers and Technology process provides and supports the workers required to deliver the Red Cross mission to our clients.

Purpose

The purpose of this document is to describe the process activities, standards, control mechanisms, responsibilities and authorities for supporting the disaster workforce assigned to disaster operations through the Deploy Materials, Workers and Technology process.

Relation to Other Documents

This document is aligned with the following associated doctrine used by Staff Services:

• Volunteer Management Handbook Parts 1 and 2, • Employee Handbook • Concept of Operations Program Essentials, • Event Based Volunteer Engagement Guide, Volunteer Intake Center Guide, • Mission Card Standards and Procedures, • Staff Wellness Standards and Procedures, • Temporary Disaster Employees Standards and Procedures, • By Name Requests Standards and Procedures, • Personnel Issues on Disaster Operations Standards and Procedures, • Virtual Assignment Standards and Procedures

Those working with the disaster workforce must also be well-versed in the Deploy Materials, Workers and Technology process and familiar with the Engage Volunteers and Employees (EVE) process to ensure appropriate use of and alignment between each process as intended in the design of Disaster Cycle Services. Additional doctrine covering both processes can be found in their respective topic hubs on the Red Cross intranet, The Exchange.

Audience

The audience for this document includes all workers supporting and working with the disaster workforce during disaster operations. Information in this document supports the following specific work units as they support the disaster workforce: Engage Volunteers and Employees, Disaster Workforce Support, Staff Services Group, Resource Mobilization and Support, and others assisting in the Deploy Materials, Workers and Technology process. All Red Cross workers supporting the disaster


workforce during steady state and operations play a role in the activities described in these standards and procedures and are included in the audience for this document.

Scope

This document details the operational tasks in the Deploy Materials, Worker and Technology process as related to Staff Services in support of our disaster workers on disaster operations. This document is applicable to chapter, regional and divisional disaster operations. Additional standards and procedures for national disaster operations will be published in a separate document.

Definitions

Disaster Responder Information System (DRIS)

The Disaster Responder Information System is an automated method for delivering information to disaster workers assigned to Red Cross disaster operations. The Disaster Responder Information System provides arrival information to disaster workers through email and calls to their mobile phones.

Disaster Responders

Disaster responders are Red Cross disaster workforce volunteers and employees having a group, activity and position (GAP) in Volunteer Connection. They help communities by responding to disasters.

Disaster Staffing at National Headquarters

The national headquarters Disaster Staffing unit collaborates with field solutions teams to develop Deploy Materials, Workers and Technology Staff Services doctrine and supports disaster operation Staff Services work unit members.

Disaster Workers

Disaster workers are all individuals and groups assigned to a disaster operation.

Disaster Workforce Management Team (DWMT)

A Disaster Workforce Management Team (or Staff Services group) is a collaborate effort between Disaster Cycle Services and Volunteer Services to manage regional tasks for disaster worker recruitment, on-boarding, engagement, retention, training and career development. The Disaster Workforce Management Team consists of members from the regional Volunteer Services office and Disaster Cycle Services, such as Disaster Workforce Engagement, Health Reviewers, Training Coordinators, etc. Members of the team transition to Staff Services during regional, divisional and national disaster operations.


Health Reviewer

The Health Reviewer assists Disaster Workforce Engagement to deploy a healthy workforce by contacting responders who have answered ‘yes’ to a Pre-Assignment Health Questionnaire question to discuss their health status prior to assignment to a disaster relief operation. Health Reviewers are members of the Region Disaster Workforce Management Team and transition to Disaster Health Services on disaster operations. Disaster Health Services will then provide an operation assignment.

Regional Volunteer Services

The Regional Volunteer Services work unit is responsible for recruitment during steady state. Volunteer Services workers also deploy as members of Staff Services in nationally administered disaster operations in order to support recruitment for the operation.

Resource Mobilization and Support Unit, National Headquarters

Resource Mobilization and Support workers assist regions with a number of activities. Their relationship with Staff Services includes assigning and moving disaster workers to disaster operation assignments and providing information to assigned workers. They establish the disaster in Volunteer Connection when a disaster relief number is assigned and make initial contact with those assigned in Staff Services.

Regional Volunteer Services Worker(s) Health Reviewer

Regional Disaster Workforce

Management Team

Staff Services Responders/

Workers

Disaster Workforce

Engagement

Others interested in supporting disaster

responders


Staff Services Lead

The Staff Services Lead is the designated lead of a Staff Services work unit at a region, district or operation headquarters during a disaster operation. The lead provides strategy and oversight, monitoring tasks, completing and submitting reports, keeping the District Director or DRO Director informed and supervising the work unit.

The following chart shows the current Volunteer Connection Staff Services leadership levels and appropriate assignments on regional, divisional and national disaster operations.

Current Volunteer Connection Group/Activity Position

SS/Any Activity/

Staff Services Leadership Positions

Regional/Divisional Disaster Operation

National Disaster Operation

Chief Operation Headquarters Staff Services Lead

Operation Headquarters Staff Services Lead

Manager Operation Headquarters Staff Services Lead

District Staff Services Lead

Operation Headquarters Manager for Request, Acquire, Receive, or Out-Process

Supervisor Operation Headquarters Staff Services Lead-Regional

Staff Services Work Unit

The Staff Services unit is a temporary work unit on a disaster operation tasked with supporting disaster workers assigned to a specific disaster operation. The Staff Services work unit is part of the Logistics function on the operational table of organization. Disaster workers providing staff services or doing staffing support tasks are members of the Staff Services work unit.

Staff Services workers are currently recruited using the Staff Services Group/Activity/Position (GAP) in Volunteer Connection. However, upon arrival on the disaster operation, work is assigned in alignment with Deploy Materials, Workers and Technology process tasks rather than Group/Activity/Position.

Staff Services Group/Activity/Position in Volunteer Connection

Assigned tasks:

Local Community Volunteers Request,

Acquire,

Receive and Staff Planning and Support

Training


Staff Services Group/Activity/Position in Volunteer Connection

Assigned tasks:

Staff Relations Out-Process

Staff Wellness Assigned and requested by Health Services (HS)

Temporary Disaster Employee

A temporary disaster employee (TDE) is a worker hired for an assignment to perform work that lasts for a finite period with no guarantee of ongoing or future employment at the end of the assignment. The Temporary Disaster Employee Standards and Procedures provide additional information about temporary disaster employees.

Volunteer Connection

Volunteer Connection is the Red Cross system of record for tracking and managing volunteer and employee disaster responders.

Roles, Responsibilities and Authorities

Assistant Director for Logistics

When assigned, the Assistant Director for Logistics is accountable for designating a Staff Services Lead providing their direct supervision and oversight of the tasks associated with supporting the disaster workforce. The Assistant Director for Logistics ensures that the Staff Services direction and support align with the operation’s service delivery plan.

Disaster Staffing Unit, National Headquarters

Disaster Staffing is the national headquarters unit responsible for providing 24/7 support to Staff Services. The unit is accountable for:

• Reconciling corporate lodging consultant invoices, • Maintaining individual cost items (Mission Cards, lodging and air fare) in Volunteer Connection, • Mission Card reloads, • Development and maintenance of the Deploy Materials, Workers and Technology Staff Services

doctrine.

Disaster Workforce Management Team

Disaster Workforce Management Team members are responsible for initiating Staff Services tasks on disaster operations when notified of an event by the Regional Disaster Officer or their designee.


Depending on the scope of the event, one member, some members or all members of the team are responsible for establishing and transitioning to Staff Services for regional, divisional and national disaster operations. In the absence of a Disaster Workforce Management Team, those in Disaster Workforce Engagement are responsible for initiating Staff Services tasks on operations.

DRO Director

When an Assistant Director for Logistics is not assigned to a disaster operation, the DRO Director is accountable for designating and providing direct supervision to the headquarters Staff Services Lead and oversight of the tasks associated with supporting the disaster workforce to ensure direction and support align with the operation’s service delivery plan. If the disaster operation scales up, and an Assistant Director for Logistics is assigned, accountability for oversight of Staff Services is transferred to that position.

Resource Mobilization and Support Unit, National Headquarters

The Resource Mobilization and Support Unit is the national headquarters unit responsible for:

• Recruiting and deploying disaster workers from outside an affected region, • Activating and loading Mission Cards, • Authorizing routine transportation for workers travel to and from disaster operations.

Staff Services Disaster Operation Headquarters

Staff Services workers at disaster operation headquarters are responsible for:

• Providing direct supervision to Staff Services District Leads including providing technical support, information, coaching, and feedback

• Monitoring and analyzing reports and information and • Overseeing district/region Staff Services workers. • Completing the Staff Services portion of the operation Service Delivery Plan and the operation

budget, • Consolidating Staff Services district reports, • Supporting workers assigned to the headquarters.

Staff Services Lead (Disaster Operation Headquarters or District)

The Staff Services Lead is accountable for ensuring Staff Services tasks are successfully completed as required for their work unit (region, district, and operation headquarters). The Staff Services Operation Headquarters Lead is responsible for direct supervision of the Staff Services District Lead(s).

Staff Services on Operations with District Structure

District Staff Services workers are responsible for successfully completing Staff Services tasks as required in the procedures section below and related standards and procedures and job tools.


The Regional Volunteer Services worker(s) assigned in Staff Services are accountable for recruiting and assigning regional Red Cross volunteers and employees, event based volunteers and partners to fill open staff requests on the disaster operation.

The Staff Services District Lead reports to the Staff Services Operation Headquarters Lead or his/her designee. The Staff Services Operation Headquarters Lead reports to the Assistant Director of Logistics or his/her designee.

Staff Services on Operations without District Structure

Disaster Workforce Management Team members are responsible for initiating Staff Services tasks on disaster operations when notified of an event by the Regional Disaster Officer or their designee. Depending on the scope of the event, one member, some members or all members of the team are responsible for establishing and transitioning to Staff Services for regional, divisional and national disaster operations. Regional Staff Services workers are responsible for successfully completing the Staff Services tasks as required in the procedures section below and related standards and procedures and job tools.

When assigned as Staff Services workers, Regional Volunteer Services worker(s) are accountable for recruiting regional Red Cross volunteers and employees, event based volunteers and partners to fill open staff requests on the disaster operation. The Staff Services Lead reports to the DRO Director or their designee.

Procedures

Staff Services procedures align with the Deploy Materials, Workers and Technology level III process map activities: request, acquire, arrive and out-process workers. Staff Services units only exist on disaster operations.

These procedures are scalable from territory or chapter operations through divisional operations and are implemented as written.

Many of these procedures have interdependencies with other Disaster Cycle Services processes and Red Cross departments. Changes to these standards and procedures require notification of Disaster Staffing at national headquarters prior to implementation to ensure compliance and consistency with interdependent requirements.

Form the Staff Services Work Unit

Staff Services tasks begin in the affected chapter or region, and align with the operation structure. The Disaster Workforce Engagement worker or Disaster Workforce Management Team member(s) initiates Staff Services tasks immediately upon notification by the Regional Disaster Officer or their designee that a disaster event requiring more than a Disaster Action Team has or will occur. The number of workers assigned to Staff Services and the tasks are scalable to meet the needs of the disaster operation.

Regional Staff Services Regional Disaster Workforce Management

Team Member(s)


The table below shows recent information from Regional Level II and III operations. Use this information to determine staffing needs and to set expectations.

Operation Information Regional Level II Regional Level III

Staff Services 2-3 depending on work load 5-7 depending on work load

Volunteer Services Assigned to Staff Services Not required 1 minimum, Required

Total Disaster Operation Workers Assigned or Expected

32-50 75-150

Number of Hotels 1 or 2 3 to 5

Number of Beds 14-20 29-35

The number of workers assigned to Staff Services is dependent on the worker’s ability to complete the required tasks on time and successfully. Larger operations require more staff, and additional Staff Services workers to support, recruit, etc. Staff Services adds workers and scales up or expands as additional workers are needed to complete the tasks in a timely manner. The Regional Staff Services lead reports to the person designated by the DRO Director when the disaster operation remains a regional response.

The standard for regional/district and headquarters Staff Services work units to be staffed and poised to meet engagement demands is within 12 hours of the event including implementation of the regional event-based volunteer plan and a decision regarding use of a Volunteer Intake Center (VIC). This standard ensures enough workers are assigned in the Staff Services function to adequately support the disaster workforce for the disaster operation. In addition, Staff Services must use Volunteer Connection once a disaster operation receives a disaster relief number in order to track and assign responders on the operation.

When a disaster affects more than one region or a large geographic area within a region, districts may be formed. Initial Staff Services in the region become or transfer to the district. Staff Services tasks continue in the district and are staffed based on what is needed in each district to adequately recruit and support workers to accomplish the service delivery plan. Thus all district Staff Services units are not identical.


Once districts are formed, an operation headquarters Staff Services unit is established. Staff Services at the headquarters is minimal, as recruitment and worker support remain at and continue in the district(s). When a response structure includes districts the Staff Services District Lead reports to the Staff Services Operation Headquarters Lead.

Additional operational structure information can be found by searching for “Concept of Operations Program Essentials” on The Exchange.

Designate a Staff Services Lead

On the first day of an operation, a Staff Services Lead is designated by operations leadership based on the operation structure and the table in the Roles, Responsibilities and Authorities section above. For example, if the operation is confined to one region, the regional DRO Director or his or her designee designates a Staff Services Lead. As operations grow or involve additional regions or districts, the District Director designates their District Staff Services Lead and the DRO Director designates an operation headquarters Staff Services Lead.

Staff Services Leads are responsible for assigning tasks to members of the work unit to ensure successful completion, building a strong, customer service oriented team and monitoring work unit activity. Use of the Staff Services Lead job tool will ensure tasks are completed as required.

Assign Tasks

Tasks are assigned to Staff Services workers by the Staff Services Lead. Depending on size and scope, some Staff Services workers may be assigned multiple tasks. The key is having enough workers to complete the tasks as required within the specified standard using the Staff Services job tools.

Tasks are completed at the Staff Services site closest to service delivery. On chapter and regional operations each task is completed by the Staff Services work unit for the operation. On operations with a district structure, each task is completed in each district by that Staff Services work unit, and at operation headquarters for the staff assigned to headquarters. All tasks are to be completed in the field at each district and are not centralized, with the exception of the following: the Staff Services 5266 and, when districts are established, the Disaster Responder Information System (DRIS) message is centralized at Staff Services operation headquarters.

Tasks to be assigned include:

District Staff Services

District Staff

Services

Operation Headquarters

District Staff Services


• Request

o Receive approved request o Process request

• Acquire

o Recruit o Assign o Orient o Train

• Receive Workers

o In-Process/Check-In o Support

Lodging Mission Card

• Out Process

These tasks include:

• Using Volunteer Connection for assignments, work locations, lodging, reports, staff requests;, • Regional recruitment to fill staff requests, • Associated training and orientation to enable event based volunteers to successfully complete their

assigned tasks, • Ensuring workers have required support for their maintenance and lodging, • Completion of the Disaster Responder Information System message (DRIS), • Completion of the Staff Services portion of required reports including but not limited to:

o The daily Disaster Operations Control (Form 5266), o Situation reports (Sitreps), o Service Delivery Plan (SDP), o Incident Action Plan (IAP), o Worker performance evaluations.

Required tasks and associated activities are not completed in sequence, but cyclically and simultaneously throughout the disaster operation. Staff assigned should be able to perform tasks according to the standards and performance characteristics for each task contained in the procedures below and in the corresponding Staff Services job tools.

Perform Staff Services Tasks

Assign and Check-In Workers In Volunteer Connection, Staff Services workers assign and check-in workers that initiated service delivery prior to receiving the operation’s DR number. This usually includes the Disaster Workforce Management Team member(s) contacted to initiate call downs and workers opening shelters, initiating disaster assessment, etc. Workers initially tasked with implementing service delivery do not need to report to a central location to be checked in.

Staff Services workers assigned this task need access to chapter/region workers in Volunteer Connection. To assign and check-in these initial workers, complete the steps as outlined in the Volunteer Connection Zendesk job aids.


The standard for assigning and checking in initial workers is 60 minutes from recruitment.

Request Workers

Process Staff Requests Staff Request forms are processed by entering the request in Volunteer Connection as stated on the Staff Request form. The Staff Request form must be entered in Volunteer Connection so the requests are tracked and filled.

Staff Requests should be kept at the lowest level of the operation. Requests submitted in the District are approved by the District Manager and entered in Volunteer Connection by Staff Services in that District.

The standard for Staff Request data entry in Volunteer Connection is 15 minutes from receipt of approved request.

Process By-Name Requests

If a specific worker is requested, Staff Services implements the procedures in the By Name Request Standards and Procedures.

Manage Disaster Responder Information System (DRIS) Staff Services at operation headquarters is responsible for creating and updating the message for the Disaster Respond Information System. When assigned this task, workers should follow the instructions in the Disaster Responder Information System Instructions job tool. The Disaster Responder Information System provides arrival information to disaster workers through email and calls to their mobile phones.

The Staff Services Operation Headquarters Lead approves the message before emailing [email protected].

The standards for Disaster Responder Information System messages are:

• A message must be written, approved and submitted when workers are traveling to an operation from any distance, and

• It must be completed/updated no later than 8:00 am and 5:00 pm in the time zone of the operation.

Acquire Workers

Recruit Workers Staff Services workers continually monitor the requests posted in Volunteer Connection and recruit and fulfill the requests. Workers assigned this task fill posted Staff Requests with human resources from the recruitment sources described below.

Recruitment sources

Workers are recruited from three main sources of human resources within an affected region:

Recruitment Source Description

Red Cross volunteers and employees

• Workers designated as disaster responders in Volunteer Connection, • Workers from other lines of services willing to volunteer on the operation,

mailto:[email protected]


Recruitment Source Description

Community Partners and Groups

• Ready When the Time Comes workers, • Local partners and businesses that have prior agreements to provide

workers.

Event Based Volunteers

• Event-based volunteers are people from the affected community with no prior Red Cross affiliation who want to help during the disaster.

Recruiting Event-Based Volunteers

For regional events requiring additional workers, if a Regional Volunteer Services worker is assigned to Staff Services, his or her task is to recruit workers to fill open positions. If Volunteer Services is not assigned, the Staff Services worker assigned to recruitment meets with the Regional Volunteer Services Officer to determine the best course of action to recruit and assign event based volunteers.

For recruiting and assigning event-based volunteers, timeliness is crucial as interest peaks four to five days from the event.

Once event-based volunteers are recruited, screening and Red Cross orientation occur prior to providing a work assignment.

The standard for region/district event-based volunteers is assignment to the operation in Volunteer Connection, screened, processed, oriented and provided a work assignment within 48 hours of entering Volunteer Connection. (Training is provided by the work function the volunteer is assigned to.)

Initial Recruitment

To initiate a large response, Staff Services workers begin recruitment immediately by contacting disaster responders.

The standard for recruitment is that a minimum of 75% of total region/district service associate worker requests are filled with a combination of workers from the above recruitment resources, through the scaling up of the response. Recruitment tasks must be given high priority from the beginning to meet this standard.

The standard for initial contact of all disaster responders and Ready When the Time Comes companies is 12 hours of receiving a disaster number.

Continued Recruitment

Once initial recruitment to initiate the response is completed, Staff Services continues recruitment and assignment to fill open staff requests with additional disaster responders, Red Cross employees and volunteers from the affected region and Ready When the Time Comes companies (if applicable).

To maximize local worker assignments, Staff Services workers develop a scheduling/tracking method to use when initiating call downs of workers who may not be available initially, but are available through the next week. This should include requesting days available during recruitment calls so requests can be quickly filled with workers becoming available at a later date. Current regional events typically last 10-15 days.

Assignment in Volunteer Connection reduces the number of open staff requests.

If affected region resources are exhausted, Staff Requests are filled by the Resource Mobilization and Support unit using proximity recruitment from those showing availability in Volunteer Connection.

Occasionally workers may be hired for the duration of their assignment on divisional (and national) operations through implementation of the Temporary Disaster Employee Standards and Procedures.


Assign Workers from the affected region Once a worker from the affected region is recruited, a Pre-Assignment Health Questionnaire must be completed. After a successful Pre-Assignment Health Questionnaire, a Staff Services worker assigns the worker in Volunteer Connection. Assigning also includes providing the worker with the following:

• A work location, • A work assignment, • Reporting information, • Supervisor, if known This includes all workers from the affected region.

Receive Workers The next step in the process is to receive the requested and acquired workers. There are a number of tasks associated with receiving workers on disaster operations. The most important aspects of this process are planning and customer service as Staff Services workers are frequently the first people that arriving workers meet. This is best accomplished through planning for workers arrivals using the associated Staff Services job tools, described below.

In-Process Workers The standard for successful in processing is that workers will receive orientation, lodging (if applicable), a Volunteer Connection check in, and ensured access to a Mission Card (if applicable) within 30 minutes of arrival at the arrival location. Staff Services workers use the In-Processing Job Tool to accomplish the standard for successful in-processing.

Not all workers arrive at a central location for in processing. Depending on the original Staff Request, workers arrive as directed when recruited and may arrive at their assigned work site, staging areas or other locations. The Staff Services lead and worker(s) assigned to in-processing are responsible for ensuring that workers arriving at work sites, staging areas or other non-central locations in their region/district:

• Are checked-in in Volunteer Connection, • Receive lodging if applicable, and • Receive orientation materials, etc.

This may be accomplished by obtaining information from the site when workers’ arrive or sending a Staff Services worker to the site to complete in-processing, by phone or email. The Staff Services lead and workers assigned in-processing tasks determine what location and method works to complete the in-processing task conveniently for the arriving workers.

Orientation Upon arrival workers are provided with information about the current operation. Staff Services workers use the Job Orientation Template job tool for successful completion of this task.

The standard for success is a 15-minute orientation (which is included in the 30 minute in-processing standard).

Lodging Lodging is an important factor for the well-being of workers. There are four lodging options for use on disaster operations:


Staff Services workers assigned the responsibility for lodging use the Staff Services Lodging Job Tool.

Standards for lodging on disaster operations include the following:

• Lodging is requested, obtained, managed and tracked at the region or district level. • Workers requiring lodging to successfully complete their assignments are lodged as close to their

work location as possible. • Whenever possible, double rooms with workers sharing a room are used with the exception of a

single room for the DRO Director. • Workers receive their lodging location at in-processing or specific details to obtain lodging

information are provided workers during in-processing. • Commercial lodging is the preferred option for lodging. Staff shelters are used when commercial

lodging is unavailable or insufficient. • Corporate Lodging Consultants (CLC) is used to obtain commercial lodging. • The Staff Shelter Handbook is used for all staff shelters.

Mission Cards Staff Services requirements for Mission Cards are in the Mission Card Standards and Procedures and the Staff Services Mission Card job tool.

Handle Personnel Issues When issues or concerns arise with alleged performance, behavior or criminal issues, Staff Services workers use the Personnel Issues on Disaster Operations Standards and Procedures.

Out-Process Workers Staff Services responsibility for out-processing workers includes gathering information from the worker to ensure the worker is ready to leave the operation. To provide good customer service, Staff Services completes out-processing at a location or method convenient to workers. The worker(s) assigned out-processing tasks use the Out-Processing job tool. Once out-processing is completed the worker is released in Volunteer Connection. Staff Services Leads must ensure event-based volunteers are released in a timely manner once their work assignments are completed.

Out-processing tasks include obtaining and entering the Performance Evaluation overall rating, supervisor’s and reviewer’s name in Volunteer Connection. The evaluation is then returned to the worker.

The standards for out-processing include:

• Workers are greeted enthusiastically and thanked for their work on the operation,

Lodging type Definition

Home of record Primary residence of local disaster workers

Family and friends in area Private residence

Commercial lodging Hotel, motels, dormitories, or other locations where room assignments are provided

Staff shelter Congregate living arrangements for Red Cross workers


• Workers are released in Volunteer Connection within 15 minutes of out-processing completion, • Workers are out-processed at a location or method convenient to the worker.

Manage Staff Services Reports

Staff Services reports are required to manage tasks and costs. The requirements below are the Staff Services components of operational reporting. The Staff Services Reports job tool provides additional information and available reports.

Incident Action Plan (IAP) The Operations Planning Standards and Procedures contain details for completing the Staff Services portion of the Incident Action Plan. All Staff Services workers should read the Incident Action Plan daily. The Incident Action Plan information should also be used for all worker orientations.

Staff Services related areas of the Incident Action Plan include the following:

• Work Assignments (ARC ICS 204), which should contain all Staff Services workers names, • Contact Roster (ARC ICS 203) which should contains after hours phone contact information, lead

contact information, etc. for Staff Services, Staff Wellness, • Work Sites, which should include all open Volunteer Intake Centers, • Safety messaging which should include any worker safety information known to Staff Services, so it

is combined with information collected from other activities on the operation, • Incident Objectives (ARC ICS 202) related to Staff Services or workers, priorities of the operation to

ensure compliance and assistance, • Daily schedule (ARC ICS 230) containing any on-going Staff Services calls/meetings. (Staff Services

attends meetings as required and listed.)

To include information in the Incident Action Plan, the Staff Services Lead contacts the Information and Planning unit on the disaster operation.

Situation Reports (SitRep) Details for completing Situation Reports are contained in the Incident Reporting Standards and Procedures. Staff Services workers at all sites should complete a situation report that includes the following:

• Actions accomplished today, • Sustainable local capacity building (include leveraging Event Based Volunteers and community

mobilization details), • Concerns, • Suggestions.

Situation Reports are completed daily. District Staff Services Lead forwards to the Operation Headquarters Staff Services Lead who will submit the information to the Assistant Director of Planning.

Daily Staff Services Disaster Operations Control (Form 5266) The daily operations report shows statistics and costs for a 24- hour period. The Staff Services (SS) 5266 is a consolidated report obtained from Volunteer Connection. All Volunteer Connection data entry must be completed before 5:00 PM to ensure accurate data.


The costs of lodging, air travel, and Mission Cards must be accurately listed on the DR Incident List to accurately report costs. Disaster Staffing at national headquarters is accountable for compiling, monitoring, and entering the information in Volunteer Connection. This is completed on a daily basis.

The Staff Services 5266, run after 5:00 pm in the time zone of the operation is completed and submitted at the disaster operation headquarters. Staff Services prints the report, adds Staff Wellness and Training/Orientation information and provides the report to the Staff Services Operation Headquarters lead for review and approval. The report is provided to Financial and Statistical Information (FSI)

Service Delivery Plan (SDP) Directions for this plan are contained in the Operations Planning Standards and Procedures. The Staff Services District Lead for the operation (chapter/regional) or the Staff Services Operation Hadquarters Lead is responsible for the “service” tab. At a minimum, the appropriate Staff Services Lead should prepare Volunteer Connection reports and information to provide at the Service Delivery Planning meeting:

• Current number of people on the operation, • Number of people expected to arrive today and tomorrow, • Number of open staff requests, • Average cost of hotel room per person, • Number of people traveling to the operation by air, • Current air fare cost.

The Staff Services Operation Headquarters Lead works with the Assistant Director of Logistics to ensure Staff Services participation or the above information is provided to the Assistant Director of Logistics prior to the meeting. The location of this information is contained on the Reports job tool.

Staff Services Standards and Procedures| Disaster Cycle Services © 2015 The American National Red Cross