State Managed Shelter
Standard Operating Procedure
Operations Section
Human Shelter Services
TEMPLATE TABLE OF CONTENTS
Table of Contents 2 STANDARD OPERATING PROCEDURE
I. Function: State Managed Shelter Human Shelter Services Operations
II. Purpose: To provide guidance to those working within the Operations Section of the State Managed Shelter to provide human shelter services which includes, but may not be limited to, hospitality services, children’s activities, and assistance programs counseling to individuals and families seeking emergency shelter as the result of a mandatory evacuation order..
III. Mission: To provide courteous and sympathetic care of, and programmatic counseling and assistance to individuals and families seeking emergency shelter as a result of a mandatory evacuation order.
IV. Protocol:
A. The use of explicit language will be forbidden within the SMS.
B. Smoking will not be allowed within the SMS, and only allowed in designated smoking areas on the exterior of the SMS.
C. The use of cellular phones will be prohibited within the shelter dormitory areas except for official use by shelter staff.
D. Evacuees may be segregated into separate areas based on family groups, single females and single males to accommodate the privacy and other needs of the population.
E. Assistance Program Counseling will only be available if determined by the Unified Command as a need post-impact; Assistance Program Counseling will only be offered during normal working hours. Minimal staff will be onsite at 7 p.m. to 7 a.m. to prepare for the shift following. Assistance Program Counseling will be scheduled upon request and by appointment to any evacuee.
F. Parents or caregivers must participate in scheduled activities with their children and/or be present to receive Children’s Activities items for their children through the Children’s Activities Group.
G. Child Care and/or school activities will only be available if determined by the Unified Command as a need post-impact and hours of operation of these services will be set at that time.
G.a. Children may not enter into the Child Care area without the permission and signature acknowledgement of their guardian. Wrist bands will be checked and annotated upon entry into the area.
Human Shelter Services SOP Page 3 G.b. Children may not be released from of the Child Care area without an authorized guardian (as listed within the shelter tracking system) physically being present at the time of release.
V. Planning Assumptions:
A. Evacuees will not enter the facility in-mass but will enter in waves or piece- meal.
B. Evacuees may not come as complete family groups and will need to be connected appropriately with other family members within the SMS.
C. Family groups may contain one or more types of evacuees (general population/special medical needs) and will need to be linked even if not located together within the SMS.
D. Evacuees may exhibit signs of stress.
E. Security or Law Enforcement will assist in response to escalated altercations and unruly behavior. It is the duty of the Human Shelter Services staff to minimize these needs through early intervention.
F. Announced rules and regulations governing the SMS site will support the safety and security within the SMS. Messaging concerning these rules should be announced via all available means of transmission (video, electronic message boards, and print media). These same rules and regulations will be posted conspicuously throughout the SMS site through signage and bulletin boards.
VI. Background:
Evacuees will be housed based upon the determination of the Registrars within the Registration and Intake Branch. Each evacuee will locate within the appropriate dormitory area. The Hospitality Dormitory (HD) staff will assist these individuals and families within the general population to locate a space within this area best suited for their needs. The HD staff will also provide continuous contact with those sheltered in their assigned areas and be a presence at all times to offer assistance as well as promote safety and security.
The Children’s Activities group will provide limited activities to the children that are sheltered within the facility. A segregated area will be set up for information dissemination of information on upcoming parent/child activities within the SMS and check-out/in of children’s toy and activity items. The Children’s Activity Group is not tasked with the provision of childcare services. Therefore, parents/caregivers will retain full responsibility of their children even while their children are participating in these activities. If the resources are available, the Unified Commander may supplement the
Human Shelter Services SOP Page 4 Children’s Activities group with additional, trained personnel or volunteers to provide childcare services, but these services may be limited in terms of the number of children they can accommodate and the number of hours that these services may be available.
The Assistance Program group will provide access to applications and counseling regarding state and federal disaster and non-disaster assistance programs. This service may not immediately be set up upon the activation of the SMS, but may be delayed until the Unified Command determines its need (usually post-impact). These services will only be made available during normal business hours to reflect normal daily routines outside of the SMS. Some of the staff used for registration (under the Registration and Intake Service Branch) may be realigned to the counselor positions under this group as the need for registrars diminishes. This group may also be enlarged by federal staff if a federal declaration is received and federal programs are made available.
VII. Organization:
Insert Registration and Intake Services Branch Section Organizational Chart here from the site-specific plan.
Human Shelter Services SOP Page 5 Insert overarching organizational chart here from the site-specific plan.
Human Shelter Services SOP Page 6 VIII. Job Duties by Position:
DUTIES BY POSITION JOB TITLE DUTIES KSA TRAINING Director Obtain briefing from the Strong leadership in a team IS-100, 200, Operations Section Chief. environment 300, 700 & 800 or 800A & Supervise Branch operations. Ability to motivate and VDSS Shelter Training Develop alternatives for direct Branch control operations. Ability to communicate both Interact with the Operations verbally and in writing Section Chief and other Branch Sensitivity in human Directors to develop tactics to interactions to diversity and implement incident strategies. inclusiveness Be prepared to attend incident Ability to organize work planning meetings at the activities delegate work and request of the Operations directly supervise a diverse Chief. work unit Review assignments within the Ability to effectively convey Branch and report status to the information Operations Section Chief. Ensure that all stations are staffed at all times. Ensure all stations have appropriate equipment. Re-stock equipment and supplies when necessary at stations. Assign specific work tasks to subordinates. Monitor and inspect progress and make changes as necessary. Resolve logistics problems reported by subordinates. Be knowledgeable to answer evacuee questions or direct evacuees to the appropriate source. Provide clear direction, assignments, and guidance to effectively structure and organize work activities, maximize productivity, and conform to incident objectives. Communicate emergency procedures that are consistent with the safety and security plans in a timely manner. Provide for the safety and welfare of assigned personnel during the entire period of
Human Shelter Services SOP Page 7 DUTIES BY POSITION JOB TITLE DUTIES KSA TRAINING supervision. Report accident and medical reports. Maintain Unit Log. HOSPITALITY - DORMITORY Supervisor Project staffing and other Strong leadership in a team IS-100, 200, support requirements for the environment 300, 700 & 800 or 800A & operation. Ability to manage multiple VDSS Shelter Training Assess workload and request priorities and tasks the appropriate numbers and simultaneously. types of resources. Organize work activities, Ensure that all stations are delegate work and directly staffed at all times. supervise a diverse work Ensure all stations have unit. appropriate equipment. Maintain a high standard of Re-stock equipment and ethics required of State supplies when necessary at employees that is consistent stations. with COV core values. Monitor performance of Team Strong communication Leads to assess the need for (written and verbal) skills possible rest or rotation. including effective listening. Resolve staff conflicts and/or Competently use computer recognize when a conflict must resources required to support be referred to a higher level. the task. Be knowledgeable to answer Sensitivity in human evacuee questions or direct interactions to diversity and evacuees to the appropriate inclusiveness. source. Must be flexible and Provide clear direction, adaptable in various assignments, and guidance to situations and work settings, effectively structure and including weather organize work activities, conditions, cultures, and maximize productivity, and geographic areas for conform to incident objectives. extended periods of time. Communicate emergency Demonstrate sensitivity to procedures that are consistent cultural diversity, race, with the safety and security gender, disabilities, and plans in a timely manner. other individual differences in accordance with the Provide for the safety and COV’s nondiscrimination welfare of assigned personnel policy. during the entire period of supervision. Establish an effective rapport with individuals who Report accident and medical are initially difficult, reports. emotional, or distressed. Relate effectively to people from varied backgrounds and different situations. Comply with chain of command principles by
Human Shelter Services SOP Page 8 DUTIES BY POSITION JOB TITLE DUTIES KSA TRAINING operating within the established lines of authority. Coordinator Coordinate shelter activities Ability to multi-task and IS-100, 200, 700 & 800 and recreation. Identify and work as team member. or 800A & VDSS Shelter Training troubleshoot problems. Ability to effectively listen, Assist residents by answering understand and questions, providing directions, communicate information. updating information, and Skill in working with or helping with personal needs. willingness to work with Monitor resident movement diverse groups of people. within the shelter. Assist with shelter set-up. Oversee sleeping and feeding areas.
CHILDREN’S ACTIVITIES Coordinator Coordinate children’s activities Ability to multi-task and IS-100, 200, 700 & 800 and recreation. Identify and work as team member. or 800A & VDSS Shelter Training troubleshoot problems. Ability to effectively listen, Assist residents by answering understand and questions, providing directions, communicate information. updating information, and Skill in working with or helping with personal needs. willingness to work with Monitor the Children’s diverse groups of people. Activities Area. Process check-in and check- out of activities and supplies. Assist with shelter set-up. ASSISTANCE PROGRAMS Group Project staffing and other Knowledge, training or IS-100, 200, Supervisor support requirements for the experience within disaster 300, 700 & operation. and/or non-disaster 800 or 800A & VDSS Shelter Training Assess workload and request individual assistance the appropriate numbers and programs. types of resources. Strong leadership in a team Ensure that all stations are environment staffed at all times. Ability to manage multiple Ensure all stations have priorities and tasks appropriate equipment. simultaneously. Re-stock equipment and Organize work activities, supplies when necessary at delegate work and directly stations. supervise a diverse work unit. Monitor performance of Counselors to assess the need Maintain a high standard of for possible rest or rotation. ethics required of State employees that is consistent Resolve staff conflicts and/or with COV core values. recognize when a conflict must be referred to a higher level. Strong communication
Human Shelter Services SOP Page 9 DUTIES BY POSITION JOB TITLE DUTIES KSA TRAINING Be knowledgeable to answer (written and verbal) skills evacuee questions or direct including effective listening. evacuees to the appropriate Competently use computer source resources required to support Provide clear direction, the task. assignments, and guidance to Sensitivity in human effectively structure and interactions to diversity and organize work activities, inclusiveness. maximize productivity, and Must be flexible and conform to incident objectives. adaptable in various Communicate emergency situations and work settings, procedures that are consistent including weather with the safety and security conditions, cultures, and plans in a timely manner. geographic areas for Provide for the safety and extended periods of time. welfare of assigned personnel Demonstrate sensitivity to during the entire period of cultural diversity, race, supervision. gender, disabilities, and Report accident and medical other individual differences reports. in accordance with the COV’s nondiscrimination policy. Establish an effective rapport with individuals who are initially difficult, emotional, or distressed. Relate effectively to people from varied backgrounds and different situations. Comply with chain of command principles by operating within the established lines of authority. Counselor Coordinate information and Knowledge, training or IS-100, 200, 700 & 800 assist residents in applying for experience within disaster or 800A & VDSS eligible disaster and non- and/or non-disaster Shelter Training disaster assistance programs. assistance programs. Ability Identify and troubleshoot to multi-task and work as problems. team member. Assist residents by answering Ability to effectively listen, questions, providing directions, understand and updating information, and communicate information. helping with personal needs. Skill in working with or Assist with shelter set-up. willingness to work with diverse groups of people. WIC Program Coordinate information and Knowledge, training or IS-100, 200, 700 & 800 Counselor assist residents in applying for experience within disaster or 800A & VDSS or maintaining disaster and and/or non-disaster Shelter Training non-disaster Women, Infants assistance programs. Ability
Human Shelter Services SOP Page 10 DUTIES BY POSITION JOB TITLE DUTIES KSA TRAINING and Children’s Program. to multi-task and work as Identify and troubleshoot team member. problems. Ability to effectively listen, Assist residents by answering understand and questions, providing directions, communicate information. updating information, and Skill in working with or helping with personal needs. willingness to work with Assist with shelter set-up. diverse groups of people.
Human Shelter Services SOP Page 11 IX. Communications:
A. Alert and Notification Once the Operations Section Chiefs are contacted via the Unified Command, the Chiefs will then be responsible to contact their Branch Directors. Branch Directors will then notify Branch staff. It is the responsibility of the Operations Section Chiefs to keep current contact information for all Branch Directors; it is the responsibility of the Branch Directors to maintain current contact information for branch staff. All contact information should be updated bi-annually at minimum.
It is the responsibility of all identified staff to assure that their contact information is correct at all times and report any changes immediately to their direct supervisor(s) within the SMS.
B. Internal and External Communication The incident command and general (Section Chiefs) staff will be located in the Unified Command Center. This Center will have full internet, phone, fax, and radio access to the SMS. The Branch Director will have a radio which will allow communication between himself and the Operations Section Chief and his direct subordinates. The Branch Director will also have a computer which will be able to access word processing and spreadsheet software, the internet, e-mail and the shelter management tool. The Children’s Activities Coordinators will have a computer which will be able to access the internet and the shelter management tool. Supervisors will have radios also for communications purposes to their supervisors. Assistance Programs Counselors will have computers with internet access and all other tools needed to allow access to assistance program information, applications and other needed resources.
X. Disaster Intelligence:
Throughout an evacuation event, there is critical and essential information that is common to all emergencies. This section will identify the type of information needed to ensure a successful operation, where it is expected to come from, who uses the information, the format for providing the information, and any specific times the information is needed
Type of Information Information Format for Time Information Information Source Recipient Providing Needed Information
Number of Site-specific sign- Unified Command Daily from time of Residents Assisted in information open until time of by Type of Service close
Human Shelter Services SOP Page 12 XI. Procedures:
A. Management A.a. Time: From the initial setup of the SMS through the complete demobilization of the SMS. A.b. Task: Assure appropriate Human Shelter Services staff is accounted for, on-duty, trained, adequately equipped, and on-task. A.c. Responsible Section Members: A.c.1. Branch Director: Assure the appropriate equipment and supply needs are available at all times for supervisors and Children’s Activity Coordinators. Provide just-in-time training to supervisors and Children’s Activity Coordinators upon arrival to the shelter as needed. Maintain situational awareness and provide information to staff. Assure that staff sign in and out within the registration system and complete their agency- specific timesheets. Maintain continual awareness of the shelter and assist staff with issues needing additional resolution. Maintain Unit Log for the Branch. A.c.2. Hospitality-Dormitory Group Supervisor: Assure the appropriate equipment and supply needs are available at all times for Hospitality-Dormitory Coordinators. Provide just-in- time training to Hospitality-Dormitory Coordinators upon arrival to the shelter. Maintain situational awareness and provide information to staff. Assure that staff sign in and out within the registration system and complete their agency- specific timesheets. Maintain continual awareness of the dorm areas and assist staff with issues needing additional resolution. Maintain Unit Log for the Group. A.c.3. Assistance Program Counselor Group Supervisor: Assure the appropriate equipment and supply needs are available at all times for Counselors. Provide just-in-time non-programmatic training to non- Counselors (Counselors will arrive with programmatic knowledge) upon arrival to the shelter. Maintain situational awareness and provide information to staff. Assure that staff sign in and out within the registration system and complete their agency-specific timesheets. Maintain continual awareness of the dorm areas and assist staff with issues needing additional resolution. Maintain Unit Log for the Group. A.d. Format: Face-to-Face; Unit Log Form A.e. Resources: A.e.1. EWA Phoenix A.f. References: A.f.1. Management Job Aid A.f.2. Time Management/Timesheet Job Aid (Finance and Administration Standard Operating Procedures)
Human Shelter Services SOP Page 13 B. Reporting B.a. Time: From the initial setup of the SMS through the complete demobilization of the SMS. B.b. Task: Assure accurate and timely data is submitted to the appropriate recipient as needed and/or in accordance with the Operations Section Chief’s requests. B.c. Responsible Section Members: B.c.1. Branch Director: Assure the accurate, sufficient and appropriate data is available to the Operations Section Chief at all times. B.c.2. Children’s Activity Coordinator: Assure that Branch Director has access to accurate, sufficient and appropriate data as needed by the Operations Section Chief. Specifically deliver daily and cumulative reports regarding services rendered or resources offered to shelter occupants. B.c.3. Assistance Programs Group Supervisor: Assure that Branch Director has access to accurate, sufficient and appropriate data as needed by the Operations Section Chief. Specifically deliver daily and cumulative reports regarding services rendered or resources offered to shelter occupants. B.d. Format: Face-to-face; Paper Reports B.e. Resources: B.e.1. EWA Phoenix B.f. References: B.f.1. Reporting Job Aid
C. Hospitality-Dormitory Coordination C.a. Time: From the initial opening of the SMS through complete demobilization of the SMS. C.b. Task: Assure that those entering the dormitory areas are appropriately directed to their space, can acclimate to the environment through courteous reception and direction, abide by shelter rules and guidelines, and through vigilant observation, are safe and secure while residing within the shelter. C.c. Responsible Section Members: C.c.1. Branch Director: Delivery of situational awareness and needed information to supervisors, coordination of delivery of immediate needs, and resolution of concerns/problems. C.c.2. Hospitality-Dormitory Supervisor: Delegation of tasks, delivery of situational awareness and needed information to coordinators, and resolution of or determination of need to elevate concerns/problems. C.c.3. Hospitality-Dormitory Coordinator: Courteous and friendly communication with evacuees entering the dormitories. Directing evacuees appropriately to sleeping space. Enforcing
Human Shelter Services SOP Page 14 shelter rules and guidelines. Providing minimal security and fire watch through constant presence within the dormitory areas and vigilant observation. C.d. Format: Face-to-Face C.e. Resources: C.e.1. Branch Director C.e.2. Security and Traffic Management Branch C.f. References: C.f.1. Hospitality-Dormitory Coordination Job Aid C.f.2. Shelter Rules and Guidelines (within the Registration and Intake SOP)
D. Children’s Activities Coordination D.a. Time: From the initial opening of the SMS through the complete demobilization of the SMS or the need for this activity is determined unnecessary by the Unified Command. D.b. Task: Provide age-appropriate activity items to parents/caregivers of children to quell boredom and enhance the overall shelter environment. D.c. Responsible Section Members: D.c.1. Branch Director: Delegation of tasks, delivery of situational awareness and needed information to Children’s Activity Coordinators, and resolution of concerns/problems. D.c.2. Children’s Activity Coordinator: Appropriate distribution of children activity items through EWA Phoenix for tracking purposes; coordination and cooperation with the institution, volunteers and other parties to assist in developing group family activities; and reporting daily and cumulative service usage to the Branch Director. D.d. Format: Face-to-face; EWA Phoenix D.e. Resources: D.e.1. Branch Director D.e.2. EWA Phoenix D.f. References: D.f.1. Children’s Activities Coordination Job Aid
E. Assistance Program Counseling E.a. Time: At the determination of need for this service by the Unified Command through the complete demobilization of the SMS or the need for this activity is determined unnecessary by the Unified Command. E.b. Task: Assist evacuees in development of family plans to return home or into another appropriate temporary or permanent living situation; and provide guidance and access to evacuees to appropriate state, federal and other disaster and non-disaster assistance programs. E.c. Responsible Section Members: E.c.1. Branch Director E.c.2. Assistance Program Counselor
Human Shelter Services SOP Page 15 E.c.3. WIC Program Counselor E.d. Format: Face-to-face E.e. Resources: E.e.1. Group Supervisor E.e.2. Branch Director E.e.3. State Assistance Programs E.e.3.a. www.dss.virginia.gov/benefit/index.html (list of programs available through VDSS and needed forms, etc.) E.e.3.b. https://jupiter.dss.state.va.us/EligibilityScree ning/ (eligibility screening for VDSS assistance programs) E.e.3.c. www.vda.virginia.gov (prescription drug assistance) E.e.3.d. www.dhcd.virginia.gov (housing resources) E.e.4. Federal Disaster Assistance Programs E.e.4.a. www.DisasterAssistance.gov E.e.4.b. 1-800-621-2262 E.e.4.c. TTY 1-800-462-7585 E.f.References: E.f.1. Assistance Program Counseling Job Aid E.f.2. State Assistance and Disaster Assistance Program Guidelines E.f.3. FEMA Disaster Assistance Programs (if federally declared) Guidelines SBA Disaster Assistance Programs (if SBA declared) Guidelines
Human Shelter Services SOP Page 16 JOB AID: MANAGEMENT The supervision and management of employees is critical to the overall positive outcome of the sheltering event.
The Human Shelter Services Branch Director will:
Upon initial entry into the shelter: o Introduce himself/herself to the Operations Section Chief. o Receive a situational and operation brief from the Operations Section Chief. o In coordination with the Operations Section Chief, determine a recommendation regarding the current or potential need for the Assistance Program Group to be presented to the Unified Command. o In coordination with the Operations Section Chief and Security Branch Director, determine the assembly area for evacuees within the shelter in the event of an emergency that requires evacuation of the facility. o Request through the Operations Section Chief (through Logistics) that the Dormitory and Children’s Activity areas be set up according to the identified layout of the site (see Attachment 1, Tab 1). o Receive and test all communications equipment needed for him/herself and all Human Shelter Services staff. o Meet with the Hospitality-Dormitory Group Supervisors and the Assistance Program Group Supervisors (if activated) upon their arrival to the shelter to: Discuss the shelter situation and give a brief operational overview. o Discuss in-house communication and chain of command issues and concerns. . Discuss delivery of a just-in-time training and/or refresher course for Hospitality-Dormitory Coordinators Distribute the Group’s communications equipment. o Meet with the Children’s Activity Coordinators upon their arrival to the shelter to: Discuss the shelter situation and give a brief operational overview. Deliver just-in-time training and/or refresher course for Children’s Activity Coordinators to include: o Daily check-in and check-out
Management Job Aid Attachment 1 - 17 o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Job duties o Shelter layout o Local information o Services/supplies available . How to request/receive these services/supplies o How to use EWA Phoenix to distribute activity items o Paper distribution documents (for backup) Distribute communications equipment. Throughout shelter activation: o Assure reception of situational and operational briefings from the Operations Section Chief upon incoming shift and as needed. o Provide updates as needed to staff regarding situational status, shelter status, meals, operational changes, etc. o In coordination with the Operations Section Chief, assess the need to activate/de-activate the Assistance Program Group and present this to the Unified Command as needed. o Assure staff has appropriate, sufficient and operational equipment and supplies. o Assure the appropriate staffing levels are maintained based on shelter needs. Make recommendations to the Operations Section Chief of any needed changes (activation of additional staff or demobilization of redundant staff). o Provide a shift change briefing to the incoming Branch Director to include: Current status of the Branch Any issues that occurred during the shift Any ongoing issues that will need to continue to be addressed Any upcoming events, issues, etc that the oncoming Director needs to be aware of o Assist all Human Shelter Services staff with problem and conflict resolution as needed. Request the assistance of Security if necessary. o Assure appropriate check-in and check-out of all staff has been completed.
Management Job Aid Attachment 1 - 18 o Review and approve timesheets. o Maintain the Unit Log for Human Shelter Services (see Attachment 1, Tab 2). At shelter demobilization/closing: o Submit written notification to the Operations Section Chief of unneeded resources and/or equipment that can be reallocated or demobilized (including staff). o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released. o Review final timesheets for accuracy and approve. o Assure all staff receive after action report forms and are given time to complete and submit them prior to departure.
The Assistance Program Group Supervisor will:
Upon initial entry into the shelter: o Introduce himself/herself to the Human Shelter Services Branch Director. o Receive a situational and operation brief from the Human Shelter Services Branch Director. o Assure that the Assistance Program Counseling area has been set up according to the identified layout of the site (see Attachment 1, Tab 1). o Receive and test all communications equipment needed for him/herself and all staff. o Meet with the Assistance Program Counselors and WIC Counselors upon their arrival to the shelter to: Discuss the shelter situation and give a brief operational overview. Deliver just-in-time training and/or refresher course for Assistance Program and WIC Counselors to include. o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Job duties Post assignments.
Management Job Aid Attachment 1 - 19 Distribute communications equipment. Throughout shelter activation: o Assure reception of situational and operational briefings from the Human Shelter Services Branch Director upon incoming shift and as needed. o Provide updates as needed to staff regarding situational status, shelter status, operational changes, etc. o Assure staff has appropriate, sufficient and operational equipment and supplies. o Provide a shift change briefing to the incoming Group Supervisor to include: Current status of the Group Any issues that occurred during the shift Any ongoing issues that will need to continue to be addressed Any upcoming events, issues, etc that the oncoming Director needs to be aware of o Assign Assistance Program and WIC Counselor posts. o Assist Assistance Program and WIC Counselors in reception and delivery of special needs items, resources and services. o Assist Assistance Program and WIC Counselors with problem and conflict resolution as needed. Request the assistance of Security if necessary. o Assure appropriate check-in and check-out of all staff has been completed. o Review and approve timesheets. o Maintain the Unit Log for Human Shelter Services (see Attachment 1, Tab 2). At shelter demobilization/closing: o Submit written notification to Human Shelter Services Branch Director of unneeded resources and/or equipment that can be reallocated or demobilized (including staff). o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released. o Review final timesheets for accuracy and approve. Assure all staff receive after action report forms and are given time to complete and submit them prior to departure.
Management Job Aid Attachment 1 - 20 HUMAN SHELTER SERVICES LAYOUTS
Insert Layout(s) for Dormitory Areas for Specific Site Here. These can be found in the SMS Plan, Appendix 1.
Human Shelter Services Areas Layout Attachment 1, Tab 1 - 21 CHILDREN’S ACTIVITY AREA
Develop Layout for Children’s Activities Area for Specific Site Here.
Human Shelter Services Areas Layout Attachment 1, Tab 1 - 22 ASSISTANCE PROGRAM COUNSELING AREA
Develop Layout for Assistance Program Counseling Area for Specific Site Here.
Human Shelter Services Areas Layout Attachment 1, Tab 1 - 23 HUMAN SHELTER SERVICES UNIT LOG
1. Incident Name 2. Date Prepared 3. Time Prepared UNIT LOG
4. Unit Name/Designators 5. Unit Leader (Name and Position) 6. Operational Period
7. Personnel Roster Assigned Name ICS Position Home Base
8. Activity Log Time Major Events
Unit Log Attachment 1, Tab 2 - 24 9. Prepared by (Name and Position)
Unit Log Attachment 1, Tab 2 - 25 Time Major Events
Unit Log Attachment 1, Tab 2 - 26 Unit Log Attachment 1, Tab 2 - 27 Unit Log Instructions
1. Incident Name: VEOC Incident Name followed by name of SMS 2. Date Prepared: Day of Week, Month Day, Year 3. Time Prepared: Start Time of the Report in Military Time 4. Unit Name/Designators: Name of the Section/Branch/Group/Unit (i.e. Hospitality-Dormitory Group) 5. Unit Leader: Name and Position (i.e. Joe Smith, Hospitality-Dormitory Group Supervisor) 6. Operational Period: From the active, current Incident Action Plan: Time in Military Format Day of Week, Month Day, Year - Time in Military Format Day of Week, Month Day, Year 7. Personnel Roster Assigned: Name, Position and Location for each direct staff member within your group (i.e. for the Hospitality Dormitory Group Supervisor - Hospitality-Dormitory Coordinators, Names and Posts) 8. Activity Log: List major events that occur (e.g., task assignments, task completions, injuries, difficulties encountered, etc.) and the time (in military format) when they occurred 9. Prepared By: Enter name and title of the person completing the log. Provide log to immediate supervisor, at the end of each operational period.
Unit Log Attachment 1, Tab 2 - 28 JOB AID: REPORTING
The Human Shelter Services Branch will provide limited data collection for the shelter. Although, the amount of data collection is limited, it is critical that the information collected is accurate and timely. Although some reporting will occur through the EWA Phoenix System, procedures need to be developed also in the case that the electronic system (EWA) is not working. The following table indicates the basic information that will be required from the Branch.
Type of Information Information Format for Time Information Information Source Recipient Providing Needed Information
Children’s Children’s Human Shelter Children’s Daily from time of Activities Usage Activities Services Branch Activities Activity open until time of Coordinator Director Report close
Assistance Assistance Human Shelter Assistance Daily from time of Program Program Group Services Branch Program open until time of Counseling Usage Supervisor Director Counseling close Activity Report
This may only be a partial listing of the data needs of the shelter from the Human Shelter Services Branch. Additional reporting needs may be identified as the shelter operates.
The Human Shelter Services Branch Director will:
Upon entry into the shelter: o Assure the Children’s Activities Coordinator and Assistance Program Counseling Group Supervisor (if activated) have made sufficient copies of the needed forms and understand the process for completing and submitting them. o Develop and notify the Children’s Activities Coordinator and Assistance Program Counseling Group Supervisor (if activated) a schedule for submission of the completed forms to the Human Shelter Services Branch Director based on the needs of the Planning Section. Throughout shelter activation: o Assure that forms are completed thoroughly, accurately and in a timely fashion and submitted to the Planning Section Chief for incorporation into shelter-wide reports as needed.
The Children’s Activities Coordinator will:
Reporting Job Aid Attachment 2 - 29 Upon entry into the shelter: . Assure that sufficient copies of the printed report forms are available. Forms should be printed such that there are enough blank forms are available for three days. Throughout shelter activation: o Assure that children’s activity item check-out/in is completed thoroughly, accurately and in a timely fashion such that reporting capabilities will be complete. o Keep accurate logs of attendees to non-item check-out/in activities (movies, sports/recreational activities, etc.). o Using check-in/out forms, complete the Children’s Activities Activity Report daily or as requested by the Human Services Branch Director. Submit to the Human Services Branch Director once completed.
The Assistance Program Group Supervisor will:
Upon entry into the shelter: . Assure that sufficient copies of the printed report forms are available. Forms should be printed such that there are enough blank forms are available for three days. Throughout shelter activation: o Assure that accurate logs of recipients of programmatic assistance are maintained. o Using recipient logs, complete the Assistance Program Counseling Activity Report daily or as requested by the Human Services Branch Director. Submit to the Human Services Branch Director once completed.
Reporting Job Aid Attachment 2 - 30 CHILDREN’S ACTIVITIES ACTIVITY REPORT
1. Incident Name:
2. Report Date/Time:
3. Number of Items Checked Out: Today Total
a. Number of Items Returnable:
b. Number of Items Returned:
1) Condition of Returned Items:
Good: Poor:
Fair: Unusable:
4. Other Activities: (list below)
a. : Today Total
b. : Today Total
c. : Today Total
5. Prepared by: Date/Time:
6. Received by: Date/Time:
Children’s Activities Report Attachment 2, Tab 1 - 31 7. ASSISTANCE PROGRAM COUNSELING 8. ACTIVITY REPORT
1. Incident Name:
2. Report Date/Time:
3. Number of Residents Assisted: Today Total
a. Assistance Programs: Today Total
1) Programs Requested/Offered:
1.i.
1.ii.
1.iii.
1.iv.
1.v.
1.vi.
b. WIC: Today Total
4. Prepared by: Date/Time:
Assistance Program Counseling Activity Report Attachment 2, Tab 2 - 32 9. Received by:
Date/Time:
Assistance Program Counseling Activity Report Attachment 2, Tab 2 - 33 10. JOB AID: 11. HOSPITALITY-DORMITORY COORDINATION 12. The Hospitality-Dormitory Group is the evacuees’ most seen presence within the shelter. This group provides a continuous sensory review of the sleeping areas within the shelter. The Hospitality-Dormitory Group assists in providing safety and security insight from evacuee interaction and monitoring dormitory activities for areas of concern. This group also assists in the security and safety of the shelter by assisting evacuees in observing shelter rules and guidelines and requesting assistance to enforce these when concerns arise. 13. 14. The Hospitality-Dormitory Group Supervisor will: 15. Upon initial entry into the shelter: o Introduce himself/herself to the Human Shelter Services Branch Director. o Receive a situational and operation brief from the Human Shelter Services Branch Director. o Assist with the setup of the dormitory area. Assure that the Dormitory area has been or is being set up according to the identified layout of the site (see Attachment 1, Tab 1). o Determine if evacuee types will be separated within the dormitory area and map out how this will be completed. Families Single Men Single Women People with Mobility Needs o Receive and test all communications equipment needed for him/herself and all staff. o Meet with the Hospitality-Dormitory Coordinators upon their arrival to the shelter to: Discuss the shelter situation and give a brief operational overview. Deliver just-in-time training and/or refresher course for Hospitality- Dormitory Coordinators to include. o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol
Hospitality-Dormitory Job Aid Attachment 3 - 34 o Shelter/Dormitory Layout o Shelter Evacuation and Emergency Assembly Area o Job duties Post assignments. Distribute communications equipment. Distribute handouts. o Shelter Rules and Guidelines (see Registration and Intake SOP) o Shelter Guide (see Registration and Intake SOP) o Local Guide (see Registration and Intake SOP) Throughout shelter activation: o Assure reception of situational and operational briefings from the Human Shelter Services Branch Director upon incoming shift and as needed. o Provide updates as needed to staff regarding situational status, shelter status, operational changes, briefings, etc. o Assure staff has appropriate, sufficient and operational equipment and supplies. o Provide a shift change briefing to the incoming Group Supervisor to include: Current status of the Group Any issues that occurred during the shift Any ongoing issues that will need to continue to be addressed Any upcoming events, issues, etc that the oncoming Director needs to be aware of o Assign Hospitality-Dormitory Coordinator posts. o Assist Hospitality-Dormitory Coordinator in reception and delivery of special needs items, resources and services. o Assist Hospitality-Dormitory Coordinator with problem and conflict resolution as needed. Request the assistance of Security if necessary. o Assure appropriate check-in and check-out of all staff has been completed. o Review and approve timesheets. At shelter demobilization/closing:
Hospitality-Dormitory Job Aid Attachment 3 - 35 o Submit written notification to Human Shelter Services Branch Director of unneeded resources and/or equipment that can be reallocated or demobilized (including staff). o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released. o Review final timesheets for accuracy and approve. o Assure all staff receive after action report forms and are given time to complete and submit them prior to departure. 16. 17. Hospitality-Dormitory Coordinators will: 18. Upon initial entry into the shelter: o Meet with the Hospitality-Dormitory Group Supervisor to: Receive information on the shelter situation and get a brief operational overview. Receive just-in-time training and/or refresher course that will include: o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Shelter/Dormitory Layout o Shelter Evacuation and Emergency Assembly Area o Job duties Receive post assignment. Receive communications equipment. Receive handouts. o Shelter Rules and Guidelines (see Registration and Intake SOP) o Shelter Guide (see Registration and Intake SOP) o Local Guide (see Registration and Intake SOP) o Check-in as detailed in the training. o Test communications equipment. o Familiarize themselves with the shelter and its layout.
Hospitality-Dormitory Job Aid Attachment 3 - 36 Learn locations of services throughout the shelter. Learn locations of accessible facilities throughout the shelter. Know locations of safety equipment throughout the shelter, to include, but not be limited to, fire exits, fire extinguishers, fire alarms, etc. o Walk around the exterior of the shelter and the local surroundings to get oriented to the shelter. Throughout shelter activation: o Assure that you are clearly visible as a shelter staff member. o Cordially receive evacuees into the dormitory area and direct them to the appropriate area for their group. If there is a mobility issue, locate this person/group to an outside edge sleeping area if a mobility needs area is not pre-identified. Direct evacuees to the appropriate sleeping areas within the dorm assuring that evacuees use consecutive spaces (cots/mats) to maximize space. Once the shelter has reached its maximum intake, evacuees may be allowed to adjust their sleeping space within the shelter if open space is available within the dorm. o Monitor the evacuee behavior, conversation and activity. Watch for any trends that may indicate a safety or security concern. Notify the Hospitality- Dormitory Group Supervisor and a Security Officer of any concerns. o Monitor the dormitory area for any safety concerns. Maintain open aisles and minimize clutter so that if an evacuation is necessary, there will be limited blockages to the exits. Remain alert to any weather or non-weather hazards, including, but not limited to, fire or chemical hazards. Report any concerns immediately to a supervisor, or if the hazard is life-threatening, immediately initiate an alarm. o Monitor evacuees, staff, volunteers, etc. to assure shelter rules and guidelines are being followed such that the shelter can remain secure. For non-physical threats (example: cursing or has a pet), discreetly address the individual directly. If the individual continues to not comply with shelter guidelines or becomes agitated, request assistance from the Group Supervisor. For physical threats (example: weapon or act of physical violence) immediately, yet discreetly, contact the Group Supervisor and request the assistance of Security.
Hospitality-Dormitory Job Aid Attachment 3 - 37 o Be prepared to assist evacuees in evacuation of the dormitory area to a pre- determined assembly area outside of the shelter if necessary. This area should be determined by the o Determine if evacuees have immediate needs. These immediate needs can include, but are not limited to mobility assistance (example: a person being carried needing a wheelchair), language assistance (example: a Spanish speaking individual with no other travel companions), mental health assistance (example: a person walks in hysterical), and/or physical health assistance (example: a person walks in holding their chest). If assistance is required, immediately radio to the Group Supervisor to notify him/her of the need. Contact the appropriate branch/unit/group to fulfill the need. o Mobility assistance – Special Medical Needs Services Triage Nurse o Language assistance – Registration and Intake Services Branch Director o Mental health assistance – Special Medical Needs Services Triage Nurse o Physical health assistance - Special Medical Needs Services Triage Nurse o Provide shelter and local information to all shelter evacuees, staff and volunteers as needed. If you do not know the information required, contact the Group Supervisor to research. At demobilization/closing: o Complete final timesheet and submit to the Group Supervisor for review and approval. o Complete after action report forms and return to the Planning Section prior to departure. 19.
Hospitality-Dormitory Job Aid Attachment 3 - 38 20. JOB AID: 21. CHILDREN’S ACTIVITY COORDINATION 22. 23. The Children’s Activities Coordinator will provide sources of entertainment to families with children while residing within the shelter. In most cases, this will be limited to the distribution of age-appropriate toys, games and activity items to parents/guardians. Some sites may have the capability to organize group activities, such as movies, sports activities, and/or creative play. 24. 25. The Children’s Activity Coordinator will: 26. Upon initial entry into the shelter: o Introduce himself/herself to the Human Shelter Services Branch Director. Receive information on the shelter situation and get a brief operational overview. Receive just-in-time training and/or refresher course that will include: o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Job duties o Shelter layout o Local information o Services/supplies available . How to request/receive these services/supplies o How to use EWA Phoenix to distribute activity items o Paper distribution documents (for backup) Receive communications equipment. o Assist with the setup of the children’s activity area. Assure that the area has been or is being set up according to the identified layout of the site (see Attachment 1, Tab 1). o Prepare and post Children’s Activity Area “hours of operation” near the site and in highly populated locations. o Receive and test all communications equipment needed for him/herself and all staff.
Children’s Activities Job Aid Attachment 4 - 39 o Inventory all activity items (see Attachment 4, Tab 2) and log into the EWA Phoenix System (see Attachment 4, Tab 3).
Children’s Activities Job Aid Attachment 4 - 40 Throughout shelter activation: o At the beginning of each shift, complete a Children’s Activities Inventory Log. Only count those items that are currently in stock within the Children’s Activities Area. Do not count those items that are checked out but should be returned. Determine need to order additional items based on a review of number of items that remain in stock and/or are anticipated to be returned based on Children’s Activities Check-out Form. o Assure that the Children’s Activity Area remains staffed at all times that it is considered “open”. If an activity or break takes you away from the area for any period of time, assure that a return time is posted and the door to the area is locked or security is posted at the area. o Distribute age-appropriate activity items to parents/guardians using the appropriate digital (EWA Phoenix – see Attachment 4, Tab 2) and paper- format (see Attachment 4, Tab 1). All reusable items must be returned or renewed every 24-hours. o If possible, develop group activities for families and advertise throughout the shelter. Volunteers from within the residency and/or from the institution may be a great resource to set these activities up and provide supervision/guidance during their execution. o Provide shelter and local information to all shelter evacuees, staff and volunteers as needed. If you do not know the information required, contact the Group Supervisor to research. At demobilization/closing: o Complete final timesheet and submit to the Group Supervisor for review and approval. o Complete after action report forms and return to the Planning Section prior to departure.
Children’s Activities Job Aid Attachment 4 - 41 27. CHILDREN’S ACTIVITIES CHECK-OUT FORM 28. 1. Resident Name:
a. Resident ID Number (from ID band):
2. Item Description:
a. Item ID (SKU or appointed ID number):
b. Item ID (SKU or appointed ID number):
c. Item ID (SKU or appointed ID number):
d. Item ID (SKU or appointed ID number):
e. Item ID (SKU or appointed ID number):
3. Date/Time Accepted:
4. Form Prepared by:
29. 30. 31. 32. 33. CHILDREN’S ACTIVITIES CHECK-OUT FORM 34. 1. Resident Name:
a. Resident ID Number (from ID band):
2. Item Description:
a. Item ID (SKU or appointed ID number):
b. Item ID (SKU or appointed ID number):
c. Item ID (SKU or appointed ID number):
d. Item ID (SKU or appointed ID number):
e. Item ID (SKU or appointed ID number):
3. Date/Time Accepted:
4. Form Prepared by:
Children’s Activities Check-out Form Attachment 4, Tab 1 - 42 35.
Children’s Activities Check-out Form Attachment 4, Tab 1 - 43 36. CHILDREN’S ACTIVIES INVENTORY LOG 37. 40. Number 41. Date/Tim 38. Item 39. SKU Count e 42. Initials 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68. 69. 70. 71. 72. 73. 74. 75. 76. 77. 78. 79. 80. 81. 82. 83. 84. 85. 86. 87. 88. 89. 90. 91. 92. 93. 94. 95. 96. 97. 98. 99. 100. 101. 102. 103. 104. 105. 106. 107. 108. 109. 110. 111. 112. 113. 114. 115. 116. 117. 118. 119. 120. 121. 122. 123. 124. 125. 126. 127. 128. 129. 130. 131. 132. 133. 134. 135. 136. 137. 138. 139. 140. 141. 142. 143. 144. 145. 146. 147. 148. 149. 150. 151. 152. 153. 154. 155. 156. 157. 158. 159. 160. 161. 162. 163. 164. 165. 166. 167. 168. 169. 170. 171. 172.
Children’s Activities Inventory Log Attachment 4, Tab 2 - 44 173. QUICK GUIDE: 174. EWA PHOENIX CHILDREN’S ACTIVITIES TRACKING 175. 176. LOG INTO EWA PHOENIX: 1. Log into the EWA Phoenix website for Virginia at: https://www.ewaphoenix.com/VA_5_2/. 177. 178.
179. 2. Select the correct event then enter your user name and password. 180. 3. Insure that you have access to the Materials Management portion of the application. a. If you can see the Materials Management in the top control bar, you have the appropriate access. b. If you do not see this, please contact the EWA Phoenix Administrator at ?????? to be appropriately set up. 181. 182.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 45 183. INVENTORYING CHILDREN’S ACTIVITY ITEMS: 184. This section will show you how to register a children’s activity item into the EWA Phoenix system. 1. Organize the Children’s Activity Area’s storage space to combine like items (24- count box of Crayola Crayons, deck of playing cards, 10-piece puzzle). 2. For each group of like items, assign a EWA identification band. Annotate on the band itself in permanent marker the description of the item. Affix the band to the table at the location of the items. 3. If this beginning of the SMS activation, complete the initiating (first) Children’s Activities Inventory Log. This can be used to assist in entering the items more quickly than one-at-a-time. 4. From the EWA Phoenix home page, roll over Material Management and click on Inventory. 185.
5. The Items screen will appear. 186.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 46 6. To enter a new item, click the “Add New” button to the bottom left of the screen. An Add Item screen similar to the below screen will appear. 187.
7. In the Item Type drop down, select “Children’s Activities”.
188. 8. Input the details for the item: a. Stock Number - the identification number from the ID band that you assigned to the item when organizing your assets. b. Description - detailed (i.e. not just puzzle, but puzzle, wooden 10-piece) c. Reorder Threshold - To have the system alert the Logistics Section when an item is low in the inventory, set the Reorder Threshold to 25% of the original counted number of the item.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 47 d. Unit – what the normal item’s unit is (i.e. 1 box of crayons, not 1 crayon) e. Count: Max No. of Units per Person per Period and Period: One Unit Lasts (in days) – If you feel the need to limit the ability of a person to receive more than a set number of an item within a set period, set the number of units that a person can get to what you feel is acceptable and then set the period. For example, a person is only allowed one box of crayons, 24-count per day. f. Organization – For all Children’s Activity items, the organization should be set at Virginia Department of Social Services. g. Events – the event you are signed in under should automatically be selected, but if it is not, be certain that the event you are working is checked. 189.
9. When the information is complete, hit the “Add” button at the bottom left of the screen.
190. 191. The Items screen will reappear. 10. The next step is to input the number of items within the “lot”. First, search for the item you just input by choosing “Children’s Activities” in the item Type drop-down menu and click the Search button. 192.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 48 11. The item you entered, should be returned to you in a listing under the “Items” area in the center of the screen. 193.
194. To add in the number of the item in the inventory, click the “Manage Lots” button. 12. From the Lots screen, you will need to click the “Add New” button at the bottom left of the screen. 195.
13. Enter the information about the lot: a. Lot Number – First indicate the location (i.e. VT Cassell), then enter the number sequentially of the shipment of item. If this is the original stock for the shelter, it should be set to VT Cassell - 1. If this is the third re-order of the item, it should be set to VT Cassell - 4. b. Manufacture – Enter the manufacture for the item. If they are all the same, you should enter the single manufacture. If there are multiple, you may enter “Various” or place all names with slashes between.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 49 c. Quantity on Hand – Enter the number of items in the current inventory. d. Expiration Date – Enter the expiration date as listed on the package. If there is no expiration date, enter “December 31, 2030”or later so that the item will not be flagged as out-o-date. e. Events – The event for which you are working, should be automatically selected. If it is not, please check the box beside the appropriate name of the event. 196.
197. Click on the “Add” button to enter the information into the system. 14. The information has been successfully entered into the system and should be displayed in the Lots screen of the system.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 50 198.
15. To add a new item into the system, click the “Return” button to return to the Item screen and click the “Return” button again to return to the Items screen. 199.
200. and click the “Return” button again to return to the Items screen.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 51 201.
202. 203.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 52 204. DISTRIBUTING (CHECKING-OUT) CHILDREN’S ACTIVITY ITEMS: 205. This section will show you how to distribute a children’s activity item to a shelter resident, staff member or volunteer through the use of EWA Phoenix. 1. Work directly with the evacuee and his family to determine what activities would be most appropriate for their children. 2. From the EWA Phoenix home page, roll over Material Management, roll over Distributions, then click on Person Distribution. This will allow for an individual to receive items without processing a mass distribution. 206.
207. The Person Search screen will appear. 208.
3. To distribute an item to an individual, either search for the person listed on the Check-Out Form by name or Badge Number (ID band). Once you have selected a name or entered a badge, click the Select Record or Search Badge button accordingly. 209. The View Person Screen will appear.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 53 210.
4. If the person that comes up on the screen is correct, click the “This IS the person I want” button. The Person Distribution Screen will appear. 211.
212. If it is not, click the “This IS NOT the Person I want” button. You will return to the Person Search Screen again to try a different search (return to #3). 5. Under New Distribution, select “Select Items for Distribution”. The filter screen will appear. 213.
6. To search for the item you will distribute, either enter the stock number (the number from the ID band assigned for that item type at the beginning of the event), enter a
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 54 description, or select “Children’s Activities” from the Type drop-down list. Click the Search button and your search results will appear. If nothing is returned, try your search again with different parameters. 214.
7. Click the “SELECT” button next to the item that the person wished to check-out. 215.
8. Check the box beside the correct lot of items from which to choose. Be certain you are selecting the lot that is within your shelter (make sure that it says the name of your location in the lot identifier (i.e. VT Cassell – 1) and that there are items in that lot on hand for distribution. Click “Add Selected Lot(s) to Inventory Cart”. 216.
9. Enter the quantity to distribute to the person (generally 1) and click “Begin Distribution”. 10. vvvvvv 217.
EWA Phoenix Children’s Activities Tracking Attachment 4, Tab 3 - 55 218. JOB AID: 219. 220. ASSISTANCE PROGRAM COUNSELING 221. 222. The Assistance Program Group assists evacuees in developing family plans that will allow for them to return back to a more normal living situation and lifestyle. Assitance Program Counselors will help evacuees determine appropriate local, State, and Federal assistance programs, both disaster and non-disaster related, that may benefit them towards reaching this goal. This Group will be activated as a need is determined by the Unified Command. 223. 224. The Assistance Program Group Supervisor will: 225. Upon initial entry into the shelter: o Introduce himself/herself to the Human Shelter Services Branch Director. o Receive a situational and operation brief from the Human Shelter Services Branch Director. o Assist with the setup of the assistance program counseling area. Assure that the area has been or is being set up according to the identified layout of the site (see Attachment 1, Tab 1) and that appropriate office supplies are on hand. o Set up a assistance program counseling schedule for each of the Assistance Program Counselors (see Attachment 5, Tab 2). Advertise their availability and the assistance that they will provide along with a sign-up capability (see Attachment 5, Tab 1). Sign-up will not occur directly for WIC Program Counselors. Assistance Program Counselors will refer evacuees to the WIC Counselor(s) for further assistance if it is determined that this program could assist in fulfilling the family’s needs. o Receive and test all communications equipment needed for him/herself and all staff. o Meet with the Assistance Program and WIC Program Counselors upon their arrival to the shelter to: Discuss the shelter situation and give a brief operational overview. Deliver just-in-time training and/or refresher course to include o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues
Assistance Program Counseling Job Aid Attachment 5 - 56 o Policy and protocol o Shelter Layout o Shelter Evacuation and Emergency Assembly Area o Job duties . Discuss potential disaster and non-disaster assistance programs available at the state and federal levels Assign “office” locations to Assistance Program Counselors and WIC Program Counselors. Distribute communications equipment. Distribute forms. o Evacuee Assistance Needs Assessment (Attachment 5, Tab 3) Throughout shelter activation: o Assure reception of situational and operational briefings from the Human Shelter Services Branch Director upon incoming shift and as needed. o Provide updates as needed to staff regarding situational status, shelter status, operational changes, briefings, etc. o Assure staff has appropriate, sufficient and operational equipment and supplies. o Assist Counselors in determination of appropriate programs to meet evacuee assistance needs. o Assist Counselors with problem and conflict resolution as needed. Request the assistance of Security if necessary. o Assure appropriate check-in and check-out of all staff has been completed. o Schedule and hold daily meetings at the beginning and ending of each shift. Use this time to discuss coming events and collect data for input into the Situation Report. o Review and approve timesheets. At shelter demobilization/closing: o Submit written notification to Human Shelter Services Branch Director of unneeded resources and/or equipment that can be reallocated or demobilized (including staff). o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released.
Assistance Program Counseling Job Aid Attachment 5 - 57 o Submit all evacuee counseling files to the Planning Section for long-term document retention. Use black permanent marker to black out all names from the forms, leaving only the ID number for reference. o Review final timesheets for accuracy and approve. o Assure all staff receive after action report forms and are given time to complete and submit them prior to departure. 226. 227. Assistance Program Counselors will: 228. Upon initial entry into the shelter: o Meet with the Assistance Program Counseling Group Supervisor to: Receive information on the shelter situation and get a brief operational overview. Receive just-in-time training and/or refresher course that will include: o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Shelter Layout o Shelter Evacuation and Emergency Assembly Area o Job duties . Potential disaster and non-disaster assistance programs available at the state and federal levels Receive post assignment. Receive communications equipment. Receive forms. o Evacuee Assistance Needs Assessment (Attachment 5, Tab 3) o Check-in as detailed in the training. o Set up and organize their “office” space. o Test communications equipment. o Set up internet bookmarks to appropriate websites for federal and state assistance programs.
Assistance Program Counseling Job Aid Attachment 5 - 58 www.dss.virginia.gov/benefit/index.html (list of programs available through VDSS and needed forms, etc.) https://jupiter.dss.state.va.us/EligibilityScreening/ (eligibility screening for VDSS assistance programs) www.vda.virginia.gov (prescription drug assistance) www.dhcd.virginia.gov (housing resources) o Familiarize themselves with the shelter layout and schedule. Throughout shelter activation: o Assure availability for all appointments and any walk-ins that may occur between appointments. o Be sympathetic, compassionate and patient in interacting with evacuees. o File all evacuee specific information within a locked file cabinet to provide a level of confidentiality to the evacuee. Keep this information within the locked cabinet unless specifically working on that case or meeting directly with that person/family. o After the initial consultation, review the case for potential assistance programs that could be useful for the evacuee. Elevate short and long-term housing and/or transportation needs to the Group Supervisor such that a report of these needs (outside of established assistance programs) can be addressed by the Unified Command and/or elevated to the Virginia Emergency Operations Center (VEOC). Discuss any other areas of concern with the Group Supervisor. Print out any pertinent information and/or forms for the evacuee and have it available for their next appointment. o After the initial consultation, schedule a follow-up within 24 hours to discuss any findings, questions, etc. with the evacuee. Be sure to utilize the posted sign-up sheet to prevent double-booking. o After the second consultation, schedule follow-up meetings as determined necessary. At demobilization/closing: o Submit evacuee counseling files to the Assistance Program Group Supervisor for long-term document retention. o Complete final timesheet and submit to the Group Supervisor for review and approval.
Assistance Program Counseling Job Aid Attachment 5 - 59 o Complete after action report forms and return to the Planning Section prior to departure. 229.
Assistance Program Counseling Job Aid Attachment 5 - 60 230. WIC Program Counselors will: 231. Upon initial entry into the shelter: o Meet with the Assistance Program Group Supervisor to: Receive information on the shelter situation and get a brief operational overview. Receive just-in-time training and/or refresher course that will include: o Daily check-in and check-out o Timesheet requirements o In-house communications and chain of command issues o Policy and protocol o Shelter Layout o Shelter Evacuation and Emergency Assembly Area o Job duties Receive post assignment. Receive communications equipment. o Check-in as detailed in the training. o Set up and organize their “office” space. o Test communications equipment. o Familiarize themselves with the shelter layout and schedule. Throughout shelter activation: o Provide appropriate WIC services to clients (i.e. intake, nutrition education, food instrument issuance, formula issuance, etc.) and document o Assure availability for all appointments and any walk-ins that may occur between appointments. o Be sympathetic, compassionate and patient in interacting with evacuees. o If paper files are utilized, file all evacuee specific information within a locked file cabinet to provide a level of confidentiality to the evacuee. Keep this information within the locked cabinet unless specifically working on that case or meeting directly with that person/family. o Maintain up-to-date registry of WIC recipients in shelter o Perform anthropometric processes and document
Assistance Program Counseling Job Aid Attachment 5 - 61 o Provide minimal appropriate nutrition education to clients and document o Assure formula-dependent infants on WIC have appropriate nourishment made available o Provide appropriate WIC services to clients (i.e. food instrument issuance, formula issuance, etc.) and document o Refer client(s) to other services as needed and document o Coordinate with other services as needed o Compile data for reporting to State WIC Office o Provide input to Assistance Program Group Supervisor for inclusion in Situation Reports o Provide in-briefing to relief shift o Document lessons learned for post-event after action report At demobilization/closing: o Submit WIC Counseling files to the Assistance Program Group Supervisor for long-term document retention. o Complete final timesheet and submit to the Group Supervisor for review and approval. o Assist in facility demobilization o Complete after action report forms and return to the Planning Section prior to departure.
Assistance Program Counseling Job Aid Attachment 5 - 62 232. ASSISTANCE PROGRAM COUNSELING FLYER 233. 234. See next page.
Assistance Program Counseling Flyer Attachment 5, Tab 1 - 63 235. AreAre youyou worriedworried aboutabout whatwhat youyou willwill dodo whenwhen thethe sheltershelter closes?closes? 236.
237. If you need help to:
- Meet daily needs,
- Return home,
- Travel to the home of a family member or friend,
- Find temporary housing,
- Repair damages to your home due to the event,
- or you would like to speak with someone to discuss your situation,
238. schedule time with a Assistance Program Counselor today!
239.SignupSignup sheetssheets areare besidebeside thethe AssistanceAssistance ProgramProgram CounselingCounseling OfficeOffice (indicate(indicate location)location).. 240. ASSISTANCE PROGRAM COUNSELING SIGNUP SHEET 241. 242. To sign up for a time, write in your ID number from your wrist band in the time slot you would like to reserve. If you cannot read your ID number, input your full name. All sessions occur within the Assistance Program Counseling Office – please arrive 5 minutes prior to your appointment. 243. TIM 244. Counselor 1 245. Counselor 2 246. Counselor 3 E 247. DAY OF WEEK: mm/dd/yy 248. 8:00 249. 250. 251. a.m. 252. 8:30 253. 254. 255. a.m. 256. 9:00 257. 258. 259. a.m. 260. 9:30 261. 262. 263. a.m. 264. 10:00 265. 266. 267. a.m. 268. 10:30 269. 270. 271. a.m. 272. 11:00 273. 274. 275. a.m. 276. 11:30 277. 278. 279. a.m. 280. NOO 281. 282. 283. N 284. 12:30 285. 286. 287. p.m. 288. 1:00 289. 290. 291. p.m. 292. 1:30 293. 294. 295. p.m. 296. 2:00 297. 298. 299. p.m. 300. 2:30 301. 302. 303. p.m.
Assistance Program Counseling Sign-Up Sheet Attachment 5, Tab 2 - 66 304. 3:00 305. 306. 307. p.m. 308. 3:30 309. 310. 311. p.m. 312. 4:00 313. 314. 315. p.m. 316. 4:30 317. 318. 319. p.m. 320. 5:00 321. 322. 323. p.m. 324. 5:30 325. 326. 327. p.m. 328. 6:00 329. 330. 331. p.m. 332. 6:30 333. 334. 335. p.m.
Assistance Program Counseling Sign-Up Sheet Attachment 5, Tab 2 - 67 336. EVACUEE ASSISTANCE NEEDS ASSESSMENT 337. 338. Upon interviewing the evacuee and his/her family, please indicate which items are needed to assist in return the family to a near normal situation. Be certain to indicate which items will be required for the person/family to be able to safely leave the shelter. 339. 340. Name: ID Number: 341. Family Members:
HOUSING
Homeless (long-term housing, VOAD)
Home destroyed in event (long-term housing, IHP, SBA, VOAD)
Home unoccupiable until repaired (short-term housing, IHP, SBA, VOAD) Home occupiable but needs repairs (IHP, SBA, VOAD) 342. Home Information 343. Rent Own 344. Insured? YES NO Event Covered? YES NO 345. Resident Information 346. How many people reside in the home? Ages:
347. Functional Needs? YES NO Type(s):
348. Pets? YES NO Type(s)/Size(s):
349. Home Repair Need (if can be repaired) 350. Financial ($) Labor (skilled) Labor (unskilled) 351. TRANSPORTATION
Fuel Only (has personal vehicle)
Evacuee Assistance Needs Assessment Form Attachment 5, Tab 3 - 68 352. To where? Distance: miles 353. Reason?
Physical Transport 354. To where?
355. Reason?
356. Functional Needs? YES NO Type(s):
357. Pets? YES NO Type(s)/Size(s):
Evacuee Assistance Needs Assessment Form Attachment 5, Tab 3 - 69 NUTRITION
Food lost in event (D-SNAP, Food Banks) 358. Reason: Electrical loss Flooding Damage to home Food a daily struggle even outside of the event (SNAP, WIC, TEFAP, Meals on Wheels, NSLP, SFSP, Food Banks, Nutrition Programs for Seniors) 359. Situation: Pregnant Child Under 5 Low Income Over 60 360. HEALTH/MEDICAL
Unable to afford health insurance/care (FAMIS, FAMIS Plus, LIFC, Medicaid, BCCPTA)
Unable to meet co-payments/deductibles for health care (MSP, Medicare)
Unable to afford prescription medications (SSA Extra Help, SPAP, ADAP, PSI)
361. Family Information (circle all that apply):
362. Low Income Children under 19 Pregnant
363. Receives SSI (Supplemental Security Income) Receives Medicare
364. Blind Disabled Institutionalized
365. Receives Medicaid LTC (Long Term Care) services 65+
366. OTHER
Unemployed
367. Reason: Event Related NOT Event Related
Evacuee Assistance Needs Assessment Form Attachment 5, Tab 3 - 70 Other:
368.
Evacuee Assistance Needs Assessment Form Attachment 5, Tab 3 - 71