Approved December 22nd 2020 Disaster Response and Pandemic Resource Case Management 1 Approved December 22nd 2020 LTRG Case Management Response Impacted by Pandemic This document provides members of the National VOAD movement with guidance for operations and service to impacted households and neighborhoods in the event of a crisis that is coupled with the added implications of a pandemic (such as COVID-19). Written by National VOAD members and partners for the membership, it is not intended to suggest a “one size fits all” response; rather, it is meant to be coupled with current state and local pandemic guidelines along with other pertinent resources such as those found at the end of the document. It should also be noted that the National VOAD Points of Consensus shall be followed. Response to Natural Response to Pandemic Potential Difficulties Suggested Response Disaster Only Only when Disaster Occurs Adaptations with (non-pandemic) During Pandemic Disaster Under COVID-19 Outreach, Information and Referral, Outreach, Information and Referral, Outreach, Information and Referral, Outreach, Information and Referral, and Screening and Screening and Screening and Screening Vulnerable survivors often need Volunteers/personnel performing Restricts person-to-person contact May be completed with available in-person support to register with person-to-person contact must follow technology Limited availability of Personal FEMA and complete the process to critical health and safety protocols Protective Equipment (PPE) Non-in person contact needs to be submit required documents, and/or when interacting with survivors to considered: utilize phone calls, to connect with resources obtain signatures on documents Disaster Assistance Centers and emails, and text messaging when gathering spaces are limited or Person-to-person contact is limited, possible. Door-to-door canvassing avoided must be kept to a minimum using safety protocols. Non-contact Messaging about assistance requires distribution of material preferred At risk populations may need to be intentional delivery limited from serving Additional recommendations for in Technology challenges person contact: 6-foot tables, with the worker on one end of the table and the survivor/ applicant on the other end Visit with one person at a time, unless the survivor must be accompanied by one support person for the purpose of interpretation related to language or the need for physical or other support Hand sanitizer must be on the table Case Management 2 Approved December 22nd 2020 Face coverings must be worn for personnel and available to survivors Proper cleaning of all surfaces in contact with survivors is required between each meeting, including shared touch screens Pens must be new for each survivor Bathrooms must be accessible and disinfected between each use Intake, Assessment, and Intake, Assessment, and Intake, Assessment, and Intake, Assessment, and Development of Recovery Plan Development of Recovery Plan Development of Recovery Plan Development of Recovery Plan Client eligibility is determined, cases Person-to-person contact is limited, Person-to-person contact is limited, May be completed with available are prioritized, case managers are must be kept to a minimum must be kept to a minimum technology assigned, immediate needs are Can be completed with available Limited availability of Personal Alternative options include mailings, identified, referrals are made technology Protective Equipment (PPE) online video meetings (e.g., Zoom, Understand past, current and Skype, GoToMeeting), phone calls Technology challenges preferred scenarios, clarify long-term and verbal consent objectives and establish realistic goals, and identify action steps Advocacy, Monitoring and Closure Advocacy, Monitoring and Closure Advocacy, Monitoring and Closure Advocacy, Monitoring and Closure Identify services, present cases to Person-to-person contact is limited, Person-to-person contact is limited, May be completed with available LTRG, monitor objectives, maintain must be kept to a minimum must be kept to a minimum technology contact with client, program and Can be completed with available Alternative options include mailings, client outcomes are measured Limited PPE technology online meetings (e.g., Zoom, Skype, Technology challenges GoToMeeting), phone calls and verbal consent It is important for survivors/clients to be empowered and supported in taking control of their recovery. All functions must be done with the consideration of their comfort in working with case managers, volunteer coordinators, construction coordinators, volunteers and others in a pandemic. Flexibility will be needed as the pandemic spreads, exposure and infection of those working in local disasters are assessed. Case Management 3 Approved December 22nd 2020 Construction Management Response Impacted by Pandemic This document provides members of the National VOAD movement with guidance for operations and service to impacted households and neighborhoods in the event of a crisis that is coupled with the added implications of a pandemic (such as COVID-19). Written by National VOAD members and partners for the membership, it is not intended to suggest a “one size fits all” response; rather, it is meant to be coupled with current state and local pandemic guidelines along with other pertinent resources such as those found at the end of the document. It should also be noted that the National VOAD Points of Consensus shall be followed. Response to Disaster Response to Pandemic Potential Difficulties Suggested Response Only (non-pandemic) Only when Disaster Occurs Adaptations with (Construction is not necessary in During Pandemic Disaster Under Pandemic response to a pandemic only.) Receive an assessment/estimate Receiving a request in person or Use a secure online process, such as request from Case Management for a meeting Case Manager for any details encrypted email, to send the client cost of repair estimate regarding the client situation is a construction estimator a request for challenge a cost estimate for a location (confidential information may be included) Do an on-site assessment/estimate On-site visit in person and the Visit with the homeowner should be (may be accompanied by the Case presence of the Case Manager at initiated by the Case Manager by Manager) client’s home phone, email, or text messaging app. The Estimator should use photos to identify damage. Take measurements of house/rooms without homeowner present when possible or practice social distancing, wearing masks, and frequent hand washing/sanitizing Put together an estimate with an No issue No issue. Work on Construction assessment worksheet and Packet in estimator’s private space, homeowners repair agreement (HRA) using phone and email for vendor (Construction Packet) pricing of items not generally used. Deliver Construction Packet to Case In person conversation with the Case Utilize a secure online/email process Manager for presentation to a Manager addressing any questions on to send Construction Packet to Case resource table Construction Packet Manager. Note that some information may contain confidential Construction 1 Approved December 22nd 2020 information. Use secure communication only Once project has been resourced, A construction team (when more When the Construction team includes prepare project schedule for starting than one person) must maintain safe more than one person, use video date working with the construction social distancing conferencing, phone and email to team discuss planning a project schedule. If in person communication is necessary use all recommended social distancing, wearing of masks and hand washing/sanitizing protocols Visit homeowner to get homeowners In person signature of homeowner’s Leave a copy of the homeowner's repair agreement signed agreement repair agreement (HRA) with the client (electronic copy to the case manager) for review and signature and communicate by phone for any questions or additions. Receive signed HRA in same manner. May leave and receive HRA in designated area to lessen physical contact Secure any architecture or Meeting at architect/engineer in A line of communication between the engineering requirements/permits office or on-site Architect/Engineer Office and that need done in order to start Construction Management office project including drawing and any should be defined. It may not be in specification person but using other methods of sharing documents. Secure methods should be established Secure building materials. Store Individuals obtaining, storing, Vendor deliveries should be utilized on-site, warehouse, available for warehousing and/or delivering as much as possible. Any in person store pickup or delivery etc…for project materials material procurement should be project start done according to State and local recommendations and requirements on safety protocols, such as, social distancing, wearing of masks and limit store occupancy Construction 2 Approved December 22nd 2020 Schedule volunteers and/or Scheduling volunteers Plan volunteer group size according contractors to prepare worksite and to the local recommendation, Preparing the worksite for perform the work restrictions and requirements ( i.e. contractors/volunteer arrival group of 10 or less) Site preparation should be limited to only necessary items for that group Meet with contractors if being In person meeting with the In person meetings with contractors utilized for all or part of the project contractors should be done using all the (Collect