spontaneous vols-swedish rc (2)

8/3/2019 Spontaneous Vols-Swedish RC (2)

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Guidelines for the reception of

spontaneous volunteers in

connection with emergencies

and disasters



2

Contents

Introduction .......................................................................... 3

1. The pre-disaster phase ................................................... 4

2. The disaster phase .......................................................... 6

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

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

Appendices

The fundamental principles of the Red Cross andthe confidentiality agreement ................................................................10

Insurance information ..........................................................................12

Registration form .................................................................................14

Agreement ..........................................................................................15

Work schedule .....................................................................................16

Exit interview ........................................................................................17

Letter of appreciation ...........................................................................18



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Introduction

THE SWEDISH RED CROSS aims at maintaining a level of preparedness that will enable it

to help disaster victims regain control of their own lives by providing

psychosocial support in various forms.

Many people contact the Swedish Red Cross in connection with emergencies and

disasters. Some offer to help on a voluntary basis, while others seek our help. We

must deal with both groups simultaneously and treat them with all the respect and

humility that they deserve. These guidelines describe how we deal with people who

offer to help the Red Cross as volunteers, i.e. spontaneous volunteers. Some of

them will continue as Red Cross volunteers when the disaster is over, while others

will not, and some may want to be put on a reserve volunteer list in the event of

another disaster.

The purpose of these guidelines is to improve the way the Swedish Red Crosshandles spontaneous volunteers and takes advantage of their will to help following

an emergency or disaster. The routines must be the same regardless of which Red

Cross facility the volunteers contact.

The organization proposed in these guidelines concerns the reception of

spontaneous volunteers at all Red Cross venues (branches, Kupan meeting-places,

and local, regional and head facilities). It is an integral part of existing emergency

plans and structures at the local, regional and national levels.

If the Swedish Red Cross is to accept spontaneous volunteers in connection with

emergencies and disasters there must, from the start, be a plan for making practicaluse of their commitment. The following guidelines contain methods, suggestions

and advice about how the Swedish Red Cross should organize, train, activate,

evaluate, thank and – for those who so wish – retain new volunteers who offer to

help in connection with emergencies and disasters. The guidelines are divided into

three sections: the pre-disaster phase, the disaster phase and the post-disaster

phase. They are followed by a number of appendices containing model documents

that will facilitate the process.



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1. The pre-disaster phase

IF WE ARE TO HELP the victims effectively, we must be well-prepared for emergencies

and disasters. The better our preparations are, the faster we will be able to act. This

section discusses what the Swedish Red Cross can do to prepare for the receptionof spontaneous volunteers before a disaster occurs.

ORGANIZATION AND RESPONSIBILITY

At the branch level the branch boards are ultimately responsible for the success of

the organization’s relief efforts. At the local, regional and head workplaces it is the

emergency management teams that are responsible.

Those in charge should assign responsibilities and decide who will do what before

the disaster. Responsibilities must be clearly defined to ensure effective action. The

following people must be available at all Red Cross venues to receive spontaneous

volunteers:

one or more volunteer leaders (depending on the scale of the disaster and how

many volunteers apply to the Swedish Red Cross)

one or more people to receive and register applications and answer telephone

inquiries from spontaneous volunteers.

The volunteer leaders have the following duties:

supervising work

assessing needs: what sort of volunteers are needed and for what?

preparing a work schedule for the volunteers conducting brief interviews with new volunteers and assessing their suitability

giving concise information, e.g. about the fundamental principles of the Red

Cross, as well as getting the volunteers to sign an agreement with a

confidentiality agreement

continuously evaluating the volunteers during the disaster phase; encouraging

them, but also dismissing those whose performance is not satisfactory

showing appreciation of the volunteers’ contribution afterwards and

evaluating their input.

Suggestion: If possible, assign the above duties among the selected volunteer

leaders before the work starts. Appoint someone to take overall responsibility.

The volunteer leaders should be people with experience of:

managing and allocating work

organizing volunteer groups

recruitment

They should be:

stress-resistant

flexible

Apart from the Red Cross basic training course, the Volunteer Leadership and the

Psychosocial Support are suitable training courses.



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People receiving spontaneous volunteers in person or taking telephone calls from

them must register them on the registration form (Appendix 3).

OTHER PREPARATIONS

Information folderIt is a good idea to prepare an information folder so that spontaneous volunteers can

be sent on their assignments as soon as possible.

The folder should contain the following:

concise information about the Swedish Red Cross

information about the fundamental principles and confidentiality agreement

(Appendix 1)

insurance information – make sure that it is up to date (Appendix 2)

a registration form (Appendix 3)

an agreement and confidentiality agreement (Appendix 4)

Updated information about the disaster can be added to the folder later.

Suggestion: It is a good idea to keep a supply of registration forms that can beused by people who take calls and receive volunteers in person.

Other information

Discuss in advance and plan how to use the local Red Cross website, as well as

other information channels, so as to be able to recruit volunteers in the event of an

emergency or disaster. To save time, post as much information as possible about

the need for volunteers on the website.

General tasks

In almost all disaster situations in which the Swedish Red Cross is involved it

needs:

1. volunteers who carry out assignments and are there for the victims

2. volunteer fund-raisers

Specific tasks

The Swedish Red Cross cannot send spontaneous volunteers with competence other

than those mentioned above, such as psychologists, to do disaster relief work

without preparation. The Red Cross already has people to perform such tasks.

However, spontaneous volunteers who undergo Red Cross basic training can take

part in activities organized by us during the post-disaster phase, for example self-

help groups.

External psychosocial support

Efforts should be made before an emergency or disaster occurs to find out where

external psychosocial support is available locally in case it is needed for the

volunteers and employees during the disaster or post-disaster phase.



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2. The disaster phase

To ensure that the victims get the help they need as soon as possible, it is essential

to start the activities described below without delay. In the case of a major disaster

these tasks will have to be divided among several people.

1. NEEDS ANALYSIS, RECEPTION OF VOLUNTEERS AND INTERVIEWS

The moment volunteers call or come in person to offer their services, they should

be registered, even if the need for volunteer input is not yet known. That being the

case, say that the Swedish Red Cross is in the process of organizing the relief effort

and deciding where volunteers are needed. Say: “We will get back to you as soon

as we know whether we need help”. Write down their contact details! (See the

registration form, Appendix 3.)

The volunteer leader(s) need(s) to find out: What tasks needs to be carried out?

When will the work start and how long is it expected to take?

How many people are needed?

2. WORK SCHEDULES

The volunteer leader(s) must prepare a work schedule for the intervention on which

the need of volunteers and the volunteers’ working hours are entered on a

continuous basis. (See Appendix 5). Shifts should not be longer than 8 hours and

the period of rest should be the same.

3. INTERVIEWS

If there is time, the volunteer leader(s) should assess the new volunteers’ suitability.

When a large number of people want to volunteer at the same time, the assessment

will tend to be based on “gut feeling”. Here are some examples of the sort of

questions that may be asked:

“Why do you want to help?”

“What skills or training do you have that might be useful in this situation?”

“How much time can you spare and to what extent can you arrange your own

transport?”

Interviewers should be temporarily relieved of their other duties. Make notes about

each person interviewed.

If you are pressed for time, go straight on to the information briefing and try to

make a suitability assessment during the briefing.

4. INFORMATION

All new volunteers need information before starting on their assignments. Give

them the following information and, if there is time, talk it over.

The fundamental principles of the Red Cross and confidentiality agreement(Appendix 1)



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Signing of an agreement and confidentiality agreement (Appendix 4). These

must be signed and returned to the volunteer leaders before the volunteers

start their assignments!

Insurance (Appendix 2)

Update on the disaster situation

The role of the Red Cross in the relief effort The assignment, person in charge, times, meals etc.

Use the registration form to access contact details concerning the volunteers who

are given assignments. Volunteer leaders are responsible for ensuring that the form

and the signed agreement are kept in a safe place.

5. FOLLOW-UP

When the volunteer leader has the time, he/she must check to ensure that:

the volunteers are familiar and comfortable with their assignments

the volunteers are kept informed about developments

the volunteers take breaks and sign off/are relieved on time

the volunteers are given food and drink.

2.1 Advice for difficult recruitment situations

Sometimes the volunteer leader(s) may face difficult recruitment situations. These

are more common in connection with disasters than in day-to-day Red Cross work

since there is not usually enough time to assess people’s suitability. Here are some

examples of such situations and suggestions about how to deal with them.

UNSUITABLE VOLUNTEERS

It is impossible to make sure that everyone who offers to help as a volunteer is

suitable for the task. For one thing, volunteers may be affected by the situation,

either personally or through family members. The following simple advice is

offered to make it easier to turn down offers of help respectfully:

Be tactful. Explain that at the moment there is no suitable volunteer work for

her/him.

Do not send them somewhere else where they will become someone else’s

problem. Thank them for their offer and say that you have made a note that

they want to help. Do not promise to contact them later!

If a person you have turned down becomes troublesome, ask someone else onthe premises for help.

IF YOU RECEIVE MORE OFFERS OF HELP THAN YOU NEED

Make a note of all the offers you get since you never know what the need may

be in the future.

If you have time, contact the people who have volunteered but not been given

an assignment. Ask them if they wish to remain on the volunteer list in case

the situation changes.

Keep contact details for use after the disaster. Perhaps some of the volunteers

would like to take part in some other Swedish Red Cross activity.



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ENDING VOLUNTEERS’ ASSIGNMENTS

There is always a risk that people who are not suitable for an assignment “worm

their way in”. In such situations you must ask them to leave unless they achieve the

desired results after a warning. Act at once if you feel that a person is not up the

job! See Appendix 6 for a model exit interview.

Consider the alternatives: can the volunteer be reassigned to other work?

Arrange for two people to meet the volunteer in private.

Tell the volunteer that the interview is strictly confidential.

Give specific examples of things that have not worked well and explain why.

Let the volunteer give his/her side of the story.



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3. The post-disaster phase

DEBRIEFING

The volunteer leader(s) should follow the volunteers’ work after the intervention,mainly in order to find out whether anyone is having a hard time and needs help.

Appropriate measures:

Summon the volunteers and discuss the intervention; let everyone describe

how they experienced the intervention and how they feel.

Offer professional relief counselling to those who need it.

Let the volunteer leaders give their view of the group’s contribution.

Offer the volunteers the option of continuing as volunteers in other Swedish

Red Cross activities or being listed as “reserve volunteers” available for

future disasters.

Collect and complete the registration forms with all contact details so that

reserve volunteers can easily be contacted in the event of another disaster, e.g.

by e-mail.

Volunteer leaders need debriefing too. The person or body in charge of the disaster

relief intervention (branch board, executives etc.) is responsible for making sure

that they are debriefed. If the Red Cross itself cannot arrange this, it should engage

external expertise.

CONCLUDING EVALUATION

When some time has elapsed after the disaster a more complete evaluation may

help to strengthen and improve future relief efforts. This evaluation is the

responsibility of the branch board or the regional/national executives in the area

where the relief effort was delivered.

The evaluation should answer some or all of the following questions:

What made the intervention necessary?

How did our organization perform?

Did we do what we set out to do?

How many new volunteers offered their services?

How were they received?

Were they all needed?

Could we have achieved more with the volunteers who joined us? What lessons have we learned?

How will we incorporate these lessons in our future planning?

Who is responsible for making sure that this is done?

LAST BUT NOT LEAST

Thank the volunteers by writing them a letter of appreciation or arranging a

reunion. And also thank those who volunteered but were never given an

assignment. Perhaps they would like to take part in some other activity or help out

next time there is an emergency or disaster! (Letter of appreciation, Appendix 7).



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APPENDIX 1

The fundamental principles of the Red Cross

The fundamental principles of the Red Cross are identical with Red Cross values.

They are the bond that holds the entire movement together and must be embraced

by all volunteers who seek an active role in the movement. There are sevenprinciples altogether. The first two embody our goals, then there are two principles

describing the means to achieve these goals and the last three have to do with our

organization.

HUMANITY

The Red Cross seeks to prevent and alleviate human suffering wherever it occurs.

Its aims are to protect life and health and promote peace.

IMPARTIALITY

The Red Cross makes no distinction on the grounds of religion, ethnicity,

nationality or political views. We are opposed to all kinds of discrimination. Westrive for diversity in our organization and welcome everyone who shares our

values.

NEUTRALITY

In order to maintain public confidence in the Red Cross as a humanitarian

organization we never take sides in conflicts. We are on the side of the individual.

INDEPENDENCE

We are independent and free. We sometimes collaborate with governments or

public authorities, but only if this is consistent with our fundamental principles.

VOLUNTARY SERVICE

Our activities are based on the voluntary principle.

UNITY

There is only one Red Cross society (or Red Crescent) in each country, and we

operate in most countries.

UNIVERSALITY

All national Red Cross societies are mutually responsible for each other. They have

an obligation to help each other and the right to request help from one another.

The Red Cross confidentiality agreement

As a volunteer you meet people who receive support or take part in various Red

Cross activities. These are people who for one reason or other need your and other

volunteers’ humanitarian assistance in order to change and improve their situation.

When you meet such people you will receive their confidences and get an insight

into their private lives. In order to retain people’s confidence in you as a volunteer,

it is essential that you do not under any circumstances, not even when your

assignment is over, disclose anything that has come to your knowledge in

connection with your Red Cross work.



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APPENDIX 2

Swedish Red Cross insurance policies for volunteers

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

GROUP ACCIDENT INSURANCE

This insurance policy covers travel directly to and from an activity.

There is no excess on the policy.

Under this policy, the cost of medical care and travel incurred as a result of the

accident is reimbursed. “Accidental injury” is defined as bodily injury involuntarily

sustained by the insured person as a result of a sudden external event (accident).

If the insured person has to visit a doctor or dentist as a result of an accidental

injury, compensation is paid for any clothing, cycle helmets, spectacles, hearing

aids and other disability aids damaged as a result of the accident. The maximumcompensation is 0.2 base amounts.

If the injury results in disablement, the policy pays compensation up to 20 base

amounts. In the event of death the compensation is 1 base amount.

Injuries: AIG Försäkring must be notified of the accident without delay. The

insurance number 1043700 is to be mentioned in communications with AIG.

Order claim forms from AIG:

Skadeavdelningen

AIG Försäkring

Box 3122103 62 Stockholm

Tel: 08-506 920 80 Fax: 08-506 920 95

GROUP MOTOR VEHICLE INSURANCE

Volunteers are eligible for insurance cover for motor vehicle damage that occurs

during travel connected with an activity organized by the Swedish Red Cross.

The excess on the group motor vehicle insurance policy is 2 per cent of one base

amount. However, if the vehicle is not covered by a valid motor hull insurance

policy, If Skadeförsäkring’s lowest standard excesses for each class of damage are

applicable instead. Insurance number: NM993413-7689.

Claims are submitted by sending the following documents to If Skadeförsäkring:

a copy of the claim that was sent to the insurer of the vehicle;

a certificate issued by the person responsible for the Swedish Red Cross

activity to the effect that the transport took place in connection with an

activity organized by the Swedish Red Cross;

a receipt or equivalent proof (e.g. copy of excess invoice) that the excess has

been paid.



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The above documents are to be sent to: If Skadeförsäkring

Skadecenter Företag

Box 190

851 03 Sundsvall

Phone: 020-56 56 56

CIVIL LIABILITY INSURANCE

This insurance covers liability for bodily injury and/or material damage in

accordance with tort law. The insurer is Länsförsäkringar, insurance number

9073383, telephone number 08-562 833 90.

CONTACT PERSON

The telephone number of the Swedish Red Cross contact person for insurance

matters is 08-452 46 00. (Ask for the person responsible for insurance matters).



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APPENDIX 3

Registration form

Registration date ............................................................................................

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

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

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

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

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

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

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

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

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

Availability

The following days or dates: ...............................................................................

whole day

morning

afternoon



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APPENDIX 4

Agreement between a volunteer and the Red Cross inconnection with emergencies and disasters*

I will comply with the fundamental principles of the Red Cross in myvolunteer assignment.

I and the Red Cross (volunteer leader) agree on the content andextent of the assignment.

By signing this agreement I will comply with the confidentialityagreement.

I am aware that I may be suspended from my volunteer assignment if Ibreach the terms of this agreement.

____________________________Place and date

_____________________________ ___________________________ Volunteer’s signature Volunteer leader’s signature

Next of kin

Name:................................................................................................................

Address:.............................................................................................................

Telephone no.: ...................................................................................................

Mobile phone:....................................................................................................

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

• The agreement is only applicable to the ongoing disaster. A new agreement must be signed

for an assignment in another activity (see the Swedish Red Cross Volunteer Manual). The

volunteer leader keeps the original.



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Work schedule

Week _______

* Recommended working time: 8 hours

Shift* Monday Tuesday Wednesday Thursday Friday



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APPENDIX 6

Exit interview

When the Red Cross decides to exit an assignment because of the

volunteer’s unsuitability for the assignment.

Volunteer’s name: ........................................................................

Give the volunteer credit for his/her efforts during the assignment.

.....................................................................................................

.....................................................................................................

.....................................................................................................

Give specific examples of things that have not worked well duringthe assignment.

(Use the agreement as a starting-point.)

.....................................................................................................

.....................................................................................................

.....................................................................................................

Tell the interviewee that you are reporting the exit agreement tothe branch board.

.............................................................................................................

.............................................................................................................

.............................................................................................................

Date: ………………................

Interviewer:

………………………………………………………………………….….

*The volunteer leader must make sure that this document is kept together with the

agreement and contact details for the person in question.



APPENDIX 7

The Red Cross wishes to extend its sincere

appreciation

to you for offering your services as a volunteer and helping

your fellow human beings in connection with the Red Cross

relief effort in ………………….

Red Cross humanitarian work depends on the willingness of

individuals to help the victims of an emergency, wherever it

occurs and whoever the victims are.

You will always be welcome as a member and volunteer in

the world’s largest humanitarian network, and we hope that

you will help us in the future.

………………………………………… Red Cross board

Date …………………..

……………………………………………….Chair

Contact details

Red Cross branch:

Address:

Telephone number:

E-post:

Municipality website:

www.redcross.se

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