Service Delivery Plan Template - Excel - Excel

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Service Delivery Plan Template - Excel - Excel Powered By Docstoc
					TIPS FOR THE DISASTER RELIEF OPERATION TO
COMPLETE THE SERVICE DELIVERY PLAN (SDP)
WHAT OPERATIONS REQUIRE COMPLETION OF THIS SERVICE DELIVERY PLAN
(SDP) TEMPLATE?
All level 3 and above operations should complete this SDP template.

BEFORE FILLING OUT THE SERVICE DELIVERY PLAN (SDP) TEMPLATE
Service delivery should not wait for completion of the SDP. Please request supplies,
people, etc and provide service as soon as possible.
Likewise Directors, Administrators, Managers, and Chapter Support Units should be
having conversations with chapters about service delivery before filling out the SDP.
The leadership team at DRO HQ should bring the knowledge gained from the
conversations with chapters to filling out the SDP. In particular, the leadership team
should bring knowledge on what the chapters have done to initiate the "5 key activities"
and find out the chapters' view of the community needs
DUE DATE FOR INITIAL SERVICE DELIVERY PLAN (SDP)
The goal is for the operation to complete the initial SDP on day 3 after the impact of the
event although the operation does have until day 5 (the earlier the better). For hurricane
responses, the SDP should be completed between 3 and 5 days after landfall of the
hurricane.
FILLING OUT THE SERVICE DELIVERY PLAN (SDP)
The Director should try to pull all the leadership team into one room to complete the
SDP template together. On some operations the leadership team could be
Administrators or Managers or a combination of both.
Completing the SDP with the whole leadership team in one room should promote
integrated service delivery and ensure that support services can advise direct services
on what is possible and cost effective. Additionally, support services can advise on
when the staff and stuff will arrive on the operation to provide service to the clients.
The leadership team should consult with chapters while completing the SDP.
The leadership team can see the "SDP Sample" tab to see the types of information a
completed SDP could contain.
The Information Management Support Group (and probably the Financial and Statisical
Information Activity in particular) can help type the information in the SDP.
More detailed instructions on how to fill out the plan are at the top of the SDP template.
If this is an event that covers a large geographical area, the operation may find it helpful
to create a "matrix" that organizes certain information by whatever geographic breakout
makes the most sense for for the operation. This is not a requirement but may be
helpful.
NAMING THE DOCUMENT
Please save the SDP using the following naming convention: "DR XXX YY SDP Month
Day Year." An example is "DR 462-09 SDP 05 01 09"

AFTER THE OPERATION FILLS OUT SERVICE DELIVERY PLAN (SDP)
The Disaster Relief Operation (DRO) Director should email the completed SDP to their
contact at the Disaster Operations Center (DOC) who distributes the SDP to the Activity
Leads at the DOC.
Activity Leads at the DOC will review and discuss the SDP with their contacts on the
operation and then send any requested changes to the Operation Lead at the DOC.
The Operation Lead at the DOC will send a consolidated list of requested changes to
the DRO Director who should review the changes with the appropriate Administrator or
Manager and make the changes as they think appropriate.
DOC and the DRO may discuss the requested changes on a conference call.
Once all appropriate changes are made by the DRO, the DRO Director should forward
the SDP to the DOC.
If everything looks fine, the DOC approves the SDP.

SHARING THE SERVICE DELIVERY PLAN (SDP)
Once approved by the DOC, the full SDP should be shared with all chapters.
Notice that the 5th tab of this workbook is called "Service Delivery Plan Summary" and is
intended to help the operation share key portions of the SDP with all Red Cross workers.
Most of the information on this tab automatically carries over from the "Service Delivery
Plan Template," but the operation should review it carefully.
The "Service Delivery Plan Summary" should be shared widely within the operation; this
summary is not a secret
Managers and Supervisors are expected to share the "Service Delivery Plan Summary"
with Service Associates.
The "Service Delivery Plan Summary" should be distributed to workers in every Red
Cross site.
The "Service Delivery Plan Summary" can be posted in common areas so that everyone
sees it- even post it in the bathroom if necessary!!
Although the SDP and summary state "FOR INTERNAL USE ONLY", Partner Services
can share PIECES of the SDP with partners through the appropriate methods. Contact
Partner Services Leads at NHQ for more info on how to do this.
Because of the wide distribution of the SDP or summary there is a possibility that it may
fall into the hands of clients or media. Therefore, please be sure the document contains
respectful language especially as it pertains to the client population. The document
should be one that we would gladly stand by if it ends up outside of the Red Cross.
USING THE SERVICE DELIVERY PLAN
The DRO should be using the SDP as a management and communication tool so that
the all units of the relief operation are using the same strategy. This strategy will help
guide the actions and decisions of the workers on the operations

UPDATING THE SERVICE DELIVERY PLAN
The DRO should update and re-share the SDP when something changes significantly
that makes it out-dated.
Additionally, scope and scale will drive how often the SDP needs to be re-submitted to
NHQ. The DRO should talk to its contact at the DOC about this.
On any SDP updates, the DRO may be adjusting some information but leaving other
information the same as the previous service delivery plan. In order for everyone to
know what has changed, please make any cell you have adjusted yellow. The IMS
group will help with this color scheme.
Service Delivery Plan Development on a Relief Operation
A key to effective and efficient delivery of services is a well-developed service delivery plan for the relief operation. The service delivery plan
identifies the clients' needs for this response and how the Red Cross will try to meet them. Below is a representation of how the service
delivery plan is developed on a relief operation.
Incident occurs
                                                Incident / Event
                                                                                                                                            START HERE
Chapter(s) responds by doing the 5 Key
Activities (initial service delivery)        Initial Response and
                                                  Assessment




                                                                             Initial Response
Initial Incident Report(s) by Community
Chapter(s) to Regional Chapter(s) to SCC     Initial Incident Report
and/or DOC
Integrate Chapter(s) into a Relief           DRO leadership and
Operation. DRO Leadership gets                 headquarters
assigned and HQ stands up.                      established
DRO Director establishes call with chapter
                                                DRO & Chapter
leadership.
                                                 Leadership
                                              Conversations and
                                               Conference Calls
DRO Director pulls together entire                                                                                               Service Delivery Plan implemented by
leadership team for Service Delivery Plan                                                                                        Chapter(s) and volunteers and staff on
                                                                         Implement Plan, Re-assess, update service
meeting (including support services).                                                                                            operation. DRO HQ leadership assess
                                                                                 delivery plan as required
Leadership team contacts chapters before                                                                                         progress of plan with input from chapters
and throughout meeting for input.                                                                                                and field
Conversations in meeting revolve around                                                         Share Service Delivery Plan in   Orientations, Job Inductions, operations
completing Service Delivery Plan                                                                orientations, job inductions,    briefings, and daily meetings are
template.                                      Director initiates
                                                                                                operations briefings, etc        opportunities to share Service Delivery
                                             Service Delivery Plan
                                                                                                                                 Plan with volunteers and staff. Consult
                                                meeting using
                                                                                                                                 with Partner Services and Public Affairs
                                                   template.                                                                     on what can be shared externally.

                                                                       Complete                                        NHQ Disaster Operations Center
                                                                       Service Delivery                                reviews, requests changes to, and
                                                                       Plan Template                                   approves Service Delivery Plan.
                                                                       and send to      Service Delivery Plan Review &
                                                                       DOC              Approval
          FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

SERVICE DELIVERY PLAN (SDP)
Today's Date (date that SDP is submitted by operation to NHQ)
Enter DR#
DR Name
Level (1-7)
Accounting Unit
Projected Date to complete transition from DRO HQ to chapters
1) Gather Information about the disaster event and immediate Red Cross response
What happened? (What type of disaster is this?)            When did the disaster or evacuations begin? (only put a date in
                                                           this cell, do not put text)


Where did the disaster/evacuations happen? (in what              Initial Response of chapters focusing on Five Key Priorities in
general geographic area)?                                        the first few days of the disaster:




What is the best information on the numbers of dwellings affected? (if this is an impact or area assessment then put the
numbers in the affected boxes) see 5233 for county breakout:
                    Destroyed      Major       Minor         Affected       Inaccessible               Total
Single Family                                                                                                                           0
Mobile Homes                                                                                                                            0
Multi-Family                                                                                                                            0
Total                         -           -             -             -                             -                                   -
Estimated % Units Insured
Estimated % Units Owner Occupied
These numbers were collected using the following DA method:
# of Red Cross workers needed to complete Disaster Assessment (should only include those who can work
almost every day of the operation for almost an entire shift each day. This should include workers already on the
operation, workers not yet the on operation, locals, and non-locals)

Other important Disaster Assessment issues/concerns such as damage to infrastructure, power outages, highway closures,
damage to water systems, possibility that the disaster will spread, etc. are:




# of fatalities (write the best estimate- does not have to be limited to confirmed fatalities)
Number of hospitalized (write the best estimate- does not have to be limited to confirmed)
# Missing (write the best estimate- does not have to be limited to confirmed missing)
A history of similar disasters is :




                                                                                                     Template last revised 11/06/2009
          FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

2) Identify who are our clients
Who needs Red Cross Services? Include in your summary any cultural, economic, geographic, age, religious groups,
languages, special needs, etc., that may influence service delivery:




Enter important      Enter potential affect of demographic aspect on service delivery
Demographic
aspect (i.e.. Socio-
economic) of area




3) Identify Clients Needs
What types of needs might the clients have? Be descriptive because the rest of this document revolves around meeting
these client needs. Include needs the Red Cross may not be able to meet.




4) Identify items of assistance and services needed and determine appropriate method/activity to deliver services
and assistance
Assistance and Service Method: SHELTERING
What is the overall strategy for sheltering? Are we setting up congregate shelters? Are people sheltering in place? How long
do we anticipate sheltering to continue? How are pets being sheltered? Are there any evacuation issues? Any other
sheltering issues, concerns?




The operation is going to ensure that all shelters have adequate health and mental health services coverage by (consult with
CLS about the guidance for this):


Our partners are going to assist clients in sheltering by:


# ARC Managed (Model 1) and Partner (Model 2) Shelters already opened (including those opened but now
closed)
# ARC Managed (Model 1) and Partner (Model 2) Shelters anticipated to open (not including those in the line
above)
# ARC Managed (Model 1) and Partner (Model 2) Shelters currently open




                                                                                                     Template last revised 11/06/2009
           FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Enter # overnight shelter stays that happened and ARE ANTICIPATED:
Day 1               Day 2          Day 3       Day 4      Day 5                 Day 6           Day 7           TOTAL WEEK 1
                                                                                                                0
TOTAL WEEK 2         TOTAL           TOTAL          TOTAL         TOTAL         TOTAL           TOTAL           Total Overnight
                     WEEK 3          WEEK 4         WEEK 5        WEEK 6        WEEK 7          WEEK 8          Stays
                                                                                                                0
# of Red Cross Mass Care Sheltering workers needed (this should only include those who can work almost every
day of the operation for almost an entire shift each day. This should include workers already on the operation, not
yet on the operation, locals, and non-locals)
# of Red Cross Health Services workers needed to staff shelters (this should only include those who can work
almost every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)
# of Red Cross Mental Health services workers needed for shelters (this should only include those who can work
almost every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)

Assistance and Service Method: FEEDING
What is the overall strategy for feeding? Are we planning on feeding at shelters, fixed feeding, and/or mobile feeding? Are
we preparing and distributing the meals? Are there any cultural or dietary requirements in the community? Any other feeding
issues, concerns?




Our partners are going to assist clients in feeding by:




Enter the number of Red Cross meals and snacks served AND ANTICIPATED to be served on a daily and then on a weekly
basis. Include meals that are donated if Red Cross is serving them. Include meals Red Cross is paying for even if Partners
are serving these meals.
                   Day 1          Day 2        Day 3         Day 4       Day 5        Day 6         Day 7         Week 1
                                                                                                                  Total
# Meals                                                                                                           0
# Snacks                                                                                                          0
                     WEEK 2          WEEK 3         WEEK 4        WEEK 5        WEEK 6          WEEK 7          WEEK 8         TOTAL
# Meals                                                                                                                        0
# Snacks                                                                                                                       0
Anticipated Average Cost per meal (donated meals should be factored in at $0)
Anticipated Average Cost per snack (donated snacks should be factored in at $0)
# Fixed Kitchens anticipated (e.g. In Churches, schools, etc.) (include those already set up)
# Mobile Kitchens anticipated (e.g. Sysco, Southern Baptist) (include those already set up)
# Fixed Feeding Sites anticipated (including those already set up)
# of ERVs or vehicles anticipated for mobile feeding (including those already on the operation)
Average # Days ERVS anticipated to be on operation
# of Red Cross Mass Care Feeding workers needed (this should only include those who can work almost every
day of the operation for almost an entire shift each day. This should include workers already on operation, not yet
on the operation, locals, and non-locals)




                                                                                                        Template last revised 11/06/2009
           FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Service Method: BULK DISTRIBUTION
What is our overall strategy for bulk distribution? Are we planning on doing bulk distribution at shelters, fixed sites, and/or
mobile distribution? List the items you most anticipate to distribute to clients. Other bulk distribution concerns, issues such as
health or safety items to be distributed?




Our partners are going to assist clients in bulk distribution by:


# of bulk distribution sites anticipated (including those already set up)
# of Box Trucks or other vehicles anticipated to be needed for bulk distribution (including those already on the
operation)
Average # Days Bulk Distribution Box Trucks anticipated to be on operation
# of clean-up kits anticipated to be distributed to clients
# of Red Cross Mass Care Bulk Distribution workers needed (this should only include those who can work almost
every day of the operation for almost an entire shift each day. This should include workers already on operation,
not yet on the operation, locals, and non-locals)

Service Method: CLIENT SERVICES
What is the overall strategy for Client Casework? Has authorization been given from NHQ to do financial assistance for non-
Health and Mental Health cases? Are we planning on doing casework at shelters, service delivery sites, outreach, aid
stations, integrated care teams? Are there other Client Casework concerns, issues?




Our partners are going to help us in meeting the Health, Mental Health, and Caseworker needs by:



Using the disaster assessment numbers listed above, predict what percentage of these will result in cases (be sure to factor
in demographics of affected areas):
% Destroyed              % Major          % minor          % affected anticipated to   % inaccessible # Fatalities    Total anticipated Cases
anticipated to result in anticipated to   anticipated to   result in case              anticipated to
case                     result in case   result in case                               result in case

                                                                                                       0                                        -
Anticipated $ Case Average (Include casework, Health Services, and Mental Health Services in this average)

Anticipated # of "Jumpstart to Recovery Kits" to be distributed
Anticipated # Service Centers
Number of days needed to complete casework
# of Red Cross Client Caseworkers needed (this should only include those who can work almost every day of the
operation for almost an entire shift each day. This should include workers already on operation, not yet on the
operation, locals, and non-locals)




                                                                                                              Template last revised 11/06/2009
         FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

What is your overall strategy for Health Services? How will Health Services provide service to clients? (e.g. hospital visits,
public health messaging, outreach, integrated care teams to those injured and hospitalized, advocacy and referrals). Are
there other Health Services concerns, issues? (note that number of Health Services workers needed for shelters is captured
under sheltering above)




# of Total Cases from above that are anticipated to have Health Services Class 5 Needs
# of Red Cross Health Services workers needed for cases (not including those needed for shelters listed under
sheltering above) (this should only include those who can work almost every day of the operation for almost an
entire shift each day. This should include workers already on operation, not yet on the operation, locals, and non-
locals)

What is your overall strategy for Mental Health? How will Mental Health provide service to clients- condolence visits, public
health/mental health messaging, outreach, integrated care teams to those injured and hospitalized, PFA training, advocacy
and referral. How will Mental Health provide support at feeding sites (fixed and mobile routes), bulk distribution routes,
emergency aid stations, community support (e.g. presentations and consultations to schools), DRO headquarters, and staff
mental health teams. Are there other Mental Health Services concerns, issues? (note that number of Mental Health Services
workers needed for shelters is captured in the Sheltering section above)




# of Red Cross Mental Health workers needed (not including those needed for shelters listed under sheltering
above). (This should only include those who can work almost every day of the operation for almost an entire shift
each day. This should include workers already on operation, not yet on the operation, locals, and non-locals)


Service Method: INFORMATION
Will the 866-Get-Info number be publicized (yes or no)? This line is staffed by volunteers across the country, so
prior to publishing the number, call 202-256-0874 to allow time to arrange for ramping up the volunteers.

If not publicizing 866-Get-Info, what number(s) can clients call to receive information about Red Cross service? Split into
phone numbers by counties if applicable.


Regardless of whether the 866-Get-Info number is publicized, this number will most likely still receive calls from members of
your community. The volunteer call agents throughout the country answering 866-Get-Info need to know the resources and
services available to share with those community members. The Online Resource Book (ORB) is the tool used to post
available information to be shared. Please assign an individual tasked with providing information on a continual basis to the
ORB by sending it to orb@usa.redcross.org. This up-to-date information is to include where and what time your community
can receive service, etc. Be sure to include any other important items or resources so that the volunteer call agents can be a
conduit to serve your community members.




                                                                                                    Template last revised 11/06/2009
          FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Service Method: WELFARE INFORMATION
What is the strategy for Safe and Well registration? How will the Safe and Well Website be publicized? Will there be
computers in the shelters? Will 866-Get-Info or 800-Red-Cross be used for Safe and Well registration? Will you be using
paper Safe and Well registration Forms? How will you resolve emergency welfare information requests? Will partners be a
part of the Welfare Information Field Team?




Other important Welfare Information items, concerns are:


# of Red Cross Welfare Information workers needed (this should only include those who can work almost every
day of the operation for almost an entire shift each day. This should include workers already on operation, not yet
on the operation, locals, and non-locals)
Anticipated County/Parish Breakout of Services
County/Parish       Chapter Covering County/Parish                             # shelters      # fixed         # distribution   % direct
                                                                                               feeding sites   sites            services
                                                                                                                                that will
                                                                                                                                occur in this
                                                                                                                                county/
                                                                                                                                parish




Total               0                                                          0               0               0                0%




                                                                                                      Template last revised 11/06/2009
          FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

5) Determine needed support services and partner relationships
Operations Management
Any important information on how the operation will be organized, reporting structure, etc:



Headquarters will be located in the following city
# Red Cross workers needed for Operations Management (this should only include those who can work almost
every day of the operation for almost an entire shift each day. This should include workers already on operation
and locals)

Partner Services Government
What public and individual assistance services are government agencies providing for those affected by the disaster (e.g.
SBA loans, emergency food stamps, housing assistance, disaster unemployment assistance). How will we work with them
and avoid duplication of efforts and resources? Are there any other PS Government concerns, issues?




Is the state EOC open (yes or no)?
Is the state EOC staffed with Red Cross (yes or no)?
The number of state/county/city EOCs open is
# state/county/city EOCs staffed with Red Cross or have Red Cross contact
# of Red Cross Partner Services Government workers needed (this should only include those who can work
almost every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)
Partner Services Non-Government
Do the chapters have a partner resource list, client referral resource lists, or special arrangements and/or joint plans with
partner agencies? What is the plan for reaching out to partners to meet capacity or expertise gaps, or to better serve the
specific communities/demographics identified in Section #2 "Identify who are our clients?"



In addition to what has been mentioned previously, list any other ways in which external non-government partners will support
the operation. Also list any other ways in which the Red Cross Partner Services Non-Government team will support the
operation




# of Red Cross Partner Services Non-Government workers needed (this should only include those who can work
almost every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)

Public Affairs
Public Affairs will support the operation by:




# of Red Cross Public Affairs workers needed (this should only include those who can work almost every day of
the operation for almost an entire shift each day. This should include workers already on operation, not yet on the
operation, locals, and non-locals)




                                                                                                     Template last revised 11/06/2009
         FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers


Fundraising
Fundraising will support the operation by:




# of Red Cross Fundraising workers needed (this should only include those who can work almost every day of the
operation for almost an entire shift each day. This should include workers already on operation, not yet on the
operation, locals, and non-locals)

Material Support Services
How will MSS support the operation in the areas of facilities, in-kind donations, procurement, LSAP, transportation,
warehousing, supply, and technology? What are MSS important items, concerns?




Has the headquarters facility been secured? (yes or no)
Anticipated number of warehouses
Anticipated # of ECRVs
# of Red Cross Material Support Services workers needed (this should only include those who can work almost
every day of the operation for almost an entire shift each day. This should include workers already on operation,
not yet on the operation, locals, and non-locals)

Financial and Statistical Information and Information Dissemination
FSI and ID will support the operation by (include information on how FSI is supporting with the 5266 and ensuring Separation
of Service Delivery and Financial Processes by securing, tracking, and handling the CACs and DOs):




# of Red Cross FSI and ID workers needed (this should only include those who can work almost every day of the
operation for almost an entire shift each day. This should include workers already on operation, not yet on the
operation, locals, and non-locals)

Staff Services
How will Staff Services support the operation in the areas of Staff Planning and Support, Staff Relations, Local Community
Volunteers, Training, and Staff Health? How will staff be housed? What hardships are anticipated?




# of Red Cross workers needed just for Staff Services (this should only include those who can work almost every
day of the operation for almost an entire shift each day. This should include workers already on operation, not yet
on the operations, locals, and non-locals)
Total number of staff anticipated for all Groups and Activities (automatically calculates from assumptions you
have entered above)
% of workers anticipated to be Non-Travel & Maintenance (this % should only apply to those who can work almost
every day of the operation for almost an entire shift each day.)
% of workers anticipated to be Travel & Maintenance (this % should only apply to those who can work almost
every day of the operation for almost an entire shift each day.)
Average number of days one worker is anticipated to stay on the operation (this only applies to those who can
work almost every day of the operation for almost an entire shift each day.)

Enter the DRO Director on the operation that has reviewed and approved this worksheet and the date

                                                                                                    Template last revised 11/06/2009
        FOR INTERNAL USE ONLY: This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Enter the Operations NHQ employee that has reviewed and approved this worksheet and the date




                                                                                                   Template last revised 11/06/2009
                                       FOR INTERNAL AMERICAN RED CROSS USE ONLY



SERVICE DELIVERY PLAN SUMMARY                                            Date Last Revised:
DR#               DR Name                                                Disaster began on:

Event:

General geographic area of disaster:

Headquarters is or is anticipated to be located in the following city:

Dwellings affected:       Destroyed       Major        Minor             Affected   Inaccessible Total

Client needs:




Red Cross Assistance and Service
Overall strategy for Sheltering to meet clients' needs:


#ARC Managed/Partner Shelters already opened (including those opened then closed)
#ARC Managed/Partner Shelters anticipated to open (not including those in line above)
#Overnight shelter stays that already happened and are anticipated:

Overall strategy for Feeding to meet clients' needs:


# Red Cross meals served and anticipated to be served:

Overall strategy for Bulk Distribution to meet clients' needs:


# of clean-up kits distributed and anticipated to be distributed

Overall strategy for Health Services to meet clients' needs:



Overall strategy for Mental Health Services to meet clients' needs:



Overall strategy for Client Casework to meet clients' needs:


Total # cases open and anticipated to be opened:                                                                               0

Overall strategy for Welfare Information to meet clients' needs:



We will work with partner and government agencies in the following ways:



Other important information for this operation:




     All numbers are approximate. If you are reading this document after the "Date Last Revised" at the top of the page, the
                                              information may no longer be valid.
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

SERVICE DELIVERY PLAN (SDP) SAMPLE, SAMPLE, SAMPLE
Today's Date (date that SDP is submitted by operation to NHQ)                                                   4/14/2009
Enter DR#                                                                                                          123-09
DR Name                                                                            Central South Carolina 4/09 Tornadoes
Level (1-7)                                                                                                             4
Accounting Unit                                                                                    National Headquarters
Projected Date to complete transition from DRO HQ to chapters                                                   4/24/2009
1) Gather Information about the disaster event and immediate Red Cross response
What happened? (What type of disaster is this?)          When did the disaster or evacuations begin? (only put a date
                                                         in this cell, do not put text)
Multiple tornadoes touched down in South Carolina        10-Apr-09
causing widespread damage of various proportions.

Where did the disaster/evacuations happen? (in what           Initial Response of chapters focusing on Five Key Priorities in
general geographic area)?                                     the first few days of the disaster:
The tornadoes caused the most damage in Abbeville and         The chapters opened 6 shelters, initiated shelter feeding and
Aiken counties. Additional counties heavily impacted are      some mobile feeding, initiated limited disaster assessment,
Anderson and Greenwood. A few other counties have             started the 5266, did press releases on shelter locations,
one or two homes impacted.                                    conducted interviews with local news, initiated fundraising,
                                                              staffed the county EOCs.
What is the best information on the numbers of dwellings affected? (if this is an impact or area assessment then put the
numbers in the affected boxes) see 5233 for county breakout:
Type                Destroyed      Major     Minor        Affected     Inaccessible              Total
Single Family                   40       61         107         406                           -                      614
Mobile Homes                    27       18            30       169                           -                      244
Multi-Family                  -           1          -           -                            -                        1
Total                           67       80         137         575                           -                      859
Estimated % Units Insured                                                                                            50%
Estimated % Units Owner Occupied                                                                                     50%
These numbers were collected using the following DA method:                Preliminary Disaster Assessment
# of Red Cross workers needed to complete Disaster Assessment (should only include those who can                     20
work almost every day of the operation for almost an entire shift each day. This should include workers
already on the operation, workers not yet the on operation, locals, and non-locals)

Other important Disaster Assessment issues/concerns such as damage to infrastructure, power outages, highway
closures, damage to water systems, possibility that the disaster will spread, etc. are:
The DA shows 575 homes in the affected column- it is unclear what kind of damage these homes have yet because DA
teams have only begun to access certain parts of these counties- early reports indicate most of the damage to these
"affected" homes is minor with a few majors and destroyed. There are about 5000 dwelling units without power
according to the media. Highway 101 in Aiken County is closed for about a 5 mile stretch. There are boil water notices
in parts of saluda county. DA will complete street sheets to extent possible and follow-up with hotshots.


# of fatalities (write the best estimate- does not have to be limited to confirmed fatalities)                       1
Number of hospitalized (write the best estimate- does not have to be limited to confirmed)                           11
# Missing (write the best estimate- does not have to be limited to confirmed missing)                                0
A history of similar disasters is :
Central South Carolina was last impacted by tornadoes of this size in 2001. The American Red Cross is remembered
by the community as having responded well to this disaster with shelters, feeding, and financial assistance.




                                                                                                  Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

2) Identify who are our clients
Who needs Red Cross Services? Include in your summary any cultural, economic, geographic, age, religious groups,
languages, special needs, etc., that may influence service delivery:
These tornadoes struck mostly rural areas with many mobile and small single family homes. Most affected homes are
primary residences and there are very few secondary homes. Most people work in a farming-related job and are of low
to middle socio-economic status. There is a Spanish speaking population in the affected area that represents a
significant percentage of our potential clients.

Enter important      Enter potential affect of demographic aspect on service delivery
Demographic
aspect (i.e.. Socio-
economic) of area
Rural                Service Delivery will have to be mobile to reach people including mobile feeding, outreach Client
                     Services, mobile bulk distribution.
Low to middle        Due to low to middle socio-economic status of most of the affected population, we expect that most
socio-economic       of the affected clients will use Red Cross services.
status
Spanish Speaking Will need to include Spanish speakers in CLS teams.
Population



3) Identify Clients Needs
What types of needs might the clients have? Be descriptive because the rest of this document revolves around meeting
these client needs. Include needs the Red Cross may not be able to meet.
Most clients affected by the disaster will need food to help them begin to recover. Most clients with destroyed and major
damage will need a roof over their heads whether it be a congregate shelter or shelter with friends and family. Clients
who cannot get back into their homes soon will need clothing. As clients with destroyed or major damage start looking
for somewhere else to live, they will need rental assistance and items such as bedding. Some clients will need Health
Services to help with prescriptions and referrals to Doctors. Some clients will need Mental Health Services. There may
be some needs that the Red Cross cannot assist with such as damaged barns that stored farming supplies that will
need replacing.
4) Identify items of assistance and services needed and determine appropriate method/activity to deliver
services and assistance
Assistance and Service Method: SHELTERING
What is the overall strategy for sheltering? Are we setting up congregate shelters? Are people sheltering in place? How
long do we anticipate sheltering to continue? How are pets being sheltered? Are there any evacuation issues? Any
other sheltering issues, concerns?
After a significant shelter population on the first few nights, many people with destroyed or major damage to their homes
are sheltering with friends and family. We now have a moderate shelter population and we plan to keep shelters open
or on standby as long as necessary. We will have to move the shelter in Aiken county because it is in a school gym that
the school will need to use. One shelter houses primarily Hispanic clients from two mobile home parks which were
significantly damaged. The ability to find temporary housing for the clients from the two mobile home parks will affect
when we can close shelters. In agreement with Client Services we will work on doing Shelter Casework. The goal is in
three days to have a good handle on the housing needs of the families and individuals registered in the shelters.


The operation is going to ensure that all shelters have adequate health and mental health services coverage by (consult
with CLS about the guidance for this):
The chapters have a relationship with Public Health and this has resulted in a nurse itinerating between the shelters that
are currently open. However the nurse will not be able to itinerate after tomorrow and the chapters have limited Health
Services volunteers so we have requested non-local staff. Additionally, the shelters will need Mental Health volunteers
which will need to be non-local also.
Our partners are going to assist clients in sheltering by:
Department of Social Services assisted with the opening of the initial shelters and have a few staff in our shelters.
                                                                                                  Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

# ARC Managed (Model 1) and Partner (Model 2) Shelters already opened (including those opened but                    6
now closed)
# ARC Managed (Model 1) and Partner (Model 2) Shelters anticipated to open (not including those in the               0
line above)
# ARC Managed (Model 1) and Partner (Model 2) Shelters currently open                                                3
Enter # overnight shelter stays that happened and ARE ANTICIPATED:
4/10/2009           4/11/2009      4/12/2009 4/13/2009 4/14/2009 4/15/2009                4/16/2009 TOTAL WEEK 1
85                  31              22           21           20           20             15           214
TOTAL WEEK 2        TOTAL           TOTAL        TOTAL        TOTAL        TOTAL          TOTAL        Total Overnight Stays
                    WEEK 3          WEEK 4       WEEK 5       WEEK 6       WEEK 7         WEEK 8
60                  0               0            0            0            0              0            274
# of Red Cross Mass Care Sheltering workers needed (this should only include those who can work almost 12
every day of the operation for almost an entire shift each day. This should include workers already on the
operation, not yet on the operation, locals, and non-locals)
# of Red Cross Health Services workers needed to staff shelters (this should only include those who can    6
work almost every day of the operation for almost an entire shift each day. This should include workers
already on operation, not yet on the operation, locals, and non-locals)
# of Red Cross Mental Health services workers needed for shelters (this should only include those who can 6
work almost every day of the operation for almost an entire shift each day. This should include workers
already on operation, not yet on the operation, locals, and non-locals)
Assistance and Service Method: FEEDING
What is the overall strategy for feeding? Are we planning on feeding at shelters, fixed feeding, and/or mobile feeding?
Are we preparing and distributing the meals? Are there any cultural or dietary requirements in the community? Any
other feeding issues, concerns?
Mass Care feeding has been initiated. Operation is providing meals and snacks at shelters and mobile feeding is taking
place from 4 ERVs. A respite center has been established for emergency responders although this center will close
today. Besides the shelters and respite center, there are no client fixed feeding sites as most feeding will be mobile in
this rural area. The Southern Baptist Convention is preparing food for distribution at two churches. We will vary the
menu for ethnic sensitivity.

Our partners are going to assist clients in feeding by:
Southern Baptist Convention is preparing food at two churches. Salvation Army is also distributing food.

Enter the number of Red Cross meals and snacks served AND ANTICIPATED to be served on a daily and then on a
weekly basis. Include meals that are donated if Red Cross is serving them. Include meals Red Cross is paying for even
if Partners are serving these meals.
                     4/10/2009    4/11/2009 4/12/2009 4/13/2009 4/14/2009         4/15/2009 4/16/2009 Week 1
                                                                                                         Total

# Meals             103             201          325          500          500            500          450           2579
# Snacks            54              612          623          900          900            900          900           4889
                    WEEK 2          WEEK 3       WEEK 4       WEEK 5       WEEK 6         WEEK 7       WEEK 8        TOTAL

# Meals             800             0            0            0            0              0            0             3379
# Snacks            1500            0            0            0            0              0            0             6389




                                                                                                  Template last revised 7/31/2009
          FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Anticipated Average Cost per meal (donated meals should be factored in at $0)                                                      $         6.00
Anticipated Average Cost per snack (donated snacks should be factored in at $0)                                                    $         0.85
# Fixed Kitchens anticipated (e.g. In Churches, schools, etc.) (include those already set up)                                     2
# Mobile Kitchens anticipated (e.g. Sysco, Southern Baptist) (include those already set up)                                       0
# Fixed Feeding Sites anticipated (including those already set up)                                                                0
# of ERVs or vehicles anticipated for mobile feeding (including those already on the operation)                                   4
Average # Days ERVS anticipated to be on operation                                                                                9
# of Red Cross Mass Care Feeding workers needed (this should only include those who can work almost                               14
every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)
Service Method: BULK DISTRIBUTION
What is our overall strategy for bulk distribution? Are we planning on doing bulk distribution at shelters, fixed sites,
and/or mobile distribution? List the items you most anticipate to distribute to clients. Other bulk distribution concerns,
issues such as health or safety items to be distributed?
Our strategy for Bulk Distribution is that the CLS outreach teams will carry some bulk supplies with them in their rental
vehicles and will give to clients as appropriate. A system has been set up to meet with the Client Casework Lead
Manager at HQ daily to obtain any trends they are seeing for needs not normally in our bulk items. There will be one
fixed bulk distribution site at the Aiken library due to the concentration of damage in that area. We are also planning on
doing bulk distribution at the shelters. We expect to distribute mostly clean up kits, rakes, shovels, gloves, tarps,
diapers, and infant formula when appropriate. We are not distributing health or safety items.

Our partners are going to assist clients in bulk distribution by:
Southern Baptist Convention is putting up tarps and assisting with debris removal.
# of bulk distribution sites anticipated (including those already set up)                                                         1
# of Box Trucks or other vehicles anticipated to be needed for bulk distribution (including those already on                      1
the operation)
Average # Days Bulk Distribution Box Trucks anticipated to be on operation                                                        3
# of clean-up kits anticipated to be distributed to clients                                                                       600
# of Red Cross Mass Care Bulk Distribution workers needed (this should only include those who can work                            6
almost every day of the operation for almost an entire shift each day. This should include workers already
on operation, not yet on the operation, locals, and non-locals)
Service Method: CLIENT SERVICES
What is the overall strategy for Client Casework? Has authorization been given from NHQ to do financial assistance for
non-Health and Mental Health cases? Are we planning on doing casework at shelters, service delivery sites, outreach,
aid stations, integrated care teams? Are there other Client Casework concerns, issues?
Client Casework teams have started by interviewing clients at the shelters. Today Outreach caseworkers with Health
Services and Mental Health Services workers will start visiting homes listed as destroyed or major on the Disaster
Assessment street sheets. CLS workers will first see if they can meet emergency needs of client via our mass care
services, clients' personal resources, and/or a referral to another agency, and if that does not meet the need, then the
caseworker will provide financial assistance using the national price guide. NHQ has authorized financial assistance on
this operation.

Our partners are going to help us in meeting the Health, Mental Health, and Caseworker needs by:
CLS workers are going to refer clients to partners. CLS, in collaboration with the affected chapters and Partner
Services, is developing a referral list of available resources in the affected areas. Mental Health and Health Services
will provide referrals to local public health and private partner agencies

Using the disaster assessment numbers listed above, predict what percentage of these will result in cases (be sure to
factor in demographics of affected areas):
% Destroyed              % Major          % minor        % affected anticipated to   % inaccessible # Fatalities   Total anticipated Cases
anticipated to result in anticipated to   anticipated    result in case              anticipated to
case                     result in case   to result in                               result in case
                                          case



100%                    100%              10%            0%                          0%              1                                       162
                                                                                                              Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers


Anticipated $ Case Average (Include casework, Health Services, and Mental Health Services in this                    $500
average)
Anticipated # of "Jumpstart to Recovery Kits" to be distributed                                                      0
Anticipated # Service Centers                                                                                        0
Number of days needed to complete casework                                                                           8
# of Red Cross Client Caseworkers needed (this should only include those who can work almost every day               27
of the operation for almost an entire shift each day. This should include workers already on operation, not
yet on the operation, locals, and non-locals)
What is your overall strategy for Health Services? How will Health Services provide service to clients? (e.g. hospital
visits, public health messaging, outreach, integrated care teams to those injured and hospitalized, advocacy and
referrals). Are there other Health Services concerns, issues? (note that number of Health Services workers needed for
shelters is captured under sheltering above)
Health Services will collaborate with Client Casework and Mental Health to meet the health needs of the clients in the
shelters. Health Services will be part of the mobile outreach teams which will visit the homes with destroyed or major
damage and will assist them with prescriptions and refer clients to health agencies as appropriate. Health Services will
also try to visit all clients who were hospitalized due to this event. Mental Health will be part of the ICT team to locate
the family of the deceased and do a condolence visit.
# of Total Cases from above that are anticipated to have Health Services Class 5 Needs                                         25
# of Red Cross Health Services workers needed for cases (not including those needed for shelters listed      7
under sheltering above) (this should only include those who can work almost every day of the operation for
almost an entire shift each day. This should include workers already on operation, not yet on the operation,
locals, and non-locals)

What is your overall strategy for Mental Health? How will Mental Health provide service to clients- condolence visits,
public health/mental health messaging, outreach, integrated care teams to those injured and hospitalized, PFA training,
advocacy and referral. How will Mental Health provide support at feeding sites (fixed and mobile routes), bulk
distribution routes, emergency aid stations, community support (e.g. presentations and consultations to schools), DRO
headquarters, and staff mental health teams. Are there other Mental Health Services concerns, issues? (note that
number of Mental Health Services workers needed for shelters is captured in the Sheltering section above)

Mental Health will collaborate with Disaster Health Services and Client Casework to ensure all clients in the shelters are
able to access Mental Health. Mental Health will be part of the mobile outreach teams which will visit the homes with
destroyed or major damage and will refer clients to Mental Health providers as appropriate. Mental Health will be part of
the ICT team to locate the family of the deceased and do a condolence visit.

# of Red Cross Mental Health workers needed (not including those needed for shelters listed under            7
sheltering above). (This should only include those who can work almost every day of the operation for
almost an entire shift each day. This should include workers already on operation, not yet on the operation,
locals, and non-locals)

Service Method: INFORMATION
Will the 866-Get-Info number be publicized (yes or no)? This line is staffed by volunteers across the                yes
country, so prior to publishing the number, call 202-256-0874 to allow time to arrange for ramping up the
volunteers.

If not publicizing 866-Get-Info, what number(s) can clients call to receive information about Red Cross service? Split
into phone numbers by counties if applicable.
1-800-GET-INFO




                                                                                                  Template last revised 7/31/2009
         FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Regardless of whether the 866-Get-Info number is publicized, this number will most likely still receive calls from
members of your community. The volunteer call agents throughout the country answering 866-Get-Info need to know
the resources and services available to share with those community members. The Online Resource Book (ORB) is the
tool used to post available information to be shared. Please assign an individual tasked with providing information on a
continual basis to the ORB by sending it to orb@usa.redcross.org. This up-to-date information is to include where and
what time your community can receive service, etc. Be sure to include any other important items or resources so that
the volunteer call agents can be a conduit to serve your community members.
The operation has identified one point person, John Doe, to collect information on Red Cross service delivery and
provide information to the Online Resource Book so 866-Get-Info knows what to tell clients.

Service Method: WELFARE INFORMATION
What is the strategy for Safe and Well registration? How will the Safe and Well Website be publicized? Will there be
computers in the shelters? Will 866-Get-Info or 800-Red-Cross be used for Safe and Well registration? Will you be
using paper Safe and Well registration Forms? How will you resolve emergency welfare information requests? Will
partners be a part of the Welfare Information Field Team?
Welfare Information will work with MSS to set-up computers in the shelters for clients to use.
Other important Welfare Information items, concerns are:
There has been moderate activity on the Welfare Info section of RedCross.org regarding this event

# of Red Cross Welfare Information workers needed (this should only include those who can work almost                     1
every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operation, locals, and non-locals)

Anticipated County/Parish Breakout of Services
County/Parish        Chapter Covering County/Parish                         # shelters     # fixed       # distribution   % direct
                                                                                           feeding sites sites            services that
                                                                                                                          will occur in
                                                                                                                          this county/
                                                                                                                          parish
Abbeville            Upstate SC                                             2                                             32%
Anderson             Upstate SC                                                                                           20%
Greenwood            Upstate SC                                             2                                             15%
Laurens              Upstate SC                                                                                           1%
Greenville           Upstate SC                                                                                           1%
Union                Piedmont                                                                                             1%
Oconee               Oconee County Chapter                                                                                1%
Allendale            Greater Edisto                                                                                       1%
Aiken                Aiken County Chapter                                   2                            1                28%




Total                9                                                      6              0             1                100%
                                                                                                    Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers


5) Determine needed support services and partner relationships
Operations Management
Any important information on how the operation will be organized, reporting structure, etc:
Upstate SC Chapter and Aiken County Chapter are adequately staffed to handle the casework and follow-up necessary
in their areas. Although a Chapter Support Unit is not warranted, the DRO will check in with these chapters daily. The
DRO will utilize as many of the local chapter staff and volunteers as possible. To the extent possible, the operation will
be used to mentor volunteers and employees who are interested in advancing their group knowledge.


Headquarters will be located in the following city                                                     Saluda
# Red Cross workers needed for Operations Management (this should only include those who can work                    2
almost every day of the operation for almost an entire shift each day. This should include workers already
on operation and locals)

Partner Services Government
What public and individual assistance services are government agencies providing for those affected by the disaster
(e.g. SBA loans, emergency food stamps, housing assistance, disaster unemployment assistance). How will we work
with them and avoid duplication of efforts and resources? Are there any other PS Government concerns, issues?
Local government has pledged support, however, it is too early in the operation to determine the extent of those
resources being made available.

Is the state EOC open (yes or no)?                                                                                   No
Is the state EOC staffed with Red Cross (yes or no)?                                                                 No
The number of state/county/city EOCs open is                                                                         2
# state/county/city EOCs staffed with Red Cross or have Red Cross contact                                            2
# of Red Cross Partner Services Government workers needed (this should only include those who can                    3
work almost every day of the operation for almost an entire shift each day. This should include workers
already on operation, not yet on the operation, locals, and non-locals)

Partner Services Non-Government
Do the chapters have a partner resource list, client referral resource lists, or special arrangements and/or joint plans
with partner agencies? What is the plan for reaching out to partners to meet capacity or expertise gaps, or to better
serve the specific communities/demographics identified in Section #2 "Identify who are our clients?"
Partner Services Non-Government (PS-NGO) will work with the local VOAD to identify the immediate need for
temporary housing in the rural areas. PS-NGO will work with Client Services and Mass Care to provide their findings to
the local VOAD. The Catholic Church is working with the Spanish speaking population in Greenwood County. Client
Casework workers are assigned to the church and will ensure that there will be no duplication of efforts between
Catholic Church and Red Cross and that no break down of service occurs. Church of the Brethren is providing childcare
at the shelters. The Baptist Coalition is making teams available to assist with debris removal and clean-up. We have
provided this information to the Client Casework Manager so a procedure can be worked out on how ARC will refer
clients needing this service to the Baptist Coalition.
In addition to what has been mentioned previously, list any other ways in which external non-government partners will
support the operation. Also list any other ways in which the Red Cross Partner Services Non-Government team will
support the operation
As mentioned previously, the Southern Baptist Convention is putting up tarps and assisting with debris removal.
# of Red Cross Partner Services Non-Government workers needed (this should only include those who can 2
work almost every day of the operation for almost an entire shift each day. This should include workers
already on operation, not yet on the operation, locals, and non-locals)




                                                                                                  Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Public Affairs
Public Affairs will support the operation by:
Public Affairs (PA) will ensure the information regarding available services is publicized in the local media as well as in
the local community due to the rural widespread nature of the operation. PA will also reach out to the larger media
markets in Greenville and Charleston to gain awareness of the needs and support fundraising efforts.
# of Red Cross Public Affairs workers needed (this should only include those who can work almost every               1
day of the operation for almost an entire shift each day. This should include workers already on operation,
not yet on the operation, locals, and non-locals)

Fundraising
Fundraising will support the operation by:
Fundraising will support the operation by soliciting contributions from national and local sources to reach the fundraising
goal of the operation. In addition, fundraising will utilize the updated DRF solicitation language, as well as respond to
any fundraising inquiries.

# of Red Cross Fundraising workers needed (this should only include those who can work almost every day 1
of the operation for almost an entire shift each day. This should include workers already on operation, not
yet on the operation, locals, and non-locals)
Material Support Services
How will MSS support the operation in the areas of facilities, in-kind donations, procurement, LSAP, transportation,
warehousing, supply, and technology? What are MSS important items, concerns?
MSS has secured a headquarters site. MSS will ensure that shelter contracts and sign-offs are complete at the close of
the shelters. MSS has established local accounts with Sam's Club for snacks and water. In-kind is working with Wal-
Mart and Joe's Hardware to secure debris clean-up bulks supplies - rakes, gloves, shovels, brooms and construction
trash bags.

Has the headquarters facility been secured? (yes or no)                                                              yes
Anticipated number of warehouses                                                                                     0
Anticipated # of ECRVs                                                                                               1
# of Red Cross Material Support Services workers needed (this should only include those who can work                 6
almost every day of the operation for almost an entire shift each day. This should include workers already
on operation, not yet on the operation, locals, and non-locals)
Financial and Statistical Information and Information Dissemination
FSI and ID will support the operation by (include information on how FSI is supporting with the 5266 and ensuring
Separation of Service Delivery and Financial Processes by securing, tracking, and handling the CACs and DOs):
FSI placed order for 200 CACs and 20 DOs. FSI will lock up the CACs and DOs. No one in Individual Client Services
will receive a CAC or DO without going through FSI. FSI will staff the Outreach Center for financial instrument and
financial paperwork control. 5266 information is being gathered from the affected chapters and FSI will consolidate it
directly in DSARS.

# of Red Cross FSI and ID workers needed (this should only include those who can work almost every day 4
of the operation for almost an entire shift each day. This should include workers already on operation, not
yet on the operation, locals, and non-locals)




                                                                                                  Template last revised 7/31/2009
        FOR INTERNAL USE ONLY:This document is for internal planning and should NOT be distributed beyond Red Cross Workers

Staff Services
How will Staff Services support the operation in the areas of Staff Planning and Support, Staff Relations, Local
Community Volunteers, Training, and Staff Health? How will staff be housed? What hardships are anticipated?
Staff Services will work with local chapters for initial recruitment of volunteers. The local resources are inadequate in
Mental Health and Health Services and requests have been sent to NHQ for recruiting. Staff will be housed in hotels to
the extent possible. The rural nature of the event may require some staff sheltering and or less than optimal commuting
times to work locations.

# of Red Cross workers needed just for Staff Services (this should only include those who can work almost            3
every day of the operation for almost an entire shift each day. This should include workers already on
operation, not yet on the operations, locals, and non-locals)
Total number of staff anticipated for all Groups and Activities (automatically calculates from assumptions           128
you have entered above)
% of workers anticipated to be Non-Travel & Maintenance (this % should only apply to those who can work              60%
almost every day of the operation for almost an entire shift each day.)
% of workers anticipated to be Travel & Maintenance (this % should only apply to those who can work                  40%
almost every day of the operation for almost an entire shift each day.)
Average number of days one worker is anticipated to stay on the operation (this only applies to those who            5
can work almost every day of the operation for almost an entire shift each day.)

Enter the DRO Director on the operation that has reviewed and approved this worksheet and the date
John Doe
Enter the Operations NHQ employee that has reviewed and approved this worksheet and the date
Jane Smith




                                                                                                  Template last revised 7/31/2009
Staff Services Specific Instructions for Service Delivery Plan
The Staff Services (SS) portion of the Service Delivery Plan (SDP) is an estimation of the staff and activities
required in the Staff Services group for the length of the operation in support of the SDP. The SS plan must
build on the completed Mass Care, Client Services, and Material Services portions of the SDP, as well as
utilizing pre-assignment, Orientation and affected chapter conference call information. Before completing the
SS portion of the SDP, the Mass Care, Client Services and Material Services portions should be completed
and reviewed because the numbers of service delivery sites, chapters affected and time frames for services
are located in this area.
Step 1. Preparation- Gather information from the rest of the Service Delivery Plan:
Scroll to lines 56 and 57 and review the information in the blue area noting how long sheltering is expected to
continue. These lines look like:
What is the overall strategy for sheltering? Are we setting up congregate shelters? Are people sheltering in
place? How long do we anticipate sheltering to continue? How are pets being sheltered? Are there any
evacuation issues? Any other sheltering issues, concerns?



Look at Line 65, 66, and 67 to determine the size of the sheltering operation. These lines look like:
# ARC Managed (Model 1) and Partner (Model 2) Shelters already opened (including those opened
but now closed)
# ARC Managed (Model 1) and Partner (Model 2) Shelters anticipated to open (not including those
in the line above)
# ARC Managed (Model 1) and Partner (Model 2) Shelters currently open


Review Lines 87 to 94 to determine the length of time feeding is expected to continue. These lines look like:
Enter the number of Red Cross meals and snacks served AND ANTICIPATED to be served on a daily and
then on a weekly basis. Include meals that are donated if Red Cross is serving them. Include meals Red
Cross is paying for even if Partners are serving these meals.
                Day 1         Day 2        Day 3     Day 4       Day 5       Day 6     Day 7        Week 1
                                                                                                    Total
# Meals                                                                                                       0
# Snacks                                                                                                      0
                WEEK 2        WEEK 3       WEEK 4 WEEK 5         WEEK 6      WEEK 7 WEEK 8          TOTAL

# Meals                                                                                                           0
# Snacks                                                                                                          0

Review Lines 99 and 100 for the number of Feeding Sites. These lines look like:
# Mobile Kitchens anticipated (e.g. Sysco, Southern Baptist) (include those already set up)
# Fixed Feeding Sites anticipated (including those already set up)
Review Line 112 for the number of Bulk Distribution Sites. This line looks like:
# of bulk distribution sites anticipated (including those already set up)
Review lines 131 and 132 for the number of Service Delivery Sites and the number of days needed to
complete casework. These lines look like:
Anticipated # Service Centers
Number of days needed to complete casework
Review Lines 165-194 and determine the number of affected chapters. These lines look like:
Anticipated County/Parish Breakout of Services
County/Parish Chapter Covering County/Parish                 # shelters # fixed    #         % direct
                                                                        feeding distribution services
                                                                        sites      sites     that will
                                                                                             occur in
                                                                                             this
                                                                                             county/
                                                                                             parish


Review Line 241 for the number of anticipated Warehouses. This line looks like:
Anticipated number of warehouses
Preparation Information that you should now have:
Length of sheltering, # of shelters, Length of feeding, # of feeding sites, # of Bulk Distribution sites, # of CLS
service delivery sites, # of Days to complete casework, # of Days to complete casework, # of affected
chapters, # of warehouses

Step 2. Gather Answers to Questions Below
Affected Chapters
Of the number of affected chapters, how many have SS workers? How many need to have a full time SS
person assigned at the chapter? How many need a SS person to itinerate to the chapter and how often? This
information should be based in part on how many affected chapters are assigning and registering their
workers in DROMIS Staffing in a timely manner, how many are actively recruiting local affiliated and
spontaneous volunteers, and how many are doing background checks on spontaneous volunteers. If not,
how will SS accomplish these tasks? If this information is not known at the time of SDP development, what is
the SS plan to ensure these tasks are completed at the affected chapter level? What additional SS activity
support is needed based on the affected chapter total operation activities? Do the affected chapters have a
Staff Health person available to review yes answers on DRO Member Registrations? If not, what is the SW
plan to ensure this occurs? Based on the size of the chapter activity, what Staff Relations and Training
support may be needed? How will this be accomplished?
Service Delivery Sites (This includes ALL operation work sites-kitchens, warehouses, shelters, bulk
distribution sites, HQ, Aid Stations, Outreach Sites, etc.)
What SS activity support is needed based on the size and length of the operation? How will SS activities
provide this support? What is needed to provide the support? Who is needed to provide the support and
where will they come from? How often? How long?
Staff Services Tasks
What is needed to complete SS activities? Who is needed to complete the activities? Where will they come
from? How long will they be needed?
Step 3. Complete the Staff Services Section of the Plan (lines 251-259)
Line #        Guidance
       252    Based on the above information, each activity should be listed in the blue box below and a
              description of how the activity will support the operation noted. This should include methods,
              actions, and time frames, not numbers of staff or ambiguous statements. This should be
              followed by current and anticipated types of lodging for visiting staff. Finally, a statement
              about what current and future hardship codes and environmental conditions may be
              anticipated. Review of Lines 30 through 38 may assist Staff Health in formulating this
              information.
       255    Review the SS Plan and look at line 256 below. Based on this information, calculate and
              enter the total number of SS workers currently working and anticipated additional SS workers
              needed to accomplish the SS plan and to support the total number of workers for the length
              of the operation . Include ALL local SS workers and anticipated local affiliated and
              spontaneous workers to be recruited for SS.
       256    Automatically populates.
       257    Estimate the percentage of local staff that are currently participating and will be recruited and
              assigned through LCV using spontaneous and partner volunteers. The Disaster Services
              Business plan goal is for 45% of the operation staff to come from the affected area. The size,
              scope, type, geography of the affected area and length of the operation should be taken into
              consideration. NOTE: Line 4 and 5 must total 100%.
       258    Estimate the percentage of visiting staff that are currently assigned and will be requested
              through LCV for the length of the operation.
       259    Use the following information as a guide in addition to the length of time to complete
              casework:
              Level 3:     7-10 days
              Level 4:     12-20 days
              Level 5:     15 to 25
              Hurricanes: 18-30 days

Here is what the Staff Services Section of the Service Delivery Plan looks like for your reference:
Line #          Question:
           251 Staff Services
                How will Staff Services support the operation in the areas of Staff Planning and Support,
                Staff Relations, Local Community Volunteers, Training, and Staff Health? How will staff be
            252 housed? What hardships are anticipated?
            253
                # of Red Cross workers needed just for Staff Services (this should only include
                those who can work almost every day of the operation for almost an entire shift
                each day. This should include workers already on operation, not yet on the
            255 operations, locals, and non-locals)
                Total number of staff anticipated for all Groups and Activities (automatically             0
            256 calculates from assumptions you have entered above)
                % of workers anticipated to be Non-Travel & Maintenance (this % should only
                apply to those who can work almost every day of the operation for almost an entire
            257 shift each day.)
                % of workers anticipated to be Travel & Maintenance (this % should only apply to
                those who can work almost every day of the operation for almost an entire shift
            258 each day.)
    Average number of days one worker is anticipated to stay on the operation (this
    only applies to those who can work almost every day of the operation for almost an
259 entire shift each day.)

				
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