Orientation
Welcome to DR ____
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DR Name
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DR HQ Address
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DR Mailing Address
Disaster Services reduces human suffering by helping people prevent,
prepare for, and recover from natural and other disasters.
Disaster Relief Operation Orientation Handbook
ARC 3091-1A
Revised September 2007
F
or more than 100 years, Americans have relied on the American Red Cross’s
expertise in disaster relief. Founded by Clara Barton on May 21, 1881, the American
Red Cross is committed to help relieve human suffering reflected in our Mission:
"...a humanitarian organization led by volunteers and people guided by its Congressional
Charter and the Fundamental Principles of the International Red Cross Movement, will
provide relief to victims of disasters and help people prevent, prepared for, and respond
to emergencies.”
The programs of the American Red Cross are made possible by the voluntary services
and financial support of the American people. Thank you for contributing your time to an
organization whose name and emblem are universally recognized – a guarantee of impartiality,
quality, trust, and reliability. For over 100 years, we have been there when America needed
us. Your support helps make your community – and world – a better place.
Disaster Relief Operation Orientation Handbook
American Red Cross Disaster Services
Vision, Mission and Major Initiatives
Vision: Our Passion
As a result of its performance, American Red Cross Disaster Services will be the recognized leader in
helping more people better anticipate, survive and recover from disasters.
Everyone touched by Disaster Services will believe we are fulfilling our mission and will find the
association rewarding.
Mission: Our Cause
American Red Cross Disaster Services reduces human suffering by helping people prevent, prepare for,
and recover from natural and other disasters.
Major Initiatives: Our Commitments
I. Deliver the full range of fundamental disaster services.
II. Expand the range and scope of our services to respond to emerging needs and expectations.
III. Attract, select, train, place, evaluate, develop, utilize and retain volunteer and employee human
resources in ways that are personally and organizationally rewarding.
IV. Strengthen chapters and states.
V. Expand mitigation and preparedness activities to improve the safety and self-reliance of
individuals, families, and communities potentially or actually impacted by disasters.
VI. Enhance diversity throughout all facets of Disaster Services programs.
Thank you for helping to make a difference.
ARC 3091-1A
Revised September 2007
My Resources For This Assignment
Information about the Disaster Relief Operation Headquarters
Location of Disaster Relief Operation Headquarters:
My Service Delivery Site:
Hours of Disaster Relief Operation Headquarters:
Director of Disaster Relief Operation:
Phone Numbers
Red Cross Corporate Travel Agency (CWT): 1-888-435-7913
Staff Support:
After-hours:
Staff Health:
After-hours:
Disaster Mental Health:
After-hours:
Communications:
Material Support/Transportation:
The Maximum Daily Allowance (MDA) for this operation is:
Disaster Relief Operation Orientation Handbook
Overview of the Disaster Event
Disaster Relief Operation #
Date event occurred:
Area affected:
Chapter(s) affected:
Response to date:
Community information:
Demographics:
Customs:
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Revised September 2007
Overview of the Red Cross Relief Operation
Methods of Service Delivery:
Service Delivery Sites:
Type of Site or Location and/or Address Telephone
Facility
Other Red Cross activities:
Disaster Relief Operation Orientation Handbook
How the Disaster Experience Affects People
What People Affected by the Disaster Experience
There are several emotional phases people affected by a disaster may experience. These phases can
extend for several years after the initial event. Immediately following the disaster some may experience
shock, fear and confusion and may also have unrealistic expectations about their recovery. The reality
of their losses and the impact the disaster has on their lives and community may occur weeks after the
disaster. It’s important to consider our client’s behaviors and the way we interact with each of them.
Staff Engaged in Disaster Relief
ARRIVAL DURING ASSIGNMENT LEAVING
• Initial adrenaline rush • Long hours/many days • Preparations to return home
• Excitement • Overwhelmed by how much • Feel good about contributions
• Get to job has to be done • Re-enter their “other” life
• Inprocess/orientation • Pressures of community • Outprocess
• Ready to work expectations
• Constant exposure to clients
and their loss
• Staff turnover
• Problem solving
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Revised September 2007
Proper Attire and Red Cross Identification
Minimum Standards of Attire Recommended Standards of Attire
An official American Red Cross An official American Red Cross
disaster relief vest or American Red Disaster Relief T-shirt or polo shirt,
Cross disaster relief apron over along with solid black or navy skirt,
personal attire pants, or walking shorts.
Official name badge Official name badge
Solid blue or black pants, skirt, or
Or walking shorts.
Solid gray, white or red top
with patch on right sleeve or
back; solid colored pants, skirt
or walking shorts.
Or
Wearing a red or blue Red
Cross jumpsuit or a White Red
Cross windbreaker that has Red
Cross patches or emblems
affixed to the sleeve, chest or
back.
Wearing American Red Cross personal identification or official attire bearing the Red Cross name or
emblem is expressly prohibited under the following circumstances:
• While engaged in any activity that may bring discredit on the American Red Cross, including
public drinking of alcoholic beverages or illegal use of controlled substances.
• While engaged in any political activities.
• While engaged in any off-duty activities that are unrelated to Red Cross disaster relief
assignments.
If you have any questions about proper ID, check with Staff Services.
Should you need a vest or a badge, see your supervisor.
Disaster Relief Operation Orientation Handbook
Priorities for Personal Action
How well you provide Red Cross service depends on how well you take care of yourself.
Eat well.
Drink plenty of fluids.
Take breaks.
Try to relax.
Keep in touch with home.
Wear comfortable clothing and shoes with closed toes and heels.
If you have any questions, concerns, ideas or suggestions, talk with your supervisor.
Follow the additional information or guidance for this assignment provided by Disaster
Health Services and Disaster Mental Health Services.
As a Representative of the Red Cross -
Providing quality customer service is always your number one task.
Work in partnership with the families and the community on this disaster.
To the community, you are the Red Cross.
Be a good steward of the donated dollar.
Safety Issues -
Your personal safety is your first responsibility.
Always lock your vehicle.
Lock your purse, briefcase, and/or luggage in the trunk.
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Revised September 2007
Safety Issues (cont.) -
Lock up Disbursing Orders, Client Assistance Cards and confidential material.
Don’t wear a lot of jewelry.
Team up with a co-worker if needed.
For additional information or guidance contact your immediate supervisor.
Lock up laptop.
Protect your password.
No personal floppies to avoid introduction of viruses.
If You Are Going on the Road -
Plan carefully in advance.
Check weather conditions.
Get the address and phone number of your destination and good directions.
Check road safety and obtain maps from Disaster Assessment or Material Support Services.
Let your supervisor or a co-worker know where you are going and your estimated time of return.
Take office phone numbers with you.
Obtain a cell phone from Communications.
Disaster Relief Operation Orientation Handbook
Working With and Serving a Diverse Community
Treat every client, co-worker and community member with respect and dignity.
Do not make assumptions about people.
When serving people with disabilities:
• If you are not sure, ask if the person wants any assistance.
He or she will tell you what is needed.
• Speak directly to the person and offer to shake hands.
• Identify yourself and others to a person who is visually impaired.
• Listen to and be patient with a person who is speaking impaired.
Ask questions requiring short answers.
• Consider a wheelchair part of a person’s personal space.
Place yourself at eye level for conversation.
• Treat adults like adults. Relax and be yourself.
Being Sensitive to Clients and Employees
and Volunteers
Remember this community is recovering from a disaster.
We are here as partners to help with recovery.
To show sensitivity to disaster clients, relief operation workers should not take
photographs or video of the clients or the affected areas unless photography is part of
your relief operation assignment.
ARC 3091-1A
Revised September 2007
Concerning Sexual Harassment
Unwanted touch or conversation may constitute sexual harassment.
Such behavior may be illegal and may put the organization at risk.
If you have a concern, contact Staff Relations. Staff should report any incidents to your supervisor
or Staff Relations.
The American Red Cross has a "Zero Tolerance Policy" regarding any abusive behavior.
Maintaining Confidentiality
All information about clients and staff is confidential.
Discuss client and Red Cross business matters only with people who need to know or can be of help.
Keep discussions in the proper setting and while on duty. Do not discuss client/staff issues in public
places.
The Concern Connection Line
The Concern Connection Line is a worldwide, 24-hour, confidential toll-free number. It provides Red
Cross Biomedical Services, Chapter Services Network, national headquarters volunteers and employees
a mechanism for reporting concerns or questions regarding illegal, unsafe or unethical conduct that is
observed or discovered within the organization.
It is your responsibility to be an active protector of the values that make us who we are. If a pontentially
illegal, unsafe or unethical situation arises in your workplace, speak up! If possible, notify your local
supervisor, human resources representative or any manager with whom you feel comfortable. If attempts
to resolve this at a local level are unsuccessful, call the Concern Connection Line at 888-309-9679.
Disaster Relief Operation Orientation Handbook
If You Are Approached by the News Media
The news media is one of our most important partners in providing disaster relief.
Providing information is critical to the success of the relief operation. Clients need to know what the
Red Cross will do to help, where that help is available, and how to get help. Others in the community
want to know what the Red Cross is doing and how they can help. The news media is one of the most
efficient ways of telling the Red Cross story to large numbers of people.
It is possible to tell the Red Cross story to a reporter while protecting client confidentiality.
If you are approached by someone in the media –
1. BE POLITE. The mission statement for Disaster Services says that all who come in contact with the
Red Cross Disaster Services will find the experience worthwhile. This applies to the media as well.
2. CONTACT the public affairs staff on the relief operation for guidance.
3. COOPERATE to the extent that you are able to at that moment. Remember that helping to facilitate
a good news story may help inform others about Red Cross services.
4. TELL the reporter your name, where you are from, where you are working on this operation, and
some basic information about the specific job you are doing. Do not speculate on other aspects of
the relief operation. Refer the reporter to Public Affairs for other information.
5. GET the reporter’s name, the name of the station or newspaper, and a contact phone number. Make
a note of the context of the interview, including some questions you were asked, the responses you
provided and the subjects of any video or pictures taken.
6. REPORT your contact with the media to the Public Affairs activity.
ARC 3091-1A
Revised September 2007
Handling Contributions
If someone wants to give you a contribution for the Red Cross, please do not take it yourself.
You should—
Thank him or her.
Explain that to ensure the gift is properly handled and put into action as soon as possible, he or she
should make the contribution payable to “American Red Cross Disaster Relief Fund.”
Ask the donor to mail or take the contribution to the local Red Cross chapter:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Or
Mail it to: American Red Cross
Disaster Relief Fund
P.O. Box 37243
Washington, DC 20013
Or
Call: 1-800-HELP NOW
1-800-257-7575 (Spanish)
If someone offers material goods, have him or her contact In-Kind Donations at ____________.
Disaster Relief Operation Orientation Handbook
Your Performance Review
Before you begin your assignment, clarify with your supervisor what you are expected to accom-
plish.
Update these expectations with your supervisor as the assignment develops.
Read your review carefully and ask questions about the review.
Use your performance review to develop future skills and set future goals.
Remember, performance reviews are confidential.
Disaster Staff Cards
When leaving a disaster relief operation, you will not complete a voucher. You will need to take care of
whatever money remains on your disaster staff card.
Check your balance 24 hours before outprocessing; make sure you have enough funds to return
home.
"Reimburse yourself" for any authorized expenses paid with your own funds, including POV
mileage.
Provide all original receipts to Staff Services or your chapter.
Funds not used for MDA, travel, volunteer meals and gas must be returned at the time of
outprocessing by leaving all remaining funds on your Disaster Staff Card or providing a money order
or personal check if funds needing to be returned are not on your Disaster Staff Card.
Destroy you Disaster Staff Card upon arrival at your home.
Note: Disaster Staff Card use is monitored. Not returning required funds and/or use for unauthor-
ized expenses are subject to disciplinary action including removal from the DSHR system and/or
criminal action.
If direct billing is set up, the Red Cross will pay directly for your hotel room and applicable tax.
You must pay the hotel for all incidentals. (Some of those may be reimbursable expenses.)
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Revised September 2007
Getting Ready to Go Home and Outprocessing
When your assignment has been completed, use the checklist provided below to help you organize all of
the steps that are involved in outprocessing from a relief operation.
Call Staff Support and make an appointment to out-process.
Allow half a day to outprocess with various activities.
Make your travel arrangements to return home.
Check your balance on the Disaster Staff Card 24 hours before outprocessing; make sure you have
enough funds to return home.
Arrange for a performance review with your immediate supervisor.
Arrange for an exit interview with the designated supervisor in your activity.
Disaster Relief Operation Orientation Handbook
Networking With My Team Members
Name: Name
Phone: Phone:
Name: Name:
Phone: Phone:
Name: Name:
Phone: Phone:
Name: Name:
Phone: Phone:
Name: Name:
Phone: Phone:
Name: Name:
Phone: Phone:
Name: Name:
Phone: Phone:
ARC 3091-1A
Revised September 2007
Supervisory Responsibilities
Travel Expense Reports -
We still have some volunteers and employees who are not eligible to receive Disaster Staff Cards and who
will have to fill out a travel expense report.
Ensure that proper documentation is attached to completed Travel Expense Reports.
Review and sign Travel Expense Reports for workers you supervise.
Work Performance Review Expectations -
Review assignment descriptions and job expectations with all workers continuously.
Monitor job performance and provide ongoing feedback.
Conduct work performance reviews and ensure required signatures are obtained.
• Work Performance Evaluations are required for workers who serve on a relief operation for
seven days or longer.
• Workers may also request a Work Performance Evaluation if assigned to same relief
function for three to six days.
Other Responsibilities
Lead by example -
Wear appropriate attire.
Take time off.
Show respect.
Give appreciation.
Show recognition.
Adhere to corporate policies (sexual harassment & discrimination, confidentiality, etc.)
Information Management –
Conduct staff meetings.
Distribute Director Letters and/or other information concerning service delivery, changes in
operational procedures and updates.
Communication –
Ensure information from daily headquarters meeting is shared with workers.
Encourage two way informational flow.
Disaster Relief Operation Orientation Handbook
NOTES
0 ARC 3091-1A
Revised September 2007
Disaster Relief Operation Orientation Handbook
All Red Cross disaster relief is given free of charge as a gift from the American
people. This is made possible by generous contributions of people’s time, money,
and skills.
Thank you for giving your time and skills.
ARC 3091-1A
Revised September 2007