DISASTER ACTION TEAM MANUAL

Greater Toledo Area Chapter

Greater Toledo Area Chapter Headquarters

3100 W. Central Ave., Toledo, OH 43606
Telephone: (419) 329-6060
Facsimile: (419) 537-6701
E-mail: TolOhARC@usa.redcross.org
Website: www.redcrosstoledo.org
Chapter code: 35-170

May 2008

We would like to thank the many chapter and service area staff members that reviewed and
provided input for initial template from which this document was adapted.
TABLE OF CONTENTS

Disaster Action Team Volunteer Greeting ................................................................................. 2

Fundamental Principles................................................................................................................ 3
INTRODUCTION......................................................................................................................... 4
TEAM COMPOSITION .............................................................................................................. 4
RESPONSIBILITIES ................................................................................................................... 5
Director of Programs and Services ......................................................................................... 5
Response Coordinator/Branch Directors ............................................................................... 5
Disaster Action Team Leader .................................................................................................. 5
Disaster Action Team Members .............................................................................................. 6
All Red Cross Disaster Action Team volunteers will–........................................................... 6
MEMBER TRAINING................................................................................................................. 6
MEETINGS ................................................................................................................................... 7
EQUIPMENT................................................................................................................................ 7
Team Equipment....................................................................................................................... 7
Personal Equipment.................................................................................................................. 8
ATTIRE ......................................................................................................................................... 8
PERSONAL CONDUCT ............................................................................................................. 8
NOTIFICATION AND ALERTING .......................................................................................... 9
RESPONSE ................................................................................................................................. 10
STANDARD OPERATING PROCEDURES........................................................................... 11
SOP: Single Family Disaster ................................................................................................. 12
SOP: Canteen Calls................................................................................................................ 14
SOP: Multi-Family Disasters ................................................................................................ 15
SOP: Major Disasters ............................................................................................................ 17
FOLLOWING THE RESPONSE ............................................................................................. 18
CONFIDENTIALITY ................................................................................................................ 18
SAFETY....................................................................................................................................... 18
RESOURCES .............................................................................................................................. 19
Incident Report Form................................................................................................................. 20
ANNEX ........................................................................................................................................ 22

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Dear Red Cross Disaster Action Team Volunteer,

We are delighted to welcome you to the Greater Toledo Area Chapter and to the American Red
Cross team of people who have dedicated their time to assisting others.

The Greater Toledo Area Chapter of the American Red Cross provides emergency food, clothing
and shelter to victims of disaster. We also support emergency workers, usually through
canteening services, during search and rescue operations, structure fires, large scale
transportation accidents and other emergency situations. Additional disaster services may be
available depending on verified, disaster-caused needs. All disaster assistance provided by the
Red Cross is free of charge.

The Disaster Action Team (DAT) is charged with the initial response for most, if not all, disaster
events. Each DAT has at least two members including a team leader. Our DAT is primarily
responsible for the providing coverage on weekends, holidays, and after regular business hours
(4:45 p.m. through 8:30 a.m.) within the chapter’s jurisdiction. Volunteer DAT members will
respond to incidents during business hours whenever possible.

This Disaster Action Team manual is for you to keep. It will prove to be a valuable resource
during your career as a Red Cross Disaster Action Team volunteer, detailing the standards and
guidelines that employees and volunteers must follow in the pursuit of our common cause.

We encourage you to read through the manual carefully so you are familiar with the policies and
procedures that lend a hand to our success. If you have any questions or concerns, please do not
hesitate to consult the Response Coordinator or your local branch office director.

Again, thank you for becoming a Red Cross Disaster Action Team volunteer. Without the help
of our volunteers, the Red Cross would not exist and our clients and community would not
receive the vital services they need. There are not enough ways for us to show our deep
appreciation to our dedicated volunteers. I know that you will find great satisfaction as a part of
the greatest humanitarian organization in the world. Thank you all for helping us to carry on the
mission of the American Red Cross in Lucas, Ottawa, and Wood counties!

Sincerely,

Kenneth R. Robinson III

Director of Programs and Services
Greater Toledo Area Chapter

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 Fundamental Principles of the
International Red Cross and Red Crescent Movement
Humanity
The International Red Cross and Red Crescent Movement, born of a desire to bring assistance
without discrimination to the wounded on the battlefield, endeavors, in its international and
national capacity, to prevent and alleviate human suffering wherever it may be found. Its
purpose is to protect life and health and to ensure respect for the human being. It promotes
mutual understanding, friendship, cooperation and lasting peace amongst all peoples.

Impartiality
It makes no discrimination as to nationality, race, religious beliefs, class or political
opinions. It endeavors to relieve the suffering of individuals, being guided solely by their needs,
and to give priority to the most urgent cases of distress.

Neutrality
In order to continue to enjoy the confidence of all, the Movement may not take sides in
hostilities or engage at any time in controversies of a political, racial, religious or ideological
nature.

Independence
The Movement is independent. The National Societies, while auxiliaries in the humanitarian
services of their governments and subject to the laws of their respective countries, must always
maintain their autonomy so that they may be able at all times to act in accordance with the
principles of the Movement.

Voluntary Service
It is a voluntary relief movement not prompted in any manner by desire for gain.

Unity
There can be only one Red Cross or one Red Crescent Society in any one country. It must be
open to all. It must carry on its humanitarian work throughout its territory.

Universality
The International Red Cross and Red Crescent Movement, in which all Societies have equal
status and share equal responsibilities and duties in helping each other, is worldwide.

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 INTRODUCTION
The Disaster Services/Emergency Services Department of the Greater Toledo Area Chapter of
the American Red Cross has organized disaster action teams (DATs) to ensure that trained Red
Cross employees and volunteers can respond within two of being notified a disaster event.
Disaster action teams provide immediate, identifiable emergency services to those affected by
disaster. In addition to initiating Red Cross disaster relief, DATs determine the need for
mobilizing additional chapter resources that may be needed.

This manual provides an overview of the responsibilities and activities that result in effective and
efficient disaster action team responses. This document discusses:
• Responsibilities
• Member qualifications
• Disaster action team activities
• Member training
• Team equipment and attire
• Team member personal conduct
• Team notification and alerting
• Response procedures

The information in this document applies to all Greater Toledo Area Chapter individuals
responsible for or performing disaster action team duties under the American Red Cross Disaster
Services Program. The American Red Cross uses the following definition of disaster in
determining its Disaster Services Program:

A disaster is a threatening or occurring event of such destructive magnitude and force as to

dislocate people, separate family members, damage or destroy homes and injure or kill
people. A disaster produces a range and level of immediate suffering and basic human needs
that cannot be promptly or adequately addressed by the affected people, and impedes them
from initiating and proceeding with their recovery efforts. Natural disasters include floods,
tornadoes, hurricanes, typhoons, winter storms, tsunamis, hail storms, wildfires, windstorms,
epidemics and earthquakes. Human-caused disasters, whether intentional or unintentional,
include residential fires, building collapses, transportation accidents, hazardous materials
releases, explosions and domestic acts of terrorism.

TEAM COMPOSITION
Disaster action teams are comprised of a single disaster action team leader and several disaster
action team members. The disaster action team leader serves as coordinator of and provides
leadership for other team members. The disaster action team concept is intended to place trained
Red Cross volunteers on the scene of a disaster within minutes. The responding disaster action
team volunteer makes an initial assessment and calls for additional help as needed1. The support
and resources of the entire chapter are available to disaster action team members when they
respond to an incident.

1
See Chapter Response Protocols, June 2008, included as an annex to this manual.

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The local table of organization for the disaster action teams is (from top to bottom): Director of
Programs and Services Æ Response Director/Coordinator (or branch office director) Æ disaster
action team leader Æ disaster action team members.

The first disaster action team member to arrive serves as the on-scene coordinator for the Red
Cross response until relieved by the disaster action team leader or a higher ranking staff member.
Additional chapter resources can be requested through the Response Coordinator (cell number:
419-277-8087. If the Response Coordinator is unreachable, the next person to contact is the
Director of Programs and Services (cell number: 419-345-8169 or pager: 419-327-1010).

RESPONSIBILITIES

Director of Programs and Services

• Develops a concept of operations for disaster response and procedures needed to
implement the concept in accordance with the Disaster Response Handbook.
• Determines disaster action team response requirements, response capabilities and
potential shortfalls.
• Approves, or recommends to chapter management for approval, local disaster action team
authorities, regulations and procedures consistent with the Disaster Response Handbook.

Response Director
• Ensures recruitment, training and recognition of team members.
• Organizes, manages and supports disaster action teams in the chapter.
• Arranges for adequate resources to be made available for disaster action team activities.
• Recruits volunteers for disaster action team membership.

Response Coordinator/Branch Directors

The disaster action team coordinator, in consultation with chapter leadership team –
• Ensures disaster action team members receive appropriate Disaster Services training.
• Maintains the disaster action team roster and records of individual authorities granted to
members to provide financial assistance.
• Develops and implements local disaster action team workshops and seminars appropriate
to local chapter needs.
• Develops an on-call schedule for disaster action teams and dispatches or ensures that
there is a system to dispatch disaster action teams to specific incidents.
• Recognizes the contributions of disaster action team members.

Disaster Action Team Leader

• Manages Red Cross response at the disaster site until relieved.
• Makes contact with the ranking public officials and other appropriate authorities at the
disaster scene to coordinate Red Cross actions. This may be the incident commander, fire
department, the police department or any other emergency management officials.
• Ensures that all appropriate services required are provided.
• Determines the need for Red Cross services at the disaster scene that are beyond the
team’s capability and relays that information according to Greater Toledo Area Chapter
established procedures.

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 • Maintains communication with the designated chapter personnel, as required.
• Assesses need for Public Affairs support during the response effort and/or ensures that
media inquiries and needs for information are met.
• Assesses need for Disaster Health Services and Disaster Mental Health support during the
response effort.
• Submits case documents to the chapter within time lines established by Disaster Services
regulations and the chapter.

Disaster Action Team Members

Team members report to the disaster action team leader. A disaster action team member,
depending on training and experience–
• Conducts a disaster assessment.
• Assists in opening a shelter and participates in mass feeding services, as needed.
• Initiates interviews with those affected by the disaster to determine emergency needs.
• Provides appropriate assistance based on the nationally standardized price list, up to
financial limits established by Disaster Services leadership.
• Provides disaster health services and mental health (by qualified Disaster Mental Health
team members).
• Completes any necessary reports or documents related to the incident or to assistance;
identifies and reports needed follow-up.

All Red Cross Disaster Action Team volunteers will–

• Provide Red Cross services to people without regard to race, color, sex, religion, national
origin, age or handicap.
• Make a commitment to the American Red Cross.
• Wear appropriate Red Cross identification while on a disaster response.
• Be receptive to training that will make them more aware of the social and physical needs
of the clients being served.
• Support and supplement the work of other volunteers and employees.
• Respect the confidentiality of all information pertaining to Red Cross clients receiving
our services or the work sites in which they volunteer.
• Have automobile liability and physical damage insurance on their own cars that meet the
minimum requirements of the state in which the car is registered when driving their cars
on Red Cross assignments.
• Accept and transmit funds only in accordance with Red Cross policy.
• Respond to disaster response calls appropriately when on-call.

MEMBER TRAINING

Each disaster action team member should have the following orientations and training:
• An orientation to disaster action team responsibilities, activities and organizational
structure, including the team’s relationship to the chapter’s disaster leadership team, and
general information about how to respond to the media.
• An orientation to the chapter disaster response plan
• Fulfilling Our Mission
• Disaster Assessment

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 • Mass Care: An Overview
• Shelter Operations and Shelter Simulation
• Client Services: Providing Emergency Assistance
• First Aid and CPR-Adult
• Client Assistance Cards: Caseworkers

Other training desirable for all team members, and/or required for specific activities:
• Collaborating to Ensure Effective Service Delivery
• Working with Total Diversity
• Psychological First Aid
• Disaster Public Affairs (Overview and/or Fundamentals)
• Disaster Health Services (required for Disaster Health Services volunteers)
• Disaster Mental Health Overview (required for Disaster Mental Health volunteers)
• Defensive Driving Training in order to operate Red Cross vehicles
• Client Assistance System training

MEETINGS

Regular meetings are scheduled to ensure disaster action team members receive up-to-date
information about American Red Cross policy and procedures. These meetings will allow team
members and chapter staff to coordinate preparation activities and facilitate discussion to
maximize the efficient and effective delivery of American Red Cross services. Meetings are
scheduled in each county by the Response Director or branch office director.

EQUIPMENT

Team Equipment
• Disaster action team bags equipped with forms, flashlight and phone book
• Cellular phones/pagers
• Paper or plastic hot and cold beverage cups and containers (Cambros)
• First aid supplies
• Blankets
• Comfort kits
• Clean-up kits
• Large trash bags
• Cards with chapter phone numbers
• Current map of jurisdiction
• Client Assistance Cards (CAC) and Disbursing Orders (DO)

Required for Team Leaders

• Primary resource list with contact information including:
– Shelter list with phone numbers
– Area hotel list with phone numbers
– Vendor list

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Personal Equipment
• All persons engaged in providing Red Cross disaster relief services will wear designated
Red Cross disaster relief identification including:
– American Red Cross name badge issued by the Greater Toledo Area Chapter
– An official American Red Cross disaster relief vest over personal attire
• Clipboard
• A flashlight or portable electric lantern
• Pens

Optional Personal Items:

• Hiking or heavy duty shoes, rubber boots
• Rain gear and other weather-appropriate clothing

ATTIRE

All Red Cross disaster workers must wear attire that is professional, appropriate for the task at
hand and clearly identifies them as Red Cross disaster relief workers while on duty as part of
disaster response.

At a minimum, disaster action team members’ attire should be unambiguously identified with the
appropriate Red Cross logo and signature. Every effort should be made to ensure that attire will
not confuse either the public or local officials. Uniforms or other insignia which might cause
confusion should not be worn on disaster action team responses. In addition, the following items
should not be worn:
• Tight or revealing garments, including short-shorts, halter tops, see-through garments and
bathing suits.
• Garments or accessories bearing offensive or inappropriate slogans.
• Garments bearing product endorsement.
• Thongs, flip-flops or any other footwear that is unsafe, unprofessional or inappropriate
for disaster tasks.
• Torn or dirty clothing.
• Fishnet reflective vests in colors other than red or white.
• Any Red Cross apparel which bears design elements other than the official American Red
Cross or American Red Cross disaster signature, including “job” T-shirts.

PERSONAL CONDUCT
Disaster action team members shall read and sign the Red Cross Code of Conduct, and they shall
abide by the Fundamental Principles of the Red Cross stated at the beginning of this document.
Prior to beginning work, a background check is required of all employees and volunteers.

American Red Cross name badges and apparel should be removed when a disaster action team
member is not on-duty and should never be worn while engaging in any activity that may reflect
adversely on the American Red Cross, including, but not limited to, engaging in illegal activity

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or in political activities. Red Cross disaster workers are considered on-duty at any time they are
engaged in official activities on behalf of a Red Cross disaster response. This on-duty definition
applies exclusively to attire and identification standards. It does not create or negate other
statutory or corporate definition of on-duty with respect to eligibility for worker’s compensation,
benefits and/or liability coverage for activities.

The possession of weapons (guns, knives, clubs, explosive devices, etc.) is strictly prohibited in
the workplace, including any Red Cross identified vehicle or building.

NOTIFICATION AND ALERTING

The first step of any response to a disaster is learning that the disaster has occurred. For many
disasters, this is not a problem. The Red Cross may learn of disasters from radio and television
news or from people that live in the affected area and report the incident directly. But single-
family disasters rarely produce public notice, and the Red Cross must establish and maintain a
network that ensures that it receives timely notification that such disasters have occurred.

In the event of an emergency, local fire and emergency responders are instructed to call the
chapter emergency number. During normal business hours (8:30 a.m. to 4:45 p.m.) calls are
answered by daytime employees who deploy available daytime disaster action team workers to
the scene. During after-hours, phone calls are routed to an administrator-on-call who will notify
the on-call disaster action team leadership for the county. (Toledo Fire Division pages the
primary team directly.) If the call is not answered within ten minutes, a second call is made to
the back-up team to begin a response.

Disaster action teams are responsible for responding to disaster incidents and providing for basic
needs. The main objective of a disaster action team response is to provide the minimum level of
assistance. The minimum level of assistance is defined as the baseline amount of assistance that
a Red Cross unit is expected to make available to people affected by disasters in its jurisdiction
as stated in Red Cross policy. The minimum level of assistance meets the very basic needs that
are required for individuals to sustain life. Items required to meet the minimum level of
assistance include food, clothing, toilet articles, shelter and health needs.

The following items are located in the chapter and can be distributed to disaster clients:
• Comfort Kits
– Stored in the ERV or Jeep and in the branch office.
– Disaster comfort kits should be given to each person affected by the disaster. Each
comfort kit has basic necessities such as a toothbrush, toothpaste and soap. If a
comfort kit is provided, this should be noted on the client’s case record.
• Clean-Up Kits
– Disaster clean-up kits are stored in the chapter trailer in Toledo or at the branch
office. A clean-up kit includes a broom, squeegee, mop and cleaning products.
Clean-up kits can be provided to families if their damage is repairable or to prevent
any additional damage to their belongings. The clean-up kits should only be given if

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 the family will be cleaning in the home, and this will allow them to return. If a clean
up kit is provided, this should be noted on the client’s case record.

Disaster action team members are dispatched to a disaster scene by an administrator-on-call,

chapter staff member, or in some cases, directly by a fire department. Disaster action team
members may NOT self-dispatch to any incident. Disaster action team workers arriving at an
incident who were not dispatched by the appropriate persons will not be given an assignment and
may also be subject to disciplinary actions for self-dispatching.

Upon initial notification to respond, the team leader will notify the on-call Public Affairs
representative prior to departure, if the following circumstances exist:
• The media are in route to or on the scene.
• The disaster is a multi-unit fire or affects more than five families.
• The disaster involves a serious injury or death.
• Hazardous materials (Hazmat) are involved.
• A shelter or canteen service is requested.
• Circumstances arise that the team leader or responders determine to be out of the normal
and that may generate media attention or greater than normal public interest.

If the team leader or responders arrive on the scene and observe any of the above conditions and
have not previously notified the on-call Public Affairs representative, they should do so before
beginning the response. If approached by the media, the leader should request that the media
wait for the arrival of the Public Affairs representative so that the team can focus on the client(s).
If the media insist on immediate input from the Red Cross, then the team leader should act as the
single point of contact and provide a concise, factual account of the Red Cross purpose and
participation at the disaster scene. Remember, all detailed information regarding the client is
confidential. DO NOT REVEAL specific information about the client at any time without the
client’s written permission.

RESPONSE

All calls should be responded to in the shortest amount of time possible. The Red Cross requires
that a Red Cross representative make contact with the people affected by the disaster within two
hours of being notified of the incident. Team leaders should start completion of an incident
report upon notification of every incident.

The team leader will determine what resources are taken to the disaster site. If additional
resources are needed, contact the Response Coordinator or branch director. In the event s/he is
unreachable, contact the Director of Programs and Services.

The disaster action team leader will determine if the team will meet at the Red Cross chapter or
at a central location near the scene. In the case of a haz-mat incident, the disaster action team
leader will contact appropriate officials to determine a safe area for meeting clients or providing
canteen services. No Red Cross representative should report to the scene alone. A
minimum of two people is required for all responses.

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STANDARD OPERATING PROCEDURES

The on-call disaster action team leader is to pick up the cell phone and/or pager, disaster action
team handbook and disaster action team kit by close of business on the day he or she starts on-
call duty. You should re-stock the disaster action team kit before your shift.

Turn on the cell phone and/or pager to check that it is working and leave it on until it is returned.
The on-call disaster action team leader should carry the cell phone continuously once it is
picked up. The cell phone and/or pager, disaster action team handbook and disaster action team
kit should be returned on the last day of on-call duty by 9 a.m. along with either a verbal or
written summary of any incidents that occurred during the shift.

When you receive a call for service, you must determine the type of response needed and inform
the appropriate chapter leadership personnel. Most calls fall within the following four
categories:

Single Family Æ
Disasters

Canteen Calls Æ

Multi-Family Æ
Disasters

Major Disasters Æ

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 SOP: Single Family Disaster

Call back the original caller only if necessary for additional information. Your initial
information will most likely be just an address. Call out the on-call disaster action team and
ensure that at least two people are available to respond to the address as quickly as possible
(within two hours). Be sure to wear your Red Cross ID.

The people affected by the disaster are our first priority. Canteen operations are conducted after
the clients’ emergency disaster-caused needs have been met.

1. Upon arriving, report to the incident commander or ranking fire official. Make
a damage inspection from the exterior of the building.

2. Have the incident commander introduce you to the family. Identify yourself and
inform them that you are there to help them determine what kind of assistance they
may need.

3. Conduct the initial interview. Visit with the family to determine their immediate
disaster-caused needs, identify their personal resources for recovery, work with them
to create a recovery plan and provide appropriate Red Cross assistance. Record
detailed information on the client’s case record. Use the Standardized Emergency
Assistance Price List and the following guidelines for issuing assistance.

4. Personal hygiene items. Issue one comfort kit for each person affected. They are
unisex. Remind parents to remove razors from their children’s comfort kits. Record
the number issued on the client’s case record.

5. Medical needs. If the client has emergency medical needs such as life sustaining
prescriptions, oxygen, eyeglasses, etc., call the administrator-on-call at pager number
419-327-1030 or the Response Coordinator at telephone 419-277-8087. If the
Response Coordinator is unavailable, the next person to contact is the Director of
Programs and Services at pager number 419-327-1010.

6. Issue the Client Assistance Card and/or Disbursing Order. A Client Assistance
Card is a MasterCard® that can be loaded with a specific dollar amount. The client
can use the Client Assistance Card at any merchant that accepts MasterCard®.
Disbursing Orders are paper vouchers that can be filled out and used as a check at a
specific vendor for a specific dollar amount and are provided when a hotel/motel stay
is needed. The Disbursing Order is a four-part form that is used to provide individual
assistance to disaster victims. Disbursing Orders are written as non-cash grants for
the purchase of goods for standardized items and prices.

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 Activate the Client Assistance Card by calling one of the online activation people for
the chapter’s activators as noted on your DAT roster. If no activation person is
available, call the Administrator on call at pager 419-327-1030. If the AOC cannot
respond timely, please call the Response caseworker at pager 419-327-1071 to
activate the Client Assistance Card. This call must be made before leaving the client.
The client’s signature is needed on the authorization form.

Note: Never cross out any words written on a Disbursing Order. If you need to void
a Disbursing Order, follow the procedures in the Client Casework Handbook, task
#16 “Void or cancel a Disbursing Order.”. Put all copies of the voided Disbursing
Order in the case file; do not tear up.

7. Follow-up appointment. Provide a “Disaster Caseworker” business card and

instruct the client to telephone a disaster caseworker at their county’s branch office
the next morning. (If the fire occurred over the weekend and further assistance is
needed before the next regular business day, you should notify the administrator on
call. If the AOC is unavailable, the next person to contact is the Response
Coordinator or branch director. If needed, you may contact the Director of Programs
and Services.

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 SOP: Canteen Calls

Call back the original caller only if necessary to obtain essential information. Respond to the
address as quickly as possible (should be no more than two hours). Be sure to wear your Red
Cross ID.

The people affected by the disaster are our first priority. Canteen operations are conducted after
the clients’ emergency disaster-caused needs have been met.

Respond to the canteen location and begin providing snacks and drinks to the emergency
workers and people affected by the disaster. If needed, mass care supplies can be purchased by
using a disbursing order or by a staff member with a chapter P-card.

For larger fires, you may not have enough supplies. It is imperative that you update the
Response Coordinator at 419-277-8087 or your branch director. If the Response Coordinator or
branch director is unavailable, the next person to contact is the Director of Programs and
Services at pager 419-327-1010. Once canteening has been established, it should never be
stopped or interrupted until the incident is over, the Incident Commander (IC) makes other
arrangements or if the situation is determined to be unsafe. Chapter leadership can arrange for
additional supplies, workers and resources (like the emergency response vehicle).

** It is expected that the local disaster action team will support canteen operations in its
response area until the relief operation is completed. Local disaster action teams should
not abandon disaster action team members from other areas that have come to help. **

If communication is a problem, most fire or police personnel on the scene will relay a message
through their dispatcher for you.

Note: Plan for the supplies you will use. Always request supplies before you think they will be
needed. It is better to err on the side of over response.

The Response Coordinator (419-277-8087) should be contacted before responding to ANY

canteening incident. If the on-call leadership person does not respond, call the Director of
Programs and Services at pager 419-327-1010.

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 SOP: Multi-Family Disasters

Should you receive a call for a fire with five families/15 individuals or more, notify the Response
Coordinator (419-277-8087) immediately for response guidance. If the Response Coordinator is
unavailable, contact the Director of Programs and Services at pager 419-327-1010.

• For Smaller Apartment Fires (Up to Two Units) - Typically for smaller apartment fires,
the response is handled similar to a single family fire: complete a client case record for each
family, making sure needs are addressed for emergency food, clothing and shelter.

• For Larger Apartment Fires (Three or More Units) -

1. Locate the apartment owner/manager. The apartment/manager may have already
reported to the scene. Find out if any units are available in the complex to relocate the
fire clients temporarily. If apartment owner/manager not reported, ask if the fire
department has contacted them.
2. Locate as many residents as possible and see who needs emergency shelter. In
incidents involving 10 or more people, a congregate shelter may be established. Consult
the Response Coordinator (419-327-8087) for guidance. If the Response Coordinator is
unavailable, contact the Director of Programs and Services at pager 419-327-1010.
3. Complete an On-Site Detailed Damage Assessment Worksheet (F5739). List each unit,
in numerical order, on a separate line. In most instances, the apartment manager has a list
of units and their occupants. They may also have some preliminary damage assessment
information. Validate any assessment information you are given from a non-Red Cross
source.
Note: Red Cross damage assessment is conducted from the exterior of the building. It is
not required nor expected of you to enter the building and do a “walk through.” Many
times it is unsafe. Emergency workers and apartment owners cannot grant legal
permission for you to enter individual living units. You may, with the escort of the fire
department and permission of the apartment manager, walk the common hallways if safe
to do so to gain more accurate information.
You can make additional notes on the damage assessment form. Helpful notes include
post disaster location or contact information for the victims, special needs, etc.

15
 4. Casework process begins. Depending on how many residents are affected, time of day
and availability of local caseworkers, the rest of the process will be determined at the
time of the incident. Options could include opening a service center, conducting
casework at the fire scene, etc. Consult with the Response Coordinator for guidance on
any further process.

Disaster action team volunteers must work in coordination with chapter leadership to activate
additional supplies, workers and resources if necessary. Disaster action team leaders/captains
are responsible for coordinating responses within their county until leadership and
direction of the relief operation is assumed by the chapter’s Response Coordinator or
Director of Programs and Services. All disaster action team members responding to the
incident are to support the efforts of the local disaster action team leader.

Contact the Response Coordinator before responding to ANY multi-family incident. If the
Response Coordinator does not respond, call the Director of Programs and Services.

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 SOP: Major Disasters

Contact the Response Coordinator before responding to ANY major disaster incident. If
the Response Coordinator does not respond, call the Director of Programs and Services.

Response to a large incident is usually somewhat confusing; information rapidly changes during
the initial stages. The chapter will establish an emergency operations center according to the
chapter’s disaster plan to initiate a large scale response if necessary.

Cell phones and pager systems usually become overloaded, you may experience communication
break downs. Expect this and have a contingency plan for reporting back before
responding to the scene. If necessary, the chapter can activate its agreement with Amateur
Radio Emergency Services (ARES).

Disaster action team leaders/captains are responsible for coordinating responses within
their area until leadership and direction of the relief operation is assumed by the chapter’s
Response Coordinator or the Director of Programs and Services. All disaster action team
members responding to the incident are to support the efforts of the local disaster action team
leader.

Typically, the initial disaster action team responding to the scene will locate the Incident
Commander (IC) at the disaster site, let him or her know that a Red Cross representative has
arrived and identify the most pressing immediate needs. It is not uncommon for requests to be
made of the Red Cross for services we do not offer. Emergency personnel are often unaware of
the particulars of the services we do or do not offer.

The initial disaster action team member on scene will make an independent assessment of the
situation as quickly as possible and report back to the on call Disaster Services/Emergency
Services leadership person. Disaster action team members must work in coordination with
Disaster Services/ Emergency Services leadership to activate additional supplies, workers and
resources if necessary.

The Response Coordinator (419-277-8087) should be contacted before responding to ANY

major incident. If the Response Coordinator does not respond, call the Director of
Programs and Services at pager: 419-327-1010 or cell 419-345-8169. If they do not
respond, contact the chapter’s CEO at pager 419-327-1060 or cell 419-360-1127.

17
FOLLOWING THE RESPONSE
If an emergency response vehicle or other chapter vehicle was used, the driver should complete
the beginning mileage, ending mileage and purpose of the trip upon returning to the chapter.
Check for personal items in the vehicle. Remove all trash, paper cups, wrappers, used paper,
etc., from the vehicle. Return the keys to their proper location. Clean and dry any used
equipment and restock the vehicle as required.

Completed client case records and incident report forms must be submitted to the chapter no later
than the morning of the next business day. This will allow chapter staff and volunteer
caseworkers to follow up and provide additional assistance to clients immediately.

CONFIDENTIALITY
The relationship between the Red Cross and the persons who come to us for service is
confidential. Safeguarding this relationship is an essential part of the organization’s obligation to
the people and communities we serve. The principles of confidentiality will be observed by all
Red Cross employees and volunteers in obtaining, protecting and releasing information about
clients, recognizing that such information is given to workers as representatives of the Red Cross
and is to be used only for the purpose of providing Red Cross services. The Red Cross complies
voluntarily with the spirit of the Privacy Act of 1974.

All information obtained under the client-agency relationship is considered confidential. The
term “client” as used in these regulations refers to any individual or family who seeks Red Cross
assistance in recovering from a disaster. A client relationship is established by the individual’s
or family’s contact with the Red Cross, whether or not any assistance is given.

The Red Cross caseworker should request no additional information other than what will be
needed for the service that may be given. Citizenship is not a pre-requisite for Red Cross
disaster assistance; clients will not be questioned about their citizenship status, nor asked to
produce birth certificates, immigration papers, passports, social security cards or similar
documents that could be interpreted as being used to identify the nationality or immigration
status of persons seeking Red Cross assistance.

The Red Cross must have written consent for the release of specific information to a specific
agency or written evidence that the individual or family has given such agency or agencies
permission to request that information from the Red Cross.

SAFETY

All employees and volunteers must make it priority to drive safely and must obey all traffic
regulations when responding to disaster incidents—we are not first responders. The chapter will
not pay for fines or citations. Red Cross policy requires the use of seat belts and prohibits
smoking in Red Cross vehicles at all times. Never drive over fire hoses or downed power lines.
Make sure the vehicle is parked in a safe location. If damage occurs to one of the chapter
vehicles, notify the authorities immediately. There is an accident reporting toolkit in each

18
chapter vehicle. After everyone is safe, notify the Director of Programs and Services. Proper
documentation for driving a Red Cross vehicle needs to be on file in the volunteer file. The
emergency response vehicle requires specialized training. The Red Cross insurance will not
cover the use of a personally-owned vehicle.

If a volunteer is hurt while responding, seek appropriate emergency medical assistance and
notify the Director of Programs and Services.

Disaster action team members are issued photo identification. This ID must be worn at all times
during the disaster action team call. If a disaster action team member loses an ID, notify the
disaster services office immediately.

Team leaders may gain access to the chapter offices through a lock code on the door in Toledo
and Bowling Green. The code can be issued to team members and team leaders. Care should be
taken to ensure the security of the code. Upon leaving the Red Cross office, ensure the doors are
securely closed and locked.

Unauthorized personnel are not allowed at the disaster scene, including family and friends of
Red Cross employees and volunteers.

RESOURCES
Remember you are never alone and you can always call for assistance. Chapter leadership is
available to answer any questions and provide assistance as required. Call the administrator on
call for the resources you need at pager 419-327-1030 to receive assistance or to ask questions.

Thank you for being the vital part of helping people survive disasters and delivering the mission
of the American Red Cross.

19
 Incident Report Form

Date/time of notification: ______________ Date/time of incident: _________________

Name of caller: ________________________________________________________________

Organization/title: _____________________________________________________________

Telephone/fax #: ______________________________________________________________

Location of the incident: _________________________________________________________

Number of people involved: ______________________________________________________

Number of adults:_____ Number of children:______ Number of pets:_____
Known casualties? Yes / No
Details known at this time:
______________________________________________________________________________
______________________________________________________________________________

Evacuations? Yes / No
Details known at this time:
______________________________________________________________________________
______________________________________________________________________________

In-place sheltering: Yes / No

Details known at this time:
______________________________________________________________________________
______________________________________________________________________________

List all requests for services (to include Biomedical) and all services being provided at this time:
______________________________________________________________________________
______________________________________________________________________________

Anticipated support needed by chapter:

______________________________________________________________________________
______________________________________________________________________________

Name of person filing report: _____________________________________________________

Chapter name and location: ______________________________________________________

Position/title within chapter: _____________________________________________________

Telephone/fax #: ______________________________________________________________
Date/time sent: ________________________________________________________________
Incident report #: ______________________________________________________________
 Resource List

Disaster Response Handbook

Disaster Operations Management Handbook

Group and Activity Pages

Client Casework Handbook

Disaster Assessment Handbook

Sheltering Handbook

Feeding Handbook
ANNEXES
American Red Cross, Greater Toledo Area Chapter June 2008
Consolidated Response Protocols

This document is intended to consolidate guidance found in the Greater Toledo Area Chapter’s disaster response
plan (approved in February 2008), the Chapter’s Disaster Action Team Manual (revised March 2007), and
American Red Cross corporate policy as outlined in the operations management course, Fundamentals of Chapter
Disaster Operations Management (revised 2005).

1. The Greater Toledo Area Chapter’s disaster plan will be activated automatically when any of
the following conditions apply:
a) An incident with five or more families and/or involving more than 15 individuals
b) A pending disaster, e.g. watch or warning issued for severe storms, tornado, flood/flash
flood, dam failure, etc.
c) An incident requiring notification support for a disaster in another jurisdiction, such as a
plane crash
d) Special responses, to include riot/civil unrest, multiple injuries or fatalities, an incident
involving special needs populations, aviation incidents
e) Events with significant media attention
f) A response where the possibility of opening a shelter exists
g) A response where the cost of the operation (the sum of emergency and additional
assistance, costs for providing canteen services, sheltering, support expenses) over the
lifetime of the job is expected to exceed the chapter’s non-recurrent floor for expense,
roughly $6,000

2. In the event a response meets any of the above triggers, chapter leadership2 will contact
the DOC with all available data within the first two hours to facilitate a preliminary entry
into DSARS in preparation for the possible assignment of a DR number.
3. The primary DAT leader(s) will remain in charge of the response until relieved by a
DSHR rated job director (Readiness Coordinator or Director of Programs and Services)
or another person designated by chapter leadership. The DAT leader(s) will likely be
requested to serve as a group or activity manager until other resources are in place.
4. On any response where the chapter’s disaster response plan has been activated, the DAT
leader should contact disaster mental health volunteers for response to the scene as
appropriate. At a minimum, a disaster health services volunteer should be available by
telephone and should be able to respond to the scene if requested.

Note: The back-up DAT team is to be called only as a last resort after consultation with
chapter leadership in order for the second team to remain available to respond to other local
emergencies in place of the primary team. DAT members not on primary or back-up duty
from all three counties and other local disaster volunteers (LDV) should be recruited before
the back-up team is asked to respond. Other volunteer support can be recruited for the
primary DAT leader by contacting the Director of Readiness and Response or the Casework
Specialist. Under no circumstances should DAT members or LDVs call in to the chapter’s
emergency line to spontaneously report availability. This ties up communication and
prevents emergency responders and disaster victims from contacting the duty worker.

2
Chapter leadership in the Disaster Response Plan is identified as the Executive Director, the Director of Programs
and Services, the Director of Readiness and Response, or the Response Coordinator.
 INITIAL DISASTER RELIEF OPERATION
CHAPTER DISASTER RESPONSE CHECKLIST3

Within two hours of the onset of a disaster:

• American Red Cross shelters are opened within two hours of a request by an appropriate
government official and/or from the time the chapter recognizes the need for shelters.
o Local police and fire departments and local health departments are consulted
before publicizing and populating a shelter location.
o Reception or casework centers may be opened while determining an appropriate
shelter location. Local police and fire departments should be informed as soon as
possible.
• American Red Cross shelter managers are at the shelters prior to their opening (this could
be within two hours of activation or less dependent on the situation)
• Disaster Health Services coverage is provided in all American Red Cross shelters on a
twenty-four hour basis.
• American Red Cross Government Liaisons are present at the appropriate government
emergency operations centers with two hours of their activation or at an incident
command location on scene if no EOC is opened.
• Responding Disaster Action Team has notified the chapter leadership of the disaster and
has requested assistance through the duty worker per the transition triggers described
above from the GTAC disaster response plan.
• Chapter activates its disaster response plan and transitions to a management model
appropriate for a reimbursable disaster, including the creation and dissemination of a
preliminary table of organization.
• An initial incident report is provided to the appropriate next level of the American Red
Cross reporting chain as outlined within the GTAC disaster response plan. Chapter
leadership will contact Service Area 5 as needed.

Within four hours of the onset of a disaster:

• All American Red Cross shelters are properly identified, both within the facility and
outside the facility.
• Disaster Mental Health personnel are available at the shelter(s) and other service delivery
points.
• American Red Cross shelter information is provided to the local media.
• Agreements for personnel and/or vendor support for feeding operations are activated.
• Feeding is initiated at shelters in operation for more than four hours and at reception or
casework centers as needed.
o The food provided reflects the cultural diversity of the population.
• Disaster action team initiates transition for the response to chapter leadership if not
already completed.
• An assessment is made of the need for expanded Community Services activities, to
include mobile feeding or bulk distribution.
• The list of chapter disaster volunteers is provided to the DSHR System Administrator and
the LDV coordinator.

3
Adapted from course materials for Fundamentals of Chapter Disaster Operations Management (revised 2005)
Within eight hours of the onset of a disaster:
• Chapter’s leadership has ensured that relief operation management team is in place and
operational.
• Agreements with local voluntary agencies are activated.
• Chapter received a report of activities from the shelters and other areas staffed by
American Red Cross staff.
• Second shift personnel are activated.

Within twelve hours of the onset of a disaster:

• Mobile feeding, if required, is initiated.
• Assessment of the operation’s accomplishments and needs is completed.
• Information needed to complete the Statistical and Cost Report of Disaster Operation
(F2066) begins to be assembled.
• ARC logistical and human resources shortfalls are identified and support is requested
from appropriate ARC sources.
• All assigned staff members are given an orientation to the disaster relief operation.
• Staff Registration Forms (F1492) are prepared for all staff and volunteers.

Within twenty-four hours of the onset of a disaster:

• Cots, blankets and/or other suitable bedding are provided to the residents of American
Red Cross shelters expected to be opened for more than twenty-four hours.
• Comfort kits have been distributed to shelter residents.
• Facility agreements for shelters and other facilities currently in use are updated and
signed.
• Facilities for materials support supplies and for client casework have been identified and
the facility agreements activated, updated and signed.
• A comprehensive preliminary damage assessment is completed.
• The first Statistical and Cost Report of Disaster Operation (F2066) is completed and sent
to the ARC Disaster Operations Center via the appropriate reporting channels.
• The first Disaster Operation Control (F5266) is completed and sent to the ARC Disaster
Operations Center via the appropriate reporting channels.
• A table of organization for the ARC chapter disaster response, listing all Group
Administrators and Activity Managers, with contact information is placed onto a Disaster
Operation Information Sheet (DOIS) and sent to the appropriate ARC offices and
provided to ARC disaster response personnel. (Copies of the DOIS are emailed to
night3@usa.redcross.org.)
• A service delivery plan is completed.
• A public relations plan is initiated.
• Reports of ARC disaster response activities are provided to electronic and print media.
• Disaster fund-raising is initiated in accordance with the chapter’s disaster fund-raising
action plan (DFRAP).
Within forty-eight hours of the onset of a disaster:
• Disaster response actions to date are evaluated and adjustments made as needed.
• Requests for exceptions to the Standardized Emergency Assistance Price List (A4416)
are completed and transmitted to Disaster Services, NHQ via the service area for
processing.

Within seventy-two hours of the onset of a disaster:

• A detailed damage assessment report is completed. This does not mean that one must do
a DDA; it means that the report is detailed and complete which could include a DDA.
• An approved Standardized Emergency Assistance Price List (A4416) is available before
the opening of the first service centers.
• Bulk distribution good not available at the chapter are identified and ordered.
• ARC Service Centers are identified, agreements signed, and readied for business if
utilized.
• ARC Service Centers are staffed with Client Services supervisors, caseworkers, disaster
assessment workers, disaster health services personnel, and disaster mental health
services workers.
• A one-page summary of significant community issues that may affect the ensuing disaster
relief operation is provided to the disaster relief operation director.
• A summary of all local voluntary agency agreements and services is provided to the
disaster relief operation administrative team.
• Chapter leadership meets with the mayor(s) and public officials in the disaster affected
area to explain the American Red Cross disaster relief activities.

As required:
• Statistical and Cost Report of Disaster Operation (F2066) and the Disaster Operation
Control (F5266) are provided to the appropriate ARC offices, usually by 5 p.m. each day
and a level 2 or higher DR.
• Human interest stories are provided to the media through the public affairs manager.
• Disaster fund-raising reports are provided to the financial development offices of the
chapter and the DRO through the Disaster Operation Control (F5266).
• ARC Government Liaisons advise the disaster relief operation of government assistance
that becomes available or that may be available in the future.

Closing the disaster relief operation:

• Facility walk throughs are completed and the facility releases are signed.
• All ARC identification is removed from both inside and outside of the facilities.
• Equipment and supplies are returned and/or stored.
• Plans for recognition for staff, vendors, voluntary agencies, facilities, etc. are complete.