08-09-2023 Council Packet - Laserfiche WebLink

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Ramsey County │ Annex A: Volunteer and Donations Management 17 donated to volunteer organizations still help the disaster effort by replenishing the system-wide resources of assisting organizations so they can continue to provide their services to the disaster response. • Donors should properly package all goods and label any containers with their contents as well as provide a detailed itemized list of goods donated. Large donations should be palletized whenever possible. (Place them on sturdy wooden pallets capable of being handled by a forklift and secure them together with shipping cling wrap.) • There is no guarantee that donations of perishable goods can be processed and distributed before they spoil. Spoiled goods arriving at donation collection centers will not be distributed and will be disposed of. If donors wish to donate perishable goods, they should not donate goods near their expiration date. • Lists of donation collection and distribution centers and VRCs should be widely available and easily accessible by the public. 3.5.2 CALL CENTER GROUP OPERATIONS 3.5.2.1 Overview Call center operations coordinate all offers to donate goods and services after a disaster. The call center also serves as a coordinating body between the EOC, donations coordination center (DCC), VRC, warehouse operations, voluntary agencies, volunteers, donors, and those in need. Successful call center operations require maintaining a database of offers of goods and services, a needs list, and a resource list. 3.5.2.2 Roles • Call Center Group Supervisor. This position serves at the call center and operates as the direct link between the EOC and the call center. The Call Center Group Supervisor will communicate Call Center Group requests, provide SitReps, and will work to resolve other requests and issues that come from the VDCB Director or other VDCB Group Supervisors. They also hold overall responsibility for the establishment, operation, and demobilization of the call center. This position ensures that staffing levels are appropriate and that the call center is accessible and provides culturally competent services to the community. • Floor Supervisor. Develop and keep an updated a list of all participating voluntary agencies to be given to phone bank operators so that they can provide agency descriptions to those who are unsure of which agency to support. Be on the floor to answer questions about calls or referrals. • Call Center Operator. This position answers phone calls, emails, and other communications to connect the public with appropriate volunteer and donation resources. This includes collecting and providing information on material, financial, or service donation needs; providing information about the location of collection, distribution, or volunteer resource centers; and connecting individuals and private sector representatives with appropriate voluntary service organizations.