Client Services:Client Services:Providing Emergency ServicesProviding Emergency Services

(ARC 3072-1)(ARC 3072-1)

American Red CrossAmerican Red Cross

Introductions

What do you do?What do you do?Your nameYour name

One interesting fact One interesting fact about...about...

As a result of this training, the participant will be able to…

• Explain and provide Red Cross emergency disaster assistance to clients.

• Use the basic forms and tools needed to assist clients.

• Demonstrate the skills needed to perform a quality interview with a client.

• Demonstrate appropriate use of resources and referrals.

•Describe the assignment settings in which emergency assistance interviews are performed.

Segment 1: Overview of Family Services

(What is Family Service?)

Segment 2: The Interview!

Segment 3: Assignment Settings

(Where do I do this?)

Segment 4: Skills Drill

(YOUR TURN!)

Segment 5: Let’s Get Started

(How do I fit in here?)

Group 1 (Right Side of the Room)

1. Choose a partner you do not know.

2. Use these questions:• When did you first get

involved with the Red Cross?

• What types of activities or functions have you participated in with the Red Cross? Or if this is your first time, what would you like to do?

3. Share your information!

Group 2(Left Side of the Room)

1. Choose a partner you do not know.

2. Use this question:• Tell me about yourself.

3. Share your information!

Let’s Talk About Task 1…

Let’s Talk About Task 1…

Directive Questions:

Help us to get basic facts quickly.

Used to lead the client to specific

types of answers.

Open-Ended Questions:

Allows the client to talk & ‘tell their story’.

Gives the client the option to tell what they might need.

Delivers Red Cross health services at the chapter or on a disaster relief operation.

Assists clients in meeting individual or family health needs such as medications, eye glasses, dentures or other health equipment.

Provides health services to staff in Red Cross shelters and other facilities, and provides health care for staff assigned to disaster operations.

Delivers mental health services at the chapter or on a disaster relief operation.

Works with and assists local community mental health providers to meet the emotional needs of the affected individual, families and communities.

Identifies and meets the disaster-related mental health needs of disaster workers and their families.

Assists family members outside the disaster area in reestablishing contact with their loved ones affected by disaster.

Prepares and distributes bulletins to unaffected chapters detailing information about the disaster operation, so that they can answer questions from their community.

Operates shelters and provides feeding services for disaster clients and emergency workers in a disaster area.

Uses Emergency Response Vehicles (ERVs) or other mobile feeding vehicles to bring meals to people cleaning their homes and salvaging belongings.

Distributes bulk supplies to people affected by the disaster.

Helps identify and meet immediate disaster-caused needs by providing emergency assistance: the time when individuals and families receive Red Cross assistance on an individual basis to address their disaster-caused and disaster-aggravated emergency needs.

Provides additional assistance that addresses a client’s longer-term needs.

So… What does Family Services DO?

The Red Cross is responsible for working with individuals and families to help them return to their normal living pattern as quickly as possible by providing access to the materials and resources that are needed…

Roles of the Interviewer

ValuesRespect all clients.

Promote the client’s best interests.

Obtain and provide accurate information.

Provide standardized assistance.Identify & use resources wisely.

Work as a team.

Respect all clients.

Treat all clients the way that you would want to be

treated. The Red Cross values diversity and

differing cultures among all clients. Privacy is

another aspect of respect. We do not share

information with other agencies about our clients unless the clients signs a

release of confidential information.

Promote the client’s best interests.

The interviewer’s responsibility is to provide the client with all resources and referrals that benefit the client’s

own recovery on the basis of individual needs. The interviewer and the client

work as a team to determine and develop a list of the client’s immediate needs. These needs are matched with

the best assistance for the client.

It is the interviewer’s responsibility to be familiar with all information

helpful to the client’s recovery. It is also important that this information is communicated accurately to the client. If you are uncertain about

the information ask your supervisor for clarification before sharing it

with the client.

Obtain and provide accurate information.

Provide standardized assistance.

Each individual with provided with relief supplies, items of assistance and/or services that are similar in quantity,

quality, and type with variations only on the basis of need and family composition. For example, we do not send one family to a church to receive used clothing and

then provide the next family with the financial means to buy some new

clothing.

Identify & use resources wisely.

We are not a government agency. All of our resources come from donated dollars.

Therefore, it is important to be good stewards of the donated dollar by identifying the best resources and matching them with the needs of the family.

Work as a team.

Work as a team with the client and with the other internal and

external Disaster Services functions you may need to

assist the client. Treat your co-workers with the same respect

that you give the client.

Direct Assistance

Disbursing Orders (DOs)

Client Assistance Cards (CACs)

Lodging

Referrals

Churches

Government agencies

Other charitable groups

All Red Cross assistance is free and provided through the generous

financial contributions of the American people.

Verified AssistanceBecause the Red Cross is a non-profit

organization, we must check the facts before we provide assistance. We check for:

• Immediate Needs: Is it needed NOW NOW and is it needed because of the disaster?

• Identification: Individuals and families requesting emergency assistance are required to provide identification that proves they lived in the area at the time of the disaster.

• Disaster-Caused Damage: Assistance is provided for disaster-caused damage, not for previous conditions unless a supervisor gives approval.

Immediate Emergency Assistance

This assistance is designed to make sure the client has:

• Something to wear & something to change into.• Something to eat, and a way to cook the food.• A safe, dry place to stay, with something to sleep

on.• A place to store food, clothing and other

belongings.• Basic emergency medical needs.• A plan to return to work.

Think about… Think about… Standardized Assistance Standardized Assistance

Each individual with provided with relief supplies, items of assistance and/or

services that are similar in quantity, quality, and type with variations only on the basis

of need and family composition. For example, we do not send one family to a church to receive used clothing and then provide the next family with the financial

means to buy some new clothing.

ARC 3000 Series

• The ARC 3000 series are the guidelines for disaster workers to use in the field.– ARC 3045: Family Services: Emergency Assistance to Families

• Page 79: Instructions on how to fill out a Disaster Registration and Case Record (Form 901).

• Page 86: Instructions on how to fill out a Disbursing Order (Form 140C)

• Page 87: Sample wording for the Disbursing Order (DO)• Page 89: How to void a Disbursing Order

Facts About the 901

• Designed to allow the caseworker to write information on the front of the form.

• Can be folded in half to form a file folder for storing other client paperwork.

• Use only a BLACK ballpoint pen when writing a 901.

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John Smith

10/17/05Myra(703) 555-1212(703) 777-7171

2218 Coventry Road Lancaster, Pennsylvania 17601-3050

1 0 0 0001 Bug

Attack06/9/05 42624 A

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Magi

The Narrative!

Brief Statement of How the Family was Affected in Disaster

Procedures To Follow:

Get and write the following information:

Date of disaster and the cause of damage

Where the family was during the disaster

The family’s feelings on the damage to the home and the contents

• Make a list of the rooms damaged, and the contents by room.

Disaster caused needs of the client

Items of assistance that can be used now.

Assistance provided

• Example: Disbursing Order/Client Assistance Card, Referrals given, etc.

10/17/05:03:00 The family was at home at the time of the fire. They were asleep. The smoke detector alerted them to the fire, and they were able to get clear of the building. The children have no clothing, as the fire severely damaged their bedroom. The family has only their pajamas and blankets from the fire company.

DO# 123445: Hotel Sleep; DO #123446: Clothing for the family at Target;

CAC #51450000: Groceries at Giant

Damage Assessment

This section is completed with information from the damage assessment report. This is NOTNOT the client’s feelings about damage.

If you are on a national assignment, do not fill in this block. Disaster Assessment will complete this information.

NoneWater damage to the living room & master bedroom.Single Family House

Primary dwelling

Front windows were broken out by fire department; bedroom furniture is in the front lawn. There is a hole in the roof from the fire department.

Medical InformationIf the client requires immediate medical attention, take the client to the EMT or to Disaster Health Services (DHS). If you go to DHS, give them the 901.

If the client needs non-emergency medical assistance: Complete a 1475 (Client Assistance Memorandum), and write ‘See 1475’ in the Medical Information section. This is due to the need for privacy under the HIPPA Law.

If the client has no medical needs, write NONE in the blank.See 1475

This section is located on the fold of your 901 form.

It is used to identify the person who will review your case or who your supervisor

is.

Family Recovery Plans• Write both the plans for now, and the plans for the future.• Make sure to list how long the family plans to stay in alternate

housing, and if they can return to their old housing.• List whether or not the family needs temporary housing while they

look for a new home or while repairs are made to the old.• List the type of insurance, what the insurance covers, the amount of

coverage for each type, name & telephone number of the insurance company, the agent’s name, and if the client has filed a claim.

• If the client has filed a claim, fill out a release of confidential information for the insurance company and/or the agent.

• Include plans to use personal, government or other resources available as well as Red Cross assistance.

The family plans to stay in a hotel with Red Cross assistance for the next 3 days while they look for a new apartment. They do not have insurance, and are not sure if the landlord will repair the property or allow them to return. They plan to look for a new apartment with help from a local church. The family will wash what clothing they were able to get out of the house, and use Red Cross assistance to purchase immediate clothing needs as well as food for meals and laundry supplies. The mother plans to take the children to school and will ask the school social worker for assistance as well. Caseworker has requested that the client call the chapter.

Directions to Residence

The Red Cross may need to visit the family after they return to the home, or they may need to conduct additional damage assessment visits.You should get clear directions to the home from the Red Cross chapter or service center with the help of the client.If the client lives in a rural area, or uses Post Office Box as an address, be sure to include clear directions for the house. This might mean listing house color, commercial or other landmarks, and distance.

From the Red Cross: Turn right out of the driveway, and go to the first light. Make a left, and go 2 miles. You’ll pass a shopping center on the left, and the house is the gray one on the right.

Referrals• If you write a referral for the client, be sure to list it here.• The following agencies are ONLY ONLY used for a presidential declaration of

disaster:• FEMA: Federal Emergency Management AgencyFEMA: Federal Emergency Management Agency• IFGP: Individual Family Grant ProgramIFGP: Individual Family Grant Program• TH: Temporary (Disaster) HousingTH: Temporary (Disaster) Housing• SBA: Small Business AdministrationSBA: Small Business Administration• FMHA: Farmers’ Home AdministrationFMHA: Farmers’ Home Administration• Others: SpecifyOthers: Specify

• For a local disaster, the agencies on page 26 of your workbook are the ones For a local disaster, the agencies on page 26 of your workbook are the ones most frequently used.most frequently used.

Signatures• The head of household or another responsible adult

(18+) signs in the box labeled ‘Signature of Family Representative’ to state who gave information on the 901.

• The person who signs for the family enters the date in the next block.

• The interviewer signs the form labeled ‘Signature of Interviewer’ and enters the date in the next block.

• If no one in the family can write, have one family member make an ‘X’ in the signature block and have it witnessed by an adult other than the interviewer.

John Smith 10/17/05

Magi D. Shepley 10/17/05

Release of Confidential Information• In order to get or share information about the family with the major agencies

listed in the Signature Block, we must have a release of confidential information.

• The release should be read and explained to the clients applying for Red Cross assistance, even those that do not receive financial assistance.

• The decision to sign or not sign belongs to the client.• If the client signs the release, have him or her sign and date it. If nobody in

the family can write, follow the same steps as for the signature block.• If the client does not sign the release, explain that the Red Cross cannot give

or get information from any of the other agencies that they may be able to get help from.– In the space just below the statement, write the reason the client did not

sign.• After the client has signed, the interviewer should also sign and date the

form.• This is a restricted release, and is only good for the agencies that are listed.

John Smith 10/17/05

Magi D. Shepley 10/17/05

Information from Home Visits & Other Contacts

• If a home visit or other client contact is made, you should record the information in this block.

• This block can also be used as an overflow area from the ‘Brief Statement’ block above.

• It is important to include the time and date as the first part of the entry. • If you need more room, use the blank back of the 901 form.• Identify all disaster-caused needs and disaster-aggravated needs and

address them through either Red Cross assistance or local referrals.• List the assistance provided.• Sign your full name to the end of the entry.

10/19/05:1:00 pm—Caseworker visited the Doe family to see what they needed in their new apartment. Issued a referral to the Salvation Army for additional furniture, and a CAC card for K-Mart to buy sheets and towels. Client states all needs were met. Recommend that case be closed. Lucille Ball

Interview Summary

Remember… The Red Cross can provide a variety of assistance to clients, including

• Referrals to other agencies• Giving items such as comfort or clean-up kits

directly to the client.• Providing financial assistance in the form of

Disbursing Orders (Dos) or Client Assistance Cards (CACs).

• Listening

The 901 makes ALL of this happen!The 901 makes ALL of this happen!

Other Forms You Might Need…

Acrobat Document

Acrobat Document

This is used when the Red Cross refers the clients to another agency.

If you look at the 901, the release of information that form only covers the agencies on that form. We use this form for any other agencies that we might want to give or get information from.

Acrobat Document

This is the health services form that should be used to record health information important to the case.

It may be started by a caseworker, disaster health or disaster mental health services.

Acrobat Document

This form is used to help clients receive assistance for rent or a security deposit. The landlord completes the form and the client returns it to the Red Cross.

It is important to check that the landlord will accept a Red Cross DO or CAC card.

Next Step… DOs and CACs!Disbursing Orders

DOs are 4 part forms .Each DO lists exactly the item that may be purchased, how much can be spent, and the store the client chose.You must write a separate DO for each category of assistance.They must be handled carefully and completed correctly because they are the same as a check.There are directions on page 86 of the 3045 for filling out Disbursing Orders.You will use a disbursing order You will use a disbursing order locally for a hotel. All chapters locally for a hotel. All chapters have switched over to Client have switched over to Client Assistance Cards! Assistance Cards! It is still It is still important to know how to use a important to know how to use a Disbursing Order, because you Disbursing Order, because you never know when you might never know when you might need one… Technology is NOT need one… Technology is NOT always available!always available!

Client Assistance CardsCAC cards are similar to the gift card you get for the local mall: Good in any store that accepts a credit card, and can store any amount of money!CAC cards are NOT debit cards. The client cannot get cash from the card.The 4-digit pin number only acts as identification if the client needs to call the 800 number on the back of the card.You usually only need one CAC card per client/family, which means there is less paperwork to fill out.You do not need to have the client choose a store, or list the address because they can go to ANY store.CAC cards are “blank” until they have money loaded on them by an authorizer. This means that they cannot be used if they are stolen.CAC cards cannot be used for hotel rooms.

Getting your DOs and CACs!• You will need to sign out both

Disbursing Orders (using the 5740: DO Charge-Out Form) and Client Assistance Cards (using the 1032: Client Assistance Card Charge-Out Form).

• On a National Operation, you will do this with the Financial and Statistical Information (FSI) function.

• Locally, you will get them from a person assigned to that duty.

• At the end of the day on a national operation or when you have used all of your DOs/CACs, you will turn in the 5740 or 1032. You will also turn in unused CAC cards or DOs, as well as any DOs that have been voided.

Acrobat Document

Acrobat Document

Forms Used With DOs and CACsThe Emergency Assistance Price

list has the items that clients most commonly need after a disaster.

• The left side of the form are lists of items and the classifications they fall under. For example, all personal needs are Class 2 and all housing needs are Class 3.– When writing a DO, each When writing a DO, each

class must be on a separate class must be on a separate form! form! This is not necessary with a CAC card.

• The right side of the form has sample wording that you should use when writing a DO or a CAC form.

• If the client has a need that is not on the pricing guide, speak to your supervisor about ways we can help.

Acrobat Document

Important Facts about Using the 4416!Important Facts about Using the 4416!

• This is not a shopping list for the clients and clients do not need to see this form.

• The interviewer and client, together, decide the immediate needs of the family and according to need, provide the appropriate item to meet that need.

•Only give items that can be used immediately

Forms Used With DOs and CACs

Chapter Merchant or Vendor List• Since the Disbursing Order requires that the

store address and name be listed, most chapters maintain a list of stores that accept DOs.

• The client should choose the store they wish to shop at, and the caseworker should use this as a reference for the address of the store.

• This is not needed with the CAC cards, since the client can shop anywhere that accepts MasterCard.

Canceling and Voiding DOs

• Just like a check, writing on the DO cannot be erased, crossed out or written over.

• If a mistake is made, VOID the Disbursing Order.– You need all 4 copies of the DO in order to VOID it.

• If you discover the mistake after the client has left, or if the client does not need the DO after it was written, the DO should be cancelled.– The client needs to return the white and green copies in order to

cancel the DO.– Records and Reports will take care of the yellow copy.

• The instructions for canceling and voiding DOs is also on page 89 of the ARC 3045.

Voided and Cancelled DOs

You can VOID a DO

when you have these

copies:• white• green• pink

• yellow

You must CANCEL a

DO when you only

have these copies:• white• green• pink

A client needs shoes and clothing for 3 children. She can buy the shoes and the clothing at the same store, and she is using a Disbursing Order.

How many DOs does the caseworker need to write?

A client needs restaurant meals and infant supplies. She can use the groceries immediately, but she cannot buy the two items at the same place.

How many CAC cards does the caseworker need to issue?

Step 1: DateStep 2: Name and Address of the Red Cross office

(that is paying the merchant. This may already be filled in for you in some places.)

Step 3: Disaster Relief Number (DR #)Step 4: Merchant’s Name and street addressStep 5: The name of the client and the address from

the 901.Step 6: Items needed; refer to pages 87-89 of the

3045 or your Emergency Assistance Price List.Step 7: Total items and write out the amount the

same as you do for a check.Step 8: Sign your name and then print it in the next

blank.Step 9: Have the client sign their name.Step 10: Fill in the Chapter Number.Step 11: Classification of Items (see your Emergency

Assistance Price List).Step 12: Write the Case Number from the 901. Acrobat Document

Step 1: DateStep 2: Name and Address of the Red Cross office (that is paying the

merchant. This may already be filled in for you in some places.)Step 3: Client Assistance Card NumberStep 4: Check if it is an initial interview or a follow-up interview.Step 5: Check if it is a single family case or a multi-family case.Step 6: Write in the case number from the 901.Step 7: Write in the Disaster Relief Number or the chapter incident

number.Step 8: Write the classification, the item of assistance, the unit price

and the total amount for that item.Step 9: Add up the amount of the assistance given, and write the total.Step 11: The client signs, dates, and writes their identification.Step 12: Fill in the Authorized By section with your name.Step 13: Fill in the name of your CAC card authorizer, if you know the

name.Step 14: Fill in the client’s 4-digit access code. Using the last 4-digits

of their phone number is a good idea.Step 15: Fill in the chapter code.

Acrobat Document

• Think about a recent conversation you had that did not go the way you wanted it to.– Briefly explain the

conversation.– Tell why it did not go as

expected.– What happened?

• Why did the conversations have these problems?

Imagine……that you have just lost your possessions,

or your home. You are sitting with a Red Cross worker, which you have never done

before, answering different questions. You don’t know what kind of help you’ll

get. You are concerned about the recovery of your family and yourself.

What would you expect from the interviewer?

• Not paying attention: Listeners may allow themselves to be distracted or to think of something else.

• Pseudolistening: Listeners are thinking about something else, but deliberately trying to look as if they are listening.

• Rehearsing: Some people listen until they want to say something then stop listening and wait for the opportunity to respond.

• Interrupting: The listener does not wit until the complete meaning is understood, but interrupts the speaker so the speaker stops mid-sentence.

• Hearing What Is Expected: People often think they heard the speaker say something that they wanted to hear.

• Minimize Distractions: Tune out extra noise from where you are.

• Focus on the other Person: Try to understand the client’s viewpoint, beliefs and needs.

• Notice non-verbal language: A shrug, smile, or nervous laugh can tell you a lot.

• Get & Give Feedback: Make certain you are listening. Ask a question, or confirm you heard what you think the client said with a comment.

Asking the Right Questions!

Directive Questions:

Help us to get basic facts quickly.

Used to lead the client to specific types of answers.

Frequently begin with these words: Is, Who, Where, When, Are, Were, Have, Has, Will, Do, Does, Can, & Would

Asking the Right Questions!

Open-Ended Questions:

Allows the client to talk & ‘tell their story’.

Gives the client the option to tell what they might need.

Frequently begin with these words: What, Why, How, Tell Me About, Please Explain To Me

To help you get the whole picture, pairing an open-ended question with a direct question works well. Example: What are your housing plans? Followed by, “Can you continue to stay with your sister?”

Resource Lists & Referrals

• The Red Cross cannot usually meet every need that a client has as the result of a disaster.

• Our job is to provide verified emergency needs caused by or aggravated by a disaster.

• By asking the correct information, we can better use other resources and referrals to hook our clients up with the assistance they need to move forward with their lives.

Local Resources

Housing• Welfare Department• Housing Authority• Interfaith Agencies• Realtors• Shelters

Food• Food Banks• Interfaith Agencies• Meals on Wheels• Soup or food kitchens

Local Resources

Linens, Housewares, Clothing & Furniture• St. Vincent de Paul

• Salvation Army• Interfaith Agencies

• Thrift Shops• Other local relief organization

How to Make a Referral

It is important that you give the client information about the agency and the assistance they can provide.

Give the clients the following information if you have it:• What can help can they get from the agency?• Do they need paperwork from the Red Cross?

• Do they need an appointment?• Do they need identification?

• Does the agency have income restrictions?

Assignment Settings… OR

Where do I USE THIS STUFF?!Office Settings• Chapters• Service Centers• Call Centers

(hotlines)

Field Settings• Disaster Action

Team (DAT)• Community

Outreach• Home Visits

In the office setting, you In the office setting, you will have greater access will have greater access to supervisory support, to supervisory support,

material support such as material support such as photocopiers or forms.photocopiers or forms.

In the office setting, you In the office setting, you will have greater access will have greater access to supervisory support, to supervisory support,

material support such as material support such as photocopiers or forms.photocopiers or forms.

In these settings, you will In these settings, you will be out in the field or at a be out in the field or at a client’s home. You may client’s home. You may

be sitting on the sidewalk be sitting on the sidewalk or in car to do your or in car to do your

paperwork.paperwork.

In these settings, you will In these settings, you will be out in the field or at a be out in the field or at a client’s home. You may client’s home. You may

be sitting on the sidewalk be sitting on the sidewalk or in car to do your or in car to do your

paperwork.paperwork.