standard operating procedure - web viewhuman shelter services sop ... each branch director will have...

State Managed Shelter

Standard Operating Procedure

Operations Section

Registration and Intake Services

TEMPLATE – Updated May 2013

TABLE OF CONTENTS

I. FUNCTION...........................................................................................................................................1

II. PURPOSE..............................................................................................................................................1

III. MISSION..........................................................................................................................................1

IV. PROTOCOL.....................................................................................................................................1

V. PLANNING ASSUMPTIONS.............................................................................................................1

VI. BACKGROUND..............................................................................................................................2

VII. ORGANIZATION...........................................................................................................................2

VIII. JOB DUTIES BY POSITION.........................................................................................................4

IX. COMMUNICATIONS.....................................................................................................................6

A. ALERT AND NOTIFICATION.................................................................................................................6B. INTERNAL AND EXTERNAL COMMUNICATION....................................................................................6

X. DISASTER INTELLIGENCE.............................................................................................................7

XI. PROCEDURES................................................................................................................................7

A. MANAGEMENT AND REPORTING........................................................................................................7B. GREETING...........................................................................................................................................8C. REGISTRATION, INTAKE, AND DISCHARGE.........................................................................................9

ATTACHMENTS

MANAGEMENT AND REPORTING......................................................................ATTACHMENT 1 - 1

REGISTRATION AND INTAKE LAYOUT................................................................................TAB 1 - 1REGISTRATION AND INTAKE SERVICES UNIT LOG..........................................................TAB 2 - 1REPORTING REQUIREMENTS..................................................................................................TAB 3 - 1

REPORTING USING EWA PHOENIX................................................................................................................................Tab3 - 1REPORTING USING PAPER FORMS.............................................................................................................................Tab 3 - 13

GREETING.................................................................................................................ATTACHMENT 2 - 1

STATE MANAGED SHELTER RULES AND GUIDELINES....................................................TAB 1 - 1SHELTER SERVICES GUIDE.....................................................................................................TAB 2 - 1LOCAL GUIDE............................................................................................................................TAB 2 - 4GREETER QUICK GUIDE...........................................................................................................TAB 3 - 1PET HOUSING ALTERNATIVES...............................................................................................TAB 4 - 1LANGUAGE BOARDS.................................................................................................................TAB 5 - 1EVACUEE REGISTRATION GUIDE...........................................................................................Tab 6 - 1FAMILY/GROUP PRE-REGISTRATION FORM.......................................................................TAB 7 - 1

REGISTRATION, INTAKE, AND DISCHARGE..................................................ATTACHMENT 3 - 1

EWA PHOENIX REGISTRATION, INTAKE AND DISCHARGE............................................TAB 1 - 1LOG INTO THE SYSTEM:.................................................................................................................................................Tab 1 - 1REGISTRATION:................................................................................................................................................................Tab 1 - 2INTAKE:............................................................................................................................................................................Tab 1 - 10DAILY MOVEMENT (CHECK-IN AND OUT OF EVACUEES):....................................................................................Tab 1 - 14DISCHARGE:...................................................................................................................................................................Tab 1 - 17

DIETARY AND SPECIAL NON-MEDICAL NEEDS FORM....................................................TAB 2 - 1COMMONWEALTH OF VIRGINIA HUMAN SHELTER REGISTRATION/INTAKE FORM TAB 3 - 1FAMILY/GROUP PRE-REGISTRATION FORM DECISION MATRIX...................................TAB 4 - 1

Table of Contents i

STANDARD OPERATING PROCEDURE

I. Function: State Managed Shelter Operations Registration and Intake Services

II. Purpose: To provide guidance to those working within the Operations Section of the State Managed Shelter to provide registration and intake services.

III. Mission: To provide expeditious, efficient and accurate registration and intake of individuals and families seeking emergency shelter as a result of a mandatory evacuation order.

IV. Protocol:

A. Evacuees will register any non-service animals at the associated pet shelter location prior to entry of the human shelter location.

a. If a pet shelter is not co-located with the human shelter, the evacuee will be given the site-specific Pet Housing Alternatives flyer and assisted in determining an alternate housing location for their pet and/or family.

B. All evacuees will be assessed during registration prior to placement within the facility in either the general population or special medical needs section of the SMS. This standardized assessment is within this SOP.

C. Every person will be asked for a form of identification at registration (primarily a driver’s license), but no one will be denied entry if this cannot or will not be produced.

V. Planning Assumptions:

A. Evacuees will not enter the facility in-mass but will enter in waves or piece-meal.

B. Evacuees may not come as complete family groups and will need to be connected appropriately with other family members within the SMS.

C. Family groups may contain one or more types of evacuees (general population/special medical needs/pets) and will need to be linked even if not located together within the SMS.

D. Pet registration and intake services are discussed within the Animal Shelter Services Standard Operating Procedures.

Human Shelter Services SOP Page 1

Operations SectionChief

Registration & Intake ServicesBranch Director

Pet Registration & Intake RegistrarsRegistration & Intake Group SupervisorGreeters

Pet Registration and Intake Group will report to the Animal Services Branch Director. All equipment and management tools will be provided by RIS Branch.

Registration & Intake Registrars

VI. Background:

Evacuees will be greeted at the reception area and handed a pre-registration paper form for completion prior to meeting with a registrar. At the registration desk, evacuees will be interviewed and given identification tagging for security and tracking purposes. Electronic systems will be used. In the event that an electronic system is not available, a manual system will be implemented. Pet processing may take place inside or outside, depending on the space needs of the operation and the facility. Based on the completed pre-registration form or upon discussion at registration, individuals may be referred to the Medical Assessment nurses for assistance and evaluation.

Announced rules and regulations governing the SMS site will support the safe and orderly processing and sheltering of evacuees. Messaging concerning these rules should be announced via all available means of transmission (video, electronic message boards, and print media). These same rules and regulations should be posted conspicuously throughout the SMS site through signage and bulletin boards.

VII. Organization:

Insert Registration and Intake Services Branch Section Organizational Chart here from the site-specific plan.


Unified Command

Planning SectionOperations Section Logistics SectionFinance & Admin Section

Public InformationOfficer

Unified Command Members:VDSS, Institution, VDH, VSP, VDACS

Time, Risk and Workman’s Compensation

Security Services

Food Services

Human Shelter Services Facilities

Special Medical Needs Services

Communica-tions

Animal Shelter Services

Safety, Environmental Health and Surveillance Officer

Cost and Procurement

Registration and Intake Services

Claims

Ground Support

Insert overarching organizational chart here from the site-specific plan.


VIII. Job Duties by Position:

JOB TITLE DUTIES KSABranch Director: The Registration & Intake Services Branch Director will oversee the entire registration process affecting all staff and evacuees at the SMS site.

Obtain briefing from the Operations Section Chief.

Supervise Branch operations. Develop alternatives for Branch

control operations. Interact with the Operations

Section Chief and other Branch Directors to develop tactics to implement incident strategies.

Be prepared to attend incident planning meetings at the request of the Operations Chief.

Review assignments within the Branch and report status to the Operations Section Chief.

Assign specific work tasks to Group Supervisors.

Monitor and inspect progress and make changes as necessary.

Resolve logistics problems reported by subordinates.

Provide clear direction, assignments, and guidance to effectively structure and organize work activities, maximize productivity, and conform to incident objectives.

Communicate emergency procedures that are consistent with the safety and security plans in a timely manner.

Provide for the safety and welfare of assigned personnel during the entire period of supervision.

Report accidents and medical emergencies.

Maintain Unit Log. Approve timesheets for direct-

report staff. If no Registration and Intake

Group Supervisor is assigned for the site, assume all duties of the Group Supervisor.

Strong leadership in a team environment

Ability to motivate and direct Ability to communicate both

verbally and in writing Sensitivity in human interactions

to diversity and inclusiveness Ability to organize work activities

delegate work and directly supervise a diverse work unit

Ability to effectively convey information

Greeter: Greeters must be familiar with the shelter site layout and the shelter’s policies and rules. Their primary responsibilities are greeting evacuees, staff and guests and informing

Meet and direct evacuees upon arrival at the shelter

Assure that evacuees receive the pre-registration form and shelter guide (including the printed rules and regulations); assist with questions or completion as necessary

Ability to effectively listen, understand and communicate information.

Must be flexible and adaptable in various situations and work settings, including weather conditions, cultures, and geographic areas for extended


JOB TITLE DUTIES KSAand directing them to the appropriate reception and registration/intake service areas.

Assure that evacuee’s immediate personal needs are addressed

Assist with shelter set-up. Maintain knowledge of shelter

services and schedules and provide guidance to evacuees and staff throughout the sheltering event.

Pre-identified Greeters will serve a dual role. If an unaccompanied minor presents at the shelter site, one of these pre-identified greeters per shift would then become the Children’s Issues Coordinator within the Human Shelter Services Branch and would transfer to the leadership of this Branch Director.

periods of time. Demonstrate sensitivity to cultural

diversity, race, gender, disabilities, and other individual differences in accordance with the

COV’s nondiscrimination policy. Establish an effective rapport with

individuals who are initially difficult, emotional, or distressed.

Relate effectively to people from varied backgrounds and different situations.

Those Greeters pre-identified for the dual role as Children’s Issues Coordinator will be knowledgeable in the area of Social Services Licensing.

Group Supervisor: The Registration and Intake Group Supervisor will oversee the actual registration process for each category of shelter residents (general populations, special medical needs populations and pets), staff and guests at the site opened in response to a mandatory evacuation order issued by the Governor during a declared State of Emergency. The supervisor will serve as the point of coordination for all registrars and will provide guidance and training as needed. The Registration and Intake Group Supervisor ensures that the registration teams have the necessary equipment and supplies to perform their tasksand is responsible for managing the work schedules of teams.

Project staffing and other support requirements for the operation.

Assess workload and request the appropriate numbers and types of resources.

Ensure that all registration areas are staffed at all times.

Ensure the registration areas have appropriate equipment and supplies.

Re-stock equipment and supplies when necessary at reception areas.

Monitor performance of Registrars to assess the need for possible rest or rotation.

Resolve staff conflicts and/or recognize when a conflict must be referred to a higher level.

Be knowledgeable to answer evacuee questions or direct evacuees to the appropriate source.

Provide clear direction, assignments, and guidance to effectively structure and organize work activities, maximize productivity, and conform to incident objectives.

Communicate emergency procedures that are consistent with the safety and security plans in a timely manner.

Provide for the safety and welfare of assigned personnel during the entire period of

Strong leadership in a team environment

Ability to manage multiple priorities and tasks simultaneously.

Organize work activities, delegate work and directly supervise a diverse work unit.

Maintain a high standard of ethics required of State employees that is consistent with COV core values.

Strong communication (written and verbal) skills including effective listening.

Competently use computer resources required to support the task.

Must be flexible and adaptable in various situations and work settings, including weather conditions, cultures, and geographic areas for extended periods of time.

Demonstrate sensitivity to cultural diversity, race, gender, disabilities, and other individual differences in accordance with the

COV’s nondiscrimination policy. Establish an effective rapport with

individuals who are initially difficult, emotional, or distressed.


Comply with chain of command


JOB TITLE DUTIES KSAsupervision.

Report accidents and medical emergencies.

principles by operating within the established lines of authority.

Registrars: Accurately rrocess evacuees upon arrival at the shelter

Use pre-registration forms and registration discussions to appropriately refer individuals or families to the Health Assessment nurse for further evaluation of need.

Accurately annotate functional needs of individuals during registration.

Maintain accurate counts of individual functional and medical needs.

Maintain accurate and current count of individuals registered at the facility.

Maintain an accurate and timely account of individuals physically inside the building at any given time.

Skill in use of personal computer, Microsoft Office and internet.

Ability to use off the shelf software packages.

Skill in effectively communicating with diverse groups of people.

Must be effective listener and detail oriented.

Establish an effective rapport with individuals who are initially difficult, emotional, or distressed.


IX. Communications:

A. Alert and NotificationIt is the responsibility of each agency tasked in the site-specific State Managed Shelter Plan to contact their appointed staff that supports the SMS.

It is the responsibility of all identified staff to assure that their contact information is correct at all times and report any changes immediately to their agency, institution, or organization.

B. Internal and External CommunicationThe incident command and general (Section Chiefs) staff will be located in the Unified Command Center. This Center will have full internet, phone, fax, and radio. Each Branch Director will have, at a minimum, a radio which will allow communication between the Operations Section Chief and the other Branch Directors. Each Branch Director will have a computer which will be able to access word processing and spreadsheet software, the internet, e-mail and the shelter management tool (EWA Phoenix). Registrars may not individually have radios, but will be able to communicate as needed through their supervisor. Registrars will have computers with internet access and all other tools needed to allow registration and intake within the shelter management tool. Greeters will each have a radio for communication with the Branch Director and/or each other to assist evacuees throughout the shelter.

X. Disaster Intelligence:


Throughout an evacuation event, there is critical and essential information that is common to all emergencies. This section will identify the type of information needed to ensure a successful operation, where it is expected to come from, who uses the information, the format for providing the information, and any specific times the information is needed. Additional reporting needs may be identified as the event progresses, therefore this list is not all-inclusive.

Type of Information

Information Source

Information Recipient

Format for Providing

Information

Time Information Needed

Number of Evacuees Registered by Type

Registration database or paper registration forms

Unified Command or Planning Section

Registration database or paper report

Real-time update, as needed

Number of Staff Registered





Number of Volunteers Registered





Number of Guests Registered





Special Dietary Needs


Food Services Registration database or paper report

One hour prior to submittal of order for meal

Special Non-Medical Needs


Human Shelter Services


As noted individually and every 6 hours cumulatively.

Number of Pets Registered


Animal Shelter Services



XI. Procedures:

A. Management and Reportinga. Time: From the initial setup of the SMS through the shut-down of the

SMS.


b. Task: Assure appropriate Registration and Intake staff is accounted for, on-duty, trained, adequately equipped, and on-task. Submit accurate and timely registration and intake data to the appropriate recipient as needed and/or in accordance with the Operations Section Chief’s requests.

c. Responsible Section Members:1. Branch Director: Assure the appropriate equipment and supply

needs are available at all times for Greeters. Provide just-in-time training to Greeters upon arrival to the shelter. Maintain situational awareness and provide information to staff. Assure that staff sign in and out within the registration system and complete their agency-specific timesheets. Maintain continual awareness of the shelter and assist staff with issues needing additional resolution. Deliver accurate, sufficient and appropriate registration and intake data to the Operations Section Chief as required and/or requested. If no Registration and Intake Group Supervisor is assigned for the site, assume all duties of the Group Supervisor.

2. Registration and Intake Group Supervisor: Assure the appropriate equipment and supply needs are available at all times for Registrars. Provide just-in-time training to Registrars upon arrival to the shelter. Maintain situational awareness and provide information to staff. Assure that staff sign in and out within the registration system and complete their agency-specific timesheets. Maintain continual awareness of the registration and assist staff with issues needing additional resolution. Assure that Branch Director has access to accurate, sufficient and appropriate data as needed by the Operations Section Chief. Specifically deliver life-safety information (such as food allergies, medical needs) to the branch director for immediate delivery to the appropriate area for inclusion or resolution.

d. Format: Face-to-Face; Paper Forme. Resources:

1. EWA Phoenix 2. Group Pre-Registration Form3. Paper Registration Form

f. References:1. Management and Reporting Job Aid2. Time Management/Timesheet Job Aid (Finance and

Administration Standard Operating Procedures) – Not yet developed

B. Greetinga. Time: From the initial opening of the SMS to the close of the SMS.b. Task: Assure that those entering the shelter can easily acclimate to the

environment through courteous reception and direction. Assist those with


immediate needs (such as mobility, medical or other functional needs) to locate appropriate assistance to address their need. Assure delivery of pre-registration forms by all groups and assist in their completion as requested. Assure observance of shelter rules and guidelines and address concerns appropriately. Provide guidance and assistance to shelter residents and staff in regards to shelter services and activities.

c. Responsible Section Members:1. Branch Director: Delegation of tasks, delivery of situational

awareness and needed information to greeters, coordination of delivery of immediate needs, and resolution of concerns/problems.

2. Greeter: Courteous and friendly communication with evacuees in the shelter. Assessment of immediate needs of incoming evacuees and directing evacuees appropriately to and/or directly assisting in fulfilling the need. Assure delivery of pre-registration forms by all groups and assist in their completion as requested. Introducing and reinforcing shelter rules and guidelines. Assisting evacuees in navigating the shelter and the local area. Providing guidance to evacuees about shelter services and activities. Pre-identified Greeters will serve a dual role if unaccompanied minors present at the shelter site. If this were to occur, one of these pre-identified greeters per shift would then become the Children’s Issues Coordinator within the Human Shelter Services Branch and would transfer to the leadership of this Branch Director.

d. Format: Face-to-Face and Handoutse. Resources:

1. Language Boards2. Group Pre-Registration Form3. Branch Director4. Security and Traffic Management Branch5. Special Medical Needs Services Branch

f. References:1. Greeting Job Aid2. Shelter Rules and Guidelines3. Group Pre-Registration Form

C. Registration, Intake, and Dischargea. Time: From the initial opening of the SMS to the close of the SMS.b. Task: Register, intake, track, manifest and discharge evacuees seeking

shelter at the SMS. Sign-in and sign-out staff and volunteers daily.c. Responsible Section Members:

1. Registration and Intake Group Supervisor: Delegation of tasks, delivery of situational awareness and needed information to registrars, and resolution of concerns/problems.


2. Registrar: Complete an accurate initial assessment and intake of evacuees and their possessions including the distribution of identification bands for tracking purposes. Refer evacuees, as necessary, to the Medical Assessment nurse for further assessment and evaluation. In- and out-process staff and volunteers for daily shifts. Maintain accountability of residents within the facility at any given time by in- and out- processing shelter residents as they go into and out of the building. Manifest evacuees to alternate State Managed Shelter facilities if required. Discharge evacuees appropriately upon final departure from the shelter.

d. Format: Face-to-face; EWA Phoenix; Paper back-up formse. Resources:

1. EWA Phoenix 2. Group Pre-Registration Form3. Paper Registration Form4. Language Boards5. Language Line6. Special Medical Needs Services Branch

f. References: 1. Registration, Intake and Discharge Job Aid2. Group Pre-Registration Form3. Group Pre-Registration Form Matrix4. Paper Registration Form


JOB AID:MANAGEMENT AND REPORTING

The supervision and management of employees and key data is critical to the overall positive outcome of the sheltering event.

The Registration and Intake Branch Director will:

Upon initial entry into the shelter:

o Introduce himself/herself to the Operations Section Chief.

o Receive a situational and operation brief from the Operations Section Chief.

o Request through the Operations Section Chief (through Logistics) that the Registration and Intake areas be set up according to the identified layout of the site (see Attachment 1, Tab 1).

o Receive and test all communications equipment needed for him/herself and all Registration and Intake staff.

o Assure that sufficient copies (approximately 1 for every 2 spaces available at the shelter) of the Group Pre-Registration Form are made and available to be given to the Greeters. Acquire clip boards and writing utensils to be used by evacuees as they complete their forms.

o Assure that sufficient copies of the printed report forms (including paper registration forms) are available in the case of the unavailability of the EWA Phoenix system. Forms should be printed such that there are enough blank forms available for three days of paper-format reporting if necessary.

o Update and prepare the Greeter Quick Guide with event specific schedule information.

o Assure sufficient copies of the Language Boards are available for use by the greeters and registrars. Place language boards, paper pads, writing utensils, and a copy of the Registration and Intake Job Aid at each registration site.

o Be prepared to access the language line if needed. The R&I Branch Director will be the only person with access to this service. All others must request assistance of this service through the R&I Branch Director.

Have the World Wide Interpreters (language line) phone number available and with you at all times. 1-866-478-1811

o Call and state what language is needed.

o Meet with the Registration and Intake Group Supervisor upon his/her arrival to the shelter to:

Management Job Aid Attachment 1 - 1

Discuss the shelter situation and give a brief operational overview.

o Discuss in-house communication and chain of command issues and concerns.

Discuss delivery of a just-in-time training and/or refresher course for registrars

Distribute Group’s communications equipment.

o Meet with the Greeters upon their arrival to the shelter to:


Deliver just-in-time training and/or refresher course for greeters to include:

o Daily check-in and check-out

o Timesheet requirements

o In-house communications and chain of command issues

o Policy and protocol

o Job duties

o Shelter layout

o Local information

o Services/supplies available

How to request/receive these services/supplies

Post assignments.

Distribute communications equipment.

Distribute handouts.

o Shelter Waiver and Rules (see Attachment 2, Tab 1)

o Language Board (see Attachment 2, Tab 5)

o Group Pre-Registration Form (see Attachment 2, Tab 6)

o Shelter and Local Guide (see Attachment 2, Tab 2)

o Greeter Quick Guide (see Attachment 2, Tab 3)

o Pet Housing Alternatives Flier (see Attachment 2, Tab 4)

Throughout shelter activation:

o Assure reception of situational and operational briefings from the Operations Section Chief upon incoming shift and as needed.

o Provide updates as needed to staff regarding situational status, shelter status, meals, operational changes, etc.


o Assure staff has appropriate, sufficient and operational equipment and supplies.

o Provide a shift change briefing to the incoming Branch Director to include:

Current status of the Branch

Any issues that occurred during the shift

Any ongoing issues that will need to continue to be addressed

Any upcoming events, issues, etc that the oncoming Director needs to be aware of

o Assign greeter posts.

o Assist greeters in reception and delivery of special needs items, resources and services.

o Assist all Registration and Intake staff with problem and conflict resolution as needed. Request the assistance of Security if necessary.

o Be prepared to access the language line if needed. The R&I Branch Chief will be the only person with access to this service. All others must request assistance of this service through the R&I Branch Chief. Have the World Wide Interpreters (language line) phone number available and with you at all times. 1-866-478-1811

PIN: 15718

State what language is needed.

o If the EWA Phoenix system is unavailable:

Complete and distribute needed reports as prescribed.

o Registration and Intake Update Form

Noon

Midnight

o Food Services Update Form

8 a.m.

Noon

Midnight

o Assure appropriate check-in and check-out of all staff has been completed.

o Review and approve timesheets. Photocopy all approved timesheets and provide the copy to the Finance and Administration Section, Time, Risk and Workman’s Compensation Unit Leader.


o Maintain Unit Log for the Branch.

At shelter demobilization/closing:

o Submit written notification to the Operations Section Chief of unneeded resources and/or equipment that can be reallocated or demobilized (including staff).

o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released.

o Review final timesheets for accuracy and approve. Photocopy approved timesheets and provide the copy to the Finance and Administration Section, Time, Risk and Workman’s Compensation Unit Leader.

o Assure all staff receive after action report forms and are given time to complete and submit them prior to departure.


The Registration and Intake Group Supervisor will: (At some smaller SMS sites, there is no R&I Group Supervisor. In this case, the responsibilities for this position roll up into the Branch Director’s responsibilities,)


o Introduce himself/herself to the Registration and Intake Branch Director.

o Receive a situational and operational brief from the Registration and Intake Branch Director.

o Assure that the Registration and Intake area has been set up according to the identified layout of the site (see Attachment 1, Tab 1).

o Receive and test all communications equipment needed for him/herself and all Registrars.

o Introduce himself/herself to the Registration and Intake Branch Director.

o Meet with the Registrars upon their arrival to the shelter to:


Deliver just-in-time training and/or refresher course for registrars to include.





o Job duties

o Use of EWA Phoenix for registration

Registration and intake

Head of household

Family members

Personal items

Pre-registered intake (manifested onto public transportation or registered at pet site)

Special circumstances (i.e. Registered Sex Offenders, functional needs requirements, etc.)

Daily Movement and Discharge

o Review of Group Pre-Registration Form and its use for initial assessment of health and support needs.


o Paper format registration and reporting

o Assignment to dormitory space

General population

Mobility needs

o Exceptional Issues

Referrals (medical, mental health, programmatic, etc.)

Special Needs

Post assignments.

Distribute communications equipment.

Distribute handouts.

o Dietary and Special Non-Medical Needs Form

Maintain Unit Log for the Group.


o Assure reception of situational and operational briefings from the Registration and Intake Branch Director upon incoming shift and as needed.

o Provide updates as needed to staff regarding situational status, shelter status, operational changes, etc.

o Assure staff has appropriate, sufficient and operational equipment and supplies.

o Provide a shift change briefing to the incoming Group Supervisor to include:

Current status of the Group

Any issues that occurred during the shift

Any ongoing issues that will need to continue to be addressed

Any upcoming events, issues, etc that the oncoming Director needs to be aware of

o Assign registrar posts.

o Assure that registration and intake is completed thoroughly, accurately and in a timely fashion such that reporting capabilities will be complete in either digital or paper format.

Assure that Registrars complete the Dietary and Special Non-Medical Needs Form individually as needs are identified and the forms are submitted to the Health Screening Nurse for input into the EWA system.


o Assist registrars in reception and delivery of special needs items, resources and services.

o Assist registrars with problem and conflict resolution as needed. Request the assistance of Security if necessary.


o Review and approve timesheets. Photocopy all approved timesheets and provide the copy to the Finance and Administration Section, Time, Risk and Workman’s Compensation Unit Leader.


o Review and approve timesheets.

At shelter demobilization/closing:

o Submit written notification to the Registration and Intake Branch Director of unneeded resources and/or equipment that can be reallocated or demobilized (including staff).

o Complete tasks on Demobilization Checkout sheets and sign such that the resource can be released.

o Once all evacuees have left the facility, assure that evacuees and pets have a setting of “choose” such that no occupancy is shown at the site.

o Review final timesheets for accuracy and approve. Photocopy approved timesheets and provide the copy to the Finance and Administration Section, Time, Risk and Workman’s Compensation Unit Leader.

o Assure all staff receive after action report forms and are given time to complete and submit them prior to departure.


ROPING

DESK

DESK

DESK

DESK

DESK

DESK

Registrar Health Assessment Nurse ChairEvacuee Chair

Registration and Intake #1



Intake #1 (for staff, volunteers and evacuees fully registered))

Greeter


Health Assessment

REGISTRATION AND INTAKE LAYOUT

Registration and Intake Layout Attachment 1, Tab 1 - 1

Registrar Chair

REGISTRATION AND INTAKE SERVICES UNIT LOG

UNIT LOG1. Incident Name

2. Date Prepared

3. Time Prepared

4. Unit Name/Designators

5. Unit Leader (Name and Position)

6. Operational Period

7. Personnel Roster Assigned

Name ICS Position Home Base 8. Activity Log

Time Major Events

Unit Log Attachment 1, Tab 2 - 1

9. Prepared by (Name and Position)

Time Major Events


Unit Log Instructions

1. Incident Name: VEOC Incident Name followed by name of SMS

2. Date Prepared: Day of Week, Month Day, Year

3. Time Prepared: Start Time of the Report in Military Time

4. Unit Name/Designators: Name of the Section/Branch/Group/Unit (i.e. Hospitality-Dormitory Group)

5. Unit Leader: Name and Position (i.e. Joe Smith, Hospitality-Dormitory Group Supervisor)

6. Operational Period: From the active, current Incident Action Plan: Time in Military Format Day of Week, Month Day, Year - Time in Military Format Day of Week, Month Day, Year

7. Personnel Roster Assigned: Name, Position and Location for each direct staff member within your group (i.e. for the Hospitality Dormitory Group Supervisor - Hospitality-Dormitory Coordinators, Names and Posts)

8. Activity Log: List major events that occur (e.g., task assignments, task completions, injuries, difficulties encountered, etc.) and the time (in military format) when they occurred

9. Prepared By: Enter name and title of the person completing the log. Provide log to immediate supervisor, at the end of each operational period.


REPORTING REQUIREMENTS

The Registration and Intake Branch will be a primary point of data collection for the shelter. It is critical that the information collected is accurate and timely. Although most reporting will occur through the EWA Phoenix System, procedures need to be developed in the case that the electronic system (EWA Phoenix) is not working.

REPORTING USING EWA PHOENIX

The following table indicates the basic information that will be required from the Branch. This table indicates the use of the EWA Phoenix System for delivery of the data, and assumes that the recipient will personally access the data as needed. Each information type has a specific EWA Phoenix report that will supply the information, unless otherwise noted.

If additional reporting needs are required and on-site staff cannot determine a pre-existing report within the system to ascertain the data, contact the EWA Phoenix Administrator at [email protected] to see how best the reporting need can be fulfilled.

Type of Information

Information Source



Information



EWA Phoenix Unified Command; Planning Section

EWA Phoenix unable to report this at this time


Current Number of Evacuees in the Shelter by Type


EWA Phoenix Report






Current Number of Pets in the Shelter


EWA Phoenix Report






Current Number of Staff in the Shelter


EWA Phoenix Report


Number of EWA Phoenix Unified Command; EWA Phoenix Real-time update,

Reporting Requirements Attachment 1, Tab 3 - 1

mailto:[email protected]

Volunteers Registered

Planning Section unable to report this at this time

as needed

Current Number of Volunteers in the Shelter


EWA Phoenix Report






Current Number of Guests in the Shelter


EWA Phoenix Report


Special Dietary Needs

EWA Phoenix Food Services EWA Phoenix Report

One hour prior to submittal of order for meal

Special Non-Medical Needs

EWA Phoenix Human Services EWA Phoenix Report


The EWA Phoenix system will have the most accurate data available on evacuees, staff, volunteers and visitors. Unless the system is down, this system should be used to prepare all reports for the shelter.

NUMBER OF EVACUEES REGISTERED BY TYPE:

This is a report that will give you a listing of all evacuees who have registered since the beginning of the event at your site-specific shelter.

EWA Phoenix is unable to produce this report at this time.


CURRENT NUMBER OF EVACUEES IN THE SHELTER BY TYPE:

This report will prepare a list of all current evacuees listed as located within all of the shelters across the Commonwealth.

EWA Phoenix Report, Shelter Management Roster

1. Log into the EWA Phoenix website for Virginia at: https://www.ewaphoenix.co/VA_6_2/.

2. Select the correct event then enter your user name and password.

3. From the home screen select “Home”, then “Reports”, then “Registration Reports” on the top menu line.

4. The following screen will come up. To the far right select the tab “Shelter Management”.


5. The following screen (or similar) will come up.

From this screen, you can do a very quick determination of current occupancy and vacancies based on the listed capacity of the shelter within the shelter-specific plan.

6. To see the specific evacuees that are currently within the shelter, choose the “Roster” button beside the name of the location within the list. A screen similar to the following will come up in a separate window.

From this window, you can view the details for each registrant, save the page (as an html file), or print the data directly to a printer by clicking the appropriate buttons on the page.

a. To save the page as an internet (html) file, click the “Save This Page” button at the top right hand side of the screen. The following save pop-up will present itself.


b. Select the location in which you want the document saved by clicking the upside-down triangle next to the “Save in:” white box and selecting the location that you would like this file to be saved.

c. In the “File name:” box type in the name of the file you would like to have this file saved as. It is recommended that you save the file with a name that states the location, date, and time of the roster such as “Roster JMU 122811 0128PM”.


d. Then click the “Save” button.

NUMBER OF PETS REGISTERED:

This is a report that will give you a listing of all pets that have been registered since the beginning of the event at the site-specific shelter.


CURRENT NUMBER OF PETS IN THE SHELTER:

This report will prepare a list of all current pets listed as located within all of the shelters across the Commonwealth.

EWA Phoenix Report, Shelter Management




3. From the home screen select “Home”, then “Reports”, then “Registration Reports” on the top menu line.

4. The following screen will come up. To the far right select the tab “Shelter Management”.


5. The following screen (or similar) will come up.

Scroll down the screen until you see the “Pets” listing.


From this screen, you can do a very quick determination of current occupancy and vacancies based not the listed capacity of the shelter within the shelter-specific plan.

4. To see the specific pets that are currently within the shelter, choose the “Roster” button beside the name of the location within the list. A screen similar to the following cut will come up in a separate window.

From this window, you can view the details for each pet, save the page (as an html file), or print the data directly to a printer by clicking the appropriate buttons on the page.

a. To save the page as an internet (html) file, click the “Save This Page” button at the top right hand side of the screen. The following save pop-up will present itself.


b. Select the location in which you want the document saved by clicking the

upside-down triangle next to the “Save in:” white box and selecting the location that you would like this file to be saved.

c. In the “File name:” box type in the name of the file you would like to have this file saved as. It is recommended that you save the file with a name that states the location, date, and time of the roster such as “Pet Roster JMU 122811 0128PM”.


d. Then click the “Save” button.

NUMBER OF STAFF REGISTERED:

This is a report that will give you a listing of all staff who have registered since the beginning of the event at the site-specific shelter.


CURRENT NUMBER OF STAFF IN THE SHELTER:

This report will prepare a list of all current staff listed as located within all of the shelters across the Commonwealth.


NUMBER OF VOLUNTEERS REGISTERED:

This is a report that will give you a listing of all volunteers who have registered since the beginning of the event at the site-specific shelter.


CURRENT NUMBER OF VOLUNTEERS IN THE SHELTER:

This report will prepare a list of all current volunteers listed as located within all of the shelters across the Commonwealth.


NUMBER OF GUESTS REGISTERED:

This is a report that will give you a listing of all guests who have registered since the beginning of the event at the site-specific shelter.



CURRENT NUMBER OF GUESTS IN THE SHELTER:

This report will prepare a list of all current guests listed as located within all of the shelters across the Commonwealth.


SPECIAL DIETARY NEEDS OR NON-MEDICAL SPECIAL NEEDS:

This report will prepare a site-specific listing of all registered evacuees, staff, volunteers and guests with special dietary needs or non-medical special needs as listed upon registration and intake.



REPORTING USING PAPER FORMS

If the EWA Phoenix System is unusable due to internet outage, power outage, system outage or any other reason, this information will remain necessary for the operation of the shelter. It will become the responsibility of the Branch to assure that accurate information reach the recipients in a timely fashion such that appropriate planning and operational decision can be made. The following table addresses how the data will be delivered in the case of a EWA Phoenix System outage.

Type of Information

Information Source



Information



Registration and Intake Branch

Unified Command, Planning Section, Logistics Section

Registration and Intake Update Form

Twice daily; Noon and Midnight

Current Number of Evacuees in the Shelter by Type










Current Number of Pets in the Shelter










Current Number of Staff in the Shelter





Number of Volunteers Registered





Current Number of Volunteers in the Shelter







Unified Command, Planning Section,

Registration and Intake Update

Daily; Midnight


Public Information Officer

Form

Current Number of Guests in the Shelter


Unified Command, Planning Section, Public Information Officer


Daily; Midnight

Current Count of Special Dietary Needs


Logistics Section Special Food Service Needs Update Form

Three times daily; 8 a.m., Noon and Midnight

Dietary and Special Non-Medical Needs


Appropriate Branch based on need

Special Non-Medical Needs Form

Individually as needs are identified

This may only be a partial listing of the data needs of the shelter from the Registration and Intake Branch. Additional reporting needs may be identified as the shelter operates.


REGISTRATION AND INTAKE UPDATE FORM

1. Incident Name: VEOC Incident Name followed by Name of SMS

2. R&I Update Report Number: Number Consecutively

3. Time and Date Prepared: Time in Military Format Day of Week, Month Day, Year

4. Current Registration Summary:

a. Current number of shelterees:

i. General Population:

ii. Special Medical Needs Population:

iii. Pet Population:

b. Current number of staff and volunteers:

c. Current number of guests:

5. Event Total Registration Summary:

a. Total number of shelterees registered:

i. General Population:

ii. Special Medical Needs Population:

iii. Pet Population:

b. Total number of staff and volunteers registered:

c. Total number of guests registered:

6. Prepared by: Name, Title

7. Approved by: Name, Title


SPECIAL FOOD SERVICE NEEDS UPDATE FORM

1. Incident Name: VEOC Incident Name followed by Name of SMS

2. R&I Update Report Number: Number Consecutively

3. Time and Date Prepared: Time in Military Format Day of Week, Month Day, Year

4. Current Registration Summary:

a. Current number of shelterees:

b. Current number of staff and volunteers:

TOTAL MEAL COUNT:

5. Dietary Special Needs:

Low Sodium: Diabetic: Vegetarian: Vegan:

a. Religious Restrictions:

Restriction :

Restriction :

Restriction :

Restriction :

b. Food Allergy:

Allergy :

Allergy :

Allergy :

Allergy :

c. Other:

Need : Need :

6. Prepared by: Name, Title

7. Approved by: Name, Title


JOB AID:GREETING

Greeters are the shelter’s multi-purpose tool. Although specifically assigned the task of welcoming evacuees and assuring their needs are met, greeters provide guidance and assistance to shelter residents and staff in regards to shelter services and activities through the entire length of the shelter operation. Greeters are also the eyes and ears of the non-dormitory portions of the shelter; greeters assist in assuring the security and safety of the shelter by helping evacuees observe shelter rules and guidelines, providing insight from evacuee interaction, and monitoring non-dormitory activities for areas of concern.

Greeters will:


o Meet with the Registration and Intake Branch Director to:

Receive information on the shelter situation and get a brief operational overview.

Receive just-in-time training and/or refresher course that will include:





o Job duties

o Shelter layout

o Local information

o Services/supplies available

How to request/receive these services/supplies

Receive post assignment.

Receive communications equipment.

Receive handouts.


o Evacuee Guide (see Attachment 2, Tab 2)

o Greeter Quick Guide (see Attachment 2, Tab 3)

o Pet Housing Alternatives Flier (see Attachment 2, Tab 4)

o Language Board (see Attachment 2, Tab 5)

Rules and Guidelines Attachment 2, Tab 1 - 1

o Group Pre-Registration Form (see Attachment 2, Tab 6)

o Check-in as detailed in the training.

o Test communications equipment.

o Familiarize themselves with the shelter and its layout.

o Walk around the exterior of the shelter and the local surroundings to get oriented to the shelter.


o Clearly identify themselves and provide shelter and local information to all shelter evacuees, staff and volunteers.



o Cordially receive evacuees, staff, volunteers and guests and guide them to the appropriate registration process for that person/group.

Assure all groups receive the Group Pre-Registration Form and complete it prior to registration. Provide assistance as needed or requested.

Once a group has completed the Pre-Registration Form, guide them to the next, appropriate, available registrar.

o Evacuee

o Staff and Volunteers

o Guests

VIPs

Media

Family members and friends

o Determine if incoming evacuees have immediate needs. If assistance is required, immediately contact the appropriate listed branch/unit/group/position to notify him/her of the need. These immediate needs can include, but are not limited to:

Mobility assistance (example: a person being carried needing a wheelchair) – Health Assessment Nurse

Language assistance (example: a Spanish speaking individual with no other travel companions) – Registration and Intake Branch Director


Mental health assistance (example: a person walks in hysterical) – Health Assessment Nurse

Physical health assistance (example: a person walks in holding their chest) – Health Assessment Nurse

o Monitor evacuees, staff, volunteers, etc. to assure shelter rules and guidelines are being followed such that the shelter can remain secure.

For non-physical threats (example: cursing or has a pet), discreetly address the individual directly. If the individual continues to not comply with shelter guidelines or becomes agitated, request assistance from the Branch Director.

For physical threats (example: weapon or act of physical violence) immediately, yet discreetly, contact the Branch Director and request the assistance of Security.

o Observe evacuee, staff, volunteer, and guest interactions. Notify the Branch Director of any concerns or recurring themes.

At demobilization/closing:

o Complete final timesheet and submit to the Branch Director for review and approval. Be sure to compile all signed timesheets and return them to your day-to-day supervisor when you return to work.

o Complete after action report forms and return to the Planning Section prior to departure.


STATE MANAGED SHELTER RULES AND GUIDELINES

CAUTION AND RISKS:

The Virginia Department of Social Services does not assume liability for the safety

of you, your children, or your property. When you enter this shelter, you assume

liability for you, your children, and your property. Please exercise caution at all

times. This shelter is under the law enforcement jurisdiction of the State Police,

however, there may not be a State Police Officer on the premises at all times.

Please be aware that the Virginia Department of Social Services admits all persons who

follow shelter protocols to be housed in its shelters. This means that there may be

individuals who have been convicted of other violent crimes, sex offenses, or other

felonies admitted to this shelter along with you. Be aware of your surroundings and

supervise your children and your belongings at all times. DO NOT LEAVE CHILDREN

OF ANY AGE UNATTENDED OR WITH PERSONS WHOM YOU DO NOT KNOW.

The Department suggests that adults who enter the shelter together develop a system to

maintain contact with one another and be aware of each other’s location within the shelter

as much as possible. Report any suspicious activity to any shelter security or staff

member.

Any individual, child or adult, who violates shelter protocol will be asked to leave the

shelter. If the individual refuses to leave, the State Police will be called to escort the

individual off the shelter property. That individual will not be readmitted to the shelter.

According to Section 44-146.15(3) of the Code of Virginia, no weapons of any kind are

permitted in the possession of any individual other than law enforcement officers while in

the shelter.


RULES:

NO SMOKINGSmoking is permitted in designated areas outside of the shelter only.

NO WEAPONSThe possession of any type of weapon within the shelter is prohibited. This includes, but is not limited to, guns, knives, and any other item deemed a weapon by shelter security. Failure to comply with this rule may result in immediate eviction.

NO ALCOHOL OR DRUGSThe use of alcohol or any illegal drug while residing within the shelter may result in immediate eviction.

NO CELL PHONE USE IN THE DORM AREASCell phone usage is permitted everywhere within the shelter except for the dormitory areas and other special areas as listed at each site.

REGISTERED SEX OFFENDERSAny individual listed in the Virginia Sex Offender and Crimes Against Minors Registry, as defined by the Virginia Code, Chapter 9, who enters the shelter is required to notify the shelter management of his/her registry status


SHELTER SERVICES GUIDE

This should be posted at the information board for continual reference for all shelter residents. It should be posted next to a printout of the shelter layout with the service

areas identified. Site layouts are available for each SMS site.

Restrooms (Regular and Accessible)

Showers (Regular and Accessible)

o Insert Shower Schedule

Food Service - Meals will be served three times daily. If you have any dietary restrictions or requirements, such as diabetes or food allergies, please inform the Registration and Intake staff so that your need can be noted in the system.

o Insert Meal Schedule

Snack Service - Light snacks and water will be available continuously.

Dormitory Schedule

o Lights Out: Insert Time o Lights On: Insert Time

Briefing Schedule (to be held insert location)

o Morning: Insert Time o Evening: Insert Time

Children’s Activities - A variety of children’s entertainment items are available for check-out. A parent must accompany their child to request use of the items.

o Hours of Operation

Quiet Room - A room has been set aside for those needing a few moments or individuals highly sensitive to noise and activity. Rules for this room are posted inside; please observe these closely as to allow the room to remain peaceful for all users.

Counseling - Counseling services are available for individuals, couples and families to assist in coping with the disaster and its impacts.

o Hours of Operation

Evacuee Communications – An area has been set up for all shelters residents to be able to maintain contact with family, friends and employers throughout their stay at our shelter. Both phones and computers with restricted internet access are available. The phones will only allow local, collect, and calling card calls to be placed. Rules for this area are posted at its location; please observe these rules closely such that this service can remain functional throughout the operation of the shelter.

Medication Refrigeration – Medication that requires refrigeration can be stored on-site. Please visit the First Aid Station or the Medical Assessment Nurse for

Evacuee Guide Attachment 2, Tab 2 - 1

storage.

Electronics Recharging – The ability to recharge electronics may be limited to life-safety and mobility devices; if you have a life-safety or mobility device that needs to be charged, please notify the First Aid Station or the Medical Assessment Nurse to help you find an appropriate location. Although outlets may be available throughout the facility, it is not recommended that personal items be left to charge as that the device may be lost or stolen. Insert any additional site-specific recharging information.


Shelter Layout (include appropriate site-specific layout) – For Posting ONLY

LOCAL GUIDE

This should be posted at the information board for continual reference for all shelter residents.

LAUNDRYo List laundromats and directions to each one here

GROCERYo List grocery stores and directions to each one here

PHARMACYo List pharmacies and directions to each one here

URGENT CAREo List urgent care physician offices and directions to each one here

HOSPITALo List hospitals and directions to each one here


IMM

ED

IAT

E N

EE

DS SE

RV

ICE

S:

Mobility assistance – w

heelchair, cane, crutches, etc.

oSpecial M

edical Needs Services Triage N

urse

Language assistance – N

on-English speaking, non-verbal, hard-of-hearing, etc.

o R

egistration and Intake Services Branch D

irector

Mental health assistance – declared substance addiction, declared

psychological or sociological disorder , anger, depression, overw

helming em

otions

oSpecial M


urse

Physical health assistance – illness, pain, injury, disease, need of m

edication (prescribed or over-the-counter)

o Special M


urse

GR

EE

TE

R Q

UIC

K G

UID

E

IMPO

RT

AN

T F

OR

MS/

HA

DO

UT

S:

Gro

up P

re-R

egis

trat

ion

Form

– g

iven

to a

gro

up u

pon

initi

al e

ntry

oAdd

ress

es fu

nctio

nal

and

othe

r nee

ds in

divi

dual

s may

hav

e th

at

shou

ld b

e or

may

nee

d to

be

man

aged

at t

he sh

elte

r

o Ass

ure

the

evac

uee(

s) u

nder

stan

d an

d co

mpl

ete

the

form

oOnc

e co

mpl

ete,

giv

e a

copy

of t

he R

ules

and

Gui

delin

es

Rul

es a

nd G

uide

lines

– G

iven

to g

roup

upo

n co

mpl

etio

n of

Gro

up P

re-

Reg

istra

tion

Form

oAdd

ress

es p

erso

nal r

espo

nsib

ility

and

safe

ty a

nd sh

elte

r rul

es a

nd

guid

elin

es.

o Ass

ure

the

evac

uee

unde

rsta

nds t

he D

iscl

osur

e St

atem

ent a

nd

does

n’t h

ave

any

ques

tions

.

oRei

nfor

ce th

e ba

sic

shel

ter r

ules

.

OT

HE

R SH

EL

TE

R SE

RV

ICE

S:

Evacuee C

omm

unicationso

Restricted internet access

oTelephones (pre-paid, collect, and local calls only)

Children’s A

ctivities o

Infant, toddler, and youth activity items for checkout by a

parent or guardianC

risis Counseling

oH

elping people to understand their current situation and reactions, assisting in the review

of their options, providing em

otional support, and encouraging linkage with other

resources and agencies who m

ay assist the individual.

Programm

atic Counseling (not im

mediately available at opening)

oH

elping people develop a family plan utilizing assistance

programs and other available resources to allow

the family to

leave the shelter for a better and more perm

anent living solution.

SCH

ED

UL

ES:

Mea

ls oBre

akfa

st –

Tim

e

o Lun

ch –

Tim

e

oDin

ner –

Tim

e

Show

er S

ched

ule

oIns

ert s

how

er sc

hedu

le h

ere.

Lig

hts oO

n - T

ime

o Out

– T

ime

Eva

cuee

Bri

efin

gs

o Tim

es

PET HOUSING ALTERNATIVES

Inset site-specific pet housing alternatives flyer here.

Pet Housing Alternatives Flyer Attachment 2, Tab 4 - 1

LANGUAGE BOARDS

Resident Registration Guidance Attachment 2, Tab 5 - 1

WELCOME TO THE STATE MANAGED SHELTER

We are so sorry that you have been impacted in a way that you must leave your home and come

to our shelter. We hope to be able to provide a safe and comfortable environment for you until

you are able to return home or another housing solution can be found.

1. Please review the Shelter Rules and Guidelines. If you have any questions, please

contact any shelter staff person for clarification or assistance.

2. Complete the Family/Group Pre-Registration Form for yourself and any of your group or

family members. (Only one form is needed per family/group.)

a. Please respond honestly.

b. The answer is “Yes” if any individual within your family or group would answer

yes to the question.

i. If yes, please indicate which family member the yes is in respect to.

3. Once your Family/Group Pre-Registration Form is complete, please get in line to

Register. If you or any group/family members have a driver’s license, have them readily

available; we can use your ID to quickly scan you into the system and speed up your

registration process.

4. You will receive an ID band at the registration desk. This MUST remain on you at all

times while at the shelter (even if you come and go). It is heavy-duty and if put on

properly will stay on for weeks!

5. Answer any questions the Registrar may ask you; they are trying to make sure we don’t

let anything slip through the cracks. The Registrar may also ask for clarification on items

on your Pre-Registration Form; this is just to make sure we get the information correctly.

6. In some cases, you may be directed to the Medical Screener. If this is the case, after all

individuals in your party are registered, please have the requested individual(s) move

towards the Medical Screening area to await the next available screener. If the individual

is a minor, only one adult may remain with the minor.

7. If you are not directed to the Medical Screener, you will be directed to the dormitory area

to be guided to an appropriate area for your family.

Resident Registration Guidance Attachment 2, Tab 6 - 1

FAMILY/GROUP PRE-REGISTRATION FORM

FOR STAFF USE ONLYHoH ID #Registrar InitialsAssessor Initials

Answer all of the following for ANYONE in your family or group….

No Yes If Yes, Which Member Name(s)

Currently ill or experiencing any symptoms of illness?

Need assistance with taking any medications?

Have any medications that need to be refrigerated?

Need any medical supplies or require assistance with medical equipment?

Need any routine or regular medical treatments?

Need assistance with toileting, mobility or feeding?

Have any problems traveling independently within the shelter?

Have any severe or life threatening allergies?

Have any special dietary needs or food restrictions?

Need any personal care, infant or toddler supplies?

Other issues/concerns?

Group Pre-Registration Form Attachment 2, Tab 7 - 1

JOB AID:REGISTRATION, INTAKE, AND DISCHARGE

Accurate, timely, and sufficient registration , intake, tracking, manifest and discharge of the shelter residents, staff and volunteers will provide for efficient management, appropriate planning and adequate reporting for the shelter.

The Registrars will:


o Meet with the Registration and Intake Group Supervisor to:

Receive information on the shelter situation and get a brief operational overview.

Receive just-in-time training and/or refresher course that will include:





o Job duties

o Use of the Family/Group Pre-Registration Form

o Assignment to dormitory space

General population

Mobility needs

Receive post assignments.

Receive handouts/reference documents.

o Dietary and Special Non-Medical Needs Form (see Attachment 3, Tab 2)

o State Managed Shelter Rules and Guidelines (see Attachment 2, Tab 1)

o Commonwealth of Virginia Human Registration/Intake Form (see Attachment 3, Tab 3)


o Pet Housing Alternatives (see Attachment 2, Tab 4)

o Group Pre-Registration Form Decision Matrix (see Attachment 3, Tab 4)

Registration, Intake, and Discharge Job Aid Attachment 3 - 1

o Check-in as detailed in the training.

o Test post equipment.

o Review processes and procedures for

Use of EWA Phoenix for registration (Attachment 3, Tab 1)

o Registration and intake

Head of household

Family members

Personal items

o Pre-registered intake (manifested onto public transportation or registered at pet site)

o Special circumstances (i.e. Registered Sex Offenders, functional needs requirements, etc.)

o Daily Movement and Discharge

Paper format registration and reporting (Attachment 3, Tab 3)

o Familiarize themselves with the shelter and its layout.

o Walk around the exterior of the shelter and the local surroundings to get oriented to the shelter.


o Cordially receive evacuees, staff, volunteers and guests and guide them through the registration and intake process for that person/group.

Evacuee

o Pre-registered Intake (These people will already be banded because they were either manifested prior to entry onto mass transportation and/or registered at pet shelter.)

o Registration and Intake (These people have not yet received an ID band.)

Staff and Volunteers

Guests

o VIPs

o Media

o Family members and friends

o During the registration and intake process, determine if incoming evacuees have immediate needs based on their completed Family/Group Pre-


Registration Form (Attachment 2, Tab 6). Use the Family/Group Pre-Registration Form Decision Matrix (Attachment 3, Tab 4) to determine the correct action that needs to be taken for the need(s) as listed, if any. If EWA Phoenix is unavailable, complete the Dietary and Special Non-Medical Needs Form, if needed, based on the Family/Group Pre-Registration Form and submit to the identified position within the SMS identified on the Family/Group Pre-Registration Form Decision Matrix.

o Assure that the registrant has received the State Managed Shelter Rules and Guidelines handout (see Attachment 2, Tab 1) and direct them to the shelter notification board for continuing information about the shelter and any updates needed. Ask if they have any questions about the information and guide them as needed.

o Direct evacuees to their next stop in the shelter; either the general population dormitory area or the Medical Assessment Nurse.

o Appropriately track movement of evacuees, staff and guests throughout the event via the registration system.

o Adequately discharge evacuees as they leave the shelter. Assure that care is given to list their destination accurately if the evacuee will provide this information.

o Monitor evacuees, staff, volunteers, etc. to assure shelter rules and guidelines are being followed such that the shelter can remain secure.

For non-physical threats (example: cursing or has a pet), discreetly address the individual directly. If the individual continues to not comply with shelter guidelines or becomes agitated, request assistance from the Branch Director.

For physical threats (example: weapon or act of physical violence) immediately, yet discreetly, contact the Branch Director and request the assistance of Security.

o Observe evacuee, staff, volunteer, and guest interactions. Notify the Branch Director of any concerns or recurring themes.

At demobilization/closing:

o Assure that all evacuees are properly discharged in the system such that upon closure there is a zero occupancy at the site.

o Complete final timesheet and submit to the Branch Director for review and approval. Be sure to compile all signed timesheets and return them to your day-to-day supervisor when you return to work.

o Complete after action report forms and return to the Planning Section prior to departure.


QUICK GUIDE:EWA PHOENIX REGISTRATION, INTAKE AND DISCHARGE

LOG INTO THE SYSTEM:



3. Insure that you have access to the Registration portion of the application.a. If you can see the Registration in the top control bar, you have the appropriate

access.b. If you do not see this, please contact the EWA Phoenix Administrator at

[email protected] to be appropriately set up.

EWA Phoenix R, I, & D Quick Guide Attachment 3, Tab 1 - 1

mailto:[email protected]

REGISTRATION:

This section will show you how to register a person into the system.

1. From the Registration drop down, select Registrations, then Standard Registration.

2. Select the registration location by choosing your shelter location from the drop-down menu. Only shelters set to open for the event by the EWA Phoenix Administrator will be available for selection.

3. Once the registration location has been selected, click next and the following screen will appear.


4. In the top left-hand corner, you will see the term “Badge ID.” EWA Phoenix uses this term to refer to a quick and often temporary identification tagging/badging of a person, pet, or personal property (in Virginia, this will be identification bands). To begin the registration process, you will need to scan the person’s ID band that will be registered either using the handheld barcode scanner or manually enter the number into the Fixing Badge field. As soon as the ID band is registered into the system, affix the band on the wrist of the evacuee.

5. For this person, you will need to choose a “Record Status”. This is the “type” of person that this individual represents while at the shelter.

a. Normal – Resident of the shelterb. Deceased – Person who died while under the care of the State Managed Shelterc. Guest – Person that is at the shelter f or a non-working, non-residential purpose

such as media, visitor of a staff member, volunteer or evacuee, or VIP


d. Sex Offender – A person who identifies themselves as Registered Sex Offender or in research has been found to be a Registered Sex Offender

e. Special Needs – A person with Special Medical Needsf. Staff – A paid working member of the shelterg. Volunteer – A non-paid working member of the shelter

6. To then gather the needed data for that person, you may either request the person’s driver’s license to scan or manually input the needed information. Three data lines are required within the State Managed Shelters (first name, last name, and date of birth as noted by asterisks beside the fields) but additional information is needed for tracking purposes. No evacuee will be denied entry into the shelter if they are unwilling to give this additional data.

The additional necessary, but non-required, fields that should be completed are:a. Zip (once the Zip-Code is entered, the City, State, and Country fields will self-

fill)b. Street Addressc. Cityd. State (drop-down selection)e. Gender (drop-down selection)

If the driver’s license is used for initial entry of information, many of the fields will self-populate and greatly reduce the amount of time needed to complete the registration process. It is crucial, though, that you check to assure that all necessary fields are complete and accurate. In particular, many people do not change their address on their driver’s licenses in a timely fashion after a move. A current address will assist in determining potential impacts to the shelter population once damage assessments are available post-event.


7. You will need to also set the location information for this individual. a. Arrival Date (will be pre-set by the system upon initial scan of the ID band, but

must be reviewed for accuracy) – This is the date that the person first entered the State Managed Shelter system.

b. Current Location (will be default set to the location that you chose as the Registration Location, but can be changed if necessary to any open shelter site for the event) – This is the location at which the person is currently located for registration.

c. Assigned Location (will be default set to the location that you chose as the Registration Location, but can be changed if necessary to any open shelter site for the event) – This is the location that the person will be assigned for sheltering.

8. If this person came to the shelter with a caregiver, click the “Select Caregiver” button to identify this person within the system. This will bring you to the Person Search screen.

a. From the person search screen enter in the name of the caregiver and push the “Submit Search” button.


b. The “View Caregiver” Screen will come up. If the person shown is the correct person, click the “This is the Caregiver I Want” button. If not, click the “This IS NOT the Caregiver I Want” button and complete another search.

c. Once the caregiver is selected, the record should show the name of the head of household at the bottom right of the screen.

9. If this person came as a part of a family, select the “Save and Add a Family Member” button. Follow this Registration guide (from the beginning) to add additional family members into the system.


a. The first person that you enter into the system will automatically selected as the head of household. If this is incorrect, click the “Select Head of Family” button. This will bring you to the Person Search screen.

b. From the person search screen enter in the name of the head of household and push the “Submit Search” button.

c. The “View HOF” Screen will come up. If the person shown is the correct person, click the “This is the Head of Family” button. If not, click the “This IS NOT the Head of Family” button and complete another search.


d. Once the head of household is selected, the record should show the name of the head of household at the bottom left of the screen.

e. Choose the relationship of the person to the head of household by selecting from the drop-down menu.


10. If this person came alone, select the “Save and Submit More Information” button. Immediate registration for this person is complete and the intake process will begin.


INTAKE:

This section will show you how to complete the intake of a person into the system. This includes the entry of functional needs and personal item.

To assure that all items are addressed, be certain to collect and review the Group Pre-Registration Form according to the Decision Matrix.

1. Using the Group Pre-Registration Form Decision Matrix to determine if any Functional Needs must be included on an individual’s registration or if they require assessment by the Health Assessment Nurse. Also, visually assess additional needs that the individual may not either indicate or know that a capability is available, especially if the person looks as though they may be ill.

2. If a person indicates their desire to register personal affects the Group Pre-Registration Form indicates a functional need that must be included in the registration system, use the Registration drop down, to select that person to update their information.

3. Use the “Select a Recent Entry” or “Search by Badge Number”. If using the “Badge Number” option, use the barcode scanner and scan the appropriate person’s ID band to complete the form.


4. After you select the person and assure its accuracy, select the “Edit Person” button in the upper left-hand corner of the screen.

Enter Personal Property

1. To enter a piece of property into the system, start by attaching an ID band to the item. 2. On the edit person screen, select the “Person Property” button on the left-hand side of

the screen.


3. From the Person Property screen, click the “Add New” button on the bottom left.

4. Scan the ID band on the item and enter a description of the item then click the “Save” button.

5. To add additional items, click the “Add New” button; if this is the last item to be registered, click “Return”.

Enter Functional Need

1. To enter functional need, on the edit person screen, select the “Medical Information” button on the left-hand side of the screen.

2. Based on the information provided, select the appropriate boxes by the condition or need. Within the medical notes text box, add specific information to assist in better


handling the concern. Only details added to the Notes section of this page will be seen on printed reports.

3. When complete, scroll down to the bottom of the page and click the “Save” button to return to the “Edit Person” screen.


DAILY MOVEMENT (CHECK-IN AND OUT OF EVACUEES):

This section will show you how to log daily movement of evacuees as they leave and enter the facility for an extended period of time (i.e. out for the day but plan to be back at dinner). It is important to track movement in and out of the facility in the event of an emergency that may require immediate evacuation of the building. An accurate count of people within the facility will be critical for search and rescue efforts if necessary.

Check Out

1. Shelter residents will be asked (during daily briefings) to be sure to sign out of the shelter if they plan to leave the building for an extended time (more than an hour) but plan on returning that day. As people come to the desk to check out, the first step is to use the “Registration”, “Quick Check Out” screen.

2. From the “Quick Check Out” screen, scan the person’s ID band and click the “Search Badge” button or enter the Last Name and click the “Submit Search” button.


3. If searching without the use of the Badge ID, you may have several options. Please select the correct person from the listing by clicking the “Select” button beside the correct individual’s name.

4. Once you select the individual, the following page will come up confirming that the individual has been checked out.

Check In

1. As shelter residents return they will need to check back in. The first step is to use the “Registration”, “Quick Check In” screen.

2. From the “Quick Check In” screen, scan the person’s ID band and click the “Search Badge” button or enter the Last Name and click the “Submit Search” button.


3. If searching without the use of the Badge ID, you may have several options. Please select the correct person from the listing by clicking the “Select” button beside the correct individual’s name.

5. Once you select the individual, the following page will come up confirming that the individual has been checked in.


DISCHARGE:

This section will show you how to appropriately discharge a person from the shelter as they leave for alternate housing or home.

1. When a person is permanently leaving the shelter, they will be asked to stop by the Registration and Intake area to be appropriately discharged from the SMS system. As people come to the desk for release, the first step is to use the “Registration”, “Search”, “Find Person” screen.

2. From the “Person Search” screen, scan the person’s ID band and click the “Search Badge” button or enter the Last Name and click the “Submit Search” button.


3. The “View Person” screen should be brought up. Click “Edit Person”.

4. From the “Edit Person” screen, find the Location Information area. Change the Current and Assigned Locations to “choose”.

5. Select the “Person Events” button.


6. Choose “Discharge” from the Event Type drop down and indicate where the person will be going.

7. Click “Save” to finish the discharge of this person.


DIETARY AND SPECIAL NON-MEDICAL NEEDS FORM

1. Registrant’s Identification Number:

2. Time and Date Request Made:

3. Special Need (check area and circle specific need):

Dietary Need:

Low Sodium

Diabetic

Vegetarian

Vegan

Religious restriction of

Food allergy to

Other:

Language: Am. Sign Spanish Other:

Mobility Assistance: Wheelchair Cane Crutches

Dormitory Need: SMN Cot Oversized Cot Mobility Needs Area

Close to Restroom Other:

Personal Hygiene Need:

Infant/Toddler Need: Crib Tub Diapers Size:

Formula Type: Food Stage:

Other:

4. Prepared by: Date/Time:

5. Received by: Date/Time:

Dietary and Special Medical Needs Form Attachment 3, Tab 2 - 1

COMMONWEALTH OF VIRGINIA HUMAN SHELTER REGISTRATION/INTAKE FORM

Shelter Name/Location: _____________________________________ Individual ID Band Number: _______________

ARRIVAL Date/Time: ___/___/____ ___:_____ AM PM

DEPARTURE Date/Time: ___/___/____ ___:_____ AM PM Relocation Address/Phone: __________________________

Family Name (Last): ________________________________________ Given Name (First): __________________________

Home Address: ______________________________________________________________ Apt: _______________

City: _______________________________________ Postal Code: ______________________

Home Phone: ______-______-_______ Cellular Phone: ______-______-______ Preferred Language: ________________

Date of Birth: ___/___/____ Unaccompanied Minor: Yes No N/A Gender: Female Male

Family Members / Caregiver Present in ShelterLast Name / First Name Age Gender Relationship ID Band Number Caregiver

M F

M F

M F

M F

M F

M F

M F

AnimalsDid you bring any animals with you? Yes No Service animal: Yes No

Species (Cat, Dog) Name / ID Band Number Breed/Color Age Gender Spayed/

Neutered M F Y N

M F Y NHealth Information

Human Registration and Intake Form Attachment 3, Tab 3 - 1

Individual ID Band Number: ______________________________________________

Do you receive any Federal aid ( Medicare, Medicaid): Yes No State aid (WIC): Yes No

Emergency Contact Information – to give or receive critical health information

Contact Person Name: ______________________________________________ Phone: _______-______-______Are you currently experiencing any of the following:

Y N Diarrhea Y N Unexplained weight loss Y N Rash Y N Night sweats Y N Fever Y N Severe sore throat Y N Cough Y N Severe stiff neck Y N Productive cough Y N Infected wound Y N Coughing up blood Y N Acute mental symptoms

Do you have any medical concerns that may need immediate attention: Y N Difficulty breathing Y N Severe pain (headache, toothache, etc.) Y N Chest pain Y N Injury that needs immediate medical attention Y N Other Describe: _____________________________________________________________________

Are you or do you think you could be pregnant? Yes No Not sure If yes, what is you due date? _____/_____/_____ (MM/DD/YY) OR When was your last menstrual period? _____/_____/_____ (MM/DD/YY) If unsure, when was your last menstrual period? _____/_____/_____ (MM/DD/YY) Do you have any chronic medical conditions:

Y N Cardiac Y N Hypertension Y N Other Specify: ________________________________________

Y N Pulmonary Y N Chronic Obstructive Pulmonary Disease (COPD) Y N Asthma Y N Other Specify: ________________________________________

Y N Kidney Disease Y N Dialysis dependent Y N Other Specify: ________________________________________

Y N Diabetes Y N Insulin Y N Oral medication Y N Other Specify: ________________________________________

Y N Immunocompromised condition (cancer, chemotherapy, high-dose or steroid use> 2 weeks, HIV/AIDS) Y N Hereditary blood disorders

Y N Requires blood products Y N Other Specify: ________________________________________

Y N Medications (if yes, please fill out page 3) Y N Known Allergies, specify: _________________________________________________________________________________________


Do you use any of the following: Y N Glasses Y N Do you have them with you? Y N Contacts Y N Do you have them with you? Y N Hearing aid Y N Do you have them with you? Y N Prosthesis Y N Do you have them with you? Y N Walking aid Y N Do you have them with you? Y N Dentures Y N Do you have them with you? Y N Other special devices Describe: ______________________________________________________________________

Name of Medication* Dose Frequency Has medication

Has supply for # days (enter

number of days)

Requires medication immediately

Requires Rx refill

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

Y N Y N Y N

*If medication name unknown fill in purpose of medication (e.g., blood pressure med)

Interviewer Name: ________________________________________ Interviewer Signature: ____________________________________


FAMILY/GROUP PRE-REGISTRATION FORM DECISION MATRIX

Answer all of the following for ANYONE in your family or group….

If No If Yes

Currently ill or experiencing any symptoms of illness?

Move to next

question

Note which member(s) are experiencing the illness on the form

and send form and individual or individual and caregiver to Medical

Assessment when registration completed.

Need assistance with taking any medications?Move to

next question

Note which member(s) are in need of assistance on the form and send form

and individual or individual and caregiver to Medical Assessment

when registration completed.

Have any medications that need to be refrigerated?Move to

next question

Note which family member(s) need to have refrigerated medications on the

form and send form to Medical Assessment when registration

completed. Send the individual or individual and caregiver to First Aid

for medication storage when registration completed.

Need any medical supplies or require assistance with medical equipment?

Move to next

question

Note which member(s) are in need of supplies or assistance on the form and send form and individual or individual and caregiver to Medical Assessment

when registration completed.

Need any routine or regular medical treatments?Move to

next question

Note which member(s) are in need of treatment on the form and send form

and individual or individual and caregiver to Medical Assessment

when registration completed.Need assistance with toileting, mobility or feeding?

Move to next

question

Note which member(s) are in need of assistance on the form.

If the individual came with a family member, friend or caregiver, ask if they usually provide or could the

assistance. If no, send the form and individual or individual and caregiver to Medical


If yes, then ask if they would require any special equipment of

accommodations to be able to provide the care. Note the needs on the form,

annotate the individuals EWA Phoenix entry appropriately, and notify the Registration and Intake

Group Supervisor or Branch Director

Family/Group Pre-Registration Form Decision Matrix Attachment 3, Tab 4 - 1

of the needs so that they can be arranged.

Have any problems traveling independently within the shelter?

Move to next

question

Note which member(s) are in need of assistance on the form.

If the individual came with a family member, friend or caregiver, ask if they usually provide or could the

assistance. If no, send the form and individual or individual and caregiver to Medical


If yes, then ask if they would require any special equipment of

accommodations to be able to provide the care. Note the needs on the form,

annotate the individuals EWA Phoenix entry appropriately, and notify the Registration and Intake

Group Supervisor or Branch Director of the needs so that they can be

arranged.

Have any severe or life threatening allergies?Move to

next question

Note which member(s) have the allergy on the form; ask what the

allergy(ies) are to and input into the Medical Tab appropriately.

Have any special dietary needs or food restrictions?

Move to next

question

Note which member(s) have the restrictions on the form; ask what the restrictions are to and input into the

Medical Tab appropriately.

Need any personal care, infant or toddler supplies?Move to

next question

Note which member(s) have the need on the form; ask what the specific need is, input into the Medical Tab

appropriately, and notify the Registration and Intake Group

Supervisor or Branch Director of the needs so that they can be arranged.

Other issues/concerns? END

Note which member(s) the issue/concern is in reference to. If the issue is medically related,

annotate the issue on the form and send the form and individual or

individual and caregiver to Medical Assessment when registration

completed. If the issue is not medically related, annotate the issue on the form and notify the Registration and Intake

Group Supervisor or Branch Director so that they can determine the

appropriate way to address the issue.

END


standard operating procedure - web viewhuman shelter services sop ... each branch director will have...

Documents