To maintain an environment conducive to upholding client confidentially and service delivery standards, the MARC does not also as a volunteer reception center. It is recommended that unaffiliated volunteers be directed to an offsite partner or volunteer reception center to best determine how they can contribute to/participate in disaster operations; they manage volunteers according to their standard processes. Planning for any potential use of volunteer resources within the MARC is consistent with usual community practices in place for upholding the trust of community members (e.g. while it might be appropriate to have unaffiliated volunteers assist with facility set up and janitorial functions, functions like client casework, child care, health and mental health services are carried out by appropriately trained, cleared and credentialed individuals.) It is recommended that planning be consistent with on the management of spontaneous, unaffiliated volunteers. Services and Client Experience The client experience is the central consideration when planning for and delivering services in the MARC. For planning purposes, a MARC Client Process diagram () provides one example of what a client’s experience look like inside the MARC. In addition, the MARC leadership team may want to capture real-time feedback to the MARC experience. A survey is included (). Considerations Depending upon the size of the disaster, wait times and locations for services in the MARC need to be considered. Waiting areas need to be flexible as clients enter with independent needs or as areas become crowded. Client Ambassadors are roving sources of information and not necessarily assigned to a single family or client. Have clients complete a survey as they leave the MARC. Planning for overflow and comfort in delivering services is a strong consideration. Client Casework/Recovery Casework can be conducted in MARCs when it is identified as needed and when necessary accommodations can be made to allow for it to be completed while providing effective customer service. Individual agencies conduct casework pursuant to their own agency policies and procedures; alignment with is recommended. The following may be taken into consideration when planning casework. Considerations Disaster caseworkers and organizations respect the client’s right to privacy, protect client’s confidential information, and maintain appropriate confidentiality when information about the client is released to others (see sample Information Release Form in ). Casework takes place in a private environment, addressed during the site planning and set up phase.
To maintain an environment conducive to upholding client confidentially and service delivery standards, the MARC does not also as a volunteer reception center. It is recommended that unaffiliated volunteers be directed to an offsite partner or volunteer reception center to best determine how they can contribute to/participate in disaster operations; they manage volunteers according to their standard processes. Planning for any potential use of volunteer resources within the MARC is consistent with usual community practices in place for upholding the trust of community members (e.g. while it might be appropriate to have unaffiliated volunteers assist with facility set up and janitorial functions, functions like client casework, child care, health and mental health services are carried out by appropriately trained, cleared and credentialed individuals.) It is recommended that planning be consistent with on the management of spontaneous, unaffiliated volunteers. Services and Client Experience The client experience is the central consideration when planning for and delivering services in the MARC. For planning purposes, a MARC Client Process diagram () provides one example of what a client’s experience look like inside the MARC. In addition, the MARC leadership team may want to capture real-time feedback to the MARC experience. A survey is included (). Considerations Depending upon the size of the disaster, wait times and locations for services in the MARC need to be considered. Waiting areas need to be flexible as clients enter with independent needs or as areas become crowded. Client Ambassadors are roving sources of information and not necessarily assigned to a single family or client. Have clients complete a survey as they leave the MARC. Planning for overflow and comfort in delivering services is a strong consideration. Client Casework/Recovery Casework can be conducted in MARCs when it is identified as needed and when necessary accommodations can be made to allow for it to be completed while providing effective customer service. Individual agencies conduct casework pursuant to their own agency policies and procedures; alignment with is recommended. The following may be taken into consideration when planning casework. Considerations Disaster caseworkers and organizations respect the client’s right to privacy, protect client’s confidential information, and maintain appropriate confidentiality when information about the client is released to others (see sample Information Release Form in ). Casework takes place in a private environment, addressed during the site planning and set up phase.