Staff/Volunteer Management in Disasters for Information and Referral Providers

Staff/Volunteer Management in Disasters for Information and Referral Providers 

When disaster strikes, will you and your Information and Referral (I&R) program be ready? This interactive course will help I&R managers and front-line staff better plan for disasters, both on a personal and organizational level. It will also cover some of the challenges of rapidly “ramping up” during a disaster and how to best handle the stress that is experienced when working in a disaster. The course relates mainly to U.S. disaster management structures. Note that this course does not cover the service delivery aspects of providing I&R in a disaster. AIRS is the nonprofit Alliance of Information and Referral Systems at


Hours: 1.50


Certificates provided by accrediting body (1 Match)

Alliance of Information and Referral Systems Certificate of Completion


Course Details

Hours: 1.5
Type: Online Course
Content Expiration Date: 12/31/2023
Learning Objectives:
Prepare a disaster plan for your organization, staff, and volunteers.
Develop systems for handling staffing operations during a disaster.
Describe the most common stress reactions of staff and volunteers during and following a disaster.

Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Disaster Situations A. Thinking About Disasters in Your Community B. Why is Training Needed? C. Disaster or Emergency? D. Review Section 3: Disaster Services A. Homeland Security B. The Emergency Manager C. Emergency Management Structure D. Organizations that an I&R Service Might Encounter E. Review Section 4: Before a Disaster: Overall Planning A. Preparing for a Disaster B. Continuity of Operations (COOP) C. Personal and Family Disaster Plans Section 5: Before a Disaster: Planning for Additional Support A. High Call Volumes B. Questions to Ask Yourself C. Mutual Aid Agreements Section 6: Before a Disaster: Volunteer Considerations A. In the Context of Disaster I&R – What is a Volunteer? B. Objections versus Benefits Related to Use of Volunteers C. Recruitment Sources D. Recruiting Volunteers E. Practical Things Volunteers Want to Know F. Practical Questions and Solutions G. Essential Documents Section 7: During a Disaster: Staff/Volunteer Management A. Supervision B. Volunteer Expectations C. Virtual Volunteers D. The Impact of Disasters on the Staff E. What Makes Disaster Calls Different? F. Monitoring Volunteers G. Shift Briefings H. Review Section 8: After a Disaster: Recognition, Support and Evaluation A. Formal Recognition B. Volunteers Supporting Each Other C. Post Review D. Review Section 9: Self-Care Tips for Staff/Volunteers A. Self-Care Section 10: AIRS Disaster Standards A. Disaster Standards Section 11: Conclusion C. Summary D. Review E. Course Contributor F. Resources G. References H. Exam

Instructor: Clive Jones, B.A.
Clive Jones is a consultant specializing in association management, standards development, and the operation of certification and accreditation programs. He is actively involved in the planning and implementation of 2-1-1 systems in Canada and the United States. With over 20 years of community services experience, Clive is the former Director of Operations for 2-1-1 Toronto and a past President of InformCanada. Before joining the non-profit sector, he worked as a news writer, corporate video producer, and editor for a legal publishing company. Clive has an Honours B.A. in Politics and History, and diplomas in Broadcast Journalism and Call Centre Management. Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.