Why Don't They Call?

EMC053 - ACCEPTANCE TAKES TIME

Originally published, 11 Nov, 1996

It takes time to accomplish the approaches described in our bulletins and papers. Much of it is, of necessity, confined to those unpaid professionals who work in government agencies. I am not addressing volunteers who serve non-governmental agencies on an infrequent basis. The ARES mission of health and welfare traffic, for instance, does take a lot of people who serve VERY infrequently. They are separate and distinct from the type of unpaid employee who works in government, especially in an on-going capacity, albeit unpaid. Note that I studiously avoid the word “volunteer” because the majority of urban governments simply don’t like volunteers. That’s because they may never have had the pleasure of working with the type I am talking about.

Appearance is invariably the first step. I know it sounds trite (and even inflammatory to some) but it is a fact of life; most officials are too tactful to say it —- so I will:

If you don’t look like us, if you don’t talk like us, if you you don’t act like us, and if you don’t perform like us —- you are not one of us. Thou shalt not pass.”

To this a potential volunteer may reply, “Fine. You want me to be or do that? Pay me!” Our reply is, in essence, “I understand your feeling. However, our people don’t do that because they HAVE to — but because they WANT to.” This puts the shoe back on their foot to back out gracefully.

Some may call this a hard line approach. We call it a real world, practical approach. Once you let your employees (paid and volunteer) know what is the mission and standards of performance, service, appearance, behavior, etc., they know exactly where they stand and what is expected. This should be carefully crafted and stated right up front before anyone is hired or signed on. It saves a lot of grief down the line. I have seen all too often government managers report that their volunteer program(s) failed. In analyzing the reasons, the most common is their reluctance to state up front and in writing what are the expectations of the government (or business, etc.).

Convergent Volunteers

EMC035 – Convergent Volunteers

Originally published: July 8, 1996

Convergent volunteers are unsolicited volunteers who spontaneously offer help following an incident, emergency or disaster. They ask to be used when the need exists and expect to return home when their work is done. They may never show up again, or alternately, may come back in response to the next disaster. They do not expect to be paid.

How agencies utilize convergent volunteers will vary. Many turn them away enmass as they are not setup to handle them. Others may use then out of sheer necessity. Some may have a program set up.

To the volunteer it is difficult for them to understand why they may be turned away when they think that their skills can be of immediate use. For example, after an earthquake people with a backhoe or a crane may show up offering their services without charge to move fallen structures. When turned away they often get very upset as they seldom are told why.

There are several valid reasons.

1. 
   

   No program in place to handle them in the proper manner to protect both the volunteer and the agency.

   
   


2. 
   

   Legal constraints unique to an agency or jurisdiction such as states where there are specific response agencies stated in the law.

   
   


3. 
   

   Inability to handle the situation at the time.

   
   


4. 
   

   Lack of training in agency needs, protocol and such factors.

   
   

In communications, Amateur Radio operators who show up at an agency without having been requested (or authorized under an existing plan, such as ACS or RACES) are convergent volunteers. It is not infrequent that these “self dispatched” Amateurs have caused significant problems and caused agencies to discontinue the use of any volunteers. A better way is to become part of an pre-trained emergency communications unit, which provides for recognition and familiarity with agency protocol and its need.

Volunteers: What "They" expect from "You."

This information is pulled from ACS Bulletin EMC061 “Command Bill of Rights,” originally released 16 Jan, 1997.

While the presentation is old, the information is just as pertinent today as it was back in 1997.  As a volunteer, you need to keep the following information in mind.

As a Communications Volunteer, you especially need to keep Item #4 Top-of-Mind during all events.  You represent the event you are working, be it ARES, RACES, a March of Dimes walk, etc.  

The Number One Rule you need to keep in mind: Don’t embarrass the organization you represent!

By Dave Larton, N6JQJ, State ACS Training Officer and Webmaster; 911 Dispatcher with City of Gilroy

Much has been said in these bulletins, and elsewhere, of the “Volunteer’s Bill of Rights,” or, how volunteers expect to be treated. When volunteering, remember that the people you work for have a similar list of items that they expect from you. The following is condensed from a Basic Hostage Negotiations class taught recently in the Bay Area by Ray Birge, a former SWAT Commander with the Oakland, CA Police Department. They apply very well as basics that every volunteer should keep in mind, especially when working for a higher authority:

Command Bill of Rights:

1. Give me options. The more options I have as a commander, the more of an informed decision I will be able to make.


2. Don’t destroy my career. Give me options that follow the rules, policies or procedures of my department.


3. Promote dynamic tension. Play the devil’s advocate when giving me options. What will happen if I follow this idea? What might occur if I don’t follow the idea?


4. Look Intelligent. Bring the proper equipment. Be prepared. Act the role you are supposed to be playing. Remember, people are watching all of us at all times.


5. Be prepared to train the boss. Many times, the commander is the least informed of the entire team, yet he has to make some of the most crucial decisions. Give the boss the background as generally as you can. Be neutral.


6. Keep me informed at all times. Don’t hold any information back, no matter how trivial; it could prove to be extremely important later on.


7. DON’T BREAK THE RULES! Should you elect to take a course of action that may potentially break the rules, let me know about it BEFORE you do it and get my OK! Remember Rules #2 and #3 above.

All volunteers benefit from adhering to these seven rules as your supervisor is counting on you to follow them.