1. RESPONDER REFRESHER BRIEFING 2016

2. AGENDA  Roles and Responsibilities  Fundamental Principles  Client Vulnerability  Services CRC May Offer  Know the Role of the CRC in the operation  Chain of Command, Org Charts in Response  Conduct & Identification  Working with Community Partners & the Media  Self Care  Escalating Concerns and Reporting Breaches

3. MISSION & FUNDAMENTAL PRINCIPLES Mission:  To improve the lives of vulnerable people by mobilizing the power of humanity in Canada and around the world. Fundamental Principles:  Humanity - We serve people, but not systems.  Impartiality - We care for victims and the aggressors alike.  Neutrality - We take initiatives, but never sides.  Independence - We bow to needs, but not to rulers.  Voluntary Service - We work around the clock, but never for personal gain.  Unity - We have many talents, but a single idea.  Universality - We respect nations, but our work knows no bounds. 3

4. VULNERABILITY OF CLIENTS  Vulnerable people are those at greatest risk from situations that threaten their survival and safety, their security, well being, and their human dignity.  Children and youth (under the age of majority)  Seniors and persons with disabilities/health conditions vulnerable clients.  Individuals at risk of discrimination/violence  Never be alone with children or youth unless emergency situations require otherwise.  Follow the two deep method – 2 adults or 2 children, but never 1:1 adult to child/youth ratio. 4 Vulnerable Sector Screening IS Required

5. EMERGENCY SOCIAL SERVICES 5 Emergency clothing Emergency lodging Personal services and first aid Family reunification Emergency meals Reception and information

6.  Know the job  Know the chain of command  Have job descriptions handy (see HR/VR)  Have contact numbers handy  Know the schedule for your function and responders working in your function.  Ensure your responders sign in/out.  Hold briefing and debriefings of staff daily and during shift changes.  Confer with your Manager regularly 6 ROLES AND RESPONSIBILITIES

7. The Supervisor must ensure all workers comply with:  Fundamental Principles  Confidentiality  Code of Conduct  Use of ID and Vest  Self Care  Health & Safety  Working with Community Partners  Working with the Media  Site Rules (Operational Location) 7 SUPERVISOR ROLES AND RESPONSIBILITIES

8. CHAIN OF COMMAND  Effective disaster response depends on a unified service with strong leadership. Follow the communication chain as established by your supervisor.  You are part of a team in which all members have distinct responsibilities.  Everything runs well when each member fulfills their responsibilities and respects the mandate of others.  If you have questions about your role, ask your supervisor. 8

9. OPERATIONAL STRUCTURE 9

10. FOT MONTH DAY, YEARTITLE OF THE PRESENTATION10

11. ILS – ON BASE (EXAMPLE OPERATION) MONTH DAY, YEARTITLE OF THE PRESENTATION11

12. CONDUCT OF PERSONNEL All responders need to adhere to the following:  Personal Safety: Responders first priority is personal safety. Second is quality service.  Identification: Wear approved identification while on duty at all times. Remove as soon as you are off duty.  Confidentiality: Do not discuss clients’ private issues in public places. Do not take photographs or videos, unless you have permission.  Press/Public Relations: Do not provide statements or information to the media, unless authorized to do so. Refer media to Public Affairs.  Driving: Drivers are to have a Driver’s Abstract on file, are encouraged not to travel alone and to carry a cell phone.  Children and Vulnerable Adults: Do not have solitary contact with children or vulnerable adults. 12

13. PROPER ATTIRE AND RED CROSS IDENTIFICATION  Wear an approved Canadian Red Cross vest over personal attire or a Canadian Red Cross shirt and your CRC identification when conducting CRC business.  Clothes should be neat and appropriate to your work assignment. Clothing with lewd wording or pictures is not appropriate.  Appropriate and comfortable footwear should be worn, especially when working in the field. Closed toe/heel shoes are required.  When your work assignment is complete for the day, remove your ID, vest and any other CRC identified clothing.  IDs and vests should be removed while in airports, hotel lobbies, restaurants, bars, and when shopping for personal items.  Vehicle ID should be removed when you are not conducting Red Cross business in an affected area. 13

14. WORKING WITH PARTNERS AND THE LOCAL COMMUNITY  Collaborating with community partners is an important part of how we do service delivery. Create an environment that is welcoming and supportive for community partners.  As you meet other partners ask how they are supporting the community and thank them for what they are doing to the help the community.  Share service delivery information with the community - shelter locations, bulk distribution sites, feeding locations and schedules.  Treat every client, co-worker, partner and community member with respect and do not make assumptions about people.  Report special or missing diversity needs to your supervisor. 14

15. WORKING WITH THE MEDIA  If you are approached by someone in the media, contact the Public Affairs staff at the operation or your supervisor for guidance.  Ask the media personnel for their name and contact number and contact Public affairs with the information - 1-877-599-9602.  Be polite and cooperate to the extent that you are able.  Only tell the reporter your name, where you are from and what you do on the operation.  Remember confidentiality guidelines.  Know what Red Cross services you can report on. 15

16. SELF CARE  Eat well and drink plenty of fluids. Take breaks, relax and get enough sleep.  Take care of yourself and your co-workers.  Be sensible about your limits. Never take chances with safety.  Keep in touch with family.  Be flexible and encourage team building.  Need to talk to someone about your work? Speak with your supervisor, a co-worker or someone from Safety and Wellbeing (SW) or Human Resources. They are here for you. 16

17. STRESS & RESILIENCE  The nature and environment of our work can often lead to increased stress among staff, volunteers and colleagues.  Stress is a normal response to physical and /or emotional demands that allows a person to react promptly and adequately to any given situations.  If not monitored and addressed promptly, stress can become a serious issue in terms of individual health and program effectiveness. MONTH DAY, YEARTITLE OF THE PRESENTATION17

18. STRESS & RESILIENCE On this operation, here are some tools/resources available to you to mitigate stress and increase resiliency:  Self care.  Peer Support.  Talk to Family.  Supervisor, or someone you trust.  Safety and Wellbeing.  Lifeworks. MONTH DAY, YEARTITLE OF THE PRESENTATION18

19.  For any responder who has a concern with an immediate supervisor, remember to follow the chain of command.  In doing so, consider, a) Trying to resolve the problem with the supervisor. b) Consulting with HR/VR. Should you feel the concern continues to be unresolved, or you are unable to follow a and b, contact PDCT HR/VR,  ONPDCT.HR@redcross.ca ONPDCT.HR@redcross.ca  Indicate ‘CONFIDENTIAL’ in the subject line  Send email as ‘High Importance’ MONTH DAY, YEARTITLE OF THE PRESENTATION19 ESCALATING A CONCERN

20. REPORTING OF BREACHES You are obliged to report any breaches of conduct to their immediate supervisor and/or the Protection Team. Health and Safety concerns or violations are to be reported to the your immediate supervisor. An Incident/Near Miss form may be required. See HR/VR for further information 20

21. SAFETY AND SECURITY - CONCEPTS Safety  The condition of being safe from undergoing harm or causing hurt, injury, or loss; being protected against physical, social, spiritual, financial, political, emotional, occupational, psychological, educational or other types or consequences of failure, damage, error, accidents, harm or any other event which could be considered non- desirable. Security  The quality or state of being secure and free from danger; measures taken to guard against any form of physical, emotional or psychological harm such as sabotage, crime, and attacks. MONTH DAY, YEARTITLE OF THE PRESENTATION21

22. SECURITY FOR INDIVIDUAL PROPERTY Please do not leave electronic equipment without supervision. The CRC is not responsible for personal electronics. 22

23. Questions? 23

24. THANK YOU Don’t forget your expenses and performance evaluation! 24 Have a great experience and thank you for your service to the Canadian Red Cross and the people we assist!