American Red Cross Disaster Mental Health

Services 2004

Susan E. Hamilton, Ph.D.Senior Associate, DMHS

The American Red Cross Mission

The American Red Cross, a humanitarian organization led by volunteers and guided

by its Congressional Charter and the Fundamental Principles of the

International Red Cross Movement, will provide relief to victims of disaster and help people prevent, prepare for, and

respond to emergencies.

Fundamental Principles of the International Red Cross

and Red Cross Crescent Movement

Humanity

Impartiality

Neutrality

Independence

Voluntary Service

Unity

Universality

Red Cross Capacity

• Since 1881, the Red Cross has

responded to disasters

• Part of the International Movement – 181

National Red Cross & Red Crescent

Societies

• The American Red Cross has 921 local

chapters.

Local Chapters

• Develop community relationships & trust

• Respond to local disasters, especially single family fires

• Participate in readiness, preparedness, & response activities

• Disaster Services Mental Health Teams

Red Cross Disaster Response

Response begins with the local chapterFor larger disasters – state and national recruitmentWhen resources need is greater than the state can provide,overall administration transfers to national headquarters inWashington, D.C.CollaborationNational Transportation Safety Board FBI in aviation, transportation & mass casualty incidents.Government agencies, mental health associations, othervolunteer agencies. Responsibilities under the Federal Response Plan and the National Response Plan

Development of Disaster Mental Health Services

• 1989 - increased stress levels experienced by disaster workers and victims in Hurricane Hugo and the Loma Prieta earthquake

• 1990 - task force with representatives from Psychology, Social Work, Psychiatry, and Nursing • 1992 - Training was developed and licensed mental health volunteers were deployed to Hurricanes Andrew and Iniki.

i

1992 <100 1993 470 2003 3,464 2004 4,000

Following September 11, 2001

• Conducted survey to identify lessons learned, key issues, success factors

• 2002 Organization Review Included examination of Disaster Services & Chapter

Services Network structure to determine how to most efficiently support service delivery capacity to field units and provide greater client satisfaction.

• 2003 Strategic Plan for Fiscal Years 2004-2008 A new Focus on Disaster – changes gradually introduced

within Disaster Services designed to provide quicker and better services.

Why change?

• Higher Expectations from constituent groups: • clients - fast, easy-to-access, courteous service every

time,• donors - greater transparency & accountability,• volunteers & staff - good supervision & a meaningful

experience, • partners – better information sharing• American Public – Red Cross to be a partner in

preparedness & response to emergencies of a previously unimaginable scale

• Shifting Demographics• New Threats

Why change?

What were the changes?

• Decentralization into eight service areas.

Other Changes

• Disaster Services Technology Integration Program (DS TIP)

• Client Relationship Management (CRM)

• Client Assistance Cards (CACs)

• Individual Assistance Providers (IAPs)

Client RelationshipManagement Background

• CRM system, sold by Siebel • Manages information about clients, their needs,

and Red Cross assistance • Facilitates integration of chapter and nhq processes,

activities, and information in “real” or “near-real time”

• Manages & tracks disaster cases and service information

• Will be used in chapters as well as relief operations • Enables workers to deliver services from anywhere

• Integrated automation of disaster assessment & case management

• Instantly links disaster assessment data/information with clients to provide faster assistance

• Manages client information & service delivery in the field as well as in chapters and at service centers

• Provides near real-time access to client information regardless of where services were provided.

• Multiple client interactions at multiple locations all recorded electronically in a single client case record.

• Greatly reduced risk of benefit duplication.

CRM Objectives

• Streamlined processes, procedures and software design for the casework section of CRM conducted Nov – Dec 2003;

• Application redesigned to focus on usability;• Heavily involved chapter product group and chapter

advisory group input;• Internal User Acceptance Testing conducted February

2004,• Pilot conducted mid-March, 2004; training in April;• Use of CRM and Client Assistant Cards on nationally-

accounted disaster relief operations between March – May 2004.

Current CRM Status

• Rapidly deployable modern office automation environment that does not depend on local infrastructure.

• Deployed on all major disaster relief operations today.

Disaster Relief Operations Headquarters Automation

Provides rapidly deployable modern office automation environment that does not depend on local infrastructure.

Telephone with voice mail High speed data connection E-mail (including nhq directory service). MS Office applications Networked access to DROMIS applications. File-sharing with nhq

Automated DROs equipped with deployed servers Server connected to NHQ via deployed satellite Officers can “push” or save files from deployed server & permit read-only access by NHQ staff.

DRO Headquarters Automation

Provides chapters with ability to issue financial assistance through “instant issue” stored value cards. Chapters “load” assistance amount via the Internet. Cards accepted where merchant that accepts MasterCard®. Cash-restricted OR cash-enabled program options available.

Will integrate with DSTIP CRM. Cards automatically activated when assistance is approved. Third party activation if no connectivity.

Cards* available on nationally-accounted relief operations.

Financial assistance automatically accounted * Cash-restricted cards

Client Assistance Card

Completed and in production:

Disaster Relief Operation Automation

Client Assistance Cards (chapters)

DSTIP ProjectsDSTIP Projects

Individual Assistance Provider (IAP)

IAP Process Flow Redesign

Assess

Damage

Assist / Refer

Assess

Needs

InterviewCapture basic client information including name, address, etc.

1

2

3

4

Capture damage impact on client, client statement, & Red Cross Disaster Assessment.

Understand & determine client needs

Determine & provide resources available to meet client needs, including Red Cross services & assistance, as well as referrals.

Individual Assistance Workflow

Capture basic client information including name, address, etc.

Understand & determine client needs Understand & determine client needs

Determine & provide resources available to meet client needs, including Red Cross services & assistance, as well as referrals.

Understand & determine client needs

Determine & provide resources available to meet client needs, including Red Cross services & assistance, as well as referrals.

Capture damage impact on client, client statement, & Red Cross Disaster Assessment.

Understand & determine client needs

Determine & provide resources available to meet client needs, including Red Cross services & assistance, as well as referrals.

For more information CRM visit the DSTIP website on CrossNet:

http://crossnet.redcross.org/chapter/services/disasters/ds_tip/dstip_instro.asp

Email questions to:

DSTIPCRM@usa.redcross.org

Resources for Chapters

Resources for Chapters

Assessment

• Assessment of damage that relates to assessments of clients needs.

• Assessment of physical and emotional needs – referral to physical or mental health

• Assessment of vulnerability – family loss, closeness to site of disaster, prior mental health issues, prior exposure to disaster or trauma – referral to mental health

Contact information

Susan E. Hamilton, Ph.D.

202 303 8621

Hamiltons@usa.redcross.org