American Red Cross Disaster Mental Health Services 2004

1
American Red Cross Disaster Mental Health
Services 2004

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

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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.

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Fundamental Principles of the
International Red Cross and Red Cross
Crescent Movement

• Humanity
• Impartiality
• Neutrality
• Independence

• Voluntary Service
• Unity
• Universality

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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.

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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

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Red Cross Disaster Response

• Response begins with the local chapter
• For larger disasters state and national
  recruitment
• When resources need is greater than the state can
  provide,
• overall administration transfers to national
  headquarters in
• Washington, D.C.
• Collaboration
• National Transportation Safety Board
• FBI in aviation, transportation mass casualty
  incidents.
• Government agencies, mental health associations,
  other
• volunteer agencies.
• Responsibilities under the Federal Response Plan
  and
• the National Response Plan

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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
  lt100
• 1993
  470
• 2003
  3,464
• 2004
  4,000

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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.

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Why change?
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

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What were the changes?

• Decentralization into eight service areas.

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Other Changes

• Disaster Services Technology Integration Program
  (DS TIP)
• Client Relationship Management (CRM)
• Client Assistance Cards (CACs)
• Individual Assistance Providers (IAPs)

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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

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CRM Objectives

• 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.

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Current CRM Status

• 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.

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Disaster Relief Operations Headquarters Automation

• Rapidly deployable modern office automation
  environment that does not depend on local
  infrastructure.
• Deployed on all major disaster relief operations
  today.

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DRO 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.

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Client Assistance Card

• 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

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DSTIP Projects
DSTIP Projects

• Completed and in production
• Disaster Relief Operation Automation
• Client Assistance Cards (chapters)

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Individual Assistance Provider (IAP)
IAP Process Flow Redesign
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Individual Assistance Workflow
Capture basic client information including name,
address, etc.
Capture basic client information including name,
address, etc.
1
Interview
Capture damage impact on client, client
statement, Red Cross Disaster Assessment.
Capture damage impact on client, client
statement, Red Cross Disaster Assessment.
Assess Damage
2
Assess Needs
Understand determine client needs
Understand determine client needs
Understand determine client needs
Understand determine client needs
Understand determine client needs
3
Determine provide resources available to meet
client needs, including Red Cross services
assistance, as well as referrals.
Determine provide resources available to meet
client needs, including Red Cross services
assistance, as well as referrals.
Determine provide resources available to meet
client needs, including Red Cross services
assistance, as well as referrals.
Determine provide resources available to meet
client needs, including Red Cross services
assistance, as well as referrals.
4
Assist / Refer
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Resources for Chapters
Resources for Chapters

• For more information CRM
• visit the DSTIP website on CrossNet
• http//crossnet.redcross.org/chapter/services/disa
  sters/ds_tip/dstip_instro.asp
• Email questions to
• DSTIPCRM_at_usa.redcross.org

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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

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Contact information

• Susan E. Hamilton, Ph.D.
• 202 303 8621
• Hamiltons_at_usa.redcross.org