Ccpea pw-master august-2006

Client Casework: Providing Emergency Assistance DSCLS202A August 2006

Participant’s Workbook

Client Casework: Providing Emergency Assistance

Participant’s Workbook

DSCLS202AClient Casework: Providing Emergency Assistance© Copyright August 2006 The American National Red CrossLearning and Development, Training and Leadership Development

DSCLS202AAugust 2006

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Table of ContentsAcknowledgements .................................................................................................................. vii

About This Course ................................................................................................................... 1

Course Purpose ..................................................................................................................................... 1

Course Objectives ................................................................................................................................. 1

Course Overview .................................................................................................................................. 2

Course Length ....................................................................................................................................... 2

Participant’s Workbook ......................................................................................................................... 2

Segment 1: Overview of Client Casework ............................................................... 1-1

Objectives ............................................................................................................................................. 1-1

The Disaster Services Human Resources (DSHR) System .................................................................. 1-2

DSHR Positions .................................................................................................................................... 1-2

Individual Client Services Group .......................................................................................................... 1-2

The Role of Client Casework ................................................................................................................ 1-5

The Responsibilities of Client Casework .............................................................................................. 1-5

The Commitment and Values of Client Casework ................................................................................ 1-6

Addressing Disaster-caused Emergency Needs .................................................................................... 1-7

Providing Standardized Assistance ....................................................................................................... 1-8

Welfare Information and Family Reunification .................................................................................... 1-9

Collaboration with Other DSHR Groups and Activities ....................................................................... 1-10

Segment 2: The Interview .................................................................................................... 2-1

Objectives ............................................................................................................................................. 2-1

Conducting Client Interviews ............................................................................................................... 2-2

Providing Assistance ............................................................................................................................. 2-5

Documenting the Interview and Assistance Provided .......................................................................... 2-7

Client Assistance System ...................................................................................................................... 2-7

Completing a Disaster Registration and Case Record (Form 901) ...................................................... 2-8

Forms Used with Form 901 .................................................................................................................. 2-17

Client Assistance Cards ........................................................................................................................ 2-18

Disbursing Orders (Form 140C) .......................................................................................................... 2-23

Client Casework: Providing Emergency AssistanceParticipant’s Manual

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Table of ContentsSegment 3: Assignment Settings ...................................................................................... 3-1

Objectives ............................................................................................................................................. 3-1

Office Settings ....................................................................................................................................... 3-2

Field Settings ........................................................................................................................................ 3-3

Shelters .................................................................................................................................................. 3-3

Segment 4: Skills Drill ........................................................................................................... 4-1

Objectives ............................................................................................................................................. 4-1

Skills Drill Overview ............................................................................................................................ 4-3

Part 1: Conducting an Initial Client Interview ...................................................................................... 4-4

Part 2: Preparing a Narrative Statement ................................................................................................ 4-8

Part 3: Providing Assistance ................................................................................................................. 4-10

Part 4: Conducting a Follow-up Interview and Providing Additional Assistance ................................ 4-12

Segment 5: Let’s Get Started ............................................................................................. 5-1

Objectives ............................................................................................................................................. 5-1

Developing an Action Plan ................................................................................................................... 5-2

Participant ResourcesA. Sample Disaster Registration and Case File (Form 901) ............................................................... A-1

B. Sample Narrative Statements ......................................................................................................... B-1

C. Sample Client Assistance Authorization (Form 1030) .................................................................... C-1

D. Sample Disbursing Order (Form 140C) ......................................................................................... D-1

E. Welfare Information Overview ........................................................................................................ E-1

F. Form 901 - CAS Data Entry Quick Finder ...................................................................................... F-1

G. Red Cross Values and Guiding Behaviors ....................................................................................... G-1


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AcknowledgementsThis course and the accompanying materials for Client Casework: Providing Emergency Assistance

were developed through the dedicated combined efforts of many American Red Cross employees and

volunteers. The supportive, technical and creative suggestions from a number of individuals made these

print materials possible.

Responsible for the instructional design and writing of this course and accompanying materials were

Nancy Edmonds, Senior Associate and S. Elizabeth White, Senior Consultant of the Learning and

Development unit, Training Development and Delivery, American Red Cross, Washington, DC. The

following American Red Cross volunteers and employees were responsible for the technical input and

guidance: Jack Ferguson, Volunteer, Dallas Area Chapter, Dallas, TX; Joni Eaton, Volunteer, Southeast

Louisiana Chapter, New Orleans, LA; Janet Lee Hensley, Volunteer, Centennial Chapter, Fort Collins,

CO; Chris Manning, Volunteer, San Diego Imperial Counties Chapter, San Diego, CA; Charlotte

Simpson, Volunteer, Madison-Marshall County Chapter, Huntsville, AL; Norma Crowder, Senior As-

sociate and Charade Jackson, Associate, of Individual Client Services, American Red Cross National

Headquarters, Washington, DC.

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About This Course..................................................................................


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Course PurposeThe purpose of this basic Disaster Services’ course is to prepare you to perform the tasks of an

Individual Client Services Client Casework Service Associate (CLS/CC/SA) on chapter, multi-chapter

and national disaster operations. The focus of this course is on the common systems, processes and

terminology that enable the Red Cross to provide efficient and effective service delivery to individuals

and communities affected by disaster, using disaster workers who have not worked together previously.

During this course, you will learn the essential skills and information needed to conduct client

casework when providing assistance to individual clients. This includes the correct application of the

principle methods and tools used by the Red Cross to conduct Client Casework, with one important

the exception—the web-based Client Assistance System (CAS). The limitations of time and available

computers in sufficient quantities to accommodate all participants do not allow an opportunity to learn

how to use the Client Assistance System during this course. However, because the Client Assistance

System is now the standard method of documenting, issuing and reporting Red Cross assistance for

clients, it is important that you enroll in a CAS class as soon as possible, if you have not already done

so. Your chapter training administrator can link you to the intructor-led or online courses that are

available. All Red Cross Client Caseworkers must be CAS proficient!

This course is also not intended to prepare you to function as a member of a chapter Disaster Action

Team (DAT). It is recommended that you participate in the program at your chapter for orienting DAT

members to learn the specific protocols for documenting client casework and obtaining and issuing

assistance when working as part of your chapter’s Disaster Action Team.

Course ObjectivesAs a result of this training you will be able to—

Demonstrate the skills needed to perform an effective client interview.

Identify and demonstrate the correct use of the basic forms and tools needed to

provide assistance to clients on chapter, multi-chapter and national disaster relief

operations.

Make appropriate decisions regarding the use of Red Cross resources and agency

referrals when providing assistance to clients.

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About This Course..................................................................................

Client Casework: Providing Emergency AssistanceParticipant’s Workbook

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Course OverviewThis course is divided into five segments:

Segment 1: Overview of Client Casework - Introduces you to the role of the

caseworker and the Red Cross system within which you will work.

Segment 2: The Interview - Presents the essential skills used to conduct effective

client casework interviews and describes the means by which you will assist them.

Segment 3: Assignment Settings - Provides an orientation to the work settings to

which client caseworkers are assigned.

Segment 4: Skills Drill - Provides an opportunity to apply the information and skills

learned to a real-world example of a client case. During this role play exercise you

will interview and provide assistance to George and Edith Robinson who have been

affected by a disaster, using the tools and resources you learned about during the

course.

Segment 5: Let’s Get Started - Provides you with the information you will need to

get started as a Client Caseworker in your local chapter.

Each segment begins with a video introducing the segment content. The video shows caseworkers

performing interviews with clients. The interviewers also share their experiences with the audience.

Please note that the video has not yet been updated to the terminology of the new Disaster Services

Human Resources System. The terminology you hear in the video may not always match that in your

workbook. Your instructor will call your attention to these terms when this is the case.

Course LengthThis course consists of seven hours of instruction to comprise an 8.5-hour training day. Your attendance

and participation for the entire time is required.

Participant’s WorkbookYour Client Casework: Providing Emergency Assistance Participant’s Workbook contains the essential

information and resources you need to perform an effective client interview and provide assistance to

clients. This workbook is organized to follow the sequence of the course flow and provides space for you

to take notes.

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1Overview of Client CaseworkSegment

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ObjectivesAfter completing this segment you should be able to—

Identify the role of the Client Casework Activity within the Disaster Services Human Resources (DSHR) System.

Identify six values of client casework that enable the Red Cross to provide quality service.

Identify the ways in which the Client Casework Activity provides emergency assistance to disaster-affected individuals.

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The Disaster Services Human Resources (DSHR) SystemThe American Red Cross manages its disaster-related human resource needs through the Disaster

Services Human Resources (DSHR) System. The DSHR System is organized into seven groups, orga-

nized by the constituents each serves.

Activities are defined by the specific services provided to the respective constituents. The DSHR System

Groups and the respective DSHR System Activities are detailed in the chart on the opposite page. Each

activity is responsible for performing the “tasks” which are necessary to provide services.

DSHR PositionsThere are four positions within each DSHR System Group: Service Associate, Supervisor, Manager and

Administrator. Each position has designated roles.

Service associates perform basic services within the DSHR Group and are often the first person to

interact with the individuals affected by a disaster. This Client Casework course provides the essential

knowledge and skills required of Client Casework Service Associates.

Supervisors oversee a work unit composed of several service associates. Supervisors are familiar with

the activities and tasks performed by the unit staff and are able to answer questions on a day-to-day

basis. Managers oversee the work of the supervisors and are the subject matter experts within the group

or specific activity within a group. Administrators are responsible for leading the DSHR Group. Admin-

istrators must have extensive supervisory and leadership experience.

Individual Client Services (CLS) GroupThe Individual Client Services Group is responsible for the provision of financial, counseling and health-

related services through the casework process to individuals affected by a disaster through the casework

process. There are four activities within Individual Client Services:Client Casework (CC) Welfare Information (WI)Health Services (HS)

Mental Health Services (MHS)

The Individual Client Services chart on page 1-4 highlights the responsibilities of each of the CLS

activities.

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DSHR System Groups and Activities


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Individual Client Services (CLS) Group

Client Casework (CC)Helps identify and meet immediate disaster-caused needs by providing emergency assistance.Provides recovery planning and assistance that addresses a client’s longer-term

needs.

Welfare Information (WI)Works in partnership with Client Casework, Health Services and Disaster Mental Health to meet the family linking needs of vulnerable populations like children, the elderly and those with special medical or mental health needs.Uses tools, such as the Safe and Well Web Site, to assist individuals in the disaster-affected area for contacting their loved ones.Provides guidance and family linking resources to chapters so they may assist callers from outside the affected area to inquire about family members or loved

ones.

Health Services (HS)Delivers Red Cross Health Services at the chapter or on a disaster relief operation.Assists clients in meeting individual or family health needs, such as lost medications, eyeglasses, dentures and health equipment.Provides basic health services in Red Cross shelters and other facilities.Supports Staff Health Services in providing health care for staff assigned

anywhere on a disaster relief operation.

Disaster Mental Health (DMH) Delivers mental health services at the chapter or on a disaster relief operation.Works with and assists local community mental health providers to meet the emotional needs of the affected individual, families and communities.Identifies and meets the disaster-related mental health needs of disaster workers.

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The Role of Client CaseworkClient Casework is the activity within the Individual Client Services DSHR Group that provides imme-

diate emergency assistance to those individuals who may be impacted by man-made or natural disasters,

ranging from single-family home incidents to major events such as tornados, floods, hurricanes and

catastrophic incidents. The assistance provided to clients can be issued in two forms—hard- as well as

soft-assistance.

Examples of soft assistance include listening, guidance, providing information, advocacy, counseling

and referral. Hard assistance includes mass sheltering, feeding and the bulk distribution of personal care

items and cleaning materials, as well as limited emergency financial assistance to allow clients to pur-

chase items needed immediately to begin their recovery.

The Responsibilities of Client CaseworkWhen you accept the role of a Red Cross Client Caseworker, you are expected to perform your responsi-

bilities both competently and sensitively. The six responsibilities of a client caseworker are:

Listening actively to the client’s story.

Providing financial assistance.

Making appropriate internal referrals to health or mental health services.

Making appropriate external referrals to the services of other agencies.

Directing the client towards Red Cross Mass Care assistance.

Providing Welfare Information and other accurate information that assists the client’s

recovery.

However, when representing the Red Cross performing your responsibilities competently is not enough.

Anyone performing in the role of a Red Cross client caseworker must conduct themselves in a manner

that upholds the commitments and values of the organization she or he represents. To each individual

with whom you come in contact, you are the Red Cross!

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The Commitment and Values of Client CaseworkThe Red Cross Fundamental Principles and its Core Values and Guiding Behaviors provide a foundation

for the Client Casework commitment and values.

Note: To view the Red Cross Values and Guiding Behaviors, see Participant Resource G on page G-1.

The commitment of the Red Cross to the affected communities we serve requires that all caseworkers

support individuals and families in the recovery process by addressing their immediate disaster-caused

emergency needs.To meet this commitment, client casework interviewers must make every effort to

incorporate the following six values into the interview process:Respect all clients.Promote the client’s best interest.Obtain and provide accurate information.Provide standardized assistance.Identify and use resources wisely.

Work as a team.

Red Cross Code of ConductOur Fundamental Principles bring us together with a common purpose and the Red Cross values provide

the foundation for standards of ethical behavior. Each of us is responsible for upholding the values and

adhering to the Red Cross Code of Conduct. Anyone who works on behalf of the Red Cross is expected

to sign a Code of Conduct.

Concern Connection LineBecause part of everyone’s job is to be an active protector of the values that make us who we are, our

responsibility extends to promptly reporting any fraud, waste, abuse or other ethical concern that may

compromise our values or diminish the trust of the American people.

The Concern Connection Line is a 24-hour, anonymous, confidential toll-free number that provides

employees, volunteers or members of the general public a mechanism for reporting concerns about

illegal, unsafe or unethical conduct. It is staffed by independent third-party communication specialists

who are trained to gather information and forward it to the appropriate Red Cross management entity for

review and action.

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Addressing Disaster-caused Emergency NeedsThe client casework interviewer’s main job is to help bridge the gap between what each individual or

family is able to accomplish alone and what is actually needed to help them to resume a more normal

life. We obtain this information by interviewing the client.

As a not-for-profit organization we must ensure that we use the donated dollar wisely. To fulfill

this responsibility it is important that we always verify the following information before providing

assistance.

Client Identification Individuals and families requesting emergency assistance are required to provide

identification that proves: 1) Who they are, and 2) They resided in the affected area

at the time the disaster struck.

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Report:FraudWasteAbuseOther Ethical Concerns

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Concern Connection Line

Be Vigilant!It’s Your Job...Everyday.


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Disaster-caused Needs Emergency assistance is given for items of legitimate disaster-caused or disaster-aggravated needs; not for

any pre-existing conditions. Consult your supervisor when you have any questions about these or other

disaster-caused or aggravated needs and pre-existing conditions.

Once the needs are verified, the Red Cross then gives assistance for items that address a client’s

immediate needs. Immediate emergency assistance is designed to make sure clients have—

Two sets of clothing (includes what they are wearing).

Something to eat.

A safe, dry place to sleep.

Something on which to sleep.

Basic critical medical needs met.

A short-term and a long-term recovery plan

Providing Standardized AssistanceStandardized assistance is the term used to describe the manner in which Red Cross provides each

individual or family with items of assistance and/or services. Standardized assistance ensures that all

assistance and services are similar in quantity, quality and type to those affected by that disaster, taking

into account the cultural and geographical differences of the affected area. Appropriate variations are

made only on the basis of need and family composition. By providing standardized assistance we help

ensure that all clients have access to the resources necessary to begin their recovery.

The primary mechanism for providing standardized assistance is the Standardized Emergency Assistance

Price List (ARC 4416) or a Red Cross unit’s locally developed and nationally-approved price list.

These designated price lists provide specific guidance on the financial resources which can be provided.

This list contains the items clients most commonly need following a disaster and the procedures to

follow when providing emergency financial assistance to the client.

Your instructor will provide a copy of the current version of the Standardized Emergency Assistance

Price List to use during the class activities. You will have an opportunity to become more familiar with

these two documents as you begin to work in the field.

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Welfare Information and Family ReunificationHelping family members communicate with loved ones after a disaster has been an important service

provided by the Red Cross for many years. As a Client Caseworker, your contact with clients within

the affected area provides an opportunity to promote the Welfare Information and Family Reunification

service. This service facilitates communication from inside the disaster-affected area to outside the

affected area. You can do so in three important ways:

1. AskHave you contacted your loved ones?

Do they know where you are?

Do they know what your plan is?

2. OfferCan I help you contact your loved ones?

Would you like access to a phone?

Would you like access to register on the Red Cross Safe and Well Web Site?

Would you like the red Cross to contact your loved ones for you?

3. ConnectProvide cell phone access or direct client to nearest phone access.

Direct client to nearest web access.

Provide client with the Reverse Notification Form (ARC 2079-1); collect and route

the form.

The Red Cross Safe and Well Web Site provides a way for those who are affected by a disaster to

notify loved ones of their whereabouts and status. Clients can register themselves in the database by

entering their personal information into a simple-to-use screen:

About Me: First and last name, e-mail address, etc.

Home: Complete pre-disaster address.

Best Contact Information: Temporary residence and contact information

Safe and Well Messages: Select from among a list of standard messages to let family

members know of the status of their well-being and how they can be reached.

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Concerned family and friends can search for those who have registered themselves using either a pre-di-

saster phone number (home, work or cell) or a pre-disaster address. Anyone can access the Safe and Well

Web Site using the following address: https://disastersafe.redcross.org/

Note: For more information about Welfare Information and Family Reunification and the Red Cross Safe and

Well Web site, see Participant Resource E beginning on page E-1 in your workbook.

Collaboration with Other DSHR Groups and ActivitiesClose coordination between different activities and groups allows the Red Cross to provide seamless

service delivery. As a client caseworker, you will work closely with workers from Mass Care (MC) and

Information Management Support Services (IMS), in particular.

Mass Care (MC)The Mass Care Group is responsible for providing services to the affected community as a whole. These

services include the coordination of sheltering, feeding and bulk distribution of supplies within commu-

nities affected by a disaster. Unlike Client Casework, the services Mass Care provides do not require an

case record be established in order to receive help.

There are four activities within this group:

Bulk Distribution (BD)

Feeding (FF)

Sheltering (SH)

Community Programs (CP)

It is important for you, as client caseworker, to know what Mass Care services are available within the

affected community and where they can be accessed. Knowing this information allows you to share it

with clients.

Information Management Support Services (IMS)Information Management Support Services (IMS) gathers, analyzes and disseminates information about

the scope and effectiveness of relief efforts conducted by the Red Cross. The information IMS collects

provides a snapshot of the disaster relief operation status at any point in time.

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There are three activities within IMS:

Disaster Assessment (DA):

Financial and Statistical Information Management (FSI)

Analysis, & Planning (AP)

Information Dissemination (ID).

You will work closely with the Financial and Statistical Information Management (FSI) Activity. FSI is

responsible for tracking the use of Client Assistance Cards and Disbursing Orders as well as ensuring

they are kept in a secure place. FSI is also responsible for maintaining the confidential Client Case

Records (Form 901). We will learn more about Client Assistance Cards, Disbursing Orders and Client

Case Records in Segment 2.

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2The InterviewSegment

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Video Notes:

Objectives

After completing this segment you will be able to—

Explain how to conduct an effective client interview.

Explain how to document client information using the Disaster Registration and Case Record (Form 901) during the interview process.

Identify and complete the additional forms used in conjunction with the Disaster Registration and Case Record (Form 901).

Describe the processes used to issue a Client Assistance Card and a Disbursing Order to the client.

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Conducting Client InterviewsClient Casework interviewers are the front-line workers who deal directly with the public. They

interview clients, determine the client’s needs and take steps to provide assistance. As an interviewer,

your role in the interview process includes—

Climate setting.

Listening and consoling.

Providing emergency financial assistance.

Providing information and referrals.

Climate SettingBecause an interview is often the first encounter a client has with the Red Cross, it is important that it

is conducted in a professional and effective manner. To instill a sense of confidence in the client you

should always remember to—

Welcome the client warmly.

Treat the client with courtesy.

Speak softly and with a smile.

Tell the client your conversation with them will be confidential.

Tell the client the Red Cross is there to assist them with their recovery.

Listening and ConsolingListening with empathy, to understand the client’s losses and needs, is the first step to building a trusting

relationship. Effective listening and consoling the client is one of the most important services we

provide.

Active Listening

Active listening is one of the most important skills we use in client casework. When practicing active

listening you are focused on the person who is speaking in order to understand what he or she is saying.

You should then be able to express, in your own words, what the person said to his or her satisfaction.

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Listening Challenges

Many people think active listening is easy. In fact, listening is one of the hardest skills to master. Some

of the common listening challenges are:

Not paying attention

Pseudo-listening

Rehearsing

Interrupting

Hearing what is expected

Effective Listening Skills

These challenges can be overcome by practicing good listening skills. Some of these skills include:

Minimizing distractions

Focusing on the other person

Paying attention to non-verbal language

Asking questions that clarify what the speaker is saying

Paraphrasing what the speaker has said

Showing Empathy

Empathy is the ability to respond to the client in a way that shows you have listened to and understand

how the client feels. To listen with empathy you must see the world from the other person’s point of

view rather than your own.

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Examples of Empathy


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You will likely encounter a number of situations in which you may need to comfort the client.

Acknowledging the client’s feelings and emotions by using the phrase “It sounds like you are very

concerned about...” is a good way to show the client that you are in tune with his or her situation. If

appropriate, place a hand on the client’s shoulder or pat his or her arm. Use appropriate eye contact.

Note: Always be culturally sensitive when comforting clients. For example, some cultures have strict

rules regarding physical contact between men and women. Talk to your supervisor if you have any

questions regarding appropriate behavior.

Give the client time to recover if they become emotional or began to cry. Do not tell the client that you

know how they feel nor insist on continuing the interview if the client becomes emotional.

If small children are present, try to offer stuffed animals or have someone take care of the children

during the interview.

Asking QuestionsAs an interviewer your role is to listen to the client’s story and provide assistance based on what he

or she has said. Use both close-ended (directive) and open-ended questions or statements during the

interview.

Close-ended (directive) questions are those that can be answered with “Yes”, “No” or a brief phrase. Use

this type of question when you need to gather basic information about the client. Examples of a closed-

ended question include:

Please tell me your current address.

Do you have insurance coverage?

Where were you at the time of the disaster?

Open-ended questions or statements encourage longer, more in-depth responses. Use open-ended

questions or statements when you want to determine the needs of the client. Examples of open-ended

questions or statements include:

Please tell me about the damage to your home.

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Can you tell me what happened after the tornado destroyed your home?

What other financial resources do you have?

Providing AssistanceAfter obtaining the correct information, you will need to determine the amount and type of assistance the

client may need. Use the Disaster Program Guidance and Standardized Emergency Assistance Price List

to determine the amount of emergency financial assistance the client may receive. Do not overlook the

benefits of providing information, referrals and resources to disaster clients. They are often as effective

as any financial assistance you can provide.

Providing Emergency Financial AssistanceThe Red Cross offers two methods of delivering emergency financial assistance to people who have

been affected by a disaster; Client Assistance Cards (CACs) and Disbursing Orders (Form 104C). A

Disbursing Order is commonly referred to as a “DO” in the field.

A Client Assistance Card is a stored-value card similar to a debit or gift card. The client can use the card

to shop with any merchant that accepts MasterCard®. A Disbursing Order functions like a voucher. It

can be used to purchase merchandise and services from vendors such as, contractors, landlords, doctors

and hotels. Both Client Assistance Cards and Disbursing Orders—

Add a measure of dignity to the recovery process by enabling individuals to purchase

specific items from the merchant of their choice, and select the color, size, style, etc.,

of the items.

Provide a boost to the local economy by putting money back into the disaster-

affected community.

Enable Red Cross to be accountable for its financial commitments, which leads us to

be good stewards of the donated dollar.

As a client casework interviewer you are responsible for issuing these types of financial assistance to the

client. You will learn more about procedures for issuing either type of assistance later in the course.

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Providing Information, Referrals and Resources to Disaster ClientsIt is important to provide the client with complete and accurate information about Red Cross services

and other community resources that may be available to him or her. One of the most valuable roles

the Red Cross plays is to connect individuals with external organizations that can also provide help.

When making a referral, it is important that you know something about the agency and the assistance it

provides. If possible, give the clients the following information:

How to access the resource (e.g. business hours, location of office and contact

information).

What documentation the client may need (e.g., written referral, photo identification

and insurance papers).

Eligibility requirements (e.g., age, income and residency).

Below is a list of some community agencies that may assist people affected by a disaster. Talk to your

chapter or supervisor for a list of community agencies (local, state, and national) to which clients can be

referred.

Clothing:

Seventh-Day Adventist Church

Clothing, linens, housewares, furniture:

St. Vincent de Paul

Salvation Army

Rent, prescription drugs, food stamps:

Department of Social Services

Housing locations:

Housing authority

Eyeglasses:

Lions Club

Optometrists association

Occupational supplies:

Trade unions

Additional resources may be available for individuals under the age of 5 years and over the age of 62

years. These programs include Meals on Wheels and Women, Infants and Children (WIC). Talk to your

supervisor or chapter for more information.

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Documenting the Interview and Assistance ProvidedYou must establish a case record for every client you interview. This record contains all the information

you receive about the client during the interview, such as personal data, emergency needs and contact

information, as well as details of the assistance that is provided. The records are stored in a centralized

location where follow-up interviews and assistance can be documented. There are two types of case

records:

Computer-based - The Client Assistance System (CAS)

Paper-based - The Disaster Registration and Case Record (Form 901)

Whether you use the Client Assistance System or the Disaster Registration and Case Record (Form

901), it is critical to document information about the client’s case accurately.

Client Assistance System (CAS)The Client Assistance System (CAS) is a web-based application used to document a client’s information

and the assistance each receives using a method which allows the information to be entered and

stored electronically in a single, centrally-located system of record. Using a computer, caseworkers

and supervisors can enter and retrieve information about a client’s case using an assigned log in and

password.

Centrally-located client data provides the ability to generate reports that reveal important information

about the status of a relief operation and the clients and cases related to that operation. It also enables the

Red Cross to ensure accountability to our donors and the public.

Because of these features, the Client Assistance System is now the standard method of

documenting, issuing and reporting Red Cross assistance for clients.

The Client Assistance System is relatively easy to learn when you are familiar with the paper-based

Disaster Registration Case Record (Form 901) you will learn today. It requires only the most basic

computer knowledge and skills. Participant Resource F on page F-1 of this workbook demonstrates the

relationship between the Form 901 and the data entry points in the Client Assistance System. Specific

Red Cross training courses are offered to caseworkers and supervisors for learning how to use the CAS.

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Staff assigned to the Client Casework Activity are required to take available training, preferably at

their chapter or online prior to deployment. A training database can be accessed online for learning and

practice as noted below.

Self registration link: Replace the ##### with your chapter code (no spaces).

https://learningctr.redcross.org/elms/pws/portal.do?siteID=#####%5fResponse

Your chapter can assist you with obtaining access to this online site and with registration as well as with

other resources.

Completing a Disaster Registration and Case Record (Form 901)The Disaster Registration and Case Record (Form 901) is the paper-based case record. The Form 901

has four parts, each of which are lettered A through D. Parts A through C (also known as “flimsies”)

are the quarter-page portions at the top of the form. Each part (or flimsy) is a different color; blue (Part

A), pink (Part B) and yellow (Part C). Part D—also known as the “hard copy” or “case file”—is the last

page of the form and measures 11” x 17 3/4”.

All client information is recorded on the front of the form. Use a ball-point pen when entering

information onto this form. Print one capital letter in each block on the flimsy. Be sure to press hard so

that the information is recorded on all the copies.

Note: You can fold Part D just below the supervisors name block (with the printing on the outside) to

create a folder where copies of other forms related to the case can be placed.

Completing Parts A-CUse the following steps when completing Parts A-C and the top portion of Part D of Form 901. Refer

to Participant Resource A on page A-1 at the back of this workbook to view an example of a completed

Form 901 flimsy.

1. Check Client Identification

The most useful and common form of identification is a non-expired state driver’s license with a current

address. Record the following information from the license number in the block labeled “Family

Identified By:”State of issueLast four digits of the license number

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Month and year of expiration.

Verify whether the name and address on the license matches the name and address provided earlier

by the client. If the name and address recorded on the Form 901 matches, note that the information is

verified as follows:

“VA 6789 / exp. 09/09 (name/address verified)”

If the name on the license matches the Form 901 but the address is different record that the information

is different:

“VA 6789 / exp. 09/09 (name verified/address different)”

If the address does not match, the client must provide an alternate form of identification showing the

client resides at the address in the disaster-affected area. Record the form of additional identification

used to verify the address as described below.

If a driver’s license is not available, the client may use a current utility bill or the testimony of a

professional individual, such as a policeman, social worker, clergy or landlord to establish identity.

Include the utility company’s name and the last four digits of the account number (“VEPCO utility

bill; 0002”) or the name and position of the individual who establishes their identification. Notify your

supervisor if the client’s identity cannot be verified.

Note: A Social Security Number is not normally required to complete this form. Check with your

supervisor to find out when the use of a Social Security Number is appropriate.

2. Record Client’s Name and Address

Record the client’s name and pre-disaster address (including zip code) in the appropriate spaces. Be sure

to include the name of the client’s spouse.

Note: Always be culturally sensitive to the way in which people identify themselves. For example, in

Spanish-speaking cultures individuals use the last name of both parents.

3. Record Household Demographics

Demographic information is recorded in two separate areas on the form. On the left-hand side of the

form are four spaces. The information required in this area includes:

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Number of people living in the household

Number of people age 62 years or older

Number of people under the age of 5 years

Number of household members unemployed as a result of the disaster

This information is important because it allows you to determine if there are any household members

who are eligible for additional assistance.

On the far right-hand side of the form you record the name, ages and sex of all the members in the

household.

Print the first name of each person living in the home at the time of the disaster. Include the last name if

it is different from the head of the household. You must also indicate the current status of each household

member in the block labeled “K/I/H/M/NA” (Killed, Injured, Hospitalized, Missing, Not Affected).

Note: A household is defined as a group of individuals (adults and/or children) who live in the same

housing unit and prepare meals together. You must complete a separate Form 901 (case record) for each

household.

When two or more cases are related, such as two separate households residing within the same housing

unit, they should be cross-referenced. When cross-referencing case records, each case record will

contain the case number of the other household so that the caseworker can refer to both cases when

providing assistance. Talk to your supervisor when this situation occurs.

4. Record Red Cross Disaster Relief Information

This information includes the Disaster Relief Operation (DRO) number, type of event, the day the event

happened, chapter code and service center codes. You can get this information from your supervisor.

5. Record Property Damage Information

In this area you record information about the property, the type of damage it sustained, insurance

coverage and personal income range.

Income information is not used to provide Red Cross emergency assistance; rather, it is used to more

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accurately plan the client’s recovery.

Note: Asking about a person’s income is sometimes a sensitive question to answer. A good way to

approach this situation is to allow the client to check the appropriate box.

6. Record Contact Information

Information recorded in these blocks include:Pre-disaster telephone numberAlternative telephone numberContact at the alternative telephone number

Post-disaster address of client

Always try to get at least two current and active phone numbers at which a client can be reached. Enter

the name and telephone number and relationship of the person who will most likely be answering the

phone. Recording when the client can be reached at these numbers is helpful to anyone having to follow

up with the client at a later time.Note: Make sure that all contact information recorded is correct. It may be the only reliable way in

which to contact the client.

7. Name of Interviewer

Print your name and the date in the appropriate box legibly.

Note: Refer to Participant Resource A on page A-2 at the back of this workbook to view an example of a

completed Form 901, Parts A-C.

Completing Part DUse the procedures described below when completing the remaining portion of Part D of Form 901.

1. Brief Statement of How the Family Was Affected in a Disaster

This section provides the road map to the client’s story. Only document the information that is needed to

assist the disaster client with his or her recovery.

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Red Cross client case files are important documents. You are required to keep the client’s information

confidential. Client information may not be shared unless a client signs a Release of Confidential

Information giving the Red Cross express written permission to do so. Both the Red Cross and other

agencies rely upon the information in the case files to make decisions about what, if any assistance, to

provide to the client. The case file should only contain information related to the needs of the individual

or family, the nature of the request for assistance, and the assistance provided to meet the client’s

emergency disaster-related needs and to help the client begin the recovery process.

If you have suspicions about the legitimacy of the client’s eligibility for assistance:

Tell your supervisor.

Do not make any notations in the narrative about your suspicions.

Do not investigate your suspicions–that is not your role as a caseworker .

If your supervisor tells you to make a notation in the narrative, write “Case being

reviewed by Supervisor.”

There are some specific “do’s” and “don’ts” that all Red Cross workers documenting information in the

narrative section of a case file are expected to follow:

Do: Do NOT include:Write a narrative Include personal opinions or rumors.Be brief Make comments on the client’s characterBe accurate; stick to the facts Make comments on possible legal issues

Focus on information relevant to the case

The narrative should start with the phrase “Client states...”. When completing this section ask the client

the following questions:What date did the damage occur?What was the cause of the damage?Where were you or other household members during the time the damage occurred?What is the degree of damage to your residence?What type of needs have been caused by this disaster?

What are your immediate needs?

Record the client’s responses to these questions.

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When assistance is provided, write in the type of assistance, the method in which it is given and the

items that are provided. Examples of the type of information to include are:Client Assistance Card for food/groceriesDisbursing Order for rentReferral to Salvation Army for additional clothing

Note: Participant Resource B beginning on page B-1 in your workbook contains several sample

narratives.

2. Medical Information

The purpose of this section is to determine whether the client has any medical needs. Do not

document any physical or mental medical conditions when completing this section. The Health

Insurance Portability and Accountability Act-Privacy Regulations (HIPAA) does not allow the release

of confidential medical information. This includes statements regarding specific mental or health

conditions. Therefore, you should only record medical needs, such as “lost glasses,” “lost prescription,”

“destroyed walker,” etc.; “needs replacement” and “1475 issued”.

If a client or household member requires immediate medical attention or first aid, take him or her to an

Emergency Medical Technician on the scene or a Health Services (HS) worker and finish the interview

at a later time. If the client or household member is being treated by HS, record on the Form 901 that a

form “1475” was issued. Give the Form 901 to the HS worker.

3. Client Casework Supervisor’s Name

Write in the name of your supervisor in the space provided. Do not fill out this section until the Form

901 is complete and both you and the client have signed the form.

4. Family Recovery Plans–Immediate and Long-Range

The purpose of this section is to record the client’s immediate and long-range plans for recovery. Make

sure you include the following information when completing this section:

Does the client intend to return to his or her previous living quarters?

Does the client need temporary housing until repairs are made or until another home

is found?

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Does the client have insurance coverage? If so,

What type of damages are covered?

What is the maximum amount of coverage for each category?

What is the name and contact information of the insurance company or local

agent?

What is the status of the claim?

Does the client have any other financial resources in addition to the Red Cross

(personal or government)?

Note: If the status of an insurance claim is not known, complete and have the client sign a Release of

Confidential Information for the insurance company.

5. Directions to the Residence

The purpose of this section is to record specific directions from the chapter or service center to the

pre-disaster address. In urban areas you can use standardized map coordinates or major street

intersections to locate the residence. In rural areas, include distances and prominent landmarks.

6. Referrals

Referrals to other relief agencies are a valuable service that the Red Cross can provide to clients. This

is especially true when the client’s needs go beyond the scope of the standardized assistance and other

services Red Cross provides.

The agencies listed in this section of the Form 901 are only used on larger disasters when the President

of the United States issues a formal disaster declaration. Your supervisor will let you know when you

can make these referrals.

7. Signatures

Ask the head of the household or another responsible adult member of the family to sign in the

box labeled “Signature of Family Representative.” Have him or her date the form as well. Place

your signature in the box labeled “Signature of Interviewer” to the immediate right of the family

representative’s signature. Date the form as well.

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Note: If no one in the family can write, have one member mark an “X” and have it witnessed by

another adult besides the interviewer.

8. Release of Confidential Information

Because Red Cross shares client information with other agencies when they have the client’s consent to

do so, it is especially important that all information in the file, including the narrative, be accurate and

contain only information that is relevant to the client’s case.

Written permission from the client in this section of the Form 901 allows the Red Cross to obtain or

exchange information with the agencies listed in the referral section. The decision to sign or not to sign

a release rests entirely with the client. On a declared disaster, check with your supervisor to determine if

you need to obtain additional releases from the client, other than this one in the Client Case Record.

Follow these steps when completing this section:

1. Read and explain the purpose of the release to any individual or family that is applying

for Red Cross assistance, including those who do not receive financial assistance.

2. Ask the family representative if he or she would like to sign the release.

If the client chooses to sign the release, instruct him or her to place his or her

signature and the date in the appropriate area.

If the client chooses not to sign the release–

Explain to the client that the Red Cross cannot exchange information with any of

the agencies listed in the referral section if he or she applies for assistance.

Ask the client why he or she chooses not to sign and record the record that reason.

Write “CLIENT DECLINED TO SIGN” on the designated client signature line

and sign your name on the designated interviewer signature line to the right. Place

the date next to both entries. Print your name legibly below your signature.

The American Red Cross is a member of the disaster relief network which shares the client’s case

files with other member agencies utilizing the Client Assistance Network (CAN) when the client

provides written consent to do so. When CAN is being used to share information during a disaster relief

operation, your supervisor will provide specific guidance about how to obtain release of confidential

information from the client in order to do so.

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b)

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9. Information From Home Visits and Other Contacts

This section is used to record follow-up actions and communications regarding the case. Note any

correspondence or documents exchanged between the Red Cross, the client and the organizations to

which referrals have been made. When recording information in this section—Review previous entries to ensure that all disaster-caused needs are identified and addressed. Talk to your supervisor if you have any questions or concerns.Document what type of assistance was provided.Record the date and time of the entry.

Sign your full name at the end of the entry. Ensure it is written legibly.

Notes:

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Form Purpose

CAC AuthorizationForm 1030

Is written to provide financial assistance to clients for the purchase of good and services. The blue copy goes to the client, the pink copy goes into the client’s case file and the yellow copy goes to Financial & Statistical Information Management (FSI).

Client AssistanceMemorandum Form 1475

A communication tool used by Health Services (HS), Client Casework (CC) and Disaster Mental Health (DMH) to exchange and record information about the client.

Disbursing Order (DO)Form 140C

Is written to provide financial assistance to clients for the purchase of goods and services. The blue and green copy go to the client. The pink copy goes into the client’s case file and the yellow copy goes to Financial & Statistical Information Management (FSI).

Disaster Referral Form 5855

A communication tool used to inform disaster-affected individuals and families of other public and private agencies and organizations that provide disaster assistance. The original copy goes to the client and the second copy goes into the client’s case file.

Landlord Verification (LLV) Form 6615

Is completed for all individuals and families who may request Red Cross assistance for rent or security deposits. The original copy goes to the client and the second copy goes into the client’s case file.

Release of ConfidentialInformation

Written permission from client to release and/or acquire confidential information to/from an agency not listed on Form 901. The original is sent to the agency and the copy is put into the client’s case file (Form 901).

Forms Used with the Form 901


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Client Assistance CardsAs mentioned earlier, one method the Red Cross uses to provide financial assistance is the Client

Assistance Card (CAC).

CAC FeaturesThe Client Assistance Card can be used to make purchases and to withdraw money from an ATM or

receive cash back when making a purchase by using a four-digit personal identification number (PIN).

The pin number is provided along with the card.

Just like a credit or debit card, there is a raised 16-digit number that is unique for each card. Cards

also display an expiration date, the date after which a merchant will not accept the card. Cards expire

120 days after activation. Unlike a credit or debit card, the client’s name is not on the front. There is,

however, a signature space on the back.

The back of the card has a signature space where the shopper signs. (The shopper is the client or

someone the client designates to make purchases for him or her.) The card also has a warning on the

back of the card stating that the funds cannot be used to purchase alcohol, tobacco, or weapons.

Benefits of Using a Client Assistance CardUsing a Client Assistance Card benefits our clients, Red Cross caseworkers, merchants, and donors.

Because a Client Assistance Card can be used like a debit card, a disaster-affected client can make

purchases less conspicuously and therefore, with more dignity. For the American Red Cross caseworker,

using the card reduces the preparation of multiple disbursing orders, making the process of providing

assistance quicker and more efficient. For merchants, accepting the Client Assistance Card facilitates

faster receipt of payment by electronic funds transfer (EFT). Finally, a Client Assistance Card allows the

Red Cross to track the use of donated dollars in a quick and efficient manner.


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Issuing Client Assistance CardsIssuing Client Assistance Cards is a six-step process.

1. Receive Client Assistance Cards

When reporting for your shift, you will provide photo identification to the Financial and Statistical

Information Management (FSI) worker. Preferred forms of identification are your driver’s license or Red

Cross ID.

You will then receive the Client Assistance Cards from FSI in sealed, numbered envelopes. The

envelopes protect the card number and provide security for the PIN.

The FSI worker should also issue you the following forms: Client Assistance Charge-Out Record (Form 1032) - Used to keep track of the CACs assigned to you.Client Assistance Authorization (Form 1030) - Used to record the card number and a description of the type and amount of assistance provided to the client.Client Assistance Card protective sleeves - Used to protect the card from becoming demagnetized, which can happen if the card is placed near a cell phone.Register of Purchases forms - An envelope with spaces on the front for tracking card use. You will give it to the client who then uses it to keep a running balance of

expenditures on the front and put purchase receipts inside.

In addition, you should also receive the following items from the FSI worker or your supervisor:Merchant Letter - Describes the card and lists the regulations that apply to all merchants accepting the card. You show this letter to the client when the merchant has a question regarding the use of the CAC.Client Instructions - Provides a reference for the client when he or she starts using the card. The instructions include phone numbers and a web site the client can use for

questions and more information.

Before you accept responsibility for the cards you must—

Match the serial numbers on the card envelope with the serial numbers written on the

Charge-Out Record (Form 1032).

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Verify there are sufficient quantities of cards and supporting documentation and materials for your shift.Verify with your supervisor how the Client Assistance Card is being activated. When the card is not being activated through the Client Assistance System, verify the activation phone number .This is the number you will call to activate the card after

you issue the card to the client.

Sign and date the Charge-Out Record and make sure the FSI worker does so as well.

Note: When you sign the Charge-Out Record, you are accountable for the cards in your possession. Let

the Financial and Statistical Information Management worker know if there is a discrepancy between

the numbers on the envelopes and the numbers on the Charge-Out Record before you sign. You may be

informed that card activation will be completed by someone other than the caseworker.

2. Interview Client

As you recall, one of the primary purposes of the client interview is to determine immediate, emergency,

disaster-caused financial needs. When Red Cross financial assistance will be provided, it could be a

Client Assistance Card, a Disbursing Order or a combination of the two.

3. Complete the Client Assistance Card Authorization (Form 1030)

The next step is to complete the Client Assistance Card Authorization (Form 1030). This form is used to

describe the amount and type of assistance for which the CAC can be used.

When completing the Client Assistance Card Authorization (Form 1030)—Determine whether the client and the shopper (the person making the purchases) are the same person. If someone other than the client is doing the shopping, provide that person’s name and contact phone number. The pre-disaster address should be the client’s.Complete the appropriate fields.Ask the shopper to choose a confidential, easy-to-remember 4-digit access code. This code created by the client/shopper is for identification purposes only.

Review the Client Instruction Letter in detail with the client.

See Participant Resource C on page C-1 for a sample of a completed Client Assistance Card

Authorization (Form 1030).

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4. Complete Card Activation

In most cases, you will activate the card before you issue it to the client. In CAS this is done in the CAC

tab section. (See Participant Resource F beginning on page F-1.)

When you are not using the CAS, follow these steps to activate the card—

Move a discreet distance away from the client to make the phone call.

Call the designated phone number.

Provide the activator with the following information from the Form 1030:Client name and pre-disaster addressCard numberCase numberChapter incidence or DR numberContact number for shopperTotal amount of assistanceAccess codeName of person who authorized assistanceName of activatorChapter and county codes

Date

To insure the card was properly activated, ask the activator to read all the information back to you,

including the spelling of the client or shopper’s name. It’s important to activate the card at the time you

issue it rather than waiting until the end of your shift. Clients need to be able to use the card as soon as

possible.

5. Issue Card and Obtain Client Signature

Review the following information with the client before giving him or her the activated CAC:

When using the card to make purchases, the client may select either credit or debit as

the transaction type. If a client wants to receive cash back, he or she must select debit

as the transaction type and enter the designated four-digit PIN.

Advise the client or shopper to check the card balance before making a purchase,

inform the merchant of the tax-exempt status of the purchases and avoid returns and

credits. A card without funds to fully cover a purchase will be declined.

Explain to the client that purchases are monitored. Cards can be suspended at any

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time if misuse is suspected, so it is very important to use the card for only approved

items. Approved items are the ones listed on the Client Assistance Card Authorization

(Form 1030).

Note: If the client withdraws cash or gets a cash return on a purchase, they will lose the tax free

advantage of using a CAC; pay a fee for the cash withdrawal; and the Red Cross will not be able to

replace any cash that is lost or stolen.

Give the client a copy of the Merchant Letter and explain its purpose. Since clients only have one copy

of the letter, they should not give it to the merchant. The merchant may see it, read it, and photocopy it,

but they cannot keep it.

Explain how the client can use the Register of Purchases envelope to document card transactions and

keep up with the funds remaining on the card. (It’s similar to the check register for a checking account.)

Note: Emphasize to the client that using the Register of Purchases envelope can help them avoid the

embarrassment of attempting to make purchases that exceed the remaining value on the card.

Ask the client to sign the back of the card in front of you. If someone other than the client is shopping,

the shopper’s signature must be on the back of the card. This is a MasterCard® requirement and is not

negotiable.

Point out the Customer Service number on the back of the card and remind clients that this is the number

to call for card balances or to report a lost or stolen card. If they plan on using the cash-back option on

the card, they can change their PIN through Customer Service.

Ask the client to sign and date the Client Assistance Card Authorization (Form 1030) in front of you.

Give the original (blue) copy of the Client Assistance Card Authorization (Form 1030) to the client

or shopper. The pink copy goes in the case file, and you will return the yellow copy to Financial and

Statistical Information Management.


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6. Account For and Return Unused Cards and Documentation

At the end of your shift, you must account for all the cards on the Charge-Out Record. Return any

unused cards and submit the completed Client Assistance Card Authorization forms. Inform the FSI

worker whether or not you will be returning for another shift. If so, any unused CACs will be reassigned

to you at the beginning of your next shift. If you are out-processing from the disaster relief operation,

you will sign the Client Assistance Card Charge-Out Record.

Disbursing Orders (Form 140C)As mentioned earlier, a Disbursing Order (DO) works like a voucher. It can be used to purchase goods

and services from vendors. In addition, a Disbursing Order is the only method you can use when

providing the client with assistance for housing.

FeaturesA Disbursing Order has four copies; Original Copy (blue), a Merchant’s Copy (green), an

Accountant’s Copy (yellow) and a Case File Copy (pink).

Types of Disbursing OrdersDisbursing Orders are categorized by the type of transaction for which the DO is written. Two common

categories are non-cash grants and cash grants.

A non-cash grant is a DO that has been written directly to the vendor. The client gives the DO to the

merchant in exchange for goods and services.

A cash grant refers to a DO that is written by the interviewer but processed by Shared Services

and issued to the client in the form of a check. The check is mailed directly to the client to cover or

reimburse disaster-related expenditures. This type of DO is used rarely and requires authorization from a

Client Casework Supervisor.

Specific procedures for managing the different color copies of Disbursing Orders are determined by the

scope of the disaster (chapter vs. national response) and the type of financial assistance provided

(non-cash grant or cash grant).


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In most cases, the Original and Merchant’s copies (blue and green) are given to the client, the Case File

copy (pink) is placed in the client’s case file and the Account’s copy (yellow) is sent to Financial &

Statistical Information Management (FSI) for processing.

Talk to your chapter or supervisor to find out the specific procedures being used at your disaster relief

operation (DRO).

Issuing Disbursing OrdersThere are five steps you must take in order to issue a Disbursing Order to a client.

1. Receive Disbursing Orders.

As with the Client Assistance Card, you will provide photo identification to the Financial and Statistical

Information Management (FSI) worker. Preferred forms of identification are your driver’s license or Red

Cross ID. You will then receive the Disbursing Orders from FSI. At this time you should also receive a

Disbursing Order Charge-Out Record (Form 5740). This record is used to track the Disbursing Orders

assigned to you.

Before you accept responsibility for the DOs you must match the serial numbers on the DOs with the

serial numbers written on the Charge-Out Record (Form 5740). Let the FSI worker know if there is a

discrepancy between the numbers on the DOs and the numbers on the Charge-Out Record. Once you are

certain the serial numbers match, sign and date the Charge-Out Record and make sure the FSI worker

does so as well.

Note: You are accountable for all Disbursing Orders assigned to you. Do not share or exchange

Disbursing Orders with another caseworker!

2. Interview the Client.

Interview the client to determine immediate, emergency, disaster-caused financial needs. As you recall,

one of the primary purposes of the client interview is to determine immediate, emergency, disaster-

caused financial needs. When Red Cross financial assistance will be provided, it could be a Client

Assistance Card, a Disbursing Order or a combination of the two.


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3. Complete the Disbursing Order (Form 140C). The next step is to complete the Disbursing Order

(Form 140C). This form is used to describe the amount and items of assistance for which the DO can be

used. See Participant Resource D on page D-1 of this workbook for a sample of a completed Disbursing

Order (Form 140C). Print the information legibly; no strike throughs or erasures are permitted.

4. Give the Disbursing Order to the Client (Blue original and Green copies only).

Review the following information with the client before giving him or her a Disbursing Order:

Disbursing Orders are nontransferable. Payment will only be made to the merchant

to whom it is issued.

Clients should inform the merchant that the Red Cross is generally exempt from state

and local taxes.

Clients may only purchase the items listed on the Disbursing Order; Payments will

not be made for substitute items.

Clients are responsible for paying dollar amounts in excess of the DO.

Note: More detailed directions on the use of a Disbursing Order are located on the back of the form

(blue copy).

Inform the client that the vendor instructions for how to process the DO are on the back of the blue form.

5. Account For and Return Unused Disbursing Orders and Documentation.

At the end of your shift, you must account for all the DOs on the Charge-Out Record. Return any unused

Disbursing Orders and submit the completed Disbursing Order Authorization forms. Inform the FSI

worker whether or not you will be returning for another shift. If so, any unused Disbursing Orders will

be reassigned to you at the beginning of your next shift. If you are out-processing from the disaster relief

operation, you will sign the Disbursing Order Charge-Out Record.

Voiding and Canceling Disbursing OrdersUnder certain circumstances a Disbursing Order may be voided or cancelled. A Disbursing Order is

“voided” when the Red Cross has all four copies. Cancelled Disbursing Orders are those invalidated

after the yellow copy has been processed through Financial and Statistical Information Management.

Voiding Disbursing Orders.

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Entries on a DO may not be erased, struck through, or written over. If a mistake is made, write “VOID”

in large letters across the face of the orders making sure the letters go through all four copies.

Record it as “VOID” on the Disbursing Order Charge-out Record (Form 5740), and return it to FSI

when you return the documentation at the end of your shift or when you need more DOs. Never discard

or destroy a voided DO.

Canceling Disbursing Orders.

Canceled Disbursing Orders are those invalidated after the yellow copy has been processed through

Financial & Statistical Information Management (FSI). To cancel a Disbursing Order you must—Obtain the Original Copy (blue) and Merchant Copy (green) of the Disbursing Order from the client.Pull the pink DO copy from the client’s case file.Write one of the following two phrases, as applicable, across the face of all three copies:

“Canceled. Replaced by DO No.” when the canceled DO is replaced by a new one.“Canceled. Not replaced” when the canceled order is not replaced.

Return the pink copy of the canceled DO to the client’s case file.

Send the Original Copy (blue) and Merchant Copy (green) to FSI.

Note: If the canceled Disbursing Order has been replaced by another Disbursing Order, be sure to

include the yellow copy of the replacement Disbursing Order when you send the green and blue copies

to FSI.

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3Assignment SettingsSegment

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3 - �

Objectives

After completing this segment you will be able to—

Describe the various assignment settings in which Client Casework activities are conducted.

•

Video Notes:


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3 - 2

There are three basic settings in which you are likely to conduct casework: office settings, field settings

and shelters.

Office SettingsIn an office setting, you will most likely have access to electrical power, telephones, fax machines, forms

and office supplies. You will also have direct access to your supervisor and members of other activity

groups that will make communications easier.

Common tasks you may perform in an office setting are:

Conducting initial interviews with disaster-affected individuals that are referred to the

Red Cross by other agencies, such as the local fire department.

Following up on cases initiated by Red Cross workers out in the field.

Making referrals.

Issuing Client Assistance Cards or Disbursing Orders to clients.

Chapter SettingThe chapter setting is most common office setting when dealing with small events, such as a single-

family house or apartment fire. In a chapter setting you may be asked to perform a variety of tasks such

as conducting an initial interview, issuing a Disbursing Order or Client Assistance Card or following up

on cases that have been initiated in the field.

Service Delivery SiteThe service delivery site setting is most common when dealing with larger events that affect

communities, such as a flood or tornado. In a service delivery site setting, clients or disaster-affected

individuals come to a central location to meet with Red Cross workers. Schools, community centers or

shelters are used as service delivery sites.

The tasks you perform in this type of setting are more specialized and the client may interact with more

than one worker. For example, a receptionist may greet the client and complete the first portion of the

Disaster Case Registration and Record (Form 901) then send the client to you or another Red Cross

worker who is responsible for completing the narrative portion of the form and who also provides

assistance.

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3 - 3

Call CenterWhen a disaster is too large or extensive to meet client needs adequately through normal means, a Red

Cross phone center will handle calls from individuals affected by a disaster. You may be assigned to a

Call Center to conduct casework by phone.

Field SettingsWhen you are assigned to work in a field setting, you travel within the disaster-affected area to

work with clients. Field settings often present greater challenges because of limited direct access to

office technology and other resources, such as your supervisor. It is important to be prepared when

you are going into a field setting. Bring plenty of disaster forms and office supplies with you. Dress

appropriately for the conditions and always wear your Red Cross identification.

Disaster Action Team (DAT)The basic organizational unit in a field setting is the Disaster Action Team (DAT). As a member of the

DAT team you are responsible for responding and meeting the immediate emergency needs of clients at

the local level. Like when working in a chapter setting, you may be asked to perform a variety of tasks

while responding to a disaster as part of a DAT, such as conducting client casework and meeting client’s

immediate mass care needs.

Outreach ActivitiesOutreach activities may be organized when there is no disaster assessment (DA) information and

disaster-affected individuals or clients cannot come to a centralized facility, such as a chapter or service

delivery site. Outreach teams provide services and written information.

Home VisitsHome visits are made to specific clients who already have a case open. American Red Cross caseworkers

help verify losses, evaluate living conditions and determine what assistance may be needed. You may

also make a Home Visit to follow-up on a case or meet with people who cannot make it to the service

delivery site for some reason, such as an injury.


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3 - �

SheltersOpening and operating a shelter is one way the Red Cross takes care of the interim eating and sleeping

needs of people affected by a disaster while they make other living arrangements. Conducting client

casework in a shelter is a convenience to clients, but more importantly, it hastens their recovery. The

recovery of shelter residents and the community is hindered the longer shelters remain open. Conducting

client casework in a shelter ensures timely and successful closing of shelters with the least stress to

individuals and families.

Most often, client casework procedures are the same for interviewing shelter residents as they are for

interviewing clients in any service delivery site. One distinct difference is that casework is typically

conducted during CLIENT convenient hours, often 4 – 9:30 PM. When it is necessary for shelters

to remain open for long periods of time, casework procedures may be modified to more efficiently

and effectively meet the remaining clients’ specific needs, enabling them to find alternative living

arrangements and facilitating the shelter closing.

4Skills DrillSegment

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4 - �

Video Notes:

Objectives

After completing this segment the participant will be able to—

Demonstrate the ability to obtain client information through the use of the interview process.

Demonstrate the ability to accurately record client information obtained through the interview process onto the Disaster Registration and Case Record (Form 901).

•

•


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4 - �

Skills Drill OverviewIn this segment, you will have an opportunity to apply the skills and knowledge you have learned. This

four-part, role-play activity is designed to depict a realistic situation in which the clients—George and

Edith Robinson—find themselves after a tornado has struck their community. This exercise is divided

into four parts:

Part 1 - Conducting an Initial Client Interview

Part 2 - Recording Narrative Statement

Part 3 - Providing Assistance

Part 4 - Follow-up Interview & Providing Additional Assistance

During this exercise you will work in pairs. One will play the role of the caseworker while the other will

play the role of the client. You will each have an opportunity to be the client caseworker. In this capacity

you will conduct an interview, determine what assistance is needed and provide it using the appropriate

forms as you have learned to do earlier in the course.

Each part of the exercise provides a set of general instructions that pertain to both the client and the

caseworker, followed by individual instructions for each and identified as “For the Interviewer Only”

or “For the Client Only”. You are both to read the first set of instructions and then only the instructions

designated for the “interviewer” or “client” role you will play.

This Skills Drill is designed to provide you with a real-world context for the information you have

learned in this course. Although you may find the drill to be challenging, keep in mind that the exercise

is not about having all the right answers, rather to provide an experience from which you can learn.

Have fun!

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4 - 4

Part 1: Initial Client Interview

Instructions: Read the general information provided below and then only the additional information intended for

your designated role. The more you invest in your respective roles, the more you will benefit from the

experience. Please refrain from “ad libbing” outside of the framework provided in the scenario, as it

may alter the intended outcomes of the exercise.

Setting: (For the Interviewer and Client)Last night, a series of tornados hit a community in your area. It has been determined that the most

efficient way to interview the clients is to open a service delivery site

You have been called to serve as a Client Casework Service Associate. Your clients, George and Edith

Robinson, are very upset and are still in shock because a tornado destroyed their home and nearly all

of its contents. They have two (2) grandchildren living with them at the time of the tornado. Adult

neighbors, Jack and Debbie Smith, were also staying with the Robinsons for a few days while their

home was being repainted. The Robinsons and their grandchildren are currently living in a Red Cross

shelter, while Jack and Debbie Smith are staying with friends. Jack and Debbie plan to move back into

their own house, which sustained only minor damage.

Notes:


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4 - �


DRO Information (For the Interviewer Only) Instructions: During your initial interview with the client, obtain the information needed to complete

the top portion of the Form 901, Parts A-C. Use the interview techniques you learned earlier in this

course. Remember to demonstrate empathy for the client throughout your interactions. The Red Cross

DRO information you need is provided below.

DR number 710-06 / Tornado / Occurred on February 4, 2006

Chapter Code: 113459

County Code: 43085

Service Center Number: 1

You are a client casework interviewer at the Red Cross Service Delivery Site located at 28 Smith Street,

Falls Church, VA, 22314, in Fairfax County. It is 1:00 PM on 2/8/06 and the outside daytime

temperature is 62 degrees Fahrenheit.

Notes:


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4 - 6


Client Information (For the Client Only) Instructions:

During your initial interview with the caseworker, convey the following information in response to his

or her questions. Remember, George and Edith are distraught, as they have lost their home and nearly

all the contents. They are worried most about their grand babies. You may ad lib to contribute to the

realism of the interview. However, you must not provide information other than that identified below, as

doing so may alter the assistance required. To the extent possible, remain in character until you have

completed the exercise or until the instructor has brought this portion of the Skills Drill to a close.

George Robinson 68

Edith Robinson 67

Taylor Johnson 6

Sara Johnson 11 months

Jack Smith (neighbor) 66

Debbie Smith (neighbor) 64

No one in the family was injured during the tornado.

Address: 28 Smith Street, Falls Church, VA 22314, Fairfax County

Telephone numbers: (703) 555-1241 (pre-disaster); (703) 555-2345 (cell); (703) 555-

3456 (Jack Smith, neighbor)

Virginia Driver’s License (George): VA T11-55-1155*

Social Security Numbers: Not required to provide services**

Total Income: $2000 per month

The family had no insurance

The Robinson’s recovered very little from their home with the exception of a few

family heirlooms they do not want to lose.

Currently staying at the Red Cross shelter at the Baptist Church on 4th Street

* Even though you may view a driver’s license number—or any other form of identification used to establish identity and which may contain a customer or account number—you may only record the last four digits.

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4 - �

** A social security number is the only widely available identifier which is unique to an individual. A social security number is not normally required, however it may be used when a client has a common name. It is not required to be eligible to receive Red Cross assistance. When you determine it may be needed, see your supervisor for permission to ask for it.

Notes:


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4 - �

Part 2: Preparing a Narrative Statement

Effective ListeningInstructions:

Your instructor will play a brief video segment of George and Edith. Listen carefully as George and

Edith convey to you—the caseworker— their story about “what happened” during the tornado and

since. Record any facts you feel are important to document on the Form 901 in the space provided

below. Also identify how you will respond to the concerns and needs George and Edith identify.

At the completion of the video segment, your instructor will ask you to prepare a brief narrative docu-

menting the Robinson’s story.

Notes:


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4 - �

Part 2: Preparing a Narrative Statement

Recording the Client’s Story Instructions:

Practice writing a brief narrative statement documenting the client’s story to describe “How the Client

Was Affected.” A best practice is to begin a narrative statement with “Client states…”. You may refer to

the notes you recorded during the video.

“Client states…


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4 - �0

Part 3: Providing Assistance (continuation of initial interview)

DRO Information (For the Interviewer Only)Instructions:

During your initial interview with the client, you obtained the information needed to complete the top

part of the Form 901 (the flimsy). You have completed your narrative statement answering the question,

“How the Family Was Affected in the Disaster.” Continue with your interview to complete the remainder

of the Form 901. You must obtain any relevant medical information and what plans the client has made

for recovery so that you can determine what assistance the Robinsons will need. The Red Cross DRO

information you need is provided below.

Red Cross shelter location:

Baptist Church

111 4th Street

Falls Church, VA 22314

Disaster Assessment has confirmed that the house at 28 Smith Street was destroyed

by the tornado.

This address is 4 blocks west and one block north of the service center.

You have head that the shelter may only be open for a few more days.

Notes:

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4 - ��

Part 3: Providing Assistance (continuation of initial interview)

Client Information (For the Client Only) Instructions: As you continue your initial interview with the caseworker, you will need to provide the information below in response to his or her questions. Give the interviewer ample opportunity to ask the questions for which the client—in this case you—might provide the information below. In the event the interviewer becomes “stuck,” you may prompt them with additional pieces of information until they can get back on track.

You must convey all of the information below in order for the caseworker to identify the assistance the Robinsons need and the method(s) by which the Red Cross can best meet them. Please do not ad lib during this portion of the exercise. To the extent possible, remain in character until you have completed

the exercise or until the instructor has brought this portion of the Skills Drill to a close.

The Robinsons express that they are not sure what they are going to do, but will need to find a place to

live. Their house was destroyed. Edith says they have no place to go. They have talked about where they

might begin to look for something they can afford. It won’t be easy starting over.

George lost his glasses and most of his high blood-pressure medication. He has only a one-day supply

left.

Taking the interviewer aside, George expresses concern for his wife, “…I’m worried about Edith

because she cries a lot and is still very upset.”

Notes:


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4 - �2

Part 4 – Follow-up Interview and Assistance

Setting (For the Interviewer and Client): George and Edith Robinson return to the service center to speak with the caseworker. It was announced

at the Baptist Church this morning that the shelter will be closing at 5 PM tomorrow, February 11th. The

Robinsons have found a place to live, however will need additional assistance.


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4 - ��


DRO Information (For the Interviewer Only)Instructions:

During your follow-up interview with the client, determine what plans they have made for their recovery

and what, if any, additional assistance the Red Cross can provide to help with their immediate disaster-

caused needs. The Red Cross DRO information you will need is provided below.

It is now 10:00 AM on February 10, 2006. At the morning staff meeting you were informed that all

shelters will be closed tomorrow by 5:00 PM. Your supervisor has also told you that he would like to

close as many cases as possible today, as the DRO is winding down to a close.

The DRO has made arrangements with a local hotel, not too far from the shelter, to house shelter

residents who require additional time to secure a place to live. The room rates noted below.

The Sleepy Time Motel204 Raintree DriveFalls Church, VA 22314

One double bed $40 per night

Two double beds $50 per night

Cribs are provided upon request

No accommodations for meal preparation

The Robinsons are on your short list of clients with whom you intend to follow-up today.

Notes:

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4 - �4


Client Information (For the Client Only) Instructions:

During your follow-up interview with the caseworker, convey the following information in response to

his or her questions.

George and Edith Robinson return to the service center with a completed Landlord Verification Form.

They have found a small apartment furnished with a stove and refrigerator. They have spoken to the

landlord, John Diekman. He has agreed to hold the apartment until COB today, at which time the Rob-

insons must be able to provide the first month’s rent $300 and a $350 security deposit. The landlord will

accept Red Cross Disbursing Orders as payment however, the apartment will not be available for three

more days (February 13th).

Address: Upin Arms Apartments 321 5th Street #6 Falls Church, VA 22314

Landlord: John Diekman 987 Locker Street Falls Church, VA 22314

Utilities can be transferred at no cost.

Edith says the apartment does not have a washer and dryer.

As the Robinsons were unable to recover significant amounts of personal possessions

from their home, they will need basic furnishings—beds in particular—and pots and

pans.

They will also need help with food and bed linens, once they leave the shelter.

The family has no insurance.

After assistance is provided:

George expresses his appreciation for the Red Cross and all you have done to help his

family.

He thinks once they are in the apartment, they will be okay.

Edith is doing much better, as her focus is now on making a new home for her family.

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Notes:

5Let’s Get StartedSegment

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5 - �Client Casework: Providing Emergency AssistanceParticipant’s Workbook

5 - PB

Objectives

After completing this segment you will be able to —

Explain how to get involved in your local chapter. •

Notes:


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5 - 2 DSCLS202AAugust 2006


5 - 2

Developing an Action Plan

1. How can I apply my skills to support the local chapter?

2. In what areas would I like to become involved?



5 - 2


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5 - 2

Developing an Action Plan

3. What are the next steps I can take to become involved in my local chapter?

4. Who do I contact if I am interested in taking these next steps?

Table of Contents................................................................................


ParticipantResource

A. Sample Disaster Registration and Case File (Form 901) ................................................................ A-1

B. Sample Narrative Statements ........................................................................................................... B-1

C. Sample Client Assistance Authorization (Form 1030) ..................................................................... C-1

D. Sample Disbursing Order (Form 140C) .......................................................................................... D-1

E. Welfare Information Overview ......................................................................................................... E-1

F. Form 901 and CAS Data Entry Quick Finder ................................................................................... F-1

G. Red Cross Values and Guiding Behaviors ....................................................................................... G-1


A - �

ASample Disaster Registration and Case FileParticipantResource ................................................................................

Form 90�: Parts A-C (Flimsies)

* Red Cross does not require clients to disclose a social security number in order to receive Red Cross assistance. Seek approval from your supervisor to ask a client for their social security number.

ParticipantResource ASample Disaster Registration and Case File ................................................................................


A - 2

Form 90�: Part D (bottom portion)

................................................................................Sample Narrative Statements


B

B - �

ParticipantResource

Narrative Sample #15/12/XX met with client in Shelter. Client States 5 family members were at home at the time of the

flood. Their 13 year old son, James woke them when his BR in the basement started flooding. Mr.

Schmidt states they own their 2-story house with 3 BR 2 Bath. The water level in the home stopped at

4’ in the basement and it took 24 hours for the water to recede. The water heater and furnace are housed

in the basement. Due to the cold temperature they are unable to live in the home. Client provided their

insurance (see Release in file) agent (XYZ Company, policy #9-123456, agent’s name: Jane Smith at

111- 555-5555) and this interviewer was able to confirm with their agent that the client does not have

flood insurance. Client has an appointment with contractor at 3 PM today to get an estimate for repairs

to their water heater and furnace. Client will ask Shelter Manager to speak to a caseworker if they need

help with replacement of their water heater or furnace. If client does not recontact ARC within the next

48 hours ARC can close their case. John Doe, CC/SA

Narrative Sample #25/2/xx Client states the family was not home at the time of the fire. The Apartment Manager contacted

them at work to inform them of the fire but they were unable to gain access to their apartment. Man-

ager believes their apartment sustained no damage. They will stay with relatives overnight and hope to

return to their apartment tomorrow afternoon once the FD finishes their clean up and investigation. Bill’s

daughter Jane takes medication every other day and will need to take the medication tomorrow night. I

recommended to Mr. Vela that if the FD has not released the Apartment Building by tomorrow afternoon

that he request permission from the FD Incident Command to go into his apartment and retrieve Jane’s

medications. Client will call us tomorrow if they need ARC’s help with medication or other emergency

needs. Issued comfort kits for all 4 family members. Oscar Doe, CC/SA

5/3/xx Bill called ARC and stated the family was permitted back into the apartment. There was no dam-

age and Jane has access to her medicine. I recommend the case be closed. Cynthia Johnson, CC/SA

Narrative Sample #35/2/xx Client states the family was at home and hid in their basement at the time of the tornado. Their

home sustained no damage; however, they have had no power for 5 days and have been staying with

their parents. On their last visit to the house client noticed all the food in their refrigerator and freezer

has spoiled. Is it something ARC can help with when they returned to their home? Interviewer ex-

B Sample Narrative Statements................................................................................


B - 2

ParticipantResource

plained since their emergency food needs are being met at the shelter by the Red Cross we would be

unable to replace food lost because of power outage only. However provided client with a referral to the

Salvation Army and also 211 to assist them offset their food loss sustained by the disaster. Recommend

case be closed. Jane Doe, CC/SA


C - �

CSample Client Assistance Card AuthorizationParticipantResource ................................................................................Form 1030


D - �

DSample Disbursing OrderParticipantResource ................................................................................

Form 140C


E - �

E Welfare Information Overview................................................................................ParticipantResource

Welfare Information Overview

As mandated by the National Response Plan, Emergency Support Service (ESF) #6 – Mass Care,

Housing, and Human Services (December 2004), there are core “welfare information” and “family

reunification” services that the American Red Cross provides, regardless of the nature or scope of the

disaster. The specific language included in the document states the following:

Disaster Welfare Information (DWI)—

Collects and provides information regarding individuals within the affected

area to immediate family members outside the affected area.

Aids in the reunification of family members within the affected area.

Traditionally, the Red Cross defined its Welfare Information responsibilities in a way that focused on

building and sustaining an inquiry-based system, attempting to respond to high volumes of requests for

welfare information from the general public. The 2005 Hurricane season witnessed a major paradigm

shift in how the Red Cross delivered the majority of Welfare Information services to hurricane

victims–increasingly concentrating on serving individuals and families within the disaster-affected areas.

In fact, the Red Cross employed a variety of means to help people make initial contact with their loved

ones:

Emphasis on preparedness, including the importance of developing a Family

Communications Plan before a disaster strikes

Outreach with cell phones in the Red Cross shelters, supporting the premise that every

DRO worker is a “de facto welfare information agent”

Assistance from the Red Cross Client Casework and Disaster Mental Health teams to

help reunite separated children and parents

Community-based service delivery by Red Cross Health Services in the Gulf Coast that

helped locate “sought persons” to ensure their well-being

Referrals to hospital and nursing home patient locator databases for Louisiana, Texas

and the other Gulf Coast states

Use of national resources like FEMA’s “Family Find National Call Center” and the

National Center for Missing and Exploited Children (http://www.missingkids.com)

Use of voice mail messaging technology such as Contact Loved Ones (CLO)

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E - 2


The Safe and Well Web Site, launched on July 1, 2006, provides a place where people within the dsaster-

affected area can register themselves as “safe and well” and family members can search for this

information about their loved ones.

Helping family members communicate with loved ones after a disaster has been an important service

provided by the American Red Cross for many years. The Red Cross will continue to concentrate its

Welfare Information efforts on serving individuals and families within the disaster-affected areas,

facilitating communication from inside the disaster-affected area to outside the affected area.

The Red Cross Safe and Well Web Site provides a way for those who are affected by a disaster to notify

loved ones of their whereabouts and status. Clients can register themselves in the database by entering

their personal information into a simple-to-use screen:

About Me: First and last name, e-mail address, etc.

Home: Complete pre-disaster address.

Best Contact Information: Temporary residence and contact information

Safe and Well Messages: Select from among a list of standard messages to let family

members know of the status of their well-being and how they can be reached.

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E - �


Concerned family and friends can search for those who have registered themselves using either a pre-di-

saster phone number (home, work or cell) or a pre-disaster address. Anyone can access the Safe and Well

Web Site using the following address:

https://disastersafe.redcross.org/

To be most effective, this Welfare Information notification approach will require that everyone in the

field on a disaster relief operation becomes a “de facto” welfare information agent―encouraging, re-

minding and tangibly helping clients to contact family and friends.


F - �

FForm 901 and CAS Data Entry Quick FinderParticipantResource ................................................................................The Form 901 and Client Assistance System Data Entry Quick Finder on the following two facing pages

compare the data entry boxes on the Disaster Case Registration and Record “flimsy” (pictured at the

top) to the data entry points in the CAS computer database screens (pictured at the bottom). These charts

demonstrate the similarities between the two client records and provide an easy to follow reference tool

when using the CAS to conduct client casework.

Match the letters in the flimsy to the corresponding letters in the computer screens beneath it to deter-

mine where to enter client data.


F - 2

FForm 901 and CAS Data Entry Quick FinderParticipantResource ................................................................................


F - �

FForm 901 and CAS Data Entry Quick FinderParticipantResource ................................................................................


G - �

GRed Cross Values and Guiding BehaviorsParticipantResource ................................................................................


G - 2

GRed Cross Values and Guiding BehaviorsParticipantResource ................................................................................

DSCLS202PWAugust 2006Disaster Services

Ccpea pw-master august-2006

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