Services as users see them, Emergency Response

Last updated 9 February

This is our team’s current understanding of services in Crisis Response. It will certainly change as we speak to more people and analyse more data.

Services by emergency stage:

1. Mitigation (9)
2. Preparedness (9)
3. Response (17)
4. Recovery (5)

Background information:

• Big drawing of services
• Videos: weekly show and tells
• Blog post introducing this work
• How we name services

Stage one - Mitigation

9 services:

Plan for a flood in your area
Plan for a fire in your area
Plan for a power cut in your area
Plan for severe winter weather in your area
Plan for hot weather in your area
Plan for a terroist attack in your area
Plan for a industrial or chemical accident in your area
Plan for a plane or train crash in your area
Plan for Brexit in your area

Plan for a flood in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• 185 response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for a fire in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• 1740 response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for a power cut in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups

• local charities Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• 177 response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for severe winter weather in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• 15 response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for hot weather in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• Negligible response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for a terroist attack in your area

Tasks for service users:

we don’t know yet

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• 1 response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for a industrial or chemical accident in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• Negligible response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for a plane or train crash in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups
• local charities

Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• Negligible response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Plan for Brexit in your area

Steps involves:

1. Attend regular local resilience forum meetings
2. Attend voluntary sub-sector groups
3. Update risk registers
4. Update emergency plans
5. Meetings with council planning teams
6. Emergency practice exercises

Who’s involved:

• Regional Red Cross ER staff
• Local resilience forums
• local community groups

• local charities Stats:

• We sit on 37 out of 53 local planning groups (LRFs/EPGs/RRGs).
• Unknown response requests, Q4-2018 to Q3-2020 (Crisis Response Contact Centre)

Stage two - Preparedness

9 services:

Prepare for a flood
Prepare for a fire
Prepare for a power cut
Prepare for severe winter weather
Prepare for hot weather
What to do in a terrorist attack
Learn to run an emergency centre
Learn to speak with people affected by emergencies
Learn to support frontline teams through traumatic emergencies

Prepare for a flood

Tasks for service users:

1. Understand flood risk where you live
2. Find out when flooding is likely
3. Find when to evacuate
4. Prepare a grab bag
5. Prepare your home to be flooded

Steps involves:

• Online content and services on government websites
• Content on redcross.org.uk
• Emergency App

Who’s involved:

• Environment Agency (England)
• Scottish Environment Protection Agency
• Natural Resources Wales
• Department for Infrastructure (Northern Ireland)
• Local resilience forums
• National Flood Forum
• Social media team, Red Cross
• Content team, Red Cross

Software systems, Red Cross are used:

• Emergency App
• Page on redcross.org.uk

Stats (to be confirmed):

• 9,599 recent service users (9,300 web, 299 App) (2017-2020, Google Analytics)
• 65% bounce rate
• 2.4 million properties at risk of flood - Environment Agency, 2009

Prepare for a fire

Tasks for service users:

1. Prevent fires
2. Learn how fires work
3. Plan a exit out the building
4. Install fire alarms and extinguishers
5. Prepare a grab bag

Steps involves:

• Open days by local fire service
• Safety campaigns by local fire services
• Content on local fire service websites, like in S Yorkshire
• Content on Emergency app and several fire services websites.

Who’s involved:

• Fire service
• American Red Cross example
• Social media team, Red Cross
• Content team, Red Cross

Software systems, Red Cross involved:

• redcross.org.uk
• Emergency App

Stats (to be confirmed):

• 291 recent service users - (2017-2020, Emergency App Google Analytics)
• 169,175 potential service users per year - Home Office, 2017-2020

Prepare for a power cut

Tasks for service users:

1. Get supplies
2. Learn what to do in first few hours
3. Find out when power will come back on
4. Get assurance and human contact

Steps involves:

• Content on power companies’ websites
• Emergency App

Who’s involved:

• Power companies
• Local council
• Local resilience forums
• Priority Services Register
• BRC social media team
• Content team, Red Cross

Software systems, Red Cross are used:

• Emergency App

Stats (to be confirmed):

• 287 recent service users - (2017-2020, Emergency App Google Analytics)
• 0 potential service users - source

Prepare for severe winter weather

Tasks for service users:

1. Get supplies
2. Get warning about severe could weather is likely
3. Get updates about weather
4. Make a plan with people nearby

Steps involves:

Content on * Emergency App and this page on redcross.org.uk. Some content on Red Cross training site. Signing up for weather warnings from Met Office. Public awareness campaigns by education team.

Who’s involved:

• Local council
• Local resilience forums
• Met Office
• Social media team, Red Cross
• Content team, Red Cross
• education team, Red Cross

Software systems, Red Cross are used:

• Emergency App
• redcross.org.uk

Stats (to be confirmed):

• 256 recent service users - (2017-2020, Emergency App Google Analytics)
• 0 potential service users - source

Prepare for hot weather

Tasks for service users:

1. We don’t know yet

Steps involves:

• Content on NHS.UK
• Emergency App
• Example from American Red Cross

Who’s involved:

• Emergency App
• Local council
• Local resilience forums
• Risk registers
• Water companies
• Social media team, Red Cross
• Content team, Red Cross

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

What to do in a terrorist attack

Tasks for service users:

1. Spot potential terrorist behaviour
2. Stay safe during a attack
3. Contact emergency services
4. Find missing loved ones
5. Get emotional support

Steps involves:

• Police social meda teams
• Government public awareness campaigns
• GOV.UK content
• Emergency app
• Page on redcross.org.uk

Who’s involved

• GOV.UK content
• Police advice
• 999 - 55
• What three words

Software systems, Red Cross are used:

• Emergency app
• redcross.org.uk

Stats (to be confirmed):

• 26,160 recent service users (25,537 web, 623 App) (2017-2020, Google Analytics)
• 0 potential service users - source

Learn to run an emergency centre

Learn to:

1. Choose a space to use
2. Assess people’s needs
3. Understand what partner services are needed
4. Set the space for people to use
5. Register people
6. Direct people to other services
7. Speak with distressed people
8. Work with building owners
9. Deal with the media
10. Deal with local people wanting to help
11. Deal with donations

Steps involves:

• Council emergency planning exercises, which ER staff take part in
• Training local organisations, run by regional ER staff

Who’s involved:

• Red Cross training
• Local council
• Emergency Planning College](https://www.epcresilience.com/)

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Learn to speak with people affected by emergencies

Tasks for service users:

• We don’t know yet - speak to psychosocial team

Steps involves:

• CALMER training run Psychosocial teams

Who’s involed:

• Psychosocial team, Red Cross
• Local councils
• Insurance companies

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Learn to support frontline teams through traumatic emergencies

To be confirmed

Stage three - Response

18 services:

Support with living costs in an emergency
Find somewhere to sleep tonight
Get emergency clothes
Get emergency toiletries
Get emergency food
Get medication delivered
Transport and rehouse pets
Get supplies for a power cut
Request support at a domestic fire
Deliver supplies in a power cut
Request welfare checks in a power cut
Request support at a modern slavery operations
Request support at a terrorist attack
Request emotional support for frontline teams
Find missing family after a terror-attack
Run an emergency centre
Volunteer to help in an emergency
Donate goods to an emergency

Support with living costs in an emergency

Tasks for service users:

1. Explain your situation
2. Understand why you will or won’t get financial support
3. Understand when and how much money you get
4. Learn how you will recieve money
5. Check when and how much you get
6. Recieve money
7. Learn about other financial support

Steps involves:

• People calling Coronavirus Support Line
• Peopel referred by local partners to Hardship Fund - can take seven days to arrive
• Cash Crisis Cards activated and given out in person
• Refugee financial assistance

Whos involved:

• Emergency response volunteers
• Hardship Fund referral partners
• Crisis Response Contact Centre
• [Citizens Advice]
• Turn 2 Us

Software systems, Red Cross are used:

• Bankable

Stats (to be confirmed):

• 447 Cash based assistance users - source
• 3516 HUGG voucher users - source

Find somewhere to sleep tonight

Tasks for service users:

1. Check with family and friends
2. Check your home insurance
3. Check with council to provide
4. Check with landlord
5. Find way to travel
6. Prove your identity

Steps involves:

1. Fire services calling CRCC
2. Volunteers in person helping people contact council housing teams, home insurers, landlords and hotels
3. Volunteers telling people about their accomendation rights
4. Cash cards for people to pay for hotel rooms

Who’s involved:

• Crisis Response Contact Centre
• Emergency response volunteers
• Local council
• Insurance company

Software systems, Red Cross are used:

• Volunteers’ personal phones
• Vehcile phone

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Get emergency clothes

Tasks for service users:

To be confirm

Steps involves:

To be confirmeed

Who’s involved:

• Crisis Response Contact Centre
• Emergency response volunteers

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 3045 cloth items given - (2017-2020, BRM)
• 0 potential service users - source

Get emergency toiletries

Tasks for service users:

To be confirm

Steps involves:

To be confirmeed

Who’s involved:

• Crisis Response Contact Centre
• Emergency response volunteers

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 2648 recent service users - (2017-2020, BRM)
• 0 potential service users - source

Get emergency food

Tasks for service users:

1. Understand options for getting food
2. Give details about diet
3. Give delivery details
4. Get confirmation about delivery
5. Check delivery details
6. Get food delivered

Steps involves:

• Delivering food parcels people call up for
• Do shopping for people and deliver it to their house
• Direct people to local foodbanks
• Huggg vouchers people can use in supermarkets
• Volunteers coming to Thomas’ garden for Tesco cash cards

Whos involved:

• Local councils
• Food banks
• Coronavirus Support Line
• Tactical cells
• Person centred shopping scheme (funded by service user)
• BRC Emergency food intervention (Food parcels, Huggg vouchers)
• Hardship Fund team
• Food packing
• Food logistics / delivery

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 79178 (88% in 2020) service users - (2017-2020, BRM)
• 0 potential service users - source

Get medication delivered

Tasks for service users:

1. Give medication details
2. Give pharmacy details
3. Give delivery details
4. Get confirmation about delivery
5. Check delivery details
6. Get medication delivered

Steps involves:

1. Someone who needs medication delivered, calls up Coronavirus Support Line
2. Details gets passed onto regional ER team
3. Volunteers picks up medication from pharmacy, showing their ID
4. Volunteer drives to address to deliver medication

Whos involved:

• Coronavirus Support Line
• Tactical cells
• Pharmacies
• NHS Prescription
• Private, free delivery services like Echo

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 475 (2020) recent service users - (2017-2020, BRM)
• 0 potential service users - source

Transport and rehouse pets

To be confirmed

Get supplies for a power cut

To be confirmed

Tasks involve:

1. Become aware of urgent needs
2. Contact the Red Cross
3. Give details about people in need
4. Check what volunteers are available
5. Send emergency details to volunteers
6. Update fire service about next steps
7. Travel to location
8. Listen, give time and show humanity
9. Assess people’s needs
10. Help people plan their next steps

Steps involves:

• Memorandum of Understanding between fire services and BRC
• Fire services call up CRCC
• Vehciles full of supplies like food, clothes, hygiene products, cash cards
• Volunteers drive out to where people affected by fire

Who is involved:

• Fire service
• Crisis Response Contact Centre
• Emergency response volunteers
• Cash Crisis Cards

Software systems, Red Cross are used:

• volunteer rotas on SharePoint
• New rota system (DRIM)

Stats (to be confirmed):

• 8,234 recent service users - (2017-2020, BRM)(https://britishredcrosssociety.github.io/mapping-services-crisis-response/)
• 0 potential service users - source

Deliver supplies in a power cut

Taks involved:

1. Become aware people without power for multiple hours
2. Contact the Red Cross
3. Give details about people in need
4. Check what volunteers are available
5. Send emergency details to volunteers
6. Update fire service about next steps
7. Travel to location
8. Deliver winter supply bags
9. Listen, give time and show humanity
10. Assess people’s any urgent needs
11. Help people plan their next steps

Steps involves:

• Memorandum of Understanding between utility companies and BRC
• Fire services call up CRCC
• Vehciles full of supplies like food, clothes, hygiene products, cash cards
• Volunteers drive out to where people affected by power cut
• Volunteers knocking on doors and handing out supplies

Whos involved:

• Utility companies
• Crisis Response Contact Centre
• Emergency response volunteers
• Priority Services Register

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 2,219 recent service users - (2017-2020, BRM)(https://britishredcrosssociety.github.io/mapping-services-crisis-response/)
• 0 potential service users - source

Request welfare checks in a powercut

To be confirmed

Request support at a modern slavery operations

Tasks for service users:

• we don’t know yet - will speak to teams who’ve responded to this

Steps involves:

• Police contacting regional ER teams ahead of time
• Planning with police days and weeks beforehand
• AHT teams giving advice to government agencies

Whos involved:

• Police
• Border Force
• Anti-human trafficking team, Red Cross
• Emergency response volunteers

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 579 recent service users - (2017-2020, BRM)(https://britishredcrosssociety.github.io/mapping-services-crisis-response/)
• 0 potential service users - source

Request support at a terrorist attack

Tasks for service users:

we don’t know yet - will speak to teams who’ve responded to a terror attack

Steps involves:

we don’t know yet - will speak to teams who’ve responded to a terror attack

Whos involved:

• Police
• Local council
• Crisis Response Contact Centre
• Emergency response volunteers
• UK Solidarity Fund

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 727 recent service users - (2017-2020)(https://britishredcrosssociety.github.io/mapping-services-crisis-response/)
• 0 potential service users - source

Request emotional support for frontline teams

To be confirmed

Find missing family after a terror attack

Tasks for service users:

we don’t know yet - will speak to teams who’ve responded to a terror attack

Steps involves:

we don’t know yet - will speak to teams who’ve responded to a terror attack

Whos involved:

• Police
• Local council
• Crisis Response Contact Centre
• Emergency response volunteers
• First Aid Nursing Yeomanry

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Run an emergency centre

Tasks for service users:

1. Choose a space to use
2. Assess people’s needs
3. Understand what partner services are needed
4. Set the space for people to use
5. Register people
6. Direct people to other services
7. Speak with distressed people
8. Work with building owners
9. Deal with the media
10. Deal with local people wanting to help
11. Deal with donations

How is this service delivered:

• Council workers and ER volunteers open and set up a civic building for people affected to come to

Whos involved:

• Local council
• Emergency response volunteers
• Crisis Response Contact Centre
• Community groups

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Volunteer to help in an emergency

Tasks involved

1. Give your contact details
2. Find out there is a nearby emergency
3. Get briefed about your shift
4. Get confirmation about shift details
5. Travel to emergency location
6. Meet people on your shift
7. Get briefed in person
8. Do your shift
9. Get de-briefed
10. Travel home
11. Claim back expenses
12. Give feedback about shift experiene

Steps involves:

People sign up online and get message if and when an emergency happens near them. They decide to respond or not (90% not)

Who’s involved:

• Community Reserse Volunteers
• Local councils
• Food banks

Software systems, Red Cross are used:

• CRV website
• ISAAR - mobilisation and deployment tool

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Donate goods to an emergency

Tasks for service users:

• find out more about different size and types of goods donated

Steps involves:

• Crisis Response team contact partners to donate goods
• Local people bring items to an emergency centre

Who’s involved:

• Red Cross business partnership
• Supermarkets
• Consumer goods companies
• Amazon
• B&Q

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Stage four - Recovery

5 services:

Speak to someone if you’re feeling alone or distressed
Find somewhere safe to live long term
Replace damaged furniture
Repair your home after a flood or fire
Get money advice

Speak to someone if you’re feeling alone or distressed

Tasks for service users:

1. Choose how you want to speak to someone
2. Speak to someone
3. Find specialist services

Steps involves:

To be confirm by interviewing teams

Whos involved:

• Coronavirus Support Line
• Samaritans
• Domestic abuse charities
• Signposting tool

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Finding somewhere safe to live long term

Tasks for service users:

1. Learn about your housing rights
2. Contact your conncil, insurer or landlord
3. Explain your situation
4. Understand your housing options
5. Choose a housing option
6. Get confirmation about

Steps involves:

To be confirm by interviewing teams

Whos involved:

• Local council
• Emergency response volunteers
• Insurance company
• Landlords
• Hotels

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source

Replace damaged furniture

To be confirmed

Repair your home after a flood or fire

Tasks for service users:

1. Wait for flood water to drain away
2. Throw away damaged things
3. Clean house
4. Make home insurance claim
5. Get quotes for repairs
6. Choose contractors
7. Project manage repairs
8. Renew home insurance

Steps involves:

To be confirm by interviewing teams

Who’s involved:

• local donations of cleaning materials
• emergency centres
• local council
• home insurance companies
• building contractors

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 
  209,100</br> fire insurance claims in UK, 2017 (Morgan Clark)[https://www.morganclark.co.uk/about-us/blog/uk-home-insurance-claim-statistics/#:~:text=In%202017%20there%20were%201.23,(a%20147%25%20drop)]

• 
  369,000</br> fire insurance claims in UK, 2017 (Morgan Clark)[https://www.morganclark.co.uk/about-us/blog/uk-home-insurance-claim-statistics/#:~:text=In%202017%20there%20were%201.23,(a%20147%25%20drop)]

• 0 recent service users - source
• 0 potential service users - source

Get money advice

Tasks for service users:

• We don’t know yet - speak to support line volunteers to learn more

Steps involves:

To be confirm by interviewing teams

Whos involved:

• Coronavirus Support Line
• Signposting tool
• Citizens Advice
• Money Advice Service
• Turn 2 Us

Software systems, Red Cross are used:

To be confirmed

Stats (to be confirmed):

• 0 recent service users - source
• 0 potential service users - source