2017 Volunteer Information Packet

Transcription

1 2017 Volunteer Information Packet Welcome! We are so very happy that you are joining us on Thursday, October 12, 2017 to provide for the needs of our city s poor and underserved citizens. This packet contains everything you will need to know concerning your guest at the event. We cannot thank you enough for volunteering at Project Homeless Connect. This event represents the culmination of a year of planning, and it brings together the efforts of hundreds of Baltimore-area and Maryland organizations and thousands of individuals. We hope this year s event will again be a great success, and we could not do it without you. Thank you, and welcome to Baltimore City s Sixth Annual Project Homeless Connect! Don t Forget to Register If you have not done so already, please register to volunteer by visiting us online at: Note Regarding the Mission of Mercy Dental and Vision Clinic Dental and vision services have been extremely popular over the years, with several hundred people coming just for dental care. Project Homeless Connect will feature a two-day Mission of Mercy dental clinic, which will run on Thursday, October 12 and Friday, October 13, 2017 also at the Baltimore Convention Center. The Mission of Mercy will essentially be an entirely separate event, and dental and vision services will not be offered at PHC. The two events have separate entrances and intake processes, and they are adjacent to each other in the East Wing of the Convention Center. As a volunteer for Project Homeless Connect, you will not need to know the details of the Mission of Mercy dental and vision clinic. If your guest is seeking dental services, please refer them to the Mission of Mercy. This year s PHC is on Thursday so that you can tell your guest that they can visit the clinic the next day (Friday, October 13, 2017).

2 When The event will be held on Thursday, October 12, The day for volunteers is divided into staggered shifts, and you are more than welcome to volunteer for more than one shift or for the entire day: 9:00 am 1:00 pm 10:00 am 2:00 pm 11:00 am 3:00 pm 12:00 am 4:00 pm Volunteers are also needed for: Set-up: Wednesday 10:00 am 2:00 pm; 2:00 pm 6:00 pm Takedown: Thursday 4:00pm 7:00pm and Friday 10:00 am 2:00 pm; 2:00pm 6:00pm Questions: us at: 2

3 Location This event will be held in the Baltimore Convention Center. There are two main Baltimore Convention Center buildings, and the event will be held in the West Building closest to the Inner Harbor. The Baltimore Convention Center is located at: 1 W. Pratt Street, Baltimore, MD BALTIMORE CONVENTION CENTER What to Bring: Please bring your cell phone, and please make sure it is fully charged. Some of the event details will be communicated via cell phone during the event. Please do NOT bring any bags or purses: there is no space to store these items at the event, and we do not want to create the risk that your belongings might be lost or stolen. Unattended bags at the Convention Center are also security risks, and they may be removed by Convention Center security. Please do not bring anything with you that you cannot carry on your person at all times. What to Wear: Dress comfortably. Please wear a t-shirt, closed-toed shoes, and either jeans or shorts, preferably with pockets. Please do not wear any expensive watches or jewelry. You will be putting your Project Homeless Connect t-shirt on over the clothes that you are wearing. 3

4 Project Homeless Connect Volunteer Packet Public Transportation Charm City Circulator: The Convention Center is accessible via the Orange, Purple, and Banner Routes. More information on these bus routes is available at: Public Transit: The Convention Center is accessible via public bus. The MTA Trip Planner can provide you with detailed instructions for what bus or combination of buses to take: Light Rail: The Convention Center is convenient to the Light Rail stop Convention Center. More information is available at: Parking PLEASE CARPOOL OR CONSIDER TAKING PUBLIC TRANSPORTATION! We have considerably fewer parking spaces as compared to previous years. If you choose to drive, please take your car to the stadium parking. In the event that the stadium lots fill up, the United Way team member at the stadium lot entrance will direct you to park in the Horseshoe Casino parking garage. Stadium Parking - Parking is available free of charge in Lot C of the Stadium System. Lot C is located between the M&T Bank Stadium and Camden Yards. A free shuttle will be running to and from the parking lots all day, arriving and departing approximately every 20 minutes. Directions to Lot C: 4

5 From the North and South Exit 53 from I-95 and take the first exit on the right (Russell Street). Make a Right at the stoplight (onto Lee Street/ Ripken Way); then a Right into the entrance of Lot C. From Downtown Take Howard Street South; make a right turn at Conway Street (near Camden Warehouse). Proceed down the service road to the entrance to Lot C. Horseshoe Casino Parking If you are re-directed from the stadium parking lot because the lot is full, please follow these instructions to get to the Horseshoe Casino: 1) Head north on Russell Street 2) Turn left on West West Street 3) Turn left on Ridgely Street 4) Turn left on Street St. (yes, Street St.) 5) Turn left on Baltimore-Washington Pkwy/Russell Street The Horseshoe Casino is located at 1525 Russell Street Baltimore MD Parking is free, and a shuttle will run to and from the Horseshoe Casino beginning once the stadium lot becomes full. Wheelchair Parking If you or your passenger are confined to a wheelchair, please park in the Sheraton Hotel, and please bring your entry ticket to the information table at Project Homeless Connect, where a team member will provide you with the information needed to get out of the garage at no charge to you. The Sheraton Hotel is located at 300 S. Charles St., Baltimore, MD 21201, and the garage entrance is off of Conway Street. Arrival Instructions Step 1: Come Inside: The Volunteer Entrance is off of Charles Street between Pratt St. and Conway on the eastern side of the Convention Center. 5

6 Step 2: Check In: At the check-in table, you will sign a liability waiver and give us your emergency contact information. You can print and fill out this liability waiver in advance of the event. This form is available on our website at After you check in, you will receive you volunteer t-shirt. Please put on your event t-shirt and proceed to the dining area, where you will be welcomed by a team member and dispatched to be paired with a guest or assigned to an area. Volunteer Roles Your role as a volunteer could be one of several positions: guest advocate, set-up/ take-down, or other tasks that you will be assigned to on the day of the event. Please be flexible with the roles you will take during PHC. You should be prepared to take on different tasks should there be a need for your help in another area of the event. Guest Advocates: If you are assigned as a guest advocate you will be paired with a homeless guest. The guest advocates will accompany the guests throughout the day, help them navigate the event and access services, and share the experience of the day with them. If you are volunteering for one of the early shifts, you may be paired with a guest before the services begin at 10:00 am. This will enable you to get to know your guest and review their desired services before the event begins. The kickoff ceremony begins at around 9:45 am. Children: If your guest has young children with them, please offer them the option of bringing their children to our childcare area. Licensed childcare professionals will look after the children while your guest seeks out services. 6

7 Forms: Your guest will have a set of forms that they will have filled out while waiting in line: (1) an intake form; (2) a liability waiver; (3) a desired-services questionnaire; (4) an appointments log; and (5) an exit survey. These documents are included in this packet. Once you have been paired with a guest, please take a moment to review their desired-services questionnaire with them to get a sense of what services they are seeking at the event. Each document is described in detail below. Forms and Paperwork Intake Form: This form asks basic information that will help you throughout the day, such as the guest s name and date of birth. Some of the information requested is confidential, such as the guest s Social Security Number. If the guest declines to answer any questions, please simply skip the question. If the guest is part of a group, such as a family, one guest advocate will be assigned for each adult that is 18 years of age or older. Because children may accompany a group, please only list the children on one of their group s intake forms so that they are counted accurately. Liability Waiver: The guest is required to sign the liability waiver before entering the event. Please make sure that your guest drops off this form at the pairing tables before you enter the event. Desired-Services Questionnaire: This form asks the guest what services they would like to receive for the day. By completing the questionnaire, they will have created an itinerary for the day. Please note that some services that are being offered are not listed on this questionnaire, such as the art project at the end of the event or some of the special interest services in the Population-Specialized Services area. Please go by and visit these areas even though they are not listed on the questionnaire if you have time. 7

8 Appointments Log: Your guest may schedule follow-up appointments with service providers for after event day. Please keep a record of these appointments as they are made. Make sure your guest takes this appointments log with them as they leave the event. This is the only form that guests will take with them. Exit Survey: This form should be filled out by the guest. Should the guests ask for help filling out the form, you are welcome to do so. This survey is anonymous, and it asks for feedback on the event and the guest s experience during the day. Before Entering the Event with your Guest: Please ask how long the guest is able to stay at the event. You should also discuss with your guest what service they would like to seek out first. You should defer to the priorities of your guest when deciding the order in which you will access services. Suggested Order of Services: In general, you should defer to the needs and priorities of your guest. These are a few special cases that you might want to consider suggesting to your guest: 1) Veterans: If your guest has served in the US armed forces, please go to the veterans services tables in the Population-Specialized Services area. 2) Housing: If your guest is staying in a shelter, they will need to leave by 1:00pm in order to ensure a space in the shelter for the night. Please assist guests with prioritizing their needs to ensure they will get on the bus returning to their shelter. 3) ID: If your guest is seeking an ID, such as a birth certificate, Social Security Card, or photo ID, please go to the ID and Benefits area. If there is a long line, please continue to visit this area with priority throughout the day. If a Service is Unavailable: While we try to offer a comprehensive array of services at Project Homeless Connect, there may be some needs faced by your guest that cannot be met at the event. In this case, please come to the information table to confer with our 211MD United Way Helpline. 211 will be able to search their database of thousands of providers to find a provider that meets your guests needs, and they will provide your guest with information on how to contact the service provider after the event. 8

9 Passport System: Again this year, we are implementing what we are calling a passport system. As you and your guest move from service to service, the service provider will stamp your guest s intake form. Your guest needs to have seen at least 5 service providers before they can enter the giveaways line. This system acts as an incentive for guests to access a variety of services, and it prevents people from coming into the event just to get freebies. This system also steers traffic to some of the providers that are not as high profile as services like photo ID or haircuts. Please make sure that each provider stamps your guest s form as you visit them. When Your Guest is Ready to Leave: When your guest is ready to leave, you should accompany him or her to the Giveaways area. Please note, guests staying in shelters will not be allowed to take food items into their shelters. Please stay with your guest until he or she is ready to walk out the door. If your guest checked in any of their bags into the bag check area, please go with them to retrieve their bags. The last thing you should ask him or her to do is fill out the Exit Survey. Your guest is welcome to refuse to fill out the survey, but please encourage him or her to fill it out. Also, please ask your guest to fill out this survey before entering the Giveaways area. After the survey is complete, you should say goodbye and part ways with your guest. Please then return to the Volunteer Lounge, turn in your pen and clipboard, and return to the check-in table for your next assignment. *If you shift ends before your guest is ready to leave, please return with your guest to the pairing tables about 30 minutes before you need to leave so that he or she can be re-paired with another guest advocate. You and the new guest advocate will work together for those 30 minutes with your guest. This warm handoff approach ensures that the new guest advocate will be brought up to speed with the guest s needs and priorities and help them to get familiar with the guest and establish a rapport before you leave. In Case of Emergencies In the unlikely event of an emergency, please stay calm and await instructions over the PA system. Contact a team member in a red shirt if you need help. Team members wearing red shirts are specifically designated emergency personnel. Please rest assured that there are several clearly marked emergency exits, and the entire event has been designed with safety in mind. Mental Health Situations Some guests may face mental health challenges. Should a guest experience a mental health episode or if someone appears to be in crisis, please look for a team member wearing a green shirt: team members in green shirts are trained mental health professionals. If a team member in a green shirt is unavailable, please look for a team member wearing a red shirt instead. 9

10 Critical Incidents A critical incident is a situation that, while not a mass emergency, needs to be addressed immediately by the proper authorities. Critical incidents include things like: a crime in progress; an intoxicated guest or volunteer; an instance of sexual harassment; a missing person; a hostile or violent encounter; a mental health episode or crisis; etc. Should you witness or experience a critical incident, do not attempt to resolve the situation yourself. Please contact the nearest team member wearing a red shirt. Team members in red shirts are posted at the welcome table for every service area as well as at the information desk. Remember: if you see something, say something. Safety is our number one priority at this event. T- Shirt Color Designations 10

11 Tips for a Successful Experience: 1) Be Respectful: Ask the guest how he or she would like to be called (either by their first name, nickname, or Mr. or Mrs.. Be polite and welcoming. Respect your guest s privacy. If your guest is led to a privacy room or a private area, please wait for them do not accompany them unless you are asked. You may become aware of sensitive information over the course of the day. Do not share your guest s personal information with anyone outside of the event. 2) Be Flexible: Your role may change throughout the day. Should you complete a task or should your guest conclude their visit to the event, please return to the volunteer lounge to receive your next task. 3) Ask for Help if You Need It: The information desk is centrally located in the Convention Center, and many event team members wearing purple shirts are scattered throughout the event. We are here to help. 4) Don t Try to Access Services as a Volunteer: Please do not take freebies and giveaways that are meant for guests. Please do not try to take advantage of services, such as trying to renew your driver s license. These services are in short supply and were meant for guests experiencing homelessness. 5) Network with Service Providers for Future Volunteer Opportunities: Project Homeless Connect provides you with a snapshot of most of the service providers in the Baltimore area. If you come across a service provider that you would like to work with in the future, please feel free to share your contact information. Staying Safe Do not share your contact information with guests. Do not plan to meet the guest on a future occasion, and do not provide him or her with details that may lead to you, such as where you work or live. At a recent Project Homeless Connect event, one senior volunteer gave her phone number to her guest, and they contact her after the event asking for money. This exchanged evolved into a months-long scam. It is now our official event policy that volunteers may not share their contact information with guests. If your guest asks for your information, you may say that Project Homeless Connect policy prevents you from giving out your contact information. Do not give money or other items to guests. The services offered at the event are comprehensive, and all services are free. There is no reason that money or valuables should change hands at the event. Do not leave valuables out in the open. Do not leave your cell phone unattended. Do not loan your cell phone to guests and/or other volunteers. Do not bring backpacks or purses, and do not wear expensive jewelry. 11

12 Text Messaging System We have designed two new text -messaging systems that we are continuing this year to help improve the volunteer experience: Text Alerts Now, or when you arrive at the event, you can text phcalerts (one word, no caps) to to enroll in the text alerts system. Once enrolled, you will receive important event information, such as the opening and closing of dining services or the closing of day care. You will also receive emergency alerts, such as an alert concerning a missing child. Enrollment is encouraged, but not required. Please rest assured that you will be un-enrolled in the text alerts system at the conclusion of the event. Text Question and Answer System You can now text questions to the information table instead of getting out of line. The number to text your questions to is ASK-PHC ( ). Please be patient after texting your question: it may take a few minutes for our team to reply to your text, and there may be many questions ahead of yours in the queue. Video and Photography Teams If you or your organization would like to have someone designated to take photo or video at the event, you must receive prior approval to do so. Requests for photo and video permission must be received no later than Monday, October 9, 2017 to be considered. Please your request to the Project Manager, Aparna Nagaraju, at Aparna.nagaraju@uwcm.org 12

13 PHC 2017 Event Map 13