Thank you for your willingness to volunteer!

Thank you for being friendly, helpful and compassionate to callers.  They, like us, are interested in helping the many survivors and our part is answering these calls.

Remember to talk with a smile, even if the caller is frustrated, and THANK them for wanting to help others in need!

Volunteer Operator Job Description

The Volunteer Operator serves an important role with the Hotline and is a representative of the state, the office of the Governor and often times in contact with people from across the nation.  The public depends on the Hotline to help them get information about volunteering and donating.  Hurricane survivors depend on the Hotline to help channel resources to their communities - their family, friends and neighbors. 

Skills Needed:  level head, mature attitude and outlook, friendly, good phone skills, confidence, problem-solver.  Some callers are very persistent, so patience and a good attitude are required at all times.

What is the FLORIDA VOLUNTEER AND DONATION HOTLINE?

Every disaster is unique.  And your role is to help guide the caller in donating or volunteering wisely and effectively.  Often times, you can direct them to organizations in their local communities.  Disaster relief begins at the local level and our role is to support that effort. 

WE ARE:  

• Referral source for people looking to volunteer through

• Volunteer centers

• Organizations involved in disasters

• Referral source for people looking to donate to

• Organizations involved in disasters

• Matching center for large quantity items and in-demand items through the Florida Donations Portal.

• Education and Information Source for

• Donating wisely (clothes- only if needed, the right foods, etc…)

• Volunteering wisely and safely (entering the impacted area at the right time)
• LIMITED information provider for contractors/work for hire

WE ARE NOT...

• Recruiting, training and/or placing volunteers during disasters

• Instead, we suggest organizations and volunteer centers the caller may contact to get connected.

WE ARE NOT...

•    Physically accepting donations

• Instead, we connect the donor with an organization in need.

WE ARE NOT...

•    Providing information on evacuation, shelter, highway or road status

• Instead, we refer callers to the Florida Emergency Information Line (FEIL) at 1-800-342-3557. (This call center is on the other side of the room.  Ask if you are not sure if this phone number is active)

Where do I find answers to all the questions?

• On the Tipsheet.
• Information posted is updated regularly during times of disaster and Breaking News will be posted at the top of the Tipsheet.  If you find information that is not accurate, please let the Call Center Manager know.
• Do not guess at the answers, feel free to ask the caller to hold, while you seek the information, or ask for assistance.    

The core message is:

C ash - Financial gifts get help to people fast.

A sk before collecting items that may not be needed.

R espond by helping a local relief agency.

E veryone can help. Go to a local volunteer center. If they are not affiliated with a disaster response agency, then the caller should be directed to a volunteer center or a volunteer reception center (VRC).

CASH:  Some callers want to give cash. Our role is to offer suggestions of the various disaster relief organizations and then guide them to the organization of their choice.  If they do not have a preference, then you may suggest the Florida Disaster Recovery Fund.   

ASK: Financial contributions are best, because they allow relief organizations to address specific needs most quickly.  Yet, not everyone can help financially. This link will provide you information on specific items needed or generally needed items during times of disaster so the caller can donate goods instead of cash.

RESPOND:  There are many different ways one can help during a disaster, whether by volunteering or through donations.  This link will provide a listing of disaster response organizations should the caller be interested in helping a specific organization.

EVERYONE:  Many disaster response organizations, including the Salvation Army and the American Red Cross, do not generally take untrained/spontaneous volunteers while actively engaged in a disaster response effort.  This is why it is very important to educate the callers about the role they can play if they are connected to a disaster response voluntary organization before a disaster occurs.  If they are not affiliated with a disaster response agency, then the volunteer should be directed to a volunteer center or a volunteer reception center (VRC).  Please check with the Call Center Manager and the Volunteer section on the Tipsheet for up to date information on volunteer reception centers.

Last, but not Least!

Before you log into the telephone system, be sure to review the Tipsheet!

While serving on the hotline, please remember that you are representing the Governor’s Office and the State of Florida.  Thank you for refraining from sharing your personal opinions and views.

We really appreciate your willingness to serve those impacted by the storms by serving as a volunteer call center operator.  Your gift of time is really making a difference.  Thank you!