Purpose
Communities address the unmet needs of constituents by establishing case management programs.
Why?
Many disaster survivors will struggle if no case management services exist to support them in their recovery efforts.
Disaster Case Management (DCM) programs, as they are often called, are time-limited processes that typically involve the development of a partnership between a case manager and a disaster survivor (often referred to as a “client”). Case managers will work with your community's unique needs to establish an inclusive and well-rounded support system. The case management partnership provides the client with a single point of contact to facilitate access to a broad range of resources. Together, the case manager and the client develop and implement a disaster recovery plan that is unique to the client.
When?
Case management begins during early recovery and often lasts until recovery operations are considered complete. (Days 31 - 120)
Tips
- Private Property: Local governments have legal limitations on their ability to assist individuals and work on private property. Where independent recovery organizations have not been established, communities can partner with nongovernmental and volunteer organizations, or with a local VOAD, to better meet individual needs and address case management requirements.
- Strategic Partners: By partnering with community organizations (United Way, National and Colorado VOAD (NVOAD / COVOAD) organizations, etc) that have been involved over time in the local community and that have in place the capacity to oversee or assume all case management activities, including the staffing of trained volunteers, communities can often establish case management services much faster.
- Communication: Stakeholders must manage the expectations of survivors, businesses, and other impacted entities. Much of this will fall to the case managers who interface directly with community members to highlight recovery ordinances, policies, and regulations that will help but may also slow down their work.
How Does My Community Do This?
This process might include:
- Assessment of the client’s needs that are the result of the disaster. Typically case management is determined using disaster assessment data from impact assessments completed early in the disaster. When such assessments are not completed or available, communities can work with government agencies and community organizations to begin developing a clearer understanding of likely needs.
- Development of a goal-oriented plan that outlines the steps necessary to achieve recovery. This step will also help to develop the community’s recovery goals, register the assistance that is currently being provided, and gauge the community’s capacity to plan for, manage, and implement a coordinated long-term recovery process. See this Disaster Case Management (DCM) Work Plan template for example.
- Organization and coordination of available resources that match the client’s needs including coordinating mass care support (Human Services agencies and nonprofit/voluntary agencies including American Red Cross, Salvation Army, etc.) and those who will be engaged in case management (the provision of mass care is often a precursor for case management support). See this Disaster Case Management Program Request for Proposal (RFP) Template for example.
- Incorporate long-term recovery activities into the Disaster Assistance Center (DAC), activate a local recovery assistance center. Disaster survivors will have many concerns and unanswered questions about how to achieve their recovery. To address those concerns, answer questions, and provide tailored support, communities can provide a ‘one-stop-shop for citizens by:
- Establishing capabilities to serve long-term recovery needs in the DAC (if one exists).
- Set up (or transition DAC long-term recovery activities to) a Recovery Assistance (RA) center.
- Establish a Disaster Recovery Center (DRC) in coordination with DOLA and FEMA. Note that disaster-impacted communities that are geographically close to each other can open a shared Disaster Assistance Center.
- Establish a call center or request assistance from Colorado 2-1-1 to provide call center, information, and referral services. A fixed, in-person facility may be necessary for larger events where community members need to meet with agencies and organizations to obtain information and assistance.
- Monitoring of progress towards recovery plan goals and establishing client tracking capabilities.
- Client advocacy when necessary. Ensure the availability of trained case managers to support a variety of unmet needs which might include (but are not limited to): application for assistance; housing support; employment support; business services; legal services; replacement of personal property (e.g., clothing, furniture); transportation support; medical and behavioral health services; and referral/transition to other public services. Identify resources to meet unmet needs for crisis counseling (victim advocates, behavioral health specialists).
Community Call Out: Loveland, CO
Loveland was among the Colorado cities impacted by major flooding on September 12, 2013. The city activated its Emergency Operations Center that same day to manage many of the response and early recovery needs of community members. An evacuation center was opened one day later, on September 13, to accommodate the displaced. Just two days into the disaster, on September 14th, the community opened a Disaster Assistance Center to begin managing recovery needs. This began with donations management, but very quickly (within hours) expanded to include early recovery functions. Many evacuees had lost their homes, their cars, and all of their possessions, and recovery, therefore, needed to begin immediately.
The DAC, called the Northern Colorado Disaster Assistance Center, was able to open using donated space in the privately-owned and operated Rocky Mountain Center for Innovation and Technology. The facility allowed all supporting agencies to set up operations in a centralized location, which in turn made the task of applying for and accessing recovery support much easier for survivors. This facility remained open in this location until October 4th, during which time Approximately 1,000 flood-affected families accessed assistance for a range of recovery needs including housing, transportation, employment, health, and human services, mental health, insurance, planning and building, document replacement, and extension services. The facility also allowed disaster-impacted families to access the specialized services of local service organizations including the United Way.
After the closing of the centralized facility, access to the services of these organizations continued to be provided through their distinct offices. The Larimer County Long-Term Recovery Group made up of more than 50 nonprofit agencies, government organizations, faith-based groups, and concerned citizens, assumed case management responsibilities on December 3rd of that year. Case managers met with flood survivors one-on-one to assist them in planning and facilitating their recovery, and to serve as survivors’ advocates throughout the recovery process. Survivors were assigned to a Recovery Case Manager who assessed their recovery needs and then worked together with them to identify recovery goals. They helped to connect survivors with community resources, to find funding, and to partner with volunteers. LTRG Recovery Case Managers operated in two distinct facilities located in Loveland and Estes Park, and Recovery Case Managers also conducted site visits to affected communities periodically.