ID
9-509-1217
Name
Donations Call Center Supervisor
Status
Published
Version
1.3
Updated
12/3/2019 11:24:34 AM
Original Release
11/07/2017
Last Major Release
12/03/2019
Resource Category
Mass Care Services
Primary Core Capability
Mass Care Services
Secondary Core Capability
 
Resource Kind
Personnel
Overall Function
The Donations Call Center Supervisor coordinates and manages a phone bank or call center
Single resource
In conjunction with a NIMS typed team
NIMS Typed Team
 
In conjunction with a NIMS typed unit
NIMS Typed Unit
 
Description Notes
Not Specified
Supporting Core Capabilities
None
Types
Type Description
Type 1Same as Type 2, PLUS: 1. Coordinates and manages a state or regional phone bank or call center 2. Manages call center operations, including coordinating call center volunteers, recruiting call-takers, developing scripts, troubleshooting, and managing phone operators and equipment 3. Ensures logistical support, such as securing facility space, equipment, phones, computers, and workstations
Type 2The Donations Call Center Supervisor: 1. Coordinates and manages a local or county phone bank or call center 2. Implements and updates call center scripts 3. Ensures that incident information is received and communicated quickly and accurately 4. Identifies and trains call-takers 5. Coordinates operations with the Public Information Officer (PIO), Donations Coordination Task Force, Volunteer Coordination Task Force, Mass Care Task Forces (such as the Distribution of Emergency Supplies Task Force), and other emergency human services operations, as the Authority Having Jurisdiction (AHJ) specifies
Components
Component Notes  
EducationNot Specified
Component Types
Type Criteria
Type 1Not Specified
Type 2Not Specified
TrainingNot Specified
Component Types
Type Criteria
Type 1Same as Type 2, PLUS: Completion of the following: 1. E0289: State Volunteer and Donations Management 2. IS-405: Overview of Mass Care/Emergency Assistance 3. IS-703: National Incident Management System Resource Management
Type 2Completion of the following: 1. IS-026: Guide to Points of Distribution 2. IS-100: Introduction to the Incident Command System, ICS-100 3. IS-200: Basic Incident Command System for Initial Response, ICS-200 4. G0288: Local Volunteer and Donations Management 5. IS-288: The Role of Voluntary Agencies in Emergency Management 6. G0489: Management of Spontaneous Volunteers in Disasters 7. IS-700: National Incident Management System, An Introduction 8. IS-800: National Response Framework, An Introduction 9. Local Call Center Orientation, such as 2-1-1 or equivalent
ExperienceNot Specified
Component Types
Type Criteria
Type 1Same as Type 2, PLUS: Knowledge, Skills, and Abilities: Ability to develop and implement call center scripts and training Experience: Experience working as a NIMS Type 1 or Type 2 Donations Call Center Supervisor during three operational incidents or planned events at a local, state, territorial, tribal, or Federal level
Type 2Knowledge, Skills, and Abilities: 1. Ability to manage phone banks, call centers, and social media 2. Ability to refer offers of donated funds, goods, and volunteer services to appropriate Nongovernmental Organizations (NGO) or agencies 3. Ability to train call center volunteers 4. Ability to provide information and referrals for emergency human services Experience: 1. Experience working in donations coordination, volunteer coordination, mass care operations, or emergency human services at a local, state, territorial, tribal, or Federal level 2. Experience working in a call center
Physical/Medical FitnessThe NIMS Guideline for the National Qualification System (NQS) defines Physical/Medical Fitness levels for NIMS positions.
Component Types
Type Criteria
Type 1Same as Type 2
Type 2Moderate
CurrencyNot Specified
Component Types
Type Criteria
Type 1Functions in this position during an operational incident, planned event, exercise, drill, or simulation at least once every three years
Type 2Functions in this position during an operational incident, planned event, exercise, drill, or simulation at least once every five years
Professional and Technical Licenses and CertificationsNot Specified
Component Types
Type Criteria
Type 1Not Specified
Type 2Not Specified
Composition and Ordering Specifications
Specification
Discuss logistics for deploying this position, such as working conditions, length of deployment, security, lodging, transportation, and meals, prior to deployment
Requestor may specify any additional qualifications necessary based on incident complexity and needs
1059
Notes
References
Reference
FEMA, NIMS 508: Distribution of Emergency Supplies Task Force
FEMA, NIMS 509: Distribution of Emergency Supplies Task Force Leader
FEMA, NIMS 509: Distribution of Emergency Supplies Team Leader
FEMA, NIMS 508: Donated Goods Warehouse Management Team
FEMA, NIMS 509: Donated Goods Warehouse Management Team Leader
FEMA, NIMS 508: Donations Coordination Task Force
FEMA, NIMS 509: Donations Coordination Task Force Leader
FEMA, NIMS 509: Donations Specialist
FEMA, NIMS 508: Drive-Through Point of Distribution Team
FEMA, NIMS 509: Mass Care Specialist
FEMA, NIMS 508: Mobile Distribution Team
FEMA, NIMS 508: Pedestrian Point of Distribution Team
FEMA, National Incident Management System (NIMS), October 2017
FEMA, NIMS Guideline for the National Qualification System, November 2017
FEMA, National Response Framework, June 2016
FEMA, Recovery Policy RP9525.2, Donated Resources, February 2014