DONATIONS

Donations Management: Capturing what we've learned

Julie Siebert & Mark Roberts 6-30-15

The topic of Donations Management in Long Term Recovery has two main components: cash donations and donated goods. This document is an attempt to capture what went well, what could have gone better, and what we would advise in regards to Donations Management. Please also note the two attached documents from the National Voluntary Organizations Active in Disaster for lots of helpful detail and best practices for managing both components.
Communication. Communicate through any and all media outlets available including but not limited to newspapers, press releases, radio, town hall meetings, social media, church bulletins and word of mouth. Clear communication helped solicit donations, recruit volunteers, slowed donations of items already in great quantities and helped local residents know how to access the items they needed. Residents also used postings on Facebook to plan their visits to distribution centers (example: knowing when a donation of bread was expected, reading alerts when the distribution center would be closed due to inclement weather).

Warehouse Space. Plan for at least double the space you think you'll need, and secure permission to use the space for a minimum of 6 months (9-12 months, if possible). We relocated 3 times as we exceeded capacity at various temporary locations.

Logistics. Locations accepting donations should always be MANNED. Three locations had an open door policy and allowed residents to drop off anytime, accepting car/truck loads. This created a massive backload of items that needed to be sorted, checked for quality (i.e. clothing that was worn/ripped/stained, expired food), increased the time/effort needed to sort and distribute and resulted in two semi-truck loads of unusable items!

Distribution of Bulk Donations. Identify key contacts / groups coordinating clean up, volunteer projects, etc . and collaborate!

Many donations came by the truckload (Ex. bottled water, snack items/chips, plastic storage bins, work gloves, batteries). We were able to distribute these items directly to residents and work with volunteer groups to supply the volunteer effort. For example “ taking work gloves, snack items, water and energy drinks to area churches where volunteers assembled and received work assignments to ensure they had the items they needed.

Plan for Excess Donations. We collaborated with area organizations who routinely accept/distribute items (ex. Goodwill, Salvation Army, other local non-profit thrift stores) who could take excess clothing, housewares, etc. and distribute them to affected residents and others in need.

Waste & Recycling. Communicate with city officials and other leaders who can help establish waste management strategies. Dumpsters were secured and regularly emptied.

Lesson: we greatly underestimated the amount of recyclable materials we would receive. We were able to work with the local recycling plant to recycle damaged plastic bins that were used to store and transport donations. We wish we would have arranged a dumpster for cardboard, but considered this far into the process.
Lesson: there are several companies who also recycle textiles (ex. clothing, belts, shoes, purses). We were able to collaborate with a church mission group who sends items overseas. We also worked with a company that paid by the pound for excess items “ these funds were then used to support the distribution center.

Additional Donated Goods Lessons Learned: As compiled by the AmeriCorps team who staffed the LTR donations centers
*Shoppers=people impacted by the disaster who come to the donation center for help

Donations

1. Have (or quickly find) a location that will allow you to receive/sort/distribute donations for at least 6 months.

2. Partner with the city immediately to standardize procedures.

3. Make sure there is a designated phone number for those seeking assistance, a different number for those seeking to volunteer, and another number for those wanting to donate money/goods.

4. Set up a simple website for those wanting to help. Include an email address and assign multiple volunteers to answer emails.

5. Ask for specific donations:
   Money/gift cards (provide an address to send them to). The most effective donation is money/gift cards. If you can, specify that donors send money and/or gift cards for l local businesses, not actual goods.
   New, packaged underwear in all sizes (especially ask for plus sizes).
   New, packaged socks. People don't want used underwear and socks; you'll end up having to throw them away.
   Seasonally appropriate clothing (no coats in summer, for instance). Ask for new clothing, but if new is not possible, specify that clothing should be clean and free of stains/rips.
   New shoes (or gift cards for shoe stores) in all sizes.

6. Solicit donations of reusable bags for œshoppers to use when they come to pick up donations. Stores like Walmart, Kroger, etc. will often donate boxes of these. Take all you can get; these bags can serve multiple purposes.

7. Solicit donations of œcleanup materials”heavy duty trash bags, debris grabbers, 5 gallon buckets, bleach, soap, antibacterial wipes, face masks/respirators, work gloves, rubber gloves, sponges, mops, shovels, rakes, assorted tools, tarps, kitchen size (13 gallon) trash bags, trash cans, brooms, dustpans, etc.

8. Donations that were most needed (and least donated”things like toothbrushes, bars of soap were donated by the truckload):

9. Hygiene items:
   Contact solution/eye drops (especially for cleanup efforts)
   Deodorant
   Two-in-one shampoo/conditioner
   Full-sized hygiene items (instead of travel size)
   Feminine hygiene items
   Diapers in all sizes, but especially 4s and 5s (larger sizes)
   Hand soap
   Floss/mouthwash
   Baby wipes and flushable wipes for adults

10. Household items:
    Light bulbs
    Batteries
    Duct tape
    Cleaning products
    Flashlights
    Weather radios
    First aid kits
    Tarps
    Paper products: toilet paper, paper towels, Kleenex
    Kitchen sized trash bags: 13-20 gallon
    Laundry detergent
    Dish soap

11. Food:
    Canned food
    Microwavable meals (for individuals staying in hotels with access to microwave)
    Snack foods
    Water
    Drink mix packets

Donation Center

1. Find a location that has heat/air conditioning and is able to be locked. A loading dock is a plus.

2. Have a written agreement with the landlord specifying length of time, rent, etc.

3. Start a Facebook/website that anyone can access to keep the public updated on operating hours, donations, etc.

4. Contact local groups (AmeriCorps, church groups, etc.) to help run the donation center.

5. If you want to accept perishable food donations, be sure that you have refrigeration and/or freezers available.

6. Try to have a regular schedule so the œshoppers know when they can come to get donations.

7. Assign someone to be a long-term manager of the donation center(s) so the system for accepting/sorting/distributing donations is standardized.

8. Provide a œdonation phone (pay-as-you-go) for the person(s) in charge of donations so their personal number isn't given out.

9. Have a separate door for accepting donations so œshoppers aren't confused/don't take from the wrong piles.

10. Find a way to mark donations so you can track them if needed (in case someone is selling donations online, etc.). For instance, mark vertically with a Sharpie through the bar code so no one can return it to a store.

11. Red Cross and/or Salvation Army will bring hot meals/drinks/etc. for volunteers.

12. Make it easy for œshoppers to request certain items so you can fill exact needs instead of guessing what is needed.

13. Put a limit on high-demand items (dish soap, laundry detergent, toilet paper, batteries) so you have enough to go around.

14. Implement a sign-in station for œshoppers with name, address, etc. so you can track/report on your numbers.

15. Post your policies clearly for volunteers and œshoppers to see.

16. Bring in representatives from other organizations, etc. to help advise œshoppers in a one-stop environment.

17. Get a dumpster right away”people will inevitably donate goods that are not useable. Additionally, there will be trash¦a lot of trash.

18. Organize your donation center in a way that allows for maximum movement and ease of navigation (wide aisles, clearly marked signs, donations separated into ˜like' groups” hygiene items in one section; food in another, etc.).

Volunteer Management
Have standard paperwork that every volunteer fills out: contact information, legal statement, emergency contact information, skills, availability, etc.
Set up a schedule; appoint lead volunteers who can train and supervise sporadic volunteers.
Enlist the help of retired professionals (warehouse workers, drivers, etc.) to help with warehouse/donation management. Retired individuals often have more time to donate, so you can train them to be long-term volunteers.
Manage carefully the amount of access your volunteers have to sensitive or confidential information; remember that the people you're helping are in a very vulnerable state and could easily be taken advantage of.
Beware of intra-volunteer conflicts; be sure to supervise/counsel your volunteers as well as the œshoppers. Disaster assistance can be difficult work, and œshoppers often share stories of their trauma. This can impact the workers and volunteers as well, so be sure to offer training and support for your volunteers and staff.
Work with local churches, schools, community centers, hotels to secure lodging for volunteer groups/long-term volunteers.
Have a plan in place for dismissing/firing volunteers”it's not easy, but it may be the right decision for the donation center and/or the volunteer.
Train your volunteers to be supportive to the œshoppers, but to have good boundaries”remind them not to be pushy or to ask invasive questions.
Make sure you are clear about the type of work that needs to be done”don't bring in children to volunteer if the work isn't appropriate for them.
When working with children, be sure their paperwork is filled out by an adult/guardian.
Provide water, drinks, snacks, etc. for your volunteers.
Be aware of issues of trauma; many of your volunteers will be from the area that was impacted. For instance, the first storm that occurred after the tornado affected many of our volunteers”several needed to leave early, or were not able to come in to help that day because of their fear.
Try to arrange for incentives and/or thank you gifts for your volunteers”even if it's something small, it's nice to be appreciated.

Shoppers
Develop a way to verify the need of your shoppers - check IDs, have a letter from a case manager, get a list of affected addresses from the city”or establish that the donation center is open for anyone in need.
Have shoppers sign in each time they come to the donation center a laptop/tablet would be ideal for this, but paper works too.
Be careful to manage the flow of shoppers - if you allow too many people to come in at once, the center will get crowded, people will get frustrated, and it will be difficult to enforce your rules and policies.
Have volunteers on hand to help people shop, carry donations to their cars, etc.
Have options for injured or disabled shoppers - wheelchair ramps, carts, volunteer helpers, etc.
Have a toy section, children's book section, etc. for kids.
Have volunteers on hand to watch children so their parents can shop effectively.
Borrow furniture dollies and hand trucks to help move heavy items.
Keep or solicit donations of boxes - especially medium-sized boxes and Rubbermaid totes.

Cash Donations - Lessons Learned: As compiled by Mark Roberts, Donations Committee Co-Chair

Approximately three weeks after the November 17, 2013 tornados, the Community Foundation of Central Illinois (CFCI) established the Central Illinois Disaster Recovery Fund. The purpose of the Fund is to provide grant awards in support of short-term crisis funding as well as long-term recovery and rebuilding efforts in Central Illinois. Grants from the Fund are made on the recommendation of the Tri-County Long Term Recovery (LTR) committee, with final approval by the CFCI Board of Directors. The Fund has received total donations of approximately $570,000, including a $500,000 grant from the Robert R. McCormick Foundation, via their Illinois Tornado Relief Effort. CFCI wrote the grant proposal and submitted it on behalf of Tri-County Long Term Recovery.

From a Cash Donations standpoint, the lessons learned are fairly straightforward:
Cash donations are hands down the preferred type of donation, allowing LTR members to best determine where resources are needed and direct them accordingly.
When cash donations are made, it is important to have a solid process in place to accurately account for the donation, acknowledge the donor, and track /report on the eventual use of grants made from the fund. Transparency in this regard is of paramount importance in order to preserve the public trust.
It would be helpful to carefully record the donor's specific intent for each donation accepted. For example, MOST donations were made to the fund with the understanding that the money would be used for long term recovery purposes and in any of the three communities that were impacted, as determined by the LTR. However, some donations were made with the express intent of providing support for the City of Washington, for example.
Also from a transparency standpoint¦for any gift cards received, make a list of the vendor and amount, and be sure to share the list regularly with the entire steering committee. As the gift cards are used (most likely by those performing case management functions), a report should be made back to the committee in order to close the loop.