1. Program Purpose, Scope & Objectives

The Heaven Sent Shelter Program provides safe, accessible, and accountable mass care sheltering for disaster survivors in coordination with local, state, and federal emergency management partners.

• Applies to all HSCVS‑operated or HSCVS‑supported general population shelters.
• Aligns with national mass care standards and local emergency operations plans, while preserving HSCVS’s independent role and mission.
• Objectives: protect life, reduce suffering, maintain dignity, support access to recovery resources, and operate shelters safely and efficiently.

1A. Legal, Regulatory & Standards Compliance

Heaven Sent shelters operate within the framework of federal, state, and local laws and recognized mass care standards. This SOP is intended to align HSCVS shelter operations with:

• Occupational Safety and Health Administration (OSHA) standards and guidance.
• National mass care and sheltering guidance used by FEMA and emergency management partners.
• Applicable U.S. Department of Housing and Urban Development (HUD) shelter/housing standards when HSCVS receives HUD funding for shelter space.
• Americans with Disabilities Act (ADA) and related civil rights laws.
• PETS Act and related state/local laws on pets and service animals in disasters.
• State and local building, fire, and public health codes, and any state OSHA plan requirements.

1A.1 OSHA & Worker Safety

HSCVS treats each shelter as a workplace for its staff and volunteers. Shelter operations are covered by the HSCVS Safety Program and applicable OSHA standards, including but not limited to:

• General duty to provide a workplace free from recognized serious hazards.
• Safe use of electrical equipment, generators, and extension cords.
• Use of appropriate personal protective equipment (PPE) for tasks performed.
• Bloodborne pathogen protections when workers may be exposed to blood or bodily fluids.
• Hazard communication for cleaning agents, fuels, and other chemicals used in or around the shelter.

HSCVS provides training to shelter workers on relevant safety topics and maintains a written Emergency Action Plan that covers evacuation routes, assembly points, and staff duties in fire, severe weather, medical, violence, or other emergencies. Where this SOP is silent, OSHA standards and the HSCVS Safety Program control.

1A.2 FEMA & Mass Care Standards

HSCVS shelter operations are designed to be compatible with the National Mass Care Strategy, FEMA field guidance for sheltering, and local emergency operations plans. HSCVS:

• Uses an Incident Command System (ICS) structure for shelter management.
• Coordinates shelter activation, status, and closing with the local Emergency Operations Center (EOC) and mass care lead, as requested.
• Collects and reports shelter population and service delivery data in a format usable by emergency management partners.

1A.3 HUD & Housing‑Related Requirements

When HSCVS receives HUD or other federal housing funds that apply to emergency shelter, HSCVS will adhere to the applicable HUD shelter and housing standards for life safety, space, sanitation, accessibility, and habitability. HSCVS:

• Ensures that any HUD‑funded shelter space meets the minimum health and safety standards required by that program.
• Maintains documentation of inspections and corrective actions when HUD or other funders require them.
• Does not treat emergency shelter as permanent housing and will coordinate with HUD‑VASH and other housing programs when transitioning eligible clients into longer‑term housing.

1A.4 ADA, Civil Rights & Nondiscrimination

HSCVS shelters are operated in a nondiscriminatory manner. HSCVS does not deny access or provide different services based on race, color, national origin, religion, sex, sexual orientation, gender identity, disability, age, veteran status, or other protected characteristics. HSCVS:

• Provides reasonable modifications and auxiliary aids to ensure equal access for people with disabilities.
• Allows service animals to accompany their owners in all client areas and treats them as working animals, not pets.
• Uses interpreters, translated materials, and plain‑language communication to support clients with limited English proficiency or low literacy when possible.

1A.5 PETS Act & Animal‑Related Laws

HSCVS complies with federal and state emergency planning requirements related to household pets and service animals. HSCVS:

• Admits service animals with their owners into all areas of the shelter where clients are allowed.
• Works with local animal‑care agencies to provide separate, safe arrangements for pets near human shelters whenever possible.
• Communicates pet sheltering options and limitations clearly to clients, and does not accept pets into general dormitory areas except as required by law or written agreements with local authorities.

1A.6 State & Local Codes

HSCVS will not open or operate a shelter in a way that conflicts with state or local building, fire, or public health codes. Before opening, the Shelter Manager and appropriate HSCVS leadership will:

• Confirm that the facility is suitable for temporary assembly and sleeping use as directed by the local authority having jurisdiction.
• Coordinate with fire and health officials when inspections or approvals are required.
• Follow any occupancy limits, egress requirements, and health orders issued by government authorities.

Where there is any conflict between this SOP and applicable law or an emergency order from government authorities, the law or emergency order prevails. HSCVS will update this SOP when necessary to reflect changes in law, regulation, or recognized best practices.

2. Governance, Authorities & ICS Structure

HSCVS shelters are operated under the HSCVS Incident Command System and relevant emergency management plans. Shelter operations coordinate closely with government partners but remain under HSCVS operational control.

The Shelter Manager reports to the Mass Care / Sheltering Branch Director within the Operations Section. Disaster Health, Mental Health, Casework, Logistics, Staff Services, Public Information, and Partner Services maintain technical linkages to their leads while integrating into the shelter team.

3. Planning & Facility Selection

3.1 Pre‑Identified Facilities & Surveys

• Maintain a database of potential shelters (schools, churches, community centers, gyms, veteran halls, civic buildings) with capacity, accessibility, kitchen, showers, parking, and hazard notes.
• Complete and file a Shelter Facility Survey for each site, including basic safety and accessibility assessment.

3.2 Shelter Agreements

• Use a standard HSCVS Shelter Facility Agreement describing use of space, responsibilities for utilities, cleaning, repair, security, and insurance.
• Agreements should be reviewed by HSCVS leadership and risk/insurance advisors before use; copies kept with the Shelter Manager Kit.

3.3 Pre‑Positioned Supplies & Kits

Each pre‑identified facility should have an associated Shelter Manager Kit including core forms, basic office supplies, signage, and simple comfort items.

4. Opening a Shelter

4.1 Activation & Notification

• Shelters are activated by HSCVS leadership based on requests from emergency management, law enforcement, or HSCVS assessment.
• Incident information (name, DR #, location, capacity) is relayed to HSCVS HQ and partner agencies per local EOC procedures.

4.2 Safety Walk‑Through & Opening/Closing Checklist

Before residents arrive, the Shelter Manager and facility representative complete a safety walkthrough with the Opening/Closing Checklist to record facility condition and identify life‑safety issues.

5. Staffing, Shifts & Worker Management

Managing human resources is a core Shelter Manager responsibility. Staffing plans define the number, roles, and supervision of workers to provide 24‑hour coverage with adequate support and rest.

• Staffing considers facility safety, population, demographics, layout, and expected duration.
• Minimal opening team: Shelter Manager, Dormitory worker, Registration worker, and Health Services worker.
• Two 12‑hour or three 9‑hour shifts are common; leadership chooses based on conditions.

6. Registration, Intake & Census

Registration establishes who is in the shelter, initiates basic needs assessment, and supports safety, reunification, and reporting.

7. Shelter Log & Staff Meetings

Shelter logs document key decisions, events, problems, and follow‑up actions. They are essential tools for shift handoff and documenting issues.

8. Feeding & Supplies

Feeding in the shelter is coordinated with HSCVS feeding operations and follows safe food handling practices.

• Designate a Feeding Supervisor to manage kitchen/canteen operations and meal counts.
• Coordinate with logistics for food, paper goods, cleaning products, and waste removal according to warehouse and bulk distribution SOPs.
• Identify and attempt to accommodate dietary restrictions when possible; work with partners for specialized diets.

9. Integration with Other HSCVS Activities

The shelter is a hub where multiple HSCVS disaster services intersect. The Shelter Manager ensures coordination among all groups.

• Disaster Health Services: private area, health screening, medication support, liaison with public health and higher‑care facilities.
• Disaster Mental Health: support for residents and staff, stress management, crisis intervention.
• Casework: client interviews, recovery planning, and resource referrals.
• Welfare/Reunification: help clients notify family they are safe using approved tools (phone, web‑based safe‑and‑well–style services, partner hotlines).
• Material Support / Logistics: supplies, equipment, facility maintenance, and disposition of items at closing.
• Staff Services: worker registration, housing, training, and health support.
• Public Information & Partner Services: media coordination, elected official visits, and coordination with voluntary and community‑based organizations.

10. Safety, Security & Special Populations

Shelter safety addresses rules, conflict management, security, and facility risks to protect clients and staff.

• No weapons, illegal drugs, or alcohol on shelter property.
• No smoking inside; designated outdoor areas only.
• Enforce quiet hours, lights‑out times, and restricted areas to maintain order.
• Call law enforcement for physical altercations, threats, or serious security concerns.
• Clearly communicate that clients are responsible for their valuables and that HSCVS is not liable for personal property or vehicles.

10.1 Animals & Service Animals

Service animals accompany their owners in all client areas and remain under the owner’s care. Pets are not housed in the general shelter but may be supported through co‑located or partner pet shelters where available.

10.2 Clients & Workers with Disabilities

HSCVS shelters provide reasonable accommodations for people with mobility, sensory, cognitive, and mental health disabilities.

• Use the intake tool to identify functional needs and involve Health/Mental Health as needed.
• Keep individuals with disabilities connected to their equipment, caregivers, and service animals whenever possible.
• Coordinate with public health or specialized facilities when someone’s needs exceed shelter capabilities.

10.3 Youth Services & Childcare

Children and youth in the shelter require safe spaces, supervision, and meaningful activities.

• Designate spaces for recreation and, where feasible, partner‑provided childcare.
• Childcare must be provided by qualified partners or registered/screened volunteers following HSCVS policies.
• Maintain a simple log for any childcare program with child name, guardian, and times in/out.

11. Daily Reporting & Data

Accurate and timely reporting supports coordination with emergency management partners, donors, and the public.

• Report shelter opening, daily population, meals, significant events, and closing to HSCVS HQ/ECRV and local EOC as required.
• HSCVS designates a system of record for all shelters; the Shelter Manager or designee updates the system at least daily.

12. Closing Shelters, Out‑Processing & After‑Action

Closing a shelter is planned early and carried out in a way that maintains dignity, safety, and continuity of care for clients while demobilizing staff and supplies responsibly.

• Coordinate closing plans with casework, emergency management, and partners so clients have alternate housing options identified.
• Communicate confirmed closing dates to residents and staff; avoid sharing tentative information as fact.
• Work with logistics to pack supplies, clean the facility, return furniture and equipment, and remove HSCVS signage.

Staff out‑processing includes performance reviews for workers on site 7+ days, final timesheets, and referrals to wellness support when needed.

The Shelter Manager completes a short narrative report summarizing services, issues, lessons learned, and recommendations to improve future shelter operations.

13. Volunteer Shelter Staff Handbook

This section is written directly for Heaven Sent volunteers and staff working in shelters. It explains how you fit into the team and what you need to know to do your job safely and effectively.

13.1 What to Expect When You Arrive

Check‑In

• Report to the Shelter Manager or Shift Supervisor when you arrive.
• Sign the Staff Sign‑In Sheet every time you come on duty and when you leave. This tracks who is on site and supports your safety and documentation.
• You will receive a basic orientation to the building, safety procedures, and your assigned role for the shift.

Orientation Topics

• Tour of exits, restrooms, dorm areas, and feeding areas.
• Where to find first aid, Health Services, and Mental Health support.
• Shelter rules and expectations (weapons, smoking, quiet hours, media, etc.).
• Who your supervisor is and how to reach them during your shift.

13.2 Code of Conduct & Core Principles

As a Heaven Sent shelter worker, you represent the organization to every guest and partner. You are expected to:

• Treat all clients, staff, and partners with respect and dignity.
• Protect client privacy; do not share personal stories or details without permission.
• Follow instructions from your supervisor and use the chain of command for questions and problems.
• Never carry or display weapons, illegal drugs, or alcohol on shelter property.
• Avoid romantic or financial relationships with clients during the operation.
• Report concerns about safety, abuse, or neglect to the Shelter Manager or appropriate HSCVS lead immediately.

13.3 Staff Roles – What Each Position Does

You may be assigned to one or more of these roles during a disaster. Your supervisor will clarify your tasks for each shift.

Shelter Manager

• Overall in charge of the shelter and all activities.
• Makes final decisions on safety, staffing, and shelter operations.
• Coordinates with HSCVS leadership and emergency management partners.

Shift Supervisor

• Leads the shelter team on a specific shift when the Shelter Manager is off‑duty.
• Runs staff briefings at shift change and reviews the shelter log.
• Handles issues that come up during the shift and keeps the Manager informed.

Registrar

• Registers clients and families as they arrive at the shelter.
• Collects basic information (names, contact information, household members, special needs).
• Keeps the registration forms organized and helps update the shelter census.

Dormitory Associate

• Helps set up and maintain the sleeping area (cots, blankets, layout).
• Supports clients in finding a sleeping space and keeps walkways clear.
• Monitors for noise, conflicts, or safety issues at night and reports problems.

Feeding Associate

• Helps prepare, receive, and serve meals and snacks.
• Sets up and cleans the dining/canteen area.
• Counts meals and snacks served each shift as directed.

Information / Help Desk Associate

• Staffs the information table or bulletin board and answers client questions.
• Posts schedules, rules, and updates where clients can see them.
• Helps correct rumors and directs clients to the right services.

Client Support (Casework, Health, Mental Health)

• Client Casework: assists clients with recovery planning and referrals; often works in a private area.
• Health Services: nurses or health professionals who handle basic health needs and connect clients to higher medical care when needed.
• Mental Health: provides emotional support and coping assistance for clients and staff.

13.4 How to Do the Common Tasks

13.4.1 Registering Clients

1. Welcome the client, introduce yourself, and explain that you need to register them for safety and record‑keeping.
2. Complete one registration form per household; read questions clearly and patiently.
3. Note any urgent health or mobility needs and discreetly inform Health Services or the Shift Supervisor.
4. Give the client information on where to go next (dorm area, dining, etc.).
5. File completed forms where your supervisor directs; protect them from public view.

13.4.2 Setting Up the Dorm Area

1. Lay out cots/mats so that aisles and exits are clear and easy to walk through.
2. Place blankets and any comfort items as directed by your supervisor.
3. Reserve accessible spaces near restrooms or exits for people with disabilities, elders, or families with small children.
4. Keep food out of sleeping areas when possible to cut down on pests and spills.
5. Walk the dorm periodically to check for hazards (wet floors, blocked exits, trash).

13.4.3 Helping with Meals

1. Wash or sanitize your hands before handling food or serving utensils.
2. Wear gloves or other protective gear when required.
3. Serve portions as instructed so that food is distributed fairly.
4. Assist clients who have mobility or vision challenges through the food line if they ask for help.
5. Wipe tables and keep the dining area clean between meal times.

13.4.4 Communicating with Clients

• Use calm, respectful language even when clients are stressed or upset.
• Share only confirmed information; avoid spreading rumors.
• For important updates (like changes in meal times or closing plans), tell a supervisor if you think more announcements or postings are needed.

13.5 Safety Basics for Volunteers

Safety is everyone’s responsibility. If something looks unsafe, speak up to a supervisor right away.

• Know where exits and fire extinguishers are and keep them clear.
• Wear closed‑toe shoes and clothing appropriate to the conditions.
• Use proper lifting techniques when moving supplies; ask for help with heavy or awkward items.
• Do not attempt to break up physical fights or restrain people unless you are specifically trained and authorized; instead, get help and call 911 through your supervisor if needed.
• Follow any PPE (mask, gloves, etc.) and infection‑control instructions you are given, especially during disease outbreaks.

13.6 When You’re Not Sure What to Do

You are never expected to handle everything alone. If you are unsure:

• Ask your Shift Supervisor or the Shelter Manager.
• Use the shelter log to document anything unusual and what you did.
• If something feels unsafe to you, pause and talk to your supervisor before continuing.

13.7 Ending Your Shift & Taking Care of Yourself

• Tell your supervisor before you leave; do not just walk out.
• Sign out on the Staff Sign‑In Sheet with your time out.
• Share any important information or unfinished tasks with the next worker or your supervisor.
• If the shift has been emotionally difficult, consider speaking with Mental Health or chaplain support before you go.