Managing Spontaneous Volunteers
In Times of Disaster

Ande Miller
Executive Director
National Voluntary Organizations Active in Disaster (NVOAD)

Susan Jensen

Voluntary Agency Liaison
FEMA Region V

March 9, 2005

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Transcript (Word)

Related Websites:
Managing Spontaneous Volunteers in Times of Disaster (PDF 20 pages)
Points of Light Foundation's Disaster Preparedness & Volunteers
National Leadership Forum on Disaster Volunteerism
NVOAD Home Page

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Ande Miller is a graduate of Iowa State University in Ames, Iowa and joined the Service to Military Hospitals department of the Red Cross soon after graduation in 1969. In 1970 she served on her first disaster relief operation, Hurricane Celia - Corpus Christi, TX. She served in a variety of Red Cross' Service to Military programs in the United States and Thailand, Spain, Italy and Germany. While a generalist in Montana, she was given an opportunity to serve on a disaster relief effort again - Hurricane Allen - Corpus Christi. She then realized that her experience and skills could best be utilized in Red Cross' disaster services.

Her full-time disaster career began as the Disaster Specialist for the State of Mississippi, then Director of Disaster Services for the Seattle-King County Chapter of the Red Cross, then Assistant Director of Operations for the Midwest out of St. Louis. She retired from the Red Cross in August 2002 after 9 years as the Manager for Operations at the national headquarters. In addition to specialties in relief effort management and family services to those affected by disaster, she also attained the highest Red Cross rating for Voluntary Agency Liaison. She was appointed Executive Director of NVOAD during September, 2003.

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Susan Jensen is the Voluntary Agency Liaison (VAL) for the Federal Emergency Management Agency, Region V, serving in this capacity for the past six years. She has extensive experience in the area of Donations Management planning and training, serving as lead instructor at FEMA's Emergency Management Institute (EMI) for the State Donations Management and Donations Management Train-the-Trainer courses. In addition, Ms. Jensen serves as a member of the National Voluntary Organizations Active in Disaster (NVOAD) Volunteer Management Committee.

Prior to her employment with FEMA, Ms. Jensen worked for seven years as a Disaster Specialist for the American Red Cross, Seattle-King County Chapter. In addition, she was a national disaster and diversity trainer for American Red Cross National Headquarters.

Ms. Jensen's field experience on major disasters includes work on the World Trade Center response, Hurricanes Iniki, Bertha, Floyd, and Ivan, Super Typhoons Chata'an and Pongsona in Guam, the 1993 Midwest and 1998 Texas floods, the 1995 Oklahoma tornadoes, the 2001 Nisqually earthquake, and numerous tornadoes, floods, and winter storms.