Temporary Personnel Plan

Develop and maintain a list of people available for temporary work. Contact people on the list prior to a hurricane and arrange for their transportation to your office. The list should include each person’s name, address, telephone number, and current place of employment. FAIA also serves as a clearinghouse for volunteers before and after the storm.

Part-time employment agencies are sometimes consulted for temporary help; however, former employees who are willing to work a week or two in an emergency situation are excellent for this job, as are relatives of current employees.

Consider preparing job description for volunteers before the catastrophe to cut down on the chaos.

Sample Job Descriptions

Communications/Volunteer Coordinator

• Helps customers who have a problem with their claim, need to drop off information for their adjuster, or need to set up an appointment with a company representative or adjuster.
• Directs the work of other temporary or volunteer employees.
• Helps resolve problems and conflicts.

Personal/Commercial CSR assistant

• Assists CSR with claims that were not filed directly with the carrier.
• Reconstructs data files if needed.
• Takes first notice of loss.
• Supervises donations by directing traffic to the storage room and organizing supplies.
• Relieves CSRs so they can attend to personal matters at home.
• Assists company representatives in issuing checks.

Front Desk/Receptionist

• Greets customers as they arrive and places them on the appropriate waiting list.
• Maintains a positive, cheerful attitude and helps create a sense of calm by acting professional at all times.
• Prepares waiting lists as follows:
  1. First notice of loss: for customers who need to report their claim for the first time.
  2. Agency checks: for customers who have already made their first report and need to see an agency claims representative for emergency money.
  3. Company checks or problems: This waiting list will be based on which companies are physically in the building and writing advance checks. This will be determined at the time, and not all companies will be there at the same time. If the company is onsite writing checks, do not place insured on the waiting list for company checks; put the insured on the appropriate company waiting list.

Runner/General

• Copies, scans, or retrieves from system declaration pages.
• Retrieves and returns customer files (if they cannot be accessed online or are not scanned).
• Delivers messages.

Front Desk Runner

• Assists front desk personnel in directing customers to appropriate services.
• Takes customers to the claims-taking area and turns them over to the claims representative.
• Directs customers to appropriate company offices.
• Returns to the front desk and awaits instructions.