Are you cut out to be a Red Cross Duty Officer? We hope so!

Charlie O’Halloran, Red Cross Writer 

When disaster strikes, the American Red Cross is prepared to act. The duty officer is who sets the relief operation into motion. Red Cross duty officers are virtual volunteers who dispatch calls from agencies requesting assistance in an emergency. They assess the disaster and deploy the necessary resources. Think of them as the glue that holds a disaster response together. 

Meet Jane Marraty and Susan Doherty-Funke. Both women are duty officers with the Red Cross Disaster Action (DAT) Team in New Hampshire. They serve as the first, single point of contact for emergency service organizations when people need help after a fire, flood or other disaster. The duty officer position allows the Red Cross to provide relief in the most effective and efficient way, from initial assessment to recovery. 

Susan and Jane think of themselves as “investigators,” and use words like “hub” and “distribution center,” to describe the role they play in Red Cross disaster responses. Here’s how the duty officer’s role works: after the initial notification comes in, they confirm its authenticity, assess the situation and deploy the most appropriate resources to support efforts like disaster assessment, canteen services, sheltering, casework and recovery planning. They also ensure the response team has the tools, knowledge, and backup they need to deliver quality services.  

While the big, national disasters may grab the headlines, Jane and Susan say there are equally important local responses happening every day in communities across the country. For these duty officers the job is all about helping their neighbors through their darkest hours.  

“It’s that voice that’s calm, and the voice that’s telling them that help is on the way,” said Susan. “That’s the best feeling you can get. The fact that you’re connecting with people in real time, and you know you’re making a difference in their lives.” 

They say a duty officer needs to be persistent, patient, empathetic and organized. A familiarity with technology helps too, but the Red Cross provides all the training necessary to get the job done. Jane initially joined the Red Cross as a fire responder – and Susan as a Disaster Action Team member before ultimately finding their calling as duty officers.  

Jane and Susan say becoming a duty officer is like being welcomed into a community. Although they respond virtually, the bond and sense of camaraderie amongst these officers is strong. Whether they’re helping a newbie learn the ropes – or assisting a seasoned colleague with a complex case, Jane says, “We’re happy to help you. We want to help you. We wouldn’t ever let anybody do this job in isolation.” 

Right now, the Red Cross of Northern New England has an urgent need for duty officers to help carry out our humanitarian mission in Vermont, New Hampshire and Maine. 

For more information – or to sign up – visit redcross.org/volunteerNNE or email volunteerNNE@redcross.org.