Disaster Service Worker Program

Mission: Project RoomKey

Wendy Zhang, Program Assistant, PSS
Public Social Services

Job Title (during assignment): GAIN Services Worker
DSW Mission Role: Hotel Lead

At the time of the DSW assignment, I was a GAIN Services Worker (GSW) assisting participants with identifying barriers and ways to overcome them to secure employment and reach self-sufficiency. I got to know my participants, their backgrounds, and the things going on in their lives. We discussed their personal, educational, and professional goals and what they needed from GAIN to achieve those goals, whether it be mental health services, money for schoolbooks, or reliable childcare. These meetings were face-to-face interviews up until the department suddenly shifted to telephone appointments with the rise of the COVID-19 pandemic.
When I was assigned to be a site monitor at Motel 6 for Project RoomKey, I had no idea what to expect. The Project RoomKey program provided shelter for homeless individuals to help them with social distancing during the pandemic. I was assigned the swing shift schedule, working Tuesday through Saturday from 3:00 p.m. to 11:30 p.m., and assisted with checking people in, distributing necessities like food and water, and providing support to the onsite personnel. Although it was a disruption to my overall schedule and routine, I was still working with the public, just in a different capacity.

Although the Motel had someone onsite to provide information and resources to the individuals being sheltered, I would still encourage people to apply for social services, whether it be Medi-Cal, CalFresh, or General Relief. I was able to build good rapport with the people being sheltered during my 5 months as a site monitor, as I handed them their meals or walked them to their rooms. We’d strike up conversations, and they would share with me their gripes about the heat (it was July), disappointment about missing a grandchild’s birthday (out of state), excitement about job leads, excitement over new breakfast options (particularly the chorizo breakfast burrito), and so on. Some shared their personal stories of how they became homeless. One young lady told me that before becoming homeless, she had finally obtained her master’s degree and worked a great job at a University for a few years until one unfortunate accident upended everything—her health, her career, her relationships. As I got to know the people there, I understood that, regardless of your current life situation, there may come a time when you are on the receiving end of assistance and support from a DSW.

As the months went on, the site became a small community of sorts. I really appreciated that the tenants and staff were communicative and alerted us to issues right away. During my shift one night, a tenant heard a loud crash from her neighbor and knocked on the door to check up on him, but she received no response. She informed us right away, and we were able to contact emergency services as the onsite medical personnel performed CPR to revive the tenant who had fallen due to a heart attack. Fortunately, he recovered and returned to an outpour of relief and gratitude. One major ability I developed was remaining calm in tough situations, and I carried that with me when the DSW assignment ended, and the pandemic wore on.

To anyone who is assigned to be a disaster service worker, go into the assignment with an open mind and a willingness to help. I must admit, I went into my DSW assignment with Project RoomKey with boatloads of weariness and extreme caution, but by the end of it (after opening up, chatting with people, and getting to know everyone), I look back on the experience very fondly. It is one assignment I still talk about enthusiastically to this day! Although county employees impact lives through their day-to-day work as a public servant, the direct impact on the community as a DSW is just as, if not more, fulfilling.

Mission: Shelter Site

Debbie Island, Management Analyst
Public Social Services

Job Title (during assignment): Senior Departmental Personnel Assistant
DSW Mission Role: Shelter Worker

As an employee with the Department of Public Social Services in the Bureau of Human Resources Examination section as a Senior Departmental Personnel Assistant, my duties were answering phone calls, sending out/receiving emails, creating job bulletins, reviewing applicants’ job applications to pass or fail, proctoring at exams, filing, creating specimen folders etc. Once I became a Disaster Service Worker, the job at DPSS wasn’t much different at Santa Monica Shelter (SAMOSHEL) since serving people was still my job including being kind, humble, and a good listener.
I gained a broader experience in being appreciative of life, being a listener,

communicating with people from all walks of life by serving firsthand to those in need. I observed clients getting help from the County of Los Angeles with their housing as well as their Electronic Benefits Transfers, helping them become independent once again after encountering life struggles. I enjoyed working at SAMOSHE. The people were some of the bests of mankind that just hit rock bottom. I listened to so many of their stories’, both men and women, and shared mine with them. Some of the tasks I completed were answering phone lines, taking the temperatures of clients, handing out masks, handing out shower towels and essential needs. I loved seeing the smiles on their faces when it was time for me to serve their meals three times a day, and they were waiting to see if there were second servings.

As a Disaster Service Worker, go in with a “Whatever it takes to get the job done” attitude. Be ready for unexpected changes at any time, you might stay later than usual. Learn to listen before speaking, don’t be afraid to ask questions. Stay humble, observant and vigilant.

Mission: Contract Tracing

Elizabeth Castorena, Management Analyst
Registrar-Recorder/County Clerk

Job Title (during assignment): Senior Departmental Personnel Assistant
DSW Mission Role: Contact Tracer

Before my role as a Disaster Service Worker (DSW), I worked in Human Resources for the Department of Public Social Services as a Senior Departmental Personnel Assistant (Sr. DPA) in the Exams & Recruitment Section. I created job bulletins and exam plans, reviewed hundreds of applications in a short amount of time, and assisted applicants with filling out applications in person, by telephone, or via email. Additionally, I attended monthly job fairs, which allowed me to interact with individuals interested in working with the County of Los Angeles. I guided them through navigating our website on their phones, creating profiles, and subscribing to Job Interest Cards to receive alerts for openings they were interested in.

The similarities between a Sr. DPA and a DSW were the gathering of vital information by telephone or email, inputting the collected data into specific applications, and generating necessary information to complete important assignments. The difference in these two roles lies in the sensitivity of the information gathered and the urgency to input promptly and accurately to help stop a possible life-threatening virus from spreading.
During my time as a DSW, I gained many vital skills. One of the most crucial was understanding that everyone has their own perceptions, which are their truths. Recognizing my responsibility to comprehend their fear-based perceptions, especially in high-stress situations like dealing with exposure or potential exposure to the COVID-19 virus, was essential. Once I understood their fears, I was able to communicate compassionately and effectively. This, in turn, led to better cooperation from them, allowing me to assist them more effectively. This experience has also enhanced my communication and research skills in my daily assignments now.
To any future DSWs preparing for this assignment: Do your own research. Gain as much knowledge as you can about the situation. Familiarize yourself with local agencies such as churches, food pantries, and community centers that support the community you are serving. Reach out to them to learn about the services they provide and how to access them. This approach greatly helped me in connecting people with the resources they needed.

Lastly, focus on the positives. As challenging as it may be, try to focus on the small positive aspects you encounter, even when dealing with difficult issues. Our work as DSWs can profoundly impact someone’s life. We may be the only person showing genuine care and compassion when no one else has. Your dedication and compassion can make a significant difference in the lives of those you support.

Mission: Personal Protective Equipment Distribution

Kevin Lang, Administrative Assistant II
Department of Human Resources

Job Title (during assignment): Senior Departmental Personnel Assistant
DSW Mission Role: Shelter Worker

There was nothing scarier to me than learning news about COVID-19, a fast-spreading virus. Could COVID-19 make it to all the continents on Earth? Or most concerning, all the way to the State of California? Well, it did, and many people became very sick, very quickly. They began suffering with respiratory, stomach, and head problems and with the death rate rising. With COVID-19 spreading out of control, Federal, State, and local health agencies strongly urged medical agencies to develop triage operations to process sick patients. Eventually, job locations and restaurants were ordered to send employees home to work (i.e. telework). These steps to mitigate the virus spread and slow it down. As a County worker and a Disaster Services Worker (DSW), how could I help? Believe it or not, there were services to which I volunteered, and where I experienced and learned amazing things.

The PPE distribution assignment that I signed up for helped with medical supply distributions for assisted living facilities, nursing homes, and private care agencies. My assigned location was headed by Public Health employees, and I was assigned to one of Los Angeles County’s larger Public Health buildings in Torrance. There were about 30 employees working there.

We participated in making the large parking area a place where cars could line up in an orderly manner. Other employees helped to unstack boxes of medical equipment from the County trucks that brought them, and place the equipment in order, by type of product. As we began to issue equipment to the customers, something amazing happened. We worked together, passing heavy boxes from the first person to the fifth person assisting with storing them in the cars. We had about four different groups taking turns at this. We were able to work quickly at the task. Most amazing was the cooperation between all of us. During down times, we talked with each other, as if we had been friends.

I can certainly say that participating in this assignment helped me feel proud of helping citizens of Los Angeles County during this uneasy period in our lives. What I liked the most is that the County workers approached their assignments seriously and with a sense of working together to accomplish the given tasks. I can most definitely say that while this pandemic was scary and unknown in many ways, participating in this assignment calmed my fears and helped me focus on servicing our county residents. If another disaster comes, I will serve as a DSW.

Mission: Food Drive-Up Service

Kevin Lang, Administrative Assistant II
Department of Human Resources

Job Title (during assignment): Senior Departmental Personnel Assistant
DSW Mission Role: Food Drive-Up On-Site Support

There was nothing scarier to me than learning news about COVID-19, a fast-spreading virus. Could COVID-19 make it to all the continents on Earth? Or most concerning, all the way to the State of California? Well, it did, and many people became very sick, very quickly. They began suffering with respiratory, stomach, and head problems and with the death rate rising. With COVID-19 spreading out of control, Federal, State, and local health agencies strongly urged medical agencies to develop triage operations to process sick patients. Eventually, job locations and restaurants were ordered to send employees home to work (i.e. telework). These steps to mitigate the virus spread and slow it down. As a County worker and a Disaster Services Worker (DSW), how could I help? Believe it or not, there were services to which I volunteered, and where I experienced and learned amazing things.

This Food Drive-Up support assignment for which I registered focused on food distribution in Van Nuys, organized by Supervisor Hilda Solis’ First Supervisorial District. The duties were like another DSW mission, PPE distribution. This location had different types of food, from frozen vegetables and meat to canned fruits and water. People waiting in their cars first met a crew that would ask them what was needed, and how much was needed from what was available. The customers who went there were appreciative of this event and the quality of food provided.

One of the things I remember was a one van that my group was assisting with a woman in the driver’s seat, an elderly lady in the passenger seat, and the woman’s young kids in the back. When we opened the door to place the boxes of food, the kids were very cooperative in making space for us, as best they could. The expressions on their faces showed appreciation. Most of the people we served this day were grateful to receive food during the pandemic.

I can certainly say that participating in this assignment helped me feel proud of helping citizens of Los Angeles County during this uneasy period in our lives. What I liked the most is that the County workers approached their assignments seriously and with a sense of working together to accomplish the given tasks. I can most definitely say that while this pandemic was scary and unknown in many ways, participating in this assignment calmed my fears and helped me focus on servicing our county residents. If another disaster comes, I will serve as a DSW.

Mission: Vaccine Project

Kevin Lang, Administrative Assistant II
Department of Human Resources

Job Title (during assignment): Senior Departmental Personnel Assistant
DSW Mission Role: Vaccine Site Support Staff

There was nothing scarier to me than learning news about COVID-19, a fast-spreading virus. Could COVID-19 make it to all the continents on Earth? Or most concerning, all the way to the State of California? Well, it did, and many people became very sick, very quickly. They began suffering with respiratory, stomach, and head problems and with the death rate rising. With COVID-19 spreading out of control, Federal, State, and local health agencies strongly urged medical agencies to develop triage operations to process sick patients. Eventually, job locations and restaurants were ordered to send employees home to work (i.e. telework). These steps to mitigate the virus spread and slow it down. As a County worker and a Disaster Services Worker (DSW), how could I help? Believe it or not, there were services to which I volunteered, and where I experienced and learned amazing things.

My vaccine site assignment was in the City of Norwalk, where the first set of vaccines were sent for our elderly citizens. The Department of Public Health did an awesome job at assigning five of these locations within Los Angeles County. They organized the vaccine location by contracting nurses from different states to help with giving the vaccinations. Some of the nurses were assigned to give the shots and others were responsible for monitoring the customers who received shots for 15 minutes, to make sure no one suffered a reaction.

I assisted the nurses by directing the cars to my assigned line to stop, briefly inform them of what we were doing, and having them wait until clear. The senior citizens would talk to other helpers and myself, telling us how appreciative they were of us. This confirmed that this assignment was the correct one for me. I enjoy working with seniors and gaining wisdom from the short conversations I experienced. What made this special was that Public Health allowed the DSWs to receive their COVID-19 vaccine for their dedication.

I can certainly say that participating in this assignment helped me feel proud of helping citizens of Los Angeles County during this uneasy period in our lives. What I liked the most is that the County workers approached their assignments seriously and with a sense of working together to accomplish the given tasks. I can most definitely say that while this pandemic was scary and unknown in many ways, participating in this assignment calmed my fears and helped me focus on servicing our county residents. If another disaster comes, I will serve as a DSW.