In the aftermath of large-scale disasters, the exploitation of often up to thousands of spontaneous volunteers is crucial to meet the need for surge capacity which cannot be met by official responders. However, the coordination of spontaneous volunteers differs in several regards from that of professional and paid relief workers. Based on empirical requirements identified in interviews with the manager of a professional fire department, we suggest a multi-objective mixed-integer linear optimization problem with lexicographically ordered objective functions, which we refer to as spontaneous volunteer coordination problem (SVCP). Acknowledging that disaster situations are unavoidably linked to uncertainty, we consider uncertainty with a sequence of (deterministic) SVCP instances, where each instance depends on the solutions of previous SVCP instances. We conduct comprehensive computational experiments based on real-world data of a flood disaster that the fire department faced. From our computational results, we derive detailed implications for the fire department on how to use our decision support model. We also derive recommendations for all relief organizations which aim at adopting or adapting our model for the coordination of spontaneous volunteers in a broad set of disasters. Our implications include several recommendations for relief organizations in terms of performing extensive computational tests in order to parameterize and instantiate the generic model before its use during the disaster response phase; thereby we also address tasks to be executed during the preparedness phase of a disaster.

在大规模灾难发生后，利用往往多达数千名自发志愿者对于满足官方响应者无法满足的激增能力的需求至关重要。然而，自发志愿者的协调在几个方面与专业和有偿救援人员的协调不同。根据与专业消防部门经理的访谈中确定的经验要求，我们提出了一个具有字典顺序目标函数的多目标混合整数线性优化问题，我们将其称为自发志愿者协调问题 (SVCP)。承认灾难情况不可避免地与不确定性相关联，我们通过一系列（确定性）SVCP 实例来考虑不确定性，其中每个实例都依赖于先前 SVCP 实例的解决方案。我们根据消防部门面临的洪水灾害的真实数据进行综合计算实验。从我们的计算结果中，我们得出了消防部门如何使用我们的决策支持模型的详细含义。我们还为所有旨在采用或调整我们的模式以在广泛的灾难中协调自发志愿者的救援组织提出建议。我们的影响包括对救援组织的几项建议，以在灾难响应阶段使用之前对通用模型进行参数化和实例化，以进行广泛的计算测试；因此，我们还解决了在灾难准备阶段要执行的任务。我们根据消防部门面临的洪水灾害的真实数据进行综合计算实验。从我们的计算结果中，我们得出了消防部门如何使用我们的决策支持模型的详细含义。我们还为所有旨在采用或调整我们的模式以在广泛的灾难中协调自发志愿者的救援组织提出建议。我们的影响包括对救援组织的几项建议，以在灾难响应阶段使用之前对通用模型进行参数化和实例化，以进行广泛的计算测试；因此，我们还解决了在灾难准备阶段要执行的任务。我们根据消防部门面临的洪水灾害的真实数据进行综合计算实验。从我们的计算结果中，我们得出了消防部门如何使用我们的决策支持模型的详细含义。我们还为所有旨在采用或调整我们的模式以在广泛的灾难中协调自发志愿者的救援组织提出建议。我们的影响包括对救援组织的几项建议，以在灾难响应阶段使用之前对通用模型进行参数化和实例化，以进行广泛的计算测试；因此，我们还解决了在灾难准备阶段要执行的任务。