The group yesterday released the Response to Black Saturday report, which makes 11 recommendations to improve its response to major emergencies.

The services’ chief executive officer Ken Marchingo said the report presents a “warts and all” view.

“It endorses what we did well, but also what we could do better,” he said.

“Natural disasters don’t come along very often and people forget, that’s why we’ll have policies in place.”

Team leader for the bushfire case management service, Jordan Tamblyn said one of the biggest issues staff faced was a large percentage of people they worked with had never used a community organisation before.

“It meant we had to educate and work very hard on relationships.

“We’re responding to a disaster with clients that are at the most vulnerable time in their lives.”

The report noted that for staff involved in the Services, Black Saturday meant everyday work was effectively suspended.

“Telephones were diverted to mobiles, temporary offices were established, spaces and vehicles were commandeered,” the report said.

“This situation generated angst among some staff who, while very willing to contribute to the recovery effort, were uncomfortable about the deprioritising of ongoing clients.”

The report also noted that community members needing assistance were not typical of clients.

Most had no experience of using services.

”Community members accessing the Metcalfe centre, in particular, had emotional, financial and practical resources that exceeded those other clients would usually have.”

Bendigo West MP Bob Cameron presented the organisation with a plaque on behalf of Premier John Brumby to thank them for their hard work and dedication during the bushfires.