Ordinary civilians are assumed to panic or freeze in crises, but research has shown that this is a myth. In many crises, civilians provide life-saving help to those in need. They may even form emergent groups, which are temporary organizations that are involved in crisis response activities. Their actions can be of major importance to the crisis response efforts, but professionals are often reluctant to include volunteers in formal crisis structures out of distrust and because it requires considerable adaptation. By excluding volunteers, responders are sure that trained professionals provide high-quality support to affected communities. The attitude of frontline responders to volunteers poses a dilemma. It is important to anticipate the presence of well-intentioned volunteers and build relations with them, so that their skills and intentions can be rapidly identified and potential coordination can be established early on. Civilians can be given a variety of tasks, depending on the crisis, but it should not foreclose the recognition of their possible victimhood. Open engagement enables the adaptive incorporation of civilians in frontline crisis response efforts.