dcdguivwa resource manual2001

Standard

Section nameManual

A manual incorporating standards for best practice in management of volunteer-involving programs

Volunteering Western AustraliaPhone: (08) 9420 7288 Fax: (08) 9420 7289

Email: [email protected] Website: www.volunteer.org.au

VolunteerResource

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V O L U N T E E R R E S O U R C E M A N U A L 2003 © Volunteering Western Australia

Contents

Introduction 3

Standard One: Policies and Procedures 8Checklist 8General information 11Sample 15Template 16

Standard Two: Management Responsibility 18Checklist 18General information 21Samples 26

Standard Three: Recruitment Selection and Orientation 28Checklist 28General information 31Samples 44Templates 54

Standard Four: Work and the Workplace 63Checklist 63General information 66Samples 76Templates 85

Standard Five: Training and Development 102Checklist 102General information 105Samples 112Templates 116

Standard Six: Service Delivery 123Checklist 124Samples 126

Standard Seven: Documentation and Records 135Checklist 135General information 138Samples 145Templates 147

Standard Eight: Continuous Improvement 149Checklist 149

Feedback Form 152Index 153

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Introduction

Volunteering Western Australia has great pleasure in introducing the new Volunteer Resource Manualthat incorporates the last edition of the Volunteer Standards Manual.

This valuable and practical publication is now a living document that will develop in line with futurecommunity needs, leading research, legislative changes and contributions from member organisationsand individuals. Its new presentation in an electronic CD format will allow regular and rapid updatesand changes for the benefit of all users.

Earlier hardcopy editions were developed as distance education packages for members ofVolunteering WA and others seeking to deliver support services to the community. With the ongoingimpacts of the 2001 International Year of Volunteers and the dynamic growth of established, new andemerging Volunteer Resource Centres across the State, the Volunteer Resource Manual willcomplement the development and implementation of organisational policy, planning and procedures.

The past and present commitment of researchers, trainers, managers, committees, coordinators andcommunity leaders will ensure that strong networks continue to develop quality services and bestpractices in both regional and metropolitan areas. Through broad consultation with interested groups ata national, regional and local level, Volunteering Western Australia is confident that the manual is bothuser-friendly and recognises the National Standards for volunteer-involving organisations, produced byVolunteering Australia and launched during 2001.

The commitment and support of all contributors to the new Volunteer Resource Manual must be fullyrecognised. Over many years the shared information and creativity of Volunteer Centres and volunteer-involving organisations across Australia have led to the development of the acknowledged NationalStandards. Within Western Australia itself these standards have been incorporated into a modernresource that is highly relevant to our diverse community needs, changing demographics andgeographical expanse. Much of the credit for the latest research and production of this CD must go tothe program managers of Volunteering Western Australia, especially the Services Development andMetropolitan Outreach divisions.

We hope you will find this manual of value and of assistance with the future implementation of bestpractice. Please regard it as your resource and we always welcome feedback and practical suggestionsfor advancing volunteering for the benefit of the Western Australian community.

Alan MelchertExecutive DirectorVolunteering WA

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Introduction


Acknowledgements

Volunteering WA, incorporated as the Volunteer Centre of Western Australia, acknowledges supportfrom the Government of Western Australia through the Department for Community Development, theCommonwealth Department for Family and Community Services, and Lotterywest.

Volunteering Western Australia would like to thank the participants who were involved in thedevelopment of this Volunteer Resource Manual. The following people gave up their time to attend aconsultation on the development of the manual as well as provided samples for the resource manual.

Jumae Atkinson Department of Veterans AffairsSandy Beardwood Brightwater Care GroupJodie Crane SouthcareJoanne Cutten Australian Red CrossDiane Forrester Rocky BayDeb Furnell Kwinana Home Support ServiceJean Garrett-Reed Mercy Community ServicesAnn Geling Kwinana Home Support ServicePhylis Hardy Peel Volunteer Resource CentreDarren Johnston Volunteer Task ForceJan Mayze Armadale Home Help ServiceSian Owen Volunteer Task ForceKaye Read Kwinana Home Support ServiceJulia Routledge Anglican HomesPaula Wilkins RAAFA Aviation MuseumJohn Rea Volunteering WAWendy Walters Peel Volunteer Resource CentreLouise Weaver Volunteering WA

The Volunteer Resource Manual has been prepared by John Rea, Metropolitan Outreach ServicesManager, and Louise Weaver, Services Development Manager, of Volunteering Western Australia.

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Introduction

How to use this manual

This manual contains eight sections incorporating the National Standards for involving volunteers. Toassist users of the manual to develop their own volunteer systems the Volunteer Resource Manual hasbeen divided into 3 distinct sections within each standard:

a. a summary of the Standard including a user friendly checklist and general information about thecriteria within the standards

b. samples providing relevant examples developed by managers and coordinators of volunteersc. templates that can be used and modified for use within your agency.

Volunteering WA is constantly looking for new material for the Volunteer Resource Manual. If you have asample or some information that you wish to provide please forward to Volunteering WA.

Introduction to National Standards

The National Standards for Volunteer involvement in Not-for-Profit Organisations represent whatVolunteering Australia regards as best practice in the management of volunteers. The standards haveevolved from consultations and focus groups organised across Australia in 1996-97 and a nationalreview panel has now been established to guide their ongoing development.

Format of the standards

The standards cover the following aspects of volunteer involvement:

1 Policies and procedures 5 Training and development2 Management responsibilities 6 Service delivery3 Recruitment 7 Documentation and records4 Work and the workplace 8 Continuous improvement

Each standard contains a brief statement that defines the scope of the standard and a set of criteriaaccompanies the standard.

Notes to the standards

The standards describe what elements should be part of a best practice system for managingvolunteers. This approach recognises that the needs of organisations involving volunteers vary and thatthe design and implementation of a management system must reflect the unique conditions andcircumstances of an organisation.

Uses of the standards

Not-for-profit organisations can use the national standards in a number of ways:

• As an audit tool that provides an overall appreciation of where the organisation is placed withrespect to best management practice for volunteer involvement

• As a guideline or checklist to help identify opportunities for making improvements• As a framework of reference to assist in planning and establishing a new volunteer service• As a baseline from which progress in making improvements can be monitored and measured

Adapted from National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001.

This resource manual has been developed using best endeavours. Please advise Volunteering WA if you consider any material unethical orinappropriate. We will be reviewing the manual regularly and welcome your feedback.

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Introduction

National Standards for Involving Volunteers in Not for ProfitOrganisations

STANDARD 1: Policies and Procedures

An organisation that involves volunteers shall define and document its policies and procedures forvolunteer involvement and ensure that these are understood, implemented and maintained at all levelsof the organisation where volunteers are involved.

STANDARD 2: Management Responsibilities

An organisation that involves volunteers shall ensure that volunteers are managed within a definedsystem and by capable personnel with the authority and resources to achieve the organisation’s policygoals.

STANDARD 3: Recruitment Selection and Orientation

An organisation that involves volunteers shall plan and have clearly documented volunteer recruitment,selection, and orientation policies and procedures that are consistent with non-discriminatory practicesand guidelines.

STANDARD 4: Work and the Workplace

An organisation that involves volunteers shall clearly specify and control the work of volunteers andensure that their place of work is conducive to preserving their health, safety and general well-being.

STANDARD 5: Training and Development

An organisation that involves volunteers shall ensure that volunteers obtain the knowledge, skills,feedback on work, and the recognition needed to effectively carry out their responsibilities.

STANDARD 6: Service Delivery

An organisation that involves volunteers shall ensure that appropriate processes and procedures areestablished and followed for the effective planning, control, and review of all activities relating to thedelivery of services by volunteers.

STANDARD 7: Documentation and Records

An organisation that involves volunteers shall establish a system and have defined procedures tocontrol all documentation and personnel records that relate to the management of volunteers.

STANDARD 8: Continuous Improvement

An organisation that involves volunteers shall plan and continually review its volunteer managementsystem to ensure that opportunities to improve the quality of the system are identified and activelypursued.


Standard

Section name

quote

Standard One

Policies and Procedures

An organisation that involves volunteers shall defineand document its policies and procedures forvolunteer involvement and ensure that these areunderstood, implemented and maintained at all levelsof the organisation where volunteers are involved.


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Acknowledgement to Volunteer Centre of Victoria Information Kit.

This standard is concerned with the organisation clearly setting out its vision, direction and operationalframework for involving volunteers.

What is the intent of this standard?

The intent of this standard is for an organisation to clarify its underlying philosophy for involvingvolunteers and establish a policy and procedural framework that will provide direction and structure tothe way volunteers are managed. Within the framework, an organisation should ensure that its practicesare consistent with certain basic principles for involving volunteers. For example, practices should be inline with the definition and principles of volunteering, the rights and responsibilities of volunteers andvolunteer-involving agencies, the codes of practice and the National Standards.

The standard specifically requires the development of:

• A general policy that commits the organisation to establishing an effective system for managingvolunteers

• Management system policies that state the organisation’s intentions with respect to key elements ofthe volunteer management system

• Operational procedures that describe how the policies of the organisation will be accomplished

At each of these levels the standard requires that volunteer policies be (1) defined, (2) documented, (3)understood by those whom the policies affect, (4) implemented and (5) maintained.

Having developed and implemented these policies and procedures, the standard further states that theybe reviewed at intervals determined by the organisation as appropriate to ensure that they remainrelevant and effective.

Standard 1: Policies and Procedures

An organisation that involves volunteers shall define and document its policies and procedures forvolunteer involvement and ensure that these are understood, implemented and maintained at alllevels of the organisation where volunteers are involved.

Below is a checklist for you to determine how well you are achieving this Standard.

General policy

The organisation has a written general policy for the involvement of volunteers. The policy clearlystates the organisation’s:

• General philosophy on volunteer involvement• Commitment to establishing and maintaining a quality system for managing volunteers• Broad objectives for involving volunteers• Lines of authority and accountability for managing and implementing the quality system

Standard OnePolicies and Procedures

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The general volunteer policy affirms the organisation’s compliance with:

• The definition and principles of ‘formal volunteering’• The rights of volunteers• The Model Code of Practice for organisations involving volunteers• The National Standards for involving volunteers in not for profit organisations• Any recognised standards that may be relevant to the specific functions of the agency

The general volunteer policy is made widely available and understood throughout the entireorganisation.

Management system policies

The organisation has written policies covering key activities of the system for managing volunteers.Key activities may typically include:

• Developing policies and procedures• Fulfilling management responsibilities• Managing the work and workplace of volunteers• Recruiting volunteers• Training and developing volunteers• Managing volunteer delivered services• Maintaining documentation and record keeping• Continually improving the management system

The management system policies are:

Consistent with the organisation’s general policySimply and clearly statedMade available to, and understood by, all volunteers

Operating procedures

The organisation has written procedures that support and supplement the policies. Such proceduresmay include:

• Policy/procedure development and review• Management system reviews• Pre-employment reference checks and/or police checks• Use of, and access to, confidential personal information• Use of private motor vehicles and insurance• Volunteer grievances• Planning and conducting system audits• Volunteer recognition• Volunteer appraisal/feedback• Volunteer screening, interview and selection• Controlling system documentation


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Adapted from National Standards for involving volunteers in not for profit organisations’ Volunteering Australia, 2001.


These procedures:

Describe how the policies are to be implemented or controlledAre made available to, and understood by volunteers, on a needs to know basisAre simply stated, and presented in accordance with an agreed and consistent format

Policy and procedure reviews

The organisation reviews and evaluates its general volunteer policy, management system policiesand operating procedures at sufficient intervals.

The procedures are established and maintained for making changes and additions to policies andprocedures. The procedures should ensure that any changes are:

• Based on an identified and agreed need for change• Communicated to, and understood by, those who they are relevant to• Implemented and maintained

Effective systems are established for incorporating the views of volunteers when reviewing andupdating policies and procedures.

Records of all policy and procedure reviews and changes are kept and dated for future reference.

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Developing a volunteer policy

What is a policy?

A policy is a statement of intent which sets out clearly an organisation’s views with respect to aparticular matter or course of action. A policy can also be a set of guidelines which outline what aservice will provide and how it will go about providing it.

A volunteer policy guides the actions of the organisation and provides a rationale for those actions. Itestablishes continuity and affirms the status and legitimacy of volunteers within the organisation.

What should a volunteer policy contain?

A volunteer policy should reflect the philosophy and state the mission or purpose of the organisation,and establish its commitment to volunteer involvement.

It could contain, for example, statements on:

• reimbursement• grievance and disciplinary procedures• commitment to training• volunteer rights and responsibilities• insurance• support mechanisms• industrial considerations• the relationship between paid and unpaid workers• the principle of equal opportunity• areas of volunteer involvement and the time commitment• occupational health and safety• if appropriate, the rationale for police and medical checks.

A volunteer policy should be written in consultation with:

• Management• Paid workers• Volunteers• End users/consumers• Other agencies or networks.

In addition to your volunteer policy you should also have:

• Principles of volunteering• A code of practice incorporating a statement of volunteer rights and responsibilities• A procedures manual which contains information on such things as reimbursement, insurance,

grievance procedures, health and safety regulations• Forms which have been developed to provide mechanisms to support the procedures set down in

the manual, eg travel reimbursement, insurance, incident, personnel and attendance forms

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Writing a Policy

When writing your policy the following should be taken into consideration:

• definition of volunteering• principles of volunteering• rights and responsibilities of volunteers• rights and responsibilities of volunteer involving agencies• model codes of practice

Definition of Formal Volunteering

Formal volunteering is an activity which takes place in not for profit organisations or projects, and isundertaken:

• to be of benefit to the community and the volunteer• of the volunteer’s own free will and without coercion• for no financial payment• in designated volunteer positions only

Principles of Volunteering

• Volunteering benefits the community and the volunteer• Volunteer work is unpaid• Volunteering is always a matter of choice• Volunteering is not compulsorily undertaken to receive pensions or government allowances• Volunteering is a legitimate way in which citizens can participate in the activities of their community• Volunteering is a vehicle for individuals or groups to address human, environmental and social needs• Volunteering is an activity performed in the not for profit sector• Volunteering is not a substitute for paid work• Volunteering respects the rights, dignity and culture of others• Volunteering promotes human rights and equality

Volunteer Rights

Unlike paid staff, volunteer staff are not covered by award conditions or work place agreements.Volunteers, however, do have rights, which the volunteer involving agency is responsible for providing.The following is a list outlining the rights of a volunteer.

Volunteers have the right:

• to work in a healthy and safe environment (refer Occupational Health and Safety Act[s]);• to be interviewed and employed in accordance with equal opportunity and anti discrimination

legislation• to be adequately covered by insurance• to be given accurate and truthful information about the organisation for which they are working• to be reimbursed for out-of-pocket expenses incurred on behalf of the organisation for which they

are working• to be given a copy of the organisation’s volunteer policy and any other policy that affects their work;• not to fill a position previously held by a paid worker


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• not to do the work of paid staff during industrial disputes• to have a position description and agreed working hours• to have access to a grievance procedure• to be provided with orientation to the organisation• to have confidential and personal information dealt with in accordance with the principles of the

Privacy Act 1988 (Privacy Amendment Act 2000)• to be provided with sufficient training in order to carry out the work

Volunteer Responsibilities

Volunteers have the responsibility to:

• be dependable. If unable to attend, give adequate notice and try to assist in finding a replacement;• be willing to undertake relevant training and orientation pertaining to tasks that are to be performed;• ensure that confidential information is respected and treated appropriately• be open to other points of view• seek assistance, guidance or information where necessary and receive constructive feedback as

appropriate• work as members of a team• report any incident to their supervisor that appears unusual• report any accident to their supervisor no matter how insignificant it may seem• use reasonable judgement in making a decision and check with their supervisor or leader if unsure• respect the rights, privacy and dignity of clients and fellow workers• deal fairly and impartially with all clients• employ necessary precautions to ensure the safety of both themselves and the client• abide by the rules and regulations of the agency

Volunteer involving agencies rights and responsibilities

Not only do volunteers have rights and responsibilities, but volunteer involving agencies also have rightsand responsibilities.

Agency Rights

Agencies have the right to expect volunteers to:

• be dependable. If unable to attend, give adequate notice and try to assist in finding a replacement• be willing to undertake relevant training and orientation pertaining to tasks that are to be performed• ensure that confidential information is respected and treated appropriately• be open to other points of view• seek assistance, guidance or information where necessary and receive constructive feedback as

appropriate• work as members of a team• report any incident to their supervisor that appears unusual• report any accident to their agency supervisor no matter how insignificant it may seem• use reasonable judgement in making a decision and check with their supervisor or leader if unsure• respect the rights, privacy and dignity of clients and fellow workers• deal fairly and impartially with all clients• employ necessary precautions to ensure the safety of both themselves and the client• abide by the rules and regulations of the agency


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Agencies also have the right to assess the capabilities of volunteers and say no to potential volunteers.

Agency Responsibilities

Volunteer involving agencies are responsible for providing:

• a healthy and safe environment (refer Occupational Health and Safety Act[s])• interviews and employment in accordance with equal opportunity and anti discrimination legislation• adequate insurance cover• accurate and truthful information about the organisation• reimbursement for out-of-pocket expenses incurred on behalf of the organisation• a copy of the organisation’s volunteer policy and any other policy that may affect the work of

volunteers• job descriptions and agreed working hours• access to grievance procedures• orientation, training and support• confidentiality and personal information dealt with in accordance with the principles of the Privacy

Act 1988 (Privacy Amendment Act 2000)

Standard One



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SAMPLE

Standard One

Volunteer Policy

Anglican Homes Volunteer Policy

1. POLICY

1.1 Formal volunteering is an activity which takes place in not-for-profitorganisations or projects and is undertaken:

• To be of benefit to the community and the volunteer• Of the volunteer’s own free will and without coercion• For no financial payment• In designated volunteer positions only

(Taken from Formal definition of a Volunteer, Volunteering Australia 2001)

RATIONALE: With the recruitment of caring and appropriate volunteersAnglican Homes will enhance the service provided by paid staff toresidents.

1.2 Anglican Homes recognises and places great importance on the valueand skills of volunteers. Volunteers may include members of families,parishes, schools, community groups and businesses.

1.3 Volunteers neither replace nor threaten the security of employment of paidstaff. Rather, volunteers support staff and residents by providing serviceswhich would otherwise not exist. Volunteers complement the functions ofpaid staff and enhance the quality of services provided by AnglicanHomes.

1.4 Volunteers are recruited in accordance with Anglican Homes procedures.

1.5 Volunteers are covered by personal accident and injury while undertakinglegitimate volunteer work for Anglican Homes.

Acknowledgement to Anglican Homes (Inc).


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Policies and ProceduresStandard One

Volunteer Recognition Procedure

[insert agency name]




[insert own communication sources]

“A climate of mutual trust, recognition and support for and between staff and volunteers will befostered.”

1. ____________________________________ will recognise the contributions made by volunteerstaff in the Annual Report, and the monthly Newsletter.

2. ____________________________________ will recognise the contributions made by volunteerstaff during National Volunteer Week, and International Volunteer Day.

3. Individual managers/coordinators will be responsible for acknowledging volunteer contribution andeffort through praise, encouragement, extra support, and additional training.

4. Volunteer staff at ____________________________ will be recognised with a certificate,presented by the Executive Director, or program Manager, after 3 months of service.

5. Volunteer staff will be formally acknowledged after one year of service. Acknowledgement willinclude an item such as ____________________________________________________

6. Volunteers will be recognised for specific training they have completed, and for significant andoutstanding service. The form of recognition will be the decision of the individual Manager.

7. Volunteer staff will have birthdays and other significant events acknowledged eg Manager willgive/send a birthday card.

8. Volunteers will be recognised as valued team members with opportunity to have input intodecision-making processes. This may take the form of written suggestions/feedback, verbalsuggestions, or special forums/meetings where volunteers are given the opportunity to providefeedback.

9. Volunteers will be kept up to date with developments and information about through the morningbriefings, the weekly bulletin, the staff noticeboard and __________________________

10. Upon notification of a volunteer leaving ________________________________________some form of recognition will be provided eg a card wishing the volunteer well in their futureendeavours. This can be given publicly on the volunteers last day. In the case of a volunteerleaving suddenly, a card can be forwarded on through the mail.

11. In the event of a volunteer leaving ____________________________________________an Exit Interview will be conducted. This interview will allow the volunteer to give feedback on theirvolunteering experiences at [insert agency name], and will provide the coordinator with anopportunity to thank the volunteer for their efforts and provide verbal recognition.


Acknowledgement to Volunteering Western Australia.

Standard Two

Management Responsibility

An organisation that involves volunteers shallensure that volunteers are managed within adefined system and by capable personnel withthe authority and resources to achieve theorganisation’s policy goals.


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Standard TwoManagement Responsibility

This is one of the most important standards to implement effectively. If management gives practicaleffect to the vision and direction set out in the organisation’s policies, then all other standards will fallinto place.


The intent of this standard is for the organisation to establish a management system that is capable ofeffectively implementing volunteer policy directions.

The standard allows an organisation to structure its management system in any way it sees fit, so longas the intent and requirements of the standard is met and the system is effective in producing goodoutcomes for volunteers and the customers of volunteers.

The requirements for this standard are basic to good management practice and include:

• establishing a management system that is able to meet all appropriate standards and has clear andunderstood lines of responsibility;

• ensuring that the system is able to identify and effectively manage any existing or potential areas ofrisk;

• defining who is directly responsible and has authority for implementing and maintaining themanagement system;

• fulfilling community expectations in areas such as the environment, ethical practices, accountabilityfor expenditure of public monies, public health and safety;

• reviewing the management system to ensure it is meeting the organisation’s policy objectives;

• ensuring that the management system is sufficiently resourced to enable it to function effectively.

*Standard 2: Management Responsibility

An organisation that involves volunteers shall ensure that volunteers are managed within a definedsystem and by capable personnel with the authority and resources to achieve the organisation’spolicy and goals


Management system

The organisation has an identifiable and defined system for managing volunteers.

The system for managing volunteers is the primary means by which volunteer policies areimplemented and maintained.

Means are established for ensuring that the volunteer management system conforms to therequirements of the National Standards that the organisation has deemed appropriate to itsoperations.

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Reasons are documented where the National Standards are not considered appropriate to theoperations of the organisation.

The organisation applies systematic risk management processes and practices to the task ofidentifying, analysing, assessing and monitoring risk for such areas as:

• Volunteer/customer dissatisfaction• Unfavourable publicity• Mismanagement• A threat to physical safety of volunteers/customers• Failure of equipment or computer systems• A breach of legal or contractual responsibility• Fraud• Deficiencies in financial controls and reporting• Effective methods are established to treat, avoid or minimise emerging or potential risks.• Lines of reporting and communication are clearly defined for all areas where volunteers are

involved

Authority and responsibility

The organisation has a designated manager with defined authority and responsibility to implementand maintain the volunteer program.

The authority and responsibility of the volunteer manager is documented and dated in a dutystatement. The duty statement should include:

• Key areas of responsibility• Decision making authority• Lines of accountability• Skills required (eg education, experience, training)

The organisation has determined the required level of competence, experience and training of thevolunteer manager.

The volunteer manager holds a position in the organisations overall management structure that is atan appropriate level considering the scope, nature and extent of responsibility.

The volunteer manager is involved in all organisational decisions likely to affect volunteers and thevolunteer management system.

Social responsibilities

The volunteer management system observes social and legal responsibilities to the community forsuch matters as:

• Conservation of the environment• Ethical and non-discriminatory management practices• Accountability for expenditure of public monies• Contributing to the knowledge base and general development of the volunteer sector• Public health and safety


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Social responsibilities to the community

Are reflected in the organisations volunteer policies

Reviews are conducted at appropriate intervals and appropriate actions taken

Management review

The organisation reviews the suitability and effectiveness of the volunteer management system atappropriate intervals. The review should typically include:

• Evaluations of the overall effectiveness of the management system in achieving its statedpolicies

• Evaluations of internal audits of key elements of the volunteer management system• Considerations for updating the management system in relation to changes in strategic direction,

resource allocation decisions, increased understanding of actual operations and improvementsmade in operating processes

The results, findings, and recommendations of the management review are:

Documented and brought to the attention of the organisations management

Records are kept and maintained

Resources

In order for the volunteer management system to be effectively implemented, maintained and reviewed,the organisation:

Allocates appropriate and sufficient resources

Allocates appropriate time to the volunteer manager

Has an identifiable budget

Involves the volunteer manager in the planning, negotiation and utilisation of the budget

Provides sufficient clerical, and administration resources and support

Has an established method for identifying and addressing the training and development needs of themanager

The volunteer manager has opportunities to access:

• Appropriate professional development and training• Relevant external learning and support networks


Acknowledgement to National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001.


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The Volunteer BudgetVolunteers are a cost effective means of providing quality service delivery. They must not be seensimply as a means of saving money.

As a manager of volunteers you should ensure that your organisation recognises the cost of volunteerinvolvement.

For example if the volunteer policy states that volunteers will be reimbursed for out-of-pocket expensesor travel, this should be substantiated in the budget.

Built into the budget, should be items such as:

Salary on costs (full or pro rata) for coordinator/manager/administrative support

• Rent• Telephone• Postage/printing• Stationery• Volunteer reimbursement/recognition• Insurance• Training• Equipment• Publicity/advertising• Catering

Support must come from the top for appropriate budget allocation if a volunteer program is to besuccessful.

IMPORTANT:Include provision in your budget for National Volunteer Week (second week in May) andInternational Volunteer Day, 5th December.

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Funding SourcesMany funding bodies, both government and private, have money available for community projects. Eachbody has its own guidelines for granting funding.

Directories of Funding Programs

The Grant Referral Directory is produced bythe Department of Local Government andRegional Development. It provides details ofgrants provided by State and CommonwealthGovernment and private sector information forregional and metropolitan communities, businessand local government.08 9217 1500www.dlgrd.wa.gov.au/assistance/assist.htm

The Australian Directory of Philanthropypublished by Philanthropy Australia Inc, is acomprehensive reference on sources of non-government funding in Australia. It includes:An index of organisations listed by fields ofinterestAccessible information about trusts, foundationsand corporate funds03 9620 0200www.philanthropy.org.au

Australian Grants RegisterThe Australian Grants Register is an A-Z ofAustralian Grants9228 0882www.grantsearch.com/book.html

GrantsLinkInformation on Federal Government grantprograms is available from GrantsLink which isan initiative set up to make it easier to findrelevant Federal Government grants forcommunity projects.1800 026 222www.grantslink.gov.au

State Government fundingprograms

The following state government agencies havegrant programs in keeping with their portfoliointerests.

LotterywestFunds a wide range of community projects08 9340 5270www.lotterywest.wa.gov.au

HealthwayProvides grants to health and researchorganisations as well as sponsorship to sport,arts, racing and community groups thatencourage healthy lifestyles and advancepromotion programs.08 9476 7000www.healthway.wa.gov.au

ArtsWA08 9224 7310www.artswa.wa.gov.au

Country Arts08 9481 0077www.countryartswa.asn.au

Department For Community Developmentwww.communitydevelopment.wa.gov.au

Department of Environmental Protection08 9222 7000www.epa.wa.gov.au

The Department of Indigenous Affairs08 9235 8000www.dia.wa.gov.au

Office of Multicultural Interests08 9426 8690www.omni.wa.gov.au


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Department of Racing. Gaming and LiquorGaming Community Trust Grants ProgramThe money credited to the Trust Fund is derivedfrom unclaimed winnings that are payable fromgaming and betting that have not been claimedwithin 12 months.Next round of funding is at the beginning of2004. Details will be posted on:www.rgl.wa.gov.au

Department of Sport and Recreation08 9387 9700www.dsr.wa.gov.au

Department of Training08 9325 9322www.training.wa.gov.au

Women’s Policy Development Office08 9264 1920www.wa.gov.au/wpdo

Youth Grants WA08 9476 2000www.youthaffairs.wa.gov.au

Federal Government Funding SourcesDepartment of Family and Community Services’Stronger Families and Community Strategy1300 653 227www.facs.gov.au

Other funding sources

A range of non-government and private sourcesalso exist. These include:

The Foundation for Young Australians focusesprimarily on the development andimplementation of strategic grant programsdesigned to effect positive, sustained change inthe lives of young people who aredisadvantaged.03 9670 5436www.youngaustralians.org

Myer Foundation works to build a fair, just,creative and caring society by supportinginitiatives that promote positive change inAustralia, and in relation to its regional setting.03 9207 3040

United Way (WA) Inc is a non sectarian, nonpolitical organisation affiliated to a host ofautonomous offices worldwide and is committedto helping a wide range of human and healthcare organisations throughout WA.08 9325 5505

In Western Australia, a number of serviceorganisations have funding available forcommunity projects:

• Apex• Lions International• Rotary International


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Categories of Receipts and Payments

Outlined below are the categories that Volunteering Western Australia uses for receipts andpayments. You may wish to use these categories, and add some of your own.

Salaries

Other staff costsSuperannuationWorkers compensationStaff trainingMileage

CommunicationsPostageTelephoneFaxAdvertisingPromotional materialSubscriptions

Services/contractsInsuranceLegal feesRentOther services/contracts

ConsumablesStationeryPrinting

General consumablesOfficeElectricity/gas

PurchasesPlant and equipment

Other payments

Funding grants

Membership

Donations

Saleable items

Training

Miscellaneous

Receipts Payments

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Standard Two


Management Responsibility

Risk managementEvery non-profit organisation faces a certain amount of risk, whether it’s ensuring the health and well-being of their volunteers or protecting their premises.

What is a risk?

Risk is virtually anything that threatens or limits the ability of a community or non-profit organisation toachieve its mission.

It can be unexpected and unpredictable events such as destruction of a building, the wiping of all yourcomputer files, loss of funds through theft or an injury to a member or visitor who trips on a slipperyfloor and decides to sue. Any of these or a million other things can happen, and if they do they have thepotential to damage your organisation, cost you money, or in a worst case scenario, cause yourorganisation to close.

What is a risk management?

Risk management is a process of thinking systematically about all possible risks, problems or disastersbefore they happen and setting up procedures that will avoid the risk, or minimise its impact, or cope withits impact. It is basically setting up a process where you can identify the risk and set up a strategy tocontrol or deal with it.

It is also about making a realistic evaluation of the true level of risk. The chance of a tidal wave takingout your annual beach picnic is fairly slim. The chance of your group’s bus being involved in a roadaccident is a bit more pressing.

Risk management systems

Setting up risk management systems is about preparing some written procedures to be put in place toensure you know what, how, and when action has been undertaken or is to be undertaken – and by whom.

While it is important that your risk management plan takes in as many possibilities as possible, it is alsoimportant that your system be easily understood by your management team. To be effective, it has to beworkable.

Risk management resources

Two comprehensive Risk Management resources have been published in 2003. For a step by stepguide to managing risk in your organisation, check out the following resources.

• Running the Risk? Risk management tool for volunteer involving organisations. Published byVolunteering Australia. Copies can be down loaded from www.volunteeringaustralia.org

• Can you risk it? An introduction to risk management for community organisations. Published by RiskCover, Insurance Commission of WA. Information can be obtained from www.icwa.wa.gov.au

• Helps Sheets on risk management are available from www.ourcommunity.com.au

Acknowledgement to www.ourcommunity.com.au


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Coordinators’ Network

The Coordinators’ Network provides coordinators and managers of volunteers theopportunity to discuss issues pertaining to volunteer management, and keeps the sectorinformed about developments within volunteering.

VisionStriving for excellence in the coordination and management of volunteer services.

MissionThe Coordinators Network will provide opportunities for coordinators and managers ofvolunteers to learn, share experiences and contribute to the development ofvolunteering.

Objectives1. Sharing of information and experiences, discussion and problem solving at a

strategic level.2. Involvement and influence in current developments affecting volunteering.3. Supporting each other in issues relating to the management of volunteers.4. The opportunity to have a collective and strong voice and provide feedback to VWA

and Government.5. Promotion of the Coordinators Network, and other VWA opportunities for

Coordinators and Managers of volunteers, at all levels.

Meeting times: 9.30 am to 12 midday

Meetings are held at Volunteering WA,City West Lotteries House

2 Delhi Street, West Perth WA

It is advisable to attend the Introduction to the Centre and a Principles, Policies andPlanning session before attending the Coordinators’ Network, as these sessions will giveyou a sound background to participate in the Network Meetings.

If you are new to your position as a coordinator of volunteers, or have not been to aCoordinators’ Network meeting before, and would like to attend, please [email protected]. Alternatively, to discuss any questions you may have, pleasephone (08) 9420 7288 and ask for Louise Weaver. An orientation to the Network will beorganised for you.


Standard Three

Recruitment Selection and Orientation

An organisation that involves volunteers shall planand have clearly documented volunteer recruitment,selection, and orientation policies and proceduresthat are consistent with non-discriminatory practicesand guidelines.

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This standard addresses the area that many organisations involving volunteers find the most difficult:that is, attracting and retaining volunteers.


The intent of this standard is to ensure that the process of recruiting volunteers (1) is non-discriminatory, (2) is controlled in terms of following established procedures, and (3) meets the needs ofboth volunteers and the organisation.

The standard is based on the premise that a planned and systematic approach to recruiting andselecting volunteers will provide the organisation with the best possible basis for attracting and keepingthe optimum number of effective volunteers.

Specifically, the standard requires that an organisation:

• plans its volunteer recruitment and selection strategies based on the collection and analysis offactual data

• handles all expressions of interest in volunteering in a non-discriminatory and expeditious manner

• properly informs potential volunteers about the organisation, including how and to whom applicationfor a volunteer position can be made

• develops appropriate procedures to screen applicants and control the selection process

• provides volunteers with an orientation program as soon as possible after joining the organisation

Taken from National Standards for Involving volunteers in not for profit organisations Volunteering Australia, 2001.

STANDARD 3: Recruitment, Selection and Orientation

An organisation that involves volunteers shall plan and have clearly documented volunteerrecruitment, selection, and orientation policies and procedures that are consistent with nondiscriminatory practices and guidelines.


Policy and planning

The organisation has a written policy on the recruitment, selection and orientation of volunteers. Thepolicy should cover:

• Objectives and rationale for recruiting, selecting and orientating• Volunteers are recruited in designated volunteer positions• Compliance with equal employment opportunity principles and practices, including advertising

material

The responsibility and authority for implementing and maintaining the policy is clearly designated.

Standard ThreeRecruitment Selection and Orientation

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Information is collected that is relevant to planning for volunteer recruitment and selection. Examplesof this information include:

• Optimal number of volunteers the organisation wishes to recruit and can effectively manage atone time

• The nature of the work and the positions to be held by volunteers• The knowledge, skills and attributes required of volunteers to perform the work• Potential sources and methods of recruitment, and the relative effectiveness of each• Alternative methods of advertising for volunteers• Other options for applicants not selected for volunteer positions• Legal requirements to be met (eg equal opportunity)

Information collected is analysed and used to assist in planning and implementing volunteerrecruitment and selection strategies.

The organisation has:

A contact person responsible for dealing with initial volunteer position inquiries.

The contact person is appropriately trained to respond to inquiries.

All inquiries from potential volunteers are acknowledged.

Relevant material is distributed in response to inquiries. Examples of this material includes:

• Details about the organisation (mission, purpose etc)• Types of volunteer positions available and the nature of the work• An application form (if applicable)• The knowledge, skills and attributes required• Clear instructions on how, when and where to apply• Name and telephone number of the contact person

Appropriate procedures are developed and maintained to screen the suitability of applicants forvolunteer positions.

Documented selection criteria are developed for each volunteer position.

Procedures are established and maintained to control volunteer selection. Examples of proceduresinclude:

• Developing and reviewing selection criteria• Determining who should conduct interviews• Dealing with participants who do not meet the criteria for positions• Following up personal references• Checking credentials• Making the selection decision• Advising successful and unsuccessful applicants• Referring unsuccessful applicants to appropriate alternative avenues to pursue other volunteer

work• Handling and storing application and selection documentation• Evaluating the recruitment and selection process


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Provision is made for volunteers to undergo police checks prior to undertaking work that involvesdirect and unsupervised contact with vulnerable members of society.

Appropriate procedures are established and maintained for carrying out these police checks.

Volunteer orientation

The organisation provides an orientation for newly appointed volunteers. An orientation may typicallycover:

• The organisation’s mission, goals and activities• The organisation’s commitment to the definition and principles of volunteering, the rights of

volunteers, the model code of practice for organisations involving volunteers, and the nationalstandards for involving volunteers

• The role, functions and responsibilities of volunteers• The structure of the volunteer management system• Relevant operating policies, procedures and work forms• The lines of authority, accountability and communication• An introduction to risk management and health and safety issues• Legal and statutory requirements• Introductions to other volunteers and staff• A guided tour of the building, site or office as appropriate• Confidentiality and customer rights• Volunteer training calendar or timetable• Familiarisation with volunteer amenities, work conditions and entitlements

The orientation of volunteers includes an information package that covers all key aspects of thevolunteer management system appropriate to volunteers.

New volunteers receive the orientation program as soon as possible after recruitment to theorganisation.

Responsibility and authority for the planning and implementation of volunteer orientation is clearlydesignated.



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Recruitment of Volunteers

Process

• Identify need for volunteers• Identity the motivators you can satisfy• Prepare the Job Description• Write the Catch Phrase• Advertise and publicise• Interview, Screen and Select• Place and Match• Orientate and Train• Review and Evaluate

Recruitment Planning

Only when the program has been planned and has the support of paid staff is it time to commence arecruitment drive. Ensure that dates for interviews and advertising, for example, are agreed by allinvolved.

Organisations vary in the way they recruit volunteers. Some have specific recruitment drives conductedat regular intervals, whilst others take on new volunteers continuously. Each has its advantages anddisadvantages. Choose the one that best suits your organisation, your resources and the sort of peopleyou want to attract.

When to Recruit

When specific needs and skills have been defined the active recruitment of volunteers can be initiated.Some points to consider about timing are:

• Recruit when paid staff and regular volunteers are free to assist the new volunteers

• Don’t attempt to recruit when things are going badly – more new people only add to existing stress

• Recruit at the right time for your target group, for example, the time of year, prevailing weatherconditions, or school holidays will impact on their willingness to become volunteers

Where to Recruit

The position description should provide an indication of the needs, interests and motivations of thepeople you prefer to attract – your target group. This can help you locate where your target group maybe found. For example, young people can be found through schools, youth clubs, TAFE colleges anduniversities; unemployed people can be reached through the Centrelink and Job Network programs; anda special interest group can be contacted through an appropriate newsletter, or SkillsBank atVolunteering WA.

The mass media is often best used to promote the services you offer but it can be effective in recruitingvolunteers in a general way. Take care when dealing with the media as often the information you submitmay be severely edited and the context of the story altered by the time it goes to press.


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Acknowledgement to Volunteering NSW.

Local newspapers are usually helpful with free publicity if it can include a public interest story involvinga local resident. Popular magazines can also be persuaded to write human interest articles for publicitypurposes.

Radio and television stations often provide short community service announcements and areencouraged to provide community access.

Local publicity can be gained from local shop windows, libraries, school notice boards, supermarketboards, doctors, dentists, banks, community health centres, etc. A small poster with an eye catchingmessage in simple appealing language will attract prospective volunteers to take a closer look andfollow up.

Word of mouth is still one of the best methods of attracting people, therefore the best recruiters areenthusiastic staff and happy volunteers, as well as satisfied service users.

Volunteer Referral Agencies or Volunteer Centres in your locality assist your recruitment drive.

The Advertised Message

Your message to attract volunteers has to compete with the large quantity of information that we are allsubjected to every day. Getting the message across has become an art form. Private enterprise andgovernment services spend a great deal of money developing messages that will gain our attention.

• Have a short catchy phrase to attract attention• Appeal to the target group• Be very specific, stating exactly what is required• Indicate possible benefits to the volunteer (ie What’s in it for me??)• Avoid “Help” and “Desperate” tones in the message and riding on guilt; use a light touch• Provide a contact name, address and telephone number for inquiries

Preparing for the Response

All the very best planning and advertising can go awry if the first person the prospective volunteerspeaks to in your organisation, knows nothing or little of your recruitment drive, or is unable to providethe information required.

Ensure that you have information ready for those who are likely to answer the telephone or receivecallers. Make sure that a suitably trained person is responsible for dealing with initial volunteer positioninquiries. A recruitment kit complete with information relating to the organisation, an application formand job description can be posted out to applicants.


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Adverts in a NutshellFirst principles: Before you advertise, think about why someone would want to volunteer for you andwho you need to attract. Be clear about the role that volunteers play in your organisation.

Short but sweet: Provide enough information to interest people but keep it short enough to maintaintheir attention.

Explain the need: Start with a ‘statement of need’ that tells people about your work and why it isimportant – rather than focusing on your need for volunteers – this makes potential volunteers stop andthink “somebody should do something about that”.

Avoid jargon: Give details of what you want your volunteers to do in a clear and accessible way. Termslike ‘advocate’, ‘support worker’ and ‘befriender’ can be confusing if they’re not explained. People aremore likely to come forward as volunteers if they can see themselves in the role.

What’s in it for me?: Sell the role by describing how a new volunteer will benefit. This might includemeeting people, having fun, receiving training, gaining work experience.

Dispel fears: You’ve got their interest this far but they still may have some doubts. All sorts of thingscould be going around in their heads: “But I don’t know anything about computers”, “It could clash withmy other commitments”.

You can reassure people by explaining, for example, that you don’t need previous experience, that costsof food and travel are covered, that you welcome people from all sections of the community and thathours can be flexible.

Acknowledgement to Volunteering, Number 80, August 2002


Standard Three



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Writing a Media ReleaseA media release is still one of the most effective ways of informing the media when you want to makean announcement or tell them about something you would like them to report. Once you have decidedto communicate your news by writing and distributing a media release, make sure your news item isrelevant to the newspaper, magazine, radio or television station you want to cover it.

There are no set rules for preparing a media release, but there are some guidelines that will help youand the journalists.

When writing the media release:

• Make sure you include the most newsworthy information in the first paragraph, the “lead” paragraph.Yours could be just one of hundreds of media releases vying for attention in a busy news room. Youhave to grab the attention at the start or they may not read on.

• Expand on the story in the following sentences, putting the least important information last.

• Make sure you cover the essential points. Check that you cover the who, what, where, when, whyand how of the matter you want reported.

• Make sure your facts are right - and that you spell people’s names correctly as well as providingtheir title and position.

• Use short sentences and short paragraphs. Use simple English and avoid jargon.

• Attribute all statements to someone who has the authority to speak on the matter and includequotes from people involved.

• Include a contact name and telephone numbers, including an after-hours number. Remember thatjoumalists do not work a standard working day and may need to speak to someone at the weekendor in the evening.

• Make sure the contact person can be contacted and is informed – it is no good giving a contactnumber for someone who does not answer their phone or does not have the authority or theknowledge to speak about the information in the media release.

• Do not stress over trying to put a clever heading on a media release. Simply summarise the releasein a few words such as “Volunteer wins national award”. The magazine or newspaper sub editors willput their own headline on any story that is published.

• Put the date on the media release.

• If the media release is longer than one page, identify this at the bottom of the first page and the topof the second page.

Acknowledgement to BLOW YOUR OWN TRUMPET! A publication of Volunteering Western Australia and Mills Wilson, 2002.

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Standard Three



The importance of defining areas of responsibility forvolunteer positions

Recruitment Strategy

Central to the successful recruiting strategy of any agency is the development of responsibility areasthat will attract the right people into the organisation – and help keep them there.

A carefully constructed position description ensures that the aims and objectives of the program arebeing met. It also protects the rights of the volunteer.

Unlike paid workers, volunteers do not work under an award system, neither do they enter into anagreement based upon the provision of labour for a prescribed payment which is protected by law.

They often do enter into a contract with an agency where they agree to perform certain tasks which areof benefit to the agency. Unless these tasks are formally written into a clear and concise statement ofresponsibilities, the agreement between agency and volunteer is open to misinterpretation.

Benefits to Agency and Volunteers

Bring a group of managers/coordinators of volunteers together in a workshop and within minutes theycan develop a list of a dozen or so reasons why position descriptions are essential to successfulvolunteer involvement.

The volunteer brief will:

• set minimum sandards for the program• serve as a reference point for the volunteer who may be subject to the demands of a busy agency• put the volunteer in a position to make informed choices and have redress if something goes wrong• protect the rights of the client/consumer group• allow consumer/client input into the program• protect the agency from criticism of exploitation or discrimination• be a useful tool to bring into the agency skills to ensure that the agency can meet its objectives

The statement of areas of responsibility should include the following basic elements:

• a description of the placement objectives• skills and qualifications, essential and desirable• key areas of responsibilities and duties

It should also clarify organisational relationships, answering questions such as:

• who is the volunteer supervised by/ accountable to?• does the volunteer supervise other volunteers?• does the volunteer liaise with others in the organisation?

The brief should also spell our the conditions of the position:

• days and times required• training requirements

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Standard Three



In summary

The statement of responsibilities should be a concise document which is compatible with the overall aimof the program. It should be written to comply with relevant Equal Opportunity and Discrimination Actsand serve as a focus for the protection of the agency and the volunteer.

Acknowledgement to Volunteer Centre of Victoria Volunteer Information Kit

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Information Kits for Potential VolunteersWhen potential volunteers approach your agency, it is important to acknowledge all inquiries and outlinethe process for which volunteers are recruited.

This may involve having a brief discussion with the potential volunteer on the phone, taking some oftheir details, and following up the phone call by sending the interested person an information kit aboutyour agency.

Your “information kit” should contain relevant material about your agency and the services you provide,and enable the interested person to assess whether they would like to be a part of your volunteer team.

An Information Kit may contain the following material:

• An introductory letter, giving the name and contact details of the contact person for volunteers

• Information about your organisation (mission, purpose) – this may be in the form of aflier/leaflet/newsletter

• The types of volunteer positions that are available and a summary of what each position entails

• The potential benefits of volunteering with your agency – the What’s In It For Me? details

• Instructions on the application process – you may have a summary about how to apply for avolunteer position, when and where to apply

• An application form

• Details about the interview/screening process – does the applicant need a Police Clearance,references and so on

• A copy of the rights and responsibilities of volunteers and agencies recruiting volunteers

Remember, your Information Kit is a very useful promotional tool for your agency. Try to make it asinformative as possible, but take into consideration that the information you provide should be easy toread and understand. You do not want to put a prospective volunteer off by making it toocumbersome/difficult for them before they commence volunteering.

Standard Three



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Standard Three



Acknowledgement to Volunteer Management: A Resource Manual, Volunteering SA, 1993, 1998

Interviewing Volunteers – Getting it RightInterviewing potential volunteers for a position is an important part of your screening process. It givesthe coordinator and the volunteer an opportunity to discuss the agency, the position, what will beexpected of the volunteer, and what the volunteer expects to get out of their volunteering (ie theirmotivations).

The process may vary depending on the number of positions and number of applicants and your owntime frame. However, there are some essential elements to conducting an effective interview. Use theprocess outlined below to guide interviews. Prepare some guidelines for interviewing and do not hesitateto ask for references, work history or evidence of qualifications. As a manager of volunteers you areacting in the best interests of the organisation, consumers/clients and existing staff.

Preparing for the Interview

Arrange an interview time that is convenient for you, as well as the potential volunteer. Try to make surethat you will not be interrupted during the interview, so that you can focus all of your attention on theperson. Have an outline of the information that you need to discuss with the potential volunteer, as wellas any documentation/forms that need to be completed during the interview. You may like to have a listof questions that you would like to discuss.

For many people, attending interviews can be very stressful. Try to make the person feel as comfortableas possible, and take into consideration that they may be nervous, and that it has taken a lot of courageto take this first step into volunteering. Try to be aware that the interview is going to leave individualswith lasting impressions of your agency, so it is important to provide them with a positive experience.

The process

1. Welcome the volunteer. Introduce yourself and explain your role. Begin to establish rapport.

2. Discuss information such as the volunteers interests and skills, experience and time availability.

3. Discuss the volunteers needs and aspirations ie their motivations for volunteering (please note: avolunteers motivations can change over time so it pays to periodically discuss these)

4. Provide details about your agency and what the position entails. You may like to provide informationabout training opportunities and other benefits of the position.

5. Make a mutual decision regarding the outcome of your discussion.

6. Make further arrangements as appropriate. (ie orientation and start date)

7. Summarise the interview and reinforce the decision that has been made (NB: not every person youinterview will be appropriate to the position, and therefore it is a good idea to be prepared withinformation to help the volunteer to access other opportunities). You may wish to provide them withinformation about Volunteering WA, or suggest another agency that would suit them better.

8. Farewell, show appreciation for the individuals interest.

9. Complete any relevant documentation.

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Standard Three



Interviewing

When interviewing applicants for a volunteer position, the Equal Opportunity Laws (as in a paidposition) should be taken into consideration. Questions should be non discriminatory, and relevant tothe position. A rule to remember is: if you would not feel comfortable answering the question, youshould not be asking a potential volunteer to answer such a question during the interview.

Such questions would be in relation to: sexuality, religious preferences, social pursuits (ie drug taking),and personal information not related to the volunteer position or the agency.

In some instances, the above mentioned may be important to the volunteer position. For example, if youare an agency that works with gay and lesbian individuals, a requirement may be that the volunteer isalso gay or lesbian. Another example may be that a minimum age is required to carry out the volunteertasks. For example, a volunteer driving position would require the person to be at least 17 years old.

Your agency may have a policy which ensures that volunteers from all sections of the community areencouraged to be involved. Discuss and agree within your agency that you want to encourage allvolunteers, regardless of their race, gender, disability, sexuality, or marital status, and then decide theways in which you will make sure that this happens.

Interviewing: how to say no• Paralleling the paid workforce, structures need to be in place before you interview a volunteer for

any position within your organisation.

• The interviewer spearheads the recruitment process and needs to thoroughly understand thephilosophy, aims and objectives of the organisation and adhere to policy in the selection andplacement of volunteers.

• The interviewer must think through the skills and attributes needed for the volunteer to become asuccessful team member within the organisation.

• Be quite clear why you may not accept the services of one person and recruit another for aparticular placement. This is best done with a particular role in mind for the volunteer. A highlyskilled volunteer is a short-term prospect if there is no real assignment.

• Volunteers whose skills do not match the needs of your organisation should be redirected. Theyshould be informed of the reasons in the best possible way to help them find an appropriatealternative. Volunteer Referral Services are useful in this process.

• During the interview, the volunteer needs to be informed of the selection process. In this way,refusal of the volunteer can be achieved within a framework of dignity and honesty, and an agreedalternative found.

• Build a review process or probationary period for new volunteers. This will act as a safeguard if thevolunteer has not been placed appropriately.

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Pre-employment/Pre-placement ChecksThe Volunteer Centre of Western Australia promotes the principle that all organisations have a duty ofcare to the constituents they serve and to their volunteers. Any volunteer in a position of direct client orpatient contact, should be subject to rigorous assessment of suitability including pre-employment/preplacement checks.

Volunteer Referral does not encompass the screening process required by individual agencies, exceptas stated by the agency in the description of the Volunteer Position listed on file.

It is the responsibility of agencies to screen volunteers according to individual stated policies.

Policies may include the following checks as required by some agencies, funding bodies, insurancepolicies, or other governance factors:

Proof of Identity

Sighting of original documentary evidence of identity such as birth certificate, current passport ordrivers licence. At least two documents should be sighted and cross checked.

Qualifications

Original documents must be sighted. Overseas documentation can be verified through the NationalOffice of Overseas Skills Recognition (NOOSR), GPO Box 1407, Canberra City, ACT 2601, Telephone:1800 020 086.

Referee Checks

Thorough referee checks must be carried out for any person who is to be employed, paid or unpaid. Aminimum of two referees are to be contacted personally.

Work History

It is important to check that a person’s job application discloses a complete work history. This is toensure that the applicant has not been dismissed from a position because of any misconduct (this is tobe checked with referees) if there are unexplained gaps in the work history. If there is some concernthat the applicant has not disclosed a prior job, then this must be investigated and discussed with theapplicant.

Police Checks

Police checks are conducted by the Police Department of Western Australia on payment of a fee. Theyconsist of information recorded against an individual, including all criminal offences and any outstandingwarrants. Prior to any offer of employment or placement being made, in a direct client/patient contactposition, a police check should be completed for the applicant. The applicant must consent to thepolice check being completed by signing the “Consent to Criminal Records Check” form and be madeaware that the check will only be conducted if he/she is to be offered a position. The cost of such acheck should be born by the agency requiring it and therefore must be provided for in budget estimates.

Acknowledgement to Volunteer Centre of Victoria Information Kit.

Standard Three



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National Police ChecksNot-for-profit agencies will often put strategies in place that help then to manage the risk that is involvedwith working with vulnerable people or in positions of financial risk. One risk management strategy iscriminal record checks and there are two ways of doing this

National Police Check

The "National Police Checks for Volunteers" is a pilot program that commenced on 1 July 2003.Registered agencies will request the volunteer to complete part of the "Application for NationalVolunteer Police Check" form and provide proof of identity. The agency will then complete the form andemail it to the WA Police Service. The Service will provide a response to the volunteer agencyconfirming whether the volunteer has a ‘Record" or "No Record". This pilot program will not reveal anyother information regarding the record. Volunteer agencies will need to decide what action is to be takenif a "Record" is received in accordance with their own risk management practices.

The WA Police Service will bill the volunteer group at $10 per check.

To participate in this scheme the volunteer agency must be a not-for-profit organisation, a WA parentbody, not a sub-branch and must not be a government body (Federal, State, or Local). If the group doesnot fit these criteria or is not registered, it will not be able to request a National Police Check and analternative risk management procedure is for the volunteer to request a National Police Certificate. Moredetails are available from www.volunteering.communitydevelopment.wa.gov.au.

National Police Certificate

This is issued upon application by an individual paying a $41 fee. A National Police Certificate lists anindividual’s disclosable offence, recorded in any Australian police jurisdiction. If you require thiscertificate, you must apply in person at your local police station and provide suitable identification, asdetailed on the application form. Telephone inquiries concerning the criminal history of either yourself oranother person will not be accepted. The WA Police Service does not process applications for aNational Police Certificate from persons who reside overseas or interstate. In these circumstances,applicants from overseas must apply to the Australian Federal Police (AFP). Further information andapplication form can be obtained on the AFP website, whilst interstate applicants must apply to theirrespective police jurisdiction.

State Traffic Certificate

A Traffic Certificate will list your disclosable traffic history, recorded by the WA Police Service. There iscurrently no provision for the issuance of a National Traffic Certificate. If you require the State TrafficCertificate, you must apply in person at your local police station and provide suitable identification.

Application for a Traffic Certificate form attract a fee of $13.75.

Further enquiries may be directed to:

The Information Release Manager5th Floor, 565 Hay Street, Perth WA 6000Tel; 9268 7754 Fax: 9268 7664Email: [email protected]

Standard Three



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Standard Three



Spent Convictions

Under the provisions of section 7(1) of the Spent Convictions Act 1988 only "lesser convictions" can bespent be the WA Police Service, after a time period of 10 years plus any term of imprisonment that mayhave been imposed (see application form for further restrictions). A lesser conviction is one for whichimprisonment of 12 months or less, or a fine of less than $15,000 was imposed.

All other convictions, such as "serious convictions" applicable under Section 6 of the Spent ConvictionAct 1988 can only be spent by applying to the District Court.

Applications to have "lesser convictions" spent must provide suitable identification and have detailsconfirmed by a suitable witness (see application form for further details).

All applications must be on the official form and can be lodged at any WA Police Station or mailed tothe address shown below. No application fee is applicable

Application for Certificate That Lessor Conviction is Spent Form

Applicants applying to have lessor convictions" spent should not apply for a National Police Certificateuntil confirmation has been received that their convictions have been spent.

Further enquiries may be directed to:

The Officer In ChargeOffender Information Bureau2 Adelaide Terrace, Perth WA 6000Tel: 9222 1231Fax: 9222 1637Email: [email protected]*Current as of 12 February 2003

Acknowledgement to WA Police Department website www.police.wa.gov.au

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OrientationProviding new volunteers with an orientation to your agency will welcome volunteers and help them tofeel part of the team, as well as giving the coordinator the opportunity to provide a general picture ofthe agency, the program, the position and the staff.

The orientation process and format will vary from agency to agency. Some agencies may provideindividual orientations, whilst others may conduct orientations in a group. The time taken to provide theorientation will also differ.

Although the format, length of time taken, and the way the orientation is presented may vary, theinformation that is provided will be similar. Orientation may cover information about the following areas:

The organisation:HistoryMission and aims – purpose of individual programsOrganisational structurePolicies and procedures

The volunteer:Information channels – what they are and how they workExpectations of agency and volunteerDetails about support, supervision and trainingInsurance informationReimbursementPersonal work space and equipmentThe position requirementsInternal procedures such as parking and transport, lunch facilities, toilets, phones and officeequipmentTour of premises/ building

Introductions:Executive DirectorPaid staffVolunteer staff

Occupational, health and safety issues:Emergency exit location and muster areaFirst aid locationIntroduce to Fire Warden and OH&S representativesFire protection

Policies and Procedures:Codes of PracticeGrievance ProcedureEmergency Procedure

Agreements:Agreements to be signed

Standard Three




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Acknowledgement to Carer’s Association of WA.

Recruitment

Carers’ Association of Western Australia Inc: Policy andProcedure Manual Section 13: Volunteers

All volunteer positions will be advertised with Volunteering WA and other appropriateavenues such as the ‘Carers in WA’ newsletter, Carers WA website, newspapers,radio etc

Resource Centre Volunteer ProgramIndividuals applying for Office and Administration Volunteer work will be required toattend an interview with the Information and Education Manager. Prior to theinterview, the volunteer will complete a Volunteer Application Form outlining theirskills, interests and work preferences. During the interview the Information andEducation Manager will discuss the volunteer’s application and complete a VolunteerInterview Form summarising the volunteer’s responses.

“Linking Together” Volunteer ProgramAll individuals applying for a place supporting carers will be required to:

1. Complete a “Linking Together” Volunteer Application Form prior to acceptance foran interview. This asks the potential volunteers to outline their skills, abilities andknowledge as related to the support of carers. Alternatively, potential volunteersmay have been assessed and referred via Volunteering WA.

2. Attend an interview with the Volunteer Support Program Coordinator uponsuccessful shortlisting for the program. The coordinator will ask the applicant arange of relevant questions, discuss the applicants’ application and the positionrequirements, and complete a Volunteer Interview Form summarising theapplicants’ responses.

Relevant attachments:Resource Centre Volunteer Application Form 13.3(a)GenVolAppForm“Linking Together” Volunteer Application form 13.3(b)LTVolAppForm“Linking Together” Interview Form 13.3(c)LTIVForm


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Job Description for a Volunteer Program Manager

Position title: Volunteer Program ManagerResponsible to: Executive Director

Broad purpose of the position: To promote, develop and maintain a high quality volunteerprogram, with volunteers and paid staff working in collaboration to achieve organisational goals.

Qualifications: Tertiary qualifications and experience in human resource management isessential. Diploma of Volunteer Management and experience in working with volunteersdesirable.

Special conditions: Some out-of-hours work may be required.

Duties:1 Responsible for the day-to-day direction, development and management of all services

provided by volunteers.2 Promote the program and ensure that volunteers are carefully selected, orientated, trained,

supervised and supported to ensure the provision of high quality services.3 Develop policies, communication structures, information systems and management

procedures to ensure volunteers work productively and harmoniously with paid workers,keeping in mind the interests of all stakeholders involved.

4 Liase with sectional managers to encourage appropriate volunteer involvement andsupport within their areas of responsibility.

5 Arrange for regular appraisal of individual volunteer performance and the program as awhole.

6 Develop rosters, and maintain records of services provided and hours contributed byvolunteers.

7 Ensure that volunteer policy and practice guidelines are regularly reviewed.8 Provide regular reports to the Executive Director on the volunteer program, including

recommendations for future developments or improvements.9 Prepare a budget for the program, and ensure expenditure is kept within the approved

costing.10 Ensure workplace arrangements are put in place relating to: occupational health and

safety, legislation requirements such as equal opportunity, adequate insurance cover,reimbursement of out-of-pocket expenses

11 As a member of the Board of Management, assist in the process of policy developmentand decision making, and implement procedures in line with decisions made.

12 Keep abreast of wider issues relating to volunteering through attendance at networkmeetings of volunteer program managers and at conferences or training courses/sessions.

13 Liase with the media in promoting the program, and when called upon, address publicforums regarding the contribution of volunteers, as necessary.

14 Perform other duties in line with overall responsibilities as necessary.

SAMPLE

Acknowledgement to Volunteer Management, an essential guide. Joy Noble and Louise Rogers. 1998


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SAMPLE


Policy on Police Certificates

The agency will inform all prospective applicants for paid or volunteer positionsthat they will be required to provide a satisfactory National Police Certificate.

The expense for the police certificate will be reimbursed by the agency only ifthe recommended candidate is subsequently appointed as an employee orvolunteer.

If the successful applicant has resided overseas the applicant will be required tosupply a similar police certificate from the relevant jurisdiction. These costs willalso be reimbursed if the recommended applicant is subsequently appointed.

If the recommended applicant has any recorded criminal convictions, theExecutive Director will make a determination as to whether the specifiedconviction would be likely to place the clients of the agency at any risk orbreach the agency’s duty of care obligations.

This determination will be based on:

• whether the conviction has been for an offence which directly relates to theduties

• whether the position being sought would offer unsupervised opportunities fora similar offence to take place

• whether the offence has occurred recently

• whether there are single or multiple convictions

• whether the conviction(s) reflect generally on the suitability of the person tobecome an employee or volunteer with the agency


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SAMPLE


Acknowledgement to Kwinana Home Support Service – CVS.

Acknowledgement Letter

Saturday, August 3, 2002

ref: CVS29-LE-

PO Box 1854Canning Vale Western Australia 6970

Dear Ann,

Re: Community Visitor Volunteer

Thank you for your interest in becoming a CVS volunteer.

As requested I have enclosed:• A brochure regarding CVS volunteers• Application form• Position description• A brochure about Kwinana Home Support Service

Could you please fill in application form and return in enclosed stampedaddressed envelope. On receipt of your application I will contact you to arrange aninterview.

Thank you for your interest and I look forward to hearing from you.

Yours faithfully,

Ann GCommunity Visitors Scheme Coordinator

Mobile:E-Mail:


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SAMPLE


For insurance purposes

Volunteer Registration Form

Anglican Homes values its volunteers and we thank you for your interest in our Volunteer Service.The information you provide in this form is required for insurance purposes for all Anglican Homesvolunteers. Please complete the form and return it to the Coordinator of Volunteers. Theinformation you have given about yourself will assist the Coordinator of Volunteers to utilise yourskills and experience and place you in a volunteer position that will match your experience andabilities.

Privacy Statement in accordance with the Privacy Act – Information collected is for the purpose ofproviding a volunteer service to Anglican Homes only. No personal information is used or disclosedto other parties. All information is securely stored. Statistical non-personal information may beutilised from time to time.

1. Personal details

Mr/Mrs/Miss/Ms/Reverend/Sister/Dr: (Please Circle) First Name(s) ______________________

(Preferred Name): __________________________ Surname: __________________________

Address: __________________________________________________ Postcode: __________

Tel (bus)________________________________ Tel (a/h): ______________________________

Mobile: ________________________________ Fax: __________________________________

Place of Birth: __________________________ Date of Birth: __________________________

Are you a permanent resident of Australia? ______ If not, when does your visa expire? ______

Next of Kin or Person to contact in an emergency

Name: ____________________________________ Relationship: ________________________

Emergency contact phone number: (home): ____________________ (bus): ______________

How did you find out about Anglican Homes Volunteer Service? ____________________________

Education Background: ____________________________________________________________

______________________________________________________________________________

Current/Previous Occupation:________________________________________________________

______________________________________________________________________________

Hobbies and Interests: ____________________________________________________________

______________________________________________________________________________

Are you at present under any Mutual Obligation scheme(s) with Centre Link? ________________


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SAMPLE

Volunteer Registration Form cont’d

2. LocationAnglican Homes is able to offer a wide choice of volunteer positions in different locationsthroughout Western Australia. Included with this registration form is a copy of the map indicatingthe locations of Anglican Homes facilities. Please advise us in which area(s) you would prefer tobecome a volunteer.

Preferred Locations________________________________________________________________

3. AvailabilityWhich days/times are you available for volunteering?

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Morning

Afternoon

Evening

4. Type of volunteer activity preferredWhat type of volunteer tasks would you prefer to undertake?

1st Choice: ______________________________________________________________________

2nd Choice:______________________________________________________________________

3rd Choice: ______________________________________________________________________

5. Health informationDo you have any physical limitations or are you under any course of treatment, which might limityour ability to perform certain types of activities? Yes No

If yes, please describe ____________________________________________________________

______________________________________________________________________________

6. Volunteer drivers (to be completed by volunteer drivers only)Yes No

(1) Drivers Licence Number ________________________________________________________

(2) Class of Licence ______________________________________________________________

(3) State or Country of Issue ________________________________________________________

(4) Date of Expiry ________________________________________________________________


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SAMPLE

day day

day day

Acknowledgement to Anglican Homes (Incorporated)

Volunteer Registration Form cont’d

7. RefereesPlease provide the names of two people who would be willing to speak on your behalf. Thereferees may be a friend, a parish priest, a current or former employer, work colleague or aneighbour etc. We request that the referees are not relatives. Contactable daytime telephonenumbers of your referees would be appreciated.

Referee 1. Referee 2.

Name: __________________________________ Name: ________________________________

Relationship: ____________________________ Relationship: __________________________

Telephone No.: ____________________________ Telephone No.: __________________________

Mobile No: ______________________________ Mobile No: ____________________________

PLEASE NOTE:During registration procedures you will be asked to complete a Federal Police Clearance Form.The cost will be met by Anglican Homes. You will also be requested to provide some form ofidentification, which will be photocopied. e.g., Drivers Licence or Passport. Should we be advisedby the Federal Police Department that disclosable court outcomes are revealed your placement, asa volunteer for Anglican Homes will be reviewed.

All Anglican Homes volunteers are subject to a trial period. The duration of the trial period will bediscussed during the interview. On completion of the trial period, the compatibility of the volunteerwith the volunteer position will be reviewed.

8. DeclarationI confirm that I have read, accept and agree to abide by Anglican Homes Mission, Values,Philosophy of Care and Code of Conduct for Staff and Volunteers detailed overleaf. I confirm thatthe information provided in this Registration Form is correct to the best of my knowledge.

(Printed Full Name – CAPITALS) (Signature) (Date)


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SAMPLE

Acceptance Letter

Dear (Volunteer name),

Kwinana Home Support wishes to offer you the position of a volunteer. You will beplaced on a three month probationary period. You must provide a police certificateand a medical certificate within the first two weeks of volunteering with KwinanaHome Support. This is to be done at your own cost. After a three month probationyou will be reimbursed for your police clearance costs. You will then be issued apermanent badge and a tee-shirt.

Confirmation of your appointment will be subject to the successful completion ofthe three months probation period. Please sign the letter and the copy of your dutystatement and return them to the Volunteer Coordinator as confirmation of youracceptance of this offer.

We look forward to working with you at Kwinana Home Support Service.

Chairman Volunteer Coordinator Volunteer

Date: Date: Date:

Acknowledgement to Kwinana Home Support Service.


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SAMPLE

Acknowledgement to Carer’s Association of WA

Orientation Policy

Carers’ Association of Western Australia Inc: Policy andProcedure Manual Section13: Volunteers

All volunteers will undergo an orientation session upon commencement with any ofCarers’ Association of WA’s Volunteer Programs.

Resource Centre Volunteer Program

At the pre-arranged orientation session, the volunteer will be provided with an OrientationPackage. This will contain:• Carers’ Association of WA Volunteer Agreement• Volunteer Personnel Record• Job Description• Copy of Section 13: Volunteers of the Policy and Procedures Manual and other relevant

sections including Code of Behaviour, Grievance Procedure and Occupational Healthand Safety

The volunteer will be given time to read through the Orientation Package and discuss anyareas of clarification with the Information and Training Manager. The volunteer andInformation and Training Manager will then complete the Volunteer Agreement andPersonnel Record Forms which will be filed with the confidential staff and volunteerpersonnel files.

The Information and Training Manager will then complete an information session including:• Working through the volunteers section of the Policy and Procedures Manual• Expected times and hours of volunteer work• Answering any queries regarding the nature of the work

“Linking Together” Volunteer Program

Volunteers in the “Linking Together” Program will undertake their orientation andinformation session during the course of their training. This will include:• Carers’ Association WA organisational structure, philosophy and funding• Staff roles• Insurance• Issues relating to carer and support worker

Relevant Attachments

Organisation/Volunteer AgreementVolunteer Personnel RecordOrientation ChecklistVolunteer Log Sheet


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Acknowledgement to Anglican Homes (Inc)

Volunteer orientation checklist

Anglican Homes (Incorporated)This orientation is designed to provide you with the basic information you need to start as avolunteer with Anglican Homes. Please tick as each stage is completed and return a copy tothe Coordinator of Volunteers to retain on your personal file.

Yes No ITEM

The area in which you will be performing your volunteer duties

A tour of the facility

Introduction to the Centre manager, staff, supervisor and residents

Name badge

Rights and Responsibilities of Anglican Homes (Inc) to volunteers

Rights and Responsibilities as an Anglican Homes volunteer

Policy on handling gifts to staff and volunteers from residents

Policy on bequests to staff and volunteers

Our mission, values, philosophy of care, and code of conduct for staff and volunteers

Parking

Toilets

Tea and coffee facilities

Storage of personal belongings

Evacuation procedures

Back care program document

Manual handling – discussion with staff member regarding falling residents. NO INVOLVEMENT IN LIFTING PROCEDURES but ways to be of assistance to staff

Improvement Form – “How can we make things better?”

Hazard identification, and the importance of reporting it to staff

Incident and First Aid reports

Information on Insurance

Information on Anglican Homes

I declare that the above program has been carried out.

Name and Signature of Volunteer Date

Name and Signature of Staff Member Date


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Recruitment policy

• The interests of ______________________________ are paramount in the recruitment of staff.The interests of the volunteer and of potential clients must also be considered.

• Opportunities to volunteer will be publicised broadly, to ensure that no groups of people areexcluded because of inappropriate or inadequate advertising.

• No one will be excluded solely on the grounds of social class, race, sexuality and gender, and thiswill be monitored.

• Descriptions and specifications will be used as a recruitment aid by all interviewers, and decisions toappoint or refuse a volunteer will be based on the specifications applicable.

• Only those who agree to adhere to the policy guidelines will conduct interviews.

• All applicants will be required to name a referee who may be contacted prior to appointment to ____________________________.

• It is the responsibility of the Executive Director or delegated paid staff member to contact the refereeif and when appropriate.

• The Executive Director has ultimate responsibility for accepting or refusing volunteers, and must givethe reason for their unsuitability.

• Further checks will be made on a volunteer when the Executive Director considers circumstanceswarrant such action. Dependent on the volunteer position, a volunteer may be required to provide acurrent police certificate.

• An application form needs to be completed by any volunteer applying for a position with ____________________________ prior to interview.

• Volunteers will be given continuing support in the form of orientation, on the job and other training,recognition of service, counselling and reimbursement of authorised out-of-pocket expenses.


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Planning for volunteer recruitment

Volunteer position: __________________________________________________________________

Skills/qualifications suitable for this position.• Identify the responsibilities and tasks this position would require. See position description form.• Consider the skills and personal attributes that would be needed.• Consider what previous experience or knowledge may be useful.• Are there any qualifications or skills that are essential?

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Where are we most likely to find this person?• Where are people likely to be sitting in a waiting room or browsing reading material?• Consider work places, libraries, community centres, educational institutions, shopping centres,

hobby and sporting clubs and Volunteer Resource Centres.

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Why would this person want to offer time and effort to help our organisation?

opportunities for sharing skills maintaining skills

increased confidence investigating career choices

sense of self worth personal satisfaction

meeting people making new friends

care and concern helping people in need

personal recognition to be part of a team

improved quality of life sharing experiences

enhancing services being creative

new services other



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Developing a recruitment message

Why is this volunteer position necessary?• What will happen if the need is not met?• Will the community benefit from a volunteer undertaking this work?• What will be the consequences if the work is not done?• Give statistics and examples that will demonstrate the impact for clients and the community if

volunteer support is not available.

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

How will the client and/or community benefit from this undertaking?

• What will be accomplished?• Will it change someone’s life?• Will the volunteer be able to feel satisfaction in a job well done?

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Fears or objections to be overcome

Type of client Type of work Working environment

Skills needed Location Liability

Access Parking Availability of transport

Times Costs Other


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Record of Volunteer Interview

Interviewer: ______________________________________ Date: ____________________________

Volunteer: ________________________________________ Telephone:________________________

Review of application form

Discuss information provided on application form and make any necessary changes. Comments:

__________________________________________________________________________________

__________________________________________________________________________________

Other questions relevant to placement

1. What attracted you to this organisation? Is there a particular aspect of our work that interests you?

2. Why have you chosen to volunteer? What would make you feel you have achieved your aim?

3. What have you enjoyed most about previous work opportunities? (both paid and unpaid)

4. Tell me a bit about any particular skills, hobbies or interests you have. What do you believe is themost important thing you can offer our agency?

5. What are your views regarding supervision of your work? How would you like to be supported andsupervised?

6. What questions do you have about our organisation?

Selecting a positionDiscuss volunteer positions available and check interest, qualifications and availability. List possibleappointments:

see overleaf


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Record of Volunteer Interview cont’d

COMPLETE AFTER INTERVIEW

Interviewer assessment

Appearance: Professional Acceptable Unacceptable

Reactions to questions:

Open, helpful, interested Answered questions only

Evasive Unsure, confused

Manner:

Confident, friendly, pleasant Shy, reserved

Unsure, withdrawn, moody Aggressive, antagonistic, suspicious

Interpersonal skills:

At ease with new situation Relatively at ease

Anxious Uncomfortable

Physical ability: ______________________________________________________________________

__________________________________________________________________________________

Recommended action

Positions to be offered:

1. ________________________________________________________________________________

2. ________________________________________________________________________________

Second interview neededHold in reserve for position of: Is this a viable option for the volunteer?

1. ________________________________________________________________________________

2. ________________________________________________________________________________

Can a new position be created? ______________________________________________________

______________________________________________________________________________

Refer to (within agency): ____________________________________________________________

______________________________________________________________________________

Not suitable for agency at this time. Refer to Volunteer Referral Service

Case Manager

Training courses

Other ____________________________________


The use of all information obtained adheres to the guidelines stipulated in the Privacy Amendment Act 2000.


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/ /

Reference Check

Name of volunteer: ________________________________ Date: ____________________________

Name of referee: __________________________________ Telephone:________________________

Name of person responsible: __________________________________________________________

Introducing Purpose of Call

Briefly cover the following to ensure that the referee is comfortable about discussing the applicant:• Your name• Name of agency• Name of applicant and permission given to call• Confirm that applicant has been advised of this• Conversation will take about 10 minutes• Can be deferred at their convenience• Information given will be strictly confidential

Suggested Questions For Reference Check:

1. How long, and in what capacity have you known the applicant?

2. Could you give me three words which describe the applicant?

3. How well would you say the applicant relates to people?

4. Specifically, how well would you say the applicant relates to (the client group)?

5. What would you say are the most relevant competencies of the appilicant?


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Reference Check cont’d

6. How comfortable would you be in having the applicant work for you on an important project?

7. (The applicant) has volunteered for __________________________________________________

position. In your opinion, what is he/she bringing to this position?

8. Is there anything further you wish to add?

Thank you for your time.


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Medical Clearance

Name of volunteer: __________________________________________________________________

Volunteer opportunity under consideration: ________________________________________________

Agency:____________________________________________________________________________

Agency contact person: ______________________________________________________________

I have known __________________________________ for ______________ weeks/months/years.

It is my professional opinion, based on the requirements listed for the volunteer position underconsideration, that he/she is fit to undertake this role in a responsible manner, with all dueconsideration to duty of care and a safe and satisfactory performance of the described work activities.

With my patient’s permission, I agree to notify the agency if my evaluation of their suitability to performthe described volunteer work should change.

Signed: ____________________________________________ Date: ________________________

Standard Four

Work and the Workplace

An organisation that involves volunteers shallclearly specify and control the work of volunteersand ensure that their place of work is conducive topreserving their health, safety and well-being.


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Standard FourWork and the Workplace

Work and the WorkplaceThis standard is crucial to an organisation retaining its volunteers following on from the process ofrecruitment, selection and orientation.


The intent of this standard is to ensure that gains made in recruiting, selecting and orienting volunteersare consolidated by providing volunteers with satisfying work within a supported environment.

In particular, the standard calls for processes and procedures that control, monitor and review not onlythe work of volunteers but also the environment in which that work takes place. Such processes andprocedures build on two basic rights of volunteers – the right to satisfying and meaningful work, and theright to work in a healthy and safe environment.

To achieve this the standard specifically requires that:

• the job roles of volunteers are documented and regularly reviewed

• the work of volunteers is controlled and supported by defined processes and procedures

• information is gathered about work satisfaction and occupational health and safety from a widerange of sources

• effective channels of communication with volunteers are established

• appropriate processes are established to monitor, identify and address all health, safety and worksatisfaction issues

Taken from National Standards for involving volunteers in not for profit organisationsVolunteering Australia, 2001

STANDARD 4: Work and the Workplace

An organisation that involves volunteers shall clearly specify and control the work of volunteers andensure that their place of work is conducive to preserving their health, safety and general well being.


Volunteer roles

Position description contains:

• key areas of responsibility• knowledge, skills/qualifications required; essential and desirable• supervisory and support arrangements• lines of accountability and communication• any necessary liaisons with other personnel in the organisation


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Procedures are developed and maintained for defining, reviewing, and updating volunteer positions

Volunteers are involved in the process of reviewing position descriptions

Accurate and up to date attendance records and time sheets are maintained

Reimbursement for out of pocket expenses is provided

A disciplinary procedure with appropriate warnings is documented

Work satisfaction

Effective and timely methods are established for communicating with volunteers such as:

• Briefings by management• Communiques, bulletins, notices• Individual and team supervisory sessions/consultations• Provision of written material

Regular opportunities for volunteer meetings are provided

Methods are established to determine volunteer satisfaction, for example:

• Quantitative data collection (volunteer retention, grievances)• Climate surveys• Exit interviews

Data from volunteer satisfaction methods is converted into information to help in assisting volunteersatisfaction issues

Grievance procedure is established and maintained. The procedure will typically cover:

• Process for a volunteer lodging a grievance• Process for receiving, investigating and addressing volunteer grievances• The need for prompt action• Volunteer access to an independent mediator (if required)• Provision for aggrieved person to be informed of the outcome

Volunteers are made aware of, and understand the grievance procedure

Records of volunteer grievances and the actions taken to resolve them are kept

Health and safety

Written policy on occupational health and safety for volunteers is established. Such a policy wouldcover:

• The objectives and rationale for protecting the health, safety and well being of volunteers• Compliance with all relevant legislation and guidelines• Informing and educating volunteers on their rights and responsibilities• A designated person or committee responsible for developing, implementing and maintaining the

health and safety volunteer policy



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Procedures are developed and maintained to ensure all relevant health and safety issues areaddressed. Such procedures would typically cover:

• Identifying and responding to health and safety hazards• Reporting and recording of volunteer and customer accidents/injuries• Guidelines for safe use of equipment• Measures to support the general health and well being of volunteers (eg regular breaks,

vaccinations, driving skills)• Security measures for volunteers involved in work activities outside the organisation’s premises,

or outside normal working hours.

Adequate volunteer insurance for personal injury and liability is provided, and volunteers areinformed of insurance issues

Critical/stressful incident debriefing is available

Health and safety training is provided

Appropriate facilities and equipment for protecting health, safety and comfort are provided.Examples may include:

• Safe and clean floor coverings• Ergonomic furniture and office equipment• Secure storage for personal belongings• Hygienic toilet facilities• First aid kit and designated sick bay• Appropriate lighting, heating and ventilation


Acknowledgement to National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001

Ge

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Position descriptionsDesigning a position that people want to do is important for volunteer programs to be successful.Position descriptions are important as they outline what is expected of the volunteer, and what thevolunteer can expect of the position and the agency. Position descriptions assist in the process ofselecting the right person for the right position.

Programs will ensure that volunteer staff are given position descriptions which ensure that the aims andobjectives of the organisation are being met, the rights of volunteers and clients are protected, and theboundaries between paid and unpaid jobs are delineated.

Each position description should define the duties and responsibilities of the volunteer. It should outlinewhat the organisation can expect from the volunteer and what the volunteer can expect from theorganisation. It serves as a frame of reference or agreement between the volunteer and theorganisation, ensuring that the position has been carefully planned and approved.

Position description proforma

TitleTitle of the position

What?Description of position objectivesList all tasks in order of priority.Include client/user group if applicable.

Skills, qualifications, experience required?What skills, experience, attitudes, “willingness” etc are needed?Are there any legal or other requirements?Physical requirements?Qualities to cope with difficult aspects?

When?Hours per week? Day, evenings, weekends?Short or long term involvement? Minimum/maximum time commitment?

With whom?Will volunteer work alone, with other volunteers, or with paid staff?

Support, supervision and trainingWho will support and supervise the volunteer?What training will be provided to the volunteer? Orientation.

BenefitsWhat is in it for the volunteer? What benefits will the person receive? (eg reimbursement, training,opportunity to meet new people)

Relevant paid and unpaid staff should be consulted when developing and reviewing positiondescriptions.


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Honorariums and reimbursements

PAYG withholding

HONARARIUMS

The Australian Taxation Office (ATO) guidelines on ‘True honorariums’ are as follows:

‘True honorariums’ are not subject to PAYG withholding or instalment. The following factors indicate a‘true honorarium’

• The payment is received for personal reasons• The payment has no connection to the recipient’s income-producing activities or services rendered• The payment is not received as remuneration or as a consequence of employment• The payment is not relied upon or expected by the recipient for day-to-day living• The payment is not legally required or expected• There is no obligation on the part of the payer to make the payment, and• The payment is a token amount compared to the services provided or expenses incurred by the

recipient

ReimbursementsApplication for reimbursement by volunteer staff should entail the completion of relevantdocumentation, such as an application for reimbursement form. All requests must be authorised incompliance with the policy of the organisation. Reasons may include:

• Travel by public transport• Travel by private vehicle• Taxi fare• Purchase of goods• Postage• Telephone

A payment will be a reimbursement where the worker is being compensated exactly for an actualexpense already incurred.

Reimbursements are not subject to PAYG withholding where they are made to a payee as anemployee, through a labour hire arrangement or to a volunteer who is not obtaining the reimbursementin the course or furtherance of his/her enterprise.

A payment summary is not necessary where a reimbursement to a volunteer has not been subject toPAYG withholding.

Acknowledgement to Small Business Law, Australian Taxation Office, November 2002.

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Volunteer InsuranceAppropriate and comprehensive insurance cover is vital for all organisations involving volunteers.

Volunteer insurance is one way in which a not for profit organisation protects itself, its volunteer andpaid staff, committee of management, clients and customers against risk. It is the responsibility of theorganisation to be familiar with all the clauses of the policy and provide details to its staff. Volunteerinvolving organisations should minimise risk to its staff, clients and customers through proper healthand safety practices, documented procedures, training and management practices.

Who is to be insured?

• The organisation (if incorporated)• Directors (Board or Committee of Management Members)• Members• Volunteers/other unpaid workers• Consultants• Paid staff• Customers, clients, consumers (third parties)• Others

Carefully consider who is involved in the activities of the organisation and whether it is appropriate forthem to be covered for insurance by the agency.

Take into account

• The areas of responsibility of the organisation• The insuring clauses and exclusions in the policy• The activities which are to be insured• The reported obligations

Types of Insurance

Volunteering Australia recommends that volunteer involving organisations seek professional advice indetermining what cover is available and appropriate for their needs. Listed below are some of the typesof insurance you may wish to consider:

Personal Accident Insurance to cover volunteers for any out-of-pocket expenses following accidentalinjury, disability or death while carrying out their work on behalf of the organisation. This type ofinsurance would normally cover loss of income.

Public Liability Insurance to cover an organisation for its legal liability to third parties for personalinjury or property damage caused by an occurrence in connection with the insured organisation’sbusiness activities.

Directors’ and Officers Liability to compensate committee members and office bearers for loss,including legal costs, where they have committed a wrongful act in the running of the organisation.

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Professional Indemnity Insurance to compensate the organisation for loss incurred through a claimmade against the organisation for breach of professional duty arising from negligence, errors,omissions, defamation, loss of records or documents, dishonest acts etc by volunteer or paid staff.

Motor Vehicle Comprehensive Insurance to cover vehicles owned and driven by volunteer or paidstaff for loss or damage to the vehicle or third party property.

Other types of insurance for organisations to consider include property/contents, products liability andevents insurance.

Special hints

• Always check the exclusion clauses in your policy• Inform all staff (paid and unpaid) of insurance cover pertinent to their positions in the organisation.• By negotiating a Volunteer Insurance Package you may save overall on insurance costs• Check with your parent organisation to ascertain whether they carry insurance for member groups

Disclaimer: Information provided on this information sheet is a guide only. Organisations should take professional advice to ensure that theyare adequately and appropriately covered by insurance.

Standard Four



Acknowledgement to Volunteering Australia 2002.

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Standard Four



Procedures – Getting it rightA policy allows an organisation to develop a consistent pattern of volunteer involvement. A procedure isa set of guidelines which allows consistency throughout the organisation. In simpler terms, a policy iswhat you want to do, and a procedure is how you do it. There are certain policies and procedures thatan organisation should have in place, some of these are outlined below.

Grievance Procedure

• A grievance or complaints procedure further builds an understanding that in any organisation, staffmembers, paid or unpaid, may have a particular issue which must be resolved.

• There are many examples of grievance procedures in industrial awards which can be adopted foruse in the volunteer situation.

• In the first instance you should find out if your organisation has a formal grievance procedure inplace. Check your constitution also. You may be able to adapt existing policy to include volunteers,or it may be written in such a form which allows you to adopt it in its entirety. Either way, theinclusion of volunteers into the grievance procedures needs to be ratified by the agency.

• If your agency does not have a grievance procedure, you need to develop one for both paid andunpaid staff.

Disciplinary procedures/ dismissing a volunteer

• Dismissal of any staff member is difficult for all concerned. To protect the rights of everyone, anagency should include a statement on disciplinary procedures in its policy document.

• The procedure should be documented and made available to all staff prior to commencement ofduties

• Protection can be built in through regular feedback and other performance review processes. Issuesaddressed constructively in this way may save a lot of angst later.

• If something happens unexpectedly, however, you should have the security of a documentedprocess which guides your actions and acknowledges the dignity of the volunteer.

• A formal disciplinary procedure would include:

— a verbal warning in the first instance, conducted in a formal manner— a written warning (s) if the situation or behaviour has not improved.

There are situations which warrant instant dismissal and these should be documented in theprocedures manual

Final dismissal should include proper explanation and support. This last step should be thought outcarefully. It must be recognised that adequate opportunity has been given to the volunteer to meet therequirements of the organisation. It is your duty to act in the best interests of the clients, staff andmanagement.

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Standard Four



Occupational Safety and Health Act 1984Volunteers and Safety and Health Laws

Occupational safety and health laws apply in Western Australia to protect people from work relatedinjury and disease.

The Occupational Safety and Health Act applies to:• employers;• employees;• self employed persons; and• persons who have control of workplaces (eg owners).

People who design, manufacture and supply equipment and substances for use in workplaces, andpeople who design and construct buildings are also covered by the Act.

The mining and petroleum industries and Commonwealth agencies are not covered by the Act, but byseparate legislation containing similar requirements.

This section deals only with the Occupational Safety and Health Act.

Do OSH laws apply to volunteers?

Yes, in many cases they do. However, coverage is limited to situations where there is a connection withwork (for gain or reward, not unpaid work).

OSH laws are designed to provide protection to people who may be affected by activities associatedwith work. This is not limited to employees, but covers all people who may be affected by the activitiesof those, such as employers, employees and self employed persons, who are involved with the work.

Volunteers are people who may be affected by the work, therefore they are protected by the Act.However, volunteers are not employees. Therefore, major sections of the Act that focus onproviding protection to employees do not apply to volunteers. In particular, Section 19 of the Act,which details broad, wide ranging duties of an employer to employees, is not relevant when consideringvolunteers.

Protection for volunteers comes from other duties under the Act. Employers, self employed persons andemployees all have responsibilities to ensure their work activities do not harm others (includingvolunteers).

There are, however, many cases where a volunteer’s activities have no connection with theOccupational Safety and Health Act and therefore the volunteer is afforded no protection under the Act.For example, where a club of private individuals (that has no employees) provides home help servicesin a private home where there is no employer, employee or self employed person working.

Standard Four



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What are the duties owed to volunteers?

Employers

Under Section 21 of the Occupational Safety and Health Act, employers must, so far as is practicable,ensure people who are not their employees are not harmed as a result of the work carried out by theemployer or his or her employees.

Volunteers are protected under this section of the Act. It also protects other people such as customersor members of the public who may be exposed to the work activity.

The Act does not list the particular steps an employer must take to protect the safety and health ofvolunteers. Section 21 is broad, but is limited by the reference to “so far as is practicable”. This meansreasonable measures must be taken, bearing in mind:

• the severity of any potential injury or harm to health;• the likelihood of it occurring;• how much is known about the risk and how to remove or control it; and• the availability, suitability and cost of safeguards.

The action necessary to ensure the work does not harm the volunteer will depend on the circumstancesof each case. Some volunteer activities are very closely related to the paid work activities undertakenby the employer and employees. In such situations, it would be reasonable and practicable for theemployer to do things such as:

• make sure the volunteers know how to carry out their activities safely;• ensure work areas under the control of the employer are safe; and• ensure the work of the employees does not harm the safety and health of the volunteers.

The level of risk associated with the volunteer activity will also influence the action required. Forexample, an employer who uses volunteers to fight fires will have to take more extensive action toensure that the volunteers are not harmed as a result of the work, when compared to an employerutilising a volunteer for a clerical task.

Self-employed persons

Under Section 21 of the Act, self-employed persons have the same duties to volunteers as doemployers.

Employees

Section 20 of the Act requires an employee to take reasonable care to avoid adversely affecting thesafety and health of other people through his or her action at work (or anything he or she fails to do).Employees therefore have a responsibility to ensure their activities do not harm the safety or health ofany volunteers.

Persons who have control of workplaces

A “workplace” is any place where employees or self-employed persons work or are likely to be in thecourse of their work. It includes buildings, vehicles, aircraft, ships and outdoor locations such as forestsand streets.

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Section 22 of the Act places duties on a person who has any extent of control over:

• a workplace where persons who are not his or her employees work or are likely to be in the courseof their work; or

• the means of access to and egress from a workplace.

Such a person must ensure that the workplace or the means of entering or leaving it are safe, so thatpeople (including volunteers) at the workplace or entering or leaving it are not exposed to hazards. Thisduty applies only “so far as is practicable” (see discussion under “Employers” for more detail on themeaning of this phrase). The duty is owed only by people who have control of a workplace or its accessor egress in the course of a trade, business or undertaking carried on by that person (whether or not forprofit).

What about volunteers who work in private homes?

There will be many examples of volunteers who work in private homes in circumstances that are notcovered by occupational safety and health laws. For example, where a club of private individuals (thathas no employees) provides home help services in a private home where there is no employer,employee or self employed person working.

Where the volunteer service is arranged by an employer (eg government agency) an employer’s dutyunder Section 21 applies, “so far as is practicable”. An employer involved in providing volunteer servicesto private homes would have limited control over the conditions present in each home. While the dutiesunder Section 21 would continue to apply, “practicability” limits the action the employer would need totake to meet his or her responsibilities to the volunteer. The required action would depend on thecircumstances of each individual case, and might include such things as providing information on theconditions to be expected in particular locations.

If an employer or self-employed person is working at the private home, then that person may owe aduty to the volunteer under Section 21 of the Act. Similarly if an employee is working at the privatehome, that employee may owe a duty to the volunteer under Section 20.

Where a private home is a workplace, Section 22 may apply (see discussion of Section 22 under“Persons who have control of workplaces”).

Where there are no employees or self employed persons carrying out work at a private home, it is not a“workplace” under the Act and Section 22 (duties of persons who have control of workplaces) does notapply.

Do employers have to provide volunteers with training?

There is no simple answer to this question. Section 21 of the Act does not specifically mention training,however circumstances may arise where training is a necessary, and practicable, means for anemployer to ensure a volunteer is not harmed as a result of the employer's work or that undertaken hisor her employees.

Training can be as simple as being shown the task by, and carrying out that task under the guidance of,an experienced person. Or training may be as formal as attendance at an accredited course. The typeof the training necessary to carry out an activity safely will depend on the nature of the activity.

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Are volunteers who are paid for “out-of-pocket expenses” considered tobe employees?

Under the Occupational Safety and Health Act, an employee is a “person by whom work is done undera contract of employment; or an apprentice or industrial trainee”.

Many volunteers incur incidental expenses such as petrol costs and have these monies returned by theperson or organisation arranging the volunteer service. Reimbursement of these “out of pocketexpenses” to a volunteer is not payment for work done and therefore does not establish a contract ofemployment. In other words, the volunteer is not being “paid” and is not considered to be an employee.

There may be situations where the amount of money paid to a volunteer goes beyond an allowance for“out of pocket expenses” and becomes payment for work done. It is beyond the scope of this publicationto deal with the complexities of employment law and appropriate expert advice should be sought byanyone concerned about whether their arrangement constitutes a contract of employment.

Are volunteers who are insured for “workers’ compensation” consideredto be employees?

For the purposes of OSH laws, an insurance policy, of itself, would not give a volunteer status as anemployee. The Occupational Safety and Health Act defines an employee as a “person by whom work isdone under a contract of employment; or an apprentice or industrial trainee”. As mentioned above,anyone concerned about whether their arrangement constitutes a contract of employment should seekappropriate expert advice.

What other information is available on volunteers?

This publication deals only with the provisions of the Occupational Safety and Health Act as they relateto volunteers.

There are many other issues of concern to both volunteers and organisations that utilise volunteers,including accident insurance arrangements and safety and health matters that fall outside the Act.

Good practice goes beyond compliance with occupational safety and health laws. Application of soundsafety and health principles is encouraged in all activities that involve the services of volunteers. Inaddition, volunteers themselves are encouraged to ensure that their actions do not harm the safety andhealth of others, including other volunteers and paid employees.

Volunteering Australia publishes information that goes beyond the material in this document.Volunteering Australia’s information on Volunteer Rights includes moral obligations to volunteers, andthe Model Code of Practice for Organisations Involving Volunteer Staff covers principles of goodpractice in relation to volunteers. This information is published on Volunteering Australia’s website at:http://www.volunteeringaustralia.org.

Volunteering Western Australia also publishes relevant material on its website at:http://www.volunteer.org.au.

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Further OSH information

Further information on the Occupational Safety and Health Act is available from:

WorkSafe DivisionDepartment of Consumer and Employment ProtectionPO Box 294WEST PERTH WA 6872Phone: (08) 9327 8777 Fax: (08) 9321 8973Email: [email protected]

Information and publications issued by the WorkSafe Western Australia Commission and WorkSafe areavailable on WorkSafe’s website at: www.docep.wa.gov.au.

Copies of this publication may be freely printed and distributed provided that the Department of Consumer and Employment Protectionreceives appropriate acknowledgement and that no substantial changes are made to the text.


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SAMPLE


Acknowledgement to Kwinana Home Support Service.

Volunteer position description

POSITION:Volunteer for Community Visitors Scheme

PLACE OF WORK:A designated Residential Aged Care Facility

AIM:Provide companionship.Encourage independence, self esteem and maintain dignity within the friendship.Reduce social isolation.Encourage participation in community activities.

OBJECTIVE:By regular visiting and developing a friendship with a resident, the volunteer will reducethe isolation of, provide companionship to, and encourage the independence of theresident.

RESPONSIBILITIES:• Visit a designated resident on a regular basis (at least once a fortnight) for the

purpose of friendship and companionship.• Respect the rights of residents including confidentiality and privacy.• Exercise a duty of care at all times (community visitors duty of care is using

commonsense and exercising reasonable caution in any activities undertaken with theResident).

• Provide a record of the dates of visits to the Coordinator on a three monthly basis.• When possible attend regular support sessions and any ongoing training that is

provided by the sponsoring organisation.• Inform the coordinator if they are experiencing any difficulties with visiting.• Notify the coordinator of any accident or incident that occurs while they are visiting.• Inform the coordinator as soon as possible if they wish to discontinue as community

visitor or wish to stop visiting a particular resident.

SKILLS REQUIRED:• A commitment to building a friendship with an older person.• Maturity and reliability.• Empathy and understanding of older people.• Communication and listening skills.• Ability to work independently.• Commitment and flexibility.


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SAMPLE

Acknowledgement to Southcare.

Position description

Part One: Position Identification

Name of position: Volunteer DriverSection: Community Home Care – Transport and Social SupportFunding source: Home and Community CareEffective date of document: July 2002

Part Two: Reporting Relationships

Position Responsible to: Transport staff, and Community Home Care ManagerPositions reporting to this position: NIL

Part Three: Statement of Duties

1. Transport clients to appointments as detailed by the Transport staff2. Collect fees and issue receipts3. Bring all fees collected to the office by the end of each week4. Liaise with staff regarding client’s wellbeing5. Attend training sessions provided6. Maintain client confidentiality7. Report incidents involving injury to volunteer or client, or damage to vehicle8. If using own vehicle, to maintain that the vehicle is roadworthy and insured

Part Four: Selection Criteria

Essential:1. Good communication skills2. Current valid driver’s licence3. Friendly and caring attitude, and empathy with the frail and aged4. Awareness of health and safety regulations5. Ability to work within the philosophy of the agency6. Ability to work unsupervised7. Ability to work with people of all ethnic backgrounds

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Disciplinary procedure

The volunteer performance dispute procedure is the procedure for dealing with issues of poorperformance by a volunteer. The procedure provides volunteers with the opportunity to improvetheir performance through training and trial periods.

Volunteer Performance Dispute Procedure

The following procedure relates to dealing with a volunteer performance dispute not involvingmisconduct, which could result in instant dismissal.

Step 1: Verbal Warning:The volunteer will be told as soon as possible of any complaint concerning the performance ofhis/her work and will be provided with an opportunity to discuss the situation.

If appropriate, the Executive Director will, in consultation with the volunteer, outline how thevolunteer must improve his/her performance. Any assistance needed by the volunteer toimprove his/her performance will be identified and provided where possible.

A date to review the volunteer’s performance will be set if required.

Step 2: First Written Warning:If at the date of review set in Step 1, the volunteer’s performance is still unsatisfactory, therewill be further discussion with the volunteer. This will include the volunteer, a representative oftheir choice and the Executive Director.

The complaint against the volunteer and plans for improvement will be recorded in writing anda copy given to the volunteer clearly stating that a lack of improvement by a given date willresult in a final written warning.

Step3: Final Written WarningIf at the date set in Step 2, the volunteer’s performance has not improved, there will be furtherdiscussion with the volunteer. This will include the volunteer, a representative of their choiceand the Executive Director.

Plans for improvement will be recorded in writing and a copy given to the volunteer clearlystating that a lack of improvement by the given date will result in termination of employment.

Step 4: Termination of Employment:If the problem/s still persists after the final written warning the Executive Director mayterminate the employment of the volunteer concerned.

In the case of a volunteer performance dispute between the Executive Director and the Boardof Directors, any dismissal must be by a majority vote of the Board.

Should a delay be necessary to convene such a meeting, the volunteer may be suspendedshould the matter be considered sufficiently serious for his/her removal from the work place.

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Volunteer grievance procedure

The following relates to procedures volunteers can follow if they have a grievance about theiremployment conditions, their supervisor, or the Board of Directors.

Step 1:The volunteer may approach the Executive Director for discussion and advice on the issue.This discussion is strictly confidential.

Step 2:If the problem is not resolved in Step 1, the volunteer may put the issue in writing to theExecutive Director and request that the issue be raised with the Board of Directors at the nextBoard meeting.

The Board of Directors will make a decision on the issue and advise the volunteer within 7days.

Step 3:If the problem is not resolved in Step 2, the volunteer may attend a meeting of the Board ofDirectors and shall be entitled to address that meeting.

The Board shall make a decision on the issue and advise the volunteer of their decision within7 days. The decision of the Board is final.

AppealThe Executive and the Board will ensure that their decisions are in line with the relevant Acts ofParliament, which govern the employment of volunteers.

If volunteers consider that they have been unfairly discriminated against on the grounds of sex,race, etc they may refer the issue to the Equal Opportunity Commission.

MisconductMisconduct includes very serious breaches of Volunteering WA rules, which warrant instantdismissal of a volunteer.

Examples of misconduct include:1. Theft of property or funds from Volunteering WA2. Wilful damage of service property3. Intoxication through alcohol or other substances during working hours4. Verbal or physical harassment of any other employee or any other person particularly in

respect of race, sex or religion.5. The disclosure of confidential information regarding the organisation to any other party

without prior permission.6. Failure to comply with the staff Code of Behaviour7. Falsification of any of the Organisations records for personal gain or on behalf of any other

employee.

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Employee Safety Awareness Questionnaire

Name: __________________________________________ Date: ____________________

With multiple choice questions please tick one box only.

1. What is the aim of the safety first program?

To make the workplace safer for employees.Reduce accidents.To annoy employees.To increase company costs.Both A & B.

2. Name one designated first aider in our workplace

3. Where is the nearest fire extinguisher located to your work position?

4. Where should every incident and injury be recorded?

5. Where is the nearest first aid kit located to your work area?

6. Where is the emergency evacuation assembly point located?

7. If you do not know the answer to the above question, where would you look for thisinformation?

8. If you see a potential hazard, what is your responsibility?

A. To Ignore itB. Try to fix it yourselfC. To report it to a safety supervisorD. B Followed C

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Employee Safety Awareness Questionnaire cont’d

9. If you are injured at work are you obligated to report such an injury to your employer?

No Yes

10.When should a workplace injury be reported?

A. When you have the timeB. One week after the accidentC. Only if you have to go to the doctorD. On the same day the accident occurs

11. If the emergency evacuation order is given, name three things you should do:

1. ______________________________________________________________________2. ______________________________________________________________________3. ______________________________________________________________________

Do you have any concerns regarding safety and health within our workplace?

Please give details below:

Do you feel the workplace safety induction process was thorough and provided adequateinformation and instruction in relation to resolving workplace safety issues?

No Yes

If you answered no to the above question, please indicate the areas in which additionalinformation would be beneficial:

Office use only ______________________________________________________________

Safety First Consultant: __________________________ Signature: ____________________

Date Checked: __________________________

Manager’s signature: ____________________________ Date: ________________________

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Acknowledgement to Armadale Home Help Service.

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Occupational Health and Safety Policy

Volunteering WA is committed to providing a safe and positive working environment for its staff,acknowledging that staff well-being is a major factor in enabling them to perform their duties to thebest of their ability.

Consistent with the requirements of the Occupational Health and Safety legislation, VolunteeringWA as an employer of paid and non-paid workers has a general duty of ensuring that workers paidand unpaid are working in a safe environment. A copy of the Occupational Health and SafetyAct is held on website http://www.austlii.edu.au/au/legis/wa/consol_act/osaha1984273.txt

This duty includes:• Provision and maintenance of workplaces, plant and systems of work that do not expose

workers to hazards.• The whole of the working environment, so it covers items like the premises, equipment and

methods of work as well as the physical factors (lighting, ventilation, dust, heat, noise, etc) andintellectual factors (stress, fatigue etc).

• Provision of information, instruction, training and supervision so those workers are not exposedto hazards while they are working. The employer is required to provide only training that isrelevant to the health and safety of employees in the course of their specified duties.

• Consultation and co-operation with health and safety representatives.• Provision of personal protective clothing and safety equipment whenever hazards cannot be

avoided.• Arrangements for the safe use, cleaning, maintenance, transport and disposal of substances

used in the workplace.

Duties of workersTo comply with the legislation workers must:

• Take reasonable care to protect their own health and safety and the health and safety of others.• Cooperate with their employer in ensuring that the workplace is safe and healthy and report to

the employer any situation at the workplace that could constitute a hazard.• Follow the instruction and training provided by their employers, use the personal protective

equipment provided and not interfere with anything set up in the interests of health and safety.• Report potential hazards to the Executive Director.

The legislation also recognises that workers have certain rights with regard to health and safety intheir workplaces. These include the right to:

• Be informed, i.e. to know about potential hazards.• Participate in the setting up of safe standards in the workplace.• Be represented on matters relating to occupation health and safety.• Refuse to work if they have reason to believe that they are or would, be exposed to risk of

imminent and serious.• Injury or illness, without losing any current conditions.

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Occupational Health and Safety Policy cont’d

Occupational Health and Safety ProceduresAll workers must complete a training course which covers the following health and safetyprocedures:

• Furniture and equipment• Lifting and handling techniques• Visual display units and eye strain• Stress• Abusive customer behaviour• Accidents• Communicable disease• Personal safety• Motor vehicle accident

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Acknowledgement to Southcare.

Evacuation procedure

The Fire and Safety Officer or, in his/her absence, the next available seniorstaff member will:

1. Attempt to extinguish fire if safe to do so;

2. Delegate someone to call Fire Brigade on 000

3. Switch on fire alarm and shout “Fire, Fire”

4. Instruct people to leave building via nominated exits to Bickley Crescent

5. Ensure able-bodied people assist the disabled out of building

6. Ensure that bus/vehicles are moved from carport

7. Check all offices, toilets, storerooms etc and ensure that they are empty8. Conduct a roll call at assembly area

No-one is to re-enter the building unless instructed to do so by authorities egfire brigade.

000EMERGENCY NUMBER

For Fire, Police, Ambulance

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Volunteer position description

Volunteer position: __________________________________________________________________

Purpose: __________________________________________________________________________

Duties/Activities: ____________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Time Frame: Length of commitment sought: ____________________________

Estimated total hours: ____________________________

Preferred hours: At discretion of the volunteer: ____________________________

Essential times needed: ____________________________

Place of work: ______________________________________________________________________

Skills/qualifications required: __________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Benefits to volunteer:

Training offered: ____________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Insurance:

Personal Accident Public Liability Professional Indemnity

Motor Vehicle (agency owned) Directors’ Indemnity Other relevant insurance

Reimbursement of out-of-pocket expenses (Subject to advance authorisation and presentation of receipts):

__________________________________________________________________________________

Other benefits: ______________________________________________________________________

__________________________________________________________________________________

Other relevant information: ____________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________


(Give a title which will not be confused with a paid position.)

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Volunteer Time Log

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Name: __________________________________ Month: __________________________________

Date Location Assignment Hours Reimburse-ment

Total hours for month:

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Staff survey on volunteer involvement

• How do staff members feel about the proposal to introduce volunteers into the organisation?• What do paid staff members feel is missing from current volunteer management policies?

Delivery of specific services by this agency is increasingly dependent on volunteer involvement toenhance the services of the paid staff. We would like you to complete the following questionnaire aspart of a survey to assess management needs to ensure our commitment to the continued delivery ofhigh quality service to our clients, and your continuing support of volunteer involvement. What issuesdo you believe need to be addressed? All information collected will remain confidential.

Experience in volunteering

1. Have you previously worked in an agency which involved volunteers?Yes No Don’t know

2. Have you previously co-ordinated volunteer involvement?Yes No Don’t know

3. Do you volunteer your services on a regular basis in another organisation?Yes No In the past

Your views on Volunteer Involvement

4. How do you feel about the involvement of volunteers in our agency at this time?

Thrilled Comfortable Necessary

Threatened Uncertain Would never be appropriate

Not qualified to comment

Other ________________________________________________________________________

5. What do you feel about our readiness to accept volunteers into the agency at this time?

Very ready Somewhat ready Uncertain Not ready

6. What areas of work do you believe would be suitable for volunteer involvement?

7. Are there any areas of work which you believe should not involve volunteers in our agency?

8. What issues or concerns would you like to see addressed before we involve volunteers?


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Staff survey on volunteer involvement cont’d

9. Can you identify any areas of training or assistance you would like to receive before you are askedto work with volunteers?

10.What other comments or suggestions would you like to make about the involvement of volunteers inour agency?


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Staff Feedback Sheet

Staff members are requested to provide feedback on volunteer involvement in agency activities. Pleaseanswer all questions as completely as possible.

1. Are you directly responsible for the management/supervision of volunteers?

Yes No Don’t know

2. In your experience, are volunteers in this agency adequately qualified to perform their work?

Yes No Don’t know

3. In your experience, are volunteers in this agency adequately trained for their responsibilities?

Yes No Don’t know

4. In your experience, are volunteers in this agency well utilised?

Yes Some under utilised Some inappropriately

No Don’t know

5. Do you consider that our staff receive adequate training in how to work with volunteers?

Yes No Don’t know

6. What do you consider should be done to help our staff work better with volunteers?Please attach supporting information if appropriate to your response to this question.

7. What reactions have you experienced from clients in relation to our volunteer services?

Delighted Favourable Mixed Unfavourable None

8. What reactions have you experienced from volunteers in relation to our volunteer opportunities?

Delighted Favourable Mixed Unfavourable None

9. In your opinion, in what ways does the agency benefit from the involvement of volunteers?

10.In your opinion, what problems have been created by the involvement of volunteers?Please attach supporting information if appropriate to your response to this question.


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Staff Feedback Sheet cont’d

11.Has your work load changed with the involvement of volunteers?

Lessened Remained the same Increased Change in type of work

12 Have you received assistance in addressing issues of concern?

Internal External Not sought Don’t know where to go

Please indicate source:

How you would describe assistance received?

Helpful Not helpful Impractical

Thank you for taking time to respond to this questionnaire. Please use the remaining space to makeany further comments, elaborate on answers above or suggestions on how we might improve on ourinvolvement of volunteers in the delivery of the services of this agency.


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Volunteer Feedback Sheet

This agency is committed to continued improvement of our volunteer programs and we would like yourfeedback which will help in decision making by management to ensure your ongoing satisfaction andcommitment in addition to the effective delivery of services to our clients. Do not sign the survey unlessyou choose to.

1. How long have you been a volunteer with this agency? ________________________________

2. Do you feel part of the agency team?

I feel accepted as a contributor to the team

I feel accepted by some members, not others

I do not feel part of the team at all

I am still learning, but feel accepted

3. How involved do you feel in decisions which are made and which affect your work?

Well involved Sometimes involved

Not involved Not interested

4. Do you feel that volunteers are welcomed and accepted by clients?

Yes No Don’t know

5. Do you feel comfortable with the assignments you are given?

Yes No Don’t know

7. Do you feel that sufficient orientation to the agency is provided for volunteers before they beginwork?

Yes No Don’t know

7. Do you feel that training and support is adequate for volunteers to carry out their assignments?

Yes No Don’t know

8. Does your volunteer work match the job description you were given initially?

Yes No Don’t know Not given job description

9. Do you feel that your volunteer work is challenging, interesting and rewarding?

Yes Somewhat No Don’t know

10. Do you feel that you receive sufficient feedback from people you work with?

Yes No Don’t know

11.Can you suggest any new project areas or tasks in which volunteers might be of help to thisagency?

12.Can you suggest any new ways we might use to recruit volunteers?


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Volunteer Feedback Sheet cont’d

13.What do you feel has been the best experience you have had as a volunteer with this agency?

14.If you could make any changes in your volunteer program, what would they be?

15.In your experience, how would you rate our volunteer program overall?

Not at all satisfying 1 2 3 4 5 Extremely satisfying

Not at all innovative 1 2 3 4 5 Extremely innovative

Not at all challenging 1 2 3 4 5 Extremely challenging

Not suiting your expectations 1 2 3 4 5 Exceeding expectations

Not meeting client needs 1 2 3 4 5 Beyond client needs

Thank you for taking time to respond to this questionnaire. Please use the remaining space to makeany further comments, elaborate on answers above or suggestions on how we might improve on ourinvolvement of volunteers in the delivery of the services of this agency.



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Accident Report Form

• It is the policy of [insert agency name] that all accidents or incidents that have an influence on astaff member’s or volunteer’s health or safety must be reported.

• Reports should be completed immediately or as soon as possible after the incident.• A copy of the completed Accident Report Form is to be forwarded to the Executive Director.

Section 1 – To be completed by Volunteer/Staff member involved in accident

Personal Details of Volunteer/Staff Member:

Volunteer Staff member

Surname: __________________________________________________________________________

First name: ________________________________________________________________________

Address: __________________________________________________________________________

__________________________________________________________________________________

Phone No.: ________________________________________________________________________

Details of Accident:

Occurrence Date __________________ Time ________ am/pm

Location: __________________________________________________________________________

How did the accident happen? __________________________________________________________

__________________________________________________________________________________

What were the injuries? ______________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Were there any witnesses to the accident? Yes No

If “yes” give names and addresses ______________________________________________________

__________________________________________________________________________________

Signature __________________________________

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Accident Report Form cont’d

Section 2 – To be completed by witness

Witness account of the accident:

Witness: __________________________________________________________________________

Name: ____________________________________________________________________________

Address: __________________________________________________________________________

__________________________________________________________________________________

Tel: ______________________________________________________________________________

Date: __________________

Signature: __________________________________

Section 3 – To be completed by Executive Director

Comments on the accident/action taken:

Recommendations to avoid repeat of the accident:

Results of accident

First aid Medical treatment

Time off work Rehabilitation

Other Specify ____________________________________________________

Name: ____________________________________________________________________________

Date: __________________

Signature: __________________________________


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Volunteer Expenditure Reports

This agency has a policy relating to reimbursement of authorised out-of-pocket expenses. We are notin a position to cover all expenses incurred by volunteers and you should discuss this matter with yoursupervisor when a task is assigned. The types of expenses which are currently included in the policyare:

1. ________________________________________________________________________________

2. ________________________________________________________________________________

3. ________________________________________________________________________________

4. ________________________________________________________________________________

You are asked also to keep a record of all expenses incurred and submit this record with your requestfor reimbursement of authorised out-of-pocket expenses. This will assist the agency in estimating themonetary contribution of your volunteer involvement and allow us to consider policy implications forfuture budget allocations.


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Application for Reimbursement

Month: __________________________________________________ Year: ____________________

Date Type of Expenditure Amount $

Total Authorised Expenditure: $

The above statement represents an accurate account of my expenses in carrying out my assignedvolunteer duties. Receipts are attached for specific items.

Signature of Volunteer: ________________________________ Date: ________________________

Approved for reimbursement:

Signature of Coordinator of Volunteers: ________________________________________________

Charge to account: __________________________________ Date: ________________________

Reimbursement received by Volunteer:

Signature of Volunteer: ______________________________ Date: ________________________

/ /

/ /

/ /


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Volunteer Contributions Record

You are asked to keep a record of all expenses incurred and submit this record with your request forreimbursement of authorised out-of-pocket expenses. This will assist the agency in estimating themonetary contribution of your volunteer involvement and allow us to consider policy implications forfuture budget allocations.

Date Nature of Contribution Amount $

Tota Contributions: $

I submit that the above statement reflects an accurate account of my financial/in-kind contributions tothe agency.

Signature of Volunteer: ________________________________ Date: ________________________

Verification:

The above record represents a true record of contributions received by the agency.

Signature of Coordinator of Volunteers: ________________________________________________

Charge to account: __________________________________ Date: ________________________


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Letter for volunteers using their own vehicles

Draft letter to insurance company

RE: MOTOR VEHICLE INSURANCE

POLICY NUMBER:

Could you please note and allow under my motor vehicle insurance policy that I will be using mypersonal vehicle to carry out voluntary work such as ________________________________________

__________________________________________________________________________________

include (type of work here eg: meals on wheels delivery, respite care, driving people to medicalappointments, shopping and similar) for (name of organisation), ______________________________

________________________________________________ for which I shall receive reimbursement ofauthorised out-of-pocket expenses, in particular petrol costs.

I trust that this letter will be placed on my file for future reference and that this type of use will not affectmy policy in the event of a claim.

Thank you for your assistance in this matter.

Yours faithfully

NAME OF VOLUNTEER


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Exit Interview

The success of our volunteer programs is important to us and we are constantly striving to improve theopportunities we can make available to people who want to help. As one of our valued volunteers whois now moving on, we would appreciate your help in learning how we might do better. Please be asopen and honest as you can in answering the following questions. The information you provide will beconsidered strictly confidential but will be used to ensure that others who volunteer will benefit fromyour experience.

1. How long have you been with the agency?

2. What type of volunteer work did you undertake while you were with us?

3. Why are you leaving? Please tick all reasons that apply.

Tasks completed Didn’t like job/tasks I was given Need a change

Moving away from area Didn’t feel welcome Bored

Moving to paid work Other commitments Ill health

Other:________________________________________________________________________

4. What did you like best about volunteering with us?

5. What would you change, or what suggestions do you have for improving our volunteer effort?

6. How do you rate your volunteer experience with us?

Waste of time Average Great Experience

1 2 3 4 5

Thank you for taking the time to complete this form and for the personal time and effort you haveoffered to help in the community. We trust that your volunteer experience has counted as much for youas it has for us. Please accept our appreciation for your help in assisting us to help others.


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Name of Volunteer: __________________________________________________________________

Volunteer Position: __________________________________________________________________

Name of Supervisor:__________________________________________________________________

Difficulties identified:provision of false or misleading information on applicationabsenteeismlack of punctuality, and reliabilityrefusal to observe the established rules and proceduresinability to perform required tasksunacceptable response to directionintoxication or under the influence of drugsinability to work as part of the teamfailure to met performance standardsbreach of confidentialitystealingsexual harassmentother: __________________________________________________________________________

Brief description of behaviour identified above, giving dates and nature of relevant warnings as requiredin agency grievance procedure policy:

Brief description of volunteer’s attempts to correct behaviour as agreed at time of warning:

Date of dismissal: ____________________

Person responsible for dismissal interview: ________________________________________________

Written notice of dismissal provided to:Volunteer Appropriate staff Appropriate clients Executive management Other


/ /

Volunteer Dismissal

IMPORTANT Copies of all records related to dismissal to be noted and attached to this form.

Standard Five

Training and Development

An organisation that involves volunteers shallensure that volunteers obtain the knowledge,skills, feedback on work, and the recognitionneeded to effectively carry out theirresponsibilities


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Standard FiveTraining and Development

Training and DevelopmentA well-trained and developed work force of volunteers is more critical to the successful performances ofthe volunteer management system than any other single factor.


The intent of this standard is for an organisation to establish a systematic program that provides needs-based training to volunteers. The standard calls for this to be accomplished by training volunteers inboth job performance skills and organisational development skills such as teamwork, communicationand problem solving.

The standard also requires that processes be deployed which support and complement the training ofvolunteers. These include providing feedback to volunteers about their work and giving appropriaterecognition to the contribution they make to the organisation as a whole.

The specific requirements of this standard focus on:

• developing policies and procedures that detail the organisation’s approach to volunteer training anddevelopment

• allocating responsibility and resources to training and development

• providing training to address identified needs

• monitoring the work of volunteers and providing appropriate feedback

• recognising, formally and informally, the contribution made by volunteers to the organisation and tothe community

Taken from National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001.

STANDARD 5: Training and Development

An organisation that involves volunteers shall ensure that volunteers obtain the knowledge, skills,feedback on work, and the recognition needed to effectively carry out their responsibilities.


Policy and resources

The organisation has written policy on the training and development of volunteers. The policy shouldcover:

• Objectives and rationale for training and development of volunteers• Range and extent of volunteer training available• Monitoring and appraisal of volunteer work performance• Provision of feedback to volunteers about their performance


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Responsibility and authority for initiating and implementing the policy is clearly designated.

An adequate budget for training, development, and resources is provided.

Training opportunities for paid staff who are working with volunteers.

Training and development

The organisation:

Has planned actions and methods for identifying volunteers training and development needs.

Ensures that volunteers receive verbal and written instructions on:

• How to perform tasks and responsibilities• Relationship between tasks and responsibilities and overall goals and mission of the organisation• Implications of poor work performance on the service user and the organisation

Gives balanced training in both hard and soft skills.

Procedures are developed and maintain to ensure that volunteers skills and knowledge remaincurrent and appropriate.

Keeps records on individual training needs and training received.

Involves volunteers in identifying their own training requirements.

The expectation that volunteers will participate in training is communicated at the time ofrecruitment.

Provides external training opportunities, and joint training with paid staff.

Work appraisal

Systems are in place to monitor and assess individuals and the volunteer team.

Volunteer appraisals are conducted, and typically involve:

• Reviewing volunteer duty statements• Considering achievements in relation to goals set• Individual and/or team self assessment of performance• Identification of further training and skill development needs• Identification and addressing any obstacles to achieving goals

Appraisals are linked to the continuous improvement of the agency.



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Volunteer recognition

The organisation:

Has planned actions and activities that recognise volunteer contribution. Examples include:

• References made in the annual report• Service recognition (eg certificates of service, award and medal nominations)• Special formal and informal occasions• Recognition of personal milestones and achievements (eg birthdays, anniversaries)• Media releases

Formally recognises National Volunteer Week and International Volunteer Day.


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Training VolunteersTraining is an important part of a volunteer program. Training programs should be designed accordingto the identified needs of the volunteers and the requirements of the organisation.

Training can be achieved in four ways:

1. Orientation

Orientation provides a formal/informal introduction to the organisation, its operations and the peopleinvolved. Practical information about where to get a ‘cuppa’, where the toilet is, and introductions tostaff, together with written information on rights and responsibilities and organisational policy areincluded in this process.

2. Pre-placement training

Pre-placement training should cover the skills needed to commence volunteer duties. Confidentiality,communication and listening skills are some of the issues which might be included here.

3. Continuing Education

Continuing education refers to training provided to established volunteers. It may cover areas such asissues arising through contact with consumer groups, a perceived gap in required skills or a shift inemphasis in agency services due to funding requirements.

4. On the Job

On the job training refers to the teaching or supervision of volunteers whilst they are performing theirduties.

Managers of volunteer programs may choose to act as trainers themselves or they may decide to bringin outside trainers with appropriate expertise or experience. Experienced volunteers may also beidentified to serve as mentors within a volunteer program.

Volunteering Western Australia can provide information about available training and also has acomprehensive range of training resources.


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Training Volunteers – 20 reasons whyThere is only one thing worse than training your volunteers and having them leave and that isnot training them and having them stay. (Unknown)

1. To recognise the importance of volunteers to the delivery of services by the organisation andcommitment to professional standards

2. To inform volunteers of their rights and responsibilities3. To ensure that volunteers’ skills match the needs of the organisation4. To ensure volunteers develop new skills and meet new needs5. To keep abreast of developments in their field6. To build stronger team relationships7. To build stronger bonds between volunteers and paid staff8. For fun and social interaction9. To affirm that your organisation is committed to ongoing learning and service development10. For personal development11. To constructively address issues arising in the course of the work12. To alleviate fears of feelings of inadequacy when dealing with difficult situations13. To ensure safety standards are met14. To provide a fresh perspective for volunteers15. To refine skills16. To share skills and experiences17. To raise awareness of current issues18. To allow volunteers to become familiar with the philosophy and policies of the organisation19. To ensure that volunteers’ skills match the needs of the community they serve20. To revitalise


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Volunteer Assessment/AppraisalAssessment should be ongoing. Volunteers should be acknowledged for doing their jobs well, andprovided with extra support, supervision or training where needed.

Like paid staff, appraisal is part of effectively managing the performance of volunteers.

Appraisals should be constructive (try not to let personal feelings cloud your judgement), productive(goals can be set for future) and rewarding (an opportunity to acknowledge the volunteers skills andcommitment).

Examples of what might be included in an appraisal discussion:

• Acknowledgement of the volunteer and identifying the volunteers strengths

• Discussion of areas that the volunteer needs to develop further

• Identification of further training required

• Recognition of work done by volunteer

• Motivations of volunteer – are they being met?

• Feedback from the volunteer about the agency, volunteer program, coordinator

• Identification of further support or supervision required

• Setting goals for the future

Try to remember that most people find “appraisal type” situations very stressful. The appraisal, whilst aformal process, should be as non threatening as possible. It is an opportunity for the volunteer toassess their own behaviour as well as give feedback to the coordinator about the position and theagency. The appraisal should be a two way process.


Recognising VolunteersWhen volunteers are recruited to your organisation it makes the utmost sense to make every effort toretain them. It is a costly proposition to recruit and train replacement volunteers. Moreover, the time lostin recruiting replacement volunteers can result in lengthy periods where an organisation may not beable to deliver the additional quality of service that a volunteer may bring to the organisation.

One important way of encouraging your volunteers to remain with your organisation is to give themadequate recognition. Recognition, to be effective, should be consistent and ongoing. Volunteers canquickly lose motivation if they feel that their work is not valued.

Volunteer managers should be aware that the way volunteer efforts are recognised is of importance.This is because one volunteer may regard one type of recognition as valuable whilst another volunteermay feel it has little worth.

If a Volunteer Manager is aware of the volunteer’s motivation in working for the organisation then thiswill provide a good indication for the type of recognition that the volunteer is seeking. For example if avolunteer is hoping to obtain paid employment, they will value opportunities to receive training andobtain a certificate of training recognition or they may value a referee for their resume.

In many cases volunteers that are motivated by helping the community will see their work as rewardand will only require support from their volunteer organisation. The support of paid staff and theVolunteer Manager can be shown in many ways. The enthusiasm of paid staff to the aims of thevolunteer program is very important because it will naturally, engender within the organisation therecognition that volunteers are important.

Some ways that volunteer organisations may give recognition to their volunteers are:

• Adequately orientate volunteers• Volunteer Coordinators be readily accessible to volunteers• Encourage volunteer participation in team planning• Encourage volunteer participation in planning that effects their work.• Provide training.• Give additional responsibility.• Enable volunteers to ‘grow’ on the job.• Include volunteers in special events.• Include volunteers in coffee breaks.• Recommend volunteers to prospective employers.• Maintain Occupational Health and Safety standards.• Take the time to explain and listen to volunteers ideas and concerns.• Recognise and accommodate personal needs and problems.• Celebrate achievements and efforts.• Keep volunteers informed via newsletter• Provide letters of reference.• Send birthday and Christmas cards.• Allocate notice board space to applaud volunteer achievement.• Organise awards with certificates or plaques or medals• Honour volunteers on International Volunteers Day, December 5th with a planned activity• Celebrate National Volunteer Week (2nd week in May)

Acknowledgement to Volunteer Centre of Victoria,

Standard Five



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Standard Five



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Volunteer Motivation Idea GeneratorSome ideas to act as a reminder to the fact that we should all be systematically recognising volunteersfor their work. Remember recognition must be appropriate for the situation and the best recognition isstill a sincere “Thank you” for a job well done.

1. When was the last time you thanked a volunteer personally?

2. When was the last time you took a volunteer out for a coffee or a drink?

3. When was the last time you made a conscious effort to recognise your volunteer by name?

4. When did you last get together over lunch with your volunteers to talk informally?

5. When was the last time you said “we missed you” to a volunteer who had been away sick?

6. When was the last time you gave a volunteer a special thank you such as: a flower, a phone call, apersonal letter?

7. When was the last time you asked a volunteer for advice on an important decision (especially oneeffecting volunteers)?

8. When was the last time you honestly confronted a volunteer about a problem you’re having withhim/her?

9. When was the last time you actually performed a volunteer job – just to get in touch with yourvolunteer’s needs?

10. When was the last time you asked a volunteer for input about his/her job design (or new jobdesign)?

Acknowledgement to Volunteering Queensland.

Standard Five



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Writing a referenceLarge numbers of volunteers have expectations of entering the paid work force at some time in thefuture. Many seek out volunteer opportunities which will provide work within the parameters of theirspecial vocational field of interest.

Recognition

Volunteers who have been working in organisations can be recognised through a willingness to providea reference, based on their volunteer experience, for use when seeking paid employment.

If other staff or consumers have spent significant time with the volunteer, they may be consulted beforeputting pen to paper. Be honest with your comments and do not feel obliged to be more glowing than isappropriate. A deliberately misleading reference is not fair to potential employers and could causeunnecessary problems for you in the future.

Writing a reference

Some of the basic things you might include in a reference are:

• The volunteers name• Title of position• Title of supervisor• Starting and finishing date• Hours worked during this period as a volunteer. This may need to be approximated on a weekly or

monthly basis• Brief outline of duties undertaken as a volunteer• Skills, knowledge and abilities required to perform the duties• Punctuality and reliability

It is helpful to highlight particular responsibilities which might make the volunteer more attractive to anemployer, for example:

• Did he/she work unsupervised?• Did he/she supervise other workers?• Did he/she use any specialised equipment?• Were any of his/ her skills particularly worthy of note?

In conclusion your reference might:

• Indicate your willingness to discuss the volunteer’s ability in more detail, should a potential employerphone

• Refer to the value of the volunteer’s contribution to the organisation• Indicate, if the person is leaving, that you would not hesitate to involve him/her as a volunteer again• State that you wish the volunteer luck in his/her pursuit of employment

Standard Five



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Acknowledgement to the Volunteer Centre of Victoria Volunteer Information Kit.

Helpful Words for Valuing VolunteersThe following words might assist you in writing job descriptions, letters of reference, and publicitymaterial for recruitment of volunteers.

AccountAchieveActAdaptAdeptAdministerAdviseAidAlterAnalyseAnticipateApproveArbitrateArrangeAssembleAssignAssistAttendAuditAuthoriseBudgetBuildCalculateCare forCheckCirculateClean upClearCollaborateCollectCommandCommunicateCompareCompileCompleteComputeConductConferConfirmConsolidate

ConstructConstructiveConsultContactControlCooperateCooperationCoordinateCorrectCorrelateCorrespondCounselCreateCreativeCreativityDecideDecisiveDelegateDemonstrateDesignDesignateDetermineDevelopDeviseDirectDirectionDisciplineDiscussDisseminateDistributeDraftDriveElaborateEliminateEmployEnableEncourageEndorseEnhanceEnsure

EstablishEstimateEvaluateExamineExchangeExecuteExerciseExpediteFacilitateFeedbackFileFollow upFormulateFosterGatherGenerateGiveGovernHelpIdentifyImplementImpressImproveInformInitiateInnovateInspectInstallInstructInterpretInterviewInventInvestigateIssueItemiseJustifyLeadLeaderLiaiseLiaison

MaintainMakeManageMarketMediateMentorModifyMonitorObserveObtainOperateOpportunityOrderOrganiseOriginateOverseeParticipatePerformPerformancePersuadePlanPrepareProcessProcureProduceProgramPromoteProposeProvidePurchaseReceiveRecogniseRecommendReconcileRecordReferenceReinforceReleaseRememberRepair

ReportRepresentRequestRespondResponsibilityReviewReviseScheduleSecureSelectSellServeServiceSolicitSolveSpecifyStandardiseStandardsStimulateStudySubmitSuperviseSupportSurveySystemTabulateTeachTendTrainTranscribeTranslateTransmitTutorTypeUnderstandUtiliseVerifyWrite


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Volunteer Training Sample Policy

The training needs of volunteers should be discussed with the appropriate staffmember on recruitment, and at supervision sessions.

All staff members are responsible for ensuring that the basic training needs ofvolunteers are met. This may be through:

• The provision of a volunteer orientation kit.

• Referral to an external training course.

• The provision of ‘in-house’ training sessions or on the job training.

Basic training for volunteers will ensure that:

• All new volunteers attend a “Bridge to Volunteering” session

• All new volunteers have induction training through an orientation session. Thiswill cover the volunteer orientation kit and the content and use of the Policy andProcedures Manual.

• Volunteers receive training on occupational health and safety issues and in theuse of equipment.

• Volunteers receive training regarding the legal responsibilities associated withtheir work.

• Volunteers receive training related to the needs of other volunteers and potentialvolunteers.

• Volunteers will also receive ongoing training on the content and use of thePolicy and Procedures Manual.

Acknowledgement to Volunteering Western Australia Policy and Procedures Manual 2002.

SAMPLE


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Sample Training Policy

Carers’ Association of WA (CAWA) has a commitment to best practice, ensuringthat volunteers are properly trained to carry out their volunteer work.

Individual volunteer training requirements will be addressed during the initialinterview and followed up during the course of the volunteers’ time with theAssociation. CAWA will endeavour to meet these needs where practicable.

All volunteers will be invited to participate in ongoing training where it is deemed tobe beneficial and relevant to their positions. Adequate notice will be provided,along with all training details.

A training register will be kept with the volunteers’ personnel file to record thetraining that a volunteer receives.

“Linking Together” Program:

Volunteers involved with this program are required to complete a compulsoryTraining Course prior to carrying out support activities with carers. “Certificates ofCompletion” will be issued to those volunteers successfully meeting the minimumtraining program requirements. These requirements will be outlined in both theinitial interview and 1st day of orientation and training.

Successful Volunteer Training completion is at the discretion of the VolunteerSupport Program Coordinator and Carer Support Coordinator. Those trainees notdeemed suitable will be fully informed by means of interview and/or letter by eitheror both of the above staff members.


Acknowledgement to Carer’s Association of Western Australia.

SAMPLE


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SAMPLE

Workplace and First Aid Training

Learn about: CPR, bleeding and shock, burns, poisons, fractures and sprains.

Monday 21st OctoberCWLH Rm 7

9.00 am to 5.00pm

All Volunteering WA staff encouraged to attend.Please register your name at reception.



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Certificate of Appreciation

Acknowledging the valuable contribution

made by

to Volunteering Western Australia

Signed ______________________________ Date ________________

Executive Director

SAMPLE

[name]


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Training Session Design

Participants

Name Position Previous known experience/training


Training Outcomes

Information

Knowledge of the agency and its mission Structure and lines of responsibility

Understanding of the rationale for service Understanding clients’ needs

Skills needed and responsible delivery Specific function within the team

Experience

Role playing Role discussion

Practical experience with equipment Draft presentations

Attitudes

Clear sense of direction and purpose Confidence in capacity to work well

Motivation to carry out work correctly Knowledge of required procedures

V O L U N T E E R R E S O U R C E M A N U A L 2003 © Voluteering Western Australia

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Training Session Design cont’d

Structure of Training Program

Desired order of presentation

1. ________________________________________________________________________________

2. ________________________________________________________________________________

3. ________________________________________________________________________________

4. ________________________________________________________________________________

5. ________________________________________________________________________________

6. ________________________________________________________________________________

7. ________________________________________________________________________________

8. ________________________________________________________________________________

9. ________________________________________________________________________________

10.________________________________________________________________________________

Mode of Delivery (consider suitability and availability)

Individual Learning Videotape Newsletter/Journal

Book/manual Audiotape Computer package

Other __________________________________________________________________________

One-to-one Assistance On-the-job Mentor/partner

Telephone E-mail Supervised work

Other __________________________________________________________________________

Seminar/Workshop Lecture Assignment

Role play Discussion Case study

Work sheet Conference Teleconference

Other __________________________________________________________________________

Desired Trainer

Facilitation skills Technical knowledge Experience

Ability to build confidence Ability to forge relationships Team building

Internal External

Other __________________________________________________________________________

Who can make this training work?

Management Supervisor Co-workers Clients

Other __________________________________________________________________________

Further Information or Comments:


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Volunteer Training Details


Name: __________________________________________________

Position: ________________________________________________

Training Sessions Attended

Date(s) Training session External/ Hours Certificate internal completed issued

Year: 200__ to 200__


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Volunteer Performance Appraisal

Name of Volunteer: __________________________________ Date: __________________________

Position: ________________________________ Period of evaluation: ________________________

The following assessments are to be agreed in discussion between the volunteer and the team leader.

Goals for Volunteer Position Not Satisfactory Exceededachieved Expectations

1. __________________________________ 1 2 3 4 5

2. __________________________________ 1 2 3 4 5

3. __________________________________ 1 2 3 4 5

4. __________________________________ 1 2 3 4 5

5. __________________________________ 1 2 3 4 5

Team Relationships Improvement Satisfactory Excellentneeded

1. With other volunteers 1 2 3 4 5

2. With paid staff 1 2 3 4 5

3. With clients 1 2 3 4 5

4. Time commitments and task deadlines 1 2 3 4 5

5. Initiative 1 2 3 4 5

6. Flexibility 1 2 3 4 5

Comments:

Team Leader:

Volunteer:

Most significant achievement during the period of evaluation:


/ /


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Volunteer Performance Appraisal cont’d

Area in which further training or support is desirable and agreed course of action:

How does the volunteer feel about continuing in this position? What changes in responsibilities orprocedures would improve the ability of the volunteer to contribute to the agency?

Agreed goals for the volunteer for the future

Agreed date for next volunteer assessment: __________________________

Signatures:Team Leader: ______________________________________ Date: __________________________

Volunteer (optional) __________________________________ Date: __________________________


/ /

/ /

/ /


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/ / / /

/ /

Record of Volunteer ServiceTo whom it may concern

Name of Volunteer: __________________________________________________________________

Name of Agency: ____________________________________________________________________

Date commenced: __________________________ Date completed: __________________________

Total hours of service:

Description of volunteer work undertaken:

Comments:

This documentation verifies that the above named person carried out satisfactory community servicework for this agency for the period as specified above.

Coordinator of Volunteers: ____________________________________________________________

Date: __________________________

Telephone: ______________________

Standard Six

Service Delivery

An organisation that involves volunteers shallensure that appropriate processes and proceduresare established and followed for the effectiveplanning, control, and review of all activities relatingto the delivery of services by volunteers.

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Standard Six


Service Delivery

Service DeliveryThis standard provides the justification for all the other national standards.


The intent of this standard is that all processes involved in volunteers delivering a service or product tocustomers should be (1) identified and documented, (2) planned, reviewed and updated as necessaryand (3) carried our under controlled conditions in accordance with specified service delivery standards.The term ‘controlled conditions’ means that:

• processes and procedures that define the manner in which the volunteers deliver their servicesshould be documented

• the performance of volunteers should be monitored against appropriate service delivery standards

• volunteers should receive training to carry out service delivery processes and procedures to therequired standard

• formal reviews of volunteer-delivered services should be regularly conducted to ensure that theservices are meeting customer needs

In general, the standard requires that an organisation knows what it takes to deliver a service orproduct by volunteers and can identify and control the sequence of activities involved. The outcome ofsuch activities, if properly carried out, will be processes that are predictable, known and understood byvolunteers.

In some organisations the volunteer management system may have little direct responsibility or controlover the quality of the actual service or product that is delivered to the ultimate consumer. A situationmay therefore arise where volunteers are delivering a service in a manner that is consistent with goodpractice yet the actual produce is inferior. For example, a volunteer-based ‘meals on wheels’ servicemay involve two separate production processes - the process of producing the meal and the process ofdelivering it. If these two processes are controlled under separate management systems then thestandard only applies to the system that directly involves volunteers - in this example, the process bywhich the meal is delivered.

Taken from National Standards for involving volunteers in not for profit organisations. Volunteering Australia, 2001.

STANDARD 6: Service Delivery

An organisation that involves volunteers shall ensure that appropriate processes and procedures areestablished and followed for the effective planning, control, and review of all activities relating to thedelivery of services by volunteers.


Management responsibilitiesResponsibility and authority for the design, monitoring and review of volunteer service provision isclearly designated.

The organisation has measurable performance standards for the services delivered by volunteers.Such standards should be derived from:

• Customer requirements and expectations• Other relevant industry standards• Input from volunteers that provide the service

Procedures are developed and maintained for:

• Delivering the services provided by volunteers• Verifying that the services delivered meet the required standards

Volunteers receive appropriate training and instruction in carrying out the service deliveryprocedures to the required standard. Training and instruction may include:

• Handling and resolving customer complaints and problems• Following up with customers to determine satisfaction• Identifying and reporting back opportunities where improvements could be made in the delivery

of services• The use of equipment, facilities or materials as these impact on service delivery standards

Systems and procedures are established an maintained to ensure that the equipment, facilities andmaterials used by volunteers are:

• Suitable for intended use• Meet agreed and documented quality requirements• Accompanied by practical instructions for use, including written instructions if necessary

Volunteers are provided with appropriate and as needed supervisory and debriefing support to dealwith customer issues, problems or queries.

Services review

The organisation conducts a formal review of the services provided by volunteers. This review shouldinclude evaluation of:

• The extent to which volunteer delivered services meet customer needs and expectations• The specified service delivery standards, procedures and processes to determine continuing

suitability and effectiveness• The information, training and development needs of volunteers• The adequacy of resources (eg equipment, materials), available to volunteers to meet all service

obligations• The suitability of the service continuing to be delivered through volunteer designated positions

Standard Six


Service Delivery

124

Formal reviews of services provided by volunteers are carried out at appropriately scheduledintervals

Mechanisms are established to actively involve volunteers in the design and review of servicedelivery standards, processes and procedures.

The organisation has an established system and procedure for making changes to service deliverystandards, procedures and processes. This system and procedure should ensure that:

• A need for change is verified and warranted• Changes are properly planned, approved, implemented and recorded• Volunteers affected by the change are represented in decision making and approval of the

change• The impact of any change is evaluated to ensure it produces the expected results and does not

diminish the quality of service provided by volunteers• All volunteers and customers are informed when changes are made that will affect the services

provided by volunteers

Procedures are established and maintained to facilitate volunteers identifying and reporting wherechanges may need to be made to service delivery standards, procedures and processes.

Responsibility and authority for authorising process and procedure changes and monitoring theimpact of these changes on customers and volunteers are clearly designated.

Methods are established to assess the customers level of satisfaction with the services delivered byvolunteers. These methods may typically include:

• Customer satisfaction surveys• Customer focus groups• Individual customer consultations• Customer feedback systems – complaints and compliments

The customers level of satisfaction with the services provide by volunteers is recorded and theoutcomes of the assessments are communicated to volunteers.

Standard Six


Service Delivery

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SAMPLE

Standard SixService Delivery

Volunteer Instructions for Session

PRE SESSION:• Collect booking sheet from Reception• Collect equipment, resource bag and room key• Set up room according to expected number of participants• Set up equipment – ensuring that the appropriate steps are followed for the laptop

and projector• Turn air conditioning on• Make sure that room is locked at all times when you are not in it, and that

equipment is not left unattended• Post up room direction SIGNS

SESSION:• When taking attendance, please tick the individuals’ names on the booking sheet.

If someone is in attendance, and their name is not on the booking sheet, pleasewrite first and last name on sheet. (Please note that due to Privacy Act, we cannotpass the booking sheet around to individuals)

• Work through the various components of the session, using powerpoint oroverheads, as necessary

• Before participants leave, ask them to complete a FIVE MINUTE Feedback Form,so that we can continually evaluate and improve our services

POST SESSION:• Shut down equipment (please ensure that both the laptop and the projector have

shut down properly)• Clean room and take down room direction sign• Replenish the resource bag with feedback forms, and promotional material that

has been used• Put equipment and resource bag away• Complete the Speaker (Presenter) Feedback Form• Attach the Speaker Feedback Form to the booking list and the completed Five

Minute Feedback forms• Give this information to Louise or put in her pigeon hole. Please highlight any

areas that need addressing further (ie changes to your powerpoint, any furtherinformation that you need)



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SAMPLE


Str

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Agr

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Please provide any general comments about the session.

Please provide any suggestions on how the session could be improved.

Thank you for your valuable feedback.

Please read the statements and tick the box that corresponds to your view.

The Information

The content was suitable for my purposesThe materials/handouts were useful and appropriateThe pace/timing of the session was suitable.

The Presenter

The presenter related information in an interesting mannerThe presenter responded appropriately to issues and questions raisedThe presenter had a good knowledge of the subject

Overall

The session was useful

I have improved my knowledge about volunteering

The session met my expectations

Five Minute Feedback

Thank you for attending Volunteering WA’s information session, Bridge to Volunteering.

We welcome your feedback so that we can continue to improve our services. Pleasetake a few minutes to complete this feedback form.



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SAMPLE


/ /

Speaker’s Report Form

Name of Volunteer: ______________________________ Date: ________________

Position: ____________________________ Period of evaluation: ________________

How did you feel the session went? (please circle)

Very good good average only fair not good

Please give reasons:

Were there any specific comments or questions of interest?

What and how much promotional material was handed out?

VWA Passports

VWI leaflets

VRS info sheets – blue

RSVP leaflets

SkillsBank leaflets

Other: ______________________________________________________________

Was there any aspect of your presentation you think you could improve on?

Any information or speaking aids you would like to have for next time? Is there anyadditional support or information that you require? Any more training?

Any other comments you would like to make? (eg strengths or highlights of thepresentation)



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SAMPLE


Phone Survey

Tips on conducting a phone survey

Identify yourself and that you are from Volunteer Task Force• Ask client if they would mind answering some questions about the service

they received from VTF. Please do not force the survey on them. If theysay that they do not want to be bothered, please make a note of it so wewill not ring them in the future. Please place their names on the Do NotContact list in the phone survey folder: do not write on the work orderplease.

• Assure client that the survey is for improving our services to them, and wewant their honest opinion, good or bad.

• If the questions below seem awkward change them to suit yourself. Usethem as a road map, you do not have to ask them in the same order andmany times a client will answer 2-3 of the questions at a time when theytalk to you, that will save you from asking some of the questions.

• If the client seems confused, use that as an opportunity to educate themon the services eg the client states that they did not feel safe with ourvolunteer in the house – use that opportunity to let them know aboutpolice checks.

• If it feels right and you feel that the client could benefit let the client knowof the other services that we provide.

• Try to keep the answers to yes/no. Often people will want to elaborate,that is OK and you can put the relevant comments in the space providedat the end of the survey.

Acknowledgement to Volunteer Task Force.


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SAMPLE


Gardening Phone Survey

Phone Number: ______________________________

Was work done to your satisfaction? Yes No

Were the workers friendly? Yes No

Did you feel comfortable with the worker in your yard? Yes No

Was the fee appropriate for the service provided? Yes No

Would you use our services again? Yes No

Would you suggest our services to other people? Yes No

Any suggestions that you could provide for us so we can improve our services?

Transport Phone Survey

Phone Number: ______________________________

Did you arrive on time to your destination?

Was the driver friendly?

Did you feel comfortable with the driver?

How did you find the fee for the service provided?

Would you use our services again?

Would you suggest our services to other people?

Any suggestions that you could provide for us so we can improve our service?

Acknowledgement to Volunteer Task Force.


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Acknowledgement to th Volunteer Task Force.

Do not contact list

Sometimes the clients do not want to receive any mail or phone calls from VTF. If this is thecase please fill in their details below:

Name Phone number Address


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Feedback Form

Tell us what you think …

The Western Volunteer Newsletter is getting a facelift!

Volunteering WA would like your suggestions and feedback so that we can publish aNewsletter which is interesting and informative.

Please take a few minutes to complete this form and fax back to Volunteering WA on 9420 7289.

Please indicate what you would like to see in the Newsletter:General VOLUNTEERING information

Research news

Community education and training items

Volunteering quotes , anecdotes and interviews

Book reviews

List of new library resources

Coordinators’ corner/viewpoint/profiles/issues

National/International News items

Other (please specify)

How would you prefer to receive the Western Volunteer newsletter?

Electronically Hard copy

Did you read the last issue?

Yes No

Do you have any other comments regarding the layout, style, or content of theNewsletter?

THANK YOU for taking the time to provide us with your feedback.

Acknowledgement to Volunteereering Western Australia.


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SAMPLE

2nd … 3rd Volunteer referral feedback

Name: __________________________________________________________________

Why have you come back to Volunteering WA?

Good service

Change of volunteer experience

Previous positions didn’t work out

Other

Have you attended a “Bridge to Volunteering” session? Yes No

How can we improve our service? (opening times, type of positions, referral process etc)

Why do you volunteer?

Other Comments

Acknowledgement to Volunteereering Western Australia.

Standard Seven

Documentation and Records

An organisation that involves volunteers shallestablish a system and have defined proceduresto control all documentation and personnelrecords that relate to the management ofvolunteers.

This standard is a traditional requirement found in most industry standards. The standard indicates thetype of documents and records that need to be developed and controlled.


This standard requires an organisation to develop and control all documents and records relating to theoperations of its volunteer management system.

As a practical result of documenting policies, procedures and processes, organisations frequentlyidentify and address areas where breakdowns in internal communications are occurring.

Documentation also supports improvement in other ways. When policies and procedures aredocumented, an organisation can reliably monitor its performance, collectively involve others in makingimprovements, and formally capture improvements to help ensure that the gains are maintained.

The basic requirements of the standard centre around ensuring that:

• the personnel records of volunteers are validated and kept confidential• all documents and records are identified, collected, filed, maintained and disposed of in a systematic

and orderly fashion• pertinent documents, including revisions, are made available to all volunteers• procedures are established to control all documents, including how changes are to be made to

those documents

Taken from National Standards for involving volunteers in not for profit organisations. Volunteering Australia, 2001.

STANDARD 7: Documentation and Records

An organisation that involves volunteers shall establish a system and have defined procedures tocontrol all documentation and personnel records that relate to the management of volunteers.


Personnel records

The organisation collects and maintains confidential personnel records for each volunteer. Thesepersonnel records may typically include:

• An application form• Emergency telephone numbers• Details of next of kin (or information that may be required in the event of an emergency, illness or

accident)• The results of police checks• The results of pre employment reference audits• Records of attendance and training• Records of incidents/accidents

Standard Seven



135

The personnel records of volunteers are:

• verified as valid• updated as required• readily retrievable• kept in a secure and confidential place• accessed only by designated personnel• destroyed after a defined period

Procedures are established and maintained to ensure the confidentiality of, and volunteer access to,their own personal records.

These procedures are available to, and understood by, volunteers.

The organisation provides verbal and/or written references for volunteers when required.

System documentation and control

The organisation keeps sufficient documents and records to demonstrate effective operation of thevolunteer management system. The types of documents and records requiring control shouldtypically include:

• the organisation’s general volunteer policy• volunteer management system policies• procedures and related work documents• confidential personnel records of volunteers• management structures, responsibilities and lines of authority and accountability• relevant job descriptions• minutes of meetings and reviews• reference material (eg Volunteer Rights, Definition and Principles of Volunteering, relevant

industry standards, organisation mission statement, legal documents)

These documents and records are legible, dated and maintained in an orderly and systematicmanner.

Procedures are established and maintained to control system documents and records. Suchprocedures should typically cover:

• identifying, collecting and filing of documents and records• reviewing and making changes, modifications or additions to documents and records• maintaining a master list or equivalent document to identify the current applicability and revision

status of documents and records• approving documents and records by authorised personnel• releasing and making available documents and records in areas of the organisation where they

are needed• removing documentation when obsolete

Suitable methods are established for identifying and distributing relevant system documentation tovolunteers.

Standard Seven



136

System documents and records are:

• easily retrievable• kept in a secure and confidential place• organised in a way that is easily accessed by, and acceptable to volunteers

Standard Seven



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Privacy Amendment Act 2000

The National Privacy Principles

The Privacy Act sets out ten National Privacy Principles which are legally binding about howorganisations must handle personal information. The National Privacy Principles are:

NPP 1 – CollectionNPP 2 – Use and disclosureNPP 3 – Data qualityNPP 4 – Data securityNPP 5 – OpennessNPP 6 – Access and correctionNPP 7 – IdentifiersNPP 8 – AnonymityNPP 9 – Transborder flow of dataNPP 10 – Sensitive information

Guidelines to the National Privacy Principles (September 2001)

To assist organisations in understanding their obligations under the Privacy Act 1988, the Office of theFederal Privacy Commissioner has developed a set of guidelines that give organisations helpfulinformation about the National Privacy Principles (NPPs). For organisations that want more detailedexplanations, good practice or compliance tips, the Office has also released a number of informationsheets.

2001 Security and Personal Information

National Privacy Principle (NPP) 4.1 provides that an organisation must take reasonable steps toprotect the personal information it holds from misuse and loss and from unauthorised access,modification or disclosure.

Data security is an important way of ensuring that personal information is only used for permissiblepurposes. In general, personal information should be treated as confidential and sensitive informationas highly confidential.

The key to effective compliance with NPP 4 is developing an organisational culture that respectsprivacy. Organisations need to ensure that management and staff have a good understanding of theirresponsibilities in protecting personal information from misuse, loss, corruption or disclosure.

Tip for compliance

One way to promote a respect for privacy would be to develop a security policy. A security policy wouldcover all organisational systems used for processing, storing or transmitting personal information. Thesecurity risks faced by the organisation could be assessed in the development of the policy, and thencost-effective measures devised to reduce the risks to acceptable levels. To be effective, a securitypolicy would need to be monitored and periodically reviewed. Staff and management would need to bemade aware of the protective security policies and how to implement them.

Standard Seven



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Reasonable steps

In deciding what are reasonable steps to ensure data security there are several factors to consider.What is reasonable depends on the circumstances in which personal information is held. The sensitivityof personal information being stored is an important factor and higher levels of security could beexpected for sensitive information. The costs of any security system also need to be considered inrelation to the risks faced by the organisation. In the case of an organisation holding non-sensitiveinformation, with a low risk of unauthorized access and little likelihood of serious consequences to theindividual, then basic security measures may be adequate. However, for a large organisation with vastamounts of personal information and the risk of significant detriment from improper access, higherlevels of security may be expected.

Aspects of security to consider

The range of security measures to consider covers:

• physical security• computer and network security• communications security• personnel security.

Personnel security

Personnel security refers to limiting access to personal information to authorised staff only.Organisations could also ensure that those who do have access respect the organisation’s culture ofprivacy. In general, personal information should only be accessed by those people who ‘need-to-know’,that is, they need it to carry out their duties.

Tips for compliance

• Training staff and management in security awareness, practices and procedures.

• Developing policies on who can access and use particular categories of information.

• Specifying and reviewing access privileges for shared computer drives containing personalinformation.

For more information:Office of the Federal Privacy Commissionerwww.privacy.gov.auPrivacy Hotline 1300 363 992 (local call charge)

Standard Seven



139

Acknowledgement to Office of the Federal Privacy Commissioner, December 2001

Standard Seven



140

ConfidentialityOne of the responsibilities of volunteers is to maintain confidentiality.

Staff (both paid and unpaid) are responsible for maintaining the confidentiality of all agency andprivileged information to which they are exposed.

Information could relate to a paid staff member, a volunteer staff member, a service user/client, or otherperson involved in the overall business of the agency.

Volunteers need to be made aware of the issue of confidentiality.

As a volunteer it is important to maintain confidentiality:

• Please be careful about the information you are sharing with others about the organisation

• Please do not disclose the contents of any official documents that you have seen as part of yourvolunteering

• Please do not disclose any information about service users (both potential volunteers, and memberagencies) that may have been brought to your attention during your volunteering.

Standard Seven



141

Privacy Policy Sample

Volunteering Western Australia

PRIVACY POLICY AND PROCEDURE

Volunteering Western Australia provides a range of services to Volunteers, Managers/Co-ordinators ofVolunteers and Agencies involving volunteers and is committed to providing quality service whichincludes protecting the privacy of every person. From 21st December 2001 Volunteering WesternAustralia is bound by new sections of the Commonwealth Privacy Act 1988, which set out a number ofprinciples concerning the protection of personal information.

This policy contains the information, which under the Privacy Act, Volunteering Western Australia isrequired to communicate to its constituents. It also sets out the responsibilities of the staff (paid andunpaid) at Volunteering Western Australia.

Your Personal Information

Personal information held by Volunteering Western Australia may include your name, address, contacttelephone numbers, e-mail address, position held, agency/company, country of birth, whether you are ofIndigenous or Torres Strait Islander heritage, your preferred language and whether you identify as aperson with a disability. Such information will have been provided by you and will be held with yourpermission.

How Volunteering Western Australia collects personal information

Volunteering Western Australia collects personal information directly from you when you:

• provide information by phone,• attend an interview as a prospective volunteer,• apply for membership,• provide information about your agency for our database to recruit new volunteers, or• fill in a registration form for a training course conducted by Volunteering Western Australia,• or in other such circumstances as may arise from time to time.

How we use your personal/agency information (NPP2 – Use & Disclosure)

Your personal information may be used for compiling general statistics (these do not include your name,address, etc.) required to meet Volunteering Western Australia’s contractual agreements to fundingbodies (eg. Department for Community Development, Commonwealth Department of Family andCommunity Services, Volunteering Australia and other government and non-government agencies andfunding bodies).

Agency information will be included in our VRC Database and will be used for the purpose of peopleseeking voluntary work, internal record keeping and information delivery. No information will beprovided to any third party without the permission of the agency.

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Disclosure

Personal details such as name, address, contact details will not be disclosed to any third party withoutprior consent from the individual or agency concerned.

Information regarding country of birth, whether you are of Indigenous or Torres Strait Islander heritage,your preferred language and whether you identify yourself as a person with a disability will only be usedto provide statistics regarding the number of clients from culturally and linguistically diverse (CALD)and indigenous/Torres Strait Islander backgrounds, and the number of clients who identify themselvesas having a disability. To meet our contractual agreement statistics are provided as raw data only – nopersonal details are included.

Accuracy of Information (NPP3 – Data Quality)

Volunteering Western Australia takes all reasonable care to ensure that the information collected isaccurate, complete and up-to-date. Because accuracy depends upon the information you provide werecommend that you:

• let us know if there are any errors in your personal information, and

• keep us up-to-date with relevant changes (especially agency information that is available, viaour database, to prospective volunteers).

Agencies will be provided with an opportunity to update their information annually.

Security & Retention of Data (NPP4 – Data Security)

All personal data, collected for statistical purposes, will be retained in written or electronic form by therelevant staff member. Filing cabinets will be locked and computers will only be accessed by authorisedstaff (paid and volunteer).

No prospective volunteers when attending interviews will obtain access to personal data other than theirown.

All Volunteering Western Australia staff and volunteers sign confidentiality agreements at thecommencement of their employment.

Access to Information (NPP6 – Access)

Every client has the right to access their personal information. If they would like to do so they shouldcontact Volunteering Western Australia on (08) 9420 7288.

Anonymity (NPP8 – Anonymity)

No person is legally required to identify him/herself when contacting Volunteering Western Australia.

All persons seeking volunteer referral will be required to identify him/herself and also to provide thename and contact number of a referee who shall have previously given permission to be named for thispurpose.

Anonymity is not possible for Centrelink clients seeking voluntary work to fulfil ‘Voluntary Work Initiative’or ‘Newstart’ obligations.

Standard Seven



Standard Seven



143

Sensitive Information (NPP10 – Sensitive Information)

Sensitive information as defined in 6(1) of the Privacy Act 1988 means:

(a) information or an opinion about an individual’s:• racial or ethnic origin, or• political opinions, or• membership of a political association, or• religious beliefs or affiliations, or• philosophical beliefs, or• membership of a professional or trade association, or• membership of a trade union, or• sexual preferences or practices, or• criminal record

that is also personal information, or

(b) health information about an individual.

Volunteering Western Australia collects information regarding ethnic origin and disability to fulfil itscontractual arrangements regarding the provision of services to all people regardless of their culturalbackground or disability.

Prospective volunteers are not compelled to disclose this information, however they are required todisclose any reason why they would be unable to undertake certain aspects of voluntary work for theirown protection.


Standard Seven



144

Privacy Statements SampleProvided below are examples of privacy statements that can be used on correspondence.

Email messages

This message and any files transmitted with it is confidential and should be read only by those personsto whom it is addressed.

If you have received this e-mail in error, we request that you contact (agency name), and return the e-mail immediately to (agency email address) and delete the e-mail and documents without making acopy.

Any views expressed in this message are those of the individual sender, except where it is specificallystated otherwise. The use of all information herewith adheres to the guidelines stipulated in the PrivacyAmendment Act 2000.

For your own protection you must scan this e-mail and any attached files for viruses. (Agency name)does not accept liability for any loss, damage or consequence from the use of any attached files.

Standard forms

The use of all information obtained adheres to the guidelines stipulated in the Privacy Amendment Act2000.


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SAMPLE

Confidentiality Procedure

Practice Grouping: ____________________________ VOLUNTEER MANAGEMENT

Practice Name: ______________________________ CONFIDENTIALITY

PRACTICE: A volunteer of Armadale Home Help Services will respect theconfidentiality and dignity of clients, staff and other volunteers and will not discuss ordivulge any personal matters involving them to others except for Armadale Home HelpServices’ staff.

PROCEDURES Responsibility

1. At the orientation and induction of a new volunteer, the Volunteerconfidentiality issue will be explained fully by the CoordinatorVolunteer Coordinator of Armadale Home Help Services

2. At this stage a new volunteer is requested to sign a Volunteer Coordinator/“confidentiality” form which will be kept on the Volunteervolunteer’s personnel file.

3. A volunteer also has the right to expect confidentiality Volunteerfrom clients, staff and other volunteers, regarding their own personal issues.

Acknowledgement to Armadale Home Help Service.


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Standard SevenDocumentation and Records

SAMPLE

Confidentiality Agreement

Armadale Home Help Services requires that the confidentiality of the client berespected at all times.

I will at no time disclose or discuss any information pertaining to the client of theorganisation, other than to the appropriate staff of Armadale Home Help Services.

I hereby agree to abide by the Code of Ethics and Confidentiality Practice andProcedures.

Signature: __________________________________________

Date: __________________________

Name of Volunteer: __________________________________

Signature: __________________________________________

Date: __________________________

Name of Coordinator: ________________________________

/ /

/ /

Acknowledgement to Armadale Home Help Services.


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Standard SevenDocumentation and RecordsTitle

Confidentiality

(Agency name) Confidentiality Agreement

I, (volunteer name), agree as part of the condition of my volunteer role, to keep in strict confidence, anyinformation regarding (agency’s name), or any information concerning the participants/service users ofthe agency’s programs or any other agency, that I may have knowledge of.

I will not remove any confidential written material from the agency unless given permission to do so.

Signed: ______________________________________

Volunteer______________________________________

Date: ________________________

Signed: ______________________________________

Volunteer Coordinator____________________________

Date: ________________________

/ /

/ /

Standard Eight

Continuous Improvement

An organisation that involves volunteers shallplan and continually review its volunteermanagement system to ensure that opportunitiesto improve the quality of the system are identifiedand actively pursued.

This standard is designed to answer three basis questions: (1) Does the organisation have an effectivesystem for managing volunteers? (2) Is the system being followed? and (3) Is there a process in placeto improve the system?


This standard requires that an organisation take a pro-active and planned approach when assessingthe effectiveness of its volunteer management system. This approach involves collecting relevant dataabout the day-to-day operations of the management system and feeding such information into asystematic and continuous process for improving its effectiveness and efficiency.

One of the practical requirements of this standard is to conduct regular audits of the managementsystem to help prevent improvement efforts becoming spasmodic and ineffective.

The principle requirements of this standard include the following:

• the organisation should develop a policy and commit resources to making system improvements

• relevant data should be collected to enable the effectiveness of all elements of the volunteermanagement system to be assessed

• scheduled audits should be carried out in accordance with planned and defined procedures

• the results of the audit should be documented and brought to the attention of appropriate personnel

• corrective actions should be taken to address any areas identified in the audit needing to beimproved

Taken from National Standards for involving Volunteers in not for profit organisations. Volunteering Australia, 2001.

STANDARD 8 Continuous Improvement

An organisation that involves volunteers shall plan and continually review its volunteer managementsystem to ensure that opportunities to improve the quality of the system are identified and activelypursued.


Policy and resources

The organisation has a written policy that commits the organisation to making continuousimprovements in its volunteer management system. Such a policy may typically include:

• The objectives and rationale for making continuous improvements in the system for managingvolunteers

• The need for a planned and systematic approach to continuous improvement• Linking continuous improvement activities with everyday functions and operations• The need to address short term and long term quality improvement

Standard Eight



149

Responsibility and authority for planning, managing and coordinating continuous improvementactivities are clearly designated.

Adequate resources (time, personnel, practical support, skills development) are made available toundertake continuous improvement activities.

Data collection and analysis

The organisation monitors and collects data on the outcomes of the service delivered by volunteers.This data will typically include:

• Solicited customer feedback (eg customer surveys, focus groups)• Unsolicited customer feedback (eg customer complaints, compliments)• Conclusions and recommendations from service quality audits

The organisation monitors and collects data on the satisfaction of volunteers with the organisationas well as with their day to day work. This data will typically include:

• Solicited volunteer feedback (eg climate surveys, grievances)• Unsolicited volunteer feedback (eg compliments, complaints)• Feedback from team meetings• Feedback from volunteer exit interviews

The organisation monitors and collects data in other areas of the volunteer management system tosupport the continuous improvement. This data may include:

• The numbers and length of any vacancies for volunteer positions• The numbers of volunteers recruited per campaign/time period• Volunteer retention and turnover rates• Absenteeism and attendance of volunteers• Volunteer participation in training and development programs

The data that is collected from various sources is compiled, analysed and converted into meaningfulinformation about which the organisation can take appropriate action.

Quality improvement

The organisation carries out audits of the various elements of the volunteer management system todetermine:

• The effectiveness of the system in achieving its stated objectives• Compliance with all documented policies and procedures• Compliance with the national standards

Standard Eight



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Audits are comprehensive and they cover all areas and activities within the volunteer managementsystem. The areas and activities covered should typically include:

• Organisational and management structures• Management operations, processes and resources• Documentation and record keeping• Data collection systems• Volunteer work areas, operations and processes• Personnel, equipment and facilities

An appropriate plan is formulated to carry out audits. The format for the plan should cover:

• The reasons for carrying out the audit (eg scheduled interval, a reported deficiency,organisational change)

• The specific areas and activities to be audited• Who will be responsible for the conduct of the audit• Who will be involved• The standards to be used (eg national standards, industry standards)• Criteria for priority setting• Procedure for reporting audit findings

Audits are conducted on a regular basis, either at appropriately scheduled intervals or in responseto some reported deficiencies.

Audits of the volunteer management system are carried out by competent personnel, ideallyindependent of the areas or activities being audited.

Results, findings and recommendations of the audit are documented and brought to the attention ofthe organisation’s management.

Appropriate follow up actions are identified, prioritised and implemented to improve the volunteermanagement system following completion of an audit.

The effectiveness of the actions taken to improve the quality of the volunteer management systemare evaluated.

The audits and follow up actions are conducted in accordance with established procedures.

Standard Eight



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Volunteer Resource Manual


Feedback Form

152

Your ideas and suggestions are important to the growth and development of volunteering in WesternAustralia. Please consider the following questions and forward the feedback form to:

Volunteering Western Australia2 Delhi Street, West Perth WA 6005

fax: (08) 9420 [email protected]

1. How useful has the Volunteer Resource Manual been in your organisation? In what ways has itbeen useful?

2. Would you like to comment on the structure and format of the Resource Manual?

3. Do you have any suggestions about changes or improvements to be made for future updates of theResource Manual?

4. Does the Resource Manual offer a means for continuity of policies and procedures of your volunteerprogram in the event of changes within your organisation?

5. Would you like to provide any other comments/feedback in relation to the Resource Manual?

Thank you for your feedback.

Index


153

Acceptance letter – sample..................................................................................................................................................51Accident report form – template ..........................................................................................................................................93Acknowledgement letter – sample ......................................................................................................................................47Adverts in a nutshell ............................................................................................................................................................33Application for reimbursement – template............................................................................................................................96Appraisal/assessment ........................................................................................................................................................107Areas of responsibility for volunteer positions......................................................................................................................35Assessment/appraisal ........................................................................................................................................................107Budget for volunteers ..........................................................................................................................................................21Certificate of appreciation – sample ..................................................................................................................................115Checks – pre-employment/pre-placement ..........................................................................................................................40Confidentiality – template ..................................................................................................................................................147Confidentiality agreement – sample ..................................................................................................................................146Confidentiality procedure – sample....................................................................................................................................145Confidentially......................................................................................................................................................................140Contributions record of volunteer – template ......................................................................................................................97Co-ordinators’ network – sample ........................................................................................................................................26Developing a recruitment message – template....................................................................................................................56Developing a volunteer policy ..............................................................................................................................................11Disciplinary procedure – sample..........................................................................................................................................78Dismissal of volunteer – template ......................................................................................................................................100Do not contact list – sample ..............................................................................................................................................131Documentation and Records Standard..............................................................................................................................135Employee safety awareness questionnaire – sample ..........................................................................................................80Evacuation procedure sample..............................................................................................................................................84Exit interview – template ......................................................................................................................................................99Expenditure reports for volunteers – template ....................................................................................................................95Feedback – sample ............................................................................................................................................................127Feedback form – sample....................................................................................................................................................132Feedback form – Volunteer Resource Manual ..................................................................................................................152Feedback form from staff – template ..................................................................................................................................89Feedback from volunteer referral – sample ......................................................................................................................133Feedback sheet from volunteer – template..........................................................................................................................91Five minute feedback – sample ........................................................................................................................................127Funding sources ..................................................................................................................................................................22Gardening phone survey – sample ....................................................................................................................................130Grants and funding ..............................................................................................................................................................22Grievance procedure – sample ............................................................................................................................................79Helpful words for valuing volunteers ..................................................................................................................................111Honorariums and reimbursements ......................................................................................................................................67Information kits for potential volunteers ..............................................................................................................................37Insurance for volunteers ......................................................................................................................................................68Insurance letter – template ..................................................................................................................................................98Interview record – template..................................................................................................................................................57Interviewing volunteers – getting it right ..............................................................................................................................38Job description for a volunteer program manager – sample ..............................................................................................45Management Responsibility Standard ................................................................................................................................18Media release ......................................................................................................................................................................34Medical clearance – template ..............................................................................................................................................61Motivation of volunteers ....................................................................................................................................................109Occupational health and safety policy – sample..................................................................................................................82Occupational safety and health............................................................................................................................................71Orientation checklist – sample ............................................................................................................................................53Orientation policy – sample..................................................................................................................................................52 Orientation............................................................................................................................................................................43Performance appraisal – template ....................................................................................................................................119Phone survey – sample......................................................................................................................................................129Planning for volunteer recruitment – template ....................................................................................................................55Police certificates policy – sample ......................................................................................................................................46Police checks........................................................................................................................................................................41Policies and Procedures Standard ........................................................................................................................................8Position description – sample ..............................................................................................................................................76Position description – template ............................................................................................................................................85Position descriptions ............................................................................................................................................................66

Index


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Pre-employment/pre-placement checks ..............................................................................................................................40Privacy Amendment Act 2000............................................................................................................................................138Privacy Policy Sample........................................................................................................................................................141Privacy Statements Sample ..............................................................................................................................................144Procedures – getting it right ................................................................................................................................................70Receipts and payments categories......................................................................................................................................24Recognising volunteers ......................................................................................................................................................108Record of volunteer interview – template ............................................................................................................................57Record of volunteer service – template ............................................................................................................................121Recruitment – sample ..........................................................................................................................................................44Recruitment message – template ........................................................................................................................................56Recruitment of volunteers ....................................................................................................................................................31Recruitment planning – template ........................................................................................................................................55Recruitment policy – template..............................................................................................................................................54Recruitment Selection and Orientation Standard ................................................................................................................28Reference check – template ................................................................................................................................................59Reference ..........................................................................................................................................................................110Registration form – sample ..................................................................................................................................................48Reimbursement application – template................................................................................................................................96Reimbursements and honorariums ......................................................................................................................................67Risk management ................................................................................................................................................................25Safety awareness questionnaire – sample ..........................................................................................................................80Selection Recruitment and Orientation Standard ................................................................................................................28Service Delivery Standard ................................................................................................................................................123Speakers report form – sample..........................................................................................................................................128Staff feedback sheet – template ..........................................................................................................................................89Staff survey on volunteer involvement – template ..............................................................................................................87Standard Eight: Continuous Improvement ........................................................................................................................149Standard Five; Training and Development ........................................................................................................................102Standard Four: Work and the Workplace ............................................................................................................................63Standard One: Policies and Procedures ................................................................................................................................8Standard Seven: Documentation and Records..................................................................................................................135Standard Six: Service Delivery ..........................................................................................................................................123Standard Three: Recruitment Selection and Orientation ....................................................................................................28Standard Two: Management Responsibility ........................................................................................................................18Time log – template ............................................................................................................................................................86Training and Development Standard..................................................................................................................................102Training details – template ................................................................................................................................................118Training session design – template....................................................................................................................................116Training volunteer’s policy – sample ..................................................................................................................................112Training volunteers ............................................................................................................................................................105Valuing volunteers – helpful words ....................................................................................................................................111Vehicle insurance letter – template ......................................................................................................................................98Volunteer budget ..................................................................................................................................................................21Volunteer contributions record – template ..........................................................................................................................97Volunteer dismissal – template ..........................................................................................................................................100Volunteer expenditure reports – template ............................................................................................................................95Volunteer feedback sheet – template ..................................................................................................................................91Volunteer instructions for session ......................................................................................................................................126Volunteer insurance..............................................................................................................................................................68Volunteer motivation idea generator ..................................................................................................................................109Volunteer policy – sample ....................................................................................................................................................15Volunteer position description – sample ..............................................................................................................................76Volunteer positions – defining ..............................................................................................................................................35Volunteer program manager Job description – sample ......................................................................................................45Volunteer recognition procedure – template ........................................................................................................................16Volunteer referral feedback – sample ................................................................................................................................133Volunteer registration form – sample ..................................................................................................................................48Volunteer Resource Manual – feedback form....................................................................................................................152Volunteer service record – template ..................................................................................................................................121Volunteer training policy – sample ....................................................................................................................................112Work and the Workplace Standard ......................................................................................................................................63Workplace and first aid training – sample..........................................................................................................................114Writing a media release ......................................................................................................................................................34

dcdguivwa resource manual2001

Health & Medicine

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volunteer standards

new volunteer resource

western australia phone

management of volunteer

u n t e e r r e s o

community development

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