volunteer handbook · coast shelter is widely acknowledged as the largest provider of emergency...

VOLUNTEER HANDBOOK

Coast Shelter's vision is to end homelessness and domestic violence

on the NSW Central Coast

Our mission is to advocate for and support those who are homeless or at risk of

homelessness, by providing early intervention preventative programs, crisis and transitional housing to assist people to

achieve independence.

Welcome On behalf of Coast Shelter and its programs, I extend a welcome to you on choosing to join us as a volunteer. Coast Shelter’s vision is to end homelessness and domestic violence on the NSW Central Coast and we do this by providing accommodation and support programs to assist persons who are homeless or disadvantaged in our community. You may already be familiar with some of our programs which are listed below: ACCOMMODATION FOR WOMEN AND WOMEN WITH CHILDREN Crisis and transitional accommodation for homeless women and women with children in outreach properties and the following refuges: Kara, Elandra, Neleh and Rondeley. SUPPORT SERVICES FOR MEN Supported accommodation and assertive outreach to homeless single men in a refuge, bedsits and units ACCOMMODATION FOR YOUNG PEOPLE Crisis and transitional accommodation to young people in the following refuges: Rumbalara, Youth Angle, Youth Cottage, Wyong Youth Refuge and Maya Cottage (young women) COAST COMMUNITY CENTRE Restaurant and support services to homeless and disadvantaged persons, Referral and Assessment and streamlined access to Coast Shelter’s and other mainstream programs I encourage you to read our newsletters and Annual Report to gain a full understanding of the work Coast Shelter does. Coast Shelter is widely acknowledged as the largest provider of emergency accommodation and homeless support services on the NSW Central Coast. While we have a strong and positive identity, we are only as effective as our staff and volunteers. We depend on their dedication and commitment to achieve the Vision of Coast Shelter. You have chosen to help us by donating your time and skills to one of Coast Shelter’s programs. We value your offer of support and will endeavour to make your time with us rewarding. We will treat you as a valued team member and recognise your skills and contributions. As one of our team members, you also have obligations to us to be reliable and to work with your co-workers in a productive manner for the benefit Coast Shelter’s clients. Welcome to Coast Shelter. I hope your time with us is rewarding and that you remain with us for many years. Rachel Willis Chief Executive Officer

3 - 14 VOLUNTEER HANDBOOK

3 - 14 VOLUNTEER HANDBOOK Version: V01/2017 PAGE: 1 of 13

TABLE OF CONTENTS

INTRODUCTION TO VOLUNTEERING

1.0 DEFINITION OF VOLUNTEERING ............................................................................................... 2

2.0 PRINCIPLES OF VOLUNTEERING ................................................................................................ 2

3.0 VOLUNTEER RIGHTS .................................................................................................................. 2

4.0 VOLUNTEER RESPONSIBILITIES ................................................................................................. 2

5.0 COAST SHELTER’S RIGHTS ......................................................................................................... 3

6.0 BOUNDARIES: CODE OF CONDUCT ........................................................................................... 3

BECOMING A COAST SHELTER VOLUNTEER

1.0 RECRUITMENT OF VOLUNTEERS ............................................................................................... 4

2.0 ORIENTATION AND TRAINING .................................................................................................. 4

3.0 VOLUNTEER SUPPORT .............................................................................................................. 4

IMPORTANT INFORMATION

1.0 CONFIDENTIALITY, PRIVACY AND DUTY OF CARE ..................................................................... 5

2.0 GRIEVANCE AND COMPLAINTS PROCEDURE ............................................................................ 5

3.0 WORK HEALTH AND SAFETY ..................................................................................................... 5

4.0 INSURANCE ............................................................................................................................... 6

5.0 DRESS CODE .............................................................................................................................. 6

6.0 REIMBURSEMENT OF EXPENSES ............................................................................................... 6

7.0 REPRESENTING COAST SHELTER ............................................................................................... 6

8.0 ACCEPTANCE OF GIFTS, BENEFITS AND DONATIONS ............................................................... 7

9.0 RESIGNATION / SEPARATION .................................................................................................... 7

10.0 DISMISSAL ................................................................................................................................. 7

KITCHEN SAFETY AND HYGIENE ................................................................................................. 8



INTRODUCTION TO VOLUNTEERING

1.0 DEFINITION OF VOLUNTEERING 1.1 Volunteering is where members of the community work to make our community more inclusive and supportive.

Volunteering should be: • of benefit to the community and the volunteer • of the volunteer’s own free will, and • for no financial payment; and • in designated volunteer positions only.

2.0 PRINCIPLES OF VOLUNTEERING 2.1 Coast Shelter recognises Volunteering Australia’s principles of volunteering:

• Volunteering benefits the community and the volunteer. • Volunteer work is unpaid. • Volunteering is always a matter of choice. • 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. • Volunteers do not replace paid workers nor constitute a threat to the job security of paid workers. • Volunteering respects the rights, dignity and culture of others. • Volunteering promotes human rights and equality.

3.0 VOLUNTEER RIGHTS Unlike paid staff, volunteers are not covered by awards or work-place agreements. Volunteers however do have

rights, some of which are enshrined in legislation and some which are the moral obligations of Coast Shelter. 3.1 As a volunteer of Coast Shelter you have the right to be:

• Treated with respect and as an equal and valued member of the team. • Work in a healthy and safe environment with suitable tools and equipment (refer to Work Health and Safety). • Interviewed and engaged in accordance with equal opportunity and anti-discrimination legislation. • Provided with orientation and receive sufficient instruction/training to prepare you for the role. • Adequately covered by insurance. • Reimbursed for out of pocket expenses, with prior approval from Coast Shelter staff. • Given a copy of Coast Shelter’s Volunteer Handbook and any other policy that affects your work • Receive adequate information about Coast Shelter and its programs. • Receive sound guidance and support and access to your Program Manager to voice any concerns you may

have. • To be heard and given opportunities to contribute. • To have access to a grievance procedure. • Not to fill a position previously held by a paid worker. • To have your confidential and personal information dealt with in accordance with the principles of the Privacy

Act 1988. • To discontinue service at any time and for any reason.

4.0 VOLUNTEER RESPONSIBILITIES: 4.1 As a volunteer of Coast Shelter, you have the following responsibilities:

• To complete the Volunteer Application Form. • If as a volunteer you are required to work unsupervised with children, you must provide a Working with

Children Clearance which can be obtained at www.kids.nsw.gov.au. Other volunteer positions are encouraged to obtain this clearance, although this is not obligatory.



• Support Coast Shelter’s goals and mission. • To work as a team with staff and other volunteers. • To respect people’s privacy, confidentiality of personal information, personal views and decisions about their

life at all times. • To consider volunteering as a serious commitment. • To show respect for clients, staff and other volunteers regardless of disability, cultural and linguistic

background, religion, gender, age or sexual preferences. • If you accept donations on behalf of Coast Shelter, to return any item or money to staff for receipting and

accounting. • To always give adequate notice if unable to attend a volunteer shift. • To check with Coast Shelter staff before contacting other agencies or services on behalf of a client. • To inform Coast Shelter of any changes to your personal details, circumstances and availability. • To ask for support when needed. • To be courteous and helpful to clients and staff. • To follow volunteer guidelines, organisational policy and procedures.

5.0 COAST SHELTER’S RIGHTS 5.1 Coast Shelter has the following rights:

• To receive appropriate effort and service from volunteers. • To expect promptness, reliability and good performance. • To receive feedback on volunteer tasks undertaken. • To expect loyalty, enthusiasm and commitment to Coast Shelter and its mission. • To expect clear and open communication from volunteers at all times. • To receive constructive criticism. • To make a decision as to where a volunteer would best fit so that the needs of Coast Shelter, clients and the

volunteer are met. • To express opinions about poor volunteer efforts. • To discontinue the service of an inappropriate volunteer.

6.0 BOUNDARIES: CODE OF CONDUCT 6.1 The following Code of Conduct gives you some idea of boundaries we ask you to respect when working as a

volunteer at Coast Shelter. All volunteers are asked to: • Abide by the rights and responsibilities of volunteering at Coast Shelter • Maintain a responsible working relationship with staff and other volunteers • Represent Coast Shelter positively • Refer any media enquiries to a staff member • Follow the grievance procedures noted in this manual to resolve any conflicts with staff or other volunteers of

Coast Shelter • Not enter into inappropriate relationships when working with clients and not to convey clients to your home or

in your car • Not discuss confidential issues of Coast Shelter with people outside the organisation • Not take illegal drugs or consume alcohol when on duty or on the premises • Not accept gifts from clients apart from small tokens of appreciation. Let staff know if you are offered anything

during your volunteering.



BECOMING A COAST SHELTER VOLUNTEER

1.0 RECRUITMENT OF VOLUNTEERS 1.1 The process of recruiting and selecting volunteers at Coast Shelter is in line with Equal Employment Opportunity

and Anti-discrimination legislation. 1.2 Volunteers are to be recruited to meet specific needs and work priorities as determined by the Program Manager. 1.3 Most volunteer roles will require you to agree to some background screening before becoming involved. Screening

protects clients of our services and other volunteers and is a legal responsibility of Coast Shelter. Volunteers are required to obtain a Working with Children Declaration Form.

2.0 ORIENTATION AND TRAINING 2.1 Program Managers are to provide all new volunteers with a Volunteer Handbook which provides information on

Coast Shelter’s purpose, structure, programs, policies and procedures. 2.2 Program Managers should ensure that new volunteers receive initial and ongoing training where necessary. 2.3 Program Managers should explain supervisory relationships and legal and work place health and safety issues. 2.4 Volunteers may be invited to attend training sessions or meetings to support their role. 3.0 VOLUNTEER SUPPORT 3.1 The support offered to volunteers will differ across volunteer roles and may include opportunities to debrief,

receive feedback from staff or access information that will directly effect the volunteer role. 3.2 Volunteers should approach the Program Manager if they require any additional support in carrying out their

volunteer role. 3.3 Volunteers may receive periodic evaluation to review their performance. The evaluation allows volunteers and

their Program Managers to suggest change and seek ideas. Evaluation is intended to offer a positive and informative exchange for both parties.



IMPORTANT INFORMATION

1.0 CONFIDENTIALITY, PRIVACY AND DUTY OF CARE 1.1 Confidentiality: While working as a volunteer you may receive confidential information concerning clients,

employees, management, directors, volunteers, students, donors or service users. It is a legal requirement that this information remain confidential.

1.2 We ask that you only obtain information from a client on a ‘need to know’ basis, which is information that is

required to effectively undertake your student placement or volunteer role. You must bring the following information to the immediate attention of your Program Manager: • Information regarding a crime or intention to commit a crime • Information where it is believed that the client’s personal safety is involved, e.g. suicide, self-harm • Information that indicates that a third party would be in danger.

1.3 You cannot discuss or divulge any confidential information learnt while at Coast Shelter and must not share such

information with anyone outside Coast Shelter. You cannot attempt to access information contained in confidential files and will not remove any such information from Coast Shelter.

1.4 Privacy: Privacy laws ensure information about volunteers, clients and employees are protected. We will tell you

what you will need to be able to successfully carry out your volunteer role, however, we cannot tell you every detail of the life of the client you may be working with.

1.5 Duty of Care: Your duty of care is to do what a reasonable person would do in a situation and to take precautions

against risk of harm to others. We provide you with training and orientation to carry out your volunteer role. You are also provided with a Volunteer Handbook which gives you direction and boundaries.

2.0 GRIEVANCE AND COMPLAINTS PROCEDURE A grievance is a real or perceived cause for complaint. A grievance can be anything done, or not done, by

employees or another volunteer, which affects a person unfairly or unjustly. A grievance can also be about discrimination, harassment or any other related decision or behaviour which that person sees as unfair, unjust or upsetting.

2.1 When you are given a volunteer role you will be introduced to the Program Manager. You will also have their

contact details and are encouraged to talk with them about day to day issues. 2.2 What to do when you need to talk with someone:

• Contact your Program Manager (Many questions and issues can be answered straight away at this level. Please discuss the nature of your grievance with your Program Manager)

• If your Program Manager is not available or not suitable you may contact the Volunteer Coordinator (4325 3540 or PO Box 1234, Gosford NSW 2250 or email : [email protected])

3.0 WORK HEALTH & SAFETY (WHS) 3.1 It is the responsibility of all people to make a place of work, healthy and safe for others. Coast Shelter is

committed to maintaining the health, safety and wellbeing of all volunteers, clients and employees whilst on our premises, or working on our behalf. Volunteers, as part of the organisation’s workforce, are treated no differently from paid workers in protecting you from hazardous situations.

3.2 As part of this commitment, volunteers have a responsibility to:

• Comply with Coast Shelter’s rules and procedures on WHS • Report all hazards • Provide input into safe work practices • Report all accidents, injuries, damage and near miss incidents • Abide by safe work procedures and WHS requirements • Undertake periodic training/retraining in safe systems of work



• Co-operate with the WHS Committee • Take reasonable care for the health and safety of everyone in the workplace

3.3 Coast Shelter provides a safe and healthy environment. Smoking is prohibited in the workplace in accordance with

NSW government policy. 3.4 Emergency procedure training is given to all new volunteers at induction and on site. Volunteers should familiarise

themselves with emergency procedures and the location of fire extinguishers. Emergency procedures and plans of buildings can be obtained from the Program Manager and should be displayed.

3.5 If a volunteer is injured during the course of volunteer service the Program Manager must be notified immediately

and an Incident Report completed. Coast Shelter’s insurance covers volunteer workers for injury or damage that results from activities at work.

3.6 Volunteers should exercise all reasonable caution to protect their personal property. Coast Shelter will seek to

provide a secure working environment. Purses, wallets or other valuables should never be left in view. If an item is lost or stolen your Program Manager should be notified immediately.

4.0 INSURANCE 4.1 Under Coast Shelter’s insurance arrangements, all persons who undertake voluntary activities (including meetings)

for and on behalf of the Service are classified as ‘insured persons’ under our personal accident insurance policy. Note that persons over the age of 85 years are not covered by our personal accident policy.

5.0 DRESS CODE 5.1 Coast Shelter volunteers are responsible for presenting a positive image. 5.2 Volunteers are to dress appropriately for the conditions and performance of their duties. Comfortable and neat

dress is appropriate for most volunteer jobs. 5.3 When volunteering in the Community Centre, volunteers must adhere to the following practices:

• Shoes must be safe, enclosed, appropriate and slip resistant (especially when volunteering in kitchen) • Clothing is not to display inappropriate logos, promote inappropriate products, or contain any message that

may offend others. • Volunteers should wear clothing that is tasteful and appropriate.

5.4 Where appropriate, volunteers are issued with a Name Badge which should be worn when volunteering. If the

badge is lost or damaged, please notify your Program Manager. 6.0 REIMBURSEMENT OF EXPENSES 6.1 Volunteers are responsible for all expenses incurred, except in cases where expenses are incurred at the request

of the Program Manager, or where reimbursement of authorised expenses is agreed upon prior to a financial commitment being made. Upon the Program Manager’s approval, the volunteer must submit the receipts for which they seek reimbursement.

7.0 REPRESENTING COAST SHELTER 7.1 Coast Shelter takes pride in the programs and services it offers to our local community. At all times volunteers

should maintain a high standard of behaviour when representing Coast Shelter. Giving public statements or acting outside the scope of authorised roles risks detrimental effects on Coast Shelter.

7.2 Volunteers must not speak for, or obligate Coast Shelter unless directly authorised to do so, or unless specifically

indicated within their voluntary position description. Any additional representation of the organisation undertaken by volunteers requires written pre-approval from the Chief Executive Officer.



8.0 ACCEPTANCE OF GIFTS, BENEFITS AND DONATIONS 8.1 Volunteers should not accept gifts from clients. The acceptance of token gifts (chocolates, pens, flowers etc) is

permitted. However where a substantial gift or benefit is offered, staff should politely refuse the gift and inform the Program Manager.

8.2 Whenever volunteers are unsure as to whether to accept a gift or benefit, they should seek the advice of the

Program Manager. 8.3 When accepting donations on behalf of Coast Shelter, they should be used for the purpose intended by the donor

and not be taken by staff or volunteers for their own use. 9.0 RESIGNATION / SEPARATION 9.1 Volunteers may resign from their volunteer position at any time. 9.2 It is requested that volunteers provide as much advance notice of their resignation as possible and, preferably, a

reason for their decision (so that we might address any issue which might have contributed to the volunteer’s departure).

10.0 DISMISSAL 10.1 We have the same work performance and workplace behaviour expectations of volunteer staff as we do for paid

staff. 10.2 Difficult, uncooperative and inefficient staff and volunteers disrupt, distress and demotivate others and could

harm Coast Shelter’s reputation. 10.3 Volunteers whose performance is not acceptable or are unwilling to comply with Coast Shelter’s expectations will

be asked to leave. 10.4 If any volunteer feels they have been unfairly dismissed, they are to refer to the Service Grievance and Complaints

Procedure. 10.5 If Coast Shelter becomes aware of any volunteer engaging in illegal activities, the matter will be referred to the

Police immediately.



KITCHEN SAFETY AND HYGIENE

Volunteers should undertake the following procedures to ensure the health, safety and high levels of hygiene are maintained for all clients, staff and volunteers. The guidelines below reduce potential injury and control the chance of infection. 1.0 All persons handling food and working in the kitchen must first wash their hands with soap and warm water.

Hands must be washed and dried both before and after wearing gloves and before putting on new gloves. Wearing gloves is not a substitute for appropriate, effective, thorough, and frequent hand-washing.

1.1 Individuals with wounds on their hands must cover the infected area with a bandaid (preferably a blue bandaid)

and wear a single-use glove. 1.2 Coast Shelter will provide a safe work environment in food preparation areas by:

• providing adequate space in the kitchen for staff to move trolleys and equipment safely • ensuring adequate and suitable working areas, • repairing or replacing floor surfaces, or providing suitable matting to increase slip-resistance, • cleaning up spillages immediately, • ensuring that passage/walkways are kept clear at all times, • maintaining equipment regularly and reporting faulty equipment, • adequately lighting and ventilating kitchens, • installing fume extractor fans and circulation fans, • using warning signs and approved safety signs, • cleaning all kitchen equipment and floors regularly, • training staff in the proper use of all kitchen equipment, • providing adequate supervision when using kitchen equipment, and • developing and implementing safe work practices.



COLOUR CODED CHOPPING BOARDS

Colour coding is an accepted system to reduce the risk of bacterial cross contamination during food preparation.

CLEANING COLOUR CODE

Colour coding is an accepted system to reduce the risk of cross contamination. It applies to ALL mops, buckets and cleaning cloths.

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