CIS Volunteer Handbook by dublinsouthcis

Volunteer Handbook

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Acronyms CDV......Continuous Development for Volunteers CE..........Community Employment CIB........Citizens Information Board CIC........Citizens Information Centre CIPS......Citizens Information Phone Service CIS........Citizens Information Service EAP.......Employee Assistance Programme ETIP......Essential Training for Information Providers GDPR....General Data Protection Regulation HAS......Health & Safety Authority ICT........Information and Communication Technologies IO..........Information Officer ITIP.......Induction Training for Information Providers NCT......National Car Test QR.........Quality Review

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Contents PG.1

Acronyms

Introduction 1.1 Purpose of the Volunteer Handbook 1.2 The Citizens Information Service Offer 1.3 Citizens Information Service Values 1.4 The Citizens Information Services – Locations 1.5 Management and Organisation Structure 1.6 Responsibility 1.7 Confidentiality 1.8 Conflict of Interest 1.9 Your Relationship with Paid and Scheme Staff 1.10 Volunteering Arrangements 1.11 Internal Communication 1.12 Volunteering Time 1.13 Appropriate Behaviour 1.14 Dress Code 1.15 Representation of the Citizens Information Service 1.16 Gifts and Hospitality 1.17 Child Protection 1.18 Data Protection/General Data Protection Regulation (GDPR) 1.19 Health and Safety 1.20 Employee Assistance Programme (EAP) 1.21 ICT Policy and the use of office equipment 1.22 Other Policies and Procedures 1.23 Duration of Commitment 1.24 Probation/Trial Period

6 6 7 8 9 9 10 10 11 11 12 12 12 13 13 13 13 14 14 14 15 15 15 15 16

Expenses 2.1 Travel Expenses 2.2 Subsistence 2.3 Parking 2.4 Childcare

17 17 18 18 18

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Training, Support and Quality Reviews 3.1 Service Induction, Induction and Training 3.2 Ongoing Training 3.3 Quality Reviews (QRs) 3.4 Support Meeting

19 19 19 20 20

Volunteer Relations Policies and Procedures 4.1 Dignity at Work Policy 4.2 Bullying, Harassment and Sexual Harassment Policies 4.3 Volunteer Grievance Procedure 4.4 Anti-Fraud Policy

21 21 21 22 22

5. Leaving the Organisation 5.1 Leaving 5.2 Extended Absence 5.3 If Challenges Arise 5.4 Exit Interviews (Optional)

23 23 23 23 24

Appendix 1: List of Policies and Procedures

Appendix 2A: Volunteer Role Title: Admin Support / Reception

Appendix 2B: Volunteer Role Title: Information Assistant Role

Appendix 2C: Volunteer Role Title: Information Provider

Appendix 3: Conflict of Interest

Appendix 4: Gifts and Hospitality

Appendix 5: Bullying, Harassment and Sexual Harassment Policies

Appendix 6: Volunteer Grievance and Disciplinary Procedures

Appendix 7: Anti-Fraud Policy

Appendix 8: Citizens Information Service Volunteer Agreement

Appendix 9: Citizens Information Service Code of Conduct for Volunteers

Appendix 10: Citizens Information Service Declaration of Confidentiality

Appendix 11: Motor Insurance Declaration Form

Appendix 12: Next of Kin

Appendix 13: Volunteer Handbook Acknowledgement Statement

Appendix 14: Data Protection Consent Form for Volunteers

Appendix 15: Citizens Information Service Volunteer Induction Checklist

Appendix 16: CIS Confidentiality Policy

Appendix 17: Mandatory Training

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Introduction You are receiving this handbook because you have successfully completed your application to become a volunteer with the Citizens Information Service (hereafter referred to as CIS). Congratulations, welcome, and thank you for offering your time to join our service. The CIS is an employee-led, professional service supported by volunteer and scheme staff. Volunteers play a pivotal role in ensuring the success of the CIS. We: •

Recognise that without volunteers, we would be unable to meet our objectives

•

View volunteers as complementary to paid staff, adding significant value to the CIS’s activities

•

Are committed to making volunteering a valuable and enjoyable activity

•

Are committed to delivering a high-quality service to the public

As a volunteer, you are considered a key resource, and we encourage you to involve yourself in all relevant activities. We will recruit, train, support, and supervise you in a fair, inclusive, and equitable manner, and we will act quickly and fairly in all circumstances. The development manager in your volunteer area is responsible for your support, training, and management.

1.1

Purpose of the Volunteer Handbook The purpose of this handbook is to outline what you can expect from our organisation and what we expect from you. It outlines the policies and procedures that underpin our organisation’s operations and serves as a reference guide during your involvement in our service. It is important that you familiarise yourself with this document and adhere to the policies and procedures outlined here. This handbook contains a volunteer agreement (refer to Appendix 8) and a volunteer code of conduct (refer to Appendix 9). It is important that your engagement with the service aligns with the agreement and code of conduct. The CIS reserves the right to change this document in accordance with updates from the funder, the Citizens Information Board (hereafter referred to as CIB). The CIS also reserves the right to discontinue the involvement of volunteers who do not adhere to its policies, procedures, and standards.

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1.2 The Citizens Information Service Offer The CIS provides free, impartial, and confidential information, advice, and advocacy services to the public. Each CIS covers a specific geographical area within their region, including both rural and urban areas, and delivers services through a network of Citizen Information Centres (hereafter referred to as CICs).

Information and Advice Our service assists individuals with inquiries related to a wide range of public and social services, including social welfare entitlements, income tax calculations, housing support, and access to health services. Our staff undergoes regular training and receives updates on social policy to ensure that the information and advice we provide remain current and relevant for CIS service users.

Social Policy Our staff also engages in social policy reporting, addressing challenges that impact our clients access to public services. This information, in turn, contributes to the work of the CIB in the development of policy papers and recommendations for the government. This process enables CIS’ to capture real-time social policy challenges, facilitating the development of responsive and evidence-based policy reports.

Advocacy If a person presents an inquiry or challenge beyond the scope of our drop-in information or advice service, our service can provide additional support through our advocacy service. This support may include one-time engagements, such as assisting someone to write a letter or make a phone call, or a complex and longer-term process, such as preparing individuals for, or representing them at, a Social Welfare Appeals Office or Workplace Relations Commission hearing. The range and level of advocacy support provided by CISs have continued to develop and expand each year, resulting in significant outcomes for individuals across the country in areas including employment, equality, housing, and social welfare. Each CIS is supported by a regional advocacy support worker who provides expert advice, coaching, and mentoring in this key aspect of our work.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

1.3 Citizens Information Service Values The establishment of a culture within our service that reflects its principles, values, and ethos is critical to our success in the CIS, and we have worked hard towards this. We anticipate that everyone in our service conducts themselves in a manner that is consistent with this culture. We firmly believe that access to free and accurate information is a basic right for all individuals. We also value and respect the dignity and diversity of our clients and their individual needs.

NORTH CONNACHT & ULSTER

DONEGAL

LEITRIM MONAGHAN

SLIGO

CAVAN MAYO

LOUTH

ROSCOMMON LONGFORD

MEATH

WESTMEATH GALWAY OFFALY

SOUTH CONNACHT

KILDARE

CLARE

NORTH MUNSTER

CARLOW LIMERICK

TIPPERARY KILKENNY WEXFORD WATERFORD

KERRY

CORK

SOUTH MUNSTER citizensinformation.ie

NORTH DUBLIN DUBLIN SOUTH

WICKLOW

LAOIS

NORTH LEINSTER

SOUTH LEINSTER

1.4 The Citizens Information Services – Locations Each CIS Regional Company covers a geographical region, including both rural and urban areas. The eight regional CIS companies cover the following areas: North Dublin, Dublin South, North Connacht and Ulster, North Leinster, North Munster, South Connacht, South Leinster, and South Munster. Each CIS region is further divided into several CIS service areas, each of which contains a number of citizen information centres.

1.5 Management and Organisational Structure Each CIS is a company limited by guarantee and is a registered charity. Each CIS has a voluntary Board of Directors, who are responsible for the overall strategic direction of the organisation while remaining subject to the requirements of the CIB (the funder).

Paid Staff There are various roles filled by paid staff within the CIS: •

The regional manager is responsible for the overall management of the CIS

•

A team of development managers is responsible for the overall management of the service within their designated areas

•

An advocacy support worker provides support to information officers in their delivery of advocacy services to clients and assists the development managers with case reviews and other tasks

•

In some CIS’s, there are senior information officers who support and coach the information officers to ensure the delivery of high-quality services to the public

•

A team of information officers provides information, advice, and advocacy to our clients while also supporting volunteers in their various roles

•

A team of administrators, one of whom acts as regional administrator, is designated to specific service areas. The administrators provide administrative support to the regional manager and the development managers

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Community Employment and Tús Workers Various roles within the organisation are filled by the Community Employment Scheme and Tús Workers, with funding provided by the Department of Social Protection. •

The Community Employment (CE) programme is designed to assist long-term unemployed individuals (or otherwise disadvantaged) in returning to work by offering part-time and temporary placements in jobs based within local communities

•

The Tús initiative is a community work placement scheme that provides short-term work opportunities for unemployed individuals, serving as opportunities to benefit the community and voluntary organisations in both urban and rural areas

•

These workers perform their assigned tasks in a variety of roles, including reception, administration, and information provision

Reporting Structure The team of development managers, the advocacy support worker, and the regional administrator all report to the regional manager. All other roles, including volunteers, report to the development managers for their respective areas.

1.6 Responsibility The development managers are responsible for ensuring volunteers are familiar with this handbook and that the service’s policies and procedures are implemented. All other staff and volunteers are expected to support this process. The development manager is the key point of contact for you as a volunteer when facing any challenge in our workplace or in a situation where you wish to make suggestions about our operations.

1.7

Confidentiality It is an essential part of providing information, advice, assistance, and advocacy services that a relationship of trust exists between the client and the service. The principle of confidentiality is the cornerstone of the CIS. Confidentiality means that information given by a client to a volunteer remains confidential within the service and will not be disclosed without the client’s permission. This includes the fact that a particular individual is using the service. The public reputation of the service depends on stringent adherence to the principle of confidentiality.

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Everyone involved in the CIS is required to sign a Declaration of Confidentiality (refer to Appendix 10) and adhere to the Confidentiality Policy and Procedures of the organisation. The CIS policy is a generic policy covering confidentiality for all staff, including employees, scheme staff, and volunteers within a CIS. The policy is accessible on the intranet, or HIVE. A breach of this policy may result in the termination of your involvement in our service.

1.8 Conflict of Interest Independence and impartiality are essential elements of the CIS. To safeguard both actual and perceived independence and impartiality, the CIS seeks to minimise the possibility of a conflict of interest in the delivery of its services. As a volunteer, you are requested to assist in this by familiarising yourself with our Conflict of Interest Policy, understanding the circumstances that may give rise to a conflict, and promptly disclosing any actual or potentially perceived conflicts of interest to the Development Manager so that appropriate steps can be taken to avoid or manage potential conflicts of interest. A conflict of interest, or a perceived conflict of interest, may arise when personal, commercial, political, or other associations or interests influence judgement or actions when performing duties. For the complete policy, refer to Appendix 3. The policy includes examples of situations where a conflict of interest may arise.

1.9 Your Relationship with Paid and Scheme Staff The success of the CIS is dependent on paid staff, scheme workers, and volunteers working together as a team to ensure that the best possible service is provided to clients. Everyone within the service is expected to treat their colleagues with respect and courtesy, recognising that each individual makes a valuable contribution within the context of their respective roles. Each CIS has a dignity at work policy applicable to all staff of the organisation (see Section 4.1 below). One of the responsibilities of paid staff is to support and monitor the activities of volunteers in delivering quality service to the public. We anticipate your cooperation with the instructions provided by paid staff, who are responsible for ensuring the smooth running of the office. Paid staff are expected to maintain respectful communication with volunteers at all times. The CIS does not permit its paid staff to engage in voluntary work within the CIS.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

1.10 Volunteering Arrangements You will receive guidance from the development manager during induction training regarding the specific volunteering arrangements applicable at the centre where you are based.

1.11 Internal Communication It is essential for the efficient functioning of the CIS that everyone plays their role in ensuring effective communication. We expect your active engagement in internal communication mechanisms. Everyone is expected to access the service’s intranet site to read notice boards, check diaries, attend meetings, and read newsletters, including “Scope,” which is regularly produced by CIB. Volunteers are encouraged to make suggestions or voice their opinions, which should be addressed to their development manager or local mentor in the absence of a development manager.

1.12 Volunteering Time Your volunteer schedule will be agreed upon with the development manager. This may need to be changed from time to time, and we appreciate your flexibility where possible to ensure that the needs of everyone are accommodated. Punctuality and reliability are of great importance. If you are unable to attend your scheduled duty or anticipate being significantly late, please promptly notify the development manager or another designated person. Please provide advance notice of any planned absences to facilitate roster management.

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1.13 Appropriate Behaviour All individuals involved in the CIS are expected to work within our established policies and procedures, demonstrate loyalty to the organisation, and adhere to our core values. You will be required to sign a code of conduct. Please note that breaches of this Code of Conduct are treated with the utmost seriousness and may lead to the termination of your involvement with our service (see Section 4 below and Appendix 9).

1.14 Dress Code In general, you can expect to interact with members of the public during the course of your work. Therefore, it is important to present a professional image. The standard dress code is smart or casual. Body piercings, jewellery, and tattoos must be discreet. Given our close contact with colleagues and clients, it is essential to maintain a high standard of personal hygiene.

1.15 Representation of the Citizens Information Service You should be aware that you will only represent the CIS at the request of the development manager. In the absence of such a request, always make it clear that you are acting in a personal capacity. This includes, but is not limited to, communication with the media, liaising with other organisations, and joint initiatives with other bodies.

1.16 Gifts and Hospitality Occasionally, clients may offer money for services received. Since it is the policy of CIS to provide free services, and in order not to cause offence, please follow these procedures when offered money or gifts: •

Decline any money offered, expressing gratitude for the offer but explaining the voluntary nature of the CIS

•

Accept and leave biscuits, cakes, or similar items offered by callers in the centre for everyone to enjoy

For the complete policy (refer to Appendix 4).

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

1.17 Child Protection While working at the CIS, team members may become aware of potential risks to the protection and welfare of children. In such instances, the best interests of these children and young people are paramount. To protect their interests, our team members adhere to the CIS Child Safeguarding Procedures, which are designed to support the undertaking of CISs to safeguard children and young people. Volunteers are required to undertake mandatory training in child protection and welfare concerns, which the CIS will provide through the CIB Learning Hub. You are also required to read the child safeguarding procedures, sign the CIS Child Safeguarding Policy, and comply with its provisions.

1.18 Data Protection, or General Data Protection

Regulation (GDPR) Each CIS displays a Data Protection Notice for Users of the Service in its centres. You are required to complete the mandatory training on GDPR and data protection (refer to the list of mandatory trainings in Appendix 17). This training will be provided through the CIB Learning Hub. You are also required to read the Data Protection Notice and adhere to all the company GDPR and data protection policies and procedures. Non-adherence to GDPR policies and procedures is considered very serious and may result in the termination of your involvement in our service. Volunteer records are retained to facilitate their involvement in the CIS. In accordance with the GDPR, each CIS is required to obtain the consent of volunteers’ to hold and process their personal information. You will receive the Data Protection Notice for Volunteers and will be asked to sign the Data Protection Consent Form for Volunteers.

1.19 Health and Safety Health and safety is a matter of concern for everyone, including the board of directors, regional manager, development managers, employees, scheme workers, volunteers, contractors, and visitors. The safety statement of each CIS aims to minimise hazards and prevent accidents. It outlines the organisation’s approach to controlling and managing all identified risks. It is important that all individuals involved in the CIS contribute to ensuring a safe workplace for all users. Please read the Health and Safety Statement, ensure you understand your responsibilities within it, act upon those responsibilities, and raise any concerns you may have about it, no matter how minor, with the development manager. You are also required to sign these procedures as evidence of your commitment to playing a role in the organisation’s efforts to ensure a safe work environment for all. The statement and its associated practices and procedures will be covered in your induction.

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1.20 Employee Assistance Programme (EAP) An employee assistance programme is available to CIS staff. Its purpose is to provide counselling support for addressing work-related challenges. If you need to use the EAP, please contact the development manager, who will make the necessary arrangements. This service is completely confidential; further details are available on our intranet site.

1.21 ICT Policy and the Use of Office Equipment We expect that you will use information technology and office equipment such as photocopiers, telephones, etc. exclusively for CIS activities. You should never introduce new software to our equipment; only approved software is permitted. Occasional and necessary personal use of equipment is allowed. As a courtesy, please seek permission from the development manager, information officer, or administrator prior to use. Please refrain from accessing social media sites and private e-mails while using office equipment. This is to prevent the risk of malware. Cyber security poses a serious threat to all organisations, and to ensure that all our personnel are alert to this threat, completion of our cyber security training module is compulsory. This training is available on the CIB Learning Hub, and you will have the opportunity to complete it during your induction. Volunteers are required to sign the Acceptable Use Policy of CIB’s ICT Facilities, which you will receive during induction. The CIS ICT policy is compulsory for all staff, and any breach of this policy is taken very seriously and may result in a review of the Volunteer Agreement. Detailed information is available on the company’s intranet site.

1.22 Other Policies and Procedures Numerous other policies and procedures are relevant to your work at CIS. You will be guided on how to access these documents, and we expect that you will familiarise yourself with them as you begin your work at the CIS.

1.23 Duration of Commitment As communicated during the recruitment process, the service invests heavily in the training of new volunteers. Therefore, we request a minimum of a one-year commitment to the CIS. If you decide to leave the service or to take a long-term break, please notify the development manager at the earliest opportunity, and preferably in writing.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

1.24 Probation or Trial Period As a new volunteer, your first three months in the service are regarded as a trial period, providing an opportunity to assess whether volunteering with us is a suitable fit for both parties. During this period, we will also evaluate your ability to perform the required tasks. The trial period serves as an opportunity for you, as a volunteer, to determine whether you are comfortable with the responsibilities and whether you actually enjoy working with us. The trial period commences once you have completed the induction training and continues for a period of three months thereafter. Throughout this period, you may be assigned a designated support person(s) from whom the development manager will seek feedback. Alternatively, the development manager will periodically observe your performance in the workplace to assess your progress. You will also receive regular feedback during the trial period on your performance. This may involve informal discussions and, if necessary, suggestions for how you might approach things differently. At the end of the probation, the development manager will have a discussion with you about their decision regarding your future with the service. You will also receive a formal notification of the outcome.

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Expenses 2.1

Travel Expenses Travel expenses for regular-duty volunteers will not be reimbursed. Travel expenses incurred in the course of performing your duties will be reimbursed in accordance with the CIS financial guidelines, taking into account the provisions outlined below. If you are travelling outside a five-mile or eight-kilometre radius from your Citizens Information Centre or home (whichever is closer), travel expenses will be paid for all CIS meetings and training sessions, but not for attendance at social events. Expenses will also be paid if you are giving presentations or staffing information stands. When asked to perform rota duty at a centre different from your usual volunteering location or perform an extra duty at your regular centre, travel expenses will be reimbursed. Travel expenses in relation to attendance at CIB or CIS events and training courses will be reimbursed, subject to approval by the development manager. All travel expenses should be cleared by the development manager prior to being incurred. Approval is given verbally and may be assumed for events that you have been invited to and are organised by each CIS. However, this does not apply to events organised by other organisations, including CIB. Travel expenses will be reimbursed at rates approved by the Department of Public Expenditure and Reform. If you use your private vehicle for CIS purposes, you must have prior approval from your development manager and provide the CIS with the following documentation: 1. Confirmation of the car’s engine size 2. A copy of the current NCT certificate (if applicable) 3. Confirmation of insurance coverage from your current motor insurance provider, with confirmation that the CIS is indemnified 4. Confirmation that you hold a current valid driving licence You must provide confirmation of insurance coverage before your first journey on behalf of the CIS and each time you renew your insurance (usually annually). Under the Road Traffic Act of 1961, the responsibility for arranging motor insurance lies with the car owner. You will need to sign a motor insurance declaration form (available from your development manager).

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

All travel expenses should be claimed using the Travel Expenses Claim Form, available from the development manager. For further details on travel and subsistence, please consult the CIS Financial Control and Reporting Requirements. The relevant circular will be posted on the intranet site.

2.2 Subsistence If you are involved in CIS work outside your normal volunteer location or perform an extra day’s duty in your regular centre, you are entitled to have the cost of your coffee or tea break and lunch covered. Subsistence expenses may arise as a result of attending working group meetings, training, or additional work conducted outside your normal place of volunteering, such as attendance at Open Days. Such expenses must be pre-authorised by the development manager, and authorization is given verbally. Subsistence expenses are claimed using the Travel Claim Form mentioned above. These costs are reimbursed at rates approved by the Department of Public Expenditure and Reform. If you volunteer for more than 5 hours in your regular place of volunteering, you will be offered €5 towards the cost of your lunch.

2.3 Parking Parking costs incurred in the course of performing your duties in the CIS will be covered by the company. The process for managing this varies from area to area. The development manager will provide you with the relevant details for the area you are working in.

2.4 Childcare Childcare costs are not covered by the CIS under any circumstances.

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Training, Support, and Quality Reviews Training is of central importance in our service and is an essential component of delivering quality service. Face-to-face training is an important part of our training programme and plays a central role in fostering a strong team ethos within our service. Additionally, we provide a significant amount of training through Zoom. Both training delivery methods contribute to the development of a uniform approach to service delivery. A proportion of the CIS training is provided through the CIB Learning Hub, so you will need to register on the Hub and use it regularly. The development manager will arrange registration for the Learning Hub during induction training, and you will receive support to learn how to use it. Successful completion of all required training is essential to your continued involvement as a volunteer in our service.

3.1

Service Induction and Training When you start working in our service, you will undergo induction and training. The general induction programme applies to all voluntary roles. Following the general induction (refer to Appendix 15 for a sample Induction Checklist), you will then progress to the specific training that is relevant to the role you are undertaking. A list of trainings is included in Appendix 17.

3.2 Ongoing Training All volunteers are expected to participate in ongoing training as identified under the CIS’s annual training plan. Some training sessions are essential, and you will be given the necessary time to complete this training as a volunteer. Continuous training is required to ensure that you have up-to-date information and the skills necessary to perform your tasks to the required standards. Volunteers who do not complete their essential training may not be able to continue their role. Ongoing on-the-job training is an integral part of working in the CIS. We expect you to engage with and accept guidance, support, and direction from the development manager, information officer(s), and experienced volunteer colleagues who have been assigned as your mentors.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Experienced volunteers work with those who are new or less experienced, assisting in the overall training process by sharing their knowledge and expertise. This mentoring and coaching are ongoing.

3.3 Quality Reviews (QRs) The CIS is committed to delivering quality service to the public. To ensure this, we require all our staff, including volunteers, to adhere to agreed-upon quality standards, which are incorporated into our training programmes. We regularly conduct quality reviews with all staff, including volunteers. This means that the development manager, or nominated representative, will observe you while you perform your role. They will then give you feedback on the extent to which you relate to the client in accordance with the quality standards. This review offers a good opportunity to revise your understanding of the standards and make any required adjustments for improvement. They also provide an opportunity to receive praise and recognition for all aspects of your work that are done correctly. We consider this an essential component of ensuring that our service reaches the highest standards in meeting the needs of the public we serve. Training is available on the Learning Hub, which will help you prepare for these reviews.

3.4 Support Meeting The Annual Support Meeting, which will take place with your development manager, is an opportunity for you as a volunteer to: •

Discuss the service in general

•

Discuss your work and/or contributions to the service

•

Identify areas for improving the service, including your own work and/or contributions

•

Identify areas of expertise that could benefit the clients and the service

•

Check on progress

•

Identify any necessary training

•

Capture your feedback as a volunteer

•

Address any challenges or concerns you may have

•

Reconfirm your commitment to the volunteer agreement

This meeting provides an opportunity to discuss the current and future needs of the service in terms of volunteering and your own role.

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Volunteer Relations Policies and Procedures 4.1

Dignity at Work Policy Dignity is about a sense of self-worth, being treated with respect, and celebrating the differences that each person brings to the workplace. The CIS is committed to protecting the dignity of all its volunteers by implementing and promoting a safe and respectful work environment free from discrimination, bullying, harassment, or sexual harassment, as well as disrespectful behaviour. We will professionally address any complaints of such conduct. The list of other protected persons associated with the service includes: •

Board Members

•

Scheme Workers

•

Employees

•

Secondees

•

Clients

•

Business Contacts

•

Contractors

•

Any other visitors to the workplace

•

Any other person with whom a volunteer may have contact during their work

This policy applies to all work-related activities, training courses, business meetings, trips, or social events, regardless of location and whether or not they take place during normal working hours. Both the CIS management and its staff share joint responsibilities in implementing these policies. In other words, if you observe questionable behaviours, please speak to the development manager. If your concerns pertain to the development manager, kindly contact the regional manager.

4.2 Bullying, Harassment, and Sexual Harassment Policies Statement of Policy (for full policy, refer to Appendix 5). The policy of the CIS is to provide a workplace that is free from bullying and harassment (including sexual harassment) for all persons listed in 4.1 above.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

4.3 Volunteer Grievance Procedure If you encounter any challenges during your volunteering, please raise them with the development manager. If your concerns relate to the development manager, please contact the regional manager. Every effort will be made to resolve your problems informally. However, sometimes this may not be possible, and we have a formal grievance procedure that may be used in these instances. The full Grievance and Disciplinary Procedure is outlined in Appendix 6.

4.4 Anti-Fraud Policy Each CIS has a duty to protect its service, staff, and board from the consequences of dishonesty or fraudulent activity. We have a policy to support our endeavours in this regard. The policy relates to fraud involving the public funds with which we are entrusted for the purposes of providing our services. It also relates to the appropriate use of our assets. At a practical level, as a volunteer, you need to be familiar with our Information and Communications Technology Policy, which sets out the terms under which you have the use of our equipment. Additionally, you also need to be familiar with our Travel and Subsistence Policy, which outlines the rules for reclaiming legitimate expenses from our organisation. Our full anti-fraud policy is contained in Appendix 7.

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Leaving the organisation 5.1

Leaving Volunteers are asked to give as much notice as possible of their intention to retire from our service. If possible, please give this notice in writing. It is recognised that sometimes involvement with the CIC may end abruptly as a result of unforeseen circumstances. When leaving as a volunteer, please return the organisation’s keys, materials, or documents that may be in your possession to the development manager.

5.2 Extended Absence While the CIS tries to accommodate volunteers who have left the organisation and wish to return, it may not always be possible to do so. If you have been absent for six months or longer, you may be asked to attend a refresher training course prior to re-joining the organisation. When you re-join, you will be asked to re-sign all relevant agreements.

5.3 If Challenges Arise Volunteers who have completed training and their trial period may be requested by the development manager to leave in the event of the following (this list is not exhaustive): •

Breaches of confidentiality

•

Mistreatment of people using the CIS, colleagues, CIB staff, or other parties doing business with the CIS

•

Dishonesty

•

Unreliability

•

Inappropriate use of company assets and equipment

•

Bringing the CIS into disrepute

•

Persistent non-attendance for duties, training, and meetings

•

Being unable to perform tasks after adequate training and support

•

Displaying certain behaviours that negatively impact the quality of the service, such as bullying others, harassment, sexual harassment, and discrimination

•

Abuse of clients or co-workers

•

Not being able to follow standard procedures and policies

•

Not following board or management direction

•

Misuse of Information and Communication Technology (ICT)

•

Theft or fraud

•

Incapability through alcohol and/or illicit drugs

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

The CIS is committed to providing a safe and comfortable working environment for all its staff. If you encounter a challenge, please raise it through the appropriate channels; see Section 4 above (Volunteer Grievance). See Appendix 6: Grievance and Disciplinary Procedure. See Appendix 9: Volunteer Code of Conduct.

5.4 Exit Interviews (Optional) Sometimes we ask volunteers who are leaving the CIC to complete an exit questionnaire. The exit questionnaire helps us understand why volunteers leave, how they found the volunteering experience, and what suggestions they offer to improve the way the information centre operates.

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Volunteer Handbook

Appendices

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 1 List of Policies and Procedures The following is a list of policies and procedures published on our intranet site and will be shown at the induction. The development manager will register the volunteers on the site and direct them to the list of policies, procedures, and forms listed below. 1. Volunteer Agreement 2. Volunteer Code of Conduct 3. Confidentiality Policy 4. The CIS Strategy Statement 5. Health and Safety Statement 6. ICT Acceptable Usage Policy 7. CIS Quality Standards 8. CIS Financial Procedures and the Department of Finance memo on travel and subsistence 9. CIS or CIPs: Child Safeguarding Procedures 10. Child Safeguarding Policy for the CIS or Citizens Information Phone Service (CIPS) Signature Page 11. Data Protection Notice for Volunteers 12. Data Protection Consent Form 13. Motor Insurance Declaration Form 14. Support Meeting Documentation 15. Next of Kin Contact Details for Volunteers in the CIS 16. Exit Interview Form 17. List of mandatory training

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Appendix 2A Volunteer Role Title: Admin Support or Reception Purpose of the job: Responsible for reception duties, serving as the first point of contact for face-to-face clients, providing information, and assisting the development manager in the operation of the information service.

Main Duties •

Switchboard operation: answering phones and recording details for a follow-up consultation with an information officer

•

Directly assisting clients at reception and managing the queue

•

Supporting callers to access appointments with relevant clinics (FLAC, CAVA, local specialist clinics)

•

Supporting staff in the interview rooms

•

Inputting information into CIS data collection systems

•

Checking reception emails

•

Providing direct delivery of simple, non-confidential information and advice at the reception

•

Reporting Social Policy

•

Administrative duties, such as mail shots, recording incoming and outgoing posts, managing the FLAC rota and volunteer rota, and collecting customer feedback (surveys, comment cards, etc.)

•

Assisting and supporting the development manager with office-related work

•

Participating in quality reviews

•

Attending regular team meetings

•

Performing other duties as may be assigned by the development manager

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Appendix 2B Volunteer Role Title: Information Assistant Role Purpose of the job: To assist the Information Officer in providing information, advice, and advocacy services to the public and assist the team in the operations of the information service.

Main tasks and responsibilities: •

Assist the information officer in providing information, advice, and advocacy services to the public.

•

Assist callers to complete application forms or other administrative tasks relevant to their identified needs;

•

Support with the triage of clients

•

Schedule client appointments efficiently

•

Support the information officer on follow-up work arising from information sessions with clients

•

Identify cases that require advocacy and refer them to the information officer within the service

•

Assist clients in making contact with relevant support services as needed.

•

Record social policy

•

Undertaking relevant training (compulsory continuous development training)

•

Operation of the query management system

•

Representing the CIS at conferences, etc., as decided by the development manager

•

Participate in quality reviews

•

Attend regular team meetings

•

Performing other duties as may be assigned by the development manager

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Appendix 2C Volunteer Role Title: Information Provider Purpose of the job: To provide information, advice, and advocacy services to the public and assist the team in the work of the information service.

Main tasks and responsibilities: •

Providing comprehensive information, advice, and advocacy services to the public

•

The delivery of outreach services in the CIS area

•

Agreed follow-up work arising from information sessions with clients

•

Undertake short-term advocacy, if agreed upon with the development manager

•

Refer clients in need of advocacy services to the information officer within the service

•

Record information related to social policy challenges

•

Undertaking relevant training (minimum compulsory continuous development training)

•

Efficient operation of the query management system

•

Representing the CIS at conferences, etc., as decided by the development manager

•

Participate in quality reviews

•

Attend regular team meetings

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 3 Conflict of Interest Independence is an essential element of the services provided by the CIS. To safeguard actual and perceived independence and impartiality, each CIS must minimise the possibility of a conflict of interest in service delivery. Failure to effectively address conflicts of interest can tarnish the reputation of the organisation. This policy aims to ensure that all volunteers recognise and disclose actual and perceived conflicts of interest to the development manager (or another manager if more appropriate) and take necessary steps to prevent and manage them. A conflict of interest arises when personal, commercial, or political associations or interests inappropriately affect judgement or actions when performing duties. Volunteers must never use, or attempt to use, their position in the CIS to obtain any improper benefit for themselves, their family, or individuals associated with them. Furthermore, they must also not engage in any activity that may cause a conflict of interest for the CIS. Examples of situations where conflicts of interest may arise include: •

Receiving or being offered hospitality or gifts

•

Commercial and private business affiliations

•

Procurement

•

Personal relationships

•

Political activity

•

Employment

Hospitality or Gifts Accepting gifts or hospitality from third parties has the potential to create a conflict of interest. In order to address this issue, the CIS has a specific policy on gifts and hospitality. (Refer to Appendix 7). Volunteers who are offered gifts or hospitality should review the Gifts Policy or consult the development manager.

Commercial and Private Business Affiliations A volunteer may have family, friendship or business relationships with a business that is tendering for, or entering into, a CIS contract. If this were to arise, the volunteer should disclose such a relationship to the development manager in order to exclude themselves from relevant decision-making processes. However, in such circumstances, the volunteer should disclose such a relationship to the development manager in order to exclude themselves from relevant decision-making processes.

Employment Employment can pose a conflict of interest in terms of working for a similar information provision organisation or a company that the CIS has a business relationship with. Volunteers should disclose the nature of any secondary employment to the development manager where such employment may pose a conflict of interest.

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Political Activity The CIS does not discriminate against volunteers based on their political beliefs or opinions. However, volunteers must ensure that their political opinions do not compromise their obligations to the CIS. Each CIS operates as a non-political body, and therefore, scope for political activities can give rise to a conflict of interest if it is likely to compromise the CIS’s impartiality or undermine public confidence in the service. In cases where a volunteer’s declaration of public political involvement to the development manager may pose a conflict of interest. For example, if they intend to run for public office. The development manager should take the following considerations into account when a volunteer informs them of any public political involvement and must make a decision as to whether the volunteer’s political activity constitutes a conflict of interest: •

The extent of the volunteer’s public political involvement at the national or local level

•

The nature and level of the volunteer’s role in the CIS

•

The extent of the volunteer’s involvement in strategic decisions or CIS policy

Volunteers should also note that the CIS’s time and materials are not to be used for endeavours unrelated to the CIS business. For example, volunteers should not use the CIS’s time or resources for personal political activities. Volunteers are strictly prohibited from making statements or implications that suggest that the CIS endorses, guides, or supports their personal political activities. Any volunteer running for political office should consider taking leave of absence from their role, where practicable, during their campaign, as their political involvement may impact public confidence in the service. Additionally, they should also take precautions to ensure that the CIS is not mentioned while campaigning. It is not permissible for a volunteer of the CIS to simultaneously hold an elected role and continue to work as a member of management or on the frontlines with the public. Volunteers shall always act in the best interests of the organisation and never in their personal selfinterests. They must also declare any conflict of interest or any such circumstance as may be viewed by others as conflicting as soon as it arises. Volunteers are not permitted to seek financial gain or pursue any commercial advantages that might arise from their duties as CIS volunteers. The final decision regarding conflicts of interest will be made by the board of management. Please note that conflicts arising from the delivery of services are addressed under a separate policy. Examples of service delivery conflicts covered by this policy include: •

Conflicts of interest between clients and CIS volunteers

•

Volunteers advocating for their personal or family connections

•

Conflict of interest between clients and CIS board members

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 4 Gifts and Hospitality Occasionally, clients offer money for services received. The CIS policy is that this is a free service, and the following procedures should be followed in the event of being offered money or gifts:

Gifts Policy The primary objective of the CIS is to provide a free and confidential service to clients. Given the nature of our mandate, it is essential that the CIS operate in a way that is publicly defensible and does not give rise to grounds for suggestions of improper influence or conflicts of interest. In this regard, the receipt of business hospitality or gifts from those with whom the CIS has dealings must be governed by the highest standards and should withstand the closest possible scrutiny. The CIS has put in place this policy to assist volunteers in complying with their obligations. It should be read in conjunction with the Conflict of Interest Policy. Volunteers may only accept gifts or business hospitality that are specifically allowed by this policy.

Acceptance of Gifts The acceptance of gifts by volunteers of CIS from those who have dealings with CIS has the potential to damage the reputation of CIS and the volunteer concerned. For this reason, CIS discourages volunteers from receiving gifts and has placed strict limits on the type of gift that can be accepted. In order for a gift to be accepted, the below conditions must be met: •

The gift must not be in the form of cash or a cash equivalent (such as a voucher)

•

The gift must be valued at €30 or less (for the purposes of calculating this amount, gifts from the same source over a 12-month period should be aggregated)

•

The person or company offering the gift must not be considered as part of the CIS procurement process

•

The development manager must have consented to the acceptance of the gift by the relevant volunteer

For the purposes of this policy, a “gift” is any item or benefit that is given free of charge or at less than its commercial price. Any gift above an estimated value of €30 should be refused or returned. Under no circumstances are volunteers permitted to solicit gifts, directly or indirectly. Volunteers may also not approach any business with which they have contact through their official duties, seeking sponsorship or support for themselves or for any individual, club, charitable organisation, association, trade union, or other organisation.

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Business Hospitality In connection with their roles within the organisation, volunteers may receive invitations to attend business hospitality events organised or sponsored by third parties. The only forms of business hospitality that may be accepted by volunteers are the provision of a working meal or invitations to attend educational, knowledge-building or networking forums that take place within Ireland and relate to an area of expertise relevant to CIS. Volunteers should note that failure to adhere to the CIS’s rules on the acceptance of gifts and business hospitality may result in a review of the Volunteer Agreement.

Collections and Lotteries Policy Collections, lotteries, raffles, balloting for prizes, and the sale of tickets in connection with such ventures are not to be undertaken on the CIS’s premises without the expressed advanced permission of the Development Manager.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 5 Bullying, Harassment, and Sexual Harassment Policies The board of management and manager(s) bear the responsibility of ensuring that bullying, sexual harassment, or harassment does not happen and that complaints in these regards are addressed promptly and efficiently. The board and management set the standard by treating all in the workplace with courtesy, respect, and will: •

Promote awareness of the dignity at work policy and procedures

•

Be vigilant for signs of bullying or harassment, and take action before a problem escalates

•

Respond to volunteer complaints with sensitivity and fairness

•

Ensure that the alleged perpetrator is treated fairly

•

Ensure that a volunteer making a complaint is not victimised for so doing

•

Monitor and follow up on the situation after a complaint is made so that bullying, harassment, or sexual harassment does not recur

•

Review the policy on a regular basis in line with changes in the law, relevant case law, or other developments

•

Effectively communicate the policy to all individuals who may be potentially affected by it, including management, paid employees, scheme workers, volunteers, clients, and business contacts

Furthermore, the policy has both informal and formal procedures for addressing incidents of any of these unacceptable behaviours. Complaints related to bullying, harassment, and sexual harassment from volunteers will be treated with fairness, sensitivity, respect, and confidentiality for all parties concerned. Volunteers who lodge complaints of bullying, harassment, or sexual harassment, express their intent to do so, support a complaint, or give evidence in proceedings will not be victimised. It is important to note that the board or management will not assume culpability for individuals against whom such allegations of bullying, harassment, or sexual harassment are made in the course of handling or investigating the complaints.

Definitions For the purposes of this policy, bullying, harassment, and sexual harassment are defined as follows:

Bullying The Health and Safety Authority1 (HSA) defines bullying as: “Repeated, inappropriate behaviour, whether direct or indirect, whether verbal, physical, or otherwise, conducted by one or more individuals against another or others, at the workplace and/or in the course

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of employment. This behaviour could reasonably be regarded as undermining the individual’s right to dignity at work”. “An isolated incident of the behaviour described in this definition may be an affront to dignity, but once-off incident is not considered to be bullying”. An individual may be subjected to bullying by a board member, staff member, or non-volunteers such as clients or business contacts of the CIS, both within the workplace and off-site at work-related events. Bullying or harassment can be perpetrated against an individual or group of volunteers and can take many forms, both obvious and more subtle or insidious. Examples of bullying include: •

Open aggression, threats, shouting, verbal abuse, and use of obscenities

•

Humiliating and ridiculing a person in front of others

•

Imposing unattainable deadlines

•

Consistently finding faults with an individual’s work and using this as an excuse to humiliate the individual rather than trying to improve their performance

•

Undermining behaviours

•

Withholding necessary information for task completion

•

Excessive supervision and checking an individual’s work

•

Constantly taking credit for another person’s work while avoiding responsibility when issues arise

•

Spreading gossip or baseless rumours

The list on the previous page gives an indication of what constitutes bullying, but it is neither exhaustive nor prescriptive. It is important to note that bullying does not include: •

Legitimate management responses to pressurised situations that require immediate action or that arise from staff shortages, increased workload, etc. This includes reasonable actions that can be justified as regards the safety, health, and welfare of staff members;

•

Constructive and fair criticism of a volunteer’s work or performance;

•

An isolated incident of any of the behaviours listed above. This might be an affront to dignity, but a once-off incident is not considered bullying

Harassment The CIS expressly prohibits any form of harassment. The CIS aims to apply and uphold the standards and definitions set forth under the Employment Equality Acts of 1998–2015 to all individuals associated with the CIS, regardless of their employment status within the company.

HSA Code of Practice on the Prevention and Resolution of Bullying at Work. May 2007.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

The acts provide the following definition of harassment: “…any form of unwanted conduct related to any of the discriminatory grounds which has the purpose or effect of violating a person’s dignity and creating an intimidating, hostile, degrading, humiliating, or offensive environment for the person.” “Unwanted conduct” includes spoken words, gestures, or the production and display of written words, pictures, and other material. This includes offensive gestures or facial expressions, unwelcome and offensive calendars, screen savers, e-mails, and any other offensive material. The company will protect volunteers from sexual harassment and harassment when working for the service. It distinguishes between sexual harassment (sexual or gender-based) and harassment based on one or more of the other grounds. Harassment is based on the following nine grounds: 1. Gender: man, woman (this also includes transgender) 2. Civil Status: single, married, separated, divorced, widowed, in a civil partnership within the meaning of the Civil Partnership and Certain Rights and Obligations of Cohabitants Act 2010, or being a former civil partner in a civil partnership that has ended by death or been dissolved 3. Family Status: responsibility as a parent or as a person in loco parentis in relation to a person under 18, or as a parent or the resident primary carer of a person over 18 with a disability that is of such a nature as to give rise to the need for care or support on a continuing, regular, or frequent basis 4. Sexual Orientation: heterosexual, bisexual, or homosexual 5. Disability: this is very broadly defined in Section 2(1) of the Employment Equality Act and includes most disabilities. “Disability” means: a. the total or partial absence of a person’s bodily or mental functions, including the absence of a part of a person’s body; b. the presence in the body of organisms causing, or likely to cause, chronic disease or illness. c. the malfunction, malformation, or disfigurement of a part of a person’s body; d. a condition or malfunction that results in a person learning differently from a person without the condition or malfunction; or e. a condition, disease, or illness that affects a person’s thought processes, perception of reality, emotions, or judgement, or which results in disturbed behaviour, and includes a disability that exists at present, previously existed but no longer exists, may exist in the future, or is imputed to a person 6. Age: protection against age-related discrimination 7. Race: race, colour, nationality, or ethnic or national origins

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8. Religious belief: includes different religious backgrounds or outlooks (including the absence of religious belief) 9. Membership of the Traveller Community: “Traveller community” means the community of people who are commonly called Travellers and who are identified (both by themselves and others) as people with a shared history, culture, and traditions, including historically a nomadic way of life on the island of Ireland The protection of the Act extends to situations where the volunteer does not have the relevant characteristic related to the discriminatory ground but the perpetrator believes that he or she has that characteristic, for example, if the perpetrator believes the volunteer is gay and the volunteer is not. Protection is also extended to cover different treatment of a volunteer because he or she has rejected or accepted the sexual harassment. Harassment can include the following: •

Acts, requests, spoken words, gestures, or the production, display, or circulation of written words, pictures, or other material

•

Jokes, comments, ridicule, or songs

•

Text messages, emails, and notices

•

Jostling, shoving, or any other form of physical assault

•

Visual displays, such as posters or badges

•

Gestures, posturing, or threatening poses

•

Excessive monitoring of work;

•

Isolation or exclusion from work-related social activities

•

Unreasonably changing a person’s job content or targets

•

Pressure to behave in a manner that the volunteer thinks is inappropriate, for example, being required to dress in a manner unsuited to a person’s ethnic or religious background

A single incident may constitute harassment. This list is neither exhaustive nor prescriptive.

Sexual Harassment For the purposes of this policy, sexual harassment is defined as: “… any form of unwanted verbal, non-verbal, or physical conduct of a sexual nature which has the purpose or effect of violating a person’s dignity and creating an intimidating, hostile, degrading, humiliating, or offensive environment for the person”. Examples of sexual harassment include: •

Physical conduct of a sexual nature—this may include unwanted physical contact such as unnecessary touching, patting, pinching, or brushing against another volunteer’s body, assault, and coercive sexual intercourse

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

•

Verbal conduct of a sexual nature—this includes unwelcome sexual advances, propositions or pressure for sexual activity, continued suggestions for social activity outside the workplace after it has been made clear that such suggestions are unwelcome, unwanted or offensive flirtations, suggestive remarks, innuendos, or lewd comments

•

Non-verbal conduct of a sexual nature—this may include the display of pornographic or sexually suggestive pictures, objects, written materials, emails, text messages, or faxes. It may also include leering, whistling, or making sexually suggestive gestures

•

Gender-based conduct—this includes conduct that denigrates, ridicules, or is intimidating or physically abusive of a volunteer because of his or her sex, such as derogatory or degrading abuse or insults that are gender-related

This list is neither exhaustive nor prescriptive. It is up to each individual to decide what behaviour is unacceptable, irrespective of the attitudes of others. If a volunteer feels they are being discriminated against, harassed, or sexually harassed, they can raise a complaint under the Grievance Procedure set out in this Volunteer Handbook.

Other Supports A volunteer who feels they are being bullied or who has had an allegation of bullying, harassment, or sexual harassment made against them must contact the development manager. The development manager may offer the Employment Assistance Programme as a support.

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Appendix 6 Volunteer Grievance and Disciplinary Procedures Grievance Procedure It is recognised that, in the first instance, all grievances or disputes between the volunteers, fulltime and part-time paid staff, and scheme worker participants should be resolved by the individuals concerned or between the individual(s) concerned and the development manager within the dayto-day operations of the CIS. It is important that all parties involved be mindful of staff morale and proactive to avoid issues escalating. A grievance is essentially a complaint based on experiencing a real or perceived injustice in the workplace. If a volunteer believes that they’re being treated inappropriately or have unfair work conditions, they can invoke the grievance procedure. Generally, grievances can be resolved through open communication and clarification of the underlying issue(s). The types of issues suitable for referral under the grievance procedure include: •

Allocation of work

•

Assignment of duties

•

Rostering arrangements

•

Access to training

•

Health and safety issues

•

Relationships with work colleagues

•

Organisational change or new working practices

Note: This list is not exhaustive. In exceptional cases where challenges persist, steps need to be taken to ensure that service continuity is not affected. •

The volunteer should submit their grievance in writing to the development manager

•

The development manager will investigate the matter and, if deemed necessary, arrange a meeting with all parties involved to hear and clarify the details of the grievance

•

The development manager’s decision in relation to the grievance will be communicated to the volunteer within five working days after the hearing, or, in exceptional circumstances, no later than one month from the date of the hearing

•

If the grievance relates to the development manager, then the volunteer should put his or her grievance in writing to the regional manager, who will then follow the same steps to follow up on the matter

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appeal Procedure Should the volunteer be dissatisfied with the outcome of the meeting, the volunteer may appeal the decision in writing, within ten working days of the meeting, to the regional manager. A meeting will be arranged with the regional manager and one board member to hear the appeal. The volunteer may be accompanied to this meeting by a CIS colleague who is not directly involved in the issue. The volunteer will be informed of the decision of the appeal meeting of the board within five working days. This decision will be considered final.

Disciplinary Procedure Good volunteer management involves dealing with challenges arising from unsatisfactory behaviour as soon as they become obvious. If a volunteer exhibits unsatisfactory behaviour, the development manager will arrange a meeting, which the volunteer will be required to attend in the event of the following: •

Breaches of confidentiality

•

Mistreatment of people using the CIS, colleagues, CIB staff, or other parties doing business with the CIS

•

Dishonesty

•

Unreliability

•

Inappropriate use of company assets and equipment

•

Bringing the CIS into disrepute

•

Persistent non-attendance for duties, trainings, and meetings

•

Being unable to perform assigned tasks after adequate training and support

•

Displaying behavioural problems that impact the quality of the service, such as bullying others, harassment, sexual harassment, and discrimination

•

Abuse of clients or co-workers

•

Not being able to follow standard procedures and policies

•

Not following the board of management’s direction

•

Misuse of information and communication technology (ICT)

•

Theft or fraud

•

Incapability through alcohol and/or drugs

This list is not exhaustive. Depending on the extent of the problem, the development manager may arrange a meeting with the volunteer to discuss the issue(s) and may: •

Agree planned actions to resolve the difficulties within an agreed timeframe for the changes to take place, followed by a review of the progress of the planned actions

•

Ask the volunteer to leave the organisation

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CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 7 Anti-Fraud Policy The CIS recognises the importance of protecting its services, reputation, and the well-being of its staff and board from the consequences of fraudulent activities. Accordingly, the CIS expects the highest standards of ethical behaviour from all volunteers. This policy sets out the roles and responsibilities of volunteers when it comes to addressing fraud or suspected fraudulent activities. The policy includes the following details: •

Definition of fraud

•

Statement of principles

•

Procedures for reducing the potential for fraudulent activity

•

Procedures for reporting and investigating suspected fraud

This policy relates to fraudulent activities concerning CIS funds and assets. It is applicable to all the CIS-controlled funds and assets, including service delivery grants and projects administered by the service companies. Volunteers should ensure that they familiarise themselves with other relevant policies, procedures, and regulations, as appropriate, including: •

Information and Communications Technology Policy

•

Travel and Subsistence Policy

Definition The term “fraud” is used to describe various acts of dishonesty such as deception, bribery, forgery, theft, extortion, corruption, conspiracy, embezzlement, misappropriation, false representation, concealment of material facts, false pretences, false accounting, and collusion in the foregoing acts. For the purposes of this policy, the term “fraud” includes attempted fraud. For practical purposes, fraud can be defined as the use of deception to gain an advantage, attempt to gain an advantage, avoid an obligation, or cause loss to another party. It is impossible to give an exhaustive list of activities and behaviours that may constitute fraud. Some of the following are examples of fraudulent behaviours:

•

Offering or accepting gifts or hospitality in return for favourable decisions

•

Claiming payment for goods not received or services not performed

•

Claiming payment for time not worked

•

Submitting false or exaggerated claims for reimbursement of expenses

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•

Forging or altering documents

•

Purchasing items for personal use with CIS funds

•

Theft, misappropriation, or unauthorised use of CIS property

General Principles •

It is the CIS’s policy to investigate all cases of suspected fraud and, where appropriate, to pursue legal remedies available under the law

•

Where appropriate, cases of suspected fraud will be reported to the Gardaí or other appropriate authorities for investigation

•

Any act of fraud involving a volunteer, ascertained upon investigation, or pursuant to a criminal conviction, through acknowledgement by the volunteer concerned, shall result in termination of the Volunteer Agreement. Moreover, it may result in forwarding information to the appropriate authorities for criminal prosecution

Reducing the Potential for Fraudulent Activity The CIS employs a range of actions to reduce the potential for fraudulent activities, including written policies and procedures requiring transactions to be properly authorised and providing sufficient segregation of duties.

Reporting Procedures The CIS encourages volunteers to report all cases of fraud or suspected fraud to the development manager without delay. On receipt of such a report, the development manager should report the case to the regional manager. In circumstances where a volunteer is unable or unwilling to report the matter to the development manager, they should report the case to the next level of line management. In making such a report, volunteers must be cautious to prevent making false accusations or alerting suspected individuals. It is important to understand that an honest and reasonable report of suspicious circumstances does not compromise the good reputation of individuals who are subjects of such suspicion. The CIS is firmly committed to ensuring that there will be no discriminatory or retaliatory action against any volunteer who makes a report in good faith. If a volunteer believes that they have been retaliated against for making such a report, they should immediately report the perceived retaliation to the development manager or to the next level of line manager, if appropriate. All such reports will be investigated with strict confidentiality. While anonymous reporting is discouraged, in situations where it is supported by evidence, it may serve as the basis of an investigation.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 8

Citizens Information Service Volunteer Agreement The CIS welcomes

as a volunteer in the area of

The ability to deliver information and advice to the public is assisted by the level of exposure a volunteer has to a wide range of queries on a weekly basis. It is hoped that all volunteers delivering information will be in a position to commit a day a week (or two half days) to the service. This includes attending trainings and meetings, which are crucial to maintaining a high level of service. The days and hours will be agreed upon with the development manager of the service. The CIS commits to: •

Delivering quality information, advice, and advocacy services to the public

•

Valuing the commitment volunteers make

•

Providing induction and on-going training relevant to the role

•

Supporting the volunteer to carry out their role to the best of their ability

•

Integrating volunteers into the team

•

Giving and getting feedback

•

Respecting volunteers

•

Including volunteers in the development of the service

•

Responding professionally to any problems that may arise

•

Covering approved expenses

The volunteer commits to:

•

Supporting the delivery of quality information, advice, and advocacy services to the public

•

Volunteering within the ethos and values of the CIS

•

Being a member of the CIS intranet site and CIB Learning Hub

•

Abiding by the Health and Safety Statement

•

Abiding by the Child Protection Policies and Procedures

•

Abiding by the CIS Volunteer Code of Conduct

•

Abiding by GDPR policies and procedures

•

Abiding by the ICT Acceptable Usage Policy

•

Abiding by the CIS Confidentiality Policy

•

Abiding by all other CIS policies and procedures relevant to the agreed role

•

Working as a team member

•

Working within the CIS management structures

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•

Performing their volunteer duties to the required quality standards

•

Completing quality reviews (where applicable to the volunteer’s role)

•

Attending volunteer duties at the agreed-upon time or providing advance notice of an inability to attend

•

Completing the minimum compulsory training as notified by the development manager

•

Taking part in other relevant training identified by the development manager

By signing this agreement, it is understood that neither party intends to create a legally binding relationship.

There is a trial period of six months from completion of your induction training. Start date:

Review date:

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 9

Citizens Information Service Code of Conduct for Volunteers This code of conduct for our volunteers defines the standards of behaviour expected of our volunteers in order to ensure that: •

The CIS operates effectively, transparently, and accountably

•

Volunteers maintain productive and supportive relationships with fellow volunteers, management, employees, and other internal and external stakeholders of the CIS

The Code of Conduct for Volunteers applies to all volunteers within the CIS and should be shared with new volunteers as soon as they agree to take on a volunteering role in the organisation. All volunteers should ensure that they have read, signed, and complied with this Code of Conduct. This code of conduct is provided to the volunteer during induction training. Volunteers should maintain the highest standards of behaviour in the performance of their duties by: •

Fulfilling their role as outlined in the Volunteer Handbook to a satisfactory standard

•

Reading and understanding the Volunteer Handbook provided at induction training

•

Performing their volunteer role to the best of their ability in a safe, efficient, and competent way

•

Keeping all service matters confidential

•

Following the CIS policies and procedures, as well as any instructions or directions reasonably given to them

•

Acting honestly, responsibly, and with integrity

•

Acting in accordance with the CIS principles and core values

•

Treating others with fairness, equality, dignity, and respect

•

Raising concerns about any possible wrongdoing, including fraud, which the volunteer has witnessed in the course of their role, with their development manager or, if the complaint is in relation to the development manager, with the regional manager

•

Meeting agreed commitments and providing sufficient notice when they will not be available so that alternative arrangements can be made

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•

Acting in a way that is in line with the purpose and values of the CIS and that enhances the work of the CIS

•

Communicating respectfully and honestly at all times to each other, management, employees, and other internal and external stakeholders of the CIS

•

Observing safety procedures, including any obligations concerning the safety, health, and welfare of other people, in line with the training provided to volunteers as set out in the induction training

•

Directing any questions regarding the CIS policies, procedures, support, or supervision to their development manager as their point of contact

•

Addressing any issues or difficulties about any aspect of their role or how they are managed in line with the CIS Grievance and Disciplinary Procedures as outlined in the Volunteer Handbook

•

Declaring any interests that may conflict with their role or the work of the CIS (e.g., business interests or employment). If any doubt arises as to what constitutes a conflict of interest, volunteers should seek guidance from their development manager

•

Exercising caution and care with any documents, material, or devices containing confidential information and following the appropriate data protection and confidentiality guidelines

•

Seeking authorisation from their development manager prior to communicating externally to stakeholders on behalf of the CIS

•

Maintaining an appropriate standard of dress and personal hygiene.

•

Not advocating on behalf of clients through elected political representatives. If a client wishes to go to a political representative, he or she should be furnished with a complete list of all such politicians in their area

•

Not being alone with children at any time during the course of their duties

•

Committing to value-for-money initiatives and environmental or sustainable approaches where necessary

•

Returning all keys, materials and documents in their possession to their development manager when quitting their role as volunteers with the CIS

Volunteers are expected not to: •

Bring the CIS into disrepute (whether through the use of email, social media and other internet sites, engaging with media etc. or by any other means)

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

•

Seek or accept any gifts, rewards, benefits, or hospitality in the course of their duty

•

Engage in any activity that may cause physical or mental harm or distress to another person (such as verbal abuse, physical abuse, assault, bullying, discrimination, or harassment based on gender, civil status, family status, sexual induction, religion, age, disability, race or membership of the Traveller community)

•

Be affected by or be under the influence of alcohol, drugs, or medication which will affect their abilities to carry out their duties and responsibilities while volunteering

•

Provide a false or misleading statement, declaration, document, record, or claim in respect of the CIS, to the board of management, regional manager, development manager, employees, scheme workers or volunteers

•

Engage in any activity that may damage CIS property

•

Take unauthorised possession of CIS property that does not belong to them

•

Engage in fraud or any other illegal activity while carrying out their role

•

Improperly disclose, during or after their involvement with the CIS, confidential information acquired in the course of their duty

In the event that a volunteer breaches the standards outlined in this Code of Conduct or in any of the CIS policies and procedures, such conduct may result in the volunteer’s position being terminated. Notwithstanding the foregoing, volunteers should note that the CIS may terminate a volunteer’s position without cause or justification. Volunteers should acknowledge that no employment relationship is created in the context of their role with the CIS. The board of directors will review the Code of Conduct for Volunteers at three-year intervals, or as deemed appropriate. The regional manager and development managers are responsible for ensuring that this policy is implemented effectively. All other staff and volunteers, including the CIS board of management, are expected to facilitate this process.

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Appendix 10

Citizens Information Service Declaration of Confidentiality The CIS respects the volunteer’s rights to privacy and confidentiality (which extends to their private lives). In return, we expect all volunteers to act responsibly in maintaining the confidentiality of all privileged information and services delivered (including paper and electronic) while volunteering with the CIS. I hereby declare that I have carefully read the CIS Confidentiality Policy, which was provided to me at my induction meeting. I agree to uphold strict confidentiality in relation to all matters concerning the CIS and the activities of its staff, centres, outreaches, and any other meetings relevant to my role. I understand that if I breach the Confidentiality Policy, such a breach may result in the termination of my role as a volunteer with the CIS.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 11

Motor Insurance Declaration Form Motor Insurance Declaration Name: Address:

Centre: Car Registration: Car Engine Size: Current NCT Certificate Yes/No/Not applicable):

I declare that I hold a private motor policy number

with

insurance company and that I hold a current

valid driving licence. I am aware that Citizens Information Service does not accept liability for any loss or damage resulting from the use of my car on official business.

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Appendix 12

Next of Kin Next of Kin contact details for volunteers in Citizens Information Service Name of volunteer: Centre:

Next of kin details to be contacted in an emergency: Name: Tel no: Address:

Date:

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 13

Volunteer Handbook Acknowledgement Statement Acknowledgement of Receipt I have received this Volunteer Handbook introducing the CIS policies and procedures. I confirm that I have read the Volunteer Handbook, understand its contents, and undertake to abide by service’s policies and procedures.

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Appendix 14

Data Protection Consent Form for Volunteers In accordance with the Data Protection Acts 1988-2018, (‘’the Acts’’) and the General Data Protection Regulation (‘’GDPR’’) (Regulation (EU) 2016/679) (each as amended, revised, modified or replaced from time to time).

Citizens Information Service CLG, registered address

requires your consent to do the following: 1. Process your personal data to: a. Allow us to coordinate all aspects of your role as a volunteer in our service b. Assist us in our various processes, such as the identification of training needs and performance appraisal processes c. Keep you up-to-date and informed in relation to the organisation and your role d. Contact the nominated individuals in the event of an emergency e. Keep a record of personal data in hard and soft (electronic) copies 2. Process any sensitive or special categories of personal data you have provided to: a. Allow us to coordinate all aspects of your role as a volunteer in our service b. Assist us in processes such as the identification of training needs and performance appraisal processes c. Keep you up-to-date and informed in relation to the organisation and your role d. Contact the nominated individuals in the event of an emergency e. Keep a record of sensitive or special categories of personal data in hard and soft (electronic) copies 3. We may share your personal data, including sensitive or ‘special categories’ of data, with third parties as set out in Schedule 1 of our Data Protection Notice for Volunteers. We may also share your personal data, including sensitive or ‘special categories’ of data, with specific third parties for the following purposes:

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

THIRD PARTY

PURPOSE

4. Process your data for statistical or reporting purposes We will: •

Use this information only for the processing referred to at points 1, 2, 3, 4 above

•

Store the personal data securely

•

Delete the personal data in accordance with our Data Protection Notice for Volunteers

•

Not unlawfully disclose the personal data to any other organisation

For further information, please see our Data Protection Notice for Volunteers, a copy of which has been provided to you.

To withdraw consent This consent will continue until you notify us of your wish to withdraw consent. If you wish to withdraw your permission to the use of this information, please contact the regional manager

Please note that until we are notified of your intention to withdraw consent and are in a position to action such withdrawal, all processing as set out here shall be considered lawful. The withdrawal of your consent may mean the necessary withdrawal of your role as a volunteer within the organisation, on the basis that we are no longer able to coordinate this role without your personal data.

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Consent Please tick the boxes below, sign, and date this form if you agree to the terms outlined above: I consent to processing at point 1 above I consent to processing at point 2 above I consent to processing at point 3 above I consent to processing at point 4 above

Glossary “Processing” Processing is any operation or set of operations that is performed on personal data or on sets of personal data, whether by automated means or not. These operations include collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment or combination, restriction, erasure, or destruction.

“Personal data” Personal data means any information relating to an identified or identifiable natural person (data subject). An identifiable natural person is someone who can be identified, directly or indirectly, in particular by reference to an identifier, such as a name, an identification number, location data, an online identifier, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.

“Special categories of data” Special categories of personal data can also be known as sensitive data. This is data that refers to racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health, or data concerning a natural person’s sex life or sexual induction.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 15

Citizens Information Service Volunteer Induction Checklist Name: Volunteer Role:

Date:

CHECKLIST Welcome new volunteer to the service and briefly explain their role. Go through standardised procedures to support the delivery of a quality information and advice service. Go through the Volunteer Agreement and sign in duplicate. Go through the Volunteer Code of Conduct. Review the Confidentiality Statement and sign the Declaration of Confidentiality in duplicate. Sign the Child Safeguarding Policy for CIS/CIPS. (see CIS Intranet site). Complete Next of Kin form - in case of an emergency contact. Sign the Volunteer Handbook Acknowledgement Statement. Go through CIS Customer Charter and Customer Complaints Procedure. Review and explain the Acceptable ICT Usage Policy. Review the Dignity at Work policy. Register the volunteer on Oyster and ensure they can log on. Register the volunteer on the CIB E-Learning hub and ensure they can log on. Register the volunteer on CIS intranet site and ensure they can log on. Explain the Employee Assistance Programme to the volunteer. Tour of office including introductions to staff and other stakeholders on site. Discuss with the volunteer how the CIS service works on a day-to-day basis. Discuss the relationships between different roles within the CIS Service (who is responsible for what, lines of communication, communications policy). Issue the volunteer with the organisational chart.

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COVERED please tick

Explain CIS relationships with relevant external agencies, especially local agencies with which there is a lot of on-going contact. Explain the phone system. Explain the telephone policy and procedures, message taking, telephone etiquette and dealing with clients on the phone. Confirm the volunteer's hours and what to do if the volunteer cannot present for duty. Explain the rate of Travel and Subsistence (T & S) expenses and the procedure for claiming these (Claim Form). Give an outline of the office filing system and reference material. Show the volunteer where the stationery and supplies are stored. Point out the location of leaflets, booklets, guides and Annual Reports (both CIS and CIB). Provide the volunteer with the CIS Service Strategy Statement. Outline the initial training schedule, training policy, probation period, and organisation’s expectations, e.g., attending meetings. Give clear guidelines on the role of the volunteer. Issue the Volunteer Data Protection Notice. Review parking facilities. Go through Acronyms handout. Explain health and safety procedures, fire procedures and location of fire alarm or extinguishers, exits etc. Go through Health and Safety Induction checklist. Sign the Health and Safety Acknowledgement Statement.

CITIZENS INFORMATION SERVICE VOLUNTEER HANDBOOK

Appendix 16 CIS Confidentiality Policy The CIS policy is a generic policy that covers confidentiality for all staff (employees, scheme staff, and volunteers) within a CIS. The policy can be viewed on the Intranet or HIVE.

Appendix 17 Mandatory Training All the courses listed below are available on the CIB eLearning platform. You will be provided with access to this platform, as well as a @citinfo.ie email address to log in to the eLearning, when you start with the CIS. The courses listed below are essential training courses. Your development manager will arrange your participation in a selection of Continuous Development Courses on the eLearning site each year. There are other courses that may be of particular value to your role as a volunteer in the CIS. These may include reception courses and information-provision courses. Your development manager will have a discussion with you about any relevant courses.

TRAINING COURSE

FREQUENCY

ADMIN SUPPORT / RECEPTION

INFORMATION ASSISTANT

INFORMATION PROVIDER

Induction Training for Information Providers

Once-off

•

Essential Training for Information Providers

Once-off

•

Child Protection

Annually

•

Cybersecurity Awareness

Annually

•

Data Protection in the CIS

Annually

•

Health and Safety: Manual Handling

Once every 3 years

•

Protection of Vulnerable Adults

Once

•

Quality Reviews in the CIS

Once

•

Advocacy in the CIS

Once

•

Customer Service and Reception Skills

Once

•

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•

Supported and Funded by the Citizens Information Board

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Visit www.citizensinformation.ie Citizens Information Phone Service 0818 07 4000