Genesis Housing Volunteer Supervisor’s Pack
Kelly volunteered with us at a time of change. We were changing IT systems and had all sorts of problems with connectivity for users. She worked really diligently to make that happen. We were short of staff in the team at the time so her support was invaluable. To see her confidence build and her skills build was great. She became an integral part of our team. It was a pleasure to work with her it was a pleasure to work with her as a volunteer and now as a permanent member of the team. Belinda Tomkins, Head of Health, Safety and Environment
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Contents Inducting volunteers Induction checklist 15 Relevant policies 16 Volunteer expenses 16 Volunteer timesheet 17 Volunteer mileage claim form 17 Setting up the volunteer on IT systems Trial period 18
The basics 10 step guide to recruiting a volunteer 2 The Genesis Volunteering Team 2 Minimum standards 3 Monitoring and evaluation requirements 3 Planning for volunteer role Deciding on the volunteer role and tasks 7 Volunteer role profile template 8 Risk assessment of volunteer roles 9 Risk assessment template 10 Criminal record checks (DBS checks) 11 Process for getting a DBS check 12 Other safer recruitment methods 12 Supporting volunteers with additional needs 12 Recruiting volunteers Advertising 13 Preparing for and conducting volunteer interviews Volunteer Interview Record template 14
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Supporting and supervising volunteers Individual Learning Plan 19 Volunteer task list 19 Genesis values and behaviours 20 Tips on supporting and developing volunteers Training for volunteers 21 Tips for successful supervision meetings 21 Buddy system 22 Complaints about and by volunteers 23 Recognising and thanking volunteers 24 Extending volunteer roles 24 When a volunteer leaves When a volunteer withdraws 25 References 25 Applying for a paid job with Genesis Volunteer Satisfaction Survey 25 Feedback on this pack 27
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The Genesis Volunteering Team
Follow these simple steps to recruit a fantastic volunteer!
You, as the Volunteer Supervisor, are responsible for: • Setting the volunteer tasks and activities • Arranging and giving the volunteer’s induction and appropriate training • Supporting the volunteer with their personal and professional development • Paying the volunteer’s expenses • Making sure the volunteer is safe
1 Identify a role/tasks that a volunteer could help with 2 Fill out the Volunteer Role Profile and send it to the Volunteering Team 3 Discuss and agree the role profile with the Volunteering Team 4 Agree the methods of recruitment (e.g. volunteer database, Volunteer Centre) and deadline for applications 5 Shortlist applications and invite the candidates 6 Conduct interviews with shortlisted candidates 7 Feedback results to successful and unsuccessful candidates 8 Arrange and conduct the induction for the volunteer 9 Discuss with your volunteer what their personal development goals are Send required data to the Volunteering Team (ongoing)
The basics
10 step guide to recruiting a volunteer
The Genesis Volunteering Team is located in the Volunteering, Enterprise, Employment and Training (VEET) as part of Genesis Connect. The Volunteering Team is responsible for: • Supporting departments to recruit and manage volunteers • Providing additional support to volunteers where necessary • Collecting information about volunteering placements across the whole organisation Richard Sharp Head of Diversity and Social Inclusion Aku Caliph Education, Employment and Training Officer
Harriet Riley Care and Support Coordinator
Lauren Picton Volunteer Programme Manager
Salma Khan Administrator 3
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Minimum standards As a volunteer’s supervisor you will ensure that volunteers: 1. Are treated fairly, equally and with respect and are not discriminated against. 2. Are given a clear written role description and are not expected to carry out tasks that they are not skilled or supported/trained to do. 3. Have a named supervisor to support them with their volunteering. 4. Receive induction and ongoing training 5. Have regular 1-1 supervision sessions at least every 4 weeks with their supervisor 6. Have the chance to review their role description in 1-1 supervision sessions. 7. Be reimbursed for agreed ‘out of pocket’ expenses incurred as a result of volunteering. 8. Are clear on what to do if they have a problem or complaint and who they can talk to 9. Work in a safe, healthy environment and are covered by insurance when volunteering. 10. Are consulted about issues affecting them. 11. Are acknowledged and thanked for their volunteering contribution. 12. Receive information and support when needed if they are claiming welfare benefits.
In return, Genesis expects volunteers to: 1. Treat other people fairly, equally and with respect 2. Be honest and trustworthy 3. Make themselves aware of and comply with Genesis policies and procedures, such as Equal Opportunities, Health & Safety, Confidentiality, Data Protection, Safeguarding and Professional Boundaries 4. Complete volunteering tasks to the best of their ability 5. Hand in claims for reimbursement of expenses to an authorised member of staff, providing relevant receipts to support the claim. 6. Be reliable and on time and meet agreed commitments. If they are unable to attend, they must inform their supervisor or another member of staff as soon as possible. 7. Raise any problems or difficulties at the earliest opportunity with their supervisor 8. Attend any agreed training, meetings or supervision sessions. 9. Inform the relevant agencies that they are volunteering with Genesis, if they are in receipt of welfare benefits. 10. Take responsibility for their personal belongings while volunteering on or off site. 11. Inform their supervisor if they wish to stop volunteering
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Monitoring and evaluation requirements The Volunteering Team is responsible for capturing information on volunteer placements across all Genesis teams and departments, gathering and celebrating examples of good practice and ensuring that the minimum standards are being met. You are required to provide the following information to the CONNECT Volunteering Team. When the volunteer starts • Confirmation of DBS clearance • Volunteer start date • Whether the volunteer is a Genesis resident • Completed emergency contact details form On a monthly basis • Number of volunteer hours completed each month (Volunteer Timesheet) • Volunteers taking part in formal training • Any relevant feedback or recommendations When the volunteer moves on • If the volunteer gains employment within Genesis • If the volunteer gains employment outside Genesis • Volunteer leaving date • Volunteer satisfaction survey Corporate volunteers • Number of corporate volunteers • Number of corporate volunteer hours
Recruiting a volunteer with extra support needs What does “extra support needs” mean? Volunteers with extra support needs include individuals who may have learning disabilities, mental health problems, physical disabilities, or sensory impairments. It can also include individuals who are going through drug or alcohol rehabilitation, ex-offenders, are long-term unemployed, are housebound, have very little English or low self-esteem. Many organisations are anxious about involving volunteers with additional needs for a variety of reasons. While it’s perfectly ok for an organisation to limit who it welcomes, you also shouldn’t exclude volunteers with additional needs because you don’t have the confidence to manage them. Scope’s Top 10 Tips from Disabled volunteers 1. Concentrate on ability rather than disability. 2. Listen to the volunteer; they understand their impairment best. 3. Remember what the volunteer can do for you, not what you can do for them. 4. Be clear and consistent about the role and the volunteer’s responsibility to the organisation. 5. Be prepared to have some flexibility around role descriptions. 6. Think outside the box. 7. Ask the volunteer about their communication needs. 8. Address negative attitudes towards disability - whether from staff, other volunteers or clients. 9. Prepare to challenge and be challenged. 10. Make sure that disabled volunteers feel part of the team. 5
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Use respectful language It is very important to be aware of the impact that language and words can have in relation to social issues such as homelessness, crime, addiction, immigration and disability. Nobody likes to be labelled and language can be both discriminating and disempowering. When it comes to language and volunteers with additional needs you should: Ask - Don’t be afraid to ask the individual how you should refer to their disability or support need. A volunteer may prefer a psychiatric disability to be referred to as a ‘challenge’, while another volunteer living in supported housing may prefer not to be labelled as ‘homeless’. Asking for the volunteer’s opinion is the first step in developing an inclusive volunteering environment. Put the person first - Use language which puts the individual first and their disability or support need second. For example, there is a big difference between saying ‘people with disabilities’ and ‘the disabled’. When using a label to describe a volunteer’s support need, avoid suggesting that they are the support need. For example, use the
phrase “he has a drug addiction” instead of “he is a drug addict”. Don’t be afraid to make a mistake Saying the wrong thing or doing something foolish is a common concern for people when it comes to discussing sensitive issues with potential or current volunteers. Respectful language is extremely important. However, not knowing the politically correct terminology can prevent people from addressing sensitive issues at all, thus adding to fear and ignorance. Don’t let fear of making a mistake stop your conversation with your volunteers. Listen well and notice when what you say isn’t quite right for the individual.
Use appropriate actions Actions are as important as language. Here are a few important points to remember when meeting with volunteers with additional support needs: • Speak directly to the person, not to their support worker or companion • Don’t treat people as your intellectual inferiors • Don’t gush, pity, patronise, over-praise or fuss • Ask if you can help if it looks like help is needed, but do not feel offended if your offer of help is turned down • Remember that not all additional support needs are obvious Training Additional training is available if you think it would be helpful in supporting and managing your volunteer. Welcoming Diversity, Epilepsy Awareness, Evacuation Chair Training can be booked via iTrent or you can speak to you line manager about other training which may be helpful for you and your team.
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Planning for a volunteer role
Deciding on the volunteer role and tasks When thinking about a new volunteer role, here are some things to consider: • The role should contribute to your department’s objectives or Genesis corporate objectives • If you require repetitive tasks to be done, such as photocopying or scanning, think about including a few additional tasks that bring some variety and interest • Volunteers should not be used as substitutes for paid staff • When planning a volunteer role involve staff in the team on deciding what the volunteer role will be. Staff may have concerns about volunteers, such as volunteers taking employees jobs, or feeling that volunteers are unreliable or may be more of a hindrance than a help Involving your team to plan the volunteers activities • Each staff member lists their total job duties and responsibilities. • Then each staff member develops a wish list of additional activities they would like to be able to tackle, if time and resources permitted. • Finally, each staff member goes through these lists to assess which activities could benefit from volunteer involvement.
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Volunteer Role Profile Template The role profile template is available on the Volunteer Page on Genie. If your department wants to recruit a volunteer, complete this form and email it to the Volunteering Team. They will get in touch with you to finalise the role description and discuss methods of recruitment. Examples of completed volunteer role profiles can be found on the Volunteering Page on Genie.
Role title Reporting to Based at Commitment required Role purpose What’s in it for the volunteer Skills and experience required
Training and support Expenses Is a criminal record check (Disclosure and Barring Service check) required for this role? Is this role suitable for volunteers with additional needs?
Choose a title that describes the role clearly and accurately. Think about what would appeal to potential volunteers. The role should sound interesting and dynamic. It can (but does not have to) contain the word ‘volunteer’ e.g. befriender, painting and decorating, gardening volunteer. Name/position of staff member who will be the volunteer’s supervisor Area/office name and address Number of days per week, or number of hours per week, length of placement (e.g. 3 months, 6 months). Be as specific as possible Brief description of role and who benefits; how it contributes to Genesis corporate objectives. Try to complete in one sentence only. e.g. experience, training, opportunities available List of skills needed to perform the role. The skills must be related to the tasks that are to be completed. The skills can be ‘essential’ or ‘desirable’. Think about whether a volunteer needs to already have the skill or can be trained ‘on the role’. If any personal qualities are required (e.g. confidence, attention to detail) you can include these here. Avoid having a long list of requirements, you don’t want to discourage people from applying. Will there be some training/support available before and during the role? Such as supervision sessions, volunteer meetings, telephone support, etc. Genesis aims to reimburse reasonable travel expenses, and If working a full day of more than 4 hours, the cost of lunch up to £5. Volunteers must provide a receipt. The cost of expenses will have to come out of your department or project budget. Yes/No If yes, explain why: Examples of additional needs are physical disability, mental health issues, learning disabilities, alcohol/drug recovery, ex-offenders. See section below on supporting volunteers with additional needs
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Risk assessment of volunteer roles It is important to conduct a risk assessment of new volunteer roles, and to regularly revise the risk assessment for existing volunteer roles. The risk assessment should be signed by the volunteer as part of their induction, before they start any activities. All risk assessments should be on SHUB and anyone completing the assessments should be trained. Some risks that may be relevant are: • client or volunteer being abused (physical, emotional, financial) • volunteers exceeding role descriptions, skills, boundaries or authority • Manual Handling • Working at heights • Chemical safety • DSE • Lone working Risk rating Hazard - something with the potential to cause harm. Risk - the likelihood (high, medium or low) of the harm actually occurring. Risk Rating - equals impact x probability. Use the Risk Matrix Table to multiply the scores assigned.
The assigned risk ratings have the following meanings: High (16-36) Immediate action and/or cessation of activity until actions completed Medium (8-15) Action required to reduce risk Low (1-7)No further action required The higher the risk rating the higher the priority for action.
Probability 1 Remote 2 Unlikely 3 Possible 4 Likely 5 Probable 6 Almost Certain
1 None
Risk Score Impact 2 3 4 Minor Moderate Serious
5 Major
6 Critical
1
2
3
4
5
6
2
4
6
8
10
12
3
6
9
12
15
18
4
8
12
16
20
24
5
10
15
20
25
30
6
12
18
24
30
36
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Risk assessment template RISK ASSESSMENT
DATE:
Jan 2013
ASSESSOR:
Mr Smith
REVISION NO.:
1
REVISION DATE:
23 Jan 2014
TASK/ EVENT/OPERATION BEING ASSESSED
Estate Inspection volunteers
DATE & LOCATION
Feb 2013
DESCRIPTION OF ACTIVITY
PERSONS AT RISK
The volunteers will initially shadow trained estate inspection staff on estate inspections. The volunteers will then be expected to undertake estate inspections on their own.
Staff and volunteers.
HAZARD IDENTIFIED
HARM
EXISTING CONTROL MEASURES TO CONTROL THE RISK
RISK RATING
FURTHER ACTION REQUIRED
OVERALL RISK
Residents attack volunteers and staff
Physical injury
Volunteers will be informed of Health and Safety at their induction session Volunteers will have access to Guardian 24
Low
There may be a need for ongoing training for volunteers and staff if certain issues are flagged up as risk.
Low
Residents are flagged up on Northgate as a risk to volunteers
Physical injury
Property managers will inform volunteers of any risks on estates.
Low
Further training or protective clothing.
Low
Volunteers injure themselves Physical in the office as part of their injury volunteer duties
Volunteers will input data on H&S section of Genie
Low
Volunteers will be trained on appropriate health and safety measures as part of their induction.
Low
Volunteer Statement: I have read the above risk assessment and agree to act in a safe and responsible manner during my volunteer placement. Volunteer name.............................................................................................. Signature................................................................................................................ Date................................... Manager name................................................................................................ Signature................................................................................................................ Date................................... 10 25118 Genesis Managers Pack.indd 10
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Criminal record checks (DBS checks) A Disclosure and Barring Service (DBS) check (formerly 'CRB check') provides information about a volunteer’s criminal history. The check helps us determine whether a person is a suitable candidate for the role for which they are applying and prevents unsuitable people from working with vulnerable groups,
including children. Only certain roles and activities are eligible for checks, and DBS checks should not be used simply as a ‘just in case’ box ticking exercise. Discuss with the Volunteering Team whether the volunteer role requires a DBS check. The following diagrams will help you to think about this.
Regulated Activity relating to children and young people
Important - this chart does not apply to family arrangements and personal non-commercial arrangements (these are not covered by the DBS system) and should be read in conjuction with the full guidance from the Department for Education, available via www.education.gov.uk/childrenandyoungpeople/safeguardingchildren/a00209802/disclosure-barring START HERE 1. Does the role involve working only with young people who are 16 or 17 and who are volunteers or employees?
NO
YES
2. Does the role involve providing personal care, healthcare, registered child-minding or foster caring?
NO
YES. This role does appear to be regulated activity.
3. Does the role involve volunteering for a school, children’s home, or childcare premises on a regular basis?
YES
4. Does the role involve any of the following activites on an unsupervised basis: teaching, training, instructing, caring for,supervising, providing advice or guidance on well-being or driving a vehicle only for children?
NO
YES This role does not appear to be regulated activity. Why? 16 and 17 year olds are not considered vulnerable if they are in volunteering or employment situations.
Is the role supervised?1
YES. This does not appear to be regulated activity.
NO. This does appear to be regulated activity.
1 Supervised means regular supervision by someone who themselves is in Regulated Activity. See Department for Educations’s guidance on supervision, available via www.education.gov.uk/childrenandyoungpeople/safeguardingchildren/a00209802/disclosure-barring 2 Regular means carried out by the same person frequently(once a week or more) or on four or more days in a 30-day period (or in some cases overnight).
NO. This does not appear to be regulated activity.
Is the role undertaken regularly?2
YES. This does appear to be regulated activity.
NO. This does not appear to be regulated activity.
Example: Volunteer in a school Khalid, a new volunteer, helps children with reading at a local school for two mornings a week. Khalid is generally based in the classroom, in sight of the teacher. Sometimes Khalid takes some of the children to a separate room to listen to them reading, where Khalid is supervised by a paid classroom assistant, who is in that room most of the time. The teacher and classroom assistant are in regulated activity. The head teacher decides whether their supervision is such that Khalid is not in regulated activity. Example: Volunteer in a befriending setting John, a befriending volunteer, is scheduled to start visiting an older resident with a physical disability and early signs of dementia. The befrienders have been trained and are due to start the befriending volunteer placement within the next 2 weeks. The befriending supervisor risk assesses the contact of the volunteer and as there will be 1-1 unsupervised activity, a DBS check is required for all volunteers undertaking unsupervised contact before their placement starts. 11
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Process of getting a DBS check During the interview, confirm that the candidate is willing to complete a DBS check. Explain that the offer of the role would be conditional on the check being completed and cleared. Once the volunteer has provisionally accepted the role, you should put them in touch with the Genesis Connect team to complete the DBS application form and provide the necessary documentation. Other safer recruitment methods It is important not to rely only on DBS checks, but to have other measures in place to ensure that Genesis residents, staff and volunteers stay safe. Regulated Activity relating to adults
Important - this chart does not apply to family arrangements and personal non-commercial arrangements (these are not covered by the DBS system) and should be read in conjuction with the full guidance from the Department for Health, available via www.education.gov.uk/health/files/2012/08/regulated-activity-adults-V2.pdf Does the role involve any of the following activities? 1. Providing health care either by or under the supervision of a health care professional
2. Assisting an adult with eating, drinking, toileting, washing, bathing, dressing, oral care, care of the skin, hair nails or teaching someone to do one of these tasks
3. The provisionof social work by a social care workerin connection with any health or social services
YES. This does appear to be regulated activity.
4. Assistance with cash, bills and/ or shopping because of an adult’s age, illness or disability
5. Assisting an adult with eating, drinking, toileting, washing, bathing, dressing, oral care, care of the skin, hair nails or teaching someone to do one of these tasks
6. Transporting an adult to or fromtheir place of residence and a place where they have reeived or will receive health care, personal care or social care (excludes taxi drivers)
• • • • • • • •
Have clear task descriptions that define the volunteer’s responsibilities Conduct risk assessments for each volunteer role and re-assess these regularly Ask prospective volunteers to complete an application form that asks about their work/volunteering history. Interview candidates Hold information sessions for staff and volunteers to ensure that everyone is clear about boundaries and processes Have a clear induction process for volunteers Have a trial period for volunteers (of up to four weeks) Vigilant, ongoing, day-to-day supervision is crucial, in order that unusual or concerning behaviour is picked up at the earliest opportunity.
Supporting volunteers with additional needs Genesis would like to encourage all departments to consider opening up their volunteer opportunities to people with additional support needs. These could be people with mental health problems, with chronic health conditions or physical disabilities, with learning disabilities, who are long-term unemployed, or have recently been homeless, with a history of offending, who are recovering from drug or alcohol addiction, or who are escaping domestic violence. The Care and Support Team can help you to assess whether a volunteer role would be suitable for someone with additional needs. The Care and Support Team will also provide assistance and advice on an ongoing basis after the person has started volunteering.
NO. This does not appear to be regulated activity.
Note – Anyone who provides day-to-day management or supervision of persons involved in these activities is in Regulated Activity
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•
Preparing for and conducting volunteer interviews Volunteer interviews should be thorough, but friendly and informal. They should be a two way process where you get to know the potential volunteer and they get to know you and the role they are applying for. Here are some tips for conducting volunteer interviews: • Prepare the interview questions. The questions should be simple and designed to bring out the best in the candidates. • The questions should be based on the skills and experience required for the role. Some examples are in the template overleaf. • The interview should be no more than 30-40 minutes long. Aim for the atmosphere to be informal and friendly yet professional and thorough.
•
• • •
•
Have 2 people on the interview panel. Avoid having more than two interviewers as this can be intimidating. Ideally the person who will supervise the volunteer should be one of the interviewers. The other interviewer can be a team member (staff or long-term volunteer). In advance decide who will meet and greet, who will ask what questions and who will escort the candidates out. If you have enough time, consider introducing the candidates to the team members that they will be volunteering with. Use the Volunteer Interview Record template below to keep notes and scores on all the candidates. This will be useful when giving feedback to unsuccessful candidates and may be important if an unsuccessful candidate complain afterwards. After the last interview, the panel meets to deliberate, analyse scores and determine the order of the appointable candidates (who must meet or exceed each essential criteria). Agree who will provide verbal feedback to unsuccessful internal candidates.
Recruiting Volunteers
Advertising The Volunteering Team will advise on the most appropriate recruitment method. If you are recruiting for just one volunteer, it may be appropriate to advertise only to Genesis residents or to people on the volunteer database. If this method does not get enough applications, then you can move to wider methods. If you are looking for several volunteers or a large group, a full and wide recruitment campaign may be best. This could be through the Genesis website, Volunteer Centres, the Do it website, UCL, Metro, Reach, Twitter, estates/neighbourhood notice boards and through the Care and Support Team etc.
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Volunteer Interview Record Candidate name: __________________________________ Interviewer name: _________________________________ Scoring system: 1 = Unsuitable, lots of negatives 2 = Some negative behaviours 3 = Mixed response
Date: ___________________________________________ Volunteer role applied for: ____________________________ 4 = Clearly meets criteria, mostly positives 5 = Exceptional, lots of positive
Question
Icebreaker question: Tell us a little about yourself. 1. Why do you want to volunteer? Why this particular role? 2. W hat experience do you have of (ENTER DETAIL HERE)? Based on skills and experience required 3. What experience do you have working in a (ENTER DETAIL HERE) environment? 4. Scenario question: (ENTER QUESTION HERE) 5. Any questions for us? Clarify expenses Clarify availability and commitment Clarify need for a DBS check Feedback: Outcome of interview: Offer Regret Hold
Candidate response
Score
N/A
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Item
Inducting volunteers
Induction checklist Completed (tick) and date
Introduction to Genesis’ aims and activities A tour of the premises where you will be based, including tea/coffee facilities and toilets Introduction to the workspace, including photocopiers, computer and printer, stationery, telephone Health and safety, including fire exits, first aid box and what to do in the event of an emergency Exchange telephone numbers with your supervisor so you can advise them if you are delayed or not able to volunteer on a particular day, and if they need to contact you when you are not volunteering Discuss and agree your volunteer role and tasks Discuss any risks involved in your volunteer role and how to avoid or reduce them You and your supervisor sign the Risk Assessment form Boundaries of volunteer/customer relationships Relevant policies and procedures What expenses will be reimbursed and process for claiming expenses How to raise a complaint or dispute Personal Development Plan template and training available Attendance at Genesis Corporate Induction Training on any manual work (if relevant) Completed emergency contact details form (including details of any medical conditions) and copy given to the Volunteering Team Sign the IT policy declaration Complete form to request access control ID card Advise Association Insurance Manager of the length of the placement and the type of volunteering Confidentiality agreement – supervisor to keep copy, scan and send copy to Volunteering Team
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Relevant policies Volunteers should read the following policies, which can be found on the Volunteering Page on Genie. Policy
Health & Safety Policy Equality and Diversity Policy
Confidentiality Policy Safeguarding of Children and Young People Safeguarding of Vulnerable Adults Professional Boundaries
Summary
Commitment to ensuring the health and safety of staff, volunteers and customers, including processes to promote a safe working environment and conducting risk assessments Outlining Genesis’ commitment to actively encouraging the inclusion of staff, volunteers and customers regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Recognising the contribution of all employees and volunteers and challenging all forms of discrimination. Rules and declaration limiting access and placing restrictions on certain types of information. Outlines the duty and responsibility of staff, volunteers and trustees working on behalf of the organisation in relation to safeguarding under 18s. How to recognise abuse and a clear procedure that will be implemented where vulnerable adult protection issues arise Outlines the duty and responsibility of staff, volunteers and trustees working on behalf of the organisation in relation to Safeguarding Vulnerable Adults (aged over 18 years). How to recognise abuse and a clear procedure that will be implemented where vulnerable adult protection issues arise How to interact with customers/clients, including keeping a professional distance and declaring gifts.
Volunteer expenses You should have already discussed with the volunteer during the interview whether you are able to reimburse expenses. It’s extremely important to reimburse actual out-of-pocket expenses only. Any money received over the expenses actually incurred is considered as income, it can cause problems for volunteers in terms of tax and
welfare benefits. The additional sum may also be regarded as a payment in return for work (wages), inadvertently creating a contract with volunteers that gives them some or all employment rights. Process for reimbursing expenses The preferred method is to give the volunteer a pre-paid Oyster card specifically
for their travel as a volunteer. The supervisor can use the corporate credit card via the Team Manager to buy the Oyster top up. Volunteer must complete the Volunteer Timesheet and submit this to their supervisor along with travel receipts. After checking the receipts, you should contact Facilities Management (FM) to reimburse the volunteer their expenses. It is important to
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contact FM beforehand to make sure that Volunteer Timesheet Form they have sufficient petty cash available for Volunteer volunteers. If your volunteer placement is Project name name taking place outside one of the main offices (e.g. Camden, Willesden and Stratford) you will need discuss the establishment of a Volunteer Volunteer petty cash or reimbursement arrangement role start date within your work setting. Lunch: If the volunteer is volunteering for Volunteer’s Volunteer’s over 4 hours (e.g. from 10.00 am until 2.00 email contact pm) then as a duty of care to the volunteer address number they should be given a lunch voucher (for the Supervisor’s Supervisor’s value of £5.00). These lunch vouchers can contact name be obtained from the volunteer’s supervisor number who is responsible for the reimbursement of Supervisor’s expenses for volunteers. Alternatively, they email can be reimbursed up to £5 for lunch and address must provide receipts. If you are unable to use FM or your department’s credit card for expenses, you Number of hours Travel expenses Week commencing can raise a cheque by completing a cheque completed paid? Tick request form which is obtainable via Genie. Example: 7 hours ✔ Please ensure to attach all receipts when Monday 13 October handing this in to finance
Lunch expenses paid? Tick ✔
IMPORTANT: Without the Volunteer Hours and Expenses Form and receipts, the volunteer will not receive reimbursement. 17 25118 Genesis Managers Pack.indd 17
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Setting up the volunteer on IT systems Volunteers must complete the IT Policy Declaration which is available on Genie, and send it by email to the Systems & Support Team on ITServiceDesk@genesisha.org.uk unless this form is completed and returned, volunteers will not be granted access to the IT network. If the volunteer placement is longer than 4 weeks the volunteer can be given an ID Access card. To request a card, the volunteer’s supervisor must complete the Genesis Access Control ID Card Request Form which is available on Genie and clearly write the card is for a volunteer.
Dear volunteer,
Local information The following websites might also be useful: • http://www.coolplaces.co.uk/guides/uk/england • www.timeout.com • http://www.weekendnotes.co.uk/city-list/
If there are any issues during your review, we will do our best to sort these out. Volunteering placements at Genesis generally last up to 6 months, although we can be flexible and placements can be extended in some cases. Please sign below and return this letter back to the volunteering team for our records.
Trial period We recommend that you have a trial period for every volunteer. This should be between 1 and 4 weeks, depending on how often they will be volunteering. For example, you might have a one-week trial period for a full time volunteer, or a 4 week trial period for a volunteer that does a few hours per week. Be up-front with the volunteer about the trial period, making it clear that it is a two-way review to see if the role is suitable for both parties. If the supervisor or volunteer feels that the role is not working out, refer the volunteer to the Volunteering Team to find alternative opportunities. However if you have serious concerns about the volunteer in terms of safeguarding issues or inappropriate behaviour, you should terminate the placement. You can approach the Volunteering Team for support. A trial period letter is laid out on this page of the pack.
Congratulations you have secured a volunteering placement within Genesis! This placement will be for a 4 week fixed period on a trial basis. You will then have a review with your volunteer supervisor to make sure you are both happy for the volunteer placement to continue. This gives us an opportunity to work in partnership with yourself on how we can make your placement as enjoyable as possible.
Yours faithfully The volunteering team I (Name) ___________________________________ understand that my volunteering placement will initially be on a trial basis for up to 4 weeks Signed ____________________________ Date______________________________
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Supporting and supervising volunteers
Volunteer Personal Development Plan Please fill out sections 1-3 only at the start of your placement. This is your Volunteer Personal Development Plan for you to keep a record of your progress. If you have any extra information, fill out on a separate sheet and attach. Name of volunteer Name of supervisor 1. Where am I now? Write down any experiences, achievements and skills that you have developed and identify any gaps.
2. Where do I want to be? Reflect on where you want to be, personally and academically and set your goals.
4. What have I achieved? Prepare a detailed plan Monitor your progress on how you are going to and record your achieve your goals. achievements, no matter how small, on a regular basis. 3. How do I get there?
5. How did I do? Having achieved something, look back and reflect on how you did it and what you might do better next time.
DATES Volunteer task list This template may be useful for volunteers and supervisors to log the tasks that a volunteer needs to complete. For each task the supervisor and volunteer agree a realistic deadline, and the volunteer can record when the task is completed. This may be useful when the supervisor or volunteer are working on different sites or for when the supervisor is not always present. How long Requested Will volunteer need support to Deadline for Date Brief description of task will it by & date of complete, if so, who and when completion completed take? request can support?
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Genesis values and behaviours We have included the Genesis values and behaviours below. You can bear these in mind when supporting your volunteers to think about the skills and experience they have gained. If they intend to apply for paid jobs in Genesis, they will need to provide evidence of having these values and behaviours.
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I communicate openly, finding out how teams work to achieve, and celebrate, shared goals. I proactively get involved to make a positive impact to, and promote, the Genesis brand.
Partnership Working – Working together to achieve shared goals for our customers, our Respect – Treating people fairly; recognising, people and our organisation. Behaviours: understanding and celebrating difference. • I am open to challenge and prepared to Behaviours: challenge others. • I treat others professionally • I understand our business and work with • I act ethically and with integrity others to deliver results. • I am open-minded and non-judgemental. • I focus on solutions and resolving issues, Efficiency – Using our resources (people, not blaming others. money, time) wisely, and challenging waste Customer Focus – Putting the customer and duplication, to get the best results. (internal and external) first – treating our Behaviours: customers with consistency and sensitivity. • I use time effectively and plan • I am personally accountable for how I use Behaviours: • I take personal responsibility and resources. ownership to make things happen. • I manage and evaluate my performance, • I am able to adapt to changing focussing on continuous improvement circumstances and come up with Good Employer – Everyone working creative solutions. together to make Genesis a great place to • I treat customers as individuals who have work. choices. Behaviours: • I value my colleagues.
Tips for supporting and developing volunteers Every volunteer is different, so do not make assumptions about their support and development needs. • As part of the induction, talk to the volunteer about their aspirations and discuss how volunteering at Genesis might help them achieve their goals. • Agree when and how often ‘structured’ supervision meetings will happen. • Be clear about your availability. • Agree goals together, and keep a note of achievements in the Individual Learning Plan • Consider allocating more experienced volunteers to coach and support newer volunteers • If a new volunteer wants help or advice from a staff member who used to be a Genesis volunteer, this may be able to be arranged if contact is made with the volunteer team. • Some volunteers may need coaching and support on recognising the skills that they are developing. • allocate time specifically for training/ development • The Volunteer and Employment team may invite volunteers to attend occasional pre-employment and training sessions.
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Training for volunteers Volunteers are eligible for attending the in-house courses listed below. You can look on Genie on the learning pool or on iTrent for details of upcoming training. You can book a place for the volunteer by talking to a member of the Learning and Development Team. Available training may include: • Genesis Corporate Induction and overview of Group Policies • Introduction to Genesis Housing Association/shadowing departments • Increase skills in use of IT Packages • Personal development training via Genesis Housing Association • Safeguarding • Other relevant training Tips for successful 1-1 meetings between managers and volunteers Before the meeting • Before the first meeting, clarify with the volunteer what happens in supervision meetings • Arrange the date and time of the meeting well in advance, to allow the volunteer enough time to add
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their evidence to their Individual Learning Plan Remind/encourage the volunteer to give the draft of the Personal Development Plan (PDP) and to you before the meeting. Set aside enough time in case major issues come up and need plenty of discussion. Prepare – look at the notes from the last supervision meeting and any items brought forward. Avoid cancelling or persistent postponement Be punctual Book a private place, well in advance, where you can both speak freely – confidentiality is an important element of supervision
During the meeting • Agree a shared agenda • Make the space comfortable • Pay attention to your body language • Listen more than you talk • Aim for an environment where it is safe for both parties to be open about weaknesses as well as strengths.
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Don’t assume you know everything there is to know about the volunteering role – things change and every volunteer will bring something different to the role. Record information
Things to discuss Use the Individual Learning Plan as the basis for discussing objectives and learning needs. • Review work carried out since last session • Pick up on any issues with client/user groups, other volunteers or staff. • Allow some time to discuss personal issues that may be affecting the volunteer’s work. • Share information about the organisation and any changes • Check if any training needs have arisen from the work and that the volunteer has adequate resources. • Agree a time to meet again. If you do this at the end of the supervision session, you won’t forget to book it later. • Finish on a positive note, reiterating the things you have agreed to do as well as the volunteer’s targets. Don’t forget to follow them up. 21
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Sample agenda • What’s going well? • What are your current challenges? How can these be addressed? • Review your goals, including progress and actions • Discuss and record any changes to the goals • Discuss learning activities completed, and identify any new learning activities • Agree date and time of next meeting • Challenging and Difficult Issues • Balance any challenging or criticism with positive feedback and praise. • Challenge sensitively and appropriately. Choose the more important issues to address. • Don’t avoid conflict. Don’t evade the issue until it becomes a crisis for fear of upsetting the volunteer. • Be prepared to answer difficult questions and to take responsibility for decisions you make. • Empower the volunteer by asking him/ her to come up with suggestions of how to resolve problems.
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Negotiate and agree targets wherever possible, so that both parties are comfortable with the decisions.
Buddy system Volunteer can ask for a peer mentor or ‘buddy’, who is a Genesis volunteer that has progressed into paid work. As the volunteer’s supervisor, you will remain their main point of contact and source of support. The buddy, having a shared experience as a volunteer, will be an informal source of advice, support and friendship. The volunteer should contact the Volunteering Team to request a buddy. The buddies will also assist in delivering training programmes and induction sessions for new volunteers.
sometimes go wrong. A volunteer may have a grievance about another volunteer, a member of staff, or the organisation itself. Similarly, a volunteer’s performance may be unacceptable, or someone may be unhappy about a volunteer’s work, behaviour or conduct. Initial reports by volunteers, whether against a member of staff, the wider organisation, or another volunteer, should first be discussed between the volunteer and their supervisor. If the grievance is about the volunteer’s supervisor, then this should be made to the supervisor’s manager.
The supervisor (or their manager) will meet with the volunteer as soon as possible For volunteers who are Lesbian, Gay, Bisexual with the aim of resolving the volunteer’s and Transgender (LGBT) they can access the grievance amicably. If the grievance is LGBT mentoring and buddying programme. resolved to the volunteer’s satisfaction, Information on who to contact is available on no further action will be necessary. The the Volunteering Page on Genie. supervisor (or manager hearing the volunteer’s grievance) should keep a brief Reports of misconduct/capability issues note on the volunteer’s file, outlining the The involvement of volunteers at Genesis nature of the report, and the resolution. If the should be a positive experience for volunteer is not satisfied they can refer their everyone involved. However, things can grievance to the supervisor’s manager.
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Sometimes minor issues can arise during • the course of volunteering, such as a volunteer not fitting into a team as well as was expected, not performing tasks to the required standards, or being unreliable. Such issues are usually detected during regular 1-1 supervision sessions, and it might be possible to resolve them without resorting to more formal procedures. Volunteers should be told why their conduct or performance is unacceptable, and given the opportunity to state their case. No action should be taken against a volunteer (including asking them to leave the organisation) until the case has been fully investigated. Before discussing a specific grievance about a volunteer, the supervisor should verify whether the volunteer: • has received and fully understood their induction • has a copy of their role description and person specification • has copies of relevant policies • has any unmet training needs • needs extra support or supervision
is unwell or experiencing personal problems affecting their volunteering. If this is the case, the supervisor should consider whether the volunteer is temporarily or permanently unable to cope with the demands of the role, and whether a break from volunteering would be beneficial, or if the volunteer feels ready to stop volunteering at Genesis altogether.
The supervisor will then discuss the grievance privately with the volunteer. The supervisor will be clear from the outset that a report has been made about the volunteer, giving specific, pertinent information. The supervisor will give the volunteer an opportunity to think about and respond to the grievance against them. The supervisor will listen carefully to and consider their response, making notes. The aim of the meeting is to find a win-win solution that provides the best outcome for the volunteer and for Genesis. With this in mind, the supervisor will try to agree goals that will help the volunteer to fulfil their role, offering extra support, supervision and training, if appropriate. The supervisor may set a date
to review the situation. They will explain that, if there is insufficient improvement, or if the grievance is of a serious nature, a more formal approach will be adopted, such as issuing a written warning. If the grievance was raised by someone other than the volunteer’s supervisor (e.g. another staff member, another volunteer or a member of the public), the supervisor should keep the complainant informed of any measures taken to rectify the situation. However, there are some occasions on which volunteers may be suspended immediately, while an investigation is carried out. These include, but are not limited to, acts such as theft, assault, acts of violence, malicious damage, deliberate falsification of documents, serious breaches of confidentiality, or harassment. The decision to suspend a volunteer will always be confirmed to the volunteer in writing. Inform staff, clients and other volunteers of the outcome, but do not give reasons for the volunteer’s departure. If the volunteer had responsibilities for certain clients, make sure that the clients are informed of the new volunteer that will be assigned to them. 23
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Recognising and thanking volunteers There are many ways of appreciating and thanking volunteers, both informal and formal. Here are a few ideas: • Simply saying “thank you” • Making sure the volunteer has enough tasks to do every day. If a task is mundane, then think of ways that it might be made more interested, or break it up with more interesting work. • Including volunteers in social events, going out for lunch • Consulting volunteers on informal matters such as where the new notice board should go • Invite volunteers to meetings that affect them, e.g. staff meetings if appropriate • Involve them internal processes on issues affecting volunteers • Agree to provide references • Supporting the volunteer with CV writing and job search • Volunteers’ Week activities will be promoted in Spotlight magazine for residents, Gmag for staff and wider PR for internal and external stakeholders. • Articles on website, good news stories, case studies to be sent to volunteering team and communications team.
Extending volunteer roles If you would like to extend the volunteer opportunity beyond the period originally agreed, talk to the volunteer about whether they would be happy to continue. When you have reached an agreement on the length of the extension, inform the Volunteering Team. If the volunteer wishes to extend their role, think about whether the department needs ongoing volunteer support. There is no obligation on your part to extend the placement. If the role is not needed beyond the initial period, refer the volunteer to the Volunteering Team, who may be able to support the volunteer to find a role in another Genesis department. Roles in other departments will be subject to an application and interview process.
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References Volunteers can give Genesis Housing Association as a referee when they are seeking employment, training, further study or other volunteering assignments. They should give their named contact in the Volunteering Team as the referee. Applying for a paid job with Genesis Volunteers are welcome to apply for externally advertised vacancies within Genesis and these will be subject to the same application/ interview process as other applicants. The Volunteer Team will be able to offer them support and coaching in completing the application form and preparing for the interview (if they are selected for interview). There is no obligation on the part of Genesis to offer volunteers paid employment at the end of their volunteering placement. Be careful not to raise volunteers’ expectations.
Volunteer Satisfaction Survey Genesis Volunteer Programme is committed to delivering a good service to our customers. We want to ensure that volunteers receive the best possible service and advice. As part of our commitment to improving the quality of lives of our residents and service delivery, we would be grateful if could you complete the short questionnaire below and overleaf: Your name: ………………………………………………………………………….Department: …………………………………......... Please rate the following: Poor
Fair
Good
Very good
Excellent
Helpfulness of staff Professionalism of staff
When a volunteer leaves
Volunteer wants to withdraw If a volunteer wishes to withdraw from their placement, discuss the reason with them. If they are unhappy with aspects of their placement, discuss whether anything can be changed or addressed. Bear in mind that the volunteer is not obliged to stay. Maintain a positive relationship and be supportive of the next step they want to make.
Recognising and responding to your needs Honouring commitments Quality of advice and/or information Solving or preventing problems Keeping you informed Overall quality of service provided
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Volunteer Satisfaction Survey continued 1. Were you given a full explanation of the Volunteer Programme?
Yes/ No
2. Has volunteering at Genesis improved your situation?
Yes/ No
(If you answer yes please state how in the ‘Any other comments/quotes’ section in question 8)
3. Do you think that your volunteering has helped Genesis to improve its services to residents? Yes/No If yes, in which areas: ❏❏ reduce social isolation ❏❏ increase training and jobs referrals ❏❏ supporting volunteers into employment ❏❏ increase educational attainment for children and young people ❏❏ Reduction in Anti-Social Behaviour ❏❏ Increased customer satisfaction ❏❏ Other. Please specify : ________________________________________________________ ________________________________________________________ Please give examples in the ‘Any other comments/quotes’ section question 8)
4. Did you have a buddy while you were volunteering? If yes, was having a buddy useful?
Yes/ No Yes/ No
5. Would you use our service again?
Yes/ No
6. Would you recommend our service to others?
Yes/ No
7. As a result of receiving this service, has it improved your overall opinion of Genesis Housing Association?
Yes/ No
8. Any comments, quotes or examples: _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ Permission to publicise comments: (Can be quoted by name or anonymously) Quote my name: Anonymously:
Yes/ No Yes/ No Yes/ No
Thank you for completing the survey. Please return this survey to the Volunteering Team.
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Feedback on this pack We hope you found this pack useful. If you have any comments or suggestions on how to make it more useful and user friendly please contact the Volunteering Team. EET@genesisha.org.uk
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@GenesisHousing
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www.facebook.com/ GenesisHousingAssociation
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