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Orientation
& Training
The following is a list
of Volunteer program policies for orientation and training. Each
section contains information on the policy, sample wording and key
issues and procedures.
 Code
of Conduct / Volunteer Agreement /
Volunteer
Contract
Accountability
/ Lines of Communication
Representation
in Media or Community
Absenteeism
/ Leave of Absence / Substitution
Car
Use
Confidentiality
Conflict
of Interest
Training
Client
/ Family Involvement in Training
Staff
/ Volunteer Relations
Code
of Conduct / Volunteer Agreement /
Volunteer Contract
Sample
Wording
The
following guidelines have been incorporated into policy in order
to ensure the smooth running of the organization and the protection
of clients, volunteers, staff and Board members. All volunteers
are required to sign the code of conduct/volunteer agreement and
abide by the letter and spirit of the policies.
Why?
Often
organizations emphasize and highlight some of the key policies (confidentiality/commitment)
in a separate written agreement also known as a code of conduct
or volunteer contract.
Written
statement of values, beliefs and guidelines creates a level playing
field (everybody is aware of the information).
Key
Issues/Procedures
Develop/review
code of conduct with input from staff, volunteers and clients where
appropriate. Incorporate content
in orientation and/or training to ensure complete understanding.
Ensure
that every volunteer completely understands the policies and implications
prior to signing the code/agreement.
Don't
be afraid to explain the rational behind certain policies to illustrate
its importance; you have them for a reason (if you cannot explain
them, it's time for a review). Contract
Agreement ( 
PDF, 105KB)
Accountability
/ Lines of Communication
Sample
Wording
Each
volunteer who is accepted to a position within the organization
has a clearly appointed supervisor. The supervisor is responsible
for day to day management and involving the volunteer in all relevant
communications relating to their position, program and the organization
as a whole. If a volunteer has a concern regarding his/her supervisor
or the flow of communication, he/she can bring this to the attention
of the administrator of volunteers.
Why?
Volunteers
need to know whom they are accountable to and who is responsible
for supporting them. It
is also important to have a plan in place to allow volunteers to
address concerns (keep in mind that their concern may be regarding
their supervisor).
Clients
and family also need to know how to communicate concerns regarding
volunteers or staff.
Sample
of Sport B.C. info on harassment that is given to families of kids
in Sport B.C. programs.
Key
Issues/Procedures
Who
is the volunteer accountable to?
Who
supports the volunteer?
How
are volunteers kept informed?
What
is the procedure for addressing problems and who does a volunteer
report a problem to?
If
the volunteer and client have a close relationship ensure that the
client and client family are also informed about volunteer roles
and responsibilities and know who to contact if there is a concern.
Representation
in Media or Community
Sample
Wording
Prior
to any action or statement which might significantly affect or obligate
the organization, volunteers should seek prior consultation and
approval from appropriate staff. These actions may include, but
are not limited to, public statements to the press, lobbying efforts
with other organizations, collaborations or joint initiatives, or
any agreements involving contractual or other financial obligations.
Volunteers
are authorized to act as representatives of the organization as
specifically indicated within their position descriptions. Volunteers
are strongly encouraged to seek prior consultation from the manager
of volunteers prior to speaking on behalf of the organization to
the media.
Personal
opinions expressed by volunteers of the organization that are not
necessarily endorsed by the organization may not appear on official
letterhead, nor be presented in such manner that it appears to represent
the organization's opinion.
Why?
Protect
your image in the community, it is invaluable in maintaining a good
relationship with funders, sponsors, community members and volunteers.
Volunteers should not use their involvement with your organization
to further their personal agendas on your cause.
Provide
media training for volunteers who may come into contact with the
media. Plan for contentious situations and brief all volunteers.
For
more information on media training for non profit organizations
contact the Institute for Media, Policy and Civil Society (IMPACS)
at www.impacs.org.
Key
Issues/Procedures
Who
can speak on behalf of the organization
How
can volunteers criticize or lobby on behalf of the organization?
What
are some key messages about your organization that every volunteer
(especially those who are on the front line) need to know?
Who
is responsible for media contacts?
Absenteeism
/ Leave of Absence / Substitution
Sample
Wording
"Volunteers
are expected to perform their duties on a scheduled, punctual and
reliable basis. When unable to meet their commitments, volunteers
need to inform their supervisor as far in advance as possible so
that alternate arrangements can be made."
"Volunteers
may request a fellow volunteer to substitute, provided this volunteer
has been screened and placed in the same position. Prior approval
of the coordinator of volunteers is required."
"Volunteers
who take a leave of absence of more than {3 months} shall be rescreened
conforming the current screening guidelines for new volunteers."
Why?
Be
up front about the commitment that volunteers are making.
Be
clear about any (re)screening requirements so volunteers and staff
know what to expect.
Close
any loopholes for volunteers to move around from one position to
another (especially from a low risk to a high risk position).
Key
issues/procedures
(Re)
Screening after a prolonged absence or leave:
Who
can fill in for a volunteer internally (someone from a different
program may have been screened differently)?
After
how long an absence does a volunteer have to be rescreened?
Who
needs to be notified of a volunteer's absence?
Car
Use
Sample
Wording
All
volunteers who transport clients in their own vehicle, are required
to submit a copy of their driving abstract, driver's license and
evidence of insurance before beginning their volunteer assignment,
and on an annual basis thereafter."
Volunteers
will only drive clients in an insured and properly maintained vehicle.
Volunteers will at all times obey all traffic regulations and abstain
from driving under the influence of alcohol or drugs or under any
other kind of impairment (health/exhaustion).
Note:
If
driving children: By law, (Canadian Motor Vehicle Act Regulations),
drivers must ensure that all infants and children are properly secured
in certified child restraint systems. Never place a child or an
infant restraint in front of an air bag. All children under 12 should
be properly restrained in the back seat of the vehicle.
Why?
Volunteers
driving clients on behalf of the organization are in a high risk
position. It's Important to be very thorough in your procedures.
Key
issues/procedures
Gather
relevant information on insurance and ask volunteer drivers to submit
a driver's
abstract (
PDF, 120KB).
Do
you accept newly licensed drivers?
Request
the volunteer to provide proof of insurance, valid licence and driver's
abstract.
Review
volunteer
agreement (
PDF, 50KB) with volunteer to emphasize specific policies related
to safety (seat belts, obeying traffic laws), drugs and alcohol.
Confidentiality
Sample
Wording
Respect
and maintain the confidentiality of information about clients, volunteers
and staff gained through your role or presence as a volunteer within
our organization.
Respect
and maintain the confidentiality of information gained as a volunteer,
including, but not limited to, all computer software and files,
the organization's business documents and printouts, and all volunteer,
employee membership, donor and supporter records.
Limits
of Confidentiality
Information you gain through your role as a volunteer within our
organization is strictly confidential except under the following
circumstances:
- There is a legal obligation for
staff/volunteers to provide information when required to do so
by a court of law.
- There is a legal obligation for
staff/volunteers to inform the appropriate authorities if there
is reason to believe that the safety of an individual under the
age of 19 is at risk.
- Staff/volunteers are required
to inform the appropriate authorities if there is intent of danger
to self or others.
Why?
Volunteers
often have access to important information about clients or programs.
Keep in mind that other organizational information such as documents,
computer files, funding and donor information can be confidential
too.
Often
a separate confidentiality agreement is signed to emphasize the
importance of maintaining confidentiality. Volunteers
also need to know when they have a legal obligation to share or
report confidential information. They may be required to do so in
a court of law or when a child or adult is in danger (see wording
under limits of confidentiality).
Click
here for more information on the obligation to report (
PDF, 200KB).
Key
Issues/Procedures
Be
very specific about what information needs to be confidential (it
may be obvious to you but not to a new volunteer).
Review
what information volunteers have access to reduce the risk
Inform
volunteers how to address confidential information that causes concern
(obligation to report).
Who
should volunteers discuss confidential matters with if they have
a concern?
View
sample confidentiality
template (
PDF, 100KB).
Conflict
of Interest
Sample
Wording
When
a situation of (perceived) conflict of interest occurs, the volunteer
shall report this to the coordinator of volunteer resources for
further consultation.
It
is the duty of any volunteer in this organization to adhere to the
Conflict of Interest Policy at all times. In the event that such
a matter arises, the person shall formally disclose the interest,
refrain from attempting to persuade or influence other persons participating
in the decision, and shall not cast any vote on the matter.
Why?
An
organization stands to lose its credibility (or worse, it's funding,
community support or may even be breaking the law) if volunteers
pursue their private agenda or interests (or are perceived to be
doing so). It is important to define conflict of interest and ensure
that volunteers understand the term and its implications.
Conflict
of Interest Statement
Conflict of interest arises when a person participates in a decision
about a matter (including any contract or arrangement of employment,
leasing, sale or provision of goods and services) which may benefit
or be seen to benefit that person because of his/her direct or indirect
monetary or financial interests affected by or involved in that
matter.
or
Conflict
of interest arises when a volunteer on behalf of himself or herself,
another company or entity promotes, attempts to promote, or appears
to promote a private, personal or business interest. Or when the
volunteer may personally derive advantage or benefit (financial
or otherwise) from a decision she/he may have directly or indirectly
influenced or from disclosure or use of organizational information.
Key Issues/Procedures
Ensure
that all volunteers understand exactly what would constitute a conflict
of interest. Give as many specific examples as you can think relating
to you organization. Explain
to volunteers what the procedures are for reporting a conflict of
interest.
Training
Sample
Wording
All
volunteers will receive sufficient training to carry out the responsibilities
of their position. Training will provide the volunteer with specific
knowledge, skills and support to perform their role effectively.
Furthermore, volunteers are
entitled to ongoing to training to support them in their roles.
Why?
All
volunteers must undergo training. Be
clear about the expectations of volunteers (how much training, how
long, etc.).
Key
Issues/Procedures
How
often will volunteer training take place? Is participation mandatory?
What are the consequences for not attending? Is there a cost?
Who
is responsible for training?
Volunteers
may be requested to participate in retraining or an updating of
their skills if so required.
Client
/ Family involvement in Training
Sample
Wording
Training
may include the clients or participants to familiarize them with
the role of the volunteer. In case of vulnerable clients, the training
may be extended to the parents or guardians.
Why?
Particularly
with vulnerable clients who may not be able to speak up or articulate
problems or concerns it is important to involve support staff or
family in the training to ensure that they know what the roles and
responsibilities of the volunteer are. Involving
family or support staff provides an additional screening tool.
Key
Issues/Procedures
Make
sure that everybody is aware of the boundaries of the volunteer/client
relationship.
With
vulnerable clients involve the family of the client in evaluating
the volunteer/client relationship.
Sport
B.C. has developed an excellent
resource (
PDF, 225KB) to inform and assist parents in recognizing potential
situations of abuse.
Staff
/ Volunteer Relations
Sample
Wording
Volunteers
and staff are considered partners in implementing the mission and
programs of the organization. It is essential that staff respect
and support the volunteers' contribution to our services.
Why?
Staff
need to be role models on implementing and following through with
volunteer policies.
Key
Issues/Procedures
It
undermines staff authority if volunteers don't see a staff commitment.
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