VOLUNTEER PROGRAM HANDBOOK

Created March 2015© PANO’s Standards for Excellence Volunteer Policies

1

Index

Volunteer Program Overview………………………………………………………………………………………………………………………….3

Volunteer Recruitment …………………………………………………………………………………………………………………………….…….4

Job Descriptions…………………………………………………………………………………………………………6 Volunteer Application……………………………………………………………………………………….….….7

Volunteer Screening and Intake…………………………………..……………………………………………………………………………….8

Phone Interview Questions………………………………………………………………………………………10 Face-to-Face Interview Questions ……….………………………………………………………….….….11

Volunteer Orientation ………………………………………………………………………………………………………………………………….12

Volunteer Orientation …………………………………………………………………………………………………………………………..…….17

Volunteer Evaluation Procedures…….………………………………………………………………………………………………………….18

Volunteer Recognition Procedures………………………………………………………………………………………………………………19

2

VOLUNTEER PROGRAM OVERVIEW

XYZ Organization Vision StatementXYZ Vision Organizational Vision

XYZ Organization Mission StatementXYZ Organizational Mission

Volunteer Program PurposeTo provide volunteers meaningful, structured opportunities to support recreational programming for individuals with special needs and their families through their support of XYZ Organization programming.

Desired Volunteer Program OutcomesA volunteer-managed volunteer program that:

Provides a constant flow of administrative and fundraising volunteers who assist with office work and event management.

Increases XYZ Organization staff capacity to more efficiently and effectively meet the needs of individuals with special needs and their families.

Provides meaningful volunteer opportunities for administrative and fundraising volunteers

Volunteer Handbook Purpose and ContentsWell-defined volunteer policies and procedures:

Communicate to employees the importance of training and supervision and how to carry out that training and supervision.

Explain XYZ Organization expectations of volunteers as representatives of your organization. Signal to volunteers that the volunteer program is well-organized and that volunteers are valued.

Following best practices in Volunteer Program Design, this handbook describes the structure and provides the policies and procedures required for:

Volunteer Recruitment Volunteer Intake and Orientation Volunteer Program Operations Volunteer Evaluation Volunteer Recognition

Volunteer CoordinatorThe staff member responsible for the development and maintainance of XYZ Organization Volunteer Program is the Adminstrative Assistant. As XYZ Organization Volunteer Coordinator, this positive oversees the recruiting, interviewing, selection, training, scheduling, supervision and evaluation of volunteers. The Volunteer Coordinator ensures that the volunteer activities meet the organization’s needs, creates and maintains the volunteer database and record keeping system. The Volunteer Coordinator coordinates the risk management, recognition and communication for XYZ Organization volunteers.

VOLUNTEER RECRUITMENT3

Policies and Procedures

VOLUNTEER RECRUITMENT POLICIESRecruiting volunteers is very much like hiring staff, and XYZ Organization seeks to ensure the best possible match between interested volunteers and organizational needs. In addition, because we see volunteers as representatives of our organization, we recruit and screen volunteers in ways that are similar to recruiting our highly qualified staff. We further seek volunteers who represent the communities that we serve. In our recruitment practices, we adhere to the following policies and disclose them to potential and new volunteers:

I. Volunteer/Staff Relationship PolicyVolunteers are critical to the success of XYZ Organization, and are essential to the organization’s day-to-day operations. Volunteers and paid staff are considered partners in implementing the mission and programs of the organization, each with complementary roles to play. Designated staff, including but not limited to the Adminstrative Assistant can be expected to provide orientation, training, supervision, and feedback to volunteers.

A volunteer is anyone who, without compensation or the expectation of compensation, performs a task at the direction of and on behalf of XYZ Organization.

II. Equal Opportunity PolicyXYZ Organization maintains a strong policy of equal volunteer opportunity. We recruit, accept, train, promote and dismiss volunteers on the basis of personal competence and position performance, without regard to race creed, color, religion, sex, sexual orientation, age, marital status or handicap.

In recruiting volunteers, we refrain from asking questions that would require the volunteer to reveal sensitive information or identifiers such as age, race, or gender. The only qualifications for volunteer recruitment include criteria that assesses the volunteer’s ability and suitability to perform a task on behalf of the organization.

DESIRED RECRUITMENT OUTCOMES To recruit a minimum of one (1) Volunteer Volunteer Coordinator who will assist XYZ Organization

Administrative Assistant to coordinate and manage the overall volunteer management program To recruit a minimum of five (5) Administrative Volunteers who will assist XYZ Organization office staff. To recruit a minimum of thirty (30) Event Volunteers who will assist XYZ Organization in planning and

executing ten (10) fundraising and family events annually

TARGETED GROUPS FOR RECRUITMENT

Volunteer Volunteer CoordinatorAdults ages 25+ who:

Can contribute a minimum of 15 hours weekly after orientation Demonstrate experience in scheduling and coordinating people and events Demonstrate an ability to work with Excel, Word and other software used by office staff Demonstrate an ability to bring people together in coordinated efforts

Administrative VolunteersAdults ages 25+ who:

Can contribute a minimum of 8 hours weekly after orientation Demonstrate an ability to work with Excel, Word and other software used by office staff Demonstrate an ability atto assist with answering phones, filing and other related office procedures Demonstrate an ability to work well with others

4

Event VolunteersAdults ages 25+ who:

Can contribute a minimum of twenty (20) hours annually to assist with event planning and implementation. Required hours will vary by event.

Demonstrate an ability to put an event together or to work with others to fulfill event goals Demonstrate an ability to work well with others

TARGETED VENUES FOR RECRUITMENT XYZ Organization Website United Way Volunteer Centers Religious Institutions (e.g. temples, churches) XYZ Organization Event XYZ Organization’ Corporate Sponsors RECRUITMENT TOOLS Short Descriptions (blurb) for each volunteer opportunity (e.g. Volunteer Coordinator, Administrative

Volunteer, Cooks for Family Events, Birthday Card Senders, etc.) . These blurbs will be used for for web-based recruitment purposes.

Full Volunteer Opportunity Descriptions for each position (See next page for Job Descriptions)

Volunteer Application (both hard copy and online)*See page 7 for XYZ Organization Volunteer Application

XYZ Organization VolunteerVOLUNTEER ADMINISTRATIVE ASSISTANT

Sample Job Description5

Volunteer Administrative Reports to: Administrative Assistant

Summary: The Volunteer Administrative Assistant will perform a variety of tasks depending on project deadlines in the XYZ Organization office. This will include answering phones and other administrative tasks as assigned by the Volunteer Coordinator. This position helps to extend the resources of XYZ Organization to better assist with the needs of individuals with special needs and their families.

Job Requirements: Present a professional appearance and a friendly manageable Dependable and punctual Courteous and personable when dealing with the public Self-directed and detail-oriented Excellent communication skills in-person and on the phone Excellent organizational and filing skills Computer skills desired, but not necessary Respect and maintain the confidentiality of XYZ Organization volunteers, partners and donors

Time Commitment: This job description is a part -time volunteer position for RWF. Estimated time commitment 8-15 hours/week.

Responsibilities Answers all office phone calls and directs calls appropriately Maintains general office files and files necessary paperwork accordingly Follows up on all agency emails from website Sorts mail and distributes appropriately Purchases all office supplies Provides all post office needs including purchasing of stamps and mailings Provides support for agency meetings and events. May include securing a venue, distribution of meeting

materials, purchasing food, managing guest/RSVP lists for events

Training & Supervision 1. Attends general volunteer orientation 2. Completes office orientation which includes training on the following items:

Phone System Tutorial Database Tutorial Filing System

Training and supervision conducted by: Administrative Assistant or designated trainer

Evaluation All volunteers complete a 60 day and annual evaluation

Benefits Knowledge that you are working as a team to ensure that office functions run smoothly. Work experience Free refreshments! Free parking if needed.

Revised: March 9, 2015

XYZ Organization VOLUNTEER APPLICATION

6

VOLUNTEER SCREENING AND INTAKEPolicies and Procedures

7

VOLUNTEER SCREENING AND INTAKE POLICIESBecause XYZ Organization see volunteers as representatives of our organization, we recruit and screen volunteers in ways that are similar to recruiting our highly qualified staff. We further seek volunteers who represent the communities that we serve. In our recruitment practices, we adhere to the following policies and disclose them to potential and new volunteers:

II. Equal Opportunity PolicyXYZ Organization maintains a strong policy of equal volunteer opportunity. We recruit, accept, train, promote and dismiss volunteers on the basis of personal competence and position performance, without regard to race creed, color, religion, sex, sexual orientation, age, marital status or handicap.

In screening volunteers, we refrain from asking questions that would require the volunteer to reveal sensitive information or identifiers such as age, race, or gender. The only qualifications for volunteer screening include criteria that assesses the volunteer’s ability and suitability to perform a task on behalf of the organization.

Furthermore, the methods of screening volunteers are appropriate for the position and standard across the organization. Tools used for volunteer screening and intake include:

Phone Interview Questions Face-to-Face Interview Questions Clearances (e.g. PA Criminal Background Check, Childline and FBI Clearances) Reference Checks

III. Application for Volunteering at XYZ OrganizationProspective volunteers are required to complete an application form for consideration in the volunteer program.

IV. Volunteer Screening PolicyPrior to being assigned or appointed to a position, all volunteers will be interviewed to ascertain their suitability for, and interest in, a position. The interview will offer the opportunity to learn more about the prospective volunteer, and give the prospective volunteer the opportunity to learn more about the organization. Volunteers will also be given the opportunity to ask any questions they may have about the position. Background and reference checks are required for volunteer positions within XYZ Organization.

XYZ ORGANIZATION SCREENING AND INTAKE PROCESS

8

Volunteers Recruited through: XYZ Organization Website United Way Volunteer Centers Religious Institutions Aaron’s Acres Events Aaron’s Acres’ Corporate Sponsors

XYZ Organization PRE-SCREENING PHONE INTERVIEW QUESTIONS

9

XYZ Organization’s Administrative Assistant pre-screens the potential volunteer via a phone interview.

Pre-screened volunteers goes through Volunteer Orientation which is coordinatd by the Administrative Assistant and held on Tuesday evenings every other month.

Potential volunteer completes Volunteer Application and submits it to XYZ Organization where it is reviewed by XYZ Organization’s Administrative Assistant.

XYZ’s Organization’s Executive Director Administrative Assistant conduct face-to-face interviews with potential volunteers selected through the phone interview process.

Selected volunteers engage in required mandated reporter training.

Volunteers who complete the mandated reporter training apply for mandated volunteer clearances.

XYZ Organization FACE-TO-FACE INTERVIEW QUESTIONS

10

A. Tell us the meandering journey of your life and what brought you here today.

B. What would 100% success look like for you in your work with XYZ Organization.

VOLUNTEER ORIENTATIONPolicies and Procedures

11

VOLUNTEER ORIENTATION POLICIESTo prepare for their volunteer assignment, all individuals volunteering for XYZ Organization engage in orientation and training in the following areas:

A general orientation on the mission, values, nature and purpose of the agency An orientation on the nature and operation of the program or activity for which they will serve A specific orientation on the purposes and requirements of the job which they are accepting.

Because XYZ Organization see volunteers as representatives of our organization, we orient and train using methods similar to the orientation and training of our highly qualified staff. The following policies guide XYZ Organization orientation and work processes.

V. Volunteer Rights and ResponsibilitiesVolunteers are viewed as a valuable resource to this organization, its staff, and its clients. Volunteers shall be extended the right to be given meaningful assignments, the right to be treated fairly, the right to effective supervision, the right to full involvement and participation, and the right to recognition for work done. In return, volunteers shall agree to actively perform their duties to the best of their abilities and to remain loyal to the goals and procedures of the agency.

VI. Orientation and Training PolicyAll volunteers will receive a general orientation on the nature and purpose of the agency, all pertinent policies and procedures, and to the work to which the volunteer has been assigned. Volunteers will receive specific training to provide them with the information and skills necessary to perform their volunteer assignment.

All volunteers will have a position description for the work they perform on behalf of XYZ Organization.

VII. Feedback and EvaluationVolunteers shall receive periodic evaluations to review their work and progress. Evaluations will include an examination of the volunteer’s performance of position responsibilities and a discussion of any suggestions the volunteer may have concerning the position or volunteer program.

VIII. Opportunities for AdvancementExemplary volunteers will be made aware of other volunteer opportunities available for which they may be interested in participating, and will be given opportunity for advancement for other volunteer positions.

IX. Volunteer Record Keeping SystemA system of records will be maintained on each volunteer with the organization. The record will include volunteer application, volunteer agreement, emergency information, immunization record (where applicable), dates of services, position held, duties performed and evaluation of work.1

X. POLICIES GUIDING VOLUNTEER CONDUCTThe following policies will be reviewed at some point during orientation. Volunteers agreeing to work with XYZ Organization will sign off on these policies before beginning work.

A. Job Description1People’s Community Health Center Volunteer Program Policies and Procedures

12

A position description will be specifically defined for each volunteer or group of volunteers. Each volunteer will receive a copy his/her position description during the orientation program.

B. Standard of ConductThe lasting impression that volunteers make on those they serve and work with reflects directly on all staff, volunteers and board members of XYZ Organization. All words and deeds should help build our volunteer program and its reputation for quality.

C. AbsenteeismVolunteers should do their best to be present and on time for each event or activity for which they are scheduled. If you know that you will be late or absent, please contact the person in charge of the event or your supervisor at least 24 hours before you are expected to come or as soon as possible so that alternate plans can be made.2

D. Grievance ProcedureVolunteers and staff are expected to act professionally and in accordance with their position descriptions. Should a volunteer have a grievance concerning their work environment, they should report it promptly to the Administrative Assistant or the Executive Director. Every effort will be made to achieve speedy and effective resolution, and all complaints will be treated confidentially. Confidentially cannot be guaranteed for complaints involving sexual harassment or child abuse.

E. Discontinuation of Volunteer ServiceIf you wish to leave your volunteer service for any reason, please contact the Administrative Assistant so that appropriate arrangements can be made. As a volunteer, you have the right to terminate your volunteer service for any reason. XYZ Organization reserves the same right.

F. Media ConductPlease be careful not to represent yourself as a spokesperson or representative for the organization under any circumstances without prior approval. Only the board president and executive director serve as spokes people for XYZ Organization.

G. Alcohol/DrugsWhen participating in (name of organization) activities, volunteers are prohibited from purchasing, transferring, using or possessing illicit drugs, alcohol, or prescription drugs in any way that is illegal. Implementing this policy provides a drug and alcohol free work place in order to ensure a safe, healthy, and productive environment for all volunteers and employees. If caught or suspected of breaking this policy, disciplinary actions up to and including termination will result.

H. Harassment PolicyVolunteering should be an enjoyable experience. Harassment is not only illegal, but it also creates uncomfortable conditions and unpleasant experience for everyone involved. Any volunteer who feels harassed should speak to his/her volunteer supervisor or the executive director in attempt to reach a solution.

I. Dress CodeWhen volunteers are working on behalf of XYZ Organization each individual serves as a visible representative of our organization. Please be sure that your dress reflects a clean and neat appearance. Also, when engaging in volunteer service for XYZ Organization, you always wear your XYZ Organization-issued name badge.

J. Confidentaility

2The Greenway Guardians Volunteer Manual.13

As a volunteer at XYZ Organization you may have access to confidential information (information regarding medical treatment or diagnosis, financial information regarding contractual arrangements or other transactions, information regarding homes or income of clients, information about convictions or allegations of arrests or abuse). Volunteers must ensure that the agency’s official board approved confidentiality policy is followed. Volunteers are required to sign the confidentiality policy receipt form prior to beginning their volunteer service.

K. Conflict of InterestIt is the policy of XYZ Organization to avoid potential and actual conflicts of interest in all of our efforts. (Name of nonprofit) abides by a board approved conflict of interest policy. Volunteers will receive a copy of this policy at their initial orientation. Certain volunteers with significant independent decision making authority may be asked to complete and sign a conflict of interest statement at their initial orientation and annually thereafter.

L. PartisanshipWhile working on behalf of (name of nonprofit), volunteers must never present partisan information (supporting or endorsing political parties or candidates for office) in accordance with our organization’s 501(c)(3) status.

M. ProselytizingXYZ Organization’s program participants, staff and volunteers hold a variety of political, social, religious, and personal beliefs. Volunteers must be respectful of the views and opinions held by others with whom they come in contact while volunteering with the organization. Unless instructed to do so as part of the organization’s mission and program, volunteers must refrain from advocating or proselytizing for the specific political, social, and/or religious beliefs in these situations.

N. Change of Placement: If you wish to seek a change in your volunteer position or placement, please see the Volunteer Coordinator or your supervisor. Assignment to a new volunteer position may require additional screening, background checks, training, and application acceptance.

O. Reimbursement of Expenses: In certain situations, volunteers may be eligible for reimbursement of actual out of pocket expenses. Such expenses must be pre-approved by the volunteer’s supervisor or the Administrative Assistant.

XI. Safety and Liability Policies

A. SafetyAlthough we do our best to provide safe conditions for our volunteers, we count on volunteers to be the best protector of their own personal safety. Volunteers should always be aware of where they are and what they are doing. Volunteers should pay particular attention to safety instructions and proper equipment use. Volunteers should speak up if they have a safety concern and report any injuries to the person in charge as soon as possible.

B. Legal Liability Volunteers are concerned about their personal liability arising from their service for the agency. When a volunteer acts as a representative of the agency, acting on the agency’s behalf and with its authority and within the scope of the volunteer’s duties, the agency may be held vicariously liable for the actions of the volunteer. However, liability is based upon the personal acts of a person so the volunteer may also be liable for his or her actions.

14

Option 1: WaiverAll volunteers are required to sign a waiver and release of liability before serving the agency. By signing the waiver, volunteers agree to assume the risk of any accident or injury to person or property which may sustain in connection with your participation with XYZ Organization. In addition, volunteers agree to release and discharge XYZ Organization and any of its directors, officers, employees, partners, affiliates and successors from any and all liability or responsibility for any such accident or injury.

Option 2: Insurance CoverageXYZ Organization will provide commercial general liability insurance for volunteers and staff, while they serve as agents of the XYZ Organization. Volunteers must be working under the supervision and control of the XYZ Organization to be covered. The commercial general liability policy provides (or does not provide) medical expense payments for any injuries suffered by a volunteer. The agency has (or does not have) a medical expense policy to cover any accidental injuries suffered by a volunteer.

When XYZ Organization assigns a volunteer to drive a vehicle that XYZ Organization owns, leases, or rents in the name of the agency, the volunteer is covered by XYZ Organization’s business auto liability insurance. When volunteers drive their own vehicle or some other vehicle not owned, leased or rented by XYZ Organization, XYZ Organization’s automobile liability and physical damage insurance does not apply. A volunteer’s personal automobile insurance policy is primary in the event of an accident occurring while a volunteer is conducting business on behalf of the agency.

XYZ Organization’ board of directors are covered by Nonprofit Director’s and Officers’ Liability insurance.

Volunteers are encouraged to discuss their personal insurance program with their insurance agent to determine what coverages are available for claims arising from their volunteer activities.

XII. Certificate of AbilityAny potential volunteer who indicates that they are under the care of a physician for any physical or psychological ailment which might impede their ability to work may be asked to present a certificate from the physician as to their ability to satisfactorily and safely perform their duties. Any volunteer who, after accepting an assignment with the organization, enters a course of treatment which might adversely impact upon the performance of their volunteer duties should consult with the Volunteer Coordinator.

Sources: McCurley, Steve. “Volunteer Management Policies.” Downers Grove, IL:

Heritage Arts Publishing, 1990. People’s Community Health Center Volunteer Program Policies and Procedures The Greenway Guardians Volunteer Manual National Wildlife Federation Volunteer Policies

VOLUNTEER ORIENTATION PROCESSVolunteer orientation will be held every other month on the first Tuesday evening at 6:00 pm at the XYZ Organization’ office.

The orientation will cover the following areas:

15

A. Introduction to XYZ Organization mission, values, nature and purpose.B. Introduction to the administrative or event functions in which they will be workingC. A specific orientation on the purposes and requirements of their assigned task.

VOLUNTEER OPERATIONSPolicies and Procedures

VOLUNTEER OPERATION POLICIESThe following policies guide the day-to-day and project-to-project volunteer work.

16

XIII. Volunteer Supervision PolicyEvery volunteer will have a clearly identified supervisor who will be responsible for support and direction. The supervisor will be responsible for the management and guidance of the work of the volunteer, and shall be available to the volunteer for consultation and assistance.

XIV. Volunteer Hour PolicyA volunteer sign-in form will be present at each volunteer program or event, and volunteers should sign in and out each time they work on any project. Volunteers must be accountable to uphold their commitments to volunteer at established times/places.

DAY-TO-DAY PROCEDURES FOR ADMINISTRATIVE VOLUNTEERSTBD

PROCEDURES TO FOLLOW ON AN EVENT-TO-EVENT BASISA. Develop a comprehensive list of events—including the name, date and time of the event along with the

number of volunteers needed.B. Determine a lead volunteer for each event.

VOLUNTEER EVALUATIONPolicies and Procedures

VOLUNTEER EVALUATION POLICIES

17

Volunteer evaluations occur after 60 days or at the end of each event and provide an opportunity for the organization to debrief the “goodness of fit” with the volunteers. These evaluation moments may:

● Review the performance of the volunteer● Suggest any changes in work style● Seek suggestions from the volunteer on ways the volunteer’s relationship with the organization may

be enhanced● Gain insights of volunteers for program improvement● Convey appreciation to the volunteer● Determine if the volunteer is still interested in serving in his/her volunteer capacity.

An evaluation is an opportunity for both the volunteer and the agency to examine and improve their relationship.

The following policy guides the evaluation process used to check in with XYZ Organization volunteers.

XV. Feedback and EvaluationVolunteers shall receive periodic evaluations to review their work and progress. Evaluations will include an examination of the volunteer’s performance of position responsibilities and a discussion of any suggestions the volunteer may have concerning the position or volunteer program.

VOLUNTEER EVALUATION PROCEDURESXYZ Organization will mutually engage with their volunteers in the following evaluation process:

VOLUNTEER RECOGNITIONPolicies and Procedures

18

VOLUNTEER RECOGNIZATION POLICIESThe following policy guides the recognition events and procedures to be followed with XYZ Organization volunteers:

XVI. Recognition and Opportunities for AdvancementVolunteer service is very valuable to (name of organization) and we will recognize volunteers on both an informal and formal level. An annual volunteer recognition event will be conducted to highlight and reward the contribution of volunteers to the organization.

VOLUNTEER EVALUATION PROCEDURESXYZ Organization will mutually engage with their volunteers to determine how to best recognize them for their work.

1. At intake, the Administrative Assistant will ask how the volunteer prefers to be recognized.

19