vOLUNTEER involvement guide - Successful …successfulcommunities.org.au/.../04/VSANT-Volunteer … · Web viewvOLUNTEER involvement guide This document has been prepared by Volunteering

vOLUNTEER involvement guide

This document has been prepared by Volunteering SA&NT as a guide only. It should be adapted to your organisation’s particular needs and circumstances.

Glossary

CONFIDENTIALITY

A set of rules that limits access or places restrictions on the disclosure of certain types of information.

INDUCTION

A process of orientation for volunteers.

ROLE DESCRIPTION

A document outlining key duties, responsibilities, qualifications and essential functions of the volunteer role.

RECRUITMENT

The process of seeking and attracting a pool of qualified applicants for volunteer vacancies.

REFERENCE CHECKS

Contacting previous employers of an applicant to determine his or her job history. Reference checks may also include schools, colleges attended by the applicant to determine educational qualification.

REIMBURSEMENT

Where a recipient is compensated exactly (meaning precisely, as opposed to approximately), whether wholly or partly, for expenses already incurred.

NATIONAL POLICE CHECK AND DEPARTMENT OF COMMUNITIES AND SOCIAL INCLUSION CHECK

Forms part of a criminal history assessment conducted as a pre-engagement background assessment on a person.

NATIONAL STANDARDS FOR VOLUNTEER INVOLVEMENT

Volunteering Australia regards these standards as best practice in the management of volunteers.

SUPERVISION

Overseeing the process and productivity of the volunteer.

VOLUNTEER

A person who works of their own free will without financial reward to benefit the community.

VOLUNTEER SUPERVISOR

A person who is responsible for the management and supervision of volunteers including recruitment, interviewing, and managing volunteer staff.

VOLUNTEERING

Volunteering is time willingly given for the common good and without financial gain.

Definition of Volunteering Volunteering Australia’s defines volunteering as ‘time willingly given for the common good and without financial gain.’

For more information regarding Volunteering Australia’s Definition of Volunteering, including explanatory notes, a detailed Issues Paper that provides background and context, and a set of FAQs, please refer to: https://www.volunteeringaustralia.org/definition-of-volunteering/

Benefits of Volunteering Community contribution and connectedness – giving back to the community and building a sense of

local community Positive altruistic effects and intrinsic reward - a personal sense of worth and satisfaction from doing

good for others and the community Social benefits – developing networks and meeting new people from diverse backgrounds Skills and employment – gaining new skills and experience for employment

Code of Practice for Volunteer Involving OrganisationsThe following points identify policy considerations for volunteer involving organisations, and can be addressed as part of the process to implement the National Standards for Volunteer Involvement. The organisation will:

Interview and employ volunteers in accordance with the anti-discrimination and equal opportunity legislation;

Provide volunteers with orientation and training; Provide volunteers with a healthy and safe workplace; Provide appropriate and adequate insurance coverage for volunteers – recommend both Public Liability

and Volunteer Personal Accident Insurance; Not place volunteers in roles that were previously held by paid staff or have been identified as paid

roles; Define volunteer roles and develop clear position descriptions; Provide appropriate levels of support and management for volunteers; Provide volunteers with a copy of policies pertaining to volunteers; Ensure volunteers are not required to take up additional work during an industrial dispute or paid staff

shortage; Provide all volunteers with information on grievance and disciplinary policies and procedures; Acknowledge the rights of volunteers; Ensure that the work of volunteers complements but does not undermine the work of paid staff; Offer volunteer staff the opportunity for professional development; Reimburse volunteers for out of pocket expenses incurred on behalf of the organisations; Treat volunteers as valuable team members, and advise them of the opportunities to participate in

decisions, and to acknowledge their contribution.

Rights and Responsibilities Both volunteers and the organisations they volunteer for have rights and responsibilities. Volunteers are engaged to perform a specific role and the organisation agrees to provide volunteers with a worthwhile and rewarding experience. In return each has the right to some basic expectations of the other.

See Volunteer Rights and Volunteer Checklist - https://www.volunteeringaustralia.org/wp-content/files_mf/1377052356VAVolunteerRightsandchecklist.pdf

1. Planning for Volunteer InvolvementBefore an organisation begins the process of developing a volunteer program, it must determine and evaluate the needs of the organisation. A summary of the type of questions that could be considered is included in the table below:

Topics discussed

Why would the organisation consider having volunteers?Who are the potential volunteers the organisation could recruit?What work or activities could volunteers do?What benefits could volunteers gain from volunteering with the organisation?What are the benefits for the organisation involving volunteers as part of their workforce?What, if any, challenges do you think volunteers may experience when they volunteer with the organisation?What, if any, challenges do you think the organisation could experience by having volunteers as part of their workforce?

National Standards for Volunteer Involvement

The National Standards for Volunteer Involvement (‘Standards’) represent what Volunteering Australia regards as best practice in the management of volunteer involvement.

A requirement of the Standards is the development, implementation and review of documentation, policies and procedures as they provide clarity about rights, responsibilities and expectations for volunteers and organisations.

For access to the National Standards for Volunteer Involvement, please follow this link: https://www.volunteeringaustralia.org/wp-content/uploads/National-Standards-Document-FINAL_Web.pdf

Below is a sample list of policies and procedures that may be required to guide volunteer involvement within your organisation:

Policy/Procedure

Volunteer Involvement Policy

Risk Management Policy and Procedures

Code of Conduct

Privacy Policy

Conflict of Interest

Criminal Record Screening

Volunteer Grievance Procedure

Records Management

Recruitment and Selection

Reward and Recognition

Work Health and Safety

Working Safely with Clients

Workplace Harassment and Bullying

2. Volunteer Roles

Volunteer roles ensure that the work done by volunteers is defined and meets both the needs of the volunteer and the objectives of the organisation.

Well defined volunteer role descriptions will assist the organisation to match volunteers with appropriate work roles, provide relevant and satisfying activities for volunteers and ensure that involvement of volunteers contributes to the organisation.

Organisations will ensure that: Volunteer roles will:

Reflect current developments in volunteering, volunteer availability and was of involving volunteers,

Be designed to attract people with relevant attributes, and a diversity of experience and interest.

Volunteer roles are defined, documented and communicated. Volunteer role descriptions indicate how the role contributes to the organisation’s purpose, goals and

objectives. Volunteer roles are reviewed with input from volunteers and paid staff.

For examples of volunteer roles visit volunteeringsa-nt.org.au or download the WeDo app

TIPS FOR DEVELOPING VOLUNTEER ROLE DESCRIPTIONSA carefully constructed role description helps to ensure that the aims and objectives of the volunteer position are being met. It also protects the rights of the volunteer and can help them negotiate the demands of a busy organisation.

When developing role descriptions for new volunteer positions, it may be helpful to follow the guidelines below:

Firstly, write down why you want to involve volunteers in the organisation and what you want them to do. You may use the table below to assist you with this.

VOLUNTEER AREA NO. OF VOLUNTEERS

WHEN REQUIRED

SPECIFIC TASKS

E.G. PROGRAM MANAGER – SOCIAL & EMOTIONAL WELLBEING

5 TWICE A MONTH – DELIVERY ASSISTANCE THE LAST FRIDAY OF THE MONTH

ASSIST WITH THE COLLATION AND DISTRIBUTION OF EMERGENCY RELIEF GOODS FOR CLIENTS

A volunteer role description doesn’t need to be long or complex. You may want to use the table below as a guide when designing a volunteer role description:

Think about What information should be considered

The title of the role? A specific title adds value to the role – e.g. Administration Assistant

Reporting/Supervision: To whom is the volunteer responsible?

Program Manager –(Title)

Have you consulted paid staff or other volunteers about the position description?

Ensuring boundaries are explained and maintained

Details and duties of the role: What tasks are involved in the role?

Ensuring boundaries are explained and maintained

Selection Criteria: What skills and E.g. - excellent communication and the ability to take

attributes are required of the volunteer?

direction; administration experience, ability to work as part of a team, etc.

When will you require the volunteer?

Days, hours Level of flexibility, by negotiation Roster, long/short term

How will induction/orientation be provided?

General orientation to the organisation Subsequent specific orientation to the role

Will a Police Check /DCSI check be required?

Consider how this will delay commencement and how to maintain contact with the volunteer in the interim

Which kind of screening will be required – e.g. –National Police Clearance or Department of Communities and Social Inclusion.

What is the dress code for the role?

Specific clothing expectations – professional, business casual, safety aspects.

Reimbursement of costs E.g. - travel, materials used during events, activities and tasks

Can you describe the working environment?

Busy/relaxed Following direction/working independently Physical demands Indoors/outdoors

Will there be a trial period for the role?

Explain the policy & feedback at the end of the trial period – e.g. 3-month probation period.

What benefits might the volunteer gain?

Learn new skills, develop friendships (see Benefits of Volunteering section)

3. Recruitment and Selection

Volunteer recruitment and selection strategies that are planned, consistent and meet the needs of the organisation and volunteers will ensure that:

1. The organisation uses planned approaches to attract volunteers with relevant interests, knowledge, skills or attributes.

2. Potential volunteers are provided with relevant information about the organisation, the volunteer role and the recruitment and selection process.

3. Volunteers are selected based on interest, knowledge, skills or attributes relevant to the role, and consistent with anti-discrimination legislation.

4. Screening processes are applied to volunteer roles that help maintain the safety and security of service users, employees, volunteers and the organisation.

When recruiting volunteers, organisations need to consider the following:

Advertising

When recruiting volunteers, remember to think about the volunteer skills required, potential recruiting sources and advertising methods best suited to the organisation.

Interviewing Interviewing is an important process, as it is an opportunity for the organisation to determine whether the volunteer applicant is a good fit for the role and the organisation itself. Therefore, the volunteer Supervisor/Line Manager should be equipped with some basic tools to conduct an effective interview.

ScreeningIt is recommended that all volunteers are subject to criminal record screening procedures.

Depending on the nature of an organisation’s volunteer involvement, the organisation must decide what its policy is regarding criminal record screening procedures. For example, as a minimum, an organisation may request a National Police Check for all its volunteers. However, if volunteers work with children or vulnerable people, the organisation may need to consider a criminal history report or screening check with the Department of Communities and Social Inclusion (DCSI).

To assist organisations to determine which, if any of their volunteers are required to undergo a criminal history report or screening check, please follow this link: http://www.ofv.sa.gov.au/latest-news/news-items/does-a-volunteer-require-a-criminal-history-report-or-dcsi-screening-under-legislation

Selection and Decision MakingIn order to select the most suitable candidate for a volunteer role, an organisation can use the following as a guide:

Did the volunteer demonstrate attributes that will allow them to fulfill the role and enhance goals and purpose of the organisation?

Is the volunteer capable of working within the guidelines of the volunteer program and the boundaries of the position?

Do referees recommend the volunteer for the position? Does the volunteer match the selection criteria for the role? If the volunteer does not match the selection criteria, would they be better suited to another role? How will you inform the volunteer that they have been successful? How will you maintain contact with volunteers waiting to commence, particularly if the volunteer

program/activity has not commenced?

4. Support and Development

Support and development ensures that the organisation has processes to equip volunteers to perform their roles well and in line with the organisation’s needs.

The organisation will provide orientation and induction, skill development and ongoing support needed by volunteers, and to manage situations fairly and consistently where a volunteer may not be meeting the requirements of their role.

Orientation and Induction of Volunteers

Volunteer orientation and induction is essential for making new volunteers feel welcome, supporting volunteers to understand their roles, and to familiarise volunteers to both the physical environment and the organisation’s operations.

Volunteers are provided with orientation and induction relevant to their role and responsibility

The organisation’s orientation and induction for volunteers will be undertaken and managed by their assigned Supervisor who must ensure the following:

Orientation and induction requirements for all volunteer roles are documented and implemented (see Induction Checklist template).

A tour of the office and introduction to relevant workers. Information about the organisation, the volunteer’s role and how it contributes to the organisation’s

goals and objectives. Volunteers are made aware of their rights and responsibilities related to the role and to the

organisation. Volunteers understand and agree to a code of conduct. Relevant policies and procedures, such as reimbursement of out of pocket expenses, work health and

safety, emergency evacuation procedures and any other policies and procedures considered relevant to their roles, are explained to volunteers.

Volunteer Work Plan is explained and completed.

MORE TIPS FOR SUPPORTING VOLUNTEERS IN YOUR ORGANISATIONSurvey volunteersUnless we ask we don’t always know what our volunteers are thinking. A volunteer survey could provide our organisation with information on reasons why people volunteer, how they feel about their volunteer experience, what training and development they would like, whether their work still matches their role description, and how their volunteering experience could be improved.

Ensure good volunteer relationships Ensuring good relationships between the volunteers will be important in the retention of volunteers. This is especially important between long-term and new volunteers.

Volunteer workloads are monitoredVolunteers should be supervised and supported to ensure workloads are reasonable and manageable and adjustments made as needed.

Volunteers receive feedback on their workEveryone likes to know their work is recognised, including volunteers. Providing feedback to volunteers about the value of their work and how they are performing is vital to retaining them.

Volunteers report regularly on their activitiesIt is important that volunteers have an opportunity to report regularly on their activities. This may happen in regular meetings. This will provide the organisation with valuable information to highlight the contribution volunteers make our organisation and their impact.

There is a process to handle grievancesFrom time to time issues will arise with volunteers that need resolving. Volunteers should be provided an opportunity to raise a grievance about any matter related to their volunteering. The welfare of volunteers is important and needs to be dealt with in a fair and transparent manner.

Up to date volunteer records are maintainedMaintaining records on volunteers does not need to be complicated but maintaining information on your volunteers will help you plan, report and manage your volunteers more effectively.

5. Workplace Safety and WellbeingProcesses are in place to protect the health and safety of volunteers in their capacity as volunteers

The organisation must ensure that:

Health and safety management policies and procedures include volunteers. Volunteers are insured for personal injury and liability. Volunteers have access to the same post-incident debriefing and support provided to employees. Expectations and limits of volunteer roles, including time commitments and any designated hours are

agreed with volunteers, and individual workloads of volunteers are monitored and managed.

Volunteers have access to complaints and grievance procedures

The organisation must provide volunteers with information about how to make a complaint or raise a concern within the organisation and to relevant bodies.

Grievance from volunteers are to be managed consistently, transparently, equitably and in line with principles of natural justice.

6. Volunteer Recognition

Volunteer recognition ensures that an organisation understands the contribution made by its volunteers and that it lets them know that this contribution is appreciated.

TIPS FOR RECOGNISING VOLUNTEERS Recognising the work of volunteers is crucial to any organisation wanting to attract and retain volunteers.

Recognise informally and formallyVary your recognition of volunteers to include the informal thank you to more formal events, such as awards nights and dinners.

Make it authentic and personalMake the recognition meaningful and personal and use the opportunity to reflect on the volunteer’s value.Be consistentMake sure that the standards for recognition that have been established can be consistently maintained in the future. Holding a volunteer recognition event once a year sets up expectations for future volunteers.

Be timelyRecognition should be made soon after the achievement has been achieved as delaying until weeks or months afterwards diminishes the value of your gratitude.

Make it uniqueGetting to know each of your volunteers and delivering recognition in a way that the volunteer would like to receive it is important – for some this will be public recognition and for others it will be more private.

Inclusive of all volunteersEnsure that your volunteer recognition is transparent and inclusive of all volunteers.

Feedback from volunteersWhy not obtained feedback from volunteers as to whether the recognition is how they would like to receive it and provide them with the opportunity suggest other methods of recognition.

Use the table below for ideas on how to recognise your volunteers.

Informal Recognition Formal Recognition

Address volunteer by name Say’ thank you’ Personal praise to volunteers while they

are on the job. Thank you letters, cards on completion of

a task. Treat a volunteer to a coffee Ask for input Reimburse volunteers for out of pocket

expenses. Encourage volunteers to include their

volunteering on their CVs.

Welcome letters from the CEO when volunteers are first recruited.

Recognise volunteers at organisation events, e.g. AGM, Christmas function.

Organise a function for all volunteers throughout the year.

Create a regular volunteer feature on the organisation’s website and social media sites.

Organise with a local newspaper for a regular story to highlight the work of volunteers.

Present volunteers with certificates, letters of reference, plaques etc.

Develop a years of service list of

volunteers to display on website. Give more opportunity to train or

supervise other volunteers. Include volunteers in decision making e.g.

invite them to meetings/planning days. Enter outstanding volunteers into

community based recognition awards. Recognise your volunteers during National

Volunteer Week. Celebrate International Volunteer’s Day –

December 5.