KLF Volunteer Program Handbook Draft

7/30/2019 KLF Volunteer Program Handbook Draft

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Volunteers are essential at Kalamazoo Loaves & Fishes (KLF). Volunteers are used throughout theagency to plan and implement the programs and activities to meet KLFs mission: to feed hungrypeople and engage our community in the fight to end hunger.

As a valuable resource for KLF and the community it serves, volunteers are given assignments thatfit their skills, are given effective direction to perform their duties to the best of their abilities, andare celebrated and recognized for their key role in the organization.

1. OVERVIEW OF AGENCY, VOLUNTEER HANDBOOK & VOLUNTEER ROLESa. Overview of Agency

The vision of Kalamazoo Loaves & Fishes is for a hunger-free community. Our mission isto feed hungry people and engage our community in the fight to end hunger.

Kalamazoo Loaves & Fishes was organized in 1982 by several downtown churchesconcerned about increasing requests for food assistance. The congregations joined togetherto share resources and create an organized response to local hunger and formed KalamazooLoaves & Fishes. Over the years the number of congregations increased and the fooddistribution sites expanded to serve the entire county of Kalamazoo. Programs have

expanded also and though the Grocery Pantry Program is still the largest of our programs,KLF works with and through others to provide prepared meal support, senior commodityprograms, agency food support, backpacks for kids, and other community food programs.KLF is the largest charitable food distribution system in Kalamazoo County

b. Purpose of KLF Volunteer HandbookThe KLF Handbook provides overall direction to staff and volunteers engaged in volunteerservice and management both on and off site of the KLF Facility. This handbook isintended for internal guidance concerning KLF volunteers and does not constitute, eitherimplicitly or explicitly, a binding contractual or personnel agreement.

c. Role of the Volunteer Program CoordinatorThe productive utilization of volunteers requires a planned and organized effort. Thefunction of the Volunteer Coordinator is to provide a central point for effective volunteerutilization within KLF. The Volunteer Coordinator assists staff and volunteers inidentifying productive volunteer roles, in recruiting and orienting suitable volunteers,establishing the initial link between volunteers and their supervisors, and for tracking,recognizing and evaluating the contributions of volunteers within the agency.

d. Volunteer Standards and ResponsibilitiesVolunteers should actively perform their duties to the best of their abilities, volunteer at theirassigned times, and remain loyal to the mission and procedures of KLF. It is the volunteersresponsibility to inform supervisors if unable to undertake or complete a task due to any

medical condition or any other reason and to report all accidents, hazards or incidents tosupervisors as soon as possible.

e. Definition of a KLF VolunteerA volunteer is anyone who performs a task without compensation at the direction of and onbehalf of KLF. KLF Volunteers include those who work off-site in food distributionprograms. These volunteers may also be required to follow the policies and procedures of a


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partner agency; if KLF and the partner agency policies conflict, this should be brought to theattention of the KLF supervisor or Volunteer Coordinator for problem-solving.

Volunteers are not employees of the agency. KLF Volunteers may offer professionalservices, such as bookkeeping, grant writing and legal opinion without remuneration. Anypaid contractual agreement shall be specified in writing and changes the relationship fromvolunteer to employee or contractual staff.

f. Representation of the AgencyVolunteers need prior training, consultation and approval from appropriate staff prior torepresenting the agency at a public event or making a public statement which might affect orobligate KLF. These actions may include, but are not limited to, public statements to thepress, coalition with other organizations, or any agreements involving contractual or otherfinancial obligations.

g. Special Case VolunteersKLF accepts as volunteers those participating in student community service activities,student intern projects, corporate volunteer programs, and other volunteer referral programsdepending on organizational needs and the availability of appropriate supervision. On

occasion, KLF may place community service volunteers through alternative sentencing ordiversion programs. (See Criminal History Background Checks.)

h. Youth VolunteersKLF welcomes volunteers under the age of 18 years, but may require supervising adults toaccompany them, based on the volunteer assignment. To ensure the safety of youngvolunteers, youth 12 years of age and younger need parent/guardian supervision and theapproval of the program supervisor prior to volunteering.

i. Board Members as VolunteersMembers of the agencys board of directors serve as volunteers to the organization. Boardmembers may also serve as direct service volunteers within the agency, distinguishing

between the differing roles and respecting the boundaries inherent in serving in eithercapacity.

j. KLF Volunteers as ClientsKLF Volunteers needing to utilize KLFs Grocery Pantry Program or other food assistanceprograms are encouraged to access KLF services directly through routine client procedures(ideally during times not scheduled to volunteer at KLF). In unique circumstances,volunteers may privately request food assistance from their direct Supervisor. TheSupervisor will assess the situation and either schedule an appointment at a convenientpantry location or discreetly serve the volunteer directly through the KLF pantry. Recordswill be maintained as with routine client services and client confidentiality will be respected.

2. VOLUNTEER RECRUITMENT, ORIENTATION AND ASSIGNMENTa. Recruitment

The sole qualification for volunteer recruitment shall be suitability to perform a taskon behalf of the agency. (See KLF Policy 9412, Nondiscrimination Policy.)

b. OrientationNew volunteers will receive a general orientation on the nature and purpose of KLF. Theorientation includes information about the agency mission, its volunteer program, and a tour


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of the facility. The Volunteer Coordinator maintains a schedule of general orientationsessions.Volunteers are accepted and oriented by the agency prior to performance of tasks,unless specifically stated.

c. Volunteer Assignments & PlacementsIn assigning and placing a volunteer, attention is paid to the interests and capabilities of the

volunteer, to the requirements of the volunteer position and to the needs of the

organization. It is possible that KLF will not have immediate need for all potentialvolunteers. The Volunteer Coordinator will assess agency need and may postponeorientation or assignments as needed and will alert potential volunteers as such occasionsarise.

d. Staff Requests for VolunteersRequests for volunteers are submitted in writing to the Volunteer Coordinator and include acomplete description of the duties and the requested timeframe.

e. ReassignmentIf a volunteer is unable to fulfill the requirements of a volunteer position, the VolunteerCoordinator will discuss alternative service opportunities. In addition, volunteers who would

like to explore other areas of service are encouraged to talk with the Volunteer Coordinatorabout alternative or additional service opportunities.

f. Maintenance of RecordsRecords are maintained on each volunteer, including emergency contacts and volunteerinterests and skills. Volunteers are responsible for submitting requested information andupdating the information, as appropriate, to the Volunteer Coordinator in a timely andaccurate fashion.

g. InsuranceKLF carries liability coverage for KLF volunteers on-site and off-site for KLF operations

during established hours of service. Volunteer liability coverage does not extend to WorkersCompensation for volunteers. In addition, Michigans No Fault Auto Policy means thatbusiness auto insurance does not provide benefits to volunteer drivers; volunteers utilizingtheir own vehicles must carry their own auto insurance. Volunteers driving agency vehicleswill be compliant with applicable regulations and policies.

3. VOLUNTEER SUPERVISIONa. Volunteer/Staff Relationships

Volunteers and staff are partners in implementing the mission and programs of the agency,each understanding and respecting the needs and abilities of the other. In addition, avolunteer may supervise other volunteers provided that the supervising volunteer is under

the direction of a paid staff member.

b. On-the-Job Training and Continuing EducationProgram supervisors are responsible for on-the-job training of volunteer roles and takeresponsibility for the continued training of volunteers placed with them. Continuingeducation may include opportunities within KLF or provided by others. Prior supervisorapproval is needed for reimbursement of expenses.

c. Scheduling and Absenteeism


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Schedules are created between volunteers and their direct supervisor. If expecting to beabsent, volunteers inform their supervisor as soon as possible so that alternativearrangements can be made. In addition, a phone call informing the supervisor of any suddenillness or inability to work as scheduled is requested. Continual absenteeism may result in areassignment within the agency or dismissal from the volunteer assignment.

d. First Aid and Emergency CareFirst aid kits are provided in the warehouse and in the main office. For more severe injuries,9-1-1 will be called. Emergency contact information is critical; volunteers are required tokeep such information up-to-date with the Volunteer Coordinator.

e. Emergency ProceduresKLFs emergency preparedness plan is posted at several locations throughout the facility.Volunteers review the plan, particularly regarding emergency evacuation procedures, withtheir supervisor as a part of volunteer training.

f. ResignationVolunteers may resign from their volunteer service with the agency at any time. It isrequested that volunteers who intend to resign provide advance notice of their departure and

a reason for their decision.

Exit interviews may be conducted with volunteers who are leaving their positions toascertain reasons why the volunteer is leaving the position, suggestions the volunteer mayhave to improve the position and possibilities of involving the volunteer in some othercapacity with the agency.

g. Reassignment and DismissalsThe relationship between the volunteer and agency is at-will and, as such, the volunteer oragency leadership may terminate the volunteer relationship at any time. Such dismissals may

be related to, but are not limited to, the following: gross misconduct or insubordination,being under the influence of alcohol or drugs, theft of property or misuse of agencyequipment or materials, abuse or mistreatment of clients or co-workers, failure to abide byagency policies and procedures, failure to meet requirements of the volunteer position.

4. VOLUNTEER SUPPORT AND RECOGNITIONa. Reimbursement of Expenses

It is not the policy of KLF to reimburse volunteers for expenses. However KLF volunteersare encouraged to seek out programs such as the Retired and Senior Volunteer Program(RSVP) operated by Senior Services, Inc. RSVP volunteers 55 years and older may be eligiblefor reimbursement for limited mileage and meal reimbursement. Applications may be filed

with the Volunteer Coordinator. Any other request for reimbursement must have priorapproval of the KLF supervisor.

b. RecognitionThe work undertaken by volunteers is highly valued by KLF and it is the responsibility ofthe Volunteer Coordinator and volunteer supervisor to ensure volunteers receive appropriaterecognition. Volunteers are encouraged to let staff know what methods of recognition aremost meaningful.


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c. Volunteer Satisfaction/EvaluationThe Volunteer Coordinator may conduct periodic evaluation of volunteer satisfactionand/or volunteer utilization. Evaluation may include information gathered from volunteers,staff, and clients.

5. VOLUNTEERS ARE SUBJECT TO THE FOLLOWING ORGANIZATIONALPOLICIES

a.

Holiday ClosingsThe KLF Office/Warehouse and its Grocery Pantries are closed on the following dates:New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Dayafter Thanksgiving and Christmas Day.

b. NondiscriminationNo person is excluded from agency services, employment or volunteer participation becauseof ethnicity, race, national origin, age, gender identity, sexual orientation, economiccircumstance, veteran status, physical and/or mental abilities/characteristics,philosophy/religion, or for any other discriminatory reason. (Policy 9412, Non-Discrimination Policy.)

c. ConfidentialityAll information concerning clients and their families is considered confidential information.Such information may only be released to those with a business need to know. Any otherrelease of such information requires the approval of the client. All personal information onstaff, other volunteers and donors is also considered confidential information; any release ofinformation requires prior approval. The agency will respond to requests for confidentialinformation by orders, court orders, court subpoenas, administrative subpoenas, or asotherwise required by law. The Executive Director is designated as the authorized person torelease information in any legal action. Failure to maintain confidentiality may result inending the volunteers relationship with KLF.

d. Open Door Policy and Problem Solving ProceduresVolunteers are a valuable asset of the agency. To allow volunteer and paid staff to perform attheir best, it is important that there be open communication among and between volunteers,employees and management. If an employee or volunteer is having a dispute with a co-worker, they should seek to resolve the situation themselves or talk it over with a supervisorif they are unable to resolve the situation themselves. Volunteers are encouraged to bringagency concerns to their immediate supervisor. Should a volunteer feel unable to address thematter with his/her immediate supervisor, the Volunteer Coordinator or the Director ofOrganizational Development or Operations should be contacted. Should the volunteer beunable to take the concern to any of the above, he/she should contact the ExecutiveDirector.

Once an issue has been with a member of management, the matter will promptly be broughtto the Executive Director, who oversees a prompt and thorough investigation of the matter.Once the matter has been investigated, the volunteer will be informed of the results.

Any suspected harassment must be reported immediately to an employees supervisor, or anyof the persons identified above.

e. Duality of Interest


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KLF maintains a Duality of Interest policy for employees and volunteers to gain awarenessand sensitivity to the various roles and interactions of each individual. In general, volunteersare asked to disclose to the Volunteer Coordinator or supervisor any duality of interest theymay have with any agency activity or program, whether personal, philosophical, or financial.(See Policy 9413, Duality of Interest.)

f. Use of Agency Equipment & Communication SystemsKLF maintains a variety of equipment, which may be used only for agency business.Exceptions may be granted at the discretion of the supervisor. Such equipment includes, butis not limited to: cars, vans, mail, email, computer systems, KLF provided Internet access,telephone and cellular phones, copier machines, facsimiles, and janitorial equipment. Use ofagency email and Internet access is prohibited as follows: any use that violates state orfederal law; any use that violates existing agency policies; and use that is inappropriate,offensive or that negatively affects a persons ability to perform his or her job or has thateffect or may have that effect on others. The agency maintains the right to access andmonitor both business and personal messages and files on its computer system.

g. Criminal History Background ChecksKLF values the safety of its clients, volunteers, and employees and conducts criminal history

background checks on employees and volunteers who work closely with high risk vulnerablepopulations and/or sensitive information. Background checks are conducted prior toproviding services and KLF may spot-check criminal history backgrounds thereafter. Asigned authorization, such as the Criminal History Background Check Authorization (Form5011-A) or Client Confidentiality Agreement (Form 5011-B), is needed prior to conducting abackground check.

Criminal history may or may not disqualify an individual from certain positions or volunteeropportunities. An individualized assessment by the program supervisor, Director ofOperations and Executive Director will consider, among other factors, the nature of theoffense and age of occurrence, the relevance to the position under consideration, how long

ago the offense occurred and whether there was recurrence. Criminal History Guidelines(Form 5011-C), will help guide the decision. The results of the criminal history checks arekept confidential.

The Food Assistance Outreach Program (where Employees and Volunteers have access toclient identifying information, including social security numbers, dates of birth, etc.) requiresbackground checks which must be completed prior to any provision of direct service. Inaccordance with policy at the Food Bank Council of Michigan and the Department ofHuman services, these background checks include but are not limited to the followingdatabases: Michigan State Police Internet Criminal History Access Tool (ICHAT), StateSex-Offender Registries, National Sex-Offender Registries, and Central Register for crimes

perpetrated against children (required if the volunteer works directly with children).

h. Safety & SecurityKLF is concerned about the safety of employees, volunteers, clients and visitors andcomplies with all applicable federal, state, and local health and safety regulations andprovides a work environment as free as practicable from recognized hazards. Volunteers areexpected to comply with all safety requirements. If volunteers observe unsafe practicesand/or safety hazards, they must immediately report them to their supervisor or theOperations Director. All accidents, injuries, or illnesses, no matter how minor, occurring


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either while the volunteer is at KLF or in the course of their volunteer work must beimmediately reported to their supervisor or to the Operations Director.

An Incident Report is completed any time a KLF employee, volunteer or visitor experiencesan unusual event that causes harm to person (requiring medical treatment greater thangeneral first aid), property, or equipment. The Incident Report Form is written within 24hours of the incident and may be acquired from supervisors or the Executive

Director/designee. Incidents involving vehicles and/or property, whether on-site or off,require the completion of an additional form, KLF Vehicle/ Property Damage Report Form.

i. Safety Practices & Trainingi. Vehicular Safety:A drivers license checkis required for positions that require use

of agency vehicles. A Drivers License check and auto insurance verifications areconducted periodically as required by the insurance carrier.

ii. Cell phone usage while driving, except where a hands-free device is utilized, isstrictly prohibited.

iii. Equipment: Volunteers utilizing equipment that requires special certification tooperate, such as forklifts, must be certified prior to use.

iv. Protective clothing and equipment: Staff and volunteers are expected to dressappropriately for the work they are conducting. Volunteers handling food arerequired to wear closed-toe shoes for safety reasons. In addition, warehouse staff andvolunteers are trained in the proper use of equipment and safety practices.

v. MSDS Access: Material Safety Data Sheets are maintained in the Food Directorsoffice for quick access in case of emergency.

j. Emergency ClosingEmergencies such as severe weather, fires, or power failures can disrupt agency operations.In extreme cases these circumstances may require closing the agency, including both on- andoff-site locations. Agency closings will be announced on the KLF website (www.kzoolf.org),its Facebook page and WWMT (Channel 3).

k. Smoking PolicyKLF and the State of Michigan recognize that smoking in the workplace can adversely affectemployees, volunteers, and clients. Accordingly, smoking is prohibited at all times on KLFproperty, including KLF vehicles.

l. Drug-Free Work EnvironmentKLF will make every effort to maintain and promote a drug-free work environment. In suchan environment it is understood that the agency will not tolerate unlawful possession of, oruse of, controlled substances on the work site or while conducting KLF business.

m.Fitness for DutyThe agency will make every effort to maintain and promote a productive and safe workenvironment. Volunteers unable to safely perform their duties will not be allowed to workuntil safe performance expectations are met.

n. Anti-HarassmentCreating and maintaining a well-functioning work environment is essential to the success ofour mission. Behavior that undermines this environment can be perceived as harassing toany employee, volunteer, client or visitor and will not be tolerated. It is the policy of KLF to


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maintain a work environment free from behavior that is disruptive, abusive, or harassing orwhich interferes with the ability to perform assigned duties. Included in this area of offensivebehavior is sexual harassment. Sexual harassment includes behavior such as comments orgestures with sexual overtones, sexually suggestive objects or pictures, unnecessary physicalcontact, or requests for sexual favors and need not be confined to work hours or theworkplace and will not be condoned. Violators of this policy will be subject to disciplinaryaction up to and including discharge.

o. Violence in the WorkplaceKLF is committed to preventing workplace violence and making the agency a safe place towork. Volunteers are expected to treat staff, clients, fellow volunteers and visitors withcourtesy and respect at all times. Behavior that threatens, intimidates, bullies or coercesanother person is not allowed, nor is any act of harassment. Report any suspicious person oractivities to management. Volunteers should immediately report a threat of violence or anact of violence by anyone to any member of the management or to the Board President. Ifany volunteer has a protective restraining order on file with a law enforcement agency, thevolunteer should report this to his/her supervisor or to the Operations Director. Ifvolunteers commit a violent act, threaten violence or violate these guidelines in any way, theywill be subject to disciplinary action, up to and including termination of volunteer

assignment.

p. WeaponsFirearms, weapons, ammunition and other dangerous or hazardous devices and substancesare not allowed on the premises or at agency functions without proper authorization by theExecutive Director.

Changes to the KLF Volunteer Handbook and agency policies and procedures may be made atany time with the approval of the Board of Directors. A hard copy current version is maintainedby the Volunteer Coordinator; an electronic copy may be found on the agency website.

6. VOLUNTEER AUTHORIZATIONSa. Receipt of PoliciesAddendum A1


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AddendumsSigned Agreements

A1. Receipt of Volunteer Handbook

The Volunteer Handbook contains important information about KLF and I understandthat I should consult the Volunteer Coordinator regarding any questions not answered inthe handbook.

I have entered into my relationship with KLF voluntarily and understand that there is nospecified length of volunteering and that either KLF or I can terminate the relationshipat will, with or without cause, at any time.

I understand that the Volunteer Handbook is subject to change at any time with theapproval of the Board of Directors. I acknowledge that revisions to the handbook mayoccur and that such changes will generally be communicated through official notices, andthat the revised information may supersede, modify, or eliminate existing policies. Thecurrent version of the Volunteer Handbook may be found on the KLF website and inKLF Shared Documents; a hard copy is maintained in the Volunteer CoordinatorsOffice.

I have read, understand and accept the KLF Volunteer Handbook.

Signature: ___________________________________ Date: ____________

Printed Name: _______________________________________________________

KLF Volunteer Program Handbook Draft

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Transcript of KLF Volunteer Program Handbook Draft