Supervisors Guide for the Management of Volunteers Phoenix

7/30/2019 Supervisors Guide for the Management of Volunteers Phoenix

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Supervisors Guide for the

Management of VolunteersTable of Contents

Page

Letter from the PCE Coordinator of Volunteer Services . 2

Role of Volunteers ..... 3

Volunteer Opportunities ... 3Expectations, Rights & Responsibilities 3

Organization of Volunteers .. 5Coordination of Volunteer Services 5Catholic Charities Welcome 7Types of Volunteers ..... 8Volunteer Position Descriptions .. 10

Recruiting Volunteers .... 12Interviewing for Interests & Placements . 12Procedure for Conducting Background Check . 14

Managing Volunteers .. 15Orientating Volunteers ... 15Training Volunteers ... 17Supervising Volunteers .. 18Recognizing Volunteers . 19Evaluating Volunteers 20Dismissing Volunteers 23

Appendices 25Volunteer Application . 26Confidentiality & Conflict of Interest Agreement 30MYB Form 32References Check Form 33Sample Welcome Letter 35Hours Logs .. 36


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Driving Policies 38Acknowledgment and Receipt of Volunteer Handbook 40

Dear Catholic Charities Volunteer Supervisor,

The goal of Catholic Charities is to provide the kind of help that creates hope, enablingall people to live healthy and fulfilling lives. The Catholic Charities mission is helpingour communitys most vulnerable with solutions that permanently improve lives.Resources to accomplish this mission are always at a premium. Thats why the wealthof people who could be available to us should not be overlooked.

This manual was created to enhance the volunteer program for Catholic Charities.Finding people to volunteer can and will be successful for us if we follow a fewprinciples. We want and need our volunteers to feel wanted, productive, and respected.

Many of us may have worked with volunteers in the past. If we had rewardingexperiences our attitudes are likely to be positive. However, if we had disappointing orpainful experiences, our assumptions about volunteers may reflect those experiences.My aim is for us at Catholic Charities to accept the valuable resource of thesevolunteers to help us serve even more people.

Peace and Grace,

Pat BennierParish and Community EngagementCoordinator of Volunteer Services

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VOLUNTEER OPPORTUNITIES

Catholic Charities recognizes that volunteers make a real difference to our organization,communities, and the people we serve. For this reason Catholic Charities provides theopportunity for volunteers to serve others. True service is a mutual act in which boththose being served and those serving benefit and grow; thus, it is the privilege ofCatholic Charities to offer volunteer opportunities for the sake of Catholic Charitiesclients and Catholic Charities volunteers.

There are many opportunities to serve as a Catholic Charities volunteer. Theopportunities available depend upon the specific needs of the various programs. Theseguidelines detail the record keeping and procedural requirements which supervisors are

to follow when managing volunteers.

Our volunteers work as part of a team within the organizational structure. CatholicCharities matches volunteers with specific positions, depending upon their talents,interests, and time availability.

EXPECTATONS, RIGHTS & RESPONSIBILITIES

In return for a valuable volunteer experience, Catholic Charities requests a commitmentfrom the volunteer through the completion of quality work. We look to the volunteer for

characteristics such as honesty, care, trustworthiness, accountability and flexibility. Weexpect volunteers to adhere to the same policies and procedures as our paid staff.Catholic Charities recognizes that there is a balance of rights and responsibilitiesbetween volunteers and paid staff. The next page illustrates this balance.

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ROLE OF VOLUNTEERS


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THE VOLUNTEER HAS

the right to the responsibility to

A job that is worthwhile and challenging. Know his/her limits

Be trusted with necessary confidentialinformation

Respect confidences

Be kept informed on whats happeningin the organization

Follow organization guidelines

Expect that his/her tasks have beenplanned for

Prepare for each work assignment

An assignment that will promotelearning and growth

Use time wisely; not interfere with performance

Orientation and training Acknowledge the need for training and

participate fullyReceive advice and support from adesignated supervisor

Consult with supervisor when unclear on policyor action

Appropriate recognition even on a day-to-day basis

Give constructive feedback that will improveeffectiveness

Out-of-pocket reimbursements,whenever possible

Refuse gifts from recipients of service

Be treated as a non-paid staff member Work as a team member

THE PAID STAFF HAS

the right to the responsibility to

Decline any volunteer thoughtunsuitable

Make all necessary qualifications known aheadof time

Expect that the volunteer will completeassignments

Provide for adequate time and training for eachassignment accepted

Give instructions as to how the work isto be done

Make sure the volunteer understands the task

Give the volunteer a trial orprobationary period

Set and maintain standards

Evaluate the volunteers performance Provide feedback in constructive terms

Demand quality performance Allocate supporting resources; give recognition

for workReport problems and progress toperson who coordinates volunteers

Keep good communications with the volunteerprogram office

Schedule volunteers when work spaceis available

Provide adequate, pleasant workspace

Own opinion on the merit of volunteerinvolvement

Not over generalize about volunteers

Be respected and trusted as acolleague

Respect and trust volunteers in return

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COORDINATION OF VOLUNTEER SERVICES

The Program Director (PD) in each Division that utilizes the services of volunteers isresponsible for implementing the Volunteer Program in accordance with CatholicCharities policies and procedures. Responsibility for supervision of volunteers shall beidentified in the position descriptions of staff where applicable. Supervisors withresponsibilities for volunteer coordination shall regularly report on their experience withvolunteers to their respective Program Directors.

The following is an overview of the Volunteer Program

Motivating Our task as leader is not to judge the motives of others, nor to

impose our own motives on them. Our tasks, when being presented with avolunteer, is to help them discover and reflect on their need, then to connectthem with appropriate opportunities for them to serve while meeting their needsand those needs of Catholic Charities, using their skills in a healthy way.

Interviewing An interview a conversation with a purpose can help us andthe volunteer to build a relationship of trust, to secure and share information, tomake decisions together, and together to determine her/his next steps withCatholic Charities.

Orienting We want all volunteers to be ambassadors for Catholic Charities. The

better the orientation the better their endorsement will be. Good orientation cancut down on training time.

Training Training serves a variety of purposes and ideally will be transferablebeyond the volunteers service with Catholic Charities.

Supervising Supervising is a partnership that facilitates and supports thepersonal growth of the volunteer, while promoting and ensuring theaccomplishment of the program. Supervision should empower the volunteer tolive out the duties in their position description.

Recognizing Recognizing volunteers, whether formally or informallyacknowledges their worth.

Evaluating The purpose of evaluating is to ensure a high quality experience forthe volunteer and the highest quality work for our programs. It gives CatholicCharities an opportunity to reflect on the volunteers performance and level ofsatisfaction, as well as ours.

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ORGANIZATION OF VOLUNTEERS


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The Coordinator of Volunteer Services (CVS) from Parish & Community Engagementshall work with the Program Directors and/or their volunteer coordinators to implementthe Volunteer Program for Catholic Charities. The Coordinator of Volunteer Servicesmay conduct some initial interviews sending them to specific programs for acceptanceand placement. Applications should be sent to the CVS so that the appropriate

background and reference checks can be made.

Coordination of Tasks

Action: Performed by: Application Received Online on website

Initial Conversation CVS &/or PD

Interview CVS &/or PD

Background Check Administered (level 2 & level 3) CVS

Fingerprint Clearance Administered (level 3 only) at sites

Consumer/Investigative check if required CVS &HR

Conversation facilitated to determine placement CVS & PD

References Checked PD/Supervisor

Placement Offered (Welcome Letter or Thank You Card Sent) PD

Welcome to Catholic Charities CVS* Receipt of Volunteer Handbook & Policies* Overview of values and ethics

Orientation to Program PD/Supervisor

Program specific paperwork filled out PD/Supervisor

Training of Volunteer Duties PD/Supervisor

Ongoing Supervision PD/Supervisor

Monthly Report of Hours Supervisor or Volunteer

Yearly Evaluation PD/Supervisor & Volunteer

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CATHOLIC CHARITIES WELCOME

Within the first three months of volunteering, all volunteers will be asked to attend aCatholic Charities Welcome. This will be conducted by the CVS at various locationswhere needed.It will include:

An orientation to Catholic Charities

- who we serve- what we do- what to expect

Ethics and values of Catholic Charities

Overview of principle policies for Catholic Charities

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TYPES OF VOLUNTEERS

Catholic Charities recognizes various levels of volunteers generally specified by thetype of client contact. These levels, and the Risk Management related record keepingrequirements for each level are listed below:

Level 1

Occasional volunteer or group of volunteers with NO client contact

Credentialed professional partner or partner-agency related volunteer that works

with groups of clients WITH staff supervision.1. No application needed.2. Volunteer logs presence on a sign-in sheet with date, name, address,

phone number, and emergency contact information.

Level 2

Regularly scheduled volunteer

1. Application Required2. References are checked3. Background check is conducted4. Attends Catholic Charities Welcome5. Volunteer logs presence on a sign-in sheet with date, name, address,

phone number, and emergency contact information.

Level 3

Volunteer WITH children WITHOUT staff supervision OR Special Circumstances

1. Application Required2. References are checked3. Background check is conducted4. Attends Catholic Charities Welcome5. Volunteer logs presence on a sign-in sheet with date, name, address,

phone number, and emergency contact information.6. Fingerprint clearance card or fingerprinting required

7. Approval from the Division Director or designee

Special Circumstances

Volunteer requiring a waiver on criminal conviction

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If necessary to check credentials, MYB consumer and/or investigative report will

be conducted

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VOLUNTEER POSITION DESCRIPTIONS

For Catholic Charities and the volunteer to have a mutually rewarding experience, it isnecessary to select a volunteer based on his/her ability to perform the assignment. Toaccomplish this, each volunteer should be given a volunteer assignment that matches

his/her existing education, skills and experience level or an assignment that appears tobe a reasonable opportunity for growth. All volunteers Level 2 and above will receive aPosition Description. It is the responsibility of the Program Director in collaboration withthe Coordinator of Volunteer Services to develop an accurate, objective and realisticwritten position description. Each of the position qualifications should be set at thebaseline necessary to do the job satisfactorily. Each written Position Description shouldinclude:

TitleAssign a brief name to each position.

Importance of the Position to Catholic CharitiesState the specific importance the volunteer position is to the Catholic Charities program theyare involved with.

Responsible toBoundaries are clearer when we indicate in advance to whom the volunteer will be directlyaccountable. This may be a staff member, the chairperson of a committee, or a coordinatingvolunteer. To ensure clear communications and accountability it should be one person and not agroup or entire staff.

Definition of ResponsibilitiesUse short sentences listing major responsibilities to be performed. Begin each sentence with anaction verb. Focus on the responsibilities of the volunteer not the overall goals of the program.Example: Attend meetings is not as helpful as to say Actively participate in meetings.

Length of CommitmentEvery position should have an end point at which both Catholic Charities and the volunteer canreconsider the commitment. Commitments that go on and on can lead to resentment andburnout.

Time RequiredThis should be an honest estimate of the minimum amount of time needed.

QualificationsList the minimum qualifications required to fulfill the responsibilities of the position.

Training ProvidedList training required and/or provided. Include workshops, reading materials, one-on-one withstaff, etc.

EvaluationYou are indicating here that it will be done and when.

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To maintain consistency and uniformity, all position descriptions should be developedusing the same format.

Maintaining confidentiality is mandatory in Catholic Charities volunteer positions Level 2or above. All position descriptions will be accompanied by the Confidentiality and

Conflict of Interest Agreement.

Sample Volunteer Position Description

Title Tutor

Importance of the Job to the Organization's Purpose

All residents must be enrolled in a public or private educational institution or make arrangements to

get their GED. Tutors will help them fulfill this important requirement.

Responsible to Volunteer Supervisor, Casa Linda Lodge

Definition of Duties Assist residents in practice of reading, writing, and math skills

Provide supportive assistance to residents (pregnant and/or parenting teens)

Encourage residents on their path to high school graduation or obtaining their GED

Support residents learning English as a second language

Maintain appropriate record of volunteer time served

Length of Commitment

9 months

Time Required

1 to 4 hours a week.Qualifications

Prior experience tutoring or teaching

Proficient knowledge of basic school subjects

Desire and ability to provide support and guidance to young women

Ability to converse in both English and Spanish preferred

Ability to work well in partnership or team environment

Commitment to regularly scheduled volunteer time

Must maintain confidentiality of participant related information

Must receive fingerprint clearance and pass a thorough background check

Willingness to comply with Catholic Charities values and ethical standards

Training Provided

On the job orientation

Welcome to Catholic Charities what it means to be a Catholic Charities volunteer

Evaluation

Initially after 3 months. Annually thereafter.

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INTERVIEWING PROSPECTIVE VOLUNTEERS

Volunteers are to be interviewed prior to selection. Selection is made without regard torace, religion, gender, sexual orientation, creed, age, color, marital status, physical ormental disability, national origin, veteran status or status with regard to publicassistance. In addition, prospective volunteers are considered on the basis of theirability, availability, interests, and motivation. Prospective volunteers may be interviewedby the Coordinator of Volunteer Services and/or thesupervisor that will oversee thevolunteers work.

Interviewing

An interview is a conversation with a purpose. We are suggesting two differentinterviews: an Initial Interview and a Placement Interview.

Initial or Encounter Interview A prospective volunteer is interviewed to hear

motivations, interest, hopes, skills, passions in order to make a match with ameaningful form of service. The interviewer should try to learn about schedulingpossibilities, availability for time of service, clarify mutual expectations, andestablish a relationship of trust.

Placement Interview A placement decision may emerge from this initial interview

or a prospective volunteer may be referred to a specific program so that asupervisor may assess the strengths and qualifications that s/he brings to aposition.

Post-InterviewingA welcome letter should be generated for successful candidates, and a Volunteer File isto be maintained.

In the event that a placement is not immediately available for a volunteer, an interviewermay offer a referral to another agency if appropriate. A postcard should be sent tounplaced candidates, thanking them for their interest and time.

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RECRUITING VOLUNTEERS


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Guiding Questions for Interviews

Initial Interview

Make sure to ask open ended questions that cannot be answered with a simple yes orno. This should encourage a more reflective response.

Tell me something about yourself.

What do other people say you are good at?

What are some of your interests and hobbies?

Tell a little something about the types of people you enjoy working with.

What kinds of learning experiences would you really value?

Do you prefer working alone, or with one or two other people, or with a team?

Describe a time when you felt the most joy from what you were doing.

What types of things do you really dislike doing? What activity or achievement in your life has brought you the greatest joy?

If there was absolutely no fear of failure what would you most like to try doing?

Placement InterviewIn this interview you are listening in detail to the other persons story and experiences.You not only will want to make placement decisions based on the volunteers likes,dislikes, skills and abilities, but on their behaviors also.

What skills do you believe you bring to this program?

What are some of the things you hope to gain from your involvement?

What hesitation or reservations, if any, do you have about this program?

Describe one or two of the most and least satisfying volunteer positions in which

you have been involved.

This position description requires that one be able to...Can you think of anything

that might prevent you from being able to meet that requirement?

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PROCEDURE FOR CONDUCTING BACKGROUND CHECKS

Level 1Not necessary

Level 2Volunteers will mark the criminal conviction statement portion of the application. Usingthe information provided in the application, a Seven Site Background Check will beadministered at the Catholic Charities Administrative Service Center. Results of thebackground check will be sent from the ASC to the Program Director/VolunteerCoordinator for them to maintain a copy for their onsite files.

Level 3In addition to the Seven Site Background Check explained above, applicants wishing toenter Level 3 volunteer opportunities must receive fingerprint clearance. Fingerprintingcan be done on site if available or call the Catholic Charities Coordinator of VolunteerServices for information on where to have it done. The fingerprint clearance will be sentto the Program Director in order to determine if a volunteer opportunity will be offered tothe applicant.

Responding to Background ChecksThe Program Director, the Catholic Charities Coordinator of Volunteer Services, and, ifnecessary, the Catholic Charities Human Resources Department will discuss the resultsof background checks to determine if the applicant is eligible for service. Thisdetermination will be formed on a case-by-case basis depending upon numerousfactors including, but not limited to: the nature and severity of the crime, how recent theconviction was, and the particulars of the position for which one is being considered.(For example, those with access to vulnerable clients must be screened for crimes ofviolence or assault - including child abuse findings resulting from criminal or civilproceedings.) Acknowledgment of a criminal conviction will not automatically disqualifya volunteer from serving; however, submitting false or incomplete information may begrounds for disqualification, and/or, if false information is discovered after beginningvolunteer service, termination of services may occur. Catholic Charities may provide awaiver to applicants with criminal convictions if desired.

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ORIENTING VOLUNTEERS

Our goal will be to foster meaningful and rewarding experiences for the volunteer fromthe moment they begin with us until the end of their service. All volunteers shouldreceive an initial orientation. Orientation generally refers to training that occurs beforevolunteers assume their positions. The purposes are to familiarize volunteers withCatholic Charities, the specific program they will be working in, and their volunteerposition in the larger picture of Catholic Charities. Orientation thus provides backgroundinformation and helps the volunteer feel comfortable.

The following is a guide for orientation of new volunteers.

1. Get Ready to Orient the New Volunteer

Have a current list of duties and responsibilities on hand

Have the work place, equipment and supplies ready

2. Welcome the Volunteer and Put Him/Her at Ease

Use a friendly approach

Indicate your work relationship to him/her

Discuss the volunteers interests

3. Explain the Work of the Program

Its organization and functions

Indicate his/her position

Explain to whom he/she reports

4. Explain the Layout and Available Facilities

Point out safety equipment

Use of telephone

Other practices and procedures, i.e. smoking

5. Instruct the Volunteer in His/Her Duties or Assign a Qualified Instructor

Discuss duties and responsibilities of the position

Stress the quality that Catholic Charities wants all of its work done

Indicate availability of help when needed

Provide learning aids: samples of work, forms, previous manuals, etc.

Explain use and care of tools, equipment, computers as required

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MANAGING VOLUNTEERS


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Stress importance of safe work habits

Stress security and/or confidential aspects of assignments

6. Show Power Point about Volunteering with Catholic Charities Explain the importance of the work being done by Catholic Charities

Stress the pride of being a part of the Catholic Charities team

7. Discuss Volunteer Handbook & Ethics Handbook

Explain Catholic Charities Policies & Procedures

Discuss the ethical standards expected from volunteers

Receive signed receipts of possession/understanding of both documents

8. Follow-Up

Check progress often during the first few days Encourage questions and answer them fully

Mark corrections tactfully as necessary

Give encouragement

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TRAINING VOLUNTEERS

All volunteers serving with Catholic Charities will receive training for their tasks so thatthey can go about these tasks with confidence and work effectively. Training caninvolve that which is specifically directed to successfully carry out the designated tasksin the volunteers position description and the mandated training required to work withthe different Catholic Charities programs.

A volunteers time is just as important as paid staff we should be cautious not to wasteit. Always design and offer high quality training that is clearly focused and presented.

Poor training experiences will produce disgruntled volunteers, leading to diminishedparticipation in the future.

Training Checklist

Find Out What They Know

Dont assume

Dont waste time telling them things they already know

Communicate the Task

Give enough detail for understanding but leave room for creativity if possible Explain why this task is important

Illustrate or Demonstrate (Ill do it, you watch)

Adults retain more when they see and hear

Discuss for Clarity (Well do it together)

Encourage questions

Have instructions repeated back to you

Observe Progress (You do it, Ill watch) Establish checkpoints

Check for pitfalls

Follow-Up (You do it by yourself)

Be there for them but hands off

Praise and Affirm

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SUPERVISING VOLUNTEERS

The relationship between the volunteer and his/her supervisor is critically important.Ongoing, regular supervision should not be confused with an annual evaluation. Unlikepaid staff, volunteers are not dependent upon Catholic Charities for pay, and thus arenot motivated by pay. They gain different benefits and most often volunteers work fullor part time jobs. Therefore, it is helpful to find out why volunteers are donating theirtime to your program. In other words, what is theirmotivation?

A chance to make a difference

A chance to use a skill or talent

An opportunity to develop professional experience or contacts

A way to express a religious faith

An avenue to a more balanced life

An opportunity to give something back

An opportunity to meet new people

An opportunity for personal growth and self-esteem

Volunteers need to feel they are a vital part of Catholic Charities. People join a group

and volunteer their time to contribute something. If they have a part in the actualimplementation of the jobs that need to be done, they feel their contribution isworthwhile. Delegation allows more contribution to the whole. Proper delegation is keyto supervising volunteers.

Levels of delegation

Level 1 Look into the task Report all the facts to me; Ill decide what to do.

Level 2Look into the task Let me know alternative action, include pros and cons

of each, and recommend one for my approval.

Level 3 Look into the task Let me know what you intend to do; dont take actionuntil I approve.

Level 4 Look into the task Let me know what you intend to do; do it unless I sayno.

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Level 5 Take action Let me know what you did.

Level 6 Take action No further contact with me is required.

RECOGNIZING VOLUNTEERS

The time and effort put forth by volunteers are often taken for granted. Worse yet, theyare unrecognized, unthanked, and unsupported. They deserve our recognition and ourgratitude. Catholic Charities hopes to make the volunteer opportunity both fun andrewarding, and to offer appropriate incentives, plaques, honor awards, pins, praise,parties, certificates, etc. Every program utilizing the services of volunteers will havesome type of recognition of their work. It is important to remember that recognition is notso much something you do as much as it is something you are. It is sensitivity to others

as persons; it is not a strategy for discharging obligations. There can and should bediversity in its implementation. Below are some possibilities. The duplications of 1 and49 are for emphasis. The blank is for the beginning of your own list.

1. Smile2. Put up a volunteer suggestion box3. Treat to a soda4. Ask for a report5. Send a birthday card6. Maintain a coffee bar7. Annual ceremonial occasions8. Invite to a staff meeting9. Recognize personal needs and

problems10. Accommodate personal needs and

problems11. Be pleasant12. Honor their time13. Respect their wishes14. Keep challenging them15. Greet by name16. Help develop self-confidence17. Award plaques18. Give additional responsibility19. Afford participation in team planning20. Respect sensitivities

21. Enable to grow on job22. Create pleasant surroundings23. Welcome to staff coffee breaks24. Enlist to train other volunteers25. Take time to talk26. Recommend to prospective

employer

27. Offer advocacy roles28. Utilize as consultants29. Write thank you notes30. Surprise with coffee and cake31. Nominate for volunteer awards32. Praise them to their friends33. Plan staff and volunteer social events34. Accept their individuality35. Send letter of appreciation toemployer36. Training37. Attend sporting events38. Have a picnic39. Say thank you40. Be familiar with their assignments41. Adequately orient42. Honor their preferences43. Have a public reception44. Instigate a client-planned surprise45. Say we missed you46. Tell them how important they are tothe agency

47. Send thank you cards to their familyfor the time they are missing with them48. Ask for their opinions49. Smile50. ______________________________

_

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Summary of Good RecognitionThe most valuable recognition we can give our volunteers is variedeveryday support. Parties, banquets, certificates, plaques, etc. areuseful methods only when they supplement ongoing personal means ofsupport of our volunteers work.

Place the right person in the

right job

Recognition is personally

tailored

Good recognition can be very

powerful

Be spontaneous and

sincere

Be creative

Be timely about the

recognition

EVALUATING VOLUNTEERS

Evaluations should be looked at as a positive exercise finding the

value of the service performed by the volunteer. If the volunteer hasbeen properly supervised there should not be any big surprises at theevaluation. A yearly evaluation is a necessary step for ALL volunteers.

Benefits of Evaluation

Opportunity for volunteer and supervisor to review period of

service, joys and frustrations

Measure goal attainment

Determine if position is right for the person

Areas where training or more assistance is needed

Opportunity to affirm the volunteers service and if necessaryoffer an opportunity to end the relationship

Evaluation Process

All Level 2 and 3 volunteers should have a written evaluation.

Have both the volunteer and his/her supervisor fill out respective

evaluation forms prior to sitting down for the formal evaluation.

With the filled out forms and the position description in hand,

discuss the appraisal of the time of service. This should be amutual, non-confrontational, friendly discussion.

A decision should be made here because:

1. The volunteer wishes to recommit in the same position2. The volunteer wishes to take on new opportunities with

Catholic Charities3. The volunteer wishes to end her/his service with Catholic

Charities

At the end, always thank the volunteer for their valuable effort

and service

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Evaluation of Volunteer Performance bySupervisor

Volunteer: _______________________________ Supervisor:

_________________________

Period of time to be evaluated, from: ____________________ to:

_______________________

Is volunteer actually doing what her/his position description indicates?______________________________________________________________

______________________________________________________________

______________________________________________________________

__________________________________________

How does the volunteer seem to feel about her/his work?______________________________________________________________

______________________________________________________________

______________________________________________________________

__________________________________________

Are her/his gifts, training, and abilities suited to the work s/he is doing?Explain.

______________________________________________________________

______________________________________________________________

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______________________________________________________________

__________________________________________

The accomplishments of the volunteer this past year were______________________________________________________________

____________________________________________________________________________________________________________________________

__________________________________________

Areas in which I would like to see changes or improvements are______________________________________________________________

______________________________________________________________

______________________________________________________________

__________________________________________

Additional comments

______________________________________________________________

______________________________________________________________

______________________________________________________________

__________________________________________

_________________________________________________________________________

Volunteers Signature Supervisors Signature

_________________________________________________________________________

Date Date

Evaluation of Experience by Volunteer

Name: ________________________________ Position:

___________________________

Todays date: ____________________ Position held from: ___________ to:

_______________

Am I actually doing what my position description states?______________________________________________________________

______________

How do I feel about the work I am doing? Why?

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______________________________________________________________

______________

Do my skills, training and abilities seem to contribute effectively to the goals of

my job?

______________________________________________________________

______________

This job has been satisfying for me because

______________________________________________________________

_____________

The major frustrations in this position have been

______________________________________________________________

______________

I felt supported in this position in the following ways

______________________________________________________________

______________

Areas in which I hope to improve next year include

______________________________________________________________

______________

Things I wish I would be given as opportunity to learn

______________________________________________________________

______________

Additional comments

______________________________________________________________

______________________________________________________________

____________________________

Please rate the following as it enabled you to do this job effectively andfaithfully by checking the box.

Very GoodAverage PoorThe way in which the position was explained before I began The training I received for doing the job The support I received from the staff The sense of importance Catholic Charities places on this work

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What I would like to do in the next 12 months:

Continue in the same position Be considered for the following position:

_________________________________________

Take time off

DISMISSING VOLUNTEERS

Although firing or removing a volunteer is not a desirable task, it can bedone, and indeed must be done. All of us are devalued when thebehavior or performance of another person, even a well-meaningvolunteer, is allowed to continue unchecked and unaddressed. For thegood of Catholic Charities, the morale of all the workers, and mostimportantly the clients we serve, problems must be addressed.

What leads to volunteer dismissal?Generally dismissal will be in response to either performance problemsor conduct problems. Performance problems generally relate to thequality of work, the quantity of work, the timeliness of the workperformed, or the rate of improvement on a given work-related task.Conduct problems relate to behaviors such as the dependability,honesty, sobriety, etc. of the volunteer. Effective supervision shouldspot and address shortfalls before they grow into problems.

Reasons for Dismissing a VolunteerSome of these can be handled through disciplinary action

Failure to adequately carry out job functions or responsibilities

Misuse of property or funds belonging to Catholic Charities

Tardiness or excessive absences

Uncooperative attitude

Behavior that causes staff divisions, suspicion, or

misunderstanding

Serious infractions which are not negotiable include, but are not limitedto:

Conduct contrary or harmful to the character of Catholic Charities

Breaching confidentiality of a client

Providing phone numbers or addresses of staff or volunteers

Use of or being in possession of illegal drugs or alcohol while on

duty

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Inappropriate relations with Catholic Charities staff or clients

Flagrant or scandalous misconduct

Disciplinary ProcessTo be used if immediate dismissal is not required:

1. Give a verbal warning2. Discuss the serious nature of the problem and indicate thebehavior is grounds for transitioning out of Catholic Charities3. Put a warning in writing and develop a plan of improvement4. Have the agreement signed by the volunteer and the supervisor

Dismissal GuidelinesTo be used when either the Disciplinary Process has not worked orimmediate removal is required:

1. Schedule a meeting with the volunteer in a private setting.2. Be prepared, possibly script your comments and stay on task.3. Have a third person with you.4. State the reasons for the termination and present in writing. Makesure s/he understands.5. Focus on the performance and avoid any personal issues or valuecomments.6. Secure any keys, passes, name tags, or other work-related items.

7. Document the meeting. Have your witness sign the report.8. Do not provide a positive letter of reference for the fired volunteer.

Dismissing volunteers is equal to telling people that their gift ofthemselves made to Catholic Charities is not sufficient. It should alwaysbe done with great care, consideration, and with the facts known to allindividuals involved.

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Supervisors Guidefor the

Management of

Volunteers

APPENDICESAll forms can be found on the Share Point

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App # TitlePage

1 Confidentiality & Conflict of Interest Agreement ..262 Consumer and/or Investigative Report ..283 References Check Form ..294 Sample Welcome Letter 315 Driving Policies ..326 Receipt of Volunteer Handbook ..34

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CONFIDENTIALITY & CONFLICT OFINTEREST

1. Volunteers must acknowledge that in the course of providing serviceswith Catholic Charities, they will be entrusted with confidentialinformation, the disclosure of which could be detrimental to the bestinterests of Catholic Charities and its clients and that the right tomaintain all of such confidential information constitutes a proprietary

right which Catholic Charities is entitled to protect.

2. The duty with respect to preserving the confidentiality of CatholicCharities information extends beyond and continues after thevolunteers commitment with Catholic Charities ends.

3. Volunteers must maintain the confidentiality of Catholic Charitiesinformation and must:

(a) exercise discretion in the disclosure of confidential information (whichinformation, written or oral shall be accessible only to those authorized toreceive it);

(b) not disclose any confidential information pertaining to Catholic Charitiesto any person, business or organization or use it for any purpose other thanthat required in fulfilling their official duties;

(c) not disclose directly or indirectly to any person, business or organizationthe private affairs of Catholic Charities or any information concerning theaffairs of Catholic Charities which they may have acquired in the course of,or incidental to, fulfilling their volunteer duties, whether for their personalbenefit or to the detriment of Catholic Charities;

(d) not disclose the name or address of any client, employee, list ofsuppliers, plans, studies or information received pursuant to the fulfillment oftheir duties;

(e) not disclose any information concerning Catholic Charities which couldadversely affect the image or reputation of Catholic Charities;

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(f) not permit any person whatsoever to examine or make copies of anyreports or any Catholic Charities documents, except as is necessary incarrying out their official duties;

(g) not place themselves in a position of obligation to persons who mightbenefit or appear to benefit from disclosure of confidential information;

(h) not benefit or appear to benefit from the use of information not generallyavailable to the public and which was acquired during their duties to CatholicCharities.

4. At the conclusion of their service, volunteers must return all CatholicCharities documents, papers and other matters in their possession orcontrol that relate to Catholic Charities.

1. Each volunteer has a duty and is required to disclose to the RegionalDirector or his/her supervisor, as appropriate, any personal, business,commercial or financial interest where such interest might be construedas being in real, potential or apparent conflict with his/her volunteerduties or with the business and affairs of Catholic Charities.

2. A volunteer who has a material interest in or with any company orperson who is a party to a contract or proposed contract with CatholicCharities shall disclose in writing the nature and extent of such interest.

3. A volunteer shall not vote on or participate in any discussion on aresolution to approve a contract in which s/he has an interest.

4. In addition, volunteers, in the performance of their duties, must:

(a) ensure that their actions do not commit Catholic Charities to financial orother liability and ensure that all commitments requiring approval are enteredinto in accordance with the Catholic Charities by-laws, policies andregulations, including all appropriate consultations and approvals;

(b) not place themselves in a position of obligation to persons who mightbenefit or appear to benefit from special consideration with respect to the

business of Catholic Charities;

(c) not have a pecuniary interest that would conflict with the discharge of theduties owed to Catholic Charities.

5. Persons who fail to comply with this policy will be subject to suchappropriate measures as may be determined by Catholic Charities,including termination of the volunteer opportunity.

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CONFLICT OF INTEREST


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I have received, read, and fully understand the Catholic CharitiesConfidentiality & Conflict of Interest Policy and agree to abide by itsterms.

__________________________ ________________________________________

Name (please print) SignatureDate

AUTHORIZATION AND RELEASE FOR THE PROCUREMENT OFA CONSUMER AND/OR INVESTIGATIVE REPORT

Catholic Charities Community Services (the Company) will procure a consumer report and/orinvestigative consumer report on you in connection with your volunteer application. Thesebackground reports may be obtained at any time after receipt of your authorization and, if youare engaged by the Company, throughout your service period.

Intelius Screening solutions LLC, a consumer reporting agency, will obtain the report for theCompany. Intelius Screening Solutions is located at 19800 North Creek Parkway, Suite 200,Bothell, WA 98011, and can be reached at (866) 338-6739.

The report may contain information bearing on your character, general reputation, personalcharacteristics, mode of living and credit standing. The types of information that may beobtained include, but are not limited to: social security number verification, criminal recordschecks, public court records checks, driving records checks, educational records checks,verification of employment positions held, personal and professional references checks, andlicensing and certification checks. The information contained in the report will be obtained fromprivate and/or public record sources, including sources identified by you in your application orthrough interviews or correspondence with your past or present coworkers, neighbors, friends,associates, current or former employers, educational institutions or other acquaintances.

I have carefully read and understand this disclosure and authorization form. I have had theopportunity to review my rights. By my signature below, I consent to the preparation ofbackground reports by Intelius Screening Solutions LLC, and to the release of such reports tothe Company and its designated representatives for the purpose of assisting the Company in

making a determination as to my eligibility to volunteer.

I understand that, to the extent allowed by law, information contained in my volunteerapplication or otherwise disclosed to the Company by me before or during my service, if any,may be utilized for the purpose of obtaining such consumer reports and /or investigativeconsumer reports about me.

I hereby authorize law enforcement agencies, learning institutions (including public and privateschools and universities), information service bureaus, credit bureaus, record/data repositories ,courts (federal/state/local), motor vehicle record agencies, my past or present employers, the

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CONFLICT OF INTEREST


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military, and other individuals or sources to furnish any and all information on me that isrequested by the consumer reporting agency.

By my signature (including electronic) below, I certify the information provided on and inconnection with this form is true, accurate, and complete. I agree that this form in original,faxed, photocopied or electronic form will be valid for any background reports that may berequested by or on behalf of the Company.

Printed Name:________________________________________________________________

First Middle Last

Signature: ________________________________________ Date:______________________

Social Security #: _________________________ Daytime Telephone #:__________________

Drivers License #: ________________________ State Issued:_________________________

Date of Birth*: ____________________________ Gender*:____________________________

*This information is voluntary. However, without this information, we will be unable toproperly identify you in the event we find adverse information during the course of ourbackground search.

VOLUNTEER REFERENCE CHECK FORM

Name of volunteer candidate:

______________________________________________

Name of reference: ____________________________ Phone #:

_____________________Type of reference: Personal Work

If work reference,name of organization/company:

________________________________________________

title/ position of person providing information:______________________________________

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REFERENCE # 1


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Please verify the following information that applies to the volunteer applicant.

Position held:

______________________________________________________________

__

Dates of employment or volunteer service:

_________________________________________

Quality of work or service performed:

______________________________________________

Job knowledge:

______________________________________________________________

_

Initiative:

______________________________________________________________

______

Cooperation:

______________________________________________________________

___

Attendance:

______________________________________________________________

____

Ask if there are any additional comments s/he would like to make:____________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Ask if s/he would rehire or bring this person back. (If not, why not.)________________________________________________________________________________________________________________________________________________________


_____________________

Type of reference: Personal Work

If work reference,

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REFERENCE # 2


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name of organization/company:

________________________________________________



Position held:

______________________________________________________________

__


_________________________________________


______________________________________________

Job knowledge:

______________________________________________________________

_

Initiative:

______________________________________________________________

______

Cooperation:

______________________________________________________________

___

Attendance:______________________________________________________________

____

Ask if there are any additional comments s/he would like to make:____________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Ask if s/he would rehire or bring this person back. (If not, why not.)______________________________________________________________

__________________________________________________________________________________________


_____________________

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REFERENCE # 3


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Type of reference: Personal Work

If work reference,name of organization/company:

________________________________________________



Position held:

______________________________________________________________

__


_________________________________________


______________________________________________

Job knowledge:

______________________________________________________________

_

Initiative:

______________________________________________________________

______

Cooperation:

______________________________________________________________

___

Attendance:

______________________________________________________________

____

Ask if there are any additional comments s/he would like to make:__________________________________________________________________________________________________________________________________________________________________________________________

__________________________________________

Ask if s/he would rehire or bring this person back. (If not, why not.)________________________________________________________________________________________________________________________________________________________

October 1, 2009

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Ms. Jane Doe123 Anywhere St. SAMPLE WELCOME

LETTER

Phoenix, AZ 85111

Dear Ms. Doe:

It is with pleasure that I welcome you as a regularly scheduled volunteerto the staff of (Insert Agency Name), reporting to (Insert Manager orSupervisors name.) The following is a summary of certain aspects ofyour voluntary service.

Your volunteer service as a (insert position title) is effective (insertdate.) Please be aware that while providing services on behalf of

Catholic Charities (within the scope of your duties) you are protected bya General Liability Insurance policy.

As a regularly scheduled volunteer, you will be provided with a jobdescription which defines your duties and responsibilities. Other termsand conditions of service will be covered in your orientation. If at anytime you have any questions or issues please feel free to speak directlywith your supervisor or myself.

We are pleased you have joined our staff, and we welcome you to ouragency!

Sincerely,

Program Director

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VOLUNTEER DRIVING POLICIES

If the volunteer position that you are applying for requires driving (either a Catholic

Charities vehicle or your own vehicle) as an essential function of the work, the

following criteria must be met:1. You must be 21 years of age or older to drive on behalf of Catholic Charities (25

years or older if driving minors).

2. You must have a valid, non-provisionary, Arizona drivers license of the properclassification (an Operators License or a Commercial License).

3. You must have proof of current Arizona automobile insurance (state required

minimum).

4. You must have proof of current Arizona vehicle registration.

5. You must agree to allow Catholic Charities to obtain a copy of your Motor

Vehicle Record upon placement and at any time during your service.

6. You must have a good driving record as determined within the discretion of

Catholic Charities.

7. You must be physically and mentally capable of safe operation of a motor vehicle.

(If you are disabled and/or require assistive devices to operate a motor vehicle,

Catholic Charities will consider any reasonable accommodations needed to

allow you to perform the job.)

Catholic Charities recommends that you notify your insurance company that you useyour personal vehicle for volunteer-related business. Please note that as a volunteer

driving your vehicle on behalf of Catholic Charities, your insurance is primary. Please

consult with your insurance agent. Catholic Charities has liability protection should a

claim exceed the limits of your policy.

Individuals with any of the following on their Motor Vehicle Record within the past

five years may not be assigned driving duties and will not be considered for any

position for which driving is required, unless an exception is approved by the Chief

Executive Officer:1. Operating a vehicle without a license.

2. Driving under the influence of alcohol or drugs.

3. Hit and run.

4. Failure to report an accident.

5. Negligent homicide arising out of the use of a motor vehicle.6. Operating a vehicle during a period of license suspension or revocation.

7. Using a motor vehicle for the commission of a felony.

8. Permitting an unlicensed person to drive.

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9. Reckless driving.

10. Speed contest.

11. Any combination of citations, violations, and/or accidents that are determined to

be a risk by

Catholic Charities.

DRIVER INFORMATION SHEET

Name: _________________________________________ Date of Birth:

__________________

Address:

____________________________________________________________________

Phone Number:

_______________________________________________________________

Drivers License #: ________________________________ Date of Expiration:

______________

Name of Owner: ___________________________ Model of Vehicle:

_____________________

Address of Owner:

_____________________________________________________________ Make of

Vehicle: ___________________________ Year of Vehicle:

______________________

License Plate #: ___________________________ Date of Expiration:

____________________

If more than one vehicle is to be used, the above information must be provided for each

vehicle.

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Driver Information

Vehicle Information

Insurance Information


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When using a privately owned vehicle, the insurance coverage is the limit of the

insurance policy covering that specific vehicle.

Insurance Company: _______________________ Policy #:

____________________________

Date of Policy Expiration: ____________________ Liability Limits of Policy*:_______________

*Please note: The minimal acceptable limits for privately owned vehicles is equal to the AZState requirements of $15,000/$30,000. Catholic Charities recommends $100,000/$300,000.

In order to provide for the safety of our clients and employees we ask that each driver

list all accidents or moving violations they have had in the past five years:

_____________________________________________________________________

_______

_____________________________________________________________________

_______

Please be aware that your insurance is primary. Catholic Charities insurance is secondary.

By signing below, you are certifying that the information given on this form is true and correct

to the best of your knowledge. Also, you are attesting to the fact that you meet the criteria

listed in the Driving Policies and that you have not been convicted of any of the listed offenses

within the past five years. You agree to notify HR in writing of any future violations or changes

in information, and you understand that failure to adhere to these agreements may result in

immediate termination.

_______________________________________

________________________________Signature Date

ACKNOWLEDGMENT & RECEIPT OFCATHOLIC CHARITIES VOLUNTEER

HANDBOOK

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Certification


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I have received a copy of the Catholic Charities Volunteer Handbookwhich includes an explanation of the Catholic Charities values, code ofethics, and principle policies. I have also been provided access to theCatholic Charities Corporate Policies and Procedures.

In my role as a Catholic Charities volunteer, I understand and agree touphold the Catholic Charities values the CCUSA Code of Ethics the Catholic Charities Policies

and will notify my supervisor if/when issues arise which I believe his/herguidance is needed.

____________________________________________________________________Volunteer Name (First) (Middle)

(Last)

________________________________________________________________

Volunteer Signature Date

ACKNOWLEDGEMENT & AGREEMENT

Supervisors Guide for the Management of Volunteers Phoenix

Documents

Transcript of Supervisors Guide for the Management of Volunteers Phoenix