of Columbia

Volunteer Handbook: For Drivers, Packers, & Office Help

Delivering meals to senior residents of Columbia, Missouri for over 40 years.

(573) 886-7554 800 Hospital Drive

Columbia, MO 65201 mowheels@gmail.com

www.mealsonwheelscolumbia.org

MEALS ON WHEELS of Columbia

 

 

Welcome!  This  handbook  was  prepared  to  answer  any  questions  you  have  as  you  begin  

volunteering  for  Meals  on  Wheels.  You  may  want  to  

carry  it  with  you  the  first  few  times  you  deliver  meals.  

If  you  have  any  questions  not  covered  in  this  

handbook,  please  feel  free  to  ask.    

You,  the  volunteer,  are  a  vital  link  in  a  high  

quality  home-‐delivered  meal  system.  Soon  you  will  

discover  many  of  the  clients  look  forward  to  your  visit  

as  much  as  they  do  to  receiving  the  hot  meal.  As  your  

visit  may  be  the  only  human  contact  the  client  has  that  

day,  relatives  and  concerned  friends  of  the  clients  will  

have  peace  of  mind  knowing  you  are  checking  on  the  

well-‐being  of  their  loved  one.  On  behalf  of  the  Meals  on  

Wheels  Board  of  Directors  and  Staff,  I  thank  you  for  

expressing  your  commitment  to  help  others  by  

becoming  a  volunteer  for  Meals  on  Wheels.  You  make  a  

difference!  

 Jo Netta Weaver Executive  Director  

BOARD OF DIRECTORS:      Kelly Mescher President Mark Mills Vice President Paulette Anderson Secretary John Weaver Treasurer Margie Bramon Geoffrey Karr Barb Melson Lynn Mitchell Richard Ramsey Michelle Smith Ray Troy (student) Brandi Wallace-Million Josie Zimmermann Advisory Board: Sharon Lynch Doug Crews Ex Officio Members: Mary Whaley JoNetta Weaver Executive Director 800 Hospital Drive Columbia, MO 65201 Karen Carter Office Manager 573-886-7554 573-814-6363 FAX mowheels@gmail.com www.mealsonwheelscolumbia.org A non-profit agency funded by client fees, local individuals/organizations, and the City of Columbia.

 

Mission  

Meals  on  Wheels  of  Columbia  is  dedicated  and  passionate    

about  providing  hot,  nutritious  meals  to  those  in  need.  

 History  

  In  1972,  Meals  on  Wheels  of  Columbia,  Inc.,  was  founded  by  six  volunteers  

who  recognized  a  community  need  for  home  delivered  meals.  The  original  Meals  

on  Wheels  site  began  operations  on  November  6,  1972,  serving  14  clients.    

  In  1977,  the  rapid  growth  of  the  program  necessitated  a  move  to  Calvary  

Baptist  Church,  where  over  150  meals  were  prepared  each  day.  In  1981,  the  sack  

supper  program  was  added  to  the  services.    

  In  February  1996,  a  move  was  made  to  Advent  Enterprises.  Better  kitchen  

facilities  and  the  opportunity  to  serve  Advent  clients  made  this  an  attractive  move.  

  October  3,  1998  found  us  moving  again.  This  time  we  moved  to  the  

Veterans  Hospital  at  800  Hospital  Drive,  our  current  location.  The  employees  at  

the  VA  prepare  the  meals  and  we  purchase  the  meals  for  our  clients.  We  pay  rent  

for  our  offices  and  parking  spaces.      

  The  ability  of  Meals  on  wheels  to  successfully  provide  high  quality  services  

is  based  on  three  strengths:  

  Dedicated  Volunteers:  Over  160  persons  are  listed  as  volunteers.  It  

requires  95  drivers  and  packers  each  week  to  deliver  the  meals.    

  Dedicated  Staff:  Two  paid  staff  members  work  closely  as  a  team  to  ensure  

a  smooth  running  agency.  Karen  Super  Carter,  our  Office  Manager,  started  in  June  

1990,  while  JoNetta  Weaver  became  our  Executive  Director  in  October  2012.    

  Dedicated  Board  of  Directors:  The  15  member  volunteer  board  has  47  

years  of  experience  with  the  Meals  on  Wheels  organization.  Their  professional  

knowledge  supporting  the  program  comes  from  areas  such  as  nutrition,  food  

service,  banking,  public  relations,  education,  insurance,  media,  law,  management,  

non-‐for-‐profit  organizations,  and  social  service.    

 

 

Agency  Fact  Sheet    

Services  Offered:  Home  delivered,  hot  noon  meal  plus  an  optional  cold  supper  are  delivered  by  volunteer  drivers  Monday  through  Friday  between  11:00  a.m.  and  

12:30  p.m.    Modified  diets  such  as  diabetic,  low  sodium,  and  mechanical  are  

available.    Short-‐term  (three-‐day  minimum)  and  long-‐term  service  is  offered.  

 

Eligibility  

• Live  in  the  city  of  Columbia  

• Eligibility  is  determined  by:    age,  disability,  recent  hospitalization,  or  illness  

• Financial  Assistance  is  available  based  on  the  Federal  Poverty  Level  and  

monthly  gross  income.      

 

Intake  Procedure:    Referrals  are  taken  by  phone  and  can  be  initiated  by  anyone:  (e.g.:  family,  friends,  health  professionals,  social  service  agencies,  and  even  

the  prospective  client).    Service  can  generally  begin  the  next  day  after  the  referral  

is  received.    An  in-‐home  visit  is  required  within  the  first  week  of  meals  being  

delivered.  

 

Area  Served:    City  of  Columbia    

 

Hours:    Office  Hours:    7:30  a.m.  to  3:30  p.m.    Monday  -‐  Friday  (answering  machine  other  times  at  886-‐7554)  

 

Cost:    Maximum  is  $5.10  per  meal                  A  sliding  fee  scale,  based  on  client’s  monthly  income  allows  most  (80%)  clients  to  

qualify  for  a  reduced  rate.  

   

       

Volunteers      

“It is a joy to be able to deliver Meals on Wheels.

I consider the people I deliver to and the fellow drivers

to be very fulfilling in my life.” –OJ

“I may need meals one day and giving back is a way to

share my blessings.” –JS

“Such a pleasure to experience the smiles and thanks of

the diverse clients receiving meals.” –GG

 

 Confidentiality:  The  clients  that  Meals  on  Wheels  serves  have  the  right  to  privacy  and  confidentiality,  and  their  personal  information  should  always  be  

protected.  Just  like  professionals,  volunteers  have  a  special  obligation  to  maintain  

the  confidentiality  of  information  they  might  learn  from  a  client  and  to  protect  that  

person’s  privacy.    

The  only  time  it  is  appropriate  to  break  confidentiality  is  when:    

1. A  client  is  in  danger  or  putting  someone  else  in  danger.  

2. A  client  is  being  abused,  neglected,  or  exploited.    

3. A  court  of  law  orders  disclosure.    

We  understand  that  most  volunteers  will  likely  discuss  their  volunteer  activities  

with  friends,  family,  and  coworkers.  In  these  cases,  maintaining  the  client’s  

confidentiality  and  privacy  is  as  simple  as  not  sharing  the  person’s  name  or  details  

that  would  divulge  the  client’s  identity.  This  would  include  not  sharing  information  

or  pictures  on  social  media  sites  such  as  Facebook,  Twitter,  etc.    

 

Criminal  Background  Checks:  Meals  on  Wheels  is  committed  to  the  safety  of  our  organization,  our  clients  and  our  volunteers  from  claims  of  abuse,  

allegations  of  wrong-‐doing,  and  other  potential  risks  by  taking  the  preventive  

measure  of  implementing  a  background  screening  policy.  Volunteering  is  a  selfless  

act  of  kindness  and  the  objective  of  the  criminal  background  check  is  not  to  be  

interpreted  as  a  lack  of  trust  in  our  volunteers,  but  is  rather  a  precaution  taken  

allowing  MOW  to  use  the  resources  available  to  protect  all  involved  with  our  

organization.  Our  policy  is  to  screen  individuals  in  all  volunteer  capacities  for  

MOW.  During  training,  each  volunteer  will  complete  the  MOW  Disclosure  and  

receive  a  summary  of  rights  under  the  Fair  Credit  Reporting  Act.  If  a  check  is  clear,  

volunteers  can  be  fully  stated  into  the  program.  If  the  check  reveals  negative  

results,  the  volunteer  is  notified  by  mail  with  third  party  name,  address,  and  phone  

number  for  additional  information.    

 

Volunteer  Code  of  Conduct  1. Adhere  to  the  Meals  on  Wheels  volunteer  handbook.  

2. Be  dependable  for  volunteer  responsibilities.    

3. No  solicitation  to  buy  or  sell  anything  to  clients  or  staff.    

 

 

 

 

Regular  Routes  and  Substitutes  

• If  you  have  a  regular  route  and  need  to  be  gone,  a  calendar  is  posted  in  

the  gathering  room  for  you  to  sign  out.      

• If  you  have  a  regular  route  and  wake  up  sick  on  your  route  day,  please  

call  886-‐7554  before  9:00  so  we  can  get  you  a  substitute  driver.      

• LOA  -‐  If  you  need  to  be  absent  more  than  2  weeks  due  to  illness,  travel,  

job  change,  or  family  situation,  please  consider  a  Leave  of  Absence  

(LOA).    Another  driver  will  be  assigned  your  route  during  your  absence.    

If  you  are  able  to  return  after  the  situation  changes,  we  will  try  to  give  

you  a  route  on  a  day  you  are  available.    Your  regular  route  will  be  

assigned  to  someone  wishing  to  have  a  regular  route.      

• Drivers  wishing  to  stay  on  the  substitute  list  are  sent  an  email  on  

Thursdays  asking  for  drivers  for  the  next  two  weeks.    You  may  

volunteer  to  take  a  route  dependent  on  your  availability.      

 

 

Snow/Ice  Conditions  If  severe  snow/ice  conditions  necessitate  the  cancellation  of  meal  delivery,  

announcements  will  be  made  by  these  radio  and  TV  stations:  

  KFRU  Radio    -‐        1400  AM  

  KOMU  TV            -‐        Channel  8  

  KMIZ  TV              -‐          Channel  17  

The  announcement  will  say  “Meals  on  Wheels  of  Columbia  will  

not  be  delivering  today”.        CThe  MOW  website  and  Facebook  

will  also  indicate  if  we  are  not  delivering  meals.        

 

Blizzard  Bags  are  collected  by  Rock  Bridge  Elementary  School  families  and  given  to  

each  client  to  have  in  the  event  we  cannot  deliver  meals  due  to  snow/ice.      Bags  

contain  for  2-‐3  meals.      

     

Holidays  Meals  on  Wheels  observes  six  holidays.    There  are  no  meals  delivered:      

New  Years  Day       January  1  

Memorial  Day         Last  Monday  in  May  

Independence  Day       July  4  

Labor  Day         First  Monday  in  September  

Thanksgiving  Day       Fourth  Thursday  in  November  

Day  after  Thanksgiving     Friday  following  

Christmas  Day       December  25  

                           

Special  Days:  Panera  and  Wednesdays  

• Panera  has  given  us  leftovers  that  are  free  to  give  to  our  clients.    You  may  take  

anything  you  think  they  could  use  and  please,  take  for  yourselves  as  well.      

• Wednesdays  are  Bread  days.    Please  check  the  checklist  to  see  how  many  

loaves  of  white  and  wheat  bread  you  are  to  deliver  to  your  clients.    The  route  

sheet  will  tell  you  white  or  wheat.  

 

Parking:  Before  you  leave  today,  please  pick  up  a  pink  hang  tag  that  allows  you  to  park  in  one  of  the  10  designated  spots  for  MOW.    Please  always  park  in  one  of  

these  10  spots  so  your  vehicle  is  not  blocking  deliveries  or  traffic.        

Income  Tax  Deduction  for  Mileage:  If  you  itemize  your  federal  tax  return,  the  miles  driven  while  delivering  meals  can  be  treated  as  a  charitable  contribution.    

Keep  a  record  of  all  mileage  incurred  while  driving  your  route,  including  the  

mileage  driven  between  your  home  and  the  Meals  on  Wheels  office.    We  will  collect  

mileage  once  a  year  on  each  route  and  have  it  on  file.  

Before  You  Deliver  on  Your  Assigned  Day  1. When  you  arrive,  (between  10:30  and  11:15)  check  the  driver  assignment  

board  to  confirm  the  route  you  are  driving.  Note  any  special  instructions  by  

your  name  (take  cake,  cooler,  letter,  etc.)  

2. Sign  your  name  and  route  number  on  the  pink  driver  sign-‐up  sheet.  If  you  are  

driving  for  an  agency,  please  write  both  the  agency  and  your  name.  

3. While  waiting  for  your  carrier  to  be  filled,  check  your  route  and  visit  with  other  

drivers.      

4. Before  leaving,  check  your  carrier  to  be  sure  you  have  the  correct  number  

of  trays  and  sacks  as  shown  on  the  route  sheet.    Brown  sacks  accompany  

noon  meals  and  white  sacks  for  supper.    We  wouldn’t  want  you  to  arrive  at  

your  first  stop  and  realize  you  were  missing  some  meals!  If  you  do  not  have  all  

your  meals,  please  return  to  the  VA  hospital  to  get  the  meals  for  your  clients.      

 

While  You  Deliver  Meals    1. Keep  the  meal  carrier  as  level  as  possible  while  transporting  the  meals.    Please  

keep  inside  your  vehicle.    Trunks  and  pickup  beds  can  get  very  hot  or  cold.  

2. Leave  meals  in  the  carrier  until  you  arrive  at  the  client’s  home  to  maintain  

proper  meal  temperatures.                                                                                                                                                                                                                                                                                                

3. When  you  arrive  at  the  client’s  home,  follow  any  special  instructions  on  the  

route  sheet  and  knock  loudly  on  the  door.    Wait  a  reasonable  length  of  time.    If  

your  route  sheet  says  “Knock  &  Enter”,  you  may  open  the  door  and  announce  

yourself  before  entering.  Many  clients  walk  slowly  and  take  several  moments  

to  get  to  the  door.    If  the  client  does  not  answer  the  door  after  repeated  tries,  

see  the  next  page  in  the  handbook  titled,  “If  Client  Does  Not  Answer  The  Door”.  

4. Greet  the  client  by  name  in  a  friendly  and  cheerful  manner,  introduce  yourself  

and  tell  them  that  you  are  from  Meals  on  Wheels.    You  may  want  to  address  

them  by  their  last  name  until  they  let  you  know  otherwise.  If  the  client  appears  

to  need  assistance  due  to  poor  mobility,  poor  vision,  etc.,  you  may  want  to  offer  

to  carry  the  meal  to  the  table,  open  the  tray  or  the  milk.    Please  ask  before  

doing  so.  

5. Sometimes  clients  ask  drivers  to  do  little  things  like  bringing  the  mail  in  or  

reaching  for  a  box  on  a  high  shelf.    It  is  against  our  policy  to  give  rides  to  clients.      

6. Keep  your  eyes  open  and  let  us  know  of  any  concerns!    In  the  summer/winter  

does  the  clients’  home  feel  comfortable?    Does  the  client  appear  ill  or  confused?      

 

If  you  have  any  concerns,  report  them  when  you  return  to  the  VA  or  if  

immediate,  call  us  from  the  clients’  home.  

 

                       

 

 If  a  Client  Does  Not  Answer  the  Door     If  a  client  does  not  answer  the  door,  usually  there  is  a  simple  explanation.    The  most  common  reason  is  the  client  forgot  to  notify  the  office  they  would  be  

gone  from  home  over  the  noon  hour  (e.g.  medical  appointment  or  an  outing  with  

friends  or  family).  

1. Look  for  a  cooler  outside  the  door.    We  require  the  clients  to  provide  a  safe  

storage  container  (such  as  a  picnic  cooler)  before  we  agree  to  leave  the  meal  

outside  their  home.    Meals  may  be  left  outside  the  home  only  if  such  a  container  

is  provided.    WE  WILL  PROVIDE  COOLERS  FREE  OF  CHARGE  IF  NEEDED.    IF  

YOU  DISCOVER  A  MEAL  FROM  A  PREVIOUS  DAY  PLEASE  REMOVE  IT  AND  

LEAVE  NO  OTHER.    NOTIFY  US  IMMEDIATELY.    DO  NOT  LEAVE  MEALS  IN  THE  

DOOR/ON  THE  PORCH  OR  A  CHAIR!  

2. Call  the  client  using  the  number  on  the  route  sheet  to  see  if  they  are  home  but  

not  hearing  the  doorbell.        

3. Call  us  and  we  will  coach  you  to  other  possibilities.      

4. Leave  a  yellow  “Sorry  We  Missed  You”  hang  tag  on  the  door  knob.    Give  meal  to  

another  Meals  on  Wheels  client,  and  ask  them  if  they  would  like  a  free  meal.    

Write  a  note  on  the  route  sheet  about  the  situation,  and  notify  a  staff  member  

of  the  situation.      

5. If  you  do  enter  the  client’s  home  and  find  they  are  in  distress  or  have  fallen,  

determine  if  they  are  in  any  pain.    DO  NOT  attempt  to  move  the  client  if  you  

suspect  there  may  be  broken  bones  or  other  serious  injury.    Call  the  Meals  on  

Wheels  office  at  886-‐7554  to  immediately  report  the  situation  and  call  911.  

   

After  You  Deliver  Meals    1.    After  delivering  your  meals,  return  to  the  VA  Hospital  place  the  meal  carrier  on  

the  metal  racks  on  the  back  dock.  

2.    Please  remove  the  masking  tape  from  the  route  sheet.      

3.    Sign  your  route  sheet  and  leave  it  on  top  of  the  blue  accordion  file.        

4.    We  have  an  emergency  contact  for  each  client,  so  we  can  investigate  the  

problems/concerns  you  relay  to  us.    Our  clients'  welfare  is  important!  

5.    We  strive  to  provide  accurate,  easy-‐to-‐follow  directions  to  the  client’s  homes.    

We  would  appreciate  knowing  when  any  directions  are  incorrect  or  if  road  

conditions  necessitate  a  change  (e.g.  construction  detours,  missing  street  signs,  

the  directions  of  “left/right”  reversed,  etc.)  Your  input  may  prevent  the  next  

driver  from  being  lost.  

 

 

 

Important  Tips  to  Remember  When  Working  with  Seniors  1. Address  the  senior  with  appropriate  titles,  such  as  Miss,  Ms.,  Mrs.,  Mr.,  or  Dr.,  

until  the  senior  tells  you  how  they  prefer  to  be  addressed.    

2. Walk  and/or  work  with  the  senior  at  his/her  pace.  Match  your  pace  to  theirs  

with  the  understanding  that  older  people  may  not  be  able  to  keep  up  with  you.  

3. Speak  loud  enough  to  be  heard  and  directly  in  front  of  the  senior.  

Understanding  that  a  person’s  five  senses  deteriorate  as  they  age  or  can  be  

hard  of  hearing  and  require  gestures  or  a  written  message.    

4. Remember  that  you  bring  the  outside  world  to  a  person  who  is  homebound.  

Try  to  focus  on  the  positive  aspects  of  your  world.  When  discussing  current  

events,  let  the  senior  tell  you  what  they  see  or  hear  on  the  radio  or  television.  

5. Understand  that  seniors  may  be  grieving  a  number  of  losses.  Let  them  share  

their  feelings  about  giving  up  driving,  friends  entering  nursing  homes  or  

passing  away,  or  their  own  changing  health.    

 

 

Empathetic  Listening  Now  that  you  are  volunteering  with  a  senior,  listening  will  be  among  the  most  

important  skills  you  will  utilize.  Good  listening  skills  can  help  you  discover  

problems  in  the  senior’s  life  and  will  add  a  positive  dimension  to  the  relationship  

you  build.  Empathetic  listening  requires  attention  and  concentration  beyond  

sitting  in  the  same  room  with  someone  who  is  talking.