volunteer charity advisor handbook

Transcription

1 volunteer charity advisor handbook BOOK MATCH ADVICE Advice for small and local charities and community groups

2 Content About the FSI What we do at a glance Small and local chariteis and community groups The advice hub Could you be a volunteer advisor Volunteer charity advisor role description Volunteer policies

3 About the FSI Our Vision A World filled with independent, effective, accountable and sustainable small and local charities and community groups, with the belief, passion and capacity to achieve their objectives Our Mission To enable small and local charities and community groups to fulfil their potential Our Values Sense of the Possible: Be entrepreneurial, create our own opportunities that are consistent with the values and goals of the FSI Energetic: Be passionate, keep the cause at the centre of all we do, seeking always to do the right thing for small charities that enables them to improve society Excellence: Be best in class, use existing and emerging technologies to widen our reach whilst maintaining quality outcomes Persistent: Be consistent, do it right and don t stop doing it Respectful: Be collaborative, be a trusted partner to small charities, collaborating widely on all issues and through teaching also learn so that everyone benefits Empathetic: Be a trusted friend, be there to listen when a sympathetic ear is needed and be a critical friend when necessary. The principles and ways of working that underpin our values Respect and value our members by ensuring that all of our decisions and actions are based in a deep understanding of their needs Continuous,improvement, will ensure that we focus our development resources in areas that will have the greatest impact on our members Collaborative working with partners to increase the value of the support offered, recognising that we can achieve more by working together Lead by example, challenging ourselves to do better and challenge our members to do better also. Five Strategic Aims for the Small and Local and Community Group Sector We will deliver maximum access to services that facilitate members to thrive We will build skills and knowledge across the sector We will provide a collective voice to influence locally and nationally We will work collaboratively with others to champion our members and the wider sector We will campaign to drive change that benefits our members and the wider sector We will ensure the FSI is efficient, open and transparent, accountable and sustainable

4 What we do at a glance? Training: We deliver a blend of training opportunities both face to face and online that are accessible and tailored to the needs of small and local charities and community groups. Conference Programme: Fundraising Conference: each year we host two fundraising conferences one held in London during Small Charity Week and the second in the north of England. Skills Conference: hosted each year in London providing the opportunity to gain skills in areas such as marketing, policy, HR and finance, to name a few Advice Hub: Volnunter Charity Advisor led, FSI supported telephone advice hub Affiliates Programme: We provide up to five small charities with a bespoke programme of support to a total market value of 10,000 Small Charity Index: A quarterly pulse of the small charity sector report giving insight into the challenges and opportunities facing charities. Small Charity Week: Simply the largest celebration of small and local charities and community groups in the UK. Research: Each year the FSI undertakes research into areas that are relevant to our members. Small Charity Big Impact Awards: Each year, during Small Charity Week on Big Impact Day, the FSI announces 10 winners of the annual Awards Small and local charities and community groups Our members The Advice Hub is a heavily subsidised on line booking, telephone support service delivered by volunteer charity advisors to our member: The small and local charity and community group sector is hugely diverse and far reaching in their range and scope. They play an important part in wider society where many are rooted or embedded in their communities and have key roles in building and nurturing social networks and are uniquely placed to engage directly with those hardest to reach. Our members are reporting an 81% increase in demand for services from June 2013 to November This is just at a time when cuts and changes to local authority and central government funding pose a serious financial and public policy risk to many of our members. To cope with the changing landscape, our members need to address their particular skills gaps which act as a major barrier to addressing the changes needed. The ability for our members to address these within their organisations is restricted by a lack of funding for training and development and lack of time available for employees to attend training.

5 The Advice Hub The Advice Hub is a heavily subsidised online booking, telephone support service delivered by volunteer charity advisors to our member: Pilot Full Roll Out Members with annual turnover under 100,00 per annum All FSI Members Late July 2017 January 2018 How it works for members and prospective members Become a free FSI member Book Book a time slot and identify topics, link from the Advice Hub booking page Booking fee of 15 ( 10 of which will be refunded) (Free during pilot phase) Match The FSI will match your charity to an experienced volunteeer charity advisor with experience in the topic you have identified An confirmation of the time and advisor is sent to both parties Advice Telephone/SKYPE session Next steps agreed - any resource information ed by volunteer charity advisor On receipt of completed evaluation form 10 deposit will be repaid (post pilot phase) The Objectives Improve strategic effectiveness, operational efficience and financial stability Build confidence Improve knowledge and skills Better access to support Improve beneficiary support Monitoring and Evaluation The FSI monitors the advice hub closely after each advice session by way of an online evaluation form for the client to evaluate the quality of advice received. A monitoring form is completed by the volunteer charity advisor to ensure any process, resource, or skill issues are addressed and resolved immediately. This ensures continuous improvement and learning to facilitate high quality service and that the volunteer charity advisors have access to appropriate resources to support them.

6 Could you be a volunteer charity advisor? Become a Volunteer Charity Advisor Volunteer from home Flexible volunteering times Build your voluntary sector CV Share your skills, knowledge and experience Do you have two years voluntary sector experience? Volunteer charity advisor role description Purpose: The Volunteer Charity Advisor (VCA) will play an important role as part of a team who supports the FSI s vision of a world filled with independent, effective and accountable charities with the belief, passion and capacity to achieve their vision. The VCA will represent the FSI and offer telephone/skype advice to FSI members who book an advice session via the online FSI Charity Advice Hub. Location: Flexible work location - work from home or another suitable secure location. Time committment: Hourly sessions to suit your own committments but we would appreciate, for matching purposes, to have a minimum 3 month committment whenever possible. Flexible working Monday Saturday, 9.00 a.m p.m.

7 Resources: Volunteers will need access to their own secure , electronic devices and telephone. Key responsibilities: Understand the key issue effecting micro, small charities and community based groups Offer professional, tailored and supportive advice to clients in one or more of the following key areas: building organisational strength, strategy and business planning, fundraising and income generation, marketing and communications, campaigning and public affairs, governance, volunteering and HR, financial resource management or impact reporting and measurement. Sign post further training or resources as necessary Answers questions about the FSI Keep all information about the clients strictly confidential Complete our evaluation form after each advice session (FSI will send a link) Fill out a monitoring form for each advice session and keep a record of communication and information Prepares correspondence and follow ups as needed (support and advice is available from the FSI Give impartial advice not linked to specific products or services Volunteer Agreement: A Volunteer Agreement must be signed prior to commencement as a volunteer, this will be sent to you for signature by the FSI Team. Volunteer Policies Volunteering Policy: Advice Hub Volunteers are able to specify the hours (see page 4 of the Volunteer Handbook) they are able to give support. We will ask volunteers, at the beginning of their time with us what their intended volunteering hours are but the key FSI contact (permanent member of staff) must ensure that volunteers are aware that they are able to change their volunteering hours should your circumstances change. We want to make the volunteering experience as positive as possible and we will consult with Advice Hub Volunteers to ask for suggestions on how to improve. The FSI has a strict policy for permanent recruitment and therefore at all times you must be clear that being a volunteer for the FSI does not entitle you to a permanent contractual position with the charity should one become available during your time with us.

8 Advice Hub Volunteer Recruitment: Volunteers will be selected through the following process: Step 1 Step 2 Step 3 Volunteer: Completion of the Expression of Interest form on the FSI website Volunteer: Read the Volunteer Handbook on the FSI website FSI: The prospective Advice Hub Volunteer will be invited to a telephone meeting to discuss the role (no more than 30 minutes). Using the role outline and the specification, the parties will engage in a two-way discussion of the proposed role, of its requirements and of each other s expectations, with a view to assessing mutual suitability. Following the meeting, The FSI will make a decision within one week regarding the individual s suitability for the particular volunteering opportunity. FSI: Prior to commencing your placement at The FSI, each successful Advice Hub Volunteer will be sent via a copy of the Volunteer Handbook (including Volunteering Policy/Complaints Policy and Equal Opportunities Policy, links to Evaluation Forms, General and Fundraising Resources (FSI website), and your FSI contact s details. What YOU can expect as an FSI Advice Hub Volunteer Timely and full information in respect of your matches Support, post-match if required The freedom to decide when you want to volunteer and how much time you would like to give A fulfilling and enjoyable volunteering experience Expenses (see Volunteer Expenses page 8 of this handbook) Thanks for the effort you make For The FSI to endeavour to resolve any problems you encounter appropriately and efficiently To be able to say no to any matches you don t feel comfortable with You will never be expected to volunteer more time than you feel able to To be treated fairly in accordance with Equal Opportunities policies (see page x of the Volunteer Handbook). Not be excluded on the grounds of race, colour, ethnic or national origin, religious belief, gender, marital status, sexual orientation, age or disability - an open access policy will be actively encouraged. Be able to make a complaint (see page 8 of this handbook), should you ever be unhappy with a staff member or coordinator. To be able to withdraw from volunteering or change projects The FSI strives to continually review the service provided based on your experiences and feedback Your personal details will be treated as strictly confidential in line with relevant data protection legislation.

9 What we expect of YOU We expect YOU to: Be reliable and clear about the commitment you can give Act as a representative for The FSI - be professional, mature and sensitive Inform FSI staff if you are experiencing any difficulties with your voluntary work or if you need any further support Inform FSI staff if you wish to withdraw from a project Treat our members, taking your advice, fairly and in accordance with Equal Opportunities policy (see page 9 of this handbook). Not to exclude anyone on the grounds of race, colour, ethnic or national origin, religious belief, gender, marital status, sexual orientation, age or disability Speak up if you feel your rights are not being respected Speak up if you see potential danger and never put yourself or others at risk Respect the confidentiality of others - but don t promise to keep a confidence unless you re sure that it s appropriate Confidentiality of information will be adhered to at all times, unless directed otherwise by your organisation s policies and procedures Sign a Volunteer Agreement Form (this will be sent to you post telephone meeting) Keep The FSI informed of any changes to your contact details or availability Complete evaluation forms post each advice session Inform the FSI of all follow up activity agreed with the member you gave advice to Give The FSI feedback to improve the service it provides Provide impartial advice, not linked to particular products or services Volunteer Expenses: Volunteers may claim telephone expenses for matched sessions only. Based on the Ofcom call cost guide volunteers can claim 6.60 per hour - you will need to provide either receipts or a copy of the phone bill for our accouting purposes. Note this is only for sessions that have been matched by the FSI Team and not for calls made outside of the matching process. Complaints Policy: The FSI has a comprehensive Diversity Policy, which specifically addresses the processes and procedures which must be followed should a complaint be made by a client/delegate/participant. Everyone has the right to complain about, harassment, victimisation and discrimination and to have any complaint dealt with fairly, thoroughly, confidentially, sensitively and quickly.

10 Advice for Advice Hub Volunteers Whilst you are volunteering for us we expect staff to treat you with courtesy and respect and we expect you to be courteous to our members (seeking advice) and staff. Some people do not realise they could cause offence to others but, if they are told to modify their behaviour or language we expect that it will be done. If you are in a position where people are using language or phrases that you find offensive do not be afraid to ask them to stop. If you feel uncomfortable do not hesitate to bring the matter to the attention of your contact staff member who will speak to them on your behalf. Making a Complaint All allegations of discrimination, harassment, bullying or victimisation are taken seriously and dealt with quickly and sensitively. Often the person subjected to such treatment is reluctant to complain. They may be too embarrassed or unsure how to make a complaint, or are worried that others may think it trivial. They may not want attention focussed on the situation, so they suffer in silence. In some cases it may be possible to rectify matters informally. Sometimes people are not aware that their behaviour is unwelcome and an informal discussion can lead to greater understanding and an agreement that the behaviour will cease. Receiving a complaint Any member of staff who becomes aware of an Equal Opportunity complaint should report the matter to their manager. Should you become aware of a complaint, take action. The worst you can do is nothing. Equal Opportunities and Diversity Statement: This statement refers to individuals participating in activities on behalf of The FSI. It does not replace but is complimentary to the existing FSI Diversity and Equality Policy. The FSI is committed to supporting equal opportunities and promoting diversity in all areas of its work. The FSI recognises that no person shall be discriminated against by reason of race, colour, ethnic or national origin, religious belief, gender, marital status, sexual orientation, age or disability. The FSI will monitor and regularly evaluate its progress towards diversity.

11 Confidentiality and Data Protection Statement This statement refers to individuals participating in activities on behalf of The FSI. It does not replace but is complimentary to the existing FSI Confidentiality and Data Protection statement. Support Contact Principles At the FSI volunteers are very important to us. We are building a culture where all volunteers feel respected and valued. We will provide opportunities for volunteers to participate in the delivery of our shared vision of a small charity sector that is efficient, effective, sustainable and able to reach its true potential. All volunteers: Will be allocated an FSI Contact Will be respected and thanked Support will be given by the FSI Contact Your details, used for administrative purposes, will be deleted when you inform us that you are no longer volunteering as an Advice Hub Volunteer Volunteer Agreement: Once selected you will be asked to sign a Volunteer Agreement, which refers to individuals participating in activities on behalf of The FSI. It does not replace but is complimentary to the existing FSI Diversity and Equality Policy.

12 The Grayston Centre 28 Charles Square London N1 6HT Charity Registration Number