Volunteer Handbook. Enjoy your volunteering with COTA Queensland. What you do makes a difference in people s lives.

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1 Enjoy your volunteering with COTA Queensland. What you do makes a difference in people s lives. Volunteer Handbook Implementation Date: April 2009 Updated: August 2009 Next Review Due: August 2010 COTA Queensland Volunteer Handbook 17

2 VOLUNTEERING AT THE OFFICE When you are at the COTA Queensland office: please sign in and out, at the book at Reception. say hello to everyone make yourself a cup of tea / coffee when you want one. ask for help when you need it remember that information you hear or see at the office is confidential enjoy your time with us! This handbook was written by Margaret Robertson, Community Education Coordinator, with feedback from other COTA Queensland staff and peer educators. Comments, suggestions etc are invited: send them to Community Education as per details on next page. COTA Queensland gratefully acknowledges Australian Red Cross Queensland, Spiritus and Volunteering Australia for allowing the use of resources and/or the contributions made by staff. COTA Queensland is funded by Home and Community Care (a joint Commonwealth-State funded program), beyondblue, the national depression initiative, the National Prescribing Service Ltd and the Queensland Government Department of Communities. Council of the Ageing Queensland Copyright protects this publication. Permission is given for copying of the document for use within COTA Queensland and for purposes permitted by the Copyright Act. Other reproduction by whatever means is prohibited without the prior permission of the Chief Executive, COTA Queensland. COTA Queensland Volunteer Handbook First Aid In the office: a first aid kit is located in the cupboard under the sink. Fire or emergency In the event of an emergency such as fire every person should immediately leave the building. Use the stairs, not the lifts, when evacuating the building. Use of /internet Please refrain from sending jokes or pornographic s to other staff. You can run the risk of opening viruses, which will affect the computer network, of offending other staff, and also the risk of contravening harassment policies. Private phone calls/ s/internet When necessary, you may use telephones for local calls for the occasional private purpose. This should be done during lunch breaks unless unavoidable. The same occasional use applies to s. Internet should not be used for private purposes without Management approval, as it incurs a cost to COTA Queensland. Smoking COTA Queensland has a No Smoking policy within the building. The HACC vehicle is also a smoke-free zone. COTA Queensland Volunteer Handbook 16

3 ensure that confidential information is respected and treated appropriately treat others with courtesy, respecting their rights, beliefs, values and dignity undertake training as recommended give and receive constructive feedback as appropriate work as part of a team report any accident or injury immediately give adequate notice of resignation keep your Coordinator informed of changes to your contact details. Please do not impose your personal views on politics, religion or other controversial matters when you are working as part of COTA Queensland promote your own personal or business interests when representing COTA Queensland become involved in the personal or financial affairs of clients; or accept cash from clients however donations to COTA, or a token gift for yourself, may be accepted. CONTACT DETAILS: COTA Queensland office: Level 5, 199 George Street Brisbane GPO Box 21 BRISBANE QLD 4001 Brisbane metropolitan: Outside Brisbane metropolitan: Fax: Main office cotaq@cotaq.org.au Community Education education@cotaq.org.au Web-site: Your Coordinator: Name: Name: Other important contacts: COTA Queensland Volunteer Handbook 15 COTA Queensland Volunteer Handbook

4 TABLE OF CONTENTS Welcome... 3 About COTA Queensland... 3 Volunteers Policy... 5 Commitment... 5 Complaints & grievances... 6 Confidentiality & privacy... 7 Duty of care... 7 Health and safety... 8 Accidents / incidents... 8 Alcohol & drugs... 8 Back care... 8 Bullying and harassment... 8 Hazards... 9 Insurance... 9 Public Contact Presentation Dress code Promoting sessions Provision of information Statements to the media VOLUNTEER RIGHTS AND RESPONSIBILITIES Unlike paid staff, volunteers are not covered by awards or workplace agreements. Volunteers however do have rights, some which are enshrined in legislation and some which could be considered the moral obligations of an organisation involving volunteers. Volunteering Australia promotes the following as the basic rights of a volunteer. As a volunteer you have the right: to work in a healthy and safe environment to be interviewed and engaged in accordance with equal opportunity and anti-discrimination legislation to be adequately covered by insurance to be given accurate and truthful information about the organisation for which you are working to be reimbursed for out of pocket expenses (as approved); to be given a copy of the organisation s volunteer policy and any other policy that affects your work not to fill a position previously held by a paid worker not to do the work of paid staff during industrial disputes to have a position description and agreed working hours to have access to a grievance procedure to be provided with orientation to the organisation to have your confidential and personal information dealt with in accordance with the principles of the Privacy Act to be provided with sufficient training to do your job. COTA Queensland undertakes to ensure your rights are respected. In return, we ask you to agree to: work in accordance with COTA Queensland s values and policies represent COTA Queensland in a responsible manner be reliable and fulfil agreed commitments, or re-negotiate commitments if necessary work in accordance with your position description COTA Queensland Volunteer Handbook 1 COTA Queensland Volunteer Handbook 14

5 You are encouraged to have regular informal, open and honest discussion with your Coordinator. If you disagree with your Coordinator s feedback, please contact their Team Leader. You may also be invited to, or request, a formal meeting to discuss your volunteer work. If problems with a volunteer s performance are identified, the relevant Team Leader will contact the volunteer to discuss the issues. The volunteer has the right to be accompanied by an advocate/ support person of their choice at that formal meeting. If despite training and normal support, supervision and performance counselling the performance requirements are still not met, COTA Queensland has the right to terminate the volunteer s participation in that role. You also have the right to have a position description and PE Service Agreement (for peer educators) in which expectations are explained. Peer educators who facilitate sessions in more than one subject area (eg medicines topics and beyond maturityblues) are encouraged to discuss issues related to a particular topic with the relevant Peer Education coordinator, but all of the Community Education team are available for your support. Quality Recognition Reimbursement of expenses Support and Supervision Training Volunteer rights & responsibilities Volunteering at the office First aid Fire or emergency Private phone calls / s / Internet Smoking TRAINING Volunteers are encouraged and given the opportunity to participate in relevant staff development activities. For Peer Educators, it is important to participate in quarterly network meetings so that you keep up-to-date on the information presented to the public. These meetings also provide you with ongoing support. COTA Queensland Volunteer Handbook 13 COTA Queensland Volunteer Handbook 2

6 WELCOME Thank you for volunteering with the Council on the Ageing Queensland (COTA Queensland ). We hope you really enjoy your experience with us, and that you gain at least as much as you give. Volunteers are the major part of COTA Queensland s staff, delivering peer education sessions to older people in the community, serving on the Board and Policy Council, and assisting with a range of other tasks from administration to research. Please read through this handbook for COTA Queensland volunteers. It covers the general policies and processes that apply to all volunteers. It has information on a range of topics, some of which (hopefully) you will not need, but some others are likely to come up regularly. If you have any questions, please ask your Coordinator for clarification. ABOUT COTA Queensland Please take the time to look through the brochures that are part of this package. They tell you about the organisation you are joining, what it stands for and what it does. Our vision: A more just, equitable and humane community in which older people interacting with other generations are empowered to grow to their fullest capacity to contribute to their communities and have access to appropriate care and support We work in partnership as part of the COTA movement throughout Australia and with all levels of government, funded services, communities, networks and individuals to identify seniors needs and find solutions. COTA Queensland Volunteer Handbook 3 RECOGNITION Informal support and recognition for volunteers is provided through a variety of means including newsletters, network meetings and regular contact with your Coordinator. We will also formally recognise your contribution at regular intervals including the celebration of National Volunteer Week in May and International Volunteer Day (5th December). REIMBURSEMENT OF EXPENSES Reimbursement of travel costs, postage etc is available for peer educators holding training sessions. Complete the claim form and forward to your Coordinator. Reimbursement of accommodation, catering expenses and/or extensive travel must be approved by the Coordinator in advance. Public transport travel reimbursement to and from the office is also available to office-based volunteers. Other expenses: Only the Chief Executive and the Finance and Administration Officer are authorised to sign COTA Queensland purchase orders. Purchase orders must be filled out before ordering anything that COTA Queensland will pay for. SUPPORT AND SUPERVISION COTA Queensland values your contribution as a volunteer. We will provide you with support in your volunteering work as well as appropriate feedback. You have the right to receive supervision in your volunteer work. This includes the right to both give and receive feedback from your Coordinator. Please ask for assistance, guidance and information where you need it, and let your Coordinator know when you have suggestions or concerns. COTA Queensland Volunteer Handbook 12

7 Medicines programs Coordinator & volunteers beyond maturityblues Coord. & volunteers Suicide Prevention Initiative Coord. & volunteers Eat Well Be Active Coord. & volunteers Policy Research staff & volunteers Safe & Confident Living Project Information staff & volunteers Administration staff & volunteers Please do not make up your own designs etc: it is important for us to have consistent marketing messages. If you are participating in an Expo -type event, please let your coordinator know, with as much notice as possible, so that we can supply you with COTA Queensland brochures and information packs. Provision of Information COTA Queensland can be held legally responsible for information given to the public by its staff. If you have any doubt as to whether information should be supplied, consult with your Coordinator. Do not provide information outside your own area of responsibility or direct knowledge. Statements to the media Only the Chief Executive and the President are authorised to speak to the media on COTA Queensland s behalf, unless the Chief Executive delegates authority to specific staff for a particular purpose. Any material requested by the media must be approved by Chief Executive before being released. Our Values social justice, access and equity for all older Queenslanders respect for the life experiences of older Queenslanders participation of older Queenslanders in decisions that impact on their lives openness, ethical transparent practices, and accountability collaborative partnerships with stakeholders continuous quality improvement and sustainability Structurally, COTA Queensland has a Board of Management, Chief Executive, and a team leader for each of its three main areas of Community Education, Policy & Projects, and Administration and Finance. There is also a Policy Council that advises the Board, particularly about COTA Queensland s development of policy submissions to government. Committees on the Ageing Organisational structure (August 2009) COTA Queensland Board COTA National Finance & Risk Governance & Audit Chief Executive Queensland Policy Council QUALITY COTA Queensland is committed to providing quality services to its consumers. This includes complying with relevant Quality Standards of our funding bodies including those of Home and Community Care (HACC) and the Department of Communities. For full details of these standards, see your Coordinator. Community Education Coordinator Policy Officer Finance & Administration Marketing & Communications Quality assurance is about making volunteering safe for you, for consumers and the people you work with, and for the organisation. It asks you to look at what you do and make suggestions for what can be improved. Please participate in continuing to improve our services: let your Coordinator know of any suggestions. COTA Queensland Volunteer Handbook 11 COTA Queensland Volunteer Handbook 4

8 VOLUNTEERS POLICY COTA Queensland recognises that volunteers are an integral part of the organisation. We value the your work and are committed to supporting you in it. Principles COTA Queensland accepts the Universal Declaration on Volunteering and associated Definition of Volunteering, National Standards and Code of Practice for Organisations involving Volunteers, and Rights of Volunteers, as the basis for its utilisation of volunteers. Contact the office for a copy of these documents, or see and go to Best Practice, The Foundations. COTA Queensland policies relating to paid staff apply to volunteers in similar roles or with similar duties, except where they relate to wages / salaries or where Volunteering Standards dictate otherwise. More information on those policies follows in this handbook. Outcome: You can make a meaningful contribution to the mission of COTA Queensland, have a safe and enjoyable experience with us, are recognised for your contribution and supported in your work. COMMITMENT Your time commitment to COTA Queensland depends on your role and is outlined in your position description. The maximum time commitment for any role is not more than 16 hours per week, in line with recommendations in the Volunteering Australia National Standards. New volunteers will have a review with their Coordinator, after the first three months. At this time both you and the Coordinator are COTA Queensland Volunteer Handbook 5 Please note that COTA Queensland does not carry any form of insurance for private vehicles belonging to paid staff or volunteers, so you are strongly urged to take out your own comprehensive and/or Third Party property insurance. Also note that any traffic or driving infringement notifications (fines, demerits etc) are the responsibility of the driver, not COTA Queensland. This applies to all staff and volunteers, whether driving their own vehicles or the organisation s. PUBLIC CONTACT Presentation People will judge COTA Queensland by the service they receive from staff and volunteers. Your appearance and manner should promote good COTA Queensland public relations at all times. Dress code A standard of dress appropriate to the group and occasion must be maintained at all times. If in doubt, discuss with your Coordinator or the coordinator of the group. For health & safety reasons, thongs are not appropriate footwear. If your role involves regular contact with the public (eg peer educators), we will give you an official name badge. Please return this badge to us when you leave COTA Queensland. Promoting sessions Peer educators are encourage to promote sessions in their local area. Please ask your coordinator for COTA-branded flyers etc to use, with your own details filled in. COTA Queensland business cards and a PowerPoint template are also available. COTA Queensland Volunteer Handbook 10

9 If you feel you have been harassed or bullied in your volunteering with COTA Queensland, please raise the matter with your Coordinator. If it involves your Coordinator, please contact the Chief Executive. Hazards If you notice a hazard in the office, please report it to your Coordinator. When holding training sessions in community venues, be aware of hazards such as cords across the floor, use of double adaptors, walkways blocked by boxes etc. Take sensible measures to ensure your safety. INSURANCE Personal Accident Insurance All COTA Queensland volunteers are covered by Personal Accident Insurance while performing officially approved COTA Queensland business or on their way to or from that business. The policy includes assistance (in the event of an injury) with nonmedical related expenses and weekly benefits for those in employment. For more details, contact the Finance and Administration Officer. Public Liability COTA Queensland volunteers are covered by public liability insurance. Please remember that public liability insurance, like personal accident insurance, covers those who are performing authorised work in an authorised manner. able to discuss what is going well and what (if anything) is not satisfactory. Either you or the Coordinator then has the right to decide whether to renew your volunteering with us in that role. We will ask for your feedback on your volunteering time with us at least annually, and when you leave. COMPLAINTS & GRIEVANCES If a client has a complaint: Encourage them to phone the COTA Queensland office and ask to speak to a Team Leader or the Chief Executive or any staff member of their choice. There is a complaints process that is fair, equitable and confidential. If you have a complaint or grievance about your volunteer work with COTA Queensland, please let us know as soon as possible! Contact your Coordinator, or if the complaint is about your Coordinator, contact their Team Leader. You have the right to have your complaint heard in accordance with COTA Queensland s Staff Grievance Policy. If your complaint is not resolved to your satisfaction: Please contact the Team Leader responsible for your area of work. If the matter is still not resolved, or the complaint concerns a Team Leader, please contact the Chief Executive, GPO Box 21 BRISBANE 4001 or phone For more information on handling complaints and grievances, see the COTA Queensland Quality Manual. Also see Support and Supervision in this handbook (page 12). Motor Vehicles Under Queensland legislation, personal injuries arising from motor vehicles are covered under compulsory Third Party Insurance, paid when the vehicle is registered annually or originally purchased. COTA Queensland Volunteer Handbook 9 COTA Queensland Volunteer Handbook 6

10 CONFIDENTIALITY & PRIVACY Both your details as a volunteer and client information are maintained under the principles of the Privacy Act and the National Privacy Principles. COTA Queensland will only use the personal information collected for the purposes for which it was collected, or other purposes that are agreed to between the organisation and the individual. Additional purposes may be required to comply with legislation. If this is the case, the organisation will communicate to the person that this has occurred. You have the right to confidentiality of your personal information, and the responsibility to protect client and organisational confidentiality. You sign a confidentiality agreement when you become a volunteer with COTA Queensland. DUTY OF CARE All workers (paid and volunteer) have a Duty of Care to the organisation s clients and others who may be affected by the worker s actions or inaction. You have a legal duty to take reasonable care to prevent another person being harmed. Negligence can result if your actions, or failure to act, fall below reasonable standards and result in foreseeable harm. The Duty of Care refers not only to your actions but also to the advice you may give or fail to give. Be very careful about giving advice which is beyond your competence or beyond what would normally be expected in your position. This has particular relevance to Peer Educators. Under the Civil Liability Act 2003, you don t incur any personal civil liability for any act or omission done in good faith when volunteering in community work that is organised by a community organisation. However this Act does not apply to civil claims for damages for personal injury from breach of duty of care; or where the volunteer did not act in good faith; or where the volunteer COTA Queensland Volunteer Handbook 7 knew, or reasonably ought to have known that they were acting outside the scope of authorised activity, or contrary to the instructions of the organisation. See also Insurance. HEALTH & SAFETY Accidents / incidents If you are injured while volunteering with COTA Queensland, please get First Aid / medical assistance. You will also need to complete an Incident Report as soon as possible: contact your Coordinator or the office for help with this. Similarly, if you are involved in a distressing incident, contact your Coordinator. Alcohol & drugs All staff and volunteers are expected to refrain from alcohol and drug use before and while performing their duties. Back care Manual handling is the single biggest cause of workplace injuries in Australia. Only lift, move, push or pull items that are suitable size, shape and weight for you to handle safely. This also of particular relevance to Peer Educators, when handling resources for sessions. Manual handling and back care training are available if you would like them: just ask your Coordinator. Bullying and harassment COTA Queensland is committed to providing an environment that is free from bullying and harassment and where everyone is treated with respect. Harassment includes discrimination, sexual harassment and workplace violence, and may involve physical contact or inappropriate actions, behaviours, comments etc that are objectionable or that cause offence. COTA Queensland Volunteer Handbook 8