VOLUNTEERS IN SOCIAL CARE

Volunteers in Social Care

Contents

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Page

Policy statement / 3
Purpose / 3
Scope / 3
Mandatory procedures / 3
Practice guidance:
Recruitment
Assessment/acceptance
Appropriate tasks for volunteers
Support
Training
Volunteerswho drive
Serviceusers needs and rights
Insurance
Expenses
Terminating a Voluntary Working Engagement / 5
6
8
9
9
10
10
11
12
12
Implementation / 13
Monitoring and Review / 13
Appendix A:
Sample application form for volunteers / 14
Appendix B:
Sample acceptance letter for volunteers / 16

Volunteers in Social Care

1.Policy Statement

The aim of this policy is to set out a general statement of the Directorate’s policy and principles with agreed standards which individual sections and establishments must follow, when formulating their own procedures for the involvement of volunteers.

2.Purpose

This policy sets out both guidelines for recruiting volunteers, and some further ideas of good practice for volunteers in general. It is recognised though, that establishments and sections will have a variety of ways of working with volunteers depending upon the aims of the establishment and the needs of the user group.

These guidelines are intended for work with individual volunteers and not primarily for volunteer organisations.

It is recognised that volunteers can provide a flexible resource for the Directorate, but should not be regarded as a replacement for paid staff. It is also acknowledged that volunteers should benefit from their involvement, gaining a sense of achievement and worth as a result of their contribution to the organisation.

3.Scope

This policy should be referred to by all staff within the Directorate when recruiting and working with volunteers. For those people wishing to act as volunteer drivers, using their own vehicles, reference must be made to the Council’s Safe Drivingat Work policy. Volunteers that may be required to drive a minibus insured through GCC, regardless of whether the vehicle is GCC owned, leased or hired, will need to comply with the guidance contained within the Safe Driving of Minibuses policydocument. All volunteers driving on behalf of the County Council must also familiarise themselves with the Passenger Risk guidance document.

4.Mandatory procedures

4.1Potential volunteers must not be discriminated against on the basis of age, race, gender, disability, religious belief or sexual orientation. Notwithstanding this general approach, occasions may occur where an individual’s abilities may make them an inappropriate volunteer for a specific task. No person should be prevented from volunteering because of a lack of personal economic resources.

4.2Each cost centre must have a clear and co-ordinated procedure for the recruitment of volunteers (if used), which adheres to current policy; service users should also be involved in the recruitment and placement of volunteers whenever possible. All potential volunteers must have a formal interview, and be given the opportunity to discuss their potential working environment.

4.3All volunteers wishing to work with children or vulnerable adults must be prepared to undergo a Gloucestershire County Council Social Care Criminal Records Bureau checkevenif they already possess valid CRB clearance from elsewhere. Temporary clearance may be issued if the volunteer in question has:

  • An enhanced disclosure no more than 1 year old.
  • Been in continuous employment with the organisation that requested their current check.
  • Applied for a Gloucestershire County Council Social Care CRB check.
  • A POVAFirst Check entitling them to work in domiciliary care or a care home.
  • Given their original CRB disclosure to the CRB Admin Assistant who will keep it until the Gloucestershire County Council Social Care disclosure is issued.
  • Close supervision at all times.

4.4The use of volunteers should not be as a substitute for paid staff. Volunteers should instead be seen as enhancing and complementing the work carried out by paid members of staff.

4.5There are circumstances in which the use of volunteers is clearly not appropriate; managers should ensure their staff are aware of any such circumstances in their setting.

4.6Volunteers must be supported by paid staff as seems appropriate to the tasks being undertaken.

4.7All volunteers are entitled to receive appropriate training, support and supervision. Staff co-ordinating volunteers in cost centres must establish if a newly recruited volunteer needs any particular training prior to undertaking a specific task, in order to minimise potential risks to the volunteer or service user.

4.8Managers and staff must ensure that volunteers are briefed on any local health and safety issues (e.g. fire and emergency procedures) and are made aware of any relevant risk assessments relating to activities being undertaken. This would include the health and safety issues regarding transportation of service users.

Any volunteer who drives a County Council owned, leased or hired minibus must therefore comply with the Integrated Transport Unit’s policy guidance on Safe Driving of Minibuses, June 2008 and the SHE procedure on Safe Driving at Work, October 2007.

4.9Service users have the ultimate decision as to which volunteers are involved in working with them and can, at any time, request the discontinuation of a voluntary service that is being offered by a particular volunteer.

4.10Volunteers have the right to refuse to participate in any activity they do not feel comfortable with.

4.11Should a volunteer be injured while carrying out his/her duties immediate notification must be given to the County Council’s Insurance Section and an incident report completed and submitted on the standard form.

4.12Out of pocket expenses incurred by volunteers, such as travel costs, will be reimbursed by the Directorate.

4.13Volunteers must not under any circumstance receive or expect to receive gifts from service users, and if offered should refuse.

4.14Volunteers must not offer gifts or sweets to service users. (Amongst other things, this is to ensure that service users whose medical history prevents them from having certain food stuffs, are not put at risk through lack of knowledge on the part of the volunteer.)

5.Practice guidance

5.1Recruitment

5.1.1When deciding to recruit volunteers, it is important to ensure that any advertising includes the following:

  • what the voluntary work is
  • what the organisation/ establishment does
  • how a new volunteer can make a difference
  • what kind of commitment would be required
  • how to find out more
  • reassurance that appropriate support/ training will be offered as necessary

5.1.2There are a number of ways in which volunteers may be recruited. These include:

  • Word of mouth. Most volunteers are recruited by existing staff, service users, supporters or volunteers. This is still the most effective method of recruitment, particularly in smaller communities, although it does not lend itself to the development of a diverse pool of volunteers.
  • Posters, leaflets and postcards. Posters can spread your message to a wider audience. Leaflets or postcards are also a handy and attractive way of providing information to potential recruits. When designing printed information remember to keep it simple and reflect the nature of the volunteering opportunities in your design. Posters, etc. can potentially be placed in:
    schools and colleges
    libraries
    town halls and other public buildings
    GP and dental surgeries
    sports and leisure centres
    religious centres
    shop windows
    Job Centres
  • Volunteer Centres. There are around 500 Volunteer Centres or Bureaux throughout the UK, putting people in touch with organisations who need volunteers.
  • Talks. These are another good way of attracting volunteers, especially if you have identified a new source of possible recruits. Visual images such as photos or a video can aid a presentation, but meeting other volunteers or service users can be more effective. Make sure you have printed information to support your talk, giving people the chance to go away and think before committing themselves. Be clear about how people can get involved or find out more if they are interested.
  • Local press and radio. Local newspapers and radio stations are keen to feature ‘human interest’ stories, so you could incorporate a request for new volunteers within a brief article on a particular event or update on your service. For practical help on putting together an appropriate article contact the Communications Team on 01452 425107.
  • Local companies. You might find that there are local companies in your area whose employees are keen to volunteer. You may be able to recruit individuals, or groups of staff to perform one-off ‘challenges’.
  • Other agencies. Examples are the Probation Service (ex-offenders can volunteer, dependent on the nature of the offence) or JobCentrePlus (Jobseekers Allowance/New Deal claimants are eligible).
  • Develop a recall list of volunteers who have been used previously.

5.2Assessment/ Acceptance

5.2.1The Community & Adult Care Directorate undertakes a wide range of tasks with a large number of service users. The assessment and acceptance procedures for volunteers should therefore be flexible enough to accept a variety of people, with every effort made to accept offers of assistance, although the Directorate must reserve the right to refuse on occasions.

5.2.2If it is not possible for Community & Adult Care to make use of a particular person, liaison arrangements with other organisations or Directorates may be useful in order to refer the person to an area where their talents can be better used.

5.2.3Selective assessment procedures for volunteers must be clear and well defined. This is important not only to ensure the protection of service users by allowing for unsuitable volunteers to be rejected, but also to demonstrate to volunteers, colleagues, service users and the public that the work of volunteers is valued. These procedures should comply with the following principles:

  • There must be a designated senior officer in each establishment who is responsible for the recruitment, selection and assessment of volunteers.
  • A standard application form must be used on which the volunteer can record all necessary personal information together with information about any particular skills/aptitudes. Details of two personal referees should also be included. (see Appendix A)

5.2.4The assessment process will also include discussion of the following issues:

  • Confidentiality.
  • The possible need to work on a one to one basis with a service user, and how this should be handled.
  • The possibility that the volunteer may sometimes need to act in an advocate type role on behalf of the service user, although it must be remembered that volunteers act on behalf of the Directorate, and an advocate is an independent person, so the two roles are not necessarily compatible.
  • Any relationship with the service user, which may continue outside the centre and how this will be handled.
  • The importance of supervision, support and training.
  • The importance of the Directorate, being able to rely on regular service from individual volunteers.
  • What behaviour is considered acceptable/unacceptable by service users and/or to the Directorate

5.2.5During the course of the assessment process, volunteers should have the opportunity to meet staff members and service users. They should also be given the opportunity to talk to other volunteers.

5.2.6At the end of the assessment process the volunteer should have their acceptance confirmed in writing (see Appendix B), and should be given written information about the area of work in which they will be involved. At this stage, a decision should also be made as to whether or not the volunteer will need to undergo medical clearance before starting their duties. All new volunteers should also be issued with a copy of the GSCC Code of Practice for Social Care Workers, as this sets out the basic expectations of all people engaged in the provision of social care services.

5.2.7It should be explained to the volunteer that their involvement is for a probationary period after which there will be an opportunity through the support process, for them to discuss their thoughts and feelings about the work they are undertaking.

5.3Appropriate Tasks for Volunteers

5.3.1No blanket distinction can be made between the tasks and roles of members of staff and volunteers – the distinction between the two in everyday work will often be blurred, due to the nature of many of the tasks being undertaken. However, the starting point is that voluntary work must be seen as complementary to the work of paid staff and not a substitute for it. However, general guidelines can be given as follows:

  • When the service is being enhanced by the special skills that the volunteer has developed through their hobbies, work or leisure interests.
  • When the voluntary nature of the relationship with a particular person is preferred by the service user to a relationship with a paid member of staff.
  • When discrete areas of work are identified for which volunteers can take responsibility and develop in order to complement the work of paid staff.
  • When the task can be better carried out by an unpaid/local person than by an outside or professional worker.

5.3.2There are, however, circumstances in which the use of volunteers is clearly not appropriate:

  • When nothing can be offered in return which makes the task worth doing on a voluntary basis (e.g. the tasks may be too heavy, dirty or demanding).
  • When no resources are available for volunteers’ support, supervision, training or expenses.
  • When the use of volunteers would jeopardise the wages or condition of service of paid workers, or where the employment of volunteers would be a factor in reducing the supply of paid employment.
  • Where the needs of the service user indicate that professional assessment and service provision is required.
  • Where statutory action must be taken.
  • When carrying out personal care tasks for a service user.

5.3.4There are occasions when paid staff are unable to deliver a service that they usually provide, because of industrial action, or threatened industrial action. Whilst the involvement of volunteers might be seen as inappropriate, it must be remembered that volunteers may wish to act independently of the Directorate.

6.Support

6.1Once a volunteer has been recruited, it is important that they continue to feel valued. Volunteers should therefore be supported in the following ways:

  • By being linked to a named member of staff who will provide regular supervision of the volunteer’s work and also regular support sessions. The volunteer must be encouraged to turn to the supervisor for help and advice whenever this is required.
  • By providing group support for volunteers when required.

6.2Volunteers are not paid employees of the Directorate and therefore the technique of supervision will be different from that of staff. In addition to discussion of individual cases, sessions should include:

  • Mutual discussion of aims
  • Setting limits
  • Recognising stress
  • Training needs
  • Acknowledging achievements
  • Checking workloads
  • Conducting exit interviews if appropriate

6.3Volunteers should be encouraged to take part in influencing decision-making processes. Mechanisms should therefore exist that enable volunteers to express their views and opinions.

6.4There will be occasions when it is appropriate to invite volunteers to attend case conferences and reviews. In this situation, however, volunteers must be made particularly aware of the confidential nature of such discussions.

7.Training

7.1Given the wide variety of tasks undertaken by volunteers, it is inappropriate to suggest a unitary framework of training, however line managers should consider using the framework that already exists for each service area and is built around national minimum standards for induction and foundation. New volunteers should also undergo an appropriate induction to the setting in which they will be based; this should include a general assessment of their transferable skills and discussion on how these could be used to enhance their role.

7.2Volunteers must also undergo practical training in areas such as Health & Safety and Equal Opportunities. If appropriate, they should also undertake Moving & Handling training, and either MiDAS or Passenger Assistant Training, in the case of volunteers who drive or act as Passenger Assistants. It is also important to ensure that volunteers have the opportunity to attend external or internal training courses that will increase their knowledge and further assist them in fulfilling their role, but this will be at the line manager’s discretion and will need to be funded locally.

7.3Volunteers may also need to undertake some training to enable them to fully appreciate the triangular relationships called for when individual volunteers are working with social care staff on behalf of service users. This will include assistance in learning when to share with or handover to a professional. It will also include consideration of appropriate relationships between volunteers and service users.

8.Volunteers who drive

8.1Volunteers who assist the Directorate by driving, undertake a wide range of tasks involving transport for service users. On some occasions the volunteer will be able to carry out these tasks themselves, but on other occasions there will be a need for a Passenger Assistant. If this is the case, it is the Directorate’s responsibility to ensure that no volunteer is asked to undertake a journey alone if there is a risk involved.If this is the case,it will therefore be necessary for an appropriately trained risk assessorto undertake a risk assessment to determine whether a Passenger Assistant is required. Volunteers are expected to read and acknowledge the contents of any relevant Passenger Risk Assessments, and /or safety plans and asked to comment before any transport starts. They must also continue to feed back if, at any point once transport has started, inaccuracies in the original assessment become apparent or if the condition of any client changes.

8.2All staff and volunteers who drive, or co-ordinate the driving of County Council vehicles must comply with the Integrated Transport Unit’s Policy Guidance on Safe Driving of Minibuses, June 2008, SHE Procedure on Safe Driving at Work, October 2007 and the Passenger Risk Guidance April 2009

9.Service Users Needs and Rights

9.1Those responsible for the service user should be clear that the prime objective in involving a volunteer is to enhance the service user’s quality of life. The placement of volunteers must have regard to the principle that the service users’ interests should always be paramount.

9.2Service users have a right to decide which volunteers are involved in working with them. It is perfectly feasible for service users to be involved in both discussions about recruitment methods, and also in the actual selection and training process. Before any volunteers are introduced to the service user, the social worker/keyworker and service user will need to discuss the strengths and weaknesses of potential volunteers in the same way as the service users’ needs are discussed with the volunteer. In this way both service user and volunteer can have the opportunity to make a decision about whether to get involved or not before any face to face introduction takes place.