Ratho Canal Cruise
Arts Access
01 Welcome to Arts Access
The Arts Access Service organises nearly 1000 outings a year, for 200 clients. As one of our volunteers, you are essential to the running of the service. This booklet contains information, advice and tips which will be useful to you in your work as an Arts Access volunteer.
Arts Access service users range in age from their twenties to over one hundred. Anyone who feels they need help to get out and enjoy the arts in Edinburgh can become an Arts Access client. This could be because they have a physical disability, learning disability, mental health problem, sensory impairment, because they use a wheelchair, or are frail and elderly. Our clients enjoy going out to all kinds of venues and events across Edinburgh. We help people go to the cinema, the theatre, classical and popular music concerts, musicals, galleries, museums, gardens and historic buildings, Festival events, lectures and storytelling.
Because of the variety of events and clients, all Arts Access outings are different. However, usually you will collect someone from their home, accompany them to the event of their choice, and see them safely back home again. Most of our volunteers use their own cars for outings, but occasionally our clients prefer or are able to use Handicabs (specialised wheelchair transport), taxis, or public transport.
We do our best to match up clients and volunteers who we think will get on well, and who have similar tastes – we want outings to be a pleasant experience for everyone involved. We also try to match up clients and volunteers who live near each other to cut down on travel time – this is not always possible, so do let us know if you prefer not to undertake long drives.
Arts Access is a flexible service for both clients and volunteers. Outings take place during the day and in the evening, on weekdays and weekends. We ask our volunteers to try to do at least one outing a month, but this can be at a time to suit you. Volunteering for Arts Access fits in well with other commitments.
Artlink covers the cost of transport, mileage, and parking. Your ticket cost is also paid by Artlink. All our volunteers are required to undergo a PVG (Police Check) before they can take someone out. This service is free to Artlink.
Occasionally we organise Volunteer Evenings. These social events are a chance to meet up with other volunteers and Artlink staff and have a glass of wine. In the past we have had backstage tours of theatres, private viewings of exhibitions, and cinema visits.
By becoming a volunteer, you ensure that the Arts Access service continues to be a lifeline for many of our clients.
Thank you!
02 Induction and Training
Artlink organises training sessions which help you to feel more confident about taking out clients. All volunteers should attend a Moving and Handling Session as soon as possible after their initial interview. This practical session is essential if you are taking out a person who uses a wheelchair.
From time to time there will be the opportunity for you to attend other training courses which will give you information and practical tips on issues which affect Arts Access users. In the past we have run training in Epilepsy Awareness, Dementia Awareness, Sighted Guiding, and Verbal Description.
Remember, we have 200 clients, each of whom have different needs and preferences. Arts Access staff are happy to answer any questions you have about an individual outing, and to provide ongoing support from the office.
03 Important Points to Remember
You should telephone the client to make arrangements a week in advance of the outing if possible. Often the client will not have heard from Artlink since they made their booking, so it’s important to let them know that they have not been forgotten. It’s also a good opportunity to introduce yourself if this is your first outing with someone.
It’s a good idea to phone again just before you set off, to make sure the outing is still going ahead. We don’t give volunteers’ phone numbers to clients, so if there is a last minute illness or other change of plan, the client cannot contact you to let you know. Many outings are in the evening or at weekends when the Artlink office is closed, so we can’t inform volunteers of last minute cancellations.
If you are unable to do an outing that you have agreed to, then it is very important that you let the Artlink office know as soon as possible, so that we can try to find another volunteer.
Please always allow plenty of time to get to your venue, to allow for traffic delays and parking.
On returning to a client’s home, please escort him/her to their own door, and make sure that they get in safely.
The Artlink office will contact you after your outing to find out how things went. This is your opportunity to let us know if you had any problems. We are here to help, and we want all of our outings to be relaxed and enjoyable, so it helps us to get your feedback, good or bad.
04 Accompanying Clients Who Are Wheelchair Users
You will learn more about accompanying a wheelchair user and management of wheelchairs at the Moving and Handling training session.
Here are some points to remember:
Always inform a person in a wheelchair what you are going to do –don’t just move them without first letting them know.
Push with care and consideration. Ensure smooth, gentle handling of the wheelchair, bearing in mind the sense of vulnerability some people may feel, particularly on ramps and round corners.
Never attempt to take someone in a wheelchair up or down more than one step, not even with help.
When going up a step or kerb, put your foot on the lever bar at the base of the frame to tilt the wheelchair backwards. When going down a step or kerb the wheelchair should be taken backwards.
When going up or down a ramp, keep the wheelchair as near to you as possible. Never go down a ramp forwards – your companion could slide out or the wheelchair could run away with you.
Always ensure the brakes are on before you leave someone in a wheelchair.
In case of difficulty, always ask for help. The public and venue staff are generally very helpful when asked.
05 Accompanying Clients Who Are Blind or Partially Sighted
People with a visual impairment have their own preferences as to how they like to be guided. If you are unsure, just ask them.
A blind or partially sighted person may be unaware of you as you approach, so say hello before you touch them in any way.
Don’t speak in a raised voice.
Take extra care when guiding through crowds.
Keep your eyes open for potential hazards, including steps and give the person you are guiding plenty of warning.
If the person you are guiding is taller than you, remember to look up – low doorways and low hanging branches are easily missed.
Let the person you are guiding know of any aid to mobility such as hand rails, banisters, etc.
If you need to leave a visually impaired person tell them that you are going to do so, so that they are not left talking to themselves.
06 Information for Volunteers with Cars
Use of Blue Badges
Many of our clients have their own Blue Badges which allow free parking.
Artlink also has two organisational Badges which we can lend out to volunteers for individual outings. We will do our best to ensure you have use of a Blue Badge whenever you are accompanying a client with limited mobility or a visual impairment.
Please familiarise yourself with the regulations covering the use of Blue Badges, and remember, if in doubt, DON’T park. WE REGRET WE ARE
UNABLE
TO COVER THE COST OF PARKING FINES
. However, if you feel a penalty notice has been issued unfairly we will appeal on your behalf.
With a Blue Badge
You may park free and without any time limit:
On parking spaces designated for Blue Badge holders.
At parking meters and pay and display on-street parking.
On single yellow lines.
On double yellow lines except where there is a loading restriction in force – normally indicated by one or two yellow lines on the kerb, at times shown on post-mounted signs.
You may not park:
On bus lanes (Greenways) during their times of operation
In Residents Only bays (permit parking) at any time
In bays reserved for taxis
Where it would be obstructive or cause a danger to others.
Please ensure the following:
That the client has his/her Blue Badge before setting off.
That the Badge is clearly displayed on your dashboard before leaving your car – badges can fall onto the floor as the car door is closed, so please double check.
That the Badge is displayed the right way round.
That the Badge is returned to the client at the end of the outing.
07 Outing Information and Expenses
Before every outing we will send you out an Outings Information Form. This has client details and details of the date and time of the outing. Usually, your tickets will be enclosed with this form. For example, you won’t need tickets to visit the museum or a free exhibition, but you will need them for a show, play or concert. For some cinema or exhibition visits we ask you to buy your ticket on the day and claim back the cost.
To claim expenses, please fill out the expenses form that we will provide you with. You must fill out the date and details of each outing on the form. You can use the expenses form for multiple expense claims, and you can submit it by post or email. Please submit expenses claims monthly or quarterly, and within the financial year (which runs from 1 April).
We will reimburse expenses for:
Mileage
Bus fares
Taxi fares
Parking fees
Ticket costs – e.g. at galleries or cinemas where tickets have not been pre-booked.
You are not expected to buy the person you are with ice cream, drinks or programmes etc. Clients should have their own money with them for these extras. Artlink can’t refund these expenses, so before you leave the house it’s a good idea to check with the person you are taking out, to see if they will need money during their outing.
08 Health and Safety
Artlink considers the promotion of health and safety measures a mutual objective of staff and volunteers. Artlink wishes to safeguard the health and safety of its volunteers and clients and endeavours to practice a policy of health and safety (a full copy of our policy is available on request).
As a volunteer for Artlink never under any circumstances attempt to do anything which may put yourself or the client at risk of injury. If in doubt, don’t do it!
Under no circumstances will you be expected to, or should you, attempt to lift, i.e. take the whole weight of your companion.
You will never be expected to provide personal care for a client. Unfortunately we are unable to provide our service to people who require assistance with their personal needs, e.g. toileting (unless accompanied by a carer or support worker). If a client needs some support to use the toilet, for example helping to manoeuvre a wheelchair or help getting in and out of a wheelchair, this will be discussed with you before the outing.
09 Safeguarding Vulnerable Adults
Artlink aims to ensure that vulnerable people are protected and kept safe from harm while they are with staff and volunteers. In order to achieve this we will ensure our staff and volunteers are carefully selected, trained and are all PVG checked by Disclosure Scotland.
It is possible that as part of your duties for Artlink you may come across a situation where you are concerned for a service user’s welfare or where a service user discloses information which you feel warrants further action.
When there are concerns or where a disclosure or allegation is made people often feel anxious about passing on the information to anyone else. Concerned individuals may ask themselves, ‘What if I’m wrong?’ and this may hold them back from taking action.
It is important for you to know that you are neither responsible for deciding whether abuse has occurred or not; nor responsible for conducting any investigations (this is the role of the appropriate authorities).
However, you do need to pass on any concerns you have to the Arts Access Coordinator as soon as this is possible.
There is not one simple set of rules to follow in responding to these situations, but in general:
It is important that you are aware that the first person who has concerns or encounters a case of alleged or suspected abuse is not responsible for deciding whether or not abuse has occurred. This is the role of the appropriate authorities.
You should report any suspicions you may have with regard to the abuse of a vulnerable adult to allow appropriate action to be taken.
It is important that you do not attempt to deal with the situation alone. If you have concerns of an adult being at risk of immediate harm and you cannot reach anyone at Artlink then you should contact Social Care Direct on 0131 200 2324.
A full set of Artlink’s guidelines, policies and procedures can be viewed at: www.artlinkedinburgh.co.uk/2015/03/artlink-policies-procedures
Password: artlink
10 Emergencies
If a client becomes unwell en route to the venue or on the way home you should take appropriate measures:
Either
Take the client home, inform support staff on duty, or if the client lives alone ask if there is someone they would like you to contact.
If a client becomes unwell at the venue: Or
Contact emergency services.
Inform theatre staff who will contact someone trained in first aid or phone for an ambulance if necessary.
If the client is well enough to travel, take them home, inform support staff on duty, or if the client lives alone, ask if there is someone you should contact.
You will always be given an emergency contact number on the Outing Information sheet. Please inform the Artlink office as soon as possible if you have an emergency during your outing.
Taking someone out is a big responsibility, and we know that you may be worried about how to cope if something goes wrong. Here are some examples of concerns and problems that volunteers sometimes face, along with solutions. If in doubt, get in touch with us!
11 Frequently Asked Questions
Q: I feel I am not being asked often enough to do outings.
A: Please just give us a call and we can go through our list of outings with you. We book well in advance so should be able to offer you future dates.
Q: I haven’t received the tickets for the outing.
A: Phone the Artlink office. You should receive the tickets and details of the outing about 10 days before the outing.
Q: I have lost the tickets!
A: Phone the office immediately. We will try to arrange for you to collect duplicate tickets at the venue. Please keep your tickets in a safe place when they arrive.
Q: There has been an emergency, and I have to cancel my outing.
A: Contact the Artlink office as soon as possible so that we can try to find another volunteer. If illness or another emergency means that you have to cancel at the last minute, please let the client know, and contact the Artlink office during office hours.
Q: My client has cancelled the outing.
A: A client may cancel an outing for a variety of reasons – for example illness, weather or other commitments. If this happens well in advance then we will usually try to re-use or refund their tickets, so your outing may be cancelled. We know this can be inconvenient and disappointing –please don’t take it personally!
11 Frequently Asked Questions (cont.)
Q: My client has cancelled the outing at the last minute.
A: If you phone someone on the day of the outing and they are unwell or do not want to go out, then please feel free to use the tickets yourself.
Q: The client and I did not hit it off.
A: Please do let us know. We want outings to be pleasant and stressfree, so it is better for everyone if clients and volunteers who don’t get on with each other don’t go out with each other!
Q: I am unhappy about something that happened during the outing.
A: Again, please let us know. We would much rather be aware of any issues so that we can ensure outings are an enjoyable experience for both volunteer and client.
Artlink Edinburgh & the Lothians
13a Spittal Street
Edinburgh
EH3 9DY
Telephone: 0131 229 3555
info@artlinkedinburgh.co.uk www.artlinkedinburgh.co.uk
@ArtlinkEdin