Volunteers Handbook
Contents
About DPV Health
DPV Health Vision
Volunteer Programs
Volunteer Engagement
Definition of Formal Volunteering
Volunteering Principles
Rights and Responsibilities
Code of Conduct
Recruitment Process
Volunteer Roles
Induction, Orientation and Training
Covid 19 - return to site induction record
Covid-19 Online Training Module
Hand Hygeine training module
PPE training module
Support and Supervision Policies
Welcome to DPV Health
Volunteers are an important part of our work in the community. DPV Health highly values our Volunteers for their generous time, commitment and dedication to work with our organisation and our clients. Our volunteers come from all walks of life, backgrounds, experiences and age groups. This group is reflective of our inclusive and diverse staff members and clients.
We have volunteering opportunities in a range of activities from driving our buses so that clients are transported to our sites or to outings, to working with our social support groups, walking and water exercise groups, Foodbank programs, disability support programs or making contact with those in our community who may be isolated.
We also want your experience with us to be fulfilling and worthwhile, so we have worked hard to ensure we provide you with the best support possible. This includes training, creating a great mix of volunteering opportunities to suit different interests, and ensuring our volunteer program management is top class – in short, we help you to help us.
This information booklet will get you started. It is full of useful details and advice. Additionally, if you have questions, please do not hesitate to contact our Volunteer Coordinator Nicola Matthews.
As you begin your journey with us, please accept the appreciation DPV Health Board, Executive and staff and all our grateful clients. It is inspiring to have our volunteers as champions as you help to build a strong and connected community.
Volunteers have been an integral part of DPV Health for over 45 years. Our volunteer workforce has made a significant contribution to our ability to meet the community’s health needs. DPV Health consider volunteers to be a core part of the organisation and recognises the significant contribution that they make to our success.
Don Tidbury CEO DPV Health
About Us
DPV Health is the largest not for profit primary healthcare providers in North Metro Victoria. We are an inclusive organisation that celebrates the diversity of all people within our communities. We are passionate about helping to support people to lead happy healthy lives. We are dedicated to working with the Aboriginal and Torres Strait Islander, disability, LGBTIQA+, and newly arrived communities.
DPV Health is committed to the Victorian Child Safe Standards in policy an in practice, to promote and protect the best interests of all children involved in our services.
Our professional staff deliver a wide variety of clinical, support and community services that focus on integrated health promotion, treatment and prevention of illness and injury. These include medical, children and adult NDIS and disability, elder and senior, and dental services.
We also deliver a wide range of health and wellbeing services including:
> Occupational Therapy
> Physiotherapy
> Diabetic Nurse Education
> Dietetics & Nutrition
> Exercise Physiology
> Podiatry
> Psychology
> Refugee Health
> Speech pathology
> Counselling
> Homelessness
> Family violence
> Chronic disease
> Women’s health
> Dental Services
> Medical Practice
> Early Childhood Intervention Services
Vision
Our vision is “A healthier and connected community, with excellent care for all.”
Volunteer Program Goal
Our volunteers play an important role in helping us achieve our vision.
DPV Health’s organisational-wide Volunteer Program demonstrates sustainability, innovation and best practice in volunteer management and health promotion.
Goal
To establish an innovative and integrated Volunteer Program that furthers our organisational objectives. Objectives
1. Improve the wellbeing of clients, volunteers and broader community
2. Create meaningful roles and responsibilities for community volunteers
3. Have robust partnerships that diversify funding options and referral pathways
Definition of Formal Volunteer
Volunteering is time willingly given for the common good and without financial gain. The term ‘volunteering’ covers a wide diversity of activities in Australian society. It includes formal volunteering that takes place within organisations including institutions and agencies.
Consideration of the term volunteering needs to also note best practice guidelines. Volunteering should not be exploitative, or be used to replace paid employment. While volunteering provides substantial benefits to the community, importantly it also provides significant benefits to the volunteers themselves. The personal benefits of volunteering need to be recognised and fostered.
DPV Health Values
We’re an inclusive, kind and innovative healthcare organisation that makes a difference to the lives of people in Melbourne’s Northern suburbs.
Our values make every day better, brighter and allow us to deliver extraordinary service to our clients every time.
INCLUSION
We create an equal and more respectful world by making space and standing with people of all backgrounds.
INTEGRITY
Our ethics, fairness and transparency drive actions and outcomes that we can all feel proud of.
EXCELLENCE
We believe in extraordinary service and we achieve it by going the extra mile to help others.
INNOVATION
We look to a better and brighter tomorrow to shape the potential today.
COLLABRORATION
We work together to nurture the ideal conditions for our community to thrive.
Volunteering Principles
At DPV Health, we endorse the following principles of Volunteering, as developed by Volunteering Australia:
ï Volunteering benefits the community and the volunteer
ï Volunteering is always a matter of choice
ï Volunteering is an activity that is unpaid and not undertaken for the receipt of salary, pension, government allowance or honorarium
ï Volunteering is a legitimate way in which citizens can participate in the activities of their community
ï Volunteering is a vehicle for individuals or groups to address human, environmental and social needs
ï Volunteers do not replace paid workers nor constitute a threat to the job security of paid workers
ï Volunteering respects the rights, dignity and culture of others
ï Volunteering promotes human rights and equality
For more information about the definition and principles of volunteering, contact:
Volunteering Australia Inc.
Level 2, 202 City Walk Canberra 2601
www. volunteeringaustralia.org
Rights and Responsibilities
Unlike paid staff, volunteers are not covered by awards or work-place agreements. Volunteers however do have rights and DPV Health endorses the following as the basic rights of a volunteer as stated by Volunteering Australia.
DPV HEALTH Volunteers have the right:
ï To work in a healthy and safe environment.
ï To be interviewed and engaged in accordance with equal opportunity and anti-discrimination legislation.
ï To be adequately covered by insurance.
ï To be given accurate and truthful information about DPV Health
ï To be given a copy of the DPV Health Volunteer Handbook.
ï Not to fill a position previously filled by a paid worker.
ï Not to do the work of paid staff during industrial disputes.
ï To have a role description and agreed hours.
ï To have access to a grievance procedure.
ï To be provided with orientation to the organisation.
ï To have your confidential and personal information dealt with in accordance with the principles of - The Privacy Act 1988 and the Privacy and Data Protection Act 2014 (Vic)
ï To be provided with induction, orientation and training appropriate to the role.
DPV Health Volunteers have a responsibility:
ï To understand and agree to abide by the relevant DPV Health policies.
ï To understand what constitutes unacceptable behaviours and know that these will not be tolerated.
ï To respect the privacy and confidentiality of
ï Information received whilst engaged as an DPV Health Volunteer.
ï To adhere to the requirements described in the volunteer role description.
DPV Health Volunteers also need to advise the Supervisor promptly:
ï Of any issues or OH&S concerns related to the volunteering activity.
ï Of changes to contact details or if they can no longer volunteer.
Code of Conduct
All DPV Health clients, contractors, volunteers and visitors are expected to show mutual respect towards each other, and demonstrate appropriate behaviours to maintain a positive and safe environment for all and are expected to comply with the DPV Health Code of Conduct.
Respect
ï Respect the nationality, ideas, beliefs, opinions, ethnicity, culture, religion, gender and age of fellow clients, students and staff.
ï Express ideas and opinions in ways that do not offend others.
ï Respect all property and equipment while engaged in DPV Health activities and programs.
Behaviour
Be polite and courteous at all times.
Safety
ï Comply with DPV Health safety procedures at all times.
ï Report hazards or unsafe practices to DPV Health staff immediately.
ï Do not bring hazardous, dangerous or illegal goods into DPV Health premises.
ï Do not engage in physical, verbal, psychological, emotional, aggressive and/or inappropriate behaviour.
Recruitment Process
Volunteer roles are advertised on our website, social media or referred by a registered volunteer. Prospective volunteers either call us directly or send emails to enquire for an opportunity to volunteer with us.
Who volunteers?
Anyone who has a skill, talent and the time to give towards enhancing the delivery of a program or activity offered by DPV Health.
Volunteering also provides opportunities for people who are also looking for relevant experience as part of their studies or to gain further experience to enhance career options.
Our volunteers participate in many activities including:
ï Driving a mini bus or bus for social support programs of our Planned Activity Groups in the community
ï Assisting staff in the Social Support Groups at Farm Vigano, South Morang.
ï Foodlink Program, Assist with collecting food donations, making hampers and distribution
ï Training to be a group leader in our self support activities; including
ï Water exercise or walking groups
ï Administrative support roles; e.g. mail outs, taking minutes at a meeting, helping to plan events for the volunteers
ï Participating in community safety programs such as the Community Register by making weekly calls to older, isolated people to check on their wellbeing.
Organisational Structure
You will be inducted by the Volunteer Coordinator and your program Team Leader.
If you have any queries or need to make contact, here are the people to contact.
Student Placement and Volunteer Coordinator
0447 042 027 volunteers@dpvhealth.org.au
Chief People & Culture Officer
Volunteer Coordinator
a Volunteer
A meeting with the volunteer coordinator is scheduled to discuss your volunteer interests and learn what roles are available. If you are interested then we proceed to;
ï Discuss the criteria and tasks required for the role
ï Provide Referrals
ï You will be required to meet the following selection criteria before you begin
ï Reference checks
ï Police checks
ï Working With Children’s Check
ï Child Safety, mandatory reporting (on line training) if working with children
ï Food Handling (where required for role)
ï Current Full Victorian driver’s licence for all volunteers who will be driving DPV Health vehicles and mini buses
ï Commitment to DPV Health , the services we provide and to our community
ï Understanding and signing of DPV Health Confidentiality, Privacy and Security Agreement
ï Understanding and signing of the Code of Conduct
your contact details, information of a person to contact in an emergency and medical conditions.
This is for our use only and will be kept in a secure locked filing cabinet.
Volunteers will be provided with a volunteer information pack containing:
ï Role description – each has different requirements and training
ï Volunteer policy
ï Volunteer rights and responsibilities
ï Explanation of complaints, conflict resolution and disciplinary procedure
ï Near miss/incident forms
ï Statements on confidentiality and duty of care
ï DPV Health Code of Conduct
ï Consent form for photograph to be taken to receive an identification badge which is required to be worn at all times when working
Getting Started
Your Volunteer Coordinator or staff supervisor will conduct a site induction which includes:
ï Where equipment and supplies are kept
ï First Aid facilities
ï Where to park cars or bicycles
ï Where to get a drink when you need it
ï The toilets
Training
DPV Health recommends all staff and volunteers attend:
First Aid and CPR (Cardiopulmonary resuscitation) training. The course is free to all volunteers.
Manual Handling Training for volunteers driving the buses and participating in the Foodbank programs.
Peer Exercise leaders are required to have up-to-date instructor training and CPR update annually. Additionally, Warm water peer exercise leaders require musculoskeletal training.
What You Can Expect from Us
Whilst at DPV Health you can expect to:
ï Be treated with respect and equal to others
ï Receive help and/or training for you to learn and develop skills
ï Be given tasks that match your interests and skills
ï Be provided with safe working conditions
ï Be protected by insurance
ï Be thanked and recognised for volunteering
What DPV Health Expects from You
All volunteers are expected to:
ï Treat everyone with respect, be polite and well behaved
ï Follow the rules and procedures
ï Ask, if there is anything you don’t understand
ï Follow to the Codes of Conduct
ï Work together and get along with other volunteers and staff
ï Be reliable, and let relevant people know if you can’t come / will be late
ï Ask for support when needed, talk about any concerns you may have
ï Let us know whether you have any medical conditions we should know about
ï Supply a fit to Return to Work certificate when returning to volunteering after a period of illness or hospital stay.
ï Notify the Volunteer Coordinators of change of address or phone number
ï Notify by writing when taking leave or resigning form volunteering
Volunteers may choose to leave at anytime. We ask for as much notice as possible.
We also reserve the right to terminate a position if for justifiable reasons, the person is considered unsuitable for the role or, to find a role which better suits the volunteer.
Concerns and Complaints
Refer to our Complaints and Disputes Resolution Policy 2025.
From time to time, issues and complaints will occur– if this happens we would like to try to resolve this as soon as possible.
If you have a concern or a complaint, you can:
ï Speak to the Volunteer Coordinator
ï Or Chief People & Culture Officer
Conduct
A Code of Conduct Policy must be signed before commencing your volunteer placement.
Volunteers are expected to follow Codes of Conduct. Inappropriate behaviour may lead to disciplinary measures. Examples are:
ï Bad language / abusive behaviour directed at anyone
ï Breach of trust
ï Neglect of duties and responsibilities
ï Continuous failure to attend or lateness
ï Theft or inappropriate use of property
ï Physical violence
ï Use of alcohol or illegal drugs while undertaking volunteer duties
ï Committing a criminal offence while undertaking volunteer duties
Privacy
From time to time your clients may share contact details and health related information – it is important that this information is stored securely, and NOT distributed unless consent has been given. This information is only to be used for the purpose for which it was collected. For clarification, discuss with the Volunteer Coordinators or Staff member in your program.
Dress code
Volunteers need to dress appropriately for their duties. Comfortable and neat dress is appropriate for most volunteer roles. Drivers are required to wear closed shoes.
Safety
If you see something that you think is unsafe, please alert a staff member.
Emergency procedures in case of an emergency
DPV Health staff will familiarise you with safety practices and emergency procedures adopted by the site where you are working from.
Specific emergency procedures apply to particular volunteer roles based on the nature and location of activities. These specific procedures are attached with the Role description.
An exit interview will be conducted to allow volunteers to give valuable feedback to the organisation.
very happy and positive experience. The handbook, is a very good guideline to assure all new Volunteers have some help to begin the new journey of volunteering. Some aspects pointed out are Confidentiality, Respect, and keeping within the DPV health programs guidance. We are expected at all times to remember we are representing DPV Health.
Medical Services
Doctor/GP Services
Women’s Heath Hub
Family Planning
Immunisation & Vaccination
Chronic Disease Management
All Other Medical Services
Mental Health
Counselling, Psychology & Social Work
Newbold Mental Health Program
Men’s Behaviour Change Program
HeadtoHealth
Child & Youth
Early Childhood Intervention
Children’s Physiotherapy
Children’s Audiology
Children’s Occupational Therapy
Children’s Dietetics
Children’s Speech Pathology
Community Asthma Program (CAP)
Pathways to Good Health
Dental Services
Public Dental Services
ordable Private Dental
Oral Health Program
Disability Services
NDIS & Disability Services
Understanding NDIS
Adult Community Options
Support Coordination
Teen & Young Support
Social Support Programs
Community Support
Aboriginal & Torres Strait Islander
Asthma Program
Health Nursing
Refugee Asylum Seeker
LGBTIQ Community Services
Homelessness Service
Healthy Mothers,
Healthy Babies
Pathways to Good Health
School Focused Youth Service
Physical Health
Audiology
Physiotherapy
Speech Pathology
Exercise Physiology
Nutrition and Dietetics
Occupational Therapy
Podiatry
Diabetes Nurse Education
Aged Care
65+ Medical Services
Community Phone Connect Program
Home Care Packages
Social Support Programs
Hospital Admission Risk Program
Aged Care Assist