Volunteer Handbook

Table of Contents

Welcome

You are a Part of Our Team, Our Mission & Vision About Hammer & NER What You Can Expect

Volunteer Policies

Overall Policy on Use of Volunteers Role of the Volunteer Resources Department Definition of ‘Volunteer’ Relatives as Volunteers

Staff as Volunteers Service at the Discretion of the Organization Volunteer Rights and Responsibilities Scope of Volunteer Involvement

Volunteer’s Role in Case of an Emergency Volunteer’s Role in a National Health Crisis

Volunteer Management Procedures

Maintenance of Records Confidentiality Dress Code Drug-Free Workplace Smoking Violence in the Workplace

Harassment Relationships

Volunteer Recruitment and Selection Position Descriptions Recruitment Interviewing

Criminal Records Check Driver’s License Check

Cell Phone Usage

Placement

Staff Participation in Interviewing and Placement Acceptance & Appointment Re-assignment Leave of Absence

Volunteer Training and Development Orientation

Volunteer Training Staff Involvement in Orientation & Training

Volunteer Involvement in Orientation & Training Continuing Education

Volunteer Supervision Requirement of a Supervisor Volunteers as Volunteer Supervisors Volunteer-Staff Relationships Volunteer Management Training for Staff

Absenteeism Corrective Action Resignation

Volunteer Support and Recognition Reimbursement of Expenses Insurance Recognition

Welcome to Hammer & NER

Dear Volunteer,

Welcome to Hammer & NER and thank you for joining us! You will find that Hammer & NER is an organization that has established an outstanding reputation for quality service. Credit for this goes to not only our staff but to each and every one of our volunteers. We hope you will also find satisfaction and take pride in your time spent here.

This Handbook provides answers to most of the questions you may have about Hammer & NER’s programs, as well as the organization’s policies and procedures that we abide by - our responsibilities to you and your responsibilities to Hammer & NER. If anything is unclear, please discuss the matter with the staff, your supervisor, or contact one of us.

In addition to clarifying responsibilities, we hope that this Volunteer Handbook also gives you an indication of Hammer & NER’s interest in the welfare of all who volunteer here. Therefore, you are responsible for reading and understanding this Volunteer Handbook.

From time to time, the information included in our Volunteer Handbook may change. Every effort will be made to keep you informed through suitable lines of communication.

There are many reasons people choose to volunteer their time and talents to an organization. Be it personal values, social interaction, building skills or career development opportunities, Hammer & NER is committed to doing its part to assure you of a satisfying volunteer experience.

We extend our best wishes to your success and happiness at Hammer & NER.

Welcome to the Hammer & NER family!

Cathy Thoma, CVA Director of Volunteer Resources

Greenberg Volunteer Coordinator

Lisa

You Are Part of Our Team . . .

As a member of Hammer & NER’s team, you will be contributing your talents and energy to improve the environment and quality of our organization, as well as the people we support. In return, you will be given opportunities to grow and enrich your well-being each and every time you volunteer.

At Hammer & NER, we always put safety first. We believe it is our duty to provide you with as safe an environment as possible. For your protection, we have an inhouse safety inspection program. We also have a mandatory criminal background check and driver’s license background check for all volunteers and staff that work directly with the individuals served by Hammer & NER.

We welcome all to volunteer with Hammer & NER. No one will be denied opportunities on the basis of age, sex, gender, color, race, creed, national origin, religious persuasion, marital status, political belief, sexual orientation or disability that does not prohibit performance of essential job functions; nor will anyone receive special treatment for those reasons.

The Volunteer Department Mission

Through the support of volunteers, we will seek to build relationships and connect resources with the individuals we support and staff as a means of growing the work and mission of Hammer & NER.

Our Vision

1. To consistently make connections with the individuals we support, staff, and volunteers in order to determine how needs can be fulfilled by the volunteer department

2. To effectively screen and prepare volunteers for their positions

3. To have volunteers be an integral part of the infrastructure of Hammer & NER

4. To develop and recognize our volunteers

About Hammer & NER

Our Mission Statement

Our mission is to provide people with intellectual and other disabilities the opportunity to live life to its fullest.

Our Shared History

Alvina Hammer believed children with disabilities had the right to lead full lives in a nurturing environment. In 1923, she opened the Hammer school which later evolved into Hammer Residences, providing supportive services and housing to adults with developmental disabilities.

Likewise, in 1971 a group of people in the northeast metro area, who worked with children with developmental disabilities, had a vision for a place where they could be cared for and flourish. In 1973, that vision was realized when Northeast Residence, Inc. opened its doors in a former convent.

You can learn more by visiting our website, Hammer.org

Hammer & NER Today

We currently serve approximately 275 individuals with developmental disabilities who reside in 35 homes and 9 apartment complexes in the western metro of the Twin Cities. In addition, we provide services to more than 1,500 adults through customized support services. With the acquisition of NER, we have an additional 25 homes serving 100 individuals in 19 different communities in the Northeast.

Hammer & NER in the Future

As we look to the future, we will need to rely on fund-raised dollars and be less reliant on government dollars as the state and federal budgets fluctuate. We are continually innovating to enhance our services that enrich the lives of those we support, continuing our life-long passion of quality services and support. You are an important part of this goal.

What YOU Can Expect from Hammer & NER

Hammer & NER volunteers have the right

to:

1. Be assigned appropriate assignments according to skill, interests, availability, and training.

2. Be trusted with confidential information that will help carry out assignments.

3. Be given appropriate formal and informal expressions of appreciation and recognition.

4. Receive orientation, training, and supervision for the jobs they accept and know why they are being asked to do a particular task.

5. Expect that your time will be well spent by proper planning, coordination and cooperation within the organization.

6. Discuss any problem with staff at Hammer & NER; receive prompt and fair adjustment of any complaints that may arise.

7. Expect their individual records will be respected and protected, and all volunteers will be treated with courtesy and consideration.

8. Have all of these done in a spirit of friendliness and cooperation so that Hammer & NER will continue to be known as “a great place to volunteer!”

Volunteer Policies

Overall Policy on Use of Volunteers

The achievement of the goals of this organization is best served by the active participation of the individual we support, their staff, and citizens of the community. To this end, the organization accepts and encourages the involvement of volunteers at all levels in the organization and within all appropriate programs and activities. All staff and the individuals we support are encouraged to assist in the creation of meaningful and productive roles in which volunteers may serve and can assist in recruitment of volunteers from the community.

Role of the Volunteer Resources Department

The productive use of volunteers requires a planned and organized effort. The function of the volunteer resources department is to provide a central coordinating point for effective volunteer involvement within the organization, and to direct and assist staff and volunteer efforts jointly to provide more productive services. The department shall also bear responsibility for maintaining liaison with other volunteer programs in the community and assisting in community-wide efforts to recognize and promote volunteering. The Volunteer Resources Department shall bear primary responsibility for planning for effective volunteer deployment, for assisting staff in identifying productive and creative volunteer roles, for recruiting suitable volunteers, and for tracking and evaluating the contribution of volunteers to the organization.

Definition of ‘Volunteer’

A “volunteer” is anyone who without compensation or expectation of compensation beyond reimbursement of approved expenses incurred in the course of his or her volunteer duties performs a task at the direction of and on behalf of the organization. A “volunteer” must be officially accepted and enrolled by the organization prior to performance of the task.

Relatives as Volunteers

Relatives of clients may also serve as volunteers and may be placed in a position of direct service or relationship to members of their family who are receiving services.

Staff as Volunteers

Staff can serve as volunteers as long as it is not part of their paid position description.

Service at the Discretion of the Organization

The organization accepts the service of all volunteers with the understanding that such service is at the sole discretion of the organization. Volunteers agree that the organization may at any time, for whatever reason, decide to terminate the volunteer’s relationship with the organization or to make changes in the nature of their volunteer assignment.

A volunteer may at any time, for whatever reason, decide to end the volunteer’s relationship with the organization. Notice of such a decision should be communicated as soon as possible to the Director of Volunteer Resources.

Volunteer Rights and Responsibilities

Volunteers are viewed as a valuable resource to this organization, its staff and those we support. Volunteers shall be extended the right to be given meaningful assignments, the right to be treated with respect, the right to effective supervision, the right to full involvement and participation, and the right to recognition for work done. In return, volunteers shall agree to actively perform their duties to the best of their abilities and to uphold the values, goals and procedures of the organization.

Scope of Volunteer Involvement

Volunteers may be involved in all programs and activities of the organization, and serve at all levels of skill and decision making.

Volunteer’s

Role in Case of an Emergency

When a community disaster occurs and you are out with an individual Hammer & NER supports, proceed as follows within your role as a Hammer & NER Volunteer:

>> Direct Service Volunteers

Refer to the back of your Volunteer ID Card and contact the Emergency E-Cellphone at 612-710-1894.

The assigned Crisis Manager (who will answer the E-Cellphone) will instruct you on how to proceed.

If you are unable to reach anyone due to the magnitude of the disaster, you are expected to cooperate with local disaster authorities.

>> All Volunteers

In the case of a community wide emergency related to a disaster - you may have the opportunity to volunteer to assist with meals, shopping for basic needs, and more.

You would be contacted by the assigned Crisis Manager or our Volunteer Resources Department regarding expected protocol and special instructions.

Volunteer’s

Role in Case of a National Health Crisis

When a global, national or community health crisis occurs, Hammer & NER’s Director of Volunteer Resources, in conjunction with Hammer & NER’s executive leadership, will issue a statement and/or plan of action to navigate the crisis, with ongoing updates as warranted. Volunteering in person will be temporarily suspended until further information is available and the health and well-being of all staff and the individuals we support is assured. Guidance from the CDC along with community healthcare leadership, will determine when it is safe for volunteers to return to their roles. Volunteers will be required to follow any safety guidelines established by Hammer & NER’s senior leadership.

>> All Volunteers

You may have the opportunity to volunteer to assist with meals, shopping for basic needs, and more. Communication will be sent out on an ‘as needed’ basis from the Volunteer Resources department.

Volunteer Management Procedures

Maintenance of Records

A system of records will be maintained on each volunteer, including dates of service, positions held, duties performed, feedback, and awards received. Volunteers and appropriate staff shall be responsible for submitting all appropriate records and information to the Volunteer Resources Department in a timely and accurate fashion.

Volunteer personnel records shall be treated confidentially.

Confidentiality

Volunteers are responsible for maintaining the confidentiality of all proprietary or privileged information to which they are exposed while serving as a volunteer, whether this information involves an individual or the overall business of the organization.

Failure to maintain confidentiality may result in termination of the volunteer’s relationship with the organization or other corrective action.

Dress Code

Volunteers shall dress appropriately for the conditions and performance of their duties.

Drug-Free Workplace

Hammer & NER prohibits use, possession, sale, purchase, manufacture, transfer, or being under the influence of alcoholic beverages, illegal drugs, abuse of prescription drugs, or other intoxicants at any time while on Hammer & NER’s business.

Smoking

Smoking is allowed in designated areas. Smoking is strictly prohibited while transferring residents in your vehicle.

Violence in the Workplace

It is Hammer & NER’s commitment to ensure a safe and healthy environment for everyone. Violence in any form is unacceptable. A violation of this policy will be considered unacceptable and will result in dismissal.

Harassment

Hammer & NER intends to provide a volunteer environment that is pleasant, healthful, comfortable, and free from intimidation, hostility or other offenses which might interfere with volunteer performance.

Harassment of any sort - verbal, physical, and visual - will not be tolerated.

Volunteers are responsible for keeping our volunteer environment free of harassment. Any volunteer, who becomes aware of an incident of harassment, whether by witnessing the incident or being told of it, must report it to the Director of Volunteer Resources or any officer of Hammer & NER with whom you feel comfortable. When Hammer & NER becomes aware that harassment might exist, it is obligated by law to take prompt and appropriate action, whether the victim wants the agency to do so or not.

Relationships

The success of Hammer & NER depends upon the quality of the relationships between Hammer & NER, our volunteers, our staff, the people that we provide services for, and the community. In a sense, regardless of your position, you are a Hammer & NER ambassador.

Here are several things you can do to help give those we support a good impression of Hammer & NER:

1. Act competently and deal with people in a courteous and respectful manner. This includes all staff, individuals and other volunteers regardless of their age, sex, gender, color, race, creed, national origin, religious persuasion, marital status, political belief, sexual orientation or disability.

2. Communicate pleasantly and respectfully with other volunteers at all times.

3. Follow up on requests and questions promptly, provide businesslike replies to inquiries and requests, and perform all duties in an orderly manner.

4. Take great pride in your volunteering and enjoy doing your very best.

These are the building blocks for your and Hammer & NER’s continued success. Thank you for adding your support!

Volunteer Recruitment and Selection

Position Descriptions

Volunteers require a clear, complete, and current position description of the duties and responsibilities of the position which they are expected to fill. All position descriptions shall include a description of the purpose and duties of the position, a designated supervisor and worksite, a timeframe volunteering, a listing of volunteer qualifications, and a description of volunteer benefits.

Recruitment

Volunteers shall be recruited by the organization on a pro-active basis, with the intent of broadening and expanding the volunteer involvement of the community. Volunteers shall be recruited without regard to sex, gender, disability, age, race, sexual orientation or political affiliation. The sole qualification of volunteer recruitment shall be suitability to perform a task on behalf of the organization, ability to regularly volunteer their time, as well as pass a criminal background check and driver’s license check, if driving is a requirement of the volunteer position. Volunteers may be recruited either through an interest in specific functions or through a general interest in volunteering which will later be matched with a specific function.

Interviewing

Prior to being assigned or appointed to a position, all volunteers will be interviewed to ascertain their suitability for and interest in that position. The interview should determine the qualifications of the volunteer, their commitment to fulfill the requirements of the position, and should answer any questions that the volunteer might have about the position. Interviews may be conducted either in person, phone, or e-mail.

Criminal Records Check

All volunteers who will be spending unsupervised time with those we support must submit a background criminal record check, which includes fingerprinting. Volunteers who do not agree to the background check may be refused a one on one assignment.

Driver’s License Check

Volunteers who will be driving anyone we support must present and maintain a valid driving license and a driving record acceptable to our insurer. You will be asked to submit a copy of your vehicle insurance to Hammer & NER. Any changes in the volunteers driving record must be reported to Director of Volunteer Resources immediately.

Cell Phone Usage

Cell phone usage is strictly prohibited while driving when transporting volunteers, employees or individuals served by Hammer & NER.

Placement

In placing a volunteer in a position, attention shall be paid to the interests and capabilities of the volunteer and to the requirements of the volunteer position. No placement shall be made unless the requirements of both the volunteer and the supervising staff can be met: no volunteer shall be assigned to a “make-work” position and no position should be given to an unqualified or uninterested volunteer.

Staff Participation In Placement

Final assignment of a potential volunteer will not take place without the approval of appropriate staff.

Acceptance and Appointment

Notice of acceptance will be given by an authorized representative of the organization, who will typically be the Volunteer Resources staff. No volunteer shall begin performance of any position until they have been officially accepted for that position and have completed all the necessary screening, orientation, and paperwork.

Re-assignment

Volunteers may choose to accept a different or another opportunity. At that time, any screening and/or training that needs to be completed shall be done before the re-assignment.

Leave of Absence

At the discretion of the Volunteer Resources Department, leaves of absences may be granted to volunteers. This leave of absence will not alter or extend the previously agreed upon ending date of the volunteer’s term of service, if one has been agreed to previously.

Volunteer Training and Development

Orientation

All volunteers will receive an online general orientation that will entail Hammer & NER’s Confidentiality & Data Privacy Policy, Social Media Policy and Mistreatment of Vulnerable Adults Reporting Policy, as well as highlights from the Volunteer Handbook.

Volunteer

Training

Volunteers will receive specific training to provide them with the information and skills necessary to perform their volunteer assignment. The timing and methods for delivery of such training should be appropriate to the complexities and the demands of the position and the capabilities of the volunteer.

Staff Involvement in Orientation and Training

Staff who will be in a supervisory capacity to volunteers shall have primary responsibility for the training and supervision of those volunteers assigned to the individuals they support.

Volunteer Involvement in Orientation and Training

Experienced volunteers should be included in the design and delivery of volunteer orientation and training if possible.

Continuing Education

Volunteers are encouraged to attend additional trainings and educational opportunities with the organization to assist in their personal and educational growth. Volunteers may attend trainings outside or within the organization at Hammer & NER’s expense with the prior approval of the Volunteer Resources Department.

Volunteer Supervision

Requirement of a Supervisor

The Volunteer Resources Department is responsible for the management of volunteers within the organization. However, the staff that works directly with the volunteers will be responsible for relaying relevant information regarding the assigned role, reviewing expectations and other pertinent details along with scheduling volunteer visits, in the case of direct support volunteers.

The staff will also keep the Volunteer Department updated with any changes or relevant information that may have occurred during a volunteer’s shift. Special Events volunteers will receive confirmation of their role at the event via the Volunteer Resources Department and will be trained for their role at the event by assigned staff.

Other volunteer roles will have a designated staff supervisor which will be relayed to the volunteer when the position is confirmed with the volunteer.

Volunteers as Volunteer Supervisors

A volunteer may act as a supervisor of other volunteers, provided that the supervising volunteer is under the direct supervision of the designated site or event Hammer & NER staff member.

Volunteer-Staff Relationships

Volunteers and staff are to be considered partners in implementing the mission of the organization, each having a shared but complementary role to play. It is essential to the proper operation of this relationship that each partner understands and respects the needs and abilities of the other.

Volunteer Management Training for Staff

An orientation on working with volunteers will be provided to all staff on an on-going, as-needed basis via PMIT training sessions and Manager’s meetings.

Absenteeism

Volunteers are expected to perform their duties on a regular basis. When expected to be absent, please inform the individual you volunteer with and the staff as far in advance as possible. Continued absenteeism will result in a review of the volunteer’s work assignment or term of service.

Corrective Action

In appropriate situations, corrective action may be taken for performance issues. Examples of corrective action include the requirement of additional training, reassignment of the volunteer to a new position, suspension of the volunteer, or dismissal from volunteer service within the organization.

Resignation

Volunteers may resign from their volunteer service with the organization at any time. It is requested that volunteers who intend to resign provide advance notice of their departure and a reason for their decision. Volunteers who leave will be asked to complete an exit interview, as feasible. The exit interview should ascertain why the volunteer is leaving the position, suggestions the volunteer may have to improve the position, and the possibility of involving the volunteer in some other capacity in the organization in the future.

Volunteer Support and Recognition

Reimbursement of Expenses

Volunteers may be reimbursed for their expenses incurred while volunteering with the individuals we support. Volunteers need to submit a receipt for reimbursement. Prior approval must be sought for anything over $25. Volunteers are not reimbursed for mileage accrued while volunteering, due to current tax laws.

Insurance

Volunteers are encouraged to consult with their own insurance company regarding the extension of their personal insurance to include community volunteer work. The volunteer’s vehicle insurance is the primary insurance carrier should something happen while volunteering with our organization. Hammer & NER’s insurance shall cover what the volunteer’s insurance did not cover; Hammer & NER’s insurance is secondary liability insurance.

Recognition

Recognition events will be conducted to highlight and reward the contributions of volunteers to the organization. This may include the Volunteer Spotlight, Community Partner Award, 1000 Hours Award, recognition on Hammer & NER’s social media platforms, Discoveries magazine, Happenings newsletter or external publications. All staff are responsible and encouraged to recognize the volunteers they work with directly on a regular basis throughout the year.