Longfield Volunteer Handbook

Community Hospice Care

You are incredible‌ Thank you for volunteering!

Fundraising. Driver - Patient & Shop. Reception.

Gardening. Refreshments. Kitchen.

Complementary Therapy. Counselling.

Bereavement. Shops. Warehouse. And More!

Charity No. 298627

Contents

7. The Principles of Involving Volunteers ………………………………….

8. Identification Badges ……………………………………………………………

9. Signing In and Out ………………………………………………………………..

10. Volunteering Hours ……………………………………………………………..

11. Dress Code …………………………………………………………………………..

12. Code of Conduct ………………………………………………………………….

13. Smoking ……………………………………………………………………………….

14. Personal Property ………………………………………………………………..

15. Car parking …………………………………………………………………………..

16. Commitment and Dependability ………………………………………

Page No 1 2 2 2 3-6 7 7 8 8 8 8 9 9 9 9 10

17. Keeping us informed …………………………………………………………..

18. Sickness and Holidays …………………………………………………………

19. Infection Control …………………………………………………………………

10 10 11

20. Socialising with Patients ……………………………………………………..

12

21. Hospice Computer System …………………………………………………

22. Confidentiality ……………………………………………………………………

23. Supervision and Support …………………………………………………….

24. Communication …………………………………………………………………..

25. Data Protection …………………………………………………………………...

26. Equal Opportunities …………………………………………………………….

27. Disclosure and Barring Scheme (DBS) ………………………………..

28. Reimbursement of Expenses ………………………………………………

29. Insurance …………………………………………………………………………….

30. Health and Safety ……………………………………………………………….

31. Lone Working ……………………………………………………………………..

32. Training and Education ……………………………………………………….

33. Fire Procedures …………………………………………………………………...

12 12 13 13 13 14 14 15 15 16 17 17 17

34. Policies ………………………………………………………………………………...

18

1. Welcome to Longfield …………………………………………………………..

2. Our Vision ……………………………………………………………………………...

3. Our Mission …………………………………………………………………………...

4. Our Values ……………………………………………………………………………..

5. Our History …………………………………………………………………………….

6. The Role of Volunteer Services ……………………………………………..

35. Issues of Concern ………………………………………………………………..

36. Complaints …………………………………………………………………………..

37. Statements to the Media …………………………………………………….

38. Social Media ………………………………………………………………………..

39. DWP Benefits ……………………………………………………………………….

40. Gifts ……………………………………………………………………………………..

41. Age Policy …………………………………………………………………………….

42. Other Ways You Can Help Us ………………………………………………

18 19 19 20 20 21 22 23

1

1. Welcome to Longfield Thank you for volunteering for Longfield. Our volunteers are highly valued and welcome participants in the Hospice team. On behalf of all staff and volunteers, we would like to welcome you.

The aim of this handbook is to provide you with advice and information about Longfield and the role of the volunteers who give their time to support our work. We hope it will help you to settle in and quickly feel part of the team.

However, if you do have any questions, please do not hesitate to contact your line manager, or one of the members of staff named below.

Fiona David – Head of HR & Volunteer Services Alison Edwards – Volunteer Services Advisor Sharon Banham - Volunteer Services Advisor Tina Cutler - Volunteer Services Advisor (Retail)

2

2. Our Vision Everyone touched by life-limiting illness has free care and support to live well from diagnosis to the end of life.

3. Our Mission Longfield supports adults in Gloucestershire who are living with any life limiting illness by: 

Providing free specialist care, support and advice from diagnosis to end of life



Enabling people to live well and die in their place of choice



Supporting families and carers, including bereavement



Sharing our specialist knowledge with others.

4. Our Values 

Professional



Accessible



Innovative



Supportive



Personalised

This is a special place to work and volunteer and we hope you will find your time with us to be enjoyable, rewarding, inspirational, stimulating and stretching.

We are a charity committed to ensuring people with life-limiting conditions in Gloucestershire live well, and have the best care at the end of life. We take that responsibility very seriously.

3

5. Our History Longfield (formerly Cotswold Care Hospice) was formed in 1987 by Barbara Curd, a health visitor from Nailsworth and Helen Hutchinson, a Macmillan Nurse in the area.

“I had one particular lady who had cancer and her husband went out in the morning, and I thought, gosh, there’s nothing for her. All she had was a plate of sandwiches and I thought, this is terrible. We ought to do something for her,” commented Barbara at the start of the campaign to develop a new service in Gloucestershire to support people with a life-limiting illness.

“I could see there was a terrible need which we could not fulfil in south Gloucestershire. There was nothing, nothing at all where patients could go. ” Helen Hutchinson, Co-Founder.

1988 Cotswold Care Project launches appeal to raise £500,000 to start a hospice.

1989 Longfield, on Burleigh Lane, a five-bedroom house with sizeable grounds was chosen as the ideal location and was purchased in mid-December.

The current building is still in the same location.

1990 Patron, HRH The Prince of Wales officially opened Cotswold Care Hospice’s Centre and continues to be the Hospice’s Patron.

“Nothing could give me greater pleasure than opening this hospice, because I feel the greatest possible admiration for the work of those who have managed to establish this.” HRH The Prince of Wales.

4

Longfield House purchased in 1989

Barbara Curd & Helen Hutchinson with HRH Prince of Wales at the opening of Cotswold Care Hospice 1990

1994 Cotswold Care Home Care service was introduced. A small team of volunteers started to provide end of life care in people’s homes.

1996 An extension on the building called the Turner Wing was completed and used to develop our Education programme.

1997 The Hospice opened its doors to patients with Multiple Sclerosis for the first time starting an MS Group. This group still meet monthly.

1999 Cotswold Care celebrated the opening of its first charity shop on Kendrick Street in Stroud.

1999

The Hospice at Home service started to operate 24 hours a day.

2003

Local gardening company Graduate Gardeners raised £27,000 by posing for a nude calendar.

2005

The Board of Trustees decided that in order to improve services and facilities a new purpose-built facility needed to be constructed at a cost of £2.3 million.

2006

Local actress and author Sheila Hancock (wife of the late John Thaw) launched a public capital appeal to raise the money needed to build the building.

35

2007

The first foundation stone of the new facility is laid by Lady Apsley.

The final money needed to secure the build was through a Department of Health grant.

Lady Apsley, Babara Curd and former Hospice chairperson Anne Gregory at the laying of the foundation stone

2008

HRH the Prince of Wales opened the new centre on 22nd December

2010

An extension on the building called the Garden Room was completed thanks to another Department of Health grant. This provided more space for our day therapy patients.

2013

Following a Department of Health grant and a public capital appeal our Creative Therapy Room was built. This doubled the space of our previous art room and enabled us to develop creative therapies such as creative writing and music.

6

2013

Our Patron, HRH The Prince of Wales officially opened our Creative Therapy Space as well as our new Therapeutic Garden.

2015

Following months of research with patients, families and referrers, Cotswold Care Hospice becomes Longfield and embarks on developing a wider range of services to be delivered across the county, in the community. The word 'hospice' is dropped because of the misconceptions people have about what hospices do and the negative impact this has on many people's preparedness to use our services.

2016

The first outreach groups are held in community venues around Gloucester offering Art for Health and specialist help with Fatigue & Breathlessness and with bereavement.

2017

Outreach groups are held in Cirencester for the first time.

2018

First trial of offering services outside normal office hours, especially to improve access to patients and carers who are still in employment.

7

6. The Role of Voluntary Services It is the responsibility of the Volunteer Services team to develop and co-ordinate a quality, integrated voluntary service for Longfield, to recruit and place volunteers to the best effect, and to direct and monitor volunteer activity, as appropriate.

At the time of writing there are approximately 154 volunteers based at Minchinhampton, 289 in our retail shops. In addition, there are a number of fundraising support groups in our community running their own activities and events on our behalf.

7. Principles of Involving Volunteers As a charity, Longfield relies on the community it serves for financial and voluntary support. It seeks to involve volunteers in providing a range of services which complement the professional care and support services we provide by: 

Enhancing and extending the care given by its professional staff to patients and their families



Enhancing and extending the customer care offered to our donors, customers and supporters in fundraising and retail



Providing a wealth of skills, experience and new perspectives



Increasing our contact with the community we serve, particularly as ambassadors and fundraisers



Applying and developing good practice as set out in the volunteer policy.

Longfield attracts, develops and retains skilled and experienced volunteers by making volunteering a rewarding and valued experience.

All staff work closely and positively with volunteers at all levels, recognising their skills and contributions.

8

8. Identification Badges Identification badges are provided and we ask that when you are volunteering you wear your badge at all times. This will enable staff, other volunteers and particularly patients, visitors, customers and the public to identify you.

If you lose your badge, please contact your manager or the Volunteer Services team as soon as possible and we will arrange a replacement.

9. Signing In and Out It is vital that we know your whereabouts in case of fire or any other emergency. Shop volunteers should follow the procedure for their respective shop.

At the Hospice, volunteers should sign in at the beginning of their session and sign out at the end at Reception.

10. Volunteering Hours The hours you will be asked to volunteer will depend on the department in which you volunteer. These can be variable or fixed times and will be agreed with you and your manager or the Voluntary Services team.

11. Dress Code Please dress comfortably and appropriately. If you are volunteering with patients, please bear in mind that some treatments can make people sensitive to smell so try to avoid perfume/aftershave.

If personal protective clothing or equipment is provided to enable you to do your tasks safely, please make sure that you wear and use it. We have a dress code policy which we ask you to adhere to.

9

12. Code of Conduct As a volunteer we hope you will be a good ambassador for Longfield and ask for any information you need to support you. The way that you present yourself while volunteering is important and we ask you to conduct yourself with this in mind.

We involve volunteers to help us provide a high quality service and you have been handpicked for your role – be proud of your achievement in being offered this opportunity and make the most of it.

We expect you to volunteer in a professional manner and to behave respectfully, considerately and with integrity at all times. We are all responsible for maintaining the good reputation of the Hospice.

13. Smoking Longfield has a no smoking policy throughout the organisation, including our shops and warehouse.

14. Personal Property Please be aware that Longfield cannot accept responsibility for loss or damage to personal property. You are strongly advised not to bring any valuables with you while you are on duty and to talk to your manager for safekeeping arrangements in your area of volunteering. Lockers are provided for volunteers in the Hospice. If you are in patient areas at the Hospice, please remember to turn off your mobile phone.

15. Car Parking Please note that use of our car park is free of charge and is undertaken at your own risk.

10

16. Commitments and Dependability Please remember – once you have given a regular commitment we depend on you. We rely on your contribution and ongoing commitment to provide the services we offer. It is therefore important that you help us to plan ahead by making sure we have your availability as far in advance as possible. If you are unable to fulfil your volunteering duties please let us know as soon as you can, so that we can arrange alternative cover.

17. Keeping Us Informed Talk to your manager. If you want to share ideas, suggestions or updates on how you’re doing, sit down and have a chat with them. If your circumstances change, don’t feel you have to leave. Talk to your manager, they may suggest a change of role, or agree to you taking a break. We will be happy to welcome you back when you’re ready.

Please remember to let your manager and Volunteer Services know if you move house, or your contact details change, particularly if you have a new emergency contact. That way we can keep our records up to date.

18. Sickness and Holidays If you are likely to be absent from Longfield due to sickness or injury please notify your manager or Voluntary Services as soon as possible. Please do not volunteer if you are unwell. It is important that patients, staff and other volunteers are protected against any infections.

If you intend to take a break from your voluntary duties we would very much appreciate as much notice as you can give us, to enable us to arrange cover.

Please inform your manager or the Volunteer Services team.

11

19. Infection Control Training on infection control is available to all volunteers and essential for some roles. Further information can be found in our infection control procedure which can be found on the intranet and in the staff restaurant.

We ask that you particularly note the following points: Hand Hygiene Please follow ‘effective hand washing’ procedures as shown in our toilets.

Cover any cuts or abrasions on your hands or forearms with a waterproof dressing before you start to volunteer.

If volunteering with patients or in the kitchen please keep fingernails short and free from nail polish.

Please use the sanitising hand rubs stationed around the Hospice.

Do not come into the Hospice if you are suffering from diarrhoea, vomiting, skin rashes, septic lesions or infected cuts, boils or discharge from ears or nose. Similarly please stay away if you are feeling unwell, coughs, colds, etc. as the resistance of patients to fairly minor bugs is very low.

Please wear suitable clothing, as identified in our dress code and please wear Protective Clothing where required by our infection control policy.

Please be aware that we have an immunisation policy which recommends all volunteers should be up to date with their routine immunisations e.g. tetanus, diphtheria, polio and MMR. Additional recommendations are made for volunteers with patient contact.

12

20. Socialising with Patients Please be aware that socializing with patients in their own homes or your home is not recommended. We need to ensure that volunteers are not placed in potentially compromising situations, visiting patients in hospital is actively discouraged. Should you wish to visit a patient please discuss this with your line manager.

21. Hospice Computer System Where you are provided with access to telephone or computers, please note that these should be used solely for business purposes. Longfield reserves the right to monitor communication to ensure appropriate use of equipment.

22. Confidentiality It is essential that volunteers understand and observe the need to respect people’s right to privacy. The nature of our work and its sensitivity means that volunteers should regard all of the information they have access to, or are given as a result of their volunteering as being confidential, unless advised otherwise. No information should be released to a third party without first seeking the permission of the manager present or the Volunteer Services team.

Where appropriate to your role, Volunteers may be trained on the General Data Protection Policy (GDPR). You will be asked to sign our volunteer agreement to confirm your agreement to comply with our policies and procedures. For your own protection, while in your volunteering role do not give your address or telephone number to anyone. It is best to let people know that you can be contacted through the Hospice and give the relevant number.

13

23. Supervision and Support Day to day supervision and support for volunteers is provided by your line manager.

24. Communication Volunteers can keep themselves up-to-date with activity throughout the organisation in several ways: 

The Longfield Newsletter.



Noticeboards.



By responding to invitations to get involved in developmental projects or steering groups when they arise.

25. Data Protection All personal information (computerised or otherwise recorded) collected and held by Longfield is covered by the Data Protection Act. The Act requires all those using or collecting the information to abide by certain key principles.

Information should be: 

Obtained and processed fairly and lawfully.



Held for the purpose described in the legislation.



Used for only those purposes and disclosed only to appropriate people.



Adequate, relevant and not excessive in relation to the purpose for which it is being held.



Accurate and where necessary kept up-to-date.



Held no longer than necessary.



Safeguarded.

14

Volunteers should only use the charity’s computers under instruction from their manager and after receiving appropriate training.

Volunteers’ own personal records are kept in a secure place and may be viewed on request.

26. Equal Opportunities Longfield is committed to the principles of Equal Opportunities relating to staff, volunteers and as a service provider. We aim to promote equality of opportunity and make all efforts to prevent discrimination or other unfair treatment against any staff, volunteers and service users on the grounds of race, gender, religion, marital status, age, sexual orientation, disability or other personal characteristics.

We have an Equal Opportunities Policy and it is the responsibility of all staff and volunteers to adhere to the policy. Failure to adhere to the policy will be addressed by your manager, who may involve the Head of Voluntary Services.

27. Disclosure and Barring Service (DBS) There is a requirement by the Care Quality Commission to undertake checks called disclosures on all staff and volunteers in direct contact with vulnerable adults and children. If your role requires a DBS check you will be asked to present personal documentation to the Volunteer Services team as part of the check. Your volunteering position at the Hospice may be reviewed when disclosure is received.

15

28. Reimbursement of Expenses Volunteers are eligible for reimbursement of reasonable expenses incurred while volunteering for Longfield. This will include traveling expenses between the volunteer’s home or normal place of work and the Hospice facilities (including shops and outreach locations). The journey claimed must be solely for the purposes of volunteering. Claim forms can be accessed through your manager and should be submitted to Volunteer Services or individual shop managers for processing at the end of each month.

All volunteers are entitled to free tea and coffee whilst on duty.

29. Insurance All volunteers are covered by the Longfield’s insurance providing they stay within the agreed guidelines of their volunteering role. If you would like to see details of our insurance cover, please contact your manager or the Volunteer Services team.

Volunteer drivers using their own cars must have their own comprehensive insurance and must make their insurance company aware that they are driving for Longfield in a voluntary capacity.

If you are volunteering within your professional capacity e.g. complementary therapy, you will only be covered for the treatments you give for the Hospice. Complementary therapists who also work outside the Hospice must be covered by their own insurance and produce documentation to the Volunteer Services team on an annual basis to verify this. Please let Volunteer Services know if you experience any difficulties with your insurance company.

16

30. Health and Safety What you should know Longfield takes your health, safety and welfare very seriously. We have a legal duty to provide you with a safe place to volunteer and to provide the necessary equipment, training and information to keep you safe and well. You have legal responsibilities too. These are: To take reasonable care of your own health and safety and to make sure that no one else is harmed by what you do, or don’t do. 

To cooperate with us on all matters of health and safety.



To use any equipment and procedures provided for you.



To work using the information and training provided for you.



To report anything you think is unsafe to your manager immediately.



To inform your manager if you think we are not doing enough to protect you.



To not interfere or misuse anything provided for your or others’ health, safety and welfare.

Volunteers will be made familiar with the emergency procedures and local safety rules which apply at their place of volunteering or to any activity that they may be involved in.

Volunteers must report all accidents and near misses; no matter how slight they appear, to a member of staff so that an accident report can be completed.

Any injury requiring treatment should be dealt with by a recognised first aider.

Any injury sustained in a Longfield shop should be referred to a doctor or hospital where necessary.

If you are ever faced with a violent or otherwise difficult situation, please get help immediately.

17

31. Lone Working Some volunteer roles involve working without the direct presence of a supervisor (for example Patient Driver or Counsellor). If your role involves lone working in this way, you will receive training in how to keep yourself safe and what to do in difficult situations. If you are uncertain please speak to your manager.

32. Training and Education All volunteers are expected to attend the Welcome to Longfield programme as an introduction to the organisation. This is followed by specific training for the tasks you will be undertaking. Ongoing education and training is available for volunteers to support them in their roles.

It is important that you complete any required sessions in order to ensure your own safety and that of those around you. If you do not complete statutory and mandatory training, your future with us as a volunteer may be at risk.

33. Fire Procedure Ensure your manager tells you: 

How to raise the alarm in the event of a fire.



Who calls the emergency services and how to tell them what’s happening.



Where all of the fire exits from your volunteering area are.



Where the assembly point is.

If you discover a fire: 

Immediately raise the alarm.



Inform the member of staff who calls the emergency services.



Evacuate the area and go to the assembly point.

18

On hearing the fire alarm: 

Evacuate the area, helping others as required.



Obey instructions issued by fire marshals.



Leave by the nearest exit.



Do not re-enter the building without permission from the fire marshal.



Do not stop to collect personal belongings.



Go straight to the assembly point.

34. Policies The handbook, along with your training, aims to provide you with sufficient information to be able to volunteer with Longfield. We do have topic specific policies in place relating to your volunteer role and these are available on the intranet and in staff restaurant.

35. Issues of Concern Problem Solving We hope that all our volunteers will feel happy and fulfilled whilst giving their time to us. However, if you do have any issue of concern it is important that you let us know so that we can support you.

If a volunteer has a problem with a member of staff or another volunteer they should first discuss it with their manager or in the event of difficulties with their manager, they should talk to a senior member of the Retail Team or Volunteer Services.

If the problem is not resolved at the initial meeting you may choose to put it in writing to the relevant senior manager when it will be dealt with in line with Longfield’s problem-solving procedure for volunteers.

19

In the event of misconduct, unacceptable behaviour or under-performance of a volunteer, the Head of Volunteer Services will support your manager to address the situation. Instances of serious misconduct may result in you being asked to leave your voluntary role.

36. Complaints If a complaint is made about you or your work, whether from another volunteer, member of staff, service user or other member of the public the appropriate manager, (usually the manager responsible for that service) will investigate and then have a discussion with you. You will be given a full opportunity to respond to the complaint. The discussion will focus on the basis of the complaint and any changes that may be required, including additional training and support where appropriate.

In cases of serious complaints it may be necessary for the manager to issue a warning to you and to notify the Head of Volunteer Services. The manager will follow our complaints procedure in responding to the complainant.

In very serious cases the decision may be made to end the volunteering relationship. The responsibility of responding to the person who has made a very serious complaint lies with the Senior Managers team or Chief Executive.

37. Statements to the Media Volunteers should not represent Longfield by giving talks to local groups, or make any statements to the media, which involve Longfield, its policies, visitors, volunteers or staff without the authority of a member of the Fundraising team.

20

38. Social Media Only certain people are permitted to post material on social media sites on behalf of, or in the name of, Longfield. If this is part of your voluntary role you will be given appropriate training before you begin.

If you have disclosed your affiliation as a volunteer of Longfield on your personal social media accounts, we ask that your ensure your profile and any content you post are consistent with the requirements of our social media policy and procedure.

Remember that your affiliation could be revealed purely by a photograph of you in Longfield branded clothing; it does not have to be explicitly stated.

Key points for you to be aware of: 

You should not post or forward links to abusive, discriminatory, harassing, derogatory, defamatory or inappropriate content.



You should not disclose private, confidential or commercially sensitive information relating to the Hospice



You should avoid social media communications that might be misconstrued in a way that could damage the reputation of Longfield, directly or indirectly.



If in doubt, please seek the advice of the person overseeing your role or read our social media policy.

39. Department of Work and Pensions (DWP) Benefits There is no stated limit to the number of hours a volunteer in receipt of Job Seekers Allowance or Incapacity Benefit may work. However, the volunteer must be free to go to an interview with 48 hours notice and be able to start work within one week of being given notice.

Volunteers should seek confirmation from their local benefits agency that their voluntary work will not a effect their benefit. Further advice is available at www.direct.gov.uk.

21

40. Gifts In the course of your volunteering you may be offered gifts by patients, families or members of the public. The following guidelines may be helpful: 

The acceptance of gifts should be limited to small gestures of thanks, such as chocolates or flowers (up to an approximate value of £10).



The acceptance of gifts and/or money which will be donated immediately to the charity is allowed. These gifts and/or money must be passed to your manager for proper recording and acknowledgement as soon as possible



All volunteers should consult their manager before accepting a legacy.

Please see our gift policy located on the intranet or in the staff restaurant if you have any questions.

22

41. Age Policy The minimum age limit for volunteering is 14 years in the shops and at 18 at the Hospice. Drivers are asked to stop driving for us at 80 years and are therefore not recruited after the age of 75 years. If it is felt that a volunteer can no longer manage tasks in a particular area, every effort is made to help them to continue contributing in some other way.

Thank you for taking the time to read your handbook, we hope you have found it interesting and helpful and that you will keep it for reference.

If further information or clarification of any of the points covered in your handbook would be helpful, or if you would like to make any suggestions, please do not hesitate to contact your manager or the Volunteer Services team.

And Remember...

Please do not be afraid to ask questions, or to say if you are unhappy or unsure about anything. Particularly if you are asked to do something you do not want to do, or do not feel capable of, or comfortable doing.

23

Ways to Support the Charity All Longfield services are provided free of charge but it costs £10,000 per day to run the charity, of which less than 15% is provided by the NHS. We are therefore hugely reliant on the generosity of people like you, in giving their time and money to support us.

Our Shops Because people donate such wonderful things, our 20 shops are no ordinary charity shops. You’re sure to get great value but you’ll probably be surprised by the quality of what’s on offer and may find some genuinely rare items.

Raising Funds We raise money in many different ways but the most common forms of financial support are through regular donations, playing our lottery, taking part in events or leaving a gift in your will. For more details on any of these and on our many other fundraising activities, please visit our website.

How to Contact Longfield Web: www.longfield.org.uk

Tel: 01453 886868

Email: info@longfield.org.uk

Longfield Burleigh Lane, Minchinhampton, Gloucestershire GL5 2PQ

Do something incredible Leave a gift in your will today and help make a difference tomorrow

24

facebook.com/LongfieldHospice Patron: HRH The Prince of Wales, KG, KT, GCB, OM. Registered charity number: 298627

@longfieldcare

Registered Company Limited by Guarantee Number 2213662