National Trust of Australia (Queensland)
HANDBOOK
Team Member Handbook
Code of Conduct and Policies Summaries NTAQ STAFF AND VOLUNTEERS December 2019
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National Trust of Australia (Queensland)
HANDBOOK
About This Handbook This handbook is designed to familiarise you with the National Trust of Australia (Queensland) (NTAQ) and provide you with information about your role. You should read, understand and comply with all information in this handbook as it covers your responsibilities as an employee or volunteer of NTAQ, i.e. as a NTAQ Team Member. Our organisation of NTAQ is evolving so this handbook will be updated regularly. Please check with your manager for updates. If you require clarification on any information within this handbook, or the documents it refers to, please contact your coordinator, manager or the HR team. We are happy to help.
Please note that this Team Member handbook is subject to a confidentiality agreement and cannot be reproduced without expressed permission.
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TABLE OF CONTENTS WELCOME TO NTAQ
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1. ABOUT NTAQ
5
2. NTAQ CORPORATE VALUES AND COMPANY CULTURE
17
3. NTAQ PEOPLE
19
4. NTAQ CODE OF CONDUCT
22
5. POLICY SUMMARIES AND EXPECTATIONS FOR ALL TEAM MEMBERS
25
6. WORKPLACE HEALTH, SAFETY AND SECURITY
37
7. SPECIFIC WORK INFORMATION FOR EMPLOYEES
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8. SPECIFIC WORK INFORMATION FOR VOLUNTEERS
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9. ACKNOWLEDGEMENT OF RECEIPT OF HANDBOOK
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HANDBOOK
WELCOME TO NTAQ A special welcome to you, in joining us as a staff member or volunteer. You are now a valued team member of one of Queensland’s leading cultural and environmental charities: The NTAQ is dedicated to ensuring both the conservation of and access to our portfolio of heritage properties, adding to our Sunshine State’s ‘sense of place’. As a NTAQ staff member or registered volunteer, you will automatically become a NTAQ member. I encourage you to use your membership to visit National Trust properties worldwide, to better understand the important and interesting organisation of which we are a part. All staff and volunteers of NTAQ contribute to showcasing and preserving the very special parts of Queensland’s heritage. We take great pride in promoting our attractions and conservation message. We ask that your actions, attitude and conduct reflect this focus, maintaining our excellent reputation with our local, national and international guests. This Handbook outlines the philosophy of NTAQ and provides important details to assist you in your role. Please read it carefully so you are well informed about how we do things. If you are unsure about anything in this handbook, please talk to your direct Manager or Coordinator, our Human Resources team or directly to me. I would like to take this opportunity to thank you for your commitment to NTAQ. This organisation would not be so friendly and inspiring without your contribution. As a member of the NTAQ team, wear your name badge with pride and always have a smile for everyone. We trust that your experience at NTAQ will be fulfilling and enjoyable and we wish you every success in your time with us.
Jonathan Fisher Chief Executive Officer NTAQ
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HANDBOOK
1. ABOUT NTAQ
The NATQ, founded in 1963, is a membership-based community organisation that works to promote the natural, Indigenous and cultural heritage of Queensland. We have 14 heritage properties throughout the State including the iconic Currumbin Wildlife Sanctuary (CWS). NTAQ’s properties are all open for the community to enjoy. NTAQ is part of the National Trust family of Australia and its activities limited to the State of Queensland. There are other National Trust organisations in every other Australian State and Territory. There are over 300 National Trust properties to visit Australia wide! We are all part of a world-wide organisation which spans 14 countries with over 5 million members, all committed to protecting heritage assets and enabling heritage tourism. The focus of NTAQ’s activities is heritage and environmental education. Through its properties, advocacy and research, NTAQ encourages the community to understand and care for our significant places, wildlife and stories. The cost of maintaining and operating these valuable heritage assets is quite considerable. To undertake these valuable activities, NTAQ relies heavily on the work of its many staff members, volunteers and helpers. NTAQ receives income from membership fees, property admission fees, sponsorships and partnerships, donations and grants to fund these activities. Since the 1970s the symbol of the National Trust in Australia has been a trio of gum leaves with two gum nuts. The leaves are, in order of growth: an old leaf with a broken edge which represents the past; a mature leaf representing the present; and a smaller leaf representing the future. The symbol represents Australia's heritage yesterday, today and tomorrow. In 2015, CWS and NTAQ consolidated into a single organisation. CWS is now the Head Office of NTAQ and provides support services to heritage properties and branch committees located throughout Queensland. Website address is: www.nationaltrustqld.org.au
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Currumbin Wildlife Sanctuary
Currumbin Wildlife Sanctuary is the largest property of NTAQ and maintains a unique status in Australian tourism, showcasing the preservation of Australia’s natural heritage to more than 550,000 guests each year. With more than 1,100 animals and birds, the Sanctuary is home to the largest collection of Australian native wildlife in the world. Originally known as Currumbin Bird Sanctuary, the park’s name was changed to Currumbin Wildlife Sanctuary in 1995 to better reflect the diverse range of animals on display. Whilst the lorikeets remain a hallmark attraction, guests can also get up close with kangaroos, koalas, wombats, Tasmanian devils, wallabies, dingoes, birds of prey, reptiles plus a collection of exotic animals which include lemurs, tamarins, capybaras and red panda. The Sanctuary was established in 1947 by beekeeper and flower grower, Alex Griffiths, who began feeding the regions wild lorikeets to prevent them from ravaging his prized blooms. The feeding of the colourful lorikeets soon developed from a local curiosity to a popular tourist attraction. In 1976, Alex gifted the Sanctuary to the people via the then National Trust of Queensland. NTAQ continues to operate the Sanctuary on a not-for-profit basis, with all revenue reinvested in the organisation, to meet our key objectives such as heritage advocacy, conservation-based research, caring for sick and injured wildlife and public education about what we do. Website address is: www.currumbinsanctuary.com.au
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Currumbin Wildlife Hospital & Foundation Currumbin Wildlife Hospital has grown to be one of the busiest wildlife hospitals in the world, providing treatment free of charge to sick and injured wildlife, as a community service. Whilst the QLD State Government and the Gold Coast City Council provide some grant money each year, the hospital is largely self-funded. The skilled and experienced veterinary team, supported by volunteers, prides itself in providing the highest level of veterinary care to all their patients. Our wildlife patients are from a 2 hour radius: Northern NSW to beyond Brisbane. Admissions to the hospital have more than tripled since 2007. Over 12,000 native animals are treated every year, including 500+ koalas. Over 65,000 animals have been released back into the wild since 1989. The Currumbin Wildlife Hospital Foundation (CWHF) was established as a registered charity in 2014 to raise funds to support the hospital. The activities include seeking donations, partnerships, sponsorships and organising fundraising events. One hundred percent of the proceeds go directly to the Foundation to support the care of our wildlife.
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NTAQ Structure NTAQ is a not-for-profit charitable organisation that is self-funded by our members, admissions and donations. We are governed by a Board of Directors that oversees the strategic direction of the organisation with the assistance of Board Appointed Committees, Specialist Advisory Committees and the NTAQ State Management Team. NTAQ consists of 13 Heritage properties and a collection of active Heritage Branch Committees.
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NTAQ property collection There are 13 properties, owned or leased by NTAQ across Queensland within the portfolio: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
Currumbin Wildlife Sanctuary and Wildlife Hospital, Gold Coast Wolston Farmhouse, Wacol Moon Memorial Tree Reserve, Brookfield Royal Bull's Head Inn, Drayton Harris House, Toowoomba Grandchester Railway Station, Grandchester Brennan and Geraghty’s Store Museum, Maryborough Townsville Heritage Centre, Townsville Zara Clark Museum, Charters Towers Stock Exchange Arcade, Charters Towers Lyall’s Store, Charters Towers Hou Wang Chinese Temple and Museum, Atherton James Cook Museum, Cooktown
Currumbin Wildlife Sanctuary, Gold Coast Currumbin Wildlife Sanctuary is the largest of the properties within NTAQ and the National Trust in Australia. Located in Currumbin on the Gold Coast, it is an iconic internationally known eco-tourism attraction showcasing Australia’s wildlife, and welcomes over 550,000 guests each year. Currumbin Wildlife Hospital, Gold Coast Currumbin Wildlife Hospital on the Gold Coast is one of the busiest Wildlife Hospitals in the world, admitting over 11,000 sick, injured or orphaned wildlife patients every year. To date, over 65,000 native animals have been released back into the wild after treatment by the Veterinary team at the Wildlife Hospital. Wolston Farmhouse, Wacol Constructed from the 1850s in sandstone and brick, Wolston Farmhouse is associated with its builder, Doctor Stephen Simpson, and later occupants the Goggs and Grindle families. Restored by the National Trust from the 1960s, with funds raised by volunteers and through grants, Wolston Farmhouse is today a house museum, Page | 9
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a place to enjoy a relaxing visit, as well as a destination for school students on excursion. Moon’s Reserve, Brookfield The Moon Memorial Tree Reserve (Moon's Reserve) in Brookfield encompasses an avenue and stand of 150 established hoop pine trees, as well as two memorial cairns dedicated to the pioneers of Brookfield. It was handed over to the then National Trust of Queensland on 17 April 1966, making it the Queensland National Trust's first property. William Richer Moon was one of the prominent early members of the National Trust in Queensland and its first president. Royal Bull’s Head Inn, Drayton Established by William Horton in 1847 to cater for travellers between Darling Downs grazing properties and the Moreton Bay settlement, the Royal Bull's Head Inn (RBHI) was derelict and nearing collapse when acquired by the National Trust in 1973. Furnished with some of the items belonging to previous owners, the Horton and Lynch families, RBHI is opened regularly by volunteers who welcome school groups and those looking for a window into nineteenth century life. Harris House, Toowoomba Harris House is a Federation-era, single storey, brick and render building built in the early 1900s, incorporating elements typical of the Queen Anne Federation style more commonly seen in Victoria and NSW. Originally constructed as a wealthy merchant’s residence, it is now used for office accommodation.
Grandchester Railway Station The first section of the Main Line railway from Ipswich to Toowoomba opened to Grandchester in July 1865. Today, through a lease arrangement with Queensland Rail, NTAQ volunteers open the railway station complex on certain days so that guests to this rural site can experience the quiet history of what was, in 1865, the first destination for the first train journey in Queensland.
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Brennan and Geraghty’s Store Museum, Maryborough With its 'modern' façade added in 1886, what commenced in 1871 as Patrick Brennan and Martin Geraghty's store operated until 1971 when George Geraghty finally closed the doors. At the time, the building was under threat of demolition and over 50,000 items of stock remained on and around its shelves or were stored on site. The store having been acquired and restored by the National Trust, those items today form the core of a significant collection of retail items of the past. The store is open daily.
Townsville Heritage Centre The Townsville Heritage Centre contains three historical houses, displaying the most common styles of houses occupied by the three main social groups in Townsville. These houses are set in gardens that have become a popular function venue. Two of the houses are carefully furnished with artefacts relating to Townsville’s past and, since 1988, have been open regularly to guests for personally guided tours.
Zara Clark Museum, Charters Towers . Following a bequest from pastoralist Zara Clark in the 1970s, through its Charters Towers Branch the National Trust acquired the two, linked, early twentieth commercial buildings that house today's volunteer-operated Charters Towers based museum. Although it began as a transport museum, the Zara Clark Museum also displays agricultural, domestic, mining, medical and military items within its collection. Stock Exchange Arcade, Charters Towers Acquired when in near-derelict condition in the 1970s, this open-ended building was constructed originally in 1888 as the Royal Arcade of shops and offices. The local Stock Exchange members met there from 1890, hence the name. Much of the Arcade's early restoration was thanks to volunteer and architect Don Roderick, after whom the art gallery on its upper level is named. Guests are welcome to wander through the Arcade, or stop for refreshments there. Page | 11
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Lyall’s Store, Charters Towers Before the Charters Towers museum collection found its home in the Zara Clark Museum, many of its items were on display in the volunteer-run museum located in Lyall's Store, a small jewellery store that was built in 1897. Although today the store is leased out, Lyall's Store retains its display space, strongroom and an elaborate street frontage that features curved plate glass display windows, the only known example to this type of window in Queensland.
Hou Wang Chinese Temple and Museum, Atherton Constructed in 1903 within the Chinatown community at Atherton, the Hou Wang temple was gifted to the National Trust in 1980 by its then owners, the Fong On family. Appropriate conservation followed. Hou Wang is the last timber and iron Chinese temple in Australia and one of the key tourist attractions of the Atherton Tableland.
James Cook Museum, Cooktown Built as St Mary's Convent in 1888-89, the building was rescued from demolition in 1969 after it was gifted to the National Trust and, given assistance by the Queensland Government and donations from the public, was opened as the James Cook (Historical) Museum by HRH Queen Elizabeth in 1970.
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Regional NTAQ Branch Committees A Branch Committee is a group of active National Trust members who promote the cause of heritage in their local community via various means. Branches provide the framework for the active involvement by members in the Trust's daily work. Branch volunteers provide a vital part of the Trust’s work at the local level. National Trust branches can be based around a National Trust property, or they can be based around a geographic area. The aim of each branch differs depending on the interest of its local members; some branches focus on events (i.e. The Great House of Ipswich Program run by the Ipswich Branch), some on activities at a National Trust property (such as the Toowoomba Branch at the Royal Bull’s Head Inn) and others on advocacy and raising awareness of heritage issues (such as the Redlands Branch). Current Branch Committees Toowoomba Brisbane Redlands Townsville Ipswich Charters Towers Binna Burra and Beechmont Logan
In progress Far North Queensland Group; Cairns, Atherton and Cooktown Sunshine Coast Noosa Gympie Mackay
Toowoomba Branch Committee
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Our NTAQ Reconciliation Action Plan (RAP) A RAP is a registered plan that provides a framework for organisations to advance reconciliation within their own spheres of influence. Our NTAQ RAP provides our organisation with the key steps to establish our own approach to reconciliation. The NTAQ RAP identifies our commitment to existing relationships and how we will further promote partnerships and employment opportunities for Aboriginal and Torres Strait Islanders. We engage with local Aboriginal and Torres Strait Islander communities, staff and contractors to strengthen our representation of the Aboriginal and Torres Strait Islander culture and heritage through our workplaces and community interactions.
Areas of focus include employment, education, procurement, design and delivery of NTAQ products and services. This focus incorporates Aboriginal and Torres Strait Islander displays, dance, storytelling, artwork and artefacts, signage, interpretation and workplace cultural training. We believe our RAP will help to not only bridge the gap, but make new connections with people from all over the world to increase understanding and respect for Indigenous culture. Explanation of Welcome To Country A Welcome to Country is given by an Elder, Traditional Custodian, or recognised spokesperson of the local Indigenous community. The welcome is given to open proceedings at an event by welcoming and guests to their local area, known as ‘Country’. The Welcome may provide a brief history or story about the land, connection with the land, or introduce some local customs or landmarks. The Welcome may involve stories, dance, song, a smoking ceremony or other activities.
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Explanation of Acknowledgement of Country An Acknowledgement of Country can be given by any person, Aboriginal or nonAboriginal. An Acknowledgement of Country serves to pay respect to, and introduce and recognise the local Aboriginal people and the land on which the meeting is being held. NTAQ Heritage Advocacy NTAQ is more than simply an owner of wonderful environmental and historic sites – we are the leading, peak organisation for environmental, built and cultural heritage in Queensland. We seek to empower local communities and support their advocacy efforts; we seek to influence change at the government and policy levels, and we seek to inspire individuals to celebrate our heritage.
We are a strong advocator for change in the heritage environment and work actively through our advocacy programs to influence change for the protection and enhancement of Queensland’s heritage. What is advocacy? It’s the process of influencing change. We draw people’s attention to heritage issues and then we offer solutions and advocate for change. For example, we might pressure the government to strengthen environmental and heritage legislation; this is advocacy through governance. We might train community groups on how to write submissions on developments that could affect environmental and built heritage; this is community advocacy. We might educate people on the importance of heritage through events, talks and festivals at heritage places. Advocacy involves great levels of effort, for sometimes only small perceivable change. So why do we do it? Because we care and because we believe that is our duty as a custodian of Queensland’s heritage.
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Sustainability NTAQ has a structured approach to supporting sustainable work practices and supporting conservation. Our largest property, Currumbin Wildlife Sanctuary, has a dedicated Conservation Action Plan. This Plan outlines our commitment to conservation research and summarises the current 16 animal conservation projects on site.
In addition, CWS has a Responsible Business Statement which provides an overview of what we currently achieve as an organisation and what we hope to achieve in coming years. Championed by the General Manager of CWS, the Responsible Business Statement covers our people, community, respect for Indigenous culture, Environmental Sustainability, Animal Conservation and Financial Sustainability. To support this, at CWS there is a workplace committee that has a dedicated focus on sustainability and innovation.
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2. NTAQ CORPORATE VALUES AND COMPANY CULTURE Scope, Vision and Mission
Grandchester Railway Station
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Our Values At NTAQ, above all else we value: Partnerships and team work because our job is too important to do alone. A strong guest focus. The special relationship we have with our members. Our State’s diverse cultures, special places and the many stories they evoke. Lifelong learning through participation. The balance between access and conservation. The need to undertake our activities in a business-like way. We cannot achieve our mission or fulfil our purpose if we are not financially viable. Upholding the values of NTAQ is one of the most important parts of your role. You are now part of our team. The tasks and duties you perform are important, but when you are working with a team of people and with guests, the manner in which you perform your duties is also of importance. We ask all NTAQ team members to display an attitude that promotes team work, mutual respect and a focus on friendly customer service, productivity and safety. WINGS OF SUCCESS – Our Company Culture Program
Company culture is not simply a vague concept. It is a formula - an important list of standards that dictate what is acceptable and unacceptable behaviour, relating specifically to our organisation. ’Wings of Success’ is the name of our NTAQ program that summarises our values
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into a set of standards. It is a framework designed to inform, inspire, develop and reward our team members, both paid and unpaid. For staff and volunteers, the Wings of Success program helps to ensure that you work in a safe, secure and friendly environment and can deliver job satisfaction combined with delivering an amazing guest experience; in effect to soar above and beyond. The four elements have been workshopped by our team members to create definitions for each element, and are defined within a framework:
When you follow the standards defined by the program you will be working in a manner that protects, conserves and celebrates our environmental, built and cultural heritage. This will contribute to ensuring our organisation is financially successful so we can continue to carry out our important conservation missions.
3. NTAQ PEOPLE The NTAQ people team The NTAQ people team is comprised of three sectors being paid staff, volunteers and training program participants working in locations across Queensland, from Currumbin to Cooktown. These three groups work inter-connectively to share skills, knowledge and passion to deliver NTAQ outcomes and values. Page | 19
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At the beginning of 2019, the team member head count sat at approximately 1000, with 280 staff, 640 volunteers and 90 training program participants. NTAQ works transparently to provide an organisational environment where all team members, whether paid staff or valued volunteers or trainees feel engaged and recognised. In fact, NTAQ can now proudly claim that 29% of our paid team members initially started their tenure as a NTAQ volunteer or trainee – surely a testament to the quality, capability and passion of our excellent team.
Team member benefits Being a part of the NTAQ family brings with it many benefits including providing you with a complimentary membership of NTAQ. This benefit applies to staff and registered volunteers. This free membership status will remain in place for the duration of your employment or active volunteering service. You will be provided with a membership pack about these benefits when you commence in a paid role with NTAQ. For volunteers, this will be after your registration fee is processed and any probation is completed. Your NTAQ membership card will be renewed each two years, so please ensure your contact details are always kept up to date via your manager or the HR team. Allow four weeks for processing to receive your card and membership kit. To summarise, your membership grants you free access to our 12 National Trust properties across Queensland, to the 300 National Trust properties across other Australian States and free or discounted admission to over 800 National Page | 20
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properties worldwide, located in the UK, Pacific, Americas, Caribbean and Europe. You will also receive monthly email newsletters about NTAQ activities and events. How to join the NTAQ staff or volunteer teams If you have family members or friends whom you believe would be a great fit for the NTAQ team, please direct them to our NTAQ website where they can find more information about the current vacancies we have and volunteering opportunities available. The website address is: https://nationaltrustqld.org.au/
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4. NTAQ CODE OF CONDUCT People who work for NTAQ have a lot in common. We respect each other’s abilities and efforts, and work well together to achieve company goals. Our company policies have been designed to uphold this concept and are consistent across all National Trust organisations throughout Australia. As you are now a part of the NTAQ, your behaviour is seen as a reflection of NTAQ and so must remain aligned to the company Code of Conduct. NTAQ Code of Conduct I agree to: Treat everyone with respect, including staff, volunteers, members of the public regardless of their gender, race, colour, religious beliefs, sexual preference, age, national extraction, social origin, position in the company or any other characteristics. Represent the National Trust in a positive and appropriate manner at all times Be familiar with and abide by all company policies and procedures. Accept responsibility for the health and safety of oneself, co-workers, volunteers, guests and anyone else who may visit National Trust properties. Conduct all business activities and financial transactions with integrity, in an honest, fair and reasonable manner that reflects positively upon the individual, the National Trust and their stakeholders. Not accept any benefits, gifts or other inducements from third parties associated with the organisation or its stakeholders’ business activities unless approved by your manager in advance. Any situation or transaction that may result in a conflict of interest with the National Trust or its stakeholders must be disclosed and approved by your manager in advance Ensure accurate written records are kept for all company activities to be able to demonstrate compliance with company policies and procedures. Not act in a manner that might discredit the name and reputation of the National Trust and/or its stakeholders. Not use the name, reputation or other resources of the National Trust and/or its stakeholders to promote any unauthorised activity. Report promptly to management any breach of the Code of Conduct, or any of the organisation’s policies or procedures, or any unlawful activities. Ensure that the personal use of any drug or medication, alcohol or other substance does not adversely affect their work/volunteer performance or endanger the health, safety or welfare of others in the workplace. Maintain an appropriate standard of dress and grooming at all times for the site environment. Breach of Policy Page | 22
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Any breach of policy may result in disciplinary action up to and including conclusion of service. Unacceptable Behaviour Staff and volunteers whose behaviour is unsafe, or does not respect people and property within the workplace, may be subject to disciplinary action, up to and including dismissal. Such actions may include, but are not limited to: Using obscene, inappropriate or harsh language or gestures towards NTAQ employees, volunteers or guests. Threatening, intimidating or coercing employees, volunteers or guests while on duty, or while off duty if the conduct bears a relationship to NTAQ business. Failing to comply with work time recording activities. Refusing a legitimate request from a supervisor or manager. Failing to observe safety rules or inappropriate use of safety equipment. Repeated lateness or absenteeism without just cause. Failing to be productive or requiring constant supervision to get your job done. Failing to be presented appropriately for work. Serious Misconduct Incidents of theft, assault, fraud or other serious misconduct shall be deemed to be in violation of the employee’s terms of employment and volunteer’s terms of engagement and will be subject to disciplinary action up to and including instant dismissal. Such incidents may include, but are not limited to: Showing signs of alcohol intoxication or appearing under the influence of drugs while on duty. Possession, use or supply of illegal drugs on company property. Taking company property or cash, or dishonesty. This is stealing. Deliberate damage or use of company property without permission. Making serious or repeated smutty, offensive or suggestive comments to others. Breaches of confidentiality of company related matters. Falsifying any work or time records. Abusing a visitor, NTAQ employee or volunteer in any way. Any reckless or unsafe actions that endangers you, others or any of the animal collection (where applicable). Mistreatment of animals (where applicable). Sexual harassment, discrimination or bullying. Computer misuse that breaches company policy. Any other illegal activity or possession of illegal items. Page | 23
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Performance Management Procedures For unacceptable behaviour or minor breaches, a performance counselling discussion session will be held to explain to you how you need to change your behaviour to comply with company expectations. Possible consequences are that you may be issued a verbal or written warning. Casual staff and volunteers may not be offered any more shifts. If the behaviour continues, or if the occasion is considered to be serious misconduct, disciplinary action will involve a discipline investigation or interview and a written warning or final warning may be issued. Serious breaches may also lead to termination of employment or engagement, or instant dismissal. In all events of counselling or discipline, NTAQ will be fair and will take into consideration all points of view. All actions taken by NTAQ will comply with relevant industrial legislation (where applicable). Complaints, Disputes or Problems (Grievance Procedure) If you have a problem, you should first discuss it with your supervisor or direct manager. If the matter cannot be resolved to your satisfaction, or if you feel uncomfortable discussing the problem with your supervisor or manager then you should contact the Human Resources (HR) team. Your problem will be dealt with in a confidential manner, seeking to find an acceptable solution for all parties concerned. Failure to follow the grievance procedure will make resolution of any grievance difficult to achieve, and could weaken your legal rights of redress.
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5. POLICY SUMMARIES AND EXPECTATIONS FOR ALL TEAM MEMBERS This section lists important ‘need to know’ information about company rules that you must adhere to at all times. You will be required to complete a short online quiz to check you are aware of the requirements of each policy. Full versions of all company polices can be viewed on company shared drive, or can be obtained from your Manager, Coordinator or the HR team. Other policies are summarised alphabetically below. Note also that your individual department will likely also have polices and SOPs (standard operating procedures), that must be learned and followed. List of Policy Summaries Accepting payments Attendance and clocking in Cultural awareness Communication expectations Confidentiality Conflict of interest Email rules Illegal activities: Sexual Harassment, Workplace Bullying, Equality and Discrimination Media enquiries Mobile phone use Name Badge Notice of Absence or late arrival Personal Appearance and Dress Standards Performance Appraisals - Crewmojo Privacy Social Media use Talent Release Technology use Two-Way radio rules VIP etiquette Visiting National Trust properties Whistleblower process and protection Working with children and young people
Accepting Payments At no time may staff or a volunteer expect or accept a personal payment of any kind (cash, goods or services) for duties conducted when representing the NTAQ. Any gifts received should be notified to your manager. Attendance and Clocking In Page | 25
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All team members are expected to report for work punctually in order to meet NTAQ operational needs. All staff and volunteers must register their attendance upon arrival, for legal and workplace health and safety reasons.
TimeTarget/ Humanforce is the company attendance software- It is a requirement that Staff register their daily work hours on TimeTarget in order to be paid. Clocking in is a health and safety requirement and failure to clock correctly is considered a breach of your work agreement and disciplinary action may result. Volunteers should sign in either using TimeTarget or on a sign in register. Cultural Awareness Cultural Awareness is a key part of the role of hosting guests to NTAQ sites. We are proud to welcome guests from all parts of the world. As some guests have cultural habits that differ from standard Australian practices, staff and volunteers must be prepared to accept these differences and treat every visitor with respect and courtesy. Please do not shout instructions to non-English speaking guests. It does not help them to understand you any better. Simple phrases spoken slowly, appropriate gestures and a friendly smile are the tools you need to use in these situations. Communication Expectations Email is the way that NTAQ communicates with staff and volunteers. It is expected that all team members will use either a company or personal email account to receive communications from NTAQ, (with exception for selected volunteers at regional heritage properties). You are required to check your emails regularly; at least bi-weekly and read all relevant company communications, i.e. CWS Newsflash, Volunteer electronic newsletters and the NTAQ monthly electronic direct mail. Confidentiality Many employees and volunteers are in a position of trust because of their work and therefore have access to confidential information regarding the operations of NTAQ. Revealing any type of confidential information to unauthorised persons is a violation of that trust. This can result in disciplinary action up to and including Page | 26
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dismissal. Depending on the seriousness of the breach of confidentiality, it may also be subject to civil and/or criminal proceedings. If you have any doubts about what is considered confidential information or a breach of trust, you should seek advice from your manager. Conflict of Interest All business dealings are to be in the best interests of NTAQ without favour or preference to third parties or personal contacts. You must also always disclose to your manager if you are employed or engaged as a volunteer by a direct competitor of NTAQ or CWS. If you engage in any activity which adversely prejudices your ability to carry out your responsibilities in the best interests of the organisation, or which benefits others in competition with the organisation, you will be considered to have a conflict of interest which constitutes serious misconduct, and this may be subject to disciplinary action. If you have any doubts about what is considered a conflict of interest, you should seek advice from your supervisor. Email Rules If your position involves the requirement to use email, the following rules apply: Use courteous and professional language and tone at all times. Do not send highly confidential information by email. Do not send an email that is written in all capital letters. This is perceived as being aggressive. The rule of thumb should be ‘if this email was to be printed on the front page of the Courier Mail, would it be ok?’ If the answer is no, don’t send it.
Illegal Activities: 1.
Sexual Harassment
We expect all NTAQ work sites to be safe and fun, never intimidating or uncomfortable for any staff member or guest. This is critically important and we take this responsibility very seriously. Sexual harassment is defined as ’unwelcome sexual conduct which makes a person feel offended, humiliated and/or intimidated and where that reaction is reasonable in the circumstances’. Sexual harassment can take various forms. Page | 27
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Examples include (but are not limited to): Unwelcome touching, hugging or kissing. Staring or leering. Sexually suggestive comments or jokes. Insults or taunts of a sexual nature. Intrusive questions or statements about an individual’s private life. Sexually explicit pictures, videos, screen savers or posters. Inappropriate advances on social networking sites. Accessing sexually explicit internet sites. Unwanted invitations to go out on dates or requests for sex. Sexually explicit emails or SMS messages. Behaviour that may also be considered to be an offence under criminal law, such as physical assault, indecent exposure, sexual assault, stalking or obscene communications. One single incident of the above can be considered sexual harassment; there does not need to be an established pattern or a repetition of the behaviour for sexual harassment to have occurred. Under law, the person causing the offence also does not have to have a deliberate intent to offend, for it to be considered sexual harassment. The person on the receiving end of the action determines if sexual harassment has occurred. The above actions are therefore not acceptable within our organisation. Actions: Management must ensure that all team members are treated equitably and are not subject to sexual harassment and also ensure that people who make complaints, or witnesses, are not victimised in any way. If you believe you are being sexually harassed, you must take action. If possible, you should appropriately and clearly discourage unwelcome attention at the time that it occurs, and always report it. Never ignore sexual harassment – please contact your supervisor or Human Resources. All reports of sexual harassment will be treated seriously and investigated promptly, confidentially and impartially. Disciplinary action will be taken against anyone who sexually harasses a coworker, customer, supplier or any other person in the workplace. Discipline may involve a warning, formal counselling, demotion or dismissal, depending on the circumstances. 2.
Workplace Bullying
Workplace bullying is unacceptable and will not be tolerated under any circumstances. Workplace bullying is when an employee is subjected to repeated Page | 28
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behaviour that: Is unwelcome and unsolicited; and The person considers it to be offensive, intimidating, humiliating, degrading or threatening; and A reasonable person would consider it to be offensive, intimidating humiliating, degrading or threatening. The bullying or harassment could be from a co-worker, group of co-workers, supervisor or manager. Workplace bullying does not include reasonable management action taken. Any person who is being bullied or has witnessed bullying should contact their supervisor, manager or Human Resources for information and assistance in the management and resolution of a workplace harassment/bullying complaint. 3.
Equality and Discrimination
NTAQ is an Equal Employment Opportunity (EEO) workplace and is committed to workplace equality. All employees and volunteers are treated on their merit, without regard to race, age, sex, marital status or any other factor not applicable to the position. We value you according to how well you perform your duties and your ability and enthusiasm to maintain our standards of service. Under anti-discrimination laws, discrimination on the basis of the following list of attributes is prohibited: Sex Relationship status Pregnancy Parental status Breast feeding Age Race Impairment Religious belief or activity
Political belief or activity Trade union activity Lawful sexual activity Gender identity Sexuality Family responsibilities Association with, or relation to, a person identified on the basis of any of the above attributes.
Supervisors and managers must not permit inappropriate actions to occur in the workplace. They must actively discourage any such behaviour by making sure all staff and volunteers understand the policy. Breaches of this policy must be reported to the HR team Manager as soon as possible to provide support. Any person feeling uncomfortable due to sexual harassment, workplace Page | 29
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harassment or discrimination must tell their manager or the HR Manager. The manager must treat this information confidentially and regard it as very serious. The HR Manager will always handle the matter in a confidential and supportive way. Normally, this involves discussion/counselling with the concerned parties before the situation escalates to a serious level, in which case disciplinary action will be taken. Disciplinary action may involve a warning, formal counselling, demotion or dismissal, depending on the circumstances. False complaints of alleged sexual harassment, workplace harassment or discrimination found to be malicious, frivolous or vexatious may make the complainant liable for disciplinary action. Media Enquiries You should not respond to or approach the media with regard to any NTAQ concerns or stories without prior approval. All enquiries from media or regarding NTAQ news or newsworthy events should be first directed to the NTAQ Marketing team or the CEO. Mobile Phone Use Please turn your phone to silent mode before the commencement of your duties. You must not use your personal mobile phones in front of guests for personal matters. You may use your mobile phone for work related matters such as providing guests with direct assistance or in relation to a workplace emergency. This will avoid sensitive information being discussed over two-way radio, if used at your work site. Name Badge It is compulsory to wear your name badge or lanyard at all times when working or volunteering for NTAQ. This will identify you to colleagues and guests, and is a key aspect of the company brand. If this is lost or damaged, please talk to your manager about a replacement. Notice of Absence or Late Arrival Any absence or late arrival must be personally reported to your supervisor as soon as possible. NTAQ recognises that on occasion, workers are absent due to illness, personal incapacity or genuine unavoidable emergency situations. Absences without legitimate cause will be considered as unsatisfactory attendance and will be addressed. Page | 30
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Personal Appearance and Dress Standards All NTAQ staff and volunteers are to be clean and tidy in appearance at all times. The way you dress affects both your ability to do your work safely and the impressions of guests to NTAQ properties and projects. Please wear your NTAQ name badge or lanyard at all times when on NTAQ premises. A smile and friendly, helpful attitude is also a core element of presentation requirements. Your clothing or designated uniform must be kept clean and in good repair. Hair must be clean, neatly trimmed and styled. Long hair must be tied back away from the face. Men must be cleanly shaven or any beards and moustaches must be neat and closely trimmed – no bushy beards. Fingernails must be clean –nail polish must never be chipped – in this case it must be removed immediately. Tattoos: Tattoos are permitted if they are non-offensive. Facial tattoos and offensive tattoos are not permitted. Piercings: Facial piercings are not permitted with the exception of nose studs, which must be either a micro-stud or clear in colour. All other facial piercings should not be worn. Earrings should be no larger than a 10-cent piece, and not create any entanglement hazard. Ear stretchers must be less than 1 cm in size and no cone-shaped stretchers worn. Necklaces and bracelets should be worn underneath uniforms, and restricted to one of each. If you work in a food preparation role, no jewellery can be worn, as per Food Safety regulations. Please apply deodorant at the start of each day and more often if required to remain smelling fresh and delightful all day long. If your uniform is faded, shabby or stained, contact your supervisor to see if a replacement can be obtained. If you are required to supply your own shorts, they must be ‘long shorts’ i.e. must reach at least mid-way to your knee. Wearing jeans or active-wear is not considered acceptable attire. Reminder that all team members must wear footwear at all times and team members at selected NTAQ work sites must wear fully enclosed footwear. If you are required to wear a hat or apron, please wash it regularly, or seek a replacement if it is stained or dirty. In every instance, management reserves the right to provide direction on uniform and presentation standards, and initiate performance management procedures for non-compliance. Page | 31
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At the end of your employment or engagement, all items of uniform supplied by NTAQ are to be returned clean order and in good condition. Staff may be charged $20 per item of uniform not returned to your manager or which is returned in a damaged condition (fair wear and tear is accepted). Old uniforms may not be sold or donated to charity stores unless all logos are removed. Performance Appraisals - Crewmojo
For employees of NTAQ, we utilise a software product that enables continuous feedback and coaching throughout the year. You will receive links to Crewmojo when you commence your employment and there is an expectation you will participate fully in all required processes to support your performance and development. The next two policies on PRIVACY and SOCIAL MEDIA USE are very important to know. They may have legal implications if not followed. Please read these two summaries carefully. The full policies are available upon request from your manager or can be accessed on company websites. Privacy Policy The NTAQ Privacy Policy lists our commitment to managing information gathered from our customers, volunteers and other parties with whom we deal. This policy is in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). The NTAQ Privacy Policy outlines types of personal information that NTAQ usually collects, the purposes for which we collect it, to whom we disclose it, how we hold and keep it secure and a person’s rights in relation to use of their personal information, including how to access and correct details and lodge complaints. All NTAQ team members must be aware of our obligations to comply with Privacy law, and should never collect, share or disclose personal information of other people without referring to the company Privacy Policy or their direct manager or the company Privacy Officer. Page | 32
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The policy also details our commitment to disclosing and security of personal information which includes taking all reasonable steps to protect personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure. To safeguard confidential information, the policy requires all departments and properties to include privacy guidelines in departmental procedures. All team members must maintain confidentiality, store confidential documents securely and use security measures to restrict against unauthorised access. Guidelines for storage of confidential information: Electronic data must be stored wherever practical under password protection and encryption. This includes electronic and email databases. Physical data, such as paper based forms, should be stored wherever practical under locked security with restricted access. Personal Information should be regularly deleted and de-identified if the information is no longer needed by NTAQ and government record keeping laws do not apply. Social Media Use Policy
NTAQ team members are reminded that social media activity is a lot more public and permanent than other communication styles and the policy seeks to support and assist you in working safely and confidently in the digital environment. This policy includes content used on your own personal digital accounts where you are able to be identified as a NTAQ team member. NTAQ has a detailed policy outlining company rules around using all types of social media and creating digital content. You are encouraged to download and read this policy in full. In summary, it is permitted and encouraged for team members to post and share content that is positive or neutral. However, it is a breach of policy to post content that: depicts NTAQ in a negative or less-than-favourable manner or Page | 33
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releases any new, unique, newsworthy or confidential information or is intended to (or could possibly) cause insult, offence, intimidation or humiliation to NTAQ team members, clients, business partners, or suppliers is defamatory or could negatively affect the image, reputation, viability or profitability of NTAQ, or its clients, business partners or suppliers shows animals being trained, treated like pets or outside of their natural enclosures shows any ‘back-of -house’ activity. This is generally not permitted. Taking back-of-house photos is not encouraged, and if so, is definitely only for private viewing and are not to be shared on social media without express permission from a Manager. shows children in a manner that they can be visually identified. Talent Release By joining NTAQ you are authorising NTAQ or any agency acting on behalf of NTAQ to record your still or moving image and your voice. NTAQ, its successors and assigns will retain exclusive rights and will own all results and proceeds derived from the use of any such images and/or recordings. No claims for payment by way of fees, royalties or remuneration for the use of any images and/or recordings will be considered. As such, NTAQ will have the right to: 1. Reproduce for any advertising and/or publicity use. 2. Reproduce by any present or future means. 3. Present in print, on radio, television and electronically by any present or future media, for profit or commercial purposes.
Technology Use NTAQ technology, for example, email, internet, company telephones, company mobile telephones, software, storage drives/discs, photocopiers, facsimiles etc. are resources to be used for company purposes only, unless approved in writing. NTAQ technology resources are not to be used in any unlawful manner or as a device for delivery of offensive or objectionable communications. They must not be used in any way that is or may be considered to be destructive to the organisation, its workforce or anyone associated with the organisation. Use of computers, mobile telephones, email and internet during work hours Page | 34
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should be work-related only. There is to be no use of company technology for personal use during paid work hours. Two-Way Radio Use If you are working on a site in a role that uses two-way radios, please be aware that two-way radio conversations can be heard by other staff, volunteers and guests. You must therefore always use specified codes (if used at your worksite) and acceptable language. You should never broadcast information which could cause unnecessary distress or disruption to guests or bring NTAQ into disrepute. VIP Etiquette Our properties are often visited by VIPs and celebrities from around the world, and we ask that you please protect the privacy of these VIP guests. You should not approach them or ask to take selfies with them. Do not report their visit to the media. Do not upload any photos onto Social Media. Visiting National Trust properties If you visit a NTAQ property or other National Trust property when off duty, you should not wear your uniform or name badge. However, please do bring your name badge and NTAQ membership card with you to gain free entry. At CWS, please present your membership card to Visitor Services to provide free entry and discounts (where available) and to register yourself and your guests prior to entry. Whilst on duty, you should not spend time socialising with your personal guests. Whistleblower Process and Protection NTAQ has a policy in place to enable disclosure of incidents of corrupt or improper or unethical conduct by NTAQ or its representatives, and to ensure that any person making such a disclosure is protected from detrimental action related to making the disclosure. The procedure is to provide a disclosure to a NTAQ Manager or Human Resources or CEO or Board Member of NTAQ. Disclosures may be made by any NTAQ team member or by members of the public. Disclosures may then be subsequently investigated.
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Working with Children and Young People NTAQ work sites commonly host or employ young people aged under 18 years. You must abide by all elements of the NTAQ Child and Youth Risk Management Strategy which includes speaking and behaving in a manner considerate of young people. The full version of this policy is included as a download in the on-line Workplace Health and Safety (WH&S) induction course. Queensland legislation does not require a person to hold a Blue Card to work with young people unless you will be working in an unsupervised capacity. NTAQ does not permit team members to work in an unsupervised capacity with young people unless you are the holder of a current Blue Card.
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6. WORKPLACE HEALTH, SAFETY AND SECURITY Separate NTAQ handbooks are provided explaining Emergency Procedures, Security and WH&S which should be read in full and an online quiz completed. The following section covers selected WH&S information only. Car Park If a car parking area is available for your private vehicles, NTAQ cannot be held liable for any loss or damage to vehicles parked in the car park. Company Property You are expected to exercise proper care and use of organisational property and equipment in the course of your work. You are required to report any damage to property and equipment to your supervisor immediately, whether you have caused it yourself or not. The removal of organisational products, materials or equipment from the premises without authorisation is considered theft and will not be tolerated. It may lead to instant dismissal. Permission for the removal of organisational products, materials or equipment can only be given by management and must be in writing. Drugs and Alcohol The misuse of legitimate drugs, or the use, possession, distribution or sale of illicit or non-prescribed controlled drugs on organisation business or premises, is strictly prohibited and will result in appropriate disciplinary action, up to and including dismissal. Further information is available in the full policy document relating to drug and alcohol misuse in the Workplace. Entering Premises Out of Hours Employees or volunteers who wish to enter the premises outside normal business hours must contact their manager beforehand, and seek permission to enter the premises, outlining the reasons why. Equipment and Documentation You are responsible for the equipment and documentation associated with your work area. You are required to secure equipment and all organisation documents in your work area outside of business hours. Page | 37
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First Aid First Aid procedures are covered in the Emergency Procedures Handbook. All team members are required to become familiar with the location of the nearest first aid kit in their work location and the process for dealing with a first aid incident. Smoke Free Workplace Smoking is expressly forbidden in all NTAQ buildings and vehicles and on all job sites. Designated smoking areas are signed accordingly. Workers smoking outside of these areas may be subject to disciplinary action. Smoking is only permitted during normal designated meal breaks and rest pauses. Workers who disregard this may be subject to disciplinary action. Note: Paying Guests are entitled to smoke in designated public smoking areas. WH&S Requirements NTAQ is committed to providing a safe and healthy workplace and has established practices to ensure this. WH&S requirements are contained and assessed in the online training course(s). An email link(s) is sent out to each new team member upon commencement. A hard copy of the NTAQ Workplace Health and Safety Policy and Procedures Handbook, Child and Youth Risk Management Strategy, Emergency Procedures, Security, Workplace Rehabilitation Policy and Procedures can be downloaded from the training course email, the shared drive access library or is available upon request. In addition, any departmental or site WH&S instructions must be observed and followed. It is your responsibility to ensure that you are aware of what the WH&S requirements of your role are and that you adhere to them at all times.
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7. SPECIFIC WORK INFORMATION FOR EMPLOYEES Applies to NTAQ staff only.
(Volunteers, please skip to section 8).
Conditions of Employment for Employees This handbook is one of several documents that set out the conditions and policies governing your employment. Other documents that cover your conditions of employment are the NTAQ Workplace Health and Safety (WH&S) policies and procedures, your Contract of Employment, the Fair Work Act 2009, the National Employment Standards (NES) and your Industrial Instrument (Award). Note that you may be employed ‘Award Free’ if you are a salaried employee. The Industrial Awards in operation at NTAQ are the Amusement, Events and Recreation Award 2010, the Clerks - Private Sector Award 2010 and the Animal Care and Veterinary Services Award 2010. The Award applicable to your position will be detailed in your Contract of Employment. In the event of any discrepancies between this handbook and the Award, the Award will apply. Your most recent Contract of Employment will form the basis of your employment with NTAQ. Employees are engaged on probation for a period of three or six months duration, or longer if the position requires and this is noted in writing prior to commencement. The probation period is specified in your welcome letter and contract of employment. Unless advised, your probation will end automatically. Remuneration / Pay Information for Employees The pay period operates from Monday to Sunday of each week. Employee pays are calculated on a fortnightly basis and deposited directly into an account with the financial institution of your choice on a Wednesday. NTAQ cannot be held responsible for delays in transmission to the financial institution. You are able to have your salary split into two bank accounts if desired. Apart from income tax deductions, any other deductions will need to be authorised by you in writing. Requests for deductions are to be submitted to the HR Department All employees are eligible for employer-funded superannuation in accordance with the Superannuation Guarantee (Administration) Act 1992. Each fortnight you will be able to access your payslips via the TimeTarget login. You should not discuss your pay with any other staff members. If you have any pay questions, please check your payslip and contact Payroll for assistance. Overtime for Employees You may occasionally be asked to work beyond your ordinary hours of work. Your Page | 39
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supervisor or manager will attempt to provide you with reasonable notice when you are required to work overtime. All overtime requires the prior approval of management or their nominated representative. Employees will not be paid overtime for work performed outside ordinary hours which has not been authorised by management. If asked to work overtime, you will be paid in accordance with the overtime provisions of the relevant award, or granted time off in lieu of payment. Salaried employees are not entitled to overtime payments, time off in lieu will be granted where appropriate. Superannuation Information NTAQ pays employer-funded superannuation in accordance with the Superannuation Guarantee (Administration) Act 1992. Further information about this can be found in your Contract of Employment. Breaks for Employees Breaks during working time will be as per your Award (available online) or as detailed in your Contract of Employment. Leave Entitlements for Employees Your Contract of Employment details the types of leave that are available to you. ANNUAL LEAVE: Leave entitlements: Full time employees are entitled to four weeks paid annual leave. Part-time employees accrue leave on a pro rata basis of their hours worked. Casual employees are not paid leave (but may request leave) as their higher hourly rate includes provision for annual, sick and public holiday entitlements. All staff who wish to take leave must enter this request into TimeTarget two weeks in advance. Note that you should not make arrangements or book any leave until your leave request has been authorised in TimeTarget by your manager. This leave application process includes casual staff requesting unpaid casual leave. The maximum amount of leave that can be taken at any one time is three (3) weeks, unless exceptional circumstances apply. Employees should endeavour not to accrue a balance exceeding four weeks leave. This is considered excessive leave accrual. If this balance is exceeded, Page | 40
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the employee may be directed by management, with appropriate notice, to take such annual leave in line with operational requirements. Some NTAQ worksites may be subject to closedowns during public holiday periods in which case employees will be required to take leave. PERSONAL/ CARERS LEAVE (includes Sick Leave): Fulltime employees accrue Personal Leave each year which is carried over to the following year if it isn’t used. Part-time employees accrue personal leave on a pro rata basis of their hours worked. Casuals have no entitlement to personal leave. If you are absent from work due to sickness or the requirement to care for an immediate family member, you must notify your supervisor as soon as possible. Please notify your supervisor no later than the usual time you start work and let them know the expected duration of your absence. This information must be entered onto TimeTarget and authorised by your supervisor for you to be paid Personal leave. If your absence or your family member’s sickness lasts for two or more consecutive days a medical certificate is required before Personal leave can be authorised. Management can also request a medical certificate if your personal/carer’s leave record appears excessive. OTHER LEAVE: All other leave types are in accordance with the applicable legislation and are detailed in your contract of employment. WorkCover for Employees If you sustain a work related injury that requires medical treatment, please be advised that you must accept a work cover claim to have medical costs reimbursed, even if you do not have any time off work.
Well done Employees: you have now completed this manual. Thank you for your time and attention. Please now sign off the last page and return it to the HR team.
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8. SPECIFIC WORK INFORMATION FOR VOLUNTEERS (Applies to NTAQ volunteers only, not staff). Introduction to Volunteering NTAQ recognises and appreciates the valuable contribution of all members of the different NTAQ Volunteer Programs. A volunteer is defined as an unpaid person who freely provides a service that complements and enhances the operations of an organisation. It is important to note that when you commit to being a Volunteer at NTAQ, you are joining this program on our terms, not on your terms. This level of commitment is critical to ensuring that we are able to provide a professional and well organised program in which the contribution made by volunteers is respected and valued by fellow volunteers, staff and guests. At NTAQ, volunteers report to and take direction from staff members or from Volunteer Coordinators or Managers. The work contribution of a volunteer does not replace the work performed by paid NTAQ staff or staff positions. Volunteers are not employees of NTAQ, but are absolutely regarded as part of the NTAQ team – being caring members of the work community who willingly contribute their enthusiasm and skills to care for NTAQ projects, properties, collections and assets, as well as protect and enhance their value. Volunteers are not subject to industrial award conditions, but under legislation do have well defined rights and responsibilities, especially with regard to health and safety. Shifts and Punctuality for Volunteers Volunteers are expected to keep their regular volunteering commitment except when sick or on holiday and turn up on time unless there are extenuating circumstances. Probationary Period for Volunteers Following acceptance into the Volunteer Program, new volunteers are on probation for a period of three (3) months. Ongoing commitment to the Volunteer Program is subject to an annual self-evaluation process, where each volunteer is required to review and reconfirm their commitment to the program. Note that that even after the probation period, a volunteer’s participation will still be under periodic review. At all times, NTAQ management reserves the right to discontinue a volunteer’s participation in the program at any stage without incurring legal liability.
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Social Events A key aspect of volunteering is the opportunity to expand your social circle, meet new people and learn new information. At most NTAQ properties, morning teas or social get-togethers are held throughout the year, where volunteers can meet their colleagues and learn from expert guest speakers who are happy to share their knowledge. Complaints, Disputes or Problems (Grievance Procedure) for Volunteers NTAQ seeks to avoid instances of disputes and their escalation by providing clear guidelines on the standards of behaviour expected. If there is a dispute, or if a volunteer has a grievance, the following procedures are to be followed: Disputes between volunteers or staff must never be conducted in the public areas or in front of guests. If a matter cannot be resolved immediately, it should be brought to the attention of the Volunteer Program Coordinator/ Manager to be resolved. The Volunteer Program Coordinator/ Manager may elect to contact either the HR team or the CEO if required. Disputes are to be handled confidentially and respectfully by all parties involved. Disputes with guests; volunteers are never to enter into a dispute with guests. A calm and considered approach is always expected. If help is required to settle a dispute, the matter is to be referred immediately to your Volunteer Program Coordinator or a NTAQ Manager. NTAQ supports the safety and well-being of volunteers. If a visitor becomes unreasonable or uses aggressive language, the volunteer should remain calm, seek assistance and endeavour to exit the situation as promptly as possible. The incident is to be reported immediately to the Volunteer Program Coordinator or a NTAQ Manager. Under no circumstances should a volunteer ever touch or make an aggressive physical gesture to discipline an adult or child guest. Prohibited actions include pushing, slapping or yelling. Breaks for Volunteers During a shift, each volunteer is entitled to a reasonable break. The Volunteer guide for your site provides information about where a break can be taken and how refreshment facilities can be accessed.
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Leave Entitlements for Volunteers Your Site Guide provides information on how to request different types of leave by advising your Volunteer Coordinator/ Manager of your intended absence. Workplace Injury Process for Volunteers Workers Compensation: Volunteers are not covered by Workers’ Compensation. In the unlikely event that you are injured at work, you must: 1. 2. 3.
Receive first aid attention by a First Aid Officer (if available), no matter how small the injury – even if it is ’just a scratch!’ Ensure the NTAQ ’Injury / Illness Report Form’ is completed. Out of pocket medical expenses may only be reimbursed if the correct procedures are followed. The preferred option is to seek medical treatment by a GP/medical practitioner or via the public hospital system (or private system if you have private health insurance). However, NTAQ does have a personal accident policy in place and reimbursement of relevant medical expenses will be subject to company acceptance and lodgement of a claim if applicable. If you have any questions in this area, please ask your Volunteer Coordinator/ Manager who will follow this up for you.
Feedback and Suggestions from Volunteers Ideas and feedback from volunteers are welcome and you are encouraged to present this information in writing and with your name and contact details so it can be easily forwarded on the relevant person for action and to provide a response. Annual Recommitment Obligation for Volunteers At the end of each year you may be asked to complete a short survey distributed via email to: provide feedback and suggestions about your volunteer program, and to indicate your ongoing participation for the follow year and to acknowledge you have read the latest version of this NTAQ Handbook (distributed via email or in your volunteer office). Well done NTAQ Volunteer - You have completed this manual. Thank you for your time and attention.
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Volunteers: by signing the NTAQ Volunteer Registration form, you have agreed to read and abide by the policies and procedures contained within this NTAQ Handbook, so do not need to complete and return this page.
9. ACKNOWLEDGEMENT OF RECEIPT OF HANDBOOK 
(Staff only to complete this page.)
Thank you for investing your time in reading this handbook and learning more about the NTAQ. We hope you will enjoy the time you spend with us. This NTAQ Handbook has been designed to provide core information about many of the topics in connection with your engagement with NTAQ and to provide you with information outlining the processes and procedures affecting your employment/engagement. Provisions within this handbook may be changed or removed by NTAQ at any time. Changes will be communicated via company channels. For any feedback suggestions, please contact the NTAQ HR team. 
Acknowledgement My signature below indicates that I have read, understood and will abide by the contents of the NTAQ Handbook and all NTAQ policies.
Name
______________________________________________
Signature
______________________________________________
Date
______________________________________________
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