NTAQ Volunteer Handbook - May 2024

VOLUNTEER HANDBOOK

May 2024

. National Trust of Australia (Queensland) acknowledges Traditional Owners of country throughout Australia and recognises the continuing connections to lands, waters, and communities.

We pay our respects to Aboriginal and Torres Strait Islander cultures, and to Elders past, present, and emerging.

WELCOME

Thank you for joining us as a new volunteer. You are now a valued team member of one of Queensland’s leading cultural and environmental charities. National Trust of Australia (Queensland) [NTAQ] is dedicated to the conservation and advancement of our natural and cultural heritage.

As an important member of our team, you are contributing to our conservation work statewide at our NTAQ offices, Currumbin Wildlife Sanctuary, Currumbin Wildlife Hospital, our Heritage properties, environmental reserves and NTAQ Community Groups.

NTAQ is an independent not-for-profit organisation, so the funds we make are reinvested back into our conservation work, research projects threatened species programs, education and community programs, and the care of our special places.

This handbook outlines the culture of NTAQ and provides vital details to assist you in your role. Our organisation is ever evolving so this handbook is updated annually. We are very committed to creating a wonderful work environment and organisational culture, and the NTAQ Wings of Success program helps to create that positive working environment. If you are unsure about anything or have questions, please do talk to your manager or coordinator.

Welcome to the team! I hope that you have an enjoyable and rewarding volunteering experience with us.

Jayme Cuttriss Chief Executive Officer National Trust Queensland

1. ABOUT NATIONAL TRUST QUEENSLAND

National Trust Queensland was founded in 1963 and is a charity organisation that works to promote the natural and cultural heritage of Queensland. Our company name changed to National Trust of Australia (Queensland) [NTAQ] in 2014, when NTAQ became a company limited by guarantee. We have fifteen properties throughout the state including the iconic Currumbin Wildlife Sanctuary (CWS) and Currumbin Wildlife Hospital (CWH). The birthplace of NTAQ is fondly recognised at Wolston Farmhouse, Wacol, Greater Brisbane, as the first property of National Trust in Queensland that was derelict but restored by National Trust volunteers.

The focus of NTAQ’s activities is heritage, conservation, and environmental education. Through its properties, conservation activities and research, NTAQ encourages the community to understand and care for our significant places, wildlife, and important stories.

In 2014, NTAQ and CWS consolidated into a single organisation. Our Head Office of NTAQ is located in Currumbin, Gold Coast, and provides support services to heritage properties and Community Groups located throughout Queensland.

Our Gumleaf Logo:

Since the 1970s the symbol of the National Trust in Australia has been a trio of gum leaves. The symbol represents Australia’s heritage - yesterday, today, and tomorrow:

- an old leaf with a broken edge representing the PAST. a mature leaf representing the PRESENT. and a smaller leaf representing the FUTURE.

NTAQ Purpose, Mission and Vision

Our Charitable Purpose:

To promote and advance the conservation, protection and understanding of Australia’s natural and cultural heritage including the heritage of First Nations people, for public benefit and education.

Our mission:

To conserve and advance our natural & cultural heritage for future generations.

Our vision:

To be leaders in Conservation and Heritage.

Our Strategic Priorities

1.Financial Sustainability - enables NTAQ to set our programs, and operations, and advocate in a way that is aligned to our strategic direction. It enables us to pay for the care of our special places, our Wildlife Hospital, our conservation programs, and our community education work.

2.Vibrant and Engaging Guest Experience - we need to focus on our tourism business to fund our mission-based work, so we need to continually improve our visitor experiences in line with our mission. Our sites are inclusive and accessible for guests to enjoy.

3.Digital Transformation - NTAQ have invested in new software and systems that are cloud based and integrate better with each other. This project also included a new Time in Attendance cloud-based system for staff, and a specialised volunteering program called Better Impact. All Volunteers must be registered on Better Impact.

4.Advancing Conservation & research programs - Our commercial operations fund our mission-based work including the conserving and protection of our environment, habitats and wildlife and our special places. We commit to continue expanding our conservation and research programs for future generations.

5.Creating A Great Workplace – we commit to engaging workplaces for our work teams. This includes our staff, volunteers, and training participants. We celebrate diversity and respect each other.

Structure

NTAQ is a registered not-for-profit charitable organisation. We are governed by a Board of Directors that provide strategic direction, guided by Board appointed committees and the NTAQ State Leadership Team. NTAQ functions autonomously but works collaboratively with National Trust organisations in other States and Territories and the Australian Council of National Trusts.

Our Corporate Values

Upholding the values of NTAQ is important in your role as a volunteer.

1. Authentic: We show genuine passion for our people, guests, places, and our causes. We are welcoming and approachable. We are storytellers.

2. Responsible: We manage our organisation responsibly for a sustainable future.

3. Respectful: We acknowledge the Traditional Custodians of the places that we care for and value their continuing connections to the lands, seas, and waterways over thousands of years. We show respect to our teams, our guests, our organisational partners, and the communities we work with. We celebrate fun, diversity and help each other succeed.

4. Trusted: We are trustworthy and value honesty. We make ethical decisions and partner with like-minded organisations to advance our causes.

5. Innovative: We empower our team to be creative and openly encourage ideas without fear of failure. We value efficiency across our organisation.

Wings of Success: NTAQ Culture program

Notice great behaviours?

Nominate your colleagues through our Wings of Success team recognition program!

For all NTAQ Team members, the Wings of Success program helps to ensure that you work in a safe, secure, and friendly environment, combined with delivering an amazing guest experience

The four elements of WELCOMING, EFFICIENCY, SAFETY and FUN have been created by our team members, for our team:

Reconciliation Action Plan (RAP)

NTAQ has a strong commitment to enabling reconciliation with First Nations peoples and we document our actions and intentions in this area via our Reconciliation Action Plan (RAP).

A RAP is a registered plan lodged with the Government entity Reconciliation Australia that provides a framework for organisations to advance reconciliation within their own spheres of influence. The NTAQ RAP lists key steps for NTAQ to establish our own approach to reconciliation with First Nations peoples and communities.

NTAQ created its first RAP in 2018, with our second RAP launched in 2023. The NTAQ RAP identifies our commitment to existing relationships and how we will further promote opportunities for First Nations peoples. NTAQ is proud of its authentic and genuine approach to reconciliation as it partners with First Nations communities across the state to see practical and tangible reconciliation outcomes.

Our RAP is built upon business-wide foundations that are enacted throughout all of our work teams. At NTAQ we are storytellers, and our RAP will help support First Nations peoples and communities and allow for authentic and truthful storytelling, building greater understanding and respect of First Nations cultures and knowledges.

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 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.

Explanation of Acknowledgement of Country

An Acknowledgement of Country can be given by any person, Aboriginal or nonAboriginal. It serves to pay respect to and introduce and recognise the local Aboriginal and Torres Strait Islander people and the land on which the meeting is being held.

Sustainability and Conservation

NTAQ is committed to supporting sustainable work practices and conservation. 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, the Sanctuary has a Responsible Business Statement which provides an overview of what we currently achieve as an organisation and what we hope to achieve in the future.

Animal Welfare Committee

There is also an Animal Welfare Committee in place which oversees the standard of all animals in our care and ensures that we are fully compliant with, and endeavour to continually exceed the five domains of optimal animal health, welfare, and wellbeing.

2. VOLUNTEERING WITH NTAQ

NTAQ Volunteers: Add Value and Feel Valued

NTAQ currently has over 650 volunteers working within the Volunteer programs across the state of Queensland. Each volunteer program operates to meet the diverse needs of the organisation and to match the commitment and interests of volunteers.

Volunteer Programs at Currumbin Wildlife Sanctuary (CWS)

1. Sanctuary Park Volunteers

2. Wildlife and Horticulture Volunteers

3. Currumbin Wildlife Hospital Volunteers

4. Sanctuary Education Volunteers

5. NTAQ Fundraising Volunteers

Heritage Volunteer Programs

1. Wolston Farmhouse – Wacol

2. Royal Bulls Head Inn - Drayton, Toowoomba

3. Currajong House & Gardens / Heritage Centre – Townsville

4. Zara Clark Museum - Charters Towers

5. Hou Wang Temple & Museum – Atherton

The Volunteering Relationship

NTAQ has a high level of commitment to ensuring best-fit practices to National Volunteering Standards and practices defined by State and National Volunteering bodies. We understand that your volunteering experience may be motivated by any or all these four key factors:

• Desire to add value to NTAQ causes/ projects via your volunteering.

• Participate in activities that you enjoy and learn new skills.

• To have social opportunities and meet like-minded people.

• Working with a trusted organisation that aligns with your ethics and wellbeing.

As a NTAQ Volunteer it is important you commit to understanding our organisation, values, and expectations so you are comfortable, motivated, and engaged to enjoy and perform your volunteer activities. In return, NTAQ commits to providing volunteering programs and workplace environment that deliver the above key factors.

Volunteering principles

NTAQ recognises and appreciates the valuable contribution of all volunteers. A volunteer is defined as an unpaid person who freely provides a service that complements and enhances the operations of an organisation. When you commit to being a NTAQ Volunteer, you do so under the terms and conditions of the programs and the Code of Conduct in this Handbook This commitment is critical to ensuring NTAQ can provide professional volunteer programs and a respectful workplace.

• NTAQ volunteers report to and take direction from Volunteer Coordinator or Site Manager/Coordinator.

• The work contribution of a volunteers does not replace the work performed by paid NTAQ staff or positions.

• Whilst volunteers are not employees of NTAQ, we value our volunteers as part of our work teams.

• Volunteers are not subject to industrial award conditions, but under Australian legislation do have well defined rights and responsibilities and commitments, especially regarding workplace health and safety.

3. OUR PROPERTIES & COMMUNITY GROUPS

From stunning beachside Currumbin on the Gold Coast to tropical Cooktown in Far North Queensland, this great state has much to offer. Discover intriguing heritage sites and stunning natural wonders from Currumbin to Cooktown.

Currumbin Wildlife Sanctuary is the largest property within NTAQ and maintains a unique status in Australian tourism, displaying the preservation and conservation of Australia’s unique natural heritage to our guests. In 2023, CWS celebrated its 75th year of operation In 2021, 2022 and 2023, the Sanctuary was ranked in the Top 3 finalists of Australia’s National Tourism Awards in the Major Tourist Attraction category – a fabulous tribute to the hard work of all involved and to the huge degree of support from our valued visitors.

With more than 1,100 animals and birds, the Sanctuary is home to the largest collection of Australian native wildlife in the world. Whilst the rainbow lorikeet feeding remains the 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 including lemurs, tamarins, capybaras, and red pandas.

The Sanctuary was established in 1947 by beekeeper and flower grower, Alex Griffiths, who began feeding the wild lorikeets to prevent them from ravaging his prized blooms. The colourful lorikeets soon developed to be a popular tourist attraction. Over time the Sanctuary has grown to over 27 hectares of beautiful rain forest habitat and is a natural sanctuary for many species

In 1976, Alex gifted the Sanctuary to the people via the then National Trust of Queensland. NTAQ continues to operate the Sanctuary, with all proceeds reinvested in the care of the Sanctuary and the animals that call it home, the Currumbin Wildlife Hospital, as well as funding our research and conservation programs Two important ‘breed-to-release’ programs include the Kroombit Tinkerfrog and the Eastern bristle bird that the conservation team are bringing back from the brink of extinction.

www.currumbinsanctuary.com.au

Currumbin Wildlife Hospital on the Gold Coast is one of the busiest Wildlife Hospitals in the worldcaring for over 14,500 sick, injured, or orphaned wildlife patients annually, including over 450 koalas. In over 30 years of operation, more than 100,0000 native animals have been released back into the wild after treatment by the veterinary team at the Wildlife Hospital. All treatment is free of charge to sick and injured wildlife, as a community service. 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 wide radius, extending from Northern NSW to beyond Brisbane.

Gifted to NTAQ in 2021, this stunning 27-hectare property Located in Currumbin Valley, features a natural ecosystem and endemic vegetation which is currently undergoing further bush regeneration activities. Garima Conservation Reserve is home to many native plants and animals and now hosts several endangered species. Garima is essential habitat for Koalas and is home to 13 threatened flora species. The word Garima means ‘respect’ or ‘to take care of’ in local Aboriginal Yugambeh language. This important site is also home to five breeding aviaries for our Eastern Bristlebird program, and a new educational facility to host groups and students.

Honeyworld is located across the road from Currumbin Wildlife Sanctuary and is home to millions of live bees, viewable behind a glass wall so you can see them hard at work. You can also view a movie explaining the importance of bees to our ecosystems, learn about honey making, as well as sample and purchase an extensive selection of delicious honey products, and sweets, and local produce from iconic Queensland brands

Wolston Farmhouse, Wacol

Constructed in the 1850s, Wolston Farmhouse is Brisbane’s oldest surviving farmhouse. It is associated with its builder Doctor Stephen Simpson. It was later occupied by the Goggs and Grindle families. Restored by the National Trust in the 1960s with funds raised by volunteers and grants, Wolston Farmhouse today comprises of a heritage listed homestead with a charming Tea Terrace. It is a place to enjoy a relaxing visit, as well as a destination for school students on excursion who can learn about life in our colonial times

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 was derelict and nearing collapse when acquired by the National Trust in 1973. Furnished with 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 to peep back into nineteenth century life.

Brennan And Geraghty’s Store Museum, Maryborough

Patrick Brennan and Martin Geraghty's store was opened in 1871 and 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 the shelves or were stored on site. The store was acquired and restored by the National Trust, and today is a fascinating showcase of retail items of a past era.

Townsville Heritage Centre

The Townsville Heritage Centre contains three historical houses dating from 1884 to the 1920s. The most prominent is Currajong House, along with a worker’s cottage and a farmhouse, set in beautiful gardens that have become a popular function venue. There is also the workers cottage which displays life as it would have been for the workers of the region. The Townsville Heritage Centre also displays a beautiful collection of artefacts relating to Townsville’s past. Currently the Townsville Heritage Centre hosts weddings and events for locals and visitors to the region.

Zara Clark Museum, Charters Towers

Following a bequest from pastoralist Zara Clark in the 1970s, National Trust acquired two early twentieth commercial buildings in the main street of Charters Towers. The Zara Clark Museum began as a transport museum. Now the collection has grown to also display agricultural, domestic, mining, medical and military items to delight and educate visitors, enabling a glimpse into artefacts from past eras.

Stock Exchange Arcade, Charters Towers

Acquired when in near-derelict condition in the 1970s, this openended building was constructed in 1888 as the Royal Arcade. Local Stock Exchange members met there from 1890, hence the name. The Arcade's early restoration was thanks to volunteer and architect Don Roderick. The stunning façade symbolises the wealth of the region during the nineteenth century. This arcade is open to the public.

Hou Wang Chinese Temple and Museum, Atherton

Constructed in 1903 as part of the Chinatown district at Atherton, the Hou Wang Temple was gifted to the National Trust in 1979 by its then owners, the Fong On family. The Hou Wang Temple is now the last timber and iron Chinese temple in Australia and one of the key tourist attractions of the Atherton Tableland. The Museum houses a significant and fascinating collection of artefacts, and dedicated volunteers conduct site tours of the Temple.

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. This majestic property was opened by HRH Queen Elizabeth in 1970. In 2021 the renamed Cooktown Museum has been reimagined to proudly tell the fascinating stories of the region. The museum houses an extensive collection of local Guugu Yimithir artefacts, along with an original anchor and canon from HMB Endeavour that were salvaged in the 1970s, plus a model of the ship that dates to the early twentieth century. The significant collections tell the story of this fascinating town, including the Chinese immigrant history, the Palmer Gold Rush story, and the story of the Sisters of Mercy and their young students that resided in this architecturally beautiful convent building.

Cooktown is significant as being the place where the first recorded act of reconciliation occurred in a meeting of Lieutenant James Cook and the local Bama First Nations people. When the Endeavour crew found themselves stranded in Cooktown when they struck a reef, Lt Cook and his crew spent 48 days in the region engaging with the local First Nations people. In 2021, NTAQ helped local communities get Reconciliation Rocks acknowledged on the Queensland State Heritage Register as a place of significance.

NTAQ Community Groups

NTAQ Community Groups operate in regions typically where NTAQ does not have NTAQ properties.

These groups can be established for the purposes of:

• Driving new NTAQ memberships and fundraising for NTAQ

• Building the NTAQ brand in the regions through engaging activities

• Assisting with event coordination

• Using local knowledge to grow relationships with NTAQ.

• Establishing relationships with relevant community partnerships and potential supporters

• Highlighting local heritage issues or opportunities Community Groups are dedicated volunteers, aligned by the common goal to support the work of the National Trust and to celebrate heritage in their local region.

4. YOUR VOLUNTEER BENEFITS

NTAQ has a team of over 1000 people with over 300 staff, 650 volunteers and more than 100 training program participants. Volunteering can be a great pathway to employment; approximately 30% of NTAQ employees initially started their tenure as a NTAQ volunteers or trainees, a testament to the quality, capability, and passion of our wonderful team members, both paid and unpaid

Volunteer Registration and Annual Survey

For our volunteers, being a part of NTAQ brings many benefits. All volunteers must be registered in our NTAQ Better Impact software program.

Your NTAQ volunteer registration is renewed annually via completion of an annual Volunteer feedback survey issued via the Better Impact Volunteer software. The last section of this survey will ask you to advise if you wish to commit to volunteering again for the year ahead.

Volunteer Benefits – NTAQ TEAM CARD

After your registration fee (if applicable) is processed, we extend the benefits to you as a valued volunteer by providing you with an annual NTAQ Team Card that will be delivered to you by your Volunteer Coordinator.

Your team member card gives you many benefits that can be viewed online www.nationaltrustqld.org.au/team. Your benefits include:

✓ Free entry to any National Trust Queensland property for yourself and up to four accompanying guests each visit.

✓ Four entry tickets to Currumbin Wildlife Sanctuary to use as gifts twice yearly.

✓ Discounts on Food and Beverage, Retail and Wildlife Experiences when visiting Currumbin Wildlife Sanctuary.

✓ Invitations to National Trust Queensland events and discounted ticketing options at NTAQ and partner events.

✓ Access to National Trust Wine Club and partner property discounts.

✓ A 50% discount on membership exclusive to registered NTAQ volunteers.

5. CODE OF CONDUCT & POLICIES

NTAQ Code of Conduct

Volunteers of NTAQ must agree to respect each other and work together to achieve organisational goals and in compliance with our NTAQ Code of Conduct.

As a NTAQ Volunteer, you agree to:

• Treat everyone with respect, including all 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

• Always represent the National Trust in a positive and appropriate manner.

• Be familiar with and abide by company policies and procedures

• Accept responsibility for the health and safety of myself, co-workers, volunteers, guests, and anyone else who may visit National Trust properties.

• Conduct all business activities and any financial transactions with integrity, in an honest, fair, and reasonable manner that reflects positively upon the individual, the National Trust and their stakeholders

• To disclose any benefits, gifts, or other inducements from third parties associated with the organisation or its stakeholders’ business activities to my manager and gain approved as required.

• To disclose any situation or transaction that may result in a conflict of interest with the National Trust or its stakeholders and seek approval by my manager in advance

• To 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.

• To report promptly to management any breach of the Code of Conduct, or any of the organisation’s policies or procedures, or any unlawful activities.

• To ensure that the personal use of any drug or medication, alcohol or other substance does not adversely affect my work/ volunteer performance or endanger the health, safety, or welfare of others in the workplace.

• To maintain an appropriate standard of dress and presentation for the site environment and role performed.

Breach of Code of Conduct

Breaches of this Code of Conduct may result in disciplinary action up to and including termination of engagement with NTAQ. This disciplinary action can extend to Unacceptable Behaviour which may include, but are not limited to:

• Using obscene, inappropriate, or harsh language or gestures towards NTAQ staff, volunteers, or guests.

• Serious breaches of elements outlined in the WINGS of SUCCESS framework.

• Threatening, intimidating, or coercing NTAQ staff, volunteers, or guests while on duty, or while off duty if the conduct bears a relationship to NTAQ business.

• Refusing a legitimate request from a NTAQ Manager, Coordinator, or staff member.

• Failing to observe safety rules or inappropriate use of safety equipment

Serious Misconduct

Incidents of theft, assault, fraud, or other serious misconduct shall be deemed to be in violation of the 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 under the influence of drugs while on duty.

• Possession, use or supply of illegal drugs on company property.

• Taking company property or cash. This is stealing.

• Causing deliberate damage of company property, or use of company

• property without permission.

• Making serious offensive comments to others.

• Breaches of confidentiality of company related matters.

• Falsifying work records.

• Abusing a visitor, NTAQ staff member or volunteer in any way.

• Any reckless or unsafe actions that endangers you or others.

• Mistreatment of animals.

• Sexual harassment, discrimination, or bullying.

• Computer or technical equipment misuse that breaches company policies.

• Any other illegal activity or possession of illegal items.

Performance Management

NTAQ expects all team members to always perform their duties to the best of their abilities, to behave in a professional manner and follow company

policies and procedures. NTAQ has processes in place to assist staff and volunteers meet these expectations.

NTAQ seeks to provide a safe and equitable workplace environment for everyone To manage unacceptable behaviour, strategies may include performance counselling, coaching discussions to explain how to modify behaviours or other actions by NTAQ. Consequences may range from: no further action taken or the issue of warnings or temporary suspension or discontinuation of your volunteering Actions taken by NTAQ will comply with relevant industrial legislation as applicable.

NTAQ Policy Summaries

Full versions of the following company policies can be obtained from your Coordinator or Manager. Individual NTAQ Volunteer Programs may also have policies and Standard Operating Procedures, which must be learned and followed.

Accepting Payments

At no time may volunteers accept a personal payment of any kind (Cash, goods, or services) for duties conducted when representing NTAQ Any gifts received should be notified to your manager or Coordinator.

Annual Survey and Recommitment

Annually, NTAQ volunteers will be asked to complete a brief survey to:

• provide feedback and suggestions about your volunteer program.

• to indicate your ongoing participation for the following year and

• to acknowledge you have read the latest version of the NTAQ Handbook (distributed via volunteer software Better Impact).

We value your feedback to make improvements to our programs. This process will also allow us to ensure that all volunteer registrations are current.

Attendance and Punctuality

Volunteers are expected to report for duties punctually to meet NTAQ operational needs. You are required to register your attendance upon arrival, for legal and workplace health and safety reasons. Please notify your Coordinator or Manager at earliest opportunity if you will be late or absent for your rostered shift. 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.

For safety and security reasons, volunteers must not access NTAQ work sites or properties outside rostered shifts without prior authorisation from a NTAQ staff member. It is always recommended that volunteers do not work alone at a property, and a NTAQ staff member should be notified in advance in such an instance.

BETTER IMPACT Volunteer Management Software

As a NTAQ volunteer you will be required have an email address to use the NTAQ Volunteer software program (BETTER IMPACT) which manages your recruitment, training, rostering, communications and data in a safe and secure online format This is a condition of your volunteering with NTAQ as we are unable to meet our compliance obligations for volunteers who are not registered within this platform.

Breaks

During a shift, each volunteer is entitled to a reasonable break. Your Coordinator or Manager can provide information about where a break can be taken and how refreshment facilities can be accessed.

Car Parking

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. It should be noted that guests have priority for car parking spaces.

Company Assets

You are expected to exercise proper care and use of any company assets, property, and equipment during your volunteering You are required to report any damage to property and equipment to your Coordinator or Manager immediately, whether you have caused it yourself or not.

The removal of company assets, products, materials, or equipment from the premises without authorisation is considered theft and is not permitted. It may lead to instant dismissal. Permission for the removal of company assets, products, materials, or equipment can only be given by management, with notice in writing highly recommended.

Cultural Awareness

Cultural Awareness is a key part of the role of hosting guests at 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, volunteers must be prepared to accept these differences and treat every visitor with respect and courtesy.

Communication Expectations

Email is the way that NTAQ communicates with our volunteers. It is expected that NTAQ volunteers use email to receive communications from NTAQ. You are required to check your emails regularly; and to read all relevant organisational newsletters.

Complaints, Disputes or Problems (Grievance Procedure)

NTAQ seeks to avoid instances of disputes by providing clear guidelines on expected standards of behaviour. 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 your Coordinator or Manager to be resolved

• Disputes are to be handled confidentially and respectfully by all parties.

• Volunteers are never to enter a dispute with guests or external stakeholders.

• A courteous, calm, and considered approach is always expected.

• 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 and the incident must be reported immediately.

• Under no circumstances should a volunteer ever touch or make an aggressive physical gesture to discipline any guest or team members Prohibited actions include pushing, slapping, or yelling.

Confidentiality

All NTAQ volunteers are expected to respect confidentiality of workplace information. Some volunteers, because of their role duties, may have access to confidential information regarding the operations of NTAQ. This will be clearly explained by your Coordinator or Manager.

Revealing confidential information to unauthorised persons is a violation of our code of Conduct and may put NTAQ at risk of breach of The Privacy Act. Note that serious breaches can result in disciplinary action up to and including dismissal from the program.

If you have any doubts about what is considered confidential information or a breach of trust, please seek advice from your Coordinator or 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 Coordinator or 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 prejudices your ability to conduct your responsibilities in the best interests of NTAQ, or which benefits others in competition with NTAQ, you may be considered to have a conflict of interest. This may constitute serious misconduct and may be subject to a disciplinary process We would like to avoid this situation for the benefit of all parties so if you have any questions about what is considered a conflict of interest, please seek advice from your Volunteer Coordinator or Manager.

Drugs and Alcohol

The misuse of legitimate drugs, or the use, possession, distribution, or sale of illicit or non-prescribed controlled drugs during organisation business or on premises is prohibited and will result in appropriate disciplinary action, up to and including dismissal from the organisation Further information is available in the full policy document relating to drug and alcohol misuse in the Workplace. Random drug and alcohol testing is conducted within this organisation.

Emails Use and Guidelines

Email is the way that NTAQ communicates with our volunteers NTAQ volunteers are required to use email to receive communications from NTAQ and check your emails at least weekly. Volunteers are also expected to read all relevant company communications.

NTAQ volunteers must always use courteous and respectful language and tone to avoid risk to the professionalism of our organisation. Please keep emails brief and focused; state the purpose of the email in the opening

paragraph i.e., state whether you are providing information, requesting information, or acknowledging information.

Equality and Discrimination

NTAQ is an Equal Employment Opportunity workplace and is committed to workplace equality. All employees and volunteers are treated on merit, without regard to race, age, sex, marital status, or any other factor not applicable to the position. Under anti-discrimination laws, discrimination based on the following list of attributes is prohibited:

• Sex

• Relationship status

• Pregnancy, Breastfeeding, or Parental status

• Age

• Race

• Impairment

• Religious belief or religious activity

• Political belief or activity

• Trade union activity

• Lawful sexual activity

• Gender identity or Sexuality

• Family responsibilities

• Association with, or relation to, a person identified based on any of the above attributes.

Equipment and Documentation

You are responsible for the equipment and documentation associated with your volunteer role, work area and duties. You are required to secure equipment, and all organisation documents in your work area outside of business hours.

Exiting NTAQ Volunteering

A volunteer can choose to exit in the NTAQ Volunteering Program by resigning verbally or in writing to your Coordinator/ Manager or by indicating you do not wish to continue as part of the annual volunteer survey.

The Board, CEO or a member of NTAQ management can exit any NTAQ volunteer:

• if they are not demonstrating NTAQ Corporate Values

• if they are not aligned with the Company Culture Program,

• in the event of a breach of NTAQ’s Code of Conduct or policies

• if the volunteer can no longer commit to regular attendance,

• if there is a perceived conflict of interest, or

• if they no longer contribute to the purpose of the Volunteer Program.

Feedback and Suggestions

Ideas and feedback from volunteers are welcomed. Please present this information in writing to your Coordinator or Manager with your name and contact details so it can be addressed or easily forwarded on the relevant person for action and to provide a response.

First Aid

All NTAQ volunteers are required to become familiar with the location of the nearest first aid kit in your work location and the process for dealing with a first aid incident. Please also refer to the section on Workplace injuries.

Induction

NTAQ volunteers will receive a short site induction on your first volunteer shift. Your Coordinator or Manager will go through a first day induction checklist to cover basic emergency responses and WHS.

You will receive details to attend a NTAQ induction or complete an online induction. This process ensures you have all the knowledge to enjoy your volunteering experience and gain maximum benefits. Your participation in refresher inductions is also required each 3 years, to keep you up to date.

Leave Requests

Many NTAQ volunteer role provide important support to NTAQ operations. We request therefore that you inform your Coordinator/ Manager if you have leave plans so we can cover your shifts. Please discuss your leave plans with your Volunteer Coordinator or Manager in advance of your intended leave.

Marketing and Media Enquiries

Volunteer Groups will be provided with marketing support, resources, and promotional materials by to ensure good brand presence at local events. Use of NTAQ logo and brand must always be approved in advance. Volunteers may not respond to or approach the media about any NTAQ concerns or stories without prior approval. All enquiries from media or regarding NTAQ news or newsworthy events should be directed to NTAQ Marketing team or the CEO.

Mobile Phone Use

Please turn your phone to silent mode before the commencement of your shift. Please do not use your personal mobile phone 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.

Name Badge

Please always wear your NTAQ name badge when volunteering for NTAQ This will identify you to colleagues and guests and is a key aspect of the company brand. If your badge is lost or damaged, please request a replacement from your Coordinator or Manager.

Personal Appearance and Dress Standards

NTAQ volunteers are expected to be clean and tidy in appearance in accordance with your volunteer role:

• Please always wear your NTAQ name badge when on NTAQ premises.

• Your clothing or uniform should be kept clean and in good condition.

• Hair must be clean, with long hair tied back away from the face if required.

• Fingernails must be clean, with no chipped nail polish.

• Tattoos are permitted if they are non-offensive.

• Earrings should not create any entanglement hazard

• Ear stretchers must be less than 1cm. No cone stretchers to be 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 as required throughout your shift.

• If shorts are worn for your role, they must be mid-way to your knee or longer.

• Wearing jeans or active wear is not acceptable attire.

• You must always wear footwear. Volunteers in selected roles must wear fully enclosed footwear for safety reasons.

• If you are required to wear a hat or apron, please wash it regularly, or seek a replacement if it is not in good condition stained or dirty.

• When you exit the NTAQ volunteer we politely request your NTAQ volunteer uniform is returned. However, if you choose to keep your

uniform, please do not donate to Ops shops for non-volunteers to wear. Your name badge and team benefits card do need to be returned.

• If you visit a NTAQ property when off duty, please do not wear your uniform or name badge. Instead, please bring your NTAQ Team Card to gain free entry for you and your guests.

Privacy Policy Summary

The NTAQ Privacy Policy lists our responsibility to manage information gathered from customers, volunteers, and other parties with whom we deal. This policy is in compliance with the (Privacy Act 1988 (Cth and amendments) and 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 comply with Privacy law, and should never collect, share, or disclose personal information of other people.

For assistance, please refer to the full Privacy Policy, your Coordinator or Manager or the NTAQ Privacy Officer at the email address of privacy@nationaltrustqld.org

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 deidentified if the information is no longer needed by NTAQ and government record keeping laws do not apply.

Sexual Harassment

We expect all NTAQ work sites to be safe, never intimidating, or uncomfortable for any staff member, volunteer, or guest. NTAQ takes 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. 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 an offence under criminal law, such as physical assault, indecent exposure, sexual assault, stalking or obscene communications.

A single incident can be considered sexual harassment; there does not need to be an established pattern or a repetition 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.

• If you believe you are being sexually harassed, you must act

• If possible, you should appropriately and clearly discourage unwelcome attention at the time that it occurs, and always report it promptly

• If you do not feel comfortable speaking to the person directly, you must contact your manager, your coordinator the People and Culture team.

All reports of sexual harassment will be treated seriously and investigated promptly, confidentially, and impartially. You are required to cooperate with any such investigation. If proven, disciplinary action will be taken.

Social Media Use Policy Summary

NTAQ volunteers are reminded that social media activity is more public and permanent than other communication styles and this policy seeks to support and assist you in working safely and confidently in the digital environment. This policy also covers content used on your own personal digital accounts where you can 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. A copy is available on the NTAQ website. In brief, it is permitted and encouraged for volunteers to post and share online content that is positive or neutral.

However, it is a breach of policy to post content (words or pictures) that:

• Depicts NTAQ in a negative or less-than-favourable manner

• Releases any new, unique, newsworthy, or confidential information.

• 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, 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 only for your private viewing and never to be shared on social media without express permission from a manager.

• Shows children in a manner that they can be visually identified.

Smoke Free Workplace

Smoking is not permitted within any NTAQ buildings, vehicles or at NTAQ worksites. Smoking is only permitted during designated meal/rest breaks in designated smoking areas Heritage Sites are strictly NO SMOKING on the property whatsoever due to the elevated risk of fire for a heritage property. Guests may smoke in designated public smoking areas.

Talent Release

By joining NTAQ you are authorising NTAQ or any agency acting on behalf

of NTAQ to make recordings of 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 fees, royalties, or remuneration for the use of any images and/or recordings will be considered. NTAQ will have the right to reproduce content and imagery for advertising, promotion, or any other purpose.

Technology Use

NTAQ technology including email, internet, telephones, mobiles, software, storage drives, photocopiers, cameras, etc. are to be used for work 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 communications. They must not be used in any way that is or may be destructive to the organisation, workforce or anyone associated with the organisation. Use of computers, mobiles, email, and internet during work hours should be for work-related activities only.

Two-Way Radio Use

If you work at a NTAQ site in a role that uses two-way radios, be aware that radio conversations can sometimes be heard by guests. Please keep communications brief, always use specified codes (if used at your worksite) and professional language, and never broadcast information which could cause distress to guests, breach privacy or bring NTAQ into disrepute.

VIP Etiquette

NTAQ properties are often visited by VIPs and celebrities from around the world, so please respect and protect the privacy of these VIP guests. You are not permitted approach them or ask to take photos. Do not report their visit to the media or upload any photos onto social media.

Whistleblower Process and Protection

NTAQ has a policy 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 any NTAQ Manager, People and Culture team, the CEO, any NTAQ Board Member, or by sending an email to independent external auditors at the email of: NTAQ@tnr.com.au

Disclosures may be made by any NTAQ team member or by members of the public. Disclosures may then be subsequently investigated.

WHS Requirements

It is your responsibility to ensure that you are aware of the WORK HEALTH AND SAFETY (WHS) requirements of your role and that you always adhere to them. NTAQ is committed to providing a safe and healthy workplace for all and have established practices and policies in place to ensure this WHS resources are provided in your initial WHS training and in the BETTER IMPACT document library. In addition, company resources, departmental and worksite WHS instructions must be observed and followed.

Working with Children and Young People and Blue Cards

NTAQ work sites can host visitors or guests or employ young people aged under 18 years. Staff and Volunteers of every age must abide by all elements of the NTAQ Child and Youth Risk Management Strategy which provides direction on speaking and behaving in a manner considerate of young people. The full version of this policy is available through the Better Impact document library or upon request.

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 volunteers to work in an unsupervised capacity with young people. Teachers, parents, carers or NTAQ team members who hold a Blue Card should always be present.

Workplace Bullying

Workplace bullying is unacceptable and will not be tolerated at NTAQ. Workplace bullying is when a worker (employee or volunteer) is subjected to repeated 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

Any NTAQ worker who is being bullied or has witnessed bullying should contact their NTAQ supervisor, manager, People and Culture or the WHS team for information and assistance in the management and resolution of a workplace harassment/bullying complaint. Workplace bullying does not include reasonable management actions.

Reports of workplace bullying will be treated seriously and investigated

promptly, confidentially, and impartially. You are required to cooperate with any investigation. If proven, appropriate disciplinary action will be taken.

Workplace Injury Process for Volunteers

Volunteers are not covered by Workers’ Compensation. In the unlikely event that you are injured whilst volunteering, you must:

• Receive first aid attention by a First Aid Officer (if available), no matter how small the injury

• You must complete the NTAQ ’Injury & Illness Report Form.’ It is strongly encouraged for you to also report ‘near misses,’ so actions can be taken to reduce future avoidable risks.

• Out of pocket medical expenses can only be reimbursed by NTAQ and our insurers if the correct procedures are followed.

The preferred option is for you to seek medical treatment by a Medical Practitioner or via the public hospital system (or private system if you have private health insurance) NTAQ does have a personal accident policy for volunteers in place. Reimbursement of relevant medical expenses or claims will be subject to lodgement of a claim if applicable, and acceptance by our insurer. If you have any questions in this area, please ask your Volunteer Coordinator or Manager who will follow this up for you.

Thank You

for taking the time to read the National Trust Queensland Volunteer Handbook. Should you have any further questions or queries please speak with your Volunteer Manager or Site Coordinator. Without your support, we would not be able to continue to conserve and advance our natural and cultural heritage for future generations.

National Trust of Australia (Queensland)

ABN: 85 836 591 486 CP: 5350 Head Office: 28 Tomewin Street, Currumbin QLD 07 5534 1266 info@nationaltrustqld.org www.nationaltrustqld.org.au