Volunteer Handbook Sample

Volunteer

Handbook

Sample

Resource Guide & Workbook

Volunteer Centre of Toronto

344 Bloor St. West, Suite 404

Toronto, ON, Canada M5S 3A7

T 416.961.6888

F 416.961.6859

E info@volunteertoronto.ca

Compiled by Engaging Organizations Department

volunteertoronto.ca

Advanced

Volunteer Handbook Sample

Resource Guide & Workbook

Using this Resource Guide &

Workbook

The Volunteer Handbook Sample resource guide & workbook

has been compiled by Volunteer Toronto to help community

groups, non-prots and charitable organizations with

the basic tools to create volunteer handbooks/manuals

for orientation and ongoing volunteer engagement. Most

examples are based on Volunteer Toronto’s materials, and it

is important to remember that these are guidelines informed

by best practices; you can adapt them to your situation as

needed.

Using this Volunteer Handbook Sample

Every volunteer should receive an orientation to their new

role and the organization, and accompanying this should be

a handbook including the policies & procedures that they

need to know. In this workbook, you’ll nd a detailed sample

volunteer handbook using draft and sample policies, policy

information, forms and statements you can adapt for your own

organization. Throughout the workbook, you’ll nd annotations

and notes covering the legal aspects of each policy, if any,

and other notes for your own adaptations. The contents of this

workbook are as follows:

• Introduction & Orientation Page 2

• Contact & Role Information Page 3

• Rights & Responsibilities Page 5

• Record Keeping, Dress Code & General Policies Page 6

• Privacy & Personal Information Policy Page 8

• Resignation & Termination Policies Page 11

• Workplace Violence & Harassment Prevention Page 14

• Accessibility Statement Page 15

• Volunteer Feedback & Evaluation Page 16

• Screening Process Page 21

Forms

• Condentiality Page 23

• Emergency Contact Page 24

• Computer Use Page 25

• Incident & Accident Reports Page 26

• Acceptance of Roles & Responsibilities Page 28

• Adding to the Handbook Page 29

Volunteer Handbook Sample

Resource Guide & Workbook

Page 1

Hey there, I’m Paperguy!

I’ll pop in throughout this

workbook to provide some

thoughts and

notes. Look for

me to provide

the legal

aspects of each

policy too!

Volunteer Handbook Sample

Resource Guide & Workbook

Page 2

Introduction & Orientation

Welcome to Volunteer Toronto!

As Canada’s largest volunteer centre, Volunteer Toronto has been serving the public since

1973 to build a caring and committed community of people who give their time towards

building a healthy Toronto. We support job seekers, high school students, newcomers,

retired individuals and just about anyone looking to use their time to give back. As a

volunteer for Volunteer Toronto, you’re contributing to a better Toronto.

Our Mission

Our mission is to help create the best possible volunteer experience.

Our Vision

Our vision is to create engaged communities through volunteer action.

Specically, we shall:

• Be recognized as a ‘centre of excellence’ for volunteer services and support

• Develop innovative approaches to volunteering

• Bring leading-edge products and services to our city

• Develop professionalism, collaboration and competence among our staff

• Be recognized for our high level social and community impact

Our Values

• Volunteering contributes to the vitality and capacity

building of the community

• Volunteers and the professionals that support them

are an integral component of the voluntary sector

• Honesty, integrity and scal responsibility are

demonstrated in all areas of our work

• Diversity of community stakeholders are respected

through the model of Cultural Competence and is

reected in policies and service delivery

• We believe sharing of experience and knowledge

is the cornerstone of community and leadership

development

Starting with an orientation to your

organization can help place the

volunteer’s role in the context of the

work you do. This initial description also

links the volunteer’s work to the mission

so that they can

know what to expect.

Including your mission,

vision and values can

also help volunteers

ensure they’re a good

fit for the organization!

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Contact & Role Information

Here at Volunteer Toronto, you’ll report to the primary supervisor of your program. Include

their contact name, phone number and e-mail address here:

Supervisor:

Phone number:

E-mail:

For general concerns, or if you can’t contact

your supervisor, contact the general volunteer

administrator at: [email protected] /

416-961-6888 x200

Programs & Roles

Volunteer Toronto’s work is split into two main areas: community serving and organization

serving. Here are the volunteer roles within these program streams:

Community Engagement

The Community Engagement department works with volunteers and potential volunteers

to inspire them to volunteer and let them know how to get started. Working with diverse

audiences, volunteers here will support the client-facing operations of Volunteer Toronto.

• Referral Counselors

Help clients nd volunteer roles through our online listings via in-person and phone

appointments

• Outreach Volunteers

Represent Volunteer Toronto at community

events and for different audiences, as

well as facilitate community outreach &

information sessions

• Youth Volunteer Ambassadors

Facilitate volunteer groups in high schools

across the city and encourage more youth

to volunteer

• Youth Advisory Council

Help guide Volunteer Toronto’s youth

engagement initiatives

Even if your volunteer already knows who their

supervisor is, having this information handy

will be useful down the road. We’ve included

a generic contact for the “general volunteer

administrator,” but here you should include

your contact info as a volunteer manager. If

the volunteer won’t have a program supervisor

and simply reports to the general volunteer

manager, you can omit the first section.

Include the volunteer’s full role

description here along with the other

potential roles. This

gives the volunteer

a sense of the other

ways their skills could

be used or other

directions they could

go as a volunteer.

Engaging Organizations

The Engaging Organizations department works with hundreds of non-prot and charitable

organizations across Toronto to help them nd volunteers and develop great volunteer

programs. Volunteers in this department support the organizations requiring our services.

• Subscription Assistant

Through phone calls, e-mails, research and

data collection, support the Subscriptions

Manager and the hundreds of organizations

that subscriber to our services

• Research Assistant

Support research efforts examining trends

and changes in the voluntary sector

Organization-Wide Volunteer Roles

Some volunteer roles support the entire organization in a variety of ways:

• Director

Sitting on the Board of Directors in a variety of potential roles, determine oversight and

provide support for strategic planning organization-wide

• Events Support Volunteers

Provide assistance for planning and coordination

of a variety of events including volunteer fairs and

premier events including the Legacy Awards & VECTor

Conference

• Photographer/Videographer

For a variety of needs, including events and campaigns,

photographers/videographers capture moments for

use on social media, online and in print

• Social Media/Website Volunteer

Assist with organizational communications through

social media and Volunteer Toronto’s website

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Volunteer rights and responsibilities are one

of the cornerstones of the Canadian Code for

Volunteer Involvement – click here to learn more

about the Code and the benefits of adoption.

Ensuring volunteers are aware of their rights and

responsibilities will make them feel valued and

like their work is important, and it will give the

volunteer program more credibility.

Rights & Responsibilities

As a volunteer, you have rights and responsibilities. Volunteer Toronto believes volunteers

are a vital human resource and commits to the appropriate infrastructure to support

volunteer engagement.

Volunteers have the right to:

• Work in a safe & healthy workplace, to know about unsafe work and to refuse unsafe

work

• A supportive environment in which to work and contribute

• Effective and meaningful volunteer involvement practices

• Have their say about their work and ideas regarding their role or program

• Provide feedback and receive feedback when requested and at regular intervals

• Be reimbursed for transit expenses to and from the Volunteer Toronto ofce (see General

Volunteer Policies, page 6)

• Ask for and receive support from their supervisor when required

• Be accommodated for any ability needs in order to complete non-essential tasks of the

role

Volunteers have a responsibility to:

• Act with respect for the cause, community, organization and its work

• Act responsibly and with integrity

• Fulll the duties of the role as dened in the position description, efciently and

effectively

• Respect all policies in place

• Notify their supervisor if they are unable to fulll their duties or miss a shift

• Recommend suggestions and changes if they determine any

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General Volunteer Policies

The following section outlines important policies and

policy statements for volunteers to be aware of and adhere

to. If you have any questions about policies, please consult

your supervisor for more information.

Record Keeping

Volunteers are required to keep track on a monthly basis of the numbers of hours spent

volunteering at Volunteer Toronto using Timecounts. Training on the Timecounts

software will be provided and the system can be accessed at home or during

volunteer shifts at the ofce. Record keeping is necessary to ensure required

hours are being met and reference letters and/or certicates, if available,

accurately depict the number of hours completed.

Dress Code

Volunteer dress codes vary and are dependent on the requirements of individual roles.

Volunteer Toronto implements a casual dress code and makes no distinctions or preferences

based on gendered clothing. Any clothing may be worn (with the exception of jeans with

rips), and footwear of any kind is appropriate. You may at times be required to wear a

Volunteer Toronto t-shirt, which will be provided.

It may be necessary for Volunteer Toronto to amend the dress code to accommodate the

needs of certain events. If amendments are made, these will be made clear to the volunteer

in advance of the affected shift, and volunteers may decline that shift with no negative

impact on their volunteer record.

Unless considered a safety hazard, choices about

the following are left to individual volunteers’

judgment:

• Haircut, style, and colour

• Tattoos, piercings, and other body art

• Religious & culture-specic attire & jewellery

You should have all of your

volunteer policies readily available

to volunteers in some way, whether

through a hard-copy printout or an

online location.

This dress code statement is part of a full

dress code policy that you can include; it’s

likely only necessary to highlight what the

volunteers immediately

need to know. Try not to

discriminate between

genders in your dress

code as any clothes can

be worn by any person.

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Speaking on Behalf of Volunteer Toronto

No volunteer may act as an ofcial spokesperson for Volunteer Toronto without designation

by the Board of Directors or Executive Director. Volunteers are encouraged to promote

Volunteer Toronto’s work in formal and informal settings which do not include media

interviews.

If volunteers are asked to speak about their work with Volunteer Toronto at a formal event,

they shall inform a staff member and seek information on current client trends, any

upcoming promotional events, or current fund-raising goals.

Social Media Statement

Volunteers are encouraged to share their experience with friends, family and networks.

Volunteer Toronto can be found on Facebook, Twitter, Instagram, LinkedIn, Youtube and

Tumblr - and social media is a great place to share experience. Follow, like & tag Volunteer

Toronto and share photos & status updates to show the world what it’s like to volunteer at

Volunteer Toronto.

General Policies

Volunteers must notify their direct supervisor if they will be unable to fulll a commitment

for any reason; if the supervisor cannot be contacted, contact the general volunteer

administrator.

Volunteers are required to attend orientation to the organization and training relevant

to the needs of their role to ensure they can perform their duties safely and effectively.

If a volunteer doesn’t receive this training, they should contact the general volunteer

administrator.

Volunteers must complete the Emergency Contact Form (page 24) to ensure that Volunteer

Toronto has important information on le in the event of an emergency. By signing this

form, volunteers consent to this information being stored for the duration of the volunteer’s

engagement and only used in emergency situations.

Volunteers must complete a Condentiality Pledge Form, Computer Use Form and

Acceptance of Role & Responsibilities Form (pages 28). Signing these forms ensures

volunteer work will comply with relevant legislation, not breach

any condentiality and privacy policies (more details on page

8) and can be performed effectively.

All volunteers are entitled to reimbursement for TTC tokens to

and from Volunteer Toronto for meetings and shifts. Coffee,

tea, and spring water are also available on the premises.

Consider anything you need the

volunteer to know, including

office dietary restrictions,

seasonal operations changes,

and more.

Privacy & Personal Information Policy

This is Volunteer Toronto’s Privacy & Personal Information Policy. Please note that you are

included in this policy and your personal information will be kept secure. By volunteering

with Volunteer Toronto and signing the Acceptance of Role & Responsibilities form (page

28) you are consenting to your information being collected and stored for the purposes of

volunteer engagement.

Policy Title: Privacy & Personal Information Policy

Approval Date: July 20, 2016

Purpose

In adherence to the Personal Information Protection and Electronic Documents Act, this policy

ensures the privacy and protection of volunteers’ personal information.

Policy Statement

Volunteer Toronto is committed to protecting the privacy of personal information of all stakeholders

in the organization including volunteers. This is in accordance with federal and provincial

government privacy legislation to ensure the collection, safeguarding and appropriate disclosure

of personal information. Pursuant to this policy, all individuals have the right to their own personal

information stored and used by Volunteer Toronto.

Definitions

“Personal Information” includes any information about an identiable individual, including race,

ethnic origin, colour, age, marital status, religion, education, medical, criminal, employment

or nancial records, address, telephone number, e-mail address, numerical identiers such as

Social Insurance Number and views or personal opinions.

“Provincial and federal law” refers to the Freedom of

Information and Protection of Privacy Act as administered

by the Government of Ontario (where related to government,

crown agencies and institutions collecting data) and the

Personal Information Protection and Electronic Documents

Act as administered by the Federal Government (where

related to all other activities of Volunteer Toronto).

Only government agencies, municipalities,

and institutions (including health care,

colleges & universities) must follow

the Freedom of Information Protection

of Privacy Act, which has

its own requirements. All

other organizations are

only subject to the Personal

Information Protection and

Electronic Documents Act.

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Application/Responsibilities

Volunteer Toronto collects and uses personal information from volunteers to support program

delivery and for the following specic reasons:

• Application and recruitment process of volunteers

• Maintaining contact with volunteers to ensure coverage of shifts and responsibilities and

letting volunteers know of opportunities

• Satisfying statistical reporting requirements (such as locations of volunteers) detached from

personal identiers

• Accommodating volunteers with disabilities, illnesses and/or injuries

• Supporting ongoing training and development

It is the responsibility of the organization and volunteer supervisors to request consent for a new

use of personal information.

The organization is expected to only disclose specic information as dictated by funding

requirements and where applicable by provincial and federal law. No information will be disclosed

without prior consent from volunteers with the exception of information made anonymous.

It is the responsibility of volunteers to provide consent for the collection of their personal

information.

It is the responsibility of volunteer supervisors to determine how long they will retain volunteer

information after the volunteer has ceased their engagement with the organization.

Procedures

Consent Statement

By signing the Acceptance of Role & Responsibilities, I consent to my personal information being

collected for the sole purpose as indicated. I acknowledge that my information will be used, safely

stored and protected by Volunteer Toronto for the duration that it is needed.

Information Storage

All personal information will be stored in digital copy on Volunteer Toronto’s secure shared drive

and in physical copies in the relevant volunteer supervisor’s les. These physical les will be

locked in a cabinet or ling space only to be accessed when necessary. Personal information will

be kept for the following durations:

• Reference information will be kept until 3 months after the interview process

• Volunteer general information will be kept for 5 years from the end date of their engagement

• Role-specic information will be made anonymous 1 year after the end date of a volunteer’s

engagement

At the end of these terms, volunteer information will be destroyed or made anonymous for

statistical purposes.

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Disclosure

Under most circumstances, personal information will be used by volunteer coordinators to match

roles and maintain contact with active volunteers. Certain information may be disclosed under

the following circumstances:

• Funder statistical requirements & reporting

• Regional volunteer location assessment

• Subpoena, warrant, court order or government request

Volunteer Toronto will not provide names and contact information of volunteers to other organizations

or companies without prior explicit consent.

Personal Access

Upon written request and with reasonable notice, all current and former volunteers (within the

aforementioned timeframes) can access their own personal information, afrm or challenge its

accuracy and request amendments when necessary.

Challenges to collection, use or disclosure of personal information are to be resolved immediately

by the Executive Director and complainants notied of their right to seek additional information

or le complaints with the Ofce of the Privacy Commissioner of Canada. All challenges and

complaints will be responded to in writing.

This is a robust set of Procedures for this policy. You must include

statements about storage, disclosure and personal access, so

include the details relevant to you. The consent statement should

be listed on actual forms the volunteer will sign, but is not

necessary here. In terms of retaining files, there is no standard

for the length of time, but the Personal Information Protection &

Electronic Documents Act recommends that their files be deleted or

made anonymous after a reasonable amount of time.

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Resignation & Termination Policies

These are Volunteer Toronto’s policies on Volunteer Resignation and Volunteer Termination.

These policies are in place to ensure you are aware of the process for resigning from your

volunteer role, as well as the process for termination if necessary.

Policy Title: Resignation Policy

Approval Date: July 20, 2016

Purpose

To ensure that clear and reasonable notice, as described below, is provided to Volunteer Toronto

by volunteers.

Policy Statement

Volunteers should provide their direct supervisor with written

notice of their resignation. It is expected that volunteers will give

a minimum of one (1) week notice, except in the circumstance

of family or medical emergency. Volunteers are not obligated to

provide a reason for resignation. However, volunteers who provide

less than one week’s notice and do not disclose a family or medical

emergency may not be invited back to Volunteer Toronto for a

minimum of three (3) years.

Application/Responsibilities

Volunteers who wish to resign from their position should follow the procedures described below.

Staff supervisors are expected to know and understand Volunteer Toronto’s policy and procedures

on volunteer resignation.

This policy will be reviewed annually by all staff who engage volunteers to ensure accuracy and

any changes to Volunteer Toronto’s volunteer involvement landscape. The Board of Directors will

review policy changes as they arise on a yearly basis.

Failure to follow this policy could result in the disruption of services at Volunteer Toronto.

Procedures

Resignation Provided with a Minimum of One Week’s Notice

Volunteers who wish to resign from their position and do so with a minimum of one week’s notice

must write a letter stating their intention and the last date of volunteer service. The resignation

letter should be forwarded to the volunteer’s direct supervisor electronically or provided in hard

copy. Staff supervisors will acknowledge in writing receipt of resignation letters that are provided

via email.

A copy of the resignation and acceptance of resignation will be kept on the volunteer’s record for

a minimum of three years.

Determine the reasons

that work for you and your

organization for exceptions to

this policy. In this case, family

or medical emergency are

allowable, but there may be

other options as well.

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Resignation Provided with Less than One Week’s Notice

Volunteers who wish to resign from their position and do

so with less than one week’s notice must write a letter

stating their intention and last date of volunteer service.

The resignation letter should be forwarded to the volunteer’s

direct supervisor electronically or provided in hard copy.

Staff supervisors will acknowledge in writing receipt of

resignation letters that are provided via email.

Volunteers may disclose a family or medical emergency as a

reason for resignation to any Volunteer Toronto staff member

in person, over the telephone, or in writing. If an emergency

is provided as the reason for sudden resignation, this will be

indicated on the volunteer’s record, and the volunteer may

apply to return to Volunteer Toronto at any time. If no emergency is disclosed, the volunteer may

not be welcome back to Volunteer Toronto for a minimum of three years.

Policy Title: Termination/Dismissal Policy

Approval Date: July 20, 2016

Purpose

To ensure that dismissal of volunteers is fair, equitable and reasonable based on the process

herein and the expectations, responsibilities and consequences of volunteer actions.

Policy Statement

Volunteer Toronto has the right to dismiss any volunteer whose actions have not supported the

vision and mission of the organization and/or who has violated Volunteer Toronto’s policies,

procedures, boundaries and position responsibilities.

Application/Responsibilities

Volunteer supervisors within the organization will determine the responsibilities of each volunteer

role – along with any associated expectations, boundaries, duties and rules that are appropriate.

Volunteers will also sign an Acceptance of Role & Responsibilities including appropriate behaviour,

rights and responsibilities, revised annually by the Policy Review Team.

It is the responsibility of every volunteer coordinator and supervisor to ensure volunteers are aware

of their expectations and responsibilities, and all possible consequences for failing to meet these

expectations, breaching a boundary, or inappropriate behaviour.

It is the responsibility of volunteers to understand their expectations and be aware of the dismissal

policy and process to follow each step accordingly.

This policy uses the language “may not

be welcome back” which does leave

the door open for

volunteers to return

in the future. Use your

discretion on whether

you’d allow this, and

also determine how

long the timeframe is

you’re working with.

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Procedures

The following are considered grounds for immediate dismissal:

• Illegal, violent and/or unsafe acts (will also involve Toronto Police Services)

• Theft of property or misuse of Volunteer Toronto funds, equipment or materials

• Being under the inuence of alcohol or drugs while performing volunteer duties

• Any action or behaviour that causes harm to clients

All volunteers are subject to a probation period as determined by their supervisor and as outlined

in their position description. During this probation period, the following procedure may not apply

as volunteers may only receive one or no warnings for improvement, depending on the severity of

the issue. The following procedure applies in all other cases besides probation and the immediate

dismissal grounds listed above:

1. Any instance of failure to meet the requirements of the role, behave within the boundaries

and Code of Conduct and/or misrepresent or contravene the mission of Volunteer Toronto

will be documented in the volunteer’s le using an Incident Report. Each occurrence will be

shared and followed-up with the volunteer. A plan will be created to improve behaviour and

ensure instances aren’t repeated.

2. If such occurrences are repetitive or frequent, the volunteer will be given a warning in person

and in writing. This warning will be recorded in the volunteer’s le.

3. Depending on the severity of the issue, the number of warnings before termination will vary –a

standard consideration should be 2 warnings, as the volunteer will be given opportunities to

improve after each and the failure to improve after the 2nd warning would warrant dismissal.

4. The duration between the last warning and informing a volunteer of their dismissal should be

no more than 2 weeks – this depends on the volunteer’s engagement (daily, weekly, monthly,

occasional) and should still allow for volunteers to improve behaviour and performance if

possible.

5. An appointment should be scheduled to inform the volunteer of the decision to dismiss them

in person – present at this meeting will be the direct coordinator of this volunteer and one

other member of senior staff. The volunteer is invited to

bring another volunteer or any other person for support

purposes. This meeting is to inform the volunteer of

the decision, not to discuss or potentially change the

decision.

6. The volunteer should be supplied with a conrmation

of their termination in the form of a Dismissal Letter,

signed by their supervisor and the Executive Director.

Your dismissal policy should be clear

and succinct; don’t dance around

the topic as volunteers need to know

clearly what could get them dismissed,

and what the process looks like. In this

sample, the “Acceptance” sign off can

be replaced with a more detailed Code

of Conduct.

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Workplace Violence & Harassment Prevention

Volunteer Toronto’s Workplace Violence & Harassment Policy and Human Rights & Anti-

Discrimination Policy work in tandem to ensure volunteers work in an environment free

from violence, harassment and discrimination.

Definitions

Complaints

Volunteers who lodge good faith complaints may do so without fear of retaliation or reprisal. Alleged

retaliation or reprisals are subject to the same complaint procedures and discipline as complaints

of discrimination and harassment. Complaints will be kept condential, with disclosure only

occurring if deemed necessary to adequately resolve issues.

Complaints issued that are found to have been made in bad faith will be subject to disciplinary

action, up to and including dismissal.

Responding to Complaints of Harassment or Discrimination

Volunteers who feel they have been the target of harassment or discrimination have three options

for managing the concern:

1. Direct Communication – With little intervention from Volunteer Toronto, complainant can

communicate directly with the person who behaved inappropriately

2. Informal Complaint – With assistance from Volunteer Toronto, complainant can lodge an

informal complaint and not communicate directly with the accused

3. Formal Complaint – With assistance from Volunteer Toronto, complainant can lodge a formal

complaint with the possibility of taking legal action against the respondent

Detailed information can be found in the Workplace Violence & Harassment Policy.

Discrimination means any form of intentional

or unintentional unequal treatment based on a

protected ground of the Ontario Human Rights

Code that results in disadvantage, whether

imposing extra burdens or denying benets.

Discrimination needs only to be one factor

among many factors in a decision or action for

a nding of discrimination to be made. (See

Human Rights & Anti-Discrimination Policy)

Harassment means a course of comments or

actions that are known, or ought reasonably to

be known, to be unwelcome. It can involve words

or actions that are known or should be known

to be offensive, embarrassing, humiliating,

demeaning or unwelcome.

Workplace is any area where tasks are carried

out on behalf of an organization. This can be

an ofce, a private residence during times

when tasks for an organization are taken on,

or a public area during times when staff or

volunteers are carrying out activities related to

an organization.

Workplace violence is the exercise of physical

force by a person against a worker (volunteer

or staff member), an attempt to exercise

physical force against a worker, or a statement

or behaviour that it is reasonable for a worker to

interpret as a threat to exercise physical force

against the worker, in a workplace, that could

cause physical injury to the worker.

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Accessibility Statement

In order to better serve clients, Volunteer Toronto strives to ensure that service delivery

supports the core principles of the Accessibility for Ontarians with Disabilities Act (AODA):

independence, dignity, integration and equal opportunity. Volunteers will receive appropriate

training on the AODA, its Customer Service Standard and the knowledge to effectively

serve all clients. Volunteers are also engaged in an accessible recruitment process and are

encouraged to identify any accommodations needed to fulll their role effectively.

Volunteer supervisors shall:

• Be asked to assess & identify the actual abilities needed for a volunteer position when posting

opportunities

• Ensure that volunteering premises are as accessible as possible and provide an accessible

washroom and low-scent environment; this applies to on-site and off-site facilities

• Check appointment, interview and registration information for accommodations of volunteers

or clients ahead of meetings, sessions or other events

• Provide training to volunteers on the Customer Service Standard in regards to techniques and

knowledge required to effectively serve clients with disabilities

• Accommodate volunteers when possible to ensure they can complete duties of their role with

minimal or no barriers

Volunteers will be trained and effectively prepared to:

• Allow clients with disabilities to use assistive devices to access our services and provide other

measures wherever possible and when needed

• Welcome guide dogs or other certied service animals to accompany clients in any area of the

premises open to the public

• Encourage anyone with a disability to have their support person accompany them to attend an

ofce visit, training session or special event – support persons are welcomed and not charged

for event admissions

• Make adjustments to shared space

(training room, waiting area, interview

room) for assistive devices, a service

animal or a support person

• Communicate with people with

disabilities in a manner that takes into

account the person’s disability, including

alternate forms of communication

(verbal, written, digital) based on

individual need

It’s one thing to ensure Customer Service Standard

training is provided to all volunteers, as the AODA

requires; it’s entirely another to ensure your volunteer

program is accessible to volunteers of

all abilities! An accessibility statement

dictates the responsibilities of

supervisors and volunteers. Be sure to

include specific items volunteers should

be aware of regarding accessibility in

your facility and programs.

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Volunteer Feedback & Evaluation

As noted in the Rights & Responsibilities (page 5),

volunteers are entitled to provide and receive feedback.

This feedback should be given at regular intervals and

when requested, and given at regular intervals and when

appropriate.

Volunteer supervisors are responsible for determining

the appropriate length of time within which to assess

volunteers through a formal evaluation process, and will

inform you of this timeframe. The organizational average

is three months since the beginning of your engagement. Along with supervisor feedback,

volunteers have the opportunity to provide feedback on their role, the program and any

other issues.

Volunteers are also encouraged to provide immediate feedback when necessary, and/or

request a meeting with their supervisor when in need of support or to provide feedback.

Volunteers are invited to provide feedback via an exit interview when they leave the

organization.

Templates

The following templates are for volunteer supervisors to evaluate volunteer performance in

the following areas:

• Fullment of role requirements & tasks

• Fullment of overall requirements including tracking shifts

• Communication

• Relationships

Informal Template

Part 1 - Supervisor Items to Address

Knowledge of the Position – Volunteer has: overall knowledge of the position/tasks and

relationship to the agency, do they meet or exceed requirements or need improvement

Quality of Work – Volunteer is: accurate, thorough, follows procedures, fullls duties

Two-way feedback is integral to a

successful volunteer program, and

consistent feedback and review

of volunteers can help them grow

and improve. Be open to receiving

feedback from volunteers and

acknowledging the suggestions

and changes they can provide.

Choosing the right template – and format –

depends on the needs and type of volunteer

evaluation. For scheduled recurring

evaluations, the formal template

can help you see improvement

over time. For quick check-ins

and impromptu evaluations, the

questions in the informal template

can provide a great start.

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Dependability – Volunteer is: timely, attends shifts, punctual, meets goals, reliable

Teamwork/Interpersonal Relations – Volunteer has: ability to work with others; positive

relations with staff, other volunteers and clients; cooperative nature

Personal Qualities – Volunteer: takes initiative, is creative, goes beyond the call of duty, is

willing to help in other areas

Other Issues/Concerns/Suggestions Supervisor may have?

Part 2 - Volunteer Discussion

Are your needs being met? Do you: require more training? Require more organizational

information? Need clarication on policies/procedures? Need more responsibilities, hours,

or work?

Are your expectations being met? Is the position: what you expected? Keeping you interested

in continuing? In line with Volunteer Toronto’s mission? Meeting your needs?

What is your overall satisfaction with Volunteer Toronto and with the actual position?

Other Issues, Concerns, and/or Suggestions

Volunteer may have?

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Formal Template

Volunteer Evaluation

Volunteer Name: Date:

Area

Comments and/or Suggestions

for Improvement

Rating

Does the volunteer…

• full the requirements of the role

• meet deadlines on a regular basis

• have an adequate/reasonable

workload

• have the appropriate resources to

full their role

Does the volunteer…

• arrive for their shift on time

• ll out their volunteer log

• check in with you or staff when

they arrive

Does the volunteer…

• communicate issues with you

• ask you for strategies and advice

to help them succeed

• show improvement each shift/

evaluation

• seek and take your advice

Does the volunteer…

• relate well with stakeholders

• relate well with staff

• build and maintain effective

working relationships

Rating Scale:

1 (Below Target) - 2 (Approaching Target) - 3 (On Target) - 4 (Above Target) - 5 (Beyond Target)

I acknowledge that my supervisor has gone over this evaluation with me in full, and I

understand the areas in which I need to improve.

Volunteer

Signature

Supervisor

Signature

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This survey can be used by volunteers to provide feedback to supervisors, but is not necessary.

Name

Position

Period of Evaluation

Supervisor

Rating Scale:

1 - Needs Improvement 2 - Fair 3 - Good 4 - Very Good 5 - Excellent

Orientation & Training

The goals and purposes of Volunteer Toronto were clearly

explained

1 2 3 4 5

The description for the position was reviewed and procedures

were explained

1 2 3 4 5

Boundaries were identied and consequences were made clear 1 2 3 4 5

Training was effective and provided the tools needed to perform

the assigned task

1 2 3 4 5

Comments:

Supervision

Supervisor was available when I had questions or needed

information

1 2 3 4 5

Supervisor’s attitude was professional 1 2 3 4 5

Expectations were clear and supervisor was transparent 1 2 3 4 5

Comments:

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Workload

The role provided enough tasks and responsibilities to keep me

busy

1 2 3 4 5

The time commitment for the role provided adequate time to

complete tasks

1 2 3 4 5

There were opportunities to expand my role or my workload 1 2 3 4 5

Comments:

What other training or growth

opportunities would you like

to see offered?

What additional tools would

make your work more

effective and/or pleasant?

How could Volunteer Toronto

improve its volunteer –

staff structure and/or

relationships?

Do you have any additional

questions or comments?

Signature of Volunteer Date

Signature of Supervisor Date

Screening Process

The screening process undertaken to obtain all volunteer roles in the organization is consistent

across departments and programs. This is in order to ensure a process that is compliant with

human rights legislation and allows the right volunteers to nd the right volunteer roles. If at

any time volunteers wish to switch roles within the organization, they will be subject to the same

screening process as external potential volunteers.

Application Form

Either using the completed application form already on le or completing a new one, individuals

must submit an application form including necessary personal information (such as name, e-mail

address & phone number) and questions relevant to the position, if applicable.

Additional requirements may be requested, including writing samples, cover letter and references.

To request police reference checks or vulnerable sector screenings, the following criteria must be

met:

• There is a bona de reason to request this check – examples include working with vulnerable

clients (seniors, youth, people with disabilities), handling money, driving, or certain

unsupervised programs

• The check is not requested until the nal round of the screening process (after interviews) to

ensure the candidate is a right t for the role

• Any information found on the check that is not relevant to the role or its requirements will be

disregarded and have no impact on decision making

In the screening process, candidates will:

• Fill out an Application Form or follow similar

Application Requirements from postings on

the Volunteer Toronto website

• Submit additional requirements based on

their relevance to the role communicated

to applicant and as determined by the risk

assessment

• Be interviewed in a single- or multi-phase

process by one or more staff

• Submit personal and/or professional

references if required for the purposes of

selection

• Attend orientation & training if selected for

the volunteer role

All staff recruiting volunteers will:

• Post application information (Form/

requirements) on the Volunteer Toronto

website, along with any additional

requirements for the role as determined by

the risk assessment

• Interview candidates who best meet the

requirements of the role via phone and/or

in-person

• Contact references if required for the

purposes of selection

• Decline candidates who had been selected

for interviews that do not meet the

requirements of the role

• Prepare or provide orientation & training for

new volunteers that are selected

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Interview

Interview questions are developed in advance and designed to discover the presence of

skills, competencies and experience of candidates for the specic role, related to the duties,

responsibilities and activities of the role. A phone/online video call interview can be a rst round,

or the only interview round, if the information and format will be applicable for the role. Detailed

records are kept of each interview, including notes of comments made by volunteer candidates

and interviewer concerns; this record is available to volunteers at any time.

References

References may be requested at any time, but candidates must provide consent to contact

references. References will not be contacted until the final stage of the screening process, and

must be contacted by staff for the candidate who has been tentatively selected for the role. Notes

of the comments from reference conversations will be kept in the volunteer le, with contact

information kept condential.

Volunteer Toronto recommends the use and selection of the following as acceptable references:

• At least one person who has served in a supervisory capacity with the volunteer in paid or

unpaid settings

• At least one person who knows the volunteer personally

and can vouch for their experience as listed

• Additional references based on the level of risk in the

role

• Partners, spouses, family members and medical

professionals of the volunteer may not be used as

references

Next Steps

Supervisors will determine the timeline for the screening process if a second or third interview will

be required. Any additional requests from volunteers will be equitable to all candidates of that

stage in the screening process, such as police reference checks or samples.

It’s useful for existing volunteers to

know that references will

be contacted if they’re

being considered for

a new role, and it’s an

important practice for

new volunteers as well.

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Forms

Volunteer Condentiality Pledge

In my capacity as a volunteer at Volunteer Toronto I may learn personal facts

about staff, volunteers, clients and member agencies. I may become aware

of condential information related to the operation of the organization. I

understand that I must exercise due diligence and caution in any discussion

related to Volunteer Toronto and its business.

I understand that condential information may be disclosed to me in the course

of my duties and will not be divulged unless I believe that it is necessary and

would only do so to my immediate supervisor.

I also understand that condentiality is not limited to my current afliation with

Volunteer Toronto and that it continues in perpetuity.

Signature:

Name:

Date:

Witness:

Date:

Include a link to your confidentiality

policy to help clarify this “pledge”

for volunteers. Their sign-off may

also need to be accompanied by

training to further elaborate the

importance of confidentiality.

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Volunteer Emergency Contact Information

Name:

Address: Postal Code:

Phone Number: E-mail:

Date started with Volunteer Toronto:

Contact Person:

Relationship:

Home Phone: Work Phone:

Cell Phone: E-mail:

Please feel free to list any additional information that you think may be helpful

in the event of contacting an individual about an emergency situation:

Signature:

Dated:

Consider how much emergency

contact information you’ll need

and if it will be relevant. For

instance, you may want e-mail

addresses in addition to phone

numbers.

Internet, Personal Computers & E-mail Acceptable Use Policy

In my capacity as a volunteer at Volunteer Toronto, I understand that there

will be occasions when I will need to access personal computers, shared les,

e-mail and the Internet. I understand that it is imperative that I exercise due

diligence and caution when working on any of Volunteer Toronto’s computers

and further understand that all electronic information related to the operation

of the organization must remain condential at all times.

Volunteer Toronto encourages the use of internet to accomplish job

responsibilities and further Volunteer Toronto’s mission. Volunteer Toronto

encourages use of the internet for work related professional contacts and

career development.

Volunteer Toronto expects VT staff and volunteers to use internet access in a

responsible and informed way.

Volunteer Toronto expects staff and volunteers not to share network or system

passwords with anyone.

Use of internet is a privilege, not a right. Volunteer Toronto management may

revoke this privilege at any time for unacceptable behavior and abuse of this

privilege.

Data integrity must be maintained at all times and any deliberate attempt to

sabotage or destroy les will be grounds for immediate dismissal and/or legal

action.

I fully understand and agree to abide by the above policies when using Volunteer

Toronto’s computers, Internet and Email services.

Signature:

Name:

Date:

Witness:

Date:

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Your level of need for a policy of this

nature depends on the work of volunteers

and the extent to which your computers

& databases may contain secure and

personal information. If a volunteer won’t

be using a computer for their volunteer role,

then this form won’t be necessary.

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Incident Report

“Incident” is a circumstance serious enough to require immediate attention to a volunteer,

client or staff. Incidents can occur because of a volunteer’s actions, or instead in the

presence of a volunteer. This can include breaking boundaries or rules, failing to follow

instructions, near-accidents or any occurrence that is problematic.

Date:

Time:

Location:

Name(s) of individual(s) involved:

Details of incident:

Signatures:

Individual(s) Date:

Supervisor Date:

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Accident Report

“Accident” is an unforeseen or unexpected occurrence that could lead to bodily harm or

injury and/or damage to property. Accidents are without apparent or deliberate cause and

can happen to anyone involved – volunteers, clients, staff and/or community members.

All parties present during an accident – volunteers and/or staff – are required to ll out an

accident report form. Use the following format:

Date & Time:

Location:

Report Completed By (& Contact Info):

Names of individual(s) involved:

Nature of Accident:

Medical Emergency / Physical Injury / Property Damage / Assault or Violence / Other

Details of Accident:

Circumstances Leading to the Accident:

Was there a supervisor present (and who was it?):

Action Taken (by you or another individual):

Who was contacted?:

Signature(s):

Why have two different forms for accident &

incident? You want your accident form to be

formal for record-keeping

purposes in the case of harm or

damage, whereas the incident

form is more useful to track any

instance of an issue, behavioural

or otherwise, that does not

require immediate attention.

Acceptance of Role & Responsibilities for Volunteers

I fully understand and agree to abide by the policies of Volunteer Toronto as

outlined in the Orientation and Training Session and policies and statements

provided in this handbook. I further agree to represent Volunteer Toronto in

a professional and courteous manner which reects the organization’s key

messages and core values. I agree to consult with a Volunteer Toronto staff

person should any situation arise during the event which requires clarication,

consultation, or appropriate input before making a decision.

Signature:

Name:

Date:

Witness:

Date:

Volunteers can’t legally sign contracts, so

having a single sign-off like this allows

you get the volunteers written approval

of & agreement to the policies and

procedures you’ve laid out in the handbook.

This is especially useful as the last page

as it can be removed and handed in.

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Adding to the Handbook

Over time, it might be important to make changes or additions to your volunteer handbook.

These could be full policies from your set of volunteer policies & procedures, or shorter

statements, forms or instructional pieces. Adding to the handbook is a useful way to

keep your volunteers up to date on important changes. If you print out the handbook for

volunteers, you’ll want to give them printed additions but also provide them digitally.

Since adding (and especially creating) new policies can be a challenge, here are a few

quick pointers to help you in the process:

Your policies should have four to ve pieces, as follows:

• Purpose – A short introductory description for the goal of the policy, explaining what

having the policy in place will accomplish

• Policy Statement – The rule or standard the policy must communicate; can be short or

longer but must get the point across as clearly as possible

• Denitions – If needed, you may need to dene terms in the policy or elaborate on

language from legislation

• Application & Responsibilities – This details how the policy will be applied and who is

responsible for or has responsibilities under the policy

• Procedures – The “action” part of the policy, usually some guidelines or a process as

well as forms and templates

Procedures can completely vary, unlike policies which can follow a consistent template.

Your procedures should respond to the needs of the policy, both in the application and the

process under procedures. In some cases you might need a form or sign-off from volunteers,

whereas others could be a detailed process for planning or responding to something in your

program. Ensure your procedures:

• Are clearly linked to the policy

• Are adaptable/editable when needed

• Can be accessed by everyone (volunteers & staff)

• Respects the needs of volunteers (it’s accessible in language and format)

Volunteer

Handbook

Sample

Resource Guide & Workbook

Volunteer Centre of Toronto

344 Bloor St. West, Suite 404

Toronto, ON, Canada M5S 3A7

T 416.961.6888

F 416.961.6859

E info@volunteertoronto.ca

Next Steps

To continue your volunteer management journey, there are a number of other workbooks

created by Volunteer Toronto to assist you every step of the way:

Basic

• Planning, Recruiting & Selecting

• Training, Supervising & Supporting

• Evaluating, Retaining & Developing

• Engaging Group Volunteers

• Professional Development for Managers of Volunteers

Intermediate

• Planning for Volunteer Involvement

• Volunteer Recruitment

• Volunteer Selection

• Training & Orientation

• Volunteer Retention & Recognition

• Volunteer Supervision

Advanced

• Accessibility and the AODA

• Giving Volunteers Feedback

• Short Term Volunteers

• Long Term Volunteers

• Volunteer Boundaries & Dismissal

Check out our Online Learning Centre for a variety of courses to further enhance your

learning and improve your practice - go to volunteertoronto.ca/OnlineLearning

This Resource Guide & Workbook has been compiled by the Engaging Organizations Department of

volunteertoronto.ca