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EDITION 1: JUNE 2013
COMMUNITY CHAMPIONS VOLUNTEER HANDBOOK
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Contents
Welcome and Introduction to the Volunteer Handbook 4
◗ 1 Introduction to the Community Champions Approach 6 1.1 Our Approach: Community engagement
1.2 Why this approach?
◗ 2 The role of volunteers 8 2.1 What is a volunteer?
2.2 A volunteer is not…
2.3 Volunteering with the Community Champions Programme
◗ 3 Community Champions Programme 11 3.1 Programme vision, aims and objectives
3.2 What the Community Champions Programme does
3.3 Community Champions projects
3.4 Equality Opportunities and Diversity statement
3.5 Pathway of involvement
◗ 4 The Community Champions Role 16 4.1 Role description
4.2 Main tasks of the role
4.3 Community Champions skills and experience
4.4 Benefits of being a Community Champions volunteer
4.5 Time commitment
4.6 Record-keeping and reporting
4.7 Recognition of volunteers
◗ 5 Becoming a Community Champion 22 5.1 Introduction
5.2 Recruitment
5.3 DBS (Disclosure & Barring Service) checks
(previously CRB [Criminal Records Bureau] checks)
5.4 Volunteers in receipt of Job-seekers allowance
or other benefits
5.5 Induction
5.6 Volunteer agreement
◗ 6 Support and Development 26 6.1 Training
6.2 Support and supervision
6.3 Communication
◗ 7 Policies and Procedures 28 7.1 Expenses
7.2 Insurance (including use of personal car)
7.3 Health and safety
7.4 Confidentiality and information sharing
7.5 If things go wrong: problem-solving and complaints
procedures
◗ 8. Moving On 33 8.1 Exit interviews
8.2 References
◗ 9. Appendices 34Appendix 1: Checklist of host organisation policies,
procedures and forms
Appendix 2: Excerpt from ‘Volunteering while getting
benefits’: Department for Work and Pensions
(DWP) JobCentre Plus Guidance, February 2010
Appendix 3: Sample letter to JobCentre Plus in support
of volunteer in receipt of state benefits
Appendix 4a: Sample volunteer agreement – Directory
of Social Change in association with
Volunteering England
Appendix 4b: Sample volunteer agreement -White
City Residents' Association Community
Champions Project
Appendix 5: Community Champions Programme
guidelines for working alone
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Welcome to volunteering as a Community Champion. The Community Champions programme is
a volunteer programme funded and supported by the Tri-Borough Public Health Service. It works
across the three boroughs of Hammersmith & Fulham, Kensington & Chelsea and Westminster.
This handbook is a guide to enhance your volunteering experience as a Community
Champion. As your role is so varied, it won’t cover every circumstance or eventuality, nor
answer every question that you may have about volunteering. Hopefully though, it will be a
useful aid, which you can refer to throughout your time volunteering, and when meeting with
your supervisor or manager.
Each section includes important information about your role as a Community Champion. As
well as what we expect of you, it also outlines what you can expect from us. As with all good
relationships healthy communication is a two-way process, and we want to ensure that we
listen and learn from you, so that the volunteering experience is as rewarding and beneficial
as possible. You should have the opportunity to discuss your own personal expectations and
development with your supervisor or manager and them with you.
Many of the policies and procedures referred to in this handbook will be wider than the
Community Champions programme and should be in place in your host organisation. It will be the
responsibility of your manager to make sure you are familiar with the policies that affect you.
If you are unsure about anything contained in this handbook or want further clarification
please discuss with your volunteer co-ordinator or manager.
This handbook can also be read on-line on the Community Champions website:
www.communitychampionsuk.org
Welcome to the Community Champions Volunteer Handbook
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1.1 Our Approach: Community engagement
The Community Champions Programme is supported by the Tri-Borough Public Health Service.
Community Champions use a community engagement approach to health promotion.
This approach recognises that the professionals don’t have all the answers. Instead,
we aim to empower residents and communities to identify issues and problems and
come up with their own solutions.
Our main aim is to build the capacity of local estates, neighbourhoods and individuals
so that they can work together with local service providers and commissioners (people who
buy local services). In order to meet local health and social care needs, we want services
to be designed and developed in partnership with local people.
We aim to connect communities and residents with local services by:
1 | Introduction to the Community Champions Approach
Putting in place effective
community-led approaches
that improve health and well-being
Working in partnerships
with local organisations to provide volunteering and
sometimes employment opportunities
ResidentsCommunities
Local Services
Engaging and empowering people
to enable them to create good health and well-being
in their communities
Building confidence, knowledge,
skills and capacity of local residents
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1.2 Why this approach?
The Public Health White Paper ‘Healthy Lives, Healthy People1’ recommends that addressing
the root causes of poor health and wellbeing requires an approach to delivering healthcare
which is ‘owned by communities and shaped by their needs’
Evidence suggests that this approach may lead to improvement in health and wellbeing,
and prove more cost-effective because it:
l Uses local people’s experience and knowledge to design or improve services.
This can lead to more appropriate, effective and sustainable services.
l Empowers people by giving them the chance to co-produce their services.
Participation can increase confidence, self-esteem and self-efficacy (a person’s
belief in their own ability to succeed). It can also give them an increased sense
of control over decisions affecting their lives.
l Contributes to developing and sustaining social capital - building confidence,
improving mental wellbeing, reducing isolation and promoting community cohesion
l Encourages positive attitudes and behavior towards health.
l Builds more trust in government bodies by improving their accountability
1 Department of Health, 2010promoting and enabling local autonomy and supporting local people so that they are able to take a proactive role in identifying issues, co-designing solutions and supporting the delivery of services in their local area."
1 | Introduction to the Comm
unity Champions Approach
Our approach fits with the government’s plans for community involvement and local
ownership. The ‘Localism’ and ‘Big Society’ agendas sum up the approach:
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2.1 What is a volunteer?
People volunteer for many different reasons. They may choose to volunteer to develop skills
or gain experience, to socialise or to give something back to society. They may also volunteer
because they feel a moral duty or have compelling reasons to take part in voluntary action,
or support a particular cause. The key element is that it is freely undertaken.
Community Champions are volunteers. There is no legal definition of the word ‘volunteer’.
However, a widely accepted definition of volunteering is2:
2 Department of Health, 20103 An agreement between government and the voluntary and community sector, which sets out key principles
and establishes ways of working together for mutual benefit. Office for Civil Society, Dec 2010
The Community Champions programme subscribes to the four principles of The Compact3
as to what volunteering is:
Choice – Volunteering must be a choice freely made by each individual. Freedom to volunteer implies freedom not to be involved.
Diversity – Volunteering should be open to all, no matter what their background, race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.
Mutual benefit – Volunteers offer their contribution and skills unwaged but should benefit in other ways in return for their contribution. Giving time voluntarily must be recognised as a reciprocal relationship in which the volunteer benefits and feels that his or her contribution is personally fulfilling.
Recognition – Explicit recognition that valuing the contribution of volunteers is fundamental to a fair relationship between volunteers, voluntary and community organisations and Government. This includes recognising the contribution to the organisation, the community, the social economy and wider social objectives.
2 | The role of volunteers
an activity that involves spending time, unpaid, doing something which aims to benefit the environment or individuals or groups other than or in addition to close relatives."
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2.2 A volunteer is not…
l an employee or a substitute for one
l someone who has a role created to suit their skills or needs e.g. work experience
l a general ‘helper’ with no clear role or responsibilities
l someone who is instructed or obliged to give their time without payment in order to
meet the requirements of other individuals or organisations e.g. placements required
to keep receiving government benefits or activities pressed upon someone by family
members or social workers
2.3 Volunteering in the Community Champions Programme
Community Champions volunteers help communities to deliver sustainable solutions
to health problems. They show how residents, patients and carers can work together with
health and social care professionals, to deliver effective health and social care services.
Volunteers contribute an enormous range of experiences and skills to the Community
Champions Programme. This greatly increases the extent of its work, and improves its
flexibility in responding to current and future needs.
Volunteers can also pioneer innovative ways of working that may not be possible for staff
members in the statutory sector.
2 | The role of volunteers
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3.2 What the Community Champions Programme does
By undertaking research and gathering insight the Community Champions programme helps
local organisations to understand their communities better. This can influence services and
make them more suited to local needs. The programme also communicates important health
messages, and raises awareness in communities of their local services.
The Community Champions programme:l Contributes to identifying health and social care needs and priorities
l Promotes and delivers local health and well being services
l Designs and delivers key public health messages
l Works in partnerships with commissioners and providers to design, shape and improve
public sector services.
Examples of Community Champions projects:l Child Oral Health Campaigns
l Cancer Awareness Campaigns
l Community-based events to promote local health and wellbeing services, provide
information and raise awareness of local activities
l Developing a community-based website to promote health and wellbeing
3.1 Programme vision, aims and objectives
The vision for the programme is:
Programme aim:
Programme objectives include:
Recruit and train local residents as Community Champions to work with
providers and commissioners
Gather insight and community intelligence
through residents’ feedback (resident
surveys and insights, market research)
Develop skills and competencies of Community Champions through personal
and professional development, training,
and where relevant, supporting access
to return to work / preparation for
employment
Increase Early Intervention, Health Promotion & Behaviour Change through local public health programmes.
These promote early intervention, peer
education and self-management for people
with long-term conditions
Improve access to local health and wellbeing services particularly through proactive
community outreach (contact, information
and signposting to local services)
Build social capital through community
events
3 | Community Champions Programme
3 | Comm
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A community that is engaged in determining and delivering improved health and wellbeing and reduced inequalities."
To develop the capacity of local people and services to promote health and wellbeing, and reduce inequalities."
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3.3 Community Champions Hubs
Community Champions ‘hubs’ are located in some of the most deprived wards in the three
boroughs of Hammersmith & Fulham, Kensington & Chelsea and Westminster. The location
of these hubs has been decided through analysing public health information for the boroughs,
especially on health inequalities. Each hub is hosted and managed by a local voluntary
and community sector host organisation with a proven track record and ample experience
of community development and managing projects. Each hub works within the overall
Public Health aims and objectives of the Community Champions Programme but to a
locally-determined plan dependent on local needs and priorities, and target audiences.
There are six hubs currently operating with more planned for the future. These are:
l White City Community Champions, Hammersmith & Fulham – based on the White City
estate, hosted by White City Residents’ Association
l Edwards Woods Community Champions, Hammersmith & Fulham – based on the
Edwards Woods estate, also hosted by White City Residents’ Association
l Old Oak Community Champions, Hammersmith & Fulham – based in Old Oak & College
Park ward, hosted by Old Oak Community & Children's Centre
l Mozart Estate Community Champions, Westminster – based on the Mozart estate,
hosted by Paddington Development Trust, in partnership with the Beethoven Centre
l Church Street Community Champions, Westminster – based in Church Street ward,
hosted by Mosaic Community Trust, in partnership with Marylebone Bangladesh Society
l Dalgarno Community Champions, Kensingston & Chelsea – based on the Dalgarno
estates, hosted by Dalgarno Trust
There is also a pilot running on the Worlds End/Cremorne estates, Cremorne ward,
Kensington & Chelsea, hosted by Chelsea Theatre.
3 | Comm
unity Champions Program
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3.4 Equal opportunities and diversity statement
The Community Champions Programme has its own equal opportunities and diversity
statement, which it expects all host organisations to adhere to:
We are committed to developing and maintaining a programme in which differing ideas, abilities, backgrounds and needs are fostered and valued, and where those with diverse backgrounds and experiences are able to participate and contribute.
We will not tolerate behaviour that contradicts the letter or spirit of this statement. We will regularly evaluate and monitor our progress towards diversity."
Every host organisation also has its own Equal Opportunities & Diversity Policy, which will be
made available to volunteers.
3.5 Pathway of involvement
There are different ways for volunteers to get involved with a local project.
People volunteer for many reasons – generally they will want to give something back to
their communities, but may want to give their time in different ways depending on personal
commitments, confidence and availability.
Some may just want to help out occasionally, while others may want to use the experience to
develop themselves personally and professionally. The Community Champions programme
aims to offer a pathway for people to get involved at a level that suits you:
The Community Champions programme is firmly committed to equal opportunities and diversity in all areas of its work. We welcome everyone from the local community and surrounding area in which the programme is based as a volunteer. We will not unfairly discriminate against our volunteers on the grounds of race, colour, ethnic or national origin, religion, disability, age, sex, marital status, sexuality, nationality, trade union activity; physical or mental health or ex-offender status.
We value difference and believe that we have much to learn and profit from diverse cultures and perspectives, and that diversity will make our programme more effective in meeting the needs of all our stakeholders.
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You may just want to help out at the occasional event or one-off things like leaflet drops and newsletter distributions.—
You would be part of a larger ‘pool’ of volunteers.—
You would be expected to register and do the basic induction into the programme, but wouldn’t be expected to do any further training unless you decided to increase your involvement by becoming a Community Champion.VO
LUNT
EER
This role is the backbone of the Community Champions programme, and is also a volunteering role.—
You want to get more involved and are willing and able to offer 4 hours of your time per week for day to day volunteering such as signposting to services.—
You might offer more time on events, community consultations or specific public health campaigns.—
You would be expected to undertake the Level 2 Award in Understanding Health Improvement and other training as needed e.g. key health messages for particular public health campaigns.
—You will be offered regular support, supervision and opportunities for your personal development.
Community Champions will have opportunities to ‘specialise’ in particular areas of voluntary work.
—These will be in different areas of knowledge or skills needed
by the project and depending on your interests. In all cases training and support will be provided.
—‘Specialisms’ could include:
certain health topics or campaigns such as physical activity, healthy eating, tobacco control, cancers, vitamin D deficiency, children’s health; community
research; multimedia, writing, journalism (website or newsletters).—
Some experienced Champions may also want to become peer mentors to others.
There may be occasional opportunities for experienced Community
Champions to undertake paid employment on specific projects.
—These may arise through requests from partners or other organisations
to assist with local community research or consultations for which
they are able to contract with the project.
—Any employment would generally be short-term and on a self-employed
basis and recruitment would be through a fair and transparent process.—
It should be noted that any paid work cannot be guaranteed and should not be expected by Community Champions.
3 | Comm
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4.1 Role description
Community Champions are local people who work on a voluntary basis to promote the
health and wellbeing of local people, and help them access local services. Some are
bilingual and all reflect the diversity of the local population. Community Champions behave
in a professional manner; both as representatives of the Community Champions Programme
and in abiding by the policies and procedures of their host organisation.
Community Champions work with local organisations such as: NHS organisations including GPs,
dentists, Clinical Commissioning Groups, Healthwatch and others; the Tri-Borough Public Health
Service and other local authority departments and the voluntary sector. They talk to people
informally as part of their daily lives, provide support to individuals and help organise or
lead health groups and activities. They offer the following services: (see opposite ➡)
Involvement in the Community Champions programme also offers an opportunity for
participants to progress their careers if this is desired by individual champions. A number
of champions have gone on to find employment in a variety of positions with local employers.
4 | The Community Champions Role
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Health Promotion
Champions communicate important
health messages to groups and
individuals whom health professionals
struggle to engage with – especially
those that are isolated or
marginalised
Insight Gathering
Champions gather insight
on a number of issues to help
commissioners understand
deep-rooted attitudes, behaviours
and perceptions.
Signposting
Champions use their unique
position within the community to
signpost friends, neighbours and
community members to appropriate
health, social care and children’s
services
Partnership working
Champions build partnerships with
other organisations to help improve
services and increase access
4 | The Comm
unity Champions Role
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4.2 Main tasks of the role
l Making contact with people living in the community. This could be through friends and
family, through attending meetings of local groups and associations or even setting up
a small group of your own
l Listening to people to find out their needs, especially in relation to health and social
care e.g. healthy eating, physical activity, mental health and emotional well being
l Outreaching to the community e.g. through door knocking exercises to promote uptake
of services within the local area
l Gently encouraging people to take up healthier lifestylesl Signposting people to services and making referrals e.g. exercise classes, employment
services, local events, counselling services
l Providing feedback to local service providers such as the NHS, council and
neighbourhood forum; on how they can improve their services based on your
experience of volunteering
l Undertaking campaigns/projects to promote health awareness and collect findings on
specific health issues affecting your area
4.3 Community Champions Skills and Experience
Community champions are individuals who:l have an interest in promoting health and wellbeing
l have an interest in supporting local people
l are confident, outgoing, enthusiastic and energetic
l have good communication and listening skills
l have good boundaries and understand how to behave professionally
l are good at networking and making connections to others
l are able to, or are willing to learn how to use Microsoft Word, the internet and email
l live, work or study in or very close to the local area in which the Community Champions
project or hub is based
l are keen to develop their own skills and experience
4 | The Comm
unity Champions Role
The Community Champions Programme also values your ideas and suggestions and encourages volunteers to participate in the development and decision-making processes of the programme."
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4.4 Benefits of being a Community Champions volunteer
By volunteering, you may receive some or all of the following benefits:
l Free training leading to recognised qualifications at Levels 2 or 3 in health promotion –
ideal for anyone looking for a career in this area
l Work experience in health and social care services
l Develop skills in community development and community engagement through
outreach work and community consultation
l Gain a stepping stone for careers in health promotion, social care, mental well being
and event organising if this is desired
l Networking and partnership working with a wide range of professionals and partner
organisations within your borough and further afield
l Coaching and support from a line manager / volunteer co-ordinator
l Opportunities to share your volunteering experiences with people all over London
l References for future employment
4.5 Time commitment
We want every Community Champion however, to have a good experience of volunteering
with us and we do our best to ensure this through investing in your support, supervision,
development and training. Based on our experience of working with volunteers we believe
that you and the Community Champions programme will benefit most if you are able to offer
a regular time commitment each week. We emphasise though that hours would be flexible
and dependant on your availability. We ask that you:
l Offer at least 4 hours a week for 6 months or more - flexible depending on the task e.g.
outreach or events. Some of the time may be during evenings and weekends where you
are available
l Attend regular group meeting with other champions e.g. 4-6 weekly
l Attend regular 1:1 meetings with the volunteer coordinator / line manager e.g. 4-6 weekly
Volunteers should be able to plan their own time and fit the tasks around other
commitments such as childcare and work. We will ask you what your availability is when you
first get involved and you can keep us updated if this changes. We only ask that you inform
us 2-3 weeks in advance of any planned breaks or holidays to ensure we are able to cover
sessions for which you may have been scheduled to volunteer.
As the Pathway of involvement in the previous section shows, volunteers who are unable
to offer this time commitment could still get involved in other ways e.g. one-off support
to community events or a leafleting campaign. It is always worth discussing what you
can offer with us.
As volunteers you are under no legal obligation to offer any set number of hours to the Community Champions programme. No arrangement made concerning time commitment constitutes an employment contract between you and the programme."
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4.6 Record-keeping and reporting
Community Champions volunteers will be required to keep records of some of the work
completed. This is so that we are able to record and report accurately to funders and other
partners on the work of the project. Your line manager will explain what these requirements are.
It is important that any paperwork or administration is kept as up-to-date as possible and
that you return any paperwork completed on time.
4.7 Recognition of volunteers
It is important that all volunteers feel valued for their contribution in providing services, in
developing the programme and to their community, peers and colleagues. We will always
show our appreciation to volunteers by saying thank you and will recognise contributions
and achievements regularly in a number of ways such as certificates, celebration events
and occasional outings, lunches or small gifts. We are unable to offer rewards in the form of
vouchers or cash as this may contravene benefits and employment law; but in the future we
hope to develop a time credits reward scheme where volunteers can be rewarded for their
time through access to local and London-wide visitor attractions, entertainment and sports
facilities and more. See section 7.1 for clarification on expenses we can pay.
4 | The Comm
unity Champions Role
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5.1 Introduction
We embrace enquiries for volunteering from all members of the community. We welcome
anyone who wishes to volunteer regardless of motivation. This is on the understanding that
it is an activity, which is freely undertaken and by choice, without concern for financial gain.
Members of the local community, who express an interest in volunteering, are provided with
clear information on the type of voluntary work available; the application, selection and
induction processes and other relevant information such as training. Anyone aged 18 and
over can apply to become a volunteer with the Community Champions Programme.
5.2 Recruitment
All prospective volunteers will be required to complete a short application form and will be
given an interview to discuss the role in more detail. You will be given the opportunity to
discuss your skills/experience, motivation and expectations. In turn, we aim to find out what
the potential volunteer would like to do with us, their suitability, support needs and how
best their potential might be realised.
We will recruit volunteers by assessing applicants’ skills, experience and other attributes
against the criteria listed in the Community Champion volunteer role description and skills
and experience requirements.
Following an interview, the volunteer co-ordinator / line manager will notify the prospective
volunteer in writing as to whether they have been accepted to volunteer with us. On the
very rare occasions when we feel an applicant is unsuitable for the role we will let you know
clearly the reasons why and, wherever possible, offer advice or information on support
available to assist your personal development.
Volunteers may ask or apply for other volunteer roles within the programme to expand their
knowledge and skills or apply for paid positions as and when they become available.
5 | Becoming a Community Champion
The volunteer will be required to provide one reference that is not a family member; undertake a CRB (now DBS) check and attend an individual or group induction session prior to beginning any volunteer work with the programme."
5 | Becoming a Com
munity Cham
pion
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5.3 Disclosure and Barring Service (DBS) Checks (previously Criminal Records Bureau [CRB] checks)*
All adults, whether volunteers or paid, who are working in situations where they may come
in to contact with children and vulnerable adults or in health care settings in regulated
activities are required by law to undertake enhanced DBS (previously CRB) checks. The
Community Champions programme requires its host organisations to conduct enhanced DBS
checks, appropriate for the protection of its service users. These search the Police National
Computer (PNC) and information held by local police forces.
All prospective volunteers will be expected to undergo an enhanced DBS check in which
you will be asked to declare if you have any unspent convictions, cautions, reprimands and
warnings. Disclosing a criminal conviction will not necessarily prevent you from becoming a
volunteer with the Community Champions programme. Each host organisation will have its
own Ex-Offenders Policy, which will guide its decision-making in this area.
All disclosures will be confidential between you and the appropriate manager/s. A decision
on your recruitment as a volunteer will be made by the project manager depending on
relevance of the disclosure/s to the work involved. Failure to disclose information may lead
to termination of the volunteering placement.
* The DBS was formed on the 1st December 2012 from a merger of the Criminal Records
Bureau (CRB) and Independent Safeguarding Authority (ISA). There is no planned change
to the format of Disclosure certificates other than the name and logo change. All CRB
Disclosure certificates previously issued within the Tri-Borough will continue to be valid.
5.4 Volunteers in receipt of Job-seekers’ Allowance or other benefits
The Community Champions programme actively welcomes volunteers who are claiming
benefits of any sort.
You may do voluntary work while receiving benefits. The only requirement in law is that you
continue to meet the conditions of the benefit or tax credit you are receiving.
If you receive Jobseekers’ Allowance you must be available for work. You can volunteer full-
time as long as you are still actively seeking employment. You must be able to attend job
interviews at 48 hours’ notice and be available to take up paid work at one week’s notice. If
you turn down work on the grounds that you have a commitment to voluntary work you are
no longer entitled to JSA. You can use your voluntary work as proof that you are gaining job
skills, references and updating your CV, but you also need to be actively seeking work.
If you are receiving Incapacity Benefit, you may undertake voluntary work for up to 16 hours a
week without having your Incapacity Benefit claim affected.
You are required by the JobCentre Plus to check with your benefits adviser before taking up
voluntary work (see excerpts from Department for Work and Pensions’ guidance at Appendix
2). We are happy to support you by providing a letter you can present explaining about the
Community Champions programme, your role as a volunteer and meeting benefits conditions
during your time with us (see sample letter of support to JobCentre Plus at Appendix 3)
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5.5 Induction
Once accepted and prior to beginning voluntary work as a Community Champion, the
volunteer will be expected to attend individual and/or group induction session/s. These will
explain:
l programme background, aims, history and work
l volunteer role/s, responsibilities and expectations
l programme and host organisation policies and procedures e.g. expenses claims,
diversity, health and safety
The DBS (previously CRB) check may also be completed at this session if not already
completed.
All volunteers will complete an induction period of 4-6 weeks. The actual length will be
determined by the volunteer coordinator/line manager in agreement with the volunteer.
This will be dependent on the volunteer’s time commitment to the programme over this period.
Volunteers can expect full support from staff during the induction period and their areas of
responsibility will be fully explained. They will also be introduced to team members with
whom they will be working and office systems and procedures such as how to claim expenses.
An informal interview will take place at the end of the induction period to determine the
volunteer’s suitability for the programme and vice versa.
5.6 Volunteer agreement
A written agreement is drawn up with each volunteer to show the activities they have agreed
to carry out for the programme and to confirm the days and times they have agreed to carry
these out. Nothing a volunteer is given in writing or otherwise constitutes a legally binding
contract.
You will be asked to sign a Volunteer Agreement, which will show the commitment you plan
to make to the Community Champions project in which you are based. This Agreement
does not constitute a contract of employment but is a means of clarifying expectations and
it recognises your contribution to the programme as a voluntary undertaking. Your host
organisation will also sign this agreement to show our commitment to you. There are two
sample volunteer agreements at appendix 4 (a and b).
5 | Becoming a Com
munity Cham
pion
The volunteer coordinator/line manager will make it clear at the earliest opportunity that there is no legally-binding contractual agreement with you as a volunteer. The Community Champions programme is not offering employment and the difference between being a volunteer and an employee will be explained."
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6.1 Training
The Community Champions Programme is committed to providing volunteers with the
training and resources they need to perform their role effectively. As with paid members of
staff, as a volunteer you are offered training opportunities relevant to your role. This may be
through in-house training courses or on the job training. The minimum basic training offered
for Community Champions will be the Level 2 Award in Understanding Health Improvement.
This will be arranged for as soon as possible after you begin the role.
Further training or development opportunities for specific public health or community
engagement activities or campaigns or skills development may be arranged as required. This
could include, for example, community research / outreach, communication, interviewing,
personal safety, job-search, a variety of health topics.
* If at any time you are worried that there are things you don’t know or areas of your role that
you don’t feel confident in doing, then please tell your line manager so we can help you.
6.2 Support and Supervision
It is important that you receive supervision and support to develop your volunteer role,
discuss successes, ideas, problems and worries with us. It is also a way to make sure that
any ideas or opinions you have about your volunteering can be shared.
The line manager or volunteer co-ordinator will be directly responsible for the day-to-day
management of all volunteers and supervision and guidance of their work. Volunteers will
have an individual personal development plan and regular one-to-one meetings with their
line managers as well as attending volunteer team meetings with other volunteers. These
meetings are essential for your support and development and success of the programme.
We hope all volunteers will attend when asked to.
Volunteers are welcome to contact their line manager at any time outside these meetings to
discuss issues, concerns etc.
6 | Support and Development The line manager or volunteer co-ordinator will be responsible for the support, supervision and training of all volunteers. As job titles vary across the host organisations, you will be told who your line manager is at your induction session.
6 | Support and Development 6.3 Communication
The Community Champions Programme believes in good
communication with volunteers to ensure you are kept up-to-date
on issues affecting your role, changes or development within the
programme or the community as a whole.
We aim to keep in day-to-day contact with our volunteers outside
of sessions or meeting times through phone and/or email alerts as
needed. Please always ensure that your contact details and email
address is kept up to date.
We also regularly post news and information on our website:
www.communitychampionsuk.org
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7 | Policies and ProceduresEach host organisation commissioned to deliver the Community Champions Programme is required to have the policies and procedures referred to in this section in place (or in some cases be working towards them). The line manager will ensure that volunteers are informed of policies that affect volunteers. Appendix 1 contains a checklist of policies and procedures that volunteers should expect to have explained to them.
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7 | Policies and Procedures7.1 Expenses
The Community Champions programme aims to make its volunteering opportunities
accessible to all members of the community, regardless of income. We value our volunteers
and actively seek to ensure financial barriers to volunteer involvement are overcome. Nobody
volunteering with us should be left out of pocket and all volunteers are entitled to have
expenses incurred while on programme business reimbursed.
We will pay the following expenses: l standard rate public transport travel expenses to and from your home to place of
voluntary work or other journeys necessary to fulfil your role (note, if undertaking paid
work as a community consultant or sessional worker, home to place of work travel
expenses are not payable)
l subsistence (meal/refreshments up to an agreed maximum for any session you work in
excess of 3.5 hours)
l phone or email use legitimately incurred as a result of your volunteering activity. Note: if
your use falls within a contract you have anyway and there are no additional costs as a
result of your volunteering use, this will not be payable.
We are legally bound by benefits, tax and employment laws, to pay only the exact amount
incurred. You must also provide receipts for all expenditure including itemised phone bills
where relevant. If you normally use an Oystercard you may get a short journey statement
itemising the last 8 journeys at a station or a full statement itemising the last 8 weeks
journeys by ordering on-line or printing from Transport for London’s website at:
http://www.tfl.gov.uk/oyster
In some circumstances we may pay car, motorbike or cycle mileage at rates set by HMRC
(Her Majesty’s Revenue & Customs). If you want to travel by any of these methods and claim
mileage expenses, you must have the agreement of your volunteer co-ordinator or manager
before incurring the expense.
Claims should be made at least monthly on your host organisation’s expenses claim form.
To avoid hardship, we will pay expenses in cash as quickly as possible after claim form and
receipts are presented. Claims can be made more regularly than this e.g. as soon as the
expense is incurred. In exceptional circumstances we may pay expenses in advance, but
receipts must be returned at the earliest opportunity, along with the balance of any unspent
amount. Your manager/volunteer coordinator will discuss arrangements for claiming your
expenses during your induction period.
We encourage all volunteers to claim expenses. This ensures nobody is out of pocket and enables us to keep an accurate record for future funding and reporting purposes of the real costs of volunteering programmes.
7.2 Insurance (including use of personal car)
All Community Champions volunteers are covered by your host organisation’s insurance in
respect of public liability and personal accident. This should be covered in your induction,
but please ask your volunteer co-coordinator/line manager to clarify this policy if necessary
e.g. carrying passengers in personal cars.
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7.3 | Health and Safety7.3.1 Community Champions Programme Health and Safety
Statement
All Community Champions host organisations are expected to have a Health & Safety policy.
This should cover anyone who carries out tasks on behalf of the Community Champions
programme, whether paid or unpaid. Although volunteers do not have the same statutory or
employment rights as paid staff, we believe that many areas of good practice (e.g. in relation
to lone working or home visiting) relate equally to paid staff and to volunteers.
Our aim for host organisations is to ensure they provide and maintain safe and healthy
working conditions, equipment and systems of work for all volunteers and service users.
They should also provide any information, training and supervision you may need for this
purpose.
The allocation of duties for safety matters and arrangements to implement them are set out
in host organisations’ health and safety policies. This should ensure responsibilities are met
in relation to:
l Health & Safety at Work Act 1974 (HASAW)
l Management of Health & Safety at Work Regulations 1999 (MHSW)
l Other relevant current legislation.
The broad duties of the Health & Safety legislation require identifying hazards of the work,
assessing the risks involved, and putting measures in place to avoid or control the risks.
The host organisation’s health and safety policy should be accompanied by risk assessment
procedures.
7.3.2 Lone working
The Community Champions Programme recognises its duty of care for the health, safety,
security and welfare of staff and volunteers working alone and/or out in the community.
There is nothing in law to prevent staff or volunteers working alone; but health & safety
legislation duties mean it is the host organisation’s responsibility to reduce risks for any
staff or volunteers working alone on its behalf.
To reduce risks to Community Champions, we expect host organisations to adhere to the
Community Champions Programme Guidelines for working alone (at Appendix 5). These
must be applied to all situations such as home visiting or door-to-door leafleting where a
volunteer or staff member may occasionally be working alone. Host organisations may have
additional guidelines on lone working of which they will also inform volunteers.
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7 | Policies and Procedures
7.3.3 Volunteer Health
The Community Champions Programme cares about the health and wellbeing of all its
volunteers. We ask that you discuss with your volunteer co-ordinator/line manager at the
earliest opportunity, any relevant condition or treatment that may affect your ability to
undertake your volunteer duties. This is for your own health and safety so we know how
best to support and protect you and ensure volunteer duties are carried out safely and
satisfactorily. If we think it’s necessary, on rare occasions, we may ask you to get a letter
from your doctor to confirm you are well enough to take up volunteering duties. If you fall ill
or enter a course of treatment whilst volunteering with us, which can adversely affect your
performance or for whom your volunteering duties may adversely affect your health, you
must report this immediately to your line manager.
However, if you have any concerns that a child is suffering or at risk of suffering significant
harm or an adult, serious harm, then you should discuss this immediately with your
line manager.
7.3.4 Volunteer responsibilities
Employees have a duty under the HASAW Act to take care of their own safety and that
of others and to cooperate with their host organisations to enable us to carry out our
responsibilities successfully. Volunteers have similar responsibilities as paid staff for your
own and other’s health and safety while working for Community Champions projects. We
expect volunteers to:
l Work safely, efficiently and without endangering the health and safety of themselves,
colleagues, service users or members of the general public
l Adhere to the safety procedures laid down and comply with any instructions given by
staff with responsibility for health & safety
l Do all you reasonably can to avoid being exposed to a situation that may result in an
accident or incident
l If you find yourself in situations you do not feel safe in seek assistance from relevant
staff member/s or other volunteers as soon as practicably possible
l Report all accidents, near misses and hazardous situations to the relevant staff member
as soon as practicably possible
The line manager will go through all aspects of the host organisation’s policy and risk
assessment procedures that apply to you during your induction.
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7.4 Confidentiality and information sharing
The Community Champions Programme expects volunteers to treat all personal and sensitive
service user and organisational information as confidential to the Programme. Volunteers
must comply with the law regarding the protection and disclosure of information. You should
not disclose personal information without the prior informed consent of the individual
concerned nor gain or attempt to gain access to information you are not authorised to have.
However, if you have any concerns that a child is suffering or at risk of suffering significant
harm or an adult, serious harm, then you should discuss this immediately with your line
manager.
7.5 If things go wrong: problem-solving and complaints procedures
Community Champions volunteers are subject to their host organisations’ problem-solving
procedures. Any volunteers who fail to adhere to the rules and procedures of their local
Community Champions Project or who fail to satisfactorily perform their duties may be asked
to leave or be dismissed if the problem is serious enough. The volunteer will always be given
the opportunity to discuss the reasons for possible dismissal with the line manager.
If you wish to make a complaint, the host organisation’s complaints procedure should be
used in the first instance. If the issue cannot be satisfactorily resolved then the line manager
or the volunteer may contact the Community Champions Tri-Borough Programme Manager at
the Tri-Borough Public Health Service. This is currently Lesley Derry at:
Each host organisation will have a confidentiality policy and information-sharing guidance in place which volunteers are expected to adhere to."
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8 | Moving On
8 | Moving OnVolunteers can resign from their volunteer duties with the Community Champions
Programme at any time. We ask volunteers who intend to resign to provide advance notice of
their departure so that we are able to make adequate arrangements to cover work you may
have been responsible for.
8.1 Exit Interviews
When you leave the Programme we will ask you to complete a short exit interview. We would
like you to reflect on your experience and to tell us why you are leaving e.g. new job/training,
family commitments, had enough; what you liked about volunteering and what you didn’t
like.
This helps us to make sure we are working to continue our commitment to improving the way
we manage and support our volunteers.
8.2 References
Your manager or local volunteer co-ordinator will be pleased to discuss any references
you may require. We can provide support and advice on request or refer on to appropriate
agencies for volunteers searching or applying for paid jobs.
We would like to think that being a volunteer for the Community Champions is something
that people would like to include on their CV and encourage others to get involved to
continue the ‘good volunteering experience’.
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9 | AppendicesAppendix 1:Checklist of host organisation policies, procedures and forms
Appendix 2:Excerpt from ‘Volunteering while getting benefits’: Department for Work and Pensions (DWP)
JobCentre Plus Guidance, February 2010
Appendix 3:Sample letter to JobCentre Plus in support of volunteer in receipt of state benefits
Appendix 4a:Sample volunteer agreement – Directory of Social Change in association with Volunteering
England
Appendix 4b:Sample volunteer agreement – White City Residents' Association Community Champions
Project
Appendix 5:Community Champions Programme guidelines for working alone
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9 | Appendices
Appendix 1: Checklist of host organisation policies, procedures and forms
The following is a checklist of the relevant policies and procedures that Community Champions
host organisations are expected to have in place. It also lists forms that you will need to know
about. The volunteer co-ordinator or line manager will explain to volunteers all policies that
affect them and where they are available to be viewed in the organisation.
Note: organisations may have different names to describe the areas listed. You can record
on the checklist when you have seen or been told about each policy.
Appendix 2: Excerpt from ‘Volunteering while getting benefits’: Department for Work and Pensions (DWP) JobCentre Plus Guidance, February 2010
The basic rules
The basic rules are that if you get Jobseeker’s Allowance, you will still need to be looking for
paid work. You must be free to go to an interview at 48 hours' notice. You must be able to
start work within one week of JC+ giving notice.
You must not be paid money or anything else for volunteering. It’s OK to be paid expenses
but you must tell JC+ what you get. So make sure you can get hold of your receipts. You must
contact JC+ if you want to do any volunteering. We will ask you to fill in a simple form telling
us about the volunteering you want to do.
ExpensesExpenses are costs you have to pay as a direct result of volunteering. Expenses can be things like:
l a bus or train fare for you to get to or from your volunteering
l the cost of somewhere to stay if you have to be away from home overnight because of
your volunteering
l the cost of your meals while you are volunteering
l the cost of any special clothing or equipment that you need to carry out your volunteering, or
l the cost of some care expenses in certain cases.
It’s OK to get your expenses paid up-front so long as you provide receipts as soon as possible and
agreed with your line manager.
l all your expenses – remember to keep your receipts
l any money you get on top of expenses – this counts as earnings, and
l anything else you are given – this may not be money.
Always talk to your personal adviser before you start volunteering. They can tell you if
volunteering will affect your benefits. If you live with your parents or partner, their benefits
could be affected if you get money or anything else on top of expenses.
Policy / Procedure Forms Seen / ExplainedVolunteer recruitment and selection policy
Equal opportunities and diversity policyService user involvement policyEx-Offenders policySafeguarding policySupport and supervision policyLearning and development / continuous professional development (CPD) policy
Health and safety policy (including lone working) & risk assessmentConfidentiality policyInformation governance / Data protection and information sharing policyProblem-solving proceduresComplaints policyVolunteer Application FormVolunteer AgreementVolunteer Work and Training LogVolunteer Expenses Form
Appendix 2 continued ›
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Choosing not to be paid is not the same as volunteering. If you’re doing what someone
would normally be paid for – for example, if you’re working in a business or for a member
of your family where they would usually pay someone to do the work – we will class this as
unpaid work, not volunteering.
If you get Income Support, Jobseeker’s Allowance, income related Employment and Support
Allowance, Housing Benefit or Council Tax Benefit (in the future, Universal Credit), we might
decide that what you would have been paid are ‘notional earnings’. If we decide this, it may
affect your benefits and tax credits. We decide by looking at whether:
l someone would normally be paid to do the same kind of work
l your work helps society or your community in some way, and
l you work for a charity or similar group.
The guidance goes on to discuss how specific benefits for part-time volunteering are affected
and a paragraph and FAQ’s on full-time volunteering.
Appendix 3: Sample letter to JobCentre Plus in support of volunteer in receipt of state benefits
Letter to Jobcentre Plus to support a volunteer who receives Jobseekers’ Allowance:
Dear Sir/ Madam
I am writing to you regarding [volunteer name] who is currently a volunteer with [organisation
name]. I would like to reassure you that this does not affect [volunteer name]’s benefit
claim, as he/she is available to attend a job interview at 48 hours notice, and can start a
new job at one week’s notice.
Our volunteers are unpaid. We reimburse out of pocket expenses in line with Department for
Work and Pensions guidelines.
Although there is no upper limit on the number of hours a claimant can volunteer for each
week, [volunteer name] understands that he/she still needs to actively look for paid work as
agreed with his/her personal adviser at Jobcentre Plus.
If a job vacancy becomes available whilst [volunteer name] is volunteering, then he/she can
be contacted on [telephone number]. If he/she is not available, a message will be passed
on by a member of staff as soon as possible.
Yours faithfully
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9 | Appendices
Appendix 4a: Sample Volunteer Agreement – Directory of Social Change in association with Volunteering England
Volunteers are an important and valuable part of (organisation name). We hope that you
enjoy volunteering with us and feel a full part of our team.
This agreement tells you what you can expect from us, and what we hope for from you. We
aim to be flexible, so please let us know if you would like to make any changes and we will
do our best to accommodate them.
We, (organisation name), will do our best:l to introduce you to how the organisation works and your role in it and to provide any
training you need. The initial training agreed is ( ).
l to provide regular meetings with a main point of contact so that you can tell us if you are
happy with how your tasks are organised and get feedback from us. Your manager’s/
supervisors name is ( ).
l to respect your skills, dignity and individual wishes and to do our best to meet them.
l to reimburse your travel and meal costs up to our current maximum*.
l to consult with you and keep you informed of possible changes.
l to insure you against injury you suffer or cause due to negligence*.
l to provide a safe workplace*.
l to apply our equal opportunities policy.
l to apply our complaints procedure if there is any problem.
I (name of volunteer), agree to do my best:l to work reliably to the best of my ability, and to give as much warning as possible
whenever I cannot work when expected.
l to follow (organisation’s name)’s rules and procedures, including health and safety,
equal opportunities and confidentiality.
* More details on these issues are provided in the volunteer handbook.
Note: This agreement is in honour only and is not intended to be a legally binding contract
of employment.
Source: The Complete Volunteer Management Handbook by Steve McCurley, Rick Lynch and
Rob Jackson. 3rd Edition, 2012. Published by Directory of Social Change in association with
Volunteering England
Appendix 4b: Sample volunteer agreement -White City Residents' Association Community Champions Project
This agreement is intended to indicate the seriousness with which COMMUNITY CHAMPIONS
treats its volunteers. The intention of the agreement is to assure volunteers of the
COMMUNITY CHAMPIONS’s deep appreciation of its volunteers’ services and to indicate
its commitment to do the very best to make each volunteer’s experience at COMMUNITY
CHAMPIONS a productive and rewarding one.
(name of host project) COMMUNITY CHAMPIONS agrees to accept the services of _________
_________________________ beginning __________________________ and commits to the
following:
1. to provide adequate information, training and assistance for you to be able to meet the
responsibilities of the position
2. to ensure satisfactory support to you and to provide feedback on performance
3. to respect your skills, dignity and individual needs and to do our best to adjust to these
individual requirements
4. to be receptive to any comment from you regarding ways in which we might mutually
better accomplish our respective tasks
The volunteer: agrees to serve as a volunteer and commits to the following:1. to perform my volunteer role to the best of my ability
2. to adhere to COMMUNITY CHAMPIONS’s rules and procedures, including record-keeping
requirements and confidentiality of organisation and client information, and all its
policies, especially the Equal Opportunities and Health and Safety policies
3. to meet time and duty commitments, except in exceptional circumstances, or to provide
adequate notice so that alternative arrangements can be made
4. to give constructive feedback if appropriate
5. to be accountable and to accept constructive comment
6. to take part in relevant training
7. to ask for support if needed
8. to attend a short interview before leaving to help COMMUNITY CHAMPIONS to build on
your experience as a volunteerAppendix 4b continued ›
38
(name of project manager/volunteer coordinator) will be your day to day contact within
(name of host organisation)
Signed (Volunteer) ______________________________________ Date___________
Signed (for host organistion) ______________________________ Date ___________
This agreement may be cancelled at any time at the discretion of either party
Source: White City Residents Association Community Champions Project
Appendix 5: Community Champions Programme Guidelines for working alone
Working in the communityVolunteers/staff within the Community Champions programme may on occasion be working
alone in the community. It is important that you know who to contact if you need information
or support and that you are able to contact them when needed. Everyone working out in the
community alone should carry a mobile telephone. Ensure that there is adequate phone
reception at the location you are in and phones are fully charged.
We operate a buddying system for work in the community; both for volunteers to work
together and to exchange phone numbers as an additional support and safety measure.
Follow these guidelines when working out in the community:
l Work in pairs as far as possible, especially if you have any concerns about working in a
particular area
l When conducting visits in shopping centres or enclosed spaces, always try to ensure
you are close to the exit so that in the event of any emergencies you can escape quickly
l Avoid actions or words which may appear judgemental, aggressive or an invasion of
privacy or space
l Volunteers or staff should use an agreed code word or phrase when informing others that
you are at potential risk of harm e.g. ‘I need to cancel my appointment for this afternoon’
l If you feel threatened, as a last resort call the police
l Report all incidents, even if they seem minor at the time, to the Volunteer Co-ordinator
and ensure you complete the incident report form
Workers and volunteers are not required to enter into or continue working in any situation
where they feel at risk. If a volunteer feels at risk or has been at risk in a particular situation
he/she must report it to their line manager.
9 | Appendices
39
Home visitsIf you are intending to make a home visit, another worker or volunteer should be informed of where
you are going and when you are expected to have completed your visit. Use a check- in/check- out
system when conducting home visits by phoning the Volunteer Co-ordinator (or other relevant person)
when you arrive at your destination and when you leave. Details of the address and telephone
number of the person being visited, if known, should be left with the Volunteer Co-ordinator.
When you are carrying out a home visit:
l attend initial meetings with a colleague wherever possible
l try to ensure that you have easy access to an unlocked exit at all times (for example,
take the seat nearest the door)
l ask that any dogs (or other pets) be removed to another room if they are causing you concern
l record and report any indication of the person visited having had a history of violent or
abusive behaviour
l record and report any perceived threat of violent or abusive behaviour
l leave the premises quickly if the person you're visiting (or any other person present)
becomes aggressive or threatening
l obtain support and guidance after any situation in which you feel threatened
l carry a mobile phone and/or personal alarm
l do not give out your personal address or telephone number
Door-to-door leafleting workIf you are intending to do door-to-door leafleting, a worker or another volunteer should be
informed of where you are going and when you are expected to have completed your work.
Details of the area to be covered should be passed to your line manager.
l work in pairs where possible and stay in close contact with your partner
l carry a mobile phone and/or personal alarm
l do not enter any premises or area which you perceive may be threatening to you
l do not work in the dark, or in any areas which are particularly secluded
Working alone in the office Community Champions projects will try to ensure that the times when people work alone
are kept to a minimum, particularly outside usual office hours (i.e. 9.00am – 5.00pm).
Volunteers will not be expected to work alone in the office.
There are various precautions, which can be taken to reduce the risk to a worker working alone.
These precautions will include any or all of the following depending on the individual situation,
and employees should use their own judgement about which of the following applies:
l Inform another member of staff (preferably your line manager) if you are intending to
work outside of office hours.
l Keep the external door locked, and only open it to a caller if you judge that this does
not present undue risk to yourself. If you decide not to open the door, ask the caller to
make an appointment to come back when there are other people present, or to use the
telephone to communicate with the organisation
l Be aware of your personal safety if you are working alone, particularly in the evening,
including leaving the office premises, and take appropriate action to safeguard this e.g.
call for a taxi, park your car as close to the office as possible (if appropriate), ring for
assistance (another member of staff, the police) and stay put until help arrives.
Be aware of your personal safety if you are attending external meetings on behalf of
Community Champions in the evening. Try to walk to car parks or public transport stations
with other people you know, or call a taxi if you perceive you could be at risk. In certain
circumstances Community Champions will pay the cost of the taxi fare – this should be with
prior approval as far as possible.
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Notes
9 | Appendices
41
Notes
42
Notes
43
Notes
The London Borough of Hammersmith and Fulham
Town Hall
King Street, Hammersmith
W6 9JU
www.lbhf.gov.uk
The Royal Borough of Kensington and Chelsea
Town Hall
Hornton Street
W8 7NX
www.rbkc.gov.uk
Westminster City Council
Westminster City Hall
64 Victoria Street
SW1E 6QP
www.westminster.gov.uk
Further information:Community Champions Programme ManagerTri-Borough Public Health ServiceWestminster City Hall
[email protected] 0207 641 4834
Contact Community Champions:[email protected]
