of Columbia
Volunteer Handbook: For Drivers, Packers, & Office Help
Delivering meals to senior residents of Columbia, Missouri for over 40 years.
(573) 886-7554 800 Hospital Drive
Columbia, MO 65201 [email protected]
www.mealsonwheelscolumbia.org
MEALS ON WHEELS of Columbia
Welcome! This handbook was prepared to answer any questions you have as you begin
volunteering for Meals on Wheels. You may want to
carry it with you the first few times you deliver meals.
If you have any questions not covered in this
handbook, please feel free to ask.
You, the volunteer, are a vital link in a high
quality home-‐delivered meal system. Soon you will
discover many of the clients look forward to your visit
as much as they do to receiving the hot meal. As your
visit may be the only human contact the client has that
day, relatives and concerned friends of the clients will
have peace of mind knowing you are checking on the
well-‐being of their loved one. On behalf of the Meals on
Wheels Board of Directors and Staff, I thank you for
expressing your commitment to help others by
becoming a volunteer for Meals on Wheels. You make a
difference!
Jo Netta Weaver Executive Director
BOARD OF DIRECTORS: Kelly Mescher President Mark Mills Vice President Paulette Anderson Secretary John Weaver Treasurer Margie Bramon Geoffrey Karr Barb Melson Lynn Mitchell Richard Ramsey Michelle Smith Ray Troy (student) Brandi Wallace-Million Josie Zimmermann Advisory Board: Sharon Lynch Doug Crews Ex Officio Members: Mary Whaley JoNetta Weaver Executive Director 800 Hospital Drive Columbia, MO 65201 Karen Carter Office Manager 573-886-7554 573-814-6363 FAX [email protected] www.mealsonwheelscolumbia.org A non-profit agency funded by client fees, local individuals/organizations, and the City of Columbia.
Mission
Meals on Wheels of Columbia is dedicated and passionate
about providing hot, nutritious meals to those in need.
History
In 1972, Meals on Wheels of Columbia, Inc., was founded by six volunteers
who recognized a community need for home delivered meals. The original Meals
on Wheels site began operations on November 6, 1972, serving 14 clients.
In 1977, the rapid growth of the program necessitated a move to Calvary
Baptist Church, where over 150 meals were prepared each day. In 1981, the sack
supper program was added to the services.
In February 1996, a move was made to Advent Enterprises. Better kitchen
facilities and the opportunity to serve Advent clients made this an attractive move.
October 3, 1998 found us moving again. This time we moved to the
Veterans Hospital at 800 Hospital Drive, our current location. The employees at
the VA prepare the meals and we purchase the meals for our clients. We pay rent
for our offices and parking spaces.
The ability of Meals on wheels to successfully provide high quality services
is based on three strengths:
Dedicated Volunteers: Over 160 persons are listed as volunteers. It
requires 95 drivers and packers each week to deliver the meals.
Dedicated Staff: Two paid staff members work closely as a team to ensure
a smooth running agency. Karen Super Carter, our Office Manager, started in June
1990, while JoNetta Weaver became our Executive Director in October 2012.
Dedicated Board of Directors: The 15 member volunteer board has 47
years of experience with the Meals on Wheels organization. Their professional
knowledge supporting the program comes from areas such as nutrition, food
service, banking, public relations, education, insurance, media, law, management,
non-‐for-‐profit organizations, and social service.
Agency Fact Sheet
Services Offered: Home delivered, hot noon meal plus an optional cold supper are delivered by volunteer drivers Monday through Friday between 11:00 a.m. and
12:30 p.m. Modified diets such as diabetic, low sodium, and mechanical are
available. Short-‐term (three-‐day minimum) and long-‐term service is offered.
Eligibility
• Live in the city of Columbia
• Eligibility is determined by: age, disability, recent hospitalization, or illness
• Financial Assistance is available based on the Federal Poverty Level and
monthly gross income.
Intake Procedure: Referrals are taken by phone and can be initiated by anyone: (e.g.: family, friends, health professionals, social service agencies, and even
the prospective client). Service can generally begin the next day after the referral
is received. An in-‐home visit is required within the first week of meals being
delivered.
Area Served: City of Columbia
Hours: Office Hours: 7:30 a.m. to 3:30 p.m. Monday -‐ Friday (answering machine other times at 886-‐7554)
Cost: Maximum is $5.10 per meal A sliding fee scale, based on client’s monthly income allows most (80%) clients to
qualify for a reduced rate.
Volunteers
“It is a joy to be able to deliver Meals on Wheels.
I consider the people I deliver to and the fellow drivers
to be very fulfilling in my life.” –OJ
“I may need meals one day and giving back is a way to
share my blessings.” –JS
“Such a pleasure to experience the smiles and thanks of
the diverse clients receiving meals.” –GG
Confidentiality: The clients that Meals on Wheels serves have the right to privacy and confidentiality, and their personal information should always be
protected. Just like professionals, volunteers have a special obligation to maintain
the confidentiality of information they might learn from a client and to protect that
person’s privacy.
The only time it is appropriate to break confidentiality is when:
1. A client is in danger or putting someone else in danger.
2. A client is being abused, neglected, or exploited.
3. A court of law orders disclosure.
We understand that most volunteers will likely discuss their volunteer activities
with friends, family, and coworkers. In these cases, maintaining the client’s
confidentiality and privacy is as simple as not sharing the person’s name or details
that would divulge the client’s identity. This would include not sharing information
or pictures on social media sites such as Facebook, Twitter, etc.
Criminal Background Checks: Meals on Wheels is committed to the safety of our organization, our clients and our volunteers from claims of abuse,
allegations of wrong-‐doing, and other potential risks by taking the preventive
measure of implementing a background screening policy. Volunteering is a selfless
act of kindness and the objective of the criminal background check is not to be
interpreted as a lack of trust in our volunteers, but is rather a precaution taken
allowing MOW to use the resources available to protect all involved with our
organization. Our policy is to screen individuals in all volunteer capacities for
MOW. During training, each volunteer will complete the MOW Disclosure and
receive a summary of rights under the Fair Credit Reporting Act. If a check is clear,
volunteers can be fully stated into the program. If the check reveals negative
results, the volunteer is notified by mail with third party name, address, and phone
number for additional information.
Volunteer Code of Conduct 1. Adhere to the Meals on Wheels volunteer handbook.
2. Be dependable for volunteer responsibilities.
3. No solicitation to buy or sell anything to clients or staff.
Regular Routes and Substitutes
• If you have a regular route and need to be gone, a calendar is posted in
the gathering room for you to sign out.
• If you have a regular route and wake up sick on your route day, please
call 886-‐7554 before 9:00 so we can get you a substitute driver.
• LOA -‐ If you need to be absent more than 2 weeks due to illness, travel,
job change, or family situation, please consider a Leave of Absence
(LOA). Another driver will be assigned your route during your absence.
If you are able to return after the situation changes, we will try to give
you a route on a day you are available. Your regular route will be
assigned to someone wishing to have a regular route.
• Drivers wishing to stay on the substitute list are sent an email on
Thursdays asking for drivers for the next two weeks. You may
volunteer to take a route dependent on your availability.
Snow/Ice Conditions If severe snow/ice conditions necessitate the cancellation of meal delivery,
announcements will be made by these radio and TV stations:
KFRU Radio -‐ 1400 AM
KOMU TV -‐ Channel 8
KMIZ TV -‐ Channel 17
The announcement will say “Meals on Wheels of Columbia will
not be delivering today”. CThe MOW website and Facebook
will also indicate if we are not delivering meals.
Blizzard Bags are collected by Rock Bridge Elementary School families and given to
each client to have in the event we cannot deliver meals due to snow/ice. Bags
contain for 2-‐3 meals.
Holidays Meals on Wheels observes six holidays. There are no meals delivered:
New Years Day January 1
Memorial Day Last Monday in May
Independence Day July 4
Labor Day First Monday in September
Thanksgiving Day Fourth Thursday in November
Day after Thanksgiving Friday following
Christmas Day December 25
Special Days: Panera and Wednesdays
• Panera has given us leftovers that are free to give to our clients. You may take
anything you think they could use and please, take for yourselves as well.
• Wednesdays are Bread days. Please check the checklist to see how many
loaves of white and wheat bread you are to deliver to your clients. The route
sheet will tell you white or wheat.
Parking: Before you leave today, please pick up a pink hang tag that allows you to park in one of the 10 designated spots for MOW. Please always park in one of
these 10 spots so your vehicle is not blocking deliveries or traffic.
Income Tax Deduction for Mileage: If you itemize your federal tax return, the miles driven while delivering meals can be treated as a charitable contribution.
Keep a record of all mileage incurred while driving your route, including the
mileage driven between your home and the Meals on Wheels office. We will collect
mileage once a year on each route and have it on file.
Before You Deliver on Your Assigned Day 1. When you arrive, (between 10:30 and 11:15) check the driver assignment
board to confirm the route you are driving. Note any special instructions by
your name (take cake, cooler, letter, etc.)
2. Sign your name and route number on the pink driver sign-‐up sheet. If you are
driving for an agency, please write both the agency and your name.
3. While waiting for your carrier to be filled, check your route and visit with other
drivers.
4. Before leaving, check your carrier to be sure you have the correct number
of trays and sacks as shown on the route sheet. Brown sacks accompany
noon meals and white sacks for supper. We wouldn’t want you to arrive at
your first stop and realize you were missing some meals! If you do not have all
your meals, please return to the VA hospital to get the meals for your clients.
While You Deliver Meals 1. Keep the meal carrier as level as possible while transporting the meals. Please
keep inside your vehicle. Trunks and pickup beds can get very hot or cold.
2. Leave meals in the carrier until you arrive at the client’s home to maintain
proper meal temperatures.
3. When you arrive at the client’s home, follow any special instructions on the
route sheet and knock loudly on the door. Wait a reasonable length of time. If
your route sheet says “Knock & Enter”, you may open the door and announce
yourself before entering. Many clients walk slowly and take several moments
to get to the door. If the client does not answer the door after repeated tries,
see the next page in the handbook titled, “If Client Does Not Answer The Door”.
4. Greet the client by name in a friendly and cheerful manner, introduce yourself
and tell them that you are from Meals on Wheels. You may want to address
them by their last name until they let you know otherwise. If the client appears
to need assistance due to poor mobility, poor vision, etc., you may want to offer
to carry the meal to the table, open the tray or the milk. Please ask before
doing so.
5. Sometimes clients ask drivers to do little things like bringing the mail in or
reaching for a box on a high shelf. It is against our policy to give rides to clients.
6. Keep your eyes open and let us know of any concerns! In the summer/winter
does the clients’ home feel comfortable? Does the client appear ill or confused?
If you have any concerns, report them when you return to the VA or if
immediate, call us from the clients’ home.
If a Client Does Not Answer the Door If a client does not answer the door, usually there is a simple explanation. The most common reason is the client forgot to notify the office they would be
gone from home over the noon hour (e.g. medical appointment or an outing with
friends or family).
1. Look for a cooler outside the door. We require the clients to provide a safe
storage container (such as a picnic cooler) before we agree to leave the meal
outside their home. Meals may be left outside the home only if such a container
is provided. WE WILL PROVIDE COOLERS FREE OF CHARGE IF NEEDED. IF
YOU DISCOVER A MEAL FROM A PREVIOUS DAY PLEASE REMOVE IT AND
LEAVE NO OTHER. NOTIFY US IMMEDIATELY. DO NOT LEAVE MEALS IN THE
DOOR/ON THE PORCH OR A CHAIR!
2. Call the client using the number on the route sheet to see if they are home but
not hearing the doorbell.
3. Call us and we will coach you to other possibilities.
4. Leave a yellow “Sorry We Missed You” hang tag on the door knob. Give meal to
another Meals on Wheels client, and ask them if they would like a free meal.
Write a note on the route sheet about the situation, and notify a staff member
of the situation.
5. If you do enter the client’s home and find they are in distress or have fallen,
determine if they are in any pain. DO NOT attempt to move the client if you
suspect there may be broken bones or other serious injury. Call the Meals on
Wheels office at 886-‐7554 to immediately report the situation and call 911.
After You Deliver Meals 1. After delivering your meals, return to the VA Hospital place the meal carrier on
the metal racks on the back dock.
2. Please remove the masking tape from the route sheet.
3. Sign your route sheet and leave it on top of the blue accordion file.
4. We have an emergency contact for each client, so we can investigate the
problems/concerns you relay to us. Our clients' welfare is important!
5. We strive to provide accurate, easy-‐to-‐follow directions to the client’s homes.
We would appreciate knowing when any directions are incorrect or if road
conditions necessitate a change (e.g. construction detours, missing street signs,
the directions of “left/right” reversed, etc.) Your input may prevent the next
driver from being lost.
Important Tips to Remember When Working with Seniors 1. Address the senior with appropriate titles, such as Miss, Ms., Mrs., Mr., or Dr.,
until the senior tells you how they prefer to be addressed.
2. Walk and/or work with the senior at his/her pace. Match your pace to theirs
with the understanding that older people may not be able to keep up with you.
3. Speak loud enough to be heard and directly in front of the senior.
Understanding that a person’s five senses deteriorate as they age or can be
hard of hearing and require gestures or a written message.
4. Remember that you bring the outside world to a person who is homebound.
Try to focus on the positive aspects of your world. When discussing current
events, let the senior tell you what they see or hear on the radio or television.
5. Understand that seniors may be grieving a number of losses. Let them share
their feelings about giving up driving, friends entering nursing homes or
passing away, or their own changing health.
Empathetic Listening Now that you are volunteering with a senior, listening will be among the most
important skills you will utilize. Good listening skills can help you discover
problems in the senior’s life and will add a positive dimension to the relationship
you build. Empathetic listening requires attention and concentration beyond
sitting in the same room with someone who is talking.