Recreation Facility ServicesVolunteer Orientation Session

Agenda Welcome, The City of Edmonton Policies, Principles, and

Missions The Volunteer Process Volunteer & Staff

Relationships City of Edmonton Code of

Conduct Customer Service Occupation Health and Safety Workplace Violence Great Expectations Who You Gonna Call?!

-A Staff Contact List MyVolunteerPage.com: What

is it?

At the end of this session you should….

Know what is expected of you as a Volunteer with the City of Edmonton,

At the end of this session you should…

Understand the structure of the Recreation Facility Services Branch & the City of Edmonton

At the end of this session you should…

Understand the risks and hazards (and benefits) of your volunteer position,

At the end of this session you should…

And be excited to volunteer!

Community Services

Recreational and cultural opportunities

Preventative/early intervention program

Community Services

Vision: A frontline partner with citizens and communities, committed to creating a safe, healthy, and vibrant city.

Mission: To lead in the development and delivery of outstanding neighbourhood, recreation, social, cultural, fire, and emergency medical services and facilities.

Recreation Facility Services

Vision: Creating Vibrant Places Mission: We develop, manage, animate, and preserve recreation facilities We value…

Staff and Volunteers – we embrace a recognition culture Service – We put the needs of communities and citizens first Well – being – We support the health of individuals, families, and

communities Safety and Security – We operate clean, safe and secure facilities Respect – We treat people with dignity, understanding and compassion Inclusiveness – We are accessible and available to all our citizens Integrity – We demonstrate ethical and trustworthy behaviour The Environment – We endeavour to protect and preserve the natural

and built environment Innovation – We seek out leading edge, forward thinking and creative

practices Stewardship – We advance the prudent use and management of

resources Accountability – We set clear objectives and foster open reporting to

citizens and stakeholders

The City of Edmonton: Recreation Facilities Services

Fort Edmonton Park John Janzen Nature Centre John Walter Museum Muttart Conservatory Valley Zoo Riverside, Victoria, and Rundle

Golf Courses Municipal Cemeteries Commonwealth Stadium &

Kinsmen Sports Centre Prince of Wales Armouries Community Recreation Centres Northgate Lions & Central Lions

Seniors Centres City Arts Centre Municipal Arenas City Archives Outdoor Pools

Recreation Facility Services:Many Staff Working with Volunteers every day

Many people within the branch coordinate and manage different volunteer programs.

Pam and Anna liaise with staff at all facilities

You may receive phone calls and/or emails from…

Volunteer Services-Recreation Facility Services

The purposes of the unit are: to support the involvement of volunteers to value, respect and recognize volunteers

and to foster community pride in the work they undertake

to expand opportunities for volunteer involvement

Mission: supporting and facilitating the appropriate involvement of volunteers to enhance branch programs and services, and encouraging community participation.

STOP! Take a moment now to think about the goals you have for your volunteer experience

City of Edmonton Volunteerism Policy

The City of Edmonton values Volunteers and believes that Volunteerism:

Promotes citizen involvement, social and civic responsibility, and civic pride.

Contributes to healthy communities and a vibrant Edmonton.

Improves Edmontonians’ quality of life.

City of Edmonton Volunteerism Policy

Thus, the City will: Support Volunteers and Volunteerism in Edmonton. Provide positive, meaningful volunteer experiences

for individuals who volunteer with the City by adopting the Canadian Code for Volunteer Involvement (2001) as its standard for the City’s volunteer management systems.

Encourage all corporations in Edmonton, including the City of Edmonton, to support Volunteerism.

Work with Voluntary Community Groups in order to strengthen and recognize Volunteerism in Edmonton.

The Volunteer Process

Application Screening

Interview Reference Checks Police Information

Check Orientation &

Training Recognition

Volunteering with the City of Edmonton

Code of Conduct

The Code of Conduct explains the expected rules of behaviours for staff and volunteers. It states values, provides guidance and recommends action so that all staff and volunteers know what is expected of them.

7 points of Code of Conduct

1. Appearance before Council2. City Assets3. Disclosure of information4. Gifts and Gratuities5. Personal Conduct6. Personal Gain or Benefit7. Political Activity

Personal Conduct

Things to do: Treat people as you want to be treated Represent the City in a positive way Be honest with people Make every person feel important Take on a customer-service focus Exercise diplomacy and tact when

dealing with difficult people Respond promptly to requests for

information

Use of City Assets

You may not borrow or utilize any City-owned material for personal use

You are required to pay regular admission when visiting City facilities outside your volunteer hours

You may not bring your family or friends to visit a facility for free

Disclosure of Information

Personal Conduct: Customer Service

A customer’s impression of our facilities is a sum total of all the encounters they have had with the paid and unpaid staff, and the environment within the facility. Therefore all employees and volunteers should strive to exceed a customer’s expectations at all times.

Customer Service

Here are a few things that customers expect when they enter our facilities:

Reliability – we should strive to perform the desired service dependably, accurately, and consistently

Responsiveness – we should be willing to provide prompt service and help our visitors

Assurance – we should be knowledgeable about the area we are working in and any special events/promotion which may be occurring. We must also be courteous to customers and convey trust and confidence to them.

Empathy – we should be able to give individualized attention to customers and indicate to them that we care about meeting their needs

Tangible results – We have a responsibility to provide clean, adequate, physical facilities, ensure that our equipment is working properly, ensure that the facility features are will cared for, and maintain the professional image of the facility through our appearance.

Probationary Strategy

Volunteer Services employs a standard, three-month probationary period for all Recreation Facility Services volunteer positions.

Volunteer Performance Strategy

Providing performance feedback on volunteer position

We employs a “Progressive Discipline” process

Verbal Warning Written warning Disciplinary suspension Dismissal

Volunteer Performance Strategy

Volunteers have the right to expect:

-Supportive and constructive criticism-Clear details regarding inappropriate or unsatisfactory performance/behaviour-Suggestions regarding what and how to improve; time and opportunity to demonstrate improvement after each stage-Written record of unsatisfactory performance

Respectful Workplace: What this means for Volunteers

The City of Edmonton is committed to creating and maintaining a vibrant, healthy, safe and caring environment for employees and volunteers.

The City of Edmonton promotes a work environment free from discrimination or harassment, one of which everyone treats each other with respect and dignity.

Volunteer & Staff Relationship

Volunteers and paid staff are both seen as integral contributors to Recreation Facility Service’s mission of developing, managing, animating, and preserving recreation facilities. On many occasions volunteers and staff will collaborate on various projects, events, and programs to achieve a successful end result.

Volunteers and paid staff are expected to be respectful of each others’ experience and abilities and are encouraged to learn from each other.

Communication:Handling A Conflict

Settle conflict quickly so that the proper working environment can be maintained at all times.

If the conflict persists, discussed with your immediate Supervisor.

Failing an adequate resolution to the conflict, forward your complaint to the Volunteer Services Program Coordinator

In some cases, the Volunteer Services Program Coordinator may wish to involve the Manager of Volunteer Services to ensure an equitable resolution is reached.

Communication Flow Chart

Volunteer Services Program Manager

Volunteer Services Program Coordinator

Immediate Supervisor

Volunteer

Occupation Health &Safety: Working Together

Occupation Health and Safety Commitment:

The health and safety of employees and others performing a service on behave of the City of Edmonton is of primary importance in all aspects of our operations

Eight elements of the health and safety program

1. Organizational Commitment2. Hazard Identification and Ranking3. Hazard Control4. Planned Safety Inspections5. Orientation and Training6. Emergency Response Planning7. Incident Investigation8. Program Administration

Everyone shares the responsibility for health and safety

Community Service OH&S Commitment

The City of Edmonton Community Services is committed to providing and maintaining a safe and healthy working environment for all its employees and others performing a service on behalf of the department

It is the responsibility of all employees, volunteers, contractors and visitors to cooperate with the employer for the safety of themselves, others engaged in work and those who may be present at the work site.

Health and Safety - Hazard assessment

City of Edmonton has a responsibilities towards you You have responsibilities towards the City of Edmonton, your

co-workers and publicYour employer is responsible for making sure that the workplace

is safe, and that your health and safety are not put at risk, You are responsible for looking after your own health and safety. You must also take care not to put other people at risk

By acting in an unsafe manner Not following agreed safe work practices Not acting to report a situation which could result in someone

getting hurtTo ensure the safety of yourself and others, make sure you are

aware of the correct safety procedures at your place of work. This Means:

Listening very carefully to safety information provided by your employer

Asking clarification, help or instructions if you’re not sure about how to perform any task safely

Workplace Violence

The City of Edmonton believes in the prevention of workplace violence and promotes a violence free environment in which people respect one another and work together to achieve common goals.

Workplace Violence

What is Workplace Violence?

- Whether at a work site or work related, it means the threatened, attempted, or actual conduct of a person that causes or is likely to cause physical injury.

- Workplace violence includes any incident where you feel threatened or intimidated and physical injury is a potential. Volunteers and staff must trust their judgment in assessing a situation (i.e. gut feeling)

Your Personal Safety

Recognize that anytime you feel threatened by a person your safety is the first priority and you need to get help immediately

Enviso: The City of Edmonton’s Commitment to the Environment

Environmental protection is everyone’s responsibility. The City’s Environmental Policy commits each of us to Continual Environmental Improvement Pollution Prevention Regulatory Compliance

Help reduce, reuse , recycle and report

Volunteer Opportunities withRecreation Facility Services

Costumed Interpreter & Junior Interpreter

Heritage Gardener Petting Zoo Assistant Zoo Keeper Assistant Daycamp Assistant Indoor Playground Volunteer Kids Den Volunteer Special Event Assistant Board Member Archives Assistant Knitter Disc Jockey Rockin’ in Rundle

Volunteer School Programs Assistant

Great Expectations…Volunteer Agreement

I will be reliable, prompt and notify my supervisor if I am unable complete my scheduled shift.

I will be respectful to staff, patrons and fellow volunteers at all times.

I will follow the roles and responsibilities as outlined in my position description.

I will attend all mandatory training sessions and meetings unless alternatives have been arranged through my supervisor.

I will be receptive to constructive feedback from my supervisor. I will accurately record my volunteer hours at the end of each shift. I will dress accordingly. I will behave in accordance to the City of Edmonton Code of

Conduct I will maintain a high commitment to my personal health and

safety and that of fellow volunteers, staff and patrons and immediately report any incidents and/or accidents to your Supervisor.

Volunteer AgreementCommunity Facility Services:

We will provide written information, training and support so you as volunteer are able to meet the responsibilities of your position.

We will ensure adequate supervision is in place and provide constructive feedback on volunteer performance.

We will respect the skills, dignity, and individual needs of the volunteer, and adjust to accommodate individual requirements whenever possible.

We will be receptive to feedback from you as volunteer regarding ways in which we might improve our service and mutually accomplish our respective tasks.

We will maintain our commitment to the health and safety of all volunteers, staff and patrons and conduct ourselves accordingly.

Upcoming Special Events

Snowflake Fantasy at John Janzen Christmas Reflections Fort

Edmonton Park The Knight is Young Muttart

Stop! Take a Moment now to review the City of Edmonton Code of Conduct & your Hazard Assessment

On-line Volunteer services

MyVolunteerPage.com is a new online service for volunteer

It allows volunteers to log their own hours, sign up for volunteer positions & check out the latest in volunteer news and events

MyVolunteerPage.com: What if I do not access the internet?

We still accept paper applications and the volunteer coordinator will log your hours.

Visit us on Facebook

Volunteer Services has a Facebook Fan Page:

www.facebook.com/involvedinedmonton

View Upcoming Events & Opportunities, Check out the latest volunteer photos…

Review of Supplementary Materials & Time for Questions

Police Information Check( if not already completed)

Position Description Hazard Assessment Staff Contact List