Volunteering Sector
Operating Guidelines
for the
Volunteering Sector
Introduction
These Guidelines apply specifically to volunteer placements in UK and overseas. It should be read in conjunction with the Code of Practice and the Introductory Note to the Operational Guidelines that provides the background to this specific set of guidelines. Where there is a difference in the requirement between UK and overseas, these have been shown.
Plan the Placement
1. Each organisation running overseas programmes is to have (an) in-country representative(s) with knowledge and experience of the country and able to make a timely response in order to troubleshoot problems (medical, pastoral or work related) and respond to an emergency. This support should be available for both the participant and the host organisation. At least one representative is to be party to a formal written agreement to act on behalf of the member organisation in this manner. Essential
2. Choose the placement with the help of the in-country representative(s) and host nation organisations. Establish confidence that programmes will be conducted responsibly with due regard to environmental, social and local issues. Essential
3. Vet or visit the placement in advance. Discuss the objectives with the host organisation. Conduct a risk assessment to ensure that the work is worthwhile, safe and meets the needs and abilities of a participant and that the accommodation is safe and appropriate. Essential
4. Assess the placement for proximity to the local representative, external communications and medical facilities. Essential
5. Ensure the host organisation is provided with adequate information about the participant’s abilities, needs and expectations. Provide guidance to the host organisation as to "How to get the best from your Volunteer Placement". Also ensure, ideally in writing, that the host organisation, participants and in-country representative(s) are clear as to their respective responsibilities and how they should be met. Essential
Select and train the Volunteers.
1. Have clear criteria and procedures for the selection of participants and for matching them to a placement and destination. Essential
2. All participants should have the opportunity to visit the offices of or meet with a member of staff of the sending organisation. Essential
3. Offer a choice of placements. Desirable
4. When participants are to operate in pairs or teams the cohesiveness of which may contribute to the success of the placement, then it may be necessary to interview the volunteer as an aid to selecting the right people for each placement. Desirable
5. For overseas placements:
a. Prior to departure:
(1) Provide detailed clear and accurate information on the programme. Essential
(2) Provide additional verbal briefing and training as appropriate. Desirable
b. On arrival.
(1) Arrange suitable familiarisation and on the job training. Essential
(2) Ensure that all participants know how to contact the in-country representative and understand any emergency procedures. Essential
Monitor the Placement
1. Check that familiarisation has been completed satisfactorily, especially those matters related to health and safety, security and culture. Essential
2. Check that training is being undertaken as agreed with the host organisation. Desirable
3. Confirm that the participant and the host organisation know how to contact the in-country support team. Essential
4. Assess the well-being of each participant and check that each is being employed as agreed. Submit report(s) as required. Essential
Measure Satisfaction/Refine the Process
1. Have a formal feedback mechanism (questionnaire or structured interview) to enable participants and hosts to express their views/suggest improvements on completion. During the placement similar feedback is desirable. Essential.
2. Where practical hold a debriefing session to enable participants to share experiences and assess lessons learned during the placement. Desirable
3. Have clear management data to show levels/trends in customer satisfaction and specific complaints. Desirable
4. Have a formal procedure for dealing with complaints and implementing improvements. Essential
Demonstrate how these Operational Guidelines are met
Written assurance from Chief Executive that effective systems are in place (or being worked towards) as per checklist (distinguish Essential / Desirable).
2. Willingness to demonstrate systems in event of query (i.e. if a public complaint was made).