Volunteer Manual: Policies & Procedures

General Expectations

All volunteers are expected to be familiar with the contents of this Volunteer Manual and to keep it on hand to consult when questions arise. Questions not directly answered in the handbook should be addressed to our Staff.

Our expectation is that volunteers will treat each member with respect and care, and we expect that members will extend the same courtesies to volunteers. We also always support a member’s right to autonomy and ability to make their own decisions. We do not automatically assume frailty or disability in individuals requesting Village services.

You are expected to:

• attend orientation and training sessions
• be discerning and reliable in accepting and fulfilling assignments
• accept only those assignments that you are fully capable of providing
• notify the coordinator for the service for which you are volunteering as soon as possible when unable to report for a scheduled assignment
• stay at home when you are feeling ill
  
• do not attempt activities in which you might hurt yourself; our insurance will not cover you for questionable assistance, and the member you are helping would not want you to hurt yourself
• complete required records promptly
• respect and protect members' confidential information
• exercise good judgment and act in a professional manner
• introduce yourself to the member you are serving
• treat members and other volunteers with courtesy and respect
  
• use your best judgment to ensure the safety of both the member and yourself
  
• report to and take direction from staff when working in the office

Volunteer Support and Recognition

Ongoing volunteer efforts are vital for CHPV's efficacy and value to the community, and will be acknowledged. It is the purpose of CHPV's volunteer program to make the volunteer experience rewarding and to determine what the Village can do for volunteers. Volunteer recognition events will be conducted to highlight and reward the contributions of volunteers.

Representing Chicago Hyde Park Village

Volunteers may not act on behalf of, or make statements representing, the official position of CHPV, unless they have been authorized to do so, in writing, by CHPV Staff and/or Board of Directors. For example, volunteers should not make statements to the press or broadcast media without prior authorization. No volunteer is authorized to sign any agreement involving contractual or financial obligations. Any statement that a CHPV volunteer provides is a reflection of the Village, and therefore appropriate conduct is expected.

Record of Volunteer Service

Accurate records are important to both CHPV and our volunteers. Records of volunteer service are used for program development, volunteer recognition, insurance coverage, budgets, and seeking foundation support. Volunteer time is tracked either weekly or monthly, dependent on volunteer preference. We ask that volunteers assist staff in keeping accurate volunteer records by informing the office when a service request takes an unexpected amount of time, is cancelled, or if problems are encountered. Select the button below to record your volunteer service hours. 

Volunteer Self-Signup

Do not underestimate the value of your volunteer time! Did you know that every hour of your time that you generously devoted to the Chicago Hyde Park Village in 2021 was worth $30.97?  This figure comes from Independent Sector, a non-profit leadership organization that publishes a "Value of Volunteer Time State and Historical Data" report. In 2021, 84 CHPV volunteers generously donated 3,195 hours of their time which is the equivalent of $93,773!

Safety Policy and Incident Reporting

PLEASE NOTE: In case of a medical emergency, call 911.

Any accident or injury, no matter how minor, should be reported immediately, and an incident report should be filed with the office. Though some injuries may appear minor, it is important that they are reported in sufficient detail to establish a claim should complications follow. In most circumstances, volunteers and members who wish to file an insurance claim would do so on their own insurance policies. 

If an incident occurs and police are involved, please notify CHPV staff as soon as possible.

Privacy 

Volunteers often come into personal contact with CHPV members as they carry out their assignments. However, for your own protection, volunteers may not perform personal care services that may be construed as physical contact that violates privacy. If any such request is made, politely decline and suggest an alternative, as is demonstrated during the training. 

Volunteers should use discretion when offering advice about a member's health or safety. Even professionals, such as social workers or medical personnel, must put their professional practice aside when the assignment is simply to be a friendly volunteer. The urge to provide counseling or to solve quality-of-life problems must be avoided. If a member does divulge or display a condition that may need attention, the volunteer is to share that information privately ONLY with CHPV Staff. In case of emergency or concerns about immediate personal safety, call 911. Volunteers who are trained first responders should respond, as they have been trained, to respond in an emergency.

Volunteers are responsible for maintaining the confidentiality of all personal, proprietary, or privileged information to which they are exposed while serving as a volunteer. Such information should not be shared with anyone, with the following exceptions:

• A Volunteer who obtains information which creates concern about a member's general well-being MUST share and discuss the concern with CHPV Staff within three days.
• A Volunteer who obtains information about a foreseeable harm to the well-being of a member or any other identifiable person MUST share and discuss this information with CHPV Staff as soon as possible, definitely within three hours.  If Staff are unavailable, the Volunteer should share the information with the Board President or Executive Director.
• If the information indicates a medical emergency, call 911.

Boundaries

The following are strictly prohibited:

• accepting any gifts or tips from members
• smoking in members' presence or in their homes
• soliciting or accepting money from members
• giving members money or loans
• taking possession of, or making transactions with, a member's cash, check book, credit or debit card. If this limitation causes difficulty, please discuss the situation with CHPV Staff.
• making explicit comments, soliciting sexual favors, or engaging in sexual activity
• soliciting or accepting controlled substances, alcohol, or medications from members
• providing any controlled substances, alcohol or medications to Members

Finally, while we encourage friendships to develop among members and volunteers, service requests should come through the Village office. Volunteers should not feel obligated to fulfill every request, even if the requesting member has become a friend. Volunteers should notify CHPV Staff if they feel a boundary has been crossed, and they will work with the parties involved to resolve the situation.

Arrangements made directly between members and volunteers are not covered by CHPV's insurance policy and will not be considered Village activities.

Termination and Grievance Policy

• Please refer to our Safety and Boundaries requirements when considering what actions may lead to termination. Examples are possession of drugs or alcohol, continued absenteeism, and general noncompliance with CHPV standards.
  
• Volunteers must be given the opportunity to know and correct any deficiencies that might result in their termination, except for violations that involve use of illegal drugs or alcohol.
• Any CHPV volunteer who feels the Volunteer Policies have been unfairly applied may appeal the decision to the Member Services Committee whose decision is final.

Resignation Process

Volunteer assignments are not permanent. If a volunteer's situation or interest changes, attempts may be made to re-direct that person to a new activity. A volunteer may decide to stop volunteering at any time. Volunteers are asked to inform the coordinator of the service they are providing, and is asked to give as much notice as possible, if resigning or interrupting the volunteer assignment for any period of time. To help the organization grow and learn from experience, volunteers may be asked to participate in an exit interview.

Expectations for Volunteer Drivers

Vetted volunteer drivers for CHPV's Transportation Service have an additional set of expectations and guidelines. Please refer to the Expectations for Volunteer Drivers & Ride Recipients under the Volunteer Driver Opportunity.