Volunteer handbook
==================

[ORGANIZATION NAME]: volunteer handbook

Version date: [DATE]

1. Welcome

Thank you for volunteering with [ORGANIZATION NAME]. [ONE OR TWO WARM SENTENCES FROM THE CHAIR OR DIRECTOR ABOUT WHY VOLUNTEERS MATTER HERE.]

This handbook explains how we work and what you can expect from us. Please read it, keep it, and ask [NAME] if anything is unclear.

2. What we do

- Our mission: [MISSION IN ONE SENTENCE]
- Who we serve: [THE PEOPLE OR COMMUNITY YOU SERVE]
- What we do: [MAIN PROGRAMS, IN A FEW BULLET POINTS]
- Where and when: [LOCATIONS AND USUAL HOURS]
- How we're run: [FOR EXAMPLE: A VOLUNTEER BOARD OF [NUMBER] AND [NUMBER] STAFF]

3. Volunteer roles

[LIST EACH ROLE WITH A ONE-LINE DESCRIPTION AND WHO SUPERVISES IT, OR SAY WHERE ROLE DESCRIPTIONS ARE KEPT.]

- [ROLE NAME]: [WHAT IT INVOLVES]. Supervisor: [NAME OR ROLE].
- [ROLE NAME]: [WHAT IT INVOLVES]. Supervisor: [NAME OR ROLE].

How to sign up for times: [HOW, FOR EXAMPLE A SHARED CALENDAR OR SIGN-UP SHEET]

If you can't make it: [WHO TO TELL AND HOW, AND HOW MUCH NOTICE HELPS]

4. What you can expect from us

- A clear role and a named person to support you
- Training for your role: [WHAT TRAINING]
- Reimbursement of approved expenses (see section 7)
- Respect for your time, and a thank-you
- A way to raise concerns and be heard

5. What we expect from you, and our code of conduct

- Treat everyone with respect, including the people we serve, other volunteers and staff.
- Follow the instructions of your supervisor and our policies.
- Be reliable: arrive on time and tell us if you can't come.
- Never be under the influence of alcohol or drugs while volunteering.
- Don't accept gifts or money from the people we serve. [ADD YOUR OWN RULE ON SMALL GIFTS.]
- Don't speak to the media or post on behalf of [ORGANIZATION NAME] unless asked to.
- Tell us about any conflict of interest, such as a relative applying for our help.
- [ANY RULES SPECIFIC TO YOUR WORK, FOR EXAMPLE DRESS, PHONES OR FOOD SAFETY]

If someone breaks the code of conduct, [WHAT HAPPENS, FOR EXAMPLE: THEIR SUPERVISOR WILL TALK WITH THEM, AND SERIOUS OR REPEATED PROBLEMS MAY MEAN WE ASK THEM TO STOP VOLUNTEERING].

6. Safeguarding and reporting concerns

We are committed to keeping children, young people and adults who may be at risk safe. Our full safeguarding policy is [WHERE TO FIND IT].

- [YOUR RULES, FOR EXAMPLE: NO ADULT IS ALONE AND OUT OF SIGHT WITH A CHILD; NO PRIVATE MESSAGES OR SOCIAL MEDIA CONTACT WITH YOUNG PEOPLE WE SERVE.]
- Background checks: [WHICH ROLES NEED ONE, AND HOW IT WORKS]

If you are worried about someone's safety:

1. If someone is in immediate danger, call 911.
2. Tell [SAFEGUARDING LEAD NAME] as soon as possible, at [PHONE AND EMAIL]. If they aren't available, tell [BACKUP NAME].
3. Write down what you saw or heard, in the person's own words where you can, with the date and time.
4. Don't investigate yourself, and don't promise anyone you'll keep it secret.

[ADD ANY REPORTING DUTIES THAT APPLY IN YOUR STATE, ONCE YOU HAVE CHECKED THEM.]

7. Expenses

We reimburse reasonable expenses you have while volunteering, if they are approved in advance and you give us a receipt. We don't pay for your time.

- What we cover: [FOR EXAMPLE: SUPPLIES BOUGHT FOR AN EVENT, MILEAGE FOR APPROVED TRIPS]
- Who approves: [NAME OR ROLE]
- How to claim: [FORM, WHERE TO SEND IT, AND BY WHEN]

Our full policy: [expense reimbursement policy](/resources/templates/expense-reimbursement-policy) [REPLACE WITH YOUR OWN POLICY'S LOCATION].

8. Confidentiality

You may learn private information about the people we serve, donors, volunteers or the organization. Keep it private, during and after your time with us.

- Don't share names, stories, photos or personal details outside [ORGANIZATION NAME] without permission.
- Keep paper records locked away and screens out of view. Don't save our files on personal devices unless we've agreed it.
- If you think information has been lost or shared by mistake, tell [NAME] straight away.

9. Health and safety

- Report every accident, injury or near miss to [NAME] the same day.
- First aid kit: [WHERE]. Trained first aiders: [NAMES].
- Emergency exits and meeting point: [WHERE].
- Don't use equipment you haven't been trained on. [LIST ANY EQUIPMENT VOLUNTEERS MUST NOT USE.]
- Lifting, food handling or other risks in our work: [YOUR GUIDANCE]
- Insurance: [WHAT OUR INSURANCE COVERS FOR VOLUNTEERS, AND WHAT IT DOESN'T]

10. Photos and social media

- [YOUR RULES ON TAKING AND SHARING PHOTOS, ESPECIALLY OF THE PEOPLE WE SERVE AND OF ANYONE UNDER 18]
- If you post about volunteering with us, [WHAT'S WELCOME AND WHAT ISN'T].

11. Leaving

You can stop volunteering at any time. Please tell [NAME], return any keys, badges or equipment, and let us know if you'd like a reference. We'd love to hear your feedback before you go.

12. Who to contact

| For | Name | Phone | Email |
|---|---|---|---|
| Day-to-day questions | [NAME] | [PHONE] | [EMAIL] |
| Safeguarding concerns | [NAME] | [PHONE] | [EMAIL] |
| Expenses | [NAME] | [PHONE] | [EMAIL] |
| Complaints or problems | [NAME] | [PHONE] | [EMAIL] |
| Emergencies | Call 911, then [NAME] | [PHONE] | |