Orientation Topics
This statement is very important in that it conveys the whole purpose of the organization to the Volunteers and paid staff. This will help new staff to identify the reasons for how we do what we do and why we do it at all. It also clearly states what we hope to accomplish over the next period and where we go from there.
This is important in that it allows the new person some insight into how decisions are made and what to expect in the way of turnaround time for requests and approvals. It also tells the Volunteer who to contact with specific issues. This will certainly relieve frustration and untimely delays as a request is shuffled from one member of the governing body to the next.
Training Schedule / Commitment Agreement
A brief statement outlining the expectations of staff to participate in ongoing training and the arrangements made around this between the Volunteers and the organization. This statement should include the acceptable time line on completion of training as well as agreements as to who shall pay for this training.
The contact list should include the names and telephone numbers, e-mail addresses, as well as the areas of responsibility for each person in the organization. It should also have after hours contact numbers for key personnel involved in site operations.
Site Safety/ Emergency Procedures
This section should include procedures for use in the case of emergencies and for prevention of these emergencies. Emergencies should include; fire break-in, theft, assault, health emergencies, electrical and plumbing problems, and technological issues. It should also include contact information for after hours site management
This section should include expectations of how site Volunteers and paid staff will interact with all manner of persons with whom they have dealings on-site and off, appropriate dress and language. Usually the code of conduct will attend to punctuality, patience, customer service, and rliability. People may include; board members, co-workers, other staff, the mentally and physically challenged, local media personnel, local and regional political representatives, members of visible minorities, and people of all age groups. This area should specify that there are one or more people assigned to speak with the media and that others should not take questions on site practices or events.
Complaint Policy/ Reporting Scheme
First, please do not think of complaints as blame assignments. They are tremendous opportunities to improve our services and the way we deliver them. Very few people actually complain to the organization. Most will leave and then complain to friends and family. This is our chance to make a change or at very least to educate the person as to why the site operates in the way it does. In some cases addressing complaints creates relationships between organizations and individuals.
This section should outline the policy and procedures established to deal with compliments and complaints as to how the site is run, how the client was treated, the location of the site, accessibility, courses offered, course content, hours open, etc.
Please note: the person to whom complaints are reported should not be the person responsible for the complaint. Compliments should be passed on to the person complimented as well as the supervisor. Therefore, complaint/ compliment procedures should be established to get the information to the proper person. One easy way to do this is by charting the type of complaint and assigning a person to handle these issues. For instance a complaint received on a particular staff member should be forwarded to that staff member's supervisor whereas one on building maintenance or location may be forwarded to a board/ committee member in charge of this area.
The old adage "I can't fix it if I don't know it's broken" is appropriate in this situation. The key to any successful service provider is to know what its customers need. Tracking current usage patterns will help to determine the direction of future efforts and services. Therefore, it is necessary that we provide the Volunteer with the chosen process to gathering this information.
Availability and instructions as to where to park and the times parking is available as well as the security of the area to break-ins is relevant information.
The "rules of the room" including scheduled cleaning, storage of lunches, hanging of coats, placement
of winter boots, parking of bicycles, hours of operation, staff reports, staff meeting scheduling, vacation scheduling, Volunteer scheduling, staff coverage for meals and breaks, opening/ closing procedures, material acquisition, how to accept a donation, etc.
Procedures surrounding sensitive issues and how they are to be handled are a necessary section of the orientation package.
- Media- As previously stated the media should only speak to your spokesperson that should have a greater knowledge and competency in dealing with the media than most other employees/ volunteers. This is to ensure that a professional image is presented to the public.
- Confidentiality- Information discovered while at the C@P site should not be disclosed unless it pertains to a criminal act and then only to the local authorities. Information, even if widely known should not be discussed at the C@P site as it ma alienate people from using the services there. This is to create a positive atmosphere and reduce the risk of liable and slander charges.
- Death in a Family- There should be a way to minimize shock and to assist employees/ Volunteers when in situations of need. To minimize the discomfort the news should be conveyed in as private an area as possible. The employee/ Volunteer should be asked if there is anyone who he/ she would like to come and get him/ her. If not, he/ she should be transported to his/ her home or another location where there are friends/ family members to offer support
It should be clearly laid out what is expected of the Volunteer and how the performance should be measured.
Opportunities and the selection policies for future training should be outlined.
Suggested web sites:
http://jerryfeist.com/web/change/newemp.html
http://charitychannel.com/article_179.shtml
Previous : 
