Section 6: Policies and Procedures

As previously stated, Policies and Procedures are the risk management and preventive planning tools designed to minimize problems within the site. These policies define the way we do what we do. They affect the way the site personnel interact with clients, the public, and each other. Therefore the first policy should be who can design policies and the procedures that must be followed.

For the purpose of this manual policies and procedures will be separated into Site and Management policies and procedures.

Site Policies

Site Polices include:

• Site Hours
• Opening Up
• Closing Up
• Hazard Policy
• Cleaning Policy
• Fire Safety
• Smoking Policy
• Handling Money
• Code of Conduct
• Goal Setting/ Performance Appraisals
• Absence- Contact
• Resignation
• Public Relations policy
• Police/ RCMP Contact Info
• Training Attendance
• Confidentiality Agreements
• Lost and Found
• Fire Safety
• Volunteer Involvement
• Acceptable Computer usage
• Site Technology Code/ Password Maintenance
• Injuries while Volunteering- Disclaimer

Examples of Site Policies

Site Hours

• The C@P site shall be open to the public from Monday to Saturday 9am to 9pm and on Sunday from 1pm to 9pm.
• In the event of a closure the Site Closing Policy shall be followed.

Opening Up

• The person(s) scheduled on the first shift of any day is (are) responsible for opening the site.
• Procedures

1. Arrive at site 15 minutes before scheduled opening.
2. Check the outside of the building for damages, signs of forced entry, hazards, etc.
3. Unlock the door with the key provided. Alert Site Manager if there are any issues with the door/ lock. (If a key needs to be supplied see the Key access policy.)
4. Turn off alarm.
5. Once inside lock door until site is ready to open.
6. Turn on lights. Set heating to comfort level. Start computers. Tidy room.
7. Check Staff Communications Log for any info from the night before.
8. Check telephone messages.
9. Date and set activity logs beside each computer.
10. Unlock door for client access.
11. Record activity logs from previous day.

Closing Up

• The person(s) scheduled on the final shift of any day is (are) responsible for closing the site.
• Procedures

1. Alert clients at 15 minutes before closing time that they have 15 minutes to finish up.
2. Once last client has left tidy room. Turn off unused computers. Set heat to maintenance level.
3. Place any cash in locked drawer.
4. Place any forgotten items in the Lost and Found drawer.
5. Gather activity logs.
6. Write end of day entry in Staff Communication Log book.
7. Set telephone message.
8. Set alarm.
9. Lock door.

• In case of Emergency Site Closure :

1. If the site must be closed, follow the same procedure as above and post a sign indicating time and duration of closure posted not less than 1 week in advance. Place a message on the answering service of the site alerting all to the closure and record reason and date/ time in the Site Communication log.
2. Should there be an emergency that requires the site to be closed follow the same procedure as above and post a sign indicating time and duration of closing. Place a message on the answering service of the site alerting all to the closure and record reason and date/ time in the Site Communication log.

Site Cleaning Policy

• Hourly

1. To be maintained by staff on duty.
2. Desktops clear of paper and other clutter.
3. Trash pails checked- if half full emptied.
4. Washroom checked for mess and cleaned.

• Daily

1. Floor mopped by custodial staff.
2. Garbage emptied.
3. Washroom mopped and sanitized.

• Weekly

1. Fridge cleaned out.

Handling Money

• Employee/ Volunteer to handle money only after taking money handling site training.
• Must provide receipt and secure money into locked drawer.

Fire Safety

• In case of fire:
  • Evacuate site.
• After everyone is out of site:

1. Close all doors.
2. Call 911 and report fire.
3. If possible, use fire extinguisher as trained.
4. Call Site Manager and alert to situation.
5. Remove computers from area, after fire is extinguished.

Prevention - Fire Safety

• Smoke and Carbon Monoxide alarms to be checked every three months for functioning. (Battery , horn, etc.)
• Fire evacuation drills to be conducted biannually.
• Evacuation and fire response training to be given as part of orientation to site.

Smoking Policy

• No smoking in or around site.

Code of Conduct

• Employee/ Volunteer must dress appropriately in casual business attire.
• Employee/ Volunteer to interact with clients/ co-workers in polite, friendly, and helpful manner.
• Employee/ Volunteer to abide by site policies and procedures. These to include:
  • Confidentiality,
  • Scheduling
  • Attendance
  • Acceptable Computer usage and other policies and procedures.

Resignation

• Where possible Employee/ Volunteer will give 4 weeks notice prior to resignation.
• Employee/ Volunteer agree to complete exit interview.
  • See sample exit interview.

Injuries while Volunteering- Disclaimer

• Volunteer agrees not to hold site and management responsible for injuries sustained while Volunteering.

Absence- Contact

• Volunteer agrees to find replacement for any scheduled shifts they are not able to attend.
• Failing ability to find replacement, Volunteer agrees to provide notice of absence to site management not less than 48 hours prior to scheduled shift.

Confidentiality Agreements

• Volunteer and staff agree to abide by regulations surrounding confidentiality agreement.
• Volunteers are responsible for the confidentiality of all information gathered while working in a Volunteer or staff capacity on or off site.
• Volunteers and staff are not to discuss any of this information at work or on own time as this may lead to divulgence of information.
• The only permissible exception to this policy is in the case of disclosure to prevent harm from occurring.
  • See sample Confidentiality agreement.

Police/ RCMP Contact Info

• In all cases where there is destruction of property, assault, and harassment on site Volunteer is to call Authorities(Halifax Regional Police Department or local RCMP detachment depending upon location)

Lost and Found

• All articles found on the premises shall be kept in the Lost and Found for a period of 12 months after which time if they remain unclaimed them they shall become the property of the site and may be disposed of as site manager deems fit.

Public Relations policy

• The only person to address the media on behalf of the Site is the board chair or public relations representative appointed by the board.
• All other Volunteers and staff are to respond "No Comment" or "I am not qualified to make a statement on this subject".

Training Attendance

• Volunteer agrees to make every effort to remain current in training required by position.

Hazard Policy

• Any safety issue is to be assessed as to the severity of the issue. Assessment to be based on
  • Threat to staff and users of site (harm)?
  • Inability to minimize threat (secure area)?
  • Possibility of further damage?

Volunteer Involvement

• Volunteers agree to have no dealings with clients to the Site outside the confines of the established protocols.
• There are to be no home visits to conduct training unless authorized by site management.

Acceptable Computer usage

• Volunteers shall not engage in activities other than those based on client needs when "at work" unless agreed to by site management.
  • No playing games.
  • No internet usage for personal materials.
  • No usage for personal gain.
• There shall be no access to pornographic materials.
• There shall be no profanity in the site.

Site Technology Code/ Password Maintenance

• Technicians shall provide all password and username information to site management and board members/ designates to ensure continuity of capability and backup of information.
• Failure to do so may result in termination.

Site Management Policies

Site Management Policies include:

• Screening
• Employment Equity
• Personnel File
• Disciplinary Action
• Verbal Reprimand
• Written Reprimand
• Dismissal
• Reference Checks
• Giving a Reference

Examples of Site Management Policies

Employment Equity

• The management of this site is committed to recruit and hire on the basis of fairness and employment equity. There shall be no discrimination on the basis of gender, race, religion, sexual orientation, disability, citizenship, age, marital, or family status.

Screening

• All employees and Volunteers shall undergo the same screening process consisting of application/ resume, interview, Criminal Record search, Child Abuse Registry check (where applicable), telephone reference check, orientation period, probationary period, and supervision.

Reference Checks

• To be completed on every applicant involved in the final selection phase. Will ask for examples provided by applicant during interview.

Providing a Reference

• References will be provided quoting successes of Volunteers/ Staff from Personnel files and general characteristics of these valued members. Should employee files reveal a negative factor these factors will not be quoted specifically. Instead we shall respond with phrases such as I cannot provide a reference for this person", and quote only the strengths of the person.

Personnel File

• The personnel file shall be maintained in a secure environment and shall be made available to the employee/ Volunteer upon asking. It shall contain performance appraisals, work history, and the Volunteer data sheet as well as any complaints and compliments on this individual.

Goal Setting/ Performance Appraisals

• Goal setting shall be completed with the input of the individual and shall be signed off by the Volunteer and supervisor at that session.

Disciplinary Action

• Disciplinary Action shall follow the following path. The Volunteer shall be alerted to the problem and given a chance to modify the behaviour. Stages of action include; Verbal reprimand, written reprimand, and dismissal.

Verbal Reprimand

• This is to be conducted in private. A note describing the action is to be included in the Volunteer file
• Only the behaviour is to be addressed not the personal characteristics.

Written Reprimand

• This is to be delivered in private.
• A time frame for change is to be included in this document and a copy is to be placed in the file

Dismissal

• The Volunteer is to be notified. There is no discussion at this point. Volunteer is to leave the site.

Suggested web sites:

http://charitychannel.com/article_2382.shtml 
http://www.scn.org/scna/volunteers/vol-mailin.html

We would appreciate it if you would use the Appraisal Sheet to send us your comments on the materials in this section. Please Download it from the Tools Page.