Community Action House Volunteer Handbook
Download Document Here: Community Action House Volunteer Handbook 02.2023
Volunteer Handbook
Updated 02.2023
Purpose
This handbook provides an overview of Community Action House’s mission, the purpose of the programs that serve our community, and how volunteers engage with our programs. This handbook also explains volunteering rules, resources, expectations, and relevant organizational policies & procedures.
Revision Policy
The Volunteer Handbook will be revised on at least a yearly basis, with additions made on an as-needed basis. Revisions are made by the Volunteer Coordinator, and additions require the input of others on the Community Action House People & Culture Team, and volunteer site supervisors.
About Community Action House
Welcome to Community Action House!
Community Action House (CAH) is a locally-founded, locally-funded nonprofit with a mission to provide families and individuals with food, clothing, shelter and the opportunity to build necessary skills to achieve a stable and prosperous life.
Founded in 1969, the 501(c)3 nonprofit serves the Ottawa and Allegan County community from a base in Holland, offering several staff-led but volunteer-powered programs, including their Food Club, Community Kitchen, Resource Navigation, Financial Wellness & Homeownership, and Homeless Outreach efforts. As a volunteer with Community Action House, you are contributing to ending poverty in our community and helping families prosper.
Our Purpose
End poverty in our community and help families prosper.
Our Mission
Provide area families and individuals with food, clothing, shelter and the opportunity to build necessary skills to achieve a stable and prosperous life.
Our Culture
Cultivating welcome & excellence. Relying on each other.
Our Values
- We are Radically Welcoming | We cultivate experiences of welcome & belonging for all.
- We are Guest-Centered | We put our guests’ needs & perspectives at the center of our decision-making.
- We Lead with Kindness | We choose compassion over judgment and assume positive intent.
- We are Curiosity-Driven | We are always asking, always exploring, always learning.
- We are Always Improving | There are always better ways, big & small alike - and we’re all empowered to find them.
- We are Collaborative by Design | We seek partnerships & celebrate shared wins because social change is a team sport.
- We demonstrate Contagious Commitment | We are passionate about our mission and attract others to our cause.
- We are One Team | We serve, solve, and celebrate together - because together is the way.
Our Commitment to Diversity, Equity, and Inclusion
Community Action House is committed to creating and maintaining a place in which all individuals have an opportunity to participate and contribute to the success of the organization, and are valued for their skills, experience, and unique perspectives.
Our Commitment to Remove Barriers and Provide Opportunities
Community Action House welcomes persons of all abilities as part of our family of staff, volunteers, and guests. We acknowledge that disability is both visible and hidden. Our goal is not only to be compliant with the Americans with Disabilities Act (ADA); but exceed that by creating a space where all are welcomed and able to flourish as they share their talents. We will work to remove barriers and create access for our employees, volunteers, and our guests we serve. We value our commitment by being a proactive community leader in areas related to diversity, equity, inclusion, and accessibility.
If you are experiencing difficulties in performing your volunteer responsibilities, please contact our Volunteer Coordinator at volunteer@communityactionhouse.org.
About Community Action House (cont.)
Our Programs
Food Club | a membership-based grocery store that provides choice, flexibility, and access to healthy foods along with membership perks and support at the Opportunity Hub.
Opportunity Hub | a dedicated space for a broad range of visiting services to improve the health, financial, and social connections of our guests. We serve as a 'one stop shop' for our programs, such as Cooking Classes in the Demonstration Kitchen, Financial Wellness Programs, and Resource Navigation.
Community Kitchen | provides a place to identify the needs and struggles of our most vulnerable neighbors, while providing them with a free restaurant-quality hot meal, seven days a week.
Financial Wellness | provides courses, services, and counseling at no cost to community members for home buying education, financial capability, and foreclosure intervention.
Street Outreach | exists to find and build relationships with people experiencing unsheltered homelessness to connect them to mainstream resources and move them toward safe, stable housing.
Resale Store | generates proceeds by the sale of donated goods to financially support Community Action House programs.
Logistics | works on Food Rescue efforts in the Holland area by making regular stops at local grocery stores to collect edible food that would have otherwise gone to waste, and bringing it to our Food Club and Community Kitchen to distribute for local hunger relief in our community.
Volunteer Income Tax Assistance (VITA) | active during Tax Season, the VITA Program offers free tax preparation services to low-income families by IRS-certified volunteers, saving families around $300 in tax preparation fees.
Holland Community Garden | a joint project between Community Action House, the Holland Area Master Gardeners, and the Macatawa Resource Center, the Community Garden provides fresh fruits and vegetables to low-income persons and families at risk of nutritional deficiency.
Refresh: Hygiene and Hope | a joint effort between Community Action House and First United Methodist Church of Holland (FUMC), Refresh provides access to showers, mail services, and case management. Its mission is to provide access to services that increase dignity and eliminate barriers to housing stability.
Contact & Role Information
Contact Information
Here at Community Action House, you’ll report to the primary site supervisor of your program on a day-to-day basis. Their contact information is available on the Program page for your site, or on our main website’s Staff Information page.
For general concerns, or if you can’t contact your site supervisor, please contact the general Volunteer Coordinator at: volunteer@communityactionhouse.org | 616-392-2368 ext 154
Role Information
The role information for each volunteer position is available on the Opportunity page for each volunteer position.
Volunteer Resources
Volunteer Information
Volunteer Information (name, contact details, shift history, etc.) is stored in Community Action House’s Volunteer System (Galaxy Digital). Considered confidential information, only CAH employees may have access to this information. A volunteer may freely have access to their own data / profile in our system, and can download that information online on their profile here, or request a copy of that information from the Volunteer Coordinator. View Galaxy Digital’s privacy policy here.
Canceling a Volunteer Shift
If expecting to be absent from a scheduled shift, volunteers should cancel their shift (unregister) online, or inform their staff supervisor or the Volunteer Coordinator as far in advance as possible so that alternative arrangements may be made.
- Log in to your Volunteer account and visit your opportunity responses to either edit your response or unregister from your shift.
- To cancel, find the Select an Action dropdown, and choose ‘Unregister’
- To cancel a Team/Group response: visit the My Teams page to edit your team's response or unregister your team from that opportunity.
If you're not able to use the site to cancel or reschedule, please call us at (616) 392-2368 or email volunteer@communityactionhouse.org.
Dress Code
As representatives of the agency, volunteers, like staff, are responsible for presenting a good image to guests and to the community. Volunteers shall dress appropriately for the conditions and performance of their duties.
Community Action House encourages volunteers to dress appropriately for their volunteer task, in a manner consistent with good hygiene, safety, and using common sense. Volunteers should contact the Volunteer Coordinator with any questions regarding dress and grooming.
Social Media Statement
Volunteers are encouraged to share their experience with friends, family and networks. Community Action House can be found on Facebook, Twitter, LinkedIn, and Instagram - and social media is a great place to share experience. Follow, like & tag Community Action House and share photos & status updates to show the world what it’s like to volunteer at Community Action House.
Links: Facebook | Twitter | LinkedIn | Instagram | Instagram (Resale Store)
Resource Navigation
While serving, volunteers may learn about additional struggles or areas in which a guest needs assistance. We encourage volunteers to inform guests about additional services at CAH the guest may have interest in or benefit from, and then refer the guest to a CAH staff member. Staff is always available for case management and resource navigation, especially for outside resources and in-depth problem-solving.
Guest & Donor Confidentiality
If a volunteer encounters a guest or donor in public and outside of Community Action House, we encourage volunteers to wait for the other party to acknowledge them first. This is in an effort to protect the confidentiality of those seeking services, or donating to the organization.
Some helpful phrases may be, “we work together”, or “we know one another through my volunteer efforts”.
Welcoming non-English Speakers
Volunteers may encounter Community Action House guests who speak a first language that is not English. In an effort to provide a radically welcoming environment - if volunteers experience difficulty communicating with a guest, CAH encourages seeking out a staff member, or someone who speaks their first language, for assistance.
De-Escalation
In the event that a volunteer observes or encounters an interpersonal altercation, aggressive behavior, or someone is upset or agitated (escalated), a volunteer should contact a staff person. Volunteers are not expected to, nor is it appropriate for a volunteer to, attempt to de-escalate the situation. CAH staff are trained on de-escalation tactics.
De-Escalation Tips: While these situations are rare and generally encountered by CAH staff members, we want to offer some tips for volunteers who may not have experience with such challenging / escalated situations.
- Keep your tone and body language neutral: keep your arms open, maintain a neutral face, avoid over-reaction, and appear calm and self-assured, even if you don't feel it.
- Respect their personal space: don't get too close, do not block their exits, etc.
- Listen: listen to what their concerns are, and don't feel like you need to respond or offer solutions.
- Be empathic and non-judgemental: understand and listen with an open mind, and recognize that their feelings and actions are valid & important to them.
- Don't take things personally: remember their words are not a reflection of you, but you might be their outlet for scary, frustrated feelings in that moment.
- Remove yourself from the area, if needed: if the situation is getting worse, or you are having a hard time during the encounter, safely remove yourself from the area.
- Find your site coordinator and discuss the situation: find your site supervisor to discuss the situation, and for additional help processing the encounter.
General Volunteer Policies
Lines of Communication
Volunteers are entitled to all necessary information pertinent to the performance of their work assignments. To facilitate the receipt of this information on a timely basis, volunteers should be included on all monthly newsletters, policy updates, and training & continuing education opportunities. Just as staff, volunteers should plan to monitor their email address on file with Community Action House for pertinent news and updates.
Under the Age of 18
Children under the age of 18 must receive approval from a parent or guardian by signing the Volunteer Waiver. Minors ages 16 and 17 may volunteer independently, with prior approval from the Volunteer Coordinator. Minors between the ages of 10 and 15 must be accompanied by an adult during all volunteer opportunities, with prior approval from the Volunteer Coordinator.
Criminal Records Check
As appropriate for the protection of guests, volunteers in certain assignments may be asked to submit to a criminal background check. Volunteers who do not agree to the background check may be refused assignment. Volunteers who fail the background check will be contacted directly to either find another suitable volunteer placement, or possibly refused assignment. Background checks can be filled out online by volunteers here.
Smoke-Free Workplace
Smoking is not allowed in any of Community Action House’s buildings or work areas at any time. “Smoking” includes the use of any tobacco products (including chewing tobacco), electronic smoking devices, and e-cigarettes.
Inclement Weather Policy
Inclement weather is any severe or harsh weather condition, such as blizzards, flooding, violent storms, etc. The safety of our staff, guests, and volunteers is of utmost importance. CAH will only close due to a weather emergency as determined by the CEO. The Volunteer Coordinator will send out a mass email to volunteers if the inclement weather is predicted to continue to endanger travel and work throughout the remainder of our regular working hours. Please communicate with the Volunteer Coordinator or your site supervisor, if you are expected to be delayed or are unable to come in due to weather.
Reimbursement for Travel
Community Action House does not reimburse mileage expenses to volunteers for the use of their own vehicle to perform volunteer service.
Speaking on Behalf of Community Action House
Community Action House has legal limits as a 501c3 nonprofit regarding lobbying. Volunteers do not hold authority to obligate or speak for the agency. These actions may include, but are not limited to, public statements to the press, coalition or lobbying efforts with other organizations, or any agreements involving contractual or other financial obligations.
Volunteers may share their personal experiences or beliefs, and may act as representatives of the agency as specifically indicated within their job descriptions and only to the extent of such written specifications.
Confidentiality Policy
Community Action House strives to be a welcoming and safe space for those we serve and work with. Respecting the privacy of our guests, donors, staff, and volunteers is a fundamental value of ours.
Volunteers may be exposed to confidential and/or privileged information and proprietary in nature. Confidential information may include client, donor, or volunteer lists and identifying information, financial records, and other proprietary information. Such information must be kept confidential both during and after volunteer service, and should not be disclosed or discussed with anyone outside the organization without permission or authorization from the CEO. Volunteers are expected to return materials containing privileged or confidential information at the time they end their service with CAH.
Care shall also be taken to ensure that unauthorized individuals do not overhear any discussion of confidential information and that documents containing confidential information are not left in the open or inadvertently shared. Community Action House sites have designated staff-only spaces and staff-only computer stations; volunteers are asked to abide by this guidance in order to limit access to confidential and sensitive information.
Unauthorized disclosure of confidential or privileged information is a serious violation of this policy and will subject the volunteer to appropriate discipline.
As appropriate, volunteers in certain roles may be asked to sign a Client Confidentiality & Privacy Policy Agreement (see attached form).
Professional Services
Volunteers should not perform professional services without direct permission from the Volunteer Coordinator.
Volunteers shall not perform professional services for which certification or licensing is required unless currently certified or licensed to do so. A copy of such certificate or license should be maintained by the Volunteer Coordinator.
Absenteeism
Volunteers are expected to perform their duties on a regular scheduled and timely basis. If expecting to be absent from a scheduled duty, volunteers should cancel their shift (unregister) online, or inform their staff supervisor or the Volunteer Coordinator as far in advance as possible so that alternative arrangements may be made.
Three or more consecutive absences without appropriate prior notification will result in a review of the volunteer’s work assignment or term of service.
Resignation
Volunteers may resign from their volunteer service with the agency at any time. It is requested that volunteers who intend to resign provide advance notice of their departure and a reason for their decision to their direct supervisor, or the Volunteer Coordinator.
Workplace Violence, Discrimination & Harassment Prevention
and Complaint Procedure
Community Action House prohibits workplace violence, harassment, and sexual harassment on its sites. Any volunteer violating this policy is subject to discipline up to and including dismissal for the first offense.
Community Action House’s employee Workplace Violence, Discrimination & Harassment Prevention and Complaint Procedure work in tandem with this policy to ensure volunteers work in an environment free from discrimination, violence and harassment..
Definitions
Workplace is any area where tasks are carried out on behalf of an organization. This can be an office, a private residence during times when tasks for an organization are taken on, or a public area during times when staff or volunteers are carrying out activities related to an organization
Discrimination. Any form of intentional or unintentional unequal treatment based on a personal characteristic or status that results in disadvantage, whether imposing extra burdens or denying benefits.
Workplace violence is the exercise of physical force by a person against a worker (volunteer or staff member), an attempt to exercise physical force against a worker, or a statement or behavior that it is reasonable for a worker to interpret as a threat to exercise physical force against the worker, in a workplace, that could cause physical injury to the worker.
Harassment. A course of comments or actions that are known, or ought reasonably to be known, to be unwelcome. It can involve words or actions that are known or should be known to be offensive, embarrassing, humiliating, demeaning or unwelcome.
Sexual Harassment. Generally defined under both state and federal law as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature.
Other sexually oriented conduct, whether intended or not, that is unwelcome and has the effect of creating a work environment that is hostile, offensive, intimidating, or humiliating to workers may also constitute as sexual harassment. While it is not possible to list all those additional circumstances that may constitute sexual harassment, the following are some examples of conduct that, if unwelcome, may constitute sexual harassment depending on the totality of the circumstances, including the severity of the conduct and its pervasiveness:
- Unwanted sexual advances, whether they involve physical touching or not;
- Sexual epithets, jokes, written or oral references to sexual conduct, gossip regarding one’s sex life, comments about an individual’s body, comments about an individual’s sexual activity, deficiencies, or prowess;
- Displaying sexually suggestive objects, pictures, or cartoons;
- Unwelcome leering, whistling, brushing up against the body, sexual gestures, or suggestive or insulting comments;
- Inquiries into one’s sexual experiences; and
- Discussion of one’s sexual activities.
Complaints
Volunteers who lodge good faith complaints may do so without fear of retaliation or reprisal. Alleged retaliation or reprisals are subject to the same complaint procedures and discipline as complaints of discrimination and harassment.
Complaints will be kept as confidential as possible, with disclosure only occurring if deemed necessary to adequately resolve issues. Complaints issued that are found to have been made in bad faith will be subject to disciplinary action, up to and including dismissal.
How to Communicate a Complaint
A volunteer can contact their site supervisor, Volunteer Coordinator, or another appropriate staff member, with a complaint. A complaint does not need to be made in writing. The staff member will acknowledge the complaint with the use of an Incident Report (see attached form) and, if a volunteer is involved, will follow the disciplinary procedure (outlined on the next page).
Volunteer Dismissal Policy & Procedure
Purpose
To ensure that dismissal of volunteers is fair, equitable and reasonable based on this process, and the expectations, responsibilities and consequences of volunteer actions.
Policy Statement
Community Action House has the right to dismiss any volunteer whose actions have not supported the
vision and mission of the organization and/or who has violated Community Action House’s policies,
procedures, boundaries or position responsibilities.
Responsibilities
It is the responsibility of every volunteer coordinator and volunteer supervisor at CAH to ensure volunteers are aware of their expectations and responsibilities, and all possible consequences for failing to meet these
expectations, breaching a boundary, or inappropriate behavior.
It is the responsibility of volunteers to understand their expectations and be aware of the dismissal
policy and process.
Examples of reasons for dismissal (not limited to these):
- Treating a guest disrespectfully
- Spreading false rumors about Community Action House employees, practices, and work
- Repeated attendance issues
- Refusing to follow Community Action House expectations, processes, and procedures
Grounds for immediate dismissal:
- Illegal, violent and/or unsafe acts (may also involve law enforcement) including theft or misuse of property
- Being under the influence of alcohol or drugs while performing volunteer duties
- Any action or behavior that causes harm to clients, staff, or other volunteers
Disciplinary Procedure
Under normal circumstances, CAH attempts to follow the progressive steps outlined in the disciplinary procedure and provide volunteers notice of deficiencies with an opportunity to improve. The organization can, however, take action in any manner they see fit.
All steps will be documented by a CAH staff member either in the Volunteer’s file in the Volunteer System, or by using an Incident Report Form (see attached form).
- Verbal Discussion: If such issues occur, the volunteer will receive a verbal warning from their Site Supervisor or the Volunteer Coordinator. In this discussion, the staff member will recall the incident, hear the volunteer’s perspective, and work together to agree on an improvement plan to ensure instances aren’t repeated. Multiple verbal discussions may take place in an effort to resolve the issue.
- Corrective Action: In appropriate situations, corrective action may be taken (ex. Lack of knowledge or experience with a position). Examples of corrective action include the requirement of additional training, reassignment of a volunteer to a new position, or suspension of the volunteer.
- Written Warning: If such occurrences are repetitive or frequent, another verbal discussion may take place, and the volunteer will be given a warning in person and in writing. The written warning will outline expectations for continuing to serve with Community Action House, and will state that failure to change behavior will result in dismissal.
- Dismissal: After failure to improve behavior, CAH may choose to dismiss the volunteer from their service at CAH. An effort should be made to schedule an appointment to inform the volunteer of the decision to dismiss them in person – present at this meeting will be the Site Supervisor of this volunteer and one other member of senior staff, or the Volunteer Coordinator. This meeting is to inform the volunteer of the dismissal decision, not to discuss or potentially change the decision. The volunteer will be supplied with a Dismissal Letter, signed by the Site Supervisor and the Volunteer Coordinator, and may include the COO.
- If the volunteer does not agree to a meeting, fails to show, or dismissal requires action sooner than a meeting allows, then dismissal may be made via phone or email communication.
Attachments
Incident Report Form
Waiver Form
Client Confidentiality & Privacy Policy Agreement
