THE WAY MINISTRY READING

NIGHT SHELTER FOR PEOPLE EXPERIENCING HOMELESSNSS

VOLUNTEER HANDBOOK 

Contents 

1. Welcome and introduction 

2. Volunteer roles 

3. Personal Boundaries 

4. Confidentiality 

5. Getting to know people 

6. Dealing with conflict 

7. Personal Behaviour 

8. Reporting and reviewing incidents 

9. Fire and evacuation procedure 

10. Volunteer wellbeing and support 

11. Key Contacts 

SEPARATE POLICIES TO GO WITH HANDBOOK (see Policies page)

· TWM Code of Conduct for Volunteers 

· TWM Safeguarding Policy 

· TWM Equal Opportunities Policy

• TWM      Volunteering Policy
• TWM      Food Safety Policy
• TWM      Alcohol Policy
• TWM      Health and Safety Policy

· TWM Confidentiality and Boundaries Policy 

• TWM      Privacy Policy for Service Users
• TWM      Prevention of Violence Policy

The Way Ministry Reading (TWM) was formed in 2012 by Grace and Joe Gomez. The community group was set up to support, encourage and feed people who were homeless and experiencing financial hardship. We are a Christian Chariry, by that we mean that we love and welcome everyone regardless of who they are. We believe in treating everyone with love, respect and compassion and expect our volunteers to do the same.

Our aims 

● The aims of TWM are prevention or relief of poverty or financial hardship of people in Reading. 

● To help those who are in need due to social or economic reasons regardless of their religion or belief. 

● To provide warmth, food and other essential items. 

● To offer temporary short to mid-term and overnight accommodation. 

● To assist individuals to access other long-term services designed to help them become self-sufficient. 

● To promote social inclusion for the public benefit by preventing people in Reading from becoming socially excluded. 

● To relieve the needs of those people who are socially excluded and assisting them to integrate into society. 

● To show the love of God through our actions in loving others.

Our services 

Hot Sunday meal and Community Fridge

Free drinks and a hot meal to anyone in need. We offer free fresh, dry and canned goods for anyone in need without the need for referral on a Sunday.

The Management Committee are: 

· Grace Gomez - Chairperson 

· Kellie Relf – Secretary

· Julie Richmond – Treasurer

· Joe Gomez

· Steve Lane

· Ellie Robinson

· Alan Robinson

· Andrea Medford Edwards

· John Edwards

· Charlie Hunt

In order to run the night shelter we have the following volunteer roles: 

Team Leader 

The team leaders will be responsible for the following: 

· Opening the building

· Registering new guests 

· Health and safety checks 

· Team briefing and debriefing at each session

· Supervise team 

· Hand over to night shift 

· Record and report incidents 

· Overseeing smooth running of the evening 

· Delegating tasks to other team members

· Health and safety of volunteers and guests

Welcomers

· Setting up hot drinks table

· Setting tables and chairs and laying tables for dinner 

· Welcome and sign in guests

· Talking, listening, sign posting if necessary 

· Serving dinner, cleaning up after dinner

· Ensure every guest has a bed and bedding

Cooks 

· Cook and serve dinner 

· Health and safety kitchen check 

· Clean up kitchen after dinner 

Night team 

· Liaise with team leader for hand over 

· Be alert and ready to act on incidents in accordance with procedures 

· Hand over to morning shift 

· Report and record incidents in hand over book

Breakfast team

· Check current guest folder

· Prepare and serve breakfast

· Sign guests out and return their bags

· Complete morning report and health and safety check 

· Clean up after breakfast

· Ensure all heaters, urns, electrical appliances are turned off

3 Personal Boundaries 

What are boundaries and why do we need personal boundaries in volunteer roles? 

Boundaries set the parameters of what is and is not acceptable behaviour by staff, volunteers and guests at the night shelter. Boundaries help to protect and inform everyone by clarifying what types of behaviour will or will not be tolerated to ensure the safety of all.

Boundaries give our volunteers confidence to know how to react to different situations. Clear boundaries help to develop trusting relationships with guests who will know what to expect from volunteers. Boundaries are set to ensure consistent volunteer behaviour.

Boundaries should clarify for volunteers and guests the difference between befriending someone in order to offer support and being their friend in a social sense. 

Understanding Boundaries: 

Don’t socialise with the guests outside of volunteer time. 

Socialising with guests blurs the private and professional roles. It may make maintaining confidentiality difficult. Other workers/volunteers may be resentful or suspect favouritism. In the case of guest, socialising or sexual contact is never acceptable. It can lead to all sorts of problems, including breakdown of professional boundaries and also carries with it the risk of allegations being made against you by the service user and can also put you at risk of exploitation. 

Exceptions – Socialising with volunteers, staff and service users during volunteering time is fine, provided it is clear that this is part of your working role. 

Don’t: Give/receive personal gifts to/from guests or staff. 

Giving/receiving gifts may give the impression of favouritism. Receiving gifts from guest may also imply favouritism and may raise the guests expectations of the level of support you can provide. Exceptions – It may be appropriate to give/receive a small gift to/from the whole team in recognition of a particular event or piece of work. 

Don’t: Lend to or borrow from service users, especially money. 

Pressure for the return of a borrowed item or money could strain the relationship and affect the work of the organisation. 

Don’t: Buy anything from/sell anything to guests. 

Items you buy/sell could be stolen or illegal e.g. duty free tobacco. It is immoral to make money out of people you work with, especially if they are on low income. 

4 Confidentiality 

Confidential information is that which is regarded as ‘personal’ and is not meant for public or general knowledge. It is the duty of volunteers not to reveal confidential information on any matter which becomes known via their involvement with the organisation. This includes information which may be traced back to an individual by identifying them or anyone else involved with them. 

‘Personal Information’ includes my status, photo, name, address, sexual orientation, personal lifestyle and relationship and financial situation. 

It should be accepted that it may be necessary to over-ride the confidentiality policy in the event of legal proceedings, adult or child abuse or where a third party may be at risk of serious and immediate harm. 

Volunteers have a considerable amount of contact with guests and so will be aware of confidential information. These guidelines are not exclusive, but provide a checklist of some of the situations where confidentiality could be put at risk. 

Any breach of confidentiality will be dealt with under the disciplinary procedure. It is important for volunteers, where possible, to be clear about their limits with guests, so that they are not placed in a position where they are hearing information they would prefer not to hear, or feel that they are not able to keep within the boundaries of confidentiality. Information about another person, even if presented in a way to protect the individual’s confidentiality, can be both misinterpreted and identifiable. 

Informal chatting with colleagues from other agencies or organisations, close friends or partners can lead to confidentiality being broken, due to the fact that the guests may be common to both parties and both parties are bound by confidentiality or information may be shared further that could put individuals at risk. If a volunteer is struggling with either of the above, they must seek the support of the team leader immediately. 

All notes should be destroyed on completion of duties or brought into the office for shredding. 

If you meet a guest in the street, you may break their confidence by acknowledging them. Let that person make the decision to recognise you or not. 

Volunteers should never become involved in conversations with guests about other guests. 

Volunteers must not engage in conversations with the media in regard to information relating to TWM without the consent from management committee.

Images must not be shared on social media without consent from management, and images must never be shared of guests. 

You must be very careful about personal information you disclose about yourself. You may open up yourself or others to robbery, harassment or violence if you upset someone. 

5 Getting to know people 

Introduce yourself, using your name, be yourself – and be natural. 

There are a few subjects that are seen as personal views such as religion and faith and people's personal views. Don’t get into a conversation with people and try to give your viewpoint as this can lead to arguments.

Take care not to push the guests on subjects they do not want to discuss. Be sensitive about the things you ask and the way you ask them. 

If they want to tell you about their past, listen. Do not pry or push them to reveal details about their past as it may contain many hurts and bad memories. If you hit a “raw nerve”, gently change the subject and move on to other discussion points. 

In the unlikely event that they do begin to discuss crimes or illegal activities, remind them that you have a duty to inform your Team Leader of any criminal activities that you are made aware of, so choose wisely what they want to say, always speak to your Team Leader who will deal with the matter. 

6 Dealing with conflict & Personal Safety 

Dealing with Conflict: 

Set out below is advice that will help to prevent the likelihood of violence occurring: 

Avoid Risk 

● Avoid confrontation, do not get involved or try to separate people who are arguing. 

● Never interview a person alone if they have a history of violent or aggressive behaviour. 

● Trust your intuition. If you feel scared or uneasy, call the Team Leader and if needed call 999. 

● Always fill the incident form of any issues that have happened on shift and make the team leaders aware.

Personal awareness 

● Be prepared. Do you know who to contact and what to do if a difficult situation arises? Make sure you know who the Team Leader is and the emergency contact for your shift. 

● Be observant. Notice everything around you – exit doors, telephones, windows, sources of help. This will make you more aware of your surroundings and help you escape if you need to. 

● Never stay in a situation where you think you may be at risk. 

● Make sure you are not alone with a guest at any time

● Be aware of personal space – yours and others. Encroaching on other people’s personal space can make them aggressive. If other people are too close to you and making you uncomfortable, ask for more space or move away. 

Lone working and personal safety: 

Volunteers are expected to: 

● Take reasonable care of their own safety and that of others. 

● Comply with any personal health and safety procedures detailed by TWM.

● Raise any concerns with their Team Leader immediately. 

● Report any accidents, incidents, injuries or ‘near misses’ in the Accident/Incident book.

● Report any safety practices that need to be improved or risks not otherwise identified. 

● Take care when leaving or entering empty buildings, especially at night. Go out in pairs if necessary.

● Ensuring that equipment such as laptops or mobile phones are carried discreetly. 

● Ensure you have an appropriate means of communication. 

● Consider the safety of others and protect yourself before protecting the property of the church and TWM. 

For extreme situations, a “trigger phrase” will be established for use when calling in to the office. This would alert the office without alarming the antagonist. It is essential that all volunteers and staff are familiar with this phrase. (To be agreed)

7 Professional Behaviour 

Challenge volunteers if you feel they are being discriminatory or challenging to other volunteers. 

Respect other workers and volunteers and ensure that the team is acting consistently. 

Do not work under the influence of alcohol or non-prescribed drugs. Strong prescribed drugs can also be dangerous and impair judgement. In these situations, emotions and ability to cope with challenging situations will be affected. The organisation’s insurance is invalid if staff and volunteers are intoxicated. 

Do not condone or participate in behaviour exhibited by volunteers which is either illegal, unwise from a safety point of view, or which is discriminating or oppressive to others. 

If you are concerned about another volunteer’s professional behaviour speak to the Team Leader immediately. 

8 Reporting and reviewing incidents 

It is important that all incidents of violence or threatened violence towards volunteers are reported and monitored so that appropriate action is taken. These reports will be monitored by the management committee alongside accident information. Any appropriate recommendations for changes to working practices will be made. 

Reporting Procedure 

1. Any volunteer or member of staff who suffers any incident of (actual or threatened) aggression or violence whilst volunteering should ensure that it is reported immediately to the Team Leader (and the police). 

2. The Team Leader of the individual should make a preliminary investigation of the circumstances, ensure that the management committee is informed. 

3. Copies of all reports should be forwarded to the management committee and recorded in the Accident/Incident book. 

4. If any serious assault has taken place, the incident should then be investigated further by the management committee.

5. A report should be made to the management committee. Any recommendations should be shared with the immediate people affected, to ensure improved practice within TWM. 

Whilst all incidents need to be reported (and entered in the Accident/Incident book) and treated seriously, a distinction needs to be drawn between serious incidents, which may give rise to a legal action, and less serious incidents, which may only need to be monitored. 

Review of Incidents 

Violent behaviour (actual or threatened) towards TWM volunteers is unacceptable. Team leaders should review each incident and where appropriate make recommendations to the management committee as to the action which should be taken to minimise the risk of subsequent incidents. A debriefing for all members of staff should take place. Recommendations might include: 

● Criminal proceedings or some form of civil action being taken 

● An increase in the level of supervision. 

● Amendments to the Personal Safety Policy. 

● Training being provided for the staff/volunteers affected by the incident. 

● Alterations to the working environment. 

9 Fire and evacuation procedure 

The following actions will be taken upon the fire alarm being sounded/raised: 

● THE TEAM LEADER will take charge and lead in the fire evacuation. 

● Dial 999 and request attendance by the Fire Service. Staff members gives their name, name of building, building address: All Nations Christian Centre, 1 Berkeley Avenue, Reading RG1 6JE, contact number and details of fire. 

● THE TEAM LEADER or NIGHT STAFF to pick up visitors signing in book. 

● VOLUNTEERS will commence evacuation of the building – ensuring this is done in a calm and orderly manner, providing assistance to those needing additional help in evacuating. 

● Team Leader to sweep building to ensure all areas are clear (including back areas) if safe to do so and ensure all doors are closed on the way out. 

● To ensure nobody re-enters the building until confirmed safe to do so by the Fire Service. 

● Meet at assembly point and check all contractors and staff members are accounted for. 

● THE TEAM LEADER to liaise with Fire Service upon their arrival. 

● The escape routes from the building are: DOOR BETWEEN LADIES TOILET AND CLEANING CUPBOARD, DOOR BY DISABLED TOILET, IN THE KITCHEN AND FRONT DOOR. 

Fire assembly point 

The assembly point is: 

10 Volunteer wellbeing and support 

Our commitments 

We recognise volunteers as an integral part of TWM. Their contribution supports our mission and strategic aims. We aim to encourage and support volunteer involvement to ensure that volunteering benefits the organisation, its guests and the volunteers themselves. 

Support and supervision 

Volunteers will be offered support and supervision as appropriate, and this is discussed during induction. Arrangements vary according to the volunteer and the role undertaken, and may include telephone support, group meetings or one to one review. 

Recognition 

Volunteers will be given the opportunity, where relevant, to share their views and opinions with the management committee. Formal recognition of the contribution of volunteers is expressed through annual reports, website articles, social media, and during Volunteers’ Week award celebrations. 

Parking 

There is room for cars on site in the church car park. There is also free 2 hour parking in nearby streets until 8pm. The safety of our volunteers is of the utmost importance to us and if you need to pay for parking due to times of the shift you are completing and to ensure your safety, this can be claimed back via the TWM.

11 Key Contacts 

Chairperson: Grace Gomez thewayministryreading@outlook.com - -07410 622399

Rota Manager: Steve Lane christmasnightshelter@gmail.com, 

● Responsible for ensuring all shifts are covered 

● Support with online shifts e.g. issues with signing up for a shift 

● Absence reporting

Volunteer Coordinator: 

● Completes the induction process 

● Supports volunteers and can be contacted for any problems encountered 

● Offers technical support with the online rota e.g. password resets