The Way Ministry Handbook

HOST/WELCOMING ROLE

The aim of the welcomers/hosts is to make sure the guests are comfortable. This will include making hot drinks, serving food, making sure the washing up is done and the dining area left tidy by the end of the evening. The guests will be registered by the Team Leader, women will sleep in a separate room upstairs.

Setup

· Sign in the volunteer sign-in book and put on a name badge.

· Fill the urn using cold water and a large jug and then turn on. 

· Make sure there are mugs, tea, coffee, hot chocolate, sugar and milk on the table near the urn.

· Set up enough tables and chairs.

· Set up table for dinner with knives, forks, spoons for soup/dessert. Put out biscuits, squash or water jugs and glasses

· Get out plates and appropriate serving utensils.

· Set out board games, books, magazines etc…

· Make sure there is toilet paper and soap in the guest toilets and nothing obvious has been left in the toilet (alcohol, drugs etc…) through the evening

· The designated smoking area is by the fire exit on the ground floor. Guests to must be accompanied outside when smoking.

Opening time

· As guests arrive offer a hot drink, after they have been registered or signed in.

· Help to find bed/bedding for any new guests. 

· Chat with/ play games / help the guests until dinner is ready.

· Serve dinner and dessert.

· Ensure there is one volunteer outside with the smokers at all times.

Dinner clear up & closing

· Clean the tables, the serving tables and sink area.

· Load dishwasher/wash up

· Wash up anything that doesn’t fit in the dishwasher, dry and put away.

Ensure you attend the debriefing with the Team Leader at end of shift.

COOKS 

There will usually be 2 cooks to provide a 2 or 3 course meal to the guests including a vegetarian option (check with check in team).

Ensure you use the food we have efficiently. The team leader will direct you to what to cook. Use food that has been left out specifically.

Ensure you are well presented, that your clothes are clean, your hair is tied up and your hands are washed in the hand washing sink in the kitchen. Wear an apron when handling food. Clean your hands or change your gloves between different tasks, especially between touching raw meat or vegetables and ready prepared food and if you touch the bin. This will ensure that you do not contaminate any food with bacteria.

Setup

· Sign in.

· Complete the Health Questionnaire - ask the Team Leader if not sure where to find.

· Read Safer Food Better Business folder information on food safety.

• Check fridge/freezer temperatures and      record them.
• Find out how many guests there are to      ensure enough food is prepared.
• If anything runs out or gets low please let      the team leader know before you leave.

Cooking

· Record food temperatures in the folder, make sure food has reached temperatures shown on the wall chart using the food probe (ask Team Leader if not sure).

· Clean the probe each time it is used to avoid cross contamination.

Clear up

· Switch off the cooker at the wall or ask the Team Leader.

· Anything opened and put into the fridge must have a date label on with the date opened.

· If anything made can be frozen then clearly label what it is and the date it is frozen.

· Make sure all washing up is done, dishwasher put on, the cooker is clean, tiles are wiped down and the floor is clean.

· Clean surfaces with a clean cloth and then spray with anti bac spray and another clean cloth.

· The bins should be emptied as necessary. Make sure the bin liner from the recycling bin does not go into the outside recycling bin. 

· Dirty t-towels and aprons should be put into the laundry.

· Sign out before you leave.

Report any concerns or comments to the team leader before you leave.

OVERNIGHT SHIFT 10PM TO 7.15AM

The 2/3  overnight staff must ensure that all guests are safe and abiding by the rules during the night. The office must be kept locked at all times. Volunteers may sleep in turns and must be woken if there is any incident in the night.

· Sign in on the volunteer sign-in sheet and put on a name badge.

· First have a hand over with the evening team leader. Read the incident book, look over the guest forms with the photos attached to make sure you know which guests are in the building and what they look like. 

· Mak sure you have the keys and the Mobile.

· Make sure you know who the emergency contact person is for the shift. The names and phone numbers of the person on call are inside the handover book.

· Ensure all guest are in-doors by 11.15pm.

· Do not open the door and no-one new to be admitted.

· Turn off all lights upstairs at 11:30pm.

· Check on guests periodically through the night, at least once per hour.

· One volunteer needs to be awake always, you may sleep in turns.

· 2 volunteers must remain on the premises at all times.

· No volunteer cigarette breaks to be taken during the night shift.

· Be mindful of noise you make so as not to disturb anyone sleeping.

· Hand over with the breakfast team before leaving, any issues during the night, anything/anyone to be aware of. Go over the incident book with the breakfast team.

· Note any incidents in the handover book.

· Please do not leave until the breakfast team has arrived and the hand over has been completed.

· If you can fill and turn on the urn at 7am - would be a bonus for the breakfast team. 

· Sign out on the volunteer signing in and out sheet.

· Hand over the keys to the breakfast team.

Quiet time is 11.30am to 7.30am guest are not permitted out to smoke during the night. Last cigarette is 10.45am to 11pm. 

Guest must be supervised if they want anything from their bags and are not allowed to take their bag in the night.

Anyone wanting to go outside must be given their bags back, signed out and not re-admitted. Any incidents must be put in the incident/hand over book.

BREAKFAST SHIFT

The Breakfast shift will get breakfast ready, clear away after breakfast, make sure the building is tidy, return guests bags, sign out guests and complete health and safety check. 

● On arrival make sure that there is a hand over with the overnight staff in the office. 

● Take the Mobile and the Keys from the night team and take responsibility for them, ensuring that the office is locked at all times.

● Make sure you know who is in the building.

● Sign in and out on the volunteer signing in and out sheet.

● Make sure that you put on a volunteer lanyard or a name badge.

Breakfast

· Check urn is on and full.

· Make sure there are clean cups, tea, coffee, milk and sugar.

· Put cereals, bowls, small plates, spoons, milk, sugar, jams and butter onto the table.

· Put out toaster and bread.

· Wake guests at 8am

Wake any who are are still sleeping by 8.15am

All guests must be signed out and off site by 8.45/9am the latest

One person oversees the signing out and returning of the guests bags

Breakfast Clear up

· Clean the tables, serving and sink areas.

· Wash up

Bedrooms 

· Check that rooms are tidy/ask guests to tidy/make their beds.

· Sweep floors, hoover and spot mop any spillages.

· Check the toilet/showers are clean, flushed and nothing left in them.

Guests leaving

· Retrieve guest bags using the Guest Register.

· Guests must sign out on the Guest Register. 

· Check that all bags have been taken.

· Name and date any bag left and add a note in the handover book for the next shift.

Make sure that the front door is closed after the last guest has left so that no one can re enter the building while you are cleaning up.

Closing up

· Put Mobile in the office.

· Put the Guest Register and the tonight’s Guest file in the office and ensure that the office is locked.

· Complete the closing health and safety checks. Note any incidents in the handover book before leaving. 

· Lock door and put key in key safe outside.

TEAM LEADER/DEPUTY TEAM LEADER

Responsibilities and Duties

● Unlocking, managing and overseeing the running of each evening’s session

● Complete health and safety check - can be delegated to deputy/host

● Ensure all volunteers have signed in and are wearing volunteer lanyards/name badges

● Ensure kitchen checks are done – can be delegated to deputy/host

● Ensure you carry the mobile with you all evening in case of calls

● Responsible for evacuation in the event of a fire

● Follow all policies and procedures; help others to do the same

● Have knowledge of Safeguarding Vulnerable Adults

● Make sure you know who the emergency contact person is for the shift. The names and phone numbers of the person on call are inside the handover book

Guest Management

Each night:

●  Sign in guest, issue ticket for bags – can be delegated to a deputy/host

●  Bags to be put in the office with name tag – can be delegated to deputy/host

●  Record any incidents in incident book

●  Make sure everyone is signed in and out

New Guests:

●  Register and risk assess each guest

●  Go over guidelines with each guest

●  Explain fire procedure to each guest

●  Take guest photo make sure they hold a sign with their name when taken, for easy identification later

●  Assess all new clients in a non-judgemental manner whilst ensuring that the criteria set out by the The Way Ministry are adhered to

Hand over to night team

At the end of the shift make sure a hand over in done with the night team

· Make sure the night team know who is in the building

· Make sure the night team are aware of any incidents

· Hand over mobile phone to night team.

· Make sure the night team know where the paperwork is safely stored 

· Remind the night team that they must do the same hand over to the Breakfast team

· Hand over the keys

· Hand over the mobile

Report and record accidents, incidents and near misses, report these to the management committee  at thewayministryreading@outlook.com.

Make sure that any guest incidents are recorded clearly on the guests form.

Standards to be maintained include:

●  Fire Safety

●  Health and Safety

●  Equal Opportunities Policy

●  Confidentiality Policy

●  GDPR Policy

●  Drug and Alcohol Policy

●  Food Safety

●  Safeguarding and the Protection of Vulnerable Adults

Record Keeping:

●  Recording and securing all paper documentation according to the Data Protection and Confidentiality policy

●  Ensuring that all records are completed accurately