How to recruit and co-ordinate volunteers Handbook for staff

Handbook for staff
How to recruit
and co-ordinate
volunteers
Last reviewed: January 2012
MIS10-202-GD
How to recruit and co-ordinate volunteers
Contents
Page
Introduction
3
Attraction, recruitment, selection and induction
4
Training
6
Health and Safety and Risk assessment
7
Expenses and insurance
8
Support and supervision
8
Recognition
9
Withdrawing from a volunteering role
9
References
9
Record-keeping
10
Relationships with others
10
Appendices
Appendix 1
11
Appendix 2
13
Appendix 3
14
Appendix 4
15
Appendix 5
19
Appendix 6
19
Appendix 7
20
Appendix 8
22
Appendix 9
24
Appendix 10
25
Appendix 11
27
Appendix 12
29
Appendix 13
29
Appendix 14
29
Appendix 15
30
Appendix 16
31
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How to recruit and co-ordinate volunteers
Introduction
service improvement activities where
they are asked for their thoughts, feelings
and views rather to perform specific
duties. In contrast, the term ‘managed
volunteer’ would be used to describe
volunteers involved in activities that are
supervised and defined by a Volunteer
Services Manager, Volunteering Coordinator or NHS employee responsible
for volunteering within a specific NHS
service. These activities will often have
a task description and the output will be
more tangible. Finally another important
distinction to be aware of is the difference
between ‘direct’ and ‘indirect’ volunteers.
‘Direct’ volunteers are recruited and
managed entirely by NHS Ayrshire &
Arran; while ‘indirect’ volunteers provide
services on our premises but they
are recruited and managed through
third party suppliers. The information
contained in this handbook can be
applied to all volunteers however to
respect the independence of third party
suppliers there may be some variance in
their approaches.
The purpose of this handbook is to
support healthcare staff looking to
recruit and co-ordinate volunteers in NHS
Ayrshire & Arran. Its aim is to provide all
the basic procedural information you will
need about recruitment, support and
retention of volunteers; and to signpost
you to further resources that will enable
you to plan, develop and carry out
volunteering activities in the most safe
and effective way possible.
Why should you read the
handbook?
Reading the information in this handbook
will give you an understanding of both
your personal responsibilities and those
of NHS Ayrshire & Arran. It is also a useful
resource as it contains all the forms you
need. By reading this handbook and
applying the principles in it, you can be
confident that your approach towards
volunteering is in line with organisational
policies and procedures.
Importance of
volunteering
Background to
volunteering
Volunteering has numerous benefits for
both the individuals involved and for the
organisation.
A wide range of voluntary agencies
and special interest groups are active
within NHS Ayrshire & Arran. They
provide a valuable reservoir of goodwill,
knowledge, expertise and information
to service users within the hospital or
community setting. This established
volunteering culture includes both
‘managed’ and ‘non-managed’ volunteers.
The term ‘non-managed volunteer’
describes people who volunteer
to take part in public involvement,
community engagement or health
Individuals may benefit from:
• a social sense of belonging to a group;
• an emotional/altruistic feeling of
helping others;
• increased self-esteem;
• building relevant experience that could
be used in applying for job vacancies
3
How to recruit and co-ordinate volunteers
NHS Ayrshire & Arran may benefit from:
approval or guidance and the Task
Description Template (Appendix 2) to
help formulate your ideas about the
purpose of the volunteer role. Please
get agreement from your line manger
or the appropriate budget-holder
before commencing with any attraction
strategies.
• additional support in caring for
patients, users of services and carers;
• ensuring that decisions and strategies
are patient-centered by seeking the
opinions of lay member volunteers and
building stronger community relations
through partnership working.
Here are some helpful tips and
suggestions for attracting volunteers:
It is also important that we ensure we
take the correct approach to the rights,
responsibilities and management of
volunteers; in addition, national drivers
also highlight the important of volunteer
development. For example, Volunteer
Development Scotland (VDS) manage
the Investors in Volunteers Standard,
which is the UK quality standard for all
organisations which involve volunteers in
their work
(www.iiv.investinginvolunteers.org.uk).
In line with the Refreshed Strategy for
Volunteering in NHS Scotland (CEL 10,
2008) all NHS Boards should be working
in partnership with VDS to achieve
this aim by 31March 2011. Here in NHS
Ayrshire & Arran we are currently working
towards achieving and maintaining this
award.
• Ask for assistance from the
Communications department to
ensure posters, leaflets and so on
are in a plain language and accessible
design.
• Attempt as far as reasonably possible
to attract volunteers from seldom
heard groups. Those traditionally
thought of as “seldom heard” can
include people who are young,
minority, disabled, low-income or nonenglish speaking.
• Advertise in line with our Equality and
Diversity policies and ensure that any
literature is available in other formats,
on request.
• In line with the Refreshed Strategy for
Volunteering in NHS Scotland (CEL 10,
2008) all NHS Boards were required
to achieve this standard by 31 March
2011. NHS Ayrshire & Arran achieved
this award in October 2010 and since
then have been continuing to maintain
and further develop our standards.
Attraction, recruitment,
selection and induction
Attraction
Planning for volunteer involvement
Before starting to recruit volunteers it is
essential to think about how to involve
and support volunteers so that they
are able to offer valued and worthwhile
services. You can use the Volunteer
Request Form (Appendix 1) to put the
idea forward for line management
Recruitment
Application process
To ensure consistency each potential
volunteer should fill out the standardised
Volunteer Application Form (Appendix 3).
As the individual who has responsibility
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How to recruit and co-ordinate volunteers
for volunteer co-ordination it is your
responsibility to store this form in
a secure and confidential manner
in line with current data protection
requirements. Confidential information
should always be stored in password
protected files or locked away in a filing
cabinet.
As with all information this should be
kept in a secure and confidential manner.
All volunteer recruitment processes are
broadly aligned to NHS Ayrshire & Arran’s
Organisational and Human Resource
Development policies, which can be
found on the department’s AthenA site.
Here are some useful tips for conducting
successful volunteer interviews:
To ensure all our volunteering
opportunities are open to all, NHS
Ayrshire & Arran operates an equal
opportunities policy and complies
with all equalities legislation to
ensure everyone is treated fairly and
appropriately.
• Ensure that the applicant has all
necessary information prior to
attending the interview (for example,
task description, map/directions,
contact names, suitable access routes).
• Build rapport with the applicant to put
them at ease and explain the format of
the interview and the objective of the
meeting.
Selection
Ideally you should acknowledge all
volunteer applications by letter within
10 days of receipt to advise on the
next stages of the selection process.
AthenA holds examples of reasons
applications have been unsuccessful
and also template letters for scheduling
interviews. To ensure consistency in
the volunteer recruitment process it is
advisable on some occasions to use the
standardised HR forms that are typically
used for staff employment.
• Base your selection criteria (interview
questions) on the task description to
ensure you are focusing on what is
important for this particular volunteer
role.
• Above all, please remember that
volunteer applicants may have
differing backgrounds, abilities and
understanding to your own, therefore
their individual requirements should
be met as much as practicably possible.
(http://athena/ohrd/EmpServ/Pages/
Recruitment.aspx” http://athena/ohrd/
EmpServ/Pages/Recruitment.aspx).
• Discuss the individual’s motivations
and goals for volunteering as this will
help to tailor the volunteer experience
to the persons needs or desires.
Interviews
Depending on your volunteer
requirement you could undertake either a
formal or informal interview. An interview
must be carried out for any ‘managed’
volunteer roles. This is the minimum
requirement. Please ensure you record
interview notes and keep a record of the
outcomes for a minimum of 12 months.
• Let applicants know what will happen
next.
For applicants who are not suitable for
your particular volunteer position:
• Inform the applicants of the outcome
of the selection process by letter within
seven days of the interview, advising
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How to recruit and co-ordinate volunteers
that further feedback is available on
the applicant’s request.
relationship really starts. Please ensure
you take the time to induct volunteers to
ensure their experience and yours are as
productive and safe as possible.
• We have committed to making
reasonable efforts to find suitable
placements for all volunteers; therefore
please highlight other opportunities
that may be open to the individual
within NHS Ayrshire & Arran or provide
details of their local Volunteer Centre.
Here are some helpful hints and tips:
• Ensure that the volunteer knows who
they have to report to and that they
get a warm welcome when they arrive.
• Have a plan for how you are going
to spend time with the volunteer
to allow them to get the most
from their induction (for example,
orientation, staff introductions, general
housekeeping and so on)
For applicants who are successful, it
is essential that all of the following
documentation has been collected
before the volunteer carries out any
volunteer tasks:
• All volunteering roles that have
significant patient contact must
be Disclosure Scotland/Protecting
Vulnerable Groups (PVG) checked. Use
the appropriate Disclosure Scotland
PVG check (Appendix 4) if this has been
deemed necessary.
• Provide volunteers with a copy of the
Volunteer Handbook.
• Provide relevant literature they may
need for their specific volunteer tasks
(for example, organization charts,
mission statements).
• Go through the Induction checklist
(Appendix 10) for all new volunteer
roles to evaluate which areas have
been covered and identify where
volunteers may need additional
support.
• Identification checks in line with
organisational policy (Appendix 5).
• Signed Confidentiality Agreement and
Emergency Contacts (Appendix 6).
• Volunteer Occupational Health
Declaration (Appendix 7).
• Use the Task Description/ Volunteer
Agreement (Appendix 2) to enable the
volunteer to raise any other topics they
wish to discuss.
• ID Badges form (Appendix 8).
• Two references (Appendix 9).
• Viewed the task description (Appendix 2)
• If applicable and the volunteer group
are using Terms of Reference (Appendix
11), discuss this with the volunteers in
case they need further clarification.
• Volunteer Agreement (Appendix 3).
• Volunteer Induction sign-off
sheet (available on AthenA under
Volunteering pages – useful documents)
Training
Induction
Volunteer training
Following recruitment, the induction
process is vital to the over-all volunteer
experience. This is where the volunteer
All new volunteers must receive required
mandatory training within six months of
joining NHS Ayrshire & Arran.
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How to recruit and co-ordinate volunteers
Staff training for
volunteer co-ordinators
Mandatory training includes:
• Health and safety
• Violence and aggression
NHS Ayrshire & Arran recognise that, in
order for to you co-ordinate volunteer
activities as effectively as possible, some
degree of staff training is necessary.
• Data protection
• Customer care standards
• Moving and handling
If you wish to undertake specific external
volunteer training please speak to your
line manager about funding and so on.
• Security
• Hand hygiene training for those in
contact with patients.
Health and safety and Risk
assessment
Mandatory training is not optional and
if potential volunteers refuse the offer of
training they will be unable to undertake
volunteering duties.
NHS Ayrshire & Arran is committed to
ensuring the health, safety and welfare
of volunteers and those affected by
volunteers’ activities. We have a legal and
moral duty to ensure an environment and
working practices which are free from
danger, as far as reasonably practicable.
As volunteer tasks can vary significantly
it is essential for you to recognise that
in addition to mandatory training your
volunteers may need more task-specific
training at the time of local induction.
It is also important to recognise that,
depending on the nature of the
volunteers’ involvement, they may need
ongoing or updated training to meet
new needs as they arise. Any training
that is offered must be relevant to the
volunteers duties or tasks.
As volunteers carry out such a diverse
range of tasks it is essential that there
is monitoring in place to ensure these
activities do not pose any harm to any of
the parties involved in the volunteering
experience. In order to assess these risks
each volunteer co-ordinator will conduct
and store a brief Risk assessment of the
volunteer activity (Appendix 13).
Although some training is classroombased NHS Ayrshire & Arran have
designed a Volunteer Induction DVD that
provides awareness sessions on each of
the mandatory training areas. Copies of
the DVD can be obtained by contacting
the Patient and Community Relations
team.
Occupational Health (Appendix 8) will
answer any queries about immunisation
programmes or other necessary
vaccinations in line with the volunteering
activity. Volunteers have the right to
request a copy of the Risk assessment
carried out for their specific volunteering
activities.
NHS Ayrshire & Arran is committed to
covering all reasonable costs related
to training that has a direct impact on
volunteers’ abilities to carry out their
duties.
As well as volunteers’ initial mandatory
health and safety training, you should
encourage them to attend any updated
training courses or be briefed on any
change in policy that is relevant to their
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How to recruit and co-ordinate volunteers
volunteering duties.
volunteer NHS duties.
As part of the health and safety training
volunteers will be given an overview
of our risk reporting system and must
know how to inform you of any incidents
or near misses. Please also encourage
your volunteers to inform you if they feel
unsafe about anything they are being
asked to do. It is your responsibility to
report any such events.
Insurance
Copies of car insurance documents
should be stored securely by you in line
with data protection requirements.
You should inform volunteers that they
are only covered by public liability
insurance when they are performing
tasks on behalf of NHS Ayrshire & Arran,
in line with their volunteer agreement.
Volunteers should not act outside their
authorised work area or they risk not
being covered in the event of an accident.
Expenses and insurance
Expenses
NHS Ayrshire & Arran has a specific policy
for Volunteering Expenses (Appendix 14).
Some key points include:
Support and supervision
Volunteers make significant contributions
to the successful running of NHS Ayrshire
& Arran and as such should be offered
similar access to support as paid staff. As
a volunteer co-ordinator please:
Each service area has separate budgetary
responsibility for volunteering. Therefore
please ensure the associated costs of your
volunteer activities have been authorised
before they start.
• Discuss the support needs of your
volunteers and act accordingly.
• Operate (as much as possible) an open
door policy for volunteers to discuss
placements or any issues.
• Facilitate a suitable forum, for each
volunteer group, that meets at least
annually to allow volunteers to get
together to share experiences.
• Provide some form of supervision that
enables feedback on performance if
requested.
• Make all new volunteers aware that
they can access Occupational Health
support should they require it during
the course of their volunteering role.
• Record any formal or informal one-toone meetings or minutes of meeting.
• Ensure you and your volunteers
understand the rights and
responsibilities of volunteers in
relation to: Capability, Dignity at work,
In order to claim expenses volunteers
must provide evidence of a full driving
license, copies of car insurance and, for
volunteer drivers, a valid MOT certificate.
You should keep a copy of this paperwork
securely.
Volunteers should be advised that they
must inform their Insurer if they intend to
use their vehicle for commuting to their
volunteer role or in the course of their
duties. Full details are provided in the
Volunteer Handbook.
Volunteers must report to you any driving
accidents that occur while they are
carrying out their volunteer duties; they
should also report any motoring offences
or police cautions. NHS Ayrshire & Arran
will not pay any parking fines, speeding
tickets and so on accumulated by the
volunteer while they are carrying out
8
How to recruit and co-ordinate volunteers
Grievances and Complaints (Appendix
15).
completes an exit questionnaire to
help inform you about their experience
(Appendix 16).
Recognition
References
NHS Ayrshire & Arran acknowledges the
impact of volunteer’s activities and as
such will want to recognise and celebrate
these contributions. Here are some useful
hints and tips regarding recognition:
The purpose of obtaining references is
to gain factual information and opinions,
in confidence, about the volunteer’s
suitability for a particular volunteering
role.
• Discuss with your individual volunteers
what type of recognition, if any, they
would appreciate.
For “managed” volunteers please obtain
two references from either previous
employers, or where this is not possible
a professional who can vouch for the
individual.
• Make volunteers aware of volunteer
awards and Ayrshire Achieves awards
and how they go about nominating.
Volunteers can also request written
references, statements of achievement
or records of attendance from you.
Please action these requests as promptly
as possible but be explicit that the
individual operated as a volunteer and
was not a paid staff member.
• Discuss with your volunteers what
would help them to feel more involved
and engaged.
• Let others know about your
volunteers’ achievements through NHS
publications such as Team Brief, Stop
Press, Dialogue staff magazine and
AthenA.
• Ensure volunteers’ views/opinions are
being represented during decisionmaking processes.
• Make time to discuss volunteering at
all relevant meetings.
• Please remember that for many
volunteers a simple thank you is
important.
Withdrawing from a
volunteering role
In the event that a volunteer wishes
to withdraw from their volunteering
activities this should be dealt with in a
professional and understanding manner.
It is good practice to conduct an exit
interview or request that the volunteer
9
How to recruit and co-ordinate volunteers
does respect the independence of these
organisations and recognises that as they
are responsible for the management
of their volunteers it is inevitably their
responsibility to acknowledge relevant
policies, follow good practice and
conduct themselves in accordance with
agreements set out with NHS Ayrshire &
Arran at the outset of specific projects.
Record-keeping
All records relating to volunteering must
be stored in a secure and confidential
manner, with the principles of Data
Protection being upheld.
It may be useful for you to record some
of the following information, where
relevant, to enable you to take a more
formulated approach to evaluating the
impact of the volunteers:
Information about all the following
documents are available on AthenA
http://athena/patcommrels/volunteering/
Pages/UsefulDocuments.aspx
• number of hours volunteering;
• services being offered;
• minutes of meetings;
• training attended.
Please ensure that any electronic records
should be password protected and only
those who legitimately require access
should be able to view these records.
Relationships with others
It is important to recognise that a number
of independent voluntary groups in
operation throughout NHS Ayrshire &
Arran also offer invaluable volunteering
support. Although this handbook and
accompanying volunteer policies and
handbooks are intended primarily for
use by NHS Ayrshire & Arran’s employees
and volunteers, we would expect any
voluntary organisations whose volunteers
provide help within the health service to
be committed to the principles contained
in it. However, NHS Ayrshire & Arran
10
How to recruit and co-ordinate volunteers
(Appendix 1)
Volunteer request form
NHS Contact Name
Designation
Department
Telephone Number
Volunteer Post Title
Number of Volunteers Required
Anticipated Starting Date
Location(s) of Volunteer Activities
Volunteer Task Description (Please attach form if you have already prepared this or
provide brief explanation).
Required Skills/Experience of volunteers?
Have you read the Handbook for Staff Coordinating Volunteer Activity?
Yes

No

Are your premises accessible to disabled volunteers?
Yes

No

Do you have an allocated budget (including out of pocket expenses) for your
volunteering project?
Yes

No

11
How to recruit and co-ordinate volunteers
Will your volunteers fall under “managed” or “non-managed” categories?
Managed 
Non-Managed

Have you attended any volunteer management training? (Please provide details)
Yes

No

Do you require to Disclosure Scotland check your volunteers? Yes/No
If Yes please detail which level you require:
Please return completed forms to your service areas’ Management Team and send a
copy to the Patient and Community Relations Team at Eglinton House, Ailsa Campus.
12
How to recruit and co-ordinate volunteers
(Appendix 2)
Task description
(Information to be inserted and amended accordingly by individual NHS volunteer
coordinators has been marked with an asterisk *. Please ensure all volunteers are
provided with task descriptions and ensure volunteer agreements are signed and
securely stored).
Task description:
To give you more of an idea as to whether you have the necessary skills/experience/
desire to volunteer please find some further information below:
Volunteer Role Title: *
Overall Purpose of Role: *
Typical tasks/activities within the role: *
3 Essential Volunteer Requirements: *
2 Desirable Volunteer Elements: *
Volunteer(s) is required (please cross preferred days/times):
Monday Tuesday Wednesday Thursday Friday
Saturday Sunday
Morning
Afternoon
Evening
Please specify the frequency that you require the volunteer. For example monthly, bi-monthly, weekly, fortnightly.
13
How to recruit and co-ordinate volunteers
(Appendix3)
Volunteer Agreement
As a volunteer with NHS Ayrshire & Arran you can expect:
• To be involved with an organisation that is dedicated to improving healthcare
• To have a greater say in how healthcare services are run and ensure that the service
on offer remains centred around patients needs
• To be in a supportive and positive environment that ensures you get the most out of
your volunteering
• To be treated with respect and courtesy
• To receive a thorough induction programme and opportunities to undertake
appropriate training
• To be treated fairly and equally irrespective of gender, sexual orientation, age,
parental or marital status, disability, religion, colour, race, ethnic or national origins, or
socio/economic background
• To have a named contact for support
• To receive relevant and up to date information and advice
• To be recognised and thanked for taking the time to volunteer
• To be reimbursed for any reasonable out-of-pocket expenses incurred in the course
of your volunteering
In return we ask that you:
•
•
•
•
•
•
•
Help to develop and support our aims and objectives via your volunteering duties
Remember that you are a representative of NHS Ayrshire and Arran volunteers
Are open and honest in your dealings with us
Treat fellow volunteers and staff with courtesy and respect
Let us know if, at any time, you wish to change the nature of your contribution
Let us know if we can improve the service and support that you receive
Understand NHS Ayrshire & Arran are not in any way obligated to provide you with
volunteering tasks in the same manner that you are not obligated to perform such
tasks
• Conduct your volunteering duties in line with overall principles of relevant NHS
Ayrshire & Arran policies (Equality & Diversity, Capability, Grievance and Dignity at
Work) and understand that you may be subject to investigation processes if there is
failure to do so.
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How to recruit and co-ordinate volunteers
Volunteer Signature:
Date:
Volunteer Coordinator Signature: Date:
(Appendix 4)
Volunteer application form template
To ensure all our volunteering opportunities are open to all, NHS Ayrshire and Arran
operates an equal opportunities policy and complies with all equalities legislation to
ensure everyone is treated fairly and appropriately.
Title (Mr/Mrs/Miss/MS)
Surname
First Name (s)
Address
Postcode
Home Tel
Mobile
Email address
Preferred method of contact (please circle): Post / Telephone / Email
Q.1) Which volunteering post(s) are you interested in applying for?
Q.2) Have you had any experience of working in a healthcare setting and/ or been
involved in voluntary work, please provide details?
Q.3) To support your application, please outline why you are interested in this particular
volunteering opportunity.
Q.4) What particular experience or skills do you think you could bring to this
volunteering role?
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How to recruit and co-ordinate volunteers
Q.5) On average how much time could you devote to this volunteer work per month?
Please circle: 5 hours 10 hours
15 hours
20 hours +
Q.6) If you are aware of any conflicts of interest that could affect your application please
outline in the space provided (For example list any service areas you are currently
accessing or any NHS employment history etc)
Q.7) Do you have a drivers licence? Yes/No
Q.10) Are you willing to travel throughout Ayrshire & Arran to attend local meetings?
(All expenses would be reimbursed) Yes/No
Q.8) Please specify any special requirements if attending for meetings or interviews?
(For example, wheelchair access, induction loop, signer)
Q.9) Please outline any preference you may have for particular times you can volunteer.
(Please insert crosses in preferred slots)
Monday Tuesday Wednesday Thursday Friday
Morning
Afternoon
Evening
16
Saturday Sunday
How to recruit and co-ordinate volunteers
Referees
Please give the names and contact details of two people who have known you in a
personal or professional capacity for at least two years and who would be prepared to
provide a reference for you.
Person 1
Name
Address
Postcode
Tel No
Email address
Person 2
Name
Address
Postcode
Tel No
Email address
Declaration
I confirm that the information given on this form is correct to the best of my knowledge.
I understand that if I am appointed and the information I have provided is false, then
my volunteer involvement may be ended.
Signed
17
Date
How to recruit and co-ordinate volunteers
Data protection act statement
Your personal information will not be distributed to other organisations or individuals
outside NHS Ayrshire & Arran without your consent. Your NHS contact, as the data
controller, will hold your application form on file. Contact details and details of special
needs will only be passed to relevant groups. These will remain confidential and will
only be used for the purpose for which they were supplied unless you give them
consent for your contact details to be used for another purpose.
A volunteer is a public appointment, which is of interest to individuals and services
within NHS Ayrshire & Arran. I understand that if I am appointed my name will be
released to NHS Ayrshire & Arran for which this volunteer group was established to
enable me to fulfil my duties as a member.
Signed
Please complete and return this form to:
Volunteer Coordinator
Emergency Contact Details:
Name
Relationship to you
Home telephone number:
Mobile:
18
Date
How to recruit and co-ordinate volunteers
(Appendix 5)
Disclosure Scotland (PVG) applications
As the individual responsible for the recruitment and selection of your specific
volunteers it is your responsibility to identify if a Disclosure Scotland (PVG) check
is necessary for the volunteer role and the relevant level of check i.e. Standard or
Enhanced and if this should include “Childcare” and/or “Adults at Risk” checks. This
should be recorded in the Volunteer Request Form.
All relevant guidelines and letter templates for staff who are recruiting and for
applicants can be found on the AthenA website using this link:
http://athena/ohrd/EmpServ/Pages/Recruitment.aspx
Please amend forms accordingly for volunteers.
NB: As a minimum requirement, all volunteer roles that encompass significant patientcontact require to be Disclosure Scotland (PVG) checked. If after having read all of
the Disclosure Scotland (PVG) information you are still unsure please seek further
clarification from your manager, Patient and Community Relations Team (01292513621) or O&HRD (01563-825709).
(Appendix 6)
Identification checks
In line with Disclosure Scotland/Protecting Vulnerable group schemes it is your
responsibility to decide which (if any) levels of checks are necessary for your volunteer.
For further discussion on this please contact HR. If checks are necessary it is your
responsibility to witness that you have seen the original combination of documents
required. Please refer to the AthenA link above for further details.
For volunteers who do not require Disclosure Scotland (PVG) checks it is still good
practice, where possible, to witness (and copy) a minimum of three forms of
identification to verify that the volunteer is who they claim to be. Types of documents
that would be suffice: drivers license, utility bill (issued within the last three months) for
proof of current address, bank statement, passport, bus pass. At least one of the forms
of identification must be photographic.
If in the first instance a problem exists with any of the pre-employment checks and you
require guidance on the implications this may have on the selection decision, guidance
will be provided at this stage from O&HRD. Should it be decided that the preferred
candidate has not satisfied the pre-employment checks for the particular volunteering
opportunity then no offer of this specific volunteer role can be made.
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How to recruit and co-ordinate volunteers
(Appendix 7)
Example Confidentiality Agreement
NHS Volunteering Confidentiality Agreement
(No network access required)
Patients entrust the NHS with and allow it to gather sensitive information relating
to their health and other matters as part of their seeking treatment. They do so in
confidence and they have the legitimate expectation that NHS organisations will
respect this trust. It is essential, if legal requirements are to be met and the trust of
patients is to be retained, that the NHS provides, and is seen to provide, a confidential
service.
While you work as a volunteer within the NHS you will be subject to the same rules
relating to confidentiality as an NHS Board employee. You must abide by the NHS
Scotland Code of Practice on Protecting Patient Confidentiality.
Failure to observe these rules may result in your volunteering role being discontinued
following investigation and discussion with your NHS contact, sponsor or volunteering
co-ordinator.
Your details
Name:
Volunteering role/title:
Day time telephone number:
Evening telephone number:
Emergency contact details:
Name:
Telephone:
20
How to recruit and co-ordinate volunteers
Your volunteering appointment
Name of department (if applicable
Name of NHS contact/sponsor:
Title of NHS contact/sponsor:
Telephone number of NHS contact:
Declaration
regarding NHS Ayrshire & Arran without prior
authorisation from the Communications
Department.
Please read the following declaration
carefully before signing your agreement to
these conditions.
Upon discontinuation of my volunteering
services, I shall return to NHS Ayrshire &
Arran any and all written or other tangible
material containing confidential information
within ten business days and shall not keep
any copies.
I agree not to use or disclose any
Confidential Information (as defined
below*), except when it is required in the
performance of the volunteering services for
or on behalf of NHS Ayrshire & Arran.
I agree not to, without prior written consent,
divulge any information obtained whilst
carrying out my volunteering activities
to any third party; or copy documents
containing any confidential information. In
no event shall I use confidential information
in a manner that is in any way detrimental to
NHS Ayrshire & Arran.
For the purposes of this agreement,
‘Confidential Information’ refers to personal
identifiable and/or business sensitive
information. This will include all information
and materials, in whatever written,
computerised, visual or audio format,
disclosed by NHS Ayrshire & Arran to you as
a Volunteer, or to which you otherwise gain
access as a result of volunteering role.
If I am contacted by a media representative,
I shall immediately refer the media
representative to the Communications
Department. I understand that no volunteer
may communicate with media agents
I acknowledge that any violation of the
above terms will result in disciplinary
procedures or in termination of my
volunteering appointment.
Signature of volunteer:
Print name: Date:
Signature of sponsor/NHS contact:
Print name: Date:
Official use only:

Copy sent to Patient & Community Relations Department, Eglinton House,
Ailsa Hospital, Ayr
21
How to recruit and co-ordinate volunteers
(Appendix 8)
Confidential: Volunteering Health Declaration
Background information
We value the contribution of our volunteers within Ayrshire and Arran and as such
attempt to apply similar duty of care principles that are afforded to all of our employees.
Occupational Health is part of this duty of care.
The Occupational Health team is responsible for maintaining and promoting the health
and wellbeing of employees. They achieve this objective through a variety of methods
including health checks, work place assessments and offering advice and guidance on
immunisations.
For any volunteering position it is important that we offer the same opportunity to
access the Occupational Health department as we would for our NHS staff. This may be
for advice, guidance or support needed on health issues that may affect the carrying
out of your volunteering tasks. It is equally important that you are provided with the
opportunity to make us aware of any health related issues that could have an impact on
or be affected by your volunteering duties.
SECTION 1: This section is to be completed by volunteering organiser
Volunteering position
Location
Department
Starting date
Referring officer
Designation
Address
22
How to recruit and co-ordinate volunteers
SECTION 2: Personal information
SECTION 3: Your employment
history
Please complete and return this form
to Occupational Health Services in the
envelope provided. The information will
remain confidential to this service and
will not be divulged to any other person
without your consent.
Have you ever been employed by
Ayrshire & Arran Health Board? Yes / No
If YES, please state location
Date of leaving
Information given in this form should be
true and complete to the best of your
knowledge.
SECTION 4: Your volunteering role
Surname
Title of volunteering position:
Forename(s)
Maiden name
Please delete as appropriate *:
Address
• I have / have not* received sufficient
information about the volunteering
task.
• I do / do not* anticipate that any
health problem or disability will affect
my ability to carry out my volunteer
task.
Family Doctor
Address
• I feel that any health or disability
problem that I have will/will not*
be negatively impacted by my
volunteering activities.
Dr/Mr/Mrs/Miss/Ms
Date of Birth
• I do/do not* require support from
Occupational Health.
Telephone No
Postcode

NHS No
Doctor’s Tel No
23
I understand that I can contact Occupational Health at any time should I need support to resolve any issues in carrying out the volunteer task connected with my health
How to recruit and co-ordinate volunteers
SECTION 5: Immunisation status and investigations
The Occupational Health team offer immunisation programmes to NHS staff depending
on the nature of their work tasks, for example if they come into contact with patients
or work with controlled substances. Your volunteering organiser will tell you if they feel
that immunisations be offered to you as a result of the area or tasks you will be carrying
out.
If your volunteering organiser identifies a need the Occupational Health team will also
assess if immunisation is necessary for you, and if so will offer to carry these out. It is
completely within your rights as a volunteer to either accept or decline the offer of any
immunisations.
If you are offered an immunisation that you decide to refuse all that we would ask is
that you sign a disclaimer form outlining your decision not to be immunised.
SECTION 6: Declaration
I declare that the statements on this form are true and complete to the best of
my knowledge. I am aware that any false statements may affect my volunteering
application and I give my consent to a medical examination if necessary. I understand
that no medical details will be divulged, without my permission, to any person outside
Occupational Health.
Signature Date
(Please return completed forms to Occupational Health Department, Ailsa Campus,
Dalmellington Road, Ayr, KA6 6AB).
(Appendix 9)
ID badges for volunteers
Dependent on the activities that your volunteers are carrying out it may be worthwhile
to get some ID badges for them. At each of the hospital sites it is generally the Porters
that are responsible for the administering of these badges. Please contact the porter
services at your specific site for information on which days they photograph for ID
badges and discuss your requirements with them. Badges should clearly state that the
individuals are volunteers.
24
How to recruit and co-ordinate volunteers
(Appendix 10)
Guidelines for reference requests for volunteers
(Templates are provided below for you to obtain references for your volunteers).
Volunteer Coordinators Address
Personal and in strict confidence
Title first
Date
Address Your Ref: Volunteer coordinator
Our Ref: Volunteer Post
Post Code
Telephone
Dear (Title) (Surname)
Reference Request – (Applicant’s name), (Volunteer Role Title)
Your name has been given as a referee for the above candidate and I would be grateful
if you would complete and return enclosed referee’s report in the stamped addressed
envelope provided. A copy of the volunteer task description is attached for your
information and any specific comments in relation to any of the criteria would also be
very helpful
*Include the following statement for posts that require a disclosure Scotland
Application to be undertaken:
*‘The post applied for is exempt from the provision of the Rehabilitation of
Offenders Act 1974 by virtue of the Rehabilitation of Offenders Act 1974 (Exclusions
& Exceptions)(Scotland) Order 2003 as amended. It will not contravene the Act to
disclose information, which you may have in connection with this applicant regarding
convictions, which would otherwise be considered as spent. A conviction is taken
to include a supervision requirement made under any provision of the Social Work
Scotland Act 1968.’
All references received will be treated in strict confidence and used only in
consideration of the suitability of this applicant for this position. Please note that
references are treated in the strictest confidence but that under the terms of the Data
Protection Act information a candidate may have access to your reference on request.
Please avoid any reference to third parties.
I would like to take this opportunity to thank you in advance for your help.
Yours sincerely
NAME
Recruitment Manager (name of volunteer coordinator)
25
How to recruit and co-ordinate volunteers
Referee confidential report
Candidate Name:
Post Reference Number
Individuals have the right of access to information contained within references under
the Data Protection Act 1998. Should this right be exercised, the personal identifiers
relating to the provider of the reference will be removed.
How long have you known the applicant?
In what capacity of the known applicant?
Please describe the main qualities and attributes of the applicant and give your views
on his or her suitability for the above volunteer post as outlined in the attached
volunteer task description. Please attach an additional sheet if required.
What are the applicant’s strengths?
What are the applicant’s weaknesses?
Signed
Designation
Date
Telephone Number
Note for volunteer coordinators (please remove this from template before sending out form):
Please use this form as a template for any volunteers that request a reference from you. Please
make it explicit that the individual operated as a volunteer and was not in any way a paid
employee. Please ensure that all references are retained for 6 years after the volunteers post
finishes or if their application is unsuccessful 1 year after they applied.
26
How to recruit and co-ordinate volunteers
(Appendix 11)
To help keep track of the areas you have covered with your volunteers it may be useful to
design and complete an induction check-list. Please remove or add sections in accordance
with your volunteer requirements. It may be useful for volunteers to have a time-frame to
complete the induction within.
Template induction check-list:
PART 1 – Pre Start
Complete Volunteer initials Volunteer Manager initials
1. Application Pack
Yes 

2. References
Yes 

2. Health Declaration
Yes 

3. 1st Meeting Details
Yes 

4. Disclosure Scotland
Yes 

Yes 

2. Organisational background/
Locations/services
Yes 

PART 2 – Reception
1. Welcome
PART 3 – Volunteer Group
1. Terms of Reference
Yes 

2. Role description
Yes 

3. Scheduled Meetings
Yes 

4. Training courses
Yes 

5. Volunteer agreement
Yes 

6. Contact numbers
Yes 

PART 4 – Terms & Conditions
1. Expenses claims
Yes 

2. Code of conduct
Yes 

3. Ability to withdraw
Yes 

4. Disciplinary/grievance
Yes 

5. Policies
Yes 

6. Data Protection
Yes 

7. Equal Opportunities
Yes 



8. Confidentiality Agreement
Yes 27
How to recruit and co-ordinate volunteers
PART 5 – Training
1. Fire safety
Yes 

2. Security
Yes 

3. Assertiveness
Yes 

4. Moving & Handling
Yes 

5. Health & Safety
Yes 

6. Customer Care StandardsYes 

7. Violence & Aggression
Yes 

8. Data Protection
Yes 

9. Hand Hygiene
Yes 

PART 6 – Equipment (please list any relevant equipment)
NB. It is good practice for all induction courses to be completed within 1 month of
starting a volunteer role.
Signature of volunteer on completion:
Date:
28
How to recruit and co-ordinate volunteers
(Appendix 12)
(Appendix 13)
Terms of reference for volunteers
Risk assessment
Dependent on the nature of your
volunteering group it may be worthwhile
to design a Terms of Reference for the
group to enable more guidelines and
boundaries around the purpose and
procedures relating the group. Some
topics you could potentially include in
your terms of reference are as follows:
Risk Assessments should be carried out
for your specific volunteer activities. You
must have received relevant training
from the Health & Safety department
to conduct a Risk Assessment therefore
if it is not suitable for you to conduct
this personally please ask the relevant
person within your service area. It is
your responsibility to ensure that a Risk
Assessment has been undertaken for
your volunteer activities and to be able to
document this. Volunteers have the right
to request to view the outcome of the
Risk Assessment. Please request a General
Risk Assessment form the Health & Safety
Department (based at Biggart Hospital)
or download it from AthenA on: http://
athena/ohrd/ohs/Documents/Blank%20
Assessment%20Forms/GENBLRA_V1.doc
• Aims and Objectives of the group.
• Membership
• Working Arrangements
• Reporting
• Frequency & Duration (of meetings and
of group)
• Code of Conduct
• When more serious problems occur
• Expenses
• Support
(Appendix 14)
• Training
Producing Terms of Reference for your
volunteers is entirely optional but may
make it easier for your volunteers to
have a document they can refer back to.
If you have a volunteer group where an
electoral process is required it can also be
useful to produce a document outlining
the electoral process and an outline of
the type of roles that need to be elected
i.e. Chairperson, Vice-chairperson,
Secretary etc.
Volunteer expenses
http://athena/patcommrels/volunteering/
Pages/UsefulDocuments.aspx
29
How to recruit and co-ordinate volunteers
(Appendix 15)
Volunteer policies
As with paid employees, the aim of NHS Ayrshire & Arran is to ensure that all volunteers
are treated in a fair and equitable manner and that they treat others in a similar manner.
Although most volunteers are highly motivated and well-intentioned, from time to time
there are individuals who are not right for the role, cannot demonstrate the required
behaviours or are disruptive to the progress of a group. Alternatively volunteers may
find themselves in a situation where they feel there are conduct issues in relations with
them.
In these rare instances that you find yourself dealing with these types of issues it is
useful for you to have an understanding of NHS Ayrshire & Arran policies such as
Equality & Diversity, Capability, Dignity at Work and Grievance. These policies can all
be found on AthenA under Corporate O & HRD  Employment Services  Policies
(listed alphabetically). As volunteers are expected to behave in accordance with the
main principles of these policies you should make volunteers aware of these policies at
induction and provide them with copies of the policies if they request
them. As volunteer coordinator it is up to your discretion and judgement to deal with
any issues on a case by case basis. If you do require guidance or support please contact
O&HRD for further advice.
Volunteers are also most likely to approach you with any Complaints or issues that they
may have. If they would like to make a complaint formal please advise them to follow
the usual route of contacting the Patient Relations and Complaints Department:
Ailsa Hospital
Dalmellington Road
Ayr
KA6 6AB
Telephone No: 01292 513620
30
How to recruit and co-ordinate volunteers
Appendix 16
Exit Questionnaire Template
Getting feedback from any volunteers who no longer wish to undertake their volunteer
role can be invaluable as this may enable you to make improvements to your group.
Although feedback would be very useful to you please remember that volunteers are
not obligated to provide any feedback.
Below are some example questions that you may wish to use in your exit process.
Q.1 Please indicate your reason for leaving?
Q.2 Were you given the opportunity to discuss your reason for leaving with your named
NHS contact? Please circle Yes / No
Q.3 Are there any factors which would have encouraged you to stay longer?
Q.4 Were there any factors relating to NHS Ayrshire & Arran that contributed towards
your decision to leave?
Q.5 Do you have any suggestions for improvement within your volunteer area?
Q.6 Would you recommend volunteering in NHS Ayrshire & Arran to others? Please
comment.
31