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Published by Age UK Isle of Wight, 2019-11-15 11:34:26

Age UK IW Volunteer Handbook

Volunteer Handbook V04

Volunteers Handbook

Volunteer Handbook V04 For Age UK IW internal use only. Uncontrolled Copy.


Hello and Welcome 2

Why we’re here 3

What we do 5

Ways to get involved 7

Expectations 9

The Essentials 11

Governance & Quality 13

Comments/Complaints 15

Contact us 16


Hello and Welcome to
Age UK Isle of Wight

Thank you for choosing
to volunteer with Age
UK Isle of Wight, helping
Islanders love later life.

I am very pleased to welcome you as a
volunteer and hope that your time with
Age UK Isle of Wight will be enjoyable and
rewarding. We are an Island charity working
for the benefit of Island people and our
volunteers are extremely important to us.

Working alongside Age UK IW staff, volunteers enhance “The work of our
our wide range of services for the benefit of older people, volunteers is vital
improving and mantaining their quality of life, alleviating
loneliness and isolation and enabling them to remain in reaching out
independent for as long as possible. Each volunteer has their to the most loney
own different skills and qualities which we match to the and supporting
identified needs of our clients, keeping in mind what each of independent living”
our volunteers are hoping to achieve as well as their personal

Your time and effort is greatly appreicated, no matter which
voluntary role you undertake.

JO DARE- Chief Executive Office, Age UK Isle of Wight

Jo Dare


One in Six people over
65 live alone on
the Isle of Wight

Why We’re Here

Age UK Isle of Wight is an independent, Island registered charity founded in
1973. Our purpose is to ensure that the needs of people aged 50 and above are
recognised, highlighted, supported and celebrated either through direct service
provision or by working in partnership with others.

Our charity values and principles are about being:

Client focused- Caring about, Inclusive- Offering support Dynamic & Visionary- Finding
listening to and involving older to all people over the age of innovative, creative solutions
people to design and deliver 50 while being particularly to meet the diverse needs of
services and activities that mindful of those who are older people.
are personalised to truly meet vulnerable and isolated.
their needs and aspirations. Campaigning & influencing-
Accessible- Being Promoting the interests of
Professional- Being a approachable and available, older people, ensuring that
dependable and trusted using a variety of methods to their voice is heard and
organisation committed meet client need. working against discrimination
to providing a fair, non- in all its forms.
judgemental and consistent Enabling- Empowering older
approach to all older people. people to have the confidence
and opportunity to live as they
3 wish.

Approximately 50%
of the Island’s population
are over 50


What we do?

72% of clients say
that volunteer support has
had a lasting positive impact
on their lives


Home Safe Service
Good Neighbourhood Trusted tradespeople to
help with jobs around
Volunteers working within the house, including:
the community, providing home safety adaptations
and general household
low-level support for
those who have no one repairs.

else to turn to.
Age Friendly Island
✍ Working to create an
Information & Advice environment set up to
Free and confidential help older people to live
information and advice safely, enjoy good health
for older people, their and stay locally involved

families and carers.

Living Well/Care Digital Inclusion
A range of digital support
Navigators and sevices to individuals,
Support creating a and groups aimed at all
personal enablement plan levels of ability.
for individuals and help to
navigate the health and
social care system. LGBT+, Domestic Abuse &

Hate Crime Support
Just About You Confidential advice,
Home help provided by support & peer social
friendly & trustworthy groups for the LGBT+
support workers, including community, and support
housework, meal with reporting domestic
preparation and more! abuse & hate crime.

Men in Sheds Active Minds Social Clubs
Sheds across the Island Welcoming and informal
for men to meet friends, groups open to anyone
make stuff and drink tea! who would like to keep

their mind active.

To find out m ore about these projects, and others we 6
offer, visit

Ways to get involved!

Welcome to our menu of volunteer opportunities!
There are plenty of ways that you can get
involved. Here are just some of the options:

Good Neighbour Scheme Tea Pot Clubs
Volunteers support older people Volunteers host a coffee morning

in local areas with practical or tea afternoon on a monthly
support which might include: basis in their own home. Clients
befriending, shopping, transport pay the host a contribution to
requests, dog walking or simple cover the costs of tea and cakes.
Further volunteer support can be
form filling. provided to transport attendees

Telephone Befriending to the Tea Pot Club for clients
The telephone befriending service unable to get there on their own.

aims to reduce social isolation Active Minds Social Clubs
by making regular phone calls Volunteers are a vital part of
to our older clients. Volunteers the team who help run our
who make these calls provide Active Minds Clubs across the
a vital lifeline to older residents Island. These are warm, friendly
who are often housebound. This club environments where older
telephone call might be their only residents can enjoy various
regular contact. This service can
be provided from the comfort of activties.
volunteers’ own homes and are
often made in the early evenings Information & Advice
Volunteers supply clients with up
when research shows older
people often feel most lonely. to date, realiable information.
This helps clients to make
Care Navigation the informed choices. Our
Care Navigation promotes
self-management to increase Information & Advice volunteers
a person’s sense of health also help clients fill in forms such
and wellbeing, and maintain
independence. Care Navigators as Blue Badge applications.
visit clients in their homes
and help them to navigate the Digital Inclusion Project
health and social care system. Volunteers provide support to
Volunteers provide support by older clients in their own homes
maintaining contact with clients or in community venues. You do
for a period of time to ensure not need to be a computer-whizz
to volunteer on this project, just
continuity of service. proficient in basic computer skills
(browsing the internet, sending
email) and be prepared to share
this knowledge with older clients.


Fundraising is essential to the
charity to ensure that we can
continue to provide and expand
our services to older people
across the Island. There are a
variety of roles for volunteers
within our Fundraising team,
ranging from delivering leaflets
to supporting fundraising staff
at community events around the


Restorative Justice Age UK IW Ambassador
The Restorative Justice project We are looking for enthustiastic
brings Island residents who have
been harmed by crime and those individuals with excellent
who are commited the crime communication skills and an
into communication with each interest in fundraising. Our
other, under strictly controlled ambassadors will represent
circumstances. This process is
extremely effective at reducing Age UK IW in their local
fear of crime and giving those area, bringing together
responsible an opportunity to local volunteers, putting on
see the effects of their actions. events on behalf of the charity,
Volunteers will be given special carrying out talks and giving
training and support to carry out presentations promoting the
this role and will work alongside work we do. Training will be
experienced staff and volunteers.
provided for this role.

Office Adminstration
Volunteers with office
skills are welcome to assist
with the administration of
individual projects with their
administration. These positions
are offered to reliable volunteers
who can offer a fixed amount
of time every week to carry
out important office functions
on which these projects rely.
Volunteers may also support with
reception duties such as taking
calls or recording enquiries.


What to expect from us:

Our scheme strapline is “Volunteers tell us what they want to do, when
they want to do it, how often they want to do it and always have the
right to say no.” This is because we want to make sure that you enjoy your
role and get the most out of it.

Our responsibilities to you are:

Induction Communication Security
A full induction to your To ensure you know To provide you with a safe
volunteer role and full who to ask for help and environment in which to

information for each support. work.
client and task.
Data Protection Equal Opportunities
Training To keep all of your To ensure that you
To provide you with personal information safe (and all others working
appropriate training and and dealing with Age
and secure. UK IW) are free from
No Costs discrimination.
Support Reimbursement for any
To accept what you have Appreciation
authorised expenses Respect and recognition
to offer and to assist incurred as a result of for your voluntary work.
you in saying ‘no’ where


What we expect from you:

Reliability Trustworthiness Professionalism
To carry out agreed tasks Keep all information To follow the policies and
or to let us know as soon relating to Age UK IW and guidelines outlined in this
its clients confidential. handbook and not exceed
as possible if you are
unable to perform them. Compassion any authority given to
Clients should be treated you. Ensure you wear your
Honesty with understanding and
Tell us about any badge at all times.
problems or concerns as sensitivity, free from
soon as they arise. judgement.


The Essentials

You’ll need to be aware of the following Age UK IW policies, procedures
and standards. Please take a few minutes to read through and
familiarise yourself with them.

Confidentiality Equality & Diversity Health & Safety
Confidentiality is essential We aim to ensure that all Health and safety is
staff, clients and volunteers everyone’s responsibility.
for the basic rights of We will do what is
all individuals. It applies receive fair and equal reasonable to prevent injury
to staff, volunteers and treatment. As part of this or damage to property;
clients and relates to all process volunteers and and protect volunteers,
information about them. staff are expected to have a clients and visitors from
Breaches of confidentiality non-judgemental approach forseeable hazards. Please
are taken seriously, however when representing Age UK notify a staff member if you
there are occasions where feel that any part of your
IW. voluntary work puts you or
either a disclosure is
required by law, a serious Conflict of Interest others at risk.
Volunteers should inform us
abuse has occured or of any potential conflicts of Social Media
someone lacks the mental interest to ensure decisions Volunteers should never
use social media to share
capacity to make a are made in the best private and confidential
decision. If you feel it may interests of the charity and
be necessary to breach a the people we serve. We do information about
confidence please discuss not recommend or endorse client or volunteer roles.
with us in the first instance. any other organisations. We Inappropriate use of social
instead support people to media can have a negative
Safeguarding make informed choices to
The safety of our clients impact on the public
is important to us. Please meet their needs. perception and confidence
report any concerns you
have about their wellbeing. in Age UK IW.


If you would like more information about any of the following, or you
would like a copy of any of the Age UK IW policy or procedure please let

a member of staff know.

Lone Working public liability insurance and advise that you do not give
Volunteers carry out personal accident insurance out your phone number to
tasks that often involve to the value of £10 million clients in case they become
lone working or visiting whilst undertaking agreed dependent on you. If you
clients in their homes. We do have to telephone your
recommend you inform duties. client, your number can be
someone of where you are hidden by dialing 141 prior
going prior to your visit, Medicines
and let them know the You must never, under any to calling.
time you hope to return.
Do not enter or remain in circumstances, directly Finances
an environment where you administer any medicine Volunteers must not have
feel uncomfortable or you to clients. You may collect knowledge of clients bank
feel may be dangerous.
In these circumstances prescriptions from a or Post Office account
please contact the office chemist, or physically pass information; lend money or
borrow money from a client
immediately. medicines to clients for
them to self administer. If or accept responsibility
Insurance & Liability you are concerned a client for any money, property
Voluntary organisations is not taking medication or belongings from clients
are obliged by law to have
employer liability insurance properly, please call the including keys. Please
to cover all volunteers and office. ensure that you give or
employees. All volunteers receive a signed receipt for
are covered by Age UK IW Telephone Numbers any financial transactions
We will never give out
your address or telephone that take place.
number without your
permission and we strongly 12

The Essentials (cont.)

Client Accident & and roadworthy condition to the charity, please issue
Emergencies and passengers must wear them with a reciept and
seatbelts at all times. Your forward the money to the
If you can see that you office with the client’s
client has collapsed or is client will reimburse you
in difficulty immediately as described in the next name and address so that
call 999. If you cannot get section (expenses). You are we may thank them. We
access to the house ask the not carrying out a paid role appreciate clients may want
police to do so. If there is for profit by accepting this to give gifts to volunteers
simply no reply to a knock payment. Volunteer driving on special occasions, it
and you have a genuine should not increase your is acceptable for you to
concern for the welfare insurance premium, you are receive gifts up to £10 in
of your client, try phoning covered under the Social, value but please inform the
them and listening for it Domestic and Pleasure Good Neighbour Scheme
ringing. Check through office and provide a reciept.
the windows and with Smoking
neighbours and if you still Expenses Workplaces and work
have a concern for their Volunteers will be vehicles are now required by
reimbursed for any law to be smoke free. You
welfare call 999. authorised expenses they can say no to involvement
incur as a result of their with a client who smokes.
Volunteer Accidents & role. Volunteers should Please do not smoke in a
Emergencies not incur travel expenses clients homes unless invited
unless driving a client to an
If you have an accident appointment, taking them to do so.
in the course of your on an outing or doing their
shopping. Car trips should Boundaries
volunteering or you find be charged at 45p per mile Clear boundaries help
yourself in a personal (22p for motorbikes or 20p to avoid dependencies
for bicycle) and clients will and misunderstandings.
emergency situation, call be expected to pay their Volunteers should visit their
the appropriate services volunteer directly in cash. client no more than once
first then inform Age UK IW Volunteers are issued with a week. Avoid dicussing
of what has happened as a receipt book that should personal problems to
soon as practically possible. be used for every financial prevent uneccessary worry
and ask before touching
Volunteer Drivers transaction. things and helping with
Volunteers wishing to carry tasks. You always have the
clients in their own vehicles Gifts & Donations right to say ‘No’ and if you
Do not accept items from have trouble doing so, tell
must have a full driving a client’s house as a gift. us and we will deal tactfully
licence, insurance and MOT If a client wishes to give a
donation, please ask them with the situation.
(if applicable) and copies to send a cheque made
of these documents should payable to Age UK IW direct
be supplied to Age UK IW to our offices. If they wish
each time you renew them. to give you a cash donation
All drivers must ensure they
comply with the laws and
guidelines with regards to

road safety. Volunteer’s
vehicles must be of a safe


“Volunteering has given me the opportunity
to give my time, knowledge and skills from
previous employment to the community”


Governance and Quality

Age UK IW is committed to the ongoing development of quality
management in all parts of the Charity to ensure we provide the best
possible service.
The Charity aims to meet the expectations of its client group, volunteers,
partners and the wider community with whom we work. We also need to
meet the expectations of our funders, donors and the statutory bodies that
regulate us.


Age UK IW carries out quality assurance using
the following means:

ISO 9001:2015
In December 2017 Age UK Isle of Wight achieved certification to the esteemed
international quality management standard BS EN ISO 9001: 2015. This standard is
used by over one million organisations worldwide, and focuses on a process based
approach for the development and implementation of the quality management
system to enhance customer satisfaction by meeting customer requirements.

Customer Service Questionnaires
Every consenting client of Age UK Isle of Wight is sent a questionnaire 3 months
after they begin interacting with the organisation. We ask them for a variety of
feedback including how the support that we have provided has made a difference
to their lives and whether they were treated with dignity and respect. The
responses are analysed and any trends are recorded and actioned appropriately.
All externally funded projects carry their own inputs and outputs that are regularly
monitored and evaluated.

Age UK IW Volunteer Procedures
These comprehensive procedures cover all apects of volunteering within Age
UK IW and are used by all staff and volunteers. All policies and procedures are
reviewed on a rolling timetable and updated as and when necessary.

Age UK IW Trustees
The charity has a board of volunteer trustees that are legally accountable for the
charitable activity of Age UK Isle of Wight, and they collectively make decisions in
regard to the strategic direction of the organisation.

Age UK IW is also proud to have achieved the Age UK Charity Quality Standard
which recognises the high standard of our performance as an organisation,
certifying that we are well governed, have a clear direction and are committed to
the well-being and safety of older people, our staff and volunteers.

Age UK IW is also registered with the Fundraising Regulator and is committed to
good fundraising practice.


Comments, Compliments & Complaints

Age UK IW is committed to providing the highest quality of service and it is important
that we listen to the views of our clients and volunteers. Clients are contacted for their

views of our service as part of our regular monitoring and evaluation research.

Client Complaints Volunteer Complaints Whistleblowing
We have a complaints policy If you have a complaint Where a volunteer discovers
for clients who wish to make then we hope that it can information which they believe
us aware of problems they be resolved by informal shows serious malpractice or
are having. You may be the discussion. If the matter wrongdoing within the charity
is not resolved, you will then this information should
person a client feels most be requested to put your be disclosed internally without
comfortable with and it may complaint in writing to the
be that they speak to you first CEO within 5 working days. fear of reprisal.
This will be followed by a In the first instance the
about their concerns. formal interview. If the matter Independence at Home
Any complaint, however is still not resolved then it will Team Leader would be the
small, is taken seriously. be referred to our Complaints appropriate person to tell.
Sub-Committee made up Concerns should not be
It is important people of our trustees. If you feel aired outside of the charity.
are given assistance and that you have a complaint, However, if a volunteer
encouragement in making please ask a member of staff makes malicious allegations,
their complaint and they for a copy of the Age UK IW disciplinary actions may be
should be dealt with in a
Complaints Policy. taken.
sympathetic manner.


Contact Us

To reach our volunteer coordinators
please contact us at:

The Good Neighbour Scheme
01983 301325

[email protected]
If no one is available to answer your

call then please leave a message
and a member of staff will get back

to you.
147 High Street
PO30 1TY


What you might not know
about Age UK Isle of Wight

Age UK IW Over 66,000
was founded
people on the Isle
in 1973 of Wight are over
the age of 50 and
beginning its life as
Age Concern IW, eligible for our
it has expanded services.
greatly since.

In 2018-19


were answered by
our Information &

Advice team!

1% of our income In the first 6 months
comes from of the Living Well

donations and 3% 73%project of
from fundraising.
18% comes from people felt that they

our charged for had increased their

ability to remain


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