Managing Volunteers

Due to COVID-19 you might have unexpectedly found yourself managing a team of volunteers.  Volunteer management is an essential role at the best of times, but now, with many more people coming forward to volunteer, and people finding themselves in new roles, plus dealing with different stresses it has become even more vital.

If your role usually involves volunteer management you may be managing a lot of change with new and different services being offered and others suspended for the moment.  If you are new to volunteer management and learning as you go, here are some ideas for doing it well and safely.

What to remember when you are recruiting volunteers during COVID-19:

Neither volunteers nor the people they are helping should be put at risk.  Make sure you involve volunteers in a safe way.

Usual good practice advice still applies, think about these things:

  •       Why do you need volunteers? (Volunteer policy statement)
  •       What are they going to do? (Volunteer role description)
  •       Who are the right people to do it? (Recruitment process)
  •       Safeguarding & risk assessment (including PVG checks)
  •       Have you got the appropriate resources to involve volunteers? (Equipment, expenses, support, management)
  •       Is your group insured for what the volunteers will be doing?

What do you need to provide for your volunteers?

  •       Details of their role.
  •       When and where are they needed.
  •       Who they need to contact if they aren’t able to volunteer.
  •       ID / council letter.
  •       Protective equipment: Hand sanitizer / gloves etc
  •       Volunteer expenses (and how to claim them).

There may also be task specific things that the volunteers need, for example specialised training or equipment, or guidance on how to do their role. (eg information on social distancing, transport, cleanliness, delivery etc)

Generally, if you need volunteers to attend a particular location, they shouldn’t have to take public transport to get there.  If you have several people volunteering in one location they must be 2 metres apart.  You may want to suggest that people wear disposable gloves and wipe down surfaces with disinfectant, particularly if there are people sharing a vehicle.

If volunteers are collecting prescriptions make sure they are aware they should not give any medical advice.

Volunteering Matters have produced a guide on how to run community volunteering safely.  It covers risk assessments, data protection and health and safety.  They also have risk assessment templates for specific situations like telephone befriending and dog walking.

COMMUNICATION

It is really important to keep volunteers informed about what is happening.  You may have to tell existing volunteers that they are not currently needed.  Try and keep in contact with them by phone and email.  Zoom calls are proving popular with groups of volunteers, helping people to stay connected, even if the focus is away from their usual remit.  You could have themed meetings with quizzes or a book club.

If you have a large number of new volunteers contacting you then the message might have to be that you don’t have anything for them to get involved with right now.  Try and let them know in a timely manner and again, keep in touch with them where possible -  perhaps circulate a newsletter.

Be honest about the situation and encourage your volunteers to be honest with you. Make sure there are opportunities for them to contact you with any concerns.

CONTINGENCY PLANS

If you are the only person that manages volunteers in your organisation then now would be a good time to put a contingency plan in place in case you get sick yourself.  Share the details of how volunteers are managed with another person, and make sure you have processes written down.

Not everyone will be able to volunteer throughout this crisis, people will need to self isolate or will be sick themselves and need to take time out.  Make sure you have plans in place if you have fewer volunteers or staff available, so that your organisation can continue to deliver their most important services.

Perhaps you could operate different teams of volunteers with different members of staff looking after each team, and each team only operating every other week.  Think of ways to share the responsibilities between the available people so that no one gets burnt out.

PVG Checks

At the moment only checks for those who are in priority positions can be processed.  Details of the areas that are classed as priority can be found on the Volunteer Scotland website.

Delivering shopping, having access to cash, having access to peoples’ details or giving someone a cheery phone call are unlikely to be a regulated activity during the Covid restrictions any more than it would be outwith these circumstances.

For more information about delivering services related to the physical or emotional well-being, education or training of protected adults, please read the guidance on Volunteer Scotland’s website or contact Volunteer Scotland’s Disclosure Service.

Handling money

COVID-19 is thought to be able to live on money for 24 hours so it needs to be handled with care and attention.  Additonally you don’t want to open your volunteers or clients up to accusations of stealing.

  • Where possible electronic banking should be used .
  • Volunteers should NEVER take debit or credit cards or their PIN numbers.
  • Cash should only be handled when wearing disposable gloves.
  • When receiving money (client or volunteer) the money should remain in a sealed envelope or container (eg tupperware tub) for 24 hours.