Volunteer Recruitment and Onboarding

Title: Volunteer Recruitment and Onboarding Procedures
Version: 1.0
Effective Date: 01/01/2025
Purpose: To establish a standardised process for recruiting, onboarding, and integrating new volunteers into the organisation.

Procedure:

1. Recruitment Process

1.1 Role Creation:

• Director or Volunteer Services Manager drafts role descriptions based on current organisational needs.

• Ensure descriptions highlight key responsibilities, required skills, and the impact of the role.

1.2 Posting Openings:

• Volunteer Services Administrator posts openings on relevant platforms (e.g., website, Indeed).

1.3 Application Review:

• Voluntary Administrator reviews applications for alignment with the role. However, a non-review-recruitment style is being tested (December to March)

• Initial contact is made using approved templates to acknowledge applications.

2. Onboarding Process

2.1 Documentation:

• Voluntary Administrator verifies all required documentation:

  • ID and Right to Work checks

  • DBS certificates

• Uploads documents resulting from checks to the volunteer’s record and ensures compliance.

2.2 Orientation:

• Send the VINFO COMPLETION template.

• Share relevant resources, such as policies, procedures, Department-relevant tools & resources, and training materials.

2.3 System Access and Support:

• Grant volunteers access to necessary resources such as the V-HUB, and systems and tools.

2. Academy Process

3.1: Enrolment:

• Newly registered volunteers in the services department should be enrolled into the Academy to help them learn the skills needed to provide support to service users.

  • Add 'TRUE' to their record in the 'Academy' field.

  • Send the VINFO COMPLETION template.

  • Send the Academy Enrolment template.

• Start a DBS Application if they do not have a DBS Certificate Number on their record.

Volunteer Support and Management

Title: Volunteer Support and Management Procedures
Version: 1.0
Effective Date: 01/01/2025
Purpose: To outline procedures for ensuring volunteers are supported, valued, and equipped to contribute effectively.

Procedure:

1. Ongoing Support

1.1 Primary Contact:

• Volunteer Services serves as the primary point of contact for all volunteer enquiries and problems.

• The department serves as the liaison between volunteers and Directors if the volunteer hasn't contacted the Director(s) themselves.

1.2 Communication:

• Send updates through email to keep volunteers informed of organisational updates.

• Address volunteer concerns promptly and empathetically.

1.3 Feedback Mechanisms:

• Monitor feedback to assess volunteer satisfaction and identify areas for improvement.

• Implement suggestions from the continuous improvement project: Improving the Volunteer Experience.

2. Volunteer Development

2.1 Training Opportunities:

• Offer training sessions on skills relevant to volunteer roles. E.g., Recruitment & Onboarding.

• Provide access to leadership opportunities for growth.

2.2 Recognition:

• Celebrate volunteer contributions through organisational announcements, certificates, or public acknowledgment.

Volunteer Records and Compliance

Title: Volunteer Records and Compliance Procedures
Version: 1.0
Effective Date: 01/01/2025
Purpose: To ensure all volunteer records are accurate, secure, and comply with legal and organisational requirements.

Procedure:

1. Maintaining Records

1.1 Record Updates:

• Voluntary Administrator maintains records for each volunteer.

• Ensure all records include necessary documents (e.g., ID, Right to Work Documentation). Follow the DBS & RTW Guidance - the Uploading Documents process is the same for all documentation not provided by the volunteer when registering. 

1.2 Database Management:

• Use department Complex tools to view and update records securely.

2. Documentation Management

2.1 Confidentiality and Security:

• Ensure all volunteer data is stored securely and accessed only by authorised volunteers.

2.2 Retention and Disposal:

• Retain volunteer records for the duration of their service and for the required legal period after.

• Dispose of records securely when no longer needed. This can be done by emailing the data manager, typically the Chief Executive of our organisation.

3. Important Guidelines for VINFO Updates

3.1 Data Accuracy:

• Ensure all updates reflect the volunteer's most current and accurate details.

• Double-check entries before saving to prevent errors.

3.2 Restricted Access to VINFO Sheet:

• Do not access the VINFO sheet directly to avoid potential human error.

• Always use the Complex Menu for secure and streamlined updates.

3.3 Confidentiality and Security:

• Handle volunteer information responsibly and in compliance with organisational policies.

• Do not share access or information without proper authorisation.

4. Troubleshooting and Support

4.1 Incorrect Records:

• If an error is discovered, correct it immediately using the Edit Record feature.

• Notify your manager if further assistance is required.

4.2 Access Issues:

• If unable to access the VINFO section or locate a record, contact any TBYM manager for support.

4.3 System Updates or Downtime:

• In case of system maintenance or downtime, document the necessary updates in a secure document and complete them once the system is operational.

Policies, Procedures, and Communications

Title: Policies, Procedures, and Volunteer Communications Procedures
Version: 1.0
Effective Date: 01/01/2025
Purpose: To ensure volunteers are informed and adhere to organisational policies and procedures.

Procedure:

1. Dissemination of Policies

1.1 Policy Updates:

• Volunteer Services drafts and updates policies.

• Volunteer Services ensures policies are available to all volunteers and any communication of updates required - updates that impact the volunteer's role - is done.

2. Communication with Volunteers

2.1 General Queries:

• Voluntary Administrator answers volunteer questions or directs them to the appropriate resources.

2.2 Critical Announcements:

• Volunteer Services communicates urgent updates, ensuring all volunteers are promptly informed.

Volunteer Reporting and Evaluation

Title: Volunteer Reporting and Evaluation Procedures
Version: 1.0
Effective Date: 01/01/2025
Purpose: To standardise the process of tracking, evaluating, and reporting volunteer contributions and program outcomes.

Procedure:

1. Tracking Contributions

1.1 Tracked Time Logs:

• Volunteers log hours and tasks in a centralised system.

1.2 Activity Reports:

• Volunteers can be provided their Tracked Time records on request, but they also have facility to view them in their department's complex menu.

Volunteer Registration and Management Procedures

Title: Volunteer Registration and Management
Version: 1.1
Effective Date: 05/02/2025
Purpose: To outline the process for volunteer registration, documentation, and the roles and responsibilities of Volunteer Services and Department Managers.

1. New Volunteer Registration Process

1.1 Registration by Volunteer Services:

• Volunteer Administrators handle the recruitment, registration, and documentation of volunteers.

• Documentation includes ID checks, Right to Work verification, and DBS checks, uploaded to the volunteer’s record.

1.2 Manager Notification:

• Volunteer Services CCs the relevant department manager on all email communications related to new volunteer registrations.

• This ensures managers are aware of new recruits and can take any necessary steps (e.g., scheduling onboarding, inductions, or meetings).

1.3 Handover to Department Managers:

• Once the volunteer is registered and access to relevant platforms is enabled, Volunteer Services "hands over" the volunteer to the department manager for role-specific onboarding and integration.

2. Manager Responsibilities for Volunteer Management

2.1 VINFO Access:

• Managers can access their department’s volunteer information via the VINFO tab in their department’s complex.

  • This access is restricted to volunteers within the manager’s department.

2.2 Resource Sharing:

• Managers ensure volunteers have access to necessary resources, such as the department’s complexes, Canva, and other relevant tools.

• When a volunteer’s engagement ends, managers must revoke access to resources and systems, including complexes, Canva, and other tools, following the CoVE process.

Marketing & Social Media have an agreement with Volunteer Services that VS will enable access to the Marketing or Social Media Complex, alongside V-HUB access.

2.3 V-HUB Access Management:

• Administrative volunteers oversee granting access to the V-HUB for new volunteers.

• Managers liaise with administrative volunteers if any access changes are required, or if issues persist.

3. Volunteer Conclusion of Engagement (CoVE) Process

3.1 Recording a Leaver:

• Managers record volunteers as leavers by completing a Conclusion of Volunteer Engagement (CoVE) Form.

• Managers must log the CoVE in the Manager's Menu of their Department Complex and remove access to relevant resources.

• If a volunteer leaves on their own accord, and a CoVE Form is not completed, use the Record a Leaver function.

3.2 Documentation Upload:

• Managers upload any documents related to a volunteer’s service (e.g., ID or correspondence) to the volunteer’s VINFO record.

• If volunteers send documentation directly to managers (rare cases), it can be uploaded by the manager and forwarded to Volunteer Services.

3.3 Issuing CoVE Notices:

• Volunteer Administration issues official CoVE Notices after managers complete the CoVE Form.

3.4 Mitigation Processes:

• Managers exercise good judgment and follow mitigation procedures before concluding a volunteer’s engagement, ensuring fairness and due diligence.

4. Communication with Volunteer Administration

4.1 Clear Communication:

• Maintain open and transparent communication with Volunteer Services for all volunteer-related matters.

4.2 Shared Responsibility:

• Volunteer Administrators handle the administrative aspects of volunteer management (recruitment, registration, and documentation).

• Managers oversee role-specific responsibilities, including onboarding, engagement, and resource allocation.

Review and Updates:
This SOP is to be reviewed as needed to ensure alignment with organisational practises and requirements.

DBS and Right to Work Checks

Title: DBS and Right to Work Verification

Version: 1.0

Effective Date: 01/01/2025

Purpose: To ensure compliance with legal and regulatory requirements when verifying the Disclosure & Barring Service (DBS) and Right to Work (RTW) status of volunteers.

1. DBS Checks

1.1 Accessing the System:

• Open the VS Complex and navigate to the VS Complex Menu.

• Select the VINFO option to access volunteer records.

1.2 Starting a DBS Application:

• Click on the Start DBS Application section.

• Use the dropdown filter to sort volunteers by department.

1.3 Preventing Duplicate Submissions:

• If processing multiple departments, close the tool and reopen it before sending additional requests.

1.4 Identifying Volunteers Without a DBS Certificate Number:

• Select newly registered volunteers - in roles that require a DBS - missing a DBS certificate number from the list and submit their details for processing.

1.5 Verifying Existing DBS Certificates:

For volunteers with a DBS Certificate number on file:

• Use the DBS Checking Service via the link in the VS Complex Menu or ADWEB in the V-HUB.

• Use the Find a Record function to retrieve the volunteer’s details, including date of birth.

1.6 Organisation Verification:

Ensure the organisation name is entered exactly as follows:

TAKE BACK YOUR MIND UK LTD.

2. Right to Work (RTW) Checks

2.1 Identifying New RTW Records:

• Use the VS Complex Menu to check for new volunteer records that include a share code.

2.2 Locating the Volunteer Record:

• Copy the volunteer’s VIN (Volunteer Identification Number) from their record.

• Navigate to the Find a Record section and enter the VIN to retrieve the volunteer’s details.

2.3 Performing the RTW Check:

• Use the volunteer’s date of birth and share code to verify their right to work.

• Access the verification service link via the VS Complex Menu or ADWEB in the V-HUB.

2.4 Organisation Verification:

Ensure the organisation name is entered exactly as follows:

TAKE BACK YOUR MIND UK LTD.

2.5 Review and Download Results:

• Review the verification results and download the document.

2.6 Uploading the Verification Document:

• Go to the Upload a Document section in the VS Complex Menu.

• Enter the volunteer’s VIN and select the appropriate document type.

• Provide a document name, attach the downloaded file, and submit the upload.

2.7 Deleting Local Copies:

• Delete the downloaded verification document from your device after uploading it to ensure data security.

2.8 Confirming the Upload:

• Verify that the document upload was successful by visiting the Review Uploaded Documents section in the VS Complex Menu.

3. Data Security and Confidentiality

3.1 Responsible Handling:

• Only authorised personnel should perform DBS and RTW checks.

• Maintain confidentiality and security of volunteer information throughout the process.

3.2 Regular Audits:

• Periodically audit the DBS and RTW records to ensure compliance with organisational policies and legal requirements.

Academy

Title: Academy Processes

Version: 1.0

Effective Date: 01/01/2025

Purpose: To ensure the Academy runs smoothly for a positive learner experience.

1. Enrolment

1.1 Enrolling Volunteers as Learners:

• Newly registered volunteers in the services department should be enrolled into the Academy to help them learn the skills needed to provide support to service users.

  • Add 'TRUE' to their record in the 'Academy' field.

  • Send the VINFO COMPLETION template.

  • Send the Academy Enrolment template.

• Start a DBS Application if they do not have a DBS Certificate Number on their record.

1.2 Partnering Learners:

• The system is being updated to do this automatically, but in the meantime, this is done manually by George.

1.3 Unresponsive Partners:

• If a learner states their partner is not responding, and they're struggling to complete parts of their learning, refer them to the guidance for completing the learning solo (specifically Level 5)

• Contact the unresponsive partner and notify them we have advised their peer to continue with the solo assessment, and therefore, they will need to do the same.

2. Academy Assessments, Certificates & Access

• It's important learners feel they are making progress, so we mark and issue scores between Friday and Sunday each week. 

While we're still transferring processes from the Academy to VS, the SOP guidance is not complete.

Please check back again soon.

Responsibilities:

• Mark assessments accurately based on provided answer criteria.

• Use Google Forms via Level Assessment Responses to edit and release scores.

• Ensure issuance of certificates of completion.

• Facilitate access to Tawk.to for certified Learners.

Procedure:

2.1. Assessment Marking

2.1.1 Accessing Submitted Assessments:

• Navigate to TBYM Shared Drive > Services > Services Training > Talk-It Training.

• Open the relevant Google Form linked to the level.

• Locate submissions under the "Responses" tab.

2.1.2 Marking Criteria:

• Refer to the answer criteria for each assessment in the form.

• Compare each response to the required criteria and award points accordingly.

• Use the "Feedback" section to provide constructive comments for incorrect or incomplete answers, where applicable.

2.1.3 Releasing Scores:

• Once marking is complete, click on the "Release Scores" button within Google Forms. It's best to Release Scores for all individuals at once.

• Ensure all marked assessments include feedback and the total score.

• Delete the responses. (They're stored in the spreadsheet. Scores can be edited there once deleted, if needed)

3. Issuing Certificates of Completion

3.1 Completion Verification:

• Confirm the Learner has successfully completed all five assessments.

• Check the total score to ensure they meet the required passing criteria.

3.2 Certificate Preparation:

• Use the organisation’s certificate template Standard Acknowledgment (Send as is) and AUTHORISATION LETTER 

• Create a copy of the Authorisation Letter, fill in the Learner’s name, completion date, and total score.

• Save as a PDF titled "[Learner Name]_TBYM_SupportAuthorisation."

3.3 Certificate Distribution:

• Email the certificate to the Learner with a congratulatory message.

• Include instructions on their new responsibilities and next steps (e.g., using Tawk.to to support service users).

4. Granting Access to Tawk.to

4.1 Access Request:

• Add the volunteer's email in Tawk.to.

• Assign the appropriate role and permissions for supporting service users.

4.2 Onboarding:

• Provide the Learner with login credentials and a link to Tawk.to in User Management > Property Members.

• Schedule a brief orientation session, if needed, to familiarise them with the platform.

4.3 Confirmation:

• Confirm that the volunteer can access Tawk.to and assist service users effectively.

• Add the volunteer to relevant communication groups.

Follow-Up and Record Keeping

• Maintain a record of all marked assessments and issued certificates.

• Address any issues or escalations raised by volunteers, and refer them to a Director.