Site Operations Guide Template

ER Site

Manager

Address

Contact details

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 1 Review due: Insert review date Contents

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 2 Review due: Insert review date SITE OPERATIONS GUIDE OVERVIEW A Site Operations Guide:

 Is a collection of local information relating to day-to-day operations of a specific site

 Provides relevant information about the site to support induction of new staff and volunteers

 Is a reference document for volunteers who assist at the site on infrequent occasions.

Each Salvation Army Emergency Relief site is required to have a Site Operations Guide.

This document provides relevant information to:

 Assist all Community Support Centres create your own Site Operations Guide

 Use as a template to create your Guide

 Provide an outline for each section and page headings of the Guide.

More information to assist you develop your Site Operations Guide is available in the Doorways Handbook – refer to Appendix ?

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 3 Review due: Insert review date Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 4 Review due: Insert review date Site open hours Insert your site hours, use or delete table as required.

Day Opening Time Lunch Closing Time

Monday

Tuesday

Wednesday

Thursday

Friday

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 5 Review due: Insert review date Contact details Insert relevant contact details, use or delete table as required.

(E.g. CO, staff, volunteers, contractors, cleaners).

Name Position Mobile Landline

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 6 Review due: Insert review date Site organisational chart Insert chart.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 7 Review due: Insert review date Telephone system Insert telephone instructions, protocols and scripts.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 8 Review due: Insert review date Site map Insert site map, location of parking.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 9 Review due: Insert review date SITE SAFETY

Safety & security Insert site specific and security measures and protocols, name/photo of security officer, fire wardens.

Name Title Contact number

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 10 Review due: Insert review date Emergency exits & evacuation Insert map of emergency exits.

Document evacuation process and location.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 11 Review due: Insert review date RELEVANT SITE DOCUMENTS

Local Thrift Shop ER Guidelines Insert ER Guidelines, or link to document.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 12 Review due: Insert review date TSA Client Services Charter

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 13 Review due: Insert review date Other Insert other relevant information

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 14 Review due: Insert review date SERVICE DELIVERY

ER coverage areas (SA4) Insert a list of all suburbs/towns, catchment areas your site provides to service to.

Insert your relevant chart/table for your area – refer to CSS Policy & Procedure Handbook.

E.g. In the table below, this is a sample SA4 data for Ballarat.

SA4 NAME SA2 NAME 2011 2011 SA2 SEIFA Ranking equivalent Ballarat Alfredton Less Advantage Ballarat Avoca Medium Disadvantage Bacchus Marsh Ballarat Region Less Advantage

Ballarat Ballarat Less Advantage Ballarat - Ballarat North Less Disadvantage Ballarat - Ballarat South Medium Disadvantage Ballarat Beaufort Medium Disadvantage Ballarat Buninyong Medium Advantage Creswick - Ballarat Clunes Less Disadvantage Ballarat Daylesford Less Disadvantage Ballarat Delacombe Less Disadvantage Golden Plains - Ballarat North Less Disadvantage Ballarat Gordon (Vic.) Less Advantage Maryborough Ballarat (Vic.) Most Disadvantage Maryborough Ballarat Region Medium Disadvantage Ballarat Smythes Creek Less Advantage Wendouree - Ballarat Miners Rest Medium Disadvantage

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 15 Review due: Insert review date ER assistance types Insert a list or table of all ER assistance types provided at your site.

The table below is an example of types of ER assistance.

Item Site Specific Notes

Food Gift Cards

Food Parcels

Bills – Utilities

Local Merchants (E.g. Chemist, Petrol) Travel

Medical

Rent/Accommodation

Telstra Bill Assist

One-Sight Vouchers

Salvo Stores

TSA Thrift Shop

Referrals

Advocacy

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 16 Review due: Insert review date Funding & spend limits Insert weekly and daily site funding spend limits

Item Monthly Weekly Daily

Gift cards, vouchers $ $ $

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 17 Review due: Insert review date Local referral information Insert referral information, referrals and contact details of local service providers.

Name of service Address Contact number Areas covered

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 18 Review due: Insert review date STAFF

Staff roster (ER service delivery) Insert staff roster.

E.g. The table below is an example of a staff roster.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 19 Review due: Insert review date Commencement Date: ……. /……. /…….. TEMPLATE (Insert name of Centre) ER ROSTER Emergency Relief

ALL STAFF (and Volunteers) NOTE: You must take your break as rostered below. Empl Name: oyee Hours Employee 2 Volunteer 1 Hours 1 Hours Monday: Start Meal break …. /…. /….. Finish

Tuesday: Start Meal break .…. /…. /….. Finish

Wednesda Start y: Meal break .…. /…. /….. Finish

Thursday: Start Meal break .…. /…. /….. Finish

Friday: Start Meal break .…. /…. /….. Finish Total Total Total Total

Notes/Reminders: Maximum hours of work without a meal break: 05 hours *

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 20 Review due: Insert review date (Insert name of centre) Emergency Relief and Case Management Roster

Commencement Date: ……. /……. /…….. NOTE: This template is provided for sites where staff undertake ER AND CM activities concurrently.

Instructions: Please copy and paste the blue ER or the maroon CM into the roster and indicate the times allocated to each activity. Name Monday Tuesday Wednesday Thursday Friday Total hours ER I CM ER I CM ER I CM ER I CM ER I CM ER I CM Employee 1

...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I......

Employee 2

...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I......

Employee 3

...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I......

Volunteer 1

...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I...... I......

Total ER ...... I...... I...... I...... I...... I...... I...... Total CM ...... I...... I...... I...... I...... I...... I...... Total client contact hours ER & CM = xx Opening hours:

ER = xx – 00% CM = 00 – 00% Ratios of Emergency Relief and Case Management need to be adjusted according to the amount of DSS funding received.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 21 Review due: Insert review date Staff leaver planner Insert staff leave planner.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 22 Review due: Insert review date Team meeting schedule Insert meeting schedule, agenda and minutes template.

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 23 Review due: Insert review date Site key register Complete your own Site Key Register and insert it into the document.

Refer to Example of site key register - refer to CSS Policy & Procedure Handbook for template.

Electronic swipe card register Insert information or create your own table or recording mechanisms

The table below is an example of swipe cards register.

Name Card Date Signature Date Signature No. issued Returned 1

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 24 Review due: Insert review date FORMS

Forms & appendices Insert master copies of standard forms

Version Issue date Nature of Developed by Approved by number amendment

Site Operations Guide Template |Insert Name of Site |Community Support Service Centre 25 Review due: Insert review date