Volunteer Guidebook PURPOSE The Volunteer Handbook provides volunteer guidelines for everyday operations. The guidelines may, at the discretion of the volunteer coordinator or city department director and staff, be modified or changed. The handbook does not address every possible situation. If volunteers have questions regarding a situation, guidelines or other volunteer-related comments, please contact the volunteer coordinator in the respective area. TABLE OF CONTENTS Chapter 1: Welcome Chapter 2: Mission Statement Chapter 3: Volunteers Opportunities Chapter 4: Customer Service Chapter 5: Safety & Risk Management Procedures Chapter 6: Emergency Procedures Chapter 7: Volunteer Policies & Procedures Chapter 8: Volunteer Training Chapter 9: Volunteer Evaluations Chapter 10: Code of Conduct & Volunteer Agreement Chapter 11: Guidebook Agreement 1 CHAPTER 1 WELCOME We would like to extend a warm welcome to you as a volunteer of the Provo Parks and Recreation Department. We appreciate your interest in volunteering and are grateful that you have chosen to share your time and talents as part of our team. Volunteers like you are one of the keys to helping provide great services and programs. We value your contribution of time and service to the city. In appreciation, a number of benefits are available to you. BENEFITS - Serve your local community - Protect the environment - Gain New Skills - Better your physical and mental fitness by being outdoors (diminish the chance of sickness, reduce stress, etc.) - Reduce Crime - Network opportunities, gaining on-the-job experience and enhancing your resume. - Meeting people with similar interests. - Opportunities to work with and learn from talented and experienced city staff. - Intrinsic rewards such as helping others, giving back to the community, and being a part of a larger community. - Feeling good about your contribution of time and expertise. - Being invited to Volunteer Appreciation events. - Gaining personal satisfaction by helping others - Acquiring skills that can lead to new employment opportunities - Learning about and being an integral part of City government and services - Making a difference in someone’s life - Have FUN! 2 YOUR VALUE TO THE CITY Our volunteers provide a great resource to our city by: - Contributing to make Provo a great place to live, play and work - Providing resources to supplement city staff in our departments - Enhancing and expanding services provided to the community - Giving departments an opportunity to test new ideas and initiate new services - Promoting understanding of municipal programs and activities within our community CHAPTER 2 MISSION STATEMENT The mission of the volunteer program is to enhance the quality of life for people through the professional and coordinated stewardship of the Parks and Recreation Operation. Citizens are offered the opportunity to serve with integrity, civility and accountability; to make a difference. CHAPTER 3 VOLUNTEER OPPORTUNITIES The Parks and Recreation Department provides for a variety of opportunities for service projects for citizens of any age or ability. - Group Volunteers - Adult Volunteers - Youth Volunteers Volunteer and service opportunities in the Parks and Recreation Department include: - Sport Programs- coaches - Special Events - College Internships - Business and corporate groups - Religious organizations - College clubs - Family activities (children, parents, grandparents, etc.) - Neighborhood projects - Eagle Scout projects 3 CHAPTER 4 CUSTOMER SERVICE Volunteers are expected to provide a high-level of customer service to exhibit visitors in accordance with the Provo City’s mission statement. Deliver exceptional services and promote a high quality of life for residents, visitors and business. CHAPTER 5 SAFETY & RISK MANAGEMENT PROCEDURES SAFETY The Provo City regards its paid and unpaid personnel (staff & volunteers) as its most valuable asset. Provo City is committed to taking the appropriate safety precautions, and has policies to ensure your safety and to prevent accidents. Therefore, the practice of safety and the prevention of accidents are important responsibilities for all volunteers. Please follow the following guidelines for safety: - Please report any unsafe conditions or behaviors to your supervisor immediately. - Volunteers should follow strict observance of all safety rules during activities and equipment use when volunteering. Ensuring the safety of participants in a program that you are volunteering is very important. - Visually inspect the programs and facilities you are responsible for, noting any potentially hazardous equipment or areas. If, in your opinion, any aspect of the program area is unsafe, please notify your Supervisor and take actions so as to ensure the safety of the participants. - Do not allow participants or other volunteers to use unsafe equipment or participate in or around unsafe areas. If in doubt, don’t use the equipment or area. - Use proper techniques for lifting and do not lift anything that is too heavy. 4 WHAT TO DO IF YOU ARE INJURED Volunteers are covered by the City’s Workers’ Compensation Policy for any injury or illness related to their volunteer assignment. Your Supervisor or the staff member onsite will be able to provide you with all of the necessary information regarding how to report an injury, how to get medical care and more information about your rights. At any time that you feel there may be cause for a Workers’ Compensation claim, please speak with your Supervisor immediately. The steps listed below for the EMPLOYEE are the same steps followed by the Volunteer. 5 CHAPTER 6 EMERGENCY PROCEDURS PROCEDURES PARTICIPANT MINOR ACCIDENTS/ILLNESS - If a participant in a program where you are volunteering is injured, please notify your Supervisor or another Provo City staff member immediately. Regardless if the injury is minor or not, staff must be made aware of it as soon as possible. Respond to all injuries in a quick and efficient manner. - Always use personal protective equipment depending on the situation when administering first aid to anyone (i.e. protective gloves). - If you are CPR/First Aid certified, you are protected by the Good Samaritan Law. SERIOUS ACCIDENTS/ILLNESS - Immediately notify the closest Provo City Staff member. - Call 911 Do not hang up until directed to do so by the Dispatcher. Be sure you know the street address or cross streets of your work site. - DO NOT MOVE the injured participant unless their life is in immediate danger. - DO NOT discuss the accident with anyone at any time other than emergency personnel or your Supervisor. Your Supervisor will provide the necessary information to parents, other program participants or the press. - DO NOT transport an injured participant yourself. Stay with the injured participant until a parent/guardian or Emergency Personnel transports or releases the injured person. - AED Information –Please become familiar with the location of the AED in each facility where you are volunteering and access the AED as soon as possible. CONCUSSIONS A concussion is a type of traumatic brain injury-or TBI-caused by a bump, blow, or jolt to the head or by a hit to the body that causes your head and brain to move rapidly back and forth. This sudden movement can literally cause the brain to bounce around or twist in the skull, stretching and damaging the brain cells and creating chemical changes in the brain. Not giving the brain enough recovery time after a concussion can be dangerous. A repeat concussion that occurs before the brain recovers from the first, can slow recovery or increase the chances for long-term problems. For more information on concussion signs, symptoms and protocols, please review the attached information from the Center for Disease Control or visit www.cdc.gov/Concussion. If, while you are volunteering, you suspect a participant might have sustained a concussion, please immediately follow the Serious Accident/Illness steps above. 6 CHAPTER 7 VOLUNTEER POLICES & PROCEDURES DISCRIMINATION/ HARASSMENT Provo City values respectfulness, collaboration and teamwork in the workplace and prohibits any form of discrimination and harassment that would otherwise conflict with these values. Discrimination and harassment of any kind is expressly prohibited and will not be tolerated. Because of the City’s strong disapproval of offensive or inappropriate behavior at work, all volunteers must avoid any action, conduct, or behavior which could be viewed as discrimination, harassment or sexual harassment. Any volunteer who believes he or she has been subjected to discrimination or harassment by anyone is strongly encouraged to report the matter promptly to his or her department supervisor. If the immediate supervisor is involved, the volunteer should report the matter to the Volunteer Coordinator EQUAL EMPLOYMENT STATEMENT Provo City is an equal opportunity employer. Provo City provides equal employment without regard to race, color, religion, sex, national origin, age or disability in accordance with applicable federal laws These same terms apply to volunteers. AMERICANS WITH DISABILITIES ACT (ADA) Provo City will make all reasonable accommodations to ensure participation in all programs by any person desiring to participate. If you are asked about making an accommodation for a person with a disability, work with your Volunteer Supervisor on finding the best arrangement to accommodate full participation. ALCOHOL AND DRUGS Provo City provides a drug-free, smoke-free, healthy and safe environment.