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OXFORD COMMUNITY CHAMPIONS PROGRAMME – Summary of Volunteer Handbook & Policies and Procedures

May 5, 2022


Summary of Volunteer Handbook & Policies and Procedures

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Hello and welcome to the Community Champions programme. This is a helpful summary of our Volunteer Handbook and key information that you’ll find handy when you volunteer with us. You can see our full guidelines in the Volunteer Handbook and Volunteer Agreement (attached below) which we will go through with you in your induction. If you have any questions, please don’t hesitate to ask one of our staff.

About the project

As a Volunteer Community Champion, you will meet with members of your community to understand the barriers to engaging with health services, whether that’s not visiting a GP or being hesitant to take a vaccine.

What will be my role as a Volunteer Community Champion?

This role will empower you to engage in conversations with your communities to co-create responsive solutions and communications that are relevant, culturally appropriate and inclusive.

The role includes:

  • Becoming the point of contact within your community (family, friends, neighbourhood, place of worship, community organisation, etc.), acting as a bridge between Oxford City Council, local organisations and the community
  • Helping implement effective and sustainable community-led solutions to barriers experienced by the community, particularly in areas where the greatest impact can be made
  • Engaging and investing in people to build and strengthen good health and wellbeing for your local community
  • Helping develop local communications and provide feedback on messages and tools created by Oxfordshire County Council’s Public Health team
  • In a safe manner, give positive messages to residents to help them make informed choices about the vaccine, including disseminating updated Oxfordshire County Council’s Public Health team guidance and sharing any learnings with other Community Champions

To see further information about the project and the volunteer role select here.

Volunteer Agreement

We appreciate your commitment to us and will do the best we can to make your volunteer experience with us enjoyable and rewarding. Our volunteers are important to us and we value your commitment, contribution and support.

The volunteer agreement is not intended to be a legally binding contract between us and may be stopped at any time by either party. To see the full Volunteer Agreement, see the Volunteer Handbook below.


You will have an induction with us during which we will outline what we are trying to do and why we need your support. During the session you will be introduced to your Volunteer Coordinator and programme team, and we will go over any forms that we will need from you.

You will also complete a Volunteer Induction Checklist Form.

To see further information about the Volunteer Induction, see the Volunteer Handbook below, and for the Induction Checklist Form.


We will pay all ‘out of pocket expenses’ including mileage of 40p per mile up to a max £4.00 or public transport costs.

We will also pay for any expenses that relate to your volunteering. To receive reimbursement, you will need to agree this beforehand with your Volunteer Coordinator and then fill out a volunteer expenses form and submit receipts to us.

To see the full Volunteer Expenses Statement, and guidelines see the volunteer handbook below.

GDPR & Privacy

Keep it private! – Be careful of what you post online

Respect boundaries & Privacy– Respect other people’s privacy as well as yours and work in line with our boundaries.

Whilst spending time with us you are likely to have access to some personal information about others such as contact details and we will communicate with you via email, text messages and WhatsApp.

It is very important that this information is always kept private and safe and that you do not disclose this information to third parties. We ask that you do not make statements or comments to the media on behalf of the Council. We have a dedicated team responsible for all communications. If you are interested in speaking to the media (for example – to promote the programme) please liaise with your Volunteer Coordinator.

To see further information on GDPR & Privacy see the Volunteer Agreement in the volunteer handbook below.

If in doubt, contact Rachel Montgomery, communitychampions@oxford.org

Safeguarding is a priority

Never put yourself or others in any situation that might compromise you or anyone else. We have a duty to protect the most vulnerable in our community and to ensure the safety and wellbeing of all who use our services. If, in the course of your activity, you become concerned about the wellbeing of someone, you should alert:

Rachel Montgomery, communitychampions@oxford.org.


Your Volunteer Coordinator


Your Lead Champion (if you were recruited through an Anchor organisation you will receive their contact details)

To see further information on Safeguarding see the Volunteer Agreement in the Volunteer Handbook below.

Health & Safety

We have a duty of care to avoid exposing our volunteers to health and safety risks and will take all reasonably practicable steps to ensure your safety. In addition, we all have an obligation to make our activity as safe as possible. Please alert your Volunteer Coordinator if you feel there are any health and safety concerns. To see further information on Health and Safety see the Volunteer Agreement in the Volunteer Handbook.

If you have any queries in regards any of the above, please contact your Volunteer Coordinator:

Rachel Montgomery Email: communitychampions@oxford.org

Oxford City Council Community Services

Full Volunteer Handbook


1.0 Introduction……………………………………………………………….

2.0 Induction…………………………………………………………………..

3.0 During your activity……………………………………………………..

4.0 Guidance on conduct……………………………………………………

5.0 Safeguarding……………………………………………………………..

6.0 Complaints………………………………………………………………..

7.0 Conclusion…………………………………………………………………

Appendix 1. Volunteer Agreement………………………………………..

Appendix 2. Volunteer Expenses Statement……………………………

Appendix 3. Oxford City Council Volunteer Expenses Form………..

Appendix 4. Problem Solving Procedure for Volunteers……………..

Appendix 5. Volunteer Induction Checklist……………………………

1.0 Introduction

Welcome to the Community Champions programme. This handbook is designed to give you an insight into the way Oxford City Council (OCC) works and how this could affect you. We hope it will support you in carrying out your volunteer activities with the service. We hope this handbook will answer your main questions and help you settle in and enjoy your time with us. We aim to treat volunteers fairly and inclusively wherever reasonable. Please read it through and if you have any queries, please contact your Volunteer Coordinator.

Please note that the contents of this handbook should not be seen as legally binding, nor is it intended to create a contractual relationship with our volunteers.

In the appendices you will find a map of the volunteer pathways, along with the Volunteer Agreement, Volunteer Expenses Statement and other relevant documents.

2.0 Induction

2.1 Now the initial recruitment process is complete, there are a few things that need to be carried out before you can start your activity with us.

Check with your Volunteer Coordinator if:

1) You need Disclosure and Barring Service (DBS) clearance for your activity your Volunteer Coordinator will guide you to complete the relevant paperwork and receive clearance before you can start your activity. This clearance is usually only required in certain circumstances and with particular groups (such as frequent contact with children or dealing with the personal affairs of adults), see Section 5.0.

2) You have a current health issue you think we should consider making any reasonable adjustments to help to make your activity easier where possible.

3) You need to provide us with details of two referees. This is usually a previous employer or voluntary body, but it can be anybody in a position of trust such as a schoolteacher or police officer.

4) You need a separate check of driving documents, such as drivers’ licence and insurance policy, if your volunteering involves driving your own or a council vehicle.

2.2 Your Volunteer Coordinator will carry out an induction with you to introduce you to the Council, meet people, and ensure you’re aware of site-specific issues such as health and safety and where you can get a cup of tea!

2.3 You will be asked to sign and date the Volunteer Induction Checklist Form at the end of your induction session. Your Volunteer Coordinator will require you to sign this prior to starting your volunteering as it ensures you are covered by the council’s insurance.

2.4 You will be told what to do in the event of an emergency. Whether this is a fire, firearm, flood or other emergency. Every volunteer should be made aware of local arrangements so that can comply with them, and if necessary, help to direct members of the public.

3.0 During your activity

3.1 Expenses

Please refer to the Volunteer Expenses Statement for guidance or ask your Volunteer Coordinator any questions you have about this. For Claim Forms select here.

3.2 Training

If you need training to enable you to carry out your activity, we will try to provide this. We are only able to offer training directly relevant to your volunteering role and not as a reward or reimbursement for your activity. All our training is given freely and there is no requirement for you to stay with us for a specific length of time after receiving this training – although we hope you will stay with us for as long as you are able. If you believe you have a specific training need, please speak to your Volunteer Coordinator.

3.3 Supervision

3.3.1 You will always have a named Volunteer Coordinator who will be your first point of contact whilst carrying out your activity. Your Volunteer Coordinator will oversee any activity you carry out, as well as being on hand to deal with any queries or issues you may come across during your time with us.

3.3.2 Your Volunteer Coordinator will arrange regular catch-up sessions with you. This is an informal opportunity to discuss your activity, pick up any latest news and make any suggestions.

3.3.3 You can refuse demands made of you if you consider them unrealistic, beyond the scope of your role or if you feel you do not have the appropriate skills to carry them out without appropriate training.

3.3.4 When an accident, incident or near miss occurs you need to inform your Volunteer Coordinator as they must report it to the Councils Health and Safety Advisor within 24 hours.We have a legal requirement to record injuries on an “Accident form”, to investigate the cause of injury and reduce the risk as far as reasonably practicable.

3.4 Attendance

3.4.1 As a volunteer, there is no obligation to attend your activity. However, your activity is very important to us and we will discuss with you at induction the amount of time you are able to provide us with on a regular basis and this will be included in the Volunteer Agreement. If you are unable to attend for any reason, please try to let your Volunteer Coordinator know as soon as possible in order for us to try to maintain the service you provide.

3.5 Ending your activity

3.5.1 If you wish to end your volunteering activity with us, you can do so at any time. However, we would ask that you let us know as soon as possible of your intention to leave. This will make it easier for us to recruit a new volunteer if required.

3.5.2 Your volunteering activity may be considered as a time-limited project. In other words, it will be made clear if we expect your activity to finish by a particular date. If this is the case you will be alerted to this by your Volunteer Coordinator during your induction and agree you are happy with this.

3.5.3 Unfortunately some volunteering opportunities may end without a great deal of warning. Where this happens we will try to inform you as soon as we are able, and certainly try to provide you with five days’ notice.

3.5.4 When you finish your activity with us, you will be asked to return any items or equipment we have given you to carry out the activity, and we request that you do this as soon as possible.

3.5.5 When you leave please complete the Volunteer Exit Questionnaire which allows us to monitor our activities and make positive changes for future volunteers. Return the completed questionnaire to your Volunteer Coordinator.

3.5.6 If you stay with us for over a six month period and make a regular commitment, you will be offered an exit interview, a reference and/or a statement of your achievements when you leave.

4.0 Guidance on conduct

4.1 When carrying out your activity with us, we would ask you to behave appropriately. Please read the Volunteer Agreement which sets out the standards expected both for yourself, and also of the council towards you. The following points highlight some of the key issues relevant to you.

4.2 Political Issues and Awareness for Volunteers

4.2.1 The Council is a political body. We are led by the decisions of our elected councillors, who represent the electoral divisions in which we all live. As a consequence, we must all be seen to be as neutral and non-partisan as we can be during our activities with the Council.

4.2.2 Therefore you must not use your volunteering activity to further any political aims; to try to influence the Council’s decision-making process, particularly in relation to your own activity or role (other than in an official consultation process); or use your position to influence elected members.

4.2.3 The reputation of the Council is also important to maintain. We must be as clear as we can be, therefore please do not accept gifts in money or ‘in kind’ from members of the public for your activities.

4.3 Health and Safety

4.3.1 Your Volunteer Coordinator will alert you to our Health and Safety policy and procedures. The Health and Safety at Work Act 1974 etc. applies to staff, members of the public and volunteers. We all have an obligation to make our activity bases as safe as possible. Please alert your Volunteer Coordinator if you feel there are any health and safety concerns at your location.

4.3.2 Although some health and safety obligations may seem unnecessary, please remember that your safety is our number one priority, and our staff take their duty of care towards you seriously and act to ensure you are not in a position of danger.

4.3.3 Please be sure to dress appropriately for your activity, this includes the use of any protective equipment you may have been issued with.

4.4 Equality and Diversity

4.4.1 Oxford City Council welcomes people from all sections of the community regardless of race, gender, disability, age, nationality, sexual orientation or religious belief. Please be respectful to all our service users, staff, members of the public, and other volunteers.

4.5 Use of Information Technology (IT)

4.5.1 The majority of volunteers will not require access to any of the Council’s computer systems. However, if IT access is required as a part of your role, this will be made clear during your induction.

4.6 Alcohol & Drugs

4.6.1 Unless permission has been granted for a specific purpose, you should not consume alcohol on Council property. You should also ensure that you are fit to carry out your activity at all times; this is especially important if you are operating industrial machinery or driving. If in doubt it is always better to make your Volunteer Coordinator aware of any concerns, you may have.

4.7 Confidentiality and Media

4.7.1 During the course of your activity you may become aware of confidential matters relating to staff, other volunteers, or members of the public. We ask that you respect the confidentiality of all information and do not disclose this information to third parties. Your Volunteer Coordinator will advise you on the legislation relating to the Data Protection and Freedom of Information Acts. Volunteers’ personal information will be kept for 6 months if no appropriate match initially, then deleted.

4.7.2 Please do not make statements or comments to the media on behalf of the Council. We have a dedicated team responsible for all communications. If you are interested in speaking to the media (for example – to promote a volunteer project) please liaise with your Volunteer Coordinator.

5.0 Safeguarding

5.1 We have a duty to protect the most vulnerable in our community and to ensure the safety and wellbeing of all who use our services. If, in the course of your activity, you become concerned about the wellbeing of any service user, you should alert your Volunteer Coordinator or another member of staff immediately.

5.2 All staff within the Council have been trained to deal with these situations and will be able to help and act to protect the person concerned. Please do not try and resolve any situation yourself as, even with the best of intentions, you may make yourself vulnerable to allegations of impropriety.

5.3 Some of our volunteers who come into regular contact with children and adults who require personal care will be asked to undertake a Disclosure and Barring Service (DBS) check. If your activity requires a DBS check you can talk to your Volunteer Coordinator and ask for more details. Please do not be alarmed at being asked to undertake this check, it is a requirement by law; it is not a reflection of criminality on your part, as these checks are always applied to the activity rather than the individual. Any costs associated with the DBS check would usually be met by the Council.

5.3.1 If required, you will be asked to complete the DBS form which will ask for a variety of information including:

·Current and some previous addresses


·Date of birth

·Details of current convictions

·Documents confirming your identity

5.3.2 Please be honest in disclosing previous convictions, as a previous offence does not automatically bar you from volunteering with us. However, withholding information may raise questions.

5.3.3 The Council’s Human Resources team will then carry out the relevant checks and will make you aware of the outcome. The DBS certificate (i.e. the outcome of your check) will only be sent to the applicant (you), although the Council will be informed of whether or not a certificate is ‘clear’. You should show your certificate to your Volunteer Coordinator at the earliest opportunity.

5.3.4 Your details, and findings of the check, will be kept completely confidential. The Home Office has very strict guidelines on the holding of such sensitive information; and we are fully compliant with this.

6.0 Complaints

6.1 From time to time problems can occur and it is in all of our interests to resolve complaints as quickly and fairly as possible. The Problem Solving Procedure for Volunteers is in Appendix 4.

6.2. If you have a problem or concern please speak with your Volunteer Coordinator in the first instance. Both of you should try and agree a plan and timescale for resolving the issue. A brief note outlining the plan will be made in the Volunteer Log and kept in your personal file.

6.2.1 If you wish to raise a formal complaint, then you should follow the Council’s Corporate Complaints procedure available on the Oxford City Council website, or request information from your Volunteer Coordinator or their line manager.

6.3 If a complaint is made about you, you may be called to an informal meeting with your Volunteer Coordinator, who may be accompanied by their line manager. You may wish to bring a friend of supporter to the meeting.

6.3.1 This meeting is a chance to discuss any resolution that may be possible and a plan and timescale for putting any changes into place. A note of the plan will be made in the Volunteer Log within your personal file. The council are obliged to comply with the Data Protection Act in regard to personal information pertaining to volunteers. The issue will usually be resolved at this point and no further action will need to be taken. However, occasionally, additional action may need to be taken that could include training or moving to a different activity.

6.3.2 In some circumstances it may be necessary to ask you to stop your activity, for example, if frequent ‘no shows’ mean we cannot rely on you.

6.5 In the event of a serious incident such as physical violence or discriminatory behaviour you will be asked to stop your activity immediately. Your

Volunteer Coordinator will explain why this has happened and point out why your behaviour was unreasonable. In this instance you may be asked to leave with immediate effect.

7.0 Conclusion

We all hope that your time spent volunteering with us will be enjoyable. Our volunteers tell us that they take many positives from their activities and we hope you will as well. Your time is very much valued by all of us at the Council and we thank you for being a part of our services. Please enjoy your experience and do not hesitate to contact your Volunteer Coordinator for support.


Review date 31 March 2019

Appendix 1. Volunteer Agreement

Oxford City Council Community Services

Volunteer Agreement

We appreciate your commitment to us and will do the best we can to make your volunteer experience with us enjoyable and rewarding. Our volunteers are important to us and we value your commitment, contribution and support.

To make sure you have the best possible experience we have created this agreement which sets out our commitment to you and what we hope you can contribute.

This agreement is not intended to be a legally binding contract between us and may be stopped at any time by either party.

What Community Services offers its volunteers:

  • A relaxed and friendly atmosphere
  • An opportunity to meet like-minded and interesting people
  • Opportunity to learn and develop new skills
  • Opportunity to attend training sessions and talks
  • Opportunities to discuss your ideas and suggestions
  • A chance to gain role-related experience
  • Take opportunities to enhance your CV
  • A place to secure your belongings
  • Refreshments and toilet facilities

We will ensure the following:

  • All personal information provided to the staff will remain confidential
  • All volunteers are covered by the Council’s insurance and policies, relating to Health and Safety
  • A written position description so you understand your role and the tasks you are authorised to perform
  • A full induction, orientation and any training necessary for the volunteer role
  • A safe environment in which to perform your role
  • Respect for your privacy, including keeping your private information confidential
  • A Volunteer Coordinator, so that you have the opportunity to ask questions and get feedback
  • Reimbursement for your reasonable expenses so you are not out-of-pocket as a result of volunteering for us

What the Service hopes you will do as a volunteer:

  • Support the Council’s aims and objectives
  • Perform your role to the best of your ability
  • To treat information regarding the Council’s finances, other volunteers and staff, in a confidential manner
  • To take part in as many of the offered training sessions as possible, particularly Health and Safety and knowledge of the activity on offer
  • To be polite and courteous demonstrating good customer care to everybody when representing the Council
  • Only undertake duties you are authorised to perform and always operate under the direction and supervision of nominated staff and obey reasonable directions and instructions
  • Notify your Volunteer Coordinator or another member of staff of any health and safety issues or potentially hazardous situations that may pose a risk to you or others and report any accidents or incidents relating to staff, volunteers, or the workplace
  • Use any property or equipment given to you in your role safely and only for purpose of the role and return it to the organisation when you finish your volunteer role
  • Let us know if you wish to change the nature of your contribution (e.g. hours, role) to Community Services at any time
  • Be open and honest in your dealings with us and let us know if we can improve our volunteer program and the support that you receive.
  • Be punctual
  • Call or email if you are unable to attend as arranged or if you are going to be late
  • To avoid actions which might reflect badly on Oxford City Council
  • To not accept gifts or other items on the Council’s behalf
  • Inform immediately a member of staff of any problems or dangers, accidents, inappropriate or suspicious behaviour, violence or vandalism
  • Sign in and out when arriving and leaving the site for safety reasons.

Start date­­­­___________

You have indicated you will be available to volunteer for _______ hours per week on

(circle relevant day/s)

Monday    Tuesday    Wednesday    Thursday    Friday    Saturday    Sunday


Review date March 2019

Appendix 2. Volunteer Expenses Statement

Community Services

Volunteer Expenses Statement


Oxford City Council Community Services values its volunteers. City Council strategy seeks to develop ‘strong and active communities’. This means both supporting the development of active citizens in Oxford and addressing the inequalities that prevent some residents from volunteering. Oxford City Council takes seriously its Public Sector Equality Duty. We recognise that financial barriers can be significant in preventing certain groups of residents from volunteering. We will always offer to reimburse reasonable out-of-pocket expenses incurred in the course of a volunteer’s role, as outlined below. Many volunteers will nonetheless decide not to claim expenses from the City Council, either because they do not face the financial barrier or because they choose not to.

To claim expenses, a form will be completed and handed to the named officer for the team the volunteer is in.This process is outlined during induction of volunteers, staff managing volunteers and will be reflected in Community Services’ budgeting processes.


This statement applies to all volunteers volunteering with Community Services, whether on a one-off basis or an ongoing basis.

Activity covered by this policy

Any volunteering activity as agreed by the relevant Service Management Team member.

Planning for volunteer expenses

Whilst volunteers donate their time, volunteering is not free. Volunteering good practice needs to be resourced both in terms of adequate staff time to induct, brief, supervise and recognize volunteers and budgeting for out-of-pocket expenses of volunteers who wish or need to claim their expenses. During planning of services and their respective budgets, internally or externally funded, managers will assume that volunteer expenses will be claimed.

Eligible expenses

These expense rates are based on agreed rates for staff when working away from home and away from Oxford City Council.

Oxford City Council Eligible Expenses Form
Where Volunteer Coordinators are working with a larger group of volunteers, it may be more convenient and cost-effective to purchase lunch for all volunteers. In these instances, managers are expected to seek best value. The rates listed above should be considered upper limits.

Repayment of expenses

To receive reimbursement, volunteers will need to fill out a volunteer expenses form and submit receipts or photos of their receipts to the payment officer. The volunteer’s Volunteer Coordinator will confirm in writing to the payment officer and volunteer in advance, which expenses have been agreed.

The payment officer will establish with the volunteer whether quick repayment is required. Many volunteers do not receive a steady income. In these instances Community Services will expect to make payment of up to £10 out of petty cash, in which case payment will be made within the working week, or quicker in exceptional circumstances if required by the volunteer. To be eligible, expenses will need to be claimed within a thirty day period.

Petty cash will be managed according to the existing agreed procedure.


Review date 31 March 2019

Appendix 2. Oxford City Council Volunteer Expenses Form

This form is to be used to record agreed expenses you incur while volunteering for Oxford City Council Community Services. Please ensure you submit your form together with receipts / evidence of your expenditure. Please ensure the payment officer has written confirmation from your Volunteer Coordinator of costs which they have agreed should be covered.

Oxford City Council Expenses Form

These represent an accurate account of my out of pocket expenses.

________________________________     ________________________________

Name of volunteer                        Confirmed by payment officer

________________________________     ________________________________

Signature                                      Date


Appendix 4. Problem Solving Procedure for Volunteers

Oxford City Council Community Services

Problem Solving Procedure for Volunteers

When someone makes a complaint about you

Volunteers are not paid staff and are not bound by the Code of Conduct in the Oxford City Council (OCC) as employees are. Despite this a certain standard of behaviour is expected of volunteers. Should a complaint be made about you this guidance outlines your expectations and how any complaint will be resolved.

Reasonable Expectations


Volunteers should comply with relevant OCC policies and procedures. Your Volunteer Coordinator will make you aware of any expectations during your induction. Complaints should be resolved openly, fairly and quickly and you should be kept informed at every step of the procedure.

Volunteer Coordinator

Your Volunteer Coordinator is responsible for making sure you are aware of all the expectations that are in place for your activity. Volunteer Coordinator is also responsible for ensuring that all issues regarding volunteers are dealt with fairly and consistently.

What is a Problem Matter for Volunteers?

A problem matter would arise for volunteers when reasonable standards of behaviour fail to be met. The list below gives you some idea of what would be considered ‘unreasonable’ (although the list is not exhaustive).

  • Physical violence
  • Racism, sexism, homophobia or religious bigotry/sectarianism
  • Bullying (of staff or volunteers)
  • Disrespect of staff, other volunteers or service users. This includes the use of foul or abusive language
  • Theft (of any kind, either from service users or from Council property)
  • Behaviour likely to bring the Council into disrepute (such as negative comments to the media)
  • Frequent, unexplained, ‘no shows’ for an activity
  • Misuse of drugs or alcohol whilst carrying out volunteering activity
  • Damage to Council property
  • Disregard for Health and Safety

What should happen if someone complains about you?

Stage 1: Oral discussion

Many complaints will be able to be dealt with informally. Where this is the case you will be asked to meet with your Volunteer Coordinator to discuss the issue and to agree on a course of action to rectify the situation. If you feel any decision made or actions you are asked to carry out are unreasonable you have the right to make an appeal, details of how to do this follow later.

Where a serious issue has taken place you may be called to a meeting with your Volunteer Coordinator and their immediate manager. During this meeting you will be asked to discuss the issue and to explain any unreasonable behaviour. The meeting will look at ways to resolve any issues; this could include signposting to a different activity or possibly training (if relevant to your role).

You should note that complaints should not be made anonymously. Everyone should have the right to know what they have been accused of and by whom so that they are able to offer their side of the story. All complaints are treated confidentially, and will only be discussed amongst those who are directly involved in trying to resolve the issue.

You should be given the option to be accompanied to the meeting by a nominated person of your choice.

Stage 2: Written warning

If the issue hasn’t been or cannot be resolved by the oral discussion, you may be issued with a written warning outlining the reason for the complaint.

You should be given the opportunity to state your case formally to your Volunteer Coordinator. Meetings should take place in a confidential place and you should be allowed to be accompanied to any meetings by a person of your choice.

Depending on the nature of the complaint, further objectives could be set or help offered. If no resolution can be found it may be necessary to stop your role in the activity. Again, you have the right to appeal any decision made if you do not agree with it.

Stage 3: Opportunity to appeal

As discussed above you have the right to appeal any decision made that you are unhappy with, this includes if your participation has been immediately ended.

Any appeal should be made in writing within 7 days of any decision being made. All appeals will be heard by the relevant Head of Service.

The Head of Service will review your appeal and will seek information from other parties, including your Volunteer Coordinator and other volunteers/staff. The Head of Service will endeavour to respond to your appeal within 20 working days. Please be advised that the decision of the Head of Service is final.


In some cases volunteers may need to be asked to stop volunteering immediately while the matter is explored. For example, if a volunteer is accused of harassment, theft, or violent or racist behaviour.

The decision to ask a volunteer to stop volunteering should be confirmed with you in writing. In some cases, legal proceedings may need to be concluded before the next step of the problem solving procedure can take place.

If your part in a volunteering activity is ended there is no ‘notice’ period to serve.


Appendix 5. Volunteer Induction Checklist

Oxford City Council Community Services

Volunteer Induction Checklist

This list should be used when inducting a new volunteer with Oxford City Council. When the process is complete include it in the volunteer’s personal file. A copy should also be given to the volunteer.

The volunteer and Volunteer Coordinator must sign this form at the end of the induction session or role related training, as this will ensure the volunteer is covered by the Council’s insurance. No activity can take place until the induction form is signed.

Each line should be marked as completed or not applicable

1. Volunteering Location(s)

Tour of office/site introduction to key staff

Emergency Action Plan

Introduction to other relevant staff/projects

2. Oxford City Council Policies

Reviewed Summary of Volunteer Handbook

Contact Details of Volunteer Coordinator

Reviewed Relevant Sections of Full

Volunteer Handbook & Volunteer Agreement

Signed Volunteer Agreement

Health & Safety





Data Protection

3. Database (If Applicable)

Introduction to database (optional)

Hard copy folders

Introduction to and use of website

4. Personal Development

Introduction to Volunteer Support

Task Specific Training needs assessed

Identify appropriate courses/access to training

Task/role specific induction (to be listed below and ticked when completed by Volunteer Coordinator)

5. Personal

Risk Assessment (and reasonable adjustments)

Days/periods of volunteering on Vol Agreement

Tell us if you are unable to attend your session

Expenses claims: what and how

Insurance while volunteering

Volunteering while receiving benefits

Personal file and what is kept in it

Office Procedures Induction Checklist in addition to above:

6. Premises


First aid and fire procedures

Information on building and other tenants



7. Office (if applicable to task)

Outlook diary

E-mail account



Franking machine

What kept where (e.g. stationery etc.)

Filing cabinets

Telephone manner

Safety protocols

Phone/post (personal use)

By signing this induction form you are agreeing to comply with the Volunteer Agreement.


Signed by volunteer


Signed by Volunteer Coordinator

Date: ______________

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