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New volunteer orientation2010 ppt


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New volunteer orientation2010 ppt

  1. 1. Recreation Facility Services Volunteer Orientation Session
  2. 2. Agenda <ul><li>Welcome, </li></ul><ul><li>The City of Edmonton </li></ul><ul><li>Policies, Principles, and Missions </li></ul><ul><li>The Volunteer Process </li></ul><ul><li>Volunteer & Staff Relationships </li></ul><ul><li>City of Edmonton Code of Conduct </li></ul><ul><li>Customer Service </li></ul><ul><li>Occupation Health and Safety </li></ul><ul><li>Workplace Violence </li></ul><ul><li>Great Expectations </li></ul><ul><li>Who You Gonna Call?! </li></ul><ul><li>-A Staff Contact List </li></ul><ul><li> What is it? </li></ul>
  3. 3. At the end of this session you should…. <ul><li>Know what is expected of you as a Volunteer with the City of Edmonton, </li></ul>
  4. 4. At the end of this session you should… <ul><li>Understand the structure of the Recreation Facility Services Branch & the City of Edmonton </li></ul>
  5. 5. At the end of this session you should… <ul><li>Understand the risks and hazards (and benefits) of your volunteer position, </li></ul>
  6. 6. At the end of this session you should… <ul><li>And be excited to volunteer! </li></ul>
  7. 9. Community Services <ul><li>Recreational and cultural opportunities </li></ul><ul><li>Preventative/early intervention program </li></ul>
  8. 10. Community Services <ul><li>Vision: A frontline partner with citizens and communities, committed to creating a safe, healthy, and vibrant city. </li></ul><ul><li>Mission: To lead in the development and delivery of outstanding neighbourhood, recreation, social, cultural, fire, and emergency medical services and facilities. </li></ul>
  9. 11. Recreation Facility Services <ul><li>Vision: Creating Vibrant Places </li></ul><ul><li>Mission: We develop, manage, animate, and preserve recreation facilities </li></ul><ul><li>We value… </li></ul><ul><ul><li>Staff and Volunteers – we embrace a recognition culture </li></ul></ul><ul><ul><li>Service – We put the needs of communities and citizens first </li></ul></ul><ul><ul><li>Well – being – We support the health of individuals, families, and communities </li></ul></ul><ul><ul><li>Safety and Security – We operate clean, safe and secure facilities </li></ul></ul><ul><ul><li>Respect – We treat people with dignity, understanding and compassion </li></ul></ul><ul><ul><li>Inclusiveness – We are accessible and available to all our citizens </li></ul></ul><ul><ul><li>Integrity – We demonstrate ethical and trustworthy behaviour </li></ul></ul><ul><ul><li>The Environment – We endeavour to protect and preserve the natural and built environment </li></ul></ul><ul><ul><li>Innovation – We seek out leading edge, forward thinking and creative practices </li></ul></ul><ul><ul><li>Stewardship – We advance the prudent use and management of resources </li></ul></ul><ul><ul><li>Accountability – We set clear objectives and foster open reporting to citizens and stakeholders </li></ul></ul>
  10. 12. The City of Edmonton: Recreation Facilities Services <ul><li>Fort Edmonton Park </li></ul><ul><li>John Janzen Nature Centre </li></ul><ul><li>John Walter Museum </li></ul><ul><li>Muttart Conservatory </li></ul><ul><li>Valley Zoo </li></ul><ul><li>Riverside, Victoria, and Rundle Golf Courses </li></ul><ul><li>Municipal Cemeteries </li></ul><ul><li>Commonwealth Stadium & Kinsmen Sports Centre </li></ul><ul><li>Prince of Wales Armouries </li></ul><ul><li>Community Recreation Centres </li></ul><ul><li>Northgate Lions & Central Lions Seniors Centres </li></ul><ul><li>City Arts Centre </li></ul><ul><li>Municipal Arenas </li></ul><ul><li>City Archives </li></ul><ul><li>Outdoor Pools </li></ul>
  11. 13. Recreation Facility Services: Many Staff Working with Volunteers every day <ul><li>Many people within the branch coordinate and manage different volunteer programs. </li></ul><ul><li>Pam and Anna liaise with staff at all facilities </li></ul><ul><li>You may receive phone calls and/or emails from… </li></ul>
  12. 14. Volunteer Services-Recreation Facility Services <ul><li>The purposes of the unit are: </li></ul><ul><li>to support the involvement of volunteers </li></ul><ul><li>to value, respect and recognize volunteers and to foster community pride in the work they undertake </li></ul><ul><li>to expand opportunities for volunteer involvement </li></ul><ul><li>Mission: supporting and facilitating the appropriate involvement of volunteers to enhance branch programs and services, and encouraging community participation. </li></ul>
  13. 15. STOP! Take a moment now to think about the goals you have for your volunteer experience
  14. 16. City of Edmonton Volunteerism Policy <ul><li>The City of Edmonton values Volunteers and believes that Volunteerism: </li></ul><ul><li>Promotes citizen involvement, social and civic responsibility, and civic pride. </li></ul><ul><li>Contributes to healthy communities and a vibrant Edmonton. </li></ul><ul><li>Improves Edmontonians’ quality of life. </li></ul>
  15. 17. City of Edmonton Volunteerism Policy <ul><li>Thus, the City will: </li></ul><ul><li>Support Volunteers and Volunteerism in Edmonton. </li></ul><ul><li>Provide positive, meaningful volunteer experiences for individuals who volunteer with the City by adopting the Canadian Code for Volunteer Involvement (2001) as its standard for the City’s volunteer management systems. </li></ul><ul><li>Encourage all corporations in Edmonton, including the City of Edmonton, to support Volunteerism. </li></ul><ul><li>Work with Voluntary Community Groups in order to strengthen and recognize Volunteerism in Edmonton. </li></ul>
  16. 18. The Volunteer Process <ul><li>Application </li></ul><ul><li>Screening </li></ul><ul><ul><li>Interview </li></ul></ul><ul><ul><li>Reference Checks </li></ul></ul><ul><ul><li>Police Information Check </li></ul></ul><ul><li>Orientation & Training </li></ul><ul><li>Recognition </li></ul>
  17. 19. Volunteering with the City of Edmonton
  18. 20. Code of Conduct <ul><li>The Code of Conduct explains the expected rules of behaviours for staff and volunteers. It states values, provides guidance and recommends action so that all staff and volunteers know what is expected of them. </li></ul>
  19. 21. 7 points of Code of Conduct <ul><li>Appearance before Council </li></ul><ul><li>City Assets </li></ul><ul><li>Disclosure of information </li></ul><ul><li>Gifts and Gratuities </li></ul><ul><li>Personal Conduct </li></ul><ul><li>Personal Gain or Benefit </li></ul><ul><li>Political Activity </li></ul>
  20. 22. Personal Conduct <ul><li>Things to do: </li></ul><ul><ul><li>Treat people as you want to be treated </li></ul></ul><ul><ul><li>Represent the City in a positive way </li></ul></ul><ul><ul><li>Be honest with people </li></ul></ul><ul><ul><li>Make every person feel important </li></ul></ul><ul><ul><li>Take on a customer-service focus </li></ul></ul><ul><ul><li>Exercise diplomacy and tact when dealing with difficult people </li></ul></ul><ul><ul><li>Respond promptly to requests for information </li></ul></ul>
  21. 23. Use of City Assets <ul><li>You may not borrow or utilize any City-owned material for personal use </li></ul><ul><li>You are required to pay regular admission when visiting City facilities outside your volunteer hours </li></ul><ul><li>You may not bring your family or friends to visit a facility for free </li></ul>
  22. 24. Disclosure of Information
  23. 25. Personal Conduct: Customer Service <ul><li>A customer’s impression of our facilities is a sum total of all the encounters they have had with the paid and unpaid staff, and the environment within the facility. Therefore all employees and volunteers should strive to exceed a customer’s expectations at all times. </li></ul>
  24. 26. Customer Service <ul><li>Here are a few things that customers expect when they enter our facilities: </li></ul><ul><li>Reliability – we should strive to perform the desired service dependably, accurately, and consistently </li></ul><ul><li>Responsiveness – we should be willing to provide prompt service and help our visitors </li></ul><ul><li>Assurance – we should be knowledgeable about the area we are working in and any special events/promotion which may be occurring. We must also be courteous to customers and convey trust and confidence to them. </li></ul><ul><li>Empathy – we should be able to give individualized attention to customers and indicate to them that we care about meeting their needs </li></ul><ul><li>Tangible results – We have a responsibility to provide clean, adequate, physical facilities, ensure that our equipment is working properly, ensure that the facility features are will cared for, and maintain the professional image of the facility through our appearance. </li></ul>
  25. 27. Probationary Strategy <ul><li>Volunteer Services employs a standard, three-month probationary period for all Recreation Facility Services volunteer positions. </li></ul>
  26. 28. Volunteer Performance Strategy <ul><li>Providing performance feedback on volunteer position </li></ul><ul><li>We employs a “Progressive Discipline” process </li></ul><ul><li>Verbal Warning </li></ul><ul><li>Written warning </li></ul><ul><li>Disciplinary suspension </li></ul><ul><li>Dismissal </li></ul>
  27. 29. Volunteer Performance Strategy <ul><li>Volunteers have the right to expect: </li></ul><ul><li>-Supportive and constructive criticism </li></ul><ul><li>-Clear details regarding inappropriate or unsatisfactory performance/behaviour </li></ul><ul><li>-Suggestions regarding what and how to improve; time and opportunity to demonstrate improvement after each stage </li></ul><ul><li>-Written record of unsatisfactory performance </li></ul>
  28. 30. Respectful Workplace: What this means for Volunteers <ul><li>The City of Edmonton is committed to creating and maintaining a vibrant, healthy, safe and caring environment for employees and volunteers. </li></ul><ul><li>The City of Edmonton promotes a work environment free from discrimination or harassment, one of which everyone treats each other with respect and dignity. </li></ul>
  29. 31. Volunteer & Staff Relationship <ul><li>Volunteers and paid staff are both seen as integral contributors to Recreation Facility Service’s mission of developing, managing, animating, and preserving recreation facilities. On many occasions volunteers and staff will collaborate on various projects, events, and programs to achieve a successful end result. </li></ul><ul><li>Volunteers and paid staff are expected to be respectful of each others’ experience and abilities and are encouraged to learn from each other. </li></ul>
  30. 32. Communication: Handling A Conflict <ul><li>Settle conflict quickly so that the proper working environment can be maintained at all times. </li></ul><ul><li>If the conflict persists, discussed with your immediate Supervisor. </li></ul><ul><li>Failing an adequate resolution to the conflict, forward your complaint to the Volunteer Services Program Coordinator </li></ul><ul><li>In some cases, the Volunteer Services Program Coordinator may wish to involve the Manager of Volunteer Services to ensure an equitable resolution is reached. </li></ul>
  31. 33. Communication Flow Chart <ul><li>Volunteer Services Program Manager </li></ul><ul><li>  </li></ul><ul><li>Volunteer Services Program Coordinator </li></ul><ul><li>  </li></ul><ul><li>Immediate Supervisor </li></ul><ul><li>  </li></ul><ul><li>Volunteer </li></ul>
  32. 34. Occupation Health &Safety: Working Together <ul><li>Occupation Health and Safety Commitment: </li></ul><ul><li>The health and safety of employees and others performing a service on behave of the City of Edmonton is of primary importance in all aspects of our operations </li></ul>
  33. 35. Eight elements of the health and safety program <ul><li>Organizational Commitment </li></ul><ul><li>Hazard Identification and Ranking </li></ul><ul><li>Hazard Control </li></ul><ul><li>Planned Safety Inspections </li></ul><ul><li>Orientation and Training </li></ul><ul><li>Emergency Response Planning </li></ul><ul><li>Incident Investigation </li></ul><ul><li>Program Administration </li></ul><ul><li>Everyone shares the responsibility for health and safety </li></ul>
  34. 36. Community Service OH&S Commitment <ul><li>The City of Edmonton Community Services is committed to providing and maintaining a safe and healthy working environment for all its employees and others performing a service on behalf of the department </li></ul><ul><li>It is the responsibility of all employees, volunteers, contractors and visitors to cooperate with the employer for the safety of themselves, others engaged in work and those who may be present at the work site. </li></ul>
  35. 37. Health and Safety - Hazard assessment <ul><li>City of Edmonton has a responsibilities towards you </li></ul><ul><li>You have responsibilities towards the City of Edmonton, your co-workers and public </li></ul><ul><li>Your employer is responsible for making sure that the workplace is safe, and that your health and safety are not put at risk, You are responsible for looking after your own health and safety. You must also take care not to put other people at risk </li></ul><ul><li>By acting in an unsafe manner </li></ul><ul><li>Not following agreed safe work practices </li></ul><ul><li>Not acting to report a situation which could result in someone getting hurt </li></ul><ul><li>To ensure the safety of yourself and others, make sure you are aware of the correct safety procedures at your place of work. This Means: </li></ul><ul><li>Listening very carefully to safety information provided by your employer </li></ul><ul><li>Asking clarification, help or instructions if you’re not sure about how to perform any task safely </li></ul>
  36. 38. Workplace Violence <ul><ul><li>The City of Edmonton believes in the prevention of workplace violence and promotes a violence free environment in which people respect one another and work together to achieve common goals. </li></ul></ul>
  37. 39. Workplace Violence <ul><li>What is Workplace Violence? </li></ul><ul><li>- Whether at a work site or work related, it means the threatened, attempted, or actual conduct of a person that causes or is likely to cause physical injury. </li></ul><ul><li>- Workplace violence includes any incident where you feel threatened or intimidated and physical injury is a potential. Volunteers and staff must trust their judgment in assessing a situation (i.e. gut feeling) </li></ul>
  38. 40. Your Personal Safety <ul><li>Recognize that anytime you feel threatened by a person your safety is the first priority and you need to get help immediately </li></ul>
  39. 41. Enviso: The City of Edmonton’s Commitment to the Environment <ul><li>Environmental protection is everyone’s responsibility. The City’s Environmental Policy commits each of us to </li></ul><ul><ul><li>Continual Environmental Improvement </li></ul></ul><ul><ul><li>Pollution Prevention </li></ul></ul><ul><ul><li>Regulatory Compliance </li></ul></ul><ul><ul><li>Help reduce, reuse , recycle and report </li></ul></ul>
  40. 42. Volunteer Opportunities with Recreation Facility Services <ul><li>Costumed Interpreter & Junior Interpreter </li></ul><ul><li>Heritage Gardener </li></ul><ul><li>Petting Zoo Assistant </li></ul><ul><li>Zoo Keeper Assistant </li></ul><ul><li>Daycamp Assistant </li></ul><ul><li>Indoor Playground Volunteer </li></ul><ul><li>Kids Den Volunteer </li></ul><ul><li>Special Event Assistant </li></ul><ul><li>Board Member </li></ul><ul><li>Archives Assistant </li></ul><ul><li>Knitter </li></ul><ul><li>Disc Jockey Rockin’ in Rundle Volunteer </li></ul><ul><li>School Programs Assistant </li></ul>
  41. 43. Great Expectations… Volunteer Agreement <ul><li>I will be reliable, prompt and notify my supervisor if I am unable complete my scheduled shift. </li></ul><ul><li>I will be respectful to staff, patrons and fellow volunteers at all times. </li></ul><ul><li>I will follow the roles and responsibilities as outlined in my position description. </li></ul><ul><li>I will attend all mandatory training sessions and meetings unless alternatives have been arranged through my supervisor. </li></ul><ul><li>I will be receptive to constructive feedback from my supervisor. </li></ul><ul><li>I will accurately record my volunteer hours at the end of each shift. </li></ul><ul><li>I will dress accordingly. </li></ul><ul><li>I will behave in accordance to the City of Edmonton Code of Conduct </li></ul><ul><li>I will maintain a high commitment to my personal health and safety and that of fellow volunteers, staff and patrons and immediately report any incidents and/or accidents to your Supervisor. </li></ul>
  42. 44. Volunteer Agreement Community Facility Services: <ul><li>We will provide written information, training and support so you as volunteer are able to meet the responsibilities of your position. </li></ul><ul><li>We will ensure adequate supervision is in place and provide constructive feedback on volunteer performance. </li></ul><ul><li>We will respect the skills, dignity, and individual needs of the volunteer, and adjust to accommodate individual requirements whenever possible. </li></ul><ul><li>We will be receptive to feedback from you as volunteer regarding ways in which we might improve our service and mutually accomplish our respective tasks. </li></ul><ul><li>We will maintain our commitment to the health and safety of all volunteers, staff and patrons and conduct ourselves accordingly. </li></ul>
  43. 45. Upcoming Special Events <ul><li>Snowflake Fantasy at John Janzen </li></ul><ul><li>Christmas Reflections Fort Edmonton Park </li></ul><ul><li>The Knight is Young Muttart </li></ul>
  44. 46. Stop! Take a Moment now to review the City of Edmonton Code of Conduct & your Hazard Assessment
  45. 47. On-line Volunteer services <ul><li> is a new online service for volunteer </li></ul><ul><li>It allows volunteers to log their own hours, sign up for volunteer positions & check out the latest in volunteer news and events </li></ul>
  46. 59. What if I do not access the internet? <ul><li>We still accept paper applications and the volunteer coordinator will log your hours. </li></ul>
  47. 60. Visit us on Facebook <ul><li>Volunteer Services has a Facebook Fan Page: </li></ul><ul><li> </li></ul>
  48. 61. View Upcoming Events & Opportunities, Check out the latest volunteer photos…
  49. 62. Review of Supplementary Materials & Time for Questions <ul><li>Police Information Check ( if not already completed) </li></ul><ul><li>Position Description </li></ul><ul><li>Hazard Assessment </li></ul><ul><li>Staff Contact List </li></ul>