Rockinghorse Children’s Charity Volunteer Handbook
Introduction from our CEO
Dear Volunteer,
Welcome to our team!
Whether you’re going to be volunteering for us once a week, once a month, or once a year, you are now part of a community that believes in compassion, connection, and making a difference.
Here at Rockinghorse, we know that small acts of care can spark big change.
Now - with you alongside us - we can go even further, raise more funds, take on more projects, reach more people, and continue to create positive ripple effects across our local community.
Volunteers reside at the core of our work, expanding the scope and diversity of our small team. Thank you for offering your time, skills, energy and heart to our cause.
With warm wishes,
Donna Holland CEO
“Welcome to our Team! We hope this handbook is a useful guide during your time with us.”
Donna Holland: Chief Executive, Rockinghorse Children’s Charity
Rockinghorse Volunteer Handbook
About Rockinghorse
Rockinghorse was set up in 1967 by Dr Trevor Mann as an appeal to provide the first neonatal incubator outside London.
The appeal not only marked the beginning of our charity, but also the very early days of what later became the Trevor Mann Baby Unit. Dr Mann was intrinsic to paediatric care in Sussex as we know it today.
Roll forward to today, and we are proud to be the official fundraising arm of the Royal Alexandra Children’s Hospital in Brighton along with the Trevor Mann Baby Unit.
We also support many other NHS hospital settings throughout Sussex, including Bluefin Ward at Worthing, Chalkhill and the Special Care Baby Unit at Haywards Heath, and Howard Ward at St Richard’s in Chichester.
Working in partnership with these services, we fund projects which focus on improving children’s physical and emotional well-being, while providing additional support services for parents and carers.
The projects we support fall into six key categories: toys, equipment, spaces, research, activities and people.
Our Vision
Rockinghorse’s vision is a world where children are healthy and happy.
Our Mission
We fund and deliver transformative projects and services that enhance the care and support given by our incredible colleagues in the NHS.
We invest in state-of-the-art treatments, life-saving equipment, critical mental health support, additional people, ground-breaking research and inspiring spaces that go above and beyond for children.
We work in partnership with the UHSussex NHS Trust and other charities to ensure every young patient and their family receive the best possible care when they are unwell.
Our Values
We strive to always operate in line with the following guiding values.
We care
We care about children, young people, their families, and all those that look after for them. We always act with kindness and compassion. We care about the NHS and all those who work there. We care about the world and want to make it a better place.
We’re passionate
We are passionate about making life better for children, young people and their families. If there’s something we can do to make life better for patients and their families, we’ll go above and beyond to do it. We are passionate about our community and all those in it.
We’re honest
We are open and honest about our work, what we fund and how we raise funds. We work hard to ensure money goes to projects that genuinely make a difference. We involve our supporters in our projects and share our learning and experience wherever possible.
We’re supportive
We help wherever and however we can. We support children and their families, we support Health Care Professionals (HCP) and paediatric services, and we support each other as team members. We work with and support other charities and organisations who are doing great things for children in Sussex.
We’re collaborative
We prioritise working with people and organisations wherever possible. We work with experts and others for the best possible outcome for sick children and their families. We love a partnership that prioritises impact and avoids duplication.
Our strategy for 2025-2030
For our 2025-2030 strategy cycle, we have developed four strategic pillars that we will be focusing on over those five years:
These ambitions will help us to:
• Save Lives - provide critical support that saves lives and improves health outcomes for babies, children and teenagers.
• Live Well - deliver services and projects that support the physical and mental health of patients, families and Health Care Professionals (HCPs).
• Be Fit for the Future - ensure the children’s hospital in Brighton and children’s wards all over Sussex can support every child and family that visits.
Fit for the future
Ensure the children’s hospital, the Trevor Mann baby Unit in Brighton, and children’s wards and special care baby units all over Sussex can support every child and family that visits.
Saving lives
Provides critical support that saves lives and improves health outcomes for babies, children and teenagers.
Living well
Deliver services and projects that support physical and mental health of young patients, their families and the doctors and nurses that care for them.
A note from your Volunteer Coordinator Holly Lloyd Williams
Hello there!
It’s a real pleasure to welcome you to our volunteering community and to the Rockinghorse team.
I’m Holly and I’ll be your main point of contact at Rockinghorse HQ.
I coordinate all aspects of our volunteer programme, so we’ll most likely cross paths regularly over the coming weeks, months and (hopefully) years.
I’ve put together this handbook to help you feel supported and confident in your role, and to make sure you know where to turn if you need support. If there’s anything that’s not covered here, please just let me know and I’ll do my best to assist you.
I am also very open to feedback so please let me know what works well, and what could be better, as we get you up and running.
With heartfelt thanks,
Holly Lloyd Williams Volunteer Coordinator
Working together Holly
Contacting HQ
The best way to contact me is via email: steph@rockinghorse.org.uk
I work for Rockinghorse on Mondays and Tuesdays, so please bear with me on response times during the rest of the week.
On Mondays and Tuesdays, my direct dial number is 01273 928377.
On other days, or to reach the Rockinghorse office, please call 01273 330044 and one of the team will help with your questions, or point you in the right direction.
Our general inbox is hello@rockinghorse.org.uk - but it’s best to reach out to me directly.
Our office address is: Freedom Works, Barts House, Black Lion Street, Brighton, BN1 1JE.
Before an event or specific shift, you will be given one of the team’s personal mobile numbers, to use in the case of an emergency.
Thank you so much
YOUROCK!
Our volunteer mission statement
In 2025, we drafted our volunteer mission statement, to bring to life the vital role that volunteers play within our organisation. Here’s what we came up with:
Rockinghorse welcomes volunteers to join us in our vision to create a world where children are happy and healthy.
Our employees and stakeholders recognise the unique role that volunteers play in helping us to raise awareness, secure funding, and champion children’s health and wellbeing in our community.
We are grateful to our volunteers for expanding the scope and diversity of our team and selflessly giving up their time and expertise to support our work.
About your role
You’re likely to have been recruited into one of the following roles, though throughout your tenure, you may work across multiple areas:
• Events Volunteer
• Seasonal Volunteer
• Office Volunteer
• Community Ambassador
• Wellbeing Service Volunteer
Full details of your primary role will have been shared with you during the recruitment process.
All volunteer job descriptions are subject to regular review and adjustment, so please check the volunteering section of our website for current details: https://www.rockinghorse.org.uk/volunteer/
The volunteer journey
If you’re reading this Handbook, you’ve most likely completed the initial recruitment process, and any DBS or reference checks relating to your role will be underway.
Steph will be in touch with you to arrange any role-specific onboarding training. We know your time is very precious, so we aim to ensure that any training sessions are as constructive as possible – and always less than an hour long.
We want our volunteers to feel valued, supported, and connected to our mission. Your journey with us should extend beyond initial recruitment to include learning and development opportunities, ongoing recognition, relationship-building and clear pathways for growth.
In this way, we hope to create a positive, impactful, and long-term volunteer experience.
Volunteer Memorandum of Understanding
A Memorandum of Understanding (MOU) sets the intentions of two collaborating parties, in order to establish a shared understanding of goals and objectives, define responsibilities and outline expected values and behaviours.
In line with our organisational values, and incorporating feedback from some of our long-standing volunteers, we’ve come up with a simple MOU, that all new volunteers are asked to read and agree to, as part of their induction.
You will receive our MOU by email, as a standalone document.
Keeping in touch
We understand how important it is to maintain regular contact with our volunteers, to keep you informed about our work, involve you in events and initiatives whenever we can, and say thank you often.
About once a month, Steph sends out an email outlining upcoming volunteering opportunities.
To complement this, we’re in the process of developing a bi-annual newsletter, dedicated to sharing charity information that’s relevant to volunteers.
We’re also hoping to start hosting quarterly “Zoom cafés” to provide a virtual space where volunteers can chat to each other or ask the Rockinghorse team questions about what’s happening at HQ.
We know that facilitating peer to peer connection helps us all to build an engaged and collaborative volunteering community. That’s why we recently created a private Facebook page just for you – please see the next section of this Handbook for further details.
It’s also important to get everyone together in person from time to time, so we do our best to organise ad hoc Thank You events and social gatherings, at which we can celebrate our shared successes and offer our heartfelt thanks.
Volunteers’ Facebook page
We have created a private Facebook page, especially for our volunteer community. It’s optional to join, though we’d love if it you’d consider doing so.
This is a safe space where we:
• Post news and updates
• Share photos from events and fundraisers
• Introduce new volunteers
• Advertise volunteer opportunities
• Celebrate successes
• Hold Q&A drop-in sessions
Supporting us via social media
Our Head of Marketing and Communications, Alex, has put together the following guidelines about how you can support us via social media, alongside any specific volunteering duties.
The role of social media
Social media plays an extremely important role for all charities, especially small charities like Rockinghorse with limited financial resources. We look to our Rockinghorse volunteers to help spread the word about our work by liking, commenting, and sharing our content, and using your personal profiles and followers to amplify our messaging.
We currently have active accounts on the following platforms:
Facebook: @Rockinghorse.charity
Instagram: @Rockinghorse67
We also have a new TikTok account which we aim to grow by sharing video content throughout the course of our 2025-2030 strategic cycle.
When and why we post
We post every weekday on all of these platforms with a range of different messaging to highlight our work. This includes:
• General awareness of our brand – sharing who we are, what we do, and why we do it
• Call to action - encouraging people to donate, volunteer, sign up to events and fundraise for us
• Impact – demonstrating how our work has had a positive impact on children, families and NHS healthcare professionals
• Feedback - telling people the difference their support has made through project funding, feedback and case studies
We occasionally post in the evening and at weekends (e.g. if we want to highlight an event while it’s happening) but generally it’s Monday to Friday, between 9.00am and 6.00pm.
How you can help
There are a few things you can do to support us, by extending our reach and raising awareness and income:
• Follow our social media accounts - by following Rockinghorse accounts, our posts will appear in your social media feeds
• Engage with our posts - you can like, comment, and share our posts on your personal and/or professional profiles
• Share relevant content - share our content with your network and followers to make more people aware of our work
Things to consider
There are a few important things to remember in relation to using social media to promote our work.
Flexibility
We recognise that not everyone engages with social media, or if you do, you may only use one or two platforms. That’s absolutely fine; there’s no pressure to get involved.
Training
If you want to engage more with social media but don’t feel confident, just let us know and we can give you some pointers and training.
Tone
Whenever you comment, re-post or write something related to Rockinghorse, remember that you’re representing us, so please be mindful about the language and tone you use.
Content
As a volunteer, you’re an ambassador for Rockinghorse. Any interactions with our posts on social media should reflect our values and not include anything controversial or offensive.
Check
Before you click the ‘post’ button, have a read through of what you have written, checking for spelling mistakes and typos.
Tag
If you want to post about us independently, please be sure to tag us in on whatever platform you use, using the Rockinghorse handles earlier in the document.
Policies and Procedures Volunteer Management Policy
Purpose of this policy
This policy provides a set of guidelines to ensure good practice when recruiting, onboarding, working with, managing and supporting volunteers.
Our employees and stakeholders recognise the unique role that volunteers play in helping us to raise awareness, secure funding, and champion children’s health and wellbeing in our community. We value our volunteers, support them throughout their journey with us, and offer them the opportunity to experience the world of charity work, while developing their skills.
Who this policy applies to
This policy applies to all volunteers, and the staff and stakeholders working with them.
The Policy
Equality, equity, diversity and inclusion
Rockinghorse is committed to embracing diversity and promoting equality, equity, and inclusion. We strive to ensure that everyone is welcomed into our organisation and feels comfortable and safe to bring their whole self to our volunteering community.
When representing Rockinghorse in any capacity, we expect our volunteers to wholeheartedly support the charity’s commitment to maintaining and promoting equality.
Recruitment and selection
As an employer and engager of volunteers, Rockinghorse is committed to a policy of equal opportunities. All potential volunteers, howsoever they initially approach the Rockinghorse team, will be asked to apply via a fair, transparent and structured process, depending on the role they are interested in holding.
Details of the process per role are outlined in the table below.
to Rockinghorse and key processes
- Role-specific
- Office and WFH health and safety
- Intro to Rockinghorse and key processes
- Hospital tour of The
-
Trust mandates multiple e-learning modules
- Intro to Rockinghorse and key processes
- Trauma-informed working
- Hosptial tour of The Alex
Volunteers are recruited from all sections of the community, via several sources including via the charity’s website, social media platforms and in partnership with local organisations. Recruitment will be overseen by the Volunteer Coordinator.
Rockinghorse is committed to ensuring that the work of our volunteers complements the work of paid staff and that volunteers will not be used as a substitute for paid workers. All volunteer roles with Rockinghorse are unpaid, with reasonable expenses being reimbursed in line with the “Expenses” section of this policy.
Induction and training
The Volunteer Coordinator, or a nominated staff member, will prepare and deliver an induction session covering the following:
• An introduction to Rockinghorse including information about our vision, mission, brand, values and future plans
• The role of our volunteer community and duties of the volunteer role in question
• Expectations of our volunteers and our Memorandum of Understanding*
• Essential procedures such as safeguarding, health & safety, data privacy and how to communicate with our team
• Where possible, an office orientation and introduction to staff
• Provisions for role-specific training, development, support and supervision
*As part of the onboarding process, volunteers are asked to read and sign a Memorandum of Understanding, outlining the charity’s expectations and detailing how the two parties will work together.
Support, feedback and problem solving
The Volunteer Coordinator will usually remain the volunteer’s key contact throughout their time with Rockinghorse and will offer ongoing support along the way. Support may include checking in with general wellbeing questions, asking for feedback on a regular basis, and facilitating peer support within the volunteer community.
We hope that our volunteers will have an enjoyable experience volunteering with Rockinghorse, however, we recognise that problems may sometimes arise, and we aim to identify and resolve any such problems at the earliest possible stage.
If a volunteer feels their role or experience is not meeting their expectations, they should discuss their concerns with the Volunteer Coordinator in the first instance. If the issue in question is about the Volunteer Coordinator, or they do not feel that the issues are being handled adequately, they should raise their concerns with the Head of Finance and Operations.
Likewise, if the volunteer is not meeting Rockinghorse’s expectations, the charity will raise this with the individual and have an open, two-way discussion about how the concerns will be addressed.
If you wish to report a breach of our Volunteer MOU, or would like to share a serious concern, please refer to the Complaints and Concerns Process on page 36 of this Handbook.
Expenses
Volunteers will be reimbursed for reasonable out-of-pocket expenses such as, for example, standard class travel or mileage to and from an event. In order to claim expenses, volunteers are required to complete an expenses form, attaching valid receipts, which should be submitted to the Volunteer Coordinator for processing.
The Volunteer Coordinator will validate the claim and in turn submit this to the Head of Finance & Operations for sign-off and payment.
If you are unsure as to whether your expense claim would be deemed “reasonable”, we encourage you to seek sign-off from the Volunteer Coordinator in advance, so that you are not left out of pocket.
Volunteers are expected to adhere to the same confidentiality guidelines as paid staff, which will be shared during the induction process and via the Volunteer Handbook. Such guidelines will include data protection procedures, the use of social media and how to approach any contact with the media.
Insurance and Health and Safety
Rockinghorse has a valid insurance policy which ensures that volunteers are covered by public liability insurance. Volunteers will be required to familiarise themselves with our Health and Safety Policy and procedures during their induction.
Minimum age for volunteering
We are open to recruiting volunteers between the ages of 16 and 18 into most voluntary roles, however we may ask for written permission from a parent or guardian, and we reserve the right to carry out additional checks and risk assessments, to ensure that younger volunteers are supported appropriately.
We cannot, however, accommodate under-18s as Event Volunteers unless this is agreed with Head Office in advance, and individuals are accompanied by a responsible adult.
Unfortunately, we do not currently have the infrastructure in place to support volunteers under the age of 16, unless they are accompanied by a parent or guardian. This must be discussed and agreed in advance with the Volunteer Coordinator, on a case-by-case basis.
Individuals under the age of 16 are welcome to apply for a work experience placement with Rockinghorse. Please refer to the Work Experience Policy on page 38 of this Handbook for further details.
Ways of working
Who is covered by this policy?
Purpose of this policy
This policy outlines Rockinghorse’s expectations on how volunteers will interact with our organisation, team and stakeholders on a day-to-day basis.
Who this policy applies to
This policy applies to all volunteers.
The
Policy Behaviour
In line with our Volunteer MOU, we expect our volunteers to:
• Adhere to our key policies and procedures
• Treat fellow volunteers, staff and community members with respect
• Be punctual and reliable for agreed shifts
• Let us know if plans change and you can’t keep to a commitment
• Communicate with us, share any concerns and provide honest feedback
• Maintain appropriate boundaries
• Represent our organisation in a positive light – always
Dress code
Our dress code is gender-neutral and we’re respectful of your right to celebrate your individuality. We ask that volunteers dress appropriately, in a way that reflects our ethos, values and image, and gives the impression that they care about their appearance.
We expect individuals to use their common sense in line with this policy, for example by avoiding clothing with slogans or pictures that could be deemed offensive, footwear such as flipflops that could be unsafe in certain environments or revealing attire that may make others feel uncomfortable.
On certain occasions, Rockinghorse may request that volunteers wear specific clothing, for example, everyone in black for a special evening event, or everyone in branded t-shirts or hoodies for challenge events. We may also request that you wear a volunteer badge or lanyard when you’re representing us at external events.
What to do if you fall sick or can’t attend
We understand that sometimes life happens. You may feel unwell prior to an event, or something unexpected or unavoidable may come up when you’re due to be volunteering. If you’re no longer able to attend an agreed shift, please let us know as soon as possible. You can refer to the “Contacting HQ” section on page 11 of this Handbook for details of how to reach us.
This will enable us to notify the necessary people, support the remaining team, and try to make alternative plans.
We have a duty of care for you, but also for everyone else in our team and volunteer community, so please don’t attend indoor events or come to the office (and certainly not to any healthcare settings) if you feel like you may have a virus or illness that others could catch. Thank you for your understanding on this important point.
Use of charity equipment
We expect volunteers to take good care of charity property, resources and equipment.
Sometimes, volunteers will be asked to collect items such as collection buckets or payment processing machines (“Square Readers”) in advance of an event. Branded merchandise and tech items carry a significant cost, so we ask that you keep them safe and handle them with care.
We ask that you:
• Use items only for their intended purpose and in line with any training or guidance you’ve been given
• Treat all property with respect so it’s safe and available for everyone
• Don’t remove property from our premises unless you’ve been given prior permission to do so
• Report any faults, damage, loss, or safety concerns straight away to the Volunteer Coordinator (we understand that accidents can happen!)
• Report stolen equipment to the police and provide Rockinghorse with a crime reference number
Gifting and hospitality
We are committed to making sure that everything we do is fair, transparent, and in the best interests of the people we support, so care and due diligence should always be exercised in relation to the receipt of gifts and hospitality from our partners.
To protect both you and the organisation:
• Do not offer, request or accept gifts*, money, or hospitality from service users, their families, or external partners, unless signed off in advance with the Volunteer Coordinator
• Check with us if you are ever unsure about whether it’s appropriate to accept something, so we can avoid misunderstandings and make sure our organisation is always seen as open, trustworthy, and professional
*Small, low-value tokens of appreciation like thank you cards, or sweet treats are ok.
Working from home
Once Office Volunteers are established, some volunteering tasks can potentially be done from home. We understand that home working supports flexibility and enables volunteers to balance personal commitments with the desire to support Rockinghorse. If you’d like to work remotely, this must be agreed in advance with the Volunteer Coordinator.
To ensure that home working is effective, safe and secure:
• Our IT partners, Trident, will make sure your device is set up with the right protections before you begin
• Make sure you have a suitable space at home where you can work comfortably and without unnecessary distractions
• Let us know if you run into any problems with your device, connection, or workload
When working from home, please take extra care to keep information safe by:
• Not leaving documents, emails, or systems open where others can see them
• Keeping any physical papers secure
• Ensuring conversations about sensitive matters can’t be overheard
• Always following our Data Protection procedures
Equality, equity, diversity and inclusion (EEDI) in practice
Rockinghorse is committed to embracing diversity and promoting equality, equity, and inclusion. We strive to ensure that everyone is welcomed into our organisation and feels comfortable and safe to bring their whole self to our volunteering community.
When representing Rockinghorse in any capacity, we expect our volunteers to wholeheartedly support the charity’s commitment to maintaining and promoting a culture of inclusion.
We are committed to preventing unlawful discrimination, harassment victimisation, and other conduct prohibited by the Equality Act 2010.
We will not discriminate on grounds of age, disability, sex, gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including nationality, ethnic or national origin), religion or belief, sexual orientation, or contractual status.
These key principles apply to all those who work for or wish to work for Rockinghorse as a paid employee or as a volunteer, as well as to our interactions with service users, clients, visitors, beneficiaries, and other members of the public.
With specific reference to our volunteer community, we will implement this policy by:
• Maintaining policies and procedures that are fair and equal in their treatment of all volunteers, regardless of any protected characteristic
• Providing training for volunteers so they understand our commitment to EEDI, and the standards expected
• Maintaining a culture of zero tolerance towards bullying and harassment, where allegations of such behaviour are fully investigated, and necessary and appropriate action is taken in response
• Following recruitment procedures that are fair, open and prevent discrimination, whilst striving to create a volunteer community that reflects the diversity of our society
• Making reasonable adjustments to support volunteers with special requirements wherever possible, so they can participate fully and effectively
• Ensuring that any potential impacts on EEDI are considered in new projects and services which are delivered by the charity, and that identifying and addressing these risks becomes a ‘normal’ part of our work
• Ensuring that communications and engagement, both within Rockinghorse and with outside organisations and members of the public, are considerate of EEDI best practice
Wellbeing and Self-care
Volunteering should be a positive and enjoyable experience, and we want you to feel supported during your time with us. Here are a few of the steps we have in place to keep you safe:
• During the onboarding process, we invite new volunteers to share the details of any special requirements, medical conditions or medications that we should be aware of
• We encourage volunteers to take breaks during shifts as needed – we never want you to feel pressured to do more than you can manage
• We regularly ask for feedback, so you have opportunities to let us know if you’re overwhelmed, uncomfortable, or unsure about something
• We’ll do our best to adjust your role or schedule if your health or personal circumstances change
Above all, please remember that we have an “open door” policy, so you can reach out to the Volunteer Coordinator or another member of the team, if you’d like to talk.
Stepping back, stepping down
We understand that life can change suddenly, and unexpected challenges can arise. If you ever need to pause volunteering, please let us know so we can ensure a smooth handover. We’ll also agree a timeframe for us to reach out, review how you’re doing, and see if you’re feeling ready to restart your duties.
If at any stage you feel like it’s time to stop volunteering for Rockinghorse, again, please just let us know. We may ask you to complete a simple feedback survey, so we can keep learning and tailoring our offering for maximum impact, and to give you an opportunity to reflect on your time with the organisation. We’d also welcome the chance to thank you properly for your contributions!
Safeguarding and Signposting
Purpose of this policy
This policy outlines how Rockinghorse will keep our volunteers and stakeholders safe and clarifies our procedures and expectations in case of a safeguarding situation.
We are committed to creating a safe, supportive environment for everyone involved in our work. This policy explains how volunteers should respond if they have concerns about someone’s safety or wellbeing, and how to direct people to further help, in an appropriate way, when needed.
Who this policy applies to
This policy applies to all volunteers and anyone representing our organisation.
The Policy
Rockinghorse believes that everyone has the right to be safe from harm, neglect, and abuse. We are committed to taking all concerns seriously, acting in line with our safeguarding procedures, and equipping our volunteers with the information they need to respond appropriately.
If you would like to see the full version of our Safeguarding Policy for staff and stakeholders, please let your Volunteer Coordinator know.
Recognising concerns
A safeguarding concern may arise from:
• Something you see or hear
• Something that someone else tells you
• Changes in someone’s behaviour or appearance
A safeguarding concern might be about:
• A child or young person under 18
• An adult at risk (due to age, illness, disability, or vulnerability)
• Situations involving physical, emotional, sexual, or financial harm
What to do if you have a concern
It is not expected, or deemed appropriate, that volunteers should investigate a safeguarding concern; your role is to recognise, respond, and report.
Recognise
Be aware of what’s going on around you and stay alert to signs of harm or distress.
Respond
If someone discloses something to you, listen calmly, avoid asking leading questions, refrain from giving personal opinions or advice, and don’t promise confidentiality. Instead, thank them for sharing with you, and explain that you may need to share the information with someone who can help.
Report
Pass the information to the organisation’s Designated Safeguarding Lead (DSL) or Designated Safeguarding Officer (DSO) as quickly as you can.
• DSL: Donna Holland, CEO – donna@rockinghorse.org.uk
• DSO: Fran Masey O’Neill, Projects Manager – fran@rockinghorse.org.uk
As part of this step, you will be asked to write down exactly what was said or observed, using the person’s own words where possible, along with the date, time, and your name.
Immediate danger
If someone is in immediate danger, call 999 or the local emergency number straight away, then inform the DSL or DSO.
Signposting to further support
From time to time, our volunteers may meet someone who needs help beyond what we can provide. In this case - providing they are not in immediate danger - you can offer details of trusted local or national support services, such as:
• Childline – 0800 1111 – childline.org.uk
• NSPCC Helpline – 0808 800 5000 – nspcc.org.uk
• Samaritans – 116 123 – samaritans.org
• National Domestic Abuse Helpline – 0808 2000 247 –nationaldahelpline.org.uk
Safeguarding concerns are shared only with those who need to know, in order to protect the person at risk. Volunteers should never discuss concerns casually with others.
Training and monitoring
All volunteers will receive basic safeguarding awareness training as part of their induction and will be updated on any changes to our safeguarding procedures. This policy will be reviewed annually, or sooner if there are changes to safeguarding legislation or best practice.
Health and Safety
Purpose of this policy
This policy outlines the steps that Rockinghorse will take to keep volunteers safe and clarifies the role that you play in preserving your own health and safety, as well as that of the people around you.
Who this policy applies to
This policy applies to all volunteers and anyone representing our organisation.
The Policy
The Rockinghorse HQ team will make sure that you have the information, support, and equipment you need to carry out your role safely. However, it’s important to remember that we all have a part to play in keeping our events, office premises and spaces safe and welcoming.
As a volunteer, we ask that you:
• Take care of your own wellbeing and look out for others, too
• Always follow the health and safety guidance shared with you during your induction and via any subsequent training
• Use equipment and facilities safely and only as instructed
• Report any accidents, “near misses”, hazards, or unsafe conditions straight away to the Volunteer Coordinator
• Never do anything you feel is unsafe or beyond your strength, remit or training
• Always ask a member of the Rockinghorse team if you are unsure
Data Privacy Policy for Voiunteers
Purpose of this policy
This policy explains how Rockinghorse collects, uses and discloses information about individuals who engage with us.
The policy details the personal information that we collect about our supporters, donors, fundraisers, volunteers, advocates and other individuals who support the charitable aims of the organisation, whether online, via phone, mobile, email, letter, or in person. It also outlines an individual’s rights in relation to this data.
By providing us with your personal details, you will be agreeing to your own data being used in the ways described in this notice.
Who this policy applies to
This policy applies to all Rockinghorse volunteers, work experience participants and supporters.
The Policy
Collecting your personal information
Personal information is information that can be used to identify you. Rockinghorse may request from you, and process, the following personal information:
• Name
• Email address
• Postal address
• Telephone and/or mobile number
• Information relating to a specific activity, e.g. medication, emergency contact details, date of birth
Processing of personal information and legal basis
Rockinghorse will only process personal information in the following instances:
• For administration purposes
• To provide you with any specific information you have requested
• To update you about the charity via a direct mailing about any projects or appeals which may be of interest to you
• To send you regular communications via email which you have opted in to receive
• To invite you to participate in research or surveys
• To analyse and improve the services we offer
• To process any donation(s) we receive from you
• Where it is required or authorised by law
The legal basis for this processing is that you have agreed to volunteer for and/or support us in one or more capacity.
Keeping your information up to date
Please let us know if you would like us to amend any of the details we have on record, to ensure we have the most up to date information.
We will regularly clean our data to ensure we are adhering to the relevant legislation on an ongoing basis.
Information sharing
Rockinghorse will never share, sell or swap your information with any third party for their own marketing purposes, or for the monetising of your data.
We may disclose your personal information to a third-party if we are under a duty to disclose your personal data in order to comply with any legal obligation (for example to government bodies and law enforcement agencies) or in order to enforce or apply our rights (including in relation to our website or other applicable terms and conditions) or to protect Rockinghorse, for example, in cases of suspect fraud or defamation.
Our website contains links to other websites. When you are moving to another site which collects personal information, you should always read the privacy policy relating to that website.
Under 18’s
We are committed to protecting the privacy of the young people who engage with us.
When we collect data about a child or young person aged under 18, we will make it very clear as to the reasons for collecting this data and how it will be used, and we may request consent from a parent or guardian prior to the data being shared.
Securing your information
Rockinghorse will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. Data is held on a secure server.
Unfortunately, the transmission of information is not completely secure. Although we employ security measures to protect the information provided by you, the charity cannot guarantee the security of your data transmitted to our site and any transmission is at your own risk. Once we have received your information, we will use appropriate security procedures and features aimed at preventing any unauthorised access, unlawful processing, accidental loss, destruction or damage.
Retention of personal information
We will retain your personal information in line with the relevant legislation, on an ongoing basis.
If you request to receive no further information from us, we will add parameters to ensure we do not contact you in future.
Your rights in relation to your personal information
You have the following rights in relation to the personal information that we collect and process:
• The right to be informed – you have the right to understand what data we are processing and the reasons for so doing.
• The right of access – you have the right to make a Data Subject Access Request (DSAR) asking for information about, or copies of, the information we hold and the way it is being used. A DSAR can be submitted by email (hello@rockinghorse.org.uk ) or in writing (Rockinghorse Children’s Charity, Freedom Works, 3rd Floor Bart’s House, Black Lion Street, Brighton, BN1 1JE).
• The right to rectification – you can request an update to the information we hold about you, if it is incorrect.
• The right to erasure – you can request the deletion or removal of personal information where there is no compelling reason for its continued processing.
• The right to restrict processing – you can request that we stop any processing if the information we are processing is incorrect.
• The right to data portability – you can request that your personal information be exported in a universal format so it can be imported into another system.
• The right to object – to processing relating to marketing and profiling.
• The right not to be subject to automated decision-making - including profiling, which we may use to ensure communications are relevant and timely.
• The right to lodge a complaint - with the Information Commissioner’s Office: http://ico.org.uk.
Our website
By using www.rockinghorse.org.uk you are consenting to the collection, use and transfer of the information that you provide to us, in accordance with the terms of this policy and the Privacy Policy on the site: https://www.rockinghorse.org.uk/privacy/
Cookies
Please refer to the Cookie policy on our website for details: https://www.rockinghorse.org.uk/cookies/
Photographs and video content
Photographs, video and/or audio recorded at fundraising events may be used in posters, advertisements, newspapers, magazines, videos and/or other promotional material including websites, either now or in the future. All photos, video or audio will be used to promote Rockinghorse and help us to raise more money for the hospital.
If you would like to opt out of the above, please inform the Volunteer Coordinator prior to the event, and also make yourself known to the designated photographer or videographer on the day.
For individuals under 18 years of age, permission will be sought from a parent or guardian via a consent form, before the child or young person is photographed and/or filmed.
Complaints and Concerns Process
Purpose of this policy
This policy clarifies the process that volunteers should follow if they wish to report a complaint or concern.
Who this policy applies to
This policy applies to all volunteers.
The Policy
STEP 1 – Talk to us informally
Where possible, we encourage you to raise concerns directly with the person involved, or with your Volunteer Coordinator. In our experience, things can often be sorted quickly through a calm and respectful conversation.
STEP 2 – Make a formal complaint
If you feel the issue hasn’t been resolved informally, or it’s too serious to approach in that way, you can submit your complaint via email to our Head of Finance & Operations, Nicki King: nicki@rockinghorse.org.uk
Please include the following information:
• What happened, when, and where
• Who was involved
• How it has affected you
• What you would like to see happen
Your complaint will be acknowledged within 10 working days, and you will be informed of the proposed next steps.
STEP 3 – Investigation
A senior staff member (someone who is not involved in the issue) will investigate the matter. They may ask to speak to you and anyone else involved, and they will review any relevant information.
The investigation will be completed within 20 working days where practicable and possible, though this may be extended if the matter is complex.
STEP 4 – Outcome
The outcome of the investigation will be shared with you in writing. If your complaint is upheld, the investigator will explain what action will be taken. If not, they will explain why.
STEP 5 – Appeal
If you are unhappy with the outcome, you can appeal via email to our CEO, Donna Holland within five working days of receiving the decision: donna@ rockinghorse.org.uk. The appeal will be reviewed either by her, or by someone in a senior position, who has not previously been involved in the case.
Our commitments to you
• We will handle your complaint with sensitivity and keep details private, sharing information only with those who need to know, in order to resolve the matter
• We will not tolerate retaliation against anyone who makes a complaint in good faith
• Raising a concern will not affect your right to volunteer with us
What good looks like
Three pillars of good practice:
Work Experience Policy
Purpose of this policy
This policy outlines how Rockinghorse will approach work experience placements, to give people a chance to learn, develop skills, and gain insight into our work. This policy sets out how we manage work experience opportunities to ensure they are safe, structured, meaningful, and mutually beneficial.
Who this policy applies to
Anyone undertaking an unpaid work experience placement with our organisation, and the staff and volunteers involved in supporting work experience participants.
The Policy
Work experience opportunities with Rockinghorse are available on a caseby-case basis for students through schools, colleges, or training providers, and adults seeking to develop new skills or re-enter the workplace. Where required, our Volunteer Coordinator will work in partnership with the referring school, college, or agency to agree on arrangements.
Placements are usually agreed in advance for a fixed period and will be tailored to the participant’s needs and availability.
For all work experience placements, we are committed to:
• Providing a safe and supportive environment
• Offering meaningful tasks that build skills and confidence
• Ensuring clear information, guidance and supervision throughout the placement
• Treating work experience participants with the same respect as our volunteers and staff
Work experience participants are expected to:
• Follow our policies and procedures, and abide by reasonable instructions from their supervisor
• Treat others with respect and professionalism
• Attend shifts as agreed and notify us promptly if unable to attend
Supervision and support
Each participant will have a named supervisor who is their main point of contact (either the Volunteer Coordinator or another member of the Rockinghorse team).
A provisional schedule will be mapped out prior to the placement, assigned tasks will be explained clearly, and training will be provided where needed. The main point of contact will check in with the participant regularly to see how things are going, seek feedback, and address any issues as they are raised.
Health and Safety
All work experience participants are covered by our public liability insurance for the duration of their placement and must adhere to our standard health and safety and fire risk procedures. The appropriate risk assessments will be carried out accordingly. Participants will receive a brief induction covering safety, safeguarding, and relevant policies during their first day with us.
Safeguarding
If the participant is under 18 or is considered an adult at risk, safeguarding measures will be followed in line with our Safeguarding Policy.
Feedback and learning
At the end of the placement, we will offer feedback on performance and progress. We will also invite feedback from the participant by way of a simple questionnaire, to help us improve future placements.
In the unlikely event that concerns arise about conduct, attendance, or suitability for tasks, the main point of contact will meet with the participant for an open and honest discussion, and to decide next steps. Serious concerns will be escalated to the referring organisation where relevant, and in very rare cases, placements may be ended early.
A final thought
This Volunteer Handbook is here as a guide, but the heart of volunteering is in the relationships you build, the moments you share, and the difference you make. We’re so glad you’re here.
Welcome aboard... let’s get started!
