WELCOME TO THE TEAM!
Welcome to the City of Port Coquitlam volunteer team! As a volunteer, you are a part of a special group of people who make a valuable contribution to our community by sharing your time and skills.
This manual provides you with the basic information needed to volunteer with us. Please read it carefully, but don’t hesitate to ask your supervisor any questions it doesn’t answer. Because many of our programs depend on volunteers, your success is our success.
ABOUT THE CITY OF PORT COQUITLAM CITY VISION
Port Coquitlam is a happy, vibrant, safe community with healthy, engaged residents and thriving businesses, supported by sustainable resources and services.
RECREATION MISSION RECREATION VALUES
We provide inclusive recreation and culture experiences to support a healthy, engaged community.
VOLUNTEERING FOR THE CITY
VOLUNTEER PHILOSOPHY
Volunteers play an essential role in delivering high quality recreation and community programs and in doing so, help to create a healthy, vibrant and caring community.
The City of Port Coquitlam strives to create meaningful volunteer opportunities that engage participants, foster leadership skills and build community connections.
DEFINITION OF A VOLUNTEER
A volunteer is any person who is accepted by the City and provides a non-compensated service to the City of Port Coquitlam.
INNOVATION INCLU SION COMM UNITY COLLAB ORATION INTE G RITY
VOLUNTEER POLICY
Only an authorized representative of the City, who will normally be the Volunteer Program Supervisor, may give notice of acceptance or appointment to a volunteer opportunity. No person shall begin volunteer activities until they have been officially accepted for that opportunity and have completed all necessary screening and paperwork.
WHAT YOU CAN EXPECT AS A VOLUNTEER:
• To receive a clear, specific volunteer opportunity description and appropriate assignments.
• To receive orientation, training, and supervision for the position you accept and know why you are being asked to do a particular task.
• To be given regular feedback on your performance.
• To be given appropriate formal and informal expressions of appreciation and recognition.
• That your individual rights will be respected.
WHAT WE EXPECT FROM YOU:
• Know your duties and how to do them promptly, correctly and pleasantly.
• Cooperate with City staff and your fellow volunteers with respect and integrity and display a positive attitude.
• Follow the guidelines outlined in the Volunteer Handbook.
• Take advantage of opportunities for personal development offered to you.
• That all volunteers will be treated with courtesy and consideration.
• To be able to discuss any issues with your supervisor and receive prompt attention to any concerns that may arise.
• That your volunteer record will be kept confidential and will document your volunteer experience including positions held, training, evaluations and commendations.
We are dedicated to providing an environment where you can discuss any problem or ask any question of your supervisor or other City staff (if appropriate).
We welcome your suggestions to improve the quality of our City services and the volunteer experience at the City of Port Coquitlam. Please voice your opinions to your supervisor or the Volunteer Program Supervisor.
FOUR STEPS TO BECOMING A VOLUNTEER
1 2 3
Application Form
Submit important information such as contact and availability information, interests, emergency contact, medical information and relevant previous experience relevant.
Intake Interview
All volunteers must attend an intake interview before being assigned or appointed to a role. During the interview, staff will ask you further questions to ensure a good fit with your area of interest, confirm the information provided on your application form, answer any questions you may have and may provide information on additional volunteer opportunities.
Reference Checks
Volunteers are expected to provide relevant employment or personal references with their application, in the form of reference letters or contact information (phone or email).
Volunteers under the age of 19 must also provide the written consent of a parent or guardian.
4
Criminal Record Check
After a successful intake interview, all volunteers must complete a Criminal Record Search Request Form and return it to the City’s Human Resources Department.
If at any point the City determines an applicant does not meet the necessary requirements, the City may refer you to other opportunities or decline your application.
Volunteer Re-screening: When there is a break of more than one year in your volunteer service, you will be rescreened, including a criminal record check, before you are placed in a position.
VOLUNTEER OPPORTUNITIES
Recreation & Culture offers a variety of volunteer opportunities across several program areas, including:
• Adult & Senior Services
• Aquatics
• Arts & Culture
• Children Services
• Leisure Buddies
• PoCo Youth Crew
• Skating & Bike Programs
• Special Events
• Youth Services
All volunteers will be provided with a Volunteer Opportunity Description that includes:
• Name or title of role
• Volunteer duties
• Shift date, time and location
• Working conditions
• Length of commitment
• Dress code
• Skills, experience and qualifications (required and desired)
• Staff contact
Please only sign up for opportunities for which you are qualified and can meet the required commitment. If you have any questions, contact the staff contact listed on the Volunteer Opportunity Description.
ORIENTATION
Group Volunteer Orientations are offered seasonally for most program areas and are posted on MyVolunteerPage. com for approved volunteers to sign up.
If you are unable to attend a scheduled orientation, or if an orientation is cancelled due to low registration, please connect with Volunteer Services to make alternative arrangements.
SUPERVISION
Your supervisor will usually be either a Recreation Program Assistant or Recreation Leader at the facility where you volunteer. They will usually assist with your orientation and training, set up your volunteer assignment, and introduce you to the instructor/staff person(s) you will work with. Please go to your supervisor with any questions, comments, problems or concerns.
If you are uncomfortable approaching your supervisor, contact the Volunteer Program Supervisor.
REFERENCES
The City of Port Coquitlam is happy to provide references on the following basis:
• Written reference letter outlining the volunteer’s experience and strengths: minimum 25 hours of volunteer experience required.
• Confirmation of volunteer hours for schools: no minimum hour requirement.
Whenever possible, please provide at least 7 days’ notice when requesting a reference.
References rely on information from previous assignments on MyVolunteerPage.com and activity recorded in the Hours Log. Please ensure this information is accurate before requesting your reference.
We take safety seriously, and expect our staff and volunteers to take it seriously too.
Safety is the top priority in planning and performing all volunteer activities. Volunteers who risk the health or safety of themselves or anyone else will be immediately dismissed.
SAFETY
INJURIES AND RISKS
Please report all injuries to your supervisor immediately, as well as anything that needs repair or is a safety hazard. Injured volunteers will be asked to complete an incident
EMERGENCIES AND EVACUATIONS
The public expects City volunteers to be safety conscious and knowledgeable about emergency procedures, and may look to you for direction during an emergency such as fire, earthquake or a medical emergency.
What to do in an emergency (or potential emergency):
• Turn immediately to the nearest City staff member for guidance – they are trained and know what to do, and timing will be critical.
• If there is no staff member at the activity, notify the person in charge.
• City staff will instruct you in how to proceed and determine if 911 needs to be called.
If there is a medical emergency or lives are at risk and you cannot immediately locate a staff person, call 911 and do what you can to help.
Prepare yourself in advance:
You will be able to assist staff more effectively during emergencies if you learn the City’s emergency response procedures. Ask your supervisor to review this information with you.
report to ensure that proper follow-up and insurance coverage if necessary.
Before you start your volunteer shift, be familiar with the locations of:
• All exits at the facility where you are working
• All fire alarm pulls and fire extinguishers and how to use them
• First Aid Kit locations
• Public telephones and battery-operated lights
If you have any safety concerns about the facility, activities or individuals (staff, volunteers or customers), bring them up immediately with your supervisor or the Volunteer Program Supervisor.
STANDARDS OF CONDUCT
ABSENCES AND TARDINESS
You are expected to be reliable and punctual, just as you would for a paid job. Our programs rely on volunteer support, so if you don’t show up or are late, you are letting your fellow volunteers, staff and customers down.
If you know you will have to miss a shift or be late, you are expected to contact your supervisor as early as possible.
ATTENDANCE
Volunteers must sign in and out during each shift, using either the sign-in book at the location or an attendance log you have been provided. These records:
• Are used to confirm and approve your volunteer hours on MyVolunteerPage.com.
• Ensure you are accounted for in the case of an emergency evacuation.
• Ensure you are covered by the City’s Volunteer Accident Insurance in case of an injury.
CONFIDENTIAL INFORMATION
If you are exposed to proprietary or privileged information while volunteering, you are required to keep it confidential. This applies to any information involving a City employee, volunteer, or business involved with the City.
• If someone outside the City or your department questions you about confidential information, and you are unsure if you can share it with them, politely refer them to your supervisor.
• All media requests should be directed to your supervisor to be passed on to the City’s Communications team.
• No volunteer is permitted to remove or copy any City records, reports or documents without prior approval.
Volunteers who disclose confidential information will be immediately dismissed.
CUSTOMER RELATIONS
As a volunteer, be aware that you are an ambassador for the City and its programs. Some ways you can make a good impression for the City and yourself include:
• Acknowledge patrons when they arrive. Smile and make them feel welcome.
• Make eye contact with others, speak clearly, and try to give people your full attention. Be aware of your body language and tone.
• Avoid making negative comments about other people or the City.
• Follow up on requests promptly. If you are asked a question you’re unable to answer, refer the person to City staff for more information.
• Recognize participants’ accomplishments with sincerity –everyone thrives on positive feedback.
• Have fun! Take pride in your volunteer service and enjoy doing your best.
DRESS CODE AND IDENTIFICATION
Volunteers are expected to be neat, clean and dressed appropriately for their role and activity. Your Volunteer Opportunity Description will outline any dress code requirements – volunteers who don’t adhere to them may be sent home and will not be credited for their shift.
You will receive a volunteer ID badge and are required to wear it during all shifts. Never allow another person to use it. If you stop volunteering with the City, you will be required to return your volunteer t-shirt and ID badge to your supervisor.
DISCIPLINARY ACTION AND DISMISSAL
Volunteers who do not follow the City’s rules and procedures or who fail to satisfactorily perform their duties may be subject to one or all of the following:
• Informal or formal feedback from a supervisor
• Meeting with the Volunteer Program Supervisor
• Enrolment in a Volunteer Performance Improvement Plan
• Removal from a specific volunteer opportunity
• Dismissal from the volunteer program
Grounds for immediate dismissal include:
• Theft, including unauthorized use of City property.
• Posing a health or safety risk to yourself or others.
• Disclosing confidential City information.
The City will not tolerate or condone workplace bullying, discrimination, or harassment of any kind.
RESPECTFUL WORKPLACE
All staff and volunteers have a shared obligation for creating a respectful, safe, and supportive work environment, and are subject to the City’s Respectful Workplace Policy (Policy # 9.35).
If you become aware of harassment or discrimination, whether by witnessing the incident or being told of it, you must report it to your supervisor or another staff person. The City is obligated by law to take prompt and appropriate action on these matters.
Please see the Respectful Workplace Policy on MyVolunteerPage.com for more information.
SOLICITATION
You will have the opportunity to meet numerous staff, patrons, families and fellow volunteers during your time as a City volunteer. You must never solicit these contacts for your personal gain (e.g. a business) or for a personal charitable or other cause.
THEFT
Theft of any type will not be tolerated. Volunteers found to have made unauthorized use of City services or facilities or taken City property for personal use will be immediately dismissed. If warranted, police will be contacted.
Did you know these activities are considered theft?
• Using City printers or copy machines for personal printing or copying.
• Using City computers for personal use.
• Removing City property from City premises without authorization from your supervisor.
WORKING WITH CHILDREN AND YOUTH (AGES 0-18)
Children may be in our care for several hours at a time, or sometimes up to eight hours a day.
We take a lot of care to ensure we provide the safest possible environment for children and youth, and expect our volunteers to do the same.
As a volunteer, you are expected to:
• Treat all children and young people with the respect and dignity befitting their age.
• Watch your language, tone of voice and body language.
• Learn to manage children without physical discipline.
• Ensure that staff are informed if a child needs to be escorted to a washroom or changeroom.
• Avoid situations that would leave you working alone with a child, unless given express permission by staff.
• Talk to your supervisor or the Volunteer Program Supervisor whenever they have concerns or questions.
You must not:
• Invade a child’s privacy while washing or toileting.
• Play rough physical or sexually provocative games.
• Be sexually suggestive about or to a child or young person, even in fun.
• Touch a child inappropriately or obtrusively.
• Scapegoat, ridicule or reject a child or young person.
• Show favouritism to any one child, person or group.
• Allow a child or young person to involve another adult in excessive attention-seeking that is overtly physical or sexual in nature.
• Give rides to children or young people in the program during program hours (unless the participant is your own child or your supervisor has been made aware of arrangements).
• Share sleeping accommodation with young people.
• Invite a young person to the your home or visit a young person in their home alone.
• Permit abusive peer activities e.g. initiation ceremonies, ridiculing, bullying.
• Allow unknown adults access to children in your care. Visitors should always be accompanied by a known person.
VOLUNTEER AGREEMENT
The Volunteer Handbook will serve as a guide to your service to the City. However, it is not the final word in all cases, and individual circumstances may call for individual attention. Any exceptions should be discussed and pre-authorized by your supervisor.
RECEIPT AND ACKNOWLEDGEMENT OF THE VOLUNTEER HANDBOOK
I understand that the policies, rules and benefits described in the Volunteer Handbook are subject to change at the sole discretion of the City of Port Coquitlam at any time. My signature below indicates that I have read and understand the above statements and have received and read a copy of the handbook.
VOLUNTEER AGREEMENT
The City of Port Coquitlam deeply appreciates the services of volunteers, and will strive to make your volunteer experience here a productive and rewarding one.
The City of Port Coquitlam agrees to accept the services of the undersigned beginning on the date below, and commits to meeting the standards of the volunteer program as outlined in the Volunteer Handbook.
I, the undersigned, agree to serve as a volunteer and commit to performing my duties to the best of my ability and following the standards and guidelines outlined in the Volunteer Handbook.
I understand that:
• My volunteer service can be ended at will, either by me or the City of Port Coquitlam, regardless of the length of my volunteer service.
• Failure to adhere to the rules and the procedures of the City of Port Coquitlam, or failure to satisfactorily perform the duties outlined in a volunteer assignment, is subject to action that may lead to ending of my volunteer service.
• Any actions that pose a risk to the health and/or safety of myself or anyone else may result in an immediate termination of my volunteer service.
If the volunteer is under age 19, a parent/guardian must sign below.