Dcdguivwa resource manual2001

Standard
Section name
Manual
A manual incorporating standards for best practice
in management of volunteer-involving programs
Volunteering Western Australia
Phone: (08) 9420 7288 Fax: (08) 9420 7289
Email: community@volunteer.org.au Website: www.volunteer.org.au
Volunteer
Resource

2
V O L U N T E E R R E S O U R C E M A N U A L 2003 © Volunteering Western Australia
Contents
Introduction 3
Standard One: Policies and Procedures 8
Checklist 8
General information 11
Sample 15
Template 16
Standard Two: Management Responsibility 18
Checklist 18
Samples 26
Standard Three: Recruitment Selection and Orientation 28
Checklist 28
Samples 44
Templates 54
Standard Four: Work and the Workplace 63
Checklist 63
Samples 76
Templates 85
Standard Five: Training and Development 102
Checklist 102
Samples 112
Templates 116
Standard Six: Service Delivery 123
Checklist 124
Samples 126
Standard Seven: Documentation and Records 135
Checklist 135
Samples 145
Templates 147
Standard Eight: Continuous Improvement 149
Checklist 149
Feedback Form 152
Index 153

Introduction
3
Introduction
Volunteering Western Australia has great pleasure in introducing the new Volunteer Resource Manual
that incorporates the last edition of the Volunteer Standards Manual.
This valuable and practical publication is now a living document that will develop in line with future
community needs, leading research, legislative changes and contributions from member organisations
and individuals. Its new presentation in an electronic CD format will allow regular and rapid updates
and changes for the benefit of all users.
Earlier hardcopy editions were developed as distance education packages for members of
Volunteering WA and others seeking to deliver support services to the community. With the ongoing
impacts of the 2001 International Year of Volunteers and the dynamic growth of established, new and
emerging Volunteer Resource Centres across the State, the Volunteer Resource Manual will
complement the development and implementation of organisational policy, planning and procedures.
The past and present commitment of researchers, trainers, managers, committees, coordinators and
community leaders will ensure that strong networks continue to develop quality services and best
practices in both regional and metropolitan areas. Through broad consultation with interested groups at
a national, regional and local level, Volunteering Western Australia is confident that the manual is both
user-friendly and recognises the National Standards for volunteer-involving organisations, produced by
Volunteering Australia and launched during 2001.
The commitment and support of all contributors to the new Volunteer Resource Manual must be fully
recognised. Over many years the shared information and creativity of Volunteer Centres and volunteer-
involving organisations across Australia have led to the development of the acknowledged National
Standards. Within Western Australia itself these standards have been incorporated into a modern
resource that is highly relevant to our diverse community needs, changing demographics and
geographical expanse. Much of the credit for the latest research and production of this CD must go to
the program managers of Volunteering Western Australia, especially the Services Development and
Metropolitan Outreach divisions.
We hope you will find this manual of value and of assistance with the future implementation of best
practice. Please regard it as your resource and we always welcome feedback and practical suggestions
for advancing volunteering for the benefit of the Western Australian community.
Alan Melchert
Executive Director
Volunteering WA

4
Introduction
Acknowledgements
Volunteering WA, incorporated as the Volunteer Centre of Western Australia, acknowledges support
from the Government of Western Australia through the Department for Community Development, the
Commonwealth Department for Family and Community Services, and Lotterywest.
Volunteering Western Australia would like to thank the participants who were involved in the
development of this Volunteer Resource Manual. The following people gave up their time to attend a
consultation on the development of the manual as well as provided samples for the resource manual.
Jumae Atkinson Department of Veterans Affairs
Sandy Beardwood Brightwater Care Group
Jodie Crane Southcare
Joanne Cutten Australian Red Cross
Diane Forrester Rocky Bay
Deb Furnell Kwinana Home Support Service
Jean Garrett-Reed Mercy Community Services
Ann Geling Kwinana Home Support Service
Phylis Hardy Peel Volunteer Resource Centre
Darren Johnston Volunteer Task Force
Jan Mayze Armadale Home Help Service
Sian Owen Volunteer Task Force
Kaye Read Kwinana Home Support Service
Julia Routledge Anglican Homes
Paula Wilkins RAAFA Aviation Museum
John Rea Volunteering WA
Wendy Walters Peel Volunteer Resource Centre
Louise Weaver Volunteering WA
The Volunteer Resource Manual has been prepared by John Rea, Metropolitan Outreach Services
Manager, and Louise Weaver, Services Development Manager, of Volunteering Western Australia.

5
Introduction
How to use this manual
This manual contains eight sections incorporating the National Standards for involving volunteers. To
assist users of the manual to develop their own volunteer systems the Volunteer Resource Manual has
been divided into 3 distinct sections within each standard:
a. a summary of the Standard including a user friendly checklist and general information about the
criteria within the standards
b. samples providing relevant examples developed by managers and coordinators of volunteers
c. templates that can be used and modified for use within your agency.
Volunteering WA is constantly looking for new material for the Volunteer Resource Manual. If you have a
sample or some information that you wish to provide please forward to Volunteering WA.
Introduction to National Standards
The National Standards for Volunteer involvement in Not-for-Profit Organisations represent what
Volunteering Australia regards as best practice in the management of volunteers. The standards have
evolved from consultations and focus groups organised across Australia in 1996-97 and a national
review panel has now been established to guide their ongoing development.
Format of the standards
The standards cover the following aspects of volunteer involvement:
1 Policies and procedures 5 Training and development
2 Management responsibilities 6 Service delivery
3 Recruitment 7 Documentation and records
4 Work and the workplace 8 Continuous improvement
Each standard contains a brief statement that defines the scope of the standard and a set of criteria
accompanies the standard.
Notes to the standards
The standards describe what elements should be part of a best practice system for managing
volunteers. This approach recognises that the needs of organisations involving volunteers vary and that
the design and implementation of a management system must reflect the unique conditions and
circumstances of an organisation.
Uses of the standards
Not-for-profit organisations can use the national standards in a number of ways:
• As an audit tool that provides an overall appreciation of where the organisation is placed with
respect to best management practice for volunteer involvement
• As a guideline or checklist to help identify opportunities for making improvements
• As a framework of reference to assist in planning and establishing a new volunteer service
• As a baseline from which progress in making improvements can be monitored and measured
Adapted from National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001.
This resource manual has been developed using best endeavours. Please advise Volunteering WA if you consider any material unethical or
inappropriate. We will be reviewing the manual regularly and welcome your feedback.

6
Introduction
National Standards for Involving Volunteers in Not for Profit
Organisations
STANDARD 1: Policies and Procedures
An organisation that involves volunteers shall define and document its policies and procedures for
volunteer involvement and ensure that these are understood, implemented and maintained at all levels
of the organisation where volunteers are involved.
STANDARD 2: Management Responsibilities
An organisation that involves volunteers shall ensure that volunteers are managed within a defined
system and by capable personnel with the authority and resources to achieve the organisation’s policy
goals.
STANDARD 3: Recruitment Selection and Orientation
An organisation that involves volunteers shall plan and have clearly documented volunteer recruitment,
selection, and orientation policies and procedures that are consistent with non-discriminatory practices
and guidelines.
STANDARD 4: Work and the Workplace
An organisation that involves volunteers shall clearly specify and control the work of volunteers and
ensure that their place of work is conducive to preserving their health, safety and general well-being.
STANDARD 5: Training and Development
An organisation that involves volunteers shall ensure that volunteers obtain the knowledge, skills,
feedback on work, and the recognition needed to effectively carry out their responsibilities.
STANDARD 6: Service Delivery
An organisation that involves volunteers shall ensure that appropriate processes and procedures are
established and followed for the effective planning, control, and review of all activities relating to the
delivery of services by volunteers.
STANDARD 7: Documentation and Records
An organisation that involves volunteers shall establish a system and have defined procedures to
control all documentation and personnel records that relate to the management of volunteers.
STANDARD 8: Continuous Improvement
An organisation that involves volunteers shall plan and continually review its volunteer management
system to ensure that opportunities to improve the quality of the system are identified and actively
pursued.

Standard
Section name
quote
Standard One
Policies and Procedures
An organisation that involves volunteers shall define
and document its policies and procedures for
volunteer involvement and ensure that these are
understood, implemented and maintained at all levels
of the organisation where volunteers are involved.

8
Acknowledgement to Volunteer Centre of Victoria Information Kit.
This standard is concerned with the organisation clearly setting out its vision, direction and operational
framework for involving volunteers.
What is the intent of this standard?
The intent of this standard is for an organisation to clarify its underlying philosophy for involving
volunteers and establish a policy and procedural framework that will provide direction and structure to
the way volunteers are managed. Within the framework, an organisation should ensure that its practices
are consistent with certain basic principles for involving volunteers. For example, practices should be in
line with the definition and principles of volunteering, the rights and responsibilities of volunteers and
volunteer-involving agencies, the codes of practice and the National Standards.
The standard specifically requires the development of:
• A general policy that commits the organisation to establishing an effective system for managing
volunteers
• Management system policies that state the organisation’s intentions with respect to key elements of
the volunteer management system
• Operational procedures that describe how the policies of the organisation will be accomplished
At each of these levels the standard requires that volunteer policies be (1) defined, (2) documented, (3)
understood by those whom the policies affect, (4) implemented and (5) maintained.
Having developed and implemented these policies and procedures, the standard further states that they
be reviewed at intervals determined by the organisation as appropriate to ensure that they remain
relevant and effective.
Standard 1: Policies and Procedures
An organisation that involves volunteers shall define and document its policies and procedures for
volunteer involvement and ensure that these are understood, implemented and maintained at all
levels of the organisation where volunteers are involved.
Below is a checklist for you to determine how well you are achieving this Standard.
General policy
The organisation has a written general policy for the involvement of volunteers. The policy clearly
states the organisation’s:
• General philosophy on volunteer involvement
• Commitment to establishing and maintaining a quality system for managing volunteers
• Broad objectives for involving volunteers
• Lines of authority and accountability for managing and implementing the quality system
Standard One

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The general volunteer policy affirms the organisation’s compliance with:
• The definition and principles of ‘formal volunteering’
• The rights of volunteers
• The Model Code of Practice for organisations involving volunteers
• The National Standards for involving volunteers in not for profit organisations
• Any recognised standards that may be relevant to the specific functions of the agency
The general volunteer policy is made widely available and understood throughout the entire
organisation.
Management system policies
The organisation has written policies covering key activities of the system for managing volunteers.
Key activities may typically include:
• Developing policies and procedures
• Fulfilling management responsibilities
• Managing the work and workplace of volunteers
• Recruiting volunteers
• Training and developing volunteers
• Managing volunteer delivered services
• Maintaining documentation and record keeping
• Continually improving the management system
The management system policies are:
Consistent with the organisation’s general policy
Simply and clearly stated
Made available to, and understood by, all volunteers
Operating procedures
The organisation has written procedures that support and supplement the policies. Such procedures
may include:
• Policy/procedure development and review
• Management system reviews
• Pre-employment reference checks and/or police checks
• Use of, and access to, confidential personal information
• Use of private motor vehicles and insurance
• Volunteer grievances
• Planning and conducting system audits
• Volunteer recognition
• Volunteer appraisal/feedback
• Volunteer screening, interview and selection
• Controlling system documentation
Standard One

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Adapted from National Standards for involving volunteers in not for profit organisations’ Volunteering Australia, 2001.
Standard One
These procedures:
Describe how the policies are to be implemented or controlled
Are made available to, and understood by volunteers, on a needs to know basis
Are simply stated, and presented in accordance with an agreed and consistent format
Policy and procedure reviews
The organisation reviews and evaluates its general volunteer policy, management system policies
and operating procedures at sufficient intervals.
The procedures are established and maintained for making changes and additions to policies and
procedures. The procedures should ensure that any changes are:
• Based on an identified and agreed need for change
• Communicated to, and understood by, those who they are relevant to
• Implemented and maintained
Effective systems are established for incorporating the views of volunteers when reviewing and
updating policies and procedures.
Records of all policy and procedure reviews and changes are kept and dated for future reference.

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GeneralInformation
11
Standard One
Developing a volunteer policy
What is a policy?
A policy is a statement of intent which sets out clearly an organisation’s views with respect to a
particular matter or course of action. A policy can also be a set of guidelines which outline what a
service will provide and how it will go about providing it.
A volunteer policy guides the actions of the organisation and provides a rationale for those actions. It
establishes continuity and affirms the status and legitimacy of volunteers within the organisation.
What should a volunteer policy contain?
A volunteer policy should reflect the philosophy and state the mission or purpose of the organisation,
and establish its commitment to volunteer involvement.
It could contain, for example, statements on:
• reimbursement
• grievance and disciplinary procedures
• commitment to training
• volunteer rights and responsibilities
• insurance
• support mechanisms
• industrial considerations
• the relationship between paid and unpaid workers
• the principle of equal opportunity
• areas of volunteer involvement and the time commitment
• occupational health and safety
• if appropriate, the rationale for police and medical checks.
A volunteer policy should be written in consultation with:
• Management
• Paid workers
• Volunteers
• End users/consumers
• Other agencies or networks.
In addition to your volunteer policy you should also have:
• Principles of volunteering
• A code of practice incorporating a statement of volunteer rights and responsibilities
• A procedures manual which contains information on such things as reimbursement, insurance,
grievance procedures, health and safety regulations
• Forms which have been developed to provide mechanisms to support the procedures set down in
the manual, eg travel reimbursement, insurance, incident, personnel and attendance forms

1212
Writing a Policy
When writing your policy the following should be taken into consideration:
• definition of volunteering
• principles of volunteering
• rights and responsibilities of volunteers
• rights and responsibilities of volunteer involving agencies
• model codes of practice
Definition of Formal Volunteering
Formal volunteering is an activity which takes place in not for profit organisations or projects, and is
undertaken:
• to be of benefit to the community and the volunteer
• of the volunteer’s own free will and without coercion
• for no financial payment
• in designated volunteer positions only
Principles of Volunteering
• Volunteering benefits the community and the volunteer
• Volunteer work is unpaid
• Volunteering is always a matter of choice
• Volunteering is not compulsorily undertaken to receive pensions or government allowances
• Volunteering is a legitimate way in which citizens can participate in the activities of their community
• Volunteering is a vehicle for individuals or groups to address human, environmental and social needs
• Volunteering is an activity performed in the not for profit sector
• Volunteering is not a substitute for paid work
• Volunteering respects the rights, dignity and culture of others
• Volunteering promotes human rights and equality
Volunteer Rights
Unlike paid staff, volunteer staff are not covered by award conditions or work place agreements.
Volunteers, however, do have rights, which the volunteer involving agency is responsible for providing.
The following is a list outlining the rights of a volunteer.
Volunteers have the right:
• to work in a healthy and safe environment (refer Occupational Health and Safety Act[s]);
• to be interviewed and employed in accordance with equal opportunity and anti discrimination
legislation
• to be adequately covered by insurance
• to be given accurate and truthful information about the organisation for which they are working
• to be reimbursed for out-of-pocket expenses incurred on behalf of the organisation for which they
are working
• to be given a copy of the organisation’s volunteer policy and any other policy that affects their work;
• not to fill a position previously held by a paid worker
Standard One

13
• not to do the work of paid staff during industrial disputes
• to have a position description and agreed working hours
• to have access to a grievance procedure
• to be provided with orientation to the organisation
• to have confidential and personal information dealt with in accordance with the principles of the
Privacy Act 1988 (Privacy Amendment Act 2000)
• to be provided with sufficient training in order to carry out the work
Volunteer Responsibilities
Volunteers have the responsibility to:
• be dependable. If unable to attend, give adequate notice and try to assist in finding a replacement;
• be willing to undertake relevant training and orientation pertaining to tasks that are to be performed;
• ensure that confidential information is respected and treated appropriately
• be open to other points of view
• seek assistance, guidance or information where necessary and receive constructive feedback as
appropriate
• work as members of a team
• report any incident to their supervisor that appears unusual
• report any accident to their supervisor no matter how insignificant it may seem
• use reasonable judgement in making a decision and check with their supervisor or leader if unsure
• respect the rights, privacy and dignity of clients and fellow workers
• deal fairly and impartially with all clients
• employ necessary precautions to ensure the safety of both themselves and the client
• abide by the rules and regulations of the agency
Volunteer involving agencies rights and responsibilities
Not only do volunteers have rights and responsibilities, but volunteer involving agencies also have rights
and responsibilities.
Agency Rights
Agencies have the right to expect volunteers to:
• be dependable. If unable to attend, give adequate notice and try to assist in finding a replacement
• be willing to undertake relevant training and orientation pertaining to tasks that are to be performed
• ensure that confidential information is respected and treated appropriately
• be open to other points of view
• seek assistance, guidance or information where necessary and receive constructive feedback as
appropriate
• work as members of a team
• report any incident to their supervisor that appears unusual
• report any accident to their agency supervisor no matter how insignificant it may seem
• use reasonable judgement in making a decision and check with their supervisor or leader if unsure
• respect the rights, privacy and dignity of clients and fellow workers
• deal fairly and impartially with all clients
• employ necessary precautions to ensure the safety of both themselves and the client
• abide by the rules and regulations of the agency
Standard One

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Agencies also have the right to assess the capabilities of volunteers and say no to potential volunteers.
Agency Responsibilities
Volunteer involving agencies are responsible for providing:
• a healthy and safe environment (refer Occupational Health and Safety Act[s])
• interviews and employment in accordance with equal opportunity and anti discrimination legislation
• adequate insurance cover
• accurate and truthful information about the organisation
• reimbursement for out-of-pocket expenses incurred on behalf of the organisation
• a copy of the organisation’s volunteer policy and any other policy that may affect the work of
volunteers
• job descriptions and agreed working hours
• access to grievance procedures
• orientation, training and support
• confidentiality and personal information dealt with in accordance with the principles of the Privacy
Act 1988 (Privacy Amendment Act 2000)
Standard One

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Samples
SAMPLE
Standard One
Volunteer Policy
Anglican Homes Volunteer Policy
1. POLICY
1.1 Formal volunteering is an activity which takes place in not-for-profit
organisations or projects and is undertaken:
• To be of benefit to the community and the volunteer
• Of the volunteer’s own free will and without coercion
• For no financial payment
• In designated volunteer positions only
(Taken from Formal definition of a Volunteer, Volunteering Australia 2001)
RATIONALE: With the recruitment of caring and appropriate volunteers
Anglican Homes will enhance the service provided by paid staff to
residents.
1.2 Anglican Homes recognises and places great importance on the value
and skills of volunteers. Volunteers may include members of families,
parishes, schools, community groups and businesses.
1.3 Volunteers neither replace nor threaten the security of employment of paid
staff. Rather, volunteers support staff and residents by providing services
which would otherwise not exist. Volunteers complement the functions of
paid staff and enhance the quality of services provided by Anglican
Homes.
1.4 Volunteers are recruited in accordance with Anglican Homes procedures.
1.5 Volunteers are covered by personal accident and injury while undertaking
legitimate volunteer work for Anglican Homes.
Acknowledgement to Anglican Homes (Inc).

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Templates
Standard One
Volunteer Recognition Procedure
[insert agency name]
[insert own communication sources]
“A climate of mutual trust, recognition and support for and between staff and volunteers will be
fostered.”
1. ____________________________________ will recognise the contributions made by volunteer
staff in the Annual Report, and the monthly Newsletter.
2. ____________________________________ will recognise the contributions made by volunteer
staff during National Volunteer Week, and International Volunteer Day.
3. Individual managers/coordinators will be responsible for acknowledging volunteer contribution and
effort through praise, encouragement, extra support, and additional training.
4. Volunteer staff at ____________________________ will be recognised with a certificate,
presented by the Executive Director, or program Manager, after 3 months of service.
5. Volunteer staff will be formally acknowledged after one year of service. Acknowledgement will
include an item such as ____________________________________________________
6. Volunteers will be recognised for specific training they have completed, and for significant and
outstanding service. The form of recognition will be the decision of the individual Manager.
7. Volunteer staff will have birthdays and other significant events acknowledged eg Manager will
give/send a birthday card.
8. Volunteers will be recognised as valued team members with opportunity to have input into
decision-making processes. This may take the form of written suggestions/feedback, verbal
suggestions, or special forums/meetings where volunteers are given the opportunity to provide
feedback.
9. Volunteers will be kept up to date with developments and information about through the morning
briefings, the weekly bulletin, the staff noticeboard and __________________________
10. Upon notification of a volunteer leaving ________________________________________
some form of recognition will be provided eg a card wishing the volunteer well in their future
endeavours. This can be given publicly on the volunteers last day. In the case of a volunteer
leaving suddenly, a card can be forwarded on through the mail.
11. In the event of a volunteer leaving ____________________________________________
an Exit Interview will be conducted. This interview will allow the volunteer to give feedback on their
volunteering experiences at [insert agency name], and will provide the coordinator with an
opportunity to thank the volunteer for their efforts and provide verbal recognition.
Acknowledgement to Volunteering Western Australia.

Standard Two
Management Responsibility
An organisation that involves volunteers shall
ensure that volunteers are managed within a
defined system and by capable personnel with
the authority and resources to achieve the
organisation’s policy goals.

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Standard Two
This is one of the most important standards to implement effectively. If management gives practical
effect to the vision and direction set out in the organisation’s policies, then all other standards will fall
into place.
The intent of this standard is for the organisation to establish a management system that is capable of
effectively implementing volunteer policy directions.
The standard allows an organisation to structure its management system in any way it sees fit, so long
as the intent and requirements of the standard is met and the system is effective in producing good
outcomes for volunteers and the customers of volunteers.
The requirements for this standard are basic to good management practice and include:
• establishing a management system that is able to meet all appropriate standards and has clear and
understood lines of responsibility;
• ensuring that the system is able to identify and effectively manage any existing or potential areas of
risk;
• defining who is directly responsible and has authority for implementing and maintaining the
management system;
• fulfilling community expectations in areas such as the environment, ethical practices, accountability
for expenditure of public monies, public health and safety;
• reviewing the management system to ensure it is meeting the organisation’s policy objectives;
• ensuring that the management system is sufficiently resourced to enable it to function effectively.
*Standard 2: Management Responsibility
An organisation that involves volunteers shall ensure that volunteers are managed within a defined
system and by capable personnel with the authority and resources to achieve the organisation’s
policy and goals
Management system
The organisation has an identifiable and defined system for managing volunteers.
The system for managing volunteers is the primary means by which volunteer policies are
implemented and maintained.
Means are established for ensuring that the volunteer management system conforms to the
requirements of the National Standards that the organisation has deemed appropriate to its
operations.

19
Reasons are documented where the National Standards are not considered appropriate to the
operations of the organisation.
The organisation applies systematic risk management processes and practices to the task of
identifying, analysing, assessing and monitoring risk for such areas as:
• Volunteer/customer dissatisfaction
• Unfavourable publicity
• Mismanagement
• A threat to physical safety of volunteers/customers
• Failure of equipment or computer systems
• A breach of legal or contractual responsibility
• Fraud
• Deficiencies in financial controls and reporting
• Effective methods are established to treat, avoid or minimise emerging or potential risks.
• Lines of reporting and communication are clearly defined for all areas where volunteers are
involved
Authority and responsibility
The organisation has a designated manager with defined authority and responsibility to implement
and maintain the volunteer program.
The authority and responsibility of the volunteer manager is documented and dated in a duty
statement. The duty statement should include:
• Key areas of responsibility
• Decision making authority
• Lines of accountability
• Skills required (eg education, experience, training)
The organisation has determined the required level of competence, experience and training of the
volunteer manager.
The volunteer manager holds a position in the organisations overall management structure that is at
an appropriate level considering the scope, nature and extent of responsibility.
The volunteer manager is involved in all organisational decisions likely to affect volunteers and the
volunteer management system.
Social responsibilities
The volunteer management system observes social and legal responsibilities to the community for
such matters as:
• Conservation of the environment
• Ethical and non-discriminatory management practices
• Accountability for expenditure of public monies
• Contributing to the knowledge base and general development of the volunteer sector
• Public health and safety
Standard Two

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Social responsibilities to the community
Are reflected in the organisations volunteer policies
Reviews are conducted at appropriate intervals and appropriate actions taken
Management review
The organisation reviews the suitability and effectiveness of the volunteer management system at
appropriate intervals. The review should typically include:
• Evaluations of the overall effectiveness of the management system in achieving its stated
policies
• Evaluations of internal audits of key elements of the volunteer management system
• Considerations for updating the management system in relation to changes in strategic direction,
resource allocation decisions, increased understanding of actual operations and improvements
made in operating processes
The results, findings, and recommendations of the management review are:
Documented and brought to the attention of the organisations management
Records are kept and maintained
Resources
In order for the volunteer management system to be effectively implemented, maintained and reviewed,
the organisation:
Allocates appropriate and sufficient resources
Allocates appropriate time to the volunteer manager
Has an identifiable budget
Involves the volunteer manager in the planning, negotiation and utilisation of the budget
Provides sufficient clerical, and administration resources and support
Has an established method for identifying and addressing the training and development needs of the
manager
The volunteer manager has opportunities to access:
• Appropriate professional development and training
• Relevant external learning and support networks
Standard Two
Acknowledgement to National Standards for involving volunteers in not for profit organisations, Volunteering Australia, 2001.

GeneralInformation
21
Standard Two
The Volunteer Budget
Volunteers are a cost effective means of providing quality service delivery. They must not be seen
simply as a means of saving money.
As a manager of volunteers you should ensure that your organisation recognises the cost of volunteer
involvement.
For example if the volunteer policy states that volunteers will be reimbursed for out-of-pocket expenses
or travel, this should be substantiated in the budget.
Built into the budget, should be items such as:
Salary on costs (full or pro rata) for coordinator/manager/administrative support
• Rent
• Telephone
• Postage/printing
• Stationery
• Volunteer reimbursement/recognition
• Insurance
• Training
• Equipment
• Publicity/advertising
• Catering
Support must come from the top for appropriate budget allocation if a volunteer program is to be
successful.
IMPORTANT:
Include provision in your budget for National Volunteer Week (second week in May) and
International Volunteer Day, 5th December.

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Standard Two
Funding Sources
Many funding bodies, both government and private, have money available for community projects. Each
body has its own guidelines for granting funding.
Directories of Funding Programs
The Grant Referral Directory is produced by
the Department of Local Government and
Regional Development. It provides details of
grants provided by State and Commonwealth
Government and private sector information for
regional and metropolitan communities, business
and local government.
08 9217 1500
www.dlgrd.wa.gov.au/assistance/assist.htm
The Australian Directory of Philanthropy
published by Philanthropy Australia Inc, is a
comprehensive reference on sources of non-
government funding in Australia. It includes:
An index of organisations listed by fields of
interest
Accessible information about trusts, foundations
and corporate funds
03 9620 0200
www.philanthropy.org.au
Australian Grants Register
The Australian Grants Register is an A-Z of
Australian Grants
9228 0882
www.grantsearch.com/book.html
GrantsLink
Information on Federal Government grant
programs is available from GrantsLink which is
an initiative set up to make it easier to find
relevant Federal Government grants for
community projects.
1800 026 222
www.grantslink.gov.au
State Government funding
programs
The following state government agencies have
grant programs in keeping with their portfolio
interests.
Lotterywest
Funds a wide range of community projects
08 9340 5270
www.lotterywest.wa.gov.au
Healthway
Provides grants to health and research
organisations as well as sponsorship to sport,
arts, racing and community groups that
encourage healthy lifestyles and advance
promotion programs.
08 9476 7000
www.healthway.wa.gov.au
ArtsWA
08 9224 7310
www.artswa.wa.gov.au
Country Arts
08 9481 0077
www.countryartswa.asn.au
Department For Community Development
www.communitydevelopment.wa.gov.au
Department of Environmental Protection
08 9222 7000
www.epa.wa.gov.au
The Department of Indigenous Affairs
08 9235 8000
www.dia.wa.gov.au
Office of Multicultural Interests
08 9426 8690
www.omni.wa.gov.au

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Standard Two
Department of Racing. Gaming and Liquor
Gaming Community Trust Grants Program
The money credited to the Trust Fund is derived
from unclaimed winnings that are payable from
gaming and betting that have not been claimed
within 12 months.
Next round of funding is at the beginning of
2004. Details will be posted on:
www.rgl.wa.gov.au
Department of Sport and Recreation
08 9387 9700
www.dsr.wa.gov.au
Department of Training
08 9325 9322
www.training.wa.gov.au
Women’s Policy Development Office
08 9264 1920
www.wa.gov.au/wpdo
Youth Grants WA
08 9476 2000
www.youthaffairs.wa.gov.au
Federal Government Funding Sources
Department of Family and Community Services’
Stronger Families and Community Strategy
1300 653 227
www.facs.gov.au
Other funding sources
A range of non-government and private sources
also exist. These include:
The Foundation for Young Australians focuses
primarily on the development and
implementation of strategic grant programs
designed to effect positive, sustained change in
the lives of young people who are
disadvantaged.
03 9670 5436
www.youngaustralians.org
Myer Foundation works to build a fair, just,
creative and caring society by supporting
initiatives that promote positive change in
Australia, and in relation to its regional setting.
03 9207 3040
United Way (WA) Inc is a non sectarian, non
political organisation affiliated to a host of
autonomous offices worldwide and is committed
to helping a wide range of human and health
care organisations throughout WA.
08 9325 5505
In Western Australia, a number of service
organisations have funding available for
community projects:
• Apex
• Lions International
• Rotary International

24
Standard Two
Categories of Receipts and Payments
Outlined below are the categories that Volunteering Western Australia uses for receipts and
payments. You may wish to use these categories, and add some of your own.
Salaries
Other staff costs
Superannuation
Workers compensation
Staff training
Mileage
Communications
Postage
Telephone
Fax
Advertising
Promotional material
Subscriptions
Services/contracts
Insurance
Legal fees
Rent
Other services/contracts
Consumables
Stationery
Printing
General consumables
Office
Electricity/gas
Purchases
Plant and equipment
Other payments
Funding grants
Membership
Donations
Saleable items
Training
Miscellaneous
Receipts Payments

25
Standard Two
Risk management
Every non-profit organisation faces a certain amount of risk, whether it’s ensuring the health and well-
being of their volunteers or protecting their premises.
What is a risk?
Risk is virtually anything that threatens or limits the ability of a community or non-profit organisation to
achieve its mission.
It can be unexpected and unpredictable events such as destruction of a building, the wiping of all your
computer files, loss of funds through theft or an injury to a member or visitor who trips on a slippery
floor and decides to sue. Any of these or a million other things can happen, and if they do they have the
potential to damage your organisation, cost you money, or in a worst case scenario, cause your
organisation to close.
What is a risk management?
Risk management is a process of thinking systematically about all possible risks, problems or disasters
before they happen and setting up procedures that will avoid the risk, or minimise its impact, or cope with
its impact. It is basically setting up a process where you can identify the risk and set up a strategy to
control or deal with it.
It is also about making a realistic evaluation of the true level of risk. The chance of a tidal wave taking
out your annual beach picnic is fairly slim. The chance of your group’s bus being involved in a road
accident is a bit more pressing.
Risk management systems
Setting up risk management systems is about preparing some written procedures to be put in place to
ensure you know what, how, and when action has been undertaken or is to be undertaken – and by whom.
While it is important that your risk management plan takes in as many possibilities as possible, it is also
important that your system be easily understood by your management team. To be effective, it has to be
workable.
Risk management resources
Two comprehensive Risk Management resources have been published in 2003. For a step by step
guide to managing risk in your organisation, check out the following resources.
• Running the Risk? Risk management tool for volunteer involving organisations. Published by
Volunteering Australia. Copies can be down loaded from www.volunteeringaustralia.org
• Can you risk it? An introduction to risk management for community organisations. Published by Risk
Cover, Insurance Commission of WA. Information can be obtained from www.icwa.wa.gov.au
• Helps Sheets on risk management are available from www.ourcommunity.com.au
Acknowledgement to www.ourcommunity.com.au

26
Samples
Standard Two
SAMPLE
Coordinators’ Network
The Coordinators’ Network provides coordinators and managers of volunteers the
opportunity to discuss issues pertaining to volunteer management, and keeps the sector
informed about developments within volunteering.
Vision
Striving for excellence in the coordination and management of volunteer services.
Mission
The Coordinators Network will provide opportunities for coordinators and managers of
volunteers to learn, share experiences and contribute to the development of
volunteering.
Objectives
1. Sharing of information and experiences, discussion and problem solving at a
strategic level.
2. Involvement and influence in current developments affecting volunteering.
3. Supporting each other in issues relating to the management of volunteers.
4. The opportunity to have a collective and strong voice and provide feedback to VWA
and Government.
5. Promotion of the Coordinators Network, and other VWA opportunities for
Coordinators and Managers of volunteers, at all levels.
Meeting times: 9.30 am to 12 midday
Meetings are held at Volunteering WA,
City West Lotteries House
2 Delhi Street, West Perth WA
It is advisable to attend the Introduction to the Centre and a Principles, Policies and
Planning session before attending the Coordinators’ Network, as these sessions will give
you a sound background to participate in the Network Meetings.
If you are new to your position as a coordinator of volunteers, or have not been to a
Coordinators’ Network meeting before, and would like to attend, please contact
louise@volunteer.org.au. Alternatively, to discuss any questions you may have, please
phone (08) 9420 7288 and ask for Louise Weaver. An orientation to the Network will be
organised for you.
Acknowledgement to Volunteering Western Australia.

Standard Three
Recruitment Selection
and Orientation
An organisation that involves volunteers shall plan
and have clearly documented volunteer recruitment,
selection, and orientation policies and procedures
that are consistent with non-discriminatory practices
and guidelines.

28
This standard addresses the area that many organisations involving volunteers find the most difficult:
that is, attracting and retaining volunteers.
The intent of this standard is to ensure that the process of recruiting volunteers (1) is non-
discriminatory, (2) is controlled in terms of following established procedures, and (3) meets the needs of
both volunteers and the organisation.
The standard is based on the premise that a planned and systematic approach to recruiting and
selecting volunteers will provide the organisation with the best possible basis for attracting and keeping
the optimum number of effective volunteers.
Specifically, the standard requires that an organisation:
• plans its volunteer recruitment and selection strategies based on the collection and analysis of
factual data
• handles all expressions of interest in volunteering in a non-discriminatory and expeditious manner
• properly informs potential volunteers about the organisation, including how and to whom application
for a volunteer position can be made
• develops appropriate procedures to screen applicants and control the selection process
• provides volunteers with an orientation program as soon as possible after joining the organisation
Taken from National Standards for Involving volunteers in not for profit organisations Volunteering Australia, 2001.
STANDARD 3: Recruitment, Selection and Orientation
An organisation that involves volunteers shall plan and have clearly documented volunteer
recruitment, selection, and orientation policies and procedures that are consistent with non
discriminatory practices and guidelines.
Policy and planning
The organisation has a written policy on the recruitment, selection and orientation of volunteers. The
policy should cover:
• Objectives and rationale for recruiting, selecting and orientating
• Volunteers are recruited in designated volunteer positions
• Compliance with equal employment opportunity principles and practices, including advertising
material
The responsibility and authority for implementing and maintaining the policy is clearly designated.
Standard Three
Recruitment Selection and Orientation

29
Information is collected that is relevant to planning for volunteer recruitment and selection. Examples
of this information include:
• Optimal number of volunteers the organisation wishes to recruit and can effectively manage at
one time
• The nature of the work and the positions to be held by volunteers
• The knowledge, skills and attributes required of volunteers to perform the work
• Potential sources and methods of recruitment, and the relative effectiveness of each
• Alternative methods of advertising for volunteers
• Other options for applicants not selected for volunteer positions
• Legal requirements to be met (eg equal opportunity)
Information collected is analysed and used to assist in planning and implementing volunteer
recruitment and selection strategies.
The organisation has:
A contact person responsible for dealing with initial volunteer position inquiries.
The contact person is appropriately trained to respond to inquiries.
All inquiries from potential volunteers are acknowledged.
Relevant material is distributed in response to inquiries. Examples of this material includes:
• Details about the organisation (mission, purpose etc)
• Types of volunteer positions available and the nature of the work
• An application form (if applicable)
• The knowledge, skills and attributes required
• Clear instructions on how, when and where to apply
• Name and telephone number of the contact person
Appropriate procedures are developed and maintained to screen the suitability of applicants for
volunteer positions.
Documented selection criteria are developed for each volunteer position.
Procedures are established and maintained to control volunteer selection. Examples of procedures
include:
• Developing and reviewing selection criteria
• Determining who should conduct interviews
• Dealing with participants who do not meet the criteria for positions
• Following up personal references
• Checking credentials
• Making the selection decision
• Advising successful and unsuccessful applicants
• Referring unsuccessful applicants to appropriate alternative avenues to pursue other volunteer
work
• Handling and storing application and selection documentation
• Evaluating the recruitment and selection process
Standard Three

30
Provision is made for volunteers to undergo police checks prior to undertaking work that involves
direct and unsupervised contact with vulnerable members of society.
Appropriate procedures are established and maintained for carrying out these police checks.
Volunteer orientation
The organisation provides an orientation for newly appointed volunteers. An orientation may typically
cover:
• The organisation’s mission, goals and activities
• The organisation’s commitment to the definition and principles of volunteering, the rights of
volunteers, the model code of practice for organisations involving volunteers, and the national
standards for involving volunteers
• The role, functions and responsibilities of volunteers
• The structure of the volunteer management system
• Relevant operating policies, procedures and work forms
• The lines of authority, accountability and communication
• An introduction to risk management and health and safety issues
• Legal and statutory requirements
• Introductions to other volunteers and staff
• A guided tour of the building, site or office as appropriate
• Confidentiality and customer rights
• Volunteer training calendar or timetable
• Familiarisation with volunteer amenities, work conditions and entitlements
The orientation of volunteers includes an information package that covers all key aspects of the
volunteer management system appropriate to volunteers.
New volunteers receive the orientation program as soon as possible after recruitment to the
organisation.
Responsibility and authority for the planning and implementation of volunteer orientation is clearly
designated.
Standard Three

GeneralInformation
31
Recruitment of Volunteers
Process
• Identify need for volunteers
• Identity the motivators you can satisfy
• Prepare the Job Description
• Write the Catch Phrase
• Advertise and publicise
• Interview, Screen and Select
• Place and Match
• Orientate and Train
• Review and Evaluate
Recruitment Planning
Only when the program has been planned and has the support of paid staff is it time to commence a
recruitment drive. Ensure that dates for interviews and advertising, for example, are agreed by all
involved.
Organisations vary in the way they recruit volunteers. Some have specific recruitment drives conducted
at regular intervals, whilst others take on new volunteers continuously. Each has its advantages and
disadvantages. Choose the one that best suits your organisation, your resources and the sort of people
you want to attract.
When to Recruit
When specific needs and skills have been defined the active recruitment of volunteers can be initiated.
Some points to consider about timing are:
• Recruit when paid staff and regular volunteers are free to assist the new volunteers
• Don’t attempt to recruit when things are going badly – more new people only add to existing stress
• Recruit at the right time for your target group, for example, the time of year, prevailing weather
conditions, or school holidays will impact on their willingness to become volunteers
Where to Recruit
The position description should provide an indication of the needs, interests and motivations of the
people you prefer to attract – your target group. This can help you locate where your target group may
be found. For example, young people can be found through schools, youth clubs, TAFE colleges and
universities; unemployed people can be reached through the Centrelink and Job Network programs; and
a special interest group can be contacted through an appropriate newsletter, or SkillsBank at
Volunteering WA.
The mass media is often best used to promote the services you offer but it can be effective in recruiting
volunteers in a general way. Take care when dealing with the media as often the information you submit
may be severely edited and the context of the story altered by the time it goes to press.
Standard Three

32
Acknowledgement to Volunteering NSW.
Local newspapers are usually helpful with free publicity if it can include a public interest story involving
a local resident. Popular magazines can also be persuaded to write human interest articles for publicity
purposes.
Radio and television stations often provide short community service announcements and are
encouraged to provide community access.
Local publicity can be gained from local shop windows, libraries, school notice boards, supermarket
boards, doctors, dentists, banks, community health centres, etc. A small poster with an eye catching
message in simple appealing language will attract prospective volunteers to take a closer look and
follow up.
Word of mouth is still one of the best methods of attracting people, therefore the best recruiters are
enthusiastic staff and happy volunteers, as well as satisfied service users.
Volunteer Referral Agencies or Volunteer Centres in your locality assist your recruitment drive.
The Advertised Message
Your message to attract volunteers has to compete with the large quantity of information that we are all
subjected to every day. Getting the message across has become an art form. Private enterprise and
government services spend a great deal of money developing messages that will gain our attention.
• Have a short catchy phrase to attract attention
• Appeal to the target group
• Be very specific, stating exactly what is required
• Indicate possible benefits to the volunteer (ie What’s in it for me??)
• Avoid “Help” and “Desperate” tones in the message and riding on guilt; use a light touch
• Provide a contact name, address and telephone number for inquiries
Preparing for the Response
All the very best planning and advertising can go awry if the first person the prospective volunteer
speaks to in your organisation, knows nothing or little of your recruitment drive, or is unable to provide
the information required.
Ensure that you have information ready for those who are likely to answer the telephone or receive
callers. Make sure that a suitably trained person is responsible for dealing with initial volunteer position
inquiries. A recruitment kit complete with information relating to the organisation, an application form
and job description can be posted out to applicants.
Standard Three

33
Adverts in a Nutshell
First principles: Before you advertise, think about why someone would want to volunteer for you and
who you need to attract. Be clear about the role that volunteers play in your organisation.
Short but sweet: Provide enough information to interest people but keep it short enough to maintain
their attention.
Explain the need: Start with a ‘statement of need’ that tells people about your work and why it is
important – rather than focusing on your need for volunteers – this makes potential volunteers stop and
think “somebody should do something about that”.
Avoid jargon: Give details of what you want your volunteers to do in a clear and accessible way. Terms
like ‘advocate’, ‘support worker’ and ‘befriender’ can be confusing if they’re not explained. People are
more likely to come forward as volunteers if they can see themselves in the role.
What’s in it for me?: Sell the role by describing how a new volunteer will benefit. This might include
meeting people, having fun, receiving training, gaining work experience.
Dispel fears: You’ve got their interest this far but they still may have some doubts. All sorts of things
could be going around in their heads: “But I don’t know anything about computers”, “It could clash with
my other commitments”.
You can reassure people by explaining, for example, that you don’t need previous experience, that costs
of food and travel are covered, that you welcome people from all sections of the community and that
hours can be flexible.
Acknowledgement to Volunteering, Number 80, August 2002
Standard Three

Standard Three
34
Writing a Media Release
A media release is still one of the most effective ways of informing the media when you want to make
an announcement or tell them about something you would like them to report. Once you have decided
to communicate your news by writing and distributing a media release, make sure your news item is
relevant to the newspaper, magazine, radio or television station you want to cover it.
There are no set rules for preparing a media release, but there are some guidelines that will help you
and the journalists.
When writing the media release:
• Make sure you include the most newsworthy information in the first paragraph, the “lead” paragraph.
Yours could be just one of hundreds of media releases vying for attention in a busy news room. You
have to grab the attention at the start or they may not read on.
• Expand on the story in the following sentences, putting the least important information last.
• Make sure you cover the essential points. Check that you cover the who, what, where, when, why
and how of the matter you want reported.
• Make sure your facts are right - and that you spell people’s names correctly as well as providing
their title and position.
• Use short sentences and short paragraphs. Use simple English and avoid jargon.
• Attribute all statements to someone who has the authority to speak on the matter and include
quotes from people involved.
• Include a contact name and telephone numbers, including an after-hours number. Remember that
joumalists do not work a standard working day and may need to speak to someone at the weekend
or in the evening.
• Make sure the contact person can be contacted and is informed – it is no good giving a contact
number for someone who does not answer their phone or does not have the authority or the
knowledge to speak about the information in the media release.
• Do not stress over trying to put a clever heading on a media release. Simply summarise the release
in a few words such as “Volunteer wins national award”. The magazine or newspaper sub editors will
put their own headline on any story that is published.
• Put the date on the media release.
• If the media release is longer than one page, identify this at the bottom of the first page and the top
of the second page.
Acknowledgement to BLOW YOUR OWN TRUMPET! A publication of Volunteering Western Australia and Mills Wilson, 2002.

35
Standard Three
The importance of defining areas of responsibility for
volunteer positions
Recruitment Strategy
Central to the successful recruiting strategy of any agency is the development of responsibility areas
that will attract the right people into the organisation – and help keep them there.
A carefully constructed position description ensures that the aims and objectives of the program are
being met. It also protects the rights of the volunteer.
Unlike paid workers, volunteers do not work under an award system, neither do they enter into an
agreement based upon the provision of labour for a prescribed payment which is protected by law.
They often do enter into a contract with an agency where they agree to perform certain tasks which are
of benefit to the agency. Unless these tasks are formally written into a clear and concise statement of
responsibilities, the agreement between agency and volunteer is open to misinterpretation.
Benefits to Agency and Volunteers
Bring a group of managers/coordinators of volunteers together in a workshop and within minutes they
can develop a list of a dozen or so reasons why position descriptions are essential to successful
volunteer involvement.
The volunteer brief will:
• set minimum sandards for the program
• serve as a reference point for the volunteer who may be subject to the demands of a busy agency
• put the volunteer in a position to make informed choices and have redress if something goes wrong
• protect the rights of the client/consumer group
• allow consumer/client input into the program
• protect the agency from criticism of exploitation or discrimination
• be a useful tool to bring into the agency skills to ensure that the agency can meet its objectives
The statement of areas of responsibility should include the following basic elements:
• a description of the placement objectives
• skills and qualifications, essential and desirable
• key areas of responsibilities and duties
It should also clarify organisational relationships, answering questions such as:
• who is the volunteer supervised by/ accountable to?
• does the volunteer supervise other volunteers?
• does the volunteer liaise with others in the organisation?
The brief should also spell our the conditions of the position:
• days and times required
• training requirements

36
Standard Three
In summary
The statement of responsibilities should be a concise document which is compatible with the overall aim
of the program. It should be written to comply with relevant Equal Opportunity and Discrimination Acts
and serve as a focus for the protection of the agency and the volunteer.
Acknowledgement to Volunteer Centre of Victoria Volunteer Information Kit

37
Information Kits for Potential Volunteers
When potential volunteers approach your agency, it is important to acknowledge all inquiries and outline
the process for which volunteers are recruited.
This may involve having a brief discussion with the potential volunteer on the phone, taking some of
their details, and following up the phone call by sending the interested person an information kit about
your agency.
Your “information kit” should contain relevant material about your agency and the services you provide,
and enable the interested person to assess whether they would like to be a part of your volunteer team.
An Information Kit may contain the following material:
• An introductory letter, giving the name and contact details of the contact person for volunteers
• Information about your organisation (mission, purpose) – this may be in the form of a
flier/leaflet/newsletter
• The types of volunteer positions that are available and a summary of what each position entails
• The potential benefits of volunteering with your agency – the What’s In It For Me? details
• Instructions on the application process – you may have a summary about how to apply for a
volunteer position, when and where to apply
• An application form
• Details about the interview/screening process – does the applicant need a Police Clearance,
references and so on
• A copy of the rights and responsibilities of volunteers and agencies recruiting volunteers
Remember, your Information Kit is a very useful promotional tool for your agency. Try to make it as
informative as possible, but take into consideration that the information you provide should be easy to
read and understand. You do not want to put a prospective volunteer off by making it too
cumbersome/difficult for them before they commence volunteering.
Standard Three

38
Standard Three
Acknowledgement to Volunteer Management: A Resource Manual, Volunteering SA, 1993, 1998
Interviewing Volunteers – Getting it Right
Interviewing potential volunteers for a position is an important part of your screening process. It gives
the coordinator and the volunteer an opportunity to discuss the agency, the position, what will be
expected of the volunteer, and what the volunteer expects to get out of their volunteering (ie their
motivations).
The process may vary depending on the number of positions and number of applicants and your own
time frame. However, there are some essential elements to conducting an effective interview. Use the
process outlined below to guide interviews. Prepare some guidelines for interviewing and do not hesitate
to ask for references, work history or evidence of qualifications. As a manager of volunteers you are
acting in the best interests of the organisation, consumers/clients and existing staff.
Preparing for the Interview
Arrange an interview time that is convenient for you, as well as the potential volunteer. Try to make sure
that you will not be interrupted during the interview, so that you can focus all of your attention on the
person. Have an outline of the information that you need to discuss with the potential volunteer, as well
as any documentation/forms that need to be completed during the interview. You may like to have a list
of questions that you would like to discuss.
For many people, attending interviews can be very stressful. Try to make the person feel as comfortable
as possible, and take into consideration that they may be nervous, and that it has taken a lot of courage
to take this first step into volunteering. Try to be aware that the interview is going to leave individuals
with lasting impressions of your agency, so it is important to provide them with a positive experience.
The process
1. Welcome the volunteer. Introduce yourself and explain your role. Begin to establish rapport.
2. Discuss information such as the volunteers interests and skills, experience and time availability.
3. Discuss the volunteers needs and aspirations ie their motivations for volunteering (please note: a
volunteers motivations can change over time so it pays to periodically discuss these)
4. Provide details about your agency and what the position entails. You may like to provide information
about training opportunities and other benefits of the position.
5. Make a mutual decision regarding the outcome of your discussion.
6. Make further arrangements as appropriate. (ie orientation and start date)
7. Summarise the interview and reinforce the decision that has been made (NB: not every person you
interview will be appropriate to the position, and therefore it is a good idea to be prepared with
information to help the volunteer to access other opportunities). You may wish to provide them with
information about Volunteering WA, or suggest another agency that would suit them better.
8. Farewell, show appreciation for the individuals interest.
9. Complete any relevant documentation.

39
Standard Three
Interviewing
When interviewing applicants for a volunteer position, the Equal Opportunity Laws (as in a paid
position) should be taken into consideration. Questions should be non discriminatory, and relevant to
the position. A rule to remember is: if you would not feel comfortable answering the question, you
should not be asking a potential volunteer to answer such a question during the interview.
Such questions would be in relation to: sexuality, religious preferences, social pursuits (ie drug taking),
and personal information not related to the volunteer position or the agency.
In some instances, the above mentioned may be important to the volunteer position. For example, if you
are an agency that works with gay and lesbian individuals, a requirement may be that the volunteer is
also gay or lesbian. Another example may be that a minimum age is required to carry out the volunteer
tasks. For example, a volunteer driving position would require the person to be at least 17 years old.
Your agency may have a policy which ensures that volunteers from all sections of the community are
encouraged to be involved. Discuss and agree within your agency that you want to encourage all
volunteers, regardless of their race, gender, disability, sexuality, or marital status, and then decide the
ways in which you will make sure that this happens.
Interviewing: how to say no
• Paralleling the paid workforce, structures need to be in place before you interview a volunteer for
any position within your organisation.
• The interviewer spearheads the recruitment process and needs to thoroughly understand the
philosophy, aims and objectives of the organisation and adhere to policy in the selection and
placement of volunteers.
• The interviewer must think through the skills and attributes needed for the volunteer to become a
successful team member within the organisation.
• Be quite clear why you may not accept the services of one person and recruit another for a
particular placement. This is best done with a particular role in mind for the volunteer. A highly
skilled volunteer is a short-term prospect if there is no real assignment.
• Volunteers whose skills do not match the needs of your organisation should be redirected. They
should be informed of the reasons in the best possible way to help them find an appropriate
alternative. Volunteer Referral Services are useful in this process.
• During the interview, the volunteer needs to be informed of the selection process. In this way,
refusal of the volunteer can be achieved within a framework of dignity and honesty, and an agreed
alternative found.
• Build a review process or probationary period for new volunteers. This will act as a safeguard if the
volunteer has not been placed appropriately.

40
Pre-employment/Pre-placement Checks
The Volunteer Centre of Western Australia promotes the principle that all organisations have a duty of
care to the constituents they serve and to their volunteers. Any volunteer in a position of direct client or
patient contact, should be subject to rigorous assessment of suitability including pre-employment/pre
placement checks.
Volunteer Referral does not encompass the screening process required by individual agencies, except
as stated by the agency in the description of the Volunteer Position listed on file.
It is the responsibility of agencies to screen volunteers according to individual stated policies.
Policies may include the following checks as required by some agencies, funding bodies, insurance
policies, or other governance factors:
Proof of Identity
Sighting of original documentary evidence of identity such as birth certificate, current passport or
drivers licence. At least two documents should be sighted and cross checked.
Qualifications
Original documents must be sighted. Overseas documentation can be verified through the National
Office of Overseas Skills Recognition (NOOSR), GPO Box 1407, Canberra City, ACT 2601, Telephone:
1800 020 086.
Referee Checks
Thorough referee checks must be carried out for any person who is to be employed, paid or unpaid. A
minimum of two referees are to be contacted personally.
Work History
It is important to check that a person’s job application discloses a complete work history. This is to
ensure that the applicant has not been dismissed from a position because of any misconduct (this is to
be checked with referees) if there are unexplained gaps in the work history. If there is some concern
that the applicant has not disclosed a prior job, then this must be investigated and discussed with the
applicant.
Police Checks
Police checks are conducted by the Police Department of Western Australia on payment of a fee. They
consist of information recorded against an individual, including all criminal offences and any outstanding
warrants. Prior to any offer of employment or placement being made, in a direct client/patient contact
position, a police check should be completed for the applicant. The applicant must consent to the
police check being completed by signing the “Consent to Criminal Records Check” form and be made
aware that the check will only be conducted if he/she is to be offered a position. The cost of such a
check should be born by the agency requiring it and therefore must be provided for in budget estimates.
Acknowledgement to Volunteer Centre of Victoria Information Kit.
Standard Three

41
National Police Checks
Not-for-profit agencies will often put strategies in place that help then to manage the risk that is involved
with working with vulnerable people or in positions of financial risk. One risk management strategy is
criminal record checks and there are two ways of doing this
National Police Check
The "National Police Checks for Volunteers" is a pilot program that commenced on 1 July 2003.
Registered agencies will request the volunteer to complete part of the "Application for National
Volunteer Police Check" form and provide proof of identity. The agency will then complete the form and
email it to the WA Police Service. The Service will provide a response to the volunteer agency
confirming whether the volunteer has a ‘Record" or "No Record". This pilot program will not reveal any
other information regarding the record. Volunteer agencies will need to decide what action is to be taken
if a "Record" is received in accordance with their own risk management practices.
The WA Police Service will bill the volunteer group at $10 per check.
To participate in this scheme the volunteer agency must be a not-for-profit organisation, a WA parent
body, not a sub-branch and must not be a government body (Federal, State, or Local). If the group does
not fit these criteria or is not registered, it will not be able to request a National Police Check and an
alternative risk management procedure is for the volunteer to request a National Police Certificate. More
details are available from www.volunteering.communitydevelopment.wa.gov.au.
National Police Certificate
This is issued upon application by an individual paying a $41 fee. A National Police Certificate lists an
individual’s disclosable offence, recorded in any Australian police jurisdiction. If you require this
certificate, you must apply in person at your local police station and provide suitable identification, as
detailed on the application form. Telephone inquiries concerning the criminal history of either yourself or
another person will not be accepted. The WA Police Service does not process applications for a
National Police Certificate from persons who reside overseas or interstate. In these circumstances,
applicants from overseas must apply to the Australian Federal Police (AFP). Further information and
application form can be obtained on the AFP website, whilst interstate applicants must apply to their
respective police jurisdiction.
State Traffic Certificate
A Traffic Certificate will list your disclosable traffic history, recorded by the WA Police Service. There is
currently no provision for the issuance of a National Traffic Certificate. If you require the State Traffic
Certificate, you must apply in person at your local police station and provide suitable identification.
Application for a Traffic Certificate form attract a fee of $13.75.
Further enquiries may be directed to:
The Information Release Manager
5th Floor, 565 Hay Street, Perth WA 6000
Tel; 9268 7754 Fax: 9268 7664
Email: cio@police.wa.gov.au
Standard Three

42
Standard Three
Spent Convictions
Under the provisions of section 7(1) of the Spent Convictions Act 1988 only "lesser convictions" can be
spent be the WA Police Service, after a time period of 10 years plus any term of imprisonment that may
have been imposed (see application form for further restrictions). A lesser conviction is one for which
imprisonment of 12 months or less, or a fine of less than $15,000 was imposed.
All other convictions, such as "serious convictions" applicable under Section 6 of the Spent Conviction
Act 1988 can only be spent by applying to the District Court.
Applications to have "lesser convictions" spent must provide suitable identification and have details
confirmed by a suitable witness (see application form for further details).
All applications must be on the official form and can be lodged at any WA Police Station or mailed to
the address shown below. No application fee is applicable
Application for Certificate That Lessor Conviction is Spent Form
Applicants applying to have lessor convictions" spent should not apply for a National Police Certificate
until confirmation has been received that their convictions have been spent.
Further enquiries may be directed to:
The Officer In Charge
Offender Information Bureau
2 Adelaide Terrace, Perth WA 6000
Tel: 9222 1231
Fax: 9222 1637
Email: OIB.Criminal.Records@police.wa.gov.au
*Current as of 12 February 2003
Acknowledgement to WA Police Department website www.police.wa.gov.au

43
Orientation
Providing new volunteers with an orientation to your agency will welcome volunteers and help them to
feel part of the team, as well as giving the coordinator the opportunity to provide a general picture of
the agency, the program, the position and the staff.
The orientation process and format will vary from agency to agency. Some agencies may provide
individual orientations, whilst others may conduct orientations in a group. The time taken to provide the
orientation will also differ.
Although the format, length of time taken, and the way the orientation is presented may vary, the
information that is provided will be similar. Orientation may cover information about the following areas:
The organisation:
History
Mission and aims – purpose of individual programs
Organisational structure
Policies and procedures
The volunteer:
Information channels – what they are and how they work
Expectations of agency and volunteer
Details about support, supervision and training
Insurance information
Reimbursement
Personal work space and equipment
The position requirements
Internal procedures such as parking and transport, lunch facilities, toilets, phones and office
equipment
Tour of premises/ building
Introductions:
Executive Director
Paid staff
Volunteer staff
Occupational, health and safety issues:
Emergency exit location and muster area
First aid location
Introduce to Fire Warden and OH&S representatives
Fire protection
Policies and Procedures:
Codes of Practice
Grievance Procedure
Emergency Procedure
Agreements:
Agreements to be signed
Standard Three

44
Samples
SAMPLE
Standard Three
Acknowledgement to Carer’s Association of WA.
Recruitment
Carers’ Association of Western Australia Inc: Policy and
Procedure Manual Section 13: Volunteers
All volunteer positions will be advertised with Volunteering WA and other appropriate
avenues such as the ‘Carers in WA’ newsletter, Carers WA website, newspapers,
radio etc
Resource Centre Volunteer Program
Individuals applying for Office and Administration Volunteer work will be required to
attend an interview with the Information and Education Manager. Prior to the
interview, the volunteer will complete a Volunteer Application Form outlining their
skills, interests and work preferences. During the interview the Information and
Education Manager will discuss the volunteer’s application and complete a Volunteer
Interview Form summarising the volunteer’s responses.
“Linking Together”Volunteer Program
All individuals applying for a place supporting carers will be required to:
1. Complete a “Linking Together” Volunteer Application Form prior to acceptance for
an interview. This asks the potential volunteers to outline their skills, abilities and
knowledge as related to the support of carers. Alternatively, potential volunteers
may have been assessed and referred via Volunteering WA.
2. Attend an interview with the Volunteer Support Program Coordinator upon
successful shortlisting for the program. The coordinator will ask the applicant a
range of relevant questions, discuss the applicants’ application and the position
requirements, and complete a Volunteer Interview Form summarising the
applicants’ responses.
Relevant attachments:
Resource Centre Volunteer Application Form 13.3(a)GenVolAppForm
“Linking Together” Volunteer Application form 13.3(b)LTVolAppForm
“Linking Together” Interview Form 13.3(c)LTIVForm

45
Samples
Standard Three
Job Description for a Volunteer Program Manager
Position title: Volunteer Program Manager
Responsible to: Executive Director
Broad purpose of the position: To promote, develop and maintain a high quality volunteer
program, with volunteers and paid staff working in collaboration to achieve organisational goals.
Qualifications: Tertiary qualifications and experience in human resource management is
essential. Diploma of Volunteer Management and experience in working with volunteers
desirable.
Special conditions: Some out-of-hours work may be required.
Duties:
1 Responsible for the day-to-day direction, development and management of all services
provided by volunteers.
2 Promote the program and ensure that volunteers are carefully selected, orientated, trained,
supervised and supported to ensure the provision of high quality services.
3 Develop policies, communication structures, information systems and management
procedures to ensure volunteers work productively and harmoniously with paid workers,
keeping in mind the interests of all stakeholders involved.
4 Liase with sectional managers to encourage appropriate volunteer involvement and
support within their areas of responsibility.
5 Arrange for regular appraisal of individual volunteer performance and the program as a
whole.
6 Develop rosters, and maintain records of services provided and hours contributed by
volunteers.
7 Ensure that volunteer policy and practice guidelines are regularly reviewed.
8 Provide regular reports to the Executive Director on the volunteer program, including
recommendations for future developments or improvements.
9 Prepare a budget for the program, and ensure expenditure is kept within the approved
costing.
10 Ensure workplace arrangements are put in place relating to: occupational health and
safety, legislation requirements such as equal opportunity, adequate insurance cover,
reimbursement of out-of-pocket expenses
11 As a member of the Board of Management, assist in the process of policy development
and decision making, and implement procedures in line with decisions made.
12 Keep abreast of wider issues relating to volunteering through attendance at network
meetings of volunteer program managers and at conferences or training courses/sessions.
13 Liase with the media in promoting the program, and when called upon, address public
forums regarding the contribution of volunteers, as necessary.
14 Perform other duties in line with overall responsibilities as necessary.
SAMPLE
Acknowledgement to Volunteer Management, an essential guide. Joy Noble and Louise Rogers. 1998

46
Samples
SAMPLE
Standard Three
Policy on Police Certificates
The agency will inform all prospective applicants for paid or volunteer positions
that they will be required to provide a satisfactory National Police Certificate.
The expense for the police certificate will be reimbursed by the agency only if
the recommended candidate is subsequently appointed as an employee or
volunteer.
If the successful applicant has resided overseas the applicant will be required to
supply a similar police certificate from the relevant jurisdiction. These costs will
also be reimbursed if the recommended applicant is subsequently appointed.
If the recommended applicant has any recorded criminal convictions, the
Executive Director will make a determination as to whether the specified
conviction would be likely to place the clients of the agency at any risk or
breach the agency’s duty of care obligations.
This determination will be based on:
• whether the conviction has been for an offence which directly relates to the
duties
• whether the position being sought would offer unsupervised opportunities for
a similar offence to take place
• whether the offence has occurred recently
• whether there are single or multiple convictions
• whether the conviction(s) reflect generally on the suitability of the person to
become an employee or volunteer with the agency

47
Samples
SAMPLE
Standard Three
Acknowledgement to Kwinana Home Support Service – CVS.
Acknowledgement Letter
Saturday, August 3, 2002
ref: CVS29-LE-
PO Box 1854
Canning Vale
Western Australia 6970
Dear Ann,
Re: Community Visitor Volunteer
Thank you for your interest in becoming a CVS volunteer.
As requested I have enclosed:
• A brochure regarding CVS volunteers
• Application form
• Position description
• A brochure about Kwinana Home Support Service
Could you please fill in application form and return in enclosed stamped
addressed envelope. On receipt of your application I will contact you to arrange an
interview.
Thank you for your interest and I look forward to hearing from you.
Yours faithfully,
Ann G
Community Visitors Scheme Coordinator
Mobile:
E-Mail:

48
Samples
SAMPLE
Standard Three
For insurance purposes
Volunteer Registration Form
Anglican Homes values its volunteers and we thank you for your interest in our Volunteer Service.
The information you provide in this form is required for insurance purposes for all Anglican Homes
volunteers. Please complete the form and return it to the Coordinator of Volunteers. The
information you have given about yourself will assist the Coordinator of Volunteers to utilise your
skills and experience and place you in a volunteer position that will match your experience and
abilities.
Privacy Statement in accordance with the Privacy Act – Information collected is for the purpose of
providing a volunteer service to Anglican Homes only. No personal information is used or disclosed
to other parties. All information is securely stored. Statistical non-personal information may be
utilised from time to time.
1. Personal details
Mr/Mrs/Miss/Ms/Reverend/Sister/Dr: (Please Circle) First Name(s) ______________________
(Preferred Name): __________________________ Surname: __________________________
Address: __________________________________________________ Postcode: __________
Tel (bus)________________________________ Tel (a/h): ______________________________
Mobile: ________________________________ Fax: __________________________________
Place of Birth: __________________________ Date of Birth: __________________________
Are you a permanent resident of Australia? ______ If not, when does your visa expire? ______
Next of Kin or Person to contact in an emergency
Name: ____________________________________ Relationship: ________________________
Emergency contact phone number: (home): ____________________ (bus): ______________
How did you find out about Anglican Homes Volunteer Service? ____________________________
Education Background: ____________________________________________________________
______________________________________________________________________________
Current/Previous Occupation:________________________________________________________
______________________________________________________________________________
Hobbies and Interests: ____________________________________________________________
______________________________________________________________________________
Are you at present under any Mutual Obligation scheme(s) with Centre Link? ________________

49
Samples
Standard Three
SAMPLE
Volunteer Registration Form cont’d
2. Location
Anglican Homes is able to offer a wide choice of volunteer positions in different locations
throughout Western Australia. Included with this registration form is a copy of the map indicating
the locations of Anglican Homes facilities. Please advise us in which area(s) you would prefer to
become a volunteer.
Preferred Locations________________________________________________________________
3. Availability
Which days/times are you available for volunteering?
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Morning
Afternoon
Evening
4. Type of volunteer activity preferred
What type of volunteer tasks would you prefer to undertake?
1st Choice: ______________________________________________________________________
2nd Choice:______________________________________________________________________
3rd Choice: ______________________________________________________________________
5. Health information
Do you have any physical limitations or are you under any course of treatment, which might limit
your ability to perform certain types of activities? Yes No
If yes, please describe ____________________________________________________________
______________________________________________________________________________
6. Volunteer drivers (to be completed by volunteer drivers only)
Yes No
(1) Drivers Licence Number ________________________________________________________
(2) Class of Licence ______________________________________________________________
(3) State or Country of Issue ________________________________________________________
(4) Date of Expiry ________________________________________________________________

50
Samples
Standard Three
SAMPLE
day day
day day
Acknowledgement to Anglican Homes (Incorporated)
Volunteer Registration Form cont’d
7. Referees
Please provide the names of two people who would be willing to speak on your behalf. The
referees may be a friend, a parish priest, a current or former employer, work colleague or a
neighbour etc. We request that the referees are not relatives. Contactable daytime telephone
numbers of your referees would be appreciated.
Referee 1. Referee 2.
Name: __________________________________ Name: ________________________________
Relationship: ____________________________ Relationship: __________________________
Telephone No.: ____________________________ Telephone No.: __________________________
Mobile No: ______________________________ Mobile No: ____________________________
PLEASE NOTE:
During registration procedures you will be asked to complete a Federal Police Clearance Form.
The cost will be met by Anglican Homes. You will also be requested to provide some form of
identification, which will be photocopied. e.g., Drivers Licence or Passport. Should we be advised
by the Federal Police Department that disclosable court outcomes are revealed your placement, as
a volunteer for Anglican Homes will be reviewed.
All Anglican Homes volunteers are subject to a trial period. The duration of the trial period will be
discussed during the interview. On completion of the trial period, the compatibility of the volunteer
with the volunteer position will be reviewed.
8. Declaration
I confirm that I have read, accept and agree to abide by Anglican Homes Mission, Values,
Philosophy of Care and Code of Conduct for Staff and Volunteers detailed overleaf. I confirm that
the information provided in this Registration Form is correct to the best of my knowledge.
(Printed Full Name – CAPITALS) (Signature) (Date)

51
Samples
Standard Three
SAMPLE
Acceptance Letter
Dear (Volunteer name),
Kwinana Home Support wishes to offer you the position of a volunteer. You will be
placed on a three month probationary period. You must provide a police certificate
and a medical certificate within the first two weeks of volunteering with Kwinana
Home Support. This is to be done at your own cost. After a three month probation
you will be reimbursed for your police clearance costs. You will then be issued a
permanent badge and a tee-shirt.
Confirmation of your appointment will be subject to the successful completion of
the three months probation period. Please sign the letter and the copy of your duty
statement and return them to the Volunteer Coordinator as confirmation of your
acceptance of this offer.
We look forward to working with you at Kwinana Home Support Service.
Chairman Volunteer Coordinator Volunteer
Date: Date: Date:
Acknowledgement to Kwinana Home Support Service.

52
Samples
Standard Three
SAMPLE
Acknowledgement to Carer’s Association of WA
Orientation Policy
Carers’ Association of Western Australia Inc: Policy and
Procedure Manual Section13: Volunteers
All volunteers will undergo an orientation session upon commencement with any of
Carers’ Association of WA’s Volunteer Programs.
Resource Centre Volunteer Program
At the pre-arranged orientation session, the volunteer will be provided with an Orientation
Package. This will contain:
• Carers’ Association of WA Volunteer Agreement
• Volunteer Personnel Record
• Job Description
• Copy of Section 13: Volunteers of the Policy and Procedures Manual and other relevant
sections including Code of Behaviour, Grievance Procedure and Occupational Health
and Safety
The volunteer will be given time to read through the Orientation Package and discuss any
areas of clarification with the Information and Training Manager. The volunteer and
Information and Training Manager will then complete the Volunteer Agreement and
Personnel Record Forms which will be filed with the confidential staff and volunteer
personnel files.
The Information and Training Manager will then complete an information session including:
• Working through the volunteers section of the Policy and Procedures Manual
• Expected times and hours of volunteer work
• Answering any queries regarding the nature of the work
“Linking Together”Volunteer Program
Volunteers in the “Linking Together” Program will undertake their orientation and
information session during the course of their training. This will include:
• Carers’ Association WA organisational structure, philosophy and funding
• Staff roles
• Insurance
• Issues relating to carer and support worker
Relevant Attachments
Organisation/Volunteer Agreement
Volunteer Personnel Record
Orientation Checklist
Volunteer Log Sheet

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