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ADOPTING THE CANADIAN CODE FOR VOLUNTEER INVOLVEMENT Contents
Harbourfront Centre Case Study
Introduction
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Step 1
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The Values and Guiding Principles of the Canadian Code for Volunteer Involvement
Preamble During 2012, Harbourfront Centre in Toronto, Ontario went through the process of adopting the Canadian Code for Volunteer Involvement (the Code). In a commitment to strengthen their volunteer engagement, they reviewed each of the 14 standards of the Code and compared them to current practices. This case study highlights Harbourfront Centre’s process of adopting the Code, and can be used as an example for organizations considering adopting the Code, or for those that have already adopted the Code and are interested in reviewing their current practices.
With more than 161,000 non-profit and voluntary organizations in Canada, the sector, scope and size of organizations is incredibly diverse. The processes of adopting the Code are reflective of that diversity, in that they are unique to the practices of each organization. The Code is intended to be flexible enough to apply to a broad range of organizations: small, medium and large, with different levels of resources, in both rural and urban settings, crossing a range of mandates, led by paid staff or by volunteers.
Step 2
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Organizational Standards for Volunteer Involvement
Step 3
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Communicating the adoption of the Canadian Code for Volunteer Involvement
Step 4 Embedding and sustaining the values, guiding principles and standards of the Canadian Code for Volunteer Involvement
This case study is intended to provide an example of how one organization reviewed the Code, and set forth a thorough review of each of the organizational standards. Upon adopting the Code, Harbourfront Centre has now joined the list of adoptees and declared a commitment to being a champion of effective volunteer engagement.
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Introduction Harbourfront Centre is a Canadian charity operating the 10 prime acres of Toronto's central waterfront as a free and open public site. We celebrate the multiplicities of cultures that comprise Canada and enliven the city through the creative imaginations of artists from across the country and around the globe. Harbourfront Centre attracts more than 17 million visits to its site each year to experience 4,000 diverse public events and activities. Harbourfront Centre is at the forefront of supporting and nurturing contemporary artistic creation, and acts as a catalyst to encourage communities to share their individuality through their creative potential. Harbourfront Centre’s commitment to the volunteer program ensured that appropriate resources were put in place to support volunteers and the volunteer program. It was recognized that additional staff resources were required, so an Assistant Volunteer Coordinator was hired on a permanent basis to help manage volunteers more effectively and efficiently. Due to the expansion of the volunteer program and rapid increase in requests for volunteers, a new online volunteer management software was acquired to allow for more efficient volunteer management, more equitable shift sign ups, better screening and matching of skills and experience to assignments, more effective communication with volunteers, and improved methods of statistical data collection. The volunteer management budget was increased substantially to cover the cost of public transportation for volunteer travel to and from Harbourfront Centre, and a volunteer registration room was set up during festival weekends where volunteers could relax during their breaks and enjoy a brief snack. A more structured volunteer program framework was established for volunteer recruitment and training, and a bimonthly e-newsletter was sent out to keep volunteers informed of goings-on at Harbourfront Centre.
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Step 1 The Values and Guiding Principles of the
Canadian Code for Volunteer Involvement
Harbourfront Centre began the task of adopting the Code by enlisting support from staff and volunteers; this was achieved by reviewing the Code’s values and guiding principles and determining their impact on Harbourfront Centre’s culture and organizational structure as they related to volunteer involvement. The Code’s values and guiding principles were shared with staff and volunteers. This section outlines the Code’s Values and Guiding Principles for Volunteer Involvement.
The Canadian Code for Volunteer Involvement (Volunteer Canada, 2012)
* The Value of Volunteer Involvement
Volunteer involvement has a powerful impact on Canadian society, communities, organizations, and individuals.
Volunteer involvement is fundamental to a healthy and democratic society in Canada • It promotes civic engagement and active participation in shaping the society we want • It gives everyone a voice and the space to contribute to the quality of life in communities Volunteer involvement is vital for strong, inclusive, and resilient communities • It promotes change and development through the collective efforts of those who know the community best • It identifies and supports local strengths and assets to respond to community challenges while strengthening the social fabric Volunteer involvement builds the capacity of organizations • It provides organizations with the skills, talents, and perspectives that are essential to their relevance, vitality, and sustainability • It increases the capacity of organizations to accomplish their goals through programs and services that respond to and are reflective of the unique characteristics of their communities
Volunteer involvement is personal • •
It promotes a sense of belonging and general wellbeing It provides the opportunity for individuals to engage according to their personal preferences and motivations
Volunteering is about building relationships •
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It connects people to the causes they care about, and allows community outcomes and personal goals to be met within a spectrum of engagement It creates opportunities for non-profit organizations to accomplish their goals by engaging and involving volunteers, and it allows volunteers an opportunity to engage with and contribute to building community
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Step 1 The Values and Guiding Principles of the
Canadian Code for Volunteer Involvement The Canadian Code for Volunteer Involvement (Volunteer Canada, 2012)
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Guiding Principles for Volunteer Involvement Volunteers have rights. Non-profit organizations recognize that volunteers are a vital human resource and will commit to the appropriate infrastructure to support volunteer engagement. • •
The organization's practices ensure effective volunteer involvement The organization commits to providing a safe and supportive environment for volunteers
Volunteers have responsibilities. Volunteers make a commitment and are accountable to the organization. • •
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Volunteers will act with respect for the cause, the stakeholders, the organization and the community Volunteers will act responsibly and with integrity
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Step 2 Organizational Standards for Volunteer Involvement
Harbourfront Centre reviewed their standards for volunteer involvement in considerable detail. Current practices for volunteer engagement were evaluated to explore gaps and opportunities - this was a lengthy process. Where gaps in volunteer engagement standards were identified, suggested practices were drafted. In cases where the standards were being effectively met, there was brainstorming for ways that they could be further strengthened. This section highlights Harbourfront Centre’s review of the standards and processes outlined to adopt each standard.
Standard 1: Mission-Based Approach The Board of Directors and senior staff acknowledge, articulate and support the vital role of volunteers in achieving the organization's purpose or mission. Volunteer roles clearly link to this mission. Implications for Harbourfront Centre: • • • • • •
Adopt a statement of volunteer commitment and ensure the volunteer recruitment and assignment processes are barrier free. Ensure volunteer recruitment is accessible to a wide variety of diverse communities through community-specific promotions and media. Ensure the implementation of related policy and training, and that oppressive behaviours (when applicable) are addressed in a timely manner. Ensure an environment and practices that affirm diversity. Ensure the implementation of related policies and the systematic evaluation of practices and processes. Encourage self-reflective practice, support progressive feedback from volunteers, and model expected behaviours.
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“On a motion duly made, seconded and unanimously carried, the Board of Directors expressed their appreciation to the volunteers for their many hours and years of service and to the management and staff on the occasion of the 25th Anniversary of this very successful Volunteer Program.” At Harbourfront Centre’s Executive Committee meeting on May 8th, 2012, the following motion was made: “On a motion duly made, seconded and unanimously carried, it was resolved that the Harbourfront Centre Executive Committee supports the Canadian Code for Volunteer Involvement”. The Volunteer Program at Harbourfront Centre is an integral part of their mission: engaging and supporting a wide range of communities, and building long-term relationships with communities to ensure relevancy and equity. With the implementation of the new Volunteer Program Strategy in 2009, a new open policy was recommended and implemented to open up the categories of the volunteer system to foster a more inclusive and accessible process.
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The new volunteer management software serves as a powerful adjunct to the Volunteer Office to manage, track and communicate with volunteers more efficiently and effectively. One of the great successes and features of Harbourfront Centre is its relationships with diverse communities, particularly ethnic communities, and the hundreds of dedicated volunteers from different communities that converge at Harbourfront Centre, full of enthusiasm and commitment throughout the year to contribute and give back to the community. Harbourfront Centre has a wide spectrum of volunteers from ages 16 to over 80, including high school students, university and college students, ESL (English as a second language) students, working professionals, retirees and seniors, and newcomers looking for Canadian work experience. Harbourfront Centre strictly adheres (in spirit and practice) to policies on workplace harassment that are outlined in the Ontario Human Rights Code. Harbourfront Centre embraces the concept of ethical behaviour. Orientation and training programs reflect expected behaviours and problem solving with respect to sensitive situations/incidents.
Standard 2: Human Resources Volunteers are welcomed and treated as valued and integral members of the organization's human resources team. The organization has an integrated approach for volunteer involvement including resources to support volunteer involvement. Implications for Harbourfront Centre: • • • • • •
Ensure the role and process of volunteer involvement is clear and consistently applied. Ensure accessibility and inclusion are considered for a diversity of communities, including accommodating people that are differently abled. Ensure staff have the resources and training needed to ensure the effective inclusion of a diversity of volunteers. Ensure consideration of different cultural perspectives and needs. Facilitate participation of a diversity of volunteers; consider their input at all levels; and address systemic barriers. Encourage individual and team reflection among staff and volunteers.
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Volunteers are recognized as an essential asset in support of the culturally diverse programming and special events produced at Harbourfront Centre. In 2012, volunteers worked 7,095 shifts and contributed over 28,186 hours.
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The adoption of the new Volunteer Program Strategy in 2009 not only revitalized the program, but also laid the groundwork for more effective management. The volunteer program’s new open policy is more inclusive and accessible; it includes all volunteers in volunteer communication vehicles, like newsletters, meetings and volunteer recognition events. Signing up for volunteer shifts is more equitable and reflective of volunteer preferences.
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A more structured Volunteer Recruitment Process in now in place: potential volunteers attend an information session, go through interviewing and training, and are mentored when necessary. Volunteer Staff and the Recruitment and Training Committee are constantly reviewing concerns regarding accessibility and inclusion. Volunteers with different abilities are accommodated with modified tasks. Different cultural perspectives and needs are considered during orientation sessions for ESL volunteers and partner volunteers.
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The Volunteer Office has increased staff resources to manage the growing demand for more volunteers across all departments. With the implementation of the volunteer program strategy, the Volunteer Strategy Steering Committee and sub-committees, namely the Recruitment and Training sub-committee, Newsletter Sub-committee and the Social Activities Sub-committee, are now in place. The committees play a key role in revitalizing the volunteer program, facilitating participation of a diversity of volunteers, and considering their input at all levels to address systemic barriers. The participation of staff and volunteers working together at different levels has encouraged individual and team reflection. Other agencies approach Harbourfront Centre for advice and direction.
Standard 3: Policies and Procedures A policy framework that defines and supports the involvement of volunteers is adopted by the organization. Implications for Harbourfront Centre: • • • • • • •
Implement policies such as employment equity and disability accommodation, and ensure organizational planning addresses associated barriers. Implement recruitment and program policies that enhance the organizational experience for a diversity of volunteers. Ensure anti-harassment/discrimination policies are in place and up-to-date, communicated, and consistently adhered to. Ensure diversity related policies and practices are in place and up-to-date, communicated, and consistently adhered to. Ensure anti-oppression policies are consistent with the law, and that planning and expectations are in place to support real change to any systemic biases. Policies support progressive and educational focused feedback. Ensure a Code of Conduct policy is in place with related expectations and consequences.
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The Volunteer Program Policy and Procedure Manual is fully documented and clearly communicated to all volunteers at their orientation and training sessions. Volunteers are reminded regularly to respect staff, fellow volunteers and visitors with whom they interact. The policies and procedures are reviewed and updated periodically to accommodate changes in the volunteer program, demographics and profile. Harbourfront Centre has an anti-discrimination policy in place, and volunteer placements are inclusive and adhere to them. Harbourfront Centre’s anti-harassment/discrimination policies are communicated to all staff members and consistently adhered to. Newcomers with the required skills and experience have ample opportunities to be placed in positions that will utilize their skills. Placements include shadowing experienced volunteers on their first shifts as a tool for on the job training, and assignments as office support workers to help gain work experience. Both the Volunteer Coordinator and the Assistant Volunteer Coordinator are from visible minority groups, are aware of the cultural diversity of the volunteers they work with, and are sensitive to the volunteers’ needs. Volunteers with special needs are assigned positions that they are comfortable with and will be paired with an experienced volunteer who will be able to model and provide additional support at
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At volunteer events, the Volunteer Coordinator ensures that any food served is acceptable to all cultural requirements and that no liquor is served in respect to age and culture. The Volunteer Coordinator takes volunteers with limited English language skills into consideration and adjusts the pace of the orientation and training sessions accordingly, taking time to clarify job descriptions and ensuring their volunteering experiences are positive. The Volunteer Coordinator creates and posts a “How to Work with Volunteers” document on Harbourfront Centre’s intranet to ensure that staff are familiar with the process of engaging volunteers. This document has also been incorporated in the orientation sessions of new staff members. The Volunteer Coordinator or the Assistant Volunteer Coordinator is on site at major events to manage volunteers and provide comfortable and safe check-in facilities.
Standard 4: Volunteer Administration The organization has a clearly designated individual(s) with appropriate qualifications responsible for supporting volunteer involvement. Implications for Harbourfront Centre: • • • • • •
Job description is clearly defined with expectations and qualifications listed. Highlights the opportunity to reflect the diversity of the community in the position and also mandates the position to increase reflection of diversity in the volunteer pool. Individual in the position promotes an affirming environment. Individual in the position creates and maintains a safe space, and highlights that violations will be taken seriously. Individual in the position ensures program practices are unbiased and provides human rights training for volunteers. Individual in the position models related practices and behavior.
Practical Applications: • The Volunteer Program is managed and overseen by the Volunteer Coordinator and the Assistant Volunteer Coordinator. They are responsible for volunteer recruitment, training, tracking, care and recognition, and administrative and statistical duties. • Both staff members of the Volunteer Office have the relevant key requirements for the job in terms of qualifications, experience, expectations, cultural competence, level of supervision, and lines of authority. In addition to being from visible minorities, both are acutely aware of the cultural diversity of the volunteers they work with and are sensitive to their needs. • The Volunteer Staff has created an environment where discrimination and oppressive behaviour from staff or volunteers are not tolerated. • The Volunteer Coordinator has demonstrated personal responsibility and accountability in said position and has acted as an advocate for volunteers, ensuring that they have the support and tools they need to do their jobs.
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Standard 5: Risk Management and Quality Assurance Risk management procedures are in place to assess, manage, or mitigate potential risks to volunteers, the organization and its clients, members and participants that may result from the delivery of a volunteer-led program or service. Screening involves assessing each volunteer role for level of risk. Implications for Harbourfront Centre: • •
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All volunteer activities are assessed for risk factors. Procedures and processes are identified to manage or mitigate the risk factors associated with volunteer activities. Volunteers are fully informed of the potential for risk, and are trained to manage or mitigate the risk factors. Volunteers are offered opportunities to give feedback about risk factors.
Practical Applications: • There are numerous volunteer roles that come with descriptions detailing specific activities and requirements; they are presented during orientation/training. Most new volunteers self-select the array of activities they are prepared to engage in with respect to their own comfort level and abilities. New volunteers are always paired with an experienced volunteer to ensure safety standards are met. Since many volunteer activities occur during the summer months, foot safety is stressed to avoid stumbles and falls, hence the rule of “no flip flops.” • Some volunteer roles, such as food demonstration and preparation, are considered risky, so volunteers may not participate in cooking; their role is limited and clearly delineated. In other areas of volunteer activity (like decorating), volunteers may not climb a ladder. When assisting staff members (on or off site), staff are reminded of volunteer safety criteria. • Risk factor consideration is built into volunteer training. Job titles have associated information outlining job requirements. Language and physical capabilities are taken into consideration when volunteer jobs are assigned. • Risk avoidance and volunteer safety are paramount; volunteer well-being is given equal attention. Staff and Volunteer Venue Coordinators (VVCs) ensure that volunteer feedback is continually requested. Feedback is achieved through a variety of mechanisms, including electronic surveys and both formal and informal interviews.
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Standard 6: Volunteer Roles Volunteer roles contribute to the mission or purpose of the organization and clearly identify the abilities needed. Volunteer roles involve volunteers in meaningful ways that reflect their skills, needs, interests, and backgrounds. Implications for Harbourfront Centre: • Ensure appropriate accommodation is provided as needed for equitable participation. • Opportunities that can engage diverse skills, such as language or cultural experiences, and meet wider needs are identified. • Roles are fairly assigned and volunteers are free from harassment, both as a victim or an instigator. • Engage diverse cultural experiences and skills. • Assess and ensure job descriptions are unbiased and barrier free, particularly for the disabled. • Encourage ongoing volunteer self-evaluation and ensure evaluation follow up by the Centre. Practical Applications: • Volunteers at Harbourfront Centre have the opportunity to volunteer at any of the organized cultural events. The incredibly wide array of volunteer positions includes cooking demonstration assistants, front of house assistants, craft assistants, workshop assistants, and information hosts at summer and cultural festivals. At literary arts events, volunteers may also help document readings by world-renowned authors via video recordings, assist at the information/subscription tables, or act as hospitality suite assistants. Weekday positions include office support assistants, prepping for school visits, and education program assistants. • Volunteer job descriptions have been created for over 45 volunteer positions at over 4,000 diverse public events (cultural festivals, literary arts events, office support, etc.). • Volunteer job positions are posted online on the Volunteer Management System and for major events, emails are sent out to all volunteers informing them of the postings to ensure equitable participation. • Experienced volunteers who both have the required qualifications and skills and would like to identify with the organization, are encouraged to join the various volunteer committees such as the Volunteer Steering Committee, the Recruitment and Training Sub-committee, where they assist with the recruitment and training of volunteers. Those who enjoy creativity in writing or design could join the Volunteer Newsletter Sub-committee; and those who enjoy organizing social events for volunteers could join the Social Activities sub-committee. Getting more involved in the organization can result in longer commitments and satisfying intrinsic needs. • Volunteers who have the prerequisite qualifications for mid-level supervisory roles and who would like the challenge of taking on leadership and mentorship can be trained as volunteer venue coordinators, who assist with volunteer supervision at major events. • The diversity of festivals at Harbourfront Centre provides opportunities for volunteers who speak a wide range of 25 different languages to assist artists and performers who are only able to communicate in their native languages or who feel more comfortable with volunteers from their own community. • Volunteer assignments take into consideration physical task demands such as front of house positions that require volunteers to stand for a long period of time, or décor set-up and milk distribution positions that require the ability to lift heavy boxes. Assignments for cooking demos clearly spell out that volunteers should not have food allergies and that those volunteering for craft activities should enjoy working with children. • Volunteers are provided with adequate tools and support for their position, like training before the shift.
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Standard 7: Recruitment Volunteer recruitment incorporates a broad range of internal and external strategies to reach out to diverse sources of volunteers. Implications for Harbourfront Centre: • Ensure recruitment strategies are broad, accessible, and skills-based. • Audit the volunteer pool to assess gaps in representation and recruitment, and then address those gaps with purposeful strategies. • Ensure the working environment is prepared to welcome and include a diversity of volunteers. • Recruitment message should reflect diversity. • Ensure the recruitment process is unbiased and open. • Commit to and be vigilant in addressing any personal biases or barriers. • Volunteers are selected based on role requirements and pre-determined screening measures. Practical Applications: • Recruitment is conducted year-round. Potential volunteers register online on the volunteer website to attend a Volunteer Recruitment session, which includes an information, interview, and training session, and a site tour of the York Quay Centre. • The volunteer website includes comprehensive information on the Volunteer Program, instructions on how to join the team, the array of volunteer positions, job descriptions, and volunteer opportunities. A photo gallery of volunteers in action and volunteer e-newsletters are also posted to familiarize new volunteers with the volunteer program. • Volunteers from all communities and walks of life are welcome to join Harbourfront Centre’s volunteer team. Accessible language is used in position descriptions, postings and communications to make the recruitment process more accessible to all potential volunteers. • At festivals that are organized jointly with other communities, partner volunteers from the respective communities are invited to work alongside Harbourfront Centre volunteers. • Volunteers are assessed on their abilities, experience and skills for the different positions. Volunteers with leadership skills are trained to be VVCs, whose primary role is to assist with volunteer supervision and management at major events. • Volunteers who are invited to join the Volunteer Steering Committee, Recruitment and Training Subcommittee, Volunteer Newsletter Sub-committee and/or the Social Activities Sub-committee are identified on the basis of their experience, skills and ability to contribute to the committee. • Special orientation sessions are conducted for short-term volunteers, such as partner volunteers and ESL volunteers, to accommodate for their language level. Experienced volunteers from their communities are invited to help with the orientation sessions. • New volunteers are interviewed by at least two experienced volunteer trainers to avoid bias.
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Standard 8: Screening A clearly communicated and transparent screening process, which is aligned with the risk management approach, is adopted and consistently applied across the organization. Implications for Harbourfront Centre: • The screening process should be based on the essential job related skills. • Screening processes should be sensitive to differences in language and culture-based understandings of volunteerism. • Articulate and assess related behaviours and attitudes. • Use diverse screening strategies and tools. • Ensure that volunteers and staff are familiar with screening processes. • Commit to and be vigilant in addressing any personal biases and barriers. Practical Applications: • New volunteers are required to attend an interview session and are asked to provide references. • Screening is done at the interview session by the Volunteer Trainers/Volunteer Coordinator to ensure that the volunteer is a good fit for the placement. • Harbourfront Centre does not require police checks, as volunteers do not work one-on-one with children or with vulnerable populations. • Volunteer screening is an ongoing process; the Volunteer Coordinator, staff, or the Volunteer Venue Coordinator (VVC) assesses volunteers on their performance, behaviour, and attitude. • A team of experienced volunteers with the necessary qualifications and experience are trained as VVCs to assist the Volunteer Coordinator in supervising small teams of volunteers at major events. • Staff and VVCs are required to complete a feedback form for every event and track discrepancies to be followed up by the Volunteer Coordinator. • The Volunteer Coordinator checks in regularly with staff that are supervising volunteers. • Children’s activities at festivals are conducted in open spaces and always in full view of parents and staff. • Education Program Assistant volunteers work under the supervision of Harbourfront Centre teachers and do not work alone with children.
Standard 9: Orientation and Training Volunteers receive an orientation to the organization, its policies and practices, appropriate to each role. Each volunteer receives training specific to the volunteer role and the needs of the individual volunteer. Implications for Harbourfront Centre: • Provide training in a range of formats, such as online. • Consider holding joint training sessions with organizations that serve the communities they want to attract to their volunteer pool. • Provide ongoing anti-harassment, anti-oppression, human rights, and cultural competence training. • Reflect diversity in trainers and materials. • Provide ongoing training and awareness opportunities to enhance their ability to recognize and address biases. • Training should reinforce and enhance self-reflective practice. • Build in expectations for personal development as part of ongoing evaluation.
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Practical Applications: • All new volunteers are required to attend an orientation session, which includes an information session, a group interview followed by a training session, and a tour of the venues and facilities at Harbourfront Centre. •
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The Volunteer Program, policies and practices, opportunities, positions, rights and responsibilities, expectations, and benefits are discussed at the orientation to ensure that all volunteers know and understand their role/position – including requirements, boundaries, reporting relationships and process, and other relevant elements of the volunteer program. Further training is provided during the first few shifts through shadowing, mentoring, and supervision by a staff member or VVC. The Volunteer Recruitment and Training team and trainers reflect diversity in terms of experience, expertise, communities, and age. Training materials include a PowerPoint presentation, group interaction, role-playing, and tours of the facility. Training mechanisms include role-playing to illustrate “dos and don’ts” for front of house positions, hands-on video camera training for volunteers for the International Festival of Authors, and mentoring for new volunteers during their first shift. Ongoing training includes staff presentations from different departments at volunteer meetings and pre-festival training both before the busy summer season and the International Festival of Authors. The Volunteer Orientation Manual contains comprehensive information about the volunteer program and policy and procedures, and is posted on the online Volunteer Management System for easy access. New volunteers are asked to reflect on what attracted them to Harbourfront Centre. Often, they mention that Harbourfront Centre has been a place that their parents brought them to. Cultural diversity is often mentioned as an attractive characteristic.
Standard 10: Support and Supervision Volunteers receive the level of support and supervision required for the role and are provided with regular opportunities to give and receive feedback. Implications for Harbourfront Centre: • Ensure supervision formats, processes and tools are accessible and inclusive, particularly culturally. • Solicit feedback on volunteers’ experiences of inclusiveness to help inform and shape ongoing evaluation and development. • Include evaluation and feedback on the code of conduct and the behaviour of volunteers and supervisors. • Regularly evaluate and update the supervision formats, processes and tools to ensure they are barrier free. • Provide guidelines and tools to assist ongoing self-awareness and reflection. • Evaluate feedback around the organization’s adherence and contribution to all cultural competence principles. Practical Applications: • Volunteers are supervised on every shift. At major events, the Volunteer Coordinator or the Assistant Volunteer Coordinator is on site to supervise and manage volunteers. • VVCs have been trained and assigned to assist the Volunteer Coordinator in supervising teams of volunteers at big events/venues.
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At each event, staff and VVCs fill in feedback forms on the performance of their volunteers, which are later reviewed by the Volunteer Coordinator to prepare an evaluation on the successes and challenges, if applicable. Volunteers who do office support on a regular basis are supervised by staff members who are responsible for meeting them on arrival and providing them with the necessary tools to complete the assigned tasks. The Volunteer Coordinator checks in regularly with staff responsible for supervising volunteers. The Human Resources department includes a component of “How to Work with Volunteers” in their Staff Orientation Program for new staff. The “How to Work with Volunteers” and volunteer request materials are posted on Harbourfront Centre’s Intranet as a refresher for staff who work with volunteers. The Volunteer Coordinator trains new program staff prior to the summer festivals, which is Harbourfront Centre’s busiest season, to familiarize them with working with volunteers. The Volunteer Coordinator and the Recruitment and Training Sub-committee have developed checklists, job descriptions and feedback forms for staff and VVCs, which are reviewed periodically for changes and updates. The Volunteer Coordinator follows up on any volunteer issues or concerns and takes the necessary action(s) to address them. Reported incidents and issues are investigated, responded to and debriefed. In addition to formal tools for feedback and supervision, volunteers are frequently engaged in informal conversations to get a feel for how things are going.
Standard 11: Records Management Standardized documentation and records management practices and procedures are followed and in line with current relevant legislation. Implications for Harbourfront Centre: • Ensure adherence to legislative guidelines, like privacy, voluntary submission of identity information, and access to said information. • Ensure consistency of data collected and stored. • Volunteer data is collected and stored while respecting volunteer confidentiality. • Collect volunteer data on experiences of discrimination or harassment to help address issues. • Mindful of different experiences in sharing personal information. • Administrators of data collection instruments ensure inclusive collection. Practical Applications: • The online Volunteer Management System allows for more efficient volunteer management. The volunteer database helps in the retrieval and measurement of information on diversity and statistics, and can easily identify communities, languages, skills and experience, thus providing an efficient system with which to match volunteers to their roles.
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The system is also able to track volunteers, provide a variety of statistical records, and generate reports. Volunteer profile records are stored, and individual schedules, training and hours are logged for each volunteer. Event reports include schedules, volunteer positions, and hours for each event. Annual reports compiling statistics for the year are generated and filed. All data collection adheres to privacy guidelines and only the Volunteer Office staff have access to the information.
Standard 12: Technology Volunteers are engaged and supported within the organization through the integration and intentional use of current technology. New opportunities to strengthen volunteer engagement and capacity through the use of technology Implications for Harbourfront Centre: • Volunteers are engaged and supported within the organization through the integration and use of current technology. • New opportunities for building volunteer capacity through technology are evaluated continually. • Information for recruitment, intake, communication, and support is made available to volunteers through online technology, depending on capacity and resources. • The organization undertakes a regular review of available technology to determine what could benefit volunteers and support effective volunteer engagement within the organization.
Practical Applications: • Orientation and training opportunities for new and seasoned volunteers are supported via computer applications, including online registration, videos and PowerPoint presentations. • A significant aspect of building a strong volunteer group is providing easy access to Volunteer Services through a comprehensive Harbourfront Centre website and its highly regarded computer applications. • Volunteer orientations include the review and practice of computer applications, as well as consideration for improvements by the Recruitment and Training Committee along with Volunteer staff. • Online technology has proven to be an effective method of maintaining a comprehensive and streamlined volunteer operation, as it provides meaningful data to both staff and volunteers. In addition to being informed of volunteer shift opportunities and having access to an automated shift registration system, volunteers are able to track their shifts and accumulated hours on a monthly basis. • Surveys are conducted electronically. This data informs process improvement and communication enhancement. • Six issues of the volunteer newsletter are published each year and sent out electronically to volunteers via the online Volunteer Management System. • Reference letters for volunteers are scanned and both sent via email and saved in their online profiles. • Meeting notices, agendas and other notifications are sent electronically to volunteers. • Effectiveness and quality issues concerning technology are frequently examined by staff and at Volunteer Committee meetings. Suggestions for improving and revising computer applications are forwarded to the provider agency.
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Standard 13: Recognition The organization recognizes the contributions of volunteers using ongoing formal and informal methods, applicable to the volunteer role. The value and impact of volunteer contributions are understood and acknowledged and communicated to the volunteer.
Implications for Harbourfront Centre: • Ensure criteria for recognition is clear and consistently and fairly applied. • Review and provide a variety of mechanisms for recognition, like internal peer recognition, specific community recognition, etc. • Contribution to establishing a respectful work/volunteer climate is a key criterion in the general recognition program. • Consider different cultural values/perspectives of volunteer recognition and adjust accordingly. • Regularly evaluate the recognition program to ensure it is consistent, inclusive and fair. Practical applications: • Contributions are consistently acknowledged. Volunteers are greeted at the beginning of their shift and thanked at the end. • Volunteers are thanked at volunteer meetings, post-event emails and in the volunteer newsletter. • The Annual Volunteer Recognition Party is held every year during National Volunteer Week to formally thank volunteers. The CEO, Directors and staff of Harbourfront Centre are present to honour the volunteers. Gifts and awards from different departments are presented to volunteers who have contributed tremendously to the respective department. • Directors of the respective departments acknowledge volunteer contributions in the Director’s updates in each issue of the Volunteer Newsletter. • Volunteer contributions are acknowledged in event guides and brochures. • Thank you letters are sent out following specific events. • Volunteer committee members are thanked at the end of their term, invited to a lunch hosted by the Director, and presented with an award. • Volunteers are given letters of reference upon completion of a minimum of 25 hours. • All volunteers are given public transportation tokens per shift and provided with access to the volunteer lounge at weekend events where tea/coffee and cookies are provided. • A climate of appreciation permeates the organization. • Benefits for the volunteer depends on their level of engagement and contribution. For ‘Volunteer Enthusiasts and Leaders,’ their volunteer photo ID provides access to Ontario and Toronto attractions and other in-house perks such as complimentary tickets to performances when available, and a discount at The Centre Shop and Lakeside Eats; they are also invited to (select) Harbourfront Centre events.
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Standard 14: Evaluation An evaluation framework is in place to assess the performance of volunteers and gauge volunteer satisfaction. The effectiveness of the volunteer engagement strategy in meeting the organization’s mandate is also evaluated. Implications for Harbourfront Centre: • Ensure evaluation criteria for volunteer performance are fair. • Ensure the evaluation considers the volunteer’s ability to engage a diversity of communities and relevant feedback from said communities. • Evaluation of volunteer involvement should reflect the volunteer’s experiences of the organizational environment. • Solicit feedback for any challenges encountered by the volunteer and welcome their recommendations in addressing them. Practical Applications: • Feedback from staff and the VVC are collected at the end of each event or shift. • Forms are available for volunteers to provide their feedback to the Volunteer Coordinator after each event or shift. • Based on feedback, the Volunteer Coordinator prepares an evaluation report to be discussed with staff or Volunteer Committee Members where applicable. • Volunteers are encouraged to email or call the Volunteer Coordinator or Assistant Volunteer Coordinator with any concerns or issues that arise during their volunteer experience at Harbourfront Centre. • An online feedback form is available for volunteers to access and submit to the Volunteer Coordinator when required. • Due to the large volume of volunteers, individual volunteer performance evaluations are not currently possible. However, when on-site, the Volunteer Coordinator and Assistant Volunteer Coordinator make it a point to connect with volunteers and solicit feedback from them regarding their volunteer experiences and address any concerns or issues that they may have. • After each event, both the Volunteer Coordinator and Assistant Volunteer Coordinator meet to discuss and evaluate volunteer performance, issues, concerns, and suggestions, even if they were not on site at the same time. • Feedback is obtained from conversations with facilitators, programmers, volunteer trainers and committee members to make recommendations or address issues and concerns. • In case of any issues or challenges, the Volunteer Coordinator will follow up with the respective party(ies) to try to resolve the issue and decide on what further steps should be taken if need be.
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Step 3 Communicating the Adoption of the
Canadian Code for Volunteer Involvement
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Upon reviewing each standard for volunteer involvement (as illustrated above) and adopting a motion by the Board of Directors, Harbourfront Centre officially adopted the Code. In declaring the organization’s commitment to promote the value of volunteer involvement and setting a standard for excellence with engaging volunteers in Canada, Harbourfront Centre was added to the list of adoptees on Volunteer Canada’s website. Following the Executive Committee’s vote to fully endorse the acceptance of the Code, Harbourfront Centre’s CEO directed this to be communicated throughout the organization. The Director of Community and Educational Programs, who is responsible for the Volunteer Department, informed departmental staff of the successful adoption of the Code. Volunteers are recognized as essential in the support of the culturally diverse programming and special events produced at Harbourfront Centre. References to the specifics of the Code are included in volunteer and staff documents and events. The statement of commitment is posted on Harbourfront Centre’s volunteer website, the homepage of the online volunteer management system, and in the Volunteer E-newsletter. Framed copies will be placed in the Volunteer Room, the Volunteer Office, and in other areas visible to volunteers and staff.
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Step 4 Embedding and sustaining the values, guiding principles and standards of the Code • •
Harbourfront Centre will consistently practice and review the organizational standards for volunteer involvement. The environment at Harbourfront Centre is constantly in motion with frequent changes and additions to program, staff and volunteers. Each change and addition requires scrutiny to ensure organizational objectives will be met. Evaluations of volunteers, programs and events are routinely scheduled to ensure that the volunteer program remains vital, dynamic and valuable.
Organizations interested in adopting the Canadian Code for Volunteer Involvement can learn more about it and access the Code at: http://volunteer.ca/content/canadian-codevolunteer-involvement To be added to the list of Code adoptees please send an email to:
[email protected]
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