Volunteer Guidelines and Expectations

Volunteer Responsibilities & Expectations

  • Schedule and keep appointments with clients for services requested

  • Notify Volunteer Coordinator of any challenges in scheduling or incomplete service

  • Stay within scope of services established by ENHN

  • Maintain confidentiality as outlined below, maintain/clarify appropriate personal and professional boundaries

  • Adhere to safety protocols (i.e., tool and ladder use, heavy lifting, icy paths)

  • Immediately report client welfare concerns, hazards, or accidents to Volunteer Coordinator

  • Complete Volunteer Hours Log and submit by the 15th of the following month to the Volunteer Coordinator via email

Volunteer Confidentiality

You will have access to the ENHN Volunteer List, including everyone’s name, phone number and email address, for the purpose of providing services through ENHN. You will be expected to not use or provide this information for any purpose other than ENHN-related services and business. Do not give a client the contact information of another volunteer, even if you know that other volunteer is currently working with that client. Instead, let the client know that you will notify the other volunteer that the client is wishing to speak to them. Exceptions should be approved by the Volunteer Coordinator.

Client Confidentiality

As an ENHN volunteer you will receive  personal information about clients, including names, contact details, relatives, sometimes Protected Health Information (PHI) and/or financial information. Volunteers must agree to keep all such information confidential, except when necessary to call 911 or request help from appropriate authorities in an emergency. When appropriate and approved by our Volunteer Coordinator, a signed release of information form is available and must be secured signed by the client and presented to receiver prior to sharing information.

Code of Conduct

ENHN maintains a policy of zero tolerance for discrimination, harassment and intoxication while performing services. As a volunteer, we all represent ENHN and help create a safe, respectful and welcoming environment for everyone. We need to treat all clients and volunteers with dignity and respect, keep client and volunteer information private, act safely and responsibly, follow the guidance of the coordinator(s) and report any concerns or emergencies immediately.

Conflict of Interest

Volunteers are expected to: 

  • avoid personal and/or financial gain

  • disclose conflicts to ENHN and clients (i.e., volunteer is engaged in similar service-related job or business)

  • not solicit or receive gifts (i.e., money, products of client’s talents/hobbies, tickets to entertainment events, or personal use of client’s personal property, equipment or dwellings)

Record Keeping

While we currently have no funding for the services we provide that requires us to report on volunteer hours, we know providing such metrics can be helpful, not only for funding and publicity purposes, but as a measure of the impact and value of the services we provide. We ask volunteers to report their volunteer hours/services on a monthly basis by the 5th of the following month via email to the Volunteer Coordinator. The ENHN Volunteer Hours Log form is included at the end of this manual and may be duplicated.

Volunteer Meetings, Training and Resources

Monthly meetings are offered the second Tuesday of each month from 1:30 to 3:00 pm, currently at the ECIA Railroad Building, subject to change. Occasionally, we offer an educational program designed to broaden the understanding and skill sets of our volunteers in meeting the needs of our clients. Attendance at volunteer and program meetings is not mandatory but is encouraged. It’s the best way to stay in tune with what’s happening in our program and with our clients.

Volunteers also have access to our online Vetted Resource List and are encouraged to add their own recommended resources for help for services beyond our scope, i.e., caregiver support, computer assistance, financial/legal, housing/care facilities, pet sitting/walking, electrical, plumbing, yardwork, etc. Volunteers are not to provide Vetted Resource information in printed/hardcopy form or in electronic/digital form to clients or others. The list is for internal use only and contains personal comments made by volunteers.

Volunteer Orientation and Ongoing Evaluation

Orientation for new volunteers is offered monthly during daytime hours with varying times/locations available to accommodate work schedules if necessary. Volunteers are expected to complete an orientation prior to offering any service.

If at any point a volunteer is seen as inappropriate for our clientele or program, unable to provide services safely as described above, or in violation of confidentiality requirements, code of conduct or undisclosed conflicts of interest, the volunteer may be coached to correct the situation or dismissed from the program. This rarely is the case.