Working to improve the wellbeing of
people in later life
Volunteer Handbook
Age UK Cornwall & the Isles of Scilly
Boscawen House Chapel Hill, Truro. TR1 3BN
Telephone 01872 266388 (main) or 01872 223388 (transport)
E mail: [email protected]
Web site : www.ageukcornwall.org.uk
Contents
About Age UK Cornwall and The Isles of Scilly
Page 3 Welcome
Page 4 Who we are, our Mission, Aims and Values
Page 6 What we do
Page 9 Volunteering Roles
Page 13 Volunteering with us
Page 14 Mutual Expectations
Page 15 Useful Information
Page 16 Key Policies and Procedures
About you as a volunteer
Page 19 Recruitment to volunteering
Page 20 About me and my Role
Page 23 Induction Checklist
Page 24 Training and Development Record
Additional Information
Page 26 E learning
Page 28 Training and Development
Page 29 Letter Template for Car Insurance
Page 30 Volunteer Agreement
Page 31 BACS form
Page 32 Expenses Form
My role is
My Volunteer number is
My base is
Telephone contact
E mail contact
Address
My team contact is
My Line Manager is
My HR Manager is
2
Welcome
On behalf of us all at Age UK Cornwall & The Isles of Scilly, I would welcome you and we are
delighted that you will be joining us as a member of our
team.
I cannot overstate the importance of volunteers, without
you we simply could not give the level and quality of support to the people we are working with. The commitment, time and talents that you offer makes a major contribution to all our work and we recognise that you bring
something special to the teams, adding value, diversity
and meaning.
We therefore believe that you deserve and should expect
to receive as much information, support and training / development opportunities as any paid
member of staff and should be valued, involved and respected in the design and delivery of the
services we provide. If at any time you have any ideas, suggestions or views on how we can
improve how we are working, I would be very pleased to hear from you.
I hope that you will find volunteering with us rewarding, interesting and valuable.
This handbook is designed to be a useful guide in understanding a little more about Age UK
Cornwall & The Isles of Scilly, our values, purpose and the ways in which we work. I hope it
helps guide you to find a role which suits you and your experience in the best way.
The information in the handbook will be supplemented by your induction and any training, as
well as through conversations with your team.
This handbook is yours to keep, so please feel free to add any information to it, as you go
along.
Once again, welcome to Age UK Cornwall & the Isles of Scilly, your volunteering story starts
here.
Tracey Roose
Chief Executive
3
Who Are We?
Age UK Cornwall and The Isles of Scilly , formally Age
Concern and The Isles of Scilly, was formed in 1972
and is the leading independent charitable organisation in Cornwall and the Isles of Scilly. We are committed to supporting people to improve their well being and to live the lives they wish to, to the best of
their abilities.
We are an independent Cornish charity which is part
of the Age UK partnership, and shares the same values and standards.
We are governed by a Board of Trustees, who all volunteer their time, and managed by a small
team of managers, ensuring that we keep our focus on supporting the older people of Cornwall.
We pride ourselves on having a clear mission, aims and set of values, which guide and shape all
of our work.
Our Mission, Aims and Values
Our Mission is :
‘Working
to improve the wellbeing
of people in later life’
Our Aims are:

To be the leading not for profit organisation providing services for the over 50s throughout Cornwall and The Isles of Scilly

To plan, implement, coordinate and develop services in response to identified need in
the community

To work in partnership with statutory, voluntary and independent sector agencies to ensure the best use of resources in meeting identified need.

To be accountable and transparent in our work and use the funds that we raise to further
our mission.

To respect and acknowledge diversity in our community, staff and volunteers and provide a safe and supportive environment for all those that work with us.
4
Living Well
is a set of values, which shape our way of working, that recognises that each
person is an individual and puts them, their goals and their lifestyle needs at the forefront of
all that we do.
We believe that by enabling a person to live the life they want to the best of their abilities, using their own motivation to achieve their chosen lifestyle, the person attains a greater sense of
well-being, which in turn has shown to have a positive impact on their health and reduces their
dependency on formal health and social care.
People tell us that well-being means different things to each person, but generally they say
that a good sense of well-being is about having friendships, meaningful relationships and connections to others, a safe and comfortable environment, keeping active, feeling useful, respected and valued, having choice and control, having a feeling of belonging and being able to
give as well as receive—an active participant in life not just a passive recipient.
Our values

A person must be supported to live the life they want to live, to the best of their abilities

A person must retain a sense of control and choice and be respected in managing their
own risks and supported to do so when they find aspects of this difficult. We are facilitators, not fixers or their managers.

Everyone is an individual, every individual deserves to be shown respect and value, and
seen for what they can do and can offer. No one has labels, is a disease or a number.

We must be bold and passionate in doing what’s right for that person and upholding
their goals and needs in the forefront of health and social care planning, enabling them
to maintain control and choice over their lives.

We must have a positive attitude, showing that anything is possible, with determination,
imagination and being adaptive, in order to respond to the person’s needs and wants, in
the most appropriate manner for them.

We must be cooperative, responsible and recognise everyone’s value and contribution to
forming an integrated team based around the person. Putting the person before the organisation or our own needs.

We must be responsible for ensuring others hold the same values, creating an environment to share and reflect on those values.
5
What we do
One of the best things about joining Age UK Cornwall & Isles of Scilly is that there is such a
wide range of things to get involved with.
The services we offer are constantly evolving and changing as opportunities to do more, or do
something differently, emerge. To connect a person with any of the services is simply a call to
our Main Reception 01872 266388, or for Transport 01872 223388 or Carers Helpline 01872
266383
Below is a few of our core services.
Information and advice.
People often phone us seeking Advice and Information on a whole range of issues, from simple
questions such as where to find a podiatrist, to how to gain the care support they require. We
will find the information they require and signpost them in the right direction, or connect them
up with any of our services, if that’s what they request.
Carers Support
We work hard, in partnership with the Cornwall Carers Service, to help the many carers, across the county, linking
them, via our Carers Support Helpline, to the full range of
support services on offer to them.
Living Well
Sometimes people need a little more help as their health and
confidence levels may be such that signposting isn't enough.
This is where we can give time to a person, meeting them in
their own home to have a conversation and really get to know
them, what they want and need, and what motivates them to
improve their health and well being and Live Well.
Supporting a person to achieve their goals often takes a team
approach, working with volunteers to enable a person to take
those small steps to improve their situation. The team will
work with the person’s GP and their health and care team, to
ensure everyone is working together to support that person to
improve their well -being through reaching their own lifestyle
goals.
6
Loneliness and Isolation
This is such a common problem and one of the biggest impacts on a
person’s health and well-being. So often people tell us they want to
make friends and still do all those things they used to enjoy. Our Befriending service helps people to reconnect to old friends and make
new friends, building people’s confidence to go out and join in.
Advocacy
People are often frustrated by paperwork and forms, finding it
hard to complete or keep on top of their bills and correspondence.
Often people need more money to achieve their goals and manage
their care needs. This is where our Advocacy team can help, by assisting with paperwork and helping people claim their benefits.
Assistance around the home
Sometimes the simplest of tasks around the house can become
the most difficult, and sap our energy and confidence. The Home
Care Assistants can help a person by offering help with those
more difficult tasks, such as housework and shopping, being
mindful to build confidence and promote independence all the
time.
Transport
This is one of the main challenges of living in Cornwall, transport is
never easy if you don’t drive your own car. TAP (Transport Access
People) will arrange volunteer drivers to take people to any appointments, whether social or medical.
Products and Services to help people
We understand that when choosing the right product or service you
want someone you can rely on. With this in mind we offer a range
of quality, reliable products and services designed for the needs of
over 50’s, including gas and electricity; travel, home and car insurance; Lifebooks; weekly lottery; funeral plans; personal alarms; equity release; annuity services; wills and legal services; mobility and
healthcare products. We not only offer these tailored products but we also provide a face to
7
Memory Support
Many people experience memory loss as they get older and enjoy
attending one of our Maintenance Cognitive Stimulation courses,
where they can do different activities that focus on maintaining their
memories, whilst enjoying the company of people in a similar situation
FootCare
It is frustrating to not be able to see or reach your toenails and podiatrists can be expensive, just to have your toenails trimmed. Our FootCare Assistants can help by offering low cost Nail Cutting appointments for straight forward nail cutting.
Steady On!
There is nothing more frightening than the fear of falling over. One in three
people over 75 fall each year, and for some, this can have a massive impact on
their lives. Often there are simple things that can reduce the risk or lessen the
impact of a fall. Our Steady On volunteers can work with a person to spot any
potential risks and help a person to manage them.
Day centres
Day Centres are great places to meet up with old friends, meet someone
new, take up a new hobby or two, enjoy delicious meals and be yourself. You
can even have a pamper day with a bath, haircut and manicure.
Sailability
Cornwall has such strong connections with the sea, with
many people enjoying being on the water. There is a
wealth of evidence to support the benefits of participation
in sport and physical activity for older people with a disability. This unique project can give an older disabled person
the opportunity to reconnect with the sea. Using purpose
built boats, adapted to meet the needs of the individuals, people are able to get afloat again
and enjoy sailing and the company of fellow sailors.
8
Volunteering roles
As you have seen there are a wide range of ways in which we support people, and therefore
there are many different volunteering opportunities.
We treat all of our volunteers as individuals so we work with you to tailor your role and time
commitment to your lifestyle, whether you want to blend a range of roles or to focus on one
aspect. Where you wish to, we will endeavour to make full use of your skills and experiences
and incorporate opportunities to gain new skills and knowledge. We want you to gain as much
from your volunteering as you give. All volunteers have an induction and will receive further
training, specific to the roles. They will also have a regular review to give the opportunity to
reflect on their role and make any agreed changes.
Living Well
‘It’s just lovely being able to see what a difference you can make
to a person’s life’
Working in a team to enable and empower people to build confidence and take those small steps to attain their lifestyle goals,
becoming more independent and connected with their communities
This role involves:
Being very flexible and happy to do a variety of things as everyone needs something different.
Sometimes it can be a one off offer of support, or a few visits to a person to build their confidence or help them sort out an issue. It may be accompanying a person to a social group to
enable them to develop friendship and pursue hobbies.
Training on Health Condition Awareness and Helping People Change will be provided.
Advocacy
‘It was such a worry, they’ve been so kind and patient’
Filling out paperwork, keeping up to date with bills and managing
correspondence can be a real challenge for some people.
This role involves:
Visiting a person to help them sort out and complete any of their
paperwork, enabling them to feel they can manage it in the future.
Helping people claim the benefits they are entitled to.
9
Befriending
‘I do so look forward to the coffee corners, makes such a change
from looking at the same 4 walls’
Changes in lifestyle often leave people feeling lonely and cut off
from friends and their social lives, resulting in a loss of confidence and self esteem, making it all the more difficult to build
new friendships or re connect with old ones.
This role involves:
meeting a person and supporting them to develop a network of friends and feel included in
their communities. It may be a short term role, or may be over a longer period of time, depending on the person’s needs.
Training on Health Condition Awareness and Helping People Change will be provided.
Maintenance Cognitive Stimulation Therapy
‘It’s like a lifeline, and fun too’
Meeting up with people in similar situations and working together to help each other preserve their memories can be
very powerful.
This role involves:
Either facilitating, or helping the facilitator to run, a 14 week
course for a small group of people with memory loss. You can
create your own materials or be provided with them.
The courses are repeated throughout the year and you are
supported by a network of other facilitators and a team leader.
Full dementia awareness and facilitation training ( for the facilitator role) is given.
Volunteer TAP Driver
‘It’s so rewarding to know that getting a person to their appointments makes such a difference
to them’
Volunteers drivers provide the perfect solution for people who can’t
drive, find it difficult to use public transport and who otherwise would
not be able to leave their homes. Our drivers provide more than a taxi
service.
The role involves:
Greeting someone at their door and driving them to their appointments, whether medical or
social. Helping them to get indoors safety and with confidence, providing the reassurance that
you will be there to collect them and return them back home safety.
MIDAS training is provided.
10
Steady On Falls Prevention
‘I’ve found such new confidence, I even went to Truro, it’s a new
lease of life’
Falling and the fear of falling are two of the main factors that prevent people being active and enjoying life. Falls can often be prevented through small changes to a persons home environment and
by doing some simple exercises.
This role involves:
Visiting a person in their home and identifying any risks and offering
different solutions, including being referred for balance and stability exercises.
Training on Health Condition Awareness and Helping People Change will be provided.
Day centres
‘Its just lovely meeting everyone, they are so kind’
Having a place to meet old friends, make some new
ones, pursue hobbies and have some fun, these are our
day centres. They are managed by staff, with a team of
volunteers adding that extra value, helping people have
an excuse to go out, be active and learn new things, remain independent and connected.
This role involves:
Greeting people and having a chat, running an activity or being an extra pairs of hands to help
out at the various events such as coffee mornings and trips out.
Training on Health Condition Awareness and Helping People Change will be provided.
Sailability
‘It’s such fun, and so sociable’
Being able to continue to enjoy hobbies and sports is crucial to having a
happy older age. Sailability provides that opportunity for people to continue, or even take up, sailing in an accessible safe way, that is still fun.
This role involves:
Engaging with and recruiting older disabled people to participate in sailing sessions and assist people during sailing activities at Mylor Yacht Harbour, learning new skills as you go. Sports leaders training is provided.
11
Fundraising.
There’s so much more to fundraising than just rattling a bucket—in
fact, there’s no limit to the imaginative ways in which you can raise
money. So any Bright Ideas?
This role could entail:
organising fund raising events, helping to promote our work, take on
a challenge, serving refreshments at the Royal Cornwall Show
Other ways to help
No matter what you do, you're still making a difference to someone’s life
Additional roles could include:
Become a trustee
Provide office support
Provide IT support to the people we work with
Share your skills and knowledge through training others, including staff ands volunteers.
12
Volunteering with us.
Before you start.
We will meet with you and discuss what it is that you would like to do, what skills and experiences you have and how you would like to volunteer with us. We will look at the various roles
and discuss what your role may look like. If you would like to proceed, we will collect a few
basic contact details, apply for a Disclosure and Barring check and seek two references and arrange any necessary induction and training.
Induction
This induction introduces you to your team contact, the organisation, its missions, aims and
values. It will also give you the opportunity to meet your team, firm up the details of your role
and ask any questions. It will cover any relevant policies and procedures and book any training.
This induction may be 1:1 or as a group, depending on the situation.
We aim to use e mail contact as much as possible, in order to keep our administration costs to
a minimum. Please ensure you give us your current e-mail address. You will also be asked to
complete some e –learning training as part of your induction. If you do not have access to a
computer or may find this difficult, please discuss this with your team contact and alternative
arrangements can be made.
Training
Following induction, relevant training will be provided. Much of the training is awareness raising and doesn't involve any formal assessments or tests. Some of the roles do require you to
attend an accredited course, which may involve an assessment. The training will be discussed
at your induction. The team contact will always support you through any training and you may
be offered a buddy.
For e-learning and training information, please see enclosed.
Ongoing support
We provide regular informal opportunities for volunteers and staff to get together, over a cup
of coffee, if you wish. Depending on the role, there are often networking events and team
meetings.
Your team contact is always there to offer you any support. In addition your Team Manager
and Director of Human Resources are always willing to listen and help.
We produce a regular staff and volunteer newsletter and have a website that helps everyone
keep in touch. Volunteers are always welcome to attend any of the social events, such as
Christmas parties, held throughout the year.
Your development opportunities don’t end when you have done your training , our services
are continually evolving, so there is always the option of extending or changing your role and
receiving further training.
13
Mutual Expectations
You can expect from us

To be valued and respected for who you are and for what skills and experience you bring
to the role

To have regular contact with and support as required, from your staff
contact and team.

To have clear information about your role, supported with induction
and training.

To be recognised for your positive contribution

To receive out of pocket expenses, reimbursed as per the policy.

To be able to change your role or decline a volunteering activity, without pressure.

To have your voice heard and have the opportunity to influence our work

To have regular reviews to give the opportunity to reflect on your role and to agree any
changes.
We will expect from you

To reflect the aims and values of the organisation.

To be reliable, punctual and respectful.

To recognise the boundaries of your role and work within them.

To keep in regular contact with us, making us aware of any changes that may impact on
your role and seeking support as required.

To follow the policies and procedures in relation to your role. In particular, to respect a
persons right to a private life by following the confidentiality and data protection policies.

To be accountable for your actions and accept constructive comments.

To take part in your induction and training programme.

Not to accept any gifts or payments or generate any personal income through your role.

To have regular reviews to give the opportunity to reflect on your role and to agree any
changes.
14
Useful Information
Volunteer agreement
This agreement is to show our commitment to you as a volunteer and outline your commitment to Age UK Cornwall & the Isles of Scilly. Please read this carefully ( see enclosed) and if
you are happy, sign it, returning it to your staff contact at your induction.
Health and Safety Agreement
In order to ensure the safety of all our volunteers, staff and the people we work with, we take
Health and safety seriously. Please read the enclosed Health and Safety Policy, asking any
questions at your induction. We will ask you to sign the enclosed form at your induction to assure us that you have read and understood your duties regarding Health and Safety.
Expenses
You will be reimbursed for any legitimate expenses whilst volunteering with us. You will need
to complete an expense form ( see enclosed) and submit it promptly to your staff contact at
the end of each month. Please keep a copy of your expense claims.
Typical expenses include travel expenses from your home to your agreed place of volunteering , telephone calls and postage stamps. Please discuss with your staff contact during your induction as to what expenses relate to your specific role.
Payments will be made directly into your bank account, so please complete the enclosed bacs
payment form and return it to the finance department via your staff contact. This is usually
within 2 weeks of your expense forms being received.
Equipment
We will provide any equipment and personal safety wear that is required for your role. Please
discuss this with your key contact at your induction.
Car Insurance
If your role involves the use of your car, you must ensure that you have adequate car insurance
before your begin. Please contact your insurance company and inform them of your volunteering role. A template of a letter to your insurance company is enclosed, for you to use if you
would find it helpful.
Accidents
If you, or someone you are working with has had an accident, no matter how small, you must
report it. Equally you must report any faulty equipment or unsafe conditions. Please report to
your staff contact or the Director of Human Resources.
15
Key Policies and Guidance
This is a brief overview of the policies and procedures that are relevant to your role. Full copies
can be requested from your staff contact. They will also be available during your induction.
Health and Safety
As a volunteer you are responsible for your own safety and for helping the people, you are
working with, to be responsible for their own safety. We will endeavour to ensure that your
volunteering conditions are as safe as possible but you must be responsible for informing us of
any incidents or potential safety issues.
Lone working
Many of the roles will involve you being alone and / or just with the people you are working
with. It is important that you read and understand the lone working guidance and have a system in place, that has been discussed with and agreed by you staff contact, at your induction.
Conflict of Interest
From time to time a conflict may arise, it is therefore important to inform your staff contact of
any work, whether voluntary or paid that you do, so that you can discuss how a potential conflict situation may be averted. It is absolutely unacceptable to use any volunteering work for us
to support your own paid work.
Confidentiality and Data Protection.
During you role, people will share with you sensitive information about themselves and their
situation. This is their information and is not to be shared, unless there is a specific and legitimate reason for doing so, and then only with the person’s permission.
This also involves ensuring that their information is stored and if shared, is done so securely to
avoid anyone else having access to it, whether purposely or accidentally.
Please remember that people like to be reassured that we are being respectful of their information.
Safeguarding Children and Vulnerable Adults
Everyone has the right to live their life free from violence, fear and abuse. Not everyone can
protect themselves. There are many types of abuse which you may come across.
It is important to recognise potential abuse and your duty to report it. It is not your role to investigate it.
The policy and procedure explain the different types of abuse, what actions to take if you suspect, or are told about any abuse, and what will happen next.
16
Compliments, Complaints, Comments and Suggestions.
We are constantly striving to improve what we do and are always keen for volunteers, staff
and the people we are working with to feedback and suggest ways to improve. Equally it is also
valuable to recognise where we are doing well, and which team members we can all learn
from. There is nothing more rewarding to every member of the team to hear a thank you and
recognise that between us we have made a positive difference to a person’s life.
We ask for any Compliments, Complaints, Comments and Suggestions to be feed back to our
senior management team via the enclosed form, or via telephone to your staff contact or the
Director of Human Resources.
Communicating with the Media
Maintaining a good relationship with the media is important to ensure people retain their trust
and confidence with the organisation, access our support and continue to help us raise funds
to continue our work. All media contact is therefore managed through the Senior Managers.
Volunteers should not respond to media representatives in an Age UK Cornwall & The Isles of
Scilly capacity or write letters to editors on any matter relating to the organisation without prior agreement from their Line Manager. It is expected that volunteers protect the organisation’s reputation and uphold the values at all times when using social media and understand
that no social media site is completely private and safe.
No images of a person or details of their ‘story’ should be taken or shared without the persons
express recorded consent. Copies of the consent form can be obtained through your staff contact.
Fair Treatment
Everyone has the right to be treated fairly, with dignity and respect. We will endeavour to provide an environment free from unlawful discrimination, harassment or victimisation on the
grounds of sex, pregnancy, age, marital status, civil partnerships, disability, sexual orientation,
gender reassignment, race , colour, religion or belief, ethnic or national origin and political allegiance.
If you feel that you are not being treated fairly, or if you want to speak up for someone else
please contact you staff contact, line manager or Director of Human Resources.
17
About You as a Volunteer
18
From Recruitment to Volunteering
19
About Me and My Volunteering Role
My hobbies, skills and experience…...
I can give the following at this stage ( time, location, knowledge , skills…...)
I am interested in doing the following …...
My volunteering role is…...
In my role I will be doing…...
In my role , I am not able to…...
This is how we will work together ( process and procedures)…...
20
The Key policies / discussion topics and how they relate to my role.
Health and Safety. My responsibility in relation to Health and Safety is to…...
Lone working. My responsibility in relation to Lone Working is to…...
Safeguarding for Vulnerable Adults and Children. My responsibility in relation to Safeguarding is to…...
Confidentiality and Data Protection. My responsibility in relation to confidentiality and data
protection is to…...
Compliments, Complaints, Comments and Suggestions. My responsibility in relation to Compliments, Complaints, Comments and Suggestions is to…...
Conflict of Interest. My responsibility in relation to conflict of interest is to…...
Communicating with the media. My responsibility in relation to the media is to…...
21
My Contacts
My staff contact is
I can contact them by ( how and when)
My Line Manager is
I can contact them by ( how and when)
My Director of Human Resources is
I can contact them by ( how and when)
Other Information
These are the expenses I can claim and this is how to claim them.
This is the equipment I will require
This is the e-learning I need to complete (see enclosed e learning guide)
This is the training I will need. (see enclosed training guidance)
22
My Induction Checklist
Things to do
Completed
Date
(or N/A)
Volunteer application form completed with 2 referVolunteer agreement completed
Health and Safety Agreement signed
Car insurance verified
BACS form completed and given to staff contact
DBS form completed
DBS report returned and staff contact informed
Induction session complete
Induction e learning discussed and completed
Training discussed arranged and completed
23
My Training and Development Record
Title
Date Completed
24
Additional Information
25
E– Learning.
All inductions contain the basic information contained within these e-learning courses. However, for some roles, a greater understanding is required, therefore we ask that the relevant e learning courses are completed. Some of the further training may also cover some of these areas, in which case you would not be required to complete the relevant e learning.
E-Learning
Volunteer Role
Confidentiality and Data Protection
Living Well, Advocacy, Befriending, MCST facilitator,
MCST Support, Day Centres, Steady On,
Equality Essentials
Living Well, Day Centres, Befriending, Sailability
Mental Capacity Act
Living Well, Day Centres, Advocacy, Befriending,
Person Centred Thinking
Living Well, Day Centres, Befriending
Safeguarding Adults
All
Dementia
Living Well, Advocacy, Befriending, MCST facilitator,
MCST Support, Day Centres, Steady On,
Food safety, Infection Control, Nutrition Living Well, Day Centres, Befriending
and Hydration
What are e-learning Courses?
These are simple presentations delivered through the skills booster on line website. They provide information, which is supported by a series of scenarios. At the end there is a set of multiple choice questions.
The idea of the questions is to aid learning , so you can go back and repeat the course and answer the questions as often as you wish. Each course varies in length between on average 30
minutes and one hour. They can be started and stopped as often as you wish.
When you register on line, you will be offered a wide choice of e learning courses. If you wish
to do additional ones, please feel free to do so. They do not cost you or the organisation.
You are welcome to use the computers at Boscawen House or in the Day Centres, please ask
your staff contact to arrange. If you need support to use a computer or access the e-learning ,
please ask, this can be easily arranged.
If you have any difficulties, contact Senior Admin Officer on 01872 266388
26
How to access e-learning
Open your internet page and type www.skillsboosteronline.com/cornwall into the address bar
The skills booster internet site should automatically open.
If this is the first time you have used this e-learning , you will need to register.
To Register
Double click on the highlighted text called ‘USER REGISTRATION FORM’. This will open up a
form to complete.
On the Form enter the following details:
Group—DO NOT CHANGE
Title—enter your details
Name—enter your forename
Surname—enter your surname
E mail address—enter the one you use most often
Username—enter your name
Password—enter a password of your choice
Organisation—click on Age UK Cornwall ( fomally Age Concern) option from the drop down
box
Click NEXT
Click on the box to SELECT ALL COURSES
Click FINISH.
You are now registered. You will automatically receive an e-mail that contains your username
and password and a link to the e-learning site. It is best to keep this somewhere safe for use
next time. You can double click on the link to do a course.
Repeat Visits
Once you have registered, you can access the site in exactly the same way, but instead of registering, you enter your username and password on the left hand side of the front page of the
website.
Completing a Course
The list of courses that are accessible are now listed. To select a course, double click on the
name of the course on the left.
Once you are happy with the course, you can complete the assessment. Please print off a copy
of the certificate and give it to your staff contact.
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Training.
As a volunteer you may meet a wide variety of people in a number of different situations. In
order to help you give the best experience possible to the person you are with and for you to
feel confident, comfortable and skilled in carrying out your role we provide a variety of training.
Detailed below is the list of courses provided for each volunteer role. The staff teams undergo
the same training, giving you an opportunity to get to know more of the team.
If you would like to complete any of the training , that is not listed against your role, this
shouldn't be a problem. Please discuss this with your staff contact.
We often are able to access additional training, free of charge to volunteers. If there is any particular training you would like to do, Please just ask your staff contact.
Training Courses
All training is arranged through your staff contact.
Training
Volunteer Role
Knowledge is
Assessed
Health Condition
Living Well, Advocacy, Befriending, Day
Centres, Steady On.
No
Helping People Change
Living Well, Befriending, Day Centres.
No
Benefits Awareness
Advocacy
No
Dementia Awareness
MCST Facilitators
Yes
MCST Volunteer
MCST Facilitator Training
MCST Facilitators
Yes
MIDAS
TAP
Yes
First aid
TAP, Day Centres
Sports Leaders
Sailablilty
Yes
As we endeavour to keep accurate records of all training provided, please give a copy of any
certificates to your staff contact.
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Letter Template Informing your Car Insurance Company about your Volunteering Role with Age UK Cornwall & The Isles of Scilly and Seeking
Verification of Insurance Cover.
Name:
Address:
Date:
To ( Insurance Company):
Policy Number:
I intend to undertake occasional voluntary work and from time to time I will use my vehicle to carry passengers or carry out other duties as requested.
I am entitled to a mileage allowance for these journeys to cover the running costs of my vehicle in accordance with Section 1 (4) of the Public Passenger Vehicle Act 1981, which exempts me from both Passenger Service Vehicle and Hackney Carriage / Private hire car licensing laws. Such expenses will be
claimed on a non– profit basis.
I should be grateful if you would confirm that my existing policy covers me for such volunteer driving.
Please use the tear off slip below.
Please also confirm that my policy contains a clause indemnifying the agencies with which I am a volunteer against third party claims arising from my use of my vehicle for such voluntary work.
Yours faithfully
From ( Insurance Company ):
To ( Policy holder / Driver):
At ( address):
Re ( Policy Number):
This is to confirm that your insurance policy covers voluntary driving ( for which a mileage allowance may
be received). This also confirms that the above policy contains a clause indemnifying the agencies with
which you are a volunteer against third party claims arising from the use of your vehicle to carry out such
voluntary work
Issued by:
Date:
29
Volunteer Agreement
This agreement shows our commitment to you as a volunteer and outlines your commitment to Age UK
Cornwall & the Isles of Scilly. The intention of this agreement is to assure you of our deep appreciation of
your services and to indicate our commitment to do the very best we can to make your volunteering experience here a productive and rewarding one.
Please read this carefully and if you are happy, sign it and return it to your staff contact at your induction.
Age UK Cornwall & The Isles of Scilly agree to accept the voluntary services of:
And commits to the following:

To show value and respect for who you are and for what skills and experience you bring to the role

To have regular contact and support, as required, from your staff contact and team.

To provide clear information about your role, supported with induction and training.

To recognise you for your positive contribution

To provide out of pocket expenses, reimbursed as per the policy.

To enable you able to change your role or decline a volunteering activity, without pressure.

To listen to you and give you the opportunity to influence our work

To provide regular reviews giving you the opportunity to reflect on your role and to agree any
changes.
We expect you to commit to:

Reflect the aims and values of the organisation.

Be reliable, punctual and respectful.

Recognise the boundaries of your role and work within them.

Keep in regular contact with us, making us aware of any changes that may impact on your role and
seeking support as required.

Follow the policies and procedures in relation to your role. In particular, to respect a persons right
to a private life by following the confidentiality and data protection policies.

Be accountable for your actions and accept constructive comments.

Take part in your induction and training programme.

Not accepting any gifts or payments or to generate any personal income through your role.

Have regular reviews to give the opportunity to reflect on your role and to agree any changes.
Agreed by:
Date:
30
Health and Safety Agreement
This agreement is intended to show our commitment to providing you with a safe and healthy environment. Please read it carefully and sign it at the bottom, returning it to your staff contact at your induction.
My Health and Safety Agreement
As a volunteer of Age UK Cornwall & The Isles of Scilly, I understand that I have a duty to:

Ensure that I maintain the highest possible standards of health and safety at all times; taking reasonable care for my health and safety and that of fellow volunteers, staff and anyone else who may
be affected by my volunteering practices

Abide by all the policies, procedures and training related to health and safety and welfare.

Not interfere with or misuse tools, equipment, articles or substances while at work

Correctly use the equipment provided, including personal protective equipment, in accordance
with my training or instructions.

Read, understand and follow all safety procedures as they relate to all machinery and equipment,
articles and substances prior to their use.

Read and understand all risk assessments that are relevant to my volunteering role and seek assistance from my staff contact if anything is unclear

Report all accidents and near misses as soon as possible to my staff contact or Line manager of Director of Human Resources.
I understand that this agreement is intended to ensure my safety and that of those that I am working
with, and that if I do not abide by the above, it may lead to the cancellation of my volunteering role.
Agreed by:
Signed:
Date:
31
Bank Details for BACS Payments
Your Name:
Your Address:
Name of your Bank / Building Society:
Address of your Bank / Building Society:
Bank Sort Code:
Bank Account Number:
Please Note: If you have a Building Society Account, please state the Sort Code and Account Number of
the Bank through which your building society receives payments. Then give your Building Society Reference below
Building Society Reference:
Name of Account:
Signature:
Date:
Please return the completed form to
Age UK Cornwall & The Isles of Scilly
Finance Department
Boscawen House
Chapel Hill
Truro
TR1 3BN
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Claiming Travel Expenses
If you incur legitimate business expenses whilst working or volunteering for Age UK Cornwall & The
Isles of Scilly we will reimburse you for your costs. You will need to complete this Expense Claim form
and submit it promptly after the end of each month, together with supporting receipts, to your Line
Manager / Staff Contact for authorisation. Failure to comply with this procedure, or excessive lateness
in your submission may result in non-payment of expenses.
If for any reason you are unable to forward your Expenses Claim form by this time please talk to the
Finance Department. Payment will be made direct into your bank account. If you are unsure of what
you can or cannot claim
please seek guidance from your Line Manager / staff contact.
Please print your details
Your Details
Your Name
Mr / Mrs/ Miss / Ms
Your Address
Your Postcode
Your Role
Staff / Volunteer
Mileage Rate
Date
Car Registration
Milometer
reading
Miles
claimed
Total
£
Places visited
p
Reason for travel
(specify team or
project)
Totals
33
Other Expenses
General Expenses
Date
Item
£
Total
Telephone Expenses
p
Date
Number
Duration
Cost
Total
Expense Claim Summary
£
P
Travel Expenses
General Expenses
Telephone Expenses
Total Claim
I certify that the journeys were taken by me and that expenses charged above were necessarily incurred.
Signed:
Date:
Please Print Name:
Claim Approved by:
Date:
34