Information for volunteers
Useful information My volunteering role is:... I joined Independent Age on:... My Independent Age contact is: Name... Telephone... Email... Volunteering: For enquiries about your volunteering role. T 020 7605 4255 (Monday to Friday, 9am-5pm) E volunteering@independentage.org Telephone services queries: For all telephone volunteering enquiries. T 020 7605 4265 (Monday to Friday, 9am-5pm) E telephone.volunteers@independentage.org Helpline For free confidential advice on older people s issues, or to order our free guides. T 0800 319 6789 (Monday to Friday, 8am-8pm, and Saturday, 9am-1pm) E advice@independentage.org Alternatively, you can order advice guides and access information and videos on our website: www.independentage.org Safeguarding concerns: If you have a safeguarding concern about the older person you support. During working hours Monday to Friday, please get in touch with your Independent Age contact. Safeguarding concerns out of hours: T 020 7605 4455 (Monday to Sunday, 8am-9pm) Policy and Campaigns enquiries For enquiries about our policy and campaigning work. E policy@independentage.org Fundraising enquiries For enquiries about making a donation or supporting our fundraising. T 020 7605 4223 E supporters@independentage.org
Contents Welcome from Janet Morrison, Chief Executive 3 About Independent Age 4 What volunteers do and how you can help 6 What you can expect from us 8 What we expect from you as a volunteer 10 General information 11 Independent Age Information for volunteers 1
2 Independent Age Information for volunteers
Thank you for choosing to volunteer with Independent Age We know what a huge difference volunteering makes to the older people we support, so we can t thank you enough for giving up your time to support our work. Whether you re working directly with older people, or working behind the scenes in one of our offices, everyone volunteering with Independent Age is helping older people to stay independent and live well. This handbook will give you a better understanding of what Independent Age does, and it will help you to feel more confident in your role. It s a practical resource and contains important information, so please keep it somewhere safe so you can use it for future reference. If you would like further information or have any questions or concerns, please don t hesitate to get in touch with your Independent Age contact. We have also set up a volunteer line to support you. Just call us on 020 7605 4255 or email volunteering@independentage.org. We are always happy to help. We hope you really enjoy your time with us and look forward to hearing all about your experience. My very best wishes, Janet Morrison Chief Executive Independent Age Information for volunteers 3
About Independent Age Whatever happens as we get older, we all want to remain independent and live life on our own terms. That s why, as well as offering regular friendly contact and a strong campaigning voice, Independent Age provides older people and their families with clear, free and impartial advice on issues that matter: care and support, money and benefits, health and mobility. A charity founded over 150 years ago, we re independent so that older people can be. Why we are needed The UK population is ageing. By 2031 there will be 20 million people aged 60 or over. And while this is, of course, a cause for celebration, it will also bring serious challenges if society fails to make some changes. Today, too many older people lack the support they need simply because they don t know where to find it. Meanwhile, extreme loneliness is at such appalling levels that millions of older people face day after day alone, with no one to talk to. We want the UK to be a better country to grow older in. We prioritise services that reduce loneliness and isolation, and provide reliable, accessible advice and information to ensure older people get all the support they need. And with ambitious targets to significantly increase our reach and impact over the coming years, we are confident our work is making a difference. What we do Advice and information We give free, confidential advice over the telephone for older people, their families and carers on issues such as getting help at home, adaptations, care assessments, paying for care, staying in touch with other people and welfare benefits. We also produce free guides and factsheets. Our free advice line is 0800 319 6789 and is open Monday to Friday, 8am-8pm, and Saturday, 9am to 1pm. Our advice guides and factsheets can be ordered by calling our Helpline or downloaded free from our website at www.independentage.org. We get calls from older people and those who care for them on all sorts of topics and often the caller is frustrated - even distressed - by the situation they are faced with. Whether it s about the complex care system or confusing benefits rules, our advisers are careful to explain everything clearly and give them all the help they need. Head of Advice, Rajbinder Johal 4 Independent Age Information for volunteers
Friendship services Too many people in our country feel completely alone. A million older people in the UK are lonely most of the time, and 3.9 million say television is their main form of company. With the help of our committed volunteers, we provide friendship services to relieve loneliness and isolation. These are delivered through phone calls, visits, telephone discussion groups and more, enabling older people to feel more connected to their local community. The issue of loneliness among older people is central to our work. Not only do our volunteers make a huge difference to the lives of the older people they support, but their presence on the ground also helps to give us a better understanding of the challenges of old age. We really depend on them and applaud their efforts. Head of Wellbeing, Jeanette Bates Campaigning We believe older people are entitled to a fair deal. We use the knowledge and insight gained from our frontline services to challenge poor care and campaign for a fair deal for older people a reasonable standard of living, fair access to information and an opportunity to contribute to their communities. We work closely with our Advice and Wellbeing teams to make sure we have a good understanding of the current issues affecting older people. For example, we have produced research on loneliness in older men and also on the challenges of being an older carer, highlighting a lack of support for both these groups. Head of Policy and Campaigns, Andy Kaye Independent Age Information for volunteers 5
What volunteers do and how you can help Our volunteers are the public face of Independent Age and build positive and trusting relationships with the people we support and their local community. All our volunteers work in close partnership with their Independent Age contact and staff at our offices across the UK. We currently provide a range of volunteering roles, from visiting or calling older people to providing back office support. Each role has its own specific function. However, as we get to know each other, your interests and our needs - may change and you could decide you want to take on a different role in the future, or more than one role. All volunteer roles are listed on our website so you can see what s available in your area and across the UK. Please talk to your Independent Age contact or the Volunteering team to find out more. I like to feel as though I m doing something for someone else. Also, I feel that the worst thing in the world is being lonely so if I can do something that takes a couple of hours which can help prevent loneliness, that s good. Volunteer It s nice to meet other people and be able to talk to them. It s nice when you realise that you are able to help. Volunteer Staff are really friendly, I like the environment and as a retiree it is good to give my time voluntarily for an organisation that is reaching out to older persons. Admin Volunteer 6 Independent Age Information for volunteers
I don t know if it s because I live on my own but sometimes I think, Oh, it s Tuesday today and Tessa s going to ring tomorrow, and I get really excited about it. It gives me a real lift. Older person matched to a Telephone Volunteer Sometimes people say, Well, you ve got a big family and they do everything they can. But they ve got their own families. When they re gone and you shut the door, you still feel lonely. So, I m really glad of Independent Age. Someone will ring me every week on Thursday mornings for half an hour and that s quite good. The other morning for instance, I picked the phone up and I just couldn t speak and she said, You re having one of them sort of days? Within 10 minutes I felt fine just because she was there at that moment. Older person matched to a Telephone Volunteer I lost my husband and like everyone else, I was, sort of, really dedicated to him. I just thought the world of him. We were very happy. We were married for 67 years so I was so lonely without him. I m the only one left out of 11. My daughter worries so much about me and about not being with me. I couldn t have asked Independent Age for a better person to visit me. She s been like a second daughter. She s such a cheerful person. She absolutely has made such a big difference, I can t tell you. If I m down, in no time she seems to give me a lift - gives me a little bit of hope that things will come right eventually. Nothing seems to get her down. She s so natural, as if she s known me for many, many years. I really can t explain what a difference she has made. Older person matched to a Volunteer Visitor Independent Age Information for volunteers 7
What you can expect from us Resources As well as this handbook, you will be provided with a Welcome Pack and, if your role requires it, an ID card. Presenting an ID card is vital for volunteer visitors as it gives the older person peace of mind when they let you into their home. Please be aware, though, that they may not want other people to know they receive support from a charity so use it with discretion. Induction and support You will receive a Welcome Pack as part of your welcome to the charity. You will also be offered ongoing support so you feel comfortable and have the opportunity to raise any issues with us. Training We also provide training to all our volunteers to help you understand your role and make sure you deliver the service to the standards set by Independent Age. Our training involves helping you to understand the needs of older people, making you more aware of relevant boundaries to help you stay safe in your role. Expenses Independent Age will reimburse any reasonable out of pocket expenses relating to your role, such as essential travel costs, as long as it has been agreed beforehand with your Independent Age contact. The relevant claim form must be submitted regularly to Independent Age with receipts. The Expenses Policy, forms and guidance will be included in your Welcome Pack. Insurance (public liability) While volunteering for Independent Age you are covered under our public liability and employer s liability insurance policy. If you wish to see a copy of the policy, please let your Independent Age contact know. Safeguarding Your volunteering role may require you to work with people who are considered at risk of harm or abuse in the eyes of the law. We have a duty to protect anyone who is at risk of harm or abuse: this is known as safeguarding. Safeguarding is everyone s responsibility and this will be covered in more detail in your training sessions. Independent Age will ensure you know who to contact if you have a safeguarding concern. The training provided by Independent Age will ensure you are well equipped to handle any concerns you have and you will be fully supported at all times. Data Protection Changes to data protection regulations are coming into force in the UK and this has a major impact on the way organisations are able to handle personal information about people. As an Independent Age volunteer, you 8 Independent Age Information for volunteers
may receive personal and sensitive information from staff about the older person you support to enable you to carry out your role properly. It is vital that this information is not shared with unauthorised persons and that it is handled correctly. We will provide training and guidelines to ensure you fully understand how best to protect the data you have access to on behalf of the charity. Equality and diversity Independent Age is committed to the principle of equality of opportunity, both in its capacity as an employer and as a provider of services to older people. The charity is determined to make all efforts to prevent discrimination or unfair treatment against, and promote equality of opportunity for, all members of staff, volunteers, and users of its services on the grounds of age, sex, race, gender, religion, marital status, sexual orientation or disability. Independent Age will oppose discriminatory attitudes, and is committed to translating this into all aspects of its everyday work. If you experience any form of behaviour that you deem to be inappropriate, please tell your Independent Age contact. Health and safety All organisations have a duty of care towards their volunteers and Independent Age is no exception. What this means in practice is that Independent Age will take reasonable steps to ensure that the likelihood and potential seriousness of harm to volunteers is reduced. A risk assessment will be undertaken and discussed with you prior to you visiting older people. Independent Age Information for volunteers 9
What we expect from you as a volunteer We expect high standards from our supporters, whether they are paid staff or volunteers. We expect everyone to: treat people with respect, consideration and appreciation have a clear idea of their responsibilities and work to their role description attend all relevant training and at least one volunteer group meeting per year be reliable and stick to any arrangements made. If a change in circumstances makes this difficult, please let your Independent Age contact know be aware of boundaries and the limits of your role. Clear boundaries are important for staff, volunteers and service users as they enable us to provide safe and effective services. For example, volunteer visitors must not give advice or offer personal care or financial assistance. If you have any queries about boundaries, please talk to your Independent Age contact maintain confidentiality. This means that confidential information about people we support, volunteers, employees and our work must be kept private, unless sharing this information is required by law or regarding service provision understand Data Protection. Before we can collect, store, or use data about an individual, the law requires us to ensure that we have that individual s consent to do so. All Independent Age staff and volunteers have a duty to safely protect any data they hold commit to your role as agreed with your Independent Age contact provide records and other reports as required approach your volunteering thoughtfully with consideration for the people you support, staff and other supporters represent Independent Age positively to anyone outside the charity maintain regular communication and attend catch up meetings with your key contact give as much notice as possible if you decide to end your volunteering role give us feedback on your experience as a volunteer. 10 Independent Age Information for volunteers
General information Bullying and harassment Independent Age firmly believes that all of its staff and volunteers should be treated with dignity and respect and should not be subject to bullying, harassment or any discriminatory treatment. Should a situation arise where you feel that you have not been treated appropriately then you should, in the first instance, discuss this with your Independent Age contact. For further advice and assistance you can contact us by telephoning the volunteer line on 020 7605 4255 or send us an email to volunteering@independentage.org. Gifts Giving gifts to or receiving gifts from an older person you support or a staff member, in your capacity as a volunteer, can confuse boundaries and raise expectations of the level of support you can provide. As such, we ask that you refrain from doing this. If the older person you support asks you to accept a gift and you are concerned about the impact of turning this down, please speak to your Independent Age contact immediately. No smoking policy Smoking is not permitted on Independent Age property or when staff and volunteers are involved with Independent Age activities. We recognise that some of the older people we support are smokers and we will work with them in order to find a mutually agreeable solution so that our volunteers are not subjected to smoky visiting conditions, should this be an issue. Keeping safe as a volunteer Independent Age is committed to ensuring that all staff, volunteers and older people we support stay as safe as possible. We have systems in place and work hard to minimise potential risks. Our volunteers are very valuable to us and we are keen that your volunteering experience with us is as positive as possible. We work in partnership with our volunteers to ensure that safety is maintained. Independent Age plays its part by providing this handbook; information about staying safe in your Welcome Pack and guidance on lone working during your role specific training. However, you also need to play your part by not taking unnecessary risks; discussing risks with your Independent Age contact before you go into a situation; and adopting the practices and procedures laid out in your induction and updated processes. Personal safety and ID cards On your application form, you will have provided us with an emergency contact who we can call in the unlikely event of an emergency. If it is required for your role, you will be issued with a volunteer ID card which you should always have with you when carrying out your activities. Independent Age Information for volunteers 11
Accidents and incidents All accidents and incidents involving service users or volunteers must be reported to your Independent Age contact as soon as possible. If anyone is at immediate risk, please contact the emergency services immediately. For further information, please see our policy, Safeguarding Policy and Procedures. Lone working You will be given lone working guidance which will enable you to operate within our lone working policy guidelines. You should not start your volunteering role until you feel confident that you understand those guidelines. Car insurance Most volunteering roles do not require driving. Where your role enables you to take an older person out i.e. pilot programmes for social connections you should consult your insurance company before using your car for volunteering. There is no additional insurance cost for this sort of driving. Problems with your volunteer role If you encounter difficulties in your volunteering role or just feel it isn t working out as hoped, please talk to your Independent Age contact as soon as possible for advice and support. They will help you try to work out any difficulties. If it is agreed that it may be best to end your role, this shouldn t be seen as a failure and you may want to talk to them about finding a more suitable volunteering role with us. Alternatively, you can contact the volunteer line on 020 7605 4255. What to do if you have a complaint We do everything we can to make your volunteering experience a positive one but sometimes things go wrong. Although dealing with complaints can be difficult, it can give us an opportunity to improve the way we do things so please do let us know if you have an issue. We really value all feedback and appreciate people taking the time to give it to us. All complaints are listened to and treated seriously. We will aim to resolve all complaints as soon possible, however due to the complexity of some issues, we may need to investigate the circumstances, which may take up to 14 days to be resolved. If you are not satisfied with the resolution of the complaint, you can appeal which will ultimately be heard by the relevant Independent Age Director. If you need to make a complaint or would like to send us a compliment, please get in touch with your Independent Age contact or call our volunteering line on 020 7605 4255. 12 Independent Age Information for volunteers
Support us We want the UK to be a better country to grow older in and have ambitious targets to significantly increase our impact over the coming years. We receive no state funding and rely on income from individuals, trusts and other sources to continue providing our services to older people in need. If you would like to support our work by making a donation, visit www.independentage.org or call us on 020 7605 4223. If you would like to leave a gift to Independent Age in your will, please contact our Legacy Manager on 020 7605 4451.
Independent Age 18 Avonmore Road London W14 8RR Like our page T 020 7605 4200 E charity@independentage.org www.independentage.org Helpline 0800 319 6789 Follow us @IndependentAge Independent Age is the operating name of the Royal United Kingdom Beneficent Association Registered charity number 210729 (England and Wales) SC047184 (Scotland)