All volunteers must sign a volunteer agreement form. Please click the link to the right to sign the agreement. You only need to do this once a year.
- Every volunteer must fill out the Volunteer Agreement Form that is available online. Every volunteer must read these policies and procedures.
- Every volunteer is to sign in on the volunteer sign in sheet in the designated volunteer area before each shift noting name, date, and time.
- No guests are allowed in the volunteer designation area.
- In the volunteer designated area is the first aid kit and cleanup kit.
- Check smoking schedule and rules.
- Each guest and volunteer are solely responsible for their personal items should theft/damage occur while at The Refuge or at any of its affiliates.
- Each guest is responsible for his or her own medication.
What happens if a guest is sick or injured?
In the event of an injury or sickness, if necessary, volunteers should call 911. Otherwise, volunteers should ask the guest if her or she would like to go to the hospital. If yes, volunteers are not to transport the guest. Instead, call an ambulance. Please make it clear to the guest that if he/she wants to go to the hospital and an ambulance must be called, they are responsible for all charges incurred.
Volunteers should contact the on-call nurse if they need assistance. Find out from the manager the nurse that is on call.
Volunteer should make sure that they contact the manager let them know that a guest is sick and what procedures have been followed.
When and how to use the first-aid kit?
The first-aid kit will be in the designated for volunteer area. This kit contains many supplies needed for various ailments or injuries. Please use as needed.
If using over the over-the-counter topical creams and/or medications such as Tylenol, etc., please use the OTC Form located in The Refuge Folder. Once a volunteer fills out the form, they should place the form back into The Refuge Folder.
What are guidelines for interacting with guests?
- Please use caution when sharing personal information, such as your phone number, address, etc. with the guests.
- Do not let guests use your cell phone for any reason other than an emergency.
- Please respect a guest's privacy. Do not share information with anyone outside of The Refuge and only if necessary. If you should see them in public, please do not speak about his/her being homeless.
- Please do not give our guests gifts of money. If you see a need, contact your manager or a Refuge board member.
- Do not attempt to counsel our guests. If you should become aware of what you consider to be a potentially serious or dangerous situation, such as a threat to harm self, please contact the manager. If it is an immediate emergency, call 911.
- Should a guest choose to leave at any point, they may, but they are not allowed to return to the Restoration Center or other overnight location that night unless it is due to a medical emergency and with permission from the manager.
- Guests are informed that their children ages 17 and under must be accompanied by a parent/guardian AT ALL TIMES. Children are not allowed in the care of another guest. NO exceptions!
How do I handle a conflict with a guest?
If a guest becomes disruptive or disrespectful towards any other guest or staff, proceed with the following:
- A guest should be DISMISSED IMMEDIATELY from The Refuge Host Site for the following:
- Exhibits acts of violence towards other guests, a volunteer, or other staff.
- Exhibits inappropriate physical contact of any nature between adults or inappropriate contact between an adult and a child. Inappropriate physical contact is strictly prohibited for guests, volunteers, and staff.
If it is not a situation for dismissal, calmly and firmly remind him/her what is the expected behavior. Remind him/her that he/she signed a contract agreeing to the following expectations. If it is not a situation for dismissal and you need assistance in solving the issue, call your manager. Managers have the right to dismiss a guest for any relevant reason:
- Acts of disrespect towards other guests, volunteers, or staff.
- Abusive language will not be tolerated.
- No bullying toward any persons.
- No smoking indoors.
- No possessing any items that are not allowed in The Refuge:
- Knives, scissors, or weapons of any kind.
- Medications not cataloged by The Refuge Check-in Associates.
Please contact your manager if a guest has an item they are not allowed to have.
An Incident Form MUST be filled out for ANY guest that does not comply with the expectations listed. Fill the form out and place in the The Refuge Folder in the designated volunteer area. Then notify your manager. Incident Forms are found in The Refuge Folder in the designated volunteer area.
What do I do if a guest is coming later to the Host Site?
Sometimes we have guests that must work or have meetings that are after normal check-in times. If there is a guest arriving late, follow these guidelines:
- When the guest arrives, check that he/she is only bringing in items necessary for overnight.
- Give them the Alcolmeter test located in the traveling suitcase (three-step directions provided).
- Ask for they have new medications that need to be logged.
- Perform COVID procedures.
Volunteering to Provide a Meal
All of our homeless guests are provided a proper meal each night. The meal should be at the Restoration Center by 6:30 pm. Volunteers providing dinner need to deliver meals in an individual ready to go box for each guest. This can be a home cooked meal or a purchased meal (ie: KFC/Pizza). If individual ready-to-go boxes cannot be prepared, meals maybe delivered in bulk (chili, sloppy-joes, etc.) and served by staff; this must be pre-arranged. Donations also are requested for breakfasts and lunch during the day. Food Safe Service guidelines are required. No training is needed for this position.
What are the rules for lights out?
- Lights out are at 10 pm. The only exceptions are Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day.
- Quiet time is 9 pm, and that means that everyone including volunteers should keep the volume and activity down.
- At 10 pm, lights are out, and everyone must go to his/her sleeping area.
Dial 911 for any medical emergency or if you suspect the safety of the guests, volunteers, or yourself is in question.
