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Volunteer handbook

Volunteer handbook

mariecurie.org.uk/volunteering

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Welcome to Marie Curie – we’re delighted you’re volunteering with us.Volunteers are so important to Marie Curie’s work – without our thousands of wonderful volunteers, we wouldn’t be able to do even half as much as we do now to care for and support people living with a terminal illness, and their families.

Our volunteers are involved across the charity – spreading the word in their local communities about what we do; helping out at our hospices, shops and offices; providing companionship and support to people in their homes and raising vital funds by handing out daffodils.

Whatever inspired you to join us at Marie Curie, we want to make sure you feel valued and supported throughout your time with us. This handbook will help you to get started in your role – I hope you find it useful.

If you’d like more information, please speak to your manager – they’re always ready to help if you have any questions.

Thank you again for joining us.

Dr Jane Collins Chief Executive

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About usMarie Curie is here to give expert care, guidance and support to people living with any terminal illness, and their families

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About usVolunteer handbook

Marie Curie NursesOur Nurses work night and day, in people’s homes across the UK, providing hands-on care and vital emotional support. If you’re living with a terminal illness, they can help you stay surrounded by the people you care about most, in the place where you’re most comfortable. mariecurie.org.uk/nurses

Marie Curie HospicesOur hospices offer the reassurance of specialist care and support in a friendly, welcoming environment, for people living with a terminal illness and their loved ones – whether you’re staying in the hospice, or just coming in for the day. mariecurie.org.uk/hospices

Marie Curie Helper serviceOur trained Helper volunteers support people with a terminal illness and their loved ones. They visit regularly to have a chat over a cup of tea or help with practical things like making appointments. mariecurie.org.uk/helper

Information and supportWe help everyone affected by a terminal illness get the information and support they need, whether they have an illness themselves or they are a family member or friend. mariecurie.org.uk/help

ResearchWe are a leader in research into better ways of caring for people with terminal illnesses. We carry out research to help improve care and support across our services, as well as those provided by others. mariecurie.org.uk/research

PolicyWe campaign and influence decision-makers on issues that affect people with a terminal illness and their families, to help them access high quality care and support when they need it most. mariecurie.org.uk/policy

FundraisingWe couldn’t do what we do without our fantastic supporters. They raise funds for us in many ways, including making one-off or regular donations; leaving us gifts in their Wills; joining their local fundraising groups and organising their own events. mariecurie.org.uk/get-involved

Our volunteersOur volunteers are vital to our success

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Our volunteersVolunteer handbook

WHO VOLUNTEERS FOR US?There’s no such thing as a typical Marie Curie volunteer – volunteers like you join us for a variety of reasons and come from all walks of life.

Volunteers help us by:

Helping in our shops Volunteers help out in our charity shops across the UK, working behind the scenes to sort donated goods and on the shop floor to serve customers.

Spreading the wordMany volunteers use the power of their voice to spread the word about what we do. For example, our community ambassadors are out and about, giving talks about Marie Curie in their local areas.

Members of our Expert Voices Group have had first-hand experience as a carer, family member or friend of someone with a terminal illness, so they use their knowledge to help us improve our services.

Being an Expert Voices Group member gives me the ability to have a voice and be part of an exceptionally caring, progressive charity. Volunteering is a great way to meet new people and feel part of an extended community, as well as gain experience doing something you are passionate about.Anastasia, Expert Voices Group member

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Our volunteersVolunteer handbook

Donating skillsVolunteers share their professional skills – as business analysts, project managers and advisers or as complementary therapists at our hospices.

Getting out and aboutOur volunteers are involved in events across the country. Our fundraising groups help us raise money in the community by supporting our big campaigns and putting on their own events. During our Great Daffodil Appeal throughout March, we involve thousands of volunteers to take part in street collections.

My brother Alan died of cancer in 2008 aged 48. He had care from Marie Curie so when I had some time on my hands, I offered to help. At first, I was a little concerned that I would not know enough about how a charity operates – I’m a private sector person. But everyone was so patient and helpful. I found it fascinating and I enjoyed it very much.Elaine, Risk Review volunteer in the London office

Volunteering has given me so much pleasure throughout the years and made me very proud to be part of a lovely fundraising group which has raised £250,000 in 11 years.Pauline Hornsey, Chair of the Goole/ Howdenshire Fundraising Group

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Our volunteersVolunteer handbook

Helping peopleAt our hospices, we involve volunteers in a wide range of roles from hairdressing, gardening and driving our patients to and from appointments, to serving meals and helping with administration.

In some areas of the UK, our specially-trained Helper volunteers visit people with a terminal illness in their homes to offer companionship, practical guidance and emotional support.

Helping out in our officesVolunteers also share their experience by giving us a hand in our offices, while interns join us to contribute to a project and develop their professional skills.

By joining us as a volunteer you will become part of this vibrant and inspirational community.

I chose to volunteer with Marie Curie as everyone is always so grateful for volunteers’ support. Every time I walk down the hall after a shift, nurses and visitors always thank me so much for my help.Clare, refreshment and catering assistant at the Marie Curie Hospice, Belfast

I enjoy meeting clients and other volunteers, hearing their stories and learning how people face difficulties. I have always been involved in caring in some way and I wanted to continue caring for people.Irene, Helper volunteer for South Wales

Getting the most from your volunteeringWe want you to enjoy your time with us and to feel supported so you get the most from your volunteering

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Getting the most from your volunteeringVolunteer handbook

OUR VALUES ARE:• Always compassionate

• Making things happen

• Leading in our field

• People at our heart

WHAT YOU CAN EXPECT FROM USWe will:

• value and respect you

• make sure you know what your role is and how to do it

• give you training to enable you to do your role and support you while you learn

• ensure you are safe while volunteering

• talk to you about the charity and your part in it

• recognise your contribution

WHAT WE EXPECT FROM YOUWe expect you to:

• be a part of Marie Curie and know what we do

• understand our values and behave appropriately

• treat others with respect, consideration and appreciation, no matter who they are and where they come from

• take part in any training and meetings required for your role

• be professional and safe when volunteering

• always keep to your role description

• talk to us and let us know how you are doing

How we’ll support youWe’ll help you settle in and support you while you volunteer with us

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How we’ll support youVolunteer handbook

What will my induction be like?Your manager will help you get started and your induction will vary depending on your role, but a typical induction will include:

• a tour of the building (if you volunteer in an office, shop or hospice)

• an introduction to the team

• health and safety advice

• practical guidance – you’ll be shown where you’ll sit and how to use any equipment necessary for your role (for example a computer).

There is a more detailed checklist at the back of this handbook.

What support will I be offered?Your manager will be your main contact, helping you with any queries and providing continuing support.

Will I be given any training?We want you to be confident in your role so we’ll provide you with learning and development opportunities and the training and support you need to perform your role.

The sort of learning and development opportunities you’ll have depends on your role – some will be paper-based, some hands-on and practical and some will be provided online. If you have a specialist role, or will be working with patients, you will have more detailed training before starting your role.

You can access our Learn and Develop online training site, where you will find helpful resources, online courses and professional development modules. Your manager can tell you which are relevant to your role, and you can complete these courses and modules by going to learnanddevelop.mariecurie.org.uk

Who can I go to if I have a problem?We hope you will enjoy your time with us and if you have any issues or concerns, please speak to your manager. They can offer support and advice, and can help resolve the problem for you. You can also look at our volunteer problem solving guidance available on the intranet or ask your manager for a copy.

If you’re not comfortable talking to your manager, then please contact the Volunteering team on 0845 305 2191 or volunteering@mariecurie.org.uk

Essential informationAs a volunteer, you need to be aware of certain policies and procedures

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Essential informationVolunteer handbook

Please read the following guidelines carefully – your manager will give you more information during your induction. If you would like to see any policies, visit the intranet or ask your manager.

Volunteering policyThis emphasises the value we attach to volunteering and our relationship with our volunteers. It outlines how and why we involve volunteers including how we recruit, select and manage our volunteers, and our principles of best practice.

ExpensesWe reimburse our volunteers for any reasonable out-of-pocket expenses incurred, such as travel and lunch, up to an agreed amount. Your manager can give you more details and show you how to make a claim – remember to keep all your tickets and receipts.

Role descriptionThis will give you a good idea of what your role involves – please read it carefully so you understand the different tasks it describes. It’s essential that you keep to your role description because the support and training we provide relates to your role. If you want to change roles, or take on an additional role, have a chat with your manager and they’ll explore other options with you.

BoundariesIt’s important that all Marie Curie volunteers and staff members maintain clear boundaries. This means making sure that what you say and do is within the limits of your role – for example, it is not advisable to befriend a patient on social media. In your induction your manager will tell your more about boundaries and in particular those related to your volunteering.

If you regularly work with patients, carers or other vulnerable people please read the safeguarding adults and children policy.

GiftsPlease don’t exchange gifts with staff members or the people you help, unless it’s a small token such as chocolates or flowers. Exchanging gifts can appear as favouritism and may raise expectations unintentionally.

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Essential informationVolunteer handbook

Health and safetyYour health and safety is important to us. Your manager will give you information during your induction and show you how to complete your training, which will include: reporting an incident, using computer equipment, fire safety and evacuation.

We are committed to making sure you are safe while volunteering. In return we expect you to help us maintain a safe environment.

DiversityMarie Curie is committed to being a diverse and inclusive charity. We aim to demonstrate support for all of our volunteers, valuing each individual’s contribution regardless of age, gender, gender identity, sexual orientation, marital status, civil partnership status, disability, nationality, race, religion or belief.

We are committed to providing equal opportunities to our volunteers and to taking steps to ensure our volunteers are protected from discrimination.

Reliability and timekeeping While we don’t have a legal contract in place with you, we do have certain hopes and expectations for our volunteers. We depend on our volunteers’ help, so it’s really important that we know we can rely on your support, when it’s needed. Please try to keep to any arrangements you make. If you can’t make your shift or slot, let your manager know as soon as possible. If you are unable to make several shifts, then your manager might have a chat with you to make sure you are still able to volunteer with us.

CONFIDENTIALITYAny sensitive information that you come across while volunteering, including details about our patients, families, supporters and our work, must be treated as strictly confidential.

However, if you have any concerns at all, especially about the safety of a patient or their family, please do not keep it to yourself. Let your manager know in confidence and they will know how to help.

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Essential informationVolunteer handbook

DATA PROTECTIONIn your role, you may have access to personal information on our patients, staff members or other volunteers. You must only use this data when necessary, and dispose of it securely when you are finished using it. We will always make sure we keep your details safe and secure too. At the start of your role, you need to complete the data protection training course on the Learn and Develop site or on paper – this is where you can find more information about keeping data safe and confidential.

Accidents and incidentsIf you witness an accident, incident or near miss while volunteering, please report it to your manager as soon as possible. Your manager will complete an incident report form (IR1) so that the risk can be assessed and resolved quickly.

Accepting donationsYou might be handed a donation for Marie Curie while volunteering. There are various processes in place to deal with donations, so check with your manager about what you should do before accepting any donations.

MediaAs a volunteer, you are representing Marie Curie in your community. Although we would like you to be involved in promoting our work to people in your local area, getting the right messages across can be tricky. If you are approached by the media – such as a newspaper, magazine, website or radio station – to answer a question or make a comment, it’s best to refer them to your manager.

Social media can be seen by everyone so be careful if you are talking about Marie Curie online. Remember that you are not posting on behalf of Marie Curie. Any posts on social media that are considered offensive or put Marie Curie’s reputation at risk may result in your volunteering being reviewed. Ask your manager about our social media guidelines for more information.

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Essential informationVolunteer handbook

Non-smoking policyMarie Curie is a charity for people with terminal illnesses, including cancer, and does not sanction smoking in any of its premises for employees, agency workers or volunteers. Our non-smoking policy states that smoking is prohibited for everyone, with a few exceptions, and is available from your manager or on the intranet.

Additional recruitment checksSome of our roles will require additional checks – for example, roles where you might be alone with patients, or driving patients to and from appointments at the hospice. Your role description will tell you if you need any additional checks – these checks depend on the role and which part of the UK you are based in.

Criminal convictionsWhen you apply for a volunteer role, you will be asked if you have any previous criminal convictions. We expect you to let us know about any convictions as this might affect your suitability for the volunteer role you’ve applied for.

While volunteering for us, we also expect you to let your manager know as soon as possible if you become subject to any criminal proceedings, charges or convictions. This includes receiving driving penalty points for volunteer drivers. If you don’t tell us, then we will have to review your volunteering and you might be asked to leave.

PROBLEM SOLVING For most people, volunteering at Marie Curie is an enjoyable and positive experience and any issues which occur are normally resolved quickly. Very occasionally, there may be situations which are more serious or need further investigation and in these circumstances, managers will follow our problem solving guidance.

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Essential informationVolunteer handbook

Patient and family volunteering We encourage patients and their relatives or carers to volunteer, but with a clear understanding of the practical and emotional issues involved. Decisions will be made by the recruiting volunteer manager in consultation with the patient, carer or family member, and reviewed regularly. More information is available from your manager or from the patient and family volunteering policy available on the intranet.

BereavementDuring your time volunteering you may meet people who are bereaved. Please remember to act sensitively. You may also find it useful to let them know about our Marie Curie Support Line (0800 090 2309) and resources available on the website mariecurie.org.uk/help/bereavement-family-friends

While volunteering you may also experience bereavement yourself. Everyone is different so we don’t have a rule on when you can volunteer following a bereavement. We understand some volunteers may wish to take a break from volunteering during this time, please just let your manager know.

Young volunteersVolunteers are at the heart of Marie Curie and we want to encourage young people to get involved with the charity – we value their enthusiasm, ideas and commitment. The minimum age to volunteer is 14 but it depends on the type of volunteering. For more information, speak to your manager.

InternshipsWe also have a voluntary intern programme, which is a mutually beneficial scheme. Roles are based on the charity's needs and previous roles have been in communications, fundraising, analytics, finance and research. Ask you manager if you’d like to find out more.

Leaving Marie CurieWe know volunteers will not stay with us indefinitely and no one should feel under pressure to stay – we want all our volunteers to have a positive experience from start to finish. If you would like a break from volunteering or feel it’s time to move on, please have a chat with your manager who will explain what happens next.

Keeping you informedAs one of our volunteers, it’s important we keep in touch with you. We have various ways of letting you know what’s going on in the charity, in your region and in your community

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Keeping you informedVolunteer handbook

Marie Curie PeopleOur magazine for staff and volunteers is published every two months and looks at all the ways we help people living with a terminal illness. It’s packed with features and interviews about the fantastic people who support us and the people we help.

By our sideA quarterly magazine for supporters and volunteers that shows how your donations and support are making a real difference to people living with terminal illness and their loved ones.

Latest newsLatest news provides little snippets on a regular basis. It’s a quick way for us to share information and successes across the charity – you can find it on the Marie Curie intranet.

Our websiteYou can go online at mariecurie.org.uk to find out more about what we do, including information on our nursing service, hospices and strategic plans.

mariecurie.org.uk/help For information and advice aimed at patients, families and carers focusing on emotional and practical issues. Information on bereavement is also here.

mariecurie.org.uk/volunteeringOur volunteering section has useful information for current volunteers, like a search tool to help you find other interesting roles, or opportunities to share a photo on our image gallery.

mariecurie.org.uk/local Find out what’s going on where you live by searching for a Marie Curie event, fundraising office, fundraising group or shop near you.

mariecurie.org.uk/get-involved Check out our fundraising pages if you’d like to take part in one of our events or if you want to find other ways to support us.

Facebook and TwitterJoin one of our regional fundraising Facebook pages to see what’s happening nearby, or send a tweet and join the conversation with other Marie Curie supporters. MarieCurieUK @mariecurieuk

Keeping us informedWe’d like to know how you’re getting on

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Keeping us informedVolunteer handbook

If you have suggestions on how we can improve things, or just want to let us know how everything is going, we’d love to hear from you.

Here are some ways you can share your thoughts:

Talk to your managerIf you want to share ideas, suggestions or updates on how you’re doing, sit down and have a chat with them.

Taking a breakIf your circumstances change, don’t feel you have to leave. Talk to your manager about your needs and we might be able to arrange for you to have a break from volunteering for a while. And we will be happy to welcome you back when you’re ready.

Volunteer feedback groupVolunteers play a crucial part in our organisation and we’re keen to know what you think. Sometimes we ask our volunteers for their opinion on the work we’re doing – it could be your views on strategic decisions, advice on events we’re running or getting feedback on leaflets. If you’d like to be part of an email-based feedback group, let us know by emailing volunteering@mariecurie.org.uk

People SurveyWe want to make Marie Curie a great place to volunteer and work, so every year you’ll be asked to give your feedback and complete an online survey. Your feedback is important to us so please complete the survey when you receive the email.

Keeping us updatedYou are responsible for letting us know if your contact details change, particularly if you have a new emergency contact, and also if you move house, get a new phone number, or change any of your personal details. Please make sure you tell your manager so we can update our records.

Thank you for your contributionAll our volunteers are really important to us

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Thank you for your contributionVolunteer handbook

Events in your areaEvery year we hold events for our volunteers across the UK to say a big thank you, to keep you updated on charity news and for you to meet other volunteers in your area. Your manager will let you know about any events.

Volunteers’ WeekVolunteers’ Week is one of the highlights of Marie Curie’s calendar. It’s a national event and takes place from 1–7 June each year. We use this special week to say thank you to all our amazing volunteers for their hard work.

Check our website, Marie Curie People, Latest news, Facebook and Twitter nearer the time to see what we’ve got planned or ask your manager.

AwardsWe value our volunteers and if you’ve been with us for five years or more, we’ll recognise your service with an extra thank you for your continued support.

There is no typical day – there is always something different happening. Depending on the day I could be preparing stock, talking to customers or helping with visual merchandising. There is always a fun environment, it is interesting and fulfilling. Marie Curie has a good programme of allowing volunteers to develop and improve.Emma, volunteer at our Banbridge shop

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Volunteer handbook

Notes

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Volunteer handbook

Your induction will depend on your role, but typically it should include:

An introduction to Marie Curie: what we do, our values and goals.

An introduction to the team and how your role fits into the team: your manager will introduce you to the people you’ll be working with.

Practical guidance: you’ll be shown where you will sit and how to use any equipment necessary for your role (for example, how to log on to a computer).

A tour: if you are volunteering in an office, shop or hospice, you’ll be shown around so you know where to find the fire exits and how to make a cup of tea.

Marie Curie policies: your manager will go through important policies with you, such as how to claim expenses, and will check you have read and understood the safeguarding policy, boundaries guidance and confidentiality statement.

Health and safety: this will be an online or printed workbook, a guidance sheet or a briefing.

Support: your manager will check if you have any additional needs that might affect your volunteering and that we can help you with.

Signed by you and your manager to show that you’ve understood the above

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Volunteer induction checklist

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Volunteer handbook

Websitemariecurie.org.uk/get-involved/volunteering

Learn and Develop sitelearnanddevelop.mariecurie.org.uk

Volunteers’ Weekvolunteersweek.org

Volunteering enquiriesYour manager is always your first point of contact. However, if you have any questions about your application, forms you need to complete or other documents, or if you would like to talk to someone in the Volunteering team, please contact our Volunteer Centre on 0845 305 2191 or email volunteering@mariecurie.org.uk

Volunteer Centre Marie Curie Block C Mamhilad House Mamhilad Park Estate Pontypool NP4 0HZ

Useful information and contact details

The information in this publication will be reviewed on an annual basis

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We couldn’t do it without you.Volunteer handbook

By donating your time and skills to Marie Curie, you’re helping us to give expert care, guidance and support to people living with any terminal illness and their families.

We couldn’t do it without you.

mariecurie.org.uk/volunteering

We’re here for people living with any terminal illness, and their families. We offer expert care, guidance and support to help them get the most from the time they have left.

Charity reg no. 207994 (England & Wales), SC038731 (Scotland) A427