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Residential Volunteer Handbook

A guide to being a volunteer with Cheshire Ireland

Document: Volunteer Handbook Version: Q1’14

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ContentsPage

Section 1 – Cheshire Ireland

Introduction……………………………………………………………..……………………………………………………….….3

What we do...............................................................................................................................4

Facts about Cheshire …………………………………………………………………………………………..……….……….6

Section 2- Details of our Volunteering Program

Volunteering helps you ……………………………………………………………………………………………………..……7

Volunteering roles…………………………………………………………………………………………………………………...7

Corporate volunteering…………………………………………………………………………………………………………….7

Expectations………………………….…………………………………………………………………………………………………8

Section 3 – Practical Information

Policy Information……………………………………………………………………………………………………………………..8

Working with People with Disabilities……………………………………………………………………………………..…9

Practical matters…………………………………………………………………………………..…………….……………………..10

Contact details………………………………………………………………………………………………….………………………..11

Map of our services ……………………………………………………………………………………………………………………12

Section 4 – Living and contributing at Cheshire Ireland…………………………………………………………….13


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Section 1 – Cheshire Ireland

Introduction

A very warm welcome to Cheshire Ireland!

I would like to say a big Thank You to you for agreeing to volunteer with us. Without volunteers like you, our work to support people with disabilities would not be the same.

The values established by Leonard Cheshire, our founder, in 1949 still underpin what we do today. On his return to the UK after World War II, as a highly-decorated officer, he established a self-help community for sick and disabled people in Hampshire. His ethos of being ‘person-centred’ permeates every aspect of the way we provide our service today.

The first Cheshire Home in Ireland began in Shillelagh, Co Wicklow in 1962 and Cheshire Ireland was registered as a company in 1963.

I hope you find your volunteering role exciting and varied. Most volunteers join us because they want to give something back. It is good to note that most people say they get just as much back in return.

You are joining an experienced, caring staff team who will be willing to provide friendly advice and support when you need it – simply ask.

Thank you once again,

Mark Blake-Knox CEO


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What we do

Our Vision

“We need a vision, a dream. The vision should be the oneness , the essential and organic solidarity of the human family. The dream, that we each in our own way make our personal contribution towards building unity and peace among us. The only question is how.”

Leonard Cheshire (in The Hidden World, 1981).

Our Mission

Cheshire Ireland will provide quality, individualised services that enable people to live a good life. We will lead and manage our staff in the delivery of excellence. We will operate financially in an effective, transparent and sustainable way. We will build partnerships with agencies and communities to maximise opportunities for the people we support.

Our ValuesWe have developed a set of core values which underpin all of Cheshire’s work. Each value is defined through a value statement which summarises how Cheshire puts its values into practice. These values should be evident in everything that Cheshire does, both within the organisation and its services, and where Cheshire interacts with other organisations and individuals. Our founder, Leonard Cheshire was a pathfinder, innovator and a risk-taker and we aim to emulate his qualities while we carry on his work.

Our Values:


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The people we support will live a good life, in a home of their own, with opportunities to develop and maintain valued roles.

Respect OptimismIntegrity

InnovationCollaboration

VALUE VALUE STATEMENT

1. RespectCheshire Ireland is committed to honouring the worth and dignity of every person. The people we support (our customers) are treated as adults, with fairness and courtesy and are viewed positively in valued roles. We are respectful to everyone – to the people we provide services to, to management and staff and to individuals the organisation interacts with, in agencies, other companies and across the community. Our attitudes, behaviours and actions demonstrate respect for ourselves, for people around us, for state laws, company policy and for the environment.

2. CollaborationCheshire Ireland, as a team, is committed to bringing people together to achieve better outcomes. By partnering with people who use our services, with their families and advocates, where appropriate, we can best understand how to support their needs and create and sustain valued roles. Through actively building and managing relationships, (both internally and externally) we generate mutual understanding, achieve positive outcomes and thereby create better lives.

3. InnovationCheshire Ireland is committed to being innovative – from designing individualised services to making better use of our assets and resources. Innovative approaches in service provision, operational and technical systems, and cost control will ensure we create a vibrant, learning organisation which will sustain into the future.

4. IntegrityIntegrity is at the heart of what we do - choosing to do the right thing each day, being honest in all of our dealings and accepting responsibility for our actions.

5. OptimismWe continually challenge our thinking to see and explore what is possible. At the heart of Cheshire service is the belief that each person can participate and contribute and we strive for the optimal outcome for people.


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Facts about Cheshire

Cheshire Ireland was founded in Ireland in 1962 and is part of Cheshire International, now a global

charity with services in 52 countries.

Cheshire Ireland provides support to people with, mainly physical, disabilities in 21 locations in 14

counties in Ireland (see map on page 11).

Our founder, Leonard Cheshire's lifetime (1917 - 1992) was filled with significant and long-lasting

achievements. Leonard Cheshire was one of the most decorated RAF officers during the Second

World War. He was awarded the Victoria Cross for flying over one hundred missions. He achieved

the rank of Group Captain and he was an observer of the dropping of the atomic bomb on Nagasaki

in 1945.

On his return home he understood the futility of war and the suffering it caused. He understood

that many war veterans needed a place to be supported in their lives. He set up the first Cheshire

Home, Le Court, in Hampshire in 1948 and gradually this grew into a worldwide movement.

Leonard Cheshire was married to Lady Sue Ryder, who also established a charitable Foundation, the

Sue Ryder Foundation, to help disadvantaged people.

A few years before his death, Leonard Cheshire was diagnosed as having motor neurone disease

himself. In July 1992 he wrote about having the illness, “Far from this unexpected development

being a setback, I feel in my heart it is far more probably a blessing in disguise. Already it is giving

me new insights into how disability affects one's life and what one needs to do to try and rise above

the limitations it poses.”

We provide a broad range of services which include: Residential centres Personal care and support in residential settings and in the community Respite services

Currently we are implementing our New Community Options whereby over the next number of years, we will support people to move from congregated settings into homes of their own within local communities. It is an exciting time of transition for Cheshire Ireland and volunteers can play a valuable role in connecting service users to ‘the good things in life’.


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Section 2 – Details of our Volunteering Program

Volunteering helps you to: Make new friends in your local area Put your existing skills and time to good use Learn new skills Meet new and interesting people Get references for a job or experience for college Make a difference to the world around you.

The quality of life for people with disabilities is the main focus for all volunteer initiatives within Cheshire Ireland. Our programs are designed and developed specifically to ensure service users connect with their family and community groups in valued ways and enjoy life to the fullest. Each Cheshire Ireland location has a Service Manager. This person’s role includes seeing what volunteer roles are needed and supporting volunteers to contribute in this way.

Volunteering rolesVolunteers are recruited and selected for a specific role. These can range from:

Providing daily support and companionship Befriending Training one of our residents in IT or business skills Driving a Cheshire vehicle in the evenings Organising sports or social activity programmes Organising events to raise money for community groups Supporting a resident at a Day Centre

Corporate volunteeringCheshire Ireland also offers companies exciting team volunteering challenges for their employees which help to build teams and develop team-building, problem solving and customer-interaction skills.

The corporate volunteering opportunities we can offer are broad and span nationally across Ireland. In the past we have had corporate groups involved in decorating, gardening, organising days out, providing entertainment in-house and fundraising. Depending on the location and resources, together we can tailor-make an activity to suit the needs of the team and business. The local Cheshire Service Manager works directly with the volunteering company, to build meaningful projects. This ensures that each and every employee knows they have made a significant difference by participating on the day.

Expectations


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What you can expect from us… A range of support including a thorough introduction to the organisation On-going training for you to learn new skills A clear definition of your volunteer role and responsibilities Support to help you to carry out your tasks effectively Any ‘out of pocket’ expenses repaid.

And what we will expect from you… Respect for people with disabilities, staff and other volunteers Enthusiasm and a willingness to learn.

Section 3 – Practical Information

Policy Information

As a volunteer, please ensure you read and fully comply with the following policies: Volunteering at Cheshire Ireland - Policy & Procedures Adult Protection Policy Bullying and Harassment Policy

Our policies are designed to protect you, service users, our staff and other volunteers, as well as the organisation.

Right relationshipIt is very important that as a volunteer you maintain the correct type of relationship with service users and staff. It is not the intention that you become instant ‘friends’ with anyone although natural friendships may occur over time. You will be given a clear description of your role as a volunteer and that will typically involve supporting service users to live fuller lives and engage with their communities to a greater extent. Please be respectful of personal boundaries in all of your interactions with service users, staff and other volunteers.

ConfidentialityCheshire Ireland takes confidentiality very seriously. You should not use or disclose any confidential information about a service user, volunteer or member of staff during your time with the organisation or after leaving Cheshire. We commit to treating your volunteering information as confidential and we expect you to do the same for the people you will be meeting. You may become aware of personal, health, medical or financial information and this should be kept confidential at all times.

Appropriate tasksAs a volunteer with Cheshire Ireland, there is never an intention that you replace care support staff but instead it is hoped that you would enhance the support that staff already provide. You will not be asked to perform tasks that staff are paid to carry out or tasks that must be performed by trained, professional staff. You should not be asked to cover for staff absences or in any way, undertake the duties that are the responsibility of paid staff.


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Complaints and FeedbackIf you become aware of bad practice, such as failure to uphold professional standards, danger to health & safety or criminal activity, we encourage you to complete a Complaints and Feedback form and report the issue immediately. These forms are available in every service. See the Adult Protection Policy.

Bullying and Harassment Bullying or harassment, including sexual harassment, have no place in today’s society and will not be tolerated at Cheshire Ireland. Any form of harassment and/or bullying, where a volunteer feels offended, humiliated or intimidated, must cease. If you raise a concern in this regard, it will be treated seriously, carefully and confidentially. Please read Cheshire Ireland’s Bullying and Harassment Policy.

DiversityCheshire Ireland believes that diversity among its staff and volunteers adds to the value of the organisation. We do not tolerate any behaviour from staff, volunteers, service users or visitors which goes against our equality and diversity aims. For any issues, contact Cheshire’s National Volunteer Manager.

Handling moneyVolunteers should not be involved in the financial affairs of service users. If asked to assist with service users’ money, volunteers should exercise caution when doing so. Any money received from, or returned to service users, or collected on their behalf needs to be accounted for on return to the Cheshire Centre and advised to a member of staff. On no account should service users pay volunteers for their assistance. Neither should a volunteer lend to or borrow money from a service user.

Working with People with Disabilities


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If this is the first time you have worked with people with disabilities, you may feel awkward initially and be unsure of how to behave. Here are some tips that may prove useful:

A person with a disability is exactly the same as you – with likes and dislikes, interests and passions, hopes and dreams

Respect the personal space and dignity around a person’s wheelchair Try to be at eye level with those you speak and interact with Always ask if a person needs assistance before you carry out a task And also ask the person how they would like you to carry out that task.

Language counts: The language we use matters because it affects the way we think. Sometimes even when people want to be respectful, the language that they use around people with disabilities can be offensive.

Our vocabulary needs to be considered and perhaps updated often as words and terms considered appropriate can change over time. This can mean that a person can be unintentionally using an outdated term or phrase that is inappropriate.

In an effort to make the situation clearer, here is a list of now inappropriate terms and the appropriate alternatives. This is not an exhaustive list. It is intended as a guide only.

Words to avoid Acceptable alternativesafflicted with person has (name of disability)congenital defect person with a disability since birththe disabled people with a disabilitythe handicapped people with a disabilityinvalid person with a disabilitythe blind person who is blindConfined to a wheelchair, wheelchair bound (a wheelchair provides mobility, not restriction)

uses a wheelchair

Victim (People with a disability are not victims and prefer not to be seen as such)

has a disability

physically challenged, intellectually challenged

person with a disability

feed him/her their lunch/meal support him/her having their lunch/meal

Practical matters


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Age of VolunteersVolunteers must normally be aged 18 and over.

Time Commitment Residential volunteers minimise disruption and maximise the potential benefits of the training they can commit to contribute their time to Cheshire Ireland for a period of 3 months at least. Residential volunteers normally stay for 6-12 months.

Expenses All expenses need to be applied for and approved beforehand.

Cheshire Ireland will reimburse any legitimate travel, accommodation, food or other reasonable expenses incurred while volunteering at Cheshire Ireland, in line with our Expenses Policy. Original receipts must be submitted with any claim form.

Insurance Cheshire Ireland’s insurance policy covers volunteers during the time they volunteer for the organisation.

Moving OnAs a volunteer, you are welcome to apply for employment opportunities as they arise in Cheshire Ireland. If, due to conflicting commitments, you can no longer give your time to Cheshire, please let your local Service Manager know as soon as possible.

After a volunteering period of one year, Cheshire Ireland can supply you with a written reference.

Contact details

To find out about volunteering opportunities or to ask any questions about your volunteering role, contact:

Cheshire Ireland

Address: Central Office, Block 4, Bracken Business Park, Bracken Road, Sandyford Industrial Estate, Dublin 18

Email: [email protected] Phone: 01 297 4100

MAP of Cheshire Ireland Services


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mailto:[email protected]


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Section 4 – Living and contributing at Cheshire Ireland

Accommodation and food Basic accommodation in the form of your own bedroom is provided typically within the

Cheshire service. This space should be considered fully private and you should be given a key to the room. Volunteers are encouraged to lock their room when they are not there.

Exits from the volunteer accommodation, to be used in case of fire, should be checked regularly (to ensure they are being kept clear) and should be shown to you on arrival.

Bathrooms may be shared so it is vital that all volunteers cooperate and keep them clean and tidy.

Meals are provided where there is a manned kitchen within the service. Some services have 2 meal options for lunch and in that case, each volunteer needs to let the kitchen staff know their selection in the morning. If you wish to cook for yourself sometimes either the food can be ordered by the catering staff along with the regular stock of groceries for the service or you can be given cash to buy your own food. Every effort will be made to provide food you like. Food should not be removed from the storage areas of the kitchen used for preparing service user meals without asking the kitchen staff beforehand. An open discussion about this matter early on can help avoid a lot of hassle about food later.

Wifi internet access should be available throughout the volunteer accommodation

Living room space will be provided too. This should be available for you & other volunteers to spend off-duty time relaxing. It is best if service users and staff are discouraged from disturbing volunteers when you are off-duty.

Living Arrangements - House rulesEach service will have specific house rules depending on the circumstances of the volunteer accommodation. These need to be discussed with you and the other volunteer/s as you are settling into your new ‘home’:

o Shared space (bathroom, kitchen) – need for tidiness and cleanliness

o Living with others – volunteers who are sharing accommodation need to learn to live with other people in harmony. This may be the first time you are living with people who are not your family. People need to learn to get along. Volunteers sharing their living space should hold regular meetings to discuss and resolve any minor issues before they spill over and become major problems that affect their happiness at Cheshire Ireland.

o Food in fridge – people can be possessive about food they have organised (and

maybe paid for themselves) stored in a refrigerator. You shouldn’t touch any other volunteers’ food (especially chocolate) or drink (especially alcohol).


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o Personal belonging – any items of significant value should be insured by you personally on an ‘all-risks’ basis. You need keep to keep valuable items under lock and key when they are not in use. This is why a key to your room is required.

o Visitors – people from the locality may visit or stay over (each service needs to define what their stance is) but this needs to be agreed in advance. It is usual, where possible, to allow family or friends from overseas to stay over. This arrangement needs to be agreed in advance and other volunteers (and staff and service users) should be advised beforehand so they are aware that visitors will be present in the building / volunteers’ accommodation on those dates.

o Off-Duty time – volunteers’ privacy and down-time needs to be respected by other volunteers too

Settling inHomesickness – most volunteers experience a period of loneliness for their family and friends. Some volunteers will be good at mixing and will settle down quickly but others may struggle and find it hard to fit in. Hopefully you will cope well. Talk to the Service Manager or staff if you need assistance. Keep a close eye and give other volunteers every support needed to feel welcome and included. Remember it can be the first time a young person is away from their home and family and it can prove to be a huge challenge for some. Factor that in, stay close and support them as best you can. A few weeks on, most of the volunteers will have made friends, feel comfortable in the accommodation and are happy to be in Ireland.

ExpensesAs with staff expenses, any bus fares to training etc. need to be approved beforehand and claimed within 15 days – as per the Expenses Policy. Small expenses such as tea/coffees, lunches incurred on outings with the service user, need to be paid for by the service user. A service user needs to buy a volunteer’s cup of coffee or lunch, if the trip is extended. Also the service user needs to pay for a cinema ticket, if a volunteer accompanies them to the cinema etc. Typically the cinema will give the second ticket at half-price. Some concert promoters will do the same thing.

Holidays The normal holidays given to EVS volunteers are:

24 days for a 12-month placement 12 days for a 6-month placement

Plus nine public holidays:

New Year's Day (1 January) St. Patrick's Day (17 March) Easter Monday First Monday in May, June, August Last Monday in October Christmas Day (25 December) St. Stephen's Day (26 December)

Volunteers need to request holidays in advance. Typically a week’s notice will be sufficient but one month’s advance notice is required for periods of 5 days or more. Every effort should be made to


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accommodate holiday requests. Volunteers should not be expected to work on St Patrick’s Day or over Christmas or New Year. Where a centre has a number of EVS volunteers, they should be allowed to take time off together to travel around Ireland.

Personal safetyIt is advisable to walk around your new environment with a member of staff initially to acquaint yourself with the area. Ask staff to tell you where it is safe to walk at night and highlight any areas that you should avoid.

Role Description Providing companionship to residents Assisting at mealtimes – must receive full training beforehand Accompanying service users on outings – must receive full training beforehand. Please note

that volunteers need to be properly trained on how to handle any unforeseen events or emergencies. Volunteers need to be aware of who they should contact if something unexpected should happen while they are out with a service user.

Adding to the quality of a service user’s life

KEY: Always doing something meaningful

Take time to work on a special project that you decide on yourself which can leave a lasting legacy. It can be together with other volunteers or individually. It should be related to your own interests and skills and allow you to show your personality and skills.

SupervisorIs the person assigned to oversee your roster of duties and to ensure that the contribution which you make is a valuable and valued one – it can be the Service Manager or someone else.

Mandatory TrainingCheshire Ireland has a responsibility to service users to ensure that all personnel assisting them are fully trained, whether they are staff or volunteers. We are required to demonstrate that all volunteers receive the mandatory training in such areas as:

Cheshire Ireland Orientation Fire Safety Choking and Swallowing Moving and Handling Seizure Management

plus Driver Assessment training (if age appropriate).

Training is vital for the volunteers so that you feel comfortable, confident and well supported in their roles. This training should be scheduled as soon as possible after you arrive at the service, for example:


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Week 1:General orientation of the service Fire safetyMoving and Handling

As soon as possible – Cheshire Ireland Orientation

Week 2: Disability Awareness – good for putting the training that follows in contextChoking and Swallowing

Week 3: Seizure Management

Then Adult Protection Training – as soon as is practical

Volunteers cannot provide any type of support to service users until they are signed off as being competent to undertake tasks such as assisting at mealtimes, or accompanying a service user on an outing (and perhaps being required to assist with a catheter).

KEY MESSAGE:No volunteer should be assisting someone with dysphagia to eat a meal, without proper training. Typically this is a task which requires a fully trained member of

staff.

Leargas provide On Arrival and Mid-way training. Volunteers are expected to attend both. Typically the training takes place in the Emmaus Centre in Swords but volunteers are collected from a central point (i.e. Custom House Quay).

Right Relationship Volunteers need to be aware of the ‘right relationship’ and be respectful of boundaries. That means keeping a professional relationship at all times and not allowing the residents to become too friendly, overly-dependent or attached to you. Talk to a member of staff if you have any concerns about this.

If something exceptional happens within the service, such as a death of a service user, a serious adverse event or a period of difficult behaviour by someone within the service, this needs to be discussed with the staff. You may find it hard to deal with emotionally and may need some additional support. Simply ask for help.

Accepting GiftsService users may appreciate a particular volunteer and feel it appropriate to give them an occasional gift. If the gift is modest (€25 value maximum) and has not been actively sought by the volunteer, this is fine. It does need to be advised to the service manager who should keep a record of it on the volunteer’s file.


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Roster of dutiesVolunteers will be rostered to contribute up to 39 hours per week – as agreed with the Service Manager.

This time should include: Meetings with supervisor and manager Meetings with mentor Training sessions Travel time to training sessions Language lessons

Pocket Money (Allowance)Currently Cheshire pays the standard pocket money allowance of €125 per month to volunteers. This can either be paid in cash each week or as a monthly sum into a bank account. The volunteer must sign a log either weekly or monthly to confirm receipt of this money. For audit purposes, the money given to the volunteer must be evident from paper or electronic records so a clear audit trail needs to be maintained.

Handling Service Users’ MoneyVolunteers need careful guidance in this area as it has the potential to cause difficulties. Volunteers should not be involved in the financial affairs of service users. If asked to assist with service users’ money, volunteers should exercise caution when doing so. Any money received from, or returned to service users, or collected on their behalf needs to be accounted for on return to the Cheshire Centre and advised to a member of staff. On no account should service users pay volunteers for their assistance. NOTE: Volunteer should not lend to or borrow money from a service user. English lessonsEvery effort will be made to provide some English lessons to volunteers. In more rural locations tutors can be difficult to locate so volunteers should call in to the online lessons provided on SKYPE each week. Volunteers should avail of every opportunity to practice their English themselves as well. Taking part in sporting activities in the local area is a great way to practice English language with different people.

YouthpassIt is possible for a volunteer to complete a journal online and get a Youthpass certificate. Every volunteer who has completed at least 6 months at Cheshire is eligible to get one and it is advisable to complete one. They are relatively easy to obtain, online.

NOTE: If you wish to leave before the end of your agreed service, ensure you complete a Volunteer Final Report BEFORE you leave. The volunteer’s Final Report can be sent directly to Leargas if you would rather that Cheshire does not read it.


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Final reportsAt the end of your project you need to complete a Final Report. The Service Manager will supply you with the form. This will ask for your input based on your experiences and learnings throughout your project. You will need to submit this along with receipts for travel costs relating to your travel to and from Ireland, the service and also to Dublin return, for the On-Arrival and Mid-Way training.


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