Volunteer Handbook www.thefoodtrain.co.uk

Welcome to Food Train Welcome to Food Train! We hope your volunteering experience with Food Train will be rewarding and enjoyable. This handbook is designed to help you learn more about us, the various tasks our volunteers undertake, what you can expect from us, what we expect from you and some general hints and tips to help make your volunteering work a little easier.

Contents

Page No.

Our Vision, Mission and History

3

Our Services

4

Volunteering at Food Train

5

Induction, Training and Support

6

Boundaries and Expectations

7

Protecting Vulnerable Groups

8

Data Protection and GDPR

9

Equality and Diversity

10

Health and Safety

10

Lone Working

12

What if you have a concern or a complaint

13

Expenses

13

Our Vision, Mission and History Who we are and what we do Food Train is a registered charity, voluntary organisation and social enterprise. Since 1995 Food Train has been making daily life easier for older people, providing vital services to those who are no longer able to manage independently, through age, ill health, frailty or disability. Food Train makes hundreds of grocery deliveries every week, ensuring those most in need have access to fresh groceries. Teams of dedicated local volunteers across the regions also go that extra mile by helping with household jobs, delivering books through our library service and providing much needed friendly social contact and meals through our Meal Makers and befriending services.

Our Growth Following 15 years of successfully supporting older people throughout Dumfries and Galloway, in 2010 Food Train embarked on our ambitious project to make service available to older people in other parts of Scotland. With support from the Scottish Government, Community Food and Health Scotland and the relevant health and social care partnerships, we are delighted that Food Train services are now available all over Scotland.

Our Vision In order to fulfil our vision for all older people in Scotland, we endeavour, in partnership with our public and independent sector partners, to continue growing and expanding our services and support for older people to enable them to eat well, live well and age well at home

MISSION

VISION

All older people can get the right help and support at their time and point of need

Helping older people to eat well, age well and live well independently at home for as long as they wish

VALUES Kindness & Compassion Respect & Integrity Creativity & Diversity Solutions & Impact

Shopping/delivery

Our Services

Local volunteers provide essential food shopping to older people experiencing difficulties doing their weekly grocery shopping ensuring they can eat well, live well and age well.

At Home Local volunteers provide regular help and support with a wide variety of household tasks to help older people live more independently at home.

Friends A befriending service providing trips out, home visits and telephone calls, bringing some fun, laughter, friendship and social contact to older people in need.

Outreach Library Local volunteers drop off and return library books for anyone who is unable to access their local library due to poor health, poor mobility, frailty or disability. There are two different elements to the service: 1. Van Delivery –books are delivered/collected on a monthly basis by a van delivery service 2. One to one match – a volunteer collects, delivers and return books, this service allows the volunteer to spend some time with the customer.

Meal Makers Meal Makers is a local neighbourhood food-sharing project that connects people who love cooking and want to share an extra portion of their home-cooked food with an older neighbour who would really appreciate a freshly prepared meal and a friendly chat.

Eat Well Age Well Eat Well Age Well is our new national project tackling malnutrition in older people living at home in Scotland.

Connects Shopping Friends A volunteer is matched to a customer living nearby to support them with the weekly task of shopping. Volunteers collect shopping lists weekly on an agreed suitable day, do the shopping and deliver to the customer’s home. Phone Friends This service connects customers with a volunteer ‘friend’ for a regular blether on the telephone, a check-in on their wellbeing, an opportunity to share any concerns and importantly a chance to share a laugh or two. Phone calls can take place weekly, fortnightly, or less often if wished.

Volunteering with Food Train Volunteers are an important and valued part of Food Train Ltd and we hope that your volunteering with us will be both rewarding and enjoyable. There are several hundred Food Train volunteers up and down Scotland working in a variety of different roles. To be a volunteer you must be aged 16 or over and, depending on the work you do, we will apply for a PVG Scheme Record Check (Protection of Vulnerable Groups) on your behalf. Food Train works to meet the Equality Act 2010 and will not knowingly discriminate against anyone willing to volunteer. On some occasions, given the nature of our work, volunteering with Food Train may not be the most suitable option for either Food Train or the potential volunteer. Volunteer drivers must hold a current driving license and be able to drive small to medium sized vans.

What makes a good volunteer? Energy and Passion - friendly, warm approach, is positive about volunteering and working with older people Good Communication and Interpersonal Skills – enjoys engaging with other people Reliability and Commitment – punctual, consistent and dependable. Committed to their volunteering role, working within the boundaries of their role and adhering to the policies and procedures of Food Train Awareness and Compassionate – aware of their own needs and those of others, empathy and understanding. Patient, tolerant and kind. Non-judgemental – Accepts difference and respects others choices, lifestyles and rights. Does not impose own values and beliefs. Team Player – can work alongside other volunteers and staff to ensure service delivery

What can you expect from us Full Induction and any training necessary for the volunteering role Regular support and supervision Friendly and relaxed work environment Support to achieve the standards required by the organisation Address effectively any issues that arise throughout your volunteering role Training opportunities ID Badge Uniform where applicable to the volunteering role Full cover of all insurance required Reasonable out of pocket expenses Protection of Vulnerable Groups check Employment reference if required Treat volunteers in line with our Equal Opportunities

What we expect from you Reasonable level of regular commitment and notify us is you cannot work, at the earliest opportunity Care and respect for our customers and each other Maintain confidentiality of the organisation and its customers Willingness to join the Protection of Vulnerable Groups Scheme Willingness to accept training, information and support Be of smart appearance · Notify the office staff of problems or concerns about our customers Adhere to Food Train Ltd policies and procedures including Health and Safety, Equality and Diversity in relation to staff, volunteers, customers and anybody with whom you work

Induction, Training and Support What we expect from you Induction and Training Tailored training will be provided specific to your volunteering role with Food Train. In addition, Food Train will endeavour to offer any additional training courses or access to training should any volunteer express interest. Training and events will either be displayed in the office or on your online volunteering platform. Volunteer Meetings are held regularly in person or online and offer awareness training on topics relevant to our work.

Support and Supervision Volunteer meetings are held regularly, within the branches and are open to all volunteers. The meeting gives staff an opportunity to tell you any news or updates as well as a chance for volunteers to come together informally to discuss and share issues, concerns or stories. Volunteers who work more remotely in our Meal Makers, Connects or Phone Friend service can benefit from regular communications by email, text, instant messaging, telephone, newsletter, a community Facebook group and online platform. During your time volunteering should you have any concerns/issues please contact a member of staff to discuss this further. Dependant on the role there will be additional support and supervision provided.

Boundaries and Expectations

Boundaries are rules, limits or guidelines that help each of us define who we are and setting boundaries helps us to feel safe in our environment. When working with older people and in our volunteering role, setting boundaries at the start allows everyone who is involved a clear understanding of the service and the support that is provided. Every service has defined boundaries which will be given to you as part of your induction/training process but in general:-

Do’s Recognise our own personal boundaries Understand and respect the boundaries of the service Respect our customers Listen Empathise Report any concerns to a member of staff Think before you say yes (what you think is acceptable may not be to another volunteer or beneficial for the service)

Don’t Disrespect customers, staff or volunteers Give out personal details Become over emotionally involved Lend or borrow money or material goods from the customer Accept any form of harassment/violence/bullying from the customer, staff or any volunteer Buy expensive gifts or give money to the customer Assist customers to access cash from a bank, building society or post office

Protecting Vulnerable People Food Train has a legal and moral duty to ensure that volunteers who work with older people are suitable to do so. Many of our members are viewed as vulnerable as are some of our volunteers this means they are protected, through legislation, from harm by others. As part of our safe recruitment and selection process all volunteers who will be in contact with older people must join the Protecting Vulnerable Groups Scheme (PVG) and have an Enhanced Disclosure. Food Train supports older people and works with a broad spectrum of volunteers. You may also come across children and young people living with our members who may also be vulnerable. We all have a duty of care to do everything we can to protect vulnerable people in our society. If at any time you are concerned about any of our vulnerable members, their family members or any of our other volunteers, please take your concern, however trivial you think it may be, to any of our staff members to deal with. Who is an adult at risk of harm? An adult (any individual aged 16 or over) who is unable to safeguard their own well-being, property, rights or other interests at risk of harm and affected by disability, mental disorder, illness of physical or mental infirmity, is more vulnerable to being harmed than adults not so affected What is harm? Harm is defined as ALL harmful conduct and in particular includes: conduct which causes physical harm conduct which causes psychological harm (e.g. by causing fear, alarm or distress) unlawful conduct (e.g. theft) conduct which causes self-harm Possible signs of harm: There are many signs of harm. It is important to consider any changes to the well-being of a person at risk. Some examples are: Unexplained or unusual injuries Misuse of medication, e.g. not giving medicines properly Unexplained changes of behaviour, e.g. becoming anxious and withdrawn, fear of another person Unexplained debt, not paying bills for services The use by another person using the adult’s possessions, bank account or property without his or her informed consent Pressure by family or professionals to have someone moved into, or taken out of care Hostile or unkind behaviour by a person The adult at risk not receiving appropriate care., which would protect them from harm Unexplained deterioration in health or appearance A long delay between illness/injury and the person getting appropriate treatment The deprivation of basic needs, such as adequate food or heating

Prejudicial actions or remarks to the adult at risk about age, gender, disability, race, colour sexual or religious orientation· Failure to provide adequate information, not being informed about their rights, or being misinformed Where can harm occur? Anywhere Abuse can take place anywhere people spend time together, family home, a hospital ward, care home, day centre, social clubs at work or in a public place. Remember, the person being harmed may not be able to report it. Who can cause harm? Anyone A relative, unpaid carer, spouse/partner, professional car9er, friend or neighbour, volunteer, another service user, stranger, member of the public or the ‘adult at risk’ may be harming himself/herself.

Data Protection and GDPR Food Train Ltd is committed to ensure any personal data will be dealt with in line with the Data Protection Act 1998. To comply with the law, personal information will be collected, used fairly, stored safely and not disclosed to any other person or party unlawfully. Food Train is required to collect, store and process certain personal data to carry out our day to day charitable activities, meet our aims and vision and comply with legal obligations. Food Train is committed to ensuring your personal data is dealt with in line with the EU General Data Protection Regulation (GDPR). The data we will collect and hold includes your name, home address, telephone number, email address, date of birth, driving license details, PVG scheme record number. Our lawful basis for collecting and processing this information is to allow us to fulfil our contractual obligation of volunteer engagement with you. All volunteer data is stored electronically on a volunteer database, accessed only by approved staff and volunteers. Hard copy referral forms are stored in local offices in locked cabinets with restricted access to keys. Protecting Vulnerable Groups Scheme records are kept in accordance with the law and destroyed securely within the timeframe set out by Disclosure Scotland. Your details will be removed immediately upon cessation of volunteering, unless appropriate and justifiable reason exists to retain for a limited period. An example of a justifiable reason might be your expressed uncertainty around the possibility of returning to your volunteer role after a short break.

Confidentiality During the course of your volunteering you may have access to information about our customers. We expect all volunteers to observe the dignity and privacy of our customers and other volunteers at all times, observing and maintaining confidential information.

Equality and Diversity Food Train fully recognises the new Equality Act 2010 and is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our volunteers will be truly representative of all sections of society and each volunteer feels respected and able to give their best. To provide equality and fairness for all in our volunteering and not to discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. We oppose all forms of unlawful and unfair discrimination. All volunteers will be treated fairly and with respect, will be helped and encouraged to develop their full potential and the talents and resources of the volunteers will be fully utilised to maximise the efficiency of the organisation.

Health & Safety It is the policy of Food Train to do all that is reasonable practicable to prevent accidents, personal injury and damage to property and to protect everyone from foreseeable work hazards, including the public, in so far as they come into contact with the company, its services, staff and volunteers. Therefore, In order to maintain the health and safety of all our volunteers, procedures are in place to help us comply with the Health and Safety Work Act 1974. Insurance Cover Food Train volunteers are covered by our Public Liability Insurance and Group Personal Accident Scheme whilst volunteering. Volunteers working out in our vehicles will also be covered by our Fleet Vehicle Policy. General Health & Safety Be aware of potential hazards at all times that could cause slips, trips or falls Report any faulty equipment or possible hazards to staff Always apply a common sense approach and if a situation feels unsafe or wrong then seek further advice from Food Train staff

Manual Handling Good Practice Make your own common sense risk assessment of the situation in front of you, whether it is lifting a box/shopping bag or carrying the shopping into the customer’s house. Never take unnecessary risks, ask your colleagues for help and advice or contact the staff if unsure Pass on concerns about lifting and moving situations to staff as soon as possible Accident/Incident Reporting All accidents/incidents must be reported to the Manager as soon as possible, a report will be drafted which will include: date and time of accident/incident who/what was involved summary of what happened any action taken The Manager will deal with accident/incident and contact you if necessary. Covid-19 Covid19 continues to affect society and older people are particularly vulnerable. While there are currently no guidelines volunteers must follow, we encourage anyone feeling unwell or experiencing any symptoms such as a new cough or fever, to stay at home and avoid contact with other people for up to 5 days. Whilst mask wearing is no longer mandatory, we are keen to protect our older members as best we can and would encourage volunteers to continue wearing masks in our members homes if they are comfortable doing so. For further information please visit: https://www.nhsinform.scot/illnesses-andconditions/infections-and-poisoning/coronavirus-covid-19 Healthy Working Lives Food Train is committed to the Healthy Working Lives of all staff and volunteers. We have achieved both Bronze and Silver Awards recognising our healthy approach. From time to time volunteers may receive healthy living information and notices or invitations to health based events.

Personal Safety and Lone Working Lone working is a situation when a volunteer is not working alongside or near either another volunteer or a paid member of staff. Some volunteering activities involve lone working which could mean you are more vulnerable. Therefore the risk for lone workers is greater and more rigorous systems are needed to protect them. Things to consider Take care of your own safety Who knows where you are going and what time you are expected back? Who would know if your plans change? Make sure your mobile is charged and emergency contact numbers stored Avoid carrying cash or valuables Trust and listen to your instincts Travelling Plan Ahead Avoid danger spots Use well-lit areas Park as close to your destination as possible Have your keys ready If something or someone makes you feel uncomfortable, act upon your instincts. It may be better to move away before a problem arises. Going into someone’s home – remember You are entering their space Check your surroundings Check exits Check if other people are in the house Be aware of pets Avoid actions or words which may appear judgemental, aggressive or an invasion of privacy or space. Wearing Lanyards in Moving Vehicles We encourage volunteers to consider their personal safety at all times and to reflect on guidance expressed by Scottish Fire and Rescue in a Safety Awareness briefing released in June 2019:

More than 25% of road traffic accidents involve someone driving at work. Scottish Fire and Rescue Service (SFRS) has received information from partners regarding a newly identified risk regarding driving at work. There have been a couple of serious road traffic collisions involving our colleagues in other public bodies, where the wearing of identity lanyards around the drivers’ necks has exacerbated the severity of the injuries sustained. To view the full safety awareness briefing please ask for a copy. Although it is necessary for volunteers to have their ID card with them whilst engaged in Food Train activities we would encourage you not to hang it by lanyard around your neck while driving or as a passenger in the vehicle being driven.

What if you have a concern or complaint? We hope you enjoy your time volunteering with Food Train but it is important that you raise any matters concerning your volunteering with a member of staff if you are unhappy or aggrieved, or just wish to make a comment. Should you wish to discuss a matter relating to your volunteering role, please speak to the Manager who should be able to resolve any routine complaints/grievances informally.

Expenses You are entitled to claim any out of pocket travel expenses required to enable you to volunteer. Mileage for car travel is paid at 45p per mile, if you travel by bus please keep the bus ticket and attach to Volunteer Expenses Claim Form. You can claim expenses in one of two ways depending on what service you volunteer with in Food Train: Volunteer Expenses Claim Form must be completed and returned to the office no later than the 8th of the following month, please remember to attach any receipts. Along with the reimbursement of the customers shopping (Connects service only) Expenses are usually paid by BACS on or around 10th of each month. If requested we can pay by cash or cheque, please contact office staff regarding expenses claims. Gifts from Customers It is acceptable to accept a small gift from the customers you deliver to. If you would prefer to pass this on for the benefit of the wider organisation then that is also perfectly acceptable.

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www.thefoodtrain.co.uk

Food Train Ltd. Company No. 158165 is a company Registered in Scotland. Scottish Charity No. 024843

www.thefoodtrain.co.uk