1.8 Volunteer Services

Georgia State Seal

Georgia Division of Family and Children Services
Child Welfare Policy Manual

Chapter:

Administration

Policy Title:

Volunteer Services

Policy Number:

1.8

Previous Policy Number(s):

N/A

Effective Date:

July 2020

Manual Transmittal:

2020-05

Codes/References

N/A

Requirements

The Division of Family and Children Services (DFCS) will:

  1. Engage interested individuals, groups and organizations to participate in volunteer services program activities for the benefit of the children and families served.

  2. Ensure the strategic recruitment, selection, orientation, assignment, and supervision of volunteers.

    Volunteers may be recruited for a specific identified need or a general interest that can be later matched to a specific function or need.

  3. Have prospective volunteers complete the application process.

  4. Conduct background checks and criminal records checks (CRC) on prospective volunteers prior to selection.

  5. Provide agency volunteers with training and supervision to perform their functions or assigned tasks.

  6. Provide volunteers with information on:

    1. Safeguarding confidential and protected health information (see policy 2.5 Information Management: Health Insurance Portability and Accountability Act (HIPAA) and 2.6 Information Management: Confidentiality/Safeguarding Information); and

    2. Non-discriminatory child welfare practices (see policy 1.4 Administration: Non-Discriminatory Child Welfare Practices).

  7. Provide formal and informal recognition of volunteers’ contribution to the agency (see Practice Guidance: Volunteer Services Recruitment and Retention).

  8. Maintain in secure storage volunteer applications, including background checks, CRC, training activities, and performance evaluations.

  9. Provide monthly reports on the Volunteer Services Program, including volunteer recruitment efforts and service activities to the County Director/designee.

Procedures

The Volunteer Services Coordinator (VSC) will:

  1. In conjunction with program staff, develop job descriptions of the duties, knowledge and skills required for each volunteer activity.

  2. Identify potential volunteers through various means of recruitment including but not limited to the following:

    1. Local advertisement, media/social media coverage (see policy 2.7 Information Management: Contact with Media, Legislators, County Officials);

    2. Brochures, mailings, email;

    3. Presentations to local civic, religious organizations, and groups.

  3. Review the completed application package with a prospective volunteer including the:

    1. Individual Volunteer Application

    2. Board of Pardons and Parole

    3. Criminal Record Check (see Office of Inspector General policy 1750 - Criminal Background Investigations Procedures on Applicants Considered for Employment):

      1. GCIC: for volunteers who will not have contact with children or families; and

      2. NCIC: for volunteers who will have contact with children or families.

      If criminal history is present, carefully assess the suitability of the prospective volunteer based on history and type of volunteer activity. If unable to make a clear determination, seek guidance and an approval decision from the County Director/designee.

    4. Georgia SHINES

    5. Internal Data System (IDS) Online Master Index

    6. IDS Placement Central (for persons born before June 2008)

    7. Protective Services Data System (PSDS)

    8. Sexual Offender Registry

    9. Driving History Report (Motor Vehicle Record), only required for volunteers expected to provide transportation services.

      1. A copy of the prospective volunteer’s valid driver’s license and automobile insurance card.

      2. Refer to the Department of Human Services (DHS) Office of Facilities and Support Services (OFSS) Coordinated Transportation System Transportation Manual, for specific driving record requirements for volunteers to be utilized as transporters.

    10. TB (Tuberculosis) test results, only required when the position requires ongoing, direct contact with children and families.

    11. Two written references, at minimum.

    See Practice Guidance: Room, Board, Watchful Oversight Providers for additional requirements related to Room, Board, Watchful Oversight (RBWO) Providers provider program volunteers.

  4. Conduct an in-person, face to face interview with the prospective volunteer to discuss their interests, whether they can meet the specific agency needs, and the guidelines and goals of the volunteer services program.

  5. Make an approval determination of a prospective volunteer based on the assessment of the personal interview and Individual Volunteer Application, background screening and CRC, references and other information received.

  6. Upon selection of a volunteer:

    1. Discuss with him/her:

      1. HIPAA privacy laws and Confidentiality (see policy 2.5 Information Management: Health Insurance Portability and Accountability Act (HIPAA) and policy 2.6 Information Management: Confidentiality/Safeguarding Information);

      2. Americans with Disabilities Act (ADA) (see policy 1.5 Administration: Americans with Disabilities Act (ADA)/Section 504 and Reasonable Modifications); and

      3. Non-Discrimination in child welfare services (see policy 1.4 Administration: Non-Discriminatory Child Welfare Practices).

    2. Have him/her sign the Statement of Confidentiality

      1. File the Statement of Confidentiality and the in the volunteers personnel file.

    3. Have him/her complete any additional volunteer enrollment or agreement required per county/regional protocols.

    4. Properly match the volunteer with an identified agency need.

    5. Provide orientation/training to prepare the volunteer for their assignment and to familiarize him/her with the agency. Training topics shall include, but is not limited to:

      1. DFCS Mission, Vision, and Guiding Principles

      2. DFCS programs and services

      3. Policies and procedures of the county/regional office

      4. Confidentiality and HIPAA

      5. Mandated Reporting (see policy 3.24 Intake: Mandated Reporters)

      6. Expectations and responsibilities

      7. Training for assigned tasks

        Training expectations will vary with volunteer assignment.

    6. Assign the volunteer to a supervisor. Arrange a meeting with the volunteer and supervisor to discuss volunteer activities, hours, requirements, etc.

  7. Provide support to the supervisor regarding their responsibilities related to the oversight of the volunteer, which may include, but is not limited to:

    1. On-the-job training;

    2. Orientation to unit policies and procedures;

    3. Volunteer compliance with confidentiality and HIPAA privacy laws;

    4. Periodic evaluation of the volunteer’s work performance:

      1. Identify the volunteer’s strengths and weaknesses.

      2. Refer to volunteer job descriptions when conducting periodic performance evaluations.

      3. Develop a plan for retention or dismissal of a volunteer.

  8. Maintain secure storage of volunteer documents:

    1. Prospective and selected volunteer application documents, including CRC information (see policy 19.8 Case Management: Criminal Records Check for storage requirements of CRC).

    2. A record of volunteer’s completed training, performance evaluations and any singed agreements, in a volunteer’s personnel file.

    3. Volunteer activity records.

    Record maintenance is important to support the submission of the monthly volunteer reports, review trends, assess needs and resources, etc.

  9. Submit monthly reports to the County Director/designee of volunteer recruitment efforts and volunteer service activities.

The VSC Supervisor or County Director/designee will:

  1. Support the VSC in coordination of the Volunteer Services Program.

  2. Ensure the VSC obtains the complete application packet, document background screenings and CRC of all prospective volunteers prior to selection, where appropriate. Collaborate with the VSC to make a determination when the prospective volunteer has criminal history. If a determination cannot be made, seek guidance from the County Director/designee (if not supervised by the County Director).

  3. Review monthly reports of volunteer recruitment and activities to determine if targeted goals are being met, additional resource or service needs, etc.

Practice Guidance

Volunteer Services Program

The quality of the Volunteer Services Program depends, in part, upon the degree of administrative investment made by the agency in the planning, direction and support of the program. When recruiting and selecting a volunteer, give attention to the skills, abilities, and interests of the volunteer and how these fit the specific needs of the position. During the application process, ask prospective volunteers to provide information regarding their background, skills and abilities as well as their specific interests. Selection of the volunteer should be based on there area of interest as well as the specific need of the agency and the ability of the volunteer to meet them.

Cooperation and communication are critical components of an effective Volunteer Services Program. Good communication between all parties ensures that the appropriate services are provided and that the volunteer is being appropriately utilized. This cooperative effort will impact positively on the volunteers, agency, children and families served and the community.

Volunteers

Volunteers are persons who contribute services or resources to the agency without financial compensation. DFCS encourages the appropriate involvement of volunteers in providing direct and/or indirect services to children and families. Volunteerism can be mutually rewarding to the volunteer and the agency as it fulfills a desire of individuals/groups to share their interests, abilities and resources for the benefit of the community, while providing useful services for the agency. As such, volunteers should be assigned meaningful tasks/activities that are beneficial to the agency as well as the volunteer. Volunteers should also be provided with the appropriate access to material, equipment and information necessary to complete the performance of assigned tasks.

There are two types of volunteer services:

  1. Direct volunteer services: These are services provided directly to children and families under the supervision of agency staff. These services may include, but are not limited to, transporting clients, coordinating/conducting workshops, providing recreation, mentoring, and telephone outreach.

  2. Indirect volunteer services: These are services that support children and families served by DFCS. Indirect volunteer services may also include serving at DFCS-sponsored community events (I.e. clothing drive, food pantry, holiday toy collection, prom events, and in-kind services). Volunteers providing indirect services do not have direct contact with children and families.

Volunteer Services Recruitment and Retention

The Volunteer Services Coordinator (VSC) plays a critical role in the strategic recruitment of volunteers. All volunteer opportunities should be advertised within DFCS as well as in the community to obtain a larger pool of potential recruits. The VCS should purposefully engage staff about their needs to conduct and target recruitment efforts on staff needs. As DFCS values input from a wide variety of external stakeholders from all cultural and socioeconomic segments of the community, VSC’s are encouraged to attend Community Advisory Boards and other community gatherings to promote a presence of DFCS in the community. The visibility of the VSC in the community connects community resources to DFCS and raises awareness about the mission and values.

To support recruitment and retention of volunteers, the VSC should:

  1. Provide clear information on the volunteer role and performance expectations.

  2. Provide diverse opportunities for volunteers to enhance their skills and volunteer experience.

  3. Value the volunteer’s time by ensuring they are assigned tasks that are productive and worthwhile.

  4. Provide training opportunities for volunteers;

  5. Ensure supervision is provided to the volunteer;

  6. Provide constructive feedback to the volunteer;

  7. Ensure volunteers have regular opportunities to provide feedback on their responsibilities and experiences;

  8. Provide ongoing formal or informal recognition of and/or reward the volunteer’s contribution, including but not limited to:

    1. Appreciation luncheon/dinner

    2. Presentation of certificates or plaques

    3. Letters of appreciation

    4. Recognition party

Room, Board, Watchful Oversight Providers

RBWO Minimum Standards includes standards for volunteers in sections 1.1, 6.27, 13.27, 13.32, 31.1 and 31.4. Sub-contractor roles are addressed in sections 9.1 & 13.42. The RBWO Minimum Standard 13.27 requires that providers who utilize volunteers must have a policy that governs their activities. Volunteers used to meet any RBWO staffing requirements must follow all requirements outlined for regular staff. Volunteer policy must include the following:

  1. A completed application for volunteering;

  2. A Fitness Determination Letter from DHS Office of Inspector General;

  3. A documented assessment of the volunteer which includes a face-to-face interview;

  4. A driving record check on any volunteer expected to transport children;

  5. Review of at least two references (if the volunteer has previous child-caring experience or fostering/adopting experience, agency/employer references must be obtained);

  6. Orientation and training of the volunteer (including Mandated Reporter training);

  7. Signing of a confidentiality agreement; and

  8. Maintenance of a file on the volunteer to include all related volunteer documents, hours worked, and duties performed.

Confidentiality

Volunteers are responsible for maintaining the confidentiality of client information and are guided by all confidentiality and HIPAA privacy laws (see policy 2.5 Information Management: Health Insurance Portability and Accountability Act (HIPAA) and 2.6 Information Management: Confidentiality/Safeguarding Information). Volunteers may only have access to the minimum amount of information needed to carry out their job responsibilities. Volunteers must not be included in staff discussions that include confidential client information, or have access to confidential information on staff computers, if that information is not necessary for their role.

Forms and Tools

Individual Volunteer Application
Notice of Privacy Practices
Notice of Privacy Practices (Spanish)
Statement of Confidentiality