# Volunteer Handbook: [Organisation name]

> A handbook that tells volunteers what to expect from the organisation and
> what the organisation expects from them: mission, roles, onboarding,
> training, conduct, safeguarding, health and safety, confidentiality,
> expenses, recognition, concerns and leaving, with an acknowledgement
> form. Based on common volunteer-management practice. This is a format,
> not legal advice: volunteer status, safeguarding checks, insurance, data
> protection and health and safety duties differ by country and region, so
> have your final text reviewed against local law. Replace every
> `[bracketed]` value and every passage marked *Example*.

<!--
Guidance: How to use this template
- Write in a welcoming, plain voice addressed to the volunteer ("you").
  Policies can be summarised here and linked in full.
- Keep the handbook consistent with your actual policies; where they
  differ, the policy wins and the handbook must be corrected.
- Avoid wording that makes volunteering look like employment (for example
  contractual obligations or payment beyond expenses) unless that is
  intended and legally reviewed.
- Fill safeguarding, health and safety and data protection sections with
  your designated people and local legal requirements; never leave them generic.
- Review the handbook yearly and whenever a policy changes.
-->

## Document control

<!-- Guidance: Identify the handbook, its owner and approvals. Status moves Draft -> In review -> Approved. -->

| Field | Value |
|---|---|
| Document ID | [VOL-HB-001] |
| Organisation | [Legal name, registration number] |
| Version | [0.1] |
| Status | [Draft / In review / Approved] |
| Owner | [@volunteer-manager] |
| Approvers | [@executive-director, @safeguarding-lead, @board] |
| Effective date | YYYY-MM-DD |
| Next review | YYYY-MM-DD |
| Last updated | YYYY-MM-DD |
| Classification | [Shared with volunteers] |

### Approvals

| Role | Name | Decision | Date |
|---|---|---|---|
| Executive director | [@name] | [Approved] | YYYY-MM-DD |
| Designated safeguarding lead | [@name] | [Approved] | YYYY-MM-DD |
| Board or governance committee | [@name] | [Approved] | YYYY-MM-DD |

## Contents

<!-- Guidance: Keep in sync with headings. -->

1. [Welcome](#1-welcome)
2. [Mission and values](#2-mission-and-values)
3. [About the organisation](#3-about-the-organisation)
4. [Volunteer roles](#4-volunteer-roles)
5. [Recruitment and onboarding](#5-recruitment-and-onboarding)
6. [Training and support](#6-training-and-support)
7. [Code of conduct](#7-code-of-conduct)
8. [Safeguarding](#8-safeguarding)
9. [Health and safety](#9-health-and-safety)
10. [Confidentiality and data protection](#10-confidentiality-and-data-protection)
11. [Expenses](#11-expenses)
12. [Recognition](#12-recognition)
13. [Concerns and grievances](#13-concerns-and-grievances)
14. [Leaving](#14-leaving)
15. [Key contacts](#15-key-contacts)
16. [Acknowledgement form](#16-acknowledgement-form)

## 1. Welcome

<!-- Guidance: A short, warm note from the director or volunteer manager. Say why volunteers matter and what this handbook is for. -->

[*Example:* Welcome, and thank you for giving your time. Volunteers deliver
most of our reading sessions, run our libraries and represent us in the
community. This handbook explains how we work together, what support you
can expect and what we ask of you. Please read it before your first shift
and keep it for reference. If anything is unclear, ask your supervisor;
there are no silly questions.]

[Name], [Role]

## 2. Mission and values

<!-- Guidance: Mission in one sentence and three to five values, each with what it means for a volunteer's day-to-day behaviour. -->

**Mission**: [*Example:* Every child in [Region] reads with confidence by age nine.]

| Value | What it means when you volunteer |
|---|---|
| *Example:* Respect | Treat every child, parent and colleague with dignity; listen first |
| *Example:* Reliability | Turn up when you said you would, or tell us early if you cannot |
| *Example:* Safety | Follow safeguarding and safety procedures every time, without exception |
| *Example:* Learning | Ask questions, share ideas and give feedback |
| [Value] | [Behaviour] |

## 3. About the organisation

<!-- Guidance: Brief facts a volunteer needs: what you do, where, how big, who leads, and how volunteers fit in. -->

[*Example:* Founded in YYYY, we work in 120 schools across three districts
with 25 staff and about 230 volunteers. We are governed by a volunteer
board of trustees and funded by foundations, government grants and
individual donors.]

- **Programmes**: [list with one line each]
- **Locations**: [offices, sites]
- **Structure**: [*Example:* volunteers report to a site supervisor, who reports to the volunteer manager]
- **Website and policies**: [link to full policies]

## 4. Volunteer roles

<!-- Guidance: List the main roles with time commitment, requirements and supervisor. Each role should also have its own role description; link it. -->

| Role | Main tasks | Time commitment | Requirements | Supervisor | Role description |
|---|---|---|---|---|---|
| *Example:* Reading buddy | Reads one-to-one with children aged 6 to 9 | 2 h per week, term time, minimum 6 months | Background check per local law; training session 1 and 2 | Site supervisor | [link] |
| *Example:* Library assistant | Shelves, lends and repairs books | 3 h per week | Training session 1 | Library coordinator | [link] |
| *Example:* Event helper | Set-up and welcome at events | Occasional | Briefing on the day | Events lead | [link] |
| [Role] | [Tasks] | [Time] | [Requirements] | [Supervisor] | [link] |

Volunteering is unpaid and voluntary. You can change role or reduce your
hours by talking to your supervisor.

## 5. Recruitment and onboarding

<!-- Guidance: Explain the steps from application to first shift, including any checks required by local law for the role. Be transparent about what you check and why. -->

| Step | What happens | Typical timing |
|---|---|---|
| 1. Application | Online or paper form | Day 0 |
| 2. Conversation | Informal interview about interests and availability | Within 2 weeks |
| 3. References | [*Example:* two references, not family members] | 1 to 2 weeks |
| 4. Checks | [Background or criminal-record check required by [local law] for roles with children or vulnerable adults] | [N weeks] |
| 5. Induction | Organisation, policies, safeguarding basics, site tour | Before first shift |
| 6. Trial period | [*Example:* first 6 sessions with a buddy, then a check-in] | 6 weeks |

Documents you will receive: this handbook, your role description, [code
of conduct], [safeguarding policy summary] and [emergency procedures for
your site].

## 6. Training and support

<!-- Guidance: List required and optional training and how volunteers are supervised and supported. -->

| Training | Required for | Format | Refresh |
|---|---|---|---|
| *Example:* Induction | All volunteers | 2 h in person | Once |
| *Example:* Safeguarding basics | All volunteers | 1.5 h online | Every [2] years |
| *Example:* Reading techniques 1 and 2 | Reading buddies | 2 x 2 h | Once |
| *Example:* First aid | Site leads | 1 day, certified | Per certificate |
| [Training] | [Roles] | [Format] | [Refresh] |

Support: [*Example:* a named supervisor at each site, a check-in after
your trial period and every six months, and a volunteer forum each term].

## 7. Code of conduct

<!-- Guidance: Clear, specific behaviour expectations. Link the full code. Focus on behaviours, not vague ideals. -->

When you volunteer with us, we ask you to:

- treat everyone with respect, regardless of age, disability, gender identity, race, religion, sexual orientation or background;
- arrive on time, sign in and out, and tell your supervisor as early as possible if you cannot attend;
- follow instructions from staff and site leads, and the rules of host sites such as schools;
- never be under the influence of alcohol or drugs while volunteering;
- avoid conflicts of interest and do not accept gifts above [value] from participants or families;
- not speak to the media or post on social media on behalf of the organisation without permission;
- not post photos of participants, and never of children, unless the organisation's consent process allows it;
- use the organisation's equipment and funds only for their intended purpose.

Breaches are handled fairly: we will discuss concerns with you first.
Serious breaches, including any safeguarding concern, may lead to the end
of the volunteering relationship and, where required, reporting to the
relevant authorities.

## 8. Safeguarding

<!-- Guidance: Summarise the safeguarding policy for volunteers: who the designated lead is, what to do if worried, what never to do. Requirements and reporting routes depend on local law; fill them in with your safeguarding lead and do not improvise. -->

We are committed to keeping children and adults at risk safe. Everyone
has a responsibility to act on concerns.

- **Designated safeguarding lead**: [Name, phone, email]
- **Deputy**: [Name, phone, email]
- **Out of hours**: [Number]
- **Local authority or statutory contact**: [Agency, number, as required by local law]

If you are worried about someone's safety:

1. If there is immediate danger, call [local emergency number].
2. Listen calmly; do not investigate, ask leading questions or promise to keep a secret.
3. Write down what you saw or heard, in the person's words, with date and time, as soon as possible.
4. Report to the designated safeguarding lead the same day using [form or method].
5. Do not discuss the concern with anyone else.

Good practice rules for working with children and adults at risk:
[*Example:* always work in sight of other adults; never be alone with a
child in a closed room; no private contact through phone or social media;
no lifts in your car unless agreed in writing; follow the photography
policy]. Full policy: [link].

## 9. Health and safety

<!-- Guidance: What volunteers must know to stay safe: site procedures, accidents, emergencies, lone working and insurance. Follow local health and safety law and your insurer's requirements. -->

- **Before each shift**: sign in, read site notices, know the fire exits and assembly point.
- **Accidents and near misses**: report to the site lead and record in the [accident book or form] the same day.
- **First aid**: first aiders at each site are listed on [notice board or app].
- **Lone working**: [*Example:* not permitted for reading buddies; event helpers check in by phone].
- **Lifting and equipment**: [*Example:* do not lift more than [N] kg alone; use trolleys provided].
- **Wellbeing**: tell your supervisor if a task feels unsafe or too much; you may stop at any time.
- **Insurance**: [*Example:* the organisation holds liability insurance that covers volunteers carrying out approved tasks; it does not cover personal property].

## 10. Confidentiality and data protection

<!-- Guidance: What information volunteers may see, how to protect it and how the organisation handles volunteers' own data. Align with applicable data protection law (for example GDPR where it applies) and your privacy notice. -->

You may learn personal information about participants, families,
colleagues or donors. Please:

- use it only for your volunteering tasks and never share it outside the organisation;
- keep paper records locked away and do not take them home unless agreed;
- not store participant data on personal devices or personal accounts;
- report any lost data or suspected breach to [data protection contact] immediately.

Confidentiality has a limit: safeguarding concerns must always be
reported (section 8).

Your own data: we keep your application, check results, emergency contact
and attendance records to manage volunteering safely. See our volunteer
privacy notice [link] for what we hold, why, for how long and your rights.

## 11. Expenses

<!-- Guidance: State what can be reimbursed, limits, the claim process and deadlines. Pay only actual, receipted expenses unless local rules allow otherwise; flat-rate payments can change volunteer status in some countries. -->

We do not want volunteering to cost you money. We reimburse actual,
agreed out-of-pocket expenses.

| Expense | Reimbursed | Limit | Evidence |
|---|---|---|---|
| *Example:* Public transport to and from your site | Yes | Standard fare | Ticket or receipt |
| *Example:* Car mileage | Yes | [Rate per km or mile] | Mileage log |
| *Example:* Meals on shifts over 4 hours | Yes | [$N] | Receipt |
| *Example:* Materials bought for an activity | Pre-approved only | [$N] | Receipt |
| [Expense] | [Yes / No] | [Limit] | [Evidence] |

Claim with [form or app] within [N] days; payment within [N] days.

## 12. Recognition

<!-- Guidance: How volunteers are thanked and how their contribution is recorded. Ask volunteers how they like to be recognised. -->

- [*Example:* annual volunteer celebration and certificates for milestones of 1, 3 and 5 years]
- [*Example:* references for study or job applications after 6 months of volunteering]
- [*Example:* opportunities to train new volunteers or join planning groups]
- [*Example:* volunteer stories featured in our newsletter, with your permission]

## 13. Concerns and grievances

<!-- Guidance: A simple, fair route for volunteers to raise problems, separate from the safeguarding route. Give timescales. -->

If something is not working for you, we want to know.

1. **Informal**: talk to your supervisor; most issues are resolved here.
2. **Formal**: if not resolved within [N] days, write to the volunteer manager at [email]; we will acknowledge within [N] days and respond within [N] days.
3. **Appeal**: if you are still unhappy, write to [executive director or board contact] for a final review.

Concerns about wrongdoing (fraud, abuse of position, serious risk) can
also be raised through [whistleblowing route]. Safeguarding concerns
always follow section 8.

## 14. Leaving

<!-- Guidance: Make leaving easy and respectful. Explain returning property, data retention and exit feedback. -->

You can stop volunteering at any time. We ask that you:

- give your supervisor as much notice as you can, ideally [N] weeks;
- return ID badges, keys, equipment and any documents;
- complete a short exit conversation or survey if you are willing.

We will keep your records for [N years] in line with our retention policy
and then delete them. If we ever need to end a volunteering relationship,
we will explain why, except where legal or safeguarding reasons prevent
it.

## 15. Key contacts

<!-- Guidance: Keep this list current; it is the page volunteers use most. -->

| Need | Contact | Phone | Email |
|---|---|---|---|
| Volunteer manager | [Name] | [Phone] | [Email] |
| Your site supervisor | [Name] | [Phone] | [Email] |
| Designated safeguarding lead | [Name] | [Phone] | [Email] |
| Health and safety | [Name] | [Phone] | [Email] |
| Data protection | [Name] | [Phone] | [Email] |
| Expenses | [Name] | [Phone] | [Email] |
| Emergency services | [Local emergency number] | | |

## 16. Acknowledgement form

<!-- Guidance: The volunteer signs to confirm they have read and will follow the handbook. Keep signed forms with the volunteer record according to your retention policy. -->

I confirm that I have received and read the [Organisation name] Volunteer
Handbook version [N], including the code of conduct, safeguarding,
health and safety, and confidentiality sections. I agree to follow them
while volunteering, and I know whom to contact with questions or
concerns. I understand that this handbook does not create an employment
contract.

| Field | Entry |
|---|---|
| Volunteer name | |
| Role | |
| Signature | |
| Date | YYYY-MM-DD |
| Received by (staff) | |
| Staff signature | |

## Revision history

<!-- Guidance: Record each version and tell volunteers what changed. -->

| Version | Date | Author | Change summary |
|---|---|---|---|
| 0.1 | YYYY-MM-DD | [@name] | First draft |
| 1.0 | YYYY-MM-DD | [@name] | *Example:* Approved after safeguarding lead and legal review |
| 1.1 | YYYY-MM-DD | [@name] | *Example:* Updated mileage rate and contacts |

## Standard and licence note

Based on common volunteer-management practice for nonprofit organisations
(role descriptions, onboarding, code of conduct, safeguarding, expenses
and recognition). This is a format, not legal advice; check volunteer
status, background-check, safeguarding, insurance, data protection and
health and safety requirements under the law that applies to you.
Template licence: MIT.