Customer Care Policy

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1 Custmer Care Plicy Page 1 f 12

2 CUSTOMER CARE POLICY Keighley & District Vlunteer Centre and Bradfrd Vlunteer Centre are independent charities that wrk in partnership t prmte vlunteering and t supprt lcal vluntary and cmmunity rganisatins acrss the Keighley & Bradfrd districts. This plicy is used by the staff in ur Vlunteer Centres as a guide t ensure yu receive the best pssible services frm us. It is als n ur website s that yu can access it and knw what t expect frm ur services. We aim t help the cmmunity in tw main ways Encuraging peple t vlunteer and supprting existing vlunteers by: Develping and seeking ut vlunteering pprtunities Prmting thse pprtunities t as wide a lcal audience as pssible Offering training and supprt, where pssible, t thse lking t vlunteer Making sure that the hard-wrk dne by vlunteers in the area is recgnised Lbbying fr the rights f vlunteers Supprting rganisatins wh invlve vlunteers in their wrk by: Prmting vlunteering and vluntary pprtunities n behalf f rganisatins Recruiting and basic selectin f vlunteers Offering advice and infrmatin n gd practice when wrking with and selecting vlunteers Thrugh the vlunteer crdinatrs' frum, ffer netwrking and supprt pprtunities Offering training and supprt in all aspects f vlunteer recruitment and management Wrking as a registered umbrella bdy with the CRB, we can prcess CRB checks n behalf f rganisatins Prviding discunted ancillary services such as phtcpying/printing and rm-hire Page 2 f 12

3 The Vlunteer Centres have six cre functins: 1. Vlunteer brkerage 2. Marketing vlunteering 3. Gd practice develpment 4. Develping vlunteering pprtunities 5. Plicy respnse and campaigning 6. Strategic develpment f vlunteering Our tw main custmers grups are:- Peple wh want t vlunteer, Organisatins that invlve r wuld like t invlve vlunteers, this includes public, private, vluntary and cmmunity grups. PEOPLE WHO WANT TO VOLUNTEER Making an enquiry Vlunteer Centres Bradfrd & Keighley District define a vlunteer enquiry as initial cntact between the vlunteer centre and a member f the public. This culd include a request fr infrmatin abut vlunteering in general r relating t a specific pprtunity. Enquiries may be made by phne, , in persn r via the D-it website. Our cmmitment t yu All telephne calls will be answered in a prmpt and helpful manner. D-it and enquiries will be respnded t within 10 wrking days. Where we are unable t d this (fr example if smene is n annual leave) we will infrm yu as sn as pssible and agree a new deadline. Upn request, staff will bk cnfidential, ne t ne interviews/appintments at the earliest available time. We will be punctual fr all appintments. We will take required infrmatin frm ur custmers in a curteus and sensitive manner. Page 3 f 12

4 Helping yu find a vlunteering pprtunity By pprtunity we mean a vlunteer rle available fr members f the public t becme invlved in this culd be a ne-ff activity r a lng-term activity. Our cmmitment t yu We will use a variety f methds t match vlunteers t apprpriate vlunteering pprtunities, including telephne and ne-t-ne interviews, drp-in sessins and D-it (the natinal vlunteering database). We will cllect and use infrmatin (such as yur cntact details, the type f vlunteering yu are interested in and sme persnal details like yur age, gender and ethnicity) in line with ur cnfidentiality and data prtect plicies and data prtectin legislatin (Fr a cpy f ur Data Prtectin Plicy please cntact the centre n ) We will use yur details t demnstrate t ur funders and partners that we are able t reach all sectrs f the cmmunity, but we will never identify yu individually withut yur permissin. We will perate within current equality legislatin (the Equality Act 2010). We will d ur best t match yur skills, experience and backgrund t an apprpriate vlunteering pprtunity. If we think an pprtunity is unsuitable fr yu we will always explain the reasn why and ffer a suitable alternative. We wrk hard t ensure that we have a wide variety f pprtunities t ffer t peple, but there may be times when we d nt have the placement yu want. In this case we will Keep recrds f areas f vlunteering that are in high demand, prmte ur services t, and wrk with, rganisatins in these fields t help them develp and create mre pprtunities. Offer yu alternative pprtunities based n yur interests. Where pssible, we will infrm yu abut what t expect frm different recruitment prcesses fr the pprtunities yu are interested in. We will keep an up t date database f vlunteering pprtunities and individuals wh want t vlunteer. Where n suitable vlunteer pprtunity exists, the Vlunteer Centre will fllw its mismatch prcess. Page 4 f 12

5 Screening Different vlunteering pprtunities will require yu t underg different levels f screening. This culd include interviews, prviding references and Criminal Recrd Bureau Check (particularly pprtunities that invlve wrking with children r vulnerable adults). If yu have any previus cnvictins this will nt necessarily stp yu frm vlunteering. Our cmmitment t yu We will infrm yu if an pprtunity requires any kind f screening We will explain what t expect. We will discuss any cncerns yu might have abut this in a cnfidential interview. Expenses Our cmmitment t yu We always encurage rganisatins t pay their vlunteers expenses. Including travel t and frm the vlunteering pprtunity and the cst f any training r equipment that yu need t carry ut yur vlunteer rle. If an rganisatin is unable t pay expenses we will infrm yu f this s that yu can make an infrmed decisin as t whether yu want t vlunteer there. ORGANISATIONS THAT INVOLVE OR WOULD LIKE TO INVOLVE VOLUNTEERS Registering an Opprtunity Opprtunity is an activity r the delivery f a service that benefits smene else, the lcal cmmunity r the envirnment and is dne by smene n a vluntary basis, i.e. they have chsen t d it, unpaid. A vlunteering pprtunity can be lng-term, shrt term r ne ff. If yur rganisatin has a vlunteering pprtunity that yu wish t register with Vlunteer Centres Bradfrd & Keighley District, yu will be required first t register yur rganisatin with us. This invlves cmpleting a registratin frm. We ll ask yu abut yur rganisatin, its aims and area f wrk. We ll als ask abut sme f the plicies and prcedures yu have in place t ensure the safety and fair treatment f vlunteers. We may chse nt t register yur pprtunities until yu have certain plicies and prcedures in place, but we will supprt yu in develping the necessary plicies and prcedures wherever pssible. With regard t yur vlunteering pprtunity, we ll want t knw all the details f what the rle is, where it ll be based, yur recruitment and screening prcesses if applicable and whether r nt yu ll pay travel expenses. Page 5 f 12

6 Helping rganisatins t find vlunteers Our cmmitment t yu We will: Supprt yu t develp all the apprpriate plicies and prcedures needed t register with us. Pass all relevant infrmatin abut yur vlunteering pprtunity t ptential vlunteers. Supprt yu t put apprpriate recruitment prcesses in place Keep yu infrmed f any prgress made twards finding the right vlunteer fr yur pprtunity. Infrm yu f any additinal vlunteer recruitment pprtunities in yur area. Help yu t make yur pprtunity as appealing t ptential vlunteers as pssible. Supprt yu t develp new vlunteering pprtunities. COMPLIMENTS AND COMPLAINTS Our cmmitment t yu In rder t get yur feedback abut ur services we will send ut an annual cmprehensive fllw up survey t rganisatins and vlunteers n ur database. We will use yur feedback t imprve the way we deliver ur services. Occasinally users f the Vlunteer Centre may feel they have nt received the standard f service that they expect. This can lead t dissatisfactin and frustratin. In recgnising this, Vlunteer Centre has set ut a prcedure t enable individuals t raise their cncerns and fr us t respnd t them in an apprpriate way. Any individual wh wishes t make a cmplaint shuld be advised t talk t the Centre Manager in the first instance and will given the apprpriate telephne number / address. Alternatively if this is nt apprpriate as the cmplaint refers t the manager in questin the cmplainant shuld be given the details f the relevant trustee r member f the Management Cmmittee. An accessible versin f ur cmplaints prcedure is available upn request. We will als make ur cmplaints prcedures available n line at and MISMATCH BETWEEN THE NEEDS OF VOLUNTEERS AND ORGANISATIONS An annual check will be made n the variety f rganisatins and active vlunteering pprtunities registered with the Vlunteer Centre, checking that the types f pprtunities n ffer reflect the interests f ptential vlunteers. We shuld aim fr a rati f 1 vlunteering pprtunity fr every 10 expressins f interest in a particular area f interest. Any specific actins required will be dcumented and prgress regularly mnitred. If a specific vlunteering gap is identified r a vlunteer expresses an interest in a certain type f vlunteering pprtunity that is nt currently registered with the Page 6 f 12

7 Vlunteer Centre, then the Vlunteer Centre shuld be pr-active in researching and cntacting member rganisatins that culd ffer that type f vlunteering experience. If there are n member rganisatins that can ffer the identified vlunteering experience, then the Vlunteer Centre shuld be practive in ging ut and cntacting rganisatins that culd prvide that pprtunity and encurage them t register with the Vlunteer Centre. If wrk with member rganisatins identifies a need fr vlunteers with a particular skill that they are finding it hard t recruit, then the Vlunteer Centre will be practive in engaging in marketing activities t reach ptential suitable vlunteers. If any "hard t fill" pprtunities are identified, then the Vlunteer Centre will discuss this with the vlunteer-invlving rganisatin, lking at adjusting the rle descriptin, retargeting the pprtunity r develping a new pprtunity that incrprates sme f the activities that have nt been filled. An annual apprach will be made t registered rganisatins that have n active vlunteering pprtunities registered with the Vlunteer Centre, t see if their vlunteering needs have changed. The Vlunteer Centre shuld wrk with ther lcal Vlunteer develpment agencies t share infrmatin and develp ther vlunteering pprtunities jintly. FOLLOW-UP AND EVALUATION OF BROKERAGE SERVICE FOR VOLUNTEERS Definitin f Fllw Up Vlunteer Centres Bradfrd & Keighley District define fllw ups as cntact with peple wh have accessed vlunteer centre services in rder t establish hw the persn feels abut their vlunteering experience and what impact vlunteering has had fr them. The Vlunteer Centre cnducts quarterly surveys f all individuals wh have used the brkerage service in the previus quarter. These are referred t as Fllw Up Enquiries and are undertaken t ensure that everyne wh has used the service has the pprtunity t share their views and experiences. This prcess enables The Vlunteer Centre t identify examples f gd practice, service deficits and areas in need f attentin. The fllw up is undertaken 12 weeks after the persn s initial enquiry. This allws time fr the persn t underg the recruitment prcesses f the rganisatin(s)/grup(s) and t have cmmenced their vlunteer placement(s). A questinnaire is sent t individuals thrugh the pst with a cver letter explaining the reasn fr the survey. On ccasin where deemed mre apprpriate (fr example if the questinnaire wuld be inaccessible t a persn) the survey is cnducted ver the telephne r via . A fllw-up enquiry shuld be undertaken with all vlunteer enquirers 12 weeks after their initial enquiry. This can be dne by telephne, r letter. Page 7 f 12

8 Fllw-up Questins shuld include: Whether they had vlunteered befre Did they take up vlunteering after visiting the vlunteer centre? If s, fr which rganisatin/s? D/Did they enjy their vlunteering? If they are nt vlunteering r are nt happy in their vlunteering, why is this? What the persn has gained frm their vlunteering experience If they chse nt t take up vlunteering why nt The Vlunteer Centre aims t determine an accurate accunt f the quality f service delivered and it is recgnized that t achieve this, a high respnse rate is necessary. Whilst it is acknwledged that 100% respnse rate is unachievable, The Vlunteer Centre makes the fllwing effrts t encurage and facilitate replies. Questinnaire is clear, cncise and easy t read. Questinnaire allws respndents t remain annymus if they wish. A cver letter is sent with questinnaire stressing that The Vlunteer Centre values the persn s pinin and that we are keen t receive feedback t enable us t imprve the brkerage service. Recipients are invited t cntact The Vlunteer Centre if they require any additinal infrmatin r supprt with cmpleting the frm. Recipients are encuraged t cntact us if they require further help with vlunteering. A pre-paid envelpe is included fr returning the questinnaire. A prize draw with gift vucher prize is ffered as an incentive t maximize respnses. Recipients are requested t return their questinnaires by a specified date and upn return f the cmpleted frms the results are cllated and analysed. A reprt f the findings f the survey is prduced identifying pints fr actin and/r recmmendatins fr imprvements. Any dissatisfied respndents r respndents wh require additinal cntact fr any reasn (wh prvide cntact details fr the purpse f fllw-up) are then cntacted t enable us t address any issues. Any examples f pr practice frm vlunteer-invlving rganisatins will be fllwed up by The Vlunteer Centre. Actins will delegated t apprpriate The Vlunteer Centre staff members t undertake within a specified time span. The cnslidated feedback respnses frm each quarterly survey will be cmplied int an annual service evaluatin reprt which will g t members f the Vlunteer Centre bard t infrm them f the review and develpment f The Vlunteer Centre services t vlunteers. Page 8 f 12

9 Definitin f Service Evaluatin Prcedures Vlunteer Centres Bradfrd & Keighley District define service evaluatin prcedures as cntact with peple wh have accessed vlunteer centre services in rder t establish the quality and effectiveness f the brkerage service prvided. The vlunteer centres cnduct quarterly surveys f all individuals wh have used the brkerage service in the previus quarter. These are included n the Fllw Up frm but questins pertain t the quality f service prvided by the vlunteer centre as ppsed t their vlunteering experience. This prcess enables the VC t identify examples f gd practice, service deficits and areas in need f attentin. Service Evaluatin Questins shuld include:- Hw the persn heard abut the vlunteer centre Hw the persn first cntacted the vlunteer centre Whether anther agency referred the persn t the vlunteer centre Hw the persn feels abut the service prvided by the vlunteer centre Wuld they recmmend the service t thers Wuld they like any further infrmatin n vlunteering pprtunities (either previusly discussed r new nes) r advice frm the Vlunteer Centre n issues like vlunteer expenses, etc.? Feedback will be respnded t as needed n an individual basis and any examples f pr practice frm vlunteer-invlving rganisatins will be fllwed up by the vlunteer centre. A reprt f the findings f the survey is prduced identifying pints fr actin and/r recmmendatins fr imprvements. Any dissatisfied respndents r respndents wh require additinal cntact fr any reasn (wh prvide cntact details fr the purpse f fllw-up) are then cntacted t enable us t address any issues. The quarterly respnses frm vlunteers will be cmpiled int an annual service reprt which will g t members f the Vlunteer Centre Bard and will infrm them f the develpment f the rganisatins services. FOLLOW-UP AND EVALUATION PROCEDURES FOR ORGANISATIONS All rganisatins advertising pprtunities with the vlunteer centre will be cntacted at least annually t review their existing pprtunities, t ask them t cnsider advertising alternative pprtunities and t remind rganisatins f the ther services that the centres can prvide. Each year all the rganisatins that have used the centre will be asked t cmplete a feedback frm n the perfrmance f the centre. (See Organisatins Annual Evaluatin Frm) Page 9 f 12

10 The annual evaluatin is a survey f all rganisatins wh are registered as using the brkerage (and ther) services (including training, CRB services, gd practice develpment and infrmatin and supprt). This ensures that all rganisatins have the pprtunity t share their views and experiences. A questinnaire is sent t rganisatins thrugh the pst with a cver letter explaining the reasn fr the survey. Where deemed mre apprpriate the survey is cnducted ver the telephne r via . This prcess enables each vlunteer centre t identify examples f gd practice, service deficits and areas in need f attentin. In particular we hpe t ascertain hw successfully the centre perfrms in delivering the intended utcme f the brkerage (and ther) services and t identify areas fr further develpment f the brkerage (and ther) services (including training, CRB services, gd practice develpment and infrmatin and supprt services). Service Evaluatin Questins fr Organisatins shuld include:- Hw they fund ut abut the vlunteer centre When the rganisatin first cntacted the vlunteer centre What supprt they received frm the centre Hw they wuld rate the supprt/infrmatin given Hw effective the vlunteer centre has been in the develpment f vlunteering pprtunities and the invlvement f vlunteers Whether they wuld recmmend the vlunteer centre services t thers Whether they recruited vlunteers that had been referred t them via the vlunteer centre brkerage service Whether they wuld be interested in attending a Vlunteer Organisers Frum What training is required by staff and vlunteers Hw satisfied rganisatins are with their experience f the vlunteer centre services Vlunteer Centres Bradfrd & Keighley District aim t determine an accurate accunt f the quality f service delivered t rganisatins and recgnises that t achieve this a high respnse rate is necessary. Whist it is acknwledged that a 100% respnse rate is unachievable, the Vlunteer Centres have made the fllwing effrts t encurage and facilitate replies:- Page 10 f 12

11 Questinnaire is clear and cncise. The questinnaire states that we are grateful fr feedback t enable us t imprve ur service. Recipients are encuraged t cntact us if they require any further help with brkerage r any vlunteering related issue. Recipients are encuraged t prvide cntact details if they require us t respnd t their cmments. Recipients can remain annymus if they prefer. Recipients are requested t return the cmpleted frm as sn as pssible and after a specified perid f time, results f the survey are cllated and analysed. The findings f the survey are cnslidated int a reprt and analysed. The cnslidatin identifies any pints fr actin and/r recmmendatins fr imprvement. Actins are delegated t apprpriate Vlunteer Centre staff t undertake. Respndents (wh prvide details fr the purpse f fllw-up) are cntacted t enable us t address any issues r t prvide additinal supprt. The annual service evaluatin reprt will g t members f the Vlunteer Centre bard t infrm them f the review and develpment f Vlunteer Centre services t rgansatins. Updating Organisatins & Advertised Opprtunities n V-base In additin t cntacting the rganisatins t undertake an annual survey, Vlunteer Centres Bradfrd & Keighley District als cntact all registered rganisatins annually t ensure we have up-t date details and pprtunities n v-base. Each mnth, the v-base database is used t flag up any vlunteering pprtunities (acrss the Bradfrd District) that have expired during that mnth. Unless specifically stated therwise, rganisatins are encuraged t advertise their pprtunities fr a maximum ne year perid s that Vlunteer Centres Bradfrd & Keighley District can make cntact at least annually t review the pprtunity details. During this telephne/ cntact, the rganisatin is asked abut all ther pprtunities they are advertising and all recrds (cntact details etc) are checked thrugh t ensure accuracy. The rgansatin is als asked if they wuld like t advertise any new pprtunities and whether they require any additinal services frm Vlunteer Centres Bradfrd & Keighley District. A v-base update partnership bulletin is cmpiled with all new pprtunities and updated details and this is sent between partnership rganisatins Vlunteer Centres Bradfrd & Keighley District s each party can update their recrds and maintain accurate crrelatin with their v-base. Page 11 f 12

12 Evaluatin f Training & Infrmatin Sessins Vlunteer Centres Bradfrd & Keighley District are cmmitted t prviding quality training n a wide variety f tpics t bth vlunteers and rganisatins. All training delivered by Vlunteer Centres Bradfrd & Keighley District are evaluated after each sessin. Attendees are requested t cmplete a training feedback frm which prvides an pprtunity t cmment n the fllwing aspects:- Relevance f tpic Trainers Delivery Training Methds Resurces Used Venue Refreshments Areas fr imprvement Any ther cmments Attendees are requested t return the frm befre leaving the sessin. The findings f the evaluatins are then cnslidated int a reprt and analysed. The cnslidatin identifies any pints fr actin and/r recmmendatins fr imprvement. Cmpliments & Cmplaints All users r Vlunteer Centres Bradfrd & Keighley District services are welcmed t feedback abut the services delivered at any time. Shuld any persn wish t cmplain abut a Vlunteer Centre service the cmplaints prcedures are available upn request and als nline at the relevant rganisatin r Related Plicies & Prcedures: KDVC Cmplaints Prcedure BVC Cmplaints Prcedure Date Reviewed: Reviewed: 16 th August 2010 Page 12 f 12

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