Job description job Title: Volunteer

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Wings of Hope Family Crisis Services
Please read, initial and date each section after you have a full understanding of the information provided.
Job Title: Volunteer

Location: Office, Relief Nursery, and Shelter

Reports to: Volunteer Coordinator

The Volunteer is responsible for acting as an advocate and role model to Wings of Hope Family Crisis Services clients.


The Volunteer must qualify through a screening process given by the Volunteer Coordinator. Must be at least 18 years of age and has no personal experience with Domestic Violence in the last three (2) years. Person must be MATURE, RELIABLE, AND OPEN-MINDED.


1. Know and follow WOH policies and procedures.

2. Attend 16 hours of training provided by WOH

3. Supply clients with needed information regarding services and resources of the agency.

4. Provide transportation.

5. Act as an advocate.

6. Provide babysitting services as needed.

7. Keep accurate and detailed client records.

8. Perform office tasks on occasion.

9. Perform related work as required by the Executive Director, Senior Counselors, or Volunteer Coordinator.


Minimum of four hours per week, commitment of one college semester or six months required.


Initial: Date: I have read and understand the job description for a volunteer at Wings of Hope Family Crisis Services.

While wanting staff and volunteers to be comfortable on duty, Stillwater Domestic Violence Services, Inc. does recognize the need to maintain professional appearance in the eyes of the community and our client population.


  1. Suitable dress and neat personal appearance, including well-groomed hair, are a requirement for staff and volunteers.

  2. Neatness, cleanliness, proper dress, good manners and a friendly, cooperative attitude are all important and necessary for a pleasant and presentable appearance.


    1. Monday-Thursday

      1. Professional dress

        1. Dress slacks, skirts, dresses should be worn.

        2. Blouses and tops must be in good taste. Tops with low necklines, spaghetti straps, and plunging backs are not acceptable. No exposed midriffs.

    2. Friday

      1. Casual dress

Blue jeans, in good condition, may be worn, if a shirt with the SDVS or OSU logo is also worn.

  1. Children’s programs

    1. Staff persons working directly with children

      1. Casual dress in good taste (blue jeans in good condition, t-shirts without bar/alcoholic beverage/cigarette logos, shorts that are at least mid-thigh in length).

      2. No exposed midriffs, low necklines, spaghetti straps, or plunging backs.

  2. Professional Activities (therapeutic groups, presentations, staff/volunteers acting as a representative of SDVS outside of the PAC/shelter).

    1. Professional dress should be worn.

      1. Dress slacks, skirts, and dresses should be worn. No exposed midriffs, low necklines, spaghetti straps, or plunging backs.

  3. Shelter

    1. Shorts, in hot weather, are appropriate if the length of the shorts is at least mid-thigh. Shorts must be in good taste.

    2. Casual attire is permissible

      1. Jeans must be in good condition

      2. T-shirts without bar/alcoholic beverage/cigarette logos are acceptable.

      3. Blouses and tops must be in good taste (no low-necklines, spaghetti straps, plunging backs or exposed midriffs)

*Remember that as an intake worker, you are the first contact a client will have with our agency. Make the first impression a good one.
Stillwater Domestic Violence Service, Inc. recognizes that there are times when casual dress is appropriate, depending on the specific duties that staff/volunteers are performing. However, no matter what task a staff/volunteer is performing, staff/volunteers are acting as a representative of this agency. Thus, good judgment is encouraged under these exceptions.
I have read, understand agree to abide by the Dress Code Policy of Wings of Hope Family Crisis Services.

Initial Date



Team members will not:
1. Break client confidentiality other than specifically stated in Policies and Procedures as legal and ethical restrictions for the expectations to confidentiality.
2. Bring weapons on the premises.
3. Bring drugs or alcohol on the premises.
4. Abuse alcohol or other drugs.
5. Falsify or fail to complete client records.
6. Leave the shelter unattended. (A Staff member or Volunteer must be at shelter at all times).
7. Socialize with clients other than strictly an advocacy role.
8. Physically violate or threaten a client.
9. Buy, sell, and/or trade articles between clients and team members.
10. Employ a client in private work while they are receiving services.
11. Violate a client’s bill of rights.
12. Coerce, threaten, bribe or otherwise abuse a client in any manner.
13. Commit dishonest acts.
14. Refuse to do or fail to do work as assigned by supervisor.
I have read, understand agree to abide by the Code of Ethics Wings of Hope Family Crisis Services.

Initial Date

As an agency, we have several concerns in dealing with clients ethically. One of the most important ethical considerations is that of confidentiality. Confidentiality includes, but is not limited to, any communications made by a client during the course of treatment, all documents or records pertaining to a client, any and all information concerning the identity, diagnosis, prognosis, or treatment of any client. You will be expected to treat ALL information you hear, read, and see as confidential. It cannot be overstated that you do not speak to ANYONE (including family) about things you hear and see during your volunteer shift (except another SDVS staff member and this is to be done AT THE AGENCY, not out in public). You can release information to another agency or person IF you have the client sign a permission form and notify a staff person FIRST before doing this.
There are exceptions where breaking confidentiality is acceptable. These exceptions are listed below:
1. If a client is in clear and imminent danger of committing suicide. If you cannot get the client to agree by contract to not kill him/herself, and they refuse hospitalization, you may break confidentiality to call a family member or friend of a client or call the police.
2. If a client divulges to you he/she is going to harm someone or even kill someone, you have a duty to warn the intended victim in addition to notifying the authorities. Again, do not make this assessment without consulting with a staff person FIRST.
3. If you have reason to suspect child abuse, neglect, or sexual abuse, you are required by law to break confidentiality in order to report this to DHS or the police. Try to persuade the parents to report the abuse themselves; this shows they are attempting to protect their children from further harm.
1. When meeting a client in a public place, take precautions so that your conversations are not overheard. Keep them brief and try to move the conversation to a more private place as soon as possible.
2. Do not divulge specific information about one client in the shelter with another client in the shelter.
3. If you see a former client out in a public place, do not acknowledge them first; let them acknowledge you first. If the client starts talking about problems going on in their life, try to terminate that part of the conversation by referring them to their current counselor or to the crisis line.
4. When answering the phone at the shelter, if the caller asks for information regarding a client, we do not give out any information unless you know FOR SURE that a client has signed a release for that information to be given out to that specific person. If you are not sure if there is a release, you need to give the standard response. “”
I am sorry, but due to state and federal laws, I cannot give you any information concerning whether a person is a client with our agency. All I can do is take a message and pass it on if possible.”
5. When discussing clients with staff or when on the telephone with a client, take precautions to not be overheard by other shelter residents. Close the office door and turn on the radio softly.
Dual relationships--this means you can be an advocate and supportive to a client, but you should not try also to cultivate a special friendship or engage them in any other type of relationship such as: selling Avon to them, hiring them to clean your house, etc.
Rights of clients--clients have the right to make their own decision. Treat the client with respect in their choices whether you agree with them or not.
I have read and understand these confidentiality and ethical regulations of Wings of Hope Family Crisis Services

Initial Date



Through my association with WINGS OF HOPE FAMILY CRISIS SERVICES as an employee, agent, independent contractor, volunteer, student, counselor, intern, or approved observer, I understand that client information in any form (paper, electronic, oral, etc) is protected by law and that breaches of client confidentiality can have severe ramifications up to and including termination of my relationship and/or employment with WINGS OF HOPE FAMILY CRISIS SERVICES as well as possible civil and criminal penalties. I will only access, use or disclose the minimum amount of client information that I am authorized to access, use or disclose and that is necessary to carry out my assigned duties. I will not improperly divulge any information which comes to me through the carrying out of my assigned duties, program assignment or observation.

This includes but is not limited to:

  • I will not discuss personal health or other specific or protected information pertaining to any client with anyone (even my own family) who is not directly working with said client.

  • I will not discuss any client information in any place where it can be overheard by anyone who is not authorized to have this information.

  • I will not mention any client's name or disclose directly or indirectly that any person is a client except to those authorized to have this information.

  • I will not describe any behavior which I have observed or learned about through association with WINGS OF HOPE FAMILY CRISIS SERVICES which could be reasonably attributed to or connected with any specific client, except to those authorized to have this information.

  • I will not contact any individual or agency outside of WINGS OF HOPE FAMILY CRISIS SERVICES to get personal health information about an individual client who is accessing any WINGS OF HOPE FAMILY CRISIS SERVICES treatment or counseling services unless a consent for release of information has been signed by the client or by someone who has been legally authorized by the client to release information.

  • I will not use confidential WINGS OF HOPE FAMILY CRISIS SERVICES business related information in any manner not required by my job or disclose it to anyone not authorized to have or know it.

I have read, understand agree to abide by the Confidentiality Acknowledgement of Wings of Hope Family Crisis Services.

Initial Date

Internet access is permitted only for authorized personnel who have a legitimate business reason for such access. All Internet users must be familiar with and abide by, Wings of Hope Family Crisis Services Confidentiality and Security policies and procedures as well as Internet policies and procedures. Questions should be directed to the Wings of Hope Family Crisis Services Human Resources Department for interpretation.
Wings of Hope Family Crisis Services abides by all applicable federal, state and local statutes and regulations. All individuals with Internet access are expected to abide by all applicable policies, statutes and regulations. Misuse of Internet privileges in violation of applicable laws and regulations may result in disciplinary action up to and including probation and/or termination. In some instances, misuse can result in civil or criminal penalties.

Sending or receiving material in violation of federal or state laws is prohibited.

This includes, but is not limited to, copyrighted or trade secrets, threatening or obscene material, confidential or unauthorized information and any intentional or unintentional disclosure of confidential client information. Accessing, downloading or distributing obscene material is prohibited and may result in termination and/or legal prosecution
Sometimes it may become necessary and appropriate to transfer client information via the Internet. Such information is confidential and all Wings of Hope Family Crisis Services policies and procedures related to Security and Confidentiality apply. In addition, Policies and Procedures relating to the duration, scope, and subject of a signed client Consent or Authorization apply to all client communication, including Internet communication.
Protected Health Information relating to substance abuse, psychiatric treatment, contagious diseases and/or suspected child abuse and neglect are considered Extremely Confidential and should only be sent over the Internet in an emergency and then only if there is no safer method of transmission available.
Extremely Confidential Data Transmission

There may be rare instances where there is a need to transmit Extremely Confidential data via the Internet. In such instances, client Consent or Authorization, as appropriate, should first be obtained.

1. Confirm the existence of an appropriate client Consent or Authorization.

2. Ensure the appropriateness of the request to transmit the information.

3. Ensure that if the information to be transmitted is Extremely Confidential, it is only sent in an emergency.

  1. Transmit the information with a disclaimer and a warning to any recipient to treat it with utmost security and confidentiality.

I have read, understand agree to abide by the Internet Policy of Wings of Hope Family Crisis Services.

Initial Date

With my signature, I indicate I have read and understand all provisions of this Acknowledgment and agree to be bound by all provisions as set forth herein.

A photocopy of this document has the same effect has an original.

Signature_________________________________ Date_______________________

Staff __________________________________

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