Author: Jacob Gordon

Davidson County Department of
Senior Services

Aging Empowered!

Volunteer Handbook

Volunteer Services Program

"I have found that among its other benefits, giving liberates the soul of the giver."
- Maya Angelou

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Table of Contents

Welcome 3
Our Mission 4
Program Purpose 4
What Volunteers Do 6
Volunteer Recognition 7
Policies / Procedures 8

Davidson County Department of
Senior Services

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WELCOME!
Dear Volunteer:
On behalf of the Department of Senior Services, thank you for your interest in the Volunteer Program. We believe that the people who make up our team of over 440 volunteers are some of the greatest people that live in Davidson County! They are kind, full of compassion, conscientious, and committed to those they serve. Every week 150 volunteers deliver approximately 1,600 hot meals to older adults, serve food in nutrition centers, answer phone calls, and help others at special events.
This manual has been developed to introduce you to the volunteer program, and help you better understand the roles and responsibilities assumed.
We are grateful you have come to join in this important work, and hope this is the beginning of a long, thriving partnership that brings new life and hope to seniors throughout Davidson County. Welcome aboard!
Sincerely,
Chris Bitterman
Volunteer Services Coordinator
Davidson County Senior Services
211 West Colonial Drive (Suite 109)
336-474-2646
chris.bitterman@DavidsonCountyNC.gov
(336) 474-2646

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Our Mission
Mission statement: Empower, Engage, and Encourage the Aging Population of Davidson County.

Program Purpose...
Davidson County Department of Senior Services is the lead agency for aging services in Davidson County, and serves as a “one-stop shop” resource for the well to the frail senior. Seniors can take advantage of activities beginning at age 55, and if eligible, access nutrition and health services at age 60 which are focused on keeping seniors in their own homes.
Senior Services operates Senior Centers in Lexington and Thomasville which are open from 8:00 am to 5:00 pm, Monday through Friday. The centers house nutrition sites which serve a nourishing noonday meal, provide fitness rooms and equipment, and are the sites for a variety of activities and classes on a daily basis.

Davidson County Department of
Senior Services

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Both centers have been accredited by the National Institute of Senior Centers (NISC) since 2017, achieving criteria mandated by the National Council on Aging (NCOA).

“Thank you for everything you do to help us keep Mom at home.”
Anonymous
“The food is good, but the volunteers are better. I live alone and have very little family left; these meals help me to continue to live in my own home.”
George M.
Meals on Wheels Client
“This place has been a blessing to me… At age 94, the meals have kept me healthy and happy. I love everything about this place. I never thought that I would live this long, but I give thanks everyday for good friends and fellowship.”
Frances B.
Thomasville Nutrition Site Client

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What Volunteers Do ...

Meals on Wheels Program
Deliver lunch meals Monday through Friday to older adults throughout the county.
Congregate Nutrition
Assist with serving lunch and clean up. (Lexington, Thomasville, Denton, Southmont, and Welcome)
Office Support
Answer the telephone, greet the public, answer questions, give directions, and provide basic Center information. Assist staff with preparation of mailings, collect fees/donations, write receipts, and other light clerical work. Senior Center Ambassadors give tours and welcome new participants.
Serve on a board or committee
Share ideas or advocate for senior related issues, plan service programs and implement activities via various boards and/or committees.
Provide an activity / class
Teach a craft class, lead a computer course, manage an exercise program, or provide entertainment.
Market services and activities
Go out into the community and promote Senior Services and the Lexington and Thomasville Senior Centers through canvassing, performances with line dancing and chorus, and/or public speaking.

Davidson County Department of
Senior Services

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Special classes and events
Assist with coordination, room set up/clean up, greet participants, take up tickets, help with registration, etc.
Davidson County Senior Games
Assist with events, opening/closing ceremonies, SilverArts, and Performing Arts.

Volunteer Recognition
Spring Banquet
Davidson County Senior Services holds an annual banquet for volunteers that have given ten or more hours of service in the previous calendar year. Select volunteers are recognized and honored for outstanding service and dedication.

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Policies / Procedures

Solicitation / Gifts
Seniors are a vulnerable population and are due our utmost respect. Never solicit clients for business purposes or private gain. Do not accept gifts from Clients (unless it is a “token” gift like a cookie, etc.).
Inclement Weather
In the event of severe weather, Davidson County Senior Services (DCSS) will operate on the same schedule as Davidson County Schools. If schools are closed, the Nutrition Sites will close, senior center events will be canceled and meals will not be delivered. If Davidson County Schools are delayed, the nutrition sites will open, senior center events will operate on schedule, and meals will be delivered. Please stay tuned to local TV channels WFMY News 2, WGHP Fox 8, and WXII 12 for updates.
Rights / Responsibilities
As a volunteer you are considered a member of the Senior Services team. You will receive a meaningful assignment, and appropriate orientation and training. You will be treated with respect and recognized for your efforts. We rely on your help to fulfill our mission. We value your input and welcome any suggestions for improvements to programs.

Davidson County Department of
Senior Services

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Expectations
Treat clients with dignity, respecting their rights and individuality.
Undertake training as required.
Use good personal hygiene and dress appropriately.
Contact the Volunteer Coordinator if performance issues arise with volunteers.
Notify the appropriate individual or Volunteer Coordinator if unable to fulfill responsibilities. One week’s notice is requested when possible.
Confidentiality
DCSS values the confidentiality of its clients, participants, and volunteers, and emphasizes the protection of this information.
Volunteers are responsible to maintain the confidentiality of proprietary and privileged information to which they are exposed while serving as a volunteer. Under strict guidelines, Senior Services is unable to share health and personal information with volunteers, and volunteers are expected to follow these same guidelines.
Client information is not be discussed among other volunteers, family, friends, or staff.
Volunteers should never attempt to give a client personal care of any kind.

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Drug Free Workplace
It is the policy of Davidson County that unlawful
manufacture, distribution, dispensation, possession, or use of a controlled substance in the work place is prohibited. Any volunteer who violates this policy may be subjected to dismissal, and/or referred to a law enforcement agency.
Harassment
Any form of harassment or discrimination is contrary to this policy and shall be regarded as discrimination on the basis of race, color, religion, age, sex, disability or national origin. It shall be considered a violation of this policy for any volunteer to engage in harassment of any employee or recipient of agency services. The aggrieved person shall immediately report the alleged harassment to the Volunteer Coordinator. “Harassment” shall be defined as: sexual harassment or any inflammatory comments, jokes, printed material and /or innuendo based, in whole or in part on race, color, religion, age, sex, disability or national origin.
Recording Volunteer Hours
All hours donated outside of the Senior Centers are recorded by staff. Those worked at the Senior Centers should be entered by the volunteer in the My Senior Center system. Nutrition site volunteers receive no more than 30 minutes or one hour, depending on their position. Chorus and line

Davidson County Department of
Senior Services

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dancing volunteers will be given one hour per performance.
Meals on Wheels volunteers receive two hours per delivery, and chairpersons receive one hour per month for their extra duties. If a spouse of a dedicated Meals On Wheels volunteer does not usually deliver, they may be kept from receiving annual volunteer awards at the spring banquet.
Communication
DCSS’ Volunteer Program practices an open door policy. Should a volunteer have any questions or concerns, they are encouraged to communicate directly with the Volunteer Coordinator.
Volunteers will be asked to complete an annual survey at the recognition banquet regarding their volunteer experience.
Holiday Schedule
Davidson County observes the following holidays annually: New Year’s Day, Martin Luther King Day, Good Friday, Memorial Day, Fourth of July Independence Day, Labor Day, Veteran’s Day, Thanksgiving, and Christmas. A detailed holiday schedule can be requested from the Volunteer Coordinator.
Accident/Incident Procedure & Reporting
DCSS strives to provide a safe and healthy environment for all volunteers. Volunteers are expected to obey safety rules and exercise caution in all activities. Volunteers should report any

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unsafe condition or hazardous situations observed, to the Volunteer Coordinator or a staff member.
If a volunteer is injured in the course of service, he/she should notify the Volunteer Coordinator or another staff member as soon as possible. The Volunteer Coordinator / staff member will then complete an accident report.
Identification
Volunteers are required to wear a volunteer identification. Those working an event will wear a volunteer T-shirt, and Meals on Wheels drivers wear a volunteer lanyard/tag.
Inactivity
After one year of inactivity, the volunteer will no longer be considered an active volunteer. Should the individual decide to volunteer again in the future, a background screening may be required at the discretion of the Volunteer Coordinator.
Resignation
Volunteers wishing to resign from their assignments must provide a (2) two week notice to the Volunteer Coordinator.
Termination
Volunteers can be terminated from assignments due to job performance or personal conduct.
Negligence, improper use of property or equipment, discourteous treatment of staff or public, or inability to perform duties satisfactorily

Davidson County Department of
Senior Services

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are grounds for termination.
Termination will be considered a last resort in matters related to job performance.
Efforts will be made by staff to improve volunteer performance through assistance or reassignment prior to termination.
Volunteers may be terminated immediately for inappropriate personal conduct such as the commission of criminal offenses, reporting for assignments under the influence of alcohol or narcotics, willful destruction of property or equipment, or willful violations of agency policies and procedures.
The Director of Senior Services has the authority to terminate volunteers in accordance with the above.
Grievance
Purpose of Grievance Procedures
DCSS’ Volunteer Program attempts to operate in an orderly and consistent manner. When there are occasions when a volunteer feels as though he/she has not been treated fairly, these grievance procedures provide an outlet for airing the complaint to the proper authorities. A grievance may be defined as a claim or complaint based on an event or condition which affects the circumstances under which a volunteer is served.

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B. Grievance Procedures
Whenever possible, discuss and work out the complaint with the Volunteer Coordinator. If that does not result in a positive outcome, follow the written grievance procedures indicated below: Any comments/complaints may be addressed by calling the Volunteer Coordinator at 336-474-2646 or writing to the following address: Davidson County Department of Senior Services, 211 West Colonial Drive, Thomasville, NC 27360 or email chris.bitterman@davidsoncountync.gov.
The Volunteer Coordinator will discuss complaint with the volunteer and the incident will be thoroughly investigated. If the complaint is deemed valid, immediate corrections will be made.
If the complaint is against the Volunteer Coordinator, Senior Services Director will discuss the problem with the Volunteer Coordinator and any witnesses involved within seven (7) working days. If the complaint is deemed valid, necessary corrective action will immediately be implemented.
Volunteer making the complaint will be notified within seven (7) working days of the status of the complaint and the decision of Senior Services Director.
The volunteer filing the complaint and witnesses names and comments will not be disclosed to the Volunteer Coordinator. Complaints will be disclosed to the DCSS Advisory Board.
If the volunteer is dissatisfied with the complaint
Identification
All volunteers are required to wear a volunteer badge. If other volunteer identification is deemed

Davidson County Department of
Senior Services

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resolution, he/she may contact the Senior Services Director within five (5) days of the decision rendered by the Senior Services Director to request a hearing before the DCSS Advisory Board. A topic written summary of the complaint’s grievance of the attending person’s presentation and supporting information must be supplied to the Senior Services Director who will confirm the hearing date and time. Regular meetings are scheduled during the months of January, March, May, September, and November. If circumstances giving rise to the health and safety of the volunteer or any other volunteer of DCSS, the Senior Service Director may arrange for an expedited hearing before a panel made up of no less than three (3) members of the DCSS Advisory Board to conduct the hearing prior to the Board’s next regular meeting.
The DCSS Board hearing will be private and not open to the public. The Board may set reasonable time limits upon the presentation of the complaint and the staff member(s) with whom the actions may have given rise to the complaint.
The volunteer will be notified in writing within seven (7) working days after the DCSS Advisory Board has made a determination concerning the complaint. The decision of the DCSS Advisory Board shall be deemed final.
Termination
Volunteers can be terminated from assignments due to job performance or personal conduct.

Davidson County Department of
Senior Services

Co.davidson.nc.us/SeniorServices
E-mail: SeniorServices@DavidsonCountyNC.gov
555-B West Center Street Extension Lexington, NC 27295
Phone: 336-242-2290
Fax: 336-236-7515
211 West Colonial Drive Thomasville, NC 27360
Phone: 336-242-2290
Fax: 336-236-7521