Volunteer 

Procedures 
Volunteer Policies and Procedures Manual
Winnipeg Child and Family Services

Table of Contents
Definition of a Volunteer ...................................................................................
Becoming a Volunteer .......................................................................................

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Policies and Procedures..........................................................................

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Activities …………………………………………………………………….....
Alcohol / Drugs / Smoking..........................................................................
Blocking Caller ID……………………………………………………………...
Cell Phones................................................................................................
Child Protection: Reporting Abuse.............................................................
Closure.......................................................................................................
Communication……………………………………………………………........
Confidentiality............................................................................................
Conflict of Interest......................................................................................
Declaration............................................................................................... .
Discipline....................................................................................................
Dress Code……………………………………………………………………..
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Emergency Procedures............................................................................. 5
Expense Reimbursement........................................................................... 5
First Aid/CPR Training………………………………………………………… 5
Gifts……………………………………………………………………………… 5
Grievance................................................................................................... 5
Inclement Weather..................................................................................... 5
Infectious Disease Control......................................................................... 6
Insurance................................................................................................... 6
Lockdown………………………………………………………………………. 6
Medication.................................................................................................
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Money........................................................................................................ 6
Overnight Visits………………………………………………………….......... 6
Religion...................................................................................................... 6
Safety…………………………………………………………………………… 6
Sex Education / Explicitness...................................................................... 7
Sexual Harassment.................................................................................... 7
Social Media ............................................................................................
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Suicide Intervention...................................................................................
Suspension and Dismissal.........................................................................
Transportation............................................................................................
Vehicle Insurance.......................................................................................
Volunteer/Client Relationships...................................................................

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 Weapons....................................................................................................
Oath of Confidentially Attachment.........................................................

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 Definition of a Volunteer
The American Red Cross uses the following definition:
“Volunteers are individuals who… contribute time and service to a non-profit
cause in the belief that their activity is beneficial to others as well as satisfying to
themselves. They receive no financial benefit.”

Becoming a Volunteer
The approval process for potential volunteers with Winnipeg Child and Family
Services includes:
 Application Form
 Screening Interview
 Three References
 Criminal Record Check
 Child Abuse Registry Check
 Prior Contact Check
 Oath of Confidentiality (See attached)
 Valid First Aid/CPR Training (Level 1)
Screening is thorough in order to help ensure the physical and psychological
safety of the children and families we serve.
Every attempt is made to provide a meaningful volunteer placement based on a
volunteer's interests, availability and readiness.

Policies and Procedures:
Activities
It is best to have your outings with children and youth in the community but there
are occasions where some contact in the volunteer’s home to do a specific
activity might be approved. Such requests will need to be evaluated on a caseby-case basis and any decision to allow a child to attend the volunteer’s home
needs to be made in consultation with the assigned worker -- with the assigned
worker making the final decision. To reduce risk of allegations, this best practice
is to protect both you and the child/youth.
Alcohol/Drugs/Smoking
Alcohol and/or illicit drugs are never to be used before or while on an outing with
your client. They are, under no circumstances, to be offered to your client.
Please do not allow minors to smoke cigarettes or e-cigarettes. All Branch
buildings are smoke/vapour-free environments. Smoking is not allowed while
transporting clients and you have the right to request that clients not smoke in
your vehicle.
Blocking Caller ID
Normally, all telephone calls are accompanied by the identifying
telephone number of the originating call, or caller. People who have
subscribed to CallerID service with their phone service will normally be
able to see the CallerID number of the party calling them. If you don't
want the party you are calling to see your CallerID of the phone you are
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 calling from, then use *67 to block the transmission of your phone
number before placing a call. *67 blocks on a per call basis.
Cell Phones/Audio-visual
Under legislation it is unlawful to use a cell phone or other audio/visual
equipment while operating a motor vehicle.
Child Protection: Reporting Abuse
As a volunteer of Winnipeg Child and Family Services, you are legally obligated
to report child(ren) in need of protection. Contact Intake/After Hours at 944-4050
or the staff you work with. Your name will not be divulged to the family with child
at risk.
Part III of the Child and Family Services Act 03/1999 states that a child is in
need of protection where the child
a) is without adequate care, supervision or control;
b) is in the care, custody, control or charge of a person
i) who is unable or unwilling to provide adequate care, supervision or
control of the child, or…
ii) whose conduct endangers or might endanger the life, health or
emotional well-being of the child, or
iii) who neglects or refuses to provide or obtain proper medical or other
remedial care or treatment necessary for the health or well-being of the
child or who refuses to permit such care or treatment to be provided to
the child when the care or treatment is recommended by a duly qualified
medical practitioner;
c) is abused or is in danger of being abused;
d) is beyond the control of a person who has the care, custody, control or
charge of the child;
e) is likely to suffer harm or injury due to the behaviour, condition, domestic
environment or associations of the child or of a person having care, custody,
control or charge of the child;
f) is subjected to aggression or sexual harassment that endangers the life,
health or emotional well-being of the child;
g) being under the age of 12 years, is left unattended and without reasonable
provision being made for the supervision and safety of the child; or
h) is the subject, or is about to become the subject, of an unlawful adoption
under The Adoption Act or of sale under section 84.
Definition of Terms (taken from the Child and Family Services Act (03/1999)
Abuse - means an act or omission by any person where the act or omission
results in:
a) physical injury to the child
b) emotional disability of a permanent nature in the child or is likely to result in
such a disability, or
c) sexual exploitation of the child with or without the child’s consent

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 Guardian – means a person other than a parent of a child who has been
appointed guardian of the person of the child by a court of competent jurisdiction
or to whom guardianship has been surrendered under section 16.
Parent – means a biological or adoptive parent of a child and includes a person
declared to be the parent of a child under Part II of The Family Maintenance Act.
Place of Safety – means any place used for the emergency temporary care and
protection of a child as may be required under this Act and includes treatment
centres.
Foster Home – means a home other than the home of a parent or guardian of a
child, where not more than four children who are not siblings are placed by an
agency for care and supervision but not for the purposes of adoption
Ward – means a child of whom the Provincial Director of Child Welfare is the
guardian. With a Temporary Ward, guardianship is given to the Director by the
court for a specific time. With a Permanent Ward, the court has committed this
child to substitute care until reaching age eighteen, or until adoption occurs.
During this time, parents/guardians lose all legal rights to the child.
Closure
When your volunteer involvement is reaching an end, please consult with your
Coordinator of Volunteer Connections. If you volunteer with an individual family,
the social worker and parent(s) may also be consulted. See Volunteer
Orientation Manual “Helping Volunteers Say Goodbye.” We appreciate hearing
your feedback and recommendations.
Communication
You are an important team member and we value your gift of volunteer time. We
encourage you ask questions and offer comments and suggestions for
improvement anytime.
Volunteers visiting with an individual child or family are asked to provide updates
each time you volunteer. As issues arise, we need to hear from you, so all
parties are aware and working as a team. We will try to inform you of significant
client changes in a timely manner, and thank you for doing the same. Please
see the update sample below that you can email your Coordinator of Volunteer
Connections:

Activity Date
Month/Day/Year

WCFS Weekly Volunteer Update
Hours
Mentee
Location/Activit
y
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X
Zoo

Concerns/Problems
n/a

We went to the zoo, and X said she had lots of fun. All the animals were active and we even
got to see the new dinosaur exhibit. X listened well, although the whole time she only wanted
to see the butterflies. Ha Ha! Before we went home, we shared some lemonade and mini
donuts. Also, I found out that volunteers get in for free at the zoo! No worries this visit. We
plan to go swimming for our next outing.
3 are greatly appreciated)
(Including photos
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 Confidentiality
Clients have a right to privacy concerning the details of their lives. You may not
discuss their names, addresses, background, family relationships or the nature
of their problems. Within the Branch, you will limit discussions with staff that are
identified as needing to know such information.
Confidentiality may only be broken if you believe an immediate danger exists to
the client or others i.e. risk of suicide, illegal activities or possible abuse. (See
'Child Protection: Reporting Abuse'). As a WCFS volunteer, you will also respect
the Branch's right to be presented in a positive and favourable light, and will not
share confidential Branch information with others outside the Branch.
All volunteers must sign an Oath of Confidentiality. A breach in confidentiality
may result in termination of your role as volunteer. Confidentiality must be
maintained even when you cease to be a Branch volunteer.
Conflict of Interest
You may accept paid employment in the Branch without relinquishing your
volunteer status in situations where the services do not overlap with the same
client or family. For example, as a Volunteer Mentor you may become a paid
Family Support Worker for families other than the one(s) with which you
volunteer. Please call your Coordinator of Volunteer Connections for discussion
if you are concerned about a possible conflict of interest.
Declarations
Upon completion of one year of service, each subsequent year, volunteers will
be asked to complete a Criminal Record and Prior Contact Declaration form.
Declaring that to the best of their knowledge that they have not been charged or
investigated in any criminal or illegal activities, nor been involved with any child
welfare agency during the past year. After five years, Criminal Record and Prior
Contact Checks need to be renewed.
Discipline
A preschooler who misbehaves can often be diverted and redirected. Older
children can be given a brief reason "why" along with a brief description of
desired behaviour. You are not to punish or physically discipline (i.e. spank) a
client for any reason. Be firm but fair, and specific about your expectations. Try
not to get into a power struggle with the child. You may choose to end a visit
early. Always follow up concerns about behaviour with the child’s parent or
guardian, and with the social worker if the behaviour continues.
Dress Code
Volunteers are expected to set a positive example for client families in modeling
appropriate dress. Attire should be clean and sensible. Regular habits of
personal grooming and hygiene are also expected.
Examples of inappropriate attire; exposed undergarments, sagging pants,
excessively tight or short garments, bare midriff or strapless shirts, attire with
messages or illustrations that are lewd, indecent, vulgar or that advertise a
product or service not permitted by law to minors, see-through clothing, attire
that exposes cleavage, any adornment such as chains or spikes that reasonably
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 could be perceived as or used as a weapon, and any symbols, styles or attire
frequently associated with intimidation or violence (gang affiliation).
Emergency Procedures
Please see Safe Work Procedure 003; “Who to Call in Case of Emergency”
Expense Reimbursement
The Branch reimburses some out-of-pocket expenses, so tight finances do not
limit a person's ability to volunteer. Volunteers working with individual families
are entitled to activity/refreshment monies of $25 per month per child which will
help offset costs. We also encourage you to do free or low cost activities.
Volunteers may claim mileage @ $0.41/km and parking, or bus fare.
Occasionally, babysitting expenses and long-distance phone calls are also
permitted if pre-approved.
If you would like Direct Deposit for expense reimbursement, please ask your
Coordinator for instructions.
Please complete expense forms monthly.
Accounting will not pay
activity/refreshment monies without attached receipts. Accounting also requires
all expense claims to be submitted prior to March 31st (fiscal year-end).
First Aid/CPR Training
Nothing is more important to WCFS than ensuring the health and safety of our
volunteers and client families. First Aid/CPR (Level 1) is required for all
volunteers connecting with client families. This is offered free of charge by
WCFS through the First Aid Training Centre (please see your Coordinator of
Volunteer Connections for more information). We require a copy of your current
valid First Aid/CPR certificate for our records.
Gift Giving/Receiving
Any gift or benefit given or accepted must be of nominal value and must not
create an obligation or perceived obligation.
Grievance
If you have a grievance with any Branch policy, procedure, or staff, promptly
inform your Coordinator of Volunteer Connections to address the issue. If the
problem is with a Coordinator of Volunteer Connections, please contact the
Volunteer Connections Supervisor.
All grievances are to be dealt with in a fair, equitable and confidential manner,
and will be documented by staff.
Inclement Weather
Please plan accordingly in the event of inclement weather. Check websites,
radio or television for updates and use your best judgement. If you should feel
that it is unsafe/unwise to venture out, please inform your Coordinator of
Volunteer Connections/client as soon as possible to cancel or amend the outing.

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 Infectious Disease Control
You will be informed of the health risks involved in being in contact with a client
who has an infectious disease i.e. HIV, head lice, measles, hepatitis C and have
every right to refuse continuing involvement.
Please also see Safe Work Procedure 005: Dealing with Bed Bugs”
Insurance
The Province provides comprehensive general liability and accident insurance
for volunteers in the course of their volunteer duties with Winnipeg Child and
Family Services. This coverage specifically insures volunteers while volunteering
on behalf of and under the direction of Winnipeg Child and Family Services.
Coverage may include: dental expenses, ambulance, medical needs etc. The
Province covers volunteers injured while working in their capacity as volunteers
but excludes travel to and from such activities. Personal property (i.e. watches,
glasses, purses, clothing, etc.) is not covered for damage, theft or loss. Please
leave valuables at home or lock them up.
Lockdown
Please see Safe Work Procedure 004; “What to Do if a Facility is in Lockdown”
Medication
Unless it is prearranged between the Branch, client family and volunteer,
volunteers are not to administer, handle or store client medication. Please
discuss requests with the Coordinator of Volunteer Connections before you
agree to them.
Money
Do not lend, store, carry or keep money for a client under any circumstances.
Help your client by sharing the experience of your time and not depending on
you for money or material items.
Overnight Visits
Overnight visits are not permitted.
Religion
We respect client families' cultural backgrounds and religious/spiritual
preferences. Volunteers will not attempt to convert clients to their religion
through conversation or activity. A parent or guardian's permission must be
obtained in order for a minor to participate in an event at a place of worship.
Please discuss with your Coordinator of Volunteer Connections if clarification is
necessary.
Safety
Please see Safe Work Procedure 002; “Personal and Community Safety”

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 Sex Education/Explicitness
Answer a child's questions about sexuality simply, and without explicit detail. If
in doubt, involve the guardian or consult your Coordinator of Volunteer
Connections.
Sexually explicit conversations are not appropriate. Sexually explicit materials,
written or pornographic, are also prohibited. Entertainment with sexual or unduly
violent content is inappropriate, whether seen at the theatre or on video.
Occasionally, you may make a mistake regarding the choice of entertainment.
In the event of a poor choice, alert the client’s guardian as to what was seen and
discuss it.
Never involve the client in any setting, activity, behavior or conversation that
could be interpreted by a child or the guardian as being inappropriate or
suggestive of sexual abuse.
Nudity is only acceptable in a public locker room setting i.e. swimming. If the
client is uncomfortable changing clothes in that setting, it is your responsibility to
provide for privacy
Sexual Harassment
Any volunteer experiencing sexual harassment should immediately report this to
his or her Coordinator of Volunteer Connections, or Supervisor.
Social Media
To help protect you, as well as our clients, we ask that you respect the
confidentiality and privileged role you have as a volunteer.
The relationship between you as a volunteer and WCFS client families requires
you to understand your unique position of authority and perceived power.
Volunteers have a duty of care to clients and responsibility to ensure that they
are treated with dignity and respect.
When communicating with children/youth using social media or electronic
communication, always remember the following rules:
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


All communication with children/youth should be in a manner that is open
and transparent.
The primary purpose of communication MUST be for providing information
related to WCFS activities, not for socializing or other personal interaction.
Volunteers are asked not to correspond with the client via common social
media platforms, such as: Facebook, Snapchat, Twitter, LinkedIn, Blogs or
Online Gaming, etc.
When emailing the client directly, please ‘cc’ your Volunteer Coordinator.
Texting is permitted following this rule of thumb: Do not text anything that
you would have difficulty explaining to the child’s/youth’s care providers or
your Coordinator of Volunteer Connections.
Please ask the child’s/youth’s permission when taking photos or videos.
Volunteer Connections enjoys receiving photos as part of your weekly
reports, and encourages you to share these keepsakes with your client,
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 however please note that sharing photos on social media is strictly
prohibited.
Suicide Intervention
In the event that the client discloses suicidal thoughts, plans, or exhibits any
extreme changes in behaviour, contact the social worker, guardian and/or the
Coordinator of Volunteer Connections. If the client is in immediate distress,
contact 911, or the After-Hours line at 944-4050. If you are in doubt, always
consult!
Suspension and Dismissal
Any volunteer who is under investigation for unethical behaviour will be
suspended until the investigation is complete. Volunteers will be given a verbal
or written request for improvement if the following situations occur:
 not fulfilling your responsibilities, or
 unwilling or unable to support and further the mission of the Branch, or
 failing to abide by Branch policies and procedures
If the situation does not improve, the Coordinator of Volunteer Connections will
terminate your involvement following a consultation of all concerned parties.
You will receive written notification of the termination.
Volunteers may be discharged without warning for just cause. The Branch has
the right to request a volunteer to leave immediately. Grounds for immediate
dismissal may include, but are not limited to:
 Gross misconduct or insubordination
 Being under the influence of alcohol or drugs while performing volunteer
assignment
 Theft of property or misuse of Branch funds, equipment or materials
 Falsification of records
 Illegal, violent or unsafe acts
 Abuse or mistreatment of clients or co-workers
 Breach of confidentiality
Transportation
Please see Safe Work Procedure 001; “Transportation Safety”
Vehicle Insurance
"Pleasure insurance" will cover your volunteer driving up to 300 km per month.
Volunteers driving over this amount in their volunteer roles will need to purchase
"all purpose insurance."
Volunteer/Client Relationships
You are expected to act in a responsible manner and maintain respectful
boundaries in your relationship with clients. Client relationships are not to lead
to intimate behaviour i.e. romantic involvement, sexual activity, inviting a client to
move in with you. As a volunteer, you are privileged to personal information
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 about the client, while your privacy is protected. The client is in a vulnerable role,
with you in a position of power. Please contact us if you have any questions
about the nature of your relationship with the client.
Weapons
It is unacceptable to expose the client to weapons of any sort. Recreational
activities which involve weapons such as, knives, swords, arrows, or guns are
not allowed. This includes BB guns or pellet guns.
Please feel free to contact your Coordinator of Volunteer Connections at
any time if you have questions or comments about Policies and
Procedures.

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