VOLUNTEER RISK AND

PROGRAM MANAGEMENT

POLICIES

RELEASED

SEPTEMBER 2016
TABLE OF CONTENTS

(If viewing this document electronically, you can advance to selected 

topics by clicking on the desired term or page number.)

Introduction............................................................................................. 2

Section 1.0: Introductory Policies ............................................................. 4

Section 2.0: Risk Management and Health and Safety............................... 7

Section 3.0: Volunteer Program Management .........................................13

Infrastructure.....................................................................................14

Role Design.........................................................................................19

Recruitment .......................................................................................23

Screening............................................................................................25

Placement ..........................................................................................33

Orientation and Training....................................................................35

Performance Management................................................................38

Volunteer Behavior, Performance and Roles ....................................50

Retention and Recognition ................................................................59

Volunteer/Paid Staff Relationships....................................................61

Section 4.0: Information Technology .......................................................63

Definitions of Terms................................................................................66

Harassment........................................................................................66

Human rights......................................................................................67

In-kind staff........................................................................................67

Positions of trust................................................................................67

Social media .......................................................................................68

Volunteer ...........................................................................................68

Volunteer host organization (VHO) ..................................................68
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SMP AND SHIP VOLUNTEER RISK AND PROGRAM MANAGEMENT 

INTRODUCTION

 The Senior Medicare Patrol (SMP) program and State Health Insurance Assistance 

Program (SHIP) rely on volunteers to serve the Medicare beneficiaries within their states 

and territories. Without sound volunteer policies, there are inherent risks to the SMPs and 

SHIPs in recruiting and using these volunteers. With that in mind, the Administration for 

Community Living (ACL) has developed a set of volunteer policies which are described in this 

document. These volunteer policies are designed to establish and organize the structure

and operation of volunteer programs within the SMP/SHIP. They describe the governing 

principles and values that shape and guide volunteer involvement, set expectations 

regarding the management of volunteer programs, delineate core expectations of 

SMP/SHIP volunteers, and broadly describe what volunteers may expect from the 

SMP/SHIP.

The purpose of these volunteer policies is to enhance the quality, effectiveness, and 

safety of SMP/SHIP services through the provision of guidance and direction to SMP/SHIP 

staff and volunteers. The volunteer policies are intended to support internal program 

management. They do not constitute, either implicitly or explicitly, a binding contractual or 

personnel agreement.

The volunteer policies are consistent with, and support the missions of, the SMP and SHIP

programs, fostering the ethical, productive, and rewarding engagement of volunteers in 

SMP/SHIP services. 

ACL reserves the exclusive right to change any aspect of these volunteer policies at any 

time and to expect adherence to the changed policy by SMP/SHIP programs, SMP/SHIP 

volunteers, and partners who serve as SMP/SHIP volunteer host organizations (VHOs). 

How to use this policy document

The policies are organized into four topic areas: 1) Introductory Policies; 2) Risk 

Management and Health Safety; 3) Volunteer Program Management; and 4) Information 

Technology. Each policy is numbered and may include supporting information, such as the 

rationale for that policy, suggested procedures for implementing the policy at the local and/or 

state level, and definitions of terms that pertain specifically to that policy. Definitions of 

overarching terms that pertain to the policies as a whole (such as “Volunteer”) begin on page 66.

The policy text is written in such a way that much of it can be excerpted verbatim and 

pasted into local, regional, or state documents that guide the activities of your volunteers, staff,
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and/or partners. The rationale, suggested procedures, and definitions are intended to educate 

SMP/SHIP program administrators and provide context for the policies.

The policies, as written, also allow a great deal of flexibility for the individual SMP and 

SHIP programs. This was done to allow SMP/SHIP programs to create policies and procedures 

that will work the best for them, while remaining within the national policy framework that is 

presented in this document. 

Careful thought should be done before any policies are universally applied within the 

SMP/SHIP program. For example, programs should check state and local laws on things such as 

criminal background checks before implementation begins. Existing policies and procedures 

should be compared to the policies contained here for areas of duplication, overlap, and 

contradiction. SMPs/SHIPs should also discuss the policies and implementation plans with 

partners to ensure the policies and procedures can be implemented consistently statewide. 

Use of policies with paid partners or in-kind staff

These policies were created with true volunteers in mind, meaning those volunteers that 

do not receive regular compensation for their time and effort. Some of the items within this 

document are not appropriate for use with paid or in-kind staff and should not be applied to 

these team members. Many policies, however, such as those related to screening and training, 

are simply good practice and should be considered for implementation for all SMP/SHIP team 

members. 

ACL expects that SMPs and SHIPs will ensure proper training, screening, and supervision 

is provided to all team members. This includes holding all team members accountable for the 

work that they do. SMPs and SHIPs should use the policies and procedures presented here 

(along with the accompanying support materials provided by the SMP National Resource Center 

and the SHIP National Technical Assistance Center) to help frame the management of the overall 

SMP/SHIP program and its team members. 

Policy implementation resources are available from the SMP and SHIP Centers, including 

webinars, checklists, sample procedures, sample forms, manuals, and more. 

 SMP National Resource Center contact information: www.smpresource.org, 

info@smpresource.org, 877-808-2468. 

 SHIP National Technical Assistance Center contact information: 

www.shiptacenter.org, info@shiptacenter.org, 877-839-2675.
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SMP AND SHIP VOLUNTEER RISK AND PROGRAM MANAGEMENT 

Section 1.0: Introductory Volunteer Engagement Policies 

These five policies set the stage for volunteer engagement within the SMP/SHIP 

program and provide context for the policies that follow in subsequent sections.

1.1 Overall policy on engagement of volunteers [Required]

Policy: The SMP/SHIP accepts and encourages the involvement of volunteers at a 

range of levels and within all appropriate projects and activities. Involvement of 

volunteers is a key component of the SMP/SHIP.

Rationale: The achievement of the goals of the SMP/SHIP is best served by the 

active participation of citizens of the community. Volunteers are an integral part 

of the SMP/SHIP team and are essential to effective delivery of SMP/SHIP 

services to beneficiaries. Volunteers contribute unique talents, time and 

knowledge, complementing the skills and dedication of SMP/SHIP paid staff.

1.2 Scope of the volunteer policies [Required]

Policy: Unless specifically stated, these volunteer policies apply to all volunteers in 

all programs and projects undertaken by or on behalf of the SMP/SHIP, including 

volunteer involvement that is organized and managed in SMP/SHIP volunteer host 

organizations (VHOs). The pivotal variable in the application of these volunteer 

policies is volunteers’ performance of SMP/SHIP work. Where volunteers are clearly 

performing what could reasonably be called “SMP/SHIP work” under the direction 

and control of the SMP/SHIP, those volunteers and their coordination are subject to 

the provisions of these volunteer policies.

Rationale: The policies apply throughout the SMP/SHIP system to all entities that 

control or manage volunteers performing SMP/SHIP work. These volunteers who are 

also agents of the SMP/SHIP while working day-to-day with other partners (volunteer 

host organizations – VHOs), are still the responsibility of the SMP/SHIP. 

Noncompliance creates potential risk to volunteers themselves and/or beneficiaries 

and potential liability for the SMP and/or the VHO.

Definitions: See the Definitions of Terms section that follows these policies for further 

clarification about the terms volunteer and volunteer host organization.

1.3 Compliance [Required]

Policy: Volunteers are made aware of all volunteer policies. Not knowing a policy is 

not acceptable if the policy has been communicated and the volunteer ought to 

have known. SMP/SHIP volunteers are expected to conduct their work with a view 

to the larger picture of what is in the best interests of the majority of SMP/SHIP 
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beneficiaries, the integrity of SMP/SHIP programming, and the long-term reputation 

and sustainability of the SMP/SHIP itself. Compliance with all SMP/SHIP volunteer 

policies is a minimal expectation of SMP/SHIP volunteers. 

Failure to comply meets with a graduated response designed wherever possible to 

assist the volunteer to return to functioning inside the rules. Should reasonable 

efforts on the part of SMP/SHIP prove unsuccessful, further disciplinary action is 

taken, up to and including dismissal.

Rationale: Any responsible employer and/or service provider must strike a 

balance between respecting the dignity, rights, and comfort of its personnel and 

client population and its legal and ethical obligations to deliver safe, efficient 

services to fulfill its mission. Sometimes satisfying both sets of obligations 

equally is very difficult, and tough decisions need to be taken. This is the case, 

when, for example, volunteers’ interests, motivation, and goodwill exceed the 

boundaries of their defined volunteer role or when beneficiaries have legitimate 

needs that fall outside the mandate of the SMP/SHIP program. These needs may 

include areas such as assistance with health or mobility issues that are valid but 

which do not lie within the services provided by the SMP/SHIP program.

Policies and procedures, workplace rules, and prohibitions do not exist for their 

own sake. They have been developed to facilitate achievement of this fine 

balance among the SMP/SHIP’s obligations to its various constituents. The intent 

is to bring about the best outcome for all. Organizations and their volunteers 

exist as a team in which each of the partners brings resources to their mutual 

effort and each of whom possesses rights and interests that deserve protection. 

Volunteers have an obligation to know and understand volunteer policies and to 

stay current with their provisions. The policy also gives fair warning to volunteers 

that failure to comply with SMP/SHIP policies is subject to discipline, up to and 

including dismissal.

Suggested procedures: Mechanisms for informing volunteers include but are not 

necessarily limited to: various parts of the volunteer screening process; 

volunteer orientation; volunteer training; the volunteer handbook; volunteer inservice sessions; notices, memos, and bulletins about existing policies; and 

supervisory and performance evaluation sessions. 

1.4 Volunteer Role Classifications [Required]

Policy: These policies apply to all roles undertaken by SMP/SHIP volunteers, whether 

through direct service with a SMP/SHIP or involvement in SMP/SHIP activities via a 

host organization. 

Titles for volunteer positions in the SMP/SHIP program are not nationally 

standardized and the exact number and kind of volunteer roles will be determined 
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by each SMP/SHIP program. Volunteers may be qualified to serve in one or more 

role(s). 

Rationale: The intent is to reduce the burden of imposing in-depth training, 

screening, and supervision on all volunteers and particularly on those who 

perform relatively simple and safe work for the SMP/SHIP. This allows the 

SMP/SHIP to focus more attention and energy on working with volunteers who 

perform more complex tasks.

Suggested procedures: Examples of SMP/SHIP volunteer roles include, but are 

not be limited to, the following: 

1. Administrative support aide

2. Call center operator

3. Complex interactions specialist

4. Coordinator

5. Counselor

6. Exhibitor

7. Information distributor

8. Marketer

9. Presenter

10. Team lead

11. Trainer

SMP/SHIPs may create volunteer positions and related position descriptions that 

incorporate more than one role. When new roles are created, care is taken to 

determine the risks connected to the new role and to design appropriate role 

descriptions, screening, training, and supervisory procedures.

1.5 Policy revision [Required]

Policy: Alterations to or exceptions from the national SMP/SHIP volunteer policies 

may only be granted by ACL and must be requested in advance and in writing. 

Matters not specifically covered in these national policies are determined at the 

state level by the SMP/SHIP director, the designated coordinator of volunteers, 

and/or other authorized SMP/SHIP staff. 

Rationale: Changes in policies are a natural occurrence over time, but it is 

essential to control how and by whom policies may be changed.

Suggested Procedures: Questions from volunteers, staff, or affected partners

regarding interpretation of these policies should be addressed to the coordinator 

of volunteers for clarification and ultimately determined by the SMP/SHIP 

director.
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Section 2.0: Risk Management and Health and Safety

The safety of SMP/SHIP personnel is paramount. The SMP/SHIP is responsible for the 

safety and well-being of volunteers just as they are for the safety and well-being of their paid 

personnel. The overarching rationale for this section of policies is that SMP/SHIP strives to 

operate a health-and-safety-conscious work environment and deliver safe and reliable services 

to its beneficiaries.

Risk management is oriented to the SMP/SHIP volunteer program as a whole. It is, for 

example, a dimension of effective and safe role development, appropriate volunteer screening 

and placement, comprehensive volunteer orientation, training, certification, and ongoing 

volunteer supervision and support. The consideration of risks and their control underlies the 

development of all the volunteer policies, which govern both the management of the volunteer 

program and the performance of volunteers.

2.1 Risk assessment [Required]

Policy: Every three years the coordinator of volunteers, along with other SMP/SHIP 

personnel, conducts a risk assessment on the roles, work, and activities of SMP/SHIP 

volunteers. 

Also assessed regularly in connection with risk are training and qualification 

procedures, volunteer performance management, volunteer program management 

processes and activities, and volunteer worksite(s). 

Risk management strategies are implemented as needed, including, in particular, 

local-level procedures that identify, prevent, and reduce the incidence and impact of 

risk.

Rationale: ACL conducted a national risk assessment for SMP/SHIP that 

generated the national SMP/SHIP VRPM policies. As a national-level process, it 

was, of necessity, general and high-level in nature. Each individual SMP/SHIP 

program has unique risks and exposures, arising, for example, from: the kind of 

volunteer host organization (VHO) partnerships it has; its unique geographic 

features such as extreme weather or long, isolated distances; special services 

being provided to diverse target populations; the staffing complement in the 

volunteer program; the degree of oversight undertaken around volunteer 

performance; and local and state laws and regulations that bear on the 

involvement of volunteers. 

For these reasons it is critical that SMPs/SHIPs implement their own risk 

assessment process – a local-level undertaking that will almost certainly identify 

unique and specialized risks in volunteering organized either directly by the 

SMP/SHIP and/or through its VHOs. Those unique risks may require additional 
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local level policies and procedures to bring the risks under control. It is the 

responsibility of each SMP/SHIP to ensure that its unique risks, exposures, and 

risky conditions are adequately and appropriately managed. 

In addition, conducting an annual risk assessment is a precursor to designing a 

volunteer management system that is tailored to current conditions and that 

enables the SMP/SHP to engage volunteers as effectively and productively as 

possible.

Suggested Procedure: Volunteers and paid staff are both invited to participate in 

this process. 

Definition: Risk assessment identifies risks, assesses their magnitude, and reexamines the measures the SMP/SHIP already has in place to control and 

mitigate risks.

2.2 Insurance [Recommended]

Policy: Liability and accident insurance or other comparable forms of indemnification 

and protection may be provided for all volunteers engaged in the SMP/SHIP’s 

business. Insurance may also be provided through sub-contractors such as RSVP or 

other entities.

The SMP/SHIP evaluates its insurance needs annually and ensures that its insurance 

providers are well aware and up to date on the work done by volunteers at the 

SMP/SHIP. 

Where insurance coverage is extended to volunteers, SMP/SHIPs ensure that 

volunteers are explicitly identified in the relevant policies as “named insureds.”

SMP/SHIPs should determine the extent of coverage within their state’s volunteer 

protection laws and within their state’s liability coverage for state workers. 

Rationale: The health and well-being of persons in ensuring safe and effective 

services to beneficiaries of which are both ethical and legal obligations of service 

providers.

Suggested Procedures: Volunteers are encouraged to consult with their own 

insurance agents regarding the extension of their personal insurance to include 

community volunteer work. Specific information regarding such protection is 

available from the coordinator of volunteers.

2.3 Automobile insurance coverage [Required]

Policy: Volunteers are advised to notify their own automobile insurance provider 

about their SMP/SHIP driving activities and ensure coverage is in place and provides 

adequate protection. 
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SMP/SHIP volunteers who drive their own vehicle for SMP/SHIP work purposes are 

required to carry liability coverage on any vehicle so used. The cost of this insurance 

is borne by the volunteer.

Automobile insurance coverage is verified at least annually by the volunteer’s 

supervisor, signed off by the volunteer, and the signed certification is retained in the 

volunteer’s personnel file. 

Volunteers immediately notify their supervisor if their automobile insurance 

coverage lapses. 

Rationale: It is the volunteer’s own automobile insurance coverage that comes 

into play in the event of an accident or damage while a volunteer is driving their 

own car for SMP/SHIP work. Because volunteer driving activities might affect a 

volunteer’s coverage or premium, volunteers must be advised to let their insurer 

know about their volunteer driving activities.

Despite best efforts at prevention, things can, and do, go wrong. Humans make 

errors. Accidents happen. Equipment fails. Weather intervenes. As a 

consequence, people can be harmed and people and organizations can suffer 

losses. While insurance is not an organization’s first defense in risk management 

(prevention is), it is an important backup in the event that prevention measures 

fail. 

Suggested Procedures: On acceptance of a volunteer role with the SMP/SHIP that 

may require driving their own vehicle, volunteers sign a certification of 

automobile insurance coverage. The signed certification is retained in the 

volunteer’s personnel file. If coverage lapses, the supervisor attempts to adapt 

work assignments to exclude driving. If driving is essential to the role and 

automobile insurance coverage is not obtainable, an alternate assignment is 

offered to the volunteer where appropriate. 

SMP/SHIPs may consult with an insurance advisor in their jurisdiction and 

establish a minimal level of automobile insurance coverage that volunteers must 

carry to undertake driving as part of their SMP/SHIP role. If a minimal level of 

automobile insurance coverage is required of volunteers who drive while on 

SMP/SHIP duty, consultation with an insurance provider takes place annually to 

review the ongoing appropriateness of the required minimal level of coverage, 

and adjustments are made as necessary.

2.4 Safety training [Required]

Policy: Volunteers are informed of foreseeable hazardous aspects, materials, 

equipment, or processes they may encounter while performing volunteer work and 
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are trained and equipped in methods to deal with all identified risks. Training for 

volunteers includes discussion of safe work practices and methods for responding to 

potentially hazardous situations. Volunteers exercise caution in all work activities.

Volunteers who violate safety standards, who cause hazardous or dangerous 

situations, or who fail to report such situations are subject to disciplinary action, up 

to and including dismissal.

Rationale: Volunteers have a responsibility to maintain safety in their own work 

environments, including obeying all laws and other health and safety regulations that 

might pertain to their work for SMP/SHIP.

Suggested Procedures: SMP/SHIP and VHOs communicate to volunteers the unique,

position- or location-specific, and/or local hazards and provide whatever training is 

necessary to ensure volunteers have the knowledge and capacity to comply with 

safety standards. The SMP/SHIP should reinforce this with further discussion of safe 

work practices.

2.5 Reporting of abuse [Required]

Policy: SMP/SHIP volunteers who witness instances of physical, psychological, 

financial or verbal abuse of consumers while performing their assigned duties report 

this to their SMP/SHIP supervisor so that appropriate follow-up action may occur. 

Rationale: Volunteers may be in a position to witness or discover instances of 

abuse of persons they work with while on SMP/SHIP duty. In many jurisdictions, 

reporting of abuse of vulnerable persons (older persons, children, etc.) is 

mandatory by law for people in certain professions or positions. This may or may 

not include certain volunteers. Even where reporting is not mandatory, reporting 

abuse is the right thing to do.

2.6 Privacy and location of counseling [Required]

Policy: Face-to-face work with individual beneficiaries primarily takes place at 

SMP/SHIP offices (or those of partner agencies). Where beneficiaries are unable to 

travel to the SMP/SHIP (or partner’s) office, volunteers discuss with their supervisor 

alternate meeting arrangements that will maintain beneficiary privacy. Off-site 

counseling work is not undertaken by volunteers without prior approval.

Where one-to-one information is requested by an audience member at a public 

presentation, SMP/SHIP volunteers provide only general information and do not 

gather personal, financial, or other confidential information from the beneficiary. 

Inquiries that involve the collection of such personal, financial or other confidential 
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information are referred for a more formal counseling session in an appropriately 

private location.

Rationale: Counseling SMP/SHIP clients can involve sharing of, and access to, 

private and confidential information and because beneficiaries may divulge such 

information even without being asked, the setting within which such exchanges 

take place must be controlled to prevent unauthorized people from overhearing.

2.7 Home visits [Required]

Policy: When home visits by SMP/SHIP volunteers to a beneficiary's residence are 

determined to be necessary, the grantee is required to have protocols in place to 

ensure the safety of the volunteers and the beneficiaries involved.

Rationale: Any volunteer work that takes place in a potentially isolated, 

unregulated, or unsupervised environment, out of range of other SMP/SHIP 

personnel and/or supervisory staff, represents increased risk to the SMP/SHIP 

volunteer. At the same time, beneficiaries may encounter legitimate obstacles or 

hardships if required to travel to receive face-to-face services. This policy 

attempts to balance due regard for the safety and well-being of SMP/SHIP 

volunteers with delivery of accessible services to beneficiaries.

Suggested Procedures: It is appreciated that travel to SMP/SHIP premises may be 

difficult for some beneficiaries and/or their families. Where cost or travel 

logistics are a legitimate hardship, the SMP/SHIP will attempt to locate a 

community transportation service for the beneficiary or, where necessary, make 

arrangements for the SMP/SHIP volunteer to meet the beneficiary in a safe and 

secure public place that also provides an environment suitable for the exchange 

of confidential information, such as a neighborhood library, or by arrangement 

with a partner agency located more conveniently for the beneficiary.

When home visits by SMP/SHIP volunteers to a beneficiary's residence are 

determined to be necessary, the grantee is required to have protocols in place to 

ensure the safety of the volunteers and the beneficiaries involved. The following 

are examples of protocols that could be used:

 Visits are made in pairs (two volunteers or a volunteer and a staff 

member).

 Notice of the visit is provided to at least one other "on-alert" SMP/SHIP 

staff along with travel start and projected return times, beneficiary name, 

address, and phone number.

 At least one of the two visitors has a charged and working cell phone.
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 The availability of cell phone or land line coverage is checked before 

entering the home; where phone coverage does not exist, the visit is 

cancelled.

 Volunteers who do not feel comfortable as they approach the home, or 

who become uncomfortable or threatened during a visit, terminate the 

visit in a non-confrontational manner and report the event to their 

supervisors as soon as possible.

 Visiting volunteers notify the on-alert staff immediately upon their return 

from the visit.

 If return of the volunteers is overdue by more 15 minutes, the on-alert 

staff attempts to contact the visiting staff by cell phone as pre-arranged; 

two attempts to reach the visiting staff are made at five-minute intervals. 

 Failure to reach the visiting volunteers after two attempts triggers an 

immediate notification to the coordinator of volunteers or other 

SMP/SHIP manager who implements further action as required, 

including, for example, calling the beneficiary's home, notification of 

authorities, and 911 contact.

Definition: Information sessions delivered in public settings in senior housing 

complexes, nursing homes, etc. do not constitute a "home visit" for the purposes 

of this policy. In these kinds of apartment or congregate housing settings, 

"home visit" refers to contact inside a person's private apartment, residence, or 

room.

2.8 Incident reporting [Required]

Policy: Any accident or injury to or by a volunteer is reported immediately to the 

supervisor or other SMP/SHIP authority. 

An incident reporting form and protocol exists. Volunteers complete required 

accident and injury reports promptly following any incident.

Rationale: The SMP/SHIP is responsible for the safety and well-being of 

volunteers just as it is for the safety and well-being of paid personnel. As with 

paid personnel where occupational health and safety and labor laws generally 

make reporting mandatory, volunteers’ workplace injuries and accidents need to 

be reported.

Definition: An “incident” may include, but is not limited to, an error in judgment, 

other misstep, or substandard performance (particularly in relation to provision 

of services to beneficiaries), lost possession, boundary breach, offensive remark, 

or sense of risk or peril while on duty.
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2.9 Incident response [Required]

Policy: In response to a reported incident involving SMP/SHIP volunteers, the 

coordinator of volunteers ensures/oversees the notification of relevant authorities 

(e.g., SMP/SHIP management, police, public health, insurance, ACL, etc.) as 

appropriate and undertakes subsequent steps necessary to respond to and resolve 

the incident.

2.10 Emergency contact procedures [Required]

Policy: The SMP/SHIP has emergency contact information on all of its volunteers –

even short-term volunteers – and a procedure that enables volunteers to 

communicate with SMP/SHIP supervisory personnel at any time volunteers are on 

duty. Response to emergency communications takes place without delay.

Rationale: Volunteers work as agents for the SMP/SHIP and volunteer host 

organizations (VHOs), who are therefore responsible for those volunteers when 

they are volunteering. Volunteers should be able to reach their supervisor or 

another SMP/SHIP/VHO authority in the event of an incident, danger, or 

substantive programming question while on duty. It is equally critical that the 

organization is able to reach the volunteer in the event of a change of schedule 

or other event that requires off-hours contact.

2.11 Disaster plan [Recommended]

Policy: The SMP/SHIP has a plan for dealing with natural disasters, including flood, 

tornado, earthquake, and pandemic. This plan includes a communication plan for 

alerting volunteers who might be engaged in performing SMP/SHIP work in affected 

communities.

Rationale: The SMP/SHIP is responsible for the safety and well-being of 

volunteers just as they are for the safety and well-being of their paid personnel.

Section 3.0: Volunteer Program Management

The 122 policies in this section pertain to volunteer program management. They are

divided into the following subcategories. (If viewing electronically, clicking the hyperlinks 

will advance you to selected categories.)

 Infrastructure

 Role design

 Recruitment

 Screening
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 Placement

 Orientation and training

 Performance management

 Volunteer behavior, performance, and roles

 Retention and recognition

 Volunteer/paid staff relationships

Infrastructure

3.1 Fair and equitable application [Required]

Policy: SMP/SHIP policies guiding volunteer program management apply equally to all 

SMP/SHIP volunteers, and compliance with these policies is a condition of continued 

volunteer involvement in the SMP/SHIP.

Rationale: It is critical that such policies be applied fairly and equitably with all 

volunteers.

3.2 Community representativeness [Required]

Policy: The SMP/SHIP strives to develop a volunteer population that mirrors the 

diversity of the community in which it operates. 

Rationale: This diversity allows the SMP/SHIP to better understand and serve its 

community and concerted efforts are made to achieve community 

representativeness. The more representative a volunteer population is of the 

population within the area that it serves, the easier it is to reach out to new 

volunteers and be effective in serving all constituencies.

3.3 Beneficiaries and relatives as volunteers [Recommended]

Policy: Relatives of beneficiaries may serve as SMP/SHIP volunteers, but are not 

placed in a position of direct service or relationship to members of their family who 

are receiving services. 

Rationale: Many volunteers come to volunteer for an organization because a 

relative or friend is receiving service there. This is a worthy motivation; however, 

there is the risk of putting a volunteer into a potential conflict situation if he or 

she is directly working with a relative or friend.
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3.4 Service at the discretion of the SMP/SHIP [Required]

Policy: The SMP/SHIP accepts the service of volunteers with the understanding that 

such service is at the sole discretion of the SMP/SHIP. 

Volunteers agree that the SMP/SHIP may at any time decide to terminate the 

volunteer’s relationship with the SMP/SHIP or to make changes in the nature of their 

volunteer assignment.

A volunteer may at any time, for any reason, decide to sever her or his volunteer 

tenure with the SMP/SHIP. 

Rationale: The SMP/SHIP has both the right and the obligation to ensure that its 

volunteers are capable of effectively providing service. This means that the 

SMP/SHIP must retain the right to determine when a volunteer is not suitable for 

continued service and to end the service of a volunteer who is deemed not 

suitable. At the same time, volunteers reserve their own right to, at any time and 

for any reason, resign from the SMP/SHIP.

Suggested Procedure: Notice of such a decision should be communicated at least 

two weeks in advance, or as soon as possible to the volunteer’s supervisor.

3.5 Volunteer rights and responsibilities [Required]

Policy: Volunteers are viewed as a valuable resource to the SMP/SHIP, its staff, and 

its beneficiaries. 

Volunteers have the right to be given meaningful assignments, the right to be 

treated as equal co-workers, the right to effective supervision, the right to be 

informed about significant matters affecting their roles and the right to recognition 

for work done. 

In return, volunteers agree to actively perform their duties to the best of their 

abilities, comply with these Volunteer Polices and other work-related direction and 

provisions, and remain loyal to the values, goals and procedures of the SMP/SHIP.

3.6 Volunteer program management system [Required]

Policy: The SMP/SHIP ensures that an infrastructure is in place to support volunteer 

involvement and volunteer program management that, together, create effective, 

productive, safe, and rewarding volunteer involvement.

Rationale: Management of volunteers is in many ways no different from 

management of any other organizational resource; it requires planning, support, 

and a systematic approach. Volunteers are such a valuable resource that they 
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both deserve and require a management structure that enables and assists them 

to make a contribution to the organization and to the community.

Definition: The volunteer program management system may include, but is not 

limited to:

 communication system

 reporting and accountability system

 program evaluation system

 performance management system

 risk management system

 operating budget

 staff resources

 accessible, appropriate physical space and necessary equipment

Many specific parts of the volunteer program management infrastructure are 

further identified and described in these volunteer policies.

3.7 Coordinator of volunteers [Required]

Policy: The SMP/SHIP has at least one staff person with designated responsibility for 

coordinating and managing the involvement of volunteers. As required by program 

or budgetary limitations, this role may be shared among staff.

Rationale: Operation of the volunteer program management system in the 

SMP/SHIP requires professional skills, time and attention. The productive 

engagement of volunteers requires a planned and organized effort. This 

individual (referred to in these policies as the coordinator of volunteers) 

provides a central coordinating point for effective volunteer involvement within 

the SMP/SHIP, and directs and assists staff and volunteer efforts jointly to 

provide more productive services.

Suggested Procedures: The coordinator of volunteers bears primary 

responsibility for planning for effective volunteer deployment, for assisting staff 

and host organizations in identifying productive and creative volunteer roles, for 

recruiting suitable volunteers, and for tracking and evaluating the contribution of 

volunteers to the SMP/SHIP.

The coordinator of volunteers works with all levels, units and host organizations 

of the SMP/SHIP to plan, develop and manage a unified and consistent process 

for the involvement of volunteers. The coordinator of volunteers takes the lead 

in assisting all units of the SMP/SHIP in creating and implementing productive 

and effective volunteer involvement, ensuring a quality volunteering experience. 
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The coordinator of volunteers is involved in all significant SMP/SHIP decisions 

likely to affect volunteers and the volunteer program management system. 

Coordinators of Volunteers are selected for their professional skills and 

experience in working with volunteers and receive additional training in 

volunteer program management as necessary. Staff and budgetary allocations 

are made to ensure that the coordinator of volunteers position is appropriately 

remunerated and staffed to a level sufficient to ensure effective management of 

the program. If such responsibility is designated as a part-time responsibility, 

then other duties are reduced to allow sufficient time and focus to ensure 

attainment of high standards of volunteer program management, including 

compliance with all pertinent portions of these volunteer policies.

 3.8 Resources for volunteer support and involvement [Required]

Policy: An annual budget for the volunteer management unit is formulated with 

input from the coordinator of volunteers. 

Rationale: While time contributed by volunteers is “free,” management of that 

time is not. Volunteer programs require all the resources common to any 

effective program, including adequate budget, space, and staffing.

Suggested Procedures: This project budget covers costs related to staffing of the 

volunteer program management unit, volunteer recruitment and screening, staff 

and volunteer training, volunteer supervision and recognition, and all other 

appropriate areas of volunteer program operation.

The volunteer program management budget provides for space, financial 

resources and support staff to operate the volunteer program in an effective 

manner.

3.9 Maintenance of records [Required]

Policy: A system of records is maintained on each volunteer, including, but not 

necessarily limited to:

 application and related information gathered in the screening process

 dates of service

 positions held

 training and orientation received

 duties performed and achievements attained

 performance records including appropriate documentation of any 

performance issues
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 awards received

 record of exit

 current contact information

Rationale: Accurate and current records regarding volunteers are essential to a 

volunteer program because they provide the data that allows for continuous and 

consistent supervision, even if there is staff turnover. These records provide a 

history of the volunteers’ involvement and are essential in protecting the 

SMP/SHIP in the event of a lawsuit because they will outline the care that the 

SMP/SHIP has taken in screening, training, and supervising its volunteers. 

Inadequate records may themselves be viewed as evidence of insufficient 

management.

Suggested Procedure: Volunteers and relevant staff submit all appropriate 

records and information to the coordinator of volunteers in a timely and 

accurate fashion.

Volunteer personnel records are accorded the same confidentiality as staff 

personnel records. Volunteer records are kept in a secure location and requests 

for information contained in the records are approved as appropriate by the 

coordinator of volunteers.

3.10 Volunteer access to personnel record [Required]

Policy: Upon reasonable notice, volunteers may examine the contents of their own 

personnel file. 

Rationale: Volunteers are entitled to examine the contents of their personnel 

file, just like paid staff.

Suggested Procedures: Volunteers wishing to access their files are accompanied 

by the coordinator of volunteers. Volunteers wishing to make an addition or 

correction to their file submit a written proposal to the coordinator of 

volunteers. 

Inactive files will be maintained for a minimum period of seven years after the 

volunteer’s involvement with SMP/SHIP ends.

3.11 Evaluation of the volunteer involvement and the volunteer program 

management system [Required]

Policy: The coordinator of volunteers conducts regular evaluations of both volunteer 

involvement and the infrastructure in place to support volunteer involvement in the 

SMP/SHIP. 
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Suggested Procedures: The coordinator of volunteers provides periodic reports 

to appropriate senior leadership on current operations and future needs. 

These evaluations include feedback from both volunteers and paid staff, along 

with community partners as appropriate. The evaluations outline future goals 

and plans for improvement in the use of volunteers by the SMP/SHIP.

Role Design

3.12 Volunteer role development [Required]

Policy: Volunteers may fill a wide range of standard roles at the SMP/SHIP. All roles 

must conform to the primary goals of the SMP/SHIP program. 

SMP/SHIP staff are encouraged to identify possible new roles for SMP/SHIP 

volunteers. Volunteers may be invited to serve at a range of levels of skill and 

decision-making.

Rationale: This policy is the rationale for developing an array of volunteer 

opportunities. Volunteers, like staff, can fill a number of roles that should be 

identified and described so that the volunteers can be assigned work congruent 

with the organization’s needs and the volunteer’s interests and abilities. 

Volunteer roles add value to SMP/SHIP services. 

Suggested Procedures: Creativity in role development is encouraged to engage a 

wide array of volunteer skills and make volunteer participation accessible to a 

diverse population of prospective volunteers. The coordinator of volunteers 

assists staff in the development of volunteer assignments and role descriptions.

When SMP/SHIP staff are expected to work alongside or supervise SMP/SHIP 

volunteers in a newly proposed role, the input of those staff should be solicited 

in the development of the role. 

3.13 Volunteer-Staff interface [Required]

Policy: Volunteer resources do not displace paid staff. The availability of volunteer 

resources is never a factor in the consideration of staff layoffs, terminations or loss 

through attrition. Volunteers supplement but do not supplant the work of paid 

staff.

Rationale: Volunteers should be used to increase reach of the program and 

better serve beneficiaries not used to replace or displace paid staff. There is little 

that can destroy a volunteer program faster than animosity between paid staff 

and volunteers. If paid staff sense that volunteers may be “used” to threaten 

paid staff job security, the suspicion, tension, and sometimes outright hostility 
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will chase volunteers off. Volunteers are an adjunct to the work of paid staff, not 

a substitute for it.

3.14 Role descriptions [Required]

Policy: Prior to any recruitment effort or volunteer assignment, a role description is 

developed for each volunteer position. All role descriptions include, but may not be 

limited to the following:

 purpose of the role

 role duties

 designated supervisor

 worksite location(s)

 time frame for the performance of the work along with work schedule

 qualifications

 benefits of the role to volunteers 

Rationale: It is important that volunteers understand their duties before they 

agree to volunteer. A written role description helps ensure volunteers 

understand their role and its responsibilities. Volunteers benefit from a clear, 

complete, and current description of the duties and responsibilities of the role 

that they are expected to fill. Volunteer role descriptions create the SMP/SHIP's 

legal basis to screen volunteers for suitability for specific roles and form the basis 

of the volunteer performance management system.

Suggested Procedures: A role description(s) is (are) made available to all 

prospective volunteers when they apply to become a SMP/SHIP volunteer and 

provided to each SMP/SHIP volunteer upon acceptance as a volunteer.

Role descriptions are reviewed and updated at least annually by the coordinator 

of volunteers, or whenever a role changes substantially.

3.15 Standards of performance [Required]

Policy: Standards of performance are established for each volunteer role. A copy of 

the relevant standards of performance is provided to all volunteers at the beginning 

of their assignment. 

Rationale: From the beginning of their involvement volunteers have a right to 

know the standards of performance that apply to the work they will do. 

Performance standards are the basis for both communicating expectations and 

appraising volunteer performance. Failing to create and communicate standards 

of performance is both unfair and almost certain to hamper program goal 

attainment.
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Suggested Procedures: These standards list the work to be done in that role, 

measurable indicators of whether the work was accomplished to the required 

standards, and appropriate time frames for accomplishment of the work. 

Creation of these standards is a joint function of the coordinator of volunteers, 

relevant paid staff, and wherever possible, volunteers already in the role.

3.16 Refusal of assignments [Required]

Policy: Volunteers are expected to refuse work assignments whenever an 

assignment exceeds the parameters of the volunteer role description, requires the 

volunteer to perform a function for which they have not been trained or are not 

qualified, or exceeds the limits of their individual capacity.

Rationale: The essence of volunteer work is that it is voluntary. Volunteers must 

have the right to refuse assignments and must feel comfortable doing so. 

Sometimes volunteers may be asked to work beyond their role responsibilities 

by beneficiaries, paid staff, or others. Volunteers must refuse to step outside the 

limits of their role descriptions. Volunteers must be empowered and feel 

confident to refuse work assignments, particularly in connection with staying 

safely within the boundaries of their defined roles. Refusing such assignments 

shouldn’t affect their position with the agency.

Suggested Procedure: Wherever possible, volunteers provide advance notice of 

refusal to the coordinator of volunteers or direct supervisor along with reasons 

for the refusal. 

3.17 Paid staff requests for volunteers [Required]

Policy: Requests from paid staff for volunteer assistance are communicated to the 

coordinator of volunteers by interested staff. 

The coordinator of volunteers recruits and places volunteers only in settings where 

staff are clearly supportive of volunteer involvement and willing to work together 

with, and provide support for, volunteer participation.

Rationale: Because the relationship between paid staff and volunteers is a 

critical factor to volunteer satisfaction and retention, volunteers are placed 

where staff support exists. It is understood that the recruitment and satisfaction 

of volunteers are enhanced by creative and interesting roles. Volunteers are not 

always easy to locate and require screening, orientation, and training. 

Suggested Procedures: The coordinator may need up to several weeks or even 

months to find, train, and place a suitable volunteer for any given position, so 
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advance notice is given well ahead of the role start date. An outline of the 

volunteer role and suggested time frame accompany each request. 

3.18 Worksite [Required]

Policy: A safe and appropriate worksite is established for every volunteer. 

Rationale: It is the responsibility of the SMP/SHIP to ensure that their volunteers 

are working in a safe and well-equipped environment. Volunteers recognize 

efforts to attend to their well-being, and such efforts convey a sense of welcome 

and appreciation.

Suggested Procedure: If off-site facilities are frequently utilized by SMP/SHIP 

volunteers, the SMP/SHIP should conduct an examination of these facilities to 

determine their accessibility, appropriateness, and safety.

Definition: Safe and appropriate worksites contain facilities, equipment, and 

space necessary for volunteers to safely, effectively and comfortably perform 

their duties.

3.19 Length of service [Required]

Policy: All volunteer roles have a set term of service. Volunteer assignments end at

the conclusion of their set term, without expectation or requirement of reassignment of that role to the incumbent.

Rationale: Because volunteers have a right to know the expected tenure of the 

position and because time-limited roles are much easier to recruit to, volunteer 

positions have a time limit on them. It is only fair to honor the agreed-upon time 

commitment by ending a position as scheduled; volunteers need to feel they can 

leave the position without guilt. Additionally, renewal of a termed volunteer 

engagement should not be automatic, particularly where a volunteer’s 

performance or reliability have failed to meet standards.

Suggested Procedures: Terms ideally are of one year duration or less, with an 

option for renewal at the discretion of both parties. Volunteers sign an 

agreement to fulfill the designated term of work. This agreement is mandatory in 

roles for which extensive training is required or for roles in which volunteers are 

assigned to a specific case or to work with a specific beneficiary.

Volunteers are neither expected nor required to continue their involvement with 

the SMP/SHIP at the end of their set term, although in most cases they are 

welcome to do so where performance standards have been met. 

At any time, volunteers may seek a different volunteer assignment within the 

SMP/SHIP or with another organization, or may retire from volunteer service.
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3.20 Leaves of absence [Required]

Policy: At the discretion of the coordinator of volunteers, in consultation with the 

volunteer’s immediate supervisor where appropriate, leaves of absence are granted 

to volunteers. 

Rationale: Volunteers sometimes need to take a break from their volunteer 

work. It is more desirable to grant a leave of absence with the hope of having the 

volunteer return at some point in the future than losing a volunteer completely. 

If the leave is of significant duration, retraining may be needed in advance of reentry.

Suggested Procedures: Leave does not necessarily alter or extend the previously 

agreed upon completion date of the volunteer’s term of service. This is 

negotiated with the volunteer when the leave is arranged.

Recruitment

3.21 Recruitment [Required]

Policy: Volunteers are recruited by the SMP/SHIP on a pro-active basis, with the 

intent of broadening and extending SMP/SHIP services to beneficiaries. 

Acceptance as a volunteer is not automatic. Volunteers fulfill all screening, 

orientation and training requirements for the role in which they are interested 

before being accepted into service.

Rationale: Effective volunteer programs have a plan for maintaining their 

volunteer population, often targeting specific segments of the community that 

can best help the program provide services. This targeting may focus on 

elements such as ethnicity, geographic location, or other characteristics, with the 

intention of “broadening” or “shaping” the volunteer population to make it more 

capable of providing services to a wide(r) scope of the community. Effective 

recruitment also requires intentional rejection of some prospective volunteers, 

based on their inability to meet the needs of the SMP/SHIP or of the inability of 

the SMP/SHIP to meet the needs of the prospective volunteers.

Suggested Procedures: From time to time, recruitment campaigns may be 

launched to attract volunteers who may better serve targeted beneficiary 

populations. Volunteers are recruited through a variety of mechanisms. They 

enter the application process either through an interest in a specific function, or 

through a general interest in volunteering for the SMP/SHIP in which case they 

will later be matched with a specific function.
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3.22 Non-Discrimination [Required]

Policy: Volunteer roles are open to community members of all ages above the age of 

majority regardless of race, religion, color, national origin, gender, gender identity, 

sexual orientation, ancestry, mental or physical disability, medical condition, 

disability, political activity, marital status, or age. The sole qualification for volunteer 

assignment to a specific role is suitability to perform a task on behalf of the 

SMP/SHIP.

3.23 Recruitment of minors [Recommended]

Policy: Volunteer roles open to the engagement of minors have clearly prescribed 

responsibilities well suited to young persons, occur in a supervised and nonhazardous environment, and comply with all child labor laws. 

Rationale: The majority of SMP/SHIP volunteer roles are suitable to adults only.

Suggested Procedure: Volunteers who have not reached the age of majority may 

be considered for selected volunteer roles upon the written consent of a parent 

or legal guardian prior to volunteering.

3.24 Advertisement of volunteer opportunities [Required]

Policy: Opportunities to volunteer are publicized broadly and through a variety of 

methods to ensure that no group of people is excluded because of limited 

distribution of information. 

3.25 Communication with prospective volunteers [Required]

Policy: Response to people who express an initial interest in volunteering with the 

SMP/SHIP is speedy. A response protocol exists to prevent undue delay and ensure 

that prospective volunteers receive a welcoming and effective recruitment message. 

Rationale: Prospective volunteers are often highly motivated and typically want 

to become active as soon as possible. Prospective volunteers are therefore quite 

sensitive to the time that organizations take to respond to their inquiries. They 

may leave if made to wait for a connection to the organization.

Suggested Procedures: It is made clear to prospective volunteers from the 

beginning of their connection with the SMP/SHIP that volunteers undertake 

important work in this program. Communication is open and forthcoming. The 

responsibilities of the SMP/SHIP volunteer roles and the high standards of 

performance and conduct expected of SMP/SHIP volunteers are not 

downplayed.
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3.26 Wait list [Recommended]

Policy: If volunteer opportunities are not immediately available or initial volunteer 

training is not available quickly, the SMP/SHIP may maintain a wait list of interested 

prospective volunteers or help volunteers find other suitable volunteer work

Suggested Procedure: Because prospective volunteers typically want to become 

active as soon as possible and leave if made to wait for a connection to the 

organization, the SMP/SHIP attempts to engage people quickly through 

continuous intake. 

Screening

3.27 Selection policy [Required]

Policy: The decision to accept (or not) each volunteer applicant is based on careful 

consideration of all pertinent information gathered in the screening process. 

The SMP/SHIP strives to maintain a safe and productive workplace with honest, 

trustworthy, reliable and qualified volunteers who do not present a risk of harm to 

themselves, other persons, or the reputation of the SMP/SHIP. Screening processes 

are clear and comprehensive and standards are never waived, even for persons 

known to the screener.

Screening inquiries are limited to collecting information directly connected to the 

ability of the applicant to effectively perform volunteer work for the SMP/SHIP. 

The SMP/SHIP applies a formal selection process to all prospective volunteers. This 

process varies according to the nature and degree of responsibility in the work to be 

done, access to money or other valuables, access to personal or confidential 

information, and/or access to beneficiaries or members of the public. 

Positions of trust are subject to significantly more rigorous screening inquiries. 

Rationale: Volunteer screening is a critical component of both human resources 

management and risk management. To be fair to all applicants and, in many 

cases, to comply with relevant human rights legislation, the screening process 

needs to be applied appropriately to all applicants, based upon the role for 

which they are applying. 

3.28 Screening authority [Required]

Policy: Screening and acceptance decisions are made by authorized persons only, 

typically the coordinator of volunteers. 
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Rationale: Screening is often a complex and multi-part function that typically 

requires significant expertise, not just in knowing what mechanisms to use and 

how to use them effectively but also in how to assess all the information 

collected in the screening process to come to the best screening decision. It is a 

function that should be carried out by a trained and experienced individual. 

Screening decisions should be made only by a designated screening authority.

Suggested Procedure: A list of authorized persons will be maintained by the 

SMP/SHIP.

3.29 Equity and human rights compliance [Required]

Policy: While screening processes vary by role, applicants for any given role are 

screened in the same way as all other applicants for that same role. 

All screening inquiries and decisions comply with relevant human rights 

requirements.

3.30 Right of refusal [Required]

Policy: Acceptance as a volunteer is not automatic. The SMP/SHIP reserves the right 

not to accept applicants based on an objective and equitable assessment of their 

suitability.

Rationale: Not all people are suited to all positions. Screening and placement 

decisions must focus solely on the ability of the applicant to do the work and 

meet performance standards.

3.31 Full disclosure of process and volunteer consent [Required]

Policy: Prospective volunteers are notified early in the application process about the 

range of screening inquiries used by the SMP/SHIP for its various volunteer roles. No 

screening inquiry is undertaken without the prior knowledge and permission of the 

applicant. 

Prospective volunteers agree to the right of SMP/SHIP to conduct appropriate 

inquiries regarding the background and qualifications of applicants and cooperate 

fully in the fulfillment of these checks. 

Prospective volunteers have the right to refuse permission for any line of screening 

inquiry in which case the SMP/SHIP reserves the right to terminate the application 

process and refuse acceptance as an SMP/SHIP volunteer. 

Applicants are informed of a projected time line of the screening process at the time 

of their initial interview. They are updated if screening takes longer than expected. 
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Prospective volunteers are informed of the outcome of their application as 

expeditiously as possible, preferably within one week of the decision.

Rationale: Because a screening process can be long and sometimes somewhat 

intrusive, depending upon the role, it is only fair that applicants understand and 

agree to the full screening process before it begins.

Suggested Procedures: Applicants sign an agreement allowing the SMP/SHIP to 

complete its screening inquiries. The agreement gives permission to references 

and others to disclose relevant information to the SMP/SHIP. Volunteers receive 

an estimate of the time needed to complete the screening process and a timely 

response upon completion. 

3.32 Application form [Required]

Policy: A standardized application form is completed by all prospective SMP/SHIP 

volunteers. 

Rationale: Standardizing the application form not only ensures that all applicants 

are treated in the same way, but it also ensures that complete and uniform 

information is collected on all applicants.

3.33 Interviews [Required]

Policy: All prospective volunteers are interviewed to ascertain their suitability for, 

and interest in, various roles at the SMP/SHIP. 

Rationale: Interviews determine volunteers' qualifications and commitment to 

fulfill the requirements of the role, and provide ample opportunity for 

interviewees to ask questions about the program, volunteer duties, and gain any 

other information they may need to make an informed decision about 

volunteering with the SMP/SHIP.

Suggested Procedures: Interviews are conducted either in person or by other 

means such as by telephone or internet. Whenever possible, however, 

interviews are conducted in person because this both allows the SMP/SHIP to 

better evaluate the volunteer and allows the volunteer to better form a positive 

opinion of the SMP/SHIP. It also allows the SMP/SHIP to ensure that the person 

being interviewed is actually the correct applicant and not someone acting as a 

surrogate.

3.34 Availability of suitable volunteer roles [Recommended]

Policy: In cases where the interview does not uncover a suitable placement for a 

prospective volunteer, or where the SMP/SHIP cannot meet his or her interests, 
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needs or availability, the coordinator of volunteers recommends that the volunteer 

seek placement elsewhere.

3.35 Conflict of interest [Required]

Policy: No person who has a conflict of interest in connection with the work they will 

do at the SMP/SHIP, whether personal, philosophical, or financial may serve as a 

volunteer. Volunteers do not promote any personal or business interest while 

undertaking their SMP/SHIP assignment. 

One example of persons with an inherent conflict of interest is anyone who receives

compensation for enrolling beneficiaries in a specific insurance plan or plans.

Rationale: Given the sensitive nature of SMP/SHIP work, the need for objectivity, 

and the ever-present possibility of fraud and abuse, even inside the SMP/SHIP, 

the screening of volunteers must be done carefully to avoid a conflict of interest 

or a perceived conflict of interest.

Suggested Procedures: SMP/SHIP volunteers sign a conflict of interest statement 

and agree to immediately notify their designated supervisor if any potential 

conflict arises during performance of their duties. All possible conflicts of interest 

are immediately reported by volunteers to their supervisor.

SMP/SHIP can attempt to resolve conflicts of interest through, for example, 

changes of volunteer duties or changes of volunteer role. If a conflict of interest 

cannot be resolved, the volunteer may be relieved of duty.

3.36 Reference checks [Recommended]

Policy: At least two personal and/or professional references are checked for 

prospective volunteers who may be placed in a position of trust at the SMP/SHIP. 

Rationale: Reference checks are a fundamental step in the screening process. 

They can reveal a good deal about a candidate’s previous experience and 

performance, work, and personal characteristics and strengths.

3.37 Background checks [Required]

Policy: Background checks vary according to volunteer role and may include, but 

may not be limited to verification of: 

1. identity

2. volunteer history and experience

3. employment history and experience

4. education

5. social security number
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Rationale: Particularly for positions of trust, background checks are an essential 

screening step to ensure that candidates are who they claim to be and to verify 

several critical pieces of information they provide.

Definition: Note that in common usage the term “background check” is 

sometimes synonymous with “criminal records check.” In these policies, the two 

are very different things. A “background check” includes any or all of the five 

checks noted in the policy above, while the term “criminal records check” refers 

specifically and only to a check of an applicant’s criminal history; it is not part of 

the background check, but is separate from it (see next policy).

3.38 Criminal records check [Required]

Policy: All prospective volunteers applying for any position of trust at the SMP/SHIP 

are subjected to a national-level criminal record check. 

The SMP/SHIP has a protocol for determining which criminal violations render an 

applicant unsuitable for SMP/SHIP assignments.

Rationale: Despite their limitations, criminal records checks have become an 

industry standard in the field of volunteer program management in connection 

with screening for positions of trust. Failure to conduct criminal records checks 

for positions of trust may not only lead to the engagement of an inappropriate or 

even harmful applicant but also leave the organization vulnerable to legal action 

for failure. 

On the other hand, checking for a criminal record on a person who is not in a 

position of trust or who is otherwise performing relatively low-level work in a 

controlled environment may actually represent a breach of privacy or provide 

grounds for an allegation of discrimination because the check is not 

demonstrably related to position responsibilities.

Suggested Procedures: The presence of a criminal record is not an automatic 

disqualifier from SMP/SHIP volunteer work. The nature of the offense, when it 

occurred, and other pertinent information are considered in combination with all 

other information gathered in the screening process, and the acceptance 

decision is based on an overall assessment of the qualifications and 

appropriateness of the candidate for the role in question. 

3.39 Driver’s license and record checks [Recommended]

Policy: Prospective volunteers whose volunteer responsibilities at the SMP/SHIP 

involve operation of a motor vehicle are subjected to two specific screening 

inquiries:
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 proof of valid driver's license

 driver’s record check

It is recommended that prospective volunteers who responsibilities require 

operation of a motor vehicle are subjected to a driver's record check. Driving 

offenses may disqualify applicants for roles involving driving. The nature and 

number of the offense(s) and when it (they) occurred will be considered in the 

screening decision.

3.40 Limiting conditions affecting volunteer work [Recommended]

Policy: Volunteers who have any medical or psychological condition that might affect 

the safe and effective performance of their volunteer work are requested to consult 

with the coordinator of volunteers about their ability to perform their assigned 

duties.

Rationale: This is a safety precaution for both the volunteer and the SMP/SHIP 

to be used when there may be doubt about a volunteer’s capacity to continue or 

take on the work assigned. This screening device can be used in the initial 

volunteer intake process or at some later point when ongoing capacity to 

perform assigned duties comes into question.

3.41 Probationary period [Required]

Policy: All new volunteers are placed on probation for a period of three months after 

their initial training is complete and they have been placed into a role. Adjustments 

are made wherever appropriate, including the possibility of placement into a 

different volunteer role that better suits the volunteer. If it is determined by either 

party during the probation period that involvement in the work of the SMP/SHIP is 

not appropriate, termination can be immediate and without prior notice or reason 

provided by either party. 

Probationary status also applies to volunteers who have been reassigned to new 

roles with the SMP/SHIP.

Rationale: The probation period allows both the volunteer and the SMP/SHIP to 

assess the appropriateness of the “fit” between the volunteer’s interests, skills 

and abilities and the mission, values and work of the SMP/SHIP. Importantly, a 

formal probation period allows either party to communicate to the other that 

the situation is just not working out, and to do so without penalty or lengthy 

explanation.

Suggested Procedure: The coordinator of volunteers makes formal contact with 

volunteers at the end of their probationary period to: 1) end it and finalize their

acceptance, or 2) make alternate plans if a volunteer's tenure is in question.
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3.42 Documenting screening [Required]

Policy: The SMP/SHIP has a screening documentation process that sets out what 

documentation is created, for how long it is retained, and when it is to be destroyed.

Rationale: Because volunteers are placed in positions of trust from which they 

could be harmed or cause harm to others, the potential for legal action arising is 

ever-present, although remote. The organization could be called on to explain 

and justify its screening processes (e.g., were they fair and equitable light of 

human rights provisions?) and to defend its screening decisions (e.g., were they 

non-discriminatory, sufficiently thorough, and duly diligent in light of potential 

allegations of negligence in screening?). 

Screening documentation is both created and retained so that the organization 

has proof of its screening processes and a basis to defend its screening decisions 

in a legal action.

Suggested Procedures: Documentation is retained as follows:

 For applicants accepted into volunteer service: Screening documentation 

becomes part of the volunteer’s personnel file and is retained for a 

minimum of seven years after the volunteer’s involvement with the 

SMP/SHIP terminates.

 For applicants not accepted into volunteer service: Screening 

documentation is retained for a minimum of six months after the 

volunteer has been notified of the non-acceptance of their offer of 

involvement.

3.43 Confidentiality of screening information [Required]

Policy: The confidentiality of information collected during volunteer screening is 

carefully protected. It may be shared with SMP/SHIP screening/hiring authorities as 

needed in the determination of volunteer suitability. 

3.44 Incomplete or false information [Required]

Policy: Falsification of information, including material omission or misrepresentation, 

at any point during screening is grounds for immediate disqualification from the 

application process, or even immediate dismissal if the falsehood is discovered after 

acceptance.

3.45 New screening standards for current volunteers [Required]

Policy: All SMP/SHIP volunteers, regardless of length of tenure, are subject to the 

provisions of all volunteer policies, including new policies coming into effect during 

an existing volunteer's tenure. 
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Existing volunteers must meet all new screening standards relevant to the role(s) 

they hold, with the exception of interviews and reference checks which do not need 

to be initiated or repeated with existing SMP/SHIP volunteers. 

Rationale: Inconsistencies in the screening process allow for a greater likelihood 

of substandard, inappropriate, or potentially harmful behavior by SMP/SHIP

volunteers. Screening some volunteers to a newly created standard and allowing 

the majority of volunteers – those who are already in the program – to not meet 

those standards is ethically questionable and legally difficult to defend. Double 

standards can also set up animosity between new and current volunteers 

because the former would now be subjected to a more rigorous process than the 

latter.

Suggested Procedures: Existing SMP/SHIP volunteers are not exempt from any of 

the following processes that would newly apply to the role(s) they hold as 

SMP/SHIP volunteers:

 application form

 national level criminal records check

 background checks

 driver's license and record checks

Existing volunteers must complete, within three months of the date of their 

effectiveness, all new screening processes that now apply to the volunteer 

role(s) they hold. Failure to complete all necessary screening processes results in 

suspension of duties until compliance is achieved. Continued refusal can result in 

immediate dismissal.

3.46 Reconfirmation of screening [Required]

Policy: The SMP/SHIP has a policy on how often various record checks (e.g., criminal 

records checks, driver's records check, etc.) will be repeated. 

Rationale: Criminal records checks, driver’s records checks, and so on are timelimited. It is not unusual for organizations to check driver’s records during the 

initial screening process and engage volunteers for years without ever again 

checking to ensure that they still have a license, haven’t been convicted of 

serious moving vehicle violations, or haven’t let their auto insurance lapse. 

Imagine something going wrong and the SMP/SHIP having to defend itself in a 

legal action: Not having rechecked volunteers’ (dis)qualifications for years to 

ensure that they were still trusted to perform the work would be difficult to 

justify.

Suggested Procedure: Frequency of re-checks varies with the nature of the work 

and the degree of access and trust vested in the role. 
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3.47 Up-Screening [Required]

Policy: Prospective volunteers are screened to the level of intensiveness dictated by 

the role(s) for which they apply. If a volunteer applies for transfer to another 

volunteer role for which the initial screening process is more intensive than for the 

role the volunteer has been occupying, the volunteer is subjected to the additional 

screening inquiries of the role being applied for. Failure to satisfactorily meet these 

additional screening requirements is grounds for denial of the transfer.

Rationale: In the same way that current volunteers are subjected to new 

screening standards, volunteers who move into new roles that require more or 

different screening than whatever applied in their previous role must meet all 

screening standards of the new role.

3.48 Screening of previous volunteers [Required]

Policy: Re-acceptance of previous SMP/SHIP volunteers is not automatic. Reacceptance decisions are based on past performance and the results of any updated 

or additional screening inquires undertaken in connection with the role for which 

the person is applying. 

Rationale: Volunteers sometimes leave a volunteer position and come back to 

volunteer at some point in the future. Reacceptance is not automatic.

Reacceptance must be a thoughtful process that meets the same screening 

standards and degree of diligence that apply to the initial screening.

3.49 Revisions to the screening process [Required]

Policy: Screening protocol is adjusted as roles change, and/or as standards of care 

and due diligence recommend.

Placement

3.50 Placement [Required]

Policy: When placing a volunteer in a role, attention is paid to the interests and 

capabilities of the volunteer and to the requirements of the volunteer role. 

Placements are not made unless the requirements of the volunteer, the role 

requirements, and the supervising staff can be met. Volunteers are not placed in 

roles where paid staff are unsupportive. 

Rationale: Most people can be induced to volunteer for anything for a short 

period of time but if you want them to volunteer for longer periods you must 

find work that motivates them. This requires understanding the interests and 
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capabilities of the volunteer, matching them with a role that suits them, and 

supportive paid staff.

Suggested Procedures: Volunteers are made to feel comfortable in declining a 

suggested placement and/or in requesting changes to their assignment at any 

point in their relationship with the SMP/SHIP. Wherever possible, volunteer roles 

are adjusted to meet the interests and availability of volunteers. Final placement 

decisions are made at the discretion of the SMP/SHIP.

3.51 Staff participation in interviewing and placement [Recommended]

Policy: Wherever possible, paid staff who will be working with the volunteer 

participate in the interview and placement process. 

Final assignment of volunteers does not take place without the approval of the paid 

staff with whom the volunteer will be working.

3.52 Acceptance and appointment [Required]

Policy: Service as a volunteer with the SMP/SHIP begins only with an official, written

notice of acceptance or appointment to a volunteer role. 

No offer of acceptance is issued on a conditional basis pending, for example, the 

results of screening inquiries, and volunteers do not begin any work in the SMP/SHIP 

until they have been formally accepted into service. 

Rationale: Applying for volunteer work can be nerve wracking because many 

people invest a lot of themselves in their volunteer work and worry about their 

“acceptability.” Once the decision has been made to offer a volunteer position to 

an applicant, the offer must be in writing to formalize the agreement on the part 

of both parties. 

The reason conditional offers are not made is that a volunteer on conditional 

acceptance could be granted access to confidential information, vulnerable 

beneficiaries, valuable equipment, and so on, and then it is found out as the final 

screening information comes in that s/he is inappropriate for the position or 

even potentially harmful. By that time damage may have been done.

Suggested Procedures: Notice of acceptance is given in a timely manner by the 

coordinator of volunteers or his or her designee.

Volunteers may be offered the opportunity to attend SMP/SHIP initial volunteer 

training if it is scheduled while the SMP/SHIP is waiting for confirmation of 

screening information (e.g., waiting for results of criminal records check, driver's 

record check, etc.) as long as volunteers understand that they are not yet 
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accepted as SMP/SHIP volunteers and still agree to devote time to training under 

these terms.

3.53 Placement check-in [Recommended]

Policy: 30-days after a volunteer’s placement, a second interview with the volunteer 

is conducted, providing an opportunity for mutual assessment of the initial 

placement. At this point either the volunteer or the SMP/SHIP may request an 

adjustment to the role, re-assignment to a different role, or determine that the 

volunteer is unsuitable for a role within the SMP/SHIP.

Rationale: Scheduling a placement check-in makes it possible for both parties to 

review the initial placement decision and to make changes if necessary. The goal 

is to do whatever is possible to make the match work. Failure to perform this 

check-in often results in volunteers who leave their positions after only a short 

tenure.

3.54 Re-assignment [Required]

Policy: Volunteers who are at any time re-assigned to a new role receive all 

appropriate orientation, training and up-screening (if applicable) before they begin 

work.

Orientation and Training

3.55 Orientation [Required]

Policy: All volunteers receive orientation on topics that include, but are not limited to:

 the purpose and values of the SMP/SHIP

 the nature and operation of the program or activity for which they are recruited

 the purpose, duties and requirements of the role that they are accepting

Volunteers must fulfill all mandatory orientation requirements before any work is 

assigned to them.

Rationale: Volunteers perform better when they are given a sense of context 

regarding the system within which they will be working. This includes understanding 

the overall mission of the SMP/SHIP, the system through which the SMP/SHIP 

provides services to the community, and the nature of the role they will be 

performing. 

New volunteers also need an orientation to how the organization works, including 

everything from where to hang their coat and get a cup of coffee to where they work, 
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the workplace climate, and how people relate to one another. Providing this context 

will prevent unfortunate misunderstandings and inadvertent mistakes by volunteers. 

It also makes them feel wanted and part of the team.

3.56 Training [Required]

Policy: Minimum initial and ongoing volunteer training requirements are established by 

the SMP/SHIP and involve the delivery of a volunteer training program tailored to 

specific volunteer roles. Volunteers must fulfill mandatory training requirements before 

any work is assigned. 

Rationale: Volunteer training is essential to effective SMP/SHIP service delivery, and 

both the SMP/SHIP and its volunteers have the right to ensure that training leads to 

satisfactory volunteer performance.

Suggested Procedures: Training takes place with minimum delay following the 

acceptance of the volunteer by SMP/SHIP. Volunteers who are unable to successfully 

complete mandatory training – initial or ongoing – are offered alternate placements 

with lesser requirements wherever possible. 

3.57 Credit for related training [Recommended]

Policy: At the discretion of the SMP/SHIP, credit may be given for training received from 

another organization that overlaps with training provided by the SMP/SHIP.

3.58 Demonstrating qualifications [Required]

Policy: Following training, volunteers are tested on their knowledge and abilities for 

certain SMP/SHIP roles and must demonstrate minimum levels of comprehension and 

skill. For such roles, volunteers are not assigned duties until their qualification for the

role is certified, using the criteria and process required by the SMP/SHIP. 

Rationale: Many SMP/SHIP volunteer roles depend upon volunteers having a high 

degree of knowledge of complex subjects. Provision of accurate and current 

knowledge is an essential element of SMP/SHIP service delivery.

Suggested Procedure: When volunteers are unable to achieve qualification or 

certification for roles with this requirement, they are offered alternate role 

placements without such requirements, if possible.

3.59 On-the-job training [Required]

Policy: Volunteers receive specific on-the-job training which provides the information 

and skills necessary to perform their volunteer assignment. The timing and methods for 

delivery of such training are appropriate to the complexity and demands of the role and 

the capabilities of the volunteer.
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Rationale: While classroom-style training can provide the underpinnings of 

knowledge, on-site training offers the opportunity to fine-tune learning and skills in a 

real-world setting. Providing this additional layer of training offers an opportunity to 

greatly enhance the ability of a volunteer to perform work in precisely the manner 

desired by the SMP/SHIP. It also offers the opportunity to make corrections in the 

volunteer’s performance before incorrect information is communicated or 

information is communicated badly to the public.

3.60 Paid staff involvement in orientation and training [Recommended]

Policy: Paid staff members with responsibility for service delivery have an active role in 

the design and delivery of both orientation and training of volunteers.

Rationale: Paid staff possess essential knowledge and techniques connected to 

effective performance of volunteer roles. Accordingly, staff should be involved in 

both designing and delivering volunteer training – particularly for those who will be 

assigned to them

Suggested Procedures: Staff who supervise volunteers deliver on-the-job training to 

those volunteers assigned to them. The coordinator of volunteers assists where 

needed and ensures that all necessary training is provided.

3.61 Volunteer involvement in orientation and training [Recommended]

Policy: The participation of experienced volunteers is invited in the design and delivery 

of volunteer orientation and training.

Rationale: This creates a heightened sense being part of a team and offers the 

SMP/SHIP an opportunity to both benefit from and honor the contributions of 

experienced volunteers.

3.62 Continuing education [Required]

Policy: At the discretion of the SMP/SHIP, update training and/or recertification training 

is required for some volunteer roles.

Volunteers who are not able to meet required continuing education requirements for 

their role are respectfully removed from service in that role.

Rationale: As with paid staff, improvement of volunteer skill levels during their terms 

of service is encouraged. 

Suggested Procedures: Additional training and educational opportunities are made 

available to volunteers wherever possible and appropriate. Volunteers who are 
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unable to meet the continuing education requirements for certain roles are offered 

alternate role placements with lesser requirements, when possible. 

Definition: Continuing education includes both additional information on 

performance of their current volunteer assignment as well as more general 

information related to the work and mandate of the SMP/SHIP. The SMP/SHIP may 

provide it directly or may help volunteers take part in educational programs provided 

by other groups.

3.63 Conference attendance [Recommended]

Policy: Volunteers are encouraged to attend conferences and meetings that are relevant 

to their volunteer assignments, including those run by the SMP/SHIP and by other 

organizations. 

Suggested Procedure: Prior approval from the volunteer’s supervisor and the 

coordinator of volunteers is obtained before attending any conference or meeting if 

attendance will interfere with the volunteer’s work schedule or if reimbursement of 

expenses is sought.

Performance Management

3.64 Components [Required]

Policy: A constructive, positive and success-oriented performance management system 

is in place at the SMP/SHIP. 

Rationale: A key principle of volunteer program management is to support 

volunteers to be successful in their roles. Performance management provides a wide 

range of support and intervention techniques to supervisors to encourage and 

enable productive and satisfying volunteer involvement, and to help volunteers 

adjust performance when necessary to meet performance standards and achieve 

role outcomes.

Definition: The SMP/SHIP performance management system includes three primary 

components:

 supervision

 performance evaluation 

 corrective action
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Each component of the performance management system includes a range of 

approaches and techniques at the disposal of supervisors. The guiding principle of 

performance management is to match the type and extent of supervisory 

intervention to nature of a volunteer's responsibilities and capacity. It provides for a 

multiplicity of supportive and enabling responses that acknowledge and reward 

excellence in volunteer work. It includes positive and reinforcing informal 

mechanisms through more formal corrective action, to the most formal disciplinary 

actions up to and including dismissal.

3.65 Supervisor’s role [Required]

Policy: Supervisors of volunteers follow performance management policies and 

procedures in their day-to-day work with volunteers. 

In instances where more support, understanding or direction is needed, the coordinator 

of volunteers works with the day-to-day supervisor to help the volunteer to achieve 

necessary modifications.

Rationale: This allows the all-important early intervention to prevent more serious 

performance issues. Because many supervisors of volunteers may have little 

experience in supervision – and particularly in supervising volunteers rather than 

staff (there is a difference) – the coordinator of volunteers should be available to 

provide training, tips, advice, and support.

3.66 Notice of performance management system [Required]

Policy: Volunteers are advised of the existence of the volunteer performance 

management system during their initial orientation with the SMP/SHIP. 

Suggested Procedure: Upon acceptance into volunteer service, all SMP/SHIP 

volunteers are provided with a copy of the SMP/SHIP Volunteer Handbook along 

with any other performance management or evaluation instruments. 

3.67 Right of supervision and support [Required]

Policy: The SMP/SHIP has both the right and the obligation to provide supervision and 

support, to manage the work done by volunteers and to determine the nature and 

extent of supervisory guidance provided to volunteers.

Rationale: Many people who work with volunteers are uncertain about whether 

volunteers’ work can be monitored and/or criticized. Many have a sense that 

because the gift of volunteer work is so generously given, the organization (and its 

personnel) has no right to be critical, ask for more, or ask for better. This policy 

clarifies the SMP/SHIP position on volunteer supervision. 
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As personnel working on behalf of the SMP/SHIP, volunteers are a critical part of the 

SMP/SHIP workforce. Accordingly, the SMP/SHIP has an obligation to ensure that the 

performance and behavior of volunteers best serves the SMP/SHIP and does not 

diminish its ability to deliver the very best services possible to the community. 

3.68 The nature of supervision and support [Required]

Policy: Supervision and support of SMP/SHIP volunteers reflects the principle of positive, 

constructive and success-oriented guidance that underpins the SMP/SHIP volunteer 

performance management system. 

Rationale: Supervision and support of volunteers is essential to ensure consistent 

quality of services as well as volunteer satisfaction. This policy explains the approach 

taken in the SMP/SHIP performance management system, which honors the 

contributions of volunteers and pledges the assistance of the SMP/SHIP in guiding 

the volunteer toward a successful experience. 

Definition: This is the day-to-day feedback and reward process that helps volunteers 

understand expectations and standards and achieve them. This approach has both 

reward and disciplinary components, but all of these are focused on assisting the 

volunteer in meeting standards and delivering a consistent level of quality service. It 

is very much a success-driven rather than failure-driven system.

3.69 Acceptance of supervision [Required]

Policy: Upon acceptance into service with the SMP/SHIP, volunteers agree to accept 

supervision and support from designated supervisory personnel. 

Rationale: Volunteers engage with the SMP/SHIP of their own free will. Part of their 

decision to join the SMP/SHIP team must include a willingness to agree to the rules 

and procedures established by the SMP/SHIP. This policy ensures that volunteers are 

asked outright to agree to meet the standards of performance and behavior set 

around their roles and to act in good faith while working with their supervisor to 

meet these standards.

Suggested Procedure: Failure or refusal by a volunteer to accept supervision and/or 

to integrate the direction of the supervisor into his or her volunteer work 

performance are grounds for disciplinary action up to and including dismissal.

3.70 Requirement of a supervisor [Required]

Policy: Each volunteer who is accepted to a SMP/SHIP role has an identified supervisor 

who is responsible for direct supervision and support of that volunteer. 
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Rationale: For effective supervision of volunteers to occur, volunteers must know and 

interact with their supervisor, working with them on their assignments and receiving 

constructive feedback on the quality of their work.

Suggested Procedures: Supervisors provide day-to-day guidance for the work of the 

volunteer, and are available to the volunteer for consultation, assistance and support. 

Supervisors assign volunteer duties, involve volunteers in the communication flow of 

the agency, and provide constructive feedback to volunteers regarding their work. 

Responsibility for volunteer supervision is reflected in the role requirements of paid 

staff who are volunteer supervisors, and their effectiveness as supervisors is 

monitored as part of their own routine performance assessment. Supervisors are 

more likely to dedicate time and attention to performing this supervisory 

responsibility if it is part of their role description.

3.71 Volunteers as volunteer supervisors [Recommended]

Policy: Experienced and qualified volunteers may be assigned volunteer supervision and 

support responsibilities provided that they are, themselves, under the direct supervision 

of a paid staff member.

Rationale: Engaging volunteers to help support and supervise other volunteers can 

help to significantly extend the scope of the volunteer program, enhance the 

program’s effectiveness, and increase volunteer satisfaction.

3.72 Lines of communication [Required]

Policy: Volunteers receive all necessary information pertinent to the performance of 

their work assignments. Accordingly, volunteers are included in and have access to all 

appropriate information, memos, materials, meetings, and consumer records relevant to 

work assignments. 

Rationale: Many performance management issues are the result of 

miscommunication and bad information. This is unfortunately a common situation 

among volunteers who are dispersed through the community such as within the 

SMP/SHIP.

Suggested Procedures: Supervisors ensure that their volunteers receive all pertinent 

information. To facilitate the receipt of this information on a timely basis, volunteers 

are included on all relevant distribution schedules and are given a method for access 

to information circulated in their absence. 

Lines of communication operate in both directions, and exist both formally and 

informally. Volunteers are consulted regarding decisions that would substantially 

affect the performance of their duties. Volunteers are encouraged to provide 
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feedback and input, via their supervisor, on the effectiveness and organization of 

SMP/SHIP services. All constructive suggestions are welcomed. 

3.73 Evaluation of performance [Required]

Policy: Volunteers receive periodic evaluation of their work. 

Rationale: It is impossible to achieve success without monitoring performance and 

behavior against established and communicated standards. 

Suggested Procedures: Volunteer evaluations are conducted by the volunteer’s 

immediate supervisor. Input may also be sought from other supervisory personnel 

who are in a position to observe volunteer performance. The role description and 

related standards of performance form the basis of performance evaluation. 

Feedback on volunteer performance is non-threatening, constructive and supportive. 

It is an opportunity for mutual exchange and feedback. It includes formal 

acknowledgement of, and appreciation for, volunteer contributions. 

Volunteers are invited to provide input and suggestions regarding their work, 

SMP/SHIP services and the volunteer’s relationship with the SMP/SHIP. 

Paperwork related to the volunteer's tenure is updated, including the role 

description, personal contact information, conflicts of interest, and any licensure 

relevant to their duties (e.g., proof of valid driver’s license, proof of automobile 

insurance, etc.).

Evaluations are an opportunity to ascertain the continued interest of volunteers in 

SMP/SHIP service in their current or other capacity. 

Definition: Evaluation of performance is a more formal mechanism beyond day-today supervision, providing a more detailed portrayal of each volunteer’s 

performance, on-the-job behavior, achievements and areas for improvement. 

Evaluations, normally conducted in person, include a review of the performance and 

achievements of volunteers and suggest needed changes in work style, behavior, 

standards or outcomes.

3.74 Documenting performance [Required]

Policy: The substance and outcomes of volunteer performance evaluations are 

documented by the supervisor and placed in the volunteer’s personnel file. 

Rationale: Written documentation of volunteer performance evaluations is essential 

both to allow a historical record that can be invaluable to a newly assigned 

supervisor of a volunteer and to demonstrate and justify appropriate supervisory and 

disciplinary actions in the event of legal action. Documentation should clearly show 
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areas of discussion regarding performance issues and mutually agreed-upon 

remedies and actions.

Suggested Procedure: All plans for improvement are itemized along with mutually 

agreed upon follow-up dates and procedures.

3.75 Communication with the volunteer management unit [Required]

Policy: Supervisors of volunteers maintain regular communication with the volunteer 

management department – typically the coordinator of volunteers – on the status of the 

volunteers they are supervising, and are responsible for the timely submission of all 

necessary paperwork. 

The coordinator of volunteers is informed immediately of any substantial change in the 

work or status of a volunteer and is consulted in advance before any corrective action is 

taken.

Rationale: Management of volunteers within the SMP/SHIP is a team effort among 

SMP/SHIP, VHO staff (when applicable), and the coordinator of volunteers. 

Accordingly, these parties should maintain a regular flow of communication 

regarding the status of volunteer performance and should ensure that other parties 

are immediately informed should any substantial performance issues arise.

3.76 Progressive Corrective Action [Required]

Policy: The SMP/SHIP has a written protocol for corrective action that includes a wide 

range of intervention techniques which are progressive in nature. When corrective 

action is necessary, it is positive, constructive, and success-oriented, designed to help 

volunteers whose performance and/or behavior is not meeting expectations.

The seriousness of corrective action is matched to the nature of the performance issue, 

becoming progressively more serious with either the unacceptability of the transgression 

or the repeated failure by the volunteer to improve the situation.

Rationale: Managing volunteer performance will occasionally require attempts to get 

a volunteer to modify his or her behavior. Implementing corrective action is a 

complex human resources management function that most people would rather 

avoid. 

Volunteer performance issues may range from relatively minor infractions to major 

misconduct. They may be inadvertent errors or intentional or even criminal actions. 

Given this range of extent and cause, an effective correction action system must 

include a range of intervention strategies. Continuation or repetition of a behavior a 

volunteer has already been asked to correct is not acceptable and needs to be 

communicated clearly to the volunteer.
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Consistent corrective action is more likely to be applied by supervisors if a written 

protocol is developed, listing the specific steps to be followed. They are also more 

likely to follow this protocol if they are trained in its application.

Suggested Procedures: Supervisors are trained in the constructive and respectful 

application of the corrective action process. Most often corrective action takes the 

form of a plan for change developed cooperatively between the volunteer and his or 

her supervisor.

Because corrective action is meant to be success-oriented rather than failurefocused, every effort is made to help the volunteer get back on track and stay 

involved in the program (as long as continued involvement is appropriate).

Definition - Range of Interventions: begins with the informal development of a 

performance improvement plan (involving such elements as additional training, 

coaching support from an experienced volunteer buddy, adjustment of volunteer 

duties, or re-assignment to a new role) to the more formal range of disciplinary 

techniques including warnings, suspension, or, in the absence of success through 

other methods, dismissal of the volunteer from service.

Definition - Progressive Corrective Action: begins with minor adjustments, but rises in 

seriousness with the seriousness of the volunteer’s behavior and/or if he or she fails 

to improve performance as required.

3.77 Dismissal of a volunteer [Required]

Policy: Volunteers who do not adhere to the rules, policies or procedures of the 

SMP/SHIP or who repeatedly fail to perform a volunteer assignment satisfactorily 

despite supervisory support and other corrective action interventions are subject to 

dismissal. 

The SMP/SHIP establishes grounds for dismissal of volunteers. Individual situations vary 

and supervisors and the coordinator of volunteers use discretion and good judgment in 

all decisions regarding possible volunteer dismissal. 

Rationale: The SMP/SHIP is responsible for the performance of its workforce, both 

paid and volunteer. When volunteers demonstrate a consistent unwillingness or 

inability to meet expectations regarding performance and behavior, then the 

SMP/SHIP has both the right and obligation to terminate their involvement as a 

volunteer. Establishing specific grounds for dismissal makes it more likely that 

volunteers will be aware of the seriousness of some forms of misconduct and that 

staff will consistently apply corrective actions procedures.
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Suggested Procedures: Dismissal of volunteers is typically a last resort, applied only 

when other available and appropriate corrective actions have not been successful. 

Whenever a supervisor determines that a corrective action process may ultimately 

lead to volunteer dismissal, the coordinator of volunteers is immediately notified. 

The coordinator of volunteers works with the supervisor to implement appropriate 

corrective action steps. 

The dismissal process allows volunteers the opportunity to discuss with supervisory 

staff the reasons for possible dismissal and understand that dismissal is one possible 

outcome should corrective action fail to ameliorate the situation. 

Only the coordinator of volunteers or the supervisor of the volunteer is authorized to 

make the decision to terminate a volunteer’s involvement from the SMP/SHIP and 

this decision will often involve consultation between the coordinator of volunteers 

and his or her own supervisor.

Following is a sample list of possible grounds for dismissal. This list is for illustration 

purposes and is not intended to be complete or comprehensive: 

 gross misconduct

 serious misjudgment that may undermine the SMP/SHIP’s trust in the 

volunteer, cause harm to others, or diminish public trust in the SMP/SHIP

 insubordination including failure or unwillingness to perform essential role 

responsibilities and/or accept direction from authorized SMP/SHIP 

supervisory personnel

 being under the influence of alcohol or illegal drugs while on volunteer duty 

or representing the SMP/SHIP

 dishonesty, theft or other illegal acts

 loss of license (such as driver’s license) or certification or qualification 

required to perform assigned duties

 unauthorized use or misuse of SMP/SHIP equipment or materials

 harm, abuse or mistreatment of beneficiaries, co-workers or other persons

 sexual harassment

 serious and repeated failure to abide by SMP/SHIP policies and procedures

 failure to meet physical, cognitive or emotional standards of performance

 repeated failure to satisfactorily perform assigned duties

 irresolvable conflict of interest

 serious breach of boundaries
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3.78 Immediate dismissal [Required]

Policy: Some behaviors are so unacceptable that they are simply not tolerated at the 

SMP/SHIP. Such behaviors trigger immediate dismissal of volunteers from all SMP/SHIP 

volunteer service. When there is sufficient information to indicate that the unacceptable 

behavior has taken place, the volunteer is immediately relieved of his or her duties. 

The SMP/SHIP establishes grounds for immediate dismissal. Individual situations vary 

and supervisors and the coordinator of volunteers use discretion and good judgment in 

all decisions regarding possible volunteer dismissal.

Rationale: Some performance or behavioral transgressions constitute an immediate 

threat to the well-being of the SMP/SHIP or its beneficiaries. These transgressions 

warrant an immediate response, which is commonly the immediate termination of 

the volunteer. This is an unusual occurrence but it is essential to plan for it.

Suggested Procedures: Accompanied by a SMP/SHIP supervisor, the volunteer is 

given the opportunity to collect personal belongings, turn in SMP/SHIP identification, 

and is then escorted from the premises. 

If there is some question about the unacceptable behavior, the volunteer is 

immediately suspended from her or his volunteer role(s) until an investigation is 

complete. The suspension is treated as a temporary dismissal, wherein the volunteer 

gathers his or her belongings, returns the SMP/SHIP identification and is escorted 

from the premises. In the case of a suspension pending investigation, when the 

investigation is complete the SMP/SHIP determines whether the volunteer will be 

reinstated, and if so, with what provisions, or dismissed.

Following is a sample list of possible grounds for immediate dismissal of SMP/SHIP 

volunteers. This list is for illustration purposes and is not intended to be complete or 

comprehensive:

 fraud, theft or abuse in connection with SMP/SHIP service

 serious illegal act 

 gross negligence causing bodily harm in connection with SMP/SHIP volunteer 

service

 breach of confidentiality 

 reporting for volunteer service in an impaired condition resulting from the 

use of alcohol or illegal drugs

 violence in the workplace
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3.79 Notice of departure of volunteer [Required]

Policy: When a volunteer departs from the SMP/SHIP, whether voluntarily or 

involuntarily, or is re-assigned to a new role, the coordinator of volunteers provides 

written notice of such to all affected SMP/SHIP clients and personnel (paid and unpaid). 

Rationale: Volunteers interact and work with SMP/SHIP staff and beneficiaries and 

may from time to time be assigned to a specific beneficiary for ongoing counseling. 

Where a volunteer who is leaving the program (for whatever reason) had close 

working relationships in their volunteer role, discrete notice of the departure should 

be provided to all affected parties. If the volunteer is reassigned to a new role, those 

with whom they previously worked should be advised so that future communication 

with the volunteer is restricted, as needed, to the boundaries of the new position. 

3.80 Reassignment of work and cessation of work relationships [Required]

Policy: When a volunteer is dismissed, the working relationship to the SMP/SHIP 

program, its services, personnel and beneficiaries is irrevocably severed. Volunteers are 

informed that further SMP/SHIP program- or service-related functioning along with 

connections with SMP/SHIP personnel, partners and beneficiaries cease upon dismissal.

Rationale: Beneficiaries working with a dismissed volunteer may be under the 

impression that the volunteer is still serving on behalf of the SMP/SHIP and that the 

SMP/SHIP is still supervising the volunteer and the relationship. To avoid this 

situation the SMP/SHIP should take immediate and proactive steps to inform the 

beneficiary(ies) of the change in status and quickly link them with replacement 

volunteers. This action is particularly important when a volunteer has been dismissed 

for cause.

Suggested Procedures: Any active work relationships with beneficiaries or open cases 

are immediately reassigned. The beneficiary is informed in writing of the 

reassignment of his or her case. Information regarding departure of the volunteer is 

provided in the briefest of terms as the reason for the reassignment. 

All due caution is exercised to protect the rights, dignity and confidentiality of the 

volunteer. 

Where a dismissed volunteer is in an ongoing relationship with a beneficiary(ies) it is 

made clear to the beneficiary(ies) in writing that the volunteer is no longer a 

representative of SMP/SHIP, that the SMP/SHIP is neither monitoring nor responsible 

for any future actions of the volunteer, and the beneficiary(ies) is (are) cautioned to 

discontinue any SMP/SHIP-related contact with the volunteer.
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3.81 Performance management review and appeals procedures [Required]

Policy: The SMP/SHIP has a corrective action review and appeals procedure in place. 

Volunteers are made aware of the appeals procedure upon acceptance into volunteer 

service. 

Rationale: Significant performance management issues, especially those that result in 

dismissal of a volunteer, are serious actions and warrant adequate processes through 

which the volunteer may ask for review and reconsideration of the decision. Allowing 

volunteers to seek additional consideration of their situation respects their rights.

Suggested Procedure: Decisions involving serious and formal corrective action, 

including dismissal of a volunteer, are reviewed for appropriateness by the 

coordinator of volunteers, often in consultation with his or her own supervisor. 

3.82 Grievance/complaint procedure [Required]

Policy: Volunteers with complaints or grievances with staff, other volunteers, 

beneficiaries or partner organizations communicate these to their supervisor. If the 

complaint involves the volunteer's own supervisor, the volunteer conveys the complaint 

to the next person in the chain of command at the SMP/SHIP, typically the coordinator 

of volunteers. All complaints will be treated as confidential. 

Rationale: The right of volunteers to fair and equitable treatment demands that they 

have the opportunity to formally bring grievances or complaints to the attention of 

the SMP/SHIP.

Suggested Procedures: Every effort is made by the supervisor/ coordinator of 

volunteers to achieve speedy and effective resolution of the situation and the 

volunteer is kept informed of the progress of this effort. 

The final decision regarding resolution and related action rests with the SMP/SHIP, 

typically the coordinator of volunteers.

3.83 Investigation of outside complaints [Required]

Policy: The SMP/SHIP has a process for investigating and resolving complaints from 

beneficiaries and other outside parties against volunteers.

Rationale: From time to time accusations or complaints may be lodged by 

beneficiaries or outside parties against volunteers. The SMP/SHIP is obligated to 

follow up on these accusations and attempt to determine whether they have 

substance. A formal process will guide the response and ensure fairness and 

equitable application of the policy.
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3.84 Resignation [Required]

Policy: Volunteers may resign from their volunteer service with the SMP/SHIP at any 

time and for any reason. 

Volunteers who intend to resign provide as much advance notice of their departure as 

possible along with the reason for their decision.

Beneficiaries working with the volunteer should be informed in writing of the 

assignment of a new volunteer to their case.

At the time of resignation volunteers should turn in all identification and other property 

or materials belonging to the SMP/SHIP to their designated supervisor.

3.85 Volunteers Aging in Place [Recommended]

Policy: The commitment of SMP/SHIP volunteers occasionally leads to volunteers who 

attempt to continue providing service even when their capacities have diminished to a 

point where quality of service and safety become issues.

To address this issue, each SMP/SHIP shall establish a protocol for addressing the 

suitability of continued volunteer service. 

Rationale: While valuing the commitment of these volunteers, SMP/SHIP recognizes 

that a time may come of all volunteers when continued service is not a wise choice 

for the volunteers, for the SMP/SHIP program or for program beneficiaries.

Suggested Procedures: The following apply to a protocol for addressing suitability:

 The protocol shall ensure that the prior service of the volunteer is honored. 

The attempts of the volunteer to continue to provide service will be 

respected since the diminishing of their abilities is through no fault of their 

own.

 All attempts shall be made to find alternate methods for the volunteer to 

provide service to the SMP/SHIP. These attempts may include changes in 

volunteer role, partnering with other volunteers or other enabling 

techniques.

 Volunteers will be encouraged to undertake their own self-assessment of 

capacity and to seek counsel from their own support network, such as family 

members and others who might provide objective information regarding 

continued volunteering.

 Volunteer supervisors should support the decision of volunteers to resign and 

shall indicate that this does not imply that the volunteers are letting the 

SMP/SHIP program down or failing to meet their commitment.
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In situations where the volunteer has exhibited diminishing capacity that significantly 

affects their ability to perform volunteer service and where the volunteers does not 

choose to resign voluntarily the SMP/SHIP shall take unilateral action to initiate 

retirement of the volunteer and honor the service they have provided.

3.86 Exit interviews [Recommended]

Policy: Exit interviews, where possible, are conducted with volunteers who are leaving 

their roles. 

Rationale: Information obtained from departing volunteers may provide insights into 

both the strengths and weaknesses of the SMP/SHIP volunteer program. Efforts 

should be made to collect this information. It is also possible that a volunteer only 

wishes to separate themselves from the SMP/SHIP for a temporary period, in which 

case efforts should be made to reconnect with them at a future time.

Suggested Procedures: The interview ascertains why the volunteer is leaving the role, 

elicits suggestions the volunteer may have to improve the role or SMP/SHIP service, 

and, where appropriate, the possibility of involving the volunteer in some other 

capacity with the SMP/SHIP in the future.

Volunteer Behavior, Performance and Roles

3.87 Clarification of meaning [Required]

Policy: It is the volunteer’s responsibility to seek clarification about policies, as needed. 

Not understanding a policy is not acceptable grounds for failure to comply.

Suggested Procedures: Questions from volunteers regarding interpretation of 

policies should be addressed to the volunteer’s supervisor for clarification, who will 

then consult with the SMP/SHIP coordinator of volunteers. Matters not specifically 

covered in these policies are determined by the coordinator of volunteers. 

3.88 Volunteer conduct [Required]

Policy: SMP/SHIP volunteers perform their duties in an objective, timely and 

conscientious manner. They at all times act in a knowledgeable manner, consistent with 

their training and these policies. 

Rationale: SMP/SHIP volunteers are agents of the program. Volunteer presentation 

and performance reflect positively on the SMP/SHIP, enhancing its integrity, 

reputation, and credibility.
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Suggested Procedure: The coordinator of volunteers, volunteer supervisors, and all 

other SMP/SHIP team members support appropriate volunteer conduct by ensuring 

that SMP/SHIP volunteers feel safe, prepared, supported and competent in the 

fulfillment of their responsibilities.

3.89 Boundaries and ethics [Required]

Policy: The SMP/SHIP clearly communicates role boundaries to volunteers. Volunteers 

recognize and respect the limits of their skills and abilities, and the boundaries and 

limitations of their role. If a volunteer is in doubt regarding the limitations of their role,

no action is taken until direction on the matter is received from the volunteer’s 

supervisor, the coordinator of volunteers, or another authorized SMP/SHIP 

representative.

Rationale: Boundary breaches can be a very serious matter. Volunteers need to 

know what kinds of actions and behavior are outside their assigned role.

Suggested Procedures: Boundaries are communicated through a range of 

mechanisms including, but not limited to, role descriptions, performance standards, 

orientation, training, on-the-job training, ongoing training, volunteer supervision and 

support, performance evaluation, and, as needed, corrective action.

Definition: All volunteer roles have not only responsibilities, but limits to those 

responsibilities (i.e., boundaries).

3.90 Provision of service [Required]

Policy: Volunteers provide service in a responsible and objective fashion, without regard 

to the background or characteristics of beneficiaries. 

Volunteers provide current and accurate information and seek additional assistance or 

information when in doubt or when specialized knowledge or expertise is required. 

Volunteers do not recommend or endorse specific services, providers or products to 

beneficiaries. Volunteers do not make plan choices or decisions for beneficiaries.

3.91 Representation of the SMP/SHIP [Required]

Policy: Volunteers are agents of the SMP/SHIP while functioning in their assigned 

volunteer roles. Volunteers are not spokespersons for the SMP/SHIP in any formal sense

and do not represent themselves as such. 

Rationale: Volunteers are authorized to act as representatives of the SMP/SHIP only 

as clearly and specifically prescribed by their role descriptions and only to the extent 

of such written specifications. 
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Suggested Procedures: Volunteers do not say anything or act in any way that might 

obligate the SMP/SHIP or be construed as a formal SMP/SHIP role. This applies to all 

oral and written communications, including online statements in social media or 

other forums.

Prohibited actions in this regard include, but are not limited to:

 public statements that might in any way be construed as originating from or 

representing the SMP/SHIP

 statements to the press regarding anything pertaining to the SMP/SHIP or the 

volunteer’s service with the SMP/SHIP

 lobbying efforts with other organizations, governments or other entities

 collaborations or joint initiatives not clearly authorized in advance by the 

SMP/SHIP

 any agreements, undertakings or contractual obligations on behalf of the 

SMP/SHIP 

 online statements in social media or other forums that might be construed as 

officially representing the SMP/SHIP

3.92 Identification [Recommended]

Policy: SMP/SHIP volunteers are provided identification that establishes their affiliation 

with SMP/SHIP. Volunteers carry with them their SMP/SHIP identification while engaged 

in the business of the SMP/SHIP. Volunteers use the identification only when 

undertaking official and authorized SMP/SHIP duties.

Suggested Procedures: This identification is the property of the SMP/SHIP and is 

subject to corrective action, up to and including dismissal, for improper or 

unauthorized use. The identification is returned to SMP/SHIP in a timely manner 

when the volunteer’s service to the SMP/SHIP terminates, whether voluntarily or 

involuntarily.

3.93 Use of SMP/SHIP affiliation [Required]

Policy: Volunteers may not use their affiliation with SMP/SHIP in connection with 

partisan politics, religious matters, business dealings or community issues. Volunteers do 

not sell, recommend, or endorse any specific insurance or medical product, agent or 

company, or promote religious or political beliefs, perspectives or practice.

Rationale: Volunteers perform their role with the SMP/SHIP exclusively to serve the 

interests and purposes of the SMP/SHIP. Volunteers are not allowed to use their 

affiliation with the SMP/SHIP to serve any other personal interest and may especially 

not utilize their SMP/SHIP affiliation to engage in partisan politics, religious 

proselytizing, business dealings, or other activities not directly related to performing 
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service for the SMP/SHIP. Be aware that many volunteers may violate this policy 

unintentionally, believing that they are simply being helpful. This may occur, for 

example, when volunteers identify themselves in public as SMP/SHIP volunteers and 

then proceed to: 

 give a personal opinion 

 offer helpful suggestions having nothing to do with their SMP/SHIP role

 recommend a course of action that either violates the values of the SMP/SHIP 

or is clearly outside of the purview of the SMP/SHIP program.

3.94 Confidentiality [Required]

Policy: Volunteers are responsible for maintaining the confidentiality of all proprietary or 

privileged information to which they are exposed while serving as a volunteer, whether 

this information involves a member of staff, a volunteer, a beneficiary or other person, 

or involves the overall business of the SMP/SHIP. 

Volunteers take all steps necessary to safeguard the confidentiality of all SMP/SHIP and 

beneficiary related information and to prevent personal information of beneficiaries 

from falling into the possession unauthorized persons. 

Volunteers use any information collected or obtained in their course of their SMP/SHIP 

work only to assist the beneficiary or otherwise fulfill volunteer role responsibilities. No 

information collected or obtained in the course of SMP/SHIP work is disclosed other 

than when clearly approved by an authorized SMP/SHIP representative. 

There is zero tolerance for breaches of confidentiality in connection with work at the 

SMP/SHIP.

Rationale: Confidentiality related to SMP/SHIP service delivery is a matter of highest 

importance. Even small breaches may cause harm to beneficiaries and/or to other 

persons, and are subject to serious consequences up to and including dismissal.

While volunteering for the SMP/SHIP, volunteers may become aware of private 

information about beneficiaries. This may be health/Medicare related or information 

of an otherwise personal nature. 

Suggested Procedures: Volunteers sign a confidentiality agreement and full 

compliance with the agreement is a condition of continued involvement in SMP/SHIP 

volunteer service. Volunteers are informed on this agreement that a breach of 

confidentiality is grounds for dismissal.

3.95 Dress code [Recommended]

Policy: As representatives of the SMP/SHIP, volunteers, like staff, are responsible for 

presenting a good image to beneficiaries and to the community. Volunteers dress 
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appropriately for the conditions and the nature of their volunteer duties, maintaining a 

high standard of personal appearance, hygiene and grooming at all times.

Rationale: The SMP/SHIP program will be judged by the public in part by the 

appearance and demeanor of the volunteers who act on its behalf. Accordingly, 

volunteers must comport themselves in a way that best represents the SMP/SHIP, 

including maintaining appropriate dress for the conditions and performance of their 

volunteer roles.

3.96 Recording of volunteer time and activity [Required]

Policy: Volunteers accurately complete and submit required information on their 

volunteer activity on a timely basis. This may include timesheets, client or media 

contacts and other reports.

3.97 Absenteeism [Required]

Policy: Volunteers are expected to be reliable and punctual. When expecting to be 

absent from a scheduled duty, volunteers inform their staff supervisor as far in advance 

as possible so that alternate arrangements may be made. 

It is neither the responsibility nor the right of volunteers to find or assign an alternate 

person to perform their work.

Rationale: Because their work is so vital to the achievement of the SMP/SHIP 

mission, dependability is important among SMP/SHIP volunteers. A volunteer who is 

not able to meet a commitment should never think that it is their responsibility to 

find a replacement; such action is the responsibility of the supervisor of that 

volunteer.

Suggested Procedure: Frequent absenteeism results in a review of the volunteer’s 

work assignment or term of service.

3.98 Harassment [Required]

Policy: The SMP/SHIP is committed to providing a safe and respectful work environment 

for all personnel and beneficiaries. No one has to put up with harassment for any 

reason, at any time. No one has the right to harass anyone else, at the SMP/SHIP 

workplace or in any situation related to SMP/SHIP programs and services.

The SMP/SHIP treats all complaints of harassment seriously, whether they are made 

informally or formally. Action is taken on all complaints to ensure that they are resolved 

quickly, confidentially, and fairly. Corrective action will be taken with anyone who has 

harassed a person or group of people.
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All SMP/SHIP supervisors have a responsibility to stop harassment. Everything is done to 

stop it as soon as it is detected, whether or not a complaint has been made. Appropriate 

corrective action and disciplinary measures are taken where harassment has occurred. 

Volunteers report to their staff supervisor immediately if they are made to feel 

uncomfortable on the job through any behaviors or comments of beneficiaries, staff or 

other volunteers.

3.99 Drugs and alcohol [Required]

Policy: The SMP/SHIP operates a work environment that is free of alcohol and drug 

use/abuse. This is a zero tolerance policy. Non-compliance is grounds for immediate 

dismissal.

The possession or consumption of alcohol or illicit drugs, or the misuse of prescription or 

"over the counter" drugs is prohibited on SMP/SHIP premises or work sites, or in 

circumstances deemed by the SMP/SHIP to present a serious risk to the interests of the 

SMP/SHIP in terms of volunteer, paid staff, beneficiary or public safety, service quality, 

or the organization’s reputation. Volunteers do not use, possess, transfer, distribute, 

manufacture, or sell alcohol or any illegal drug while on SMP/SHIP property, while on 

duty, or while operating a vehicle on duty or while driving to or from an SMP/SHIP 

worksite. 

Volunteers taking legal medication, whether or not prescribed by a licensed medical 

practitioner, that affects or impairs judgment, coordination or perception so as to 

adversely affect ability to perform work in a safe and productive manner, notifies their 

supervisor prior to engaging in SMP/SHIP work.

Rationale: Volunteers reporting for duty are expected to be able to perform assigned 

duties safely and acceptably without any limitations due to the use or after-effects of 

alcohol, illicit drugs, non-prescription drugs, or prescribed medications or any other 

substance. 

Suggested Procedures: When volunteers report impairments as a result of legal 

medication, the supervisor determines whether the volunteer can remain at work or 

whether work restrictions are required. This may include consultation with a medical 

professional about the individual’s ability to perform volunteer work as assigned.

3.100 Acceptance of gifts [Required]

Policy: SMP/SHIP volunteers do not accept gifts from beneficiaries, their families, 

caregivers, or other representatives. Any such offerings are respectfully and tactfully 

declined, citing, as needed, this policy as the basis for their action. 
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Rationale: Acceptance of personal gifts by SMP/SHIP volunteers is prohibited to 

prevent, and prevent the perception of, exploitation of SMP/SHIP beneficiaries and 

their families and caregivers and to protect both the reputation of the SMP/SHIP and 

its volunteers from accusations of favoritism or personal gain. The work of SMP/SHIP 

volunteers often engenders gratitude among beneficiaries. It is understandable that 

some SMP/SHIP clients and those who care for them wish to express their 

thankfulness through gifts to the people who have been so helpful; however, the 

SMP/SHIP provides services to beneficiaries without compensation. 

Definition: For this policy, gift is broadly defined to include any payment, distribution, 

transfer, loan, advance, deposit, gift or other rendering of money, property, services 

or anything else of value, whether tangible or intangible. Gifts include but are not 

limited to material goods, money in any form, valuables, jewelry, wedding gifts, 

tickets to sporting events and entertainment, and travel. Meals provided during 

events are not considered gifts for the purposes of this policy.

3.101 Acceptance of honoraria [Required]

Policy: Honoraria offered to SMP/SHIP volunteers are respectfully and tactfully declined, 

citing, as needed, this policy as the basis for their action. Honoraria which is given to the 

SMP/SHIP program may be accepted by the volunteer on behalf of the SMP/SHIP.

Rationale: It is not appropriate for SMP/SHIP volunteers to benefit materially from 

their work duties.

Definition: SMP/SHIP volunteers perform work functions (e.g., speeches, 

presentations, training, etc.) which may, from time to time, attract honoraria. 

Exempted from this policy are one-time speaker’s gifts that can reasonably be 

regarded as small or token and where the nominal value received by any one person 

is under $15.00.

3.102 Reimbursement of expenses [Recommended]

Policy: Volunteers may be eligible for reimbursement of reasonable expenses incurred 

while undertaking volunteer work for the SMP/SHIP. Approval is received prior to any 

major expenditure.

Rationale: Volunteers who incur expenses related to volunteering should be offered 

reimbursement by the SMP/SHIP, subject to the prior-approval of the SMP/SHIP.

Suggested Procedures: The coordinator of volunteers distributes information to all 

volunteers regarding specific reimbursable items and the process for receiving 

reimbursement. 
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3.103 Access to SMP/SHIP property and materials [Required]

Policy: As appropriate, volunteers have access to property of the SMP/SHIP and those 

materials and equipment necessary to fulfill their duties. 

Volunteers receive training in the operation of any work-related equipment and have 

the same responsibilities as paid staff regarding the safe use and maintenance of 

SMP/SHIP equipment and materials. 

SMP/SHIP property and materials are used only when directly required for the volunteer 

task. 

3.104 Relationships with beneficiaries [Required]

Policy: Volunteer relationships with beneficiaries have the same boundaries as those 

between paid staff and beneficiaries. It is appropriate to be friendly, courteous, and 

caring but it is not appropriate to become friends with beneficiaries, their family 

members or others connected to the delivery of service. Friendships with beneficiaries 

can lead to unclear boundaries, inappropriate expectations, the appearance of 

favoritism or exploitation, and conflicts of interest. 

Invitations to SMP/SHIP volunteers from beneficiaries to spend personal time together 

or to engage in other than SMP/SHIP business are declined respectfully, citing, as 

needed, this policy as the basis for their action. 

Volunteers treat all beneficiaries with courtesy and respect. Volunteers respect the 

personal boundaries of beneficiaries and govern their physical behaviors accordingly.

Rationale: The beneficiaries that are served by the SMP/SHIP can be isolated, lonely, 

and particularly vulnerable to abuse and exploitation. For this reason, it is important 

that SMP/SHIP volunteers take great care in managing their relationships with 

beneficiaries they meet and serve through their involvement at the SMP/SHIP.

Relationships with beneficiaries are of potentially high risk for the beneficiary, the 

volunteer, and the SMP/SHIP. Volunteers, due to the nature of their service, are 

prone to forming both professional and personal bonds with beneficiaries. Volunteers 

must keep these relationships within acceptable boundaries, maintaining a climate of 

care and courtesy but at the same time respecting the privacy of the beneficiary. 

Suggested Procedures: Volunteers normally do not manage relatives’ or friends’ 

complex cases or complaints. If such a request is received by a volunteer from one of 

her or his relatives, friends or close acquaintances, the volunteer reports this to the 

coordinator of volunteers who may assign the case/inquiry to another volunteer or 

paid staff. 
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Volunteers who identify needs of beneficiaries outside the boundaries of their own

volunteer role (e.g., financial, health care, household assistance, transportation, etc.) 

bring these needs to the attention of the coordinator of volunteers for referral to 

appropriate community services. Volunteers should not try to meet those needs 

themselves.

3.105 Financial transactions with clients [Required]

Policy: SMP/SHIP volunteers do not enter into financial transactions with beneficiaries, 

their family members or caregivers, either lending or borrowing in either direction. 

Suggested Procedure: If clients are in immediate financial need, the coordinator of 

volunteers is notified and referral is made to appropriate community services.

3.106 Political issues [Required]

Policy: Volunteers do not engage in political activities, campaigning or lobbying during 

volunteer hours. While on SMP/SHIP duty, volunteers do not:

 publicly express their personal opinions regarding political issues

 display or distribute political signs or materials either on their person or at work 

sites 

 solicit or accept contributions for political purposes during volunteer hours. 

Rationale: The SMP/SHIP is nonpartisan in its operations and services. Volunteers are 

responsible for maintaining this nonpartisan stance while performing SMP/SHIP

duties.

3.107 Cultural sensitivity [Required]

Policy: Volunteers are trained in the norms of identified consumer groups/cultures.

Volunteers demonstrate a respect for the norms and cultures of beneficiaries with 

whom they work and are sensitive to consumers’ beliefs, traditions and lifestyles.

Because excellent communication is a key to success in most SMP/SHIP volunteer roles, 

volunteers are placed according to their ability to communicate effectively with 

beneficiaries and participants from diverse populations.

Rationale: The level of cultural awareness in SMP/SHIP directly affects both the 

quality of work with individual beneficiaries and the effectiveness of SMP/SHIP in 

working with communities. The SMP/SHIP must be, and must be perceived to be, a 

respectful member of the communities it serves. This requires volunteers to be 

knowledgeable regarding different cultures and to strive at all times to show respect 

for these cultures.
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Suggested Procedure: More in-depth specialized cultural sensitivity training may be

provided to specialist volunteers who are designated to work with specific 

beneficiary populations.

3.108 Labor actions [Required]

Policy: When a worksite is affected by a labor dispute, the coordinator of volunteers, in 

consultation with SMP/SHIP management, determines whether it is appropriate for 

volunteers to continue their duties at the SMP/SHIP worksite and/or in alternate 

settings. 

Where it is determined that volunteers may continue their duties, no pressure or 

judgment is placed on volunteers who choose not to volunteer for the duration of the 

dispute. 

When volunteers do stay involved during a labor dispute, they undertake only their

regularly assigned duties and are not asked to, or of their own initiative, perform any 

additional duties.

Rationale: Some SMP/SHIP workplaces are unionized, and from time to time tension 

may arise in regard to labor relations.

Retention and Recognition

3.109 Recognition [Required]

Policy: The SMP/SHIP has a system for recognizing and rewarding the work done by 

volunteers, both individually and collectively. 

Rationale: While recognition is not the sole factor in volunteer retention, it is an 

important one. In fact, for volunteers, recognition is the equivalent of a paycheck. 

Volunteers deserve appropriate praise and recognition for their work, delivered both 

formally and informally. A formal volunteer recognition system provides an official 

means for the SMP/SHIP to recognize the contribution of volunteers.

Suggested Procedures: This system, including criteria, timing and process, is 

explained to all volunteers upon acceptance into service. The recognition system is 

broadly constructed so as to allow recognition of all forms of volunteer contribution 

and achievement, not just the quantity of volunteer time donated. Staff and 

volunteers are consulted to identify those deserving of any special recognition or 

awards.

3.110 Informal recognition [Required]

Policy: Paid staff and volunteers responsible for volunteer supervision provide 

recognition of volunteer service on a regular and frequent day-to-day basis. 
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Rationale: Formal volunteer recognition systems are not as powerful as the day-today appreciation expressed by a volunteer’s co-workers and supervisor. This 

recognition will shape the experience of a volunteer and can provide a powerful 

motivating force.

Definition: Methods of informal recognition range from simple “Thank You’s” to a 

concerted effort to include volunteers as full participants in decision-making and 

implementation of volunteer projects and activities.

3.111 Volunteer career paths [Recommended]

Policy: Volunteers are encouraged to develop their skills while serving with the 

SMP/SHIP. 

Rationale: Long-term volunteers will often wish to “progress” during their 

participation, moving to different volunteer roles and sometimes accepting 

increasing levels of responsibility. Volunteers with this motivation are often 

extremely valuable because their contribution usually occurs over a long period of 

time and their performance is commonly exemplary. Investing in these volunteers is 

a wise practice. Keep in mind that for older volunteers, continuous learning 

opportunities are a powerful motivator.

Suggested Procedures: Upon request, volunteers are assisted, through promotion to 

new volunteer roles, to assume additional and greater responsibilities. 

If so desired by the volunteer, the SMP/SHIP assists the volunteer in maintaining 

appropriate records of volunteer experience that will assist the volunteer in future 

career opportunities, both paid and volunteer.

Definition: Mapping out how volunteers might grow and develop in their SMP/SHIP 

involvement is one kind of career path. Another is moving from volunteering into 

paid employment.

3.112 Feedback on results [Required]

Policy: Whenever possible, volunteers are provided feedback on the results of their 

work, including data on volunteer contributions that allow the SMP/SHIP to meet its 

service goals.

Rationale: Volunteers do not volunteer simply to fill an empty space on their 

calendar; they volunteer to make a contribution to their community, to make a 

difference in someone’s life. Accordingly, informing volunteers as to the extent and 

significance of their contributions is an important means of recognition and can 

dramatically increase volunteer retention.
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3.113 Paid staff recognition [Recommended]

Policy: Recognition systems reward paid staff who work effectively with volunteers, and 

the coordinator of volunteers consults with volunteers and paid staff supervisors to 

identify supervisory personnel deserving of special recognition and awards for successful 

efforts in support of volunteers.

Rationale: One means of encouraging staff to work more effectively with volunteers 

is to recognize those staff who do a particularly good job involving volunteers.

Volunteer/Paid Staff Relationships

3.114 Volunteer-paid staff relationships [Required]

Policy: Volunteers and paid staff are partners in implementing the mission and programs 

of the SMP/SHIP, with each having an equal but complementary role to play. Each 

partner understands and respects the needs and abilities of the other.

Paid staff do not make unreasonable demands on volunteers or request that volunteers 

exceed the boundaries of the role description or the limits of their individual capacity.

Suggested Procedure: These concepts should be firmly communicated in orientation 

sessions for new staff and volunteers.

3.115 Identifying paid staff responsibility for volunteer management in role

 descriptions [Recommended]

Policy: Paid staff who have responsibility for supervising volunteers have this 

responsibility clearly identified in their role description, including how such responsibility 

is to be evaluated in their own performance assessment. 

Rationale: The effectiveness of the volunteer program is dependent upon support 

and cooperation of every member of the paid staff.

Suggested Procedure: When volunteers are supervised by more than one staff 

member, supervisors coordinate their efforts to provide uniform and consistent 

practices and procedures.

3.116 Filling paid staff roles that supervise volunteers [Recommended]

Policy: Where a paid staff role includes responsibility for working with volunteers, 

previous experience in working with volunteers is a key consideration in hiring into that 

role. 
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Rationale: An SMP/SHIP can either train its staff in volunteer management or hire

new staff based on their previous experience in working with volunteers. Hiring 

experienced staff is often cheaper and more expedient. 

Suggested Procedure: This responsibility is clearly identified in role announcements.

3.117 Responsibilities of supervisors of volunteers [Required]

Policy: Staff persons who supervise volunteers provide oversight similar to that provided 

to paid employees. 

Rationale: Like all workers, volunteers benefit from supervision. 

Suggested Procedures: Supervisors exercise primary responsibility for developing 

suitable assignments for volunteers, for involving them in the communication flow of 

the SMP/SHIP, and for providing feedback regarding their work. 

Supervisors are familiar with the information and record keeping requirements of 

volunteer service and assist in maintaining complete and current volunteer records.

Definition: Volunteer supervisors are responsible for day-to-day management and 

guidance of volunteers’ work and are available to volunteer for consultation and 

assistance.

3.118 Status of supervisors [Recommended]

Policy: Paid staff who supervise volunteers are accorded the same status and privileges 

as those who supervise paid employees. This includes the ability to participate in training 

to improve their supervisory and volunteer program management skills.

Rationale: Because the role of volunteer supervisor can be as demanding and 

specialized as that of a supervisor of paid staff, both deserve recognition for their 

expertise and achievements. This practice sends a clear message to both paid staff 

and volunteers as to the significance and value placed by the SMP/SHIP on effective 

volunteer supervision.

3.119 Acceptance of volunteers by staff [Recommended]

Policy: Volunteers are not assigned to work with a paid staff person without the latter's 

consent. 

Rationale: Individual paid staff persons are in a better position to determine the 

requirements of their work and their own managerial abilities. Effective volunteer 

involvement requires the willing consent and participation of paid staff; volunteers 
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will quickly identify resistance and/or resentment and their performance will decline 

accordingly.

Suggested Procedures: Since volunteers are a valuable resource in the 

accomplishment of the SMP/SHIP mission, paid staff are encouraged to develop 

creative ways in which volunteers might be of service to the SMP/SHIP and to consult 

with the coordinator of volunteers if they need assistance or additional training. 

Assignment of volunteers to individual paid staff or projects is at the discretion of the 

coordinator of volunteers.

3.120 Volunteer management training for members of staff [Required]

Policy: An orientation to working with volunteers is provided to all paid staff at the 

SMP/SHIP. 

Rationale: Many staff will have subject-matter expertise other than that required for 

working with volunteers. All staff members should receive an overall orientation to 

the volunteer program because volunteers are an essential component of the 

SMP/SHIP.

Suggested Procedures: More in-depth in-service training on effective volunteer 

management is provided to paid staff that work closely with and/or directly 

supervise SMP/SHIP volunteers.

3.121 Volunteer involvement in staff evaluation [Recommended]

Policy: Paid staff that work closely with or supervise volunteers have those functions 

assessed as part of their performance evaluation. Volunteer input is invited into this 

process.

3.122 Evaluation of volunteer/paid staff teams [Recommended]

Policy: Where volunteers and paid staff work together, individuals are evaluated on 

their own performance as well as on their ability to develop effective working 

relationships with other team members. 

Section 4.0: Information Technology

4.1 Information procedures [Required]

Policy: The SMP/SHIP has in place an information management protocol that outlines 

procedures to control volunteer access to and use of beneficiary information and the safe 

operation of computers used to collect and store program and beneficiary information. 
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The protocol also specifies appropriate and inappropriate use of SMP/SHIP computers by 

volunteers. 

Rationale: Having an information management protocol ensures the safe handling,

transmission, and storage of clients’ sensitive personal identifying information and

protected personal and health information (see definitions, below). In the course of 

conducting SMP/SHIP work, volunteers may gain access to Medicare numbers, Social 

Security numbers, birth dates, medical records, and financial information in

combination with names, addresses, and telephone numbers and other sensitive

information.

Suggested Procedures: Volunteers are trained in this protocol, including data 

collection, entry, transport, protection and disposal. Reasonable accommodations 

are made for volunteers with disabilities.

4.2 Internet protocol [Required]

Policy: The SMP/SHIP has a protocol for use of the Internet, covering e-mail use and 

appropriate access to web sites.

The SMP/SHIP has in place a protocol and appropriate training for volunteers who use 

wireless devices to connect to the Internet while performing SMP/SHIP work.

The SMP/SHIP has a protocol and appropriate training for volunteers who make use of 

their personal computers while performing SMP/SHIP work.

Rationale: The main reason for having an internet protocol is to ensure the safe 

electronic transmission of clients’ sensitive personal identifying information and 

protected personal and health information between volunteers, clients, and other 

SMP/SHIP staff. Other reasons for establishing an Internet protocol are to:

 Raise awareness among volunteers and paid staff of their roles in protecting 

the privacy of SMP/SHIP clients through appropriate use of the Internet.

 Prevent identity theft that can result from information security breaches 

through the use of spyware and hacking. 

 Prevent breaches that could expose the organization to fines for violating 

state privacy protection laws or to lawsuits for failure to properly safeguard 

protected information.

4.3 Reporting stolen or lost consumer information [Required]

Policy: If data is misplaced or stolen, volunteers immediately notify their SMP/SHIP 

supervisor so that appropriate notification can be made to affected beneficiaries and 

authorities, and future safeguards are instituted as appropriate.
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Rationale: No matter how diligent volunteers may be there remains a possibility that 

data will be misplaced or stolen. Common consideration, along with privacy 

protection and security breach laws, require organizations to promptly notify 

persons whose protected personal information has been stolen or lost. This enables 

the affected person to take action as appropriate to mitigate the loss. Another 

reason to notify affected persons is to rebuild trust through transparency.

4.4 SMP/SHIP reporting software use [Required]

Policy: All of the information security policies related to general computer and internet use 

also apply to SMP/SHIP national data reporting software use. 

Rationale: ACL requires the SMP/SHIP program to report performance data into the 

SMP/SHIP national data reporting system. The SMP/SHIP data reporting system 

contains sensitive personal identifying information and protected personal and 

health information that must be protected.

Suggested Procedures: Volunteers who report into the ACL system are given their 

own user account and do not share these with other SMP/SHIP staff or volunteers. 

When any volunteer with a user account leaves the SMP/SHIP, their user account is 

immediately disabled by the SMP/SHIP.

4.5 Use of social media by volunteers [Required]

Policy: Social media should be used responsibly by volunteers. The same principles and 

policies that apply to volunteer behavior in any volunteer role also apply to all activities 

online. 

Rationale: Ultimately volunteers are responsible for what they post online, not the 

SMP/SHIP. However, irresponsible use of social media by a SMP/SHIP volunteer can 

harm the SMP/SHIP program they serve. SMP/SHIP believes that social media, when 

used appropriately, can be a powerful tool to increase awareness, support and sense 

of community. We believe that a thoughtful approach to online activity (on blogs, 

social networking, link-sharing, etc.) can enhance the reputation of SMP/SHIP and 

help recruit needed supporters and volunteers.

Suggested Procedures: The following guidelines apply to all volunteer use of social 

media:

 Be transparent. Always identify yourself and your role with SMP/SHIP. 

Remember to state that your views do not represent those of SMP/SHIP 

unless you have obtained specific approval.

 Be respectful and considerate of others. Do not post disparaging or 

defamatory statements about SMP/SHIP or other organizations, staff, 

volunteers, beneficiaries or other parties.
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 Be honest and accurate and avoid spreading rumors based on lack of 

information.

 Don’t reveal confidential information about SMP/SHIP or beneficiaries.

 Never discuss online any identifiable details on a current or past case or 

beneficiary.

 Separate any social media communications related to SMP/SHIP from your 

own personal social media communications. Set up separate accounts for 

discussions of your SMP/SHIP activity and your personal and family social 

media interactions.

 If you are concerned about the appropriateness of any statement or online 

activity discuss it first with your supervisor.

 If you see content in social media that reflects poorly on SMP/SHIP please 

report it to your supervisor.

Failure to utilize social media appropriately can lead to disciplinary action.

Definitions of Terms

Harassment

Harassment is any behavior that demeans, humiliates, or embarrasses a person, and that a 

reasonable person should have known would be unwelcome. It includes actions (e.g. touching, 

pushing), comments (e.g. jokes, name-calling), or displays (e.g. posters, cartoons). It may be a 

single incident or continue over time. Harassment is also a breach of human rights on protected 

grounds such as race, religion, color, national origin, gender, gender identity, sexual orientation

ancestry, mental or physical disability, medical condition, disability, political activity, marital 

status, or age. 

Disrespectful behavior, also known as "personal" harassment, is prohibited at the SMP/SHIP. 

While it also involves unwelcome behavior that demeans or embarrasses someone, the 

behavior is not based on one of the prohibited grounds named above. 

Abuse of authority, also prohibited at the SMP/SHIP, occurs when a person uses authority 

unreasonably to interfere with a person or their work. It includes humiliation, intimidation, 

threats, and coercion. It does not include normal managerial activities, such as counseling, 

performance evaluation, and discipline, as long as these are not being done in a discriminatory 

manner. 
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Human rights

Human rights are considered inherent to all human beings, and generally include the following 

areas: race, religion, color, national origin, gender, gender identity, sexual orientation ancestry, 

mental or physical disability, medical condition, disability, political activity, marital status, age, 

privacy, rights of the accused, freedom of expression, and more. 

In-kind staff

Employees of other organizations who perform SMP/SHIP-connected work as part of their own 

ongoing paid work responsibilities – often referred to as “in-kind staff” – are not considered 

SMP/SHIP volunteers for the purposes of these policies because they do not work under the 

control of the SMP/SHIP. The hours contributed by these employees may be recorded in the 

SMP/SHIP national data reporting system.

Other community workers who receive stipends for their service (such as VISTA, AmeriCorps, 

Senior Companions, SCSEP and others) are also considered in-kind staff for the purposes of 

these policies, not volunteers. The hours and activities of these community workers may be 

recorded in the SMP/SHIP national data reporting system.

Positions of trust

A position of trust involves access to at least one of:

 beneficiaries or other vulnerable people, such as family members

 personal or confidential information

 money or other valuables

Examples of volunteer roles that are likely to be positions of trust include: 

 Call center operator

 Complex interactions specialist

 Counselor

 Exhibitor

 Local coordinator

 Presenter

 Team lead

 Trainer

Any other volunteer roles may also, or from time to time, be considered positions of trust as 

responsibilities change or where the conditions under which the work is done require it. For 

example, any volunteer roles in which home visits occur would also qualify as a position of trust. 

Volunteer roles may also qualify as positions of trust due to the nature of the client.

Positions of trust are subject to significantly more rigorous screening inquiries.
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Social media

Social media includes all means of communicating or posting information or content of any sort 

on the Internet, including to your own or someone else’s web log or blog, journal or diary, 

personal web site, social networking or affinity web site, web bulletin board or a chat room, 

whether or not associated or affiliated with SMP/SHIP, as well as any other form of electronic 

communication.

Volunteer

A “volunteer” is anyone who, without coercion or compensation or expectation of 

compensation beyond reimbursement of reasonable and previously approved expenses 

incurred in the course of his or her volunteer duties, performs a task at the direction of and on 

behalf of the SMP/SHIP. 

A “volunteer” is one who is officially accepted and enrolled by the SMP/SHIP prior to 

performance of any task. 

Unless specifically stated, volunteers are not considered “employees” of the SMP/SHIP.

Employees of other organizations who perform “in-kind” SMP/SHIP work are not considered 

volunteers under these policies.

Volunteer host organization

A “volunteer host organization” is any third party organization engaged in recruiting and/or 

managing volunteers performing SMP/SHIP duties. Host organizations may be formally 

contracted to deliver SMP/SHIP programs or may be doing so through informal partnership 

arrangements with the SMP/SHIP. 

The SMP/SHIP is responsible for ensuring that volunteer host organizations comply with all 

relevant policies governing the management and engagement of volunteers performing 

SMP/SHIP duties through or under the auspices of host organizations.