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Volunteer Manual 1 Volunteer Management Manual CITY OF FARMINGTON DEPARTMENT OF: PARKS, RECREATION, AND CULTURAL AFFAIRS 901 Fairgrounds Road Farmington, NM 87401 [PHONE REDACTED] Date of Issue: January 1, 2011 Updated: July 17, 2014 ---PAGE BREAK--- Volunteer Manual 2 Table of Contents SECTION INTRODUCTION Introduction Welcome PRCA Mission PRCA Code of Ethics Volunteer Program Purpose Vision Mission Goals and Objectives SECTION 2 ORGANIZATION INFORMATION City of Farmington Organizational Chart Phone Directory Emergency Phone Numbers and Procedures SECTION 3 VOLUNTEER POLICIES Recruitment Application Background Checks Interviewing Placement Volunteer Position Acceptance Photo Identification Badge Orientation Training On-The-Job Training Position Description Assignment Scheduling Record Keeping Volunteer Time Sheet References (For Jobs) Volunteer Standards Access to Program Property & Materials Non-Discrimination Volunteers with Disabilities Non-occupational Disability Volunteer Support Volunteers as Volunteer Supervisors Volunteer/Staff Relationships Program Coordination Limitations on Service Age Limitation Recruitment of Minors Volunteers with Children Employee Volunteers Accident Reports Volunteer Tax Deductible Expenses Absenteeism Illness Personal Belongings Performance Evaluation Retention Resignation ---PAGE BREAK--- Volunteer Manual 3 SECTION VOLUNTEER DISCIPLINE Unacceptable Performance Behaviors Disciplinary Actions Behaviors that result in immediate volunteer termination Off-Duty Conduct SECTION SAFETY PRCA Expectations Proper Protocol Material Safety Data Sheets ---PAGE BREAK--- Volunteer Manual 4 Administrative Headquarters Administration Farmington Clean and Beautiful Landscape Architect Marketing Animal Services Animal Shelter Spay & Neuter Clinic Aquatics Brookside Pool – (Outdoor) Farmington Aquatic Center (Indoor) Lions Pool – (Indoor) Bonnie Dallas Senior Center Campus Senior Center Main Building Senior Center Annex Senior Activity Center Civic Center Conference and Convention Center Performing Arts Theatre Sandstone Productions Farmington Indian Center Golf Piñon Hills Golf Course Civitan Golf Course – Par 3 Museum System Farmington Museum E3 Children’s Museum & Science Center Harvest Grove Farm Exhibit Barn Riverside Nature Center Parks Operations Athletic Fields Medians Playgrounds Trail Systems Recreation Farmington Recreation Center Farmington Sports Complex Sycamore Park Community Center Crouch Mesa Community Center INTRODUCTION Introduction The Parks, Recreation & Cultural Affairs Department of the City of Farmington, New Mexico, is the second largest department within the municipal government with 11 divisions, over 1,800 acres of parkland, more than 340 total employees – more than 100 full time and over 240 seasonal or temporary employees. The Department was established on June 28, 1955 by Ordinance No. 266. Under the leadership of Director, Cory Styron, the Parks, Recreation and Cultural Affairs Department is thoroughly dedicated to providing the unique opportunity for citizens to play, to laugh, to grow, to learn and to engage in enriching their quality of life through a green environment. The Department practices consistency and fairness, service and integrity, loyalty and respect. As the Department of Fun, we firmly believe that “Our Work is Your Play.” The Department provides a quality of life second to none within the State of New Mexico and the surrounding Four Corners Area and serves approximately 625,220 guests and participants annually. Farmington is a diverse and bustling business community of over 45,000 residents and home to one of the top 10 municipal golf courses in the United States, as well as a state-of-the-art aquatics center, a 1,200 seat performing arts theater, an outdoor theater, a trail system along the banks of the Animas River in Berg Park, home of the Connie Mack World Series and offers countless opportunities for having fun. Included within the Department are the following divisions: ---PAGE BREAK--- Volunteer Manual 5 Welcome The City of Farmington’s Department of Parks, Recreation, and Cultural Affairs (PRCA) welcomes you as a volunteer and wants your association with the volunteer program to be a satisfying experience. This volunteer management manual is designed to acquaint you with the many facets of the PRCA and serve as a guide to PRCA policies and procedures. As you master the responsibilities of your specific volunteer assignment feel free to ask questions. Our staff is happy to assist you. It is your commitment and that of volunteers like you that allows PRCA to effectively serve the community. PRCA Mission The Parks, Recreation, and Cultural Affairs Department is dedicated to providing the opportunity for people to play, to laugh, to grow, to learn, and to engage in enriching their quality of life. Our department practices: Consistency and Fairness; Service and Integrity; and Loyalty and Respect. As the Department of Fun we believe that, ‘Our Work is Your Play’. PRCA Code of Ethics As team members of the Department of Parks, Recreation, and Cultural Affairs, we will make daily professional decisions which support the mission and vision of our Department and of our Division. In doing so we will be guided by the following code of ethics: Play, Work, and, Live Safely The Parks, Recreation, and Cultural Affairs Department practices safety first! We strive to perform the duties of our position with the highest degree of professionalism and safety, so that our employees and our community can play, work, and live safely. Routinely Provide Consistency and Fairness We commit to the highest ideals in the stewardship of the communities needs through appropriate and well-organized programs; equitable and unbiased policies and procedures; and courteous and accurate customer service. Continually Focus on Service and Integrity We will exercise prudence and integrity in managing public funds and property. We will strive for professional excellence by maintaining and enhancing professional knowledge, skills, and abilities. Act with Loyalty and Respect We will follow through on our commitments to our community. We will make decisions at the level closest to the customers whenever possible and take responsibility for our actions. We will achieve the results stated in our performance plans and budgets, and take pride in a job well-done. Volunteer Program Purpose As part of the City of Farmington Mayor’s Volunteer Program, the Parks, Recreation, and Cultural Affairs Department provides a wide range of opportunity for volunteers to put their knowledge, talent, and energy toward improving the quality of life in our community. Vision As part of the City of Farmington Mayor’s Volunteer Program, the Parks, Recreation, and Cultural Affairs Department recognizes volunteers as instrumental partners in strengthening our community’s bond. ---PAGE BREAK--- Volunteer Manual 6 Mission The mission of the City of Farmington’s Parks, Recreation, and Cultural Affairs Department Volunteer Program is to promote a mutually rewarding relationship between volunteers who offer their talents, their skills, and their time and staff who support them in their efforts to cooperatively foster stewardship of our parks, our facilities, our special events, and our programs. ---PAGE BREAK--- Volunteer Manual 7 Goals and Objectives As part of the City of Farmington Mayor’s Volunteer Program, the Parks, Recreation, and Cultural Affairs Department recruits volunteers to meet the community’s needs for service, through addressing the individual’s needs for serving others, through programs with responsibility and challenge for those qualified, and through career exploration where this will serve the requirements of the Department. 1. Actively promote, recruit, orient, and train effective volunteers who will enrich visitor experiences by providing assistance and information about the department of Parks, Recreation and Cultural Affairs. 2. Foster and build relationships with community and non-profit agencies. 3. Evaluate the on-going effectiveness of the Department’s volunteer program using internal and external evaluation strategies. 4. Identify growth opportunities that enhance and strengthen the volunteer program in order to proactively meet the Department’s increasing volunteer needs. 5. Actively recognize volunteer contributions to the community. ---PAGE BREAK--- Volunteer Manual 8 ORGANIZATION ---PAGE BREAK--- Volunteer Manual 9 Parks, Recreation, and Cultural Affairs Department Phone Directory Administration Phone E-mail Cory Styron, Dept. Head 599-1402 Shaña Reeves, Superintendent 599-1182 [EMAIL REDACTED] Department Volunteer Coordinator Kandy LeMoine 599-1421 [EMAIL REDACTED] Animal Shelter Amber Francisco 599-8386 [EMAIL REDACTED] Aquatics Division 599-1162 Shjan Sanisya-Spencer 566-2251 [EMAIL REDACTED] Bonnie Dallas Senior Center Judi Zeigler 566-2258 [EMAIL REDACTED] Stephen Dick 599-1380 [EMAIL REDACTED] Civic Center Norman Redhair 599-1151 [EMAIL REDACTED] Farmington Indian Center Myra Newman 327-6296 [EMAIL REDACTED] Farmington Clean & Beautiful Debra Homer 599-1426 [EMAIL REDACTED] Golf Chris Jones 599-1066 [EMAIL REDACTED] Museums Bart Wilsey, Director 599-1180 [EMAIL REDACTED] Parks Operations Roger Drayer 599-1405 [EMAIL REDACTED] Linda Harris 599-1181 [EMAIL REDACTED] Recreation Center Leslie Mueller 566-2261 [EMAIL REDACTED] Sycamore Park Community Center Natalie Spruell 566-2481 [EMAIL REDACTED] Vonna Victor 566-2482 [EMAIL REDACTED] Emergency Phone Numbers & Procedures When calling 911: From a City extension phone line, dial 9-911. State the location name and address. State your name. State the nature of the emergency. Remain on the line until the 911 Dispatch Operator tells you to hang up. Follow 911 Dispatch Operator instructions. Contact the a staff person as soon as possible. Each division in the department is furnished a plan to follow if there is a fire, disaster, or bomb threat. All must become thoroughly familiar with these plans. ---PAGE BREAK--- Volunteer Manual 10 VOLUNTEER POLICIES Recruitment Volunteers are recruited through marketing for specific agency needs. Application It is the policy of the City of Farmington’s Department of Parks, Recreation, and Cultural Affairs to consider candidates for volunteer service based on qualifications for specific volunteer jobs within the divisions of the department without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected status. Completion of the City of Farmington’s Volunteer Candidate Information and background check form is required before applicants can be considered for volunteer service. Candidates who are authorized for volunteer service through the background check process will be photographed and issued a photo identification badge. The first contact with the Parks, Recreation, and Cultural Affairs Department is through the City of Farmington’s Human Resources Department where volunteer applications are collected and distributed to the PRCA Department Volunteer Coordinator who screens applicants for PRCA divisions based on division needs and volunteers choice of service. The PRCA Department Volunteer Coordinator gives careful consideration to experience, skill, aptitude, reliability, and character of applicants. Those who coordinate volunteers at each division make the final decision regarding volunteer assignments after the background check is cleared by Human Resources. Background Checks A criminal records background check is required for applicants ages 16 and older who wish to volunteer with the department of Parks, Recreation, and Cultural Affairs. Interviewing All volunteers must be interviewed by a staff member who coordinators volunteers for their division before any volunteer service is assigned. Support person(s) who will be working with the volunteer may also join the interview process and particpate in the final decision regarding volunteer assignment. The interview will determine volunteer interests and skills, and appraise volunteers of agency needs. The interview must be in person and preferably include the support person(s) who will be working with the volunteer. Placement Volunteer interests and desires and agency needs must be weighed in the interview process to insure the best match possible. When possible, the volunteer will have the final say in determining which volunteer position best fits his/her needs. Volunteer Position Acceptance The applicant will be notified of their acceptance as a volunteer when the background check is completed and cleared by the Human Resource Department. Photo Identification Badge Volunteers receive a photo identification badge from the City of Farmington’s Human Resource Department. Volunteers wear their identification badge only while on volunteer duty for the City of Farmington. There is a $5.00 replacement fee for lost badges. ---PAGE BREAK--- Volunteer Manual 11 VOLUNTEER POLICIES Orientation All volunteers receive orientation. The orientation consists of an introduction to the City of Farmington’s Parks, Recreation, and Cultural Affairs Department, orientation to specific divisions, and the department policies and procedures for volunteers. Training Orientation and some training is provided by staff members who coordinate volunteers for their division. Training may require the volunteer to shadow or work with staff or another volunteer until the volunteer is confident performing the duties alone. Training may also require specialized personnel to instruct and supervise the volunteer in the particulars of their assignment. Additionally, training may require the volunteer to do extensive reading, research and observation to perform the goals of the job. On-The-Job Training Volunteers receive on-the-job training to help them with information and tools to perform their duties. On-the-job training may be provided by a support person, a qualified volunteer, or by a staff member who coordinates volunteers for their division. Position Description Volunteers receive a written position description and volunteer management manual outlining the policies and procedures of the Parks, Recreation, and Cultural Affairs Department. The position description includes a description of the qualifications and responsibilities of the position, a designated support person, and work site. Every effort is made to place volunteers in an assignment matching their abilities and interests. Assignment You are considered on an official assignment when the Department Volunteer Coordinator in conjuction with the Division Volunteer Coordnator has requested that you provide a service. It is important to remember that the Department/Division Volunteer Coordinators work together to make volunteer assignments official. Scheduling Schedules are provided by each division’s volunteer coordinator. Volunteers are encouraged to review their schedules frequently. If a volunteer is unable to fullfill their shift, they should notify the appropriate volunteer coordinator using the PRCA Department Phone Directory on page 8 of this manual, as far in advance as possible. If a volunteer is unable to reach their division volunteer coordinator, volunteers can notify the Department Volunteer Coordinator. Record Keeping Records will be maintained on each volunteer including application, hours, calendar year hours, total hours of service to date, dates of service, positions held, duties completed, and awards received. Volunteers are entitled access to the record by submitting a request to their support person on staff or the Department Volunteer Coordinator. Volunteer personnel records are confidential. ---PAGE BREAK--- Volunteer Manual 12 VOLUNTEER POLICIES Volunteer Time Each of the volunteer facilities provide a method of recording hours of service in ExecuTime. All volunteers are encouraged to record their hours in ExecuTime. A record of volunteer participation is important for budgeting and scheduling purposes. References (For Jobs) Many employers recognize volunteer work as valid job experience. This can be very useful in obtaining paid employment, however, all reference requests should be directed to the City of Farmington’s Human Resource Department. City personnel are prohibited from giving professional or personal references. Volunteer Standards Punctuality: Arrive on time for your shift. Dependability: To coordinate a functional and reliable schedule all volunteers are asked to make a time commitment. If an unforeseen emergency arises, please notify the support person with whom you are working. Appearance: Neatness and cleanliness are a must. Dress code is decided by division support person and the requirements of the assignment. Attitude: A pleasant and professional attitude is important. The public is to be treated with the utmost respect. Sincere concern and friendly interest characterize staff dealings with the public. Desire to Learn: A volunteer should be open to new ideas and information. Resource materials to help volunteers better serve the public will be made available to you. Ability and Willingness to Help: Volunteers are a large part of our organization and possess a wide variety of skills and interests. Among them are an interest in helping people, an ability to communicate effectively, a desire to meet new people, an interest and appreciation for our local history and cultures, a desire to learn new things, a talent for making visitors feel welcome, and an ability to assist the staff with additional tasks as assigned. Access to Program Property & Materials As appropriate, volunteers shall have access to agency materials necessary to fulfill their duties, and shall receive training in the operation of any equipment. Property and materials shall be used only when directly required for agency purposes. This policy does not include access to and use of agency vehicles unless a specific background check has been conducted by Human Resources and the volunteer has been cleared to drive an agency vehicle. ---PAGE BREAK--- Volunteer Manual 13 VOLUNTEER POLICIES Non-Discrimination It is the policy of the department of Parks, Recreation, and Cultural affairs to provide a workplace free of discrimination or harassment in programs, activities, or employment based on race, color, sex, sexual preference, marital or parental status, religion, national origin, age, mental or physical disability, Vietnam era or Veteran status. By law a government agency cannot practice any form of discrimination. Paid staff and volunteers must treat people with dignity and respect. Volunteers with Disabilities The City of Farmington’s Department of Parks, Recreation, and Cultural Affairs welcomes volunteers with disabilities. The Parks, Recreation, and Cultural Affairs Department complies with the Americans with Disabilities Act. For safety considerations, please list medical or physical conditions if you require special placement so we may accommodate your needs. Non-occupational Disability Medical services for non-occupational illness or injury are the responsibility of the volunteer and his/her personal physician. Volunteer Support You will be assigned to work with volunteers or staff members who will provide supervision and on-the-job training. Each volunteer has a support person who is responsible for day-to- day support and guidance of your work. Volunteers as Volunteer Supervisors A volunteer may act as a support person for other volunteers after appropriate training for the position has been completed. Volunteer/Staff Relationships Volunteers and staff are partners in fulfilling the mission and programs of the Parks, Recreation, and Cultural Affairs Department. Each has an equal but complementary role to play. Volunteers do not replace paid staff, but donate their time and skills to supplement services provided by staff. Recognition of volunteers is a staff responsibility. Program Coordination Staff who provide support for volunteers will inform the Department Volunteer Coordinator of any substantial change in the work or status of a volunteer. Limitations on Service Volunteers serve the Parks, Recreation, and Cultural Affairs Department at the sole discretion of the agency. Volunteers may leave the Parks, Recreation, and Cultural Affairs volunteer program at any time. ---PAGE BREAK--- Volunteer Manual 14 VOLUNTEER POLICIES Age Limitation The minimum age for volunteers is 14 and at the discretion of each division’s volunteer coordinator. Volunteers under a certain age may be required to have a parent or guardian serve with them while volunteering. Volunteers under the age of 18 are not allowed to work with equipment prohibited by state law. Volunteers under the age of 16 cannot be background checked and therefore, cannot be issued a badge. Recruitment of Minors Volunteers under the age of 18 must have the written consent of a parent or guardian before volunteering. The volunteer duties assigned to a minor will comply with all appropriate laws and regulations on child labor. Volunteers with Children Volunteers may bring a child with them on their shift, if it is permitted by that division and position, if it does not limit their ability to complete their duties, and if their volunteer coordinator has given prior approval. Children must remain under the volunteer’s supervision at all times and are not allowed to roam during the shift or affect service. They must abide by the same standards that we have for volunteers and staff. Employee Volunteers The Parks, Recreation, and Cultural Affairs Department does accept paid staff as volunteers. This volunteering must be done outside normal work hours and must not be done as a requirement of employment. Family of staff may volunteer with the Parks, Recreation, and Cultural Affairs Department, but may not be supervised by a family member. Accident Reports If a volunteer is injured at work, the accident should be reported immediately to the Department and Division Volunteer Coordinators, a support person, and/or a staff member. An accident report must be completed within 24 hours. Volunteers involved in vehicle accidents will contact the police and then their volunteer coordinator in case it disrupts their scheduled volunteer work. Volunteer Tax Deductible Expenses Volunteers who itemize income taxes can deduct some expenses: Mileage can be calculated at the organization’s rate or the actual cost of gas. Ask your volunteer coordinator for the rate. Travel expenses can be deducted if the volunteer attends a meeting as a representative of the volunteer organization. The cost of special uniforms needed for the volunteer work or supplies purchased for the volunteer work. Telephone bills for calls made concerning volunteer work. Non-cash contributions of property, such as clothing or household items. Out-of-pocket expenses incurred during volunteering that are not reimbursed. Volunteers must itemize expenses. Volunteers should keep records of their expenses, including the name of the organization for which they volunteer and the details of the contribution. ---PAGE BREAK--- Volunteer Manual 15 VOLUNTEER POLICIES Absenteeism Please observe the following policies: If a volunteer is unable to come in for a scheduled shift, a support person or volunteer coordinator should be notified as soon as possible. If a volunteer is planning a leave of absence, the support person or volunteer person should be notified at least 24 hours in advance. Volunteers should immediately notify their support person or volunteer coordinator of any change in address, telephone number or e-mail. Illness Volunteers who are ill should notify their support person or volunteer coordinator and are encouraged not to come to work. When a volunteer returns from an exteneded illness or absence, the support person or volunteer coordinator must be notified before resuming duties. Personal Belongings Volunteers are cautioned not to bring valuables to their work sites. The Parks, Recreation, and Cultural Affairs Department is not responsible for the loss of personal property. Performance Evaluation Volunteers will receive evaluations conducted by the Division Volunteer Coordinator. The evaluation will provide an opportunity for the volunteer and the volunteer coordinator to discuss the quality of work, the quantity of work, and the work habits of the volunteer. The evaluation will identify areas where the volunteer needs additional tools to perform the duties of the position or areas of needed improvements. Program Evaluation The Parks, Recreation, and Cultural Affairs Department uses Independent Sector research to estimate the dollar value of volunteer time. The volunteer program will be evaluated annually. The total number of volunteer hours served, number of volunteers used in the program, and the quality of services rendered through the volunteer program will be evaluated. Retention Volunteer annual recognition events are planned and conducted by each division within the department. All divisions within the department partner with the San Juan College Volunteer Center in submitting volunteer names for San Juan County Volunteer of the Year. Beginning in 2015 the annual volunteer recognition event is moving to a City-wide recognition event in conjuction with the individual department events. Resignation/Exit Interviews The department of Parks, Recreation, and Cultural Affairs appreciates the time, talents, and interests of the volunteers. However, in the event that a volunteer resigns, the Department/Division Volunteer Coordinators should be notified immediately. Volunteers are encouraged to participate in an exit interview upon resignation. ---PAGE BREAK--- Volunteer Manual 16 VOLUNTEER DISCIPLINE Unacceptable Performance Behaviors When a volunteer’s performance is sub-standard, or when rules are violated, the Parks, Recreation, and Cultural Affairs Department reserves the right to address unwanted behaviors following progressive diciplinary actions. Unacceptable performance behaviors are as followed: Conducting personal business during your shift. Excessive personal telephone use. Littering or otherwise creating unsanitary conditions. Safety violations. Tardiness for your shift. Unauthorized operation of equipment. Unfriendly or uncooperative attitude in dealing with the public, visitors, clients, staff members, or volunteers. Unsatisfactory work performance. Waste, misuse or damage of property. Disciplinary Actions Verbal Warning: A verbal/written warning will be issued to the volunteer identifying the problem and the changes required. Written Warning: A written warning will given to the volunteer documenting the violation. The volunteer will be given goals that will acomplish to resolve the situation. Resignation: When a volunteer has received three warnings, they will be asked to resign from volunteering for the PRCA programs. * In the event that the performance problems of the volunteer are the result of innappropriate placement, every attempt will be made to help him/her find and train for another volunteer position. Behaviors That Result in Immediatie Volunteer Termination The following behaviors are serious violations and are grounds for termination of volunteer status. Falsifying reports or records. Physical or sexual harassment. Negligent or willful damage of property. Theft. Unlawful discrimination. Willfully endangering the safety of others. Working under the influence of intoxicants. Off-Duty Conduct Volunteers for the department are expected to uphold the code of conduct, listed on page 5, both on the job and off-duty. Off-duty behavior that poorly represents the City of Farmington or the PRCA will not be tolerated. Volunteers will be asked to resign. ---PAGE BREAK--- Volunteer Manual 17 SAFETY PRCA Expectations Safety is a top priority for the Parks and Recreation Department. All volunteers are expected to comply with the City of Farmington’s Safety Program. Proper Protocol Accident Reporting: In the event an accident does occur, volunteers are asked to render whatever assistance possible. A staff person or volunteer coordinator should be notified of the accident immediately. Volunteers must document any direct or indirect contact with patrons immediately following the incident. In Case of Injury: All human blood and body fluids are to be dealt with according to the American Red Cross or American Heart standards. Volunteers should immediately inform the volunteer coordiator or support person if they believe they have been exposed to infection. First Aid: Every facility has first aid kits, volunteers must fimiliarize themselves with the locations. Volunteers should also familiarize themselves with each divisions emergency action plan. Fire Plan: Each division will have designated fire evacuations. Volunteers are expected to know have to safely exit the facility in the event of a fire. Hazards: Volunteers need to recognize and report any potential safety hazards at the workplace. Office Safety: Report any unsafe conditions or defective equipment observed to the support person or the volunteer coordinator. Lifting: Most back injuries result from improper lifting. Volunteers are expected to properly lift items and know the importance of weight restrictions Material Safety Data Sheets Each division has a list of known hazardous chemicals to which volunteers may be exposed. Volunteers will be informed as to where each divisions MSDS are located. Volunteers are expected to frequently review these sheets for safety. ---PAGE BREAK--- WELCOME! We are happy to have you join our volunteer team. We hope you enjoy your volunteer service with the City of Farmington's Parks, Recreation, and Cultural Affairs department for many hours and years to come. If there is anything we can do to help you better serve our community, please let us know. Volunteer Manual 18