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Volunteer Handbook
Revised Feb 2017
28 South Linn Street ● Iowa City, IA 52240
319-356-5220 ● www.icgov.org/senior
CONTENTS
Welcome and Thank You
About the Senior Center
Mission
Strategic Goals for 2017-2022
Overview and Impact of Services
History
Funding
Senior Center Staff and Organization Chart
Policies and Procedures
Hours of Operation
Holidays
Severe Weather Alerts and Closings
Emergency Procedures
Non-Discrimination
Parking
Photography
Smoking
About the Volunteer Program
Purpose of Volunteer Program
Benefits of Volunteering with The Center
Volunteer Qualifications
Volunteer Role within The Center
Safety, Security, and Liability
Volunteer Policies
Position Descriptions
Recruitment and Screening
Orientation and Training
Name Tags
Recordkeeping
Attendance
Appearance and Behavior
Use of The Center’s Property
Volunteer Conduct
Confidentiality
Relationships with Participants
Payment and Gifts
Evaluation and Feedback
Grievances
Resignation and Retirement
Return of Property
Reassignment and Termination
Conclusion
Supplemental Materials
Senior Center Staff Contact Information
Organization Chart
Building Maps
Code of Conduct and Disciplinary Process
Acknowledgement of Volunteer Policies
Confidentiality Agreement
Emergency Contact Information
Volunteer Waiver of Liability
Dear Volunteer,
Welcome to the Iowa City/Johnson County Senior Center’s
volunteer program. We appreciate your interest and are grateful
that you have chosen to share your time and talent with the
Senior Center.
Our volunteers are a vital part of The Center’s success. They are
involved in virtually every aspect of The Center’s operation. With
the help of more than 500 volunteers annually, The Center is able
to provide valuable services to seniors and the entire community.
We want your volunteer experience to be rewarding and
enriching. This volunteer handbook will orient you and s erve as an
information resource, getting you acquainted with The Center and
our volunteer program. Please feel free to ask questions.
We look forward to having you join our volunteer team!
Sincerely,
Linda Kopping, Coordinator
Emily Light, Community Outreach Specialist
Michelle Buhman, Program Specialist
ABOUT THE SENIOR CENTER
MISSION
The mission of the Senior Center is to promote optimal aging by
creating opportunities to support wellness, social connections,
community engagement, and lifelong learning.
STRATEGIC GOALS FOR 2017-2022
To raise community awareness and promote a positive
image of the Senior Center.
To enhance financial stability of The Center
To promote inclusion and diversity among participants.
To provide programs that promote optimal aging.
To enhance administrative planning practices.
To promote a positive image of aging and combat ageism.
To provide leadership in Iowa City becoming designated as
an age-friendly community by the World Health
Organization.
OVERVIEW AND IMPACT OF SERVICES
Located in a beautifully restored historic post office in downtown
Iowa City, the Senior Center is a gathering place for adults age
50+. Serving approximately 1,600 members and the community as
a whole, The Center offers an array of programs, services, and
volunteer opportunities that promote optimal aging.
Optimal aging involves more than physical health or the absence
of disease. It is a comprehensive concept of wellness that
supports the best balance of physical, intellectual, emotional,
social, vocational, and spiritual health for each individual.
The Center’s program components promote optimal aging by
providing opportunities for education, social engagement,
physical activity, and community involvement. Participation in
these types of activities are known to reduce the risk of disease
and disability, improve memory, enhance mobility, and provide a
social network, which is a key factor in longevity and the ability to
participate in and contribute to the culture and community.
HISTORY
The Iowa City/Johnson County Senior Center opened in
September of 1981. It began because a small group of seniors,
including Arnie Arneson, Chick Forwald, Mary Rock, Thea Sando,
and Rachel Dennis, wanted to have a place downtown where
senior citizens could gather. This group spearheaded a movement
that garnered the support of the community, the City of Iowa City,
and Johnson County. Their work ultimately led to the City of Iowa
City’s purchase and renovation of the old post office building and
the creation of an exceptional facility for people 50+ years of age.
The founders created a center that embraced change and
innovation. They recognized that the interests, responsibilities,
and expectations of members would change over time in
response to different life experiences and social changes. The
founders understood that people have a wealth of options for
how they spend their free time, and The Center would have to
provide programs and services that matched evolving community
interests in order to stay relevant. As Bette Meisel, The Center’s
first coordinator, said, “Maintaining the status quo is a death
sentence.” A successful senior center needs to be dynamic.
While programs and services have continually evolved, the
underlying principles that guide The Center’s programming
remain the same. Foremost among them is the belief that many
losses commonly associated with aging are the result of lifestyle
choices, not aging. Throughout The Center’s history, the staff has
acted upon this belief by facilitating a variety of opportunities for
mental and physical exercise, social interaction, and community
involvement to foster the health, wellbeing, and independent
lifestyles of participants.
It is clear that The Center’s founders were successful in building a
strong, yet flexible, foundation. The Center has undergone many
changes related to programming, building use, and funding. Some
of these changes have been difficult. Nonetheless, The Center has
continued to flourish. Today, as in the past, it is widely recognized
for its innovative programming and its contribution to making
Iowa City an attractive retirement destination for people across
the country.
The Center was among the first senior centers in the country to be
accredited by the National Institute of Senior Centers, a
constituent unit of the National Council on Aging. This prestigio us
designation serves as an acknowledgement of the success of The
Center’s founders and everyone who has followed.
FUNDING
The Senior Center is owned and operated by the City of Iowa City.
Operational expenses are supported by local tax dollars,
participant cost sharing, donations of all sorts, and a grant from
the Johnson County Board of Supervisors. Friends of The Center, a
501(c)(3) nonprofit corporation, was formed in 2003 to generate
revenue through donations and bequests to help support The
Center’s operational budget and enrich programming.
SENIOR CENTER STAFF AND ORGANIZATION CHART
Senior Center staff contact information, as well as our
organization chart, are included in this packet on separate sheets.
Volunteers may review these to become familiar with The
Center’s staff members and organizational structure.
POLICIES AND PROCEDURES
A copy of the Senior Center Operational Handbook is available at
the reception desk for anyone to review. The operational
handbook serves to identify information, policies, and guidelines
that are applied in the day-to-day operation of The Center. These
policies and guidelines are periodically updated to ensure
consistency with The Center’s mission statement, goals, and
objectives, and to make certain that they reflect the evolving
status of the facility, the community, and the interests and
concerns of the population served.
HOURS OF OPERATION
Business Hours
8 AM – 5 PM, Monday – Friday
Extended Member Hours
7 AM – 7 PM, Monday – Thursday
7 AM – 5 PM, Friday
10:30 AM – 1:30 PM, Saturday – Sunday
Building hours are often extended to accommodate evening and
weekend programming.
HOLIDAYS
The Senior Center is closed on all holidays observed by the City of
Iowa City. This includes:
New Year’s Day
Martin Luther King, Jr. Day
Presidents’ Day
Memorial Day
Independence Day
Labor Day
Veterans Day
Thanksgiving and the Friday following Thanksgiving
Christmas and one floating holiday in December that is
selected by the City Manager
SEVERE WEATHER ALERTS AND CLOSINGS
When Iowa City public schools close for the entire school day due
to severe weather, the Senior Center cancels all Center sponsored
classes, activity groups, programs, and special events. When the
public schools are not in session, early morning decisions to
cancel programming due to severe weather are made by the
Senior Center coordinator. Whenever Senior Center sponsored
programming is canceled, it is announced over local radio and
television stations.
Despite the cancelation of all Center sponsored programming, the
facility remains staffed and open to the public between the hours
of 8 AM and 5 PM. All interior office, classrooms, and common
areas remain unlocked and member access to the computer lab,
fitness areas, Senior Center Television, and pool room is
maintained. There is no extended member or evening access to
the facility at these times.
During extreme weather events, when travel is not advised and
other city services are suspended, The Center may close and
cancel all activities. This decision is made by the coordinator or
designee and announced over local media outlets.
Outside agencies, like VNA, Johnson County Task Force on Aging,
AARP, Retired School Personnel Association, and Senior Dining
will make decisions independently of The Center about whether
or not to cancel a scheduled event due to extreme weather. Each
agency is responsible for conveying its program cancelations to
their participants and the Senior Center staff.
EMERGENCY PROCEDURES
For volunteer positions that require a thorough knowledge of
Senior Center emergency procedures, training will be given. In the
event of a fire or severe weather emergency, volunteers are
expected to follow staff instructions and may be asked to assist
with emergency procedures. Volunteers who witness a medical
emergency should act immediately to offer assistance and notify
Senior Center staff members of the incident.
If a volunteer needs to call for emergency help from a Senior
Center telephone, it is important to note that you must dial 9 -911
in order to complete the call.
Building maps of each floor, included in this packet on separate
sheets, highlight important emergency-related information. Each
floor of the Senior Center has at least one emergency exit (red
arrow), weather emergency safe area (blue shaded area), fire pull
alarm (yellow circle), fire extinguisher (green square), emergency
phone (orange box with the letter ‘P’ inside), automated external
defibrillator, and first aid kit. Volunteers are encouraged to
become familiar with the location of these items in case of
emergency.
NON-DISCRIMINATION
The Center shall not discriminate against any person in
employment or public accommodation because of race, religion,
color, creed, gender identity, sex, national origin, sexual
orientation, mental or physical disability, marital status, or age.
PARKING
Parking is available at the Tower Place parking ramp on Iowa
Avenue, and volunteers receive free parking validation while
volunteering at The Center. Volunteers may bring their parking
ramp tickets to the Senior Center lobby to receive parking
validation. Volunteers must sign in at the reception desk in order
to receive parking validation. For those volunteering outside of
regular business hours, parking validation is issued at the building
supervisor desk on the ground floor next to the Washington
Street entrance between the hours of 5 – 7 PM, Monday –
Thursday and 10:30 AM – 1:30 PM on Saturday. Parking is free in
the Tower Place parking ramp on Sundays.
PHOTOGRAPHY
Activities at The Center may be photographed to obtain images
for promotional purposes. Due to the public nature of our facility
and programs, the media may take photos or videotapes of
events at The Center. The Center is not responsible for images
taken by the media. If you have concerns about photos or video
images taken by Center staff or volunteers, please contact The
Center’s coordinator.
SMOKING
Iowa’s Smokefree Air Act mandates that City buildings and the
grounds around them be smokefree. Smoking is prohibited
anywhere inside The Center; in any entryways; on the lawn
surrounding the building; on all walkways, stairs, and ramps
attached to the building; on the north side loading dock; and
around the waste receptacles in the alley north of the building.
ABOUT THE VOLUNTEER PROGRAM
PURPOSE OF VOLUNTEER PROGRAM
The intent of The Center’s volunteer programming is to provide
volunteers with meaningful opportunities to use personal
experiences and talents to address community and Center needs,
develop new skills, expand social contacts, and extend or
reestablish meaningful roles at The Center or in the community.
BENEFITS OF VOLUNTEERING WITH THE CENTER
Personal Satisfaction
Many of our volunteers report that their greatest reward
comes from helping others. Volunteering offers
opportunities for personal and professional growth,
learning, leadership, community involvement, and lasting
friendships.
Recognition
Senior Center staff members strive to informally recognize
the efforts of volunteers on a regular basis. A formal
volunteer recognition event is held annually, and
volunteers receive a gift in appreciation of their service. All
who volunteer in a particular fiscal year are recognized by
name in The Center’s Annual Report to the Community for
that year.
IRS Deductions
Federal income tax regulations allow some tax deductions
for non-reimbursed expenses incurred while providing
service on behalf of a charitable organization. Since these
regulations change frequently, please check with your
accountant or the IRS for the most current information.
VOLUNTEER QUALIFICATIONS
All volunteers must be 18 years of age or older, unless authorized
by the coordinator or designee. Each volunteer position has
specific qualifications, which are detailed in the position
description. Volunteer placements are determined by individual
qualifications and based on the needs of the Senior Center.
All Senior Center volunteers should have:
A genuine desire to serve older adults, The Center, and the
community.
A sense of responsibility to fulfill their volunteer
commitments.
A willingness to accept people as they are.
An ability to be friendly, warm, and courteous to
everyone.
An ability to use good judgment, tact, and patience.
A sincere interest in creating an environment of inclusion.
A positive attitude and a sense of humor.
VOLUNTEER ROLE WITHIN THE CENTER
Volunteers are truly the pulse of The Center. With a small staff
and lots of volunteers, we are able to deliver an abundance of
outstanding programs and services to the community.
Volunteers work directly with the staff and are considered to be
co-workers and an integral part of the team. They may be
included in training, informational sessions, and meetings that
pertain to their work. Volunteers should expect to give the same
careful attention to assignments as a paid employee . Staff
members are available to offer appropriate volunteer support, as
needed.
Each volunteer is expected to act as a positive ambassador for
The Center’s programs and services. Our volunteers help promote
positive images of aging and accurate representations of The
Center throughout our community.
SAFETY, SECURITY, AND LIABILITY
Volunteers should report working conditions or situations that
they feel to be unsafe to their supervising staff member.
Volunteers who experience an accident or injury during work
hours are required to report the accident to their supervising staff
member without delay, regardless of whether the injury is
apparent or suspected.
The Center relies on volunteers to take responsibility for their
own safety and the safety of other participants. Volunteers are
encouraged to use care in their work, pay attention to detail, and
be observant of their surroundings in order to minimize the risk of
danger.
Volunteers should never leave purses, wallets, or other valuable
items where they may be taken. Ask your supervisor where you
may store them safely. The Center is not responsible for lost or
stolen personal property.
Volunteers are required to sign a Volunteer Waiver of Liability,
included in this packet on a separate sheet. Volunteers under the
age of 18 must also have the form signed by a legal guardian.
VOLUNTEER POLICIES
POSITION DESCRIPTIONS
Each volunteer position has a written job description outlining the
position’s role and responsibilities. The following elements are
included: position title, purpose of the volunteer position or
program, supervising staff member, responsibilities of the
position, volunteer qualifications, training required, time/term
commitment required, benefits of position, and a description of
how the project and the volunteer will be evaluated. Position
descriptions may be updated periodically to fit the changing
needs of The Center’s programs and participants.
RECRUITMENT AND SCREENING
The Center welcomes volunteers from all backgrounds. Senior
Center volunteers are recruited through several different
methods, including: self-referral, referral by a Senior Center
volunteer or participant, quarterly program guides, posters at The
Center and throughout the community, Senior Center website,
press releases, and social media.
Individuals interested in volunteering may complete a volunteer
application and will be interviewed by the appropriate staff
person. The Center places an emphasis on selecting a volunteer
position that is a good fit for both the volunteer and the
organization. In order to determine the best role for each
volunteer, The Center may utilize the following volunteer
screening tools: application form, résumé, interview, reference
check(s), qualifications check, trial periods, and performance
reviews. Proof of professional licenses or certifications may be
required for certain positions. The Center, at its discretion, may
conduct a criminal background check.
Because our focus is on meeting volunteer needs, when a suitable
volunteer position is not available at The Center, staff refers the
potential volunteer to a more appropriate organization or agency.
A referral to another agency is made with the individual’s consent.
In accordance with the City’s Personnel department policies, The
Center will not provide volunteer assignments in fulfillment of
court-ordered community service. Interested individuals may
inquire about community service projects with the City by
contacting the Personnel department at 319-356-5020.
The Center reserves the right to decline any volunteer applicant.
ORIENTATION AND TRAINING
Orientation will be provided to all volunteers and may occur on a
formal or informal basis. Through the orientation process, you will
become acquainted with The Center’s mission, goals, and your
volunteer responsibilities. Each volunteer is provided with a
volunteer handbook and a tour of The Center.
Training specific to each volunteer position is provided to ensure
that volunteers have the knowledge and tools to fulfill their
responsibilities successfully. Periodically, volunteers will be
expected to participate in training update meetings. Volunteers
should never hesitate to ask staff members questions or seek
help, when needed.
NAME TAGS
Volunteers who perform regular duties at the Senior Center will
be issued name tags and are expected to wear them while
volunteering. If you have lost your name tag or did not receive
one, please inform your supervising staff member.
RECORDKEEPING
All volunteer hours should be recorded and submitted to your
supervising staff member. This data is important for The Center,
as it demonstrates the community’s involvement and
commitment to the organization. The volunteer information
collected includes:
Name of the volunteer
Date of each volunteer visit
Times and/or number of hours worked during volunteer
visit
Volunteer program or activity
Volunteers working at the Senior Center should record this
information on the sign-in sheet at the reception desk or on the
monthly time record for the specific volunteer activity. Volunteers
working independently or off-site should track this information
and compile it in an individual monthly report to be submitted via
email or hard copy.
ATTENDANCE
Volunteers are an essential part of our team, and they are relied
upon for the successful day-to-day operation of The Center.
Therefore consistent attendance is very important. When you are
scheduled to work:
Please be on time.
Please be prompt in reporting for and carrying out your
assignment. Your fellow volunteers and staff are
depending on you.
Please plan to serve your entire shift.
If you are unable to work your scheduled shift, please
notify your supervising staff member as soon as possible.
Please provide at least one week advance notice of
scheduled absences, such as travel or medical
appointments.
Please remember to record your volunteer hours on the
sign-in sheet at the reception desk. If your volunteer
activity occurs off-site, remember to track your volunteer
hours and submit them to your supervising staff member
at the end of each month.
Please inform your supervising staff member if you feel
something is not working properly, you have questions
regarding your assignment, there is a condition or
situation you feel is unsafe, or you have an idea that may
improve Senior Center operations.
APPEARANCE AND BEHAVIOR
As a volunteer, you are part of the impression that members and
visitors develop of The Center. There is no uniform or dress code
for volunteering at the Senior Center, but it is suggested that you
dress nicely, appropriately, and comfortably for your duties.
Clothes should never be ragged or excessively revealing.
Volunteers are asked to please refrain from wearing strong
perfume, cologne, or lotion, as they may impact the comfort of
participants with physical sensitivities to fragrances. Good
personal hygiene is also very important.
We strive to treat our members and visitors with a professional
and respectful attitude, while keeping our atmosphere friendly
and light. Volunteers help create a welcoming atmosphere at The
Center, extending courtesy and warmth to all participants.
USE OF THE CENTER’S PROPERTY
Volunteers are asked to report any damages or defects to Senior
Center equipment promptly upon discovery in order to prevent
deterioration of the equipment or injury to participants.
Equipment, supplies, and services (such as computers, cameras,
telephones, mail services, and office supplies) may be provided to
assist in performing volunteer duties. These items are intended to
be used for business purposes, and should not be removed from
The Center or used for personal business, except as authorized by
Senior Center staff.
VOLUNTEER CONDUCT
Code of Conduct and Disciplinary Policy
Volunteers are expected to follow the Senior Center’s
code of conduct, which protects the interest and safety of
all Center participants, volunteers, and staff. The Center’s
code of conduct and progressive disciplinary policy,
included in this packet on separate sheets, are provided to
each volunteer for review during the orientation process.
Alcohol and Drug Use
The Center provides a drug-free, healthy, and safe
environment. Reporting for work under the influence of
alcohol or drugs, or consuming alcohol or drugs during
work is not permitted and may lead to immediate
dismissal. The legal use of medication is permitted during
volunteer service only if it does not impair a volunteer’s
ability to perform the essential functions of the volunteer
position effectively and in a safe manner that does not
endanger other individuals in the workplace.
Solicitation
Volunteer presenters affiliated with a business may not
solicit their services or fundraise for another organization
while at the Senior Center. These volunteers may not
collect personal contact information of participants at the
Senior Center for the purpose of making commercial
solicitations. Volunteer presenters may display
informational materials and business cards on a table
during their presentations for participants to collect
voluntarily.
Political Activities
As representatives of The Center, volunteers, while on
duty, cannot campaign for or endorse a political candidate
or cause, including the wearing or distribution of political
attire and accessories.
Acting as a Representative of The Center
Volunteers shall not make statements or seek
contributions on behalf of The Center, verbally or in
writing, unless appropriately authorized.
CONFIDENTIALITY
Volunteers are expected to honor and respect the privacy of the
participants, volunteers, and staff of the Senior Center. Personal
information to which you may be exposed while serving as a
volunteer should be handled with sensitivity and discretion. It is
important that participants are protected against exploitation and
undue embarrassment.
When volunteers discuss the Senior Center with family or friends,
they are expected to keep in confidence personal information
they may have learned about individuals. Participant information
used for training or staff discussion should be conveyed in such a
way that the individual cannot be identified.
All information collected by The Center, with the exception of
personal medical information, is considered to be a public record
in the State of Iowa. It is not the role of a volunteer to dispense a
participant’s personal information. Volunteers should direct
requests for public information to the coordinator or supervising
staff member.
RELATIONSHIPS WITH PARTICIPANTS
In working with Senior Center participants, it is important for
volunteers to maintain appropriate and professional boundaries.
The volunteer role requires you to be friendly to all Senior Center
participants, but not necessarily to become friends.
Volunteers have no obligation to meet participants outside of The
Center and should use their judgment in deciding whether or not
to share their personal contact information with the participants
whom they serve.
For the safety of both volunteers and participants, The Center
generally does not offer volunteer services in the homes of
participants. Volunteers are discouraged from visiting or providing
services to Senior Center participants in their homes.
PAYMENT AND GIFTS
Volunteers may not accept payment or gifts of any significant
value for services rendered as part of their volunteer role.
Donations offered in appreciation of volunteer services may be
directed to the Senior Center or Friends of The Center. Volunteers
may not give, offer, or promise (directly or indirectly) anything of
significant value to a Senior Center participant.
EVALUATION AND FEEDBACK
Volunteers are encouraged to share feedback related to their
volunteer experience with their supervisor on an ongoing basis.
Supervisors provide individual feedback to volunteers, as needed.
Informal evaluation meetings between a volunteer and supervisor
are held periodically to provide opportunities to discuss the
following:
The volunteer’s level of satisfaction with their volunteer
position
The volunteer’s job performance
The volunteer’s goals for their volunteer experience and
an assessment of progress
Identification of any new volunteer interests or goals
GRIEVANCES
In situations where differences arise among volunteers or
between volunteers and participants or staff, it is advised to first
try to resolve these differences amongst the parties involved. If a
satisfactory solution cannot be achieved, the volunteer is
encouraged to discuss the situation with their supervising staff
member. If they prefer, they can speak with the Senior Center
coordinator. If informal attempts to resolve the issue are not
successful, the volunteer may initiate a formal grievance
procedure as described in section 9 of the Senior Center
Operational Handbook.
RESIGNATION AND RETIREMENT
When a volunteer decides to discontinue their service to The
Center, our staff would appreciate two weeks advance notice,
when possible. The supervising staff member may invite the
volunteer to participate in an exit interview or questionnaire,
which allows the volunteer to state reasons for leaving and reflect
upon their volunteer experience. This is a valuable tool for
strengthening The Center’s volunteer program.
RETURN OF PROPERTY
Volunteers may be responsible for Center property, which
includes all materials, files, keys, access cards, passwords, or any
other written or electronic information issued to volunteers. All
Center property must be returned to the supervising staff
member at the conclusion of the volunteer service.
REASSIGNMENT AND TERMINATION
Volunteer positions may be eliminated as a result of changes in
program needs. When this occurs, volunteers in the eliminated
positions will be offered other available volunteer positions and
whatever training is necessary.
If a volunteer’s work effort or behavior detracts from the quality
of service offered at the Senior Center and efforts to correct the
situation through discussion and training are unsuccessful, it may
be necessary to reassign or terminate the volunteer.
When the supervising staff member observes or receives a
complaint that a volunteer’s performance or conduct is
inappropriate, the following steps will be taken by the supervising
staff member:
1. Investigate the situation and identify any extenuating
circumstances that may have caused the volunteer’s
performance or conduct to depart from the expected
standards of their position. The supervising staff
person must substantiate all complaints and
observations.
2. If complaints and observations are substantiated, the
problem will be discussed with the volunteer, and, if
appropriate, retraining and/or reassignment will be
offered. Work performance will be re-evaluated
shortly thereafter.
3. If the supervising staff person determines that
termination is necessary and no alternative
reassignments can be identified, the situation shall be
reviewed and discussed with the Senior Center
coordinator. Coordinator approval must be obtained
prior to taking any final action.
CONCLUSION
We appreciate your attention to the topics discussed in this
handbook. We hope it will serve as a helpful resource during your
volunteer placement. Don’t hesitate to ask questions of your
supervising staff member if you are not sure about something.
Please review the supplemental materials included in this packet.
Complete the Volunteer Agreement Form and Liability Waiver,
and return these to your supervising staff member.
Thank you for choosing to serve your community at The Center!