The Volunteers Charter...our commitment to you.

Last Updated: 23.01.2011

North Ayrshire Citizens Advice Service recognises the importance of prospective new and existing volunteers to have a shared understanding regarding what responsibilities they have as volunteers and what support, training and guidance will be provided by North Ayrshire Citizens Advice Service.

We recognise the valuable and significant contribution volunteers make in enabling the organisation to carry out its operations, and provide its services as a registered charity to support our clients and the people of North Ayrshire, through advice and information to help them resolve any problems they may have.

Our responsibility to you.

• Ensuring that all volunteers are properly integrated into the North Ayrshire Citizens Advice Service structure and that staff, at all levels, work positively with volunteers, actively seeking to involve them in the work that we do.
• Provide each volunteer with the name of a contact point who will look after their interests, provide support and supervision on a regular basis.
• Any information shared with the North Ayrshire Citizens Advice Service is kept confidential.
• We will reimburse all pre-agreed expenses, at appropriate rates, incurred in carrying out activities as a North Ayrshire Citizens Advice Service volunteer e.g. travel and subsistence.
• Recognising and valuing the contribution of volunteers.
• A clear volunteer support framework.
• Assisting volunteers in carrying out their roles by providing induction, training, skills development, information and support, equipment and resources necessary to the role being undertaken.
• Giving the same protection under health & safety regulations as paid employees.
• Endeavouring to resolve any problems, grievances and difficulties which may be encountered while volunteering and provide an opportunity to discuss the issues in an appropriate manner.
• Including volunteers at relevant meetings and social functions and consulting on matters directly or indirectly affecting voluntary work.

Responsibilities of volunteers

We would ask that as a volunteer you:

• Work with us to achieve our aims and objectives.
• Be reliable, punctual and honour any commitment made to the best of your ability, such as notifying in good time the relevant member of staff if you are unable to volunteer on a particular day (such as holidays), or if you are going to be delayed.
• Carry out your voluntary work as outlined in the agreed description or written guidelines and be prepared to be flexible in order that your voluntary support moves with a growing and changing service.
• Be willing to undertake appropriate training and encourage general good practice that will improve performance in respect of the voluntary work undertaken.
• Volunteer within the policies, procedures and guidelines of North Ayrshire Citizens Advice Service, especially those relating to confidentiality, equal opportunities and diversity, health and safety.
• Contribute to the work of the service by attending meetings as necessary.
• Show respect for fellow Citizens Advice Bureau volunteers, employees, members and clients.
• Respect and uphold the confidentiality of all information relating to the North Ayrshire Citizens Advice Service, its members, employees and clients, during and after cessation of voluntary work.
• Uphold the name of North Ayrshire Citizens Advice Service. Conduct yourself in an appropriate manner whilst volunteering for and representing North Ayrshire Citizens Advice Service so as to uphold and enhance the positive reputation and relationship the charity has with others.
• Provide notice of your intention to stop volunteering for us, where possible.

Working together for the people of North Ayrshire

North Ayrshire Citizens Advice Service is committed to the principle of equality of opportunity and aims to ensure that all present and potential participants, members, volunteers and employees are treated fairly and on an equal basis, irrespective of their gender, age, disability, ethnic origin, colour, religion or belief, social status or sexual orientation.

North Ayrshire Citizens Advice Service and volunteers commit themselves to use and apply this Charter in the spirit of mutual respect and goodwill and to work together in that spirit. This is an enduring agreement to which all parties will be committed.

The Charter shall be reviewed as required by agreement of the parties.