1	CASA of Franklin County 2005 Volunteer Handbook & Policies & Procedures Online Orientation
2	"Thank you for volunteering with..." Thank you for volunteering with CASA! Your work truly is priceless. CASA would be nothing without its volunteers!
3	Why Does CASA of Franklin County Need a Volunteer Handbook Now? Compliance with National and Ohio CASA Standards Maintaining consistent quality in the work of volunteers Ohio CASA review scheduled this year Need good records and documentation to collect data for grants and other funding sources
4	We Hope the Handbook Demonstrates to You that Your Work is…. Respected Considered to be professional Expected to be professional Important enough to require consistency Held to high standards consistent with our National and Ohio CASA Standards An integral part of a high quality program
5	Turning Over A New Leaf! We are committed to increasing the quality and consistency of the work done in the CASA office. One part of doing this is enforcing the new Volunteer Handbook. We acknowledge that most of these rules, while always in existence, were not rigorously enforced. We realize changes in the office may make more work for you! But we are confident that you will realize the handbook’s importance, as we have, and help us make CASA of Franklin County even better.
6	Your Responsibility The new Handbook is 47 pages long We will only review the most important sections and changes in this presentation It is the volunteer’s responsibility to review the entire handbook After doing so, please sign the Receipt document on page 47 to indicate that you received and reviewed the book and understand the contents and return the Receipt to the CASA office. Commit to following the roles and responsibilities, as outlined in the handbook, effective 1-1-2006! But don’t feel that you need to go back and “catch up” on late reports. We’ll all start with a clean slate in the new year. Please contact the office with any questions!
7	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities *** You are HERE CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination Volunteer Support
8	Volunteer Roles & Responsibilities #1 Should serve on at least two cases annually by investigating and monitoring the situation while the child is under court jurisdiction to ensure that the child’s best interests are being served.
9	Volunteer Roles & Responsibilities #2 Attend screening, interview, court observation, pre-service, and in-service sessions.
10	Volunteer Roles & Responsibilities #3 Conduct an independent investigation to gain a thorough understanding of the assigned case.
11	Volunteer Roles & Responsibilities #4 Conduct interviews with the child, caseworker, parents/ guardians, relatives, attorneys, teachers, foster parents and/ or any person with relevant information about the child; review files at appropriate agencies relative to the child.
12	Volunteer Roles & Responsibilities #5 Consult with the CASA staff as to findings and to review ongoing progress of the case.
13	Volunteer Roles & Responsibilities #6 Participate in monthly face-to-face contact with assigned child in the child’s home and monthly phone contact with the child protective agency for the length of case assignment.
14	Volunteer Roles & Responsibilities #7 Maintain and provide to the office accurate and timely forms and case records, including contact logs, monthly office updates, and court reports prior to each hearing unless other arrangements are made with the CASA office.
15	Volunteer Roles & Responsibilities # 7 Comment: OOPS! CASA acknowledges we’ve not always enforced rules about documentation deadlines. We’ve not made it clear to our volunteers that it’s VERY IMPORTANT that monthly updates and court reports be turned in consistently and timely. We will do our best to enforce this important CASA/ GAL responsibility in the future. Please understand our expectations are now higher, but for good reason! Monthly Updates Good documentation allows us to keep track of the work our CASAs do so we can provide accurate information to funders and National CASA. It also allows us to brag about your great work! Court Reports and Logs Documents like court reports and logs help new attorneys or new volunteers get a concise and complete idea of the case history. Court Reports also help leave a paper trail in the court system.
16	Volunteer Roles & Responsibilities #8 Attend all pertinent hearings, reviews, and/ or meetings necessary for each case assigned.
17	Volunteer Roles & Responsibilities #9 Maintain up-to-date and complete file records on each case assigned.
18	Volunteer Roles & Responsibilities # 10 Maintain mandated standard of confidentiality on information pertaining to each case assigned.
19	Volunteer Roles & Responsibilities #11 Follow all CASA Volunteer Policies & Procedures.
20	Volunteer Roles & Responsibilities #12 Determine if a permanent plan has been created for the child(ren).
21	Volunteer Roles & Responsibilities # 13 Determine whether appropriate services, including reasonable efforts, are being provided to the child and family.
22	Volunteer Roles & Responsibilities #14 Abide by program policies, court rules, and laws.
23	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management ** YOU ARE HERE Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination Volunteer Support
24	Volunteer Policies & Procedures Volunteer Management Maintenance of Records – review on your own Conflict of Interest – review on your own Representation of the Agency Policy: The official spokespersons for the agency shall at all times be the Executive Director and/ or the President of the Board of Trustees Procedure: All requests for speaking engagement and volunteer recruitment on behalf of the agency shall be referred to CASA’s Executive Director. Volunteers will not take any action or make any statement which might significantly affect or obligate the agency without prior consultation with, and approval from the Executive Director….
25	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection ** YOU ARE HERE Volunteer Training & Development Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination Volunteer Support
26	Volunteer Policies & Procedures Volunteer Recruitment & Selection Recruitment - review on your own Qualifications – review on your own Interviewing – review on your own Reference Check – review on your own Criminal Records Check – review on your own Certificate of Ability – review on your own Acceptance and Appointment– review on your own
27	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development ** YOU ARE HERE Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination Volunteer Support
28	Volunteer Policies & Procedures Volunteer Training & Development Pre-Service Training – review on your own Continuing Education Policy: It is the responsibility of the volunteer to attend at least 12 hours of continuing education each year. Procedure: Just as staff, volunteers should attempt to improve their terms of services. Additional training and educational opportunities will be made available to volunteer during their connection with the agency. This continuing education may include both additional information on performance of their current volunteer assignment as well as more general information, and might be provided by the agency or other groups. Any continuing education not sponsored by the agency needs to be approved by the Volunteer Director. It is the responsibility of the volunteer to submit proof of attendance (including hours of attendance) to the Volunteer Director upon approval. Continuing education is tracked by the calendar year. New volunteers must begin accruing continuing education hours for the first full calendar year after their swearing-in date.
29	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework ** YOU ARE HERE Volunteer Supervision Volunteer Discipline & Termination Volunteer Support
30	Volunteer Policies & Procedures Volunteer Casework Case Assignment Procedure Case Assignment Meetings Volunteer Caseload Confidentiality Short-Term Cases Providing Services Transportation Propriety & Safety Dress Code Leave of Absence
31	Volunteer Policies & Procedures Volunteer Casework Volunteer Caseload Policy – As a general rule, volunteers may handle up to two cases at any time. Procedure – It is within the discretion of the Volunteer Director, after considering the volunteer’s current caseload and availability, whether additional cases may be assigned. The Volunteer Director will take into consideration the length and intensity of the case assignment in making this determination.
32	Volunteer Policies & Procedures Volunteer Casework Confidentiality 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 staff, volunteer, children, or other persons or involves overall agency business. Procedures: Maintaining confidentiality includes, but is not limited to, case files within the agency office and file names or court-assigned case file numbers. Volunteers are required to sign a Confidentiality Agreement as provided by the agency each time a new case is opened. Volunteers must return all case materials to the agency upon case closure, resignation, or termination. Failure to maintain confidentiality may result in termination of the volunteer’s relationship with the agency or other corrective action.
33	Volunteer Policies & Procedures Volunteer Casework Confidentiality By law CASA Volunteers must keep most information regarding the case confidential. When in doubt, discuss with CASA staff. As a general rule, if the source deems the information confidential, the CASA Volunteer should regard it as confidential. As a general rule, it shouldn’t matter that the person you’re thinking about telling is “friendly” to the case. This might include a teacher trying to help the child or even a foster parent. These people may have access to the information through another venue, but it should not be through the CASA/ GAL!
34	What Information is Confidential? Names! FCCS records The identity of a person making a report of abuse or neglect School records Communication between attorneys/ clients, doctors/ patients, priests/ parishioners, psychologists/ patients, caseworkers/ clients. Many other pieces of information! When in doubt, ask CASA staff.
35	Sharing Confidential Information As a general rule, confidential information can be shared with CASA staff FCCS caseworkers The child The court CASA Volunteers may not share confidential information or details about their case with family, friends, or even other CASA Volunteers. CASA Volunteers may discuss their cases in very general terms without revealing detailed information, names, or contacts.
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37	Volunteer Policies & Procedures Volunteer Casework Providing Services Policy: Volunteers shall at all times maintain a professional relationship with the clients, court, and others involved in interacting with the CASA program. Procedure: The Volunteer shall not provide services (legal, therapeutic, or other), regardless of their qualification to do so, to anyone involved on a case assignment. A volunteer should consult with his/ her CASA supervisor before providing any service, or taking any action that might jeopardize the professional relationship.
38	Volunteer Policies & Procedures Volunteer Casework Transportation Policy: Transporting of assigned children and/ or their parents by volunteers is strictly prohibited.
39	Volunteer Policies & Procedures Volunteer Casework Propriety & Safety Policy: The volunteer must maintain propriety, the appearance of propriety, the safety of the child, and the safety of her/ himself in working on agency cases. Procedure: When interviewing a child in a one-on-one setting, the volunteer will avoid being behind closed doors. Under no circumstances shall the volunteer allow the child to come to his or her home, nor should the volunteer make placement arrangements for the child. The volunteer should not give money or expensive gifts to the child or the family. In the event a child discloses abuse or is otherwise in need of care, the volunteer will immediately make a report to his/ her CASA supervisor at (614) 462-7450 and to Franklin County Children Services at (614) 229-7000. Safety of the volunteer is of the utmost importance. If the volunteer feels uncomfortable about a situation, it is suggested that the volunteer ask a staff person to accompany them on their visit. It is recommended that the visits take place during daytime hours. The volunteer may also wish to advise the agency of their travel plans and destination.
40	Volunteer Policies & Procedures Volunteer Casework Leave of Absence Leave of Absence Policy: At the discretion of the Volunteer Director, leaves of absence may be granted to volunteers. Procedure: For volunteers who accept regular CASA cases, a leave of absence will not last longer than one year or the volunteer is required to retrain. Volunteers who accept only short-term cases in a one year period must be active for at least five months during the calendar year or they are required to retrain. Any volunteers required to retrain may continue to serve as volunteers once they re-attend the agency’s initial training.
41	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework Volunteer Supervision ** YOU ARE HERE Volunteer Discipline & Termination Volunteer Support
42	Volunteer Policies & Procedures Volunteer Supervision Internal Volunteer Protocol Volunteer Job Description – review on your own Volunteer/ Agency Relationship Lines of Communication - review on your own Annual Evaluations Case Evaluations
43	Volunteer Policies & Procedures Volunteer Supervision Internal Volunteer Protocol Policy: Agency staff members who work with volunteers, including the Volunteer Director, Volunteer Specialist, and Staff Attorneys, will follow a Volunteer Protocol in training, assigning, supervising, and evaluating all volunteer work. Procedure: This handbook is an internal document designed to ensure volunteers are appropriately supported and supervised in a consistent manner.
44	Volunteer Policies & Procedures Volunteer Supervision Volunteer/ Agency Relationship Policy: Volunteer and the agency are to be partners in implementing the mission and programs of the agency, with each having an equal but complementary role to play. Procedure: It is essential for the proper operation of this relationship that each partner understands and respects the needs and abilities of the other. Volunteers agree that the conclusions and recommendations brought to court will be achieved in conjunction with the guidance and recommendations of the agency. The agency will not alter reports or recommendations without the knowledge of the volunteer, but may ultimately do so without the volunteer’s consent. In the event of an irreconcilable difference of opinion as to the final recommendation, the agency staff member and volunteer will meet with the Executive Director as soon as possible. The Executive Director, after hearing both recommendations and supporting arguments, will make the final determination. If necessary, the Executive Director will also decide whether the volunteer and/ or staff member will remain on the case.
45	Volunteer Policies & Procedures Volunteer Supervision Annual Evaluations Policy: Volunteers shall receive annual evaluations to review their job performance. Procedure: Please read the lengthy procedure on your own.
46	Volunteer Policies & Procedures Volunteer Supervision Case Evaluations Policy: The CASA office shall conduct brief evaluations with staff attorneys and exit summaries with volunteer upon case closing. Procedure: The Volunteer Director will contact volunteers as cases end to conduct a short exit summary of the closing case. Staff Attorneys should share any pertinent information about a volunteer and his or her performance on a case at the time of case closing. This may be recorded on the case follow-up form. This information will be placed in the volunteer’s file and referred to at the time of annual review.
47	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination ** YOU ARE HERE Volunteer Support
48	Volunteer Policies & Procedures Volunteer Discipline & Termination Absenteeism or Inability to Perform Duties Dismissal of a Volunteer Volunteer Resignation
49	Volunteer Policies & Procedures Volunteer Discipline & Termination Absenteeism or Inability to Perform Duties Policy: Unexcused absence or failure to perform duties as delineated in the volunteer job description and on page 10 of this handbook will result in a review of the volunteer work assignment or term of service. Procedure: Volunteers are expected to perform their duties on a regularly scheduled and timely basis. If expecting to be absent from or unable to perform a scheduled duty, volunteers must inform the agency as far in advance as possible so that alternative arrangements can be made.
50	Volunteer Policies & Procedures Volunteer Discipline & Termination Dismissal of a Volunteer Policy: Volunteers who do not adhere to the policies and procedures of the agency or who fail to satisfactorily perform their volunteer assignment are subject to dismissal. Procedure: Prior to dismissal of a volunteer, staff will consult with the Volunteer Director and Executive Director.
51	Volunteer Policies & Procedures Volunteer Discipline & Termination Dismissal of a Volunteer cont… Reasons for immediate dismissal of a volunteer include but are not limited to: Volunteer breaches confidentiality Volunteer willingly and knowingly violates the policies and procedures of the agency Volunteer is found to have abused a child Volunteer lies to the agency or falsifies information during the screening process Volunteer acts in an unprofessional manner as determined by the agency with the child, his/ her parents, or other professionals on the case Conflict of interest Taking action outside role or endangering the child Initiating ex-parte communication with the court. Violating a program policy, court rule, or law.
52	Volunteer Policies & Procedures Volunteer Discipline & Termination Dismissal of a Volunteer cont… Reasons for possible disciplinary action that may lead to dismissal include but are not limited to: Volunteer does not submit required paperwork and/ or make monthly contact with the agency Volunteer misses court appearances, or other scheduled duties without notice Volunteer does not attend the 12 hours of yearly in-service training Volunteer is unwilling to follow directions Volunteer investigates without supervision or permission Volunteer fails to complete report within time frame of court schedule Volunteer is under investigation for child abuse Volunteer becomes involved in activities which could have negative implications concerning his or her relationship with the agency.
53	Volunteer Policies & Procedures Volunteer Discipline & Termination Dismissal of a Volunteer cont… Procedure cont… The Volunteer Director will schedule a time to meet with the volunteer to address any concerns. This meeting may result in a probation period, plan of action, or termination. If a volunteer does not agree with a decision made by CASA staff, he or she is entitled to a meeting with the Executive Director. The Executive Director or the Volunteer Director acting on behalf of the Executive Director has the authority to terminate a volunteer.
54	Volunteer Policies & Procedures Volunteer Discipline & Termination Volunteer Resignation Policy: Volunteers may resign from their volunteer service with the agency at any time. Procedure: It is requested that volunteers who intend to resign provide advance notice of their departure and a reason for their decision. Volunteer must return all case-related information and documentation to the agency upon resignation.
55	Table of Contents Volunteer Handbook CASA History and Overview Board of Trustees Staff General Information CASA Volunteer Roles & Responsibilities CASA Volunteer Qualifications Volunteer Policies and Procedures Policies and Procedures Introduction and Information Volunteer Management Volunteer Recruitment & Selection Volunteer Training & Development Volunteer Casework Volunteer Supervision Volunteer Discipline & Termination Volunteer Support ** YOU ARE HERE
56	Volunteer Policies & Procedures Volunteer Support Access to Agency Property & Materials Policy: As appropriate, volunteers shall have access to agency property and materials necessary to fulfill their duties, and shall receive training in the operation of any equipment. Procedure: Property and materials shall be utilized only when directly required for agency purposes unless express permission from the agency is obtained. Legal Representation Policy: The CASA program will provide volunteers access to legal advice on case assignments, as needed. Procedure: Staff attorneys are assigned cases on a rotating basis. They are responsible for managing their assigned cases and supervising the volunteer appointed to the cases. Legal advice on a case will be provided by the staff attorney assigned to the case. However, legal advice on a case can be provided by another staff attorney in the absence of the assigned attorney.
57	That’s it! Please take the time to review the handbook thoroughly. Once you’ve done so, please sign the Receipt on page 47 and return to the CASA office and return it the office by 1-1-06. Any questions should be directed to the CASA office at 462-7450.
58	Thank YOU! Thanks for all you do for Franklin County’s abused and neglected children. We hope this handbook becomes a tool that helps you understand and supports you in your role as a CASA/ GAL. The End