CLAPA VOLUNTEER HANDBOOK

Thank you for choosing to volunteer with the Cleft Lip & Palate Association (CLAPA). As a CLAPA volunteer

you’re our representative in the community, our means to help those affected by cleft, and our voice for all those

involved in cleft care and treatment. Thank you – we couldn’t do anything without you!

ABOUT US

CLAPA is the only UK-wide voluntary organisation specifically helping those with, and affected by, cleft lip and

palate. We are unique. CLAPA was set up in 1979 as a partnership between parents and health professionals. We

provide support for new parents, and for people with the condition and their families, from infancy through to

adulthood.

CLAPA is based in London with a network of branches (branches are all run by volunteers) and many other

regional contacts in the United Kingdom, all committed to providing the support needed by families affected by

cleft lip and/or palate.

Branches are run by people who have themselves benefitted from the organisation, often working in partnership

with local health professionals.

CLAPA'S KEY FUNCTIONS ARE TO:

> Organise peer and parent support through its nation-wide network

> Run a specialist service for parents and health professionals seeking help feeding babies with

clefts

> Develop support for children and adolescents affected by clefts at school and in social

settings through such activities as confidence-building camps

> Encourage and support research into causes and treatment of cleft lip and palate

> Represent the interests of patients and parents, influencing policy on future treatment of cleft

lip and palate

> Conduct educational seminars for health professionals and the general public

> Raise funds in the community

> Publish and distribute a range of

information leaflets, increasing public

awareness of the condition

> Support projects in countries where cleft

treatment is limited or unavailable

WHY VOLUNTEER?

Volunteering is: ‘any activity that involves spending time,

unpaid, doing something that aims to benefit the environment or

someone (individuals or groups) other than, or in addition to, close

relatives. Central to this definition is the fact that

volunteering must be a choice freely made by each

individual. This can include formal activity undertaken

through public, private and voluntary organisations as well as

informal community participation’ - Volunteering England.

In other words, giving your time to help people affected by

cleft!

Volunteering can also be a great way to meet people, socialise, develop new skills, improve your CV or

simply gain confidence and experience. We provide a written reference for our volunteers if required,

and also organise regular opportunities to meet and socialise, including our national annual

conference.

We have a huge variety of volunteer roles available, right across the country. Our

volunteers are at the heart of everything we do, and their roles include:

> Parent and Peer Supporters

> Branch Committee Members

> Happy Faces Organisers

> Ambassadors

> Clinic Volunteers

And much more!

‘We warmly welcome the involvement of volunteers and the unique qualities and skills they bring.

CLAPA was founded by, and depends on, volunteers who support and enrich the lives of the cleft

community’.

VOLUNTEERING WITH US - WHAT YOU CAN EXPECT

Induction

Once your application has been accepted a CLAPA team member will be in touch to arrange your induction, which

can be in person, over the phone, skype, or whatever suits you. These cover all of the roles available, CLAPA policies

and procedures, information, knowledge and practical skills needed to carry out your role, plus a chance to chat with

your key contact at CLAPA.

Training

We want to ensure that you feel happy and confident to carry out your role. As a volunteer you’ll receive full initial

training plus ongoing training and development opportunities. Depending on your volunteer role, you may be

required to attend annual refresher training or a volunteer development day. You'll also be in regular contact with

a CLAPA staff member who will be your line manager.

Support

You’ll receive ongoing support from your line manager and CLAPA staff, opportunities for further training, plus

support and contact from other volunteers as well. We try and encourage volunteers carrying out the same roles to

meet up from time to time and share expertise and experience.

DBS (Disclosure and Barring Service checks)

We work closely with children, young people and

vulnerable adults in a variety of ways. If your role

involves working with these groups you may be

required to undergo a DBS /PVG check as part of

our policy on safeguarding.

POLICIES AND PROCEDURES

We ask all volunteers to follow our policies and procedures. If you have any queries at all

please don’t hesitate to ask, and copies of relevant forms and details of all policies are made

available to you as part of your training and induction. A quick summary of our relevant volunteer policies is

provided below.

Use of CLAPA logos, charity number and branding

CLAPA is a registered charity and company limited by guarantee. Our logos and branding are protected.

Therefore we ask that you please only use official CLAPA merchandise – leaflets, posters, t-shirts etc. (which can be

ordered from us) and that when fundraising for CLAPA you always quote our charity number. Templates for letter-

heading, our CLAPA and funders’ logos etc. are also available, please just ask if you need them.

Expenses

We reimburse volunteers for any reasonable out-of-pocket expenses. We’ll only reimburse the amount that you have

spent as a result of your volunteering, up to agreed maximum levels. Tickets and receipts must be provided in order to

claim these. Currently we pay for standard class train/bus fares, 40p per mile for petrol (please see our expenses

policy for full details) some childcare/accommodation costs where applicable and up to £15 for an evening meal if you

are out on CLAPA business.

Volunteering & benefits

As long as you only receive out-of-pocket expenses there should not be a problem with volunteering while on

benefits. However if you are on benefits we ask that you inform JobCentre Plus before volunteering.

Health and safety

We are committed to the care and wellbeing of everyone who works and volunteers for us or uses our services.

All voluntary activities are covered by the same health and safety legislative requirements as those for

employees. It is your personal responsibility to maintain health and safety standards in order to provide a safe

working environment for all. Suitable risk assessment(s) must be prepared for all activities being carried out for

CLAPA. Therefore please comply with all relevant instructions and procedures relating to safety and follow

guidance provided by us or the organisation where you volunteer (e.g. in a Cleft clinic in hospital). We have a

strict no-smoking policy which covers staff and volunteers in all CLAPA roles.

Emergency contact

On your application form you will have provided us with an emergency contact, who we will contact in the

unlikely event of an emergency. Please note that we NEVER ask our volunteers to carry out home visits. You

should always meet in a public, safe, well-lit place and let a staff member know where you are.

Working with Cleft teams

We work closely with and are supported by cleft teams across the country and realise that many volunteers have

contact with cleft teams in a personal capacity – as friends, family or patients themselves. However we are also

an independent charity and therefore the boundaries of both CLAPA and the Cleft team should be respected.

Please ask for advice if you are unsure about any apparent conflict of interest or confidentiality issues that may

arise.

Confidentiality & Data Protection

We ask all volunteers to maintain confidentiality. You may, in your role, handle sensitive personal information

about the people we’re helping, and we are governed by Data Protection legislation. This means that

confidential information about people we support, volunteers, patients, cleft teams and our work is kept private,

unless sharing this information is required by law. We ask that you fully familiarise yourself with our Data

Protection & Confidentiality policies and adhere to these at all times.

Equality & Diversity

We don’t discriminate against any staff member, service user or volunteer because of their age, disability, ethnic

origin, gender, marital status, nationality, political beliefs, race, religion, sexual orientation or socio-economic

background and are committed to treating everyone who comes into contact with us fairly. We accept

volunteers based on their suitability for the role; and in some cases this may mean we ask that you have personal

experience of cleft (e.g. you or a relative/someone close).

Insurance

CLAPA has Employer’s Liability Insurance which insures against liability for injury and disease experienced by

volunteers and staff as a direct result of their involvement with CLAPA activities. As a volunteer you are also

covered by our public liability insurance when carrying out CLAPA activities.

Car drivers

Please note that if you will regularly be using your car for CLAPA volunteering activities you must inform your

insurer. Mostly there will be no extra charge for this but your policy may be invalid if you don’t inform them. We will

ask you for several documents for our records, covering insurance, MOT, and tax.

Facebook & Social Media

CLAPA has a strong online presence and our website and forum are a great way for volunteers to stay in touch and

support others with cleft. However, as per the Volunteering Agreement, we ask that you familiarise yourself with

our social media policy and follow it carefully, especially if you are using your personal email address and/or Facebook

account.

Staying in touch and resolving day to day issues

Your designated CLAPA line manager is your first point of contact for keeping in touch and dealing with day to day

issues. However any staff member will always be happy to help. Most of our volunteers are home-based and although

you will probably meet up regularly with other volunteers and staff it’s important to stay in touch. As a volunteer

you’ll receive our e-updates, newsletter and an invitation to our conference, as well as attending local Branch

meetings and/or regional development days. You can also access regular information via our website www.clapa.com

Complaints & feedback

We are fully committed to listening and responding to any feedback, comment, concern or complaint. We will

make every effort to actively respond as soon as possible and any concern or complaint, no matter how

small, should be raised with your named CLAPA key contact or the Deputy CEO as soon as possible. We want your

volunteering experience to be as happy and enjoyable as possible!

Volunteer Resource Centre

Our Volunteer Resource Centre is an online library of all the policies, procedures and documents you will need in the

course of your volunteering. Please note it isn't accessible from anywhere else on the CLAPA website - you have to type

the address into your browser directly. For this reason, we recommend you bookmark this link:

www.clapa.com/volunteer-resource-centre/

VOLUNTEER CHECKLIST

Role Applied for:

Training date:

My CLAPA line manager/point of contact is:

My nearest CLAPA Branch is:

My nearest CLAPA Happy Faces group is:

My nearest Cleft team and contact is:

Policy checklist: Expenses Health and Safety Confidentiality & Data Protection

Safeguarding Children and Vulnerable Adults Social Media

Any notes and queries: