‘Welcome to Swansea’ mentoring scheme … · Web viewApplication form4. Checks4. Before you begin volunteering4. Induction and training4. Preparing for the role5. The first

‘Welcome to Swansea’ mentoring scheme

VOLUNTEER HANDBOOKUseful information for you before you volunteer with us.

Welcome to Swansea: http://swansea.cityofsanctuary.org/welcome-to-swansea-mentoring-project

Mentor handbook 2015 (7).

ContentsIntroduction..........................................................................................................................................3

Purpose of scheme and how it works..............................................................................................3

Who you are volunteering for............................................................................................................3

Volunteer recruitment.........................................................................................................................4

Application form................................................................................................................................4

Checks.............................................................................................................................................4

Before you begin volunteering..........................................................................................................4

Induction and training.....................................................................................................................4

Preparing for the role......................................................................................................................5

The first session.................................................................................................................................5

Developing a person-centred plan....................................................................................................5

Planning ongoing visits......................................................................................................................6

Ideas for activities...............................................................................................................................6

Supervision and ongoing support.....................................................................................................7

Paperwork............................................................................................................................................7

Rights and responsibilities.................................................................................................................8

What you can expect from us........................................................................................................8

What we expect from you..............................................................................................................8

Expenses.............................................................................................................................................8

Travel................................................................................................................................................8

Child care.........................................................................................................................................9

Food and resources........................................................................................................................9

Gifts...................................................................................................................................................9

Dealing with difficult situations..........................................................................................................9

Reporting problems......................................................................................................................10

Urgent problems............................................................................................................................10

Less urgent problems...................................................................................................................10

People’s personal cases/ asylum applications..........................................................................10

Protection of vulnerable persons................................................................................................10

Keeping boundaries......................................................................................................................10

Things a mentor should not be doing.....................................................................................111

Contact: [email protected] 07496172896

Cities of Sanctuary, SCVS, 7 Walter Road, Swansea, SA1 5NF

http://swansea.cityofsanctuary.org/welcome-to-swansea-mentoring-project



Communications...............................................................................................................................11

Health and safety..............................................................................................................................11

Insurance.......................................................................................................................................11

Driving............................................................................................................................................11

Risk assessments.........................................................................................................................12

Lone working.................................................................................................................................12

Confidentiality................................................................................................................................12

Representing the organisation........................................................................................................13

Language.......................................................................................................................................13

Dress..............................................................................................................................................13

Actions............................................................................................................................................13

Time commitments...........................................................................................................................13

Information storage and monitoring................................................................................................13

Concerns and compliments.............................................................................................................14

Raising a concern about us.........................................................................................................14

If we have concerns about you...................................................................................................14

Ending your volunteering placement..............................................................................................14

Finishing early...............................................................................................................................14

Volunteering again........................................................................................................................15

Appendix a: volunteering process:.................................................................................................16

Appendix B: Useful questions and resources...............................................................................17

Questions.......................................................................................................................................17

Resources......................................................................................................................................17

Appendix C: supervision form.........................................................................................................18

Appendix D: useful contacts................................................................................................................19

Emergencies:.................................................................................................................................19

Out of hour’s social work:.........................................................................................................19

Non-emergency medical support................................................................................................19

Out of hours GP:.......................................................................................................................19

Advice and listening lines............................................................................................................19

Asylum Help services...................................................................................................................19

Staff contact numbers:.................................................................................................................20

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IntroductionWe hope that your journey of volunteering as a mentor on the “Welcome to Swansea” scheme will be an enriching experience. In order to ensure that this process runs as smoothly as possible we ask all volunteers to read this handbook. You can also find more general information on our website.

Purpose of scheme and how it worksThe purpose of the scheme is to promote integration between asylum seekers or refugees and the local Swansea community. It aims to increase knowledge of the Swansea area and encourage participation in day to day activities by:

Welcoming: ensuring that newly arrived asylum seekers (participants) are greeted and welcomed by a friendly face.

Building confidence: supporting participants to feel more confident in understanding systems

Sharing knowledge: Supporting participants to build up a knowledge-base of where useful services and groups are located and what they offer.

Empowering: the project aims to be a project that empowers people to do things for themselves, rather than doing things for them.

Volunteer mentors meet with participants for 2-8 visits and support them to develop their own personal plan regarding their goals and aspirations within their new community. The mentor’s role is to support participants to begin on this journey.

The role is not about telling people what to do or doing things for people. The role is to encourage participants to develop knowledge, skills and confidence which will enable them to do things independently in the future. This will work by continually progressing towards achieving agreed goals.

Mentors also play an important role in measuring the achievements of the project by carrying out essential paperwork and taking part in evaluations.

Who you are volunteering forSwansea City of Sanctuary is a part of a national movement that works to welcome and support refugees and asylum seekers and to celebrate the contribution that people seeking sanctuary make in Swansea and across the UK. Swansea City of Sanctuary was established in 2010, it was the first city of sanctuary in Wales, and is a part of a network that includes almost 40 cities, boroughs and valleys in the UK. We are delighted that you have agreed to volunteer with us; a key motto of the City of Sanctuary movement is that we are ‘what our supporters do’ and welcome your voluntary support!

The Wales Cities of Sanctuary Project is managed by Displaced People in Action.

The project aims to strengthen the existing work that members of Swansea City of Sanctuary already do and to set up some new projects too. Project staff will also be

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developing closer links with Cardiff City of Sanctuary with the aim of Wales becoming the first ever Nation of Sanctuary!

The project employs three staff members in Swansea:

Coordinator– Richenda Leonard ([email protected]) 07496 172895

Richenda coordiantes the work in Swansea working closely with Hannah and Eleri. She is working on raising the profile of the City of Sanctuary movement through working with high profile organisations, strategic work planning, as well as working with the receiving community to strengthen the vision of welcome for sanctuary seekers in Swansea.

Development Worker – Eleri Williams ([email protected]) 07496 172898

Eleri is working closely with pledged supporters to implement practical actions to support and involve people seeking sanctuary, sitting on the Swansea City of Sanctuary Working Groups and creating Refugee Speakers Teams.

Integration Officer– Hannah Chapman ([email protected]) 07496 172896

Hannah is the Swansea Integration Officer coordianting a project to welcome asylum seekers when they first arrive in Swansea via a mentoring scheme.

Hannah is also involved in developing resources for asylum seekers and supporting sanctuary seekers to find volunteering and other meaningful opportunities.

Volunteer recruitment A Swansea City of Sanctuary Volunteer is someone who chooses freely to commit their time and energy to support our objectives without material gain.

We aim to support volunteers throughout their volunteering experience. For a visual diagram of the volunteering process please see appendix A.

Application formAll potential volunteers will be asked to complete an application form.

ChecksWe ask all volunteers to provide us with a letter of reference or the details of a person who can act as a referee. We also use the initial meeting and training session as an opportunity to ensure that both you, and we, feel the role is suitable for you.

If this is likely to prove as a barrier to you becoming a mentor then please do let us know so we can look at other options together.

Before you begin volunteeringInduction and trainingIntroductory training is an essential part of your volunteering experience and nobody is allowed to mentor before they have attended. As well as learning about the organisation,

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mailto:[email protected]





your own role description and how you will monitor your own progress, it is also a chance to meet other volunteers.

Sessions are run regularly and if no sessions are available then a one to one appointment will be offered instead.

Preparing for the roleOften we are given very short notice that a referral has been made. Once we receive a referral the Integration officer will contact the participant and volunteers to arrange a suitable match.

Volunteers can help themselves to prepare for the role by taking part in other volunteering roles with the Cities of Sanctuary project, reading useful information (please see the ‘useful resources’ section) and taking on further training opportunities.

The first sessionWhere possible the first session takes place with a member of staff. This will be either in the office, in the participant’s home or in a public place. As a volunteer’s confidence grows they may wish to carry out the first session without a staff member present.

Following the session the staff member will get in contact with the volunteer to share any useful ideas for activity.

Developing a person-centred planMany sanctuary seekers have been asked to tell their ‘story’ many times and the purpose of this project is to support participants to find a way to look forward and find solutions to their current situation.

We make a loose plan with people so that mentors have an idea of areas that are important for the participant. We can also use the plan to measure how successful we have been in meeting the needs and wants of the participant.

The plan will include:

Identifying the participant’s best hopes Identifying where they are at now Some ideas on how they feel these hopes can be realised

The creation of the plan should be led by the participant, with volunteers and staff offering ideas only where appropriate. It is a plan about their personal hopes and aspirations and therefore they are the best person to decide what should go into it.

We aim to keep the plan focused on a persons’ own solutions and aspirations. We also aim to keep it flexible. This is because sometimes when people set very specific goals, it can lead to feelings of disappointment or failure if these are not achieved. Rather than giving very specific tasks/ aims, the plan aims to focus a person’s thoughts broadly on where they wish to be. In this way it is a guide to ensure the mentor is working in the right areas. It is not a strict work plan for the mentor.

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Planning ongoing visitsThe theme of the following visits (usually between 2 and 8) will be guided by the plan. However, it is common for plans to change and adjust. This is absolutely fine - we just ask mentors to keep a track of activity so we can check we are still meeting the participant’s wishes.

The emphasis of the scheme is on people doing things for themselves so mentors may wish to take a ‘graded’ approach. Please see an example of a graded approach below:

1. Session 1: Travel with participant to a drop-in and introduce them to people.2. Session 2: Participant travels to drop-in independently and volunteer meets them off

the bus and attends with them. Volunteer calls them afterwards to check they got home ok.

3. Session 3: participant and volunteer meet at drop-in and volunteer stays in background/ is there for support if needed.

4. Session 4: participant attends drop-in independently. Volunteer phones afterwards to see how it went.

Although we ask volunteers not to ‘do for’ people, sometimes it can be difficult to do this. If you are unsure you should ask yourself ‘if I do this on this occasion, will my mentee be able to do it more independently next time?’

Ideas for activitiesThe list below gives an example of some ‘typical’ volunteer activities. It is, however, in no way exhaustive and we encourage people to be creative in thinking of new ideas!

Orientation

An initial visit to the project office to meet staff A walking tour of the city centre Practicing bus routes Understanding what signs and symbols in public places mean.

Health and social care

Registering with statutory services Showing where free health services are i.e. Walk-in physiotherapy/ podiatry clinics

and the Health Access Team. Showing where to get help in an emergency i.e. 999, or emotional support i.e.

Samaritans, Child line.

Shopping

Finding out where shops are in their local community and visiting them Learning how to use British money. Showing affordable places to shop i.e. charity shops, pound shops Showing online sites such as Freecycle

Leisure

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Accessing the library Finding out about cheap or free leisure activities Attending drop-ins and support groups together Sharing outdoor spaces i.e. the beach, outdoor gyms Finding out about upcoming community events.

Learning and volunteering opportunities

Finding out about opportunities to learn English and making appointments Finding out about free courses and training opportunities and making appointments. Finding out about volunteering opportunities and making appointments.

Sharing cultures

Sharing British/ Welsh cultural ‘norms’

As you can see sometimes many of these areas can be covered in one session.

Supervision and ongoing supportAll Welcome to Swansea volunteers are offered support and supervision from a staff member or trained volunteer. To reflct on their practice, mentors may wish to use the supervision form (appendix C) as a tool.

We also hold regular ‘group supervision’ sessions for mentors to get to know each other and share ideas.

We also have a confidential online forum specifically for this project at http://swanseasanctuary.freeforums.net . We would encourage volunteers to share useful information such as groups, classes and activities on this site so that other mentors can use this information.

PaperworkAn important part of the project lies in measuring how successful it is. This means that we can identify areas for development and carry on doing the things we do well. For this reason we ask all volunteers to complete or view some paperwork during their mentoring placement. This might include:

Risk assessments: there is a copy of the risk assessment for the scheme on the website.

Action plan paperwork/ records: each volunteer will work to an action plan specific to their participant. We ask that volunteers fill out the paperwork after every visit.

Project activity diary sheets and outcome measures: These forms are used on every session to record what you have done together and to measure progress.

Evaluation: we ask that all volunteers give us feedback following their experience. This can be on a paper form or online. It is space to offer anonymous suggestions.

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http://swanseasanctuary.freeforums.net/



Rights and responsibilitiesWhat you can expect from us

Access to a volunteering opportunity that meets your professional development requirements as best as is possible.

To be treated with respect and to have your details treated with confidentiality in line with our confidentiality policy (see general volunteer handbook).

To be provided with suitable training, induction, supervision and evaluation opportunities.

To be listened to and taken seriously if you come to us with problems or concerns. To be reimbursed reasonable volunteering-related expenses. To receive a certificate for your involvement. This will be issued in accordance with

the criteria outlined in your role description. To be consulted on the running and direction of the organisation and invited to

consultation events and meetings. To be given the opportunity to evaluate your personal progress To be made aware if we feel you are unsuitable for the role and to be givne support

to access other opportunities.

What we expect from you To be familiar and act within our procedures, policies and guidelines To act in a way that does not bring the reputation of the organisation into disrepute

unnecessarily. To attend introductory training and subsequent supervision sessions as requested. To complete any paperwork and evaluations asked of you- this is vital to our funding

and development as an organisation. To treat the people you encounter through Cities of Sanctuary with respect and

dignity and to act as an ambassador for the organisation. To report to us any concerns you have about anybody you encounter through Cities

of Sanctuary in line with our protection of vulnerable adults and child protection policies (see general volunteer handbook).

To submit expenses in line with our expenses procedure and policies (see general volunteer handbook).

To act on any feedback given.

ExpensesTravelPublic transport travel expenses will be reimbursed upon the receipt of original or photo of (not photocopied) tickets along with the accompanying completed claim form up to the value of £10. DPIA discourages the use of taxis or private vehicle. If a volunteer is unable to use either the bus or the train, then they should get in touch with the designated member of staff before incurring any potential travel costs.

If you feel you need to use your car for the role then please speak to a member of staff.

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Child care Childcare can be provided but, as we have a limited amount of funding to be able to cover this cost, any childcare arrangements must be pre-approved by the designated member of staff before any provisions are arranged. Any childcare providers must be on the CSSIW approved register. DPIA will not pay for the services of non-registered or unapproved providers. It is the responsibility of the childcare provider (not DPIA) for the welfare and safety of the children whilst within the premises of the child care centre.

The CSSIW registered childcare provider should invoice DPIA directly. DPIA will then pay any invoices by cheque payment after receipt of such invoices. This arrangement must be made clear to the provider prior to booking in order to prevent any financial issues arising.

Volunteering should never cost the volunteer anything. DPIA will endeavour to supply or reimburse the cost of any necessary resources, however, any such consequential costs must be pre-approved by the designated staff member.

Food and resourcesLight refreshments can be reimbursed with the submission of original receipts up to the value of £5 when a volunteer is working over 5 hours in one session.

From time to time you may find that you need additional resources or funds to support you in your role as a volunteer. If this is the case then please let us know before spending money as it will need to be authorised first. Without prior authorisation we may not be able to reimburse you.

GiftsWe encourage volunteers not to give gifts from the people they encounter whilst volunteering. This is because gifts can be interpreted as a contractual agreement by some people. If volunteers do receive gifts, we ask that they make the organisation aware of the gift.

We also ask that volunteers do not give gifts to the people they encounter whilst volunteering. It is acceptable for a gift to be given at the end of a placement as a thank you or for a special occasion, but volunteers should not regularly give gifts.

Dealing with difficult situationsVolunteers will be working on their own initiative much of the time and for this reason may encounter difficult situations. As an organisation we aim to provide the best support possible to our volunteers are urge them to approach us at the soonest possible time to make us aware of difficulties or concerns.

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Reporting problemsIf a volunteer encounters a problem whilst on project then they can speak to a Cities of Sanctuary project staff member or a Displaced People in Action member of staff or trustee. If possible then make a written note of the problem when it happens.

Urgent problemsIf a volunteer feels that they need help in a situation then they should call the office and a project staff member will aim to come out and help. If a volunteer feels that they need support, but are unable to talk about the situation during the ‘phone call then they should incorporate the word ‘purple file’ into the conversation. This will be understood as a code word by staff that you need our support and we will run through a series of risk assessment questions on the ‘phone with you.

If you are unable to get hold of office staff then please use normal emergency contacts (listed at back of this document)

Less urgent problems Volunteers will also be encouraged to bring any problems to supervision, but if the volunteer feels that the issue cannot wait until supervision then it should be highlighted immediately. Volunteers should also refer to the complaints policy/procedure for guidance on how to proceed (see general volunteering handbook).

If volunteers have any concern about their immediate safety or that of others then they should notify the emergency services immediately. The incident should then be reported to Cities of Sanctuary at the earliest possible convenience.

People’s personal cases/ asylum applications The volunteer mentor is not trained in legal issues and should not get involved with a person’s application for asylum or other issues regarding housing or benefits. If a participant mentions issues in these areas then the mentor should support them to access the Asylum Help services (see useful contacts page). The mentor may choose to support someone to ring the helpline, attend an appointment, access an advice booklet or navigate the website. However they should not get involved in giving advice or filling in forms. If you are unsure about this area then please let staff know and we can talk it through.

Protection of vulnerable personsAll volunteers with Cities of Sanctuary have a duty to protect the vulnerable people and children they work with. If any volunteer has concerns about the safety or wellbeing of anyone who they encounter through their placement they should let Cities of Sanctuary staff know at the earliest possible time. Volunteers should also make a written note of their concerns and the time and date they were noted. Volunteers should refer to the child protection and protection of vulnerable adult’s policies for further guidance. These issue and procedures will be explored in introductory training.

Keeping boundariesMany volunteers take part in this scheme because they wish to help. It is often human nature to wish to help people out. The role of mentor can provide a huge amount of support to somebody, but only if it is carried out within certain boundaries.

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We ask that volunteers treat the relationship as a professional one rather than a friendship and do not get involved with a person’s life beyond the context of the scheme. This is because we don’t want to create attachments or dependencies on any individual. The aim of the scheme is to encourage independence rather than dependence. This is a topic which is covered more in initial training.

Things a mentor should not be doingThere are also certain roles/ activities that are not included in a mentor’s role and should not be carried out. These include:

Personal care i.e. washing or dressing someone Giving legal advice Getting involved in someone’s financial affairs Being alone with children or a child (anyone under age of 18) Becoming friends/ attached Getting involved in case work Counselling/ therapy Giving formal advice Advocacy

CommunicationsCommunication is a key part of the role and mentors will need to make contact with the participant to arrange project activity. However, mentors also need to be wary of keeping boundaries and not sharing more personal information than is necessary.

We encourage volunteers to keep their personal information personal. For this reason we would encourage you not to share your details with a participant if you do not feel comfortable doing so. We recommend that volunteers do not give out their home address or home ‘phone number.

Volunteers are welcome to share their number with a participant if they feel it will be useful. If they would prefer not to then the sessions can be arranged through the office.

If a mentor feels that their number is being abused or used inappropriately at any point then they should notify a project staff member at the first possible instance.

Health and safetyInsuranceAll volunteers are insured under our policy provided that they have acted within our policies and procedures and filled out/ viewed any necessary paperwork asked of them.

DrivingWe ask that volunteers use public transport where possible during project activity. However, if you feel that you need to drive in order to get to your place of volunteering then please let us know and we can talk you through the procedures and how to claim mileage and ensure you have the right insurance.

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Risk assessmentsAll activities are risk assessed before they commence. It is the responsibility of the volunteer to ensure they have seen the risk assessment online and taken any actions asked of them. It is also the responsibility of the volunteer to be familiar with the policies and procedures of the organisation.

Lone workingMentors on the scheme usually work on a one to one basis with a participant. Usually this is problem-free. However, we want to ensure that the volunteering experience is as safe as possible for all those involved.

For this reason, we ask that volunteers try where possible to meet participants in a public space and do not go to their home or invite them to yours.

We ask that volunteers always carry a mobile phone on them with the details of office staff saved on it. We also ask that volunteers make project staff aware of when their sessions are scheduled for.

We ask all mentors to text the project staff before and after each session. If we know project activity is happening and have not heard from the mentor then we will make contact to ensure everything is ok.

There are also panic alarms available from the office if you feel you would like to carry one on you whilst volunteering.

ConfidentialityWhen you volunteer on the project, we respect your personal information and will not share this with anyone without your consent. We also expect that you respect other people’s confidentiality.

Throughout the project you may become aware of personal information regarding participants, for example, contact details and life histories. We ask that, unless you feel that somebody else needs to know for the purposes of safety/ wellbeing, then you do not share this information with anyone outside of the scheme.

If you feel that anything is affecting you or you need to talk to somebody about something you have heard or seen then please contact a member of staff- we will be very happy to listen to you.

You will also be asked to carry out paperwork in partnership with a participant. We will give you a file to store paperwork in so that it can be kept private. We ask that this paperwork is not shared with anyone outside of the scheme or left visible in public places. At the end of the project the paperwork will need to be returned to us we can see the information for monitoring and put it in safe storage.

The forms will also be online so the completed forms can be emailed to us if easier.

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Representing the organisationIt is our aim to give our client groups the most positive experience possible from their encounters with Cities of Sanctuary. For this reason we ask that volunteers bear in mind the following:

LanguageWe ask that all volunteers think carefully about the language they use and avoid swearing or abusive language. We also ask that volunteers avoid any terminology which may be discriminatory or demeaning to people.

DressWe ask that volunteers dress respectfully to the situation they are volunteering in and avoid clothing with offensive language or images on it. In some situations volunteers may be working with groups where certain types of clothing may affect the volunteering relationship. Although it is the decision of the volunteer what to wear, they may wish to consider if it will affect the relationship with the client i.e. low cut tops.

ActionsWe ask that volunteers treat the people they encounter on the scheme with dignity and respect and do not make any comments or take any actions which would lead the organisation unnecessarily into disrepute. Sometimes volunteers may encounter negative attitudes from members of the public which may, understandably, cause anger. We ask that volunteer’s act at all times as an ambassador for the organisation and seek support for themselves if they become upset by anything.

Time commitmentsThe role of mentor requires a level of commitment. If you feel that you are unable to commit the time needed then please let us know at the earliest possible stage as there may be different volunteer roles available.

We ask that all volunteers commit to the initial training session (4-5 hours). This only needs to be done once. We also ask that all volunteers attend supervision and evaluation sessions.

The time involved in project activity will vary on an individual basis. There may be between 2 and 8 sessions, but usually we would expect it to be 3-4 sessions. Sessions may vary in length from 1-2 hours to 3-4 hours depending on the activity.

Volunteers and participants are encouraged to arrange timings that suit them both so that the volunteer knows in advance and can make sure the time is free.

Information storage and monitoringAs an organisation we store basic information about volunteers. This is kept in a locked filing cabinet and on a cloud-drive on our computers.

We also ask for monitoring and evaluation information which is made anonymous and which we may use to update funding bodies and for publicity.

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If you have any concerns about us using your information in this ay then please do let us know.

Concerns and compliments Raising a concern about usIf you encounter a problem with the scheme then please let us know. You can do this by contacting a project staff member. If you feel you cannot talk to a project staff member or they are unavailable then please contact a DPIA staff member. If you feel that you cannot talk to either of these bodies then please contact a DPIA trustee.

Finally if you feel that the issue needs to be taken higher then please contact the charity commission (http://forms.charitycommission.gov.uk/contact-us/general-enquiries/report-a-concern-about-a-charity/raising-concerns-about-a-charity/) for general purposes or the police if you believe illegal activity is taking place.

Equally, we welcome compliments so we can continue to build on the things we do well. If you would like to make a compliment then please contact a member of project staff.

If we have concerns about youWe will aim to always let you know that you are doing well. However, occasionally we may have concerns about a volunteer’s practice or behaviour. If this happens then we will aim to talk to you at the earliest stage and in the most proactive way possible. In the majority of cases, any issues can be solved easily and are sometimes down to misunderstandings.

In the rare event that we believe a volunteer is acting in a way which puts anyone else in danger or puts the

Ending your volunteering placementUsually volunteers finish their placement on a pre-agreed date. If they wish to extend this with Welcome to Swansea then this is usually welcome. Once volunteers have finished we ask that they complete the necessary evaluation paperwork and exit interviews. A certificate will be sent out on receipt of this information.

Finishing earlyWe ask that volunteers stay on their placement for the pre-agreed period. However, we do understand that situations arise and that volunteers need occasionally need to leave a placement prior to the pre-agreed date. In this instance we ask that volunteers notify us by email, telephone or letter with as much notice as possible and outlining the reasons as much as they feel able to. We also ask that every attempt is made to complete the necessary paperwork i.e. learning logs for our monitoring purposes.

We also hold the right to ask a volunteer to leave the scheme early if we feel that their behaviour or attitude is in any way negatively impacting the role. We use the induction period as an opportunity to assess skills, behaviours and attitudes. If, at any point, during this period we feel the role is not suitable for a volunteer then we will let them know and suggest other suitable volunteering opportunities to them.

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http://forms.charitycommission.gov.uk/contact-us/general-enquiries/report-a-concern-about-a-charity/raising-concerns-about-a-charity/

http://forms.charitycommission.gov.uk/contact-us/general-enquiries/report-a-concern-about-a-charity/raising-concerns-about-a-charity/



Volunteering againVolunteers are welcome to re-apply to volunteer at any point and need not complete the initial paperwork and training again.

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Appendix a: volunteering process:

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Evaluation appointmentsReview any further needs for participant

Review process/ learning needs for volunteer

Subsequent sessions (2-8) approx)To be decided according to plan Share useful information on forum

First session (once training and reference complete)Meet with staff member to estbalish best

hopes complete action plan

Induction process Introductory training (3-4 hours) carry out reference

Initial contact is madeVolunteer information pack (including

application form) is sent to you. Completed application form returned to us.




Appendix B: Useful questions and resourcesQuestions

What are your best hopes for our session today/ our work together? Did we do everything you hoped for in our last session? If not then what can we work

on? How can we make today’s session most useful for you? When you’ve faced this kind of issue/ problem in the past, how have you resolved it? What was the thing you were most pleased you did today?

Resources Reading:

This is where I am (Karen Campbell): a fictional novel based on the relationship between a volunteer mentor and the refugee mentee. Available in Swansea library.

From There to Here: Short stories about people’s experiences of migrating to Britain. Available in Cities of Sanctuary office.

The other hand (Chris Cleeve): a fictional novel about a Nigerian asylum seeker. In the Sea there are Crocodiles (Fabio Geda): The true story of a man’s journey to

Europe.

Information:

Mentor forum: http://swanseasanctuary.freeforums.net . this is a confidential forum that mentors can register with and where we share useful information as a team.

Swansea Bay Asylum seeker support group website: http://www.swansea-arrivals.net/index.php?option=com_content&task=view&id=40&Itemid=68

Project database of services: available in the Cities of Sanctuary office. Unity in diversity’s database of services: An online directory of services that

refugees and asylum seekers may need to access. Volunteers can also contribute or make amendments by emailing [email protected] Resource available at: https://docs.google.com/presentation/d/1RRBpXwMwd2tpaV0s4ZmSIWMwuZvpuK2zS49wYSjKZcE/pub?start=true&loop=false&delayms=10000&slide=id.p

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https://docs.google.com/presentation/d/1RRBpXwMwd2tpaV0s4ZmSIWMwuZvpuK2zS49wYSjKZcE/pub?start=true&loop=false&delayms=10000&slide=id.p

https://docs.google.com/presentation/d/1RRBpXwMwd2tpaV0s4ZmSIWMwuZvpuK2zS49wYSjKZcE/pub?start=true&loop=false&delayms=10000&slide=id.p


http://www.swansea-arrivals.net/index.php?option=com_content&task=view&id=40&Itemid=68

http://www.swansea-arrivals.net/index.php?option=com_content&task=view&id=40&Itemid=68

http://swanseasanctuary.freeforums.net/



Appendix C: supervision formWhat am I doing already? What do I need to do more

of?Empowering people to do things for themselvesBeing led by needs and wishes of participant Working independently

Being warm, empathetic and non-judgemental Recognising if someone needs further support Using project specific systems and paperwork Developing rapport with the participant Time management i.e. punctuality Challenging discrimination tactfully

General overview of what you have been doing and how it has been going:

What have you learned about yourself?

Things you would like to develop?

Positive things to build on

When you are performing ‘at your best’ as a mentor, how will you know? What will you be doing? Who will notice? What will they notice?

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Appendix D: useful contacts

Emergencies:If you are unable to get hold of a staff member and feel that you, or somebody else is in immediate danger or risk then contact the emergency services on 999. Asylum seekers are legally entitled to free health care if you need to call an ambulance or visit Accident and Emergency.

Out of hour’s social work:

There is a Social Services Emergency Duty Team (EDT) in Swansea on duty on weekday evenings (between 5.00 pm and 1.00 am Monday - Thursday and 4.30 pm - 1.00 am on Friday) and on weekends and bank holidays between 9.00 am and 1.00 am. Between 1.00 am and 9.00 am one person is on duty for serious emergencies only.

The EDT is only able to deal with emergency situations that cannot wait until the next day. Normally the team will provide information and advice to keep the situation safe until the next day. Only in the most difficult or urgent cases will a social worker visit.

You can contact the Emergency Duty Team on 01792 775501.

Non-emergency medical supportOut of hours GP:The GP Out of Hours Service operates from 6.30pm to 8am on weekdays, and all day on weekends and bank holidays. There is one number across Swansea, Neath Port Talbot and Bridgend to access this service: 0330 123 9180 (charged at local rates)

If participant has a minor injury use the Minor Injury Unit at Singleton Hospital, which is open between 8am and 8pm every day. (After 8pm, please use the Minor injury unit at Neath Port Talbot hospital)

Advice and listening lines CALL: 0800 132 737 or text ‘help’ to 81066. Anyone concerned about their own

mental health or that of a relative or friend can access the service. C.A.L.L. Helpline offers a confidential listening and support service

Childline: 0800 1111. Listening service for children and young people. Samaritans: 01792 655999 or 08457 909090. Listening service for adults.

Asylum Help servicesFor any support needed relating to a person’s application for asylum.

Asylum seeker support appointments. Contact EYST on 01792 466980 to arrange an appointment.

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Advice Helpline: Provides information and assistance at every stage of the application for asylum process. 0808 8000 630 (Also available in other languages- see leaflets in office for details)

Asylum support application: can assist with applying for accommodation and/ or support and notification of changes to your circumstances. 0808 8000 631 (Also available in other languages- see leaflets in office for details)

Website: www.asylumhelp.org Leaflets: there are also a number of information booklets in various languages which

are kept in the office.

Staff contact numbers:City of Sanctuary:

Hannah Chapman (integration officer) 07496 172896 [email protected] Richenda Leonard(Swansea coordinator)

07496 172895 [email protected]

Eleri Williams(Swansea development worker)

07496 172898 [email protected]

Elinor Harris (Wales coordinator) [email protected]

DPIA:

Should only be contacted if project staff are unavailable or you feel that you need to talk about an issue that you cannot talk to project staff about.

Richard Yeo (Finance and operations manager)

029 2048 2478 [email protected]

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