Volunteer Manual

Table of Contents
Catholic Charities Diocese of Charlotte ......................................................................................................... 1 Mission Statement and Core Values ........................................................................................................... 1 History ............................................................................................................................................................. 1 Leadership ....................................................................................................................................................... 2 Services ............................................................................................................................................................ 2 Office Locations ............................................................................................................................................ 6 Hours of Operation................................................................................................................................... 6 Emergency Procedures ............................................................................................................................. 6 Volunteer Program ........................................................................................................................................ 7 Overview ..................................................................................................................................................... 7 Paid Staff and Volunteer Relations ......................................................................................................... 7 Confidentiality and Ethics ........................................................................................................................ 7 Cultural Diversity ....................................................................................................................................... 8 Volunteer Policies ...................................................................................................................................... 8 Volunteer Rights ......................................................................................................................................10 Volunteer Responsibilities ......................................................................................................................10 Agency Rights ..........................................................................................................................................11 Agency Responsibilities ..........................................................................................................................11

Catholic Charities Diocese of Charlotte
Mission Statement and Core Values
We are a Christian ministry of charity, service and justice dedicated to providing help to those in need, hope to those in despair, and inspiration for others to follow.
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We are faithful to the teachings of the Catholic Church as expressed in Sacred Scripture and Catholic Tradition. We respect the sanctity of human life from conception to a natural death. We are active advocates for social justice. We work to assist our clients in developing and strengthening their God-given talents and abilities. We have a preferential option for the poor and vulnerable. We recognize diversity by providing services, according to our Catholic Teaching, to people of various economic, social, religious, racial or ethnic backgrounds. We adhere to responsible stewardship. We are committed to professionalism. We partner with parishes and others of good will to strengthen services to clients. We minister to the physical, mental and spiritual needs of those we serve.

History The history of organized charitable outreach sponsored by the Catholic Church in North Carolina began over a century ago with the establishment of hospitals that offered free or low fee services to the poor by Benedictine monks and the Sisters of Mercy. The next major step in charitable outreach occurred in 1948 when Bishop Vincent S. Waters of the Catholic Diocese of Raleigh (which at that time covered the entire state) incorporated The Bureau of Catholic Charities to provide services to the poor and vulnerable. One year later, Bishop Waters extended services across the state with the opening of a Catholic Charities branch office in Charlotte. The agency was initially staffed by the Missionary Servants of the Blessed Trinity, an order of Roman Catholic sisters devoted to education, health care, and social services. The sisters provided pregnancy support, maternity care, foster care and adoption services to families throughout the state of North Carolina. Following a mid-century trend among some Catholic Charities agencies, in 1962 Bishop Waters changed the agency name to Catholic Social Services, Inc. After the formation of the Diocese of Charlotte, Bishop Michael J. Begley organized the charitable outreach in western North Carolina under the legal name of Catholic Social Services of the Diocese of Charlotte, North Carolina, Inc. On May 17, 2013 - the 40th anniversary of the agency’s incorporation - a next step in the life of the agency took place with the renaming to Catholic Charities Diocese of Charlotte by Bishop Peter J. Jugis. This name change and the adoption of a new logo were made to renew agency roots in the Church’s long history of charitable outreach to the poor, vulnerable and those in need of services. Since its beginning with three religious sisters, Catholic Charities Diocese of Charlotte has grown to a staff of over sixty professionals and hundreds of volunteers.

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Leadership
Gerard A. Carter, Ph.D. Executive Director/CEO Linda Franks Business Director, Executive Team Cira Ponce Refugee Office Director, Executive Team Diane Bullard Piedmont Triad Office Director Sharon Davis Charlotte Regional Office Director Ann Kilkelly Development Director Joseph Purello Social Concerns and Advocacy Director Sheila Purello Accreditation, Training, and Quality Improvement Director

Services
Burial Assistance Catholic Charities assists families with limited resources in making arrangements and final plans for a family member. When Mecklenburg County discontinued funding to assist with burials in 1994, an agreement was made among Catholic Charities, the participating funeral homes and the City Cemetery Department to provide funeral and burial or cremation services to families in need. Domestic Adoption Catholic Charities Diocese of Charlotte has been fully licensed by the state of North Carolina as a child-placing agency since 1948. We provide services to 46 counties in the western region of North Carolina. We welcome families of all faiths and ethnicities. We believe that every child deserves to have a family to guide them through life. It is important to know that as you build your family through adoption, your journey does not end with the placement of a child. After School Refugee children receive homework assistance, enrichment, and mentoring in the Catholic Charities afterschool program, Refugee School Impact Program. Begun in 2006, the program is 2

available to refugee children who attend public school from ages 6-18 years. During the school year, the programs focus on homework completion, tutoring, help with reading and activities to reinforce English skills. Counseling Catholic Charities offers individual, family, (pre)marital, and group counseling. Counselors have Master level degrees in counseling, social work, marriage and family therapy, and/or pastoral counseling. Elder Ministry Elder Ministry provides leadership and guidance to parishes and older adults within the Diocese to enhance their well-being and to promote the development of programs. Natural Family Planning Natural Family Planning (NFP) is an umbrella term for certain methods used to achieve and avoid pregnancies. Education and training workshops are provided. Marriage Preparation On Saturdays throughout the year, the diocesan Family Life program offers one-day marriage preparation workshops to help couples continue to build a solid foundation for their marriage. Respect Life Catholic Charities seeks to educate and raise awareness about abortion and other human life issues. It sponsors events and activities such as the annual March for Life, National Night of Prayer for Life, post-abortion healing services, and prayer services. Food Pantry Each food pantry provides walk-in assistance on a first-come, first-served basis during normal operating hours. The pantries operate on a client-choice model, through the principle of providing food with dignity. Clients select food they would like from a list of items in stock. Clothing Closet & Wee Care Shoppe The Western Regional Office in Asheville has a clothing closet, for both children and adults. Shoes and clothing services are available during food pantry hours on Wednesday to the first 20 clients. The office in Winston-Salem operates a Wee Care Shoppe that provides free infant and toddler clothing to children in need. Clothing is available in sizes preemie to 2T. Volunteers help clients pick out clothing and supplies, like diapers and bottles. The Shoppe partners with Newborns in Need and is supported entirely by public donations. 3

Adoption Catholic Charities Diocese of Charlotte has been fully licensed by the state of North Carolina as a child-placing agency since 1948. Our professional staff will provide ongoing support, guidance and education to all members of the adoption circle for a lifetime. Pregnancy Support Our experienced social workers listen and provide compassion, respect, encouragement and support. Service includes free confidential counseling, services for expectant parents of all races and faiths, Traditional, Semi-open or Fully Identified adoptions, assessments for referrals for medical, housing and financial needs and post-delivery counseling. Teen Parenting Catholic Charities offers support, encouragement, and education to teen parents in an effort to prepare them for future independence and self-sufficiency. Refugee Case Management Catholic Charities provides services in refugee resettlement and assistance through case management. Case managers work one-on-one with refugees and their families to help achieve success in a new country. Citizenship Catholic Charities assists qualified Legal Permanent Residents in becoming U.S. Citizens. Employment The Employment Staff assists refugees obtain employment and become self-sufficient. Upon arrival, refugees receive an orientation to the local work environment. The staff provides ongoing job counseling and assists the refugees in their job search. Potential employers are contacted to develop job opportunities for them. The staff assists the refugees navigate the application and interview process. After they are hired, post employment counseling and ongoing support services are provided to maximize their chances for success and integration into community life. Translation and Interpretation The Winston-Salem office of Catholic Charities provides quality, professional interpretation services to the Piedmont area. Clients and businesses receive face-to-face interpretations or phone interpretations available in English or Spanish. Social Concerns and Advocacy Catholic Charities supports efforts to put faith into action on behalf of justice. Through the Social Concerns & Advocacy Office a wide range of educational programs and resources 4

promote justice, address unjust social conditions, and work for the protection and respect for all human life - from conception to natural death.

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Office Locations
Asheville
50 Orange Street Asheville, NC 28801 P 828.255.0146 F 828.253.7339

Greensboro
2311 W. Cone Blvd., Suite 145 Greensboro, NC 27408 P 336.288.1984 F 336.288.5401

Winston-Salem
627 W. 2nd Street Winston-Salem, NC 27101 P 336.727.0705 F 336.714.3232

Charlotte
1123 S. Church Street Charlotte, NC 28203 P 704.370.3262 F 704.370.3290

Murphy
27 Hatchett Street Murphy, NC 28906 P 828.835.3535 F 828.835.9794

Hours of Operation
The offices of CCDOC are open Monday through Friday from 9:00 a.m. to 5:00 p.m. We are closed for the following holidays: New Year’s Day Dr. Martin Luther King, Jr. Day Easter (closing at 12:30 p.m. on Holy Thursday through Easter Monday) Memorial Day Independence Day Feast of the Assumption (August 15th) Labor Day Thanksgiving Day and the Friday after Thanksgiving Feast of the Immaculate Conception (December 8th) Christmas (closed Christmas Eve through the day after Christmas) CCDOC Food Pantries are open as follows: Asheville: Wednesday, 12:30 p.m. – 4:00 p.m. Charlotte: Tuesday and Thursday, 9:00 a.m. – 11:00 a.m. Winston-Salem: Thursday, 9:00 a.m. – 11:30 a.m.

Emergency Procedures
Each regional office has written emergency procedures that cover a variety of situations. Your supervisor will go over those procedures with you. However, in all cases, you should follow the lead of agency staff. In case of fire, call 911 then exit the building immediately and proceed to the agreed upon evacuation area. Emergency exit floor plans are posted on each floor of the building. In a medical emergency, call 911 and summon the assistance of agency staff. In the event of tornado or severe weather, follow the lead of agency staff and take cover in areas such as stairwells, conference rooms, washrooms or under heavy furniture. Remain in a safe area until an ALL CLEAR is given and further instructions are received. In the event of a telephone bomb threat, follow the lead of agency staff and exit the building as directed.

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Volunteer Program
Overview
Volunteers are vital to our agency and provide knowledge, experience and skills that promote the CCDOC vision and mission. The contributions of our volunteers enhance the level of service we are able to provide to our clients. Catholic Charities Diocese of Charlotte values the volunteers who commit their time to assist the agency in the provision of services to those in need in the diocese. We understand that you have other obligations and we are grateful for your desire to dedicate some of your time to us. Our goal is to provide an opportunity for you to use your talents and skills in way which is rewarding to you as you support the work of the agency. Catholic Charities Diocese of Charlotte accepts the service of volunteers with the understanding that such service is at the sole discretion of the agency. All volunteer positions are at-will relationships which may be ended by either the volunteer or the agency at any time, for any reason.

Paid Staff and Volunteer Relations
Paid staff is responsible for administering the programs and services of the agency to meet the stated mission, goals and objectives of the agency and the programs. Paid staff is accountable for service outcomes. Volunteers contribute to the accomplishment of outcomes by working with paid staff in general office operations and in the service delivery process. Volunteers supplement and enhance the work of paid staff; they do not replace paid staff. Catholic Charities Diocese of Charlotte appreciates your insight and expertise and encourages your suggestions and feedback about improving the effectiveness and efficiency of agency operations and service delivery. Your ideas and comments should be directed to your supervisor or the office director.

Confidentiality and Ethics
The Confidentiality policy of CCDOC states that staff will adhere to confidentiality standards as dictated by state law and professional ethical principles. The policy clearly states five exceptions to confidentiality. Absent one of those exceptions, the staff of CCDOC will not tell anyone anything about the services received by a client, or even that an individual is a client, without his or her full knowledge and explicit consent. Volunteers may have knowledge about clients and the services they receive from CCDOC. All volunteers are required to comply with confidentiality policies and practices of CCDOC. Volunteers should not share information about clients with any person or agency outside of CCDOC. This policy is explained in detail in the Volunteer Confidentiality Agreement. Volunteers who have concerns about a client should discuss those concerns in private with their direct staff supervisor or office director. The supervisor or director will handle the concerns in an appropriate manner. Volunteer private information will also be protected by the agency. 7

The Code of Ethics of the Diocese of Charlotte requires all representatives of the Church, including clergy, religious, directors, lay employees and volunteers to observe high standards of business and personal ethics. All representatives must practice honesty and integrity in fulfilling their duties and responsibilities and comply with all applicable laws and regulations. The Code of Ethics includes a Whistleblower Policy that addresses the submission of concerns, the receipt, retention and treatment of complaints and the protection of anyone reporting concerns from retaliatory actions. Each representative of the diocese has an obligation to report any reasonably perceived violation of: a) Federal, state or local laws, rules or regulations, b) the diocese’s Code of Ethics, c) the diocesan sexual misconduct policy, d) diocesan personnel policies or e) diocesan financial policies, including questionable or improper accounting, gross mismanagement, waste, fraud, embezzlement, neglect of duty or other actions that threaten or are viewed as harmful to others or the diocese. Volunteers should report any concerns regarding the Code of Ethics to the program director or the office director who will proceed with an investigation. Anyone reporting a concern must act in good faith and have reasonable grounds for believing the information disclosed is a legitimate matter of concern.

Cultural Diversity
Catholic Charities Diocese of Charlotte serves a diverse population of clients throughout the western half of North Carolina. Services are provided without regard to age, race, ethnicity, gender, religious or political membership, physical or mental disability or infectious disease. Clients should be treated with respect and dignity and should not be discriminated against because they belong to a particular group. Cultural diversity is also reflected in the staff and volunteers of CCDOC. As an agency, CCDOC embraces cultural diversity and expects staff and volunteers to respect and accept the cultural differences of everyone with whom we work and serve.

Volunteer Policies
Application and Screening The application and screening process for volunteers is guided by diocesan and agency policies. This process is essential to maintain the integrity of the organization and ensure the safety of clients, staff and volunteers. The screening process provides an opportunity to discuss your interests and abilities as well as the needs of the agency in order to identify a particular role that will meet your needs and provide you with a degree of satisfaction. Catholic Charities Diocese of Charlotte works with vulnerable populations. To protect those individuals, the agency follows diocesan protection policies that require screening via a criminal background check on all employees and volunteers. Diocesan policy also requires all employees and volunteers complete the “Protecting God’s Children” training program which educates those who work closely with vulnerable populations to recognize and prevent sexual abuse. 8

Satisfactory completion of the screening and the training are required before an individual can volunteer. All volunteers must provide contact information including address and phone number as well as the name and phone number of a person we can contact for you in the case of an emergency. Volunteers should notify the Volunteer Coordinator anytime they have a change in contact information. The application includes a Confidentiality Agreement and an Acknowledgement of Receipt whereby volunteers agree to abide by the confidentiality, code of ethics and ministry related sexual misconduct policies established by the Diocese of Charlotte. Volunteers will complete orientation training and attend other training as necessary and appropriate to their job duties. Job Descriptions Volunteers will receive a clear, written description of the duties and expectations for the task which they will be completing. Descriptions will include duties, requirements, location and supervisor. Evaluations Individuals who volunteer on a regular, on-going basis will receive an Evaluation and Feedback review each year. Personal Safety Because our services are available to the general public, certain precautions and procedures are appropriate to protect the safety and well-being of our staff and volunteers.  Sign in and out each time you volunteer  Always wear your name tag when volunteering  Properly secure all valuables  Place your personal items (purse, keys, phone, etc.) in a safe location designated by your supervisor  Do not share personal identifying information with clients  Wear comfortable, appropriate attire for the duties you will be performing  Ask any staff person for assistance if you are ever in an uncomfortable situation with a client  Be attentive to your surroundings and do not work alone in an isolated area  If a client is belligerent or poses a potential threat, remain calm, put some distance between yourself and the client and request assistance from agency staff immediately. All offices have first aid kits available. Your supervisor or office director will show you where to find them. Always request the assistance of agency staff if basic first aid is necessary. In the event of a medical emergency, call 911. 9

Grievance Procedures It is the policy of CCDOC to maintain a climate of openness in which volunteers feel free to express concerns and dissatisfactions. In order to ensure that good working relationships prevail, the concerned individuals should always attempt to reconcile differences on an individual basis if possible. If that is not possible, volunteers should discuss their concerns with their immediate staff supervisor as soon as possible after the problem develops. The supervisor will take the necessary action to resolve the problem in a timely manner and discuss the resolution with the volunteer. If the volunteer does not believe that the supervisor’s decision resolves the issue or if the issue is with the supervisor, the volunteer should discuss their concerns with the regional office/program director. The regional office/program director will take the necessary action to resolve the problem. A volunteer’s grievance will be addressed quickly and every effort made to resolve the issue at the level at which it occurred, insuring that just treatment occurs for all concerned. Information related to the grievance shall be disclosed only to persons who have a need to know.
(Adapted from the Roman Catholic Diocese of Charlotte Personnel Policies Handbook Revised 7/1/2009, p50)

Volunteer Rights
As a volunteer, you have the right to:  work in a healthy and safe environment  receive accurate and truthful information about the organization  receive a copy of the CCDOC volunteer manual  receive a clear description of duties and agreed hours of contribution  receive orientation to the organization and your individual volunteer role  have your confidential and personal information protected in accordance with agency policy  receive appropriate training and support to carry out your responsibilities  share and resolve any concerns regarding conflicts or difficulties in an appropriate manner with your supervisor or office director.

Volunteer Responsibilities
As a volunteer, you have the responsibility to:  be reliable  respect confidentiality  be courteous and friendly to clients, staff and other volunteers  carry out the assigned duties as outlined in your job description  adhere to the mission and core values of the agency during your volunteer time  treat clients, staff and other volunteers fairly and without discrimination  be accountable for your actions  be committed to the organization  participate in required training  ask for support when you need it  offer feedback in an appropriate manner to your supervisor or the office director 10

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let your supervisor or Volunteer Coordinator know as early as possible if you are unable to fulfill your agreed commitment give reasonable notice before you end your commitment to the agency.

Agency Rights
Catholic Charities Diocese of Charlotte has the right to:  establish a volunteer application and screening process  make decisions about appropriate placement of volunteers  set the guidelines for volunteer responsibilities  expect volunteers to perform the given duties to the best of their ability and to be prompt and reliable  expect volunteers to be respectful and courteous toward all clients, staff and other volunteers  expect volunteers to adhere to the mission and core values of the agency during their volunteer time  review volunteer performance according to organizational policies and procedures  release a volunteer who is not appropriate for volunteer work

Agency Responsibilities
Catholic Charities Diocese of Charlotte has the responsibility to:  provide orientation and necessary training  provide safe, healthy working conditions  treat you with respect  assign a supervisor and provide ongoing support and supervision  provide a clear description of duties  include volunteers in relevant decision making processes  set clear lines of communication about complaints and conflict resolution  provide emergency procedure guidelines  safeguard your personal and confidential information.

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