Service Delivery Procedures

Maintaining Participant Records

Personal participant information will be stored with all reasonable security safeguards to protect against loss, unauthorised use, modification, disclosure and other misuse
Access will be restricted only to staff authorised as needing access
Information that is out of date or no longer relevant will be destroyed (ie burnt or shredded, not put in dustbin)
Computer screens will be cleared when not attended

Our Payment Systems

We provide members with receipts if required for class payments. Otherwise, payments are checked off against the class attendance sheets in the office.

If a volunteer is required to take payments they will be instructed by an administration officer in the correct procedures and use of equipment.

Ensuring Participant Privacy

It is the policy of this centre to respect everyone’s right to privacy and confidentiality. It may be necessary to ask for information from a participant, which is of a confidential nature Staff and volunteers have an obligation to respect confidentiality of information of a personal nature however innocuous it may appear. When discussion with others is necessary names will not be revealed unless permission has been given. Client, staff or volunteer telephone numbers are not to be given out without clear prior permission – if in doubt – don’t. Request the phone number of the inquirer so they may be contacted by the client/staff/volunteer instead. Information:

Will not be collected unnecessarily
Will not be collected without informed consent
Will be up to date and for a relevant purpose
Will not be used for a purpose other than that which has been consented to

It is preferable to return the call rather than give out incorrect information. Correct use of the phone system will be explained by an administration officer if it is to be a regular part of a volunteer’s role.

Managing Participant Complaints

Any participant or potential participant who has a complaint about organisational policies or practices, either at enrolment, during activities or within the organisation’s environs is asked to take the following action:

Discuss the issue privately with the person concerned
If not resolved, contact the coordinator for a recorded (i.e. notes are taken) but private interview (with advocate if required)
If not resolved the matter should be brought before the committee of management (preferably in writing)
If the matter is still not resolved within an agreed time, mediation or involvement should be sought from the relevant body eg Equal Opportunity Commission.

Beaconsfield Neighbourhood Centre maintains insurance for its volunteers. Volunteer insurance will insure all volunteers while engaged in unpaid voluntary work officially organized and under the control of Beaconsfield Neighbourhood Centre including necessary direct travel during such voluntary work.

Code of Conduct

Beaconsfield Neighbourhood Centre has a commitment to offer its best possible quality of service for members.

As important members of the BNC team, volunteers play an important role in maintaining high service standards and good practices, and are asked to agree to, and abide by, the Centre’s Code of Conduct.