Policy Statement

At Ruby’s, volunteering is a vital part of how we deliver support. We recognise the significant and valuable role that volunteers have in delivering our mission and enhancing our services. Volunteers help us connect with the community, deliver quality services, and create a warm, inclusive environment. We believe that volunteering should be a worthwhile and rewarding experience and that volunteers will enjoy their involvement with Ruby’s and gain from it in terms of their own personal objectives. This policy sets out our commitment to the involvement of volunteers at Ruby’s. 

Policy Scope

This policy underpins the value that Ruby’s attaches to volunteering and our relationship with volunteers. It sets out the broad principles for volunteer involvement and provides a framework for the recruitment, selection, and management of volunteers. We recognise the diversity of Ruby’s community and therefore our approach will be creative, flexible and we will endeavour to make reasonable adjustments where necessary. Our overall approach to managing volunteers is based on principles of equity and diversity and has been developed in line with good practice standards.  

At Ruby’s, we have 4 models of volunteering.  

1. One-off volunteering – providing flexible, short-term volunteering opportunities
2. General volunteering – providing longer term, regular volunteering opportunities in all areas of the charity
3. Volunteering for people with SEND (Special Educational Needs and Disabilities) – creating accessible, meaningful volunteering opportunities for people with a special educational need or disability
4. Corporate volunteering – working in partnership to create meaningful volunteering opportunities with businesses and their employees

Given the unique needs of our organisation and certain volunteers, tailored arrangements may be considered by the Volunteer Facilitator and senior leadership team. 

Definition of ‘Volunteer’

• At Ruby’s, we define volunteering as a freely chosen unpaid activity where individuals dedicate their time and skills to support others and contribute to the community. Volunteers help with the delivery of our services, undertaking supplementary and supportive tasks, complementing and not replacing the work of paid staff. 

Roles and Responsibilities

At Ruby’s, we believe that our relationship with volunteers is built on mutual responsibility, commitment, and respect, with shared rights and responsibilities. The successful involvement of volunteers across the organisation requires a planned and collaborative approach, ensuring that volunteers are supported and integrated into our work. We are committed to making every volunteer feel welcome and valued from the outset. The volunteer’s supervisor is responsible for delivering a tailored induction, which includes introductions to relevant colleagues, an overview of health and safety procedures, guidance on organisational policies, and an explanation of systems and ways of working. This induction is planned flexibly to meet the individual needs of each volunteer, laying the foundation for a positive and productive volunteering experience. 

Role of Trustee

The Board of Trustees, who are volunteers themselves, hold overall responsibility for the governance of Ruby’s and for ensuring the charity remains true to its mission, vision, and values. As strategic leaders, they provide oversight, accountability, and direction to ensure the organisation operates ethically, effectively, and sustainably. Trustees also play a key role in championing volunteer involvement, recognising the vital contribution volunteers make to Ruby’s impact. While not involved in day-to-day operations, Trustees work closely with the CEO and Senior Leadership Team to embed volunteer engagement within the charity’s strategic planning and organisational culture. 

Role of CEO and Leadership Team

The Chief Executive Officer (CEO) is responsible for the strategic and operational delivery of Ruby’s, ensuring the charity’s mission and values are upheld. Supported by the Senior Leadership Team, the CEO provides oversight and guidance to staff and volunteers, fostering a culture of support, inclusion, and continuous improvement. 

Specifically, the CEO will: 

• Ensure that volunteers are integrated into the charity’s strategic objectives.
• Support staff who mentor and supervise volunteers, ensuring they have the resources and training needed.
• Champion volunteer engagement and recognition across the organisation.
• Oversee the development and implementation of policies and procedures that support volunteer wellbeing and effectiveness.

Role of Volunteer Facilitator

The Volunteer Facilitator is central to Ruby’s commitment to meaningful and inclusive volunteer engagement. Guided by the organisation’s strategy, policies, and procedures, the Facilitator is responsible for recruiting, inducting, and training volunteers, ensuring they are well-prepared and confident in their roles. In addition to onboarding, the Facilitator provides ongoing supervision and support, promoting volunteer wellbeing and fostering a positive experience for all. They act as a key point of contact for volunteers, encouraging open communication and feedback, and working collaboratively with staff to ensure volunteers feel valued, recognised, and connected to Ruby’s Fund’s mission. 

Role of Staff Team

At Ruby’s, the staff team plays a vital role in supporting and empowering volunteers. Staff are expected to work collaboratively with the Volunteer Facilitator to ensure volunteers feel welcomed, included, and confident in their roles. Where appropriate, staff may act as mentors, offering guidance, encouragement, and practical support to help volunteers grow and thrive. To ensure staff are well-equipped for this role, they can access support through internal training, supervision, and regular check-ins with the Volunteer Facilitator or Senior Leadership Team. This shared approach fosters a culture of mutual respect, learning, and collaboration, strengthening the impact of volunteering across the organisation. 

Volunteer Recruitment and Selection

Volunteer recruitment and selection at Ruby’s is guided by our Volunteer Strategy and Safer Recruitment Policy, ensuring that all roles contribute meaningfully to the charity’s mission, objectives, and values. We offer flexible volunteering models to encourage inclusive participation and aim to accommodate individual needs wherever possible. Each volunteer role is supported by a clear role description, which is used to guide the recruitment and selection process and inform decisions about suitability. Volunteers are expected to act within the boundaries of their defined role, helping to ensure clarity, safety, and consistency across the organisation. This approach allows for flexibility in recruitment, for example, someone supporting a one-off event may follow a lighter process than a volunteer working regularly at the centre, while maintaining a consistent standard of engagement and support. 

Prospective Applicants

Ruby’s welcomes applications from individuals and businesses who are enthusiastic about contributing to our mission. All prospective volunteers are considered through a fair and transparent selection process, appropriate to the nature and responsibilities of the role. In line with our insurance and safeguarding policies, the minimum age for volunteering at Ruby’s is 16. We are committed to creating a welcoming and inclusive environment for all volunteers and will work with applicants to accommodate individual needs wherever possible, while ensuring that each role is safely and effectively fulfilled. 

Criminal Records and Safeguarding

At Ruby’s, safeguarding is a top priority. As part of our commitment to creating a safe and inclusive environment, we follow our Safer Recruitment Policy and require Enhanced DBS (Disclosure and Barring Service) checks for volunteer roles based at the centre or involving direct contact with vulnerable individuals. We follow guidance from a third party DBS service.  We understand that having a criminal record does not automatically prevent someone from volunteering. Both spent and unspent convictions are considered on a case-by-case basis, in line with current legislation, best practice, and our Ex-Offenders Policy. It should be noted that some volunteer roles at Ruby’s are exempt from the Rehabilitation of Offenders Act 1974, meaning that all convictions, spent or otherwise, must be declared. We encourage prospective volunteers to disclose any relevant information during the recruitment process, and all disclosures will be handled with sensitivity and confidentiality. This approach helps ensure that volunteers are appropriately placed and supported, while maintaining the safety and wellbeing of everyone involved with Ruby’s. 

Volunteer Induction and Onboarding

All volunteers at Ruby’s will receive a structured induction and onboarding training programme designed to help them feel welcomed, informed, and confident in their role. As part of this process, volunteers are required to complete mandatory training, including safeguarding, health and safety, and other core topics relevant to their responsibilities. In addition, volunteers will receive role-specific training tailored to the nature of their volunteering activities. Ruby’s also requires mandatory annual refresher training for certain areas to ensure continued compliance and best practice. This onboarding approach is designed to be flexible and responsive to individual needs, while ensuring that all volunteers meet the essential requirements of their role and contribute safely and effectively to the organisation. 

Safeguarding Children and Vulnerable Adults

Ruby’s is committed to maintaining the highest standards of safeguarding for all children and vulnerable adults who engage with our services. Given the nature of our work, it is essential that all volunteers understand their responsibilities in recognising and responding to safeguarding concerns. Volunteers are required to complete safeguarding training and to follow our Safeguarding Policies at all times. This ensures they are equipped to protect the welfare of those we support and to uphold a safe, inclusive, and respectful environment. Safeguarding is not optional, it is a core part of our duty of care and central to our values as an organisation.

Training and Development

Beyond initial onboarding, Ruby’s is committed to supporting the ongoing development of its volunteers. We provide access to learning opportunities that build on core training and help volunteers grow in confidence, capability, and contribution. Development may include optional workshops, peer learning, mentoring, or progression into new roles. Volunteers are encouraged to engage in training that aligns with their interests and the evolving needs of the organisation. This commitment to continuous development helps ensure volunteers feel valued, supported, and empowered throughout their journey with Ruby’s.  

Mutual Expectations and Code of Conduct

At Ruby’s, we believe that volunteering is a relationship built on mutual respect, responsibility, and shared values. All volunteers are expected to read and understand what is required of them, and in turn, what they can expect from Ruby’s. This includes acting in accordance with our Volunteer Handbook, organisational policies, and procedures at all times. Volunteers are expected to uphold high standards of conduct, professionalism, and integrity, and to work within the boundaries of their defined role. Likewise, Ruby’s is committed to providing a safe, inclusive, and supportive environment where volunteers are welcomed, valued, and treated fairly. This mutual understanding forms the foundation of a positive and productive volunteering experience. 

Volunteer Expenses and Provisions

Ruby’s is committed to ensuring that volunteers are not out of pocket as a result of their volunteering. While volunteering should be rewarding and accessible, we recognise that some roles may involve costs, and we will reimburse reasonable, pre-agreed expenses in line with our Expenses Policy. Volunteers are provided with complimentary tea and coffee during their time at the centre, and we supply a Ruby’s polo shirt for use during volunteering activities. In some circumstances, a hoodie may also be provided, depending on the nature of the role. These provisions are intended to support volunteers in feeling part of the team and to ensure comfort and practicality while volunteering. Volunteers are encouraged to speak with their supervisor if they have any concerns about expenses or additional support needs. 

Volunteer Communication and Feedback

As a volunteer-led organisation, Ruby’s recognises that clear, consistent, and meaningful communication is essential to the success of our work and the wellbeing of our volunteers. Communication is a key element of our Volunteer Strategy, helping us build trust, foster inclusion, and ensure volunteers feel informed, valued, and heard. We communicate with volunteers through a variety of channels including email, newsletters, WhatsApp groups, and our volunteer portal. We actively seek feedback and suggestions based on their experiences through regular volunteer meetings, supervision sessions, informal micro-meetings, and periodic surveys. These methods allow us to respond to volunteer needs, improve our practices, and co-create a positive and responsive volunteering culture. 

Equality, Diversity and Inclusion (EDI)

Ruby’s is committed to creating a welcoming, inclusive, and respectful environment for all volunteers. Our Equality, Diversity, and Inclusion Policy underpins every aspect of our volunteer programme, including recruitment, training, supervision, and recognition. We actively promote equal opportunities and work to remove barriers to participation, ensuring that volunteers from all backgrounds feel valued and supported. Inclusive practices include offering flexible volunteering roles, adapting communication methods to meet individual needs, providing accessible venues, and ensuring diverse representation in volunteer meetings and decision-making. EDI principles are embedded in our recruitment process through open role descriptions, inclusive language, and outreach to underrepresented communities. This commitment is central to our Volunteer Strategy and helps build a diverse and empowered volunteer community that reflects the values of Ruby’s.

Volunteer Recognition and Appreciation

At Ruby’s, we are proud to be a volunteer-led organisation and deeply value the time, energy, and passion our volunteers contribute. Recognising and celebrating these contributions is a key element of our Volunteer Strategy and is embedded in our culture. We are committed to acknowledging the impact volunteers make through our formal Volunteer Recognition Plan, which includes thank-you events, milestone celebrations, personalised feedback, and informal appreciation. Recognition is delivered through regular communication, supervision, and volunteer meetings, and we also encourage peer-to-peer appreciation. This commitment ensures volunteers feel seen, appreciated, and motivated, and helps foster a positive, inclusive, and rewarding volunteer experience. 

Volunteer Problem Solving Policy Statement

Ruby’s is committed to creating a positive and supportive environment for all volunteers. We recognise that, from time to time, concerns or difficulties may arise. To ensure these are addressed fairly and consistently, we have a dedicated Volunteer Problem Solving Policy that outlines the procedures for resolving issues involving volunteers. 

This policy provides a clear framework for handling concerns, whether raised by or about a volunteer, and includes informal and formal stages of resolution. Volunteers are encouraged to raise any issues promptly with their designated supervisor. Where appropriate, informal discussions, additional support, or mediation may be offered. If concerns cannot be resolved informally, a structured process is followed, which may include written statements, review meetings, and the opportunity to appeal. 

Our approach is guided by principles of fairness, transparency, and respect, and is aligned with guidance from the National Council for Voluntary Organisations (NCVO). The aim is always to seek constructive solutions and maintain positive relationships within our volunteer community. 

Volunteer Insurance, Health & Safety, and Risk Management

Ruby’s is committed to safeguarding the wellbeing of all volunteers through comprehensive health and safety practices, insurance coverage, and proactive risk management. Volunteers are covered under our organisational insurance while undertaking approved activities, and we conduct regular risk assessments for roles, events, and environments to identify and mitigate potential hazards. Health and safety responsibilities are clearly outlined during volunteer induction and reinforced through mandatory training and ongoing communication. Volunteers are kept informed of relevant procedures and updates via meetings, supervision, and informal micro-meetings. This integrated approach ensures safety is a shared responsibility and a core part of our Volunteer Strategy, supporting a secure and supportive environment for all. 

Data Protection, GDPR Compliance, Confidentiality, & Record Management 

Ruby’s is committed to protecting the personal data and confidentiality of all volunteers in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. As an organisation registered with the Information Commissioner’s Office (ICO), we ensure that volunteer data is collected, stored, and processed lawfully, fairly, and transparently. All volunteer records, including contact details, emergency information, and role-related notes, are securely maintained in our CRM database, with access restricted to authorised staff only. We retain personal data only for as long as necessary, typically for the duration of the volunteer’s involvement and up to 12 months after their departure, in line with our Reference Policy. Volunteers are informed of their data rights and our confidentiality practices during induction, and we maintain clear procedures for data access, correction, and deletion. This commitment to responsible data management and confidentiality underpins all aspects of our volunteer engagement.

Retention of Volunteer Information for References 

Ruby’s retains relevant volunteer records, including emergency contact details and other necessary personal information, for the duration of their involvement and for a period of 12 months following the end of their volunteering role. This enables us to provide references for both current volunteers and those who have left, in line with our Reference Policy. After this period, personal data is securely deleted. Ruby’s Fund is registered with the Information Commissioner’s Office (ICO) and complies fully with the General Data Protection Regulation  (GDPR). We are committed to processing personal data lawfully, fairly, and transparently, and to upholding the rights of individuals in line with GDPR principles. This approach ensures we support volunteers appropriately while maintaining our commitment to data privacy and responsible information management. 

Ending the Volunteer Journey 

At Ruby’s, we recognise that volunteers may move on for a variety of reasons, and we are committed to ensuring that the end of the volunteer journey is handled with respect, gratitude, and clarity. Whether a volunteer leaves after a short-term placement or many years of service, we aim to provide a positive and supportive transition. This includes offering exit conversations, signposting future opportunities, and acknowledging their contributions through our Volunteer Recognition Plan. In line with our Data Protection and Reference Policy, we retain relevant information for 12 months to enable reference provision. The process of ending a volunteer role is also linked to our Volunteer Problem Solving Policy, should any concerns arise during this time. By approaching the end of the volunteer journey thoughtfully, we uphold our values and maintain strong relationships with our wider volunteer community.