IiV Indicator 1

There is an expressed commitment to the involvement of volunteers, and recoginition throughout the organisation that volunteering is a two-way process, which benefits volunteers and the organisation.

First Domain: Safety

C2: Health care organisations protect children by following national child protection guidance within their own activities and in their dealings with other organisations.

Where health organisations involve volunteers, a child protection policy might be written specifically for volunteers, or volunteers should be part of the organisational policy.

D1: (also linked to C4) - Health care organisations continuously and systematically review and improve all aspects of their activities that directly affect patient safety and apply best practice in assessing and managing risks to patients, staff and others, particularly when patients move from the care of one organisation to another.

Where the organisation has policies that relate to the involvement of human resources (e.g. equal opportunities, health & safety, confidentiality, discipline, grievance procedures, etc.), volunteers should either be included or should have their own equivalent policy. These policies should be regularly reviewed.

IiV Indicator 2

The organisation commits appropriate resources to working with volunteers, such as money, management, staff time and materials.

Second Domain: Clinical and Cost Effectiveness

C5 b): Health care organisations ensure that clinical care and treatment are carried out under supervision and leadership

Is there a key person or group of people in your organisation who is/are responsible for supporting volunteers and protecting their interests, and are these responsibilities regularly reviewed? This could be someone in a clinical position or a Volunteer Manager (or similar).

Third Domain: Governance

C7 d) Health care organisations ensure financial management achieves economy, effectiveness, efficiency, probity and accountability in the use of resources.

Are there financial resources to cover the running of the volunteer programme? Is this included in annual plans, funding applications, volunteer programme objectives?

C8 a) Health care organisations support their staff through having access to processes which permit them to raise, in confidence and without prejudicing their position, concerns over any aspect of service delivery, treatment or management that they consider to have a detrimental effect on patient care or on the delivery of services.

Do staff have time to discuss volunteer issues? This could take place in forums, team meetings, staff meetings, support and supervision.

Sixth Domain: Care Environment and Amenities

C22: Health care organisations promote, protect and demonstrably improve the health of the community served, and narrow health inequalities by:

a) Co-operating with each other and with local authorities and other organisations

Objectives for your Volunteer Programme in your annual plan may be linked in some way with other organisations and partners.

c) Making an appropriate and effective contribution to local partnership arrangements including Local Strategic Partnerships and Crime and Disorder Reduction Partnerships.

You could be contributing to targets set in Local Strategic Partnerships.

IiV Indicator 3

The organisation is open to involving volunteers who reflect the diversity of the local community, in accordance with the organisation’s stated aims, and operates procedures.

Second Domain: Clinical and Cost Effectiveness

D2 b) Patients receive effective treatment and care that take into account their individual requirements and meet their physical, cultural, spiritual and psychological needs and preferences.

To be able to take this into account, volunteers and staff would need to attend Diversity training as part of their induction, or personal development.

Third Domain: Governance

C8 b) Health care organisations support their staff through organisational and personal development programmes which recognise the contribution and value of staff, and address, where appropriate, under-representation of minority groups.

Volunteers would be supported by having in place personal development programmes which includes Diversity training opportunities.

D5 a) Health care organisations work together and with social care organisations to meet the changing health needs of their population by having an appropriately constituted workforce with appropriate skill mix across the community.

Your health organisation should be open to involving volunteers from a wide range of backgrounds and abilities, and commit the necessary resources. How do you ensure diversity? Do your volunteers reflect your organisation’s community? What resources do you commit?

Fourth Domain: Patient Focus

C16: Health care organisations make information available to patients and the public on their services, provide patients with suitable and accessible information on the care and treatment they receive and, where appropriate, inform patients on what to expect during treatment, care and after-care.

How is your information made available about volunteering opportunities and how can people get involved? Do your information, language, images reflect the diversity of the community you serve? Do you use Equal Opportunities monitoring forms and how do you analyse these?

IiV Indicator 4

The organisation develops appropriate roles for volunteers in line with its aims and objectives, and which are of value to the volunteers and create an environment where they can develop.

Third Domain: Governance

D5: Health care organisations work together and with social care organisations to meet the changing health needs of their population by;
a) having an appropriately constituted workforce with appropriate skill mix across the community; and
b) ensuring the continuous improvement of services through better ways of working.

Developmental Standard D5 encompasses all of IiV Indicator 4. If your ‘workforce’ has volunteers or a volunteer programme, then you need ‘task descriptions’ for each role, a variety of tasks attracting a range of people, and the skills, attitude, experience and availability needed to do the work.

IiV Indicator 5

The organisation is committed to ensuring that, as far as possible, volunteers are protected from physical, financial and emotional harm arising from volunteering.

First Domain: Safety

C4: Health care organisations keep patients, staff and visitors safe by having systems to ensure that:
a) the risk of health care acquired infection to patients is reduced, with particular emphasis on high standards of hygiene and cleanliness, achieving year-on-year reductions in MRSA;
b) all risks associated with the acquisition and use of medical devices are minimised;
c) all reusable medical devices are properly decontaminated prior to use and that the risks associated with decontamination facilities and processes are well managed;
d) medicines are handled safely and securely; and 
e) the prevention, segregation, handling, transport and disposal of waste is properly managed so as to minimise the risks to the health and safety of staff, patients, the public and the safety of the environment.

Where volunteers are involved, Risk Assessments need to be conducted for all volunteer roles and should match ‘task descriptions’. They also need to be regularly reviewed. Volunteers must be adequately insured and there should be guidelines (usually in the volunteer handbook) that explain this.

Third Domain: Governance

C7(c): Health care organisations undertake systematic risk assessment and risk management

Also look at risk assessment in terms of volunteers, their roles, and how they are managed and supervised.

C9: Health care organisations have a systematic and planned approach to the management of records to ensure that, from the moment a record is created until its ultimate disposal, the organisation maintains information so that it serves the purpose it was collected for and disposes of the information appropriately when no longer required.

How are the personal details of volunteers managed? Does your health organisation have specific confidentiality policies for volunteers? Are you in line with current Data Protection legislation?

IiV Indicator 6

The organisation is committed to using fair, efficient and consistent recruitment procedures for all potential volunteers.

Third Domain: Governance

C11: Health care organisations ensure that staff concerned with all aspects of the provision of health care:
a) Are appropriately recruited, trained and qualified for the work they undertake;
b) Participate in mandatory training programmes.

When involving volunteers, your recruitment procedures should be fair, efficient and consistent. As well as the procedures you have in place, it’s important that volunteers are given clear information around recruitment and selection guidelines. You should provide information packs, clear task descriptions, any compulsory training that’s required, feedback if volunteers are turned down, and probationary periods. Some of this information relates to your volunteering policy and volunteering handbook.

IiV Indicator 7

The organisation takes a considered approach to taking up references and official checks which is consistent and equitable for all volunteers, bearing in mind the nature of the work.

First Domain: Safety

C2: Health care organisations protect children by following national child protection guidance within their own activities and in their dealings with other organisations.

Where health organisations involve volunteers, a child protection policy might be written specifically for volunteers, or volunteers should be included in a wider organisational policy.

Third Domain: Governance

C10 a): Health care organisations undertake all appropriate employment checks and ensure that all employed or contracted professionally qualified staff are registered with the appropriate bodies.

When involving volunteers, your organisation’s approach to the use of official checks and for taking up references must be consistent for all prospective volunteers applying for a particular role. This includes guidelines for taking up references, policy statements, CRB checks, and Guidelines on the Rehabilitation of Offenders Act.

IiV Indicator 8

Clear procedures are put into action for introducing new volunteers to the organisation, its work, policies, practices and relevant personnel.

Third Domain: Governance

Health care organisations:

C7(c): undertake systematic risk assessment and risk management

Also look at risk assessment in terms of volunteers, their roles, and how they are managed and supervised.

C8: Health care organisations support their staff through:

a) Having access to processes which permit them to raise, in confidence and without prejudicing their position, concerns over any aspect of service delivery, treatment or management that they consider to have a detrimental effect on patient care or on the delivery of services.

Volunteers need to understand guidelines for addressing situations where volunteers act in discriminatory ways, or where volunteers themselves are in receipt of such treatment. Also, the procedure/s to use if they wish to complain about their treatment by paid staff, users, committee members or other volunteers.

b) Organisational and personal development programmes which recognise the contribution and value of staff, and address, where appropriate, under-representation of minority groups.

Volunteers would be supported by having personal development programmes in place.

C11 a): Health care organisations ensure that staff concerned with all aspects of the provision of health care are appropriately recruited, trained and qualified for the work they undertake

Volunteers are provided with the necessary information and training to do the voluntary work, including any policies as appropriate. This includes health and safety training. The boundaries of volunteer roles in the organisation should be highlighted here. Volunteer training might take the form of a training programme or schedule.

Sixth Domain: Care Environment and Amenities

C20 a): Health care services are provided in environments which promote effective care and optimise health outcomes by being a safe and secure environment which protects patients, staff, visitors and their property, and the physical assets of the organisation.

There are clear health and safety, and accident and emergency procedures. Evidence should show how these are communicated to volunteers.

IiV Indicator 9

Everybody in the organisation is aware of the need to give volunteers recognition.

Third Domain: Governance

C8: Health care organisations support their staff through:

a) Having access to processes which permit them to raise, in confidence and without prejudicing their position, concerns over any aspect of service delivery, treatment or management that they consider to have a detrimental effect on patient care or on the delivery of services.

Volunteers should have opportunities to make known their views about the organisation’s work, policies and procedures and to participate in decision-making.
Note: this relates to IiV Indicator 10 in more detail.

b) Organisational and personal development programmes which recognise the contribution and value of staff, and address, where appropriate, under-representation of minority groups.

Volunteers would be supported by having in place personal development programmes. How does your health organisation recognise the value of volunteers’ contributions and do you communicate effectively your appreciation to them, both formally and informally?

Fifth Domain: Accessible and Responsive Care

C17: The views of patients, their carers and others are sought and taken into account in designing, planning, delivering and improving health care services.

How are the views of your organisation’s volunteers taken into account when designing, planning, delivering and improving your health care services? What do you do with this information?

IiV Indicator 10

The organisation takes account of the varying support needs of volunteers.

Third Domain: Governance

C8: Health care organisations support their staff through:

a) Having access to processes which permit them to raise, in confidence and without prejudicing their position, concerns over any aspect of service delivery, treatment or management that they consider to have a detrimental effect on patient care or on the delivery of services.

This IiV Indicator looks at the supervision and support needs of volunteers. Are one-to-one supervision sessions offered to volunteers? If not, how do volunteers ‘unload’ if their work becomes emotionally demanding?

b) Organisational and personal development programmes which recognise the contribution and value of staff, and address, where appropriate, under-representation of minority groups.

Do volunteers know what forms of support the organisation offers them, and who to contact in the case of any problems?

C11 a): Health care organisations ensure that staff concerned with all aspects of the provision of health care are appropriately recruited, trained and qualified for the work they undertake.

Where your staff are supervising volunteers, they need to be appropriately trained in volunteer management and the organisation’s policies. For example, your evidence could include training programmes, materials, certificates.

Investing in Volunteers

Suitable for any organisation that involves volunteers. Organisations should be involved in: recruiting, selecting, matching, supporting and retaining volunteers.

Standards for Better Health

The standards themselves will be taken into account by those providing NHS care directly, no matter what the setting, those managing the health service, those commissioning health care and, most importantly, for the general public.

The standards apply to the provision of all NHS services in the full variety of settings, including NHS Foundation Trusts, and the voluntary and private sectors insofar as they provide care to NHS patients. They are also for the Healthcare Commission who have responsibility for assessing the quality of health and health care provided in England.

Investing in Volunteers

The standard covers the whole organisation. It can be achieved by parts of an organisation so long as they can be seen to be discreet and self managed parts of the whole.

Standards for Better Health

The standard covers the healthcare service that your organisation is providing.

Investing in Volunteers

The standard is run by the national Volunteering Development Agencies in England, Scotland, Wales & Northern Ireland. Volunteering England manages the standard in England. The UK Volunteering Forum is the standards Awarding Body.

Standards for Better Health

The Healthcare Commission.

Investing in Volunteers

Contact Volunteering England
Tel: 0207 520 8982

www.investinginvolunteers.org.uk

On the home page you'll also find links for contacts in Northern Ireland, Scotland and Wales.

Standards for Better Health

www.healthcarecommission.org.uk

Investing in Volunteers

All information is supplied on-line with a password protected section for fully registered organisations. Forms and documents are downloadable word documents. A best practice library with downloadable resources is also available.

Standards for Better Health

All information is supplied on-line and can be downloaded. The website has a FAQ page and all the documents you should need.

Investing in Volunteers

The cost will depend on the size and complexity of your organisation. To obtain a quote from the IiV Team, please "Register Interest" on the website and complete the questionnaire.
Prices start at £1,500 - £2,000 for small grassroots organisations. The IiV Package fee includes:

• An Introductory Workshop with your assigned Assessor
• Feedback on Self Assessment from your Assessor
• A Final Assessment visit - interviews with volunteers, staff and senior manager
• A full written Final Report suggesting areas for further development and highlighting areas of excellent practice
• The UK recognised Investing in Volunteers standard - use of the IiV logo on stationery, a wall plaque and certificates
• Subscription to the Investing in Volunteers e-newsletter
• Access to the password protected pages containing the easy 10-steps guide for organisations and all supporting documentation.
• The standard is valid for 3 years

Standards for Better Health

No cost.

Investing in Volunteers

The full standard and practices can be downloaded from the home page without payment being made. The best practice library and documents to support an organisation through to achieving the standard are all within password protected pages.

Standards for Better Health

The full standard and practices can be downloaded from the website's home page without payment.

Investing in Volunteers

1. A Self-Assessment is done by the organisation at an early stage. This is sent to an allocated assessor so that organisations are certain they are hitting the standards prior to their  final assessment. Only a small number of written documents are requested and submitted by organisations.

2. Final assessment is undertaken through site visits, the length of which will depend on the size of the organisation and range of volunteering roles. Assessors will usually spend at least a day on site using the 10 IiV Indicators as the assessment guide.

Standards for Better Health

Organisations use the self assessment method on a standard form. Providers are informed in advance of inspection, although some inspections are carried out unannounced.

Investing in Volunteers

The registration fee covers: advice and guidance from a local Volunteer Centre Partner; a workshop with an allocated assessor and all assessment (visits and report); and access to the password protected area of the Investing in Volunteers website. These web-pages include things like a tool-kit and tips from other volunteer managers who have achieved the standard. Additional consultancy support and training can also be bought from Volunteering England.

Standards for Better Health

On the website, you can contact the Healthcare Commission for advice, guidance and feedback. You can also sign up to an e-bulletin. The Healthcare Commission also have timetabled road shows and conferences that you can attend for further advice and information.

Performance ratings are published publicly.

Investing in Volunteers

This will vary from organisation to organisation, but normally the process will be completed within 12 months. Organisations that achieve the standard receive a plaque and certificate on completion and membership of the Achievers Club network.

Standards for Better Health

The standards apply with immediate effect to services provided under the NHS, whether within NHS bodies or within the independent or voluntary sector. There will be an appropriate phasing in of the applications of these standards to cover other services provided entirely by the independent sector.

Investing in Volunteers

Organisations can Achieve, Not Achieve or Achieve with Conditions. All organisations receive detailed feedback from their assessor. Organisations that achieve the standard with conditions are set a time within which to complete specific actions agreed with their assessor and are not entered into the quality assurance process until there are complete.

Standards for Better Health

The Core Standards serve as a platform or ‘bottom rung’ for progress against the Developmental Standards ladder. In undertaking its reviews, the Healthcare Commission will focus on achievement against the Developmental Standards. However, it will also need to be satisfied that all trusts are meeting the Core Standards. Progress is expected to be made against the Developmental Standards across much of the NHS as a result of the NHS Improvement Plan and the extra investment in the period to 2008.  Demonstrating improvements against the Developmental Standards will be essential to achieve an overall high performance rating.

Investing in Volunteers

Organisations must re-accredit every 3 years. Re-accreditation fees are the same as original registration as the assessment process requires the same amount of an assessor's time.

Standards for Better Health

Inspection takes place annually.