Code of Conduct

The purpose of the Code of Conduct for Volunteers is to set out standards of behaviour  expected from volunteers of The HelpLine. All volunteers should ensure that they have read  and comply with this Code of Conduct.  

Volunteers should maintain the highest standards of behaviour in the performance of their  duties by: 

▪ Fulfilling their role as outlined in their written volunteer role description to a  satisfactory standard; 

▪ Performing their volunteer role to the best of their ability in a safe, efficient and  competent way; 

▪ Following the charity’s policies and procedures as well as any instructions or  directions reasonably given to them; 

▪ Acting honestly, responsibly and with integrity; 

▪ Treating others with fairness, equality, dignity and respect; 

▪ Raising concerns about possible wrongdoing witnessed by the volunteer in the course  of the volunteer’s role with The HelpLine with a supervisor; 

▪ Meeting time and task commitments and providing sufficient notice when they will  not be available so that alternative arrangements can be made; 

▪ Acting in a way that is in line with the purpose and values of The HelpLine and that  enhances the work of the organisation; 

▪ Communicating respectfully and honestly at all times; 

▪ Observing safety procedures, including any obligations concerning the safety, health  and welfare of other people in line with training provided to volunteers; ▪ Reporting any health and safety concerns; 

▪ Directing any questions regarding The HelpLine’s policies, procedures, support or  supervision to the volunteer’s Supervisor; 

▪ Addressing any issues or difficulties about any aspect of their role or how they are  managed in line with The HelpLine’s grievance procedures; 

▪ Declaring any interests that may conflict with their role or the work of the charity  (e.g. business interests or employment). If any doubt arises as to what constitutes a  conflict of interest, volunteers may seek guidance from supervisor; 

▪ Keeping confidential matters confidential; 

▪ Exercising caution and care with any documents, material or devices, containing  confidential information and at the end of their involvement with The HelpLine  returning any such documents, material in their possession; 

▪ Seeking authorisation before communicating externally on behalf of The HelpLine; ▪ Maintaining an appropriate standard of dress and personal hygiene; ▪ Disclosing their DBS and outlining explanations and responses to any offences  reported there. 

▪ Disclosing the fact that they have been charged with, or convicted of a criminal  offence by prosecuting authorities (or given the benefit of the Probation of Offenders  Act 1907 as amended). 

Volunteers are expected NOT to: 

▪ Bring the charity into disrepute (including through the use of email, social media and  other internet sites, engaging with media etc.); 

▪ Seek or accept any gifts, rewards, benefits or hospitality in the course of their role;

▪ Engage in any activity that may cause physical or mental harm or distress to another  person (such as verbal abuse, physical abuse, assault, bullying, or discrimination or  harassment on the grounds of gender, civil status, family status, sexual orientation,  religion, age, disability, race or membership of the Traveller community); 

▪ Be affected by alcohol, drugs, or medication which will affect their abilities to carry  out their duties and responsibilities while volunteering; 

▪ Provide a false or misleading statement, declaration, document, record or claim in  respect of The HelpLine, its volunteers, employees or trustees; 

▪ Engage in any activity that may damage property; 

▪ Take unauthorised possession of property that does not belong to them. ▪ Engage in illegal activity while carrying out their role. 

▪ Record calls in any way under any circumstances. As a volunteer you would always  follow the safeguarding policy where you had concerns and immediately raise them  with a supervisor or manager.  

▪ Record personal information concerning callers outside the call-logging system ▪ Improperly disclose, during or after their involvement with The HelpLine ends,  confidential information gained in the course of their role with The HelpLine. 

Where a volunteer is found to be in breach of the standards outlined in this Code of Conduct  or any of The HelpLine’s other policies and procedures this may result in the volunteer’s  position being terminated. Notwithstanding the foregoing, volunteers should note that The  HelpLine may terminate a volunteer’s position without cause.  

Volunteers acknowledge that no employment relationship is created in the context of their  role with The HelpLine. 

The board will review the Code of Conduct for Volunteers at 2-year intervals or as  appropriate. The Chairman is responsible for ensuring that this policy is implemented  effectively. All other staff and volunteers, including charity trustees, are expected to facilitate  this process.