Volunteer Code of Ethics
Your experience as a volunteer for GOT should be an enriching and rewarding one. You will assume certain responsibilities and be accountable for your actions when you provide services to members. We ask that you adhere to the following Code of Ethics:
1. I will respect and protect the privacy of members and exercise discretion when interacting with them. Accordingly, I will maintain confidentiality regarding members at all times. For example, when telling anecdotes about interactions with members and/or their families, I agree not to share any information that would identify a member.
2. I agree to perform only the service to which I am assigned by the office. The office schedules all volunteer assignments and volunteers are not expected to accept any additional unscheduled requests from members. If a member requests an additional service, either I or the member must call the office to register and additional service request on the current job ticket. This can be done during the job or shortly thereafter. Exceptions include a quick second stop during a transportation service, for example to pick up a carton of milk.
3. Since members will rely on me to provide them with services, I will be careful to only commit to those activities for which I am qualified and available.
4. I agree not to offer professional advice to members.
5. I will not promote services to and will not accept gifts of value or loans from members. I agree to provide services to members without monetary or in-kind compensation.
6. I respect the cultural, religious and political views of GOT members and I agree to refrain from trying to impose my own views on members.
7. I will contact a GOT officer immediately if I have any concerns regarding the safety of a member.
Volunteers Cannot
• Administer medications, treatment or any type of medical care, or give medical advice
• Attempt to lift someone who has fallen.
• Attempt to lift someone even if they haven’t fallen.
• Use personal equipment, aids or appliances to physically assist a member (see section below)
• Schedule member service requests personally. All member service requests should be made through GOT’s virtual office. If a member calls a volunteer directly to request a service, the volunteer should direct them to call the office number at 570-630-0509.
• Accept gifts of value; however, tea, coffee and small food items are acceptable.
• Accept money, for any reason, including for gas, or allow a member to pay for a volunteer’s meal.
• Consume any alcoholic beverage before or during providing services to a GOT member.
• Refer members to other services or paid contractors. When a member has a need that exceeds the capabilities or availability of a volunteer, that member can request contact information of one or more contractors by contacting a Call Manager (570-630-0509). Both contractors and members understand that any agreement and payment for services are arranged directly with each other, not through GOT, and that GOT offers no endorsements or opinions regarding vendors. GOT does not screen or recommend vendors or make formal referrals.
Use of Personal Equipment and Aids
For the safety of both members and volunteers, volunteers are not permitted to provide or use personal tools, equipment, or physical aids (such as step stools, ladders, ramps, or similar items) during any member service.
Volunteers should only assist within the scope of approved GOT services using safe, standard practices. If a member requires specialized equipment or assistance beyond what can be safely provided, the volunteer should decline the task and notify GOT staff for guidance.
At no time should a volunteer introduce any item or method that could increase the risk of injury to themselves or the member.
Volunteer Screening
All prospective GOT Volunteers must complete a background check before becoming a Volunteer. As part of the Volunteer intake process, you will receive an invitation that will take you through the steps to complete your screening. Please remember that accuracy is crucial when you keyboard your personal information. The screening is at no cost to you, but if you would like to help defray the $20 - $40 fee, (cost depends on the state where you live or have lived) you may send a donation to: GOT - PO BOX 574, 830 Main St., Honesdale, PA 18431
Privacy and Confidentiality: Volunteers are responsible for maintaining the confidentiality of all private and privileged information to which they are exposed while serving as a volunteer, whether this information involves a GOT member or another volunteer. However, if the information involves the safety of a member or volunteer, such a situation should be communicated to a Call Manager, who will enlist the aid of an appropriate coordinator.
Personal Appearance
As a volunteer, you represent GOT. By setting a positive and professional tone, members will have confidence in you and in GOT. Please wear neat, clean and well-fitting clothing at all times. We ask that you do not wear sweats, very short shorts, halter or midriff tops, very casual t-shirts, too tight or too baggy clothing, excessive jewelry, perfume or cologne. Do not carry weapons, illegal drugs or alcohol. If you are providing transportation, do not have pets in the car, or transport additional passengers. Always treat members, their possessions and concerns with utmost care. Please wear your GOT issued ID badge, unless you have already established a comfortable working relationship with the member.
"Office" Operations: Club Express
Club Express, our collaborative software technology, allows us to create a “virtual office.” Our members use a single phone number (570-630-0509) to reach our volunteer staff and communicate their service requests. Volunteers communicate with members by phone or email. A volunteer can sign up to provide services at our service operations website: got.clubexpress.com. Volunteers who provide direct member services can pre-schedule their commitments at their convenience, matching their own schedules and interests with a member’s service request. After the request has been fulfilled, members and volunteers may be be asked to provide feedback. Volunteers are encouraged to pull up the request in Club Express via the Volunteer Self Sign-up page, and close it out with any comments they may have.
When our members call during our business hours to place a request for service, they reach a volunteer Call Manager (CM) who has been trained to work with a software program called Club Express to link member requests and volunteers. CMs sign up to work a three-hour shift, from 9 a.m. to noon or from 1 to 4 p.m., Monday through Friday, usually at a regular time each week.
When the CM receives a phone call requesting a service, she/he enters the request in the database, which also posts the request online to the Volunteer Self Sign-up function. The request may include special considerations that volunteers should be aware of. Most requests are filled online, meaning a volunteer signs up on Club Express to provide the service. If the member uses E-mail, they will receive a confirmation that you have picked up the ticket.
If the ticket does not get picked up in a timely manner, CM's email or call volunteers to fill a request.
CM's also respond to questions from the general public. They provide information to potential members and volunteers, and can help volunteers handle unforeseen situations and resolve complaints.
CMs are essential to GOT’s successfully operations. If you want to volunteer and like working from home, consider becoming a Call Manager.
Signing Up to Deliver Services:
There are two ways you can sign up to fulfill a member’s request for a service:
1. Volunteers can sign up on the GOT website: got.clubexpress.com, using the Volunteer Self Sign-up feature . Online signup offers you the greatest flexibility and widest choice. It is our favorite, too, because it is the most efficient for our virtual office staff. You can sign up online to fill a service request as far in advance as you like. You can also help by checking Club Express two or three days in advance to provide last minute services.
2. If the Call Manager determines that you might be a good candidate for a particular service request, you will receive an email message. You can then call the office number and tell the Call Manager you are available and would like to take the request, or you can go into the Volunteer Self Sign-up as described above.
Schedule and Contact Preferences: We can contact you to provide services only when you are likely to be available. If there are days when you regularly work, volunteer for another organization, or are otherwise committed, you should let us know so that we can update your personal availability schedule in the system. Then we will not contact you about service requests falling within that time period. If you will be on vacation, you can update your vacation time on-line in your personal availability schedule, or you can call the office, and a Call Manager will update it for you.
After You Sign-Up for a Service:
Once you have chosen a service, you will receive an email with more detailed information, including the member’s last name, address, and phone number. The email will contain the address of the member's home, but not always to the member's destination. If that is the case, you can use GPS, Google Maps, your phone, etc., if you don’t have directions to the member’s destination or are unfamiliar with where you’re going. Many times our members will be able to direct your as they are already familiar with the route.
If the service request is flexible in terms of timing, once you have agreed the exact time and date of the service with the member, please call the office to confirm those details. Two days before the service, you will receive another confirmation email, which serves as a reminder.
The day before the service, please call the member to assure him or her that you will be there and confirm the time.
Fulfilling a Service Request: On the day of the service, if you have any difficulty, please call GOT at (570) 630-0509.
If the member asks you to do more than the original service request specifies, such as picking up a prescription or going to the supermarket after a medical appointment, it is totally up to you. You signed up for a specific time period; if you want to extend it, feel free. If you’d rather not, please do not hesitate to tell the member that you are unable to and encourage him or her to include added stops when calling to make a request.
If the member requests an additional service you agree to do, you or the member will need to call the office to inform the Call Manager. The Call Manager will need the date, time, and details of the additional request. He or she will sign you up for the service.
Please Remember To:
• Call the office as soon as possible if you are unable to do a service for which you signed up.
• Call the member the day before the service.
• Be prompt and reliable.
• Inform the office if you and the member agree to another service that is not part of the current job,
such as a follow-up medical appointment.
• Treat members respectfully.
• Wear your GOT issued ID badge.
• Protect confidential information that a member might share with you.
• Decline money for gas, tips, or any gifts of significant monetary value that may be offered.
Difficult Situations
If a member expresses dissatisfaction with GOT’s services, ask if there is anything you can do to rectify the situation. If you are unable to resolve the issue, suggest they speak to the CM. Provide the telephone number (570) 630-0509 and report their dissatisfaction to the CM immediately following your assignment.
In the rare event that several members express a desire not to have a specific volunteer, we will do our best to discern the issue that the members have and discuss it with the volunteer. If the volunteer is unable and/or unwilling to correct the behavior, GOT reserves the right to remove the volunteer from the organization.
More Ways to Be An Effective Volunteer
As a GOT volunteer, you are our eyes and ears. Often, a member will start to fail so that we cannot adequately meet his or her needs. If you believe that a member has gone beyond the point where we can serve him or her safely, please call the office and let us know. The situation will be assessed, professionals from the Wayne County Area Agency on Aging or the Sullivan County Office of the Aging may be consulted, and a recommendation made to address the situation.
Additionally, if a member treats you rudely or offensively, please contact the Call Manager. We will investigate and try to mitigate the situation.
Although it happens rarely, if the member has a medical problem while you are together, please call 911.