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hi and welcome to part 2 of the 2020 Bendigo winter night shelter training videos and again my name is Minh thank you for volunteering with Bendigo winter night shelter this year we are so incredibly grateful to have you onboard this video will go through the volunteer agreement and at the end you will have to accept and agree to the terms and conditions and we will have read through them together so it's not something you can skip ahead and not read so there are twelve conditions to our volunteer agreement and each volunteer is required to sign a copy of the agreement so that's that click and accept and agree of the agreement before commencing work in the Bendigo winter night shelter so one I will not share my personal contact details surname phone email social media account home address etc up with a guest non-negotiable on this one please um if you're not happy with it don't sign the agreement um it's just for basic volunteer safety it's not our job to take this home with us it's come to the shelter volunteer care at that level but you don't have to take this home with you as I said in the first video we can't solve the problem of homelessness but we can meet people where they're at and offer them food shelter dignity I will not lend or give money or personal gifts to guests if you feel there is a very real need from the part of the guests please contact myself or Lachlan the project coordinator if you feel there is a very real need from the part of the guest you can contact myself or Lachlan or any of the members of the board to express that need and we will take that on a case-by-case basis we've been to go winter night shelter possibly taking on aid to guests outside of what we offer to all of them this is not something that you should do personally please do not give money or gifts thank you I will hold in confidence the personal stories which are shared with me by guests unless I believe that there is an issue of personal safety or the safety of other guests or volunteers is at risk in this instance I will talk to the shift leader I will not share personal information or photographs of guests on social media pwns is a social media black hole please don't take photos when you're at then you go into night shelter please don't post on Facebook that you're there obviously this year we know where we are every night everybody knows where we are every night please don't share it around to everybody that you know you're 300 closest friends on Facebook and Instagram that's just for your safety and for guest safety we don't know if our guests might be running from something so we do wish to keep them and you say for I will respect the privacy of guests personal information contained in their guests agreement and kept on file I will not share this information with any other party details that might be relevant to you as a volunteer regarding our guests will be available in a guest file those details are private and confidential you don't share them if you don't if it's not absolutely necessary to the safety of the program thank you five I will treat everyone with dignity respect and care without judgement sixth I recognise the vulnerability of guests and will respect their personal space and this is not going to be an issue this year because where possible 1.5 meters yay social the personal space bubbles will be very carefully maintained this year due to covert 19 do recognize that the our guests will be perhaps standoffish and vulnerable they have had to protect themselves on the streets and they're not gonna want people close in hedging them in so keep that in mind seven I will arrive on time for my rusted shift and will notify the venue coordinator if I am unable to do so I will give as much notice as possible if I am unable to work my shift so that a replacement can be found let's mix that up a little bit if you can't get to your rusted shift on time or at all please notify me the volunteer team my phone number is on the website you will have an email from me somewhere in your inbox so you will have my email and telephone number so if you cannot make it to your rostered shift please let me know as soon as possible so I can arrange for somebody else to be on hand if we do not have all of our volunteers we can't run the program it's very simple eight I will register my attendants on shift in the shelter logbook on arrival this is just basic emergency protocol if there is an emergency we will be grabbing the log book as we evacuate to the emergency point and making sure everybody is actually there so it is important that you sign-in and sign-out because if you don't sign out we don't know you've gone home and we're gonna be looking for you so please make sure you do sign out at the end of your shift as well nine I will take responsibility for following health and safety policy and the welfare of myself other volunteers and guests at the night shelter ten I will not be alone with a guest this is hard when guests might want a private conversation with you what we mean by I will not be alone with a guest is to protect yourself and the guests from any future backlash or in the moment issues please make sure there is another volunteer within your eyeline so just to protect yourself and the guests make sure someone can see you 11 I will carry out the duties assigned to me as of all to the best of my ability and 12 I accept that the security of personal possessions brought into the shelter are my own responsibility valuables should be left at home so don't wear your great-grandmother's ruby encrusted brooch basic stuff so that is the volunteer agreement please accept the terms and conditions so that I can rust you on as part of our volunteer team if I do not receive a signed volunteer agreement signed volunteer agreement from you I can't use you in the program so please make sure that you do hit accept okay let's talk roles we have team leaders shift workers meeting point hosts mini bus drivers kitchen hands we do have a spot for train the driver but due to the circumstances of this year unlikely that we will be rostering any trailer shifts this year if you do have a medium rigid license please let me know we do have a 22 seat mini bus aleashia and you do require that medium rigid license so if you've got it and are willing to drag people place this that would be very handy for us to know as soon as possible thank you let's start with team leaders it is unlikely that many of you will be rusted as a team leader the team leaders are put in place by the host church so they must be nominated and approved by the church that takes responsibility for that night's program our team leaders are the person in charge so as the night progresses there are three different shifts and there will be one team leader and two shift workers so three people in total at all times and the two shift workers will report to the team leader who will do any reporting any of the incident reports and things like that that have to come through to us the team leader will also have access to the guest files and give you any information that we that is necessary for your role about our guests so our team leaders will have to attend meetings with the project coordinator and other team leaders ordinarily we would be calling this role venue coordinators because they would be in charge of their venue that they would know inside and out this year team leaders they are to ensure the safe and smooth running of the shelter when they are on duty prepare the venue so that's going to be pretty basic this year because we don't have to unpack a trailer they will be ensuring provisions are available and sufficient to prepare meals so this year each church that is hosting the night they are providing the food for the night so that is the team leader or the venue coordinators responsibility to make sure that there will be an evening meal there for guests and volunteers they will lead and brief the team allocating jobs and giving vision to volunteers receives the guest list and check-in guests to the shelter venue collecting and providing monitoring information to the project coordinator after an incident has occurred immediately after the event provide first aid where necessary provide reassurance and help keep everyone calm report the incident to the police by phone if necessary arrange for any volunteer who has been scared or hurt to leave the shift if they wish to soon after the event record details of the incident as quickly as possible on an incident report form and register it in the logbook we will be making the majority of this online this year there will be a place for you to insert to complete incident report forms on our website arrange long-term support where necessary ie counselling discuss the incident with the volunteer team and draw out constructive lessons for avoiding a similar incident in the future consider providing guests with brief details of what happened and how it was dealt with with this will provide reassurance to guests that incidents are dealt with effectively this will also prevent the development of any rumors clear communication is the key action to be taken against aggressors or perpetrators of a violent incident any aggressive or violent acts at the shelter will result in a ban the shift leader has the power to exclude a guest on the night no volunteers will be identified as the instigators of an exclusion so if you do need to report an incident of exclusion you your identity will remain anonymous in this we don't want to need that clash to our volunteers volunteers must actively support the decision made even if their opinion differs ok so the team leader is the person in charge if they make a decision please publicly support that decision this is for the benefit and safety of all concerned the team leader will take key decisions or make key decisions when other volunteers are unsure of the best course of action and support their volunteers when necessary in responding to guests they will arrange the handover between shift leaders so the transfer of information at the change of shift and delays with the volunteer coordinator and project coordinator if necessary the team leader will be vigilant about maintaining the logbook all volunteers must be signed in and out and any incidents recorded so that's the team leader remember that you can comment on these videos and leave questions we will get back to you as soon as we can and add any big questions to our FAQ page shift worker I imagine that this is what the majority of our volunteers watching this will be so record your details in the logbook on arrival and put on your name badge so have stickers on site first name only on your name sticker ok you will assist in this setup and teardown event you this isn't gonna be a big role this year because we don't have the trailer and stretches embedding to unload and load it will be something to consider when we have a new guest into the program because they will be required bedding at that time assist in cleaning the venue before and after guests have attended so this is going to be a big one this year our team leaders have to do this as well they're not exempt just because they're the guy in charge they have to clean - don't worry about that sorry any surface that gets touched basically by a volunteer or by a guest has to be sanitized it's about maintaining the social distancing so as opposed to a big group table where we all sit down and have dinner we will be separated into booths without making without having big groups of people congregating in a small area it will assist in the preparation of meals and drinks so guests are to serve themselves at the kitchen this has got to do with the covert thing again anybody anytime they want a coffee or serving of the evening meal the kitchen hands will do that but particularly over night our guests do tend to get up and wander and they will come in for a hot drink or a chat once it's quiet or at night it is very important that the shift workers team leaders make that Patrick so only volunteers are allowed in the kitchen space you will wash your hands before making anything before touching anything cups teaspoons anything at all serve the drink and then wash your hands again so there's gonna be a lot of hand washing we will make sure that there's moisturizing cream as well and knowing how badly it can dry out your hands you will engage with support and help guests feel welcome and familiarize new guests with the venue facilities this year we're basically all new guests to the venue facilities it's gonna be an interesting time for your first shift each time and if you are entering the program later on you might find that the guests familiarize you with the venue because they might know it a little bit better by that stage basically do the best you can at this time and at the start of each shift the team leader will do a sort of walk around and make sure that you know where the emergency congregation point is fire extinguishers first-aid kit all that sort of stuff will be gone through at your introduction to each shift it's very important that when you're on job you learn the names of our guests so they will get nametags as well to help you out but it is better if you can learn the names of the guests it just creates a sense of community a sense of belonging when you you do refer to them by name as opposed to hey you over there stop that or do this help with that if you can use their name when communicating with them take responsibility of health safety welfare of self and others so that was one of the steps in our volunteer agreement should be easy be aware of and assist in evacuation procedures if necessary assist in conflict on in conflict resolution if necessary and follow the instruction of the shift leader and report to them any incidents as soon as possible please backup decisions made by the shift leader and do not contradict them in front of other volunteers or guests kitchen hand this year we don't have the cook role as that is being taken on by the host church but we will have kitchen hands in position to make sure that food is reheated and served to our guests as well as kitchen cleanup at the end of the evening meal the evening meal will be served at approximately 7:00 p.m. numbers will be between 10 and 16 including volunteers those numbers will hopefully be confirmed as early as possible to give our cooks the chance to cater correctly duties will include following the food hygiene policy and procedure we will have a link to a free food safety course provided by the Victorian Government I believe available further down on this volunteer resources page so if you are working in the kitchen or even if you're just a shift worker please look at that food handling guide and complete that very short easy free course kitchen hands will arrive at the venue from 5:30 p.m. and serving the meal at 7:00 guests and volunteers are responsible for cleaning up so allow the guests to return their plates to the kitchen possibly to the servery area and then kitchen hands will do all of the washing up we will be using an industrial dishwasher anything that anybody touches that can go through the industrial dishwasher please use the commercial dishwasher it's high heat it's very quick and it will kill any bacteria once the kitchen is cleaned you have the option of leaving the shelter or staying on to be with the guests the team leader will assess if this is appropriate in regarding the guests to volunteer ratio so we do want to make sure our guests aren't inundated with ten volunteers if there's only two guests it's a bit scary this year as well after dinner activities they're gonna look a little bit different because we can't all sit down and play definitely not monopoly monopoly is still banned still a man ramekin I think we played a lot of rumack in last year there was a lot of card games because we'll be at the venue each day there may or may not be a jigsaw puzzle again it comes down to touch everything's very tactile and we have to make sure that it is clean at this stage drivers will only be needed on a Sunday for the minibus every other day of the week we will be using public transport to get our guests to the scout camp but on a Sunday that particular local bus doesn't run so we will have drivers on hand to pick them up from the Scout camp on a Sunday morning and drop them back in town at the railway station and on Sunday evening to convey them to the camp as I mentioned earlier the bus this year is a 22 seat so you do require a medium rigid license I think that's what it's called so if you do have one of those please let me know and like I said many bus drivers are required on a Sunday hi mem Williams here volunteer coordinator costume change care change we do have some updates regarding the meeting point host role so this has been rerecorded for you to have all of the valid information the 6:00 till 6:20 time slot at the railway station wasn't working as well as it could for us with the guests it is important that we develop a relationship with the guests and that just wasn't happening with the way the meeting point was running so we're going back to something more closely resembling the 2019 model if you do wish to be a meeting point host we need you to be available from 4:15 p.m. now I know that's going to knock a lot of you out because you don't finish work until five o'clock that is unfortunate and we're sorry that that is the case but meeting point does begin from 4:15 you'll arrive at coulomb at scout camp unlock the dining room just the dining room the bathrooms are already unlocked and the sleeping cabins are to remain locked until the evening shift arrives so from 4:30 guests can arrive they are not to be on site before 4:00 or 4:30 anybody who is there before 4:30 does need to get written up in the book and that's something that we will address later when they arrive we check their temperature with a contactless little temperature gun just pull the trigger until it beeps and read out the temperature to the guests they will note that in their sign-on sheets we do ask that the volunteers again sign in to the book check their own temperature you don't need to record yours so the meeting point host will be there from 4:15 p.m. until approximately 5:45 as the evening crew steps to arrive from 5:30 the roll now is going going back to its 2019 model is more of a conversational sort of roll it's for the opportunity for us to connect with the guests and see how they're tracking how they're going with different agencies that they might be linked in with because the goal is always to get them into full time housing so just have a chat with the guests make them a cup of tea the idea is to keep an eye on them see how what their behavior is like we are monitoring to see if they are in the correct state for the shelter so if they seem a little bit aggressive okay not a little bit aggressive a lot aggressive if they are argumentative and aggressive then they're not in the right frame of mind to be part of the shelter so the meeting point host does need to be firm and confident with the guests if they do not seem like they are in a fit state for the program you have the tough job of asking them to leave the campsite and direct them to the bus stop because of that we do need you to be firm and confident and it's important to be assertive but not aggressive in this role you need to be a good conversationalist able to have a chat about nothing at all or if the guest doesn't want to have a chat just to bring a book of your own you know something to do but if you're there to supervise as they sort of wind down from the day and get ready to be a part of the bed to go into night shelter from 5:30 the evening shift arrives you do a shift change and the two volunteers who man the meeting point can then head home one thing I have forgotten in that is that there is a bag check component of this role we do have to check the guest bags to make sure that they don't have any of the contraband no booze no drugs no weapons sorry open all of the pockets the guest opens all of the pockets of the bag for you you have a look through ask them to lift out any items that are impeding your vision and give it you know that the footy squeeze that you get when you try and get into a sporting event now they say pack your bag down and see if you've got any bottles of unknown in your bag all right so that's that's the bag check it's not toss everything out on the table and go through it individually it's just cursory bag check some people will be arriving by public transport and some of our guests will be arriving in their own vehicles so when they arrive we are they gather any of the items that they need for that evening sleep check those bags the car is then locked and the keys are surrendered to the volunteers if you do sign up to meeting point host you will receive more information regarding where those keys are stored because we do keep them secure for the entire period until the following morning thank you for watching this update I hope you've enjoyed it I hope you've enjoyed my new doing I'm quite liking the new haircut I do hope to meet all of you over the next two and a half month I will endeavour to be out at colomac when I can in between work and all of the bendigo in tonight's shelter staff keeping me very busy I haven't been able to get there yet but I do look forward to meeting all of our wonderful volunteers and getting to know you one-on-one thanks again