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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Volunteer and Intern Recruitment, Training, and Support Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} recruits, trains, and supports volunteers and interns in a way that aligns with Care Inspectorate Wales (CIW) regulations and best practice in the social care sector. Volunteers and interns play a valuable role in supporting our services, enhancing the experience of service users, and contributing to a positive community ethos.

This policy ensures that:

• Volunteers and interns are recruited fairly and transparently, with appropriate checks in place.
• All volunteers and interns receive structured training and supervision to uphold care standards.
• Volunteer and intern roles are clearly defined, ensuring they complement the work of paid staff without replacing them.
• Volunteers and interns are valued, supported, and engaged, contributing positively to our service users and staff team.

This policy must be read and implemented in accordance with:

• the Regulation and Inspection of Social Care (Wales) Act 2016;
• the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended, particularly regulations 12, 13, 26, 27, 34, 35, 36, 38, 39, 64, 65 and Schedule 1;
• the Welsh Government statutory guidance for service providers and responsible individuals on meeting the service standard regulations;
• the Social Services and Well-being (Wales) Act 2014 and the Wales Safeguarding Procedures;
• the Safeguarding Vulnerable Groups Act 2006 and applicable Disclosure and Barring Service requirements;
• the Equality Act 2010;
• the Health and Safety at Work etc. Act 1974;
• the UK General Data Protection Regulation and the Data Protection Act 2018; and
• applicable Social Care Wales codes of professional practice, practice guidance and national safeguarding training, learning and development standards.

2. Scope

This policy applies to:

• All volunteers and interns engaged by {{org_field_name}}.
• Managers and supervisors responsible for recruiting, training, and supporting volunteers and interns.
• Service users and their families, who interact with volunteers and interns.

For the purposes of this policy, the organisation will determine and record the legal and operational status of every intern before the placement begins. An intern may, depending on the arrangements, be an employee, worker, person engaged under a contract for services, student on placement or volunteer. The title “intern” does not remove or reduce any employment, registration, safeguarding, vetting, training or regulatory requirement that applies to the actual role. Where an intern is employed, engaged under a contract for services or deployed to provide care and support, the requirements applying to staff and social care workers will be followed in addition to this policy.

This policy covers:

• Recruitment and selection of volunteers and interns.
• Training and induction processes.
• Supervision, support, and development.
• Roles, responsibilities, and boundaries.
• Safeguarding, confidentiality, and health & safety.

• Determination and recording of each person’s employment, worker, contractor, student-placement or volunteer status.
• Fitness checks and the documents required under regulation 35 and Schedule 1.
• DBS status checking, renewal and referral arrangements.
• Whistleblowing, duty of candour and conduct or capability concerns.
• Restrictions on undertaking regulated care and support activities.

3. Policy Statement

{{org_field_name}} is committed to ensuring that volunteers and interns:

• Feel valued, included, and supported within our organisation.
• Receive comprehensive training to equip them for their roles.
• Are clear about their responsibilities and boundaries.
• Work alongside paid staff to enhance, not replace, care services.
• Are engaged in meaningful activities that contribute positively to service user experience.

We ensure full compliance with legal and regulatory requirements to safeguard both volunteers/interns and the individuals we support.

4. Managing Volunteer and Intern Recruitment, Training, and Support Efficiently

4.1 Recruitment and Selection of Volunteers and Interns

The recruitment of volunteers and interns will be fair, transparent, and inclusive. Our process includes:

• Clear role descriptions outlining duties, expectations, and required skills.
• Application and screening processes, including interviews to assess suitability.
• A Disclosure and Barring Service check at the level legally appropriate to the duties and workforce will be obtained before the person is permitted to begin any role for which such a check is required. The service provider will determine eligibility for a Standard or Enhanced DBS certificate, including any barred-list check, by reference to the actual duties and whether they amount to regulated activity. A person must not begin unsupervised work with individuals until all required safeguarding and fitness checks have been completed and the service provider has made and recorded a satisfactory suitability decision.
• Equality and diversity considerations, ensuring recruitment is inclusive and accessible.

Before appointment, the service provider will obtain, verify and retain the information and documents required by regulation 35 and Schedule 1, as applicable to the role. These will include:

• proof of identity, including a recent photograph;
• the required DBS certificate or an appropriate DBS Update Service status check;
• two written references, including a reference from the person’s most recent employer where applicable;
• verification of the authenticity of references and relevant employment information;
• a full employment, education or placement history, with a satisfactory written explanation of any gaps;
• documentary evidence of relevant qualifications;
• documentary evidence of professional or Social Care Wales registration where registration is required;
• evidence that the person has the necessary skills, competence and experience for the proposed duties;
• information enabling the service provider to assess the person’s integrity and good character; and
• confirmation that the person is able, after any reasonable adjustments, to perform the tasks intrinsic to the role.

The service provider will record the outcome of the fitness assessment and the reasons for deciding that the person is suitable for the role. The required information and documents will be available for inspection by Care Inspectorate Wales.

No volunteer or intern will be permitted to work at the service unless the service provider is satisfied that the person is fit to do so in accordance with regulation 35. Where information is incomplete, inconsistent or raises a concern, the appointment will not proceed until the matter has been investigated, a risk assessment has been completed where appropriate, and a reasoned suitability decision has been recorded.

All recruitment decisions will align with CIW guidance on safe recruitment practices.

4.1.1 DBS Monitoring and Renewal

Where a volunteer or intern is registered with the DBS Update Service, the service provider will check the status of the relevant DBS certificate before appointment and at least annually thereafter. The service provider will retain a dated record of each status check and its outcome.

Where the person is not registered with the DBS Update Service, the service provider will apply for a new DBS certificate within three years of the issue of the certificate obtained for the role and will make further applications at intervals of no more than three years.

A new check will be considered sooner where the person’s duties change, the workforce or barred-list eligibility changes, information is received that may affect suitability, or a safeguarding or conduct concern arises.

4.2 Induction and Training

Every volunteer and intern must complete an induction appropriate to their role before working independently. The induction will be proportionate to the person’s duties, the needs of individuals receiving the service and the risks associated with the placement. The person’s understanding and competence will be assessed and recorded; attendance alone will not be treated as evidence of competence.

The induction programme will include, where relevant to the role:

• the organisation’s statement of purpose, values, service arrangements and management structure;
• the volunteer’s or intern’s written role description, limits of authority, accountability and reporting arrangements;
• the roles and responsibilities of other staff and persons working at the service;
• safeguarding adults and children, including recognition of abuse, neglect and improper treatment, immediate protective action, internal reporting, referral to the local authority and contact with emergency services;
• the Wales Safeguarding Procedures and the safeguarding arrangements applying in the local authority area;
• whistleblowing and how to report concerns about a member of staff, volunteer, manager or the service provider;
• the duty of candour and the requirement to act openly and honestly when something has gone wrong;
• confidentiality, the UK General Data Protection Regulation, secure record keeping and use of electronic information;
• health and safety, including lone working, personal safety, moving and handling where applicable, infection prevention and control, incident reporting, emergency arrangements and use of personal protective equipment;
• equality, human rights, dignity, privacy, respect, professional boundaries and prevention of discrimination, harassment and victimisation;
• the communication and language needs of individuals, including the organisation’s arrangements for supporting Welsh-language needs;
• complaints and how volunteers and interns must respond when an individual or representative expresses dissatisfaction;
• the conduct expected of persons working at the service and access to relevant Social Care Wales codes and practice guidance;
• the person’s responsibility to report changes in their health, criminal record, DBS status, professional registration or any other matter that may affect their fitness for the role;
• the procedures for accidents, incidents, medication errors, safeguarding concerns and other notifiable or reportable events; and
• any specialist training required by the duties or by the assessed needs of individuals with whom the person will have contact.

Volunteers and interns must receive any specialist training necessary for the duties they are authorised to perform and for the particular needs of the individuals with whom they work. They will not undertake a task unless the service provider has verified and recorded that they have the necessary knowledge, skills and competence.

Where relevant, volunteers and interns may also receive additional training, such as:

• Dementia awareness.
• Basic first aid.
• Supporting service users with disabilities or mental health needs.

A written record will be maintained of induction, core training, specialist training, competency assessments, refresher training, supervision and appraisal completed or planned for each volunteer and intern. Training requirements will be reviewed when duties or individual needs change, following an incident or concern, and through supervision and appraisal. Safeguarding training will comply with the applicable National Safeguarding Training, Learning and Development Standards and will be refreshed at intervals appropriate to the person’s role and level of responsibility.

4.3 Supervision and Ongoing Support

To ensure volunteers and interns feel supported and valued, {{org_field_name}} provides:

• Regular one-to-one supervision with a designated mentor or supervisor.
• Opportunities for feedback, ensuring volunteers and interns feel heard.
• Every volunteer and intern will receive formal one-to-one supervision with their line manager, designated supervisor or another suitably senior person no less frequently than quarterly. Supervision will be more frequent during induction, where the role involves direct contact with individuals, where competence is being developed, or where concerns or increased risks have been identified.
• Volunteers and interns will be informed of the procedure for raising a complaint, grievance or concern and of the organisation’s whistleblowing procedure. A concern about abuse, neglect, improper treatment, unsafe practice or regulatory non-compliance must not be treated solely as a personal grievance and must be dealt with under the safeguarding or whistleblowing procedure as appropriate.
• Recognition and appreciation activities, such as awards or team events.

Supervision will include discussion and recording of:

• the person’s performance and competence;
• safeguarding knowledge and any concerns raised;
• conduct, professional boundaries and confidentiality;
• feedback from individuals receiving the service;
• training and development needs;
• health, well-being and reasonable adjustments;
• changes in duties or risks;
• any matter that may affect fitness to work; and
• agreed actions, responsible persons and completion dates.

Each volunteer and intern will receive a formal appraisal at least annually. Where a placement lasts less than 12 months, a documented end-of-placement review will be completed. The appraisal or review will assess performance, conduct, competence, training needs and continued suitability for the role.

Supervision ensures that volunteers and interns remain engaged, motivated, and confident in their roles.

4.4 Defining Roles, Responsibilities, and Boundaries

To maintain professionalism and clarity, volunteer and intern roles are clearly defined, ensuring they:

• Enhance, but do not replace, the work of paid staff.
• Follow the same safeguarding and confidentiality procedures as paid staff.
• Understand their limits and escalate concerns to supervisors when necessary.

Volunteers and interns must not provide personal care, administer or assist with medication, undertake delegated healthcare activities, use control or restraint, handle an individual’s money, or perform any other care or support task unless all of the following conditions have been met:

• the activity is expressly included in the service’s statement of purpose and the person’s written role description;
• the service provider has determined that the activity may lawfully be carried out by a person holding that status and that any required Social Care Wales or professional registration is in place;
• the activity is consistent with the individual’s personal plan and risk assessments;
• the person has completed the required induction and specialist training and has been assessed as competent;
• appropriate delegation, supervision and accountability arrangements are in place; and
• the individual’s safety, dignity, rights, wishes and communication needs can be protected.

Where any of these conditions is not met, the activity is prohibited. Volunteers and interns must not be used to remedy staffing shortages or to replace the number, skill mix or competence of staff required under regulation 34.

Before the placement begins, the volunteer or intern will receive and sign a written role description and placement agreement. These documents will state:

• the person’s legal and placement status;
• the purpose, duties and limits of the role;
• prohibited duties;
• the person to whom they are accountable;
• supervision and appraisal arrangements;
• training and competency requirements;
• confidentiality and record-keeping duties;
• safeguarding, whistleblowing and duty-of-candour responsibilities;
• health and safety and lone-working arrangements;
• expectations concerning conduct, professional boundaries, gifts, money and use of social media;
• the requirement to disclose information affecting fitness or suitability;
• arrangements for expenses, insurance and ending the placement; and
• the action that may be taken where conduct, capability or fitness concerns arise.

The agreement will not describe a person as a volunteer where the actual arrangement creates employee, worker or contractor status.

4.5 Safeguarding and Confidentiality

All volunteers and interns must adhere to safeguarding regulations and confidentiality requirements. This includes:

• Any allegation, disclosure, suspicion or evidence of abuse, neglect or improper treatment must be acted upon immediately. The volunteer or intern must take any action within their competence that is necessary to address an immediate danger, including contacting emergency services where required, and must report the concern without delay in accordance with the organisation’s safeguarding procedure. Reporting internally does not remove the service provider’s responsibility to make an appropriate referral to the local authority and any other relevant agency.
• Personal information must be accessed, used, recorded, stored, shared and disposed of only where this is necessary for the authorised role and in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and the organisation’s information-governance procedures. Confidentiality must not be used as a reason for failing to report safeguarding, criminal, regulatory or whistleblowing concerns.
• Compliance with the Confidentiality and Data Protection Policy (DCW34).

The service provider will ensure that, following a safeguarding allegation or concern:

• immediate action is taken to protect all individuals who may be at risk;
• appropriate referrals are made to the local authority, police, DBS, Social Care Wales or another professional regulator where required;
• evidence is preserved and no internal action compromises a statutory safeguarding or criminal investigation;
• a record is kept of the allegation or evidence, immediate protective action, decisions, referrals, communications and outcomes;
• information is shared lawfully and on a need-to-know basis;
• the individual is supported to understand the safeguarding process and to access advocacy where required; and
• the manager and responsible individual maintain oversight of the concern and any resulting improvement action.

A breach of safeguarding, confidentiality, professional boundaries or conduct requirements may result in immediate restriction or suspension from duties while the matter is assessed. The organisation will take necessary and proportionate action, which may include additional supervision or training, termination of the placement, safeguarding referral, police referral, DBS referral or referral to Social Care Wales or another professional regulator. The safety and well-being of individuals will take priority.

4.5.1 Duty to Refer to the DBS and Professional Regulators

The service provider will make a referral to the Disclosure and Barring Service where the legal referral conditions are met, including where a volunteer or intern has been removed from regulated activity, or would have been removed had they not resigned or otherwise ceased the placement, because they harmed or posed a risk of harm to a child or adult at risk.

Where the person is registered with Social Care Wales or another professional regulator, the service provider will consider and make any required fitness-to-practise or conduct referral without delay. The fact that the person resigns, withdraws from the placement or has already left the organisation will not prevent the completion of the investigation or consideration of referrals.

The decision to refer or not to refer, the reasons for the decision and the date of any referral will be recorded.

4.5.2 Whistleblowing

Volunteers and interns have the right and responsibility to raise concerns about unsafe, unlawful, abusive or improper practice. They may raise concerns with the manager, responsible individual, service provider, local authority, Care Inspectorate Wales, police, DBS, Social Care Wales or another appropriate body, depending on the nature and urgency of the concern.

No volunteer or intern will be subjected to bullying, harassment, victimisation or disadvantage for raising a genuine concern in good faith. Concerns will be handled under the organisation’s Whistleblowing Policy and must not be suppressed or treated only as a grievance.

4.5.3 Duty of Candour

Volunteers and interns must act openly and honestly when something has gone wrong in the provision of the service. They must report the matter immediately, provide an accurate account, co-operate with any investigation and must not conceal, alter or destroy relevant information.

The service provider will ensure that individuals and their representatives are given appropriate information about incidents, investigation outcomes and remedial action, and are offered an apology where appropriate. No person will obstruct another person in exercising the duty of candour.

4.6 Health and Safety Considerations

To ensure volunteers and interns work in a safe environment, we will:

• Provide Health & Safety training, covering personal safety and risk management.
• Ensure appropriate PPE and infection control measures are in place.
• Individual risk assessments will be completed where required, taking account of the duties, locations visited, lone working, travel, access to individuals’ homes, known hazards, the person’s age and experience, and any health condition or disability. Reasonable adjustments will be considered and recorded. Volunteers and interns must not undertake lone working or enter an individual’s home until the organisation has authorised this within the role and implemented suitable control measures.
• The service provider will confirm before the placement begins that its insurance and indemnity arrangements cover the proposed duties of the volunteer or intern, including work in individuals’ homes, travel undertaken on behalf of the service and any authorised care or support activity. A person must not undertake a duty that falls outside the confirmed insurance or indemnity cover.

Any accidents or incidents involving volunteers or interns must be reported and recorded in line with company policy.

4.6.1 Continuing Fitness and Suitability

The fitness and suitability of every volunteer and intern will be kept under review throughout the placement. The person must immediately inform the manager of:

• any arrest, charge, caution, conviction or police investigation;
• any change to DBS barred-list status or information shown through the DBS Update Service;
• any safeguarding allegation or investigation concerning them;
• any restriction, suspension, investigation or removal from a professional register;
• any health condition or change that may affect the safe performance of the role;
• any loss of a qualification, driving entitlement or insurance required for the role; or
• any other matter that may reasonably affect their integrity, competence or fitness.

Where fitness may no longer be established, the service provider will take immediate and proportionate action to protect individuals. This may include changing duties, increasing supervision, suspending the person from the placement, obtaining further information, providing additional training or ending the placement. Required safeguarding, DBS, police or professional-regulator referrals will be made without delay.

4.7 Volunteer and Intern Recognition and Progression

We recognise the contribution of volunteers and interns through:

• Certificates of participation and references, supporting future career opportunities.
• Opportunities for progression, such as moving into paid roles.
• Recognition events, celebrating contributions to {{org_field_name}}.

For interns, structured learning objectives will be set at the start of their placement, ensuring they gain meaningful experience aligned with their academic or career goals.

Any move from a volunteer or intern placement into paid employment, worker status, a contract for services or a role providing care and support will be treated as a new appointment. The organisation will confirm the person’s status and complete any additional recruitment, DBS, registration, qualification, induction and competency requirements before the new duties begin.

4.8 Exit Process and Feedback

At the end of a volunteer or intern placement, exit interviews will be conducted to:

• Gather feedback on their experience to improve our programme.
• Provide career guidance and support if requested.
• Assess whether they wish to continue in another role.

Recruitment, identity, reference, DBS, fitness, training, supervision, appraisal, conduct, safeguarding and placement records will be retained securely, with access restricted to authorised persons, in accordance with the organisation’s records-management schedule, the UK General Data Protection Regulation, the Data Protection Act 2018 and any applicable statutory retention requirement. Records will not be kept indefinitely merely “for reference”.

Before the placement ends, the manager will confirm that all service property, identification, keys, records and equipment have been returned; access to systems and personal information has been withdrawn; outstanding incidents or concerns have been recorded and referred; and any continuing confidentiality obligations have been explained.

5. Related Policies

This policy aligns with:

• Safe Recruitment Policy (DCW26) – Ensuring volunteers and interns meet our recruitment standards.
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13) – Covering safeguarding responsibilities.
• Confidentiality and Data Protection Policy (DCW34) – Protecting personal and service user data.
• Health and Safety at Work Policy (DCW16) – Ensuring safe working conditions.
• Workforce Development and Training Policy (DCW27) – Supporting learning and progression.

• Whistleblowing Policy.
• Complaints Policy and Procedure.
• Duty of Candour Policy.
• Disciplinary and Conduct Procedure, including arrangements for volunteers.
• Lone Working Policy.
• Records Management and Retention Policy.
• Equality, Diversity and Human Rights Policy.
• Welsh Language and Communication Policy.
• Medication Policy, where volunteers or interns may have any medication-related role.
• Management of Individuals’ Money Policy, where the role may involve access to money or property.
• Control, Restraint and Restrictive Practices Policy, where relevant to the service.

6. Policy Review

This policy will be reviewed at least annually and sooner where:

• legislation, regulations, statutory guidance, Wales Safeguarding Procedures, Social Care Wales standards or CIW requirements change;
• the organisation’s statement of purpose or the roles undertaken by volunteers or interns change;
• an incident, safeguarding concern, complaint, whistleblowing concern, audit or inspection identifies a deficiency;
• monitoring indicates that the policy is not being followed or is not protecting individuals effectively; or
• learning from supervision, appraisal, feedback or quality-of-care review requires an amendment.

The service provider will ensure that amendments are communicated promptly to all affected volunteers, interns, staff and managers. Where duties are changed, role descriptions, risk assessments, training and competency assessments will be reviewed before the changed duties are undertaken. The organisation will monitor compliance with this policy through recruitment-file audits, DBS-status monitoring, training records, supervision records, safeguarding records and quality-assurance arrangements.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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