{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Volunteer and Intern Recruitment, Training, and Support Policy

1. Purpose

This policy outlines how {{org_field_name}} recruits, trains, supervises, and supports volunteers and interns in accordance with the requirements of the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and CIW guidance. Volunteers and interns are valuable members of our care home community, contributing to enriching the lives of individuals who use our service through companionship, stimulation, and practical assistance.

This policy ensures that all volunteering and internship placements are managed safely, ethically, and effectively. It demonstrates to CIW how we safeguard residents, support volunteers, and maintain high standards in line with our Statement of Purpose and service values.

2. Scope

This policy applies to all individuals who carry out voluntary or internship work at {{org_field_name}}, including students on placement, community volunteers, and those referred through charities, colleges, or volunteering services. It also applies to all employees involved in coordinating or supervising volunteer and intern activity.

Volunteers and interns do not replace employed staff and are not used to cover for vacant or paid roles. Their work complements the professional care provided and is focused on enhancing wellbeing, engagement, and community participation.

3. Related Policies

This policy should be read in conjunction with:

• CHW26 – Recruitment, Selection, and Retention Policy
• CHW27 – Staff Supervision, Training, and Development Policy
• CHW30 – Equality, Diversity, and Inclusion Policy
• CHW08 – Dignity and Respect Policy
• CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CHW34 – Confidentiality and Data Protection (GDPR) Policy
• CHW28 – Staff Conduct and Code of Ethics Policy

4. Policy Statement and Implementation

4.1 Recruitment and Selection of Volunteers and Interns

{{org_field_name}} will not permit any volunteer or intern to commence work at the service unless the service provider is satisfied that the individual is fit for the role in accordance with Regulation 35 of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended.

The recruitment and vetting process will be proportionate to the duties of the role and will include, as applicable:

• completion of a volunteer or intern application form;
• an interview with the Registered Manager or a person delegated by the Registered Manager;
• verification of the individual’s identity, including photographic identification;
• two satisfactory written references, including a reference from the individual’s last employer where applicable;
• where the individual has previously worked or volunteered in a position involving children or vulnerable adults, verification, so far as reasonably practicable, of the reason why that employment or position ended;
• a full employment, education and volunteering history, together with a satisfactory written explanation of any gaps where applicable;
• documentary evidence of any qualification required or relevant to the proposed role;
• confirmation of registration with Social Care Wales or another professional or regulatory body where such registration is relevant to the proposed role;
• details of membership of any relevant professional body, where applicable;
• assessment of the individual’s skills, competence, experience, integrity and good character;
• confirmation that the individual is able, by reason of their health and after any reasonable adjustments have been made, to perform properly the tasks that are intrinsic to the volunteer or internship role; and
• confirmation of satisfactory communication and linguistic ability where this is necessary for the duties the individual will undertake.

The level of Disclosure and Barring Service check obtained will be determined according to the legal eligibility of the specific role. Where the duties constitute regulated activity with adults or children, the appropriate Enhanced DBS check with the relevant barred-list information will be obtained where legally permitted and required. Where the role does not constitute regulated activity but is eligible for another level of DBS check because of the nature and frequency of contact with individuals using the service, the appropriate legally permitted DBS check will be obtained.

No volunteer or intern will undertake duties for which the required recruitment, fitness or DBS checks have not been satisfactorily completed.

Interns undertaking educational or professional placements must provide evidence of the arrangements agreed with their educational or training provider, including the purpose of the placement, learning objectives, responsibilities and supervision arrangements.

Where a volunteer or intern is under 18, the placement will additionally be subject to an assessment of the duties, risks, supervision arrangements and safeguarding requirements appropriate to the individual’s age. Parental or guardian consent will be obtained where required. No person will undertake an activity for which the legally required safeguarding or DBS arrangements cannot be met because of their age.

All appointments are subject to satisfactory completion of the required recruitment and vetting process, induction and ongoing review of the individual’s fitness and suitability for the role.

4.2 Ongoing Fitness and Disclosure and Barring Service Checks

The fitness and suitability of volunteers and interns will be kept under review throughout their placement.

Where a volunteer or intern is registered with the Disclosure and Barring Service Update Service, {{org_field_name}} will check the status of the relevant DBS certificate at least annually and will record the outcome of the check.

Where a volunteer or intern is not registered with the Disclosure and Barring Service Update Service and Regulation 35 requires a DBS certificate for the role, {{org_field_name}} will apply for a new DBS certificate within three years of the issue of the certificate obtained for the role and will thereafter obtain a further certificate at least every three years for as long as the individual continues in the relevant role.

Additional checks or an earlier review will be undertaken where information is received that may affect the volunteer or intern’s fitness or suitability.

Where a volunteer or intern no longer meets the applicable fitness requirements, {{org_field_name}} will take necessary and proportionate action to protect individuals and secure compliance. This may include:

• additional supervision or training;
• restriction or alteration of duties;
• suspension or termination of the placement; and
• where appropriate, notification or referral to the Disclosure and Barring Service, Care Inspectorate Wales, the police or any relevant regulatory or professional body.

All DBS status checks, renewed certificates and decisions concerning continuing fitness will be documented and retained securely in accordance with applicable record-keeping and data protection requirements.

4.3 Role Descriptions and Boundaries

Each volunteer or intern will be provided with a written role description before commencing their duties. The role description will clearly state:

• the purpose, scope and limitations of the role;
• the activities and duties the individual is authorised to undertake;
• any duties the individual must not undertake;
• safeguarding and confidentiality responsibilities;
• record-keeping responsibilities relevant to the role;
• the person to whom the volunteer or intern is accountable;
• the name or role of the person responsible for their supervision; and
• the arrangements for obtaining guidance, reporting concerns, whistleblowing and accessing support.

Unless a different arrangement has been expressly authorised by the Registered Manager following appropriate assessment, training, competency assessment, safeguarding checks and confirmation that it is lawful and consistent with the Statement of Purpose, volunteers and interns will not:

• administer or manage medicines;
• provide personal care;
• undertake clinical procedures;
• undertake delegated healthcare tasks;
• use control, restraint or restrictive practices;
• handle an individual’s money or financial affairs; or
• undertake any other activity requiring a level of professional qualification, competence, authorisation or regulatory registration that they do not hold.

The term “regulated activity” will be interpreted in accordance with applicable safeguarding and Disclosure and Barring Service legislation. The service will determine separately whether the duties of each volunteer or intern constitute regulated activity and what level of DBS check is legally permitted or required.

Subject to the individual’s role description, risk assessment and supervision arrangements, volunteers and interns may support activities such as:

• companionship and appropriate social interaction;
• organised activities and events;
• hobbies, music, reminiscence, crafts and other recreational activities;
• community participation; and
• other agreed wellbeing activities that do not exceed the boundaries of their authorised role.

Volunteers and interns supplement the activities of the service and must not be used as a substitute for the number, skills, qualifications, competence or experience of staff required to meet the assessed care and support needs of individuals.

4.4 Induction and Training

Every volunteer and intern must complete an induction appropriate to their role before undertaking duties without the level of direct supervision required during induction.

The induction will provide information about {{org_field_name}}, the way in which the service is provided and the volunteer or intern’s responsibilities. It will include, as appropriate to the role:

• the ethos, values and culture of {{org_field_name}};
• the Statement of Purpose and the nature of the regulated service;
• the volunteer or intern’s role description, responsibilities, limitations and line of accountability;
• the roles and responsibilities of relevant staff and other persons working at the service;
• the policies and procedures relevant to the role;
• safeguarding adults and, where applicable, safeguarding children;
• how to recognise and report abuse, neglect, improper treatment or other safeguarding concerns;
• whistleblowing arrangements and how to raise concerns independently where necessary;
• confidentiality, information governance and data protection;
• record-keeping requirements relevant to the role;
• equality, dignity, respect and the rights of individuals;
• professional boundaries and expected standards of conduct;
• health and safety requirements relevant to the role;
• infection prevention and control;
• fire safety and emergency procedures;
• lone-working arrangements, where relevant;
• the procedure for responding to concerns about conduct, capability or fitness; and
• any other core or specialist training necessary for the activities that the volunteer or intern is authorised to undertake.

Volunteers and interns must have access to current versions of all policies, procedures and guidance relevant to their duties and must be supported to understand and follow them.

Where specialist knowledge or competence is required for an authorised activity, the volunteer or intern will not undertake that activity until the required training has been completed and their competence has been assessed where appropriate.

Interns undertaking academic or professional placements will receive any additional training required for the objectives and authorised activities of their placement and may undertake supervised observational or shadowing activities where these are consistent with their placement arrangements, their competence and the safety, privacy, dignity and wishes of individuals using the service.

Further training, learning or support will be provided where this is identified through supervision, appraisal, changes to the role, changes in legislation or guidance, an incident, a safeguarding concern, an identified competence issue or changes in the needs of individuals using the service.

A written record will be maintained of induction, training, supervision, appraisal and any competence assessment completed by each volunteer or intern.

4.5 Supervision, Appraisal and Support

Every volunteer and intern will have a named supervisor who is competent and has sufficient authority to provide oversight of the placement. This may be the Registered Manager, {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, or another suitably appointed member of staff.

Supervision arrangements will be appropriate to the volunteer or intern’s role, experience, competence, frequency of attendance and level of contact with individuals using the service.

The arrangements will include:

• a named point of contact for day-to-day guidance and support;
• an appropriate level of observation and supervision while the individual is learning the role;
• regular documented supervision or review meetings;
• an appropriate documented appraisal of the volunteer or intern’s performance, competence, conduct and continuing suitability for the role;
• opportunities to discuss safeguarding, professional boundaries, confidentiality and any concerns arising from the placement;
• review of any additional training, learning or support needs;
• review of compliance with the volunteer or intern’s role description and agreed boundaries;
• mid-placement and end-of-placement reviews for interns where appropriate;
• debriefing and support following incidents or challenging experiences; and
• arrangements for increasing supervision immediately where concerns about competence, conduct, fitness or safety arise.

The frequency and form of supervision and appraisal will be determined according to the nature and risks of the role and will be increased where necessary to protect the safety and well-being of individuals.

Any concern that a volunteer or intern may no longer meet the fitness requirements applicable to their role will be acted upon promptly. The individual will not continue undertaking duties that may place an individual at risk while the concern is being assessed.

Supervision, appraisal, identified actions and the completion of those actions will be recorded.

Volunteers and interns are encouraged to provide feedback and make suggestions about their placement and the experience of individuals using the service. Any concerns raised will be taken seriously and managed through the appropriate organisational procedure.

4.6 Safeguarding and Duty of Care

All volunteers and interns have a responsibility to safeguard individuals using {{org_field_name}} and must act in accordance with CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy, the Wales Safeguarding Procedures and any applicable local safeguarding arrangements.

Every volunteer and intern must:

• read and understand the safeguarding procedures relevant to their role;
• remain alert to indicators of abuse, neglect, exploitation, improper treatment or unsafe practice;
• report any safeguarding concern, disclosure, allegation or suspicion immediately in accordance with the Safeguarding Policy;
• take any immediate action within their competence that is necessary to obtain emergency assistance or prevent avoidable immediate harm;
• preserve relevant information and evidence and avoid carrying out their own investigation;
• co-operate with safeguarding enquiries and investigations where required; and
• understand how to use the whistleblowing procedure where the concern involves a member of staff, manager, another volunteer or intern, or where they believe a safeguarding concern has not been dealt with appropriately.

The usual internal safeguarding contact is:

{{org_field_safeguarding_lead_name}}, {{org_field_safeguarding_lead_role}}.

The internal reporting route does not prevent a volunteer or intern from contacting emergency services, the local authority safeguarding service, Care Inspectorate Wales, the police or another appropriate statutory body where this is necessary or where the organisation’s safeguarding or whistleblowing procedures provide for such escalation.

Where there is an allegation or evidence of abuse, neglect or improper treatment, {{org_field_name}} will:

• take immediate and proportionate action to safeguard individuals;
• act in accordance with the service’s safeguarding policies and procedures;
• make the required referral to the local authority safeguarding service and any other relevant agency;
• maintain a record of the concern or allegation, evidence, decisions, actions and referrals;
• notify Care Inspectorate Wales where notification is required under Regulation 60 and Schedule 3 of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended; and
• make any required referral to the Disclosure and Barring Service or relevant professional or regulatory body.

Where a volunteer or intern is removed from regulated activity, or would have been removed had they not ceased the placement, because they have harmed or pose a relevant risk of harm to a child or vulnerable adult, {{org_field_name}} will make a referral to the Disclosure and Barring Service where the statutory referral conditions are met.

A volunteer or intern who is the subject of a safeguarding allegation may have their duties restricted or placement suspended while the matter is considered where this is necessary to protect individuals or preserve the integrity of an investigation. Any action taken will be proportionate to the information available and the risks identified.

Volunteers and interns must not be left in circumstances that exceed the agreed level of supervision, responsibility or contact specified in their role description and risk assessment. Any decision permitting a volunteer or intern to spend time alone with an individual must be consistent with the individual’s needs and wishes, the volunteer or intern’s authorised role, the relevant risk assessment, safeguarding requirements and the outcome of the required recruitment and DBS checks.

4.7 Equality, Diversity and Inclusion

{{org_field_name}} values the contribution of individuals from diverse backgrounds and welcomes volunteers and interns regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation, in accordance with applicable equality legislation.

Our commitment to equality, diversity and inclusion is underpinned by CHW30 – Equality, Diversity, and Inclusion Policy.

Reasonable adjustments will be considered and made where required to enable a disabled volunteer or intern to participate in the placement and undertake the intrinsic duties of their role. This may include, where appropriate:

• accessible information and formats;
• adjustments to working arrangements;
• adaptations to the environment or equipment; and
• additional support or mentoring.

Any reasonable adjustment must remain compatible with the safety and well-being of individuals using the service and with the essential requirements of the volunteer or intern’s role.

4.8 Confidentiality and Data Protection

Volunteers and interns must maintain the confidentiality of all personal, confidential and special category information that they obtain or encounter during their placement.

Before commencing their duties, volunteers and interns will be informed of their responsibilities relating to confidentiality, information governance and data protection and will sign any confidentiality agreement required by {{org_field_name}}.

Volunteers and interns must:

• access personal information only where this is necessary and authorised for their role;
• use and disclose personal information only for authorised purposes;
• keep written and electronic information secure;
• avoid discussing confidential information where conversations may be overheard by unauthorised persons;
• not photograph, record or share information about individuals using personal devices or personal social media accounts;
• follow the service’s procedures when handling, storing, transmitting or disposing of information;
• report any actual or suspected data breach, loss, unauthorised disclosure or inappropriate access immediately; and
• maintain confidentiality after their placement has ended.

Training relating to confidentiality, record handling, verbal disclosures, digital communication and data protection will be provided during induction in accordance with CHW34 – Confidentiality and Data Protection (GDPR) Policy.

Any breach of confidentiality or data protection requirements will be investigated and may result in restriction, suspension or termination of the placement and any further reporting required by law or organisational policy.

4.9 Conduct and Behaviour

Volunteers and interns are expected to comply with the standards of conduct, behaviour and professional boundaries applicable to their role and with the relevant requirements of CHW28 – Staff Conduct and Code of Ethics Policy.

Volunteers and interns must:

• treat individuals, representatives, visitors, employees and others with dignity and respect;
• respect the rights, privacy, choices and confidentiality of individuals;
• maintain appropriate professional boundaries;
• act only within the duties and authority set out in their role description;
• comply with safeguarding, confidentiality, data protection, health and safety and whistleblowing procedures;
• follow reasonable instructions provided by their supervisor or the Registered Manager;
• report mistakes, incidents, safeguarding concerns and unsafe practice promptly;
• avoid exploiting the relationship they have with an individual for personal, financial or other benefit; and
• avoid conduct that may place an individual at risk or undermine the safe and effective operation of the service.

Where there are concerns about a volunteer or intern’s conduct, competence, capability or fitness, {{org_field_name}} will take timely and proportionate action. Depending upon the circumstances and level of risk, this may include:

• additional guidance, training or supervision;
• restriction or alteration of duties;
• suspension from volunteering or placement activity while concerns are investigated;
• termination of the volunteer or internship placement;
• implementation of safeguarding procedures; and
• referral or notification to the Disclosure and Barring Service, police, Care Inspectorate Wales, an educational institution or another relevant regulatory, professional or statutory body where required.

Where an allegation or concern may constitute abuse, neglect or improper treatment, the matter will be dealt with under the service’s safeguarding procedures and will not be treated solely as a conduct matter.

4.10 Insurance and Expenses

Volunteers and interns will only undertake activities that are covered by {{org_field_name}}’s applicable insurance arrangements.

{{org_field_name}} will ensure that appropriate insurance arrangements are in place for authorised volunteering and internship activities and will clarify any limitations or exclusions relevant to the placement.

Where an intern is undertaking a placement arranged through a college, university or other educational or training provider, the respective insurance responsibilities of {{org_field_name}} and the placement provider will be confirmed as part of the placement arrangements.

Volunteers and interns must not undertake:

• activities outside their agreed role description;
• unauthorised use of vehicles;
• activities requiring qualifications or competence that they do not possess; or
• any other activity that falls outside applicable insurance arrangements.

Pre-agreed and reasonable expenses may be reimbursed in accordance with {{org_field_name}}’s arrangements. These may include authorised:

• local travel costs;
• materials purchased for approved activities; or
• other agreed placement-related expenses.

Expenses must be authorised in accordance with organisational procedures and supported by appropriate receipts or other evidence where required.

5. Policy Review

This policy will be reviewed annually, or earlier if there are changes in legislation, regulatory requirements, or organisational priorities. The review will include feedback from volunteers, interns, staff supervisors, and residents where appropriate. The next scheduled review will take place 12 months from the most recent version.

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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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.