Volunteer Orientation Tip Sheet

Why orientation? New volunteers come with many questions about SHIP and its local sponsor organization or agency. Aside from the questions they have about Medicare and Medicaid substance, they also want to know about your expectations, office procedures, when and where they will volunteer, and what they can expect from you. Orientation addresses those questions, separate from training that deals separately with the knowledge and skills the volunteers need in their counseling or outreach work.

Here are some topics that we offer for your review when planning an orientation program for new SHIP volunteers.

• SHIP's goals, objectives and accomplishments nationally and locally.
• Background on SHIP; that is, paint the "big picture" with some history.
• Values that underpin the SHIP, for example, client-centered service and responsiveness.
• Relationship between local SHIP and state SHIP.
• SHIP funding sources and amounts.
• Expectations for client service, for example, how many times should a volunteer try to call back a beneficiary before closing out the case? Will counselors make house calls? Under what circumstances?
• Client confidentiality.
• Staff and volunteer responsibilities. In the counseling context, are there some kinds of cases that you would not refer to a volunteer?
• Methods for resolving volunteer problems and grievances.
• Procedures for reimbursing volunteer expenses.
• Procedures for assigning cases and scheduling work.
• Reporting forms and procedures.
• Introductions to other veteran volunteers to promote mentoring.
• Introductions to other staff in the organization.
• Review of your organization's publications and information resources.
• Staff support, that is, what can the volunteers expect of you in terms of your time and attention?
• Facility tour showing them locations for phones, copiers, computers, and resource materials.