NSW Health WSLHD Volunteer Manual

Acknowledgement

Western Sydney Local Health District (WSLHD) acknowledges the first people of the land. The overarching Aboriginal nation in Western Sydney is the Darug nation. We pay our respects to Elders past, present and emerging. We acknowledge the importance of land, water, spirit, kinship and culture, and the importance that these elements have to the health, wellbeing and future of the Aboriginal and Torres Strait Islander community.

VERSION AUTHOR

DATE

Feb 2022

3.0

WSLHD Volunteer Managers - Catherine Enright (Westmead\Auburn); Colin Dent (Blacktown\ Mt Druitt); Kylie Clark (Palliative Care WSLHD); Michael Deal (Pastoral Care Westmead); Jeannie Smith (Pastoral Care Blacktown\Mt Druitt) OD&L – Jenny Pita. Amended the WHS Policy & Workflow document formatting and embedded the Volunteer Handbook and mandatory training Workbook making the document available via MHL Volunteer Mandatory Learning Pathway Organisational Development & Learning (OD&L – Dianne Chaffey and Jenny Pita) Kylie Clark – Palliative Care Volunteer Manager TimWakefield – Western Sydney University student

Aug 2020

2.1

ACRONYMS WSLHD Western Sydney Local Health District LGA Local Government Area NUM Nursing Unit Manager WHS Work, Health & Safety SPCU Supportive and Palliative Care Unit

2.0

Nov 2019

Oct 2017

1.0

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Western Sydney Local Health District (WSLHD) Volunteer Manual

Contents

Acknowledgement

2 4 5 5 6 7 8 9

Welcome fromWestern Sydney Local Health District Chief Executive

People and Culture

A message from our Executive Leadership Team

Introduction

What is our cultural ambition for WSLHD

How do we all build our culture?

How can I find out more and get involved?

1.

NSW Health Volunteering WSLHD Services & History

10

2. 3. 4. 5. 6. 7. 8. 9.

11

Volunteer Contacts

14 15 16 17 17 17 17 18 18 18 19 20 20 21 22 22 22 22 23 23 23 24 30

Code of Conduct and Core Values Volunteer Rights and Responsibilities Volunteer Position Descriptions

Requirements for volunteering

Volunteer Benefits

Employee Assistance Program (EAP)

10.

Induction

11.

Record keeping and privacy for volunteers

12. 13. 14. 15. 16. 17. 18. 19.

Staff Number

Stafflink

Hospital Access Pass Uniform and Name Badge Training & Development

Probation

Shifts & Rosters Reporting Hours

20. Communication

21.

Privacy and Confidentiality

22. Consultation

23. Ceasing Volunteer Duties 24. Policies & Procedures Appendix A - The Code Of Conduct

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Western Sydney Local Health District (WSLHD) Volunteer Manual

Welcome to Volunteers

Dear Volunteers,

Welcome to Western Sydney Local Health District! We are so pleased you have chosen to join us and assist in the vital work of caring for our community. While our district has had different structures and names over the years, we belong to a storied history dating back over 100 years. The opening of Westmead Hospital in 1978 as a dedicated teaching hospital marked the beginning of a new era of high-quality healthcare for the people of western Sydney. Today we continue that legacy of providing the best healthcare and support to one of Australia’s fastest-growing and most diverse regions. Through our hospitals, community health centres and outreach teams, we are changing the way we deliver healthcare to nearly a million people on our doorstep – and none of that would be possible without our volunteers. This Manual aims to provide you with information on: • Induction • Training

• Policies and procedures • Rights and responsibilities • Code of conduct • Work, Health & Safety • Emergency information

The Volunteer Manager for each hospital will provide further, more specific induction information for your site. If you’re ever unsure about anything, please don’t hesitate to reach out to them. Volunteers play a vital role in enhancing the journey of each patient, carer and visitor. On behalf of all staff, I welcome you to Western Sydney Local Health District and thank you for your service.

Graeme Loy Chief Executive Western Sydney Local Health District

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Western Sydney Local Health District (WSLHD) Volunteer Manual

People and Culture

Amessage from our Executive Leadership Team These three focus areas have been identified based on the experiences of staff. To continue evolving our culture, we need to keep hearing from everyone. This will let us know what is having the strongest impact, how we are progressing, and where we might need to shift our focus next. We encourage everyone to get involved and share your ideas, stories, questions, and feedback.

All of us shape our culture through the decisions and actions we take every day. Our culture is how we experience working together at WSLHD. Like our vibrant community, it never stands still and is always growing. Evolving our culture and providing the best possible experience for our staff is critical to the experience of our patients. We recognise that your contributions to the health of our community – directly or indirectly – depend greatly on your experience of working at WSLHD. We are continuing to build on the important culture work of the past few years, where we have already started making significant progress. Based on your feedback and suggestions, we have identified three culture priorities to focus on going forward: leadership, communication, and behaviours. As an Executive Leadership Team, we are committed to focusing on the leadership, communication, and behaviours of ourselves and our people as individuals, in our teams, and across WSLHD.

We are striving for WSLHD to be a place of care, compassion, respect, and connection. A vibrant and growing community where our people want to come to work and feel fulfilled. We look forward to working together with you in evolving our culture.

Executive Leadership Team Western Sydney LHD

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Western Sydney Local Health District (WSLHD) Volunteer Manual

Introduction Our Place. Our People. Our Culture. is currently focused on leadership, communication, and behaviours across WSLHD. These priorities are at the centre of our current culture efforts. To achieve positive outcomes in these three areas, we will be concentrating on: 1

2 3 Communication How we create an

Behaviours How we work with each other so that everyone comes to work knowing it is a place where they will feel respected, valued, and engaged. This is focused on how we think and act around each other, and on understanding and taking responsibility for the impacts of our actions.

Leadership How we equip everyone to be leaders in our desired culture. This includes building our shared leadership capability and capacity so that everyone is self-aware, empowers others, achieves results, drives innovation, and connects with others across the system.

environment where everyone feels they are informed, have

a voice, and are listened to. This is about how we

communicate with each other and ensure that we all know what is happening and what our contribution is.

These three focus areas are aligned to our 2019 Culture Strategy. Throughout our culture change journey, we will continue to track our progress through the existing measures and outcomes outlined in the Culture Strategy, such as the People Matter Employee Survey (PMES). To provide everyone with a clear sense of the desired culture that we are working towards, we have developed a culture statement that describes our aspirational culture and that will be achieved by living our CORE Values. These are outlined over the following pages.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

What is our cultural ambition for WSLHD?

Our culture statement describes our shared aspiration for how we should all work together and feel coming to work at WSLHD each day. It celebrates what makes us unique and guides the way we behave and make decisions. It applies to every individual and team at WSLHD.

This is who we are Our community of staff and the Western Sydney community that we serve. We are diverse and growing in numbers, in maturity, and in impact. Our growth is built on our commitment to learning, development, change and continuous improvement.

We are a vibrant, growing community

We are respected and connected

This is what we do and the mindset that we bring

We are kind, supportive and trusted in our service to our community and each other. We are caring and compassionate towards our patients, their families and carers, and to our colleagues and ourselves. This is the way we work together It guides the way that we treat each other and describes how we should all feel coming to work at WSLHD every day. It acknowledges our CORE values and our connections to each other, to the information and resources we need, and to our sense of purpose.

We are caring and compassionate

Our Place. Our People. is the title of our WSLHD Culture Program. It is about recognising our shared sense of community, ways of working and our identity as WSLHD. By living our culture statement, we can create a positive shared work environment in Western Sydney (Our Place) and strengthen our connections with each other and our community (Our People)

Our Place. Our People. was the title nominated by the Westmead Redevelopment Team as part of a District-wide naming competition. The culture statement was developed based on inputs from the Executive Leadership Team, Culture Reference Group, People Matter Employee Survey, and other inputs from a variety of staff across WSLHD.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

How do we all build our culture? We can all contribute to and build our desired culture by ensuring our behaviours are aligned to the NSW Health CORE values of Collaboration, Openness, Respect and Empowerment. These values help to guide the way we think and act at WSLHD.

Collaboration We work together as a community and meaningfully connect with each other.

1

Openness We make transparent decisions and take responsibility for our actions.

2

CORE Values

Respect We consider each other’s feelings, values and rights in our thoughts and actions.

3

Empowerment community to make informed We strive for our staff and decisions for themselves.

4

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Western Sydney Local Health District (WSLHD) Volunteer Manual

How can I find out more and get involved?

Check out our website! If you like more information about Our Place. Our People. Our Culture, please check the website: https://www.wslhd.health.nsw.gov.au/wslhd-culture

Email us! You can also email us if you have any questions or would like to get involved. One way you can get involved at any time is to share a story that showcases you

r others role modelling our evolving culture. WSLHD-Culture@health.nsw.gov.au

Connect with your colleagues! Yammer, our staff social network is a rich forum to see our culture in action. Share your achievements, photos and news with your colleagues. Learn how to access Yammer here: https://www.wslhd.health.nsw.gov.au/staff-promotions/yammer/

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Western Sydney Local Health District (WSLHD) Volunteer Manual

“ Volunteering is time willingly given for the common good and without financial gain” (Volunteering Australia - revised 2015)

1. NSW Health Volunteering

The following principles developed by Volunteering Australia are supported by NSW Health: (Volunteering Australia, 2001, National Standards For Involving Volunteers In Not-For Profit Organisations, Volunteering Australia, Melbourne p62) • Volunteering benefits the community and the volunteer • Volunteer work is unpaid • Volunteering is always a matter of choice • Volunteering is a legitimate way in which citizens can participate in the activities of their community • Volunteering is a vehicle for individuals or groups to address human, environmental and social needs • Volunteering is not a substitute for paid work • Volunteers do not replace paid workers nor do they constitute a threat to the job security of paid workers • Volunteering respects the rights, dignity and culture of others • Volunteering promotes human rights and equality • Volunteering builds the capacity of individuals and organisations • Volunteering can be a pathway to further education and/or paid employment.

Volunteer management guidelines WSLHD Volunteer Managers adhere to the Volunteers – Engaging, Supporting and Managing Volunteers policy directive. This policy provides staff responsible for the recruitment, training and management of volunteers the information required to ensure consistency across WSLHD. It aims to ensure the district meets all legal and statutory requirements associated with volunteers. More information at https://www1.health.nsw.gov.au/pds/ ActivePDSDocuments/PD2011_033.pdf NSW Health Volunteer Vision Volunteering within NSW Health maximises the health care experiences for patients and clients, and is rewarding for volunteers and the service involving the volunteer. (Source - NSW HEALTH FRAMEWORK FOR ENGAGING, SUPPORTING AND MANAGING VOLUNTEERS - https:// www1.health.nsw.gov.au/pds/ActivePDSDocuments/ PD2011_033.pdf) Defining NSW Health Volunteers Volunteers are involved with NSW Health services in many ways. A NSW Health volunteer is someone who volunteers to provide support or services to patients/clients or the service itself, in the context of a NSW health facility or service. Volunteers can work directly with health services, or as part of auxiliary or philanthropic groups. Volunteers perform a variety of activities that contribute to hospitals and other health services in NSW (Source - NSW HEALTH FRAMEWORK FOR ENGAGING, SUPPORTING AND MANAGING VOLUNTEERS - https:// www1.health.nsw.gov.au/pds/ActivePDSDocuments/ PD2011_033.pdf)

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Western Sydney Local Health District (WSLHD) Volunteer Manual

2. WSLHD Services & History

NSW Health Principles for Volunteering The three priorities for NSW Health are: • To ensure volunteer’s work and workplaces are effectively supported and managed • To recognise the value of volunteers and volunteering within the NSW Health system • To enhance the diversity and number of NSW Health volunteers. (Source - NSW HEALTH FRAMEWORK FOR ENGAGING, SUPPORTING AND MANAGING VOLUNTEERS - https:// www1.health.nsw.gov.au/pds/ActivePDSDocuments/ PD2011_033.pdf) Patient-Centred Care Approach WSLHD is committed to patient-centred care, which is healthcare that is respectful of, and responsive to the preferences, needs and values of patients and consumers. Volunteers, staff and significant others are all vital aspects of this approach. The widely accepted dimensions of patient-centred care are • Respect for patients’ preferences and values • Spiritual support and comfort • Emotional support • Physical comfort • Information, communication and education

WSLHD manages Auburn, Blacktown and Mount Druitt, Cumberland and Westmead hospitals, and services the Blacktown, Cumberland, The Hills and Parramatta Local Government Areas (LGAs). The WSLHD serves a population of around 946,000 people, and covers a geographical area of around 774 square kilometres. Western Sydney Local Health District (WSLHD) is a leader in clinical services, research and education, providing a diverse range of public healthcare to residents in Sydney’s west, as well as services to those outside our catchment from specialty statewide centres of expertise. One of 15 local health districts (LHDs) in the NSW Health system, WSLHD is one of the State’s fastest growing areas with more than 1.3 million residents estimated by 2031. Our community comes from diverse economic, social, and cultural backgrounds providing a fertile environment to develop and implement innovative models of healthcare, research, infrastructure and new ways of doing business. Participation from our consumers and patients is vital to ensuring we are building and reshaping our services to meet the challenges of today and the future. To sustain projected demand we have embarked on a multibillion dollar capital redevelopment program, and continue to research world’s best practice and innovations to maintain community expectations in healthcare delivery, research and education.

• Continuity & transition • Coordination of care • The involvement of family and friends • Access to care

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Western Sydney Local Health District (WSLHD) Volunteer Manual

2. WSLHD Services & History

Westmead Hospital Westmead Hospital opened on 10 November 1978 as a specialised tertiary referral hospital for the western metropolitan area. Westmead Hospital is known for its comprehensive and highly specialised services provided to the western Sydney community, statewide and nationally. Westmead Hospital is a member of the Westmead Health Precinct, with close relationships to The Children’s Hospital at Westmead, the University of Sydney, the Westmead Institute for Medical Research, and the Children’s Medical Research Institute making it one of the largest health, education, research and training precincts in Australia. The new Central Acute Services Building was officially opened in March 2021 – the centrepiece of the more than $1 billion Westmead Health Precinct redevelopment. Auburn Hospital Auburn Hospital was first opened as the “Granville Electorate Cottage Hospital” in November 1907. It was derived from a movement that aimed to establish a health care facility to cover the area from Granville to Lidcombe. Auburn Hospital is a teaching hospital of the University Of Notre Dame and serves a unique population with 60 per cent of local residents born overseas. Auburn Hospital is networked with Westmead Hospital. Blacktown Hospital celebrated 50 years of service to the community in 2015. Initially opening in 1965 with the capacity for 160 beds. Mount Druitt Hospital opened in 1982 with the capacity for 200 beds. It was opened by Her Majesty Queen Elizabeth II on 11 October 1982, and was designed by Lawrence Nield in 1980. Mt Druitt hospital had a major refurbishment in 2016-2018, extending the theatre capacity, ED and oral health as well as new Dialysis Unit. This site also includes the 16 bed Supportive and Palliative Care Unit which is the only specialised facility for palliative patients in Western Sydney, it was refurbished in 2020. Blacktown and Mount Druitt Hospitals

Blacktown and Mount Druitt Hospitals (BMDH) are now a single hospital operating across two campuses and is a leading tertiary care hospital following an expansion project costing more than $700 million. The Clinical Services Building was opened in 2016. Services include cardiology, respiratory, aged care and rehabilitation wards, 40 carer zones, a cancer centre, ante-natal clinics, pathology, pharmacy and neurophysiology. This expansion stage increased the bed capacity by 170. The Acute Services Building was opened in 2019. This building has purpose built spaces for the Emergency Department, Intensive Care Unit. Sterilizing Services, Peri-operative services, Maternity and Women’s Health Services, Paediatrics, Newborn Care and Birthing Unit. Currently there are 534 beds in BMDH. BMDH covers one of the fastest growing geographic populations in NSW as well as the most culturally diverse LGA’s including the largest urban Aboriginal population in the state. Cumberland Western Sydney Local Health District Mental Health Services (MHS) support people across their lifespan with a range of mental illnesses and disorders from prevention through to early detection and intervention, triage, assessment, acute and sub-acute care, and various levels of treatment and ongoing support in the community

NSW Aboriginal Health Plan 2013-2023

The NSW Aboriginal Health Plan 2013-2023 is part of a NSW Government commitment toward closing the gap in health outcomes for Aboriginal people. Over the next ten years the Plan provides unique opportunities for NSW Health to re-examine the best ways of working together and redesigning health services to achieve health equity. For more information go to

https://www1.health.nsw.gov.au/pds/ ActivePDSDocuments/PD2012_066.pdf

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Western Sydney Local Health District (WSLHD) Volunteer Manual

WSLHD Hospital Network

4km

01

2

N

WESTERN SYDNEY HOSPITALS 1. Mount Druitt Hospital 2. Blacktown Hospital 3. Westmead Hospital 4. Cumberland Hospital 5. Auburn Hospital WESTERN SYDNEY COMMUNITY HEALTH CENTRES 6. Mount Druitt Community Health Centre 7. Doonside Community Health Centre 8. Blacktown Community Health Centre 9. The Hills Community Health Centre 10. Parramatta Community Health Centre 11. Merrylands Community Health Centre 12. Auburn Community Health Centre

Maroota

Gosford >

The Hills Shire LGA

Rouse Hill

Marsden Park

Blacktown LGA

M1

Castle Hill

M2

1

9

Penrith

See footnote*

2

7

6

8

Macquarie Park

4

M4

M7

Sydney Harbour Bridge

Parramatta LGA

3

M2

10

Cumberland LGA

11

5

Future Western Sydney Airport

Prospect Reservoir

12

CBD

Sydney Olympic Park

Parramatta

M7

Bondi >

Liverpool

Sydney Airport

* Hatched area of Parramatta LGA is outside Western Sydney Local Health District

M5

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Western Sydney Local Health District (WSLHD) Volunteer Manual

3. Volunteer Contacts

NSW Health Website The NSW Health website holds information and resources for all WSLHD hospitals including Auburn, Blacktown & Mt Druitt, Westmead & Cumberland. Go to https://www.wslhd.health.nsw.gov. au/ and click on the desired hospital for more information on services, the executive, maps, directions, media and more. Volunteer Managers Your Volunteer Manager as below will provide their contact details to you • Volunteer Manager, Auburn\Westmead • Volunteer Manager, Blacktown\Mt Druitt • Palliative Care Volunteer Manager, WSLHD • Pastoral Care Coordinator, Blacktown\ Mt Druitt • Pastoral Care Coordinator, Westmead

Hospital Locations Auburn Hargrave Road Auburn NSW 2144 Main Hospital Telephone: (02) 8759 3000 Blacktown 18 Blacktown Road Blacktown NSW 2148 Main Hospital Telephone (02) 9881 8000 Mt Druitt

75 Railway Street Mt Druitt NSW 2770 Main Hospital Telephone (02) 9881 1555 Westmead Cnr Hawkesbury Road and Darcy Road Westmead NSW 2145 Main Hospital Telephone: (02) 8890 5555 Cumberland

1-11 Hainsworth Street, Westmead NSW 2145 Main Hospital Telephone: (02) 9840 3000

Security (correct as at 2022) Auburn Phone (Emergency): internal - 2222 Phone: non-emergency: internal - 73411; external - (02) 8759 3411 Location: Blacktown Phone (Emergency): 2222 Phone: non-emergency: internal - 48014; external - (02) 9881 8014 Location: Mt Druitt Phone (Emergency): 2222 Phone: non-emergency: internal - 41766; external - (02) 9881 1766 Location: Westmead Phone (Internal Emergency Number): 2222 Phone: non-emergency: internal - 57625; external - (02) 8890 7625 Location: Block G, Level 2

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Western Sydney Local Health District (WSLHD) Volunteer Manual

4. Code of Conduct and Core Values

The WSLHD Code of Conduct & Core Values apply to both Staff and Volunteers, as outlined below. For Code of Conduct see Appendix A NSW public health sector Core Values • Collaboration - We will work together as a team to provide the best health care for our community • Openness - The decisions we make are transparent and we accept accountability for our actions. Our patients, and their carers, have a right to know how and why decisions are made and who is making them. • Respect - We respect and acknowledge the contribution made by each member of our team in providing the best possible health care for our patients. • Empowerment - We will work with our patients and their carers to enable them to take greater control of their own health care. We acknowledge that for empowerment to work there must be trust between our patients and all staff involved in the provision of health care. NSW Public Health sector Code of Conduct This Code applies to: 2.1.1 Persons who are employed in NSW Health whether on a permanent, casual or temporary basis, and 2.1.2 Contractors (including visiting practitioners, agency staff and volunteers) working in NSW Health, and 2.1.3 Students, researchers or persons undertaking or delivering training or education in NSW Health, who will be referred to as ‘staff‘, throughout the Code.

The Code requires staff to adhere to the standards set out below. The standards in this Code also apply to social activities that take place outside work premises but under agency auspices, and to the making of comments about other staff, patients, and patients’ family members or visitors on social media where the status of the person making the comments as a NSW Health staff member is indicated or can be inferred. For more information go to NSW Health Intranet. Code of Conduct Breaches There is a range of consequences for breaches of this Code depending on the nature and seriousness of the matter. Managers will address alleged breaches of the Code promptly, and in a fair and reasonable manner. Possible outcomes for a staff member or volunteer who has breached the Code may be: • Counselling • Performance improvement plans • Sanctions may be applied • Referral to the police in cases of suspected possible criminal activity • Referral to other Government agencies, such as the Independent Commission Against Corruption, or • Termination of employment or volunteer status. Certain sections of the Code reflect the requirements of legislation, and breaches of these conditions may be punishable under law. If you are concerned about a breach of the Code, staff or volunteers should report any breach, or concerns about a breach of the Code, to their manager. If you are not comfortable about reporting to your manager, you should report the matter to a more senior staff member. In some circumstances, such as allegations of corruption, there is a mandatory requirement to report matters to external agencies.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

5. Volunteer Rights and Responsibilities

Rights NSW Health will ensure the rights of NSW Health Volunteers are upheld, as outlined by Volunteering Australia. Specifically, NSW Health will ensure that volunteers working within health services have the right: • to work in a healthy and safe environment (refer various Occupational Health and Safety Act[s]); • to be interviewed and engaged in accordance with equal opportunity and anti-discrimination legislation; • to be adequately covered by insurance; • to be given accurate and truthful information about the organisation for which you are working; • to be reimbursed for out of pocket expenses; • to be given a copy of the organisations volunteer policy and any other policy that affects your work; • not to fill a position previously held by a paid worker; • not to do the work of paid staff during industrial disputes; • to have a job description and agreed working hours; • to have access to a grievance procedure; • to be provided with orientation to the organisation; • to have your confidential and personal information dealt with in accordance with the principles of the Privacy Act 1988; and • to be provided with sufficient training to do your job. • Are given the same respect and dignity as paid workers. From Volunteers - Engaging, Supporting and Managing Volunteers https://www1.health.nsw. gov.au/pds/ActivePDSDocuments/PD2011_033.pdf

Responsibilities Volunteers have a responsibility towards the WSLHD laid out in the Code of Conduct. (Appendix A). In general terms these responsibilities include • Support the ethos & values of WSLHD • Value the WSLHD patient-centred approach to care • Comply with the policies & procedures of WSLHD • Observe the principles of risk management and duty of care • If unable to perform or attend rostered duty, attempt to secure a replacement and advise the Convener and Volunteer Manager. If a replacement, cannot be secured, advise Convener and Volunteer Manager as soon as possible • Not attend duty if unwell • Be available to volunteer on a regular basis, except for pre-arranged and agreed holidays or commitments. • Unless specifically delegated, not represent WSLHD on policy, operational or financial matters, or make any public or political comment including on any social media platform. • Keep all information, including written, electronic and verbal, accessed via your volunteering role private. Also Volunteers must • Attend training courses as required • Wear the prescribed uniform if required

See Code of Conduct, Appendix A, for more information

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Western Sydney Local Health District (WSLHD) Volunteer Manual

6. Volunteer Position Descriptions

7. Requirements for volunteering

Volunteers at WSLHD Hospitals provide an array of services to assist staff, patients and visitors. For a list of roles at each Hospital contact your Volunteer Manager. All Volunteer roles have the same basic requirements indicated in the overarching Volunteer Position Description. In addition each role has its own requirements which are indicated in individual Volunteer Task Descriptions.

All WSLHD Volunteers must • Be at least 18 years of age • Hold the right to volunteer in Australia • Have completed the Contingent Workers Toolkit provided by your Volunteer Manager prior to commencement. This includes all checks and requirements for each Volunteer role.

8. Volunteer Benefits

9. Employee Assistance Program (EAP)

WSLHD Volunteers are valued members of the team and receive benefits for your service. All Volunteers are provided with free parking on rostered days, formal and informal recognition and access to an Employee Assistance program. Your Volunteer Manager will advise additional benefits and details particular to your hospital.

All Volunteers are entitled to access a free and confidential counselling service. The aim of having an effective EAP is to provide preventive and proactive interventions for the early detection, identification and/or resolution of both work and personal problems that may adversely affect performance and wellbeing. These issues may include, but are not limited to, personal and workplace relationships, health, trauma, substance abuse, gambling and other addictions, financial problems, depression and anxiety disorders, mental health issues, communication problems, legal issues and coping with change. The EAP is currently provided by AccessEAP, which is an external organisation contactable 24 hours, 7 days per week for urgent matters. Counselling in a variety of locations and via telephone can be arranged by calling 1800 81 87 28. For more information go to

https://www1.health.nsw.gov.au/pds/ ActivePDSDocuments/PD2016_045.pdf

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Western Sydney Local Health District (WSLHD) Volunteer Manual

10. Induction

Each Volunteer must be inducted before commencing duties. This consists of A. Completing and submitting relevant documentation B. B eing familiar with Volunteer program details including Code of Conduct, rights and responsibilities, policies and procedures etc outlined in this Volunteer Manual C. C ompleting Mandatory Training modules via My Health Learning or booklet

D. Training and orientation according to specific role E. T raining and orientation according to specific hospital F. Successfully completing probationary period if applicable.

11. Record keeping and privacy for volunteers

12. Staff number

Each volunteer is classified as a “Contingent Worker” and is issued with the following A. StaffLink number (8 digit number) To set up your account • Call the state-wide Service Desk on: 1300 285 533 and create a password • Once your account has been set up

NSW Health is committed to safeguarding the privacy of patient, employee and volunteer information and has implemented measures

to comply with these legal obligations. Staff are required to comply with the:

• Health Records and Information Privacy (HRIP) Act 2002 to protect the privacy of health information in NSW, (reference: NSWHealth Privacy Manual ), and • Privacy and Personal Information Protection

Volunteers can access the WSLHD intranet at http://wslhdintranet.wsahs.nsw.gov.au to access Volunteer’s own “My Employee Information”; incident report form & My Health Learning (MHL) for training modules.

(PPIP) Act 1998 which covers all other personal information, such as employee records, (reference: NSWHealth Privacy Management Plan ).

See 13. Stafflink for more information.

Staff may access patient/employee personal or health information only where this is required in the course of their employment. Volunteers should not share their private details or information with patients, visitors or other staff. See 21. Privacy and Confidentiality for patient privacy

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Western Sydney Local Health District (WSLHD) Volunteer Manual

13. Stafflink

Volunteers are set up with an account in the WSLHD StaffLink system. Volunteers can access this system via their own device to access WSLHD related matters including WSLHD email account, training and reporting an incident. Please note, Volunteers must report any incident to their manager. • To access your StaffLink account go to https://wnswlhd.health.nsw. gov.au/our-organisation/our-team/ staff-access • Go to Staff Intranet and click on “click here” • Enter username (8 digit StaffLink number) & Password (personal password created by you) • Choose option

1. For email • Click on Web Mail • Read Conditions of Access and click on “Accept” • Enter username (8 digit StaffLink number) & Password (personal password created by you) • Click on http://outlook.office365.com/owa/NSWHealth.onmicrosoft.com • Your email account will appear for you to read, write and send WSLHD emails • Your WSLHD email address is first name.lastname@health.nsw.gov.au Your Manager may choose to contact volunteers via this email address or via Volunteers’ personal email addresses. 2. For training • Click on My Health Learning • Enter username (8 digit StaffLink number) & Password (personal password created by you) • View training modules • Click on desired course to complete 3. To report a Work, Health & Safety (WHS) incident • Advise your Volunteer Manager immediately • Click on ims+ Login (incident management system plus)

• Click on Add a new incident • Fill out the form and submit

4. To access Employee Assistance Program • Click on Staff Wellbeing & EAP if you require assistance. See 8. Volunteer Benefits for more information

5. To check personal details • Click on StaffLink

• Click on 3 lines in top left hand corner • Click on NSWH Employee Self Service • Click on Personal Details

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Western Sydney Local Health District (WSLHD) Volunteer Manual

14. Hospital Access Pass

15. Uniform and Name Badge

If a uniform and\or name badge are provided as part of your role, you must wear them while rostered so you are easily recognisable to patients, staff and public. All clothing must be appropriate attire, clean and in good repair and shoes must be closed-in. Volunteers are to maintain a high degree of personal cleanliness and hygiene at all times. If provided with a uniform &\or name badge, Volunteers are required to keep their uniform in good repair and wear name badge at chest height. Uniform and badge must be worn at all times while on official WSLHD duties. This can include directly to & from the hospital, but at no other times. Volunteers should be aware that at such times they are representatives of WSLHD and should act accordingly. The Volunteer Manager will issue a uniform for designated Volunteers after Volunteers have completed their training or probationary period. Uniforms will be replaced if needed after normal use, but in the event that a uniform is lost or damaged, a new uniform is to be purchased at the Volunteer’s expense. When a Volunteer ceases association with WSLHD, the uniform and name badge are to be returned to the Volunteer Manager.

Each Volunteer is issued with an identification pass, including photo ID, linked to their StaffLink number. This pass is to be worn at all times while on duty. It is to be used to access authorised locations only and while on duty only. Please be aware the locations accessed can be traced for each individual pass. Keep this pass safe and do not allow others to use it. The pass remains the property of WSLHD and must be returned if a Volunteer ceases Volunteering.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

16. Training & Development

1. Online • Go to http://hetionline.cit.health.nsw.gov.au then follow the prompts to enter Staff Link number and Password. • After completion, each module is automatically registered as “completed” or 2. Via a workbook • Provided by Volunteer Manager • Read and answer module questions • Manager assesses answers • Manager and Volunteer complete Record of Completion form • Manager sends form to WSLHD EduTech for processing Mandatory & additional training requirements will be reviewed annually and updated for volunteers in line with training requirements, change in policy, license requirements, technology etc.

WSLHD uses My Health Learning (MHL) for staff and volunteers. MHL is a web-based Learning Management System (LMS) available through the WSLHD intranet that delivers and tracks learning for NSW Health workers and volunteers. All Volunteers should complete mandatory training within 1 month of commencing duties and then if required, annually or 5 yearly. Volunteers can complete the training modules either online or via a workbook

MANDATORY TRAINING TOPICS LIST AND FREQUENCY All volunteers need to complete these according to the timeframes in the table below either by completing the modules in this workbook or online in ‘My Health Learning (MHL)’.

Timeframe for completion Frequency Available in MHL

Training topic to be completed

1. Code of Conduct

< 2 weeks < 1 month < 1 month < 1 month < 1 month < 1 month

Once-off Once-off Once-off Once-off Once-off

Yes Yes Yes Yes Yes

2. CYBER SAFE – Information Privacy – Classifying Data 3. CYBER SAFE – Information Privacy - Protecting Data

4. CYBER SAFE – mobile Security

5. CYBER SAFE - Social Engineering Awareness 6. Fire safety: must complete both components. 1. Fire Theory Online 2. Fire Equipment Practical Training

Annually Yes (theory)

Practical – F2F. Dates are available via MHL. Content not covered in this workbook.

7. Hand Hygiene

< 1 month < 1 month

5 Yearly 5 Yearly

Yes Yes

8. Infection Prevention and Control Principles for non- clinical staff 9. Personal Protective Equipment for Combined Transmission – Based Precautions

< 1 week

Once-off

Yes

10. Privacy - It’s Yours to Keep 11. Security Awareness - All Staff

< 3 months < 1 month < 3 months

Once-off Once-off Once-off Once-off

Yes Yes Yes Yes

12. Waste Management

13. Work Health and Safety and Hazardous Manual Tasks < 1 month

F2F = Face-to-Face Classroom Training. < = Must be completed within weeks\months of commencement.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

17. Probation

18. Shifts & Rosters

All Volunteers regardless of role, are subject to a probationary period. Suitability to continue as a volunteer will be assessed by the Volunteer Manager at the conclusion of the probationary period.

Volunteer shifts are minimum 3 or 4 hours and can be a full day depending on the role. Your Volunteer Manager will advise details according to your role. Volunteers are expected to attend regularly at least one day per week or fortnight with a maximum of 2 full days per week. Volunteering on weekends and public holidays may be required and depends on the role and hospital. Roster availability is up to each Volunteer to determine. Volunteers are entitled to take time away from duties for holidays, health issues, for personal reasons and so on. Advise your Volunteer Manager, and Supervisor if applicable, with plenty of notice before your roster for that time period is created.

19. Reporting Hours

20. Communication

All Volunteers, regardless of role, are required to sign in at the beginning of each shift and sign out at the end of each shift, training session and event. This is essential for the collection of volunteer statistics including hours given, as well as Work Health & Safety and legal reasons. The location of sign-in register and method of sign in will be indicated by your Volunteer Manager.

It is important to know your Volunteer Manager is available to assist you and is your first point of contact for issues, concerns and suggestions. Communication with Volunteers is via a variety of means and can include newsletters, emails, by phone and in person at information sessions, training & social occasions. Your Volunteer Manager will provide their contact details. Volunteer Manager for each hospital will advise whether communication via email is essential for Volunteers.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

21. Privacy and Confidentiality

22. Consultation

Volunteers have a responsibility to keep private any staff, volunteer or patient information to which they have access. See 4.5 of Code of Conduct & 11. Record Keeping & Privacy for information on Volunteer privacy

Volunteers are an important part of the consultation process and will be invited to provide feedback as the need arises. The Volunteer Manager is always available to receive feedback from Volunteers.

23. Ceasing Volunteer Duties

If a volunteer wishes to cease volunteering duties, inform your Volunteer Manager verbally or in writing as soon as possible so your StaffLink record can be amended. Your hospital pass, name badge and uniform must be returned at this time.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

24. Policies & Procedures

A. Work Health & Safety (WHS) It is everyone’s responsibility to follow WHS guidelines and keep the workplace safe. Volunteers must complete the required WHS courses within the Mandatory Training Modules indicated in section 16. Training & Development

In addition Volunteers must be aware of the following

Manual Handling Volunteers must not lift or carry anything they are not comfortable in doing so. See your Volunteer Manager for Manual Handling Safe Work Practice Food Handling Volunteers must follow appropriate hygiene directions to ensure all foods are stored, prepared, and handled in compliance with applicable food safety standards and the WSLHD Food Safety program. Reporting an Incident To report an incident, advise your Volunteer Manager immediately. Your Volunteer Manager will assist in entering the incident report in ims+ • Go to https://wnswlhd.health.nsw.gov.au/our-organisation/our- team/staff-access • Go to Staff Intranet and click on “click here” • Enter username (8 digit StaffLink number) & Password (personal password created by you) – Click on ims+ Login ( incident management system plus ) – Enter username & password if prompted

– Click on “Add a new incident” – Fill out the form and submit • The incident will be reviewed and necessary steps put in place to prevent or minimise risk

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Western Sydney Local Health District (WSLHD) Volunteer Manual

24. Policies & Procedures

WSLHD WHS Issue Resolution Flowchart

• All parties in the issue resolution process must consider the degree and immediacy of the risk and take appropriate action /s to address the issue in a timely manner. • This may involve immediate and/or temporary control measures to address the issue until a permanent resolution is reached. • Throughout the resolution process keep all interested parties, including the notifier, informed of progress.

Worker Identifies Issue

Refer issue to WHS Coordinator for advice and assistance if required

Yes

No

Resolves Issue?

Immediate Manager or Supervisor informed Assesses the issue and implements control.

Worker informs manager of outcome and assists in any investigations into the issue.

3. Informal all parties consulted including original notifier of progress/outcome.

Yes

Issue Resolved?

No

H&S Representative or other representative consulted after the manager is given reasonable opportunity to resolve the issue Representative attempts to resolve the issue with management.

House & Safety Committee (if any) informed of issue for review.

Yes

2. Implement, monitor and review agreed limination or control/s.

Issue Resolved?

Feedback Process

No

Issue referred to appropriate senior manager with delegation and authority to resolve issue.

Yes

Issue Resolved?

No

Issue referred to WSLHD Executive Unit for resolution in consultation with the relevant parties.

1. Document actions taken and progress/outcome.

Issue Resolved

Created: Dec 2020 For Review: Dec 2022

If resolution is not reached, H&S Representative or other party may contact SafeWork NSW for advice.

Incident Reporting Flow Chart (Dec 2020) For more information go to NSW Health intranet.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

24. Policies & Procedures

WSLHD Work Health & Safety Policy For more information go to NSW Health intranet.

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Western Sydney Local Health District (WSLHD) Volunteer Manual

24. Policies & Procedures

On site Emergency and Evacuation procedures Volunteers must complete mandatory Fire & Evacuation training. In addition your Volunteer Manager will orient you around your hospital site regarding emergency exits etc. It is your responsibility to be familiar with the Emergency Procedures flip charts and Evacuation plans including evacuation routes, location of fire extinguishers, emergency phones etc located around the hospital. See sample below.

COLOUR TYPE OF EMERGENCY RELEVANT INFORMATION/ EXAMPLES

Covered in Fire Safety module and practical sessions Person has had a cardiac arrest or rapidly deteriorating condition There is a Bomb Threat Checklist in the flipchart E.g. Power or telephone failure, chemical spill within the facility E.g. Verbally or physically aggressive person, assault armed hold-up E.g. Natural disaster, major road accident, aircraft crash Need to evacuate area and meet at the evacuation assembly point

Fire or smoke

RED

EMERGENCY PROCEDURES Emergency Number 2222

Medical emergency

BLUE

Bomb threat

PURPLE

Internal emergency

YELLOW

EVACUATION EXTERNAL EMERGENCY PERSONAL THREAT INTERNAL EMERGENCY BOMB THREAT MEDICAL EMERGENCY FIRE EMERGENCY

Personal threat

BLACK

External emergency

BROWN

ORANGE Evacuation

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Western Sydney Local Health District (WSLHD) Volunteer Manual

24. Policies & Procedures

B. Respect and Courtesy Volunteers and staff have shared obligations for creating a respectful and courteous workplace and must treat everyone with respect and courtesy. Treating others with a lack of respect or courtesy, or bullying or any form of harassing behaviour are potential breaches of the Values and Code of Conduct and will not be tolerated. C. Drugs Alcohol & Smoking Patients, visitors, staff and volunteers are not permitted to smoke anywhere on WSLHD grounds, within buildings or vehicles. This ban exists to eliminate exposure to harmful second-hand tobacco smoke as well as particulate matter emitted by e-cigarettes. Those who choose to smoke are asked to move off the campus to do so. Drugs should not be brought on to hospital grounds unless they are properly prescribed by a medical practitioner. Please advise the Volunteer Manager if you are taking any prescribed medication which may affect or impair your ability to work safely. If you are under the influence of drugs or alcohol while rostered and pose a risk to the safety of yourself or others, you will be subject to disciplinary action. D. Competitions, Prizes and Gifts Volunteers who run, or are involved in the management of competitions, raffles etc are ineligible to enter and\ or win the competition. It is strictly prohibited to accept gifts of cash for yourself. If you are given a gift of cash advise the donor you cannot keep it for yourself. Take cash to cashier or Manager to be added to Volunteer fund account. Token gifts as a gesture of appreciation, but not to secure favour, such as a box of chocolates or bottle of wine can be accepted but must be documented in line with the Gifts & Benefits Policy. For more information go to NSW Health intranet.

E. Continuing Duties If a change occurs in a Volunteer’s ability to conduct their role, the Volunteer Manager may need to discuss options including changing roles or discontinuing duties. WSLHD reserves the right to determine that a volunteer is no longer suitable for their role but no change in status will be applied without extensive consultation. F. Grievance Policy Effective grievance management and resolution contributes to positive working relationships, and can prevent minor issues escalating into more serious matters. A workplace grievance means a problem, concern, issue or incident raised by a staff member who believes he / she is the subject of unreasonable treatment from the organisation or another person(s) in the workplace. Examples may include, but are not limited to, interpersonal conflict between colleagues, the way work is allocated or managed, the physical workplace environment, application of management policies or perceived unfairness in the workplace. Every effort should be made to resolve grievances informally. Alert the Volunteer Manager to any grievance that needs to be actioned. The issue will be dealt with either informally or formally, depending on the issue, following the Resolving Workplace Grievances Procedures. For more information go to NSW Health intranet.

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Western Sydney Local Health District (WSLHD) Volunteer Manual