Thank you for being part of our Helpline House Food Bank family! Volunteers are at the heart of everything we do, and these guidelines are here to make sure your time with us is safe, meaningful, and positive. By following these guidelines, you help us serve our neighbors with dignity, compassion, and respect.
General Conduct
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Welcome everyone—clients, staff, and fellow volunteers—with kindness, dignity, and respect.
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Live out Helpline House’s mission by supporting our values and protecting confidentiality at all times.
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Help us create a safe and inclusive space. Discrimination, harassment, or unkind behavior have no place here.
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Stay fully present during your shift. Please avoid using earbuds or personal devices so you can focus on people and tasks.
Attendance & Scheduling
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Students are required to sign in and out. Other volunteers do not need to, unless asked by staff.
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If you can’t make your scheduled shift, please update your status in Volgistics and let the Volunteer Manager know as soon as possible.
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We count on our volunteers to keep things running smoothly. If absences happen often without notice, it may affect your ability to remain on the schedule.
Public Relations
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While we deeply appreciate your support and enthusiasm, volunteers are not authorized to speak on behalf of Helpline House or share information that has not yet been publicly announced.
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If information has been shared publicly and is available on our website, we encourage you to share this information with those you know.
Health & Safety
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Follow all safety guidelines shared during orientation and training.
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Wear closed-toe shoes and clothing that’s safe and comfortable for food-handling and warehouse tasks.
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Lift carefully—ask for help with heavy or awkward items.
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Report any accidents, injuries, or unsafe conditions to staff right away.
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If you’re feeling sick, please stay home so we can keep our clients, staff, and fellow volunteers healthy.
Food Handling
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Always wash your hands before handling food, after breaks, and anytime you touch your face, nose, or mouth.
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Use gloves when required and follow all food safety guidelines provided by staff.
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Please enjoy meals or snacks outside of the food bank to keep our space clean and safe[LR1] .
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All volunteers are required to have a valid Food Handler’s Permit before participating in any food-related activities. This ensures we maintain safe food-handling practices and comply with state regulations. Please provide a copy of your permit to the Volunteer Manager before your first shift involving food.
Food Stewardship
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At Helpline House, our donations are here to support our clients and their households. Out of respect for those we serve, volunteers should not take any items for themselves, friends, or family. This helps ensure that every item on our shelves goes directly to the neighbors who need it most. That said, we do want to care for our volunteers, too! You’re welcome to enjoy items placed in the Volunteer Nook, which are set aside just for you. From time to time, the Food Bank Manager may also offer food items to share—when that happens, please feel free to take part.
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If you are shopping for a friend or family member, they need to be a registered client. Please shop only after your own volunteer shift is complete. This helps keep the food bank running smoothly and ensures that your focus during your shift is on serving all clients and supporting the team.
Workplace Rules
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Please do not use alcohol or drugs, or arrive under the influence, while volunteering.
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Smoking and vaping are only allowed in designated outdoor areas.
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For everyone’s safety, weapons or dangerous items are not permitted anywhere on the premises.
Boundaries with Clients
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Please do not provide clients with money, gifts, rides, or your personal contact information.
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Do not offer advice on medical, financial, legal or other person topics.
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Do not initiate or request physical contact with visitors. However, if a visitor initiates contact—such as offering a hug—and the volunteer is comfortable and consents, the contact is permitted.
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Any concerns about a client’s wellbeing should be referred to staff.
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We’re here to empower and support our clients with dignity and respect. To maintain professional boundaries, please do not ask clients to do personal work or tasks for you.
Training & Supervision
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Every volunteer begins with orientation and, when needed, role-specific training to set you up for success.
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During your shift, please follow staff guidance and don’t hesitate to ask questions—we’re here to help you feel confident and supported.
Volunteer Drivers
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To help us keep everyone safe on the road, volunteers who assist with grocery rescue or any other tasks that involve driving will need to provide a copy of their current driver’s license and proof of insurance.
Holidays
Helpline House is closed on the following holidays:
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New Year’s Day
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Martin Luther King Jr. Day
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Presidents Day
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Memorial Day
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Juneteenth
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Independence Day
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Indigenous Peoples Day
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Veterans Day
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Thanksgiving Day and the day after
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Christmas Day
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New Year’s Day
Grievances
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If something comes up—whether it’s a concern, question, or conflict—please bring it to the Volunteer Manager as soon as you can.
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We promise to handle all matters respectfully, fairly, and with confidentiality.
Termination
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Helpline House reserves the right to end a volunteer’s service if policies are not followed or if behavior disrupts the safe and respectful environment we work to maintain.
This handbook is here to guide you, but it’s your compassion and commitment that bring our mission to life. Thank you for being part of our volunteer family—we couldn’t do this work without you.