Volunteer Recruitment Pack Dr. Bell’s Family Centre Café Assistant 1. ABOUT DR. BELL’S FAMILY CENTRE Dr. Bell’s Family Centre is a welcoming place where families with young children living in Leith and North Edinburgh can get encouragement, support and advice in a relaxed environment. We focus on supporting the vulnerable and disadvantaged and bring together people of different cultures around a shared agenda the welfare of children. Our services include: • • • Café serving low cost, healthy food Crèche facility for children aged 0 to 5 Family Support The gateway to the family centre is the popular community café. The café provides a relaxed, nonstigmatising environment which makes walking through the door to find out about other services much easier. At the heart of our Centre is the crèche which provides high quality childcare at affordable rates or free to those in need. The crèche allows parents to attend groups and appointments; it supports vulnerable families through the provision of regular crèche spaces and offers a drop-in facility for all local families. Dr. Bell’s Family Centre opened in August 2006 and was set up as a partnership between local people, Edinburgh City Council and NHS Lothian in response to the recognised need for support for families with young children in Leith. We work in partnership with Home-Start Leith & North East Edinburgh and MultiCultural Family Base, offering cross-organisational referrals between our services which complement one another. Our largest funder is the City of Edinburgh Council, which grants 18% of our running costs. We receive donations from Trusts and Foundations and rely on the community to support us through fundraising and volunteer activities. 2. THE ROLE OF VOLUNTEERS Volunteers play a key role in the smooth running and supportive environment of Dr. Bell’s Family Centre. A lot of our service users spend time volunteering on reception, in the café or by fundraising, as a way of saying thank you for the support they have received. Our Board of Trustees are all volunteers with specialist skills needed for governing a small charity. Our café and reception volunteers not only provide a key font-line service for customers and clients, they are also the face of Dr. Bell’s and ensure that everyone is made to feel welcome and supported when they come into the Family Centre. Volunteers make up the majority of our personnel, they include the Board of Trustees, the fundraising team and those who volunteer in the Family Centre on reception or in the community café. We also have volunteers who maintain our website, do our social media and design posters and leaflets. Alongside our volunteers, we have a small staff team to ensure key service delivery and to support volunteers. In return for their time and skills, our volunteers all receive travel expenses, a light snack, support and references. Every year we hold a Christmas lunch for volunteers and celebrate Volunteers Week in June. Volunteers are included in our service development by gathering their ideas on how we can improve. Thanks to the generosity of so many people, Dr. Bell’s Family Centre continues to thrive in difficult financial times. We hope you will be interested in joining a team of fun, friendly, hardworking volunteers who come together to help support families living in Leith. 3. JOB DESCIPTION JOB IDENTIFICATION Job Title: Responsible to: Volunteer Café Assistant Café Worker JOB PURPOSE To provide a first class service to all Dr. Bell’s Family Centre café users, and support in all aspects of the work of the café to ensure it runs smoothly and efficiently. The post holder will often be the first point of contact, responsible for providing good quality, efficient customer care for people accessing the café, and helping to maintain a welcoming, friendly atmosphere within the café area. Duties include preparing and serving food, maintaining cleanliness and safety, handling cash and providing general support to the café staff team. DIMENSIONS The café is the gateway to the Family Centre and offers the opportunity for parents to relax before or after attending appointments or whilst their children are in the crèche. It offers service users safety, security and anonymity as to their reason for using Dr. Bell’s Family Centre. We focus on providing affordable, healthy food in a relaxed environment, and also offer take-away meals. On a busy day, the café will serve up to 50 people and there might be a quick turnover of sit-in customers. You will be based within the Family Centre, sometimes running errands locally (shopping etc). KEY TASKS The post holder will prepare and serve food from set recipes, and will ensure that the café area, equipment and contents are properly maintained in immaculate condition. You will have excellent customer care skills and deal appropriately with all incoming enquiries regarding the café and cook school, directing them where necessary to the appropriate person in an efficient and prompt manner. Some of our families are vulnerable, therefore you need to be able to assist service users with patience, empathy and compassion. Depending on your skills and experience, you may also provide some administrative support to the café staff as required, potentially including basic word processing and other clerical tasks. RESPONSIBILITIES Health & Safety - Maintain cleanliness and tidiness of café area and kitchen, making sure they are safe and accessible at all times. Team Support - Provide ad hoc administrative support and on-going practical support to the café team. Client Care - Receive service users and visitors in a professional and courteous manner, ensuring that a quality service is provided at all times. Confidentiality – Many service users speak to each other as a form of informal peer-support. You will maintain strict confidentiality of conversations overheard or told to you directly. Child Protection – You will report any child protection concerns to the Café Worker immediately. COMMUNICATIONS AND WORKING RELATIONSHIPS The Volunteer Café Assistant will be required to communicate verbally with a number of individuals and agencies. As well as café customers, these may include the Board Members, users of the Family Centre and their carers, other volunteers and staff. In communicating with clients, patience may be required where there are language difficulties. Communication may also be necessary with external agencies including suppliers, partners, and other visitors to the Family Centre. WORKING CONDITIONS AND ENVIRONMENT Health and safety, equalities and protection of vulnerable groups is a key consideration in the operation of Dr. Bell’s Family Centre. The work of the Volunteer Café Assistant must at all times be carried out in strict adherence to: The Family Centre’s policies and procedures; The provisions of the Health and Safety at Work Act 1974, and subsequent legislation relating to health and safety. Although many aspects of the post may be carried out within a standard catering environment, some of the day to day activity may be carried out within other areas of the Family Centre as well, such as the group-room or training kitchen. KNOWLEDGE, SKILLS AND ABILITIES Essential: Friendly, confident and welcoming approach to all customers and users of the Family Centre Reasonable numeracy skills Ability to work fast, think on your feet and take instruction when the café is busy A passion for food Ability to adapt communication style as appropriate Showing a sincere interest in others and treating all people with respect, courtesy and consideration Ability to use initiative, seeking guidance when required A positive, flexible attitude Adherence to Dr. Bell’s Family Centre Equal Opportunities Policy and Health & Safety Policy Desirable: Knowledge of basic food hygiene Ability to work unsupervised Previous experience in a catering environment, preferably including client-facing experience Experience of providing support to a team 4. APPLICATION PROCESS To apply for a volunteer position at Dr. Bell’s Family Centre, please phone 0131 553 0100 and ask to speak to the Centre Administrator, or e-mail email@example.com Interested volunteers need to complete an application form, commit to volunteering for at least 3 months and provide references. Suitable candidates will be invited to the Family Centre to find out more about what the role will involve and to arrange a date for training and induction. All volunteers will be given regular supervision and are asked to sign a Volunteer Agreement. Volunteers will begin on a trial basis until both parties wish to commit to ongoing volunteering at Dr. Bell’s Family Centre.