volunteer handbook

The IRONBRIDGE GORGE MUSEUM TRUST Limited www.ironbridge.org.uk

Volunteer HandbookA Practical Guide to Volunteering at Ironbridge

The Museum is extremely lucky to have a large and wonderful group of volunteers supporting it in many ways. Every year it welcomes hundreds of people who give their time to help the Museum to be a better place. We really couldn’t manage without them and I’m quite sure that the many visitors which the Museum welcomes through its doors would completely agree.

The Volunteer Staff are here for you, whether it is to help you identify a volunteering opportunity, help settle you into a new role or to help you meet other volunteers in a more social environment. If you have any problems or issues or if you just fancy a cup of tea and a chat, please call on us, our door is always open. The Volunteer Centre is open Monday to Friday and all are welcome to drop in to see us, in addition we spend time out across all the sites meeting up with staff and volunteers and checking all is well.

Welcome

Thank you for showing an interest in volunteering at the Ironbridge Gorge Museum Trust. This handbook will introduce you to the Museum, explain a little about each site which the Trust runs and show how volunteers fit into the organisation.

To ensure you stay up to date with the Museum and its activities we produce a quarterly newsletter, to which your contributions are very welcome. We also send out a range of emails and letters detailing events taking place with the Museum or local groups, new volunteering opportunities, staff social evenings and trips out to other attractions. We also hold monthly coffee mornings with guests speakers at the Volunteer Centre to which all volunteers are warmly invited to attend.

Can I take this opportunity to welcome you to the Ironbridge Gorge Museum Trust and I look forward to getting to know you better and hope that you find your role here at the Museum both enjoyable and rewarding.Thank you.

Lucy Andrews - Manion

Why should I volunteer?

If you’re reading this, you’ve probably already thought about volunteering, maybe even tried it elsewhere. There are many reasons why people do it. Volunteering can be an enriching, fulfilling experience. It offers you the chance to become involved in a specific project which may interest you or to join an organisation you really care about.

For some, volunteering can be about indulging a pastime or hobby, whilst others see it as a way of escaping from the stresses and strains of everyday life. It can be a perfect way of meeting new people and making new friends as well as giving you unique opportunities to learn new skills. Volunteering can also be an ideal way to boost your career, it shows that you have commitment, are willing to try new things and can work in lots of different situations. It gives you the chance to learn something new and acquire transferable skills, all which could lead on to career options you may never have considered before.

Being a volunteer, especially here at the Museum, allows you to make a real difference to the lives of other people.

Why should I volunteer for the Ironbridge Gorge Museum Trust

The Ironbridge Gorge Museum Trust Limited was established in 1967 to preserve and interpret the remains of the Industrial Revolution in the six square miles of the Ironbridge Gorge. It is an independent educational charity (Registered Number 503717–R), which encourages visitors to be involved in and support its conservation work through admission charges, trading and associated commercial activities.

The Trust manages 36 historic sites within the World Heritage Site of the Ironbridge Gorge, ten of which are museums. Other sites include a research library, a tourist information centre, two youth hostels, archaeological sites, historic woodlands, housing, two chapels, and two Quaker burial grounds.

For many museums across the UK, including Ironbridge, volunteers are a vital resource, they are essential in supporting us to deliver a varied and successful service to our visitors. Volunteers add flexibility and improvement beyond the Trust’s own resources by providing support and time to promote and aid the Museum.

The Ironbridge Gorge Museum Trust is committed to developing new and exciting ways of involving volunteers in our work, creating mutually beneficial opportunities for both volunteers and the organisation. Volunteering opportunities at the Trust come in many different guises, from long-term regular commitments to one-off individual or group projects. No matter what sort of volunteering you are looking for, the Ironbridge Gorge Museum will endeavour to provide it.

1A Practical Guide to Volunteering at The IRONBRIDGE GORGE MUSEUM TRUST Limited

Costumed Volunteers at Blists Hill add a great deal to the exhibits and the streets.

What opportunities are available? Volunteering at the Ironbridge Gorge Museum Trust can provide a diverse range of opportunities for those wishing to get involved. The Museum has a number of roles and activities which are available throughout the year as well as a wide choice of museum sites to volunteer at, flexibility in terms of time commitment, opportunities to get involved in one off events and even helping out other organisations as a representative of the Ironbridge Gorge Museum Trust.

You may be interested in exploring the role of a guide, taking visitors on historical tours of the museums and giving them the background story or being located in within one of the many Gallery Exhibitions the Museum hosts. Alternatively, you may prefer to do something a little more ‘behind the scenes’, perhaps helping to maintain the gardens or providing administrative support to the Head Offices at Coalbrookdale. Whatever your preference the Ironbridge Gorge Museum Trust provides a fantastic platform for volunteering.

Blists Hill Victorian Town

Blists Hill Victorian Town is a 52 acre site and a bustling recreation of a Victorian Town circa 1900. Costumed-staff and volunteers offer a warm welcome and a fascinating insight into life in Victorian times by interpreting the historical story of the site, its exhibits and buildings and the Victorian era as a whole. Blists Hill offers many opportunities for volunteers including administrative tasks, maintenance roles, guiding, demonstrating and curatorial support.

Enginuity Enginuity is an interactive Design & Technology Centre, designed to captivate and educate visitors. Here people discover how good ideas are turned into great products - a subject close to Ironbridge’s heart. Enginuity provides volunteering opportunities of an educational nature, such as workshop delivery, maintenance and generally encouraging the public to interact with the exhibits.

The Museum of Iron, Coalbrookdale

This is the site where you can explore the remains of the water-powered blast furnace which Abraham Darby I used to perfect the smelting of iron using coke instead of charcoal. It was this technological breakthrough that helped make iron the essential material of the Industrial Revolution. The museum also shows the versatility of cast iron and the great skill of the Coalbrookdale craftsmen in the fabulous display of domestic and decorative ironwork. Opportunities here include administrative tasks, assisting visitors to engage with the exhibits and the surrounding historic landscape, maintenance, research and giving welcome and introductory talks for exhibitions which take place in the adjacent Coalbrookdale Gallery.

The Darby Houses The Darby Houses consist of Rosehill House and Dale House, the former homes of the Darby family. The rooms are packed with original furniture, costumes and mementos from the everyday life of Coalbrookdale’s Quaker ironmasters. Here, roles include acting as guides; giving welcome talks (to groups and individual visitors) and maintenance. Volunteers at the Darby Houses are vital for telling the important story of the two houses and the family who lived in them.

2 A Practical Guide to Volunteering at The IRONBRIDGE GORGE MUSEUM TRUST Limited

Jackfield Tile Museum

The Jackfield Tile Museum is located on the south side of the Ironbridge Gorge and housed in the former works of Craven Dunnill and Company. Jackfield is one of the oldest known centres for the production of ceramics in Shropshire, a tradition that is thought to date back to the sixteenth century. The museum holds a vast and beautiful collection of tiles, many of which you will recognise from visits to London or maybe even your own home! The museum is very large and opportunities here include guiding, helping visitors engage with the exhibits, displays and exhibitions as well as giving welcome and introductory talks.

Coalport China Museum

Home to the famous Coalport China Factory until 1926, visitors to this site discover displays and demonstrations explaining the history and techniques of china making alongside the National Collections of Coalport and Caughley China. Volunteering opportunities here include guiding around the whole site, giving welcome and introductory talks or having a far more hands on approach by demonstrating china manufacture and decorating as well assisting with workshops and helping school groups or young visitors create fabulous artwork.

Museum of the Gorge Housed in a Gothic-style warehouse besides the River Severn, the Museum of the Gorge is many visitors first stop when they arrive in Ironbridge. Here they can see what the Gorge was like in 1796 with the help of a giant 12 metre long model and understand more about the area’s history as well as discover why the Gorge was awarded World Heritage Site Designation in 1986. Here opportunities are available for guiding, helping people in each exhibit area, or giving welcome talks and sometimes to help with evening theatre events and activities.

The Iron Bridge & Tollhouse Built by Abraham Darby III, the Iron Bridge is now recognised as one of the great symbols of the Industrial Revolution, the remarkable structure still dominates the small town that bears its name. The secrets of how and why it was built are revealed in an exhibition housed in the original Tollhouse on the south side of the Bridge. Volunteers here give welcome talks and guide people throughout the exhibition, or accompany people on to the bridge, giving historical information to the public. The Toll House is only open when volunteers are available, so this role is very valuable to visitors to the Bridge and the Gorge as a whole.

Broseley Pipeworks

Broseley was once home to one of the most prolific clay tobacco pipe making factories in Britain. Production came to an end in the 1950s when the works were abandoned and left untouched until reopened as a Museum in 1996. The Museum is a wonderfully preserved time capsule of an ancient local industry. This is the perfect venue for volunteers to guide in and give a more in depth understanding of how these beautiful pipes were produced.

Tar Tunnel

The Tar Tunnel is a brick-lined tunnel where the bitumen still oozes through the walls and collects in small pools where it was once used to produce pitch, lamp black and rheumatic remedies. Today visitors can explore this tunnel for themselves, walking right into the very heart of it. If you are interested in exploring volunteering opportunities at this site, please have a chat with the Volunteer Team who will be happy to assist.


RolesThe Ironbridge Gorge Museum Trust offers a great number of roles across its sites and it is always looking to expand these roles and develop new opportunities.

n Volunteer Demonstrator

n Volunteer Admin Assistant

n Volunteer Guide

n Volunteer Maintenance Assistant

n Volunteer Gardener

n Volunteer Welcome Host

n Volunteer Education Assistant

n Volunteer Steward

n Volunteer Marketing Assistants

n Volunteer Ceramicist

n Volunteer Costume Assistant

n Volunteer Curatorial Assistant

These have specific role descriptions which are available on request from the Volunteer Team. Most roles are available at all sites; however some roles are more site-specific. There are also a number of less public facing roles and we welcome volunteers who wish to help in our offices and behind the scenes areas doing administration roles, conducting research, working with collections and exhibitions and a great range of many other support duties.

Without volunteers, our many events throughout the year such as Ghostly Gas Light and Fireworks Night, the World Heritage Festival and Christmas events would not go ahead. Volunteers at these events help visitors find their way around, stay safe and ensure that everyone has a great time-and this refers to both the people attending the event and the volunteers! We always need help with these events and others throughout the year. It’s easy to get involved and doesn’t take a great time commitment but it does give us a huge amount of support when we really need it.

We also welcome applications from volunteers with skills outside of these areas. If you have a special interest or skill(s) that you could offer as a volunteer, please discuss this with the Team who will be happy to explore and develop further roles with you.

We can also accommodate people looking to undertake a ‘volunteer placement’. Typically, this route appeals to students looking to gain work experience and/or additional skills and the unemployed wishing to give their CV a boost.

A placement can involve volunteering for up to 30 hours a week over a period of 12 weeks, (though we will consider variations on this). These placements allow for a more ‘intensive’ experience as it allows volunteers a chance to gain a lot of understanding and insight in a short period of time. It can focus on one particular area, such as front of house, or be wider by involving a number of Museum departments.

By concentrating their time on a specific project or placement volunteers are able to measure the outcomes and their achievements and demonstrate that they are reliable, see things through to conclusion and are able to cope with the demands of working (almost) full-time should that be the intention. Many of our placements decide to continue volunteering at the Museum afterwards, though there is no obligation to do this.

Whatever your needs please speak to a member of the Volunteer Team who will be happy to discuss the opportunities available.


Becoming a Volunteer

ApplicationIf you’re reading this handbook, you’ve already contacted the Museum to request an Application Pack which contains an application form along with a request for two referees. (This can be reduced to one referee in certain circumstances, for example if you’ve just left school or you’ve been retired for a long time).

The application form should be completed and returned to the Volunteer Coordinator for further processing. Following from this the Museum will contact those on your reference list.

The form we send to your referees is very short; we just need to confirm your identity and suitability for the role. If you have any trouble thinking who to put down as referees or there is any problem contact the Volunteer Team who may be able to assist.

It can take a couple of weeks to get references back and we cannot offer the role until this has been completed. It can help the process if we can contact your referees by email or if you can encourage them to reply promptly.

If it’s taking a long time to get these back we may contact you to ask for alternative referees.

Interview Upon receiving your completed application form and references you will be asked to attend an informal interview with one of the Volunteer Team. Both the application form and the interview will help us to get to know you better and match you to a suitable role as well as discuss what further opportunities you may be interested in.

The interview also gives you a chance to ask any questions you may have and to ensure that you understand what volunteering for the Ironbridge Gorge Museum Trust involves. Try to relax and tell us as much as you can about yourself and what you want to gain from volunteering.

After InterviewOnce the interview has been completed and both parties are happy to continue with the application we will work with you to identify a suitable role for you and place you as soon as possible. Depending on the role, the site and the staff involved this may take up to two weeks or even more as at Blists Hill, we will need your measurements for costume, and then time for the wardrobe department to provide one.

At all sites you will need to come and meet key members of staff and attend an induction and any training that is required for the role. We will keep you informed of the process at all times but if you want to get in touch for further information, please feel free to do so.


Once you start

Induction and TrainingAll volunteers must go through a formal induction process before they can begin their roles with the Museum. This will involve an introduction to your supervisor, provision of the relevant Health and Safety information and any appropriate training required for the role.

Due to the nature of volunteering at Ironbridge, training can differ depending on what you will be doing.

Volunteers becoming Guides, Demonstrators or Room Stewards usually shadow another volunteer or staff member for a few sessions before being asked to take up the role. This can be one session or ten sessions, however many the trainer and the volunteer feel is right for them. We also provide written information and guidance for the role, the site and the exhibit and exhibitions where the role is based. In addition all volunteers are welcome to use the Museums library and research facilities if they want to know more.

For other roles like admin or working with the collections, your induction will be undertaken by the staff member you will be volunteering with. They will give you practical instruction on the tasks required, health and safety and emergency procedures, and specialist training such as handling collections or office protocol.

If you’re helping at events, your training will happen at the Stewards briefing where you will be taken through the task requirements, health and safety and emergency procedures and any specialist information you need to have.

Because we recognise each volunteer is different we want you to be comfortable with the level, time and process of training and so if you have any concerns or problems, please contact the Volunteer Team who will be more than happy to assist you with this.

On your first day, take some time to get to know the site and any member of staff or other volunteers who are nearby. We want you to become part of the team and by introducing yourself and saying hello, you’ll get to know everyone much quicker. Staff and volunteers around you will also know all the little bits of information you’ll need every time you come-like where the nearest toilets are, or where to get a cup of tea!

Once you are happy that the role is the right one for you and you wish to continue with it you will meet with your site supervisor to look at the rota and decide where you can best support the site and what days you would like to come in. Alternatively contact the Volunteer Team who can help arrange another familiarisation session.

Once placed in a role, your day to day management is taken over by the relevant site staff. All sites have a Duty Officer who will come and see you at some point in your day to make sure you’re ok, but if you need them at any point ask a member of staff to call them. However, the Volunteer Team are always available to assist you with any queries or issues as well and they work closely with the site staff so help is always at hand.


Squatter Cottage at Blists Hill Victorian Town

What to do if you are ill or unable to attendAs with employees we ask that you telephone or leave a message for your supervisor or site manager/duty officer, ideally within 30 minutes of your normal start time to inform them of your absence. If this is not possible, inform us as soon as you can.

Blists Hill Office 01952 601010

Coalport China Museum01952 580650

Enginuity01952 435905

Jackfield Tile Museum01952 882030

Museum of the Gorge01952 432405

Museum of Iron01952 433418

Volunteer Centre01952 601044

If you cannot contact the site, on weekdays you can contact or leave a message with the main switchboard which is 01952 435900 who can pass on a message for you.

When Volunteering The public face of the MuseumAlthough some of the roles for Volunteers are behind the scenes, most roles will include some public interaction of varying levels.

The Museums attract great numbers of visitors every week and we need to make sure that every one of them leaves the Museum having had a positive experience.

As an Independent Museum it relies on every penny which comes through its door in terms of ticket income and on site spends, so it is reliant on its visitors enjoying their visit, repeating it and telling others to come and be a part of the experience.

Staff and volunteers therefore play a huge part in delivering exemplary customer service to all. They are the ones who can make and improve the experience that our visitors have.

The Museum has a strong Customer Service Charter which all must understand and adhere to. All volunteers will deal with the public at some point, and whatever role you are in it is important to remember that you represent the Museum and you should always aim to give the best impression. A visitor will not distinguish between a member of paid staff and a volunteer, and this is exactly how we want it. Positive feedback received from visitors usually mentions the knowledge, helpfulness and friendliness of the people they meet on-site-this obviously includes both volunteers and staff.


Appearance and Costume For some of the Volunteer roles there are costume and dress guidelines, where this occurs the Museum will provide all the necessary items.

For roles where you might get dirty we will provide overalls and toe protective boots. Some sites require you to wear branded T - shirts or fleeces so you are identifiable as a member of the team to the public.

Volunteers at Blists Hill Victorian Town are required to wear Victorian costume, unless they are working ‘behind the scenes’ and occasionally costumes are required in other locations. Costumes appropriate to role or exhibit are provided by the Museum Wardrobe Department but there are some general rules in order to keep an authentic Victorian appearance:

n Hats should be worn at all times when out on the site streets. A gentleman would always remove his hat/cap indoors. Women would do so in their own homes/place of work. n Jewellery must be kept to a minimum e.g. wedding band, no earrings except for studs/sleepers, no facial piercings, no wrist watches. n Hair - long hair must be tied back with a simple ribbon/ fastener or pinned up. In the Victorian era there were no extreme hair colours - please talk to us if this is a problem!n Make-up should be kept to a minimum with no strong colours. No nail colours.n Shoes/boots - preferably plain and black. Safety boots should be worn in certain exhibits and these will be provided if needed.n Modern clothing, if worn under the costume, must not be visible.n Bags - please use a plain site bag which will be issued to you with your costume.

Any queries or issues regarding costume can be raised with a member of the Wardrobe staff or Duty Officer.


When you start volunteering it may take a while for you to build up your knowledge about your site/exhibit and visitors may ask questions that you cannot answer and there may not be anyone else to refer to at the time. Don’t worry about this – be honest and say that you don’t know and make a mental note to find out for next time. Don’t be tempted to make up an answer which may not be accurate or authentic.

Please be patient, courteous and friendly at all times, avoiding language which may offend (even if you think no one is listening). Remember that a smile goes a long way and if you’re having a bad day, just take some time out and try to relax - volunteering at the Museum should be fun!

Occasionally a visitor may come to you with a complaint or be unhappy with some aspect of their visit. The procedure for dealing with complaints is detailed in the Customer Service Charter, however, if you feel the complaint is something you are not able to deal with, ask a staff member or the Duty Officer to assist. If visitors wish to make a formal complaint it is possible to do so by completing a Customer Comment Card and posting it in the collection box on their way out. Alternatively they can write or email in to the Head Office – details for this are on the Museums website. Assure the visitor that all complaints are monitored and answered and thank them for bringing it to our attention.

What to expect

Supervision and SupportAs a volunteer, you will receive on-going support from the Volunteer Team, your site supervisor, paid staff and fellow volunteers. We’ll also send you a Newsletter every three months and you are invited to monthly coffee mornings at the Volunteer Centre - these are a great chance to meet other volunteers and discuss any issues or contribute ideas.

If as a volunteer you feel that you are not being adequately supported, there is an issue with your role or you have any problems you are encouraged to discuss this with your supervisor in the first instance or with the Volunteer Team where this is not possible. Private meeting facilities are available at all times, and volunteers can bring a friend if they feel they would like extra support.

Our doors are always open for you whatever you want to talk about, big or small, we are happy to discuss and help in any way we can. It’s always better to get things out in the open rather than stop coming; we’d hate to lose you over something which we can work through together. If you need anything special such as help with writing, preparing applications or forms for universities or the Job Centre, detailing what you have been doing as a volunteer we are happy to assist. We can also provide a reference if required.

Monitoring As with our staff, volunteers will be monitored in their role by their direct line manager. If they or the volunteer themselves feel they are misplaced in the role, the Volunteer Co-ordinator should be informed and all will look to see if there is a better position available.

ExpectationsAs a volunteer you can give as much or as little time as you feel is appropriate, whatever you can manage it will be of assistance to the Museum.

The only thing we ask is that you do consider this a ‘commitment’ and where possible you do attend on the days you have agreed with your supervisor. If you are unable to carry out your role at a previously agreed time or feel you can no longer make these commitments please inform your supervisor or Volunteer Team as soon as you are able.

Similarly, the Ironbridge Gorge Museum Trust considers the management of volunteers to have equal importance to that of managing paid staff and is carried out with the same level of professionalism. Although volunteers complement and support rather than replace the work of paid staff, you can expect to be treated fairly, professionally and above all as an equal to those members of paid staff working alongside you.

Expenses We value our volunteers and want to ensure that volunteering for The Ironbridge Gorge Museum Trust is a rewarding and enjoyable experience for all. To help with this, a voucher for refreshments at Museum catering outlets will be issued each time you volunteer over 4 hours.

Regular volunteers will also be provided with an ID card enabling them, plus 1 guest, to gain free entry into all the Museum sites. ‘One-off ’ volunteers or event stewards can request a guest pass for each event attended. The payment of travel expenses is not offered by the Museum for volunteers, however in the case of volunteers performing roles which involve the use of their car, (such as Mystery Customers) mileage will be paid at 35p per mile. (If you are driving between sites or on behalf of the Trust you must have business cover for your car on your own insurance policy.)


Your rights and responsibilities

While you are volunteering with us at Ironbridge there are certain things which you should expect from us as well as what we expect from you. The main thing which we want is that you have a positive experience by volunteering; to ensure this we make the following commitments to you.

u To be shown appreciation.

u To be free of discrimination.

u To have a safe working environment.

u To have clearly specified lines of supervision.

u To receive appropriate induction and training.

u To know what to do if things go wrong.

u To receive a level of support appropriate to the role.

u To be a part of the Ironbridge Gorge Museum Trust Limited.

u To know what is expected and to be given clear information and instruction.

u To have the right to say no, and to be able to withdraw from voluntary work when you wish.

Your responsibilities

u To complete an application form providing personal details and to notify the Museum of any changes.

u To give two referees.

u To give one passport-sized photograph.

u To be reliable and to give a reasonable and sustainable level of commitment.

u To be honest if there are problems.

u To comply with existing policies and procedures (available to view upon request).

u To take responsibility for your own Health and Safety (see below for notes on Health & Safety).

u If you are required to drive between sites or on behalf of the Trust you must have business cover for your car on your own insurance policy.

The Ironbridge Gorge Museum Trust’s responsibilities

u Enquiries and volunteering offers will be dealt with quickly and efficiently, and volunteer placements will match the volunteer’s skills and interests.

u Each volunteer will receive a Volunteer Application Pack.

u Full training will be provided for every task allocated.

u Volunteers will be treated in line with the Trust’s Equality and Diversity Policy.

u Each volunteer will be managed by a nominated member of staff within the department where they will be working.

u Volunteers will be insured whilst on site or taking part in IGMT business.


Complaints and IssuesSerious issues with volunteers are generally very rare. Due to the constant supervision and communication routes we try to deal with any problems before they become major issues. However, if an issue does arise we will endeavour to tackle it in a proactive, inclusive and timely manner.

We want everyone to enjoy being a volunteer and it’s important that all staff, volunteers and managers work well together and are supportive and respectful of each other.

If a grievance should arise, initially we would tackle it with all parties involved and hope to rectify it in an informal manner.

If you do feel there is a problem, please raise it with your site supervisor or the Volunteer Team.

Sometimes things happen and we may need to talk to you about a complaint or issue which has arisen. You will be given equal opportunity to discuss this and to ensure this happens we will follow the outlined procedure.

We will always:

u Give warning. Notify volunteers (in both verbal and written communication) when it is felt there has been an incident that needs to be investigated.

u Investigate the alleged offense(s). This includes documenting the volunteer’s account of what happened and any evidence to support the alleged incident. We appreciate there are always two sides to every story and we will ensure everyone concerned has an equal opportunity to put their side forward.

u Action. Consider developing an action plan to correct the problem, depending on the seriousness of the incident. Each item of the action plan will have specific dates for accomplishment. We’ll develop this plan with the volunteers input so that we can agree on what to do and the best course of action.

Potential problems and issues:

u Misuse of facilities, or taking advantage of the position.

u Time management or absentee issues.

u Offensive or inappropriate language or behaviour.

u Drugs or substance misuse.

u Breach of Health and Safety Regulations.

u Failure to show respect to other staff, volunteers or customers.

u Discrimination.

u Failure to do the role as trained.

Unresolvable problems and issuesIt is hoped that with early intervention any problems and issues can be resolved satisfactorily for all parties, however if this is not the case we will take the following actions.

Step one - A meeting will be called with all parties involved and the site supervisor. This will be a fair meeting where all sides will have a chance to communicate what the problem is. The meeting will be minuted to ensure that details are recorded and actions highlighted. If the volunteer wishes they can bring a friend for support.

In this meeting we will try to find a satisfactory resolution for all and start an action plan to bring about improvements. If however it is felt that the issue is of a serious nature we may withdraw the volunteer offer immediately.

A serious complaint could be:

l Assault

l Harassment

l Racism

l Gross Misconduct

l Illegal, violent or unsafe behaviour


Step two - If after the initial meeting and action plan, the problem is not resolved there will be a second formal meeting with all parties involved and the Operations Manager and Volunteer Co-ordinator in attendance.

If it is felt that a staff member is at fault, the issue will be raised with the Museum’s Human Resources Department.

If it is felt that the problem is with the volunteer a written warning will be issued. You will be given a clear outline of the problem and why the warning has been issued and what steps must now be taken if you wish to remain as a volunteer. A new action plan will be drawn up with targets and a clear time frame included, this will be regularly monitored to ensure you are taking all the steps required.

Step three - This is a very serious step to take and is the final step before the offer of volunteering will be withdrawn. This will happen if no improvement has been made, or, further incidents of the problem have occurred.

In the event of this an Exit Interview will be conducted by the Volunteer Coordinator.

AppealsYou have the right to appeal against any disciplinary decision to the Ironbridge Gorge Museum Trust. To do this, you should inform the Volunteer Co-ordinator at the Ironbridge Gorge Museum Trust in writing of your wish to appeal within five working days of the date of the decision which forms the subject of the appeal.

Any appeal hearing will be held as soon as possible when you would be given an opportunity to state your case. You may be accompanied by a friend or someone you trust. The decision of the appeal will be notified to you in writing and will be final.


Demonstrating at Coalport CHINA MUSEUM

Dale House, one of the Darby Houses

Policies referring to volunteeringVolunteer Policy - Introduction

This document lays out the Ironbridge Gorge Museum Trust Limited’s policy on involving volunteers in its work across all departments. The full document is available upon request. It defines how the Ironbridge Gorge Museum Trust Limited will recruit and manage their volunteers. (A volunteer is recognised as “people who spend unpaid time working on defined activities for the benefit of The Ironbridge Gorge Museum Trust Limited”).

The policy also recognises the value which volunteers add to the Ironbridge Gorge Museum Trust and the commitment they give to the Museum. The policy aims to support volunteers to achieve their full potential, and work towards building a rewarding and successful relationship between volunteers and the people who engage with them.

The Ironbridge Gorge Museum Trust sets out guidelines for the quality of opportunity, recruitment, training, support and development of volunteers within the service.

The Ironbridge Gorge Museum Trust Limited has an insurance policy to ensure volunteers are protected whilst volunteering with us.


Health and SafetyThe Museum’s Full Health & Safety Policy Document is available at all sites. A copy can be made available to individuals on request. Section 2.6 relating to volunteers is reproduced below:

Section 2.6 - Safety responsibilities of Volunteers working for IGMT

In order to maintain the Museums health and safety requirements all volunteers should be aware of their health and safety responsibilities under the law whilst working on site.

Section 7 - Health and Safety at Work Act requires that all who undertake ‘work’ for an ‘employer’ (this includes volunteers) must:

1. Take reasonable care of their own Health & Safety and that of others not only by their acts but also by their omissions (by what they do or fail to do).2. Co-operate with IGMT staff and others to comply with all Health & Safety legislation and the Health and Safety at Work Act. Fail-ure to comply with these laws is a criminal offence, which could result in a fine or even a prison sentence.

Section 8 - A volunteer must not misuse items provided in the interests of health and safety or welfare.

1. Under regulation 14 of the Management of Health and Safety at Work Regulations 1999 states that:1a. Every employee/volunteer who uses any machinery, equipment, dangerous substance, transport equipment, means of production or safety device can only do so in accordance with any training or instruction provide use.

1b. Every employee/volunteer shall inform his/her line manager or person responsible for health and safety of:1bi. Any situation which represents a serious and immediate danger.1bii. Any shortcomings in the arrangements for Health & Safety.

2.Volunteers shall familiarise themselves with and conform to the IGMT Health & Safety Policy at all times.

3. Volunteers shall conform to IGMT’s rules and regulations made in the interest of health, safety or welfare.

4. Volunteers must not misuse any equipment issued in the interest of health, safety or welfare, e.g. goggles, hearing protection, protective clothing, safe systems etc.

5. Volunteers must conform to, and comply with the obligations placed upon them by section 7 and 8 of the Health and Safety at Work Act (see Section 7 - items 1 and 2 above) and Regulation 14 of the Management Regulations (see 1 of Section 8 above).

6. Volunteers must ensure that accidents are reported promptly and fully to the relevant site/duty manager.

8.Volunteers must keep their working area clean and tidy.

9. Volunteers must comply with any site and instruction issued by any Principal Contractor at sites operating under the Construction, Design and Management Regulations 1994.

10. If volunteers are charged with supervising trainees they must ensure they are capable of undertaking any task they are asked to do, and instruct them in general Health & Safety matters applicable to the trade.

Further information is available from the Health and Safety Poster ’Health and Safety Law - What you should know’, or the equivalent HSE leaflet.


Failure to comply with safety legislation can lead to prosecution.

The Ironbridge Gorge Museum Trust Health & Safety Policy - Nov 25, 2010.

Alcohol and drugs PolicyThe Museum’s full Alcohol & Drugs Policy is available on request. The policy is intended as guidance for management, employees and volunteers as there is a clear link between misuse of alcohol and drugs and reduced safety and efficiency.

It does not confer any contractual rights on individuals. The Museum’s policy is that the working environment should be free from the influence of drugs or alcohol. This will help to ensure the health and safety of its employees, volunteers and others with whom they come into contact with. To maintain the efficient and effective operation of the business, and to ensure our customers receive the service and quality they require.

The following rules will be strictly enforced.No employee/volunteer shall:

l Report or try to report for work when unfit due to alcohol, drugs (whether illegal or not) or substance abuse (Museum Management reserve the right to determine whether an employee/volunteer is fit for work).

l Be in possession of illegal drugs in the workplace.

l Use illegal drugs or abuse any substance whilst at work.

l Consume any alcohol whilst at work /on lunch breaks, if they operate machinery, drive Museum vehicles, use power tools or may jeopardise the Health and Safety of themselves or others by doing so.

Consumption below the recognised minimum standard for safe driving shall be permitted for all other staff.

Contravention of these rules is a very serious matter and the Museum may take disciplinary action in the event of infringement.

Communications PolicyThe Trust has a Communications Policy which sets out rules relating to the use of the Museum’s computer, telephone and facsimile facilities, including Museum laptops and mobile telephones. Volunteers who use these must adhere to this policy at all times while using Museums equipment.

The Policy in its entirety is available on request, extracts are detailed below

Computer Use

l The Museum imposes strict limits on Internet and e-mail use in relation to both business and personal use. l Users should be aware that viruses can be introduced via e-mail attachments, CD ROMs, memory sticks and the Internet. It is the user’s responsibility to take care when opening e-mail attachments especially when they are not expected or they are from unknown sources. l Users should not install any software that has not been approved or purchased by the Museum. l Users should not download any material, including games and screen savers from the Internet, CD ROMs or memory sticks without clearance from/the approval of your line manager. l Users should not tell anyone else their password. You should not use another person’s password or workstation without authorisation. You must log out of your terminal when it is not in use.

l When sending e-mails, internally or externally, users should exercise the same care as if you were sending a letter on Museum paper.

l Users must not send, forward, distribute or retain e-mail messages that contain language that is abusive, aggressive or offensive. You must not make any improper or discriminatory reference to a person’s race, colour, religion, sex, age, national origin, disabilities or physique when writing e-mails and must not forward or distribute any material which does so.

l Most information and software that is accessible on the Internet is subject to copyright or other intellectual property protection. Nothing should be copied or downloaded from the Internet for use within the Museum unless the material owner has given express permission.

Inappropriate websites

Users must not access inappropriate or offensive websites or distribute or obtain similar material through the Internet or e-mail when using Museum equipment, even if they are doing so in their own time.

Personal use of the telephone

This policy applies to land lines and to Museum mobile telephones.

Users are permitted to make occasional/reasonable private telephone calls during lunch breaks. The following types of personal calls are never permitted: calls to premium lines, calls to chat lines, overseas calls.


Equal opportunity & diversity Policy statement

This document sets out Ironbridge Gorge Museum Trust’s policy on equality and diversity. The policy in its entirety is available upon request.

Equal treatment – promoting inclusivity and valuing diversity is an important part of the Museum’s code of practice. The Museum is committed to the principal of equality of opportunity for all staff, providing an environment where respect is shown to all and where individuals are valued and supported in achieving their potential.

The Museum is opposed to any form of unlawful and/or unfair discrimination on the grounds of gender, race, nationality, ethnic or national origin, marital status, sexual orientation, age, disability, religion or any other relevant factor in any aspect of employment and believes that an inclusive approach benefits all.

The Museum embraces the spirit of all equalities legislation, ensures that its policies and procedures meet the requirements and intent of such legislation and is committed to developing policies, procedures and practices which actively promote equality of opportunity and maximising abilities, skills and experience.

A Practical Guide to Volunteering at The IRONBRIDGE GORGE MUSEUM TRUST Limited16

Ironbridge Volunteers

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