To effectively manage and steward volunteers with respect, courtesy, appreciation, and support from all employees, the Metropolitan Library System (MLS) has the following procedures and guidelines. These procedures are intended for internal guidance to facilitate respectful and transparent communication among employees, volunteers, and customers.

The Development and Volunteer Services Department (DVS), and specifically the Volunteer Coordinator, will provide a central coordinating point to support and train MLS employees in effective volunteer management, including assisting employees in identifying productive volunteer roles, recruiting volunteers, and tracking and evaluating the quantitative and qualitative contributions of volunteers toward the mission of MLS. DVS will also assist in community-wide efforts to recognize and promote volunteering, as well as create and maintain relationships with groups utilizing volunteers and organizations providing volunteers.

Definition and types of Library Volunteers (may vary based on the needs of the library)

1.  Definition: A volunteer does not receive financial compensation for service contributions to MLS. Volunteers must officially apply, be accepted, and approved prior to serving.
2. Types of Volunteers Defined:
   
   1. Adult Library Volunteers are age 18 and over.
   2. Teen Library Volunteers 12 – 17.
   3. Court Appointed Community Service Volunteers are considered on a case-by-case basis when those hours are not related to crimes involving drugs, weapons, violence, sexual assault, theft, fraud, or exposure.
   4. Therapy Dog Volunteers require certification as a Therapy Dog Team.
   5. Virtual Volunteers participate via electronic means or take-home projects,
   6. Performer/Program Volunteers present a program or participate in/host a library sponsored event without receiving monetary compensation.
   7. Volunteer Families include an adult guardian with a child aged 11 and under.
   8. Group Volunteers include two or more project volunteers from the same organization.
   9. Interns are high school and college students who volunteer to gain unpaid work experience.
   10. Occasional/Episodic/Project Volunteers help with certain events or projects as needed.
   11. Corporate Volunteers are from partner organizations that offer paid time off or wellness opportunity as an incentive for employees to volunteer as individuals or as a team or group.  Partner organizations will have a Memorandum of Understanding with MLS.
   12. Volunteer Advocates promote and support the library and programs at community events and organizations.
   13. MLS employees may volunteer for MLS if participation is without coercion, and on their own time outside of normal working hours. Volunteer tasks must not be included in an employee’s current job description or work duties.
   14. MLS retired or former employees may return as a volunteer and are welcomed and encouraged to do so. They are “new” volunteers and must follow the volunteer procedures including completing a volunteer profile and a successful interview. A retired or former employee who served in a supervisory capacity will not be placed at their last location of work for a period of at least one calendar year from retirement or resignation. A former employee may volunteer at another location after completing all the requirements to do so.
   15. Family members of MLS employees can volunteer with the library. When a family member is enrolled as a volunteer, they will not be placed under direct supervision or within the same work area as the employee whenever possible.
   16. Those volunteering on behalf of other organizations on library property or on behalf of the library must have a current Memorandum of Understanding (MOU) signed by both parties. The volunteers must abide by the MOU and the MLS Volunteer Policies and Procedures while on library property or representing the library.

Volunteer Management

Every effort will be made by MLS employee volunteer supervisors to provide each volunteer with proper training and a clear understanding of the duties, expectations, required skills, and scheduled time commitment.

Opportunities. Volunteers can expect opportunities to contribute alongside employees to fulfill the mission of MLS. In conjunction with DVS, MLS employees will:

1. Identify and create opportunities with Manager approval. Opportunity descriptions will include:
   
   1. A title.
   2. A description of duties and impact.

i.As part of their duties, volunteers can help with Access and Engagement Tasks:

1. Sort the carts​.
2. Edge, straighten, dust and shift materials on the shelves​.
3. Empty the book drop​.
4. Check books for damage​.
5. Handle donations​.
6. Rough sort magazines.​
7. Assist with unloading deliveries.
8. Do sweeps​ of materials.
9. Pick up/clean children’s toys​.
10. Assist staff with withdrawing material by stamping and placing a line through the barcode.
11. Presenting programs.​
12. Assisting with program preparations.​
13. Assisting during programs​.
14. Assisting with displays​.
15. Shelve independently or team shelve.
16. Perform various other duties as appropriately defined and assigned.

ii.Volunteers cannot:

1. Take the place of a paid employee​.
2. Have access to confidential information including CARL.X or CARL.Connect to ensure customer privacy​.
3. Use search lists that include customer information​.
4. Be alone with customers or program participants.​
3. Type of volunteer is included when necessary.
4. Schedule including how many hours per day/week help is needed and what the designated time frame is.

2. Identify appropriate recruiting methods and feasible timeline for recruitment.
3. Publish the opportunity and notify qualified applicants without regard to race, color, religion, gender, age, national origin, veteran status, or physical or mental disability.
4. Ensure placement to best match assignments with skills, abilities, and interests. Employees will screen volunteers by:
   
   1. Using an online volunteer application created by the potential volunteer. Potential volunteers will also:

i.Complete a waiver/Volunteer Agreement.

ii.Parent/Legal Guardian will complete a Parental Waiver (if applicable).

2. Complete an interview process. Employees will:

i.Search Metro’s Patron Incident Tracking System (PITS) for any incident involving potential volunteer before interviewing.

ii.Interview with the intent to match volunteers with available library tasks.

iii.If a volunteer is not eligible due to a violation of MLS Code of Conduct or MLS Policy, identify and record valid reasons for rejection.

iv.Notify all applicants whether selected or not selected.

3. Conduct a Background Check prior to volunteering and repeated as needed based on role. As with MLS Employees and paid presenters, volunteer background checks will include:

i.Multi-county criminal search for Oklahoma.

ii.Broadscreen verify which searches multi-state criminal, national sex offender, OFAC and government watch lists.

iii.Social Security or ITIN number validation.

4. Volunteers are accepted for their ability to perform a task on behalf of the library. Volunteering is at the sole discretion of the library; however, every effort will be made to match volunteer skills, abilities, and interests with available tasks.
5. A conflict of interest with library activities, whether personal, philosophical, or financial will be disclosed and reviewed before acceptance or service as a volunteer.

Maintenance of Records:

1. Volunteer profiles will be maintained by employees using the volunteer database. Volunteer information will be confidential. Volunteer profiles will include:
   
   1. Contact information.
   2. Emergency contact information.
   3. Approval status including background check and parental waiver, as needed.
   4. Placement with opportunity or opportunities.
   5. Documenting dates and hours volunteered.
   6. Other notes as appropriate, including any coaching or disciplinary actions taken.
2. Acceptance and Placement of volunteers begins after each step below has been completed:
   
   1. Completion of the online volunteer profile.
   2. Referral to an appropriate opportunity.
   3. Interview by MLS Employees.
   4. Receipt of approval for background check (18+) or Parental Waiver (17 and under).
   5. Background check results.
   6. Placed with an open opportunity.
   7. Notified of the placement.
   8. Any necessary training and completion of any signed agreements.
3. Volunteer oversight will be provided by MLS Employees to ensure support, coaching, and feedback.
   
   1. Engagement Manager(s) are responsible for the success of volunteers at their location.
   2. The owner of the volunteer opportunity or the employees designated by the Engagement Manager will oversee both the on-site orientation and on the job training of the volunteer placed with the opportunity. This oversight encompasses day-to-day management and guidance of the volunteer’s efforts.
   3. Employees will ensure volunteers are aware of all emergency procedures, including evacuation protocol and employees meeting place for their location.
   4. Employees should be available for coaching and assistance to the volunteer as needed.
   5. Employees will receive training in volunteer supervision and management.
   6. Employees should communicate any issues or concerns with their direct supervisor and if warranted, Development and Volunteer Services, specifically the Volunteer Coordinator.
   7. Any incidents involving volunteers should be documented in PITS reports, and Development and Volunteer Services should be notified.
   8. Employees will include volunteers in any appropriate communications relevant to their volunteer assignments, both informally and formally
   9. Employees may include their work with volunteers as Professional Development.
4. Scheduling - Volunteers are scheduled according to the need of the library.
   
   1. Suggested shifts for all volunteers are 2 – 4 hours per day.
   2. Suggested shifts would be 2 – 3 times per week.
   3. There is flexibility in scheduling if volunteering virtually.
   4. In accordance with the laws of Oklahoma, https://www.minimum-wage.org/oklahoma/child-labor-laws, minors may be scheduled to volunteer as follows:

i.For Minors aged 15 and under:

1. 8 hours of volunteering per day, 40 per week, 6 days out of the week are permitted when school is not in session.
2. During a school week, 3 hours of volunteering are permitted per day and up to 18 hours per week.
3. There is an 8-hour maximum on non-school days.  Volunteers should receive a one-hour break during a scheduled 8-hour volunteer shift.

ii.For Minors Ages 16 and 17:

1. Oklahoma has no restrictions on maximum volunteering hours for minors aged 16 and 17.

iii.Nightwork Restrictions for Minors

1. For Minors Under 16:
   
   1. Volunteering is prohibited during these hours: 7 p.m. (9 p.m. June 1 through Labor Day) to 7 a.m.
2. Oklahoma has no restrictions on night volunteering for minors aged 16 and 17.

5. Volunteers must not be scheduled without an employee present in the building,
6. Volunteers must not be alone with a customer or in a program without an employee present.
7. Volunteer time is logged through the Volunteer Management Software by the volunteer or supervising employee.
8. Volunteers are expected to perform their assigned tasks in a timely manner, and according to the schedule agreed upon. If expecting to be absent, the employee supervisor should be notified as soon as possible. Continued absenteeism may result in reassignment or ending the service of the volunteer.

Volunteer Training - Volunteers are expected to be aware of and uphold the following Policies and Procedures of the Metropolitan Library System:

1.  SH 510 Discrimination and Harassment
   
   1. The Discrimination and Harassment policy ensures that the Metropolitan Library System (“Library”) creates and maintains a work environment of mutual respect and dignity for all individuals, where unlawful discrimination and/or harassment is strictly prohibited and will not be tolerated.
   2. The policy can be viewed by employees here.
   3. Volunteers will be provided an online copy of this policy as part of onboarding and asked to read and acknowledge with a signature stating they understand and will uphold the MLS Discrimination and Harassment Policy.
2. To ensure the prompt and respectful resolution of any conflict or issues that arise, follow the coaching and disciplining Volunteer Conflict Resolution Agreement Procedures as defined below, along with SH511.1 Conflict/Complaint Resolution Procedures for employees here:
   
   1. Volunteer Coaching Improvement Procedures - We welcome volunteers, and especially those who are new to the workplace. Our goal is to educate and work with volunteers to promote their growth and learning.  Violations of the Volunteer Agreement or Library Code of Conduct will be addressed, and egregious violations or repeated offenses will warrant more serious action. The use of these coaching improvement practices in no way alters the fact that volunteering with the Metropolitan Library System is at will. The following actions will be taken as needed, in any order as determined by library employees:
      
      1. For volunteers 17 and under - Teen Library Volunteer Expectation and Agreement: signed by teen, parent, and employees at time of volunteer placement outlining expectations and responsibilities.
      2. Informal coaching: brief conversation “in the moment” that educates a volunteer on the specific expectations and responsibilities not being met (For volunteers 17 and under - according to the Teen Library Volunteer Expectation and Agreement) and provides opportunity for conversation, feedback, and growth.
      3. Formal verbal warning: meeting in private with the volunteer and two or more employees that educate on a specific problem and provide an opportunity for conversation, feedback, and growth. The volunteer will clearly state the issue at hand, and the needed steps to achieve growth in the problem area.
      4. Written warning: meeting in private with the volunteer and two or more employees.  The volunteer will verbally restate the issue and corrective measures and then sign a written statement of understanding regarding the issue, the expected change, and the volunteer’s agreement and understanding.
      5. For volunteers 17 and under - Parent contact: meeting with the volunteer and two or more employees. The infraction will be clearly explained with opportunity for conversation, feedback, and growth. Arrangements will be made for parental contact. The parent and volunteer will be asked to sign a statement of understanding regarding the issue, the expected change, and the steps that will be taken if the behavior is not resolved.
      6. Suspension: The volunteer will be asked to leave for the rest of their current shift (if applicable) and not volunteer their next scheduled shift.
      7. Dismissal: If all efforts to resolve the behavior have failed, the volunteer will be dismissed from the program and removed from eligibility to volunteer with MLS. Volunteers who have been dismissed will also be let go from all volunteer opportunities for the following year. For volunteers 17 and under - Volunteers may reapply one year from date of dismissal and will be expected upon their interview to be prepared to discuss how their behavior has changed and why they believe they are able to handle the responsibilities of volunteering.
   2. Volunteer Conflict Resolution Procedure - When people work and volunteer together, conflicts may arise. It is important problems are resolved as quickly as possible. Occasionally, however, it may be necessary to investigate certain issues in greater detail. The conflict resolution procedure provides opportunity for review of any problem, dispute, or misunderstanding that arises during volunteering.

i)A volunteer submits an issue in writing by mail or email to the Library Volunteer Supervisor, Engagement Manager, or Library Manager within three (3) working days after the issue occurs and the written documentation is received.  An attempt to resolve the issue will be made at this initial meeting. If unable to reach a mutually agreed upon solution, the Volunteer Supervisor and Library Engagement Manager and/or Library Manager will investigate the situation further, and within three (3) working days, meet with the volunteer to give a final answer in writing. If the solution is not satisfactory, then a Step 2 meeting may be requested.

ii)Step 2 consists of submitting, in writing, the problem to the Volunteer Coordinator in the Development and Volunteer Services Office (DVS) within three (3) working days of receiving the Step One response. The Volunteer Coordinator will schedule a meeting with those involved as soon as practicable. At this meeting, an attempt to resolve the problem will be made. If unable to do so, a written resolution will be provided by the Volunteer Coordinator within three (3) working days. This will be the final determination.

iii)Dismissal

i.Dismissal of a volunteer is a serious consideration. Before a volunteer is dismissed Conflict Resolution Procedures will be followed. Dismissal of a volunteer will take place if a volunteer fails to adhere to the MLS Rules of Conduct and policies and procedures of the Metropolitan Library System.
 
 

3. SH 512 Firearms/Weapons & Workplace Violence Policy

a)Incidents of workplace violence, threats of workplace violence, or observations of workplace violence are not to be ignored by any employee or volunteer of the Library System. Employees can view the policy here. Volunteers will receive access to view the policy electronically as part of onboarding.

b)Library volunteers should refer any situations of concern to an MLS employee immediately.

4)Additional Volunteer Expectations:

a)Public Relations: Volunteers should refrain from any action or statement that might affect or obligate MLS and should refer these situations to an appropriate employee.  This could include, but is not limited to, public statements to the press, coalition or lobbying efforts, or any agreements involving contractual or financial obligations.

b)Reimbursement: Volunteers will not purchase supplies or other items with or without the expectation of reimbursement.

c)Volunteers will be made aware of these additional expectations as part of onboarding.

Facility Access for Volunteers:

Volunteer Access and Identification:

1. Volunteers will follow the Visitor Check-In Guidelines as they check in to volunteer:

a)Upon arrival, volunteers check in with the appropriate Library employee.

b)Volunteers receive a volunteer badge at check-in or at Security.

c)To log hours, employee supervisor will visit https://volunteer.metrolibrary.org/, select location, and allow the volunteer to input the assigned information to begin tracking volunteer time.

2. If a volunteer is arriving at an employee entrance, be there to meet them or plan for them to be met by another employee or by security if applicable.
3. If you are entering the library through an employee entrance and a volunteer requests access, ask for their first and last name and who they are meeting. Do not allow entrance unless you have determined the volunteer visit is legitimate and you can escort them or have someone come and meet them.
4. If you are entering a library before the building opens to the public or the Service Center at any time, be aware of who is coming through the doors with you. If you do not recognize them to be a library system employee or volunteer, ask if you can help them.

Privacy of Employees, Customers and Volunteers:

1. Information gained about a volunteer is confidential and should not be discussed or disclosed to anyone.
2. Information a volunteer gains about customers, employees or other volunteers is confidential. This includes any personal information and any information about what a customer asked for, looked at, requested, or checked out.
3. If child abuse or neglect is suspected, it should be reported to DHS according to Oklahoma State Statute 10.71.7103.

Qualifications for Special Types of Volunteers:

1. Children Reading to Dogs:
   
   1. All requirements for Adult Volunteers are met.
   2. Current certification with a Therapy Dog Organization, with up-to-date certificate copies available in the volunteer’s profile.
   3. Current copy of insurance verification documented in profile.
2. Community Service:
   
   1. Considered on a case-by-case basis when those hours are not related to crimes involving drugs, weapons, violence, sexual assault, theft, fraud, or exposure.
   2. Prior to acceptance, the court appointed liaison or probation officer will be contacted to verity appropriate placement.
   3. All time must be logged and verified by supervising employees.
3. Presenters
   
   1. Anyone presenting a program on behalf of the library who is not receiving payment will meet the requirements of an Adult Volunteer.
   2. A background check will be run prior to approval and participation.

Recognition of Volunteers and Employees:

1. Volunteers will receive periodic opportunities to share their experience and provide feedback.
2. All employees responsible for volunteer supervision are encouraged to budget for and recognize volunteer service throughout the year, including informal and formal recognition.
3. Development and Volunteer Services will also recognize volunteers throughout the year and will notify employees supervisors of volunteers when such recognition occurs.
4. Development and Volunteer Services may periodically recognize employees for effective oversight and supervision of volunteers.
5. When asked, employee supervisors of volunteers may provide information as an employment or other reference for current or former volunteers.