E-Volunteer Handbook, Part I

e-VOLUNTEER HANDBOOK
Part I
Policies and Procedures
Version IV, Updated January 2016

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Table of Contents
Table of Contents..........................................................................................................................................1
INTRODUCTION.............................................................................................................................................3
Violations ..................................................................................................................................................3
Definitions.................................................................................................................................................3
ABOUT ENGLISH ONLINE...............................................................................................................................5
History.......................................................................................................................................................5
Funders .....................................................................................................................................................5
Services Offered by English Online ...........................................................................................................5
Mission......................................................................................................................................................6
Benefits of Volunteering with English Online...........................................................................................6
Job Description..........................................................................................................................................7
VOLUNTEER e-TUTOR ...........................................................................................................................7
Responsibilities .....................................................................................................................................7
VOLUNTEER e-MENTOR........................................................................................................................8
SETTLEMENT e-VOLUNTEER..................................................................................................................8
Employment Equity...................................................................................................................................9
Recruitment and Selection........................................................................................................................9
Conditions of Volunteering.....................................................................................................................10
Volunteer-Client Match ..........................................................................................................................10
Orientation and Training.........................................................................................................................10
Monthly Professional Development Webinars.......................................................................................11
Supervision and Performance Evaluation...............................................................................................11

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Volunteer Journal....................................................................................................................................11
Recognition of Volunteers ......................................................................................................................12
Volunteer File..........................................................................................................................................12
CONFIDENTIALITY AGREEMENT AND NON-DISCLOSURE ...........................................................................13
COMPUTER USAGE GENERAL .....................................................................................................................13
HARASSMENT..............................................................................................................................................13
DISPUTE RESOLUTION.................................................................................................................................14
FRAUD/DISHONESTY...................................................................................................................................15
PROGRESSIVE DISCIPLINE AND IRRECONCILABLE DIFFERENCES ................................................................15
DEPARTURE.................................................................................................................................................16
ENGLISH ONLINE PROPERTY .......................................................................................................................16
APPENDIX A.................................................................................................................................................17

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INTRODUCTION
This e-Volunteer Handbook Part I is a summary of policies, procedures and practices related to
human resource management at English Online Inc. You should become familiar with its
contents and use the information as a guide.
The contents of this e-Volunteer Handbook, in their entirety, are confidential and are to be
safeguarded as proprietary information and not discussed or otherwise disseminated to
persons who are not volunteers or employees of English Online Inc.
This Handbook is intended to guide the volunteers and all other personnel in their duties and
responsibilities and to promote the successful interaction of volunteers and clients towards
realizing language learning objectives.
The e-Volunteer Coordinator is accountable for leading an effective volunteer team and is
thereby accountable for the development and implementation of the policies outlined in this
Handbook. With the anticipated growth of the organization modifications to our policies will be
necessary. Your comments and suggestions about how we can adapt or change policies to
promote the objectives of the organization and the well-being of all volunteers are always
welcome.
The e-Volunteer Coordinator, in consultation with the Lead of Teacher Services and the
Executive Director of English Online Inc., reserves the right to change or alter the provisions of
these Policies at any time, with or without consent. Policies may be added, changed or
disregarded when, in the opinion of the e-Volunteer Coordinator, Lead of Teacher Services or
Executive Director, circumstances require.
All amendments and revisions will be circulated to every volunteer and staff member. Each
recipient of an amendment/revision shall insert the change into their copy of the Volunteer
Handbook.
Violations
Failure to observe these company policies may result in disciplinary action, identified under the
Progressive Discipline and Irreconcilable Differences policy, by English Online Inc. depending
upon the type and severity of the violation, whether it causes any liability, and/or the presence
of any repeated violation(s).
Definitions
“Executive Director” for the purposes of this handbook will be identified as ED.
“English Online Inc.” for the purposes of this handbook will be identified as English Online.
“Lead of Teacher Services” for the purposes of this handbook will be identified as Lead
“e-Volunteer Coordinator” for the purposes of this handbook will be identified as Coordinator.
“e-Volunteer(s)” for the purposes of this handbook will be identified as Volunteer(s).
“English as an Additional Language” for the purposes of this handbook will be identified as EAL.

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“English as a Second Language” for the purposes of this handbook will be identified as ESL.

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ABOUT ENGLISH ONLINE
English Online is a not-for-profit corporation led by a volunteer board of directors. The
organization provides online settlement and English learning resources to adult newcomers to
Manitoba and EAL teachers.
English Online follows approved standards and best practices that have been established within
the EAL learning community. We aim to ensure a consistent, measurable approach to online
learning content, development, and delivery.
History
English Online grew out of a need identified by the EAL learning community several years ago.
As immigration to Manitoba increases, so does the need for access to EAL learning programs
across all Manitoba communities. Online education was identified as a scalable and effective
way to address learning challenges for rural Manitobans as well as for those who cannot take
advantage of existing programs due to access barriers.
The report, “Strategic Plan for Online/Distance Delivery of EAL in Manitoba” completed in
March 2006 and the follow on 2007 consultation document: Operating Framework for
Manitoba EAL Online provided the road map for the creation of English Online – Manitoba’s
EAL Learning Network.
Funders
English Online is supported by funding provided through the Citizenship, Refugees and
Immigration Canada. English Online also seeks partner relationships with different levels of
government, foundations and industry.
Services Offered by English Online
English Online Inc. provides self-directed and facilitated services to newcomers to Manitoba.
We offer a variety of Learning Options: self-study activities (including English Exercises,
Canadian Idioms, iEnglish), group study activities (including drop-in online workshops, 4-week
courses, coffee chats), one-on-one activities ( connect with e-Facilitators and e-Volunteers),
peer-to-peer (chat in discussion forums). Our Learning Options help clients identify and
improve their language skills and receive accurate and up-to-date information about the
settlement process in Manitoba. Clients have access to e-Facilitators who provide ongoing
support.
Professional Development
English Online offers different continuous professional development opportunities to EAL/ESL
practitioners across Canada. These include monthly newsletters and webinars, online and face-to-face
workshops on WEB 2.0 Tools and online resources for EAL/ESL teachers and learners.

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As an e-Volunteer you will receive English Online monthly newsletters and notices containing
information about English Online services including professional development events for e-
Volunteers and other free resources. e-Volunteers can unsubscribe at any time or contact the
Coordinator for more information.
Mission
English Online’s mission is to serve the English language learning needs of immigrants across
Manitoba by linking learners with new and existing EAL learning resources and helping adult
EAL institutions, service organizations and community groups develop effective online EAL
services for adults. To provide a comprehensive online environment that brings resources,
people and technology together to address newcomers’ unique needs for settlement and
integration into the workplace and community.
Benefits of Volunteering with English Online
 Welcome a newcomer to Manitoba
 Meet a diverse range of people
 Share your knowledge of Canadian culture
 Develop your communication skills and abilities
 Learn new skills (i.e. online interaction, Skype)
 Boost your career options
 Escape the everyday routine
 Volunteer from the comfort of your own home on your own schedule
At English Online, we believe that e-Volunteers are a valuable human resource and play an
important role in striving to fulfill the mission of our organization. As Volunteers of English
Online, you are helping immigrants to Manitoba improve their English skills, settle into
Canadian society and grow their social and professional networks.
Volunteer involvement mutually benefits both the volunteer and the organization. It increases
the capacity of the organization to accomplish its goals, and provides volunteers with
opportunities to develop and contribute.
English Online Inc. uses the Canadian Code of Volunteer Involvement as a guide to our volunteer
program. All volunteers are encouraged to read this document
http://volunteer.ca/content/canadian-code-volunteer-involvement-2012-edition

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Job Description
e-Volunteers are an integral part of English Online Inc. and play a key role in the success of
language acquisition and settlement process for our clients. They set and help achieve specific
language, settlement or employment goals of a newcomer, they facilitate social interaction and
integration, and give newcomers insight into the community they are joining. The ideal e-
Volunteer is a person who can commit 10 hours per client (e.g. 1 hr/wk x 10 wks or 2hr/wk x 5
wks).
The means of communication is up to the e-Volunteer and client. English Online Inc.
encourages using online tools (i.e. email, Skype) or a telephone to communicate. Face-to-face
contact is at the discretion of both, client and e-Volunteer.
VOLUNTEER e-TUTOR
As a Volunteer e-Tutor, you will interact weekly with our English as Additional Language (EAL)
learners to assist in the acquisition of English language skills: reading, writing, listening and
speaking. Further, the Volunteer e-Tutor will discuss with the learners their language learning
focus (i.e. speaking, listening, reading, and writing) and needs, and plan the topics/themes to
be used to facilitate learning. The volunteer e-Tutor will communicate with the English Online
Inc. regarding the learner’s progress and/or challenges.
Qualifications
 Teaching/tutoring experience and/or a TESL certificate
 Experience working with adult newcomers and immigrant community
 Demonstrated ability with regards to the computer skills and Internet is extremely
beneficial; experience sending and receiving e-mails and attachments is a basic
requirement
 Ability to be a team player, initiate and maintain relationships as you work with a variety
of people and groups
 A police record check is mandatory before a match can take place with a learner.
Responsibilities
 Introduce self to learner
 Schedule time commitments
 Arrange for means of communication (e-mail, phone, Skype)
 Discuss and set learning goals and/or themes of interest for the learner
 Plan language activities before interaction
 Provide feedback and guidance on language production
 Keep volunteer log of hours (volunteer journal), learners and specifics of interaction
 Report on learner’s progress/challenges
 Engage in orientation and training sessions offered/suggested by English Online

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 Commit 10 hours over 5 to 10 weeks.
VOLUNTEER e-MENTOR
Volunteer e-Mentors are active in a specific sector or sectors, or are recognized professionals,
who will focus their support, assistance and guidance in their areas of expertise. As a Volunteer
e-Mentor, you will interact weekly with English Online clients to help them learn more about
their professional/trade field in Manitoba and local job market, and foster professional
connections. Further, the Volunteer e-Mentor will discuss mentee’s needs and goals, and plan
the topics/themes to be used to facilitate mentoring. The Volunteer e-Mentor will
communicate with the English Online Inc. regarding the mentee’s progress and/or challenges.
Qualifications
 At least 2 year professional, business or trade experience in Manitoba
 Good communication skills
 Experience working with adult newcomers and immigrant community will be considered
an asset
beneficial
of people
 A police record check is mandatory before a match can take place with a mentee.
Responsibilities
 Introduce self to mentee
 Discuss mentee’s needs and themes of interest, set goals for the sessions
 Plan session activities before interaction
 Keep volunteer log of hours (volunteer journal), mentees and specifics of interaction
English Online issues certificates of the e-Mentor program completion to mentees (Appendix
A). If Volunteer e-Mentor has any objections and/or reservations against indicating his/her
name and job title in the Certificate, Volunteer e-Mentor must inform the Coordinator.
SETTLEMENT e-VOLUNTEER
As a Settlement e-Volunteer, you will interact weekly with English Online clients to help them
learn more about life in Manitoba. Further, the Settlement e-Volunteer will discuss client’s
needs and goals, and plan the topics/themes to be used to facilitate volunteering. The
Settlement e-Volunteer will communicate with the English Online Inc. regarding the client’s

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progress and/or challenges.
Qualifications
 More than 1 year of residency in Manitoba (Canadian citizenship or permanent resident
status)
 Experience working with adult newcomers and immigrant community
 Good communication skills
beneficial
of people
 A police record check is mandatory before a match can take place with a client.
Responsibilities
 Introduce self to client
 Discuss client’s needs and themes of interest, set goals for the sessions
 Plan session activities before interaction
 Keep volunteer log of hours (volunteer journal), clients and specifics of interaction
From time to time, it may be necessary to amend e-Volunteer job descriptions. Amendments
and changes are a natural part of the growth of an organization. Volunteers are asked to assist
the Coordinator in updating their job descriptions with regards to duties and responsibilities of
their job. These amendments will be discussed with the volunteer; however, the final decision
on implementation will be made by the management.
Employment Equity
English Online is an equal opportunity employer and prohibits discrimination based on ancestry,
place of origin, colour, ethnic origin, language, citizenship, religion, gender, sexual orientation,
age, marital status, physical and/or mental disability, family status, financial ability or any other
provisions under the Manitoba Human Rights Code.
Recruitment and Selection
Applicants are invited to submit their cover letter along with a current résumé, demonstrating
that they meet the minimum criteria for the position being sought. All applications are

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screened, and volunteers selected for interview will be contacted. If the interview is positive,
references will be contacted. A police record check will be requested.
It is the responsibility of the volunteer to update Police Record Search certificate every 6
months.
Conditions of Volunteering
English Online appreciates the time and commitment given by its Volunteers and recognizes
their valuable contributions and the spirit in which they are given. Volunteers are expected to:
 Participate in orientation, training and ongoing professional development opportunities
 Work from home, using their own equipment (computer, headset, phone, internet
connection) at their own risk and liability
 Release English Online, its staff, Board and volunteers from all claims in respect to
death, injury, loss or damage to their personal property arising from their participation
in English Online e-Volunteer Program or other activities organized by English Online
 Work within the boundaries of their e-Volunteer position description while supporting
the vision, mission and policies outlined by English Online
 Approach your volunteer assignment as a professional commitment
 Engage in discussions with the Coordinator in order to express your concerns, share
comments or suggestions
 Value the importance of providing exceptional quality service to English Online clients
by being approachable, knowledgeable and respectful.
Volunteer-Client Match
Volunteers are asked to complete a Match Survey after the interview. The Match Survey helps
English Online perform appropriate e-Volunteer-Client matches, both from needs perspective
and time commitment.
For cultural reasons and safety concerns of our clients, we do not match clients who are
considered the vulnerable members of society.
Volunteers are matched with clients regardless of their gender. If the opposite gender matching
procedure contradicts Volunteer’s religious beliefs and/or cultural background, Volunteer must
inform the Coordinator in the written form.
Orientation and Training
English Online will provide comprehensive orientation and training necessary to fulfill the
volunteer duties. Training will consist of two parts:
1. Successful candidates receive the link and the password to the e-Volunteer Hub, a page
on English Online website which includes training materials, Volunteer Journal form and
volunteer events calendar. This part of the training is self-directed: volunteers study
materials and reflect on what they have learned via the Volunteer Journal form. The
training materials include:

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a. e-Volunteer Handbook Part 1 (policies and procedures)
b. e-Volunteer Handbook Part 2 (tips and strategies for online sessions, links to
tools and resources)
c. Volunteer Journal handout (Short guide to Volunteer Journal form)
d. Useful tips and links for your sessions
2. Second part of the training includes an orientation session about English Online
resources, e-Volunteer Program expectations and requirements, and WEB 2.0 tools for
teaching and learning. During the training session volunteers will have time to discuss
what they have learned and to ask their questions.
With this training English Online aims to provide volunteers with the opportunity to exercise
their qualities of self-directed learners to better understand English Online model and clients’
needs.
Monthly Professional Development Webinars
In July 2013, English Online launched a series of monthly webinars for Volunteer e-Tutors. The
main goal of the series is to increase e-tutors’ online teaching skills by providing more in-depth
introduction to online tools for teaching and learning and discussing creative use of those
tools, covering both technological and pedagogical aspects. Webinars can be delivered by the
Coordinator or a Guest Speaker. e-Volunteers are encouraged to attend professional
development webinars to improve their digital skills.
Supervision and Performance Evaluation
Volunteers receive appropriate level of supervision and accessible support from the
Coordinator, so that they can fulfil their commitment to English Online. Volunteers are given
regular opportunities to provide and receive feedback. They are encouraged to communicate
with the Coordinator on a regular basis via email, Skype or phone.
At the end of a three month probation period a Skype chat will be scheduled to review and
reflect on volunteer’s performance.
Volunteer Journal
Volunteers are required to complete a Volunteer Journal on English Online website during the
training as well as after each volunteering session to keep a record of the activities and time
they spent supporting English Online clients. English Online will use this information to
understand what clients need and require for extra practice, to report on volunteer
involvement to the funder, and have a record of the accumulated time for the volunteer
certificate and/ or reference letter.

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Recognition of Volunteers
English Online recognizes the valuable contributions made by volunteers towards achieving its
mission. All volunteers will be recognized for their volunteer activity on an ongoing basis, both
formally and informally.
A Certificate of Volunteer Hours will be given at the end of fiscal year, March 31, to volunteers
who complete more than 30 hours of e-Volunteering services.
Upon request, English Online will provide a reference letter or give a verbal reference to
support e-Volunteers in other volunteer, educational or employment prospects. The
Coordinator will issue the letter or give a verbal reference if a minimum of 5 business day notice
has been provided. Volunteers are advised to discuss with the Coordinator what references she
is able to provide.
In some cases, English Online Inc. will provide a confirmation letter to volunteers who have
completed 10 hours of e-Tutoring services.
Volunteer File
English Online is responsible for the collection of personal information for inclusion in volunteer
files. This information is available to the volunteer, the Coordinator, the Lead and the ED and in
special circumstances to the Board of Directors. This information is kept in a secure location
with the Coordinator having primary responsibility for the documentation. Information which is
contained in volunteer’s personnel file includes the following: résumé, job descriptions, list of
references, copy of a Police Record check and interview notes. All efforts will be made to
ensure the confidentiality of personal information.

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CONFIDENTIALITY AGREEMENT AND NON-DISCLOSURE
From time to time, volunteers of English Online may come into contact with confidential
information, including but not limited to information about English Online clients, staff
members, suppliers, finances and business plans. Further, due to the nature of English Online,
volunteers may have access to intellectual property. Volunteers shall protect the privacy and
hold in confidence all professionally acquired information concerning English Online clients,
staff members, suppliers, finances and business plans. Volunteers are prohibited from the
transmission of any confidential information outside of the English Online work environment.
COMPUTER USAGE GENERAL
It is central to the operation of English Online’s business that all efforts must be made to ensure
the integrity of the computer information systems and networks. This policy has been
established in order to:
 Protect this investment
 Safeguard the information contained within these systems
 Reduce business and legal risk
 Protect the English Online and their clients
It is the responsibility of each user to use the resources according to the policies set out by
English Online.
 The resources shall be used for English Online purposes only and not intended for
personal use
 Users shall not alter any hardware resources without the permission of the ED.
 The applications provided are the property of English Online. Users shall not add
applications, alter or copy those provided without permission.
 The information created by users and stored on the network is sole property of English
Online. Users can not use as their own or divulge information for personal use and
purposes.
 Users must not change, examine, alter or use another users files, output or user names
for which they do not have explicit authorization.
 All volunteers are responsible to report any misuse of resources by clients.
HARASSMENT
English Online is committed to providing a safe and respectful work environment for all
employees, volunteers, clients and members. Mutual respect, along with cooperation and
understanding, must be the basis of interaction between staff members, clients and volunteers.
English Online will neither tolerate nor condone behaviour that is likely to undermine the
dignity or self-esteem of an individual, or create an intimidating, hostile or offensive
environment.

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It is the responsibility of the ED to provide equal treatment of all volunteers, clients and
members of the public with respect and to ensure the work environment is free from
harassment. All volunteers are responsible to treat all staff members, clients and members of
the public with respect, as well as speaking up if someone behaves in a way that offends, harms
or humiliates them or others.
There are several forms of harassment, but all can be defined as any unwelcome action by any
person, whether verbal (e.g. jokes, name-calling, insults, unwelcome remarks) or physical (e.g.
touching, pushing, leering, practical jokes) or displays (e.g. posters, cartoons, emails), on a
single or repeated basis, which humiliates, insults or degrades. “Unwelcome”, for the purposes
of this policy, refers to any action which a reasonable person should know is unwelcome.
 Racial harassment is defined as any unwelcome comments, racist statements, slurs,
jokes, graffiti or literature or pictures and posters which may intentionally or
unintentionally offend another person.
 Sexual harassment is any unwanted attention of a sexual nature such as remarks about
appearance or personal life, offensive written or visual actions like graffiti or degrading
pictures, physical contact of any kind, or sexual demands.
 Abuse of authority occurs when a person uses unreasonable authority to interfere with
volunteer or the volunteer’s job. It includes humiliation, intimidation, threats and
coercion. It does not include normal managerial activities as long as they are not being
done in a discriminatory manner.
If you feel you have been subject, or have seen someone being subject, to this type of
behaviour, report it to the Coordinator. English Online treats all complaints of harassment
seriously, whether they are made formally or informally. Once a complaint has been made to
the Coordinator, a thorough investigation will be conducted immediately to ensure fair and
accurate action is taken.
DISPUTE RESOLUTION
Regrettably, conflict can occur in any working environment. In an effort to resolve conflict in an
expedient, yet fair manner, English Online recommends the following process for conflict or
dispute resolution.
 Speak to the person you are having the dispute with. Many times disputes arise due to
misunderstandings and miscommunications.
 If speaking to the individual does not work, speak to the Coordinator. The Coordinator
will arrange a meeting between those involved in the dispute, to determine a
resolution.
 If the Coordinator is unable to resolve a workplace dispute, the parties may be referred
to mediation by the Lead, the ED or an outside third party. The resolution of the
mediator is binding on both parties of the dispute. All costs associated with mediation
will be the responsibility of both employees/volunteers in which the dispute exists.

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English Online will not take responsibility for any costs association with conciliation or
mediation.
Note: if the conflict is with the Coordinator, again speak with that person or consult with the
Lead.
FRAUD/DISHONESTY
English Online considers any form of fraud or dishonesty on the part of its volunteers as
unacceptable conduct and grounds for disciplinary action up to and including immediate
suspension and/or termination of employment. A report will be made to the appropriate
authorities.
Definition of Fraud: Fraud is the intentional deception or misrepresentation that the individual
makes, knowing it to be false, that could result in some unauthorized benefit to him/her or to a
family member or friend.
Acts of a volunteer which are considered by the employer to be either fraudulent or dishonest,
whether performed in the course of or beyond his/her duties, include, but are not limited to:
 Forgeries or theft of any kind.
 Intentional violations of rules, internal controls, regulations or procedures, with the
expectation, knowledge or intent that the volunteer, client, or any third party benefit, or
that English Online suffers a loss.
 Granting or requesting preferential treatment for anyone, in exchange for
compensation or benefit of any kind, directly or indirectly, from that person to the
volunteer in question or a friend or family member of the volunteer in question.
 Falsification of Volunteer Journal reports.
 Without written consent of the ED, transacting English Onlines’ business resulting in
personal gain to the volunteer.
It is the responsibility of each volunteer to be alert for any indication that an irregularity has
occurred, exists or might exist, and to report such irregularly to the Coordinator.
PROGRESSIVE DISCIPLINE AND IRRECONCILABLE DIFFERENCES
Volunteers are expected to perform their job assignments within the specifics of the e-
Volunteer position duties and responsibilities.
Volunteers who fail to conform to the specifics of their position description or exhibit
inappropriate behaviour or poor performance shall be required to meet with the Coordinator.
This meeting will serve as an opportunity to identify and discuss the problems, find ways to
improve the situation and suggest adequate solutions, concluding with recommended course of
action and an appropriate time frame in which the volunteer will be expected to improve to the
satisfaction of the Coordinator. Every stage will be followed by a meeting with the Coordinator
and details of the meetings will be documented, signed by all parties, and placed in the
volunteer’s personnel file.
If the situation persists, English Online will follow a progressive course of discipline as shown
below. The stages are:

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i. Verbal warning
ii. Written warning
iii. Dismissal
(All stages will be documented in writing and stored in the volunteer’s personnel file.)
Some circumstances may be serious enough that termination of volunteer may be effective
immediately and without notice. Some examples of these types of situations are theft, assault
or willful neglect of duty. In all cases, documentation will be included in the volunteer
personnel file.
There may be occasions where a successful employer-volunteer relationship cannot be
achieved between English Online and a member of staff, resulting in volunteer service
termination.
It is expected that such instances will be rare and will only occur after other avenues of
conciliation have been explored, as above. It is hoped that termination can be avoided through
dialogue, constructive appraisals, training/skills development and corrective rather than
punitive measures.
DEPARTURE
Termination of Volunteers
The Coordinator in discussion with the Lead has the authority to dismiss a volunteer who fails
to comply with the policies and procedures outlined in this Handbook and in the Volunteer job
description, or if is considered in the best interests of English Online or the volunteer.
Resignation
To resign from e-Volunteer position, volunteers are required to provide a one week notice to
the Coordinator. The volunteer will be invited to attend an exit interview with the Coordinator.
ENGLISH ONLINE PROPERTY
Upon termination of volunteer for any reason, all items of any kind created or used pursuant to
the volunteer’s service or furnished by English Online including but not limited to computers,
reports, files, USBs, disks, manuals, literature, confidential information, or other materials shall
remain and be considered the exclusive property of English Online at all times, and shall be
surrendered to the Coordinator, in good condition, promptly and without being requested to
do so.

E-Volunteer Handbook, Part I

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