VolunTeer focus - Action on Hearing Loss

Volun
t
e
er Focus
Festiv
e Issue
ISSUE 5/Dec 2013
www.actiononhearingloss.org.uk
The Heart of the Community
One of our key aims as an organisation is to
deliver local community-based services with
the support of our volunteers. There are
many examples across the country of where
we have established strong volunteer
groups, and it was a particular pleasure,
back in October, to visit the new community
hub in Brighton.
What was very special for me about the
community hub, was that it was an example
of how we work at our very best with
volunteers and staff coming together to
support people who are deaf, have hearing
loss or tinnitus.
In Brighton, in one central location, people
can try our assistive technology products,
pick up information and talk to volunteers.
We hope this will also be a ‘hub’ for local
fundraising and campaigning activity too.
While we might not all have
the facilities that we enjoy in
Brighton, I am firmly of the
view that, in every place
where there is an active
group of volunteers, we can
use your creativity and
voluntary effort to establish
a local presence across the
country to support people
with hearing loss. This is the last Volunteer
Focus of 2013, so thank you for everything
that you have done this year and have a very
Happy Christmas.
Take Action and
spread the word
you to share your
appetite for volunteering
with others that you
know. Word of mouth
remains the best form of
recruitment and of
encouraging people to
volunteer and, as we
know, the benefits to
ourselves can be as great
as for those we aim to
help. Young people in particular are recognising
and valuing the development opportunities that
volunteering can provide. Thank you for all you
do – from all of us in the Volunteering
Development Team, we wish you an enjoyable
festive season.
I want to express my heartfelt thanks to all our
volunteers who give so much to the people we
support and the cause we champion.
With the many volunteers I have met and
spoken to, a common theme is how much
pleasure and satisfaction they get from
supporting others. Most express a deep
commitment to the aims of the charity and,
therefore, give generously of themselves,
bringing with them their life experiences, skills,
abilities, compassion, intellect and humour while asking for nothing in return.
Now more than ever we need to call on this
support from you, our volunteers, and to ask
Paul Breckell, Chief Executive
Jane Bailey, Head of Volunteering Development
Volunteering awards
Thank you to all our volunteers for
completing our Big Satisfaction survey
The top five points we’d like to share are:
· Volunteering with Action on Hearing Loss:
I would recommend Action on Hearing Loss as
a good place to volunteer – 90%
· Benefits of volunteering:
This is the second year that volunteers have
been surveyed alongside staff. The
participation rate was very encouraging (an
increase on last year) and we hope to see this
increase year on year. The results are, in
general, positive, while highlighting areas for improvement.
I believe I am valued for what I can offer Action
on Hearing Loss – 90%
The Big Satisfaction Survey 2013 Volunteer
results – at a glance
· Communication:
You can see the full volunteer survey results on
our website. Here’s our overview of just some
of the findings.
Volunteers were asked to rate their response
to a set of statements across the nine
categories below:
• Volunteering for Action on Hearing Loss
•Communication
•Managers
• Learning and Development
• My role and team
• Percentage of volunteers satisfied with certain activities/support
• Ways people gain from being a volunteer
• Costs of volunteering
• Benefits of volunteering
It’s worth noting that volunteers’ responses
made up 32% of the total survey responses
across the organisation.
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· My role and my team:
My volunteering gives me a feeling of personal
achievement – 89%
My supervisor/staff contact communicates
with me effectively – 89%
· Support:
I receive enough information and support to
perform my role as is required – 92%
In general, the results are encouraging. The
areas in which we need to see improvements
are; better access to training, more access to
social events and, overall, greater participation
in the volunteer survey.
We’ll develop action plans in local regions
to address these areas in the New Year. We
welcome any suggestions on changes we can
make to support you further. Please email any
suggestions to kelly.broome@hearingloss.org.
uk or write to: Kelly Broome, Action on Hearing
Loss, Community Base, 113 Queens Road,
Brighton BN1 3XG.
The full results of the Big Satisfaction Survey
are available on The Loop and the volunteering pages on our website.
VOLUNTEER FOCUS Winter 2013 / Issue 5
Volunteers help deliver personalisation – A fond farewell to one of our Volunteer Champions
A Fond Farewell to A REAL Volunteer
Champion
We would like to congratulate
Pamela Newman – our Services
Manager for Brondesbury Road
Residential Service – who is leaving
us for pastures new. Pamela has been
a strong supporter of volunteering
and maintains that volunteers have
made a massive difference to
residents. The Volunteer
Development Team asked Pamela
about her experiences with and views
on volunteers:
Can you tell us how volunteers have
been helping your team in realising the
personalisation agenda for Brondesbury Road?
Volunteers have made a huge difference to the
people using our service and the staff team
supporting them. We have now implemented
an in-house volunteer management team. By
using personalisation tools we have been able
to match suitable volunteers to the needs of
the people using the service.
Can you give us some examples of
volunteering in action with the
residents at Brondesbury Road?
Yes! Volunteers support our key
workers in developing the
residents’ life skills to enable them
to move on into independent
accommodation. There are many
examples – a volunteer called
Mary helped John, a resident,
prepare his own Support Plan in a
Powerpoint presentation, so he
was able to keep it on a memory
stick to share with others. Julie
takes Roderick to the gym every
Monday and Pritti takes another resident to
Crossrail exhibitions.
Do you have any final comments to make?
Volunteers have made a massive difference to
the quality of service we are able to provide,
and to the lives of our residents. We couldn’t
do it without you! I want to say a huge thank
you to everyone who has worked alongside me
at Brondesbury Road.
What’s been the one volunteering achievement
you’ve been most proud of?
Introducing a Lead Volunteer role has really
helped us to establish a volunteering team,
within the service, that is both informed and
supported. The Lead Volunteers have
developed role descriptions for future volunteers, matching the skills and interest requirements g
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www.actiononhearingloss.org.uk
3
Make a Difference Day
Our volunteers
‘Make a Difference’
throughout October
Our London office brought the Make a Difference
campaign to a spook-tacular close by celebrating
with a Halloween-inspired Great British Bake Off.
Organised by CSV (Community Service
Volunteers), Make a Difference month
celebrates and promotes volunteering for
charities across the UK.
Supporting us with a M.A.D. Hatter’s Tea Party
We ask our supporters to host a M.A.D. Hatters
Tea Party, to raise awareness and funds to
support our vital work. It’s a fun way to highlight
what we can achieve when we all come together.
Our fearsome judges declared Tracey’s
chocolate orange coffin cake the winner. A
terrifying triumph!
Making a Difference locally
Brighton volunteer Chris Pollard shared his
experiences of volunteering with Action on
Hearing Loss, via this blog on CSV’s Make a
Difference web page:
Why do I volunteer?
The Brighton office launched their community
hub with a M.A.D. Hatter’s Tea party on 4
October. Brighton Pavilion MP, Caroline Lucas
(pictured above left) and the Mayoress,
Councillor Denise Cobbs, attended the
celebration, as well as members, audiologists
and other local charity workers.
Visitors were treated to BSL taster sessions,
hearing checks and product demonstrations.
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I want to help put something back into my
community – to make a difference. I am a
disabled person and unable to work full time so I
wanted to do something positive with my time as
I’ve suffered from depression in recent years. I
started volunteering with Action On Hearing
Loss as I thought I would like to share my own
knowledge and experiences of wearing hearing
aids to help other people who are deaf or hard of
hearing. I applied to do office administration
work at one of their residential care homes in
Hove, though I also help with residents’ leisure
activities and preparing meals. I am also trying to
learn British Sign Language and I think I’m
getting there, slowly!
I also volunteer each week at the Community
Hub as a product demonstrator. We show people
equipment that can help them with their hearing
loss. I’m really pleased to be part of the team
here and to be involved in the launch of this
service during Make a Difference month.
VOLUNTEER FOCUS Winter 2013 / Issue 5
Brighton Hub and Spoke
Brighton hub and spoke
– a part of the wider web
We are proud to be a nationwide organisation
involving volunteers. However, our presence
across the country isn’t as broad and consistent
as we’d like it to be – as indicated on this map:
Brighton Community Hub launch
Brighton volunteer Jenny MacIntosh and Kelly
Broome from the Volunteering Development
team in Brighton were invited to talk on local
community radio station, Radio Reverb 97.2FM
which is completely run by volunteers, about the
launch of their new resource room at their
Community Hub to raise awareness of Action on
Hearing Loss and promote this new service.
Volunteers Chris Pollard and Jenny MacIntosh ran
their first drop-in session for the public on 23
October, providing information on our products
and demonstrating how to use them.
Outreach/
Care and
Support
Products
Volunteering
Community
Hub
Brighton
Local
fundraising
group
Information
Befriending
To fill in these gaps, we are profiling every
geographical area to identify the need for
support, so we can deliver the services around
regional ‘hubs’. The aim is to provide blanket
coverage across the UK so there are no gaps in
the services delivered to people in need.
The Brighton hub launched its information and
resource room earlier this year. Possible new
services are depicted in the diagram (right). They
include volunteer-run projects, such as hearing
aid support groups (Hear to Help), social groups
(Hear to Meet), fundraising groups, information
volunteers and product demonstrators.
Our first visitor, George, came along after
struggling to use the telephone since his hearing
deteriorated. George tried out a few different
phones with amplified ringtones and volume
control and ended up ordering two products!
These sessions run every Wednesday between
10am-12pm and you can make an appointment
by calling 01273 840960/18001 01273 840960 or
emailing informationbrighton@hearingloss.org.uk
Look out for more news as the hub develops!
www.actiononhearingloss.org.uk
5
Regional news
Northern Ireland
South West
Northern Ireland’s first
Hub at Harvester House
Devon volunteer
networking with other
health professionals
Progress is being made in Northern Ireland with
the development of its first ‘hub’ in the Harvester
House office in Belfast.
Every Thursday morning it’s a hive of activity,
with different activities each week and lots of
people coming and going.
A Hear to Help clinic runs from 10am–noon once
a month, supported by the Information Service
which provides an information stand and
equipment display. Volunteers are on hand to
provide hearing aid support (see picture above),
information and demonstrate equipment.
Twice a month we hold our unique ‘Lunch Sign’,
where people learning sign language can
improve their skills by meeting with deaf
volunteers, from our Live and Learn Project, over
an informal lunch.
Every week our partners at the Citizen’s Advice
Bureau provide an accessible advice clinic which
is open to the public.
Cilla Mullan, Head of Services for Northern
Ireland, says: “It is great to see a wide range of
services being provided on Thursdays in
Harvester House and the involvement of so
many of our committed volunteers. It is our plan
to see this replicated throughout Northern
Ireland with more people who are deaf or hard
of hearing having access to the support and
information which they need.”
6
In the new structure
of the NHS in
England, Clinical
Commissioning
Groups (CCGs) have
replaced Primary
Care Trusts as
commissioners of
NHS services. They
have a duty to
support quality
improvements in
general practice and,
therefore, it is
important for Action on Hearing Loss to get its
messages to these Groups.
Ted Leverton (pictured above), an Information
Outreach and Hear to Help volunteer based in
Devon, is a retired GP and NHS trainer. He
recently attended a Western CCG meeting,
where he spoke to 40 GPs and Practice
Managers.
Ted built up a very useful contact list for Action
on Hearing Loss in the South West region,
informed an important group of Practice
Managers and other health professionals about
our activities and services, and highlighted our
campaigns and awareness-raising programmes.
We are enormously grateful for his efforts.
Ted is just one of a group of outreach
information volunteers in the South West who
extend our reach in the community, and, with
their knowledge and experience, enrich our
service for the benefit of those who are deaf,
have a hearing loss or tinnitus.
Could you get
in
with local Hea volved
lth
Patient Adviso Watch or
ry groups in
your area?
Contact the Vol
unteering team
at
volunteering@
hearingloss.or
g.
uk
or call 01273 84
0960/18001
01273 840960
.
VOLUNTEER FOCUS Winter 2013 / Issue 5
Regional news
South West
South East
Volunteer named Local
Hero
New resource room at
our London hub
Hear to Help Dorset volunteer, Rosemary Groom,
recently won a Local Hero award! She has
volunteered for Hear to Help Salisbury since the
start of the project more than three years ago,
and is a dedicated and committed volunteer.
Rosemary was presented with a certificate and
paperweight by the Mayor, Penny Brown, at an
awards ceremony at the town hall in Gillingham,
Dorset. Congratulations, Rosemary, from
everyone at Action on Hearing Loss!
Our Featherstone Street office has opened an
information and resource room, to help and
support people with issues surrounding
deafness, hearing loss and tinnitus. Visitors can
have a hearing check, and get advice about
different products.
Tuesdays: 10am-12pm (BSL support available),
Thursdays: 2-4pm
To book an appointment or find out more
please contact us on: Telephone: 020 7296
8000, Textphone: 020 7296 8001, Email:
headoffice.reception@hearingloss.org.uk
South East
American Express staff volunteer at Wilbury Gardens
In September, a team of 13 American Express
staff spent a day volunteering at our Wilbury
Gardens Care and Support service in Hove. Staff
introduced the service, ran a BSL taster session
and gave them tips on communication. They
then spent the day clearing up the garden,
removing weeds and sprucing things up, ready
for autumn. They also painted rooms and did
some DIY – filling holes, sanding down skirting
boards and fixing broken fittings.
The day was a real success, with the volunteers
saying that they found the day fun and they felt
good to be able to help out and make a
difference in the community. They said that it
was extremely satisfying seeing the results of
their work at the end of the day and how pleased
the people at Wilbury Gardens were with what
they had done.
Corinne Maer, Manager at Wilbury Gardens, said:
“The day has gone really well; the volunteers
worked so hard and managed to sort out our
garden, and the bits of DIY that we just haven’t
had the chance to do. The whole thing was
arranged well and the supervisor of the group
was fantastic. It was great to see the volunteers
working so well together and how they
communicated with my staff and the people who
live here. My regular volunteer, Susan Teo, has
also been supporting the team at American
Express. Some of them want to return to carry
on with a bit more painting, which is fantastic!
Thank you for setting this up for us.”
www.actiononhearingloss.org.uk
7
Regional news
East
Teaming up for dual
sensory support across
Buckinghamshire
Thanks to the fantastic efforts of our staff and
volunteers in the East, we’ve won a contract,
worth just under £1 million, to provide dual
sensory support across Buckinghamshire, for
three years. Based in our Aylesbury office, our
staff – in partnership with Young Deaf Activities
and Sense – and volunteers now support the
local community
through drop-in
sessions. They provide
advice and information
on sensory loss,
demonstrate specialist
equipment to assist
with everyday living,
and provide
befriending services as
well as hearing aid
maintenance (see picture) and support and
signposting to other services.
Last stops for nationwide
award tour
The Queen’s Diamond Jubilee Award for
Volunteering makes it final stops in the north...
DNEX 2013
The award was displayed on our information
stand at the Disability North exhibition in
September at Gosforth Park racecourse. Over
230 people visited the stand. The event was
attended by CSOs from across the region and supported by volunteers from Durham and Northumberland.
The WHAT group
In October we took our award to an active group
of volunteers in Northumberland. The Wansbeck
Hearing Action Team (WHAT) group (pictured
above right) meets regularly to plan activities,
such as their current campaign to monitor
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equipment used by local cinemas and theatres.
Too many people have stopped going to the
cinema and theatre because of hearing loss and
lack of suitable access equipment, such as
subtitling or STAGETEXT. The group was thrilled
to see the Award, plus they enjoyed a cup of tea
and piece of cake to celebrate Make A
Difference month.
The Alnwick Support Group
We then took the award to the monthly meeting
of the Alnwick Support Group. Tom Davison,
Senior Chief Audiologist from the Freeman
Hospital in Newcastle, was also visiting. He gave
them – and the Belford Support Group, who
attended the talk – an insight into his
department. Tom explained how many patients
are seen, how many hearing aids are issued and
other audiology facts.
Isle of Wight
After Rita Wood’s husband passed away, she felt
bereft. She had cared for him for years, since he
lost his hearing during the war. Ann Emery, our
Services Manager on the Isle of Wight, knew that
Rita had great knitting skills, and asked her if she
wanted to help us raise money for our
befriending service. Rita did, and soon after,
started a craft network – a social group making
everything from hats and neck warmers to
cards, cardigans and teapot cosies. We’re now
selling these lovely creations. If you’d like to find
out more, contact Ann Emery at ann.emery@
hearingloss.org.uk or call 01983 529533.
VOLUNTEER FOCUS Winter 2013 / Issue 5
Regional news
Scotland
Wales
Fozya recognised as
Community Champion
Full pelt at the halfMarathon!
Fozya Mahmood has been declared a
Community Champion by Glasgow newspaper,
The Evening Times. Fozya was recognised for
her work on our On the Move project, which
supports young deaf people aged 16-25, helping
them into work, education, training or
volunteering. On the Move also runs events that
help young people develop life skills and build
their confidence, as well as providing
information and advice.
A highlight for the Wales team in 2013 was
supporting the Cardiff Half Marathon for the first time.
Our 22 enthusiastic volunteers hosted a water-station to keep the event running
smoothly and cheered on the sponsored racers
including our own Lucy Holmes, Dee Spiteri and
Paul Chappell from the Cardiff office and Jon
Doolan, our amazing Loop volunteer, who
regularly turns his hands (and legs it seems!) to
anything to promote our cause. In his words:
Julie-Anne Leggate, an Employment Adviser
with On the Move, said: “We are delighted for
Fozya. She has a very positive attitude and is an
inspiration to other young people. Fozya talks
from personal experience about the importance
of removing barriers that limit opportunities and potential.”
(Photograph of Foyza Mahmood courtesy of The
Evening Times)
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“It was a fantastic experience, the weather was
fine, the course was reasonably flat (apart from
the last small hill, which felt like Snowdon) and I
was lucky enough to have been sponsored by
lots of people, raising approximately £150 for
Action on Hearing Loss Cymru. It was a privilege
running for such a worthwhile cause and thank
you to all who sponsored me.”
The atmosphere was brilliant, and all of our
volunteers were excellent ambassadors for
Action on Hearing Loss, raising our profile on the
day, engaging with members of the public and
raising funds through sponsorship. Volunteers
make events like this a success with their sheer
dedication, energy and sense of fun – long may
it continue throughout 2014.
www.actiononhearingloss.org.uk
9
In the spotlight
taff spotlight
Volunteering - a career-changing experience
Sophie Millet
Paul Chappell
Carol Goddard
I started
volunteering within the risk
management team in July 2011
and have since secured a
full-time position as ‘Junior
Risk Adviser’.
After I was made
redundant as a sales manager for Comet, I decided to
volunteer for Action on
Hearing Loss in Wales. I
applied for an internship that
involved supporting all of the
services and projects, so I
gained a broad knowledge of
the organisation.
I converted to law
after six years as
an audiologist. I
knew I wanted to
work within the
charity sector, and having
first-hand experience of how
deafness and hearing loss can
affect people, I contacted
Action on Hearing Loss.
I have been fortunate enough to work with our
Person-Centred Champions
and the Involving People
Group. Hearing stories of how
people’s lives have changed for
the better really made me
appreciate what we are all
working towards. It has also
challenged me to bring the
person-centred practices
shown by our frontline staff
and volunteers into the heart
of the ‘back office’.
We started WorkSafe, an
internal Health and Safety
newsletter, covering topics
related to working safely. We
then launched a second
newsletter for all our service
users, called LiveSafe BeSafe.
The feedback we received was
very positive and we were
hugely encouraged by the
result. And to think, if I hadn’t
started volunteering here, I
may not have been fortunate
enough to be doing this work.
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I was really interested in using
my skills in supporting and
coaching others, so I was
delighted when the Services
and Volunteering Administrator
role came up. The experiences
of my first month volunteering
were a great help in my
application, and as a result, I
was successful in getting that
job; I am now Volunteer
Logistics Co-ordinator!
Those five months of
volunteering changed my life,
and helped me gain valuable
experience to prepare me for
the job that I really wanted. I
couldn’t be happier in my new
job and I’m very excited for
what the future holds. I would
recommend volunteering as a
great way to gain new skills,
improve others and prepare for employment.
VOLUNTEER FOCUS Winter 2013 / Issue 5
In September 2011, I started
volunteering just one day a
week. The team made me feel
welcome, made sure I had
plenty of interesting work and
were always ready to answer
any questions that I had. After
18 months volunteering I
applied for a full-time position
in the legal team.
The last two years have been
fantastic, and though, sadly, I
will be leaving the organisation
at the end of this month for a
new opportunity at the V&A
Museum, I know my new role
would not be possible without
the time I spent volunteering
here.
I am very proud to have been a
part of this organisation, which
spends time and effort
supporting volunteers, allowing
them to gain experience and
grow in confidence.
In the spotlight
Regional Volunteer Managers consider what’s
important to them
As part of the Actions Speak project, we asked
our staff across the UK to attend workshops to
consider what ways of working are important
to them. The Regional Volunteer Managers tell
us about their session.
To help staff and volunteers understand and
identify with our strategy, Taking Action, a guide
has been put together for managers, teams and
supporters to reflect on how they will engage
with the strategy and
what it means for them in
their day-to-day roles.
At the Regional Volunteer
Managers meeting in
September, managers
identified the types of
behaviour we want to see
reflected in our revised
Organisational Values. We
identified such behaviours
as: showing enthusiasm,
being positive role models, working in a caring
manner with generosity and concern for each
other, and showing kindness.
Another good behaviour we discussed is the ‘can
do’ attitude so many of our volunteers exhibit.
We talked about people being proactive; going
the extra mile, who tend to have a positive and
dynamic spirit, remain solution-focused, show
determination to find a way to resolve issues and who are generally resourceful and
demonstrate optimism.
Alison Parry, our Regional Volunteer Manager
in Wales, reflected on the time Action on
Hearing Loss arranged an event at the Senedd
(National Assembly of Wales) so that people
who were deaf or hard of hearing could have
direct access to their local politicians. She felt
it succeeded for several reasons:
It all came down to teamwork. Campaigns
colleagues ensured the relevant people were
invited, admin ensured they could all get there,
and all staff made sure everyone was looked
after at the venue. We had tremendous support
from Assembly Members (AMs) thanks to the
focus of our campaigns team. They worked with
volunteering and information services to find representatives
from each of the
constituencies to lobby
their AM direct.
Three things made me
proud that day:
1) Our organisation gives
people direct access to
voice their opinions. Our
volunteers and
members felt very
proud to be making a difference - and politicians felt informed because of the trust we have built up.
2) It clearly demonstrated to staff who don’t
work in volunteering or frontline services that we do represent people who are deaf or hard of
hearing. Our role is to work on their behalf but,
by giving people their own voice, we make much
more of an impact. I had a sense that staff
realised the added value of working with our
members and volunteers and saw the real
people behind the statistics they were working
with. That day and the event made far more
impact than a written request ‘to engage’!
3) Personally, it was a reminder of why I do what I do, and an excellent boost for myself and the team.
www.actiononhearingloss.org.uk
11
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We’ve supported some incredible fundraisers this year, like these adventurers:
Ian Price took part in the Virgin Active London
team triathlon in July, with two colleagues, and
raised over £950 for us. “Having recently lost
50% of my hearing in both ears, and having
received excellent support from Action on
Hearing Loss, it was great to be able to complete the London Triathlon, to keep this
service running and help others.”
Debbie Saggers trekked the Great Wall of China
in October. “It was a life-changing experience
and it feels great to have raised almost £3,000
for a great cause. I’m not the fittest person you’ll
ever meet, but I would recommend the Great
Wall of China Trek to anyone who wants to see
the world and do something incredible!”
Feeling inspired? Why not try one of our events
next year, such as...
London2Brighton 50k or 100k Challenge 24 to 25 May 2014
Prudential RideLondon-Surrey 100
10 August 2014
Or, if you are feeling very adventurous, why not...
Climb Kilimanjaro Trek 23 January to 1 February 2015
Our three London Triathlon runners Garry
Cappuccini, Steven King and Ian Price
For more information on these and other
events, please visit
www.actiononhearingloss.org.uk/events2014
or call 020 7296 8172 or email events@hearingloss.org.uk
Telephone01273 315 980
Textphone18002 01273 315 980
Email kelly.broome@hearingloss.org.uk
www.actiononhearingloss.org.uk
Action on Hearing Loss is the trading name of The Royal National Institute for Deaf People.
A registered charity in England and Wales (207720) and Scotland (SC038926) A0719/1213