Volunteer Annual Statement 2020 - Great homes - Coastline Housing
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Volunteer Annual
Statement 2020
Great homes Great services Great people
Background
Coastline encourages volunteering in all areas of the organisation. It
recognises and appreciates the positive contribution volunteers make to the
organisation and that volunteering gives the opportunity for individuals to
achieve their own personal development goals.
Established in 2013 the volunteer scheme has continuously developed,
expanding to include the following under its umbrella of support:
‘Coastline Volunteer Opportunities’, providing voluntary roles
across a number of Coastline’s departments and projects. These roles are open
to all, including customers and non-customers.
The ‘Partner Programme’, which enables current clients of Coastline’s
Homeless Service to volunteer within the service with additional support.
Providing homeless clients with essential employability skills and a positive
focus during their journey through the service.
The ‘Miners Minders’, are a group of customers within our Miners Court
Executive statement Extra Care scheme who are supported in donating their time. Their tasks range
from befriending new customers, assisting with events and helping colleagues
This year has been challenging and exceptional for everyone, given with monthly walk-a-rounds/litter picks.
the context of the COVID-19 pandemic. The role of our volunteers has
been highlighted even further in the contributions they make to our ‘Customer Voice’, who are customers that are supported to donate their
customers and communities. time by getting involved in the scrutiny of the organisation, shaping service
design & delivery as part of the wider involvement and engagement model.
Coastline is extremely proud to celebrate the incredible contribution
The Customer Voice has evolved from Coastline’s previous Customer Scrutiny
that our volunteers have made over this past year, despite the
Committee (CSC) and is a new way of delivering scrutiny.
temporary services restrictions we had in place during ‘Lockdown’. In
fact many of our volunteers were involved in supporting some of our
Following the accreditation by Investing in Volunteers in 2015 and its
most vulnerable customers during Lockdown, making welfare calls,
subsequent renewal in 2018, Coastline has worked hard to embed policies
befriending and just lending an ear to someone who was feeling
and procedures to maintain a stable and healthy base of regular volunteers.
lonely, which customers have told us has meant so much to them.
Our 2020 Volunteer Statement shows the wide range of successes we have
The Volunteer Programme continues to go from strength to strength, and we celebrated together and sets the strategic direction for the programme.
are proud to have been able to recognise the hours our customers commit to Coastline by including
and embedding the Customer Voice customers into the volunteering family.
This year has seen the creation of a number of new roles, including Digital Buddy, Befriending
Volunteers, Lettings Volunteer, Housing Management Volunteer, Reception Volunteer and a Together for Volunteer Statement
Families Volunteer.
It was an honour to have had a case study video of one of our newer volunteers, Claire (Together for
“We as volunteers enjoy
Families) included in Cornwall Council’s recent feature of the Together for Families programme, and what we do. It enables us
Claire is a wonderful example of someone who has gone on to give her time to support others.
to empower you.”
As we prepare for our third re-accreditation of the Volunteer Scheme, this highlights the importance
of offering the opportunity for people to learn new skills, build confidence, raise aspirations, rediscover
their passion and get involved with Coastline in so many ways, which enriches our work across the
organisation and enhances the wellbeing and quality of life of our customers.
Louise Beard
Deputy CEO (with responsibility for Housing, Assets & Communities)
2 3
Volunteer scheme aims
To recruit dedicated and enthusiastic volunteers;
Volunteer Facts and Figures 2020
To provide volunteers with appropriate support, guidance, training
and personal development opportunities;
To provide a more effective value for money service for customers;
62
To provide opportunities for the socially excluded to build Total number of
employability skills, working towards social inclusion; and volunteers who
To provide opportunities for people to give something positive
donated their
back to the community. time in 2020
Our offer to volunteers
Volunteers will: Hours donated – Over
Be treated with respect by Be consulted on the delivery of the volunteer
3000 hours
colleagues and customers; scheme and kept up to date with any changes donated
in the service;
Have equality of opportunity;
Have any problems or complaints dealt
with sensitively in accordance with the
Social Value of
3 volunteers progressed into employment,
Be given a clear role description and for
complaints procedure;
adaptations to the role to be considered
Volunteering
to meet their individual needs, abilities
and interests; Have their personal information treated with
care and discretion. Such information will £277,760
be shared within the organisation only on
Be supported, by colleagues, on a day to day
a ‘need to know’ basis;
basis in the tasks they undertake and provided
with regular one to one supervision;
Have the right to decline any demands that they
2 within Coastline and 1 externally
feel are unrealistic, beyond their role and that
Be reimbursed any travelling expenses incurred
they do not have the skills to carry out, without
as a volunteer in accordance with policy;
feeling guilty;
Receive a full induction into their role and
30 of the 16 of the
training appropriate to their role;
Be given the opportunity to apply for external/ volunteers volunteers
internal vacancies with the Coastline Group; accessed accessed
and receive a reference on request.
Receive appropriate recognition for
non-accredited accredited
their contribution to the service; training training
4 5
Volunteer Quotes 2020 “I’ve
“I have increased “It’s given me a sense of purpose which so enjoyed helping
my confidence many of us lose when we retire. The staff and now have a
are lovely, both in and out of work. I’ve greater understanding
and gained
made lifelong friends here. I also enjoy of what is available to
work experience my time with the residents and hopefully
in an office customers.”
I’ve also helped them. We talk things
environment while through, and they feel better for it. I feel “I have enjoyed my time as a volunteer. My role as an
helping my local that when I leave there it’s made good use of my Engagement Volunteer at the Homeless Service has
been difficult to undertake for a lot of this year due to
communities.” time and I feel needed. The residents and I always
have a laugh as well, which is just lovely.” COVID but the staff have kept in touch with what’s
going on, which is great. I enjoy any time I can
engage with the clients, it is humbling to talk to
“It has helped “Volunteering has given them and hear their stories. The benefit to me
me gain confidence me access to professional is gaining a deeper understanding of the issues
and given me the chance resources and references” relating to homelessness, and the understanding
to meet new people. I feel that each person has their own story and there is
I’ve given my support to no one fixed solution to suit all. I also know that
others that need it. I really “The informal training was as valuable as the
giving someone time to talk in a supportive, non-
enjoy what I do.” online training, and training was adapted to
judgemental way is valued by many clients.”
make it more accessible to volunteers.”
“I’ve really enjoyed it and think I’ve
gained some valuable experience. The “Helped with building
“I have learnt team here are lovely and it’s been great
so much about confidence, gave me
to help people and get an insight into
Coastline and its a purpose. Enjoyed
the behind scenes workings of providing
operation.” support for vulnerable people.”
meeting new people and
feeling like I helped.”
“It’s a good way to keep
“I’ve really “Felt supported formally
the grey matter active.”
benefited from (supervisions) and informally
the training offered (everyday chats etc), always
and learnt new someone to speak to
skills.” and I feel the support for
volunteers is group wide.”
“Being
involved has helped
“Occupies my day, keeps my brain me with getting out of
ticking over. Keeps me sober and the house now and again,
makes me feel positive.” along with the satisfaction
of seeing someone benefit
from my help.”
6 7
Staff Quotes 2020 “I think Coastline do a wide
“Initial feedback from customers is that
“This is a range of volunteer work
the visits from our Befriending Volunteers fantastic aspect throughout the company and
“Volunteers have told me
is hugely beneficial and is making a real
how well supported they
of Coastline’s it's amazing what we do.”
difference to customers struggling with work.”
feel by Tamsyn. One noted
low mood and mental health. One flat for
that the phone calls to check
example is much happier and in a better on their wellbeing have
head space after a volunteer visit and the been really important to
team can really notice this. Thank you!” them, and helped them feel
connected to Coastline.”
“Volunteers
make our work
in the Homeless Service
much bolder and brighter!
By offering something of “Having been a volunteer “I think that they have been doing a
themselves they bring a unique I feel it is a great way to wonderful job. Keeping in touch with
and priceless ‘extra’ element gain experience, build others is so important, whether we want to
to what we the staff are confidence and learn new admit it or not – people are so important
able to deliver.” skills. This enabled myself to us all – keeping in touch is so necessary,
to become an employee of even if it cannot be a face to face. Soon,
“The Befriending Volunteers are a great addition to the Coastline Housing.” hopefully, we will be able to meet up with
team. During the pandemic they have been invaluable, our friends, neighbours and return to an
especially during this time of increased isolation and ordinary life. Until then, it is more important
loneliness. Their regular visits is boosting the customer’s than ever that others are willing to chat over
morale and it has been a lifeline to many.” “Volunteers the phone, deliver food etc. Well done to
offer a fabulous all the volunteers making a difference, and
and invaluable especially those who volunteer for Coastline.”
resource for clients/
customers and the
“The support organisation.”
from our volunteers
is extremely valuable
to Coastline as an “Tamsyn is an amazing volunteer
organisation and to manager, every volunteer
customers/clients.” interaction I’ve had they
“As a previous volunteer I feel praise her support.
The volunteers are
volunteers are highly valued
a huge asset to
and appreciated by staff. I “Volunteers have such an important Coastline and
enjoy hearing about what the role to play with the service we support smoother
volunteers are up to in my deliver. Volunteers create a trust runnings!”
staff emails/newsletters.” between client/customer and worker.”
8 9
Customer Quotes 2020 “Volunteers have the benefit of being able to offer more
time, and not be restricted by Coastline work, while
helping to develop and improve Coastline policies. They
may see a need which has not been identified.”
“Volunteers can be the eyes and ears on
the ground in a way that staff cannot
expect to be. We have a 24/7 presence in “Befriending visits have given me
our communities and that alone puts us at comfort and someone to talk to.”
an advantage. Neither is it an ’us and them’
approach, we are working together to help “It’s been just lovely having the company
achieve positive outcomes.” of volunteers during the pandemic.”
“Nice to have someone
“The Homeless Service cooking to chat with.”
sessions, run by a volunteer,
have been really good! It’s “I’m sure
been educational whilst also anything volunteers
having fun. Esther is a good did to reach out and help
laugh and I’ve learnt how to people struggling would
cook a few new things, as have helped during the
well as how not too after a “Nice to have someone
to speak to otherwise I pandemic. Every small kind
pizza disaster!” gesture can make a real
would be on my own.”
“Volunteers have difference.”
“A challenging year
been such a
everyone has done well
help. I really look
and pulled together.
forward to them
Continuity has been “I’ve had so
coming in.”
maintained despite the much help. I can’t
“It’s great challenges.” imagine volunteers
for people’s “Volunteers are
could do any more. I
career progression, an asset which
help Coastline only have to ask and
confidence, self-esteem it’s done.”
with helping
and more. People who give
customers.”
something back generally
have better mental
“Volunteers do a good job
wellbeing too.” “Volunteering helps by offering
just being here for us. I look
forward to seeing them.” support to vulnerable people and
allows others to gain experience
and further employment
opportunities.”
“Volunteers have been able to help alleviate
loneliness and offered an opportunity for
vulnerable customers to stay linked to the
‘outside world’ while they have been unable
or unwilling to venture out.”
“Seeing a happy face really cheered
me up when I was depressed.”
10 11
Volunteer Stories
Wendy James Jenny Davenport
Wendy’s journey as an involved customer first started when she Jenny initially approached Coastline
attended a Coastline Away Day at Paradise Park in 2015. This with the support of her Shared Lives
is where she met Jackie, a former member of the Community carer. At the time, Jenny was already
Investment Team who explained the range of opportunities that kindly volunteering five days per week at
she could volunteer her time to get involved with. Wendy explains Barnardos charity shop in Camborne but
that she was interested from the start! was keen to broaden her work experience.
‘At the time I was nursing a very sick husband and was a hidden She knew she had a love for caring for
carer, almost house bound due to my caring responsibilities. When people after spending a lot of her life
Jackie explained how I could get involved I saw it as a much looking after older family members.
needed respite from my role as a carer and an opportunity to get Therefore Jenny felt volunteering at Miners
out of the house to meet people while making a difference. Court would be a good step to helping her
I ended up signing up for every involvement group there was!’ to decide if this was an area of work she
- Wendy could progress into.
After two years of involvement Wendy was head hunted by the Jenny was successful in her application
Vice Chair of the Customer Scrutiny Committee (CSC) to become to become a Day Centre Volunteer and in
a member. This was where Wendy says she found her true 2019 she started her volunteer journey
strength and felt she could really make a change in the delivery of at Miners Court helping colleagues with
Coastline’s Services. She believes the CSC gave her a new lease the day-to-day running of the Centre.
of life, making her feel valued and that she still had something At first Jenny was quite nervous but
to contribute. Not long after becoming a member of the CSC quickly settled into her role with the
Wendy’s husband sadly passed away. During this difficult time Wendy explains that she was greatly encouragement of support staff Mel and
supported by Coastline staff, and that her involvement in the CSC helped her during this time. Dave. Jenny’s confidence quickly went
from strength to strength as she thoroughly enjoyed her time talking with customers and
Wendy’s dedication to the group was recognised in 2017 when she was voted in as Vice Chair of the CSC, meeting new people.
and more recently as temporary Chair during a period of transition that has seen the CSC group evolve
to become the new online Customer Voice Group. Throughout the process Wendy has helped to support “I really enjoy talking to people, it’s good company for them and it helps their
members of the CSC, understanding that the group has to adapt and grow to ensure all customer voices mental health.” - Jenny
are heard. This change happened to coincide with the start of the COVID-19 pandemic which saw a Due to the COVID-19 pandemic Miners Court Day Centre unfortunately had to close, however
massive change for the whole country, and a shift to more online services and ways of working. Although this did not stop Jenny from her dedication to volunteering. Jenny took this opportunity to
this year has been a challenge, the online group has enabled members to meet on a regular basis and it change roles and become a befriending volunteer. She recognised that customers at Miners
has not deterred Wendy’s commitment and dedication to improving service delivery for customers. Court would lose that vital social element that the Day Centre normally provides and was happy
“If it wasn’t for Wendy I wouldn’t be an involved Customer, as I met Wendy on an away day event at to volunteer once per week visiting customer’s in their flats to provide that much needed social
Flambards in Helston. Since then we have become good friends and Wendy has guided me and helped interaction.
me to be where I am today as a volunteer with Coastline. She has been a great inspiration to me on my “Jenny is absolutely amazing, I take my hat off to her as it is something she doesn’t have to do
journey to which I am very grateful.” - Steve Curtis, Customer Voice Volunteer during the pandemic however she is still willing to give her time and support to our customers.
“Wendy is a friendly, talented and intelligent Coastline customer. She has committed endless time to It’s a great thing to see, and I don’t think she realises just how much of a positive impact her
providing feedback, scrutinising performance and making recommendations for improvements to services visits have on customers. I’ve also noticed that Jenny’s confidence has sky rocketed and it has
for our customers. It is a pleasure to work alongside her and to be held to account by her! I think Wendy made such a difference.” - Sarah Oliver, Miners Court Deputy Manager
has valued her engagement with Coastline and the friends she has made with colleagues and customers As well as volunteering at Miners Court Jenny continues to volunteer with Barnardos one day
over the years. Even the challenge of shifting to on-line discussions during the Pandemic didn’t stop her per week and has recently started volunteering at Wheel Buller Riding School as well. Jenny’s
and it has enabled her to remain positive and not socially isolated. ultimate goal is to gain part time employment, until Jenny is successful in her goal she will
Thank you Wendy for your commitment and I personally enjoyed meeting your cat this year! “ continue to volunteer and share her time with others.
- Louise Beard, Director of Housing, Assets & Communitites.
12 13
Volunteer Stories
Steve David Mathieson
At the end of 2019, Steve accessed Coastline Housing’s Here Money Management Volunteer, David
Homeless Service after finding himself without secure Mathieson, explains his experience of volunteering
accommodation. Through the support of staff and external before and during the pandemic.
support agencies, Steve has been able to better manage
the obstacles that prevent him from maintaining his THEN AND NOW
accommodation. Most of this journey has involved Steve Life, as we knew it, has changed so much over the
recognising the need to fill his time more positively. past year!
As a result, in September 2020, Steve enrolled as a Housing If, at the start of 2020 I had gone into a bank
Management Partner Programme volunteer at the Homeless wearing a face mask, the cashiers would have
Service. The main aim of his role is to assist the Housing feared they were about to be robbed. Turn up at
Management team with the effective organisation of the same bank today, without a mask, and I would
donations and books held at the Homeless Service. Assisting be refused entry. Life, in so many ways, has turned
other volunteers and empowering clients to assist with tasks upside down.
where appropriate. This role was created with Steve’s skills I am a volunteer with the charity, Christians
and abilities in mind and tailored to suit his own needs, as Against Poverty, and have been working with them
well as benefiting the Homeless Service. Steve has made a for a few years. The charity was founded to help
significant contribution to the organisation and running of people who had got into serious debt manage their
the Homeless Service library that we have on site. finances and ultimately become debt-free. Several
Since enrolling on the programme, he has completed all but years ago they introduced a Money Course, to help
one of the online training courses accessible to him as a people manage their money and avoid getting into
Partner Programme volunteer. He now holds certificates in;- serious debt in the first place. I have been trained
to run this course, which used to be presented over three sessions, usually in a ‘classroom’ setting.
• Food Safety and Hygiene Level 2
• Introduction to Professional Boundaries Prior to the pandemic, I ran the course for Coastline at their premises, with those wanting help
coming along to the sessions. Usually there were between three and twelve attendees. So, a typical
• Data Protection: Compliance Following GDPR course day for me would begin by making sure I had all my materials. Once everyone had arrived, I
• Safeguarding Adults at Risk – Housing Associations would go through the course material, taking questions and trying to help as many as possible. After
the end of the session, I would upload the email addresses of those who attended (to give them
• Health and Safety (for Employees)
access to helpful material on the Christians Against Poverty website) and head home. Following the
• Safeguarding Children and Young People – Housing final session of each course, I made myself available for one-to-one sessions with any who requested
Associations them.
Steve has also completed a two week external computer I always prefer to meet face-to-face, but circumstances since the end of March 2020 has made that
course organised by Jobcentre Plus, in which he was awarded his own tablet at the end. He is now impossible for the time being. Coastline now give me the details of those who have asked for help
completely digitally self-sufficient. With his growing confidence linked to his achievements through with their finances and I contact them via phone. My initial call will often last an hour or so, whilst I
volunteering, Steve has successfully continued on his recovery journey. take details of income, expenditure and outstanding debts. I then do some calculations and research
“My volunteering helps to occupy my day and keeps me busy. It keeps my brain ticking over and keeps various options available, before I make a second call.
me sober. It makes me feel positive and realise how fortunate I am. It gives me a sense of purpose and
This method, though, does give individual attention to each person and I can tailor my suggestions
brighter hope for the future. It keeps me focused and has helped me regain my self-confidence. I am
to be appropriate to their particular circumstances. So, in some ways, this may be a better service,
grateful to Coastline staff for turning my life around and giving me my self-respect back”. -Steve.
brought about by our current unprecedented circumstances.
As well as volunteering at the Homeless Service, Steve also donates his time to the local food bank,
helping to provide an essential service to the local community.
14 15
Volunteer Stories
12 Months of Success
Simone Bray
Simone Bray first approached Coastline’s Homeless Service Volunteering in a Pandemic
in September 2019 after recently completing her Level 2
Hairdressing course at Cornwall College. Simone was then
in the process of obtaining her Level 3 qualification and
was looking for opportunities to utilise her new skills and
gain experience. She felt a great way to do this while giving
something back to the local community was to donate free
haircuts to the clients of the Homeless Service. We felt this
was an amazing offer and due to the flexibility of Coastline’s
Volunteer Scheme we were able to create a ‘Hairdressing
Volunteer’ role based around Simone’s skills. As a result
Simone was able to start providing haircuts once per week at
our Chi Winder Day Centre.
Simone explains: “I approached the homeless centre as I
wanted to combine offering the homeless haircuts while
increasing my own confidence. What better way gain
experience whilst studying! My smile has never been bigger.”
On average Simone provides 10 cuts per session, and her
volunteer work is extremely valued by clients. Haircuts can
have a tremendous effect on how someone looks, feels Despite the COVID-19 pandemic Coastline’s volunteers phone instead. This has been essential during this
and acts but it is not always affordable or a priority for the have continued to go above and beyond in adapting to time of financial uncertainty for many. Our Together
homeless community. the ever evolving situation, ensuring that customers are For Families Volunteer and Community Investment
During the COVID-19 pandemic, Simone’s role unfortunately had to be put on hold. However this supported during this challenging year. Here are few Volunteer have also adapted to working from home
didn’t stop her from finishing her Level 3 qualification at Cornwall College and completing additional examples of what volunteers have been doing to help: and have been able to continue to support their team
training to ensure she would be COVID safe on her return. We are happy to say that Simone is now At Miners Court Extra Care scheme our Day Centre in meeting customer’s needs.
back cutting hair at Chi Winder Day Centre once again, and she has also started to provide haircuts Volunteers have adapted their role to become much At our Homeless Service volunteers have worked
to our Homeless Service Families Accommodation in Redruth. Providing free haircuts to the children needed Befriending Volunteers, kindly offering alongside colleagues to deliver COVID secure
that reside there has made a big difference especially during this time where people are feeling the conversation and companionship to customers who activities, eg cooking sessions and coffee mornings,
financial strain a lot more. reside there. They have also been providing regular ensuring that customers still have the opportunity to
“For the kids, it felt like a special treat to have someone come just for them, one of the boys had phone calls to those customers who are not Miners build life skills and engage with services.
a star cut into his hair which he was over the moon about. For one parent in particular who’s child Court residents but who would normally attend the
Where volunteers have been unable to come in on site
has behavioural issues it meant she had the wonderful patience and determination of Simone, and Day Centre, as our volunteers recognise that these
they have offered to help from home, providing admin
the time to eventually successfully cut a fringe which wouldn’t have been possible in a normal salon customers are the most at risk of becoming socially
support and the offer of befriending calls to customers
setting. It also saved the parent’s time having haircuts done in the accommodation, money, and the isolated during the pandemic. Feedback from customers
of the Homeless Service who live in our supported
hassle of trying to get haircuts through COVID restrictions which for both parents and children can has been really positive, with many commenting on
accommodation.
be quite daunting.” Leigh Fairweather, Families Support Worker how much they have appreciated the visits/ calls and
for some it has been a real life line. “It has not been an easy year, and I would like to
It’s clear that Simone has made a big impact since starting as a volunteer, and when she doesn’t
have her volunteer hat on she is busy running her new hairdressing business ‘Simone’s Mobile The delivery of our Money Management course has also take this opportunity to thank our volunteers for their
Hair & Nails’. We wish her luck in her new business and thank her for still donating her time to the been able to continue throughout lockdown, thanks to continued dedication to Coastline and our customers.
Homeless Service during this busy time. volunteers. Under normal circumstances the course is Without their commitment we would not be able to
delivered to groups of customers face-to-face however provide the breadth of services that we have during
our Money Management Volunteer has kindly adapted this turbulent time.”
his delivery to offer 1-2-1 support sessions over the - Tamsyn Pegler, Volunteer Manager
16 17
New Customer Voice group
2020 has also seen the launch of the Customer Voice group,
which is a core group of up to sixty customers who donate
their time to get involved in the shaping of service delivery
through the completion of scrutiny reviews. Members come
from all backgrounds and walks of life, and it is the diversity
of ideas and experience that makes the group a success. Sub-
groups form to undertake specific scrutiny reviews, so it’s
possible to get involved in finding out more about, and making
improvements to, the areas of the organisation that interest
them the most. The transformation has been substantial. The move away from formal, regular meetings, to a more
dynamic and agile digital platform, has meant that we are able to ensure that customers from all our communities
can get involved. This has been even more imperative this year, where physical meetings have not been possible
as it has enabled the group to continue their vital work virtually.
From Volunteers to Coastline Colleagues
New Volunteer and Partner Programme The last 12 months has seen three of our volunteers successfully gain employment, two of which have been here
Worker & Partner Programme relaunch at Coastline and we would like to take this opportunity to say a big welcome to the team!
This year has seen the creation of a new full time Volunteer Gerald Pitt started his volunteer journey in 2017, initially volunteering within the Tenancy Management Team
and Partner Programme Worker role based within Coastline’s providing vital admin support. He then started volunteering within the Homeless Service assisting customers in
Homeless Service team. Samantha Wortley was successful in their applications to Homechoice and Homehunt. In August 2020, Gerald achieved his ultimate goal of gaining
obtaining this role which will assist the Volunteer Manager in employment at Coastline, and is now a Housing Management Worker based at the Homeless Service.
ensuring that there is frontline support available for volunteers John Hosking became a Digital Access Volunteer in early 2019, based within the Customer Access Team at
based at the Homeless Service. The role also oversees the running Coastline House. His role was to assist vulnerable customers in accessing Coastline’s properties on Homehunt
of the Partner Programme which was successfully re-launched via supporting them with their applications and carrying out assisted bidding. John’s aim was to gain work
in August 2020! This has led to a number of clients donating experience at Coastline as a stepping stone into part time employment and in September 2020 was successful in
their time to enable the delivery of new projects such as Bike his application to the Customer Access Advisor role. A big congratulations to both Gerald and John!
Upcycling, Garden Projects and the Chi Winder Library.
Coastline Colleagues Join Thank You Brian Hosking
the Volunteer Force The time has come where Brian Hosking has
decided to hang up his shears at 17 Fore Street
During the height of the COVID-19 Garden project. Brian has been with the project
pandemic, we also saw colleagues from from its very start over 10 years ago! He worked
different departments across Coastline alongside Duchy College and Homeless Service
volunteering to help customers living at colleagues/clients to establish the garden,
Miners Court. From shopping for customers, and over the years Brian has made sure it has
to welfare checks that have brought so continued to grow and flourish.
much joy to customers, including escorting
them for walks around the gardens. As a way to say thank you for Brian’s dedication
Colleagues have also been volunteering we have presented him with a £100 B&Q voucher
outside of Coastline, supporting services for him to buy plants/equipment for his own
such as the local Food Banks, Volunteer garden. Brian said he won’t be a stranger and
Cornwall Befriending, Cinnamon Trust and will still come up to visit colleagues at Chi Winder.
many more. Everyone has pulled together Thank you Brian for all your hard work and
to ensure the most vulnerable in our local devotion to the garden project.
communities have had the support that
they need.
18 19New Volunteer Roles Investing In Volunteers (IiV) Steering Group &
There have been seven new volunteer opportunities Renewal
created this year based across the Coastline Group. In May 2020, we started the renewal process for our Investing In
Some of these have been created in response to Volunteers (IiV) Accreditation. This is the UK quality standard for all
changing customer needs, and others have been led organisations which involve volunteers in their work, and is renewed
by the skills/abilities of the volunteer. every 3 years. The renewal process ensures we are continuing to deliver
best practice in the management and support of Coastline Volunteers.
Digital Buddy, Customer Access & Community From start to finish this can take 9 - 12 months and we aim to achieve
Investment Teams the re-accreditation in January 2021. To ensure we continue to review
Buddying with Coastline customers, assisting them the volunteer scheme against the IiV standards a Steering Group
to access ‘My Coastline’ and other online services has been established with a wide membership of Board members,
that will increase their overall wellbeing. Buddying management, colleagues, volunteers and customers who meet together
can be carried out via digital drop in sessions out in bi-annually to review Coastline’s Volunteer Scheme.
the community or over the phone. “The meeting was very informative and well presented. Thanks to Tamsyn and her passion for the project. I would
also like to say that the willingness of people to help shows that people do care and want to make a difference to
Lettings Volunteer, Lettings Team people’s lives. Keep it going.” Joe De-Ville, Customer Voice Volunteer and Steering Group member.
Assisting the Lettings Manager and team with
administrative tasks, such as advertising Coastline
properties, preparing for new developments,
inputting data on our internal systems and assisting
customers in their applications to Homehunt.
Reception Volunteer, Miners Court Team
Assisting staff with the day-to-day running of the
reception area, helping to deal with customer and
visitor enquiries.
Befriending Volunteers, Miners Court Team
Befriending and providing companionship to
customers of Miners Court via phone and/or visits.
Partner Programme Naloxone Volunteer,
Homeless Service Team
Assisting the Substance Misuse Worker in the CATH Award Winners
delivery of Naloxone training to colleagues, In January 2020, the annual Customers At The Heart (CATH)
volunteers and clients. awards were held at Coastline House to celebrate the amazing
work our customers do, in their communities and with Coastline.
Partner Programme Gardening Volunteer,
Gerald Pitt was successful in winning the ‘Volunteer of the Year’
Homeless Service Team
award, due to his significant contribution working closely with
Developing Garden Projects across the Homeless
colleagues to bring extra help and support to many people
Service’s Supported and Crisis Accommodations, in
without a home or who are concerned about their current
partnership with colleagues, volunteers and other
housing situation.
clients.
John Hosking was also successful in winning the ‘Digital
Housing Management Volunteer and Partner, Achiever of the Year’ award following his extensive work with
Homeless Service Team vulnerable customers needing help to get online. Customer Voice
Assisting Housing Management with the effective Volunteer,
organisation of stock and donations held at the Wendy James, was also jointly commended as ‘Involved
Homeless Service, as well as assisting with building Customer of the Year’ for her ongoing work representing the
walk-rounds. views of wider tenants.
20 21You Spoke, We Listened, Create ‘How-
Homeless Service colleagues have working in
Together We Achieved
partnership with volunteers to create ‘How-To-
To-Guides’ for Guides’ which are important in enabling them
volunteers based at to carry out their roles. These are accessible to
Coastline Homeless all volunteers based at the Homeless Service,
Following the successful recruitment of the full time Volunteer Service to assist them and can be adapted as procedures change
and Partner Worker, the Partner Programme was re-launched with settling into the over time. Involving volunteers in the process
Re-launch of creating the guides has ensured that their
in August 2020. It was widely promoted amongst Homeless new building and way
the Partner priorities are incorporated into the documents,
Service colleagues and customers, as a result by the end of of working.
Programme the year eight Homeless Service customers were signed up and that colleagues are better able to
at Coastline as volunteers to the programme. Relaunching the programme understand any training needs.
Homeless during the pandemic was challenging, as there were
Service additional safety measures to take into consideration, such as
social distancing, but despite this, the programme has gone
from strength to strength.
Develop a This year has seen the creation of a Training
combined annual Brochure, which outlines the extensive training
Develop Coastline’s Customer Scrutiny delivery model, working training calendar on offer to all volunteers, work placement
closely with customers to ensure it is in-line with the Together for volunteers, participants, and customers. There has been a
with Tenants commitments and Coastline’s Trust Charter. work placements particular focus on our online training offer this
and customers. year, due to the lack of face-to-face delivery
Incorporating in- available as a result of the pandemic. Our online
house, online and training suite is now accessible to all customers
external training of Coastline, and this offer has been promoted
A joint review of Coastline’s Scrutiny model took place at the beginning of the year, via our website and social media pages. Uptake
between colleagues and the Customer Scrutiny Committee. The review looked at the
opportunities.
has been very positive. By the end of the year
existing delivery model and compared it against best practice amongst other Housing 101 training courses had been completed.
Associations. As a result of these discussions and the need to evolve to ensure we are in-
line with Together with Tenants, colleagues and customers worked collaboratively to design
a new scrutiny model.
The Customer Voice group was established, and in order to attract a more diverse and
representative membership an online platform, the Coastline Conversation, was launched The re-accreditation process started in 2020,
with a specific area for Customer Voice members to meet online, and discuss all aspects and has been overseen by the IiV Steering
of scrutiny, such as performance data, and updates for Board reports. The online space Group. This was the first time a steering group
enables members to get involved at times that suit them, and means that sub-groups can had been brought together to oversee the
be formed of members who live far away from one another geographically, so that they can Achieve the process, and the result was that there was more
collaborate on scrutiny work. Investing in diverse input and greater visibility across the
Volunteers (IiV) group regarding the process. A self-assessment
The Trust Charter was used to create a new scrutiny framework which directly links the Key re-accreditation against the IiV standards was completed and a
Performance Indicators and associated Local Offers with the Trust Charter commitments.
due in January subsequent development plan created. Over a
This will enable Customer Voice members to scrutinise services to ensure that the
2021. 5 month period this plan was actioned by the
commitments are being met. Scrutiny methods have also been changed, in response to
group and the IiV assessor was able to conduct
the review. Mystery Shopping has been established as a method of scrutiny, as well as
her virtual assessment in December 2020. We
Customer Voice members taking part in Community Standard visits. Desktop reviews will
await the panel’s decision regarding the re-
also continue, and the increased range of ways to scrutinise will enable members to use
accreditation in January 2021.
their skills and conduct scrutiny in areas that are of most interest to them.
22 23Volunteer Growth Strategy 2018 - 2020
Our objectives 2020 update Looking ahead – taking the learning from the
Growth Strategy and embedding into onward delivery
A volunteer structure chart has been created to
Increase the number of Focus on maintaining high levels of delivery and support,
enable the ongoing mapping of current and future
volunteer opportunities across and retaining a good spread of opportunity across the
volunteer opportunities, resulting in increased
the Coastline Group. group, as need and opportunity arise.
opportunities across the group.
Based on previous volunteer
recruitment and turnover
From 2018 volunteer numbers have grown by 68% Work with the IiV Steering Group to ensure that the level
highlighted in the table below,
over a two year period we aim
and there are volunteer positions across Coastline of delivery remains practical to support, and that high What we
Housing, Extra Care, and the Homeless Service. standards are maintained.
to increase our total number of
volunteers by 10 per year.
have achieved
The creation of the Volunteer Manager role
Between 2018 and 2020, methods of in 2019 has further embedded a culture of
Develop methods of volunteer recruitment included: volunteering across the Coastline group.
recruitment to engage a wider • Webinars Continue to utilise a range of methods of recruitment A comprehensive breadth of volunteer
audience, ensuring current • Videos of Volunteer Journeys to ensure we continue to reach a diverse audience of opportunities has been achieved, and a growth
roles are filled and future roles • Increased social media promotion potential volunteers when new posts become available. of 68%, demonstrating the success of the
can be recruited. • Increased promotions amongst external agencies i.e. scheme across the group.
DWP, Positive People, Cornwall College, Exeter Uni
We have obtained an optimal balance of
A number of methods were used to achieve volunteer numbers to ensure a wide range of
this, including: delivery alongside appropriate levels of support.
• Updates in colleague newsletters As such, future focus will shift from growth of
Embed the culture of • IiV re-accreditation progress shared across teams numbers (as outlined in the Growth Strategy)
Continue to embed the culture via upholding IiV to maintaining high standards of delivery and
volunteering across Coastline • IiV Steering Group membership from across
standards, and celebrating volunteering successes. support through embedding the learning of
Housing teams. the group
• Volunteer successes and achievements shared growing the scheme, and addressing new areas
• Meet and greet opportunities for colleagues and for roles as they arise.
volunteers organised We will continue to remain flexible in regard
Develop a quality assurance to customers’ needs and individual volunteer’s
process to ensure the IiV skill in the recruitment of volunteers. We
Creation of the IIV Steering group which will meet bi- now look forward to the next 12 months and
standards are applied Annual review/report of outcomes to ensure
annually to review the volunteer scheme and ensure the continued development of the Volunteer
consistently across the standards are met.
IiV standards are maintained. Scheme, in line with IiV standards, through
company as the Volunteer
Scheme grows. the recent establishment of the Investing in
Volunteers (IiV) Steering Group.
Recognise the hours donated
Time Credits issued, as well as achievements Central to the onward success of the Volunteer
by Coastline’s Involved Continue to celebrate volunteers and recognise
acknowledged via nominations for awards, eg: Scheme is the way in which feedback from
Customers and those that their time commitments.
Customer at the Heart Awards volunteers and customers is utilised. We
‘informally’ volunteer.
will ensure that the ‘you spoke, we listened,
together we achieved’ approach remains a
Create a system/ process to Internal Customer Relations Management tool focus of sharing learning with both internal
Continue to refine the systems used to ensure they remain
record volunteer outcomes, has been reviewed to ensure that it is capable of colleagues and volunteers, as well as customers
fit for purpose. E.g. update as training offer expands, so
which can be regularly reported capturing volunteering outcomes, which can then who benefit from the volunteer scheme.
that learning outcomes can be captured accurately.
to senior management. be reported to senior management.
24 25Volunteer Structure Charts The next 12 months
Looking forward to the next 12 months, the following areas have been highlighted for development. These have
Coastline House been decided by taking into account the feedback gathered throughout the year from volunteers, colleagues and
(Housing Services) customers, alongside the objectives set out in the Homes and Communities strategy.
Re-introduce quarterly volunteer meetings where
Customer Technical Tenancy Lettings colleagues can share staff briefings/updates,
Access Team Services Community Management Team volunteers can be consulted on changes across the
Investment Team
group, take part in decision making and network with
Digital Technical Befriending/ Lettings
volunteers based in other areas of the organisation.
Buddy (2) Services Volunteer Welfare Volunteer Volunteer
Develop a
CAP Money Community comprehensive
Together for Customer Voice Volunteer
Management Investment
Families Volunteer
Volunteer Volunteer
(60) Lead information and
support pack for
managers and teams
Re-launch the Miners
Homeless Service who are new to
Minders, when COVID-
hosting volunteers.
secure guidance allows.
Community
Homeless Service Front Desk Hairdressing Music
Champion
Admin Volunteer Volunteer (7) Volunteer Volunteer
Volunteer
Housing Partner
Engagement Wellbeing Life Skills Continue to expand Continue to Focus on the recruitment
Management Programme
Volunteers (7) Volunteer (4) Volunteer (4)
Volunteer Volunteers (8 - 10) the breadth of training develop new of welfare roles such as
offered to volunteers, and innovative Befriending Volunteers,
focusing on IT skills recruitment Digital Buddies and
Miners Court and use of our internal campaigns Wellbeing Volunteers
database systems, to ensure to meet increased
ensuring training is volunteer roles customer need due to
accessible to all. are filled. the pandemic.
Miners Activities Befriending Day Centre
Minders Lunchtime Reception
Volunteers Volunteers Volunteers
(5) Volunteer Volunteer
(2) (5) (5)
Develop a plan for the involvement
Key:
and support of young volunteers.
Blue – Current Volunteers Purple – Potential future Volunteer opportunities
Yellow – Role currently paused due to COVID-19 pandemic (_) – Role Capacity
26 27For more information on Coastline, please follow us on Twitter or like our page on Facebook
search for Coastline Housing 01209 200200
@Coastlinehouse www.coastlinehousing.co.uk
Coastline House, 4 Barncoose Gateway Park, Redruth, Cornwall, TR15 3RQ
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