FPM Volunteer Orientation Guide_Version1

Volunteer 

Orientation 

Guide

CONTENTS 

Introduction 

About FPM 

Family Homelessness in MA 

Our Families 

Our Programs 

Empathy 

Non-Discrimination 

Boundaries & Expectations 

Children in Shelter 

Volunteer Opportunities 

Reminders & Contact Info 

Assessment 

2

Introduction 

Introduction 

Welcome to 

Family Promise Metrowest! 

Volunteering with FPM is a hands-on 

opportunity to welcome our families into 

a safe and caring community. 

3

Introduction 

Volunteer orientation is 

divided into two parts: 

Virtual: This self-guided online 

orientation will take about an hour. 

In addition to reading the 

text, please be sure to 

watch all videos and 

follow links to our website 

for more information. 

Live: The live session will 

be conducted via video 

conference or in person, 

and will also take about an 

hour. You will be sent an 

email to sign up for the live 

session. 

4

Introduction 

To be qualified to volunteer directly with our 

families, you’ll need to: 

Register on CERVIS 

Complete this virtual orientation 

Take an online assessment 

Participate in a live training session 

5 5

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

6


Our Mission 

To transform the lives of families with 

children that are facing homelessness by 

mobilizing a diverse community to 

provide shelter, education, and 

comprehensive support. 

7


Our mission is supported by 

these core values: 

Partnership: We work together as a 

community to forge lasting solutions to 

the adversities our families face. 

Empathy: We approach our families with 

compassion and seek to understand and 

learn from each other. 

Equity: We believe in fairness and accept 

our responsibility to remedy injustices in 

our communities. 

Sustainability: We support our families in 

working toward a future of stability and 

independence. 

Stewardship: We strive to be good 

stewards of our resources in order to build 

a strong, healthy, and lasting organization. 

8


FPM was founded in 2008 by a network 

of multi-faith congregations that wanted 

to work together to address an alarming 

rise in family homelessness in the greater 

Boston region. 

9


Our network of 50 host and support congregations 

provide essential support and infrastructure for our 

Shelter program. In addition, they prepare or 

purchase all food for families in shelter and supply 

critical volunteers for numerous shelter roles. 

To see the entire list of congregations: 

Congregational 

Network 

10


We are an “Affiliate” of the national Family 

Promise organization founded by Karen 

Olson in Summit, NJ in 1988. 

Learn more about 

Family Promise 

National 

We are one of more than 200 Affiliates 

across the United States that are 

providing a holistic solution to family 

homelessness. 

11


There are two other Family Promise 

Affiliates in Massachusetts: 

Interfaith Hospitality Network 

of Greater Worcester and 

Family Promise North Shore Boston 

in Beverly. 

Interfaith Hospitality 

Network of 

Greater Worcester 

Family Promise 

North Shore Boston 

that's us! 

12


For information about how we serve 

families, Watch “A Home to Call My Own.” 

13

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

14


“Homeless” 

is not a type of person. 

It is simply a word that describes a person’s 

temporary housing state, which can occur 

for many reasons. FPM helps “families 

experiencing homelessness,” not “homeless 

families.” 

15


The most common root causes of family 

homelessness in the metrowest Boston 

region are a lack of affordable housing 

combined with low earnings. 

Did you know that 47% of Americans can’t 

cover an unexpected $400 bill without 

selling something or borrowing money? 

16


Other circumstances that may result in a family 

losing their home include: 

Job loss or reduction in hours 

Vehicle breakdown 

Medical bills 

Childcare closure 

Families face many challenges when 

applying for state shelter. 

And due to overwhelming demand, it 

has become even harder to get help. 

We are an alternative when state shelter 

or subsidized housing is not an option. 

17

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

18

Our Families 

We serve families with children that are: 

Low- and moderate-income 

Experiencing homelessness or at risk 

of homelessness 

Motivated to make changes that will 

move them out of poverty and into a 

sustainable future 

19

Our Families 

Our families are motivated and hardworking. 

When entering our programs the majority of 

our parents are: 

High school graduates 

Employed 

Earning $15-20/hour 

But even so... 

20

Our Families 

...a single parent earning minimum 

wage would have to work 

three to four full-time jobs 

to afford a modest two-bedroom 

apartment in the Boston area. 

This is simply impossible 

without assistance. 

21


Watch “Who Are You Preparing 

to Welcome?” 

22

Our Families 

These statistics will help you learn about the 

state of family homelessness in Massachusetts 

and the circumstances our families face: 

UNDERSTANDING 

FAMILY 

HOMELESSNESS 

23

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

24

Our Programs 

FPM is proud of our unique, family-focused 

approach. To develop our programming, we: 

Listen to our families 

Understand their individual needs 

Respond efficiently and effectively 

25

Our Programs 

Our four programs were all developed in 

response to the emerging needs of 

families in our region: 

Shelter 

Transitional 

Living 

LIFE 

Steps to Success 

26

Our Programs 

The Shelter Program 

At the heart of FPM is a broad network of 50 multifaith 

congregations. The “host” congregations furnish 

temporary overnight shelter for four families at a time 

by converting their classrooms into bedrooms for 3-4 

weeks per year, while “support” congregations 

provide additional volunteers and resources. 

During the day, our shelter families return to our Day 

Center in Natick—their home base while in shelter. 

This is where they keep their belongings and meet 

with their case manager, who supports them in 

establishing and reaching important goals. 

27

Our Programs 

The shelter model uses 

existing community resources: 

Multi-faith congregations for 

overnight shelter 

Volunteers to provide meals and 

overnight staffing 

Community agencies for additional 

resources and referrals 

28

Our Programs 

Our shelter model is: 

Replicable 

Cost-effective 

Community-driven 

For more information, 

please visit our website. 

SHELTER 

PROGRAM 

29

Our Programs 

The Transitional Living Program 

When families move out of shelter and back into 

apartments in the community, they enter our 

Transitional Living program (TLP). In this program, 

we help them reestablish their independence and lay 

the groundwork for long-term stability by providing: 

Subsidies toward housing expenses for one year 

Help in accessing furniture and household goods 

donations 

One to two years of ongoing case management 

to monitor their budget and ensure continual 

progress toward their goals 



TRANSITIONAL 

LIVING 

PROGRAM 

30

Our Programs 

The LIFE Program 

The Local Initiative for Family Empowerment (LIFE) 

program is a homelessness prevention program that 

supports families who are not yet homeless but at 

risk of eviction. This is our biggest program in terms 

of number of families served. Families in this 

program receive: 

Subsidy to pay off back rent 

One year of case management 

Monthly group meetings to build community 

and increase access to resources 

The LIFE program enables families to avoid the 

trauma of losing their home and entering shelter. 



LIFE 

PROGRAM 

31

Our Programs 

The Steps to Success Program 

The Steps to Success program helps parents and 

teenage children in any of our other programs find 

employment and educational opportunities that will 

help them break the cycle of poverty by maximizing 

their earning potential. Through this program, families 

can access: 

Trained volunteers to provide professional support 

Referrals to community partners that offer 

educational or employment resources 

Subsidies for tuition, course fees, or supplies 

Subsidies for employment- or education-related 

childcare or transportation 



STEPS TO SUCCESS 

PROGRAM 

32

Our Programs 

What Is Case Management? 

Case management meetings give families an 

opportunity to meet weekly (shelter) or monthly (TLP or 

LIFE) with program staff to discuss the particular 

challenges they are facing, set goals to tackle those 

hurdles, find the resources to meet those goals, and 

track their progress in achieving them. Goals are set in 

areas that are critical to their future sustainability, 

including: Finances, Healthcare, Employment, Parenting, 

Transportation, and Housing. 

Case management provides a supportive structure for 

families to create their own change. It is a critical 

aspect of our approach to helping families achieve 

long-term success. 

33

Our Programs 

Our Impact 

Since our founding in 2008, we have provided 

shelter and support for close to 300 families, 

including almost 350 adults and 500 children. For 

an overview of the outcomes we achieved in our 

programs last year, please visit the “Our Impact” 

page on our website or read our most recent 

Annual Report. 

OUR 

IMPACT 

ANNUAL 

REPORTS 

34

Our Programs 

Watch “Nicole’s Story” to understand 

the impact of our programs on the 

families we serve. 

35

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

36

Empathy 

Try to imagine if... 

...you had no place to go 

at the end of a long day. 

...you had no place to 

invite friends to gather. 

...you had no place to seek 

refuge during a storm, or a 

pandemic. 

37

Empathy 

Although our families are motivated and resilient, 

many of them are coming from difficult and 

complicated histories. Losing a home can make 

them feel: 

Overwhelmed 

Depressed 

Sad 

Anxious 

38

Empathy 

The stress of a housing crisis can also affect an 

individual’s behavior. On the outside it might 

look like: 

Detachment 

Exhaustion 

Indifference 

Ungratefulness 

39

Empathy 

If the stress of homelessness and group living 

leads a guest to withdraw, please avoid taking 

their lack of engagement personally. Let empathy 

and understanding be your guide. 

Even with these stressors in mind, guests and 

volunteers are expected to always interact 

respectfully with one another. If you are ever 

uncomfortable with a guest’s behavior, please 

report your concerns to the Shelter Program 

Coordinator. 

40

Empathy 

Volunteers can positively impact someone who is 

experiencing homelessness. Compassion, patience, 

and empathy help our families understand that we 

are there to support them, not to judge. Supportive 

volunteer behavior includes: 

Respecting 

privacy and 

boundaries 

Responding 

without 

judgment 

Being present 

with guests 

Offering 

understanding 

and grace 

41

Empathy 

Volunteer behavior that does not support our 

families’ privacy and autonomy includes: 

Expressing 

criticism or 

judgment 

Asking 

personal 

questions 

Offering 

unsolicited 

advice 

Overruling 

a parent’s 

decision 

42

Empathy 

Volunteers’ attitudes and actions can have a 

lasting positive impact on our guests. 

Volunteers’ impact may be cumulative and not 

necessarily recognized by either party at the 

moment of interaction. Simple acts of kindness 

can create change in ways you may never fully 

witness. 

43

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

44


FPM celebrates differences in our community of 

families, staff, and volunteers. We strictly adhere 

to our Non-Discrimination Policy: 

FPM works to serve its clients 

respectfully and does not 

discriminate on grounds of race, 

religion, ethnicity, national origin, 

age, gender, physical disabilities, 

sexual orientation, 

or economic status. 

45


Discrimination also applies to how we view and treat 

people who come from different housing situations. 

Think about the images you have of those who are 

facing homelessness. What assumptions do you 

make about them? Do you envision: 

or ? 

or ? 

46


Think about how your past exposure to people 

experiencing homelessness may have shaped your 

assumptions about how, or why, a family might 

find itself without a home. 

You will meet families in our programs who have 

been through a lot. They are also strong, resilient, 

hard-working, and have proven time after time that 

they can overcome their circumstances. They just 

need to know you believe in them. 

47

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

48


Establishing appropriate boundaries between 

volunteers and guests creates a respectful and 

beneficial experience for everyone. The result is: 

A safe and comfortable space 

Appropriate sharing 

Healthy and positive connections 

Watch “Boundaries Create a 

Beautiful Experience” 

49


Guests appreciate volunteers who are: 

Kind 

Accepting 

Warm 

Nonjudgmental 

Loving 

50


Preferred ways to interact with guests: 

Greet guests with grace and hospitality 

Introduce yourself 

Learn their names 

Let guests lead the conversation 

Be an empathetic listener 

Don’t take offense if they don’t want to talk 

Think before you speak 

Be careful not to overshare about yourself 

Treat guests as your equal 

To guide your respectful interactions 

with our guests, please remember 

the following guidelines... 

51


Don’t probe into families’ personal lives. 

Being asked to share personal information is an 

emotional burden for our guests. They may feel 

embarrassed, tired of talking about what brought 

them to FPM, or may simply wish to keep their 

personal life private. Their need for privacy must 

always be respected. If a family seems open to 

conversation, choose engaging and non-intrusive 

questions: 

How was 

your day? 

Did you watch 

the Pats game 

last night? 

What activities 

do your kids 

enjoy? 

Do you have 

any hobbies? 

52


Don’t give gifts directly to guests. 

If a guest tells you they need something beyond 

what is typically provided by the overnight host 

(such as food, bedding, or first aid supplies), 

please inform the Shelter Program Coordinator. If 

you’d like to make a donation to help a family, you 

can discuss it directly with the coordinator. 

The Shelter Program Coordinator will review the 

situation and make sure the family’s needs are 

being met. 

53


Protect our families’ privacy. 

If a guest chooses to disclose a part of their 

experience to you, do not share this information 

with others unless there is a safety concern. In 

this case, please report the information to the 

Shelter Program Coordinator by calling our main 

number. 

All information obtained from or concerning 

guests is privileged communication. Guests’ right 

to confidentiality and privacy must be preserved. 

It’s natural to want to discuss your volunteer 

experience with your family and friends, but 

never share names or other details that might 

identify guests. 

54


Please don’t proselytize. 

Proselytizing—that is, promoting your personal 

religious beliefs—is not acceptable. Although 

many individuals volunteer as an expression of 

their faith, discussing or advocating for these 

beliefs with guests is inappropriate. Guests are 

welcome to worship at network congregations 

if they choose, and volunteers can provide 

details about services if they are asked. But 

volunteers may not invite or encourage guests 

to attend services, as that may be perceived as 

an expectation or obligation. Respecting a 

broad diversity in thought and faith is central to 

our mission. 

55


Don’t take pictures of guests. 

A family’s struggle with housing insecurity and 

their journey back to stability is their own story 

to tell. To respect their privacy, do not take 

photographs or videos during any of your 

volunteering shifts when families are present. 

Likewise, do not share any information about 

our families on your social media accounts. We 

ask that you refrain from using your cell phone 

in our families’ presence to avoid any concern 

that you might be taking pictures or videos. 

56


Our Volunteer Agreement 

Please read and sign our Volunteer Agreement to 

indicate your support of our guidelines regarding 

confidentiality, non-proselytizing, nondiscrimination, 

and photography. You can access 

and print the agreement by clicking on the link 

below. When you have signed the agreement, 

please do ONE of the following: 

1. Scan or take a photo of the agreement and email 

it to volunteer@familypromisemetrowest.org. 

2. Mail the signed form to Family Promise 

Metrowest, 6 Mulligan Street, Natick, MA 01760, 

Attn: Volunteer Coordinator. 

3. Drop your signed copy in our mailbox in front of 

our building at 6 Mulligan St., facing South Ave. 

VOLUNTEER 

AGREEMENT 

57

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

58


The average age of a child in 

our shelter is only 6 years old. 

During the 2018-2019 year, 

24,777 students experienced 

homelessness in public 

schools across Massachusetts.* 

Children without homes are 

more likely to suffer from 

chronic disease, hunger, and 

malnutrition.** 

*Massachusetts Coalition for the Homeless **American Academy of Pediatrics, 2013. 

59


Entering shelter is often traumatic for children. 

Although many younger 

children do not 

comprehend that they are 

in a shelter and happily 

engage with our friendly 

volunteers... 

...being in shelter is 

often emotionally 

difficult for middle and 

high schoolers. 

Children this age often 

do not want to interact 

with volunteers and 

will retreat to their 

rooms. Respect their 

need for privacy. 

60


Remember, at first we are all 

strangers to guest children. 

When meeting a child in shelter: 

Introduce yourself to the parent first 

Let the parent direct their child how 

to greet/interact with you 

Follow a child’s lead for whether 

they’d like to interact 

Children need time to adapt to the FPM 

environment and it is the parents’ job to guide 

this process. 

61


Remember, parents do the 

parenting. 

This creates consistency for children while 

respecting and empowering parents. Unless a 

child is in immediate danger of harm, it is not 

appropriate for a volunteer to: 

Contradict a parent’s instructions to 

their children 

Correct a child’s behavior 

Punish a child in any manner 

Offer parenting “advice” to parents 

62


Remember, parenting styles 

are subjective. 

FPM families come from a wide variety of 

experiential and cultural backgrounds. What may 

seem overly restrictive or permissive to you may 

be perfectly aligned with a parent’s own 

upbringing, beliefs, or culture. 

Resist the temptation to evaluate their 

parenting style through the lens of your own 

life experience. 

63


Remember, parents are 

responsible for their children. 

All young children under the age of 12 must be 

supervised at all times by their parents. Children 

over 12 do not have to be in their parent’s sight at 

all times, but it is their parents’ job to supervise 

them. 

Volunteers can never be alone with children of 

any age. 

64


FPM is a “mandated reporter” 

of suspected incidents of 

abuse or neglect. 

If a volunteer suspects a child is being abused or 

neglected, they should immediately communicate 

their specific concerns to our Executive Director. 

We will undertake necessary actions to 

investigate the incident. 

65

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

66


FPM’s success hinges on the commitment 

and passion of all our volunteers. 

Without you, we simply 

would not exist. 

67


Our most effective volunteers are: 

Empathetic 

Responsible 

Flexible 

68


Although you may anticipate that your volunteer 

shift will go a certain way, the reality may be 

different because of all the variables involved. 

Sometimes children don’t want to play, or the 

phone doesn’t ring, or a family has to work late 

and misses dinner. 

Please be flexible with your expectations and 

remember that simply signing up, showing up, 

and being present for our families (or staff) if they 

need you is the greatest gift you can offer. 

69


Ways to Volunteer 

There are many ways to share your time and skills 

with our families and staff. Some examples include: 

Cooking meals 

Academic tutoring 

Moving support 

Donation drives 

Office support 

Event support 

For information about current opportunities: 

WAYS TO 

VOLUNTEER 

70


Cooking Meals 

Families, schools, and local businesses often cook 

meals together to deliver to our families. It’s a great 

way to have fun while helping others. 

71


Shelter Set-Up 

When our families are being sheltered at a 

congregation, volunteers are needed to set up and 

break down rooms, in addition to doing laundry. 

72


Academic Tutoring 

Trained volunteers provide online tutoring to 

families by offering support in completing school 

assignments. 

73


Moving Support 

As families move into new homes, we need 

volunteers to help collect furnishings and other 

needed supplies to prepare for a new home, and 

others to help move furniture and belongings on 

moving day. 

74


Donation Drives 

We have drives throughout the year to provide the 

basic essentials of food, toiletries, clothing, and 

school supplies to enable families to save the 

majority of their income for future housing. 

75


Office Support 

Day Center volunteers work in the front office 

greeting guests, answering the phone, and helping 

with projects. Weekday volunteering is typically 

busy while weekends are quieter (perfect for 

student volunteers over 18 who can offer us help 

while taking advantage of the quiet time to study). 

76


Event Support 

We sponsor two major and several smaller events a 

year and are often looking for volunteers to help us 

on the day of the event with set-up, ticket sales, 

and other roles. This is a great way to support our 

organization while having fun too! 

77

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

78


Remember: 

It’s normal to feel a bit anxious the first 

time you volunteer. These feelings will 

pass quickly. 

Please read all emails carefully to ensure 

you are on-time and prepared. 

If unexpected situations arise, use your 

best judgment. Our primary goal is safety 

for all. 

If a medical emergency arises, call 911. If a 

non-life-threatening emergency arises, call 

Uber or Lyft. Never drive guests in your 

car. 

Do not hesitate to reach out to our office with 

any questions prior to your shift. 

79


To Do: 

Email or mail us your signed Volunteer 

Agreement form (see pg. 57). 

Create a volunteer profile on CERVIS. 

Sign up for a live training session on 

CERVIS. 

Sign up for our e-mailing list on our 

website. 

Follow us on social media: 

80


To learn more about us: 

Our Staff & Board 

To contact us: 

6 Mulligan Street, Natick, MA 01760 

familypromisemetrowest.org 

info@familypromisemetrowest.org 

508-318-4820 

81

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 






Assessment 

82

Assessment 

Please complete this orientation by taking our 

brief assessment. This assessment is not a “test,” 

but rather a continuation of your learning. You 

will not be “graded.” 

Please click the button below: 

ASSESSMENT 

83

Assessment 

CONGRATS! YOU'RE DONE! 

AND THANK YOU. 

Your commitment to helping our families makes 

a difference. See you at the live training soon! 

84

FPM Volunteer Orientation Guide_Version1

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