FPM Volunteer Orientation_2023

Volunteer 

Orientation Guide

Contents 

Introduction 

About Family Promise Metrowest 

Our Families 

Our Programs 

Leading with Empathy 

Practicing Non-Discrimination 

Respecting Boundaries 

Supporting Children in Shelter 

Volunteer Opportunities 

Youth Volunteering 

CERVIS 

Contact Info & Final Reminders 

Last Steps 

3 

5 

15 

19 

29 

37 

39 

47 

53 

65 

67 

70 

75 

2

Introduction 

Welcome to Family Promise Metrowest! Volunteering 

with FPM is a hands-on opportunity to welcome our 

families into a safe and caring community. 

This orientation guide is a self-paced introduction to 

our organization and the families we serve. It'll take 

about an hour to complete. In addition to reading 

the text, please be sure to watch the videos and 

follow links to our website for more information. 

3

Introduction 

To be qualified to volunteer directly with our 

families, you’ll need to: 

Complete this online orientation 

Take the assessment at the end of this book 

Register on CERVIS, our online volunteer 

platform (for volunteers ages 14+) 

Come into our office to fill out a background 

CORI check form (for weekend and overnight 

shifts only) 

5 4

About Family Promise Metrowest 

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. 

5

About FPM 

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. 

6


FPM is a 501(c)3 nonprofit organization 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. 

We are an “Affiliate” of 

the national Family Promise 

organization founded by 

Karen Olson in Summit, NJ in 1988. There 

Family Promise 

National 

are nearly 200 Affiliates across the U.S., including 

one other in MA: Family Promise North Shore 

Boston in Beverly. 

7


Our network of 50 congregations from across the 

Metrowest region provides essential support for our 

Shelter program, including preparing or purchasing 

food for families in shelter and fulfilling critical 

volunteer roles. 

To see the entire list of 

congregations: 

Congregational 

Network 

8


FPM relies on a broad network of donors to support 

our programs. These include foundations, businesses, 

and local civic groups. 

Foundations Businesses Groups 

9


We also receive support and supply donations from 

individuals, families, and local schools. 

Finally, we host two major fundraisers each year, a 

walkathon in the spring and a gala in the fall. 

To learn more about the 

different ways people give: 

Ways to Donate 

10


The Day Center 

Our organization and shelter are located in our Day 

Center at 6 Mulligan Street in Natick, MA. We are 

open to visitors Monday to Friday from 9 am to 5 pm. 

Our main entrance faces South Ave. and requires the 

navigation of six steps. An accessible entrance with a 

ramp is available through our family entrance in back 

(please call our office to arrange this access). 

11


Our building features: 

A large community space, where we hold meetings 

and workshops and where our families and 

volunteers dine in the evening 

A Bright Horizons "Bright Space" playroom on our 

basement level 

An outdoor play space with toys and bikes 

An enclosed patio with tables, umbrellas, and grill 

Family living space including private bedrooms, 

bathrooms, and a kitchen, used by volunteers only 

for food prep and clean-up 

Staff offices and a studio apartment for our live-in 

shelter manager


Watch “Day Center Orientation,” a tour 

of our facility created by one of our high 

school volunteers. 

13


For information about how we serve 

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

14

Our Families 

“Homeless” 

is not a type of person. 

It is simply a word that describes a person’s 

temporary housing status, which can be the result 

of many circumstances. We describe the families we 

support as “families experiencing homelessness” or 

“families facing homelessness.” We do not describe 

them as “homeless families.” 

15

Our Families 

The most common root causes 

of family homelessness in the 

metrowest Boston region are a 

lack of affordable housing 

combined with low earnings. 

Other circumstances that may result in a family 

losing their home include: 

Job loss or reduction in hours 

Medical bills 

Increase in childcare cost 

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 

government-supported housing 

is not an option. 

16

Our Families 

We serve families with children under age 18 that are: 

Low- and moderate-income 

Experiencing homelessness or at risk of 

homelessness and shelter entry 

Massachusetts residents, with priority given to 

families residing in the Metrowest region at the 

time of their housing crisis 

When entering our programs the vast majority of our 

parents are employed and earning $15-$20 per hour. 

However, a single parent earning this 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. 

17

Our Families 

These statistics will help 

you learn about the state 

of family homelessness in 

Massachusetts and the 

circumstances our families often face. 

UNDERSTANDING 

FAMILY 

HOMELESSNESS 

Watch “Who Are You Preparing 

to Welcome?” 

18

Our Programs 

We offer four programs that address a spectrum of 

housing and stabilization challenges for families in 

our region. These programs were developed by: 

Listening to families 

Understanding their individual needs 

Working with them to develop solutions 

We are proud of this unique, family-focused 

approach, which is flexible and responsive to the 

challenges that are constantly emerging for families. 

19

Our Programs 

Our programs rely on the 

following community resources and 

partnerships to support our families: 

Volunteers from congregations 

and the wider community to 

provide meals, companionship, 

and professional support. 

Partnering service agencies, which 

offer additional resources, services, 

and referrals to families in all our 

programs. 

Generous donors, who provide 

food, clothing, gift cards, toiletries, 

holiday gifts, and monetary 

donations. 

20

Our Programs 

The Shelter Program 

Our shelter was launched by a network of multi-faith 

congregations that provided temporary overnight 

shelter by converting their classrooms into bedrooms 

on a rotating basis, while volunteers provided meals 

and overnight companionship. 

After converting our Day Center into a permanent 

shelter in 2022, our families now reside on-site 

throughout their participation in the program. 

Volunteers from our network congregations and the 

greater community come into our center, the families' 

home, to provide meals and supportive 

companionship. 

For more information, 

please visit: 

SHELTER 

PROGRAM 

21

Our Programs 

The SAIL Program 

When families move out of shelter and back into 

apartments in the community, they enter our SAIL 

program (Sustaining Achievements for Independent 

Living). In this program, we help them reestablish 

their independence and lay the groundwork for longterm 

stability by providing: 

Financial support (“subsidies”) toward housing 

costs for one year 

Help in accessing furniture and household goods 

donations 

One year of ongoing family coaching to monitor 

their budget and ensure continual progress 

toward their goals 


please visit: 

SAIL 

PROGRAM 

22

Our Programs 

The LIFE Program 

The LIFE program (Local Initiative for Family 

Empowerment) is a homelessness prevention and 

shelter diversion program that supports families who 

are not yet homeless but at risk of eviction or shelter 

entry. This is our biggest program in terms of 

number of families served. LIFE families receive: 

Subsidies to pay for back rent, a security deposit, 

broker's fee, or other temporary housing costs 

Up to one year of family coaching 

The LIFE program enables families to avoid the 

trauma of losing their home and/or entering shelter. 


please visit: 

LIFE 

PROGRAM 

23

Our Programs 

The Steps to Success Program 

The Steps to Success program helps parents and 

teenage children in our housing programs find 

employment and educational opportunities that will 

increase their earning potential and help break the 

cycle of poverty. 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 

Scholarships to help pay for college expenses 


please visit: 

STEPS TO SUCCESS 

PROGRAM 

24

Our Programs 

Family coaching meetings give families an opportunity 

to meet weekly (shelter) or monthly (SAIL/LIFE) with 

program staff to discuss the particular challenges they 

are facing, set goals to tackle those obstacles, find the 

resources to meet their goals, and track their progress 

toward success. Goals are set in areas that are critical 

to their future sustainability including: Finance, Health, 

Employment, Education, Parenting, Transportation, 

and Housing. 

Family Coaching 

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. 

What Is Family Coaching? 

25

Our Programs 

The Impact of Our Programs 

Since our founding in 2008, we have provided shelter 

and support for over 400 families, including over 500 

adults and 700 children. In 2022, we served: 

73 FAMILIES 

88 122 

ADULTS 

CHILDREN 

This was a: 

INCREASE IN FAMILIES SERVED 

14% OVER 2021 NUMBERS. 

For an overview of the outcomes our families achieved 

over the last few years, please read our most recent 

Annual Reports. 

2019 ANNUAL 

REPORT 

2020 ANNUAL 

REPORT 

2021 ANNUAL 

REPORT 

26

Our Programs 

Although FPM offers the structure for success, it is 

our families themselves that create remarkable 

change. In 2022: 

100 

percent 

100 

percent 

100 

percent 

of Shelter families moved 

from shelter into 

affordable apartments 

of SAIL families established 

and maintained safe, 

stable housing 

of LIFE families avoided 

shelter entry and 

remained in their homes 

67% 

of Shelter families 

reduced their overall debt 

67% 

of SAIL families reached 

their debt reduction goal 

82% 

of LIFE families increased their 

income while in the program 

100% 

of Shelter families secured 

safe, affordable childcare 

100% 

of SAIL families were 

employed full-time 

75% 

of LIFE children with academic 

needs received support services 

27

Our Programs 

Watch “Nicole’s Story” to understand 

the impact of our programs on the 

families we serve. 

28


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 visit. 

you had no place to seek refuge 

during a storm, or a pandemic. 

you had nothing to feed 

your children for dinner. 

29


Although our families are motivated and resilient, 

many of them have difficult and complicated 

histories. Losing a home only amplifies these 

challenges and can make them feel: 

Overwhelmed 

Depressed 

Sad 

Anxious 

30


The stress of a housing crisis can also affect an 

individual’s behavior. On the outside it might 

look like: 

Detachment 

Exhaustion 

Indifference 

Ungratefulness 

31


In the following video, produced by Family 

Promise National, a shelter graduate describes 

the trauma families face when losing their home, 

their community, and their sense of belonging, 

and the uncertainty they face when entering a 

congregate setting. 

Watch “Setting the Table for Success” 

32


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 

33


Volunteer behavior that does not support our 

families’ privacy and autonomy includes: 

Expressing 

criticism or 

judgment 

Asking 

personal 

questions 

Offering 

unsolicited 

advice 

Overruling 

a parenting 

decision 

34


Tips for Communicating 

with Empathy 

Always inquire with families how 

you can best support them. For example, 

"Would you like me to set the table?" or "Can I 

help you with the dishes?" empowers them to 

decide where they need help. 

Remember that empathic communication is not 

just the words you say but also your actions and 

even facial expressions. Make sure they are 

aligned with your good intentions. 

Be observant of families’ cues. A lack of eye 

contact, clenched jaw, or torso turned away can 

all signal a desire to disengage. Do not take this 

personally. Our families are under stress and 

sometimes need time away from others. 

Even with these stressors in mind, families and 

volunteers are expected to interact respectfully 

with one another. If you are ever uncomfortable 

with an individual’s behavior, please report your 

concerns to our Program Director (see page 70). 

35


Volunteers’ attitudes and actions can have a 

lasting positive impact on our families. 

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. 

36


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 

or gender identity, physical disabilities, sexual 

orientation, or economic status. 

Discrimination also applies to how we view and treat 

people who come from different housing situations. 

37


Think about the images you have of those who are 

facing homelessness. Do you envision: 

or ? 

or ? 

Your past exposure to people experiencing 

homelessness may have shaped your assumptions 

about why a family might find itself without a home. 

As you meet our resilient, hard-working families, 

remember they are just like all of us, and simply need 

the resources, support, and time to achieve their goals. 

38


Establishing respectful and appropriate boundaries 

between volunteers and families creates a beneficial 

environment for everyone. Our families appreciate 

volunteers that: 

Greet them with kindness 

Introduce themselves 

Learn their names 

Are good listeners 

Are gracious if they don’t want to talk 

Treat them as equals 

To guide your respectful interactions 

with our families, please remember 

the following guidelines... 

39


Avoid probing into families’ personal lives. 

Being asked to share personal information can be an 

emotional burden. Parents 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? 

40


Help us protect our families’ privacy. 

If a family member 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 our Program Director (see page 70). 

All information obtained from or concerning 

families is privileged communication. It’s natural to 

want to discuss your volunteering experience with 

your family and friends, but never share names or 

other details that might identify a family member. 

Their right to confidentiality and privacy must be 

respected at all times. 

41


Respect our families personal space. 

Remember that the Day Center is our families' 

home during their stay in our shelter program. 

Please treat the family area of the Day Center the 

same way you would treat anyone else's private 

home. This includes all space beyond the swinging 

door off the community meeting room. Do not 

enter that space without first knocking and being 

invited to enter. Families might be bathing 

children, wrapping up some work, or simply wish 

to have quiet time alone. They need protected 

personal space just like all of us. 

42


Don’t take pictures of our families. 

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. 

43


Don’t give gifts directly to families. 

If a family tells you they need something beyond 

what is typically provided by the program (such as 

food, bedding, or first aid supplies), please inform 

the Program Director (see page 70). If you’d like to 

make a donation to help the family, you can 

discuss it directly with the Director. 

The Program Director will review the situation and 

make sure the family’s needs are being met. 

44


Respect the diversity of our community. 

Respecting a broad diversity in thought and faith is 

central to our mission. Although many individuals 

volunteer as an expression of their deeply held 

values, please do not discuss or advocate for your 

personal beliefs, religion, or political affiliation with 

our families. 

45


Respecting these guidelines will create a safe and 

comfortable space for everyone, and will create 

healthy and positive connections between our 

families and our volunteers. 

Watch “Boundaries Build 

Beautiful Experiences” 

46


A few key statistics about children and homelessness: 

The average age of a child 

in our shelter is only 6 

years old. 

In the 2020-2021 school 

year, 19,954 students 

experienced homelessness 

in Massachusetts.* 

Children without homes are 

more likely to suffer from 

chronic illness and hunger.** 

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

47


Entering shelter is often 

traumatic for children. 

Although many younger 

children don’t 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. 

48


To make sure that we are sensitive to the special 

needs of the children in our programs, here are 

some helpful pointers: 

We are all strangers to the 

children at first. 

When meeting a child in our 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. 

49


Let 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 

50


Parenting styles are different 

and 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. 

51


Parents are responsible for 

their children. 

Volunteers can never be alone with children of 

any age. All children under the age of 6 must be 

supervised at all times by their parents. Older 

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

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

them. 

FPM is a “mandated reporter” of 

suspected incidents of abuse or 

neglect. If a volunteer suspects a 

child is being mistreated or 

neglected, they should 

immediately communicate their 

concerns to our Program Director 

(see page 70). 

52


The success of our families and our organization 

hinges on the commitment and passion of all our 

volunteers. We can't do what we do without you. 

Being an FPM volunteer requires balancing multiple 

skills. Our most effective volunteers are: 

Responsible & 

Flexible 

Compassionate & 

Empathetic 

53


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 a family 

has to work late and misses dinner or a tutoring 

session with you. 

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. 

54


There are many ways to share your time and skills 

with our families and staff. Some examples include: 

 

Shelter Support 

Weekend Volunteers 

Cooking Meals 

Academic Tutoring 

Sharing Professional Skills 

Moving Support 

Event Support 

Donation Drives 

For information about current opportunities: 

WAYS TO 

VOLUNTEER 

Any questions about volunteering can be directed to 

our Volunteer Coordinator (see page 70). 

55


Shelter Support 

Volunteers are needed for various roles in the 

Shelter program, including room preparation, 

childcare, and grocery shopping. Volunteers are 

also welcome to bring games and crafts to share 

with the children in shelter. 

In the evening, most families return to their private 

space by 8:00pm so the kids can get ready for bed. 

Volunteer presence during this quiet time before 

the Shelter Manager relieves you at 8:30pm 

provides reassurance for both our families and staff. 

56


Weekend Volunteers 

Weekend volunteers provide essential shelter 

coverage while our staff is off-duty, ensuring our 

building is safe and families have someone to turn to 

if needs arise. Since families are typically out and 

about on weekends, this role can be very quiet. 

However, it's perfect for student volunteers over 18 

(who can take advantage of the time to study) or 

others who don't mind a bit of downtime to do a 

crossword, knit, or write a best-selling novel. 

Weekend volunteers receive a door code to access 

the building in the week prior to their shift. 

57


Cooking Meals 

Many individuals and families love preparing dinners 

for our families in shelter. It's also a popular activity 

for school and business groups—a great way to have 

fun while helping others. Meals are delivered by 5pm 

and should be labeled with ingredients and serving 

instructions. An outdoor grill is also available for use 

when weather permits. 

58


Academic Tutoring 

Trained volunteers provide tutoring to families by 

offering support in completing school assignments 

or in building academic skills. Tutoring can take 

place online or in-person. 

59


Sharing Professional Skills 

We sponsor in-house classes for our families to 

build knowledge in financial literacy, good tenancy, 

and other essential life skills. We are always 

seeking volunteers with experience in these areas 

to help teach these classes. Your professional 

experience can add great value to course content 

and discussions. 

60


Moving Support 

As families move into new homes, we often need 

volunteers to collect furnishings and other needed 

supplies to prepare for a new home, and others to 

help move furniture and belongings on moving day. 

61


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! 

62


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. 

Volunteers can help coordinate drives at our office 

or in their own workplace or school. 

63


The Impact of Volunteers 

Hear how a thoughtful gift from a volunteer 

helped a family feel at home (90 sec). 

A father speaks to the importance of volunteers 

in creating a home at Family Promise (40 sec). 

64


If you are 14 or older, after you complete this 

orientation and the live training, you are eligible to 

volunteer independently with our families. 

Volunteers who are under age 14 are invited to 

volunteer with their parent(s) or a guardian over the 

age of 18. We ask adults who would like to 

volunteer with their children to ensure that these 

younger volunteers are prepared to interact with 

our families with empathy and respect. 

To do this, feel free to review this online training 

book with children ages 10-13, using your 

knowledge of your 

child to select only 

the sections that you 

feel they are ready 

to learn about. 

65


To support your conversations with younger children 

(under age 10), here are a few additional resources: 

 

Story Videos for Young Children 

A Place to Stay: A Shelter Story, by Erin Gunti 

The Lady in the Box, by Ann McGovern 

Fly Away Home, by Eve Bunting 

A Rainbow Kind of Day, by Sesame Street 

Reading List for Older Children 

Just Under the Clouds, by Melissa Sarno 

Stay, by Bobbie Pyron 

Rich: A Dyamonde Daniel Book, by Nicki Grimes 

Videos about Homelessness 

Parents and Kids Talk About Homelessness, by National Alliance to 

End Homelessness 

Videos on the Family Promise Metrowest YouTube channel 

Sesame Street in Communities website 

has a section focused on family 

homelessness that offers numerous ageappropriate 

resources for parents and 

guardians to discuss this challenge with 

their younger children. They recently 

introduced a new muppet character, Lily, 

whose family has lost their home. 

66 

5

CERVIS 

CERVIS is our online volunteer engagement platform. 

New volunteers register for an account and then log 

in to register for available volunteer opportunities. 

Each week a different organization in our network 

serves as the shelter "host" and is responsible for 

filling available volunteering roles. Although many of 

the organization’s members sign up, these roles are 

open to anyone from our broader community. 

Once you register for a shelter role, you'll receive a 

confirmation email that includes the name and 

contact info for your Event Leader. Closer to your 

volunteer date, you may also receive an email from 

the Event Leader with more details about your role. 

67

CERVIS 

FPM also reaches out to CERVIS registrants 

periodically with opportunities that match your 

stated interests in your profile. Volunteers are asked 

to keep their CERVIS profile up to date with 

accurate information, including contact information, 

interests, and professional affiliations. The more 

information you provide on your profile, the better 

we can match you to volunteer needs. 

The link to our CERVIS portal is found at the top of 

our homepage. 

68

CERVIS 

Late Arrivals & Cancellations 

Late Arrival: 

If you are running late for your shift, please contact 

that week’s Event Leader listed in the confirmation 

email you received from CERVIS upon registering. 

Cancellations: 

If you are cancelling at least 48 hours in advance, 

please log into CERVIS and unregister yourself from 

the opportunity. If you are cancelling last-minute, 

please call that week’s Event Leader directly. 

Any further questions about 

volunteering can be 

directed to our Volunteer 

Coordinator (see page 70). 

CERVIS 

69


6 Mulligan Street, Natick, MA 01760 

www.familypromisemetrowest.org 

volunteer@familypromisemetrowest.org 

Main line: 508-318-4820 

On-call line: 508-319-9484 

Paula Brown, Volunteer Coordinator 

paula@familypromisemetrowest.org 

508-231-4159 

Stephanie Di Dio, Program Director 

stephanie@familypromisemetrowest.org 

508-231-4155 

Danielle Conti, Executive Director 

danielle@familypromisemetrowest.org 

508-231-4053 

Event Leader (changes weekly) 

Contact info is in CERVIS or your 

confirmation email 

70


On-Call Line 

If you need to reach a staff 

member during your volunteer 

shift with an urgent issue or to 

report an emergency, you may 

call our on-call staff member at 

508-319-9484. Urgent issues 

include: 

a medical emergency (call 911 first) 

a family member who fails to return to the shelter 

a major facility issue such as a leak or fire 

All non-emergency issues should be reported to our 

Volunteer Coordinator via email or via phone the next 

business day. 

If a non-life-threatening medical issue arises, help 

the family contact Uber or a taxi service if they don't 

have a car. Never drive guests in your car. 

71


Our Online Communities 

Facebook 

Instagram 

Twitter 

YouTube 

72


Helpful Reminders 

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 an unexpected situation arises, use your 

best judgment. Our primary goal is safety 

for all. 

The Volunteer Notebook contains detailed 

information about each role and reminders 

about our policies and procedures. Please 

bookmark the document. 

Do not hesitate to reach out to our office with any 

questions prior to your shift. 

73


COVID Guidelines 

Vaccinations: Our staff and resident adults have all 

received a primary COVID vaccine series, at a 

minimum. Children in shelter are encouraged but not 

required to be vaccinated. 

Masking: Masks are not required in our facility, unless 

you are unvaccinated or recently exposed to COVID. 

However, we uphold a supportive mask culture, 

where anyone with concerns about exposure is 

encouraged to wear a mask while in our facility and to 

maintain social distancing from others while on site. 

Illness: We will communicate any positive COVID 

cases among our staff or resident families to 

volunteers from the prior week and volunteers that 

are signed up for shifts in the two upcoming weeks. If 

you are diagnosed with or showing signs of ANY 

contagious illness, please cancel your shift. 

For volunteers concerned about COVID exposure, we 

offer contact-free volunteering opportunities and 

label them as such in our CERVIS volunteer portal. 

74

Last Steps 

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.” 

ASSESSMENT 

Create a volunteer profile on 

CERVIS. 

CERVIS 

Sign up for our e-mailing list 

on our website. 

EMAIL LIST 

Congratulations! You're Done!

THANK YOU 

for supporting our families. See you soon!

FPM Volunteer Orientation_2023

Create successful ePaper yourself

Delete template?

Save as template?