Volunteer Handbook
Welcome to Green Heart Collective
Thank you for choosing to volunteer with Green Heart Collective. This handbook has been designed to introduce you to Green Heart Collective and provide you with an overview of the policies and procedures in place. To ensure your volunteering experience with us is an enjoyable and rewarding one, please read this document prior to starting your volunteer role. If you are unsure about any information contained in this handbook, or want to further clarification, please discuss any questions with your Volunteer Coordinator.
About Us
Green Heart Collective is a CIC (Community Interest Company) based in Gateshead dedicated to reducing waste to landfill. This fresh initiative takes preloved clothing and other textile items, where necessary repairing and reworking them, to sell them in curated collections online and in person at fairs and markets. Green Heart Collective also hosts a range of sewing classes, workshops and events that promote sustainable living.
Founded by Andy and Helen Redfern, Green Heart Collective was created in December 2019 and has been selling as Green Heart online via Amazon, eBay, Vinted and Depop since 2020. From January 2021, Green Heart Collective was based on Team Valley, Gateshead and then at 231 High Street, Gateshead, NE8 1AS from July 2023. From June 2026, Green Heart Collective is now working from a studio in Greenesfield Business Centre.
Going forward, the Collective will support and encourage other makers in the area, as well as continuing to upcycle, reuse, rework and recycle whatever comes our way!
Andy and Helen have been exploring together what it is to live and work in an ethical and sustainable way for over 30 years. This fresh initiative has arisen from a deep passion to respond in a practical way to the stark reality of the climate emergency that the planet is facing right now. They know that they cannot do this alone and need a community of like-minded people to join them on this journey of courageous action, conscious choices and shared experience.
Our Current Projects
Volunteers are invited to support Green Heart Collective currently in one of four ways. This may change as the business evolves.
- Online selling: Photographing and listing items online for sale, picking and packing parcels
- In person selling: Setting up a stall, serving customers, packing away
- Helping with crafting sessions
- Upcycling clothing and other textiles into gifts and unique designs (sewing experience required)
After an initial discussion with the Volunteer Coordinator, the volunteer’s duties will be agreed that meet the abilities and interests of the volunteer.
Our Volunteers
Over the years, our incredible volunteer team come from a wide range of backgrounds, possess unique and diverse skills, and are all united by a common passion to make the world a better place by reducing waste going to landfill. Whether you volunteer with us to fulfil an interest, meet new people or feel that you’re making a difference, we strive to support every volunteer.
Your Volunteering Experience
Induction
We are committed to offering you clear and structured guidance that will ensure your time with us is fulfilling and that you feel supported and confident in your role. Your Volunteer Coordinator, Helen Redfern, will be your main point of contact and will go through an induction checklist with you, that you will be asked to sign once you are happy with all the information that you have been given.
Depending on your role, the contents of your induction pack might include:
- Induction letter
- Volunteer agreement
- Emergency Contact Details form
- Equal opportunities and diversity monitoring form
Policies and Produces that you can request at any time
- Health & Safety Policy
- Data Protection & GDPR Policy
- Equal Opportunities and Diversity Policy
Your in-person induction will welcome you to Green Heart Collective and introduce you to the staff and volunteers who you may be working alongside. A typical induction will include:
- Welcome to Green Heart Collective
- Our mission statement, values, and future plans
- Role responsibilities
- Required training
- Support and supervision provided
- Dealing with complaints and areas of concern
- Policies and procedures
- Equipment and resources
- Tour of the building
Training
We believe that training is an essential part of volunteering, in order to keep you informed of new developments, enhance your skills and experience and help you to continue to develop as a volunteer. During your time at Green Heart Collective, you will may be required to attend role-specific training which may take the form of online or face-to-face sessions, guidelines or peer-to-peer coaching and shadowing.
Support and Supervision
Your Volunteer Coordinator will oversee your volunteer experience and will be someone you will have regular access to if problems arise or when help and support is needed. As a minimum, your Volunteer Co-ordinator will contact you two weeks after you start to discuss with you how you are doing and if any further information would be beneficial. Following that, your Volunteer Coordinator will be in touch at least once a month on a 1:1 basis.
Additional Support Provided
If you have specific training needs, or a disability that requires additional support for you to carry out your role, please speak to your Volunteer Coordinator.
Time Commitment
We recognise that as a volunteer, you have offered your time freely and we do not have any expectations that you will carry out certain tasks or commit a minimum amount of time. While your role is voluntary, it is important that we can rely on you if you say you can help at a particular time. We will ask you what your availability is when you first get involved and you can keep us updated if this changes. If you are unable to attend on a certain day, or an unexpected event may prevent you from attending, please inform your Volunteer Coordinator as soon as possible so that alternative arrangements can be made.
Recognition of Volunteers
It is important that you feel valued for your hard work and contribution and realise the impact that you have made on the project and wider community. We show our appreciation by saying thank you and will recognise contributions and achievements regularly in our monthly newsletters and emails.
Communication
To keep you informed of any changes that occur throughout your time volunteering with us, we will send you email updates. We will only include you on our mailing list if you tick the box on the registration form indicating you would like to receive these updates.
References
To thank you for your support, your Volunteer Coordinator can provide a reference to acknowledge your volunteer role at Green Heart Collective and your contribution. Please feel free to ask your Volunteer Coordinator at your exit interview.
Mutual Expectations
Green Heart Collective commits to the following:-
- Introduce you to how the organisation works, your role within it and provide a thorough induction and training process that will enable you to fulfil your role.
- Create a safe and welcoming environment, in line with our policies and procedures.
- Assign you a dedicated Volunteer Coordinator to meet with you regularly and offer guidance, assistance and constructive feedback if needed.
- Provide adequate insurance cover whilst you undertake voluntary work approved and authorised by us.
- Try to resolve fairly any problems, grievances and difficulties you may have while you volunteer with us and discuss the issues in accordance with our procedures.
- Respect your skills and experience and recognise your contribution to the organisation.
- Welcome comments and suggestions regarding ways in which we might improve what we do and provide a point of contact if you have issues or concerns.
- Create an environment where you feel comfortable to decline or change your mind about volunteering, without any pressure.
- Equip you with any relevant resources, equipment or PPE.
- Reimburse you for agreed out of pocket expenses incurred.
- Provide opportunities to socialise and meet other volunteers supporting Green Heart Collective.
Volunteer commits to the following:
- Champion the vision, mission and values of Green Heart Collective and be our representative in the local community, letting people know about our work and services.
- To follow the expectations outlined in the volunteer role description, handbook and related documents.
- Complete induction and training sessions and adhere to relevant policies and procedures.
- Be aware of your own health and safety and of that of others, reporting any accidents, hazards or incidents including any safeguarding observations and concerns.
- Maintain the confidentiality of the organisation and of its service users, staff and volunteers.
- Give the best of your skills and abilities and be accountable for your actions and accept constructive feedback, at all times.
- Collaborate positively with volunteers and create a welcoming environment for our customers.
- Never overwork yourself. Always remember you can do as little or as much work as you feel able to do.
- Inform your assigned Volunteer Coordinator if you have any medical conditions, support needs or allergies that you think would be beneficial for us to know. The team will make any reasonable adjustments which you may need to fulfil your role.
- If required, provide referees as agreed who may be contacted, and to agree to a DBS police check being carried out where necessary.
- Not to volunteer whilst under the influence of alcohol or drugs, (other than prescription or over the counter medication, being used as directed).
Policies and Procedures
While you are volunteering with us, we need to you be aware and follow our policies and procedures. This is to ensure that your volunteering experience is safe, legal and that the residents supported are also protected. You should be familiar with our guidance on:
Insurance: All activities carried out for Green Heart Collective volunteers are fully covered under our public liability insurance, and any accidents that cause injury to third parties or damage to their property.
Car Insurance: Unfortunately, Green Heart Collective does not provide car insurance and will not be liable for loss of no claim's bonus, excess payment or any costs towards the vehicle, or vehicles involved. We advise that volunteers who use their car for other activities associated with Green Heart Collective to follow the steps below:
- Ensure that you are registered as a driver and have original driving licence (paper or photo ID and paper counterpart), valid MOT certificate and current insurance certificate.
- Notify your insurance company that you are a volunteer driver; this should not increase insurance costs but if you have a problem with this please contact a member of staff.
- Ensure that your cover is continuous and provide Green Heart Collective with renewal documents.
Health & Safety
To ensure your health, safety and wellbeing, all our activities have been risked assessed and you will receive role-specific information, training and guidance to help you work safely while volunteering with us. We ask that you understand and accept your personal responsibility towards promoting and maintaining health and safety and maintaining a safe working environment for all.
Important Information
- Any accident or incident must be reported as soon as possible to your Volunteer Coordinator and a detailed record will be kept.
- Never do anything that could endanger yourself, another volunteer, a member of staff, a member of the public or a customer. Everyone’s safety will direct everything we do.
- Ensure that you are aware of and follow all the health and safety procedures for the premises that you work at.
- Please make sure you keep any money or valuables with you while volunteering. Green Heart Collective cannot accept any liability for damage to, loss of or theft of personal property.
Safeguarding
We strive to create a safe environment for children and adults at risk, and it is essential that you are familiar with our safeguarding policy and procedures, and clear on what to do in the case of any safeguarding concerns.
Reporting a safeguarding concern, suspicion or incident
If you reasonably believe a situation where danger to the health and safety of a child or adults at risk might occur, is occurring or is likely to occur in the future, it is your responsibility to report it.
- If the situation is not life threatening, contact your Volunteer Coordinator. Your Volunteer Coordinator will ensure allegations, concerns or incidents are accurately recorded, processed and relevant individuals informed.
- In someone’s life is in danger, always call 999 and report incident to social services and Green Heart Collective safeguarding lead.
Confidentiality and Data Protection
Green Heart Collective has a very high regard for confidentiality, and we ask you to respect the confidentiality of information about our customers, volunteers and staff members. Prior to your induction, you will be asked to sign a confidentiality declaration agreement. Unless signed off by your Volunteer Coordinator, please don’t share personal details or information about customers.
It is important that we can keep you up to date with relevant information and be able to inform you of any changes that might affect you. If you or your emergency contact details change, please inform you Volunteer Coordinator.
Equality, Diversity and Inclusion
We seek to make opportunities and volunteering activities as accessible and inclusive as possible and free from discrimination, harassment and bullying. The principles of equality and diversity are supported by policies, procedures and practices. We are actively taking steps to engage with broader representation from the communities that live by and make use of Green Heart Collective.
Volunteer Agreement
The Volunteer Agreement is not a contract, but a promise between Green Heart Collective and yourself to assure you that we appreciate your volunteering with us and to indicate our commitment to do the best we can to make your volunteer experience with us a positive and rewarding one. The Volunteer Handbook sets out mutual expectations and responsibilities that by signing the volunteer agreement, you agree to during your volunteer placement. You will need to read and sign the document prior to volunteering and your Volunteer Coordinator will also sign the agreement.
Expenses
Green Heart Collective will reimburse reasonable out-of-pocket travel expenses (for example, bus and metro fares) relating to the tasked role or roles we have agreed you will carry out on our behalf. All expenses must be submitted, agreed and signed off by your Volunteer Coordinator weekly, either by email or in person. We will only be able to reimburse you for the amount specified and payment will be made in cash or bank transfer. Please provide valid receipts to your Volunteer Coordinator.
Complaints, Comments and Suggestions
Throughout your time volunteering with Green Heart Collective, you should be treated with fairness, respect and appreciation. We recognise, however, that there are times when challenges and issues may arise. If you have a complaint or grievance about the behaviour of a Volunteer Coordinator, volunteer, other colleague or customer, we encourage you to follow our problem-solving procedure. We ensure that your feedback will be acknowledged, and we will support you in resolving your concern.
If a concern is raised with us about any aspect of your conduct or actions as a volunteer, we will follow our problem-solving procedure with the aim of identifying goals that will help you fulfil your role, and to offer extra support, supervision, and training where necessary. If the situation has not been resolved outlined in the procedure, we would review the formal discussion and ask you to leave.
Moving On
If you feel it is time to move on, please let your Volunteer Coordinator know as soon as possible. In addition to returning any resources or equipment provided, we will hold an informal exit interview and will send you a short questionnaire, as we really value your honest feedback and your thoughtful suggestions. We need to know where we need to improve and equally, we want to know what we are doing well. This will allow us to continue to improve how we support our volunteers and review our processes, policies, procedures, and training.
Volunteer Break
If you would like a break from volunteering due to unexpected life commitments, a recent bereavement or for your own mental health, we completely understand. If you have given us consent to keep your details on file, we shall keep in touch to keep you updated.
Volunteering FAQs
What are the studio opening hours?
This will vary week by week depending on the events scheduled for that week. The Volunteer Coordinator will keep you informed about your volunteering sessions.
How do I get to Green Heart Collective?
Green Heart Collective is located in Greenesfield Business Centre, a five minute walk from Gateshead Interchange. There is a free car park at the premises.
What do I do if a customer asks a question I don’t know how to answer or has a complaint?
You will never be left unattended at a public event so always direct the customer to the designated lead on the day.
Where can I leave my possessions when I am volunteering?
When you are helping at a stall, there will be space to leave belongings. Always keep valuables with you at all times.
You will be shown where to leave your personal items during your time in the studio.
What do I do if I am ill or unable to come for my volunteering session?
Please contact the Volunteer Coordinator Helen Redfern on 07952 328207 or email helen@greenheartcollective.uk if you are unable to attend.
What do I do if I feel overwhelmed or unwell during a volunteering session?
Please do not leave Green Heart without letting your Volunteer Coordinator know. You are free to leave at any time or take a break if you feel overwhelmed. You can return during the same session or wait until the following week to return.
Updated September 2026
Date for review: September 2027
