Volunteer FAQs

General

How much time am I required to dedicate to volunteering with Inclusee?

Connect2One and Learn2Tech are one hour and fifteen minutes per participant, per week.

Connect2You are two hour sessions. Interests2Enjoy are also two hour sessions. However, you may require additional time to prepare content for In2Games (Trivia) or In2Culture (Travel) for example.

This is the minimum requirement as an Inclusee Volunteer. However, you are more than welcome to dedicate more time if you wish.

Do I need my own equipment?

Yes. For security reasons, volunteers are required to possess their own equipment, have adequate anti-virus, reliable internet, and a safe place to conduct their volunteering session. Volunteers can use a smart phone, tablet or computer to conduct digital visits. A laptop or computer is recommended for Learn2Tech and Connect2You facilitators.

Can I volunteer in more than one role?

Yes! Prospective volunteers can undertake more than one role at Inclusee by selecting interested roles on the application form. Active volunteers can also undertake more than one role by contacting the Volunteer Services Team.

Can I volunteer after hours or on weekends?

Virtual volunteering provides flexibility and supports volunteers in balancing their volunteer role with work, study, family, and other commitments.
Our Connect2One and Learn2Tech programs can offer after hours and weekend sessions, depending on the participant. However, the Connect2You and Interests2Enjoy programs are held during business hours only.

If successful, what type of support will I receive whilst volunteering with Inclusee?

Our Volunteer Services Team are available to support applicants during onboarding and active volunteers during their engagement with us.
Monthly review emails from our team to check how visits/volunteering are progressing. This is your opportunity to provide information on your visits and the participant/s, ask questions, raise concerns, etc. You can also contact our Volunteer Services Team outside of the scheduled monthly review email, if you have any questions or concerns.
Inclusee provides ongoing training and resources on our training site.
Access to free telephone counselling through our Employee Assistance Provider. This can be accessed in relation to your role or if you need support outside of Inclusee.
After volunteering for one month or more with us, volunteers will be offered to complete Lifeline’s “Mental Health Literacy and Psychological First Aid: A whole person approach” online training units.
Designated Volunteer Services Department here to support you.
Online social events.
Volunteer Handbook and Resources.

How will I know what is expected of me as a Volunteer?

Applicants will have access to our dedicated training hub, which outlines the key duties and responsibilities of our volunteer roles.

A Position Description will be provided if your application is successful. The Position Description also outlines key tasks that you are NOT responsible for delivering.

The Volunteer Handbook will provide further information regarding your role and will be provided upon commencement. However, if you are uncertain about what is required or have any questions or concerns, please contact Volunteer Services via email at volunteer@inclusee.org.au or phone on 1800 287 687.

What if I need to pause my application?

Collapse
We understand your circumstances may have changed since initially registering. If you require additional time or would like to withdraw your application, please email volunteer@inclusee.org.au.

If/when your circumstances change, please contact our Volunteer Services team and we will reactivate your application.

How do your virtual volunteering visits occur?

Our Virtual volunteer visits occur via Microsoft Teams. Inclusee will provide further information, training guides and login details for successful applicants. In some instances, Digital Visits may be conducted via Skype or Telephone. Interests2Enjoy programs are delivered by Zoom.

How does the matching work for your volunteer programs?

Whilst we aim to match a volunteer and participant based on shared interests, it also depends on availability and any preferences. We often find our volunteers and participants enjoy learning and discussing new things, as well as their shared interests.
Applicants are asked during the interview if they have any preferred preferences regarding their potential match so we can find the right fit.

Volunteers and participants can also request a re-match at any stage. This is discussed further at the interview.

I am currently in Australia on a Visa, can I still volunteer?

This depends on the type of Visa and any restrictions listed on your Visa. It will also depend on how long you will be in Australia. Contact us directly on 1800 287 687 and select option 4 for further information.

I have mutual obligations with Centrelink. Is Inclusee an approved organisation with Centrelink?

Yes, Inclusee is an approved organisation with Centrelink. Unfortunately Inclusee cannot guarantee minimum mutual obligations when registering for the program.
Our ability to support you in meeting your minimum requirements will depend on the number of hours you require, program/role and Participants available. Once you have been offered a role with us and we can meet some or all your mutual obligations, Inclusee will sign your Centrelink form every three months.

If you would like a letter to confirm you have registered for the program and are completing the screening process for your Job Network Provider or for Centrelink, please email Volunteer Services at volunteer@inclusee.org.au.

I have been a citizen or permanent resident of a country other than Australia after turning 16. Do I need to complete anything else besides a National (Australian) Police Check?

Inclusee will send an email advising of the process and will initiate an invitation link to complete your application, which will be emailed to you from National Crime Check.
All information / ID provided for the check, is submitted directly to National Crime Check. Both you and Inclusee will be notified of the results.

These are requirements of our Government Funding agreement and cannot be waived.

How do I complete the Police Check / Criminal Record Check?

Am I required to pay a fee for the Police Check?

There is no charge for applicants to complete the police check. Inclusee will cover the cost of associated with police check fees, when completing the check through our provider.

I have a recent Police Check. Can I submit that or am I required to apply again through Inclusee?

Yes, if the police check is less than 3 months old and is for the required category (unsupervised contact with a vulnerable group), the police check may be accepted.

Please note, Inclusee reserves the right to request volunteers to complete a police check through our provider before commencing.

When are Police Checks renewed?

Police checks are currently renewed every three years. However, this is subject to change at the discretion of Inclusee. Volunteers are asked to notify us immediately if there are any changes to their criminal history. We regularly check with our volunteers if there have been any changes to their criminal record. This includes new charges, pending court hearings and new convictions.

Do I need to be vaccinated against COVID-19?

There are no mandates regarding COVID-19 vaccinations for our Virtual Visiting Volunteering programs.

Onboarding

Will I receive induction and training?

Online orientation and training opportunities are available for all applicants. However, it is important to note that participation in these training activities is only mandatory for individuals aspiring to become Learn2Tech Digital Mentors, Connect2You, or Interests2Enjoy Facilitators.

Upon your application's approval, you will be provided with login credentials to access the Inclusee Training Hub.

Inside the Training Hub, you will have access to a diverse range of web-based courses, which cover both general induction and program-specific training like Connect2One. In addition to these courses, you'll find a wealth of valuable resources, and we continuously add new courses throughout the year to enhance your learning experience.

I’m required to complete Learn2Tech training. How long do I have to complete the course?

The online training for this role is under two hours and applicants have 7 days to complete.

I can't find my training login email or need the password reset. What should I do?

Check your Junk/Spam folder. If you are still unable to locate the email or need your password reset, please contact volunteer@inclusee.org.au

How long does the recruitment and screening process take?

We aim to make the process as efficient and streamlined as possible. However, an application may be delayed if:

Any compulsory training is not completed within 7 days of receiving our initial email.
The police check application has not been completed in a timely manner.
Instances where a police check needs to be manually reviewed by our provider.
When a Statutory Declaration is not returned in a timely manner (where applicable)
The applicant is not responding to our follow up requests.
A suitable match is not available.

How long is the interview and when will this take place?

Inclusee conducts video interviews. The interview will be held via Microsoft Teams or in some instances, Zoom. You will require approximately 30 minutes for the interview. During the interview, our team will provide an overview of the program and process, learn more about you and your motivation for joining Inclusee, discuss the matching process and answer any questions you may have.

Once you have completed the application process, including any training (if required), our team will contact you to arrange an interview. Once an application is received, we aim to interview our applicants as quickly as possible.

What happens after I have completed everything?

During the screening process, we will be looking for a potential match, subject to application outcome. You will receive an application update once you have completed the screening process.

We will inform you in writing if your application has been successful or unsuccessful. If successful, you will receive confirmation regarding a match (if a match is available).

You will also receive a Microsoft Teams login (if volunteering in our Connect2One and Learn2Tech program) and/or a link to join our Connect2You or Interest2Enjoy program for Facilitator roles.

You will also be provided with additional information to support you in your role, including the login details for the Polixen Workers App, to log your shifts.

Programs

What do most participants want to learn in the Learn2Tech program?

Most of our participants are starting from the absolute basics. Usually we start with getting them familiar with using the device such as turning it on and off and usage movements such as tapping and swiping. The first foundation is usually helping them set up an email address. Other interests include learning social media (Facebook, Instagram and Twitter), how to use Google to search, using YouTube to find videos, downloading apps and video calling programs/apps.

We will advise of the Participant's Learn2Tech goals during the matching process. If you are not comfortable with the learning topic, we will find you another suitable match.

Do I need to be an experienced mentor to become a Learn2Tech Volunteer?

No. If you are comfortable with technology we can guide you and provide assistance with different operating systems (Apple vs Android).

What should I do if I have a technical issue while mentoring that I can’t resolve?

You can contact our Volunteer Services Team and alert them to the issue. If Volunteer Services is unable to resolve the technical issue, we will coordinate support and provide you with updates throughout the process.

How are Interests2Enjoy sessions facilitated?

Interests2enjoy are 2-hour weekly Zoom sessions, facilitated by a volunteer for a small group of participants. We will provide you with the Zoom account details for the sessions.

What experience do I require to become an Interests2Enjoy Volunteer Facilitator?

No experience is required. Ideally you are confident in a group setting, patient, and happy to have fun! Our participants love to join in and engage with the group.

How are the Connect2You sessions facilitated?

Our Connect2You (C2Y) program empowers participants to drop-in for a chat with a volunteer/s on duty, when they are feeling isolated and lonely. The program offers greater flexibility and choice, enabling participants to drop-in for 5 minutes or stay online for 5 hours if they want too.

Our Connect2You sessions are facilitated through our Virtual Community Centre (hosted on Zoom), during business hours.

Important information to note:

- We aim to roster two volunteers per shift, where possible.
- We cannot guarantee how many participants will join during a shift.
- Most C2Y shifts are a minimum of 2 hours unless otherwise indicated.

Does the Learn2Tech mentoring have to take place on the same day and time each week?

No. As long as you make us aware from the beginning that you need someone who is flexible with day and time, we can find a participant who is happy to work with that. We have many shift workers who require flexibility.

Polixen

I can’t log in with the details provided.

It is important you are adding the details exactly as it appears on your email with the login details. Please note the following:

Where there is a capital letter used.
The username is your first name and surname with no spaces. Please use a capital letter at the beginning of your first name and surname eg: JohnDoe.
Your password is your abbreviated state in capitals, postcode and the capital letters INCL e.g: QLD4161INCL. If this has changed, you will need to let Volunteer Services know so we can update your address.

I have a Google Pixel phone and I can’t see the text, what do I do?

If you are unable to see the text on the app, this will be due to a setting on your phone. It may be dark mode on your phone, colour correction or even to do with the battery mode switching from Best to Good. Please follow this link to troubleshoot on your Google Pixel phone.

I added a job note and I cannot get out of the keyboard to submit it, what do I do?

With some devices, the app screen does not quite fit. In order to submit your job note, if you are stuck on the note with the keyboard showing, you will need to press anywhere that is not in the text box. This will minimise your keyboard. If you cannot see the red 'Add Job Notes' button, you may need to scroll down slightly on the screen to reveal the button at the bottom of your device screen.

The time wheel is sensitive and difficult to add exact times

The manual time wheel is very sensitive. We suggest you use the 'use scheduled times’ button', then press on 'check in time' to bring up the time wheel. It is sometimes less sensitive, but ensure you are selecting AM/PM, as this can change easily and create issues for you recording the time if it is incorrect. If you fulfilled your normal hour but it wasn’t at the time listed on the app, this is okay, just use the scheduled time. The duration is what is important to our recording systems, not the actual physical time it took place.

I missed a session how do I record it?

Please refer to the Cancellation Policy, which was sent to you with your login in details. Ensure you add job notes indicating if more than 24 hours notice was given on the cancellation or if less than 24 hours notice was given and the reason for the cancellation. Please add in a 5-minute scheduled time slot, so it brings it to our attention.

I called my participant at our scheduled time but there was no answer, how do I record it?

We still count this, as you called them at your scheduled time with the intention of doing your session. Please record this by using the 'Use Scheduled Times' button and place a job note stating you phoned the participant but there was no answer.

Do I have to use the Polixen mobile worker app?

Whilst we are committed to keeping administration at a minimum for our volunteers, we have legal, reporting, safety and ethical requirements, resulting in a small administration component.

This includes logging visits/shifts and missed visits/shifts in the Polixen Workers App.

Most organisations have a sign-in and out system in place onsite for the safety of staff, visitors and volunteers; even though we have a team of virtual volunteers, we are also required to uphold this.

Reasons for logging shifts include but are limited to:

To confirm visits/shifts have been occurring. This helps us ensure that Participants receive our services and address any issues or concerns.
Insurance purposes.
Government reporting- This app directly feeds into the system that we use to report to the Australian Government for our funding allocation, which keeps our program running. We require accurate information within a short turnaround time at the end of each month.
Impact- communicating the impact our volunteers are having across our programs and organisation.

All entries are checked by the 5^th of the following month.

If you cannot use the app or do not have a smart device, please inform Volunteer Services.

The administration is factored into your volunteer role, with 15 minutes per week allocated to administration (it generally takes 5 minutes or less to complete each week).

By working with us, you are helping us continue providing much-needed services to our participants and achieving our mission to reduce isolation and loneliness.

Using Job Notes

Please note, Polixen job notes are not checked daily. If you have important/urgent information that we need to be aware of, please email Volunteer Services.