Are there any signs that changes are needed in the volunteer program?

Question

Emelia coordinated a Meals on Wheels Program for the elderly, and supervised 10 volunteers who delivered the meals. One day, when Emelia filled in for a volunteer and delivered a meal to the Snyders, she found Mr. Snyder very agitated and worried because Mrs. Snyder was missing. Apparently she had wandered off before. Because it was cold outside and they lived two blocks from a busy street, Emelia was alarmed and struggled with how to respond to this unexpected situation. As she tried to prioritize her responsibilities, she began to wonder if her volunteers were communicating with her and if they were well-trained for their responsibilities.

Answer 1

Often when crises develop in a social service program, they point out that there are changes needed at the organizational and program levels. Once the immediate crisis has been handled, it is important to take the opportunity to review the case with the service team and determine what kinds of changes would help to prevent the same type of crisis in the future.
As a result of the crisis, Emelia has realized that the volunteers are not adequately monitoring the status of the people receiving the Meals on Wheels Program. She realizes in the crisis they should be reporting to her when they see unmet needs.
Emelia must begin to take a more active role in managing the volunteers and developing the Meals on Wheels Program so that it is better integrated into the other programs at the Senior Center. Consulting with her supervisor will be helpful as she develops the ability to make difficult professional decisions and take on more professional roles.
Emelia and her supervisor could develop a plan for volunteer training and development. The plan should include training on assessment and monitoring of risk in the home. Volunteers should be trained toprovide important information to Emelia as coordinator of the Meals on Wheels Program.