The LGBT Center of St.

Louis
Volunteer Code of Conduct
The Volunteer Code of Conduct has been established to give clear expectations and
guidelines for assisting our guests, promoting the LGBT Center of St. Louis and
upholding high standards for our volunteers. Much of the Code of Conduct was taken
directly from the National Association of Social Workers (NASW) Code of Ethics. Our
mission, efforts and goals are closely aligned with social workers in that we strive to
create a safe, judgement free environment, share resources and promote social justice for
the LGBTQIA Community.
Ethical Principles
The following broad ethical principles are based on core values of service, social justice,
dignity and worth of the person, importance of human relationships, integrity, and
competence. These principles set forth ideals to which all volunteers of the LGBT Center
of St. Louis should aspire.
Value: Service
Ethical Principle: Volunteers primary goal is to help people in need and to address
social problems.
Volunteers elevate service to others above self-interest. Volunteers draw on their
knowledge, values, and skills to help people in need.
Value: Social Justice
Ethical Principle: Volunteers challenge social injustice.
Volunteers pursue social change on behalf of the LGBTQIA community. Volunteers
efforts are focused primarily on issues of discrimination and other forms of social
injustice. These activities seek to promote sensitivity to and knowledge about oppression
and diversity. Volunteers strive to ensure access to needed information, services, and
resources; equality of opportunity; and meaningful participation in decision making for
all people.
Value: Dignity and Worth of the Person
Ethical Principle: Volunteers respect the inherent dignity and worth of the person.
Volunteers treat each person in a caring and respectful fashion, mindful of individual
differences and cultural and ethnic diversity.
Value: Importance of Human Relationships
Ethical Principle: Volunteers recognize the central importance of human relationships.
Volunteers understand that relationships between and among people are an important
vehicle for change. Volunteers engage people as partners in the helping process.
Volunteers seek to strengthen relationships among people in a purposeful effort to
promote, restore, maintain, and enhance the well-being of individuals, families, social
groups, organizations, and communities.
Value: Integrity
Ethical Principle: Volunteers behave in a trustworthy manner.
Volunteers act honestly and responsibly and promote ethical practices at the LGBT
Center of St. Louis.
Value: Competence
Ethical Principle: Volunteers work within their areas of competence and develop and
enhance their education in other areas.
Volunteers continually strive to increase their knowledge and skills and to apply them in
their work.
Volunteers Ethical Responsibilities to Guests
Commitment to Guests
Volunteers primary responsibility is to promote the well-being of the visitors to The
Center. In general, visitors interests are primary. However, volunteers responsibility to
the larger society may, on limited occasions, supersede the loyalty owed visitors, and
visitors/callers should be so advised. (Examples include when a volunteer needs to report
that a visitor/caller has abused a child or has threatened to harm self or others.)
Informed Consent
(a) Volunteers provide visitors/callers resources when appropriate. Volunteers should use
clear and understandable language to inform visitors of the purpose of the services.
Volunteers should provide visitors/callers with an opportunity to ask questions.
(b) Volunteers should obtain visitors informed consent before audiotaping or videotaping
visitors.
Cultural Competence and Social Diversity
Volunteers should obtain education about and seek to understand the nature of social
diversity and oppression with respect to sexual orientation and gender identity or
expression, as well as other marginalized statuses.
Referral of Services
The LGBT Center of St. Louis is often used as a referral service. Volunteers should be
familiar with all services offered through the LGBT Center as well as those offered by
our partners and friends. Volunteers should be prepared to provide contact information as
well as personally access resources for callers/visitors.
Privacy and Confidentiality
(a) Volunteers should respect visitors/callers right to privacy. Volunteers should not
solicit private information from visitors unless it is essential to providing services. Once
private information is shared, standards of confidentiality apply.
(b) Volunteers may disclose confidential information when appropriate with valid consent
from a visitor.
(c) The general expectation that volunteers will keep information confidential does not
apply when disclosure is necessary to prevent serious, foreseeable, and imminent harm to
a caller/visitor or other identifiable person. In all instances only information that is
directly relevant to the purpose for which the disclosure is made should be revealed.
(d) Volunteers should not discuss confidential information in any setting unless privacy
can be ensured. Volunteers should not discuss confidential information in public or
semipublic areas such as hallways, sitting rooms and restaurants.
(e) Volunteers should protect the confidentiality of callers/visitors when responding to
requests from members of the media.
(f) Volunteers should take precautions to ensure and maintain the confidentiality of
information transmitted to other parties through the use of computers, electronic mail,
facsimile machines, telephones and telephone answering machines, and other electronic
or computer technology. Disclosure of identifying information should be avoided
whenever possible.
(g) Volunteers should not disclose identifying information when discussing callers/
visitors for teaching or training purposes unless the caller/visitor has consented to
disclosure of confidential information.
1.11 Sexual Harassment
Volunteers should not sexually harass visitors. Sexual harassment includes sexual
advances, sexual solicitation, requests for sexual favors, and other verbal or physical
conduct of a sexual nature.
1.12 Derogatory Language
Volunteers should not use derogatory language in their written or verbal communications
to or about visitors or other volunteers. Volunteers should use accurate and respectful
language in all communications to and about visitors and other volunteers.
Volunteers Ethical Responsibilities to Each Other
Respect
(a) Volunteers should treat each other with respect.
(b) Volunteers should avoid unwarranted negative criticism of each other in
communications with visitors/callers or with other volunteers. Unwarranted negative
criticism may include demeaning comments that refer to volunteers level of competence
or to individuals attributes such as race, ethnicity, national origin, color, sex, sexual
orientation, gender identity or expression, age, marital status, political belief, religion,
immigration status, and mental or physical disability.
Confidentiality
Volunteers should respect confidential information shared by fellow Volunteers.
Disputes Involving Volunteers
(a) Volunteers should not exploit visitors or each other in disputes with another volunteer
or engage visitors in any inappropriate discussion of conflicts between volunteers.
(b) Volunteers should make every effort to resolve disputes privately between
themselves.
(c) If volunteers are unable to resolve their own disputes, they should address their issues
only with the Executive Director, the Volunteer Coordinator or a member of the
Board of Directors.
Sexual Harassment
Volunteers should not sexually harass each other. Sexual harassment includes sexual
advances, sexual solicitation, requests for sexual favors, and other verbal or physical
conduct of a sexual nature.
Unethical Conduct of Fellow Volunteers
(a) Volunteers should take adequate measures to discourage, prevent, expose, and correct
the unethical conduct of other volunteers.
(b) Volunteers who believe that a fellow volunteer has acted unethically should seek
resolution by discussing their concerns with the volunteer when feasible and when such
discussion is likely to be productive.
(c) When necessary, volunteers who believe that a volunteer has acted unethically should
take action through appropriate channels (such as contacting the Board of Directors, the
Executive Director or the Volunteer Coordinator).
Volunteers Ethical Responsibilities to the LGBT Center
Integrity of The LGBT Center of St. Louis
(a) Volunteers should work toward the maintenance and promotion of the high standards
of The Center.
(b) Volunteers should uphold and advance the values, ethics, knowledge, and mission of
The LGBT Center of St. Louis. Volunteers should protect, enhance, and improve the
integrity of The Center through appropriate education, active discussion, and responsible
criticism of The Center.
(c) Volunteers should contribute time and expertise to activities that promote respect for
the value, integrity, and competence of The LGBT Center. These activities may include
sharing knowledge at workshops, research, adding to the resource directory, service,
setting up for events, presentations in the community, and participation in other
community events to advance the work of The LGBT Center of St. Louis.
Social and Political Action
(a) Volunteers should engage in social and political action that seeks to ensure that all
people have equal access to the resources, employment, services, and opportunities they
require to meet their basic human needs and to develop fully. Volunteers should advocate
for changes in policy and legislation to improve social conditions in order to meet basic
human needs and promote social justice for the LGBTQIA community.
(c) Volunteers should promote conditions that encourage respect for cultural and social
diversity.
(d) Volunteers should act to prevent and eliminate domination of, exploitation of, and
discrimination against any person, group, or class on the basis of sexual orientation,
gender identity or expression.
Continuing Education
All volunteers of the LGBT Center are required to earn 10 education credits per calendar
year. These credits can be earned through workshops at the LGBT Center or through
third party workshops at other organizations that uphold similar values as the LGBT
Center. One hour spent at a workshop is equivalent to one credit; typically all ten credits
can be earned in 3-6 workshops. All third party credits must be approved prior to
attendance. The purpose of the education credits is it to maintain a high standard for all
of our volunteers and allow our guests to expect a high quality of service from the LGBT
Center and its volunteers.
Basic Expectations of Volunteers
1. Volunteers will be prompt on arriving to work for their shift or signing in when
volunteering virtually. If they predict that they will be late, they will call to notify
their coworkers of the tardiness.
2. They will arrive wearing comfortable and clean clothes. Their clothes will not
showcase any offensive material or discriminating graphics.
3. Volunteers will not be intoxicated or under the influence of any substances while
volunteering.
4. Volunteers will exhibit adequate self maintenance and personal hygiene.
5. Volunteers will be respectful of gender pro-nouns. When in doubt, they will
politely and professionally ask the individual what gender pro-noun they would
prefer to be identified as.
6. Volunteers will not view, use, or display any inappropriate material on any pieces
of technology. I.E. pornographic material, crude imagery or text, etc
7. Volunteers will ask before preparing or consuming any of the provided food.
8. Volunteers will only eat in the designated areas.
9. Volunteers will not post any business or negativity regarding work activities,
functions, organizations, or scenarios on public social networking sites.
10. Volunteers will not use the provided phone for any incoming or outgoing personal
phone calls unless it is in an emergency situation.
11. Volunteers will not begin or participate in any offensive conversations.
12. Volunteers will not steal, discard, or rearrange any items without first consulting
or asking permission.
13. Volunteers will make sure that there is always a volunteer at the front desk.
14. Volunteers will promptly notify fellow volunteers of shift changes of the current
and upcoming guests, scheduling, and daily duties.
15. Volunteers will always remember that the needs of the guests come first.
16. Volunteers will earn their required ten education credits per calendar year.
Volunteers of the LGBT Center, will be friendly and non-judgmental towards
coworkers and the guests. They will be respectful to everyone, regardless of who they
are. Volunteers will not use any profane, offensive, or discriminatory language. They will
not argue or be confrontational. Volunteers will be politically correct and refrain from
using any racial or gender slurs. They will have an open minded attitude and always
respect the opinions of others even if they are not their personal or professional opinions.
Volunteers will not gossip and will maintain a positive image of the LGBT Center at all
times.
I have read and understand the Ethical Principals, Responsibilities and
Expectations of volunteering at the LGBT Center of St. Louis.
Name: ________________________________________ Date: _______________