1. Volunteer/Intern Handbook

2. Welcome to Head of the Lakes United Way!
We are so grateful for your support and appreciate you giving your time to help Head of the Lakes
United Way achieve its mission. The Head of the Lakes United Way’s Volunteer Center makes it their
mission to build a vibrant community by connecting people with meaningful opportunities to serve. The
Volunteer Center matches prospective volunteers with volunteer opportunities that fit volunteers’
interests, skills, and availability.
As a Head of the Lakes United Way volunteer/intern, you are now part of a team that includes staff,
board-members, and other volunteers/interns from the greater community. Together, we collectively
work towards helping individuals and families obtain greater stability for their future. We hope that you
find your role in Head of the Lakes United Way to be a fun and rewarding experience. Please use this
handbook as a resource for getting started. We encourage your questions and feedback at all times.
Feel free to contact any of us with questions and do not hesitate to let us know what we can do to
enhance your volunteer/intern experience.
Sincerely,
Head of the Lakes United Way
Matt Hunter
President
218.726.4790
mhunter@hlunitedway.org
Rachel Loeffler-Kemp
Community Services Director
218.726.4775
rloeffler-kemp@hlunitedway.org
Lindsey Brockman
2-1-1 Information Specialist
218.726.4773
lbrockman@hlunitedway.org
Margie Nelson
Community Campaign Coordinator
218.726.4772
mnelson@hlunitedway.org
Charles Fause
Finance Director
218.726.4774
cfause@hlunitedway.org
Rory Strange
2-1-1 Program Coordinator
218.726.4777
rstrange@hlunitedway.org
Beth Mayne
Donor Database Specialist
218.726.4779
emayne@hlunitedway.org
Jeanette Benusa
Finance Associate
218.726.4868
jbenusa@hlunitedway.org
Julia Johnson
2-1-1 Information Specialist
218.726.4865
jjohnson@hlunitedway.org
Tarie Lind Suliin
Events Manager
218.726.4794
tlindsuliin@hlunitedway.org
Liz Pawlik
Volunteer/intern Center Coordinator
218.726.4889
epawlik@hlunitedway.org
Laura Spafford
2-1-1 Information Specialist
218.726.4796
lspafford@hlunitedway.org
Michelle Hargrave
Campaign & Resource Dev.
Director
218.726.4771
mhargrave@hlunitedway.org
Sarah Garramone- AmeriCorps
VISTA
Volunteer/intern Outreach Specialist
218.726.4780
sgarramone@hlunitedway.org
Machelle Kendrick
Director of Marketing &
Communications
218.726.4853
mkendrick@hlunitedway.org

3. THE PURPOSE OF THIS HANDBOOK
Head of the Lakes United Way takes great pride in its ability to connect volunteers/interns to
fun, impactful, and personable volunteer/intern experiences. United Way was established in
1922 as the Duluth Community Fund, with annual fund drives conducted by hundreds of
volunteers/interns for the purpose of raising money to support Community Fund agencies. The
organization’s name has changed from Community Chest in 1948, to United Fund in 1962, and
now is known as Head of the Lakes United Way as of 2015. Since the beginning United Way
has been represented by many dedicated volunteers/interns who help deliver crucial services
for families in the Greater Duluth-Superior area. We are honored to have this dedication
continue through new generations of volunteers/interns and look forward to weaving your
experiences into our history.
In this handbook, you will find useful information to help you understand the basic policies and
procedures that all volunteers/interns must follow while serving at Head of the Lakes United
Way. Although other questions will certainly be brought to our attention in the future, we
prepared this resource as a foundational guide for all new and regular volunteers/interns.
During your time at Head of the Lakes United Way, we hope that you will feel comfortable with
staff and bring any questions to us directly. This handbook is merely a reference and not a
replacement for communication.

4. VOLUNTEER/INTERN HANDBOOK TABLE OF CONTENTS
ABOUT HEAD OF THE LAKES UNITED WAY (HLUW)
Our Priorities 1
Head of the Lakes United Way Mission Statement 1
Our History 2
The Head of the Lakes United Way Board of Directors 3
Hours of Operation 4
VOLUNTEERING/INTERNING WITH HEAD OF THE LAKES UNITED WAY
HLUW Programs- 2-1-1 5
HLUW Programs- Volunteer/intern Center 6
HLUW Programs- Community Services 7
Application and Screening 8
Training 8
Evaluations and Feedback 8
The Benefits of Volunteering/interning with Head of the Lakes United Way 8
VOLUNTEER/INTERN BASICS
Parking 9
Personal Belongings 9
Maintenance of Records 9
Documenting Your Time 9
Availability 9
Kitchen Space Usage 10
Volunteer/intern to Client Interactions 10
Emergency Procedures 10
VOLUNTEER/INTERN TERMS OF SERVICE
Compensation 11
Conduct 11
Confidentiality 11
Insurance and Liability 11
Respectful Work Environment 12
Communications and the Media 12
Complaint Procedure 13
Terms for Dismissal 13
Acknowledgement of Receipt of Terms of Service 14

5. 1
ABOUT HEAD OF THE LAKES UNITED WAY
Our Priorities
HLUW works with agencies and community volunteers/interns to invest wisely in our community to
create real, lasting changes that prevent problems from happening in the first place. Advancing the
common good is less about helping one person at a time and more about changing systems to help all
of us. HLUW is committed to:
Education – Helping children and youth achieve their potential.
Income – Promoting financial stability and independence.
Health – Improving people’s health.
Basic Needs – Ensuring that people's most basic needs are met.
Advancing the common good is less about helping one person at a time and more about changing
systems to help all of us. United Way’s goal is to create long-lasting changes by addressing the
underlying causes of these problems. Living united means being a part of the change.
It takes everyone in the community working together to create a brighter future
The Head of the Lakes United Way Mission Statement
Head of the Lakes United Way’s mission is to lead a united effort to strengthen our community by
mobilizing resources to improve people’s lives.
Head of the Lakes United Way (HLUW) carries out its mission by being a community leader in:
 Convening, facilitating and building community partnerships;
 Assessing health and human service needs; and
 Developing high-impact strategies and mobilizing resources for effective and efficient solutions
 Addressing the human service needs of Greater Duluth by engaging the whole community in
fundraising and providing donors the opportunity to invest in community change.
 Funding health and human service programs that improve people’s lives, strengthening the
community in measurable ways.

6. 2
Our History
United Way of Greater Duluth (UWGD) was established in 1922 as the Duluth Community Fund, with
annual fund drives conducted by hundreds of volunteers/interns for the purpose of raising money to
support Community Fund agencies. While the organization’s name has changed (to Community Chest
in 1948, United Fund in 1962, and finally United Way), and its goals have evolved, United Way
continues to provide meaningful support to essential health and human services in the Greater Duluth
community. UWGD’s service area encompasses the geographical boundaries of Greater Duluth,
including the cities of Duluth, Hermantown, Proctor, and the townships of Duluth, Solway, Grand Lake,
Fredenberg, Gnesen, Normanna, Canosia, Rice Lake, Lakewood, and Midway. In 2009, UWGD also
expanded up the North Shore to include Lake and Cook counties, MN. In 2015, UWGD merged with
United Way of Superior- Douglas County (also serving Ashland and Bayfield counties) to become Head
of the Lakes United Way (HLUW).

7. 3
The Head of the Lakes United Way Board of Directors
Lisa Erwin, Chair
University of Minnesota Duluth
Cindy Theien, Vice Chair
National Bank of Commerce
Deanna Benson, Treasurer
Republic Bank
Eric Siljendahl, Secretary
Superior Choice Credit Union
Kathleen Adee
Education Minnesota
Johanna Kirk
Kirk Law Office
Cindi Sorensen Baker
Essentia Health
Kathryn Koch
ALLETE Inc.
Cassandra Beardsley
St. Luke's Hospital
Dan Leslie
IBEW 31, Minnesota Power
Mark Britton
United Healthcare
Lisa Neitzel
Surge Communications
William Crandall
ISD 381 Lake Superior School
District
Dan O'Neill
Duluth Central Labor Body Plumbers
& Steamfitters Local 11
Anna Downs
Eisenmann & Associates
Mary Anderson-Petroske
Northern Lights Elementary School
Brent Fennessey
Otis Magie Insurance Agency
Barbara Reyelts
Northland's NewsCenter
Bill Gronseth
ISD 709 Duluth Public Schools
Steve Risacher
Carpenter’s Local 361
Denise Hamsher
DMH Strategies, L.L.C
Mark Sitek
Enbridge Energy – Retired
Kalee Hermanson
Holden Insurance Agency

8. 4
Hours of Operation
Monday 8:30AM-4:30PM
Tuesday 8:30AM-4:30PM
Wednesday 8:30AM-4:30PM
Thursday 8:30AM-4:30PM
Friday 8:30AM-4:30PM
Head of the Lakes United Way will be closed the following holidays:
Martin Luther King Day
Memorial Day
Independence Day
Labor Day
Thanksgiving (Thursday and
Friday)
Christmas Eve and Day
New Year’s Eve and Day
424 W Superior Street
Head of the Lakes United Way
Ordean Building

9. 5
HLUW PROGRAM: 2-1-1
Need help? Want information?
You've come to the right place.
Call 2-1-1 to speak to a specialist who will help
you locate services in your area. (Cell phone
users call 800-543-7709) All phone calls are free
and confidential.
Get Help. Call 2-1-1.
We all can use a little help sometimes. That's
why caring people are ready to lend a helping
hand--just when you need it most. Now, locating
the best source of assistance by calling 2-1-1 is
a fast, free, confidential way to get help, 24
hours a day, 7 days a week. When you call,
you'll talk to a trained specialist who will assist
you in finding the right information for you.
Information connection for:

10. 6
HLUW PROGRAM: VOLUNTEER CENTER
The Volunteer/intern Center's mission is to build a vibrant community by
connecting people with meaningful opportunities to serve. The Volunteer/intern
Center matches prospective volunteers/interns with volunteer/intern
opportunities that fit volunteers/interns’ interests, skills, and availability. We are
happy to assist you over the phone, in person, or via email. Our easy to use
website serves as one-stop-shop portal for volunteer/intern
opportunities; www.volunteer/internduluth.org.
As an individual:
Register with the Volunteer/intern Center online to gain access to hundreds of
local opportunities. Choose the activity that's right for you and create lasting
changes in people's lives! You can also sign up for the Weekly Service Scoop,
a weekly listing of local one-time and short-term volunteer/intern opportunities,
delivered right to your inbox every week.
As a group:
If your team of employees, associates, or friends seeks group volunteer/intern
opportunities, the Volunteer/intern Center can help find projects that fulfill your
unique goals with one-time events, on-site projects, and/or ongoing openings.
As a non-profit:
Register online as an affiliate agency to post your volunteer/intern
opportunities and gain local volunteers/interns ready to serve.
For more information contact Liz Pawlik
epawlik@hlunitedway.org
218-726-4889

11. 7
HLUW PROGRAM: COMMUNITY SERVICES
AFL-CIO & Head of the Lakes United Way- Working Together Building Stronger
Communities
In Duluth, the partnership of labor and United Way came
together formally in 1983. At that time, United Way committed
resources to the labor community services program and the
labor movement committed its support and resources to United
Way and its family of agencies.
Just a few of our year-round programs include:
 Member Assistance Program
 National Letter Carriers Food Drive
 Services to the Unemployed
 Workers Memorial Breakfast
 Holiday Food Programs
 Christmas Toy/Gift Program
Organized labor is a full partner in United Way, as witnessed by the more than 200 AFL-CIO
Community Services liaisons currently serving on the staff of state and local United Ways throughout
the country.
Representatives of unions volunteer/intern in all phases of United Way activities, serve on year-round
committees, participate in annual United Way campaigns as part of the campaign leadership structure,
and communicate to union members the importance of the campaign and the agencies involved. Union
members are involved as volunteers/interns in their communities by working with the many health and
human care agencies providing services to the community.
For more information contact Rachel Loeffler-Kemp
Community Services Director
Rloeffler-kemp@hlunitedway.org
218-726-4775

12. 8
VOLUNTEERING/INTERNING WITH HLUW
Volunteer/intern Opportunities
We welcome your specialized skills and experiences to connect you with engaging and meaningful
opportunities to serve the community you call home. We will work with you and provide support to
determine the best opportunity for your interests. Please be mindful that there will be some experiences
that will not be suitable to those with physical limitations, or those under the age of 18. Read the entire
description carefully and ask questions if something is unclear.
Application and Screening
All prospective volunteers/interns must complete a volunteer/intern application. Once an opportunity is
determined, the prospective volunteer/intern will be contacted and given a brief phone interview. We
use this application process in order to make sure all volunteers/interns are placed in a position that
best matches their skills and interests.
Training
Volunteers/interns may receive training depending on the task. See the specific job description for more
details.
Feedback and Evaluations
Due to the size of our volunteer/intern base and the size of our staff, we do not perform formal
evaluations. Periodically, you will receive invitations to contribute feedback via online surveys. If there is
a concern about a volunteer/intern’s performance, a meeting between the volunteer/intern and
Volunteer/intern Coordinator will be held, in order to improve the situation. Head of the Lakes United
Way reserves the right to reassign volunteers/interns to different positions or dismiss volunteers/interns
on the basis of incompatible performance.
The Benefits of Volunteering/interning with Head of the Lakes United Way
In addition to the life-changing relationships you will build with fellow volunteers/interns and clients
Head of the Lakes United Way offers many practical benefits to its committed volunteer/intern base.
We want to make sure you feel recognized in a variety of ways, whether through a recommendation
letter to a potential employer, recognition raffles, Volunteer/intern “Purple Ribbon” Week, or even a
simple hand-written thank-you.

13. 9
VOLUNTEER/INTERN BASICS
Parking
We are located in the Ordean Building on 424 W Superior Street-Suite 402, in downtown Duluth.
Parking on the street is limited; we suggest parking in the lot on 402 W Michigan Street
Personal Belongings
In most volunteer/intern roles, you will be on your feet and moving around. With this in mind, we
recommend leaving all personal belongings at home or in the vehicle you arrived in. However, the site
that you are serving at may have space to store personal belongings; ask the site supervisor where
personal belongings could be kept.
Maintenance of Records
Head of the Lakes United Way keeps an electronic record of all volunteers/interns. The information
kept includes dates of service, hours, programs served, and any performance notes. Please keep the
Volunteer/Intern Coordinator updated with any changes that could affect our ability to contact you,
including change of address, contact information, name, or group relationships. All volunteer/intern
records are confidential and accessible only by relevant staff members.
Documenting Your Time
We want to make sure your hours are counted! Your time is essential to not only carrying out our
programs, but also to measuring the impact volunteer/intern hours have on the communities we serve.
When beginning a shift, log the time that you arrived and the task you will be working on. At the end of
your shift, you will write down the time of your departure. Should you have any questions, the on-site
supervisor will be there as a resource for volunteers/interns to ask questions or handle any concerns.
Availability
Volunteers/interns will be asked to list a schedule of availability. As your schedule changes, be sure to
report any alterations to the On-site Supervisor or the Volunteer/intern Coordinator.
Head of the Lakes United Way requests a 24 hour advance notice if you anticipate not being able to
make your assigned shift. Additionally, bring any Leave of Absence/Vacation notices to the
Volunteer/Intern Coordinator at least two weeks in advance. If your assigned shift is during inclement
weather, please keep your safety in mind and alert the Volunteer/Intern Coordinator immediately if you
cannot make it.

14. 10
VOLUNTEER/INTERN BASICS
Kitchen Space Usage
You are welcome to bring snacks to eat and share in the break room during shift. We have a
refrigerator available in the break room where you can store whatever you bring in. Please remember to
be respectful of the space- thrown out spoiled food and do not eat food that you did not bring in
yourself.
Volunteer/Intern to Client Interactions
Please respect the personal space, communication styles, and personal stories of all clients. As a
general policy, volunteers/interns cannot give or accept gifts from clients. If you are unsure of what to
do in a situation where a client gives you a cash tip, you can always bring a staff member into the
conversation.
Volunteers/interns are not allowed to give rides to or accept rides from clients. Volunteers/Interns are
not allowed to walk clients home or help them transport any items from Head of the Lakes United Way
to their home. Volunteers/interns are also not allowed to dispense over the counter medication, food, or
drink to clients unless given staff permission.
Emergency Procedures
Our staff has been trained in basic emergency response and will direct volunteers/interns and clients to
safety in the case of emergency.
Evacuation floor plans are posted in the lobbies, volunteers/intern stations, Food Shelf, Clothing Closet,
Demonstration Kitchen, and Conference Rooms. All evacuees will congregate behind the building in
order to take a head count. In case of a tornado warning, staff will direct clients and volunteers/interns
to the area under the Clothing Closet mezzanine.
In case of a fire, staff will determine which exit is safest and closest for evacuation. Fire extinguishers
are located in the Food Shelf lobby, in the Food Shelf warehouse, in the Clothing Closet, and in the
Demonstration Kitchen.
In all cases of injury, report to staff immediately. First aid kits are located in the Food Shelf, Clothing
Closet, and Demonstration Kitchen. For severe injuries, call 911.

15. 11
VOLUNTEER/INTERN TERMS OF SERVICE
Compensation
Head of the Lakes United Way (HLUW) volunteers/interns will not be financially compensated for
volunteer/intern services.
Conduct
HLUW volunteers/interns are responsible for their actions inside the United Way office and outside the
United Way office when acting in an official capacity for HLUW. Therefore, no HLUW volunteer/intern
should engage in the following behaviors/activities as they will result in immediate termination:
 Gambling while on duty
 Theft, misappropriation, unauthorized possession or use of property belonging to HLUW
 Use or possession of intoxicating beverages
 Improper use or possession of narcotics or drugs on the premises
 Possession of a weapon, firearm, ammunition, or explosives
 Smoking in unauthorized places
 Any form of harassment of another employee
 Other serious misconduct or inappropriate behavior
Confidentiality
All HLUW volunteers/interns must adhere to the most rigid confidentiality guidelines and may not
release personal or corporate information without proper written authorization from the President.
Volunteers/interns must keep confidential all information relative to funded agencies, donors, corporate
entities, and/or the operations of HLUW. All requests from outside individuals or agencies for
information that is, or may be deemed, confidential should be routed to the President. No confidential
information will be released without approval from the party whose information is being requested. To
ensure this confidentiality requirement is adhered to, no information regarding HLUW operations,
personnel, or activities may be discussed with any outside person unless prior written approval is
received from the President or unless such information exchange occurs in the regular course of the
volunteer/intern’s responsibilities. Volunteers/interns are encouraged to discuss the parameters of this
policy with Management if questions exist.
Insurance and Liability
Volunteers/interns are expected to understand the inherent risks of volunteering/interning with HLUW.
Volunteers/interns hereby waive any claims against, indemnify, and hold harmless HLUW, its
respective directors, staff, sponsors, representatives, and volunteers/interns from any and all liability,
including attorney fees, which may result from illness, personal injury, property damage, or wrong doing
resulting from involvement with HLUW.

16. 12
Respectful Work Environment
It is HLUW’s policy to maintain a working environment free from all forms of harassment. No employee
or volunteer/intern shall harass, intimidate, or threaten any other employee, volunteer/intern, or the
general public. Harassment and other offensive conduct include any conduct, whether verbal, written,
visual, or physical, which has the purpose or effect of interfering with an individual’s work performance
or development, or which creates an uncomfortable, intimidating, offensive, or hostile work
environment. The work environment encompasses all work-related settings, and agency related travel
and social events.
The following are examples of the type of behavior that will result in termination of service at the sole
discretion of the agency. This list is not exhaustive but only contains examples. It is not to be construed
as limiting those instances in which discharge will occur, nor limiting the organization’s right to
discharge volunteers/interns for offenses not contained in the listing of examples:
 Verbal or written threats towards a person or property; the use of vulgar or profane language or
gestures towards others; disparaging or derogatory comments or slurs; verbal, written, or physical
intimidation; bullying; name calling; and exaggerated criticism.
 Sexual advances, requests for sexual favors, and other verbal, visual, written or physical conduct of
a sexual nature.
 Derogatory or offensive signs, posters, cartoons, drawings, pictures, or publications.
 The use of organization property, services, or equipment, such as phones, faxes, copiers,
computers, mail systems, etc. for the purpose of harassing or threatening any individual.
Under no circumstances are items such as the following to be permitted in the HLUW office: All types of
firearms or items that are carried to injure, harass or threaten.’
Communications and the Media
Head of the Lakes United Way is a high-profile organization in our community and volunteers/interns
may be approached by members of the media. In order to ensure that we speak with one voice and
provide accurate information about the organization, all media inquiries should be directed to the
Marketing Director. No one may issue a press release without first consulting with the Marketing
Director.
As a participant in Head of the Lakes United Way programs, your image may be used in a variety of
communications including but not limited to: publications, Head of the Lakes United Way’s website and
social media pages, on the local cable television station, or in area newspapers or news broadcasts.
You will be notified when a photographer is on site and reserve the right to not have your image used.
Be sure to let us know your preference with the Photo Release form.
Please use your best judgment when using the Head of the Lakes United Way name on social media.
In all instances, you are not representing Head of the Lakes United Way’s views, but yours alone. Do
not identify any volunteers/interns, staff, or clients without prior consent. Head of the Lakes United Way

17. 13
reserves the right to partake in disciplinary action for irresponsible or falsified social media images or
comments.
Complaint Procedure
All volunteers/interns are responsible for helping to assure that we avoid harassment. If you feel that
you have experienced or witnessed harassment, immediately you are to notify your supervisor or the
President. In the case of harassment involving the President, the employee should notify the Board
Chair. HLUW forbids retaliation against anyone who has reported in good faith a charge of harassment.
Retaliation will result in termination of service.
HLUW’s policy is to investigate all such complaints thoroughly and promptly. To the fullest extent
practical, complaints and the terms of their resolution will be kept confidential. If an investigation
confirms that harassment has occurred, HLUW will take immediate and appropriate action, including
discipline up to and including termination of service.
Terms for Dismissal
HLUW will not dismiss a volunteer/intern without proper notification. Volunteers/interns will have verbal
and written warnings if their volunteer/intern job performance does not meet expectations. Probationary
periods will occur if necessary.
A volunteer/intern may be terminated if he/she violates terms listed above or if the volunteer/intern has
failed to improve after notification of unsatisfactory job performance. The volunteer/intern’s supervisor
will review work history and a record of discipline in a final meeting with the volunteer/intern.

18. 14
Acknowledgement of Receipt of Terms of Service
I, __________________________________________, acknowledge by signing below that I have
received HLUW Volunteer/intern Terms of Service.
I further understand and acknowledge that HLUW has the right and sole discretion to alter, modify or
delete any of the provisions contained in the Terms at any time without my consent. I understand and
acknowledge that no supervisor, employee, or other volunteer/intern of HLUW has the ability or
authority to revise or modify any provision of the Terms or make any other promises or representation
to me which is binding upon HLUW. The Terms may only be modified or superseded in writing by the
HLUW Community Impact Committee.
___________________________________________________ ______________________
Volunteer/intern’s Full Name (Please Print) Date
___________________________________________________
Volunteer/intern’s Signature
Please sign and return this page to the Volunteer/Intern Coordinator along with other necessary paperwork.