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Volunteer Handbook Rev. 5/20/14 1

Clearwater Marine Aquarium

Handbook

June 2006

Volunteer Handbook


VOLUNTEER HANDBOOK ACKNOWLEDGMENT STATEMENT

(Copy to be placed in Volunteer personnel file)

This is to acknowledge that I have received and thoroughly read the VOLUNTEER HANDBOOK from which this form was obtained. I have asked for and received to my satisfaction an explanation of anything I did not understand. I will retain a copy of the handbook for my own reference, and I will retain a copy of this statement. I further understand the following:

This handbook is a guide and not a contract and that from time to time, changes, both oral and written, can be made by Clearwater Marine Aquarium management to update or clarify these guidelines.

Clearwater Marine Aquarium management maintains the unilateral authority to alter, amend, modify, eliminate, add to, interpret and apply the guidelines outlined in this handbook, as well as all of Clearwater Marine Aquarium’s business, operational and volunteer practices as management believes is necessary or expedient to promote the overall best interests of the aquarium.

The responsibility for interpreting any of the policies, procedures, rules and benefits is entirely that of Clearwater Marine Aquarium managers.

Date:

Volunteer’s Name Printed:

Volunteer’s Signature:


TABLE OF CONTENTS

Introduction ..................................................................................................................... 7

CLEARWATER MARINE AQUARIUM ............................................................................................. 7 CLEARWATER MARINE AQUARIUM HISTORY ............................................................................... 7 CLEARWATER MARINE AQUARIUM MISSION ................................................................................ 8 CODE OF PROFESSIONAL RESPONSIBILITY ................................................................................. 8

Volunteer Policies ......................................................................................................... 11

EQUAL OPPORTUNITY ..............................................................................................................11 SEXUAL HARASSMENT POLICY .................................................................................................12 CONFIDENTIALITY ....................................................................................................................13 CREATIVE WORKS ...................................................................................................................13 SMOKING POLICY ....................................................................................................................14 INTERNET POLICY ....................................................................................................................14 SEARCH POLICY ......................................................................................................................14 COOPERATION WITH INVESTIGATIONS .......................................................................................14 PERSONAL APPEARANCE GUIDELINES ......................................................................................14 SOLICITATION AND DISTRIBUTION GUIDELINES...........................................................................17 USE OF CLEARWATER MARINE AQUARIUM SUPPLIES AND EQUIPMENT ........................................17 USE OF TELEPHONES ..............................................................................................................17 USE OF PERSONAL AUTO .........................................................................................................17 CLEARWATER MARINE AQUARIUM CREDIT CARD AND CHARGE ACCOUNTS .................................18 HANDLING OF DONATIONS TO CLEARWATER MARINE AQUARIUM ................................................18 PROGRESSIVE DISCIPLINE GUIDELINES .....................................................................................19

Volunteer Guidelines ..................................................................................................... 20

COMMITMENT AND ATTENDANCE GUIDELINES ...........................................................................20 VOLUNTEER PROGRAM ............................................................................................................22

Volunteer Recognition Program .................................................................................... 28

PERSONNEL RECORDS ............................................................................................................28 VOLUNTEER HOURS RECORDING ..............................................................................................28 VOLUNTEER RECOGNITION PROGRAM ......................................................................................29


INTRODUCTION This handbook is intended to provide you with information regarding your working conditions, culture, volunteer benefits, and policies affecting your volunteer position with Clearwater Marine Aquarium.

Since this handbook answers many common questions concerning volunteering and various programs that benefit you as a Clearwater Marine Aquarium volunteer, you are requested to read and become familiar with the contents.

This handbook is not intended to constitute a contract or create contractual rights of any kind between Clearwater Marine Aquarium and its volunteers. Volunteering is based on the mutual consent of the volunteer and Clearwater Marine Aquarium. Clearwater Marine Aquarium volunteers are scheduled “at will”. This means the volunteer or Clearwater Marine Aquarium can terminate volunteering at any time and for any reason. In addition, anyone who feels he or she has been wrongfully treated is encouraged to use the grievance procedure outlined in this handbook.

Clearwater Marine Aquarium reserves the rights to modify, suspend, change or terminate any policies in this handbook at any time, with or without prior notice. Volunteers will, of course, be notified of such changes to the handbook as they occur.

CLEARWATER MARINE AQUARIUM

Clearwater Marine Aquarium is a 501(c)(3), nonprofit, working aquarium dedicated to public education, marine research, animal assisted therapy and the rescue, rehabilitation and release of injured or sick whales, dolphins, otters and sea turtles. As the "Window to the Sea" we hope to provide visitors and residents with a better understanding and appreciation for the marine environment. As a working aquarium it is our mission to educate and foster preservation and conservation of the marine animals and habitats

CLEARWATER MARINE AQUARIUM HISTORY

Each year, hundreds of thousands people come to Clearwater Marine Aquarium to learn about dolphins, sea turtles and other wonders of the sea, but few know the fascinating history behind the big, blue building near Clearwater Beach.

In 1972, a group of dedicated volunteers decided to establish a permanent marine biology learning center in our area. The Sea-ORAMA, a mounted fish exhibit at Clearwater Marina, had been in storage for several years, and residents missed having a place to go to learn about the sea. They hoped for a larger exhibit with live marine animals to observe, and with Mary MacCormack and Al Priest leading the effort, incorporated under the name Clearwater Marine Science Center (CMSC). Soon a search for a site for the prospective facility was underway.

In 1978, the City of Clearwater agreed to lease an abandoned water treatment plant on Island Estates to CMSC. With its huge holding tanks and bay location, the building appeared perfect for a marine facility’s needs. In 1978, marine biologist Dennis Kellenberger began directing renovations and soon the first classroom was opened. Volunteers built a pontoon boat, which was used to gather specimens for an aquarium and conduct field trips for the new classes.

In 1979, Kellenberger was hired to be CMSC’s CEO; his main duties were teaching classes and spearheading a massive remodeling effort. Little by little, the cement building was modified for


aquarium purposes, and in 1980 was granted a USDA Research Facility permit, allowing it to ready two 65,000 gallon pools for the rehabilitation of dolphins, whales and sea turtles. In 1981, the first exhibit room was opened to the public. Over the next few years, thanks to many donations and immense volunteer efforts, CMSC grew and grew. Many animals were cared for, and in 1984 a bottlenose dolphin named “Sunset Sam” was rescued and given a permanent home at the center.

In the 1990's, the Clearwater Marine Science Center continued to develop, becoming well respected worldwide for its rescue and rehabilitation work with marine animals. Four bottlenose dolphins were rehabilitated and successfully released back to the wild. The sea turtle nesting program and beach renourishment studies also enjoyed great success, and the Full Circle program began to offer animal-assisted therapy sessions with marine animals to children with special needs. In 1995, as renovations continued to provide more public area and education programs, the name was changed to Clearwater Marine Aquarium to reflect this increasing level and scope of community interaction.

Today, Clearwater Marine Aquarium is an internationally respected center for animal care, public education and marine research. Yet, in spite of our incredible growth and development, we remain your “neighborhood” aquarium, a place where children and adults alike can continue to wonder at the unending diversity, grace and beauty of the creatures of the sea.

Our scientist’s knowledge of marine animals, where they live, why they strand, and how to best help them, is steadily increasing. So too, is the public’s awareness of our work with marine animals. These developments ensure that Clearwater Marine Aquarium will continue its mission of rescue, rehabilitation and release of marine animals, while advancing to the forefront of marine science research. We are glad you are a part of our team!

CLEARWATER MARINE AQUARIUM MISSION

Clearwater Marine Aquarium is a unique marine hospital and rescue facility. We believe in preserving our marine life and environment while inspiring the human spirit through leadership in education, research, rescue, rehabilitation, and release of marine animals.

CODE OF PROFESSIONAL RESPONSIBILITY

Your ethics, value systems and code of conduct play a vital role in the success of Clearwater Marine Aquarium. Therefore we have a CODE OF PROFESSIONAL RESPONSIBILITY that provides you with information about the standards of integrity Clearwater Marine Aquarium expects all volunteers to follow.

We will treat each other with respect and dignity, valuing individual and cultural differences. Keep in mind, this doesn’t address every situation or set forth every rule, nor is it a substitute for the responsibility of every volunteer to exercise good judgment.


Volunteers who don’t comply with Clearwater Marine Aquarium’s code of professional responsibility and other Clearwater Marine Aquarium policies may be disciplined, up to and including termination. This code consists of the following two separate but interrelated parts:

Ethical Considerations

Conditions of Volunteering

ETHICAL CONSIDERATIONS

Volunteers are obligated to maintain the high standards of lawful and ethical conduct as public confidence in Clearwater Marine Aquarium may be eroded by irresponsible or improper behavior.

The integrity of our organization can only be maintained by adhering to the following Conditions of Volunteering.

CONDITIONS OF VOLUNTEERING

Every volunteer is responsible for creating this work environment of dignity and respect, and is expected to observe “common sense” rules of honesty, good conduct and fair play to maintain effective working relationships. This includes respect for and sensitivity to the feelings of co-workers. We will treat each other with respect and dignity, valuing individual and cultural differences.

Recognizing that our goal of education and marine life rehabilitation begins with our volunteers, we empower them to use their capabilities to the fullest extent to satisfy our visitor’s requirements. Clearwater Marine Aquarium provides an environment that is conducive to your professional growth. In return, we expect the highest personal and professional conduct on the job. Any conduct that would tend to reflect adversely on a volunteer or Clearwater Marine Aquarium can result in disciplinary action up to termination.

One very important reason you have been chosen to volunteer for Clearwater Marine Aquarium is because, in the judgment of those who selected you, you will uphold the ethical and behavioral principles stated in this handbook. Unfortunately, because some volunteers may fall short of these expectations, Clearwater Marine Aquarium reserves the right to make and enforce rules of conduct, which are necessary for orderly and efficient operation. You are expected to understand and comply with these rules.

Clearwater Marine Aquarium bases volunteering on the mutual consent of the volunteer and Clearwater Marine Aquarium. Volunteer status may be terminated at anytime, with or without notice, for any or no reason, at the will of the employee or Clearwater Marine Aquarium. The following are examples of conduct that could result in disciplinary action, up to termination:

Making false statements or deliberately failing to disclose a material fact requested in connection with your application for volunteering, etc. Violating a condition of volunteering or operational policy. Irregular attendance, absence without proper notice, or excessive tardiness. Insubordination, abusive or threatening language to a supervisor, other volunteers, Board Members, employees, visitors or guests.

Threats or acts of violence in any form (including implicit), on a volunteer, Board Member, employee, visitor or guest.


Conduct that is prejudicial, defamatory or discriminatory towards fellow volunteers, Board Members, employees, visitors or guests.

Breach of confidentiality.

Sexual or other harassment of an employee, Board Member, volunteer, visitor or guest.

Larceny, theft, embezzlement, fraud, forgery, misappropriation of funds or any other dishonest or fraudulent act of omission.

Illegal, immoral or indecent conduct on the premises.

Conviction of any crime and/or not reporting a conviction of a crime.

Failure to report an arrest within 72 hours, verbally or written, to the Volunteer Department.

Unsatisfactory performance.

Sale, distribution, possession, use, manufacture, or cultivation of an illegal, controlled substance, as defined in our drug-free workplace guidelines.

Drinking or being under the influence of alcoholic beverages while on Clearwater Marine Aquarium premises, conducting any Clearwater Marine Aquarium work-related activities or operating equipment or vehicles owned by Clearwater Marine Aquarium.

Possession of firearms on the premises.

Refusal or failure to perform assigned work.

Violating Clearwater Marine Aquarium policies.

Carelessness or negligence in the handling or control of Clearwater Marine Aquarium equipment and property.

Improper or unauthorized use of Clearwater Marine Aquarium credit cards or charge accounts.

Unlawful or unethical conduct or behavior that would adversely impact an employee, Board Member or volunteer of Clearwater Marine Aquarium.


VOLUNTEER POLICIES

EQUAL OPPORTUNITY

Clearwater Marine Aquarium is firmly committed to a policy of equal opportunity for all its volunteers and all applicants who apply for volunteering and does not discriminate in volunteer opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, or any other characteristics.

It is the policy of Clearwater Marine Aquarium to comply with all laws related to equal opportunity with regards to the following, but not limited to, personnel activities that affect our volunteers:

Recruiting

Working conditions

Training

Transfers

Clearwater Marine Aquarium social and recreational events

Discipline Clearwater Marine Aquariums applies the same principles to the vendors, contractors and businesses that we use.

ACCOMMODATIONS

Clearwater Marine Aquarium will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship or would cause a significant risk to other employees, volunteers or guests.

Reasonable accommodation is defined as an alteration or modification to Clearwater Marine Aquarium workplace or environment, equipment or job task which would permit a volunteer with a known disability to perform a specific job for which they are qualified.

The reasonableness of the accommodation is determined on a case-by-case basis, taking into consideration cost, business needs and other variables.

You are encouraged to inform and discuss with the Volunteer Coordinator your status as an individual with a disability, if you require some type of accommodation.

COMMUNICATING QUESTIONS AND CONCERNS

Any volunteer with questions or concerns about any type of discrimination in the workplace is encouraged to bring these issues to the attention of his or her immediate supervisor or the Volunteer Department. Volunteers can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination or in any retaliation for raising questions or concerns about discrimination will be subject to disciplinary action, up to and including termination.


SEXUAL HARASSMENT POLICY

We are committed to providing a work environment that is free of discrimination and harassment based on an individual’s race, color, religion, sex, national origin, age, disability, marital status, or any other characteristics that represent diversity among our staff, interns and volunteers. This includes freedom from sexual harassment in any form.

Clearwater Marine Aquarium is equally opposed to willful and intentional bad faith allegations of such harassment.

Clearwater Marine Aquarium, in compliance with Title VII of the Civil Rights Act, absolutely opposes and strictly prohibits any act of sexual harassment, and will not tolerate such action by employees or volunteers, whether they hold a subordinate or management position. This also includes actions of those contracted or doing business with Clearwater Marine Aquarium.

The Equal Employment Opportunity Commission has issued guidelines to define sexual harassment in the workplace. These guidelines identified three basic circumstances in which “unwelcome sexual advance, requests for sexual favors and other verbal or physical conduct of a sexual nature” will be considered sexual harassment. Those circumstances are:

1. Where submission to the conduct is an explicit or implicit term or condition of volunteering.

2. Where volunteer decisions concerning an individual are based on whether he or she submitted to or rejected sexually harassing actions.

3. Where such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile or offensive work environment, such as displaying inappropriate materials in the office environment.

EXAMPLES OF SEXUAL HARASSMENT

Verbal: A sexual innuendo, suggestive comments, jokes of a sexual nature, sexual propositions, and threats.

Non-Verbal: Sexually suggestive objects or pictures, graphic commentaries, suggestive or insulting sounds, leering, whistling, obscene gestures.

Physical: Unwanted physical contact, including touching, pinching, brushing the body, coerced sexual intercourse, and assault.

HARASSMENT COMPLAINT PROCEDURE

Clearwater Marine Aquarium encourages any volunteer who feels he or she is being subjected to sexual harassment as well as any other harassment identified above, or who has observed such behavior, to immediately report the incident to the HR Department. A volunteer can raise concerns and make report of harassment without fear of reprisal.

Any manager who becomes aware of possible sexual harassment or other forms of harassment must promptly report it the HR Department, who will advise accordingly. Anyone engaging in sexual or other forms of harassment set forth above will be subject to disciplinary action up to, and including termination.


It is Clearwater Marine Aquarium’s responsibility to promptly initiate an investigation regarding all allegations of sexual harassment. In doing so Clearwater Marine Aquarium will adhere to the following steps:

Maintain confidentiality to the extent possible.

Take the appropriate remedial action when an investigation confirms harassment has occurred.

Any person found to knowingly report a false statement of harassment will be subject to disciplinary action up to, and including termination.

CONFIDENTIALITY

The protection of confidential business information and trade secrets is vital to the interests and success of Clearwater Marine Aquarium. No volunteer shall disclose confidential and/or proprietary information gained by reason of his or her position with Clearwater Marine Aquarium except in and as part of his or her normal duties as a volunteer; nor shall a volunteer use such confidential information for personal gain or benefit. The following are some but not all examples of confidential information:

Employee or volunteer personnel data

Compensation data

Conversation as a result of being interviewed during an investigation

Member donor or funding data and lists

Financial statistics, reports, transactions, information, etc.

Pending projects and proposals

Clearwater Marine Aquarium design and development

Animal health status and/or records

CREATIVE WORKS

All creative works conceived and/or produced while in the employ of Clearwater Marine Aquarium are considered and shall remain the sole property of Clearwater Marine Aquarium, and may be used without remuneration to the creator. Such creative works include, but are not limited to, the following:

Photographs and video images

Drawings, renderings and other artwork

Computer programming and configurations

Jingles, slogans, names and sayings

Recorded sounds and music

No volunteer shall photograph, copy, sell, disseminate or otherwise use creative works as defined by this guideline without the express written permission of the CEO.


SMOKING POLICY

In compliance with the Florida Clean Indoor Air Act, Clearwater Marine Aquarium permits smoking in designated areas only. Smoking is not permitted inside the aquarium, or any other company owned building, vehicle or vessel.

INTERNET POLICY

The Internet may only be used for business purposes only. Any unauthorized use of Clearwater Marine Aquarium’s computers, Internet service or e-mail may result in disciplinary action up to termination. Internet communications are subject to the same requirements that apply to e-mail messages as set forth in Clearwater Marine Aquarium e-mail policy.

Files cannot be posted to the Internet without authority of the CEO. The posting of information that does reflect the standards and policies of Clearwater Marine Aquarium is strictly prohibited. Confidential or proprietary information may only be posted to the Internet with CEO approval. The posting of material that is subject to copyright protection may only be posted with permission of copyright holder.

SEARCH POLICY

Clearwater Marine Aquarium reserves the right to search all vehicles, containers, lockers, or other items on Clearwater Marine Aquarium property in furtherance of this policy. Individuals may be requested to display personal property for visual inspection upon company request. However, searches will only be conducted where Clearwater Marine Aquarium has reason to believe that the volunteer has violated Clearwater Marine Aquarium policy. Searches of a volunteer’s personal property will take place only in the volunteers’ presence and will be carried out with the utmost discretion and consideration for the volunteer involved.

Failure to consent to search or to display personal property for visual inspection may be grounds for disciplinary action, up to termination.

COOPERATION WITH INVESTIGATIONS

As a condition of volunteering, all volunteers are expected to cooperate fully in any investigation of alleged improper conduct and are expected to tell the truth.

It is important for the volunteer to understand his or her conversation with the investigator is of a confidential nature to the extent required by law, and he or she is not to discuss any aspect of this conversation with anyone during the investigation. Any breach of this confidentiality or evidence that confirms the volunteer did not tell the truth during the investigation could compromise the investigation and could result in the termination of the volunteer interviewed.

PERSONAL APPEARANCE GUIDELINES

During the course of performing your volunteer duties you will come in contact with guests coming to our aquarium. Even those working behind the scenes will have occasional guest contact. It is therefore essential that standards of dress, grooming, and personal hygiene be


established. These standards will greatly contribute to the morale of all volunteers and affect the public image Clearwater Marine Aquarium presents to guests and other visitors.

Moderation and appropriateness are the key words, for both men and women, which apply to all areas of appearance, such as cosmetics, jewelry, hairstyles, fashions in clothing and accessories, and appropriate shoes.

Clearwater Marine Aquarium will provide an initial issue to certain employees, volunteers and interns with various type uniforms. It will be your responsibility to maintain these uniforms, by keeping them cleaned and wrinkle-free. All uniforms must be worn as instructed by management.

These uniforms are provided for the following reasons:

To identify our employees, volunteers and interns as a reliable source of information for our guests.

To continually promote the concept of working together as a team.

All employees, volunteers and interns except as designated by the Department Managers, are expected to wear uniforms during all working hours. These uniforms must be worn, unless otherwise authorized by your manager. Other special attire may also be required depending upon the department to which you are assigned. Please consult your immediate manager regarding the proper attire to be worn in your area. All approved uniform items are to be purchased thru the HR/Volunteer department.

UNIFORMS

Guest Relations, Food Service and Retail: Green CMA uniform shirt, khaki or black colored pants, shorts or skirt. Education: Blue CMA uniform shirt, khaki or black colored pants, shorts or skirt. Animal Care: Blue CMA uniform shirt, khaki or black colored pants, shorts or skirt. All other areas as deemed by Department Managers. All clothing items must be in good condition, clean, no holes, rips, or frayed edges. Pants or shorts are to be appropriately sized and worn from the waist. Low-rise pants are not allowed. Employees, volunteers and interns wearing the aquarium uniform off-site remain associated with Clearwater Marine Aquarium in the public’s view and, therefore, should adhere to the aquarium’s policy guidelines in their capacity as ambassadors.

Employees, volunteers and interns who appear for work inappropriately dressed may be sent home and directed to return to work in proper attire.

Personal hygiene and cleanliness are essential to being a good ambassador for Clearwater Marine Aquarium. A neat, clean, professional appearance is a requirement for all employees. Normally you may wear your hair the way you choose, as long as it remains well-trimmed, and groomed. Extreme hairstyles like mohawks, multiple or unusual colors, etc. are not acceptable.


For women, hair should not be arranged with ribbons, clips, beads, etc. Basic devices such as barrettes and hair holders are acceptable, as long as they appear businesslike and do not pose a safety hazard. Makeup should be appropriate for the work setting and should be used in moderation.

For men, mustaches and beards should be clean, neatly trimmed and not exaggerated. Beards, if worn, must also be well-groomed and neat. Beards must not pose a safety hazard.

Belts must be plain, fabric, or leather and must be of appropriate color (brown, black or tan).

Shorts should be no more than 4-6 inches above the knee.

Shoes must be worn at all times. Shoes must be closed toe and low heeled. Sandals with a strap may be acceptable in areas where deemed appropriate by the manager, no flip-flops. Socks are optional, however, if worn, must be a neutral and solid color (black, tan or white).

Nametags should be worn on the right side, chest high. Nametags are recommended for all non-animal care staff. Consult your manager as to whether you are required to wear a nametag.

Approved uniform caps and visors are permitted. All hats must have Clearwater Marine Aquarium logo with a solid approved color purchased thru the HR/Volunteer department. Caps and visors must be worn facing forward.

Sunglasses are for outdoor, daytime use only and should not be worn inside the aquarium unless for medical reasons.

Jewelry and accessories must be conservative in nature and may not affect the ability to effectively interact with guests or animals. Two separate earrings per ear lobe are acceptable. For males, stud earrings are permitted up to ¼ inch in diameter. Hoop earrings are not permitted. For females, earrings may be no larger than 2 inches in diameter.

o Posts and spacers (gauges) are not permitted. Visible facial including nose, body and tongue piercing is not permitted.

o Up to two pieces of jewelry per wrist are acceptable. Up to two rings per hand may be worn.

Clothing or accessories that advertise products or services should be avoided (watches and shoes excluded).

Clearwater Marine Aquarium sweatshirts are available and should not be worn around the waist.

TATTOOS:

One visible tattoo is allowed for employees who interact with guests, subject to the following conditions: Tattoos may be no larger than 2”x2”. Tattoos are not permitted on hands, face, neck or head. Visible tattoos are defined as those visible when wearing the CMA uniform or other clothing appropriate to the work environment. The use of bandages, wristbands, make-up or other items to cover tattoos is not permitted. Tattoos that management may deem a violation discriminatory or harassing are not allowed. These may include, but are not limited to any tattoo that may be perceived as discriminatory based on race, color, religion, sex, national origin or ancestry, creed, age, sexual orientation or any other basis proscribed by applicable non-discrimination laws.


SOLICITATION AND DISTRIBUTION GUIDELINES

In an effort to limit disruption to the workplace and to assure a productive and harmonious work environment, persons employed, as well as those not employed, by Clearwater Marine Aquarium should not solicit or distribute literature in the workplace at any time for any purpose.

In order to provide an equitable, non-partisan environment, free from conflicts of interest and in compliance with all applicable non-profit federal, state, and local laws, you should not solicit any support for any activities regarding a particular political party or religious denomination.

USE OF CLEARWATER MARINE AQUARIUM SUPPLIES AND EQUIPMENT

Clearwater Marine Aquarium supplies and equipment whether purchased, donated or on loan, must be used for valid business purposes only. Personal use is not normally permitted. Donated items especially may not be appropriated for personal use.

Volunteers may purchase items from Clearwater Marine Aquarium which are not needed for its activities and which would otherwise be sold. Volunteers purchasing items from Clearwater Marine Aquarium must document that they paid fair market value.

Occasionally, the use of a Clearwater Marine Aquarium car, boat, computer or other asset may be made available from time to time to an volunteer. Any such use must be approved in advance by the CEO and must be thoroughly documented as to the amount of use and the purpose of granting the use.

Clearwater Marine Aquarium vehicles may not be used for personal use. Drivers are to return them to their designated parking locations immediately after completing any official aquarium business. The CEO must approve parking or storage locations.

No unauthorized passengers may ride in the vehicles at any time.

USE OF TELEPHONES

Clearwater Marine Aquarium telephones are for official Clearwater Marine Aquarium business. Personal calls and conversations are not allowed.

USE OF PERSONAL AUTO

On occasion, you may be required to use your personal automobile for Clearwater Marine Aquarium business. You must be sure you have proper insurance to protect yourself and your passengers in the event of an accident. If you use your car for business purposes, Clearwater Marine Aquarium must be given evidence of your insurance for its files. We cannot provide insurance for you when you are driving your personal vehicle.


CLEARWATER MARINE AQUARIUM CREDIT CARD AND CHARGE ACCOUNTS

From time to time Clearwater Marine Aquarium may, for reasons of convenience, obtain credit cards or charge accounts. These are to be used strictly for Clearwater Marine Aquarium business and each use must be approved in advance by the designated authority. Any misuse or unauthorized use of Clearwater Marine Aquarium credit cards or charge accounts will be considered as theft and would be grounds for disciplinary action, up to termination.

HANDLING OF DONATIONS TO CLEARWATER MARINE AQUARIUM

Individuals and corporations who contribute cash, tangible property or materials to non-profit [IRS Section 501(c)3] organizations, such as ours, may claim the fair market value of such donations as income tax deductions. All donations are financial transactions and must be recorded on Clearwater Marine Aquarium’s books. Anyone making such a donation must be given a copy of an appropriate receipt. Instructions on the proper handling of these transactions may be obtained from Accounting. Improper handling of donated cash, property, or materials is grounds for disciplinary action, possible termination and, in extreme instances, prosecution.


PROGRESSIVE DISCIPLINE GUIDELINES

It is our practice to ensure that appropriate disciplinary action is taken when your performance or conduct is considered unsatisfactory. Clearwater Marine Aquarium encourages a quick and reasonable resolution of any such problems or complaints. It is Clearwater Marine Aquarium policy to carry out correction actions in a way that guarantees the dignity and fair treatment of volunteers, offers a best chance of positive problem solution and ensure compliance with Federal, State and local laws. It is Clearwater Marine Aquarium’s culture whenever possible to give each volunteer the opportunity to succeed. Through our progressive discipline guideline, the volunteer is made fully aware of the unacceptable performance or conduct and the required corrective actions needed or the appropriate disciplinary actions called for. The progressive discipline process may consist of one or all of the following progressive discipline steps:

1. Discussion – Most corrective efforts will begin with an informal job performance discussion outlining areas of concern, feedback and guidelines for problem resolution. A detailed description of the discussion and the resulting objectives will be noted in the employee personnel file.

2. Verbal Warning – In most cases where the discussion has not resulted in the

correction of the problem(s), the next step is to hold a verbal warning. A verbal warning includes a candid talk about the importance of the situation and the need for the volunteer to improve.

3. Written Warning – The written warning allows the supervisor to clearly state the

performance situation, the need to improve, and the consequences of failure to meet expectations.

4. Suspension – A period of suspension from volunteering at Clearwater Marine

Aquarium. During the allotted time period, the Volunteer may not enter the facility and will have all volunteer privileges revoked.

5. Termination – The volunteer is removed from the program.


VOLUNTEER GUIDELINES

COMMITMENT AND ATTENDANCE GUIDELINES

Our values call for a work environment characterized by integrity and individual accountability. This accountability includes, but is not limited to, each volunteer adhering to a pre-determined work schedule. It is at the discretion of management to modify or change working hours and/or shifts of Clearwater Marine Aquarium’s volunteers based on the needs of the business.

VOLUNTEER COMMUNICATION

Clearwater Marine Aquarium communicates a great deal via email. It is important to check your email daily to ensure you receive important messages and notifications. Emails must be read in their entirety including all attachments to ensure all information is obtained. If you change your email address, it is your responsibility to notify your volunteer supervisor and update in the volunteer log in program.

Clearwater Marine Aquarium also provides important information on the training website. It should be checked regularly at www.cmatraining.org

VOLUNTEER COMMITMENT

In order to maintain active volunteer status, you must commit to at least one four-hour shift per week in the same department. That shift must be on the same day each week. For example, if your shift is from 9am to 1pm on Mondays, it must be every Monday. You cannot work Monday on one week and Thursday the next week.

Your commitment must be for a minimum of four continuous months. Working two shifts a week instead of one, does not shorten the four month commitment.

Special Department Commitment

Certain departments have special commitment requirements.

Dive Team

The Volunteer Dive team does AM and PM dives every day. If selected for the Dive Team, you must commit to a minimum of two dives per month.

Stranding Team

A volunteer is eligible to apply for the Stranding Team after six months of continuous volunteering in another department. Not everyone is accepted. Because of the nature of the Stranding Team duties, there is not a minimum commitment requirement.

Sea Turtle Nesting Team

A volunteer is eligible to apply for the Sea Turtle Nesting Team if they are a current volunteer in good standing in another CMA Department. Because of the seasonal nature of sea turtle nesting, there is a once per week minimum commitment for volunteer nest sitters required only during nesting season.

http://www.cmatraining.org/


VOLUNTEER ATTENDANCE GUIDELINES

If you are unable to report to your shift due to illness, injury or emergency, you must notify your Volunteer Supervisor thirty (30) minutes before the start of your scheduled workday, whenever possible.

If you fail to report to your volunteer shift for two (2) consecutive shifts without notifying your Volunteer Supervisor, you will be regarded as having voluntarily resigned your volunteer position. Excessive absences, even with notification, as determined by your Department Volunteer Supervisor and the Volunteer Department may result in removal from the program.

If absent due to illness, Clearwater Marine Aquarium reserves the right to request a return-to-work statement from a licensed physician at any time. The return-to-work statement must list the release date and the return-to-work date.

It is our intent to ensure that all volunteers are placed in a safe work environment. Therefore, we reserve the right to arrange a contracted medical service, at our cost, to ensure that you are able to perform your duties without any adverse impact. This may require a contracted medical service to consult with your physician.

LEAVE OF ABSENCE

Volunteers may request a leave of absence for Military, FMLA, or Medical reasons and will not lose any of their volunteer privileges or status. A note from a licensed medical professional indicating the volunteer is able to return to their normal duties may be required for Medical Leave.

Other Leave of Absences may be granted on a case by case basis.

To request a Leave of Absence, the volunteer must submit via email to both their volunteer supervisor and the Volunteer Department.

During the Leave of Absence, all volunteer privileges will be suspended except for Leaves described above.

If a Leave of Absence is granted (other than Medical, Military, or FMLA), the volunteer’s return to the program is at the discretion of the Volunteer Department based on need.

A volunteer who is gone for more than one year must reapply to the Volunteer Program, attend an Information Session, and complete all orientation training modules.

SEASONAL VOLUNTEER

Clearwater Marine Aquarium allows seasonal volunteers providing they are able to adhere to the commitment guidelines of at least one 4-hour shift per week for a duration of at least four months.

After acceptance in the Volunteer Program, the Seasonal Volunteer must give at least 30 days notice of their end date to the Volunteer Department. The Seasonal Volunteer must also give at least 30 days notice indicating their desire to return to the program. Failure to give notice may impact the Volunteer’s ability to return to the program.


VOLUNTEER PROGRAM

Volunteers at Clearwater Marine Aquarium are the lifeblood of the organization. Our volunteer program was designed to include several key factors.

Structure and Accountability

Appropriate Training

Volunteer Recognition

VOLUNTEER PROCESS

In order to become a volunteer at Clearwater Marine Aquarium, prospective volunteers must:

Go to www.seewinter.com and download and complete the volunteer application.

Sign up for a Volunteer Information Session and pay a $25.00 application fee. If accepted into the program, the fee includes the first uniform shirt.

Bring the completed application to a Volunteer Information Session.

Clear a background check.

Selected applicants will be emailed detailed information about the program and must return an email indicating their top three department choices. After a phone interview, selected applicants will be accepted into the program and assigned a department.

VOLUNTEER ORIENTATION

Prior to reporting for their first shift, new volunteers are required to complete certain online training modules with associated quizzes and acknowledgement sheets. Volunteers may not start at CMA until all materials are completed. The modules include:

Orientation Training Manual

Developing a Guest-Focused Attitude

Proper Animal Protocol

Disability Sensitivity

Confidentiality & Likeness Policy & Acknowledgement Sheet

Volunteer Policy Handbook & Acknowledgement Sheet

Media Policy

All completed materials must be sent to the Volunteer Department (via email, fax or mail) before the volunteer is scheduled for their first shift.

http://www.seewinter.com/


VOLUNTEER SUPERVISOR

Each department at Clearwater Marine Aquarium that accepts volunteers must have a Volunteer Supervisor. This provides program structure by maintaining a single point of contact for the volunteers. The Volunteer Supervisor is not a separate job position, but rather an assignment to an existing Staff Member or sufficiently experienced volunteer. The Volunteer Supervisor will oversee the scheduling and training of all volunteers within the department and be the contact between the volunteer and the Volunteer Department.

VOLUNTEER EVALUATION

The Volunteer Supervisor is responsible for evaluating the volunteer’s performance using the Volunteer Evaluation Form initially after the volunteer’s first 90 days and again annually on the anniversary date of the volunteer’s start date. Copies of the evaluation form are to be sent to the Volunteer Department to be included in the volunteer’s personnel file.

VOLUNTEER RANKS

CMA’s Volunteer Program consists of several distinct areas with diverse skill categories and responsibilities. These ranks are designated to enhance volunteer strengths and meet the varied needs of the aquarium.

As the volunteer progresses to another rank they are given an official certificate of achievement and are afforded additional benefits as outlined in the Volunteer Rewards & Benefits section below.

All volunteers begin at an entry rank known as Volunteer Trainee within an assigned department. Much of the initial training consists of the basic knowledge needed to be a valued volunteer. As a trainee advances through the respective department’s program, they will learn specific skills pertaining to their assigned department. If a trainee wishes to progress to the next rank, they will be considered for advancement using the following criteria regardless of the department they may be assigned to:

1. Number of hours the volunteer has worked each month.

2. The knowledge they have acquired to function at the next rank as determined by their assigned department and the recommendation of their assigned supervisor.

3. The dependability of the volunteer to work their assigned schedule.

4. Flexibility in accepting various assignments.

The Volunteer Ranks within the Volunteer Program are:

Volunteer Trainee

Volunteer Associate

Senior Volunteer

Master Volunteer


Volunteer Trainee

Volunteer Trainee is considered a probationary rank. A volunteer serving at this rank will work under the direct supervision of an assigned ranking volunteer and/or staff member. Volunteer Trainees must maintain a minimum of 16-hours of volunteer time per month (4-hours a week) and must complete training classes for the Volunteer Trainee Rank within 90 days of beginning the program.

After 90 days of maintaining minimum hours at the Volunteer Trainee Rank and successful completion of all Volunteer Trainee Classes, a Volunteer will be promoted to the Volunteer Associate Rank.

Volunteer Associate

Volunteer Associates must maintain 16-hours of volunteer time per month (4-hours per week).

Most volunteers will spend the bulk of their time at this rank. Associates will successfully execute the duties as required by their department.

Senior Volunteer

In order to progress to the rank of Senior Volunteer, the volunteer must:

Must maintain 16-hours per month (4 hours per week) for a minimum of 192 hours (12 months.)

Must have mastered all aspects of their department as outlined by department requirements.

Must have the recommendation of their department head, department volunteer supervisor, and Volunteer department

Must be able to increase their volunteer commitment to a minimum of 32 hours per month (8 hours or two shifts per week)

Senior Volunteers must maintain 32-hours of volunteer time per month (8-hours or two shifts per week).

Senior Volunteer duties are determined by department and may also include training and leading Volunteer Trainees, Volunteer Associates and any assigned duties by staff.

Master Volunteer

In order to progress to the rank of Master Volunteer, the volunteer:

Volunteer in (2) volunteer departments (1-Animal Care and 1-Non Animal Care)

Complete a minimum of 384 hours per year at Senior Volunteer Rank for 5 years

Receive 2 department recommendations (1-Animal Care department and 1-Non Animal Care department) and the recommendation of the Volunteer Department

Our Master Volunteers have a broad, well rounded knowledge of CMA and the responsibilities of many of its departments. In fact, they have probably worked in or have been exposed to


most departments during their ascent to this rank. When a volunteer reaches this rank, they have demonstrated a very high level of commitment to our organization and mission. The Master Volunteer enjoys respect and status of the highest rank in our volunteer organization and is a valued leader.

To maintain the Master Volunteer Rank, the volunteer must continue to volunteer for 32 hours per month (8 hours or two shifts per week).


VOLUNTEER DEPARTMENT CLASSIFICATION

For the purposes of determining Master Volunteer Rank, please consult the table below:

Animal Care Non-Animal Care

Dive Team Education

Marine Mammal Guest Relations

Sea Turtle Rehab Hospitality

Water Quality / Aquatics Retail

Stranding Admin HR

Web

Development

Events

VOLUNTEER COMMITTEE

Clearwater Marine Aquarium has a Volunteer Committee which meets monthly and is comprised of the AVP of HR, the Volunteer Coordinator, Training & Development Specialist and three volunteers. They are responsible for oversight of the Volunteer Program and its members. The primary goal of the Volunteer Committee is to develop and maintain a successful volunteer force to assist in carrying out the mission and operations of Clearwater Marine Aquarium.

Volunteer Committee duties may include Staff/Volunteer/Intern lounge inspections, department specific workshops, hosting quarterly Volunteer meetings for all volunteer ranks to discuss updates and news involving the Volunteer. The Committee will make recommendations for policies and to improve operations.

Note: The Volunteer Committee will not address personnel issues or discipline concerns, but rather focus on volunteer program itself.

The committee will keep in touch with volunteers and acknowledge such events as anniversary of start date, illnesses and bereavement. The Committee will plan and execute occasional Volunteer Fun Nights. The Committee will track and fulfill all Volunteer rewards.

The initial Volunteer Committee members will be selected by the three committee Staff members. Volunteers may serve on the Committee a minimum of one year to a maximum of two years. After one year, the Committee will vote to determine whether each volunteer member will remain on the committee for a second year. After two years, the volunteer committee member must vacate their seat and new applications will be taken.

In order to apply for the Volunteer Committee, a volunteer must meet the following requirements:

Must be a volunteer in good standing


Must be an “active” volunteer for a minimum of one year

Must obtain a recommendation letter from their Volunteer Supervisor

Must be able to commit to the Volunteer Committee meetings and additional duties

Volunteer Committee Application process

The committee term runs from May 1st – April 30th each year.

In order to apply, each Volunteer Committee candidate must submit a Volunteer Committee application, a recommendation letter and essay as to why they would like to be a Committee member. The application must be turned in by March 1st of each year. The decision will be made on April 1st of each year for the term beginning on May 1st.

Volunteers are encouraged to offer suggestions, ideas, questions, and even grievances to the Volunteer Committee. These must be submitted in writing and may be emailed to the volunteer committee at [email protected]

mailto:[email protected]


VOLUNTEER RECOGNITION PROGRAM

PERSONNEL RECORDS

A volunteer’s personnel record contains information pertinent to his or her volunteer and benefit status. It is kept by Clearwater Marine Aquarium and is the property of Clearwater Marine Aquarium. The information in the personnel record is considered personal and confidential.

Clearwater Marine Aquarium takes precaution to ensure that each employee's right to privacy is protected. Personnel records are made available only to authorized persons who have a legitimate need to see them.

In addition to a paper filing system, the Volunteer Department maintains a computerized volunteer database which serves as a learning management system to track all required training modules.

The accuracy of your records is very important. You should inform your supervisor of any changes in the following:

Address or telephone number

Email address

Name (marriage, etc.)

Person to notify in case of an emergency

VOLUNTEER HOURS RECORDING

In order to accurately track volunteer hours, a program has been developed that will run on a computer in the volunteer lounges at both CMA & WDTA. At the end of each shift, the volunteer will log in, select the department in which they volunteered, and input the number of hours they worked that day. Volunteers MUST log their hours each day into the system. Failure to log hours will result in the volunteer not getting credit for hours worked. A running total of their hours is displayed on the volunteer’s individual home screen. In addition, there is a section where the volunteer can update their contact information.

The program will be administered by the Volunteer Department. Reports can be run showing total hours, and yearly hours, as well as others as needed in order to track and appropriately reward volunteers for their service.


VOLUNTEER RECOGNITION PROGRAM

The volunteer recognition program was designed to appropriately reward CMA volunteers based on hours of service and level of commitment.

All volunteers are eligible for a new uniform shirt free of charge after every 192 hours of service limited to 1 per year.

CMA will host an annual Recognition Event providing an evening of entertainment, team building and recognition for all volunteers.

The Volunteer Committee will organize at least 4 (quarterly) “Volunteer Fun Nights” to further foster teamwork. Examples include bowling nights, miniature golf, pot-luck picnics, and outings to sporting events. Although the cost of the Volunteer Fun Nights will be borne by the volunteers, the Volunteer Committee may negotiate discounts at various venues to help minimize the expense.

After 30 days of service, all volunteers receive the following benefits:

Free Admission to CMA and WDTA for the volunteer & 4 guests daily

50% off Camps (up to 2 camps per year)

50% off Animal Encounter Programs (up to 2 programs per year)

50% off Kayak Program (up to 4 per year)

25% off CMA birthday parties (for immediate family- children or grandchildren.)

20% off retail purchased at CMA and WDTA

$5.00 off photo opportunities

Four complimentary standby tickets per year for the Sea Life Safari and two complimentary standby tickets per year for the Explore-a-tour boat trips.

Details on how to redeem these benefits are outlined in the Volunteer Benefits document provided by the Volunteer Department.

Each month a Volunteer of the Month will be selected. The Volunteer of the Month will be recognized in the weekly CMA meeting and associated minutes and will be allowed to park in the “Volunteer of the Month” parking space near the aquarium for one month.

Advancement Rewards

Upon being promoted to Volunteer Associate, the volunteer will receive an official Certificate of Achievement.

Upon being promoted to Senior Volunteer, the volunteer will receive an official Certificate of Achievement, a Senior Volunteer shirt, and one voucher for either a Shark Encounter or a Pelican Feeding to be redeemed only during non-peak season. Vouchers are transferable. Senior Volunteers will be officially thanked on the CMA website and Facebook sites. Senior Volunteers will be recognized at the Annual Volunteer Party with a Senior Volunteer Plaque.

Upon being promoted to Master Volunteer, the volunteer will receive an official Certificate of Achievement, a Master Volunteer shirt, and two vouchers for their choice of either a Deep Water Swim or Paint with the Dolphin program (or one of each) to be redeemed only during non-peak season. Vouchers are transferable. Master Volunteers will be officially thanked on the CMA


website and Facebook sites. Master Volunteers will be recognized at the Annual Volunteer Party with a Master Volunteer Plaque.

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