Volunteer Handbook
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Union County Human Services Agency
Senior Nutrition Volunteer Handbook
Revised September 2024
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Table of Contents
Purpose of the Volunteer Handbook ......................................................................................................... 3
Union County Senior Nutrition Program Overview ................................................................................. 4
Becoming a Volunteer .............................................................................................................................. 6
Volunteer Responsibilities ........................................................................................................................ 7
Dress Code ................................................................................................................................................ 7
Congregate Site Activity Leader Duties and Procedures .......................................................................... 8
Meal Delivery Duties and Procedures ...................................................................................................... 9
Client Safety/ Emergency Procedures ..................................................................................................... 10
Volunteer Safety ..................................................................................................................................... 11
Cash/ Donation Handling ........................................................................................................................ 11
Gifts ........................................................................................................................................................ 11
Union County Abuse and Misconduct Prevention Procedures ............................................................... 12
MobileMeals App ................................................................................................................................... 15
Acknowledgement Form ......................................................................................................................... 17
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Purpose of the Volunteer Handbook
Our Senior Nutrition Program thrives thanks to the dedication of volunteers; we depend on more
than 30 volunteers each weekday to help provide programming for seniors at the congregate sites
and deliver meals to homebound seniors.
The Senior Nutrition Program plays a pivotal role in ensuring that seniors in our community
have access to nourishing meals and meaningful connections. The purpose of this handbook is to
provide an overview of our services and associated volunteer opportunities. We will provide
information about typical volunteer duties, expectations, safety procedures and more.
Please review the contents of this handbook, it should help answer many questions you may
have about volunteering with the Senior Nutrition Program. If you have further questions,
we encourage you to talk with our Program Supervisor.
Thank you for giving your time and for your commitment to making a positive difference in the
lives of the seniors in our community.
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Union County Senior Nutrition Program Overview
Union County’s Senior Nutrition Program (UCSN) provides meals to individuals 60 and over
throughout Union County. We do more than provide a nutritious meal, though! We also provide
support, education and personal interaction that promotes nutritional, physical, and social well-
being. We believe our services help sustain health, promote independence, and improve the
quality of life of those who participate.
There is no cost to participate in any of our nutrition programs and there are no income
guidelines. UCSN is funded with a combination of federal, state and county dollars, and
voluntary contributions from participants. Participants are under no obligation to contribute; it is
entirely voluntary.
Congregate Meal Service
Hot, tasty, and nutritious lunchtime meals are served, and daily activities are provided Monday
through Friday at each of our four dining sites in Union County.
Participants are able to socialize, engage in exercise and health education activities to maintain
or improve their overall health and well-being.
Who qualifies?
Any Union County resident that is 60 years of age or older and their spouse, regardless of age
when the older client is over 60. Additionally, people under age 60 with disabilities who reside
with and accompany eligible people to meal sites qualify.
Home-Delivered Meal Service
Volunteers deliver five healthy meals per week to seniors who are unable to leave their homes
unassisted. We believe healthy meals and regular contact with meal drivers helps seniors remain
independent in their own homes longer.
Eligibility is assessed by a county employee during a home visit and periodic home and
telephone visits are conducted for all clients receiving home-delivered meals. These visits allow
us to check on the well-being of our clients and provide referrals to any needed support services.
Who qualifies?
Union County residents aged 60 years or older who are physically or mentally unable to obtain
food or prepare meals and have no responsible person who is willing and able to perform this
service. Clients are unable to leave home at-will and are therefore unable to attend a congregate
nutrition site. Additionally, the spouse of a qualifying client qualifies, regardless of their age.
Clients may be placed on a waiting list if an existing meal delivery route is not available at the
time the application is submitted.
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Locations
Meals for home-delivery are picked up at our congregate dining locations.
Indian Trail
Indian Trail United Methodist Church
113 Indian Trail Road, Indian Trail, NC 28079
Meal delivery pickup time: 10:00- 10:30 AM
Congregate activity time: 10:15 AM
Mineral Springs
Mineral Springs United Methodist Church
5915 Old Waxhaw-Monroe Highway, Mineral Springs, NC 28108
Meal delivery pickup time: 9:45-10:30 AM
Congregate activity time: 10:00 AM
Marshville
Elizabeth Missionary Baptist Church
506 N. Elizabeth Avenue, Marshville, NC 28103
Meal delivery pickup time: 9:30-10:00 AM
Congregate activity time: 10:00 AM
Monroe
Bazemore Active Adult Center
500 West Jefferson, Monroe, NC 28112
Meal delivery pickup time: 9:30-10:00 AM
Congregate activity time: 10:00 AM
Volunteer Opportunities Overview
Meal Delivery Driver
Delivery volunteers deliver meals to homebound seniors on a designated meal route. The driver
provides social connection, performs a basic observation of the client upon delivery and reports
any noticeable concerns to program staff.
Congregate Site Activity Leader
Activity volunteers can use their special skills, expertise, or passion for leading activities for the
senior population by organizing and/or facilitating various activities. The primary goal is to
create an engaging environment that fosters social interaction, physical activity, and mental
stimulation for seniors.
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Becoming a Volunteer
Union County welcomes and appreciates volunteers who help ensure important services are
delivered effectively and efficiently to our residents. Volunteers perform many tasks, both in
direct contact with clients and behind the scenes.
If you are interested in becoming a volunteer for any Union County program, including Senior
Nutrition you can:
Call the Volunteer Coordinator at: 704-296-4312
Call the Senior Nutrition Supervisor at: 704-292-2567
Complete an online inquiry form: https://lfportal.unioncountync.gov/Forms/Volunteer-
Inquiry
Email: SeniorNutrition@unioncountync.gov
Once you have contacted us, we will gather information from you and add you to our Volunteer
Management system. We will ask you to provide your name, email address, physical address,
phone number and an emergency contact.
As precautions to protect the seniors that we serve, the following items must be completed prior
to volunteering:
Criminal background check
Orientation:
o Reading the Volunteer Handbook and signing the acknowledgement
o Elder Abuse and Exploitation training
o Acknowledgement of the County’s Abuse and Misconduct Prevention Procedures
To complete the background check, you will receive a link via email from a third-party
company. We automatically receive notice when the background screening is completed and
after orientation is complete we will then be able to register you for volunteer opportunities.
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Volunteer Responsibilities
As a volunteer, you have the responsibility to:
Respect confidentiality and privacy of seniors served.
o Do not share names or details that could be used to identify a senior with anyone
outside of the organization.
o Do not share information or pictures on social media.
Notify the Program Supervisor if you are unable to complete your scheduled activities as
soon as the absence is known by:
o Clicking the “Cancel Registration” option in the automated reminder email (sent 2
days before the scheduled route)
o Emailing SeniorNutrition@unioncountync.gov
o Calling 704-292-2567
Carry out your volunteer duties according to the descriptions outlined in this handbook.
Complete trainings and/ or review revised policies.
Raise any issues, general client concerns, or client safety concerns that you may have
with a paid Union County staff person (Site Manager, Nutrition Program Coordinator,
Program Supervisor).
Treat everyone fairly with dignity and respect.
Dress Code
In your role as a volunteer, you are a representative of Union County in the eyes of the public.
An appropriate appearance is critical to establishing rapport and public confidence in how we
carry out our responsibilities.
A neat and orderly appearance should be maintained in the performance of duties. All
individuals are expected to dress suitably for the work they perform and be mindful of the
impression they make with their personal appearance on the residents they serve. Wear
comfortable clothes and clothes that are suitable for the weather.
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Congregate Site Activity Leader Duties and Procedures
Overview:
As an activity leader, you will play a vital role in enhancing the well-being of seniors by
organizing and leading a variety of engaging activities at our meal sites. Whether you have
special skills, expertise, or a passion for activities such as music, BINGO, chair exercises,
gardening, crafts, or other relevant areas, we welcome your talents to make a positive impact on
the lives of seniors.
Responsibilities:
If you have a unique skill or expertise that you would like to share, or if you are
interested in overseeing a pre-planned activity (i.e. BINGO), contact the Senior Nutrition
Supervisor (704-292-2567) to coordinate logistics and determine any necessary materials.
o Depending on your availability, you can choose to volunteer at one or more of the
meal sites, and how often you are able to volunteer.
Activities should be modified as needed to accommodate varying abilities and
preferences among the congregate site participants.
Volunteer should have excellent communication and interpersonal skills.
Be reliable and punctual. Each meal site has a small window of time for activities to also
allow time for eating. Activity times are listed for each site on Page 5; arrive 5-10
minutes early if any setup is needed for your activity.
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Meal Delivery Duties and Procedures
At the meal site:
Arrive at the meal site at the assigned time, which can be found on Page 5 and will also
be included in the reminder email sent two days before your scheduled route.
Let the Site Manager know the name of the route you are running (double check your
reminder email if you are unsure).
Sign your name on the driver sign-in sheet for your route.
Check the paper route sheet and confirm the number of deliveries. Bring the route sheet
with you on your deliveries or you can log into the MobileMeals app (see pages 14-15).
Before leaving, check your carriers to be sure you have the correct number of meals,
enough bags, and door hangers.
While you deliver:
Keep meals in the carrier until you arrive at the client’s home to maintain safe
temperatures. Cold items can be combined prior to leaving the site if they are put back in
the cooler with ice.
Deliver to each client listed on the route sheet for your delivery day. The route sheets are
sorted in an order that results in the shortest driving time.
When you arrive at each house, follow any special instructions on the route sheet or
MobileMeals app.
After you have parked, combine each meal component into a bag for delivery (hot meal
tray, milk, and sides). Please do not do this prior to arrival at the client’s home.
Knock loudly and/ or ring the doorbell and announce that you are with Senior Nutrition
to deliver a meal.
Greet the client and hand them their meal bag.
Record that the meal was delivered by either marking the “Delivered” box on the route
sheet or selecting “Delivered” on the MobileMeals app.
Keep your eyes open for any potential concerns (i.e. client appears ill, confused, etc.).
See the section titled “Client Safety/ Emergency Procedures” for more information on
reporting your concerns.
If a client does not answer the door:
Call the number that is listed on the route sheet, or on the MobileMeals app click the
button “Call Home” or “Call Cell.”
If there is no answer by phone, place a door hanger on the doorknob.
NEVER leave the meals outside or in a cooler if the client is not home. Give the next
client on your route the extra meal.
Mark “Not Delivered” on the route sheet or in the MobileMeals app.
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After you finish delivering:
Promptly return to the meal site to drop off your empty coolers and the route sheet (if you
took it).
Let the Site Manager know of any clients that did not answer the door.
Client Safety/ Emergency Procedures
Homebound seniors are some of the most vulnerable members of our community. By following
this procedure, volunteers can respond effectively and compassionately to client emergencies,
ensuring the safety and well-being of the seniors we serve.
If you deliver a consistent route, you will start to get to know the clients and what is normal for
them. Any observations regarding the deterioration of a client’s physical, emotional, or mental
condition should be reported to the Program Supervisor at 704-292-2567. The MobileMeals app
also has a place for you to report any “Changes of Condition” during your delivery; the app will
then alert program staff.
If you find a client who is hurt, has fallen, is very ill or confused:
Prioritize safety: ensure that you’re in a safe location and not putting yourself in danger.
Call for help: if the situation is critical, call 911
o Do not attempt to lift the client or administer first aid – this may do more
harm to him/ her or you.
o Stay with the client if it is safe to do so; offer comfort and reassurance.
o Contact the office by calling 704-292-2567.
We recommend you save this number in your phone if you do not use the
MobileMeals app. On the MobileMeals app there is a button at the bottom
of the screen “Call Office” that you can select.
Provide specific details, including the client's name and the nature of the
emergency. Office staff will contact the client’s emergency contact(s).
o Do not leave until help has arrived. Once help has arrived, continue with
deliveries.
Volunteers should understand the definition and warning signs of elder abuse and neglect.
Therefore, we require completion of Elder Abuse and Exploitation training prior to your first
volunteer activity.
Volunteers should immediately report suspected abuse, neglect, or exploitation to the
Program Supervisor by calling 704-292-2567. Be prepared to provide as many details as
possible.
You can also call the Adult Protective Services Intake Hotline at 704-296-6124. If you call the
hotline, please make sure the Program Supervisor is aware so we can coordinate follow-up.
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Volunteer Safety
Your safety is important to us! To help ensure your safety, we have the following tips and
resources available:
At the meal site, the Site Manager will have badges and neon safety vests that you can
choose to wear to clearly identify yourself as a Union County Volunteer. Please return
these items to the site after your route.
At the client’s home, ring the doorbell or knock loudly and announce that you are with
Senior Nutrition to deliver a meal. Take note of any special delivery instructions listed
for each client in the MobileMeals app or on the paper route sheet.
Do not place yourself in an unsafe situation. Use your judgement - if something about
a situation makes you uncomfortable, such as a loose animal, the condition of the
premises or behavior of the client, or someone else in the home concerns you, do not
deliver the meal. Notify the site manager of the situation.
o Clients are instructed to keep animals restrained during delivery times. If there are
loose animals, you can attempt to call the client and ask them to come get the
meal from your car or to restrain the animals.
o If you are bitten by an animal while delivering food, immediately contact the
Program Supervisor by calling 704-292-2567 for additional instructions.
Do not give out your personal information such as cell phone number or address.
Do not enter any client’s home.
Cash/ Donation Handling
Clients of Senior Nutrition are not charged for meals; however, all clients are asked to make
donations whenever possible. Clients may ask volunteers to take their cash or check donation to
the meal site. If this occurs, the volunteer should deliver the donation to the Site Manager, who
will place it in a locked donation box located at the meal site.
If you are not comfortable doing this, you should advise the client to mail it to the UCSN office
at 2330 Concord Avenue, Monroe, NC 28110.
Gifts
Volunteers may not accept gifts from program participants.
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Union County Abuse and Misconduct Prevention Procedures
Union County prohibits and does not tolerate abuse or misconduct in the workplace or during
organization-related activity. Union County provides procedures for employees, volunteers, and public
officials regarding when and how to report any acts of abuse or misconduct as set forth herein that occur
in the workplace or during organization-related activity. Each report will be investigated to determine
whether it is believed that abuse or misconduct, as set forth herein, has occurred. If such conduct is
determined to have occurred, those responsible for such actions will be appropriately disciplined, up to
and including termination of employment, in accordance with all applicable personnel policies,
procedures, and applicable law. Such persons may also be referred for potential criminal prosecution. No
employee, volunteer, public official, or other person, regardless of his or her title or position has the
authority to commit or allow abuse or misconduct.
Definitions and Examples of Abuse or Misconduct
This section describes and generally defines examples of “abuse or misconduct” as referenced in, and for
the purposes of, this document.
Abuse or misconduct includes the following related to a minor (person under the age of 18), an older
adult (a person 65 years of age or older) or a disabled adult (a person 18 years of age or older or a
lawfully emancipated minor who is physically or mentally incapacitated as defined by N.C.G.S. § 108A-
101): causing non- accidental physical injury, neglect, sexual molestation/assault, and emotional abuse.
For an older or disabled adult, it also includes financial exploitation.
The following additional definitions and examples of abuse or misconduct apply to any and/or all the
following persons – employees, volunteers, public officials, and third parties serving as subcontractors in
custodial operations, temporary staffing, interns, and security.
Child sexual abuse – any sexual activity, involvement, or attempt of sexual contact with a person who
is a minor (under 18 years old).
Sexual activity with another who is legally incompetent or otherwise unable to give consent.
Physical assaults or violence, such as rape, sexual battery, abuse, molestation, or any attempt to
commit such acts.
Unwanted and intentional physical conduct that is sexual in nature, such as touching, pinching, patting,
brushing, massaging, or pulling against another’s body or clothes.
Possession or display of pornographic or sexually explicit material, including, without limitation,
images, posters, calendars, or objects.
Unwelcome and inappropriate sexual activities, advances, comments, innuendoes, bullying, jokes,
gestures, electronic communications or messages (e.g. email, text, social media, voicemail),
exploitation, exposure, leering, stalking, or invasion of sexual privacy.
A sexually hostile environment characterized as comments or conduct that unreasonably interfere with
one’s work performance or ability to perform a job, or comments or conduct which create an
intimidating, hostile, or offensive environment.
Direct or implied threats that submission to sexual advances will be a condition of employment or
affiliation with the organization (e.g. quid pro quo).
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Financial Exploitation - the illegal, unauthorized, or fraudulent use, or deprivation of use, of the
property of an older or disabled adult with the intention of benefiting someone other than the adult.
Acts, or threats, of retaliation against a person for reporting a violation of these procedures.
Reporting Procedures
Union County is committed to following the state and federal legal requirements for reporting allegations
or incidents of illegal abuse or misconduct to appropriate law enforcement and child or adult protective
services organizations. It is the policy of Union County not to attempt to investigate or assess the validity
or credibility of an allegation of illegal abuse or misconduct as a condition before reporting the allegation
to proper law enforcement authorities or protective services organizations. Such reporting in accordance
with applicable law includes, without limitation, the following:
1. Reports to DSS:
Children: Any person or institution who has cause to suspect that a juvenile who is under the age of
18, and is not married, emancipated, or a member of the S. Armed Forces, is abused, neglected, or
dependent, or has died as a result of maltreatment, must make a report to the county department of
social services (DSS), in accordance with N.C.G.S. § 7B-301.
Elderly or Disabled Adults: Any person having reasonable cause to believe that a disabled adult is in
need of protective services shall report such information to the DSS director in accordance with
N.C.G.S. § 108A-102.
2. Reports to Law Enforcement: Reporting Violent Crimes, Certain Sexual Offenses, & Misdemeanor
Child Abuse. Any person age 18 or older who knows or reasonably should have known that a juvenile
(a person under the age of 18 who is not married, emancipated, or a member of the U.S. Armed
Forces) has been or is the victim of a violent offense, sexual offense, or misdemeanor child abuse
under N.C.G.S § 14-318.2 shall immediately report the case of that juvenile to the appropriate local
law enforcement agency in the county where the juvenile resides or is found, in accordance with
N.C.G.S. § 14-318.6.
3. Report to Union County Human Resources: Any allegations or incidents of violations of these
procedures by an employee, volunteer, public official, or third party serving as a subcontractor in
custodial operations, temporary staffing, interns, or security, shall also be reported to the Union
County Human Resources Director, in accordance with applicable law.
Investigation
Union County will take all allegations of abuse or misconduct seriously and will promptly, thoroughly,
and equitably investigate whether abuse or misconduct has taken place. The organization may conduct the
investigation itself or utilize an outside third party to conduct an investigation of abuse or misconduct.
Union County will cooperate fully to the extent allowed by applicable law with any investigation
conducted by law enforcement or other regulatory/protective services agencies. Union County will make
every reasonable effort to keep the matters involved in the allegation as confidential as appropriate for the
circumstances, and in accordance with applicable law, while still allowing for a prompt and thorough
investigation.
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Anti-Retaliation
Union County prohibits retaliation against any employee, volunteer, public official, or other person who
lodges a good faith complaint of abuse or misconduct or who participates in any related investigation.
Any such acts of retaliation should be reported immediately as set forth herein as misconduct.
False Allegations
Making knowingly false or malicious accusations of abuse or misconduct can have serious consequences
for those who are wrongly accused. Union County prohibits making knowingly false or malicious abuse
or misconduct allegations, as well as deliberately providing false information during an investigation into
abuse or misconduct. Anyone who violates this rule is subject to disciplinary action, up to and including
termination of employment, in accordance with all applicable personnel policies, procedures, and
applicable law. Such persons may also be referred for potential criminal prosecution.
Employee and Volunteer Screening and Selection
As part of its abuse and misconduct prevention program, Union County is committed to maintaining a
diligent screening program for prospective and existing employees, volunteers and others that may
interact with those employed by, associated with, or serviced by Union County. The organization may
utilize a variety of methods of screening and selection, including, without limitation, applications,
personal interviews, criminal background checks and personal and professional references. Background
checks will be conducted approximately every 3-5 years for applicable employees.
Supervision of Person(s) in Care
If individual meetings with a person(s) in care (a foster child or ward of the state) must be held in an
office, the door should be kept open. If a closed door meeting must be conducted, such a meeting may
only be conducted when another adult is present in the meeting room and the door remains unlocked at all
times during the meeting, unless it conflicts with a properly adopted case plan or order.
Training
Staff (including employees and public officials) charged with the care of children and/or vulnerable adults
will be offered annually on Darkness to Light’s Stewards of Children and Elder Abuse and Exploitation,
or comparable training. Volunteers working with children or vulnerable adults will be provided
comparable training aligned with the activities conducted by the volunteers.
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MobileMeals App
To install and utilize the MobileMeals app:
1. Download the ServTracker Mobile Meals app on the
Apple Store or Google Play Store.
2. Open the app and you will be given a login screen. Input
your name into “Driver Name” and your phone number into
“Driver Contact Number”. The “Customer ID” is NC1024.
You should ask the site manager for the “Route Code”,
“Password”, and “Passkey”. The information will be
included in your reminder email and signs for each route will
also be posted at the site.
3. The first time that you use the app, you will be prompted to
allow Mobile Meals to access your location for the delivery
route and data collection services. Choose Allow While
Using App.
4. Next, a route list will appear in optimized order for delivery.
You can deliver out of order, if necessary, but the list given
will be the fastest route for delivery.
5. Prior to completing your route, a few settings will need to be chosen by you. Click
Summary at the top of the route screen. Then click Settings at the top of the next screen.
Here, choose your preferred Maps App to Use. You can also choose to mask your phone
number by adjusting the toggle next to “Mask Phone Number”. This will allow you to
call people on the route list without giving them access to your personal phone number.
Click Save.
6. You will be rerouted back to the Route Summary list that shows the summary of the
meals for that day. Return to the route list by touching the Route List button at the top
right of the screen.
7. When you click the first person on the list, you will be given details regarding that
delivery including their name, address, and special instructions. On this page, you will
also be able to “Call Home” to the recipient and “Get Directions” to their house. Click
Get Directions, which will take you to the mapping app you chose and guide you to the
recipient’s house.
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8. When you have arrived at the destination, click the arrow in the top left of the screen to
return to the ServTracker app. Use the recipient’s screen to package their meal according
to the special instructions, and input any driver comments you feel are important about
the delivery into the “Driver Comments” section.
9. If the recipient is home and receives their meal, click Delivered.
a. At this point, you may also be prompted with a “Change of Condition” question.
If you notice a change of condition in the recipient or their environment, press
Yes and you will be prompted with 7 conditions to choose from. Choose the
one(s) that best fits and add additional comments as necessary and press Submit.
If you did not notice a change in condition, press No.
10. If the recipient is not home or does not receive their meal, click Not Delivered. This will
prompt you to give a “No Service Reason” from a drop-down menu and you can check
additional information as it applies. Once you’ve selected the reason for not delivering
the meal, click Submit.
11. Complete all stops on the route in the same manner until you reach the final stop. After
submitting the final stop, you will be prompted with a pop-up window that says
“Scheduled Deliveries Complete”. If this is correct, click Sign Out Now and you will be
presented with a final signature. Sign your name, click the agreement buttons below the
signature, and press Done.
Things to keep in mind:
When logging in and logging off, make sure that you have a strong Wi-Fi or Data
connection as all of the data needed for your route is being downloaded into your device
and uploaded to the server at these times. While delivering meals, if your phone loses
connection, this is okay. As soon as you reach another strong service area, your phone
will continue uploading the data to the server.
Be careful while using the app as it contains personal client information. Do not share
this information with anyone.
While out giving deliveries, the office may send you a message through the app. If this
happens, please read it carefully and press Acknowledged to let them know you received
it.
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Acknowledgement Form
Instructions: Please provide a signed copy of this form to our Program Supervisor by:
Completing it online: https://lfportal.unioncountync.gov/Forms/SeniorNutritionHandbookAck
Emailing a scanned copy or a photo to: SeniorNutrition@unioncountync.gov
Mailing it to: 2330 Concord Avenue, Monroe, NC 28110
By signing this Acknowledgement, I confirm that I have read and understood and/ or had all items below
explained to me:
o Volunteer Handbook
o Elder Abuse and Exploitation training
o Union County’s Abuse and Misconduct Prevention Procedures (Pages 12-14 of
the Volunteer Handbook)
I understand these documents and agree to abide by all rules and procedures contained herein. I also
understand how to report incidents of abuse or misconduct as set forth in this procedures document,
including retaliation against any employee or volunteer exercising his or her rights under the Abuse and
Misconduct Prevention Procedure.
If I have questions about the Handbook or other requirements of volunteering, I understand that it is my
responsibility to seek clarification from the Program Supervisor (contact information on Page 6).
Print Name: _____________________________________
Signature: ______________________________________
Date: ________________